“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.”
“The service I received today from Fleming Grayson was excellent. He listened to my concerns and worked very hard to resolve the issue. My flights had been changed less that 36 hours before travel and I had not been informed .until I make contact 24 hours before departure as I could not check in. The flights had been changed as had the route, Prior to him taking ownership the service was poor. He should receive some form of recognition. I am however concerned that I will experience the same issues on the return flights...”
“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.”
“The odd time that i had to make a phone call the pick up was very quick and the speaker was very helpful,i booked my flight many months ago and have the flight times changed several times and each time i have had very quick notification of the changes, all in all very happy :) many thanks to Fleming Greyson.”
“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.”
“My flight got cancelled, I called Travel Up immediately...and I was surprised when then promptly picked up the phone.....they were extremely empathic and transferred my call to the appropriate person. The agent I talked to Ms Janki Kiri was extremely helpful and got me & my family another flight immediately.
I would recommend every body Travel Up and will definitely be using their services in the future.......Keep up the good work.....”
“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.”
