“Multiple times this website showed good flights and multiple times after completing checkout; I was told seats no longer available and then was offered other seats on the same flights at much higher price! Avoid wasting your time with these jokers!”
“I would NEVER book tickets with this Travel Agency again. I booked flights 2 months before going on my holiday, and at the time of my booking, I WAS 100% aware that my booking was non-refundable/non-cancellable.
6 weeks prior to my holiday, I had a very serious injury where I tore the ligaments and cartilage in my knee. Obviously, I thought I would be unable to go on this holiday to the Far East for my own safety and medical conditions. I started cancelling the hotels I had booked for my holiday as well as attempting to cancel my flights. (At this stage I had not taken out travel insurance as I thought I had a greater chance of being run over, than tearing ligaments and cartilages in my knee).
I had a reservation at a hotel in Singapore that was over £1000 and was also Non-refundable. I contacted the hotel explaining my situation, and all they requested was that I show them a doctor's note regarding my injury. I emailed this to them and within 2 days, I had a full refund in my account and their well wishes for a speedy recovery. There were no questions or interrogation and all levels of compassion where shown, even though the booking was non-refundable!
I tried the same with TravelUp, emailing and informing I cannot attend the holiday due to medical reasons and evidence can be provided if needed. I was not shown any level of compassion or sympathy at all. The person I dealt with was called "Muj". I have never come across such poor customer service or unprofessionalism in my life compared to the level of service I was shown from this individual.
I was told constantly that the agency cannot do anything, to which I then contact Emirates who the flights were with. They informed me as it is an agency booking, they cannot get involved, however if a £200 cancellation fee is paid from the agency or me, they can cancel the flight. I thought this sounds fair, so I went back to the agency.
They informed me that you cannot cancel, and constantly reminded me that I should have booked Travel Insurance and make a claim through that. (Even though I constantly repeated I did not have travel insurance).
My friends advised me to maybe ask if they can transfer the flight for a few months down the line. I asked "Muj" at TravelUp for this option to which he said I could. Once I selected a date, he said this is fine and told me there would be a new charge of £450 applicable to transfer the flight. Please note that my flights for the initial booking in the first place were £475.
So I was effectively having to pay for another ticket which defies the objective in the first place. I was not angry at the company, but due to the pain and distress I already had, this company only made it worse. They have no compassion or sympathy and clearly are only interested in making money. If a reservation of £1000 for a hotel was refunded, why couldn't this company offer anything, apart for a £41 refund to which I never received a reason to how this figure was calculated.
I will NEVER use this company again, and advise people are not fooled by their cheaper price for tickets.
(ALL EVIDENCE OF MY CORRESPONDANCE IS IN MY EMAILS)”
“When my flight details changed there was a focus on “we can’t refund you” and the general message was we can’t help you in any way shape or form..customer service is not the strongest point especially considering if flights change it’s bit the customers fault”
“Their price was the most competitive. However, did not initially receive the e-tickets 48 hours after booking and paying. I sent an email in this regard but did not receive a reply hence had to call them and this was rectified by the team leader straight away. Once this was resolved, I was able to go on the airline's site and fill in the rest of the requirements. One slight issue, not very clear on luggage requirements i.e. how many checked in suitcases allowed per person and the maximum weight. You need to check the relevant airlines policy. With all the above comments hence 3 stars.”
“My initial contact was Peter who got the travel date mixed up and did not follow up with me. I called again and requested for assistance (having given up on Peter). Jasmine was especially helpful in helping me secure a ticket which made my tour to South America possible. She was attentive to my request and prompt in her action.”
“If I could give a negative number of stars I would.
Travel up are the worst travel agent I have ever used. They stole my money, refused to allow us on paid flights and requested more money. The customer service is beyond rubbish and not only are they absolutely rude and unhelpful, they are also useless and hung up the call several times. They do not even respond to -any emails. They should all be sacked. Overall the worst travel experience with them ever, and I thank god I did not book any other part of my trip with them and only booked flights. AVOID USING TRAVELUP AS THEY ARE INCOMPETENT AND YOU WILL REGRET IT!!!!!”
“I made typo error on the name of my daughter.I typed a "D" instead of a "Z". I contacted Travelup and was asked to send a copy of her passport. I did as I was asked and after waiting just over a week, I was emailed back saying that the name change was not permitted because there were more than one airlines involve. I contacted all the airlines and there were saying the same thing, that the travel agent can change the name. Virgin Atlantic told me that up to three characters can be change by the travel agent and they do not need any authorization yo do so. I have explained everything that was said by Virgin Atlantic but still they refuse to change the name. I went back to Virgin Atlantic and they told to tell Travelup to call them and they would explain how the name can be change. Again I call up Travelup and told them that Virgin Atlantic is waiting for a call from them. Again they refuse to call, My flight is only a few weeks away and I am starting to worry. How can people behave this way after they have taken your money?”
“Horrible company. Minor error on the name. Called same day to rectify the problem. They insist on charging £100 to rectify the genuine typo. The airline was willing to waive the fee, but this horrible company insist on charging £100. I'm never booking from them ever again.”
“Horrible company. Minor error on the name. They insist on charging £100 to rectify the genuine typo. The airline was willing to wave the fee, but this horrible company insist on charging £100. I'm never booking from them ever again”
“If there was an option of no star i would have chosen that!
I have never in my life recieved such poor customer service.
I would advise no one to EVER travel with them
I understand mistakes happen however there is NEVER an excuse to be rude to the customer to the point of shouting at us and hanging up the international calls while we were tryig to resolve the issues not to mention they dont reply to emails etc they have caused us so much unnecessary stress and sadness at the end of our trip
So glad we didnt book any other part of our trip with them
Their customer service is truly disgusting.”
“I tried to change my flight dates 10 minutes after I had booked it. Travelup told me it would cost £318 per person (the flights were £286 per person), although this fee was partly from BA, I am extremely disappointed that Travelup were charging admin fees when I was so quick to contact them asking for the adjustment. Usually there is a 24 hour grace period, but Travelup give you zero. The end result - I've lost all my money bar £40 and can no longer go on the trip as the cheapest option for me was to cancel the flights. I had saved for for the trip for ages to see a friend, but now I can't go and I've lost nearly £600.”
“WORST COMPANY EVER!! IF ANYTHING GOES WRONG THEY DONT HAVE TO DO ANYTHING AS ITS IN THE T's&C's THAT THEY DONT. THEY CHANGED MY FLIGHT 48 HOURS BEFORE LEAVING AND WONT EMAIL THE NEW E-TICKET FOR 48 HOURS, CALL THE HELP CENTRE AND THEY HANG UP ON YOU, REFUSE TO LET YOU SPEAK TO A MANAGER/COMPLAINTS DEPT AND SAY TO EMAIL ALL QUESTIONS, BUT YOU DONT GET A RESPONSE FOR 72HOURS!!!! DO NOT BOOK WITH THEM EVER, YOU WILL FLY WITH DELTA, NO MATTER WHAT YOU CLICK ON WITHOUT GIVING YOU A REASON. THEY JUST TELL YOU TO COMPLAIN TO THE AIRLINE AS 'THEY HAVE NO LEGAL OBLIGATION TO DO ANYTHING'”
“Horrible company! I bought a ticket last night and called this morning to ask for a date change from the 18th to 11th of November ... I was billed 300 pounds for a change of departure date on a booking made less than 24 hours.. Travel up is a scam!!! I'm so angry”
“TravelUP was nothing but bad experience.
We booked a flight to Rome and due to unforeseen reasons we had to change one of the passengers departure flight.
We gave them 4 options / asked for 4 possible solutions:
1. We asked for a cancellation of this passenger flights - From 500$ we would only get £ 31.53 back.
2. We asked for a date change for her flight only - it would cost us £ 489.63 (more than what we paid)
3. We asked for a name change so someone else can take this trip - No name changes are permitted
4. We figured she can skip the departure flight and only take the flight back to our home destination - they told us that if we skip one leg of the flight, the other one will be automatically cancelled.
Basically they gave us 0 options for an emergency situation, just 8 days after we booked the flight and over 2 months before the actual flight date.
When calling the airline company they told us that if we had booked through them and not via an agency, cancelling a flight would cost 170$ and rebooking would be 240$. Means TravelUP tries to extort us to pay insane amounts because they think we have no choice.
In addition to that - the customer representative (Martin) was rude and unhelpful.
I recommend everyone to stay away from TravelUP and choose another agency, even if it not the cheapest option. Dealing with TravelUP is not worth the few bucks you'll save.
Don't do the same mistake I did - stay away from them.”
“I've been charged £80 on top of the price I was quoted and paid for my travel up ticket. Travel Up never told me about an addition fee for hold luggage. There was never any indication of this when I booked the flight, no option to book on hold luggage as it was all done via their website.
I was told the luggage allowance weight but that was it.
I specifically asked at the end of our last call - is there anything else I need to know or do? And the agent, Shaun, said no and "Enjoy your flight".
Had the luggage been added at the time of booking I would have only been charged £14 each way as opposed to £40.
Really bad customer service as I've tried to email them about this and have since recieved no response, they've completly ignored all of my many many emails as I'm trying to get them to book hold luggage for my return journey. I'm in Bali on my holidays trying to sort this before I return home so it avoid the full charge but as I've since heard nothing and I can't deal with the airline direct as they booked the ticket, it looks like I'll be charged full price again at the airport.
I'm really not happy as you can imagine I should be fully enjoying my holidays but instead I'm trying to resolve this issue and trying not to think about it whilst abroad.
Before leaving Travel Up also changed my flight times twice and them contacted me three days before I left to tell me there was no more seats left... Considering at this point I had paid for the ticket at least a month prior. Not sure how it's possible to book and pay for flights then to be told no seats were available.
All they've done is cause me stress and upset.
Please book with the airline directly in the future.
This is the first time I've used Skyscanner or Travel Up and definitly will be the last.”
“2 of a party of 5 couldn't travel to usa on tickets which had been booked. travel up wanted £441 per person to rearrange flights Thomas Cook said if it had been them it would have been £50 per person.”
