“Non existent costumer timer service. Would rate zero if we could. One of flights changed departure time (by BA) contacted Travelup to say that we noticed that this means the connection won’t work. It took numerous emails, phone calls, bad online reviews and nearly two weeks to get them to arrange an alternative flight and e-ticket. They take ages to answer your call, when they do, they tell us to email, but they won’t answer emails. Never ever again.”
“I had a reservation for 3 preferred club rooms, I amended my reservation to 5 people vs 6, still 3 rooms, I asked if 5 people would make a price difference, they emailed back and said it was 228 dollars less, sent me a link to pay the new price, what they did not tell me was they downgraded me to premium rooms NOT preferred, I emailed within 24 hours, no answer, called and was informed, sorry you agreed by clicking the link, it was right there in black and white, we cancelled your rooms and amended your booking. Total bait and switch, now I have 5 people in premium rooms NOT preferred and it will cost $900 to get preferred rooms.”
“I have just called one of the operator @ 16:40 he was very rude on the phone and hung up on me.
Was not willing to listen to me at all.
This is the third time i am calling the same they keep on lying about everything.
Operators are extremely rude
Would give 0 star if possible”
“Booked flights on a Monday only notified on Thursday flights had gone up by £100 each flight after receiving a confirmation email they were booked, how are they allowed to do that. The advisor then charged the incorrect amount on the extra payment, incompetent, do not use!!”
“I have contacted this travel agency few times and I am very disappointed.
1. Our flight has been cancelled but they did not inform us. The only reason I found out that this has been cancelled because we know someone travelling the same time and same airlines with us. She was informed but we aren't. If I did not call then who knows when they will contact us.
2. We called and they are not helpful at all. They insisted we have to reply to the email they sent us. I dont get the point of having someone to answer the phone and insisting they couldnt help also.
3. I truly understand that the cancellation is beyond their control but they just wont help to contact the airlines for some arrangement because of the flight cancellation. This isnt just a 3hrs wait but we are talking 19+ hours. Airlines wouldn't assist us because it was a third party booking. Therefore, it is supposed to be the travel agency's responsibility to communicate with them on each customers behalf but they refuse to.
4. Call centre agents are rude and just wont help at all.”
“Scammers and thieves. I bought a ticket, suffered an injury one day before travel, hospital told me I couldn't travel anymore. Spoke to the Airlines they said if Travel up contacts them they will approve the refund. Travelup refused to contact them and refused to refund me. I spent 5 days working on this, endless emails back and forth with Shawn Samson, to no avail. This agency will do anything to keep your money. They have no decency and no conscience. Do not book with them. Beware.”
“Travelup is very bad as they didn't notified when the Flight was cancelled, we had checked ourselves and rebooked in last minute. Travel up is very bad, if we had not checked in Airlines portal(one week before), we would have been in big trouble. Strongly recommend not book through Travelup.
Customer service is very bad too, they were picking up phone after 10 or 20 mins in queue but were silent without answering any at all, happened few times, at last answered after few attempts.”
“Don't book with this company.. They are a SCAM. I was due to travel in Aug but due to the new rules by the Turkish govt removing Nigerian passport holders from the list of countries eligble to apply for an evisa I am no longer able to travel. For a £972 ticket for myself and my wife they say we are only due £11pounds. Is that not ludicrous!!!!
I will keep calling you guyz out until I get my full refund. This company is a SCAMMMMMMMMM”
“Fine if all goes well and there are no issues
Once there are problems with the airlines then long wait times and poor service resulting in unwanted stress
Call centre staff incredibly poor”
“Milo Grey was great in processing my cancellation but the company deserves 1 star because I am waiting over 8 weeks now still haven’t received my refund. This is a scam alert.”
“As a company it has been a total nightmare to rebook, as I had a voucher! I spoke to many people and I felt everyone was always passing the buck! I was put on a hold a few times and the line went dead for about 10minutes so I eventually gave up! Then everyone was saying different things! I rang yesterday to be told I only had £990 on my voice and would have to pay £600 extra to rebook flights, but then today I had £1,082 on my voucher and only had to pay £338 for the exact same flights!! So be careful! As I company I wouldn't use them again! But I was very lucky to speak to a very helpful gentleman today Nash Davies who helped me get it sorted! If it wasn't for him o don't know what I would of done so thanks Nash Davies for your help!”
“please avoid this agent for your holiday. We booked our summer holiday to go to Korea from Edinburgh but they booked it not connected flights and between flights had an only 1 and 45min so we had to pick up our luggage and check in again also we have to travel terminal 5 to 2 in Heathrow. We never had an any information about this ticket before checking in. Definitely it wasn't enough time to made it but agent didn't say sorry or apologises just said nothing we can't do. Finally we lost nearly 5000pound and completely ruined our summer holiday. I was totally stuck in Heathrow airport with 2kids because of that but no help at all. Since that happened this agent isn't pick up our phone call, email response was robotic chat came through. Even when my husband emailed them and they emailed us back with horribly wrong name with it too. They are not responsible nor respect customer at all.”
“Very good to book over the phone since online payment sytem was not accepting my card. But after the booking is done they beg you for feedback I got 2emails for comments and 5stars. Then when you email them for anything else no one answer it's been a couple of emails since 1month of booking and no one is getting back after 3weeks verybad customer service at the end!!!!”
“Hi,
I personally do not recommand you guys to go with Travelup.
On other hand would like to rate the top performance of 'Kyle Roberts'. I had a very bad experience with Travelup and customer service, No ine from customer service wants to help me. I called Travelup on many times and request them to book my flight with voucher, few times travelup agents were simply keep me on hold for hours or keep them self on mute and do not speak a word. Below are few calls what I remember were:
On 28-07-2022 at 14:50 - spoke to Jana - Said will call back - She did not call back
On 04-08-2022 at 16:47 - spoke to Junaid - said will send email - Never received it
On 04-08-2022 at 17:55 - spoke to kyle - said will email and call back -Appreciate his honesty and effort - He did email me and called back
My voucher was not issued and need to chase travelup for 1 year to issue it.
On 21-11-2021 at 14:10 - spoke to Bryne - he issues a voucher of amount £340 valid untill 30th Sept 2023.
Now today, Kyle called and said the voucher is of £173. I was so fedup if travelup. I just said ok please book it because this was from Novenber 2020. It is not fully resolved with a satisfactory result and unfortunately unwillingly I had to book it through them with the voucher. The voucher Should be used on British Airways and Should be from Travelup. The voucher amout what was issued is not the same, which was very disappointing, not sure who took my money. I try call British Airways they said please contact the Travelup for the answer, and Travelup do not have answer for it.
I still do not recommand the Travelup, unfortunately if you are still with them for any reason you can request to speak to the agent Kyle Roberts.
Kyle took the responsibility to get my booking done, thanks Kyle.
Regards,
Asad”
“Avoid this company like the plague,
I bought tickets to on SkyScanner for two people at the value of £2400, the booking was under 'British Airways and Qantas' but without any update or warning they pushed us onto an American flight chain and were met with restrictions with Visa's not being possible,
I called these people and along with speaking with 3 terribly rude representatives, I was told that they would happily cancel the flight that they falsely advertised me, but it would come at a £75 'Administration fee' per ticket which I am happy with.
However, on top of this with absolutely no justification what so ever they told me that I was liable for a deduction of around £1800 in my deposit leading me to have a total refund of £389 out of £2400.
I then proceeded to get in touch with them and was unable to get any assistance, so I took matter into my own hands to call American Airlines to see if they could make the most out of the situation and put me on a neighbouring flight. Upon discussing this with them they told me that their cancellation fee for their flight would be $200 per ticket (£164.50), so in other words this company under their scam attempt of upselling a falsely advertised ticket has practically robbed me.
I have been building my case to present for a credit card claim in which will have magical results following voice recordings and other written evidence. Thank you for ruining a once celebrated family holiday and leaving a bad taste in my month.”
“Booked my holiday with TravelUp costing over £4000 but then a few days before our flights our flights were cancelled and it was not my fault. TravelUp could not offer me any alternative dates and instead held on to my money. After many hours on the phone and many calls to them followed by so many emails it took them months to refund only part of my initial purchase price. I will be escalating this case to get the money they have held onto back. Our family holiday has been cancelled. Very bad customer service, delayed communication and have no regard of destroying our family holiday and then holding on to our money for so long. The children are so distraught they can not go on the family holiday this year. I will never use TravelUp in the future and ensure all family and friends are aware of this via all my and my contacts social media accounts. I am a very disgruntled customer.
**DO NOT USE TRAVELUP EVER AVOID ***”
