“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”
“The very customer services is very fantastic! The staff are very patient and courteous. I would recommend this travel agency to anyone looking for buying a stress free!”
“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.”
“One flight cancelled by the airline, tortuous process getting in touch with the flight change personnel, took over a week to get the details. Called on three occasions, left holding on, and then cut off once, then told they coulds not handle the change”
“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!”
“I booked a round the world ticket and everything was so simple. There was a flight time change (which gives me 1h 45m longer in San Francisco) and it was communicated straight away by Fleming Greyson. I would use Travel Up again.”
“Liam was able to kick start the processing for my ticket refund after the airline diverted my scheduled flight to another town that would have made logistics very difficult for a family of 6 with approximately 12boxes.
Looking forward to completing the refund process with the airline.”
“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.”
“I had an issue with my flight schedule change which meant I was not able to fly on the dates. I had to contact the company and ask for a refund so I could book a set of new flights. The agent I communicated with was Fleming grayson, he worked really well by emailing me with every detail possible and making sure every time I called the company to speak to him he made sure everything was getting done. I finally got to proceed with my refund. I really appreciate Fleming and the companies effort and appreciate how fast it was done.”
