“This has been the worst experience with any travel website. I eventually booked 4 hotel rooms through TravelUp after calling two separate agents to confirm that cancellations due to COVID were fully refundable. After COVID restrictions came into play affecting our trip, I requested my options from TravelUp (i. E. full refund or credit vouchers etc). Instead of providing me options, they cancelled the reservations and kept over $100 in "cancellation fees", despite telling me multiple times that these won't be applied to COVID cancellations.
I have been emailing and calling for over three weeks and I receive extremely rude and unhelpful staff who give me the same generic response that "someone will call you in 2 hours with an update". After 3 weeks of emails and calls, I have never once received a single reply with an update.
Do not trust the website or the staff taking the calls. Never been spoken to so rudely.”
“Please avoid. Price are good while booking, but on the next day they will call you that due to their system fault a price should be a lot more. When you want to cancel they will charge you”
“Although the flight was cancelled by the airline, these guys helped themselves to a £50 admin fee that they don't mention when you ask for a refund online. This is deducted from the refunded amount. Just avoid using them. Scam”
“Avoid this company I'm awaiting a refund on an illegal admin fee charged just go directly to the airline even if slightly more I'm livid they have ignored my emails as well but I won't be giving up”
“WE have been waiting over a year for a refund that you said would be paid July 2020.
Whatever you do dont book a flight with them because they are out and out liars. They refuse to answer emails, cut you off in the middle of a phone call as soon as you mention "refund". They shoulkd not be allowed to con new customers when they have thousands waiting for refunds.
Dont use them !!!”
“Charged me an illegal admin fee of £50 I'll be getting it back if it's the last thing I do - applied to small claims court / I would avoid using them go direct to the airline”
“I have been waiting for 8 months for a refund on a flight I booked through travel up. The customer service is APPALING! Numerous times your customer service teams have put the phone down on me or put me on hold never to return. I never received my e ticket and have not received any communication regarding my refund. I have a wedding to attend which I need to rebook flights for and it seems I am going to have to fund this out of my own pocket and right off the £600+ that I gave them for my BA flights last year. Disgusting! If I could give them minus stars I would! Steer well clear would be my advice”
“Attempted to make a booking and it was canceled due to unavailability. They offered me a more expensive room or a full refund. I replied that I desired an alternative room. 8 minutes later I replied indicating I would book through an alternative provider. 9 hours later I get an email confirming my reservation.
Email support and phone support both indicated I have to pay to cancel. The phone support hung up on me out of frustration. They are clearly profiting off a terrible booking scheme and unhelpful customer service.”
“Charged me an illegal £50 admin fee I have proof if required now at small claims court to get it back even if it costs more than the £50 they stole from me - 40 plus emails ignored - they haven't heard the saying "the customer is always right" but they will do given time”
“I had a flight booked for December 2020 and it was cancelled due to lockdown. I asked for the refund voucher which they promised in November. We are in April 2021 and still no update from them...”
“They never provided me with the confirmation code for my hotel. When I called my hotel they had no way of knowing if I had a room. I contacted TravelUps customer service 6 times on the issue (I am currently waiting on the phone for over an hour again) and every time I am told to wait while they contact their supplier and they will get back to me. They never do with anything helpful (once they replied with a job posting instead). I am two days out from my trip with no place to stay. I am 99% sure they are a scam.”
“I'm fairly certain that I requested Special Assistance for a wheelchair user at the time of booking but there was no mention of it on the E-ticket. I tried to access the booking in the 'Manage my Booking' tab but it said the booking wasn't available to manage. I then emailed them to arrange the special assistance but they didn't reply. We won't use this company ever again.”
“I spent $1800 on a hotel resort, for travel up to send me a “voucher”. The hotel had no clue what this voucher was and told me to get a confirmation number. After many attempts with speaking to a man with terrible broken English, they ignored me and stole my $1800!!! They are a bunch of crooks and I hope they are investigated and shut down!!”
“After my flight that I booked with TravelUp was cancelled, TravelUp never informed me of the cancellation. I made several calls and sent several emails chasing this and to get myself refund/rebooked but there has been absolutely no response from them and it's been 3 months now!
I would STRONGLY advise you to stay away from them”
“My Hotel gave me a one night credit which Travel up still says they are waiting for their supplier to get back to them. The Hotel Manager sent them an email saying he had credited them back a month ago I keep getting the run around. After reading all of their reviews I am hopeful to get my refund but doubtful. I should have read reviews before booking. Beware of this site.”
“Janki has done an excellent job of sorting out the many schedule changes by Qatar Airways as well as those caused by our government's restrictions on travel”
