Aerotravels: most-reported complaints
Automated analysis of 329 public Trustpilot reviews published 2020-01-12 to 2026-09-07. TrustScore 4.9 from 3,275 total reviews — see the Trustpilot page. Quick answer: is Aerotravels legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that Aerotravels support is unreachable, accounting for 27% of the 44 identified complaints. Overcharging is the second most frequent issue, cited in 23% of complaints, while misleading pricing and other concerns each make up 20%. The trend for support issues is rising, whereas overcharging remains flat and the other two categories are falling.
How to reach Aerotravels
These are the contact details Aerotravels publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone +44 203 983 9653, address Jubilee House, 3 The Drive, Great Warley, Brentwood, CM13 3FR, GB.
The company claimed its Trustpilot profile on 2019-09-19 and last replied to a negative review on 2025-12-16 — more than six months ago. Trustpilot ranks it 35 of 203 in Travel Agency. We last checked this profile on 2026-09-24 and found 9 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 4.5★ on Google (126 reviews)
TrustScore over time
4.9 → 4.9 across 14 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (11%, 2.0d) · 2026-08-18 (11%, 2.0d) · 2026-08-21 (11%, 2.0d) · 2026-08-24 (11%, 2.0d) · 2026-08-27 (11%, 2.0d) · 2026-08-30 (11%, 2.0d) · 2026-09-02 (11%, 2.0d) · 2026-09-08 (10%, 2.0d) · 2026-09-11 (10%, 2.0d) · 2026-09-14 (10%, 2.0d) · 2026-09-18 (10%, 2.0d) · 2026-09-21 (10%, 2.0d) · 2026-09-24 (10%, 2.0d).
Severity: 45% of this company’s 44 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 9.2 days between the experience and publishing their negative review (42 reviews record both dates).
Measured reply time: across 32 negative reviews that received a public reply, the median wait was 45.3 days — the company profile reports an average of 2 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 32 company replies to negative reviews analysed, 41% engaged with the specific problem and 19% were generic templates.
Review provenance: 209 company-invited reviews in the recent window average 4.96★, while 123 organic (uninvited) reviews average 4.85★.
39% of its 318 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unreachable makes up 27% of this company’s complaints vs a 18% median across 96 ranked companies in its sector.
Review velocity: 739 of this company’s 3,275 Trustpilot reviews (23%) were written in the last 12 months.
What are the most common complaints about Aerotravels?
Support unreachable
12 reports · 27% of complaintsrising since 2025-06“They still cannot get my refund back or arrange my return flight to UK also did not answer to my call or continuous messages”
1 reader marked this review helpful on Trustpilot.
“later they charged me £445 and will refund £305 in 2to3 week but still I didn’t receive my money.”
1 reader marked this review helpful on Trustpilot.
“Takes 4 weeks to get a response.”
The company replied on 2023-04-26: “Hi David, we are sorry to hear about your negative experience with our company. We apologize for any communication issues and delays you may have experienced in obtaining your refund. We would like…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
Overcharging
10 reports · 23% of complaintssteady“we asked for refund but he said hell charge a fee he tried finding another deal but asking for more money”
The company replied on 2020-09-10: “*With reference to the same complaint of Saira Bibi* Replying to the experience your auntie had once again we appreciate you voicing your concern and understand the frustration on the same complaint…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
“later they charged me £445 and will refund £305 in 2to3 week but still I didn’t receive my money.”
1 reader marked this review helpful on Trustpilot.
“I was informed that I could not use the money I had paid, and had lost it all.”
1 reader marked this review helpful on Trustpilot.
Other
9 reports · 20% of complaintsfalling“Rex has supposedly set up this company and after checking with companies house no company exists.”
The company replied on 2020-02-12: “Hi David, we are extremely apologetic for the inconvenience caused by missing your call, however your booking was completed and all documents were sent to you on time. Still we apologize as our…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“THEY ARE VERY UNPROFESSIONAL AND WILL CON YOU OUT OF YOUR MONEY”
The company replied on 2022-01-26: “Hi Moid, we have gone through our records and we haven't found anything related to you booking with us, please provide us more information on the booking you made with us. Regards, Team Aero Travels”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Gerrard booked wrong date on inbound, since we lost £ 800 each.”
The company replied on 2024-01-12: “We apologize for any confusion regarding the change of your flight date. While we understand your request to change the date without a fee, please note that airline practices and industry standards,…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Misleading pricing
9 reports · 20% of complaintsfalling“took my payment confirmed all is booked and called her next day saying sorry that deals gone”
The company replied on 2020-09-10: “*With reference to the complaint of Saira Bibi* Replying to the experience your wife had once again we appreciate you voicing your concern and understand the frustration on the same complaint made.…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
“took my money then called to say its not available”
The company replied on 2020-09-10: “*With reference to the complaint of Saira Bibi* We appreciate you voicing your concern and understand your frustration. We are deeply saddened and extend our sincerest apology you having faced with…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
“we were not informed we had to pay for our seats, in spite of paying over £5000 for 4 tickets.”
The company replied on 2024-11-14: “Hi Yasotha Nallaiah, We want to extend our sincerest apologies for the dissatisfaction you experienced with our service. We deeply value our customers and strive to provide the highest level of…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
8 reports · 18% of complaintsfalling“Not only did they fail to secure my flight booking, but they also went ahead and canceled it without any valid reason.”
The company replied on 2024-11-16: “*With the reference to the complaint of Lee Ann Bloom* First and foremost, we deeply regret that your experience with us did not meet your expectations. we sincerely apologize for any inconvenience…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“For weeks now I have been waiting for a solution to my problem from them and they have not solved my problem.”
The company replied on 2024-11-21: “Hi Ruchira, We sincerely apologize for the inconvenience you’ve experienced and for the frustration this has caused. Your feedback is important to us, and we are committed to resolving any issues you…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“they pass the blame to the airline dont inform when your flights are disrupted”
The company replied on 2023-04-26: “Hi Clive, we apologize for any inconvenience caused due to the disruption in your flights. We assure you that we strive to provide the best customer service possible, and in this case, there was a…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Not as described
5 reports · 11% of complaintsrising since 2025-06“we were not informed we had to pay for our seats, in spite of paying over £5000 for 4 tickets.”
The company replied on 2024-11-14: “Hi Yasotha Nallaiah, We want to extend our sincerest apologies for the dissatisfaction you experienced with our service. We deeply value our customers and strive to provide the highest level of…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“no special meal arrangements were made for my children”
The company replied on 2025-03-08: “We accept we have been at fault while we regret that you had to experience such an unfortunate and distressing situation. We sincerely apologize for the inconvenience caused to you and your family.…”
Our classifier read this reply as a substantive response.
“hotels that were booked and sold as "central" locations were not central at all”
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-08.