“The most horrible service ever; they sent me tickets for wrong date and stated that was my fault despite being sure that I have never chosen that date. Furthermore insisted that I was sent emails of confirmation and ignoring my explanation that I had not received any emails. I felt they just need to charge and benefit from customers' tickets cancellation or amendment which may somehow helping them to compensate for presumed cheaper fares.”
“No customer service and no managment to speak to on weekends as they dont work, mum wanted to change the name on the ticket to my name as she is having an operation when she is supposed to be going away and they tried to make out the airline refunded the change only it is is a change to the first name.. i spoke to the airline before speaking to this rubbish company and they said they can change a name for £50 when i said this they tried to say that i was lying so it was the airline that had just told them they could bot do any changes..”
“Worst customer service known to man. Flight has been changed and over a week spent trying to find someone in customer service who can help. How I wish I saved myself the trouble and just booked with someone else in the first place. It may have been cheaper with travel up initially but I wish I spent more and been safe in the knowledge that I would have had some customer service and therefore some customer satisfaction.”
“I can't think of any other industry whereby a product (our flight) is changed by the retailer (TravelUp) and the retailer charges the customer (me) £300 because we cancelled it, despite rebooking a different flight through them, because otherwise we would have lost a day's holiday. Not only this but a request for help with costs incurred due to interest charges (we would not see the refund for 10 weeks) and changes to airport parking and car hire ,all in all, over £450, has been met with a four line email basically saying "tough"”
“Wish I'd read these reviews before booking! Couldn't fly on the day I was supposed to - airline said I had 6 months to change flights with a few of £100. Sadly had to do changes through travel up . First call centre people hardly spoke English - second guy told me it would be more expensive to change than buying a whole new flight-was then promised a call back - none. Of course they don't care once you've paid them! Even if costs slightly more to book direct with airline - do it! They don't deserve their ATOL status :(”
“Dishonest, horrible, nagty staff, they promised me my travel tax back but they never refund it. Never book through them its too much nighmare when you change your mind about a trip.”
“I would never use this company again.Firstly they misspelt my Christian name then accused me of the mistake.They then had the cheek to ask me for £100 to correct it.As it turned out I traveled without my name corrected as the airline was OK about it.This company caused myself and my husband a lot of stress.Never Never use this company.”
“These people are fraudulent and I think people must come together against this company. They trick people with everything for a quick get away. The best thing would be to book directly. You end up not saving and they are rude. They arrogantly threaten you and tell you that you won't get your money. Research how best to expose this company.”
“Booked a flight for August, me and my partner both checked the dates and we were sent a confirmation with different dates. Travelup said that they couldn't change the dates, names or even a partial refund. Lost £1130, there are a couple of other people online who this happened to the week before. Has this happened to anyone else?”
“I've booked my flights from Newcastle (UK) to Vienna, with a connection in Brusells.
I found out 24 hours before my flight that the flight from Newcastle to Brusells was rescheduled or cancelled (to this day no one explained to me what has happened). As this was Sunday, few days before Christmas and TravelUp refuse to provide any customer service on Sunday I rang the airline myself and after begging they agreed to find another flight for me, unsuccessfully. They agreed my flights would be refunded as soon as TravelUp contacts them.
So I emailed TravelUp the next morning from the airport after finding my own flights and paying £300 more than the flights I had already booked through them.
It's now April, still no refund and no contact from the Admin at TravelUp. Useless company, useless staff and no customer service”
“This is by far the worst customer service I have ever received from a travel agency! I have been lied to, given fake names and put out of pocket £300 due to what can only be described as their laziness and incomptence. I have been complaining for nearly a month now and their responses continually ignore my actual complaint! This is not good enough! I wish I researched prior to booking and seen the multiple similar stories to mine!”
“Don't be fooled by saving £10-20 on the price of your flight ticket. You will be ripped off should you need to make any changes to your booking. You won't be allowed to use the airline directly but will need to pay excessive fees for any changes made to the agency you booked with - namely Travelup.
The company is not transparent about their fees and won't clearly tell you what you are paying for (booking fee? admin fee? air fare?).
On top of that they are slow to reply and not friendly at all... not really willing to help!
Never again will I be using them and will also advise the same to friends and family.”
“I booked ticket to travel to Egypt by Egyptian airlines but they sent reservation with Lufthansa which I didn't make Booking with , I asked to complain but didn't get reply please don't buy tickets from them”
“Unfortunately had to cancel a flight due to serious illness. Knew the ticket was non-refundable but needed cancellation confirmation for insurance claim. Service from Admin abominable and still waiting for cancellation requested 16th Feb. Would never use them again and cannot recommend them despite reasonable prices and having booked a flight in the past with no problems.”
“Booked tickets for son & daughter to fly to Sioux Falls from Manchester involving a lay over of 5 hours at Chicago going over and 90 mins coming back. When I checked the e-mail receipt I was horrified to see the lay over was 19 HOURS going out and 6 coming back. I emailed with details of the problem and next morning got an email from their sales dept asking if I had bought for the flights I had 'browsed' the night before (including the layover times I wanted). I tried to explain my problems but when the sales person heard I had bought tickets he was very abrupt and put phone down. I got and email later from the 'admin dept' and spoke to someone who insisted I had bought the ticket with the long layover times but said he could change the tickets for ....£450! He also said it was my fault because I had booked online instead of talking to someone over the phone, oh, and there were plenty of hotels near Chicago airport so that wasn't a problem ??? PLEASE do not use this company as there is obviously some scam whereby they think they can hold you hostage in order to extract more money from you. I just hope ABTA can help me out but in the meantime DO NOT TOUCH THEM WITH A BARGEPOLE.”
“I booked to fly great booked very quick 6 weeks on they said changed the second flight by 30 minutes no worrys got first e -ticket now saying got re issue new e-tickets because second flight changed by 30 minutes so sent 4 e-mails for new e-ticket I rang waited 45 minutes at premium rates still no e - mails back or they not phoned me is this a scam company”
“Oh my gosh! Do not use this company! Totally uncaring, unhelpful, and untrustworthy. NEVER use this company. They are horrific! The are rude, and disorganised. They give the kind of shitty service you'd give if you didn't want any customers.
They will make mistakes on your tickets and deny it was their fault
They will refuse to change the mistakes without charging you the same price as a whole new ticket
They will take weeks to respond to any emails
They will not call you back
They will not take your call (calling costs £ per minute too I'd like to point out)
They will avoid answering any specific questions you ask. Repeatedly.
They will not try to help you in any way possible
They will ignore your request to make a formal complaint/escalate your case to a manager etc
And in the end, after 2 months of stressing and wrangling with them, you will buy a ticket direct with the airline rather than giving them any more of your money (even though it will cost you more to do so).
AVOID!!!
Small note: I am a Customer Services Manager at a big international brand. This is so far out of the league of customer service I'm astounded this company can even survive.”
“Very dissapointed with their service .Never experienced such hopeless service from any other travel agents. Bought 2 tickets to Atlanta on line on the 4th Jan all paid for by card. Got a booking confirmation within a few minutes with the itenary with E Tickets to follow.Travel date was the 8th Jan. Waited till the 7th and no E Tickets yet . Rang them up and the agent I spoke to said he will call back in 15 mins. Waited for 30 mins and no call so I called back and was told to wait for another 30 mins as they had to sort this out. Again no call so I rang back and was told the matter had been passed on to another agent. This went on for quite some time and I was getting frustrated as we were flying out the next morning.Eventually I spoke to another agent and was told that due to some problem with the system they were unable to issue the E Tickets and if we still wanted to go on that flight we would have to pay a considerable more money.I rand the airlines to find out if they were still holding my reservation and was told the travel agent cancelled them on the 5th Jan.I was fuming at this point and rang Travel Up again with this information and they were having none of it. We ended the conversation on a sour note and they refunded the money back into my account.At this point the fares to Atlanta sky rocketted due to last minute and we were unable to go thanks to Travel Up”
