Trailfinders London Conduit Street

This used to be our favourite travel agent and we have used them for all our big trips. However, they now only seem to be interested in selling cruises and overpriced tours.
Recently we went in there to discuss booking a RTW ticket and the agent we spoke to wasn't very helpful. Went from excited to deflated. Visited STA the following day and they said what we wanted was no problem and booked it for us.

Where do I start? What a star Matthew is!!! He is an absolute credit to Trailfinders. I booked a sabbatical from work and I went into the Victoria branch where I was super impressed with Matthew’s expertise, knowledge, but most of all his people skills. He understood my needs and requirements perfectly and took great care and attention to detail to set me up on a trip of a lifetime!! Absolutely buzzing to get going! Thank you Matthew once again :))

***UPDATE*** After initially leaving a 5-star review, I have been left extremely frustrated. I called in to query some elements about my trip and requested to speak with Matthew. This was on Monday last week, However, after waiting on hold for 45 minutes! I was informed he wasn’t available. Fair enough, no problem they must be busy right?

The next day I called in again (another 30 minutes wait) after I had received no response only to be told he had gone for the day, but he would be back in on Wednesday from 11.30am. I asked for call back asap which I eventually received (he left me a v/m) at 7.30pm! Only for Matthew to say he is off on Thursday but back in on Friday.

Low and behold on Friday after another 30 minute wait and no sign of Matthew a lady called Karina Bell said can she help? I said yes please, I want to clarify where my meeting point is in Rome as part of my G Adventure Tour as it hasn’t been confirmed anywhere in my itinerary? She replied yes your meeting at the Stella Hotel, I will send you a link now. After a few moments she sent me the link which again had no mention of my meeting point?

I then took it upon myself to call G Adventures, who are based in Canada. Again after another long wait I requested a call back which I received very quickly and efficiently by one of their representatives who advised me I am NOT meeting at the Stella Hotel!!! But elsewhere!!! Incredible to think that the lady at Trailfinders would give me the wrong meeting point for my 14 day tour!!!

I had just submitted a query to Matthew via Trailfinders (just before calling G Adventures) outlining what his colleague Karina had advised me and I also said I was disappointed by the lack of communication since booking my trip that had cost me a small fortune - I am now flying tomorrow, but you won’t be surprised to hear I haven’t heard back from Matthew or anyone from his company now that they have all of my money.

To say I am disappointed is a massive understatement! After my first impression which was excellent, I am now feeling somewhat deflated.

The service was excellent. The agent was helpful, knowledgeable and patient. It took all the stress out of booking a holiday.

Was contacted by them after giving them a poor review because it was impossible to contact them. I then had their usual five star service with great planning and fantastic prices. They are under a lot of pressure but trying hard to sort out their access problems. Have used them for years and they are normally wonderful to deal with.

Great customer service. Nowadays it's good to book through professionals in case of any problems. Peace of mind. Thank you Tom.

I've no idea what services this agency provides; it certainly isn't advice and correct information about other countries or information relating to them. They are good at reading out loud stuff anyone could read themselves on the world wide web. Having spent a great deal of money on two international holidays through this agency I now know how uninformed and inaccurate their information is. I would strongly recommend that you use anyone else. There's nothing this company provides which one couldn't do oneself better. In all my dealings I've found the agents having no personal knowledge of the places I inquired about and subsequently visited, invariably they got the information totally wrong; country currencies included. They are less than willing to help when things go wrong and getting compensation is a protracted joke. Tragically they used to be quite good. Ironically one of their proud assertions is that they sell gold plated holidays; what's wrong with solid gold ones, at least that wouldn't wear off. Jamie 🍍

Always found them excellent to deal with but when helping a friend recently I called trailfinders but the bmvoice recording politely informed me that I was number 47 in the queue. No thanks buddy, went somewhere else and got a good deal.

I first met Matt at the destination show 2020. He arranged a holiday to Canada for 3 weeks. Unfortunately it has been cancelled 3 times now. I have now booked a cruise around the British isles for 10 days. I have now received a refund for the remaining money from Canada. I would fully recommend Trailfinders for future Holiday.