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
Friendly app, good price and found my specific choice
Everything went very smooth during my reservation. Easy step by step
Good afternoon Fernando,
We are grateful and do appreciate you taking the time to share your 5* reviews with us.
We are glad you enjoyed our product & services seamlessly.
Thank you for your compliment. Have a great day ahead.
Regards
TravelUp,
Terrible customer service.
Change conditions without informing.
Stuck in hospital they say they help then they dont.
Avoid these folks.
Good afternoon Mark,
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
This is the second time using TravelUp's and we are satisfied again.
Good evening, Alana,
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
Easy to make reservation and to check in! Great location. Safe hotel.
Good evening, Elizabeth,
We are excited that you have had a great experience while booking your preferred property online and your check-in was smooth and easy. Our team works very hard to ensure we deliver our best services.
Thank you for your compliment. Have a great evening ahead.
Regards,
TravelUp
I was happy to see they had my hotel and dates available to reserve!
Good evening, Katherine,
Thank you for your 4-star rating. Your feedback is appreciated.
Regards,
TravelUp
I booked a hotel on them at 2am local time for that night due to local weather. Despite changing the date to the right date and them accepting it they booked for the following day. I immediately called them and they confirmed that their system didn't book it as requested so they canceled it. They then said it was nonrefundable. I protested and they said they would call the hotel to request permission for a refund and put me on hold. They came back after a few minutes and claimed they called the hotel front desk and didn't get refund permission. At that time I was standing at the front desk talking to the manager. I was on speaker phone so the manager heard and identified himself then tried to confirm the number they called called the correct number, they refused. He offered to call them and they refused. The hotel has been trying to help me get this fixed but 5 days later I am still being billed. At least the hotel manager has been find enough to provide documentation to help me dispute the charge with the credit card company.
Good morning Dustin,
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 -hotels@travelup.com and share your booking reference number, for us to investigate accordingly.
Regards,
TravelUp
They advertised and I purchased a refundable hotel reservation, and when I called to request a cancelation they refused to issue the refund. They were not very helpful and closed the case with no resolution.
Good morning Jacqueline,
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. All amendments or cancellations are made based on the rules of the booking or governed by the hotel's policies.
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 feel free to reach out via email at - hotels@travelup.com
Regards,
TravelUp
So far so good, it was uncomfortable for me to not book directly with the hotel.
Good morning, Sue,
We are grateful that you chose to give us a 5* rating with your valuable time.
Our team enjoys doing what they do because of customers like you. Your review has made our day.
Thank you for your compliment. Have a great day ahead.
Regards,
TravelUp
Easy to use easy to use the website to book everything i needed
Good afternoon, Victoria,
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
Fast and easy. All the process was completed in few minutes.
Good afternoon, Donerys,
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 bad experience. Post the confirmation and payment is done, reservation is cancelled. Also money is not refunded. Very bad experience.
Good afternoon Pallavi,
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 hotels@travelup.com so one of our team members can assist you.
Regards,
TravelUp
The site is easy to navigate. And there was a delay in getting 1 of 2 confirmation emails.
The agent I spoke to you by phone was very effective and professional, got it resolved in a minute.
Good afternoon, Sasan,
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
Great pricing and efficient service so far so good
Good afternoon, James,
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
Booked tried to cancel and nada Still need a refund
Good afternoon David,
We are sorry to learn about the challenges you faced.
However, 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 hotels@travelup.com so one of our team members can assist you.
Regards,
TravelUp
Ended up paying for the room at check in because Best Western attempted to cash voucher but it was declined. Still waiting on
Travel up to respond to my complaint
Good afternoon Mr. Ruddy,
We are sorry for the challenges you have been through.
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, our dedicated team is reviewing your concern and shall get back to you for a conclusive resolution hereafter.
If you are further willing to find more clarity, we request you to kindly email us your query on hotels@travelup.com.
Regards,
TravelUp
Super low prices! Easy site to navigate and find deals!
Good morning, Terence,
Thank you for the 5*review.
We are glad you liked our online booking procedure and found the website price low and good.
Thank you for your booking with us.
Regards,
TravelUp
The service was good and I was able to speak to a customer service person on the phone in a timely manner.
Good morning, Calvin,
Thank you for sharing your 4-star review.
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 with your hotel voucher and will be in touch with you through email with an update.
Please write to us at - admin@travelup.com and share your booking reference number, for us to investigate accordingly.
Regards,
TravelUp
I tried to cancel my hotel booking 2 months before our trip to avoid any charges and didn't receive any confirmation, so a month before the trip i attempted to cancel again and never received confirmation. After two attempts they never got back to be to cancel so my card was charged 100% if the trip.
Dear Ms. Frausto,
It is unfortunate to see that you had a challenging path reaching out to us. We apologies for the inconvenience caused you. However, we have checked and found that one of the dedicated members of our team has been corresponding with you and has also advised you about the respective refund you have been expecting against the cancellation request.
We will request you to kindly reach out to us if you seek more clarity on the same at hotels@travelup.com.
Kind Regards
TravelUp,
First time trying this site. I didn't know what to expect. Quick booking, reasonable priced, would use again.
Good morning, Valeslia,
Thank you so much for sharing your 4* feedback about our service.
We are glad to hear that Harley Winget's performance exceeded your expectations regarding your trip. We will make sure that our representatives receive the recognition she deserves.
Thank you for your compliment. Have a great day ahead.
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 afternoon Mayra,
Thank you for the 5*review.
We are glad you liked our online booking procedure and found the price great and easy to use.
Thank you for your booking with us.
Regards
TravelUp,