“Please, please do whatever you can to avoid this company. Made a booking online for a particular date in April. Confirmation came back for a completely different date in March. No problem, we’ll just contact Travel Up and sort it out. Several emails later and I honestly still don't believe they understand the problem let alone the solution. All you get from them is “so sad, too bad move along and stop bothering us”. They fail to acknowledge the problem in the slightest and their only resort is “its your fault you picked the wrong date”. If this were the case I wouldn’t have a problem but I selected a particular date in April to attend a wedding. The date they gave me was some random Monday in March and it’s obviously a systemic issue that they refuse to acknowledge. Please, please do yourself a favour and use one of the alternatives like Booking.com. Im kicking myself that I didn’t.”
“Do not use this company! Booked flights and due to war in Iran have tried to contact them to refund as per airline policy. Phonelines aren't working and they don't respond to emails. Have managed to get refund from credit card charge back. Utter scam of a company. Avoid at all costs”
“Very frustrating experience with TravelUp. I booked my flight in October 2025, and it was cancelled on 10th March, just two weeks before departure. While I understand that cancellations can happen, there should at least be proper acknowledgement and communication from TravelUp regarding the same.
The airline confirmed that the full refund had been processed, but there has been no communication at all from TravelUp. I have tried contacting them multiple times via calls and emails, but received no response, no acknowledgement of the cancellation, and no update on my refund status.
This level of poor customer service and lack of accountability is unacceptable. Based on this experience, I would not recommend TravelUp to anyone.”
“I have booked a ticket with this travel agent with Qatar Airways due to Qatar closure airspace they cancelled my ticket nd they refunded the ticket to travel agent but the travel agent not contacted me yet regarding the refund I tried more then 100 times to contact them but their phone number not working I sent them 50 emails no response as wil really unacceptable behaviour”
“Worst company ever - trying to change my dates for my flight due to war breaking out and nobody is responding. Was on hold for nearly 5 hours every dat for the last week and nobody is responding. My flight has been cancelled and I have been given no option. Been trying to call the whole of yesterday and seems like my number is blocked, if you have any slightest sense of morals respond.”
“I am extremely disappointed with the customer service from this travel agency. Despite Qatar Airlines offering full refunds due to the conflict escalation in the Middle East for any flights booked, multiple phone calls and emails have gone unanswered or ended in disconnected calls. The lack of response and disregard for customers is frustrating and unacceptable. I urge the agency to address refund requests promptly and improve their communications. Until then, I cannot recommend their services.
Many others on social media are reporting the same lack of communication and poor service.”
“Bought and paid for my tickets, 72 hours later no tickets issued. Have tried to call all lines not going through. No responses to emails. Reference number provided is not recognized by Kenya Airlines. 77ZPBC. No update of what's happening. Very disappointed”
“Very disappointed with the service. I booked a Business Class ticket with Turkish Airlines through TravelUp and now need to amend my return flight. When I contacted the airline, they told me they cannot make any changes because the ticket was purchased through a third party and advised me to contact TravelUp.
I have tried numerous times to reach them. I stayed on the phone for over an hour but couldn’t get through to anyone. I also sent two emails to the addresses listed on their app and website but received no response. To make matters worse, their contact number now doesn’t even seem to work.
Please be careful and avoid booking flights through TravelUp unless you are absolutely certain your travel plans won’t change. Due to the recent situation in the Middle East, I urgently need to change my flight, but there has been absolutely no support from this agent.”
“In November 2025 I had flights to the USA which were cancelled due to USA government Shutdown. The airline immediately credited the total cost of the flights via the travel agent, but TRAVELUP only refunded the fees after I got my credit card company to help (over 8 weeks later). They sent me several emails stating 'the credit will be processed in 3-5 working days', but after the time elapsed another email would come saying the same thing. They kept £75 in fees. DO NOT USE THIS COMPANY. Its not worth the risk if the flights get cancelled. They were also very rude, telling me that the more emails I send to complain the longer it would take to process the refund.”
“Avoid. Booked months ago asked to change my dates for 6 months later than original booking. They won’t let me my booking does not say u can not change dates and asked them about this keep sending me same reply. Not letting it go contacting card company plus the hotel”
“I have booked my return flight to India and has made full payment by Credit Card but have not received our electronic Tickets ( Two Tickets ) I have tried to contact but couldn’t get through, was told wrong extension . I am anxious about my booking and when I will get the ticket so that we could check with air Line directly. I am going through anxiety and stress. I have sent e-mail and waiting for reply please.”
“This is the third time I have booked anything with travelup. The first 2 times were within a short space of time and they refused to issue me a full refund after my transit time was increased from 2 hours to 16 hours. I was out of pocket by £150.
This time, I used Trivago and they pointed me to travelup for a hotel booking. They had the cheapest rate at £621.24. After the booking was completed, they refused to confirm it but took my money. After 2 days, they increased the rate to £1242.48! I am still waiting for a refund.
I have never experienced behaviour as atrocious as this from any travel agent. If you call them, they treat you like a difficult customer and make condescending remarks.”
“I recieved a voucher for my cancelled flights and when I try to use it their website doesnt support me using the voucher and they say I need to book the flights over the phone at a higher rate”
“So not use thiis company . You will regret big it . I booked a return flight after checking everything I pad them . When they confirm the flight and noticed one flight details changed and now only with hand bad only . How it’s possible when I checked everything it’s their website. I contacted them within 2 min but wait was over 1 hours. I emailed them but they rejected 3 times . I chat on line and given another email email address but unable to solve the problem. After 3 hours I managed to send the email
Next day I received the call and wanted to£129 to correct the their own mistake . I questioned then how come it’s with checked in bag on 2nd flight but not on first one ,but they will not listen to you even within 12 hour and ticket is not issued. I had no choice but to pay then but it made my flight over £100 more expensive than market price. Pls do not waste your money look somewhere else for peaceful holidays. I will not use them again . Really bad experience”
“WORST COMPANY DO NOT BOOK ANY TRAVEL WITH THEM.
I should have known when I went to book another room for my Uncle on the phone and the agent said he'd call back and never did. My US passport has not arrived and when I went to cancel the booking they were going to charge me the entire booking. I had to move the dates to make it cheaper (even though they were not understanding that I don't know when my passport is arriving) but just to move the dates cost £150.00. There is only one agent available in the UK, there is no Manager to call you back to discuss. It's a total disgrace. Please don't make the same mistake as I did.”
“horrendous experience!
I selected and booked a flight, for which the advertised price was £520. However, the following day, I was informed that the price had changed and I was required to pay the difference. When I asked for clarification regarding the circumstances under which I might need to cancel the ticket, I received no response.
Due to the lack of guidance and clear information from your team, I had no choice but to pay the additional amount in order to secure the ticket. This experience has caused me significant inconvenience and frustration, as I was left without proper support when I needed it most.
It is highly disappointing that, despite being your customer, I received no assistance or clarification regarding your policies. I feel that I was forced into a situation where I had no option but to accept the revised price.”
“TravelUp Claimed My Flight Was “Usable” — But It Was Dangerous
I booked a flight through TravelUp. On the day of travel, Heathrow airline staff told me not to board due to Shenzhen airport closure from a typhoon and strict travel restrictions. Taking the flight could have put me in emergency housing and at serious risk to my health.
TravelUp never informed me in advance, leaving me to scramble for a last-minute replacement flight at a several hundred pound loss.
When I contacted them, TravelUp shifted all responsibility onto the airline, despite my contract being with them. Moreover, they later insisted the flight was “usable,” completely ignoring the real safety risks.
This experience shows why third-party agents can fail you when things go wrong. Book directly with the airline — it’s safer, more reliable, and protects you from middlemen who won’t take responsibility.”
“I was extremely disappointed with the lack of empathy and the sudden fare increase after booking. I purchased my ticket for £710 and then booked another for my Nan at £662 just a few minutes later, as she had a different return date. I received my Nan’s ticket, but mine never arrived. When I called customer service, I was told that the airline had withdrawn the fare, and I would need to pay an additional £209 to proceed or take a full refund.
This was not a real choice for me, as I was travelling to accompany my 82-year-old Nan, who has dementia. I had no option but to pay the difference. I’m still not sure whether this is something travel agents or airlines are allowed to do after a booking has been confirmed at an agreed price.
The experience left me feeling powerless, as the response from the company was essentially “take it or leave it.” If anyone has advice on whether this can be escalated, I’d be grateful.”
