“The worst travel agency I have ever met.
I had a very bad experience with them. I booked a ticket from London to Melbourne, but the airline changed the return flight. They offered a 3 days later flight or a 60 hours flight. None of them was acceptable. I asked them if we can reroute it but they said know. I called the airline directly, and they said it is possible in this case, just the agency have to send an enquiry and they will authorise it. I asked the agency, but they said the airline rejected. I called the airline, they have NEVER receiver any enquiry from the agency. They send me an authorisation email saying, we can change the route. I forwarded to the agency, but I have NEVER heard anything back from them. When I called them, they hung up on me, no reply to my email. I reported them to the Civil Aviation Authority. Hope they will close them down”
“STAY AWAY FROM TRAVELUP UK!! I wish I'd read these reviews before spending nearly £2500 on tickets. Appalling customer service with no response to emails or phone calls. I'm currently trying to get a refund and have made over 10 phone calls to try and resolve it. They put the phone down, calls do not get transferred, emails are not responded, promises are not fulfilled, and the list goes on! Just less than £100 cheaper than another competitor and I WISHED I'd gone to them instead. To say they're crooks and incompetent does not actually capture what they are! NEVER EVER EVER do any business with them! I'm flying in December and am petrified of what might happen then. Will be contacting the airline now to make sure they've got my booking. What a nightmare!!”
“Fraudulent company - never book with them. I am now contacting www.actionfraud.police.uk since the company are refusing to refund my flight despite medical advice from my doctor which is completely in my legal rights. The travel advisor at Travel Up never responds to calls or emails, and said only the airline refunds tickets. Well I contacted the airline and they have stated Travel Up can only refund flights, yet they refuse to take action even though I am within the terms & conditions. As you can imagine this type of online sales activity is completely illegal, and I refuse to use skyscanner.net to search for flights if these are the rogue agents they list. Avoid Travel Up at all costs.”
“Be Careful Don't use Travel up ! Actually don't even waste your time trying to find cheap flights on travelup ! Because they are fake !!! they will show you lowest prices but when you try to purchase it, they say the price has changed !!! (I've even tried this couple times, even in seconds tried to buy !!) . Even after the prices has gone up and when you search it on other providers such as SkyScanner , it will still show travelUp with that fake price, Just to get you in to their site, this is a WORST marketing trick they do !! ,,, Sky Scanner Please please remove providers like this from your system!!.”
“If you have a choice - NEVER book with Travelup. Pay little bit more and have a peace of mind. I have booked a flight to New Zealand with them and when contacted the airlines it turns out my itinerary has been cancelled! After battling them for over a week, they finally admitted that it was the error on their side and as a compensation I got lame apology and further delays with re-booking my flight. Refused my request for cancelling the booking with them so I can reserve it with someone more competent. Those people should never work in the service industry!”
“The same happened to me! I booked a flight yesterday night and when I got the information the wrong timings were stated (instead of afternoon I was booked on an early 6am flight). I wrote them 10 min later and called them even and they told me to call the next day. I called and I was only told I an make changes that involved £100 per person (I bought three tickets). This is unbelievable. For a mistake I didn't do! Within the first 24h you are normally allowed to make amendments but they refuse to correct their mistake!
They even hung up on me. Poorest customer service ever. I called even lufthansa the carrier and they would change it if it was them though which has been booked.
I want my money back and if I have to sue them.
DONT BOOK WITH THEM! Even with Skyscanner i am disappointed. I used to always book via them like this time with Travelup, and now this happens.... I can't believe this is happening. £600 out of the window.
I havent event received my ticket yet.
DONT PLEASE DONT BOOK WITH THEM YOU WILL REGRET IT!”
“I am surprised Travelup are still in business. They are crooks and need to be stopped from fleecing customers. The only way is to complain to Reading Trading Standards and when there are enough complaints they can take action. It was a nightmare trying to get back the cost of our tickets after we discovered, purely by chance, that the flight we'd paid for had been cancelled by the airline many months before and Travelup hadn't informed us. After 10 weeks (!) we received a partial refund and they had no intention of paying the full amount. Don't be scared - take them to the Small Claims Court. We did - and although it took many months we got our money back eventually! Emails and phone calls get you nowhere, so don't be bullied into thinking you can't take action against them. Good luck!”
“Appalling customer service. Made one minor spelling error on the ticket and they refused to amend it. I informed them of the error within 15 minutes of completing the order. The booking/ payment would likely not even have been processed within that time, so amending a minor spelling error would not have been difficult. We were therefore forced to cancel our booking and charged £40 on top. Absolutely ridiculous.”
“If you book online, the service if of course going to be great (there's no contact involved). It's a different story however when you ring for inquiries or plan to change a flight. That's when they make up random charges and try their very best to put a dent in your credit card.
Horrible service and shameful agency. Regret ever booking with them.”
“AVOID THEM. VERY POOR CUSTOMER SERVICE
I booked a ticket through Travelup and received an email saying booking confirmation is done and I should receive the e-ticket within the next working day.
I did not receive the ticket for three days and I had to phone them more than 5 times to chase it up. After 5 days of booking I received a phone call from someone called Peter saying they cannot issue the ticket due to a technical problem and they are going to refund the money and I should get the refund within three working days. He further said he is going to send me a confirmation email about the refund.
After two days I had to phone him back to get the email confirmation. After six days I received the money in my account.
Because of this I had to book my ticket through the airline directly and it cost me £50 more. Apart from the financial lost I had to bare I was going through lot of stress and I had to spent my valuable time to call them.”
“Although the price was very good, the service is very poor. I booked a week ago and I was advised the e-ticket would be sent within 24 hours. Still waiting... When I email customer services they don't respond. When I call them they either put me on hold and then hang up or tell me the ticket is being processed and will be with me in 24 hours. The call handlers aren't very helpful and some are very rude. Very frustrating company to have to speak to (when I am able to).”
“Do not use this company if you want to go on your trip without major hiccups. They took our money for flights to Cuba a year in advance and 6 weeks before the trip they told us the flight home we had booked was full and we weren't on it!!!! We had to fly back via Panama and Amsterdam, a 27 hr trip with 3 kids! They would not speak to me on the phone when I called customer services and I have never experienced such dreadful treatment from a travel company in my life. Go elsewhere!”
“My Fiancé had to pay a £90 amendment fee for a change of name on a flight ticket today, on hearing this she asked to cancel the whole booking, and would like a refund. One of your representatives told her that " there is a £100 cancelation fee", this is disgraceful as she was left with no alternative to pay, as the flight ticket is important to her.
This sort of customer support is just not acceptable, how anyone can justify a charge of that proportion for a change of surname is beyond me, i am so angry about this that every single review option about travel up as a company is being filled in by me at the moment,to warn everyone about the disgraceful way my fiancé was treated.
Mr Clarke.”
“My fiance was Charged £90 to amend a surname on a flight ticket, on hearing this she asked to cancel the whole booking and wanted a refund, travel up told her that there is a £100 cancelation fee.
This company gets no stars from me, in fact if there was a minus option, they would be embarrased with the rating i would give them.”
“Booked a ticket on Saturday. On Monday I got an email from a gentleman called David Brooks asking for a cb ASAP. I call back and end up in India speaking to an Indian guy with the name of David Brooks. In the background I hear more of them . He tells me a third party was involved and they have a contract issue with the airline hence no flight . I asked for an immediate refund and documentation about next steps. I am curious as to when or if this is going to happen. Clearly if they have cashflow problems or file bankruptcy meanwhile your money is never to be seen again. Just book direct”
“I would not advise anyone to use Travelup, they are terrible outright thieves and have the poorest customer service I have ever come across in aviation industry. If you book with them make sure you travel as scheduled if anything happens and you need to cancel, then prepare yourself for a nightmare. Don’t be attracted by the lowest costs, there is a price to pay.”
“Terrible same problem as everyone paid £537 and a rebook asking for £591 they're idiots. "saying the money is now going to our pocket". we dont care they fail to meet costumer service and took advantage to holiday makers. SOMEBODY IN BRITAIN DO SOMETHING!”
“I was planning to go on a dream holiday to South America. After searching the net for the best prices I book my tickets with Travel Up ( big mistake). I never heard of them before but I used similar websites before and didn't have any problems. I received their confirmation reference and start waiting for the tickets. On the next day I received a phone call at 2.29pm to say that my reservation was declined from British Airways and I have two options - Money back or pay the new price 1100 pounds ( original price was 749). I was told because tickets were bought out of hours????? not between 9.00am and 5.00pm no one was available to process my reservation and when they tried in the morning this was the new price.
I don't know why it took them half a day to tell me that and why they advertise this prices if they are not live. Do they have any PCs at all if this needs to be done manually from a member of staff.
So if you buy your tickets out of business hours be aware you may not get them on the price you want.
I did give them one star only because is not possible to post the review without a star.”
“I have never received such awful customer service.
My flight was canceled and I asked for a refund as I did not want to take the new flights I was offered. I have now been waiting 3 months for my refund, if I call them for an update, I'm told the systems are down and someone will call me. But no one calls. Having now sent neumorus emails asking for information, I get a poorly word Email telling me to look at my bank in a few days. No apologies for the delay.
Travel up just see you as a bag of cash and could not care less about customer service.
I would never use them again!!”
