Travel Trolley Reviews

Name: Travel Trolley
Rating: 1.46

1.5 Rating 384 Reviews

11 %

of reviewers recommend Travel Trolley

Company Reviews

Questions

Metrics

1.5

Based on 384 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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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Do Not Use We went to book a flight with them this was at 10.30pm,they needed to wait for confirmation of the payment few msg from then saying if we don’t get booking confirmation from travel trolley in next few hours call the team to confirm.. Started ringing first thing got toke reservation would call me within the hour.. Nothing so called back to be told that the price has gone up and the guy in the other end of the phone was so rude, disrespectful and then he hung up on me.. it is useless service from start to finish no real communication I left a msg through email about this they emailed back asking for ref number and not heard anything since I would not have rated them any stars but had to give one to be able to leave comment”

Helpful Report

Posted 5 years ago

“DO NOT USE they cancelled my flights last minute without notice. I didn’t get my tickets for a week after repeatedly calling them and being promised that it take a while. Finally they said they can’t buy the tickets and as no Payment has been taken they are not liable. That had already sent me an email confirmation and confirmed over the phone several times that tickets will be sent ASAP. I was left with either having to book new flights at a more expensive price or cancel my holiday and hotel booking. The staff were so so rude, never had anyone speak to me as rudely.”

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Posted 5 years ago

“They sent me an email saying my booking is confirmed. Then didn’t send me any tickets. I called them for the next 5 days and they said my booking fine and will send the tickets ASAP. The week after when I called them again I was told that my booking is cancelled as they didn’t receive the payment. There was some issue with the website at the time of booking and I didn’t get the tick that payment was sent. Which is why I had been calling them and they always said it was fine until a week after. I had already booked my hotel by this time and now the ticket prices are higher. Also the email they send you as a confirmation was through a variation of their website so doesn’t hold them Liable as it is not ‘travel trolley’ but obviously they were able to look up the reservation ID, so it was them.”

Helpful Report

Posted 5 years ago

“I booked a Jet Airways flight through Travel Trolley. Once Jet Airways were having financial issues, I was in regular communication with Travel Trolley. They assured me that they will look for a resolution whilst monitoring the situation. As time passed I was getting deeply concerned as my flights were approaching with no E-ticket issued. I raised these concerns with Travel Trolley who kept reassuring me that they are doing their best. I discussed the possibility of getting a refund which they seemed to dismiss. After some time had passed, my flights were officially cancelled the week before I was due to fly out. I had to pay £320 extra, however if I was issued a refund as soon as Jet Airways were having trouble, then I wouldn't have had to pay that much extra. I have discussed this with Travel Trolley who take no responsibility with making false promises. As an experienced company in the travel industry, they should have anticipated the outcome and offered refunds straight away instead of trying to hold on to their customers.”

Helpful Report

Posted 5 years ago

“I paid extra to allow luggage on my flight but they mess with the booking and had to pay again at the check-in desk. Tryimg to get the refund for 4 months but the customer service is horrible”

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Posted 5 years ago

“I don't like this website”

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Posted 5 years ago

“I totally agree with people saying customer service is dreadful !!! They put you in hold constantly!!! It's costs a small fortune to ring in the first place!!! They use delaying tactics and they are so unprofessional!!!! They answer the phone with a "yeah" !!!! Not even the companies name !!! They WILL get extra money off you if they can please avoid and go elsewhere!!!”

Helpful Report

Posted 5 years ago

“AVOID!!!!!!NEVER EVER TRAVEL TROLLEY AVOID THIS COMPANY!CUSTOMER SERVISE IS VERY POOR AND IMPUDENT!!! THEY CANCELLED MY FLIGT DON'T LET US KNOW AND 6 WEEKS LEFT AND STILL DOESN'T HAVE MONEY!!!”

Helpful Report

Posted 5 years ago

“DO NOT USE! If I could give Travel Trolley less than one star, I would! We paid in advance for baggage but when baggage wasn’t showing on our e-ticket I called up Travel Trolley. The adviser was rude, and unprofessional and, I feel, stopped just short of calling me an idiot, even though he did not understand what I was saying. Needless to say, when we arrived at the airport (3 further calls to TT later, with no success), there was no baggage on our booking. We called TT yet again from the airport and they were most unhelpful. We had to pay £120 extra for baggage. Since our holiday we have tried several times to call TT to lodge our complaint and get a refund. They are repeatedly failed to call us back as they promise, have not understood our complaint and have continued to be unprofessional at all stages. The worst customer service I have ever experienced!”

Helpful Report

Posted 5 years ago

“I booked a flight to the US for my Wifes 50th Birthday in December 2018 via Travel Trolley and it formed part of several flights and hotel packages for the celebratory trip. Regrettably in early February I suffered a heart attack and had to cancel the whole trip as medical advice was that March 11th was impossible to fly following my heart procedure. I wrote to all providers as soon as I was able, around 25th Feb, for the journey from car parking, car hire, US flights via Delta and several hotels to cancel and upon receipt of the medical supporting documents requested all bar one were superb and not only refunded all payments in full but showed genuine concern for my wellbeing. It was pleasing to be treated like a valued customer who has spent a considerable sum of money putting this once in a lifetime trip together. This cannot be said for Travel trolley who have continued to fob me off with claims that the decision process takes 6-8 weeks and that I would have to chase them for the outcome. I wrote each week for a status update only to be told they were waiting on Virgin airlines to decide. I have called and when they responded and agreed to call me back at a more convenient time, they failed to do so. I should have known this was a stalling tactic from the off. Considering the reason for my cancellation the stress this has caused trying to get a refund for flight tickets they had more than enough time to resell has been unbearable. They have made me feel like a cheat when in fact with the attack it has been the most traumatic period I have ever known for my family and myself. I have written now asking for contact points for both Travel trolley Senior Management and Virgin so I can explain the situation clearly and hopefully find the refund I asked for. Why all other travel service providers responded so favourably compared to Travel Trolley is beyond me. It is so upsetting. I will continue to update reviews on here and other platforms of progress so other consumers can see how they deal with issues when they go wrong until it is resolved P.S”

Helpful Report

Posted 5 years ago

“I booked the ticket to srilanka due to the situation I would like to refund the ticket and rebook to another country to travel first place they can’t refund ,today they said it takes 4-6 weeks for the refund if u want to rebook to another we need to pay full payment ,actually it is a shocking answer and staff cut the phone before i say something”

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Posted 5 years ago

“Profiteering out of a tragic terrorist incident. Check your T&C and strongly suggest you book via airline direct and pay the little bit more. Charging £350 cancellation fee despite the fact the airline is offering free refund on tickets due to FCO essential travel advice not to travel to destination country. If you travel against FCO advice you are not covered under travel insurance. Travel Tolley have been rude, uncaring and not understanding basic facts. Moreover, they are refusing to give a cost breakdown of their fees in this case which is against what ABTA has advised. Stay clear is my advice- lesson learned but not finished yet as ABTA are now interested.”

Helpful Report

Posted 5 years ago

“AAvoid this agent if you can. I have tried to get a refund due to the FCO advice of not to travel to Sri Lanka. There are 13 of us that booked with varies agents or with BA or Qatar airway directly. Everyone all has been told that full refund will be given apart from me. Their response was really poor and not helpful. I first called to speak and got told that someone will call me back in 3 hrs to discuss about the refund. I waited and no one called. I then sent a email and got told that there is nothing they can do and they will not give me any refund. I then called again this morning to ask to speak to the manager and got told the manager is not in till after 10 AM. The person I spoke to try to put me off by calling back again. This is the worst agent that I have came across. Avoid them!”

Helpful Report

Posted 5 years ago

“Worst company ever!! Paid for a flight in January. They sent email confirmation and flight info but never sent e-ticket.chased and chased and was told it was coming. Never showed up! Weeks later i was informed they never even booked the flight and it was no longer available. Requested immediate refund and kept calling, sending emails and just chasing and chasing. To date, they have never refunded me my money back and apparently have no complaints policy when requested. I have never been able to speak to a manager or complaints team and have on numerous times just had the phone hung up on me after they read the notes on file. I have now had to go down the legal route. Please.. for your own sanity, do not use this company!!”

Helpful Report

Posted 5 years ago

“Needed to cancel my flight, I've been waiting weeks to receive my refund. They keep stating to wait 1 more week. Joke of a company”

Helpful Report

Posted 5 years ago

“Shocking behaviour by customer services - rude to the point of their staff being argumentative, shouting, and being unhelpful The refund was issued by the airline 2 days after they cancelled the fly but TT said I wouldn’t get it for 4-5 working weeks. Called today at end of 5th week to ask where it was and told I had to give details of credit card I paid them on again and it would take up to another working week for me to get it in my account. Avoid at all costs!”

Helpful Report

Posted 5 years ago

“CON ARTISTS DO NOT TRUST THIS COMPANY. So we booked 2 flights going from Birmingham to Amritsar. We are both elderly passengers and we book our seats 6 months in advance. We received an email telling us our flight is being cancelled. I telephoned Air India, who told us that our flights are NOT cancelled but are now more than £400 more expensive. Shame on you TRAVEL TROLLEY, SEE YOU IN COURT FOR FRAUD!!!”

Helpful Report

Posted 5 years ago

“This company, and more specifically, its customer service is anything but exceptional when it comes to taking care of people and communicating. They've called me after I've booked a trip on their site and said, "your card information was entered incorrectly." When I asked what to do next, the customer service representative told me to try it again. I called my credit card company (Capital One) right after that call with Travel Trolley to make sure they knew I was using the card to purchase a flight. Another attempt went through successfully. But then Travel Trolley called me later and said, "Your charge wasn't authorized." I was confused at this point; I knew I had entered all the correct information. I asked what to do next, and they told me, "You'll get an email about your cancellation, but your credit card company wouldn't let the charge go through." No matter what I explained to them, they raised their voice and told me that they were in the right and my credit card company was the one with the issue. Again, I tried to work it out with Capital One, whose representative stayed on the line with me to complete the purchase. Then, two hours later, I get a call from Travel Trolley about the charge not going through, again! This time, the rep told me that they don't accept non-U.K. payment methods. I told them Capital One is international. Not only did they completely disregard what I said, they raised their voice (again) and said, "Capital One is not a U.K. company!" After that, I called Capital One and told them to label Travel Trolley as a fraudulent company. What else can I do? I can't trust a company that can't handle its customer service, let alone provide it.”

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Posted 5 years ago

“Do not book with them whatever you do! They took my money then informed me the price had increased. They apologised for the inconvenience and offered me a refund. I agreed to the refund. Since then the phone calls don't connect and all email correspondence has failed to be delivered. It took me a year to save up and most unhappy that I have been scammed by @traveltrolleyuk”

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Posted 5 years ago

“Great service. Good price offer. It’s available 24/7.”

Helpful Report

Posted 5 years ago

Travel Trolley is rated 1.5 based on 384 reviews