Kenwood Travel: most-reported complaints
Automated analysis of 371 public Trustpilot reviews published 2023-07-10 to 2026-09-17. TrustScore 4.9 from 10,107 total reviews — see the Trustpilot page. Quick answer: is Kenwood Travel legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, with 20 complaints accounting for 29% of the identified issues. Misleading pricing is the second most common concern, cited in 17 cases or 25% of complaints. Overcharging is reported in 12 instances (18% of complaints), while support being unreachable accounts for 9 reports (13% of complaints).
How to reach Kenwood Travel
These are the contact details Kenwood Travel publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 0207 7499 220, address Moorgate House 5-8 Dysart Street, London, EC2A 2BX, GB.
The company claimed its Trustpilot profile on 2014-06-05, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-08. Trustpilot ranks it 28 of 203 in Travel Agency. We last checked this profile on 2026-09-23 and found 9 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: KENWOOD TRAVEL LIMITED (no. 01300261), active, incorporated 1977 (49.5 years); next accounts due 2026-12-31, last accounts filed 2025-09-09. 3 current officers (6 on record historically); 5 filings in the last 12 months (131 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 24 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: “kenwood travel”, “kenwood travel?”, “Kenwood Travel Holiday Voucher”.
Elsewhere: 4.1★ on Google (0 reviews)
TrustScore over time
4.9 → 4.9 across 15 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: 2026-08-12 (93%, 5.5d) · 2026-08-15 (93%, 5.5d) · 2026-08-18 (93%, 5.5d) · 2026-08-21 (93%, 5.5d) · 2026-08-24 (93%, 5.5d) · 2026-08-27 (87%, 5.5d) · 2026-08-30 (87%, 5.5d) · 2026-09-05 (100%, 7.6d) · 2026-09-08 (100%, 7.6d) · 2026-09-11 (100%, 7.1d) · 2026-09-14 (100%, 7.1d) · 2026-09-17 (100%, 7.1d) · 2026-09-20 (100%, 7.1d) · 2026-09-23 (100%, 7.1d).
Severity: 35% of this company’s 68 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 July 2015, 10% of 10 one-to-three-star reviews were 1★; in April 2020, 92% of 13.
Counted from July 2015 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 2.6 days between the experience and publishing their negative review (100 reviews record both dates).
What their policy promises
refund window: refund
“you are free to cancel your booking with a refund.”
cancellation method: online or over the phone
“When making a booking online or over the phone, a small deposit or full balance (depending on date of travel) will be taken.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 148 negative reviews that received a public reply, the median wait was 5.4 days — the company profile reports an average of 7 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 148 company replies to negative reviews analysed, 28% engaged with the specific problem and 32% were generic templates.
10% of its 309 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 29% of this company’s complaints vs a 31% median across 122 ranked companies in its sector.
Review velocity: 981 of this company’s 10,107 Trustpilot reviews (10%) were written in the last 12 months.
What are the most common complaints about Kenwood Travel?
Support unhelpful
20 reports · 29% of complaintssteady“the company is refusing to refund our money.”
The company replied on 2026-03-08: “Thank you for your review. FCDO guidance applies to current travel, and we are offering customers travelling imminently the option to amend their travel dates, change their destination, take a credit…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“we repeatedly contacted Kenwood to ask whether our booking could be amended. We were told on numerous occasions that it was not possible”
The company replied on 2026-08-05: “Dear Chelsie Thank you for taking the time to share your feedback. We are sorry to hear that you were disappointed with your experience and appreciate the opportunity to provide some context. We…”
Our classifier read this reply as a deflection.
“we have received no communication from Kenwood Travel”
The company replied on 2026-06-11: “Dear Mrs Parker, Thank you for your review. We apologise that you have been unhappy with our handing of this unprecedented situation. Please note that our refusal to refund your ticketed flights is…”
Our classifier read this reply as a deflection.
Misleading pricing
17 reports · 25% of complaintsfalling“the quote is no longer valid and the price is now over £4000 more.”
The company replied on 2023-09-21: “Dear Terri Thank you for your feedback and we are sorry to learn of your disappointment with our service. Unfortunately we were unable to honour the quote due to a price change and understand our…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“they made it more expensive as they ‘couldn’t’ Get the rate that I saw online”
The company replied on 2025-07-23: “Dear Mrs. Wade, Thank you for your review, we are sorry to hear you are unhappy with your recent booking experience. We understand that you are currently in contact with our Customer Service team,…”
Our classifier read this reply as a template response.
“inform us that the booking was not available was disgraceful. And having to pay an extra c £700”
The company replied on 2025-02-04: “Dear Steve, Thank you for your review. We apologise that you had some problems getting your holiday secured. Please note that certain hotels will make their availability "on request". This does not…”
Our classifier read this reply as a substantive response.
It promised: refund.
Overcharging
12 reports · 18% of complaintssteady“I was being charged £75 for this change but my friend did exactly the same changes & was not charged £75.”
“we repeatedly contacted Kenwood to ask whether our booking could be amended. We were told on numerous occasions that it was not possible”
The company replied on 2026-08-05: “Dear Chelsie Thank you for taking the time to share your feedback. We are sorry to hear that you were disappointed with your experience and appreciate the opportunity to provide some context. We…”
Our classifier read this reply as a deflection.
“inform us that the booking was not available was disgraceful. And having to pay an extra c £700”
The company replied on 2025-02-04: “Dear Steve, Thank you for your review. We apologise that you had some problems getting your holiday secured. Please note that certain hotels will make their availability "on request". This does not…”
Our classifier read this reply as a substantive response.
It promised: refund.
Support unreachable
9 reports · 13% of complaintssteady“I was being charged £75 for this change but my friend did exactly the same changes & was not charged £75.”
“Emails not answered in a timely manner”
The company replied on 2025-07-31: “Dear valued customer, Thank you for your review. We are sorry to learn your recent booking/holiday was not as expected. We understand you are currently working with our customer service team on your…”
Our classifier read this reply as a template response.
“Kenwood could not be contacted and were of no use or help on the day”
The company replied on 2023-09-28: “Dear Mr Ali, Thank you for feedback and we are sorry to learn that in this instance, you feel let down by Kenwood Travel. We realise the shortfall on our part has led to this situation. We can assure…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Refund refused
7 reports · 10% of complaintsrising since 2025-09“Kenwood Travel will only give me a credit note”
The company replied on 2026-03-20: “Dear Mr Slater, Thank you for your feedback. We would like to confirm that for your booking, only a deposit has been paid and the full balance remains outstanding. As your travel dates are still some…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“I cancelled and they kept my £800 deposit.”
The company replied on 2026-04-30: “Dear Elizabeth We are very sorry to hear about your experience and understand how frustrating and uncertain the situation must have felt, particularly given the disruption. Our contact with you was…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“the company is refusing to refund our money.”
The company replied on 2026-03-08: “Thank you for your review. FCDO guidance applies to current travel, and we are offering customers travelling imminently the option to amend their travel dates, change their destination, take a credit…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Not as described
7 reports · 10% of complaintsfalling“Emails not answered in a timely manner”
The company replied on 2025-07-31: “Dear valued customer, Thank you for your review. We are sorry to learn your recent booking/holiday was not as expected. We understand you are currently working with our customer service team on your…”
Our classifier read this reply as a template response.
“Kenwood sold this hotel to me as a 5 star resort and it’s still showing this today on their website.”
The company replied on 2024-03-25: “Dear Karly, Thank you for your review. I am saddened to hear of your disappointment, however our customer services team has been in direct contact with you to explain the star and diamond ratings in…”
Our classifier read this reply as a substantive response.
“Dubai all inclusive wasn’t all inclusive we were given 2 small beds for 4 of us.”
Compare Kenwood Travel with…
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 2026-09-17.