TravelUpReviews 2,178

Very poor service. My flight was cancelled by Qatar Airways and Travelup want to charge me extra to get home so now 9 days after my cancelled flight I am stuck in South Africa unable to get back to the UK with no money and nowhere to stay just me and my case on the street. Thanks Travel****up!

I'm very disappointed with my experience. I searched every folder of my email to find a booking confirmation after booking a hotel, but couldn't find it anywhere.
Then, due to a family member with Covid, I had to cancel my reservation, but the Hotels department of Travel Up refused to issue a refund. The staff was belligerent with me, insisting that they had, in fact, sent confirmation (they did not) and demanding to see a family member's personal documents to prove their Covid test results (which I do not have access to and don't feel right asking for.)

The staff responses were absurdly evasive, for example, I asked for a 100% refund (meaning what I paid) and the staff person said they can't give a "100% refund" because they don't charge 100% of the hotel room's typical rate. Obviously, that's not what I was inferring. I just wanted what I paid back.

To support their refusal to issue a refund, the staff cited information that was by no means made clear when I made the booking. The front page of the site makes it seem like any Covid-related issues with a booking would be handled with a voucher and refund. This is absolutely not the case. The final correspondence said they couldn't refund me within 24 hours of the booking, which was NOT a contingency specified in the Covid-related refund information.

When I did not agree to share my family's personal medical information, the staff person sent me a rude, terse email telling me that they had canceled my booking and would not refund me. I expressed myself with civility, in identical tone to this review, which, while firm, by no means warrants the fact that they canceled my booking without a refund! I could have given the booking to someone else, but no.
TravelUp falsely represented themselves and refused to return my money. I see this as tantamount to stealing and I'm furious.

I had to pay a huge bill to call London and cancel my tickets. Most of that was due to the very long wait time. Then they charged me $95 to cancel even though I canceled within 15 hours of booking them. I will not be using them again.

I made a booking through them, but the hotel couldn't accommodate me, due to a mistake from their part. I asked for a refund. TravelUp informed me that they would intervene, as per their terms of service. After having received no refund, for more than 6 weeks, I wrote them back to ask for the results of their efforts. They told me that they were waiting for confirmation by their supplier. I asked them whether they were actively pursuing my issue (as they should be doing, if they were a responsible mediator), or if they had only made a doing quest to their supplier and were passively waiting ever since. I never received an answer as of yet (two weeks have passed).

That's the problem with small companies. If something goes wrong, they don't possess the necessary gravity (maybe even the intent) to act effectively for the protection of their customers. TravelUp is the epitome of such a company. If something goes wrong, you're in trouble. So it's better not to get involved with them at all.

Do NOT book through this website! I booked a hotel through this site for a vacation in Key West only to be charged $218 for resort fees by the hotel at checkout. My booking and purchase through Travel Up stated that the price included all taxes, resort fees, etc. When I told the hotel I had already paid for everything in full with Travel Up, they told me that Travel Up only sent them money for the room and nothing else. The hotel also told me that they had a huge issue during 2020 with Travel Up. Travel Up was canceling their customers' reservations without notice and not issuing refunds for the cancellations.

I have been emailing and calling Travel Up for days and can't get a hold of anyone in customer service. Will NEVER book through this site ever again!

So far, so good. Quick and concise responses. Helpful hints. Good advice. We'll re-evaluate back after we arrive.

I booked the Loews Sapphire Falls Resort at Universal Orlando for January of next year earlier today and after I reviewed a booking confirmation from them I booked my flights and finalized my trip. I just received an email from travelup saying saying "Unfortunately your requested hotel has failed to confirm with our supplier." Basically they revoked my booking and said I could now decide to get a Room Only Suite at that same holet for $1943. 83 at an additional cost of 928.83$. So with travelup you are in a one way contract. You can't cancel your trip without expense, but they can cancel yours on their end with no compensation. Of course my credit card has been charged so now I'm trying to get a refund. What a runaround. SNAKES

Travel Up really are horrendous at providing anything close to a customer service that is agreeable or respectful of the traveller. They have hidden administration fees that are questionable as the level of administration they offer is minimal as you are required to do all the chasing. Also the contradiction in messaging about the customers rights at every point leaves me unwilling to use their service at any stage. I hope this is helpful

There was an error on the date for my booking which I have requested a refund. I have not heard back from travelup.

The site is terrible when it comes to making a reservation for more than a single passenger. Further, I selected a British Airways flight for myself, fine. Went back to same search result to make a reservation for my wife, clicked on it and an American Airlines logo and flight came up. I did not know if it was the same flight or not... I called Travelup and the agent said it wasn't. So I needed to cancel the first flight so I could find one for both my wife and myself. I was told that would be $90. Your site is terrible! And your customer service is non-existent. You didn't even try to serve this customer.

This is by far the worst online travel company I have ever dealt with. Don't be fooled by their somewhat professional looking website - this is a very unprofessional company.
I had to make a simple flight date change from JFK to London and was told the difference in cost for the new (one way) flight would be £850! I searched online for flight prices and the same flight was found on many other sites for around £300! I sent an email confronting travelup of this, and I was then told I could use a voucher for the flights worth of my previously scheduled flight to rebook my new flight. I then spent many hours on the phone and requested many call backs - which were not honoured. I then sent many emails with several marked as urgent, requesting this voucher. I received no response to my requests for clarifications, nor the voucher itself. I even became ill as a result of the stress this company caused me due to having to spend so much time on the phone and emailing them to try get them to respond. They just ignored my emails and did not honour call backs. I spent hours and hours on hold on the phone, and even when I finally managed to get through to a representative on the phone, they said they would briefly put me on hold to put me through to the 'relevant department', they then either hang up on me or never transferred me to the right department as I was kept on the phone on hold again for ages! Needless to say they completely ruined my holiday as I spent so much time, stress and aggro trying to contact someone. By far the worst customer service ever I have experienced. I also still haven't received my voucher which I was told I would receive by a representative over the phone. I had to buy a brand new ticket. Needless to say, the integrity and honesty of this company is not very high.

My advice is to STAY AWAY from travelup if you want to have peace of mind on your holiday. This is an inept company with a pathetic customer service even when matters are urgent! Again, don't be fooled by their website. Their behaviour in my case at least, is in my opinion replete with breaches of Consumer credit act and sales of goods and services act legislation.

Very clear and separated information, nice spacing from the design

We were looking through various sites to find the best prices for the nicest resorts for our Mexico trip. Almost every site we looked at TravelIp was always one that had the best prices or near best. It wasn't hard to pick their package. The hardest part was trying to get six couples to agree where to stay

It wouldn't take my credit card, so I had to use my debit card. Also, I was trying to book at the Distinct Hotel and was lured into booking at a different resort. It was bait and switch. Now I am out 147 dollars.

I have just lost my flights due to travel up not being contactable to change the flights dates which were free to do with Singapore airlines. Couldnt do this direct with Singapore airlines as I had made the massive mistake in booking through these cowboys. So never again do not waste your money and time you will be let down!

Very easy to use and great experience. My experience was fast and easy.