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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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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.
This is the most dysfunctional set up I have ever been apart of. Email only correspondence and not remedy for a booking error on their site. Awful
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.
Bait and switch. Tried booking SLS and it booked me to a different kimpton hotel. Non refundable. They suck
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 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 reservation on the website.
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 called twice first time voice mail was full and couldn't leave a message. Second time got through to flight department and put me through to someone that couldn't wait to get off the phone. I paid a deposit and will loose that but still no email to confirm I have cancelled this booking. Poor service even though they confirmed they had received my email request.was planing to book other accommodation but won't be doing now.
Good evening,
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
E-tickets were not sent even after 72 hours from booking
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 are glad that one of our team members reached out to you and explained you as to how you could stay updated about the status of your existing booking.
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.
We booked a flight from Switzerland to London last May for our family of 6. The flight was booked through Travelup but was with British Airways and was to happen in August. In July, British Airways canceled the flight. We didn't rebook but instead went with a flight through a different airline. However, we have yet to receive our refund, which is over $500. I contacted Travelup several times and they always say it's British Airways fault. However, when I call BA, they say that Travelup hasn't yet requested a refund from them. Last I heard, Travelup said that they requested a refund on Jan. 17 and that it could take up to 12 weeks to process. We still have heard and received nothing. Feels pretty fraudulent to me and I would recommend avoiding!
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. As in any event of your flight cancellation, the last minute aircraft change, abrupt offloading of passenger or baggage, uninformed long and short stop overs, abrupt flight rescheduling, sudden route diversion, terminal change, technical snarls, service termination, denied boarding, lack of special assistance requested, unruly behavior of flight attendants, delay in flight operation, unexpected rudeness of crew members are all subject to be addressed and attended by the airline directly as such instances are all under the complete discretion of the designated airline.
We are not the primary point of contact for such concerns or the refund since the airline decides the termination of their operation due to safety related issues at times.
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 hard to get a live person on the phone. Holding greater than 20 minutes.
Good afternoon,
We’re sorry to hear that you were not able to get a return call after multiple requests.
We take your feedback very seriously and will pass it on to the relevant team and ensure that all of their agents are aware of the importance of returning calls in a timely manner.
If you would like, please feel free to reach out again at - [email protected] as you may experience a long hold on calling due to the high volume of calls.
We appreciate your taking the time to review our services and look forward to hearing from you again!
Once again, we apologize for the inconvenience caused.
Regards,
Travel Up
Easy to read, data was clearly labeled. The easy navigation and of the site and app was a gift.
Good afternoon,
We are glad to know you had an amazing experience booking with us. Thank you for sharing your valuable reviews about how you have received swift & seamless services.
We thank you for choosing us as your preferred travel partner.
Regards,
Team Customer Relations.
The site said I would only have to pay deposit today and charged me whole amount!
Good afternoon,
Thank you for sharing your concern and apology for any inconvenience caused. Please note, we create urgency in making the deposit, so you do not lose the fare as they are dynamic and high chance to be sold out as they are promotional fares. However, we will share your valuable feedback with the management.
Regards,
Travel Up
Please read this and be warned. If I could give this company a zero I would. Booking flights with them was easy, however that all changed when I had to cancel my trip. I was told - in writing via email - that I would get a full refund (minus £50 admin fee) within 6 weeks. 8 weeks later I contacted Travel Up again, they said they would chase the refund up for me. They then told me they had the refund and were going to transfer it to me. Then...nothing. I had to phone them yet again to find out what was happening and they said they couldn't transfer the refund after all and could offer me some vouchers instead (not even to the value of the flights)... I couldn't believe it! Ever since then I have contacted them over and over again, I have even tried to get in touch with the CEO but I am being blanked by the whole company. I have been advised by the Civil Aviation Authority to seek legal advice from the CAB which is my next step. Why oh why do I have to go through this? It's for £380 which is nothing to Travel Up but an awful lot of money for me and it is now 11 months that I have been trying to sort this out. The worst company ever. Ghosting your own customers in the hope they give up on their complaint is seriously concerning and is clearly their strategy which, in my view, is tantamount to theft. Avoid this company unless you know for sure that you will not need their help beyond buying flights through them.
Good afternoon,
We apologize for any inconvenience caused and sorry to hear that our team did not meet your expectations and that you felt we were not able to provide the level of service needed.
Your feedback is important to us, and we take all reviews seriously and will use this as an opportunity to improve our services in the future.
Thank you again for taking the time to share your experience with us!
Regards,
Travel Up
I had a great experience. Will definitely use them again
Good morning,
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.
Wonderful- best price of any sight! I search 4 other sights -
Good morning,
Thank you for this fantastic feedback. We strive to repeat such experiences for you in the future.
Team Customer Relations.
Everything was very simple and happy to say the hotel had my reservation...great
Good morning,
We’re so happy to hear you had a great experience at the property. Your review made our day! Our whole team works very hard to keep our customers happy, but we can only do it thanks to amazing customers like you.
Thanks again, and we hope to serve you again soon.
Regards,
Travel Up
PLEASE DONT USE THEM!Worst experience ever, I bough multiple tickets from them for my travel, which one of them we missed due to accident on the road, so I booked another flight for the final holiday destination (Hong Kong) from which we supposed to get to london, however when I try to check in online, the booking couldn't be found, so I contacted Cathay Pacific - which have told me that travel agent cancelled all tickets…. The tickets wasn't connecting, they where multiple tickets…. When I called them, crying asking for solution, they told me is my fault and I need to pay another 500pounds per tickets for completely new tickets, they have awful attitude and they don't care about customers at all. How they can cancel the ticket which has been fully paid? Is my business what I do with the seat, I'm there or not… I can by 20 seats in the airplane and not use them as long as I pay for them…. So basically my whole trip cost 1000 more due to this scammers.
Good morning,
Please accept our sincere apology for the inconvenience caused and we are sorry to hear the traffic due to road accident due to which you did not use the flight in the outwards journey. Please note, in the event if passengers do not board the flight, the system automatically cancels the remaining flights and we do not have any control on it. It is not done manually nor Travel Up engage in any wrong doing.
We regret to inform you that the ticket is nonrefundable as stated in the fare rule governed by the airlines. Hence, our only option would be to see if any unused taxes can be claimed.
We understand customer satisfaction is very important to us, but we have to follow the strict refund guidelines policy. If there’s anything more specific that happened, please let us know at - [email protected], so we can follow up internally.
We appreciate your understanding and apologize for the inconvenience caused.
Regards,
Travel Up
Terrible experience. I showed up at hotel with my wife and kids exhausted. The hotel said they had my reservation but the "virtual card" was not working for payment. I was told I needed to call TravelUp. The customer service person was terrible and dis not treat me friendly. They gave me no information and ended up hanging up on me after saying it will take 15 minutes to fix. I called again after 15 minutes and no fix. A second person was nicer but said it will take 15 minutes to fix. At this point I felt scammed. My family was driving me crazy and they were upset. We went to dinner and came back 2 hours later. Apparently it was resolved. The front deak told me they took care of it. I am relieved but am totally upset and annoyed. It was not good experience and poor customer service on all ends. Will not use ever again. Unless they want to give me an apology.
Good morning,
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 with the supplier and highlight the challenges with the virtual card not being functional. We request you to write to us at [email protected], so we can investigate and address your concern accordingly.
Regards,
Travel Up
I wish you accepted Discover cards. Good price for hotel room though.
Good morning,
Thank you for sharing your feedback. Please note, we do accept all types of cards and card transaction fee is also charges accordingly. We will share your feedback so our team can check regarding the certain cards not being accepted and we apologize for the inconvenience caused.
Regards,
Travel Up
Travel Up offered a significantly better price than the others for my hotel choice. All went well with my check-in and stay.
Good afternoon,
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.
Booked a hotel and got a Travel Up confirmation number. Called the hotel to ask a question about amenities but they didn't have any information about our reservation and did not recognise Travel Up's confirmation number. Called Travel Up's Customer Service number (in the US) and could not get the call to connect, finally got someone after trying for ages and was told it would take a day or two for the reservation number to show up at the hotel. Called the hotel today (four days after booking), still no reservation from Travel Up. Was supposed to get a follow-up email from Travel Up with the hotel confirmation, still waiting.
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 note of your feedback and shall share this with our designated team.
We are passing your details to details to our dedicated team and they will assist you appropriately 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.
A lot of people and industry wires are calling for Travelup going out of business. I can support those claims, I made a booking for a hotel room and paid $2159 upfront. When it was time to use the booking (April 21,2023) it had been cancelled. I have tried, but I am yet to receive a refund which clearly is not what a business in good standing would do. I would stay away from this company, don't get stranded on your vacation.
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 note of your feedback and shall share this with our designated team.
We are passing your details to our dedicated team and they will help you resolve your concern very soon.
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.
Timely responses and great price. It was a hassle free experience
Good morning,
We are happy to know that you have had a great online experience. And on top of this you have gained a great price.
We thank you for choosing us as your preferred travel partner.
Team Customer Relations.
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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.