We have been given this customer service number 01189707593 which they never answer. After back and forth email with their customer service team, they called us on Saturday at 10pm and when I asked why did not you answer any call during the weekdays between 9am and 5pm and why are you calling at this time of the night. Their response was that we are 24/7 company and can call you anytime. I was shocked to hear that response from a customer service advisor. Our experience was horrible and would never ever recommend others to use them. Here is the synopsis- our flight schedule was changed and Airline was offering a new schedule which is not convenient for us. We paid the special price to have a shorter transit, however when the schedule changed our transit time changed from 2hr30m to 11hrs25m. We will have an 8-month-old baby with us and requested Travelup to review this new schedule or even consider contacting the airline to arrange airport accommodation. In response Travelup agent said this is the only option for you otherwise you can request for cancellation which would cost £135/per person ( we are 4 travelers). In the end, we have to accept the long-haul transit. Even when we appected the new schedule, we had to send 4 emails for the new itinerary before the response it back. We made the mistake to use Travelup as our travel agent and would never every use them again for sure.