“Buyer Beware!
Booked a flight to Canada through TravelUp, we got an amazing price and were very happy with it. Upon checking our details we realised that although our outbound flight was correct they had booked our return flight on the wrong date.
When I phoned to try to rectify this their customer services team called me a liar and I was hung up on! Absolutely shocking behaviour, I cannot believe companies can get away with treating customers like this. Now stuck with some flights we don't want/cannot use.
We are incredibly gutted we have lost all this money and cannot go on our holiday!”
“STAY AWAY. Awful, awful customer service and really shady reliability (don't even really know if I'm all set with my booking). I needed to change something with my booking and they told me to send an email and someone would get back to me. I still haven't heard back. I called and no one is able to actually help - they tell me to call back after hours and then I got a voicemail or direct me to an email that doesn't give a response.”
“Don't book with this company .Money taken told booking and payment complete by email.Then ten hours later told different story that payment not verified . Money has been taken from account .Had to buy new flights from expedia and still waiting refund from this 2bit operation located in terrace house in Reading . Seriously dont understand how they rate so highly. Rude customer service .Stay away !”
“I booked two tickets from London to jeddah but they sent me via riyadh with 7hr stop over. Rang and emailed immediately but no response. Next day they first told me all flights to saudiair are indirect and then tried blaming me and saying they changes the flight details andand I should have checked.. refusing to amend or refund. Bank is now chasing them”
“spent ages trying to book flights which were advertised as seats available on website but after filling in all the details wouldnt let me book . eventually called and payed high phone rate to be told none of the flights advertised had available seats and the only flight she could book me on was not even on the website. Complete waste of my time and phone costs”
“You will encounter no problems with travelup until you need to make changes to your flight. Then they quickly turn from friend to foe. I called to get my ticket amended twice and the agent on the other line could not be more eager to get off the phone”
“Booked flights for me and my family with Flight giants UK, upon compeletion of final payment, Will Sparta was avoiding me. Contacted airline who said no booking existed in my name or reference given by flight giants uk. They are scammers, they dont want to refund me my money. If anyone knows them please help.”
“Worst travel agency experience I had in 20 years of travelling. no customer service. My flight was cancelled and I was not informed which cost me 220 GBP. I am chasing them for a month and they don't even bother to reply to my emails or get back to my calls. Stay away from them to save your money”
“Booked a flight with Travel up well in advance for xmas day 2016. My flight reconfirmed 48 hours before everything was fine until the day of travelling. On the day of travelling I find out my flight was rescheduled and missed!!.My flight was from Birmingham and had connection from Paris, both were missed only because they did not inform me about the changes. I contacted them on the day no emergency calls were answered, the number that is provided on their website. I still went to the airport, contacted the airline myself. Thankfully, they put me on the next flight. The airline did confirm, they contacted the travel agent. After all that, I still had to wait overnight in Paris without any accommodation, food/drink. I was not even allowed to get out of the terminal. After arriving back to the UK, I have written to them and asked for compensation and have had no reply as of yet. Everytime, I call the operators are always busy and few times I have asked to call on different numbers. Going in circle, absolutely mad!!. Its been over 28 days, they obviously havnt replied within 28 days like it states on their website. I would not recommend them at all, so disgusted, rubbish company!!.”
“Could not make the payment due to their systems. Then they sent me another link to pay via Sage Pay. This changed the surcharge on the card from 2 to 3%. It was very difficult to get any information over the phone, I spent a lot of time on hold and the operator was incredibly rude with me throughout and finally put the down in my ear. I was relieved to let go of the booking and felt panicky for a moment to be in the hands of such a company.”
“I'd read plenty of terrible reviews about this company but decided to give them the benefit of the doubt given the massive price difference between booking with them and booking direct. MAJOR LIFE LESSON: If it looks too good to be true it definitely is.
I got a call the day after booking multi-stop flights to South America & the Caribbean saying that they needed to refund my payment as it couldn't be verified by Visa. Confused, I said fine and went back online and rebooked (with a different card) as the prices hadn't changed. I subsequently called Verified by Visa who said there had been no problem with my payment (I wish I'd done this before rebooking the flights as I wouldn't have rebooked with them if I'd realised they had been lying).
Several hours after rebooking the flights I hadn't received any booking confirmation so got in touch and after being on hold for almost a lifetime finally got someone to send through booking confirmation, who said the e-tickets should follow the next day.
48 hours later we still have no e-tickets!!!!!!! Getting worried as the flights are within the next week, we called first thing this morning and spoke to a man who "guaranteed" the tickets will be with us by the end of the day (we have this recorded and if we don't receive the tickets today we will seek legal advice).
Periodically we have been checking the booking on the American Airlines website, which up until today essentially said pending. Log in today after these phone calls and see the booking has been CANCELLED!!!!!! We called up American Airlines who confirmed that the booking had been cancelled by TravelUp!!!!!!!
So this company has cancelled our second booking after taken a second payment and haven't even bothered to get in touch to inform us about this!!!! This is actually outright fraud.
This is an excerpt from their terms and conditions (found on their website):
"When a booking is made online, we will email your booking confirmation and will hold your payment. Your payment will be verified against your booking, card holder details and if we are unable to issue your ticket due to fare or tax increases by the airline or we are unsatisfied with the payment, we will contact you and if you are not satisfied we will refund you the full amount paid within 48 hours without any deduction."
This company have gone against their own terms and conditions by providing us with confirmation and taking our money BUT THEN SUBSEQUENTLY NOT BOTHERING TO CALL US WHEN THEY HAVEN'T ISSUED OUR TICKETS.
We have spent all day trying to get in touch with someone that can help and apart from the man that promised delivery of e-tickets (on a cancelled order) we have heard nothing.
This company has literally stolen £1300 from us and has another £1300 of ours waiting to be refunded.
I would not ever consider booking with this company today and will advise all friends, family and readers of my travel blog to never book with this company for anything!
Booking ref: 846518”
“I booked a flight from Dubai to Heathrow, Heathrow to Edinburgh. When I got to Heathrow I was told that I needed to get Gatwick as my flight had actually been booked from there. Following my eventual landing in Edinburgh I contacted Travel Up who were outright rude and said "you booked the flight its your problem" and would not provide me with a refund. I had to ring back and forth with BA and Travel Up and it was actually BA who offered a small refund. Anyone thinking of using Travel Up stay clear, the reason they are cheap flights are because they book them incorrectly and don't help you when things o wrong!”
“Booked a flight LGW to Cape Town flying Turkish Airlines. Was take ill over 2 months before the trip (in hospital) and knew that I would not be able to do the trip. My friend who I was travelling with had no problem cancelling her ticket (with a small cancellation fee) which she had booked direct with the airline. Travelup refused, blaming the airline. They then made up lots of excuses why the airline refunded and they couldn't. Was promised a refund of the tax within 6-8 weeks, which I've had to chase as it's been over 10 weeks now, but I'm not holding my breath.”
“Very rude abrupt and aggressive on the phone. Even though sometimes you cannot get a refund on a booking, which i can understand, no one needs an attitude like theirs. Complete cowboys with no customer service.”
“Unbelievably rude on the phone , I tried to cancel my booking 20 minutes after booking. But I ve been told cancellation isn't permitted and I will loose all the money , also I can't modify or upgrade my booking either . Absolute buulshit . Worst ever experience .put me on hold for ages and hang up on me when I try to discuss my problem. Thier terms and condition's are a catch , I wouldn't reccomend it on in a million . Horrible and and unbelievably shocking . Never again”
“Prices advertised are false, the flights don't exist but still they advertise the low prices. When you call to check, the actual prices are four times more expensive and when you query this they simply hang up on you! Shocking, thank goodness I wasn't able to book online!”
