Rickshaw Travel: most-reported complaints
Automated analysis of 267 public Trustpilot reviews published 2012-09-05 to 2026-08-27. TrustScore 4.9 from 1,960 total reviews — see the Trustpilot page. Quick answer: is Rickshaw Travel legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that services were not as described, accounting for 53% of the 55 identified complaints. Support issues are also frequently cited, with 33% of complaints noting unhelpful assistance and 9% stating that support was unreachable. The trend for 'not as described' complaints is falling, while reports of unhelpful support and other issues are rising.
How to reach Rickshaw Travel
These are the contact details Rickshaw Travel publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01273 322398, email [email protected], address Runway East Brighton, York And Elder Works, 50 New England St, Brighton, BN1 4AW, GB.
The company claimed its Trustpilot profile on 2014-05-13, uses Trustpilot’s paid features, and last replied to a negative review on 2026-01-15 — more than six months ago. Trustpilot ranks it 40 of 203 in Travel Agency. We last checked this profile on 2026-09-24 and found 1 new review. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: RICKSHAW TRAVEL LIMITED (no. 06355212), active, incorporated 2007 (19 years); next accounts due 2027-09-30, last accounts filed 2026-07-14. 2 current officers (11 on record historically); 5 filings in the last 12 months (95 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 5 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: 30/09 Win A holiday worth £4,000 With Rickshaw Travel”, “E: 22/05 Win A Rickshaw Travel Holiday To Thailand For Two”, “E: 02/02 (9.30am) Win a dream holiday for 2 with Rickshaw Travel (FB)”.
Elsewhere: 4.7★ on Google (107 reviews)
TrustScore over time
4.9 → 4.9 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: 2026-08-15 (100%, 5.0d) · 2026-08-18 (100%, 5.0d) · 2026-08-21 (100%, 5.0d) · 2026-08-24 (100%, 5.0d) · 2026-08-27 (100%, 5.0d) · 2026-09-08 (100%, 5.0d) · 2026-09-12 (100%, 5.0d) · 2026-09-15 (100%, 5.0d) · 2026-09-18 (100%, 5.0d) · 2026-09-21 (100%, 5.0d) · 2026-09-24 (100%, 5.0d).
Severity: 15% of this company’s 55 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Measured reply time: across 57 negative reviews that received a public reply, the median wait was 4.1 days — the company profile reports an average of 5 days.
Reply quality: of 57 company replies to negative reviews analysed, 67% engaged with the specific problem and 14% were generic templates.
Review provenance: 96 company-invited reviews in the recent window average 4.92★, while 121 organic (uninvited) reviews average 4.85★.
16% of its 205 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: not as described makes up 53% of this company’s complaints vs a 25% median across 100 ranked companies in its sector.
Review velocity: 145 of this company’s 1,960 Trustpilot reviews (7%) were written in the last 12 months.
What are the most common complaints about Rickshaw Travel?
Not as described
29 reports · 53% of complaintsfalling“I tried to sort this out with the agency, but they never got back to my complains.”
The company replied on 2017-02-17: “Hi Joana It’s really important to us that our customers have the opportunity to voice their feedback and opinion of their trip, so thank you for doing that. It’s also important to us that our…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“Instead of one connecting flight between Sucre and Cusco, this was changed to 2 without our knowledge”
The company replied on 2025-08-14: “Hi Evelyne Many thanks for your review and I apologise if you feel we have fallen short of your expectations for your holiday booking on this occasion. The itinerary we agreed on has been the closest…”
Our classifier read this reply as a deflection.
“some of thebpaces we stayed were unbelievably substandard”
The company replied on 2019-05-03: “Hello Andrew, I am very sorry to hear you felt disappointed by your trip. We do indeed work closely with our local tour operator in country – we find this is the best way to ensure you have local…”
Our classifier read this reply as a deflection.
Support unhelpful
18 reports · 33% of complaintsrising since 2022-08“It shouldn’t be the customer’s job to correct the agent.”
The company replied on 2026-01-15: “Hi James Thank you for taking the time to share your holiday experience. We are sorry to hear that, on this occasion, you do not feel the trip met your expectations. At Rickshaw Travel we pride…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“she did not reply to my questions, she cancelled a booking that I had asked her to switch to another day”
The company replied on 2025-08-19: “Hi Evelyne Thank you for your review and for your talking to us about your experience. I was glad to be able to help with resolving the booking issues and hope that you can now relax and look forward…”
Our classifier read this reply as a deflection.
“Instead of one connecting flight between Sucre and Cusco, this was changed to 2 without our knowledge”
The company replied on 2025-08-14: “Hi Evelyne Many thanks for your review and I apologise if you feel we have fallen short of your expectations for your holiday booking on this occasion. The itinerary we agreed on has been the closest…”
Our classifier read this reply as a deflection.
Support unreachable
5 reports · 9% of complaintsfalling“I tried to sort this out with the agency, but they never got back to my complains.”
The company replied on 2017-02-17: “Hi Joana It’s really important to us that our customers have the opportunity to voice their feedback and opinion of their trip, so thank you for doing that. It’s also important to us that our…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“NO ONE was there to help me with a travel emergency over a weekend.”
The company replied on 2024-03-12: “Dear Allison Thank you for your review and we’re sorry you feel we didn’t meet your expectations last April. We make sure all customers have received a detailed itinerary prior to departure and work…”
Our classifier read this reply as a substantive response.
“Sent email which was not answered until the Monday”
The company replied on 2017-10-14: “Hi Tina, Thank you for your review. I am so pleased to hear that you had a great trip to Borneo despite the delayed start to your holiday. I totally understand how frustrating this delay would have…”
Our classifier read this reply as a substantive response.
Other
5 reports · 9% of complaintsrising since 2022-08“Neither the hotel nor Rickshaw have taken any responsibility for this totally avoidable accident.”
The company replied on 2025-05-15: “Dear Alex Thank you for your feedback and for sharing the difficult experience you and your family suffered while on holiday with us in Thailand last summer. As you say, the trip was one which was…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“Cambodia arrangements were chaotic travel to island by speedboat was horrendous”
“Far too much driving in the car, the driving time estimates were well out.”
The company replied on 2017-05-16: “Hi James Thank you for your review, and I’m glad that you enjoyed elements of your trip to Cuba. Staying in casa particulares for most of the trip, as you did, is a really great way to experience the…”
Our classifier read this reply as a substantive response.
Misleading pricing
3 reports · 6% of complaintsfalling“The itinerary described by Rickshaw was not identical to the one we actually recieved”
The company replied on 2012-09-05: “Dear Charlotte Thank you for taking the time to add your feedback. I am really disappointed to hear of your experience with the guide on your 2 day Hill Tribes of Mai Chau trip. It is equally…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“The reality of travel conditions was not honestly shared.”
The company replied on 2020-01-17: “Hello Christine, Thank you for taking the time to feed this back to us. I am sorry to hear that you feel we didn’t manage your expectations on the travel conditions in India and Nepal well enough.…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“Our main issue with the tour was with what we felt was the slightly misleading pricing.”
The company replied on 2019-03-14: “Hi Tracy, Thank you very much for your feedback and I’m very sorry you don’t feel you can recommend us. I was happy to read you thought the accommodation was very good and your driver was pleasant…”
Our classifier read this reply as a substantive response.
Delivery failed
3 reports · 6% of complaintsfalling“after 45 minutes, nobody turned up.”
The company replied on 2017-01-18: “Hi James, Thank you for your feedback, and I’m really glad to hear that you enjoyed planning your route with us, and that you had a great trip for the most part. Cuban hospitality is something quite…”
Our classifier read this reply as a substantive response.
“No driver with our name on a board! This can't be right, they've had all the flight times.”
The company replied on 2016-06-06: “Hello Nigel, Thank you so much for taking the time to leave your review. I’m delighted to read that you had such a wonderful time in Peru and that you had such a rewarding trip. Sorry to hear that…”
Our classifier read this reply as a substantive response.
It promised: refund.
“the transfer from our hotel back to Havana airport for our flight home did not turn up”
The company replied on 2015-12-22: “Hi Glenn, Thank you for your feedback for your recent trip to Cuba. I am really pleased that you had a great three weeks in Cuba and particularly enjoyed your casa stay, the amazing hospitality of…”
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 2026-09-07.