Horrible experience ongoing

3.9 / 5
79% of users recommend this

Rachaelg206's review of TravelUp www.travelup.co.uk


“Horrible experience ongoing ”

Written on: 21/04/2019 by Rachaelg206 (1 review written)

We have had the WORST experience TravelUp. We booked a flight through them, for our wedding which was in Canada. The day before our flight, last July 2018, BA cancelled a section of our travel. We were told by BA that since it was a booking by Travelup, that this would be processed and issued by TravelUp. When we immediately called TravelUp. Travelup informed us that our only options were either to CANCEL our entire trip - which apparently Air Canada was *gracious* enough to do for us with a full refund - or to make it to London on our own to make our 15:30 flight the following day. BA did not offer any alternative flights to the cancellation within the same week.

Since cancelling our trip, and our wedding, was NOT an option, and we could not wait to travel the following week, we agreed to make our own way to LHR. We had to rent a car, drive down to London (which with traffic took us over 6 hours) and then meet our connecting flight at LHR.

Since July 2018, BA and Air Canada have informed us that TravelUp are responsible for issuing us with compensation. TravelUp have refused to answer my emails, have dropped calls when I have phoned them, and it is now April 2019 and we still have not heard back about any compensation for the cancellation and our having to rent a car to make our flight for our own wedding, in spite of being told that upon completion of the trip, we would be able to receive compensation and refund.

I would like to reiterate that British Airways advised us that this was TravelUp's jurisdiction, and therefore we are not able to claim a refund from British Airways.

Ojiemei's Comment

Written on: 16/05/2019

You need to lodge a complaint then go ombudsman.

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Ojiemei's Comment

Written on: 16/05/2019

Go to ombudsman to help you.

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