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From the business
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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Everything worked and customer support was always there for me
The lack of customer service did not let me cancel the booking right away. It was a mistake (I travel solo, and the reservation was for 3 BR?!). However, the email response I received from Australia a day later (different time zone). It was polite but did not change the fact that I clicked the button accidentally and realized immediately that I am stuck on a remote Atlantic Island with that has no available hotels on my travel days, and my booking company does not have any phone Customer Service (CS). This was a disaster. Clicking NYC phone number /CS prompts while trying to cancel my erroneous reservation returned "unavailable" message. I clicked a variety of prompts in my attempt to get someone. It took a few hours until I stopped calling that number and found an email that politely answered the next day. I am trying to cancel - the credit company was notified a few seconds after I clicked 'payment' and after I received no customer service to reverse a mistaken reservation. People make mistakes and CS must be there to help - that is what I understand as a good company. I am traveling for work and pleasure all year round, and I expect CS to help in an unusual situation. I do not remember a travel middleman company that wants me to use them in the future that refuses to look into the situation and factor in my first attempt at using their service, while knowing fully well that their phone service does not exist. I do not feel comfortable being on a remote island w/o any hotel availability and the booking enterprise (TravelUp) providing no emergency phone communication. Very sad!
Good afternoon,
Thank you for notifying your concern to us. We profusely apologize for the inconvenience caused you. Your feedback is hugely important to us. We have made a note of your feedback and shall share this with our designated team hereafter.
The deals you check and find on our website are booked substantially without any intervention of our manual team towards your booking. Thus, the sole responsibility lies under your complete discretion to double check the details before you confirm the booking on our website as the tickets are non-refundable and non-cancellable regrettably.
We completely disagree with your statement. Since we do not assist our customers misleadingly. Our dedicated customer service team is always readily available to help and guide you. However, they are unable to remove the mistake in the booking since the guidelines of the booking or fare rules of the ticket remain completely unchanged by the airline and they blatantly decline our requests on such mistakes.
However, if you are looking to discuss things further, we request you to kindly get in touch with our team on 0118 955 6400 or 0203 771 3074, readily available to help and guide you or alternatively, email us your concern at [email protected].
Team Customer Relations.
The cost for the airlines was great. What airline I would be on was not transparent. I am flying on United, not Lufthansa. That was a real bait and switch. So sorry I used this site.
Good afternoon,
Thank you for sharing your feedback. You have been booked with Lufthansa operated by United Airlines primarily. This apart, if you find any difficulty of challenge in getting through the booking, we request you to kindly email us your concern at [email protected].
Team Customer Relations.
Details about room were not clear enough. Missing as well some pictures about the rooms.
Good afternoon,
Thank you for sharing your feedback. If you find any difficulty or challenge in getting through the booking, we request you to kindly email us your concern at [email protected].
Team Customer Relations.
Easy experience, no issues to say the least. Was very stress free and clearly understandable.
Good afternoon,
Thank you for getting back to us with such splendid feedback as your words make it more meaningful for us to serve you the best ceaselessly.
Team Customer Relations.
Worst ever
After that I have booked hotel and paid the full amount, they contact me and told me there's extra fees due to your nationality
Good afternoon,
Thank you for notifying your concern to us. We profusely apologize for the inconvenience caused you. Your feedback is hugely important to us. We have made a note of your feedback and shall share this with our designated team hereafter.
We completely disagree with your statement. Since we do not assist our customers misleadingly.
However, if you are looking to discuss things further, we request you to kindly get in touch with our team on 0118 955 6400 or 0203 771 3074, readily available to help and guide you or alternatively, email us your concern at [email protected].
Team Customer Relations.
I have booked via travel up for BA.
BA has cancelled their flight and their new arrangements is no way feasible. So I have asked a refund via travel up and they say non refundable. We didn't cancel the flight.
The customer service person called Asif Khan said this is non refundable. I don't think he understands what does it mean. This company is a thief. Can't refund for the tickets that was cancelled by the airline?
Please avoid this company. Nothing but a whole group of thief just to take your money.
Good afternoon,
We are sorry to hear and apologize that we weren’t able to provide you with the service experience you were looking for.
We will be sure to pass your feedback on, and we’ll work on improving our customer service in order to meet your expectations in the future.
Thank you for taking the time out of your day to leave us a review!
Regards,
Travel Up
SCAM company who are taking bookings that they do not have. I booked a hotel from them through Trivago so i thought it would be ok. Rang the hotel and they said that they dont have any bookings for me and that they havent even got any rooms for that date anyway.
Good morning,
Thank you for notifying your concern to us. We profusely apologize for the inconvenience caused you. Your feedback is hugely important to us. We have made a note of your feedback and shall share this with our designated team.
We completely disagree with your statement. Since the above-mentioned feedback seems to be for Trivago, a different company.
However, if you are looking to discuss things further, we request you to kindly get in touch with our team on 0118 955 6400 or 0203 771 3074, readily available to help and guide you or alternatively, email us your concern at [email protected].
Team Customer Relations.
Very easy reservation booking and pleasant stay. The hotel was under construction which created a slight inconvenience an alarm for Presidents' Day all in all.
Good morning,
Thank you for your pleasant feedback, this adds more value to our service.
Team Customer Relations.
Good service and booked my hotel fast. Looked at reviews for travelup and was a little worried but called the hotel to make sure it wasn't a scam and my hotel was booked properly
Good morning,
Thank you for your wonderful review and 5* ratings. We appreciate your business with us and look forward to assisting you soon.
Team Customer Relations.
Great everything went nice and smooth! Thanks so much will use u guys in the future
Good morning
Thank you for your wonderful comments & 5* ratings. We appreciate your business with us and look forward to assisting you soon.
Team Customer Relations.
So far so good.
Question. Will you send out a "heads up" message prior to billing the balance?
Good morning,
Thank you for writing this nice feedback. We feel privileged to be serving you for all your travel needs with us.
If you have further query or concern, we request you to kindly email us your concern at [email protected].
Team Customer Relations.
Good morning,
Thank you for your 5* review and comments, we are glad to know that you liked our online booking procedure and found it easy.
Please visit our website again for the most amazing deals.
Team Customer Service.
This is my first time going through. Travel up. It sure will not be my last time! Last minute reservation. But I will have a nice place to stay. Also at very good price. Thank You!
Good morning,
Thank you for this fantastic feedback. We strive to repeat such experiences for you in the future.
Team Customer Relations.
Booked a flight with 2 friends for August with each person's cost over £900, unfortunately I just lost someone and unfortunately wouldn't be able to make the trip. Called TravelUp and tried explaining and no empathy whatsoever telling me I could only get £57 OUT OF £900 if i wanted a refund or re-schedule a flight BETWEEN NOW AND THE TRAVEL DATE (BURIAL BEING TRAVEL DATE - HOW CAN I BE POSSIBLY THINKING OF WHERE TO TRAVEL TO AT THE MOMENT WITH WHAT HAS JUST HAPPENED). Tried explaining I wasn't in the right mental space to be thinking of where to go to at the moment with what just happened. But no they (Eddie) wasn't interested and started speaking flippantly and making smirking sounds despite me not being rude in any way or even shouting. TERRIBLE TERRIBLE
Good morning,
Thank you for notifying your concern to us. We profusely apologize for the inconvenience caused you. Your feedback is hugely important to us. We have made a note of your feedback and shall share this with our designated team.
Our heartfelt condolences for the immeasurable loss of life, more power and strengths to you over such time.
Unfortunately, the fare rule of the booking stays unchanged by the airline and as a service provider, we require to adhere to the booking guidelines relevantly.
However, if you are looking to discuss things further, we request you to kindly get in touch with our team on 0118 955 6400 or 0203 771 3074, readily available to help and guide you or alternatively, email us your concern at [email protected].
Team Customer Relations.
Booking was easy, checking in was a challange; the payment had not been made to the hotel. After a phone call to the phone number on the website, we were able to get the representative to work with the other half to get the hotel the monies. About 20 minurtes and it was resolved.
Good morning,
Thank you for notifying your concern to us. We profusely apologize for the inconvenience caused you. Your feedback is hugely important to us. We have made a note of your feedback and shall share this with our designated team.
However, if you are looking to discuss things further, we request you to kindly get in touch with our team on 0118 955 6400 or 0203 771 3074, readily available to help and guide you or alternatively, email us your concern at [email protected].
Team Customer Relations.
Easy and smooth. No complications at all. Prices were great.
Good morning,
Thank you for your 5* review and we are glad to find out that you have had seamless online experience with us along with good prices.
We thank you for choosing us as your preferred travel partner.
Team Customer Relations.
Booking never got confirmed and got an email saying it was pending and they would contact the hotel to determine the status within 24hours. That didn't happen and I emailed and used the query on the web site, but no one has replied…
Good morning,
Thank you for notifying your concern to us. We profusely apologize for the inconvenience caused you. Your feedback is hugely important to us. We have made a note of your feedback and shall share this with our designated team.
We disagree with your statement as one of our team members has been in contact with you and has also informed you about the action taken for the refund.
However, if you are looking to discuss things further, we request you to kindly get in touch with our team on 0118 955 6400 or 0203 771 3074, readily available to help and guide you or alternatively, email us your concern at [email protected].
Team Customer Relations.
Bad experience on Travel up booking. I won't use your service again
Good morning,
Thank you for notifying your concern to us. We profusely apologize for the inconvenience caused you. Your feedback is hugely important to us. We have made a note of your feedback and shall share this with our designated team.
However, if you are looking to discuss things further, we request you to kindly get in touch with our team on 0118 955 6400 or 0203 771 3074, readily available to help and guide you or alternatively, email us your concern at [email protected].
Team Customer Relations.
I chose it because the price was affordable, but they canceled my reservation on the grounds that a different price policy was offered to non-ENGLISH in the facility. I wish he had told me at the beginning that the property has a country specific price and there is a distinction. They refunded my money, thank you.
Good morning,
Thank you for notifying your concern to us. We profusely apologize for the inconvenience caused you. Your feedback is hugely important to us. We have made a note of your feedback and shall share this with our designated team.
Since we abide by the norm and guidelines of the booking attached, therefore, we could not get this fixed and had to issue you the refund without a delay. We will definitely feel privileged in serving you for your future bookings hereafter.
However, if you are looking to discuss things further, we request you to kindly get in touch with our team on 0118 955 6400 or 0203 771 3074, readily available to help and guide you or alternatively, email us your concern at [email protected].
Team Customer Relations.
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
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- Suspicious reviews are flagged by our algorithms, moderators, and community members
Good afternoon,
Thank you for getting back to us with such splendid feedback as your words make it more meaningful for us to serve you the best ceaselessly.
Team Customer Relations.