Written on: 12/10/2013
This company has been responsible for causing me to experience what I can only describe as the WORST holiday experience of my life. After booking with TravelUp ten months ago, I have only now, today, received a refund for what should have been the holiday of a lifetime. I have been without almost £700 of my hard earned money for months because this company has NO CLUE about customer service. And before you think I'm thanking them for said refund. This has not been down to them but thanks to the decency and trust of my credit card company who disputed the way TravelUp have treated me and thankfully got my money back.
I booked a flight to Thailand in December 2012 to leave in July 2013. THREE DAYS before I was set to travel, TravelUp informed me with a casual email that my flights were cancelled. After trying and trying to ring and email them for almost 24 hours, I finally got someone on the phone who was able to speak English, didn't leave me on hold for 20-30 minutes at a time or actually HANG UP on me. Yes, that's right, that's how staff at TravelUp seem to have been trained: that if it's negative or a complaint, leave them on hold or cut them off.
I have been contacting them since July and finally a month later spoke to someone who said they would refund my money. This was then forgotten about and until my bank contacted me today and said they has credited my account.
The service I experienced was shocking and disgusting. I will never ever book with this company again and advise everyone to boycott them along with me.