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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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I booked and realized I booked the wrong dates. Emailed them to switch dates. Response I got back was I would have to pay the reservation in full and cancel. But the email confirmation I received after I booked my trip says I can modify/change dates. I responded to their email and still haven't received a response but the response needs to be I can change my dates without penalty as the email confirmations said.
I've sent two messages to customer service wanting an explanation of my room and why it wasn't booked the way I saw listed. No response!
Good evening, Richard.
Thank you for your feedback, and we sincerely apologise for the frustration you've experienced. We completely understand your concerns about not receiving a response and the confusion surrounding your booking.
We aim to provide the best possible service, and it’s disappointing to hear we didn’t meet your expectations in this instance.
Due to a higher volume of calls and inquiries, our response times have been impacted recently, but we can confirm that your case has now been resolved. We appreciate your patience during this time and understand how important timely communication is.
Should you have any further questions or need additional assistance, please don’t hesitate to reach out, and we will ensure it is addressed promptly.
Thank you for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.
Best regards,
TravelUp.
Easy and fast to resolve my problem, but to Brazilian the language it a little difficilt.
Good afternoon, Everson.
Thank you so much for your 5-star review!
We’re really glad to hear that your issue was resolved quickly and efficiently. Providing fast and reliable support is a top priority for us at TravelUp, and it’s great to know that our team was able to assist you effectively.
We also appreciate your feedback about the language barrier. We understand that travelling from different parts of the world can sometimes come with communication challenges, and we’re actively working to make our services more accessible and user-friendly for non-English speakers, including our valued Brazilian customers.
Thank you again for choosing TravelUp—we look forward to helping you with your future travel plans!
Warm regards,
TravelUp.
Easy booking process. Will def use again. Prices were excellent
Good afternoon, Walter.
Thank you so much for your amazing 5-star review!
We’re delighted to hear that you found the booking process easy and straightforward, and that our prices met your expectations. At TravelUp, we work hard to offer not only a smooth experience but also great value, so it’s fantastic to know we delivered on both.
It’s always rewarding to hear that a customer plans to use us again—your trust and satisfaction mean the world to us. We truly appreciate your support and look forward to helping you with your next adventure.
Thanks again for booking with TravelUp!
Warm regards,
TravelUp
I knew it was silly buying from a travel agency in the 21st century. They are an ineffective middle man who will make things far more complicated than they ever have to be.
Purchasing through their system caused a number of issues and by the time I checked out the flight had changed without it being made clear during the purchase process. Immediately after purchase I tried to manage my booking but they don't allow you to manage your flight online. I emailed them to change the flight got a reply later in the day saying that I had an hour to respond in order to change without fees. As I don't check my email that often I missed the boat and now they want to charge £400 for the change 25% of the ticket price.
Avoid the hassle buy directly from the airlines.
Good evening, Matheus.
Thank you for taking the time to share your feedback. We're genuinely sorry to hear about your experience and understand how frustrating this situation must have been for you.
We’ve reviewed your booking in detail and would like to clarify a few important points. The flight confirmation sent to you at the time of booking was generated by our automated system, which reflects the exact flight details selected by you during the purchase process. We can confirm that the itinerary ticketed matches the options you selected and agreed to at checkout, meaning there was no discrepancy or change introduced on our end.
Regarding your request to modify the booking, we sincerely regret the inconvenience caused by the limited time window for free changes. Unfortunately, the conditions for amending or cancelling a ticket are governed by the fare rules set by the airline, not TravelUp. These rules apply regardless of whether the booking is made through a travel agency or directly with the airline. In this case, the airline imposed a deadline for making changes without penalty, which we passed on to you as soon as we received your request.
We always aim to communicate these details clearly and promptly, but we understand that missing the email window added to your frustration. Your feedback has been shared with our team to see how we can improve communication around time-sensitive matters like these in the future.
We truly regret that your experience did not meet expectations and appreciate you giving us the opportunity to respond.
Kind regards,
TravelUp
Terrible. My reservation is not with the hotel and your support did not address any of my concerns or needs.
Good afternoon,
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
The booking was hassle free. Very easy to follow the instructions.
Good afternoon, Adrian.
Thank you for your wonderful review and for sharing your positive experience with TravelUp!
We’re delighted to hear that you found the booking process hassle-free and our instructions easy to follow.
Making travel planning as smooth and straightforward as possible is one of our top priorities, so it’s fantastic to know we achieved that for you. Your feedback reassures us that our efforts to simplify the booking experience are making a real difference.
We truly appreciate your support and look forward to assisting you with your future travel needs. Whether it’s a quick getaway or a once-in-a-lifetime trip, we’re here to help every step of the way.
Kind regards,
TravelUp
Very easy, great pricing. I received instant emails regarding the booking.
Good afternoon, Rob.
Thank you for taking the time to share your experience with TravelUp!
We’re delighted to hear that you found our booking process easy, our pricing great, and appreciated the instant email updates regarding your booking.
We completely understand your hesitation when trying a new company, especially after a previous experience with another agency. Your trust in us means the world, and we’re so glad that everything has been good so far. Rest assured, we’re committed to ensuring your trip goes smoothly, and our team is always here to assist should you have any further questions or concerns.
We’re thrilled to hear that you would consider using TravelUp again, and we look forward to helping you plan many more seamless trips in the future. Thank you for choosing us, and we hope your upcoming journey is nothing short of amazing!
Kind regards,
TravelUp
Easy and best price, I checked several other sites. This was for the same room.
I was not able to change the name on the overall booking or the name on the card, the website just automatically assumed that the first name on the booking was the one responsible for all of the other rooms and the one on the card!
Good evening,
Thank you for taking the time to share your feedback.
We sincerely apologise for the inconvenience and frustration you experienced while managing your booking. We understand how important it is to ensure all details are accurate and how this situation could have caused frustration.
After reviewing your reservation and conducting several tests on our website, we found no technical oversight. The website operates entirely based on the information provided by passengers at the time of booking. Before finalising the reservation, we sent you a booking confirmation to review and provide your consent, as we are not permitted to proceed without your approval.
Our records show that the names in the booking confirmation you approved match those on the final reservation. If there was an error in the provided details, declining the confirmation and contacting us would have allowed us to address the matter before finalisation.
That said, we can see that our Hotels Team has already forwarded this issue to the supplier on your behalf. We are actively following up and will get back to you as soon as we receive any updates.
We truly value your feedback and are committed to improving our services. Please do not hesitate to reach out if you have any further concerns.
Kind regards,
TravelUp.
I booked a flight with them at the start of August 2024, that flight was cancelled by the airline on 28th of August and I contacted them to get a refund. It is now January 2025 and I still haven't got my refund and haven't got any clear indication as to when I would be getting it.
First of all they are not refunding me the booking fee and admin fee which I think is very unfair because it wasn't my choice or in my hands that the flight got cancelled.
Also, I have been calling them and emailing them continuously throughout this 4 months and each time their answer is we're processing your refund.
Lastly, they clearly state that "Refunds are processed by us within 48 hours but can take 7-10 days to be returned to your account as these are subject to the timescales imposed by the card issuer." Which is completely false advertising.
And I know for sure that this is not the airline's fault because my sister was also booked on the same flight but through Lufthansa and they refunded her a week after it was cancelled.
I'd definitely advise against booking through them.
Good evening, Melika.
Thank you for sharing your feedback, and we sincerely apologise for the frustration and inconvenience you’ve experienced regarding your refund process. We understand how disappointing this situation has been, and we truly empathise with your concerns.
We would like to clarify that when you made your booking, you agreed to our terms and conditions. These terms explicitly state that regardless of whether a cancellation is voluntary or involuntary, an admin fee is required to process the refund, and the booking fee is non-refundable. While we understand your dissatisfaction with these charges, we are unfortunately bound by these terms, which apply uniformly to all bookings.
Regarding the delay in processing your refund, we regret to inform you that it is due to the airline's timeline for refunding canceled flights. Refunds are processed by airlines in the order they are received, and while we are actively following up, the pace of processing is beyond our control. It is important to note that different bookings and agents may experience varying timelines depending on the airline's process and workload.
Please rest assured that we are closely monitoring your refund request and will update you promptly once we receive the funds from the airline.
We value your feedback and will continue working to improve our services and communication. If you have further questions or concerns, please feel free to reach out.
Kind regards,
TravelUp
Your website doesn't work because it's in "maintenance", your support staff is completely unresponsive and unhelpful, and when I finally get a fed up with the experience, I'm charged a fee to cancel. Currently handling the situation via a dispute with my credit card to get a full refund
Good evening, Christopher.
Thank you for your feedback, and we sincerely apologise for the inconvenience and frustration you experienced.
We completely understand how this situation has impacted your overall experience with us.
Upon investigating your booking, we found that you contacted us regarding a date change to your reservation. Unfortunately, our website was undergoing maintenance at that time, which prevented you from making changes online. We truly regret any difficulty this caused.
Our representative provided you with the details of the cost involved in making the date change. As per your instructions, we proceeded with canceling the booking. However, we must reiterate that as stated in the terms and conditions agreed upon at the time of booking, any voluntary cancellation is subject to an admin fee in order to process the refund. Regrettably, this fee cannot be waived.
We are constantly striving to improve our processes and customer experience, and your feedback helps us identify areas that need attention. If you have any further questions, please don’t hesitate to reach out to us.
Kind regards,
TravelUp
Terrible so far, booked a resort through them over 24hrs ago, still no confirmation email even though site gave me a booking confirmation. I called and guy at help desk was rude. Currently over 24hrs later and I'm on hold trying to call again to find out why my booking still is not showing even though the charge showed on my account yesterday. E-mailed help desk twice so far no reply. Would never book through them again.
Good evening, Michelle.
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
Similar to other reviews I've read, TravelUp wat to charge the extortionate price of £459 to change my flight date due to an emergency at home. Looking on the airline website, a new ticket from them on the chosen travel date would be £338, so how can the charge to change be more than this? I know that TravelUp will respond that thay are following the airline policy and this is standard due to airline change ticket charge of £200 plus taxes and fees (how the taxes and fees are almost as much as a new flight is still a mystery to me) but this still doesn't add up to me. And the lack of empathy or slight willingness to help is astonishing. I would definitely never use this agent again and will book all future flight only trips direct with the carrier as there is no benefit at all using an agent it seems.
Good evening, Sara.
Thank you for sharing your feedback, and we sincerely apologise for the frustration caused by your experience.
We understand how distressing this situation must have been, especially given the emergency at home.
As you mentioned, the charges for changing a flight are determined by the airline’s policies, including their penalty fees and applicable taxes. These fees are entirely set by the airline and are beyond our control. If you have concerns about these charges, you are most welcome to confirm them directly with the airline for further clarification.
We strive to provide transparent information about all costs upfront and regret that this situation has left you dissatisfied. Your feedback is valuable, and we will continue working to improve our services.
Kind regards,
TravelUp
I found this site misleading. It seems designed to fool you into thinking you are booking directly.
Good evening,
Thank you for your feedback, and we sincerely apologise for any confusion caused.
We understand how frustrating this must be. However, we would like to clarify that on every page of our website, it is clearly indicated that you are booking through TravelUp, not directly with the hotel. Additionally, we ensure that the option to book with TravelUp is presented before finalising the reservation.
We apologise if this information wasn’t as clear as it should have been and, in all sincerity, we recommend having your vision checked, as we strive to present transparent details throughout the booking process.
We appreciate your comments and will continue to improve our service.
Kind regards,
TravelUp
The airline cancelled my flight 2 weeks before departure. This part was not TravelUp's fault, but the way they handled it couldn't possibly have been any worse.
Firstly, TravelUp did not notify me about the cancelled flight. Fortunately, I noticed it for myself when checking the airline's website. When I contacted TravelUp, the customer service was abysmal. They repeatedly failed to send me information that they had promised, and took days to respond to every email.
The only alternative flight they offered was completely unsuitable (it would have involved a 26 hour layover). There were plenty of more suitable flights available online (including with the same airlines), but TravelUp refused to book me onto any of them.
Because they couldn't book me onto a reasonable alternative flight, I asked for a refund. It took them exactly 5 weeks to issue the refund. They charged me a £50 "cash handling fee" and a £30 "booking fee", meaning they have stolen £80 from me and provided nothing in return. This is in addition to the approximately 8 hours that I have wasted trying to resolve this.
I am currently in the process of reclaiming the £80 through the courts, but this has been such a massive waste of time that I urge everybody to just book directly with the airline.
Good evening, Alistair.
Thank you for taking the time to share your experience, and we sincerely apologise for the frustration and inconvenience you have faced.
At TravelUp, we aim to ensure our customers enjoy a seamless experience, and we deeply regret that this situation fell short of those expectations.
While we empathise with your situation, we would like to clarify that flight cancellations or schedule changes are decisions made solely by the airline, over which we have no control. Similarly, the rebooking options we provide are based on the alternatives offered by the airline. Unfortunately, in this case, the options available were not suitable for you, leading to your decision to request a refund.
Regarding the charges, the terms and conditions you agreed to at the time of booking clearly state that, irrespective of whether a cancellation is voluntary or involuntary, an administrative fee applies to process the refund, and the booking fee is non-refundable. As these terms were accepted during your booking, we are contractually bound to uphold them.
We understand your frustration and regret that the resolution was not satisfactory. Of course, you are entitled to pursue this matter further as you see fit, and we respect your decision to do so.
Thank you for your feedback, which helps us improve our services.
Kind regards,
TravelUp
I had purchased 4 premium economy tickets from TravelUp and due to CrowdStrike IT outage missed my flights at the check in back in June/2024. BA issued another economy tickets for next day and refunded the taxi fares etc within 4 weeks.
Well, over 6 months now still no refund from TravelUp on the delta of the x4 premium economy vs economy tickets! Both TravelUp agent and BA have confirmed they have made the refund but accounting team in TravelUp just is not capable to process the refunds. I need to keep fighting them!
Further more excuse from Travelup for not paying for over 6 months, last email suggested refund issued on 12/jan now its 5/Jan/25 another 6 weeks later no refund are made, no refund invoice is issue.
AVOID!
Good evening, Abhi.
Thank you for sharing your experience, and we sincerely apologise for the frustration and inconvenience you have faced.
At TravelUp, we strive to provide a seamless service, and we deeply regret the delays in resolving your refund.
To ensure we can investigate your case thoroughly and expedite the resolution, we kindly request you to email us directly at [email protected] with your booking reference and any supporting documentation. This will allow us to track the status of your refund and address the issue with our accounting team promptly.
We understand how frustrating this has been for you, and we truly appreciate your patience while we work to resolve this matter.
Kind regards,
TravelUp
Easy to book and at a good discount. Hopefully it will be as smooth when i check in..
Good evening, Seta.
Thank you for sharing your positive experience with TravelUp!
We’re thrilled to hear that you found the booking process easy and were able to secure a great discount for your trip.
Our goal is to provide a seamless experience from the moment you book to the time you check in and beyond. Rest assured, we’re here to assist you every step of the way to ensure your travel is as smooth and enjoyable as possible.
Should you have any questions or need assistance before your trip, don’t hesitate to reach out to us. We truly appreciate your kind words and look forward to being a part of your travel plans in the future.
Wishing you a fantastic journey!
Kind regards,
TravelUp
Hello, how are you? I wanted to open a reservation for my reservation. When I arrived at the hotel, they couldn't find my reservation. After waiting a long time, I was surprised to be charged a resource fee (internet and other hotel services, in the amount of $52 per room. My reservation didn't say anything about this. By the way, they said that only Booking.com customers are exempt from the fee, meaning that I can no longer buy reservations with you. I will have to contact Booking.com.
Good evening, Andre.
Thank you for bringing this to our attention.
We sincerely apologise for the inconvenience you experienced during your hotel check-in. We understand how frustrating it must have been to face delays and unexpected charges, and we deeply regret any stress this may have caused.
At TravelUp, we strive to ensure all our customers have a seamless experience, and we take issues like this very seriously. While resort fees are often determined and charged directly by the hotel, we understand the importance of transparency and ensuring our customers are well-informed prior to their stay.
We would like to investigate your case thoroughly to understand why this fee was applied and why your reservation could not be located upon your arrival. We kindly ask you to email us at [email protected] with your booking details, including your reservation reference number and any supporting documentation. Our team will liaise with the supplier and the hotel on your behalf to resolve this matter promptly.
We value your feedback and want to assure you that we are committed to improving our service. Please allow us the opportunity to address this issue and regain your confidence in TravelUp.
Thank you for bringing this to our attention, and we hope to resolve this to your satisfaction.
Kind regards,
TravelUp
Quick and easy! Straight forward, easy to navigate and Travel up had the best deal!
Thumbs up.👍
Good evening, Tim.
Thank you so much for taking the time to share your wonderful feedback!
We’re thrilled to hear that you found the booking process quick and straightforward, and that our platform was easy to navigate. Making travel arrangements as seamless as possible for our customers is one of our top priorities, and your kind words reassure us that we’re on the right track.
We’re also delighted that you were able to secure the best deal for your trip with TravelUp. Offering competitive prices and great value is something we strive for, and it’s fantastic to know that we’ve met your expectations.
Your thumbs-up means a lot to us, and we’re committed to making sure your journey is just as smooth and enjoyable as the booking process. If there’s anything you need or any questions arise before your trip, please don’t hesitate to reach out to our team—we’re always here to help.
Thank you for choosing TravelUp, and we look forward to assisting you with your future travel plans!
Best wishes,
TravelUp
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
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Good evening, Mary.
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