TravelUpReviews 2,170

We booked with this company for a 3 night resort break in a location in spain. When confirming details with location was told it had closed and all purchasing companies had been told 2months previously.on returning to travel up with e mail and phone calls was told that they" hadnt heard". Thry told me they wrre liaising with other company and waiting for response but that as the break was soon there would be no refund and that as the resort had reallocated us elsewhere we were obliged to accept it. When getting back to the resort i was told we would have been given a full refund if the companys or sub company had contacted them. Which they hadnt by e mail or call as other companys had. What would we have done on arriving at our chosen destination to find it closed with no information on reallocation had i not done the contacting? I still await information re this from travel up. Despite contacting them 6days from arrival date.

I have contacted Travelup literally dozens of times. Lost count now. Managed to speak to them once. I couldn't even hear them so hopeless.

A BA flight that was in the quarantine zone in
Portugal. I always book direct with BA and will never make this mistake again. My friend was given two options three months ago for the same flight by BA. Refund or vouchers. Me, can't even get a reply.

Spoke to BA who said they had t received payment for the flight and they should at least give me a credit but as it's with a travel agency, they are responsible. No, still no response to any method of contact.

Companies will live or die by how they treat people. This company deserves to fail and as a business owner, I don't say that lightly.

Flights cancelled in May due to covid, filled out forms, chased repeatedly now waited 15 weeks and still no refund. The law says should be within 2 weeks, i appreciated covid would cause delay but this is unacceptable, said this to the Agent and he replied "if you dont like it, feel free to take legal action' unbelievable and shocking customer service, having used them many times before, will never touch them again, they want your money but take no ownership to help when things go wrong.

Sitejabber u should have the option to put zero stars for reviewing purposes. My experience with the company Travel Up was brutal. Booked a hotel thru them, hotel closed thru pandemic which is totally understandable. However Travel Up tried to swindle me out of my refund by asking me to cancel the booking which would have left me with not a leg to stand on as it was a non refundable booking if I made the cancellation. At this point I knew they were not a reputable company and initiated a chargeback. Took about 5months to win it but we stuck with it and won the chargeback. Guys my advice is don't waste too much time trying to get your money back via travel up directly GO THE CHARGEBACK route. Also there is a time limit for doing a chargeback from date of purchase so another reason to NOT delay. IMPORTANT -Even if travel up tell u you'll get your refund in my opinion its just a delay tactic used so the chargeback option is no longer an option for u! Guys suprise surprise travel up have reported my review on trustpilot &had it removed. Ironic don't ya think they've the resources & staff to report true reviews, but can't respond & refund customers directly!

STAY AWAY! An absolute nightmare to speak to anyone if you have problems. I have waited for hours on the phone, only to be cut off numerous times as soon as they answer.

I have emailed, tweeted and had an airline staff calling them to no avail.

Paid for extra leg room seats due to medical reasons only to be informed at the airport the seat size is the same as the others, and there was no reason to pay extra, the airline dont charge extra to select them seats. Ended up paying just under a £1000 at the airport for business class upgrade. That was one way!

It may well be an airline issue, but would expect the booking company to respond and or assist when they took the money and charged for a service.

Stay away, many other decent companies out there who will go out of their way to help.

Nothing worse then being on holiday and trying to call to discuss return arrangements.

I am leaving this negative review as i still havent been able to contact them

Planned our wedding in Aruba and decided to give TravelUp a shot. Placed a deposit in April 2020 for a September 2020 trip. In mid August we received word from the hotel wedding planner (not TravelUp, who had no idea) the hotel was closing until November 2020 due to pandemic and low visitor turnout.

TravelUp refuses to move our reservation to the sister hotel next door with an equivalent room unless we paid the $1100 difference. They also refused to refund a deposit for a service they could no longer deliver and were in breach of contract.

Disputes the charge with Visa, letting them sort it out. Horrible customer service from TravelUp. More like ScamUp.

I wish I could give them less than one star. Can't really say much positive about a company who spent 5 months ignoring every email and message I sent them and retrospectively altered their terms and conditions to include a cancellation refund fee of £50. After weeks of not hearing from them I applied for a chargeback from my bank. TravelUp then contacted my bank, informing them that I should have contact them (I had written 12 emails). They took 5 months to process a refund, always claiming that the money was with Emirates, who repeatedly refuted their claims. DO NOT BOOK WITH TRAVELUP. They've spent months ignoring customers emails, but a quick glance at TrustPilot shows they're reporting negative reviews. Such a disgraceful company.

Paid for a room for a hotel which is not even open, yet my payment was taken. Only found out the hotel was closed when I called to confirm check-in time. This company failed to inform me the hotel was closed, which means I could have made a wasted 6 hr journey. ‘Customer service' kept interrupting when I called and claimed I hadn't responded to an email offering a partial refund, to which I did respond. The email states that I have to claim the rest via travel insurance and that as a company they are experiencing hard times due to the pandemic?!? Managers are never available after having made 6 calls. This company lies and steals from customers and I urge anyone that is thinking of booking with this company to book elsewhere. Staff are incompetent, rude and make every attempt to fob you off with rubbish explanations. Shocked this company is allowed to operate. One star given as I cannot submit a review with zero. DO NOT BOOK WITH THIS COMPANY.

I have booked my tickets going to Pakistan in October 2020. I phoned them to ask to change the date due to coronavirus. There staff told me yes no problem please email as new dates and phone us, you need to pay us if any difference in fare and taxes. Email them and when I phoned them whole situation was changed. They start asking I will charge you £225 per person to change the date plus fare difference if any. I explained her about my last conversation with her colleague. She said that's our policy. Please don't don't use them. If they think I am wrong it's my phone no. *******2479

Appalling company - never again would I use them. BA cancelled our flights some weeks ago. Tried every way to contact Travelup - no way of getting though by phone. Emails ignored, their own contact forms ignored. Email direct to CEO ignored but then he is very busy trying to blame everyone else rather than sort his own miserable company out. Finally got to speak to someone after a forty minute wait, took all my details and the n said he would have to put me through to another department - after a ten minute wait on hold listening to the glowing adverts about how great this dismal company is guess what phone cut off. No one phoned me back - what a surprise. Started again today and I finally spoke to a real helpful person. He admitted that nothing had been done over the weeks I had emailed and sent contact forms.He emailed me back to confirm that at last Travelup have submitted a request to BA for a cash refund but don't expect anything for 4-6 weeks and please don't email back for 6 weeks! Add to this Travelup have now introduced retrospective changes to their T&Cs so that they can deduct a fee of £50 to cover admin costs.The worst customer service I have ever experienced.- NEVER AGAIN WILL I USE THIS COMPANY. One star only because I cant give lower grading

Due to the Covid19 Pandemic I had to cancel my reservation to Cancun for mid August to attend my son's wedding. I tried to call and was told to cancel via email.

I request the cancellation via email and thenreceived an email told me I would be charged $124.20, so I asked for a phone call to explain.

I then received another email as follows - copied and pasted verbatim:

Dear Rick,

Please note that your reservation has been cancelled as per the following policy:

* If you change or cancel your booking between 4/14/2020 12:00 AM and 8/5/2020 11:59 PM, you will be charged a fee of US$124.20
* If you change or cancel your booking after 8/6/2020 12:00 AM, you will be charged a fee of 100%

Many Thanks,

Chris Taylor
Hotel Consultant
TravelUp Group

I then replied to mention it would be good customer service to call a customer when they ask and not just quote policy in an email.

So far no response.

I will now dispute the charge with American Express.

Its sad when companies like this take advantage and gouge their clients during events beyond our control.

Never again will i use Travel Up...

Rick Bailey, Michigan

Very quick to take my money and initially all went well. But then they cancelled my flights and tried to change them to a different day and a different airport. I did not agree to the changes but they refused to refund me and would only offer me a voucher. Still waiting and fighting for a refund but they will not give me back my money even although the law says they must 5 months and still fighting. Please don't book with them for your sake... I don't want you to go through what I'm going through.