“Terrible dealings with this company. Do not involve yourself with travel up at any cost! We have been waiting over a year to receive a refund on our flight that THEY cancelled !!! Two weeks ago I was FINALLY told that my refund will be in my account in 5-6 days, this was after filing a charge back, but I am yet to receive my money!
I have emailed twice to chase up the refund and no replies!
I am never normally one to leave a review but this is my last straw as I have no other avenues to follow in order to get my money back!
DON’T USE TRAVEL UP!!!!”
“No correspondence they didn't even tell us our flight was cancelled. And now they want £50 admin fee. For what, give people their full refund which they are legally entitled too. Would never use this company. Avoid.”
“My flights were cancelled in April, and I FINALLY got part of a refund last week... it's just that it wasn't a refund according to the Terms and Conditions with TravelUp that I originally agreed to. TravelUp changed their Terms (illegally, without notifying or asking me! Or any other customers!) to put in a £50 'admin fee' for refunding flight bookings. Left £50 out of pocket.”
“BOUGHT BA FLIGHT ONLINE FROM TU IN FEB. IN MARCH RECEIVED NOTICE FROM BA TO ADVISE ME TO POSTPONE OR CANCEL FLIGHT DUE TO PANDEMIC. I DID SO AND ASKED FOR FULL REFUND. NOTHING. NOT HEARD OF TRAVEL AGENT AT ALL. MID MAY STARTED CHASING UP REFUND AND OBTAINED PROOF THAT FLIGHT WAS INDEED CANCELLED AND TRAVEL AGENT FULLY REFUNDED BY BRITISH AIRWAYS. COULD NOT GET THROUGH TO ANYONE UNTIL BEGINNING OF JUNE. I WAS TOLD OVER THE PHONE THAT TU WILL DEDUCT REFUND FROM MY REFUND. TOLD THEM THAT'S NOT ACCEPTABLE AS THERE WAS NO SUCH FEE IN T&CS WHEN I BOUGHT MY TICKET. AGENT STATED THE OPPOSITE. HAVE COPY OF ORIGINAL T&CS BUT TU CHANGED THEIR T&CS MID COVID, IN APRIL, BUT EVEN IN THAT T&CS THEY ONLY MENTION "SMALL ADMIN FEE". I PAID 150 FOR MY TICKET AND TU REFUNDED ME WITH HALF OF WHAT HAD PAID FOR. CONTACTE ALL RELEVANT AUTHORITIES, BBC, EECLUK, BA, ACTION FRAUD AND SO ON. WILL GO FURTHER BUT SENDING A FINAL COMPLAINT TO TU BEFORE DOING SO... AVOID THIS COMPANY AT ALL COST!”
“If there was an option for no stars that would be my award!
I booked flights with Travel Up in Jan to fly to LA in April & I have not had any emails, calls or a refund from the company. I have contacted the company every week since mid March & still no response. I have reported them to the CMA & the Transport MP.
Just to confirm I still have not had a refund!!”
“Don’t book with this company. ..... flight cancelled 5 weeks ago. They haven’t told me yet! Form filled in 5 weeks ago for change of date, nothing. Called persistently - phones closed. Contacted via social media, nothing.
Now they are changing the T&Cs so they don’t need to refund people and are charging to cancel when it wasn’t in original T&Cs. They should look at companies like Hayes Travel who have been commended for their covid responses.
Remember that this isn’t over and we could well have more “shut downs”. Do you trust them enough to give them your money!!??”
“I really regret using Travel Up to book flights with Finnair ( travel date was 21/03) . My first of many unanswered emails was 12/03 before offices were shut down. Today nothing has changed even though Finnair say a 100% refund has been ready for many months.
They have no regard for any after sales and this has put me off for ever using a travel agent again.”
“Can't give less than 1*. They ignored and blocked all contact with everyone. It is nearly impossible to get a refund, I have been waiting 3 months now !!!! They changed their terms & conditions so they can charge a £50 admin fee - & then illegally backdated the charge to all bookings.
AVOID AT ALL COSTS !!!!!!!!!
They also post false reviews about themselves on several review sites.
Check out a group named ' TravelUp COVID Response ' on facebook - nearly 3000 members in there - all unsatisfied travelup customers.
How easy to get a refund ? - IMPOSSIBLE
How many days did the refund take ? Still waiting after 3 months”
“I wish there was an option of NO STAR. This is very incompetent and dishonest so called Travel Agency. They only work for customers as far as getting their money and issue E-Tickets. God help you if you face any problem or difficulty in your travelling arrangements. Keep away from them at any cost. Do not trust them. Not one word, not one second. It took me 4 months to get a refund of them and that was £65.00 short for so called admin charges. For four months I tried to contact them through hundreds of emails, phone calls and social medias messages. I received nothing. And then they have charged me £65.00 admin charges.”
“It is a difficult time at the moment and I had a bit of a wait to get through but once I was able to speak to my agent, Fleming Grayson my problem was resolved”
“I struggle to give Travel Up one star. I booked a hotel / resort through Travel Up in February 2020 for a vacation in May 2020. The resort was forced to close in mid-March. It is a reputable resort that I have visited 47 times over the past 17 years. Travel Up refuses to give me any refund even though the resort closed and has yet to reopen in June 2020. Do not book through Travel Up. They are scam artists.”
“If I could give 0, I would. Worst agent/company I've ever dealt with. No one should book with them. Given the unprecedented times of Covid-19, it is understandable that the whole travel industry is in disruption. But the way the company has failed their customers is undeniably outstanding. No communication regarding flights cancellation let alone refunds. Had to chase for more than 3 months with only 2 replies ever just to get my refund, which wasn't even full amount. Changed their T&Cs which isn't illegal but it should be agreed by both parties and be communicated, which they failed. I myself had to contact direct airlines on flight cancellation and refund status only to find it was fully refunded but nothing from Travel Up - not even A SINGLE PIP!! With all the direct chase up with airlines and the stress they have caused, I wonder what I'm paying £50 to them for their so called non existent service, which I never received. In fact they should pay me instead for my troubles and my communication with direct Airlines and most importantly MY TIME. By not providing cancellation information they themselves have breached their T&Cs which they fail to acknowledge. DO NOT BUY TICKETS WITH THEM EVER, RUN AWAY!! TOTAL SCAMMERS.”
“Booked and paid in January 2020 for plane tickets April 2020.No problem with the cancellation but the thieves have deducted over £100 per person X 2 from the refund.Asked credit card company to investigate and if no success,will then pursue through small claims court whatever the cost,as there is a principle at stake here.”
