“PLEASE DO NOT BOOK WITH THIS COMPANY!!!!!!!!!!
I booked on 16/01 in the evening my return flight tkts LHR/BEIJING/LHR for October 2018
I made a mistake, I booked the flight back to London one day early than I was supposed to do.
I called immediately to amend it but the offices were closed, I then sent an email with all the details and the new flight I‘d like to book.
They wrote me the day after saying that the tkts were not amendable.
They say that the amend should be done immediately during their working hours.
I really think they shouldn’t allow you to book if you cannot amend the booking (being their offices closed at 10.00pm)
If you do any mistake as I did what are you supposed to do?
They are really shocking, I sent them several emails asking to be called back from their Manager Mr Gary Smith but till now he has not returned my calls.
They do not have a clue how to treat their customers.
I booked a huge number of flights in my life an never had such a bad experience, even low cost companies like Ryanair or EasyJet allow you to make amendment within 24 hrs from the booking.
But I won’t give up
I will appeal to the claims court, no matter how much it will cost me, but it’s a matter of principle.”
“absolutely disgusting customer service, spent 2 hours on the phone trying to get any sense out of them. they do not care about their customers, very rude on the phone and screaming at us when we had an issue. Was told to get some kind of "authorisation code" from our bank which after the speaking with the bank do not ever do. Please do not book with this company they are really dreadful and do not have a clue how to treat their customers. After booking 100s of flights elsewhere this is the first time we have had a problem. We are now cancelling our flight with travelup and booking elsewhere. Hopefully we have dodged a bullet, having problems so early on. Never again!”
“BOOKED A FLIGHT AND MADE AN ERROR - CALLED THEM WITHIN HOURS AND WAS ADVISED OF A £75.00 FEE FOR CANCELLING THE BOOKING. GIVEN THIS WAS LESS THAN 3 HOURS FROM BOOKING I FOUND THIS PRACTICE TO BE AN ABUSE OF CUSTOMERS. BUT OF COURSE THEY HAVE IT IN THEIR TERMS AND CONDITIONS- APPARENTLY NO RIGHT TO CANCEL WITHOUT THE 75 FEE.”
“The customer service of TravelUp is simply atrocious. Be prepared to wait an extraordinary amount of time (over 3 months in our case) to get any type of service. They do not provide you with any updates and rely on you to call them back and "nag" them until they get the job done. Once you get through to someone, they become your case worker of sorts and basically no-one else can help you in their team (or is willing to), so you have to work with that person schedule. They are cheap for a reason and that reason is the little to no existent customer service with some operators lacking any training (being rude to you on the phone and making it out that it is your fault for not chasing your case worker up for updates!). I would never use them again, the cheaper price is not worth the sheer amount of time wasted (probably over 30 calls) trying to get anything done with these guys.”
“I booked a ticket around 7 am today (08/01/2018) , till now i haven't received anything, i phoned at 11am and spoke to a man who promised to email ticket within hours , i regret, it's my first time having a problem like this, i used to get my ticket emailed to me within minutes, my cousin sister lost her son, now she needs to go to South Africa as soon as possible but this company is playing hide and seek (booking reference number TU1121017).”
“The worst company I have ever met. I had to cancel the booking as it was one price during the booking then the final price increased almost 5 times. It happened on 12 December.I sent several emails and called. Finally I got answer that they will do a full refund. Then again I sent several emails with request to inform when they do a refund. Up to now they did not return me my money and did not reply to any of my emails as f 19 December.”
“I was unable to book online at the cheaper price of £2085 as it kept coming up with an error, after trying a few times I called in to make the booking but the agent quoted me £2298 which I felt was unfare. The agent then told me it was higher due to the lack off seats due to the high demand, this made me pressurised in making the purchase.
I felt that the online price should have been honoured as it was no fault of mine the travel up website was poor.
Having checked with emirates I have been told that there was no shortage on the flight in question.”
“We asked to change our flight out to Atlanta by 3 days, due to unforeseen family circumstances. Virgin said they would charge £50 per person, but we would have to go through the person we booked with - Travelup.
IT TOOK 5 PHONE CALLS AND 3 EMAILS TO GET A RESPONSE FROM Travelup. THEY REPLIED A WEEK LATER. They wanted to charge us £374 PER PERSON, which was more than the flight out in the first place.
Disgusting after sales service from Travel up. Will DEFINITELY NOT USE THEM AGAIN and will definitely not recommend them to anyone else.”
“Buyer Beware!!!!! Would give ZERO stars if I could!! Advertised free cancellation which was done well in advance of deadline and company won't issue a refund. I paid a deposit and was told deposits are non-refundable and they only give full refunds if you pay the full amount, which is absurd. When I first booked the hotel I received an email that my reservation had failed and could get a full refund. That email was followed by a "We made a mistake" and your reservation is confirmed. Very unprofessional and a total scam!”
“Very poor service, i contacted them several times via email with no response about a booking issue. I was never responded to. Yet when they contacted me they want me to rate them just because they contacted me. Very poor service and will never book with Travel up. Neither will I recommend anyone booking with them.”
“I booked the correct dates on the website- when the confirmation came through 10 minutes later it was wrong. I called and emailed imediately - within the hour and before e tickets were issued. The only option they gave me was to pay £75 to cancel each ticket. Appalling I can’t believe they treated me like this.”
“Never paid my hotel had to call my bank's fraud to get enough money to pay for the hotel or we would have been stranded in Jamaica. Do not book with them. We found out from the hotel that travel up doesn't want the hotel to tell clients they haven't paid so when I confirmed with the hotel they said everything was ok. When we got there, they stated they have a lot of guests have trouble with this company. There are a lot of bad reviews and I should of took them to heart. Don't book you will be disappointed.”
“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)”
