“I booked the correct dates on the website- when the confirmation came through 10 minutes later it was wrong. I called and emailed imediately - within the hour and before e tickets were issued. The only option they gave me was to pay £75 to cancel each ticket. Appalling I can’t believe they treated me like this.”
“I had to book an urgent flight abroad leaving in 3 days time at short notice. Samuel was calm and helpful and managed to get me a flight at what is the busiest time of the year.”
“Never paid my hotel had to call my bank's fraud to get enough money to pay for the hotel or we would have been stranded in Jamaica. Do not book with them. We found out from the hotel that travel up doesn't want the hotel to tell clients they haven't paid so when I confirmed with the hotel they said everything was ok. When we got there, they stated they have a lot of guests have trouble with this company. There are a lot of bad reviews and I should of took them to heart. Don't book you will be disappointed.”
“Very baffled to be honest , email received about time changes to flight times in 2018 rang this morning to find out more to be told I had to send an email to Travelup to confirm we accept the changes .
Now it seems I didn’t have too communication failure I think
But other than that there prices are brilliant , a lot cheaper than other websites thar are around”
“After my original flight was cancelled Travelup was able to secure me the flight I requested which I knew had spare seats - however there was no out of hours phone line so I had to wait until 9am to try and book into a 1pm flight - and then they wouldn't deal with it by phone and made me interact soley by email. I finally got tickets through at around 11:30 after a few exchanges. It could all have been done with much less stress.”
“Multiple times this website showed good flights and multiple times after completing checkout; I was told seats no longer available and then was offered other seats on the same flights at much higher price! Avoid wasting your time with these jokers!”
“I would NEVER book tickets with this Travel Agency again. I booked flights 2 months before going on my holiday, and at the time of my booking, I WAS 100% aware that my booking was non-refundable/non-cancellable.
6 weeks prior to my holiday, I had a very serious injury where I tore the ligaments and cartilage in my knee. Obviously, I thought I would be unable to go on this holiday to the Far East for my own safety and medical conditions. I started cancelling the hotels I had booked for my holiday as well as attempting to cancel my flights. (At this stage I had not taken out travel insurance as I thought I had a greater chance of being run over, than tearing ligaments and cartilages in my knee).
I had a reservation at a hotel in Singapore that was over £1000 and was also Non-refundable. I contacted the hotel explaining my situation, and all they requested was that I show them a doctor's note regarding my injury. I emailed this to them and within 2 days, I had a full refund in my account and their well wishes for a speedy recovery. There were no questions or interrogation and all levels of compassion where shown, even though the booking was non-refundable!
I tried the same with TravelUp, emailing and informing I cannot attend the holiday due to medical reasons and evidence can be provided if needed. I was not shown any level of compassion or sympathy at all. The person I dealt with was called "Muj". I have never come across such poor customer service or unprofessionalism in my life compared to the level of service I was shown from this individual.
I was told constantly that the agency cannot do anything, to which I then contact Emirates who the flights were with. They informed me as it is an agency booking, they cannot get involved, however if a £200 cancellation fee is paid from the agency or me, they can cancel the flight. I thought this sounds fair, so I went back to the agency.
They informed me that you cannot cancel, and constantly reminded me that I should have booked Travel Insurance and make a claim through that. (Even though I constantly repeated I did not have travel insurance).
My friends advised me to maybe ask if they can transfer the flight for a few months down the line. I asked "Muj" at TravelUp for this option to which he said I could. Once I selected a date, he said this is fine and told me there would be a new charge of £450 applicable to transfer the flight. Please note that my flights for the initial booking in the first place were £475.
So I was effectively having to pay for another ticket which defies the objective in the first place. I was not angry at the company, but due to the pain and distress I already had, this company only made it worse. They have no compassion or sympathy and clearly are only interested in making money. If a reservation of £1000 for a hotel was refunded, why couldn't this company offer anything, apart for a £41 refund to which I never received a reason to how this figure was calculated.
I will NEVER use this company again, and advise people are not fooled by their cheaper price for tickets.
(ALL EVIDENCE OF MY CORRESPONDANCE IS IN MY EMAILS)”
“When my flight details changed there was a focus on “we can’t refund you” and the general message was we can’t help you in any way shape or form..customer service is not the strongest point especially considering if flights change it’s bit the customers fault”
“Their price was the most competitive. However, did not initially receive the e-tickets 48 hours after booking and paying. I sent an email in this regard but did not receive a reply hence had to call them and this was rectified by the team leader straight away. Once this was resolved, I was able to go on the airline's site and fill in the rest of the requirements. One slight issue, not very clear on luggage requirements i.e. how many checked in suitcases allowed per person and the maximum weight. You need to check the relevant airlines policy. With all the above comments hence 3 stars.”
“My initial contact was Peter who got the travel date mixed up and did not follow up with me. I called again and requested for assistance (having given up on Peter). Jasmine was especially helpful in helping me secure a ticket which made my tour to South America possible. She was attentive to my request and prompt in her action.”
“If I could give a negative number of stars I would.
Travel up are the worst travel agent I have ever used. They stole my money, refused to allow us on paid flights and requested more money. The customer service is beyond rubbish and not only are they absolutely rude and unhelpful, they are also useless and hung up the call several times. They do not even respond to -any emails. They should all be sacked. Overall the worst travel experience with them ever, and I thank god I did not book any other part of my trip with them and only booked flights. AVOID USING TRAVELUP AS THEY ARE INCOMPETENT AND YOU WILL REGRET IT!!!!!”
“I made typo error on the name of my daughter.I typed a "D" instead of a "Z". I contacted Travelup and was asked to send a copy of her passport. I did as I was asked and after waiting just over a week, I was emailed back saying that the name change was not permitted because there were more than one airlines involve. I contacted all the airlines and there were saying the same thing, that the travel agent can change the name. Virgin Atlantic told me that up to three characters can be change by the travel agent and they do not need any authorization yo do so. I have explained everything that was said by Virgin Atlantic but still they refuse to change the name. I went back to Virgin Atlantic and they told to tell Travelup to call them and they would explain how the name can be change. Again I call up Travelup and told them that Virgin Atlantic is waiting for a call from them. Again they refuse to call, My flight is only a few weeks away and I am starting to worry. How can people behave this way after they have taken your money?”
“Horrible company. Minor error on the name. Called same day to rectify the problem. They insist on charging £100 to rectify the genuine typo. The airline was willing to waive the fee, but this horrible company insist on charging £100. I'm never booking from them ever again.”
“Horrible company. Minor error on the name. They insist on charging £100 to rectify the genuine typo. The airline was willing to wave the fee, but this horrible company insist on charging £100. I'm never booking from them ever again”
“If there was an option of no star i would have chosen that!
I have never in my life recieved such poor customer service.
I would advise no one to EVER travel with them
I understand mistakes happen however there is NEVER an excuse to be rude to the customer to the point of shouting at us and hanging up the international calls while we were tryig to resolve the issues not to mention they dont reply to emails etc they have caused us so much unnecessary stress and sadness at the end of our trip
So glad we didnt book any other part of our trip with them
Their customer service is truly disgusting.”
“I tried to change my flight dates 10 minutes after I had booked it. Travelup told me it would cost £318 per person (the flights were £286 per person), although this fee was partly from BA, I am extremely disappointed that Travelup were charging admin fees when I was so quick to contact them asking for the adjustment. Usually there is a 24 hour grace period, but Travelup give you zero. The end result - I've lost all my money bar £40 and can no longer go on the trip as the cheapest option for me was to cancel the flights. I had saved for for the trip for ages to see a friend, but now I can't go and I've lost nearly £600.”
“WORST COMPANY EVER!! IF ANYTHING GOES WRONG THEY DONT HAVE TO DO ANYTHING AS ITS IN THE T's&C's THAT THEY DONT. THEY CHANGED MY FLIGHT 48 HOURS BEFORE LEAVING AND WONT EMAIL THE NEW E-TICKET FOR 48 HOURS, CALL THE HELP CENTRE AND THEY HANG UP ON YOU, REFUSE TO LET YOU SPEAK TO A MANAGER/COMPLAINTS DEPT AND SAY TO EMAIL ALL QUESTIONS, BUT YOU DONT GET A RESPONSE FOR 72HOURS!!!! DO NOT BOOK WITH THEM EVER, YOU WILL FLY WITH DELTA, NO MATTER WHAT YOU CLICK ON WITHOUT GIVING YOU A REASON. THEY JUST TELL YOU TO COMPLAIN TO THE AIRLINE AS 'THEY HAVE NO LEGAL OBLIGATION TO DO ANYTHING'”
