I booked a great value transatlantic trip earlier this year Travel Up which was sadly cancelled due to COVID 19 restrictions. Fleming Grayson from customer services helped process my refund and was able to answer my questions very promptly in the process. I believe he did his job as best he could however I was disappointed by the structures working behind Fleming which made my overall experience with Travel Up poor. I understand the company are very busy at this time but I had to contact them in the first instance to let them know that my flight was cancelled and ask about the cancellation procedure. This resulted in: a 5 week wait while the booking cancellation was ‘processed’; A 3 working day wait while the funds were ‘transferred’ into my account and finally; and a £50 admin charge to process my refund due to ‘COVID’. At each stage of this process I was asked to contact customer services to check how it was coming along - why does it take so long, cost so much and need reminders from the customer to process a refund?