Travel Trolley Reviews

Name: Travel Trolley
Rating: 1.46

1.5 Rating 379 Reviews

11 %

of reviewers recommend Travel Trolley

Company Reviews

Questions

Metrics

1.5

Based on 379 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

Visit Website

Write Your review

Tell us how Travel Trolley made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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!”