TravelUpReviews 2,167

Due to COVID-19 I was unable to make my trip. I talked to a TravelUp agent on the phone who said I should be able to get a refund just email support. I emailed support 4 times in the time span of 2 weeks. I never received a response until I made a case against TravelUp through paypal. Only then was I offered a percentage of my refund. Every couple of days the percentage went up until it reached 70%. Thankfully after 3 months of waiting I received a full refund from Paypal. TravelUp is a scummy company do not use them.

I am now at the end of my tether. I was meant to work in Hong Kong from Feb 21st which for obvious reasons was cancelled. I requested a BA flight refund on Feb 11th - long before any emergency situation in the U. K. am email told me they had processed it and it would take 6-8 weeks for a refund. It is May 13th and still no refund. I have escalated the case through Resolver but that takes time between communications with the company. I am furious with this dreadful company, I must have been at the top or near the top of the list for refunds as everything was still flying as normal except in China and HK. How dare they keep my money and presumably blame BA for not refunding to them. In this current climate I simply cannot afford to lose nearly £700. Where is honour, honesty and morality. I booked and paid in good faith. Can anyone tell me what else I can do to get my very hard earned money back? I would be so grateful. Thank you.

What to say about this lot of liars and cheats. Refusing customers refunds, changing their TandCs to make money, preaching all travel laws and making stuff up as they go along, Travelup are gonna be the death of every single travel agent in the uk as no one will ever use them.

I am a pregnant neonatal intensive care nurse that cancelled my flights to China and Japan on 4th February, my flights were for 24th March - 2nd April. I contacted Travelup and cancelled my flights long before the travel ban came into effect following the FCO Travel Advice re: non essential travel to China etc amidst the initial coVid-19 break out. Travelup agent "Amir Ali" responded to say my flight was cancelled and to expect my refund in 6 - 8 weeks once the airline (Air China) had refunded them.
Roll on 5 weeks later and I'm wondering why when I paid for the flights the money was taken immediately from my bank account yet I now have to wait 6-8 weeks. I wrote this in an email again to "Amir Ali". His response on 5th March was my refund will be back in my account in 3-5 working days. This of course was a big fat lie. Roll onto 12th March still no refund and multiple emails later - it got to the point I just kept hitting send and forwarding the same email a hundred times in minutes. Finally On 18th March a response from "Amir Ali" and "TravelUp Sam" another liar liar pants on fire. He apologised and said because of coVid they are dealing with a lot of emails etc yup I understand that but I was going through this process long before coVid hit the UK and started affecting flights. Anyway this "Travelup Sam" asked me to be patient he had contacted "Amir Ali" and "Finance" and to wait for the first week next month for my refund. It is now the last day of said month and still I have no refund. I have emailed countless times. No response at all yet, Travelup have the complete audacity to send out generic emails - re: holiday destinations! God forbid I was to treat my patients in the NHS how this absolutely despicable disgraceful company are treating honest hardworking customers that are entitled to their money back. Ali Shah you are a terrible crooked businessman. You have no shame. You are greedy and disgusting. I believe in karma and what goes around will surely come back around to bite you in the backside. I will never use your company again and I hope that money you have stolen from me and countless others brings you many years of misfortune. Kind regards D. Boyce

DO NOT EVER USE TRAVELUP!
They are very quick in taking your money but god behold anything goes wrong, you will be left stranded wherever you are. Like we did, in Hong Kong and that was before the whole covid pandemic really hit off. Impossible to reach customer service and if you do, they are useless, no support whatsoever in rebooking. Had to book a new flight ourselves. Since then no refund or any update on where my refunds at, impossible to reach anyone, phone lines turned off. Apparently even changed their T&Cs in the meantime to add horrendous services charges for refunds. Liars, cheaters and thieves!

Was due to fly to San Francisco tomorrow with British Airways after booking via Travelup. Flights are obviously cancelled but I have heard nothing proactively from Travelup or reactively to the numerous emails I have sent (most bounce back as their box is full). No telephones work at all.

Atol does not cover the booking and British Airways do not want to know.

I have been left to raise a case with my credit card company to try and recover the money.

The most outrageous thing is that Travelup are sending out promotional emails asking you to book for 2021 now when they can't even sort out 2020.

Do not book with this company, I certainly will never do it again.

Would not even give them one star if that were possible. I've had trouble with this company since I first booked a hotel. Booked a hotel in February for April 19. Booking number HTT-U7DQVV. The money was not supposed to be taken from my credit card until I was at the hotel, but it was. The full amount $794.05 was taken out. Obviously the event was cancelled and I requested a refund in early March. Received a email from Travelup saying my cancellation was confirmed. I STILL have not received my refund. I believe this is very close to fraud.

Travelup I have emailed you several times requesting my refund for my hotel bookings which I paid for in FULL. You have my money in your account. Why are u not refunding my money I booked flexible hotel booking with free cancellation it's nearly £3000. It's over 30 days since you promised to refund my account. We too are struggling in this crisis don't hide behind Covid-19 as an excuse. Note you will not get away treating your customers this way. I will write bad reviews on every website I can find until I receive my money back from you. Be honest to your customers if you not going to refund let us know so we can take action accordingly instead of lying to us. Please respond to me as I really have had enough of being messed around.

Travelup's after sales service is shockingly bad. So bad that it isn't worth the few extra pounds you might save from booking through them... They very rarely answer your phone calls, and when they do they will tell you that the person dealing with your case is not available at the moment, but they will message them and have them contact you back straight away... Guess what, they never ever do. Three weeks I was being given the runaround until they finally rang me to tell me my flights had been cancelled. They really are appalling. Avoid them at all costs.

To add. Its been 8 weeks since they cancelled my tickets and I have yet to receive my refund... Don't ever use this shambolic company.

I booked our 4 flights to Cuba on the 12/08/19, our flights cost me £2950, We were meant to fly on the 02/04/20, I have written 2 times to cancel because of the Coronavirus, once 72 hrs before we were meant to fly and again the day before we were meant to fly, I followed travel up instructions about emailing them, travel up have not contacted me at all, Ba had already cancelled our flights on the 1st April, I am going to email them again today from my personal email not their contact form so that I have proof of emailing them, really really fed up with this company and their serious lack of customer care.