We booked with STA as they are 'travel experts' in January 2018 for a trip in September 2018. At the face to face appointment we were encouraged to buy premium travel insurance as it covered "all eventualities". On holiday we were caught in a typhoon which cost several hundred pounds in expenses. On our return we were told we did not have natural disaster cover on our policy because we did not ask for it ALTHOUGH IT WAS NEVER MENTIONED OR OFFERED so we didn't know to ask! Very angry Additionally we bought their cash cards which I CANNOT STRESS TO AVOID ENOUGH. £12 to pay and says its free after that but costs £2.50 PER WITHDRAWAL which we did not realise until we had spent close to £30 on withdrawals alone on our supposedly 'free to use cashcard'. Finally when we stranded and our plane was cancelled took 9 hours to get through to a representative which was very distressing

Multi flex pass is not as flexible as they lead you to believe. Trying to make changes is frustrating & expensive & sometimes impossible. Avoid this company

I booked return flights to new Zealand earlier in the year, multiflex flights came up as an option for my flights as they were considered 'changeable', so after reading the advertisements and the pros of booking the multiflex flight, I thought perfect...just what I need considering my circumstances, so I booked multiflex. I landed in new Zealand... a couple of months later, I decided on a date of when I would like to return to the UK...emailed to change my flights, to be told I couldn't. I asked questions as to why, the reply wasn't really that clear. After a few emails had been passed I received a copy of the terms and condition, following scrutiny, there it was in the small print much further down the page, that the flights could only be changed to an earlier flight. Important information that should be highlighted in the advertisement in the first instance. Following misleading information given in the first instance I have now wasted my money. I feel that STA travel have portrayed misleading information in order for them to make sales. The lack of attention to important detail as caused an unnecessary purchase. I have attempted to make a formal complaint following STA travels advice, however I keep getting repetitive emails regarding the process, which I have followed- poor customer service. The customer services is shocking. I will not be using STA travel again

Booking my trip through STA was the worst mistake I have made. Firstly, after paying all of my balance for my trip to South East Asia, I received a call from the branch manager saying I had to pay an outstanding balance (I was not aware of this as I had paid everything which I did explain). I refused to pay and was then told my entire trip including flights would be cancelled if I did not pay. I explained I wanted to speak to the agenct I was dealing with before anything else happens, and I did so this the following week to then be told it was their mistake and no changes have been made. No apology. I can't help but wonder if I paid what was asked then would I have been refunded following your mistake?! I the best landed in Thailand, and to my surprise I had no transfer booked after being assured this was booked and paid for. I then contacted the STA office in Thailand via the 24 hour helpline to then be told they could not access my details as I had booked in the UK. So what's the point in providing this 24 hour helpline if they cannot acces my details! I the new made my own way to my hotel after incurring a £50 charge on my phone bill no thanks to STA mistakes to THEN be faced with an email apologising that my transfer wasn't there and that they had organised another for me (too late now as I was at my hotel after quite an ordeal). I booked a 30 day tour with STA, and was told this overall price would also include activities etc, excluding only alcohol and some meals. Again, this was not accurate as NO activities at all were included. I paid close to £2000 for a trip that was supposed to be inclusive of activities etc but instead I spent even more money to participate. I feel that STA feed you the information you want to hear in order for you to book with them. When the payment is done, they offer absolutely no help to you at all. To add to the frustration, a significantly number of people on the same trip as me agreed this was also their experience. With those who booked with the event organisers directly (G adventures) they were able to report a MUCH better experiences, as well lower cost, significantly better customer service and overall better experience and likelihood to be a returning customer. Overall EXTREMELY dissatisfied with this service and such a trusted name actually being unreliable, and in fact untrustworthy. I continue to assure friends and family that they should not, under any circumstances, book with STA. luckily my influence has helped others with saving money and planning trips and I will continue to voice my experience.

They lie to get your booking, saying 'yeah, it's ok, you can hop on & off the bus daily' turns out buses are twice a week & prebooked well in advance. This is misleading at best. I gave them the benefit of the doubt after terrible service before. Never again. AVOID, THEY ARE LIE TO GET YOUR BOOKING & DESTROY YOUR ADVENTURE!!

Went into the Bristol store, person we spoke with not very helpful. Answered a call half way through our consultation and said she didn't know to many of the questions we asked (about visas and travel within the country) but didn't offer to find out the answers. Ended up booking the flights ourselves when we got home as google was more informative.

Absolutely awful, we asked for a tour to a cathedral in Barcelona, they sent us a different tour completely ! Tried to explain that the girl in the shop knew ( as we had explained fully to her exactly what we required ) but she decided to include many extras that my wife didn't notice.... they are very unhelpful and will try and slip things under the radar to bump up the price, you needn't bother talking to them because you'll get what they want to give and unluckly you if you miss the small print.

After missing my flight it has taken 3 days for me to get someone to reschedule my flight. They are only interested in selling tickets and forget in getting any help unless you are dealing with the office that you actually bought the ticket from.

One star is far too nice! Booked a tour through STA to be poorly advised. Could not attend due to their lies yet when trying to resolve this I was past from pillar to post to be told their was nothing I could do about it. Poor customer service, rude staff, was threatened by their customer service helpline and lied to by staff in two different stores. Did not like one thing about STA travel, when you need help they do not want to give you it. All they are interested in is your money. Cannot recommend enough for everyone considering booking STA to read reviews about them before booking as a quick google shows how horrendous they are. If only I had done so before I booked. Don't be fooled by their friendly staff its all fake and soon changes once they have taken your money. Wasted thousands of pounds thanks to STA but they do not care because they have got their money and their profits continue to grow. No empathy or consideration for their customers. Never experienced service so bad in all my life. AVOID!!!

I have called over 14 times in the last 14 hours in more or less every time zone , Its bad enough they don't answer the phone but not even a voice mail they are a joke, I try to delay my flight but they did not answer phone and email can take up to48 hours this is and only time I will ever deal with sta travel again they are a joke Thanks for listening do yourself a favour and just book best.com Thnks 

STA aren't worth your time. We've had several issues with them from the beginning of the booking process to the end of our trip. We've come to the conclusion that a lot of what we have paid for could've been booked by ourselves via more independent travel companies in the relevant countries and that in general the staff leave a lot to be desired in their customer service skills. When we first booked an appointment to get a quote and enquirer about ideas for travelling around Asia we were left waiting for over half and hour as the agent booked in to see us had taken on another enquiry even though we were planned to see him. We told him our ideas, he looked at flights and then said he'd need to "Google" the other information as he did not have any experience or knowledge of Malaysia or Borneo. We ended up booking the flights and one trip around Borneo with them. We would probably have booked more if they had offered any sound advice or even asked us about where we'd like to explore etc. So even though on our booking form we had put down what areas of interests we had we were allocated an agent who had no idea about that area. I would've walked away then and booked the flights etc myself but as we have had over 10 flights over 4 weeks i wanted to make sure they were done correctly. As it turns out this was another error from sta as several of our flights are booked with e trembly odd times and with massive gaps between connecting flights. On top of the shabby service at the beginning, we arrived in Borneo under the impression that we had a 4 night 5 days trip waiting for us. When we arrived and were given the itinerary we had only 2 half days and one full day of trips planned. We were thoroughly disappointed with this as we would have been able to use our time more efficiently if we'd of known in advance and planned some better and cheaper trips in. We were able to book one of the trips independently that sta failed to book us on just before we left and this was more than half the price for exactly the same trip! Overall we've been the ones doing all the leg work, pointing out mistakes in their itinerary where they left us without accommodation and asking important questions we should've been given the information for in the first place. Their service is extremely lacking and overpriced for what they offer. Next time I will have to do it all myself.

This company is terrible. They deserve to go out of business. I made a mistake on the spelling of my sons name and was charged £80 to put it right and then he booked again and they used his details from their records and got it incorrect and guess who has to pay to put it right. Yep.Me. Also my daughter was stranded in Hong Kong and needed details for her flight and the help line just was worse than useless. This company deserves to go out of business. Do not use them if you don't need to.

I called these so-called 'travel experts for students' to get some pretty basic advice on flights/trains in France and Spain. Took hours to get through to someone and they literally knew nothing about travel or student rates or trains etc. She said she would send me a detailed list of options and prices but nothing came. The exact same thing happened the following day with a different person - they lied about sending me anything, were rude and really had no knowledge of their business or the world of travel. Very disappointing. Wasted my time and money - don't waste yours.

Guildford STA Travel Just wish I had the reviews! I booked a flight for my son to Japan . I asked about booking his extra ski luggage , he's a professional skier and was told that I had to phone Cathay Pacific or online. Cathay Pacific told me I could not book my extra luggage in advance & I would need to do it at the airport . £400 pounds later and the bag will turn up hopefully in 2 weeks. So my son is without his skis & boots etc . ! Unbelievable reaction from STA as if they care anyway ! Just covering themselves zero customer service , even did me for a £12 youth charge . What for !!! but I will be pursuing them fully for the £400, ski & boot rental & a taxi to the airport to collect skis when they eventually arrive ! I've got 5 children and will not let any of them near STA again .

If you are looking to book a trip of a life time, please do not use STA. Go direct to G adventures or go through Flight center. This company will pressurise you into paying large amounts of money with them knowing they make compensation, and do not have your best interests at heart. Staff may appear friendly but quickly become rude and lack any kind of customer service. Staff member at the Clapham Junction branch cost me thousands of pounds after deliberately giving me false information. It took me 3 months and a court summons to finally get any money back. I also had to cut my trip short and fly home early. Please do not make the same mistake!

20 hours to change a flight dates with Mutliflex pass. That's 20 hours after 12 hour flight at Dubai airport. Sitting and waiting around. No 24 customer service - we had to wait for the UK store to open (???!!!). Would never believe that. Then at the end they didn't order any food for us.....On the way back it took us a week to change the flight dates (yes we started early knowing how slow they are) but the didn't change our insurance dates....who would think. 2 weeks of emailing and the insurance is still not changed and about to expire. STA in Australia won't help with anything that was booked in UK. Shambles. what else can I say.......:(

book direct instead. they misrepresent products. I was told when I bought the ticket I would be entitled to 45 pounds change, instead I was told please don't book with her that I will basically have to buy another ticket. I will be taking them to court.They are rude and unhelpful once they have your money.

I have used STA a few times in the last 5 years and their service has become gradually worse over time to the point of being terrible. It's clear that all they care about is making money. I have been trying to change a date on my flight due to a delayed visa, and every time I call it is a struggle to get a quote on a new flight. Telephone agents are incredibly rude and lazy - they don't offer help or suggest any options but instead make you spell everything out yourself, when they should be the ones providing information and advice. Then when you do ask them for some information it is a huge hassle for them to find it. To my surprise the agents in store were no better - they are rude and make no effort. The woman literally laughed in my face when I told her I needed to make a date change and then was very disinterested in doing anything for me at all. She did email me with a follow up quote later as she said she would but then ignored my reply emails. As a result I have been unable to get clear information from them on what I need to do to change my flights and what the total costs are. Do not use STA Travel for anything. What was once a good company for students is now absolutely horrible to engage with.

I had a refund credit note on change of flights from STA. Fair enough, if a little steep...two tickets to Thailand deducted £200-£300 leaving me £850 credit note. If i could re-book with STA i wouldn't lose my charge of £200-300 though so I stayed in with STA trying to sort out flights. What a stressful waste of my time & resources and what a dreadful experience this has been. I've spent 3 weeks trying to sort out a flight to Central America and being given the run-around but couldn't work out why. No return of my calls, e-mails without pricing then more calls from me trying to get prices. A complete wind-up. I asked for advice and options trying to avoid visas for Mexico or USA stop-overs. I was finally quoted £800 single, on Friday 19th December by my 'agent' , with no other options or comparisons. I can get return tickets for the same airports for £650 with other more reputable companies. Who are they kidding? I then receive an e-mail yesterday, on only Tuesday 23rd December to state i either agree or lose another £320 if I don't book by today, Xmas eve 5pm! That would mean a deduction of £500 reducing my credit note from original £1,025 to £525. Their 'flexible' services aren't flexible. And this accounts for the long delays, avoided my calls, 'forgot' to call me back etc for the last 3-4 weeks. So by doing nothing, they (STA agents) get to take another £320 from me! Clever! They have given me the advertising spiel of 'we will always be there' and what a 'flexible'company they will be. Baloney! My mission is to find a match of the flight info STA sent me finally on Friday and get their "lowest flight prices or we'll you £1,000". That's my new aim! And to get a return flight for less than STA can do with my credit note. Happy Xmas STA team...you've really made my day!!