Travel Trolley Reviews

Name: Travel Trolley
Rating: 1.45

1.5 Rating 389 Reviews

11 %

of reviewers recommend Travel Trolley

Company Reviews

Questions

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

“The worst company I have ever dealt with. Staff lied of rules, were rude, aggressive and charge you lots of money. Go somewhere else. Really not worth it.”

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Posted 5 years ago

“The absolute worst customer service I have ever received. I spoke to about 10 different representatives overall and every single one of them were so unprofessional and rude. They were extremely unsympathetic, condescending and unhelpful. Spoke on the 10 separate occasions and got absolutely nowhere every time and was aggravated and left angry at the end of every call. I was having the same conversation over and over as it is clear they do not keep notes on the ongoing matter. I will never book through this agency again. As they are just there to take your money and that is that. I cannot stress enough how bad the customer service is here at this company. Never ever again.”

Helpful Report

Posted 5 years ago

“I have never written a review before but please be warned that if you need to get a refund for a flight if you have to cancel for any reason, in our experience Travel Trolley (through an outsourced call centre) make it as difficult as possible. Should be very straightforward that if someone not able to fly = refund tax for flight. The email trail and number of calls are beyond belief and having to chase when promises are broken of dealing with, responding or refunding us 'within 24 hours' or '72 hours' has meant we are still awaiting a refund one whole year later!! And endless excuses 'need to check with IT department' 'the person who is dealing with it is not here' having gone through endless security checks! Be warned! Very frustrating and now a matter of principle to get the refund! Would be nice to get compensation for the time spent and general frustration but not holding our breath!!”

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Posted 5 years ago

“I was issued a WRONG e ticket by travel trolley for a holiday. Only found out on the day of return from our holiday that we are not booked for the plane we were supposed to return from our holiday. We had to pay a lot of money for new plane tickets before we were allowed to return back home as advised by travel trolley when we were stranded at the airport. On our return to England, travel trolley has accepted that they made a mistake and sent us wrong tickets. However, 6 months on, they have not refunded our money as agreed. Our family is so distressed about this but travel trolley cannot be bothered. Please STAY AWAY FROM TRAVEL TROLLEY.”

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Posted 5 years ago

“Beware! I was charged £140 for a single piece of checked baggage with BA flight to USA. At check in BA confirmed baggage was already included in the ticket prices I had been overcharged.”

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Posted 5 years ago

“Travel trolly is a very bad service that does not provide any refunds or cancellation for those who require it and are not cooperative at all despite the issues you are going through they only care about taking your money and that’s all. They go against their terms and conditions. Never go on this site only because it’s cheap honestly bad experience read everything”

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Posted 5 years ago

“A scam company! Booked flights online and when confirmation came through, the incorrect date was showing on the return flight. When called to advise an error made, claimed the change will cost £1000!! Looking through the reviews below, the scam appears to be sending confirmations with incorrect information and charging extortionate fees to make changes. Please beware and do not become victims like we have.”

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Posted 5 years ago

“I booked a return flight to Manila with this company. Due to horrendous traffic on the way to the airport, I arrived 45 minutes before take off and was told I was too late. I informed the airline and these idiots that I would book another Outbound flight, but I would still use the return. However, they cancelled it and I then had to book a further flight to return to the UK. In total, I paid £534 to Travel Trolley, then £490 for my outbound flight and a further £481 to return. They have informed me that as I was a "No show", my return flight was automatically cancelled (even though I told both them and the airline I still wanted to use it). Today, I received an email saying I could request a refund, but there was a £350 penalty for not showing at the airport and it will take 4-6 weeks to refund the remaining money. I called them on the journey to inform them I was struggling for time. I called them when I arrived at the airport and also called them to say I still wanted to use my return flight, which they cancelled. NEVER AGAIN would I use this company.”

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Posted 5 years ago

“Nightmare from start to end. Poor customer service. Do not book with this company unless you want non stop stress!”

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Posted 5 years ago

“Scammers ! Entice You In with Cheap flights then they say they are not Available unless you pay more ! Still waiting for a refund ! Customer services are morons and incompetent !!!! Also they use fake reviews !!! Avoid at all costs ! Scammers !!!!”

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Posted 5 years ago

“Scammers ! Entice you in with cheap flights then once you pay day they are no available unless you pay lots more ! Customer services rude and incompetent !!! Still not got a refund ! Complete scammers will never ever use this company ever again !!!!”

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Posted 5 years ago

“Terrible customer service. BA changed flights and change of time of 6 am flight was not suitable. I explained I had autism and was told ‘that’s not a disability that effects your booking’ hello?! It’s CHANGE!!!!! A change in plans sends me into a tailspin. Anyway long story short wanted a refund was told 4-5 week wait. Still no refund and emails of excuses. It’s not clear in booking that if things go wrong I’d need to wait almost 2 months for a refund. A computer and utter wind up. Thieving (yes as still no refund) , rude, full of excuses, gaslighting, poor communication and upsetting experience for me. Negative 5 stars!! Avoid at all costs! Now seeking legal advice because of over £400 taken by this company.”

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Posted 5 years ago

“Travel trolley issued promo code for it to be use for next booking however it did not work. Spoke to there customer service absolutely rubbish who showed no empathy for error and did not want to recognise fault. Complaint still not solved Avoid at all cost.”

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Posted 5 years ago

“Messed up my check-in baggage booking (still took my money though) & their customer service may as well have not answered the phone because they didn't understand the problem, absolutely rubbish”

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Posted 5 years ago

“Place is a scam you book a holday and thay mess the dates up and try charge the earth to cancel it more for the right date”

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Posted 5 years ago

“Be aware I strongly advise against using this company as they have ripped me of to the tune of £375 for being 3 minutes late due to circumstances beyond my control”

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Posted 5 years ago

“Cancellation in flights meant rebooking our flight for 5 days earlier with no compensation offered for the extra accommodation as well as this the safety at the Hong Kong Airport being in question around the date we had been moved too, we asked to move to a date closer to our original booking. We could not do that without being charged £450, no help, generic responses, do not care about their customers safety what so ever. We now have to cancel our holiday as we can not fly over to Hong Kong when we can not leave the airport because it's not safe and we will not get refunded as it's not their problem once they've dropped you off if you can get in or out of the airport.”

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Posted 5 years ago

“Never again. Bounced our party off the connecting flight in Paris and caused a 7 hour delay,before a 1 hour flight home ! Said airline had cancelled the original flight. I told them it hadn’t and ,guess what,it hadn’t. Sent in complaint. No response. Hopeless firm”

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Posted 5 years ago

“Garbage company. Don’t touch. British airways cancelled my flight and these crooks won’t refund me”

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Posted 5 years ago

“Used them before and.straightforward. However I had accident and surgery one week prior flying with wife to Orlando. 'Unable to fly' letter accepted by Virgin Atlantic who advised I can rebook without penalty but tickets required to be reissued by Travel Trolley. Rebooked cheaper flights but Travel Trolley charged £450 for their admin fee! Would NEVER use this obstructive and opportunistic lot again!”

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Posted 5 years ago

Travel Trolley is rated 1.5 based on 389 reviews