Travel Up Inc

Absolute SCAM, they would not deserve 1 star with the unethical individuals that run this company. I booked a one night stay in London for October 2022 with TravelUp. When I arrived at the accommodation, I could not get into the building. I called customer services and waited hours on hold while they allegedly tried to sort it out. They would hang up on me and then tell me they’d call me back but I’d never hear anything. I stood waiting outside the accommodation I had paid for from 6.30pm until 11.30pm all while waiting for TravelUp to sort out the situation. It was a completely unsafe and awful experience. There was absolutely no empathy and the customer service team were SO rude, they told us to stop calling them for help. They finally allegedly sorted out alternative accommodation at 11.30pm we called the alternative accommodation and they had no record of a booking after which we had already told them we had been forced to book a travel lodge. We were told by customer services on the night that we would get a refund for the original booking 2 months later and have not received a penny. We have been constantly emailing TravelUp since the booking date and have been given ridiculous answers saying they are ‘waiting for the supplier’. I then told my credit card company that I had paid for a service and not received anything, I received a refund from my credit card company. I decided to let the issue go as I did not have the energy to deal with such a despicable company. However, weeks later I then received a letter from my credit card company detailing that TravelUp disputed my claim and made false paperwork to say that I was a NO SHOW at the accommodation. I am absolutely appalled that such a company is allowed to trade. I traveled up to london for a gig that I had tickets for and was not able to go as I was waiting outside the accommodation until 11.30pm. I am now out of pocket for my original accommodation and the last minute booking I had to make. With NO refund or compensation received from TravelUp. DO NOT USE THIS COMPANY!

Terrible experience. If I could give less than one star I would. Book with them if you want to experience awful customer service. My flight was cancelled by the airline operator because of strike action in the country we were travelling to so no fault of our own and we were only given two options by TravelUp - both less than satisfactory. When offering to refund our money, they said they would have to charge us a £50 admin fee to process the refund - the absolute cheek! So the choice was either PAY THEM £50 to get a refund still can't believe it! or get a voucher to use with them again. I opted for the voucher in mid-December and it's almost February and I still haven't received it. What's worse, the voucher, when it eventually comes through, is valid 12 months from the date of my original flight. So the longer they take to issue me the voucher, the less time I have to actually book a flight. They are now not responding to any of my emails when I request an update on my refund voucher and I can't seem to get hold of anyone. Avoid at all costs if you ever want to stand a chance at getting a refund for a cancelled flight or any kind of customer service whatsoever. Terrible!

DON'T WASTE YOUR MONEY WITH THESE PEOPLE! I booked a flight that was covered in case of cancellation or change. I had to cancel my trip and they offered me a refund of £27 for my £748 flight. I tried to get a diplomatic solution so I asked for a change instead and they wanted to charge me between £500-£600 for a change, so pretty much to buy a new flight ticket. Unbelievable how they get away with so much stealing like this! This business should be shut down!!!

DO NOT USE THIS COMPANY! They are robbing people in broad daylight. I booked my girlfriend flights to Warsaw so she could visit me for a weekend whilst I was working there for 6 months and unfortunately the return flight was cancelled. The natural response for most reasonable people is to start looking at alternative travel options. I tried to change it directly with the very reputable airline who were offering a full refund if none of their other flights suited. They didn't suit, so I asked for the refund. They said I had a year to apply for my 100% refund but I had to claim it through the travel agent...unfortunately in the case it was Travel Up. I emailed Travel Up to ask for my refund and heard nothing back, so noting that I had a year to apply for my refund decided to book an alternative flight so that my girlfriend could return after her trip. Whilst having dinner on Saturday night, Travel Up decided to email offering her alternative flights on the Monday the day after she was due to fly. She had work on Monday, so the flight most definitely didn't suit. The thing that really wound me up was the tardiness of their email: the fact that they thought I would fly her to Poland with no return travel booked due to their laziness, assuming that I would I would just wait for them to offer an unhelpful solution at a unsuitable time. I emailed them immediately demanding a full refund. After a couple of emails back and forth, it all went quiet. I assumed they were processing the refund which they said could take up to 6 weeks. 6 weeks later I sent a chaser email asking for an update on the refund. They replied saying they had just submitted the refund request and it would take 6 weeks to process. What were they doing for the first 6 weeks!? Clearly they had just forgot about yet another paying customer. 6 weeks passed and I finally received word on the refund. Apparently the return flight only cost £54 which I doubt considering how much I paid for both flights. HOWEVER...they can only offer me a refund of £4 after you take their £50 administration fee off. How is this fair?! I appreciate that it is a business and it needs to make money, but I did not cancel the flight...the airline did...so why are they not covering the administration cost? Why am I being penalised for using Travel Up as my travel agent? I am now out of pocket for the additional flight that I booked, because I wrongly assumed that the money owed to me would be returned. I am yet to receive a cost breakdown of the flights to see how much the return flight actually cost. Stay away from this company. They are thieves.

I have used TravelUp for the first time and was pleased with the experience. Lufthansa has cancelled my original flight and TravelUp provided me with an alternative journey immediately. I first agreed to it but later changed my mind. I called them to see if there are any other options. I only waited 2-3 minutes before someone answered my call and clarified my questions. They advised me to follow up via email which I did. Roy Edwards, who handled my booking and queries, was super helpful and responsive, and was able to provide me with an alternative flight quite quickly. Overall great service and experience.

Do not book with this company. It really feels they are trying to scam customers. We just purchased some flights with them, since the price was slightly cheaper than with other agents. BIG MISTAKE. Just a couple of minutes after the payment went through, we received a call from them saying our baggage was not included for the return flights and asked us to pay £150 extra. All flights were with British Airways. No idea why some would cover baggage allowance and some not. Very misleading. You believe it's a good price, until they tell you the whole story. We asked to cancel our flights, since we thought the whole situation was dodgy, then they asked £170 for the cancellation, which we just made 2 minutes ago.

Really good service, can not fault them at all. Always accessible through phone calls and email. Put me at ease. Flying to Dubai, got a really good deal and luggage 23kg there and back. They were so patient and reassured me with everything. Got the app and notifications to gate changes live. Really happy to have found a good travel company. Will be using again in the future! Thank you for making the process super stressfree

Do not use this company. Always go direct when booking a flight or hotel. They gave me a travel voucher after my flight to Canada was cancelled due to covid. They cancelled one of the flights I booked and I had already booked the hotel with the voucher. No refund, voucher expired a week before trip. 5 calls and 3 emails later and no reply. £450 down the drain. Avoid at all costs

Misleading information about “flexible tickets and refunds”. Booked a flexible ticket and had to cancel due to Visa issues, to find out the ticket I booked was non refundable and can change the date for a fee of 200$ + the price difference, which is as expensive as a new ticket. Horrible customer service, the support was almost yelling at us for asking questions. Zero empathy. They could have given us flight credit at least. They reply to the google review message asking you to email them but they don’t even reply.

Our flight was cancelled and they did nothing to help or support even though the airline referred us back to the booking company, great cheap prices but the service when you need it is shocking. Better to boom direct with airlines next time to get a better level of service. Absolutely rubbish and not a care of how your feeling when your calling them in the middle of the night on your holiday. To top it off waiting for 30 minutes or more on hold and then being cut off to then call back again and be on hold, no one replies emails urgently or tells you've used your flight when in fact its been cancelled. Be vary wary before booking through this company