Overview
The company demonstrates a mixed reputation, with notable strengths in the ease of the booking process and competitive pricing, which many customers found straightforward and efficient. However, significant concerns arise around customer service, particularly regarding unresponsive support, issues with reservation confirmations, and difficulties in modifying bookings. Instances of billing discrepancies and perceived bait-and-switch tactics have contributed to a growing sentiment of frustration among users. While some customers report positive interactions with staff, the overall trend indicates a need for improved communication and reliability to enhance customer trust and satisfaction.
This summary is generated by AI, based on text from customer reviews
Instant Feedback
Terrible company. Unreliable, dishonest, and horrible customer support. Last year we found a hotel close to our travel destination and booked through TravelUp two months in advance - we received a booking confirmation. A few weeks before our trip, we phoned again to confirm a second time. THREE days before our stay they cancelled the hotel with no reason given. In the middle of our vacation we then had to spend almost a full day contacting them and being transferred back and forth between calls, only for them to ultimately say the best they could do is a different hotel, significantly farther away, for almost $900 more. We pointed out to them that their terms and conditions clearly states financial reimbursement if they cancel without reason, but they refused to pay even a cent (various people told us some nonsense about how a manager has to approve this, and they'll tell a manager to message us, only for no message to come). Ironically, when we contacted the hotel directly, the price they quoted us was $600 cheaper than what TravelUp was offering.
The online booking experience was very easy and all instructions were clear. Immediate email confirmation and reservation related details received timely.
Good morning,
Thank you for such overwhelming feedback for us. Undoubtedly your appreciation aligns us collectively together for beautiful experiences that we could create exclusively every time for you.
Kind Regards
TravelUp Team
Terrible - this "package deal" is more of a hassle than anything I've experienced and not worth the "cost savings" as it cost me ALL morning on the phone trying to change my trip yesterday, subsequently cancelling completely today - another 2 hours on the phone. You make it IMPOSSIBLE to understand your people when they speak, the call quality is AWFUL and I'm annoyed.
Good morning,
Thank you for reaching out to us and sharing your concern. We profusely apologize for this unpleasant experience that you had to face and shall make sure to pass your feedback on to our management team working closely for such episodes.
Kind Regards
TravelUp Team
I just went to the airport and it turned out my flight has been cancelled. I have not got any email from Travelup. So irritating. NEVER book from here.
TERRIBLE describes this company. When it's all going swimmingly well then fine but when the chips are down customer service is appalling, non existent and communication is questionable Avoid avoid avoid
Absolutely terrible company. Having to deal with getting a refund from them is terrible. They're deceptive, unprofessional, and straight up lie. I still haven't gotten my refund back yet
Booked wrong date I. Cancel within 12 hours but cost me $40 plus ….Never use u again and will let all my family and friends not to use your company to book any travel…
Good morning,
We profusely apologize for the inconvenience caused you. However, we have the easier and clearer cancellation policy that helps you find our standard booking fee applicable to all the services you avail as we are a service provider working close towards the best deals, we possibly could honor you with invariably.
Further to this, if you are looking to get your concern addressed, kindly write an email to our team at admin@travelup.com.
Kind Regards
TravelUp Team
Everything worked well, except... I still have not received an email confirmation for my booking... I did take a screen shot at time of booking, but I've been expecting an email confirming.
Good afternoon, Russ.
Thank you for choosing to book with us. We truly appreciate your trust and patience.
We apologise for the inconvenience regarding the email confirmation. We have raised this request to our hotel team, and one of our representatives will be contacting you soon to assist with this matter.
Thank you for bringing this to our attention, and we look forward to ensuring you have a seamless experience with us.
Best regards,
TravelUp.
The experience is pretty easy up until the payment part. I booked a hotel with you and I don't feel like after the deposit it gives very good instructions on where to go to pay the remaining when you are ready. I have been all over your website and I found in your FAQ that it says to go to the payment page, but I couldn't find a payment page ANYWHERE. It should be easier than that. Either update your FAQ or add the remaining payment instructions to the confirmation email.
Numerous reviews where if your booking needs an amendment they will find a way to blame you. Customer service is their biggest revenue stream, unfortunately I experienced this first hand.
Booked, asked "how to try and cancel and what refund process is", received a response saying they have now cancelled my booking and since it is non-refundable any funds received would be a bonus for me, may take months and are not guaranteed!
When responding (within an hour) saying given the above I wish not to proceed with cancellation, the news was this has already been done by our customer service and 'any funds received would be a bonus for me, may take months and are not guaranteed!'
They replied to a more tame review than this saying "We have checked with the agent to make sure he is chasing the supplier regarding trying to get something sorted for you."
The agent isn't recreating my booking which he cancelled!
Anyway rant over, don't use them they have rearranged or cancelled many bookings, blame the customer and don't refund - a horrible business model
Dear Scott,
We apologise for the inconvenience you have been through on this booking.
We have checked with the agent to make sure he is chasing the supplier regarding trying to get something sorted for you.
We hope to have a resolution to this soon.
Kind regards, TravelUp Team
I'm having trouble canceling this reservation! Called customer service who said I needed to send an email! Sent email and received this! Very frustrated and will never use travel up again!
Good evening, Jeanie.
We are truly sorry to hear about the frustration you’ve experienced with your reservation cancellation. Your feedback is important to us, and I appreciate the opportunity to address your concerns.
We have reviewed your case and understand that you reached out for assistance with canceling your reservation. As outlined in the terms and conditions provided before your booking was confirmed, any cancellations and refunds are subject to an administration fee. These terms are in place to ensure clarity and fairness for all bookings.
We regret any inconvenience this may have caused and understand how frustrating this situation can be. Unfortunately, the administration fee is a standard part of our process and cannot be waived, as it is outlined in our policy.
If you have any further questions or require additional assistance, please don’t hesitate to contact us directly. We are here to help and aim to resolve any issues as effectively as possible.
Thank you for your understanding.
Regards,
TravelUp.
When I went on your website for a Hawaii hotel the first time your prices were in Pounds, not Dollars and I couldn't find the Hilton Hawaiian Village. After 2 hours I had to ask a friend who had already booked her Hilton Hawaiin Village stay with you to book my reservation. She was finally able to book my reservation. But way too much work and time was spent using TravelUp.
Good afternoon, Richard,
We apologise for any inconvenience caused by our team.
Your feedback is important to us as we take all the reviews seriously and use them as an opportunity to deliver the quality expected.
Thank you for taking the time to share your experience with us!
Regards,
Travelup
Everything was absolutely clear and precise. It made the process so much easier. I was able to find the customer service number with ease. I'd recommend this many!
Worst customer service and lied about our Hotels policy. I called the hotel myself on policy.
Stay away! Had to threaten legal action to get any response
W
Good Afternoon,
We are very disappointed to hear you have had a negative experience with TravelUp.
We have sent you a private message to request further details as we would like to look into this further.
We look forward to hearing from you!
Kind Regards
TravelUp Team
The adviser Samuel Samson had all the patience in the world he took me every step to changing my flight schedule, awesome gentle man! Its surely travel up
Good morning,
Thank you so much for your 5-star review.
We really appreciate your feedback. It means a lot to us and our entire team!
Kind Regards
TravelUp
Reservations paid for but hotel doesn't recognize my booking reference number. Not happy at all. Good thing I verified before I traveled. I wont use travel up again!
Good afternoon,
We are very sorry to hear of your disappointment with your booking.
Your booking is confirmed as we can see, our supplier keep the booking reservation in a central system which is passed on to the hotel. The hotel will have your reservation however it can take a up to a week for the reservation to confirm with the hotel as it is not direct from us to the hotel. This actually prevents overbookings and unavailability by having your booking on a central system which overall causes less problems for our customers
We apologise if you have been inconvenienced over this time period
Kind regards, TravelUp Team
So far we have only used TravelUp once for booking. I will give more feedback once we have arrived and checked into the hotel.
Good evening, Sherry.
Thank you so much for choosing TravelUp for your booking, and we’re thrilled to hear about your positive experience so far!
Your trust in us for your travel arrangements means a great deal, and we look forward to hearing more feedback once you've arrived and checked into your hotel.
We always strive to ensure that our customers have a seamless and enjoyable experience, from booking to check-in, and we are confident that your stay will meet your expectations. If you encounter any issues along the way or need assistance during your trip, please don’t hesitate to reach out to us at hotels@travelup.com. We’re here to help every step of the way.
Thank you again for your 5-star rating, and we hope you have a fantastic stay at your destination!
Safe travels,
TravelUp.
Very bad, when I made the reservation it said "taxes and fees included" and when I arrived at the hotel they charged me more than 200 dollars in fees!
Good afternoon, Avelino.
Thank you for your feedback. We are very sorry to hear about your disappointment with the fees you encountered during your recent hotel stay.
We’ve investigated your case and can confirm that the taxes and fees related to your booking were indeed included in the total price you paid through our website. However, it appears that the additional charges you faced at the hotel were resort fees. These fees are not included in the initial booking cost and are payable directly at the property, as noted in the price breakdown and the terms and conditions provided during the booking process.
We understand how frustrating unexpected charges can be, and we apologise for any confusion this caused. We strive to ensure that all necessary information is clearly communicated at the time of booking, and we will take your feedback into consideration to improve our clarity in this area.
If you have any further questions or concerns, please feel free to reach out to us. We’re here to help and want to ensure that your future experiences with TravelUp are more satisfactory.
Thank you for bringing this to our attention, and we hope to serve you better in the future.
Kind regards,
TravelUp.
The booking was easy and quick. The only problem I have is that the Hotel won't drive me from airport and back again because I booked with you instead of hotel.
Good afternoon, Larry.
Thank you for your feedback and for your positive rating!
We're glad to hear that the booking process was easy and quick for you. We apologise for the inconvenience regarding the shuttle service.
We understand how important this service can be and are currently working with our hotel partners to improve and expand the benefits for our valued customers.
If you have any other concerns or need further assistance, please don't hesitate to reach out.
We appreciate your understanding and hope to serve you again soon!
Regards,
TravelUp
The airline cancelled my flight 2 weeks before departure. This part was not TravelUp's fault, but the way they handled it couldn't possibly have been any worse.
Firstly, TravelUp did not notify me about the cancelled flight. Fortunately, I noticed it for myself when checking the airline's website. When I contacted TravelUp, the customer service was abysmal. They repeatedly failed to send me information that they had promised, and took days to respond to every email.
The only alternative flight they offered was completely unsuitable (it would have involved a 26 hour layover). There were plenty of more suitable flights available online (including with the same airlines), but TravelUp refused to book me onto any of them.
Because they couldn't book me onto a reasonable alternative flight, I asked for a refund. It took them exactly 5 weeks to issue the refund. They charged me a £50 "cash handling fee" and a £30 "booking fee", meaning they have stolen £80 from me and provided nothing in return. This is in addition to the approximately 8 hours that I have wasted trying to resolve this.
I am currently in the process of reclaiming the £80 through the courts, but this has been such a massive waste of time that I urge everybody to just book directly with the airline.
Good evening, Alistair.
Thank you for taking the time to share your experience, and we sincerely apologise for the frustration and inconvenience you have faced.
At TravelUp, we aim to ensure our customers enjoy a seamless experience, and we deeply regret that this situation fell short of those expectations.
While we empathise with your situation, we would like to clarify that flight cancellations or schedule changes are decisions made solely by the airline, over which we have no control. Similarly, the rebooking options we provide are based on the alternatives offered by the airline. Unfortunately, in this case, the options available were not suitable for you, leading to your decision to request a refund.
Regarding the charges, the terms and conditions you agreed to at the time of booking clearly state that, irrespective of whether a cancellation is voluntary or involuntary, an administrative fee applies to process the refund, and the booking fee is non-refundable. As these terms were accepted during your booking, we are contractually bound to uphold them.
We understand your frustration and regret that the resolution was not satisfactory. Of course, you are entitled to pursue this matter further as you see fit, and we respect your decision to do so.
Thank you for your feedback, which helps us improve our services.
Kind regards,
TravelUp
You won’t be short of choices when you book, we offer flights, hotels and package holidays to anywhere in the world. We work with over 200 airlines and offer over 400,000 hotels to bring you the best deals to destinations you love and with our flexible payment options, you could jet off sooner than you think.
Want to get off the beaten track? We can offer bespoke tours and holidays so you can be sure you tick absolutely everything off your bucket list! Our experienced agents will be able to help you with any questions or queries you may have too and can book everything from car hire to transfers to attraction tickets, making your holiday stress and hassle free.
But don’t just take our word for it, we’ve grown at such a rapid rate that in 2018, we were listed on The Sunday Times Virgin Atlantic Fast Track 100 where we came 37th. We’ve also been nominated for Best Online Retailer and Best Flight Booking Website by the British Travel Awards in 2019, as well as our CEO picking up the EY Entrepreneur of the Year’s Scale Up award for London and the South region.
We’ve upped our travel game, up yours!
At TravelUp, it’s our commitment to be as transparent as possible with our customers. We work with an independent partner, Airlineratings.com to keep track of the service and safety levels of all the airlines we work with. Not only does this keep us up to date with the latest information, it can also help you make an informed choice when choosing who to fly with.
We take issues seriously and do our best to resolve them as soon as possible and in a way that will benefit all involved.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Good Morning, We are so sorry to hear of your frustration and bad experience you have received. I have no information to be able to look at your booking for you however, I hope this issue has been dealt with and if there is anything else we can help you with please contact us on 01189556400. Many Thanks, Team TravelUp.