“Travelup are ignorant and incompetent - dont book with them.
They blame the airway for their ridiculously high cancellation costs (in my case 400 pounds!) even if the booking was made less than 24 hours previous to cancellation.
Also I have a ticket booked with them with only one hour at the airport to collect baggage and transfer to the next flight which is an international flight - when ringing travelup concerned that I may miss my international flight they blame the airline instead of finding me an earlier domestic flight with ample time to catch my connecting flight. Incompetent and unhelpful. DO NOT BOOK WITH TRAVELUP.”
“The worst company I have ever attempted to book with. Following multiple calls lastin literally hours. I was told I could not book with them. However two weeks later they still hold the money for my flights which is over 1000 dollars despite them accepting I have no flight booked with them. Multiple calls to their call canteen which is an overseas call centre as well as multiple visits and phone calls to my bank and half a month later I'm still no closer to having the money back. In short the worst service I have ever experienced”
“Never make your booking through travelup!! Once you buy the ticket, you are trapped, and they take the full advantage of this. This agency takes ages to respond back to the emails and never want to help out their clients. If you call them, they will put you on endless waiting, and they will never call you back.
My recent experience was a nightmare with this agency, they lied to me about the flight schedule and issued me a ticket with a forced 22 hours layover at the airport with no accommodation.
If you don't want to ruin your trip, I would strongly recommend never to make travel arrangements with this agency.”
“Read the fine print carefully. We needed to change our tickets and there was NO flexibility. They charged us more to change than our original tickets. Never again.”
“Having made a booking, I then received a conformation which did not have the correct of outward flight. I informed travel up and was told that I had only 2hours to cancel my booking at a cost of £163 or there was no refund after that 2hrs. WHAT A FARCE. CROOKED AND DEVIOUS .PLEASE READ THE REVIEWS OF THIS COMPANY BEFORE YOU COMMIT TO A BOOKING”
“My partner and I booked tickets to visit Ethiopia, for a proper adventure. We were very excited and booked our tickets without issue.
We were due to fly out in mid-November and mid-October the FCO changed travel advice not to travel unless absolutely necessary due to riots and violence throughout the country.
We contacted Travel Up who refused to deal with us on the phone and sent us a generic e-mail offering £30 back on each ticket. After checking with consumer advice we saw that in these cases travel companies should offer a refund or safe alternative.
Despite several efforts Travel Up consistently avoided speaking with us, they hung up on both my partner and I and started conversations with, 'you have already been explained that...' which is incredibly frustrating when the advice given was a clear copy and paste from the website. I spoke with our airline direct who confirmed we were entitled to a full refund, and when confronted with this Travel Up still maintained their policy that they were only going to give us back the tax after taking their fees.
There is no customer service in this company whatsoever, the managers (Gary Smith) will hang up on you when challenged and sully any holiday you plan with them. I'm sure that if you book flights through them and there's no issue with the flights there won't be a problem, but don't expect any form of customer service or support from this company.
If you are going to book with them make sure you have excellent travel insurance because you might need it. We are having to go through our insurance, and they are refusing to send us any of their policies in a suitable format - again they keep copying stuff from their website.
Worst.Comany,Ever”
“Absolutely the worst company I have ever had to deal with. Rude unhelpful staff that couldn't care less about your problems. Our flights have been changed by 10 hours yet they refuse to give us a refund or even change our flights. Out of pocket by hundreds of pounds. Please please do not use this company!!!”
“The worst experience ever! Please avoid #TravelUP company, their Customer Service is AWFUL! Please read their bad reviews before you think about buying your flight ticket with them. They don't know how to answer the telephone professionally: "Hello, my name is ... how can I help you today?" Instead, a very rude guy answered the phone "Hello" and that was it.
"What else would you like, your ticket has been booked, you shouldn't call us. why are you calling us?"
AVOID THIS COMPANY! Regret so much why I bought my ticket with these piece of shi***
Hope everything will be ok with my flight.”
“Do not use this company. In February this year I booked a flight from Manchester to JFK totalling £1,000 for two people for October 2016. We noticed that we had missed an "s" of one of the surnames - it costs £89 to change. We have had a change of circumstances and contacted Travel up to see if we could transfer a name or refund. The operatives did not want to know, they were abrupt and rude. They had receive their money and did not want to help - I will never use them again and I have informed all my friends and colleagues not to use them.”
“Booking was straight forward, however our flight was then cancelled and altered without my knowledge. Takes a very long time to get through to speak to anyone in the admin dept, hang up and put you on hold without notice, was mid conversation on a few occasions and line just went on hold! Very rude! Staff not interested once they have your money, not worth saving a few pounds with all the hassle it comes with! Avoid!!!”
“Awful, booked a flight MAN-JFK with this company and this didn't advise us that as it was operated by American Airlines some of the onboard services differed- namely there is no personal in-flight entertainment. Personally I think this is disgraceful not to be upfront and make customers aware of this before they buy as we never would have purchased knowing this! They have been un-willing to give us a refund or change the flights without admin fee's- although they helped us booked seats together for free which was their only saving grace. But overall I would never use them again much better to book through the airlines- both American Airlines and BA agree that they should be helping us and that if we had booked directly they would help us but because it was booked through an agent they own the ticket and therefore can basically make up any rules they like about it!!
We are totally gutted as it has ruined our flight as there are only a few TV's on the plane therefore no choice- my partner is afraid of flying and it is his first long haul flight so having your own TV was a big part of the experience!!!”
“Pathetic, horrible, disgusting guys. We booked tickets months in advance and wanted to cancel one persons' due to medical emergency and they said "We can't refund, this is non-refundable ticket", the worst thing was they didn't tell us at the time of booking. Wish the Government regulates such sneaky company who cheat loads of money.”
“I booked my flights to San Diego in good time and received my e-tickets. Then I needed to change my travel dates as I was unable to travel the dates I booked. I was informed there would be a fee of £150 to change dates, I gave revised dates I wished to travel and was informed the fee would be £295 to change to revised dates, I asked to cancel the flights and asked for a refund, I was informed the booking was non refundable, I asked again for alternative dates to fly and was informed the fee would be £495. My original booking was £526 and it looks as if that will be written off and I will re-book my flights with another company, stay away from Travelup!!!”
“The most horrible service ever; they sent me tickets for wrong date and stated that was my fault despite being sure that I have never chosen that date. Furthermore insisted that I was sent emails of confirmation and ignoring my explanation that I had not received any emails. I felt they just need to charge and benefit from customers' tickets cancellation or amendment which may somehow helping them to compensate for presumed cheaper fares.”
“No customer service and no managment to speak to on weekends as they dont work, mum wanted to change the name on the ticket to my name as she is having an operation when she is supposed to be going away and they tried to make out the airline refunded the change only it is is a change to the first name.. i spoke to the airline before speaking to this rubbish company and they said they can change a name for £50 when i said this they tried to say that i was lying so it was the airline that had just told them they could bot do any changes..”
“Worst customer service known to man. Flight has been changed and over a week spent trying to find someone in customer service who can help. How I wish I saved myself the trouble and just booked with someone else in the first place. It may have been cheaper with travel up initially but I wish I spent more and been safe in the knowledge that I would have had some customer service and therefore some customer satisfaction.”
“I can't think of any other industry whereby a product (our flight) is changed by the retailer (TravelUp) and the retailer charges the customer (me) £300 because we cancelled it, despite rebooking a different flight through them, because otherwise we would have lost a day's holiday. Not only this but a request for help with costs incurred due to interest charges (we would not see the refund for 10 weeks) and changes to airport parking and car hire ,all in all, over £450, has been met with a four line email basically saying "tough"”
“Wish I'd read these reviews before booking! Couldn't fly on the day I was supposed to - airline said I had 6 months to change flights with a few of £100. Sadly had to do changes through travel up . First call centre people hardly spoke English - second guy told me it would be more expensive to change than buying a whole new flight-was then promised a call back - none. Of course they don't care once you've paid them! Even if costs slightly more to book direct with airline - do it! They don't deserve their ATOL status :(”
“Dishonest, horrible, nagty staff, they promised me my travel tax back but they never refund it. Never book through them its too much nighmare when you change your mind about a trip.”
