“I was advised by email of a change to our flight timings by the airline, which I had to accept by email. Fleming Greyson acted quickly, and re-issued my tickets within minutes of my acceptance. Hope this great service continues for any other issues I may encounter with my booking”
“Overall Travel Up did not make me happy. However one of your staff James Anderson Admin Officer was great. He was the first person who listened to my query, did not pass me on, and stayed on the line until my issue was sorted. If it wasn't for him then I would never use Travel Up again. More of the customer service that James offered would make you a much more successful company.”
“I was not happy with the customer service. I never received a confirmation, so I called and they told.me I should receive something in 48 hours. After about a week I emailed support and the response was "I'll let you know when we get a response", which was over 2 months ago. The hassle and lack of service is not worth the $20 difference I saved. I would have rather paid more than deal with this company again.”
“Booked flights with Travel Up. Many weeks later informed that one of the legs, flight time had changed, to such an extent that it took off before I landed from the joining flight! Not the fault of Travel Up. Contacted Travel Up who said they would email me. No response after two days. I phoned again and contacted Garry Smith (manager) who assigned Liam Johnson to deal with the problem. The same day Liam had organised alternative flights. When I explained there were reasons that they did not suit me, I suggested ones that would and he promptly confirmed they could provide my request.”
“Pleased with how we have been informed of changes to our flight by Virgin
Fleming well done
Had reservations about booking through an agent but no worries at all”
“After a recent airline schedule change, I could not get very far speaking to Traveup as all anyone said was the would 'call me back.
Finally spoke to a gentleman (Fleming Greyson), who knew what he was doing and sorted things out for me immediately.”
“First time using Travelup and so far a great experience.
One of our flights has been pulled forward by the airline and we were contacted by Fleming Greyson to confirm the changes. Fleming promptly forwarded the updated travel documents once we were able to confirm we able to work with the changes.”
“Had to resort out my flight after the airline changed it's schedule still waiting for my eticket but just leaving a quick review for your help. Thank you Liam Johnson.”
“Very happy with the service I've recieved so far after my flight schedule was changed and had to resort it out again. Quick and easy good communication thanks for your help Liam Johnson.”
“Booked last year had no issues at all whatsoever,however asked to change flight details this year and never had an email back, although that ended up working out in my favour.
Grayson Fleming from the schedule change department was very helpful today in assisting me in a time change.”
“I booked some tickets to Canada through TravelUp. At first there was no issue, but then I received an email that indicated there was a problem with my flights (a missed connection), however they listed flights I did not book. Thinking this was a simple mistake, I called TravelUp asking for clarification.
They were very unhelpful, and told me to respond by email. So I replied by email, and the response was the same original, confusing email sent to me. No answer to my inquiry as to whether there was a problem or not.
I called the customer service line again, which had me on hold for an hour and 45 minutes, saying I'm the 1st caller, then the 9th, the back to the 1st and that the wait time is 1 minute an 30 seconds (for an hour and 45 minutes) After all that, a customer service staff told me to simply email a 2nd customer service address.
Trying to move things along, I emailed this second customer service address, detailing my experience so far and informing them that I'm both confuse and frustrated that I can't get answers. Finally, I get a response via email that says my flight "is making miss connection due to Flight cancellation." The flight options offered were problematic as they tacked on several extra hours of travel. I raised the issue via email, and on the phone with TravelUp (twice), had to contact the airline to sort it out.
Finally I accepted one of the flights (via email as instructed), while letting them know that I was extremely dissapointed with the service. Bear in mind I've been trying to resolve this situation for 10 days and I booked the tickets nearly a month before. Despite the fact that I had done all that, I still had to chase them 3 days later for confirmation of my choice.
As if this wasn't enough, four days ago they informed me of another flight change that without letting me know the difference between that and my (new) original flights. Still waiting for resolution on that, and some kind of recognition of how poor and experience this has been.”
“The schedule of my outbound stopover flights to Tokyo was changed by the airline. It meant a longer wait between flights. Ben Murphey from the TravelUp Schedule Change Department was really helpful in successfully negotiating with the airline to change the stopover flights into a direct flight. And best of all, this was at no extra cost. Thank you Ben.”
“I was very impressed when contacted regarding a change in flight and the way that Janki dealt with my request to change our return flight in order to have the same number of days away. The speed of response in all correspondence was excellent and the information provided over the choices of alternative flights that we could take was over and above. Many thanks Janki”
