“Very bad customer service if they cant help they just hang up the phone. I called tgem twice to send me my eticket but this people send me my cancelled flight eticket again i called them then again they send me something different .just fedup with this people .”
“BAD! They take sooo long to resolve something other the phone. They have no idea what’s going on. They have incorrect information from airlines. I had my flight cancelled and they still claimed I couldn’t have a refund because the flight was scheduled so I literally had to prove myself right. They are só rude and incompetent. And when you finally pass on what you need they say they will process and never inform you again of what is going on. How can they not know my flight status???? Or is this because they don’t want to provide a refund?!”
“THIS IS THE WORST EXPERIENCE In SUCH a difficult situation as we are all into at the moment this company still manage to make everything worse FOR us. It's a nightmare. I will NEVER use this service again. They have ID caller and your account information comes up and they purposely DISCONNECT YOU. I have been trying to get a REFUND since July 2020 due to the Pandemic
The member of staff are rude and useless. I will tell everyone I can to AVOID THIS COMPANY. ALL I want is my REFUND it doesn't take 6 months to issue a REFUND. I will continue to call, email and writing REVIEWS until I receive my money back. DO NOT USE THIS SERVICE.”
“We had booked a return flight to Chicago with TravelUp in August. When we came to check-in the night before on December 8th we found that our ticket had been canceled. We rang TravelUp to find out why it had been canceled and they said they did not know why....
The flight was still happening but our tickets had been canceled!? We had to book directly with the airline just a few hours before the flight left and ended up paying over £2000!
We have not received an apology email or refund.
I highly recommend you do not book with TravelUp! I will be requesting for a full refund and the extra £2000+ we had to pay!
It is disgusting service, I hope they learn from this and start treating their customers with respect, integrity and honesty.
I am sorry if anyone else has gone through a similar experience.”
“Had my flight canceled by KLM . No other flight offered. Never even informed me. Was just checking ahead of time to find out it was canceled. travel Up was horrible. Charging me 50 pounds from a 317 pound flight. Saying they have to work from home now because of COVID and it is to cover the cost. I have now e-mailed 4 times asking for the refund. No reply. And first time say it was to take 8 weeks to get me the money. They still have not started the refund process. Do not book with them ever. First I tried to phone . Another joke. They said I had to do it all on line. But refuse to return e-mails.”
“We booked our hotel accommodation for our family of five (2 adults and 3 children) 5 weeks before we were due to travel. They also sent us the confirmation voucher from them for our reservation.
1 week before we were due to travel, they send us an email stating we do not have the confirmation due to their supplier issues and were providing alternative accommodation that was not even close to what we had originally paid for.
They completely refused to own up to their error and were not willing to pay the difference for alternative accommodation which by then had gone up in price.
Stay clear of them as they are complete fraudsters and cheats.”
“We booked our hotel accommodation for our family of five (2 adults and 3 children) 5 weeks before we were due to travel. They also sent us the confirmation voucher from them for our reservation.
1 week before we were due to travel, they send us an email stating we do not have the confirmation due to their supplier issues and were providing alternative accommodation that was not even close to what we had originally paid for.
They completely refused to own up to their error and were not willing to pay the difference for alternative accommodation which by then had gone up in price.
Stay clear of them as they are complete fraudsters and cheats.”
“Just receive news from the airlines, they have refunded back travelup my money ages ago, but travel up wont reply to my emails and wont pay me back!!! It's been 9 months!!! THEY ARE THIEVES BEWARE!!!!!!!!!!!!!!”
“I just heard from the airlines that my money has been refunded back to the travelup, until now they still wont pay me back. BEWARE THEY ARE FRAUD!!!!! REPORTED!!!”
“Never ever use agency!!! THEY ARE THIEFS.... I had my flight cancelled and they wont get me my money back. I emailed them once a week for 9 months and they won't even email me back... NEVER AGAIN!!
I will report this people!!!!!!!!!!!”
“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”
“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.”
“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!”
“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.”
“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!!”
“I have had to cancel 2 flights which I booked through Travelup,their customer services has been very helpful and understanding of the current situation we are in through coronavirus.”
“so my fiance and I booked our annual spring vacation in March. We booked months ahead like usual in December the previous year. Covid came along and travel bans were put into affect so we couldn't go anywhere. So we asked for a refund. 6 months later we get half the money back. They kept the rest as a "cancelation fee" mind you this was during a global pandemic when there wasn't an option to travel.”
