“DO NOT BOOK WITH THIS COMPANY.
Like many others we were drawn to TravelUp through a website comparing prices of different flights. TravelUp appeared to have lots of positive reviews and good prices so we booked our flights with them. I now note that most of the positive reviews include no description of the actual service provided by TravelUP.
Unfortunately, the flights were cancelled due to Covid-19. TravelUp did not inform us about this, we found out through the airline. Instead they closed their telephone lines and communicated poorly via email. Additionally, they changed their terms and conditions retrospectively to add an administration fee to process refunds.
Whilst I no have my refund (minus £50) I have learnt to always book direct via the airline or the hotel. By booking with travel agents such as TravelUP you face poor communication, poor service and theft via random administration fees.
Never again.”
“Appalling customer service, over inflated admin charges for a refund (50 pounds out of 400 originally paid). Tried on dozens occasions to contact by email and phone, waited until after the original departure date for the flights to start the process of getting a refund.”
“Horrendous customer service. Didn’t even advise us our flights were cancelled. Months of zero contact to then be told they would charge £50 to refund the service they cancelled.
There is plenty of evidence that they have been misleading their customers to try keep as much money as possible”
“I gave one star only because it was not possible to give ZERO!!! I booked flights with travel and they got cancelled. Travelup only gave me a partial refund and I had to wait 3 months. I will never ever use this agency again, they changed the terms and conditions I had agreed to, I don't even think this is legal and I will fight to have my money back”
“Totally disgusted at this companies handling in the current situation with covid 19 I am still waiting on z refund from April 18th my family who were booked on the same flight but booked through different agencies have all had full refunds months ago with no problems at all , TU are ignoring calls emails or any contact I only git a response when I contacted skyscanner as I went through them in the first place but still waiting on my money 😡😡 never again will I book through a third party 😪”
“I have used Travelup on previous occasions without ant bother whatsoever in fact I was quite supportive of them HOWEVER my flight to Bangkok with QATAR airways was cancelled and Travelup have charged a whopping £80 admin fee for just 1 passenger, i have complained to them and am awaiting a response”
“An absolutely shocking experience with TravelUp. This company is by far the worst travel agent I've dealt with in my many many years of travelling. No communication from them. Illegal changes to their terms and conditions, charging people varying admin fees for refunds and constant lies and diversion from their 'customer service' agents. I would recommend avoiding this company. You will regret using them.”
“Delaying refunds over month. Illegally charging customers £50 admin fee when terms and condition when I got tickets stated i will full refunded and compensated for any cancellation from the airline by travel up. 2 weeks ago Travel up decided to change the t’s and c’s and charging customers wrongly.”
“Really poor customer service - don't reply to emails. Change Ts and Cs without telling customers and expect them to abide by new Ts and Cs that they make after you've booked.”
“Travel UP is the worst company ever, please be careful, They changed their T&Cs, by law they should inform the passengers when they do that. But they just do not care. They should provide a full refund when the flight is cancelled due to the covid-19, but they charge £75 or more illegal fee”
“The worst company ever, please be careful, They changed their T&Cs, by law they should inform the passengers when they do that. But they just do not care.”
“My flight was meant to depart 3 weeks ago. Having tried to contact them continuously, I still haven’t received any information from them. Furthermore, the huge publicity of changing T&C’s is very concerning. TravelUp if you see this, can I have my full refund please? Even a blanket email would do if you guys can manage that?”
“Still no response from Travelup to my (many) emails - firstly asking if my (mid May) BA flights still existed and subsequently asking for reimbursement for flight tickets BA cancelled the flights. It would seem that the few customers that they have refunded have had an illegal administration fee of £50 deducted. They never alerted me that these flights were cancelled and I am not considerably out of pocket. Steer clear of this company”
“Really poor customer service - don't reply to emails. Change Ts and Cs without telling customers and expect them to abide by new Ts and Cs that they make after you've booked.”
“No contact regarding recent cancelled flights, eventually part refunded having contacted them several times and now chasing an illegal administration fee. Will never use them again, nightmare 🤯”
“Truly awful company as experience from cancelled flights has been woefully inadequate and have been stonewalled on more occasions than I can remember. Inaccurate information has been supplied and everything in their power to delay refunds and the introduction of an admin fee for cancellations out of our control is disgusting and illegal. I will NEVER use this company again. Their bad performance means they've currently been removed from Skyscanner listings. I just wish I had never come across this company and dealing with them has been a total misery and the worst company I've ever had the misfortune of dealing with!!!!!”
“Where to start with this company.. taking 3 months to refund me 75% of my booking. My flight was cancelled and they failed to notify and let me know if this. Now they are trying to withhold 25% of my booking to be classed as 'admin fee' when I was the one chasing them weekly without any communication. Do not ever book with this company. Thieves and utter frauds.”
“Would give 0 stars if possible. They've ignored me.for months, have broken pretty much every law possible and have just stolen money from me. You couldn't make it up. These crooks shouldn't be allowed to walk the streets lets alone trade.”
