“I am surprised Travelup are still in business. They are crooks and need to be stopped from fleecing customers. The only way is to complain to Reading Trading Standards and when there are enough complaints they can take action. It was a nightmare trying to get back the cost of our tickets after we discovered, purely by chance, that the flight we'd paid for had been cancelled by the airline many months before and Travelup hadn't informed us. After 10 weeks (!) we received a partial refund and they had no intention of paying the full amount. Don't be scared - take them to the Small Claims Court. We did - and although it took many months we got our money back eventually! Emails and phone calls get you nowhere, so don't be bullied into thinking you can't take action against them. Good luck!”
“Appalling customer service. Made one minor spelling error on the ticket and they refused to amend it. I informed them of the error within 15 minutes of completing the order. The booking/ payment would likely not even have been processed within that time, so amending a minor spelling error would not have been difficult. We were therefore forced to cancel our booking and charged £40 on top. Absolutely ridiculous.”
“If you book online, the service if of course going to be great (there's no contact involved). It's a different story however when you ring for inquiries or plan to change a flight. That's when they make up random charges and try their very best to put a dent in your credit card.
Horrible service and shameful agency. Regret ever booking with them.”
“AVOID THEM. VERY POOR CUSTOMER SERVICE
I booked a ticket through Travelup and received an email saying booking confirmation is done and I should receive the e-ticket within the next working day.
I did not receive the ticket for three days and I had to phone them more than 5 times to chase it up. After 5 days of booking I received a phone call from someone called Peter saying they cannot issue the ticket due to a technical problem and they are going to refund the money and I should get the refund within three working days. He further said he is going to send me a confirmation email about the refund.
After two days I had to phone him back to get the email confirmation. After six days I received the money in my account.
Because of this I had to book my ticket through the airline directly and it cost me £50 more. Apart from the financial lost I had to bare I was going through lot of stress and I had to spent my valuable time to call them.”
“Although the price was very good, the service is very poor. I booked a week ago and I was advised the e-ticket would be sent within 24 hours. Still waiting... When I email customer services they don't respond. When I call them they either put me on hold and then hang up or tell me the ticket is being processed and will be with me in 24 hours. The call handlers aren't very helpful and some are very rude. Very frustrating company to have to speak to (when I am able to).”
“Do not use this company if you want to go on your trip without major hiccups. They took our money for flights to Cuba a year in advance and 6 weeks before the trip they told us the flight home we had booked was full and we weren't on it!!!! We had to fly back via Panama and Amsterdam, a 27 hr trip with 3 kids! They would not speak to me on the phone when I called customer services and I have never experienced such dreadful treatment from a travel company in my life. Go elsewhere!”
“My Fiancé had to pay a £90 amendment fee for a change of name on a flight ticket today, on hearing this she asked to cancel the whole booking, and would like a refund. One of your representatives told her that " there is a £100 cancelation fee", this is disgraceful as she was left with no alternative to pay, as the flight ticket is important to her.
This sort of customer support is just not acceptable, how anyone can justify a charge of that proportion for a change of surname is beyond me, i am so angry about this that every single review option about travel up as a company is being filled in by me at the moment,to warn everyone about the disgraceful way my fiancé was treated.
Mr Clarke.”
“My fiance was Charged £90 to amend a surname on a flight ticket, on hearing this she asked to cancel the whole booking and wanted a refund, travel up told her that there is a £100 cancelation fee.
This company gets no stars from me, in fact if there was a minus option, they would be embarrased with the rating i would give them.”
“Booked a ticket on Saturday. On Monday I got an email from a gentleman called David Brooks asking for a cb ASAP. I call back and end up in India speaking to an Indian guy with the name of David Brooks. In the background I hear more of them . He tells me a third party was involved and they have a contract issue with the airline hence no flight . I asked for an immediate refund and documentation about next steps. I am curious as to when or if this is going to happen. Clearly if they have cashflow problems or file bankruptcy meanwhile your money is never to be seen again. Just book direct”
“I would not advise anyone to use Travelup, they are terrible outright thieves and have the poorest customer service I have ever come across in aviation industry. If you book with them make sure you travel as scheduled if anything happens and you need to cancel, then prepare yourself for a nightmare. Don’t be attracted by the lowest costs, there is a price to pay.”
“Terrible same problem as everyone paid £537 and a rebook asking for £591 they're idiots. "saying the money is now going to our pocket". we dont care they fail to meet costumer service and took advantage to holiday makers. SOMEBODY IN BRITAIN DO SOMETHING!”
“I was planning to go on a dream holiday to South America. After searching the net for the best prices I book my tickets with Travel Up ( big mistake). I never heard of them before but I used similar websites before and didn't have any problems. I received their confirmation reference and start waiting for the tickets. On the next day I received a phone call at 2.29pm to say that my reservation was declined from British Airways and I have two options - Money back or pay the new price 1100 pounds ( original price was 749). I was told because tickets were bought out of hours????? not between 9.00am and 5.00pm no one was available to process my reservation and when they tried in the morning this was the new price.
I don't know why it took them half a day to tell me that and why they advertise this prices if they are not live. Do they have any PCs at all if this needs to be done manually from a member of staff.
So if you buy your tickets out of business hours be aware you may not get them on the price you want.
I did give them one star only because is not possible to post the review without a star.”
“I have never received such awful customer service.
My flight was canceled and I asked for a refund as I did not want to take the new flights I was offered. I have now been waiting 3 months for my refund, if I call them for an update, I'm told the systems are down and someone will call me. But no one calls. Having now sent neumorus emails asking for information, I get a poorly word Email telling me to look at my bank in a few days. No apologies for the delay.
Travel up just see you as a bag of cash and could not care less about customer service.
I would never use them again!!”
“AVOID BOOKING!
After taking money from account I didn't receive an e-ticket in the following two working days so emailed to make sure it hadn't been sent to the wrong address etc.
6 days after making the booking I get an email saying that they haven't been able to book my flight and the prices have gone up,
8 days after making the booking I haven't had my money refunded so I cannot book another flight
I am so disappointed in Travel Up, I was so excited about the trip that I checked the details on their website the day after I made the booking and the same prices were displayed- this makes me think that it was human error that my tickets were not booked until I emailed them further about my e-ticket.
Because I have not yet been refunded I can't buy another ticket and the prices have gone up so much in the week that Travel Up has not contacted me/ booked my tickets that I am now unable to go on my planned trip.
When I've tried to contact customer services in this time frame they have been polite but unhelpful, I am so disappointed that the trip I was so excited about a week ago can no longer happen because of Travel Up's errors.
Also I want my money back!”
“AVOID this agency at ALL COSTS! While the initial ticket was ‘competitive’, the cost of a two day change due to a family emergency was an additional 50%. This was explained away as an ‘upgraded fare’ however was in the last row of the plane in non reclining seats. The staff are either too inept or otherwise incompetent to return voicemails or emails, struggling even to answer the most basic questions. There is an astonishingly poor level of customer service, and the staff’s rather tenuous grasp of English leads me to believe that the call centre is outsourced. This of course would not be an issue if the level of customer service was consistent or even existent, as it stands they are rude, inefficient and have put the phone down on me on at least three separate occasions.”
