“The airline cancelled my flight 2 weeks before departure. This part was not TravelUp's fault, but the way they handled it couldn't possibly have been any worse.
Firstly, TravelUp did not notify me about the cancelled flight. Fortunately, I noticed it for myself when checking the airline's website. When I contacted TravelUp, the customer service was abysmal. They repeatedly failed to send me information that they had promised, and took days to respond to every email.
The only alternative flight they offered was completely unsuitable (it would have involved a 26 hour layover). There were plenty of more suitable flights available online (including with the same airlines), but TravelUp refused to book me onto any of them.
Because they couldn't book me onto a reasonable alternative flight, I asked for a refund. It took them exactly 5 weeks to issue the refund. They charged me a £50 "cash handling fee" and a £30 "booking fee", meaning they have stolen £80 from me and provided nothing in return. This is in addition to the approximately 8 hours that I have wasted trying to resolve this.
I am currently in the process of reclaiming the £80 through the courts, but this has been such a massive waste of time that I urge everybody to just book directly with the airline.”
“fake got the money no flight details given helpline is fraudulent they let you wait for hours and don't even speak be very careful before you buy total scam”
“Avoid the hassle!
I knew it was silly buying from a travel agency in the 21st century. They are an ineffective middle man who will make things far more complicated than they ever have to be.
Purchasing through their system caused a number of issues and by the time I checked out the flight had changed without it being made clear during the purchase process. Immediately after purchase I tried to manage my booking but they don't allow you to manage your flight online. I emailed them to change the flight got a reply later in the day saying that I had an hour to respond in order to change without fees. As I don't check my email that often I missed the boat and now they want to charge £400 for the change 25% of the ticket price.
Avoid the hassle buy directly from the airlines.”
“I booked a flight with travel up and was disappointed to find that luggage was not included for the return flight. I tried to add luggage, but I couldn't get in touch with anyone when I called. I finally spoke to someone on the phone, but they didn't call me back as promised. I tried calling again the next day, but no one answered.
I hope this review helps other people avoid similar problems”
“After booking flights with Travel Up, they changed the flight timings which are now no use. They charge a £50 fee for a refund of monies even when the contract is breached by them. Stay away. Fraudulent business.”
“Similar to other reviews I've read, TravelUp wat to charge the extortionate price of £459 to change my flight date due to an emergency at home. Looking on the airline website, a new ticket from them on the chosen travel date would be £338, so how can the charge to change be more than this?? I know that TravelUp will respond that thay are following the airline policy and this is standard due to airline change ticket charge of £200 plus taxes and fees (how the taxes and fees are almost as much as a new flight is still a mystery to me) but this still doesn't add up to me. And the lack of empathy or slight willingness to help is astonishing. I would definitely never use this agent again and will book all future flight only trips direct with the carrier as there is no benefit at all using an agent it seems.”
“Avoid Travel Up – No Refund After Airline Cancellation for 3 Months!
I booked a flight with Travel Up in October 2024. On the same day, I discovered through the Turkish Airlines website that the flight had been cancelled due to operational issues. Travel Up never informed me of this cancellation.
I contacted Travel Up within 24 hours of booking to notify them and requested a full refund. I was assured in writing that the refund would be processed within 8 to 10 working days.
It has now been almost 3 months, and I am still waiting. Despite multiple follow-ups, Travel Up continues to stall, mislead, and avoid issuing my refund. They know exactly how to drag things out – even when dealing with credit card companies like AMEX. **AMEX cannot protect you from Travel Up!** Don’t fool yourself!!!!
This company’s practices feel like a scam. Even with clear confirmation of the cancellation from the airline, they refuse to take responsibility. I followed every step correctly, but Travel Up has done everything possible to block my refund.
I strongly advise against booking with Travel Up. Your money is not safe, and they will find any excuse to delay and avoid refunding you. They do not follow European regulations and will waste your time until you give up chasing your own money.
**STAY AWAY!! YOU ARE NOT PROTECTED!!**”
“Unfortunately I had the worst experience with Travelup. They charged me £316 (in addition to my original ticket fee of £350 -one way) for what they claimed to be “reissuance” of my PNR number which is wrong, there is no such a thing as “activating your PNR number”. They also sent me an email confirming that they added extra luggage to my booking. When I called up the actual airlines, the airlines confirmed that my booking had ”no” extra luggage and I had to pay again. The actual charge with the airlines was £49.60 whereas Travelup charged me £316 - absolute scammers and a rip off! Anna Davis and everyone I spoke to over the phone, all calls were recorded, everything will be documented, stay toned!
As a result, I will be reporting them and open a case with the Ombudsman services so they stop scamming people.”
“I booked a flight with travel up in October got a email saying I had to reconfirm flight with airline. So last night as it was less than 72 hours to flight. I called airline to reconfirm flight was told that travel up had not confirm flight and my flight was on standby because off that they couldn’t promise seats. Airline told me that I could confirm flight but there was a fee off £340. I paid as I didn’t want to take the change that they be no seats for me. I have since look at reviews and is not first time confirmed flights and hotel hadn’t been confirmed.I called travel up they were rude and wouldn’t listen will not be recommending travel up to anyone didn’t care that I was out off pocket for £340”
“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!”
