Travel Trolley Reviews

Name: Travel Trolley
Rating: 1.46

1.5 Rating 380 Reviews

11 %

of reviewers recommend Travel Trolley

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1.5

Based on 380 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

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“Garbage. Will not give me a refund for COVID. State I have to accept a credit note.”

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Posted 4 years ago

“Awful company with very shady practices. British Airways offering full refunds, travel trolley claiming that's not true, and charging a 10% refund fee. Insane, and only added for COVID-19. Not in the Ts&Cs before. Avoid booking with them at all costs.”

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Posted 4 years ago

“Due to Covid -19 my flight has been cancelled, Etihad told me directly I was due a refund due to current travel restrictions. I had to contact via yourselves, which I did - you send such awful generic replies. Clearly haven't read the email I sent. Utterly abysmal! Spoke to your rude and unprofessional customer adviser , who started saying I can't hear you , when you ask for any useful information. Awful company if you need to get a refund , I've lodged a charge back with my bank as I'm not getting any email response.”

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Posted 4 years ago

“Do NOT book with this company..!!! Their customer service is not existent, they break their own rules and will do all possible to refuse to refund you your money!! STAY AWAY!!!!”

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Posted 4 years ago

“Absolute disgraceful company, say they are charging you an admin fee if you want a refund straight away or you can wait for a full refund when the airline refunds Travel Trolley. Called them today as BA confirmed they have refunded TT and they now still want to charge me an admin fee to get my money back. Total criminals, please write your reviews on every site possible and email your local MP, media outlets and post on social media”

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Posted 4 years ago

“I tried for 2 weeks to contact them but the phone line would just go dead after the recorded message. Don't bother trying to talk to them, it's not worth your time and effort because it'll take you months and you almost certainly won't get a refund. If you purchased flights only, contact your bank or your credit card provider and request a chargeback. To obtain a successful chargeback you will be required to provide them with evidence that you haven't received what you purchased so you'll need to send them copies of your correspondence with TT and confirmation from the airline that your flights were cancelled. They'll send you a form asking you to confirm why you believe a chargeback is necessary. I chose the reason that I didn't get what I paid for. If you booked accommodation as well as tickets with TT then this is treated as a package holiday and provides you with more protection and you could request a s.75 refund. A s.75 refund means that the credit card company is also liable for refunding your money in the event that something goes wrong. I tried a s.75 which was unsuccessful because I only purchased flights. However, I was successful with a chargeback. I strongly doubt this company will survive for much longer so make your request sooner rather than later.”

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Posted 4 years ago

“I booked a flight to Calgary to fly on May 1st. Obviously due to the Corona virus my flight was cancelled. My flight was with Westjet via Travel Trolly. I checked the Westjet website who confirmed that they offer a full refund or a voucher. When I called TravelTrolly they only offered me a voucher. When I pointed out that I was legally within my rights to have a full refund they refused. They informed me that they would only send a voucher and this was on April 27th. I still have had no correspondence.”

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Posted 4 years ago

“Horrendous company do Not believe a word they say. Fobbing customers off with refund vouchers when they are entitled to a cash refund. Avoid at at costs if you value your sanity”

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Posted 4 years ago

“Useless scam artists unbelievable rude customer service. Airline staing giving full refunds yet travel trolly only offer voucher.... been since 15th march and still nothing. Dont ever use this company I'd give -1 star if able”

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Posted 4 years ago

“Booked a flight with them which got cancelled because of COVID. Rang and over the phone the guy said there will be 10% charge for a refund if I legally want it within 1 month. Otherwise have to wait for 6-8 months. Emailed them and they didn’t even give any refund option!! I had no issues getting money back from BA and EasyJet for the cancelled fights. I just hoped I booked directly via airlines instead of them. Company’s real test is in hard time and how they handle/treat their customers and I don’t think they are doing a favour to themselves.”

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Posted 4 years ago

“We recently rang for a cancelled BA flight for a refund. They are insisting on charging 10% even though we have the right of a full refund. They were rude and unhelpful, staff on a web based company refuse to email their policy out and claim they have no access to email. I understand the situation we are all in, but steeling from your customers is just bad business. No doubt this company will disappear after coronavirus. we have been waiting 14 days for a supervisor to call back, which still hasn't happened.”

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Posted 4 years ago

“I would have given less if I could have. The follow has happened since my flight was cancelled: - 8 weeks have passed with no resolution - I've been given misleading information by TravelTrolley on my rights to a refund - TT requested a credit note refund when I specifically asked not for this to happen and for an actual refund - I've been ignored through emails for weeks now - They were incredibly rude to my wife on the phone - They refuse to confirm in an email that they have applied for a refund despite telling me verbally. This was 3 weeks ago. I've heard nothing since. - I have been told on 3 occasions my application for a refund has happened and I should receive a response soon. It's been 8 weeks and I'm still no closer or any more informed.”

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Posted 4 years ago

“Travel trolley rude staff that talk over you and don't listen to what you have to say, won't give you a cash refund even though they've recieved the refund from the airline, they lie through their teeth to hold onto your money and to get more money out of you. They have no empathy and are soley driven by one thing greed.”

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Posted 4 years ago

“Shocking company, keeping hold of customers money when they are due full refund. Have moved the goal posts on each occasion of contacting them and now adding a charge as they have to process a refund. Not stated anywhere in terms and conditions.”

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Posted 4 years ago

“I booked a flight UK>AUS with these wankers a couple of years ago and only thought about it again when I saw someone else complain on another website. Essentially they booked a flight for me - took the money and cancelled the next day without telling me. I literally found out when I went to check in online a day before I was set to leave. I spent roughly 6 hours on the phone to these tossers. Eventually I got them to book a flight with a comparable airline at a FAR greater cost (to them).”

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Posted 4 years ago

“Refusing to give us a refund. £1000 and they’re telling us all sorts of rubbish. The airline has said to contact the agency you booked with and TravelTrolley are refusing to do so and telling us to contact the airline - a complete joke. Will never book with them again.”

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Posted 4 years ago

“Dont book with travel trolly under any circumstances! There customer service is terrible.my flights cancelled by united airline, travel trolly didn't even contact me I found out myself . I have sent emails no answer,I have phoned on several occasions, staff either rude or cant be bothered different story every time . Going round in circles,never ever again will I book with this unprofessional travel company. Booking ref 2X49PY just to prove genuine”

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Posted 4 years ago

“Third party brokers and travel agents like Travel Trolley/ Southall Travel CANNOT and should NOT charge any administration fees for Airline cancelled fights through the Covid 19 Pandemic. No question about this as they would be doing this illegally. Therefore I personally will not be accepting any administrative fees to be deducted from my partial refund from Oman Air to be paid to Travel Trolley. I have made this clear to TT from now and the T & C evidence from my original booking with TT on 12th September 2019 does NOT state anything about any administration fees if the airlines were to cancel the flight. My booking L4NSB8 and contract was with Travel Trolley so they should be issuing me and other customers in the same position with the full refund given to them by the airlines without deducting any administrative fees for Travel Trolley to pocket. Their owner has enough money and should not profit from vulnerable passengers who have paid a lot of money to book family holidays and flights via Skyscanner and TT to be treated unfairly under these difficult circumstances. I personally had to pay an extortionate amount to return back to the UK by returning on a special flight and have already incurred a huge loss so I need what is rightly owed to me and would appreciate the full refund amount. I understand that the airlines Refund department are now issuing their Travel Agents and customers refunds. This company are truly unprofessional and did not get back to any of my calls and the several emails I sent when I was stuck abroad trying to get back home to the UK. There is no after sales care and when you are stranded abroad this is the worst experience. Skyscanner should also be responsible for allowing TT to use these disappointing practices as these customers will tell others about their bad experiences.”

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Posted 4 years ago

“Awful, terrible, they lie, they cheat customers out of refunds. Report to CMA, don't waste time directly with them.”

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Posted 4 years ago

“Requested refund for my flight cancelled by Virgin Atlantic, 8 weeks ago, I was told to email them 6 weeks after to check the status of the refund and I did and I never got any answer back.”

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Posted 4 years ago

Travel Trolley is rated 1.5 based on 380 reviews