"Absolutely Disgraceful!"

It’s now been over a month since my review, and the reply to it by Travel with Mathew, I STILL HAVE NOT RECEIVED A PENNY! Our trip was cancelled on November 18th, was paid for in full by the September deadline, yet at the beginning of February, I have had nothing but emails trying to sell me another mini break, let alone a penny of the money I’m owed!……………………………………………original review……………………………Booked a tour for myself, my daughter and daughter in law, due to leave early on a Saturday morning, got a call late Thursday evening to say it had been cancelled! Almost 6 weeks later, I’m still waiting for my refund! Have had different emails from company first claiming refunds had been issued, then another saying it was in the process of being issued then another saying it will be another 28 days before I receive my refund! They’re quick enough to take your money, but not willing to give back!

"Mathews travel"

We were picked up in Aberdare by Mainline Coaches where we spent the next two and a half hours picking up other passengers to meet our bus at Magor Services in Newport, on arrival at Magor Services we were taken off the bus in the pouring rain to wait 40 minutes for our bus to take us on to Llandudno but when our bus came it was a Keepings bus not a Mathews bus but we finally left about 11-10am and spent the next 5 hours travelling to our hotel.When we arrived at the Grand Hotel Llandudno to our amazement the bus returned home leaving us stranded at the hotel, now our itinerary stated that on the following day (Xmas Eve) we were supposed to go to Snowdonia for the day but without the bus no trip but on Boxing Day our bus returned with a different driver who after a heated conversation with all the passengers he kindly took us too Chester for our shopping trip which was on the itinerary and then the following morning he kindly took us too Betws y Coed where we spent an hour before returning to Magor Services to get our feeder bus home but we again had to wait almost an hour for our and then spent 20 minutes listening to 3 drivers arguing over who they were taking or not taking to which the one passenger who went up by train because nobody picked him up had to get a lift back to the train station in Newport where he had to get a train back to Cardiff and we finally arrived back at our departure point at 7-15pm after a gruelling 5 days away and would I go again and the answer to that is NO NO NO NO NO NOT EVER and I advise everybody to go elsewhere as over a 100 of us who have just done it also said never again and I haven’t even mentioned the hotel but that’s a different review but avoid at all costs.

"Excellent service,on time and polite"

Excellent service,on time and polite

"Fab Christmas experience.. Service received was fab!!"

Went on the Polar Express trip on Saturday 18th December. Bus was on time at collection point. Trip was amazing… Louise the host and Lee the driver were fab. Keeping kids entertained with Xmas films, selection boxes, colouring, and chocolates & bingo for parents(and kids). Fab trip from start to finish. Thank you TWM, Merry Christmas All xx

"The Polar Express."

On Saturday 18th December, myself, two children, friend and her son went on the Polar Express day trip with TWM. The trip was fantastic and we were well looked after by both our driver and tour guide. We had a game of bingo on the way to the Polar Express and the bus was comfortable. Everything went smoothly and we have already booked our next trip in February. Thanks for another great trip TWM.

"Winter Wonderland, Hyde Park"

Booked a few months ago to go to Winter Wonderland, Hyde park. We went yesterday - 6.15am pick up in Neath by a mini bus (weren’t aware of the mini bus - thought coach would be collecting but not a problem) which then took us to Cardiff gate services to get the coach. Coach arrived around 20/25 mins after we got dropped off by bus. Got us there in no time. Driver of the bus gave us a little guided tour of London as we were passing! Said he would be at the collection point for 4.30, to return home at 5pm. Arrived back in Neath at 9.20pm due to a 20 min stop en route! All in all, great day! Don’t let the reviews put you off cos ours was great

FYI - If you book this hyde park bus trip & want to go ice skating etc - book the ticket for hyde park yourself. If you book with them I couldn’t add anything on myself as I needed an individual reference code.

"Booked a trip which got cancelled"

Booked a trip which got cancelled. Was contacted on 3rd November and asked would I like a refund. They told me the money would be with me in two weeks. Two weeks changed into a month and still hadn't seen my money. The company are a nightmare to get in touch with. I don't know what happened to my refund but it was then put on a list for processing just before 7th. Company emailed me on 8th saying my money will be with me within a few days. A few days? How long actually is a few. Its now been 10 days and I still haven't had it. If I don't get my money soon I'm taking legal action as they are holding on to my money. They were quick to take the money out of my bank but are very slow to give it back.

"False advertising"

False advertising, selling premium tickets with extras and giving standard, telling lies that they have been caught out in, then ignoring messages and meetings. Several complaints gone through from myself and others in regards to our premium ticket trip. Matthew claims the extras that were the premium ticket are being sent to us in the post and there was a mistake with the booking on the other end. Useless having the extras AFTER THE TRIP!
Been confirmed by the place we went that Matthew had not been in contact and only ever booked standard for all his customers. Customer service responses are extremely rude if you manage to get one. Avoid


In response to their reply below. I've had an ongoing chat with them which they either give you an excuse or don't respond so no, I will not be emailing or messaging anymore. I will be taking it further.

"Absolutely terrible company"

Absolutely terrible company, take your money then treat u like dirt, promise refund then ignore you , speak to you like dirt in the phone, then accuse you of being rude to them !!!!, Mathew will not speak to you he hides behind his staff , id avoid at all costs , liars and cheats u say pls email they are ignored , wasting peoples time and money , avoid this company, just check out the reviews , bad bad

"Avoid! They are thieves!"

Trip was cancelled a few days before we were due to go. Advised that refund would take 21 days. I advised I was not happy with that and wanted it within 7 days. 14 days later no communication from them and still no refund. Avoid this company.

Edit: Still no refund. No response to numerous emails. Told it was now up to 28 days for a refund. Considering legal action.


Second edit- still no refund six weeks later. Absolutely disgusting customer service. I am £200 out of pocket.

Third edit - still no refund. Patricia assures me I will get my refund. They are very busy with refund requests. It takes minutes to process a refund. I think it's more likely they don't have the refund money in the bank and have to wait for more gullible people to pay first. I am now going to take this to small claims court.