loveholidays UK: most-reported complaints
Automated analysis of 3,621 public Trustpilot reviews published 2026-05-26 to 2026-09-27. TrustScore 4.4 from 281,879 total reviews — see the Trustpilot page. Quick answer: is loveholidays UK legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, accounting for 27% of the 963 complaints identified in the analysis period. Issues regarding bookings not matching their descriptions were cited by 24% of complainants, while misleading pricing concerns made up 21% of the feedback. Additionally, 14% of reviewers reported difficulty reaching support, a trend noted as rising during the period.
How to reach loveholidays UK
These are the contact details loveholidays UK publishes on its Trustpilot profile, as of our last check on 2026-09-27 — it publishes no phone number there, address 5th floor, 3 Shortlands, Hammersmith, London, W6 8DA, GB.
The company claimed its Trustpilot profile on 2014-05-09, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-26. Trustpilot ranks it 175 of 203 in Travel Agency. We last checked this profile on 2026-09-27 and found 200 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 2 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: “Disabled Travelling abroad”, “Travel Agent Changed Hotel at last minute”.
Elsewhere: 4.3★ on Google (4,965 reviews) · 4.9★ App Store (43,044) · 4.9★ Google Play (27,992)
TrustScore over time
4.4 → 4.4 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: 2026-08-15 (99%, 0.2d) · 2026-08-18 (99%, 0.1d) · 2026-08-21 (99%, 0.1d) · 2026-08-24 (99%, 0.1d) · 2026-08-27 (99%, 0.1d) · 2026-09-01 (99%, 0.1d) · 2026-09-04 (99%, 0.1d) · 2026-09-07 (99%, 0.1d) · 2026-09-10 (99%, 0.1d) · 2026-09-13 (99%, 0.1d) · 2026-09-16 (99%, 0.1d) · 2026-09-20 (99%, 0.1d) · 2026-09-23 (99%, 0.1d) · 2026-09-27 (99%, 0.1d).
Severity: 37% of this company’s 963 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 2.8 days between the experience and publishing their negative review (1183 reviews record both dates).
Independent findings
The Advertising Standards Authority has upheld 2 complaints about this company’s advertising:
- 2026-09-09 (Search (paid)) — Two paid-for Google ads for loveholidays didn’t make the basis for their environmental claims clear.
- 2025-07-23 (Website (own site)) — Two holiday listings on the loveholidays website made misleading price claims.
These are the findings of the named independent body, reported here with attribution — they are not our conclusions and are separate from the review analysis above.
Measured reply time: across 1132 negative reviews that received a public reply, the median wait was 0.4 days — the company profile reports an average of under a day.
Reply quality: of 1132 company replies to negative reviews analysed, 30% engaged with the specific problem and 36% were generic templates.
What employees say
Employees rate loveholidays UK 3.9★ overall from 190 reviews on Glassdoor — the inside view, kept separate from customer complaint statistics. Read the reviews there.
Review provenance: 2777 company-invited reviews in the recent window average 4.61★, while 223 organic (uninvited) reviews average 1.90★. Trustpilot notes this company has collected incentivised reviews.
11% of its 2303 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 27% of this company’s complaints vs a 31% median across 122 ranked companies in its sector.
Review velocity: 51,954 of this company’s 281,879 Trustpilot reviews (18%) were written in the last 12 months.
What are the most common complaints about loveholidays UK?
Support unhelpful
263 reports · 27% of complaintssteady“failed to process it correctly”
The company replied on 2026-08-21: “Hi there, Thanks for taking the time to leave your review and for getting back to us with the details. I'm really sorry to hear about the disappointment you've experienced with the flight disruption…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“they were unhelpful throughout”
The company replied on 2026-08-01: “Hi there, Thanks for taking the time to share your feedback with us. I’m sorry to hear you’re disappointed with the service you’re currently receiving on holiday. Our On Holiday Support team can…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“The return flight was then changed to a different airline late at night”
The company replied on 2026-06-21: “Hi Vince, Thanks for your patience so far. Unfortunately I wasn't able to locate your booking with the information provided, and so a private message was sent to you via Trustpilot three days ago…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Not as described
231 reports · 24% of complaintssteady“we were given a single room with the beds pushed together.”
The company replied on 2026-08-29: “Hi Steve, Thanks for taking the time to leave a review. I really appreciate you taking the time to share your comments with us, and I’m sorry to learn of your disappointment following your experience…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“no WiFi and no air con”
The company replied on 2026-08-20: “Hi Israt, Thanks for taking the time to share your feedback and send over the requested details. I'm sorry to hear that you were disappointed with your recent holiday. Now that you're back, I can see…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“The return flight was then changed to a different airline late at night”
The company replied on 2026-06-21: “Hi Vince, Thanks for your patience so far. Unfortunately I wasn't able to locate your booking with the information provided, and so a private message was sent to you via Trustpilot three days ago…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Misleading pricing
198 reports · 21% of complaintssteady“no WiFi and no air con”
The company replied on 2026-08-20: “Hi Israt, Thanks for taking the time to share your feedback and send over the requested details. I'm sorry to hear that you were disappointed with your recent holiday. Now that you're back, I can see…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“failed to process it correctly”
The company replied on 2026-08-21: “Hi there, Thanks for taking the time to leave your review and for getting back to us with the details. I'm really sorry to hear about the disappointment you've experienced with the flight disruption…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“They should never be advertising prices that they can't honour”
The company replied on 2026-06-21: “Hi Robert Thanks for taking the time to leave a review. I really appreciate you taking the time to share your feedback, and I’m sorry to learn of your disappointment following your experience with…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
Support unreachable
133 reports · 14% of complaintsrising since 2026-09“Loveholidays has illegally withheld £1,729.95”
The company replied on 2026-08-20: “Hi Sergej, We’re getting in touch regarding your insurance refund. We’ve checked with our finance team, who confirmed that the first attempt to send your refund didn't go through. We have resent the…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“loveholidays was uncontactable - the chat bot is useless.”
The company replied on 2026-08-27: “Hi Kavinda, Thanks for getting back in touch with the requested information, and for your patience so far. I really appreciate you taking the time to share your comments with us, and I’m sorry for…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“No response even after 3 days of calling.”
The company replied on 2026-08-27: “Hi Suzanne, Thanks so much for taking the time to share your feedback, and I’m really sorry to hear about your recent holiday experience. We understand how stressful and frustrating it must have been…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Overcharging
123 reports · 13% of complaintssteady“Cant change dates without paying more money”
The company replied on 2026-09-23: “Hi Micheala, Thanks for taking the time to leave a review. I really appreciate you taking the time to share your comments with us, and I’m sorry to learn of your disappointment following your…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“My in-law had her flight denied due to wrong info provided by this company”
The company replied on 2026-09-13: “Hi Sheri, Thanks for taking the time to leave a review. I really appreciate you taking the time to share your comments with us, and I’m sorry to learn of your disappointment following your experience…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“they send you links for weeks afterwards saying you must pay the £22 or £75 for a cancellation which never took place”
The company replied on 2026-09-13: “Hi Anthony, Thanks for taking the time to leave a review. I really appreciate you taking the time to share your comments with us, and I’m sorry to learn of your disappointment following your…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Other
104 reports · 11% of complaintsfalling“they were unhelpful throughout”
The company replied on 2026-08-01: “Hi there, Thanks for taking the time to share your feedback with us. I’m sorry to hear you’re disappointed with the service you’re currently receiving on holiday. Our On Holiday Support team can…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“I was talking to a fraudster who took 218 pound from me saying it was love holidays very disappointed”
The company replied on 2026-09-23: “Hi Brian, Thanks for taking the time to leave a review. I really appreciate you taking the time to share your comments with us, and I’m sorry to learn of your disappointment following your experience…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“You cannot contact the company and speak to anyone as no one picks up the phone.”
The company replied on 2026-08-27: “Hi Clare, Thanks so much for taking the time to leave a review. I’m sorry to hear about the issues you experienced with your booking and understand how frustrating this must have been. Our flight…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Compare loveholidays UK with…
- loveholidays UK vs Hays Travel
- loveholidays UK vs On the Beach
- loveholidays UK vs Trailfinders
- loveholidays UK vs Barrhead Travel
- loveholidays UK vs Flight Centre UK
- loveholidays UK vs Alternative Airlines
- loveholidays UK vs Travel Counsellors
- loveholidays UK vs Travel Center
- loveholidays UK vs Kenwood Travel
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 2026-09-27.