I have never felt the need to come and review a travel company before, but our experience with this company was appalling, and I wished we had known before using them. We booked our honeymoon tickets to America with them last year, and have just returned after a 4 week trip. We saved up and booked Upper Class tickets with Virgin as a real treat. Our flight out was fine, however when we came to check in at Las Vegas airport a couple of days ago we were informed that someone from Travel Up had applied for a refund on our tickets on 18th May - whilst we were on honeymoon. We obviously had not sanctioned this, we had no communication from Travel Up and there was no money refunded to my credit card. What made us even more suspicious was that my husband's ticket was refunded first at 9am UK time (1am in Las Vegas), and then 10 minutes later mine was refunded. We then spent a frantic hour trying to contact someone from Travel Up - all of the "emergency" numbers informed us they were closed and the number for the "duty manager" rang out. Eventually the Customer Services manager at Virgin found a random mobile number on the internet for "Ken" - who thankfully picked up. After a total of 3 hours of what should have been spent soaking up the last of our honeymoon in the lounge and within 10 minutes of check-in closing, Travel Up accepted culpability and Ken agreed to arrange for replacement tickets (for which we are grateful), however with no explanation of what had happened. It all just stinks of fraud, and the emergency contact protocols are not fit for purpose. We will never be using this company again, and have written to the CEO - awaiting his response - and will escalate to the ombudsman if needed.