“This is by far the worst online travel company I have a ever dealt with. I had to make a simple flight change and was told I would receive a voucher to rebook my new flight. I sent dozens of emails requesting this voucher as well as spent hours and hours on hold. Even when I got through to a representative they would put me on hold and either hang up on me or just leave me on hold putting me through to the relevant department for hours on end! Worst customer service ever and highly dishonest company. I still haven't received my voucher and had to buy a new ticket. STAY AWAY from TRAVELUP. AVOID this crooked company! Please report your experiences to the relevant ombudsmen”
“After over a year of the global pandemic, my family wanted to spend a few months in the Philippines so we booked our tickets (my wife and our 1.5-year-old son) to fly in November 2021. We bought return tickets with the travel agent, Travel Up and our original booking details are:
29th of November British Airways flight from London Heathrow to Singapore departure 21:50 arriving 30th 18:45 then
30th November Philippines Airlines from Singapore to Manila departure 19:45
On 19th of August, British Airways emails that our flight to Singapore changed and departs at 18:50 on the 29th.
On 16th of September, I received an email from British airways that our flight to Singapore changed and departs on 30th of November at 18:50 – that means I cannot board our flight to Manila as I would arrive in Singapore too late to catch the flight
At the beginning of November, I called and emailed Travel UP several times a day for several days to help me.
On the 8th of November, we emailed Travel Up to help us access our booking via their website. James Anderson the Admin Officer replies that we need to visit the airline website to access our booking. On the same day with James's advice, we called BA and they tell us that we need to contact our travel agent as it was booked via third party. We told BA that Travel Up told us to contact them.
On the 11th of November, I chased my email with Travel Up and I chased this again on the 13th of November.
On the 16th, my wife managed to get through to Travel Up agent, Roman Vincent and explained to him our situation. He sends us new flight details:
BA 011 30 NOV LHR SIN 18:50
PR 508 02 DEC SIN MNL 14:10
Few hours later he also sent us another option:
BA 011 28NOV LHR SIN 18:50
PR 508 30NOV SIN MNL 14:10
Same day we replied to Roman that we would like to confirm the flight on the 28th of November with 9 hours stopover. We also asked if there are any earlier dates with a shorter stopover than 9 hours and said we are happy to fly from any airport in London and open to different stopover not just Singapore.
On 17th November, I asked Roman to get our new e-ticket confirmation for the new flight.
Same day, we get an email from Roman telling us:
“We have observed that Airline cancelled your Flights we are trying to Find the Alternate Flight options with day earlier or later Unfortunately there is no options are available we can only able to offer you two below options.
A 100% credit voucher for the full value paid to us. This voucher is valid for use within 12 months from your original departure date and can be issued immediately once we have received approval from the Airline/supplier.
A cash refund. This process will take an extended period of time due to the speed and response of the airline/supplier, their internal process and the payment process that allows your funds to be returned to us as the agent. We do not currently hold your funds these are with the airline/supplier. A cash refund will incur a £50 transaction handling fee which is a small contribution to the costs incurred.”
I immediately replied:
I would like my old flight with 20hr stop over can you please confirm this ASAP as British Airways said this flight is going ahead.
On 18th of November after several calls with BA, I emailed Roman again
“Please can I confirm the flight on the 30th with the 20hr stopover?
I have contacted BA and they have confirmed to me that the flight is available for us and need Travel Up to confirm on their side. Please confirm as I do not want to lose this flight.
Please can you send me the ticket confirmation for the 30th asap?”
On 19th of November, we confirm that we are going to fly on the 28th of November
After days of calls and hours on hold with Travel Up, we managed to get a flight with over 40 hours stopover and there was nothing else they could do but offer the 40 hour stopover. Travel Up also told us our booking has been cancelled but when we called British Airways within the same hour, they told us our booking is still in the system and that all we needed to do is to tell Travel Up we confirm the booking. Travel Up also confirmed to my wife there were no other flight options available for the 25th November through to the 10th December to the Philippines. My wife challenged them as while she was on the phone to Travel Up, dates and prices for those days were available on their website for her to book. She told Travel Up that our family will go to the airport for our flight despite Travel Up still insistent there is nothing they can do. While on call to British Airways to confirm the same booking, Travel UP called us back and immediately gave us new tickets with over 40hours stopover in Singapore for the 28th. It was baffling as to why they offered such a long stopover when there were available flights from Singapore to Manila with the same airline.
At the airport for check in with British Airways on the 28th with our negative £300 PCR test and £210 travel insurance, British Airways agent told us we need Singapore Vaccinated Travel Pass. I explained we do not have one as I received this notification email on Monday 22nd but you need to apply 7 days before your departure (flight was on Sunday 28th) therefore I could no longer apply. I also checked the Singapore Government Agency website and there is no application available for VTP for transit passengers.
British Airways agent then told us that if we are over 24 hours in transit in Singapore, you need a Singapore Vaccinated Travel Pass. He made it clear that if we change our flight from Singapore to Manila from 1st of December to 30th of November, we are going to able to check in today and board the flight. He told us to contact Philippine airlines and so we did where Philippine Airlines told us “sorry, we can't help, you need to speak to Travel UP to make any changes.”
We were so desperate to fly on Sunday 28th that I directly called Philippine Airlines and booked tickets with them. I paid over £1400 for the flight from Singapore to Philipines on the 30th but I was just ecstatic to go. With the new ticket in our email inbox, we tried to check in again (with a different British Airways agent) and they said we cannot check you in as you need Singapore Vaccinated Travel Pass. One agent told us earlier yes you can fly but then another one said no you cannot.
After hours and hours at the airport they said we cannot help you please contact TravelUP they will be able to move you to another flight and help you with the booking. British Airways said do not worry your money is safe - you are going to be in Philippines soon we want you to travel but please speak with Travel UP. They gave me the email address to Travel Up to explain the whole story. British Airways could not help me with hotel accommodation or even transport home.
I already sold my car, paid the last rent and had nowhere to stay with my wife and our 1.5 year old baby.
Before we left the airport on the 28th, we emailed Travel Up of our situation and five days since, we still have not received any reply from Travel Up other than “you need to confirm your email address associated with this booking number.” In the meantime, I get a text today from BA 3/12/21: “It`s time to upload your COVID-19 travel documents to Manage My Booking. Once verified, you can check in online 24hours before your flight.” I login in to my booking and there is information that my flight is on the 5th of December. I did not agree to this!
It is appalling to say the least that nobody has helped us with our booking from both sides. We have been constantly bounced back and forth and advised of conflicting information. I will be sending this email o Travel UP, British Airways and our insurance company and I will be sure to post this on all social media platforms so that the public is aware.”
“It's been a good experience choosing Travelup for my travel plans. A great help and advise from Janki in making the trip easier according to our family needs.”
“Hi Ali,
Hope you are having a wonderful time I am sure, but certainly not me.
I had a flight this evening with Virgin Atlantic from London to Mumbai and then Goa which is apparently
rescheduled. As per Jenna and Martin, I have been told that my flights were changed to morning 11.15 flight. Also on request I have been provided with email that was sent to me from customer services on 23rd October which I have never received.
I called this morning to ask for PNR number to my evening flight so I could register on Air Suvidha, I was told my flight has already departed and was changed to morning flight without my consent/ confirmation or knowledge.
I am extremely gutted to here this, and hope you can imagine how difficult it is to be in the situation where you have planed so much ahead with urgent matters that need to be attended on time as well as the loss that come with it in terms of time and money for Covid certificates etc.
I would really recommend if you may take some time to hear the recording while I was speaking to both I mentioned above, they are just so un professional and have no telephone etiquette of simple things like please and thank you. I have begged them to help me and they are just so cold and unsympathetic, not helpful at all. Both of them kept saying its your fault before even sending the email which I never received or listening to my concerns. What kind of service is this you provide? There is no sense of listening or empathy. I kept asking for a solution and the customer agents kept blaming me and saying 'its your fault'. In fact when I got little upset, I did not swear or insult, I was told the phone will be hanged on me, how disrespectful is that and making me literally beg to her. This shows the work culture and your team is not trained on handling situations, these two are bad listeners. Service industry needs a team that is trained on service recovery, dealing with situations , handling complaints and you cannot have team that are using provocative language. Simple steps you need to follow on complain handling could be HEART model ( Hear, empathy, apologise, react , respond ) I am afraid I have gone little dip here, but I am really shocked the way I am treated. Jenna in fact told me that she has other customers waiting that needs attention, making me feel so little. This is just not right.
As per Jenna, my flight has already left at 11.15 this morning, which I never confirmed. And when I asked Jenna to confirm if I had a seat on that flight, she said - it does not matter because its left and I did not attend the flight. This makes me think you are hiding something here and making me feel that my flight has left and I have lost money. I have asked numerous time to Jenna, but she says she cannot confirm this. Is this the resolution you provide ? by asking me now to pay extra money for a flight that is available on 27th if I pay extra £185? as the earlier flights are around £900 plus
I asked Jenna repeatedly to tell me if there was any other email, calls, text send to me after 23rd Oct email which I did not receive. But she denied to give me any information. I would expect at least a call, text or a second email if I have not responded to you in time. I sincerely did not receive your email you sent on 23rd October.
This is extremely bad and owe explanation and solution to this disastrous and shambolic service i received from your organisation.
I will be taking this further on all channels and try to get a quick response and solution to this.
This is a disaster, and I will appreciate is this can be dealt professionally with some respect and empathy, without quoting "IT's YOUR FAULT".
While typing this email, I had a call from Mark ( he was professional and listening ), I personally think he tried his best to explain the matter, however being on the loosing side, I am not happy to pay the difference of £185 for a light, plus extra £65 for Covid certificate and loss of time and things that were suppose to be done in this time. The whole experience is awful and left a bitter taste, specially when I used Travel Up for the first time - NEVER AGAIN, sorry.
I will be taking this higher up to all online channels, newsletters including Berkshire Live, consumer rights, airline, citizen advice, civil aviation authority etc.
Regards
VIBHAV HALDANKAR”
“I am not here to write a review or do a rating on the company, but I would just like to mention that Janki from the Ticketing Department was very helpful with changing my flight time two days before.”
“Customer service agents Brian and Sean were knowledgeable and efficient in reissuing me my new e-ticket for my rebooked flight. Thank you, I really appreciate your help!”
“Here l am in the uk working as a front line worker. I bought a ticket from this company on 19/11/21. Was told 2weeks later my flight cancelled. I still waiting on an email to explain why and my refund. I am broke and desperate for my refund. Been push around each time l Call. Do any one know the legal why to get your money back”
“Customer Care A Total Joke. AVOID. (Part 2).
This is a follow up to the review I posted a couple of weeks ago (1st Nov)- in which I outlined my utter frustration at this shambles of a company.
Travel Up responded with a typically half-hearted apology. They said "We are very sorry... we have requested that Brian to reply to you as soon as possible as we would like to get this resolved".
This was over 10 days ago and since then we have heard.. NOTHING (surprise!).
This 100% reflects all the other transactions I have had with this company.
Lame apology.
No action.
No reply.
Utter frustration.
I am past being amazed at the low level of customer service this company offer.
We have contacted the Austrian airlines directly about our cancelled flight and they told up that 'Travel Up are not being honest' when they said they were waiting for a refund from the airline. Travel Up bought up lots of tickets and sold one to us- our money remained with Travel Up.
They should be offering us 100% refund NO QUESTIONS ASKED.
Please note that all the 5* reviews on here are prompted from the booking process - i.e. 'it was easy to book' (Yeah!) and NOT from their follow up or customer care: which are uniformly 1* reviews.
Travel Up have essentially stolen our money.
Ali Shah (owner) should be personally ashamed.
I will say it again: Avoid this company!
DO NOT TRUST TRAVEL UP.
NO STARS!!!”
“Janki from customer service is extremely kind and helpful and sorted out any question about my flight. I couldn't be more happy with such skilled staff doing this difficult job for us to give us peace of mind when we have to travel. Top 10. Thank you Janki.
Erico”
“They are a vile company who employ rude scumbags masquerading as Customer service agents. Do not touch this company Spread the word Do not book with these fraudsters”
“Booked and paid deposit. Checked 3 weeks later with hotel and no reservations found. Turns out travel up had refunded me with our any communication. If I hadn’t of checked with the hotel I would of been none the wiser and travelled with no place to stay. I have also read that they are fraudulently fixing good reviews. Cowboy company!”
“NEVER USE THIS COMPANY (So glad reviews.io knows that TravelUp is skewing their ratings and notifying us! Thank you!). I’ve had the worst possible experience with TravelUp. Been waiting 1.5 years for a deserved refund, after following their rules for cancellation. I’ve been lied to countless times (the staff are incredibly rude and manipulative), and they never contact me back when they say they will. The airline has refunded my flight, and TravelUp are still offering less than 20%. They keep claiming I was a “no-show “, despite having cancelled with them and the air carrier. Based on past experience, they’re probably lying and making a profit off of it, but if not, then it’s down to their negligence rather than anything I did wrong. Did I mention they also told me to call an “admin” line where they siphoned >£10 off me while I waited and was then lied to again?
Despite giving them evidence I followed protocol, they still keep failing to call me back and give me a real refund. And now I see they’re posting fake reviews across loads of websites because it must be cheaper to do that than conduct even mildly fair/honest business…”
“Terrible service, Do not use this travel agency.
They gave us an open ticket as we could not travel because of covid lockdown. When i tried to rebook flights they charged me £555 extra in the name of fare and tax difference although when i checked on their website the ticket price was same as what i already paid 6 months ago but they still charged me £555 extra.
1 week before flight i checked the flight status on virgin atlantic website, it was cancelled but on one advised me that flight was cancelled. I had to face lot of hassle because of them and had to buy very expensive ticket from somewhere else. Now they are refusing to give full refund, they are offering me about 50% refund. I am going to take them to the court”
“Offered me a flight which I immediately accepted. Over the next week I emailed and called them to get confirmation of the booking but they did not respond. As a result I had to book the flight elsewhere. They will not respond to requests to provide details of their complaints procedure so I am taking them to court. They respond to these complaints saying they will look into the problem. They won’t, they don’t care and they are dishonest. Please avoid!”
“I was awarded a full refund plus costs for cancelled flights against Travelup in June of this year at a small claims court.
Unfortunately after Travelup failing to follow court instruction and pay my refund I am now in the process of going back to court.
The date and venue for return to court will be revealed on this site.
I will not give up on my refund and do whatever I can to expose these people who are little more than thieves.
Avoid using and deal direct with the airlines.”
“Lilly Adam from customer service is amazing, she understands customer needs and gets the job done quickly and efficiently. ⭐️⭐️⭐️⭐️⭐️
Great prices and easy to communicate with, I thoroughly recommend this company.”
“AVOID! FRUAD!
I bet that all the good reviews aren’t genuine!!!!
They have cancelled my flight on July 21 right after my booking - well known scheme to help their cash flows.
Almost three month chasing my refund, they ignoring emails, phones, their refund approval, putting the phone down, rude.
I would love to get their team to reply here and to be visible here and share the info I have.
Travel up - show us you care
Order confirmation R5EUL3”
