“I booked the ticket from heathrow airport but when I paid to them I found my flight is from Stansted airport,then I emailed them and they said we can't do anything,you have to pay extra £390 to change it,that's the worse experience I had ever in my life,don't recommend it.”
“I cannot leave 0 stars which is my true review of the customer service provided by TravelUp.
Unfortunately my flight destination was changed by the airline thus leading me to cancel my flights (Icelandair were fantastic and apologetic about this).
As my booking was through TravelUp I needed to request the refund from them.
I was on hold to customer service for 1hr 36mins before I gave in as there was no answer ( 1st in the queue for 30min).
I then called back (just to see what the wait time was) and got straight through to an ‘adviser’ who informed me the department I needed was closed.
I emailed admin at this point, 2 weeks later I’m still awaiting a reply from them
It took a further 5 days to get through to someone who was ‘able’ to help me. 5 days of long hold times, rude, unhelpful staff who either don’t know or don’t care about their work. I was able to be put through to the right department, who have emailed me
I have finally had an email reply confirming my refund, 6 days after my confirmation email.
I am now in a position where I must wait 8 weeks for a refund (12 weeks until my planned journey). TravelUp must receive their refund before they refund me
I have to wait the 8 weeks before refund team to confirm account details for the refund
I wont receive a full refund as TravelUp are keeping the booking fee and I am out of pocket the value of my flights until the refund goes through.
All this time flight prices are increasing to rebook my flights
I feel like the biggest looser”
“I had a connecting flight cancelled by airline that would have left me stranded in Sao Paulo for longer than 8.5 hours. My initial correspondence with Tim Wave @Schedule Change Department weren't good at all and the service felt pretty basic, crude and rushing me to make a (wrong) decision.
When trying to talk options over the phone, it felts like calls were being avoided. My requests for call backs were denied and never came through.
Worst part of it was he kept pushing me to cancel the booking and seek a refund which is not what I was after.
Nonetheless, I came across Liam Johnson who turned things around in just one phone call. He's been amazing!!! He managed to book me on a direct flight avoiding the (unnecessary) connection. Well done Liam!
I'm rating my overall experience, so giving 3x stars because of my bad experience with the first Customer Service rep.”
“James Anderson Admin officer Travel up".
He was brilliant. Answered my emails within a few minutes as I had a problem with the names in the tickets. Turns out I was mistaken but he remained professional and courteous at all times. Solved the problem very quickly and put my mind at rest.”
“I booked a multi destination flight ticket with Travelup. The time of one of the flights changed to two hours earlier. I was not informed by them. I had been unable to check in online. Travelup did not respond to communication while I was abroad so I had to buy another ticket. When I got home and chased it up I was advised by the airline that they would refund the money for the ticket that I bought but I had to do this through travelup. They agreed and said it would take 6 weeks. It's now been over three months. I haven't had my money back and they do not respond to communication. So I now have to use legal channels to recover my money. They are cheap and probably OK if you don't have problems. But if you do you won't get any assistance. I fly pretty much once a month and they have lost a lot of business from me as I won't use them anymore even if they give the cheapest rate.”
“Terrible service, still awaiting a callback after sending 2 emails and also speaking to a customer services representative today who promised me Liam who is dealing with my request would call me back!!”
“After booking flights with them and told on their website we didn’t have luggage I subsequently purchased extra luggage only to find out on check in that we had free baggage. Impossible to deal with these as their customer service is horrendous.”
“I had my booking modified due to original flights canceled by the airline.
I received excellent support from Fleming Greyson for re-booking with alternative flights.
I strongly recommend this company and travel agent”
“I had my booking modified due to original flights canceled by the airline.
I received excellent support from Fleming Greyson for re-booking with alternative flights.
I strongly recommend this company and travel agent”
“I received excellent support from Fleming Greyson, a travel agent of Travel up, due to a booking modification due to some flights cancelled by the airline.
I do recommend using Travel Up for purchasing airline trips.”
“Their customer service is horrible, very rude people, don't know how to handle matters, my flight details were changed 3 times! Its very frustrating for me, even if its the airlines fault, but these people as a company should know how to talk to customers!”
“When I call them and there was two person was very rude on the phone. I was not happy then I email them to explain about questions and a formal complaint. They responded with my answer which it is good thing but not even apologised me. I would not recommended this company at all.”
“Liam Johnson informed me of my flight changes and emailed back very efficiently after he had received my reply confirming that I was happy with the changes.”
“Our outbound connecting flight to Manchester was cancelled by Flybe about two weeks before departure (no surprise), so Travelup then rebooked us on a connection with 20 mins between flights. Clearly this was unfeasible and I made them aware of this. Their response was to act as if it wasn't their problem but rather the airline. As the agent, they should be sorting this out. After many days of sorting other options myself, I basically had to tell Travelup what flights to book us on. Completely useless as a agent when something goes wrong.”
