Travel Trolley Reviews

Name: Travel Trolley
Rating: 1.45

1.5 Rating 391 Reviews

11 %

of reviewers recommend Travel Trolley

Company Reviews

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Metrics

1.5

Based on 391 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

“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

“Company of scammers Read the hundreds of reviews Same thing with me Don't book with them ever”

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Posted 5 years ago

“They are a company to be avoided They tried to scam over 750 people out of 10% of flight bookings on admin charges The took £50 off me. Called them 10 times always getting different answers they are scammers and cheats and liars block you for giving bad feedback and they are a part of Southall travel. Be warned. Do not ever give them business no regard for their customers. Do not want to give you an email regarding disputes incriminating evidence. Taken to hand by the advertising standards for false advertising Now they list a small case in the courts Re the admin fee. Total scammers LET THIS BE A WARNING DON'T DO BUSINESS WITH THEM”

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Posted 5 years ago

“Utterly dishonest in their handling of the corona crisis. Contacted them weeks in advance of cancelled flight. Was first informed the airline wasn't offering refunds, then that it was but I had to pay an admin fee or contact the airline directly. Then airline tells me they *are* offering cash refund but I have to contact Travel Trolley. Travel Trolley then tells me the airline is not offering refunds and I should accept a voucher. I asked for this in writing and they refuse, apparently they're too busy. Two months after first contacting them, weeks after the flight was cancelled... still no sign of the money. They told me it's a hard time for the industry... but it's a hard time for EVERYONE. Like most of the country, my income has dried up - I'm not sure why they think I should take pity on multi-national corporations owned by millionaires? Not every travel company is behaving this way. I hope the public will remember who took advantage of us in our time of need. Scammers. Avoid.”

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Posted 5 years ago

“Absolutely scammers....my flight was cancelled back in early February due to C 19 but still haven't got my refund after many many calls and emails to them. They don't even reply to my emails. Scammers scammers”

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Posted 5 years ago

“Trustpilot reviews are not reliable. Travel a trolley remove negative reviews or those they don’t like. Hundreds of people posted their reviews and their TOTAL COUNTA HAS GONE DOWN by almost 1000 reviews from 31K to 30K. That’s to remain high score. Don’t trust any Trustpilot reviews where they can be manipulated by the company. And their review now! If you can't get a refund claim a CHARGEBACK with your bank EDITED: Travel Trolley reports my review for apparently violating Trustpilot guidelines, it's their way to hide the truth they're not comfortable with. But this is my story... I can't get £780 from them and If you also can't get a refund, go to your issuing banks and raise a CHARGEBACK DISPUTE. That's what i have just told them I am going to do. If Travel Trolley claims that £75 administration fee for cancelling and refunding a flight ticket is their administration fee to cover the cost of doing so, it's A LIE. A Travel Trolley customer service person would need about 3 min to process a refund request with an airline (online form), that's 20 refund requests per 1h. Let's assume an hourly rate is £10. COST £1760pm to pay a CS advisor. EARNINGS: 20 refunds x 8 hours x 22 days x £75 = £264 000 for Travel Trolley to process refunds. They now claim they don’t charge any admin fees - THEY DO. They will charge you and give back only if you ask, cashing in on those who never ask for admin fees to be refunded too. HOW WOULD YOU CALL IT? SCAM.”

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Posted 5 years ago

“Avoid at all costs, lie constantly, speak to you and treat you like second class citizens, been lied to and promised refund for 6 weeks plus, and now being asked to wait a further 30 days.Reading the other reviews I am not the only one. Don't believe a word they say. Use at your peril. You are long forgotten once they have your money. Loyalty to repeat customers does not exist in this company”

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Posted 5 years ago

“Bad experience I PAYED FOR SOMETHING I NEVER RECEIVED I never did cancel my flight but I never received any refund. It’s been months since they promised they will come back to me... and nothing I swear they scammed me As proof this is the ref no RZOPSK”

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Posted 5 years ago

“This is the worst company I have ever dealt with. Every time I ring I get told a different story - a bunch of huge fibs - different ones each time. I wish I had never heard of them. We booked flights to NY with them in April. First they were taking 10% of our booking. Very reluctantly and feeling powerless I said OK just give me back the rest of the £600+ we have paid you. 'It will be in your account in 5 working days'. Still waiting 4 weeks on. Now they are refusing a refund because they want the money from BA first. I absolutely despair of them. Would never ever use again. Book direct - no more terrible telephone lines and lies.”

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Posted 5 years ago

“Absolutely atrocious service. Would never ever recommend. Had to cancel my tickets in view of covid. Poor costumer service, every agent i spoke to gave me a different response regarding the refund i was entitled to - and no one could care less about this fact. They promised a manager would contact me, and over a month later, i am still waiting for a call back. Their only concern was keeping my money and i had to eventually settle for a refund token - since i guessed, i would probably be told even that would not be possible if i called back another time. Honestly, by a country mile, this is the worst travel agency.”

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Posted 5 years ago

“Absolutely dreadful when it came to cancelling tickets and refund process. Rude staff and appalling customer service.”

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Posted 5 years ago

“Flight got cancelled due to c-19, airline offered full payment back and no admin fees. Travel Trolley on the other hand wanted me to pay £75 per person to get a refund on the flight. Since that equated to at least 25% of the total flight price, I (un)politely declined their offer. Instead, I went to my bank and disputed the original charge on my credit card since Travel Trolley were in breach of their T&C's. Managed to get the full amount for flights... If they manage to survive this awful time of economic uncertainty, then I guarantee they won't survive much past it due to their serious lack of customer consideration.”

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Posted 5 years ago

“I only put one star because there is no option to put zero. This company is a rip off avoid at all costs. They sold us tickets when the Airline has already cancelled all the flights. I wanted tickets for my teanage children to come back home after the Covid 19 they went on to sell tickets when the Airline has announced on their website that all flights have been been cancelled I only realised few hours adter I paid for the flights and even then they declined the flights have been cancelled.”

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Posted 5 years ago

“Update- absolutely disgraceful behaviour from travel trolley. Avoid at ALL costs. Please never use Travel Trolley for these reasons. 1. Do not respond to emails or answer there phone 2. Assured they would be in touch of the back of this review- this never happened 3. Did not tell me my future flights had actually been cancelled 4. Provided a partial refund- still didn’t tell me flight was cancelled or that they were partially refunding me- zero communication! 5. Did not get offered any alternatives for vouchers/different flights as per terms 6. Have taken £90 of my money that they have received from the air carrier for the privilege of doing nothing. 7. Continue to ignore emails asking for an explanation. 8. Have fully refunded some people and charged smaller refund fees to others despite all having the same terms and conditions and same air carriers. I will tell everyone I know (TT do not underestimate the power of social media and word of mouth) to avoid this company and I certainly will not forget and roll over. This is not over.”

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Posted 5 years ago

“Do not use this company, they are holding customers to ransom to get their refunds.”

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Posted 5 years ago

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

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Posted 5 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 5 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 5 years ago

Travel Trolley is rated 1.5 based on 391 reviews