Syra is very accomodating

Unfortunately lots of confusion regarding re booking as messages went to junk and an unused email address. Admin also provided inaccurate information which added to the confusion. Overall communication could have been better by being more responsive but eventually problems were ironed out and our request to move the holiday to later in the year, was dealt with quickly and efficiently by the agent.

Really helpful staff who’ve been through a lot this last year. Great value and exceptional customer services - thank you!

Citrus Holiday have still not refunded my holiday that was due to take place in March 2020 then cancelled due to Covid. I have constantly been in touch and promised refunds on given dates but these dates pass without any money being refunded, 13 months on I’m still waiting! Group holiday so I’m owed £7334!!

I spoken to Dav week ago and he told me I will get my e-ticket in half hour because the ticket receipt I got no airline booking number .i did get nothing.I have to phone air India. I feel I was messed about by you people.I don’t think If i will ever use this company again.

DO NOT USE THIS COMPANY. THEY ARE LIARS. I can’t imagine anyone has been waiting longer than me for a refund. I made the $1286 payment in January 2020. I canceled the trip in May 2020. They told me in October 2020, that I would receive my refund by January 2021. I am still waiting as of today, April 18, 2021. I bought the European vacation package on TRAVELZOO and have included them in my correspondence with CITRUS HOLIDAYS. TRAVELZOO is no better then Citrus Holidays in that they have not stood behind this vendor, but continue to tell me to be patient. DO NOT TRUST TRAVELZOO as they have not done anything to make me whole. They endorsed this company by selling their product on their website but have not refunded the money or offered me a credit to be used on their site. From CITRUS HOLIDAYS: April 8-"We believe you have been chasing for an update with regards to your outstanding refund. Please note that your booking is still in queue for processing. The delay is due to the high volumes of refunds being processed by accounts. As a result this is taking longer than we would have liked to resolve. Please be reassured that your refund would be made as soon as possible. We do apologize for the delay in resolving this for you". April 9-"We do understand your concerns and apologize for the delay. You mentioned in your reply that you were looking to book another holiday. What we could do is issue you a credit voucher, which you can redeem against your alternate booking with us. This would be a faster resolution as processing cash refund is taking much longer than expected. Do let us know if this is OK and we can have the voucher prepared and emailed to you." As in other reviews I've read, they just want you to send them more money. THIS IS A SCAM. I blame TRAVELZOO for representing a company that has a horrible customer service track record, and for not offering me a refund or credit after 1 year and 3 months of holding my money. Save your money and do not use TRAVELZOO or CITRUS HOLIDAYS.

Great value holidays that are slightly different to most operators offer. Really helpful agents, easy to pay. I have used Citrus holidays 4 times before and have always been really happy.

If I could give no stars I would. Do not use this company they are liars. We booked a Galapagos trip in Feb 20 for October 20. Paid the full amount. Clearly COVID arrived. We were promised a refund on their cancellation of the holiday a week before departure. They confirmed this in an email. After chasing the refund they informed it would be March 21 before we got it. We eventually agreed 31 jan and regularly kept in touch to ensure this was happening. They lied by saying it was being processed, “we can see your name on the list” “it’s in accounts now you should have it in a few days”. We never received it. We had to do a charge back with our credit card company. Appalling company avoid at all cost.

Ashley the gentleman who helped me with this flight was so helpful he had patients like a saint and all so got me a good deal

So my wife and I got married in 2019. Booked a lovely holiday for August, then COVID. We agreed to wait initially and even paid extra to reschedule our holiday. But November arrived and we had heard no update on our holiday. We then wished for a refund. We were met with resistance and foolishly I gave in and agreed to reschedule for a different holiday. We were asked to pay a difference of over 3 grand on top of the existing 5 grand we had already paid; unacceptable. They also wanted this money without confirmation of details of new holiday in the Maldives, no flight information, hotels anything, just give me the money and that was it. I then made clear that I wanted a refund and they agreed in December I believe and then stated we would be refunded the 31st March 2021. It's not here. They have said it's "In process" and "On the accounts" but quite frankly they are lying. Please read the other reviews here that are negative and make your decision about dealing with these crooks carefully. My father passed away in December, my Mother was in hospital and I am in process of getting a mortgage, this has been a high pressure time in my life and I would greatly appreciate the 5 grand that was promised to me. This company is quite simply dying and willing to shaft anyone in the process to stay alive after a battering from COVID. I would feel sympathy but the way in which my wife and I have been treated is beyond the pale. Small claims court is next if they cannot get this resolved. Do not in any circumstances deal with this crooked company in anyway shape or form, because if you have a problem they could not care less. You have been warned.

Citrus holidays cancelled our trip to India & Sri Lanka in September 2020. WE ARE STILL FIGHTING FOR OUR REFUND OF OVER £12,500. There customer service keeps telling us that the matter is in hand. Despite many many phone calls, we are still waiting. Keep away from CitrusHolidays.

Give this company a wide berth, their customer service is abysmal. We booked a holiday to India in January 2020 to take place in the November. We paid, what we thought was a deposit of £800, but when our credit card statement arrived we saw that Citrus had taken the full amount of £4200 without permission! It took us until May and the intervention of American Express to get the extra payment back. It was then due to be paid to them again as the balance in August and of course it was obvious by then that the holiday wouldn't happen owing to the pandemic. However Citrus insisted that we pay the balance or lose our deposit of £800. They assured us that we would be paid back in full if the holiday couldn't go ahead. A month before the holiday was due to take place there were no flights into India, it was impossible to get a visa and even if we got there we would have been forced to quarantine for 2 weeks there and another 2 weeks on our return to UK. However, according to Citrus if flights started again as far as they were concerned we still had to go or lose our money!! Prior to this we had made enquiries about changing the date to 2021and were told this would cost about another £500. In retrospect I'm glad this didn't happen as I wouldn't want to go as far as the end of the road with this company now! Of course they had to cancel us in the end and promised faithfully to pay us back in full by 31st January. Unsurprisingly this did not happen, emails were ignored and phone calls left unanswered. Finally we contacted American Express, who have been very helpful, and they have given us our money back in full -Citrus are still fighting it tooth and nail and trying to convince Amex that we had already been paid!!!!! Luckily we have proof of their lies. I know Corona has caused huge difficulties to holiday companies and I have sympathy, but the quality of a company shows when things go wrong, anyone can get good reviews when everything is plain sailing, I booked with Citrus because of their good reviews but their poor customer service and downright lies become obvious as soon as problems arise. Avoid them like the plague!

Always a great holiday transfers and accommodations excellent but customer service is very poor Badger you to pay but when you email or call they don’t answer or fob you off

No option for nil Paid in full 2019 for Italian break in 2020 cancelled due to COVID-19 many many promises for refund but still waiting DO NOT book with this company

My March 2020 trip to Europe was cancelled by the pandemic. Agreed to a penalty with Citrus in order to get some of my costs refunded. Was initially told I would receive my refund in a few weeks, it is coming, is in queue, but now if I am lucky I get a generic email response. The annoying part is that I know the airline refunded them my ticket o them back in Sept/20. Although I wouldn't suggest anyone book travel with Citrus if nobody books with them I will never see my refund. Just be aware of the risks....

As stated on other reviews our experience has been terrible. Had to pay the final balance even thought there was a travel ban and no issuing of visas. Promises of returning calls that never happened. Emails not answered. Eventually a man called me back to explain that the money for our trip to Srilanka and the Maldives was with a third party who they book the holidays with and we couldn't have our money back until some one else books the same holiday then we can have their money! I did point out that if people read the reviews then it was highly unlikely that they would be getting any new bookings. I contacted my credit card company and 5 days later had my money charge backed and returned. I would highly recommend this way if you payed by credit card.

STILL NO REFUND - BUYER BEWARE Update October 1 - 2021 Now MORE THAN 18 MONTHS since Citrus AGREED to refund $850 dollars from a Covid cancelled trip. Again, Citrus OFFERED the refund - they just HAVEN’T DELIVERED. Citrus no longer responds to my inquiries. I will continue to provide warnings to other consumers about them. Update - May 8 2021. Now MORE THAN A YEAR has passed since Citrus agreed to refund $850 dollars from a Covid canceled trip. No refund. Zero expectations. BUYER BEWARE. . Very disappointed with the refund response from this company. Covid let to a cancelled trip to Europe. Initially Citrus was very prompt in getting us a flight credit with KLM. We had a voucher in our hands in a month. As for the Citrus refund of $850? Still waiting 10 months later. We appreciate the turmoil Covid has caused Citrus and and other travel companies but this is getting ridiculous.

Booked & paid 1st instalment for India 13 months ago, 9 months ago held over a Ts & Cs barrel for 2nd payment - pay up or forfeit initial money - at a time when travel was banned, flights were not flying & India was not issuing visas! Despite my stating the obvious, that this holiday could not go ahead they insisted on payment. Thereafter no contact from Citrus until I contacted them 4 days before 'departure'. They had my money, no interest in me. Eventually promised a refund in 10 -12 weeks. Now 18 weeks since then , no contact whatsoever, not even an acknowledgement of my latest Email. They have had use of my money for over a year - for a lot longer than I have been waiting for a refund ! A possible solution could well be for all complaints to be collated & presented en masse to as many travel correspondents & media outlets as possible. I have no desire to put anyone out of a job right now but if that resulted, then at least it would facilitate insurance claims should Citrus fold; & it might save others being drawn into involuntarily lending thousands of pounds to this company who simply appear to have no regard for their clients. Their customer relations are appaling when needed most.

Our trip to Italy was cancelled last year due to Covid. As a result, we got a credit voucher for a year. And just recently, Mel was very helpful and patient in rebooking our trip this year. She took the time to find a local trip for us. Thank you Mel.

Citrus Holidays are good when all goes to plan but rubbish when it doesn't go to plan. Hence all these complaints about refunds. I am waiting for my refund and have been fobbed off by Solwyn on three occasions with promises of "fast tracking", "be patient for two more weeks" and I'll put you on the "priority list". All resulted in no payment. Citrus are owned by Benz Travel who also own many investment properties around the country. If you view Benz Travels accounts at Companies House you will see that over the last two years 21 of the properties have been re- mortgaged and these arrangements need to be financial serviced before we are refunded. So we could be in for a long wait. Would be much preferable if they went bust and we claim off atol. Also my second and final payment went into the account of The Wise Miser Ltd which my credit card company says is unhealthy. Watch this space!!!!!!!