TravelHouseUK
Reviews and Complaints

This Agency is allowing to get and been used your personal details, to brainwashed you. This Agency should stop, letting your agent from Pakitan used and get personal to your client. I would to warn people please don't trust this Agency. This customer service are based in Pakistan and pretend to be in UK. NELSON CRUZ real name Murtaza brainwashed my family.for his own benefits and let this Agency to do this.

I asked for a refund from the Travel House concerning ticket number E0713847728271, I was supposed to travel to Zimbabwe on 07.01.21.
I have asked for a refund from Travel House on 31.05.21 £364 was approved for refund. On 16.06.21 £69.90 was refunded to my HSBC account £294.10 is outstanding. I was told by Sarah Edwin(Travel House) that the way Travel House system works, only refunds to cards that were used when purchasing the ticket. I longer use the card I used to purchase the ticket, I asked Sarah where the rest of the money was refunded to, she couldn't help me and insisted the money can only be returned to the original card used to purchase. I am no longer in use of that card, does it mean I am losing the remaining refund simply because i am no longer using the bank card. Please help resolve this. The country i am intending to travel to is on redlist, i can not travel hence i have asked for a refund.

My trip got cancelled in march of 2020 when Ghana closed its borders to travellers from the UK. I contacted my travel agent and requested a refund as I was unsure when I would be able to travel again. That is when my hell began. The agent I had been dealing with did not respond to my request for weeks until I contacted FlynowPaylater the agency the payments were made through. They assured me that I was able to get a refund when the flight cancellation has been accepted by the agency. When I heard back from TravelHouse, the agent said they were unable to pay refunds as BA would go bust if they did. I found this very hard to believe and was proven right when my English girlfriend for whom I had booked the exact same journey for her to travel with me was issued a full refund when the flights got canceled. She did not even make the request or have to contact anyone. When I confronted TravelHouse with this information the agent said that I had agreed to a voucher for future travel and that is why I could not get a refund. This had happened only because he told me that they were not issuing cash refunds as BA would go under. I requested I get the same level of service as they had my partner and the agent just outright refused and got very passive aggressive with me on the phone. He proceeded to hand up the call when I informed him I would contact FlynowPaylater and a complaint for his behaviour. When I spoke to Flynowpaylater they said I can request the refund from Trvalhouse and there were no issues with me but could not pay me back directly. They said they would investigate the matter and there for the following 4 months sent me the same reply which said they would investigate and get back to me. When I eventually got hold of the agent dealing with my case at TravelHouse again, he stated that I was not able to get a refund because I had not completed the payments to FlynowPaylater and there was £12 outstanding. my partner had paid around £400 out of her £600 fee and she was fully issued a refund. The £12 fee for cleared as it turned out was an error on the system. When I got hold of TravelHouse the agent told me I could not get a refund because my flight was never cancelled so I cant get a refund but my partner who was on the exact same flight as me seated next to, her flight was canceled and she can get a refund. The agent went on to make some very ridiculous claims. I asked for the recordings of these calls and he said "they will issue me a voucher valid until 2022 and I can do what I want with that". My experience as a black man dealing with these companies has been completely opposite to how my white British partner has been treated. She experience no such issues and when they call her they are very apologetic and willing to go above and beyond for her while I am treated like a criminal for asking for my money back.

My son's flight was cancelled on the 24th June 2020 due to C-19. We have been in contact with the Royal brunei airline who told us refund should come from Travelhouse UK. I have spoken to agents called Chris, James, and Davis who said refund is available after 12 weeks. It has passed 12 weeks now and still no news from them. Whenever i ring and leave a message, no one rings back. I am disappointed with the Poor Service and I wrote a complaint last time I followed up the refund but even that has not been acknowledged by the Management. Very Poor Service. I will not avail their service again in the future. I have been advised to take it to the Ombudsman as I have emails from Royal Brunei that refund is the responsibility of Travelhouse UK. I am still waiting for refund and no one has contacted me regarding updates.

Goid afternoon Daniel,
I understand that you are the manager for travelhouse UK so therefore I am emailing you directly and hope that you can deal with my request with promptness.

I am emailing because iam rather un happy with the service. I am and have been chasing my refund due to me from my cancelled flight in April due to Covid 19 and lock down. We were due to go to Ghana. Ref NAQT5Y

I started this whole process of purchasing the ticket from your company which came under very good recommendation with Chris Kane.
Since flights were cancelled, I have been chasing and expecting my Full refund from travelhouse uk.

Now, I have spoken to Lufthansa twice and have been assured that refund have been issued out, so therefore my question is why it's taken your company so long to give me my refund and why I am being given the run around by your Collegue Davis as to receiving my refund and when. I started this whole ordeal with Chris Kane, and when he left, Davis took over.
Every time I have managed to speak to him, its I will call you back in mins, but mins becomes hours, days and weeks... this is not fair and not very good customer service.
I must say I am not at all impressed with the service I have been receiving.

To this end, I would really like for you to deal with this with promptness in getting my refund returned to me as soon as possible. I was told by Davis that ALL funds for all three passengers will be available by 10th August.
I also have on good authority that Refund has been given to travelhouse uk from June. So again, why is it taking so long to return?
I think I have been more than patient with all the run around I have been given.
Please could you have a conversation with whichever department to make the necessary arrangement to send through my refund.
I sent Davis a text, that if necessary, I can come to the office personally with my cards and wait to have the transfer made directly.

Please call me tomorrow, if you wish to discuss further.
Regards
Abigail Adjin Tettey
Email I sent on 13th Aug and till this day I have recieved a response from the manager.
I managed to speak to Davis and was assured the I would receive PART of my refund... only part... on or around 1sept2020... I am still waiting and have not even had a call or message to say why.
I am only writing this because I am absolutely fed up with the back and forth service I am getting or there lack of.
I am hoping that this will be tecieved and the matter investigated and dealt with. Thanks
Abi. tettey

I have ticket for virgin Atlantic going to Lagos on 24th March 2020, on the 18th I was inform that virgin Atlantic as cancelled fight to travel to Lagos, I called ur Travel house against I book with to cancel the fight since virgin Atlantic is no longer going on the 24th to lagos, i don't understand why your again would take £460 out of my ticket that cost me £1200 plus, claiming is from airline cancellation fee, I book another airline gone to lagose again for the 19th March 2020, your against ask me to pay extra £895 with my the money refund from virgin, I played all this making may I have played together is £2200 plus, I had to call him on the 19th to ask him to also cancel the emirate because new was carry that emirates is not letting lagos and other do changes of fight, to there destination, your agent again claim cancellation airline fee is £700 plus that airline will take from the money. I believe your agent has taking advantage and exploration due to covi19, I don't believe I should be charged over £1200 out of my £2200 plus flight dur to situation that is not my fault and is situation going on around the word affecting everyone. £1000 your again says can only be refund out of £2000plus, he claim I cant get it till next 10 to 6weeks. I am disappointed that ur company are taking advantages, taking money from people due to covi19. I want my right refund back because all this cancellation is not my fault and I have been your regular costumer, I don't believe this situation every counties are going through should be advantage for ur company to be reaping and taking advantage of people.
I would like reply back [protected]@yahoo.com

In May 2019 I bought a flight ticket to Johannesburg South Africa, than I realised that the month was wrong so I quickly called to ament the date. I was made to pay an extra £250.00.

The reason for the journey was to visit my sister who was unwell physically. So I missed my flight and went to the French airlines who were very helpful but I was not able to pay the business class. I told them that my sister was very unwell and she had taken to much time trying to talk to me. Despite the cost I was with my sister for 6 days only.

I then phoned the travel agent and I spoke to Chris, who checked for flights for the following day. Since I had over spent, my daughter in Canada had to pay for my ticket.

I eventually returned to the UK, 3 days later my sister passed away. AS you can see, I was so heart broken and all I was thinking at the time was I should have stayed longer and I had no money. I had no money to fly to Zimbabwe because a day after I left she decided to go and see her family in Zimbabwe.
I was so affected and started work yesterday. I a struggling as we speak.

So today I called Chris Kane to ask him to refund me the airport taxes. He told me that the complaints department emailed him and told him that there was no rotund because I had not reported this earlier. 1. How could I have had thought about the air ticket when I was grieving and confused. He then said that I should have reported within 4 days.

2. I phoned the French airlines who confirmed that the money should be refunded because that money is for the airport and not his company told him that the money we were talking about was for the airport and not the agency
3. He told me that I would not get my money after he had said they work my figures and see what I would be refunded. He asked for both the tickets and I told him.

3. I have emailed him but still awaiting a reply

Can this be resolved the sooner the better because if I do not get a reply, I will take this matter to someone who will deal with you on my part.

would like to raise a few concerns I have after I bought a ticket your travel agency

A few weeks ago I spoke to Eddy in the sales department to purchase a ticket from UK to Zimbabwe, I paid deposit for it and I was told I will get confirmation email same day, however it took over 3 days for me to get the confirmation that I had paid a deposit.

Last week I pain the full balance and was told I will get the ticket via email same day which did not happen again.

I then rang last week and spoke to Davis (floor manager) and I advised him that I want my money back because still I have not received the ticket and at this point I was thinking I was scammed. I was advised that they ried to send the ticket but I still could not see it and later we resolved that they were going to post the ticket to me by first class and I should get it the next working day, til today 27/06/2018 I have not received the ticket.

I called your company again today (27.06.2018) and requested to speak to Davis and I was shocked with the tone of his voice and rudeness. he kept on telling me that I am making things up and that he is fed up with everything. He even threatened me when I told him that I am going to write my reviews online regarding the service and company. To quote his own Words he stated "write anything online and you will see what we will do to you, we will come and get you" his language was very appalling and I dont know how such people could be a management position. At the end he even called me a "cry bay". About the threats I am going to report it to the police so please if I can have his full name because I only know his first name. I fear for my life and that of my children because he has all my details, name, date of birth and address. If anything happens to me and my family I know who is responsible and I need to notify police about it as well

Till now as I am writing to you I still have not received the ticket.

I wait to hear from you before I put my comments online regards this appalling service,

Regards

Dzingai Collen Mashonganyika

That 1 star is actually meant to be a Zero star. Reference Number: 90844.

1. This is the first time I would book with this Travelhouse Company. Got in contact with a guy named Niel on 20/05/17, he booked a ticket for me in March, 2018, l believed (which never happened as l went to check my flight ticket today on KLM website and what l got is my reservation ticket has been cancelled).

2. Paid a deposit on the 20th and to pay the remaining amount in january. Thank goodness l didn't pay the whole amount. This is a total Rip off!

My Point is Niel confirmed that my ticket was booked on the 20/5/17 (that was a lie as he only reserve seats for me to get a deposit) . He even sent me a confirmation email on the 20th asking me to confirm that all details are accurate which l replied back, immediately copying their confirmation team in the email.

Blimey! Only for me to go on KLM website to check and BOOM! Reservation ticket cancelled since 20/05/17.

2. Now the most interesting part is this: I phoned Travelhouse today, got in contact with a very disrespectful and rude guy (it's painful l dnt remember his name and he won't mention it the second time to me). He asked for my reference number: which l gave to him, he asked me a few details in a very disrespectful manner, and then said when is the final payment due, l said Jan.

He then said in a very disgusting manner : call Niel on Tuesday because he only made a reservation, and didn't book any ticket which has been cancelled. I was totally distraught, i said if I wasn't booked any ticket then how do l get my deposit back?

The next thing he said was: From who?
I said excuse me, He said do you want me to pay you? cos l can't. He kept talking on top of me shouting, then he banged the phone😌.

In my entire life, I have never met a service helpdesk so rude and disgusting and even bang the phone! Oh what an experience!

I am gonna follow this up with financial ombudsmen as they are not going to fraud me! refund back my deposit.

I have a serious complaint to make about Daniel Woods in Travel House UK London office. Really need you to sort this out for us as soon as possible.
So far, we have been in touch with both Trading Standards and the Citizens Advice Bureau and both will be happy to take our case. However, we are giving you the opportunity to put things right for us and hope that you will.

My name is Joanna Lloyd-Sontowski and myself and Mariano Dattoli have bought and paid for in full, 2 tickets to Buenos Aires via Turkish Airlines for £850 each.
These tickets were paid for using a total of 3 credit and 1 debit card.

The day after the transactions had gone through and we had receipt of our payment, Mr Dattoli sent (in a private email) negative feedback to Daniel.
Due to this, Daniel has now refused to issue Mariano's ticket unless a full explanation is given for the negative feedback. I too have not yet received my ticket.

The reason for the negative feedback was:
We had been advised that the link for payment could not be sent over to Mariano's sister in Argentina so that payment could be made;
this was not the case and payment was eventually made. Mariano feels that Daniel did not assist in the way that he should have as he offered no resolution to the issue.

We have both spoken with Daniel on numerous occasions and again today, 09-05-2017 and have given him an explanation as to the nature of the issue.
During the conversation today Daniel spoke over us, shouted at us and refused to accept anything we said and is now refusing to speak with us or issue our tickets.

Travel House UK is now in breach of contract and we are within our rights to seek lawful redress.

We really do not want to go down that path if necessary but feel that unless our tickets are issued within the next 24 hours, we will have no option.

Joanna Lloyd-Sontowski
Mariano Dattoli

I called up on saturday 7 jan 2017 to book my flights to johannesburg from 8 dec 2017 to 12 jan 2018 and spoke to paul, who was very pleasant and was happy to help. He first advised that as it was still a year ahead for the return flight, and it was not possible to book the flights so soon. I advised him that these dates were showing available on their website so paul advised that he would need to speak to saa on the monday 9 jan 2017 to do the booking and would come back to me on the monday.
Monday and tuesday came and went, so I sent him an email on wednesday looking for confirmation. No response. Left another email and message on his direct line to contact me. No response again. I then managed to speak to him on the friday and he said he had seen my emails and he would phone saa straight away and come back to me in 10 minutes.
I had in the meantime checked the saa website and it was possible to book the exact same dates but at a slightly higher fare but thought I would wait a few hours before booking, well I am still waiting for paul to come back to me.
No response by email, phone or anything. This is not customer service and people should not be able to operate a business like this. Travelhouseuk has now lost 2 return tickets and another potential 2 tickets to south africa.
Their loss!

Good morning

I am writing to complain about the disgusting manner in which I was treated by Jason Southgate.

On 16 January 2016 I booked flights to Cape Town with Jason for myself and my husband. I was very specific about the dates I required which was 2 April 2016 to 15 April 2016. I asked him several times to confirm that the dates he was booking were these dates and he assured me they were and he confirmed the fare at a total of £1160 for the two tickets on Turkish Airlines. Only then did I agree to pay a deposit of £100 to secure the booking. I asked him to email me all the details so that I could check that the names and flights were correct.

By Wednesday, 20 January 2016, I had still not received an email so I phoned and asked him again to send me the details. When I received the email that evening, I saw that he had booked the wrong dates. The next morning he phoned me back and said he realised that he made a mistake with the dates but then asked me why I don't just take the dates he has booked. I told him that I had not asked for those dates and that he needs to fix it. Later that day he had still not fixed it and told me that the price for the dates I wanted on Turkish Airlines had now gone up considerably. He then tried to insist that Emirates was a better airline and that he could get flights for me for £1372 but again I would have to change my dates. I told him that this was unacceptable and that I would like my deposit refunded as I would have to do this myself to ensure I got the right flights. He said this was fine and my deposit would be in my account by the next week.

By Thursday, 28 January, the deposit was still not refunded. When I phoned him, he said that refunds only get done twice a month and it would be another week before I got my money back. When I told him that I would now be out of pocket for another week, his response was: "You can just eat lentils for a week". He also said that its not the end of the world, it's just money and it's not like I can take it to my grave. I did not find this amusing and told him that he was being very rude and that he does not seem to care whether he insults customers or not. He then said: "I will take your comments seriously when I have time."

I was so angry and disgusted at his remarks and his attitude, I told him that he doesn't know the meaning of customer service and that he doesn't seem to care whether he messes up people's holidays or not and that he hasn't even had the decency to apologise. His responded by telling me that I need to get some civilisation in me and that if I am in a bad mood or having a bad day that was my problem and not his. When I told him I was going to complain he just said 'Ya ya' and hung up on me.

This whole process has been very traumatic and when my husband phoned and spoke to someone else there, we were shocked to find out that he was the manager.

Sold a ticket that I could have bought without a deposit a month later. Terms and conditions only provided after payment. Then when I took time off work because I had especially arranged with an agent, an appointment to call to complete payment I could not get hold of him. Could not obtain a complaint number despite asking to raise a complaint three times. Misunderstood emails due to language barrier and I still cannot get my complaint through to management. Do not use this company! I am reporting them.