“I would never use this company again.Firstly they misspelt my Christian name then accused me of the mistake.They then had the cheek to ask me for £100 to correct it.As it turned out I traveled without my name corrected as the airline was OK about it.This company caused myself and my husband a lot of stress.Never Never use this company.”
“These people are fraudulent and I think people must come together against this company. They trick people with everything for a quick get away. The best thing would be to book directly. You end up not saving and they are rude. They arrogantly threaten you and tell you that you won't get your money. Research how best to expose this company.”
“Booked a flight for August, me and my partner both checked the dates and we were sent a confirmation with different dates. Travelup said that they couldn't change the dates, names or even a partial refund. Lost £1130, there are a couple of other people online who this happened to the week before. Has this happened to anyone else?”
“I've booked my flights from Newcastle (UK) to Vienna, with a connection in Brusells.
I found out 24 hours before my flight that the flight from Newcastle to Brusells was rescheduled or cancelled (to this day no one explained to me what has happened). As this was Sunday, few days before Christmas and TravelUp refuse to provide any customer service on Sunday I rang the airline myself and after begging they agreed to find another flight for me, unsuccessfully. They agreed my flights would be refunded as soon as TravelUp contacts them.
So I emailed TravelUp the next morning from the airport after finding my own flights and paying £300 more than the flights I had already booked through them.
It's now April, still no refund and no contact from the Admin at TravelUp. Useless company, useless staff and no customer service”
“This is by far the worst customer service I have ever received from a travel agency! I have been lied to, given fake names and put out of pocket £300 due to what can only be described as their laziness and incomptence. I have been complaining for nearly a month now and their responses continually ignore my actual complaint! This is not good enough! I wish I researched prior to booking and seen the multiple similar stories to mine!”
“Don't be fooled by saving £10-20 on the price of your flight ticket. You will be ripped off should you need to make any changes to your booking. You won't be allowed to use the airline directly but will need to pay excessive fees for any changes made to the agency you booked with - namely Travelup.
The company is not transparent about their fees and won't clearly tell you what you are paying for (booking fee? admin fee? air fare?).
On top of that they are slow to reply and not friendly at all... not really willing to help!
Never again will I be using them and will also advise the same to friends and family.”
“I booked ticket to travel to Egypt by Egyptian airlines but they sent reservation with Lufthansa which I didn't make Booking with , I asked to complain but didn't get reply please don't buy tickets from them”
“Unfortunately had to cancel a flight due to serious illness. Knew the ticket was non-refundable but needed cancellation confirmation for insurance claim. Service from Admin abominable and still waiting for cancellation requested 16th Feb. Would never use them again and cannot recommend them despite reasonable prices and having booked a flight in the past with no problems.”
“Booked tickets for son & daughter to fly to Sioux Falls from Manchester involving a lay over of 5 hours at Chicago going over and 90 mins coming back. When I checked the e-mail receipt I was horrified to see the lay over was 19 HOURS going out and 6 coming back. I emailed with details of the problem and next morning got an email from their sales dept asking if I had bought for the flights I had 'browsed' the night before (including the layover times I wanted). I tried to explain my problems but when the sales person heard I had bought tickets he was very abrupt and put phone down. I got and email later from the 'admin dept' and spoke to someone who insisted I had bought the ticket with the long layover times but said he could change the tickets for ....£450! He also said it was my fault because I had booked online instead of talking to someone over the phone, oh, and there were plenty of hotels near Chicago airport so that wasn't a problem ??? PLEASE do not use this company as there is obviously some scam whereby they think they can hold you hostage in order to extract more money from you. I just hope ABTA can help me out but in the meantime DO NOT TOUCH THEM WITH A BARGEPOLE.”
“I booked to fly great booked very quick 6 weeks on they said changed the second flight by 30 minutes no worrys got first e -ticket now saying got re issue new e-tickets because second flight changed by 30 minutes so sent 4 e-mails for new e-ticket I rang waited 45 minutes at premium rates still no e - mails back or they not phoned me is this a scam company”
“Oh my gosh! Do not use this company! Totally uncaring, unhelpful, and untrustworthy. NEVER use this company. They are horrific! The are rude, and disorganised. They give the kind of shitty service you'd give if you didn't want any customers.
They will make mistakes on your tickets and deny it was their fault
They will refuse to change the mistakes without charging you the same price as a whole new ticket
They will take weeks to respond to any emails
They will not call you back
They will not take your call (calling costs £ per minute too I'd like to point out)
They will avoid answering any specific questions you ask. Repeatedly.
They will not try to help you in any way possible
They will ignore your request to make a formal complaint/escalate your case to a manager etc
And in the end, after 2 months of stressing and wrangling with them, you will buy a ticket direct with the airline rather than giving them any more of your money (even though it will cost you more to do so).
AVOID!!!
Small note: I am a Customer Services Manager at a big international brand. This is so far out of the league of customer service I'm astounded this company can even survive.”
“Very dissapointed with their service .Never experienced such hopeless service from any other travel agents. Bought 2 tickets to Atlanta on line on the 4th Jan all paid for by card. Got a booking confirmation within a few minutes with the itenary with E Tickets to follow.Travel date was the 8th Jan. Waited till the 7th and no E Tickets yet . Rang them up and the agent I spoke to said he will call back in 15 mins. Waited for 30 mins and no call so I called back and was told to wait for another 30 mins as they had to sort this out. Again no call so I rang back and was told the matter had been passed on to another agent. This went on for quite some time and I was getting frustrated as we were flying out the next morning.Eventually I spoke to another agent and was told that due to some problem with the system they were unable to issue the E Tickets and if we still wanted to go on that flight we would have to pay a considerable more money.I rand the airlines to find out if they were still holding my reservation and was told the travel agent cancelled them on the 5th Jan.I was fuming at this point and rang Travel Up again with this information and they were having none of it. We ended the conversation on a sour note and they refunded the money back into my account.At this point the fares to Atlanta sky rocketted due to last minute and we were unable to go thanks to Travel Up”
“At the time of booking, I was pleased with how quickly everything went. Upon arriving for my early morning flight (which required a wake-up at 5 AM with a small child), I found out at Heathrow airport that my flight was cancelled. The airline had re-booked for an afternoon flight and notified the travel agent (Travel Up), who obviously did not bother to contact me to advise of the changes. Just poor customer service - which adds so much to the usual stress of air travel. Not using them again.”
“Absolutely terrible company and customer service, please stay away and not book. i had booked my wife and daughters ticket with them and unfortunately we had to travel before the actual travel date in the event of emergency (my father passed away in an accident). therefore i had to cancel the original booking and they told me it will take 8 to 12 week, waited that long and airline had fully refunded after taking the evidences however TravelUp charged me about 30% of admin fees which is ridiculous.
i had my ticked booked with travel trolley on the same flight and they have refunded me full 100% amount. you can spot the difference between 2 companies.
Absolute crap company, even airline had fully refunded in the event of death or emergency but this 30% of ticket price which is loads of money.
STAY AWAY!”
“Oh my goodness. In my 15 years as being legally classed as an adult and having to deal with companies, I genuinely have not had such a unpleasant experience as the 4 hours of my life that I lost wading through the endless incompetence of so-called travel company, TravelUP. Now I certainly don’t want to over dramatize this but I’m assuming the feeling that I had in the dark week of soul searching, wondering how the human race could of barfed up an entity as useless as TravelUp, must have been very similar to how people feel when laying on their deathbed, just waiting for the icy grip of the grim reaper to free them from their unbearable mortal existence. At least that’s what I felt like while being on the phone to TravelUp. Literally, if it was the choice between driving a formula 1 car to victory, getting out, then taking a penalty that won England the world cup in front of the 100 sexiest women of all time, but having to do all of that while on the phone to TRavelUp. Or, having my favourite childhood pet (Professor Rummage, the Guinea Pig, in my case) mangled by a threshing machine, but NOT having to ever be on the phone to TravelUP, I would say bring on the cute animal and dangerous farming equipment every time. All things considered, I probably wouldn’t recommend them.
So what did they do? I booked a flight through them for a big Christmas reunion. Turns out the flights didn’t exist. I.e the airline does not actually fly to that destination. Full Stop. They didn’t tell me about this until I rang them (If I hadn’t done this, I’d probably still be blissfully unaware that my flight didn’t exist and any hope of getting to my destination would rely on me turning up at the airport and flapping my arms vigorously on the runway until the police led me away for a bit of a talking to about the laws of physics and why it’s generally not acceptable to that at Heathrow airport. ).
Then all hell broke loose, they refused to sort the problem so in the end, I had to ring the airline directly and sort out the mess. TravelUP agents hung up on me when I asked tricky questions like “When am I going to get my Money back”. Overall, the whole experience cost me and extra £200 in last minute flights and a severe denting of my confidence of other human beings being generally well m
eaning individuals.
Congratulations TravelUP you have genuinely made me question my faith in Humanity. If you get a chance, please stop existing.”
“Dreadful company - Just interested in money!
My parents booked flights to visit my Brother for Christmas 2015 in Dubai. Unfortunately, my Mother was rushed to hospital with Leukaemia and is undergoing chemo and a bone marrow transplant. She did not have insurance as she was just about to purchase it before being taken in. During this awful time, I have been cancelling anything that she has booked - theatre tickets, train tickets, airport parking and although they have all been non refundable, every company has given a full refund which has been amazing.
I contacted Travel Up and explained that they need every penny so my Father can be with her in hospital every day as its a 45 minute drive each way and the hospital parking is a lot and also explained the treatment she would go under and also how stressful and upset we all are. I got a standard reply from them saying and I quote NOT refundable - no mention of anything to do with my email or the situation we are in. I called Travel Up and they were very dismissive about the whole thing. Re-selling these flights at Christmas will not be an issue for Travel Up and I am sure they will sell them at triple the price....
I decided to call Pegasus as this was who they were flying with and they really wanted to help and give my parents a full refund, but said that because they had booked with a travel agent, the travel agent held the copyright to the flight and unfortunately there was nothing they could do.
Pegasus even emailed me after speaking with them and told me to make sure Travel Up contacted their correct department. I forwarded this email onto Travel Up and got another email saying that even with medical notes, the flight was non refundable. I explained that these were exceptional circumstances, but they were having none of it. If Pegasus wanted to give us a full refund and I can say they have been very helpful and supportive. You can draw you own conclusions on the business ethics of Travel Up!”
“I booked flight from travelup company to Hong Kong tonight. Now I am stuck at Heathrow airport as travelup company didn't issue a ticket to cathy pacific but they have taken the full amount of money from my credit card. They are doing internet scam! I also Called the emergency number of Sam and ken, it was their house telephone number with screaming kids on the background, they both ignored my complaining. Stay away from the company. They will provide lower price to attract customer but they will mess up with your travel plan. The company have a whole bunch of dishonest people work there just try to do internet scam.
Fraud!!! Fraud!!! Fraud!!!”
“This is a terrible company - do not book through them! A lot went wrong with our booking but the main issue is that they didn't issue our tickets properly, and didn't tell us that our flight times had been changed. This left us in a situation where we were stuck without an actual ticket, with BA and American Airlines saying our travel agent (TravelUp) had to call them to issue the ticket properly otherwise we couldn't fly. This was out of hours so we called the emergency numbers for Mr Ken and Mr Sam. At this point we realised we'd booked with a dodgy company - we were calling someone's house and Mr Ken/Mr Sam just screamed at us that we were waking up his kids and he couldn't help us. After lots of screaming we had to give up and thankfully the airline managed to fix the issue, so we at least had a ticket, although we still had to finish our holiday half a day earlier than expected due to the flight change that we hadn't been told about. Extremely dodgy and god knows what would have happened if we'd had to buy new tickets and claim the money back from them.”
