I am totally disappointed by the way my booking was handled by Travelup recently. I booked a return flight to Colombo from London where the eticket issued by travelup clearly stated that I am entitled to 40KG of carry-on luggage. When I arrived at Heathrow, the check-in agent informed me that according to the ticket that has been issued, I am only entitled to 30 KGs of luggage and stated that I was mislead and a fraudulent ticket has been issued to me. At this point I tried to call Travelup and I was on hold for over 30 minutes before somebody picked up. The person who picked up didn’t give me a straight answer and said I should pay for excess luggage and they can reimburse. By this point, I had already discarded of 10KGs of luggage and was already at the boarding gate. After reaching Colombo, I emailed Travelup twice, asking as to why they have mislead me by stating that I have 40KGs of luggage when I only had 30. They never even bothered to explain or apologise, let alone fixing the problem. Even when I returned, the entitlement was only 30KG. I would not recommend them to anybody as they were not there when things went sour !