TravelUp

The booking experience was not great. We are booking from Dalian-Shanghai-San Francisco and on the booking website it allows us to check two luggages at first flight and no need to re-check in at Shanghai. After we made reservation, a customer service representative gave me a call and said the first flight only allows 1 luggage and if you have additional baggage, gotta pay and check with the airline directly about the policy. Also he said we would have to pick up the luggage at Shanghai and check luggage in again for the flight to SFO. It's absolutely not written while we booked the ticket. Then I request to refund the money and buy through the airline. The representative changed his mind and offered to double check with the airline. After 5 mins, he called back and told me that I'm off the hook of paying extra for the second luggage and no need to check in again between the flights. I'm just very confused that why they had to waste my time before checking with the airlines. And after requesting refund, they can go out of their way to make it happen as they promised initially. Not going to use this app again. It's my first time booking thought travel up, but not a good experience.

The original hotel we booked ended up not being available and a much lower tier hotel was offered in its place. We had no option but to accept, but are not happy about the switch.

Don't go anywhere near this company.We are still waiting for a refund for over a year. Customer service is non existent. Save your money and go elsewhere!.

After a problem with the payment of a ticket, I tried to use their 'click here to try your payment again'-function as forwarded to me in the booking confirmation. However, I received a completely different ticket. Although having proof of the differences of the ticket indivcating a glitch in the booking-system, they demanded an insane amount of money for changing it and/or cancelling it.
WILL NOT RECOMMEND

This company is a fraud! Took our money, sent us "fake booking information" like we had a ticket but didn't actually book the ticket with the airline!

My reservation has been cancelled after they took my money. I never got a refund. They said 100% charges due to non-refundable and non-changeable terms and conditions.

AVOID AVOID AVOID - they are liars and thieves. If you have been unfortunate to have had your holiday/flight cancelled due to COVID then these scammers will not refund you anything. Do Not Book with them! I have been trying since Sept 2019 to get refund on cancelled flights. They ignore emails and will not speak to you on the phone. You wait in call queues for ages only to be cut off after 40./50 mins. PLEASE DO NOT THROW AWAY YOUR HARD EARNED MONEY BY RISKING IT WITH THESE SCAMMERS

V poor- the online presence is v unclear- could not work out about insurance or seat booking or checking a bag- v basic needs. Also managed to completely wrongly book my return trip as unclear… had to pay almost $100 to change it which is RIDICULOYS

They cancelled my reservation and I'm still waiting for the refund.

I paid the total amount but they cancelled my reservation with no reasons.

Do not book with them

Booked a flight with 2 friends for August with each person's cost over £900, unfortunately I just lost someone and unfortunately wouldn't be able to make the trip. Called TravelUp and tried explaining and no empathy whatsoever telling me I could only get £57 OUT OF £900 if i wanted a refund or re-schedule a flight BETWEEN NOW AND THE TRAVEL DATE (BURIAL BEING TRAVEL DATE - HOW CAN I BE POSSIBLY THINKING OF WHERE TO TRAVEL TO AT THE MOMENT WITH WHAT HAS JUST HAPPENED). Tried explaining I wasn't in the right mental space to be thinking of where to go to at the moment with what just happened. But no they (Eddie) wasn't interested and started speaking flippantly and making smirking sounds despite me not being rude in any way or even shouting. TERRIBLE TERRIBLE

I make reservation. Paid. Got confirmation. 2 days later, got an email that the fare was withdrawn and I'll get a refund. I checked. The fare is still there. This company is not legit.

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.

Booked tickets and then rang straight away to cancel due to very high cancellation fees compared to other companies but was told will have to pay £75 p/p admin cost pkus £30 booking fee. I did all work by booking tickets online and not yet even received etickets so whats £75 p/p admin fee and £30 booking fee for? Ive managed to cancel before with other companies before etickets were issued and got full refund but TRAVELUP are trying to scam me. Spoke to their advisor who pretended to be supervisor then later denied he wasnt a supervisor and wasnt bothered when i told him that i will be taking this matter further. AVOID THESE SCAMMERS AT ALL COST.

Appalling company - never again would I use them. BA cancelled our flights some weeks ago. Tried every way to contact Travelup - no way of getting though by phone. Emails ignored, their own contact forms ignored. Email direct to CEO ignored but then he is very busy trying to blame everyone else rather than sort his own miserable company out. Finally got to speak to someone after a forty minute wait, took all my details and the n said he would have to put me through to another department - after a ten minute wait on hold listening to the glowing adverts about how great this dismal company is guess what phone cut off. No one phoned me back - what a surprise. Started again today and I finally spoke to a real helpful person. He admitted that nothing had been done over the weeks I had emailed and sent contact forms.He emailed me back to confirm that at last Travelup have submitted a request to BA for a cash refund but don't expect anything for 4-6 weeks and please don't email back for 6 weeks! Add to this Travelup have now introduced retrospective changes to their T&Cs so that they can deduct a fee of £50 to cover admin costs.The worst customer service I have ever experienced.- NEVER AGAIN WILL I USE THIS COMPANY. One star only because I cant give lower grading

After several days of phone calls and emails I finally got through to Travelup and spoke to Kamran who is apparently dealing with my case advised that I cannot get a refund and can only reschedule which was a lie. Kamran claimed he was sat with a customer and promised he will call back soon as he is done. He must be having one long conversation because it's been 21 hours and I'm still waiting. I spoke with Emirates they have cancelled my ticket and advised the agency will refund me without charge.

Like I mentioned in my tweet if I was a betting man I would put my money on getting through to my Grandma quicker than Travelup on the phone and she passed away over 5 years ago. Travelup seen as you guys love your # please change your Profile/Bio on twitter from #ZeroFaff to #100%Faff and add another 2 #RipOff and #Fraudsters. You should keep #UpYours it's the perfect # for Travelup.

I booked our 4 flights to Cuba on the 12/08/19, our flights cost me £2950, We were meant to fly on the 02/04/20, I have written 2 times to cancel because of the Coronavirus, once 72 hrs before we were meant to fly and again the day before we were meant to fly, I followed travel up instructions about emailing them, travel up have not contacted me at all, Ba had already cancelled our flights on the 1st April, I am going to email them again today from my personal email not their contact form so that I have proof of emailing them, really really fed up with this company and their serious lack of customer care.

I am honestly very disappointed with this company and feel completely let down that skyscanner let these scammers gain customers via themselves. Me and my partner booked to go to Italy and obviously coronavirus has prevented us from going. We are now 3 days away from the departure date and have had no communication about a refund that we are entitled too. After spending hours on their phone lines at a premium rate may I add, racking up bills of over £40 just to try and speak to someone. Sending countless emails without a response and communicating with them via twitter to be fed more lies and false promises. After 3 hrs on the phone and getting cut off, I was very unhappy. When finally getting through on the phone, having someone being so blatantly rude to you and not wanting to listen to anything, wasn't the customer service I would expect for anyone. I got told I'd be called back, didn't happen. I got told I'd be priority in emails... how they can promise that I don't know but again hasn't happened. We will never ever use this company again and advise everyone against using them unless you want the stress and upset of not getting a refund, having no help or any form of customer service.

We booked a hotel through Travel Up far in advance. The booking was confirmed immediately, but upon contacting the hotel directly several days later, we found out that no actual reservation existed with the hotel itself. By pure accident, we discovered that "by mistake" we were placed into the adjacent cheapest section of the hotel, which actually cost almost $1K less than the most expensive one we paid for. (Hotel is huge and consists of several sections-individual hotels under the same brand)
We contacted Travel Up and that's when the usual "bs" began: "oh, we are sorry, it will be fixed in 3 days", "we are working with our providers and let us assure you, you will be placed into the correct hotel in no time" blah. Blah. When we asked, that may be the reservation should be cancelled, they responded, they would refuse to refund the full amount, explaining, that our reservation was confirmed( oh, really?)
Such an email exchange was going on for almost 2 months!, every time they would promise us, the case would be resolved any day now. Finally, after we realized, we were being blatantly scammed, we just filed a credit card charge dispute, which obviously was resolved quickly and in our favor

The bottom line: Travel up is not a trustworthy company and seems to be involved in unethical practices.

Stay away!