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3.6 14 Reviews

STA Travel Complaints Summary

9 Resolved
5 Unresolved
Our verdict: With a good resolution rate, STA Travel generally handles customer issues well. However, it’s important to be proactive. Familiarize yourself with their processes and services. Reading through various customer experiences will provide valuable insights into how they handle complex issues.
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STA Travel reviews & complaints 14

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6:02 am EST
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STA Travel I would like somebody from travel start to call me urgently as I need to confirm my booking and I am worried I may not get a flight.

After tons of emails and whatsapp messages I eventually got hold of Travelstart. I have to rebook a flight that was cancelled due to covid. I need a link to make a payment but there is no number to call nobody answers whattsapp or emails. The service is absolutely terrible no customer service at all. The given address for the agency is no longer in use and every telephone number is unavailable.

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8:41 am EDT

STA Travel refund not given

I payed for a trip in September 2019 the deposit and signed the contract and in January I payed a further r20 000 for our trip to Thailand. On the 16th of march I was promised that I will get the refund for cxl my trip due to the covid 19 pandemic. After I informed them about the cancellation they said that the terms and conditions now have changed and that I will only get a travel voucher valid for 18 months. I said no I want a refund and ever since then I did not hear a word from sta. I just want my money back as we had a contract and they broke it.

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4:12 am EDT
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STA Travel reissue of airline ticket booked with philippine airlines pr 218

Booking Number 2912591 with Sta Travel Chermside 07 [protected] phone number Contact Manager Phoebe
We paid and booked for 3 Airline Tickets in July, from Cairns to Auckland leaving 261217 PR218, we were advised in September Phillipine Airlines had pulled the flights out of Cairns.We had the option to fly via Sydney to Auckland with Qantas who took over the booking, however only 2 Tickets have been issued my ticket ie [removed] and [removed] to date.My daughter's still has not been issued her Name is [removed] . Her ticket was on a Triple 000 ticket booked through STA TRAVEL through another agency so I have been told today by the name of AVIA International Germany contact phone number is +498955253373through a Rep who is overseas it appears. Her booking Reference is [removed] . I have been phoning Sta Travel every week as to why her ticket is not issued as the Qantas flight we are now on is getting heavily booked. She is to travel with us on QF0925 Cns to Sydney 26/12/17 departing at 10.55
QF0149 Sydney-Auckland departing at 17.55pm
I just keep getting excuses that it is Philippine Airlines fault, I have phoned them several times and they have advised me it Sta Travels(Booking Agent) that has to issue, I paid my monies to Sta Travel Chermside who say their hands are tied and have tried to follow up so I have been advised., However I need tickets as we are leaving in 8 weeks and 8 weeks have passed and still no outcome, just keep blaming. I have phoned Qantas again and they say they can see a seat is on hold but not ticketed.I just want this matter resolved. I live some 28 hours away and have been in constant phone contact every week and still no progress

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Our verdict: STA Travel has achieved a rare feat of perfection in legitimacy, as per the rigorous analysis conducted by Complaints Board. This achievement underscores STA Travel's position as a benchmark of trust and quality within its industry. Users and clients of STA Travel can engage with its offerings, confident in the knowledge that they are dealing with a top-tier, fully legitimized company.

STA Travel earns 100% level of Trustworthiness

Perfect Trust Endorsement: STA Travel achives 100% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for STA Travel. The company provides a physical address, 17 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

The age of STA Travel's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

We looked up STA Travel and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

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9:32 am EST

STA Travel STA Travel cancelled my flight and won't return my money (SCAM)

I booked a flight with this scam company, and when I turned up at the airport a day later, I was told by the airline that the ticket was fake. I contacted STA Travel and I was told I needed to send a copy of my bank account and passport, if I wanted the ticket. I couldn't believe their demands - I was at the checking desk! When I got very angry, their customer service representative actually laughed at me.

I ended up making the journey back to the hostel I was staying in (over an hour drive away). When I called a day later - shocked that this company not only cancelled by ticket but also took my money - demanding they refund my money, I was told the same. 'Send us a copy of your bank card and passport.'

I have since contacted their head office in the UK, and of course, was ignored. I contacted them through ABTA, who were not very helpful. I have received a message saying my bank would have to reclaim the money, if I didn't want to send them a copy of bank card and passport. I have since contacted the police who advised me not send my information. The police also recorded it as a fraud.

I am still waiting to have my money refunded - it's been 5 months. My bank cannot reclaim from their end due to the time it's taken - even though I contacted them about the matter over 2 months ago after I received my crime reference number from the police.

I am now going through the police route to try to get my money back.

I would advise youto AVOID this sham of a company. I really don't know how they can try to pull something like this. It's a scam and not a business. You just wouldn't buy a dress from a retailer, have the retailer take the dress back and refuse to give you your money back, but at STA Travel that's exactly what they do!

Avoid, avoid, avoid! Unless you want to turn up at an airport in the middle of the night and be told your ticket is fake, and spend the next 5 months chasing your money!

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1:41 pm EDT

STA Travel Booking based on false information

I was misled by STA and it cost me $400! Apparently they are only required to tell you what cities you can pass through in Asia on your way to Europe. I was very clear that I was interested ONLY in stopping for a single night of sleep in ANY Asian country en route to Europe. I was looking for a location with the cheapest accommodation and a schedule that would let me land, got to a hotel and sleep, get up and leave the following day. I was told Singapore was my "best bet" and believing her, I took it. The flight landed at 6AM and left again the following day at around 11:30PM. Singapore accommodation is expensive even for a 12 person dorm and I would have to wait around after a 12 hour flight to heck in and then wait all day and night to fly our again. I eventually decided I had to change and insisted that she double check that there was nothing better. There was! A airport hotel in Bangkok cost $25 for a lovely single room with airport shuttle service and a flight was available that got me in around dinner time and out around lunch time the next day. The Singapore flight that she assured me was my best bet was possibly the worst. Yet I had to pay $388 to change my booking simply because I trusted her. I will NEVERuse them again.

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9:06 pm EDT
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STA Travel Money Paid = End of Service

I was furious with STA Travel for a number of reasons. I booked a trip to Central America with STA to visit 7 countries over 3 weeks which was very ambitious but they assured me it would be fine. I was booked onto a tour for my first 2 weeks after which I had 7 days to travel 4 more countries alone using a Bamba Pass they sold me which states it requires a minimum of 7 days. This is absolutely ridiculous. I told me tour guide my plans when I got there and he amongst many others said it really is not possible. The only possibility of getting through these countries was to spend the entire time on a bus and therefore not seeing the country at all! My shortest travel day was 12.5 hours and longest 16. I was on a bus the entire time. STA travel shed no sympathy on my situation when I contacted them and offered no help.

Prior to this they also booked me an airport transfer to collect me in Mexico which never turned up. This was all done through another agent as mine seemed to disappear as soon as I'd paid all the money. They also gave me a cash card to use aborad stating it works everywhere but I ended up using it perhaps twice as nowhere accepted it.

They forgot to inform me that I had no where booked to stay my first night and no airport transfer. I pay a travel agent to do all this for me and they sat back and let me realise it for myself very last minute.

I was appalled at their lack of empathy and shocked as I have used STA before and they dealt with everything. You have to be very careful when booking with one of their advisors as whilst some are extremely experienced and well travelled etc, some have no idea and are completely clueless... they just want to make a sale.

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10:58 pm EST
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STA Travel Customer Service

I had been working on booking an around the world package for several days with STA Travel. I had a strict deadline to abide by during this time. I called up the STA Boston office and spoke to a representative named Eric. I told him I was working on an around the world trip with another agent. I told him it was vital that I be called back before the end of the day as the shop was closed for the upcoming holiday season. He never provided the message to my representative. As a result, I had to start my search completely from scratch. This apathetic customer service was appalling especially considering the amount of money I was going to spend with the firm. Please proceed with caution if using this firm or this representative.

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5:52 pm EDT
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STA Travel Terrible Service And Poor Support When Stranded Abroad

Myself and four friends have recently returned from a round the world trip booked through STA Travel in Portsmouth. During the trip, STA Travel had failed to correctly book a flight for the four of us from New Zealand to Fiji. We had to seek accommodation for a few days, as it was a weekend and STA Travel were closed in the UK. Eventually we spoke to them on the phone and they charged us £244 each to rebook our flights, and advised us to make a written complaint to claim this money back.

We did complain, and after a lengthy process, where they admitted to the ticketing error, we were offered only 50% of our expenses (£163).

I then complained to ABTA, who took almost a month to get back to me, and then their response was to tell me that I could pay for their arbitration services.

We are already over £400 out of pocket each, and considering that they admitted to the error, I'm pretty gutted by their response. I can't believe a company can get away with this sort of thing.

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L_Anders
Canberra, AU
Jan 23, 2012 5:42 am EST
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Straywasp - STA Travel UK seemigly only employ incompetent ###s, as I have encountered. I will no longer use them or the Australian company either. Unfortunately as there are no consumer groups to help in this case you have to shop elsewhere. An Airline and Travel Agent Ombudsman really needs to be available as all carriers and Agents operately differently and are never held accountable, it seems the customer comes last although we are the main money maker. If the Company made a mistake, and admits to this, they should be held 100% accountable and refund accordingly. If you were sold a faulty item from a store, they refund you 100% therefore agents should do the same. We need more accountability in travel - even when you purchase insurance or fares that are fully flexible there always seems to be a catch. It's unfair and unregulated. It needs to change. Hopefully my issue will be resolved (I wandered to this site after googling STA travel complaints service), however after reading your story it seems that even if it is technically resolved, you are still out of pocket and unsatisfied. It makes me think 'why do I bother'...

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Ant at STA Travel
London, GB
Oct 28, 2011 9:07 am EDT

HI straywasp, my name is Ant and I represent STA Travel. We're sorry if your experience with us was not as positive as should be expected.

On review, you have followed the correct procedures, and I can only add that we welcome feedback of any kind, via our Customer Service channels. You can find the link here: http://sta.travel/uxWNHr

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5:59 pm EDT
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STA Travel Deceptive Sales Practices

Hello,

The STA Travel Office at 52 Grosvenor Gardens in Victoria is misleading customers with their advertising. I was told by the customer service clerk that they had the "cheapest" deal on holidays. They also have many posters offering refunds for lower pricing. On this basis, I booked a holiday.

When I got home, out of curiousity, I searched and found a holiday with the same parameters I stipulated for £200 less.

STA Travel are saying that because it is for a different 3 star hotel, that they will not refund me the money. I said that I did not specifically ask for that hotel and that I was given false assurances. The manager told me that I should not have trusted anyone in the first place.

I think I deserve a full refund and an apology for having my time wasted. They have refused.

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8:10 pm EST
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STA Travel Appaling Customer Service and unwilling to offer any form of help after they medded up my booking

Having paid 1000's to travel to New Zealand with my partner all seemed ok, until the booking agent STA forgot to amend my flight home. I paid for and agreed that this would be done in April 2010 however we are now in December and my flight still hasn't been changed. Our current details state that we should be leaving New Zealand 27th December however we can not leave until April. STA are not responding to any of my emails or calls. They seem to think they can just palm me of with "its not my department, contact..." People pay allot of money to see the world and you pay a "professional" company to assist with this, putting your trust in them and they leave you stranded. If anyone knows of an email for a senior member within STA I would be very grateful for the contact details as i currently seem to be writing to a Customer Service team who ignore and offer the opposite.

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Ikku
Thornleigh, AU
Sep 28, 2014 6:48 am EDT

My daughter bought an Sta travel pass..bad decision! Not usable in every ATM, does not work for instance in the Netherlands if you want to top up your public transport card. My daughter's pass got stolen in Italy and she requested a new one after the stolen one was blocked. Sending one oversees was not a possibility so she send it to us and we send it through to the Netherlands where she was staying at that time. The new pass did not work and said she reached her daily limit. Attempts to communicate via phone and email was unsuccessful: they kept promising that it was an utmost urgency every time, but nothing was done. This week I threatened with the ombudsman and their response was that they would send a new card within 24 working hours (?) to the address she was staying at. Wonderful...a few hours later we got an email to say that they have told the department involved into these situations and it is of the utmost importance to solve this quickly. I end a not very kind email back to say that I want it solved...Now we are a few days down the track and STA travel hasn't responded. I ended up sending moe y oversees to a family member who is going to give it to my daughter, which will cost me a bit of money, but at least I know she will have access to it! Don't use STA travel cards...they are to much trouble

wat_the_HELL
wat_the_HELL
, NZ
Sep 02, 2014 12:25 am EDT
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What you need to do is call the STA Travel 'Head Office' and sort the issue out with them.. try this number [protected]

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lmm79
, NZ
Jul 07, 2014 5:03 am EDT

STA TRAVEL is terrible. I bought a package deal with them and I missed the first flight. Even though the flight crew (malaysian airlines) were happy for me to buy just the first leg, I ended up having to buy the whole package all over again. So I effectively paid for the same seats twice over. I have spoken to Malaysian Airlines and was told that I can get my money back from STA Travel, STA Travel New Zealand is ignoring me and haven't paid me anything back.

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EleniPap
Birmingham, GB
Apr 21, 2014 8:45 am EDT

I have had similar problems, it's not ten mistakes made that anger me, but the atrocious customer service and unwillingness to deal with their issues

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straywasp
, GB
Oct 12, 2011 5:46 pm EDT

This is very similar to the problems I have been having with STA Travel. It seems that once they have your money they really don't care about service, or if you even fly anywhere successfully.

Their complaints procedure is a total shambles and they basically ignored every point I had made.

Good luck

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12:38 pm EDT
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STA Travel Incompetent and Lazy

I am a frequent traveler, and I used to always choose STA Travel whenever I booked a flight because I liked the student tickets they offered on their website. As I booked my last flight, I made a mistake and called STA Travel to change the flight. All I got was an arrogant response that STA Travel does not rebook flights, and that the airlines I booked with would say the same thing. All I could do was cancel the flight and book a new one (the fee was almost as high as the ticket itself). I immediately called the airline and heard the complete opposite. The airlines told me that they have no access to the ticket, and only STA Travel can change the flight by calling the airlines. I was shocked when the airlines told me that STA Travel was probably trying to get rid of me or just too lazy to rebook the flight. After several calls and written complaints, the customer service finally said that they could change the flight, but by then all the flights on the date I needed were gone. In the end I had no choice but to cancel the flight. It cost me just as much or even more that if I would have booked directly with the airlines. I chose that it is not worth the money and hassle to ever book with STA Travel again.

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Nick Snook
Lymington, GB
Mar 19, 2013 9:09 am EDT

I recently booked my flights with STA and i have to say it will be the last!
I originally booked for a 3 week holiday to Australia and i have recently jacked my job in so i want to go there for 3 months, i rang STA Travel (i can think of another name to describe them but i will keep it clean) to discuss with them about changing my flights i was I'mmediately told that i can't as the tickets i have with them are non changeable and non refundable although it says on the itinerary that I'm able to change them which is apparently a miss print! So i pushed to speak to the manger who was as helpful as a chocolate tea pot and VERY patronising. She was very unprofessional.
So i decided to ring the airline and ask them if i could change my flight to which there reply was "yes" but its down to the discretion of the tour operator so it was back to square one for me. I got straight back on to STA Travel and after telling them the airline said i can change my flight. They changed there tune and said i can "upgrade" up grade to what? Oh you can change your flight? but it will cost you half the price of the original ticket! No thank you and good buy.
AVOID AVOID terrible company with terrible customer service!

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Beckenbauer
Watchet, GB
Oct 21, 2010 11:57 am EDT
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Yes you are correct. In my experience, STA Travel are pretty incompetent, and NOT 100% honest with their customers.
My son is on a budget 12 month world tour starting in Nepal for a Everest trek, then flying on to Beijing.

Before he flew out, STA were informed that his flight from Kathmandu to Beijing was cancelled. They could have contacted him to inform him, but took so long about it, that he had left the country.

As he had arranged the Beijing flight with STA, you would think that they would provide an alternative one free, or at least at a basic trade cost.

Oh No! The flights offered, I could get cheaper from Expedia, without taking into account the refund from the cancelled flight. My wife and I were passed from pillar to post amongst their so called management team, just trying to sort this flight. I booked a flight with them, paying an extra £153, only to be told at least an hour later that I would have to pay another £150 to secure it. A flight with Expedia that morning would have cost me £375 total. STA wanted £325 on top of the £220 my son had already paid. I got so fed up with their incompetence in the end, that I told them to stuff it, and I booked through Expedia at £407.

The £220 my son paid STA for the flight seems to varying from a £220 refund to a £180 refund. One girl I spoke to said they had already received this refund from the airline, whilst another person I spoke to said I would have to wait months for the refund as they had yet to receive it, and he was not sure how much it would be.

Take my advice, stay clear of this mob if you want a stress free trip.

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11:37 am EDT

STA Travel Fraud

I booked flights to India totaling 855 pounds. STA without my consent changed the original main flight i had booked for 600 pounds (with Kingfisher Airlines), to a flight for 350 pounds(with Air India). STA told me that the change in Itinerary was a flight reschedule but this was false - STA changed the booking to a completely different Air Company; the change was made without my permission/consent and what is more for a worse Airline on what would be the cheapest flight deal if I had booked it myself. I had to chase managers/staff over the phone for a day during which time I was repeatedly lied to with reference to changes in my booking (i.e. told flights had been canceled/rescheduled when they had not been); I asked several times for a full refund so I could go elsewhere, but was ignored. Finally, when I got through to the branch Manager STA had already changed the Itinerary and put the booking through; which must amount to fraud, as these changes were without my consent and are also 250 pounds short of the original flight value (as they re-arranged the flights with a cheaper company). STA did not refund my money and I refused to accept the revised itinerary they tried to force me to accept, and I refuse to accept their lies. I have missed a wedding in India for a close friend because of this; and I have had no positive feedback with reference to return of my money/compensation. This has all been very distressing and awful.

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iamherenow
Lockwood, US
Dec 25, 2011 8:45 pm EST

I don't know what people's problems are really. I see Fraud and Scam all over Complaintsboard, If you have a problem with a company, try and solve them. You bring it to complaintboard and you give them a bad name. And then let the opportunity pass for other people just because of your bad experience with them. Every company has it short falls. Be it a travel company or a retail outlet. People complain from flight cancellation to not having refunds. You called STA Travel a Fraud Company because they refused to refund your bookings. Could it be that, the flight you booked was a non-refundable flight. And i see on here, people saying, you might be a relative of the company. Well yea. If I am or am not what benefit do you derive from it. Get you scammed or you Miss the opportunity of a lifetime and continue being scammed. Am out.

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9:36 am EDT
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STA Travel appalling

I booked my ticket with sta travel in Canberra for Mexico to leave in January and return at the end of June. I paid 3060 dollars for the ticket; equivalent to 6 weeks of pay, working full-time. I arrived in Mexico without a problem, and it wasn't until my trip home that the problems began.
First of all I arrived at the airport 3 hours early to catch my flight from Mexico City to LA- 'i'm sorry miss we have no record of you booked on this flight'-
'no i booked this flight in September you must be mistaken'
'No we have no record of you on any of our systems.'
I arrived back at the house i was staying in and had to wait until 9 am Australian time to call sta travel.
'No your ticket here is different to the one we have'
Eventually the emplyee said because the mistake had been on the end of sta travel.
He told me he'd call me back but eventually i called 5 hours later.
He could get me a flight from mexico city to LAX. The ticket from LAX to Sydney was a little more dodgey and he gave me a confimation code with Tahiti airlines saying if i called them- they would know what i was talking about.

I got to LAX and was flying Tahiti airlines through Tahiti, New Zealand and Aukland-
I went to Tahiti Airlines where they said without the paper ticket from my travel agent they couldn't let me on board the aeroplane. Crying by this stage.
I went to Quantas where Ali an employee found the cheapest online rate for another ticket, let me use his mobile phone to call my parents and phoned Tahiti Airlines. We were unable to phone sta travel as it is not open on the weekend.
My dad bought another ticket for 1140 US dollars. And after being stranded at the airport for 13 hours i got home. The next day we compiled all the documents we had into a formal complaint we mailed to the branch of sta travel. A email was returned by the emplyee in question that it was not his fault,
then we added the email to the complaint which we sent to head office.
'We will get bac to you in 3 weeks time' Nothing, and its been five weeks. The behavior of sta travel has been disgraceful towards my family and I. I frequently travel to Mexico, but never would i book anything with them again. I would recommend no one ever makes the mistake of trusting them with any sort of travel arrangments, or duty whatsoever. They have no concern with customer service.

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1:48 pm EDT
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STA Travel Arrogant and BAD Service provider

I was hoping to purchase an annual ITIC card. Due to some issue on the application policy, I proposed to the service personnel to mention to the company to review its policy. And the service provider arrogantly told me:
"We are a big company!"
"We are not interested in customer's feedback."
"We don't send back your documents if you are not buying the card. You have to come to our office to collect the documents. Unless you buy the card. Then we will post it to you."

STA is a big company I can't denial. But does that give the company rights to be rude and uninterested to improve? These days, BIG can collapse too!

BTW, the service provider is not a Singaporean. Good customer service is viewed as a serious matter in Singapore.

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statravelsucks
, SH
Mar 15, 2011 7:27 am EDT

STA Travel SG is terrible, their customer service is pathetic, they are completely ignorant about travel in Europe, and are extremely arrogant about STA being a big company. Bought a Topdeck Tour at the NATAS fair 2011, being told that it would definitely go through. Only to find out later after having bought the air tickets from them that the tour had been cancelled. They were extremely unhelpful about changing the flight return destinations as we had to change travel plans due to their poor communication with Topdeck. Really disgusted with the service provided by Ameer, NEVER GO TO STA SG!

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Gipsy
Sydney Metro Area, AU
Jul 29, 2010 8:05 pm EDT
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I had a very bad experience with STA Travel in Australia. They made a mistake with my tickets and sent me to the wrong airport so they promised to pay for the taxi that was going to take me to the right destination. However when I sent them the invoice they denied they offered to pay for it and I had to spend US$350 extra for a mistake that they made.

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Lucci11
, SG
Jun 16, 2010 3:43 am EDT

I absolutely agree with you. I was promised that I can collect my Eurail pass from them today and they actually told me that they don't have it because it was raining so heavily early in the morning and they can't bring it over. My wasted trip aside, when I ask them to promise me that the pass to be delivered tomorrow, they said they can;t promise because if it rains again, I'll have to wait even longer.

This is COMPLETELY RIDICULOUS to think that STA customer service works around the weather and it's not even typhoon or earthquake, it's JUST RAINING!

Completely disappointed with the STA with its lousy and I will discourage any other with booking with STA in the future

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A. C. B
Canberra, AU
Aug 03, 2009 9:38 am EDT

sta travel is a joke. their customer service is pathetic. their attitude is appalling. i would not be sad to see them go under, and their staff sacked.

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Phone numbers

1800 781 4040 134 782 More phone numbers

Website

www.statravel.com

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