Emailflights Reviews 3,479

awful service
no replies whatsoever, awful customer service and want to withhold £150 in admin fees. do not use.

Awful company! We booked a holiday to Bali via Skyscanner which stated email flights provided the cheapest deal (only if booked through sky scanner), therefore if we were to accept credit from email flights we would end up paying significantly more for the same holiday. Due to Covid-19 the flight is now cancelled- which should have been the worst of it. Now email flights are stating that due to us wanting to cancel, they are charging £75 PER PERSON for admin fees whilst also stating it will take 6-8 MONTHS to be refunded, what exactly am I paying for? I was skeptical to book through this company initially and should have avoided at all costs- profiting off a pandemic- shameful!

We had to cancel our flights in March as we were booked to transit via China and our final destination issued a ban for all incoming travellers via main land China two days before our departure. We were charged the standard £75 per person fee, which is honestly not even the worst part. I understand how their business model works and accepted that risk when booking via an online travel agent. The main issue is that we were confirmed we would be issued a refund before the pandemic was even declared, and were told at the time that it would take 14 weeks to get our money back. It's now been over four months and there is still no sign of the £1,000 we are owed. We haven't been communicated anything, nor that there will be further delays or what is happening with our refund. It goes without saying that we haven't been able to speak to any of operators once. I want to try to be understanding, travel companies are in a difficult position at the moment, but that doesn't justify this complete lack of communication or clarity on your website or from your operators.

Emailflights left us stranded abroad, didn't reply to any of our calls or emails requesting alternative flights back home or a refund. Therefore they broke their duties and responsibilities towards us under EC261 regulations.

My son was booked to go to the USA in March and the flight was canceled we emailed them and just had a automated email back this was 28 Days ago they have been refund for the flight so it should not take that long to refund us they are a joke would not use them again we need someone to look into this company

DO NOT USE this company they are trying to make money out of covid-19 cancelled flight, charging £75 per person admin fee on your booking and charging premium rate number to call are not contact customers and making it very difficult to get a refund are also saying it will take 14-16 weeks for any money to be refund.

It is totally laughable that emailflights have such a good rating on here. I wouldn’t be surprised if they were fake accounts. I have STILL not received a refund, they are quite happily holding on to customers money when the airlines clearly state we are eligible for a refund. You can’t get hold of them and they are charging ridiculous admin/telephone fees. In comparison, BA refunded my cancelled flights in less than a week.

Absolutely a waste of time, I know that current circumstances are not presidential but to be totally ignored is shameful, we have send numerous emails but to no avail, I have quoted that under EU laws what we are entitled too, but yet again you are even ignoring this and think you are above the law.
I have reported this company to the UK Government through their complaint service.
All I can say is the fat cats are sitting there nice and happy whilst us, your customers are having to have added stress into our financial circumstances during these unprecedented times. You have now closed your phones lines, which was also being charged at a premium rate to get even more money! And we can only correspond via email which you are choosing to ignore.
I would never use your services again as the way we have been treated is horrendous, we would even pay extra to go elsewhere.
All I can say is do not book through these, as soon as they have your money, you are just a number and they do not care.

If you are one of the many of EmailFlight's customers affected join the facebook consumer action group. Search for:-
Emailflights. Consumer action for Covid-19 refunds and travel disruption.

facebook
groups/172475327372985

A group for people who are having issues with Emailflight's handling of the Covid related travel disruption. Specifically: -
No Refund
Bad service
Admin fees
Charged at PREMIUM RATE for their customer service line

UPDATE 23/09/20
Its been 6 months since my flights were cancelled and they still haven't done the decent thing and refunded me in full. I am still in going through the chargeback process through my credit card. This might still go to the small claims court

Update 12/11/20
Chargeback successful but many other people still waiting for theirs. This company trying every dirty trick in the book to hold on to peoples money. Search Emailflights on Facebook to find our group and read other peoples experiences

Edit 15/04/21- As the air travel reopens I wonder how many new customers will be ripped off by these crooks. I hope they see this read down, see how they treated their customers before and avoid them.

An admin fee of £75 per person is disproportionately high, especially as emailflights.com got refunded in full by the airline. In addition their helpline is an expensive one and the waiting times are long. Refund timeframe given 6-8 months. Booking with them was not worth the couple of quid we saved on flights, an expensive mistake to make. Will be booking directly with airlines in future.

Wish emailflights would respond to emails or comments on here since this disruption, they responded many times before it . Customers just want to know whats happening about their refunds or credit notes for cancelled flights due to no fault of their own . You have got to sort this as your business reputation is being severely damaged.

Please avoid, totally understand the pandemic as working each day in NHS but, was left hanging in Australia, no one answered the phone or emails. Had to book another flight home at £850. Have spent 6 weeks trying to contact them to get any sort of refund to just be ignored. Finally as told no refund for at least 6/9 months for a settlement figure then they would charge me £75 just for helping but I could accept another flight home (I can’t came home last month) or take their voucher for a trip home in the next two years!!!. This means that they are taking the cash we claim back from the airlines, banking it and then refusing to pass it on. Go straight to the airlines - you actually have no rights or support with these travel experts even though they show ATOL (only help if these people actually go bankrupt and you've booked the whole holiday through them).

Part of our flight was cancelled by Singapore Airlines. emailflights didn't bother contacting me about it despite placing on their website notice saying all customers who's flights were cancelled will be contacted shortly. Several times filled form on their website in order to contact them. Eventually got respond very similar to what others received. Person who replyed to me Amit was very dismissive and uninformative about my situation. Basically whatever I asked him he never answered my query. He just sent me generic reply I believe pretty much similar to what evertone else got.
I believe what they trying to do by adding £25 fee is illegal. That's how they trying to minimise loss of business. Eventually customers who used this agency will have to rebook their flights in order to get their money back. And voila! Everyone will have to pay them more... genius.
There is a website aireclaim.com who guarantee you full refund from any agency or airline, but they charge you 25% of ticket value.
Funny enough Singapore Airlines to those who's flights were cancelled offering £40 bonus on economy and waiving all rebooking fees. But if you booked through emailflights you get nothing. Lesson learned - never book through agency. Deal directly with Airline. Airlines have lots of obligations, agencies don't. You pay maybe bit more but at list your money safe.
Message to emailflights cause I know they going to reed this: ("Please do the right thing. You don't need to benefit from customers vulnerability and inability to control things in pandemic situation. You got your fees from selling tickets already. Rebooking flights won't cost you a penny.")

Terrible service, not helpful at all. They are trying to charge us admin fee for a flight that airlines cancelled. (£25 per.person) I will never ever book with them again. Don't book with them if you want to save your time and money. And now they reported my review as they don't want people to know the truth. I have all the email chain proving what I wrote!

Emailflights took my payment, we had no flight due to flights cancelled by the airline. someone still has our money, emailflights do not answer the phone, one of their numbers is a premium number (cost me ££££ just hanging on). they will not refund (via message after many days) and surprisingly, Barclaycard will not either!!!! Barclaycard say I must deal with the retailer/agent/emailflights who do not answer the phone!!!
Do not pay any money to this organisation under any circumstances. Organisations are showing their true colours right now.

Absolute scammers. After BA cancelled our £1200 flights we requested a refund from emailflights. They took 3 weeks to respond and when they did they said we must pay £150 to get a refund and it would take 6 months to process! We spoke to BA directly and they advised they are not able to do this. Never use this company, they are profiteering from us which is disgusting during these awful times. Will be involving trading standards and my bank to get a refund.
Also the last couple of 5 star review are so obviously the company itself trying to cover up their misdemeanors. They have even tried to report all the 1 star reviews from honest customers.

Scammers. I bought a ticket from them. It charged me and did not send me the ticket. Afterwards ticket was still available on their website (even though when I was buying it it said that it was the last ticket on that flight). They don’t pick up their phone or reply to their emails. They say that they will reply to emails within 21 working days, still no reply or refund. They won’t pick up the phone either

My flight has been cancelled by Singapore Airlines but Emailflights have been telling me my flight is still showing as confirmed. I have written numerous emails requesting my money back and they tell me it will still cost me £75 in administration fees despite it not being my fault. I am unable to rebook as circumstances have changed. They have also said it will take six to eight months to process my refund which I find totally unacceptable. I will never use this company again and will advise friends and family to stay clear. I guess it’s a lesson learned but shame on you Emailflights!!! I have even asked for the complaints procedure so that I can make a formal complaint before taking it to ATOL. You know you are in the wrong. I guess you don’t want repeat business from anyone.

Just like everyone else, took them a month to even respond, then was sent a default templated e-mail. They have a line on their own website: "We’re also working with travel suppliers to provide maximum flexibility for our customers. We are working with various suppliers and ground handlers at various destinations to fast track waiving change or cancellation fees." Yet they still charge their own what jokers.

£75 admin fees per person to cancel and up to 8 months to refund the money. What a joke.

Not a good time to be a cowboy and I hope everyone remembers this after it all blows over.

I booked flights to New Zealand for I and a friend so we could surprise our friend who lives in New Zealand and is missing home. First we booked through a company called GoToGate, our flights were cancelled as there was a stop off in China, which was fair enough and we were kindly refunded within days of the cancellation.
We then spent an extra £300 each to book new flights through a company called Emailflights. Our flights with them were cancelled a month ago. I had no communication from EmailFlights to let me know that my flight had been cancelled and I found out on the airline (thai air’s) website. I emailed emailflights as soon as our flights were cancelled asking for a refund, which under article 8 of EC regulation 261/2004 should be received within 14 days.
It took them a whole month to reply. In their reply they told us that the refund would take 6-8 months or more (the ‘or more’ part particularly confuses me, because that could mean we get our refund any time within 6-8 months, or it could take the rest of time). They are also charging a £75 per person admin fee for their terrible service.
I decided that I’d talk to them on Twitter about this, and they blocked me. Through twitter, I have found a large group of other disgruntled customers. Everyone who has spoken out against them is getting blocked.
This companies Trustpilot and other review pages are littered with fake five star reviews, every 5 star reviewer only has one or two reviews on their account.
We also had to pay an extra £5 each when booking the flights to be ATOL protected, despite everywhere else I’ve booked flights offering ATOL protection for free!
I am self employed so not earning, my friend has just lost her job to the coronavirus and we were very much counting on this refund as money is super tight!