Polanitravel Reviews 156

Pure scam. They tried to take money out of my bank account (thank God I didn't have any money in it). 3 times. Then they tried to link my card to Google Pay - again, thank God I had no money! We have lost over £2,000 ticket money. This is a scam OPERATION, do NOT have anything to do with them. Have alerted Action Fraud, Bank, and other authorities. PURE SCAMMERS

Booked flights to China. Polani made some very unusual requests for required data. They also told me I had to call 72 hours before my flight to confirm my intention to travel.
I wasn't happy and asked to cancel the booking and refund.
They agreed, sent a cancellation notice, and kept all the money.
My credit card company had to take the money back off them.
Unsure if this company is a scam, incompetent, or criminals

Be very careful with pricing. The initial quote looked reasonable, but additional charges kept appearing later without proper explanation. By the end, I paid much more than expected. It feels like a tactic to lure customers in and then overcharge them.

I had a very disappointing experience with this company. I purchased tickets, but my flights were cancelled due to the closure of Qatari airspace. Since then, I’ve been trying to rebook, but the process has been extremely frustrating. I’ve received nothing but excuses and promises that are never followed through.
Customer service has been unhelpful and unreliable throughout. Based on this experience, I would not recommend this company to anyone. Yesterday I called them after British Airways advised me to rebook your flight with them, customer service advisor said they will call me back in 5 minutes but 24 hour passes they haven't call me back yet.

Absolutely worse than useless. Currently stuck in SrI Lanka due to Middle East war and Etihad cancelling flights. All I get from Polani travel is a cut and paste piece that doesn't relate to the situation and a question do I want a refund or rebooking. 24 hrs later I get offered a flight and again I have to approve it and 24 hrs later I am informed that they cannot book it. Finally they book a flight which gets subsequently cancelled and the whole process restarts.

Note: these guys also operate under the brand, FlightCatchers.

Be VERY careful when booking flights through either of these companies.
They have huge change fees and seem unable to obtain the same flight prices that I can as an independent consumer.

I was just offered a flight change cost of £347 for a flight I can book right now with the airline for £304

I won’t be using either company again.

AKA FlightCatchers - Absolute bunch of sharks. Booked a flight which got cancelled by the airline due to war in Iran. They are terrible to communicate with. English is not their first language. Trying to charge me admin costs to refund money, and want to hold on to the money for 4-7 weeks. Fortunately i paid on a credit card so i have gone direct to the CC provider to request a chargeback. Will never go near this company again.

​I am extremely disappointed with my experience with Flightcatchers (Polani Travel). I booked a flight (Booking P4J9FKFD) and made an honest, unintentional mistake with the travel date (selected 20/1 instead of 20/12).
​I contacted them more than a month before the flight to correct this or cancel. Despite the ample time they had to resell the seat, they showed zero flexibility. Out of my £721.16 payment, they only refunded me a mere £42.97—less than 6% of the total cost!
​They hid behind "non-refundable" policies to keep over £670 of my money for a simple clerical error. While they might be legally covered by their fine print, their lack of empathy and customer support is appalling. They are happy to take your money but will offer no help if a human error occurs.
​Warning to fellow travelers: Think twice before booking here. If anything goes wrong, you will likely lose your entire investment. I will never use their services again.
Jamie Alzein

BE AWARE!

Firstly, do not trust these suspicious 5 star reviews from accounts who have only made a couple of generic contributions, in random unrelated cities. I don’t know whether I should laugh or cry at their average rating. Secondly, don’t believe that the copy and paste responses they are giving to negative reviews come from genuine desire to help. These people are not here to help…

My wife and I booked flights to Sri Lanka for a dream honeymoon in July last year. We shopped around for a company that were offering “changeable” flights as we were also trying for a baby at the time. Through the FlightCatchers website we found an upgrade option that appeared to offer changeable flight for £50. We were happy to pay extra for peace of mind, knowing that our situation could change. A month after booking, we got the news my wife is pregnant  I called up FlightCatchers to tell them we now can’t fly on our intended dates, as it was right in the time frame of our due date. So, the guy on the phone said “that’s fine, I can cancel your flights and you can get a full refund of £150”. I replied, “No, I paid £1632 for my flights, and an upgrade for a changeable flight option” He responded with “No sir, sorry sir, we do not offer this sir, we never have sir”. So I said I was going to log in to my details to prove what I paid for… Went online, and I couldn’t log in. After trying for several minutes to get in to the “My Bookings” section of the website, I had 8 or 9 missed calls from “Polani Travel”. They were obviously bombarding me with calls and pressuring me to take the £150 and run. I was told I cannot access my bookings online, and can only speak to a member of their team on the phone. I won’t go into every detail; but for months and months they went from denial of changeable flights existing, to admitting they did, to telling me there’s a fee involved that can only be calculated after I confirm my new dates, to refusing my new desired dates. FlightCatchers / Polani Travel have not allowed any flexibility or shown any empathy for our situation. Just patronising emails, rude phone calls, and endless tricky and lies. We have now been forced into accepting a £150 tax refund. No option of changing flights on dates we can actually fly on, and not even a reimbursement for the EXTRA ADDITIONAL fee we paid for “CHANGEABLE FLIGHTS” that did nothing. We will now not be able to afford to go to Sri Lanka, and we just feel defeated.

Please be aware, THEY DO NOT SHOW YOU THE T+C’s at the time of your booking for upgrades. They are only visible on their system, they blame it on the airline and take ZERO RESPONSIBILITY for their purposely misleading tactics.

I really hope NATIONAL TRADING STANDARDS do something about them and bring us all to justice.

Flightcatchers (also known as Poland Ltd) only care about taking your money.

They charged me £180 just to add my middle name to a booking. This was never clearly stated during booking as a strict requirement, and even if it were, the airline itself charges around $20 for the same change. Charging nearly nine times more is completely unreasonable.

On top of that, they asked me to email a photo of my passport, which is shocking and raises serious concerns about data protection and security.

If I could rate them -100, I would. This company lacks transparency, overcharges customers, and uses questionable practices. Stay away.

I was looking to book a flight ticket for both Myself and my Wife, and finally got to Polanitravel. Then i got a gentle man called Ashar. What a great experience with a man who knows well his job. He went through that with me with patience as he wanted to make sure i understand everything. This Man Ashar, is a real polite person. He does understand very well that " Customer is King".
Finally i will very well recommend Polanitravel to others thanks to Ashar.

This was our first time booking tickets with Polani Travel, and it was a pleasant experience. Thanks to Adnan for the efficient and friendly service!

I booked 3 tickets with this company via skyscanner where they go by the name of ‘Flightcatches’
I had to cancel due to unforeseen circumstances which I did within 24hrs.
They refused to refund my money and would not allow me time to rebook my seats.
I was forced into accepting a refund of £200 per ticket when they cost me £700 each.
I was told that if I didn’t cancel there and then and accept their refund I wouldn’t get anything back.
My parents are elderly and cannot afford to lose this money, they booked for an event that got cancelled,
I asked for the CEO email and for my complaint to be escalated I got nothing, they keep sending me back robotic replies.
No compassion whatsoever.
No sign of any refund
Awful company, awful unfriendly staff who don’t care.
How can you steal £2k from someone who didn’t use your service???
I’m a nobody to them, so this review won’t make any difference.

I booked seats with Polani Travel / Flightcatchers and was charged extra for what their consultant described as “extra legroom seats.” After travelling, it became clear that these seats were standard economy and not extra legroom at all.

I raised this with the company on 30 October 2025, providing full details and requesting a refund for the mis-sold upgrade. I also submitted a formal Subject Access Request for a copy of the call where the extra legroom was promised.

Since then, I have sent multiple follow-up emails (12 Nov, 17 Nov, 19 Nov) and the company has not replied to a single one. No acknowledgement, no update, no handling of my complaint, and no action on my legally valid SAR request.

In summary:
• Sold and charged for seats described as extra legroom
• Provided standard economy seats instead
• Over one month with no response at all
• No refund
• No complaint handling
• No GDPR compliance

This has been one of the worst customer service experiences I’ve ever encountered. I am now escalating my case to ABTA, the Civil Aviation Authority, and the Information Commissioner’s Office.

If you are considering booking through Polani Travel / Flightcatchers, I strongly recommend checking seat details directly with the airline and being aware that their after-sales support is extremely unresponsive.

Terrible company to deal. The staff memeber we dealt with is arrogant and rude. Not willing to take responsibility for the errors and issues faced which come down to the agent. Wouldn't recommend due to the sheer attitude of the staff memeber.

Booked a ticket with Khalid Siddiqui today and he was really amazing and had an amazing experience

Aliyan was very helpful when I booked my ticket yesterday. Greate customer service.
Thank you.

I booked my ticket with Adnan Khan- he was super helpful and efficient. Found the best deals for us and had great customer service.

Extremely Disappointing and Unprofessional Service – Avoid This Agency!

We travelled as a family of eight using the services of a Hajj and Umrah agent based in Twickenham, they operate under al hadi uk and hajj & umrah uk in London (handled by Mubasshir).
Initially, the service appeared professional and friendly. However, once our journey began, the support completely disappeared, and the agency refused to take any responsibility when problems arose.
Our itinerary was from London Heathrow (Virgin Atlantic) to Jeddah via Riyadh (connecting with Saudia Airlines), returning from Makkah to Riyadh (Saudia) and then back to London with Virgin.
The major issue occurred at Madinah Airport, where we legally purchased eight bottles of Zamzam water (one per passenger) from an official seller. Despite following all regulations, the Saudia check-in staff were rude and dismissive, refusing eye contact and making unreasonable demands. We were told to pay 900 SAR, otherwise Virgin would not allow our hand luggage and Zamzam together — an absurd and baseless claim that felt like extortion.
When we contacted Mubasshir, instead of offering help or even advice, he was dismissive and patronising, taking no responsibility for the situation. We still have copies of the messages that clearly show his unprofessional and rude attitude.
To make matters worse, our return flight was delayed by nearly three hours with no explanation. When we raised this with Virgin staff in Riyadh, they told us that our agent should have informed us of the change — yet again, there was zero communication from the agency.
Overall, our experience was frustrating, disappointing, and stressful. For anyone considering booking with this firm, please think twice. There are other agents who treat their customers with respect and take accountability when things go wrong.
We would not recommend this agency to anyone.

Please stay away from them! or run away.genuine company and you can actually purchase real flight tickets but that is all about it， this company will charge your for everything they could even the flight changed due to airline and no longer suitable for your travel and they will charge you a fortune to reschedule where it is free of charge if you contact airline direct.plus they will not help you or try to do anything to resolve if anything goes wrong.