Travel Trolley Recensioni 33.817

I booked flights to Dubai last October for August 2026 for me and my daughter. We can’t fly and after calling to ask how much it would be to cancel, they informed me it would be £280 in total as the flight is still running
I thought about it for a couple of days and went back to them
They are now saying it will be £280 each
They shouted at me on the phone when k questioned this
Do not use this company at all
Avoid like the plague

Absolutely shocking company avoid at all costs do not book with them.

Myself and my husband booked flights to Thailand which sadly we had to cancel due to my father being terminally ill. His passing was imminent and we didn’t want to be half way across the world when this happened.

Travel trolley were completely inconsiderate regarding the whole situation and at first offered to only pay us £250 for tax back and not the full amount of £1351.72. After many calls back and forth and emails to which their customer service operators (never the same one - our case manager was always on a call when we rang and was going to ring us back) approximately 20+ calls later and several months down the line we are still waiting for his call!!!

We received a few emails from Travel a trolley each time wishing my Dad a “speedy recovery” and quotes of “get well soon” not sure they understood “terminal- about to pass away”.

After almost 3 months at a stressful time and all supporting documentation being sent forward they eventually stated we would get a full refund.

Then the fun began again. Firstly they asked if the payment could be made via original method of course we said yes!! But then they decided they couldn’t do that as the main person on the holiday was my husband and I had paid. Although I’m on the booking we are married same name, happy to take money from my card but for some reason can’t refund it!!
Next day they said we will send a cheque. A week and a half later cheque arrives and guess what the cheque bounces!! No money!

We are still waiting for a resolve Travel trolley say it’s down to Southall travel and vice versa.

Flights booked in March 2025 cancelled in December 2025. Still sat here waiting for a call, cheque, refund some correspondence in April 2026!!

Absolutely shocking service. We booked flights to South Africa from Belfast via Amsterdam last August for the end of June 2026. A few months later we get an email to say that the first leg of our flights was cancelled and they had put us on to a different flight to Amsterdam AND that we would have to go to Paris before heading on to Johannesburg. All of which meant we're now leaving home a day earlier than planned. But that's not the actual problem! The problem is that they sent us emails saying that we urgently needed to speak to them to confirm or refuse the flight changes....but when we reply to the emails or call them to discuss it they just keep saying that they have logged an urgent call-back with another team! So we haven't been able to confirm or refuse, much less discuss alternatives. It's now the middle of April and our flights are in June!! We've called them for the second time today (after earlier being told we'd be called back urgently) to discuss it and the guy on the phone basically said that they won't deal with it until nearer the flight dates. What?!! Furthermore, we can't get into our account on their website! When I entered the email address we booked under (and that the contact us via) it didn't recognise the email. So I created an account with the same email address and tried to add our booking with the booking ref number and it doesn't work. What is going on???!!!!

Travel Trolley Ref: 5773771 Gulf Air Ref: ANEXNI. I would not recommend Travel Trolley based on my recent experience.

I purchased flights to China with Gulf Air, transiting through Bahrain departing on 18/03/2026 and returning on 27/03/2026. On 11/03/2026, Gulf Air notified me directly that my flights had been cancelled due to the ongoing conflict in the region and instructed me to contact the travel agency for a refund. Later that same day, I received a call from a Travel Trolley agent (Raymond), who asked whether I wanted to reschedule or receive a full refund. I clearly requested a full refund and promptly confirmed this in writing via email as instructed.

Despite following the process exactly as advised, it has now been over four weeks and I have still not received my refund. While I appreciate that processing times can vary, the lack of progress and communication has been extremely frustrating and has left me out of pocket.

Overall, the experience has been disappointing due to delays and poor follow-through. I would urge Travel Trolley to improve their refund processing times and customer communication, as this situation has caused unnecessary inconvenience and concern.

I would like to take a moment to thank Ayushi for all the support and concern towards me with getting a ticket refund as I was completely broken down and I even told her to give me a call back as it was to do with a refund of my ticket as soon as the phone was down and she called me back again to check on me I really appreciated the quick response with the refund and everything God bless and thank you for all the help and support Ayushi will always recommend travel trolley in the future to friends and family.

I have had an extremely concerning experience with this travel agency regarding two transactions totaling £2,206.37 (£824.03 and £1,382.34) which was confirmed in writing as “processed” and due within 24–48 hours. It has now been over 3 weeks, and no funds have been received. Despite multiple follow ups, we were repeatedly told to wait another 48 hours. The contact number (020 4621 1089) is now no longer reachable from multiple devices. At this point, the explanations provided (including “pending authorisation” and processing delays) do not match standard card refund behaviour. I will also escalate this with the bank for a formal chargeback and are documenting everything for further action if required. I’m really disappointed. We expect either immediate resolution or a clear written explanation of the delay.

Fantastic service from Andy. Firstly got the best price online form everyone else i mistakenly booked the wrong date, the company answered within seconds and spoke with Andy where i explained i made a mistake and he rectified the issue within minutes. Thank you Andy.

I booked flights to Thailand.
Within a week of booking, my return flight was changed, I now have a 7.5hr layover instead of 2 hour. I paid extra specifically for this short layover.
I emailed travel trolley with all my info,
Stated I was flexible and would take any flights on that date with a short connection.
No reply from travel trolley at all.
Travel trolley still hasn’t even notified me that my flight has changed even though I booked through them.
The airline told me immediately fortunately.
Still awaiting my flight change and response.
My opinion, pay more, go direct to the airline.
If my flights are changed and adequate customer service is provided, I would be happy to amend my review but currently they are absolutely useless.
Judging by these reviews they are using the conflict in the Middle East as an excuse for poor customer service. No excuse, hire agency staff on temp to help your customers.
just because problems happen doesn’t mean you should abandon your customers.

UPDATE: as I stated earlier, I would be happy to amend my review if my issue was sorted.
I’m happy to say my ticket issues have been resolved today and the guy on the phone made me laugh as he didn’t even know what company he worked for, he said “thank you for using ‘Fly shop’ haha.
Anyway, my issues are resolved finally and I’m happy with the resolution.

I booked a Birmingham–Kolkata flight with Emirates through the agency Travel Trolley. My original travel date was 7 April, flying from Birmingham to Dubai and then Dubai to Kolkata, with a layover of 1 hour 20 minutes in Dubai.

A few days ago, I noticed on the Emirates app that the Dubai layover had changed to 11 hours 55 minutes. This was not manageable for me because I would be travelling with a 3‑year‑old child and a 9‑month‑old infant.

I contacted the agency, and they insisted on switching me to an Etihad flight on 5 April from London to Abu Dhabi and then to Kolkata.

Meanwhile, on 31 March, my wife was hospitalised with severe stomach pain and diagnosed with gallstones. The doctors scheduled her surgery for 4 April. I informed the agency again and explained why we would not be able to travel. I asked to reschedule the trip by one week, but they said it would cost an additional £1,000.

Since travelling was impossible, I asked to cancel the booking. They told me the refund would be only £40, even though the total booking cost was £1,582.

I then emailed Travel Trolley with all the details. They replied that Etihad does not offer refunds on medical grounds, and I was forced to accept the refund they offered: £178 per adult, £60 for the child, and £30 for the infant.

My question is: if passengers are expected to compromise when airlines make changes, why can’t the airline or agency show the same flexibility in situations

I am a regular customer and always look for Rachit. That name is symbol of commitment loyalty care. Always explain clearly all terms and conditions .
I also introduced many of my friends.

Please note. If you have paid and booked a flight with Travel Trolley (TT). You will have a legal contract with TT and not with the airline booked on your behalf. I am trying to get a refund from a flight booked with TT. Refund cannot be given until airline say so? But I need to alter my travel arrangements now and now being advised to wait until the airline gives refund instruction to TT. Totally UNFAIR. Due to current situation in Middle East I have serious reservations travelling at this present time. Note. Once your refund is allowed it will take up to six weeks for a refund and note there will be deduction on the refund. Is this FAIR i do not think so.

I made a booking with Travel Trolley in December for a trip to Dubai. Unfortunately, due to personal reasons, I had to cancel my tickets. At the time of cancellation, I was informed that my refund would be initiated after 4 weeks.

However, after the 4-week period passed, I received no communication. When I contacted them, I was told that the refund had already been issued and would appear in my account within 7 working days. This did not happen. A week later, I was then told that a cheque would be sent to my address within another 7 working days—again, this never materialised.

I have since contacted them multiple times, and on each occasion, I was given a completely different explanation by different members of staff. Today, after waiting a total of 8 weeks, I was told that delays were due to the ongoing crisis in the Middle East, but that my refund had supposedly already been processed. Despite these assurances, I have yet to receive anything.

At this point, I have completely lost trust in this company. The lack of transparency, inconsistent communication, and repeated unfulfilled promises are extremely disappointing. I would strongly advise others to avoid using this service. I am now planning to escalate this matter to Trading Standards.

Updated 7th April 2026: The new agreed deadline to receive my refund within 48 hours has also passed and since then all communication has been poor and my calls have been ignored. This company is a fraud and is unbelievably dishonest.

To be honest, we've called travel trolley multiple times with no resolution for our cancellation flight. Today, Kunal was very forthcoming and took the time to help us navigate a new booking. Definitely should provide more CPD for staff in customer service.
Thank you

Customer service advisor kunal was very helpful in re-booking my cancelled flight.
Provided the best service and advice, unlike some of his colleagues that we contacted called previously on many occasions.

He was very polite and helpful.

They sell themselves as Southall Travel. Their customer service was poor. We required Special Assistance but had to ask 3 times. We could not log on to Qatar Airways to confirm because TT had incorrectly transferred our email address. 3 phone calls later and one further misspelling we had the correct email. Very strange as TT had communicated with us on the correct email many times. We had phone calls cut off, people who didn’t speak nor understand English and impolite answers. Will not use this company again.Do not recommend. Book direct with airline.

I booked a return flight from the 3rd December 2025 t0 the 3rd March 2026.
Due to the crises in the Middle East the Airline cancelled the return flight, evidence sent by email to Travel Trolley.I then had to book a direct flight back to the UK, obviously at my own expense. I have sent numerous emails to Travel Trolley and received the same generic response. I did contact the Airline and they informed me to contact the Tavel Agent.Having booked with Travel Trolley over many years I'm so disappointed and sad that I'm in thsis situated. I'm a pensioner and have always liked my trips abroad so please consider my situation and consider my request.

The staff was very helpful for me his name kunal very friendly staff