TravelUp Reviews 

Reply from TravelUp

Sep 21, 2026

Dear Carol,


Thank you very much for your 5-star review and for taking the time to share such detailed feedback about your experience with TravelUp.

We’re delighted to hear that you found our website easy to use and, in particular, that you appreciated being able to clearly see the relevant information throughout each stage of the booking process. We understand how important it is to have access to the details you need when making travel arrangements, especially when reviewing your choices before moving on to the next step.

It’s wonderful to know that the layout and information provided gave you the reassurance and confidence to progress through your booking at your own pace. Providing a clear and straightforward online experience is something we continually strive to achieve.

Thank you once again for choosing TravelUp and for sharing your positive experience. Your feedback is greatly appreciated by our team, and we hope to have the opportunity to assist you again with your future travel plans.

Warm regards
TravelUp

Reply from TravelUp

Sep 20, 2026

Dear Heidi,


Thank you so much for taking the time to leave us a wonderful 5-star review!

We’re delighted to hear that you found the booking process with TravelUp super simple and straightforward. We understand that arranging flights and planning a trip can sometimes feel stressful, so our aim is to make the process as smooth, convenient and hassle-free as possible from start to finish.

It’s fantastic to know that we were able to provide you with an easy booking experience. Your feedback is greatly appreciated and serves as a real encouragement to our team as we continue working to provide a seamless experience for our customers.

Thank you once again for choosing TravelUp and for sharing your positive experience. We look forward to helping you with many more journeys in the future!

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Judy,


Thank you for taking the time to leave your 2-star review and for sharing your detailed feedback with TravelUp.

We’re pleased to hear that you found the information about your available options clear. We understand, however, your concern about the amount of time available to complete the purchase and review the accompanying documents in detail.

We appreciate that travel bookings can involve important information, including fare conditions, terms and conditions, baggage allowances and details of any additional products selected. Customers should have the opportunity to review this information carefully and make sure they are comfortable with the terms before completing their purchase. We’re sorry that you felt the time available did not provide sufficient opportunity to do this.

We also understand that having to work through these details within a limited booking window can add pressure to what should otherwise be a straightforward process. Your feedback is therefore particularly valuable, as it highlights the balance between maintaining live fare and availability information and giving customers adequate time to review the information presented to them.

We will take your comments on board as part of our ongoing review of the booking journey, particularly around how we can make important documentation and terms easier to review before customers complete their purchase.

Thank you again for providing constructive feedback. We appreciate your positive comments regarding the clarity of the options available, while also recognising the frustration caused by the time limitation. We hope to provide you with a clearer and more comfortable booking experience in the future.

Warm regards
TravelUp

Reply from TravelUp

Sep 20, 2026

Dear Emmanuel,


Thank you so much for your wonderful 5-star review!

We’re delighted to hear that you found everything simple and straightforward when booking with TravelUp. We know that arranging travel should be as easy and stress-free as possible, and it’s great to know that we were able to provide you with a smooth experience.

We truly appreciate you taking the time to share your feedback and for choosing TravelUp for your travel plans. Your kind words mean a lot to our team, and we look forward to assisting you again with your future journeys.

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Customer,


We’re very sorry to see your 1-star review and to hear that you have been left feeling this way following your experience with TravelUp.

We sincerely apologise for any inconvenience, frustration or disappointment that may have been caused, and we understand that a negative experience can understandably lead to strong feelings.

At TravelUp, we want every customer to have a seamless experience throughout their journey, from the initial booking through to the completion of their travel arrangements. When an experience falls short of those expectations, we take the feedback seriously, and we’re sorry to hear that you feel you have not received the service you expected.

We would, however, respectfully ask that conversations and feedback remain courteous and respectful. We genuinely want to understand what happened and, where possible, look into the circumstances that led to your dissatisfaction.

From the information provided in your review, we are unfortunately unable to identify what specifically occurred or what aspect of your booking or service has led you to feel that your money was taken unfairly. We would therefore be grateful if you could provide a little more detail about your experience, such as what happened with your booking, payment, refund or any communication you had with us.

With some additional information, we can better understand the circumstances and investigate the matter appropriately. Our intention is not to dismiss your concerns, but rather to understand them properly so that we can address any issues and provide you with the appropriate assistance.

Thank you for bringing your concerns to our attention. We hope you will give us the opportunity to understand what happened and work towards addressing your experience.

Warm regards
TravelUp

Reply from TravelUp

Sep 20, 2026

Dear Customer,


Thank you so much for your fantastic 5-star review!

We’re delighted to hear that you found everything quick and simple when booking with TravelUp. We always aim to make the booking process as smooth, convenient and hassle-free as possible, so it’s wonderful to know that you had such a straightforward experience.

We really appreciate you taking the time to share your feedback and for choosing TravelUp for your travel plans.

Your kind words are greatly appreciated by our team, and we look forward to assisting you again on your future journeys!

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Sanj,


We’re very sorry to see your 1-star review and to hear that you were left feeling so disappointed with your experience with TravelUp.

We sincerely apologise for any frustration, inconvenience or upset that may have been caused, and we understand how important it is for customers to receive clear, professional and helpful support when making travel arrangements.

At TravelUp, our aim is to provide customers with a seamless experience from the initial booking through to the completion of their travel plans. We’re therefore concerned to hear that you felt you were passed from one place to another and that the assistance you received did not meet the standard you expected. We also regret hearing your comments regarding the manner in which you felt you were treated. Professional, respectful and helpful communication is important to us, and we take feedback of this nature seriously.

We would also like to clarify that TravelUp is a travel booking agent, and our role involves facilitating bookings and assisting customers in relation to their travel arrangements. Depending on the nature of a request, certain matters can ultimately be controlled by the airline, including aspects such as flight schedules, operational changes, ticket conditions and certain post-booking decisions. We understand, however, that this should not leave a customer feeling that they are being sent from one place to another without appropriate assistance or explanation.

We also appreciate that you have expressed a preference for booking directly with airlines. Customers are free to choose the booking channel that best suits their individual needs, and we respect that preference. Our responsibility is to provide the service associated with the booking made through TravelUp and to assist customers as effectively as possible within the scope of our role.

Regarding your reference to TravelUp being based in India, we would simply note that our location should not affect the standard of service or professionalism our customers expect from us. We are sorry that your experience did not reflect the level of service we aim to provide.

Unfortunately, the review does not include enough information for us to identify the specific booking or determine exactly what happened. If you are willing to provide further details of your booking and the circumstances surrounding your experience, we would welcome the opportunity to review the matter properly and better understand where things went wrong.

Thank you for taking the time to share your concerns. We’re sorry that your experience led to such a negative impression of TravelUp, and we hope you will allow us the opportunity to understand the situation more fully.

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Barbara,


Thank you for taking the time to leave your 2-star review and for sharing such detailed feedback about your experience with TravelUp.

We’re sorry to hear that you found the website confusing and that the number of additional options presented during the booking process made it difficult to navigate. We understand that when customers are ready to book, they want the essential information to be clear and easy to follow, without feeling overwhelmed by multiple options appearing at the same time. We appreciate your feedback and recognise that the presentation of optional products and services should be as straightforward and transparent as possible.

We’re also sorry that you experienced difficulties when attempting to complete your payment using Klarna. We appreciate how frustrating this must have been, particularly as you already had a Klarna account and reasonably expected the payment process to be straightforward. Having to provide additional documentation and complete face verification, only for the payment not to be processed successfully and ultimately requiring you to use an alternative payment method, clearly added unnecessary time and inconvenience to your booking experience.

Payment verification and approval processes can involve additional checks and are not always entirely within the control of the travel agency, as they may depend on the payment provider and its security or verification requirements. However, we fully appreciate that from your perspective the overall experience was frustrating, especially after you had already spent time completing the requested verification steps.

Your comments are extremely valuable to us because they highlight two important areas of the booking journey: keeping the website experience clear and ensuring that payment options are as convenient and reliable as possible. We’ll take your feedback regarding the additional options, document scanning, face verification and payment experience into consideration as we continue to review and improve the customer journey.

Thank you again for choosing TravelUp and for taking the time to provide such constructive feedback. We’re sorry that the experience did not meet your expectations, and we hope to provide you with a much simpler and smoother booking experience in the future.

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Thomas,


Thank you for taking the time to leave your 2-star review and for sharing your feedback with TravelUp.

We’re sorry to hear that you were unhappy with the £10 surcharge applied when using your charity-held credit card. We understand that an additional charge can be disappointing, particularly when you are completing a booking and do not expect an extra payment cost based on the type of card being used.

We would like to clarify that this surcharge is not a charge that TravelUp deliberately imposes or retains. Any applicable payment surcharge is determined by the banks and payment service providers involved in processing the transaction, based on the payment method and card type used. These charges are therefore outside of our direct control and are not intended to disadvantage customers using a particular type of card.

We appreciate, however, that from a customer's perspective, seeing an additional £10 added to the transaction can understandably be frustrating. We also recognise the importance of making any applicable payment charges as clear as possible before a customer completes their purchase, so that there are no unexpected surprises at the final stage of booking.

Your feedback is valuable to us, and we will take your comments into consideration as we continue to review how payment-related information is communicated throughout the booking process.

Thank you once again for choosing TravelUp and for taking the time to share your experience. We’re sorry that the payment surcharge affected your overall impression of our service, and we hope to provide you with a smoother experience on a future booking.

Warm regards
TravelUp

Reply from TravelUp

Sep 20, 2026

Dear Aakash,


Thank you so much for your wonderful 5-star review!

We’re delighted to hear that you had such a positive experience with TravelUp and that you were able to find a flight that suited both your travel needs and your budget. We always aim to make it easier for our customers to find convenient travel options at competitive prices.

It’s fantastic to know that you were happy with the flight you selected and the overall value we were able to provide. We truly appreciate you choosing TravelUp and taking the time to share your experience with us.

We look forward to helping you find great travel options for your future journeys as well!

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear george,


Thank you for taking the time to leave us your 4-star review and for sharing your experience with TravelUp.

We’re pleased to hear that you found our service to be very good value and that your ticket was delivered quickly. It’s also great to know that you experienced no problems during the booking process and that everything went smoothly from start to finish.

At TravelUp, we understand how important it is for customers to have a straightforward and efficient booking experience, particularly when it comes to receiving their travel documents promptly. We’re delighted that we were able to provide a service that met your expectations.

We truly appreciate your 4-star rating and your positive feedback. Your comments are a great encouragement to our team, and we hope to have the opportunity to make your next experience with TravelUp even better.

Thank you once again for choosing TravelUp and for sharing your experience with us. We look forward to assisting you again with your future travel plans.

Warm regards
TravelUp

Reply from TravelUp

Sep 20, 2026

Dear Laima,


Thank you so much for your wonderful five-star review! 🌟

We’re delighted to hear that you were happy with the service provided by TravelUp. Our team always strives to make the booking process smooth, straightforward and convenient for our customers, so it’s fantastic to know that you had a positive experience.

We truly appreciate you taking the time to share your feedback and for choosing TravelUp for your travel plans.

We look forward to assisting you again with your future journeys!

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Andrew,


We are very sorry to read about your experience and sincerely apologise for the frustration and inconvenience caused.

We fully appreciate how concerning it must have been to have an upcoming flight that needed to be changed, while making repeated attempts to contact us and not receiving a response within the timeframe you reasonably expected.

We also understand how frustrating it must have been to spend such a significant amount of time waiting on the telephone, particularly after already contacting us by email on numerous occasions. Waiting for over an hour and still being in the queue is certainly not the level of service we want our customers to experience, and we are genuinely sorry that you were placed in this position.

Unfortunately, we have been experiencing an exceptionally high overall volume of enquiries and customer requests in recent days. This has resulted in a significant increase in both telephone waiting times and email response times, and we acknowledge that this has affected our ability to respond as promptly as we normally would. While the circumstances explain the delay, we appreciate that this does not make the experience any less frustrating for you.

We would also like to reassure you that your request has not been intentionally overlooked. Where a booking requires a flight change, our team may also need to liaise with the relevant airline and check the applicable fare conditions, availability and any change costs before providing a confirmed solution. This can sometimes add to the processing time, particularly during periods of exceptionally high demand.

We are sorry that the difficulties you experienced have led to such a negative impression of our service. We value every customer's booking and understand that timely assistance is particularly important when travel arrangements need to be amended.

We would very much like the opportunity to look into your individual case and establish what happened with your previous contacts, as well as assist with the outstanding flight-change request. If you could update your review with your booking reference or contact us through our usual channels quoting your booking details, our team can locate the booking and review the matter further.

Once again, please accept our sincere apologies for the inconvenience, frustration and lengthy waiting time you have experienced. We appreciate your patience and regret that, on this occasion, our response times have fallen short of the service standards we aim to provide.

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Lisa,


We are very sorry to read your further comments and sincerely apologise for the distress, frustration and disappointment you have experienced.

We particularly understand the seriousness of the circumstances, as the requested change arose because a passenger had been hospitalised and was not fit to travel. We appreciate how difficult this situation must have been and regret that your experience of contacting us added further stress.

We acknowledge your concerns regarding the communication about the proposed flight change, including the revised dates and times and the £575 charge. We understand why you would expect clear confirmation of the new itinerary before agreeing to such a payment.

When a date change is requested, TravelUp must process the change in accordance with the fare rules and conditions imposed by the airline. These rules can require an airline date-change penalty, any applicable fare difference for the new flights, and an administration fee. As previously advised, our administration fee was communicated to you.

We would, however, like to clarify that the fare difference is not determined by TravelUp. It is calculated by the airline based on factors such as the applicable fare conditions, availability and the fare class of the replacement flights. Consequently, we are unable to provide a detailed breakdown of the airline's fare difference ourselves. If you require a detailed explanation of how the airline has calculated its fare component, you may contact the airline directly, as they control and determine those charges.

We also sincerely regret the difficulties you experienced when trying to contact us. As previously acknowledged, we were dealing with exceptionally high volumes of enquiries during this period, which unfortunately resulted in significant delays to telephone and email responses. We fully appreciate that this was particularly frustrating given the urgent and time-sensitive nature of your request.

Regarding your request for evidence of the communication concerning the revised flight dates and times, we understand why you have raised this and why you would like the matter reviewed. We do not wish to dismiss your concerns through a public review response. The booking and correspondence history should be reviewed against the records held for the booking so the matter can be considered based on the available information.

We are genuinely sorry that this situation resulted in such a disappointing experience and that the passenger's planned trip was affected. While airline fare rules determine the applicable change charges, we recognise that you expected timely communication and clear information throughout the process.

We would welcome the opportunity to review the booking and communication history again. Please provide your booking reference through the appropriate channel if you have not already done so, so the relevant team can locate the booking and investigate your concerns further.

Once again, please accept our sincere apologies for the inconvenience, frustration and communication difficulties you experienced.

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Customer,


We are very sorry to hear about your experience and sincerely apologise for the frustration, stress and exhaustion this booking process has caused you.

We completely understand how upsetting it must have been to go through the booking process several times, only to find that the flights you had selected were no longer available and to be returned to the beginning of the process.

We appreciate your concern that the advertised flights remained visible even after you had refreshed the page and proceeded through the booking steps. We understand why, from your perspective, this would have been extremely frustrating, particularly after spending considerable time entering your details and making your selections.

Unfortunately, flight availability and fares are controlled by the airlines and their reservation systems and can change at any point. Flights displayed during a search are not necessarily guaranteed until the booking has been successfully confirmed and the airline has accepted the reservation. Availability can change between the initial search, entering passenger details and the final confirmation stage, particularly where only a limited number of seats remain at a particular fare.

We are particularly sorry that you had to repeat the process several times. We appreciate that having to re-enter your options and details repeatedly can understandably leave you worried that something may have been entered incorrectly. We regret that what should have been a straightforward booking experience became unnecessarily stressful for you.

We would like to reassure you that the availability changing during the booking process is not intended to mislead customers or simply direct them towards a different booking. However, we fully appreciate why the experience you encountered gave you that impression, and we are sorry for the concern this caused.

We also understand your anxiety after eventually selecting an alternative flight and worrying that you may have made a mistake after having to repeat the process so many times. If you have any concerns about the booking you ultimately completed, we would encourage you to contact our team with your booking reference so that we can check the confirmed itinerary and passenger details with you.

Once again, we sincerely apologise for the inconvenience and stress caused. We appreciate your patience and regret that your experience fell short of the smooth and straightforward booking process we aim to provide.

Warm regards
TravelUp

Reply from TravelUp

Sep 20, 2026

Dear Seyam,


Thank you so much for your 5-star review!

We’re delighted to hear that you found it easy to book with TravelUp.

We always aim to make the booking process as simple, smooth and convenient as possible, so it’s great to know that everything was straightforward for you.

We truly appreciate you choosing TravelUp and taking the time to share your feedback. We look forward to helping you with your future travel plans!

Warm regards
TravelUp

Reply from TravelUp

Sep 20, 2026

Dear Simon,


Thank you so much for your fantastic 5-star review!

We’re delighted to hear that you found it really easy to search for and choose a flight that worked well for you. At TravelUp, we aim to make finding and booking the right travel option as simple, convenient and stress-free as possible.

It’s wonderful to know that you had such a positive experience using our service. We truly appreciate you choosing TravelUp and taking the time to share your feedback with us.

We look forward to helping you find the right flights for your future journeys too!

Warm regards
TravelUp

Reply from TravelUp

Sep 20, 2026

Dear Customer,


Thank you so much for your 5-star review!

We’re delighted to hear that you found the booking process really easy with TravelUp. We understand that booking flights should be simple and straightforward, and our aim is always to make the experience as smooth, convenient and hassle-free as possible.

It’s wonderful to know that you had such a positive experience. We truly appreciate you taking the time to share your feedback and for choosing TravelUp for your travel plans.

We look forward to helping you with your future journeys!

Warm regards
TravelUp

Reply from TravelUp

Sep 20, 2026

Dear Mak,


Thank you so much for your fantastic 5-star review!

We’re absolutely delighted to hear that you consider our service excellent and that you continue to prefer TravelUp when booking your flights. Your continued trust and loyalty mean a great deal to us.

We always strive to make the booking experience simple, convenient and reliable, while helping our customers find travel options that suit their needs. It’s wonderful to know that we’ve been able to provide you with an experience that keeps you coming back to us.

Thank you once again for your continued support and for taking the time to share your kind feedback. We look forward to assisting you with many more journeys in the future!

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear John,


We are sorry to hear that you experienced difficulties while using our website and sincerely apologise for the frustration and inconvenience this caused, particularly when trying to complete your booking and payment.

We understand how frustrating it can be when essential fields, such as the date-of-birth dropdown and email address field, do not appear to function correctly, and we also appreciate your concern after having to attempt the payment process three times without receiving a clear explanation.

Following your feedback, our IT team has checked the website and, at the time of their investigation, no technical issue was identified with the booking or payment functionality. We appreciate, however, that this does not change the difficulties you experienced at the time of making your booking.

Website functionality can occasionally be affected by factors outside the website itself, including browser compatibility, internet connectivity, network settings, cached browser data or interruptions with the connection to the payment system. We would therefore recommend checking with your internet service provider and, if the issue occurs again, trying an alternative browser or a different internet connection.

We are pleased that you were ultimately able to complete your payment, but we regret that you had to make several attempts before it went through and that no clear explanation was provided during the process.

Thank you for bringing these issues to our attention. Your feedback has been shared for consideration as we continue to monitor and improve the booking experience for our customers.

Warm regards
TravelUp