“It is a difficult time at the moment and I had a bit of a wait to get through but once I was able to speak to my agent, Fleming Grayson my problem was resolved”
“I struggle to give Travel Up one star. I booked a hotel / resort through Travel Up in February 2020 for a vacation in May 2020. The resort was forced to close in mid-March. It is a reputable resort that I have visited 47 times over the past 17 years. Travel Up refuses to give me any refund even though the resort closed and has yet to reopen in June 2020. Do not book through Travel Up. They are scam artists.”
“If I could give 0, I would. Worst agent/company I've ever dealt with. No one should book with them. Given the unprecedented times of Covid-19, it is understandable that the whole travel industry is in disruption. But the way the company has failed their customers is undeniably outstanding. No communication regarding flights cancellation let alone refunds. Had to chase for more than 3 months with only 2 replies ever just to get my refund, which wasn't even full amount. Changed their T&Cs which isn't illegal but it should be agreed by both parties and be communicated, which they failed. I myself had to contact direct airlines on flight cancellation and refund status only to find it was fully refunded but nothing from Travel Up - not even A SINGLE PIP!! With all the direct chase up with airlines and the stress they have caused, I wonder what I'm paying £50 to them for their so called non existent service, which I never received. In fact they should pay me instead for my troubles and my communication with direct Airlines and most importantly MY TIME. By not providing cancellation information they themselves have breached their T&Cs which they fail to acknowledge. DO NOT BUY TICKETS WITH THEM EVER, RUN AWAY!! TOTAL SCAMMERS.”
“Booked and paid in January 2020 for plane tickets April 2020.No problem with the cancellation but the thieves have deducted over £100 per person X 2 from the refund.Asked credit card company to investigate and if no success,will then pursue through small claims court whatever the cost,as there is a principle at stake here.”
“My flight was cancelled 4+ weeks ago and travel up still haven’t contacted me.
I’ve filled in the form which has now disappeared. I tried to call, no answer. I tweeted 12 times- no answer. 3 weeks ago I got a message (i messaged them 5 times) on Instagram that They would call me. They didn’t.
My family are now rebooked through BA and have been for 4 weeks and I’m not. Will they contact me to rebook? Should I rebook and pay again - with the airline? Will they actually refund me? I didn’t want to cancel, I just wanted them to change the dates. Not difficult for a travel agent.
This is really stressful and this company have not performed well at all.
Don’t book with them. Save yourself the hassle. .....”
“This is a review for Stephen Neil who is a customer service agent working for Travelup. After a 2 hour and 10 minute call today and lots of being put on hold, Steven did what I asked of Travelup and managed to get my cancelled flights with Emirates changed to a different date with only a £20 charge in total for 2 tickets. He was exceptionally polite, patient and understanding of our situation and true to his word even rang me back 15 minutes after our call and stayed on the line to me to make sure I had received my ETickets and also asked me to check with Emirates website also to see that my itinerary was confirmed.
Despite all the wait and frustration I have had trying to get this sorted the 2 hour or more phone call today was worth it and I can honestly say for the way Steven handled the call he is a credit to Travelup”
“I have used TravelUp several times in the past and have been extremely happy with their support and communications.
Whilst I realise the current situation is unprecedented, I am disappointed that I have heard nothing from the company. We flew out from Gatwick on 10th March, and BA informed me in April that our return flights to the UK on 29th May were cancelled and that I was entitled to full refund or replacement flight - however I can only do this through TravelUp.
We are in the dark as to when we will be able to return to the UK, and unable to plan. We do not know what options are open to us and are unable to contact TravelUp - we did not receive a receipt for the online form we completed.
Please help”
“This company are a disgrace. Changed their T&Cs twice when Covid 19 announced. Then introduced their admin fee of £75 then £50 sometimes pp sometimes per booking plus 2% merchant fee. Confused is the only way to describe them. Turn off their phones for weeks. Leaving people stranded abroard. Never answering emails. Do not book with them. Worst company I have ever come across. Read the newspaper articles on these guys. Cowboys.”
“Booked British Airways flights through Travel Up, but unfortunately flights were cancelled. BA confirmed full refund sent to Travel Up, however, Travel Up will not give full refund. After weeks no contact, received one email saying the will take an admin fee. They updated their T&C's in February 2020 to enable them to take an admin fee (I booked December 2019), and therefore not legally contracted to new T&C's.Therefore, they are illegally trying to give me a reduced refund and I am receiving no contact to discuss this. Awful customer service, not professional and worst of all abusing their customers rights. Worst company I have ever dealt with unfortunately - here's to hoping I ever get any of my refund back...”
“The worst provider I've ever used... Rude staff, incompetent staff, effectively told me they didn't know how to do their job, couldn't answer simple questions, talked over me, cancelled flights, haven't received a refund 11 weeks later. Where's my money ? Not even so much as a courtesy message, call or email. Not even received an apology. Disgusting”
“The absolute worst of the worst.
Refusing to give my money back for a cancelled hotel reservation that was cancelled due to COVID-19.
They have taken 30% of my money and refuse to show proof that their supplier has deducted this from them and instead insist that they are doing their best. Originally they would only give 50% back and only upped it to 70% after I fought with them for weeks on this. Avoid them completely.”
“No personalised contact. No response to emails. I'm more than £1000 out of pocket. It has been 6 weeks since my planned travel date, and counting.. The CEO sends 1 generic mass email each week, all of which are utterly useless in my pursual of a refund. In fact, they raise more questions than they answer. Needless to say, TravelUp have handled the COVID pandemic poorly.”
“The WORST company ever!!!! STAY AWAY AT ANY COST❗️❗️❗️ Booked a hotel in Malta which was cancelled due to Covid19 as no flights borders closed and literary nothing working - but the are refusing to refund me!!! Im going to sue them as they r the WORST EVER!!!!”
“Horrible company...auruba trip canceled due to Covid and they are not refunding us. Southwest refunded all our money but this horrible company is not. We are out 3700.00. I hope this company goes bankrupt”
“No contact from their Customer Team resultant of my cancelled flights with British Airways due to Covid19. Claim they have issued me with a “TravelUp” voucher as a refund. Not received anything. I attempted to seek a refund via my credit card company, TravelUp reversed this - blatantly lying to American Express that they had already refunded me with a voucher that I haven’t received. The case continues... Please - believe the bad reviews this company receives - do not waste (and lose) your hand earned money!!”
