Southall Travel Reviews 

good experience
Norman served me well and beat competitors prices. very happy

After sales customer services are non-existant, i had emailed quiet a few times with queries, but no response!!!!!

I recently booked tickets to India. Anish was very helpful & polite and answered all the questions very quickly and in professional way. I highly recommend Southall travels to my friends

I am extremely disappointed with the customer service I received from Southall Travel. I called to ask about booking a flight from Birmingham to Amritsar. As soon as I mentioned that I was flying from Birmingham, the agent abruptly cut me off.

I called again, hoping it was just a misunderstanding, but the same thing happened. I was told I should book a flight from London instead. I explained that I live in Birmingham and therefore needed a Birmingham departure. Instead of helping or offering alternatives, they cut me off again.

This level of customer service is completely unacceptable and very unprofessional. Customers should be treated with respect and given proper assistance, not disconnected mid-conversation. Based on this experience, I would not recommend them.

I heard about this company, no good response, no good dealing to clients on calls, but one employee name Anish he proved everything wrong, even I was in rushing for booking he gave me good deal ,definitely come back, thank Anish

If I could give zero stars, I would. This company is completely self-serving and only cares about money.

My family has booked with Southall Travel for years — across multiple generations. It used to be our go-to. Not anymore!

We booked flights months in advance through Southall Travel with Gulf Air for my parents to travel to Pakistan. A few weeks before departure, my father was diagnosed with cancer and was declared medically unfit to travel. He had to start treatment immediately.

We contacted Gulf Air directly, and to their credit, they were compassionate, understanding, and explicitly confirmed they would not charge us given the circumstances. However, because the tickets were purchased through Southall Travel, everything had to go through them.

This is where the problem started.

Southall Travel showed zero empathy, zero flexibility, and zero humanity — despite clear medical evidence. As many other reviewers on Trustpilot have said, once there’s a problem, they simply do not care.

We were forced to raise a dispute with Mastercard and were granted a temporary credit of around £600, pending Southall Travel not counter-claiming within 30 days. They did counter-claim. The money was taken back — during one of the most stressful and frightening times our family has ever faced.

To lose that money while dealing with a cancer diagnosis is shameful, and Southall Travel should be embarrassed. This behaviour now appears to be routine and deliberate, judging by the volume of similar complaints.

Let me be clear:
Everything is fine until something goes wrong. When it does, you will not be treated fairly, humanely, or with any respect.

This is despicable and unforgivable behaviour, especially from a company we trusted for years. That relationship is permanently over.

**Never again.**
Do not book with them, go elsewhere.
Good luck if you do — because when you need help the most, you will not be heard.

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*** UPDATE ***

It has now been over a full month since Southall Travel posted their public response to this review, suggesting they would look into the matter and work towards a resolution.

Since then, there has been complete silence.

No follow-up. No contact. No attempt to resolve anything. Not even a basic acknowledgement.

This timeline makes it absolutely clear that their response was nothing more than a token gesture for public appearance, rather than any genuine effort to address the issue. A full month without action — especially in a case involving a serious medical situation — is not just poor service, it is outright neglect.

To reiterate, this situation involved a confirmed cancer diagnosis, immediate treatment, and clear medical evidence. Even the airline acted with compassion and understanding. Southall Travel, however, has chosen to do the exact opposite — showing indifference, avoidance, and a complete lack of accountability.

Their behaviour over this past month has only reinforced our original experience:

They do not follow through

They do not communicate

They do not take responsibility

At this point, their so-called customer service appears to exist purely for show, with no substance behind it.

We remain out of pocket, with no resolution and no contact after repeated opportunities for them to act.

A month of silence says everything.

Avoid this company at all costs. If something goes wrong — especially something serious — you will not be supported, and you will not be heard.

Norman helped us out.
Really good package, happy with the service
Would recommend him and southall travel

I would like to commend your travel agent Mr Dhruv for the outstanding customer service I recently received.
The representative Mr Dhruv was professional, patient, and highly knowledgeable. My concerns were addressed promptly, and the entire process was smooth and efficient.
It’s refreshing to experience service that truly prioritizes the customer.
Please extend my appreciation to Mr Dhruv who assisted me today.

I’ve used this travel company for many years and keep coming back because they consistently find great deals and make the whole process easy. No matter who I’ve dealt with, the team has always been helpful, responsive, and genuinely focused on getting the best value.

Recently, I’ve worked with Nancy, and she has been exceptional. She is incredibly patient, takes the time to understand exactly what I’m looking for, and proactively searches for the best possible options rather than just presenting the obvious choices. Her attention to detail and willingness to go the extra mile made a real difference.

It’s rare to find service that stays this reliable over many years and across different staff members. I wouldn’t hesitate to recommend them to anyone looking for knowledgeable, friendly support and consistently good travel deals

Questions answered with professionalism and efficiency. Got my ticket sorted out in couple of minutes. Very pleased will recommend Anish .

I recently booked tickets to India service was fast and excellent. Answered all the questions asked, was respectful, decent and to the point, amazing would like to recommend others.

I had to book ticket to India in emergency, Norman helped me to find the best deal and got it arranged within fraction of minutes and also helped me to get information on new travel card - for immigration. Such a kind and helpful man.
Looking forward to travel more through Norman.

I recently booked a holiday with southall travel for Easter break for my
Family, the service I received from
Naina was amazing. Naina gave me alternative options to work with my budget, and also made some very good suggestions which worked well for our trip. Most importantly, Naina was extremely patient throughout the booking journey and she convinced me to book the package! Excellent sales person!

Very poor service and lack of compassion

Booking ref 5704544 Flysharp

We were due to travel to Thailand on 25 February as a 50th birthday trip. Unfortunately, my partner suffered a heart attack on 16 January and subsequently underwent a double heart bypass on 23 January. As you can imagine, travelling is medically impossible following open-heart surgery.

We contacted Southall Travel promptly and provided full medical evidence. Despite the seriousness of the situation, we were told we must either pay a £375 cancellation fee per person or £259 per person just to change the flights. This is not a minor injury — this is life-threatening surgery, and the lack of empathy shown has been shocking.

What makes this even more disappointing is that Bangkok Airways have been absolutely amazing. They have offered us the option of a refund or keeping the tickets open internally, showing genuine understanding and compassion.

Southall Travel, however, have shown none. What was meant to be a once-in-a-lifetime holiday has been completely ruined by their handling of this situation. You should be ashamed of how this has been dealt with. I would strongly caution others to think carefully before booking if circumstances change beyond your control.

I suggest you book flights direct with your chosen airline and not an agent

This company advertises everywhere — constantly on TV and across multiple channels — and they’re very quick to take your money. Unfortunately, when something goes wrong, their customer service is one of the worst I have ever experienced.

I made two flight bookings with Southall Travel in May 2025 from London Gatwick to Amritsar, almost a year before travel, and we were due to travel this month. Six months later they changed the flights, including my disabled, wheelchair-bound mother’s return journey to a nearly 24-hour stopover in Doha instead of the original 2-hour transit. Had this been shown at the time of booking, we would never have agreed.

We contacted them immediately. We were told to reply “OK” to an email so they could call us to discuss options — not to accept the change. After doing so, they later refused to help, claiming the “OK” meant we accepted the new flights and now had to either pay £250 per passenger to cancel or pay extra to change them.

After months of trying to resolve it and being unable to reach anyone helpful, we were left with no choice but to cancel the flights and pay a £500 cancellation fee.

Trying to resolve this was impossible:
• Advisers refuse to give their full names
• You cannot get through to a complaints team
• Managers never call back despite promises
• They do not follow up or escalate cases
• Staff are dismissive and rude

The treatment has been shocking — especially considering a disabled passenger is involved. They are excellent at selling flights, but if the airline changes your schedule you are left completely on your own.

I will never book with Southall Travel again and would strongly advise others to think twice. Everything is fine if your trip runs perfectly — but if your flight is cancelled or changed, be prepared to spend days chasing them with no resolution.

Dear Southall Travel

Thank you for your response. The booking was under invoice: 5543543 Booking reference number is V235O2 & V2BMJ5.

Please could you look into this as a matter of urgency, as we would not want any other customer to have the same experience we have had.

Thank you

I have been booking my holidays nearly every year with Southall Travel since 2015! over 10 years and I only want to deal with Norman, as he always listens to my requirements and come with good suggestions, all the hotels and locations I have stayed were exactly what he mentioned! 5 stars!

Brilliant service as always from Southall Travel and a big thanks to Norman in booking our holiday to Dubai. . Thank you so much.
Navin

SCAMMERS!!
imagine i called them for a holiday and to check a price the agent which was a lady said yes i will give you a good price, she then said i’ll give you my direct number which means i can call directly to her and make a payment. It was for booking for 3 adukis 1 child.
i then called back the direct number which was a whatsapp but said reservation department, i though it was legit.
i then paid £600 plus
i asked for confirmation she said it will be with you soon.
i then called they blocked me the. unblocked me.
she then said do in need your money.
i then called SOUTHALL TRAVEL AND THE GUY WAS IN ON IT TO THEY TAKE YOUR MONEY AND SAY GO TO YOUR BANK…..
DO NOT USE THESE PEOPLE
THEY EVEN GAVE ME A REFERENCE WHICH WAS FROM GOOGLE. I HAVE ALL THR PROOF

Brilliant service as always from Southall Travel and a big thanks to Gianni in booking our holiday to Punta Cana. We are looking forward to book our holiday next year. Thank you so much.
Sabrina & Enzo

I had a great experience booking my tickets to Canada and LA through Southall Travels, thanks to Anish. He was extremely helpful and patient in finding the right flights that fit my budget, while also making sure I had checked-in luggage included on all legs of the journey. Anish really went above and beyond to make sure everything was sorted properly and that I was happy with the options. Highly recommend his service and will definitely be booking through him again!😊