Travel Trolley Reviews 33.846

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

Unsolicited emails. Piss off!

Initially very happy, booked flights April 2025 for Feb/March 2026 from Heathrow to Goa with Qatar.Booking reference sent promptly which worked in the Qatar app so all good.
We left Qatar for Goa late on 27th Feb, arrived in India early hours on 28th Feb & woke up to WW3.
It quickly became obvious we along with many others were not flying home with Qatar & this is when we realised that Travel Trolley are useless & no help at all.
I was unable to call them from India, the calls wouldn’t go through so had to keep asking friends & family to call them & ask them to call me. Emails & what’s app were never answered.
Initially offered flights home costing £2k each which I declined.
Then offered Qatar flights from Delhi, no cost to us other than flying to Delhi. I gratefully accepted these even though it meant staying anther week. No flight confirmation came, another round of calls to discover the flight had been cancelled but we had not been informed.
Next phone call basically said can’t do anything for you - I requested a refund 11 days ago …. Still waiting
We felt completely abandoned by them, just no care whatsoever.
We booked flights home ourselves with Trip.com who have an altogether different attitude & way of doing business

I had booked online an airline flight with company. I didn't receive my eticket confirmation and did have to chase this up a day before travel however thank you to Kunal for resolving the matter exceptionally well. All sorted and professional thank you

Excellent service

Polite and helpful

absolute cowboys , contacted several times regarding a refund for our cancelled flight , literally no response via email or telephone . Call centre just say to email and when you do email its an automated response . This is over 5 weeks since initial contact.

Booking reference is
YQ5QU8

Quick and easy to deal, helped with flight changes

Excellent experience

Had to cancel the flight and phoned travel trolley spoke with Felix who dealt with my request professionaly and helpful. Good experience overall.