“I booked an international flight on the understanding of baggage allowance is provided
During the booking process baggage allowances was not clearly mentioned. I only understand this after the booking came in an email. I would not have booked with them had I known of the charge
TravelUp tried to charge me an additional fee to cancel for this. I tried to get this cancelled immediate after I paid but was told I would incur a fee of £90.
This is extremely unfair to the consumer not have full information to the services and it was not mentioned clearly
I wanted to speak to a manager who could make the right decision but was not allowed to speak to anyone given it was a Sunday. I further asked if I could delay the cancellation time (i.e., Cancellations were only valid for 12 hours and after this the ticket becomes non refundable). He didn't allow this either
The agent said coercing me to make a decision without the ability to fully speak to a person with the ability to hear me out
The agent was also rude, interrupting with everything I said. He also hung up after he was done. This is shady agency and I would not book with them again
Terrible experience - DO NOT RECOMMEND”
“Terrible experience with TravelUp. I booked a return ticked to Dubai from London via Emirates airlines. One hour after booking I realised I had made a mistake in the return date so called TravelUp to change return date. They agreed to do this at a cost of an extra extortionate £190.00. Checking online, I found that the cost of the revised date was the same as that of my original ticket. It is absolutely outrageous to charge £190 one hour after booking. I decided to cancel my ticket and rebook with another airline. The cancellation cost me £90, despite the fact that Emirates is a signatory to the commitment that allow customers to cancel free within 24 hours of booking. I will never travel with this company again and will advise others to choose another agency. Emirates airlines is contaminated by their association with this agency. I have now booked with a different airline to Dubai, which was far cheaper than emirates. A pity because I normally always choose Emirates.
TravelUp is not customer friendly - it is inflexible and their fees to make changes are extortionate. I DO NOT RECOMMEND THIS COMPANY”
“I asked to change my flight date - The flight should have been £200 extra according to there website.. Brian charged me £590 ... Now, allowing for the £75 admin fee per person - I have definitely been done over, but my hands were tied..”
“Terrible service. Do Not Use. They will take your money in snap, but when it comes to support afterwards. They lie and are not interested to help. They pretend to help but when you dig deeper with the surliness it is proven they lie and just don't help. Please do yourself favour give this agency a miss even if they have cheap flights trust me it's not worth it because it will cost you more in the end. There are other better agencies to use.”
“scam company. Got a confirmation my flight was booked, then a few days later an email saying they received payment but couldn't book and offering 3 different flights of no use as I'd already booked train tickets. I found the same flights with travelup so I found and rebooked the same flights again with travelup at £5 extra to be told that it didn't go through either as it wasn't available (clearly was, twice). A few days later after the money cleared (surprise) I got the same email with the same wording offering 3 useless alternative options. I haven't had a refund weeks later on either payment despite their t&c and representative telling me 3-5 working day. Luckily I used a credit card to do a chargeback process but would avoid this company 100% they shouldn't be in business.”
“My initial booking was no problem but my return flight was cancelled due to Covid. Sadly the next two return flights were also cancelled and subsequently I was offered a voucher. Since then I have tried to use the voucher on several occasions without success. The latest excuse is that the voucher must be used by 30/9/23 although according to British Airways website the vouchers are valid until 30/9/24. All contact has been very protracted and unhelpful.”
“Please see corespondance
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Should you need to cancel or change your holiday we must be advised in writing as charges levied over and above the deposit may well apply depending on the tour operator and / or airline policies and terms and conditions. In addition we reserve the right to charge an administration fee for any changes to your booking should this be applicable.
Once the ticket is issued it is completely non-refundable and non-changeable, However in the event of cancellation please let us know to process your booking for airport tax refund only.
They said nothing if a helping from Milo”
“Truly awful experience that cost us an extra 2500 for flight on hour honeymoon.
Our flights were booked a year prior and when we arrived the flight outbound had changed to 3 hours before we arrived and had to but other flights on the spot to no miss out on losing the resort cost.
I do not know why we weren't updated or made aware of the flight change. when logging into their site it was still the same information.
They must know we can know book flights with airlines ourselves, however we use services such as these to keep an eye on flights and update us.
just completely awful experience and seeking legal advice.”
“Process of changing flights was painful - took a month of calling almost everyday and numerous emails and being constantly told to call back the next day. Almost gave up at one point and thought that's what they want you to do to take your money. Absolutely never booking flights with TravelUp again.”
“Hi
i bought an airline ticket and upon receiving the confirmation i noticed a wrong date,i sent two requests via the website and an email to cancel the ticket.
i also phoned the company,it took over an hour to get an answer and was asked to send an email.
Travelup did not cancel the ticket on time and simply refund me 300 GBP from over 900 GBP when the airline allow free cancellation within 24 hours .
These guys are well-trained professional crooks,do not send them anything over their website as per their T&C only email considers notice ( even after a proper notice was sent they still did not cancel the ticket ) .”
“DO NOT USE THIS COMPANY! I've been robbed!
Nov 14th, 2022 I bought tickets from travelup. I was very much looking forward to my pre-Christmas stay in Brussels. Unfortunately, the flight was Dec 7th, 2022 canceled by airline. Travelup did not help me find a new alternative. Silence! No service!
Despite the fact that there was no cancellation on my part, the travel agency still did not refund the £302.09 I paid for the tickets. Travelup has been illegally holding my money for a month now. Refunds are subject to approval with a £50 fee. Why? For what? I have nothing at all from travelup and have to pay £50? I've been robbed! We'll see what the County court says about it!
DO NOT USE THIS COMPANY!”
“DO NOT USE THIS COMPANY! I've been robbed!
Nov 14th, 2022 I bought tickets from travelup. I was very much looking forward to my pre-Christmas stay in Brussels. Unfortunately, the flight was Dec 7th, 2022 canceled by airline. Travelup did not help me find a new alternative. Silence! No service!
Despite the fact that there was no cancellation on my part, the travel agency still did not refund the £302.09 I paid for the tickets. Travelup has been illegally holding my money for a month now. Refunds are subject to approval with a £50 fee. Why? For what? I have nothing at all from travelup and have to pay £50? I've been robbed! We'll see what the County court says about it!
DO NOT USE THIS COMPANY!”
“Despite numerous emails, calls and letters we have NEVER received the refund that we were entitled to and were advised we would receive in November! AVOID - THESE ARE DISHONEST PEOPLE - VERY POOR SERVICE AND I WILL CONTINUE TO POST MY REVIEW IN AS MANY PLACES UNTIL I RECEIVE A RESOLUTION.”
“Hi Everyone,
I recommend you not to book anything from this website. Their Customer Service is pathetic. My flight got cancelled and they asked me to arrange alternative with the airlines by myself and when i did it by spending more than €300 calls. They said there is airlines restrictions which is not true. The airlines arranged the alternative and put in my reservation and travelup just need to re issue ticket and following was their reply:
Please note that we have again check the Airline policy. Unfortunately, as per the Airline policy we cannot offer you the flight which you mentioned in your previous email.
Please note that as we have already informed you about Airline restrictions but if you still have any issue regarding our customer service, so you need to send us a separate email at complaints@travelup.com.
Furthermore, we need your confirmation to process the partial refund of your tickets. If airline would mark you no-show, we won't be able to take responsibility for any inconvenience.
If anyone needs any evidence than please contact me and i will provide you all emails screenshots and conversations.
But save your happiness and family with such travel companies.”
“Despite numerous emails, calls and letters we have NEVER received the refund that we were entitled to and were advised we would receive in November! AVOID - THESE ARE DISHONEST PEOPLE - VERY POOR SERVICE AND MORALS”
“Customer service is pure rubbish. I would rather save the headace and hassel and pay a little more with someone more reliable. Honestly stay away from these scammers”
“Non existent costumer timer service. Would rate zero if we could. One of flights changed departure time (by BA) contacted Travelup to say that we noticed that this means the connection won’t work. It took numerous emails, phone calls, bad online reviews and nearly two weeks to get them to arrange an alternative flight and e-ticket. They take ages to answer your call, when they do, they tell us to email, but they won’t answer emails. Never ever again.”
“I had a reservation for 3 preferred club rooms, I amended my reservation to 5 people vs 6, still 3 rooms, I asked if 5 people would make a price difference, they emailed back and said it was 228 dollars less, sent me a link to pay the new price, what they did not tell me was they downgraded me to premium rooms NOT preferred, I emailed within 24 hours, no answer, called and was informed, sorry you agreed by clicking the link, it was right there in black and white, we cancelled your rooms and amended your booking. Total bait and switch, now I have 5 people in premium rooms NOT preferred and it will cost $900 to get preferred rooms.”
“I have just called one of the operator @ 16:40 he was very rude on the phone and hung up on me.
Was not willing to listen to me at all.
This is the third time i am calling the same they keep on lying about everything.
Operators are extremely rude
Would give 0 star if possible”
