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Travel Trolley Reviews

1.5 Rating 380 Reviews

11 %

of reviewers recommend Travel Trolley

Company Reviews

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

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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

“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?”

Posted 4 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.”

Posted 4 years ago

“My Review about Travel Trolley. I spoke to Customer Service, Mr Vince this afternoon in Travel Trolley. He was very nice and his customer service was excellent. I booked 24 tickets with Travel Trolley for myself and family to travel to Dubai to celebrate my 60th Birthday in May, 2020. Due to Coronavirus Covid-19, all the flights are cancelled. I emailed Traveltrolley 3 times. I got reply back to phone them. I spoke to Mr Vince about our cancelled 24 booked tickets. He promised to issue us FULL CREDIT NOTES WITHOUT any deductions of fees and this can take up to 3 weeks as he promised. I hope all is true. I will be back to give my review update when I receive my Credit Note as they promised from Travel Trolley Travel Agent. Thanks.”

Posted 4 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!”

Posted 4 years ago

“My flight was cancelled due to covid-19 .I called travel trolley and spoke with Mandy for my refund ,he was such a helpful guy .he started my refund process within no time .I highly recommend travel trolley .”

Posted 4 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.”

Posted 4 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”

Posted 4 years ago

“AVOID AT ALL COSTS - TT are scammers who will hold your money at ransom. They are rude, arrogant and will lie to hold on to your money. They do not honor any contract made with you and will pass blame to avoid giving you a refund. Avoid!!!!”

Posted 4 years ago

“WORST ONLINE TRAVEL AGENCY - BEWARE They will hold your money at ransom. They will not refund you or if they do they will charge you an admin fee, which is not specified in T&Cs. The a rude, arrogant and operating illegally. All all costs DO NOT PURCHASE FLIGHTS THROUGH TRAVEL TROLLEY OR PARTNERING BUSINESSES IE SOUTHALL”

Posted 4 years ago

“Would give a zero rating if possible. Full of lies and excuses. Ignoring emails and insist that correspondence be made via telephone so that their customers have no written evidence of what they're saying. Customers who are legally entitled to refunds are being told that they have to pay a £75 per person 'admin fee'. What they are doing is illegal and hopefully they get what is coming to them. Profiting on customers loss and suffering during what is already a difficult time for all. Shame on you! You can't stop us Travel Trolley. We will continue until we get what we are due”

Posted 4 years ago

“Awful company no refunds given credit note option you should not take credit option you have no legal comeback . The Airlines have said full refund Travel Trolley are changing terms and conditions to suit them this is not legal and original t/c apply . I doubt they will last long as a company and go bust they deserve to the way they treat customers have contacted many times on email and phone the staff are reading off a script making profit out of bad situation i did think they were ok not anymore will not use again go straight to Airline i urge everyone to do the same”

Posted 4 years ago

“Absolutely awful company - refusing to refund £1200 of my hard earned money. Conflicting advice provided on several occasions, weeks and weeks of chasing to be finally offered a refund only for it never to arrive! Do not waste your money by using this company.”

Posted 4 years ago

“Totally unacceptable and rude customer service team giving inconsistent and incorrect information via emails and calls that go round in a loop. Failure to support customers with cancelled flights at a time when they are most needed..and demands to pay large fees to get your refunds is not acceptable..afterall if you take money from people for a service you have to take responsibility for this....when it goes wrong!!!”

Posted 4 years ago

“Totally unprofessional approach to deal with customers in regards to a refund due to a cancelled flight! They have decided to change their contract because to many people are entitled to a refund, charging made up admin fees, here is a group where 300+ people are having the same issues and joining together https://www.facebook.com/groups/254379779287709/?ref=share”

Posted 4 years ago

“💯 do not recommend this company. Steer clear! Cowboys! Just read all the other unhappy reviews - says it all. They delete negative trust pilot reviews and pay their staff to put on false positive ones. Says it all really!”

Posted 4 years ago

“Don’t book with this company. They are trying to charge me £75 fee to refund my flight with Singapore Airlines. First of all they said it was an airline fee but when I showed them proof all cancellation fees have been waived by the airline they said it was their admin fee. Now they have changed their t&cs but I have the original ones I booked under. Don’t book with an agent. Go straight to airline!”

Posted 4 years ago

“Shameful - How not to behave in times of crises Booked Emirates flights with them for June. Flights have now been cancelled. Emirates are stating that if you book through a third party (travel agent) you are due either a credit voucher or a refund. I've got this in writing from the airline. Travel Trolley are however only offering a credit voucher. Spoke to a Stuart Cross today from Southall. SHAME ON YOU”

Posted 4 years ago

“Avoid Avoid Avoid. Terrible company withholding customers money. Communication is a joke they tell complete lies and get different versions of events and the rules they make up as they go along. I will never use this company again.”

Posted 4 years ago

“Travel trolley ARE SCAMMERS they are charging fraudulent admin fees for simply giving loyal customers the the refund they are entitled to. I had to call 6 times over a period of 3 weeks to get anywhere. They held me on 'hold' for over 30 minutes trying to get rid of me. If you need a refund then you need to REFUSE the credit voucher they offer you and threaten legal action. AVOID AT ALL COSTS. They will cost you more money than you save. POSITIVE REVIEWS ARE FAKE!”

Posted 4 years ago

“Charging £150 admin fee for a pair of flights cancelled by the airline. PIRATES.”

Posted 4 years ago

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Travel Trolley is rated 1.5 based on 380 reviews