Travel Unravel

Do not use this company. We had to rearrange our flights due to COVID lockdown and they were a nightmare. I was always promised a return call to sort flights and additional costs and didn’t receive. They charged several hundred £’s per person over the ticket price to move it. I was told by airline that they weren’t charging the additional costs, but Travel Unravel denied. I escalated with a Manager and was laughed at. In the end they had us over a barrel so had to pay or forfeit flights completely. I have never received such poor service or felt the need to give a poor rating to any company before this.

WARNING - DO NOT USE THIS SERVICE, it is a rip-off and appalling customer service if there is an issue. The travel advisor booked my return for the wrong date despite clear instructions, they then charged me to change the flight at an additional cost of £900! I have tried to speak to a manager but they will not put me through. I wish I had read the reviews first - seems like this is an issue faced by many people

Having googled the number for Emirates after an email notification of a flight change my elderly mum rung who she thought was Emirates. But no. It was this “company”. After 2 hours on the phone being told she had to pay £298 in “airport taxes” to change her flight. She paid up. Only then was the name Travel Unravel mentioned. By this point she was flustered and pressured. Once I heard what had happened and on advise from her bank she rung back the next day requesting a refund which was point blank refused as they’d had to pay the money in “airport taxes” to Emirates. Which Emirates say is not true.
Words cannot describe the disgust I feel at my parents being taken advantage of like this. This company should not be allowed to trade. I will be taking this further with ATOL. DO NOT GOOGLE COMPANY PHONE NUMBERS.

Do not use this company!! They are a nightmare to deal with, they are absolute crooks. Grace is the rudest person ever she should not be in a customer service role. We have never received such poor service and been told so many lies, due to government guidelines banning travel our flights had to be cancelled, the airline promptly refunded them in full which we found out on our own at first they denied and then after several calls and threats to contact Visa they agreed but still they kept our money for 2 months and still had the audacity to take a fee off our refund. We will never use these ever again!! Do yourself a favour and dont use these people you will regret.

Absolutely excellent service provided by Albert. He was so patient and methodical in finding me the best flight bookings based on my circumstances. Would highly recommend and will be using again in the future.

I’ve called so many times to resolve my flight issue and each time I’m promised that someone will phone me back or send an email. At this stage I have received no email though they promised it’s sent. It’s not in my junk folder either. I contacted the airline who are willing to refund or give me a credit but it appears travel unravel are the ones refusing. I have discovered I have cancer and need urgent treatment and I don’t know how long the treatment will take. I just hoped to get a credit but so far no one will return my call to help me figure this out. I’ve left at least 4 messages and called countless more times. Avoid this company!!
Update: as of now (months later) I have received a credit and communication, and so far I have a new flight reserved. If all goes well with my new flight I will update my review to reflect this.

I have booked my flight with this company but had to cancelled the flight due to the quarantine rules in Malaysia and advised the agent well in advance. I was told that I can only receive future credit note and not cash refund ! (This is not true according the the Covid rule and the legal advise I have received). I called few months later to extend the credit note they have offered and only upon my call they advise I can get cash refund but only partial cash refund (I assume they have collected the full fund from the airline long time ago as BA was penalised for not providing cash refund to customers due to Covid). Following my call they also sent an email to me regarding the partial refund. I have called to ask for refund but not partial refund. At no point contact was made with me earlier to advise that I am entitle to any cash refund (they just want me to book another flight with them with the future credit note). Today I was told I will receive only £126 cash refund and I have paid £560 towards my ticket - not partial after all. So I am going to make a complaint to the manager tomorrow and would like to see how this will be resolved as I want my full refund which is permitted under Covid rules but never received the correct advice on this matter from this company and i will update this review upon my discussion. I will take this to Atol if I am not satisfied with the outcome and also will make claim for all the stress they have put me in the last 2 years!!! Please keep away from them best to book your flight directly with airline. The company is also so unprofessional and would not assist their customer to make a complaint even though this process can provide improvements to their service delivery, this is base from my interaction with the staff member when I requested for complaints details from staff member, the staff member advise don’t bother with requesting refund just go and make complaint to Atol!
If only I can give no star that will be a true reflection of the company.

I would like to complement Albert for his professionalism and incredible patience in helping me rebook my flight from the UK back to Kenya on the 15th February 2023. He reconnected with me on two occasions after the initial flight had been booked: the first time to give me a quicker and more direct flight to Mombasa and the second time to give me the option to reschedule, free of charge because of my uncertain medical appointments. I am most grateful to him for his care and understanding. Thank you again Albert.