“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!!”
“Hi
I did booking the other day while doing the payment, website was crashed and the payment was deducted from my account. I was worried about my booking then next morning Victor Price emailed me by himself raising this problem to me and acknowledge the payment and resolved my problem professionally and in timely manner.”
“I left the following review on another website and TravelUp reported it!
BA Flights cancelled in mid March. This company has failed to advise me of this or acknowledge my emails. If they do ever get round to me, I hear they have changed their T&Cs in February to try and get out of refunding customers. I will never buy flights through an agent again. I learned the hard way with Travel Up. Do not use this company. Bunch of thieves.”
“They left us stranded in Hong Kong in Feb, before any travel bans. No help whatsoever offered. Since then we request a flight refund through them from the airline but have never heard from them again. Phone lines are cut, no replies on social media and only generic email responses. Robbed us and hundred of other customers of our legally owed refunds.”
“SCAMMERS!
They will take your money and leave you out to dry.
I wish I read these reviews prior to booking with them.
If there is a collective action against them please feel free to contact me.
Because Travelup missed the word "Light" on my booking I ended up having to pay the airline an amount equal to my ticket at the airport. Thavelup never bothered replying back to me.”
“In the same boat as many others here, waiting for a refund that I am entitled to according to the airline on a flight that was cancelled. TravelUp aren’t responding to me. Join the Facebook group TravelUp Covid Response - there are many of us waiting on a refund or just an answer from this company and we are comparing notes and supporting each other”
