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

“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

“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!!!!”

Helpful Report

Posted 5 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”

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Posted 5 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”

Helpful Report

Posted 5 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”

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Posted 5 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.”

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Posted 5 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!!!”

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Posted 5 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”

Helpful Report

Posted 5 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!”

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Posted 5 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!”

Helpful Report

Posted 5 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”

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Posted 5 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.”

Helpful Report

Posted 5 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!”

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Posted 5 years ago

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

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Posted 5 years ago

“Bad experience with travel trolley charging a fee to get my refund. I am aware they have received the flight refund from Qatar Airways so they are holding my money. Their terms and conditions don't mention any fees if the airline cancels. Will definitely avoid travel trolley and their other trading names.”

Helpful Report

Posted 5 years ago

“Bad enough them being obstructive in giving full refunds but applying a £75 per person charge which was never stated on their T&Cs when purchased. An utter scam. I have reported them to the Competition and Markets Authority CMA. Google UK Gov CMA”

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Posted 5 years ago

“Rip off merchants. During covid19 my flights got cancelled and they panicked me in to changing flights on the phone saying if I didn’t do it there and then I’d lose all my money. Charged me £500 more and flights were cheaper online when I looked best day and my airline confirmed they did this free of charge. Avoid this outfit.”

Helpful Report

Posted 5 years ago

“same as others here, £75 fee per ticket charged for flights cancelled by the airline and which were refunded in full. I am dealing with 3 companies after the cancellation of my trip , this one is the worst one by far . They have lied to me on the phone , will not provide a copy of any way that I can complain and are now ignoring my e mails. I will never use them again. Skyscanner have also criticised the £75 fee.”

Helpful Report

Posted 5 years ago

Travel Trolley is rated 1.5 based on 392 reviews