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We have always used leading technologies to present a website that is friendly and easy to use for everyone and anyone – some may even say there’s 0% faff!
You won’t be short of choices when you book, we offer flights, hotels and package holidays to anywhere in the world. We work with over 200 airlines and offer over 400,000 hotels to bring you the best deals to destinations you love and with our flexible payment options, you could jet off sooner than you think.
Want to get off the beaten track? We can offer bespoke tours and holidays so you can be sure you tick absolutely everything off your bucket list! Our experienced agents will be able to help you with any questions or queries you may have too and can book everything from car hire to transfers to attraction tickets, making your holiday stress and hassle free.
But don’t just take our word for it, we’ve grown at such a rapid rate that in 2018, we were listed on The Sunday Times Virgin Atlantic Fast Trac...
TravelUp Reviews Summary
The company demonstrates a mixed reputation, with notable strengths in the ease of the booking process and competitive pricing, which many customers found straightforward and efficient. However, significant concerns arise around customer service, particularly regarding unresponsive support, issues with reservation confirmations, and difficulties in modifying bookings. Instances of billing discrepancies and perceived bait-and-switch tactics have contributed to a growing sentiment of frustration among users. While some customers report positive interactions with staff, the overall trend indicates a need for improved communication and reliability to enhance customer trust and satisfaction.
This summary is generated by AI, based on text from customer reviews
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My booking never got completed because my credit card blocked the transactions and travel up.Notified me that they would still charge a booking fee because I decided to cancel it based on my credit card suspecting suspicious activity. I am not happy with this outcome and I have lodged a formal complaint and will report it to the Better Business Bureau due to the fact that no booking was ever made for me and they still wanted to charge a booking fee.
It took to much time to do what I wanted to do. It was like a sloth in slow motion.Also the site kept blowing me out & I had to repeat answers 6 times to complete my task.
Good afternoon, Elizabeth.
Thank you for taking the time to share your experience with us.
We’re sorry to hear that using our mobile platform was slower than expected and that you encountered repeated issues while trying to complete your task.
At TravelUp, we strive to make the booking process as smooth and user-friendly as possible across all devices, so it’s disappointing to learn that your experience didn’t reflect that. We understand how frustrating it can be when a site doesn’t perform as expected, especially when you're trying to make important travel arrangements.
We appreciate your feedback and will pass it along to our technical team to investigate the performance issues and improve the mobile experience. Your input helps us identify areas where we can do better, and we’re committed to making those improvements.
If you’re still experiencing any issues or need assistance with a booking, please don’t hesitate to reach out to our support team at [email protected] — we’ll be happy to help.
Thank you again for your feedback, and we hope to have the opportunity to provide you with a smoother experience in the future.
Warm regards,
TravelUp.
I booked a trip to Arizona from Massachusetts on August 12th. Due to circumstances beyond my control I was able to cancel my flight and vehicle through Priceline. However, when I contacted Travel up to cancel I was sent an email saying that they would still be charging me $192.00 for canceling. At this point I have sent in very negative reviews to the Better Business Bureau and Trip Advisor. I am also sending the information to the Attorney Generals office here in MA
Good afternoon, Keith.
Thank you for reaching out to us about your booking.
Please accept our apologies for the unprofessionalism you have received from our team. This is not how we conduct business at TravelUp, and further investigations will be carried out regarding this experience.
Please share more at - [email protected] along with your booking reference number so that we can follow this up internally.
Regards,
TravelUp
First time using the site and will probably use it again in the future
Good afternoon, Suzanne.
Thank you so much for your kind review and for giving TravelUp a try!
We’re thrilled to hear that your first experience with us was a positive one. It’s great to know that everything went smoothly and that you’re considering using our service again in the future. That means a lot to us!
Our team works hard to make travel planning simple, reliable, and rewarding, and your feedback reassures us that we’re on the right track. Whether it’s your next hotel stay, flight, or full itinerary, we’ll be here to help make it easy and stress-free.
Thanks again for choosing TravelUp—we look forward to welcoming you back soon!
Warm regards,
TravelUp.
Very user friendly for a first time user and would recommend
Good afternoon, Darlene.
Thank you so much for your wonderful 5-star review!
We're absolutely delighted to hear that you found our platform very user-friendly, especially as a first-time user. Making travel planning smooth and stress-free is exactly what we aim for, and it's incredibly rewarding to know we’ve met that goal for you.
Your recommendation means a lot to us—it’s one of the highest compliments we can receive. Whether you're booking a quick getaway or planning a big adventure, we're here to support you every step of the way with a simple, reliable, and efficient booking experience.
If you ever need assistance or have any feedback to help us improve even further, please don’t hesitate to reach out. We look forward to helping you with your future travel plans!
Warm regards,
TravelUp.
Getting a refund is very difficult. It has to be done online with no interaction with a customer service rep. When I finally did get to speak to one he directed me back online and said that is the only way it is done. I had to send an email and WAIT for a response. By the way, they are an overseas booking agent that uses third party suppliers! Best to avoid if you plan on making any changes to your reservations. In all fairness, if I did not need to make any changes I suppose everything would have been fine,,,, just don't expect a lot of cooperation if you need to make changes or cancel.
Good afternoon, Stephen.
Thank you for taking the time to share your experience, and we’re truly sorry to hear about the difficulties you faced while trying to request a refund.
We understand how frustrating it can be when you're seeking assistance and feel that the process lacks personal interaction. While our refund process is designed to be handled online for efficiency and documentation purposes, we recognize that this can feel impersonal—especially when you're looking for direct support. We're sorry that your interaction with our customer service team did not meet your expectations, and we appreciate you bringing this to our attention.
Regarding your booking, we’d like to clarify that TravelUp operates as a global travel agency working with third-party suppliers. This allows us to offer competitive rates, but it also means that refunds and changes are subject to the terms and conditions set by those suppliers. In many cases, these policies are strict and limit our ability to make exceptions.
That said, we always aim to support our customers as best we can within those constraints. Your feedback is incredibly valuable, and we’ll use it to improve both our communication and the clarity of our processes moving forward.
If you’d like us to take another look at your case, please feel free to reach out to us directly. We’re here to help in any way we can.
Sincerely,
TravelUp.
I can't access my reservation to modify or cancel. Customer service attempted to support but it's been unsuccessful.
Good afternoon, Katie.
Thank you for taking the time to share your feedback, and we’re truly sorry to hear about the difficulties you've experienced in accessing your reservation and modifying or cancelling it. We understand how frustrating this must be, especially when customer service support hasn’t resolved the issue yet.
We’ve reviewed your case and can confirm that it is currently under observation by our Hotels Team, who are actively investigating the matter. One of our representatives will be in touch with you as soon as possible with an update or resolution.
In the meantime, we kindly ask for your patience while the team completes their review. We’re committed to ensuring this is resolved for you as quickly and smoothly as possible.
Thank you again for bringing this to our attention.
Kind regards,
TravelUp.
I recently attempted to book a hotel through this company's website and was met with repeated error messages telling me to "try again later." After multiple unsuccessful attempts, I gave up and booked with another provider. Imagine my shock when I later discovered two charges to my bank account for reservations I was explicitly told had not gone through—followed by two separate confirmation emails for the exact same booking. When I called to resolve the issue, I was repeatedly interrupted while trying to explain the situation. Once I finally managed to get the full story out, I was told, almost dismissively, that "it must have gone through" and that they could cancel one of the duplicate bookings. While that may have been acceptable under other circumstances, it was irrelevant in my case because I had already made other arrangements due to their own system telling me the booking failed. What followed was absurd: I was informed that I would still be charged the full amount for one of the bookings—despite it being less than 48 hours after the error occurred—because it was "more than 24 hours" after booking. This policy is nonsensical in a case where I had no reason to believe I even had a reservation to cancel in the first place. To add insult to injury, the representative's tone was unnecessarily rude, and I was told the only way to receive any reimbursement would be to put in writing that I only wanted to be refunded for one booking. If I wanted a refund for both, I would get nothing. In other words, I had to choose between explicitly waiving part of what I was owed or forfeiting all of it. This is not just poor customer service—it's a complete disregard for fairness, transparency, and basic respect for customers. The combination of a broken booking system, a refusal to take responsibility, and an inflexible, illogical refund policy ensures that I will never use this company again.
Good afternoon, Jessica.
We’re truly sorry to hear about your experience and the frustration caused by the booking errors and the handling of your case. Please accept our sincere apologies for the inconvenience and the unprofessionalism you encountered—this is not how we conduct business at TravelUp, and we take your feedback very seriously.
We understand how upsetting it must have been to receive duplicate charges and confirmation emails after being told the booking had failed. We also regret that your interaction with our customer service team did not meet the standards of respect and support that every customer deserves.
To help us investigate this further and work toward a resolution, we kindly ask you to email [email protected] with your booking reference number and a brief summary of the issue. Our team will follow this up internally and ensure your case is reviewed thoroughly.
Thank you for bringing this to our attention, and again, we’re very sorry for the trouble caused.
Kind regards,
TravelUp.
My name is spelled wrong and I can't get logged in to edit. I don't want to cancel. 😡
Good afternoon, Mariam,
We’re very sorry to hear about the trouble you've experienced with your reservation and the frustration caused by the incorrect name and login issues.
We completely understand how upsetting this situation must be, and we sincerely apologise for the inconvenience.
We’ve checked your case and can confirm that a representative from our Hotels Team has already forwarded your name change request to our supplier. The team is currently awaiting a response, and we kindly ask for your patience during this process. Rest assured, one of our representatives will be in touch with you as soon as we receive an update.
Thank you for bringing this to our attention, and again, we’re sorry for the disruption this has caused.
Kind regards,
TravelUp.
Booked and then cancelled and found it simple but would prefer a cancel option from online booking management not having to email.
Good afternoon, Peter.
Thank you so much for your 5-star review!
We're really pleased to hear that you found the booking and cancellation process simple and straightforward—that’s exactly the kind of experience we strive to provide for all our customers.
We also appreciate your constructive feedback regarding the cancellation process. You're absolutely right—having the option to cancel directly through the online booking management system would make things even more convenient. Your suggestion has been noted and will be shared with our development team as we continue working to improve our platform and make it as user-friendly and efficient as possible.
Thanks again for choosing TravelUp and for taking the time to share your experience. We hope to welcome you back for your next trip!
Warm regards,
TravelUp.
Bad experience. When I got to the hotel there was some issues with the payment, even though the payment was debited from my account, so I had to wait until the hotel call them and fix the issue.
Good evening, Wilber,
Thank you for taking the time to share your experience, and we’re truly sorry to hear about the inconvenience you faced upon arrival at your hotel.
We completely understand how frustrating and stressful it must have been to deal with a payment issue after a long journey. At TravelUp, we want every customer to enjoy a seamless and worry-free stay, and it’s disappointing to hear that this wasn’t the case for you.
After reviewing your booking, we can confirm that everything appeared to be in order on our end, and the reservation was fully confirmed and paid for. That said, we recognise that even isolated incidents like this can cause unnecessary disruption, and we sincerely apologise for the delay and confusion you experienced while the hotel resolved the matter.
Your feedback is incredibly important to us, and we’ll be using it to further improve our communication with hotel partners to help prevent similar issues in the future. If you’d like us to look into this further or assist you directly, please don’t hesitate to reach out to our customer support team with your booking reference.
Thank you again for bringing this to our attention, and we hope to have the opportunity to restore your confidence in our service on a future trip.
Warm regards,
TravelUp.
Good evening, Diane,
Thank you so much for your 5-star review!
We’re thrilled to hear that you found our pricing great and that your overall experience was a positive one. It’s always our goal to offer excellent value while making the booking process as smooth as possible.
We also appreciate your feedback regarding the voucher printing process. We understand how important it is for every step to be clear and hassle-free, and we’ll certainly take your comments on board as we continue to improve our user experience.
Thanks again for choosing TravelUp—we look forward to helping you with your next trip!
Warm regards,
TravelUp.
Very easy to navigate. Somewhat intuitive. Complete service
Good morning, Carmen.
Thank you so much for your fantastic 5-star review! 🌟
We're thrilled to hear that you found our platform easy to navigate and intuitive — that's exactly what we aim for. At TravelUp, we believe that planning your travel should be as seamless and stress-free as the journey itself, so it's incredibly rewarding to know that our service delivered just that for you.
Your mention of our “complete service” means a lot to us. We work hard to provide everything you need — from flights and hotels to car hire and travel extras — all in one place, so you can focus on enjoying your trip.
If there's anything more we can do to make your next booking even smoother, please don’t hesitate to reach out. We look forward to helping you plan your next adventure!
Warm regards,
TravelUp.
Travel up had good selection of hotels, not good on flights. Wouldn't accept my credit card, had to use PayPal.
Good evening, Brenn,
Thank you for taking the time to share your feedback with us.
We’re really glad to hear that you found our hotel selection to be strong and that you were able to find what you needed. Offering a wide range of quality accommodation options is something we take pride in, so it’s great to know that part of your experience met expectations.
We’re sorry, however, to hear about the difficulties you encountered when trying to pay with your credit card. We understand how frustrating that can be, especially when you're ready to confirm your booking. While we’re pleased that PayPal provided a successful alternative, we appreciate you bringing this issue to our attention. We’re currently reviewing our payment systems to ensure they are as smooth and reliable as possible for all users.
Your feedback is incredibly valuable and helps us improve both our platform and customer experience. We hope to have the opportunity to serve you again and provide a more seamless booking process next time.
Warm regards,
TravelUp.
The booking was simple and a good price. When I needed to cancel to change resorts I received the refund qickly
Good afternoon, Dianne.
Thank you so much for your kind review and for choosing TravelUp!
We’re delighted to hear that your hotel booking experience was smooth and that you were able to secure a great discount. Making travel affordable and hassle-free is exactly what we aim for, and it’s wonderful to know we delivered that for you.
We also appreciate your feedback regarding the cancellation and refund process. We’re glad to hear that your refund was processed quickly when you needed to change resorts. While many of our discounted deals come with specific terms, we always strive to make the cancellation process as clear and efficient as possible.
Your comments help us continue improving our service, and we’re grateful for your trust. We look forward to helping you with your next trip!
Warm regards,
TravelUp.
Easy and I ike that I can copy everything to give my daugheter her reservation too...
Good evening, Hayward,
Thank you so much for your 5-star review!
We’re delighted to hear that you found the booking process easy and especially appreciated the ability to copy and share reservation details with your daughter. We know how important it is to keep travel plans organised and accessible—especially when coordinating with family—so we’re really glad that feature worked well for you.
Your feedback means a lot to us, and we’re always looking for ways to make the experience even smoother. If there’s anything else we can do to improve or assist with future bookings, we’d love to hear from you.
Looking forward to helping you with your next trip!
Warm regards,
TravelUp.
I had to restart multiple times as I was timed out with a rate no longer applies, even though it was the same rate every time I restarted.
Good morning, Larry.
Thank you for taking the time to share your experience with us. We're really sorry to hear that you encountered repeated timeouts during your booking process — we completely understand how frustrating that must have been, especially when the rate appeared unchanged.
We truly appreciate your patience and want to assure you that this isn’t the experience we aim to provide. Our goal is to make booking travel as smooth and reliable as possible, and it’s clear we fell short in this instance.
We’ve flagged this issue to our IT team, who will be investigating it thoroughly to ensure it doesn’t happen again. Your feedback is incredibly valuable in helping us improve our platform and service.
If you’re still looking to book or need any assistance, please don’t hesitate to reach out to our support team — we’d be happy to help you directly and ensure everything goes smoothly.
Thanks again for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.
Warm regards,
TravelUp.
The booking was easy and options were clearly stated- they also offered the best prices
Good evening, Ima.
Thank you so much for your 5-star review!
We’re thrilled to hear that you found the booking process easy and appreciated the clarity of the options available. It’s also fantastic to know that our prices stood out to you—we work hard to offer competitive rates without compromising on quality or convenience.
Your feedback is incredibly valuable, and we’re so pleased we could help make your travel planning smooth and affordable. We look forward to assisting you again on your next journey!
Warm regards,
TravelUp.
It is not the best experience I have had and I do not wish to retain your services in the future. Your website does not provide accurate information in terms of currency.
Good evening, Amarnath,
Thank you for taking the time to share your feedback, and we’re truly sorry to hear that your experience did not meet expectations.
We sincerely apologise for the confusion and inconvenience caused by the currency information on our website. We understand how important it is for pricing and payment details to be clear and accurate, and we’re sorry this impacted your trust in our service.
At TravelUp, we strive to provide a seamless and transparent booking experience for all our customers. Situations like this are not what we want anyone to go through. We’ve reviewed your booking and, from our side, everything appears to have been processed correctly. However, we take your concerns seriously and would appreciate it if you could share more details about the issue you encountered—such as where the currency discrepancy appeared or how it affected your booking—so we can investigate further and improve our systems.
Your feedback is invaluable in helping us enhance our service, and we hope you’ll consider giving us another opportunity in the future to provide the experience you deserve.
Warm regards,
TravelUp.
Tried to get help with my booking due to a medical issue and was shocked by how rude the customer service was. The agent, Sam, showed zero empathy, kept repeating how many times I called, and even hung up on me. I'm already under stress and losing money, and this treatment made it worse. Very disappointed – I hope others aren't treated the same way.
Good evening, Vikash,
We’re truly sorry to hear about your recent experience and the distress it caused during an already difficult time.
At TravelUp, we pride ourselves on delivering respectful, compassionate, and professional customer service—especially when our customers are facing personal challenges. What you’ve described does not reflect the standards we hold ourselves to, and we sincerely apologize for the way you were treated.
We want to assure you that we take this matter very seriously. We do not tolerate rudeness or a lack of empathy from any member of our team. We’re especially concerned to hear that your call was ended abruptly and that your concerns were not handled with the care they deserved.
To help us investigate this incident thoroughly and take the necessary steps internally, we kindly ask that you email us at [email protected] with your booking reference and any additional details you can provide. Your feedback is incredibly important, and we want to ensure this situation is addressed appropriately.
Once again, we’re very sorry for the experience you had and the added stress it caused. We appreciate you bringing this to our attention and hope to have the opportunity to make things right.
Warm regards,
TravelUp.
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Good evening, Cheri.
Thank you for sharing your feedback, and we sincerely apologise for the frustration and disappointment you've experienced.
At TravelUp, we aim to provide a smooth and transparent booking experience, and it’s unfortunate to hear that your situation did not reflect that. We understand how concerning it must have been to face a blocked transaction and still be notified of a booking fee.
After reviewing your case, we can confirm that your reservation was successfully confirmed and the payment was processed. The booking fee is only charged once a transaction is completed, which indicates that the payment did go through. As per the terms and conditions agreed upon at the time of booking, the booking fee is non-refundable regardless of whether the cancellation is voluntary or involuntary.
We understand this may not be the outcome you were hoping for, and we truly empathise with your frustration. However, as these terms are standard and apply equally to all customers, we are unable to waive the fee in this instance.
You are, of course, entitled to escalate this matter to a third party, and we respect your decision to do so. We remain available should you wish to provide further details or require any documentation to support your case.
Thank you again for bringing this to our attention.
Kind regards,
TravelUp.