Tried booking with a different operator and couldn’t process payment. Moved to Travel House and could use ApplePay and there were no issues. Received proof of payment straight away and e-tickets sever... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
We would like to recommend Nathan Blake.Nathan is friendly,very polite & professional.He showed us different price options for our air tickets. Good price deal.Booking process was smooth and our E ti... See more
Company replied
On a Sunday evening I was able to sort out my travel plans with a very helpful rep on the phone with only a short wait. I had booked online with Travel House a transatlantic single non-refundable flig... See more
Company replied
Thank you very much Brad and the team at The Travel House.. I have just arrived in Bangkok this was only due to the fantastic service and price this company provided me for my trip, I didn’t actuall... See more
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Company details
Written by the company
TheTravelHouse.co.uk is a trusted travel company offering exceptional flight deals and world-class service. Through our user-friendly online portal, customers can conveniently book flights to destinations around the globe. We provide a wide range of travel products, including flights with over 150 airlines, bespoke holiday packages, travel insurance, and additional travel services. Founded in 2017, The Travel House Ltd is registered in the UK (Company No. 10545577) with a head office at 2A Cambridge Close, Harmondsworth, West Drayton, UB7 0AN. We are an IATA Standard Certified (IATA No. 91204050) and ATOL Protected (ATOL No. 11985) Travel Company that safeguards travelers when booking package holidays that include flights. Our team of experienced travel experts is dedicated to helping customers plan and enjoy journeys to their chosen destinations — whether it's the USA, Australia, New Zealand, Asia, South-East Asia, Africa, or anywhere else in the world.
Contact info
2A Cambridge Close Harmondsworth , UB7 0AN, West Drayton, United Kingdom
- 02081450027
- info@thetravelhouse.co.uk
- www.thetravelhouse.co.uk
4.6
Excellent
3K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 92% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Brad saw I had made an error when…
Brad saw I had made an error when booking, called to confirm, and found a better deal to correct it.
29 June 2026
Reply from The Travel House
Dear David,
We are happy to know that you liked the services offered by "Brad" who showed his efforts at his best.
Our team of Travel Consultants goes to great lengths when it comes to attending to queries and finding solutions for our esteemed clients.
Till next time :)
Regards,
Customer Relations Team
The Travel House Ltd
Excellent service from Brad.
27 June 2026
Reply from The Travel House
Dear Monzur,
We are more than pleased to know that you had an amazing experience with us. Such feedback motivates our staff and helps us in improving our services further.
Thank you for choosing us!!
Warm Regards,
Customer Relations Team
The Travel House Ltd
Terrible customer service – Completely refused my refund
I booked flight tickets through The Travel Hub, and it has been an absolute nightmare trying to get my money back after canceling flight even flight change fees is £200 for admin fees seriously ?Despite being entitled to a refund, their customer service team has given me nothing but radio silence and generic excuses, completely refusing to return my money. They are quick to take your cash but non-existent when it comes to supporting their customers. Save yourself the stress and book directly with the airline instead. Avoid this agency at all costs.
24 June 2026
Unprompted review
Reply from The Travel House
Dear Satish,
We sincerely regret the inconvenience you have experienced and appreciate your patience while we reviewed your case.
Following our investigation, we can confirm that your booking was made on 4 April for travel from Ahmedabad (AHM) to London Heathrow (LHR), including your return journey. Your ticket was issued and sent to you on the same day.
After completing your outbound journey, you contacted us on 26 June requesting to cancel the unused return flight and receive a refund.
Please note that your booking was made under the airline's most restrictive fare conditions, which do not permit refunds for partially used tickets. Although we contacted the airline to request an exception, they confirmed that no refund could be offered under the applicable fare rules. Please also note that fare conditions vary between travel agencies and airlines. As we offer highly competitive fares, the tickets are often issued under more restrictive fare rules, which may limit flexibility for refunds.
We advised you of these conditions and offered the option to change your return flight, subject to the applicable fare difference, airline charges, and our administrative fee. Please note that our administrative fee is clearly outlined in the Terms and Conditions accepted at the time of booking and applies to processing booking amendments and cancellations.
After being fully informed of the applicable conditions, you confirmed that you wished to proceed with the cancellation.
While we understand this may not be the outcome you were hoping for, we trust this explains why your refund request could not be accommodated and why the administrative fee was applied.
We appreciate your understanding and remain available should you require any further assistance.
Warm Regards,
Customer Relations Team
The Travel House Ltd
Speaking to a human who was very…
Speaking to a human who was very knowledgeable,patient,and understanding. was not a service you get very often nowadays.
Thank you Brad
23 June 2026
Reply from The Travel House
Dear Customer,
Thank you for your valuable feedback and time. Your insights are greatly appreciated.
We're thrilled that you had a satisfactory experience. Your feedback serves as motivation for us to uphold our standards.
We eagerly look forward to serving you again in the future.
Warm Regards,
Customer Relations Team
The Travel House Ltd
Excellent service.
20 June 2026
Reply from The Travel House
Dear Jonathan,
We are delighted to receive your kind review. Your feedback motivates us and helps us in improving our services further.
Thank you for choosing us!!
Warm Regards,
Customer Relations Team
The Travel House Ltd
Its excellent service
18 June 2026
Reply from The Travel House
Dear Baharul,
We are delighted to receive your kind review. Your feedback motivates us and helps us in improving our services further.
Thank you for choosing us!!
Warm Regards,
Customer Relations Team
The Travel House Ltd
When i book my ticket i just fill up…
When i book my ticket i just fill up the form then pay but im confuse with luggage i call them and inquir about luggage they are helpful and answer my quiry after couple of hrs they sent me my Eticket highly recomended
19 June 2026
Reply from The Travel House
Dear Shirley,
Thank you for your positive feedback and for choosing "The Travel House" for your travel needs!!
We are thrilled to hear that you had a very satisfactory experience. We really work hard to keep our clients satisfied with our services, and your feedback will definitely motivate us to keep up the good work.
We look forward to serving you again in the future.
Warm Regards,
Customer Relations Team
The Travel House Ltd
Very easy to book
18 June 2026
Reply from The Travel House
Dear Ledy,
We are more than pleased to know that you had an amazing experience with us. Such feedback motivates our staff and helps us in improving our services further.
Thank you for choosing us!!
Warm Regards,
Customer Relations Team
The Travel House Ltd
Ticket was cheaper than anywhere else
Ticket was cheaper than anywhere else. Reliable and fast and good customer service.
18 June 2026
Reply from The Travel House
Dear Shanawaz,
We are more than pleased to know that you had an amazing experience with us. Such feedback motivates our staff and helps us in improving our services further.
Thank you for choosing us!!
Warm Regards,
Customer Relations Team
The Travel House Ltd
Reply from The Travel House
Dear David,
We are more than pleased to know that you had an amazing experience with us. Such feedback motivates our staff and helps us in improving our services further.
Thank you for choosing us!!
Warm Regards,
Customer Relations Team
The Travel House Ltd
Efficient, reliable and good value
Good advice, speedy and able to get great prices. I've used them several times and never been disappointed.
15 June 2026
Reply from The Travel House
Dear Henry,
We are more than pleased to know that you had an amazing experience with us. Such feedback motivates our staff and helps us in improving our services further.
Thank you for choosing us!!
Warm Regards,
Customer Relations Team
The Travel House Ltd
Read before you book updated response
I am an Imam (a man of faith) and known to many people, so I believe it is important to be fair, accurate, and factual in what I write. This review is offered as sincere advice based solely on my own experience with this company.
Unfortunately, my experience was extremely disappointing, and I would think twice before booking with them.
My booking was confirmed, and on the same day I received both a booking confirmation and an e-ticket. However, about an hour later, I was informed that their Accounts Team had flagged the transaction as suspicious and my booking was cancelled.
I called the company immediately and was met by an agent whom I found to be rude and unhelpful. No satisfactory explanation was given as to why my payment was not being accepted. I even suggested completing the transaction over the phone, but this was refused. I was also told that even if I made another booking, my payment would not be accepted!
I then emailed the company four times seeking clarification, but I did not receive a proper explanation. In one of their replies they stated:
«“We also note that subsequent contact was made from a telephone number that did not match the contact number provided during the booking process.”»
This was simply incorrect. The number I used to contact them was the same number I had provided during the booking process, and I pointed this out to them in writing. In my view, no valid reason was ever given for flagging my transaction.
The cancellation completely disrupted my travel plans. I did not have spare funds available to purchase replacement tickets, so I had to wait for my money to be refunded before I could book elsewhere.
What made matters worse was the delay in returning my money. In their cancellation email dated 8 June, they clearly stated: “A full refund has already been processed from our end.” However, this did not reflect what actually happened. According to their later correspondence, the refund was not processed until 15 June, and I did not receive the money until 16 June after repeated emails and phone calls.
Throughout my dealings with the company, I found the customer service to be rude and unhelpful. Rather than working with me to verify the transaction and resolve the issue, I felt they relied on generic references to their fraud and refund policies without properly addressing the specific facts of my case. In my opinion, a simple verification call could have prevented the cancellation and the disruption to my journey.
I have also read other negative reviews describing similar experiences. While I cannot comment on other customers' cases, I can say that my own experience leads me to understand why they reached those conclusions.
Finally, if the company chooses to respond to this review, I would simply say that my account is based on documented emails and telephone conversations. The facts of my experience are recorded, and I believe my case could and should have been handled in a much more professional and customer-focused manner.
Overall, this experience caused unnecessary stress, delayed my travel plans, and left me with very little confidence in the company's customer service or handling of legitimate transactions.
Updated response:
Thank you for your response, but it raises more questions than it answers.
First, it is simply not correct to state that the refund was processed on the same day. I checked with my bank they informed me no refund had been issued. Your last email states clearly that the refund was not processed until eight days later.
Second, if your fraud policy required cancellation, why was my payment accepted in the first place, and why was an e-ticket issued before the booking was cancelled?
Most importantly, you have completely ignored the conduct of your telephone agents. Your calls are recorded. One agent told me that no matter how many times I paid, the booking would never be accepted, while another ended the call abruptly. Rather than addressing these concerns, your response appears to be a standard reply written for the sake of responding.
I will leave it to readers to compare my review with your response and draw their own conclusions.
16 June 2026
Unprompted review
Reply from The Travel House
Dear Mr. Abu Haj,
Thank you for taking the time to share your feedback.
We are sorry to hear that you were dissatisfied with your experience. However, we would like to clarify a few points regarding your booking.
Following a review by our Accounts Team, the payment associated with your booking was flagged for security verification. As part of our standard fraud prevention procedures, bookings that are identified as potentially suspicious may be cancelled, and a full refund is issued to the original payment method. This policy is in place to protect both our customers and our business from potentially fraudulent transactions.
In your case, the refund was processed from our side on the same day that the booking was cancelled. We did not delay the refund process. Once a refund has been submitted, the time it takes for the funds to appear in a customer's account depends on the banking system and the payment provider involved. If there was any delay in the funds becoming available, we would recommend checking with your bank or card issuer regarding their processing times.
We understand that the cancellation was disappointing and may have affected your travel plans. However, when a transaction is flagged during our security review process, we are unable to proceed with the booking and must follow our established procedures.
We appreciate your comments and will continue to review our communication processes to ensure customers receive clear and timely information regarding booking and payment decisions.
Warm Regards,
Customer Relations Team
The Travel House Ltd
Excellent service
An easy company to deal with. Quick responses and no long wait being held in a queue on the telephone. Brad was especially helpful when I encountered some problems with my booking, and answered my email questions very quickly, thank you.
13 June 2026
Reply from The Travel House
Dear Shirley,
Thank you for your positive feedback and for choosing "The Travel House" for your travel needs!!
We are thrilled to hear that you had a very satisfactory experience. We really work hard to keep our clients satisfied with our services, and your feedback will definitely motivate us to keep up the good work.
We look forward to serving you again in the future.
Warm Regards,
Customer Relations Team
The Travel House Ltd
Straight forward and no nonsense
Straight forward and no nonsense. No hard sell on extras that would bump up my spend.
10 June 2026
Reply from The Travel House
Dear Andrew,
We are more than pleased to know that you had an amazing experience with us. Such feedback motivates our staff and helps us in improving our services further.
Thank you for choosing us!!
Warm Regards,
Customer Relations Team
The Travel House Ltd
Process was straightforward
6 May 2026
Reply from The Travel House
Dear Anne,
We are more than pleased to know that you had an amazing experience with us. Such feedback motivates our staff and helps us in improving our services further.
Thank you for choosing us!!
Warm Regards,
Customer Relations Team
The Travel House Ltd
Great service received from Aaron…
Great service received from Aaron Smith, very professional and attentive to my needs.
9 June 2026
Reply from The Travel House
Dear Darren,
We are more than pleased to know that you had an amazing experience with us. Such feedback motivates our staff and helps us in improving our services further.
Thank you for choosing us!!
Warm Regards,
Customer Relations Team
The Travel House Ltd
Reply from The Travel House
Dear Mohamed,
We are more than pleased to know that you had an amazing experience with us. Such feedback motivates our staff and helps us in improving our services further.
Thank you for choosing us!!
Warm Regards,
Customer Relations Team
The Travel House Ltd
Excellent service
Excellent service, they called me to confirm I’d received my e-tickets via email. I got a real sense that they cared for the customer. Well done will definitely use again.
3 June 2026
Reply from The Travel House
Dear Dominic,
Thank you for your positive feedback and for choosing "The Travel House" for your travel needs!!
We are thrilled to hear that you had a very satisfactory experience. We really work hard to keep our clients satisfied with our services, and your feedback will definitely motivate us to keep up the good work.
We look forward to serving you again in the future.
Warm Regards,
Customer Relations Team
The Travel House Ltd
Reply from The Travel House
Dear Alexander,
We are more than pleased to know that you had an amazing experience with us. Such feedback motivates our staff and helps us in improving our services further.
Thank you for choosing us!!
Warm Regards,
Customer Relations Team
The Travel House Ltd
I am impressed
I was skeptical, but the service has been good and reliable so far. Under my circumstances this year of needing frequent, urgent and sometimes last-minute travel, much better than the other blanket fare-gathering companies, and better than the individual airlines.
13 March 2026
Reply from The Travel House
Dear Elizabeth,
Thank you for your positive feedback and for choosing "The Travel House" for your travel needs!!
We are thrilled to hear that you had a very satisfactory experience. We really work hard to keep our clients satisfied with our services, and your feedback will definitely motivate us to keep up the good work.
We look forward to serving you again in the future.
Warm Regards,
Customer Relations Team
The Travel House Ltd
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