Travel Trolley
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AVOID AVOID AVOID!!!!!
I rarely leave reviews, but I feel compelled to warn others about my deeply frustrating experience with Travel Trolley. I would leave 0 stars if it were an option. We are due to fly to New York in November, but unfortunately, one of our party is no longer able to travel due to personal reasons. What followed was an exhausting and unacceptable experience involving eight separate phone calls between British Airways and Travel Trolley, during which I was constantly bounced back and forth. British Airways made it clear that, as I had booked through a third party, they were unable to make any changes directly — but they confirmed that if Travel Trolley contacted them through the trade line, they would be able to discuss options, including a potential refund. However, every Travel Trolley advisor I spoke to flatly refused to use this option, hiding behind vague “policy” and offering no flexibility or effort to help. When I asked for my calls to be escalated, I was refused again, and instead given an email address for complaints. The reply I received (at 9:30pm, no less) was riddled with spelling and grammar mistakes, entirely unprofessional in tone, and still refused to assist me — showing no understanding of the issue. They offered a £95 tax refund on a ticket that cost over £400, and completely ignored my request for a quote to change the name on the ticket instead. Please also bear in mind that this refund will take over 4 weeks to be processed! Days later, I received another message, again late in the evening, bluntly stating they were unable to assist with a name change. No explanation, no empathy, no customer care. While I understand that policies exist, the outright rudeness, obstructiveness, and complete lack of willingness to help has been appalling. To make matters worse, we have already had our flights cancelled and rebooked, and the way Travel Trolley has handled everything leaves me with zero confidence that our trip will even go ahead smoothly! I will never book with Travel Trolley again, and I would strongly advise others to avoid them at all costs. If anything goes wrong with your booking, don’t expect support, empathy, or even basic professionalism.