I cannot leave 0 stars which is my true review of the customer service provided by TravelUp. Unfortunately my flight destination was changed by the airline thus leading me to cancel my flights (Icelandair were fantastic and apologetic about this). As my booking was through TravelUp I needed to request the refund from them. I was on hold to customer service for 1hr 36mins before I gave in as there was no answer ( 1st in the queue for 30min). I then called back (just to see what the wait time was) and got straight through to an ‘adviser’ who informed me the department I needed was closed. I emailed admin at this point, 2 weeks later I’m still awaiting a reply from them It took a further 5 days to get through to someone who was ‘able’ to help me. 5 days of long hold times, rude, unhelpful staff who either don’t know or don’t care about their work. I was able to be put through to the right department, who have emailed me I have finally had an email reply confirming my refund, 6 days after my confirmation email. I am now in a position where I must wait 8 weeks for a refund (12 weeks until my planned journey). TravelUp must receive their refund before they refund me I have to wait the 8 weeks before refund team to confirm account details for the refund I wont receive a full refund as TravelUp are keeping the booking fee and I am out of pocket the value of my flights until the refund goes through. All this time flight prices are increasing to rebook my flights I feel like the biggest looser