Trailfinders Kensington

I needed to book a flight for my eldest son. I could not book online because he's under 16.
(1) I came to the agent on High Street Kensington, only to discover that showing up in person will get you waiting longer. In spite of there being no queue, nobody, I waited 45' before anyone took care of us. They seem to prioritize people on the phone. The booking was extremely long (30') for a simple booking that would take 5' to book online. For the privilege of wasting 1h15' of my time, I also had the great privilege of paying high fees.
(2) 2-3 weeks later, I needed to change the booking for some unforeseen reason. Having learnt my lesson, I phoned the agent. After waiting 30' on the phone, I had to pay 21£ for the change (OK), but 50£ for the handling fee (again!), for something simple that would take 5' online.
Having not done a booking through an agent in years, Trailfinders has provided me with the clearest explanation yet of why travel agents are disappearing. It costs considerably more than booking online, and also waste a lot of your time.
I personally will never use their services again if I can avoid it.

Because I want to be sure about my transport from airport to hotel in Paris and I have peace of mind for my transport , I get a taxi from London but in Paris no one come to pick me up and I had only a hand writing phone number of driver as travel agency wrote it for me and this was wrong number as I asked of guidance in airport to call that number and help me as I couldn’t use of my phone and she said this number is wrong, so I was to airport and no body could help me because all my information was wrong, I was lucky that other person had taxi from same company so they call them to come and pick them up ,they saved me too. she had proper printed paper with all number and information from the taxi service very professional but I was like a miserable person in airport. 👎 I don’t know what could be happened if I didn’t meet them?!!

Phone booking only. Staff were amazing - knew how to do their jobs and how to do their jobs well. Many thanks to Laura and Martyr I will recommend Trailfinders to my friends .

I came in here as I had a slightly complicated journey to book to get to PNG. I had to wait quite a long time and then the agent said 'we can get you to Singapore but you will be better off booking the rest yourself'. I can get myself to Singapore - it's a 1st world destination, with direct flights from London multiple times a day. It was the onward connections I wanted help with. The next travel agent I went into was able to do it immediately without trouble so I wouldn't bother with Trailfinders, they only seem to want to do Skyscanner for you and charge a premium.

Open today (19th September)
Utter greed! For a man who has been knighted!
Where is your respect for our queen.
I see you are closing for 2 hours but you are keeping your phone service available.
You should be ashamed.
I won’t be using you anymore.

We visited Luke at the Kensington branch, to book our 5 month round trip to Bali, Australia and Thailand. We were pretty clueless but Luke was so helpful in helping us navigate the cheapest and best route. Hearing Luke’s experience of travelling Thailand put us at ease and his suggestions and tips were really useful. He didn’t make us feel pressured to buy tickets on the day as we had to do a last minute route change to fit our budget- but he stayed half an hour after closing to make sure we found the perfect route to pass on to the next advisor. Unfortunately we couldn’t book the flights that evening- however thanks to his help we were able to do this quick and easily in the Conduit Street branch. We just wanted to say a huge thanks to Luke for all his help and advice - would really recommend going through him!

I went into the High St Ken branch this morning to enquire about a proposed trip. I was told by the receptionist that an advisor would speak to me shortly. I was the only customer in the branch. I waited for about 15 mins listening to the staff at their various desks talking loudly and laughing. I told the receptionist that I was leaving. She gave me a thin smile, clearly unconcerned. I shall take my business elsewhere.

Have booked flights in the past but most recent visit was to take out travel insurance and purchase a new travel adaptor. Staff are very helpful.