“Absolutely horrible experience. Wrong phone number on the booking form and when i did get through after a long wait i was told to e mail.
Car reservation was made but i go no detail back on which car company the booking was with
i called again and the agent hung up the phone on me.
Terrible. I will never use them again. Very rude and poor product.”
“I had the flight cancelled on 08 December, and offered a flight day later accepted change and I am on the airport and they telling me that my flight has been Void.”
“TravelUp is not an easy site to navigate. In order to pay for accommodation, you need to e-mail them. They then send a link on which allows you to pay for the service but the link is only active for a limited time. It's all too weird and difficult. All other sites that I have used are simple to navigate in comparison.
What's more, when you decide to cancel because it's getting all too difficult, they take your deposit - no refunds.
I would highly recommend that you avoid this site.”
“I had to reduce my booked 14 night hotel stay by one night and expected the refund to be the cost of that one night (£66) minus a £10 admin fee per person.
So the refund would be £66 x 2 = £132 minus £20 admin= £112.
But the agent said he would rebook the entire 13 nights which he claimed was now costing £68 a night (even though the lower rate was still showing on their website!) and my refund would be just £58. Nah - I couldn't work that one out either!
Despite exchanging e-mails and talking to Travelup agents, I have been asked to jump through so many hoops to get this paltry refund amount, that I have kept my booking as it was.
I think the problem was compounded by the fact that neither of the two agents I spoke to, Danny Morrison and Charles Tyler were very articulate and certainly weren't willing to put in writing an explanation.
So much for "free cancellation".
Shan't use them again.”
“DONT USE THEM
I booked a flight 2 month before I was going and thought the service was good and easy to use. THEN THEY CANCELLED our flight. The reason was the flights have gone up and I need to pay extra if I still wanted them.
They shouldn’t b able to get away with this. I ended up booking with another company and had to pay extra.
This company won’t give me a refund for 2-3 months
I WONT BE USING AGAIN”
“Airline cancelled my flights and have refunded my money to Travelup. Travelup have kept that money and they have not refunded it to me and are not responding to emails.”
“If ANYTHING on your booking needs to be changed then good luck to you. 5 months after I was told my refund had been accepted and was ready to send I am yet to receive a penny.
To this point I have sent exactly 74 emails, made multiple calls, and I am still being given the same excuses and lack of information as on day 1.
The few responses I have received have been short, vague and littered with errors. I discovered the company is run from a residential property and I have major doubts that the company is fully legitimate. Without a doubt the worst customer service I have received from any company in any field. At least I have learned to book direct.”
“Booked with Travelup to got USA. Good price OK, but was not informed the price included NO CHECKED BAGGAGE, so when I got to the check ins it cost me another £300 . A lesson learned - never again. Book direct !! What an absolute con to make you think you are getting a best price deal!!!!!!!!”
“My flights were cancelled so was offered alternatives on same day which also got cancelled. I was then offered return flights 3 days after I was due to return which I rejected.
I was then told to cancel my booking but my refund would be a minimum of 8 weeks and it would be minus taxes and admin costs. This company is disgusting as I then went online to fine the same flights but twice the cost of what I had originally paid
I would advise everyone not to use this dishonest company”
“Travel Up took payments for our trip to Thailand including internal flights.
I was contacted months later to say that the last leg of my flight London to Manchester could not be completed as the flight times that I was offered was not available. Why would a company offer a flight when its not been posted by the airline?
I was offered a flight back from Bangkok the next day, but this did not suit our travel plans.
I contacted BA to see why the flight wasn't available and they said that they only list flights so far ahead. I then asked was I booked on to any other fights that I had paid for and I was informed that I wasn't booked on any flights with them and the plane was almost full.
I again contacted Travel Up who denied this.
Weeks went by and Travel Up again changed by return flight to the 10th January. I again informed them that The only flight that needs changing is the one from LHR to MCR yet they continually change the wrong one.
This is becoming very stressful and the customer service is awful. With Travel Up sending the same emails back to be when all the need to do is change the date of the last leg. Which was a leg that they took money for but could not honour.
I have now asked for a Senior Manager to Call be and a copy of the complaints procedure.
My advice is there are lots of agencies doing flights with sometimes just 3 or 4 £ between them.
I raised this matter 2 weeks ago and they still have not contacted me.”
“We purchased two tickets through Travelup for a flight on Virgin Atlantic premium class at a good price for Orlando,....after logging into our booking we realised they are selling economy seats as premium seats so it was not in the cabin class we booked.
I received a call from a representative from Travelup (Jade Turner) who said that the tickets were now not available and emailed me the two reasons on separate emails to why the tickets had to be cancelled (for some reason she changed her mind from the original reasons given over the phone)...... I said I would call the airline to check this out as it sounded like a scam as her replies seemed very generic and unhelpful.
1st excuse was due to GDS system synchronization issue & 2nd excuse was that the particular premium economy deal you booked is not valid anymore.
Virgin Atlantic confirmed that both of these excuses were not true as there was plenty of availability in this particular cabin and that it may of been a way of up-selling tickets to customers.
Be very careful when booking with this company as they move the goal posts and tell you lies to suit them to cover up their mistakes after you have booked and paid for your tickets.
Obviously I will not be using or recommending them in the future a very disappointing experience which has also been reported to Virgin Atlantic for further investigation.”
“We hopefully have a reservation coming up through travel up. The dates are incorrect, there is one day we didn't ask for. We informed them of their error and they informed us they couldn't change this. They also tried to charge us because of the change. We have waited over a week for the answers and we leave in 18 days. We travel globally 4-5 times a year. I never had this trouble with any other site. Buyer beware. Rude agents who are not helpful. Very slow response time. Not customer oriented at all.”
“On 17.11.2019, I wanted to book a hotel in Trivago.
The Travel Up group recommended the Dubai Atlantis Palm Hotel with my favorable offer.
I paid the requested amount. I did not receive a reservation for a day and then told me they could not book our accommodation.
They asked me to pay cc15% extra and they could secure the accommodation. Finally, my 3 year old child chose this accommodation based on the Hotel video.
So I transferred that amount as well.
Then one day they rewrote it:
Hi
I am really sorry we were unable to confirm your booking on this occasion.
Your refund will be processed to your original payment card shortly.Please note it can take 5-7 working days to show in your account.
Once again please accept our apologies if we can assist you further please do not hesitate to contact us.
Kind Regards,
Nick
Hotel Consultant
TravelUp Group
Sales Telephone numbers:
UK 01189 707473
Australia +61 2-8310-9960
Ireland +353 1 903 8797
USA +1 646 844 9197
Canada +1 647 243 3958
New Zealand +64 4488 0420
TUG PLC
NEVER BELIEVE IN THIS WINDSHIELD MANIPULATIVE COMPANY !!!!...”
“NEVER USE THIS COMPANY AGAIN 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. I am still waiting for money to be refunded. Contacted customer service without success.”
“Be careful with flexible bookings. A cancellation fee will be charged by person (20USD) which is only hidden in the terms. I.e. even if you book a single room but for 3 people they will charge for this single transaction 60USD.”
“I wouldn't even rate this company a One star. They are absolutely cheater and liars. Their customer service is awful they don't care for their customers at all. I had book tickets few days ago and 2 days later they informed me those tickets were not able as the transaction took time to verify from their side. On the day I had booked the tickets they had taken the money and I received confirmation of emails. When then I checked for the options there were none available and the tickets prices had gone up by £150. I was told they couldn't do anything even though I had a booking confirmation. I wasted 6 hours with them on that day in the end they decided to refund my money because they couldn't give me the same price for the booking because they wanted to make extra money. I wouldn't recommend any one to book with them they are complete waste of time and they don't even care for you. You just will stress out and then you will have to look for another booking. This company should be banned from selling tickets.”
“Horrible experience. Terrible (non-existent) service and extremely unprofessional employees (Charlie Osborne - Admin Officer). NO answer on their emergency line (after calling multiple times). BEWARE OF THIS COMPANY. This is by far, the WORST "travel agency" I have ever come across.
I booked a return flight London to Beirut with Travelup, and needed to push the first leg of my trip back a day. When I emailed and asked them if I could change the flight, they said the change fee was £198. They then emailed back and said it was £295 (no explanation why it changed). This was almost 3 times the price of a new flight, so I told Travelup to NOT cancel my flight, and I booked the flight directly with the airline (cheaper and much easier).
On the day of my return flight, when I tried to check in 2 hours before the flight, the airline website said the ticket was cancelled. I immediately tried calling Travelup on their customer care line. NO answer. I called their EMERGENCY line, multiple times. NO ANSWER. I had no idea what the problem was. I was stuck in BEIRUT, and needed to get back to London that night for a family emergency. So I called the airline, who told me the flight they cancelled had no seats available (Travelup resold the ticket I paid full price for). Ended up having to spend an extra £500 on two flights just to get home. I sent multiple emails, with URGENT, in the subject line. They were uncontactable by phone. No response until the NEXT DAY! Over 24 hours to respond!
My flight was cancelled and I received NO NOTIFICATION WHATSOEVER.
Travelup's response, the next day, over email, was:
"It is not Travelup's responsibility, it is your responsibility to reconfirm your flight but you missed your flight and you knew that you have missed your flight."
NO REFUND. NOT EVEN AN APOLOGY. Additional £500 out of pocket. Placed in extremeley stressful situation with no support from Travelup who are meant to be travel agents!
WORST TRAVEL AGENT EVER. HORRIBLE.”
“This company booked the wrong dates, charged me to change the dates , and sent me an itinerary voucher for the "new reservation." I called the hotel directly, a month after I received the "voucher" to be informed that I had no reservations. This company has horrible customer service and does not do their job. This is the worst company I have ever dealt with.”
“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.”
