“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...”
“Fleming grayson is a very helpful member of the team and deserves credit for going the extra mile to solve my issues...
A lot of good people in the team”
“Do NOT use TravelUp! We booked hotel accommodation through them at a 5 star hotel and they ‘forgot’ to send confirmation paperwork to the hotel. We were 4 hours away from home with a 5 year old and had to take the last remaining available accommodation at another hotel which was awful, and while they refunded the original amount, they refused to contribute to this cost. They just take your money and don’t care what happens.”
“I have been dealing with Janki who has been amazing in helping process my refunds and chasing the airlines on my behalf. I have received prompt responses to my emails which provided feedback every step of the way,I am due to get my refund in 3-5 working days which is a welcomed relief to what has been a tough year financially.
Thank you to Janki and the rest of Travel up team.”
“The most amazing thing was the fact that people actually call you back when you leave your number because you don't want to keep holding. They called every single time I did that and in the last call Fleming Greyson was extremely helpful and followed through my booking change until the very end when I had the correct info for my new flight. Very pleased with the service received”
“Never trusted travel agencies until I came across Travel Up, excellent service with very reasonable prices. Their Communication is good that gives me reassurance. Fleming has been fantastic and I’m sure once the storm is over will help me reach my so desired destination”
“It was a real journey with the guys from TravelUp! All in all, I can say that the employee Fleming Greyson has been the absolute most helpful person I ever was in contact with via a Customer Service Helpline.
When I booked the ticket, I accidentally booked the wrong return date and was not very happy with the service I received to rebook the return flight. I didn't think that I was advised in my best interest - but in TravelUps best interest. I found that very unfair.
In the end, for various reasons, I couldn't board the plane and there was a big confusion about whether I will get a refund/voucher for my ticket or not. Fleming stayed with me throughout the whole process and was ALWAYS available to talk to me. He listened to me, understood me, and I was very confident that he would get this sorted. Which he did! In the beginning, I kind of regretted that I booked with TravelUp - but in the end, I have to say: I am looking forward to booking through their travel agency again. Thank you so much, Fleming, that you were fighting for me restored my faith in the goodwill and work ethics of Customer Services!!!”
“At the beginning of 2020 I booked through Travelup to visit my son and grandsons in Australia the booking process was easy to understand and great value for money. Then Covid-19 struck and my flights were cancelled I was devastated but Travelup were great. Customer services arranged for a refund from the airline and a voucher to the full ticket value for a future flight which was valid until June 2021. In December of 2020 my personal circumstances change so that it would not be possible to travel before June 2021 and I asked for a refund on my voucher which Travelup responded to within a day and refunded direct into my bank account within a week of my request. Throughout this very difficult year the staff at Travelup have kept their customers up to date with the latest news from the airlines and always been helpful and friendly I would strongly recommend them to anyone wishing to travel.”
“Had to cancel my flight due to COVID which I thought would have took very long but Instead the service and support was smooth took less than an hour to deal with which was great!
Amazing help from Fleming Greyson”
