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Latest Reviews

“AVOID IMPERIAL TRAVEL LTD AT ALL COSTS!!!!!”

★☆☆☆☆

written by 994rachel on 17/03/2017

BEWARE ANY ONE BOOKED WITH IMPERIAL TRAVEL In July 2016 we booked a holiday with Imperial Travel Ltd for 5 adults and three children after seeing an excellent package holiday to Corfu - Aquis Sandy Beach Resort - the guy from Imperial was very attentive and helpful though rather pushy for us to make a decision there and then. We told him we needed time to think about it all but he was insistent on calling back in half an hour stating he could only hold the price for that time - it was a good deal at £347 per person All Inclusive for 7 nights at the Aquis Sandy Beach Resort (4/5* accommodation/resort) leaving on the 24th June. When he called back we agreed to the deal and paid £560.00 deposit with the outstanding balance being due 25 April. He assured us all documentation would be sent through ASAP. The flight vouchers and transfer confirmation were emailed through within a couple of days, though not the resort accommodation. We needed to do a change name for one of the adults plus add on another child as well as chase the holiday accommodation confirmation and ATOL certificate, so tried on MANY occasions to contact Imperial but struggled to get hold of who we needed to speak to and were constantly assured we would get a call back - in the end we decided to contact the airline to do the name change and add the additional child - which was very easy to do and the airline were very helpful and accommodating. As I still could not speak to anyone at Imperial I contacted the holiday resort itself and they sent me confirmation of the booking with the voucher code etc - which had been booked through You Travel acting as agents for Imperial Travel - the resort also agreed to add on the additional child free of charge and offered free of charge room upgrades. I was satisfied with this confirmation from the hotel as I had it in writing. I then decided in February to pay off the outstanding balance for the holiday and assumed I would get the official confirmation for the hotel at that time. That's where it started to fall apart!! Firstly when I rang Imperial there was just an answerphone message advising to call a different number - which I did. I then got hold of Broadway Travel who advised Imperial were no longer trading but they were taking over all their bookings. After talking further they advised they could not find our booking - though checked through their computer system that our flights were still "live". They suggested I try and get hold of Imperial or contact the CAA. I did all of the above - ABTA advised Imperial were no longer registered with them (though Imperial had given us an ABAT and ATOL number over the phone at time of booking!). ATOL advised they did not have a record of them being in administration!!! I made many, many attempts to get hold of Imperial but never got anything but their answerphone message. I decided to contact the holiday resort again as I still have all the old email correspondence and lo and behold they advised that our reservation had been cancelled on the 5.1.17 - WE HAVE NEVER BEEN ADVISED THIS HAD HAPPENED!! We were now left with flights booked, transfers apparently still booked but nowhere to stay! My partner now also tried calling Imperial Travel and has managed on a few different occasions to speak to someone (as long as my partner uses a different phone number to call from! funny that!) and all they advise is they aren't trading and to contact them via email - which I have been doing on a daily basis to get this resolved. WE are unable to find any alternative accommodation in that area of Corfu at the same level as our original hotel so are left high and dry (thank god all this has happened before we actually got on the plane and found ourselves in Corfu - homeless ! - we have 4 younger childred - one of whom is disabled so would have been a nightmare!!) We are insistent that Imperial Travel LTd have not fulfilled their agreement of providing us with a PACKAGE holiday as we booked and require our deposit returning. In the last 24 hours Imperial are now disputing that they booked the resort at all for us and they were only instructed to book flights and transfer????? Really - why would we do that? I have spoken with You Travel on the phone and they found our booking easily with the voucher code provided and confirmed they did book our resort on the instruction of Imperial Travel and even went on to confirm the general public cannot book with them they only ever deal with Travel Agents - so if Imperial are trying to imply I booked this myself - I cant have!! I am so angry and frustrated that Imperial Travel are being so ignorant and outright lying about this - we are also having to deal with the whole families disappointment and stress as without the £560 being returned we can no longer afford to go on holiday as planned. We will not give up fighting for this deposit and want everyone to know who may have holidays booked with Imperial to check all details and be very aware of what has happened to us. We want to expose Imperial for what they really are and have already been in contact with the media and trading standard. BEWARE EVERYONE

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“AVOID IMPERIAL TRAVEL, CAUSED PROBLEMS EVEN AT AIRPORT”

★☆☆☆☆

written by Reese278 on 10/08/2016

I have just arrived back from the holiday I booked with Imperial Travel which I found through icelolly.com. THIS COMPANY IS NOT EVEN WORTH ONE STAR... During conversations there was no mention of the fact that we would need at least 6 months validity on our passports from the date of travel in order to get visas. This important detail came to light only a week before we were due to travel, when I was trying to get the visas online. I called the office frantically but there was little reassurance and someone even said "well its not our fault its yours". This caused very much stress for all of the family and we were on the verge of not travelling and wasting all of the money paid. Nevertheless, after ringing the passport office, we managed to sort the new passports at an additional cost. During that week, several calls were made to Imperial and during one call we had another scare that "the hotel we were due to stay at has gone into administration." This was just another unnecessary worry on top of everything else as this was false information given to us. Following all this, I thought that I had better make a final call to Imperial to confirm and clarify that our holiday was still in place and to ask some little details i.e baggage allowance. I was speaking to someone who told me that I can take 20kg in the hold and a further 10kg in hand per person. My response was "that's generous" to which he replied "yes they are". Additionally, I asked about the transfer as we were unsure of how to go about this when we arrived in Turkey. It came to light that the employees at Imperial, had not sent me the transfer voucher even though it was only four days prior to travelling. He was not aware he did not send it to us but I then had to ring up another two times after this to finally receive the voucher by email. To our horror when we got to the airport we were told to pay for all of the hold luggage. We immediately contacted Imperial and spoke to several people who were of very little help. The payment was required ASAP, and the employees said that there is no manager in the office and there is no-one who can authorise the payment. Several calls were made that day from the airport and during these calls we were put on hold mid-conversation and someone even hung up on us. They said they would get the 'manager' to call. This went on for about an hour at the airport. The 'Managing Director' called him, finally called back and when he did he basically admitted that he gave us wrong information and said "I'm sorry madam, I didn't correct you on that information." I then asked him to pay for the baggage since it was his fault and he said he would not and hung up the phone. We then had to pay £320 of our spending money on baggage and Easyjet had advised us to keep the receipts. As you can imagine, the whole family was under so much stress and disappointment from this. The whole excitement of the holiday was consequently ruined. To add to the distress, the hotel that we expected to be 4* was not in fact 4* at all! It was 2.5-3* and so we were very annoyed at the fact that we were promised and payed for 4*. We were not the only customers to find this. Three other separate families that we met at the hotel, were all so extremely upset as they expected a 4* hotel. PLEASE STAY AWAY FROM THIS TRAVEL AGENCY!!! NEVER AGAIN ARE WE TRAVELLING WITH SUCH A DIABOLIC TRAVEL COMPANY.

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“avoid imperial travel”

★☆☆☆☆

written by susandawson on 19/06/2016

booked holiday through imperial travel off ice lolly website. Never again.Had nothing but hassle from start to finish. When I first contacted them they seemed really helpful realise now only to get the sale. lots of extra add ons.When they sent travel documents through lots of mistakes on holiday vouchers and flight info.eg wrong spelling of names and wrong ages of children. trying to get in touch with them took days of phone calls and numerous emails to rectify this . always tell you they will get someone to ring you back but never do. paid my final balance to them 3 days ago by credit card and they added another 4% charge on for doing this. They still have not sent me confirmation of my final payment but again several emails and phone calls later still had no reply . booking a holiday is meant to be enjoyable so my advice to everyone is stay well clear of imperial travel . wished I had checked all the other terrible reviews before booking. I would not even give them 1 star.

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“WORST COMPANY EVER!!!!!!”

★☆☆☆☆

written by Emzybitbob on 15/06/2016

WARNING.... DO NOT BOOK WITH IMPERIAL TRAVEL!!! I booked my holiday to Egypt through Icelolly, whom I was redirected to Imperial Travel to boom. I booked my holiday, no mention of the flight ban to Egypt, I found that out myself and when I contacted them to discuss this they advised me 'not to worry, if the flight gets cancelled I would recieve my £250 refund in full'. All good, or so I thought!!! Monarch cancelled the flights on the dates we were supposed to travel, so again I contacted them to recieve my refund. I was told there would be a £180 cancellation fee charge and the hotel was charging this amount. I contacted the hotel directly, who advised that they know this is not customers fault, and would certainly not be charging any fees for the cancellation. When I rang Imperial back, they changed their story stating it was there own cancellation fee and that I was lying!! After 4 months of constant emails I have now recieved a refund of £70, I am at a loss of £180 through this shoddy company through no fault of my own! Horrible customer service when you can get through on the phone!! They take your money and are not willing to refund when things go wrong! Pay more to go with someone reputable!! Please check the provider also when booking through icelolly!!!!

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“Perfect customer service”

★★★★★

written by Broady07 on 01/06/2016

I had the pleasure of speaking with JS at Imperial Travel Reading and I cannot praise her enough for her patience in finding our perfect holiday but for also taking the time to find the best deals and savings. She remained friendly while demonstrating knowledge and professionalism over the telephone. I would strongly recommend Imperial Travel and you could not speak to anyone better than JS to help you 'get away'. Well done JS and will definitely come back to you again. VB

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“Five star service ”

★★★★★

written by bqDay88 on 08/11/2015

We were stuck in sharm during the shutdown if the airport. Imperial were outstanding in that they rebooked our new flight and negotiated with our hotel as we had booked the flights and accommodation separately. All I can say is thank you in supporting us in our days of need! Highly recommended.

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“Unauthorised transaction”

★☆☆☆☆

written by Mac1959 on 14/10/2015

Booked family holiday to sharm for October with imperial travel after paying deposit, they changed our booking adding another person on,without authority,naturally we refused to pay,as any body would.They refused to remove this person unless we paid cancellation charge,full price of flight,although we have contract with all names that were agreed.there stance was if we don't pay we don't get our holiday. After much wasted time being left on hold,phone being cut off,rude arrogant,abusive staff,some times even using false names,emails ignored,we cancelled.we eventually got email confirming cancellation,but stating we were liable for flights as per terms and conditions.We refused to pay as they had breached -varied their own terms. Mean while we rebooked with a reputable company for for same holiday,no issues as one would expect.Soon after imperial travel helped them selfs,to several thousand pounds from debit card they kept details of illegally, to cover full price of holiday that was confirmed cancelled, On contacting them unbelievable as it may seem,they said if we pay for flights as agreed on indemnity form( and not including person they had added on),they would refund the card transaction.how bizarre? We then contacted bank, which refunded our money on what's called a charge back,as it was a fraudulent transaction,not authorised, and split in to four parts to avoid authorisation. as card holder they took original deposit from was third party and had no contract,with imperial,the bank saw through it.We have referred a complaint to trading standard,and are seeking to get our deposit back through court action,On average we book three holidays a year with never any issues.our advice to any one dealing with imperial travel is,approach with caution,if you have booked,and are having problems with them,cancelled your payment cards,before it's too late,as reading through reviews it seems they do this on a regular basis,adding hidden fees after you booked is another common practice,then trying to intimidate customers with terms and conditions that breach statutory rights and data protection act.if they tell you they have recording,so we asked them to send copy,guess the out come?if we had read reviews first we would obviously have avoided.Any one considering booking with imperial for low prices,steer clear,it will cost you more,In wasted time and stress,cheapest usually turns to the dearest.

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“So many issues and we only booked a week ago!”

★★☆☆☆

written by 21Collins on 11/09/2015

Booked a holiday for me and a friend to go to Kos, Greece. On the website it was a pretty good price, so we checked the hotel on trip advisor and did our research on the local area, which were all good. We then called to book, and spoke to a man He was quite helpful at first, he quoted us a price for week's holiday B&B including flights. We asked if we should add transfers (not included in price) but he advised we just get a taxi from the airport when we arrive as it would only be about 6 euros. We then checked the distance and it was over 24km away, so could no way we only 6 euros for a taxi. Mentioned this and he obviously hadn't checked properly, fair enough he'd maybe made a mistake. We decided to buy the transfers so there was no hassle when we arrive, which were £6 return, very good. We then wanted to add baggage on top as this is not included. We asked what the allowance was, he said we get 10kg hand luggage per person, and then we can pay around £40 per suitcase of a 20kg allowance. We were surprised at 10kg hand luggage per person, as usually it's 5kg. But we double checked with him that was the case and he said yes. Because we were on a budget he advised us to just purchase one 20kg hold luggage between us to share, as we would each have 10kg hand luggage as well. We thought this seemed a good idea, saving £40 and each having a total of 20kg luggage altogether which seemed enough for a week. This was the decider for us booking this particular holiday because we were on such a tight budget, and he did seem as though he was trying to help and save us money. We went ahead with it and paid over the phone, he reconfirmed everything including 1 x 20kg hold luggage between us and 10kg hand luggage per person. We received the email confirmations very quickly. A few days later we noticed my name had been spelt wrong on a couple of the documents even though I spelt it out very clearly, so rang up to try and change this. Firstly were put on hold for ages quite abruptly, then the line went dead. Then called back a bit later and explained that we were never spoken to, the person seemed surprised but proceeded to amend my misspelt name, although it 'didn't matter' as it wasn't misspelt on the important document apparently. Received a new email of correct spelling document. Later, noticed when checking the emails that it said we had 5kg hand luggage each. I immediately got annoyed, considering he had specifically said 10kg hand luggage each, which was why we went ahead with the booking. I rang up and explained this. The man said yes 5kg hand luggage is standard for your airline but some do 10kg. I said well we were specifically told by him 10kg hand luggage each and 1 x 20kg hold luggage between us, he's misinformed us and it's not fair. I would like another 20kg bag as that now won't be enough each. He said well he isn't here now, he would have to deal with it since he said it, so you'll have to call when he's in and get it sorted or you can put in a formal complaint. He seemed to try and get me off the phone. Rang back a few days later to speak to the person I dealt with directly. Explained the situation to him and he full on denied ever saying 10kg hand luggage per person, and that he would not give the wrong information because he's very experienced and been working there for years! Pfft. We said well we know you did because 2 of us heard you and that's why we agreed to only 1 20kg hold bag considering our budget, and we know calls are recorded so please check. He said we would have to call back the next morning and speak to admin about the recording, and if he was wrong and we were right, he would give us the extra 20kg bag. I then received a very stressy phonecall from the airline we were travelling with (Monarch), and the woman wanted to check some details. She asked me for my address and bank I use, which did not match the details she had. I kept telling her but she was adamant I was wrong, but I had my money taken from my account so I knew I wasn't, and how could I be?! Attempted to contact admin about this first of all (before all the other baggage stuff!), told the lines were busy and someone would call back, waited half an hour and still heard nothing, phoned back again and same message so explained we've been waiting ages, finally a woman who's the first person to actually be helpful so far called back, and she said there should be no problem, we pay Monarch directly so it'll be our bank account they've got on the system they received the payment from, they shouldn't even be contacting you directly they should speak to us! She then rang them and sorted the matter, but it added to our stresses! So far a pretty unprofessional image being portrayed of these guys! Proceeded to tell her about the baggage situation, she said she would listen back to the recordings and investigate the matter. She would have her manager call back later in the evening and if he was wrong, we would get the extra (much needed) bag. We should get it just for all the hassle they've put us through anyway and rude service! the lady I dealt with was very helpful and understanding, but surprised that he had misinformed us. We are expecting the call this evening, so fingers crossed we get the matter sorted!!! Would not book with these guys again, it's been very stressful and disorganised and unprofessional, let's just hope the actual holiday is good to make up for it! We fly in less than 2 weeks!

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“DO NOT BOOK WITH THIS COMPANY .. NIGHTMARE!!”

★☆☆☆☆

written by Guillermo469 on 03/09/2015

Booked a holiday to Ibiza with my partner, problems started from day one. Sent somebody elses booking, never reply to emails, when you call they either put you on hold, cut you off or offer call backs which never happen. They are very rude and were only nice when they took my money which was much more than quoted. We were unlucky with our dog and unable to travel, we were NEVER sent any terms and conditions or how to cancel our holidy. About a week before we were due to go we recieved threatening emails demanding we pay the outstanding or else they would issue proceedings. I then checked my account on the 02/09 to find they had taken over £400.00 without informing me!! After calling them, and again being told i would get i call back which i refused and demanded to speak to someone straight away, i was told i was entitled to NOTHING!! I felt sick and questioned why i was never told the conditions of my booking or even sent any booking documents/terms and conditions. I said i would report them to ABTA which their response was "do what you want we dont care" and the lady kept saying that my terms were sent back in June which is a complete LIE i dont think the company even have eny terms? I feel absoulte cheated by this company and it has put me off booking a holidy for life. DO NOT BOOK WITH IMPERIAL TRAVEL !!

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Beddows27's Comment

Written on: 24/10/2015

If you have not signed terms and conditions and have not authorised payment you can get your money back on a charge back speak to your bank be insistent if they don't contact financial ombudsman as long as you do it within six months you will get your money back we did

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“Nightmare”

★☆☆☆☆

written by SidneyMcCormack on 08/08/2015

booked holiday for a family group load of issues, imperial staff most rudest people ever,if you try to discuss,anything that is above their simplicity they say you are arguing,then cut you off,emails go unanswered.so called supervisors,,they are actually the directors of this sham disgraceful outfit.Adam has deliberately tried to pass misleading information of which we recorded.they change prices upward for their benefit,which they say they can.its in their terms and conditions, of which you can not get a copy of,no matter how many times you ask,if you don't agree they will take it off your card which they hold details of.they say they record every call, this is another lie as we challenged them to give us a copy Penny,who took the call at time said it would cost £25,we agreed to pay she then retracted the offer saying the recorder is not working at the moment but they keep internal recordings this is a total fantasy.the list of lies and errors goes on and on.we have cancelled,and referring it to trading standards,and abbta,of which their certificate was never sent to us.if your foolish enough to book with these clowns,there is a very high chance of it going wrong, the vast majority of reviews point to this on many different review sites. BUYER BEWARE the cheapest can turn to the dearest.

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“Incompetent and rude”

★☆☆☆☆

written by Maximillian165 on 22/06/2015

I booked for 8 people all inclusive and only received accomodation for 5. Thay have taken my money, when I ring they tell me your just missing an email, which they cant sort out. A simple problem with no solution. When I said I am unhappy, that the service was terrible the agent shouted at me, he was rude and had no customer service skills at all. I have 8 flights and not enough accomodation. It is unfit for purpose and my only option is to appoach the ombudsman. They let themselves down.

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“DON'T USE THEM”

★☆☆☆☆

written by eprocter on 29/05/2015

I booked my holiday with Imperial Travel through ice lolly. While they were trying to get my money they were lovely to me and really helpful. I paid my deposit and that was that for a month. I decided I wanted to add on transfers with the company so I called 4 times and they told me they were busy they would call me back - they never did. Oh well, their loss. Today I have to pay off my balance for my holiday. I called this morning, was put on hold and then told 'sorry were busy we will call you back'. As I was at work I needed a specific time for a call so requested it as urgent.. He said they will call back in 10 mins. It was not 10 mins and I missed the call. I called back and they told me it is now too late and I have to wait until Monday.. which means I have gone over my date and will probably be charged!!!! And to add to this, they send me a low deposit form but didn't ask me to do anything to it so I just assumed it was part of the contract and its just for me to keep.. Nope, a couple of days ago I had an urgent email from them to say that they needed the form back urgently or they were going to just take the money from my account. This company is TERRIBLE and I will NEVER be booking from them again, and I hope no-one else does either.

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“I would never recommend booking with these”

★☆☆☆☆

written by Payton260 on 18/01/2015

I would never recommend booking with these i booked over phone with a guy who took 300 extra pounds out my account.. when i rang to question this it took forever to find out why this much extra had been took.. he then told me rudely that it was goverment taxes and vat that i should 'have already knew about' erm no.. when you book a holiday the price you are given Is the price you pay surely.. he then said if i wanted to cancel i would only get 30% of my flights back so either way im stuck.. i have contacted the fiancial obmismen since and i have sent them every detail including a telephone recording of when we booked it (as my phone records all) and they are going to deal with this properly.. if anybody else books with them please please be careful.. i was devostated when i went to the bank. i could have ripped the guys head off..

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“Unhelpful and incompenent”

★☆☆☆☆

written by Amari440 on 29/12/2014

Booked a simple one week trip to Egypt for 2 people on 30 Dec 2014. Messed up one name on the flights (all the other names were okay for hotel and transfers). Contacted them straight away, although we couldn't actually read the email they sent. On 17th Oct they agreed to fix it by email. On 29th Dec still not done. John on their sales line decided he wanted to be very 'blunt' with me, and said he could be no help at all and didn't take any details. Cost us another £100 with Monarch. Not impressed, and have no confidence in Imperial Travel.

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“Awesome holiday!”

★★★★★

written by MadisynMurray on 16/12/2014

I would just like to say how helpful imperial travel was in dealing with my booking I traveled on the 21/4/14 for a week to Tenerife. I payed 288pp for 5 of my family to have the time of our life...flights,hotel and transfers was booked on time with paper work too. I booked my holiday from a gent he seem to know his stuff as he switched my original hotel to a much better standard for a very fair price. Will booking through imperial travel again!

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“I have used this company for the last few years and am...”

★★★★☆

written by berniemc on 21/10/2014

I have used this company for the last few years and am really impressed with them, not long after booking my holiday i got e-mail confirmation with the hotel voucher and transfer vouchers,when i phoned them to explain that i hadn't got a printer to print them off i was told that it wasn't a problem, they'd send them out in the post to me which they did do.

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“Do not ever book a holiday with this company ”

★☆☆☆☆

written by ksKilgore1948 on 05/10/2014

The most incompetent company from messing up a booking to not dealing wth complaint property and not returning phone calls. Bunch of monkeys who have no understanding of how to speak to people and when you ring are advised someone will call you back. They answer the phones saying hello and are the most unprofessional people. I was sold a holiday as 5 star and this was clear not the case. Their admin department is a joke and are clearly under skilled in dealing with people's money or responding to emails and letters properly.

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“Do not ever book a holiday with this company ”

★☆☆☆☆

written by ksKilgore1948 on 03/10/2014

The most incompetent company from messing up a booking to not dealing wth complaint property and not returning phone calls. Bunch of monkeys who have no understanding of how to speak to people and when you ring are advised someone will call you back. They answer the phones saying hello and are the most unprofessional people. I was sold a holiday as 5 star and this was clear not the case. Their admin department is a joke and are clearly under skilled in dealing with people's money or responding to emails and letters properly.

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“Good service very satisfied”

★★★★★

written by 387Kent on 27/08/2014

Very happy with the overall service. The gentleman I spoke to was very helpful, overall it took around 15 minutes to complete the booking. I was concerned when they said emails would take 48 hours to come through as I was travelling in just over a week. But they came through the next morning so was no hassle.

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“Very Impressed”

★★★★★

written by LesG1 on 27/06/2014

Was very wary about dealing with Imperial Travel after reading recent reviews, I dealt with the telephone consultant 1 hour ago I have now received all vouchers and ready to go my holiday. He was very helpful and knowledgeable, what he told me regarding timescales and confirmation has been spot on. Thanks again I would recomend this company to all family and friends.

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