SMH

Ordered gift voucher for birthday present in September but not received. (Junk mail checked) Contacted Biscuiteers and they re-sent but little apology

A shout out for the helpful team in Reservations - especially Hayden. He quickly and efficiently sorted out a payment glitch and nothing appeared too much bother for him. Thank you!

Would have given 5 stars but four days after delivery yodel still haven't updated ebay. Have photo of delivery but one version of tracking says delayed, the other delivered.

Book arrived damaged - insufficient packaging meant corner broken and dust sheet torn - so unable to give as present. Sent images to Awesome but absolutely no response - so much for customer service. First time of using and wouldn't use again based on this experience.

Update: AB reached out eventually and whilst refusing to acknowledge book was poorly packed, offered partial refund and discount on next order.

From my initial enquiry to the last day of the tour, Inside Japan were superb. They rang a few days before departure to check I had no queries, kept me posted when Heathrow was closed and provided a comprehensive info pack covering every possible item. Finn our tour leader was excellent and passionate about showing us the best of Japan, remaining cheerful throughout.

Sam and Ben delivered my armchair so carefully ensuring nothing was knocked or scratched. For them I'd give five stars. However, I've knocked one off for the reason below.

Delivery was only available on one Sunday each month so that the company could avoid traffic. Given the dates are for the convenience of the company and not the client, it was very expensive - well above the norm.

Good comms with courier and items delivered on time

I was a first time buyer and I saw no warning that there would be an additional fee added to my purchase. I then found the item selling for less on several websites and whilst a price match was given, the introductory offer was also deducted. There was no option to change delivery date without incurring further costs and this should be flagged up before a purchase is made.

Another fascinating trip with Wild Frontiers as Saudi Arabia opens its doors to tourism. As with a previous WF trip to Iran, it felt like our guide was taking a group of friends around her country and showing us a bit of everything - we visited major sites such as Hegra, AlUla and Medina but also dipped into cafes for local specialties, spent time with a family in their home and had a stunning hike around the Al Hatima crater. Saudi hospitality meant we were welcomed with coffee and dates wherever we went and saw everything from camel-driven irrigation systems to state of the art interactive museums. The hotels were excellent and we ate at a variety of restaurants, all providing far more food than we could finish. If you want a rich and varied trip, I'd certainly recommend Wild Frontiers.

Annual service booked for 8-1 but nobody showed up and absolutely no apology from the two people I spoke to when I rang to complain. Was advsied engineer was on their way but never received promised text to advise arrival time. Engineer finally showed up and was v efficient and courteous but not one word of explanation or apology for delay.

Tried amending policy online - unable to so rang. Responder's English hard to understand and after over half an hour she announced she had to go off shift - could I call again despite our not having finished doing what needed doing! Persuaded her to pass me on to colleage - again, very poor English and attitude. Not confident I was getting correct response so cancelled policy.
Following above event, received text to send feedback but when I tried to, was told I would incur a charge to do so!
DL's response below came several days after and had taken out other insurance by then

So simple and straightforward to use. Took away stress of dealing with multiple currencies.

As always it's so straightforward with Trailfinders and I have total confidence they will provide the best price. From initial backpacking to more comfortable travel they have never failed me.

Driver hadn't been informed re narrow roads but undeterred made the delivery.

Fabulous quality duvet cover and pillow cases plus superb customer service when I made a mistake with my online order. Highly recommended.

So easy to use - have been travelling through Africa and no problems

Great communication from the outset. Steve and Jason were brilliant - made the whole experience as stress free as possible for me.

Really poor communication - letter made it sound as though my card and account were closing full stop. Staff in Customer Services had not been briefed either. Then so many emails about the new card long before it arrived. Unaware that balance would be switched immediately, well before receipt of new card so incurred high fee - again, poor communication.

And JL's response to my complaint about THEIR poor communications is to tell me to contact New Day! It beggars belief...

Incredibly helpful and efficient - highly recommended

I have booked flights through Trailfinders for many years and whilst they have always been efficient, their handling of the fallout from the coronavirus has been exceptional and set standards which would be very hard to beat.

From the outset they communicated regularly – and clearly – about cancellations with constant reassurances that my money was safe. I had several trips booked and where they were unable to obtain a refund from the relevant airline or hotel, they have provided one themselves. I cannot ratee them highly enough – their patience and client-focussed approach is superb and whenever possible I shall use them in the future. Thank you, thank you Trailfinders.