“I booked a flight from Dubai to Heathrow, Heathrow to Edinburgh. When I got to Heathrow I was told that I needed to get Gatwick as my flight had actually been booked from there. Following my eventual landing in Edinburgh I contacted Travel Up who were outright rude and said "you booked the flight its your problem" and would not provide me with a refund. I had to ring back and forth with BA and Travel Up and it was actually BA who offered a small refund. Anyone thinking of using Travel Up stay clear, the reason they are cheap flights are because they book them incorrectly and don't help you when things o wrong!”
“Booked a flight LGW to Cape Town flying Turkish Airlines. Was take ill over 2 months before the trip (in hospital) and knew that I would not be able to do the trip. My friend who I was travelling with had no problem cancelling her ticket (with a small cancellation fee) which she had booked direct with the airline. Travelup refused, blaming the airline. They then made up lots of excuses why the airline refunded and they couldn't. Was promised a refund of the tax within 6-8 weeks, which I've had to chase as it's been over 10 weeks now, but I'm not holding my breath.”
“Very rude abrupt and aggressive on the phone. Even though sometimes you cannot get a refund on a booking, which i can understand, no one needs an attitude like theirs. Complete cowboys with no customer service.”
“Unbelievably rude on the phone , I tried to cancel my booking 20 minutes after booking. But I ve been told cancellation isn't permitted and I will loose all the money , also I can't modify or upgrade my booking either . Absolute buulshit . Worst ever experience .put me on hold for ages and hang up on me when I try to discuss my problem. Thier terms and condition's are a catch , I wouldn't reccomend it on in a million . Horrible and and unbelievably shocking . Never again”
“Prices advertised are false, the flights don't exist but still they advertise the low prices. When you call to check, the actual prices are four times more expensive and when you query this they simply hang up on you! Shocking, thank goodness I wasn't able to book online!”
“I bought a $2000 ticket through TravelUp and when an agent at the Israeli airport wouldn't let me board the plane because he was confused about which documents i needed to board TravelUp wouldn't help me. The airline made it clear that I had to go through TravelUp since they are who I bought the ticket from, but when I called them (while I was stuck in the Israeli airport) the kept saying they would have it resolved in "3-4 hours." Two days later they said, nevermind, we cant help you. I had to pay another $2000 to get out of there.”
“Tried to check in online for our honeymoon flight to Cochin, only we couldn't because according to Kuwait airlines we're too early to check in. I double check all dates and all information is correct and still we're too early to check in. When I called TravelUp they told me the airline had changed the flights and we were to be booked on a later flight, which missed our original connection and meant we would have to wait 22hrs in Kuwait airport. As this was not an option, the only other thing they could offer was a flight a day later, meaning we missed a whole 24hrs of our honeymoon. I spoke to the airline directly who informed me they had sent out an email informing all agents that the flights had changed weeks prior to our departure. If only I had read this review site before booking, as there are plenty of similar tales. DO NOT BOOK WITH TRAVELUP. Spend a little extra and ensure you get what you pay for.”
“We lost £3700.00 thanks to them as they did not inform us about an airline time change. We got there for the time supplies and the airline told us the plane has left already, travel up should of informed you on time changes. Never use the, I've even gone to social media to advise people stay away from this dodgy company.”
“Terrible customer service, staff are very rude and really unhelpful. Had a genuine problem with one of our children's tickets and they suggested we either page an additional £1000 or leave one of our children behind.
Don't use thus company, go direct or somewhere else.”
“Travel Up failed to notify us that our flight had been postponed by 24 hours - we didn't discover this until we arrived at the airport. We wrote to Travel Up the day before our booked flight to confirm details and ask why we were having trouble with the online check-in, but they did not tell us that our flight had been changed, even at this point. When we asked for compensation for our travel expenses to and from the airport, for the unused accommodation costs incurred, and for the shortening of our (already short) holiday by 1 day, they refused responsibility, despite Air France, the Manager of London City Airport, and the CAA all insisting the the responsibility for the error was solely Travel Up's.”
“Travelup are ignorant and incompetent - dont book with them.
They blame the airway for their ridiculously high cancellation costs (in my case 400 pounds!) even if the booking was made less than 24 hours previous to cancellation.
Also I have a ticket booked with them with only one hour at the airport to collect baggage and transfer to the next flight which is an international flight - when ringing travelup concerned that I may miss my international flight they blame the airline instead of finding me an earlier domestic flight with ample time to catch my connecting flight. Incompetent and unhelpful. DO NOT BOOK WITH TRAVELUP.”
“The worst company I have ever attempted to book with. Following multiple calls lastin literally hours. I was told I could not book with them. However two weeks later they still hold the money for my flights which is over 1000 dollars despite them accepting I have no flight booked with them. Multiple calls to their call canteen which is an overseas call centre as well as multiple visits and phone calls to my bank and half a month later I'm still no closer to having the money back. In short the worst service I have ever experienced”
“Never make your booking through travelup!! Once you buy the ticket, you are trapped, and they take the full advantage of this. This agency takes ages to respond back to the emails and never want to help out their clients. If you call them, they will put you on endless waiting, and they will never call you back.
My recent experience was a nightmare with this agency, they lied to me about the flight schedule and issued me a ticket with a forced 22 hours layover at the airport with no accommodation.
If you don't want to ruin your trip, I would strongly recommend never to make travel arrangements with this agency.”
“Read the fine print carefully. We needed to change our tickets and there was NO flexibility. They charged us more to change than our original tickets. Never again.”
“Having made a booking, I then received a conformation which did not have the correct of outward flight. I informed travel up and was told that I had only 2hours to cancel my booking at a cost of £163 or there was no refund after that 2hrs. WHAT A FARCE. CROOKED AND DEVIOUS .PLEASE READ THE REVIEWS OF THIS COMPANY BEFORE YOU COMMIT TO A BOOKING”
“My partner and I booked tickets to visit Ethiopia, for a proper adventure. We were very excited and booked our tickets without issue.
We were due to fly out in mid-November and mid-October the FCO changed travel advice not to travel unless absolutely necessary due to riots and violence throughout the country.
We contacted Travel Up who refused to deal with us on the phone and sent us a generic e-mail offering £30 back on each ticket. After checking with consumer advice we saw that in these cases travel companies should offer a refund or safe alternative.
Despite several efforts Travel Up consistently avoided speaking with us, they hung up on both my partner and I and started conversations with, 'you have already been explained that...' which is incredibly frustrating when the advice given was a clear copy and paste from the website. I spoke with our airline direct who confirmed we were entitled to a full refund, and when confronted with this Travel Up still maintained their policy that they were only going to give us back the tax after taking their fees.
There is no customer service in this company whatsoever, the managers (Gary Smith) will hang up on you when challenged and sully any holiday you plan with them. I'm sure that if you book flights through them and there's no issue with the flights there won't be a problem, but don't expect any form of customer service or support from this company.
If you are going to book with them make sure you have excellent travel insurance because you might need it. We are having to go through our insurance, and they are refusing to send us any of their policies in a suitable format - again they keep copying stuff from their website.
Worst.Comany,Ever”
“Absolutely the worst company I have ever had to deal with. Rude unhelpful staff that couldn't care less about your problems. Our flights have been changed by 10 hours yet they refuse to give us a refund or even change our flights. Out of pocket by hundreds of pounds. Please please do not use this company!!!”
