“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.”
“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!”
“I will never understand why you don’t follow the customer service of this land. Why you lie, scare vulnerable customers and be rude to them. Learn some manners, respect your customers and value them as they are the one paying you!”
“You need to improve your communications and customer service with your customers. Not just take the money and fill your pockets. Learn to respect your customers and support them.”
“SCAM... SCAMMERS..
Avoid at any cost. Almost lost £2000 got it back as it was weekend and Bank transaction was in Pending status.
They took card details after card details keep saying declined... at the end i have to cancel all my cards.”
“Be careful when booking a package deal with Southall Travel apparently they are under no obligation to provide the customer with a breakdown of costs even though this was not made clear to us at time of booking. So if any element of your package iholiday is cancelled you are not able to make a claim through travel insurance who require a cancellation invoice. We were unable to travel due to a family emergency. Whilst we rebooked the flights our hotel was cancelled. We were unable to claim through travel insurance as Southall Travel refused to provide us with an invoice for cost of the hotel.
In total we spent over £6000 with them for a group booking but they wouldn't even provide us the information as a goodwill gesture.”
“Scammed out of £1000! Someone masquerading as a self employed agent of this company, took two £500 payments from my credit card. When asked why, they said that they had made a mistake, but would refund one of the payments. I've had no flight tickets either and doubt if I ever will. My bank has been informed but now I have to wait for my bank to investigate.”
“Fraud, Fraud, Fraud!!! this company has agents working in their office calling people and selling them tickets using other company names!!!! they collect money in to Southall travels bank account if they cant take payment over the phone using apps like paysend, and when questioned when they are found out that why are fraudsters using your bank to hide funds they have no answer! the Metropolitan police force are also aware of this! so if you have been scammed by people taking money for tickets and not receiving tickets 100% it will be southall travel! they make fake advertisements on facebook constantly and use several company names and addresses”
“DO NOT USE THIS COMPANY! They are thieves and steal money from their customers! I paid a £150 deposit in good faith, which I was told was refundable should I not wish to go ahead my booking. I ended up booking tickets myself and they refused to give me my money back. I lodged a complaint and despite having evidence and their calls being recorded, they fobbed me off and keep telling me they will sort this out and get back to me. This has been going on for the last 6 months. Southall Travel are thieves and liars and should be ashamed of themselves.”
