My partner was hospitalised the week before we were due to fly, I contacted Travel Up to ask whether the flight could be cancelled or transferred, and was told it was 100% non-refundable. I had to ask again about the transfer, and was advised that this was possible for a £250 fee per person plus payment of the difference of any fare and tax charges. I found flights that I wanted to change to, and emailed these to Travel Up. Even though the replacement flights were cheaper, I still expected the £250 fee and probably a little more on top. Having already paid for the original flights, we then received an email stating that we would have to pay just short of the full replacement flight costs to transfer them, and given a couple of hours to confirm the charges before the flights become completely non-refundable and unchangeable. When I phoned to ask what the charges related to, I was told that this was the difference in fare and airport tax from the system that they use to obtain flights, which has different prices to the ones that I can see. I had no option but to cancel and lose the total cost and the flights altogether. The "customer service" is incredibly poor, and they have used deliberately misleading wording throughout, ending up with an ultimatum under time pressure to confirm one way or the other. I would never use this company, and would strongly advise anyone else never to touch them.