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
Stay clear of this company! Horrendous experience with this agency, happy to take your money, no customer service, close down all modes of communications! Will not respond to emails. Flights are cancelled by law customers are entitled to claim a full refund, Travelup make their own rules up as they go along, just like changing their T&C's midst pandemic!
To get a real flavour of this company read over 2,000 members experiences in the fb group linked below
https://www.facebook.com/groups/**************/
They consistently provided a certain price, but had an "error" each time I tried to book. When I reached out, they never picked up the phone, and their email was a canned response of "try another hotel" terrible site that should be pulled down.
Here we are 3 months later and I'm still receiving the same lame excuses. Now they admit they owe me money but haven't been able to get the funds to pay me from their supplier. I'm not sure whether this company is just incompetent or plain dishonest. If you are smart you should NEVER use TravelUp for your travel needs.
I have seen many reviews regarding Travel-Up. The good reviews mostly come from customers who are lucky enough to have nothing to go wrong. The bad reviews seem to center around trying to obtain any sort of refund. I now know why. I had a hotel reservation scheduled for 11/24/2021. Travel-Up charged my card for $634.67. A family emergency forced me to cancel on 11/23/2021. Both Travel-Up and the hotel were personally notified by me of the cancellation. Now almost 2 months later I am still receiving lame excuses such as "we are having difficulty with our supplier" and have received NOTHING as a refund. Their customer service is among the worst I have ever encountered. Do yourself a favor and do not book any travel with this company.
UPDATE 3/18/2022
After promising a refund the company has continued to not honor their promises, but rather provide one lame excuse after another. In my opinion, this company is a scam run by liars and cheaters. Under no circumstances should you trust or do any business with TravelUp.
I have booked the flight but it's been cancelled by airline. Travelup gave me the two option voucher or cash refund, which will be flight ticket minus £50 admission fee, in my case they told me the refund amount will be £649.58. They clearly stated this amount for option 2 then I agreed for cash refund. First of all, refund was not made for a month, it's same experience as other critical reviews say, email response is not attentive which makes unreliable. Finally I got refunded in the bank but it was £291.71. This number didn't make any sense. They owe me £357.87 and they don't provide me any breakdown of this amount. There is no explanation about their initial statement £649.58 is so different from what they refund, £291.71. Please avoid this company not to lose your money.
Good morning,
Thank you for reaching out to us and sharing your concern. We profusely apologize for the unnerving 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
Copied from below but perfect description:
Shocking service, happy to take your money but after that they just don't want to know. Promises to call back never happen; always fobbed off for 24-48 Hours. You respond to their emails immediately to confirm you want to book the flights offered and it takes them a minimum of 4 days to even read it by which the flights have changed and you are back to square one. Management are never available to talk to, no contact email address to escalate concerns to.
My advise would be to avoid TravelUp at all costs.
Dear Gary,
We have replied to you across all our review platforms regarding your case. You have been charged a £50 admin fee as per the terms and conditions which you agreed to at the time of the booking
Unfortunately there is nothing more we can do to assist you. We apologise for any inconvenience this may have caused you
Kind regards, TravelUp team
This company is an absolute scam. I paid £150 for a flight which was cancelled 3 days before the due date. After nearly 6 weeks, I've received just £85 as a refund. I've tried to contact the customer service to ask my money back, but they didn't explain anything, just hang up the phone. I can read from their cancellation email that they charge £50 for the refund, but no explanation is given as to why they have stolen a further £15. Please stay away
Good morning,
Our terms and conditions state regarding £50 for administration to collect your money back from the airline which should take 6-8 weeks as stated.
Your booking fee is non refundable however. We apologise if you have been inconvenienced during this time period.
Kind regards, TravelUp Team
Extra super Bad, when I got to the hotel the reservation was cancelled. At the hotel front desk personel reinstate the reservation, but no breakfast was included in the reservation as it should be as per original reservation. I am not satisfied with all this. I believe that a refund should be done. Awfull experience. Wouldn't recommend.
Good afternoon, David.
Thank you for sharing your feedback, and we sincerely apologise for the inconvenience and frustration you experienced with your hotel reservation.
We understand how upsetting it must have been to arrive at your hotel only to find your reservation had been cancelled, and then to discover that breakfast, which was part of your original booking, was not included.
After thoroughly checking our records, we can confirm that your reservation was successfully confirmed on our end, and no cancellation was reported by our supplier. We understand this does not change the experience you had, and we truly regret the stress this caused during your stay.
Our hotels team escalated this case as soon as we were informed of the issue, and we are currently awaiting an update from the supplier to fully understand what went wrong. Please rest assured that we are committed to resolving this for you as quickly as possible, and we will be in touch with you as soon as we receive more information.
Once again, we apologise for this awful experience and appreciate your patience while we work to make things right.
Kind regards,
TravelUp.
A lot of people and industry wires are calling for Travelup going out of business. I can support those claims, I made a booking for a hotel room and paid $2159 upfront. When it was time to use the booking (April 21,2023) it had been cancelled. I have tried, but I am yet to receive a refund which clearly is not what a business in good standing would do. I would stay away from this company, don't get stranded on your vacation.
Good afternoon,
Thank you for notifying your concern to us. We profusely apologize for the inconvenience caused you. Your feedback is hugely important to us. We have made note of your feedback and shall share this with our designated team.
We are passing your details to our dedicated team and they will help you resolve your concern very soon.
However, if you are looking to discuss things further, we request you to kindly get in touch with our team on 0118 955 6400 or 0203 771 3074, readily available to help and guide you or alternatively, email us your concern at admin@travelup.com.
Team Customer Relations.
Not satisfied because i have request for late check out and it's not accepted
Good evening, Saira.
Thank you for sharing your feedback.
We’re genuinely sorry to hear that your request for a late check-out was not accommodated, and we understand how frustrating this must have been for you.
While we strive to provide a seamless booking experience and assist with any special requests, the decision to approve a late check-out ultimately rests with the hotel. Unfortunately, this is something we do not have control over.
That said, your feedback is very important to us. We will be sharing your comments with the hotel to ensure they are aware of the impact this had on your experience and to encourage them to consider such requests more thoughtfully in the future.
We deeply regret that this aspect of your trip did not meet your expectations. Should you have any further concerns or require assistance with any future bookings, please don’t hesitate to reach out to us directly. We hope to have the opportunity to serve you better in the future.
Kind regards,
TravelUp.
Overall, good experience. Selection of hotels was somewhat limited but prices were more competetive than other sites. Low deposit for reservation was a big plus!
Good evening, Richard.
Thank you for taking the time to share your positive feedback!
We’re glad to hear that, overall, you had a good experience with TravelUp. We always aim to provide a seamless booking process, and it's great to know that our competitive prices and low deposit option stood out for you.
We appreciate your note on the hotel selection and will continue working to expand our offerings to give our customers even more options to choose from. Your satisfaction is our priority, and we’re pleased that we could provide value for your booking.
If you have any further questions or need assistance with future travel plans, please don’t hesitate to reach out to us directly. We look forward to helping you with your next trip!
Warm regards,
TravelUp.
Don't trust the positive reviews you read about TravelUp, they are the absolute worst travel agency I have ever experienced. Read the small print VERY carefully as they will include clauses in the booking agreement to make YOU liable to pay a significant administration fee for situations where the flight or holiday is cancelled by the provider (i. E. not from anything you did) by holding cash back from the 100% refund you are due and entitled to, even though it was them who failed to deliver the contract. In no other commercial transaction would this be acceptable and it's not enforceable, but they will try it and hope you don't challenge them. They tried to charge me £50 administration fee for a cancelled flight and I had to take action to recover the money. They have been taken to court by many travellers who have suffered this experience. Do not accept this behaviour, the easiest way is to avoid them at all costs and put them and their vile practices out of business.
Good afternoon,
We are very sorry to hear this.
As per our terms and conditions, which you have agreed to at the time of booking, we do charge an administration fee and any booking fees are also non-refundable. Unfortunately, we are unable to waive any of our administration fees.
We apologise for any inconvenience that may have been caused at this time.
Kind Regards
Travelup Team
I have no other but to leave a 1 star review having given TravelUp every opportunity to provide a clear answer as to what happened and a solution. I purchased business class tickets for a round the world trip in February via TravelUp. On checking in for long overnight flights from Auckland to Tokyo (via Sydney), I was shocked to find TravelUp had allocated me Economy seats. They have been evasive in terms of resolving my complaint, putting me on hold many times for 30 minutes or so, then promising someone will come back to me, but of course they don't. TravelUp must owe my business thousands of pounds but quite clearly do not have a moral compass. Avoid this agency like the plague, and go direct to the airline or to a more reputable agency.
Good afternoon Giles,
Please accept our apologies for the challenging experience with us. We want to do everything we can to make it right for you.
At Travelup, we do not engage in any wrongdoing or illegal practices. We are merely a service provider. Hence, we do not change or alter the itineraries without the consent of our esteemed customers. However, this lies under the discretion of the designated airline as they at times have to do it in the sheer absence of allocated seats for specific reasons known to them insightfully.
We would be happy to review the specific incident in more detail with you so that we can better understand what happened and how we might improve going forward.
Please write to us at - admin@travelup.com and share your booking reference number, for us to investigate accordingly.
Regards,
TravelUp
I booked a flight, after payment had gone through a window appeared which read "There was an error with your booking". There was no mechanism for me to view the error. I then received an e-ticket which showed wrong dates of travel. I called their customer service. I was left on hold for nearly an hour while they went to investigate. Never came back. I emailed their office. They offered to partially refund me. This is a scam travel website. Read my experience before you proceed to use the website to book flights.
Good afternoon,
We are sorry to hear this.
If you wish to discuss this further with the team, please call us on either 0118 955 6400 or 0203 771 3074. If you cannot wait on the line to speak to our admin team, please email us at admin@travelup.com.
Kind Regards
TravelUp Team
Booked a flight; they put me down as a no show days before the flight took off and kept the money. There is a court case on going. Do not use they are not trustworthy. I need to let as many people be aware of this company as possible as there are multiple sources of reviews. Be very very careful or just avoid. Do not allow them to use "Travel terms apply" - these may be against Sale of goods and Consumer Rights Laws. Fight for your money against any company you think is crooked!
Good morning,
We profusely apologize for the inconvenience caused you. We have made a note of your feedback and shall share this with our designated team, working close to such concerns.
Since we are not the concerned authority to mark you a no-show as this lies completely under the discretion of the airline and not us.
However, if you are further looking to discuss things, we shall request you to kindly send us an email at admin@travelup.com.
Kind Regards
TravelUp Team
I booked tickets with reserved seats that I paid for additional £300. Now 5 days before travel I find out that seats were not reserved. Extremely difficult to contact the company, they either put you on long hold, or so not answer at all. Their website shows me that at this time they cannot retrieve my reservation. Reached them finally on Sunday, they told me they get back to me. Nobody did, and when I called two days later, two days before my flight, they finally sent my claim to management. Now they are advising me to be patient. This is a trip to Madagascar that has two very long legs, and I am afraid I will end up in the middle seat. DO NOT USE THEM!
Good morning,
Thank you for reaching out to us and sharing your concern. We profusely apologize for this unpleasant experience that you encountered. However, in further investigation to the highlighted concern raised by you, evidently, we could see our team member has been assisting you for those preferred seats we had requested the airline for you but later it was not honored by them.
We also kept you informed that, we are corresponding them with your request and have also submitted the refund of your preferred seats. Your booking is not cancelled and still existing as the issue cropped up due to the refusal of selected seats you preferred.
If you are further looking to get your queries addressed by our specialized team, we shall request you to kindly drop an email to us at admin@travelup.com.
Kind Regards
TravelUp Team
Booked a room and waited the 24 hours - did check the hotel and they have nothing on the books for myself. Tried to call in but after 1 hour wait, I gave up.
Good afternoon, Matthew.
Thank you for your feedback, and we sincerely apologise for the frustration you've experienced regarding your hotel reservation.
We completely understand how distressing it must be to wait for confirmation only to find that your booking is not on the hotel’s records.
As outlined in our terms and conditions, it can sometimes take up to 72 hours to confirm a reservation. We regret that this was not made clearer during your booking process. Additionally, we are currently experiencing a high volume of calls, which may have contributed to the difficulty you encountered in reaching our call center. We apologise for any inconvenience this has caused.
To assist you more efficiently, we encourage you to email us at hotels@travelup.com. Our team will prioritise your inquiry and work to resolve this issue as quickly as possible.
Thank you for your understanding, and we appreciate your patience as we work to make things right.
Kind regards,
TravelUp.
I was looking to book a hotel for vacation and came across travel up and it had the best rates in town. I booked it and saved a ton and it was simple and easy
Good afternoon, Jordan.
Thank you so much for your fantastic 5-star review!
We are thrilled to hear that you had such a positive experience with TravelUp while booking your hotel for vacation.
It’s wonderful to know that you found our rates to be the best in town and that the booking process was simple and straightforward. We take great pride in offering competitive prices and a seamless booking experience for our customers, and your feedback truly validates our efforts.
We’re so glad you were able to save on your hotel and that we could play a part in making your vacation planning easier. If you need any assistance with future bookings or travel plans, please don’t hesitate to reach out – we’d love to help!
Thanks again for choosing TravelUp, and we hope you have an amazing vacation!
Best regards,
TravelUp.
Dear Travel Up Team,
I created an Account with *******@aol.com. Unfortunately I can not add my booking to my account. I also wanted to make the complete payment….but I cannot find my booking. Could you add my booking to my account?
Thank you so much for your support
Good evening, Kathrin.
Thank you for reaching out and letting us know about the difficulties you're experiencing with your account and booking. We sincerely apologize for the inconvenience this has caused.
We understand how frustrating it can be to face issues with managing your booking, especially when you’re trying to make complete payments. Rest assured, we are committed to resolving this matter for you.
To address your concern, we will escalate this issue to our IT team for a thorough review. In the meantime, could you please send us your query, including your booking reference number and any additional details, to admin@travelup.com? This will help us expedite the resolution and ensure that we can assist you as quickly as possible.
Thank you for your patience and cooperation. We will get back to you as soon as we have an update on your request.
Best regards,
TravelUp.
I booked a return flight from Glasgow to Brisbane, My return flight was non existent. I was stranded on the other side of the world by this sham company. Appalling service and they hung up in my ear when I complained. Don't even think about using them
Good afternoon,
We are sorry to hear about your negative experience with us.
If you still require further assistance with your booking, please call us on either 0118 955 6400 or 0203 771 3074. If you cannot wait on the line to speak to our admin team, please email us at admin@travelup.com.
Kind Regards
TravelUp Team
Don't want give my money/refund back ( but the hotel already refund my money to them! Now is 1 month and... Nothing. Don't answer of any email, customer service very rude and close the phone. Horrible
Dear Monika,
As explained by our agents to you numerous times, we have to wait for our supplier to get back to us regarding your refund as they are holding the funds with the hotel.
These processes can take a lengthy amount of time, especially if the supplier is being slow, mostly due to Covid-19.
We hope to be hearing from them as soon as possible and you will be informed as soon as we can help.
Kind regards, TravelUp Team
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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Good afternoon,
We abundantly apologize for the upsetting experience you had due to error faced while booking.
However, we have passed your concern to our designated team on priority, they shall take adequate measure hereafter to resolve the issue.
Kind Regards
TravelUp Team