Travel Center: most-reported complaints
Automated analysis of 344 public Trustpilot reviews published 2023-05-22 to 2026-09-14. TrustScore 4.9 from 13,496 total reviews — see the Trustpilot page. Quick answer: is Travel Center legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, with 41 out of 88 identified complaints citing inconsistent information from agents. Refunds are frequently refused, accounting for 19% of complaints, a trend that is currently rising. Additionally, 19% of complaints involve misleading pricing, while 17% mention overcharging when changing booking dates.
How to reach Travel Center
These are the contact details Travel Center publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 0207 612 7222, email [email protected], address 12 Stephen Mews, London, W1T 1AH, GB.
The company claimed its Trustpilot profile on 2015-05-28, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-08-24. Trustpilot ranks it 28 of 207 in Travel Agency. We last checked this profile on 2026-09-23 and found 5 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 13 MoneySavingExpert forum discussions mention this company (browse). Roughly 1 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: “Travel Center - Legit or Scam?”, “E: 23/03 Win A Return Air-Ticket to a Destination Anywhere in the World (Fb L C)”, “Why have they made it so hard for asylum seekers to get the 16+ zip oyster card?”.
Elsewhere: 4.9★ on Google (5,678 reviews)
TrustScore over time
4.9 → 4.9 across 13 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 (84%, 24.9d) · 2026-08-21 (88%, 24.9d) · 2026-08-24 (88%, 24.9d) · 2026-08-27 (92%, 24.2d) · 2026-09-01 (100%, 28.7d) · 2026-09-04 (100%, 28.7d) · 2026-09-07 (100%, 28.7d) · 2026-09-11 (100%, 28.7d) · 2026-09-14 (100%, 28.7d) · 2026-09-17 (100%, 28.7d) · 2026-09-20 (100%, 28.7d) · 2026-09-23 (100%, 28.7d).
Severity: 56% of this company’s 88 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 1.9 days between the experience and publishing their negative review (139 reviews record both dates).
Measured reply time: across 174 negative reviews that received a public reply, the median wait was 9.1 days — the company profile reports an average of 29 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 174 company replies to negative reviews analysed, 18% engaged with the specific problem and 38% were generic templates.
Review provenance: 223 company-invited reviews in the recent window average 4.96★, while 50 organic (uninvited) reviews average 4.58★.
23% of its 259 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 47% of this company’s complaints vs a 31% median across 122 ranked companies in its sector.
Review velocity: 861 of this company’s 13,496 Trustpilot reviews (6%) were written in the last 12 months.
What are the most common complaints about Travel Center?
Support unhelpful
41 reports · 47% of complaintssteady“Inconsistent information from agents.”
The company replied on 2024-09-13: “Dear J R, Thank you for your feedback regarding your recent experience with us. We sincerely apologize for any confusion and frustration this may have caused. It appears there were inconsistencies…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“Once our balance was paid, communication became slow, inconsistent and often inaccurate”
The company replied on 2026-04-27: “Hi Emily, Thank you for taking the time to share your experience. We are very sorry to hear that parts of your trip did not meet your expectations, and we regret the frustration this caused. We would…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“Victor booked the wrong room”
The company replied on 2025-09-09: “Hi Anshu, Thank you for taking the time to share your feedback. We truly regret to hear that your experience did not fully meet your expectations. After carefully reviewing your booking details and…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
Refund refused
17 reports · 19% of complaintsrising since 2025-07“I explained the circumstances and no refund offered.”
The company replied on 2025-05-29: “Dear Samantha, Thank you for sharing your feedback. We sincerely apologise for the inconvenience you’ve experienced and appreciate your patience throughout the process. We understand this has been…”
Our classifier read this reply as a substantive response.
4 readers marked this review helpful on Trustpilot.
“They keep the 2 x installments and the deposit.”
The company replied on 2025-09-09: “Hi Sarah, Thank you for taking the time to share your feedback. We are sorry to hear that you felt concerned during the booking process. To clarify, our agent only requested whether it might be…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“wouldn’t allow me to do a name change so someone could enjoy the holiday I had paid for, wouldn’t allow me even a partial refund.”
The company replied on 2025-09-23: “Hi Joanne, First, we would like to express our sincere condolences during what must have been an incredibly difficult time for you and your family. We truly empathize with your loss and understand…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
Misleading pricing
17 reports · 19% of complaintssteady“Inconsistent information from agents.”
The company replied on 2024-09-13: “Dear J R, Thank you for your feedback regarding your recent experience with us. We sincerely apologize for any confusion and frustration this may have caused. It appears there were inconsistencies…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“This company gave us a price for a trip. The next day we asked to book, the booked trip came over with completely different hotels”
2 readers marked this review helpful on Trustpilot.
“the fact that there all late flights !!! There response... I'm now on even LATER FLIGHTS!!!”
The company replied on 2025-02-25: “Hi Stewart, Thank you for reaching out to us. We truly regret any inconvenience you have experienced, and we would like to take this opportunity to clarify the situation for you. Your flight schedule…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
Overcharging
15 reports · 17% of complaintssteady“when I then had to change dates they added even more money”
The company replied on 2024-10-02: “Hi Cynthia, Thank you for sharing your feedback. We regret hearing about your experience. However, after thoroughly reviewing your reservation, it is evident that our agent made multiple attempts to…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“I was informed this couldnt be done.”
The company replied on 2024-05-31: “Hi Linda, Thank you for sharing your feedback with us. We have taken the time to thoroughly investigate your review, and firstly, we would like to apologize for any inconvenience caused. In the…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“charged me £2913.00 for the same trip, same airline, same dates, and I found it priced at £2391.37on the Emirates website.”
The company replied on 2024-06-03: “Dear Prossy, Thank you for sharing your feedback with us. We have thoroughly investigated your review and deeply regret any inconvenience you have experienced. We appreciate the opportunity to…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Support unreachable
14 reports · 16% of complaintsrising since 2025-07“Terrible service, with no responses whatsoever.”
2 readers marked this review helpful on Trustpilot.
“he didn't pick up or call back once!”
1 reader marked this review helpful on Trustpilot.
“waited two hours for someone to join the chat who then immediately ended it.”
The company replied on 2024-10-08: “Hi Emily, We sincerely apologize for the confusion and inconvenience caused regarding your trip inquiries. Our agents were only trying to assist and resolve any issues to enhance your experience.…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Not as described
13 reports · 15% of complaintsfalling“Victor booked the wrong room”
The company replied on 2025-09-09: “Hi Anshu, Thank you for taking the time to share your feedback. We truly regret to hear that your experience did not fully meet your expectations. After carefully reviewing your booking details and…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Less than a week before departure and I still do not have a guaranteed hotel (after paying and “confirming” months ago)”
2 readers marked this review helpful on Trustpilot.
“this travel company placed us in klima hotel which is miles away from shops and public transport”
The company replied on 2024-11-06: “Hi Julie, Thank you for sharing your feedback regarding your recent trip with Travel Center. We appreciate your input and would like to address your concerns. We understand your disappointment…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
Compare Travel Center 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 2026-09-14.