“The gentleman I spoke to was extremely kind and helpful. I am nearly 70 and was very stressed as I had not heard anything about our flight be he reassured me and processed my refund.”
“It is a 5 stars for Fleming Greyson which is very polite and quick in responses, but after 12 days I am still awaiting to have my vouchers processed from BA.
definitely too long, unhappy costumer.”
“I called and was dealt with pretty quickly (rather than waiting for email responses after completing a form). Was able to get a refund (-£50 admin fee) which I was pleased with.”
“I was phoning from South Africa and was on hold for almost 15 minutes before speaking to an advisor then was on the call with the advisor for another 15 minutes only to be told I need to send an email. May I suggest that customers abroad should have a line dedicated for their use and customers making bookings have their lines as well.”
“Thank you to Fleming Greyson. I have called twice before to follow up on my refund for flights that were cancelled, both times I was informed to 3-5 days, this time Fleming has actually processed the refund and provided me with confirmation! Thanks for your help. If I had got through to Fleming the first time I would have given 5 stars”
“Janki has been Ace to deal with.
At first I really thought I wasn't going get around £2000 flight money back. However, I was given an option of £50 penelty charge so for that small fee I'v got my application in and now approved and money should be with me shortly!
Thank you”
“I got a bit stranded on my travels around South America (I was meant to be flying into Brazil and out of Bogota Colombia after travelling up though the whole of South America but Covid19 hit when I was in Uruguay. I couldn't take my flight out of Bogota but Janki at TravelUp helped me to get a travel voucher for my missed flight from Iberia. Very happy. Thanks :)”
“Travelling to Pakistan via BA to Islamabad. My return from Multan via doha was cancelled (2nd leg of the journey). I was given an option to go the next day. However, I needed to be in London on the 1st Nov. I requested to go direct from Islamabad and Sofia Smith gave the best possible service. She sent the email with the options and I sent the confirmation instantly indicating I wanted a direct flight now. It could have taken 24/48 hours however after a couple of hours I got email with my - ticket with a direct from BA from Islamabad. Thank you again Sofia”
“Booked flights to Vietnam and Cambodia in 2019 not knowing what this year would bring! Just found out they've been cancelled but throughout the year Travelup have kept me updated and been great, especially Jenka. Will definitely use them again in the future.”
“My experience with Travel Up has been on the whole good. I was advised that my flight had changed and when I requested a credit they originally said no. However once BA allowed a credit for my flight, they organised this quickly. I was helped by Janki and she responded in good time. Hopefully there are no issues when I use the credit next year.”
“I had issues using the the credit note on the website that Travelup had given me when my previous trip had been cancelled due to Covid-19, however, Sofia Smith was so helpful and patient and secured my booking. I will definitely use Travelup again.”
“I booked a great value transatlantic trip earlier this year Travel Up which was sadly cancelled due to COVID 19 restrictions.
Fleming Grayson from customer services helped process my refund and was able to answer my questions very promptly in the process. I believe he did his job as best he could however I was disappointed by the structures working behind Fleming which made my overall experience with Travel Up poor.
I understand the company are very busy at this time but I had to contact them in the first instance to let them know that my flight was cancelled and ask about the cancellation procedure. This resulted in: a 5 week wait while the booking cancellation was ‘processed’; A 3 working day wait while the funds were ‘transferred’ into my account and finally; and a £50 admin charge to process my refund due to ‘COVID’. At each stage of this process I was asked to contact customer services to check how it was coming along - why does it take so long, cost so much and need reminders from the customer to process a refund?”
