My partner and I booked tickets to visit Ethiopia, for a proper adventure. We were very excited and booked our tickets without issue. We were due to fly out in mid-November and mid-October the FCO changed travel advice not to travel unless absolutely necessary due to riots and violence throughout the country. We contacted Travel Up who refused to deal with us on the phone and sent us a generic e-mail offering £30 back on each ticket. After checking with consumer advice we saw that in these cases travel companies should offer a refund or safe alternative. Despite several efforts Travel Up consistently avoided speaking with us, they hung up on both my partner and I and started conversations with, 'you have already been explained that...' which is incredibly frustrating when the advice given was a clear copy and paste from the website. I spoke with our airline direct who confirmed we were entitled to a full refund, and when confronted with this Travel Up still maintained their policy that they were only going to give us back the tax after taking their fees. There is no customer service in this company whatsoever, the managers (Gary Smith) will hang up on you when challenged and sully any holiday you plan with them. I'm sure that if you book flights through them and there's no issue with the flights there won't be a problem, but don't expect any form of customer service or support from this company. If you are going to book with them make sure you have excellent travel insurance because you might need it. We are having to go through our insurance, and they are refusing to send us any of their policies in a suitable format - again they keep copying stuff from their website. Worst.Comany,Ever