Travelpack Reviews 2,518

The worst experience of a travel company I have ever experienced with the worst customer service. I am now 4 months after they cancelled my flights to America for a family of 4 and still no refund. They have charged an admin fee for this and continue to tel me it will be 8-10 weeks. When I advised I now question. If I will revive this and i may need to go to my credit card if not they have replied and advised if I contact my credit card company they will give me another charge and delay my payment further. Can they threaten me like this?

Disappointed! - like many, my flight was cancelled due to CV-19. I'd been unfortunate enough to book flights with Virgin Atlantic (That's another story - but they were appalling in their handling of the refund & I'll never fly with them again). I appreciate that Travelpack could not refund me until Virgin refunded them first.

However, I got very little support from Travelpack on progressing the refund. I had to take it on myself to chase Virgin for the refund - and that was a crazy amount of time / effort & hassle to get resolved (as numerous people have found out to their cost). It took 4 months to get the refund from Virgin (legal requirements stipulate 7 days to pay a refund for cancelled flights!)

However, once I established Virgin had paid Travelpack the refund, it then took a further month for Travelpack to pay me the money (Over £1000) and numerous emails - eventually threatening legal action.

To add insult to injury, they took off a £29.50 'processing fee'

I know the initial problem was with Virgin taking 4 months to pay the refund - but then quite why it took a further month for Travelpack to pay me the money is a mystery. AT all times, I had to do the chasing both with Virgin and Travelpack. As a customer, you shouldn't have to work this hard to get back what you are legally entitled to. I appreciate these were unusual circumstances, but plenty of other businesses have managed to cope while still upholding good customer service.

DO NOT BOOK WITH THIS COMPANY!!

I was due to fly to America in April but my flights were cancelled for obvious reasons.
I contacted them to confirm this and they said virgin on offered a full refund minus their admin fees.
It would take 8 - 9 weeks to process...
This was in March. Its not Oct...
I've contacted them every week for updates with just copied and pasted emails even some the same they have already sent to me!!
I've told them I'm going to my bank for a charge back and they replied within minutes saying please dont do this as they will pass the charge back fee on to me... a small price to pay to get my money back!!!
Whats worse is they repeatedly said they are waiting for the refund from Virgin.. ive spoken to virgin and my refund was processed by them to travel pack in June!!!
Travel pack is a scam!!! I have reported them to the financial authorities once i received that information from virgin.

Still no refund for a flight cancelled in March. Same excuses as everyone else seems to be receiving. Constant lying about not having received a refund from the airline. Never use this company.

On 4/8/20, 08:26, I emailed Travelpack again as follows:
Re: [## 262424 ##]
(1) 4/4/2020 - you emailed me to say Singapore Airline had cancelled my flights.
(2) I paid £470.00, you said I could get back only £440.34 because of your adm fees.
Now 4 months later, I still have not received the refund.
I have no alternative but to invoke Section 75 with my bank and activate other options as necessary.

On 4/8/20, 10:37, Travelpack Travel Consultant Anita S replied as follows:
I have checked with refund team according to them refund will be processed by 5 th August.

Today 30/9/20, Travelpack HAS NOT made any refund to me.

Booked travel via Travlepack for Jun 2020 and for obvious reason I couldn't travel. A refund minus an admin charge was offered for which I have no argument. I was subsequently given confirmation that my refund would be with me no later than upto 10 weeks from the date of the refund (17.04.20). It is now almost 24 weeks and nota penny seen! There has been nothing but "Scripted" and "Text Book" replies to my numerous emails.Travlepack's handling of this has been nothing shy of weak and filled with nothing but delay tactics.

Very Shameful and an embarrassment to your own brand.

Booked a first class ticket for BA through them for April 2020 travel since they were 300£ cheaper, but the ticket was still 2.5k £. They agreed on a refund and asked me to wait up to 8 weeks. 16 weeks later they lied that BA did not return the money although BA told me in writing the money was back 6 weeks after. I then did a chargeback through my credit card company and was successful. Bunch of scammers.

I requested a refund in early May from a flight that was cancelled at the end of the month. First they tried to say I needed to accept a voucher but had to specify the new flight dates right then and there. I gave them three months and started chasing in August. The airline has confirmed they've refunded my flight to Travelpack, which has given me three dates when my money will be refunded, but on none of them has the money actually appeared! They seem to think their customers are stupid and that our money is theirs. Avoid!

My flight to Australia was cancelled by the airline back in May due to covid-19. I have been promised a full refund by Travelpack on 5 different dates but they simply come up with excuse after excuse on why they have not been able to make the refund payment. I appreciate these are difficult times for many companies but I would recommend you keep well clear of this company if your considering booking any kind of flights.

Cancelled in april still waiting get the same answer we will ring you back we got to speak to British airways my friend booked with a different agent but same flight got his money back months ago i can't see how British airways would refund some of the flight and not others staff are useless and just want to get you off phone as fast as they can soon as they know you chasing a refund do not use this company for anything

I have booked a holiday back in March with this company for May. Because of covid I could not flight and till now September I haven’t had my refund. This is a fraud as they keep saying to me I have all the emails that I will get the refund every day and more than a week nothing..
they are back company I have told to my friends and family to now book with this company.. better to pay more but book directly to the flight company.

Really bad.

They cancelled my holiday in may and have failed to give me a refund. Continually promising it in ‘a few days’. Both in emails and phone calls. Over 3 months later still no refund. Do not trust this company.

I have bought a plane ticket last year to fly in July but because of the COVID the ticket was cancelled.I haven’t even received any notification , I had to call them and only then I realised that the ticket was cancelled. I have been having lots of email and telephone calls trying to get my money back but each time they say “ sorry will get you the refund ASAP “ that never happened. It’s been over 3 month since they cancelled the ticket and haven’t got the money yet. Never trust them

I would rather give 0 star! Due to the virus my flight has been cancelled. I was told it would take 8-10 weeks to get a refund. it has been nearly 16 week and I am still chasing the company nearly everyday to get a refund. it is better to pay more and not waste your time with things like this. Also very rude customer service even though I was calmly questioning the situation.

I’ve had the worst experience with this company do not I repeat do not book anything with this company they are clueless their lack of communication is poor nor do they know what they are doing god knows where they are based in I have been waiting for my refund for over 5 months now I have not received a single payment from them utter disgrace TRAVEL PACK need to pack up and leave what absolute rubbish service FIX UP

Travelpack is yet to send my £1000 refund that I have been waiting for since April. I have spoken to the airline and they have confirmed that the refund has been issued to Travelpack. However, Travel pack keep denying that they have received such refund. At this point it has been 21 weeks since the refund request. Looking over the recent reviews, it seems a lot of people are on the same boat and I am in more doubt that the people I have been speaking to on the phone can be trusted. They speak to their customers in a very unprofessional way (shouting at colleagues while on the line and saying the airline is lying about sending the refund). I would be surprised if my refund of £1000 is given back to me this year.

The worst customer service I have ever experienced with persistent lies. I have been trying to get my refund for cancelled flight for almost 6 months with persistent chasing every week or so and I continue to get the same response that my refund is in the queue. They have received the refund from the airline and are holding onto the money that is legally mine. I have issued an ABTA complaint but they are reluctant to do anything at this stage despite the actions of the travel agent. Avoid at all costs

I will not be using travel pack again. I was told in April that my refund would be issued “within the next 8 weeks”. It has now been 6 months and I am receiving the same standardised email responses. I am owed £1000 which is a lot of money to me.

Its been 20 weeks and I am still waiting for my refund.

Initially blamed it on the airline by saying that they have not refunded the amount to them, eventually admitted that they have received the funds but dont have the workforce to process it and then gave me a day saying it will be done for sure, that too is a lie as I am still waiting.

It has been 17 weeks and still no sign of my refund. They started with asking me to wait 7-8 weeks, and then after that on numerous occasions they have asked me to wait a further 3-4weeks. I have been more then patient because I can understand we are going through something we have never been through before, but when they keep lying to you and you've got that money set aside to pay rent or essentials and never actually receive it, it has made me extremely distraught.

Especially, when the company you was meant to fly with was giving out refunds from the start. So why have Travelpack held on to my money?

The worst thing is, you are the one constantly waiting and having to reach out to ask where your money is, rather than them reaching out to you and keeping you up-to-date about things.