Exodus Adventure Travels: most-reported complaints
Automated analysis of 305 public Trustpilot reviews published 2024-07-09 to 2026-09-01. TrustScore 4.9 from 5,675 total reviews — see the Trustpilot page. Quick answer: is Exodus Adventure Travels legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, accounting for 30% of the 56 identified complaints. Misleading pricing is the second most common issue, cited in 20% of complaints, followed by other concerns at 16% and unreachable support at 14%. The trend for unhelpful support and other issues is rising, while misleading pricing and unreachable support are falling.
How to reach Exodus Adventure Travels
These are the contact details Exodus Adventure Travels publishes on its Trustpilot profile, as of our last check on 2026-09-24 — it publishes no phone number there, address Exodus Travels, Platinum House, UK, KT6 4BH, GB.
The company claimed its Trustpilot profile on 2019-08-06, uses Trustpilot’s paid features, and last replied to a negative review on 2026-08-24. Trustpilot ranks it 19 of 148 in Tour Operator. We last checked this profile on 2026-09-24 and found 15 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 1 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. Recent thread titles: “E: 26/12 Win 1 of 2 £6,000 8-day trips for 2 to Finland (John Lewis/My Waitrose members)”.
Elsewhere: 4.7★ on Google (0 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 (87%, 0.4d) · 2026-08-18 (87%, 0.4d) · 2026-08-21 (87%, 0.4d) · 2026-08-24 (81%, 0.4d) · 2026-08-27 (88%, 0.4d) · 2026-08-30 (88%, 0.4d) · 2026-09-02 (88%, 0.4d) · 2026-09-08 (88%, 0.4d) · 2026-09-11 (88%, 0.4d) · 2026-09-14 (88%, 0.4d) · 2026-09-17 (88%, 0.4d) · 2026-09-20 (88%, 0.4d) · 2026-09-24 (88%, 0.4d).
Severity: 9% of this company’s 56 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In April 2020, 90% of 31 one-to-three-star reviews were 1★; in November 2023, 29% of 14.
Counted from April 2020 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 9.6 days between the experience and publishing their negative review (198 reviews record both dates).
Measured reply time: across 259 negative reviews that received a public reply, the median wait was 1.7 days — the company profile reports an average of under a day. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 259 company replies to negative reviews analysed, 59% engaged with the specific problem and 23% were generic templates.
Review provenance: 174 company-invited reviews in the recent window average 4.77★, while 147 organic (uninvited) reviews average 4.95★.
27% of its 290 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 unhelpful makes up 30% of this company’s complaints vs a 31% median across 122 ranked companies in its sector.
Review velocity: 1,204 of this company’s 5,675 Trustpilot reviews (21%) were written in the last 12 months.
What are the most common complaints about Exodus Adventure Travels?
Support unhelpful
17 reports · 30% of complaintsrising since 2026-01“I then asked for a call back which im still waiting for but now its taken so long i have missed out on the offer”
The company replied on 2025-02-25: “We're genuinely sorry that you've had such a frustrating experience booking with Exodus. We'd love to help out, but unfortunately don't have a name or booking reference from your review. If you…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Last two trips I had to chase them for info and then send repeat emails to get a response.”
The company replied on 2025-01-03: “Thank you for taking the time to share your feedback. We’re truly sorry to hear that your recent experiences have not met the high standards you’ve come to expect from us, especially as a loyal…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Exodus have failed to communicate with us (or generally via their website) and won’t entertain moving our trip.”
The company replied on 2026-03-16: “Thank you for sharing your experience, David. We’re really sorry for the stress and frustration this situation has caused, particularly with the sudden disruption through Doha. We appreciate how…”
Our classifier read this reply as a substantive response.
Misleading pricing
11 reports · 20% of complaintsfalling“we had been the first to book and had paid the full price whereas at least four of the 12 strong group had paid much less”
The company replied on 2024-12-13: “Thank you for your review, Antonia. We hope you enjoyed your trip to Vietnam, but we're sorry you were left disappointed about the price you paid for the trip. Regarding third party bookings, such as…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“balance on invoice following the deposit payment was over £400 higher than quotation figure”
The company replied on 2025-03-27: “Thank you for reviewing your booking experience, Julie, though we're disappointed to be made aware of the mistakes made with your invoice - we totally appreciate why this will have knocked your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“i was not extended the 20% discount that is being offered for all European tours”
The company replied on 2025-02-19: “Thanks for taking the time to review your booking experience, Rita, though we appreciate it will have been frustrating not to be offered a discount you had thought was running. Our sales team leader…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Other
9 reports · 16% of complaintsrising since 2026-01“pretty unimpressed that the full cost of the holiday has to be paid four months in advance”
1 reader marked this review helpful on Trustpilot.
“confirmation of booking took weeks”
“still waiting for requested flight details.”
The company replied on 2025-10-27: “Thank you for your review — we’re really pleased the initial booking experience met your expectations. Regarding the flight details, our team is currently working through a high volume of enquiries…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Support unreachable
8 reports · 14% of complaintsfalling“my trip has been cancelled”
The company replied on 2025-06-16: “We were concerned to read your review about your Exodus holiday in Morocco, Pearl, and immediately contacted our local operator to investigate. We understand that there was some initial uncertainty…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“Trying to book a trip no one picks up the phone!”
The company replied on 2026-01-21: “We're sorry you're having trouble getting through to our team. January is a busy time for our sales team as we get a huge number of booking enquiries, but it's disappointing you haven't been able to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“After some time no reply. Emailed twice again still no response.”
The company replied on 2025-04-14: “Thank you for taking the time to review your experience travelling with Exodus, Gwyn - it's fantastic to hear that the trip itself was great, we hope you came home with some unforgettable memories of…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
Not as described
7 reports · 12% of complaintssteady“The images of home-stays showed individual wooden bunk beds with their own space, not, as transpired, a thin mattress on a hard floor”
The company replied on 2025-10-08: “We’d like to thank Victoria for her feedback and are sorry to hear that her experience did not meet expectations. Our Customer Services team has been in contact with her directly to discuss the…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“I was allocated one of the dismal basement rooms in the Exodus chalet, which was dramatically inferior to the other bedrooms.”
The company replied on 2026-08-13: “We're genuinely sorry to hear that your accommodation in Chamonix did not meet your expectations, Catherine, and that you remain disappointed with the outcome of your complaint. We understand a…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“nothing on your own as they are few and far between”
1 reader marked this review helpful on Trustpilot.
Hard to cancel
3 reports · 5% of complaintsrising since 2026-01“Exodus have failed to communicate with us (or generally via their website) and won’t entertain moving our trip.”
The company replied on 2026-03-16: “Thank you for sharing your experience, David. We’re really sorry for the stress and frustration this situation has caused, particularly with the sudden disruption through Doha. We appreciate how…”
Our classifier read this reply as a substantive response.
“5 days after putting in my booking, I was told services were not available and my booking was cancelled”
The company replied on 2025-07-03: “Thank you for reviewing your booking experience, PB - we're sorry that it was frustrating for you. Certain bookings are dependent on the availability of certain services; for example, if you wanted…”
Our classifier read this reply as a deflection.
“I am being coerced into buying a land based trip”
The company replied on 2025-04-14: “Thank you for your feedback, Ann. We're truly sorry to hear that you initially felt pressured regarding your recent booking, particularly given the uncertainty around flight schedules. We completely…”
Our classifier read this reply as a substantive response.
Compare Exodus Adventure Travels with…
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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 2026-09-07.