“SOFIA SMITH CUSTOMER SERVICE has been excellent in booking and changing a cancelled flight to Torronto....I wanted a direct flight and after the airline cancelling and getting it changed to another trip with a 1 stop over, I was not happy.....a quick email to Sofia Smith and it got it sorted straight away......now flying direct!......very happy with Sofia's help....”
“trying to delay my flights for 5 days without any success plus the waste of time sending emails and staying on the phone for an hour . and up till now no one come back”
“I had a few issue with a numerous cancelled flight, that I had booked with travel up, my email and calls were answered by Sofia Smith from customer services, and she was so understanding, helpful and she sorted my flight problems”
“Having spent 2 hours and 3 minutes on the phone to TravelUp after my flight was cancelled, they did not complete the refund for processing and I had to call back again. I now have to wait 6-7 weeks for a refund. I’ll book direct with the airline in future.”
“i had an issue with a cancelled flight, that I had booked with travel up. I rang them, and after a fairly long wait, which was expected, my call was answered by a customer service man, named FLEMING, and he was so understanding, and helpful, I was totally shocked, and pleasantly surprised!---he sorted my problem, and put my mind at rest.--thank you, sir.--michael.”
“The booking reference I received was false and won't let me log into their site. After 2 hours on hold they didn't pick up.
Do not book with this firm. Do not give them your money.”
“THEY ARE THIEVES! STAY AWAY! They were given my refund from an airline cancellation and gave me a sixth of it... and that was 4 months after they received my money!!! Their T&Cs clearly state the customer is due the full amount in the case of a third party refund. I've emailed, rung and left messages about 15 times and no one gets back to you. They will ignore you if anything goes wrong and with the Corona virus, there is a high chance of this. Do yourselves a huge favour and use a reputable internet agent or better still, a bricks and mortar travel shop where you can walk through a door and speak to a real person!!!”
“Never use this company , you may as well be talking to a robot whilst banging your head off a brick walk .
So I helpful and always 5-7 days to respond by e-mail”
“Appalling service. Basically once you've paid for your ticket you're on your own. They won't do anything to help you if you're flight is cancelled or delayed. Staff is SO RUDE on the phone. Stay away.”
“Appalling service. Basically once you've paid for your ticket you're on your own. They won't do anything to help you if you're flight is cancelled or delayed. Staff is SO RUDE on the phone. Stay away.”
“Stolen my money
Stolen my money! Due to Coronavirus,Airline advised to cancel for refund or reschedule flight, this guy who calls himself SAM!! Airline confirmed they refunded the agent but agent is lying and saying this is a promotional ticket and can’t be refunded!
I’ll make sure these thieves are closed down and have already filed multiple complaints against them with different bodies.”
“If you use this firm, be warned that you cannot change your return flight without effectively buying a new ticket ... They wanted to charge me a penalty of £472 to postpone my return by 4 days after the death of my mother. The request was made on the day of my arrival. BA told me that had I booked with them, they could change it for £50, but that as I'd used Travelup I wouldn't be able to - I'd have to buy a new ticket, which is what I did. It was £70 cheaper than paying Travelup penalty fare to change. Disgraceful merchant. DO NOT USE.”
“Hey Travel Up! You keep telling me to email your admin team, guess what? They don’t reply! 8 weeks ago your site crashed, I never got my tickets yet I was charged! No reply from anyone regarding IT error, only short statement tickets are non-refundable. You can’t charge for what I have not received! Bad, if not illegal service! Call me back or answer my emails!!! Do not dare to refer me back to your admin team, I’ve emailed them about 12 times in the past 8 weeks and still no reply!”
“This is my first time to booked on travelup and they where very helpful about my concern of changing my transit booking due to travel ban. Im very thankful to sofia whos been patiently updating me regarding my flight booking.shes a gem in the company!! Definitely booked again on my next holiday”
“I book a flight Last december from heathrow to manila, my transit is in hongkong, unfortunately the travel ban from philippines to hongkong viseversa ha been strictly implemented. So i need to rebook my ticket at first they wont able to do it as the airlines policy but sofia is a big help on me updating me always about my concern. She is a gem in the company!!thank you for your help!! i will definitely book again in travel up on my next holiday!!”
