Citalia Holidays: most-reported complaints
Automated analysis of 285 public Trustpilot reviews published 2012-07-18 to 2026-09-19. TrustScore 4.9 from 1,057 total reviews — see the Trustpilot page. Quick answer: is Citalia Holidays legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, with 33 out of 73 identified complaints citing this issue. Refund problems are also common, as 17 reviewers stated their refunds were refused and 15 reported that their refunds were delayed. Additionally, 13 reviewers mentioned that customer support was unreachable. While complaints about unhelpful support are falling, reports of refused and delayed refunds are rising.
How to reach Citalia Holidays
These are the contact details Citalia Holidays publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01293 765055, email [email protected], address 4th Floor West Point, Springfield Road, Horsham, RH12 2PD, GB.
The company claimed its Trustpilot profile on 2017-01-26, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-21. Trustpilot ranks it 32 of 148 in Tour Operator. We last checked this profile on 2026-09-24 and found 5 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 1 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 25/03 Norwich Union Mag, Orient Express”.
Elsewhere: 3.6★ on Google (25 reviews) — a 1.3-star gap between its Trustpilot and Google scores.
TrustScore over time
4.9 → 4.9 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 (100%, 0.0d) · 2026-08-15 (100%, 0.0d) · 2026-08-18 (100%, 0.0d) · 2026-08-21 (100%, 0.0d) · 2026-08-24 (100%, 0.0d) · 2026-08-27 (100%, 0.0d) · 2026-08-31 (100%, 0.0d) · 2026-09-03 (100%, 0.0d) · 2026-09-08 (100%, 0.0d) · 2026-09-12 (100%, 0.0d) · 2026-09-15 (100%, 0.3d) · 2026-09-18 (100%, 0.3d) · 2026-09-21 (75%, 0.3d) · 2026-09-24 (100%, 0.8d).
Severity: 49% of this company’s 73 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
12% of its 208 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 45% of this company’s complaints vs a 31% median across 122 ranked companies in its sector.
Review velocity: 291 of this company’s 1,057 Trustpilot reviews (28%) were written in the last 12 months.
What are the most common complaints about Citalia Holidays?
Support unhelpful
33 reports · 45% of complaintsfalling“they have so far chosen to ignore them and use their shocking delay tactics”
3 readers marked this review helpful on Trustpilot.
“to have a refund refused is unacceptable”
2 readers marked this review helpful on Trustpilot.
“Over 30 days passed from being told we would receive our refund within that time.”
2 readers marked this review helpful on Trustpilot.
Refund refused
17 reports · 23% of complaintsrising since 2020-07“I am now unable to get money back for cancelled trip.”
4 readers marked this review helpful on Trustpilot.
“The credit note given is totally unacceptable to us. The fact that we are being told that this is valid until January 2021and that not until that date has passed they will look to do a refund is against the law.”
3 readers marked this review helpful on Trustpilot.
“It is clear that they are doing everything possible to hold on to the substantial sum of money they owe me.”
3 readers marked this review helpful on Trustpilot.
Refunds delayed
15 reports · 20% of complaintsrising since 2020-07“Citalia have said they are holding onto our money till the expiry date of the Refund credit voucher/note on 31.01.2021.”
7 readers marked this review helpful on Trustpilot.
“they have so far chosen to ignore them and use their shocking delay tactics”
3 readers marked this review helpful on Trustpilot.
“Over 30 days passed from being told we would receive our refund within that time.”
2 readers marked this review helpful on Trustpilot.
Support unreachable
13 reports · 18% of complaintssteady“Communication is key, at the moment it’s non existent.”
3 readers marked this review helpful on Trustpilot.
“It appeared that we were left to our own devices completely.”
1 reader marked this review helpful on Trustpilot.
“tried to contact via voicemail and email 3 days ago”
1 reader marked this review helpful on Trustpilot.
Not as described
6 reports · 8% of complaintssteady“They completely messed up the transfer from train station to Naples so much so that we were told to get off train”
1 reader marked this review helpful on Trustpilot.
“Received wholly inadequate response from customer service.”
1 reader marked this review helpful on Trustpilot.
“quality of the food was very poor for a 3* hotel”
Other
5 reports · 7% of complaintsfalling“Citalia cancelled because of CV19 and have refused to provide a cash refund.”
2 readers marked this review helpful on Trustpilot.
“They have refused to provide a cash refund to which I am entitled.”
“Apart from take your money and give false promises......”
The company replied on 2018-09-01: “Dear Sir, Thank you for giving us your feedback and i'm sorry to hear what has happened. I have managed to locate your booking a look into what has happened. In terms of the Incident with the fire…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
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.