Dreadful company - Just interested in money! My parents booked flights to visit my Brother for Christmas 2015 in Dubai. Unfortunately, my Mother was rushed to hospital with Leukaemia and is undergoing chemo and a bone marrow transplant. She did not have insurance as she was just about to purchase it before being taken in. During this awful time, I have been cancelling anything that she has booked - theatre tickets, train tickets, airport parking and although they have all been non refundable, every company has given a full refund which has been amazing. I contacted Travel Up and explained that they need every penny so my Father can be with her in hospital every day as its a 45 minute drive each way and the hospital parking is a lot and also explained the treatment she would go under and also how stressful and upset we all are. I got a standard reply from them saying and I quote NOT refundable - no mention of anything to do with my email or the situation we are in. I called Travel Up and they were very dismissive about the whole thing. Re-selling these flights at Christmas will not be an issue for Travel Up and I am sure they will sell them at triple the price.... I decided to call Pegasus as this was who they were flying with and they really wanted to help and give my parents a full refund, but said that because they had booked with a travel agent, the travel agent held the copyright to the flight and unfortunately there was nothing they could do. Pegasus even emailed me after speaking with them and told me to make sure Travel Up contacted their correct department. I forwarded this email onto Travel Up and got another email saying that even with medical notes, the flight was non refundable. I explained that these were exceptional circumstances, but they were having none of it. If Pegasus wanted to give us a full refund and I can say they have been very helpful and supportive. You can draw you own conclusions on the business ethics of Travel Up!