“Don't trust positive reviews. They honestly look fake and after my experience with them I can't imagine them being rated well for their NON EXISTING customer service. After numerous emails and calls with our flight around the corner we still don't have an answer or solution to our visa issue related to the coronavirus outbreak. Trying to charge us £400 each to change flight dates when the original flight was £480. Not impressed.”
“trying to delay my flights for 5 days without any success plus the waste of time sending emails and staying on the phone for an hour . and up till now no one come back”
“Having spent 2 hours and 3 minutes on the phone to TravelUp after my flight was cancelled, they did not complete the refund for processing and I had to call back again. I now have to wait 6-7 weeks for a refund. I’ll book direct with the airline in future.”
“The booking reference I received was false and won't let me log into their site. After 2 hours on hold they didn't pick up.
Do not book with this firm. Do not give them your money.”
“THEY ARE THIEVES! STAY AWAY! They were given my refund from an airline cancellation and gave me a sixth of it... and that was 4 months after they received my money!!! Their T&Cs clearly state the customer is due the full amount in the case of a third party refund. I've emailed, rung and left messages about 15 times and no one gets back to you. They will ignore you if anything goes wrong and with the Corona virus, there is a high chance of this. Do yourselves a huge favour and use a reputable internet agent or better still, a bricks and mortar travel shop where you can walk through a door and speak to a real person!!!”
“Never use this company , you may as well be talking to a robot whilst banging your head off a brick walk .
So I helpful and always 5-7 days to respond by e-mail”
“Appalling service. Basically once you've paid for your ticket you're on your own. They won't do anything to help you if you're flight is cancelled or delayed. Staff is SO RUDE on the phone. Stay away.”
“Appalling service. Basically once you've paid for your ticket you're on your own. They won't do anything to help you if you're flight is cancelled or delayed. Staff is SO RUDE on the phone. Stay away.”
“Stolen my money
Stolen my money! Due to Coronavirus,Airline advised to cancel for refund or reschedule flight, this guy who calls himself SAM!! Airline confirmed they refunded the agent but agent is lying and saying this is a promotional ticket and can’t be refunded!
I’ll make sure these thieves are closed down and have already filed multiple complaints against them with different bodies.”
“If you use this firm, be warned that you cannot change your return flight without effectively buying a new ticket ... They wanted to charge me a penalty of £472 to postpone my return by 4 days after the death of my mother. The request was made on the day of my arrival. BA told me that had I booked with them, they could change it for £50, but that as I'd used Travelup I wouldn't be able to - I'd have to buy a new ticket, which is what I did. It was £70 cheaper than paying Travelup penalty fare to change. Disgraceful merchant. DO NOT USE.”
“Hey Travel Up! You keep telling me to email your admin team, guess what? They don’t reply! 8 weeks ago your site crashed, I never got my tickets yet I was charged! No reply from anyone regarding IT error, only short statement tickets are non-refundable. You can’t charge for what I have not received! Bad, if not illegal service! Call me back or answer my emails!!! Do not dare to refer me back to your admin team, I’ve emailed them about 12 times in the past 8 weeks and still no reply!”
“Worst ever. Booked my flight, have received my e-ticket and after 8 days they sent me an email just saying to ignore my e-ticket because it wasn’t valid. Called customer service to understand what happened and if they could help me by replacing with other flight and they said they couldn’t do anything at all, not even gave me a different option for flight, just saying they had problems in reserving the tickets, when they had took straight away money from my account. Worst service ever!!! Don’t book with them our most probably you’ll have your holidays ruined!!!”
“Your call handlers are not helpful at all.
E ticket i received for Virgin Atlantic did not mention i had to pre book seats as there are two passengers. Upon speaking to Virgin Atlantic, there were no seats together. I got passed around with no help whatsoever.
My advice is do not use this company at all.”
“Do not deal with them.
I have been trying to contact Travel up on phone as no response to my e mail.
Kept on hold on for 30 minutes on each occasion and telephone numbers are premium numbers....after all that monetary loss on phone have had no luck contacting the person as he sees always busy and promises to ring back. God only knows if I will ever get a refund.
I will keep trying but have no hope
Be warned. Keep away from this company”
“The Company prides itself in providing affordable flights and holiday packages, yet doubles the fee that the airline would charge for any change in itinerary.They have been trying to charge me £370 to change the departure date on a round flight that cost me £500 and where in their own website, the fare difference is only £120 and, when calling the airline directly, they said their fee for changes was only $150 (£115). Unfortunately, change is sometimes inevitable, and TravelUp makes sure they screw you over for profit beyond what the airlines already do. They also have a terrible customer service experience, I have been trying to sort this out for over a week, and their phone lines always have 25 min+ queues, only to be told once you're through the "guy" who deals with this kind of thing is never around.”
“I am totally disappointed by the way my booking was handled by Travelup recently.
I booked a return flight to Colombo from London where the eticket issued by travelup clearly stated that I am entitled to 40KG of carry-on luggage.
When I arrived at Heathrow, the check-in agent informed me that according to the ticket that has been issued, I am only entitled to 30 KGs of luggage and stated that I was mislead and a fraudulent ticket has been issued to me. At this point I tried to call Travelup and I was on hold for over 30 minutes before somebody picked up. The person who picked up didn’t give me a straight answer and said I should pay for excess luggage and they can reimburse. By this point, I had already discarded of 10KGs of luggage and was already at the boarding gate.
After reaching Colombo, I emailed Travelup twice, asking as to why they have mislead me by stating that I have 40KGs of luggage when I only had 30. They never even bothered to explain or apologise, let alone fixing the problem. Even when I returned, the entitlement was only 30KG.
I would not recommend them to anybody as they were not there when things went sour !”
“I was due to fly to Japan via Shanghai in 2 weeks, and China Eastern cancelled the flight. I only found this out because by chance I was looking 2 days ago at whether the price of my flight had went down a lot because of the coronavirus, and I couldn't find it at all. So I looked more and find out it had been cancelled.
Travelup didn't contact to inform me at all.
I then called them up and asked what was happening and they said oh you should send an email.
So they just don't bother informing customers when their bookings have been cancelled???
And then finally they got back to me to say I am entitled to a refund, BUT IT'S GOING TO TAKE 2 MONTHS TO RECEIVE IT?!
What an absolute joke, there is absolutely no excuse for taking 2 months to give me a refund, and no excuse for not informing customers when flights are cancelled
Avoid like the plague”
“The company downgraded my ticket and refused to change- taking no ownership over whats happened. Managers refusing to help telling me I didn't book that ticket, telling me that they didn't change my flght even though I have the booking confirmation. They never ring back as promised, employees hangs up the phone because they do not want to take ownership of the issue. I think the company is a complete scam to be honest and they staff needs some serious training and how to give better customer service to their customers.
WORST COMPANY! - TOTAL SCAM.. will not book with them again!”
“So put all my details into sky-scanner for a flight to the USA and travel-up came up the cheapest. So where every penny counts i proceeded through with the booking, low and behold when the confirmation email came through the return date didn't match my original search. I phoned with in 15 mins due to being on hold and spoke to a very rude man by the name MIKE PARKER (not sure if it was his real name as he was reluctant to give me it) Was told it will be £75 to change it plus costs before 6pm, if its after 6pm it will be £150 plus costs bearing in mind this was 5.45pm and im trying to correct a mistake not made be me. Basically they have me by the balls here if i want to change it, and nothing i can do about it. Their customer service was horrendous on my occasion and would definitely not recommend this company for flight bookings. I can see now why they were cheap. ARGHHHH”
