Polanitravel Avis 

My recommendation is to avoid this company and buy direct from the airline.
My flight was cancelled by the airline. The airline (Singapore) have confirmed they have issued a refund however Polani are withholding part of it. A good company would have refunded the full amount automatically without my having to chase on a daily basis. It seems now that I will need to pursue them through the courts in order to recover the money. Avoid.

Asad was very helpful for booking my flight . He supported me all the way through booking to the payment with patience.

Polani Travel / Flight Catcher are scammers whose only goal is to take more money from customers.

I booked 5 return tickets from Birmingham to Delhi through them. When the airline cancelled the flights, instead of helping, they demanded £23 per passenger in “admin fees” – £115 in total – just to process a cancellation that was completely outside my control. It honestly felt like they were trying to rob customers at the first opportunity.

Their customer service is one of the worst I have ever experienced. The staff argued with me on the phone, refused to provide my available options unless I emailed them first, and kept repeating, “You accepted the terms and conditions.”

When I asked them to send me the terms and conditions that supposedly allowed these charges, they couldn’t provide me with a copy and simply kept telling me to look on their website. They were happy to rely on the terms and conditions when taking my money but couldn’t produce them when I asked for them.

Instead of supporting customers when an airline cancels a flight, they look for every opportunity to rob more money from customers. Once they have your payment, don’t expect any help or customer service.

Avoid these scammers if you value your money. Book directly with the airline or use a reputable travel agent. I will never use Flight

Now has to go through legal way to teach these scammers a lesson.

If there was an option for 0 stars i would choose that. I had been trying to resolve a matter for 4hrs and support was not good. Advisers speak properly and kept transferring me between different companies. There were insane amount of fees as well for minor changes such as typo of one letter in the name

Keep away from this company.
Airline cancelled my flight due to war, but polani travel didn't refund me and kept making excuses. Had to get the bank involved, finally the bank refunded me my £4012 not them. Took me 5 months.
Never use a debit card, always use credit card you have more protection.

Avoid this company, book through a travel company from word of mouth. My flights were cancelled by the airline due to the war. This company in a cohesive manner asked me to respond to the email to go ahead with the cancellations, making it out like I’m orchestrating the cancellation so I can no longer be entitled to a refund. This is disgusting behaviour from people who I thought shared the same belief system but they are not, they’re priority is to pocket money from venerable people.

If you ever book package holidays use a credit card! After constant back and forth with the bank over 4months I finally received my refund.

Terrible experience.

Flights cancelled by the airline, refund offer not near 50% of the ticket price. Raised a chargeback. Hounded by the company by telephone, told not to do the chargeback, that it will never be accepted etc etc.

1 chargeback upheld, a further not, then company refused to pay the refund for the other ticket as it was "out of the terms".

Now hounding me to close the chargeback I reraised.

Terrible communication unless they want something from you then absolutely relentless.

would NOT recommend, pay the extra to book directly with the airline.

Excellent customer service provided by qamar iqbal

Didn’t get my ticket straight away was told just to wait it will come within 96hours rang again as I only had 24 hours left till my seat would be lost with the airline Qamar Iqbal helped me out and got my query resolved within minutes.

Spoke to Kamal at Flight Catchers. He was so professional, polite and helpful. Booked my flight in no time and quickly sent me all the paperwork.He fully explained the process required and completed the job very very efficiently. Definitely recommended

Disgusting !! Booked x 3 flights to Cairo with Egypt air via this company...no mention of seletcing seats...to then recieve a phone call quote of £300 for 3 of us to sit together. With a disbaled Mom who needs assistance.
Be aware !!

Qamar, did a great job.

Excellent communication skills legend in words Qamar Iqbal

Qamar Ikbal was brilliant and very helpful with my booking

Qamar Iqbal thankyou for helping so much. Really appreciate it

Wasn't allowed to board return as missed second segment of flight due to sickness.
Wanted more funds for new ticket, had to cross zone subject to war.
Adamant of £10-30 refund - won't justify reason nor release comms with airline.
Wont adhere to FOI / SAR request

My husband wanted extra leg room as he suffers with back pain .he was told to book and pay for his flight which he did when he rang back after the payment was taken he was told there was no extra leg room on the going out flight but was there on the return .
My husband explained he cannot be all scrunched up .
When he spoke to the guy a price was agreed .
When they came back and said no flight my husband said I need to cancel the flight as I can't be in pain for 13 hours on the flight and more hours recovering after the flight .
He booked the flight rang up within ,10 mins for the seats and it costhim 200.00 to cancel .
You need to be able to book and pay for the extra leg room online .
My husband is an OAP and you have scammed him out of this money .
Shame on you all

Very good customer services thanks qamar iqbal

I would strongly advise anyone considering Polani Travel to think carefully before booking. My experience has been extremely disappointing from start to finish.

Firstly, I was pressured into paying for my tickets before I had been given the opportunity to properly read the terms and conditions. I felt rushed into making payment rather than being allowed to make an informed decision.

Secondly, the tickets were booked with the wrong luggage allowance, creating unnecessary issues from the outset.

When my Qatar Airways flights were cancelled, I requested a refund on 16 March. I was later informed that my refund request had not even been actioned until the end of March. After waiting six weeks, I was still being told that Polani Travel was waiting for a response from the airline.

I decided to contact Qatar Airways directly. They informed me that the refund already showed as processed in their system. I provided this evidence to Polani Travel, yet they repeatedly denied this was the case.

After waiting around 12 weeks —double the timeframe I had originally been advised—I initiated a chargeback because I still had not received my money. Only then was I suddenly told that one of my two booking refunds had been received.

Polani Travel then requested a clearance letter, which I provided within seven days. It has now been 26 days since I sent that letter, and I am still being told they are waiting to hear back from their bank. I have since confirmed that Barclays, their merchant bank, typically processes these matters within five working days, making this explanation difficult to understand.

To make matters worse, Polani Travel has attempted to charge me £23 per passenger in administration fees for 11 passengers —a total of £253. This is despite the fact that I ended up doing much of the administration myself.

I have written evidence from Qatar Airways confirming that they had not received the original refund request, meaning I had to submit the refund request myself. I also have documented communications supporting this.

On 10 July, Polani Travel informed me they were still waiting for the EMD refund relating to my second booking. However, I had contacted Qatar Airways myself on 9 July, and they processed the EMD refund within 48 hours. I provided Polani Travel with this evidence as well.

Given that I was the one who had to chase the airline, obtain written confirmations, submit refund requests, and repeatedly provide evidence, I do not believe it is reasonable for Polani Travel to charge any administration fees.

I also requested evidence that they had submitted my original refund request, with any personal information appropriately redacted to comply with GDPR. To date, they have been unable or unwilling to provide this evidence.

Throughout this process, I have retained documentary evidence, including email correspondence and written confirmation from Qatar Airways. My experience has been one of poor communication, delays, inconsistent information, and a lack of accountability. Unfortunately, I cannot recommend Polani Travel based on the service I received.

Great experience, very helpful and reliable always getting the cheapest offers with great services. Highly recommended.
Thank you to Qamar