“I had to reduce my booked 14 night hotel stay by one night and expected the refund to be the cost of that one night (£66) minus a £10 admin fee per person.
So the refund would be £66 x 2 = £132 minus £20 admin= £112.
But the agent said he would rebook the entire 13 nights which he claimed was now costing £68 a night (even though the lower rate was still showing on their website!) and my refund would be just £58. Nah - I couldn't work that one out either!
Despite exchanging e-mails and talking to Travelup agents, I have been asked to jump through so many hoops to get this paltry refund amount, that I have kept my booking as it was.
I think the problem was compounded by the fact that neither of the two agents I spoke to, Danny Morrison and Charles Tyler were very articulate and certainly weren't willing to put in writing an explanation.
So much for "free cancellation".
Shan't use them again.”
“DONT USE THEM
I booked a flight 2 month before I was going and thought the service was good and easy to use. THEN THEY CANCELLED our flight. The reason was the flights have gone up and I need to pay extra if I still wanted them.
They shouldn’t b able to get away with this. I ended up booking with another company and had to pay extra.
This company won’t give me a refund for 2-3 months
I WONT BE USING AGAIN”
“Airline cancelled my flights and have refunded my money to Travelup. Travelup have kept that money and they have not refunded it to me and are not responding to emails.”
“If ANYTHING on your booking needs to be changed then good luck to you. 5 months after I was told my refund had been accepted and was ready to send I am yet to receive a penny.
To this point I have sent exactly 74 emails, made multiple calls, and I am still being given the same excuses and lack of information as on day 1.
The few responses I have received have been short, vague and littered with errors. I discovered the company is run from a residential property and I have major doubts that the company is fully legitimate. Without a doubt the worst customer service I have received from any company in any field. At least I have learned to book direct.”
“Booked with Travelup to got USA. Good price OK, but was not informed the price included NO CHECKED BAGGAGE, so when I got to the check ins it cost me another £300 . A lesson learned - never again. Book direct !! What an absolute con to make you think you are getting a best price deal!!!!!!!!”
“I had to make an amendment to my hotel booking. Emma, the Specialist Hotel Consultant, was extremely helpful she contacted the Hotel and I was able to make the necessary changes at no cost. On a whole I am very happy with the service I received.”
“Fleming Greyson was very efficient and quickly informed me of the change in my tickets and I had my new tickets within 24hrs. Great service and communication!”
“My flights were cancelled so was offered alternatives on same day which also got cancelled. I was then offered return flights 3 days after I was due to return which I rejected.
I was then told to cancel my booking but my refund would be a minimum of 8 weeks and it would be minus taxes and admin costs. This company is disgusting as I then went online to fine the same flights but twice the cost of what I had originally paid
I would advise everyone not to use this dishonest company”
“Sofia Smith could not have been more helpful when our SAA flight was cancelled and we needed to be rebooked. I will definitely use Travelup again in tbe future.”
“Travel Up took payments for our trip to Thailand including internal flights.
I was contacted months later to say that the last leg of my flight London to Manchester could not be completed as the flight times that I was offered was not available. Why would a company offer a flight when its not been posted by the airline?
I was offered a flight back from Bangkok the next day, but this did not suit our travel plans.
I contacted BA to see why the flight wasn't available and they said that they only list flights so far ahead. I then asked was I booked on to any other fights that I had paid for and I was informed that I wasn't booked on any flights with them and the plane was almost full.
I again contacted Travel Up who denied this.
Weeks went by and Travel Up again changed by return flight to the 10th January. I again informed them that The only flight that needs changing is the one from LHR to MCR yet they continually change the wrong one.
This is becoming very stressful and the customer service is awful. With Travel Up sending the same emails back to be when all the need to do is change the date of the last leg. Which was a leg that they took money for but could not honour.
I have now asked for a Senior Manager to Call be and a copy of the complaints procedure.
My advice is there are lots of agencies doing flights with sometimes just 3 or 4 £ between them.
I raised this matter 2 weeks ago and they still have not contacted me.”
“We purchased two tickets through Travelup for a flight on Virgin Atlantic premium class at a good price for Orlando,....after logging into our booking we realised they are selling economy seats as premium seats so it was not in the cabin class we booked.
I received a call from a representative from Travelup (Jade Turner) who said that the tickets were now not available and emailed me the two reasons on separate emails to why the tickets had to be cancelled (for some reason she changed her mind from the original reasons given over the phone)...... I said I would call the airline to check this out as it sounded like a scam as her replies seemed very generic and unhelpful.
1st excuse was due to GDS system synchronization issue & 2nd excuse was that the particular premium economy deal you booked is not valid anymore.
Virgin Atlantic confirmed that both of these excuses were not true as there was plenty of availability in this particular cabin and that it may of been a way of up-selling tickets to customers.
Be very careful when booking with this company as they move the goal posts and tell you lies to suit them to cover up their mistakes after you have booked and paid for your tickets.
Obviously I will not be using or recommending them in the future a very disappointing experience which has also been reported to Virgin Atlantic for further investigation.”
“We hopefully have a reservation coming up through travel up. The dates are incorrect, there is one day we didn't ask for. We informed them of their error and they informed us they couldn't change this. They also tried to charge us because of the change. We have waited over a week for the answers and we leave in 18 days. We travel globally 4-5 times a year. I never had this trouble with any other site. Buyer beware. Rude agents who are not helpful. Very slow response time. Not customer oriented at all.”
“On 17.11.2019, I wanted to book a hotel in Trivago.
The Travel Up group recommended the Dubai Atlantis Palm Hotel with my favorable offer.
I paid the requested amount. I did not receive a reservation for a day and then told me they could not book our accommodation.
They asked me to pay cc15% extra and they could secure the accommodation. Finally, my 3 year old child chose this accommodation based on the Hotel video.
So I transferred that amount as well.
Then one day they rewrote it:
Hi
I am really sorry we were unable to confirm your booking on this occasion.
Your refund will be processed to your original payment card shortly.Please note it can take 5-7 working days to show in your account.
Once again please accept our apologies if we can assist you further please do not hesitate to contact us.
Kind Regards,
Nick
Hotel Consultant
TravelUp Group
Sales Telephone numbers:
UK 01189 707473
Australia +61 2-8310-9960
Ireland +353 1 903 8797
USA +1 646 844 9197
Canada +1 647 243 3958
New Zealand +64 4488 0420
TUG PLC
NEVER BELIEVE IN THIS WINDSHIELD MANIPULATIVE COMPANY !!!!...”
