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 used Travel Up for the first time for my hotel reservation. Completing my reservations using the TravelUp was straightforward.
Very easy to complete reservation. Simple to do had no problems.
Good evening, Kimberly.
Thank you so much for your kind feedback! We're thrilled to hear that you found the reservation process very easy and had no issues along the way.
At TravelUp, we work hard to make sure your booking experience is as smooth and straightforward as possible, so it's great to know we’ve met that goal for you.
We look forward to helping you again on your next trip!
Warm regards,
TravelUp.
Quick service very decent price very competitive with other options
Good evening, Edgar.
Thank you for your fantastic 5-star review! We're delighted to hear that you were impressed with the speed of our service and the competitiveness of our pricing.
At TravelUp, we pride ourselves on delivering great value and efficient service, so it's wonderful to know that your experience reflected that. Helping travelers book smoothly and affordably is exactly what we aim to do.
We truly appreciate your feedback and hope to assist you with your future travel plans very soon!
Best regards,
TravelUp.
Last minute thought for a Spring trip and Wow what a price. Customer service was quick with answering my question. I will be back in the future.
Good evening, Nicholas.
Thank you for sharing your wonderful experience! We're so happy to hear that you found a great price for your last-minute Spring trip, and that our customer service was quick and helpful.
At TravelUp, we’re all about making your travel planning easy and affordable, no matter when you decide to book. We’re thrilled that we could meet your expectations, and we can’t wait to assist you again in the future!
Thanks for choosing TravelUp!
Warm regards,
TravelUp.
Booking was easy, except for the fact that I am told to use vouchers (!) when checking in. I did not have to do that for the past years.
Good evening, Renate.
Thank you for your feedback! We're pleased to hear that the booking process was easy for you. However, we do apologize for any confusion caused regarding the use of vouchers at check-in.
We understand how this might be a change from your previous experiences, and we appreciate you bringing it to our attention. Vouchers can sometimes be a requirement depending on the specific hotel or booking conditions, and we're always working to ensure that our customers have the smoothest experience possible.
If you have any concerns or need assistance with using your voucher, please feel free to reach out to us at hotels@travelup.com, and we'll be happy to help further.
We truly value your feedback and look forward to assisting you on your next trip!
Warm regards,
TravelUp.
First time using and was very easy to book. I was using Trivago and found the Hotel reservation at the best price.
Good evening,
Thank you so much for your wonderful 5-star review! We're thrilled to hear that your first experience with TravelUp was easy and that you found the best price for your hotel reservation.
We work hard to provide competitive pricing and a seamless booking experience, so it's fantastic to know we met your expectations. It's great that you chose us after comparing options on Trivago, and we’re so happy we could offer you the best deal.
We look forward to assisting you with all your future travel needs, and thank you again for choosing TravelUp!
Best regards,
TravelUp.
I booked and realized I booked the wrong dates. Emailed them to switch dates. Response I got back was I would have to pay the reservation in full and cancel. But the email confirmation I received after I booked my trip says I can modify/change dates. I responded to their email and still haven't received a response but the response needs to be I can change my dates without penalty as the email confirmations said.
Good evening, Mary.
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 sent two messages to customer service wanting an explanation of my room and why it wasn't booked the way I saw listed. No response!
Good evening, Richard.
Thank you for your feedback, and we sincerely apologise for the frustration you've experienced. We completely understand your concerns about not receiving a response and the confusion surrounding your booking.
We aim to provide the best possible service, and it’s disappointing to hear we didn’t meet your expectations in this instance.
Due to a higher volume of calls and inquiries, our response times have been impacted recently, but we can confirm that your case has now been resolved. We appreciate your patience during this time and understand how important timely communication is.
Should you have any further questions or need additional assistance, please don’t hesitate to reach out, and we will ensure it is addressed promptly.
Thank you for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.
Best regards,
TravelUp.
Easy and fast to resolve my problem, but to Brazilian the language it a little difficilt.
Good afternoon, Everson.
Thank you so much for your 5-star review!
We’re really glad to hear that your issue was resolved quickly and efficiently. Providing fast and reliable support is a top priority for us at TravelUp, and it’s great to know that our team was able to assist you effectively.
We also appreciate your feedback about the language barrier. We understand that travelling from different parts of the world can sometimes come with communication challenges, and we’re actively working to make our services more accessible and user-friendly for non-English speakers, including our valued Brazilian customers.
Thank you again for choosing TravelUp—we look forward to helping you with your future travel plans!
Warm regards,
TravelUp.
Easy booking process. Will def use again. Prices were excellent
Good afternoon, Walter.
Thank you so much for your amazing 5-star review!
We’re delighted to hear that you found the booking process easy and straightforward, and that our prices met your expectations. At TravelUp, we work hard to offer not only a smooth experience but also great value, so it’s fantastic to know we delivered on both.
It’s always rewarding to hear that a customer plans to use us again—your trust and satisfaction mean the world to us. We truly appreciate your support and look forward to helping you with your next adventure.
Thanks again for booking with TravelUp!
Warm regards,
TravelUp
I knew it was silly buying from a travel agency in the 21st century. They are an ineffective middle man who will make things far more complicated than they ever have to be.
Purchasing through their system caused a number of issues and by the time I checked out the flight had changed without it being made clear during the purchase process. Immediately after purchase I tried to manage my booking but they don't allow you to manage your flight online. I emailed them to change the flight got a reply later in the day saying that I had an hour to respond in order to change without fees. As I don't check my email that often I missed the boat and now they want to charge £400 for the change 25% of the ticket price.
Avoid the hassle buy directly from the airlines.
Good evening, Matheus.
Thank you for taking the time to share your feedback. We're genuinely sorry to hear about your experience and understand how frustrating this situation must have been for you.
We’ve reviewed your booking in detail and would like to clarify a few important points. The flight confirmation sent to you at the time of booking was generated by our automated system, which reflects the exact flight details selected by you during the purchase process. We can confirm that the itinerary ticketed matches the options you selected and agreed to at checkout, meaning there was no discrepancy or change introduced on our end.
Regarding your request to modify the booking, we sincerely regret the inconvenience caused by the limited time window for free changes. Unfortunately, the conditions for amending or cancelling a ticket are governed by the fare rules set by the airline, not TravelUp. These rules apply regardless of whether the booking is made through a travel agency or directly with the airline. In this case, the airline imposed a deadline for making changes without penalty, which we passed on to you as soon as we received your request.
We always aim to communicate these details clearly and promptly, but we understand that missing the email window added to your frustration. Your feedback has been shared with our team to see how we can improve communication around time-sensitive matters like these in the future.
We truly regret that your experience did not meet expectations and appreciate you giving us the opportunity to respond.
Kind regards,
TravelUp
Terrible. My reservation is not with the hotel and your support did not address any of my concerns or needs.
Good afternoon,
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
The booking was hassle free. Very easy to follow the instructions.
Good afternoon, Adrian.
Thank you for your wonderful review and for sharing your positive experience with TravelUp!
We’re delighted to hear that you found the booking process hassle-free and our instructions easy to follow.
Making travel planning as smooth and straightforward as possible is one of our top priorities, so it’s fantastic to know we achieved that for you. Your feedback reassures us that our efforts to simplify the booking experience are making a real difference.
We truly appreciate your support and look forward to assisting you with your future travel needs. Whether it’s a quick getaway or a once-in-a-lifetime trip, we’re here to help every step of the way.
Kind regards,
TravelUp
Very easy, great pricing. I received instant emails regarding the booking.
Good afternoon, Rob.
Thank you for taking the time to share your experience with TravelUp!
We’re delighted to hear that you found our booking process easy, our pricing great, and appreciated the instant email updates regarding your booking.
We completely understand your hesitation when trying a new company, especially after a previous experience with another agency. Your trust in us means the world, and we’re so glad that everything has been good so far. Rest assured, we’re committed to ensuring your trip goes smoothly, and our team is always here to assist should you have any further questions or concerns.
We’re thrilled to hear that you would consider using TravelUp again, and we look forward to helping you plan many more seamless trips in the future. Thank you for choosing us, and we hope your upcoming journey is nothing short of amazing!
Kind regards,
TravelUp
Easy and best price, I checked several other sites. This was for the same room.
I was not able to change the name on the overall booking or the name on the card, the website just automatically assumed that the first name on the booking was the one responsible for all of the other rooms and the one on the card!
Good evening,
Thank you for taking the time to share your feedback.
We sincerely apologise for the inconvenience and frustration you experienced while managing your booking. We understand how important it is to ensure all details are accurate and how this situation could have caused frustration.
After reviewing your reservation and conducting several tests on our website, we found no technical oversight. The website operates entirely based on the information provided by passengers at the time of booking. Before finalising the reservation, we sent you a booking confirmation to review and provide your consent, as we are not permitted to proceed without your approval.
Our records show that the names in the booking confirmation you approved match those on the final reservation. If there was an error in the provided details, declining the confirmation and contacting us would have allowed us to address the matter before finalisation.
That said, we can see that our Hotels Team has already forwarded this issue to the supplier on your behalf. We are actively following up and will get back to you as soon as we receive any updates.
We truly value your feedback and are committed to improving our services. Please do not hesitate to reach out if you have any further concerns.
Kind regards,
TravelUp.
I booked a flight with them at the start of August 2024, that flight was cancelled by the airline on 28th of August and I contacted them to get a refund. It is now January 2025 and I still haven't got my refund and haven't got any clear indication as to when I would be getting it.
First of all they are not refunding me the booking fee and admin fee which I think is very unfair because it wasn't my choice or in my hands that the flight got cancelled.
Also, I have been calling them and emailing them continuously throughout this 4 months and each time their answer is we're processing your refund.
Lastly, they clearly state that "Refunds are processed by us within 48 hours but can take 7-10 days to be returned to your account as these are subject to the timescales imposed by the card issuer." Which is completely false advertising.
And I know for sure that this is not the airline's fault because my sister was also booked on the same flight but through Lufthansa and they refunded her a week after it was cancelled.
I'd definitely advise against booking through them.
Good evening, Melika.
Thank you for sharing your feedback, and we sincerely apologise for the frustration and inconvenience you’ve experienced regarding your refund process. We understand how disappointing this situation has been, and we truly empathise with your concerns.
We would like to clarify that when you made your booking, you agreed to our terms and conditions. These terms explicitly state that regardless of whether a cancellation is voluntary or involuntary, an admin fee is required to process the refund, and the booking fee is non-refundable. While we understand your dissatisfaction with these charges, we are unfortunately bound by these terms, which apply uniformly to all bookings.
Regarding the delay in processing your refund, we regret to inform you that it is due to the airline's timeline for refunding canceled flights. Refunds are processed by airlines in the order they are received, and while we are actively following up, the pace of processing is beyond our control. It is important to note that different bookings and agents may experience varying timelines depending on the airline's process and workload.
Please rest assured that we are closely monitoring your refund request and will update you promptly once we receive the funds from the airline.
We value your feedback and will continue working to improve our services and communication. If you have further questions or concerns, please feel free to reach out.
Kind regards,
TravelUp
Your website doesn't work because it's in "maintenance", your support staff is completely unresponsive and unhelpful, and when I finally get a fed up with the experience, I'm charged a fee to cancel. Currently handling the situation via a dispute with my credit card to get a full refund
Good evening, Christopher.
Thank you for your feedback, and we sincerely apologise for the inconvenience and frustration you experienced.
We completely understand how this situation has impacted your overall experience with us.
Upon investigating your booking, we found that you contacted us regarding a date change to your reservation. Unfortunately, our website was undergoing maintenance at that time, which prevented you from making changes online. We truly regret any difficulty this caused.
Our representative provided you with the details of the cost involved in making the date change. As per your instructions, we proceeded with canceling the booking. However, we must reiterate that as stated in the terms and conditions agreed upon at the time of booking, any voluntary cancellation is subject to an admin fee in order to process the refund. Regrettably, this fee cannot be waived.
We are constantly striving to improve our processes and customer experience, and your feedback helps us identify areas that need attention. If you have any further questions, please don’t hesitate to reach out to us.
Kind regards,
TravelUp
Terrible so far, booked a resort through them over 24hrs ago, still no confirmation email even though site gave me a booking confirmation. I called and guy at help desk was rude. Currently over 24hrs later and I'm on hold trying to call again to find out why my booking still is not showing even though the charge showed on my account yesterday. E-mailed help desk twice so far no reply. Would never book through them again.
Good evening, Michelle.
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
Similar to other reviews I've read, TravelUp wat to charge the extortionate price of £459 to change my flight date due to an emergency at home. Looking on the airline website, a new ticket from them on the chosen travel date would be £338, so how can the charge to change be more than this? I know that TravelUp will respond that thay are following the airline policy and this is standard due to airline change ticket charge of £200 plus taxes and fees (how the taxes and fees are almost as much as a new flight is still a mystery to me) but this still doesn't add up to me. And the lack of empathy or slight willingness to help is astonishing. I would definitely never use this agent again and will book all future flight only trips direct with the carrier as there is no benefit at all using an agent it seems.
Good evening, Sara.
Thank you for sharing your feedback, and we sincerely apologise for the frustration caused by your experience.
We understand how distressing this situation must have been, especially given the emergency at home.
As you mentioned, the charges for changing a flight are determined by the airline’s policies, including their penalty fees and applicable taxes. These fees are entirely set by the airline and are beyond our control. If you have concerns about these charges, you are most welcome to confirm them directly with the airline for further clarification.
We strive to provide transparent information about all costs upfront and regret that this situation has left you dissatisfied. Your feedback is valuable, and we will continue working to improve our services.
Kind regards,
TravelUp
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
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- Suspicious reviews are flagged by our algorithms, moderators, and community members
Good evening, Dany.
Thank you for taking the time to leave us a review and for choosing TravelUp for your first hotel reservation!
We're so pleased to hear that the booking process was straightforward and met your expectations.
We’re always striving to make travel planning as simple and hassle-free as possible, so it’s great to know we delivered that for you.
We look forward to helping you with your future travel plans. Thanks again for booking with TravelUp!
Warm regards,
TravelUp.