This is a terrible company - do not book through them! A lot went wrong with our booking but the main issue is that they didn't issue our tickets properly, and didn't tell us that our flight times had been changed. This left us in a situation where we were stuck without an actual ticket, with BA and American Airlines saying our travel agent (TravelUp) had to call them to issue the ticket properly otherwise we couldn't fly. This was out of hours so we called the emergency numbers for Mr Ken and Mr Sam. At this point we realised we'd booked with a dodgy company - we were calling someone's house and Mr Ken/Mr Sam just screamed at us that we were waking up his kids and he couldn't help us. After lots of screaming we had to give up and thankfully the airline managed to fix the issue, so we at least had a ticket, although we still had to finish our holiday half a day earlier than expected due to the flight change that we hadn't been told about. Extremely dodgy and god knows what would have happened if we'd had to buy new tickets and claim the money back from them.