“otal scam!
I had an horrendous experience with Travel Up. My flight London-Glasgow has been cancelled yesterday and I called them for a refund.
They asked for my bank details over the phone, to proceed to a manual refund. I was not comfortable giving it in the first place but the lady said it is the only way to have a refund. Once I gave it, i received a text, asking me to approve a £653 transaction! I was still on the phone with the person and got so upset. I obviously did not confirm the text and called my bank Barclays straight away. While we were blocking my card out of security, I received a notification from Barclays saying a £900 paiement cannot be proceed (due to not enough funds), meaning they tried again to steal money! This 2 attempts in less than 10 min.
I also received a few fake Barclays texts/
Calls coming from them (Barclays confirmed they never sent it).
This was a very stressful and traumatic experience.”
“I’ve booked a flight with them but unfortunately I had to make some changes. The changes are being made 2 months before the flight. They quoted me the fee for any flight changes not including additional cost. Their terms and conditions indicate that any flight amendment would entail some costs which I’m happy to pay. However, when I put forward the changes, they tell me there’s no seats available. I asked them it doesn’t make sense because when I checked the flights that I wanted to take instead, there are seats available. The customer officer then said by that I can just buy new tickets if I want to, but will not get any refund in line with their policy. Really? They T&C indicates you can make some changes and in this instance, there are flights available for the ones I was wanting to change. It’s still 2 months before the affected flights and apparently they can’t change them. But I can buy new tickets from them for the nee flights! Absurd. Similar to others’ experience, customer service needs improvement. There was no sense of empathy from the other line and she sounded irritated amidst the respectful approach I took. If you have other option to book, perhaps look elsewhere or be mindful of this experience.”
“The worst experience of my life booking with these scammers. A mistake was made of date of flight, won't send recording of conversations and no refund
Biggest scammers since Dick Turpin and his pals
The worst experience of my life booking with these scammers. A mistake was made of date of flight, won't send recording of conversations and no refund
Biggest scammers since Dick Turpin and his pals”
“What do you need to know before booking with travel up:
1) it is not a regular civilised service. For example, they will not inform you about any flights changes. Mine was cancelled few days before departure but I only found out about it in the airport.
2) it's not a regular civilised service - they do not apologise. They literally don't care and I mean they don't even try to pretend they do. Customer service standards offered by Mr Ali Shah (the owner) are extremely low.
3) once you want your money back for the service you didn't receive (like a cancelled flight without notification from your agent) they will refund you. But they will deduct a significant amount of your money for their service (which service?). In my case it was 1/3 of the price of my flight.
Resume: if you prefer to avoid 3rd world service that looks more like a scum obviously avoid Travel up.”
“Waited on phone for over 30 minutes
Eventually when call answered operator rude and because I was slow (less than 30 secs) in getting the booking reference number just hung up. Appalling service avoid like the plaque”
“Booking HTT-FBAS4V_9 They charge cancellation fee of $187.00 on hotels stay, I wasn’t expecting that, because it was only few days after I made the reservation, be careful when you book with with them , you should try traveluro, they have cheaper rates, free cancellation and excellent customer service,”
“Where do I begin? To start, I booked a Finnair ticket through TravelUp rather than directly with the airline, as they advertised that it included two pieces of hand luggage. However, upon checking with the airline, I discovered that the fare was 'Superlight,' meaning it only included a personal item. When I raised this issue with TravelUp, they continued to insist that two pieces of hand luggage were included. The communication was utterly pointless. Later on, the airline cancelled my ticket at the last minute and offered a full refund. Although the refund was promptly paid to TravelUp, I had to send numerous emails to them as they repeatedly delayed sending me the refund, citing absurd reasons such as requiring declarations from my bank to prove the card was mine. Eventually, when the refund was finally issued, I discovered that TravelUp had charged me 50% of the ticket price as an admin fee for the involuntary change initiated by the airline. When I queried this charge, they claimed it was stated in the terms and conditions. I find it completely unreasonable to charge customers 50% of the ticket price when it was the airline that cancelled the ticket. I could understand paying a nominal admin fee, but charging 50% of the ticket price for changes that were beyond my control is utterly ridiculous. This company is a complete joke and should be avoided at all costs!”
“BEWARE! Booked a flight for seven people, realised I had booked the return date incorrectly, one day out. I emailed travelup within 10 minutes of booking and called them straight away to change it over. They wanted £75 per person to change the date despite the flights costing the same on both days. They discounted it down to £150 for the seven and sent me a 30 minutes link telling me that after that they won't change it and they won't be responsible anymore. Extremely poor customer service, hidden charges, basically a con company praying on people's mistakes. Over 4k in flights, yhe worst customer service I have ever experienced and I'm not even close to boarding yet! Hopefully the tickets actually show up and the plane doesn't leave without us! BE WARNED! BOOK DIRECT WITH THE AIRLINE!”
“I'll echo what a lot of people have written here, DO NOT BOOK WITH THIS COMPANY. Book directly with the airline instead.
Booked a return ticket to Kenya via Emirates, paid £775. The day of the flight, emirates advised anyone transiting through Dubai that they won't be able to fly. Full refund offered to all those who chose not to fly at a later date.
TRAVELUP informed me that I would be entitled to £637.23. WHY? I didn't cancel.
As a matter of principle, I plan to spare no expense to expose this agency and escalate everywhere possible.
I paid for something, I didn't get it, no fault of mine, and I'm getting a partial refund?
Emirates conditions are very clear if you're unable to travel, but I guess TRAVELUP still want a commission on a service that never took place.”
“I am due to travel back to the UK from Panama city Florida, via Atlanta in June. Through no fault of our own our flight from Panama has been put back one hour, meaning when we land in Atlanta we have a tight schedule of just over 1 hour to land, make our way through he airport and board our plane home.
My wife initially spoke to Norman Aslam in customer service, before handing over to me. Mr Aslam was next to useless when I tried to address the problem. He insisted we would have enough turn around time, 1 hour between landing and take off at Hartsfield international in Atlanta, with two of our party requiring assistance on and off the plane. He was no help whatsoever. I asked if we could move to an earlier flight from Panama city but was first told that was not possible, as I would have plenty of time to make the connecting flight, when I persevered, he told me he could move me, but we would have to pay for this, whereas Delta airline said, as it was their fault, we would not be charged. The words 'customer service' should be a clue that you are there to help the customer.
Travelup slogan should read 'Take the money and run'
I will never recomend this company, only advise people to steer well clear.
In future I will book through the airline themselves”
“Do not book through this company. My flight was cancelled due to a storm (not their fault). I needed to rebook flights so accepted a travel credit voucher. It appears that the voucher is only useable on certain flights, i.e. not the cheapest or most convenient. I offered two different airports, the whole day for times of the outgoing flight, but my voucher was only redeemable it appears from Heathrow (I live in S.Wales) on a BA flight at three times the value of the voucher for the original flight.”
“Uses non PCI compliance for credit card details. Did you submit your credit card details on THE payment provider's website? Or were you sent to some obscure website where you had to submit your details. PLEASE check your link BEFORE you click on it.”
“I had booked with Travel Up in December 2023 but at the last minute on 2 April 2024 Qatar Airways cancelled our flight on 4 April 2024. We were very upset coz our Eid Holidays are going to be ruined. On the morning of 3 April we contact with Travel up and i spoke to a Gentleman named SHAHBAZ SIDDIQUE who really saved our Eid holidays by Rearranging our flight in just a short time. Thanks for His big help. We are now travelling on 4 April 2024 on Time and will be there on Eid with our Family.”
“Tahir Sajjad was very helpful. From the moment I called he explained everything very clearly and I felt confident to finally book and pay for 2 flights both with different dates.
Thank you so much Tahir! I feel very looked after and will book through Travelup again!”
“I managed to sort out my booking with an amazing customer service officer named Shiakh Omar, he must be a gem to the company!
It is highly appreciated the way he supported me with whatever queries I had and also in an excellent manner, with patience and consideration!
We had two telephone conversations and several email exchanges which he very efficiently dealt with.
An absolute pleasure to get such high-quality service from him!”
“Bunch of Crooks! Stealing you money.
I have been waiting for my refund for more than three months now without any results. Four weeks ago they made me me believe that I would get my refund in 3-5 working days. Still no money on my account. I have spoken to several people from their stuff strictly online because their lines are always off or no one is reachable. I believe I am contacting always with the same person under different fake contact names. Fake company Fake staff. Avoid them at all costs!”
“Taking TRAVELUP TO COURT for refusing to refund
I bought two tickets via Travel Up - from London to Philippines and return, 3 months in advance. Same day, I asked for cancellation and refund. First, they game me only two hours deadline to ask for a refund (no deadline was not mentioned anywhere in their Terms and Conditions), and when I missed their deadline they refused to pay completely. Their excuse: they bought discounted tickets that cannot be refunded :).
To be clear: I was NEVER informed about not being able to cancel, at the moment of purchase. I never agreed to forfeit my customer rights. (Also, their 'discounted' tickets were £200 more expensive than standard airline fares).
I do not understand how they are accepted on Skyscanner. There are plenty of people calling TravelUp a fraud, but TravelUp doesn't care: they simply hired online trolls to attack any complaints and post fake reviews.
I took them to the small claims court. Now they will have to pay not just for the plane tickets, but also for my distress and for my legal expenses. Lesson learned? :)”
