We always book with your company, never had problems that can't be solved, during co-vid we were one of the last holidays before total lockdown, we still had a fantastic time as BT made sure everythin... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
My agent was Tina and she couldn't have been more helpful and pleasant to talk to. She was patient, seeking out alternative dates and prices to the ones listed, informative and seemed genuinely intere... See more
Company replied
Great room upgrade offer. Full holiday details received within 20 minutes of paying for booking. Have used Broadway Travel before so have confidence in full support throughout pre holiday period and w... See more
Company replied
Tina was really helpful. Held a room for me till the next morning so we could get confirmation from my wife’s business that a change of date was acceptable and didn’t press at all till we knew. H... See more
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Company details
About Broadway Travel
Written by the company
With 75 years in the business, we have a proud history of providing outstanding holidays. Our experience allows us to secure the best deals to all the top destinations – that means quality holidays at a price that’s right. We are fully ABTA & ATOL protected, so you get total peace of mind when you book your holiday.
Your feedback helps us improve our customer experience and we are delighted to read so many positive reviews. We love reading comments like this: “Easy to book and great prices” (Oct 2025) and this: “Amazing company” (Oct 2025).
Where things fall short, we work extra-hard to put it right – our customers are our priority, and we look closely at our feedback. We pride ourselves on having a friendly and knowledgeable team, are always happy to answer any questions you may have and are always willing to go the extra mile.
We look forward to arranging your next holiday and we’ll do everything we can to ensure you get the break you deserve. Feel free to chat with us online, or pick up the phone and give us a call. Happy holidays!
Contact info
Amber Court, William Armstrong Drive, NE4 7YA, Newcastle Upon Tyne, United Kingdom
- 020 3368 6221
- customersupport@broadwaytravel.com
- broadwaytravel.com
4.8
Excellent
7K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
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Excellent help and service
Thank you for all your courteous help and service with a clear explanation of the process.
7 July 2026
Reply from Broadway Travel
You are so welcome Barbara, Alan is so grateful for your kind words, but has assured us that the pleasure was all his! Happy holiday countdown and thank you for choosing Broadway Travel.
This is the second holiday we booked…
This is the second holiday we booked with broadway travel. The 1st was our honeymoon in 2024,and not only did we get an amazing deal, the customer service was something else- when things went wrong such as being stuck in a tropical storm and potentially missing our cruise the customer support did all they could to get us on the next flight out.
This time around as we head to greece with our son, booking was seamless, staff where knowledgable, and had the upmost patience wuth my back and forth due to indecisiveness.
We recommend this company to everyone and will book again
8 July 2026
Unprompted review
Reply from Broadway Travel
WOW, this is simply amazing, we really appreciate your wonderfully kind words. We are so proud of the service we provide and it is lovely to hear what an impact it has had on your experience. Have a fabulous holiday and we look forward to seeing you again soon - Team Broadway Travel.
This comapny over promise and under…
This company over promise and under deliver. They lack empathy and understanding whej it comes to customers with extra needs Traveled on 26.6.26
Will never book again with them.
No help while on holiday so ive taken it up with abta and my credit card company. My credit card company have said there are many red flags against broad way travel. I have given u all the information by email so please go check and stop asking for me to repeat it over and over again.
I have been dealing with customer services since momday 29th June so why do u pretend that u dont know what my complaints are . Again this shows lack of professionalism. One hand doesn't know what the other is doing
U have my name and email u can look up my booking refrence from that.
Edit your company are known for similar situations across the board!!!
Therefore my review remains truthful to my experience with you. Very much on the ball when ur looking a sale. And spam people for reviews before they have taken their holiday which is why they have a lot of 5 start ratings. They spam u with requests for a review. Don't belive me ? Ring and get a quote and see how many tomes ur asked to leave a review. I have seen ur replies to other ppls reviews and its the same gaslightening and lack of accountability.
50 pounds isnt sufficient to cover the amount of time was taken from my holiday trying to sort things out in a satisfactory and timely matter I never once mentioned discount I was told on 22nd June I had on board credit which was denied until u listened to the call ( the call was also denied untili orovided proof). I booked 12,000 worth of holidays in a very short space of time and ur lack of professionalism leaves a lot to be desired. I was pressured to leave a review after I made my 1st call which I have now removed. Because my reviews are based on my overall experience not a sales call. And if I am in the wrong why are other companies giving the same feed back regarding complaints against you!!!!
I won't waste any more time going back and forward with you. It's been 2 weeks now.
Shame on u broadway travel!!! Give people what they pay for then u wouldn't have so many 1 star reviews.
26 June 2026
Unprompted review
Reply from Broadway Travel
*Updated-We were first contacted whilst you were on board your cruise and responded promptly to the concerns raised. These related to cabin locations, which are allocated by the cruise line and are therefore outside of Broadway Travel's control, and a query regarding onboard credit, which required a full investigation before we could provide an informed response.
We acknowledged your concerns and, as promised, carried out a thorough review of the booking, including the booking call and supporting documentation. Our investigation confirmed that a booking discount had been applied at the time of reservation rather than onboard credit. However, we also identified that incorrect information had subsequently been provided during a later conversation. We apologise for the confusion caused by this genuine human error and offered a resolution upon completion of our investigation.
Throughout this matter, our team has remained in contact with you and has responded to the issues raised in a timely manner. For this reason, we do not recognise the suggestion that assistance was not provided during or after your holiday.
We remain committed to resolving customer concerns fairly, transparently and in line with the facts established during our investigation, and we will continue to engage with you directly regarding any outstanding matters.*
Good Morning Lisa and we note that this is the second review you have left, again without leaving any details to allow us to locate your booking or with full details of the issues you would like investigated. We are in receipt of your email sent last night, however again this does not confirm your booking reference or the actual areas of your complaint. We will respond to your email and would appreciate your full response to allow us to assist you further.
Broadway is the only Way
It’s a repeat review from us.
Broadway is the only Way! Efficient helpful service - booking a holiday is a doddle!
6 July 2026
Reply from Broadway Travel
Thank you Lynda, we are so grateful for your loyalty and kind words. We are very proud of the service we provide and it is wonderful to know how much this is appreciated by you. Have a wonderful holiday - Team Broadway Travel.
Very helpful and efficient service.
5 July 2026
Reply from Broadway Travel
Fabulous to hear this Michael, thank you so much. Please remember that we are here if you have any further queries and happy holiday countdown - Team Broadway Travel.
I have been using broadway travel for…
I have been using broadway travel for over 15 years never had a issue and always good on price 👍
6 July 2026
Reply from Broadway Travel
Thank you for your fantastic review and for your loyalty to Broadway Travel over the past 15 years.
We're thrilled to hear that you've consistently had positive experiences with us and that we've been able to provide great value whenever you've booked your holidays. Earning the trust of our customers year after year is something we're incredibly proud of.
Your continued support means a great deal to us, thank you from all the Broadway Travel team.
Ex elkent customer service
Aeysha was very knowledgeable, professional and answered all my questions. She explained everything regards the booking
6 July 2026
Reply from Broadway Travel
HI Nigel, thank you so much. We're delighted to hear that Aeysha provided such knowledgeable and professional service throughout your booking experience. Taking the time to answer questions and explain every aspect of a booking clearly is an important part of ensuring our customers feel confident and well informed.
It's fantastic to know that Aeysha was able to assist you so thoroughly and make the process straightforward. We'll be sure to pass on your kind words to her, as she'll be delighted to receive your feedback.
Thank you for choosing Broadway Travel.
Very easy to book.We love the monthly…
Very easy to book.We love the monthly payment option
4 July 2026
Reply from Broadway Travel
Thank you for your lovely review.
We're delighted to hear that you found the booking process quick and easy. Making travel more accessible and stress-free for our customers is always our goal, and we're pleased that our monthly payment option helped make planning your holiday even more convenient. Thank you for choosing Broadway Travel. We hope you have a fantastic holiday.
I phoned customer service initially and…
I phoned customer service initially and spoke to Clair. We were due to go on holiday onv17th July, but my hubby had emergency surgery at the weekend. Claire explained the Amendments team would see what they could do to push holiday forward. They came back later on the day. I had an email from Hannah who explained the changes in detail. When we spoke she was very pleasant and understanding. We have booked 5 or 6 holidays with this company. Service has always been 1st class.
6 July 2026
Unprompted review
Reply from Broadway Travel
Thank you for taking the time to share your experience and for your continued loyalty to Broadway Travel.
We're sorry to hear about your husband's emergency surgery and hope he is making a good recovery. We're pleased that Claire was able to assist you initially and explain the options available, and that Hannah and our Amendments Team were able to help rearrange your holiday and keep you fully informed throughout the process.
It's wonderful to hear that both Claire and Hannah provided the understanding, professionalism and support needed during what must have been a very stressful time. Delivering excellent customer service, especially when unexpected circumstances arise, is something we strive for every day.
Thank you for trusting us with your holidays over the years. Your kind words mean a great deal to the team, and we look forward to helping you create many more happy travel memories in the future.
My agent was Evie and she was brilliant…
My agent was Evie and she was brilliant made my booking very easy over the phone and she explained everything clearly and in detail very happy with my experience
6 July 2026
Unprompted review
Reply from Broadway Travel
Thank you for taking the time to leave such a wonderful review.
We're delighted to hear that Evie provided such excellent service and made your booking experience straightforward and hassle-free. Ensuring our customers feel informed and confident throughout the booking process is incredibly important to us, so it's fantastic to know that Evie explained everything clearly and in detail. We'll be sure to pass on your kind words to Evie, who will be thrilled to receive your feedback. Thank you for choosing Broadway Travel.
We always book with your company
We always book with your company, never had problems that can't be solved, during co-vid we were one of the last holidays before total lockdown, we still had a fantastic time as BT made sure everything went smoothly. Always recommend you to friends and family. Thanks for the many years of travel with you.
6 July 2026
Reply from Broadway Travel
Thank you so much for your wonderful review and for your continued loyalty over the years.
We're delighted to hear that you've consistently had positive experiences with Broadway Travel and that we've been able to support you whenever challenges have arisen. It's especially rewarding to know that during such an uncertain time as the COVID-19 pandemic, our team helped ensure your holiday went as smoothly as possible so that you could still enjoy your well-deserved break. Customer satisfaction is at the heart of everything we do, and knowing that you continue to book with us and confidently recommend us to your friends and family means a great deal to the entire team. Thank you for your trust and support over the years. We look forward to helping you create many more wonderful travel memories in the future.
Reply from Broadway Travel
This is just perfect feedback Denise, Thank you for booking with us and we hope to see you again soon – Team Broadway Travel
Reply from Broadway Travel
We love to provide our customers with the best deals, so there will be many more to come! We hope to see you again soon– Team Broadway Travel
Outstanding Service!!
I called in the morning and got through to Natasha McLaughlin to enquire about a holiday and it was booked in the afternoon!
I’m incredibly impressed with this travel agency from the very start. The service has been exceptional, and Natasha has made the whole booking process smooth, easy, and completely stress-free.
Natasha took the time to understand exactly what I was looking for and found the perfect holiday to suit my needs and budget. Every question I had was answered promptly, and nothing was too much trouble. Her knowledge, professionalism, and attention to detail has given me complete confidence that everything has been organised to a very high standard.
Based on my experience so far, I wouldn’t hesitate to recommend this travel agency to anyone looking to book their next holiday. I’m really looking forward to my trip and can’t wait to see everything come together. Thank you for such fantastic service!
4 July 2026
Unprompted review
Reply from Broadway Travel
Thank you for taking the time to leave such a fantastic review.
We're delighted to hear that Natasha provided such exceptional service and helped turn your holiday enquiry into a booking in just one day. Finding the perfect holiday can be a daunting process, so it's wonderful to know that Natasha took the time to understand exactly what you were looking for and found an option that suited both your needs and budget. We're especially pleased that her knowledge, professionalism and attention to detail gave you complete confidence throughout the booking process. Delivering a smooth, stress-free experience is exactly what we aim for, and it's great to hear that Natasha exceeded your expectations.
Thank you also for your recommendation – it truly means a great deal to us. We'll be sure to pass your lovely comments on to Natasha, who will be thrilled to receive your feedback.
We hope you have an amazing holiday and look forward to assisting you with many more trips in the future.
Reply from Broadway Travel
Thank you for taking the time to leave a review.
We're delighted to hear that you found our team helpful and friendly. Providing excellent customer service and making the booking process as easy as possible for our customers is always our priority.
Thank you for choosing Broadway Travel.
Have booked and been on a few holidays…
Have booked and been on a few holidays arranged by the company. Everyone being excellent. Hopefully this one is the same
3 July 2026
Reply from Broadway Travel
Thank you for your lovely review and for choosing Broadway Travel for your holidays over the years.
We're delighted to hear that you've had excellent experiences with us in the past and that our team has helped make your holidays memorable. Your continued trust and loyalty mean a great deal to us.
We hope your upcoming holiday is every bit as enjoyable as the previous ones, and we look forward to helping you create many more wonderful travel memories in the future.
Great winter deal to Madeira
The holiday I have booked is, in my opinion, fantastic. I love everything thing about it- the airport transfers being included makes such a difference too.
The negative aspect is that when you have completed all details and are ready to make a payment, the price went up over £80.
The advertised price did not change though. This made me think overnight about booking, as I really don’t like being deceived.
It is the prinHowever, I did go ahead, because I think the holiday and hotel are exceptional.
3 July 2026
Reply from Broadway Travel
Thank you for taking the time to share your feedback.
We're delighted to hear that you found the holiday and hotel exceptional and that the included airport transfers added extra value to your booking. It's wonderful to know you're looking forward to your trip.
We're sorry to learn of your concerns regarding the change in price during the booking process. Travel prices are set by our suppliers and can change at any time based on live availability and demand. Unfortunately, as availability is updated in real time, the price displayed at the start of a booking journey is not guaranteed until the reservation is confirmed.
We completely understand your frustration, particularly when you've found a holiday that you love and are ready to proceed. We appreciate you bringing this to our attention and value your feedback regarding the booking experience.
Thank you for choosing Broadway Travel. We hope you have a fantastic holiday and create many wonderful memories.
Unprofessional and amateur once booking is made
Unprofessional. No after sales service. If u take the time to look at this company's 1 star reviews u will see that many many 100s of people have issues the 5 star reviews are mainly from people who have been enquiring about a holiday and not from people who have traveled or have had to resolve issues while on holiday. There's a reason why they are red flags with several companies. Please note their extortionate cancellation fees it's not simply ur 60 pounds per person deposit it is way more than that. They want over 700 to cancel 2 holidays because I no longer trust this company can meet my needs.
2 July 2026
Unprompted review
Reply from Broadway Travel
*Updated-We are sorry to hear that you remain dissatisfied.
We do not recognise the suggestion that no aftersales support was provided, as our team has been in contact with you and has responded to the concerns you raised.
Regarding the cancellation charges, these have been applied in line with the terms and conditions accepted at the time of booking. Cancellation fees are not limited to the initial deposit and can increase depending on how close the booking is to departure and the charges imposed by suppliers.
We appreciate that this is not the outcome you were hoping for. However, we can confirm that the charges quoted are in accordance with the booking terms agreed when the holidays were purchased.*We take customer feedback seriously and are committed to investigating any concerns raised about our service. However, the review does not contain sufficient information for us to identify a booking or verify the experience described. As a result, we have formally approached Trustpilot to request further information, including details that would enable us to investigate these comments thoroughly. We remain willing to review any genuine concerns and would welcome the opportunity to do so should the reviewer provide the requested details via Trustpilot.
Great booking experience.
I received an email advertising what we thought was a great deal for July 2028. I phoned to enquire for more information as to what the deal included and was given a price better than expected. I booked straightaway.
1 July 2026
Reply from Broadway Travel
We live to provide our customers with the best deals, so there will be many more to come! Bon Voyage and Happy cruising once again – Team Broadway Travel
Talk instead of Typing
I've been using Broadway travel for over 10 years having purchased packages holidays,, fantastic customer service,,very polite and helpful, patient advisors,,Wavell was very helpful and polite,, also advisors in customer service,, Olivia,, will carry on using Broadway travel,, the best thing is I can speak to a human instead of a computer if ever I have any problems and it is sorted out promptly.
30 June 2026
Reply from Broadway Travel
Thank you for your wonderful review and for choosing Broadway Travel for over 10 years.
We're delighted to hear that you've consistently received fantastic customer service from our team. Providing friendly, knowledgeable and patient support is something we take great pride in, so it's especially rewarding to know that Wavell, Olivia and our wider Customer Service team have made such a positive impression.
We particularly appreciate your comments about being able to speak directly with a member of our team whenever you need assistance. We understand how important personal service is, and we're pleased that we've been able to resolve any issues promptly and efficiently over the years.
Your continued loyalty and recommendation mean a great deal to us. Thank you for your trust and support, and we look forward to helping you plan many more memorable holidays in the years ahead. Thanks from all the team!
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