“WE have been waiting over a year for a refund that you said would be paid July 2020.
Whatever you do dont book a flight with them because they are out and out liars. They refuse to answer emails, cut you off in the middle of a phone call as soon as you mention "refund". They shoulkd not be allowed to con new customers when they have thousands waiting for refunds.
Dont use them !!!”
“Charged me an illegal admin fee of £50 I'll be getting it back if it's the last thing I do - applied to small claims court / I would avoid using them go direct to the airline”
“I have been waiting for 8 months for a refund on a flight I booked through travel up. The customer service is APPALING! Numerous times your customer service teams have put the phone down on me or put me on hold never to return. I never received my e ticket and have not received any communication regarding my refund. I have a wedding to attend which I need to rebook flights for and it seems I am going to have to fund this out of my own pocket and right off the £600+ that I gave them for my BA flights last year. Disgusting! If I could give them minus stars I would! Steer well clear would be my advice”
“Attempted to make a booking and it was canceled due to unavailability. They offered me a more expensive room or a full refund. I replied that I desired an alternative room. 8 minutes later I replied indicating I would book through an alternative provider. 9 hours later I get an email confirming my reservation.
Email support and phone support both indicated I have to pay to cancel. The phone support hung up on me out of frustration. They are clearly profiting off a terrible booking scheme and unhelpful customer service.”
“Charged me an illegal £50 admin fee I have proof if required now at small claims court to get it back even if it costs more than the £50 they stole from me - 40 plus emails ignored - they haven't heard the saying "the customer is always right" but they will do given time”
“I had a flight booked for December 2020 and it was cancelled due to lockdown. I asked for the refund voucher which they promised in November. We are in April 2021 and still no update from them...”
“They never provided me with the confirmation code for my hotel. When I called my hotel they had no way of knowing if I had a room. I contacted TravelUps customer service 6 times on the issue (I am currently waiting on the phone for over an hour again) and every time I am told to wait while they contact their supplier and they will get back to me. They never do with anything helpful (once they replied with a job posting instead). I am two days out from my trip with no place to stay. I am 99% sure they are a scam.”
“I'm fairly certain that I requested Special Assistance for a wheelchair user at the time of booking but there was no mention of it on the E-ticket. I tried to access the booking in the 'Manage my Booking' tab but it said the booking wasn't available to manage. I then emailed them to arrange the special assistance but they didn't reply. We won't use this company ever again.”
“I spent $1800 on a hotel resort, for travel up to send me a “voucher”. The hotel had no clue what this voucher was and told me to get a confirmation number. After many attempts with speaking to a man with terrible broken English, they ignored me and stole my $1800!!! They are a bunch of crooks and I hope they are investigated and shut down!!”
“After my flight that I booked with TravelUp was cancelled, TravelUp never informed me of the cancellation. I made several calls and sent several emails chasing this and to get myself refund/rebooked but there has been absolutely no response from them and it's been 3 months now!
I would STRONGLY advise you to stay away from them”
“My Hotel gave me a one night credit which Travel up still says they are waiting for their supplier to get back to them. The Hotel Manager sent them an email saying he had credited them back a month ago I keep getting the run around. After reading all of their reviews I am hopeful to get my refund but doubtful. I should have read reviews before booking. Beware of this site.”
“I have lost nearly £2500 as a result of this horrifically ran, unethical and monstrous company.
When covid hit I became stranded in Asia, and it became impossible to return home via my scheduled flight. I lost the money on this (14 months on no refund), and I had to pay thousands to get home elsewhere.
They have been horrendous to liase with, regularly ignore emails, tried to charge me £50 when they lost me thousands and 14 months on I still haven't received an apology, a refund, or an ounce of compassion. I have successfully got them on the phone twice, and both times they dismissed me just to get rid of me.
Every five star review on here is a scam, they are paid for reviews and TravelUp should legally be held accountable to this.”
“We booked flights to Berlin last November via SkyScanner to TravelUp - NEVER AGAIN! After British Airways cancelled the flights, TravelUp did as much as they could to avoid giving me a refund, claiming that they would only refund when British Airways refunded them. After speaking to BA they explained they refunded agents very quickly after cancelling flights, within a week normally not the months I'd been waiting.
I had to resort to a chargeback with my credit card, but even then I had to deduct the "reasonable admin" fee of £50 from a £160 flight for the refund as per TravelUp's terms and conditions.
If there is any upside to Coronavirus, it will be TravelUp going out of business, as I certainly will never use them again, and would recommend no one else does either.”
“Absolutely rubbish. Incompetence to the extreme. Didn't process a simple refund for the ticket given the airline had been grounded, a straight forward matter that has left me chasing them for over a year having to deal with utterly rude and disrespectful staff ‘Sofia Smith’ and ‘Ben Murphy’. Appalling manners and service.
And yet they want a £50 service charge! Disgraceful!!
Still waiting for my money after over a year!!”
“Hello
In January I requested a ticket refund, as it shows on screenshot ( it says money would show on the account after 3-5 working days )
When the money didn’t show on my account after those days, I rang travel up and I spoke to one of your customer service staff member and he said you got two option is either have a refund back -50£ service charge, or a voucher, I clearly told him I don’t want to pay £50 for service that I didn’t get, and taking voucher now is pointless because border are still closed, he said ok ring us back whenever you decide what you want to do.
Today I was surprised that the money was refunded to my account -50£ and without my permission or my chosen option !! So travel up decided what to do with my money on my behalf !”
“Avoid using this company. We have been waiting since September 2020 for a refund on a cancelled ticket due to COVID. Despite promising no refund has emerged and they will not answer emails nor telephone. Will not be using this company ever again!! Exterior poor customer service”
“It's a shame that I had to deal with a company like travel up, I have been booking flights and travelling for about 30 years, first time in my life I see a travel agent receive information from the airline company which has changed flights time for both outbound and inbound flights, but they send an email to mention about only inbound flight change, hence through the responsibility on a customer and blame them why didn't they guessed that the outbound flight has changed too!!!!!, not to mention about the customer service and how many times they cut the line claiming lines are bad!!.”
“Do NOT use TravelUp! We booked hotel accommodation through them at a 5 star hotel and they ‘forgot’ to send confirmation paperwork to the hotel. We were 4 hours away from home with a 5 year old and had to take the last remaining available accommodation at another hotel which was awful, and while they refunded the original amount, they refused to contribute to this cost. They just take your money and don’t care what happens.”
“I recently booked flights to Spain & due to bad weather conditions my return flight on 9th of Jan to London was cancelled. Because I didn't book the flights directly with the airline I had to contact Travelup customer services. After several phone calls & emails I was asked if I wanted a flight to Dubai or a flight to London on the 22nd of Jan. In the emails & calls I explained that I was stranded in Bilbao Airport with no food or drink & no way to return home. This fact seemed to be lost through translation to the staff in the Indian call centre. Not once did they return my calls or reply to my emails & I was told the flight wasn't cancelled & I was a no show. I was basically abandoned. While Iberia passages were given hotel accommodation & tickets for food, I was left with having to deal with Travelup & their incompetent staff who really didn't careless & had no understanding or empathy to the situation. TOTAL WASTE OF TIME & WILL NEVER USE THIS POOR EXCUSE FOR A TRAVEL AGENT & THEY SHOULD BE ASHAMED OF THEMSELVES”
