Luxury Tours l Tailor-Made Holidays

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Luxury Tours l Tailor-Made Holidays

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Coxandkings.co.uk Review

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Last update: Wed, Mar 9, 2022 3:33 AM

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Coxandkings.co.uk Reviews & Complaints (16)

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delivery

price 3 /5

quality

customer service 3 /5

on-time

Following the cancellation of our holiday to Morocco due to Covid-19, we were
given a refund credit voucher as recommended by ABTA.However due to our
age and uncertainty about future travel arrangements, we requested a full cash refund instead of the voucher. Although it took some time and was paid in 2 instalments, we are pleased to report that we have now received a full cash refund.
Press reports suggest only Trailfinders and Kuoni are giving cash refunds but
it appears Cox and Kings are also offering this facility upon request.We are very grateful for their assistance in these difficult times.
4

3 years ago

review by John

#delivery(4/5) #price(4/5) #quality(4/5) #customer service(4/5) #on-time(4/5)

Our holiday to Uzbekistan leaving on March 27 was cancelled and we were promised a full refund. After numerous emails and phone calls, and being told it could take up to 60 days, we finally got our refund on 29 April.
2

3 years ago

review by UC

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Dear C&K,
Just back from our Assam Bhutan Odyssey.
Perfect trip full of amazing contrasts.Excellent drivers and guides made our trip a great success , minor glitches where delt with celerity and generous upgrades by your local rep (Mercury trvl).
The reputation of C&K UK still intact and most useful.
Many Thanks
5

3 years ago

review by Mr Goblet

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

15/3/2020 - update

Cox and Kings still refuse to acknowledge that there is a different booking system - premium zones and all day passes for Ranthambore bore.
I have no option but to try and resolve this via ABTA under Abercrombie and Kent as Cox and Kings ceased being ABTA members when they were taken over by A and K.

17/1/20
Our complaint has now been acknowledged by email.

Recently returned from a holiday to India with Cox and Kings. Most things were well organised apart from one part which really marred the holiday - Ranthambore

The accommodation we had requested was meant to be a maximum of 15 minutes from the National Park gate. The first morning we were collected at 6.30am in an open jeep to be driven for 2 hours in a temperature below 0 with the wind chill factor probably taking it to minus figures to go to zone 9 for our safari.
We were not made aware of this zoning system - premium zones and non-premium zones. Premium zones are a lot nearer to town, have more tigers and the landscape makes them easier to spot. Non-premium zones are a LOT further away, have less tigers and very hilly dense landscape making spotting them difficult. These zones are assigned by the government on the day so cannot be changed.

Whilst we appreciate spotting wildlife is not guaranteed, due to our non-premium booking, we had practically no chance of spotting the tigers which was one of our main reasons for going to India.

The local agent - Firoz mentioned that there were no premium zone bookings left when we booked. We were not informed of this system at the time of booking as there were 3 other options we could have gone with even if premium bookings had gone -

1. gone with a larger 20 seater+ vehicle which did not go to non-premium zones due to distance and terrain

2. paid for a full day pass which allowed you to go to other zones

3. altered the dates to get better access

Having paid so much money to see tigers we were left sorely disappointed when we caught a glimpse of one for 10 seconds in zone 7 (even this was not our allocated zone but driver managed to change from zone 8 as we had been to zone 8 the previous afternoon). We have no photos to remember the trip to Ranthambore at all. Everyone else would come back from their trips happy whilst we came back very cold and disappointed each time. With 3 trips our chances should have been very high.

From the 3 safaris we had, the zones we got were 9,8 and 8 leaving us very COLD after 3-4 hours of driving each way per trip to just get to and from the gate at 40km/hour in an open jeep. We all came down with colds which spoilt the next few days of the holiday as well.

This was all avoidable had someone just taken the time to discuss this with us and given us the options - that is why we used agents with local knowledge.

Cox and Kings have not even acknowledged our complaint so not sure what is going on with the company.

Please be WARY of booking with them as their complaints procedure is inadequate. We only discovered this as we had to complain.Our holiday to Africa in the summer through the same company had gone without a hitch so never had to try getting answers.
2

3 years ago

review by Ameta Patel

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

At the beginning of the year, we booked with Cox and Kings for a 12 day private tour to India.
Our experience of customer service from the London office was absolutely awful with emails having to be chased up and phone calls not returned. It was incredibly stressful and here's just a few examples:

*The internal airline went bust but we had no reassurance from them that our trip wouldn't be affected until I kept chasing this up

*Extra baggage allowance for the new internal flight was paid for just one of us and on the outbound sector only

*Our documents arrived with a covering letter inviting us to check in with BA.com - we were flying with Emirates!

*On arrival in Calcutta the hotel hadn’t been advised by Cox and Kings that dinner was included - luckily the guide from Mercury Travel sorted it out

Finally, a couple of weeks ago we received a feedback form and we highlighted these issues to them and yet no-one has been in touch to discuss the experience of poor customer service we've had.

The staff from Mercury travel in India were fantastic but you'll appreciate that Cox and Kings, having made so many mistakes in the UK, led us to being pretty worried about what might be awaiting us there. Hugely disappointing to be so worried for months instead of anticipating with excitement a longed for holiday.

***EDITED TO ADD AFTER THE COX & KINGS RESPONSE BELOW***
I have received no acknowledgement from Cox and Kings "three days later" or at any time.
2

3 years ago

review by Paloma

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Cox & Kings is one of my first 'go-to' tour operators when browsing the websites. I have travelled with them several times and never been disappointed with any aspect. Small group sizes, easy relaxed travelling without feeling herded. Space to take time out to relax or explore independently if desired. It ticks all my boxes...
5

3 years ago

review by Maureen Francis

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

Have been trying to get our money back for cancelled trip since 19 March. The law says 14 days so now well overdue. We have an email from 19 March saying refund could take up to 14 days. They are continually stalling and maki ng no attempt to communicate. Shocking service even taking into account preent circumstances
2

3 years ago

review by Barbara Gilloran

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Still awaiting £13,000 refund after 6 weeks following the cancelation of our trip. They have furlowed most of their staff but still cannot afford to pay refunds in a timely manner that they are obliged to pay under the contract. The practise of companies like this of using funds that customers pay for other things rather than for the holiday needs to change - they need to be required to set up trust accounts.

The reply posted below is erroneous - the delay is caused by lack of funds rather than a lack of staff (they are quick to reply to emails etc. to make excuses and put up barriers to providing the refunds). The suggestion that 'they are trying to recover funds for customers' is again misleading as the customers are entitled to the refunds irrespective of whether C&K make a recovery. They have said they will return some of the money only so far.

Still awaiting the balance as of 30/5/20.
1

3 years ago

review by David

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Cox and Kings have been very helpful in creating our tailor made extension to one of their tours. It was quite complicated and the agent, Nick, was most careful and attentive. He checked everything and thought through the logistics of what we needed and has come up with very good solutions. I had several detailed conversations with him before booking the holiday and there was no hard sell. While it isn't cheap I believe it is very good value. It's been vital to have the expertise of Cox & Kings and we are very much looking forward to the trip.
5

3 years ago

review by Jane Gerson

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

I have had a number of great trips with Cox and Kings including trips to India; Peru, Chile and Brazil and the Baltic States where they provided memorable experiences and delivered on our expectations. Very sad to hear of their acquisition by Abercrombie and Kent who by contrast are an awful company who do not deliver on what they say and are much more expensive. We went on a trip to Yellowstone with them where some of the experiences they booked had closed for the season. When challenged their MD and owner were indifferent - merely offering vouchers off a subsequent booking which of course I have never made. So my previous experience with Cox and Kings I would put at 5 star, Abercrombie and Kent 1 star hence the 3 star review because you have to expect the culture of the owner to spoil this company over time and so would avoid.
2

3 years ago

review by AlanR

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Just returned from a 17 day Grand Tour of South America. I know Cox and Kings have been going through troubled times with the financial issue with their parent company in India, and have just been acquired by Abercrombie and Kent in the UK.
I did have some concerns just before the trip that we might end up in a 'Thomas Cook' situation but despite all the turmoil that must have been going on within Cox and Kings, they delivered a fantastic holiday with top class accommodation, very efficient travel and transfer arrangements, superb guides and a bonus of a great fun group of fellow travelers.
The icing on the cake was the way they handled a sudden change in plans when La Paz in Bolivia became bad news in the eyes of the UK Foreign Office. Basically banning all but essential travel. Within hours (whilst we slept) they had arranged two new hotels, two new flights and a new all day tour. Absolutely brilliant.
Very pleased to see that Cox and Kings UK has survived and good luck for the future.
5

3 years ago

review by Richard

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

I had an awful experience with Vessela, I spend a lot of money on luxury travel and normally book with the likes of Kuoni and Scott Dunn, I went to the travel show last week and I noticed the Cox and Kings beautiful, eye catching stand, so I decided to find out more information. I asked Vessela a question and she completely ignored me. I was so shocked by how rude she was, After calling her 3 times she finally came over to me but gave me short yes and no answers in an abrupt manner!! Vessela made it very clear that she did not want to help me. This made me feel very embarrassed and unimportant. I would suggest Vessela have an updated customer service training course, as no potential customer should be made to feel upset and unimportant!
2

3 years ago

review by Donna

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

After travelling with the same Company for 20 years, we thought it was time to have a change and I am so pleased we made that Leap of Faith! We've already booked one holiday with C&K and we are just on the verge of booking our second holiday with them. The service provided from Sabastian Gittany has been impeccable, nothing has been too much trouble and the detail is second to none. Our second holiday is a C&K trip with a bolt on the end to 2 other destinations and Sebastian provided all the flight and hotel details and what is really nice, is receiving suggestions and ideas for consideration. We haven't travelled yet with C&K but they seem a very fair and committed Company and that is very important to us. Most important I felt at ease and not a pain for asking so many questions. Thank you Sabastian!
5

3 years ago

review by Suzie Miller

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

The best part of the tour was our own booking of the Great Eastern Hotel in Kolkata. Some of our correspondence with my notes.
I have tried not to reply to your attached letter and just put the matter to rest but on re reading your comments and looking at the photos of the Cochrane Place Hotel again there is no way you
should have sent any of your clients to stay there. It was in fact booked by Clubside.
We had been assured by Dana that all the hotels were SUPERIOR GRADE.
You made the mistake of relying on the local company Club Side, in fact our tour was a Club Side event.
Not hand picked by Cox and Kings. You also had not sent any client to Kurseong before.
Even in Darjeeling at the Elgin we were given probably the worst room in the hotel (no windows) we found on the day we booked out there were rooms with views over the valley and the Tenzing Norgay annex
which had recently opened.
Again at the totally overpriced Ging Tea Estate we had a rear room over looking the yard. Had a Cox and Kings representative stayed there ? We had a suite at the Great Eastern Hotel in Kolkata for the same cost !
Thank you for the 150 pound refund but this should not have been charged in the first place ! ( This was related to the daily charge for a car at the Ging Tea Estate when we already had a car and driver for the tour)
Having been marched in to meet the boss of Clubside I certainly wonder why you are dealing with this company. ( Clubside were demanding money as they had not been paid and were going to stop our tour)
Once again I attach the photos of our room at the Cochrane Place Hotel to remind Cox and Kings where they sent one of their clients to stay.
Also the video of the bathroom sent on our arrival to which Jimmy replied
"Thank you for the email with the attached video. I fully appreciate why you have sent this to us and upon your return to the UK, I would be grateful if you send me a report about your holiday and I will be happy to investigate the issues that you would like to bring to my attention “
We were expecting Cox and Kings or your local agent to contact the hotel and find an alternative room or accommodation as
per your Travel Notes item 26 Local Assistance “This will allow steps to be taken immediately to help you "
A full refund of our stay at the Cochrane Place Hotel would be appropriate.
I do appreciate that this whole event is not your usual practice but you should be still be held responsible as the tour was booked through Cox and Kings.
Latest reply
In terms of the cheque, as you may be aware from reports in the press, the brand and assets of Cox & Kings were bought by the Abercrombie & Kent group on 4th December. The previous company Cox & Kings Travel Ltd is now in administration. As past bookings and liabilities were not included in the scope of the sale, we are awaiting clarity from the buyers and ABTA with respect to the status of past bookings. I am afraid in the meantime I am precluded from making payments to any historic bookings prior to the purchase date.

Please rest assured I am working to update you without delay and hope to respond by the close of business tomorrow. Dated 18th Dec.

I am still awaiting for a further update.

George Stead
1

3 years ago

review by George Stead

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Just back from a 3 week tour of India,initially a private tour to Shimla and then joined 19 others for a 1 day golden triangle trip.
Sadly there were numerous minor glitches and irritations in the 12 months pre departure , and on arrival in Delhi we discovered that none of our hotels, train tickets, air tickets or tours had actually been paid for as C&K India had gone bust. We had serious difficulty getting assistance from the company in India (Mercury) to help to sort out the muddle in the first few days, and no assistance was forthcoming from attempted telephone contact and emails to C&K in London ;thus anxiety levels were sky high and the whole situation was very unsettling. We did in fact manage to complete most of the itinerary, and had some wonderful experiences, but the overlying anxiety and disappointments persisted for the whole 'holiday'.
To make matters worse, it has so far been impossible to actually speak to anyone at the London office about these matters, so our 'complaint will have to be by email; never the best way.
1

3 years ago

review by Anne

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

We found that this business has an active Facebook page with 9400 followers. From our experience this can indicate that the business is trustworthy and popular among people. We have discovered that this business has SSL (secure sockets layer), which means that this business handles your data, such as personal information or credit card details, with secure connection. We found that the domain for this business is older than two years which could be an indication that this is a trustworthy business with an established customer base and experience in their field. We found that this business has an Instagram page, where they communicate with their customers using images and videos. This is usually an indication that the business has some visual aspects that it wants to showcase.
5

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Coxandkings.co.uk Review

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