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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“Not even worth one star. Got caught in the corona crisis in Thailand. Thaiairways who were brilliant told us to contact travel agent who were Travel trolley. No chance. Had to book a new flight home and just about got one at an inflated cost. Have sent a number of e-mails and complained but no reply. Very poor and I will continue to pursue so should everyone else. They shouldn’t be allowed to not meet their obligations.”

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Posted 4 years ago

“I wish I could mark this with no stars! Horrendous. I had my flight booked from Dubai to London. It was cancelled as emirates stopped all flights... I have been trying since 25 March to get a full refund. The customer service staff are rude and very unhelpful. I sent a complaint email and get told to call the customer service staff... I am very unhappy and I just want my money back in this time of crisis. Arghhhhhhh frustrating”

Helpful Report

Posted 4 years ago

“0 stars if could submit 0. They only gave me two options to get a refund for my canceled flight: - Get a voucher of full credit with Travel Trolley for a year - 75 GBP credit note per person This is an absolute scam. I wonder if anyone manage to actually get a refund so far”

Helpful Report

Posted 4 years ago

“Emirates are giving full refunds or credit notes to all its customers. I told this to Travel Trolley who said that they would only give me a credit note. Absolute sham, do not use.”

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Posted 4 years ago

“Traveltrolley are acting like complete cowboys when it comes to refunding cancelled flight tickets. Qatar Airways (and the law) say that we are entitled to a full refund for our cancelled flights. But Traveltrolley will only give the option of a Credit note or a refund LESS a £75 per person charge. This “cancellation charge” is not listed anywhere in their terms and conditions, so they are just trying it on. Do not book with them or their parent company Southall Travel.”

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Posted 4 years ago

“Booked a flight to Dubai with TT for 31/03/20 flight cancelled due to Covid 19 have had no contact from TT until I phoned them today,They are refusing to give any refund despite Emirates giving full refunds to customers for cancelled flights. Will never use this company again.”

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Posted 4 years ago

“SCAM!!!!! Flights cancelled by British Airways, British Airways is offering full refund at NO cost as per EU regulation 261/2004 but Travel Trolley is trying to charge £75 per person to process that FULL REFUND, something which is not even in line with their own terms & conditions and illegal! Customer service agents are rude, saying something different every time you call them and refuse to put anything in written as they are aware what they are asking for is totally illegal!”

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Posted 4 years ago

“The worst customer service I have ever experienced. Will refused to refund you. Change stories and will delay issuing you your rightful refund. Disgraceful.”

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Posted 4 years ago

“OMG what a disgusting company, Raj/Stuart terrible, I was due to fly to JFK on the 27/04/2020. I called to request a refund, firstly Stuart said my flight is still showing as open?? I told him this is impossible but he insisted. I spoke to Virgin who confirmed of course the flight is not open. I then spoke to Raj, who just repeated over & over & over again that he could only issue me with a credit note. This company is a absolute joke!! Good luck to everyone trying to get a refund!”

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Posted 4 years ago

“I booked a holiday to sydney which i was supposed to fly out for 4/5 weeks ago and couldn't because they closed the borders. travel trolley only said i can get a partial refund and didn't advise of a credit note until i requested one after speaking to emirates and they said the agency will be able to provide a credit note. They told me to wait until the end of April to receive confirmation of my credit note and I called them up to check the status of it and they can't see any sort of request on their system. I called several people after confirming with them i want a credit note and NOT a partial refund and was assured this is what i will get, i just have to wait. Now the story has changed and i am absolutely fuming. Not happy with the customer service and would no recommend. Do not use, they lie and just want your money. Go back on all the advice they give you.”

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Posted 4 years ago

“I have had problems with travel trolley for months, starting way before anything to do with coronavirus. They misinformed me about my rights to change flights then repeatedly denied any responsibility, meaning I missed the window to change them (losing over £1500); I went through ATOL after they refused to refund and despite the emails showing their changes in their story and the “facts” multiple times, ATOL wouldn’t do anything basically saying it was my word against theirs. No attempt to check their policies or anything. I resorted to requesting the tax refund of £200 which I have in writing they would refund but first it was 4-6 weeks process then the second email said 6-8 weeks in true TT inconsistent style. Well now it’s been over 7 weeks and as advised by them I sent them an email after 6 weeks... nothing. I requested the refund before all the Covid-related cancellations so the backlog shouldn’t have affected it. I don’t expect anyone to call up Travel Trolley over this because ATOL are an utter waste of time, dressed up as protecting consumer rights but they are completely on the side of the agencies. Disgusting that they are refusing to prioritize refunds over continuing to sell tickets, it is literal daylight robbery, but from my experience over 4 months with them I’m not surprised. They could not care less, and have the time to try and defend themselves by replying to these comments but not returning money which does not belong to them. I really hope someone succeeds in suing them.”

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Posted 4 years ago

“DO NOT USE TRAVEL TROLLEY.... I phoned and emailed about a full refund as our flights are cancelled and they have sent an email saying there offices are closed and to email after 20th APRIL...... CUSTOMER SERVICE IS NON EXISTENT AT THIS HARD TIME.. THEY NEED TO SUPPORT AND ANSWER US WHO HAVE PAID FOR A SERVICE WITH THEM!...DISGUSTING LEAVING EVERYONE IN LIMBO WITHOUT REFUND! ..I WILL CONTACTING MARTIN LEWIS.... LETS NAME AND SHAME THIS COMPANY!”

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Posted 4 years ago

“Avoid this agency at all costs. They are useless with customer service and will not refund a flight cancelled by airline. I strongly advise you to book elsewhere. They really do not care about their customers.”

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Posted 4 years ago

“Iam absolutely disgusted with your service... I booked a flight to Australia on the 7th April through you with Etihad... Etihad customer service e states it is down in to you to refund... Why will you not refund my money. You are still taking bookings from people yet not refunding the people who's flights have been cancelled ...”

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Posted 4 years ago

“Our flights were cancelled from Japan and despite many phone calls and emails they have made no attempt to contact me with any news as to alternative flights or refund. Their service is non existent. Never book with these people”

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Posted 4 years ago

“Travel Trolley is totally a fraud company !! Those who cancelled their bookings due to COVID19 be aware!! I have called Qatar Airline, I have been made aware that all refund was issued as format of payment which is bank/Card on 18th if March . But company failed to inform me . I have to call and chase up on my tickets. After long waiting they answered my call , but Travel Trolly refusing to refund my money back ! It was a booking for family of 6 people , and when you come around to rebooking you will NOT get the best fare available I.e. from the website, they will only give you the fares that they can see which are considerably inflated prices ... obviously all the additional tax and fare difference will apply ! And to top it off staffs are very rude !! No one is helpful! This is total rip off from people on this time !! They making profit from people like us !! Utterly shame 😡😡😡 Day light robbery IMO! #Whattheydidnttellyou”

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Posted 4 years ago

“I’m in Australia and wondering how to get back to the U.K. my return flight was scheduled for 6 May, but Emirates cancelled all flights. Travel trolley is not replying to emails or answering their phones.”

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Posted 4 years ago

“Good prices but absolutely useless at times of crisis. Return flight was cancelled and no refund or support has been offered. Had to book a new flight to return home.”

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Posted 4 years ago

“Hi, Myflight was cancelled by the airline, not by me! Travel Trolley is lying saying the airline doesn't want to give the full cash refund option to customer which is not true as i have contacted the airline which said that they will give full refund option. We should all sue you. We can talk about that on their traveltrolley twitter page. It will be also great if anyone with law knowledge who could give us small advice about it please. Regards.”

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Posted 4 years ago

“Travel trolley definitely provides a good ticket price through travel trolley, but, I am totally dissatisfied with their service thereafter. Due to Coronavirus outbreak, I had to cancel my trip, as I did not want to take a risk with my 2 small kids, being infected and travelling to India. I had booked my tickets in February. Since, Indian advisory had advised not to travel, we contacted them, but, they were not ready to refund or reschedule the tickets without charges. The primary carried Etihad Airways had offered free change of date, but, Travel Trolley was charging an outstanding ticket fare difference for the changed date, along with an additional charge of change of date fee, altogether which they quoted to be 755 Pounds. Now, I am planning to sue them on Consumer rights charges. There is no other way, they would learn a lesson! On this review, if I did not get a refund or a solution to my problem, how will I rate it?”

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Posted 4 years ago

Travel Trolley is rated 1.5 based on 384 reviews