“Oh my gosh! Do not use this company! Totally uncaring, unhelpful, and untrustworthy. NEVER use this company. They are horrific! The are rude, and disorganised. They give the kind of shitty service you'd give if you didn't want any customers.
They will make mistakes on your tickets and deny it was their fault
They will refuse to change the mistakes without charging you the same price as a whole new ticket
They will take weeks to respond to any emails
They will not call you back
They will not take your call (calling costs £ per minute too I'd like to point out)
They will avoid answering any specific questions you ask. Repeatedly.
They will not try to help you in any way possible
They will ignore your request to make a formal complaint/escalate your case to a manager etc
And in the end, after 2 months of stressing and wrangling with them, you will buy a ticket direct with the airline rather than giving them any more of your money (even though it will cost you more to do so).
AVOID!!!
Small note: I am a Customer Services Manager at a big international brand. This is so far out of the league of customer service I'm astounded this company can even survive.”
“Very dissapointed with their service .Never experienced such hopeless service from any other travel agents. Bought 2 tickets to Atlanta on line on the 4th Jan all paid for by card. Got a booking confirmation within a few minutes with the itenary with E Tickets to follow.Travel date was the 8th Jan. Waited till the 7th and no E Tickets yet . Rang them up and the agent I spoke to said he will call back in 15 mins. Waited for 30 mins and no call so I called back and was told to wait for another 30 mins as they had to sort this out. Again no call so I rang back and was told the matter had been passed on to another agent. This went on for quite some time and I was getting frustrated as we were flying out the next morning.Eventually I spoke to another agent and was told that due to some problem with the system they were unable to issue the E Tickets and if we still wanted to go on that flight we would have to pay a considerable more money.I rand the airlines to find out if they were still holding my reservation and was told the travel agent cancelled them on the 5th Jan.I was fuming at this point and rang Travel Up again with this information and they were having none of it. We ended the conversation on a sour note and they refunded the money back into my account.At this point the fares to Atlanta sky rocketted due to last minute and we were unable to go thanks to Travel Up”
“At the time of booking, I was pleased with how quickly everything went. Upon arriving for my early morning flight (which required a wake-up at 5 AM with a small child), I found out at Heathrow airport that my flight was cancelled. The airline had re-booked for an afternoon flight and notified the travel agent (Travel Up), who obviously did not bother to contact me to advise of the changes. Just poor customer service - which adds so much to the usual stress of air travel. Not using them again.”
“Absolutely terrible company and customer service, please stay away and not book. i had booked my wife and daughters ticket with them and unfortunately we had to travel before the actual travel date in the event of emergency (my father passed away in an accident). therefore i had to cancel the original booking and they told me it will take 8 to 12 week, waited that long and airline had fully refunded after taking the evidences however TravelUp charged me about 30% of admin fees which is ridiculous.
i had my ticked booked with travel trolley on the same flight and they have refunded me full 100% amount. you can spot the difference between 2 companies.
Absolute crap company, even airline had fully refunded in the event of death or emergency but this 30% of ticket price which is loads of money.
STAY AWAY!”
“Oh my goodness. In my 15 years as being legally classed as an adult and having to deal with companies, I genuinely have not had such a unpleasant experience as the 4 hours of my life that I lost wading through the endless incompetence of so-called travel company, TravelUP. Now I certainly don’t want to over dramatize this but I’m assuming the feeling that I had in the dark week of soul searching, wondering how the human race could of barfed up an entity as useless as TravelUp, must have been very similar to how people feel when laying on their deathbed, just waiting for the icy grip of the grim reaper to free them from their unbearable mortal existence. At least that’s what I felt like while being on the phone to TravelUp. Literally, if it was the choice between driving a formula 1 car to victory, getting out, then taking a penalty that won England the world cup in front of the 100 sexiest women of all time, but having to do all of that while on the phone to TRavelUp. Or, having my favourite childhood pet (Professor Rummage, the Guinea Pig, in my case) mangled by a threshing machine, but NOT having to ever be on the phone to TravelUP, I would say bring on the cute animal and dangerous farming equipment every time. All things considered, I probably wouldn’t recommend them.
So what did they do? I booked a flight through them for a big Christmas reunion. Turns out the flights didn’t exist. I.e the airline does not actually fly to that destination. Full Stop. They didn’t tell me about this until I rang them (If I hadn’t done this, I’d probably still be blissfully unaware that my flight didn’t exist and any hope of getting to my destination would rely on me turning up at the airport and flapping my arms vigorously on the runway until the police led me away for a bit of a talking to about the laws of physics and why it’s generally not acceptable to that at Heathrow airport. ).
Then all hell broke loose, they refused to sort the problem so in the end, I had to ring the airline directly and sort out the mess. TravelUP agents hung up on me when I asked tricky questions like “When am I going to get my Money back”. Overall, the whole experience cost me and extra £200 in last minute flights and a severe denting of my confidence of other human beings being generally well m
eaning individuals.
Congratulations TravelUP you have genuinely made me question my faith in Humanity. If you get a chance, please stop existing.”
“Dreadful company - Just interested in money!
My parents booked flights to visit my Brother for Christmas 2015 in Dubai. Unfortunately, my Mother was rushed to hospital with Leukaemia and is undergoing chemo and a bone marrow transplant. She did not have insurance as she was just about to purchase it before being taken in. During this awful time, I have been cancelling anything that she has booked - theatre tickets, train tickets, airport parking and although they have all been non refundable, every company has given a full refund which has been amazing.
I contacted Travel Up and explained that they need every penny so my Father can be with her in hospital every day as its a 45 minute drive each way and the hospital parking is a lot and also explained the treatment she would go under and also how stressful and upset we all are. I got a standard reply from them saying and I quote NOT refundable - no mention of anything to do with my email or the situation we are in. I called Travel Up and they were very dismissive about the whole thing. Re-selling these flights at Christmas will not be an issue for Travel Up and I am sure they will sell them at triple the price....
I decided to call Pegasus as this was who they were flying with and they really wanted to help and give my parents a full refund, but said that because they had booked with a travel agent, the travel agent held the copyright to the flight and unfortunately there was nothing they could do.
Pegasus even emailed me after speaking with them and told me to make sure Travel Up contacted their correct department. I forwarded this email onto Travel Up and got another email saying that even with medical notes, the flight was non refundable. I explained that these were exceptional circumstances, but they were having none of it. If Pegasus wanted to give us a full refund and I can say they have been very helpful and supportive. You can draw you own conclusions on the business ethics of Travel Up!”
“I booked flight from travelup company to Hong Kong tonight. Now I am stuck at Heathrow airport as travelup company didn't issue a ticket to cathy pacific but they have taken the full amount of money from my credit card. They are doing internet scam! I also Called the emergency number of Sam and ken, it was their house telephone number with screaming kids on the background, they both ignored my complaining. Stay away from the company. They will provide lower price to attract customer but they will mess up with your travel plan. The company have a whole bunch of dishonest people work there just try to do internet scam.
Fraud!!! Fraud!!! Fraud!!!”
“This is a terrible company - do not book through them! A lot went wrong with our booking but the main issue is that they didn't issue our tickets properly, and didn't tell us that our flight times had been changed. This left us in a situation where we were stuck without an actual ticket, with BA and American Airlines saying our travel agent (TravelUp) had to call them to issue the ticket properly otherwise we couldn't fly. This was out of hours so we called the emergency numbers for Mr Ken and Mr Sam. At this point we realised we'd booked with a dodgy company - we were calling someone's house and Mr Ken/Mr Sam just screamed at us that we were waking up his kids and he couldn't help us. After lots of screaming we had to give up and thankfully the airline managed to fix the issue, so we at least had a ticket, although we still had to finish our holiday half a day earlier than expected due to the flight change that we hadn't been told about. Extremely dodgy and god knows what would have happened if we'd had to buy new tickets and claim the money back from them.”
“AVOID!
Travelup was a default chosen travel agent from booking through sky scanner. What a learning curve this has been!
To start with I received the initial E ticket no problems and there was no need for concern. Now usually I do not check 72 hours before departure as you expect the travel agent to notify you of any changes. Well, as my wife and I arrived in Hong Kong for our onward flight to Borneo we discovered that our onward flight had been cancelled months ago! This was a hugely disappointing start to the honeymoon. I rang up the travel agent and they were very dismissive, saying it’s my responsibility to check 72 hours before, even though in their terms and conditions they advise they will reasonably advise of any changes in advance of your departure, and we had received nothing! There was absolutely no sympathy from the company and they were quick to put the phone down, absolutely awful customer service. Ended up having to pay for a new flight and trying to get the money back has been impossible with radio silence from the company.
Would not recommend to use this company, especially as they are not an ABTA member.”
“Avoid avoid avoid, rude staff, useless customer service, I've waiting over a week for a response from a email, plus countless calls to the office, when you get through staff are rude don't think I heard one please/ thank you, although mostly couldn't understand anyway, worst company I have ever dealt with, and that's saying something!!!! Please book through someone else. Cheap flights are good, but I would have much rather paid a bit more and dealt with a decent company!”
“My flight was canceled and I discovered that just by chance looking at Airline Website. Called Travel Up. They told me that they changed my flight and now it is one day earlier (without asking me). Apparently they sent me an e-mail month before (e-mail which require to be confirmed - anyway never got it). I haven't confirmed it, of course, but they never try to call me with question why the new itinerary is not confirmed. Finally everything was okay but I will never use them again. Rude service, seems like answering the phone from home (children screaming in the background). From now on I will always book with the airline directly.”
“On the 27th of August we asked travelup to amend our flight from the 24th of November to the 5th of January 2016. The total price of our ticket for 2 people is £902.
They asked for £602 (which is two third of the original ticket price) to amend the flight date.
Their amendment charges are excessive and extortionate.
How do they justify such charges for few minutes work!!!!!
S Hamdi from Dorset”
“Travel up is bad news never book a flight with them they are thieves poor customer service waited in Dubai for over 22 hours no hotel and they charged me a different price from sky scanner”
“My partner and I booked 2 return flights with travel up. We received the confirmation email immediately but 3 weeks later we were emailed to be told that due to travelup not booking the flights at the point of purchase, our flights were no longer available. We could not understand why they couldn't book the flights because according to the airline, our names were on the flight and so it seemed they were refusing to pay for the flight (possibly because the price had gone up since we booked). They did offer to give a refund but this would have been of no use for our holiday as prices would have been too high by then. After many phone calls and finally speaking to their manager, they did manage to find us alternative flights. I still had to call them again to remind them to send the new e-ticket. I have never experienced this type of service before when booking a flight and it was unnecessarily stressful, I would avoid if possible.”
“Travelup charged us for two tickets for flights to LA but then emailed 2 days before we were due to leave saying one of the tickets hadn't been confirmed. It was the first we'd heard, they hadn't thought to warn us until the very last minute, and we'd had confirmation emails for both tickets. Being paranoid, I'd also rung to ensure that everything was finalised and was assured that there were no problems.
Once we got the email, I rang them and it transpired that they had forgotten to email. We have had no refunds, have been charged for the ticket, and my boyfriend is unable to come on the flight even though the seat is reserved and paid for due to a pedantic error that we were not made aware of.
Do not use Travelup - I rang them and was shouted and sworn at.”
“Do not use this company!! Read the reviews, we wish we had. They took over £1400 for 3 flights to America but never sent us out e-tickets. When we got worried and contacted them with 1 week until our flight (absolutely no contact from them bar our itinerary email on the day we booked) we were given the run around for several days and told everything from there's a computer problem to blame placed on the airline that the flights had been pulled. We decided to contact klm directly only to find out we actually had been booked on the flights on the day we booked but they had to cancel our booking as they had never received payment from travel up, despite them having our money and us currently being charged interest on it on our credit card. Travel up then offered us either a refund or we could pay £700 more to go on a flight a day later. We felt this was ridiculous and since have read reviews that this seems to be their MO. They take a gamble and offer flights at a low price to reel customers in, then when the airline says the flight will be more which will cost the company they wait until the last minute and try to extort the money out of the customer as they know they have you over a barrel. They have ruined our holiday. It's too late to book anything without paying through the nose, our money is tied up with them while we wait for the refund (which we hopefully will get) and they are refusing to give any sort of compensation toward the fact we've lost our annual leave days and the money on things we had booked to enjoy on our holiday. We are currently complaining to ABTA and have learned a big lesson- book with the airline and pay the full price, if the price a travel company is offering seems to good to be true it probably is.”
“The customer service from the call centre is appaulling. I was talked over, shouted at, accused of lying and left on hold (at premium rates) for 20 minutes. Eventually I hung-up and called the airline directly, who were v helpful and sorted out my problem immediately. They may look like their prices are competitive but If you value your time and sanity avoid using Travel Up!”
“Complete crooks AVOID this company at all cost's! Asking for a refund but they won't even though I only booked a couple of days ago while searching Skyscanner (big mistake). The annoying thing is the airline offer refunds! But travelup don't so be advised don't use them! Normal motto is "you get what you pay for" I'll be buying direct in the future”
