“would leave 0 if i could. took money then no ticket. no answer to emails and calls take hours. 1 hour on hold and told need another team, so number on email confirmation was wrong. Anyway dial new number and on hold for 2 hours before it cuts out. Have requested chargeback refund via my bank for goods not received. You have been warned.”
“I booked Finnair flights through TravelUp but when I came to check-in I found that the time of the return flight had changed. I phoned Travel Up but they told me that it wasn't changed on their system & that I needed to contact Finnair. Finnair were useless & said I needed to contact American Airlines who were running the flight. American Airlines were very helpful & they confirmed that the flight time had been changed BUT they couldn't re-iisue my e-ticket - it had to be done by the booking agent, TravelUp. So again I phoned Travel Up who continued to deny that it had been changed & I eventually insisted that I talk to someone more senior in their organisation. He did actually listen to what I told him & eventually he contacted American Airlines who confirmed the flight time change with him. TravelUp promised to re-issue the e-ticket but despite 3 emails to them while I was travelling I did not receive it from them & had to sort it out myself at the airport. Their service was truly lousy, just passing the buck, leading to a lot of time & frustration for me in getting this sorted”
“bad customer service
DO NOT USE TRAVELUP
they charge you $20 per person for hotel bookings. It’s not stated anywhere when you book your hotel except the term and conditions which is 20 pages long. When I called, they agent even hung up on me”
“Easy to book, impossible to change. I booked a no-refundable ticket (OK with that0, but then TravelUp wouldn't let me make any changes without serious financial penalties.
Their admin support email is also not responded to. They have no interest in customer service.
I also note that they haven't sent me a Feefo feedback request like they should do. These guys are cherry picking their feedback, be very careful.”
“Absolute disgrace of a company; I booked a flight for a friend and they confused both our names as I used my name when providing credit card details so I ended up with a booking in my friend's first name and my surname ... after asking to see passport details to confirm the name they became completely non-responsive to fixing the problem, phone line always jammed, about ten unanswered emails over a 2 month period ... will never use this company again, STAY AWAY as they are not ABTA protected !”
“Booked 4 return flights to Thailand yesterday, but accidentally selected the wrong month to return. They are refusing to change or even cancel our flights. Terrible service”
“booked a ticket on 08/10/19 night, unfortunately I had wrong name on ticket, I spoke with customer care team on next day morning there was no option to change, they have asked me to cancel the ticket and charged £350 cancellatiuon fee, for £433 ticket.”
“booked a ticket on 08/10/19 night, unfortunately I had wrong name on ticket, I spoke with customer care team on next day morning there was no option to change, they have asked me to cancel the ticket and charged £350 cancellatiuon fee, for £433 ticket. After a review in trust pilot , they have asked me for details then nothing happened.”
“Travel up confimred my tixkets to Alacante. Then BA called a strike (not the fault of travel up). However, when I rang the number they provided to arrange a refund, the automated service told me I was first in the queue for 54 minutes! Then, after 54 minutes, they dropped my call. I tried alerting the aganet who initially dealt with this and he ignored my response. Then I get my mobile bill and I was charged £45 for 'that call' to travel up. Even though I was no further forward. So by this time the call had cost more than my flight (one way). I then contact their head office and am assured my complaint is being dealt with within 28 days. That was 6 weeks ago. This company are a sham,no regard for customers or improvement, just profit pushing. I will be taking this complaint to the ombudsmen. To evident this is a real case, my case was being dealt with my 'Gary Smith' (if he exists) and the complaint number was 157525. This information was given to me by Amir at their Reading office. DO NOT USE TRAVEL UP!”
“Stay away..very poor customer service!! As other users mentioned it is a "legitimate Rip Off" company. I booked a flight with them (very first experience) and realized that the dates were wrong. I called them back within 2 mins (even before the tickets were issued) to notify this and requested a cancellation (I can prove that it was done within 2 mins), and they charged me £75 for the cancellation. £75 is 15% of the total booking amount..so for a genuine mistake which was flagged to them within 2 mins, I paid £75. Not only that, I was promised a manager would call me and it's been over 2 days and no one called. I raised my concern and sent my feedback to the owner Ali Shah but never received a reply back. Today, I received an auto email from Feefo to rate TravelUp and when I gave them 1 start only, suddenly they found time to reply my feedback on feefo but still no call or reply as they had promised during cancellation. A big RIP OFF”
“First off, I booked with Travelup because their price for a return trip from Gatwick to Tampa was the cheapest on offer. However 5 days before our trip we had to cancel our flights. The operator I was talking to said she would do that immediately, and would send mean email within 30 minutes. I never received an email, and 1 day before our flight was due, it still wasn't cancelled. So I called them again, and they said they would cancel, and that we would get £21 each refund on our £600 tickets. 1 hour before the flight, after receiving texts telling me about my forthcoming flight, I called the Airline we were flying with, BA, and they assured me our flights were not cancelled, and that they were probably calling our names at the aircraft gate.
This totally not good enough, BA had no chance to re-sell their seats, and I feel very aggreived at Travelup's cancellation policy. I will never try to fly with them again.”
“My 14:25 Air Canada flight to Toronto on 9th Oct 2019 was cancelled. Travel Up informed me of this by email on 30th September. I was later told by Air Canada that it had been cancelled on 19th September so it took Travel Up 11 days to inform me that I had been put onto a different flight at 06:40. This would mean I would need to leave for the airport at 4am and spend 9 hrs at Toronto airport waiting for my connection to London. I replied to the Travel Up email requesting an alternative flight at 09.55 which would work better for me. I got no reply. I emailed 3 times in the end and got absolutely no response until 8th October, the day before my flight. The response completely ignored my request and stated that my new e-ticket would be emailed within the next 72 hrs! Fortunately it arrived before I had to leave for the airport. I had no help from Travel Up at all so contacted Air Canada. I cannot praise them enough. They understood the terrible situation that Travel Up had put me in and helped me. They were so efficient. As in other reviews I have read I was asked in the Travel Up email to give a positive review and name the Customer Services Assistant. I shall do neither and will not use Travel Up again.”
“Travelup Changed my flight times, which is fine as that happens with airlines. But it was changed by 7 hours. I then asked for refund and was refused. Then I asked for escalation as I read on their website that if delay is more that 2 hours you are entitled to full refund. Hardly any comms came from. Them, until I picked up the phone and spoke to the advisor which I wont name here. Finally they said they will provess full refund, and sent me an email that it will take 8 weeks altogether and after 7 weeks i must contact them again and they will process the refund in 1 week. Is that a joke? How will i remember to ring them after 7 weeks. And look at the cheek , customer service advisor asked me to review them and provide them positive review. Its a shame. Again not going to name you as I beleive it is companys rules, probably not your fault, although you should not have asked for review for such a poor service altogether. A unhappy customer. Never with you again. Puneet”
“booked a ticket on 08/10/19 night, unfortunately I had wrong name on ticket, I spoke with customer care team on next day morning, they asked me to call back after 9.00 AM, Tried again, there was no option to change, they have asked me to cancel the ticket and charged £350 cancellatiuon fee, for £433 ticket.”
“This company has pathetic customer service. Waiting for over 9 weeks to get a refund, still no money. I have to keep calling and still have no resolve only excuses. Extremely bad experience at hotel and now with travel site. Their fee is not worth the money. Book with someone else”
“I booked my flights, parking at my departure airport and a rental car at my arrival airport. The flights were fine but the parking was a nightmare (almost missed my flight) and when I tried to find the rental company that had my reservation, it did not exist. I did not even get a confirmation number and was charged £190.90 for something I could not use. I rented from a different company and then claimed a refund and was told that it was not refundable. Do not use this company and they will take your money without providing the service.”
“Dry good service the airline dropped my return flight so I was given another but I didn’t like the times so travel up gave me a choice of alternative flights to choose from
Fleming Grayson I believe was the person I dealt with very professional and prompt”
“Travelup, booked the family holiday all seemed good, services seemed ok , but then when we had issues abroad no answer on the emergency contact number, our transfer refused to take us from the hotel to the airport even though paid for as part of the package holiday? Sowe had to make our own way to the Airport at our expense. On returning home to UK contacted Travelup, initially fobbed off then got told to wait 28 days for a response. Eventually got refunded less that half the cost I paid to get me and my family to the Airport, needless to say I won't be using this company again. Very poor customer services, felt like once they had your money your on your own.”
“This was the review I left before we got to the airport.
Nice and easy website to use. Best price around for what I was looking for.
This is the review I am leaving now.
A few negative reviews hit the nail on the head. When you have paid all the money you have got to do all the groundwork to try and make sure your holiday runs smoothly. I had to contact travel up prior to my holiday because they hadn't sent me and documentation for my holiday. The person I spoke to was very cocksure of himself and sniggered a few time as if to say that I don't know what I was talking about. When I said to him that I hadn't received any paperwork he laughed and said there is nothing to worry about and I would receive it a week before I fly. Next minute all the paperwork came through in an email. In that email, there were my flight details. When I booked the holiday a prebooked my seats on the airplane. In the documents travel up sent me was my pre-booked seats clearly stating my seat numbers which I did on their website. We arrived at the airport on the day of our flight and when we went to check-in, the assistant from Turkish airlines said that travel up hadn't paid for the seats and we could not have the allocated seats and we would have to sit on different parts of the plane. She also said that this was a common problem with travel up. I sent travelup two emails and they replied to the second one. They told me that they don't allocate seats on their website and if I had a problem, I was to contact the airline. I then sent travelup a copy of the document that they sent me with their logo on the top of the page proving that I had prebooked the seats. I didn't get any reply, so I have sent another 2 emails and still nothing. We book these travel agents to ease the stress on holiday, but it seems that they don't give a dam after you have paid the money. This is the first and last time I will use them.”
