Travel Trolley Reviews

Name: Travel Trolley
Rating: 1.46

1.5 Rating 380 Reviews

11 %

of reviewers recommend Travel Trolley

Company Reviews

Questions

Metrics

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

Visit Website

Write Your review

Tell us how Travel Trolley made you happy

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

“I cannot even believe I am writing this. My flight was cancelled and I have been told I will not receive a refund. Airline has given put full refunds yet Travel Trolley wish to hold onto my money for 5 flights return to Asia.”

Helpful Report

Posted 4 years ago

“How can they get away with this? They don't adhere to Their Own Terms and Conditions. Travel Trolley cancelled my flight but refuse to give me a FULL refund. They never respond to emails then they try and trick you into making out that you've cancelled. Absolute scammers. Like so many other people Travel Trolley have cancelled my flight but refuse to give me a full refund. They try and charge me for a refund and keep mentioning clause 21 of their terms and conditions. However this only applies if the customer cancels and not when Travel Trolley cancel. What about clause 30 'Changes and Cancellations By Us' which entitles the customer of 'having a refund of ALL monies paid'. Travel Trolley cancelled my flight so why aren't they adhering to their own terms and conditions? Martin Lewis from MoneySavingExpert is doing a survey on how well or badly travel agents have dealt with refunds. Just google 3min travel refunds survey moneysavingexpert. It's article 13. Also read article 2 about reporting firms to The Competitions and Markets Authority (CMA) Make your concerns heard where it matters. Don't waste your time with Travel Trolley. Claim from your credit card and report them to the CMA.”

Helpful Report

Posted 4 years ago

“Do not use this company under any circumstances. Absolute scammers. Lie about refunds and then refuse to give you them. Totally benefiting from the current situation and don't have a problem. In their words it isn't their issue. Illegally charging for refunds which don't come through and don't even ask me about their security process. Please please don't use them”

Helpful Report

Posted 4 years ago

“Disgraceful Cancelled our flights and trying to charge us £75 to cancel because we can’t take a voucher to travel later. Customer service agents are appalling. Asked for a manager and wouldn’t pass us through to one. The guy we spoke to finally admitted we weee due our money back and what they were doing was wrong but they weren’t giving refunds and no manager to talk to as working from home. NEVER EVER will i use these utter morons again!”

Helpful Report

Posted 4 years ago

“Absolutely disgusting company. Pretend you haven't requested a refund, have confirmed British Airways have given them the money back. Try to charge you illegal fees and are damn right rude on the phone. Don't care about the fact you are out of pocket and lie their way through moving refund dates. Do not use!!!!”

Helpful Report

Posted 4 years ago

“Asked for a voucher a month ago said it would arrive end of april then they said 3rd May never did. Now they offer me refund less£ 50 I refused I said I wanted a voucher they said another 2 to 3 weeks. They should get an Oscar for lying total scumbags should all be put in jail. And how trust pilot can give them 5 stars is beyond me. Don't tell me that trust pilot don't get incentives from companies I say it on tele where I can't remember which airline did not receive 5 stars because they would not give the company back handers and would not rate them as a 5 star airline don't want to mention the airline. And no need for tp to tell me different I wouldn't believe you. There must be something in it for you”

Helpful Report

Posted 4 years ago

“If I could give minus stars I would. Disgusting customer service. Disgusting company. Basically reiterating many of the comments below . They are withholding my money illegally after our flights have been cancelled by virgin. Stating they will mark us down as us cancelling our own flight and will charge us admin fees and wait 6 months. Genuinely have never experienced such stressful experience from such a cowboy outfit in my entire life. If by the small chance they survive this Covid situation then I can only advise to avoid like the plague.”

Helpful Report

Posted 4 years ago

“Horrible service start to finish. Tried to amend a booking and chased them for weeks with no response. My flights were then cancelled at the beginning of May and they never got in touch. When I eventually spoke to someone they tried to charge me £150 for my refund. Travel Trolley have since said this is in their terms and conditions (which have been updated since we booked) and that it's the airlines' responsibility to refund us (again, not what they told us when we first booked with them, and not what the airline told us). Refuse to put anything in writing or over email, refuse to call back or keep me updated about my flights and i've only experienced rude staff on the phone. Couldn't recommend less.”

Helpful Report

Posted 4 years ago

“I should have received refund over month and a half ago after 8 weeks of initial waiting. They confirmed my money were returned by airlines, and now company ignores all my e-mails. No money returned. Ridiculous company!! Do not book with them - worst customer service ever!!!”

Helpful Report

Posted 4 years ago

“Awful company , I have requested a refund for cancelled flights , I was told there would be a £75 per ticket admin charge , I do not want a voucher , I said this was illegal but they were adamant it wasn’t , I said I still wanted a refund, they said two weeks , nothing , called again and I was told it would be 10 days , lies again I feel , doubt I will ever get a refund , there are now over 500 people on a face book help page , everyone saying the same thing , bad enough to have people dying due to this virus , then To have a trip of a life time to Florida for a special 10 year old cancelled and now having to fight to get a refund Action needs to be taken against this company”

Helpful Report

Posted 4 years ago

“Thieves..dont use.”

Helpful Report

Posted 4 years ago

“Dont use these thieves..Hope they go bust....dont use...please.”

Helpful Report

Posted 4 years ago

“Worst customer service you can ever face. My mid-March flights were affected by covid and after spending hours on the phone between them and BA(flight operated by them) they agreed to request BA evouchers on my behalf and warned it would take 4-6 weeks. after 6 weeks all my emails were ignored and over the phone later thy told me processing of vouchers didn't start as staff has changed due to covid. We start same process again and now every weeks they say it will take another 3-5 days and last time I discovered credit note they will issue will be with them...not BA! why would I want to have a credit note with them? I am l already looking at filing a complaint with ABTA/ombudsman about their practices as all emails. phone conversations recorded.”

Helpful Report

Posted 4 years ago

“What an awful company i called BA and my flights were refunded 4 weeks ago but the money is with travel trolley - they tell me i must wait 4-6 months for my refund unless i want to pay £38 admin fee - they are holding money unnecessarily”

Helpful Report

Posted 4 years ago

“Terrible. Liars at best, scammers at worst. Every time I call, the period of time it will take to get my money back gets longer and longer. I'm dreading having to fight them on the cancellation fee everyone else is complaining about. This will no doubt be one of the companies that doesn't survive this, and it's no wonder due to their appalling customer service. Perhaps they would survive if they gave good customer service which would entice us back again in the future. If miraculously they exist by the time that travel is back to "normal" I hope they have retained a reputation as untrustworthy. DO NOT BOOK WITH TT, just go direct, it might be more expensive but at least you're not dealing with crooks.”

Helpful Report

Posted 4 years ago

“Will NEVER used again! Terrible, stressful ongoing experience. Travel Trolley did not inform me my flight with BA was cancelled. Initially offered me the option a credit note only. Escalated complaint and was told if I want a refund, it will be classed as me cancelling and they will deduct £75 pp admin fee. This is not following the law! Now don’t reply to emails. Have joined Facebook Group for support of 300 plus others experiencing the same. Have escalated further with bank, Skyscanner, MP, watchdog etc.”

Helpful Report

Posted 4 years ago

“While I have used them before, when it comes to requesting a refund for two flights cancelled by Singapore Airlines, due to the Covid-19 pandemic, Travel Trolley are nothing but obstructive. Customer service is almost non-existent. I can't connect to the phone number they give and, email requesting a refund remained unacknowledged for 38 days. Unacceptable! I am not alone in feeling very disappointed by Travel Trolley's appealing lack of concern for their customers. There is a Facebook group with, at the last count, some 412 members all very frustrated by by the company's appalling attitude. A Facebook search 'Travel Trolley Covid-19 Refunds' should take you there. It is my opinion, I could of course be wrong, that Travel Trolley are acting unlawfully under European Regulation EC261 which still applies to flights into the UK. Not even worth one star.”

Helpful Report

Posted 4 years ago

“The worst travel agent I’ve ever come across. DO NOT BOOK WITH THEM My flight was cancelled due to Covid 19, They didn’t bother to inform me of cancellation. In there was no commutation from them at all. Email after email with no response. Now they are trying to hold my money (over 2k) they ignore emails, can’t get through on the phone. The emails I have had back from people all say something different then when you reply and question them they just ignore you. I’m really shocked as it seems the airline has refunded them weeks ago. It’s really disgusting the way they are treating people”

Helpful Report

Posted 4 years ago

“Almost left me stranded in the Philippines with no help or contact of any form, when they finally got back to you they said they tried to contact me and when asked for proof they ignored me completely. This left me £340 out of pocket”

Helpful Report

Posted 4 years ago

“Awful, wasn't informed flight cancelled, and they refuse to give me written confirmation still!! Been told 2 different replies, I can have a refund if I let them keep £200 even though it's no fault of mine and I didn't cancel, or, it's not down to them as an agent, the airline needs to refund me, which BA assure me that is incorrect information I am being given!!!!”

Helpful Report

Posted 4 years ago

Travel Trolley is rated 1.5 based on 380 reviews