T M.

I booked and paid for connecting flights in March for travel in November. In August I was notified by Travel up of a schedule change to the first of my return flights which would result in my missing the connection for the second flight. I was offered a change to the previous day or the following day but neither of these options worked for me. I asked for a rebooked flight on the same day or a refund but was told a rebooking was not possible, and due to airline rules I could not get a refund for just the rescheduled flight. I contacted the operating airline myself and was told that they would always grant a refund for a rescheduled flight. When I went back to Travel up with this inormation I was told that my ticket was issued by a third party airline and their terms and conditions applied and not the carrying airline! There is no mention anywhere in the booking process of a third party airline. Eventually after a month of frustrating communication with Travel up via a "customer service" rep with quite poor English skills, and despite having been informed by the consumer advice bureau that Travel up could not rely on the terms and conditions of a third party who were not party to my contract with Travel up, I agreed to a full refund for all the flights involved in the booking and was told it would take 6 weeks to process! When I aske for confirmation of the value of the full refund I was informed of deductions for Travel ups administration charges and that processing the refund may take 8weeks! It is now October and Travel up have been in possession of my money since last March and still no sign of my refund. It is hard to believe that any company can operate with such abysmal service levels and worse that such a blatant disregard for consumer protection law are allowed to continue. I can only say that if you have to swim or crawl on your knees to your destination it would be preferable to having anything whosever to do with Travel Up