“I booked some tickets to Canada through TravelUp. At first there was no issue, but then I received an email that indicated there was a problem with my flights (a missed connection), however they listed flights I did not book. Thinking this was a simple mistake, I called TravelUp asking for clarification.
They were very unhelpful, and told me to respond by email. So I replied by email, and the response was the same original, confusing email sent to me. No answer to my inquiry as to whether there was a problem or not.
I called the customer service line again, which had me on hold for an hour and 45 minutes, saying I'm the 1st caller, then the 9th, the back to the 1st and that the wait time is 1 minute an 30 seconds (for an hour and 45 minutes) After all that, a customer service staff told me to simply email a 2nd customer service address.
Trying to move things along, I emailed this second customer service address, detailing my experience so far and informing them that I'm both confuse and frustrated that I can't get answers. Finally, I get a response via email that says my flight "is making miss connection due to Flight cancellation." The flight options offered were problematic as they tacked on several extra hours of travel. I raised the issue via email, and on the phone with TravelUp (twice), had to contact the airline to sort it out.
Finally I accepted one of the flights (via email as instructed), while letting them know that I was extremely dissapointed with the service. Bear in mind I've been trying to resolve this situation for 10 days and I booked the tickets nearly a month before. Despite the fact that I had done all that, I still had to chase them 3 days later for confirmation of my choice.
As if this wasn't enough, four days ago they informed me of another flight change that without letting me know the difference between that and my (new) original flights. Still waiting for resolution on that, and some kind of recognition of how poor and experience this has been.”
“The schedule of my outbound stopover flights to Tokyo was changed by the airline. It meant a longer wait between flights. Ben Murphey from the TravelUp Schedule Change Department was really helpful in successfully negotiating with the airline to change the stopover flights into a direct flight. And best of all, this was at no extra cost. Thank you Ben.”
“I was very impressed when contacted regarding a change in flight and the way that Janki dealt with my request to change our return flight in order to have the same number of days away. The speed of response in all correspondence was excellent and the information provided over the choices of alternative flights that we could take was over and above. Many thanks Janki”
“We didn’t get very good customer service in connection with transferring a flight to a early date we were promised call back but this didn’t happen-and had to speak to at least 5 of your agents before we found someone who could listen after 5 - 15 minute phone calls. Needless to say a bad review!!!”
“DO NOT TOUCH THIS COMPANY.
RUDE INEFFICIENT...TRIEDE TO BOOK HOLIDAY TO MALAYSIA AND ENQUIRED ABOUT FLY NOW PAY LATER.WAS PUT THROUGH TO INDIA YET WAS TOLD THEY R BASED IN UK,AGENT COULD NOT GIVE ME DETAILS ON THE SCHEME ,AND COULD NOT BE BOTHERED TO EVEN CHECK THE FLIGHT INFO I GAVE HIM AS HE TOLD ME TO DO THE FLY NOW PAY LATER SCHEME FIRST WHICH HE WOULD NOT GIVE ME DETAILS ON...I THINK THIS COMPANY NEEDS TO BE CHECKED OUT...”
“A very RACIST company. Wont book you if you are from certain background
!!!. Unprofessional and time waster. Please dont waste your time and money and use any service other than this rubish one.”
“Absolutely crappy website. Stay away at all costs. The online booking screen does not say anything about luggage allowance. Once I paid the money they started calling me and telling me that my booking is with only Hand Luggage allowance and I needed to pay £130 more for the checkin bag. That was more than 30% of the price of the ticket. They would refuse to cancel without charges as well.”
“Avoid it at all costs.We booked a ticket to Chicago for our family holiday unfortunately after a month our daughter passed away all we ask to cancel our tickets and get a refund for the flight as we wont be able to travel after terrifying things happened to our baby girl.We requested this beginning of April and still no update they are now ignoring our emails and phone calls we are feeling we got treated really badly.Now i went through Financial Ombudsman hopefully they will be able to sort this massive inconvenience for us.They are really good at ignoring people and telling me lots of lies about British Airways not willing to give the refund but i confirmed with Ba they already issued the refund to Travelup.”
“Avoid it at all costs.We booked a ticket to Chicago for our family holiday unfortunately after a month our daughter passed away all we ask to cancel our tickets and get a refund for the flight as we wont be able to travel after terrifying things happened to our baby girl.We requested this beginning of April and still no update they are now ignoring our emails and phone calls we are feeling we got treated really badly.Now i went through Financial Ombudsman hopefully they will be able to sort this massive inconvenience for us.They are really good at ignoring people and telling me lots of lies about British Airways not willing to give the refund but i confirmed with Ba they already issued the refund to Travelup.”
“Travel up sent an email 2 days before my scheduled flight that it was cancelled. It went straight to spam. Only found out about it 24 hours prior to travel because I couldn't check-in online. Only when I rang them did I realise about the cancelled flight and the email. They should have contacted customers via telephone or text message which they didn't do.
However, alternate flight arrangements were made by helpful customer service member.”
“AWFUL experience booking flights from London to South Africa. Paid and received a confirmation email the same day. Six months later realise our flight times have changed by 5 hours without ANY warning or notification from TravelUp. When I called customer service for an explanation I was kept on hold for THREE HOURS only finally to be told it was my responsibility to check my flight details had not changed since making my booking. Because of this oversight from TravelUp I was forced to rebook connecting flights at my own expense and missed my friends’ wedding. Absolutely unacceptable and I do not recommend using this company to anyone.”
