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“Terrible company! Don't book with them!”

written by blinkeyblonck on 08/05/2012

I booked 3 flights to New York with Travelup which turned out to be a BIG mistake. First of all, when I called them to try to confirm some of the details of my flight a few weeks after booking, I was passed around, kept on hold with no warning and finally ended up speaking to someone who appeared to be only dimly aware that they were part of a company selling flights.

After this, I received an email informing me our flights had changed and to confirm that this was acceptable to us and to receive our new itinerary ticket I should reply to the email. I did so and received nothing for weeks, tried again, received nothing and eventually had to call them and was once again passed about and passed about until someone in a bad mood sent me my ticket.

Finally, on the day of our flight, the airline went on strike and cancelled our flight. We received no news of this from Travelup whatsoever and, when we called them were asked to send confirmation of the cancellation to them in order to get a refund! When we did this, they told us they would take 6-8 weeks to refund us and that they would charge us £150 in cancellation fees despite the fact that we did not cancel our flights.

We told them we would take them to court to get the money back and were forced to ring many times to force the issue as they seemed uninterested. Each time I called I was made to explain the situation afresh as they don't appear to keep notes on their system and when you get passed around 3 times per call, this is a lot of explaining.

Finally, we had to get the manager involved who agreed to give us all our money back saving us the trouble of the courts. DO NOT BOOK WITH THIS COMPANY. They are unprofessional, money grabbing and indifferent to their customers. Very poor.