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How best to contact us, during the current COVID-19 safeguarding period, currently until 15 April 2020.

In these weeks our staff are required to work from home. Our teams are equipped and ready to assist you on email only and you are financially protected. We have created new email contacts : urgent@traveltrolley.co.uk for travel within 7 days. We look forward to assisting you and appreciate your understanding during these unprecedented times.

COVID-19 Message
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MESSAGE FROM OUR CCO

We, at Travel Trolley, would like to advise all customers that we are removing the administration fee for ALL flights cancelled due to COVID-19, including those who have already received their refund.

Jaymin Borkhatria, Chief Commercial Officer at Travel Trolley comments:

"We recognise these are extremely difficult times for our customers, and we at Travel Trolley would like to support them as best we can. We have taken the decision to remove the administration fee, in order to help our customers through these turbulent times and provide them with as much support as we can offer.

"Whilst this is of significant financial loss to our business, our customers are of paramount importance to us. As customers are facing huge financial difficulties, we hope that removing the fee will go in some way to ease their personal burdens.

In order to handle the extreme volume of customer queries, we have increased our refund processing team from 15 to 300, enabling us to process up to 2,000 refunds per day. Customers, including those who have already received their refund, can call our friendly and helpful customer service advisors on 02088434400 or email info@traveltrolley.co.uk

FLIGHT-ONLY (SINGLE COMPONENT) BOOKINGS

These are of course unprecedented times, with millions of individuals being affected and unable to travel because of their flight cancellation.

Responsibility for refunding flight cancellations lies with the airline, but Travel Trolley is committed to helping you at this difficult time. We have therefore set out below an overview of the options which are being offered by the airlines to their customers, which we can help secure for you.

Airlines are taking two different approaches to COVID-19 related flight cancellations. Some airlines are choosing to issue customers with a credit note only, without the option for a refund. Others are offering customers a refund.

Please understand that we have no control over these flight cancellation policies. They are set by the airlines and, as a booking agent, we have no control over them. Nevertheless, we are working tirelessly in liaising between our customers and the airlines in relation to these options. If you would like us to do so for you, here are the options available to you:

  1. Credit notes: Some airlines are currently only offering credit notes for the full amount of cancelled flights. In these cases, we will endeavour to provide you with a credit note within a week of cancellation.
  2. Refunds: Some airlines are offering a refund. In this case, we will make the refund request with the airline and pass on the refund to you within 14 days of us having received it from the airline. Please note that we have no control over how long the airline takes to process your refund request.

    Some airlines have now introduced a manual process for requesting refunds instead of their usual process. This requires us to complete an application form to request your refund, which significantly adds to the time and cost of requesting a refund on your behalf. We have increased the size of our refunds team to complete these application forms, which we typically lodge with the airline within 7 days of your refund request. However, some airlines are anticipating taking 4 to 6 months to process your refund following receipt of the application form. This timeframe is not something which we control.

    As we incur a cost in processing refunds on behalf of our customers, clause 21 of our terms and conditions allow us to charge a per ticket administration fee to cover these costs. However, we recognise these are extremely difficult times for our customers, and we at Travel Trolley would like to support you as best we can. We have therefore taken the decision to remove the administration fee, in order to help our customers through these turbulent times and to provide them with as much support as we can offer.

    Please refer to Question (3) in FAQ Section for more details

We'll work to ensure you receive your refund or credit note as quickly as possible. To do so, we've increased our staffing levels to ensure we're delivering the best and quickest customer service to you and our call centre currently has an average call waiting time of no more than two minutes.

We appreciate this is a difficult time and that the trip you were no doubt excited to take has now been cancelled. While we are dealing with a large number of requests, we'll do our best to come back to you as soon as possible and thank you for your understanding.

This statement has been issued to explain how airlines are currently dealing with flight cancellations and how we may help you to secure those options. This statement does not change our terms and conditions, which remain the same as at the time of your booking.

If you are due to travel in September, October or beyond, please do not contact us yet as we are prioritising customers with imminent travel dates.

Covid-19 FAQ

For customers whose travel plans have been affected by COVID-19, please read the below Q&A which we hope will help you during this difficult time. If you have any further questions, please don't hesitate to contact us. The below will be updated on a regular basis.

What is the best way to contact Travel Trolley?

Please call us on 02088434400. Our phone lines are open from 8am to 10pm. Our average call wait time is less than 2 minutes. We are here to help and assist you in any way we can.
You can also email our dedicated team at info@traveltrolley.co.uk

My travel plans are affected by COVID-19. What are my options?

Please understand that we do not decide upon the flight cancellation policy which applies to your ticket. These policies are set by the airlines and, as a booking agent, we have no control over them. Nevertheless, we are working tirelessly in liaising between our customers and the airlines in relation to the options made available to our customers by the airlines. If you would like us to do so for you, here are the options available to you:

Credit notes:Some airlines are currently only offering credit notes for the full amount of cancelled flights. In these cases, we will endeavour to provide you with a credit note within one week of cancellation.

Refunds: Some airlines are offering a refund. In this case, we will make the refund request with the airline and pass it on to you once we receive it. Please note that the airlines are taking a long time to process refunds and we explain in question 3 below the reasons for this. There will be no delay on our part - we will pass on the refund to you within 14 days of us having received it from the airline.

As we incur a cost in processing refunds on behalf of our customers, clause 21 of our terms and conditions allow us to charge a per ticket administration fee to cover these costs. However, we recognise these are extremely difficult times for our customers, and we at Travel Trolley would like to support you as best we can. We have therefore taken the decision to remove the administration fee, in order to help our customers through these turbulent times and to provide them with as much support as we can offer.

Why does it take so long to process a flight refund?

Ordinarily, when a customer asks us to process a refund with an airline, we are able to request this refund through the same reservation system which we used to make the booking with the airline. After we make the request, it is processed through that same system. The refunds are paid to us on a monthly basis, which we reconcile and check to make sure they are correct before we pay this to the same card used by the customer to pay for the flight. This process typically takes around 4-6 weeks in total.

Following the grounding of flights because of COVID-19, a large number of airlines have disabled travel agents access to the standard refund system described above. In its place, these airlines have imposed a manual process which we must complete to request a refund on your behalf. This requires us to complete an application form for each and every passenger on a booking, with specific information on the passenger, the fare and the other charges included in the original booking. This is a complex, time consuming and labour-intensive process for us to complete, particularly given the unprecedented number of refund requests we are currently being asked to process. We have therefore increased the size of our refunds team to complete these application forms, which we can typically lodge with the airline within 7 days of your refund request.

Once the application form is sent to the airline, it is entirely beyond our control whether the airline approves that refund request. We also have no control over how long the airline takes to consider the application. Some airlines have publicly stated that it may take 4 to 6 months to process these refunds.

If application is not approved, or we need to find out when it will be dealt with, we have to follow up with the airline in the same way. This is a manual process which requires our refunds team to contact the specific airline. Any other query on the refund application has to be made in a similar way.

Please rest assured, we will pass on to you any refund we receive from the airline within 14 days of having received it. However, for the reasons we have described above, the airlines have now made the process much more time consuming than that which existed before the COVID-19 pandemic. Please bear with us whilst we do our best to secure your refund from the airline.

Why do I have to wait for you to receive a refund from the airline? My booking was with you?

We are a booking agent, which means that we are responsible for arranging your booking with the airline and for issuing the flight ticket to you. Your contract for the provision of the flight is with the airline, which means that responsibility for a cancellations lies with the airline.

Having said that, we are working hard to help our customers understand the options which are being made available to them by the airlines. We are also helping our customers to select their options and to communicate those choices to the airline. We would be happy to do so for you.

Do you charge an administration fee for processing flight refunds?

We incur a cost in processing refunds on behalf of our customers. Clause 21 of our terms and conditions therefore allow us to charge a per ticket administration fee to cover these costs. However, we recognise these are extremely difficult times for our customers, and we at Travel Trolley would like to support you as best we can. We have therefore taken the decision to remove the administration fee, in order to help our customers through these turbulent times and to provide them with as much support as we can offer. Whilst this is of significant financial loss to our business, our customers are of paramount importance to us. As customers are facing huge financial difficulties, we hope that removing the fee will go in some way to ease their personal burdens

Do I have to accept the options made available by the airlines? What are my legal rights?

Your legal rights in relation to the cancelled flight are set out in your contract with the airline, which you can find on your airline's website. You may also have legal rights against the airline under EU Regulation 261 (see question 14).

How will the refund be made?

For cash refunds, the monies will be returned onto the original card.

How can I check the status of my refund application?

You can call us anytime between 8am and 10pm. We can advise you of your manual refund application document number which is linked to your original e-ticket, if you wish you can contact the airline and confirm its progress. Again, please note that we have no control over how long the airline takes to process your refund request.

How can I find the airline policy?

You can contact us, or you can visit the airline's website for UK passengers.

Can I change my destination if I choose to rebook?

Yes, if this option is covered in the airline policy. For the majority of airlines it is, but applicable fare differences will apply. Please check your airline's rebooking policy.

Is there any charge for changing dates of travel?

The date change fees normally imposed by airlines are waived in the majority of cases during this period. In most cases, this allows one date change only. If the fare is higher on the selected day of departure, then the difference in fare may have to be collected with some airlines. Please check your airline's rebooking policy.

Can I change a name on my new booking?

The ticket or credit note will only be able to be used in the original passenger's name.

I have received a credit note for my flight only booking, can I still request a refund?

As long as the airline you have booked with is offering refunds within their policy, then yes you can. Some airlines may not initially be offering refunds but may offer cash refunds at a later date. If you would like a refund instead of a credit note, please contact us.

Does EU Regulation 261 legislation apply to my cancelled flights?

In circumstances like this, there is often mention of EU Regulation 261. This applies to all flights departing the EU/UK, as well as any flight arriving at an EU/UK airport which is operated by an EU/UK airline. In the event of a cancellation, the Regulation gives passengers the right to claim a cash refund directly from the airline within 7 days, even if the passenger purchased the flight from a travel agent such as Travel Trolley.

As Travel Trolley is not an airline, it is not subject to EU Regulation 261. Our only role as an agent is to arrange the booking between you, our customer, and the airline. However, we value our customers and we are working hard to help our customers obtain cash refunds from the airline and to process such request on their behalf.

What if I have purchased a package holiday from you?

Where we have organised a package holiday for you, we are responsible to you if we have had to cancel it because of COVID-19. We are therefore offering our customers the options of rebooking their holiday or a full refund. We will refund you even if we have not yet received a refund from the airline or other supplier. Please see our separate statement for package holidays for more information.

We appreciate this is a difficult time and that the trip you were no doubt excited to take has now been cancelled. While we are dealing with a large number of requests, we'll do our best to come back to you as soon as possible and thank you for your understanding.

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Many of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. Please ask us to confirm what protection may apply to your booking.

For the latest travel advice from the Foreign & Commonwealth Office including security and local laws, plus passport and visa information, check www.gov.uk/foreign-travel-advice.

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Many of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed on this website. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. If you have booked a flight only where the ticket is not issued immediately, your flight will be protected under our ATOL. Please see our booking conditions for information, or for more information about financial protection and the ATOL Certificate go :www.atol.org.uk/ATOLCertificate

Book with Confidence. We are a Member of ABTA which means you have the benefit of ABTA's assistance and Code of Conduct. We provide financial protection for your money when you buy a package holiday. If you buy other travel arrangements such as accommodation only this protection doesn't apply.

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COVID-19 Message

Dear Valued Customer,

These are challenging times for us all. Our first key priorities are to safeguard the health and well-being of our customers and employees. We appreciate that your travel arrangements, and the travel industry as a whole, has been particularly effected by the outbreak of COVID-19.

During this time we ask you to take into account the following:

  • Until 30th Apr, as instructed by government, our teams will be working from home. This will impact our call capacity at a time of high demand.
  • For travel within 7 days please email us at urgent@traveltrolley.co.uk. This will allow us to focus on these special cases as travel advice or your options may change frequently. To assist you best, please include your departure date, booking reference/invoice number and airline in the subject line.
  • For latest foreign travel advice, please check the Foreign and Commonwealth website https://www.gov.uk/foreign-travel-advice
  • We would also like to assure you that your money spent on your travel is completely safe. Travel Trolley will provide you with all necessary assistance, alternative flight options, refunds or credit for future travel per the airline’s policy. Thanks to our ABTA membership and ATOL bonding, your money is secure.

Please rest assured that Travel Trolley is committed to providing you with the excellent service and support you have come to expect of us.