Very kind and supportive stewardess . Am most grateful for their concern and care when not being unwell due to travel sickness and even after landing. I would said the sitting I booked was not given... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Booking my flight was easy, clear and fast and hassle free experience. The website is easy to navigate, information is clear and detailed and prices are competitive. Will defiantly use it again.
Company replied
Booking was straighforward. I hope I receive a good service after purchase as well. I'll feedback once I complete my full journey.
Company replied
After reading many bad reviews, I was very sceptical but after dealing with Martin Vincent, my experience so far has been excellent! Any email I have sent has been answered promptly and he has... See more
Company replied
Company details
About TravelUp
Written by the company
Should you wish to contact us regarding your booking, please complete the relevant form and a member of our customer support team will respond to you as soon as possible.
www.travelup.com
Written by the company
- About TravelUp
- Who are we? We are TravelUp, we started from humble beginnings in 2004 where we operated out of our CEO’s living room. Now, we welcome more than 650,000 customers per year and strive to fuel our passion of travel to inspire you to go on your dream holiday. We have always used leading technologies to present a website that is friendly and easy to use for everyone and anyone – some may even say there’s 0% faff! 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! Service Standards 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.
Contact info
1, Zodiac House, Calleva Park, RG7 8HN, Aldermaston, United Kingdom
- 0118 955 6400
- admin@travelup.com
- travelup.com
3.9
Great
110K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Easy to book — but when something goes wrong, you may be left on your own
My experience has made me seriously question the benefit of booking flights through a third-party agent rather than directly with the airline.
I booked and paid for my flight through TravelUp. Because I was concerned about the ticketing, I specifically contacted them the day before travel and was reassured that my flight was issued and confirmed.
Despite this, when I arrived at Gatwick, the airline/ground handler initially could not accept me for travel because of the ticket/payment status. I was sent between desks, faced the possibility of missing my flight and was quoted more than £1,300 for a replacement ticket. Eventually, at around 13:33, I was told that the payment had come through and I was able to check in.
I raised a formal complaint because I wanted to understand what had happened and who was responsible.
After months of correspondence, TravelUp's position is that its ticket was issued correctly and that it cannot explain why the airline/ground handler could not initially recognise the ticket/payment status. It has told me to pursue the airline for that explanation and has declined my request for even the £25 booking fee to be refunded or any goodwill gesture.
The most disappointing part for me is the lack of ownership of the problem from the customer's perspective. I paid TravelUp, specifically checked that everything was in order before travelling, and when something went badly wrong at the airport I was ultimately left trying to establish myself whether the problem was with TravelUp, the ticketing system, the airline or the ground handler.
I appreciate that the underlying system failure may not ultimately have been TravelUp's fault. But if the agent cannot investigate and resolve a problem involving a ticket it sold me, and instead sends me back to the airline, I struggle to see the advantage of using an intermediary.
My lesson from this experience is simple: in future I would rather book directly with the airline, so that if something goes wrong there is one company responsible for resolving it.
11 February 2026
Unprompted review
Reply from TravelUp
Dear Customer,
We are sorry to hear about the distress and uncertainty you experienced at Gatwick. We fully understand how stressful it must have been to be sent between desks, face the possibility of missing your flight, and be quoted more than £1,300 for a replacement ticket. We also appreciate that you contacted TravelUp before travelling specifically to confirm that your ticket had been issued.
However, we would like to clarify TravelUp’s position regarding the ticket issuance.
You were provided with a confirmed e-ticket number before your travel date. The issuance of a confirmed e-ticket number demonstrates that the ticket had been successfully issued. Airlines do not issue confirmed e-ticket numbers until the applicable payment has been processed through their ticketing system. Therefore, the fact that you received a confirmed e-ticket number clearly indicates that the ticketing process had been completed correctly from our end.
TravelUp is a travel agency and does not own or operate the airline’s reservation, payment, check-in, or airport handling systems. These systems remain under the control of the respective airline and its ground-handling partners. If an airline or ground handler subsequently experiences an issue recognising a ticket or payment at the airport, this is unfortunately outside TravelUp’s control.
We appreciate that, as the customer, you understandably expected everything to proceed smoothly after paying for your ticket and confirming its status with us before departure. We are sorry that the issue at the airport caused you such stress. However, there is no evidence that TravelUp failed to issue your ticket correctly. The confirmed e-ticket number issued prior to travel confirms otherwise.
Unfortunately, we are also unable to establish exactly why the airline or ground handler initially stated that the payment could not be recognised. Once a passenger has travelled, the historical reservation information required to investigate certain airport-system events is no longer available to our team in the same form. The airline, which controls the relevant ticketing and airport systems, is therefore the appropriate party to investigate why its system or ground handler did not initially recognise the payment despite the confirmed e-ticket having been issued.
For the same reason, your request for the £25 booking fee to be refunded as a goodwill gesture was declined. TravelUp cannot accept liability for a system or payment-recognition issue within an airline’s systems where the ticket was correctly issued by us.
We understand your concerns about using a third-party agent following this experience, and we regret that the situation affected your confidence in our service. Nevertheless, our records confirm that your ticket was issued correctly. If you wish to establish why the payment/ticket status was not initially recognised at Gatwick despite the confirmed e-ticket, this would need to be investigated directly by the airline.
We sincerely apologise for the inconvenience and stress caused, but based on the available information, there is no basis for TravelUp to accept responsibility for the airline/ground-handler system issue or provide the requested goodwill refund.
Warm regards,
TravelUp
i,m returning customer to this company…
i,m returning customer to this company . You should send some concessions to appriciate for returning cumtomers.
24 September 2026
Reply from TravelUp
Dear Vinod,
Thank you for your 5-star review and, most importantly, for being a returning TravelUp customer!
We’re incredibly grateful that you’ve chosen to book with us again. There is no greater compliment than a customer returning to use our service, and we truly appreciate the trust and confidence you continue to place in TravelUp.
We also really appreciate your suggestion regarding concessions or special offers for returning customers. We completely understand how rewarding loyal customers with exclusive benefits, discounts, or other incentives could make the experience even more worthwhile. Your feedback is valuable, and we’ll be sure to share your suggestion with the relevant team for consideration.
Thank you again for your continued support and for taking the time to share your thoughts. We hope to continue being your trusted choice for your future travel arrangements and look forward to assisting you again soon.
Warm regards
TravelUp
Good if you expect no customer service
Good: Competitive Pricing, Accepts AMEX at checkout unlike others, Sends e-Booking details soon after, Clear website, Doesn't bump up price at time of payment (MyTrip & GoToGate do!)
Bad: Customer service varies, hard to get direct access to communicate with them about changes and so on, online chat is useless abroad when needed and calling can take hours on hold.
I've had to book with TravelUp 5-6 times in the last 6 years and have had a consistently 3-star overall experience with them. It's great until the checkout or when the e-ticket is received, so long as you never have to communicate with them.
But if you do need anything, expect nothing except late responses and high charges for literally anything you could need. Fine it's a lower-cost travel booking website but for the cost of some of these trips, you could mistakenly expect better responses.
5 November 2025
Reply from TravelUp
Dear Customer,
Thank you for taking the time to leave such a detailed and candid 3-star review, and particularly for continuing to use TravelUp over the past six years.
We genuinely appreciate your repeat business and the opportunity to understand your experience from both the positive and challenging aspects you have highlighted.
We’re pleased to hear that you have found our pricing competitive, that you were able to use your preferred AMEX payment method, and that you appreciated receiving your e-ticket details promptly. We’re also glad that you found our website clear and that, on the bookings you referenced, the price remained consistent through to payment. These are all areas where we want the booking experience to be straightforward and transparent.
At the same time, we’re sorry that your experiences have been less positive when you have needed assistance after booking. We fully understand that this is an important part of the overall customer journey. While completing a booking smoothly is important, customers should also feel that they can obtain appropriate assistance when they need to make enquiries or changes to their travel arrangements.
We’re particularly sorry to hear about your concerns regarding access to our customer service, the waiting times you experienced when calling, and the difficulties you encountered with online chat while abroad. We appreciate how frustrating this can be, especially when assistance is needed urgently during a trip or when dealing with a time-sensitive booking matter. We also acknowledge your concerns regarding charges for certain post-booking services and appreciate that these costs can affect your overall perception of the service.
Your comments about having used TravelUp five or six times and consistently experiencing a mixed level of service are particularly valuable to us. We don’t want the quality of the booking experience to feel significantly different from the experience of seeking assistance afterwards, and feedback such as yours helps us identify where improvements are needed.
We’re grateful that, despite the issues you have experienced, you have continued to choose TravelUp over the years. We sincerely appreciate your loyalty and the balanced way in which you have described both the advantages and shortcomings of our service.
Thank you again for your detailed feedback. We hope that your future experiences with TravelUp will be smoother not only at the point of booking, but throughout the entire journey should you ever need our assistance.
Warm regards
TravelUp
Reply from TravelUp
Dear Ash,
Thank you so much for your fantastic 5-star review!
We’re delighted to hear that you found the booking process easy and quick, and that you were pleased to find a competitive price compared with booking directly with the airline.
At TravelUp, we aim to make the booking experience as straightforward and convenient as possible, while providing customers with a wide range of travel options and competitive fares. It’s wonderful to know that you were able to find an option that suited your needs and complete your booking without any unnecessary hassle.
We truly appreciate you taking the time to share your positive experience. Your feedback is a great encouragement to our team and motivates us to continue providing a simple, efficient, and value-focused booking service.
Thank you again for choosing TravelUp. We look forward to helping you with your future travel plans!
Warm regards
TravelUp
cheap and used them successfully…
cheap and used them successfully before. website easy
24 September 2026
Reply from TravelUp
Dear Barbara,
Thank you so much for your fantastic 5-star review!
We’re delighted to hear that you found a good-value option with TravelUp and that you’ve successfully used our service before. It means a great deal to know that your previous experience gave you the confidence to return to us for another booking.
We’re also pleased that you found our website easy to use. We understand how important it is for customers to have a clear and straightforward online booking experience, from searching for suitable travel options through to completing the purchase. Our aim is to make the entire process as simple and convenient as possible.
Your continued support as a returning customer is greatly appreciated, and we’re grateful that you took the time to share your feedback with us.
Thank you again for choosing TravelUp. We hope to continue providing you with competitive travel options and an easy booking experience for many more journeys in the future!
Warm regards
TravelUp
Reply from TravelUp
Dear Smitha,
Thank you so much for your wonderful 5-star review!
We’re delighted to hear that you found the booking process easy and had such a great experience with TravelUp. We understand that booking travel online should be straightforward and convenient, so our team works hard to make the journey from selecting your travel options to completing your booking as smooth and hassle-free as possible.
It’s fantastic to know that everything went well for you and that you were happy with the overall experience. Your positive feedback means a great deal to us and is a wonderful encouragement to our team.
Thank you again for choosing TravelUp and for taking the time to share your experience. We look forward to assisting you with your future travel plans and providing another great booking experience.
Warm regards
TravelUp
Do not ever book with TravelUp
TravelUp failed to notify me that the airline had cancelled the flight more than two weeks before the flight date, and failed to rebook alternative flights.
This meant that I turned up to the airport expecting to fly and had to buy an alternative ticket at the airport.
They then messed around instead of refunding me so I got my money back via a credit card chargeback. During the chargeback investigation process they lied to the payment provider. However given my evidence, thankfully TravelUp lost. It would have been easier and cheaper for them to simply behave like a normal company.
17 May 2026
Unprompted review
Reply from TravelUp
Dear Jackson,
We are sorry to hear about your experience and understand how frustrating and stressful it must have been to arrive at the airport expecting to travel, only to discover that the flight had been cancelled and you needed to make alternative arrangements.
We would, however, like to clarify the circumstances surrounding airline schedule changes and the communication process.
Unfortunately, by the time the schedule change occurred in this case, the reservation was under the airline’s control. Once an airline takes control of a reservation, communication relating to operational changes can be handled directly between the airline and the passenger. In such circumstances, travel agents are not necessarily notified of every schedule change or cancellation by the airline, and we therefore cannot guarantee that we will receive the same notification at the same time as the passenger.
This is also why our Terms and Conditions advise passengers to contact us at least 72 hours before departure to confirm that their itinerary remains as scheduled. We strongly recommend this check, particularly where travel is approaching, as airline schedules can change after a booking has been made and notification processes can vary between carriers.
We fully appreciate that discovering a cancellation at the airport is extremely inconvenient and that having to purchase a replacement ticket at short notice can be both stressful and costly. We sincerely apologise for the difficulties this caused and understand your disappointment.
Regarding the refund and chargeback, we note your comments. However, we would respectfully disagree with the suggestion that TravelUp deliberately provided false information to the payment provider. Any information supplied during a payment dispute is provided as part of the formal investigation based on the booking records and information available to us at the time.
We regret that your overall experience did not meet your expectations. TravelUp’s role as an intermediary means that certain airline-controlled changes and communications can unfortunately fall outside our direct control. Nevertheless, we recognise the importance of checking your itinerary before travel, and our 72-hour pre-departure recommendation is intended to help identify any last-minute airline changes before a customer travels to the airport.
We are sorry for the inconvenience caused and appreciate you taking the time to share your experience.
Warm regards,
TravelUp
DISASTROUS
DISASTROUS — MY BIGGEST MISTAKE WAS BOOKING THROUGH TRAVELUP.
People, BE WARNED. If anything goes wrong with your booking, getting help from TravelUp can be an absolute nightmare.
I am currently in Australia and need to change my return flight to the UK because the airline itself made changes to my journey. However, because I booked through TravelUp, the airline cannot make the necessary changes directly — I have been told that everything has to be dealt with through TravelUp.
And that’s where the nightmare begins.
Trying to contact TravelUp has been incredibly frustrating. Hours spent waiting on the phone, with no resolution. To make matters worse, if you are travelling overseas, calling them can require turning on international roaming from your original country/number, potentially adding another cost and complication just to get basic customer support.
Emails are no better. You can wait 2–3 days for a response, only to receive a generic, scripted reply quoting airline policies that doesn’t even address the actual question or problem you have raised.
I am now stuck between the airline and TravelUp, with the airline unable to help because the booking is controlled by the travel agent, while TravelUp is effectively impossible to reach when urgent assistance is needed.
This is not what you expect when paying for a travel service. When an airline makes a change to your itinerary, you should be able to get timely and meaningful assistance — not spend hours on hold and days waiting for irrelevant email responses.
Feeling completely helpless and stuck because of the lack of support.
My experience has been extremely frustrating, stressful and deeply disappointing.
BIG NO. NEVER AGAIN.
If you are considering booking through TravelUp, think very carefully about the level of support you may receive if something goes wrong with your booking.
24 September 2026
Unprompted review
Reply from TravelUp
Dear Garry,
Thank you so much for your fantastic 5-star review!
We’re delighted to hear that you had a great experience booking with TravelUp. We aim to make the booking process as simple, clear, and convenient as possible, so it’s wonderful to know that everything went smoothly for you.
We truly appreciate you taking the time to share your positive feedback. Your kind words are a great encouragement to our team and motivate us to continue providing a straightforward and enjoyable booking experience for our customers.
Thank you again for choosing TravelUp. We look forward to helping you with your future travel plans and hope to provide another great experience next time!
Warm regards
TravelUp
Be careful
Having selected my options, I had to decline added extras at least twice and avoid getting tricked into buying various insurances that I'd already said I didn't need. Check the total price at the end matches what you were quoted.
23 September 2026
Reply from TravelUp
Dear Steve,
Thank you for taking the time to share your feedback and for explaining your experience in such detail.
We’re sorry to hear that you found the booking process frustrating, particularly when it came to the presentation of additional options and insurance products.
We understand your concern. Once a customer has selected their preferred flight and made clear that they do not require additional products, having to decline further offers can make the booking process feel less straightforward than it should. We appreciate that customers want to be able to complete their booking efficiently, without feeling that they have to repeatedly navigate through options they have already decided not to purchase.
We’re also sorry if the presentation of these optional services gave you the impression that you might inadvertently purchase something you did not want. Our intention is for optional products, such as insurance and other additional services, to be clearly identifiable as separate from the core flight booking. Nevertheless, we recognise that the way these options are presented is an important part of the overall customer experience, and your feedback is valuable in highlighting where greater clarity could be beneficial.
We also appreciate your advice regarding checking the final total before completing payment. While prices can sometimes change during the booking process due to factors such as fare availability or the selection of optional services, customers should have a clear understanding of the total amount being charged before they confirm their purchase.
We’re disappointed that your experience resulted in a 3-star rating, but we genuinely appreciate you bringing these concerns to our attention. Feedback such as yours helps us identify areas where the booking journey can be made clearer, more transparent and less frustrating for customers.
Thank you again for choosing TravelUp and for taking the time to share your experience. We hope that, should you book with us again, the process will feel much more straightforward and transparent from start to finish.
Warm regards
TravelUp
Easy and lots of clear options
Easy and lots of clear options - slightly expensive just for flying
23 September 2026
Reply from TravelUp
Dear Maya,
Thank you for taking the time to leave us your 4-star review and for sharing your honest feedback.
We’re pleased to hear that you found the TravelUp website easy to use and appreciated having plenty of clear options available. We understand how important it is when booking flights to be able to compare different choices and have the relevant details presented clearly, so you can select the option that best suits your travel plans.
We also appreciate your comment regarding the price. We understand that customers are always looking for the best possible value when booking flights, and we’re sorry that you felt the cost was slightly higher than expected for your journey. Airfares can vary depending on factors such as availability, travel dates, airline pricing, fare conditions, and other booking requirements, but your feedback about value is nevertheless important to us.
We’re grateful that you rated your overall experience 4 stars and took the time to highlight both what worked well and where you felt there was room for improvement. Feedback like yours helps us continue working towards providing a simple, transparent, and competitive booking experience.
Thank you again for choosing TravelUp. We hope you have a smooth and enjoyable journey and look forward to assisting you with your future travel plans.
Warm regards
TravelUp
Reply from TravelUp
Dear Syed,
Thank you so much for your fantastic 5-star review!
We’re delighted to hear that you had a glitch-free purchase and found our website and booking portal well designed. We understand how important it is for customers to have a smooth and reliable online experience when arranging their travel, so it’s great to know that you were able to navigate the portal easily and complete your purchase without any issues.
Our team works hard to keep the booking journey clear, intuitive, and convenient, from browsing available travel options through to completing payment. Your feedback is a wonderful confirmation that these efforts are making a difference.
We truly appreciate you taking the time to share your experience and your kind comments about our platform. Thank you for choosing TravelUp, and we hope to assist you again with your future travel plans.
Warm regards
TravelUp
Reply from TravelUp
Dear Matthew,
Thank you for taking the time to leave us a 4-star review and for sharing your honest feedback!
We’re pleased to hear that you found the booking process easy and straightforward. We aim to make arranging your travel as simple and convenient as possible, so it’s great to know that you were able to complete your booking without difficulty.
We also appreciate your comment about the number of additional offers and upsells presented during the booking journey. We understand that while optional extras can be useful for customers who want additional services, seeing too many offers can make the process feel less streamlined. Your feedback is valuable, and we’ll make sure your comments are shared with the relevant team as we continue reviewing and improving the overall booking experience.
We’re grateful for your 4-star rating and for taking the time to highlight both what you liked and where you feel there is room for improvement. Feedback like yours helps us work towards making the TravelUp experience even clearer and more convenient for our customers.
Thank you again for choosing TravelUp. We hope to assist you again with your future travel plans and provide an even smoother experience next time.
Warm regards
TravelUp
Reply from TravelUp
Dear Joe,
We are very sorry to hear about your experience and sincerely apologise for the frustration caused while trying to complete your booking.
We fully understand how disappointing it must have been to spend around two hours attempting to make a reservation, only to have the process repeatedly cancelled.
At TravelUp, we want our customers to have a smooth, straightforward, and seamless booking experience, and clearly this was not the case on this occasion. We appreciate that your time is valuable, and we regret that the booking process caused such inconvenience.
We would welcome the opportunity to understand what happened and investigate the issue further. If you could please contact us at admin@travelup.com with any booking details or information you have, our team will be happy to review the circumstances and assist where possible.
Thank you for bringing this to our attention, and once again, please accept our sincere apologies for the inconvenience caused.
Warm regards,
TravelUp
Reply from TravelUp
Dear Genesis,
Thank you so much for your fantastic 5-star review!
We’re delighted to hear that you found the booking process very straightforward and appreciated the transparency around the charges. We understand how important it is when booking travel online to have clear information and to know what you’re paying for, without unexpected surprises along the way.
At TravelUp, we aim to make the booking journey as simple, clear, and convenient as possible, ensuring that the relevant costs and booking details are presented throughout the process. It’s wonderful to know that you found the experience transparent and easy to follow.
We truly appreciate you taking the time to share your feedback. Your positive comments are a great encouragement to our team and motivate us to continue providing a clear and hassle-free booking experience.
Thank you again for choosing TravelUp. We look forward to assisting you with your future travel plans!
Warm regards
TravelUp
Reply from TravelUp
Dear Manoj,
Thank you for taking the time to leave us your 5-star review and for sharing your feedback.
We’re pleased to hear that you found the booking process straightforward and easy to follow. However, we’re sorry to learn that you were unable to select seats for your booking, particularly as you were travelling with your 77-year-old mum. We understand that being able to arrange suitable seating can be especially important when travelling with an elderly family member, and we appreciate why this would have been frustrating.
Seat selection and availability can sometimes depend on the airline, fare type, and the specific booking, which may affect whether seats can be selected during the TravelUp booking process. Nevertheless, we appreciate you highlighting this and will take your feedback into consideration as we continue to improve the customer experience.
Thank you again for your positive comments about the booking process and for bringing the seating issue to our attention. We hope you and your mum have a comfortable and enjoyable journey.
Warm regards
TravelUp
Fast and clear
23 September 2026
Reply from TravelUp
Dear Giorgio,
Thank you so much for your fantastic 5-star review!
We’re delighted to hear that you found the booking process fast and clear. We understand that when arranging travel, customers want to be able to find the information they need quickly and complete their booking without unnecessary complications.
At TravelUp, we aim to make the entire booking journey as straightforward, convenient, and easy to follow as possible. It’s wonderful to know that this was your experience and that everything went smoothly.
We truly appreciate you taking the time to share your positive feedback. Your kind words are a great encouragement to our team and motivate us to continue providing a clear and efficient booking service.
Thank you again for choosing TravelUp. We look forward to assisting you with your future travel plans!
Warm regards
TravelUp
It was very easy to use
23 September 2026
Reply from TravelUp
Dear Jonathan,
Thank you so much for your wonderful 5-star review!
We’re delighted to hear that you found TravelUp very easy to use. We understand how important it is for customers to have a simple and straightforward experience when searching for and booking their travel, so it’s great to know that everything was easy to navigate and complete.
Our aim is to make the booking journey as clear, convenient, and hassle-free as possible, from browsing available options through to confirming your booking. Your positive feedback is a great encouragement to our team and motivates us to continue providing an easy-to-use service.
Thank you again for taking the time to share your experience and for choosing TravelUp. We truly appreciate your support and look forward to assisting you with your future travel plans!
Warm regards
TravelUp
Complacent and lazy response
Browsing the airline’s app I noticed the flights Travel Up booked for me had been cancelled.
A week later I still had received no information about this from Travel Up. When I contacted them there was no immediate response but when the reply arrived it confirmed what I already knew - the flights had indeed been cancelled but Travel Up hadn’t passed on to me that information from the airline. I have been advised by the airline that they were unable to contact me to let me know about the cancellation because Travel Up hadn’t bothered to add my email to the booking.
In their response to me the member of staff claimed Travel Up had been unable to find any suitable alternatives. I would love to understand exactly what effort they made both with the cancelling airline and in the wider market because, after looking on my phone for less than five minutes I found similar flights, at almost exactly the same price and on the same dates (with a different airline). So I’m struggling to understand why an actual travel agent wasn’t able to do at least as well.
How difficult is it to keep customers up to date or to make an effort to act in a reasonable manner when something very foreseeable happens? It’s not that hard. I found Travel Up to be complacent and ineffective. I am still waiting for a refund despite having had to pay out for new flights. I will not ever be using Travel Up again.
It would have been far worse had I not checked myself because closer to the departure it may not have been possible for me to make other arrangements.
Your response is late, incomplete and unsatisfactory. You attempt to excuse poor performance by suggesting I don’t understand the booking process. The fact remains that you were notified of changes of which you failed to notify me. Despite the lengthy and verbose attempt to explain this away it remains the case. You clearly have little regard for your customers.
As of today you have failed to refund the amount I paid. It remains outstanding. If you were serious about making amends you could easily have made an exception and refunded the amount rather than hiding behind the orthodoxy of your business practices. Nothing is preventing you except and unwillingness to make things right.
22 September 2026
Unprompted review
Reply from TravelUp
Dear Julian,
We are sorry to hear about your experience and understand your frustration after discovering the cancellation through the airline’s app rather than receiving the information directly from TravelUp.
We appreciate how concerning this must have been, particularly when you then had to make alternative arrangements and incur additional costs.
We would, however, like to clarify several important points regarding your booking.
At the time the cancellation occurred, the reservation was under the airline’s control. Once an airline takes control of a reservation, operational changes such as cancellations are managed within the airline’s reservation and ticketing systems. Travel agents are not necessarily notified of every operational change at the same time as the passenger, and therefore we cannot always proactively communicate a cancellation where the airline has not provided the relevant notification to us.
We also need to address the allegation that TravelUp failed to add your email address to the booking. This is not an accurate representation of how the booking process works. An email address is required when creating a booking, and the airline's reservation system does not accept the booking without the required passenger contact information being provided. Therefore, the suggestion that your email address was simply omitted from the booking is not supported by the booking process or our records.
We understand your comments regarding the availability of alternative flights. When an airline cancels a service, any rebooking options available to an agent are dependent on the airline’s rules, the authority provided by the carrier, the ticket conditions, and the availability that can be accessed through the applicable booking system. The fact that an alternative flight may subsequently appear available through another airline does not necessarily mean that TravelUp was authorised or able to transfer the booking to that carrier under the original ticket conditions.
We also appreciate that you are waiting for your refund and understand the additional frustration this can cause after you have had to purchase alternative flights yourself. Refunds following airline cancellations can be subject to the airline releasing the applicable funds, after which the refund can be processed in accordance with the booking conditions.
We are sorry that your experience left you feeling that TravelUp had not done enough. We take such feedback seriously, but we must also distinguish between matters within our control and operational decisions and notifications controlled by the airline.
We sincerely apologise for the inconvenience and uncertainty caused by the cancellation. We hope this explanation clarifies why the timing of the notification and the availability of alternative arrangements were affected by the airline’s control of the reservation.
Warm regards,
TravelUp
Reply from TravelUp
Dear Nadeeja,
Thank you for taking the time to leave us a 5-star review!
We’re delighted to hear that you found our service helpful and fast. At TravelUp, we understand that when arranging travel, customers want a straightforward experience with prompt assistance whenever it is needed, so it’s wonderful to know that we were able to meet your expectations.
Your positive feedback is greatly appreciated and will be shared with our team as encouragement to continue providing efficient, helpful, and customer-focused service.
Thank you once again for choosing TravelUp, and we hope to assist you with your future travel plans.
Warm regards
TravelUp
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.