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
Paid extra for 'Extended Refund' but did not receive promised protection.
“I paid **£128.24 EXTRA** for the so-called *Extended Refund*”
Service quality varied by agent; Oliver was patient and resolved the issue.
“The 3rd guy, Oliver, was so patient”
Airline issued refund to Travel Trolley but reviewer alleges Travel Trolley not passing it on.
“travel trolley have no intention of issuing refund”
Agent Sammy refused to assist with date change despite visa issues.
“sorry mam.. we can't help you. You can keep this ticket or you buy new one.”
Cancellation fee far higher than airline's charge and refund takes up to nine weeks.
“I have been charged more than half the price of the ticket”
Reviewer found processes inefficient and employees dishonest regarding owed money.
“I have seen neither an efficient process or honesty by the employees.”
Request to amend booking was quoted at 70% of total fare.
“Guess how much they quoted? 70% of the total round fare!”
Customer service is slow, taking weeks to reply to emails and resolve issues.
“They work 9am-11pm but take 3 weeks to respond to one email”
Etihad tickets not honoured; Travel Trolley offered alternative and reviewer requested refund.
“flight is not bookable and they can give tickets on Air India”
Payment issues led to different booking and agents could not resolve the problem.
“session expired”
Reviewer reports deceptive refund policies and rude customer support.
“They are absolute scammers, hiding behind deceptive policies.”
Refund delayed over two months; still waiting for owed money.
“Have taken over 2 months to refund me what I’m owed.”
Booked unconfirmed flights, received unsuitable alternative and rude responses.
“they sell you flights that aren't available in order to then offer you worse flights”
Reviewer calls the company scamming and rubbish.
“Rubbish horrible scamming company”
Charged twice and still awaiting promised refund; will not use again.
“Paid again with a promise of a refund in 7 to 14 days No refund.”
Company takes payment for unavailable tickets then delays refunds.
“They take your money out of your account as soon as you have booked.”
Multiple bookings without problems; never needed to contact customer support.
“I've used them many times. Never had a problem with my tickets.”
Name error on ticket; company charged £30 and caused upset.
“They did do this but charged me a extra £30”
Paid for flexible tickets but changes weren't available and staff ignored complaints.
“They cheat passengers.”
Name error led to cancellation, expensive rebooking and delayed refund.
“Very poor service and purposely they spelt my name wrong”
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.