Always a great experience when using Goldmedal. Have used them for years and get great service. The team are fabulous, I deal with Joe Bradley in the Pure Luxury team a lot and he is always so quick a... Se mer
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Det här tycker kunderna
Michael in the Pure Luxury department at Gold Medal was very helpful with getting the holiday confirmed for me. Would always email me back when I had a question.
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Peter Soneya from Pure lux helped me out getting a high value Florida booking over the line against some challenges, Thank you so much again Pete
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DO NOT USE THIS COMPANY!!!!! Harassed and bullied for money by guide, extorted for money by safari agent, terrible hotel, beaches filthy, farm fishing off the beach mean no swimming. £13,000 down t... Se mer
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Företagsinformation
Skrivet av företaget
At Gold Medal we’ve been supplying package holidays, scheduled flights, hotels, car hire, tours and excursions to the independent travel trade for over 40 years. As a trade-only tour operator our holidays are only available to book through a local travel agent. We are a member of the Association of British Travel Agents (ABTA) and all the flight-inclusive holidays we sell are financially protected by the ATOL scheme. We are also part of the Emirates Group, a dynamic travel and tourism operation with a global reputation for excellence spanning every aspect of the industry. We welcome feedback from our travel agent partners and their customers, and will endeavor to resolve any queries raised.
Kontaktuppgifter
Storbritannien
- goldmedal.co.uk
4,4
Utmärkt
368 omdömen
Ingen inbjudningshistorik registrerad
Det här företaget har inte bjudit in sina kunder. Omdömen kanske inte är representativa
Har besvarat 100 % av sina negativa omdömen
Svarar vanligtvis inom 48 timmar
Så använder företaget Trustpilot
Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
Michael in the Pure Luxury department…
Michael in the Pure Luxury department at Gold Medal was very helpful with getting the holiday confirmed for me. Would always email me back when I had a question.
12 juni 2026
Omdöme utan inbjudan
Svar från Gold Medal Travel Group
You feedback will be passed on.
Thank you for taking the time to share.
Gold Medal Team
Always a great experience when using…
Always a great experience when using Goldmedal. Have used them for years and get great service. The team are fabulous, I deal with Joe Bradley in the Pure Luxury team a lot and he is always so quick and responsive, but all team members are great!
12 juni 2026
Omdöme utan inbjudan
Svar från Gold Medal Travel Group
Thank you Ellie for taking the time to share with us.
We always appreciate the time agents take to share with us.
Gold Medal team
Peter Soneya from Pure lux helped me…
Peter Soneya from Pure lux helped me out getting a high value Florida booking over the line against some challenges, Thank you so much again Pete
9 juni 2026
Omdöme utan inbjudan
Svar från Gold Medal Travel Group
Great feedback and we will ensure this is shared.
Thank you Jennifer for taking the time to share.
Gold Medal team
I made a Cruiseplus booking with Jake…
I made a Cruiseplus booking with Jake last week. He was super efficient and friendly, a pleasure to make the booking with him
3 juni 2026
Omdöme utan inbjudan
Svar från Gold Medal Travel Group
Thank you for your kind words.
Gold Medal Group
Always a 5 star experience with Gold…
Always a 5 star experience with Gold Medal.
19 maj 2026
Omdöme utan inbjudan
Svar från Gold Medal Travel Group
Thank you Beth.
Always lovely to hear this feedback and we will be sharing with the teams.
All the best
Gold Medal Team
Chris from Cruise Plus
Chris from Cruise Plus was outstanding.He went the extra mile keep checking the Rocky Mountaineer as seats were not showing but they came back up and he also manged to beat the quote she had from a competitor Great work Chris Thank You
13 maj 2026
Omdöme utan inbjudan
Svar från Gold Medal Travel Group
Thank you so much for your lovely feedback.
Chris will be thrilled to hear this. We’re delighted he could secure the seats and even beat the competitor’s quote.
Many Thanks
Gold Medal Team
Ellie
Ellie! What a superstar...she went above and beyond for providing several quote combinations to give the customer maximum choice. She was so patient and really helped me source the best holiday for the family. An absolute asset to the team! Thank you Ellie
3 maj 2026
Omdöme utan inbjudan
Svar från Gold Medal Travel Group
Hello
Really appreciate you sharing this. Ellie’s dedication shines through, and we are so glad she helped find the perfect holiday.
All the feedback is passed on and shared with the business.
Thank you
Gold Medal Team
Joe Bradley
Agent Joe Bradley was most helpful in securing a booking for my first time referred clients
30 april 2026
Omdöme utan inbjudan
Svar från Gold Medal Travel Group
Thank you Paul for taking the time to write your review and we are please to hear this is a referral and new customer.
We are always delighted to hear such positive feedback.
Many Thanks
Gold Medal Team
Kate Kinney is a superstar
Kate Kinney is a superstar, always willing to go the extra mile to help me out, a credit to Gold Medal!
30 april 2026
Omdöme utan inbjudan
Svar från Gold Medal Travel Group
Thank you Jamie, we appreciate you send this to us.
We always share our Trust Piot reviews with the business and this has been greatly received, to start the weekend.
Gold Medal Team
Agent Beverley Florida Booking
Beverley, from Gold medal America team was absolutely phenomenal.
So friendly and so helpful.
She made the booking process so easy.
22 april 2026
Omdöme utan inbjudan
Svar från Gold Medal Travel Group
Carly
Thank you for taking the time to add a review for us.
We will pass this on the Beverly, how wonderful to get a phenomenal review.
Much Appreciated
Gold Medal Team
Amy Holden was great so pleasant and…
Amy Holden was great so pleasant and helpful Amy was very friendly but professional, Amy gave me many different options for my customers as they were undecided on their destination her knowledge was brilliant, thank you for the top tips with the car hire.
Regards Gina.
17 april 2026
Omdöme utan inbjudan
Svar från Gold Medal Travel Group
Hi Gina,
Thank you so much for your lovely feedback. I’m really pleased to hear that Amy was able to support you so well. It’s great to know she provided friendly, professional service and helped you explore a range of destination options for your customers. I’m also glad her car‑hire tips were useful.
Your comments mean a lot, and I’ll be sure to pass them on to Amy
Many Thanks
Gold Medal Team
Another great experience…
Another great experience with Gold Medal! Great communication and excellent service, this time with Wendy. A fantastic company with fantastic products, highly recommended!
18 april 2026
Omdöme utan inbjudan
Svar från Gold Medal Travel Group
Hi there,
Thank you so much for sharing this wonderful feedback. We’re delighted to hear you’ve had another great experience with Gold Medal, and it’s fantastic to know that Wendy provided excellent communication and service. We truly appreciate your recommendation and your continued support.
Thanks again for taking the time to share your comments
Gold Medal Team
The member of staff was informative
The member of staff was informative, responsive with their quote even though we had to requote, the format of the quote is always great and time saving for us as we can pass this on to clients directly. Pricing was competitive too.
15 april 2026
Omdöme utan inbjudan
Svar från Gold Medal Travel Group
Hi,
Thank you for taking the time to share your feedback. I’m really pleased to hear that our team member provided clear, informative support and responded promptly, even with the requote. It’s great to know the quote format continues to save you time and works well for passing directly to your clients. I’m also glad you found the pricing competitive.
Many Thanks
Gold Medal Team
We truly appreciate your comments and your continued support
unhelpful unless you pay a lot mor
Booked a multi city trip to Canada, when checking flights with the airline they hadn't booked hold luggage. For the length of the trip and the itinerary it would have been pretty obvious that hold luggage would be required.
One of the internal flights the time was changed, when we asked if if was possible to get an earlier flight they point blankly refused to assist unless we paid a rather large amount to change.
No I wouldn't use again and no I wouldn't recommend!
EDITED
Thanks for the response BUT it's BS
My partner contacted our travel agent and got mugged off so she then contacted you directly. The person on the phone wasn't interested said they would speak to their manager basically mugging her off as well. Spent over £10k with you, you've got the money and don't care!
2nd edit
Tried calling you to speak to who ever deals with these reviews so you could advise and look into this
Mugged off again
You document's ref PR8AG2V
1 april 2026
Omdöme utan inbjudan
Svar från Gold Medal Travel Group
Thank you for taking the time to share your feedback. I’m really sorry to hear about your experience, especially with the luggage and the difficulty you faced when trying to adjust your internal flight. That’s not the level of service we aim to provide.
Hold luggage should absolutely be discussed clearly at the time of booking and would have been with your travel agent, particularly for a multi‑city itinerary like yours, and I understand how frustrating it must have been to discover it wasn’t included. The situation with the schedule change and moving to an earlier flight also falls short of what you should expect.
If you’d like us to look into your booking in more detail, we’d be happy to help, please contact your travel agent and ask them to send the details for us to review.
Many Thanks
Gold Medal Team
We are sorry that it has come to this type of feedback
Would you like to send your booking reference number, this will allow us the chance to look into the review given.
Many Thanks Gold Medal Team
Excellent service as always from…
Excellent service as always from Heather at Gold Medal. Professional, efficient and an absolute pleasure to work with every single time. Nothing is ever too much trouble and everything is handled seamlessly, which makes such a difference in this industry. Reliable, knowledgeable and consistently delivering at a high standard. Highly recommend.
16 april 2026
Omdöme utan inbjudan
Svar från Gold Medal Travel Group
Thank you Sarah,
Always lovely to hear a review about Heather and the Pure Luxury product.
All the best
Gold Medal Team
Seabourn cruise and stay
Kayleigh-Anne offered Excellent service, was really helpful and went above and beyond to secure this booking.
10 april 2026
Omdöme utan inbjudan
Svar från Gold Medal Travel Group
Thank you Olivia for takin the time to share this with us.
Your feedback is appreciated and always shared with the business.
Many thanks
Gold Medal Team
Once in a life time holiday nightmare
We booked what was meant to be a once-in-a-lifetime family holiday to Florida through TUI, completely unaware that our contract was actually with Gold Medal Travel. It wasn’t made clear to us at the time of booking, which in hindsight feels very misleading.
When we got home and started looking into Gold Medal, we were genuinely shocked by the number of negative reviews. It immediately made us feel uncomfortable about proceeding with a holiday we were about to spend thousands of pounds on. Trusting that instinct, we decided not to go ahead.
Unfortunately, that’s where the experience became even more disappointing. Despite our concerns, Gold Medal refused to return our deposit, offer even a partial refund, or show any flexibility whatsoever. There was no understanding or goodwill—just a flat refusal.
For a company handling such significant, once-in-a-lifetime trips, the lack of transparency and customer care is really concerning. We feel completely let down.
My advice: do your research before booking and make absolutely sure you know who your contract is with. And if something doesn’t feel right, Please trust your gut.
We certainly won’t be booking with Gold Medal Travel again.
4 april 2026
Omdöme utan inbjudan
Svar från Gold Medal Travel Group
Dear Laura,
Thank you for taking the time to share your feedback. We are genuinely sorry to hear that you felt uncomfortable proceeding with your booking and that the experience did not meet your expectations.
We would like to clarify a few important points for context. Gold Medal is a long‑established travel company and a key third‑party supplier to TUI, with whom we have worked successfully for many years. This supplier relationship and the contractual details are outlined at the time of booking
We appreciate that you reviewed feedback after booking; however, we believe it is also important to consider the wider picture. Our Trustpilot score of 4.4 is officially classed as “Excellent”, based on feedback from over 190,000 customers who have travelled with us. In the last 12 months, there have been 12 one‑star reviews, which represents a very small percentage of our total bookings. Additionally, our Net Promoter Score of 75.6 reflects exceptionally high customer satisfaction, and we were recently awarded UK & Ireland Travel Company of the Year at the Travel Industry Awards.
Regarding your cancellation, the decision was made based on personal concerns rather than any failure or issue with the holiday arrangements themselves. As such, the cancellation did not fall within the criteria for a refund or amendment outside of the agreed Terms & Conditions, which are provided clearly at the point of booking and must be applied fairly and consistently to all customers. While we understand that this was disappointing, we were unable to offer flexibility that was not supported by those terms.
We do take all feedback seriously and regret that this experience has affected your confidence in booking with us.
Kind regards,
Gold Medal Travel
Incredible service from Samantha at Pure Luxury
Over the past week I have booked two different incredible holidays for two different clients with the help from the amazing Samantha in Pure Luxury. She was so helpful throughout both bookings and ensured I got the best prices for my clients. I will 100% going back to Samantha to help me with future enquiries.
24 mars 2026
Omdöme utan inbjudan
Svar från Gold Medal Travel Group
Hello Chloe
Thank you for your review and taking the time to share this with us.
We pass all our feedback on to the business and individuals.
Thanks again it is so appreciated
Gold Medal Team
Unreliable trade partners, trade contact channels do not work.
One star is generous.
Bespoke holiday booked, this included a private transfer from Foc do Iguacu airport in Brazil to our hotel on the Argentinian side on the 5th of January.
The driver from Gold Medals trusted trade partner, Blumar, was not waiting for us. There was another driver there from Blumar and when I asked if he could ring the local office to find out where our driver was he refused.
It is a small airport, and there isn’t a string of taxis waiting, and we felt very isolated, let down and vulnerable.
Since then, although we have received a refund, after a month, some 3months after the event we are still waiting for an explanation.
Gold Medal hide behind, we are using our trade contact channels, but when they don’t work, what then?
It seems to me that once they have your money they don’t really care.
Update
There were certain points unclear from Blumars terms of service before we left (see my review 29.12.25) which despite Gold Medals assurances that they were going via their trade contact channels did not get resolved.
There is also a refund from KLM due to me which KLM advise was paid 11/12 Feb which Gold Medals assurances did claim not to be able to trace the payment and are pursuing matters through their trade contact channels, remains outstanding.
It seems to me Gold Medal Travel are content to hide behind their trade contact channels, without putting in the effort to actually resolve matters for their customers.
5 januari 2026
Omdöme utan inbjudan
Svar från Gold Medal Travel Group
David,
Thank you for taking the time to share your experience. We’re genuinely sorry for the distress caused during your transfer in Foz do Iguaçu and for the delays you’ve faced in receiving clear updates. This is far from the level of service we aim to provide.
While we’re pleased the transfer refund has now been issued, we understand your frustration regarding the lack of timely communication and the outstanding KLM refund. Please be assured we are continuing to work with our partners to resolve this as quickly as possible, and we regret that this process has taken longer than it should.
Your feedback is important, and we’re reviewing this internally to ensure better support and clearer communication for our customers in the future.
This was passed over after your last trust Pilot review, and after receiving an update from your agent on the 17th March
Please be advised we are unable to speak with you direct and can only communicate through your travel agent.
We always remain committed to getting the best resolution.
Kindest Regards
Gold Medal Team
Give these a miss…
I’m travelling to Thailand in a few weeks with this company. I’ve found them unhelpful and lacking in knowledge. Additionally I am incredibly unhappy with the transfers they’ve provided - they’ve not been open and honest. I wouldn’t use them again and I wouldn’t recommend them!
7 mars 2026
Omdöme utan inbjudan
Svar från Gold Medal Travel Group
Carrie,
We are sorry to read this review and would welcome seeing your booking reference details and allowing us the opportunity to review.
We will go through your travel agent to discuss the booking details.
Kindest regards
Gold Medal Team
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