Travel Trolley Reviews

Name: Travel Trolley
Rating: 1.45

1.5 Rating 389 Reviews

11 %

of reviewers recommend Travel Trolley

Company Reviews

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Metrics

1.5

Based on 389 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Same as below reviews - flights cancelled by airline, airline has said they will give full refund, they just need contact through travel trolley. Travel trolley are refusing and even said it is my choice I am not going. Trying to force me to accept a credit note and said I am impatient and shouted at me - awful”

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Posted 5 years ago

“Scam, Scam, Scam, one thousand times scamers, don`t ever use this agency , they keep our money, never refund anything, the refund process is not difficult it is IMPOSIBLE. Worst company ever, hope every one can read this before they buy a tickect with them. Worst costumer service if you are lucky to talk to them something almost imposible. one start is too much, never rply toour queries, never got the refund”

Helpful Report

Posted 5 years ago

“Can't keep track of how many times I've tried to get my money back. Flights cancelled due to coronavirus. Called for a refund as they had ignored previous emails and messages. Got through on the phone and told I could have a credit voucher despite legally being entitled to a refund and if I wanted a refund I'd have to pay £75 per ticket per way for one despite the flight having been cancelled by the airline. This fe has changed every time I've phoned to a different amount so obviously made up. This is illegal, btw. They're not allowed by law to profit and hold your money behind a pay wall when you are entitled to a refund. It is understandable that companies are having trouble over this virus but to behave this way is disgusting. BA have said we can be refunded but they need to contact. Argued for ten minutes before he said 'FINE I'M EMAILING NOW'. They're extremely rude even nasty and intimidating on the phone to get you to give up. Said they contacted but haven't heard anything back so doubt they have. Now in dispute with my credit card, when this is all over AVOID THIS COMPANY. DO NOT ACCEPT A VOUCHER AND DO NOT PAY THEM THE FEE. You are entitled to a refund, this is illegal.”

Helpful Report

Posted 5 years ago

“Travel Trolley are OK ...... until something goes wrong, and in this case our flights were cancelled due to Covid 19. I have sent at least 6 emails to them and received replies from Travel Trolley and a company called Fly Sharp who must be a sister company. They have point blank refused to give me a refund (£1007), all they will offer is a voucher so I decided to take the voucher. However 5 weeks later the voucher still hasn't arrived and in the meantime Emirates are now offering full refunds on flights booked through agencies, but you have to contact the agency. So I phoned Travel Trolley on Saturday and was told that Emirates were incorrect, they aren't offering refunds, I pointed them in the direction of Emirates website and read out Emirates policy, but he claims that was incorrect, I can have a travel voucher or nothing. In frustration I agreed to accept the voucher. My concern is that by the time my travel voucher arrives (if it ever arrives), then they will have increased the prices of the flights (I was looking at a flight to Bangkok for later in the year and Emirates direct were £200 cheaper than Travel Trolley), or worse still the company will no longer exist. Whilst Travel Trolley are ABTA protected from what I understand vouchers aren't covered by ABTA, whereas refund credits are. The voucher if/when it arrives can only be used against Emirates flights booked direct with Travel Trolley. Good luck everybody - I won't be using Travel Trolley or any of their partner companies again after this experience.”

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Posted 5 years ago

“Absolutely disgusted by the service Travel Trolley provides as a travel agency. I booked a flight ticket with destination Dubai on the 25th of March. My flight was cancelled due to COVID-19 outbreak. I waited for 4 weeks in order to get a refund (as I was told by an operator). After 4 weeks, I called again in order to ask for some clarification. I was told that the only two options offered by Travel Trolley were: book an alternative flight within 3 months (who would book a flight within 3 months when there is a pandemic going on?!) or a credit note. Eventually, I opted for a credit note. I am still in the process of receiving it. I think all costumers should go via legal process against this fraudulent operation put in place by this company.”

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Posted 5 years ago

“Appalling company. Booked flights through them via SkyScanner to fly with Virgin. Flights have been cancelled due to Covid 19 & Virgin have said we must go through travel trolley for any refunds as we booked with them. Spoke to someone called Raj who has no surname apparently. I asked for an email address to which Raj said they don't have one - how are they an online company with no email address? I asked for the name of a manager, contact number or email address to which he responded there are no managers - how are they operating with NO managers!? My mom then phoned to request the refund to which they said call back in 3-4 months and we will consider the refund then... what is that all about??? We are absolutely entitled to a refund and will take this to the highest board needed to ensure we get it, even more so as the operators have DYER customer service! Shocking shocking company”

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Posted 5 years ago

“I booked 3 tickets to Japan for 10May I received email from BA to say that flights have been cancelled. I called travel trolley for refund and I was told that I can not get a refund only a voucher I can use with 1 year. After calling them 5 different times and speaking to 5 rude different agent and one pot the phone down on me. I managed to get refund but they took £75 admin fee for each ticket. I will never book with travel trolley please avoid them they are rubbish.”

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Posted 5 years ago

“I am dealing with 3 companies after the cancellation of my holiday due to covid 19. Travel Trolley have been the worst by far .Terrible service. £75 charges for each flight refunded. No mention of this in the terms, no complaints policy. Currently complaining through ABTA, and have alerted Which and Martin Lewis. Skyscanner have condemned these charges in an article in the Telegraph. Dont use this company .”

Helpful Report

Posted 5 years ago

“Taking advantage of COVID-19 Flight cancelled due to COVID-19, Gulf air agreed and authorised full refund but ask to claim via travel trolley as the ticket was purchased through the Agent. Initially Travel Trolley was agreed and confirmed that they will ask the refund. 4 Weeks later when I contacted and enquiring about the refund agent tried to fool me by saying according to advisory Travel trolley will deduct more than £40. Asked why the reply was according to advisory. When I question who is the advisory is it government ruling the reply was Travel Trolley. What a fraud and cheating company. When I said I do not allow any deduction I been told by the agent than refund will take 9 months. Must avoid”

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Posted 5 years ago

“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 5 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 5 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 5 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.”

Helpful Report

Posted 5 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.”

Helpful Report

Posted 5 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 5 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 5 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 5 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 5 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.”

Helpful Report

Posted 5 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!”

Helpful Report

Posted 5 years ago

Travel Trolley is rated 1.5 based on 389 reviews