“BA cancelled a flight but Travelup still said the flight was confirmed, causing huge inconvenience. BA advised me but said I had to make changes through Travelup as I had booked the ticket though them, which is normal practice. Upon contacting Travelup they advised the flight was still confirmed, and any changes would incur a fee. Eventually I had to get a car from Heathrow to Manchester, and even during my car journey they were still saying my flight was confirmed. Eventually they acknowledged it had been cancelled but they are unwilling to reimburse me for my out of pocket expenses. Bad news as it was their system inaccuracies that created the problem.”
“PLEASE DO NOT BOOK WITH THIS COMPANY!!!!!!!!!!
I booked on 16/01 in the evening my return flight tkts LHR/BEIJING/LHR for October 2018
I made a mistake, I booked the flight back to London one day early than I was supposed to do.
I called immediately to amend it but the offices were closed, I then sent an email with all the details and the new flight I‘d like to book.
They wrote me the day after saying that the tkts were not amendable.
They say that the amend should be done immediately during their working hours.
I really think they shouldn’t allow you to book if you cannot amend the booking (being their offices closed at 10.00pm)
If you do any mistake as I did what are you supposed to do?
They are really shocking, I sent them several emails asking to be called back from their Manager Mr Gary Smith but till now he has not returned my calls.
They do not have a clue how to treat their customers.
I booked a huge number of flights in my life an never had such a bad experience, even low cost companies like Ryanair or EasyJet allow you to make amendment within 24 hrs from the booking.
But I won’t give up
I will appeal to the claims court, no matter how much it will cost me, but it’s a matter of principle.”
“absolutely disgusting customer service, spent 2 hours on the phone trying to get any sense out of them. they do not care about their customers, very rude on the phone and screaming at us when we had an issue. Was told to get some kind of "authorisation code" from our bank which after the speaking with the bank do not ever do. Please do not book with this company they are really dreadful and do not have a clue how to treat their customers. After booking 100s of flights elsewhere this is the first time we have had a problem. We are now cancelling our flight with travelup and booking elsewhere. Hopefully we have dodged a bullet, having problems so early on. Never again!”
“BOOKED A FLIGHT AND MADE AN ERROR - CALLED THEM WITHIN HOURS AND WAS ADVISED OF A £75.00 FEE FOR CANCELLING THE BOOKING. GIVEN THIS WAS LESS THAN 3 HOURS FROM BOOKING I FOUND THIS PRACTICE TO BE AN ABUSE OF CUSTOMERS. BUT OF COURSE THEY HAVE IT IN THEIR TERMS AND CONDITIONS- APPARENTLY NO RIGHT TO CANCEL WITHOUT THE 75 FEE.”
“Michelle Customer Services Travel up - My flights were disrupted due to bad weather. Getting hold of the right people was difficult and resulted in an expensive phone bill at the end of the month. However, once you got in touch with the right people they were helpful and willing to go the extra mile to solve the problem. In my case, Michelle and Gary were particularly helpful. They went out of their way in order to contact the airline and ensure that I received my refund. However, it must be noted that it was often difficult to get hold of them due to how the call centre is structured, with me often having to wait on hold for more than 30 minutes. If it is combined with the numerous calls performed this becomes a tedious and expensive!”
“Flight details were changed twice, which isn't the issue - but the communication via email was confusing and not clear as it stands I have no idea on what is happening on my return flight. I also phoned the call center about a different issue and was on hold for over ten minutes but the call wait time kept telling me I had 2 min 40 seconds to go...over and over and over... the issues so far would make me hesitant to book with Travel Up again”
“The customer service of TravelUp is simply atrocious. Be prepared to wait an extraordinary amount of time (over 3 months in our case) to get any type of service. They do not provide you with any updates and rely on you to call them back and "nag" them until they get the job done. Once you get through to someone, they become your case worker of sorts and basically no-one else can help you in their team (or is willing to), so you have to work with that person schedule. They are cheap for a reason and that reason is the little to no existent customer service with some operators lacking any training (being rude to you on the phone and making it out that it is your fault for not chasing your case worker up for updates!). I would never use them again, the cheaper price is not worth the sheer amount of time wasted (probably over 30 calls) trying to get anything done with these guys.”
“I booked a ticket around 7 am today (08/01/2018) , till now i haven't received anything, i phoned at 11am and spoke to a man who promised to email ticket within hours , i regret, it's my first time having a problem like this, i used to get my ticket emailed to me within minutes, my cousin sister lost her son, now she needs to go to South Africa as soon as possible but this company is playing hide and seek (booking reference number TU1121017).”
“The worst company I have ever met. I had to cancel the booking as it was one price during the booking then the final price increased almost 5 times. It happened on 12 December.I sent several emails and called. Finally I got answer that they will do a full refund. Then again I sent several emails with request to inform when they do a refund. Up to now they did not return me my money and did not reply to any of my emails as f 19 December.”
“I was unable to book online at the cheaper price of £2085 as it kept coming up with an error, after trying a few times I called in to make the booking but the agent quoted me £2298 which I felt was unfare. The agent then told me it was higher due to the lack off seats due to the high demand, this made me pressurised in making the purchase.
I felt that the online price should have been honoured as it was no fault of mine the travel up website was poor.
Having checked with emirates I have been told that there was no shortage on the flight in question.”
“We asked to change our flight out to Atlanta by 3 days, due to unforeseen family circumstances. Virgin said they would charge £50 per person, but we would have to go through the person we booked with - Travelup.
IT TOOK 5 PHONE CALLS AND 3 EMAILS TO GET A RESPONSE FROM Travelup. THEY REPLIED A WEEK LATER. They wanted to charge us £374 PER PERSON, which was more than the flight out in the first place.
Disgusting after sales service from Travel up. Will DEFINITELY NOT USE THEM AGAIN and will definitely not recommend them to anyone else.”
“Buyer Beware!!!!! Would give ZERO stars if I could!! Advertised free cancellation which was done well in advance of deadline and company won't issue a refund. I paid a deposit and was told deposits are non-refundable and they only give full refunds if you pay the full amount, which is absurd. When I first booked the hotel I received an email that my reservation had failed and could get a full refund. That email was followed by a "We made a mistake" and your reservation is confirmed. Very unprofessional and a total scam!”
“Flight times were changed when Delta's schedule changed. We were unhappy with new times and requested to fly one day later at much better times. Seemed to be getting nowhere with this until Dimple Edwin sorted it all out. Many thanks Dimple.”
“Very poor service, i contacted them several times via email with no response about a booking issue. I was never responded to. Yet when they contacted me they want me to rate them just because they contacted me. Very poor service and will never book with Travel up. Neither will I recommend anyone booking with them.”
