Travel Trolley Reviews

Name: Travel Trolley
Rating: 1.45

1.5 Rating 385 Reviews

11 %

of reviewers recommend Travel Trolley

Company Reviews

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Metrics

1.5

Based on 385 reviews

Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Travel Trolley 1 star review on 24th April 2024

Anonymous

"What a truly awful company\r\n\r\n*Summary*\r\nCovid-related issues aside, TT are an unprofessional, disrespectful and plainly dishonest company.\r\nThey took almost 5 months, 30+ phonecalls and legal threats to refund our flights.\r\n\r\n*Tactics*\r\nThey employed a variety of tactics to avoid refunding us (and I'm really not being cynical). Some examples:\r\n* Refused to send through any written confirmation of the refund\r\n* Conflicting information (every representative seemed to say different things)\r\n* Noise interference on the line \/ Pretending to not hear me\r\n* Extreme rudeness\r\n* Just plain lies [we know, because my parents had an identical booking and were fed different answers!]\r\n* Failed promises to call back [we were called back just once, I believe]\r\n* Repeatedly promising it would be resolved in two weeks\r\n\r\nThey charged us a \u00a375pp admin fee on the refund, as their T&Cs suggested they 'may charge an admin fee'. They later caved to public pressure and reversed these fees. I suspect it was legal pressure that forced their hand, as \u00a3150 was probably not a reasonable amount to charge for processing a refund.\r\n\r\n*Ticket didn't even work! Would have ruined our holiday*\r\nThey also failed to book correctly in the first instance - issuing a ticket for which the booking reference didn't even work! It was lucky that I ended up speaking with BA, as they said the ticket did not even exist! As a result, TT had to re-issue the ticket. If we hadn't have checked in advance, we would have been refused entry at the airport!\r\n\r\n*Conclusion*\r\nTT can be slightly cheaper than booking direct (or using a reputable agent), but they are simply not worth it. Trust me. This wasn't a one-off bad experience with one representative. Every interaction we had with them was anxiety-inducing. After weeks of calls, I had to visit my GP who diagnosed me with clinical anxiety, and my wife had to continue conversations with TT. This was their tactic from the start - confuse, frustrate and stress out the customer so much that they give up or give in and accept a credit voucher instead.\r\n\r\nThis is the first negative review I have written here (it really takes a lot to offend me).\r\n\r\nNote, I will not be leaving my booking reference (as I never want to hear from TT again), but my review is 100% genuine.\r\n\r\nTravel Trolley absolutely deserve this rating - the company is simply rotten to its core."

Travel Trolley 1 star review on 8th June 2022

Anonymous

Anonymous // 01/01/2019

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“Don’t book with this company. They are trying to charge me £75 fee to refund my flight with Singapore Airlines. First of all they said it was an airline fee but when I showed them proof all cancellation fees have been waived by the airline they said it was their admin fee. Now they have changed their t&cs but I have the original ones I booked under. Don’t book with an agent. Go straight to airline!”

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Posted 4 years ago

“Shameful - How not to behave in times of crises Booked Emirates flights with them for June. Flights have now been cancelled. Emirates are stating that if you book through a third party (travel agent) you are due either a credit voucher or a refund. I've got this in writing from the airline. Travel Trolley are however only offering a credit voucher. Spoke to a Stuart Cross today from Southall. SHAME ON YOU”

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Posted 4 years ago

“Avoid Avoid Avoid. Terrible company withholding customers money. Communication is a joke they tell complete lies and get different versions of events and the rules they make up as they go along. I will never use this company again.”

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Posted 4 years ago

“Travel trolley ARE SCAMMERS they are charging fraudulent admin fees for simply giving loyal customers the the refund they are entitled to. I had to call 6 times over a period of 3 weeks to get anywhere. They held me on 'hold' for over 30 minutes trying to get rid of me. If you need a refund then you need to REFUSE the credit voucher they offer you and threaten legal action. AVOID AT ALL COSTS. They will cost you more money than you save. POSITIVE REVIEWS ARE FAKE!”

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Posted 4 years ago

“Charging £150 admin fee for a pair of flights cancelled by the airline. PIRATES.”

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Posted 4 years ago

“Bad experience with travel trolley charging a fee to get my refund. I am aware they have received the flight refund from Qatar Airways so they are holding my money. Their terms and conditions don't mention any fees if the airline cancels. Will definitely avoid travel trolley and their other trading names.”

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Posted 4 years ago

“Bad enough them being obstructive in giving full refunds but applying a £75 per person charge which was never stated on their T&Cs when purchased. An utter scam. I have reported them to the Competition and Markets Authority CMA. Google UK Gov CMA”

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Posted 4 years ago

“Rip off merchants. During covid19 my flights got cancelled and they panicked me in to changing flights on the phone saying if I didn’t do it there and then I’d lose all my money. Charged me £500 more and flights were cheaper online when I looked best day and my airline confirmed they did this free of charge. Avoid this outfit.”

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Posted 4 years ago

“same as others here, £75 fee per ticket charged for flights cancelled by the airline and which were refunded in full. I am dealing with 3 companies after the cancellation of my trip , this one is the worst one by far . They have lied to me on the phone , will not provide a copy of any way that I can complain and are now ignoring my e mails. I will never use them again. Skyscanner have also criticised the £75 fee.”

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Posted 4 years ago

“Travel Trolley are the worst company I have ever had to deal with... AIrline says I am entitled to a full refund and to contact Travel Trolley... Travel Trolley refuse to refund any money ... Rude... lied and very unhelpful”

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Posted 4 years ago

“Refused full refund saying only option is credit voucher, even though I've emailed and spoken several times to, my flight was with B.A. to which they said they were offering refund and to contact travel agent BUT Travel Trolley refused!! So unprofessional! Extreme rude adviser with a really bad attitude. DO NOT BOOK ANYTHING WITH THIS COMPANY....DISGRACEFUL!!”

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Posted 4 years ago

“They cancelled flights to Dubai for 25th March tried for a refund said we could have credit note no refund, he said they have not had their money back off emirates only credit notes for flights which I find hard to believe ,so where do we go from here ??? the phone number they gave me Is 0208-843-4400 hope anyone who phones has better luck than me .”

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Posted 4 years ago

“Same as below reviews - flights cancelled by airline, airline has said they will give full refund, they just need contact through travel trolley. Travel trolley are refusing and even said it is my choice I am not going. Trying to force me to accept a credit note and said I am impatient and shouted at me - awful”

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Posted 4 years ago

“Scam, Scam, Scam, one thousand times scamers, don`t ever use this agency , they keep our money, never refund anything, the refund process is not difficult it is IMPOSIBLE. Worst company ever, hope every one can read this before they buy a tickect with them. Worst costumer service if you are lucky to talk to them something almost imposible. one start is too much, never rply toour queries, never got the refund”

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Posted 4 years ago

“Can't keep track of how many times I've tried to get my money back. Flights cancelled due to coronavirus. Called for a refund as they had ignored previous emails and messages. Got through on the phone and told I could have a credit voucher despite legally being entitled to a refund and if I wanted a refund I'd have to pay £75 per ticket per way for one despite the flight having been cancelled by the airline. This fe has changed every time I've phoned to a different amount so obviously made up. This is illegal, btw. They're not allowed by law to profit and hold your money behind a pay wall when you are entitled to a refund. It is understandable that companies are having trouble over this virus but to behave this way is disgusting. BA have said we can be refunded but they need to contact. Argued for ten minutes before he said 'FINE I'M EMAILING NOW'. They're extremely rude even nasty and intimidating on the phone to get you to give up. Said they contacted but haven't heard anything back so doubt they have. Now in dispute with my credit card, when this is all over AVOID THIS COMPANY. DO NOT ACCEPT A VOUCHER AND DO NOT PAY THEM THE FEE. You are entitled to a refund, this is illegal.”

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Posted 4 years ago

“Travel Trolley are OK ...... until something goes wrong, and in this case our flights were cancelled due to Covid 19. I have sent at least 6 emails to them and received replies from Travel Trolley and a company called Fly Sharp who must be a sister company. They have point blank refused to give me a refund (£1007), all they will offer is a voucher so I decided to take the voucher. However 5 weeks later the voucher still hasn't arrived and in the meantime Emirates are now offering full refunds on flights booked through agencies, but you have to contact the agency. So I phoned Travel Trolley on Saturday and was told that Emirates were incorrect, they aren't offering refunds, I pointed them in the direction of Emirates website and read out Emirates policy, but he claims that was incorrect, I can have a travel voucher or nothing. In frustration I agreed to accept the voucher. My concern is that by the time my travel voucher arrives (if it ever arrives), then they will have increased the prices of the flights (I was looking at a flight to Bangkok for later in the year and Emirates direct were £200 cheaper than Travel Trolley), or worse still the company will no longer exist. Whilst Travel Trolley are ABTA protected from what I understand vouchers aren't covered by ABTA, whereas refund credits are. The voucher if/when it arrives can only be used against Emirates flights booked direct with Travel Trolley. Good luck everybody - I won't be using Travel Trolley or any of their partner companies again after this experience.”

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Posted 4 years ago

“Absolutely disgusted by the service Travel Trolley provides as a travel agency. I booked a flight ticket with destination Dubai on the 25th of March. My flight was cancelled due to COVID-19 outbreak. I waited for 4 weeks in order to get a refund (as I was told by an operator). After 4 weeks, I called again in order to ask for some clarification. I was told that the only two options offered by Travel Trolley were: book an alternative flight within 3 months (who would book a flight within 3 months when there is a pandemic going on?!) or a credit note. Eventually, I opted for a credit note. I am still in the process of receiving it. I think all costumers should go via legal process against this fraudulent operation put in place by this company.”

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Posted 4 years ago

“Appalling company. Booked flights through them via SkyScanner to fly with Virgin. Flights have been cancelled due to Covid 19 & Virgin have said we must go through travel trolley for any refunds as we booked with them. Spoke to someone called Raj who has no surname apparently. I asked for an email address to which Raj said they don't have one - how are they an online company with no email address? I asked for the name of a manager, contact number or email address to which he responded there are no managers - how are they operating with NO managers!? My mom then phoned to request the refund to which they said call back in 3-4 months and we will consider the refund then... what is that all about??? We are absolutely entitled to a refund and will take this to the highest board needed to ensure we get it, even more so as the operators have DYER customer service! Shocking shocking company”

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Posted 4 years ago

“I booked 3 tickets to Japan for 10May I received email from BA to say that flights have been cancelled. I called travel trolley for refund and I was told that I can not get a refund only a voucher I can use with 1 year. After calling them 5 different times and speaking to 5 rude different agent and one pot the phone down on me. I managed to get refund but they took £75 admin fee for each ticket. I will never book with travel trolley please avoid them they are rubbish.”

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Posted 4 years ago

“I am dealing with 3 companies after the cancellation of my holiday due to covid 19. Travel Trolley have been the worst by far .Terrible service. £75 charges for each flight refunded. No mention of this in the terms, no complaints policy. Currently complaining through ABTA, and have alerted Which and Martin Lewis. Skyscanner have condemned these charges in an article in the Telegraph. Dont use this company .”

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Posted 4 years ago

Travel Trolley is rated 1.5 based on 385 reviews