House of Travel - Hornby

They helped me allllll the way from Nz while I was in the states. This means they could only communicate with me via email and were still so patient and were able to explain everything to me so well over just messages! I also only had 3 days for them to figure everything out since I had no idea the Nz borders would be open to me so suddenly! They made sure I had seats with my wife on all of my flights despite our bookings being so far apart! They were able to help me schedule two different covid testing as well, on the fly, while I was traveling through LA. I don’t think it could had gone smoother than it had. Thank you very much from this new Kiwi!

Lovely lady but never got back to me on travel insurance that i wanted to cancel

Having multiple flight cancellations, delays and baggage issues transiting through various airports, I found it very easy to call H.O.T. Hornby to sort out all my travel issues whilst trying to get back home to New Zealand recently.Chris and the team were able to quickly provide various date & time options for re-booking sectors and took care of all the travel arrangements, temporary accommodation in different countries and transfers to/from airports.H.O.T. kept me up-to-date with multiple telephone calls doublechecking that their options were suitable and manageable, then following up with e-mail confirmations, hotel vouchers etc. as proof of purchase prior to arriving at airport check-in and hotel reception desks.Prior to Covid-19 travel disruptions I rarely dealt with Travel Agents nor took out Travel Insurance, instead preferring to deal directly with Airline's and their App's, relying on legislation to provide alternative travel arrangements should anything go wrong. Now, however, having taken H.O.T.'s advice and since witnessing firsthand the shear amount of de-manning across the airline industry with little or no personnel available to re-book or assist at airports, that one telephone call to H.O.T. is very reassuring and takes the stress out of re-booking and getting to your destination. I will be using H.O.T. Hornby from now on..

Liz went thd extra mile to help

Hornby Office - Was planning on booking family holiday for 5 people and we just got ignored for half an hour. Agents didn't even have decency to say hello when we walked in or let us know that we would be waiting for a while. Won't be recommending or coming back.

Fantastic help from staff

Chris was just lovely to work with. He was friendly, professional and went above and beyond. I walked in with a fairly vague this is the list of places I want to see in Europe and this is the time I have to see them in" and he was right onto it with ideas and suggestions. All communication was prompt and clear. Chris was also very patient and professional when I kept going back with little changes here and there to my itinerary. Thank you for the absolutely amazing

7 Oct 2022 UpdatedTell it the way it was Paula.Actually I was surprised that you felt the need to write such a large response, to my 1 star review on Google, so thought I would respond to that, after you chose to post my personal information, that I have now added more to.2.5 days later when we arrived at our destination, after Air NZ cancelled our flight at the time we were about to board, there was no transfer booked for us from the airport to the Resort. We waited an hour for a van to finally arrive, to take 8 of us to the resort.No rooms were booked for us, on arrival at the resort for the new date either. They found 3 double rooms, but no family room. We waited another hour for the hotel to get the 4 rooms sorted and our rooms were on the fence line of the Hilton Hotel, quite a distance away from the pool, restaurants etc.We had requested with you, that all rooms be on the ground floor, so the younger grandchildren could play on the grass outside of the rooms, but we ended up on the second and third floors and not close to each other.This was your responsibility to see that the airport transfer and accommodation was organised for our arrival, especially since I had paid you $44,223, to get us to our destination and advised your staff member of the cancellation, while still at the airport, to contact the transfer people and resort with the new date of arrival.We had a tiring, stressful 2.5 days away from home before getting there and lost a third of our 9 night holiday time.As I said to you by phone, after returning home...have some empathy for what we went through.At no time did I say you were responsible for the flight cancellation, that started our expensive, stressful, holiday nightmare.5 Oct 2022I think the 1 star says it all, for my experience with Hornby House Of Travel.

Need to up date your times of opening, I was not the only person to come and find it was closed.. You would think what travel agents have been going through with covid they would have been glad of any business

Shout out to HOT Hornby, especially Paula. Thanks so much for getting my girl home, even though her flights were canceled 3 times, and while she was having a panic attack you just rebooked and sorted it all out. But a huge thank you for getting my US son in law here with 3 days notice. Problem free travel is an absolute pleasure. The point of great travel consultants is they take on board the stress, so we can travel stress free. Highly recommended.