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
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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.
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Booking was straighforward. I hope I receive a good service after purchase as well. I'll feedback once I complete my full journey.
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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
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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
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Easy transaction and good prices
24 September 2026
Reply from TravelUp
Dear Michael,
Thank you so much for your fantastic 5-star review!
We’re delighted to hear that you found the transaction easy and straightforward, and that you were happy with the prices available through TravelUp. We understand that customers want the booking process to be simple and convenient, while also being able to find travel options that represent good value.
It’s wonderful to know that everything went smoothly for you, from making your selection through to completing the transaction. Your positive feedback is a great encouragement to our team and reassures us that we’re delivering the easy and convenient booking experience we aim to provide.
Thank you again for taking the time to share your experience and for choosing TravelUp. We truly appreciate your support and hope to assist you with many more journeys in the future!
Warm regards
TravelUp
$849 Cancellation Fee — Without Telling Me Before They Canceled
I booked a hotel through TravelUp at approximately 10 a.m. and, due to a change in circumstances, needed to cancel within about three hours.
I immediately tried multiple ways to contact them — phone, online chat, and email — specifically to ask about canceling the reservation. I was unable to get a timely response.
When I finally received an email response several hours after my last attempt to reach them, I was told they had already canceled my reservation and would be charging me an $849 cancellation fee.
My biggest issue is that they canceled the reservation without first informing me that an $849 fee would apply or giving me the opportunity to decide whether I still wanted to proceed with the cancellation. Had I been told the cost before they processed it, I obviously would have reconsidered.
Even more confusing, the $849 cancellation fee was higher than the amount I had actually booked and been charged for the hotel room.
I understand that bookings can have cancellation policies and fees. What I don't understand is canceling a customer's reservation first and only afterward informing them of an $849 charge — particularly when the customer had been trying for hours to reach someone.
Based on this experience, I would not book through TravelUp again.
23 September 2026
Unprompted review
Reply from TravelUp
Dear Staci,
Thank you for taking the time to explain your experience in such detail.
We are sorry to hear about the frustration caused by the cancellation of your hotel reservation and, in particular, your concerns regarding the cancellation fee and the timing of the communication you received.
We completely understand why receiving information about a significant cancellation charge after the cancellation had already been processed would be concerning. We also appreciate that you had attempted to contact us through several channels shortly after making the booking and that you wanted to understand the financial implications before proceeding with the cancellation.
We would, however, like to clarify an important point regarding cancellation charges. The cancellation conditions and applicable fees are determined by the accommodation provider/property based on the rate and booking conditions selected. TravelUp does not independently decide what cancellation penalty a hotel applies to a reservation, nor can we simply waive or alter a charge that has been imposed under the property's terms.
The cancellation conditions applicable to a booking are provided as part of the booking information, and customers should carefully review these conditions before confirming a reservation, particularly where the rate is non-refundable or carries a specific cancellation penalty.
We appreciate that your main concern is that you would have preferred to know the exact financial consequence before the cancellation was processed. We understand why you feel you should have had the opportunity to reconsider. Where there is any uncertainty regarding the applicable cancellation cost, customers are also more than welcome to reconfirm the cancellation conditions and associated charges directly with the hotel/property before requesting cancellation.
We are also sorry that you experienced difficulty reaching us promptly through the available contact channels. We understand that delays in communication can make an already stressful situation considerably more frustrating, particularly when a customer is trying to make a time-sensitive decision about a booking.
With regard to your comment that the cancellation fee was higher than the amount you were charged for the room, we would need to review the specific booking and the property's cancellation terms to establish exactly how the amount was calculated. Different booking conditions can apply depending on the rate, dates, property policy and cancellation terms attached to the reservation.
We regret that this experience has left you disappointed and has affected your confidence in booking with TravelUp. We hope the above clarification helps explain that cancellation fees are determined by the property and are not charges arbitrarily imposed by TravelUp.
Warm regards
TravelUp
Reply from TravelUp
Dear Ishari,
Thank you so much for your fantastic 5-star review!
We’re delighted to hear that you found the booking process super easy and were also pleased with the price available. At TravelUp, we aim to make booking your travel as simple, clear, and convenient as possible, while offering a wide range of options to suit different travel needs and budgets.
It’s great to know that you were able to complete your booking without any difficulty and found the overall experience straightforward. We truly appreciate you taking the time to share your positive feedback, as it means a great deal to our team.
Thank you for choosing TravelUp. We hope to assist you again with your future travel plans and provide another smooth and convenient booking experience!
Warm regards
TravelUp
Reply from TravelUp
Dear Gerhard,
Thank you for taking the time to leave us your 4-star review and for sharing your feedback with us.
We’re pleased to hear that you found the overall booking process relatively easy. However, we’re sorry that you found the section relating to the address and name unclear. We understand that entering personal and booking information needs to be as straightforward as possible, and we appreciate you bringing this particular point to our attention.
Clear instructions and an intuitive booking process are important to us, so feedback like yours is extremely helpful. We’ll make sure your comments are taken into consideration as we continue looking for ways to improve the clarity and usability of our booking journey.
We’re grateful for your positive feedback overall and for taking the time to highlight an area where we can do better. We hope that your next experience with TravelUp will be even smoother and more straightforward.
Thank you again for choosing TravelUp, and we look forward to assisting you with your future travel plans.
Warm regards
TravelUp
Reply from TravelUp
Dear Mrs. Sturley,
Thank you so much for your wonderful 5-star review!
We’re delighted to hear that you found the booking process easy and that all the information you needed was clearly presented. We understand how important it is when arranging travel to have straightforward information available throughout the booking journey, so it’s great to know that you found everything clear and easy to follow.
We’re also pleased that you received your confirmation quickly. We know how reassuring it can be to receive prompt confirmation after completing a booking, and we’re glad that this helped make your experience smooth and stress-free.
Your feedback about the overall value is greatly appreciated as well. We aim to provide a convenient booking experience alongside a wide range of travel options, and it’s fantastic to know that you were happy with what we offered.
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
Reply from TravelUp
Dear Lilantha,
Thank you so much for your fantastic 5-star review!
We’re delighted to hear that you were pleased with the service you received from TravelUp. Providing a smooth, convenient, and reliable experience for our customers is extremely important to us, so it’s wonderful to know that we met your expectations.
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 delivering a high standard of service to every customer.
Thank you again for choosing TravelUp. We look forward to assisting you with your future travel plans and providing another great experience.
Warm regards
TravelUp
Just booked for 1st time so I will add…
Just booked for 1st time so I will add to my review after my stay but so far so good. Best price by far on the trivago app
24 September 2026
Reply from TravelUp
Dear Francis,
Thank you so much for your 5-star review and for giving TravelUp a try for the first time!
We’re delighted to hear that your experience has been positive so far and that you found a great price for your stay through the Trivago app. We understand that when booking with a company for the first time, having a smooth booking experience and finding good value can make a big difference, so we’re pleased to know that you were happy with what you found.
We also really appreciate that you’ve mentioned you’ll update your review after your stay. We hope everything goes smoothly and that your accommodation experience is just as positive as the booking process has been so far.
Thank you again for choosing TravelUp for your first booking and for sharing your initial experience with us. We truly appreciate your confidence in giving us a try, and we hope to welcome you back for many more bookings in the future!
Warm regards
TravelUp
Extremely disappointing experience with TravelUp
I am extremely disappointed with TravelUp and the way the pricing for our booking was handled.
When making the booking, the prices shown were clearly different for adults, a child, and an infant. Based on the prices displayed, the calculation should have been:
• 4 adults × £289 = £1,156
• 1 infant = £46.38
• 1 child = £247.03
• Booking fee = £50
• Expected total = approximately £1,499.41
However, we were charged approximately £275 more than this. What makes the situation even more confusing is the booking breakdown we received, which appears to show £1,440 for 4 adults — effectively £360 per adult — despite the adult fare being displayed as £289.
This is extremely difficult to understand and raises serious concerns about the transparency of TravelUp's pricing. If the advertised adult price was £289, I expect TravelUp to clearly explain why the final breakdown shows a substantially higher amount per adult and where the additional charges came from.
What makes this experience even worse is the customer service. I have sent multiple emails regarding this issue and, despite repeatedly asking TravelUp for an explanation and a thorough investigation, I still have not received a proper response. Being charged significantly more than the prices I understood I was booking at and then receiving no meaningful response is extremely frustrating.
I have the booking breakdown and supporting screenshots showing the prices and charges, so I expect TravelUp to provide a clear, itemised explanation of exactly how the final amount was calculated.
Customers should not have to chase a company repeatedly just to understand what they have been charged for.
Based on my experience, I am extremely disappointed with TravelUp's pricing transparency and customer service. I would strongly advise anyone considering booking through TravelUp to carefully check the final price and all charges before making payment.
TravelUp needs to properly investigate this matter, explain the pricing discrepancy, and respond to customers who have paid their money and are simply asking for a transparent breakdown of the charges.
10 September 2026
Unprompted review
Reply from TravelUp
Dear Aizaz,
We are genuinely sorry for the frustration and disappointment caused by your experience, particularly regarding the pricing breakdown and the difficulty you experienced in obtaining clarification.
We fully understand why seeing different figures during the booking process and then receiving a different-looking breakdown would be confusing, and we apologise for the concern this has caused.
At TravelUp, we want our customers to have a seamless overall experience, from searching for their travel arrangements through to completing their booking. Unfortunately, incidents where the pricing presentation causes confusion are not the experience we want our customers to have.
Having reviewed the pricing information relating to your booking, we would like to clarify the calculation. The amount of £289.02 was the per-passenger amount used in the booking calculation. The total passenger fare was £1,734.14 for 6 passengers. When this total is divided equally across the six passengers:
£1,734.14 ÷ 6 = £289.02 per passenger
We appreciate that the underlying airline fare can differ depending on whether the passenger is an adult, child, or infant. However, when the total price was presented to you by our booking system, the system automatically divided the overall passenger fare equally across the number of passengers for the purpose of displaying the per-passenger amount.
This means that the £289.02 figure should not be interpreted as an individual adult fare of £289.02, with separate adult, child, and infant fares then added on top. Rather, it represents the total passenger fare divided equally across all six passengers. The underlying fare calculation can contain different fare components depending on the passenger type, while the booking interface may present the overall amount on an equal per-passenger basis.
We understand why the figure of £1,440 shown against the four adults may have caused further confusion, particularly when compared with the £289.02 per-passenger figure. We appreciate that customers understandably expect the passenger categories and final booking breakdown to be immediately clear and consistent. We are sorry that the way these figures were presented did not provide the clarity you expected.
We would also like to clarify that this same pricing breakdown and explanation has already been provided to you by our team via email in response to your query. We therefore regret that you feel you have not received an explanation, as our records indicate that the calculation and the basis of the £289.02 per-passenger figure have already been explained to you.
We also acknowledge your comments regarding the emails you sent to us. We sincerely apologise if you felt that your concerns were not addressed promptly or adequately. When a customer has a question about the amount they have paid, we understand that they understandably want a clear and transparent explanation, and we regret the frustration caused by the communication difficulties you experienced.
Based on our review, the difference you identified does not represent an unexplained additional charge of approximately £275 being added to the booking. The £1,734.14 passenger fare, together with the applicable booking fee and other components shown in the booking, forms part of the total amount processed for the reservation. The £289.02 figure was generated by dividing the passenger fare equally across all six passengers.
We appreciate you taking the time to provide your feedback and explain your concerns. We hope this response, together with the explanation already provided to you by email, clarifies how the pricing was calculated and why the per-passenger figure appeared as £289.02.
We sincerely apologise again for the confusion and frustration caused and for any shortcomings in the communication surrounding your query.
Warm regards,
TravelUp
TravelUp is a scam
Bought airtickets from TravelUp. My brother sadly passed away. Submitted all required documents. Virgin has authorisated the full bereavment refund but TravelUp still withhold the money. 3 months now, still received nothing.
24 September 2026
Unprompted review
need to fly before i can give is 5 stars
24 September 2026
Reply from TravelUp
Dear Customer,
Thank you for taking the time to leave us a 4-star review!
We completely understand that, as you’ve only completed the booking so far, you’d like to wait until after your journey before giving a full assessment of your overall experience. We appreciate you giving TravelUp a positive rating based on your experience with the booking process so far.
We hope everything goes smoothly with your upcoming travel and that your journey is just as straightforward and stress-free as the booking itself. We’ll be delighted if, once you’ve completed your trip, you feel that TravelUp has provided the level of service you were hoping for.
Thank you again for choosing TravelUp and for sharing your initial feedback with us. We genuinely appreciate your trust and hope to welcome you back for future travel arrangements as well.
Warm regards
TravelUp
Easy booking process.
24 September 2026
Reply from TravelUp
Dear Lionel,
Thank you so much for your wonderful 5-star review!
We’re delighted to hear that you found the booking process easy and straightforward. At TravelUp, we understand how important it is for customers to be able to arrange their travel without unnecessary complications, so we aim to keep every stage of the booking journey as clear, convenient, and user-friendly as possible.
It’s fantastic to know that everything went smoothly for you. We truly appreciate you taking the time to share your positive feedback, as it’s a great encouragement to our team and motivates us to continue providing a simple and hassle-free booking experience.
Thank you again for choosing TravelUp. We look forward to helping you with your future travel plans and providing another smooth experience.
Warm regards
TravelUp
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
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