Travelex (North Terminal)

Comment 1 comment on this review

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  Owner's comment

  TravelexUK, 6 March 2013:

  We would like to speak to you directly regarding this, therefore please can you email us your contact details to helpdesk.onlinetravelmoney@travelex.com. Thank you.

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Comment 2 comments on this review

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  Owner's comment

  TravelexUK, 30 October 2012:

  We were extremely disappointed to hear about your recent visit to one of our Gatwick stores and we would like to offer our sincere apologies that the service you received did not meet your expectations. We have identified the Sales Consultant who served you and further action has been taken to ensure that the service you experienced is never repeated.

  Travelex have very strong values in customer service and it is clear that you have not received the highest level of service that we would expect all of our customers to receive during their visit. I can assure you that Travelex takes all customer complaints very seriously, and in your case, the service you received was not a reflection of our usual high standards.

  We would like to thank you for your feedback, which is immensely valuable to us and if you would like to discuss your experience further, then please do not hesitate to contact Lorraine in our customer service team on 08458 72 76 27, selecting option 3.

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  Michi_boo, 3 December 2012:

  claimed my VAT refund last week via Heathrow and what a different customer experience it was!! fantastic staff willing to help out and with manners above all. I am sure that my experience in October does not reflect on your other branches in other airports and like i said above Heathrow’s VAT refund service was fantastic. In the same way i critisised my experience with Travelex in Gatwick in October, i can only compliment my Heathrow experience in November. Thankyou so much for taking the time to reply to my previous comment.

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Comment 2 comments on this review

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  robertdg, 7 June 2012:

  My wife travelled through Gatwick North on Tuesday and tried to withdraw money from the cash machine next to the Travelex exchange. She repeatedly requested a few hundred pounds and was instructed by the machine to withdraw her card – without the machine dispensing any money. After 5 or 6 attempts, she gave up, only for me to be told later by her bank that our account has been debited with £2200. She didn’t receive any money and now I need to get the banks to agree that the machine was either faulty or out of cash. No doubt the CCTV cameras will actually prove that between 14.00 and 14.10 on Tuesday, she didn’t receive the money. I was wondering if anyone else had the same epxerience around the same time? Thanks, R.

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  johnsmith123456, 3 August 2012:

  In this instance, as your bank has verified the withdrawal on the machine yet no cash was dispensed, contact Travelex head office. Each ATM is balanced on a daily basis and once this information has been assertained, Travelex and your bank will sort all issues out. Each transaction, failed or otherwise, is logged on an ATM so this can all be verified for you.

  If anything like this re-occurs, ask at the nearest Travelex shop for an ATM dispute form. This would then be held on file should there be an issue in the future.

  I should also add that the ATM will be exactly the same cost for Euros as the counter would be. The exchange rate is the same (albeit the ATM will round to less digits). It will however save time if there is a queue.

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Comment 1 comment on this review

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  johnsmith123456, 3 August 2012:

  If you refund using the postal system this is with the VAT companies-Global, Premier etc and not with Travelex. This system takes around 5 weeks but you can chase it up directly with them.

  With Global refunds, you can choose a card refund at the Travelex counter which is then issued to your card within 5 working days.

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Comment 1 comment on this review

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  johnsmith123456, 3 August 2012:

  Store telephone numbers are not given out to customers. A shop within an airport can get very busy so a head office number is used and calls are filtered down accordingly. This ensures that at (for example) 8am on a Saturday morning when there are 2000 people flying every hour that the staff are able to serve everyone promptly on the tills and passengers can enjoy their holiday/business trip that little bit more.

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  flaxvert, 8 June 2011:

  Although if you have plastic that doesn't charge you to withdraw from abroad then you will ALWAYS get a a better deal by withdrawing cash from an ATM abroad. Also with Travelex ALWAYS pre-order the currency or you will pay the worst rate. You can pre-order upto 4 hours before you arrive at the airport.

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