Travel Trolley Reviews

Name: Travel Trolley
Rating: 1.45

1.5 Rating 388 Reviews

11 %

of reviewers recommend Travel Trolley

Company Reviews

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Metrics

1.5

Based on 388 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

“Absolutely rubbish service, untrained staff who does not know the actual meaning of consent. I tried to call not less than 30 times but not getting any clear answer for refund and the person keep on asking to call from the number which was given during booking and don't even bother to listen to the customer or trying to check whose details are there in the booking. Totally rubbish behaviour.”

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Posted 4 years ago

“Complete disgrace. Very poor customer service . Contradicting messages.I have been trying to get a refund since 15 March 2020. waited 3 months and received but short of £135. waited 2 more months hours of phone calls but they don't really care. Today they have asked ( someone called Michael) contact Etihad directly. which I told him not possible as I have paid TT not Etihad. Micheal insisted I made a call but not a positive response. I suspect they are hiding my £135 pounds blaming etihad. NO Proper reason for Deducting Money!!!”

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Posted 4 years ago

“Avoid them at all cost. They lie about waiting for airlines to give them a refund before they can refund you. Still waiting after 6months. Then only partially refunded and now avoiding our calls. I hope other people will remember the companies who abused their privilege during this Covid period and never support them again. Travel Trolley definitely deserves to be remembered as the worst of the lot. Next time I will spend more and go somewhere else. Do yourself a favour and go somewhere else.”

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Posted 4 years ago

“The absolute WORST agency around. Customer service is so poor, they're so rude and uninformed. I'd called on 3 separate occasions, talking to 3 different consultants and none of them knew what they were talking about, giving me different, false information every time. THIS IS TRULY THE WORST TRAVEL AGENCY. Book your flights directly from the airline, it'll save you a lot of time and money.”

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Posted 4 years ago

“Very poor customer service. I have been told by the flight operator the money has been refunded to the agent yet Travel Trolley claim it hasn’t. They won’t let me speak to a manger when asked to do so - they say the manager is too important to speak to me... not being funny I am a nurse pity I wasn’t too busy to help people out during covid pandemic!!!!”

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Posted 4 years ago

“Stay away at all cost -Their handling of my cancelled flight in March refund has been atrocious.”

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Posted 4 years ago

“Waiting from march 2020 for the refund still waiting it's almost August, nobody even call back. Pathetic service very bad customer service, all liers working in this agency. Manager never calls back to us, whenever we want to speak they never come on phone. This kind of service is disgusting. Why to promise the customers if can't fullfil it. Never ever going to recommend this agency.. too bad.. Smruti Shah”

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Posted 4 years ago

“Like many others, am waiting for Refund of Virgin cancelled flights. After the initial 50 days waiting period am constantly being told refund is pending. Last call was told that Virgin may reject refund claim and to call back. Just going round in circles. Disgusting customer service.”

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Posted 4 years ago

“Hi, Avoid at all costs. flights got cancelled in March due to Covid 19. they ignore emails and phone calls When you do get an email they are saying they were waiting for a refund from the airline and i should contact them for the refund. I did, they told me the refund had already been given to Travel Trolley. They told me it would be a voucher and to have a card refund i would be charged £75 each admin fees. I submitted a dispute claim through my bank and i know have my money back.”

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Posted 4 years ago

“Absolutely awful! do not buy with travel trolley. I have been trying to get my refund from them for over a year. Their staff are very badly trained, customer service is awful and they do not have any desire to return the money they states they would return. I keep having to call every few months to check the status and a new excuse comes up or "we will call you back in 24 hours once it has been processed" it NEVER gets processed. DO NOT BUY FROM THEM. WOULD GIVE 0 STARS IF POSSIBLE.”

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Posted 4 years ago

“Still waiting on a refund for flights cancelled our virgin flights were cancelled back in April. First off I was told by Tavel Trolley I would have to pay an admin fee to get my money back within 5-7 days, then told that it was a mistake and I would have to wait 60 days. This was back in April. Now I’ve been told that they won’t charge fees as it was their miscommunication also virgin have not refunded the flight to them so they can't pay me. Every time I call I get told that they will look into it for me and phone me back. Not once have they returned my call. My lastest Email has gone ignored. I have done some research and it seems that virgin have refunded all payments for flights? So why can't travel trolley pay me back?? I would not recommend this company. Quick enough to take your money but not interested in giving back your hard earned cash when needed.”

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Posted 4 years ago

“Apparently they can't refund flights and holidays because they don't have the funds available...”

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Posted 4 years ago

“DO NOT USE OR BOOK WITH THIS COMPANY. YOU WILL REGRET IT. tt are a travel agent... Saying this extremely light.. As in fake. They take your money... They do not inform you of any changes made to your flights, then they expect you to contact the airline directly to refund... They are the travel agent and legally they are you port of call for any help, information etc. But they won't help, unless you threaten them with legal advice. They don't like to contact you, or respond to emails. If u want a reply then email the ceo directly.. U soon get anwers!!!”

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Posted 4 years ago

“Avoid this company at all cost! the return leg of my flight was cancelled (due the covid outbreak and Virgin Atlantic cancelling flight) I contact Virgin Atlantic who told me that i am legible for a refund my claim has to be submitting to the agency i bought my Ticket from (Travel Trolley) i did this at the end of March and been e-mailing and calling then ever since. Each time i call i get given a new e-mail address to send my ticket / invoice details to (which i do) and each time i get no reply to the e-mail!! I am up to 5 different e-mail addresses now! 3 months later no reply / no refund. I strongly suggest this company be investigated and it feels like a being scammed (given different e-mail address each time i call)”

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Posted 4 years ago

“They will not refund even though they have been paid back for the tickets. They give you the run around hoping you will give up - my advice, use someone else”

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Posted 4 years ago

“DO NOT USE THIS COMPANY. My flight was cancelled early March and I am still waiting for my refund after 3 and half month. Called at least 10 times and been told refund been processed and 3 months waiting receive nothing. I tried to tweet them and they blocked me. This company is disgusting. Customer service is POOOOOR. I will not giving up ask my money back. This company should be shamed themselves.”

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Posted 4 years ago

“Absolutely appalling customer service. I would never use them again or recommend anyone use them. If I could give 0 stars I would! I had a ticket booked in April with Virgin Atlantic via travel trolley. When the news was announced we couldn’t fly I got in touch and paid £1200 fare difference to fly in September. Due to numerous issues with accommodation when we got on holiday and with finding out virgin were offering open tickets I got in touch to get one. I was advised I could have a credit note but only for the original booking price that would NOT include the £1200 fare difference I paid, this was apparently due to virgins terms and conditions. I contacted Virgin Atlantic myself who have advised this is not true, my April ticket is now invalid and only my new ticket at the new price stands so I should receive a credit note for the full amount NOT only the original cost we paid and travel trolley should be honouring this. I rang back to discuss this again, I was told yes I can have a credit note BUT they weren’t sure if I had to complete travel before 30th September so they would find out and call me back. No call back. I again contacted virgin who again stated I was entitled as my travel didn’t need to be completed by the 30th September and they are basically trying to help anyone who is traveling in 2020 regardless of the dates. I haven’t had a call back (3rd time waiting) so I called back myself to be told yet again I am NOT entitled to the £1200 fare difference, despite the fact virgin have told me I am. I am told yet AGAIN to wait for another call back. I am absolutely shocked this company is allowed to trade and cannot believe the misinformation they are providing when the airline themselves are giving me the facts. I have been through Virgin Atlantic’s terms and conditions and not anywhere does it confirm what travel trolley are saying, despite they fact they have to apparently follow the airlines term and conditions. They seem to be making their own rules up to keep customers money. I have now called travel trolley 4 times and I am no closer to receiving an open ticket for the full amount paid. The most up to date I’m told is I can have a credit note for the original booking price and refund for my fare difference - minus airline fees, which last time I asked for a refund I was told I was entitled to £75 in taxes....so still a loss of £1125, if I wasn’t already thousands of pounds down it would be laughable. I am trying to find out how to take this further as it is absolutely appalling. AVOID AT ALL COSTS, PAY THE EXTRA TO BOOK DIRECT!”

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Posted 5 years ago

“I have used Travel Trolley for years now as found their flight prices slightly more competitive than going direct to the airline, I've never had any issues up until now! I was due to fly out to Miami with British Airways on 13th May 2020 which has obviously been cancelled due to COVID-19. I have sent countless emails and made many phone calls to Travel Trolley since mid April (2 months ago) and still I am yet to receive a refund. Initially Travel Trolley were charging fees to obtain refunds which caused a great deal of stress to their customers, now they have scrapped the fee's due to pressure but are just simply NOT refunding their customers. I have reported them to Skyscanner, ABTA, the CMA and even my local MP. They have caused me a great deal of stress on an already financially difficult period and still have my money. I was told by Roma at Travel Trolley that I would have my within 14 working days from 5th May... It is now 11th June and still no sign of my money. False promises and continuous stalling tactics and excuses as to why they 'can't' refund me. If I receive a receive a refund anytime soon I may look to update this review however at this time I am very disappointed with the way Travel Trolley have handled this and treating their customers. I have learnt my lesson and do not think I will ever be using them again after this experience.”

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Posted 5 years ago

“Booked flight tickets before this horrible situation, my flights were cancelled (not informed by then, need to find out), still expecting for a reply, a refund that I am entitled to. Bunch of thieves.”

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Posted 5 years ago

“If I could give 0 stars I would. Disgusting company. Scammers. DO NOT trust a thing they say.”

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Posted 5 years ago

Travel Trolley is rated 1.5 based on 388 reviews