My partner had a health problem, and we had to postpone the date of our trip to India. The cancellation and rebooking fees the agency charged have been ridiculous but fortunately refunded by our insurance. In the second booking, the agent -Ms Pip Urry- made the booking in different hotels but she assured they were the same standard of the previous ones. Well, we paid for 5 stars hotels ( as Taj, Hyatt etc.), and we ended in dirty and scruffy places. In one of them, there were even rats! Despite our complains, several calls to London etc, we have been put down: the agency didn't do anything to make it better. The agent quoted every place was booked, and that's was the reason why they could not confirm the reservations at the same hotels. Unfortunately, she lied, and kept lying even when we proved those hotels had available rooms. At that point, she discharged the fault on the Indian branch etc. I am convinced the agency made profit on the situation, and on the fact my partner wasn't well. We were not able to be on the top of the organization all time, and Ms Urry behaved in an acceptable unprofessional way. As so as her supervisor. Unfortunately, the agency severely spoiled our holidays, and I will keep a bad memory of this trip to India: instead of relax, culture and leisure it has ended in a calvary. My advice: don't book with Trailfinders as it's a real con!
We booked a once in a lifetime Australia and NZ trip with trailfinders, however there was one problem after another which eventually ended with us losing hundreds of pounds as their consultant took my name down wrong. Then lied through her teeth about it. We were so incensed we booked it with Travelbag in the end, thank god for a reputable company.
I have never written a review before but feel that incensed and appalled by the service provided by trailfinders that it is only fair to share this. When I booked my holiday with Trailfinders, it was with the knowledge that I would no doubt pay a slight premium for using their services to get a full packaged holiday. I have no issue with this until a problem occurs which I have already paid for their service. For them then to completely put the problem in my court is an appalling situation which culminated in the MD phoning me to say tough luck they have done all they can, which was basically nothing! Amazingly he agreed that I was not receiving good customer service but still Trailfinders deemed it ok for me to loose a day from my holiday and the only way to resolve this was at my cost. As for the fact I have paid for parking and airport lounge, more tough luck. Solution orientated Trailfinders are not!!
Very knowledgable staff, this is the reason why we have booked for the 4th time with them. Prices better than direct with the airline. None of this booking and the company wait for better prices, when you check with the airline your flight, seats, meals are booked. They phone you back when they say they will, the most professional and trustworthy travel agent we know.
Booked to USA and got some good tickets, patient people, good prices, was generally very happy. It was let down by the insurance. I got an annual policy with them and needed to claim on another trip to France, a few months later. This was by coach to Stansted, to France by Ryanair and hire car to the accommodation in France. Unfortunately I fell ill and the insurers sent a form that applied only to a package holiday and tour operator, not to separately booked segments. It was very, very hard to fill it out since it did not apply to the kind of trip I had taken.
But I got a medical certificate saying I'd been too ill to travel and a letter from the French accommodation saying I hadn't been able to come, and a note that the car hire in France had not been used, but they still refused to pay out on the coach and Ryanair because I couldn't PROVE I hadn't caught the coach to Stansted and I couldn't PROVE I'd missed the Ryanair flights.
My husband was booked with a different insurer and claimed for just the same things as me (we each claimed 50 percent of the joint items) but his claim was paid in full. I am really out of pocket due to the inflexibility of this old fashioned insurance offered by Trailfinders and it has quite put me off them. I would have thought they could get a more up to date and flexible insurance, and this definitely did not seem like a good deal to me.
We were let down by trailfinders. Everything we thought we'd booked wasnt so and we had to re-arrange with a different company (thank god for Travelbag, who have been excellent). Only use if you like being let down.
We booked a trip to Penang and Kuala Lumpur with the Nottingham branch of Trailfinders and the service we received was fantastic, they are so helpful and knowledgeable. They arranged 3 hotels, the flights (they even recommended selecting seats upstairs on the A380 so we were on a row of 2 seats rather than downstairs on a row of 3) and all the transfers between airports and hotels. We even made a few changes to the booking and they managed to get us some more special offers on the hotels. It was so refreshing to book with a travel agent who provide excellent service without any trouble or hidden/extra charges for making changes.
I would recommend them to anyone who is thinking of long haul travel!
Thanks to Sarah in the Dublin office for organizing a trouble free itinerary for our trip to Singapore, Western Australia and South Africa. Firstly we couldn't believe the value of the air fares for our trip ( I could not beat this booking even on the internet). Everything went according to plan in Singapore, what a beautiful stepping stone to Australia. In WA we had a motor home organized through Maui, first time, it was super, would do it all again in a flash, no problems as Sarah recommended the Premium Pack, even when we had a glitch with the return date- we booked to reture on a sunday, but because Maui do not work on a 24 hour period hire like car hire the first day was counted as a day and the contracted return date was therefore Saturday. When we contacted Maui, their Customer Service was excellent, they arranged for us to return the motor home on the Sunday as required, even though they were closed, as not additional cost, obviously they value Trailfinders as an agent !! Thanks again to Trailfinders, this was our third time experiencing their expertise and value, and we have no problem recommending them to any of our friends. Well Done Trailfinders!!
It's easy to rate a company when everything goes right with a trip, but the mark of a good company is how they treat you when things go wrong. During a recent trip to Australia, we followed some advice from one of their staff. However due to a particular holiday at the time of our trip the advice did not turn out to be correct and it cost us quite a lot of money to change flights. When this happened, we called from Australia and one of the managers spoke to us, she told us not to worry, keep hold of the receipt and contact them when we got back. This calm advice helped us enjoy the rest of the holiday. On returning to the UK we followed up on the issue. We very quickly got a response from the general manager and a full refund on the cost of changing the flights. No company is ever 100%, but the polite professional and speedy support this company gave us is testament that they stand behind their reputation and look after their customers exceedingly well. We will definitely be using them again.
Not the cheapest way to arrange our honeymoon, but they made the whole process so simple that i'm really glad we decided to use them. We used their wedding list feature and it worked out perfectly for us. The girl we dealt with (Nicky) was extremely knowledgable and helped us to customise our trip. We've used them twice now for round the world trips and as the sort of person who would normally book things independently to save money and increase flexibility, I really wouldn't bother doing it myself again.
I've used Trailfinders for over 10 years and always find them helpful. Price-wise I find that if I book flights and hotels with them, the price is often better than I could get myself booking independently via an airline's website and, for example, hotels.com. Once they made a mistake with some eTickets, but they rectified the problem and refunded my extra costs without hassle. This is much more than I can say for another company I made the mistake of trying (The Flight Centre), but that's another story. Often, you only find out how good a company is when they have made a mistake. How they deal with the problem tells more about how they treat customers than when everything goes to plan. This year I have booked my holiday with Trailfinders again. They are always a pleasure to deal with and long may they stay that way.
We went to america (Vegas and San Fransisco) earlier last year with trailfinders. We used the birmingham branch, the agent had travelled around the west coast and had loads of useful information and tips. We booked evening alcatraz (independant from trailfinders) and a grand canyon trip - both good advice from the agent as it made our holiday. Sorted everything for us re flights and hotel. We just needed a holiday to recover!!
I have just booked another flight with Trailfinders once again. Been using them for 17 years now, they have allays managed to get all my flights around the right price for my trips all over all over the world. Staff seem to have been to everywhere between them & know about getting you the customer, the best deals, times prices. What more do you need :)
If you have never tried them, try for your next trip.
Trailfinders went out of there way to find me the perfect holiday. I'm sure I must have exaspirated their patience, but they got us just what we wanted at the best price going. Would use them again and recommend.