Appalling customer service even from the Chief Executive!

TravelUp www.travelup.co.uk
★★★★☆
3.8
77.0% of users recommend this

amandamollan's review of TravelUp www.travelup.co.uk

“Appalling customer service even from the Chief Executive!”

★☆☆☆☆

written by amandamollan on 19/10/2015

Have used Travelup twice and both times encountered a problem. I booked and paid for flights on 13th July and received a confirmation email only to receive another one the next day saying the flight price had expired overnight and it would be an extra £120 per person. I emailed "Brad" back on 14th July 2015 to say I had never come across this before and I currently still await a reply from him (3 months later)! I booked again recently on behalf of my parents and when the confirmation came through we noticed a discrepancy on the return date. As it was a Friday night customer service was closed so I emailed from my computer within an hour of the booking being made to inform them of the discrepancy. No reply, my Mum then called 3 times the next day and was told to email and she would receive a reply within an hour, 2 days later no reply! I then called to be told they would never have dealt with my email as it was not from the email to which the booking was sent (i.e. my Mum and Dad's). I pointed out that nowhere on their correspondence was this mentioned. I was also told I could have called as Customer Service was open unitl 10.00pm, I checked the confirmation email which clearly stated Mon - Fri 10am - 6pm. The gentleman I was speaking to was not at all interested! I then emailed the Chief Executive direct with my complaints and a week later am still awaiting an acknowledgement never mind a reply! Seems to me that Travelup are happy to take your money but are not interested in customer service and that includes their Chief Executive! Appalling and will NEVER use Travelup again!

Hex12's Response to amandamollan's Review

Written on: 28/10/2015

Hear hear, I have had APPALING customer service, all the way through from the call centre, all the way through to the management. I am now filing a compalint to Trading Standards due to their attempt to keep my money for a flight that was cancelled - and according to EU should have been fully refunded to me. Do not book with this agency.

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