“Absolutely crappy website. Stay away at all costs. The online booking screen does not say anything about luggage allowance. Once I paid the money they started calling me and telling me that my booking is with only Hand Luggage allowance and I needed to pay £130 more for the checkin bag. That was more than 30% of the price of the ticket. They would refuse to cancel without charges as well.”
“Avoid it at all costs.We booked a ticket to Chicago for our family holiday unfortunately after a month our daughter passed away all we ask to cancel our tickets and get a refund for the flight as we wont be able to travel after terrifying things happened to our baby girl.We requested this beginning of April and still no update they are now ignoring our emails and phone calls we are feeling we got treated really badly.Now i went through Financial Ombudsman hopefully they will be able to sort this massive inconvenience for us.They are really good at ignoring people and telling me lots of lies about British Airways not willing to give the refund but i confirmed with Ba they already issued the refund to Travelup.”
“Avoid it at all costs.We booked a ticket to Chicago for our family holiday unfortunately after a month our daughter passed away all we ask to cancel our tickets and get a refund for the flight as we wont be able to travel after terrifying things happened to our baby girl.We requested this beginning of April and still no update they are now ignoring our emails and phone calls we are feeling we got treated really badly.Now i went through Financial Ombudsman hopefully they will be able to sort this massive inconvenience for us.They are really good at ignoring people and telling me lots of lies about British Airways not willing to give the refund but i confirmed with Ba they already issued the refund to Travelup.”
“Travel up sent an email 2 days before my scheduled flight that it was cancelled. It went straight to spam. Only found out about it 24 hours prior to travel because I couldn't check-in online. Only when I rang them did I realise about the cancelled flight and the email. They should have contacted customers via telephone or text message which they didn't do.
However, alternate flight arrangements were made by helpful customer service member.”
“AWFUL experience booking flights from London to South Africa. Paid and received a confirmation email the same day. Six months later realise our flight times have changed by 5 hours without ANY warning or notification from TravelUp. When I called customer service for an explanation I was kept on hold for THREE HOURS only finally to be told it was my responsibility to check my flight details had not changed since making my booking. Because of this oversight from TravelUp I was forced to rebook connecting flights at my own expense and missed my friends’ wedding. Absolutely unacceptable and I do not recommend using this company to anyone.”
“I booked the ticket from heathrow airport but when I paid to them I found my flight is from Stansted airport,then I emailed them and they said we can't do anything,you have to pay extra £390 to change it,that's the worse experience I had ever in my life,don't recommend it.”
“I cannot leave 0 stars which is my true review of the customer service provided by TravelUp.
Unfortunately my flight destination was changed by the airline thus leading me to cancel my flights (Icelandair were fantastic and apologetic about this).
As my booking was through TravelUp I needed to request the refund from them.
I was on hold to customer service for 1hr 36mins before I gave in as there was no answer ( 1st in the queue for 30min).
I then called back (just to see what the wait time was) and got straight through to an ‘adviser’ who informed me the department I needed was closed.
I emailed admin at this point, 2 weeks later I’m still awaiting a reply from them
It took a further 5 days to get through to someone who was ‘able’ to help me. 5 days of long hold times, rude, unhelpful staff who either don’t know or don’t care about their work. I was able to be put through to the right department, who have emailed me
I have finally had an email reply confirming my refund, 6 days after my confirmation email.
I am now in a position where I must wait 8 weeks for a refund (12 weeks until my planned journey). TravelUp must receive their refund before they refund me
I have to wait the 8 weeks before refund team to confirm account details for the refund
I wont receive a full refund as TravelUp are keeping the booking fee and I am out of pocket the value of my flights until the refund goes through.
All this time flight prices are increasing to rebook my flights
I feel like the biggest looser”
“I had a connecting flight cancelled by airline that would have left me stranded in Sao Paulo for longer than 8.5 hours. My initial correspondence with Tim Wave @Schedule Change Department weren't good at all and the service felt pretty basic, crude and rushing me to make a (wrong) decision.
When trying to talk options over the phone, it felts like calls were being avoided. My requests for call backs were denied and never came through.
Worst part of it was he kept pushing me to cancel the booking and seek a refund which is not what I was after.
Nonetheless, I came across Liam Johnson who turned things around in just one phone call. He's been amazing!!! He managed to book me on a direct flight avoiding the (unnecessary) connection. Well done Liam!
I'm rating my overall experience, so giving 3x stars because of my bad experience with the first Customer Service rep.”
“James Anderson Admin officer Travel up".
He was brilliant. Answered my emails within a few minutes as I had a problem with the names in the tickets. Turns out I was mistaken but he remained professional and courteous at all times. Solved the problem very quickly and put my mind at rest.”
“I booked a multi destination flight ticket with Travelup. The time of one of the flights changed to two hours earlier. I was not informed by them. I had been unable to check in online. Travelup did not respond to communication while I was abroad so I had to buy another ticket. When I got home and chased it up I was advised by the airline that they would refund the money for the ticket that I bought but I had to do this through travelup. They agreed and said it would take 6 weeks. It's now been over three months. I haven't had my money back and they do not respond to communication. So I now have to use legal channels to recover my money. They are cheap and probably OK if you don't have problems. But if you do you won't get any assistance. I fly pretty much once a month and they have lost a lot of business from me as I won't use them anymore even if they give the cheapest rate.”
“Terrible service, still awaiting a callback after sending 2 emails and also speaking to a customer services representative today who promised me Liam who is dealing with my request would call me back!!”
“After booking flights with them and told on their website we didn’t have luggage I subsequently purchased extra luggage only to find out on check in that we had free baggage. Impossible to deal with these as their customer service is horrendous.”
“I had my booking modified due to original flights canceled by the airline.
I received excellent support from Fleming Greyson for re-booking with alternative flights.
I strongly recommend this company and travel agent”
“I had my booking modified due to original flights canceled by the airline.
I received excellent support from Fleming Greyson for re-booking with alternative flights.
I strongly recommend this company and travel agent”
