“An absolutely shocking experience with TravelUp. This company is by far the worst travel agent I've dealt with in my many many years of travelling. No communication from them. Illegal changes to their terms and conditions, charging people varying admin fees for refunds and constant lies and diversion from their 'customer service' agents. I would recommend avoiding this company. You will regret using them.”
“Delaying refunds over month. Illegally charging customers £50 admin fee when terms and condition when I got tickets stated i will full refunded and compensated for any cancellation from the airline by travel up. 2 weeks ago Travel up decided to change the t’s and c’s and charging customers wrongly.”
“Really poor customer service - don't reply to emails. Change Ts and Cs without telling customers and expect them to abide by new Ts and Cs that they make after you've booked.”
“Travel UP is the worst company ever, please be careful, They changed their T&Cs, by law they should inform the passengers when they do that. But they just do not care. They should provide a full refund when the flight is cancelled due to the covid-19, but they charge £75 or more illegal fee”
“The worst company ever, please be careful, They changed their T&Cs, by law they should inform the passengers when they do that. But they just do not care.”
“My flight was meant to depart 3 weeks ago. Having tried to contact them continuously, I still haven’t received any information from them. Furthermore, the huge publicity of changing T&C’s is very concerning. TravelUp if you see this, can I have my full refund please? Even a blanket email would do if you guys can manage that?”
“Still no response from Travelup to my (many) emails - firstly asking if my (mid May) BA flights still existed and subsequently asking for reimbursement for flight tickets BA cancelled the flights. It would seem that the few customers that they have refunded have had an illegal administration fee of £50 deducted. They never alerted me that these flights were cancelled and I am not considerably out of pocket. Steer clear of this company”
“Really poor customer service - don't reply to emails. Change Ts and Cs without telling customers and expect them to abide by new Ts and Cs that they make after you've booked.”
“No contact regarding recent cancelled flights, eventually part refunded having contacted them several times and now chasing an illegal administration fee. Will never use them again, nightmare 🤯”
“Truly awful company as experience from cancelled flights has been woefully inadequate and have been stonewalled on more occasions than I can remember. Inaccurate information has been supplied and everything in their power to delay refunds and the introduction of an admin fee for cancellations out of our control is disgusting and illegal. I will NEVER use this company again. Their bad performance means they've currently been removed from Skyscanner listings. I just wish I had never come across this company and dealing with them has been a total misery and the worst company I've ever had the misfortune of dealing with!!!!!”
“Where to start with this company.. taking 3 months to refund me 75% of my booking. My flight was cancelled and they failed to notify and let me know if this. Now they are trying to withhold 25% of my booking to be classed as 'admin fee' when I was the one chasing them weekly without any communication. Do not ever book with this company. Thieves and utter frauds.”
“Would give 0 stars if possible. They've ignored me.for months, have broken pretty much every law possible and have just stolen money from me. You couldn't make it up. These crooks shouldn't be allowed to walk the streets lets alone trade.”
“Terrible dealings with this company. Do not involve yourself with travel up at any cost! We have been waiting over a year to receive a refund on our flight that THEY cancelled !!! Two weeks ago I was FINALLY told that my refund will be in my account in 5-6 days, this was after filing a charge back, but I am yet to receive my money!
I have emailed twice to chase up the refund and no replies!
I am never normally one to leave a review but this is my last straw as I have no other avenues to follow in order to get my money back!
DON’T USE TRAVEL UP!!!!”
“No correspondence they didn't even tell us our flight was cancelled. And now they want £50 admin fee. For what, give people their full refund which they are legally entitled too. Would never use this company. Avoid.”
“My flights were cancelled in April, and I FINALLY got part of a refund last week... it's just that it wasn't a refund according to the Terms and Conditions with TravelUp that I originally agreed to. TravelUp changed their Terms (illegally, without notifying or asking me! Or any other customers!) to put in a £50 'admin fee' for refunding flight bookings. Left £50 out of pocket.”
“BOUGHT BA FLIGHT ONLINE FROM TU IN FEB. IN MARCH RECEIVED NOTICE FROM BA TO ADVISE ME TO POSTPONE OR CANCEL FLIGHT DUE TO PANDEMIC. I DID SO AND ASKED FOR FULL REFUND. NOTHING. NOT HEARD OF TRAVEL AGENT AT ALL. MID MAY STARTED CHASING UP REFUND AND OBTAINED PROOF THAT FLIGHT WAS INDEED CANCELLED AND TRAVEL AGENT FULLY REFUNDED BY BRITISH AIRWAYS. COULD NOT GET THROUGH TO ANYONE UNTIL BEGINNING OF JUNE. I WAS TOLD OVER THE PHONE THAT TU WILL DEDUCT REFUND FROM MY REFUND. TOLD THEM THAT'S NOT ACCEPTABLE AS THERE WAS NO SUCH FEE IN T&CS WHEN I BOUGHT MY TICKET. AGENT STATED THE OPPOSITE. HAVE COPY OF ORIGINAL T&CS BUT TU CHANGED THEIR T&CS MID COVID, IN APRIL, BUT EVEN IN THAT T&CS THEY ONLY MENTION "SMALL ADMIN FEE". I PAID 150 FOR MY TICKET AND TU REFUNDED ME WITH HALF OF WHAT HAD PAID FOR. CONTACTE ALL RELEVANT AUTHORITIES, BBC, EECLUK, BA, ACTION FRAUD AND SO ON. WILL GO FURTHER BUT SENDING A FINAL COMPLAINT TO TU BEFORE DOING SO... AVOID THIS COMPANY AT ALL COST!”
“If there was an option for no stars that would be my award!
I booked flights with Travel Up in Jan to fly to LA in April & I have not had any emails, calls or a refund from the company. I have contacted the company every week since mid March & still no response. I have reported them to the CMA & the Transport MP.
Just to confirm I still have not had a refund!!”
“Don’t book with this company. ..... flight cancelled 5 weeks ago. They haven’t told me yet! Form filled in 5 weeks ago for change of date, nothing. Called persistently - phones closed. Contacted via social media, nothing.
Now they are changing the T&Cs so they don’t need to refund people and are charging to cancel when it wasn’t in original T&Cs. They should look at companies like Hayes Travel who have been commended for their covid responses.
Remember that this isn’t over and we could well have more “shut downs”. Do you trust them enough to give them your money!!??”
