My sister booked a ticket to Sri Lanka via them. They took her money and confirmed that they had taken it and that her seat was booked. 4 weeks before travelling she emailed them (they advise to email as due to covid they are busy-this message is on their recorded message when you phone. So she emailed them, not once but numerous times. There was no acknowledgement of the email and no response. She kept trying to phone constantly asking for her e - ticket and no response. On many occasions she would be in a call que and then when she got to number 2 or 3 on the call que the call would be dropped. She kept emailing but no response. Now 2 weeks before travelling she is getting v nervous, stressed and worried as usually e-ticket should come through 4 weeks prior to travel. I desperation she phoned the airline direct to check with the airline. They then informed her that there was no seat booked for her by anyone. So Dream world flight travel had taken the money from her account, confirmed to her that the seat was booked and have been sitting on her money without having booked her ticket. She transferred the money 3/ 4 months earlier. Shocking. The worst part is that despite trying to contact them there's no response to either emails or phone calls. Had she not called the airline she would be none the wiser. Shocking. In addition I booked my flight via them and had to badger them to send my ticket. I made numerous phone calls before getti g through to an agent and I made so many calls before getting through. I believe I only got through as I was so persistent and each time I tried calling I was constantly put into this que, and the all was dropped. From our experience it is too risky to use them. Both mi e and my sisters experience has not been good. Indeed we are still waiti g for the outcome of the unbooked ticket, despite them taking the money. When she asked whether she can book a ticket for that date. The airline quoted double the price that she has transferred to Dreamworld travel. The airline have advised her to go back to them and ask them for the ticket. On top of that the date of travel is really important as we are going back with our father's ashes. This is stress that we don't need. Not a nice experience we will not be booking via them again and will advise freinds a family to avoid them too.

FRAUDULENT COMPANY AVOID!
You will not receive your tickets despite paying in full and receiving booking confirmation and an ATOL certificate. If you email, you will receive an automatic reply saying customers services will respond within 48-72 hours but they will not. When you ring, you'll wait for ages listening to music and may be cut off at position 4 in the queue when you've waited since position 40: you'll think you're lucky if you do get through to speak to someone on the phone, but they will lie to you and tell you that your tickets have definitely been booked and the ticketing office will be in touch with you and provide you with your tickets in 48-72 hours. You won't be able to plan your holiday because you will not know (despite booking months in advance) if you'll be going and, if you won't know for sure until it's too late (on the departure date).

DON'T HAVE ANYTHING TO DO WITH DREAMWORLD and book directly with the airline! I am very surprised that Travelsupermarket have anything to do with this company. I searched for flights on Travelsupermarket.com (as I have done previously many times) and chose 4 Easyjet flight to Crete last November 2021; directed automatically to Dreamworld, I paid in full and promptly received a booking confirmation and ATOL certificate by email. However, I have since discovered that they will not tell you how to select seats or pay for luggage because they have not actually booked you a flight (only pretended to do this). At one point I was told I'd be sent the tickets one month before the flight and waited but this passed and despite repeated emails, I've still not received them which means I haven't yet been able to book ongoing travel. I'm supposed to fly 8 April. In every communication with the company I've supplied correct reference no and full details, there's nothing wrong with my email address and my full payment was processed months ago - so NO EXCUSES can be accepted - just an apology and my tickets would be nice as I'm now running out of time (ref N85EYV)!

Lubna in customer services assured me my tickets had been booked and she would personally ensure that the ticketing section sent them to me within 48-78 hours, but this expired AGAIN and no tickets nor response received. I'm not sure why anyone would want to work for this company - can't be any job satisfaction in dealing with irate customers and being paid to lie to them. If Dreamworld Travel had booked the tickets, it would be far easier surely to forward them to customers than continuously field complaints?!

Easyjet have confirmed that I am not booked on this flight (despite booking several months ago and even providing full passport details to Dreamworld Travel) and that even if Dreamworld Travel had booked these on my behalf, the tickets would be in my name. It's scandalous that this company is allowed to operate and repeatedly steal money from so many people.

Dream world travel haven, t refund my money for 9 months will be nice and bad time give us the money we got it proof here saying they gonna refund us on 2022 Jan 24 but never did it Transaction ID**************FLIGHTS FARESBase Price£921.33Taxes£400.46Flight Booking Charges£5.00Atol Charges£7.50Best Price GuranteeTotal Price£ 1334. 00
Important Information
Transaction ID**************FLIGHTS FARESBase Price£334.95Taxes£160.82Flight Booking Charges£5.00Atol Charges£2.50Best Price GuranteeTotal Price£ 503.00
Reference No: NWS-*******
Reference No: NWS-******* all lies no money

I made the decision to book a flight to Australia with Dream World Travel back in May. As I booked via different TA many times before with no issues, I never thought this company would put me in such a stressful and difficult situation. I will however start with the positives, as I want to leave an honest review. These would be:

- First e-mails were answered in a timely manner (to a certain point). Calls were answered in a timely manner and when the line got disconnected they reached back to me shortly. Staff always kept a polite tone, which I appreciate.

As for the negatives, they unfortunately set the tone for my interaction with this travel agency. As we are flying to Au, I am naturally very stressed and concerned with whether we can fly or not. Guess what? I cannot even start looking into that because I have NO E TICKETS! Having booked in May with a full pre payment, my obvious expectation was to have full access to my booking and of course full transparency... NOT THE CASE! I first called DWT in June to enquire and the agent said at the time that I would receive my tickets 10 days before my flight, as I received "a very special deal". That was worrying already and seemed very strange as any other TA I booked through issued the tickets IMMEDIATELY. Early July I contacted DWT with the same question as I was getting more and more concerned. This time a gentleman called Zeshan answered my call. He was very patient but unfortunately that`s about it, because everything else seems to be a lie or an attempt to prolong my wait, for whatever reason. When I mentioned the "10 days policy", Zeshan said that this is a mistake and the information is incorrect. I asked him if he is sure and he assured me that he is and that he is happy to go on record with the fact that he guarantees my tickets. He did however refuse to give any other information and advised me to send an e-mail, which I did. The e-mail was replied to within 24 hrs, but his colleague mentioned the same "10 days before departure" policy. Having called again to speak to them, the phone was answered this time by Jasmeen, who contradicted her colleague and mentioned AGAIN the "10 days before departure" policy. As soon as I quoted Zeshan`s words, she advised me to call back. Once I did, Zeshan picked up again and requested for me to send another e-mail to request the E Tickets, which of course I did. 2 e-mails and 3 days later, no reply. I called again and Zeshan answered, advising me that he will forward my enquiry to the "ticketing department", who will come back to me with a clear date regarding my e tickets being issued. As you can tell, this is more than a rollercoaster, going from issued 10 days before departure, to a month, to we will give you an exact date when my tickets will be issued. Furthermore, the agents get rather defensive and advise to send e-mails, which funny enough they have direct access to within 10 seconds of you bringing up the information. At this stage, the only thing that is certain is that I paid aprox. £1700 and have NOTHING in my hand. The PNR provided is invalid on the QA website and QA is unable to track my booking. My E-mails are answered to but with no additional information or help; basically, everything that happened after I paid for my flights is me being told "Don`t worry, you`ll get your tickets" or "Send an e-mail and we will investigate" or "The relevant department will investigate".

It is unbelievable that in this times certain businesses use this kind of approach towards their clients. Being restricted from making any sort of adjustments to my trip for nearly 4 STRAIGHT MONTHS is unheard of and absolutely ridiculous. The DWT team has all the necessary "by the book" scripts ready and you may expect many "Your money is protected", "Our Terms and Conditions", etc., but truly your concerns won`t move any direction regardless of your efforts.

To sum it up, DWT probably expects their customers to wait and put themselves at risk of not flying for another 3-4 months, whilst they make their money from either the now popular £35 admin fee or 15% refund charge. I am happy to provide sitejabber or any other entity interested with any relevant information in support of my review.

As for now, I WOULD NEVER EVER RECOMMEND DWT SERVICES, EVEN TO MY WORST ENEMIES, and as a fellow travel industry professional who faced redudandancy due to COVID-19, as much as I support all businesses affected, this particular one has no place in this industry!

My experience with Dreamworld Travel is like many others have already experienced a total nightmare. They are like the cancer of the travel industry. From day 1 they have proved to be the worst company I have ever come across and deserve an award for maintaining that standard.

I booked on Boxing Day 2019 for a flight to Florida in August 2020, from a quick search on Kayak DWT came out with the cheapest with a saving of £800 compared to Virgin so what was supposed to be a seamless process turned into hell. I selected a premium class seats for my family flying with Virgin airways total cost a tad off £7000.

I then sat waiting for the flight confirmation and e ticket number email to arrive so I could reserve my seat. The email didn't arrive but due to the fact I wasn't sure which the e-ticket number was I phoned Virgin direct who were very helpful and said they could see my booking and reserved my selected seats. Great all sorted, or so I thought.

Two weeks later whilst booking a hire car I needed the flight number so I opened my Virgin app and couldn't find my flight. I opened the virgin website to find the seats I had reserved were available for purchase except two. I immediately phoned Virgin Atlantic who told me that DWT had cancelled the tickets 14 days after purchase and as such some of my seats had been reserved by someone else.

Commence the most frustrating several weeks of my life. Trying to get in contact with DWT can only be like banging your head against a rock door.

Phone calls which get terminated, phone lines that apparently don't exist, phone queues which you start at 10 in the queue and by the time you get to 1 you jump back to 10 or you get cut off. Emails and WhatsApp don't get answered but if you leave a negative trust pilot review they get in touch straight away. I managed to get a few phone numbers and names from reading other reviews.

When I eventually managed to speak to someone after spending days on the phone they told us we were in an e-ticketing queue and we would get our number up to or within 2 weeks of flying. Great I'm sure we would have got the seats we wanted, really pleased I booked premium for the privilege. So further phone calls were made complaining and demanding the e-ticket number and not falling for their bull excuses about some queue.

Eventually after some harsh words and heated conversations with various people our e-ticket number was supplied, but only this time they had provided me with 2 e-ticket number with 2 separate bookings splitting my family they allocated our seats so we were sitting separately. And guess what? Due to the length of time they had messed me about for there was nothing I could do as all the seats had booked up.

Next obstacle COVID19! Virgin cancelled our flight in June 2020 so we started to make alternative plans. I was now dreading the reality of having to contact this dire company again. We first waited for contact from DWT to advise us of the cancellation but they surprisingly never made any contact in fact they never contacted and were not contactable.

We made so many attempts to contact them, phone calls, emails, WhatsApp, wood pigeons….

I then learnt of many others who were in the same situation as me and were due refunds which were not looking promising.

Eventually my patients drew to an end and I contacted the credit card company and provided them with the details. They very quickly got onto the case and within 2 weeks had provided me a temporary refund with DWT given 45 days to challenge it. No challenge was made and my refund was complete.

To this day I have not heard from DWT they are a terrible company I would go as far as saying their thieving rogues. I have found lots forums on this company with thousands of people in the same boat.

My learning from this is to read reviews prior to using a company and I will only use main line companies from now on. Read the real reviews they don't lie unlike DWT.

One thing I have also noted from this is DWT clearly leave their own reviews to boost their scores, if you read the reviews some are poorly written and make no sense and clearly made up. Always naming a member of staff who was great! Really!

I would give zero stars if I could.

Well Done DWT for being crap. And NO I won't be removing my review for you when you inevitable try to contact me.

DWT is the worst company with unprofessional, impolite, disrespectful staff. There are no customers service in that company. They talk to you poorly, they don't answer a question properly. Never buy service with this company. I am having a nightmare dealing with them for the over 9 months. They cancelled my flights without any notice and since them I have been chasing for a refund which they denied. I have sent them more than 30 emails and dealing with their exhausting staff over the phone. They have no respect for the customers, constantly hanging up the phone and extremely impolite. Last Saturday I phoned and asked to talk to a supervisor because they don't have manager. One of them said to me that the manager is travelling around the world after I challenge him to tell me when the manager will be available to talk with me. And after my persistence the supervisor came in and talk to me and he was extremely rude and couldn't answer any of my question and kept tell me that he have to go and hang up the phone. Three days ago I spoke to Shahroze Khan (Supervisor) and he said to email him the next day because he will manage to refund my money from the company pocket without pay the absurd admin fee and that is something he can do just for me and then the next day when I emailed him as we agreed. And then he answered that I have to pay 15% admin fee that was something he told me he will manage to take off after I advise him that the admin fee is against to the law. Follow up his email " Dear Belita,

Good morning,

First of all do apologize for all the inconvenience you are facing since April, We proceed your refund on the same day we received request from your side. But as per the Airline they are not providing cash refunds to the travel agencies booking till now and we are facing same problem with our all Royal Maroc passengers. The best I can do for you for now only I have sent you an email please check and accept OTP for an admin charges so I can arrange refund for you from our pocket.

Thank you.

Best Regards
Shahroze Khan
Supervisor - "

• And then when I phoned him after read his email and asked to talk to him, he refused.

I have proof the confirmation from an email I received from his colleague on 16/07/2020 that the airline refunded them the full amount I paid for my ticket.

• If you are read this take it seriously because bad reviews exist to help you. No one comes here to leave a bad review just for pleasure. I don't recommend this company for anyone. The Worst company to deal with.

DO NOT USE THIS COMPANY!
Absolutely DISGUSTING. Never have I ever in all my life experienced such a bad service. The company has no disregard to customers and will soon go bust! Probably the reason hundreds of people are still awaiting a refund.We have now been waiting 14 weeks for a refund of the FULL amount ( since 26th September) and all the emails they send seem to be automated. I have sent one final email to the company for a refund. I assume DWT have no intention to even pay so we have had to seek alternative legal advice and go through the bank to dispute the refund.
All the 5* reviews are FAKE in my opinion. If you had common sense in you it doesn't take me to explain why I think they're fake. If you scroll you can see a huge pattern in how they are writing reviews and the style they write them. No one will be booking holidays or finding good deals at the minute when we are in a national lockdown! Robot writing and lack of detail, if you look at the people giving reviews they only ever have one which proves they are fake accounts and if they are true. I'd love to know or get in contact with who they are speaking to! No matter how many customer reviews you flag we will keep posting to reveal the true scam this company! You will go bust one way or another!
AVOID LIKE THE PLAGUE AND LISTEN TO THESE REVIEWS OF THE HUNDREDS OF PEOPLE. ONLY THE TRUTH IS SPOKEN IN THE 1* REVIEWS
If I could give this company 0 stars I really would
Anyone experiencing the same who is not yet part of the Facebook group please join ‘ Dream World Travel Action Group' it has saved me and given me hope of getting my money back from this scam of a company. Utterly disgusting and you won't get away with it

We booked flights return from London to Helsinki in February this year, for April. These flights were cancelled due to Covid-19, and we filed a refund request as advised by the airline (Finn Air). We were told that this had been processed, and they had requested the refund from the Airline and to check the status after 6 weeks. I waiting almost 8 weeks before checking in and was advised that they were waiting on the airlines refund, and check in after a few weeks. Another month goes by, same check in same response. Beginning of September I asked for an estimate on time, no response.

About 3 weeks later my boyfriend gets through to their phone line (I was previously hung up on) and they promise the refund would be processed by the following month. I later found out that Finn Air had refunded them several weeks earlier. Later that same day, I receive an email telling me I am to be sent a travel voucher in lieu of refund within 14 days, I responded with confusion as this was contrary to the advice we were given on the phone. Their response said it would be even longer to receive a refund, which is why they are offering me the voucher, and I respond that I will continue with the refund. From their new calculation my refund should be with me by November 4th 2020. Shortly after, I get a response from Finn Air that their refund was processed almost a month prior, which I inform Dream World Travel of. They send back an email which is clearly copy/pasted, as many of their emails seem to be, addressing me as 'valued customer' saying that we cannot process a refund until approved by the airline or third party supplier. ​This is the first time I notice them using the terminology of third party supplier. We go back and forth with them refusing that they have been refunded.

I check back a week after they suggested, they then tell me the refund has been received, to send us their bank details (which they should already have, and had previously stated we could confirm rather than provide via email) and that the third party supplier is charging an additional £60 per person on top of the dream world travel admin fee of £35 per person. I ask who this third party supplier is because I have no record of anyone else, I booked flights with Dream World Travel for Finn Air flights, Finn Air has said they refunded Dream World Travel. No response, I follow up and receive a response to my follow up over a month later on the 15th of December. This simply states the same, that the third party supplier is charging this fee which they are disputing. I again press the question of who is charging these fees. They finally respond that the third party is 'The Holiday Team', who I've never heard of and there is no record of on any communication or booking information over the last 9 months. Why does this third party only seem to exist as of a month ago?

My boyfriend spends about 2 hours over 8 calls over a number of days, speaking to different people who all give different responses. One person says that they can waive the fees for Dream World Travel but not for the supplier, one says there is no phone customer service and we need to email, then we get onto someone who says they are phone customer service. We get told we need to submit information we submitted months ago, that nothing can be done via phone, that there are no managers, but then those same people are the managers. There is zero coherence, and no internal communication.

They send me a long scripted email about how they're just the middle man and that they're fighting for our money, and then tell me they can refund us the money and waive half of their admin fee (but not the third party fee) when we had been told just a few hours earlier they would waive the full fee.

They are going back and forth, and it just seems like they're covering their lies when someone misspeaks (I assume this is why they prefer email conversation, so they can copy & paste templates). This company is an absolute joke, I've never experienced such horrific customer service in my life. Don't even consider booking with them, especially in Covid times, and for the love of god don't believe the reviews they've so clearly purchased.

Do NOT BUY FROM THIS COMPANY

Its and update since my last review
So it Feburary ALMOST 9 MONTHS now and I have not received the refund form this unethical and not legit company
DREAMWORLD so called company managed to reply to my feedback with a vague answer and I wish there could be a button to reply back to these idiot but I could not so writing a review again so people who are thinking to buy from this company should not waste their hard earned money AND PLEASE DREAMOWRLD IF YOU ARE READING THIS PROVIDE ME PROOF THAT YOU HAVE NOT RECEIVED THE money from the airline

I know you replied to my post that we have not received the funds from the airline well surely its your responsibility to accommodate the customer at all means right? Why are you not asking the airlines did we buy from airlines direct or from you lot?
Surely my mistake if i bought direct would mot have to face this

Please it's humble request to anyone who is planning to buy from this company as they are like take your money and never give back

I bought two tickets in November 2019 and my ticket was from Feb 2020 and return on March 2020, However due to covid flights got cancelled and i understand its global issue so i applied for a refund on April 2020 and since then i have been chasing them for my refund

What a useless company, they just dont esclate the issue at all everytime i called them after one hour wait the people on the phone are so illiterate that they hang up without answering the question
So i fid email and lots of email and just gave me a stupid reply for
Wait and wait ao its October 2020 now no refund was given at all
Its a shame to know how they are still running this business and no body say them anything to them

Lots of customer are victim of this so please dont buy from them please please i request

I called my airline and ask them about the refund and they told me they have already send the money to DREAMWORLD on June 2020, still the company claims they have not received
They gave me refund application number and when i called PIA they said it not valid
What a lie

I request to all humble people save your money and buy direct for company please please please

We have the same horrific experienced with dreamworld travel. It's a nightmare actually. My mum has been asking for a refund since March but this travel agency will only put you in circles with no help, they been telling us to get back after weeks, after 2 weeks and another 2 weeks and another few weeks with no improvement, and their lies after another! They states that they needed Emirates to refund them first before they could give us our refund back. On the 9th of July 2020, I called EMIRATES about this, and Emirates team told me that our ticket were not on process to be refunded and its outstandingly open to be rebooked for free (I paid more than £1390 on this tickets), but Emirates team said they cannot touched it because it was booked at dreamworld travel. So we need to call the travel agency for rebooking for free, no charged, and when I called them they said again they have thousand of customers that needed sorting and TO WAIT AGAIN is their answer, however when I told them what Emirates said about changing the dates instead of rebooking dwtltd customer care Jasmine spill it out that there are actually a form to be filled out. Really? I been asking for rebooking or refund since March and they are hiding this form to their customers! I was fuming. They sent me form and filled it out- even though I know they will conned us again for another money- I am sure! I filed a case through Emirates the other day and yesterday morning I received a response that they will help us from dwtltd irrisponsibility. In just less than 5 minutes our ticket was sorted without extra charges, Free! Then yesterday afternoon I received an email from dwtltd asking for a verification £139 to pay for our date changes. (really? Emirates told us its FREE, see, I KNOW THEY WANT MONEY FROM US AGAIN! I AM RIGHT!) We responded that they are too late! And hopefully DREAMWORLD TRAVEL will be punished to what they are doing to other people! Instead of helping they are creating psychological and emotional distress!