Polanitravel レビュー 

We booked Manchester to Geneva return flights through Flightcatchers and got the dates wrong, an honest mistake, spotted and corrected the next morning when my partner booked a second, correct set of flights herself. Two bookings, two weeks apart, no harm done yet.

A month later I called to see if the two could be combined into one longer trip. I checked with Ethiopian Airlines directly first, who told me exactly what needed to happen and to get my agent to action it. I called Flightcatchers, explained it in detail, and was quoted £210 to move my own outbound date onto the second booking. While on the phone I also asked about a refund on the now redundant first booking; cancelling it for VAT recovery was their suggestion, not mine, and I agreed.

Throughout that call I repeated, several times, that my partner's flights on the second booking were to be left completely untouched. Every time, I was told there was no problem.

What actually happened: her flights were cancelled outright, using an email confirmation she'd given on the clear understanding it related only to my date change. And what Flightcatchers had called an "amendment" turned out not to be one at all; you can't amend a return leg the way they described. What they'd actually done was quietly create a brand new, standalone booking under a separate reference with no Flightcatchers booking number attached, so it never even appeared in "manage my booking." Had I known that's what was being sold to me, I'd have booked directly with the airline myself and taken my business elsewhere; it's hard to see that as anything other than deceptive.

What this really exposed was how much of a safety net they'd quietly taken away. On the day of travel, train issues meant I nearly missed my connecting service to the airport, and for a moment it hit me just how much was riding on that one flight: the accommodation, the hire car, the bike rentals, an entire month long. If Flightcatchers had simply left the second booking alone as agreed, even in a worst case where I missed that flight, I would still have had a full two week holiday to fall back on. Instead, because they'd cancelled it without authorisation, there was no fallback left at all.

When I complained and asked them to review the call recording, they investigated themselves, found no error, and told me that restoring my partner's flights was my expense, not theirs. No ombudsman, no independent review, just the same people who caused the problem marking their own homework.

Getting anyone to properly look at it was its own ordeal: promised callbacks that never came, a switchboard that refused to transfer me back to the relevant team, and being told only the original agent could review the case. When I pushed for someone else to look at it in writing, I was handed an email address that other customers report goes nowhere.

In the end I bought my partner a new return ticket directly from the airline, smooth, no fuss, in about ten minutes. Meanwhile we'd paid over £820 across three bookings with Flightcatchers, and over £1,000 in total before we'd even flown.

This also wasn't a one-off. On the original booking, my partner gave the correct spelling of both our names twice, the confirmation still came back wrong, and she was charged £80 to fix their own error, only refunded after we escalated it.

One mistake is a mistake. A pattern of charging customers to clean up your own errors, removing your safety net without telling you, then clearing yourselves of wrongdoing when it happens again, is something else. Book direct with the airline and save yourself the money and the stress.

After booking, my itinerary was changed, including a longer wait in Istanbul, which I did not request. I was then asked to pay an additional £20 per passenger for new e-tickets for a change that was not my fault, which I refused.

My London–Erbil flight was subsequently cancelled/affected due to the situation at Erbil Airport, so I requested a refund. I was told I was only entitled to unused taxes and would receive around £60 per passenger.

I have now received only £60 per passenger, paid directly into my bank by Polani Travel. However, I have not been given any clear breakdown showing how this amount was calculated, how much the airline refunded to Polani Travel, or whether any money was retained or deducted.

The communication and customer service throughout were extremely poor. I felt I had to fight just to get basic information about my own booking and refund.

I strongly recommend checking their refund conditions carefully and keeping all correspondence. I would not use this company again.

My recommendation is to avoid this company and buy direct from the airline.
My flight was cancelled by the airline. The airline (Singapore) have confirmed they have issued a refund however Polani are withholding part of it. A good company would have refunded the full amount automatically without my having to chase on a daily basis. It seems now that I will need to pursue them through the courts in order to recover the money. Avoid.

Asad was very helpful for booking my flight . He supported me all the way through booking to the payment with patience.

Polani Travel / Flight Catcher are scammers whose only goal is to take more money from customers.

I booked 5 return tickets from Birmingham to Delhi through them. When the airline cancelled the flights, instead of helping, they demanded £23 per passenger in “admin fees” – £115 in total – just to process a cancellation that was completely outside my control. It honestly felt like they were trying to rob customers at the first opportunity.

Their customer service is one of the worst I have ever experienced. The staff argued with me on the phone, refused to provide my available options unless I emailed them first, and kept repeating, “You accepted the terms and conditions.”

When I asked them to send me the terms and conditions that supposedly allowed these charges, they couldn’t provide me with a copy and simply kept telling me to look on their website. They were happy to rely on the terms and conditions when taking my money but couldn’t produce them when I asked for them.

Instead of supporting customers when an airline cancels a flight, they look for every opportunity to rob more money from customers. Once they have your payment, don’t expect any help or customer service.

Avoid these scammers if you value your money. Book directly with the airline or use a reputable travel agent. I will never use Flight

Now has to go through legal way to teach these scammers a lesson.

If there was an option for 0 stars i would choose that. I had been trying to resolve a matter for 4hrs and support was not good. Advisers speak properly and kept transferring me between different companies. There were insane amount of fees as well for minor changes such as typo of one letter in the name

Keep away from this company.
Airline cancelled my flight due to war, but polani travel didn't refund me and kept making excuses. Had to get the bank involved, finally the bank refunded me my £4012 not them. Took me 5 months.
Never use a debit card, always use credit card you have more protection.

Avoid this company, book through a travel company from word of mouth. My flights were cancelled by the airline due to the war. This company in a cohesive manner asked me to respond to the email to go ahead with the cancellations, making it out like I’m orchestrating the cancellation so I can no longer be entitled to a refund. This is disgusting behaviour from people who I thought shared the same belief system but they are not, they’re priority is to pocket money from venerable people.

If you ever book package holidays use a credit card! After constant back and forth with the bank over 4months I finally received my refund.

Terrible experience.

Flights cancelled by the airline, refund offer not near 50% of the ticket price. Raised a chargeback. Hounded by the company by telephone, told not to do the chargeback, that it will never be accepted etc etc.

1 chargeback upheld, a further not, then company refused to pay the refund for the other ticket as it was "out of the terms".

Now hounding me to close the chargeback I reraised.

Terrible communication unless they want something from you then absolutely relentless.

would NOT recommend, pay the extra to book directly with the airline.

Excellent customer service provided by qamar iqbal

Didn’t get my ticket straight away was told just to wait it will come within 96hours rang again as I only had 24 hours left till my seat would be lost with the airline Qamar Iqbal helped me out and got my query resolved within minutes.

Spoke to Kamal at Flight Catchers. He was so professional, polite and helpful. Booked my flight in no time and quickly sent me all the paperwork.He fully explained the process required and completed the job very very efficiently. Definitely recommended

Disgusting !! Booked x 3 flights to Cairo with Egypt air via this company...no mention of seletcing seats...to then recieve a phone call quote of £300 for 3 of us to sit together. With a disbaled Mom who needs assistance.
Be aware !!

Qamar, did a great job.

Excellent communication skills legend in words Qamar Iqbal

Qamar Ikbal was brilliant and very helpful with my booking

Qamar Iqbal thankyou for helping so much. Really appreciate it

Wasn't allowed to board return as missed second segment of flight due to sickness.
Wanted more funds for new ticket, had to cross zone subject to war.
Adamant of £10-30 refund - won't justify reason nor release comms with airline.
Wont adhere to FOI / SAR request

My husband wanted extra leg room as he suffers with back pain .he was told to book and pay for his flight which he did when he rang back after the payment was taken he was told there was no extra leg room on the going out flight but was there on the return .
My husband explained he cannot be all scrunched up .
When he spoke to the guy a price was agreed .
When they came back and said no flight my husband said I need to cancel the flight as I can't be in pain for 13 hours on the flight and more hours recovering after the flight .
He booked the flight rang up within ,10 mins for the seats and it costhim 200.00 to cancel .
You need to be able to book and pay for the extra leg room online .
My husband is an OAP and you have scammed him out of this money .
Shame on you all

Very good customer services thanks qamar iqbal