TravelUp

Buenas tardes Pablo.

¡Gracias por tomarse el tiempo para dejarnos una reseña de 4 estrellas! Estamos encantados de saber que tuvo una experiencia positiva con nosotros y realmente apreciamos sus valiosos comentarios.

Entendemos la importancia de tener una aplicación eficiente y fácil de usar, y trabajamos constantemente para mejorar la experiencia del usuario. Se toma nota de su sugerencia sobre cómo mejorar nuestra aplicación para hacerla más fácil de usar y se compartirá con nuestro equipo de desarrollo. Siempre estamos buscando maneras de servir mejor a nuestros clientes y sus comentarios nos ayudan a lograrlo.

Si hay alguna característica o cambio específico que le gustaría ver en nuestra aplicación, no dude en compartirlo con nosotros. Valoramos sus conocimientos y estamos comprometidos a brindar el mejor servicio posible.

¡Esperamos poder ayudarle con sus planes de viaje futuros y ganarnos esa quinta estrella!

Un cordial saludo,
TravelUp.

Good morning,

We are very disappointed to hear you have had a negative experience with TravelUp. Our services continue to be very busy, as they have been since Covid in the UK began.

If you wish to discuss this further you can call the team on +1 646 844 9197. If you cannot wait on the line to speak to our hotel admin team, please email us at hotels@travelup.com.

We apologise for any delays in response, our team continue to be inundated with requests.

Kind Regards
TravelUp Team

Good afternoon, Penny.

Thank you for your feedback, and we're truly sorry to hear that you were disappointed with your experience.

We completely understand how frustrating it can be to see additional charges that weren’t expected. At TravelUp, we aim to be as transparent as possible with pricing, and to clarify — any applicable taxes and resort fees are clearly displayed on the final checkout page before you confirm your booking. This is done to ensure customers are fully informed before proceeding.

To be completely honest, if you found the total cost unclear or misleading, we’re unsure why you chose to finalise the booking. On the final page, a detailed cost breakdown is presented, and by continuing, you provided your consent to proceed with the total amount shown.

That said, we do take your feedback seriously and will continue to review how we present pricing to make sure it’s clear and easy to understand. We’re sorry your experience didn’t meet expectations and hope you’ll reconsider using TravelUp again in the future.

Best regards,
TravelUp

Good evening, Ali.

Thank you for sharing your feedback, and we’re genuinely sorry to hear about your recent experience.

We understand how frustrating and disappointing it must have been to notice an error in your name after booking, especially when you were confident that the details entered were correct. We truly empathise with the inconvenience this caused and the urgency with which you tried to resolve it.

After thoroughly reviewing your case, we can confirm that the booking was made directly through our website. For all online bookings, the information entered during the reservation process—including passenger names—is automatically transmitted to the airline system. Unfortunately, there is no margin for error with this data, as it forms the basis for ticket issuance. We do not make any manual changes to names or details during the booking process.

As part of our standard procedure, a booking confirmation is sent immediately after the reservation is made, giving passengers the opportunity to review and confirm all details. In this instance, we can see that you provided consent for the booking confirmation, and based on that, the tickets were processed and issued accordingly.

When you reached out to our customer support team, the tickets had already been issued, which is why any correction had to follow the airline’s fare rules. In such cases, we are bound by the airline’s policy, and the charges quoted for cancellation or correction are determined by them, not by us. Our team provided you with the best available option based on those guidelines.

We’re truly sorry that the resolution didn’t meet your expectations, and we appreciate you bringing this to our attention. Your feedback helps us continue to improve the clarity and efficiency of our booking process.

Kind regards,
TravelUp