TravelHouseUK
reviews and complaints

not at all happy with the service. when we booked 7 tickets to india, we had a lot of hassel but in the end booking was done. i had told to book also vegetarian food for all the 7 tickets and Robin said it has been done. so when we flew, air crew told us that no meal was booked and they didnot had enough vegetarian meal. so in we just had to eat roll and tea. secondly as it was stop over in Delhi, so i asked Robin that do we have to take our bags out or is it straight transit. He said that bags will go straight and you donot have to take out. what we ended up when we reach Delhi,,we have to take out our bags and again pass through all that security and there wasnot enough time also, as we had to rush about. so i hope we get some compensate by this poor service. still waiting for our refund of 35pounds as i told that we donot want voucher. we want cash. Hope this matter is looked seriously and get the reply as soon as possible.

I bought a 2 ticket via the agent Jack to travel to Zimbabwe in March 2020 for me and my daughter. Due to covid, the tickets where cancelled by airlines. I opted for a voucher hoping covid would go away soon. Voucher was issued. Covid didn't go away and in Oct 2021, I asked for a refund. Jack said he has initiated the process which he said would take a month. I had to chase Jack via calls and emails and ended up chasing Kenya airways myself. Jack would now ignore my calls and emails. In May 2022, finally, I was told my refund would be processed. I finally received funds in July 2022 but for just my adult ticket. My daughter's ticket was not refunded but [censored]ured me it would be sorted. He gave me an Refund request number which Kenya have mow told me is non existent. Jack still ignores my calls and emails. I have called and asked to speak to the manager but they refuse to transfer me.

I have email trails for all communications and can forward them on request.

Jack was all nice and friendly till the refund process began.

I bought a ticket for me and my daughter to go to Zimbabwe on the 12/12/22 . Boarding the @20:15 pm Uk time , arriving Dubai @07:10. As l was checking yesterday night, I found out that the boarding time as been changed to 13:55hrs pm. The airline sent this information in August neither Gordon or Travel house did not communicate with me to notify these changes. I don’t understand why l wasn’t notified regarding this change. This is very frustrating and disappointing.

I requested for a refund in regards to my purchased airline tickets for 2021 which we were not able to travel due to long term Covid illness. I requested this refund and it has been more than 12 weeks without a response in regards to my refund. I have repeatedly made calls to one of your agent's who has said that the refund is being processed, by still there has be no refund. l have also now called Ethiopian Airline, the issuer of the ticket, and they mentioned that they did not receive an application for refund of my air-ticket from your agency. Ethiopian Airline have stated that my refund should be done before 28 October 2022 for me to receive a refund. Please can you advise on my refund as soon as possible. As a customer l have not had effective communication on this matter and would take this to Complaints Department if not resolved, therefore, l would appreciate your co-operation for getting my refund. I have attached details of the tickets with all the passenger names and ticket details and emailed to [protected]@travelhouseuk.co.uk. Please can you kindly process my refund as the Ethiopian Airline has confirmed that they have opened the tickets to be refundable.

I look forward to hearing from you, my contact details are mobile number [protected] or email address [protected]@my365.dmu.ac.uk

Regards,

Miss S Maposa

I would like to file a complaint regarding the way my refund is being processed and poor communication with my agent Bill Cooper. I bought 3 tickets to go to Zimbabwe but we had a family emergency so we ended up cancelling the flights. Bill told me how much I was going to be refunded and when. Almost four weeks now, i havent received my money. He told me that you received my refund from Emirates. Why is your company holding my money?

I have paid for a return ticket to South Africa but due to bereavement, i have decided to seek a refund. I have been told it will be 3 weeks and l will only get £140. Now, how is that equitable under any circumstances. The original flight was Mar 2020 but fue to COVID announcement bt SA gvt, i could not travel in 3 days time. I paid £60 then later told in Sept, restrictions were still on . Cut long story short, l have no reason to travel given passing of my parents anyway and so requested a refund and been told l will only get £140?

I would like to make a complaint about the 3 tickets I bought from a member of your staff Gordon Smith. The tickets were for trip to Nigeria in April, for my partner, sister and I.

I completed making payment for all the 3 tickets in the bank account Gordon provided.

I called Gordon several times to confirm the payment I made but he never call me back.

On the 30th April, I called him again and insisted that I will not hang up the phone that is when he said he can only issue 2 tickets instead of the 3 tickets I paid for in full weeks before departure. Gordon then insisted that I should pay additional money before he can issue the 3rd ticket for my sister.

Furthermore, he did not explain that, the ticket that I had paid the additional money for was a standby ticket. We did not know about it until when the airline staff explained to us at the airport as we were checking in at the airport (Heathrow) counter.

I have all evidence of the payment I made in Gordon's account and all the emails I sent to Gordon during the process of paying for the tickets. Being that this is your generic complaint website, the information I have has my personal details and therefore would appreciate if the staff that would manage the compliant case to send me their work email and I would send the evidence across.

I hope to hear from you soon.

I am highly disappointed with the way the Agency is dealing with my refund. Your Agent G, has not responded to any of the emails regarding my outstanding refund of £500.

We booked to travel via your Agency to Senegal via Royal air Maroc , but the flight was cancelled due to the pandemic. Alternative flight options was offered but a higher cost, so we declined and requested for our money back.

Furthermore we were made to pay an additional £100 Covid insurance to protect us from this type unexpected situation because of the global Covid situation.

At this point we got no further response or correspondence from your agency regarding our refund.

Fortunately Barclays Bank was able to retrieve the £1500 paid via the Visa card. The outstanding balance of £500 paid for via Mastercard is still outstanding. I sent an email to your agent, but as usual it was ignored.

I am happy to provide all email correspondence sent and Received from Travehouse in relation to the matter.

Michael

[protected]@yahoo.co.uk

I booked a flight to South Africa which was canceled due to it moving to the red list. I had the option of rescheduling or requesting a refund, on this occasion I requested a refund. This request was put in 2nd December and to date 09/05/22 I have not had a refund. I was given the timescale of 3-4 weeks at most and called BA. They advised refunds were given within 7-8 days and 3-4 weeks at the most and couldn't give me further information and that I had to speak to my travel agent. This number was provided by the travel agent to contact BA and guessing they knew I wouldn't get my information. Something is wrong here and believe Travelhouse are withholding my refund

I booked return flight for two to Zimbabwe over the phone with one of the agent. He sent me the bank details to pay and I paid. I only received the itenarary. He confirmed receipt of payment as I waited to receive my ticket. I did not receive any tickets. I sent three emails to the agent to find out about my tickets and there was no response. I called several times and I kept getting a message that he is busy and never called back. I managed to speak to someone who said that agent was not available and to my suprise whilst I was questioning my ticket. I was passed on to him immediately. He then told me that flight was no longer flying according to my flight arrangements. He said I can get a refund or fly the following day. I wanted to confirm about my leave before making the decision whether to take a refund as suggested or to make a top up for the following day as suggested which felt unfair. I sent an email on that very day and asked for a refund. The agent said I couldn't get a refund because the flight is offering vouchers only to Travel house or flying the following day with same conditions but had to pay top up of or £25 each which made it £50 extra. I am so much anxious that they may cancel again and I will end up buying very expensive last minute ticket and yet I had planned well in advance. I am now stuck because I have to pay extra and I don't have tickets and I can't even get a refund to plan my journey on time

Dreadful experience dealing with Travelhouse Uk...totally un-contactable and if something goes wrong you are on your own. It is difficult to understand who actually OWNS the business (agents are variously called Amber, Davey, Davis, Joe... None of these are real names!) One said they are owned by some other company called Moresand Ltd which is basically the same India or Pakistani based booking agents... Again when it goes wrong (and it will) you will simply lose your money.

I am in dispute over an agent called Amber who failed to respond yo my re-booking requests for weeks and weeks and who then materialised and said she was on holiday. I lost my holiday time slots and now. The fault is with the irresponsible and lazy agent I was dealing with and trying to get a refund based on this individual's appalling service is tricky, since neither she nor anyone else will clarify who her employer actually is!

Very unpleasant experience... And unclear if they are ABTA/ATOL insured which means this company are putting the public at considerable risk.

I am waiting for Travelhouse UK, or Moresand Ltd... Or whoever they are to refund me because their agents have cost me time and delays.

Really really dreadful people to deal with. It looks cheap but I assure you it will cost you in the end when you learn they are far from a legitaimate and trustworthy organisation.

You will NOT get a refund if something goes wrong...!

Happy to send my correspondence with rude and objectionable people if needed.

[protected]@hotmail.com

my husband was travelling back to the UK and had a rather long stopover in Dubai. At boarding in Harare, he was informed that due to the length of his stopover, he would require a visa. As the network in Harare would not support a call, he texted me to let me know the situation, at which point I called Travelhouse UK explaining the difficulty. David, the travel agent stated that he would need a visa because of the long stopover, however when I asked "was this explained to him?", David got upset and began to raise his voice and talk over me, claiming I had accused him of not doing his job - which I most certainly had not. In trying to make sense of his demeanour, I asked if there was any evidence that my husband had been informed of this requirement - David stated that there were calls for evidence as well as whatsapp texts. I reminded him that I did not have access to these to try and resolve the situation, and that it would be helpful if he could provide these, to which he said he could not release them to me. I agreed with this, and proceeded to ask him to release the evidence to my husband who would in turn pass these on to me himself so we could find a way forward, the next thing David stated something to the effect that i shouldn't "try to be smart!", and cut the phone. Not having received any help, I called back and was transferred to him again - I asked him why he had said that to me, and explained that this was not good customer service at all, and that I had personally worked in customer service and would not treat a customer this way. He continued to be belligerent and accusing me of offending him with my initial question. I stated to him a number of times that I hoped that this call was being recorded. He also repeatedly accused me of lying about having spoken to my husband via chats as a direct call could not be supported, which was rather inappropriate. I informed him that I had been a customer with your company for many years and had actually introduced other customers on the back of the good relationship I had had with yourselves over the years, and was at a loss as to his behaviour which was totally out of order, however there was no reasoning with him as he had gone out of control. I even stated to him that if he had indeed found my question offensive, all he had needed to do was express this instead of deciding that the best response was to go on the offence, however that fell on deaf ears and he continued to speak over me and yell that that was the way he operated. In the end I could only shake my head and laugh at the incredulity of it all. His behaviour was totally unbelievable to put it mildy, and in no way beneficial to your reputation as a company we as a community have come to rely on as a trusted brand over the years!

I bought 2 return BA (British Airways) tickets to Ghana for the 8th of December 2021.

Due to a sudden poorly condition of my child and COVID restrictions, I had to cancel my flight before the 24hour period for any cancellation of flights.

I notified the agent on the 6th December 2021 which he confirmed that he had applied for the refund and would be in touch soon as it had been received.

I was told again by the agent that I would be charged a cancellation fee of £200 for each ticket when the refund of £1,997.00 is received from the airline.

After a month since they never got back as promised, I made a follow up upon several attempts via phone calls and was told they had not received any refund from BA.

3 months down the line and the same back and forth story of unreleased refunding from BA I am being told by the agent.

He asked me to contact BA directly with my ticket number to query the hold up of my refund.

BA told me that since the ticket was purchased through TravelHouse, they are supposed to do the chasing and not me. (I have a recording of this conversation).

I have run out of patience and have to resolved to reporting TravelHouse to all avenues that can help me get a full refund.

£50 is owed to me for a flight reservation I made with TravelHouseuk. Payment was taken from my bank account on Monday 31 January 2022. I then emailed the travel agent, namely Ken Douglas, informing him to cancel my booking. I sent the first email on 3 February, followed by a phone call on 4 February. He claimed he had not seen my email and he asked that I re-send it, which I did on the same day. Upon no acknowledgement of my emails, I emailed again on 9 February, this time copying in their customer services. Up until today, I have heard nothing from neither Ken nor any customer service representative. I am claiming this refund due to the fact that on the initial email sent to me by the travel agent, with my booking details, the company states that refunds are permitted for un-ticketed reservation/booking, which is the case with my reservation. It's the lack of communication on their part that irks me.

I would to complain about how the agent handle the matter after the customer was denied boarding. He was not working on Sunday and we were told to wait for him. That was upsetting to know that no one can deal with the matter until he comes back on Monday. Meanwhile what should we have done book a hotel wait for him? Monday he never called the whole day. He only call me just before he knock off after I have requested someone to call him. This was an agent matter but he never treat it as such. I am really disappointed to say the least.

Turkish airlines ticket booked through travelhouse, cancelled due to not being able to travel due to covid. No refund forthcoming from agent Jonathan and very little feedback. He assured me that the refund would be finalised on 24th December and I have had no reply from emails since. Very frustrating as turkish airlines are usually quick to refund.

I bought a ticket in March 2020 to travel to Zimbabwe but did not do so because of travel restrictions i then rescheduled for October this year after paying the cancellation fees topping the fee to £630, but failed to travel again due to Covid .
Travel House then agreed to make it an open ticket, i called Travel House to book for 7th of January 2022, Jay told me of the offers they had with Qatar Airways £598 to Zimbabwe i took that up and told them i have an open ticket worth £630 he immediately put me on hold to consult.
The result was shocking they made me pay £393 so on the 7th of January am flying for £1023 can travel house please explain.

Bought 5 tickets to travel to Zimbabwe in Dec 2020 (£2584) couldn't travel because of Travel Restrictions. Called Travel House to change tickets to March, paid additional £404 fir this change and still couldn't travel. Have now decided to travel in Dec and am being asked to pay £1890 for Dec tickets bringing total paid to £4878. Going on Ethiopian Airlines directly the same Dec tickets are costing £3866 today 15.10.2021
I feel I am being taken advantage of and am being exploited.
The agent we are dealing with is not being helpful at all.

I bought an air ticket to fly from Heathrow to Cape Town, South Africa. flying on the 4th of May and returning on the 14th of July with Turkish airline.

When I got to the airport Turkish airlines told me that my travel agency had given me the wrong information regarding the luggage allowance. In Mark Benson's email he stated that I was allowed 2 bags checked in luggage with a total of 23kgs each max. Turkish airlines told me that I was only allowed a maxiimum of 20kgs a case, totalling 40kgs. I was also 3 kgs overweight which I paid myself. I tried to phone Mark but he wasn't in the office and the person I spoke to was absolutely no help and just said they'll phone me back which they didn't. I had to pay the extra kgs. I emailed Mark and he said that I would be reembursed. He eventually said that I could have the amount off my next air ticket. In the last email he told me that he was only giving me £85 off my air ticket but wanted to charge me £599 for a ticket that is only £539 elsewhere. When I phoned him about this he was annoyed and told me to go to another agency if I didn't like it. It was my problem with Turkish Air and not his.
Since then I've telephoned, emailed and phoned Travel House UK and I still haven't heard anything from Daniel Woods the manager. I spoke to Mohamed who said that he will get Daniel to phone me back. I'm still waiting.

The direct number to Mark Benson is [protected]
[protected]@travelhouseuk.co.uk
Thanks so much
Patricia van Heerden [protected]