“Travel Up took payments for our trip to Thailand including internal flights.
I was contacted months later to say that the last leg of my flight London to Manchester could not be completed as the flight times that I was offered was not available. Why would a company offer a flight when its not been posted by the airline?
I was offered a flight back from Bangkok the next day, but this did not suit our travel plans.
I contacted BA to see why the flight wasn't available and they said that they only list flights so far ahead. I then asked was I booked on to any other fights that I had paid for and I was informed that I wasn't booked on any flights with them and the plane was almost full.
I again contacted Travel Up who denied this.
Weeks went by and Travel Up again changed by return flight to the 10th January. I again informed them that The only flight that needs changing is the one from LHR to MCR yet they continually change the wrong one.
This is becoming very stressful and the customer service is awful. With Travel Up sending the same emails back to be when all the need to do is change the date of the last leg. Which was a leg that they took money for but could not honour.
I have now asked for a Senior Manager to Call be and a copy of the complaints procedure.
My advice is there are lots of agencies doing flights with sometimes just 3 or 4 £ between them.
I raised this matter 2 weeks ago and they still have not contacted me.”
“We purchased two tickets through Travelup for a flight on Virgin Atlantic premium class at a good price for Orlando,....after logging into our booking we realised they are selling economy seats as premium seats so it was not in the cabin class we booked.
I received a call from a representative from Travelup (Jade Turner) who said that the tickets were now not available and emailed me the two reasons on separate emails to why the tickets had to be cancelled (for some reason she changed her mind from the original reasons given over the phone)...... I said I would call the airline to check this out as it sounded like a scam as her replies seemed very generic and unhelpful.
1st excuse was due to GDS system synchronization issue & 2nd excuse was that the particular premium economy deal you booked is not valid anymore.
Virgin Atlantic confirmed that both of these excuses were not true as there was plenty of availability in this particular cabin and that it may of been a way of up-selling tickets to customers.
Be very careful when booking with this company as they move the goal posts and tell you lies to suit them to cover up their mistakes after you have booked and paid for your tickets.
Obviously I will not be using or recommending them in the future a very disappointing experience which has also been reported to Virgin Atlantic for further investigation.”
“We hopefully have a reservation coming up through travel up. The dates are incorrect, there is one day we didn't ask for. We informed them of their error and they informed us they couldn't change this. They also tried to charge us because of the change. We have waited over a week for the answers and we leave in 18 days. We travel globally 4-5 times a year. I never had this trouble with any other site. Buyer beware. Rude agents who are not helpful. Very slow response time. Not customer oriented at all.”
“On 17.11.2019, I wanted to book a hotel in Trivago.
The Travel Up group recommended the Dubai Atlantis Palm Hotel with my favorable offer.
I paid the requested amount. I did not receive a reservation for a day and then told me they could not book our accommodation.
They asked me to pay cc15% extra and they could secure the accommodation. Finally, my 3 year old child chose this accommodation based on the Hotel video.
So I transferred that amount as well.
Then one day they rewrote it:
Hi
I am really sorry we were unable to confirm your booking on this occasion.
Your refund will be processed to your original payment card shortly.Please note it can take 5-7 working days to show in your account.
Once again please accept our apologies if we can assist you further please do not hesitate to contact us.
Kind Regards,
Nick
Hotel Consultant
TravelUp Group
Sales Telephone numbers:
UK 01189 707473
Australia +61 2-8310-9960
Ireland +353 1 903 8797
USA +1 646 844 9197
Canada +1 647 243 3958
New Zealand +64 4488 0420
TUG PLC
NEVER BELIEVE IN THIS WINDSHIELD MANIPULATIVE COMPANY !!!!...”
“NEVER USE THIS COMPANY AGAIN booked a ticket on 08/10/19 night, unfortunately I had wrong name on ticket, I spoke with customer care team on next day morning there was no option to change, they have asked me to cancel the ticket and charged £350 cancellatiuon fee, for £433 ticket. I am still waiting for money to be refunded. Contacted customer service without success.”
“Be careful with flexible bookings. A cancellation fee will be charged by person (20USD) which is only hidden in the terms. I.e. even if you book a single room but for 3 people they will charge for this single transaction 60USD.”
“I wouldn't even rate this company a One star. They are absolutely cheater and liars. Their customer service is awful they don't care for their customers at all. I had book tickets few days ago and 2 days later they informed me those tickets were not able as the transaction took time to verify from their side. On the day I had booked the tickets they had taken the money and I received confirmation of emails. When then I checked for the options there were none available and the tickets prices had gone up by £150. I was told they couldn't do anything even though I had a booking confirmation. I wasted 6 hours with them on that day in the end they decided to refund my money because they couldn't give me the same price for the booking because they wanted to make extra money. I wouldn't recommend any one to book with them they are complete waste of time and they don't even care for you. You just will stress out and then you will have to look for another booking. This company should be banned from selling tickets.”
“The service I received today from Fleming Grayson was excellent. He listened to my concerns and worked very hard to resolve the issue. My flights had been changed less that 36 hours before travel and I had not been informed .until I make contact 24 hours before departure as I could not check in. The flights had been changed as had the route, Prior to him taking ownership the service was poor. He should receive some form of recognition. I am however concerned that I will experience the same issues on the return flights...”
