“AVOID THIS AGENT. They have an awful customer service. My flight was cancelled but haven’t received a single email or a reply to mine from them. Everyday, when I call, it’s the same number of people in the queue(50+). I will escalate this.”
“I booked my flight through TravelUp and initially everything seemed fine. Shortly after, I was told my outbound flight had changed. I contacted them for reassurance after receiving an email stating I could cancel for a refund or request an e-ticket.
During my call, I made it very clear that I did not want to cancel and that my flight should remain as booked. I also followed this up with an email confirming the same.
Two days later, I discovered — only after contacting Emirates directly — that my flight had been cancelled without my authorisation. TravelUp have not confirmed the cancellation to me, nor have they issued a refund or voucher. They are currently holding my money without providing the service.
I have tried repeatedly to contact them, spending hours in queues. I’ve gone from position 2 to 22 to 42, only to be cut off and unable to get through at all.
This has been an extremely frustrating experience with poor communication and lack of accountability. I would strongly advise others to be cautious when booking through TravelUp.”
“Absolutely shocking experience with TravelUp.
Our flights were changed in such a way that the connection became completely impossible — our incoming flight lands hours after the connecting flight to London has already departed. This is not a minor change, this is a broken itinerary.
Instead of fixing the situation properly, we were pushed towards paying extra for alternative flights, even though under UK passenger rights we are entitled to a suitable re-routing at no additional cost when the airline changes the schedule.
Customer service has been extremely frustrating — no real solutions, no responsibility taken, just pressure and delays.
We are now taking this further and will be pursuing this formally. This is not something we are going to accept.
This is the first and last time we ever book through TravelUp. I strongly advise others to think twice before using this company — if anything goes wrong, you may be left completely on your own.”
“I’m very disappointed with their service. Today I waited 1 hour and 27 minutes in the Queue then suddenly the call dropped and at that time I was still at number 7 in the Queue. Despite charging admin fees, their customer support is extremely poor. Calls involve long waiting times, with over 50 people always in the queue, and no one answers—even on their emergency line. This isn’t due to any recent events in the middle east the situation was the same even before the war.
Their “Flexi Cancel” option feels misleading. Even if you request a refund within the allowed period, they still deduct around £70 in admin fees.
I also tried contacting them by email, but responses take 3–4 days. If you encounter an issue at the airport during check-in, you should be prepared to handle it on your own, as they are unlikely to answer calls in an emergency”
“After dealing with ineffective support elsewhere, robinsonevelyn was the first team to truly understand my situation. Their clear communication, professionalism, and commitment led to real results and turned a stressful experience into a smooth, reassuring one. This wasn’t just assistance—it was a genuine lifeline when I needed it most.”
“Im very disappointed with the agency , I need to change return ticket filled up form but not answer ,impossible to contact them ,cant make calls. Literally I stuck in don't know what to do ...I bought flexible ticket that allows to change flight but cant contact them”
“Please, please do whatever you can to avoid this company. Made a booking online for a particular date in April. Confirmation came back for a completely different date in March. No problem, we’ll just contact Travel Up and sort it out. Several emails later and I honestly still don't believe they understand the problem let alone the solution. All you get from them is “so sad, too bad move along and stop bothering us”. They fail to acknowledge the problem in the slightest and their only resort is “its your fault you picked the wrong date”. If this were the case I wouldn’t have a problem but I selected a particular date in April to attend a wedding. The date they gave me was some random Monday in March and it’s obviously a systemic issue that they refuse to acknowledge. Please, please do yourself a favour and use one of the alternatives like Booking.com. Im kicking myself that I didn’t.”
“Do not use this company! Booked flights and due to war in Iran have tried to contact them to refund as per airline policy. Phonelines aren't working and they don't respond to emails. Have managed to get refund from credit card charge back. Utter scam of a company. Avoid at all costs”
“Very frustrating experience with TravelUp. I booked my flight in October 2025, and it was cancelled on 10th March, just two weeks before departure. While I understand that cancellations can happen, there should at least be proper acknowledgement and communication from TravelUp regarding the same.
The airline confirmed that the full refund had been processed, but there has been no communication at all from TravelUp. I have tried contacting them multiple times via calls and emails, but received no response, no acknowledgement of the cancellation, and no update on my refund status.
This level of poor customer service and lack of accountability is unacceptable. Based on this experience, I would not recommend TravelUp to anyone.”
“I have booked a ticket with this travel agent with Qatar Airways due to Qatar closure airspace they cancelled my ticket nd they refunded the ticket to travel agent but the travel agent not contacted me yet regarding the refund I tried more then 100 times to contact them but their phone number not working I sent them 50 emails no response as wil really unacceptable behaviour”
“Worst company ever - trying to change my dates for my flight due to war breaking out and nobody is responding. Was on hold for nearly 5 hours every dat for the last week and nobody is responding. My flight has been cancelled and I have been given no option. Been trying to call the whole of yesterday and seems like my number is blocked, if you have any slightest sense of morals respond.”
“I am extremely disappointed with the customer service from this travel agency. Despite Qatar Airlines offering full refunds due to the conflict escalation in the Middle East for any flights booked, multiple phone calls and emails have gone unanswered or ended in disconnected calls. The lack of response and disregard for customers is frustrating and unacceptable. I urge the agency to address refund requests promptly and improve their communications. Until then, I cannot recommend their services.
Many others on social media are reporting the same lack of communication and poor service.”
“Bought and paid for my tickets, 72 hours later no tickets issued. Have tried to call all lines not going through. No responses to emails. Reference number provided is not recognized by Kenya Airlines. 77ZPBC. No update of what's happening. Very disappointed”
“Very disappointed with the service. I booked a Business Class ticket with Turkish Airlines through TravelUp and now need to amend my return flight. When I contacted the airline, they told me they cannot make any changes because the ticket was purchased through a third party and advised me to contact TravelUp.
I have tried numerous times to reach them. I stayed on the phone for over an hour but couldn’t get through to anyone. I also sent two emails to the addresses listed on their app and website but received no response. To make matters worse, their contact number now doesn’t even seem to work.
Please be careful and avoid booking flights through TravelUp unless you are absolutely certain your travel plans won’t change. Due to the recent situation in the Middle East, I urgently need to change my flight, but there has been absolutely no support from this agent.”
“I always like to search in Travelup for my flight but I didn't know why I am blocked. Please review my profile and unblock me, so I can search for my next flight”
“In November 2025 I had flights to the USA which were cancelled due to USA government Shutdown. The airline immediately credited the total cost of the flights via the travel agent, but TRAVELUP only refunded the fees after I got my credit card company to help (over 8 weeks later). They sent me several emails stating 'the credit will be processed in 3-5 working days', but after the time elapsed another email would come saying the same thing. They kept £75 in fees. DO NOT USE THIS COMPANY. Its not worth the risk if the flights get cancelled. They were also very rude, telling me that the more emails I send to complain the longer it would take to process the refund.”
