Travel Trolley
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Stressful process, poor customer service
Poorly trained telephone operations giving confusing messages. Please beware: I booked flight tickets online and then received an Email to say the order could not be processed, and an invitation to phone Travel Trolley, which I did. The telephone operator said that my flights were no longer available at that price, and she offered me flights at a higher price. I declined this, as it is not the price that I had agreed to, and the telephone operator confirmed that I will receive my full payment back. I still had not received my payment a day later, so I telephoned this morning and spoke to another operator. This oeprator stated that Travel Trolley had not received my money, which confused me as my bank says that they had. The telephone operator then contacted another department (I think he said it was the payment department) who said that yes Travel Trolley did have my money. I was pleased to then receive my money back into my bank account soon after this call. However, please can I give feedback to say that this whole process was very stressful. The telephone operators need extra training in how to talk to people correctly. The telephone operators seem quite stressed and rushed. They give very fast and rushed answers to questions and they are not clear in communication at all. They are not confident in what they are communicating and I doubt that is their own fault, it is probably a fault of Travel Trolley systems and processes. This was anxiety provoking for me as a customer when such large amounts of money are being exchanged. As a customer, it was very anxiety provoking to be told that Travel Trolley had not received my money, when it had clearly been taken from my bank account. It was also stressful and inconvenient to be told that the flights were not available at the price I had agreed.