Where do I begin? To start, I booked a Finnair ticket through TravelUp rather than directly with the airline, as they advertised that it included two pieces of hand luggage. However, upon checking with the airline, I discovered that the fare was 'Superlight,' meaning it only included a personal item. When I raised this issue with TravelUp, they continued to insist that two pieces of hand luggage were included. The communication was utterly pointless. Later on, the airline cancelled my ticket at the last minute and offered a full refund. Although the refund was promptly paid to TravelUp, I had to send numerous emails to them as they repeatedly delayed sending me the refund, citing absurd reasons such as requiring declarations from my bank to prove the card was mine. Eventually, when the refund was finally issued, I discovered that TravelUp had charged me 50% of the ticket price as an admin fee for the involuntary change initiated by the airline. When I queried this charge, they claimed it was stated in the terms and conditions. I find it completely unreasonable to charge customers 50% of the ticket price when it was the airline that cancelled the ticket. I could understand paying a nominal admin fee, but charging 50% of the ticket price for changes that were beyond my control is utterly ridiculous. This company is a complete joke and should be avoided at all costs!