Trailfinders Edinburgh - Edinburgh

Joyce J.

Very experienced staff, second time there for our holiday's everything is arranged for you from start to finish.

Andrew B.

On 31st. July, 2024 we visited the Trailfinders Travel Centre in Edinburgh to book a 7 night trip to Malaga. Earlier that day we had checked to see what Jet2 City Breaks were charging for 7 nights at the AC Hotel Malaga Palacio, approximately £3,100. With the help of Trailfinders' Travel Consultant we booked that hotel & paid for it. However, about an hour after we left the Centre we received a call from the consultant explaining that the hotel we had booked was unavailable & could we return to the Travel Centre. Luckily we were still in the area so we returned to the centre where the consultant, George, booked up the hotel which we had decided was our second choice, the Salles Malaga Centro hotel. He told us that this was £2,800. This hotel we had also checked the Jet2 price before going to Trailfinders & that was £2,220 approx. The consultant said that as this hotel trip (Salles Malaga Centro) was less than the now unavailable hotel (AC Malaga Palacio) he would return the difference to our Credit Card, £296. This was returned to our card quickly in a matter of hours I think. So we had paid £2,800 to Trailfinders. So all was good. At this point I did not do the calculation & was not thinking of the Jet2 price £2,220. I think the relief at finally getting booked up took up my attention. I wish that I had paid more attention as I would have questioned the consultant had I realised at the time. This was for the same hotel, dates, flights, room only & & same type of room as with Jet2. In fact we went on the same Jet2 flight with Trailfinders. Why the £500 difference? Initially, all I could think of was that perhaps some error had occurred with the first hotel being paid for, commission, fees etc. being paid twice. It wasn't until the next day that I realised that there was a difference of about £500 between Trailfinders & Jet2 City Breaks. I've since then had four telephone conversations with Representatives of Trailfinders, the most recent being with the General Manager Trailfinders in Scotland. I have now been assured & I sincerely believe it, that no error in the booking price was made by Trailfinders. Therefore, Trailfinders gave me a price that day £2,800 & I willingly paid it. I'm not a travel agent, obviously, so I do not know how these things work. All I can think of now is that it may have been something to do with the Suppliers which Trailfinders use, I just do not know why there was such a difference in the price.
However, please to anyone reading this, the price difference I have described, in no way reflects on the customer service which we've received in our now three trips organised by Trailfinders. All the Travel Consultants which we've dealt with in the past have been very good. This is why we remember our most recent Consultant, George, by name. He made the whole booking process so easy for us & as he had been to Malaga just a few weeks before us, he was able to give us a lot of info & advice about Malaga & the area which we were going to. It was like talking to a friend.
To be fair to Trailfinders, I see the price I paid & the customer service, which as I've said was excellent, as two separate issues.

Nicholas C.

Very poor customer service.

We came in and were initially ignored. Two members of staff were not seeing anyone but still took 5 minutes for anyone to acknowledge us. They informed us that they don't handle holidays to that part of the world so would get the person who did. We waited 10 more minutes before they returned to say that it would be about a 30 minute wait. Okay, no problem. They asked if we had anything else to do in town and we could come back and be seen. We said okay and went to get a coffee.

We came back and were again ignored.
We have now been sitting for 20 minutes without being approached while at least one member of staff is still free.

Jill S.

Overall pretty underwhelmed by their service. We had to chase up the advisor two occasions ourselves and push for options on accommodation choices that weren’t initially offered to us. Ended up booking the trip via an advisor in another branch who picked up one of the chaser calls. They were much more helpful with information than the person we spoke to in branch. Would be hesitant about using again on that basis but will wait til after the trip to see how it goes. We didn’t shop around so maybe my expectations were too high but when you’re spending £5k+ on a trip you want good customer service. It hasn’t been bad, just not amazing as so many other reviewers have stated.

Mark E.

I’ve used Trailfinders since 1987😬. And the Edinburgh branch since 2022. I’ve booked another ‘trip of a lifetime’ today with Hannah. I booked with her a few years ago and she has extensive knowledge of all the places you might visit. This is why I don’t try to book a trip on the internet on my own. Thank you Trailfinders and Hannah 👍👍

Duncan S.

Excellent customer service - Jayne was super helpful.

The whole setup inspires confidence and comes across as being competent and backed by experience.

Christine S.

While my holiday plans have now changed and I won't be using trailfinders this time, I just wanted to comment on the excellent service I received at their Edinburgh branch. As a walk-in customer with a dog, me (and my pooch) received an excellent service. Kind, patient and very attentive to my needs. So, for any future plans, I will definitely be back! Thank you!

Alexander I.

Excellent. We had a great holiday, and when a flight was cancelled due to weather, Trailfinders stepped in and booked and paid for a hotel for us plus taxis to the airport and back.
I will definitely use them again.