“I had a flight booked for December 2020 and it was cancelled due to lockdown. I asked for the refund voucher which they promised in November. We are in April 2021 and still no update from them...”
“They never provided me with the confirmation code for my hotel. When I called my hotel they had no way of knowing if I had a room. I contacted TravelUps customer service 6 times on the issue (I am currently waiting on the phone for over an hour again) and every time I am told to wait while they contact their supplier and they will get back to me. They never do with anything helpful (once they replied with a job posting instead). I am two days out from my trip with no place to stay. I am 99% sure they are a scam.”
“I'm fairly certain that I requested Special Assistance for a wheelchair user at the time of booking but there was no mention of it on the E-ticket. I tried to access the booking in the 'Manage my Booking' tab but it said the booking wasn't available to manage. I then emailed them to arrange the special assistance but they didn't reply. We won't use this company ever again.”
“I spent $1800 on a hotel resort, for travel up to send me a “voucher”. The hotel had no clue what this voucher was and told me to get a confirmation number. After many attempts with speaking to a man with terrible broken English, they ignored me and stole my $1800!!! They are a bunch of crooks and I hope they are investigated and shut down!!”
“After my flight that I booked with TravelUp was cancelled, TravelUp never informed me of the cancellation. I made several calls and sent several emails chasing this and to get myself refund/rebooked but there has been absolutely no response from them and it's been 3 months now!
I would STRONGLY advise you to stay away from them”
“My Hotel gave me a one night credit which Travel up still says they are waiting for their supplier to get back to them. The Hotel Manager sent them an email saying he had credited them back a month ago I keep getting the run around. After reading all of their reviews I am hopeful to get my refund but doubtful. I should have read reviews before booking. Beware of this site.”
“Janki has done an excellent job of sorting out the many schedule changes by Qatar Airways as well as those caused by our government's restrictions on travel”
“I have lost nearly £2500 as a result of this horrifically ran, unethical and monstrous company.
When covid hit I became stranded in Asia, and it became impossible to return home via my scheduled flight. I lost the money on this (14 months on no refund), and I had to pay thousands to get home elsewhere.
They have been horrendous to liase with, regularly ignore emails, tried to charge me £50 when they lost me thousands and 14 months on I still haven't received an apology, a refund, or an ounce of compassion. I have successfully got them on the phone twice, and both times they dismissed me just to get rid of me.
Every five star review on here is a scam, they are paid for reviews and TravelUp should legally be held accountable to this.”
“We booked flights to Berlin last November via SkyScanner to TravelUp - NEVER AGAIN! After British Airways cancelled the flights, TravelUp did as much as they could to avoid giving me a refund, claiming that they would only refund when British Airways refunded them. After speaking to BA they explained they refunded agents very quickly after cancelling flights, within a week normally not the months I'd been waiting.
I had to resort to a chargeback with my credit card, but even then I had to deduct the "reasonable admin" fee of £50 from a £160 flight for the refund as per TravelUp's terms and conditions.
If there is any upside to Coronavirus, it will be TravelUp going out of business, as I certainly will never use them again, and would recommend no one else does either.”
“Happy about how you handled my inquiry today. It was professional and even when I was anxious about everything, you calmed me down in a very good way and was able to sort out the problem.
Thank you very much for your service, I am really happy.”
“Thanks for providing excellent service for booking. Spacial thanks for Janki. You are very cooperative,understandable person to your customers. Thanks”
“Absolutely rubbish. Incompetence to the extreme. Didn't process a simple refund for the ticket given the airline had been grounded, a straight forward matter that has left me chasing them for over a year having to deal with utterly rude and disrespectful staff ‘Sofia Smith’ and ‘Ben Murphy’. Appalling manners and service.
And yet they want a £50 service charge! Disgraceful!!
Still waiting for my money after over a year!!”
“Lilly Adam from Customer Services was Brilliant!! My Virgin Airlines flight was cancelled by the airline. Lilly resolved the issue and seamlessly found me another flight. She was very personable & caring. She is a Credit to Travel Up. Thanks!”
“Hello
In January I requested a ticket refund, as it shows on screenshot ( it says money would show on the account after 3-5 working days )
When the money didn’t show on my account after those days, I rang travel up and I spoke to one of your customer service staff member and he said you got two option is either have a refund back -50£ service charge, or a voucher, I clearly told him I don’t want to pay £50 for service that I didn’t get, and taking voucher now is pointless because border are still closed, he said ok ring us back whenever you decide what you want to do.
Today I was surprised that the money was refunded to my account -50£ and without my permission or my chosen option !! So travel up decided what to do with my money on my behalf !”
“Avoid using this company. We have been waiting since September 2020 for a refund on a cancelled ticket due to COVID. Despite promising no refund has emerged and they will not answer emails nor telephone. Will not be using this company ever again!! Exterior poor customer service”
“It's a shame that I had to deal with a company like travel up, I have been booking flights and travelling for about 30 years, first time in my life I see a travel agent receive information from the airline company which has changed flights time for both outbound and inbound flights, but they send an email to mention about only inbound flight change, hence through the responsibility on a customer and blame them why didn't they guessed that the outbound flight has changed too!!!!!, not to mention about the customer service and how many times they cut the line claiming lines are bad!!.”
“I have contacted travel up many times but I never talk to anyone like Sofia smith(customer care)she was wonderful ,so helpful. So quickly she managed to rebook my flight...thank you so much Sofia..that 5star goes to Sofia...”
