“Overall rating is good from me to Travelup. And Noman Aslam and Rustle have been helpful with changing my dates of departure to an earlier one. Thank you Travelup.”
“I applied online for a refund on our airline tickets. It has taken some time to get a response however they have been true to their word and sorted it out. With thanks to Janki”
“Really poor communication! Trying to get through is a nightmare then when you do very little help or support is offered. Finally got a voucher for our flight in 2 weeks times which was a quick turnaround but had to be given the right time frame. Was given no information on how to rebook or even the voucher code just the email from BA confirming it. Now back at square 1 trying to get hold of someone”
“Although TU has handled my situation in a way that induced my anxiety. Fleming Greyson assured me that he would help me which he eventually did and today the 16th my situation was finally sorted and i can finally rest and be calm knowing that my flight is actually will take place on the 26th.”
“I was phoning from South Africa and was on hold for almost 15 minutes before speaking to an advisor then was on the call with the advisor for another 15 minutes only to be told I need to send an email. May I suggest that customers abroad should have a line dedicated for their use and customers making bookings have their lines as well.”
“I booked a great value transatlantic trip earlier this year Travel Up which was sadly cancelled due to COVID 19 restrictions.
Fleming Grayson from customer services helped process my refund and was able to answer my questions very promptly in the process. I believe he did his job as best he could however I was disappointed by the structures working behind Fleming which made my overall experience with Travel Up poor.
I understand the company are very busy at this time but I had to contact them in the first instance to let them know that my flight was cancelled and ask about the cancellation procedure. This resulted in: a 5 week wait while the booking cancellation was ‘processed’; A 3 working day wait while the funds were ‘transferred’ into my account and finally; and a £50 admin charge to process my refund due to ‘COVID’. At each stage of this process I was asked to contact customer services to check how it was coming along - why does it take so long, cost so much and need reminders from the customer to process a refund?”
“I always book via travelup. Rebooking my cancelled flight has been a bit of a headache and I had to make several attempts byt email and phone, but once the agent was on the case it actually happened fast. Thank you.”
“After thinking I was not going to receive any refund, I sent an email to the ticketing department and had a response! In fact I received a refund but not the full amount they first stated but when I pointed this out to Janki, the balance was Refunded too. Thank you”
“Fleming Greyson was very helpful and sorted out my booking which had somehow been deleted from the carrier's system. However, the remainder of the customer service wasn't good - long queues to reach a customer service person who then cut me off. Were it not for Fleming I would be very unhappy about the service.”
“Gary Smith and Fleming Greyson have been v helpful on separate occasions.
Haven't flown yet so still tbc on that front. Have had a few ups and downs with this booking to say the least. Customer service in terms of speaking with staff has been positive on the whole, but general experience hasn't been the best.
Had a mishap with booking the wrong return date originally (thought this was 100% my mistake however on reading other reviews I'm wondering whether this is a more common occurrence...). Despite noticing immediately and wanting to change these flights and transfer the money paid onto the correct ones plus pay any excess, I was told I had to incur a cost to cancel even though I was planning on rebooking instantly through TravelUp. I was v upset by the amount I was being charged and the rush I was in to authorise (about 15mins allowed), but I then spoke to someone called Gary the following day who was very helpful, rang me very quickly and did all he could to help reduce the charge a bit. Very much appreciated.
Both of the flights I carefully selected at the time of booking have since been changed. Time change for one is not ideal but the other works out ok for us, the principal frustrated me though. Customer service today discussing this has been nice enough and shown efforts to try and help. Have spoken to Fleming Greyson via email and he has been very helpful.
Appreciate that not all of the above has been within travelup's control or responsibility.
The only thing holding this back from an extra star is the lack of further compensation for the hassle of all of these changes, especially in light of the lack of flexibility with changing my flights at the start of the process.
My issues today have been satisfactorily resolved though and I am content with the level and speed of response from Fleming.
Thank you to both Fleming and Gary!”
“if they save you money great, just be aware of fees in the Ts & Cs. I had my flight cancelled by the carrier and Liam Johnson helped me get another flight that same day. Thanks!”
“Travel up sent an email 2 days before my scheduled flight that it was cancelled. It went straight to spam. Only found out about it 24 hours prior to travel because I couldn't check-in online. Only when I rang them did I realise about the cancelled flight and the email. They should have contacted customers via telephone or text message which they didn't do.
However, alternate flight arrangements were made by helpful customer service member.”
“I had a connecting flight cancelled by airline that would have left me stranded in Sao Paulo for longer than 8.5 hours. My initial correspondence with Tim Wave @Schedule Change Department weren't good at all and the service felt pretty basic, crude and rushing me to make a (wrong) decision.
When trying to talk options over the phone, it felts like calls were being avoided. My requests for call backs were denied and never came through.
Worst part of it was he kept pushing me to cancel the booking and seek a refund which is not what I was after.
Nonetheless, I came across Liam Johnson who turned things around in just one phone call. He's been amazing!!! He managed to book me on a direct flight avoiding the (unnecessary) connection. Well done Liam!
I'm rating my overall experience, so giving 3x stars because of my bad experience with the first Customer Service rep.”
“Sofia Smith was very efficient replying to emails when our flights had been changed, offering us a few alternatives. However, I was not happy that the flights had been changed resulting in us losing a day of our holiday with no compensation offered.”
“Booked flights to Istanbul with Travel Up as they came in slightly cheaper than booking direct. Received e mail on the 20th informing us the flight had been cancelled and the alternative was to travel a day earlier although the flight was still up on Turkish airlines website!!
We now have additional costs in renewing our visas and an extra nights hotel accommodation. Think I will book direct next time.”
“Prices were really good although there were many changes to the flights from booking until departure which has made me slightly uneasy.
However I cannot hold travel up responsible for schedule changes.
I found that I had to contact them rather than them contacting me when a schedule change occurred I would have expected them to notify me before the airline rather than me have to inform them.”
“I booked through travel up and right from the Off it was difficult speaking to the staff. I was told to book online. I could not see how to book luggage and called the office again and was told I could not book luggage but finally found online and booked luggage. Later I found that my daughter had mixed up her exam week with holiday week and we needed
To change the dates. Staff (Charlie) was very unhelpful, did not call back, did not respond to emails. Price’s constantly changing and minimum £900 for 4 people to change date plus additional charge for difference in fare. Total additional fee was over £1000. Would not recommend travel up! Problems paying online and even the guy at my bank said “oh when I saw it was travel up I was concerned” he had also used and would not use again. All fine if no contact with people required and no changes required.”
