“Shocking Customer Service – Rude Staff and False Information
Our experience with TravelUp has been extremely disappointing. Not only were we provided with completely incorrect information about our booking, but when we called to resolve the issue, the customer service was absolutely appalling.
One of the agents literally yelled at us over the phone, and even went so far as to say, “So do you want the company to pay the difference from their own pocket?” — an outrageous and unprofessional remark. Instead of offering help or taking responsibility, they were dismissive and rude throughout the call.
To make matters worse, the supervisor we were transferred to was just as rude and unhelpful. We expected some level of professionalism and accountability, but unfortunately, we received none.
I would strongly advise others to stay away from TravelUp. They clearly have no understanding of customer service or how to treat people with respect.
Customer agent: Yasser Ali & Rasool
Supervisor: Mark Vincent”
“I got into difficulty when I was in dubai and had to return home early. I requested a change in my flight date. TravelUp charged me £318 to change my flight which was almost as much as I paid for the flight in the first place. When they sent me the invoice it stated £25.14 for flights and £292.56 for tax. If it only cost £25 for the change of flight how on earth is the tax £292???????? I feel like TravelUp have scammed me out of alot of money rather than help me in a time of need. I would not use TravelUp again and would not recommend anyone else does either.
UPDATE:
I spoke to emirates who confirmed they have a change fee of £75 + the difference in flight cost which was £25. Therefore it appears TravelUp charged me about £218 to change my flight. This is beyond excessive.”
“I had a frustrating and unfair experience with TravelUp regarding a flight date change.
🔹 On 20th March, TravelUp quoted £369 for a flight change when the ticket price was showing £838 on their website. The breakdown was:
£245 fare difference
£49 tax difference
£75 TravelUp admin fee
🔹 Later, I was told that after removing the admin fee, the total should be £319, which I paid.
🔹 Now, the same flight is available for just £791 (which is cheaper than before), yet TravelUp is suddenly demanding an additional £129 to rebook. This makes no sense! Why should I pay more when the ticket price has dropped?
🔹 My original ticket was £611, and I even paid £50 for a “flexible ticket”, which is a complete scam because they are making it nearly impossible to change my flight without overcharging me.
🔹 The payment link TravelUp sent for £319 showed only £44.68 as the actual fare, with the rest labeled as “taxes,” which feels like hidden charges.
🔹 After all this, now they are only offering me a Saturday flight, which is significantly cheaper than my original flight! I am still waiting for my updated ticket, and at this point, I am unsure if I will even receive it.
Instead of honoring their original quote, TravelUp keeps moving the goalposts, refusing to provide the Friday flight unless I pay more. This is nothing but exploiting customers and using their situation to extract more money.
I have screenshots of all emails, pricing inconsistencies, and misleading charges, and I will be raising a formal complaint. If you value transparency and fair pricing, AVOID TravelUp at all costs.
Unethical, misleading, and customer-unfriendly!”
“I got a good deal to travel to India compared to other travel agents. Kyle had given me a quote which was still valid the next day in spite of price changes. I got my flight confirmed the same day within 2 hours and my e ticket the next day from the airline. Thanks Kyle!
San.G”
“The agent I spoke to (Kyle Roberts) was really helpful, providing advice on what the best connecting flight option would be for my long-haul journey, and patiently explaining the process step-by-step, allowing me time to check over all the specifics of my complex trip. He was on the phone with me throughout, for over half an hour, pausing while I was reviewing the details without putting pressure for me to finalise the reservation.
The price I found on the TravelUp website was one of the most competitive out of those I saw on fare comparison websites, and the whole process very straightforward thanks to his excellent customer service.
I received the ticket in way less than the 24h standard turnaround, as I completed the reservation with him in the evening, and the flight tickets were with me the following day in the morning, which was really great.
I recommend this website with no hesitation.”
“Have had really good service with travel up as my return flight was cancelled. Rang Nauman and he got it all sorted after a couple off days great service guys”
“I booked a round-trip flight from London to Côte d'Ivoire via Casablanca through TravelUp. Due to unforeseen circumstances, I couldn’t make my initial outbound flight, so I immediately booked another one to catch up with the rest of my trip. However, upon arrival at the airport for my connecting flight to Abidjan, I was blindsided by the shocking news that TravelUp had completely cancelled my entire itinerary—without so much as a notification, let alone the option of a refund or rebooking.
When I reached out for support, TravelUp was utterly unsympathetic, unhelpful, and dismissive. Their justification? Buried on the seventeenth page of their fine-print terms and conditions, they apparently had the right to cancel my entire booking without informing me. This is an appalling business practice, prioritizing profit over customer service and transparency.
As a result, I had to scramble to book new flights from scratch—at exorbitant last-minute prices—while dealing with immense stress, which ultimately ruined my vacation. On top of the financial loss, I became severely ill due to the chaos, making the whole ordeal even worse.
TravelUp offered zero assistance, zero compensation, and zero regard for their customers. I wouldn’t recommend this company to my worst enemy. If you value reliability, clear communication, and even a basic level of customer service, stay far away from TravelUp.
DO NOT book with them unless you want to risk losing your money, your trip, and your sanity.”
“The airline cancelled my flight 2 weeks before departure. This part was not TravelUp's fault, but the way they handled it couldn't possibly have been any worse.
Firstly, TravelUp did not notify me about the cancelled flight. Fortunately, I noticed it for myself when checking the airline's website. When I contacted TravelUp, the customer service was abysmal. They repeatedly failed to send me information that they had promised, and took days to respond to every email.
The only alternative flight they offered was completely unsuitable (it would have involved a 26 hour layover). There were plenty of more suitable flights available online (including with the same airlines), but TravelUp refused to book me onto any of them.
Because they couldn't book me onto a reasonable alternative flight, I asked for a refund. It took them exactly 5 weeks to issue the refund. They charged me a £50 "cash handling fee" and a £30 "booking fee", meaning they have stolen £80 from me and provided nothing in return. This is in addition to the approximately 8 hours that I have wasted trying to resolve this.
I am currently in the process of reclaiming the £80 through the courts, but this has been such a massive waste of time that I urge everybody to just book directly with the airline.”
“fake got the money no flight details given helpline is fraudulent they let you wait for hours and don't even speak be very careful before you buy total scam”
“Avoid the hassle!
I knew it was silly buying from a travel agency in the 21st century. They are an ineffective middle man who will make things far more complicated than they ever have to be.
Purchasing through their system caused a number of issues and by the time I checked out the flight had changed without it being made clear during the purchase process. Immediately after purchase I tried to manage my booking but they don't allow you to manage your flight online. I emailed them to change the flight got a reply later in the day saying that I had an hour to respond in order to change without fees. As I don't check my email that often I missed the boat and now they want to charge £400 for the change 25% of the ticket price.
Avoid the hassle buy directly from the airlines.”
“I booked a flight with travel up and was disappointed to find that luggage was not included for the return flight. I tried to add luggage, but I couldn't get in touch with anyone when I called. I finally spoke to someone on the phone, but they didn't call me back as promised. I tried calling again the next day, but no one answered.
I hope this review helps other people avoid similar problems”
“After booking flights with Travel Up, they changed the flight timings which are now no use. They charge a £50 fee for a refund of monies even when the contract is breached by them. Stay away. Fraudulent business.”
“Similar to other reviews I've read, TravelUp wat to charge the extortionate price of £459 to change my flight date due to an emergency at home. Looking on the airline website, a new ticket from them on the chosen travel date would be £338, so how can the charge to change be more than this?? I know that TravelUp will respond that thay are following the airline policy and this is standard due to airline change ticket charge of £200 plus taxes and fees (how the taxes and fees are almost as much as a new flight is still a mystery to me) but this still doesn't add up to me. And the lack of empathy or slight willingness to help is astonishing. I would definitely never use this agent again and will book all future flight only trips direct with the carrier as there is no benefit at all using an agent it seems.”
“Avoid Travel Up – No Refund After Airline Cancellation for 3 Months!
I booked a flight with Travel Up in October 2024. On the same day, I discovered through the Turkish Airlines website that the flight had been cancelled due to operational issues. Travel Up never informed me of this cancellation.
I contacted Travel Up within 24 hours of booking to notify them and requested a full refund. I was assured in writing that the refund would be processed within 8 to 10 working days.
It has now been almost 3 months, and I am still waiting. Despite multiple follow-ups, Travel Up continues to stall, mislead, and avoid issuing my refund. They know exactly how to drag things out – even when dealing with credit card companies like AMEX. **AMEX cannot protect you from Travel Up!** Don’t fool yourself!!!!
This company’s practices feel like a scam. Even with clear confirmation of the cancellation from the airline, they refuse to take responsibility. I followed every step correctly, but Travel Up has done everything possible to block my refund.
I strongly advise against booking with Travel Up. Your money is not safe, and they will find any excuse to delay and avoid refunding you. They do not follow European regulations and will waste your time until you give up chasing your own money.
**STAY AWAY!! YOU ARE NOT PROTECTED!!**”
“Unfortunately I had the worst experience with Travelup. They charged me £316 (in addition to my original ticket fee of £350 -one way) for what they claimed to be “reissuance” of my PNR number which is wrong, there is no such a thing as “activating your PNR number”. They also sent me an email confirming that they added extra luggage to my booking. When I called up the actual airlines, the airlines confirmed that my booking had ”no” extra luggage and I had to pay again. The actual charge with the airlines was £49.60 whereas Travelup charged me £316 - absolute scammers and a rip off! Anna Davis and everyone I spoke to over the phone, all calls were recorded, everything will be documented, stay toned!
As a result, I will be reporting them and open a case with the Ombudsman services so they stop scamming people.”
“I booked a flight with travel up in October got a email saying I had to reconfirm flight with airline. So last night as it was less than 72 hours to flight. I called airline to reconfirm flight was told that travel up had not confirm flight and my flight was on standby because off that they couldn’t promise seats. Airline told me that I could confirm flight but there was a fee off £340. I paid as I didn’t want to take the change that they be no seats for me. I have since look at reviews and is not first time confirmed flights and hotel hadn’t been confirmed.I called travel up they were rude and wouldn’t listen will not be recommending travel up to anyone didn’t care that I was out off pocket for £340”
“otal scam!
I had an horrendous experience with Travel Up. My flight London-Glasgow has been cancelled yesterday and I called them for a refund.
They asked for my bank details over the phone, to proceed to a manual refund. I was not comfortable giving it in the first place but the lady said it is the only way to have a refund. Once I gave it, i received a text, asking me to approve a £653 transaction! I was still on the phone with the person and got so upset. I obviously did not confirm the text and called my bank Barclays straight away. While we were blocking my card out of security, I received a notification from Barclays saying a £900 paiement cannot be proceed (due to not enough funds), meaning they tried again to steal money! This 2 attempts in less than 10 min.
I also received a few fake Barclays texts/
Calls coming from them (Barclays confirmed they never sent it).
This was a very stressful and traumatic experience.”
“I’ve booked a flight with them but unfortunately I had to make some changes. The changes are being made 2 months before the flight. They quoted me the fee for any flight changes not including additional cost. Their terms and conditions indicate that any flight amendment would entail some costs which I’m happy to pay. However, when I put forward the changes, they tell me there’s no seats available. I asked them it doesn’t make sense because when I checked the flights that I wanted to take instead, there are seats available. The customer officer then said by that I can just buy new tickets if I want to, but will not get any refund in line with their policy. Really? They T&C indicates you can make some changes and in this instance, there are flights available for the ones I was wanting to change. It’s still 2 months before the affected flights and apparently they can’t change them. But I can buy new tickets from them for the nee flights! Absurd. Similar to others’ experience, customer service needs improvement. There was no sense of empathy from the other line and she sounded irritated amidst the respectful approach I took. If you have other option to book, perhaps look elsewhere or be mindful of this experience.”
