“Really disappointed with this untrustworthy company. Airline changed flight timings so we had to cancel. TravelUp charged a £50 "admin fee" which was in their small print apparently. Waited several months to be refunded the cash and I'm still short of £50 yet. Stay away from this sketchy company. Customer service sporadic and evasive.”
“We booked a return trip to Japan in late May 2025. We requested window seats when paying for our tickets
When we started our journeys, we did not have window seats.
I emailed them the day of our journey (16 May) to complain and requested a refund for the seat selection fee we paid. I sent a follow-up email on 22 May as I had not received a response.
I FINALLY received a response, 7 weeks later on 3 July saying that the seat selection via TravelUp is subject to availability and that they won't process a refund because we didn't pay for seat selection.
The worst part of this service is the fact that we received a response from their customer support after 7 weeks.
Terrible customer service.”
“RUDE AND UNHELPFUL - DO NOT USE
I booked a multi-city flight with Qantas and Jetstar through travelup - what a mistake! Jetstar has decided to close its Singapore operations and there is no alternative flight. Jetstar have said I am entitled to a refund of the impacted leg (which I have in writing), but as I used an agent I have to do it through them. Travelup refused to do it and offered me a ridiculous 37hr flight as an "alternative". They were rude and unhelpful - DO NOT USE THEM”
“This is the most appalling company I’ve ever come across. My teenage daughter travelled across the country having booked a hotel room for a concert to find the hotel had been double booked by 21 rooms by Travel Up.
Travel Up did NOTHING to help me and left 42, mainly young teenage girls, with nowhere to stay as the whole of Cardiff was full booked due to the concert. The hotel kindly offered them to stay in the lobby so they were safe. I am appalled at the lack of duty of care by Travel Up. Disgusting.”
“Very disappointing experience with TravelUp. I paid £58 per seat for Air India seat selection, but due to a change by the airline, the seats were not provided. Air India confirmed the refund and directed me to TravelUp, but after initially agreeing, TravelUp backtracked and refused the refund. Poor customer service and no accountability despite clear proof. Would not recommend based on this experience.”
“The agent, Kyle Roberts, was very helpful. He responded quickly to emails and helped me secure my flights to Australia with a reduction in baggage costs.”
“I booked 2 rooms in Turkey, found a mistake in the names, it is impossible to enter the personal account, I called the hotel, they do not have my reservation. I decided to cancel. For almost 2 weeks they have been feeding me "tomorrow" about returning the money. I do not know what to do, it is 3500$. And they do not even send an official confirmation of the cancellation of the reservation. I am crying. This was supposed to be the first meeting with my mother in 10 years.”
“Horrible horrible service. Very rude and unprofessional. I had to change the date of my return flight, initially they won't respond after contacting them multiple times, then after so much struggle, they agreed to change the dates and sent me an invoice for payment which literally had 0 charges added to it, hence i was unable to pay and proceed further. Again tried to reach them over and over again but they never responded and my all money gone wasted. Never use this agency. Attaching the proof”
“Very bad service been on the phone for over 1 hour and 30mins, wanting to change my flight details and so far been pass around departments. PLEASE DO NOT USE THiS COMPANY”
“Terrible company! When selecting the typr of card in the payment method, it shows as £0 surcharge, however they charge extra fees for using a corporate card. You will not realise until the payment has gone through, so you end up paying more than you expected (over £50 in my case for a flight).”
“I have dealt with Travel up before and they were ok. Today I spoke to a guy called Ghani Usman and he was brilliant at sorting out my travel plans, he is a credit to the firm, well done.”
“Shocking Customer Service – Rude Staff and False Information
Our experience with TravelUp has been extremely disappointing. Not only were we provided with completely incorrect information about our booking, but when we called to resolve the issue, the customer service was absolutely appalling.
One of the agents literally yelled at us over the phone, and even went so far as to say, “So do you want the company to pay the difference from their own pocket?” — an outrageous and unprofessional remark. Instead of offering help or taking responsibility, they were dismissive and rude throughout the call.
To make matters worse, the supervisor we were transferred to was just as rude and unhelpful. We expected some level of professionalism and accountability, but unfortunately, we received none.
I would strongly advise others to stay away from TravelUp. They clearly have no understanding of customer service or how to treat people with respect.
Customer agent: Yasser Ali & Rasool
Supervisor: Mark Vincent”
“I got into difficulty when I was in dubai and had to return home early. I requested a change in my flight date. TravelUp charged me £318 to change my flight which was almost as much as I paid for the flight in the first place. When they sent me the invoice it stated £25.14 for flights and £292.56 for tax. If it only cost £25 for the change of flight how on earth is the tax £292???????? I feel like TravelUp have scammed me out of alot of money rather than help me in a time of need. I would not use TravelUp again and would not recommend anyone else does either.
UPDATE:
I spoke to emirates who confirmed they have a change fee of £75 + the difference in flight cost which was £25. Therefore it appears TravelUp charged me about £218 to change my flight. This is beyond excessive.”
“I had a frustrating and unfair experience with TravelUp regarding a flight date change.
🔹 On 20th March, TravelUp quoted £369 for a flight change when the ticket price was showing £838 on their website. The breakdown was:
£245 fare difference
£49 tax difference
£75 TravelUp admin fee
🔹 Later, I was told that after removing the admin fee, the total should be £319, which I paid.
🔹 Now, the same flight is available for just £791 (which is cheaper than before), yet TravelUp is suddenly demanding an additional £129 to rebook. This makes no sense! Why should I pay more when the ticket price has dropped?
🔹 My original ticket was £611, and I even paid £50 for a “flexible ticket”, which is a complete scam because they are making it nearly impossible to change my flight without overcharging me.
🔹 The payment link TravelUp sent for £319 showed only £44.68 as the actual fare, with the rest labeled as “taxes,” which feels like hidden charges.
🔹 After all this, now they are only offering me a Saturday flight, which is significantly cheaper than my original flight! I am still waiting for my updated ticket, and at this point, I am unsure if I will even receive it.
Instead of honoring their original quote, TravelUp keeps moving the goalposts, refusing to provide the Friday flight unless I pay more. This is nothing but exploiting customers and using their situation to extract more money.
I have screenshots of all emails, pricing inconsistencies, and misleading charges, and I will be raising a formal complaint. If you value transparency and fair pricing, AVOID TravelUp at all costs.
Unethical, misleading, and customer-unfriendly!”
“I got a good deal to travel to India compared to other travel agents. Kyle had given me a quote which was still valid the next day in spite of price changes. I got my flight confirmed the same day within 2 hours and my e ticket the next day from the airline. Thanks Kyle!
San.G”
“The agent I spoke to (Kyle Roberts) was really helpful, providing advice on what the best connecting flight option would be for my long-haul journey, and patiently explaining the process step-by-step, allowing me time to check over all the specifics of my complex trip. He was on the phone with me throughout, for over half an hour, pausing while I was reviewing the details without putting pressure for me to finalise the reservation.
The price I found on the TravelUp website was one of the most competitive out of those I saw on fare comparison websites, and the whole process very straightforward thanks to his excellent customer service.
I received the ticket in way less than the 24h standard turnaround, as I completed the reservation with him in the evening, and the flight tickets were with me the following day in the morning, which was really great.
I recommend this website with no hesitation.”
“Have had really good service with travel up as my return flight was cancelled. Rang Nauman and he got it all sorted after a couple off days great service guys”
“I booked a round-trip flight from London to Côte d'Ivoire via Casablanca through TravelUp. Due to unforeseen circumstances, I couldn’t make my initial outbound flight, so I immediately booked another one to catch up with the rest of my trip. However, upon arrival at the airport for my connecting flight to Abidjan, I was blindsided by the shocking news that TravelUp had completely cancelled my entire itinerary—without so much as a notification, let alone the option of a refund or rebooking.
When I reached out for support, TravelUp was utterly unsympathetic, unhelpful, and dismissive. Their justification? Buried on the seventeenth page of their fine-print terms and conditions, they apparently had the right to cancel my entire booking without informing me. This is an appalling business practice, prioritizing profit over customer service and transparency.
As a result, I had to scramble to book new flights from scratch—at exorbitant last-minute prices—while dealing with immense stress, which ultimately ruined my vacation. On top of the financial loss, I became severely ill due to the chaos, making the whole ordeal even worse.
TravelUp offered zero assistance, zero compensation, and zero regard for their customers. I wouldn’t recommend this company to my worst enemy. If you value reliability, clear communication, and even a basic level of customer service, stay far away from TravelUp.
DO NOT book with them unless you want to risk losing your money, your trip, and your sanity.”
