Had to cancel my flight due to being admitted to hospital the day before my flight and then losing my child. I called Travel Up and asked to cancel due to the circumstances and the man said it would be fine and to expect my call back later that day - which never came. Then they lied and said I never called. 5 Months later, I am still calling them trying to get a refund as promised, which is apparently still being processed. Frustrating as you can only speak to one agent for your booking in the entire company, as it's "locked" to their name, which is not great when they can't understand English properly..........