Many reviewers say Travel Trolley took payment but the booking did not stay confirmed, then got cancelled or the refund took a long time. Multiple customers describe high fees to change dates and refunds that never arrive. Several reviews praise specific agents for quick confirmations, patience, and fast fixes. A substantial share of complaints also mention staff who were rude or unhelpful.
Examples from available reviews (Oct 2023 – Mar 2026).
Reviewer claims payment taken but no booking confirmation was sent.
“They take money for your ticket and do not send you a booking confirmation.”
No refund after six weeks; reviewer suspects intentional delays.
“Told it takes 6 weeks for a refund. 6 weeks later, no refund.”
Norman booked the family's package quickly and confirmation arrived promptly.
“booking confirmation was sent within minutes.”
Booking was effortless; payment confirmed and e-ticket received quickly.
“Fantastic and stress free service.”
Many complaints describe payments taken and then bookings cancelled or left unconfirmed. Agents such as Norman, Kunal, Mohit, and Oliver are repeatedly praised for sorting issues out quickly. Reviews also frequently mention rude or unhelpful staff alongside these positive examples.
Customers often mention very high charges for date changes and cancellations. Several say they paid for add-ons or protection that was not honoured and they were still waiting for refunds. A smaller group reports clear pricing and no surprise charges.
Reviewers say the online flow sometimes takes payment but sends no confirmation, and sessions can time out. Some describe being charged twice or pushed into buying a more expensive ticket during checkout. Others, though, report quick confirmations and a smooth online booking process.
Multiple reviews say the tickets they bought were later marked unavailable and they were offered worse alternatives. Others report name mistakes or rebookings that led to costly re-issues. Only a few reviews mention getting the exact itinerary they booked with no problems.
Several customers describe slow or missing email replies and callbacks that never came after cancellations. Complaints often mention mixed messages about refund timing and booking status. Some reviews point to specific staff members who gave regular updates and explained things clearly.
Reviews split sharply between strong praise for individual agents and many accounts of broader problems with bookings and refunds. Many customers describe unresolved refund disputes or extra fees, while others report fast, low-stress bookings. The gap between standout agent support and frequent operational complaints stands out.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Quotes shortened · As of: March 2026
Reviewer claims payment taken but no booking confirmation was sent.
“They take money for your ticket and do not send you a booking confirmation.”
Paid extra, later found ticket non-refundable and refund still pending months later.
“I am extremely disappointed with my experience with Trolley.”
Norman was helpful and resolved a cancelled flight issue promptly.
“Norman was very helpful and patient”
Easy to use; Norman professionally found good deals.
“find it easy to use and find good deal.”
They were helpful and supportive even when trip had to be cancelled.
“Excellent service from Travel Trolley – they were incredibly helpful and supportive”
Agents charge excessive fees for changes and customer service is poor.
“Absolute rip off when you try to change date or cancel ticket.”
Staff were rude and unhelpful, failing to guide the reviewer properly.
“VERY BAD STAFF. RUDE STAFF .”
Received confirmation then told flight not confirmed and offered inferior alternative.
“I booked and paid in full for a direct Virgin Atlantic flight from London to Dubai.”
Direct flights replaced with stopover alternatives and customer service was unhelpful.
“What went right? Nothing!”
Website took payment without confirmation and then tried upselling more expensive tickets.
“they took money but never got confirmation email”
Reviewer states the service was excellent.
“Excellent service”
They were scammed via fake phone numbers and reported the issue to authorities.
“We had been scammed after dealing with what we thougt was Travel trolly.”
Norman booked the family's package quickly and confirmation arrived promptly.
“booking confirmation was sent within minutes.”
Booking cancelled hours later, causing financial loss and ruined holiday.
“I was informed by email the flights not available”
Reviewer reports very good service from Kunal.
“Very good service spoke to Kunal”
Norman repeatedly helped and sought the best deals for changing travel plans.
“Norman was super helpful as my travel plans kept changing”
Scheduled change left reviewer waiting without confirmation and poor customer support.
“Absolute disgrace”
Following cancellation, reviewer received no promised callbacks and missed travel.
“Appalling service.”
Mistaken booking incurred heavy change fees and inconsistent advice from agents.
“I booked the wrong date (2026 instead of 2027)”
Prepaid bag promise was not actioned and customer service failed to respond.
“I have received no response at all.”
They demanded an extra £800 to change flight dates despite similar price.
“Wanted an extra £800 just to change a flight date”
They rebooked a cancelled reservation without permission and demanded extra payment.
“They re-booked a cancelled reservation without my permission”
Booking was effortless; payment confirmed and e-ticket received quickly.
“Fantastic and stress free service.”
Unable to change dates; agents were unhelpful and charged extra.
“Well, I guess you will fly in October then.”
Booking support unavailable and staff were rude and unhelpful.
“rude and unhelpful staff.”
Date changes were smooth and Norman secured the best price.
“giving the best price he can.”
Oliver was helpful and accommodated date change without hassle.
“Oliver was amazing, very helpful and understanding.”
Payment taken quickly but refund delayed with contradictory communications.
“This is nothing more than a stalling tactic”
Mohit provided excellent, patient service and showed strong commitment.
“The service from Mohit was excellent”
Booked return; promised refund yet still waiting over a year.
“till today 1 year later I am still waiting.”
Lost over £350 for cancelled flight despite having cancellation insurance.
“Lost out on over £350 for a cancelled flight”
Paid for refund protection which was not honoured and misleadingly handled.
“Refused to honor the refund protection I paid for”
Kunal provided very good, helpful service and understood needs.
“Very good service by Kunal very helpful”
Reviewer describes the experience as awful and highly negative.
“Awful absolutely awful”
Danny was delightful, extremely helpful and efficient on the phone.
“Danny the salesman on the phone was delightful”
No refund after six weeks; reviewer suspects intentional delays.
“Told it takes 6 weeks for a refund. 6 weeks later, no refund.”
Customer warns about unreliable agent and poor airport service.
“rubish staff and rubbish service on airport”
Agent Kath was unprofessional, allegedly overcharging and rude.
“He tried to overcharge me by £200 more than the actual price”
Service was good and Travel Trolley kept the reviewer regularly updated.
“Travel Trolley service is very good, and they keep me updated on my booking.”
Booking appeared confirmed but was later cancelled without clear explanation.
“my booking had been cancelled.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Travel Trolley is an online travel agency selling airline tickets and holiday packages. It runs a web booking platform and also sells by phone, with customer support available. The site shows fares from multiple carriers and offers add-ons like baggage, seat selection, and ticket-change options. Customers can book one-way, return, and multi-city trips through the platform.