“First off, I booked with Travelup because their price for a return trip from Gatwick to Tampa was the cheapest on offer. However 5 days before our trip we had to cancel our flights. The operator I was talking to said she would do that immediately, and would send mean email within 30 minutes. I never received an email, and 1 day before our flight was due, it still wasn't cancelled. So I called them again, and they said they would cancel, and that we would get £21 each refund on our £600 tickets. 1 hour before the flight, after receiving texts telling me about my forthcoming flight, I called the Airline we were flying with, BA, and they assured me our flights were not cancelled, and that they were probably calling our names at the aircraft gate.
This totally not good enough, BA had no chance to re-sell their seats, and I feel very aggreived at Travelup's cancellation policy. I will never try to fly with them again.”
“I had an issue with my flight schedule change which meant I was not able to fly on the dates. I had to contact the company and ask for a refund so I could book a set of new flights. The agent I communicated with was Fleming grayson, he worked really well by emailing me with every detail possible and making sure every time I called the company to speak to him he made sure everything was getting done. I finally got to proceed with my refund. I really appreciate Fleming and the companies effort and appreciate how fast it was done.”
“Fleming Greyson was extremely efficient and great support in re-scheduling our flights after a cancellation from the airline. No extra fees and really flexible to accommodate our needs”
“My 14:25 Air Canada flight to Toronto on 9th Oct 2019 was cancelled. Travel Up informed me of this by email on 30th September. I was later told by Air Canada that it had been cancelled on 19th September so it took Travel Up 11 days to inform me that I had been put onto a different flight at 06:40. This would mean I would need to leave for the airport at 4am and spend 9 hrs at Toronto airport waiting for my connection to London. I replied to the Travel Up email requesting an alternative flight at 09.55 which would work better for me. I got no reply. I emailed 3 times in the end and got absolutely no response until 8th October, the day before my flight. The response completely ignored my request and stated that my new e-ticket would be emailed within the next 72 hrs! Fortunately it arrived before I had to leave for the airport. I had no help from Travel Up at all so contacted Air Canada. I cannot praise them enough. They understood the terrible situation that Travel Up had put me in and helped me. They were so efficient. As in other reviews I have read I was asked in the Travel Up email to give a positive review and name the Customer Services Assistant. I shall do neither and will not use Travel Up again.”
“Travelup Changed my flight times, which is fine as that happens with airlines. But it was changed by 7 hours. I then asked for refund and was refused. Then I asked for escalation as I read on their website that if delay is more that 2 hours you are entitled to full refund. Hardly any comms came from. Them, until I picked up the phone and spoke to the advisor which I wont name here. Finally they said they will provess full refund, and sent me an email that it will take 8 weeks altogether and after 7 weeks i must contact them again and they will process the refund in 1 week. Is that a joke? How will i remember to ring them after 7 weeks. And look at the cheek , customer service advisor asked me to review them and provide them positive review. Its a shame. Again not going to name you as I beleive it is companys rules, probably not your fault, although you should not have asked for review for such a poor service altogether. A unhappy customer. Never with you again. Puneet”
“There was a scheduled change on flight which caused the journey to double in time. I called customer services but they were not helpful, emailed them and again not helpful. However, I got an email from Liam Johnson who was extremely helpful. I told him the issue that I had and he was very prompt in assisting and provided a change in flight. If it wasnt for him I will be leaving a 0 star review!!!”
“booked a ticket on 08/10/19 night, unfortunately I had wrong name on ticket, I spoke with customer care team on next day morning, they asked me to call back after 9.00 AM, Tried again, there was no option to change, they have asked me to cancel the ticket and charged £350 cancellatiuon fee, for £433 ticket.”
“This company has pathetic customer service. Waiting for over 9 weeks to get a refund, still no money. I have to keep calling and still have no resolve only excuses. Extremely bad experience at hotel and now with travel site. Their fee is not worth the money. Book with someone else”
“I bought a very reasonably priced ticket to Cuba several months in advance. There was a change in flight times but that is not unusual with such an advance ticket. The change was clearly signalled by Janki who was very helpful.”
“I booked flights via Travelup. Unfortunately, the airline cancelled the scheduled flight. The customer service at Travelup were helpful in reorganizing the itinerary. Even though it took a couple of weeks for this to happen, they eventually managed to change it. Overall good service!”
“I booked my flights, parking at my departure airport and a rental car at my arrival airport. The flights were fine but the parking was a nightmare (almost missed my flight) and when I tried to find the rental company that had my reservation, it did not exist. I did not even get a confirmation number and was charged £190.90 for something I could not use. I rented from a different company and then claimed a refund and was told that it was not refundable. Do not use this company and they will take your money without providing the service.”
“Fleming Grayson asked me to leave a review about him. I did not have a good experience - despite only one of my flights being changed he cancelled my luggage booking on all of my flights meaning I had to make countless phone calls to BA sort out his error. Then I had to chase him a number of times to get the locator code for my new flight, he didn’t seem to know that if you buy an American Airlines flight through BA you still need a login to aa.com separately. Careless service and lack of knowledge made this a frustrating experience!!!!”
