Newham Travel LTD - London

B G.

I wish that I had done some research on this Travel Agency before booking with them. We initially booked tickets for 5 to Uganda and sadly due to unforeseen circumstances, we had to cancel three tickets. We contacted them and requested cancellation (25th June) but no one replied to confirm that they had received the request and the agent was only communicating via their personal WhatsApp number which in hindsight should have been a red flag.

I contacted them on Tuesday (16/7/24) they said they could not help me and asked me to send an email in with all my questions and they would reply to them. We sent them an email today (17/7/24) asking for an invoice showing a breakdown of the cost of the tickets, how much is owed and the amount that will be refunded but they simply ignored this and sent us a generic reply.

These are just simple customer requests customers are allowed to ask for an invoice for a service that they have paid for.

Secondly, they said that the cancellation fee is £245 which is fine we know that there will be a cancellation fee and we asked to see a copy of their Terms & Conditions stating this but they were unable to provide this. The lady on the phone that I spoke to on 16/7/24 said that they do not have this and do not provide this, another red flag. So they can simply pick any number that they feel like charging you no policy to show

The terms and conditions on the website are not clear, no information about cancellations, FAQ page does not work no information on there and nothing in there policies. Where else is a customer supposed to get this information if they refuse to provide it? why is this a secret?

Please make sure to ask for any fees, cancellation or otherwise before you make a booking because they do not tell you this upfront or make it clear (they should be) just get as much information as you can and know your rights before handing over money.

There was also a potential GDPR breach when the agent discussed our booking information with another person with the same surname, they have still not addressed this in our email to them.

Why is it so hard for them to provide simple customer service and clarify any questions or misunderstandings that a customer has? They were fast and very happy to take our money but when you need help or ask questions they ignore you.

I wish I had looked at their Trustpilot reviews before even approaching them. I will update the outcome here so other customers know how they deal with this and so they can be well informed.

Truly disappointing because I always try to support small businesses but this is why people go to big businesses because they cannot get away with this and they have policies that they have to follow and clear terms and conditions for customers to see.

I do not want this to come across as angry, I am just very upset and disappointed by this experience and do not want others to have the same experience. I will update you on the outcome

UPDATE 19/JULY/2024
This has sadly still not been resolved we have sent them several emails asking for clarification on ticket prices, terms & conditions and potential GDPR breach. They have refused to answer our questions all we wanted was an answer to our questions, clarification on terms and an apology for the GDPR breach but they had ignored this. We now have no choice but to report them to Trading Standards and ICO. Once again I write this review to warn any potential customers to please make sure to ask them all the questions regarding T&Cs etc before you hand over money. We will not wait to hear back regarding the complaints that we raise with trading standards and the ICO.

Update 8/Sep/2024
So we are sadly still waiting for the refund to be processed for the cancelled tickets. It has been past the 6-8 weeks that they said refunds take and it is just getting ridiculous now we even confirmed the account information for the refund.
Why do we have to constantly beg for a refund that is rightfully ours!!!!

Shamin J.

Newham travel agents have dealt with my  of travel very badly despite the difficulties surrounding and affecting so many around this period. The UK government has announced a lock down from the 5th November, the actual day I booked my ticket with them to travel. I decided not to take a risk to travel due to the uncertainty of what would happen during my time away. I have asked them to refund my money and they plainly refused giving reason that the Airline will operate on that day. I believe the Airline would be very understanding and willing to respect my decision. I don't understand what kind of agreement is there between the Airline and the agents but I believe the airline would refuse to refund that money to agents on behalf of the customer. I advise those thinking of using Newham travel for their travel bookings to be very careful. You are better off booking directly from the airline.

Abdullah B. A. R.

Newham Travel are very honest and nice people. They are very helpful and go out of their way to make sure that the customer is satisfied with the service. I would definitely recommend this travel agency for those who are looking to book tickets to go abroad

Patricia N.

I have used Newham Travel many times in past and they delivered a good service.On this occasion I rang their number to speak to the agent I dealt with on various occasions and I was told he was sick with Covid. In short, Newham Travel’s phone line has been hacked and hackers are scamming existing customers and issuing fake tickets. Newham Travel needs to review their security measures or their existing customers will continue to be scammed.

Mary K.

Very good travel agency. They have customer care skills.

Tanita M.

Great service. Awesome decor. Drinks are tasty and affordable

michael S.

Place to get your tickets to various destinations. It's convenient for a one on one discussion

DULAL H.

Very excellent service friendly atmosphere.