Review Time
Well, I booked a flight with TravelUp, but due to a booking details issue, I unfortunately had to cancel and re-book another flight, as advised by the travel consultant. I was advised that I would receive a refund in 3-5 business days, which I waited for, but there is still no refund. I have tried reaching the agency, but calls won't go through. @travelupcustomerservice, I would really appreciate a timely refund.
Terrible customer service, my flight was booked for today with Etihad, the 2nd of march which has been cancelled due to the issues in middle east. I’ve been trying to get through for the past 10 hours. The call line cuts automatically after an hour, no one picks up the phone. Terrible company do not trust
Update: Got through on the out of hours number provided, connected me to an agent he was of no help, told me to wait for the morning the customer service team will get back to me and he can’t help me with anything. Extremely disappointed.
Search engine through skyscanner , my flights was booked through TravelUp
Had a smooth experience booking with TravelUp. Got a good deal on flights to Canada, and the process was straightforward. Ticket issued quickly, and got clear confirmation. Haven't flown yet, but fingers crossed! 😊
Flights were a good price, but paying was problematic. We couldn't pay on our Amex card, despite it being offered as an option and then using Amex via Paypal was over £300 more so we had to revert back to paying by a card.
After aer Lingus cancelled our September flights to Orlando I was advised by travel up to email them the message from AER Lingus showing the cancellation which I did. Was assured someone would get back to me within a week then could take 3 to 4 weeks for my refund. Instead heard nothing for 10 days until I received an email at 4pm on Saturday the 14th February saying there was a deadline of 16th February to reply and confirm my request for a refund which I had now done twice already. Also called them and was an hour and 20 minutes on hold to make sure they had received my email to then get an email today asking me again to confirm I am requesting a refund and that once processed it could take 5 to 6 weeks not the 3 to 4 I was originally informed. To add insult to injury the email also informs me that I am losing my £100 booking fee for a flight that has been cancelled out of my control plus an extra £50 handling fee for any cash refund. Utterly fed up and annoyed. Will not use this company ever again if this is how things are handled.
I am beyond frustrated with my experience using TravelUp to book the AC Hotel by Marriott Arlington National Landing. Despite having paid in full, Marriott has absolutely no record of my reservation. I spent ages with a Marriott chat agent who ignored my previous answers only to tell me to "contact the third party"—the very party that is now ghosting me.
I fell for TravelUp’s high Trustpilot rating, but that was clearly a mistake. I have reached out for support multiple times and have received zero communication. I’m currently left wondering if the rooms I paid for even exist. Avoid this headache and book elsewhere.
I received an email on Friday from the airline telling me a flight had been cancelled. I emailed TravelUp immediately and received no reply. On Saturday I spent 2 hours on hold to speak to a representative. I received an email offering me an alternative flight which I replied to immediately. I have not received any confirmation that the flight has been rebooked. My emails are still unanswered. I am now on hold again and have been for almost an hour - now twenty-sixth in the queue. This is awful. It is so stressful. I wish I had never heard of this company.
I would never willingly use this company again. We booked flight tickets thinking we had got a great deal, and admittedly I can’t fault the prices shown by this company. However we noticed after booking that we had unfortunately spelt a middle name wrong on the booking and also missed out one middle name. We promptly (the same day) emailed travelup and filled in a name amendment form on their website. We then spent 2.5 fruitless hours on hold attempting to get through on the phone. They have attempted to call me back at anti social hours (after 11pm at night) but never during the day time when a person might actually be awake. There have been numerous exchanges over email, each as unhelpful as the last where they have tried to advise me that the names do not need to match or it won’t matter, yet any other source will advise it is imperative any names on tickets are identical to those in a passport. I have repeatedly asked if these can be amended, a fairly simple request which has still not been fulfilled. I have for the last 3 days spent hours on hold and have finally today managed to get through on the phone. I was only on the phone for about 5 minutes with a very unhelpful individual before the phone was cut off. The website clearly states
“If there is a minor error after you have placed a booking, please use the Contact Us form to alert us of the correct spelling.”, which I have done to no avail.
The stress and anxiety and wasted hours on what should have been something that is easily resolved is obscene. The company has been so unhelpful and done nothing to rectify the problem.
Avoid booking with this company!
Completely unsatisfactory experience. I've attempted to reach out several times about the airline indicating a change in flight times that needs their confirmation. They haven't responded to any of my emails, and it takes nearly an hour to connect with customer support. When I finally did get through, they promised to send me the confirmation email, but I still haven't received it.
I arrived in the early hours for a flight only to discover at the check-in desk that the one-way flight no longer existed. I had checked the PNR the day before, and the flight itinerary was visible with a confirmed seat. When I contacted the airline, they had no record of any confirmed booking, only a reservation that was never finalized. After sending numerous emails to the complaints department, I have received no response. This travel agency feels like a scam. I strongly advise against booking with them. I will be escalating this complaint to the platform that directed me to the booking site and am considering legal action.
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