Travel Trolley Reviews 33.852

I've had to write this as a warning. I have received an email today which has come via Traveltrolley, and has clearly been used for fraudulent activity. The information has been passed to the ICO. Any future customers may want to be aware that either the website isn't secure and/or personal details are being shared.

Avoid WORST Travel Agent

Extremely poor customer service and disregard for UK consumer law.

Their telephone agents are consistently rude and provide false or misleading information. My last three emails have gone completely unanswered.

My flight with Air India was cancelled in May 2025 due to political tensions. Communication from Travel Trolley has been appalling ever since. I had to repeatedly chase them for updates on my refund, only to be told the same line every time:

“We haven’t received the refund yet; please call back later to check the status.”

After months of this, during a call in September 2025, I expressed my frustration and said I would be claiming through my credit card. Suddenly, the agent changed his story, saying:

“Oh, actually, we’ve received the refund — it will take 14 days to send it out.”

That never happened. When I followed up again, they claimed a cheque had been sent — which also never arrived.

To make matters worse, they insist refunds are issued only by cheque, citing “company policy.” This directly contradicts Section 20(16) of the Consumer Rights Act 2015, which clearly states that refunds must be made via the original payment method, unless the consumer agrees otherwise.

I made it clear I cannot accept a cheque and requested the refund via the original method or BACS transfer. I also reminded them that company policy does not override UK law. Despite this, they continue to delay and ignore communication, even after claiming the refund was sent (they later confirmed it wasn't sent out).

At this stage, I have lost all patience and trust in this company. I will now be reporting them to Trading Standards and proceeding with a credit card chargeback or small claims action to recover my refund.

It’s no coincidence that Travel Trolley has the same poor reputation as Southall Travel Group — they are part of the same company.

If you are in a similar situation, understand that you DO NOT have to accept a cheque. If they insist on this then I would urge you to report them to Trading Standards for breaching Consumer Rights Act 2015, Section 20(16).

Some banking institutions(Revolut, ANNA etc) do not allow cheque deposits so many will be in this scenario.

UPDATE AFTER CUSTOMER SERVICE RESPONSE ON THIS REVIEW ON 14/10/2025

This review prompted some action and I have received an e-mail asking for proof of payment as they state they have different details to my information provided by me previously. I provided the copy of the credit card statement which shows that the information provided previously to be correct, it has been two days since I provided this, they have not responded.

FURTHER UPDATE 16/10/2025;
They accept that the booking made was paid by another person other than the passenger (after receiving proof requested). However, they are refusing to refund the money to the person who paid for the booking and insisting on a cheque to be issued to the passenger. This clearly breaches UK Money Laundering Regulations (MLR 2017). I will also be reporting them for this as I suspect they will be doing this in other scenarios.

Absolute shambles, I have been waiting for a refund for my cancelled flights since the middle of June- They said it would take 4-6 weeks, nearly 4 months later and still not received it! They keep saying the request is with the airline but no urgency to get your money back for you. DO NOT BOOK FLIGHTS THROUGH TRAVEL TROLLEY! Go direct to airline instead- it will save you so much stress!

Customer service is very poor, they don’t listen the problem, just to finish call as soon as possible,
Once you pay them money, they will make your life hell.

Terrible quality and even worse customer service,
Just try to get more money from customers,
Don’t answer their queries properly and don’t listen the customer,

System and customer service is rubbish, no body knows how to deal with customer, no manager want to speak to customer, I paid money and stuck with them, my reservation was cancelled and waiting for refund for last one week, still calling them every day, no clear response.

Very bad customer service, no clarity always trying to get more money from customer,

I was shocked to recieve an email a week after booking my tickets informing me to contact travel trolley as my tickets were not confirmed .
Extremely upset and distraught I spoke to Norman who was extremely professional and went out of his way to book an alternative ticket with a minimal fee .
My advice would be to make sure you chase your confirmation tickets soon after booking them.
I would like to thanks Norman for dealing with my query and follow up with calls to ensure this time my seats for confirmed .

Terrible Experience – Avoid Travel Trolly!

I booked a flight with Travel Trolly on the 2nd of the month. Everything seemed fine until five days later, on the 7th, when I was suddenly informed that my booking had been cancelled by the airline. Naturally, I contacted the airline directly — only to find out that it was Travel Trolly who had cancelled the ticket, not the airline.

To make matters worse, today is the 9th, and I am still waiting for my refund. No proper communication, no urgency, and absolutely no accountability from their side. They've taken my money, cancelled my ticket without explanation, and left me in the dark.

I strongly urge others to think twice before booking anything through Travel Trolly. If this is how they handle customers and money, I wouldn't trust them with anything as important as travel plans.

DO NOT BOOK! TAKE THE MONEY AND DON'T BOOK THE SEATS. THEN TELL YOU IT WILL TAKE 3-5 WORKING DAYS TO RETURN THE MONEY.
AVOID AT ALL COSTS!

My wife needed an emergency surgery at the last minute, and we needed to amend the plane tickets. Mohit went above and beyond and offered exceptional customer service.

Very genuine agency and helpful sales person like Kartik was very humble to talk to .

Do NOT book with Travel Trolley! Only 3 out of 4 tickets were confirmed for my flight. They never informed me the fourth ticket failed — I had to chase them at the last minute.

Customer service was terrible: staff refused to take responsibility, offered no apology, and caused me to spend £1,500 extra for a replacement ticket.

Completely unreliable and unprofessional. Avoid this company at all costs.

Poorly organised, wouldn’t provide appropriate information for flights, seemed like a scam and wouldn’t provide refund. Very quick to take your money but takes forever to get in touch with someone to discuss concerns. I contacted the airline who advised me to cancel my booking due to the highly suspicious nature of it, with their record of it being cancelled - but then got shouted at by a very rude member of their customer service and she refused to allow me to speak with someone else. Absolutely avoid! How can a booking be cancelled when it’s just been made? Money grabbing and very suspicious.

Travel Trolley charges more than the airline’s own website. Agents were rude and unhelpful, even telling me to book online myself. No competitive prices or customer service – not worth using this agency.

Travel trolley took my money , then when I got to the airport they hadn’t booked the flight. Worse than usual - criminals. Whatever you do, do not book with these awful scumbags , as you will not get on the plane if you do!

Prompt resolution of my problem by agent Norman

I have used Travel Trolly 3 times now, and it's been effortless every time. Once I book a flight, I get confirmation that my payment has been accepted, then within 10 minutes my E-ticket is sent to be. Fantastic and stress free service. 5 *****

I recently booked a flight with Travel Trolley and just a few hours later (only 3 hours after booking), I wanted to change the dates. I wasn’t even asking for a cancellation—just a simple date change. Shockingly, that turned out to be impossible.

Instead of helping, all they wanted to do was charge me extra, even though the new flight I was looking at was actually cheaper. The agents were absolutely unhelpful and even rude. When I refused the unreasonable charges, the agent sarcastically said: “Well, I guess you will fly in October then.”

This is not the kind of customer service anyone should deal with. They advertise as being cheaper, but honestly, the hassle is not worth it. You’re much better off paying £50 more and booking directly with the airline, where at least you’ll have some flexibility and proper support.

I made the mistake of going with them to save a bit of money and deeply regret it. Never again. Stay away from Travel Trolley.

Travel Trolley might seem cheaper at first, but the real problems start when you actually need help. Since the booking isn’t made directly with the airline, they can’t assist you, and you’re left dealing with Travel Trolley’s rude and unhelpful staff. I tried to amend my ticket and was shocked to find the fees were higher than what I originally paid — even though tickets for those same dates are currently cheaper. This company takes advantage of customers and makes a simple change complete nightmare.