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Stuck At The Airport? Tips For Flight Cancellations or Delays

travel trolley flight cancellation policy

Getting to the airport and finding out your flight is delayed or canceled can be a frustrating experience. You may be excited to get on your trip or to return home. Or maybe you have an important event or meeting on the other side of your flight. This need to travel and get there at expected times, combined with staffing shortages among almost every airline, has led to severe delays, interruptions, and lost baggage. In light of the new rules that protect refunds to travelers if an airline cancels or delays flights, what else can you do when stuck at the airport? Check out our tips on what to do if you are stuck at the airport.

1. Rebook/Change Flights

The Department of Transportation has made it clear that travelers’ current difficulties with canceled or delayed flights are unacceptable. They have outlined how airlines must support travelers when faced with interruptions. The newly released airline customer service dashboard shows which airlines will rebook passengers on another flight at no additional cost. Some airlines even offer to rebook on an entirely different airline for free. 

If you get stuck at the airport, look at this dashboard before speaking with airport agents to know your rights. When you talk with an agent, explain your situation, and see what options you have to reach your final destination. If you have a significant amount of time before your new flight, you can ask to be put up in a hotel.

2. Get a Refund If You Are Stuck At the Airport

If rebooking or changing flights will not work with your schedule, you can get a refund . Under new guidance from the Department of Transportation, airlines would have to provide refunds to the original form of payment for significant delays or cancellations when passengers elect not to rebook. 

The DoT has defined a significant change as the following, changes: 

  • That affect the departure and/or arrival times by three hours or more for a domestic flight or six hours or more for an international flight
  • To the departure or arrival airport
  • That increase the number of connections in the itinerary
  • To the type of aircraft flown if it causes a significant downgrade in the air travel experience or amenities available onboard the flight

Your best bet to receive a refund would be to call the customer service line for your airline. Agents at the airport do not have much power to issue refunds. So call the help desk to get an idea of your options. 

You can also go to the customer service counter at the airport if you prefer to talk to someone face-to-face. As seen in the airline customer service dashboard , each of the major airlines has its own procedures to respond to delays and cancellations. Check the dashboard to see what your airline can do for you.

Note that you will not receive this refund if you accept alternate transportation. And these rules only apply to US domestic flights, so know that your rights differ for international flights. For example, when traveling to Europe, EU Flight Compensation Regulation 261/2004 protects you. It provides an even more comprehensive coverage. 

3. Go To the Lounge

One of the best things to do at the airport is hanging out at an airport lounge. Lounges offer complimentary food and drinks, have plenty of seating and fast wifi, and some even have showers or massages. Going to a lounge can keep you calm and decrease stress levels when dealing with changed flights. 

The easiest way to access a lounge has a credit card that grants you lounge access. Some cards give you a priority pass membership, providing you access to more than 1300 lounges worldwide. Here is a list of all the cards that offer you Priority Pass:

  • Capital One Venture X Rewards Credit Card
  • Chase Sapphire Reserve
  • The Platinum Card from American Express
  • Hilton Honors American Express Aspire Card
  • Marriott Bonvoy Brilliant American Express Card
  • U.S. Bank Altitude Reserve Visa Infinite Card
  • Hilton Honors American Express Surpass Card

You can also get co-branded airline cards that will give you access to their lounge when flying with that airline. These include:

  • Delta Skymiles Reserve American Express Card
  • United Club Infinite Card
  • Citi / AAdvantage Executive World Elite Mastercard

If you do not have a credit card that gives you lounge access, you can pay for a day pass to your chosen lounge. Day passes typically range from $40 to $70, which might sound expensive, but can save you money if you have a significant delay. It is worth every penny when you add all the food, drinks, and comfort you receive. 

4. Pass the Time If You Are Stuck At the Airport

Airports are like miniature cities, with bars, restaurants, shopping, chapels, and hundreds of people you can meet. Wander through the airport and find different things to do. 

  • Shopping : Go through the duty-free shops to see if you can get any deals on goods. Some international airports have designer stores you can wander through, which is always entertaining. Some of the most incredible airports in the world have movie theaters, butterfly gardens, yoga rooms, and napping pods. While going for a walk to see what amenities are on offer, stop by a customer service desk and ask about some ways to kill time.
  • Get Work Done or Watch Shows: If you have your laptop, passing the time is even easier. You can do work, plan a vacation, or watch Netflix. Airports typically offer free wifi, so you can get ahead on your to-do list while waiting for your next flight. 
  • Be Social : If you are feeling social, offer to buy someone a drink while sitting at the airport bar or loan someone a phone charger that looks like they need one. Performing small acts of kindness can be a great way to get conversations flowing, and you might meet a lifelong friend or partner this way. You just have to be open to the possibilities.
  • Leave the Airport : If you have enough time, you can leave the airport. You can head home or explore a new city. Keep in mind visa regulations when traveling internationally. Always ensure you have plenty of time to get back to the airport. Many airports offer lockers or baggage storage for a fee, so you can go for a few hours without worrying about your luggage. You can take a taxi or public transport into the city and go sightseeing for the day before returning to the airport. If you elect this option, do note that you will have to go back through security when you return to the airport, so you will want to budget enough time. Even if your layover is in a city you would never plan to explore; there are fun things to do just about anywhere. A long layover can give you a unique opportunity to see something you would not usually see. 

Always Be Ready

You never know when you will experience flight cancellations or delays, but it doesn’t hurt to be ready. This way, if you do get trapped in a long delay, it is not entirely unexpected and frustrating. 

As part of your planning, pack all essential medications in your carry-on, as well as a change of clothes, some snacks, headphones, a book, or anything else that will make you more comfortable. 

Knowing your options, rights, and possibilities will make long layovers feel short. If you are lucky enough not to experience a delay, you are prepared just in case. 


travel trolley flight cancellation policy

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Frequently Asked Questions

travel trolley flight cancellation policy

Here are some reasons why you should book with us.

  • Travel Trolley is Safe: Travel trolley provides you an iron-clad financial protection; all holidays booked with us that include air travel are protected through our ATOL licence from Civil Aviation Authority.
  • Best Price Policy: Booking with Travel Trolley means you will get the cheapest price be it flights only or holiday packages including hotels. We offer the 'best price guarantee' to our customers.
  • Vast Inventory of Deals: An extensive array of fares with almost all global airlines for travel to anywhere in the world, apart from an assortment of hotel deals allow Travel Trolley to tailor a deal that best suits your unique requirements, be it a budget or luxury travel. Travel Trolley is your one-stop shop for all your air travel needs.
  • Book Online or Over the Phone: Travel Trolley offers you the flexibility to either book online or over the phone. Our online booking engine allows you to book your travel online from the comfort of your office or home any time round the clock. Additionally, you can call and speak with our trained travel experts who are available Open 7 days a week (09:00AM - 11:00PM).

Fare Alerts: Sign up for Travel Trolley's fare alerts and you will never miss the special offers that we keep introducing from time to time for destinations worldwide. Our fare alerts keep you posted with the forthcoming special fares, a number of which we are unable to advertise openly on our website.

Travel Trolley is your 'one stop shop' for all your travel arrangements including flights, hotels, holiday packages , visa and insurance advice, multi centre holidays etc. We are able to tailor the itineraries to best suit your unique requirements for flights and holidays so that you are able to conclude your leisure or business travel in the most comfortable of ways. We are currently offering only flights deals to our customers and are working on providing other services soon.

Travel Trolley has been established with the primary goal to provide a one-stop travel shop for business and leisure, clients to pick from top quality travel solutions tailored to best suit their unique requirements. Travel Trolley combines the advantage of industry expertise that has been built over three decades with a brand new customer service goal and is committed to offer value for money proposition for your air travel and holidays to worldwide destinations . Our commitment to exceed your expectations at every front, including the prices as well as customer service, is our USP.

Travel Trolley is able to leverage the strategic partnerships of its parent company with the world's most popular airlines to bring to you the cheapest fares for your air travel no matter the destination. We guarantee to provide you with the best fare available at the time of booking under our 'best price guarantee'. Our confidence to get you the best price emanates from our extensive network of partners in the travel industry.

Travel Trolley maintains a vast inventory of fares with low cost carriers as well as full service airlines. Even when we quote you the fares with the full service star rated airlines, we will ensure that you get the best price available for the dates of your travel. Travel Trolley advertises an array of fares for cheap economy, business and first class with countless airlines on its website. Just supply your travel dates and destination and you will have endless choices in terms of not just airlines, but also direct and indirect flights etc.

At Travel Trolley, we value your custom. It is the loyalty of our customers that has helped us become such a popular name in a much shorter duration. All deals available with Travel Trolley are available at the best price in the market so you can be assured of getting the best discounts and bargain deals with us. However, as a token of our appreciation for your business, if we are able to add to the already discounted prices, we would gladly do so.

You can pay with a credit or debit card over the phone or online. Balance payments can be made by contacting our Customer Services on 0208 843 4400. We do not charge any additional surcharge for payments made through credit cards.

The majority of airlines across the world offer Electronic Tickets or e-tickets. One of the major advantages of an eticket is that it does not require a paper ticket/record as a confirmation of your flight since that is held by the airline's computerized ticketing system in an electronic format. An e-ticket means you need not carry a paper ticket while travelling and hence there is no fear of losing it. Since it exists in electronic format, you do not have to wait for your ticket to arrive by post. You can use your e-ticket at the self service check-in machines so avoiding long queues at the manual check-in desks still operated by most airlines. You can also print your boarding pass and track your air miles (if applicable) by using these automated machines. To use this service you will need the following means of identification:

  • The credit card which you used to purchase your tickets
  • Traveller loyalty card.
  • An e-ticket receipt.

You will need to confirm the airline reference number given at the time of booking. Please note that some airlines still issue paper tickets for certain flights on certain sectors. If you receive a paper ticket (a card ticket/coupon in a wallet) you must present this at the airport check-in counter or you will be unable to board your flight. If you are unsure of the type of ticket (e-ticket / paper ticket) issued to you, please contact our customer services team at [email protected]

For each element of your holiday that you have booked with us - e.g. flights, car hire bookings, invoices, e-tickets, insurance, hotel vouchers etc - we will issue the relevant documentation. We will send out your documents for hotel & package bookings so that you receive them at least 7 days prior to your departure. Note: Some documents may be sent separately. Please contact us at [email protected] if you have not received your documents 7 days prior to departure.

You may check your visa requirements by visiting the following websites which contain the most up to date information on visas, passport, health & travel advice for the travellers.

  • www.homeoffice.gov.uk
  • www.fco.gov.uk
  • www.iatatravelcentre.com

Generally, you may need a visa for entry into a non-EU country. You may need a transit visa in case you have a connecting flight via a third world country. It is often a good idea to find out visa requirement by visiting the individual country pages on the Foreign & Commonwealth Office website. An up to date advice on immigration, visa & entry requirements may also be gathered by contacting the embassy, consulate or high commission of the destination. This is important for non-British citizens including other EU nationals. You are advised to ensure that your travel documentation is in order prior to departure. It is likely that you will be turned away at check in if you do not have the correct documentation, Furthermore, most countries will not allow you to enter on a one-way ticket without the relevant visa or documentation.

Please contact our customer care department on 0208 843 4400 for assistance if you wish to cancel any bookings for flight, accommodation, car hire etc. Please note that all cancellations involve certain charges to be borne by the traveller. These charges vary according to the nature of the booking and are adjusted against any refund that you receive. You will need your booking reference/s and any other relevant details at the time of cancellation. If you have arranged insurance to cover your travel and your reason for cancellation falls within the terms and conditions of such insurance, it may be possible to reclaim some or all losses incurred through your insurance company.

Your baggage allowance is usually shown on your e-ticket or on the itinerary sent along with your paper ticket (if applicable). You may also contact our customer care on 0208 843 4400 if you are unsure about baggage allowance. Please note that at many airports in the UK , new hand baggage limits have been approved by the Department for Transport with effect from 7 January 2008. As a result of this the restriction previously imposed at these airports limiting hand baggage to one item per person will no longer apply. Please note that these limitations vary depending upon the airport that you fly from and the airline that you fly with. The following tips may be helpful for you with respect to your baggage: Please check your hand luggage allowance with your airline prior to packing. As a general guideline, keep the hand luggage up to maximum weight of 5 kilos, and dimensions not exceeding 450mm x 350 mm x 200mm (Height x Width x Depth). Most airlines have a hand luggage measurement gauge at check-in. Any kind of liquids, gels and cosmetics exceeding 100ml are not permitted in hand luggage. All smaller containers must be taken in a transparent plastic bag. It is important that you find out your free allowance for checked baggage. Baggage allowance limits are determined and set by the airlines. Your baggage allowance is stated on your e-ticket receipt or paper ticket (where applicable). Note: As a strict rule, airlines do not allow sharp objects like razors, knives, blades, etc in the hand luggage. Remember to pack sharp objects in your checked baggage. Weight limits for most airlines:

  • Passengers travelling in Economy Class - 20 kg (44 lbs) without extra charges.
  • Passengers travelling in Business Class - 30 kg (66 lbs).
  • No single bag weighing over 32 kg will be accepted at check-in and you may be asked to re-pack before you check in.

For passengers flying to the United States and Canada A Piece System is in place. Baggage items, or pieces to be checked in, must not be over 158cm in total dimension each (length + width + height), and must not weigh more than 23kgs. You are advised to check your baggage allowance by contacting the airline that you are flying with in order to avoid unnecessary delays and inconvenience. Passengers with items that exceed the 32kg weight limit, such as sporting equipment, should make special arrangements with the airline in advance. Please note that you may carry weight more than the permissible limit at an additional cost which can be confirmed by contacting the airline.

Please check in as per the following requirement: International flights - Check-in at least 3 hours prior to departure. European flights - Check-in at least 2 hours prior to departure. Domestic flights - Check-in at least 1 hour prior to departure. Please note that boarding begins 45 minutes prior to departure. Travel Trolley does not hold any liability whatsoever for your failure to arrive at the airport in time for your specified time resulting in you being unable to travel.

Your e-ticket or the itinerary sent along with your paper ticket (if applicable) will specify from which terminal your flight departs. You may also contact us on 0208 843 4400 if you are unsure of the information.

Advance Passenger Information (API) is collected for all passengers before travel to or from certain countries, including Dubai, USA, South Africa, Spain, Thailand and China . The law now requires that airlines collect the following Advance Passenger Information (API) Passport number Nationality Gender Date of birth Full name as it appears on the passport Passport number, country of issue and expiry date Country of residence Most of the above information can be collected by most passports through a reader at check-in. However, collection of some new information at the check-in would result in longer queues slowing down the check-in for flights. Hence Advance passenger Information is collected in advance at the time of booking. For this you may also contact our customer care advisor on 0208 843 4400. Please note that for the USA , you will need to provide an address in the USA for your first night's accommodation which may be hotel name, number and street, city, state and zip code.

You may contact our Amendments department / customer care department on 0208 843 4400 to make an amendment to your flight or hotel booking. All flight or hotel bookings are amended at applicable fees subject to the contract of the fare purchased and consequently not all bookings can be amended. Unfortunately it is not possible to make amendments to car hire reservations. This is classed as a Cancellation.

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travel trolley flight cancellation policy

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travel trolley flight cancellation policy

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' class=

I booked a flight with them and unfortunately I had to cancel the flight . I carefully read the terms and conditions for flight cancellations. The charge for flight cancellation should be £60 per ticket plus the airline company fee for flight cancellation.

Travel trolley not only charged me with an extra £130, they increased and change the charge fee every time I contacted them. The staff attending my phone calls was incredibly rude and unhelpful. I asked them for an explanation and they kept being rude and didn't answer my questions.

' class=

What are you talking about?

They very clearly told you why in their T&C's that YOU agreed to when you purchased.

travel trolley flight cancellation policy

Another case of rude and unhelpful = didn't give me what I want.

However why do you need to cancel? Did you buy a fully refundable ticket? The key word here is "fully" . Because otherwise all your getting is your tax back, not the taxes, charges and fees, just the tax.

Taken from their website are their terms below. Another case of somebody not understanding the contract they are entering into then rather than accepting their mistake blaming someone else.

If they were rude and didn't answer your questions then yes that may be poor customer service, however I suspect you probably refused to accept that you were wrong in your assumption that only a £60 admin charge was payable.

Air tickets returned to us for a refund are subject to an administration charge of £60 per ticket, irrespective of the number of tickets returned and you will be required to pay a per ticket cancellation charge imposed by the airline or the consolidator pursuant to their terms and conditions. There is no automatic right to a refund and, when you return an air ticket to us, we will arrange for it to be presented to the respective airline or consolidator to assess eligibility for a possible refund in accordance with the relevant airline's or consolidator's terms and conditions. We recommend that you return such air tickets to us by special delivery post as we do not accept responsibility for documents mislaid or lost by the Royal Mail.

If a recoverable air ticket refund is less than the above administration charge, the ticket will be deemed to be fully non-refundable. An administration fee of £60 per ticket will be levied on any non-refundable ticket where a tax refund application is made by us at your request and on your behalf. If the recoverable tax components for your ticket are less than the administration charge the ticket will be deemed to be fully non-refundable. Refunds will not be paid to you until they have been received by us from the relevant airline or consolidator. In the case of airline ticket refunds this is normally 10-12 weeks from the point the tickets are submitted for consideration to the airline .

I assume that most of these third parties sell non-changeable, non-refundable tickets so would be some taxes back only. In addition because you chose not to book direct with the airline and through a third party, the £60 would be deducted from anything you may be due back

Did you do any research before buying the ticket or just choose whichever site popped up as advertising the cheapest price without checking any reviews?

The crucial question whether this adds up to

>>>>charged me with an extra £130<<<<

or whether the TT fee was increased to £130 per ticket plus the airline fee as the OP appears to claim.

Now if Travel Trolley should charge more than GBP 60 then the OP complaints rightly.

My advice is to first fully understand the charges and then to go back to Travel Trolley if their charge is higher than GBP 60 per ticket.

As the OP joined TA today, to post this, will be interesting to see if they bother coming back to their thread to make any further comments

travel trolley flight cancellation policy

"interesting to see if they bother coming back"

I know what my prediction is.

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Get a cancelled flight refund from Travel Trolley during Covid

Travel Trolley is an online travel agent, and is actually the online name of Southall Travel, one of the largest travel agencies in the UK. During Covid, many millions of passengers had flights cancelled and were left chasing refunds from Southall and other online travel agents like BudgetAir, eDreams and Hays Travel.

The UK regulator the CMA is even conducting an investigation into whether airlines breached consumer rights laws during Coronavirus. But unlike airlines, travel agents aren't regulated.

Screenshot 2021-02-25 at 17 02 33

How to get a refund on a cancelled Travel Trolley flight?

If you're one of the many unlucky Travel Trolley customers waiting on a cancelled flight refund due to Coronavirus travel bans, you have a few options. Some options require more time than others, and with varying chances of working.

What are all the flight refund options available during Covid-19?

Option 1: contact travel trolley.

You can call, email or use social media to get in touch directly with Travel Trolley. Unfortunately, this is what everyone else is doing (2 million others) so you'll have to join the queue.

Screenshot 2021-02-25 at 18.28.20

Contact Information for Travel Trolley

Effort breakdown, option 2: use a complaints website.

These sites help you send a polite letter of complaint, based on EU law. Unfortunately this can be like screaming at a brick wall (or banging your head against it), since a lot of the time the airline has already reimbursed the travel agent so they claim it's not their problem anymore.

Even worse, if you do win your case through a complaints site, they'll take 25% of your refund, leaving you with no holiday and no money to book one in the future.

Complaints Companies

Option 3: chargeback on your credit card.

You can ask your bank or credit card company to process a refund, also called a chargeback. During Coronavirus, this has become more difficult, and can take months.

Option 4: Take legal action against the travel agent

By using a licensed solicitor to commence legal proceedings against the travel agent, you can get them to sit up and pay attention.

The solicitor gathers details of the case using our online platform (5 minutes)

The solicitor prepares a letter before action (no time or effort for you, handled by a licensed solicitor)

The letter is sent by the solicitor to the travel agent (no time or effort for you)

If you want a licensed solicitor to take legal action against the travel agent, that's your strongest option. It's also more affordable than you think (starting at £149) by using Lawhive.

(Lawhive is the UK's largest online network of licensed solicitors, on average costing ⅓ of the cost of a high street law firm and consistently gets rated 5 stars by customers.)

With Lawhive, you get the advantages of a licensed solicitor helping you get your money back, but for a fraction of the cost of going to a law firm. Like a complaints website, Lawhive is completely online, but it's much cheaper since you won't have to give away 25% of your refund.

If you booked directly through the airline, you can ask your solicitor to commence legal proceedings against them instead.

What else can Lawhive help with?

Lawhive's network of solicitors can also help you resolve neighbour disputes, or a dispute with your tenant or landlord, create or dispute a will, get a divorce, and negotiate custody arrangements, all online at a third of the cost of a high street law firm.

More articles about Travel Agent Refund

Get a cancelled flight refund from teletext holidays during covid, 4 ways to get a refund from love holidays during covid, get a cancelled flight refund from hays travel during covid, how to get a refund from eurotunnel and eurostar during covid, need a solicitor to help with your travel agent refund.

Get expert help from our specialist travel agent refund solicitors for a fixed fee.

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Remove the uncertainty and hassle by letting our solicitors do the heavy lifting for you.

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We pride ourselves on helping consumers and small businesses get greater access to their legal rights. Lawhive Ltd is not a law firm and does not provide any legal advice. Lawhive Ltd uses a network of licensed solicitors to provide legal work directly to clients through our online platform. Please read our Terms for more information. Our network includes our affiliate company, Lawhive Legal Ltd. Lawhive Legal Ltd is authorised and regulated by the Solicitors Regulation Authority with ID number 8003766 and is a company registered in England & Wales, Company No. 14651095. Lawhive Legal Ltd is a separate company from Lawhive Ltd.

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Plane taking off

Travel Trolley demanded a £75 admin fee for a refund

My flight was cancelled by the airline but the agent still insisted on a credit note

I booked flights through Skyscanner.net. The issuing agent was Travel Trolley. Like thousands of others, we have been impacted by the coronavirus travel ban when my flights were cancelled. Travel Trolley has offered a credit note for the full amount and when I requested a refund it demanded a £75 admin fee to pass on the money already repaid by the airline! It can’t be legal to hold me to ransom like this. SB, London Other readers have written in with the same complaint. Travel Trolley, owned by multi-millionaire tycoon Kuljinder Bahia has insisted all passengers pay £75 if they want a cash refund rather than a credit note, despite the fact that its terms and conditions only mention the charge if a passenger, rather than the airline, cancels a flight. Skyscanner has publicly condemned the policy. “We’ve been supporting travellers who contact us and have been working closely with providers to try and ensure that any admin fees for refunds are reasonable,” it says. “We’ve seen success in some partners changing their policies as a result, and will continue discussions with providers to ensure travellers are being treated fairly. We’re asking Travel Trolley to treat cases from Skyscanner referrals as priority.”

Travel Trolley failed to respond to requests for a comment. The trade association, ABTA, of which Travel Trolley is a member, says: “Travel agents may charge an admin fee to cover the cost of the work they have done in relation to a cancelled booking. However, these fees must be reasonable and clearly set out in their terms and conditions. If they have not reserved the right to do so, they should not charge a fee.”

Travel Trolley online statement

It referred the company to its legal team after the Observer alerted it. A notice has since appeared on Travel Trolley’s website announcing that it will cancel its fee and refund customers who have already paid it. “Whilst this is of significant financial loss to our business, our customers are of paramount importance to us,” it says. “As customers are facing huge financial difficulties, we hope that removing the fee will go in some way to ease their personal burdens.”

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Travel Trolley   Reviews

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Reviews 3.6.

32,764 total

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They are good at taking your money but…

They are good at taking your money but not refunding you when you are due. I booked a ticket during COVID-19 and was told to keep it for future use. The airline updated their policy and said those tickets would be valid for one year. I was not informed of this update and now they won’t issue a refund.

Date of experience : October 29, 2023

Reply from Travel Trolley

Dear Oliver, You are important to us. We are dedicated to responding quickly to any questions, concerns, or complaints our customers may have. We kindly ask you to please share your booking reference number so that we can investigate further. Regards, Travel Trolley

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Very helpful.

Karan Bali was very helpful with changing my flight tickets. He went out of his way to help my husband and I to come back together from our holiday. I would definitely recommend liaising with him at southall travel

Date of experience : November 02, 2023

Dear Customer, We really hope your purchase will satisfy you. We constantly want to give our clients like you the finest services possible. Regards, Travel Trolley

Watch out when making changes

I was trying to change my return flight ticket and told the agent my new travel date. The agent also replied back verbally the correct date. I followed his instructions and clicked on the link to make the payment. He also told me to reply back to his email to confirm I had paid. I followed 100% of his instructions. He even repeated verbally the travel date for me which is correct. When I received the E ticket later, I noticed the agent had made a mistake, he got the month wrong. So I called back, they said the link that I clicked and the email that I replied has the travel date, which I didn't know I was supposed to check, so they blamed the mistake on me. I had to pay extra £125 to correct their mistake. I kept on asking for their call recording to prove that it was their mistake, they said they only record calls randomly. I don't think I will use Travel Trolley again after this bad experience.

Date of experience : November 05, 2023

Dear Joseph , It's our responsibility to accommodate all your travel needs in the most suitable manner. To accomplish this, we only implement any changes to the ticket after receiving email confirmation from our customers. Our records indicate that adjustments to your travel date were made subsequent to your email confirmation. We value your trust in us and we assure you that we will do our best for our customers. Kind Regards, Travel Trolley

Amazing people and very co-operative.

Amazing people and very co-operative. Their service is second-to-none. Special thanks to the senior travel consultant Karan Bali who helped us. He did absolute wonders! He was very kind and understanding throughout the process. Honestly can't recommend him enough and will definitely want him to handle our future bookings.

Date of experience : October 27, 2023

Dear Punit , We are very grateful for your trust and we're committed to continue providing you with the high level of service that you can always rely on. Thank you for your appreciating words for Karan and our company. This means a lot to us. Warm Regards Travel Trolley

Mr Noel provided exceptional service

Mr Noel provided exceptional service. He went above and beyond to support me and provide best possible solution for my case . He was super responsive and is definitely an asset for the company. Thanks again !! I will always use Travel Trolley for my future travels

Date of experience : October 28, 2023

Dear Akshay , We are delighted to hear about your positive experience with Mr. Noel and the exceptional service he provided. At Travel Trolley, we continuously strive to go above and beyond for our customers and it is always rewarding to hear we've achieved that. Thank you for choosing Travel Trolley for your future travels, we look forward to serving you again soon. Kind Regards, Travel Trolley

Great sales reps Divya

Great sales reps, I spoke to Divya, she was just amazing, really helped me change my flight. It really made such a stressful time so much better. Thank you Divya and travel trolley.

Date of experience : November 04, 2023

Dear Sunny , Your positive words are greatly encouraging and will be passed on to the team, especially to Divya. We strive to keep our service quality high so we can continue to meet your expectations and assist you in the best way possible. Thank you once again, and we look forward to serving you in the future. Kind Regards, Travel Trolley


They are good at taking your money but not at refunding you when you are due one. I booked a ticket during COVID and was told to keep it future use. The airline updated their policy and said those tickets will be valid for one year. I was not informed of this update and now they won’t issue a refund.

Date of experience : October 30, 2023

Dear Customer , Thank you for bringing this to our attention. We strive to answer any inquiries and resolve any issues our customers may have in a timely and efficient manner. According to our records, your issue was promptly addressed by our team upon receiving your email. If you still need further assistance regarding this matter, please respond to the last email we sent you. We guarantee you our utmost attention and strive to serve you better every time. Regards Travel Trolley

Helpful and efficient.

I haven't actually flown the flight yet but so far they have been absolutely great. The airline changed the time and which airport they were flying from and Travel Trolley emailed me and phoned me and talked me through my options and were so efficient. Great company - took all the stress out. I think I will only book with them in future.

Date of experience : October 26, 2023

Dear Sarah , Thank you so much for taking the time to leave us such a wonderful review. We are thrilled to hear about your positive experiences with our customer service, as our team always strives to offer efficient and helpful support under any circumstances. Our goal is to always ensure that our customers are well-informed and feel supported during any unforeseen changes to their travel plans. Looking forward to your next booking with us! Regards Travel Trolley

Flight booking scam

I booked a flight to Colombo at a great price with a reasonable out bound of 5 hours wait and 1.5 inbound connection timings. After I finished the booking process and received the conformation mail and to my horror I noticed the outbound was a 7 hour wait and in 18.5 hour wait. Immediately calling the company they denied the mistake was their fault but promptly offered another flight which did not fit at all. I suggested this was a bait and switch fraud and requested a full refund. This they processed without hesitation, but with a £300 admin fee. Complete scam; they made £300 in minutes and can resell the flight to another unknowing customer thinking they are getting a great deal.

Date of experience : October 21, 2023

Dear Mark , We are sorry to learn that your experience with our company fell short of your expectations. We acknowledge that you have used our website to search and book your flights, and these were ticketed automatically without any manual intervention. Upon your approach to us, our team provided all possible alternative options in accordance with the ticket policy and processed them on your approval. We apologize for any inconvenience experienced. We request you to kindly view this as an isolated incident and give us the chance to provide better service in the future. Kind Regards, Travel Trolley

Customer service was really good

Customer service was really good. Patrick helped us a lot by giving good suggestions which made my decisions easier. Really appreciating his support and customer service provided by him.

Date of experience : October 24, 2023

Dear Dev , Thank you so much for your positive feedback and kind words about our staff member, Patrick. Our team is dedicated to providing top-notch customer service and they will certainly be glad to know their efforts are appreciated. Thank you once again for your review. We look forward to serving you again in the future. Regards Traval Trolley

These guys were slick and helpful start…

These guys were slick and helpful start to finish, from booking, to cancellation to refund. All within time frame quoted. Will definitely use them again. Thanks again for all your help Travel Trolley. 😘

Date of experience : September 09, 2023

Dear Shobee, Thank you for taking the time to leave us a review! We are thrilled to hear that you had a positive experience with our team at Travel Trolley. We appreciate your trust in us and we look forward to helping you with your future travel plans. Regards, Travel Trolley Team

I wanted to change my flights

I wanted to change my flights, and Karan Bali from Southall Travel was extremely accommodating. He was very pleasant and tried his utmost to successfully change my itinerary. Thank you so much. I recommend Southall travel to all travellers .😊

Date of experience : October 15, 2023

Dear Bindya , Thank you so much for taking the time to leave us such a wonderful review. We always strive to provide the best service to our customers and it makes us proud to hear it reflected in your interaction with us. Your recommendation means a lot to us. We look forward to serving you again in the future. Best Regards Travel Trolley

1 star is too generous

Travel trolley booked me onto a flight I couldn’t go on. The airline themselves said they shouldn’t have been able to do that as they should be able to see the restrictions of travel. But travel trolley doesn’t care as long as they have your money in their pockets. Called customer service for help and they were not helpful at all. Rude staff who had the nerve to hang up on me and tell me it’s my fault. They wanted to charge me more than what I originally paid for my whole return ticket just to rebook a new return flight for 2 WEEKS LATER than the original date. I said that’s not a reasonable solution as I have a job and responsibilities to go home to. They responded with “if you really wanna go back home you’re just gonna have to pay”. Never received my refund. Not even an apology from any of the staff for the rude behaviour. Wasted my time on the phone transferring me to people too. DO NOT use travel trolley. It’s worth spending a little bit more to book directly with an airline as they will actually help you if something happens.

Date of experience : June 23, 2023

Dear Rain, We are saddened and surprised to hear about your unfavorable experience with one of our customer service representatives. At Travel Trolley, we take pride in our excellent customer service, and it's very disappointing to learn that we did not meet expectations during your recent interaction. We assure you that we have a zero-tolerance policy towards any kind of rude or disrespectful behavior from our staff. We're committed to investigating this issue to prevent similar occurrences in the future. To begin this investigation and trace the entire incident, could you please provide us with your booking reference number? This will help us identify necessary details and ensure a comprehensive investigation into the issue. We appreciate your patience, and we eagerly await you sharing your booking details with us at your earliest convenience. Kind Regards, Travel Trolley

Very good and excellent service good…

Very good and excellent service good talking and treated well happy about staff

Dear Customer , We appreciate your feedback. You are valuable to us . Providing exceptional and friendly service is our top priority. It's great to know that we have achieved our goal. Looking forward to serving you again in the future. Best Regards, Travel Trolley

Worst place to book tickets

Worst place to book tickets . Total scammers . No one replies for refund and worst is they have changed aviation laws ie in death of family member, the airline give full refund but it’s been 6 months am chasing them for refund . I would really wary than book through them . Hope no one has to go through this experience . It’s really official scamming business ie sister company of south hall travels ! Smartly they have replied and put it all on me ! I have proof of replying to every single email and have been promised multiple times people will call but no one calls . I will say stay away from this website

Date of experience : June 09, 2023

Dear Sonal, Thank you for providing your booking details. Our records indicate that you have brought up concerns about ticket cancellation and date changes as well. On each occasion, our team members have responded either by phone or email, offering their utmost attention and support. Since we have not received adequate consent for cancellation or date changes, we were unable to act on your request. We kindly ask that you get back to us with permission to carry out the cancellation or date changes. We guarantee our support during this challenging time for you. Kind Regards Travel Trolley

My previous review was removed because apparently I'm an ai bot. Lol. I cannot fault their booking system online and it's usually cheaper than anywhere else. It was recommended to me two years ago and I've made multiple purchases since with no problems. They do advertise low cost fares misleadingly, fares which never seem to be available, but I've learnt to ignore those offers. I recommend Travel Trolley 🛒 especially for Pakistan tickets and would use again.

Date of experience : September 22, 2023

Dear Sam , We are trying to do our best to always produce a great result to the customer's satisfaction. Thank you for your comment, we are trying continuously to improve our services and meet our customers expectations. Regards Travel Trolley

It was a amazing experience with…

It was a amazing experience with Ratika. Great assistance and corporation with booking process. Thanks a lot Nd for sure we will visit you again refer to our friends nd family as we are referred by our friend

Date of experience : October 09, 2023

Dear Amandeep , Your positive feedback is what motivates us to continue delivering excellent customer service. We will certainly share this with our team members. We greatly appreciate your recommendations to your friends and family. Rest assured, we will continue to provide top-tier services for all our customers. Kind Regards Travel Trolley

Best site to book your air ticket

One of the best platform have used so far, customer service is really awesome. kartik traveltrolley.co.uk You are Rock star ⭐️ 100% I will recommend this to everyone.

Date of experience : October 11, 2023

Dear Amit , Your kind words and support truly mean a lot to us. Our team member, Kartik, will be delighted to hear about your positive feedback, as we all work hard to ensure our customers receive the best service possible. Thank you again for your kind recommendation, and we look forward to serving you in the future! Best Regards Travel Trolley

Good and excellent ,service and also …

Good and excellent service and also discount as well. Thanks Travel Trolley, 😊

Dear Ullah , We will strive to offer the best deals and deliver the highest quality of services at all times. Thank you for booking with us. Wram Regards, Travel Trolley

Flight schedule changed by airlines

Flight schedule changed by airlines. No reasons given not suitable ask for refund, full refund allowed but informed it will take up-to six weeks. Flight which was rescheduled ticket available but higher cost.

Date of experience : September 25, 2023

Dear Salim, We want to let you know that the airline has complete authority to modify flight schedules, and as a travel agency, we have no influence over these changes. When we received the notification from the airline, we informed you and proceeded with the refund with your approval. We understand that the refund is taking longer than expected by you , but it will take some time for us to receive it from the airline. We had also communicated this information to you through email . We appreciate your patience and understanding. We will wait to assist you again for your future travel needs. Kind Regards Travel Trolley

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Travel Trolley

Travel Trolley

A company's rating is calculated using a mathematical algorithm that evaluates the information in your profile. The algorithm parameters are: users' rating, number of resolved issues, number of company's responses etc. The algorithm is subject to change in future.

Travel Trolley Overview

Travel Trolley has 1.9 star rating based on 5 customer reviews and ranks 120 of 902 among companies in Travel Agencies category. Consumers are mostly dissatisfied.

Rating Distribution

Recent recommendations regarding this business are as follows: "Travel Trolley should be more accommodating with their customers and support the customers. They are interested in selling tickets.", "Book with any other agency but Travel Trolley, when things go wrong on booking they will not help you.".

Most commonly, consumers tend to contact Travel Trolley to ask questions about: Return/ Replace, Request for Information, Activation/ Cancellation.

Review authors value the most Website. Consumers are not pleased with Exchange, Refund and Cancellation Policy and Customer service.

The price level of this organization is high according to consumer reviews.

Rating Details

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This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Change of date

Travel Trolley - Change of date

Haven't received confirmation yet

Preferred solution: Deliver product or service ordered

Payment wrongfully taken

To change my tickets..

User's recommendation: Travel Trolley should be more accommodating with their customers and support the customers. They are interested in selling tickets.

Refund not received

Preferred solution: Full refund

Poor Customer Service-rip off

Preferred solution: Apology

User's recommendation: Book with any other agency but Travel Trolley, when things go wrong on booking they will not help you.

My Call to yr office failed

Rip of merchants and dishonest.

Preferred solution: Let the company propose a solution

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travel trolley flight cancellation policy

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