Now Lets Travel : most-reported complaints
Automated analysis of 253 public Trustpilot reviews published 2020-07-06 to 2026-09-01. TrustScore 5 from 2,964 total reviews — see the Trustpilot page. Quick answer: is Now Lets Travel legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, with five complaints citing issues such as long waits for refunds. Three reviewers also mention that support is unreachable, describing experiences with failed callbacks and empty promises. Additionally, three customers state that services were not as described, including examples of broken equipment and poor hygiene. Finally, two reviewers report that refunds were refused.
How to reach Now Lets Travel
These are the contact details Now Lets Travel publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 0191 300 9908, address Unit 72T, NE Business Innovation Centre, Wearfield, Sunderland, SR5 2TA, GB.
The company claimed its Trustpilot profile on 2019-11-06 and uses Trustpilot’s paid features. Trustpilot ranks it 4 of 52 in Cruise Travel Agency. We last checked this profile on 2026-09-24 and found 8 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: 4.9★ on Google (15 reviews)
TrustScore over time
5.0 → 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 (0%, 0.0d) · 2026-08-15 (0%, 0.0d) · 2026-08-18 (0%, 0.0d) · 2026-08-21 (0%, 0.0d) · 2026-08-24 (0%, 0.0d) · 2026-08-27 (0%, 0.0d) · 2026-08-30 (0%, 0.0d) · 2026-09-02 (0%, 0.0d) · 2026-09-08 (0%, 0.0d) · 2026-09-12 (0%, 0.0d) · 2026-09-15 (0%, 0.0d) · 2026-09-18 (0%, 0.0d) · 2026-09-21 (0%, 0.0d) · 2026-09-24 (0%, 0.0d).
Review provenance: 245 company-invited reviews in the recent window average 4.98★, while 46 organic (uninvited) reviews average 4.93★.
13% of its 286 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 38% of this company’s complaints vs a 31% median across 122 ranked companies in its sector.
Review velocity: 603 of this company’s 2,964 Trustpilot reviews (20%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Now Lets Travel ?
Support unhelpful
5 reports · 38% of complaints“now told we will have to wait 4 months for our refund.”
“I was not told on the Friday that I would not be able to collect my boarding pass until Monday”
“At Now Let’s Travel we had a month of ‘computer says no’, failed call backs and empty promises.”
Support unreachable
3 reports · 23% of complaints“At Now Let’s Travel we had a month of ‘computer says no’, failed call backs and empty promises.”
“lack of knowledge by some customer advisers blamed wifi and staff availability”
“I've sent another report and heard nothing back did you receive it about the same person”
The company replied on 2022-05-10: “Hi Deborah Thank you for taking the time to provide a review of your recent experience to the Newcastle Store and I would like to offer my sincere apologies for the service you received. I would…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Not as described
3 reports · 23% of complaints“wheel chair does not move properly as leg on wheel chair is broken and controller as not wide enough even lifts just fitted him in matress filthy,bathroom absolutely disgusting”
“Incorrect information about tge Hotel give totaly wrecked my holiday,the hotel is not a hotel its a hostel”
“the ship is not what they said it would be”
The company replied on 2022-07-15: “I was very disappointed to read your review as my team have gone out of their way to assist you. You recently contacted us advising that we had informed you that the cruise ship you were booked onto…”
Our classifier read this reply as a deflection.
Refund refused
2 reports · 15% of complaints“the ship is not what they said it would be”
The company replied on 2022-07-15: “I was very disappointed to read your review as my team have gone out of their way to assist you. You recently contacted us advising that we had informed you that the cruise ship you were booked onto…”
Our classifier read this reply as a deflection.
“they refused to give us a refund”
The company replied on 2022-02-11: “I am very sorry to read your review of Now Lets Travel and I would like to respond to the points you have raised as I feel your review is an unfair reflection of the actions that have taken with your…”
Our classifier read this reply as a deflection.
Other
2 reports · 15% of complaints“I was not told on the Friday that I would not be able to collect my boarding pass until Monday”
“absolute rubbish got no sympathy for any company's like yours crying poverty all lat year getting hand out off the government for nothing then mess people around”
The company replied on 2021-06-17: “Firstly... apologies that we had to contact you today, in our capacity as your travel agent, to advise your cruise line had cancelled your forthcoming cruise due to capacity limits placed on them as…”
Our classifier read this reply as a deflection.
Refunds delayed
2 reports · 15% of complaints“I have no refund in my bank, no holiday booked”
“now told we will have to wait 4 months for our refund.”
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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.