I booked some tickets to Canada through TravelUp. At first there was no issue, but then I received an email that indicated there was a problem with my flights (a missed connection), however they listed flights I did not book. Thinking this was a simple mistake, I called TravelUp asking for clarification. They were very unhelpful, and told me to respond by email. So I replied by email, and the response was the same original, confusing email sent to me. No answer to my inquiry as to whether there was a problem or not. I called the customer service line again, which had me on hold for an hour and 45 minutes, saying I'm the 1st caller, then the 9th, the back to the 1st and that the wait time is 1 minute an 30 seconds (for an hour and 45 minutes) After all that, a customer service staff told me to simply email a 2nd customer service address. Trying to move things along, I emailed this second customer service address, detailing my experience so far and informing them that I'm both confuse and frustrated that I can't get answers. Finally, I get a response via email that says my flight "is making miss connection due to Flight cancellation." The flight options offered were problematic as they tacked on several extra hours of travel. I raised the issue via email, and on the phone with TravelUp (twice), had to contact the airline to sort it out. Finally I accepted one of the flights (via email as instructed), while letting them know that I was extremely dissapointed with the service. Bear in mind I've been trying to resolve this situation for 10 days and I booked the tickets nearly a month before. Despite the fact that I had done all that, I still had to chase them 3 days later for confirmation of my choice. As if this wasn't enough, four days ago they informed me of another flight change that without letting me know the difference between that and my (new) original flights. Still waiting for resolution on that, and some kind of recognition of how poor and experience this has been.