Recently my husband and I had an experience with TravelUp that requires me to express my displeasure publicly. We became pregnant unexpectedly which required us to cancel (or postpone for many months) a trip from the UK to New Zealand under orders from my doctor (the trip would be far too close to the due date for travel to be safe medically). We informed TravelUp about the cancellation three months in advance. The cancellation fee even with a medical certificate was £175 per person. A bit extreme, but we figured you get what you pay for. Even though we called the airline themselves and they said they would charge us nothing (but since we booked through TU we must go via them). However… Despite multiple emails on the subject making it quite clear that we could not travel, them requesting a medical certificate, us providing it, etc. and TravelUp asking for future travel dates (which we told them we could not yet give them), eventually including emailing a week before the trip asking for outright confirmation that there was nothing left for us to do (an email they did not respond to, unlike previous ones) they day of our cancelled ticket came and went. Almost immediately after that day we were told the fee was now £350 per person as we failed to travel! What the hell? Obviously we failed to travel - our tickets were cancelled (or certainly should have been). We are considering legal action, just to prove a point. Short version: They should pay you to buy tickets from them. Stay away from these creeps - they are running a scam. Shame on them. If they refund our money we will amend this post with that fact - certainly not holding our breath, however. We have enough on our plate and didn’t need TravelUp to add to our stress levels.