Clarity Business Travel Reviews 

We call this company “Calamity” at work. Sadly I don’t have any supplier responsibility but if I did, Calamity would be gone. Too expensive, no idea of train options from my local station, hotel choices are limited, no real intelligence on the choice of accommodation,

Clarity booked someone into my hotel, never paid despite numerous phone calls and assurances that this account would be settled. This never happened very scanmy company avoid at all costs

Wouldn’t recommend for your business!!

Train and flight tickets are always significantly more expensive (most recently had a ticket that was 3cx what it would cost me on Trainline) because they “buy straight from national rail”. You’ll also find it very difficult to the amend these tickets with some having no amendments at all

The site if also horrifically slow to use and sometimes just crashes (tried on multiple different networks)

Overall, this will just cost your company more money, make your employees aggravated and waste a lot of your time

Don’t buy!!!

Been getting my bookings wrong for the last year. Even if I ring on my way to hotel and ask them to check what’s booked I still end up with the wrong booking details.

Absolutely appauling products. The software is riddled with very severe bugs. Totally unacceptable in this day and age.

This system is absolutely terrible. It constantly has errors and often fails to complete even the simplest bookings, including basic train tickets and hotel reservations.

Even when a hotel booking goes through successfully, there are cases where the payment is not properly processed, forcing customers to pay for the room again upon arrival.

In short, I sincerely advise everyone not to use this service.

Probably the worst platform I've ever used. The interface is a disaster and everything is so much more expensive here. Avoid if possible

When I quit my job my first thought was at least I don't have to deal with claritygo anymore. The online service doesn't work, it's incredibly non-intuitive, I've been on hold on calls for over an hour, and the prices they charge are higher than self-booking

I don't even need to read the reviews to imagine what problems create this poor Clarity rating. For me, it's the lack of accountability and the continual poor customer service from teams that absolutely do not care what your problems are -even if you are on the other side of the world. To think that a University can use this system as its main booking option is mind-boggling. You go from agents responding to urgent queries telling you to "go via live chat instead" to calling the emergency number and not having anyone pick up. I've also had issues with an international flight to Singapore, where my name wasn't properly added by Clarity despite numerous emails, calls, etc. Once they changed it (3 days before, mind you), I had the anxiety of my ticket not being reissued and receiving an email to say that my ticket would be cancelled in 24 hours if the payment didn't go through. Upon talking on the phone with the team, I could hear them watching TV, shouting and laughing in the background, talking about their weekend plans, while I was holding back a panic attack.

This "company" is an absolute shambles, and I don't understand what shoddy agreement could ever entice anyone to partner up with Clarity; God help us all who use this team.

Awful company. Taken 2 days to book a trip to Europe. Mistakes made when trying to fix itinerary before we even got to booking. Connecting trains scheduled to depart before the first train arrives. No time allowed to travel across London to get connecting trains. Then the final booking exceeds authorised budget and is missing a ticket for one leg of the journey, which they only acknowledged after 2 emails and phone call. The delays resulted in increased costs, stress, and days wasted of my time.

My institution uses Clarity, and every single time I’ve had to make a booking with them, it’s been a headache. It takes longer than if I booked it myself, it’s often more expensive, and there’s usually a problem with their website. Customer service is decent, but I always end up in a lot of back-and-forth, and again, if I booked it myself, it would be quicker. On one flight, they chose the wrong luggage option, and there was no way to amend it. The attendant kept saying, “You have hold luggage,” while I kept explaining, “Yes, but I asked for cabin luggage to be purchased.” If you’re in charge of choosing which company your employees will use, avoid this like the plague—or better yet, let them buy their own tickets and refund them. It’s cheaper and quicker!

Working with Clarity Business Travel across the length of our hotel partnership agreements have been an incredibly positive experience. As independent hoteliers, we see real value in the Collection Proposition. From the outset, the collection team, Harriett, Shane and Joy, as well as the wider team have shown a genuine interest in understanding our hotels, our brand values, and the experiences we strive to create for our guests.

The collaboration has been professional, responsive, and refreshingly proactive. Clarity provide great MI and insight into the corporate travel and events market and they’ve already opened doors to valuable opportunities with their network of clients Their approach has positioned our hotels exactly where we need to be, in front of the right decision-makers in corporate accommodation and events and we’re confident this relationship will continue to deliver strong results for both sides.

The Clarity team are an absolute pleasure to work with - professional, collaborative, and always approachable. They consistently provide outstanding support and bring a genuine 'can do' culture, which helps foster strong, positive relationships.

Axiom Hospitality and Clarity enjoy a strong, collaborative relationship, built on the consistent support and professionalism of the Clarity team. Their staff are not only readily available but also exceptionally helpful and genuinely approachable, making every interaction both efficient and enjoyable.

Poor service and very slow response to any query.

I was sent this page by a competing company during our evaluation process, Its was down to 2 suppliers, said TMC and Clarity. The company who sent me this as a "warning" made some bold claims, but after discussing the claims with the Clarity team it turned out that they was false. I chose Clarity in the end as I do not believe this page to be legitimate and i do not like underhanded and deceiving tactics . My experience of Clarity has been great, the booking tool is easy to use, the staff are always on hand to help, and the new system has dramatically increased our online adoption. We were given the opportunity to connect with other customer to share feedback and everyone had glowing reports. Buyers beware of these negative reviews.

We had a disappointing experience with this travel service provider. We booked a flight through their online portal, which appeared to process successfully with no warnings or errors. Later, we were informed via email that the flight could not be issued because the airline was not actually supported by their system. This information was only shared after we followed up, and no prior notice or real-time alert was given during the booking.

The customer service experience made matters worse:

1. Several support agents on the online chat were unhelpful and more focused on ending the conversation than resolving the issue.

2. A phone agent provided conflicting and vague information, making it hard for us to explain the situation internally.

3. We were also told a team member had tried to call us, but none of our team received any calls—raising concerns about transparency and honesty.

To date, the platform has not offered a proper explanation of why unsupported airlines are bookable in the first place, nor has it committed to any meaningful improvements in their system or service delivery.

This experience reflects a lack of professionalism, transparency, and real-time system accuracy—something crucial for any corporate travel solution.

And please note, this doesn't happen only once, we're encountered similar situations multiple times but this company never take our feedback seriously.

***
While I appreciate your acknowledgment of the problem and the steps being taken, I would like to raise a few important concerns that need to be addressed more thoroughly to prevent future disruptions:
1. Timely Notification: In cases where a booking cannot be processed, it is essential that we are notified immediately. In this instance, there was no alert at the time of booking, and the notification came much later. This delay caused confusion and affected our travel planning. In the future, we expect timely communication regarding cancellations or unprocessable bookings.
2. Proactive and Professional Service: We rely on your platform to reflect real-time availability and restrictions. It is not acceptable that issues like this only surface after we reach out. The platform should be updated regularly, and your team should proactively monitor and address such problems.
3. Customer Support Experience: Regrettably, our experience with the online chat team has been extremely disappointing.
• Abdessalam was not helpful in resolving the issue and provided little to no support.
• Lucy seemed intent on closing the chat rather than assisting in identifying or addressing the problem.
• On the phone, Aimee repeatedly told me the flight was cancelled by the airline, but was unable to provide any concrete information or explanation—making it difficult for me to communicate this back to my line manager and the team. Please note, she promised during the phone call that she will provide an email to describe all the issues with this ticket and airline company, which I’m still waiting for. This will be used for my meeting with my line manager and procurement team to review Clarity’s performance, please could you ask your colleague to provide it as soon as possible.
4. Lack of Transparency Regarding Contact Attempts:
Additionally, could you please investigate when and which number Charlotte tried to contact yesterday? According to her email, a call was attempted, yet neither my colleague nor my line manager—who were both present in the office at the time—received any such call.
I’m beginning to question whether this attempt was genuinely made. Charlotte is reportedly off today, which seems oddly convenient—especially considering that during a previous issue involving an automatic cancellation, the individual from your team who sent the email was also conveniently unavailable when we reached out.
While I understand that not every situation can be resolved immediately, honesty and transparency with your clients is the minimum that should be expected. If a solid explanation cannot be provided, then clear and truthful communication becomes even more important.

I think this company are a joke. I am frustrated that my government organisation uses them. Their customer service is extremely hit and miss. I find that a lot of emails raising an issue are ignored. Often simple request over the phone can take up to a hour to solve. Their new ClarityGo system is not fit for purpose and the webpage for ClarityGo is poorly designed.

Nightmare experience. Booking travel with my university, they force you to use go2book which crashes almost every time, searching for flights takes several minutes, more often than not you get an error message after clicking "book". Then you are left with waiting for them to pick up the phone or for their dreaded webchat, since in their efforts to be maximally unhelpful they refuse to resolve queries made by email. I have implored our university to find a different travel agent, they are truly hopeless, and seem to have given up trying for a minimum level of customer service.

Utterly terrible company. Almost every time I book there is an issue - I have had tickets booked for wrong destination when booking over the phone (because the website is playing up) or on two occasions tickets not issued at all due to technical glitches (often resulting in having to pay inflated prices at a later date). Most recently I couldn't book a multi-leg ticket, hours of productive working time wasted on the phone. To change a flight we have to fill in an email form, and wait days for a response - hilarious throwback to the 1990s. Similar task on an airline website or modern travel company would take 5 minutes.