From the business
We have always used leading technologies to present a website that is friendly and easy to use for everyone and anyone – some may even say there’s 0% faff!
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.
TravelUp Reviews Summary
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
I asked the site to find me a hotel near my location and trusted it but, it turned out It was an hour in the opposite direction a hotel that they chose for me. I was so tired. I didn't check it before I pressed the button …my fault, but nobody would help me to correct it so I lost money!
Made a reservation at Wyndham Kusadasi hotel. 1. Incorrect names. 2. Voucher only shows arrival date June 23
3. Unable to log in
4. Hotel says no one saw my reservation
5. On the phone representative says 14! Days for confirmation, but cancellation only 7))) lose more money!
6. Tomorrow I'm going to the police and bank to report fraud
Good afternoon, Svetlana,
Thank you for reaching out to us about your booking.
Please accept our apologies for the unprofessionalism you have received from our team. This is not how we conduct business at TravelUp, and further investigations will be carried out regarding this experience.
Please share more at - hotels@travelup.com along with your booking reference number so that we can follow this up internally.
Regards,
TravelUp
I'm extremely disappointed with my recent experience using TravelUp to book a hotel. I reserved a one-night stay at Hotel Costa del Sol in Lima, Peru, and contacted TravelUp the very next day to either cancel or change the reservation date. From that moment on, it was a frustrating back-and-forth — multiple emails, long waits, and no real support. Despite reaching out immediately, they delayed their response for several days, only to ultimately inform me that they would not accommodate any changes or offer a refund. This wasn't a last-minute request — I contacted them right away and explained my situation clearly. Their lack of flexibility, poor communication, and disregard for timely customer service made this an incredibly frustrating experience. It felt like they just dragged things out to make sure the cancellation window closed, then refused to help. I would not recommend booking with TravelUp if you're looking for reliability or fair customer service. I'm filing this complaint so others are aware — once they have your payment, it seems you're on your own.
Good afternoon, Alexandra,
Thank you for reaching out to us about your booking.
Please accept our apologies for the unprofessionalism you have received from our team. This is not how we conduct business at TravelUp, and further investigations will be carried out regarding this experience.
Please share more at - admin@travelup.com along with your booking reference number so that we can follow this up internally.
Regards,
TravelUp
I've been on the phone waiting for somebody to answer for 20 minutes and every minute I get message that I am the first in the queue and my estimated waiting time is 3 minutes and 20 seconds. It feels like the system is just mocking me. Clearly nobody is going to pick up. Disappointing.
Good afternoon, Pavel,
Thank you for sharing your experience with us, and please accept our sincere apologies for the frustration caused.
We completely understand how disappointing it must have been to wait on hold for so long—especially while receiving repeated messages that gave the impression your call would be answered shortly. That’s not the experience we want for any of our customers, and we’re truly sorry that it felt like the system was letting you down.
At the moment, we are facing an unusually high volume of calls and enquiries, which has unfortunately affected our ability to respond as promptly as we normally would. We know how important it is to get timely support, and we’re actively working to improve our response times and phone system to better serve you.
In the meantime, we don’t want your issue to go unresolved. Please email us at admin@travelup.com with your enquiry, and our admin team will be more than happy to assist you as quickly as possible.
We appreciate your patience and hope to have the chance to provide you with a much better experience going forward.
Kind regards,
TravelUp.
So I always call the hotels when I book my trips. Booked at 2 hotels. One via Expedia one via travel up.com. Reservation via Expedia no problem. Travel up not so good. Hotel had no record. Called travel up follow their prompts 2 for existing reservations I get disconnected. Call back with new reservation and surprisingly they answer. Tell agent about situation tell me they working in it? We will see what happens
Good afternoon, Felipe,
Thank you for reaching out to us about your booking.
Please accept our apologies for the unprofessionalism you have received from our team. This is not how we conduct business at TravelUp, and further investigations will be carried out regarding this experience.
Please share more at - hotels@travelup.com along with your booking reference number so that we can follow this up internally.
Regards,
TravelUp
Where's the hotel address and phone number on booking receipt. Need to schedule train trip.?!
First time hearing about the site. It was a speedy. Price was good. I thought I was booking with another company until I got my confirmation notice. Hope all goes well upon arrival at the hotel for the graduation.
Good afternoon, Shirley.
Thank you for taking the time to leave us a review, and we're glad to hear that your first experience with TravelUp was a positive one overall!
We’re pleased to know that you found the booking process speedy and the pricing competitive—that’s exactly what we aim to deliver. We understand it can sometimes be a surprise when a confirmation comes from a company you weren't initially expecting, but we're delighted that you found value in using our platform.
We truly hope everything goes smoothly upon your arrival at the hotel and that you enjoy a memorable time celebrating the graduation. If there's anything you need before or during your stay, please don't hesitate to reach out to us.
Thanks again for choosing TravelUp, and we hope to assist you again for your future travel plans.
Warm regards,
TravelUp.
TravelUp had the best price and the site was easy to use. The site had plenty of pictures for us to make the appropriate room choice.
Good evening, Stephen,
Thank you so much for your kind review!
We’re delighted to hear that you found the best price through TravelUp and that our website made your booking experience smooth and straightforward. It’s great to know that the images and room details helped you make the right choice for your stay—that’s exactly what we aim for when curating our listings.
Your feedback means a lot to us, and we’re always working to enhance our platform to make it even more user-friendly and informative. If there's anything we can do to earn that fifth star next time, we'd love to hear your suggestions!
Thanks again for choosing TravelUp. We look forward to helping you with your future travel plans!
Warm regards,
TravelUp,
I'm writing this on behalf of a friend who had a genuinely distressing experience with TravelUp. He booked an international flight through them, and due to an autofill issue, his name was duplicated on the ticket. He contacted both TravelUp and the airline (Air India) immediately, requesting a simple surname correction — not a full name change. Over 12 emails and multiple phone calls later, TravelUp failed to offer any real help. They kept giving conflicting instructions, promised call-backs that never happened, and finally said the ticket was non-refundable, offering only a tiny refund from airport taxes — even though the ticket is now unusable. This was his only trip home in a year, and his mother is unwell. TravelUp showed zero empathy, no resolution, and no responsibility. Avoid this agency if you expect even basic customer service or human understanding. If anything goes wrong with your booking, you're on your own.
I booked a trip through Travigo and your company offered a good rate. It said 79.00 deposit. When I booked the room the entire amount was charged.
I booked a trip for my family to celebrate my wife's birthday. I got 2 rooms one for my in laws and my 11 and 8 year old. One for me, my wife, and our infant son (3 months old) I noticed my reservation wasn't correct and i emailed the immediately. When we checked in to the Cofresi Palm Resort in the Dominican Republic they told me my children were not on the reservation and i would have to pay $206 for them to stay every 2 days. I called and spoke to the worthless customer service rep and they basically told me too bad and refused to do anything about it. Read the reviews! Everyone Has this same issue with them. They hung up on me 2 times because i asked them why would i book a family vacation with my in-laws in my infant get 2 rooms and not bring my kids!?
Unable to download voucher tried many times yesterday and today...
I booked a hotel through Travel up. I received a confirmation email with the different hotel which I have never chosen. It was obviously the website error or purposely directed to the hotel they tried to sell. I rang the phone number which was on the website, but the operator said he can't do anything with the booking and I have to send an email. I have made attempts to resolve this issue with them including multiple emails and phone calls including to the uk number which goes to a dead end option on hotel bookings - option 4.
I requested full refund based on the fact that their system booked a different hotel to what I selected. It was still a week in advance of the booking date. I requested there is to be no fee charged as this was an error through their system. I told them "Failure to refund in full will result in a dispute raised with bank."
I receive an reply says "Dear Customer,
I can confirm your hotel cancellation request has been completed. As per our Terms and Conditions:
Your TravelUp administration charge: AU$91.45".
They failed to refund in full. They direct you to a wrong hotel and they keep telling you you have made a mistake. If you ask them for a refund, they charge these fees and steal your money. It's a scam. Please do use the company! They are a scam!
Have used the site several times and have always been happy. Please do not cancel my reservations like other sites have done.
Good afternoon, Chad.
Thank you so much for your 5-star review and for being a loyal customer!
We’re thrilled to hear that you’ve consistently had a positive experience with our easy booking process and that TravelUp has become a reliable choice for your travel plans. It truly means a lot to us that you continue to choose our service.
Please rest assured, your concern is noted—we understand how frustrating it can be when other platforms cancel bookings without notice. At TravelUp, we take every reservation seriously and work hard to ensure that once your booking is confirmed, it’s secure. In the rare case that any issue arises, our team is always here to assist and find a swift solution.
Thank you again for your trust and continued support. We look forward to helping you with many more smooth and successful trips ahead!
Warm regards,
TravelUp
You don't even get 24 for a free cancellation policy. I didn't catch this at first as generally most places have a decent return policy. Not this place. Greedy company trying to keep a few bucks. Won't book through them again for this reason.
Good afternoon, Aaron.
Thank you for sharing your experience, and we're truly sorry to hear about your disappointment regarding the cancellation policy. We understand how frustrating it can be when expectations aren't met—especially when you're used to more flexible policies elsewhere.
At TravelUp, we aim to be as transparent as possible throughout the booking process. Unfortunately, in this case, the airlines we work with do not offer a 24-hour free cancellation window to us, which limits our ability to pass on such flexibility to our customers. This is why, as clearly stated in the terms and conditions you agreed to at the time of booking, cancellations are subject to the airline's rules and may not be refundable or changeable.
We regret any inconvenience this has caused and appreciate your feedback, as it helps us continue improving our service and communication. Should you need any further assistance, we’re always here to help.
Kind regards,
TravelUp
Tricky site, stealing money... error messages, designed to make it impossible to cancel, change, or handle reservation stuff
Good afternoon, Randy.
We’re very sorry to hear about the frustrating experience you had while trying to manage your reservation on our website. We completely understand how important it is to have a smooth and hassle-free process, especially when it comes to cancellations or changes.
At TravelUp, we strive to make our website user-friendly and accessible, and it’s concerning to hear you encountered error messages and difficulties. Please rest assured that we have taken your feedback seriously and will escalate this issue to our IT team immediately. Our website is generally designed to allow easy amendments and cancellations, so we will definitely investigate what went wrong in your case.
We apologise for any inconvenience caused and thank you for bringing this to our attention. Your feedback helps us improve, and we hope we’ll have the opportunity to serve you better in the future.
Kind regards,
TravelUp
No issues. Great experience. We'd never used travelup, but so far, we'd use them again. But I suppose this just means we'll need to travel more.
Good afternoon, Thomas.
Thank you so much for your kind words and for giving TravelUp a try! We're thrilled to hear that your experience was quick, easy, and issue-free. It's always our goal to make travel as smooth and stress-free as possible, and it’s great to know we’ve earned your trust.
We’d love nothing more than to help you plan more adventures—so yes, here's to traveling more often! Whenever you're ready for your next trip, we'll be here to make it just as seamless.
Warm regards,
TravelUp
PESIMA, ME ROBARON MAS DE 50 EUROS, CON EL PRETEXTO QUE EL PAGO LE PARECIO UNA OPERACION SOSPECHOSA. CANCELARON MI RESERVA Y ENCIMA ME COBRARON.
Buenas tardes, Juan.
Gracias por contactarnos sobre su reserva.
Le pedimos disculpas por la falta de profesionalismo de nuestro equipo. En TravelUp, no trabajamos así y se realizarán más investigaciones sobre esta experiencia.
Comparta más información con nosotros en admin@travelup.com junto con el número de referencia de su reserva para que podamos darle seguimiento interno.
Atentamente,
TravelUp
Booking was very easy so thus far, everything worked quickly and efficiently. The proof will be whether everything goes smoothly at check in.
Good afternoon, Cynthia,
Thank you for your positive feedback! We're glad to hear that the booking process was easy and everything went smoothly and efficiently so far. That’s exactly the kind of experience we aim to deliver.
We understand that the real test comes at check-in, and we’re confident things will continue to go just as smoothly. Should you need any assistance along the way, we’re always here to help.
Wishing you safe and stress-free travels!
TravelUp
When I got to your sure your price was consistently higher than quotes in the trivago site I felt I could not trust your system when I've never experienced this type of pricing problem with trivia in the past. If I see that it is a price quoted by Travel up I do not go further and report to looking for something else. You are not trusted.
Good afternoon, Bruce,
Thank you for taking the time to share your feedback.
We’re very sorry to hear about your negative experience and truly regret that we lost the opportunity to serve you.
We completely understand how frustrating it can be to see a price change between platforms, especially when you're expecting consistency. Please allow us to clarify that in the travel industry, prices are dynamic in nature. This means they can fluctuate frequently based on factors such as availability, demand, currency exchange rates, and updates from airline or hotel providers. Unfortunately, this is something that is outside of our control, and while we do our best to display the most accurate and up-to-date pricing, occasional discrepancies can occur.
At TravelUp, we strive to be as transparent and competitive as possible, and it is never our intention to cause confusion or mistrust. We're genuinely sorry to hear that your experience led you to feel otherwise.
We value your feedback and hope you'll consider giving us another opportunity in the future. If you have any further concerns, we’d be happy to look into them for you directly.
Kind regards,
TravelUp
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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 afternoon, Debra,
Thank you for taking the time to share your feedback, and we’re truly sorry to hear about your experience.
We completely understand how frustrating and exhausting it must have been to arrive at a hotel that wasn’t near your intended location—especially after a long journey. This is certainly not the kind of customer service we aim to provide, and we deeply regret that no one was able to assist you at the time to correct the booking.
While we do encourage customers to double-check location details before confirming a reservation, we also believe in supporting our customers when things don’t go as planned. We would really appreciate the opportunity to look into this further for you.
Please reach out to us at hotels@travelup.com with the details of your booking and your complaint. Our dedicated team will be more than happy to investigate your case and see how we can make things right.
We value your feedback and hope to have the chance to restore your trust in TravelUp.
Kind regards,
TravelUp.