BEWARE LIARS AND COWBOYS as one of the customers pointed out!!! I wish to retract the FIVE STARS and good customer review that I gave Travelup(I would call them traveldown) yesterday. Originally I had booked a flight to travel to Seychelles for 24/2 to visit a critically ill 98yr old lady all things went smoothly until the lady died yesterday and I had to change my flight. The Sales agent who I must say at the time was nice looked for alternatives for me and only came up with Ethiopian Air to travel on sat, tomorrow 10/2. She sent me an itinerary to my email and asked me to confirm before 5.15 because she was finishing work at 5.30pm which I did. In turn she wrote back to me to say that they will now cancel the previous flight that was booked and book me a seat with the alternative Ethiopian airline that was leaving tomorrow. I called after 5.30 to check if Jasmine was there I was told she had left. The guy who spoke to me confirmed that they had sorted it out and that I would get the eticket in the morning. Morning arrived and by 10.00am I started feeling unease about the whole thing. I thought it was strange that Jasmine had not contacted me and no eticket sent. I proceeded to call them. After waiting for what felt like a long time for Jasmine to pick up her call she answered. I thought her voice was a bit subdued. She told me that only “errors” kept coming up to give her an hour to sort out the problem. I told her I am attending a funeral on Monday and I need to know. “I am doing my best” she said but was eager to get off the phone. An hour came and went. Two hours came and went. Finally at 12.30pm I called back and asked to speak to Jasmine. I waited a while and David came back and said that Jasmine was busy on the phone can he help. I said, I am dealing with Jasmine but if you think you can help please help. Straight away he knew who I was was aggressive and defensive. Talked over me. When I said if you knew this morning that you had a problem why didn’t you contact me and gave me an option to go elsewhere, he said they didn’t contact me because they had no options. I said you did have an option. He was not having it. He said that I was on a waiting list. I said last night no one mentioned that I was being put on a waiting list. I said both times I had to call, you knew I had to travel tomorrow to attend the funeral. They had no compassion. No apologies given. He said read the terms and conditions. We are giving you a full refund. I asked for his Manager he said the manager was not at his desk and he would ask him to call me. Eventually I got an email from Jasmine who said that they were in the process of doing a full refund. I wrote back and said pls confirm back via email that the full refund had been done. No reply. Eventually, I called back and Jasmine picked up. I asked if the full refund had been done she said yes but I then asked to speak to the Manager she put me through. He was rude and had no concern to the fact that they now have my money and I can’t go ahead and book another flight elsewhere to attend the funeral. It was an emergency and unexpected. No moral conscience whatsoever. I gave him so constructive criticism but instead of taking it in he was defensive. When asked if my refund had been done he said that I don’t give them orders what to do that it was in the process. I said i’d Just been told that it been done, he wouldn’t confirm and said that when he heard from accounts an email will be sent. I was not going to put a bad review originally but I mentioned that I could do but he’s attitude was go ahead and do it we don’t care! Therefore, please if you want excellent customer service make sure to stay with reputatable companies. I will now miss the funeral. Instead of Travelup it’s down down down. Despite the let down I would have been a happier customer if they had called me first thing this morning to tell me there was a problem instead of me calling them. Customers are always right.