Travel FX: most-reported complaints
Automated analysis of 983 public Trustpilot reviews published 2026-05-29 to 2026-09-23. TrustScore 4.9 from 34,937 total reviews — see the Trustpilot page. Quick answer: is Travel FX legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery failures, which account for 30% of the 53 complaints identified in the analyzed period. Support issues are the next most frequent concern, cited in 24% of complaints, followed by late deliveries at 23% and delayed refunds at 19%. The trend for delivery failures and late deliveries is rising, while support complaints are falling, and refund delays remain flat. These figures are based on 983 reviews analyzed between May 29, 2026, and September 23, 2026.
How to reach Travel FX
These are the contact details Travel FX publishes on its Trustpilot profile, as of our last check on 2026-09-23 — it publishes no phone number there, email [email protected], address PO Box 514, Stevenage, SG1 9LN, GB.
The company claimed its Trustpilot profile on 2018-05-22, 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 4 of 32 in Currency Exchange Service. We last checked this profile on 2026-09-23 and found 25 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 17 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 FX currency exchange -- buyer beware”, “Anyone used Travel FX Recently”, “Travel FX - Cancellation 'Charges'”.
Elsewhere: 4.8★ on Google (3,077 reviews)
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 (99%, 0.8d) · 2026-08-15 (95%, 0.8d) · 2026-08-18 (94%, 0.8d) · 2026-08-21 (100%, 1.0d) · 2026-08-24 (99%, 1.0d) · 2026-08-27 (100%, 1.0d) · 2026-09-01 (100%, 0.9d) · 2026-09-04 (99%, 0.9d) · 2026-09-07 (98%, 0.9d) · 2026-09-11 (100%, 1.1d) · 2026-09-14 (99%, 1.1d) · 2026-09-17 (100%, 1.1d) · 2026-09-20 (97%, 1.1d) · 2026-09-23 (98%, 1.1d).
Severity: 43% of this company’s 53 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 May 2024, 67% of 12 one-to-three-star reviews were 1★; in August 2026, 78% of 18.
Counted from May 2024 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 1.5 days between the experience and publishing their negative review (338 reviews record both dates).
Measured reply time: across 358 negative reviews that received a public reply, the median wait was 1.2 days — the company profile reports an average of 1 days.
Reply quality: of 358 company replies to negative reviews analysed, 31% engaged with the specific problem and 8% were generic templates.
Review provenance: 917 company-invited reviews in the recent window average 4.94★, while 41 organic (uninvited) reviews average 2.98★.
3% of its 901 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: delivery failed makes up 30% of this company’s complaints vs a 14% median across 8 ranked companies in its sector.
Review velocity: 4,669 of this company’s 34,937 Trustpilot reviews (13%) were written in the last 12 months.
What are the most common complaints about Travel FX?
Delivery failed
16 reports · 30% of complaintsrising since 2026-09“Travel FX is choosing to wait before submitting its claim, delaying any potential resolution and leaving me £816 out of pocket.”
The company replied on 2026-08-03: “Hi, Thank you for your further feedback. We appreciate that this has been a very frustrating experience and understand why you are looking for regular updates. As the package was sent via Royal Mail…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“Did not receive my money it got lost in the post and they said I have to wait 90 day”
The company replied on 2026-07-27: “Hi Colin, Thank you for your feedback. We're very sorry that your order has been affected by a loss within Royal Mail's network and understand how frustrating this situation is. To clarify, we do not…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“I ordered foreign currency, but it was never delivered.”
The company replied on 2026-07-23: “Thank you for your feedback, Vishal. We are sorry to hear about the frustration caused ahead of your trip, as this is certainly not the experience we aim to provide. Our records and Royal Mail…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Support unreachable
13 reports · 24% of complaintsfalling“They don’t even provide a phone number, so the only way to communicate is through email”
The company replied on 2026-07-06: “Thank you for your review Aman. We understand your frustration and apologise for any inconvenience you feel you have been caused; however, we are legally obliged to conform to regulations in place…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“I ordered foreign currency, but it was never delivered.”
The company replied on 2026-07-23: “Thank you for your feedback, Vishal. We are sorry to hear about the frustration caused ahead of your trip, as this is certainly not the experience we aim to provide. Our records and Royal Mail…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“They ignored every email. Instead of admitting their mistake or offering an apology, they rushed to dispatch the order after I had made contact.”
The company replied on 2026-07-17: “Hi, Thank you for your feedback. We’re sorry that you were unhappy with your experience, however we would like to clarify the circumstances surrounding your order. Your order was placed for next day…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Delivery late
12 reports · 23% of complaintsrising since 2026-09“No real concern at this point or reassurance. Just a gruff response.”
The company replied on 2026-07-29: “Hi, Thank you for taking the time to leave your feedback, Steve. We're sorry to hear that you were disappointed with your experience. Having reviewed your order, Royal Mail attempted delivery on four…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“They ignored every email. Instead of admitting their mistake or offering an apology, they rushed to dispatch the order after I had made contact.”
The company replied on 2026-07-17: “Hi, Thank you for your feedback. We’re sorry that you were unhappy with your experience, however we would like to clarify the circumstances surrounding your order. Your order was placed for next day…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“They delivered my travel currency two whole weeks after I had already returned from my trip.”
The company replied on 2026-08-28: “Thank you for your review. We understand that you are extremely unhappy with what happened, however we must correct a number of statements in your review. Your order was processed and dispatched by…”
Our classifier read this reply as a deflection.
Refunds delayed
10 reports · 19% of complaintssteady“Did not receive my money it got lost in the post and they said I have to wait 90 day”
The company replied on 2026-07-27: “Hi Colin, Thank you for your feedback. We're very sorry that your order has been affected by a loss within Royal Mail's network and understand how frustrating this situation is. To clarify, we do not…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Travel FX weren’t very supportive or understanding when we expressed our concerns”
The company replied on 2026-07-01: “Thank you for your feedback, Louis. We are very sorry that Royal Mail failed to deliver your order. It isn’t good enough, and we are upset with Royal Mail too, they have let us both down. Please know…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“the money was never delivered and investigation is going on with Royal Mail”
The company replied on 2026-08-18: “Hi Kyrell, We appreciate that you remain unhappy with the situation, however, as you have now posted a number of reviews and updates regarding the same claim, we would like to clarify the current…”
Our classifier read this reply as a deflection.
Support unhelpful
10 reports · 19% of complaintssteady“No real concern at this point or reassurance. Just a gruff response.”
The company replied on 2026-07-29: “Hi, Thank you for taking the time to leave your feedback, Steve. We're sorry to hear that you were disappointed with your experience. Having reviewed your order, Royal Mail attempted delivery on four…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Travel FX weren’t very supportive or understanding when we expressed our concerns”
The company replied on 2026-07-01: “Thank you for your feedback, Louis. We are very sorry that Royal Mail failed to deliver your order. It isn’t good enough, and we are upset with Royal Mail too, they have let us both down. Please know…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“One arrived, but the second parcel, was not delivered”
The company replied on 2026-08-19: “Thank you for your feedback. We're very sorry that one of your packages has been affected by a loss within Royal Mail's network and we appreciate how difficult this situation has been. As your…”
Our classifier read this reply as a deflection.
Overcharging
4 reports · 8% of complaintsrising since 2026-09“Delivered to wrong address- we waited home. Nothing came.”
The company replied on 2026-09-16: “Thank you for your feedback, Mandy. We understand your frustration regarding the delay to your currency, especially as a returning customer who has previously enjoyed our service. However, our…”
Our classifier read this reply as a deflection.
“They then offered me £60 (nearly 7%) less as a refund”
The company replied on 2026-08-13: “Thank you for your feedback, Rosie. We understand your frustration and apologise for any inconvenience you feel you have been caused, however, we are legally obliged to conform to regulations in…”
Our classifier read this reply as a deflection.
“a lousy exchange rate resulting a rate of £1 to €1”
The company replied on 2026-06-15: “Hi James, Having reviewed your order, neither of the figures quoted in your review match the actual transaction values. The amount paid and the amount of currency supplied were different to those…”
Our classifier read this reply as a deflection.
Compare Travel FX 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.