Overview
TravelUp has a rating of 3.2 stars from 1,645 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with TravelUp most frequently mention best price, easy process and hotel room. TravelUp ranks 10th among Discount Travel sites.
Instant Feedback
Booked a trip in January through Travel up. I get an email a week before the trip, after I'd already been charged, telling me that the hotel is not available. These jokers are scam artists!
Please Please don't use this travel up it's the worst thing that you can ever imagine 1 the they did a hotel reservation for my sister took her money and cancer the reservation because they did not have a room available for me they make the reservation took my money and I called the hotel the reservation was in somebody else's name so I am still waiting for my money.
I made a reservation on Friday for the middle of November, and I have not received any kind of reservation confirmation via email. My credit card has been charged but I do not see anything Proving that I have a reservation
Impossible to get through to, none of my online booking codes worked I couldn't change or cancel my flight and then they try to charge me 75GBP to change fight even tho I had literally just booked it. Rude criminals
I have been waiting three weeks to get my refund on the hotel that I did not find acceptable your representative at your company continues to state he is waiting on a written response but I will get a full refund on the hotel has already refunded my deposit but I have yet as of today receive my 250 for that you all have taken out of my account. I am going to file a dispute with my bank to get the Funds back that is owed to me I would appreciate a response so I can get the money that's owed to me
Dear Lavette,
We are sorry to hear your hotel visit was not up to standard. We are very sorry you have experienced delays whilst waiting for a response. This has mainly been due to a higher number of requests due to COVID-19 but mainly the time it takes to hear back from our supplier.
We are glad to see you have been refunded now and the issue is resolved.
Kind regards, TravelUp team
Zero Stars! The Customer Service of travelup is not answering emails for days. It was a simple Service sending a Secure payment link for a Flight change. Since 3 days we are waiting for s respond, called the Customer service and they promised us that the responsible admin officer will send us the link the Same day. Nothilfen happened. I am shocked by the way Travelup is treating me as a customer because it is Important to confirm the Flight change as we have to Book our corespondance Flight. It is a simple Email with a payment link, Travelup even earns Money with that. If you Need assistance regarding booking management Travel up is a desaster
Good afternoon,
Thank you for notifying your concern to us. We profusely apologize for the inconvenience caused you. We have made a note of your feedback and shall share this with our designated team.
Your concern is of utmost priority, therefore, one of our team members will look after your query as we are sharing your request with our team.
If you are further looking to discuss things, we request you to kindly write your concern to us at admin@travelup.com.
Team Customer Relations.
Hi Everyone,
I recommend you not to book anything from this website. Their Customer Service is pathetic. My flight got cancelled and they asked me to arrange alternative with the airlines by myself and when i did it by spending more than €300 calls. They said there is airlines restrictions which is not true. The airlines arranged the alternative and put in my reservation and travelup just need to re issue ticket and following was their reply:
Please note that we have again check the Airline policy. Unfortunately, as per the Airline policy we cannot offer you the flight which you mentioned in your previous email.
Please note that as we have already informed you about Airline restrictions but if you still have any issue regarding our customer service, so you need to send us a separate email at *******@travelup.com.
Furthermore, we need your confirmation to process the partial refund of your tickets. If airline would mark you no-show, we won't be able to take responsibility for any inconvenience.
If anyone needs any evidence than please contact me and i will provide you all emails screenshots and conversations.
But save your happiness and family with such travel companies.
Good morning,
We profusely apologize for the inconvenience caused you. We have made a note of your feedback and shall share this with our designated team.
Since, our confirmation email sent out to the customer specifically requests to check the status of your booking with the airline directly well before 48 to 72 hours prior to the outbound and inbound flight’s departure times so that any cancellation, revision or change in the itinerary, could be updated to you by the airline with an immediate effect of its resolution as well. Therefore, we advised you to directly communicate with the airline.
However, honoring you the option of your suitability over the cancellation, lies under the complete discretion of the airline as they did not approve of the request, we made on behalf of you.
If you are looking to discuss things or the assistance you require, we request you to kindly send us an email at admin@travelup.com.
Kind Regards
TravelUp Team
I get to this webpage through Trivago.com. Among all the others options, Travel Up has the best price; even best price than the hotel webpage. The process was fast, easy and all charges were detailed. We definetely has all the information required before taking a decision.
With all of the Covid-19 going on in the US, me and my family canceled our trip to Vegas. Mind you our hotel is closed until further notice and the company refuses to give us all of our money back. It's a shame.
I just notice that I want to change reservation or cancel I have to pay a fine. This is not cool. Everybody else I deal with allow me to make a change or cancel 72 hr prior.
I guess this is the only time I am using TravelUP. No one wants to be finded for something that all other 99.9 other sources don't do. 1st time and last time. You ask your self. " HOW DO KEEP CUSTOMERS COMING BACK?" Not by fining them because they make a change or cancelled with a time line... no bueno.
Good Morning,
We are sorry to hear about your negative experience with TravelUp. Our cancellation policy is different for each hotel and room, the cancellation policy for the chosen room will show at time of booking and must also be accepted by each customer before the booking can be confirmed.
If you have any questions regarding your booking please email us at hotels@travelup.com and the team can look into this for you.
Kind Regards,
TravelUp Team
On the TravelUp website I booked a sea view suite, that's also what it says on my confirmation email, but when I called the hotel to double check they told me my reservation only includes the cheapest room.
Good afternoon,
Thank you for notifying your concern to us. We sincerely apologize for the inconvenience caused you. We have made a note of your feedback and shall share this with our designated team.
However, we request you to kindly check the status of your hotel booking with our dedicated holiday team by emailing them at hotels@travelup.com as they will cross check this directly with the hotel and help you for this concern.
Team Customer Service.
I have been sent an additional fee for changing my booking from
06/07/2021to 07_07/2021 but the dates shown on this new uolpdated cost is stil the older date of 08/07/2021... I am concerned hat I wont get the new date
Good afternoon,
We have checked your booking and can definitely confirm your new dates are 06/07/2021to 07_07/2021.
This has been sent to you on an email confirming this too so there should be no problems at all
We hope you have a great stay!
Kind regards, TravelUp Team
Still waiting for a flight refund from April. Just keep getting excuses and told to ring back bu totally inept phone handlers. I know so many people that have received refunds way way quicker so their COVID excuse does hold true. Agree with all the other reviews - they are thieves/incompetent and absolutely do not care about their customers. AVOID AVOID AVOID!
Horrible service please do not to book from this company.
The service is zero. Although its written on the website that to cancel it is free of charge they deduct a service fee.
If you dont accept this and wish to mainting the booking they dont care and just cancel.
This is not the way how you should treat people. Especialy not in this branche.
A holiday booking needs to be free of stress.
This company creates stress
Best price we found available. We found it easy to book online.
Good evening, Brenda.
Thank you so much for your kind review! We’re thrilled to hear that you found the best price with us and enjoyed an easy online booking experience. At TravelUp, we strive to provide competitive rates and a user-friendly platform, so it’s great to know that we were able to meet your needs.
Your feedback is invaluable to us as we continue to refine our services and ensure our customers have a smooth and enjoyable experience from start to finish. If there’s anything we could do to make your next booking even better, we’d love to hear your thoughts. We are always eager to learn from our customers and enhance the TravelUp experience.
Thank you once again for choosing TravelUp, and we look forward to assisting you with your future travel plans. Please don’t hesitate to reach out if you need any help or have any questions—we’re here to make your next journey just as straightforward and rewarding!
Warm regards,
TravelUp.
$20 per person (admission fees) for canceling the free cancellation booking,
It doesn't matter how many persons on the booking,
They charge per room capacity,
I am getting all my money back,
They get the bad review and the complaint,
Long story short, you can't trust overseas sites.
Travel up changed the dates I typed in and got the booking wrong. When I noticed the dates had been changed I called to fix. They won't fix unless in writing so I sent them an email they still couldn't/wouldn't fix booking. This service sucks the customer service sucks and I will never utilize their services again
Dear Brian,
We have had a look in at your booking and it seems you have booked a non refundable rate. The dates should not change automatically unless sometimes when you have come through an external site e.g. trivago.
Unfortunately we are not able to change or refund as it is a non refundable rate with our suppliers, however if you send an email to hotels@travelup.com we will see what we can do for you.
Kind regards, TravelUp Team
A lot of features were not avalible after we got to the hotel! Maids didn't refresh the rooms we were not told at check that we had to request maids towels weren't even brought up! When checking out they couldn't do anything but give meal vouches because we book through a third party
As soon as I hit book I realized I put the wrong date and immediately reached out. I finally got an answer later that night that I couldn't change the dates- despite the fact it was still available per the hotel. Than I was charged the $52 dollar fee for canceling
Good afternoon,
We are sorry to hear about your negative experience with us.
The cancellation policy for your chosen hotel/room type will be shown at time of booking and must be agreed to before the booking can be confirmed. Unfortunately, these policies are applied by our supplier the minute the booking is confirmed and we are bound to their terms.
We apologise for any inconvenience that may have been caused at this time.
Kind regards, TravelUp Team
TravelUp failed to inform me that my flight was cancelled.
Travelup failed to arrange a suitable alternative flight.
TravelUp told me that I would get a refund after 6 weeks
TravelUp later told me that I would get a refund after 8 weeks
TravelUp now tell me that I have to wait 3 months for a refund
TravelUp have not responded to a single email. (4 emails and counting)
TravelUp customer service
One attendant on the phone refused to pass me thorugh to his manager
Refused to give me his name
Called me a liar
Continuously spoke over me whilst I was talking
Looked at my travel destination (Lagos) and said "it makes sense why I am rude"
Hung up the phone.
Summary: I will never book a flight or holiday through TravelUP ever again. I have never been treated like this before. Truly disgraceful.
You won’t be short of choices when you book, we offer flights, hotels and package holidays to anywhere in the world. We work with over 200 airlines and offer over 400,000 hotels to bring you the best deals to destinations you love and with our flexible payment options, you could jet off sooner than you think.
Want to get off the beaten track? We can offer bespoke tours and holidays so you can be sure you tick absolutely everything off your bucket list! Our experienced agents will be able to help you with any questions or queries you may have too and can book everything from car hire to transfers to attraction tickets, making your holiday stress and hassle free.
But don’t just take our word for it, we’ve grown at such a rapid rate that in 2018, we were listed on The Sunday Times Virgin Atlantic Fast Track 100 where we came 37th. We’ve also been nominated for Best Online Retailer and Best Flight Booking Website by the British Travel Awards in 2019, as well as our CEO picking up the EY Entrepreneur of the Year’s Scale Up award for London and the South region.
We’ve upped our travel game, up yours!
At TravelUp, it’s our commitment to be as transparent as possible with our customers. We work with an independent partner, Airlineratings.com to keep track of the service and safety levels of all the airlines we work with. Not only does this keep us up to date with the latest information, it can also help you make an informed choice when choosing who to fly with.
We take issues seriously and do our best to resolve them as soon as possible and in a way that will benefit all involved.
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Dear Eliany,
We are extremely sorry you have been through this whilst using our services.
We can see the hotel team manager was able to step in a secure a full refund as the hotel was not able to honour the booking.
We apologise for the stress and inconvenience this has caused you during this time period.
Kind regards, TravelUp Team