Travel Trolley Reviews 

Misleading confirmation, downgrade, and dishonest customer service

I had one of the worst booking experiences I’ve ever had with Travel Trolley.

I booked and paid in full for a direct Virgin Atlantic flight from London to Dubai. I received a clear confirmation email stating that my payment was received and my booking was “completed”, including full itinerary and airline reference.

Two days later, I was suddenly told that the flight was “not confirmed” and was offered a completely inferior alternative with Gulf Air involving a transit in Bahrain.

When I called customer service, they were extremely unhelpful and tried to blame me, claiming I had misunderstood the confirmation email, which is simply untrue. The email clearly states the booking was completed.

What makes this even worse is that the exact same Virgin Atlantic flight is still being sold on Skyscanner and other platforms, just at a higher price. So apparently the flight is “not available” for me, but available for new customers if they pay more.

This feels like classic bait and switch:
• Take full payment
• Send confirmation
• Then claim availability issues
• And push a downgrade or force a refund

This experience wasted my time, caused unnecessary stress, and completely destroyed my trust in this company. The lack of honesty and accountability from their customer service was shocking.

I strongly recommend avoiding Travel Trolley and booking directly with airlines or more reputable agencies.

What went right? We booked our direct flights via sky scanner only to be given alternative flights with a stop over. The company refused to give us a direct flight either with a different airline. Really unhelpful and aggressive on the phone when all we wanted to know was why the flights were changed when we received a confirmation email to say it was completed.

Tried travel trolly few times and they took money but never got confirmation email and always call to offer ticket with more money for same flight. Used Kayak /Expedia (other agents like Booking.com) and if seat not available they don't accept booking and not take payment.

Don't use this site as your money is gone from account with no ticket issued and have to call them to ask for refund. Better to choose other ticket agents.

We have figured out the 50/50 good/bad reviews.

DOUBLE CHECK THE NUMBER ENTERED IN YOUR PHONE AFTER CLICKING THE LINK OF THE TELEPHONE NUMBER.

We had been scammed after dealing with what we thougt was Travel trolly. This is because some hacker group has hacked Google so that when you click the telephone number 0208 under the travel trolly name, it enters an 0203 scam number instead. Without realising we called this and the scam process started (they took 900GBP and all details and passport numbers of my family). Basically, clicking the hacked link diverts you to the scammers, NOT travel trolly.

The surprising thing is, when we realised this, the number would change to a different scam number every few minutes (which would explain why there are such mixed reviews!), and eventually that phone link disappeared!! We took a video demonstrating this and some screen shots.

I would be very surprised and worried if Travel trolly did not know about this. If they don't, READ THIS REVIEW AND START THE PROCESS OF FINDING THESE CRIMINALS. MAKE IT PUBLIC THAT YOU HAVE BEEN HACKED, SO THAT PEOPLE KNOW NOT TO RING THE WRONG NUMBER AND TO BE MORE AWARE.

We have reported this now to Report fraud.police and to trading standards and will send an email to the REAL travel trolly detailing this.

I spoke to Norman who booked my family’s package holiday across 3 different bookings. He did this quickly and efficiently over the phone. The booking confirmation was sent within minutes. Travel trolley had the best quote and the most options regarding our holiday booking, and have found this to be the case on several occasions.

booked flights with travel trolley not used before received confirmation and 8 hours later I was informed by email the flights not available and would I like to go on another day . This was unacceptable, not even an apology . Oddly, flights with Virgin Atlantic were still available at the time i had booked. I am now waiting for a refund. I would never use again as booked train tickets and hotel based on this booking, the cost of booking flights later with alternative companies now increased this is not acceptable yet trolley can take payment directly but cant process a refund for 3 days. This has ruined my holiday.

Norman was super helpful as my travel plans kept changing but he kept in touch and kept checking in, exploring different options for me always and continuing to
Looking for the best deal for me
Thanks a million Norman
I’ll be sure to use travel trolley again, in fact i have used them since the 1990s when they were southall travel
Many thanks again

Absolute disgrace. Very very disappointed with the way the customer services is been provided . I’ve no worlds to explain how poorly they treat customers . I’ve booked flight with Travel Trolley and it was confirmed got the confirmation email too. Flying on 11/01/2026 and returning on 24/01/2026.
Just 2 days prior to my departure I recieved an email from their member or staff that scheduled flight is changed and gave me option to accept a late date flight . I straight away called the number been provided in email and got an answer someone from schedule change team . After waiting all day and no calls was made contacted customer services again and was told to wait and call back in morning next day . I did call next day first thing in morning and response was to wait and a member of team will contact but again no luck all day . Contacted customer services again later on and was told the team couldn’t be contacted and have to next morning so this dragged to 48 hours . Anyway after calling again and again no one from schedule change team called back and only the same flight change schedule was offered or a later day travel . My flight is in next 16 hours and I’m yet to be getting a confirmation .
Absolute disgrace ans disgusting customer service . Wouldn’t recommend to book with This shite organisation.

Appalling service. Following a cancelled flight, I was left without assistance and repeatedly told I would be called back. This never happened. The constant delays appeared deliberate and resulted in me missing any chance of arriving at my destination on time.

Cherry dealt with my case and demonstrated a complete lack of professionalism. I would not recommend this company.

I booked the wrong date (2026 instead of 2027) I have ADHD, and find computers difficult at times.I realised my mistake within 2 hours, called back to be told it’s £200 to change the date even though I’d paid £42pp to purchase changeable tickets .I didn’t think this was fair so requested to speak to a manager.i called back the next day to be told that I was going to lose £800 if I cancel and that new flights were going to cost hundreds too .i have spoke to numerous agents who all tell me different things .I am so upset and frustrated and am going to contact the ombudsman.Apparently the terms and conditions don’t allow for a mistake so I am to lose £1000.This is outrageous customer service and support!! It’s made me ill dealing with this

On Saturday, I spoke to Travel Trolley regarding adding a prepaid bag and was told this could be done. On Monday, I raised a formal complaint. Since then, I have received no response at all.

Earlier today, I was promised a call back within two hours — that call never came.

Travel Trolley confirmed that a bag could be added, yet nothing has been actioned. The airline said add a bag at the airport for a huge cost, which contradicts their policy ; however since that. the airline has been rude and completely unresponsive, leaving me stuck in the middle with no support or updates from Travel Trolley.

What should have been a simple request has turned into days of chasing, causing extreme stress and even arguments at home.

I need one prepaid bag added for Kevin Davis only (no other passengers).
Total cost: 80 KWD (40 KWD each way).

The lack of communication, ownership, and urgency is unacceptable. I urge the regulator to look into Travel Trolley’s treatment of its customers. I am genuinely shocked at how bad this experience has been, and I would not recommend Travel Trolley to anyone.

I booked a ticket through travel trolley and had an unfortunate incident where my daughter fell sick during the return leg on the last day of return. Mohit was brilliant in booking new tickets. stayed on the call with for almost 1.5 hours and booked the best possible fair return ticket. It was a pleasure to work with Mohit and will work with him again in the future

Unbelievable inflexible system. Not impressed. I’ve just lost a return ticket because I booked a BA return ticket from London to Berlin.
I had to go in an earlier date so booked a single flight a week earlier than my original booking. Now I can’t use the return part of that original booking. It’s outrageous!!

Avoid avoid avoid!
To aid booking of same journey to Bali for 2 x 10kg cases and 2 x 23kg cases, my partner and I made two bookings at the same time (different laptops, different emails). Bookings went through and money shown as pending in our account immediately.
We had 1 email confirming Virgin flights had gone through and then a phone call from TT saying that the second one had not gone through! (Looked on Virgin and flights were still being offered.) My partner had to then book the same flights (for more money) on Trip.com. I called TT again to double-check my flight was still going ahead and was then told that there was no confirmation!!!! I had had an email saying there was a booking confirmation. (?)
Representatives Ramish and Solomon have said that first booking was going through and money would be refunded same day. Another rep 'April' said that I was then told to wait 1.5hrs for the 'Confirmation Dept.' to call me back.
Further reps have then said that refunds will be taking place within 72 hours. 1 hour later, TT were still saying that the first booking has not now been confirmed. Another rep came back and said it was confirmed. Such confusion! Argggh!

I decided to call Virgin Atlantic to see if they could help. Thankfully, Virgin confirmed that the 2 of us were booked on correct flights, and we should await the tickets.

We are awaiting refund of £821 flight amount.

Yesterday I booked a ticket through Travel Trolley, but I was never sent a copy of the e-ticket. When I called them to follow up, I was told I needed to pay an additional £50 for seat selection, even though their website clearly stated that seat selection was included in the ticket fare at the time of booking.

When I said I was unhappy with the service and wanted to cancel the booking, I was informed that I would be charged £75 and that any refund would take up to 30 working days. I felt completely misled.

I asked to speak to a manager, but the manager was extremely rude and closed the phone call on my face. Very dishonest and unprofessional people. I would strongly advise not to deal with this scammers.

I wanted to express my sincere thanks to Norman for your prompt assistance in resolving the recent issue with my booking. Your professionalism, clear communication, and attention to detail made the process smooth and stress-free.
I truly appreciate the effort you put into sorting everything out so efficiently. Your support has reinforced my confidence in your services, and I will be happy to recommend you to others.
Thank you once again for your excellent service.

Awful experience. Took my money - says booking confirmed. Chose to book with them rather than direct with airline as it's was a mere £40 cheaper. Biggest regret as they now saying fare not available and cancelled my booking. No offer of alternatives, no human interaction or apology - just an insincere email. AVOID AVOID AVOID.

As per your reply: I do understand that fares aren't guaranteed (but this wasn't made known to me). Also, even if the fares changed, no one reached out to me with alternatives or tried to help with a resolution, just sent an insincere email with refund. I still needed the flights so had to look elsewhere as TravelTrolley was no help even after I called them on the phone to follow up. NOT HELPFUL at all. DEFINITELY AVOID.

I made a one-letter spelling mistake in the passenger name on my flight ticket.
I called several times and spoke to different staff members, but unfortunately no one was willing to help.
Andy was the only person who listened carefully and took responsibility for the issue.
He handled the name correction professionally and resolved everything smoothly.
I really appreciate his support and excellent customer service.