Review Time
Tripmasters.com makes planning trips a breeze. I’ve used their site for four trips now, and every time it’s smooth sailing—the booking process is clear, and customizing my itinerary is simple. Their customer service stands out; they’re quick to respond and always helpful, making sure everything goes right. If you want a hassle-free travel experience and great support, Tripmasters.com is definitely worth checking out.
I booked with a travel service for the first time in 2025 and was initially pleased with the booking process, enjoying the flexibility to select my own hotels. I chose not to book tours with them due to the lack of reviews. Everything went smoothly until I reached Florence, three days into my trip. Upon arrival, the hotel had no record of my reservation and claimed it had been cancelled. Due to the time difference, I was unable to reach the service to clarify the situation. Finding myself in Florence during peak season on a weekend, I quickly booked a new hotel online, assuming the service would reimburse me for the hotel I had already paid for upon my return. Just two minutes after securing the non-refundable new hotel, my original hotel contacted me, stating they found my reservation under a different booking number than the one given to me. I was relieved as the original hotel was superior, but unfortunately, the new hotel refused to refund me for the non-refundable nights, despite my booking being made only 15 minutes earlier. Upon returning home, I reached out to the service regarding this issue. Three months later, I've only received updates that they are “researching” my case and in touch with the original hotel. By now, I doubt the original hotel even remembers what happened, and I am likely losing $800 due to the incorrect information provided by the service and their lack of assistance. I'm disappointed, as I had hoped my positive booking experience would carry through the entire trip.
Initially, this story started with hope and excitement. I bought a ticket in August. I went about my business and began preparing for my trip. I arrive at the airport, and the airline employee swipes my passport twice. He asks me if I have another passport. I don't. He explains that I needed to have a valid passport for at least 3 months (mine was set to expire in 2 months). I go to another customer service desk, and they confirm the same information. For context, I was not notified that you need these things when you travel internationally. And no, there was no way for me to know because it was my first solo international trip. I thought that if I had a valid passport, that would have been enough, but I was wrong. For the record, Tripmasters did not notify me until the day of my flight. While they will try to hide behind it being written in their agreements and as an automated message when you call them, that is inconsequential. Here's why: I had no context, so the message didn't mean anything to me because it was never explained to me. And yes, I could have looked it up, but if I didn't know what to look for, how would I have known that I found it? Tripmasters neither explained nor warned me on their end that this could happen. And they had months to do so. I was overwhelmed and upset. I called Tripmasters and spoke with a representative, explaining the situation to see what could be done to remedy it. He basically says I need an emergency passport. That made sense to me. I was clearly upset about the situation. I asked why I was not told beforehand, because this could have been prevented. He responded that it was my "obligation" (direct quote) to have checked beforehand. I provided the context above, and he was doubling down on his comment.I felt invalidated and dismissed. For the record, I worked in customer service for over a decade. When dealing with people under a lot of stress, you don't want to antagonize them; it makes it worse. I provided feedback about how they could have changed the policies, such as sending a notification or a to-do list to prevent future problems. His response was dismissive. He also said that it wasn't Tripmaster's responsibility. I disagree. I notified Tripmasters via email that they lose money, it leads to bad reviews, it looks bad with your vendors, and it is an overall miserable experience, especially for the customer. They assigned me to another rep and apologized. So I moved forward and got my passport 2 days later. Meanwhile, they are calling me about the status, adding more pressure. I called them to let them know I had my passport. The representative informs me that I would need to rebook a new flight that costs $936, in addition to the penalties accrued for missing the first flight. It felt like an ambush. I would have appreciated a heads-up before I paid $200 for my passport. And that I would incur more penalties if I cancelled. Here is the breakdown: Total Paid to date on this booking $ 1,829.62*Total International Air Portion $ 691.91*Total Land Portion $ 1,137.71Penalties:Penalty on International flight reservations $ 691.91Penalty on Land reservations $ 809.92Insurance coverage (non-refundable) $ 121.00Refunds:Refund that applies from your International Air Portion * $ 0.00Refund that applies from your Land Portion * $206.79So a story that started with hope and excitement ended in disappointment and despair. I ended up canceling the trip because I couldn't afford it anymore. A trip six years in the making, after having to cancel when covid hit. Moral of the story: I will never use Tripmasters again, and I would recommend that you do the same
The website was easy to navigate and provided many options from us to pick from. The information we received after purchasing was informative and helpful to confirm we were ready for international travel. The app that was provided a week prior to travel was amazing. During the trip the hotels were fantastic and the trip went without issue. We would use Trip Master again for future travel.
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