“30.04.2026 UPDATE:
The trip has been and gone, we did not make it.. we ended up having to book it again separately with a different airline and NOT through a travel agent. Never again.
I have still not heard anything from TravelUp, which is incredible, they are completely avoiding any contact/support/duty of care.
Highy recommend you do NOT use this company.
**
03.04.2026 UPDATE:
Terrible..
My flight is now in 2 days.
I initially tried to contact travelup for 3 weeks by phone, email and contact forms EVERY day with no response, phone lines not working.
2 weeks ago, they finally came back to me.. Responses were excruciatingly slow but at least I finally got through.
Today, 2 weeks later, I’m still trying to sort my name amendment.. they have been absolutely incompetent, it’s like talking to a brick walI, making 0 effort to actually move this forward.
I ended up contacting airlines myself and got the name change authorisation TravelUp say they are waiting for from airline, after me doing many many phone calls back and forth with airlines (airlines said TravelUp should be doing this not me as there is a simple process/contact line between them).
- Airline has confirmed to me that the name correction is AUTHORIZED for both flights.
- They have already entered the OSI/SSR remarks into the GDS (Global Distribution System)
- As the ticketing agent, TravelUp has full visibility of these remarks.
TravelUp’s refusal to process this is now willful negligence.
Tomorrow is a bank holiday and I’m flying Saturday morning. If this doesn’t happen today I won’t be able to make my trip which is extremely important to me.
This has been incredibly stressful and honestly I’ve never had to deal with a company that is so unresponsive/unhelpful.. how are they allowed to operate?
ORIGINAL REVIEW:
I don’t like to leave negative reviews, but I’m super stressed about this and shocked that despite trying every day, several times a day for nearly 2 weeks - I can’t get through to anyone at all to talk to at TravelUp..
I need a name correction on my flight ticket as it’s slightly different on my passport - I’ve contacted the airline who answer no problem and are easy to get hold of, but unfortunately TravelUp hold the tickets and they need to do it.
I’ve used every contact form on their website I could find, used every email address I could find for them, and every phone number, and tried calling every day being in queues for 2 hours trying to get through.. the one time I did manage to get through, the lady said she had to transfer me to another department, and then I was on hold (complete silence so I had no idea if I was on hold or just forgotten) for another hour..
I’m really worried as I need to make this small tweak to my booking, otherwise I might not allowed to board the flight and cannot afford to lose these tickets - but I’m totally out of ideas on what to do or who to contact - so I’m leaving this here in the hope that someone will help?”
“Its now been a week since Tavelup(owner)... who is that??.. replied with apparent concern to my review of the, in my view unlawful treatment of the flight booking i made to Jordan on 11th april. He/she asked for my booking reference (which you had already!) so that further consideration could be given to the cicumstances and the complaint. Sounded promising but nothing has happened and by investigating other previous reviews i notice that the 'owner' has made similar statements and i presume it is just a pretence of concern to deceive those looking at reviews as no followup 'investigation' exists as far as i can see.”
“This agent is not reliable, their customer service is awful, my flight was cancelled due to current circumstances and didn't answer for refund it has been awhile”
“Absolutely useless service
Booked flights through this company. Flights got cancelled due to disruptions in the Middle East. Tried to ring them and emailed multiple times. With no response from them. So please please don’t use them. Stay away”
“My wife was stuck in Java because of the trouble caused by america and the airline cancelled her flight and the only way to change her booking was through TRAVELUP
so she emailed them got no reply I tried to call
Them from UK sat in queue for an hour and was still 36 in the queue so I emailed them got nothing my wife filled in the form online and got no response between 24 to 28 March we emailed and tried to call without success as her flight was 30 march and only travel up could change the booking we paid another travel company for another ticket to get her home on 2 April
On 28 march travelup sent reminder to book in for her flight that had been cancelled 6 days
Before so we are £223 out of pocket if we get a refund”
“Absolutely shocking experience trying to get them to confirm changes to my flight. Hours on the phone. Emails and complaints ignored. Lied to. Flying in 9 days and they really don't care. Avoid at all costs! 🤬”
“DO NOT TRUST THEM！ I booked return flight tickets with them for a holiday, London - Hanoi. Then I had to cancel the return flight from Hanoi back to London due to some urgent family issue. I have contacted airline company and was told that my ticket was refundable, however, I've haven't heard anything from Travelup after I sent them >10 emails/requests, I tried all different email addresses from their website but just had no response!!! They are just a scam!!!”
“I am currently experiencing an issue with a booking made through TravelUp (reference 9NVAIW).
I have contacted customer service several times regarding a name correction, where the first name and last name are reversed for three child passengers. This is a simple correction to match passport details, not a change of passenger.
On each occasion, I was advised that the request would be handled within 24–48 hours. However, I have not yet received confirmation that this has been resolved.
I was also informed of a £100 per passenger charge, which I feel is quite high for what appears to be a minor correction.
I would appreciate if this matter could be reviewed and resolved as soon as possible, as the travel date is approaching.
I hope TravelUp can assist in resolving this promptly.
Thank you.”
“AVOID THIS AGENT. They have an awful customer service. My flight was cancelled but haven’t received a single email or a reply to mine from them. Everyday, when I call, it’s the same number of people in the queue(50+). I will escalate this.”
“I booked my flight through TravelUp and initially everything seemed fine. Shortly after, I was told my outbound flight had changed. I contacted them for reassurance after receiving an email stating I could cancel for a refund or request an e-ticket.
During my call, I made it very clear that I did not want to cancel and that my flight should remain as booked. I also followed this up with an email confirming the same.
Two days later, I discovered — only after contacting Emirates directly — that my flight had been cancelled without my authorisation. TravelUp have not confirmed the cancellation to me, nor have they issued a refund or voucher. They are currently holding my money without providing the service.
I have tried repeatedly to contact them, spending hours in queues. I’ve gone from position 2 to 22 to 42, only to be cut off and unable to get through at all.
This has been an extremely frustrating experience with poor communication and lack of accountability. I would strongly advise others to be cautious when booking through TravelUp.”
“Absolutely shocking experience with TravelUp.
Our flights were changed in such a way that the connection became completely impossible — our incoming flight lands hours after the connecting flight to London has already departed. This is not a minor change, this is a broken itinerary.
Instead of fixing the situation properly, we were pushed towards paying extra for alternative flights, even though under UK passenger rights we are entitled to a suitable re-routing at no additional cost when the airline changes the schedule.
Customer service has been extremely frustrating — no real solutions, no responsibility taken, just pressure and delays.
We are now taking this further and will be pursuing this formally. This is not something we are going to accept.
This is the first and last time we ever book through TravelUp. I strongly advise others to think twice before using this company — if anything goes wrong, you may be left completely on your own.”
