Reed & Mackay Reviews 5

My company switched to R&M for all travel services this year and it's been one headache after another. They are downright belligerent, have no sense of customer service and do not respond.

Extremely Disappointing Experience with R&M – Avoid

We have been using R&M as our dedicated corporate travel agent for 14 months, and while there were initial teething issues with invoice errors, things briefly improved—until they didn’t. Here are the key reasons for our dissatisfaction:

Excessive Booking Fees with Unjustified Offline Charges

R&M claims that their high booking fees come with superior customer service, but this has not been our experience.
Their offline fees are unnecessary, as bookings could easily be made via their portal—if only it were functional.
Instead of acknowledging the portal's inefficiencies, they justify pushing offline bookings by promising competitive rates, which is simply not true.
Frequent Invoice Errors

The number of invoicing mistakes is unacceptable, consuming a huge amount of time for our travel bookers and accounts team.
We have had to repeatedly raise issues, request credit notes, and clarify discrepancies.
I even had to ask R&M to pause issuing invoices until these recurring problems were addressed, yet the situation remains unresolved.
Unjustified Fee Increases

Despite our agreed rates, R&M recently increased their fees without informing us.
My requests for justification have been ignored, raising serious concerns about their transparency and professionalism.
Inefficient and Cumbersome Booking Portal

The portal is far from user-friendly. If you’re in a hurry, expect delays due to its unintuitive design and slow performance.
Searching for trips often requires multiple manual adjustments, making the process frustrating and time-consuming.
Unhelpful Client Relationship Manager

Our designated Client Relationship Manager has been ineffective in addressing concerns.
Rather than responding to the issues we raise, he deflects and answers with irrelevant information.
Final Verdict: R&M is, without a doubt, the worst Travel Management Company (TMC) we have ever worked with. If you're looking for a reliable and professional TMC, I strongly advise looking elsewhere.

Usually I do not like to make bad reviews however this one is worth. We used to use Egencia in our company and by the calls of our CEO we have to switch to R&M.

Starting from the website and user experience - the page is just really hard to use. I am a person used to websites and different interfaces but this one is just not intuitive. For you to open a trip or to approve a trip is really hard and zero user friendly.

When we talk about approval processes and smooth of the process. I had a ticket bought to a guest and the approval process went smooth. We received an email confirming the itinerary and that the ticket was issued. 20 days after when I was checking just as a caution - the tickets were Cancelled. When I contacted the agency they said it was due to "No Approval" - which was not true.

OK, already pissed with the lack of transparency and lack of information (if I hadn't check I would be empty on the trip day) I had to call the agency, as the chat does not work. The agent was very receptive and kind, however she asked for a "new approval". This means that due to an agency "fault-pass" the user would have to go all the way through the process again. And I was crystal clear - ok by booking offline please book with the same details as the previous one that was already approved.

Guess what - they booked the flight but with no luggage.

So my advice for RM team is - guys you really need to reshape the way you work - the way your system works. Having an agency system is to make life easier and not harder.

Unless lots of things changes I do not recommend any client to use this provider.

Have had excellent experiences with this company in the past, but unfortunately they are not currently able to offer an acceptable level of service - perhaps due to workload or lack of staff.

Well well well, I'm surprised these guys aren't in Trust Pilot. They probably want the least visibility they can get, due to their shady activities and blackmailing practices with their clients.
They are straight up evil and incompetent.
Account managers will try to blackmail your company and you if you mention anything about them.
Please be aware and stay away from these dodgy people.