The ladies in here have to be the most honest, helpful bunch in the industry!…read moreSo friendly, smiley and not annoying hard pushing sales! I've been here a couple of times, completely clueless about the destination and without wanting to look through everything a hundred times and calculating costs etc. I literally give the destination and voila!!! They tell you all the information on the local area, what hotels offer what, asking what style you want to go for, kids or adults, premium or budget. Print off all the options so you can go home and have a glass of wine and make a decision without any pressure whatsoever. I'll always go back here, okay, the pricing is a bit more, but you know you ate getting no everything covered, no dramas, booking means it's booked, no faff. Definite thumbs up!

Strangely, their phone number came up as KLM's booking line on a search, hence why I ended up using…read morean agent rather than booking directly with the airline. The agent was courteous and was responsive before and after booking. Whilst I am uncertain of the need for an intermediary between the customer and airline for an experienced traveller they did in the end follow up and remained responsive after the booking. I admittedly have a bit more confidence in the concept of a travel agent after my interaction and Travel Unravel did seem to work more on the basis of trust, rather than merely processing a booking then disappearing as I had originally feared. I am unsure whether in the end they could beat a price on a direct booking, but they certainly suggest they can. Perhaps such an agent would also be a value add proposition on more complex bookings, but I have no experience with this.

I was somehow connected to them while looking into paying gratuities in advance for an upcoming…read morecruise. Like another reviewer mentioned, their phone number came up as connected to the cruise line. The name "Travel Unravel" will NOT be used when they try to get you to pay for services, so keep that in mind. In my case, I was misled into believing I was speaking to a customer service rep from the cruise line, who pushed prepayment "at a discount," charged my card, then provided no receipt, no way of contacting them (aside of going back through my phone, and no way of reversing the charge/getting a refund. I filed a dispute with my credit card company, but that'll take a couple of weeks to resolve. I went through my phone, found their number, called and asked for a refund, but was denied. I thought maybe they'd actually paid the gratuities, so I called the cruise line. Nope! Not paid, so I called them back. Now I'm getting the, "Your customer service rep is currently busy but will get back to you in a couple of hours to resolve this." We'll see. Meanwhile, the BBB website is open to a "file complaint" page, and I'm filling it out as I write this. It is later, many hours later, and I never did get a call back. If you're looking to prevent your travel from unraveling, steer clear of these guys! I'll keep y'all posted.

The rudest and worst service that I have EVER received: I went into my local travel agent today for…read morethe the first time. I usually book with Thomas Cook down the road but the lady that usually books my holidays has left so I fancied booking with an independent agency to receive the specialised travel knowledge that they are known for. I was looking for brochures initially on the following- Mum and Dad's anniversary present, a touring holiday of Scandinavia. Budget £1000 each. Family holiday to Turkey, all inclusive 4* Hotel Budget £3000. Cruise over Xmas to Carirbean for me and my partner or Thailand. Budget £4500. Total possible spending £10,000. I got as far as picking up 6 brochures for Mum and Dad's holiday. The elderly grumpy man stopped serving the man in front of him and spat at me a tirade of abuse about the amount of brochures I was picking up! I told him that he had a brilliant selection and that I would return them when I book. He then barked out a lecture about how brochures were hard to come by and that he is going to start charging £1. He said 'You have quite enough there, now please leave!!!' I couldn't even be angry because it was hilarious to see. He practically had steam coming out of his ears. Me and the startled young man in front of him looked at each other in bewilderment. This ladies and gentlemen is customer service at it's worse. This is how not to drum up business and how not to run a travel agency. I know for a fact as I was in the travel business a long time ago that brochures are free to travel agents and tour operators would be absolutely horrified at this negative attitude. The grumpy old man serving me must be a secret millionaire to be able to afford to throw away £10,000 worth of business. My recommendation to him is to give up retail and go and do something else. Me? I'll stick to Thomas Cook thankyou very much, where I am always greeted with a smile and a plea to come back and book soon.

I equally agree that Alan Cook or whatever his name is is a very rude man. I guess he has his…read moreregular clientelle and cannot be bothered with getting new ones. I have experienced at first hand his grumpy ways and lack of tolerance around children. I guess he needs to think of retiring and take the opportunity to book a holiday himself. Borehamwood could do with a better customer service.