“Extremely poor service and a complete failure of duty of care.
Southall Travel failed to secure and pay for our hotel booking, leaving me stranded abroad until 2am with my elderly mother and sister. Despite repeated assurances from their team that payment had been made, the hotel confirmed this was not true. I was forced to pay out of pocket to avoid my family being left without accommodation.
What followed has been even worse. It has now been three weeks with:
• No refund from Southall Travel
• No compensation
• No call backs despite multiple promises
• Constant deflection of responsibility
I have spoken to numerous advisors and senior staff, been repeatedly told the matter was “escalated,” and yet nothing has been resolved. Instead of taking ownership, the company has delayed, passed blame to suppliers, and even raised data protection issues weeks later rather than addressing the actual problem.
I have spent tens of thousands of pounds with this company over the years and recommended them to friends and family. The way this situation has been handled is shocking, unprofessional, and unacceptable.
I would strongly advise others to think very carefully before booking. If something goes wrong, do not expect accountability or timely support.”
“I booked tickets for my elderly parents, and the whole experience was a complete nightmare from start to finish. flight was delayed and you could see that on airline website but Southall travel kept telling me its not delayed. their system wasn't even updated.my parents missed their connecting flight. Southall Travel keep blaming airline but airline said that as i booked through travel agent they couldn't help.
Southall Travel told me to call back at 9am which I did then they kept saying we’ll call you back in five minutes.. after waiting for hours i called again spoke to many agents (Aarmaan, Ishaan(very rude) Auyush and Viren(who doesn't even know how to speak English and was super rude) Farida asked me to cancel the check-in (which I did), and after that, they completely ignored me. It felt like they just didn’t care at all once they had my money.
My parents are senior citizens and this whole mess caused them so much stress and anxiety. The lack of responsibility, communication, and basic customer service was unbelievable. They wasted our time, our money, and treated us with zero respect.
Southall Travel is by far the worst travel agent I have ever dealt with. Totally unprofessional, unreliable, and heartless. DO NOT book with them — if something goes wrong, they will leave you stranded and refuse to take any responsibility. do yourself a favour by not booking through them.”
“It was quite a good experience with Kunal. He was very helpful throughout the call. A jolly guy. Great work buddy. He sorted things quickly and with ease.”
“I called Southall travel to book a ticket from LHR to JER. The price they quota me over £435. I told the person I was getting it for £170. He said we can't do that. I booked the ticket with another well known company. When I called the Southall Travel, He said If I don't like I can go else where. Then he cut me off. I would NEVER to go Southall Travel Again.”
“Need to close down as I was put in to diffrent hotel compared to what it said on my papers and tickets when I asked for a particular hotel name gave me a price agreed to it
When I got there hotel was completely different be careful guys don't get fooled”
“Do not book with this travel agent. I couldn't fly due to Covid travel restrictions for my mum's funeral. They were not willing to give me a refund. They threatened me over three years and took me to court, where the case was dismissed and they had to pay me the expenses. All the stress they caused me over past three years! I clearly knew my rights so I was not going to let them win. I feel sorry for people who get threatened by this company and give in and loose their money to fill the travel agent's pockets. You have been warned!”
