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
Credit card 48 hr lock due to price increase during booking! Bad policy!
The absolute rudest people I have ever dealt with in my life. I am usually not one to leave any kind of review but this was beyond socking. A website that dosn't work an app that doesn't let you manage your booking. Rude email responses with incorrect information and customer service members on the phone telling me to stop talking raises their voices telling me I have no common sense and generally being up helpful. I wanted to book an extra leg room seat that is all. An absolutely shocking experiences.
Good evening, Conor.
Thank you for taking the time to share your experience with us.
We are deeply sorry to hear about the difficulties and unprofessionalism you encountered. This is certainly not the standard of service we aim to provide at TravelUp.
Please accept our sincerest apologies for the issues you faced with our website, app, and customer service. The behavior you described is completely unacceptable and does not reflect our commitment to customer care.
To investigate this matter further and address your concerns, could you please provide us with your booking reference number and any additional details by emailing us at admin@travelup.com? This will enable us to look into your experience more closely and take appropriate action.
We appreciate your feedback and are committed to improving our services to better serve our customers. Thank you for bringing this to our attention.
Best regards,
TravelUp.
Fast, simple, easy, great price, straight forward information without any hassle
Good evening, Tino.
Thank you so much for your wonderful 5-star review! 🌟
We’re thrilled to hear that you found our service fast, simple, and easy, with great prices and straightforward information.
At TravelUp, we strive to make your travel planning experience as seamless and hassle-free as possible, and it’s fantastic to know we succeeded in delivering that for you. Your positive feedback is truly appreciated and motivates us to continue providing excellent service.
If you have any more travel needs or questions in the future, please don’t hesitate to reach out. We look forward to assisting you with your next journey!
Thank you for choosing TravelUp.
Best regards,
TravelUp.
My booking experience was easily one of the most frustrating I've ever had. I get to the hotel and they say they were booked and my reservation was not registered. I get at the hotel at 11PM, they are calling other hotels and I join them as well until 3AM for one that's available in NYC on a Saturday night. I was floored, tired, and wanted to rest after a long day of travel and playing back to back gigs. This wasn't a pleasurable way to end the night.
Airline cancelled flight 2 days before our departure, notified TRAVEUP in good time. They failed to notify us so stranded at airport having to re-arrange our own flight. Contact numbers given not available over weekend and on Monday morning after 9:00am phone line was answered but ending up in Pakistan with very rude person, continually speaking over me.
HONESTLY DONT RISK BOOKING WITH THE COMPANY.
Good evening, Mark.
Thank you for taking the time to share your experience with us.
We are truly sorry to hear about the difficulties and frustration you encountered with your hotel reservation. We understand how exhausting and stressful it must have been, especially after a long day of travel and performances.
Please accept our deepest apologies for the inconvenience you faced. This is certainly not the level of service we strive to provide at TravelUp. We empathize with the discomfort and frustration you experienced during your stay.
To address this issue and investigate what went wrong, we would appreciate if you could provide us with more details about your booking. Please email us at hotels@travelup.com with your booking reference number and any additional information related to your experience. This will help us look into the matter thoroughly and work towards a resolution.
Thank you for bringing this to our attention. We are committed to improving our services and ensuring a better experience for our customers in the future.
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.
Booking was quick and easy, the rate was the best available, and check-in at the hotel was smooth.
Good evening, Antonio.
Thank you so much for your fantastic 5-star review! 🌟
We’re thrilled to hear that you had a quick and easy booking experience and that you found the best available rate through TravelUp.
It’s wonderful to know that your check-in at the hotel went smoothly as well. We strive to ensure every part of your travel experience is as seamless and enjoyable as possible, and we’re delighted to hear we succeeded in delivering that for you.
If you have any more travel needs or if there's anything else we can assist you with in the future, please don’t hesitate to reach out. We look forward to helping you with your next journey!
Thank you for choosing TravelUp.
Best regards,
TravelUp.
I have paid for two rooms and they booked me for one, very shady operations!
Good evening.
Thank you for bringing this matter to our attention.
We are very sorry to hear about the issues you encountered with your booking.
We have reviewed your records and can confirm that our representative contacted the supplier on your behalf, and two rooms were indeed booked for you. We understand that there may have been some confusion, and we apologize if this was not clearly communicated.
If you are still facing any issues or if there’s anything more we can assist with, please let us know. We are here to help and want to ensure that your concerns are fully addressed.
Thank you for your understanding, and we appreciate your patience as we work to resolve this matter.
Best regards,
TravelUp.
Great experience. Very quick. Great prices. Easy to read website. I didn't receive my email telling me that everyuthing went through okay. I am trying to print a voucher, but can't.
Best price we found available. We found it easy to book online.
Good evening, Brenda.
Thank you so much for your kind review! We’re thrilled to hear that you found the best price with us and enjoyed an easy online booking experience. At TravelUp, we strive to provide competitive rates and a user-friendly platform, so it’s great to know that we were able to meet your needs.
Your feedback is invaluable to us as we continue to refine our services and ensure our customers have a smooth and enjoyable experience from start to finish. If there’s anything we could do to make your next booking even better, we’d love to hear your thoughts. We are always eager to learn from our customers and enhance the TravelUp experience.
Thank you once again for choosing TravelUp, and we look forward to assisting you with your future travel plans. Please don’t hesitate to reach out if you need any help or have any questions—we’re here to make your next journey just as straightforward and rewarding!
Warm regards,
TravelUp.
Well booking ok. As far as having to talk about my experience. Having to type a response. Sucks. Bad reviews. Told free cancelation. Tried to cancel 1 day after making reservation. Told there is a 94 dollar fee to cancel... wtf...
Good evening, Mike.
Thank you for your feedback, and we appreciate you taking the time to share your experience. We’re glad to hear that your booking process was satisfactory, but we’re sorry to learn about your frustration regarding the cancellation fee.
We strive to provide clear information about our policies, including fees associated with cancellations. As stated in our terms and conditions, which were presented at the time of booking, cancellations are subject to an administrative fee. This policy is in place to cover the costs associated with processing changes or cancellations to your reservation.
We understand that these fees can be disappointing, especially when expecting a free cancellation. However, it is always our intention to be transparent with our customers, and the terms were agreed upon when the reservation was made.
If you have any further questions or need additional assistance, please don’t hesitate to reach out to our customer service team. We’re here to help and are committed to making your next experience with TravelUp a positive one.
Thank you once again for your feedback and for choosing TravelUp. We value your business and hope to have the opportunity to better serve you in the future.
Kind regards,
TravelUp.
Not much info on confirmation. No room type or description. I am wary.
Good evening, Brian.
Thank you for sharing your feedback with us. We’re sorry to hear that the confirmation details you received were lacking in information, specifically regarding the room type and description.
At TravelUp, we strive to provide clear and comprehensive information in our confirmations to ensure that our customers have all the details they need for a smooth travel experience. We regret that we did not meet these expectations in your case.
Please be assured that we take your feedback seriously and will use it to improve our services. We are committed to enhancing the clarity and completeness of our confirmation details.
If you have any additional concerns or need further assistance, please reach out to us directly. We’re here to help and hope to have the opportunity to provide a better experience in the future.
Thank you for bringing this to our attention.
Best regards,
TravelUp.
The booking was easy and the price was great. No issues booking
Good evening, Andrew.
Thank you for your fantastic 5-star review! We’re delighted to hear that you found the booking process easy and the price great.
At TravelUp, we strive to provide a seamless booking experience with competitive pricing to ensure our customers have a smooth and satisfying experience. It’s wonderful to know that we succeeded in meeting your expectations.
Your positive feedback is greatly appreciated and motivates us to continue delivering excellent service. If you have any questions or need assistance with future bookings, please don’t hesitate to reach out.
Thank you once again for choosing TravelUp. We look forward to assisting you with your next travel adventure!
Best regards,
TravelUp.
I normally us Vacations 2 Go, but wanted to give TravelUp a chance. After a minor problem and calling CSR and getting it resolved, I'm pretty happy.
Good evening, Mike.
Thank you for your wonderful 5-star review! We’re delighted to hear that you decided to give TravelUp a chance and that, despite a minor issue, our customer service team was able to resolve it to your satisfaction.
At TravelUp, we aim to provide excellent service and a smooth booking experience, and we’re thrilled that you are happy with the outcome. We appreciate your willingness to try our services and your positive feedback about our customer support.
If you have any further questions or need assistance with future bookings, please don’t hesitate to reach out. We’re here to help and look forward to assisting you again.
Thank you once again for choosing TravelUp. We hope to continue earning your trust and providing you with great travel experiences.
Best regards,
TravelUp.
Easy great customer service great prices I'm retired/ disabled veteran
Good evening, Chris.
Thank you for your outstanding 5-star review! We’re delighted to hear that you found our service easy to use, our customer support great, and our prices competitive.
We deeply appreciate your feedback, and it’s an honor to serve our valued customers, including retired and disabled veterans. Your satisfaction is incredibly important to us, and we’re thrilled that we could provide you with the quality service you deserve.
If you have any questions or need assistance with future bookings, please don’t hesitate to reach out. We’re here to help and look forward to assisting you again.
Thank you once again for choosing TravelUp. We wish you all the best and hope to have the pleasure of serving you again in the future.
Best regards,
TravelUp.
The site seems cumbersome and slow. I had to reset my responses several time because they suddenly disappeared.
Good evening, Peter.
Thank you for taking the time to provide your feedback. We’re sorry to hear that you found our site cumbersome and slow, and we apologise for the inconvenience you experienced with your responses disappearing.
We understand how frustrating it can be to face technical issues during the booking process. Your feedback is invaluable to us, and we will look into these concerns to improve the functionality and speed of our site.
If you encounter any further issues or have additional suggestions on how we can enhance your experience, please don’t hesitate to reach out to us at admin@travelup.com. We are here to assist and ensure that your future interactions with us are seamless.
Thank you for bringing this to our attention, and we hope to have the opportunity to provide you with a better experience next time.
Best regards,
TravelUp.
My plans changed within 1 day and I was still charged almost 10 dollars. Everything else was ok.
Good evening, Lee.
Thank you for sharing your feedback with us. We apologize for any inconvenience you experienced due to the charge after your plans changed.
We understand how frustrating it can be to incur a charge, especially when plans change quickly. However, as clearly mentioned in the terms and conditions of your booking, the booking fee is non-refundable. This is why you were charged $9.69, even though the cancellation occurred within a day.
We’re glad to hear that everything else went smoothly with your booking. If you have any further questions or need assistance in the future, please don’t hesitate to reach out. We value your business and hope to have the opportunity to assist you again under better circumstances.
Best regards,
TravelUp.
Great. Really simple to complete and navigate the site! I would definitely recommend this site.
I was satisfied with my booking experience and would use this service again
Good evening, Patricia.
Thank you for taking the time to share your feedback. We’re thrilled to hear that you were satisfied with your booking experience and that you would consider using our service again.
At TravelUp, we strive to provide a smooth and enjoyable booking process, and it's rewarding to know we met your expectations. Your satisfaction is our top priority, and we look forward to assisting you with your future travel plans.
If you have any suggestions or if there's anything more we can do to make your next experience a 5-star one, please feel free to let us know.
Thank you for choosing TravelUp!
Best regards,
TravelUp.
Very easy, I thought though what we were doing was just booking but it took the whole payment more fees to come I understand
Good evening, Karen.
Thank you for your review! We’re pleased to hear that you found our booking process easy to navigate.
We apologize if there was any confusion regarding the payment process and additional fees. We strive to make all charges as transparent as possible and clearly outline all costs during the booking process. Your feedback is valuable to us, and we will review this to see if we can make this information clearer for future users.
If you have any further questions or need assistance, please feel free to reach out to us. We appreciate your understanding and look forward to serving you again!
Best regards,
TravelUp.
I canceled 24hrs after the booking took place and 10 days before the booked dates, so it was not a last minute cancellation. Travel up charged an outrageous fee of over $117 usd of "administration charges". This amount represented almost 50% of the total resevation.
Good evening, Mariana.
Thank you for reaching out and sharing your feedback. We are truly sorry to hear about your experience and the frustration it has caused.
We understand that cancellation fees can be distressing, especially when they seem high. Upon reviewing your case, we found that the terms and conditions you agreed to at the time of booking clearly outline that an administration fee would apply in the event of a cancellation. The fee of $113, which was charged, aligns with these terms and conditions.
We apologise if this was not clearer at the time of your booking. Please note that the fee structure is in place to cover the costs associated with processing cancellations, and unfortunately, we must adhere to these policies as outlined.
We strive to make all our terms as transparent as possible to avoid any misunderstandings, and your feedback will be taken into account to improve our communication.
If you have any further questions or if there's anything more we can assist you with, please don’t hesitate to contact us.
Thank you for your understanding.
Best 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, James.
Thank you for sharing your feedback with us.
We’re sorry to hear about the difficulties you experienced with our booking process and the issues with your credit card. We understand that having a 48-hour lock due to a price increase can be frustrating, and we apologize for any inconvenience this has caused.
Your feedback is crucial to us, and we will review our policies and procedures to better address these concerns and improve our service. We also regret that you had to wait on the phone, and we are working to enhance our customer support to provide quicker resolutions.
Thank you for bringing this to our attention. If you have any further concerns or need assistance, please feel free to reach out. We appreciate your patience and hope to have the opportunity to serve you better in the future.
Warm regards,
TravelUp.