“I booked two tickets to Innsbruck in April 19' for travel in November 19'. I booked hotels and accommodation for my travel and stay only to find out in September 19' that -
"Please be informed that your flight has been cancelled and no alternative flight is available to offer. Please confirm so that we can apply for a full refund for £xxxx.
Please confirm how do you like to proceed."
While this was upsetting I am aware schedule changes are not the agents fault but rather the airlines doing most likely because of economic conditions making it more attractive to take a route out of service but what followed was diabolical at the least. When I replied and asked for a full refund I was told -
"Thank you for your email. Your E-tickets has been proceed to be refunded.
Kindly contact us after 3-4 weeks to get your refunded amount which is £xxxx"
I wrote back explaining the issues with waiting 3-4 weeks for a refund being unreasonable in addition to the fact that why i should be making further chase ups to return my money when you should issue the refund automatically. The response was -
"Thank you for your email. Please be informed that the amount will not be directly transferred into your account as the Airline will transferred the amount on our BSP Link which will take 3-4 weeks to be reflected on our BSP Link.
Once we will receive the amount from the Airline we will update you accordingly."
Again, regardless of what agreements there are between the airline and the agent the agent should refund the amount due if they are aware that a sum is due to be returned to their account through "BSP link" rather than have the customer further inconvenienced and disrupted. I have lost hotel money and other costs as a result of this and there was no attempt by the agent to find an alternative flight to assist me. In all honesty they have looked to wash their hands of it and leave you to your own devices.
I subsequently went to BA who provided documentation to show the amount was refunded to the agent on the 11th of Oct but the agent has held on to the funds and are not releasing this.
I am now in the process of reporting this to ABTA.
Beware and avoid at all costs! There are plenty of other good reputable agents providing superior service and price.”
“I have been in touch with two members, Fleming Grayson and Sofia Smith. They both have been supportive and provided an excellent service. All my family members use Travelup as their customer service is great. I highly recommend this company for booking air tickets. Trust me! You will not be disappointed. You will thank me from your heart!”
“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”
“Recently I was contacted by customer service offices Janki - Ticketing Department about minor change to one of my flight legs of OJ Ticket. Needed my confirmation. As it doesn't affected to my other legs to final destination, I sent my confirmation, and received the ticket with the new flight times. Very quick and smooth process. Fully satisfied by the job and personal attitude to me by Janki.”
“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”
“Fleming Greyson, from schedule change department was kind and kept me updated about the changes in my flight schedule. I was listened to and accommodated as much as possible. Thank you Fleming.”
“I recommend travel
Janki sent me an email saying that my etickets times has changed wether i want to accept the changes or not which is very nice i 100% recommend”
“Fleming Grayson was patient and very understanding given that BA just cancelled our flight home!
He reassured us and booked us an alternate flight even though he had clocked out for the day. 7*Customer service from him. Wish there were more of him in this day and age”
“I was very pleased how my query was resolved by a guy called Fleming Greyson from Travelup.He has excellent communication skills and responds to emails quickly.I would highly recommend him.”
“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.”
