STA Travel UK 

Refusal to refund
My holiday was cancelled prior to departure in Mid March, due to fly end of March and I was informed i would get a full cash refund as the holiday was package protected under ATOL/ABTA over the phone. This was in line with the Ts&Cs I read and signed at the time of booking.
I chased for this and 1 week later was told it would be travel credit which I said i was not satisfied with and logged a complaint.
I have only heard back after 6 weeks with an offer for travel credit and a credit note; when I am entitled to a cash refund and this was previously promised, which is not acceptable. STA have even dated the credit note for expiring prior to our planned departure date.
Horrific customer service and illegal practice from what was once a strong company in this department. DO NOT BOOK WITH STA AT THIS TIME.

DO NOT BOOK WITH STA. Extremely poor customer service received after our trip to Africa was cancelled 5 days before our trip due to the COVID outbreak. STA are currently withholding all of the money we paid for our all inclusive trip to Africa. This is a trip we have been saving for for years. STA are offering travel credit as an alternative to a refund. STA are quick to take your hard earned money, but will not look after their customers once it’s pocketed. Appalling.

Absolutely horrible COVID19 response and customer treatment. The STA travel team sold me on an insurance policy that was not actually covering me and then refused to refund me. The website was selling non functioning coverage and refused to acknowledge that I had been RECOMMENDED the insurance by one of their team members. Terribly slow response time (I'm talking 4-5 days between emails, no OOOs, etc) and overall horrible experience. Would not recommend to a loved one and would certainly never use this scammer service again.

Illegal practice. Completely in breech of customer rights regarding refunds as per CMA guidelines. No respect for key workers, NHS staff or any customer during global crisis. Shocking behaviour compared to other travel firms.
Will never use them again.

Awful company
Son and 4 friends due to go on holiday of a lifetime at the end of March. Flights cancelled, insurance bought through them said won’t cover
Then they had the audacity to keep the insurance premium refund - saying credit note only
No contact for 6 weeks
Will never trust this company again

Got a great deal from London to Hartford for about £300 less than what everyone else was offering. Great customer service, always an agent on hand via email to guide you through booking processes and to give information on things such as blue tickets.

Booked a family trip to New Zealand and the cook islands for my daughters wedding which was obviously cancelled due to Covid 19.
Beth Rhodes at STA travel (Bath) has been fantastic, she has answered my emails promptly and kept us informed about our refund on the flights. Have not found any problems with this company and will use them again to rebook my flights when our wedding can go ahead.
Thankyou Beth

Wanted to change our dates as we purchased flights in February to go to Australia in July. With Covid-19 going on we wanted to rearrange for next summer in 2021 as we did not want to go and find everything closed. Fearing that we would loose our money or having to pay a pricey fee to change the flight, I phoned them up and was put through to Andrew Hurst. Andrew was very helpful and reassured me that he thinks it’ll be fine to rearrange but he’ll phone me back later in the day to confirm. He then phoned me back a few hours later and confirmed the change was possible and even gave a £25 discount. Thanks Andy!

I am devastated by the customer service I have received. I do understand that it is difficult for everyone at the moment, and the travel industry has been hit terribly, but I feel as though STA are handling the crisis poorly.
My husband and I have spent the last four years saving up for once-in-a-lifetime world trip. We have spent nearly £7,000 so far, booking flights and tours.
Our trip is not supposed to leave until September, however, we have already had flights cancelled. One flight was cancelled over a month ago, and STA still have our money.
I am a teacher. I have until the end of this month to hand in my notice if the trip goes ahead. If I hand in my notice, and then the flights are grounded, I will be unemployed and unable to afford the trip at all.
I have asked STA over and over again if we can just move our trip to a later date next year. The company wants to charge us extortionate admin fees (over £1200) to do so.
I really don't know what to do. I'm so scared that we will lose our life savings.
Just looking for the company to offer reassurance and an alternative. All we have received so far is the advice to 'plan as if the trip is going ahead' (how, I ask?) and that we might 'lose money'.

Don't book with STA Travel!

They have turned their customers into creditors! Illegally withholding our money at the expense of our mental and physical wellbeing. Ignoring our requests for a refund and refusing to enter into any meaningful conversations for a resolution.

The law is the law and STA consider themselves to be above it. What is the point in booking an ATOL protected holiday if there is no real protection for the consumers?!

Lieing thieving scums
PLEASE DO NOT BOOK WITH THEM I URGE YOU NOT TO BOOL WITH THEM

Told we wouls get a refund them told we only getting credit only.

Lied to us about hotel refunds. But when I got proof from hotels that 1 they don't charge a cancelletion fee and 2md hotel was never paid for. We get refund for 1 hotel and credit for the other.

Liars
Mis leading
Contract is flawed

They made a catastrophic mistake when trying to change our family trip's return flights and left us stranded with no flight home on the other side of the world for a week. Now, despite taking my very hard earned money, they refuse to respond to any of my emails and complaints. Disgrace of a company.

STA have taken my money, then when I gave over 31 days notice to cancel they have refused my refund as per the terms and conditions. They have issued 'new' policy which also states I should be entitled to a cash refund and then still.they refuse me what is legally mine. They are corrupt, rude and aggressive. I would not recommend STA to my enemies.

Like many agents STA have been useless recovering refunds from Airlines after the Covid 19 crisis. They are hiding behind ABTA and shirking there responsibilities to help customers get refunds. They try to trick customers into accepting vouchers which put you in a worse position. The law says that if your flight is cancelled you are entitled to a full refund. I have friends who have dealt direct with the airlines and have eventually got a refund. STA have been useless, the moral of the story after this is over.....stay away from STA.......go direct.

I never normally claim on travel insurance but last year my mother died and I had to cut short a chateau holiday in France. Getting the paperwork together to make a claim was a bit drawn out, but STA happily paid for my abruptly terminated vacation. When I got to return to France, I hired a car. A couple of days into the holiday I had to get a tire replaced due to a puncture caused by a nail. Under the car waiver insurance added to the policy, STA paid out for this too. So, two claims in one year. I have just had my renewal notice for my annual cover, it has gone up by £3. My experience of STA so far has been very good.

I was very pleased with the service I got from Holly Clark at STA travel when my flight from Doh to Bhx was cancelled. Although it was uncertain if I would get a response from a rep at STA, when Holly responded she worked incredibly hard to find us an alternative flight at no extra cost with Qatar Airways. Her expertise and friendly tone were great qualities when I had to get my pregnant wife and toddler home to the UK. Thank you Holly I know you have a lot on!

Effectively stealing customers money during this Covid-19 crisis to stay afloat. I actually cannot believe the blatant disregard for the law.

So disappointed to have our holiday cancelled, but more disappointed to have our money held hostage!

Only offered a credit note, but was told in 12 months they will give me my money back!

STA do not know mine or other peoples Individual financial circumstances, and have no right withholding money that is not theirs!

I am not giving this company an interest free loan!

They also conveniently changed their refund policy on the 2nd May 2020, to benefit themselves!!

STA are not considering the needs of their customers, which will end up costing them more in the long term, when they lose customers.

People will remember who were good to them at times of crisis!

I'm very impressed with the outreach and constant communication from STA Travel in helping me get a voucher for my cancelled trip.

I cannot thank STA travel enough for their customer service throughout the corona virus situation. Their staff have been absolutley fantastic in helping me change my flights and insurance. I cannot recommend STA enough and they will be my first point of call for travel in the future.