Absolutely terrible company and customer service, please stay away and not book. i had booked my wife and daughters ticket with them and unfortunately we had to travel before the actual travel date in the event of emergency (my father passed away in an accident). therefore i had to cancel the original booking and they told me it will take 8 to 12 week, waited that long and airline had fully refunded after taking the evidences however TravelUp charged me about 30% of admin fees which is ridiculous. i had my ticked booked with travel trolley on the same flight and they have refunded me full 100% amount. you can spot the difference between 2 companies. Absolute crap company, even airline had fully refunded in the event of death or emergency but this 30% of ticket price which is loads of money. STAY AWAY!