Miles Morgan Travel: most-reported complaints
Automated analysis of 606 public Trustpilot reviews published 2025-01-16 to 2026-09-17. TrustScore 5 from 6,114 total reviews — see the Trustpilot page. Quick answer: is Miles Morgan Travel legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, accounting for 56% of the 23 complaints identified in 606 reviews. Other frequent issues include misleading pricing, which made up 17% of complaints, and services not matching their description or booking errors, each representing 13% of the total. No clear trend can be established for these issues due to the low number of reviews.
The company claimed its Trustpilot profile on 2024-09-27, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-08-15. Trustpilot ranks it 4 of 200 in Travel Agency. We last checked this profile on 2026-09-24 and found 24 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: “E: 31/12 Win A Holiday Voucher Worth £2000 To Spend On Any Holiday”, “E: 31/12 Win A Mega Holiday Voucher Worth £5000 To Spend On Any Holiday”.
Elsewhere: 4.6★ on Google (14 reviews)
TrustScore over time
4.9 → 5.0 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 (67%, 1.8d) · 2026-08-15 (67%, 1.8d) · 2026-08-18 (83%, 3.8d) · 2026-08-21 (83%, 3.8d) · 2026-08-24 (71%, 3.8d) · 2026-08-27 (71%, 3.8d) · 2026-08-30 (71%, 3.8d) · 2026-09-02 (71%, 3.8d) · 2026-09-08 (71%, 3.8d) · 2026-09-11 (71%, 3.8d) · 2026-09-14 (71%, 3.8d) · 2026-09-17 (71%, 3.8d) · 2026-09-20 (71%, 3.8d) · 2026-09-24 (71%, 3.8d).
Severity: 13% of this company’s 23 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 7.5 days between the experience and publishing their negative review (26 reviews record both dates).
Reply quality: of 23 company replies to negative reviews analysed, 52% engaged with the specific problem and 30% were generic templates.
8% of its 620 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 56% of this company’s complaints vs a 31% median across 122 ranked companies in its sector.
Review velocity: 3,309 of this company’s 6,114 Trustpilot reviews (54%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Miles Morgan Travel?
Support unhelpful
13 reports · 56% of complaints“Missold us cruise by not informing us that I couldn’t get off at two ports due to me being wheelchair bound.”
The company replied on 2025-07-16: “Hi Bethany, unfortunately we cant see a booking in your name, perhaps you booked directly with the Cruise Line”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“they said that only packages were available due to ABTA coverage.”
The company replied on 2025-04-04: “Thank you for your review. We are really sorry that we were unable to source the exact hotel for the date that you needed, from the suppliers that we offer. We acknowledge your comments and are sorry…”
Our classifier read this reply as a template response.
“After many correspondences I offered that they cancel my booking for which I am still waiting on my deposit to be refunded.”
The company replied on 2026-08-15: “We are very sorry you didn't experience the service we pride ourselves on at Miles Morgan Travel. We did get deposit refunded as an exception and sent back to you earlier than it arrived back to us…”
Our classifier read this reply as a substantive response.
It promised: refund.
Misleading pricing
4 reports · 17% of complaints“some Miles Morgan customers are offered free transport to the port but others have to find their own way there and pay £180.00 on top of that.”
The company replied on 2026-09-18: “Thanks for your feedback Barbara, and we are so glad to hear that you enjoyed your cruise. We are sorry to hear about your diappointment regarding the transport seemly offered to other customers. Are…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“I wasn't told about some offers like freedom dining wasn't told about different level drinks packages”
The company replied on 2026-04-13: “Good afternoon, Thank you so much for taking the time to discuss this today and I am pleased your overall experience with us was good. That said, we will work on the feedback you have provided with…”
Our classifier read this reply as a substantive response.
“they phoned the next day to tell me the price had gone up, and that if I still wanted the holiday, I'd have to pay the extra.”
The company replied on 2026-01-05: “Thanks for your feedback Bob and we are sorry to hear that you had an issue with your holiday price, but glad that you enjoyed it. We are always mindful of the brochures that we produce get to the…”
Our classifier read this reply as a deflection.
Other
3 reports · 13% of complaints“Mistakes where made, when booking our holiday 18 months in advance”
“barriers in place to us using vouchers we received as a wedding present”
The company replied on 2025-05-12: “Thankyou for your comments. Miles Morgan Travel”
Our classifier read this reply as a template response.
“my only issue to date is the payment method I was obliged to use to pay the deposit.”
The company replied on 2025-07-02: “Good Morning Mr Wood It was good to catch up with you earlier today to discuss your above comments and I'm sorry that you felt this way intially, however, following our discussions I trust that you…”
Our classifier read this reply as a substantive response.
Not as described
3 reports · 13% of complaints“Missold us cruise by not informing us that I couldn’t get off at two ports due to me being wheelchair bound.”
The company replied on 2025-07-16: “Hi Bethany, unfortunately we cant see a booking in your name, perhaps you booked directly with the Cruise Line”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“they said that only packages were available due to ABTA coverage.”
The company replied on 2025-04-04: “Thank you for your review. We are really sorry that we were unable to source the exact hotel for the date that you needed, from the suppliers that we offer. We acknowledge your comments and are sorry…”
Our classifier read this reply as a template response.
“So it is no longer a surprise.”
The company replied on 2025-05-27: “Many apologies Mr Sussex for this system error, do call in and see me when next in town. Regards. Eva”
Our classifier read this reply as a substantive response.
It promised: to make contact.
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.