Travel Trolley Reviews

Name: Travel Trolley
Rating: 1.45

1.5 Rating 389 Reviews

11 %

of reviewers recommend Travel Trolley

Company Reviews

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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

“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”

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Posted 5 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.”

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Posted 5 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 5 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!!!”

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Posted 5 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”

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Posted 5 years ago

“Thieves..dont use.”

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Posted 5 years ago

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

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Posted 5 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.”

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Posted 5 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”

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Posted 5 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.”

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Posted 5 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 5 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.”

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Posted 5 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”

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Posted 5 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”

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Posted 5 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!!!!”

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Posted 5 years ago

“Same as everybody else here, illegally trying to charge a ‘commission’ as they state that if you ask for a refund, they will consider that you have cancelled and not the airline. A bunch of crooks. Let’s start a joint legal action against them?”

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Posted 5 years ago

“I had flights booked with Etihad through TT. Flying from Manchester to Phuket via Abu Dhabi on the 7th April and returning to Manchester on 29th April. I got an email from Etihad saying my first flight was cancelled but my second flight from Abu Dhabi to Phuket was rescheduled for the 10th, not sure how they expected me to get there for the flight though. That was the one and only email I received from Etihad, the remaining 3 flights are still showing on the Etihad app as being completed although I can confirm that none of them left the ground. As for TT, I had to contact them to ask for a refund via Email. They only reply to you if you send to their Urgent inbox and that’s usually a whole lot of waffle that is the last thing you need right now. I got a number to call them and I wish I never bothered, the guy I spoke to was rude and kept talking over me. Anyway they sent off for my credit voucher from Etihad 3 and a half weeks ago and emailed me telling me to give them 3-4 weeks so by Friday I should have some news. I did get hold of Etihad who then told me they where giving customers full refunds with no fees, an option that was denied at every stage by TT. I emailed TT back on Friday to tell them I wanted to take the Etihad credit option but after reading all the reviews on here and on social media I’m beginning to regret it. I would never book again through an agent after this experience, TT has let me down and I will definitely be booking with the airline direct. I advise everyone else to do yourself a favour and avoid the grief, it’s not worth it, dealing with people like this.”

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Posted 5 years ago

“Attempting to impose a potentially illegal administration fee to simply process a refund I am legally entitled to. Unilaterally changes the terms and conditions AFTER the booking to include new charges. Obviously unenforceable in law. Have complained to Competition and Markets Authority regarding their potentially sharp business practices, and potential exploitation of the Covid-19 crisis for their own gain. Emails are generic and do not answer the points raised. Phone lines are staffed overseas who seem to have some difficulty understanding the situation. Very poor experience. A cautionary tale to anybody thinking about booking with this company. If you check their Google reviews, suspicious positive and unrealistic reviews are left to increase their overall feedback. Some even allege they have recently booked flights through Travel Trolley despite it being clear that very few flights are even being sold!”

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Posted 5 years ago

“We booked our flights to America at the beginning of January and due to the current climate the airline has cancelled the flights. When I tried to contact Travel Trolley before the flights were cancelled for updates, their phone system is non existent, they hardly ever reply to emails. Now today I managed to speak with them and asked where we are up to with our refund and they stated that the airline has issued a credit refund even though I gave them instructions not to accept a credit note. I called British Airways to discuss this and they have not issued a credit note at all and are in the process of issuing a full cash refund to the agency - Travel Trolley. So, I called them back relaying this information and the previous person spoke to was obviously lying to me, then I got told I can accept a credit note or a cash refund but with a £50 per person cancellation fee. When I said I hadn't cancelled the flights she said it was an admin fee per person. I questioned the difference of a credit note with no admin fee and a cash refund with an admin fee she said I could wait 2 to 3 months for a full refund with no fee as that is how long it would take to get it back from the airline. I asked her to ring trade support for the airline to ask how long it would take for the refund as that is what British Airways told me to say and she said she would contact the relevant department to speak to them and would email me back, when I asked to get her name she suddenly couldn't hear me and the phone went dead. I understand the current situation is difficult but it is for everyone and I need my money back as well.”

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Posted 5 years ago

“Don’t book with this company. They are trying to charge £75 cancellation fee even though the airline aren’t charging fees. Book direct with the airline”

Helpful Report

Posted 5 years ago

Travel Trolley is rated 1.5 based on 389 reviews