Travel Trolley Reviews

Name: Travel Trolley
Rating: 1.45

1.5 Rating 390 Reviews

11 %

of reviewers recommend Travel Trolley

Company Reviews

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Metrics

1.5

Based on 390 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

“AAvoid this agent if you can. I have tried to get a refund due to the FCO advice of not to travel to Sri Lanka. There are 13 of us that booked with varies agents or with BA or Qatar airway directly. Everyone all has been told that full refund will be given apart from me. Their response was really poor and not helpful. I first called to speak and got told that someone will call me back in 3 hrs to discuss about the refund. I waited and no one called. I then sent a email and got told that there is nothing they can do and they will not give me any refund. I then called again this morning to ask to speak to the manager and got told the manager is not in till after 10 AM. The person I spoke to try to put me off by calling back again. This is the worst agent that I have came across. Avoid them!”

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Posted 6 years ago

“Worst company ever!! Paid for a flight in January. They sent email confirmation and flight info but never sent e-ticket.chased and chased and was told it was coming. Never showed up! Weeks later i was informed they never even booked the flight and it was no longer available. Requested immediate refund and kept calling, sending emails and just chasing and chasing. To date, they have never refunded me my money back and apparently have no complaints policy when requested. I have never been able to speak to a manager or complaints team and have on numerous times just had the phone hung up on me after they read the notes on file. I have now had to go down the legal route. Please.. for your own sanity, do not use this company!!”

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Posted 6 years ago

“Needed to cancel my flight, I've been waiting weeks to receive my refund. They keep stating to wait 1 more week. Joke of a company”

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Posted 6 years ago

“Shocking behaviour by customer services - rude to the point of their staff being argumentative, shouting, and being unhelpful The refund was issued by the airline 2 days after they cancelled the fly but TT said I wouldn’t get it for 4-5 working weeks. Called today at end of 5th week to ask where it was and told I had to give details of credit card I paid them on again and it would take up to another working week for me to get it in my account. Avoid at all costs!”

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Posted 6 years ago

“CON ARTISTS DO NOT TRUST THIS COMPANY. So we booked 2 flights going from Birmingham to Amritsar. We are both elderly passengers and we book our seats 6 months in advance. We received an email telling us our flight is being cancelled. I telephoned Air India, who told us that our flights are NOT cancelled but are now more than £400 more expensive. Shame on you TRAVEL TROLLEY, SEE YOU IN COURT FOR FRAUD!!!”

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Posted 6 years ago

“This company, and more specifically, its customer service is anything but exceptional when it comes to taking care of people and communicating. They've called me after I've booked a trip on their site and said, "your card information was entered incorrectly." When I asked what to do next, the customer service representative told me to try it again. I called my credit card company (Capital One) right after that call with Travel Trolley to make sure they knew I was using the card to purchase a flight. Another attempt went through successfully. But then Travel Trolley called me later and said, "Your charge wasn't authorized." I was confused at this point; I knew I had entered all the correct information. I asked what to do next, and they told me, "You'll get an email about your cancellation, but your credit card company wouldn't let the charge go through." No matter what I explained to them, they raised their voice and told me that they were in the right and my credit card company was the one with the issue. Again, I tried to work it out with Capital One, whose representative stayed on the line with me to complete the purchase. Then, two hours later, I get a call from Travel Trolley about the charge not going through, again! This time, the rep told me that they don't accept non-U.K. payment methods. I told them Capital One is international. Not only did they completely disregard what I said, they raised their voice (again) and said, "Capital One is not a U.K. company!" After that, I called Capital One and told them to label Travel Trolley as a fraudulent company. What else can I do? I can't trust a company that can't handle its customer service, let alone provide it.”

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Posted 6 years ago

“Do not book with them whatever you do! They took my money then informed me the price had increased. They apologised for the inconvenience and offered me a refund. I agreed to the refund. Since then the phone calls don't connect and all email correspondence has failed to be delivered. It took me a year to save up and most unhappy that I have been scammed by @traveltrolleyuk”

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Posted 6 years ago

“worst travel company ever. quote different prices online than via the phone. Credit card payment does not always go through and make sure to triple check information as they charge gbp 30 to change name spelling etc.”

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Posted 6 years ago

“Bad customer service and responsibility.”

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Posted 6 years ago

“Seriously... these guys are beyond belief, they tried to put my 8 year old daughter on a different flight and I messed about trying to rectify with hardly any apology and no consideration for my time wasted or lack of trust I now have on the company... customer service is very poor!!”

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Posted 6 years ago

“So so bad, avoid like the plague! Rude, unprofessional and completely obtuse staff.”

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Posted 6 years ago

“Absolutely awful service and I don't even understand how this company is still allow to trade. My partner booked a flight to India exactly a month ago. The flight was with BA and the monet - over 1000 pounds- was taken out. We got a phone call two days ago to tell us that our flight was cancelled.As if people would believe this... Of course, the flight is not cancelled... They are refusing to refund us for another 5 weeks, let alone compensate for losing our holidays. They should give us the price difference so that we can buy another flight. I will be taking this further and make sure these scums don't continue doing it.”

Helpful Report

Posted 6 years ago

“Do not book with this site travel trolley has a very rude supervisor and incapable staff. They booked us a flight which we was told one price but after they are going ahead to Issue the ticket they realise the price needs adjusting so we basically pushed to make a payment and no Options that’s fair provided.very wrong to consumers right , wrong information of price at first and these people are not going to provide any compliment or any adjustment for the mistake they made. Do not book with them and go on airline site directly or other merchants site that reliable.”

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Posted 6 years ago

“Rude advisors, failure to return calls when promised on a number of occasions. Unhelpful. Would not recommend under any circumstances. Given conflicting info on return of funds. TOS 6 weeks for refund. In an automated service they are clearly taking advantage for financial benefit.”

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Posted 6 years ago

“Poor customer service, they cancelled my tickets due to an error from their side could not help me rebook, was told it takes 3 weeks for refund. it's been 6 weeks and I'm still waiting for my refund.”

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Posted 6 years ago

“Shocking customer service who truly do not care about their customers. They falsely implied information about a hotel and when questioned they refused to make it right and move us to an alternative (sister) hotel despite it being a big issue for us. Not even an apology. Utterly frustrating, disappointing and I would absolutely recommend you go elsewhere.”

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Posted 6 years ago

“They are cheaters they issued me a ticket with missing two letters from my first name last name and nationality and they did not correct it and I was stuck in the airport and had to buy a new ticket don’t ever Buy any ticket from them”

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Posted 6 years ago

“JUST GOT SCAMMED. Selected flight via SkyScanner. Made sure I selected the correct times and details. Even checked in Travel Trolley before payment. After payment collected, details on flights (both confirmation page and email) were wrong. Immediately (within seconds) rang Travel Trolley to ask why did this happen. Spoke to Spencer (doubt this is his real name). Without me saying anything, immediately knew I was the person who booked “this flight”, “this time”, and “how many passengers in total”. Something already wasn’t right, how did he knew who I was. Explained my position. Was informed to provide proof (screenshot of the page before payment), as they said they have a log to suggest I've made that mistake. Spoke to first advisor (Spencer) and another who didn't even introduce himself, was told IT WAS MY FAULT. No problems on their end. After escalating further, was brushed off by saying I can put in an email/letter complain (we all know how long will they take for a reply). Wanted to speak to somebody else, was told I have to wait at least 30 mins to 1 hour (clearly to put me off waiting). I was accused blatantly by both advisors that it was my mistake, and that their system will NEVER have a glitch. They are 100% capable and understand the ins and outs of their system, and it WON'T make any mistake. Their resolution was I pay the cancellation fee, £100 per person. I negotiated. He said he need to ask the finance department (took him 3 seconds to do so, doubt this department even exist), and said Travel Trolley will waive £25 off the cancellation fee (how convenient, pocketing the £75). Overall total scums. Was rude (talking over you) despite speaking to them like normal human beings, didn’t even have the courtesy to reply appropriately. So a total scam, now we will be stranded in airport for 9 hours. Just my luck”

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Posted 6 years ago

“Just made mistake on return date and asked you to change the date and was told to pay £244 for total all flight 445 .”

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Posted 6 years ago

“Extortionate and rubbish customer service . We booked a return flight in early December, unfortunately we made an error on the return dates. We realised this immediately once confirmation of the booking was received. We immediately called Travel Trolley to ask for them to amend the booking, this should not have been difficult considering the flights had not been confirmed. They would not agree and advised that penalties would be payable. We ended up having to pay over £220.00 for the changes. This is not the worst part though. Despite having made the amendments to the booking, we continued receiving confirmation of booking for both the incorrect dates and the amended booking. When we called to get this clarified, we spoke with a gentleman called Aarav. He was extremely unhelpful. All we asked was for them to provide written confirmation that our amended booking was confirmed and that it was an internal error that resulted in them sending out the initial incorrect booking confirmation by email again and again. Aarav said he cannot do that. When we asked why, he was very rude and said that we weren't listening. When we asked to speak to a supervisor or manager, he refused. We called back and spoke to another member of the customer support team, Ranbir, and advised that we would like to speak to a supervisor/manager to make a complaint about Aarav. We were kept on hold for over 20 minutes. Suffice to say this is the last time we have booked with Travel Trolley or Southall Travel.”

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Posted 6 years ago

Travel Trolley is rated 1.5 based on 390 reviews