I purchased four adult tickets and one child ticket (for a 2-year-old). After placing my order, I found the same tickets for the same travel date on the same airline for £426.00 less. The reason for this price difference was that I was charged an adult fare for the child.

I called Southall Travel and was told to speak to Mr. Dilip, the salesperson who handled my purchase. Despite calling him several times and leaving messages, he did not return my calls. I then started leaving messages with his colleagues. He deliberately waited for 24 hours to pass and then finally, when he called back, he rudely informed me that more than 24 hours had passed and they would not honour the price match, lower or issue a refund as mentioned that they would honour in the ad.

I contacted their customer service and explained that I was charged an adult price for a 2-year-old child, resulting in an overcharge. They gave me the same response, albeit in a more polite manner. After leaving a negative review on TrustPilot, I received a call from the CEO of Southall Travel. He stated that they would not accept any liability or responsibility for the overcharge, but as a goodwill gesture, they offered me £50, which I refused to accept.

I will never use Southall Travel again. Beware if you plan to purchase from them.

Invoice Number: 3323182

Invoice Date: 13/11/2017

Reference: Dilip

Date of experience: 11 December 2017