I am surprised Travelup are still in business. They are crooks and need to be stopped from fleecing customers. The only way is to complain to Reading Trading Standards and when there are enough complaints they can take action. It was a nightmare trying to get back the cost of our tickets after we discovered, purely by chance, that the flight we'd paid for had been cancelled by the airline many months before and Travelup hadn't informed us. After 10 weeks (!) we received a partial refund and they had no intention of paying the full amount. Don't be scared - take them to the Small Claims Court. We did - and although it took many months we got our money back eventually! Emails and phone calls get you nowhere, so don't be bullied into thinking you can't take action against them. Good luck!