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

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

“While I have used them before, when it comes to requesting a refund for two flights cancelled by Singapore Airlines, due to the Covid-19 pandemic, Travel Trolley are nothing but obstructive. Customer service is almost non-existent. I can't connect to the phone number they give and, email requesting a refund remained unacknowledged for 38 days. Unacceptable! I am not alone in feeling very disappointed by Travel Trolley's appealing lack of concern for their customers. There is a Facebook group with, at the last count, some 412 members all very frustrated by by the company's appalling attitude. A Facebook search 'Travel Trolley Covid-19 Refunds' should take you there. It is my opinion, I could of course be wrong, that Travel Trolley are acting unlawfully under European Regulation EC261 which still applies to flights into the UK. Not even worth one star.”

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Posted 4 years ago

“The worst travel agent I’ve ever come across. DO NOT BOOK WITH THEM My flight was cancelled due to Covid 19, They didn’t bother to inform me of cancellation. In there was no commutation from them at all. Email after email with no response. Now they are trying to hold my money (over 2k) they ignore emails, can’t get through on the phone. The emails I have had back from people all say something different then when you reply and question them they just ignore you. I’m really shocked as it seems the airline has refunded them weeks ago. It’s really disgusting the way they are treating people”

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Posted 4 years ago

“Almost left me stranded in the Philippines with no help or contact of any form, when they finally got back to you they said they tried to contact me and when asked for proof they ignored me completely. This left me £340 out of pocket”

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Posted 4 years ago

“Awful, wasn't informed flight cancelled, and they refuse to give me written confirmation still!! Been told 2 different replies, I can have a refund if I let them keep £200 even though it's no fault of mine and I didn't cancel, or, it's not down to them as an agent, the airline needs to refund me, which BA assure me that is incorrect information I am being given!!!!”

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Posted 4 years ago

“Same as everybody else here, illegally trying to charge a ‘commission’ as they state that if you ask for a refund, they will consider that you have cancelled and not the airline. A bunch of crooks. Let’s start a joint legal action against them?”

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Posted 4 years ago

“I had flights booked with Etihad through TT. Flying from Manchester to Phuket via Abu Dhabi on the 7th April and returning to Manchester on 29th April. I got an email from Etihad saying my first flight was cancelled but my second flight from Abu Dhabi to Phuket was rescheduled for the 10th, not sure how they expected me to get there for the flight though. That was the one and only email I received from Etihad, the remaining 3 flights are still showing on the Etihad app as being completed although I can confirm that none of them left the ground. As for TT, I had to contact them to ask for a refund via Email. They only reply to you if you send to their Urgent inbox and that’s usually a whole lot of waffle that is the last thing you need right now. I got a number to call them and I wish I never bothered, the guy I spoke to was rude and kept talking over me. Anyway they sent off for my credit voucher from Etihad 3 and a half weeks ago and emailed me telling me to give them 3-4 weeks so by Friday I should have some news. I did get hold of Etihad who then told me they where giving customers full refunds with no fees, an option that was denied at every stage by TT. I emailed TT back on Friday to tell them I wanted to take the Etihad credit option but after reading all the reviews on here and on social media I’m beginning to regret it. I would never book again through an agent after this experience, TT has let me down and I will definitely be booking with the airline direct. I advise everyone else to do yourself a favour and avoid the grief, it’s not worth it, dealing with people like this.”

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Posted 4 years ago

“My Review about Travel Trolley. I spoke to Customer Service, Mr Vince this afternoon in Travel Trolley. He was very nice and his customer service was excellent. I booked 24 tickets with Travel Trolley for myself and family to travel to Dubai to celebrate my 60th Birthday in May, 2020. Due to Coronavirus Covid-19, all the flights are cancelled. I emailed Traveltrolley 3 times. I got reply back to phone them. I spoke to Mr Vince about our cancelled 24 booked tickets. He promised to issue us FULL CREDIT NOTES WITHOUT any deductions of fees and this can take up to 3 weeks as he promised. I hope all is true. I will be back to give my review update when I receive my Credit Note as they promised from Travel Trolley Travel Agent. Thanks.”

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Posted 4 years ago

“Attempting to impose a potentially illegal administration fee to simply process a refund I am legally entitled to. Unilaterally changes the terms and conditions AFTER the booking to include new charges. Obviously unenforceable in law. Have complained to Competition and Markets Authority regarding their potentially sharp business practices, and potential exploitation of the Covid-19 crisis for their own gain. Emails are generic and do not answer the points raised. Phone lines are staffed overseas who seem to have some difficulty understanding the situation. Very poor experience. A cautionary tale to anybody thinking about booking with this company. If you check their Google reviews, suspicious positive and unrealistic reviews are left to increase their overall feedback. Some even allege they have recently booked flights through Travel Trolley despite it being clear that very few flights are even being sold!”

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Posted 4 years ago

“My flight was cancelled due to covid-19 .I called travel trolley and spoke with Mandy for my refund ,he was such a helpful guy .he started my refund process within no time .I highly recommend travel trolley .”

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Posted 4 years ago

“We booked our flights to America at the beginning of January and due to the current climate the airline has cancelled the flights. When I tried to contact Travel Trolley before the flights were cancelled for updates, their phone system is non existent, they hardly ever reply to emails. Now today I managed to speak with them and asked where we are up to with our refund and they stated that the airline has issued a credit refund even though I gave them instructions not to accept a credit note. I called British Airways to discuss this and they have not issued a credit note at all and are in the process of issuing a full cash refund to the agency - Travel Trolley. So, I called them back relaying this information and the previous person spoke to was obviously lying to me, then I got told I can accept a credit note or a cash refund but with a £50 per person cancellation fee. When I said I hadn't cancelled the flights she said it was an admin fee per person. I questioned the difference of a credit note with no admin fee and a cash refund with an admin fee she said I could wait 2 to 3 months for a full refund with no fee as that is how long it would take to get it back from the airline. I asked her to ring trade support for the airline to ask how long it would take for the refund as that is what British Airways told me to say and she said she would contact the relevant department to speak to them and would email me back, when I asked to get her name she suddenly couldn't hear me and the phone went dead. I understand the current situation is difficult but it is for everyone and I need my money back as well.”

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Posted 4 years ago

“Don’t book with this company. They are trying to charge £75 cancellation fee even though the airline aren’t charging fees. Book direct with the airline”

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Posted 4 years ago

“AVOID AT ALL COSTS - TT are scammers who will hold your money at ransom. They are rude, arrogant and will lie to hold on to your money. They do not honor any contract made with you and will pass blame to avoid giving you a refund. Avoid!!!!”

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Posted 4 years ago

“WORST ONLINE TRAVEL AGENCY - BEWARE They will hold your money at ransom. They will not refund you or if they do they will charge you an admin fee, which is not specified in T&Cs. The a rude, arrogant and operating illegally. All all costs DO NOT PURCHASE FLIGHTS THROUGH TRAVEL TROLLEY OR PARTNERING BUSINESSES IE SOUTHALL”

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Posted 4 years ago

“Would give a zero rating if possible. Full of lies and excuses. Ignoring emails and insist that correspondence be made via telephone so that their customers have no written evidence of what they're saying. Customers who are legally entitled to refunds are being told that they have to pay a £75 per person 'admin fee'. What they are doing is illegal and hopefully they get what is coming to them. Profiting on customers loss and suffering during what is already a difficult time for all. Shame on you! You can't stop us Travel Trolley. We will continue until we get what we are due”

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Posted 4 years ago

“Awful company no refunds given credit note option you should not take credit option you have no legal comeback . The Airlines have said full refund Travel Trolley are changing terms and conditions to suit them this is not legal and original t/c apply . I doubt they will last long as a company and go bust they deserve to the way they treat customers have contacted many times on email and phone the staff are reading off a script making profit out of bad situation i did think they were ok not anymore will not use again go straight to Airline i urge everyone to do the same”

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Posted 4 years ago

“Absolutely awful company - refusing to refund £1200 of my hard earned money. Conflicting advice provided on several occasions, weeks and weeks of chasing to be finally offered a refund only for it never to arrive! Do not waste your money by using this company.”

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Posted 4 years ago

“Totally unacceptable and rude customer service team giving inconsistent and incorrect information via emails and calls that go round in a loop. Failure to support customers with cancelled flights at a time when they are most needed..and demands to pay large fees to get your refunds is not acceptable..afterall if you take money from people for a service you have to take responsibility for this....when it goes wrong!!!”

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Posted 4 years ago

“Totally unprofessional approach to deal with customers in regards to a refund due to a cancelled flight! They have decided to change their contract because to many people are entitled to a refund, charging made up admin fees, here is a group where 300+ people are having the same issues and joining together https://www.facebook.com/groups/254379779287709/?ref=share”

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Posted 4 years ago

“💯 do not recommend this company. Steer clear! Cowboys! Just read all the other unhappy reviews - says it all. They delete negative trust pilot reviews and pay their staff to put on false positive ones. Says it all really!”

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Posted 4 years ago

“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

Travel Trolley is rated 1.5 based on 384 reviews