TravelUpReviews 2,170

Please do not book with TravelUp.
When the Coronavirus hit and lockdown implemented I emailed to say I would need a full refund as I obviously could not cancel. I received an email back saying the booking has been cancelled less the 50% cancellation fee. I had to argue non-stop via email because the phone lines have never worked and they now say I am only entitled to 70% of my money back not all of it. They provided me with a vague and made up explanation that their supplier was not giving them a full refund. When I asked who the supplier is they ignored me and would not give me any proof of this. Please avoid this company!

These cowboys are a bunch of thieves who change the T&Cs as they go along. At first it was 50 quid thieving per booking (which Ali Shah publicly declared) but this has now gone up to 75 plus card fee (which is illegal) within days of his interview. Despite all the negative press and a v high profile FB group of 2k disgruntled customers, these thieves are not able to behave with an iota of honour. I hope they go bankrupt and Ali Shah is struck off from running a company. Shameless and greedy.

This company is appalling and has left me stranded abroad (still stranded abroad at time of writing this review!) with no contact for weeks. They closed down all communication points (email/phone/Facebook/Twitter) so contacting them was impossible. After complaining on Twitter With hashtags for weeks I finally received a message back in a DM. They are fully aware I've been stranded abroad for 2 months, yet I am now still being repeatedly ignored. Last contact received was over two weeks ago. Multiple emails sent back to them which are again repeatedly ignored. Two months of being stranded abroad and counting. This company does not give a flying flip about its customers. AVOID AVOID AVOID. They will take your money and run. Shame on them.

We were due to fly around the time the lockdowns started. We decided it was not worth it and we're afraid we would get stranded in New York which would have happened. I contacted travel up on 13/03 asking what our options were to not fly on 14/03... still no response. BA were offering flight vouchers so our friend who booked directly with them received hers weeks ago. I tried ringing at the time but of course that was impossible. They should have been contacting me as we were flying so soon after the announcement. I have tried contacting them numerous times but haven't been able to get a response yet they have the cheek to send me promotional emails. This was the 1st time I booked with travel up and it will certainly be the last. We are out £560 for a trip we couldn't take and received zero customer service. I can understand these are extraordinary circumstances but I have been ignored for 2 months now. Also travel up has emailed me about flight changes in advance and refused to use my correct name... instead referring to me as the male on the booking who was not the person who made the booking or whose name was in the email address. I would advise anyone thinking of using TravelUp to avoid it.

I know we are in the middle of a worldwide pandemic, something which we could never have imagined. BUT, if Travelup, had used a bit of common sense and decency towards their customers most of us would not be leaving reviews and researching this company. Who I now feel, have done absolutely nothing to address the disgusting customer service they have provided their customers. Just do the decent thing and begin your refunds.As You are affecting your future business. To be honest this is the second time I have used Travelup, everything went well the first time, but after this debacle never ever again.

I had my flights cancelled by the airline, I contacted travelup to confirm, and was told this was the case, I asked for a refund over the phone ( which took hours of trying to get through) and was told I was only able to have a credit note and had to re book a flight by end August 2020 and fly by Feb 2021, I was told over the phone that I had to agree to this and an e-mail would come whilst on the phone and I had to reply straight away, I was stressed and thought that was my only option, and so agreed. After a few days had passed, I was informed by social media and also checking my customer legal rights, I found out that actually I was entitled to a full refund, so I contacted Travelup, and since then they have been very evasive, and offering no help what so ever, I have even had to join a facebook page where over 1500 members are having similar problems with this company, I am still awaiting a result and my flight was 23rd March. I am an essential worker and work hard for my money, and I won't stop until I have recieved my refund in full as per my customer right, and so the battle goes on! I will never use a travel agent again for booking flights as they seem to be able to act illegally and get away with it, but I wont be deterred! Use this company at your peril.

Our trip got cancelled due to the Covid 19 outbreak. We had booked a hotel through Travelup and when we inquired, they refused to refund our fee (paid in full upfront). We contacted the hotel directly and they indicated that they did not charge anyone for cancelling their reservations due to the outbreak, but that we would have to go through Travelup for a refund. Eventually, they refunded half of our payment and kept the other half even though they were not charged by the hotel. We will never use them again!

Booked BA flights which have been cancelled. BA are one of the only airlines to have automated refunds to travel agents and BA has confirmed in writing that my ticket has been refunded, yet Travel Up has not contacted me at all to arrange a refund (or indeed even told me about the cancelled flight).

I have tried their online form, and emailing. I have only received generic emails from the company - nothing personal to indicate they are processing the refund I am due.

I would give them 0 stars if I could. Had a round the world trip booked with them since July 2019, due to leave April 2020. Been ignored since the day I booked, emailed for a copy of my tickets start of March - no response then my flights were cancelled mid March due to COVID-19. Still till this day (13th May) I have had no response from the company to even first of all advise my flights were cancelled. I get they are extremely busy but surly I could Atleast get a we're sorry your flight has been cancelled and we are working on your refund' email. Instead silence! I know other people who have booked with them who also have had same problem or the odd few who have had communication it has been lies about when they will refund or make up different deductions on admin fees for different customers. I could go on and on all day so going to stop here.