This is the 2nd poor review i have posted about this company....we (my wife as a 70th birthday surprise) booked a very expensive trip but i was then sadly hospitalised before our departure...... もっと見る
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I’ve had the pleasure of working with a few different members of the team with rail bookers and each one has been so so helpful. I had a transfer issue with a client tonight and Hillary was so quickly... もっと見る
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I had the pleasure of working with Claudio to create a custom Itinerary for a client. Claudio took the time to understand exactly what my client was looking and helped curate an itinerary that perfect... もっと見る
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So excited to just have booked the London, Edinburgh and Dublin trip for May of 2027. Claudio was amazing to work with! He was interested in putting together an amazing retirement trip for me. He hel... もっと見る
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企業情報
当該企業による記述
When it comes to independent rail holidays, Railbookers are the experts. Whether a luxury journey on the Venice Simplon-Orient-Express, an iconic trip through the Swiss Alps, combining a number of historic European cities or a Coast to Coast adventure across the USA or Canada, there’s a holiday for everyone. And flexibility is at the heart of everything we do. Adding in extra nights, extra destinations, combining different itineraries, adding additional excursions and private sightseeing are just some of the ways we make customer’s holidays truly theirs. Short breaks or longer stays, if the train goes there, so do Railbookers!
連絡先
Fleet Street, EC4A 3DQ, London, 米国
- www.railbookers.co.uk
4.6
優良
726件のレビュー
ネガティブなレビューの 100％に回答しています
通常48時間以内に回答
この企業のTrustpilot 利用方法
レビューや評価の取得方法、スコアリング、モデレーションのプロセスについて確認する。
Claudio was fantastic to work with
I had the pleasure of working with Claudio to create a custom Itinerary for a client. Claudio took the time to understand exactly what my client was looking and helped curate an itinerary that perfectly matched my clients interests and travel style. He offered valuable suggestions and answered all my and my clients questions.
2026年5月26日
自発的なレビュー
Railbookers からの回答
Hello Carol,
We’re thrilled to hear about your positive experience working with Claudio. It’s wonderful to know that he took the time to understand your client’s unique interests and travel style, helping to create a custom itinerary that perfectly matched their expectations. We’re also pleased that his thoughtful recommendations and responsiveness helped answer all of your and your client’s questions along the way. We’ll be sure to share your recognition with Claudio. Thank you for choosing Railbookers, and we look forward to helping you create many more exceptional travel experiences for your clients.
Kind regards,
Dana Miley
Service Recovery Specialist
Railbookers Group
I’ve had the pleasure of working with a…
I’ve had the pleasure of working with a few different members of the team with rail bookers and each one has been so so helpful. I had a transfer issue with a client tonight and Hillary was so quickly on the case and sorted this out for me. I look forward to working and making many more bookings with railbookers in the future
2026年5月26日
自発的なレビュー
Railbookers からの回答
Hello Harriet,
Hearing feedback like this means so much to our team. We’re delighted to know that your experiences with Railbookers have been consistently positive and that Hillary was able to provide quick assistance when your client needed support. We truly value your partnership and are excited to continue working together on future travel experiences.
Kind regards,
Dana Miley
Service Recovery Specialist
Railbookers Group
As an agent
As an agent, Railbookers is my go-to supplier for any custom rail trip I curate for my clients. Their inventory for rail, hotels, and excursions are far superior to others in the industry. My trusted Account Executive, Claudio Marin, truly is a mastermind - there is no trip too small or complex in which he doesn't come out the hero. His timeliness, attention to detail, and overall passion for travel comes through with every itinerary we collaborate on.
2026年5月20日
自発的なレビュー
Railbookers からの回答
Hello Aimee,
We sincerely appreciate your wonderful feedback and your partnership with Railbookers. It’s fantastic to hear that our rail, hotel, and excursion offerings continue to stand out within the industry. Claudio will be especially grateful for your recognition — his dedication to crafting seamless and personalized itineraries is something we value greatly. Thank you for allowing us to be part of creating memorable journeys for your clients.
Kind regards,
Dana Miley
Service Recovery Specialist
Railbookers Group
twice bitten!
This is the 2nd poor review i have posted about this company....we (my wife as a 70th birthday surprise) booked a very expensive trip but i was then sadly hospitalised before our departure...all we wanted to do was postpone but there was zero customer service apart from "please see out T & C's"...i then emailed the CEO's office but nothing!..so 100% loss!
Stop Press..my disappointment was picked up by customer services whose response was highly professional and has restored my faith … thank you
2026年5月8日
自発的なレビュー
Railbookers からの回答
Hello Michael,
Thank you for updating your review. We were sorry to hear about the circumstances surrounding your trip and the disappointment you experienced during such a difficult time.
We appreciate you giving us the opportunity to review your concerns, and we are pleased that our Customer Service team was able to assist and help restore your confidence in us. Thank you as well for your kind words about the support you received.
We wish you all the very best and look forward to assisting you on your upcoming journey.
Kind regards,
Dana Miley
Service Recovery Specialist
Railbookers Group
Anita Brooks fixed it!
Anita Brooks was able to make a correction to my clients Itinerary that no one has been able to make in several tries over the past six months.
2026年5月19日
自発的なレビュー
Railbookers からの回答
Hello Julie,
Thank you for sharing your experience. We are so pleased to hear that Anita Brooks was able to successfully make the correction to your client’s itinerary after so many previous attempts over the past several months. Anita’s persistence, attention to detail, and dedication to finding a solution are qualities we truly value, and we will be sure to share your kind recognition with her. Thank you again for taking the time to acknowledge her efforts.
Kind regards,
Dana Miley
Service Recovery Specialist
Railbookers Group
Railbookers からの回答
Hello Greta,
We’re so happy to hear Anita provided such a wonderful experience for you! Her patience, knowledge, and commitment to helping our guests truly make a difference, and we’ll be sure to share your feedback with her. Thank you for taking the time to recognize her efforts!
Kind regards,
Dana Miley
Service Recovery Specialist
Railbookers Group
Anita is a rockstar
Anita is going the extra mile to fix an issue with my clients booking and I appreciate her honesty, transparency and willingness to find a solution. Part of problem solving is listening and the other half is action and Anita does both really well.
2026年5月19日
自発的なレビュー
Railbookers からの回答
Hello Ashley,
Thank you for taking the time to recognize Anita’s support. We’re very pleased to hear that her transparency, responsiveness, and dedication to resolving your clients’ booking issue made such a positive impression. Listening carefully and following through with action are essential parts of great service, and we’re glad Anita delivered both throughout the process. We truly appreciate your kind feedback.
Kind regards,
Dana Miley
Service Recovery Specialist
Railbookers Group
Fail even before we started
Inquired last week about a trip and worked with them on some customizations for Edinburgh return/departures, responded back Friday afternoon with email requesting a call to book the trip, no reply so I called back the following Monday morning only to find the flash sale over and our discount no longer on offer and management unwilling to honor the deal even though there was no mention of the sale ending on Monday or attempt to return our call before that. VERY poor form; I had my doubts about his company looking at reviews and the slow response to travelers with difficulty, but thought we might see how Railbookers worked in practice, well I guess we got our answer. They couldn't get it right even BEFORE the start.
UPDATE; After an hour I was called and informed Railbookers WOULD honor the discount. All this angst could have been avoided had the company informed me when the sale ended.
2026年5月18日
自発的なレビュー
Railbookers からの回答
Hello Mark,
We are sorry to hear about your frustration regarding the booking process and appreciate you bringing your concerns to our attention. Our records indicate that Peter was in contact regarding your inquiry, and we apologize for any misunderstanding surrounding the timing of the flash sale and the follow-up communication.
While flash sale promotions are subject to specific booking windows, we are pleased that our team was ultimately able to honor the discount for your trip. We understand how important clear communication is during the planning process and appreciate your feedback regarding your experience.
Thank you again for sharing your comments and for giving us the opportunity to address your concerns.
Kind regards,
Dana Miley
Service Recovery Specialist
Railbookers Group
Sean Michael Dodman listened to my…
Sean Michael Dodman listened to my concerns (on behalf of my clients) and fixed the issues. His willingness to solve the problem to a satisfactory resolution and his warmth and humor though the process was greatly appreciated.
2026年5月14日
自発的なレビュー
Railbookers からの回答
Hello JA,
Hearing about experiences like yours is incredibly rewarding for our team. We are delighted to hear that Sean Michael Dodman listened carefully to your concerns and worked to resolve the issues for your clients in a positive and professional manner. His commitment to customer care, along with his warmth and humor throughout the process, is exactly the experience we strive to provide.
Kind regards,
Dana Miley
Service Recovery Specialist
Railbookers Group
Claudio Marin is awesome to work with!!
So excited to just have booked the London, Edinburgh and Dublin trip for May of 2027. Claudio was amazing to work with! He was interested in putting together an amazing retirement trip for me. He helped us to trim the costs a bit with great hotel options and tour options. Definitely would love to work with Claudio again. Very warm and personable!! 5-star service!!
2026年5月12日
自発的なレビュー
Railbookers からの回答
Hello Tina,
Thank you for sharing your experience with us. We’re so pleased to hear Claudio provided warm, attentive, and personalized service while helping plan your London, Edinburgh, and Dublin getaway. Retirement trips deserve to be truly special, and we’re glad he was able to tailor everything to your vision while helping manage costs along the way. Your thoughtful words mean a great deal to our team, and we look forward to assisting with your future travels.
Kind regards,
Dana Miley
Service Recovery Specialist
Railbookers Group
I want to recognize Sarah Hays from Railbookers In Travel Team
I want to recognize Sarah Hays from the Railbookers in travel team for her awesome customer service. She assisted me with a situation while my clients were currently traveling, and her response was exactly what I needed. She didn't just offer advice; she provided a quick solution and stayed on top of it until the end. It's so reassuring to know that Railbookers has experts like Sarah who can step in and handle real-time travel issues with such professionalism and speed. Thank you, Sarah, for your fantastic support!
2026年5月8日
自発的なレビュー
Railbookers からの回答
Hello Kim,
We truly appreciate you taking the time to recognize Sarah! Providing reliable support during active travel is incredibly important to us, and we’re so glad Sarah was able to step in quickly with a solution and see everything through to the end. Your feedback means a lot, and we’re proud to have dedicated experts like Sarah on our team. Thank you for your kind words and continued trust in Railbookers!
Kind regards,
Dana Miley
Service Recovery Specialist
Railbookers Group
Railbookers disappointing
We booked a multi-city European trip through Railbookers that included Dublin, Belfast, Glasgow, Fort William, Inverness, Edinburgh, London, and Paris. Unfortunately, the experience was very disappointing and did not reflect the premium price we paid.
Several major parts of the itinerary were cancelled or mishandled. The Jacobite train was cancelled and refunded, which we understand can happen. However, our London package advertised as Tower of London + Thames River Cruise + Changing of the Guard ended up being only the Tower of London, with the other portions cancelled. We have still not received a refund.
The biggest disappointment was in Paris. We booked a Normandy day tour, which we considered one of the highlights of the trip. No one was present at the pickup location provided in our documents, so we missed the excursion entirely. We contacted support, but no refund has been issued.
The hotels selected were basic budget accommodations, which was surprising given the total price of the trip. We also found parts of the travel packet unclear and inadequate, especially instructions for changing from bus to train in Ayr, Scotland.
Overall, we feel the trip was overpriced for the value delivered. There were too many problems, poor communication, missing excursions, and disappointing accommodations. Based on our experience, we would not use Railbookers again.
2026年4月18日
自発的なレビュー
Railbookers からの回答
Hello Larry,
We are very sorry to hear that your recent Railbookers journey fell short of expectations and appreciate you bringing these concerns to our attention. We understand how impactful these missed experiences can be, particularly when they are highlights of a trip. Additionally, we regret that the accommodations and travel instructions did not meet your expectations, as we aim to provide clear guidance and comfortable stays throughout our packages. This is not the level of service we aim to provide, and we take your feedback seriously. Please feel free to reach out directly at 1-800-268-7252 or socialmediasupport@railbookers.com with the reservation number and it would be our pleasure to review your inquiry in detail.
Dana Miley
Service Recovery Specialist
Railbookers Group
Kelli is Awesome!!
I spoke with Kelli and was very helpful and attentive.
She was a pleasure to work with and look forward to working with her again.
2026年4月15日
自発的なレビュー
Railbookers からの回答
Hello Teresa,
It’s wonderful to hear about your positive experience with Kelli. We’re so glad she was helpful, attentive, and a pleasure to work with. We will be sure to share your kind words with her, and we look forward to assisting you again in the future.
Dana Miley
Service Recovery Specialist
Railbookers Group
Terrible company with lack of…
Terrible company with lack of communication between them and their contractors and us. Missed tour . Also they never notified us of train difficulties
2026年4月15日
自発的なレビュー
Railbookers からの回答
Hello Carlos,
We’re so sorry to hear about your experience and the frustration this caused. Missing a tour due to a communication issue is incredibly disappointing, and we completely understand how upsetting that must have been.
While occasional last-minute changes from our partners can happen, our goal is always to make sure our guests are clearly informed and supported throughout their journey. We sincerely apologize that this did not happen here, and for the gap in communication that left you without the information you needed in time.
We work closely with our vendors and encourage direct updates to guests whenever possible, but we ultimately take responsibility for ensuring you receive timely and accurate information. Please know that your feedback is being taken seriously, and we are reviewing this internally to prevent this from happening again in the future.
Dana Miley
Service Recovery Specialist
Railbookers Group
Johnathan Gorrie is great!
Johnathan Gorrie was the most helpful of the three people I spoke with previously. I will definitely use him for the future. He found one mistake and made a better correction for us.
2026年4月13日
自発的なレビュー
Railbookers からの回答
Hello DeEtte,
It means a lot to hear such positive feedback about your experience. We’re delighted that Johnathan stood out and was able to resolve the issue while improving your plans. We look forward to helping you with your future travel needs.
Dana Miley
Service Recovery Specialist
Railbookers Group
Claudio was phenomenal and understood…
Claudio was phenomenal and understood what my client wanted. Claudio listened to what my client wanted and provided excellent customer service. His professionalism was second to none. I would highly recommend Railbookers. I will be using Claudio for any future enquiries.
2026年4月10日
自発的なレビュー
Railbookers からの回答
Hello Arline,
We are delighted to learn that Claudio made such a positive impression. Providing personalized service and understanding each client’s unique needs is so important to us, and it is wonderful to know he delivered on that promise. Thank you for your recommendation, and we look forward to working with you again soon.
Dana Miley
Service Recovery Specialist
Railbookers Group
Raymond was fantastic to work with
Raymond was fantastic to work with! He helped me rework a quote for a client and found a hotel in a city centre that just made sense for my client and her family to maximize their trip. He was patient, answered every question that I had (as well as my client!) Thank you Raymond!
2026年4月11日
自発的なレビュー
Railbookers からの回答
Hello Julie,
We are so pleased to hear how fantastic your experience was working with Raymond! It’s wonderful to know he was able to thoughtfully rework the quote and find the perfect hotel to enhance your client’s trip. His patience and dedication to answering every question truly reflect the level of service we strive to provide. We will be sure to share your kind words with him!
Kind regards,
Dana Miley
Service Recovery Specialist
Railbookers Group
Exemplary Service
Raymond was outstanding to work with. He was beyond knowledgeable and never wavered a bit when I gave him a challenge. I felt taken care of the entire way!
2026年4月10日
自発的なレビュー
Railbookers からの回答
Hello Jody,
We love hearing about experiences like yours! It’s fantastic to know Raymond provided such knowledgeable and reliable support, even when faced with challenges. We’re grateful you felt cared for throughout, and we’ll be sure your feedback is shared with him.
Kind regards,
Dana Miley
Service Recovery Specialist
Railbookers Group
Jonathan Gorrie went above and beyond with customer service
Jonathan Gorrie made the experience a pleasurable experience. We realized that a segment of our itinerary for an upcoming trip had not been booked. Jonathan addressed the issue in a timely, courteous, professional manner.
2026年4月9日
自発的なレビュー
Railbookers からの回答
Hello Bettydee,
We truly appreciate you taking the time to share your experience. It’s wonderful to know that Jonathan was able to assist in resolving your itinerary concern with such professionalism and care. We’ll be sure to pass along your kind recognition to him!
Kind regards,
Dana Miley
Service Recovery Specialist
Railbookers Group
Spain Trip
We just returned from our Spain trip from Seville to Cordoba, Malaga and Ronda. Birthday trip and surprised that it was Holy week in Spain, as an added attraction. AMAZING!!
We loved the hotels, especially our first nights in Seville and Cordoba - Unique and charming hotels. The one is Ronda was a typical hotel room, BUT the location and customer service was amazing. The Novotel in our last night to get to the airport was average, but we had high expectations after the others!! It was an add-on night, as a pit stop to depart, so not a big deal. I wouldn't want to stay there if it was a big part of the overall experience. It was loud and not in a great location.
2026年4月1日
自発的なレビュー
Railbookers からの回答
Hello Sandy,
We are thrilled to hear that your Spain trip was such a memorable birthday celebration. Discovering that it was Holy Week during your travels must have made the experience even more special. It is wonderful to know that the hotels in Seville and Cordoba stood out as unique and charming highlights, and that the stay in Ronda was elevated by its excellent location and outstanding customer service. We also appreciate you sharing your experience with the Novotel on your last night. While it was simply meant as a practical add-on before your flight, we understand your comments about the noise and location, especially after such exceptional stays earlier in the trip. Thank you for your valuable feedback and for letting us be part of your celebration.
Kind regards,
Dana Miley
Service Recovery Specialist
Railbookers Group
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