Please call us on 02088434400. Our phone lines are open from 8am to 8pm. 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 urgent@traveltrolley.co.uk

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.

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.

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.

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

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).

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

You can call us anytime between 8am and 8pm. 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.

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

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.

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.

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

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.

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.

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.