“Rude, dodgy company, most of these 5, star reviews have been fabricated by the company they are not real. It's just a few Arab guys who have set up a company ripping off travellers.
Very rude staff, no negotiation in regards to flights. Will not help you if you have already booked with them. They were racist to me on the phone.
One man in the office told me that we have your money now you can't do anything about it.!!
Do not book!!!!”
“I was not happy with the customer service. I never received a confirmation, so I called and they told.me I should receive something in 48 hours. After about a week I emailed support and the response was "I'll let you know when we get a response", which was over 2 months ago. The hassle and lack of service is not worth the $20 difference I saved. I would have rather paid more than deal with this company again.”
“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.”
“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.”
“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.”
“I booked the ticket from heathrow airport but when I paid to them I found my flight is from Stansted airport,then I emailed them and they said we can't do anything,you have to pay extra £390 to change it,that's the worse experience I had ever in my life,don't recommend it.”
“I cannot leave 0 stars which is my true review of the customer service provided by TravelUp.
Unfortunately my flight destination was changed by the airline thus leading me to cancel my flights (Icelandair were fantastic and apologetic about this).
As my booking was through TravelUp I needed to request the refund from them.
I was on hold to customer service for 1hr 36mins before I gave in as there was no answer ( 1st in the queue for 30min).
I then called back (just to see what the wait time was) and got straight through to an ‘adviser’ who informed me the department I needed was closed.
I emailed admin at this point, 2 weeks later I’m still awaiting a reply from them
It took a further 5 days to get through to someone who was ‘able’ to help me. 5 days of long hold times, rude, unhelpful staff who either don’t know or don’t care about their work. I was able to be put through to the right department, who have emailed me
I have finally had an email reply confirming my refund, 6 days after my confirmation email.
I am now in a position where I must wait 8 weeks for a refund (12 weeks until my planned journey). TravelUp must receive their refund before they refund me
I have to wait the 8 weeks before refund team to confirm account details for the refund
I wont receive a full refund as TravelUp are keeping the booking fee and I am out of pocket the value of my flights until the refund goes through.
All this time flight prices are increasing to rebook my flights
I feel like the biggest looser”
“I booked a multi destination flight ticket with Travelup. The time of one of the flights changed to two hours earlier. I was not informed by them. I had been unable to check in online. Travelup did not respond to communication while I was abroad so I had to buy another ticket. When I got home and chased it up I was advised by the airline that they would refund the money for the ticket that I bought but I had to do this through travelup. They agreed and said it would take 6 weeks. It's now been over three months. I haven't had my money back and they do not respond to communication. So I now have to use legal channels to recover my money. They are cheap and probably OK if you don't have problems. But if you do you won't get any assistance. I fly pretty much once a month and they have lost a lot of business from me as I won't use them anymore even if they give the cheapest rate.”
“Terrible service, still awaiting a callback after sending 2 emails and also speaking to a customer services representative today who promised me Liam who is dealing with my request would call me back!!”
“After booking flights with them and told on their website we didn’t have luggage I subsequently purchased extra luggage only to find out on check in that we had free baggage. Impossible to deal with these as their customer service is horrendous.”
“Their customer service is horrible, very rude people, don't know how to handle matters, my flight details were changed 3 times! Its very frustrating for me, even if its the airlines fault, but these people as a company should know how to talk to customers!”
“Our outbound connecting flight to Manchester was cancelled by Flybe about two weeks before departure (no surprise), so Travelup then rebooked us on a connection with 20 mins between flights. Clearly this was unfeasible and I made them aware of this. Their response was to act as if it wasn't their problem but rather the airline. As the agent, they should be sorting this out. After many days of sorting other options myself, I basically had to tell Travelup what flights to book us on. Completely useless as a agent when something goes wrong.”
“I had booed 4 multi-stops with Travelup 1st time by Skyscanner after payment has gone true & confirmation back . they are 3 flight wrong & time flight, Try to contact the staff at 9.15pm at night & tell me to call admin flight 9am -6 pm next day, Yes I did & been talking all day but nobody can help me & you will have to pay for the fee that way Travel make money for . Not my fault & double check before making a payment. I will have a meeting in Taiwan 10 am How on earth I will book my flight at 7.50 am from Taiwan to Bangkok. very upset & headache, No more this Travelup. Also, I will send the email to Watchdog & Channel 5 investigate this agency xx good luck the hell Travelup”
“Customer service inexperienced, aggressive and unhelpful.
We were told that we would get seats together and on that basis went ahead with the booking, only to find we were separated.
They may be cheaper, but there's a reason for that.”
“NEVER AGAIN! Scam pricing, offered 100 GBP flight, in 1 min to fill in the details they raised the price to 135 and raised the car rental price too! Then it added parking which I didn't want and could not delete it until I went back 10 pages and started again, which dumped all my info so I had to enter it again. Then after confirming payment a day later they emailed to say I had to call my credit card company and get the authorisation # from them....which they will not do. I then phoned travel up only to be told I could only email them and they would answer within 2 hours, which they did not! Then with 1 hour left before british air cancelled my reservation I had to rebook directly! I would have had no flight otherwise....absolutely the worst experience and waste of time I ever had with a travel site!”
