“I am finally confident that I have my ticket for my outgoing trip, but for a long time I wasn't sure. I regret booking my trip with Travelup because it took several weeks for the payment to be deducted from my trip and I was not sure the booking had gone through. Then the confusing contract and careless wording makes the customer feel like many different reasons might mean there has been no reservation at all. When I called, I was told I had 20 seconds to wait in the queue, and instead I waited 15 minutes, once being picked up only to be told that I had reached the wrong DEPARTMENT in the travel agency - with no interest to hear what my concern was. After reading many, many negative reviews I was scared of voicing my complaints, so I stayed very calm on the phone and was VERY relieved to hear that my trip was confirmed indeed. I will NEVER book with this agency again. Very scary process. Thank God I at least have my ticket.”
“Awful service! They changed the hour of my connecting flight to 10 mins after I land which was impossible to catch and didn't even let me know about it!! I was told at the airport that the flight I wanted to board didn't exist!
Then these guys had the nerve to say it was my fault as I could have called them before my flight to confirm if everything was OK with my bookings...
Never buy anything from the,=m if you don't want to get stranded.”
“I inadvertently recorded middle names of my children rather than their last names. This cost me £260. There should be the facility to amend mistakes free of charge if made within 24 hours or a minor charge of perhaps £5 per passenger for being stupid. Customer service reprensative was VERY unsympathetic.......I know it's in the Terms and Conditions but to err is human, to take advantage is shoddy!! Booked directly with BA in the end.... lovely customer service!”
“Crap! Unlike some website which have customer service available 24h, I was caught up into paying a flight ticket that from the start when I saw the receipt was with the wrong times, then when I was able to reach somebody I was told it was too late! Tickets were issued and no refund possible.
Another travel agent BudgetAir with which I had dealt earlier had reimbursed me within a day of my misbooking! Even when the ticket was issued.”
“I booked and paid in full for a trip to Malaysia for flights advertised by Travelup on Kayak.I received confirmation of booking and the promise of an e-ticket to follow.The senior travel consultant called to say there was a pricing mistake on the web site and the company would have to refund my money in full.I protested but they referred me to the T&C .I wrote suggesting they either or honour the deal or offer me discounted tickets for an alternative flight all to no avail, i have reluctantly accepted a full refund.I will now find a more honorable company to deal with.”
“Fobbed off ! I issued a serious complaint against Travel Upwhen my son was stranded in China last month .Travel Up promised an answer in 28 days that deadline has now passed.Phone call to Gary(manager) yesterday he promised to update me by email straight away...he hasn't.New deadline is Friday 16/06/2017.Will be posting that result.”
“Travel up are the worst company ever ! I booked direct flights london -Kingston Jamaica . I had trouble with my ESTA last year as I had travelled to my native Somalia . I hadn't got round to making an appointment at the US embassy and for that reason I needed direct flights .
I got an email from Delta with the itinerary for the flight . This included a 2 hour layover in Atlanta . Apprantly travelup "didn't know " about this layover .
How can they not know about a layover . They refuse to give me back any of my money even though they falsely sold me a direct flight with a "surprise " layover .
When I called the office they tried everything to get rid of me and basically not in so many words told me It was too bad .
Don't use this company ever !”
“Booked flights (multiple journeys) in the last two hours. Asked Travel up for cancelling the flights, so that further journeys can be added. I was told £50 / head would be deducted! That is not what the law says... A bunch of thieves!”
“These guys are complete thieves, avoid them like the plague.
First, they advertise their flights under reputable airlines with small text that says 'managed by American Airlines' or something similar. Then, when you get your ticket it's a 100% American Airlines flight and the more reputable airlines are nowhere to be seen.
Second, if you need to change your ticket good luck. They told me that it would cost me an additional 1200 Euros to alter my ticket date due to it being a 'high season'. I was actually attempting to move my ticket to the low season and did a basic search and found that the average ticket price was around 600 Euros. So, they were basically attempting to charge me 2300 Euros -- my initial 1100 Euro flight plus their 1200 Euro fee to change my ticket-- for a 600 Euro flight.
They're basically scammers. They should be removed from the flight scanner sites for basic consumer protection violations. There are plenty of reviews from actual customers, but you have to dig a little. They seem to have a high rating on TrustPilot and I'm assuming they're either getting bad reviews removed somehow or have a portion of their team creating fake reviews. I can't imagine they'll be in business for too much longer.”
“Took money, didn't book the advertised travel. Was put on hold for 30 minutes, harassed by customer service, who were rude and refused to refund my money.”
“TarvelUp seriously misrepresents what they are selling.
They advertise Virgin flights but send Delta tickets. The argue it the same thing. If it is then send me the other ones.
On Kayak, they advertise Virgin direct non stop flights but they are Delta one stop. Route LGW to MCO is Virgin but return is Delta via Boston. They fake the Airline name and flight number.
The first time I caught them and complained they just cancelled my flight, they had no right to do without consulting me. I continued the complaint and then they let it slip they had cancelled the flight 10 days to departure and it cost me much more money to re-book elsewhere.
The second time, yes I gave them the chance, I upgraded my tickets from Delta to Virgin, paid more , got the confirmation they where Virgin then 4 days before departure the tickets arrived for DELTA airlines.
These are not errors but serious mis-selling. I have other errors on their site.
My advice is not to use them.”
“This agency is completely rubbish. They don't allow you to add extra luggage. Because They have blocked your flight information, you cannot even add extra luggage from the airline website or customer service. They don't give any authority for you and the airline to change anything for your flight. Absolutely ridiculous!!! Filled with all rubbish and hideous accent Indian staff.”
“Absolutely atrocious business. They never informed us that we would need our children’s birth certificates to fly into South Africa so we nearly missed our flights trying to resolve this at the airport.
When we tried to check in online to come home, the flight had been changed 2 months previous which they never told us about and worse still, it turned out that we didn't have booked seats on the flight due to an admin error when they made the booking. We made several calls whilst stranded in South Africa, including the Emergency mobile number, and not one person (we spoke to 4 different people) was willing to help and told us it was not their problem. They were rude, unhelpful and one chap told me that he doesnt work Sundays, that i was lucky that he answered my call and that it was my own fault and problem and then hung up on me!
On the Monday we called again and again, was promised return calls (which never happened) and in the end we called yet again and demanded to speak to a senior person and eventually Gary Smith (the only person who listened and took the time to look into it) helped to resolve and confirmed it was their error. Not one other person was willing to help and kept telling us it was our fault. Absolutely disgraceful service and they should not be allowed to continue doing this.
Stay away – You’ve been warned!”
“My son had a return ticket from Sydney to London Heathrow on 10 May 2017 purchased from Travel Up.The original ticket was changed and amended several weeks ago which caused inconvenience but we had no choice but to agree to it.He was scheduled to go from :
Sydney to Beijing
Beijing to Shanghai
Shanghai to London.
When my son checked the details shortly before leaving Sydney he discovered that another flight had be added to the itinerary and that he had to first fly to Hangzhou.We had not been notified of this addition nor had we agreed to it.However he presumed he had no choice and boarded that first plane.
When he arrived in Hangzou he was stopped by the immigration and informed that he was travelling illegally and could not transfer through 3 Chinese airports.He was not allowed to continue to Beijing and was told he had to make his way independently to Shanghai,my son is 19, not an experienced traveller and had very little money.
He texted me saying there were 10 immigration officers interrogating him and none of them spoke much English .He was completely stressed as was I.
I immediately contacted Travel Up and explained the situation to an agent ,he said he would have to seek advice , he then put me on hold and left me hanging ! I then had to repeat all the details again to a different agent.He said the only thing he could do was to put me in touch with Chinese Eastern Airlines to seek help.He arranged a 3 way call with the airlines and then once I was talking to the Airlines he hung up.
The Airline representative told me there was nothing she could do as my son must have either boarded the wrong plane or that Travel Up was responsible for erroneously booking him to transfer through 3 Chinese airports !
In the meantime my son had no choice but to make his own way to Shanghai.This caused unbelievable stress,anxiety,countless phone calls but he did manage.However when he got to Shanghai airport we discovered that his ticket from there back to London had been invalidated as he had not gone via Beijing.
Travel Up have not offered any sort of apology other than one representative said she was “sorry for any inconvenience” ! After several phone calls and emails requesting their complaints procedure they eventually said they will look into the matter and notify me within 28 days.
I will be updating this review if or when I hear back from them.”
“I found the right flight and so entered my details and paid. When I printed out my e-ticket the details were incorrect. There was one stop and the airline had changed?? Very strange.
I called them up and they said that it would cost £75 to cancel the flight. Not good and not a good company. Do not use!!!!”
“Frankly the worst company I have ever had to deal with. All I need to do is change the details of one passenger. Jimmy refuses to do this or refund flight.. Jimmy sends the same email over and over again and never rings back when he says he will. Other staff members put the phone down on you and out you in hold for ever for you to hang up. Absolutely dreadful.”
“There is a member of their staff called Francis. He said he would put me on hold then just hung up as I requested to speak to the manager. DO NOT USE. Very very rude. Making it very difficult to change booking.”
“Absolutely atrocious customer service. Trying to cancel one connecting flight which costs £30 pp and they are saying if I cancel it the fee will be £250 pp. That's without even having a new flight! Disgusting and rude on the phone. They are unable to say please!
DO NOT USE THEM!!”
“DO NOT USE TRAVEL UP. . . VERY UNETHICAL POOR SERVICE. Travel Up do not adhere to their own Terms and Conditions and they do not return phone calls.
I had requested for my reservation to be cancelled in writing after a few hours. This was BEFORE Ticket Issue and BEFORE payment was taken as per their terms and Conditions. However they went ahead and ignored my request and issued a ticket after receiving my request. Took money from my account few days after which they are not refunding.
More over after I informed Travel Up of my rights nas per their Terms and Conditions they are not returning my phone calls. I have taken this dispute up with legal and travel protection agency.
The T&C’s are on their website however they do not attached them with the reservation or with the ticket and only provide a website link, as probably in the event they need to change them as required!
Extract from Travel UP Terms and Conditions:
PAYMENTS
Deposit
No booking will be confirmed unless the required deposit has been received by the Company. Deposits are non refundable. Fares are not guaranteed until full payment has been received.
Bookings made online:
Once your payment is accepted and your ticket is issued only then does the contract comes into existence and we will email you a confirmation invoice with electronic ticket receipt.
Should you or any member of your party be forced to cancel your holiday prior to departure, we must be notified in writing by the person who made the booking and who is therefore responsible for the payment of the cancellation charges CANCELLATION AFTER TICKET ISSUE: will result in loss of 100% of total cost of all travel arrangements in most cases.
Even though I am within my rights they are withholding my money!!!”
