“Horrible company! I bought a ticket last night and called this morning to ask for a date change from the 18th to 11th of November ... I was billed 300 pounds for a change of departure date on a booking made less than 24 hours.. Travel up is a scam!!! I'm so angry”
“TravelUP was nothing but bad experience.
We booked a flight to Rome and due to unforeseen reasons we had to change one of the passengers departure flight.
We gave them 4 options / asked for 4 possible solutions:
1. We asked for a cancellation of this passenger flights - From 500$ we would only get £ 31.53 back.
2. We asked for a date change for her flight only - it would cost us £ 489.63 (more than what we paid)
3. We asked for a name change so someone else can take this trip - No name changes are permitted
4. We figured she can skip the departure flight and only take the flight back to our home destination - they told us that if we skip one leg of the flight, the other one will be automatically cancelled.
Basically they gave us 0 options for an emergency situation, just 8 days after we booked the flight and over 2 months before the actual flight date.
When calling the airline company they told us that if we had booked through them and not via an agency, cancelling a flight would cost 170$ and rebooking would be 240$. Means TravelUP tries to extort us to pay insane amounts because they think we have no choice.
In addition to that - the customer representative (Martin) was rude and unhelpful.
I recommend everyone to stay away from TravelUP and choose another agency, even if it not the cheapest option. Dealing with TravelUP is not worth the few bucks you'll save.
Don't do the same mistake I did - stay away from them.”
“I've been charged £80 on top of the price I was quoted and paid for my travel up ticket. Travel Up never told me about an addition fee for hold luggage. There was never any indication of this when I booked the flight, no option to book on hold luggage as it was all done via their website.
I was told the luggage allowance weight but that was it.
I specifically asked at the end of our last call - is there anything else I need to know or do? And the agent, Shaun, said no and "Enjoy your flight".
Had the luggage been added at the time of booking I would have only been charged £14 each way as opposed to £40.
Really bad customer service as I've tried to email them about this and have since recieved no response, they've completly ignored all of my many many emails as I'm trying to get them to book hold luggage for my return journey. I'm in Bali on my holidays trying to sort this before I return home so it avoid the full charge but as I've since heard nothing and I can't deal with the airline direct as they booked the ticket, it looks like I'll be charged full price again at the airport.
I'm really not happy as you can imagine I should be fully enjoying my holidays but instead I'm trying to resolve this issue and trying not to think about it whilst abroad.
Before leaving Travel Up also changed my flight times twice and them contacted me three days before I left to tell me there was no more seats left... Considering at this point I had paid for the ticket at least a month prior. Not sure how it's possible to book and pay for flights then to be told no seats were available.
All they've done is cause me stress and upset.
Please book with the airline directly in the future.
This is the first time I've used Skyscanner or Travel Up and definitly will be the last.”
“2 of a party of 5 couldn't travel to usa on tickets which had been booked. travel up wanted £441 per person to rearrange flights Thomas Cook said if it had been them it would have been £50 per person.”
“On the 30th of September I made a reservation with travelup to stay at Fontaine Blue hotel in Miami Beach for the period October 7 to 11. I live in St. Maarten and on September 6 we were devastated by Hurricane Irma, which is the strongest hurricane in recorded history.
Our airport was completely destroyed and inoperable. Our homes, businesses and practically our lives were blown away.
September 24 I contacted Travelup and informed them of my situation. (This was the first day after the hurricane that I had access to Internet. We were still without water and electricity.) I was told that they will do their best to help me and would forward the information to the suppliers.
From that day until today (oct 10) I have sent numerous emails, and called over 4 times to request a refund. Every time I was given the same excuse that they were waiting for their suppliers to get back.
In my opinion this is the excuse they use to string along customers. It was impossible for me to fly out as our airport was shut down and only emergency aid flights were being allowed in and out. I made Travelup aware of this and even sent them an email from American Airlines showing that my flight had been cancelled. I told them I am willing to take a voucher for a later date or pay a penalty. Today I was informed that they can not help me any further. I lost $1100 because Travelup values company profits over human suffering. These people are heartless. No matter what your circumstances may be, once they have your money u no longer matter. There is no way u will ever get help from this company. I strongly urge you to look elsewhere before booking with Travelup.”
“Do not use this company or believe any of the good reviews that are posted on other sites. If you have to change the flight dates it will cost you a large amount of money. On booking a flight online, apparently, we had made a mistake and entered a return date that was 1 month ahead of where it should have been (even though my wife and I both double checked the booking and believed it to be correct). When we called their helpline (the next day after spotting the error in the receipt email) they said it would cost us over £800 pounds to amend the return date of the flight. If anyone else has experienced this please post a review here to help corroborate.”
“The customer service of this company is horrendous. I had to change my flight departure date and the price doubled when I waited a day to confirm the changes. Their staff are nothing but unhelpful and abrasive. After paying half the price of the original flight to complete the date change, I was sent the wrong ticket twice. Upon calling to follow this error up, I was cut off by the employee saying "What is the problem, your flight is fine. Everything is fine." It seems like they're annoyed to even be providing the service. 15/10 will never use this company again. Horrible experience overall and ridiculously overpriced assistance.”
“AVOID, AVOID, AVOID!
A very rude and unprofessional company. You would be better off booking direct with the airline, they only act as a intermediary service and seemingly get paid for doing nothing! Any problems with your flights, they simply wash their hands.
If you don't want a ruined honeymoon choose a ABTA registered company.”
“The most unprofessional company i have ever used when booking travel. Will not answer any question directly ,put on hold for 30 to 40 minutes . My last ever booking with them was to split my booking for my self and disabled son .He was booked to return on a different date ,could not even get a resolution from the airline ,as i was told travelup controlled the booking .I am also trying to get a refund for an over charge of Advanced Passenger Duty which i have been trying to have refunded for over 2 months. THIS COMPANY SHOULD BE AVOIDED AT ALL TIMES UNPROFESSIONAL AND DISHONEST”
“WORST TRAVEL AGENCY EVER!
First of all when I booked it over the phone they wouldn't tell me which airline company we had to travel with.
On top of that I tried calling the agency explaining the situation to them. One day before we had to departure, my friend I was supposed to travel with had an extremely bad asthma attack and the doctors advised us to not travel, as the destination we were going to would make his condition worse and he needed to rest. I explained the full situation to the airline company and tried all options, such as postponing the ticket, changing a passenger's details, or even changing the destination and date. However the airline company were not willing to help even though we could provide medical evidence.
I have changed flight tickets before with other agencies for non-urgent reasons and they are a lot friendlier than this company.
Companies such as, expedia and Lastminute are a lot more helpful, i would recommend them instead. Their service is better.”
“I had three return tickets for myself, my wife, and my infant (4-months old) from London to Tehran in August 2017.
On my return date, I arrived at the airport with my family at 5:30 while the flight was at 9:20 in the morning.
I went to the airport with my family to come back to the UK via a British Airways flight. At the check-in, the airline representative took the travel documents from me, and issued the boarding card for me, taking my baggage. However, and when he wanted to allocate a seat to my wife and my infant, he said that tickets are not matching. He told me that he will contact the respective department to solve the issue. After being kept waited for few hours in the airport at the check-in desk by the airline's representative, I was told that I cannot take the flight since the ticket type for my infant is "Premium Economy", and it is "Economy" for my wife and myself.
While I already had successfully purchased the tickets from British Airways through “Travel Up” agency, and reserved the seats.
Ultimately and after being involuntarily denied checking in, I took a taxi and went back to the city. During the day (on 28th August), I called the airline’s customer service in the UK and the agency, asking for a new ticket. I was expecting both to help and support, since the mistake was made by the airline and the agency, and I was confident that the status of my tickets is “confirmed” by the airline. Although neither the airline nor the agency did not take any responsibility on the phone to issue me and my family new tickets. I was expecting the agency to be more supportive for me as of their customer. Whereas they just did not care, saying that this is not their problem.
The agency and the airline were just passing me as of their customer to each other.
Then I purchase relatively expensive tickets for which I went under debt.
I express my absolute dissatisfaction from the airline and from the agency, who did not care about me at all as of a customer.
This was supposed to be the most comfortable flight of my life with my infant, whereas it turned into the most uncomfortable one.”
“My partner was hospitalised the week before we were due to fly, I contacted Travel Up to ask whether the flight could be cancelled or transferred, and was told it was 100% non-refundable. I had to ask again about the transfer, and was advised that this was possible for a £250 fee per person plus payment of the difference of any fare and tax charges. I found flights that I wanted to change to, and emailed these to Travel Up. Even though the replacement flights were cheaper, I still expected the £250 fee and probably a little more on top. Having already paid for the original flights, we then received an email stating that we would have to pay just short of the full replacement flight costs to transfer them, and given a couple of hours to confirm the charges before the flights become completely non-refundable and unchangeable. When I phoned to ask what the charges related to, I was told that this was the difference in fare and airport tax from the system that they use to obtain flights, which has different prices to the ones that I can see. I had no option but to cancel and lose the total cost and the flights altogether. The "customer service" is incredibly poor, and they have used deliberately misleading wording throughout, ending up with an ultimatum under time pressure to confirm one way or the other. I would never use this company, and would strongly advise anyone else never to touch them.”
“They are NOT ATOL registered or protected! Their website is all lies! We have just been emailed to say flight cancelled. And we would have to wait at last 8 weeks for a refund. Checked British Airways and flight has not been cancelled! Calls, they just keep putting us on hold or cut us off and emails no reply! I wish we had read reviews first! Doubt we will ever get our money! Although we will report to the serious fraud squad!”
“I had a very awful experience with Travelup. I booked my flights to travel to Caribbean 8 months in advance to take my time and prepare for the holiday hassle free. Unfortunately it wasn't the case; 4 months after the booking I received email from Travelup informing me of my outbound flight change. After many hours on the phone with incompetent person from Travelup, I decided to call airline directly where I found out that both of my flights are actually cancelled. I don't know how much time it would take me to find out from Travelup, if I hadn't call airline directly. The airline told me there was no flights to this destination by a default during that time of the year and that the agency sold tickets which have not been on sale.
Although we always take a risk when booking through an agency, and not directly I can understand cancelations could happen. But I expect an adequate customer service from the agency in return and willingness to find a solution to make customer happy. In case of Travelup, the customer service was absolutely horrendous. I was constantly put on hold and asked to call again later. Moreover, they were totally uninterested to rectify their cock-up and instead blamed everything on Virgin Atlantic. They have never offered any alternative flights to me or showed any concern about my booking cancelation. This is totally unacceptable and disgraceful. Their staff is incompetent and rude. Whenever they don't know answer to your question- they hang up and get away from any liability. I had to spend hours and hours on the phone to be heard but no action from their end was taken. The only viable option for me was to request a refund and never come back to them again. That's what I did, although I had to wait 3 months and chase multiple times to get my money back.
To summarise, my personal recommendation would be to stay away from this agency and get your tickets directly from a supplier. You will be shocked by incompetence of Travelup staff and their indifference to your case. No doubt it's not just a one off incident, so please bear it in mind when you book through Travelup. It might go completely out of your planned scenario so you will be left on your own sorting things out and eventually paying double where you planned to save. Stay away!!!”
“Currently trying to change a flight which I though I booked with Virgin Atlantic only to be told that to change my return flight which usually costs 30GBP, now costs 150 airline change fee and 75 Travel up fee, not to mention THREE TIMES THE COST OF THE ORIGINAL FLIGHT. I have asked to change my dates to June 2018. It is stated no where in their policy that a date change for 2018 can be requested and provided. TRAVELUP responds saying that they reserve the right to refuse service changes. I am now attempting to change my flight to October and have gotten no response. No customer service on the phone, with emailing back and forth. VERY UNPROFESSIONAL. DO NOT BOOK WITH THESE PEOPLE.”
