“Booking confirmation was within the time advised, but the nature of the email wasn't great. Entitling the email 'failed reservation' leads one to confusion if this is a successful confirmation. Confirming the reservation with the line 'Please note that your reservation is well confirmed' is appalling English and unprofessional, the hotel consultant, Faraz Ali, may as well have ended the confirmation with 'innit, bruv'.”
“We booked our flights to Orlando with Travel Up but when the first leg of our outbound flight was cancelled we tried to get in touch. We called and emailed many times but couldn't get through to anyone to help and no-one replied to our emails. Finally after big uncertainty for 10 days I finally got through to Kyle Roberts who rebooked our flights whilst I was on the phone. It is a shame that our flights couldn't have been sorted out within a day or two of them being cancelled rather than causing unnecessary stress/worry and not knowing what was happening with our flights. Travel Up should have called us rather than us repeatedly having to chase them to find out what was going on.”
“Thank you Junaid,for your time, support and swift intervention in rescheduling another flight for me after cancellation of the British airways flight. You are amazing!”
“Taha Siddique, the agent I dealt with, was very patient and answered my queries very well. I have nothing but admiration for his skills. However, the rest of the service has been abysmal. I paid around 16 hours ago and have only just received my e-ticket after numerous enquiries. This is not a good service and I will not be recommending it.”
“I found Noman difficult to understand I had a flight cancelled and wanted to re schedule I was promised an email with my options which i didn’t receive I had to telephone twice over 3 days . I didn’t feel his telephone manner was friendly or professional. I have now received the email with my new flight from Travelup although I sorted it out myself with the airline.”
“Finally managed to use my credit with TravelUp. Had a flight cancelled due to COVID earlier in the year so took the option of a credit. When initially trying to redeem it my emails were completely ignored for weeks. Eventually got round to calling them and at first everything seemed fine. Was told I’d get an email with a link within a day. 3 weeks later and nothing. Got through again and said I’d get emailed within the hour. 6 hours later still nothing. Phoned again and was told I’d get a call back in an hour. 2 hours later still nothing. Finally got through to someone who at least sounded polite and friendly over the phone, Fleming Grayson. He sorted my new flight and seemlessly switched it over to the app for me. Had it not have been for him I’d probably have given this company 1 star. Wouldn’t recommend booking through them as it’s been like drawing teeth ever since I booked.”
“It is a 5 stars for Fleming Greyson which is very polite and quick in responses, but after 12 days I am still awaiting to have my vouchers processed from BA.
definitely too long, unhappy costumer.”
“So I had no intention of cancelling but Covid-19 put a stop to us going to Spain. Couldn't get through on the number, rang but didn't take messages, so thought it was a scam. No reply to my first email, Sent a few emails in a row asking to cancel, did get a response but charging a fee. I know they said if we choose to cancel, we pay a fee, but guys with Covid, you are probably the only company that hasn't waivered this fee and so not impressed.”
“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”
“I have used TravelUp several times in the past and have been extremely happy with their support and communications.
Whilst I realise the current situation is unprecedented, I am disappointed that I have heard nothing from the company. We flew out from Gatwick on 10th March, and BA informed me in April that our return flights to the UK on 29th May were cancelled and that I was entitled to full refund or replacement flight - however I can only do this through TravelUp.
We are in the dark as to when we will be able to return to the UK, and unable to plan. We do not know what options are open to us and are unable to contact TravelUp - we did not receive a receipt for the online form we completed.
Please help”
“Whilst Fleming Grayson was very helpful in rearranging our cancelled flights it took 6 emails several phonecalls with at least two hours holding and three tweets which were all ignored. It seems odd that a company of this size has only one person dealing with rearranging cancelled or changed flight schedules. I guess it usually works ok but the impact China is having means you may have an unusual wait on your hands trying to get resolutions!”
“One flight cancelled by the airline, tortuous process getting in touch with the flight change personnel, took over a week to get the details. Called on three occasions, left holding on, and then cut off once, then told they coulds not handle the change”
“Fleming Grayson asked me to leave a review about him. I did not have a good experience - despite only one of my flights being changed he cancelled my luggage booking on all of my flights meaning I had to make countless phone calls to BA sort out his error. Then I had to chase him a number of times to get the locator code for my new flight, he didn’t seem to know that if you buy an American Airlines flight through BA you still need a login to aa.com separately. Careless service and lack of knowledge made this a frustrating experience!!!!”
“When I call them and there was two person was very rude on the phone. I was not happy then I email them to explain about questions and a formal complaint. They responded with my answer which it is good thing but not even apologised me. I would not recommended this company at all.”
“Booked a hotel with them. Price was great at first £1152, then received an email to say that there has been a problem and I would need to pay an extra £83 to secure the hotel....asked for a refund and after 5 days it did arrive back to me, my advice is don’t take the price quoted as gospel and shop around or book direct with the hotel”
“I was contacted about a change to the time of one of my flights, and was asked to reply to the email to confirm my acceptance of the changes. I took the opportunity to ask a question when I replied. The customer service rep Liam Johnson didn't reply to my question in his response, so I asked it again, plus one more question. This time he replied to my first question but not the second. So I left it at that! I'll check directly with the airline. He responded pretty quickly but could do with reading the customer emails fully and replying in full at first go, to save customer frustration (we don't like being ignored).”
“First, my flights were changed - that was OK, except the new e-ticket did not arrive on time and it took 2 phone calls to get it - only 48 hours before I actually flew. This was anxiety creating.
The worst problem for me, and a very serious one, was that on my e-ticket it said I *must* reconfirm my flights before travelling. I was with SAA and they did not ask for this and I couldn't see a way to do it (e.g. 'Manage my booking'). I rang two customer support numbers, which didn't answer. I also rang Travel Up (expensively) - they said it was OK, but if so, why this requirement? Unprofessional and misleading - and stressful in that I thought I may be stuck in Botswana if I couldn't get the flight.
SOFIA SMITH CUSTOMER SERVICE was responsive, but the above problem is a bigger one, which TravelUp needs to address, not her. Please respond, TravelUp!”
“My 80 year old father typed in S instead of A on his surname - realizing to late - he called and emailed the same da, and was told £75 charge would be made (He called the Airline who do not charge for amendments - but they could not help as he went through Travel up). I emailed Director MR Shah - hoping on this occasion due to nature of error he may waive their charge. I was just quoted the TERMS ad Conditions. A Company that likes to line their pockets and not treat customers as individuals.”
“Flights changed, which is not their fault, but they refused to speak on phone, would only correspond by email, promised call backs which never happened, just made the whole process difficult and stressful”
