“I was due to fly to Japan via Shanghai in 2 weeks, and China Eastern cancelled the flight. I only found this out because by chance I was looking 2 days ago at whether the price of my flight had went down a lot because of the coronavirus, and I couldn't find it at all. So I looked more and find out it had been cancelled.
Travelup didn't contact to inform me at all.
I then called them up and asked what was happening and they said oh you should send an email.
So they just don't bother informing customers when their bookings have been cancelled???
And then finally they got back to me to say I am entitled to a refund, BUT IT'S GOING TO TAKE 2 MONTHS TO RECEIVE IT?!
What an absolute joke, there is absolutely no excuse for taking 2 months to give me a refund, and no excuse for not informing customers when flights are cancelled
Avoid like the plague”
“The company downgraded my ticket and refused to change- taking no ownership over whats happened. Managers refusing to help telling me I didn't book that ticket, telling me that they didn't change my flght even though I have the booking confirmation. They never ring back as promised, employees hangs up the phone because they do not want to take ownership of the issue. I think the company is a complete scam to be honest and they staff needs some serious training and how to give better customer service to their customers.
WORST COMPANY! - TOTAL SCAM.. will not book with them again!”
“I received an e-mail that there were some changes made on my itineracy, so I had to confirm with Travel Up for them to send me the new e-tickets. Sofia Smith from the customer service was the one who helped me with this, and she was very prompt at replying back with my issue.”
“I was in contact with Fleming Greyson of the Sxhedule Change Department following a flight cancellation and re-scheduling and his support was super quick and super efficient. Well done!”
“Gary Smith and Fleming Greyson have been v helpful on separate occasions.
Haven't flown yet so still tbc on that front. Have had a few ups and downs with this booking to say the least. Customer service in terms of speaking with staff has been positive on the whole, but general experience hasn't been the best.
Had a mishap with booking the wrong return date originally (thought this was 100% my mistake however on reading other reviews I'm wondering whether this is a more common occurrence...). Despite noticing immediately and wanting to change these flights and transfer the money paid onto the correct ones plus pay any excess, I was told I had to incur a cost to cancel even though I was planning on rebooking instantly through TravelUp. I was v upset by the amount I was being charged and the rush I was in to authorise (about 15mins allowed), but I then spoke to someone called Gary the following day who was very helpful, rang me very quickly and did all he could to help reduce the charge a bit. Very much appreciated.
Both of the flights I carefully selected at the time of booking have since been changed. Time change for one is not ideal but the other works out ok for us, the principal frustrated me though. Customer service today discussing this has been nice enough and shown efforts to try and help. Have spoken to Fleming Greyson via email and he has been very helpful.
Appreciate that not all of the above has been within travelup's control or responsibility.
The only thing holding this back from an extra star is the lack of further compensation for the hassle of all of these changes, especially in light of the lack of flexibility with changing my flights at the start of the process.
My issues today have been satisfactorily resolved though and I am content with the level and speed of response from Fleming.
Thank you to both Fleming and Gary!”
“Unfortunately our flights were cancelled and rescheduled at no fault of travelup. I recieved a swift reply to my request for a refund and am in the process of receiving one now. I am very satisfied with the outcome. The agent dealing with my request was prompt and polite.”
“So put all my details into sky-scanner for a flight to the USA and travel-up came up the cheapest. So where every penny counts i proceeded through with the booking, low and behold when the confirmation email came through the return date didn't match my original search. I phoned with in 15 mins due to being on hold and spoke to a very rude man by the name MIKE PARKER (not sure if it was his real name as he was reluctant to give me it) Was told it will be £75 to change it plus costs before 6pm, if its after 6pm it will be £150 plus costs bearing in mind this was 5.45pm and im trying to correct a mistake not made be me. Basically they have me by the balls here if i want to change it, and nothing i can do about it. Their customer service was horrendous on my occasion and would definitely not recommend this company for flight bookings. I can see now why they were cheap. ARGHHHH”
“Absolutely horrible experience. Wrong phone number on the booking form and when i did get through after a long wait i was told to e mail.
Car reservation was made but i go no detail back on which car company the booking was with
i called again and the agent hung up the phone on me.
Terrible. I will never use them again. Very rude and poor product.”
“Good customer service when ba cancelled my connecting flight one phone call to Fleming Grayson from customer services he sorted it out within 15 minutes”
