I ordered a guide lonely plant book for Jordan yesterday and paid on line. I received a confirmation of my payment but no confirmation email. No idea when it would be delivered and their contact help... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Latest comments meanwhile 2 years ago. It became mainstream, no critics allowed whencadvising on Destinations. As an example (one of it) Namibia. Swakop full of Tourist, touring on a high level. But t... See more
Company replied
The new format Caribbean Islands book has no information on where to stay if you actually care about money. No dangers and annoyance section sadly absent as Haiti is one of the included countries that... See more
Company replied
Ordered a book from their online shop on June 23, finally shipped on July 7 -- immediately after I tried to cancel the order. Given an explanation about a "processing error on some orders". Needless t... See more
Company replied
Company details
Written by the company
Love travel? Discover, plan and book your perfect trip with expert advice, travel guides, destination information and inspiration from Lonely Planet. We publish travel guides, ebooks, phrasebooks, a range of gift, food and children's titles.
Contact info
United Kingdom
- www.lonelyplanet.com
1.4
Bad
343 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Thar desert tours
10 January 2018 - the date our tour in India started!! Two women with our two young daughters arrived in Terminal 3 in New Delhi- India. Mr Kamal from Jaisalmer, owner of the Thar Desert Tours planned everything for us, well organized and for sure safe. The car with a very polite driver, the hotels, the train- trip and the tour in the Thar desert. In Jaisalmer we had the opportunity to meet his parents and fanily and we were very welcome.! It was an experience we never forget and we are already planning to come back! Thank you mr Kamal
15 October 2021
Unprompted review
Great travel guides, but could have better souvenir value
I find Lonely Planet books very informative and useful. They are ideal to take on a trip as a guide, with lots of information on sites, restaurants, hotels and local cultures. They make sure one doesn't miss out on anything during a trip. I wish they had a little more souvenir value though, through more colour photographs and a more attractive layout (I'm comparing them with DK Eyewitness books, which have such great souvenir value in addition to information). But that's just the aesthetics. In terms of content, Lonely Planet book are great!
24 June 2021
Unprompted review
Reply from Lonely Planet
Hi Akshay!
Thank you for taking the time to write this wonderful review!
Our Best of series might be more of what you are looking for as a souvenir.
Here is a link to see what we offer:
https://shop.lonelyplanet.com/categories/best-of
The Best of guides are more of a "highlight" guide that includes photos. Accommodation recommendations are not included, though.
Please contact us if you need anything else!
We appreciate your support!
Thank you,
Lonely Planet Customer Support Team
best online service in romania
7 May 2021
Unprompted review
INCOMPETENT, UNRELIABLE, UNTRUSTWORTHY
I placed an order with the L.P. Shop beginning of December. After one month (and two emails), no travel guide.
I needed to receive the book so placed an order with another company (which arrived promptly).
After six weeks, I had sent a further three emails requesting a refund. No reply to the emails and no refund but someone finally got around to putting the order in the post. I therefore now have a second, completely useless, version of the guide.
I have better ways to spend my time than chasing refunds from such an inept, incompetent and untrustworthy company.
My advice: AVOID ANY BUSINESS WITH THE L.P. SHOP AND THEIR INCOMPETENT CUST. SERVICE.
A Edwards
14 January 2021
Unprompted review
Reply from Lonely Planet
Hi Mr. Edwards!
Thank you for taking the time to leave feedback on your recent order.
We are caught up on all emails, so if we have not replied to you, this means we have not received your email. Please contact us at shop@lonelyplanet.com. If you would prefer a refund just let us know your order number.
We are seeing global delays in shipping due to the pandemic, so a 6 week turn around for Europe and Africa is, unfortunately, common. We do apologize that it took so long to get your book to you.
Please let us know about your refund! We will be happy to help!
Jana
Lonely Planet Shop Support
Good in general
Guide books: the main reason I buy LP is the fact they make a solid base to plan a trip, especially due to the "how to get there/getting around" section for every city/sight. I never use the information about accommodation or food options as there is usually no reason to do so. The overall quality depends on the book, for example "South East Asia On A Shoestring" was perfect while the one about Egypt seemed to miss a lot of information.
Onlineshop: fine, there is usually some kind of discount which makes an order from here cheaper as getting the book from the most competitive Swiss online store. Delivery was always about two weeks.
10 January 2021
Unprompted review
Reply from Lonely Planet
Hi Dominik,
Thank you for taking the time to leave feedback here.
We really appreciate you taking the time to get in touch and share this with us. I’ll make sure to send your comments to everyone who worked on those guides, as I'm sure they'll be happy to read your praise for their efforts.
Please let us know if you have further feedback!
Thanks again!
Jana
Lonely Planet Shop Support
Service rate -0
Service rate -0 !
Placed On 11/22/2020 at 10:12 PM
Status Open
After a month I still haven't received my order ! Sent lots of emails to customer service - Jana - who keeps sending me replies saying that she is checking and checking and checking...Absolutely ridiculous !
The order was allegedly dispatched on 16th December but nobody knows where it is. And Jana keeps saying that she is not responsible for the shipment.
What I am left with is no Christmas gifts and a legal action to take against Lonely Planet.
Would anybody expect that from such a reputable brand?
BTW. The order was NOT placed for Madagaskar, just within EU.
This is to prove that Jana from Lonely Planet keeps saying untrue information. The email was sent to me nearly a month ago. Till now I havent received any replacement order or refund.
Dec 9, 2020, 6:16 PM GMT
Hi Awajs,
Thanks for your message.
Yes, the order was shipped, but most likely lost in transit.
No tracking number was supplied to me.
I do apologize for this.
A replacement order has been sent out.
Thanks!
Kind regards,
Jana | Customer support team
21 December 2020
Unprompted review
Reply from Lonely Planet
Hello!
Thank you for taking the time to write a review here. We do apologize that your order has been lost in transit. These things to happen, unfortunately. I checked and I have offered to send a replacement order or issue a refund due to the order problems. Please keep us posted on what option you would like and we will be happy to help!
Thanks again!
Jana
Lonely Planet Shop Customer Support
I wish I had looked here first then I would not have purchased!!
Book order- I wish I had looked here first!
I have always loved Lonely Planet, an old travel companion I trusted and looked to for awesomeness. First time ordering a book on their site.......I added express post as it was for my Dad's birthday.
No email confirmation, no item arrival....now I have contacted customer service, but it sounds like I am wasting my breath. I wonder if I can do anything via my bank.
So VERY disappointed !!
I will never order from you again and the books I had planned to additionally order will not be purchased either.
Such a shame to see the demise of such a fanatic company! (when Australian owner) the reputation is down the toilet, now it is OS owned and useless! a scam!
18 December 2020
Unprompted review
Reply from Lonely Planet
Hi Gwynneth!
Thank you for writing a review here. So sorry you have not received confirmation on your order.
Perhaps there was a typo in your email as to why you have not received an email confirmation?
We see you have mentioned that you emailed us. We will be on the lookout for that and will reply with details.
Delivery within the UK takes up to 5 business days after processing. Other European countries can take up to 5-20 business days depending on location.
If you need anything else, please let us know!
Thank you!
Lonely Planet Customer Support Team
Items never arrived.
Ordered 2 books from Lonely Planet. Waited over a week (despite paying for first class delivery at an extortionate £6 with no tracking) before contacting customer services. They assured me the products will have been dispatched and to continue waiting although they couldn't confirm with the warehouse as couldnt find the information, not the greatest of help....
Then out of the blue they sent me a refund (even though I didn't request one). The books still never arrived so clearly had not been dispatched like they originally stated.
Will never shop with again.
21 October 2020
Unprompted review
Reply from Lonely Planet
Hi Danny!
Thank you for taking the time to write this review. We do apologize for the issues with your order.
An issue occurred with how data was submitted to the shipper we use from the warehouse we use.
As soon as we uncovered this issue we notified all customers.
From our end, it did look like orders has processed. Once again, we do apologize for the inconveniences with this. We are working now to make sure this does not happen again.
Thanks again!
Jana
Lonely Planet Shop Customer Support
Have been waiting for a refund for the…
Have been waiting for a refund for the subscription money taken from my bank account after the magazine was stopped. Keep being passed from pillar to post with continual promises it's being sorted. It clearly isn't.
Over a month now and many many calls and emails. Very poor customer service
14 July 2020
Unprompted review
Reply from Lonely Planet
Hi Carole!
Thanks for your message!
We here at Lonely Planet do not handle the subscriptions, but we will be happy to help get your refund.
Do you recall who you purchased the subscription from?
Buy Subscriptions is where most subscriptions originated from. They notified us that all subscribers should have received communication advising them of their options.
If you did purchase through them, you can contact them via: www.buysubscriptions.com/LP-customer and complete the ‘Contact Us’ form to contact their customer services. Please supply your Subscription Number to help them process your request. This is a 10-digit number, beginning with a 4.
If you purchased through Google Play please contact them here:
https://play.google.com/store/apps/details?id=com.google.android.apps.magazines
If you purchased through Apple, please contact them here:
https://support.apple.com/en-gb
We do hope that helps!
If you still receive no answer please email is at shop@lonelyplanet.com and we will be happy to dig deeper on this for you.
Thanks!
Lonely Planet Support Team
Terrible
Terrible. First time purchasing a book here. It has been over a month and they still have not shipped it. Been emailing them back and forth but they still will not send it. They say they have no control over the factories that hold the books. Asked to speak with a supervisor or manager and have been completely ignored. So right now I’m out $40.
18 June 2020
Unprompted review
Reply from Lonely Planet
Eric,
Thank you for taking the time to write a review here.
We do apologize for the delay in getting your other book shipped out.
One of your books has been delivered, and the other is still awaiting shipment. The other book is not in our top titles, so that is the reason for the delay.
Here is the reason for the delay:
Our warehouse has made the decision to move to an emergency Social Distance Operating (SDO) model. Long term this new model will ensure that valued staff will be able to continue in their jobs in an environment that puts their health and safety first.
What this means is that we are focusing our efforts on shipping out orders for high demand titles and latest releases first. We do expect this to change in the coming weeks, but in the meantime you might find you receive two parcels.
This is detailed further on our website here:
https://shop.lonelyplanet.com/pages/deals
As mentioned in my last email to you, we refunded you as a courtesy for the book not yet delivered.
If you need anything else, feel free to reply to the email chain.
Thank you!
Jana
Lonely Planet Online Shop Support
Tragic Demise Of A Favourite Magazine
I was a subscriber of Lonely Planet magazine for the last six years and always enjoyed the read but sadly the magazine is no more a victim apparently of the Coronovirus pandemic.
25 May 2020
Unprompted review
Reply from Lonely Planet
Hi Gary!
Thanks for your message regarding the Lonely Planet magazine.
You are correct that the magazine has ceased publishing.
Distribution of the magazine is handled by a third party company called Buy Subscriptions. They notified us that all subscribers should have received communication advising them of their options.
You can request a refund with them by May 31, 2020 or have your subscription transferred to National Geographic.
They will need to be notified of your choice.
Their email is lonelyplanet@buysubscriptions.com
If you need anything else, please let us know!
Thank you for your support!
Lonely Planet Feedback Team
Where is my magazine???
After buying a subscription (and money has been deducted from my bank), i still have not received an issue which was due to be released 30th April then 14 may????
19 May 2020
Unprompted review
Reply from Lonely Planet
Hi Sally!
Thanks for reaching out on this!
Here is an update on your inquiry regarding the magazine:
The Lonely Planet magazine has ceased publishing.
Distribution of the magazine is handled by a third party company called Buy Subscriptions. They notified us that all subscribers should have received communication advising them of their options.
You can request a refund with them by May 31, 2020 or have your subscription transferred to National Geographic.
They will need to be notified of your choice.
Their email is lonelyplanet@buysubscriptions.com
If you need anything else, please let us know!
Thank you for your support!
Lonely Planet Feedback Team
Well-structured info, needs some updates
I have been planning my trips based on LP travel guides over the last few years, and generally, they have provided well-structured useful information. After reading some reviews on various platforms, I double-check whether the restaurants I had picked from the guide are still open, and, well, some of them are closed. But overall experience with tips on places of interest and eating out is great. I have never used LP guides for accommodation, though, as I prefer to look this up online.
21 April 2020
Unprompted review
Reply from Lonely Planet
Hi Sue,
Thank you for your feedback and for using our travel guides.
Sorry to hear that some of the restaurants included in the guidebook were closed.
We really do appreciate the time that it takes to write to us and want you to know that it's very helpful to receive the type of feedback you have provided.
Thanks!
Lonely Planet Feedback team
Lonely Planet guides are now archaic, do your own research
Bought the GB guide when visiting Derby UK, and found that a lot of places had been closed for at least couple of years and found some great Asian restaurants not even listed! A very lazy compilation, must have been done remotely by someone on an internship! Then we bought a LP guide to Southern Indian when visiting Puducherry, and what a waste of money that was, again a lot of restaurants omitted.
My advice is dispense with these expensive "guide books" and do your own research on the internet, you can find all the local cultural attractions, restaurants and bars, and talk to the locals. Good hunting!
11 April 2020
Unprompted review
Reply from Lonely Planet
Hi Nina,
Sorry to hear that you've been disappointed by some of the listings included in these guidebooks. I've shared your complaint with our Publishing team, so they can take your comments into consideration when they work on the next editions of our Great Britain and South India & Kerala travel guides.
Our writers visit every single place they choose to list in our guidebooks (and on our website), so they will reconsider every listing for each new edition and hand-pick the places they think best deserve to be listed.
Lonely Planet Feedback team
Scammed after trusting Lonely Planet recommendation on travel insurance with World Nomads
Scammed after following Lonely Planet's recommendation to get travel insurance with World Nomads. World Nomads turned out to be a scam insurance company as they do not reply to emails and claim that they never received and emails for documentation that they asked in order to commence the claim. They just keep asking for the email and documents and you have no choice but to keep sending them the same things until probably you just give up.
Shame on you Lonely Planet.
And avoid World Nomads at all costs.
21 March 2020
Unprompted review
Reply from Lonely Planet
Dear Julian,
We're really sorry to hear that you felt scammed after buying World Nomads insurance. We have worked with World Nomads for many years and they are a reputable and reliable insurer who share many of the same values as us at Lonely Planet. That said, we're always keen to know about travellers' experiences of using our third-party recommended services, so we will make sure to share this with the Travel Bookings team, as we assess our relationship going forward.
Bad recommendations on their travel Guides
Lonely planet can not recommend places to eat and drink on their travel Guides unless they’re trustful. With this I reference for example to Fernando’s Bar In Trincomalee (Sri Lanka) guide just to mention one. Worst place I ever been and recommended by Lonely planet.
27 February 2020
Unprompted review
Reply from Lonely Planet
Hi Guillermo,
Sorry to hear that you've been disappointed by some of our recommended places to eat and drink. I've shared your complaint about Fernando's Bar with our Publishing team, so they can bear this in mind when it comes to updating our Sri Lanka content for the next edition.
Our writers visit every single place they choose to list in our guidebooks (and on our website), so they will reconsider every listing for each new edition and hand-pick the places they think best deserve to be listed.
We hope you found the rest of the guidebook helpful and that you had an amazing time overall in Sri Lanka.
Lonely Planet Feedback team
Rip off
Had a £20 gift card. Tried to purchase a £15 travel guide.. total came to £19.95 including shipping.
Website only takes the gift off the product and still tried to charge us £4.95 for delivery.
Queried this with customer service who said I will have to pay shipping despite having enough on the gift card to cover it...
£4.95 seems a bit steep for delivery of a book if you ask me.
Would not recommend and I will not be using this website in the future.
17 February 2020
Unprompted review
Reply from Lonely Planet
Hi Rebecca!
Thank you for your feedback on this.
I double checked and you are correct, the voucher you used only applies to products. This is per the company who set up the voucher.
How about an ebook so you don't have to pay for shipping? Plus, you can get started planning for your trip right away! Also, one less thing to pack!
Let me know if you have any further questions on this offer. We will be happy to help!
Thanks,
Lonely Planet Customer Support
Lonely planet has provided excellent…
Lonely planet has provided excellent help in recovering two ebooks I bought a couple of years ago.
21 January 2020
Unprompted review
Reply from Lonely Planet
Maurice,
Thank you for taking the time to write this review.
We appreciate your support and we thank you for your past purchase of digital guidebooks!
If you need anything else, please let us know!
Thanks again,
Lonely Planet Shop Customer Support
Rip Off, Don't purchase.
20% discount does not work at checkout. Don't use.
4 January 2020
Unprompted review
Reply from Lonely Planet
LittleLad,
So sorry to hear you had trouble using a promotion code!
Our current sale is buy 3 for the price of 2 (and will change weekly.) The shopping cart will compare the best deal, so if you entered a code that was less than the cost of a free book, it will not accept it.
Or, perhaps you are using a code that has since expired.
We will be happy to look into this further for you.
Please feel free to email us at shop@lonelyplanet.com and let us know what code you used and we will be happy to help you out!
Thanks and Happy Travels!
Shop Customer Support
Fantastic job when my books won't come…
Fantastic job when my books won't come on time for my trip. The support gave me an alternative and my girlfriend as more than happy about it. Thank you and happy holidays
20 December 2019
Unprompted review
Reply from Lonely Planet
Hristo,
Thank you for taking the time to share your feedback with us.
Happy to hear we provided a solution for your trip!
Happy Holidays and Happy Travels!
Lonely Planet Online Shop Support Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.