I would NEVER book tickets with this Travel Agency again. I booked flights 2 months before going on my holiday, and at the time of my booking, I WAS 100% aware that my booking was non-refundable/non-cancellable. 6 weeks prior to my holiday, I had a very serious injury where I tore the ligaments and cartilage in my knee. Obviously, I thought I would be unable to go on this holiday to the Far East for my own safety and medical conditions. I started cancelling the hotels I had booked for my holiday as well as attempting to cancel my flights. (At this stage I had not taken out travel insurance as I thought I had a greater chance of being run over, than tearing ligaments and cartilages in my knee). I had a reservation at a hotel in Singapore that was over £1000 and was also Non-refundable. I contacted the hotel explaining my situation, and all they requested was that I show them a doctor's note regarding my injury. I emailed this to them and within 2 days, I had a full refund in my account and their well wishes for a speedy recovery. There were no questions or interrogation and all levels of compassion where shown, even though the booking was non-refundable! I tried the same with TravelUp, emailing and informing I cannot attend the holiday due to medical reasons and evidence can be provided if needed. I was not shown any level of compassion or sympathy at all. The person I dealt with was called "Muj". I have never come across such poor customer service or unprofessionalism in my life compared to the level of service I was shown from this individual. I was told constantly that the agency cannot do anything, to which I then contact Emirates who the flights were with. They informed me as it is an agency booking, they cannot get involved, however if a £200 cancellation fee is paid from the agency or me, they can cancel the flight. I thought this sounds fair, so I went back to the agency. They informed me that you cannot cancel, and constantly reminded me that I should have booked Travel Insurance and make a claim through that. (Even though I constantly repeated I did not have travel insurance). My friends advised me to maybe ask if they can transfer the flight for a few months down the line. I asked "Muj" at TravelUp for this option to which he said I could. Once I selected a date, he said this is fine and told me there would be a new charge of £450 applicable to transfer the flight. Please note that my flights for the initial booking in the first place were £475. So I was effectively having to pay for another ticket which defies the objective in the first place. I was not angry at the company, but due to the pain and distress I already had, this company only made it worse. They have no compassion or sympathy and clearly are only interested in making money. If a reservation of £1000 for a hotel was refunded, why couldn't this company offer anything, apart for a £41 refund to which I never received a reason to how this figure was calculated. I will NEVER use this company again, and advise people are not fooled by their cheaper price for tickets. (ALL EVIDENCE OF MY CORRESPONDANCE IS IN MY EMAILS)