TravelUpReviews 2,170

I booked a flight in June for my daughter to go to Bali. With Covid 19 about, she was unable to travel. Tried calling them but you're unable to leave a message, so have emailed them several times but got no response. I've now filled out their Covid19 form for a refund request and surprise surprise, no confirmation email to say they've received the form. I would definitely avoid them, just based on their lack of customer service. It's not nice being left in the dark not knowing where you stand.

I have been waiting for my refund for more than three months now without any results. Four weeks ago they made me me believe that I would get my refund in 3-5 working days. Still no money on my account. I have spoken to several people from their stuff strictly online because their lines are always off or no one is reachable. I believe I am contacting always with the same person under different fake contact names. Fake company Fake staff. Avoid them at all costs!

If I could give 0, I would. Worst agent/company I've ever dealt with. No one should book with them. Given the unprecedented times of Covid-19, it is understandable that the whole travel industry is in disruption. But the way the company has failed their customers is undeniably outstanding. No communication regarding flights cancellation let alone refunds. Had to chase for more than 3 months with only 2 replies ever just to get my refund, which wasn't even full amount. Changed their T&Cs which isn't illegal but it should be agreed by both parties and be communicated, which they failed. I myself had to contact direct airlines on flight cancellation and refund status only to find it was fully refunded but nothing from Travel Up - not even A SINGLE PIP! With all the direct chase up with airlines and the stress they have caused, I wonder what I'm paying £50 to them for their so called non existent service, which I never received. In fact they should pay me instead for my troubles and my communication with direct Airlines and most importantly MY TIME. By not providing cancellation information they themselves have breached their T&Cs which they fail to acknowledge. DO NOT BUY TICKETS WITH THEM EVER, RUN AWAY! TOTAL SCAMMERS. DO NOT BELIEVE THE 5 star reviews

Until the COVID crisis, I have been extremely satisfied with the service and communication of TravelUp. However, our return flight to the UK was scheduled for 29th May We have had no communication from them, despite completing their online form as instructed. BA informed us several weeks ago that the flight was cancelled.
Obviously we need to reschedule a flight back to the UK and are not looking for a refund, but are unable to contact TravelUp as their lines are closed. We need some advice on timescales and options.
What has happened to the promise that bookings would be dealt with in order of departure?

We booked our massive holiday to go back to New Zealand and Australia in December of 2019 for May 2020 through travelup ( flying Emirates). We saved up ALL year for these very expensive flight tickets home. When the news broke of Covid, we emailed and emailed. 3 months have passed and not a single response to us. They have disconnected their phone lines and have pretty much robbed us- even though the big air companies have refunded them. We are so unhappy and are looking to take this further. If anyone can recommend how to do this? It's honestly the most shocking company I've ever experienced and this should NEVER be allowed to happen.

Booked British Airways flights through Travel Up, but unfortunately flights were cancelled. BA confirmed full refund sent to Travel Up, however, Travel Up will not give full refund. After weeks of no contact, I received one email saying the will take an admin fee. They updated their T&C's in February 2020 to enable them to take an admin fee (I booked December 2019), and therefore I am not legally contracted to new T&C's. They are illegally trying to give me a reduced refund and I am receiving no contact to discuss this. Awful customer service, not professional and worst of all they are abusing their customers rights. Worst company I have ever dealt with - here's to hoping I eventually get my refund back, safe to say I will never be using them again.

When it became obvious that we weren't going to be able to go on our vacation due to COVID-19, I contacted TravelUp (after too many attempts to count) to see what my options were since Antigua closed its hotels and borders. They tried very hard to convince me to cancel my non-refundable hotel reservation ($4200 USD) prior to the start date of the reservation. Which of course would legally leave me with nothing since I would be the one cancelling the reservation. Very unethical to even suggest that I cancel non-refundable reservations. I contacted my credit card company immediately and fought the charge. The charge was successfully reversed.

I received an email yesterday from TravelUp (2 months after I was supposed to travel), offering to refund 75% of the hotel charge. But first I would have to contact my credit card company and reverse the reversal of their charge. Then and only then would they furnish me with documentation for trip insurance, which I did not even purchase. I received 100% credit for the hotel bill from my credit card company. And you want me to reverse that so you can keep 25% ($1050 USD) of my money? You must be a special kind of idiot to think I'd take your offer.

They are very manipulative, and unfortunately, they've probably been able to swindle several people out of refunds for trips they were unable to take. I'm glad I stood my ground and didn't believe for a minute that they were acting in my best interest. They are a very unethical company. The worst of the worst.