“I asked to change of my booking date and have an email reply from them that they will shortly answer to my require but they didn't answer me back quickly and said the date has passed so can't change it any more. It was return ticket so the returning ticket still remained to be changed. They didn't do the work and ignored my requests overtime I made. I asked complaints department contact detail but no answer back came. I tried to phone them with the phone number they showed on the website but it never worked. I had to fly away £695 in the air without travelling. I got the ticket through the web search. It is really disappointing that such this unreliable company do their business with other best companies.”
“The 3 stars is for Rhys who took ownership of my flight change and followed up to ensure it’s done.
However Travelup lost two stars because I had to first inform them about the flight change, then follow up with them three times before I was put in touch with Rhys to resolve my issue.”
“AVOID.
They quoted £900 for a date change on medical grounds when the BA charge was ZERO. I will NEVER use them or recommend them.
If the change is for a return journey, BA suggests make the change at the time of check-in.”
“DO NOT USE THIS COMPANY!!! They are scammers! Book a ticket through them and they misspell names on tickets which can't be changed! They make every excuse under the sun! Their words 'Your only option if you'd still like to take the flight is to purchase a new ticket!' BA and all associated with them should stop doing business with them!”
“Streamlined website, easy to use and understand. Nonetheless had an error in my reservation that Jake remedied quickly and easily. Customer service was great -- simple, transparent and very responsive. Will do future bookings with TravelUp!”
“Neil Customer Services Travel up
Excellent communication regarding a change of flight times - thank you Neil. Experience of Travelup so far during the booking process has very good.”
“I would definitely book with Travelup- their prices are very good and they keep you up to date with any flight changes and if they can will give you the option to change if the new flight time doesn't suit- I have used travelup before and would recommend”
“Neil Customer Services Travel up, is excellent,as we got flights shudle change in Dubai with long wait, I don't want take that chnage up kids, email to CSA, Neil deal it with and sort out another flight within 24 hours without any extra cost. I'm very happy with his service. 5 star Neil....”
“Joke company!!!
DO NOT USE THEM!
They purposefully miss spell names on tickets to hold people to ransom in the know that people flying within a week HAVE to purchase ANOTHER ticket through them!!”
“Neil advised me of,and sent through a revised e-ticket confirmation as the airline had changed its schedule, and was very helpful in doing so.
Austin claimed it would cost over £5000 to make a change to a different flight, which was ridiculous as five new flights would only have cost £1020.........mmmmmmmm”
“I called to book a 2nd ticket for my wife on American airlines, [ I had already booked 1 ticket for myself in January for £445] the customer representative told me it was £743 while on the TripAdvisor website the flight came up as £514 !”
“On Saturday I tried to book return flights from Heathrow to New York. My first attempt ended with the flight no longer being available and directed me to select another flight. My second choice produced the same result. I went back through the selection process only to find that this time there was an error with the website! Frustrating, to say the least. Anyway, I decided to close the page and reload it and went back through the same selection process. This time I managed to get through to the payment section, input my card details and clicked on the Pay Now button only to be told that there was a problem with the booking and my card had not been charged. I had had enough by then so rang instead. The man on the phone took all my details and finally came up with a booking from Heathrow to JFK and back again but the cheapest he could offer was £499 compared to the web price of £442. I decided to go back and try my luck again on your website. Two attempts later I was still getting flights have changed messages so I decided to book from Gatwick instead. This went through! Finally! I paid and waited for the confirmation email only to notice that I had booked to fly out of Gatwick to JFK then return from JFK to Heathrow! I did not notice this when I confirmed this booking so I rang straight away in the hope that I could change it as obviously we wish to return to the same airport where we'll be parking our car! However, your policy states that cancelling or changing, even after just fifteen minutes from booking would result in a fee of £75 per person - £300 for 4 of us! I am keeping the booking and taking the shuttle bus from our return airport to Gatwick at a cost of £52 but I am not happy. As the website had messed up so many times I really don't see why I shouldn't be able to change my flights because I am not entirely convinced it was my mistake. I am usually very diligent about such things, especially as I was spending over £1700 and cannot think how I would have missed this! I have never experienced so many issues when trying to book such a simple thing as flights.If I had my time again then I certainly would not use Travel Up's website and book with British Airways direct. The whole thing has taken the shine off of booking our main family holiday and has left me feeling incredibly stressed. I would normally then vote with my wallet take my business elsewhere but to do so now would cost me dearly so I'm left with no choice.”
“I booked through Travelup a few times and little things have gone wrong (e.g. meal preference not going through to airline), but I kept booking due to price differences.
Due to my last experience I'll NEVER book through them again and STRONGLY advise others NOT to do so either. It cost an extra £165, and almost 2 hours on the phone to correct their mistakes.
Here's what happened for those interested.
Reason 1) The TECHNICAL ISSUES, which could've been forgiven:
- My partner booked a return for us
- The first card we used resulted in an 'error' page, with a link to 'try payment again'
- We had to complete ALL our details over again (although linked to the same flights) and tried again with the same card. The same thing happened
- We filled our details in for the third time with a different card (still on the same flights), which worked. We checked flight details and our own details every time we completed it again. However, when we checked our booking after payment, we found our flights were still on the same dates, but at different times
2) The HORRENDOUS customer service - what really ticked us off:
- CALL COST & TIME: I called Travelup to let them know what had happened and ask the flights to be corrected. I was put on hold a very long time, and with almost every question I asked I was put on hold again. This resulted in a 30-minute long phone call, on an extortionately expensive phoneline (0871 250 2510). In total, the day's calls cost over £15 and almost 2 hours on the phone (had to call back several times)
- LACK OF COOPERATION AND MANNERS: I was informed by the person, who spoke bad English, that we had to pay for THEIR technical glitch - a £75 admin fee to change the flights. It was this or paying £75 EACH to cancel the flights. I reluctantly agreed after trying to discuss other options, but being rudely interrupted or put on hold every time, until I agreed (this call took a whopping 30 min due to being put on hold).
- LACK OF STAFF KNOWLEDGE: I was told I could pay and change the flights over the phone. I was then told that no, I had to first send an email to Travelup confirming details of the flight corrections, so I did. I was then told that no, they would need to email ME with a payment link. They sent it to my partner's email, but he could not access his email as coincidentally had just left on another long-haul flight. When I asked them to send it to my email or accept payment over the phone, they refused (even though I was a named passenger). When I told them my partner could only check it later, they told me that if we did not make the payment before 23:30 UK time we would need to pay extra charges. Fortunately my partner was landing before that time so I let him know to make the payment
- INCONSISTENCY BETWEEN STAFF: When my partner checked his email, he noticed the 'new flights' they had booked and were charging us for were in fact the same (i.e. wrong) ones we were already on!!! Thankfully he noticed this before paying to 'change' the flights, and he called Travelup to tell them they had AGAIN booked us on the wrong flights. He was then told that they were too busy at that time and would call him back 'soon'. They didn't call back within two hours, when my partner had to go into a meeting, so he asked me to call. I called again, and the person I spoke to this time told me they were now charging us £75 EACH to change the flights!! I again agreed, and at least this person agreed to send the email to me rather than my partner this time around (inconsistent procedure).
- NOT FOLLOWING UP ON PROMISES: The person promised the confirmation email would be sent within one hour. It never arrived, so I had to call (again) to ask the email to be resent. I now finally have it, almost 12 hours after booking the original flights.
Travelup's unacceptable mistakes cost me £150+£15 calling costs, almost two hours on the phone, and a lot of stress. Probably don't have my vegetarian meal as usual either. Never again.”
“Flights changed, which is not their fault, but they refused to speak on phone, would only correspond by email, promised call backs which never happened, just made the whole process difficult and stressful”
“Rearranged flights following schedule change by airline, which meant a different connection was needed. Help fulfil clarification of change when phoned to query.”
