“Absolute nightmare to contact - I’ve been waiting 8 weeks for a matter that is yet to be resolved. Can’t even get a refund and have had to contact citizens advice and report to trading standards. Travel up are only sending review links to select customers for reviews.”
“I needed help with wheelchair access for an elderly traveller. I was asked to contact the airline direct rather than going through Travel Up. I asked for a telephone number to speak to the airline as I was struggling to get through to them and was told they do not have a number. It took me two days to resolve the issue by the airline NOT TravelUp. I will never book through them again and strongly recommend that others should consider this before booking.”
“This is the worst experience ever. No reservation was sent to the hotel. We had to take another hotel because the Sheraton hotel haven’t received any reservation from your end. Need to have the money reversed back asap. I will not recommend you! Shame on you!”
“Appalling customer service. If I could have given Zero stars I would have done
We are unable to use a flight credit voucher issued to us…cannot use it online. So have to phone, takes hours to get through….
We were on the phone tried to rebook a flight for over 2 hours got charged an additional £1900 for flights that they could not then confirm. Then told it would take 3-5 days to refund the additional money we had paid. Don’t ever use this company. I cannot word it any more strongly. Avoid at all costs!”
“The worse customers services department - do NOT use. They do not answer emails, cut off calls after being on hold 30 minutes numerous times. PLEASE AVOID!”
“My flight was cancelled on the 23rd of June and I’m here in Manchester airport on the 17th of July just finding out this news. No emails no nothing. I was contacted by Roy Edwards on the 6th July and also on the 12th July with no news of my cancelled flight. he told me that my flight was re scheduled. This isn’t good enough. So now I’m stuck in Frankfurt for over 24hrs in a below average hotel. 24hrs late for my event. No cash card waiting for a flight. It’s a joke first and last time I will be using travel up”
“Not helpful not correct information given.
Not answering the phone putting on hold .
Nearly more then one hours and when they answer relevant person not available.
Do not book with them please check before you book your flight with them .”
“The BASTER Tahir Sajjad booked our family’s 6 tickets, 2 Adults and 4 kids. After booking he Beg to give him 5 stars and we found he even missed one ( Letter ). When I contacted him back he told it will be fixed within few hrs. After that he ran away and not contacting me and other person behalf of him asking £75.00 charges to fix it. He is the MOST UNPROFESSIONAL person we have experienced. I attached e-mail screenshots in which they asking to pay £75.00 , I will complain to the AIRLINE as well.”
“Dreadful experience spent most of my time on hold waiting to get through. After 15 mins wait the phone was put down on more than 5 occasions when I was supposed to fly the day after. Constant cancellation of my flight after taking payment 3 times and offered no help at all. Barely any English spoken on the phone would not recommend”
“Appalling customer service. I had a flight cancellation by the airline, TravelUp told me they could not rebook the flight (even with another airline, despite there being plenty of options), and then would not simply refund my booking cost, they started deducting lots of fees for 'administration' and were unwilling to refund the full amount. In post-COVID uncertainty, I would stay clear of agents like this that try to profit from cancellations and rescheduling.”
“I made a hotel reservation on 6/24 (total cost ~$985 for 3 days) i found out my mother tested positive for covid so i had to cancel my reservation which i did on that very same day 4 hours later. They charged me a $448 cancellation fee. It's worth mentioning the reservation was done 8 days in advance. Completely unacceptable. I travel a lot for business and never had to deal with such a greedy cancellation policy especially for people experiencing a hardship. I advice anyone reading this to stay away from doing business with this company. It might be cheap but it will cost you in long run if you run into any issues or hardships.”
“I went to book this online but needed to call as I got stuck when I tried to add and infant, who is not yet born, so I couldn't add her details to the booking. I called to simply enquire as to how I go about this. I was told that they could do this for me no problem ..... I then spent an hour on the phone trying to book the specific flight I had spent all morning finding. I was first advised that I could fly direct from the UK to Australia with no stop over (something I know to only be offered by Quatar and I was flying with BA) and had to jump through several hoops to get back to the original booking I was trying to do. Ultimately the process took an hour instead of 5 minutes and I still couldn't book on my infant. I had done previous research which mentions having different seat allocation for adults travelling with infants and so when I asked if there was any way of assuring I will have the correct seats I was repeatedly told to not worry and and they will sort it later and it isn't an issue but with no real explanation as to why this won't be an issue. The last 2 minutes of the call then consisted of being told that I wouldn't receive my e-ticket until I do this review and specifically name Junaid & Alex. I have no idea why they would press so hard for a review which was not going to be good but he was very insistent about it also to the point of being quite rude. Fingers crossed I receive my e-ticket and I can add my infant at a later date, whilst also getting the correct seat allocation. I don't hold high hopes but I'm drained from the whole experience and hoping for the best. I would advise against calling at all costs and just do this online!”
“I wanted to make a change to my booking within 12 hours however they said it will cost an additional £300. They booked the wrong date & when I said I need it changing “oh man, any changes are per fare rule”
Next time I will book direct with the airlines!!
Not happy at all!!!!
May&June 2022”
“WARNING DO NOT USE THIS COMPANY
THEY OFFER CHEAP PRICES BUT THE CUSTOMER SERVICE AFTER THEY HAVE YOUR MONEY IS A DISGRACE, THE GOLD POLICY FOR REFUNDS IS A BIG CON, THEY DO NOT REFUND, IF THEY ANSWER THE PHONE TO YOU AND YOUR MANAGE TO SPEAK TO SOMEONE BEFORE BEING CUT OF YOU HAVE DONE WELL”
“Absolutely disgusting we went for one night the advertising of the rooms online is totally the opposite yiu have to make your own beds top up your own electric no towels provided kitchen stunk of sick we had 2 rooms next door and was both as bad all the curtains shredded up kitchen areas in both very unhygienic no windows worked too stiff to open condensation and stains all over the windows would never go again i wouldn't even let my dog sleep there Absolutely gutted I was looking forward to the holiday but Absolutely disgusting”
“If I could leave zero stars I would. Not only was my issue not resolved for 6 weeks I had to pay more for a fare increase as a result. I will never use travel up for any future flights and will ensure as many of the people I know are aware of my unacceptable experience.”
“Your team is not good. Try to train them first. Poor communication poor public dealing. Even one guy hung up the phone while we are saying some thing. Only Milton Grey helped me late night. One team member said we cannot do booking for vouchers at night. Whats this policy?? Milton did it at night then why someone else cannot do it?? I want amswers to all my questions? Kindly ask your team about it. It was an emergency to book the flight but they are just miserable.”
