“Awful no response to emails or contact forms. 49 minute wZit to speak to someone who takes all details and then says you need to speak to a different dept I will put you through another 10
Minutes of listening to prerecorded adverts for travel up and phone cuts off. Even emails to CEO ignored. Today finally spoke to Fleming Grayson who took responsibility and submitted my claim to BA. Now have to wait 4-6 weeks! Well done Fleming but Travelup - never again”
“Making money from covid.
Have used travel up many times, all good when things go right.
Booked flights which were cancelled because of covid. Paid £568.76
Immediately agreed to accept vouchers as intended to book with them again.
Heard nothing for ages, so again confirmed vouchers would be acceptable, confirmed this once again by e mail.
Recieved an e mail stating they were refunding (no mention of vouchers) payment.
They refunded £407.61, which left £161.15
On complaining and waiting again a long time,recieved a further £111.15
No explanation, no apology. Still withheld £50.00 even though we had always agreed to receiving vouchers, this they said would be for full payment.
No reply to any e mails now.
Son booked same trip for whole family through Netflights, refunded in full, £1662.10 with excellent communication.
Daughter booked through. Flysharp, refunded in full, £400.91
Keep receiving generic e mails from Travel up CEO, saying how wonderful they are, no chance of response.
Am now in process of taking to small claims court to claim back so called admin fee, as I have proof any additional admin was of their making.
Terrible service, will never use again.”
“So I had no intention of cancelling but Covid-19 put a stop to us going to Spain. Couldn't get through on the number, rang but didn't take messages, so thought it was a scam. No reply to my first email, Sent a few emails in a row asking to cancel, did get a response but charging a fee. I know they said if we choose to cancel, we pay a fee, but guys with Covid, you are probably the only company that hasn't waivered this fee and so not impressed.”
“Dreadful service no response since flight cancelled and asking for refund. Waited on the phone 3 hours my advise do not touch this company with a bargepole a bunch of charlatans. The CMA have announced refunds but Travelup have ignored this. If there was a zero I would have given them this.”
“Customer service via online and email for the coved 19 refund was handled very well by Janki who went through options and updated regularly. The refund came as promised and I found the £50 admin fee acceptable whereas many others have complained. Good work in difficult circumstances.”
“Hi Guys: I have spoken to George Bailey today and he was very helpful.
he took his time to explain and give the best option on my refund.
Surely these are not cowboys they've been in business for years with thousands of satisfied customers every year. it's time to give them a chance to cope with these unprecedented circumstances and show some understanding. just be a little bit patient when contacting them as they are very busy. but they do listen to their customers and they do strive to give the best customer experience to everyone”
“Do not use this company I booked a hotel that was later closed due to Covid-19. Hotel happy to give refund but upon receipt this company refuses to refund the money to us. Customer service is horrible. Unresponsive other than to say they will ask their "supplier" which they have now said for 4 months. Now I have to sue them to get my money back. NO phone number should be a hint they hide from their responsibility”
“Do NOT use this travel company. They may be cheaper but their customer service is awful. I have yet to receive a full refund after changing their terms and conditions recently due to covid-19. I hope they go bust. Take your business elsewhere.
Adam”
“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”
“Do not use this company - they have not refunded us the cost of our cancelled flights to Canada agreed by the airline or our return flight!!
We have spent up to two hours in phone queues only to be cut off without anyone picking up!! Nobody will reply to emails either!! Save yourselves the heartbreak of using such a terrible company.”
“Same as many others, charged an extortionist amount for cancelled flights. They are taking advantage of a difficult time and making money from it. Shame on you Travelup. Beware customers do not do business with.”
“I am just another customer in the same situation. Who is going to challenge this company? Where can we go to report this atrocious behaviour? Do Travel Up not realise by alienating their customers they are doing damage to their business. This will have long term consequences. Do the right thing Travel Up show us you care.”
“Not fit for purpose. Rude, aggressive and money obsessed doing illegal things with their terms and take money for fees when airlines cancelled flights. I wish I had booked with an airline now. Problems started in March and I still don't have all my money and don't know if I will. I was told to complain to trading standards, fill an online form thing on the government site. I am not just unlucky as I found help from their other customers online. FB group. Everyone is struggling with them. Now they are ignoring people that complain.”
“Not fit for purpose. Rude, aggressive and money obsessed doing illegal things with their terms and take money for fees when airlines cancelled flights. I wish I had booked with an airline now. Problems started in March and I still don't have all my money and don't know if I will. I was told to complain to trading standards, fill an online form thing on the government site. I am not just unlucky as I found help from their other customers online. FB group. Everyone is struggling with them. Now they are ignoring people that complain.”
“Been after a refund for over 3 months and got nowhere. Advised me they I won't get a full refund due an admin fee or something.
Travel Up say they can do this, so it seem I'm not getting all my money back and I'm angry they make more money cos of the virus. I've tried to argue now I'm ignored. Told to try to get Skyscanner involved as the flights were booked through their site. There are others online on a FB group that are customers complaints. Lost patience and cannot deal with these unhelpful people any more. Filled in a form at my credit card company. Cheap flights huh?”
“Please think carefully before using this company! Lots of trouble in getting our money back. Waited 2-3 months for action. Couldn't get through on the phone, emails not replied. Unhelpful and rude staff. Emails are bad. Bad english, wrong information, changed amounts owed. Asked help on FB a group is helping other customers for unfair fees.Didn't get all my money back and they won't budge. I won't deal with them again. They now stopped talking to me. Really bad. I need help but they won't.”
“Never again will I use this company for flights. Had nearly 4 months of ago in getting my refund. I still only have part of it as they decided to change conditions and charge £50 admin fee for cancellations due to COVID. Check the FB group with travelup customers for unfair fees. Closed lines, didn't answer emails and generally unhelpful and been lead on a wild goose chase!!! Unprofessional staff as phone put down on calls. Reported them to the authorities. Choose wisely before booking.”
