“I booked a great value transatlantic trip earlier this year Travel Up which was sadly cancelled due to COVID 19 restrictions.
Fleming Grayson from customer services helped process my refund and was able to answer my questions very promptly in the process. I believe he did his job as best he could however I was disappointed by the structures working behind Fleming which made my overall experience with Travel Up poor.
I understand the company are very busy at this time but I had to contact them in the first instance to let them know that my flight was cancelled and ask about the cancellation procedure. This resulted in: a 5 week wait while the booking cancellation was ‘processed’; A 3 working day wait while the funds were ‘transferred’ into my account and finally; and a £50 admin charge to process my refund due to ‘COVID’. At each stage of this process I was asked to contact customer services to check how it was coming along - why does it take so long, cost so much and need reminders from the customer to process a refund?”
“Hello I am Rossy V and I was very pleased with ROGER PATRAS because he was very helpful helping me cancel my trip to Cancun,due to a hurricane, my hotel was damage, obviously they have to close to fix it!! thank you Roger to make this cancellation happen in a very easy way, I really appreciate it.”
“Bad customer service, rude staff.....they need training in how to speak with customers....tried to change my travel dates due to covid and they quoted me an extra £750 'fare difference' which is not justified....had to call several times and finally spoke to a lady named sofia smith who was polite and dealt with my query and quoted me reasonable price in which i paid in the end.....but in future will not use this company!”
“Everything! Very poor that refunds aren't been processed within your own times set! Still no refund been processed the rest of my holiday has been fully refunded. Full of excuses.... Never using travelup again.”
“Quick response from Fleming Greyson to my recent email regarding a voucher for the flight I couldn't take due to Covid restrictions. I am happy to have been advised that my application is being dealt with. It is reassuring to be updated and I appreciate the contact made.”
“Travel up have been fantastic with me, especially Fleming Greyson. He has helped me out throughout the whole process.
I had a voucher for the full amount when I originally had to cancel the flight, they have redeemed the full amount without any problem.
Big respect to FLEMING GREYSON.”
“Really don’t book through this company! A fraction cheaper on Sky scanner than other firms but they are total rip off merchants with appalling customer service. Pay the little bit extra to go with a reputable firm. Didn’t bother to send tickets after we booked. Had to stay on phone to premium rate number for ages in order to Speak to someone who could sort out sending the e-tickets. No apology. We eventually had to cancel due to Covid. Beware all Tickets are non refundable - even though if I’d booked with British airways direct it would have been totally refundable (and only cost about £1 more). However I should have been entitled to a refund on tax. But they’ve ignored all my emails. avoid!!”
“The wait and the recording is a bit of a nightmare, but once you are with an agent they are really helpful, have used them on a few occasions and they always give a very professional service. Will definitely will be booking with them again.”
