The customer service of TravelUp is simply atrocious. Be prepared to wait an extraordinary amount of time (over 3 months in our case) to get any type of service. They do not provide you with any updates and rely on you to call them back and "nag" them until they get the job done. Once you get through to someone, they become your case worker of sorts and basically no-one else can help you in their team (or is willing to), so you have to work with that person schedule. They are cheap for a reason and that reason is the little to no existent customer service with some operators lacking any training (being rude to you on the phone and making it out that it is your fault for not chasing your case worker up for updates!). I would never use them again, the cheaper price is not worth the sheer amount of time wasted (probably over 30 calls) trying to get anything done with these guys.