Worst travel agent I have ever used. DO NOT USE!!!

OVERALL OPINION
Once they have your money, the customer service disappears. They will ignore all contact from you to the point where you are not sure whether you have been conned or not. DO not book with them!

This company turned what should have been an exciting holiday booking period into a nightmare.

I was booking flights for a big group travelling long haul for a wedding.

The initial enquiry was good as I knew the questions to ask being a travel professional myself. They held flights as requested, stated prices and this is where the service stopped. The following occured:

Misinformation
An extra £4.50 appeared on each invoice. I had written confirmation of the total cost of our flight including all admin charges. We were not informed of this charge. I challenged this add on and eventually they decided not to charge us.

I had written confirmation of the date that I would receive the e-tickets. They were not delivered as promised.

Additional charges
As a travel professional, I am aware that prices may change if there is an increase in tax or if cheap seat categories sell out. I was informed there may be a tax change late in March. Therefore, we gave all payment details by early march. Money was taken but flights not confirmed. The reason - one person gave wrong card information therefore, the whole group was penalised an extra £13 each. Travel up claimed they could only confirm the tickets in one go. This was not true. There were four separate bookings. As a travel professional, I knew they could have confirmed 3 out of 4 bookings especially as they had taken the money. They said it was different and that my information was wrong. I issue tickets for my travel company, I know I am right.

Once payment is taken and flights issued, e-tickets and an ATOL receipt should be issued immediately. You are entitled to these things as a customer. I know this as I am well versed in travel bonding and know my entitlement. I was told by Travel up that this was impossible.

Customer Service
As soon as I handed over card details, the customer service stopped. I was shouted and told any confusion and increase in price was my fault. I was told my booking, even though over £4000, was only a small amount and not worth the hassle and they had customers spending 3 times as much and that they were wasting time with me. I was lied to about who was in the office and with no effort to conceal the lies. I was told the office was closed when I rang a direct line but when I rang the general sales line I was told that the office was open. When I asked why I was told the office was closed one moment ago, the sales person just laughed.

I hope this review gives you some idea of what this company is like. Use at your peril!