Travel Trolley Reviews

Name: Travel Trolley
Rating: 1.46

1.5 Rating 384 Reviews

11 %

of reviewers recommend Travel Trolley

Company Reviews

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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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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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“Brilliant service always deliver, e-tickets come through straight away , great prices and reliable why go any where else , thanks for refunds ect .”

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Posted 4 years ago

“DO NOT USE OR BOOK WITH THIS COMPANY. YOU WILL REGRET IT. tt are a travel agent... Saying this extremely light.. As in fake. They take your money... They do not inform you of any changes made to your flights, then they expect you to contact the airline directly to refund... They are the travel agent and legally they are you port of call for any help, information etc. But they won't help, unless you threaten them with legal advice. They don't like to contact you, or respond to emails. If u want a reply then email the ceo directly.. U soon get anwers!!!”

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Posted 4 years ago

“Avoid this company at all cost! the return leg of my flight was cancelled (due the covid outbreak and Virgin Atlantic cancelling flight) I contact Virgin Atlantic who told me that i am legible for a refund my claim has to be submitting to the agency i bought my Ticket from (Travel Trolley) i did this at the end of March and been e-mailing and calling then ever since. Each time i call i get given a new e-mail address to send my ticket / invoice details to (which i do) and each time i get no reply to the e-mail!! I am up to 5 different e-mail addresses now! 3 months later no reply / no refund. I strongly suggest this company be investigated and it feels like a being scammed (given different e-mail address each time i call)”

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Posted 4 years ago

“They will not refund even though they have been paid back for the tickets. They give you the run around hoping you will give up - my advice, use someone else”

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Posted 4 years ago

“DO NOT USE THIS COMPANY. My flight was cancelled early March and I am still waiting for my refund after 3 and half month. Called at least 10 times and been told refund been processed and 3 months waiting receive nothing. I tried to tweet them and they blocked me. This company is disgusting. Customer service is POOOOOR. I will not giving up ask my money back. This company should be shamed themselves.”

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Posted 4 years ago

“Absolutely appalling customer service. I would never use them again or recommend anyone use them. If I could give 0 stars I would! I had a ticket booked in April with Virgin Atlantic via travel trolley. When the news was announced we couldn’t fly I got in touch and paid £1200 fare difference to fly in September. Due to numerous issues with accommodation when we got on holiday and with finding out virgin were offering open tickets I got in touch to get one. I was advised I could have a credit note but only for the original booking price that would NOT include the £1200 fare difference I paid, this was apparently due to virgins terms and conditions. I contacted Virgin Atlantic myself who have advised this is not true, my April ticket is now invalid and only my new ticket at the new price stands so I should receive a credit note for the full amount NOT only the original cost we paid and travel trolley should be honouring this. I rang back to discuss this again, I was told yes I can have a credit note BUT they weren’t sure if I had to complete travel before 30th September so they would find out and call me back. No call back. I again contacted virgin who again stated I was entitled as my travel didn’t need to be completed by the 30th September and they are basically trying to help anyone who is traveling in 2020 regardless of the dates. I haven’t had a call back (3rd time waiting) so I called back myself to be told yet again I am NOT entitled to the £1200 fare difference, despite the fact virgin have told me I am. I am told yet AGAIN to wait for another call back. I am absolutely shocked this company is allowed to trade and cannot believe the misinformation they are providing when the airline themselves are giving me the facts. I have been through Virgin Atlantic’s terms and conditions and not anywhere does it confirm what travel trolley are saying, despite they fact they have to apparently follow the airlines term and conditions. They seem to be making their own rules up to keep customers money. I have now called travel trolley 4 times and I am no closer to receiving an open ticket for the full amount paid. The most up to date I’m told is I can have a credit note for the original booking price and refund for my fare difference - minus airline fees, which last time I asked for a refund I was told I was entitled to £75 in taxes....so still a loss of £1125, if I wasn’t already thousands of pounds down it would be laughable. I am trying to find out how to take this further as it is absolutely appalling. AVOID AT ALL COSTS, PAY THE EXTRA TO BOOK DIRECT!”

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Posted 4 years ago

“Have booked my ticket with them twice. Very competitive rates overall. The Second time my flight got cancelled due to Covid 19. The agent called me himself and confirmed the refund. Happy with the service and will sure be using again.”

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Posted 4 years ago

“I have used Travel Trolley for years now as found their flight prices slightly more competitive than going direct to the airline, I've never had any issues up until now! I was due to fly out to Miami with British Airways on 13th May 2020 which has obviously been cancelled due to COVID-19. I have sent countless emails and made many phone calls to Travel Trolley since mid April (2 months ago) and still I am yet to receive a refund. Initially Travel Trolley were charging fees to obtain refunds which caused a great deal of stress to their customers, now they have scrapped the fee's due to pressure but are just simply NOT refunding their customers. I have reported them to Skyscanner, ABTA, the CMA and even my local MP. They have caused me a great deal of stress on an already financially difficult period and still have my money. I was told by Roma at Travel Trolley that I would have my within 14 working days from 5th May... It is now 11th June and still no sign of my money. False promises and continuous stalling tactics and excuses as to why they 'can't' refund me. If I receive a receive a refund anytime soon I may look to update this review however at this time I am very disappointed with the way Travel Trolley have handled this and treating their customers. I have learnt my lesson and do not think I will ever be using them again after this experience.”

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Posted 4 years ago

“Booked flight tickets before this horrible situation, my flights were cancelled (not informed by then, need to find out), still expecting for a reply, a refund that I am entitled to. Bunch of thieves.”

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Posted 4 years ago

“If I could give 0 stars I would. Disgusting company. Scammers. DO NOT trust a thing they say.”

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Posted 4 years ago

“Company of scammers Read the hundreds of reviews Same thing with me Don't book with them ever”

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Posted 4 years ago

“They are a company to be avoided They tried to scam over 750 people out of 10% of flight bookings on admin charges The took £50 off me. Called them 10 times always getting different answers they are scammers and cheats and liars block you for giving bad feedback and they are a part of Southall travel. Be warned. Do not ever give them business no regard for their customers. Do not want to give you an email regarding disputes incriminating evidence. Taken to hand by the advertising standards for false advertising Now they list a small case in the courts Re the admin fee. Total scammers LET THIS BE A WARNING DON'T DO BUSINESS WITH THEM”

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Posted 4 years ago

“Utterly dishonest in their handling of the corona crisis. Contacted them weeks in advance of cancelled flight. Was first informed the airline wasn't offering refunds, then that it was but I had to pay an admin fee or contact the airline directly. Then airline tells me they *are* offering cash refund but I have to contact Travel Trolley. Travel Trolley then tells me the airline is not offering refunds and I should accept a voucher. I asked for this in writing and they refuse, apparently they're too busy. Two months after first contacting them, weeks after the flight was cancelled... still no sign of the money. They told me it's a hard time for the industry... but it's a hard time for EVERYONE. Like most of the country, my income has dried up - I'm not sure why they think I should take pity on multi-national corporations owned by millionaires? Not every travel company is behaving this way. I hope the public will remember who took advantage of us in our time of need. Scammers. Avoid.”

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Posted 4 years ago

“Absolutely scammers....my flight was cancelled back in early February due to C 19 but still haven't got my refund after many many calls and emails to them. They don't even reply to my emails. Scammers scammers”

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Posted 4 years ago

“Trustpilot reviews are not reliable. Travel a trolley remove negative reviews or those they don’t like. Hundreds of people posted their reviews and their TOTAL COUNTA HAS GONE DOWN by almost 1000 reviews from 31K to 30K. That’s to remain high score. Don’t trust any Trustpilot reviews where they can be manipulated by the company. And their review now! If you can't get a refund claim a CHARGEBACK with your bank EDITED: Travel Trolley reports my review for apparently violating Trustpilot guidelines, it's their way to hide the truth they're not comfortable with. But this is my story... I can't get £780 from them and If you also can't get a refund, go to your issuing banks and raise a CHARGEBACK DISPUTE. That's what i have just told them I am going to do. If Travel Trolley claims that £75 administration fee for cancelling and refunding a flight ticket is their administration fee to cover the cost of doing so, it's A LIE. A Travel Trolley customer service person would need about 3 min to process a refund request with an airline (online form), that's 20 refund requests per 1h. Let's assume an hourly rate is £10. COST £1760pm to pay a CS advisor. EARNINGS: 20 refunds x 8 hours x 22 days x £75 = £264 000 for Travel Trolley to process refunds. They now claim they don’t charge any admin fees - THEY DO. They will charge you and give back only if you ask, cashing in on those who never ask for admin fees to be refunded too. HOW WOULD YOU CALL IT? SCAM.”

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Posted 4 years ago

“Avoid at all costs, lie constantly, speak to you and treat you like second class citizens, been lied to and promised refund for 6 weeks plus, and now being asked to wait a further 30 days.Reading the other reviews I am not the only one. Don't believe a word they say. Use at your peril. You are long forgotten once they have your money. Loyalty to repeat customers does not exist in this company”

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Posted 4 years ago

“Bad experience I PAYED FOR SOMETHING I NEVER RECEIVED I never did cancel my flight but I never received any refund. It’s been months since they promised they will come back to me... and nothing I swear they scammed me As proof this is the ref no RZOPSK”

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Posted 4 years ago

“This is the worst company I have ever dealt with. Every time I ring I get told a different story - a bunch of huge fibs - different ones each time. I wish I had never heard of them. We booked flights to NY with them in April. First they were taking 10% of our booking. Very reluctantly and feeling powerless I said OK just give me back the rest of the £600+ we have paid you. 'It will be in your account in 5 working days'. Still waiting 4 weeks on. Now they are refusing a refund because they want the money from BA first. I absolutely despair of them. Would never ever use again. Book direct - no more terrible telephone lines and lies.”

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Posted 4 years ago

“Absolutely atrocious service. Would never ever recommend. Had to cancel my tickets in view of covid. Poor costumer service, every agent i spoke to gave me a different response regarding the refund i was entitled to - and no one could care less about this fact. They promised a manager would contact me, and over a month later, i am still waiting for a call back. Their only concern was keeping my money and i had to eventually settle for a refund token - since i guessed, i would probably be told even that would not be possible if i called back another time. Honestly, by a country mile, this is the worst travel agency.”

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Posted 4 years ago

“Absolutely dreadful when it came to cancelling tickets and refund process. Rude staff and appalling customer service.”

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Posted 4 years ago

Travel Trolley is rated 1.5 based on 384 reviews