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 found this site misleading. It seems designed to fool you into thinking you are booking directly.
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
I had purchased 4 premium economy tickets from TravelUp and due to CrowdStrike IT outage missed my flights at the check in back in June/2024. BA issued another economy tickets for next day and refunded the taxi fares etc within 4 weeks.
Well, over 6 months now still no refund from TravelUp on the delta of the x4 premium economy vs economy tickets! Both TravelUp agent and BA have confirmed they have made the refund but accounting team in TravelUp just is not capable to process the refunds. I need to keep fighting them!
Further more excuse from Travelup for not paying for over 6 months, last email suggested refund issued on 12/jan now its 5/Jan/25 another 6 weeks later no refund are made, no refund invoice is issue.
AVOID!
Good evening, Abhi.
Thank you for sharing your experience, and we sincerely apologise for the frustration and inconvenience you have faced.
At TravelUp, we strive to provide a seamless service, and we deeply regret the delays in resolving your refund.
To ensure we can investigate your case thoroughly and expedite the resolution, we kindly request you to email us directly at amin@travelup.com with your booking reference and any supporting documentation. This will allow us to track the status of your refund and address the issue with our accounting team promptly.
We understand how frustrating this has been for you, and we truly appreciate your patience while we work to resolve this matter.
Kind regards,
TravelUp
Easy to book and at a good discount. Hopefully it will be as smooth when i check in..
Good evening, Seta.
Thank you for sharing your positive experience with TravelUp!
We’re thrilled to hear that you found the booking process easy and were able to secure a great discount for your trip.
Our goal is to provide a seamless experience from the moment you book to the time you check in and beyond. Rest assured, we’re here to assist you every step of the way to ensure your travel is as smooth and enjoyable as possible.
Should you have any questions or need assistance before your trip, don’t hesitate to reach out to us. We truly appreciate your kind words and look forward to being a part of your travel plans in the future.
Wishing you a fantastic journey!
Kind regards,
TravelUp
Hello, how are you? I wanted to open a reservation for my reservation. When I arrived at the hotel, they couldn't find my reservation. After waiting a long time, I was surprised to be charged a resource fee (internet and other hotel services, in the amount of $52 per room. My reservation didn't say anything about this. By the way, they said that only Booking.com customers are exempt from the fee, meaning that I can no longer buy reservations with you. I will have to contact Booking.com.
Good evening, Andre.
Thank you for bringing this to our attention.
We sincerely apologise for the inconvenience you experienced during your hotel check-in. We understand how frustrating it must have been to face delays and unexpected charges, and we deeply regret any stress this may have caused.
At TravelUp, we strive to ensure all our customers have a seamless experience, and we take issues like this very seriously. While resort fees are often determined and charged directly by the hotel, we understand the importance of transparency and ensuring our customers are well-informed prior to their stay.
We would like to investigate your case thoroughly to understand why this fee was applied and why your reservation could not be located upon your arrival. We kindly ask you to email us at hotels@travelup.com with your booking details, including your reservation reference number and any supporting documentation. Our team will liaise with the supplier and the hotel on your behalf to resolve this matter promptly.
We value your feedback and want to assure you that we are committed to improving our service. Please allow us the opportunity to address this issue and regain your confidence in TravelUp.
Thank you for bringing this to our attention, and we hope to resolve this to your satisfaction.
Kind regards,
TravelUp
Quick and easy! Straight forward, easy to navigate and Travel up had the best deal!
Thumbs up.👍
Good evening, Tim.
Thank you so much for taking the time to share your wonderful feedback!
We’re thrilled to hear that you found the booking process quick and straightforward, and that our platform was easy to navigate. Making travel arrangements as seamless as possible for our customers is one of our top priorities, and your kind words reassure us that we’re on the right track.
We’re also delighted that you were able to secure the best deal for your trip with TravelUp. Offering competitive prices and great value is something we strive for, and it’s fantastic to know that we’ve met your expectations.
Your thumbs-up means a lot to us, and we’re committed to making sure your journey is just as smooth and enjoyable as the booking process. If there’s anything you need or any questions arise before your trip, please don’t hesitate to reach out to our team—we’re always here to help.
Thank you for choosing TravelUp, and we look forward to assisting you with your future travel plans!
Best wishes,
TravelUp
Booked tickets to US. Unfortunately couldn't travel due to my wife's mental health issues. Contacted travelup to cancel tickets. They said tickets are non refundable and asked me to send them cancellation request. And offered £35 travelup vouchers per ticket only. Where non refundable tickets still eligible for some tax refund. Which is equivialant to almost £115. I then got in touch with the airline, explained my situation. They asked to provide a doctor's note. But i had to go through travelup. Submitted the doctors note through travelup. The airline generously refunded all the tickets in full even the seat assignment fee. But travelup didn't miss the opportunity to charge me £50 in booking fee and £75 per ticket in cancellation fee. Total of £350. Quite a ripoff it is. They made money out of my situation. Normally they get only £50 in booking fees.But they did not consider my situation at all. I won't recommend anyone buying tickets from Travelup. Please avoid all travel agents and buy direct from the airline websites which with lots of other benfits.
Good evening, Naveed.
Thank you for sharing your feedback, and we are deeply sorry to hear about the challenging circumstances you faced.
We truly empathise with your situation and understand how difficult it must have been for you and your family.
At TravelUp, we always aim to provide support to our customers in every possible way. While we wanted to help you through this unfortunate situation, we are bound by the terms and conditions that were agreed upon at the time of booking. These terms explicitly state that regardless of whether a cancellation is voluntary or involuntary, an admin fee is required to process such requests. Additionally, the booking fee is non-refundable as per the terms.
We understand how frustrating this must have felt, especially given the compassionate response from the airline. Please know that we do not take these situations lightly and make every effort to ensure that our policies are as transparent as possible at the time of booking.
Your feedback is invaluable, and we will certainly take it into consideration as we continuously work to improve our services and customer experience. While we were unable to waive the fees in your case, we remain committed to exploring ways to better assist our customers during exceptional circumstances in the future.
Thank you for your understanding, and we sincerely hope your wife is on the path to recovery. Should you have any further questions or require assistance with future travel, please don’t hesitate to contact us directly.
Best regards,
TravelUp.
I accidentally booked the wrong dates (due to automatic settings, wanted same night and it was set 2 weeks in future) and tried to work through your website to adjust my booking. It would not recognize my booking number, and I had no recourse.
Good evening, Angie.
Thank you for sharing your feedback, and we are truly sorry to hear about the difficulty you encountered when trying to adjust your booking.
We completely understand how frustrating this situation must have been, especially when dealing with time-sensitive travel plans.
Please allow us to clarify that all necessary contact information, including our phone numbers, is provided in the booking confirmation email sent at the time of reservation. We regret if this detail was missed or if there was any confusion in locating the information.
To address your concern promptly, we kindly request you to email us at hotels@travelup.com with the updated dates you wish to book. Our team will review your request and assist you in making the necessary changes as quickly as possible.
We value your feedback and will review our system to ensure smoother usability in the future. Your experience highlights areas where we can improve, and we are committed to working on those aspects to serve our customers better.
Thank you for bringing this to our attention, and we hope to resolve this matter swiftly for you.
Best regards,
TravelUp
Five days after making a reservation, I still can't access it on the website. Two days ago, customer service informed me that the website was under maintenance, but it's still not working.
Good evening, Leyla.
Thank you for sharing your feedback, and we sincerely apologise for the inconvenience you experienced while trying to access your reservation.
We completely understand how frustrating this situation must have been, and we truly regret any stress it may have caused.
Our website was temporarily under maintenance during this time, which unfortunately affected access to some reservations. We are sorry this impacted your ability to manage your booking efficiently.
To assist you further, we kindly ask you to check the two confirmation emails we sent at the time of booking, which contain the relevant details for your reservation. If you still cannot access your booking using this information, please don’t hesitate to reach out to us at hotels@travelup.com. Our team will investigate this matter and ensure it is resolved promptly for you.
We value your feedback and are working diligently to improve our systems to prevent such issues from occurring in the future. Thank you for your patience and understanding as we address this matter.
Best regards,
TravelUp
I have arrived to Sheraton Hotel, front desk employee wouldn't accept to check me in until I pay them extra $200. Very bad experience
Good evening, Mudher.
Thank you for sharing your feedback with us.
We sincerely apologise for the inconvenience and frustration you experienced during check-in at the Sheraton Hotel. We completely understand how this situation could have been upsetting, and we regret that it impacted your stay.
After investigating your case, we would like to clarify that the additional $200 charged by the hotel was for the resort fee. This fee is a standard charge applied by many hotels and is collected directly by the property at check-in or check-out.
We strive for transparency, and the information regarding resort fees is clearly stated on our website and included in your booking confirmation. For future reference, we kindly request you to review the booking details carefully to ensure you’re fully aware of any additional charges that may apply at the property.
We deeply regret any inconvenience caused and appreciate your feedback, as it helps us improve the clarity of our communication. Should you have any further concerns or need assistance, please don’t hesitate to reach out to us at hotels@travelup.com.
Thank you for choosing TravelUp, and we hope to assist you with a smoother experience in the future.
Best regards,
TravelUp
I booked a flight with Travel Up in October 2024. On the same day, I discovered through the Turkish Airlines website that the flight had been cancelled due to operational issues. Travel Up never informed me of this cancellation.
I contacted Travel Up within 24 hours of booking to notify them and requested a full refund. I was assured in writing that the refund would be processed within 8 to 10 working days.
It has now been almost 3 months, and I am still waiting. Despite multiple follow-ups, Travel Up continues to stall, mislead, and avoid issuing my refund. They know exactly how to drag things out – even when dealing with credit card companies like AMEX. **AMEX cannot protect you from Travel Up!** Don't fool yourself!
This company's practices feel like a scam. Even with clear confirmation of the cancellation from the airline, they refuse to take responsibility. I followed every step correctly, but Travel Up has done everything possible to block my refund.
I strongly advise against booking with Travel Up. Your money is not safe, and they will find any excuse to delay and avoid refunding you. They do not follow European regulations and will waste your time until you give up chasing your own money.
**STAY AWAY! YOU ARE NOT PROTECTED!**
Good evening,
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
If I could give them less than 1 star I would. I wanted to change my payment method and they basically told me I'd need to lose my initial payment and then rebook with my desired method of payment.
Will not use them again for anything.
Good evening, Robert.
Thank you for taking the time to share your feedback.
We are truly sorry to hear about your disappointment and understand how frustrating this experience must have been for you.
We would like to take this opportunity to clarify the situation. Once a reservation is booked and the tickets are issued, the mode of payment cannot be changed, as this is a restriction imposed by the airline’s ticketing and payment policies. You contacted us after the tickets had already been issued, and at that point, the only way to alter the payment method would have required canceling the reservation. Unfortunately, as per the fare rules set by the airline, the tickets were non-refundable, making this option unsuitable.
We deeply regret any inconvenience caused by this policy and assure you that we aim to provide clear communication about such restrictions during the booking process. Your feedback is invaluable to us, and we will review how we can improve our processes to make such scenarios clearer in the future.
We truly hope you will consider giving us another chance in the future so we can provide you with a much smoother experience. Should you have any further questions or concerns, please don’t hesitate to contact us directly.
Best regards,
TravelUp
I was smooth and easy to navigate the website.i would use the site again.
Good evening, Lindsay.
Thank you for sharing your positive experience with us!
We're thrilled to hear that you found our website smooth and easy to navigate. Your kind words and feedback mean a lot to us, as we constantly strive to create a user-friendly platform that makes booking travel as seamless as possible.
We’re delighted that you’d consider using our site again, and we can’t wait to assist you with your future travel plans. Whether it’s for a quick getaway or a dream vacation, we’ll be here to make the process as straightforward and hassle-free as possible.
If you ever have any questions or need assistance, please don’t hesitate to reach out to us. Wishing you wonderful adventures ahead!
Best regards,
TravelUp
I booked a queen suite plus balcony. The room I got is on first floor no balcony.
Good evening, Cindy.
Thank you for taking the time to share your feedback.
We’re pleased to see your positive rating, but we’re sorry to hear that the room provided by the hotel did not match what you had originally booked.
At TravelUp, we strive to ensure that our customers receive the exact accommodations they select. In this case, the discrepancy seems to have occurred at the hotel’s end, and we sincerely apologise for any inconvenience caused.
To help resolve this matter, we recommend contacting the front desk team at the hotel to address the room allocation. If they are unable to assist, please reach out to our dedicated customer service team at hotels@travelup.com with your booking details. We will gladly investigate this with the hotel and do our best to assist you in receiving the room type you reserved.
Thank you for choosing TravelUp, and we hope we can provide you with a seamless experience in the future.
Best regards,
TravelUp
Overall great experience, was very easy to book. I gave a 5 out of 5 but some feedback I would like to provide is to be just a little more clear with the guest name portion when adding names to the resort. Customer Service did respond to my question very quick and helped clear up any confusion I had but I did panic once I did try to go back to update and the booking was not able to be found.
Good evening, Andrew.
Thank you so much for your wonderful 5-star review!
We’re thrilled to hear that you had an overall great experience with TravelUp and found the booking process easy and seamless.
We also truly appreciate your constructive feedback about the guest name portion when adding names to the resort. We understand how important clarity is during the booking process, and we’ll be sure to review this aspect to ensure it’s even more user-friendly in the future.
We’re also glad to know that our customer service team was able to quickly address your concerns and provide the assistance you needed. Your input about the booking not being found later is valuable, and we’ll work to enhance this area to avoid any panic or confusion for our customers.
Thank you for choosing TravelUp, and we look forward to serving you again for your future travel plans!
Best regards,
TravelUp
Awesome site and was easy to navigate for me and I appreciate that.
Good evening, Jeffrey.
Thank you so much for your fantastic 5-star review!
We’re delighted to hear that you found our website easy to navigate and that it provided a smooth experience for you. Your appreciation means a lot to us, as we strive to make planning and booking your travel as straightforward and enjoyable as possible.
Should you ever have any questions or need assistance with your future travel plans, please don’t hesitate to reach out to us. We’re here to ensure your experience remains just as seamless every time you book with us.
Thank you for choosing TravelUp, and we can’t wait to help you with your next adventure!
Best regards,
TravelUp
My first time was quick, easy and convenient, I would recommend Travelup to others.
Good evening, Stacy.
Thank you so much for taking the time to leave such a glowing 5-star review!
We're thrilled to hear that your first experience with TravelUp was quick, easy, and convenient. Knowing that you would recommend us to others is one of the highest compliments we could receive.
We’re dedicated to providing hassle-free booking experiences, and your feedback assures us that we’re on the right track. Should you need any assistance or have any questions for your future travel plans, our team is always here to help.
We look forward to assisting you again and making your next booking just as smooth and enjoyable. Thank you for choosing TravelUp, and we wish you safe and exciting travels ahead!
Best regards,
TravelUp
The options were clear and easily understood. The website made it easy for me to filter my search
Good evening, Kerice.
Thank you for your fantastic 5-star review!
We’re thrilled to hear that our website made it easy for you to find what you were looking for. We aim to provide a seamless and user-friendly experience, so it’s great to know that the options and filters were clear and helped you in your search.
Your feedback is incredibly valuable, and we’re grateful for your support. Should you need any assistance with future bookings, don’t hesitate to reach out—our team is always happy to help!
Thanks again for choosing TravelUp, and we look forward to assisting you with your next travel plans.
Best regards,
TravelUp
It was easy and simple to make. The cost was perfect for the up coming trip
Good evening, Noel.
Thank you so much for your wonderful 5-star review!
We’re thrilled to hear that the booking process was easy and simple for you. It’s great to know the cost fit perfectly with your upcoming trip, and we’re happy to have been part of your travel plans.
At TravelUp, we strive to offer our customers an effortless booking experience combined with great value, so your feedback means a lot to us. If you need any assistance with your travel arrangements or have any questions, feel free to get in touch—we’re here to help!
Wishing you an amazing trip ahead!
Best regards,
TravelUp
Our flight was cancelled so we missed the hotel reservation.
We tried Many time to cancel the reservation but Travel Up did not recognize our confirmation code.
Extremely disappointed in the whole experience. We will never use Travel Up again.
Good evening, Sheldon.
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
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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 evening,
Thank you for your feedback, and we sincerely apologise for any confusion caused.
We understand how frustrating this must be. However, we would like to clarify that on every page of our website, it is clearly indicated that you are booking through TravelUp, not directly with the hotel. Additionally, we ensure that the option to book with TravelUp is presented before finalising the reservation.
We apologise if this information wasn’t as clear as it should have been and, in all sincerity, we recommend having your vision checked, as we strive to present transparent details throughout the booking process.
We appreciate your comments and will continue to improve our service.
Kind regards,
TravelUp