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'm still waiting for the Hotel confirmation number. I called the hotel and nothing is on records.
A multi flight booking was purchased with Travelup March 23, during May 23 Travelup confirmed the cancelled sector Las Vegas to New York flight we were informed the alternative options either full cancellation with full refund (less £50 there admin charge, not our fault but there terms!) or as there was no further option by the airline to carry on and pay to book a flight with another airline for the loss sector and recover the cost refund on completion of our holiday (Nov 23) we chose to book direct with United Airlines at extra cost.
We contacted Travelup upon return to start the refund process end of Nov 23 now after 11 weeks with continued excuses of "sending an alert to the relevant dept" and " to receive your funds within 3-5 days" still no refund after there policy was 4-6 weeks.
After emails now with 4no customer services dept persons we have no resolution, at present no refund the process has been shambolic please avoid this company despite how cheap they are.
Good evening, Gary,
Please accept our apology for the delay in acknowledging and addressing your concern.
We understand the inconvenience it has caused therefore our team are already working on this issue and will be in touch with you through email with an update.
Please write to us at - hotels@travelup.com and share your booking reference number, for us to investigate accordingly.
Regards,
TravelUp
I found a great price on a hotel so I booked. Next day, I check my email and see the date is NOT WHAT I ENTERED the day before. I assumed that due to this error (NOT MY ERROR) I could switch the incorrect date with the date I entered. So after emailing the appropriate department, Travelup states my booking is no refundable...I explained that there is an error with the date that I entered and the date they booked me for to which I was met with a confusing email saying they're going to get a hold of the hotel and hopefully this can be resolved and then the next line said that my booking was live and cannot be changed. I emailed again requesting why the hell this is my problem when clearly I entered the correct date and I received nothing back so I paid for a hotel room with a date I did not request and I can't get a refund and this was not due to my error and I would not recommend anyone use the service for any reason at any time. Ever. It's ridiculous and I have since looked around at different prices and I get a lot better price through the hotel directly. I would avoid this little company at all costs.
Good morning, Jacqueline,
We are sorry that you are dissatisfied with the way we handled your concern.
At TravelUp, we do not engage in any wrongdoing or illegal practices. All amendments are made based on the fare rules of the booking or governed by the airlines policies or hotel supplier.
Please write to us at - hotels@travelup.com and share your booking reference number, for us to investigate accordingly.
Regards,
TravelUp
Didn't recognize information for card, plus it gave the hotel a more higher rating that what it actually is.
Good afternoon, Nathan,
We are sorry to learn about the challenges you faced online, due to the payment gateway.
In general, our inventory changes at a regular interval as the fares are dynamic in nature. The fare you were expecting must have been sold out during the processing of your booking, hence you were offered the updated fare as per real-time availability.
We hope you will give us another chance in the future to assist you better.
Regards,
TravelUp
Didn't recognize information for card
It's strange to me that my booking was done by a company in Europe. Even more strange is the fact that in a digital world I have to present a printout to confirm my reservation at the hotel. I have no way to confirm my reservation other than a piece of paper that says I have two rooms reserved at a hotel. I have faith in the process though.
Good afternoon Martin,
We are sorry that you are dissatisfied with the way we handled your concern. We will take your feedback into consideration as we move forward in our work. At Travelup, we follow standard guidelines and do not engage in any unethical practice within the business.
If you find any difficulty or challenge hereafter, our team is readily available to help and guide you at hotels@travelup.com.
Regards,
TravelUp
I just booked a $6k hotel reservation for Puerto Vallarta for 9 nights. The cost seems reasonable so I was very excited about it. After putting in all of my personal and credit card info, it gave me an error message with confirmation number for the hotel reservation and states it may not have gone through. It states that one of the option may be to go back and try to book another stay but after reading all of the negative reviews here, I'm concerned this may be a scam and I will be billed for the first transaction. I did email the company so hoping to get it cleared. I will update this post.
Good morning, Van Baker,
We are very sorry to hear that our service did not meet your expectations.
Therefore, we have reviewed your case and after a thorough investigation, we can assure that it is not scammed but due to availability issue, the original booking did not go through. Hence, our team have emailed you with the details if you shall wish to proceed. Please check your email and coordinate with us accordingly.
We have also taken into account of your review and have sent them to the corresponding department to continue improving and increasing the quality of our services.
We apologize for the inconvenience and any related inconvenience.
Regards,
TravelUp
I did not receive a correct confirmation. Had to call the hotel for that, could not download a voucher that it said I had to use, will not use this
Site again.
Good evening, Janell,
Please accept our apologies for the challenging experience with us. We want to do everything we can to make it right for you. Your feedback is important to us and your frustrating experience with us will be investigated, and we will be taking adequate measures to rectify the issue.
Please write to us at - hotels@travelup.com and share your booking reference number, for us to investigate accordingly.
Regards,
TravelUp
The airline cancel the trip, but I paid 735 euros and just want to give me back 18 euros, its impossible, since Augoust 2023 im trying to get my money back and they didnt reply me propertly. Seems like a scam page just took my money. The only thing that they can say is you need to choose a refundable ticket, yes but I didnt cancel the flight the airline did it, so it must return the money. Please do not use TravelUp is a scam page.
Good evening, Ricardo,
Please accept our apologies for the challenging experience with us.
We want to do everything we can to make it right for you, hence we checked the record, and see that you were assisted by one of representative. However, your feedback is important to us as we take all the reviews seriously and use them as an opportunity to deliver the quality expected.
Thank you for taking the time to share your experience with us!
Regards,
TravelUp
Only after the completion of the hotel stay (or at least after checking in to the hotel room) can I make a comment on this experience of using your website to book a hotel room. How can I make a review before the service is used?
Good evening, Sarath,
Thank you for the 3-star rating.
Please note, we recommend all our customers to leave their review, about their experience, post completing the booking with us, as it helps in improving the quality-of-service level. However, we will be even more delighted to read your comments and look forward to hearing about your experience regarding your stay, once you check out the property.
We appreciate your valuable time.
Regards,
TravelUp
Sad to say I would never use them again. I had to change the date within 72 hours because of a work meeting. When I tried to rebook our hotel, the price was now $900+ more for the same 7 days. I checked directly with the hotel and their rate was $560 less than Travel Up. I told Jacob to match it or cancel it. After a few more blah blah emails from Jacob, I finally got canceled. A rip off and not at all a nice experience.
Good evening, Kevin,
We are sorry that you are dissatisfied with the way we handled your concern. We will take your feedback into consideration as we move forward in our work. At TravelUp, we follow standard guidelines and do not engage in any unethical practice within the business. All amendments are made based on the terms & conditions of the booking or governed by the suppliers.
Thank you for sharing your experience with us. We apologise for the inconvenience caused.
Regards,
TravelUp
Can't download and print voucher! Tried multiple times. Redirected to other sites. Please correct or tell me how to do it
Good evening, Alan,
Please accept our apologies for the challenging experience with us.
We want to do everything we can to make it right for you, hence we checked the record, and see that you were assisted by one of representative. However, your feedback is important to us as we take all the reviews seriously and use them as an opportunity to deliver the quality expected.
Thank you for taking the time to share your experience with us!
Regards,
TravelUp
Can't download and print voucher! Tried multiple times. Redirected to other sites. Please correct or tell me how to do it
The dates I searched were the 18-20, but when I got to the confirmation page, the dates had somehow changed to the 25-27! Something in their system seems to be off, but it's been quite difficult to try to work with them to change the dates to the correct dates that I'd originally searched; all the while they're telling me it's "non-refundable".
Good evening, Aimee,
Please accept our apologies for the challenging experience with us regarding the check-in date and check out dates.
We want to do everything we can to make it right for you, hence we checked the record, and see that you were assisted by one of representative. However, your feedback is important to us as we take all the reviews seriously and use them as an opportunity to deliver the quality expected.
Thank you for taking the time to share your experience with us!
Regards,
TravelUp
Booking for calgary and the site was easy to understand and seamless.
Good afternoon Yasmin,
Your 5* review made our day.
The kind and honest review does not go unnoticed, and the team here at Travelup will be thrilled to see this.
We look forward to assisting you in the future.
Regards
TravelUp,
Booking was easy but I realized after the fact that I booked the wrong hotel, I have tried to contact customer service by email but still no response
Good morning Paul,
We are sorry to learn about the challenges you faced.
We aim to provide the best possible customer satisfaction and would like to take the opportunity to rectify this situation and make it right for you.
However, we have found that one of our dedicated members of the team has already sent you the essential correspondence regarding the cancellation request you have been seeking to go ahead.
Please write to us at hotels@travelup.com so one of our team members can assist you.
Regards,
TravelUp
Great price, easy process! What more can you ask for!
Good morning, Yosef,
Thank you for the 5*review.
We are glad you liked our online booking procedure and found the website great and easy to use.
Thank you for your booking with us. We wish you and your family a Happy Prosperous New Year ahead.
Regards,
TravelUp
When I booked with Travel Up, when I tried to pay for my ticket, I got an error message that they couldn't process my card (not sure why). So then I booked my ticket directly through the airline, and got a confirmation right away. Fast forward two days later, I get a confirmation from TravelUp that they processed my transaction. I immediately replied (within 3hrs of the email) requesting a refund, and have heard nothing from them. I'm afraid that I will have to dispute the charge with my credit card company.
Good morning Andrea,
We are sorry to learn about the challenges you faced.
We aim to provide the best possible customer satisfaction and would like to take the opportunity to rectify this situation and make it right for you.
Please write to us at admin@travelup.com so one of our team members can assist you.
Regards,
TravelUp
I was asked to pay a deposit of $30 and 20 minutes later the full amount came out of my account. Then when I tried to contact customer service, there wasn't any. Then I realized the dates did not match up of my purchase. Please refund the full amount to my account.
Good morning Ashley,
We are sorry that you are dissatisfied with the way we handled your concern. We will take your feedback into consideration as we move forward in our work. At Travelup, we follow standard guidelines and do not engage in any unethical practice within the business.
Please write to us at - admin@travelup.com and share your booking reference number, for us to investigate accordingly.
Regards,
TravelUp
It was very Painless and also very quick -- no issues.
Good evening, Thomas,
Thank you for your 5-star rating. Your feedback is appreciated.
Regards,
TravelUp
Very easy! Site was very easy to navigate. Best prices!
Good morning, Dorothy,
Thank you for the 5*review.
We are glad you liked our online booking procedure and found the website great and easy to use.
Thank you for your booking with us.
Regards,
TravelUp
Very respectful and helpful the agent was very caring of my needs as a guest
Good afternoon Szabolcs,
Thank you for praising the work of our team. Our team member will be happy to receive such appreciation from a valued customer like you.
We are looking forward to assisting you with future bookings.
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, Pedro,
We apologise for any inconvenience caused due to the delay in sending the confirmation of your booking. However, we checked the record, and it was sent on 26thFeb to your registered email.
Your feedback is important to us as we take all the reviews seriously and use them as an opportunity to deliver the quality expected.
Thank you for taking the time to share your experience with us!
Regards,
TravelUp