“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!!??”
“I really regret using Travel Up to book flights with Finnair ( travel date was 21/03) . My first of many unanswered emails was 12/03 before offices were shut down. Today nothing has changed even though Finnair say a 100% refund has been ready for many months.
They have no regard for any after sales and this has put me off for ever using a travel agent again.”
“Can't give less than 1*. They ignored and blocked all contact with everyone. It is nearly impossible to get a refund, I have been waiting 3 months now !!!! They changed their terms & conditions so they can charge a £50 admin fee - & then illegally backdated the charge to all bookings.
AVOID AT ALL COSTS !!!!!!!!!
They also post false reviews about themselves on several review sites.
Check out a group named ' TravelUp COVID Response ' on facebook - nearly 3000 members in there - all unsatisfied travelup customers.
How easy to get a refund ? - IMPOSSIBLE
How many days did the refund take ? Still waiting after 3 months”
“I wish there was an option of NO STAR. This is very incompetent and dishonest so called Travel Agency. They only work for customers as far as getting their money and issue E-Tickets. God help you if you face any problem or difficulty in your travelling arrangements. Keep away from them at any cost. Do not trust them. Not one word, not one second. It took me 4 months to get a refund of them and that was £65.00 short for so called admin charges. For four months I tried to contact them through hundreds of emails, phone calls and social medias messages. I received nothing. And then they have charged me £65.00 admin charges.”
“It is a difficult time at the moment and I had a bit of a wait to get through but once I was able to speak to my agent, Fleming Grayson my problem was resolved”
“I struggle to give Travel Up one star. I booked a hotel / resort through Travel Up in February 2020 for a vacation in May 2020. The resort was forced to close in mid-March. It is a reputable resort that I have visited 47 times over the past 17 years. Travel Up refuses to give me any refund even though the resort closed and has yet to reopen in June 2020. Do not book through Travel Up. They are scam artists.”
“If I could give 0, I would. Worst agent/company I've ever dealt with. No one should book with them. Given the unprecedented times of Covid-19, it is understandable that the whole travel industry is in disruption. But the way the company has failed their customers is undeniably outstanding. No communication regarding flights cancellation let alone refunds. Had to chase for more than 3 months with only 2 replies ever just to get my refund, which wasn't even full amount. Changed their T&Cs which isn't illegal but it should be agreed by both parties and be communicated, which they failed. I myself had to contact direct airlines on flight cancellation and refund status only to find it was fully refunded but nothing from Travel Up - not even A SINGLE PIP!! With all the direct chase up with airlines and the stress they have caused, I wonder what I'm paying £50 to them for their so called non existent service, which I never received. In fact they should pay me instead for my troubles and my communication with direct Airlines and most importantly MY TIME. By not providing cancellation information they themselves have breached their T&Cs which they fail to acknowledge. DO NOT BUY TICKETS WITH THEM EVER, RUN AWAY!! TOTAL SCAMMERS.”
“Booked and paid in January 2020 for plane tickets April 2020.No problem with the cancellation but the thieves have deducted over £100 per person X 2 from the refund.Asked credit card company to investigate and if no success,will then pursue through small claims court whatever the cost,as there is a principle at stake here.”
“My flight was cancelled 4+ weeks ago and travel up still haven’t contacted me.
I’ve filled in the form which has now disappeared. I tried to call, no answer. I tweeted 12 times- no answer. 3 weeks ago I got a message (i messaged them 5 times) on Instagram that They would call me. They didn’t.
My family are now rebooked through BA and have been for 4 weeks and I’m not. Will they contact me to rebook? Should I rebook and pay again - with the airline? Will they actually refund me? I didn’t want to cancel, I just wanted them to change the dates. Not difficult for a travel agent.
This is really stressful and this company have not performed well at all.
Don’t book with them. Save yourself the hassle. .....”
“This is a review for Stephen Neil who is a customer service agent working for Travelup. After a 2 hour and 10 minute call today and lots of being put on hold, Steven did what I asked of Travelup and managed to get my cancelled flights with Emirates changed to a different date with only a £20 charge in total for 2 tickets. He was exceptionally polite, patient and understanding of our situation and true to his word even rang me back 15 minutes after our call and stayed on the line to me to make sure I had received my ETickets and also asked me to check with Emirates website also to see that my itinerary was confirmed.
Despite all the wait and frustration I have had trying to get this sorted the 2 hour or more phone call today was worth it and I can honestly say for the way Steven handled the call he is a credit to Travelup”
“I have used TravelUp several times in the past and have been extremely happy with their support and communications.
Whilst I realise the current situation is unprecedented, I am disappointed that I have heard nothing from the company. We flew out from Gatwick on 10th March, and BA informed me in April that our return flights to the UK on 29th May were cancelled and that I was entitled to full refund or replacement flight - however I can only do this through TravelUp.
We are in the dark as to when we will be able to return to the UK, and unable to plan. We do not know what options are open to us and are unable to contact TravelUp - we did not receive a receipt for the online form we completed.
Please help”
