TravelUpReviews 2,174

An utterly diabolical company. In an age pre-covid, 'Travel agents' like this raked in the cash as the middle man between the airline and the consumer but as soon as times get tough it is showing them for the scammers they really are and they actually had to show any sort of customer service skills, falling short doesn't begin to cover it. I have never been spoken to in such a rude way as I have when I call TravelUp, they consistently tell me I have the wrong information even though it is the information they have given me. Having booked none the wiser back in 2019 with the flight due to leave in March 2020 - I have still awaiting the full refund I am entitled too with no resolution in sight.

Don't go anywhere near this company.We are still waiting for a refund for over a year. Customer service is non existent. Save your money and go elsewhere!.

No option for 0.
Had a return flight cancelled due to Covid. They said it would be no problem, full refund. I have waited A YEAR for a refund for this flight after being told it would take 6 to 8 weeks. I allowed more time because of covid but come on! Been no contact from them apart from reply to an email TWO MONTHS later to say "keep waiting". When they finally contacted me, they offered me vouchers that I could get "immediately" or if I wanted cash I'd have to wait longer and pay a £50 admin fee! You can bet they'll never get any of my money ever again. Absolutely horrendous. Had to go to credit card company to sort. Will never, ever, use again and will tell everyone how shocking they are. No customer service, just excuses. Never answer phone. When I phoned British Airways they were always so lovely and helpful and answered their phone within reasonable time. They said if I'd booked direct they would have refunded me and they hear this all the time about Travel Up giving people the run around. Avoid at all costs!

I'd rather give 0 stars. The customer service is awful rude.
My return flight was cancelled by the airline and after 13 months still waiting for a refund from travelup and now after many emails that they have not answered they are telling me I will only receive £31 refund out of £145 that the qatarairways has been refunded to them ages ago. I am not happy at all with the way they are handling my case. SUB ZERO CUSTOMER SERVICE

I have been waiting for 8 months for a refund on a flight I booked through travel up. The customer service is APPALING! Numerous times your customer service teams have put the phone down on me or put me on hold never to return. I never received my e ticket and have not received any communication regarding my refund. I have a wedding to attend which I need to rebook flights for and it seems I am going to have to fund this out of my own pocket and right off the £600+ that I gave them for my BA flights last year. Disgusting! If I could give them no stars I would!

Disgusting customer service! Over 100 emails sent with not a single reply! Each time I call they hang up instantly if you mention refund!
My flight was cancelled over 6 months ago and not a single word from them! This company needs investigating fast as they are scamming customers!

This is a terrible company. They called me 12 hours before I'm supposed to check in to the hotel that the hotel is not taking reservations because of COVID and they are rebooking me. I had communicated with them about the reservation 2 weeks previously and there was no mention of any issue with the reservation. Beware and stay clear.

TRAVEL UP ARE A DISGRACE OF A COMPANY! DO NOT BOOK ANYTHING WITH THEM! If your booking is cancelled they do not contact you to make you aware of this, you then have to chase them for a refund. They then send you automated replies to say the refund has been processed and you will receive your refund within 3-5 working days, but guess what folks, its all lies! I had to contact them over and over for months and was getting nowhere until I went on social media to complain and then a human finally replied to tell me they had to process the refund manually. Why do you have a refund page set up that doesn't even work? The 'manual' refund finally arrived in my bank account after a week minus the ridiculous admin fee of £59! I am not willing to accept the £59 admin fee and will continue to complain about this until they refund this too. I have received several refunds from different companies for flights during this unfortunate time and not once did any of those companies charge an admin fee, I have always received my full refund amount back hassle free. I will never book with this company again and I strongly urge everyone reading this to do the same. I will make sure I leave bad reviews everywhere and I will tell everyone I know to never book with this company so as many people as possible hear what a disgrace Travel Up are! The following companies are also linked to Travel Up so I wouldn't book through any of these either if I was you:

Holiday Genie
Bravo Travel
Bookable Holidays
Magic Holidays

You should also stop writing fake positive reviews, its so obvious its from people linked to the company - total joke! I look forward to your reply Travel Up, can't wait to read it.

I booked March 2020 and was charged an admin fee illegally as I have my terms and conditions printed out which states FULL REFUND. - now at small claims court - travel up have ignored 40 plus emails I've sent them - go direct to the airline they will never get my money again

AVOID THEM AT ALL COSTS! Pay more if you have to, but do not buy through Travelup. They never provided a confirmation number beside the one saying you made a reservation with them. The hotel I booked with had no idea who I was and there was no way to prove I had paid for the room because TravelUp never gave me the real confirmation number. At this point, I have tried to reach their customer service 6 times and when I do get through they said to wait while they reached out to their suppliers and they would get back to me. Well, they never did. I am 2 days from my trip with no place to stay. I am currently waiting to speak to a customer service rep (I have been waiting for over an hour and this will be my third call in three days) to cancel it and get my money back so I can try to get a new hotel.

Airline cancelled my flight we been told for full refund but Travel up steals my money from refund and pay back less. Naver use them again

I applied for a refund on my flight which was cancelled by the airline due to Covid last May. I have contacted Travelup umpteen times and have suffered the agony of long wait times for the call to be answered, waiting on hold and the operator not coming back on, the operator hanging up... I was told during most recent call that my refund application had been rejected by the airline with no reason given. Travelup said they were unable to give me proof of this rejection when I asked for it to provide evidence to my credit card company. Avoid this company at all cost.

They keep £50 of you're money for cancelled flights customer service is appalling rude aragant staff
Thank god I only booked a flight through skyscanner
Book directly with the airline avoid these crooks

I spent $1800 through travel up for a hotel resort for my family. They sent a "voucher" to provide the hotel. The hotel had no clue what this voucher was and said to call and get a confirmation number from travel up. When you call them they speak horrible broken English (foreigners) and They eventually ignored me and stole my money. They are scammers. Get off your asses and work for your money instead of stealing from hard working people! Pathetic!

Booked a trip in January through Travel up. I get an email a week before the trip, after I'd already been charged, telling me that the hotel is not available. These jokers are scam artists!

Scammers. Travel up charged an extra £97 to rebook flights that were cancelled due to the Corona virus situation. They claimed it was tax which was a complete lie. I've asked for a formal receipt with a full breakdown of the flight costs but they refuse to give one.
Never again

We booked flights to Berlin last November via SkyScanner to TravelUp - NEVER AGAIN! After British Airways cancelled the flights, TravelUp did as much as they could to avoid giving me a refund, claiming that they would only refund when British Airways refunded them. After speaking to BA they explained they refunded agents very quickly after cancelling flights, within a week normally not the months I'd been waiting.

I had to resort to a chargeback with my credit card, but even then I had to deduct the "reasonable admin" fee of £50 from a £160 flight for the refund as per TravelUp's terms and conditions.

If there is any upside to Coronavirus, it will be TravelUp going out of business, as I certainly will never use them again, and would recommend no one else does either.

My flight was cancelled in May 2020 and I'm still waiting for a refund 10 months later with no comms.