TheTravelMakers.co.uk: most-reported complaints
Automated analysis of 232 public Trustpilot reviews published 2025-09-08 to 2026-09-18. TrustScore 4 from 5,542 total reviews — see the Trustpilot page. Quick answer: is TheTravelMakers.co.uk legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that TheTravelMakers.co.uk’s support is unreachable, with 34 reports accounting for 37% of identified complaints. Misleading pricing is the second most common issue, cited in 32 reports (34% of complaints), while refund refusals were reported 27 times (29% of complaints). Additionally, 25 reviewers (27% of complaints) described support staff as unhelpful. The trend for unreachable support is falling, while misleading pricing and refund refusals remain flat, and support unhelpfulness is rising.
How to reach TheTravelMakers.co.uk
These are the contact details TheTravelMakers.co.uk publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 0203-872-5000, email [email protected], address 24 Market Square, Hemel Hempstead, HP1 1ER, GB.
The company claimed its Trustpilot profile on 2016-06-01 and last replied to a negative review on 2026-09-21. Trustpilot ranks it 186 of 203 in Travel Agency. We last checked this profile on 2026-09-24 and found 6 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.
TrustScore over time
4.1 → 4.0 across 12 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: 2026-08-18 (94%, 2.1d) · 2026-08-21 (93%, 2.1d) · 2026-08-24 (90%, 2.1d) · 2026-08-27 (92%, 2.1d) · 2026-08-30 (92%, 2.1d) · 2026-09-02 (90%, 2.0d) · 2026-09-11 (90%, 2.0d) · 2026-09-14 (89%, 2.0d) · 2026-09-17 (91%, 2.0d) · 2026-09-20 (90%, 2.0d) · 2026-09-24 (91%, 2.0d).
Severity: 78% of this company’s 93 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 3.0 days between the experience and publishing their negative review (93 reviews record both dates).
What their policy promises
support availability: 7 days, 0900-0000
“OPEN 7 DAYS | 0900 till 0000 daily”
delivery promise: 14 days prior to departure
“We will endeavour to send out travel documents 14 days prior to departure.”
delivery promise: 24-48 hours
“In most cases, airline tickets are issued within 24 - 48 hours.”
delivery promise: 3 working days
“This is usually within 3 working days of the booking being made unless otherwise requested”
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 89 negative reviews that received a public reply, the median wait was 1.2 days — the company profile reports an average of 2 days.
Reply quality: of 89 company replies to negative reviews analysed, 26% engaged with the specific problem and 72% were generic templates.
Review provenance: 146 company-invited reviews in the recent window average 4.76★, while 92 organic (uninvited) reviews average 1.27★.
38% of its 133 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 unreachable makes up 37% of this company’s complaints vs a 18% median across 96 ranked companies in its sector.
Review velocity: 260 of this company’s 5,542 Trustpilot reviews (5%) were written in the last 12 months.
What are the most common complaints about TheTravelMakers.co.uk?
Support unreachable
34 reports · 37% of complaintsfalling“They are impossible to contact”
The company replied on 2025-11-28: “Dear Oliver, We’re very sorry to hear about your experience and completely understand your concerns. Please contact us directly at [email protected] so our team can review your case in…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“spoke with an agent on Monday who informed me of the flights and airports I could travel from he said he was calling me back on Tuesday never happened”
The company replied on 2025-11-25: “Dear Steven, We’re very sorry to hear about your experience and completely understand your concerns. Please contact us directly at [email protected] so our team can review your case in…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Their key tactic is the “4-hour layover lie.””
The company replied on 2025-09-11: “Dear Tom, Thank you for sharing your feedback. We’re sorry to hear about your experience and would like to look into this further. Please email your booking reference and contact details to…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Misleading pricing
32 reports · 34% of complaintssteady“repeated attempts to charge additional fees for flights that were supposedly available”
The company replied on 2026-06-22: “Dear Stacey, We sincerely apologize for the inconvenience you’ve experienced. To help us investigate and resolve this matter, please share more details with us at [email protected]. Once…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“I asked for a refund I hope it will arrive soon. UPDATE: They only contacted me because of my review here”
The company replied on 2026-06-22: “Dear Anna, We sincerely apologize for the inconvenience you’ve experienced. To help us investigate and resolve this matter, please share more details with us at [email protected]. Once…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“They dont give you a refund they egnore what you say”
The company replied on 2026-06-22: “Dear Angelica, We sincerely apologize for the inconvenience you’ve experienced. To help us investigate and resolve this matter, please share more details with us at [email protected].…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Refund refused
27 reports · 29% of complaintssteady“he tries to hard sell a holiday. I speak to another rep who says he can refund me but only if I leave a positive trustpilot review”
The company replied on 2026-07-06: “Dear Customer, We sincerely apologize for the inconvenience you've experienced. To help us investigate your concern and work toward a resolution, please share additional details with us at…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“They dont give you a refund they egnore what you say”
The company replied on 2026-06-22: “Dear Angelica, We sincerely apologize for the inconvenience you’ve experienced. To help us investigate and resolve this matter, please share more details with us at [email protected].…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“I was continuously given excuses as to why booking confirmation could not be provided”
2 readers marked this review helpful on Trustpilot.
Support unhelpful
25 reports · 27% of complaintsrising since 2026-06“Really unprofessional on the phone.”
The company replied on 2026-06-10: “Dear Customer, We apologize for the inconvenience. Kindly share more details with us at [email protected] so we can review the matter and work toward a resolution. Once we…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“he tries to hard sell a holiday. I speak to another rep who says he can refund me but only if I leave a positive trustpilot review”
The company replied on 2026-07-06: “Dear Customer, We sincerely apologize for the inconvenience you've experienced. To help us investigate your concern and work toward a resolution, please share additional details with us at…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“I asked for a refund I hope it will arrive soon. UPDATE: They only contacted me because of my review here”
The company replied on 2026-06-22: “Dear Anna, We sincerely apologize for the inconvenience you’ve experienced. To help us investigate and resolve this matter, please share more details with us at [email protected]. Once…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Not as described
16 reports · 17% of complaintssteady“Completely ripped off after secured deposit, told our hotel room had been lost and an additional £200 was now due”
2 readers marked this review helpful on Trustpilot.
“downgraded from advertised 4 star to a 3star”
The company replied on 2026-06-08: “Dear Sunidhi, We sincerely apologize for the inconvenience you’ve experienced. To help us investigate and resolve this matter, please share more details with us at [email protected].…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“neither of the hotels that are advertised in the deal were available”
The company replied on 2026-01-12: “Dear Customer, We’re very sorry to hear about your experience and completely understand your concerns. Please contact us directly at [email protected] so our team can review your case in…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Refunds delayed
15 reports · 16% of complaintsrising since 2026-06“my request had been declined”
The company replied on 2026-07-17: “Dear Claire, We sincerely apologize for the inconvenience you’ve experienced. To help us investigate and resolve this matter, please share more details with us at [email protected]. Once…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“It's been more than a month now.. Wowcher won't deal with it they've whipped they're hands clean of it”
The company replied on 2026-03-23: “Dear Customer, We’re very sorry to hear about your experience and completely understand your concerns. Please contact us directly at [email protected] so our team can review your case in…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I was told the refund would be processed within 10 days. That timeframe has now passed, and I still have not received it.”
The company replied on 2026-03-19: “Dear Lena, We’re very sorry to hear about your experience and completely understand your concerns. Please contact us directly at [email protected] so our team can review your case in…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
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 2026-09-21.