“Fraud - that's the best word that can summarize their operation.
We had to cancel our hotel booking - They intentionally ignored us over phone multiple times sighting "can't hear you", intentionally ignored our cancellation confirmation over email (after we sent them 2 emails confirming and reconfirming) and then had the audacity to tell us over phone that we did not confirm the cancellation.
The scam was pretty evident - they get $20 cancellation "Admin" fee per person, and if not done within 3 days of booking they charge 100% of your booking fee.
Avoid like plague.”
“Everything. Initially, my flights had changed and I e-mailed Travel Up to ask rather than the other way round. When organising a new ticket I dealt with Sofia Smith who I found unresponsive and unclear in her written communication (see e-mails). Three weeks had passed in between the changes and me being issued a new ticket, and that's because I had to chase her up. I found this highly inconvenient since I do not live in the UK and am a very busy person. Also calling and finding a time to do it is not ideal given the time differences. In addition, the flight changes I was offered in the end were worse than what I originally booked and paid for. I will not be using Travel Up again.”
“This company is a bunch of crooks. I booked accomodation, paid a deposit on the basis that i could cancel. My email confirmation clearly states free cancellation. I went to cancel and the idiots quote me T&C's and now have STOLEN my deposit. They are just shafty crooks in my opinion & no-one should use them”
“Far from happy with travelup, will never use again. Flights got changed twice and now got 6 hour layover. Booked business but on final e-ticket 3 of the 6 flights involved are economy”
“Had to cancel my flight due to being admitted to hospital the day before my flight and then losing my child. I called Travel Up and asked to cancel due to the circumstances and the man said it would be fine and to expect my call back later that day - which never came. Then they lied and said I never called.
5 Months later, I am still calling them trying to get a refund as promised, which is apparently still being processed.
Frustrating as you can only speak to one agent for your booking in the entire company, as it's "locked" to their name, which is not great when they can't understand English properly..........”
“BUYER BEWARE!!! I canceled my refundable hotel room stay within the mandatory timeframe, but they kept my deposit!!! As their website stated at the time of booking, if I paid for the entire reservation, I would have received my entire payment back, but I was given an option to pay for a deposit only. So, even though I paid more for my refundable nightly rate, they still kept my deposit of $85.21. This is a deceptive business practice. I contacted them via email multiple times with NO RESPONSE!!!”
“Awful. Booking form did not collate my information properly and was submitted with the wrong name. I was told it was £123 to change this. Complete fraud”
“Booked with travel up.
Arrived at our booked hotel at 3am and they had no record of our booking.
Luckily the night manager let us use a room for a couple of hours.
When the morning manager arrived we were told they have phoned around and found we have been booked at a completely different hotel in a different part of Kos.
We called travel up to express our dissatisfaction as its not what we booked.
They advised us we did book and go to the correct hotel in the begining and they would need to investigate.
Nearly 10 hours later, more calls to travel up and the issue is still not resolved. Were still at a hotel we didn't book and dont like.
Very upset and angry that our holiday has turned into a nightmare !”
“Turned up at our appartments at 3am booked through travelup to find they had no booking for us though we had confirmation docs with us.
Luckly the hotel called around an managed to find out we had been booked into acompletely differnt appartments at the opposite side of Kos town.
Called travelup everyday of our holiday and promised they would sort it and call us back.
No-one ever did
We have raised 3 complaints by email.
Still a month later no-one has contacted us.
When I've asked for their complaints procedure, i was told i had to email customer services
Disgusting customer service
Had the manager from the apartment not managed to find out where our booking was, we would have probably ended up slepping on the beach
Also i have checked they are not not registered with ABTA and ATOL only covers flights
DO NOT BOOK WITH TRAVELUP”
“Customer service was terrible. They messed up my order, refused to transfer me to a supervisor, and blocked my number. I emailed corporate, another representative, and the admin corporate email days ago, and no one got back to me at all. I've never received such terrible customer service in my life. I wouldn't recommend this company to anyone, and will never use them again. I'm very easy to please, but this was a total disaster. Save your money.”
“Worse service I have ever experienced! DO NOT BOOK with Travel Up!
My flight was cancelled, and it took them more than 3 weeks to come up with an alternative. The re-routing was horrible (2 lay overs with +4hrs stop over); on top of that they even got the destination wrong!
If they allocate you to Sophia Smith, ask for someone else if you do not want to waste your time!”
“Paid for hotel and got through their voucher. Called the hotel to make some special requests but they did not recognize may booking. Called Travel Up and was told they need a supplier reference which could take up to 7 days. No update after 7 days so contacted them again asked to wait another 48 hours. 5 days later still nothing. Told they are chasing the supplier daily but not getting what they need from them so asked for it to be escalated to their own and the supplier management. Absolutely no ownership of the issue or proactive communication, me constantly chasing. Basic customer service does not exist. Look past the attractive prices and save yourself a world of pain.”
“Shite, they took all of my card details and i had booked and bought the flights and then they said it was unavailable to book on line then put us onto a recorded call saying we were 14th in the queue and our wait would be 10 seconds. It took it half an hour to get down to being 6th in the queue... Load of crap never ever book through these scammy sleazy bastards. Thanks for listening....”
“I wouldn’t even give 1 star. My partner and I are currently stuck in LA and can not fly home due to flight cancellations. Because we booked through this company we can not get the airline to pay and we are going to have to pay over £1000 each to get home. Their help lines are terrible and they told me I had to speak to the airline. But they told me the airlines help desk was closed Andy I would have to call again tomorrow! So they expected me to spend the whole night in the airport that I’d already spent 20hours in trying to sort a new flight. They are a terrible terrible company that have abandoned abroad. A typical take your money and run company NOT to be trusted. Not responded to my emails or call. Absolutely shocking”
“Your customer service is the worst I've ever delt with do they get any training at all I've rang 7 times and they have give me no help at all I will never use your company again”
“Do not trust on this website at all! They present an amount when you make the booking and then they contact you to say that the price was wrong and ask you to pay more if you want to keep the booking otherwise they cancel it. Basically, I made a reservation yesterday for a flight for 2 people to Madeira and the final price when I confirmed the booking was £353,56. Today I received a called from Savio (very unhelpfull manager I might say) to inform me that there was an error on their website and that the actual final price is £451.56 and if I want to keep my booking I will have to pay the difference or they will cancel the booking and refund me. I found it very cheeky and unreliable of him to ask me to pay more when I actually was already charged for the price agreed when I confirmed the booking. So, I did not think twice and ask him to give me my money back as this really looked like a kind of scam that this manager was trying to do with me. Finally, I ended up making my booking directly with BA with a lower rate that Travel up was trying to charge me (£414.00) and it's already confirmed and paid the same price that was agreed. First and last time that I book for anything with Travel up.”
“As the other guys say, this company should not be in business. Don't believe what they are saying on the website or email. The truth is only in their T&C. They display "Free cancellation" which is NOT free of charge at all but you cannot find any fee information on the surface at all. You need to click and open the T&C file and read it in detail for 30 min, and then you can find you have to pay the admin fee ANYTIME you cancel your booking whether it is "Free cancellation" or not. They intentionally set a trick and try to deceive you by hiding real fees in T&C, and when they get claim, they say you have agreed our T&C so you need to pay it! as following the manual. very classic but really dishonest. If they don't have intention to deceive customer, they should NOT display as "FREE cancellation" and / or should display fees for cancellation because they require fees ANYTIME you cancel. In addition, they only accept cancellation by email because they need to proceed with the cancellation with charge such fee automatically whether the customer recognized such fees or not. when I requested the cancellation and confirmation of returning full amount of money i paid for "FREE cancellation booking", they replied to me about fees. I claimed I didn't know such fees and asked to stop cancellation, then they said "we have already cancel your booking with fees. You have already accepted our T&C." Even I requested the confirmation of full money back, they cancelled my booking with FEES without my consent! DO NOT BOOK WITH THEM for saving your precious money!”
“This company doesn't even deserve a 1 out of 5 stars. Terrible customer service and take days to come back to you on any queries. Do not book with them - rather pay extra for better service.”
“This company should not be in business. They did ripp me off. They made a mistake on my booking and then came back days later asking me to pay extra for their mess up. I won't recommend.”
“They lied to me that the money I paid includes a checked in bag. I called them three times to do confirm I didn't have to pay extra, they said I was not going to... Fast forward to the flight check in and I was forced by the airline to pay $120 to check in my one bag and my wife's one bag. As a frequent flyer, this is the first time I have ever had to pay for just one bag. Even if I were to pay for a check in bag, I would have loved to have paid while booking the ticket, not while checking in and paying from the money I was travelling with. I'm still here trying to get a response from travel up. They have been rude on the phone. They have also ignored my email so far.”
