Trailfinders: most-reported complaints
Automated analysis of 2,088 public Trustpilot reviews published 2014-04-12 to 2026-09-23. TrustScore 5 from 69,711 total reviews — see the Trustpilot page. Quick answer: is Trailfinders legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, with 198 complaints out of 498 identified issues. Support being unreachable is the second most common concern, cited in 142 cases. Additionally, 85 reviewers stated that services were not as described, while 57 reported misleading pricing.
How to reach Trailfinders
These are the contact details Trailfinders publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 0207 368 1489, address 42 Earls Court Road, London, W8 6FT, GB.
The company claimed its Trustpilot profile on 2017-12-14, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 1 of 200 in Travel Agency. We last checked this profile on 2026-09-23 and found 101 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 201 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: “Flight Change Cancellation Problem *avoid Trailfinders*”, “E: 05/03 Win a £5000 Trailfinders gift card (SNR TEXT)”, “private custom tour in Colombia, Trailfinders or Vivid Travel?”.
Elsewhere: 4.5★ on Google (194 reviews) · 4.7★ App Store (14,985) · 4.8★ Google Play (1,894)
TrustScore over time
5.0 → 5.0 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 (100%, 0.1d) · 2026-08-20 (97%, 0.1d) · 2026-08-24 (100%, 0.1d) · 2026-08-27 (100%, 0.1d) · 2026-09-01 (100%, 0.1d) · 2026-09-04 (100%, 0.1d) · 2026-09-07 (100%, 0.1d) · 2026-09-11 (100%, 0.1d) · 2026-09-14 (100%, 0.1d) · 2026-09-17 (100%, 0.1d) · 2026-09-20 (98%, 0.1d) · 2026-09-23 (100%, 0.1d).
Severity: 30% of this company’s 498 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In March 2022, 36% of 11 one-to-three-star reviews were 1★; in March 2026, 29% of 14.
Counted from March 2022 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 4.4 days between the experience and publishing their negative review (309 reviews record both dates).
Independent findings
The Advertising Standards Authority has upheld a complaint about this company’s advertising:
- 2022-06-15 (Brochure) — A holiday brochure was misleading because it did not make it sufficiently clear that special offers on free nights and free room upgrades were subject to restrictions.
These are the findings of the named independent body, reported here with attribution — they are not our conclusions and are separate from the review analysis above.
Measured reply time: across 517 negative reviews that received a public reply, the median wait was 0.3 days — the company profile reports an average of under a day.
Reply quality: of 517 company replies to negative reviews analysed, 37% engaged with the specific problem and 50% were generic templates.
What employees say
Employees rate Trailfinders 4.2★ overall from 661 reviews on Glassdoor — the inside view, kept separate from customer complaint statistics. Read the reviews there.
Review provenance: 1452 company-invited reviews in the recent window average 4.98★, while 116 organic (uninvited) reviews average 4.51★.
17% of its 1518 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 40% of this company’s complaints vs a 31% median across 122 ranked companies in its sector.
Review velocity: 10,410 of this company’s 69,711 Trustpilot reviews (15%) were written in the last 12 months.
What are the most common complaints about Trailfinders?
Support unhelpful
198 reports · 40% of complaintsrising since 2023-11“the response I had to my other queries was a standard ‘talk to Hurtigruten’”
The company replied on 2022-04-19: “Dear Slyvia Thank you for your feedback, although we're sorry to learn you were disappointed on this occasion. We're glad to know you have spoken with one of our Senior Duty Managers so we can learn…”
Our classifier read this reply as a substantive response.
It promised: refund.
7 readers marked this review helpful on Trustpilot.
“Trailfinders were adamant that the balance would have to be paid or we would lose our deposit”
The company replied on 2021-07-06: “Dear H, A, S and S While we're glad to know you have been refunded in full, we're sorry to learn you have been disappointed with your Trailfinders experience. We're glad to know you have had the…”
Our classifier read this reply as a deflection.
6 readers marked this review helpful on Trustpilot.
“poor information, poor cl internal communications and call me a liar!”
The company replied on 2023-03-04: “Dear ABRDF, We are sorry to hear that you've been disappointed with our service. We would welcome the opportunity to talk it through with you, however we don't have any of your details to contact…”
Our classifier read this reply as a template response.
5 readers marked this review helpful on Trustpilot.
Support unreachable
142 reports · 28% of complaintsrising since 2023-11“I am unable to get through on the phone”
The company replied on 2022-04-13: “Dear Barry Thank you for your feedback. although we're sorry to learn of your disappointment. We are glad to know a Senior Duty Manager has been in contact to understand your concerns better and…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
6 readers marked this review helpful on Trustpilot.
“if anything happens then be prepared for zero customer service from their claims company CSAL.”
The company replied on 2022-05-19: “Dear Salim Neither Trailfinders nor Trustpilot allow fake reviews on this platform. All reviews are genuine and verified via Trustpilot. Trailfinders are not insurance brokers, although we do offer a…”
Our classifier read this reply as a deflection.
6 readers marked this review helpful on Trustpilot.
“Flight cancellations, lost luggage, changes in airports and Trailfinders have been zero help.”
The company replied on 2022-04-11: “Dear Steve Thank you for your feedback, although we're sorry to hear you have been disappointed. We're glad to know a Senior Duty Manager has been in contact to assist, and we look forward to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
5 readers marked this review helpful on Trustpilot.
Not as described
85 reports · 17% of complaintssteady“Trailfinders engaged in proper misselling, by providing misleading photos and false information, regarding Lakaz Chamarel”
The company replied on 2022-01-31: “Dear E Glyver Thank you for your feedback and we are of course sorry to learn you have been disappointed with several aspects of your experience and holiday. We're glad to know you have been in…”
Our classifier read this reply as a template response.
6 readers marked this review helpful on Trustpilot.
“at no point did the consultants think to bring this up”
The company replied on 2021-12-17: “Dear Andy We're very sorry to hear of the disappointment and inconvenience you have encountered today. As you have mentioned, Trailfinders did provide you with the information and passport…”
Our classifier read this reply as a deflection.
5 readers marked this review helpful on Trustpilot.
“on the trip some of the hotels were 2 stars, not 5 stars as requested. they even booked me into a hotel for bed and breakfast, and the hotel had no kitchen or bar”
The company replied on 2022-12-15: “Dear Mr Riggs We are aware of your previous review and are sorry you have remained unhappy. However, your concerns have been investigated and you have spoken with a Senior Duty Manager explaining…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
Misleading pricing
57 reports · 11% of complaintsfalling“I would have to pay £50 upfront for a quote and if I didn't end up going with them, they would keep the money”
The company replied on 2021-07-12: “Dear Doug We're sorry to hear you have been disappointed after your last contact, as this certainly was never our intention. We have introduced a policy of raising a nominal service fee of £50 for…”
Our classifier read this reply as a deflection.
8 readers marked this review helpful on Trustpilot.
“Trailfinders engaged in proper misselling, by providing misleading photos and false information, regarding Lakaz Chamarel”
The company replied on 2022-01-31: “Dear E Glyver Thank you for your feedback and we are of course sorry to learn you have been disappointed with several aspects of your experience and holiday. We're glad to know you have been in…”
Our classifier read this reply as a template response.
6 readers marked this review helpful on Trustpilot.
“unwilling to tell us exactly why”
The company replied on 2023-08-15: “Dear Mr Jones Thank you for your comments, although we're sorry you have remained disappointed. However, we have explained on several occasions that Trailfinders can only sell flights made by…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
Other
49 reports · 10% of complaintssteady“No relevant details were supplied relating to my confirmed collection to and from Faro airport from my hotel.”
The company replied on 2022-03-07: “Dear Gloria Thank you for your feedback although we're sorry to learn you have been disappointed with the service you have received on this occasion. However, we're glad to know you have had the…”
Our classifier read this reply as a template response.
5 readers marked this review helpful on Trustpilot.
“I recently experienced a refusal by Trailfinders to answer two questions I had on a recent advertisement”
The company replied on 2021-03-17: “Dear Mr Bowden We're sorry to hear you have been disappointed after your last contact, as this certainly was never our intention. We have introduced a policy of raising a nominal service fee of £50…”
Our classifier read this reply as a deflection.
5 readers marked this review helpful on Trustpilot.
“we are still receiving Trailfinders newsletter in the post.”
The company replied on 2021-01-14: “Dear Alessandra Thank you for contacting us, although we cannot locate any previous request to be removed from our marketing list, which is possible via our website at anytime. However, we have…”
Our classifier read this reply as a substantive response.
5 readers marked this review helpful on Trustpilot.
Overcharging
41 reports · 8% of complaintssteady“Not only could we have done it cheaper ourselves, we would not made such an utter mess of it into the bargain”
The company replied on 2022-06-13: “Dear Ann Thank you for getting in touch, although we're sorry you have been disappointed. We have asked a Senior Duty Manager to get in touch in order to assist further. Best regards Trailfinders”
Our classifier read this reply as a substantive response.
It promised: to escalate.
5 readers marked this review helpful on Trustpilot.
“The flights only costs £402, so is their profit on the flight alone £315 !!!!!!!!!!!!!!!! Can never get through on the phone”
The company replied on 2022-02-15: “Dear Dave We're very sorry to learn you've been disappointed with your Trailfinders experience so far. We're glad to know you've been able to speak with a Senior Duty Manager and our dedicated team…”
Our classifier read this reply as a template response.
5 readers marked this review helpful on Trustpilot.
“No telephone responses Inadequate proposal/ costings On investigation massive overpricing of accommodation”
The company replied on 2022-02-20: “Dear BT Thank you for your feedback, although we're sorry you have been disappointed with your Trailfinders experience on this occasion. We're glad to know you've been able to discuss your concerns…”
Our classifier read this reply as a template response.
5 readers marked this review helpful on Trustpilot.
Compare Trailfinders 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 2026-09-23.