Travel Trolley Reviews

Name: Travel Trolley
Rating: 1.45

1.5 Rating 392 Reviews

11 %

of reviewers recommend Travel Trolley

Company Reviews

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Metrics

1.5

Based on 392 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 booked a holiday to sydney which i was supposed to fly out for 4/5 weeks ago and couldn't because they closed the borders. travel trolley only said i can get a partial refund and didn't advise of a credit note until i requested one after speaking to emirates and they said the agency will be able to provide a credit note. They told me to wait until the end of April to receive confirmation of my credit note and I called them up to check the status of it and they can't see any sort of request on their system. I called several people after confirming with them i want a credit note and NOT a partial refund and was assured this is what i will get, i just have to wait. Now the story has changed and i am absolutely fuming. Not happy with the customer service and would no recommend. Do not use, they lie and just want your money. Go back on all the advice they give you.”

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Posted 5 years ago

“I have had problems with travel trolley for months, starting way before anything to do with coronavirus. They misinformed me about my rights to change flights then repeatedly denied any responsibility, meaning I missed the window to change them (losing over £1500); I went through ATOL after they refused to refund and despite the emails showing their changes in their story and the “facts” multiple times, ATOL wouldn’t do anything basically saying it was my word against theirs. No attempt to check their policies or anything. I resorted to requesting the tax refund of £200 which I have in writing they would refund but first it was 4-6 weeks process then the second email said 6-8 weeks in true TT inconsistent style. Well now it’s been over 7 weeks and as advised by them I sent them an email after 6 weeks... nothing. I requested the refund before all the Covid-related cancellations so the backlog shouldn’t have affected it. I don’t expect anyone to call up Travel Trolley over this because ATOL are an utter waste of time, dressed up as protecting consumer rights but they are completely on the side of the agencies. Disgusting that they are refusing to prioritize refunds over continuing to sell tickets, it is literal daylight robbery, but from my experience over 4 months with them I’m not surprised. They could not care less, and have the time to try and defend themselves by replying to these comments but not returning money which does not belong to them. I really hope someone succeeds in suing them.”

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Posted 5 years ago

“DO NOT USE TRAVEL TROLLEY.... I phoned and emailed about a full refund as our flights are cancelled and they have sent an email saying there offices are closed and to email after 20th APRIL...... CUSTOMER SERVICE IS NON EXISTENT AT THIS HARD TIME.. THEY NEED TO SUPPORT AND ANSWER US WHO HAVE PAID FOR A SERVICE WITH THEM!...DISGUSTING LEAVING EVERYONE IN LIMBO WITHOUT REFUND! ..I WILL CONTACTING MARTIN LEWIS.... LETS NAME AND SHAME THIS COMPANY!”

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Posted 5 years ago

“Avoid this agency at all costs. They are useless with customer service and will not refund a flight cancelled by airline. I strongly advise you to book elsewhere. They really do not care about their customers.”

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Posted 5 years ago

“Iam absolutely disgusted with your service... I booked a flight to Australia on the 7th April through you with Etihad... Etihad customer service e states it is down in to you to refund... Why will you not refund my money. You are still taking bookings from people yet not refunding the people who's flights have been cancelled ...”

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Posted 5 years ago

“Our flights were cancelled from Japan and despite many phone calls and emails they have made no attempt to contact me with any news as to alternative flights or refund. Their service is non existent. Never book with these people”

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Posted 5 years ago

“Travel Trolley is totally a fraud company !! Those who cancelled their bookings due to COVID19 be aware!! I have called Qatar Airline, I have been made aware that all refund was issued as format of payment which is bank/Card on 18th if March . But company failed to inform me . I have to call and chase up on my tickets. After long waiting they answered my call , but Travel Trolly refusing to refund my money back ! It was a booking for family of 6 people , and when you come around to rebooking you will NOT get the best fare available I.e. from the website, they will only give you the fares that they can see which are considerably inflated prices ... obviously all the additional tax and fare difference will apply ! And to top it off staffs are very rude !! No one is helpful! This is total rip off from people on this time !! They making profit from people like us !! Utterly shame 😡😡😡 Day light robbery IMO! #Whattheydidnttellyou”

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Posted 5 years ago

“I’m in Australia and wondering how to get back to the U.K. my return flight was scheduled for 6 May, but Emirates cancelled all flights. Travel trolley is not replying to emails or answering their phones.”

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Posted 5 years ago

“Good prices but absolutely useless at times of crisis. Return flight was cancelled and no refund or support has been offered. Had to book a new flight to return home.”

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Posted 5 years ago

“Hi, Myflight was cancelled by the airline, not by me! Travel Trolley is lying saying the airline doesn't want to give the full cash refund option to customer which is not true as i have contacted the airline which said that they will give full refund option. We should all sue you. We can talk about that on their traveltrolley twitter page. It will be also great if anyone with law knowledge who could give us small advice about it please. Regards.”

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Posted 5 years ago

“Travel trolley definitely provides a good ticket price through travel trolley, but, I am totally dissatisfied with their service thereafter. Due to Coronavirus outbreak, I had to cancel my trip, as I did not want to take a risk with my 2 small kids, being infected and travelling to India. I had booked my tickets in February. Since, Indian advisory had advised not to travel, we contacted them, but, they were not ready to refund or reschedule the tickets without charges. The primary carried Etihad Airways had offered free change of date, but, Travel Trolley was charging an outstanding ticket fare difference for the changed date, along with an additional charge of change of date fee, altogether which they quoted to be 755 Pounds. Now, I am planning to sue them on Consumer rights charges. There is no other way, they would learn a lesson! On this review, if I did not get a refund or a solution to my problem, how will I rate it?”

Helpful Report

Posted 5 years ago

“Company said call back to me 14 days ago 3 times called hard to get hold of. Cancels my trip and not offering any help”

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Posted 5 years ago

“This company so far has been a shower of Sh.t to deal with.”

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Posted 5 years ago

“Uncontactable by phone. Very concerned.”

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Posted 5 years ago

“I booked for 6 months away so my wife could see her family in the Philippines. That was before Coronavirus. The Airline C/P first changed flight for going back to UK. By one day I thought ok it's only one day. Only a week 10 days later received that they Cancelled both of our flights. As I did not book directly with them they don't want to know. I wrote a e mail to T/T a week ago ,Given some ideas of flights that I could see available along with flight no's etc.I have not heard from them I have looked in junk mail nothing not even a message that they received and would get back to me in a timeline. When you phone it just rings or anoucment saying don't get in touch. I appreciate that there is a Big Big problem. . I have read many stories from passengers that have similar or worse problems. Message says to wait till 7 days before your due departure. So whey are some comments from people that are meant to be departing within a few days. I have just read a arrival on Google news from a reporter is trying to defend,the holiday industry on a whole as well as the airline's. As well I saw Martin Lewis saying the same thing give them support in stead of taking a refund book another flight to get you home. Well that is why I was quite happy for them to find another flight,as I said earlier I gave them days of travel and flight numbers.. But Sadly I don't think they care,they got your money. So far as they are concerned there job is done. By looking at other reviews I thnk iThey have just spat you out now. I'm less they treat there customers with respect and trust. There future bookings will get lower and lower,and it will be there fault and they will only have themselves to blame. Would I use T/T again NO would I recommend them again No. But I don't know but the whole industry should really what the world is going through. For example. The travel insurance agent that I spent over £800 is saying I must get back before,now unless they know something I don't know. THERE ARE NO FLIHTS AND AIRPORTS ARE CLOSED.. but still insist that insurance will expire and did not say anything to reassure us. Or give options. I phoned the British Embassy in Manila phone not awnsered. Phone UK for information and the phone ring over 30 mins without speaking to anyone. I then emailed the UK embessy in Manila 5 days ago again no mail no acknowledge to my e mail. So that is my experience of everyone that should be active in helping there citizens to get back to UK. I wish everyone reading this better luck than I'm having in trying to get back home where ever you are and stay safe.”

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Posted 5 years ago

“DO NOT USE. Had to cancel a flight due to Corona virus. The airline refunded them on 12th Mar 2020. They delayed sending a cheque to me until we were in lockdown. I had been chasing them for months before this. The cheque they sent bounced. I contacted again but they then use the excuse of Coronavirus so that they don't have to pay me until lockdown is over which could be months!!! The banks are open so they could make a same day transfer but are choosing not to. DISGUSTING behaviour!! If you get chance,p retweet the below so people can see how they treat their customers!! https://twitter.com/crazyfool1986/status/1243552225382842370?s=19”

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Posted 5 years ago

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Posted 5 years ago

“My flight was cancelled due the Corona Virus and Travel Trolley is refusing to refund me my money claiming that I was a NO SHOW, even though I have the parking ticket to prove that I went to the airport!!! Every time I call them, they keep giving me the runaround!!”

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Posted 5 years ago

“China Airlines cancelled my daughter and her friends flight to Taiwan (as you would expect). I found this information out on line as we weren't advised by Travel Trolley. TT is offering a credit note. I do not want a credit note. I want a refund, which the airline would give. They keep saying "as per the travel advisory only a credit note is due" What are they talking about? I will start legal proceedings if these aren't fully refunded. Will never ever use this company again. I would give no stars if that was an option.”

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Posted 5 years ago

““ABSOLUTE DISGRACE!!! FCO saying unable to travel, however Travel Trolley won't give us a refund but if we had booked direct with Emirates we would have a got a full refund!! Soaking CustomerServices that you do not pick up the phone and the one call I did get he could wait to get off the line from a guy I could not understand. DO NOT BOOK WITH THESE.”

Helpful Report

Posted 5 years ago

Travel Trolley is rated 1.5 based on 392 reviews