Travel Trolley Reviews 33.848

I booked a return Air India flight with Travel Trolley to travel to India. I received an email informing me there was to be a change in flight schedule.
I phoned Travel Trolley to know what the change would be. I was passed from one operator to another and the matter was not resolved. This went on for almost a week.
Quite annoyed on Friday 21st November i phoned and the gentlemen who answered was Andy. After checking what had happened, he said he will help to resolve the matter. Within a couple of few hours, after liaising with Air India he confirmed both my dates . And those were dates I requested.
I very much appreciate Andy*s efforts to solve the matter satisfactorily.
I have had mixed experiences with Travel Trolley

I will never use Travel Trolley again.

They have poor customer service.Holding my cancellation charge for more than one month. They told me that they already received the cancellation tax fee from airline. But they didn't paid to me yet. Just saying its been processing for more than one month

Do not use, they cannot even reply to an Email re a cancelled flight. Probably the most simple process is to refund a cancelled flight.
They cannot even acknowledge receipt of my emails.

DO NOT USE THEY CANNOT BE TRUSTED, A GOOD COMPANY IS ONE THAT DEALS WITH PROBLEMS THIS COMPANY IS NOT FIT TO TRADE

Think this company is in financial trouble, cannot afford any staff to answer an Email, or issue a simple refund for a cancelled flight.

Have Emailed everyday this week and still nothing.

Kartik was very helpful and helped me reschedule my flights with minimal effort on my part.

The website was showing the cheapest tickets by far compared to other travel agents or the airline.
When you complete all the details and then try to actually pay the airfare is mysteriously labelled as sold out and swapped to a fare that is about the same as the other travel agents.
The cheap price is just bait to get to the top of Google Flights

booked ticket with travel trolly and recieved confirmation email and another day send me email your ticket is not confirm ,and ask for prize change when i go to check in travel trolly website so same ticket is showing in higher prize, i was find them with sky scanner so already reported there and another three places as well ,so anyone want to book ticket with company dont book it if even they offer in cheap ,otherwise you mess up your journey completly

Stupid . Don’t use this agents - paying for refund protection doesn’t even work and they swindle you somehow to get way more money out of you, I am angry. Please don’t use this company

Rip off company !! Wanted an extra £800 just to change a flight date - original flights were £1540, new flight price, same airline, same destination £1539. Wanted to charge me £800 extra for new dates - absolute rob dogs !! Book elsewhere

Airline schedule changed and connecting flights are no longer connecting called travel trolley on 3 separate occasions today promised call backs that haven't happened to get a resolution.
Very rude customer service operator on the last call advised them if they are not going to provide a solution or full refund I will take action via my credit card company.
Bloody poor customer service almost as bad as travel up.

Rude staff on phone, very unhelpful.

I booked two return tickets from London Heathrow to Nice, France with this company on 3rd Nov 2025. They had a query on one of the names on the booking at midnight and I responded next day before 7am. I then followed up with them a few hours later at 1052am on phone and they confirmed that they had everything they needed to issue the tickets.
On 8th Nov, they call and say that the booking has not been confirmed and forced me to change my itinerary or take a refund, even though the flights I had paid for were still available (at a higher price of course!). If a passenger were to change the itinerary, these thieves would have fleeced every last cent out of them in change fees. But when it comes to them, all they have to do is to refund the money or force the passenger to travel according to their options.
I will NEVER use this company again.

Terrible support, they don't confirm your booking without you phoning them so they can try up sell you and they word their emails very vaguely. They then just refund you, tell you they have, but my bank seems to have zero evidence of that.. avoid avoid avoid..

Booking Ref: ET58940

Tbh, I was scared after booking with them then reading the reviews. I was gonna cancel in the evening because I checked the booking reference on airIndia and they said I still need to complete my payment.

I later got full confirmation and with tickets and everything is sorted 😃.

So I think the thing is, this is a relatively new company and they don't know how to handle flight disruptions just yet so I guess thats the only risk. other than that everything is legit and working properly.

PS to the company, please update your website. it is so low effort it looks like a scam/ unprofessional lol

Totally disappointing the response from the staff when my husband had to cancel return ticket as he has a medical emergency. We paid for extended refund services which is of no use when we have alredy used ticket for outbound travel as per travel trolley staff. They said can refund only 12 pounds refund and we paid extra 58 pound extended refund when we booked the ticket. When we asked them for a date change they said a charge amount which is higher than fare for new ticket. And the staff behaviour is more ridiculous. There were rude as if they are paying us from their pocket. I know employees need to follow agency policy. But, atleast they can be bit kind towards customers. We had to talk to different staff to get a proper response. Staff named shefali and deepa was bit approachable. Others were rude.

If you’re reading this before booking with Travel Trolley, please take my experience seriously.
I bought a ticket through Travel Trolley with their advertised “100% Refund Protection” in case of unavoidable events — in my case, a university exam reschedule. I trusted their system and expected a smooth refund process. What followed was a month-long nightmare of misdirection, misinformation, and rude treatment.

I contacted Travel Trolley on 7 October immediately after learning my exams had moved. Their team sent me a refund link, and I followed every single step — filling out forms, submitting proof, and even obtaining official university letters that took me over ten days to get. I did everything right.

After nearly two weeks of communication, the refund company (Refundable.me) emailed me saying my booking wasn’t even registered with them, and that I should contact Travel Trolley directly. Imagine the shock — I had been following Travel Trolley’s own instructions, only to find I’d been sent to the wrong provider entirely!

To make matters worse, when I tried to get clarity, one of their customer-service agents was extremely rude, dismissive, and unempathetic. Instead of apologising, they implied it was my fault. It was insulting and completely unacceptable.

I have full documentation — every email, chat, and screenshot — showing that I acted responsibly and that this entire failure stems from Travel Trolley’s internal mismanagement.

This experience has caused me real emotional and financial distress. As a student, losing time, energy, and peace of mind because of a travel company’s negligence is simply unfair.

Travel Trolley, please fix your processes. Take accountability when customers are sent to the wrong refund partner. Train your agents to show basic empathy and respect. I’m now preparing to escalate this to UK Trading Standards and the Small Claims Court for misrepresentation and emotional distress if this is not resolved immediately.

Until this is fixed, I’ll continue sharing my experience so that others know what to expect when searching for Travel Trolley refund, Travel Trolley complaint, or Travel Trolley customer-service issues.

Update as on 4th November 2025

I am updating my review because the situation has now become even more disappointing. I contacted Travel Trolley customer support again today regarding my refund request, which I initially filed in early October with all required documents.

Instead of support or clarity, I was spoken to in a rude and dismissive manner. I was told “we can’t do anything, go ahead and take it to claims court” — with no attempt to explain, help, or even acknowledge the ongoing confusion and delays caused by Travel Trolley and their third-party refund partners.

The insurance/refund company (Refundable.me / Payment Refunds) has already confirmed in writing that Travel Trolley is the responsible party, and they directed me back to Travel Trolley. Yet Travel Trolley is now saying the opposite.

This means I spent weeks gathering documentation, completing forms, chasing the university for formal confirmation letters, only to be sent in circles with no accountability from anyone involved.

No customer should be trapped like this.

If Travel Trolley advertises Refund Protection, then they should take responsibility for ensuring the customer receives it — not push customers into bureaucratic dead ends and then tell them to “take it to court.”

I am now preparing to take this forward through the appropriate dispute and claims channels.

If anyone else has experienced similar treatment, delays, or lack of responsibility — I encourage you to share your experience here. Consumers deserve transparency, clarity, and respect.

Update (6 November 2025):

It’s now been over 72 hours since I emailed Travel Trolley regarding my urgent refund issue, and I still haven’t received any response. What’s interesting is that I can see the company actively replying to positive reviews here on TrustPilot — yet the negative ones and genuine customer concerns are being completely ignored.

This is not how a professional travel agency should operate, especially when customers are dealing with personal emergencies and time-sensitive travel situations. If this is the level of accountability and support offered when things go wrong, people should seriously reconsider booking with them.

Customers deserve transparency, not silence.

I had very bad experience with Travel trolly we booked tickets from May 2025 to travel on October half term
I have received lots of email every week saying flights changed timetables please accept it i dont have other option as we are four travellers one side went smoothly but return when we came to airport only two persons has ticket other people still waiting list
I contacted travel trolly Mr alok [he was sending the emails earlier] no response at all please careful before you do flight ticket booking

I am totally disappointed with the handling of my recent booking and the conflicting information I’ve received.

Six days ago, I was informed that my ticket had been reissued with the new flight option. However, when I spoke to Oliver on Saturday, I discovered this was not the case. I was told instead that my ticket had not been reissued and that I would now have to either pay for the difference or request a full refund.

It was particularly frustrating to learn that Oliver had no knowledge of the earlier message — apparently posted by another department that was unavailable to speak to me. This lack of internal communication has caused unnecessary confusion and inconvenience.

I would strongly suggest that, going forward, staff include their name, department and direct contact details when responding to customers, or at the very least, record notes within the booking so that their other agents can see what has been promised. This would avoid situations like this and ensure accountability.

I look forward to a clear explanation and confirmation of how this situation will be resolved.

Update 05 Nov

Following the recent response, I contacted the office today and asked to speak with Customer Services. Yet again, I was told that someone would call me back — but this seems to be a recurring pattern with no follow-up.

What is going on with this company? The ongoing lack of communication and resolution is completely unacceptable. All this unnecessary stress is beginning to take a toll on my health, and I would appreciate it if someone could take ownership of this matter and provide a proper update without further delay.

Dreadful!
Booked tickets online tonight - money was taken from my account and yet I received NO booking reference or ANYTHING from them!
I called "customer service" (oxymoron) and they literally couldn't be bothered - weren't interested and totally blazè about the fact that almost £1300 had disappeared from my bank!
Just awful in every way!
Now it is ME who has to run around contacting my bank to try and sort it out because these clowns have zero interest in helping customers!