“Terrible company, incompetent at best, thieves at worst
You will end up like me...no f;ights and no money and very annouyed that they are giving you the run around...it's been 6 months”
“I have a flight booked to Brazil with my wife to see family and friends for Christmas. Due to pandemic the airline company changed the flights in a way we would definitely loose our connection flight to London. Now thanks to a very professional response from Travel Up ticketing department, specially Janki, this issue was sorted out. Flights were changed again and new e-tickets issued. Outstanding Customer Service. Thank you!”
“Sofia Smith - Customer Service was fantastic in helping me with rescheduling a cancelled flight. Her communication was constant and everything got sorted within 24-48 hrs. Very impressive and very thankful for her help!”
“Mr. Fleming Greyson answered the phone to my request that I get some help from Travel Up to cancel my return flights to Dubai due in late December, as I was taking two disabled vulnerable passengers with me and I was fearful that they would be seriously ill if they contracted Covid 19 and I am 70 and also at risk. He very politely explained that Travel Up could help by offering me two options to either take full value of tickets in coupns for later date or receive a full refund at a handling charge of £50. He dealt with this offer and my choice of a refund very efficiently and I await for 6-8 weeks now for this to complete. I was very pleased at his manners and efficiency.”
“Lilli Adam was very helpful sorting out my new date after a cancellation. She kept in touch by email and was highly responsive over the phone. All together was quick and stress free. Thanks Lilli
Sandra”
“Fleming Grayson was most helpful on the phone and reassuring that the refund process would be sorted. He explained the process clearly. We will definitely use a Travelup again in the future once we are permitted to travel.”
“Spoke to a customer service agent named Fleming Greyson, he handled everything in a professional and excellent manner and was very helpful with regards to cancellation of my flights.”
“I had to reschedule my flights twice due to Covid 19 and they were very helpful. The last time I called after my flight was cancelled and in 30 minutes they had a new ticket issued for me. Thank you very much Fleming Greyson!!!”
“The worst experience I have ever had! Tried to charge me £280 for a flight change when it was due to corona virus - claiming it was emirates charge - emirates changed for free!
He said December was a peak time so to change my ticket cost more- he couldn’t tell me why it was cheaper to book a whole new ticket though? I paid £450 originally for a round trip - a round trip in December cost only £80 more yet for one let he wants 280? How does that make sense??
The man I spoke to- I would say gentleman (but he most definitely wasn’t)! also wouldn’t give a voucher and just kept saying December is peak- yes I get that but why is the cost SO high as I have already paid - I have never heard of a change in fare be so expensive- ever!
Not to mention the wait, I had to wait on hold 3 times- my total wait time was over 2 hrs! Thankful Emirates changed directly for no extra cost, and I got through within 10 minutes!
Also to mention on my original booking there was a confusion with baggage allowances and I ended up paying almost £200 in extra baggage- after being told different prices for the extra.
I sent about 20 emails to this company- none were responded to, I never leave reviews but on this occasions I was so shocked by the awful service and rude staff- I had to! I would pay never to use their services again.”
“Fleming Greyson was very good help and always tries his best to find solutions if i have any isues i always go through him and will be going through him in the inlook forward to booking through you again”
“Had to change my flight due to covid, the gentleman that handled my details (Fleming Greyson) responded quickly and efficiently which is exactly whats needed during these times. Thank you so much”
“I would put 0 if I can. Never use Travelup again.
It took me more than 10 months to get my money back. I requested a refund of my cancelled flight in January 2020. British Airways refunded the full fee immediately after I requested in app at that time, so I am 100% sure it is Travelup not refunding.
Since I started refund request to Travelup in January, early enough, at least they replied my email. I have seen many reviews saying they are not replying at all. In their first reply, Travelup refused to refund immediately, and asked me to wait for 8 weeks before sending another email for update. I waited 10 weeks and asked again, then they asked me to wait for another 12 weeks for update. After a few rounds of waiting, they told me the refund is finally processed but may take weeks to finish, so I thought I can get my money back in a few weeks time. However, a few months later now in November, when I almost forget about it, I realised that I still haven't got my refund.
During this period of time, they have added an online refund form on their website, together with a new refund policy charing customer a lot of handling fees. Even if you booked months before this new policy, they apply this new charge to you. Moreover, I was not informed of this policy even if I was emailing them during this time. Ironically, my cancelled flight was too old to find in their online refund form, so I have to send emails again for refund. I was angry in my email this time, and probably because they have delayed my request for long enough, they finally refund me. Of course, I have to agree with their new £50 service charge, for such a ridiculous service.
After more than 10 months (from Jan to Nov), I finally get my money back today. I have seen on some media reporting Travelup's illegal behaviour, and I found facebook groups of customers suffered from Travelup. I am surprised that this company is still not prosecuted or under some checks. Maybe it is too small to draw attention? I am happy to provide evidence if there is a group of angry customers who want to report Travelup.
People suggested to apply for a chargeback from your bank rather than endless emails/calls with this shameless company. My refund has been delayed for too long to request a chargeback, but I hope that will be helpful for whoever else suffering now.
Never use Travelup anyway!”
“I have had many experiences with travelup and I must say for the past couple of days I've been so frustrated with my flight being cancelled. I know it's an unfortunate time now due to COVID 19 being the cause of it all and travelup must have gotten fed up with me continually calling lol but I finally got my issue resolved by agent "Fleming Greyson" thank you so much you've been awesome. There prices are unbeatable, I got my refunds from flight cancellations due to COVID 19 in less than 2 months of contacting them which was really quick compared to other travel agents I've heard of from friends.I must say I will definitely remain a customer of travelup and I will definitely recommend them. THUMBS UP👍 😊”
“to begin with it was really easy to do the booking. secondly, great customer service. i called to enquiry about my flight which was schedule for November and needed to cancel due to lockdown. the person who answered my call was very friendly and helpful. he dealt with the issue and proceeded with a voucher as per request.”
