“Don't waste your time trying to find and actually book travel deals through Fleetway Travel company. My bad experience happened this week. Travelzoo's "Top 20 List" included a 5 night package to Paris from several US cities. The package included r/t air and hotel for $599 per person. I followed the booking directions provided by Travelzoo, which connected me with the vendor, Fleetway Travel. I went through all the steps, answering all the questions, selecting the available dates, airports, upgrades, and options. I completed the required documentation and registration. At the conclusion of this process, Fleetway's online booking told me my travel reservation had been submitted and that someone would contact me the next day for payment processing. Three days passed and I had not been contacted. I tried to call Fleetway Travel and couldn't get through (number I had went to The UK). I contacted Travelzoo customer service and they told me they would look into my reservation. The next day Travelzoo Customer Rep., Lisa called me and said Fleetway had my reservation and would be calling me shortly. Later that day, I finally got a call from Fleetway Travel. They denied having a record of my reservation and the Fleetway Rep. told me they have not been able to process or even read the reservations submitted via their website due to the heavy volume of calls they had been receiving. The Fleetway Rep would not honor my reservation, look for my reservation, or even acknowledge that they had received a submission from me. I told the Fleetway Rep. my exact submission dates and that I had followed the directions provided by their and Travelzoo's websites, and that I was supposed to receive a call to process payment. She said "we can't be chasing people down who booked vacations online" and "I have booked over 20 vacations for customers who called in today alone, I don't have time to check online reservation requests". The advertised travel deal I signed up for 5 days earlier via Fleetway Travels own website was not available, if it ever really existed. I immediately called Travelzoo Customer Service to inquire why they told me Fleetway had my reservation, to ask why online bookings weren't being honored, and finally ask why Travelzoo would partner with a vendor of this poor of caliber. Doesn't Travelzoo check out the businesses it promotes? Travelzoo Customer Rep. apologized for my experience, said they would note my complaint for future reference when working with Fleetway Travel, but that Travelzoo couldn't make Fleetway Travel honor the promoted travel deal. Based on this bad experience, I can no longer use Travelzoo and would highly recommend others save themselves the time and trouble of using this online service.”
“What a disgusting, dishonest company. Fleetway cancelled my April trip in March. I have requested the refund i am entitled to. I have requested it everyday since they cancelled. In the beginning i got automated replies. Now i don't even get that. My phone calls go to voicemail and my calls are never returned. They stole our over $7000 usd. Don't ever use them.”
“I can only guess this company will be going bankrupt soon after the numerous negative reviews. It is clear they spent all of our hard earned money because they are not abiding not their terms and conditions and refunding our money. I have called many times and emailed. I received only one return email were the respondent excitedly told me they will be giving me a credit. I responded back and told them i only want a monetary refund. No surprise, they have not responded. I dont want a credit, i dont want to do business with them as they are not trustworthy. Besides, how good will my credit be when they go bankrupt.”
“I must say that the hotel in Edinboro was the worst I have ever stayed in. So bad I booked and paid for another hotel for the last 2 days. I couldn't get ahold of fleetway for reimbusement and no answer from customer service. I guess it was a $300 education to never use Fleetway again. John Daugherty reviewer if Fleetway has the desency to contact me. Too bad I can't give them 0 stars...”
“LOST RESERVATION FOR A CHECKED IN BAG
I have booked a vacation with Fleetway, and paid $159 to check in a bag, and it never showed up on the reservation with the TAP air. It did showed up with the return flight. So, someone made a mistake. I have called Portugal air 3 times before my vacation to sort it out, and I have called Fleetway 2 times. The second time, the travel agent who I left a voicemail for, didn't bother to return my call. I have contacted Fleetway after my trip and explained that I didn't want to have problems at the airport, and ended up purchasing another bag on my own, hoping that I will get reimbursed. But they said that they couldn't help me. I am not sure how it is possible to pay for checked in bag , and it doesn't show up on the reservation with the airline. It is very disappointing that they couldn't reimburse me, to keep me happy. Rest assure you have lost a customer.”
“Still waiting for my refund after almost 4 months and they don’t even acknowledge emails now. Are they still trading? Will anyone ever use them again?
I accept there has to be a delay but this is getting beyond. I was surprised they did not feature in Martin’s money list of problem companies recently.”
“THINK THEY'RE ABOVE THE LAW
I can only echo what everyone else on here has said about fleetway. PLEASE DO NOT USE THEM THEY ARE DISHONEST AND CORRUPT. Withholding customer money is fraud - if you havent provided the service we have paid for you are required BY LAW to provide a refund. I have challenged them on many occasions and taken this to Martin Lewis and also Watchdog.
Appalling company, I will never use them again and will ensure as many people as possible are aware of their underhand tactics.”
“I’ve had some great holidays with Fleetway with no problems, but they’ve really shot themselves in the foot over their response to refunds over the COVID pandemic. Like everyone else, I asked for a refund early May when they cancelled my trip. They only offered a voucher which I didn’t want. I asked my bank for a chargeback of £547 which they duly refunded me almost immediately, because this was paid on a debit card. The remaining £400 was paid on a credit card which I am in the process of claiming back from the credit card company.
A bit of advice here to try to get it back from your bank through the chargeback scheme. It only took a phone call”
“My holiday was cancelled in late March. I did not contact Fleetway for a couple of weeks, as I knew they would be inundated due to Covid-19. When I tried to phone Igot the recorded message saying the y were not taking calls. I emailed them several times stating categorically that I would not accept the refund credit note and that I wanted a full refund, in accordance with the Travel Package Regulations 2018. After informing them that I would be escalating the matter to BBC Watchdog and ABTA, I received an email from the Ops Manager, confirming that they had received the funds back from the hotel group and my refund request would be treated as a priority when refunds began to be processed from early June. Nothing received by 12th June so I called and after a 30 minute wait, managed to speak to anAdmin person. He put me on hold while he spoke to Accounts, but then told me that Accounts could not find the paperwork, saying 'it must be in a pile somewhere'. He was as helpful as he could be, in the circumstances and promised to investigate further and email me. I received an email later that day saying that they had found my paperwork and I should receive a refund in 2-3 weeks! 2 weeks on, no refund, so I have emailed them again. No response received. I have many friends who booked with other travel firms and they have all had their monies refunded.I will pursue this through the courts and will never use Fleetway again. Good luck to everyone else chasing refunds from Fleetway”
“These reviews are not being seen by many people still booking With them.
I’ve got some information on going on BBC radio 4 Money Box Live.
If no response to my emails by the end of the week, we will see if national coverage will help.”
“I want my money back for my holiday which they cancelled due to covid 19. They point blank refuse to refund me and have stopped replying to my emails. They are not in the least interested after I have explained that I REALLY need this money NOW, but they don't even bother replying.”
“Fleetway cancelled our holiday in early March and has since refused us a refund.
Communication with the firm has been hopeless.
Avoid booking with Fleetway.”
“Fleetway cancelled holiday early March and have been unable to get a refund. In the end I contacted my credit card Company and got a refund yesterday. Shame on Fleetway a Company I will NEVER use again. In normal times I take 4/5 holidays a year so Fleetway you have lost a potential customer.”
“Similar issue with Fleetway as everyone else. Holiday cancelled, refund promised in 5 days. Nothing has happened and impossible to contact them. Trying a disputed payment claim with Barclaycard but just as hard to contact. Next stop ABTA. Don’t see an insurance claim succeeding until these avenues have been exhausted. Have previously had good experiences with Fleetway, but they obviously they don’t expect to be around when all this is over.”
“Cut our holiday short by 7 days the worst holiday we had ever had, now won’t answer the phone or answer emails disappointing customer service avoid avoid avoid.”
“I can only guess this company will be going bankrupt soon after the numerous negative reviews. It is clear they spent all of our hard earned money because they are not abiding not their terms and conditions and refunding our money after they cancelled our trip. I have called many times and emailed. I received only one return email were the respondent excitedly told me they will be giving me a credit. I responded back and told them i only want a monetary refund. No surprise, they have not responded. I dont want a credit, i dont want to do business with them as they are not trustworthy. Besides, how good will my credit be when they go bankrupt”
“My trip was cancelled because of the pandemic. Fleetway policy clearly gives you the option of a full refund. I have requested such via email only to be ignored. They then sent out a mass email stating theu wont honor their terms and conditions and to contact my insurance company. My insurance does not cover the corona virus. Fleeyway not only has my money free and clear but the money of many others. Nice scam.”
“Absolutely disgusted with customer services. We phoned due to our holiday been cancelled because of COVID19. We asked if we could have a full refund back as they cancelled the holiday. The lady on the phoned laughed as us and told us no. She kept shouting at us down the phone and told us to be quite. I'm in absolute shock about her attitude and behaviour. I understand they are under a lot of pressure but there is no need to be so rude!
Im also very upset that they are refusing to give us our money back. The lady on the phone laughed and said it was in their bank account and we couldn't have it back. When it very clearly states on their policy if the holiday is cancelled due to a major incident we would receive a full refund.
I feel let down, upset and shocked by the whole situation.”
“They suck, they are crooks, they are liw life and i hope their business folds. In this time of a pandemic you think this company would be compassionate but instead, even though there are travel restrictions they refuse to reimburse any money. Their terms and conditions state you have the option of a refund if the flight was cancelled. Now the dont respond to emails and they are keeping our money and ignoring us. I hope they all get the corona virus.”
“If i could rate them lower, i would. Almost nonexistent service from the management and customer service teams. The few email responses i received were autoresonses. I have requested they provide their complaints procedure several times, they have not called back nor passed the info on to the appropriate person. I have sent several emails and made many phone call attemts. They will not refund my vacation money even though there is a government banning travel to Italy. According to their terms and conditions this would be considered a major cancellation reason. They are violating their own terms and conditions with their 'because we can do what we want' attitude. They offered me a useless credit for 2 years or I claim through my insurance, which by the way does not cover the corona virus. I will contact small claims court to try and get my money back and explore other avenues for help. DO NOT USE FLEETWAY UNLESS YOU WANT TO LOSE YOUR MONEY!”
