WheelsUpReviews 49

All of the negative reviews are 100% correct. I am author on a book review tour and have three charter companies. I have missed three important book tours as a result of Wheels Up delaying the departure up to 12 hours due to what they seem to always comfortably lean on as their excuse - namely - maintenance problems. I have not had these issues with the other charter company. If these incidents are really related to mechanical problems then I applaud their decision however I believe they are related to their inability to accommodate short travel routes. I will never ever use them again and suggest you look at the other options out there. It's one thing to have delays and it's another thing when they claim to have superior customer service and they do nothing to help you with the situation.

They started off really good for the first couple of years we were members, but left us high and dry on the last three trips. When you see 'Wheels Up' in your caller ID the night before your trip, I assure it's not good news. Plus, they claim they will try to find you a charter aircraft to substitute, but we found out that's not true at all. Several charter brokers showed us how the 'flight board' works around the country and they may only try one time. We cancelled, just no longer any trust.

Won't repeat what others have written though I appreciate their time and effort in doing so.

Truly awful at 20 times the price of commercial.

70% of flights delayed or cancelled including one where my 90 year old mother was stranded in 90 degree heat for an 8 hour delayed departure with no where to go.

Two positive points: pilots have been great and small terminal facilities are good.

Other than that (expensive) junk. Will not be renewing in February when my current contract is up.

I had a contract with Wheels Up for several years. Each trip I booked with Wheels Up became increasingly frought with service issues, culminating with my final trip (before terminating my contract and seeking a refund of my outstanding balance) after Wheels Up reassigned our assigned aircraft for a father's day weekend family trip and would not provide a recovery option within 48 hours. After 48 hours they provided a recovery aircraft that had to return to the airport shortly after takeoff due to a mechanical failure. 3 days later we still had no confirmed option with Wheels Up so I made alternative arrangements with another provider. Wheels Up offered no compensation and bounced me around like a pin ball for over 1 month post booked trip when I sought some redress. Ultimately Wheels Up leadership told me that if I was disappointed with their service then I should take my business elsewhere--so I did.

We were previously with Delta Private Jets and enjoyed wonderful service and convenience. Since Wheels Up has taken over its been problem after problem including canceled flights, delayed flights and airport changes just 5 hours before the flight. It defeats the entire purpose of private air travel if it looks and behaves the same as commercial. All of this with increased prices and increased limits on usage. The demand is high right now due to all the cheap money, but eventually the unacceptable service will ruin this company.

Planes never have wifi and are always delayed hours. Why pay tens of thousands of dollars for such a terrible experience. I highly recommend finding a different company to charter with. You will get frustrated beyond belief. Stay away!

One signs with a charter company to avoid the hassle and unpredictability of flying commercial. You don't get that anymore with Wheels Up. I've been a member for a number of years, and before the Pandemic, they were a good company. Now they have forced me to cancel, or at least delay, three of my last four flights. I will do what I can to cancel my membership.

It's been three weeks now and I have still NOT gotten my money back for the flight they cancelled and could not recover due to mechanical. This is despite having written correspondence with a client service rep telling me in writing they were going to refund me. I'm shocked that a company that is 25% owned by a major airline and publicly traded can't process a timely refund.

The worst customer service ever. In 3 flights we have town one was delayed 2 hours coming from Hopkins to Cuyahoga country and the second flight the pilot went off the runway to "avoid geese" and the plane was not flyable. They left us and our 6 children in the middle of nowhere overnight and my husband has health issue and was without his medication. For 3 weeks now we have been trying to get a response from management but to no avail. They have no concern for the time and well being and safety of their customers. I would fly spirit before using them again.

Each time we use WU, there is a significant delay. It has become the norm rather than the exception. One maintenance issue disrupts their fleet, causing far too many disruptions than is acceptable. Their crews are always kind, but they fail miserably in customer service and operations.

We bought a card and out of 6 flights, 5 were either delayed multiple times, or they wanted to change airports or totally cancelled flight. Reasons: runway to wet to land, too many planes in the air, flight crew, mechanical troubles, plane stuck in tarmac, etc.
For the money, horrible, horrible service. Better off flying commercial, at least you have a better chance of arriving to your destination on time.

They consistently cancel flights booked weeks in advance only hours before take off. They cite "maintenance issues" which of course are impossible to confirm

I am shocked Delta airlines lets their brand be associated with such a poor performing service. All four of my last 4 flights had delays or errors. Customer service unprofessional and petulant as if they are doing the customer a favor by fixing delays they have caused. Generally, the options are either commercial, multi-hour delays (8 hours on one incident) or drive 2 hours to new airport. I was an early investor in Wheels Up but do not believe this model will last. You cannot charge a premium for high service event and then consistently fail. I would recommend first trying other private options.

Horrible company. Someone here said it, responsive when they want money, but can't get anything after that. We have used their flights twice. The first time we were delays for 7 hours in the Dallas aiport without any notification. We only recieved an email after our flight was supposed to depart that our flight was delayed. Again, 7 hours and only communication was an email AFTER the departure time

On our most recent flight, was called 12 hours before the flight and was told there was a 50/50 change of a fuel stop. The flight was booked MONTHS in advance. When asked if I can upgrade to a bigger plane to avoid the chance of a fuel stop, was told cannot change within 24 hours. Again, they had months to notify me of this possibility (no passenger or bag changes were made) but waited until there was no chance of change. Then on the day of the flight, I recieved a call 1 hour before the flight informing me that the flight was delayed 4 hours due to scheduling. Our trip was the same weekend as the Masters Golf Tournament and was told that has caused scheduling strain. The Masters has been scheduled this weekend for YEARS.

There are MULTIPLE other issues we have had as well

There is no reason to use this company, there are multiple better options when it comes to private aviation and at this price point, excuses don't mean anything

Unfortunately, a very good concept with a pathetically poor execution. I wonder how Delta airlines lets their brand be associated with such a poor performer.
Unable to keep schedules of flights booked two weeks in advance. It is only comparable to a third world airline service.
Eventually their stock price will catch up with their performance record.
Highly do not recommend it.

PILOTS AND PLANES ARE GREAT BUT ADMIN IS A MESS!

-OPERATIONS DON'T RETURN CALLS WHEN TRYING TO BOOK
-OPERATIONS LINE SOMETIMES DON'T ALLOW TO LEAVE A MESSAGE
-WITH $100,000 ON ACCOUNT I'M TOLD I DON'T HAVE ENOUGH FUNDS TO BOOK A FLIGHT
-NOW LOCKED OUT OF ACCOUNT FOR NO REASON. SAYS I'M "INACTIVE"
-CANCELLED FLIGHT BUT PILOTS SHOWED UP ANYWAY

Wheels up is owned by Delta and is beginning to act like a regular airline. Bad service and super expensive. There are much better and just as safe services out there that I am exploring.

Do not sign up with this company. It's been three days and our flight still has not arrived. Do I need to say more.

Well, since being forced to join after DPJ merger. We are batting about 60% regarding WU actually delivering an aircraft for our trips. Last week, we had another "maintenance event" which caused WU to cancel our flight. It was 1.5 hours before scheduled take off. No commercial fights available and no other alternatives offered. We had to drive 11 hours to our destination, and unfortunately, missed some important family obligations.

We were with Delta private jets and loved their customer service and level of rapid communication. Signed over to wheels up. First flight was delayed several hours with no communication. I had to keep calling.
Do not use this company!'