USAirtours Reviews 120

Had a fantastic time in Orlando. Our condo was brilliant and everything went so smoothly, would not hesitate to book again.

AVOID THIS COMPANY!
We booked as a family of 13 to go on a once in lifetime holiday to Orlando costing over £30,000, booking a villa with USAtours. When arriving at the villa, we found the house to be dirty with mould in some areas. There was also a games room advertised in the house which was a huge draw for us as we had children in our party. However, very sadly, the games were all broken and unusable, for example the pool table had broken cues, and the arcade machine wouldn’t let us past the initial screen to actually play the game. The biggest and most concerning issue was that one of the patio doors leading to the pool area would not lock. The house was completely vulnerable as the pool area door had to be left unlocked for the pool cleaner to access, so we had no way to secure the house, leaving valuable items at serious risk.
When noticing the door wouldn’t lock, we phoned the number given to us in the villa welcome documents. The first time we rang, they came to try and secure the door, but this didn’t last for more than a day. We rang again, and someone came out but with the same result. On the third try of ringing, they came, but installed a new lock on the wrong door that was able to be locked. We tried a fourth time, but couldn’t get through to anyone so left a message- we had no response and no additional security measures added.
Upon returning to the UK, we have been in touch with their customer relations, but the support offered has been frankly appalling. They informed us that the house was dirty as there isn’t time between customers to fully clean, despite there being a 6 hour window between check out and check in. Secondly, they have initially tried to argue that we didn’t inform anyone about the broken door. Upon sending receipts of the calls, they argued that we had phoned the wrong number to get support and should have phoned a different number- in the pack, this was not clearly stated, and we are confused as to why they came out to the house to attempt repairs if we had phoned the wrong number?
We are shocked by the lack of care in the customer relations team, and the blatant disregard for issues that are very clearly the company’s failures. I would avoid this company, as if you have any issues, they will unlikely be sorted and excuses will be given to avoid responsibility. Terrible, terrible customer service.

they didnt tell us the proper information about picking up luggage from atlanta, to fly on to lax.we feel that we could have done this trip without usairtours. also we have asked fro an itemised bill of the whole american trip and they say they cant give us one as it was done as a package. this is total nonsense, they obviously dont want us to see what fee they charged us for this trip. we wouldnt go with this company again.

My wife and I flew from Birmingham to Orlando on 10th August via Dublin so that we could go through US Security there and have a quick exit from Orlando airport.
Our flight arrived on time but we were surprised to find that no details had been texted to us to enable us to contact our driver for our hotel transfer.
It took 40 mins after arrival before we were able to claim our baggage, and we then went to find our taxi driver, assuming he would be displaying our name on a card. Having spent 20 mins searching without success, we went to airport information who were unable to help. Following the advice given by US Airtours on our transfer e-ticket, we sent a WhatsApp message to the UK number provided should we be unable to locate the driver. After a frustrating 20 minutes during which we were advised that there were technical difficulties, we had had enough and organised our own taxi.
Subsequently contacting and dealing with US Airtours customer service has been a nightmare. They have admitted that the wrong contact number was given to the driver (who was at the airport) and that he made no other attempt to contact us other than using the incorrect mobile number before driving off.
Had we been told in advance which number had been provided and when we would be contacted by the driver with his phone number, we would have been able to rectify the problem before leaving the UK.
If the driver had contacted the airport information desk they would have been able to put out a message over the public address system as they had done twice the day before for other family members arriving in Orlando on a different flight. US Airtours deny this was possible.
All this took place in the early hours of a Sunday morning (UK time) after we had been up since 3.30am on the previous day and were tired and anxious to get to our hotel and rejoin our family.
Despite all the above, US Airtours have refused to refund the taxi fare we had to pay telling us it was not their fault and showing no understanding of the difficulty we experienced because of their negligent communication. They have denied making a mistake with our contact details, blaming our travel agent (Knowle Travel) who in turn deny this.
US Airtours tell us we should have used an emergency number in small print on the last page of our long itinerary, buried under various vouchers for accommodation etc.
If it was so essential, it would have been a simple matter to have included it with the other info provided on the transfer voucher.
We have traveled with many tour providers previously, with great customer service even when problems arose.
This treatment and denial of any fault is appallingly.

Wonderful Greek Cruise, everything was perfect and the hotel recommend in Rome for a couple of days before the cruise was outstanding.

I had a great trip to New York booked through USAirtours. Aer Lingus were brilliant, on time with friendly staff and a great choice of films. The Wyndham New Yorker was in the perfect location and I had a great view of the Chrysler Building from my room.

What a wonderful trip. We needed to get to LA on a last minute trip. Usairtours were able to make this happen at an affordable price.

We loved La from the Hollywood hills down to the beaches, we had the best time. We found the car was incredibly useful to get around and park easy and not to pricey (surprising for a city so large)

We visited some great restaurants, some of even recommended personally by Paul at Usairtours!

We were sad when we had to come home :(

We had such a great time, we’ve booked to go to NYC, Philly and Washington this November !!

Just returned from a wonderful holiday to Barbados. The booking process was seamless from start to finish. Would definitely recommend USAirtours to all my family and friends and have already booked my next holiday with them

Had an amazing trip of a lifetime to Bali arranged by this company . Excellent service from beginning to end . From booking was given lots of options and recommendations and the whole trip went incredibly smoothly with everything I was promised delivered . Would definately use Usairtours again.

I has recently got back from my honeymoon that was booked with usairtours. It was absoutely amazing, the hotel was beautiful, we really had the most amazing time ! thank you so much will book again!

Travelled to Portugal for a girly getaway.
The hotel and service received from us airtours was outstanding. Transfers were on time at pick up and departure.
Hotel exceeded our expectations. Would definitely book again.

We booked our honeymoon trip to US and Cancun with Hays Travel and they used USAir Tours to book the holiday package. When we arrived to our hotel in Cancun on Sunday evening, we were told there wasn't any room booked on our names. After a long flight from LA that is the last thing you want to hear. We contacted the '24h customer care' phone line from USAir Tours and they did everything but cared. Hays Travel didn't even have a 24h helpline. The customer care from USAir Tours told us they couldn't help in that moment in time (how helpful considering it was a 24h service) and basically we had to sort out ourselves where to sleep that night until the offices opened on Monday morning (time difference wasn't in our favour). I don't need to say that we paid for that holiday 3 months in advance, including that hotel. The hotel was really helpful and they luckily had a room for that night, so we paid the first night out of our own pocket ($450) and wait for the day after to hear from Hays Travel / USAir Tours. Such a romantic first night in Cancun for your honeymoon! keeping your eye on emails to reveal the mystery of why your room was cancelled! And without knowing what would happen for the rest of the week! USAir Tours finally spoke to the hotel the day after and sorted the remaining nights. We wasted a lot of time of our holiday talking to people in reception, calling the 'helpline' and typing emails, and that is time we will never get back. We sent them the payment receipt of the first night in Cancun as soon as we came back (also what you really want after coming back from the honeymoon and a 10h flight), and they said they would refund the amount. As of today 10th July, we are still waiting to see the money in our bank account. We are extremely disappointed with the customer service while we were away from both Hays Travel and USAir Tours, we were left completely abandoned and the 24h customer care was absolutely useless. We were hoping to have some kind of compensation when we were in Cancun, maybe a spa treatment or a nice bottle of wine as an apology, but we got nothing apart from $450 less in our bank account, at least for the time being.

Booked an amazing itinerary to Asia. Outstanding value and perfect trip

Just got back from a trip to Arizona and California and all went perfect from start to finish. Staff were so helpful planning it all for us.

I went to Orlando in December and it was great service from start to finish. Couldn't do more for you.
Everything I asked for I got within my holiday and was made so easy booking it through this company.

Just back from an amazing trip to Clearwater and St Petes Beach!!!

Hotels that were recommended in both destinations were fantastic and I would definitely recommend to friends and family travelling to this area.

Outstanding service from USAirtours from start to finish!!

One week into my holidays ,car hire ask 900$ to upgrade to a GPS , half way into Arizona and the GPS can't find the places,arrive at a hotel resort in Page we had to pay 30$ toll to get to it ,noting was mention in our itinerary,also tax after tax it is not a holiday to enjoy when you add all end 2000 $,on top of your holiday very badly explain before you book
On our second week most hotel were ok ,but the last one in Hurricane we were ment to say 2days it was the worst room so small like a formula hotel in France but with less amenities,to make it worse USAirtour can't be bothered to reply, another thing today 12 /06/2024/ we got to breakfast only 6 tables for 50 + guest ,plastic cups, plates cutlery all plastic and paper plates, food was inedible ,how can USAirtours put you in good hotel and suddenly put you in minus 1*
16/06/2024 we booked train and cruise ,we got dumped in Banff out side the town .from the reception to the room 350 meters we had to cross a major road with your luggages in the rain. No bus services to town we had to rely on the bus shuttle every 2 hours,last one at 21hrs no time to have evening out, another USAirtours let down hope the rest of our holiday can only progress or ??????
17/6/20 after a well organised trip with Rocky mountain train superb train journey, but we were let down hy USAIRtours we were left at the station with noting organised, just dumped yet again by USAIRtours in Vancouver because they did not organise the liaison between train and hotel about 250 passengers from different holiday company manage to be sorted ,we were the only one left standing lucky a steward from the train company came to the rescue. HAVE YOU EVER TRY TO CONTACT USAIRtours ??????????
One more week of holidays to go ,what next ?????
What next ,well we been dumped again but this time in Vancouver 20 minutes from the cruise ,A not very safe place to be walking day or night, the tourist information centre inform us, so costly taxi fare to an visit place what are USAIRtours 7 days to go could it be getting worse?????????????,,

Just returned from a 10 day trip to Los Angeles that went absolutely seamlessly.

The hotels recommended by my travel advisor were spot on, and we were in the right locations to enjoy the attractions we wanted to see, which is not an easy ask considering the sheer size of the city.

Made a few changes to your holiday plans before we departed and the changes team couldn't have made it easier, very accommodating.

I would not hesitate to book again, and I have...roll on Orlando in November!

we booked a Disneyland Paris Trip for me my partner and my son and Usairtours were excellent from start to finish nothing was too much trouble and tickets arrived on time and no issues with payment , the holiday ran smoothly and we had a fantastic time, we are planning our next trip and will definitely use Usairtours again !!

Travelplanners UK and Usairtours two companies who appear interchangeable when they email me.

On hoilday at the moment. In a 6 bed self catering villa. Kitchen limited utensils. 1 shelf in oven. No scissors. Dirty plates, pots and pans, glasses with dried drink on them in cupboards. All required wash prior to use. Tin opener which doesn't work properly and sliced H finger open requiring stitches. Tv's not working. Lights not working. Mid hoilday now. Still not resolved. Despite assurance early in the week that they had resolved all issues. Not so.
Overall Property not particularly clean. Carpet looks and feels dirty under foot.
Property not maintained for hoilday let.

May 2025 I see that there is a reply to my review. The reply is very disingenuous. Yes we booked with Travel Planners UK. However all communication for aftercare was with USairtours. I have numerous emails from various people in the company. They did nothing to rectify issues raised. When I posted first post I was still trying to be positive. There were broken chairs in the property around the table, those nit broken were ricketted and unstable. Breakfast bar had no stools they were found in a cupboard all broken. The kitchen did not have sufficient utensils etc to self cater. The pool was cleaned whilst we were there and could not be used for 2 days. Problems with electric and water preassure.