WheelsUp

Left us stranded across the country with an eleventh hour cancellation due to unspecified mechanical issues — exactly that which they did to it seems everyone else that's ever used them — and when I demanded escalation I was told to sit tight, membership services would call me right back after trying to find a recovery flight if I agreed to sign up as a yearly member, and of course no call back. Not that I would put myself through this hell again by becoming a member, but I think it shows just how little they care and just how disorganized they are. Save your $50k per flight— you'll have a better experience in the middle seat at the back of a $96 Spirit Air flight.

Flight booked several weeks ago, flight out to CA, no problem. Flight home scheduled today at 1. WU called around 9 to inform us they had a maintenance issue and would assist us with commercial travel or attempt to reschedule our flight. WU had many excuses, private travel is busy, many new customers, etc, etc. Let's be honest, you over booked and didn't plan for a "maintenance issue". Poor planning on WU, I'm ready to go, I'm not late, I planned.
I have another flight booked with WU in a week, I have no confidence that WU will honor that booking. I stoppped flying commercial because of cancelled flights, over booking, and being inconvenienced. Looks like private travel is headed in same way, you just get to pay 20x more for it.

This is not a review about a purchase but a review about an experience with staff. Horrible van driver and customer service. Aggressive maintenance van did not allow multiple cars to merge, honking horn and riding bumpers from Napa valley to Sacramento/Concord area. If this is how the support staff behave, imagine what happens in the air. Stay away from this company.

I was a member of Wheels Up for two years. During that time we chartered on several occasions. When I first signed up for Wheels Up they tell you that they're only charging you for flight time. They don't charge you for time on the runway, they don't charge you for time you aren't flying. This is false! On our last trip with Wheels Up they not only charged me for the two hour minimum they charged me for more. When I tried to get customer service to refund me the additional fair that I was charged unfairly I received one phone call, never a follow up nor did I receive a credit, the flight from Denver to Palm Springs was an hour and a half both ways yet on the way there I was charged for 2.1 hours. On the way back I was charged for 2.3 which resulted in over charges of thousands of dollars. Never returned. When recently, I canceled my membership no one called no one said why? They quite frankly just don't care.

I hesitated to renew my membership because of the poor service, but I make short trips between my offices on the west coast and it was cost effective with the King Air. My renewal was April 28,2023 and on May 11th I get notification that the King Air will not be available after June on the west coast. I reach out to my rep and his response was the following:
"After 6/25/23 we will not have king airs on the west coast. With your membership renewal date not being until 4/28/24, and our membership being nonrefundable, I want to try and assist where I can in order for you to best take advantage of the program. Between now and 6/25/23, you are still able to book any King Air travel you have on the West Coast this year. After that date, you will no longer be able to do so."
The other jets are more expensive and the light jet is small and terrifying. As a side note their "Guaranteed" recovery is not real.

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.

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.

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

My first. Line review of anything ever but I am so angry... I have flown private for over a decade and have been let down by wheels up. 7 of 8 trips. My First experience was in 2019 pre Delta acquisition. They called me a few minutes after midnight to say my flight would be delayed several hours later that day and ultimately we were stuck in Orlando over night - had to find our own hotel etc and had to take a commercial flight home. Fast forward. The next trip under Wheels up was a disaster again and I vowed NEVER to use them again. I invested with Delta Private Jets and they were flawless for my next 20+ trips but unfortunately I was forced to use Walmart UP when they acquired Delta and I had approx 15 hrs of flight time left. EVERY trip under their management was poor at best. Always some excuse. Their last effort was most disappointing ever. They left my wife and I and 4 friends stranded. Essentially said " Sorry but we have a pilot issue- take a commercial flight or postpone until tomorrow". UGGGH. You've got to be kidding me. The pilot issue was because they were too cheap to bring aircraft to my departure location the day before my flight and instead dispatched their aircraft to me the same day of my departure. Pilots just ran out of hrs in service restriction as a result. NO reimbursement for the commercial flight I was forced to take and NO reimbursement for the hotel rooms my friends had. The only contact I've received is a quick and pathetic "sorry" from their Client Services call center. STAY AWAY from this company. There are many many options. Wheels UP has been con distantly pathetic.

We book short haul flights for US to Canada for elderly family members Wheels up cancelled 3 out or 4 flights in a row Last flight the pilot forgot his passport and they had to land the plane within 20 minutes of takeoff A 45 minute flight ended up taking 7 hours (and driving would have been shorter) They are terrible They refuse to refund us for this flight or return our deposit even though they are no longer able to provide the service we signed up for Do not pay for this service utterly unreliable

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

Joined Wheels Up thinking we would get better service than dealing with brokers to charter a jet. The company claims you can book a flight up to 48 hours in advance and get a plane. We were sooo excited to begin to enjoy carefree, safe air travel. Last night we were contacted that our plane ‘has an issue' and hopefully through the night they will find another one. Fast forward to this morning and, surprise, a reservation we made two weeks ago still has no jet. We are now an hour and a half past planned take off and they keep telling us it's still early in the day, it may resolve. Similar issue with Velocity Jets (a broker) last spring…but they actually did send a plane and we only ended up being an hour delayed. Like other reviewers said…they have a strong marketing team who makes you feel good about your ‘membership' and assign you a personal ‘liaison', but those perks mean nothing if you can't get what you paid for-a flight. I'm traveling with my 81 year old mother, my husband who is recovering from an extended hospital stay after surgery and two dogs. So no, we can't be rebooked on a commercial flight…if we could fly commercial we would have. Major. Let down. Just stick with the brokers, you'll get the same crappy service with no down stroke. I will update with the resolution. Two stars for professional service…before they closed the membership deal with us.

Have frequent mechanical issues. Most recent was a mechanical issue and mechanical issues with the 2 recovery aircraft. Rarely go when scheduled for numerous reasons

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

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.

As bad if not worse than everyone says it is. Delayed flights, canceled flights all leave you hanging.

Please know, I never write reviews like this. Maybe twice in my life. I believe there are better ways to give feedback and bring about change. But this company is so horribly run and the service has degraded so much over the years, I feel it necessary to post here and save others the trouble and money.

I was a long time customer of WheelsUP. For a while it was a great company with a bright future. There are some wonderful people still there trying to save it. But it is the worst run company I've ever seen. The executives and the operations team especially have run it into the ground. Please read all of the reviews below. They are all true. You can take the most basic flight on WheelsUP and end up stranded for multiple days. And they do not care. It is honestly worse than Spirit or Silver Airways in terms of quality, operations and customer service. I won't restate everything that's already been posted here, other than to say it is all 100% accurate and worse.

It is now clear to me, they've been operating it like a Ponzi Scheme. Taking pre-funds from customers to cover losses, going public through a SPAC when they weren't ready (because they needed the cash), and now it's coming due. https://www.cnbc.com/2023/05/09/wheels-up-founder-abruptly-steps-down-as-losses-mount-bankruptcy-looms.html

Do not give them your money. And if you have money there, I'd certainly be trying to use it or get it back. If they go bankrupt, customers are lower on the food chain than many other creditors. And there will certainly be lawsuits.

I feel terrible for the good people still working there and especially for anyone who loses their funds.

Hope it all ends well.