I have just book with them but my booking did not go through so i called them and he tried to make me pay more and then waited on the phone for me to pay which I decided not to do as it all sounded a bit dodgy. I then received an itinery and booking confirmation although I had not actually booked so now I am scared they will take the money??
I called the guy Sam back and he started screaming at me down the phone like an absolute loonatic, this company are FRAUDSTERS do not use them at all!!!
by MissAnnieMac
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Travelup
London
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26 reviews
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511 Oxford Road, Reading, Berkshire, London RG30 1HF
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Mon - Sat: 9:00 - 18:00
Sun: closed
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26 reviews of Travelup in English
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Dreadful company. They made errors in the name on our e-tickets, repeated efforts to get them to correct this on the day of purchase when it could be done at no cost were not dealt with by their call centre. Repeated efforts to resolve the problem over following days just involved being passed from pillar to post by rude, unhelpful staff, I believed trained never to accept responsibility for their errors.
Subsequent research has shown that their call centre is in Karachi and their UK headquarters is a run down end terrace office in Reading adjoining a takeaway. They didn't bother replying to postal correspondence.
Using this company involved costly ticket cancellations and using a company with a good reputation instead. Avoid Travel Up like the plague.
Subsequent research has shown that their call centre is in Karachi and their UK headquarters is a run down end terrace office in Reading adjoining a takeaway. They didn't bother replying to postal correspondence.
Using this company involved costly ticket cancellations and using a company with a good reputation instead. Avoid Travel Up like the plague.
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DO NOT USE TRAVELUP OR ITS ASSOCIATES UNDER ANY CIRCUMSTANCES. IT IS A FRAUDULENT COMPANY. I booked a flight from Manchester to hong Kong and received an on screen confirmation confirming the exact details I had booked only to receive e- tickets for a different date. They must have a computer programme in place conning online bookings. READ ALL THE FORUMS ABOUT THIS COMPANY BEFORE BOOKING. THEY HAVE AN ATOL NUMBER 7227.It is a company registered in Reading
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I wouldnt even put a rating but u have to, rude staff not worth calling up, do not explain anything either, out of hundreds only get £50 if they think thats even worth giving let it be a emergency or anything, never booking a flight and would not reccomend anybody either
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TERRIBLE and that's an understatement.
Unhelpful and rude sums up the call centre staff.
They may be slightly cheaper on the offset but certainly make up for it if you need the slightest amendment, that is of course if you can speak to someone who can help you before they hang up on you.
They do not do anything they say they will - eg call back or email you.
AVOID at all costs!!!
Unhelpful and rude sums up the call centre staff.
They may be slightly cheaper on the offset but certainly make up for it if you need the slightest amendment, that is of course if you can speak to someone who can help you before they hang up on you.
They do not do anything they say they will - eg call back or email you.
AVOID at all costs!!!
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Have a look at where they are supposed to be based on Streetview: it is a corner shop and the call centre is in India. Never book a flight with anyone who is not ABTA and always use a credit card so you are covered by the Consumer Credit Act. In haste, I did neither of these things and am now repenting at leisure. I booked a flight to Miami with British Airways through TravelUp in March. I booked World Traveller plus which is BA's version of Premium Economy. BA have a standard policy of overselling any premium seats, the plane was full and I was downgraded. As my contract is with TravelUp and BA's contract is with TravelUp, BA owe TravelUp a refund and TravelUp owe me a refund. This is correct and I have confirmed this with Citizens Advice and sought independent legal advice.
When I first contacted TravelUp they told me to send them a copy of the ticket from Ba which shows I was downgraded and they will arrange a refund. They advised me that I could send this via e-mail. I emailed them on April 2nd and received an automated response saying they respond to 97% of enquiries within 48 hours. After a week I telephoned them to chase the enquiry and asked to be put through to a manager. I was put through to someone called Ken who said it was my fault for accepting the downgrade and that I need to contact BA. Ken would not let me speak, shouted at me and left me feeling very upset. I contacted BA again and Citizens advice who confirmed it is TravelUp who owe me the fee. I called them again several times and each time I was lied to, had the phone put down on me or was shouted at. I sent several emails but never got a response.
I decided that I would not just let this go and that I would write to them in the post threatening legal action. Before I did this I telephoned them pretending that I wanted to buy first class tickets to Miami and recorded the call using the voice memo function on my phone. I asked what would happen if I was downgraded. "George" who I spoke with said that "it is impossible" to be downgraded. I explained I had been downgraded in the past and asked if it happened and my contract was with TravelUp and not the airline, who would be responsible for getting me the refund. George confirmed that TravelUp would get me the refund. He then said again that I haven't got to worry because if they supply me a seat then that class of seat is gauranteed. I explained that on British Airway's website it states that no premium seats are guaranteed and that I could be downgraded. George then again confirmed that TravelUp would process the refund and that this would take 6-7 days before I receive a refund. I asked if this was stated anywhere on TravelUp's website. George said that the call is recorded and he guarantees that what he is saying is correct.
I explained that I had purchased a ticket and been downgraded and was due a refund. I also explained that I was recording the call. After putting me on hold for a few minutes George came back on the phone and again try to assure me that whatever class of ticket i booked through them was guaranteed. As he clearly hadn't grasped what I was saying, I gave him my previous booking reference and asked if the class was guaranteed why had I been downgraded and why weren't they processing my refund? Again I was put on hold. Another chap came on the phone, also saying he was called George. I had been on the phone for 20 minutes now! This George tried to tell me what Ken had said on day one and that they had done nothing wrong and that I had to speak to BA. After me explaining for 5 minutes that my contract was with them and that I had not received what I had paid for and that I was recording the call and would start legal action he finally said that they would start to process the refund and would get back to me today.
The whole experience has been really disappointing. ATOL only protect against the airline going bust. Trading Standards aren’t interested as they treat it as a civil dispute. Citizens Advice can only tell you to write to the company threaten legal action and then go to the court. After that they will not give any legal advice. If TravelUp don’t get back to me, I have to go to the courts to start a civil action. The judge can decide that they are in breach of contract but he can’t necessarily make them pay me anything. I would then probably have to start a petition to wind them up. Most people do not have the inclination or determination to go as far as I have and the web is full of damning reports on this company. Stay well clear.
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I booked flights to travel to Orlando with them as they were the cheapest around by about £100. I booked on 21st March 2013. I received a confirmation email and all was fine until I got a call on 28th march 2013 from a representative of the company to tell me that unfortunately when I booked my flights at 11pm on 21st march 2013, the price had changed at midnight (1 hour after I booked) and as a result I would have to pay £350 more. I asked why I had to pay more as the price only changed an hour after I had booked and paid and surely the price I paid had to be honoured. At this point he was very aggressive and I had to ask him numerous times to stop shouting at me.
At first I thought it was a hoax call, maybe somebody trying to get my to disclose my card details over the phone as the guy didn't even know the details of my booking. He told me it was for 4 adults and 1 child, when it was in fact for 3 adults, 1 child and 1 infant. He only knew the flight was to the USA and didn't know the dates of travel.
I was on the phone for 25 minutes trying to understand what was going on as he was talking very fast and kept putting me on hold claiming that he was 'looking for a good deal for me'. I told him in the end that I just wanted a refund as I was unhappy to deal with his company. I also asked why it had took them a week since I had booked to contact me, to which he replied he had been off sick.
He told me that the money would be refunded to my card in 3 working days. That was 28th march. I emailed him directly on 4th April and submitted a web enquiry form asking about my refund. He completely ignored my email and despite getting an automated email saying 97 percent of emails are responded to within 24 hours, i am still awaiting a reply. I rang again on 5th April (as it had been Easter bank holiday in between) as the money had still not been refunded. He told me it would be in by 8th April. 8th April I rang again to be told another 3 working days. friday 12th April I rang again to be told it would be today.
I looked up details to complain on the company website and it says that in emergencies to contact Mr. Ken or Mr. Sam and provides mobile numbers. The first mobile number for Mr. Sam rang out and whoever answered told me I had the wrong number. The second number for Mr. Ken was indeed him. I explained my problem and he told me he would call me back-this was last Friday 12th April. I am still waiting for his call.
I am worried sick I will not get the money back as it has now been just short of a month and it is over £3000. I can't book anymore flights until I get the money back and at this rate the flights are going to be that expensive that we won't be able to go.
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very rude customer service, many problems with just a simple tickets booking, hung up the call from customer. the worst company I have ever seen! do not believe any good review, it must be written by themselves! never use it! just spend 20 more pounds and choose other company.
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PLEASE REPORT THEM TO TRADING STANDARDS! LIKE MOST PEOPLE HERE I CAN NOT BELIEVE HOW THEY ARE ALLOWED TO OPERATE IN THE UK. I HAVE MADE A FORMER COMPLAIN TO TRADING STANDARDS AND I WAS TOLD THAT THEY HAVEN'T HAD MANY COMPLAINS BUT HAVE NOTICED A HIGH NUMBER OF BAD REVIEWS, SO PLEASE TRY TO CALL TRADING STANDARDS AND LET PUT AN END TO THIS CRIMINALS!
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LCID, 27 March 2013:
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AVOID
this agency at ALL COSTS! While the initial ticket was ‘competitive’, the cost
of a two day change due to a family emergency was an additional 50%. This was
explained away as an ‘upgraded fare’ however was in the last row of the plane
in non reclining seats. The staff are
either too inept or otherwise incompetent to return voicemails or emails,
struggling even to answer the most basic questions. There is an astonishingly
poor level of customer service, and the staff’s rather tenuous grasp of English
leads me to believe that the call centre is outsourced. This of course would not be an issue if the
level of customer service was consistent or even existent, as it stands
they are rude, inefficient and have put the phone down on me on at least three
separate occasions.
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Customer service non-existent. Need airline's own reservation number to use the airline's systems. Emailed Travel-up twice and get automatic reply saying 97% of their emails are answered within 1 day. First email I sent them was over a month ago, I've never heard back from them. Would never use again - would prefer to walk.
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Can I give zero stars?!? That is what they really deserve for the below poor customer service. I had made a booking to fly to Colombia, and received an email confirming that the payment had been successful and the booking had been made. I get a lenghty e-mail telling me something had gone wrong with the card, and that it was a potential fraud, something that happens with credit cards (i had paid with a debit card) or with cards which have not been issued in the UK (my card was a UK bank card). They gave me 24H to resolve the situation, ie, it was friday and i had until saturday. They did not however explain what they expected me to do to resolve, they just said i needed to pass security on the card...i asked for more info, and they were still not answering my question. At the weekend I was unable to call them as the person I needed to speak to was not in, and on Monday when I finally reached him, he said my deadline had expired and I no longer had a booking. I was very upset, and asked how that was possible that a conformed booking would be cancelled like this. My flight was full by now...this person became really agitated and answered none pf my questions, because he did not like the way I was speaking to him. He said I needed to send an email to cancel the booking or I would not get a refund...I asked ' how is it possible that I need to write to you to get a refund when you just said my booking has been cancelled?!?' I will never know the answer, he just huffed and puffed and put the phoen down. When I rang back he shouted ' if you want to speak to me you will have to talk nicely! I dont want to speak to you! and put the phone down again...they are a joke...don't bother booking. I am thinking of suing them for breach of contract.
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I was compelled to come here to warn people. The low price they quote is an absolute fraud, as they are littered with hidden costs. They incorrectly booked our families Christmas holiday ticket and then charged us over £500 to correct the tickets.... Ok then, if you try to cancel, they add a further £400 in hidden admin fees. All of this, even after alerting them within 6 hours of them issuing tickets. It's like they purposely engineer it so you will pay hidden fees to them.
The sad part is, your credit card company or insurance will not likely cover you for negligence of an agent. AVOID TRAVELUP - They are are a complete Fraud !
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Same as everyone else. Had flights rescheduled but was not informed by travelup, had to find out myself despite their legal obligation to let me know.
Have made me wait over 3 days to see if a reschedule is possible because "The Airline does not have a phone number", despite having a fleet of over 60 plane flying to 30 destinations and revenue of over $2 billion. Do not book due to cost as you'll get burnt.
Have made me wait over 3 days to see if a reschedule is possible because "The Airline does not have a phone number", despite having a fleet of over 60 plane flying to 30 destinations and revenue of over $2 billion. Do not book due to cost as you'll get burnt.
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Do not use this company. It looks like my experience is the norm but we booked flights months ago then were told (despite having paid in full) they were no longer available. This is definitely a fraudulent company. 4 weeks on I am still waiting for the refund and have been told it will take another 8 weeks
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Fraudulent Travel Agency! £2084 payment and NO FLIGHTS BOOKED.
Travel Up is fraudulent and I urge everyone considering to book flights through this company to NOT do so under any circumstances. My friend and I booked flights to India after searching for suitable flights through Sky Scanner. We paid by debit card and instantly received an itinerary and confirmation email to confirm our payment was successful. As you can imagine, we were excited! Five days later we noticed the money had not been removed from the bank account – after contacting our bank we discovered that no attempt to withdraw the money from the account had been made. Confused, we contacted Travel Up who rudely informed us that they didn’t reserve our flights because we did not contact them with a 6 digit security code to authorize the payment despite sending us a booking confirmation. They then said the flights had gone up and refused to honour the original price - we agreed to pay the increase and asked them to make the transaction immediately. Travel Up had all the details needed but emailed requesting additional personal details which a fraud department confirmed were not needed for any kind of online transaction. After over a week of trying to desperately book flights through Travel Up we refused to provide these additional details, cancelled to booking and informed our bank to refuse any payment attempt by Travel Up. Nadeem who was ‘managing’ our booking at Travel Up rudely said there would be a cancelation fee of £200. We argued that they hadn’t processed the booked or booked the flights so charging us this sum would be illegal. 2 days later after we booked flights through a trusted agent Travel Up withdrew £2084 from our account which was more than the price of the tickets. We received no e-tickets to fly after the transaction was made or any contact from the agency. Their silent continues and they have not refunded our money – We lucky claimed this money back from the bank as they investigated this and confirmed it was fraud. My friend and I fly regular and have never experienced anything like this before. Please refrain from using this company at all costs!.
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AVOID AT ALL COST
They are criminals, charging £350 for cancelation. But that's nothing compared to customer service I have received. Not helpful and patronising.
I have got agreement with manager to get the charge smaller, week later nobody knows about the agreement (apparently also person who introduced himself as manager was not a manager). After loosing calm tone, reciving agreed lower cancellation charge was conditioned (blackmailed) only if I send written apology!!!
Joke, joke!!
They are criminals, charging £350 for cancelation. But that's nothing compared to customer service I have received. Not helpful and patronising.
I have got agreement with manager to get the charge smaller, week later nobody knows about the agreement (apparently also person who introduced himself as manager was not a manager). After loosing calm tone, reciving agreed lower cancellation charge was conditioned (blackmailed) only if I send written apology!!!
Joke, joke!!
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I booked 4 tickets for a family trip on their website after finding them slightly cheaper than anyone else. I get an e-mail 2 days later saying there is a problem and they are trying to resolve it with the airline. I phoned them and asked what the problem was and I was told I would get a phone call back in 5 minutes. After 2 hours I received no phone call, so I phoned them back and I was told the airline had an issue with the return flight and the price had gone up, but he was trying to resolve the issue and said he will phone the next day. He phoned the next day saying he had got 2 tickets sorted, but not the other two and I had to pay an extra £60, I said this is not my problem as I paid the price advertised by their website, he said it's not their problem and was the airlines fault. I said this is not right, I was told then either the trip will be cancelled or you pay up. I had no choice, so I said fine. After this he said, its not £60 its actually £85 on top. I was not happy at all, I wanted to cancel, but when shopping around I could not find the same flights, so I had no choice but to pay up. Then he said your e-ticket will be sent within 24 hours, after 24 hours no e-ticket. After several phone calls, finally e-ticket arrives. I have used many websites such as ebookers, opodo and travelocity and never had I experienced such a poor experience. When phoning their conduct is not great. AVOID like the plague.
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I called 4 times across 3 days and tried to get a booking confirmation and was fobbed off by very rude Indian men, they constantly talk over you and make promises to call you back and don't.
Given the fact that they all have the same dialect and poor level of grammar and pronunciation, its very clear that this is an indian call centre.
When you ask to speak to a manager you are told 'sorry they are busy with other people, call back in 30 mins' when I asked if I could hold for them I was told very rudely 'NO!" and cut off.
Apparently the manager there is Claire Rixon but she is never in the office and wont call anyone back according to the person I just spoke too.
Nadeem and Lee are very rude and I would NEVER use this company again.
My e-ticket contains spelling mistakes and has the wrong address and they have even spelt 'London' wrong - they cant change it unless I email in, not over the phone.
Travel up also give out personal information without authenticating who is on the end of the phone - this is in breach of the data protection act and needs to be dealt with immediately, I will be writing to the information commissioners office to lodge a formal complaint.
Again, Avoid this sham operation at all costs.
Given the fact that they all have the same dialect and poor level of grammar and pronunciation, its very clear that this is an indian call centre.
When you ask to speak to a manager you are told 'sorry they are busy with other people, call back in 30 mins' when I asked if I could hold for them I was told very rudely 'NO!" and cut off.
Apparently the manager there is Claire Rixon but she is never in the office and wont call anyone back according to the person I just spoke too.
Nadeem and Lee are very rude and I would NEVER use this company again.
My e-ticket contains spelling mistakes and has the wrong address and they have even spelt 'London' wrong - they cant change it unless I email in, not over the phone.
Travel up also give out personal information without authenticating who is on the end of the phone - this is in breach of the data protection act and needs to be dealt with immediately, I will be writing to the information commissioners office to lodge a formal complaint.
Again, Avoid this sham operation at all costs.
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To reaffirm other people's statements - avoid booking flights with this company at all costs. If you need to amend flight details - expect to wait 48 hours for a response. I tried calling them to no avail - I was asked to simply email my request... Furthermore - they work between the hours of 9-5! Completely useless if you are in a different time zone... Please DO NOT use this company
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I agree with all the other reviews on this website, watch out this agency, to save 20 pounds you might end up spending much more. Same problem as for the others, I booked the ticket through travel up, but didn't receive any e-ticket, only after few days I queried them they told me the ticket fare I booked wasn't available any more and had to pay 200 pounds extra to get on the same flight I originally booked..they are just disgusting..
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