TravelUp Reviews 

Reply from TravelUp

Sep 21, 2026

Dear Jide,


Thank you very much for your 5-star review and for taking the time to share your feedback with TravelUp.

We’re delighted to hear that you had a good experience with us and found the booking process easy and straightforward. We understand how important it is for customers to have a smooth and convenient experience when arranging their travel, and it’s wonderful to know that everything went well for you.

Your positive feedback is greatly appreciated and provides fantastic encouragement to our team. Thank you once again for choosing TravelUp and for sharing your experience.

We look forward to assisting you again with your future travel plans.

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Lisa,


Thank you very much for your 5-star review and for taking the time to share your experience with TravelUp.

We’re delighted to hear that you found our service swift and easy to use, and it’s especially pleasing to know that you have used TravelUp previously and have remained satisfied with our service.

We truly value the trust and loyalty of returning customers. Our aim is to make the travel booking process as smooth, straightforward and convenient as possible, and your feedback is a great encouragement to our team.

Thank you once again for choosing TravelUp again and for sharing your positive experience. We look forward to assisting you with many more of your future travel plans.

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Narayan,


Thank you very much for your wonderful 5-star review!

We’re absolutely delighted to hear that you had an excellent experience with TravelUp. Your kind feedback means a great deal to our team and is a fantastic encouragement to continue providing a smooth, convenient and reliable booking experience for our customers.

Thank you once again for choosing TravelUp and for taking the time to share your feedback. We truly appreciate your support and look forward to assisting you again with your future travel plans.

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Sushma,


Thank you very much for your 5-star review and for sharing your feedback with us.

We’re delighted to hear that you found the booking process easy and straightforward. At TravelUp, we aim to make arranging your travel as simple and convenient as possible, with a smooth booking journey from start to finish.

We truly appreciate you choosing TravelUp and taking the time to share your positive experience. Your feedback is a wonderful encouragement to our team.

Thank you once again, and we look forward to assisting you with your future travel plans.

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Rashmi,


Thank you very much for your 5-star review and for taking the time to share your experience with TravelUp.

We’re delighted to hear that you found the booking process quick and easy, and that you were pleased with the fares available. We understand that customers want a smooth and convenient booking experience while also looking for competitive fares when planning their journeys.

It’s wonderful to know that you were happy with both the ease of booking and the value offered. Your positive feedback is greatly appreciated and provides fantastic encouragement to our team.

Thank you once again for choosing TravelUp and for sharing your kind feedback. We look forward to assisting you again with your future travel plans.

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Christine,


Thank you very much for your 5-star review and for taking the time to share your feedback with TravelUp.

We’re delighted to hear that you found our booking process quick and easy. We understand that arranging travel should be straightforward and convenient, and we aim to make every step of the booking journey as smooth and hassle-free as possible.

Your positive feedback is greatly appreciated and is a wonderful encouragement to our team. Thank you once again for choosing TravelUp and for sharing your experience with us.

We look forward to assisting you again with your future travel plans.

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Donna,


We are very sorry to read about your experience and sincerely apologise for the significant delay in responding to your complaint.

We completely understand your frustration, particularly as you were specifically advised on 24 August that you would receive a response within 72 working hours and have subsequently waited considerably longer, despite sending further follow-up emails.

We appreciate that once a specific response timeframe has been provided, it is entirely reasonable to expect an update within that period. We are therefore sorry that we have not met the timeframe communicated to you and that you have been left without a proper written response regarding your complaint and the £93 charge relating to the Economy Comfort fare you selected.

We have been experiencing exceptionally high volumes of enquiries and complaints, which has unfortunately resulted in significant delays in some cases. While this helps explain the delay, we recognise that it does not make the situation any less frustrating, particularly when you have already followed up several times and are simply seeking clarity regarding your refund.

We would like to reassure you that your complaint has not been intentionally disregarded. Matters involving fare components and potential refunds can require the relevant teams to review the booking, applicable fare conditions and the transactions associated with the reservation before a definitive response can be provided. However, we acknowledge that you should have received an update rather than being left waiting without communication.

We are sorry that you have had to make repeated attempts to obtain a response and that this has caused further frustration. We understand that your request is simply for the complaint to be properly reviewed and for you to receive a clear written explanation regarding the £93 charge and any refund applicable.

We would welcome the opportunity to review the matter and ensure that the complaint is directed to the appropriate team for consideration. If you have not already done so, please provide your booking reference when contacting us so that the relevant records can be located and reviewed.

Once again, please accept our sincere apologies for the delay, lack of communication and inconvenience caused. We appreciate your patience and regret that the service provided in relation to your complaint has fallen short of the standard you expected.

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Customer,


Thank you for taking the time to leave us your 4-star review and, importantly, for sharing your detailed feedback regarding the baggage information displayed on the summary page.

We understand your point and appreciate why having the baggage allowance presented as clearly and consistently as possible is important when reviewing a booking before proceeding. Customers should be able to easily understand what is included in their fare, particularly when checked baggage has been selected or included, and we recognise that seeing “cabin luggage only” on the summary page could cause confusion or leave a customer unsure about whether their checked baggage has been accounted for.

We’re sorry for any uncertainty this may have caused during your booking experience. Clear and transparent information is an important part of making the booking process straightforward, and your feedback highlights an area where the presentation of baggage details could be clearer.

We genuinely appreciate you bringing this to our attention. Feedback such as yours helps us identify opportunities to improve the customer journey and ensure that important booking information, including baggage allowances, is communicated as clearly as possible at each stage of the process.

Thank you once again for choosing TravelUp and for taking the time to share your experience. We appreciate your 4-star rating and hope that your future experiences with us are even smoother and more informative.

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Edwin,


Thank you very much for your 5-star review and for taking the time to share your feedback.

We’re delighted to hear that you were pleased with the service provided by TravelUp. Your positive feedback is greatly appreciated and is a wonderful encouragement to our team.

We always aim to provide our customers with a smooth, convenient and reliable travel booking experience, and it’s great to know that your experience was a positive one.

Thank you once again for choosing TravelUp and for sharing your kind words. We look forward to assisting you again with your future travel plans.

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Shail,


We are sorry to hear that you were disappointed with your experience and appreciate you taking the time to share your concerns.

We also understand that entering an incorrect travel date can be extremely frustrating, particularly when you realise the mistake immediately after completing a booking.

However, we would like to clarify how airline bookings work and why a charge may still apply when a date has been entered incorrectly. Before describing a company as a “scam”, we would respectfully ask customers to review the terms and conditions accepted at the time of booking, as these explain the applicable booking and airline fare rules.

Unlike some services, airline tickets generally do not come with a cooling-off period that allows a booking to be cancelled or amended free of charge simply because a customer has changed their mind or entered incorrect details. As an agent, we are required to follow the fare conditions imposed by the airline. TravelUp does not independently decide whether an airline ticket can be changed or cancelled without charge.

In this particular situation, the booking was made online through our website and, by the time you contacted us, the booking had already been submitted to the airline for ticket issuance. Online bookings are processed electronically and are not necessarily held for manual review by an agent before being sent to the airline. Once the ticket has been issued, any subsequent amendment is subject to the applicable airline fare rules, including any change penalties and fare differences.

We appreciate that this may not have been the outcome you were hoping for, particularly as you contacted us shortly after making the booking. However, contacting us immediately does not automatically mean that an airline will permit a free correction or cancellation once the ticket has been issued.

We also apologise for the lengthy telephone waiting time you experienced. We have been dealing with exceptionally high volumes of enquiries, which has unfortunately resulted in longer waiting times than we would normally expect.

We strongly encourage customers to carefully check all passenger details, travel dates and flight selections before completing an online booking and to review the applicable terms and conditions before confirming payment. This can help avoid unexpected amendment charges in the event that a correction is subsequently required.

We regret that your experience has left you feeling this way and hope this explanation clarifies why the charge was applicable.

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Pooja,


Thank you very much for your 5-star review and for taking the time to share your experience with TravelUp.

We’re delighted to hear that you found the booking process quick and that you appreciated having the option to add baggage protection for a nominal charge. We understand that customers value flexibility when arranging their travel, particularly when it comes to choosing additional services that provide extra peace of mind.

It’s wonderful to know that you were happy with the overall experience. Your feedback is greatly appreciated and is a fantastic encouragement to our team as we continue working to make travel booking simple, convenient and flexible for our customers.

Thank you once again for choosing TravelUp and for sharing your positive feedback. We look forward to assisting you again with your future travel plans.

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Jovito,


Thank you for taking the time to leave us your 4-star review and for sharing your feedback with TravelUp.

We’re pleased to hear that you found our website quick and easy to use. We understand how important it is for customers to have a straightforward and efficient booking experience, particularly when comparing travel options and making arrangements online. Our aim is to keep the process as simple and convenient as possible, allowing customers to navigate the available options and complete their booking with ease.

Your positive feedback is greatly appreciated, and we’re delighted that the website provided you with a smooth experience. At the same time, we value your 4-star rating as an opportunity to continue improving and refining our service so that we can make the overall booking journey even better.

Thank you once again for choosing TravelUp and for taking the time to share your experience. We look forward to assisting you again with your future travel plans.

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Customer,


Thank you for taking the time to leave your 2-star review and for sharing your feedback with TravelUp.

We’re sorry to hear about your disappointment regarding the seat you received. We understand how frustrating it must have been to request a window seat and then find that a middle seat had ultimately been assigned, particularly when you had made your preference clear during the booking process.

We would like to clarify that for free seating requests, seat allocation is ultimately handled by the airline. When a customer selects or requests a seating preference through the booking process, we pass the request on to the airline; however, the final seat assignment remains under the airline’s control and is subject to its availability and operational arrangements. Unfortunately, this means that a requested window seat cannot always be guaranteed when the airline is responsible for the final allocation.

We appreciate that this distinction may not have been sufficiently clear and understand why receiving a different seat could have made the booking information feel misleading from your perspective. We are sorry for any confusion or disappointment this caused.

Your feedback is important to us, and we will take your comments on board as we continue to look at how seating requests and their limitations are communicated during the booking process. We want customers to have a clear understanding of what can be requested through TravelUp and what ultimately remains subject to the airline’s allocation.

Thank you once again for choosing TravelUp and for taking the time to share your experience. We appreciate your feedback and hope that we can provide you with a smoother experience on your future journeys.

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Sazzad,


Thank you for taking the time to leave us your 4-star review and for sharing your feedback with TravelUp.

We’re pleased to hear that your overall experience was positive, although we’re sorry that the booking took a little longer than you would normally expect. We understand that when arranging travel, customers want the booking process to be as quick, straightforward and efficient as possible, particularly when they are ready to confirm their plans.

We also appreciate you highlighting that this was not your normal experience with TravelUp. It’s encouraging to know that you have generally found the booking process to be efficient, and we’re grateful for your continued confidence in using our service.

Your feedback is nevertheless valuable to us, as we continually look for ways to make the booking journey smoother and more efficient for our customers. We’ll certainly take your comments into consideration as we work to improve the overall experience.

Thank you once again for choosing TravelUp, for your 4-star rating, and for taking the time to share your experience. We hope to provide you with an even quicker and smoother booking experience next time.

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Customer,


Thank you very much for your 5-star review and for taking the time to share your feedback with TravelUp.

We’re delighted to hear that you found our service easy to use. We aim to make the travel booking process as simple, clear and convenient as possible, so it’s great to know that you had a smooth experience.

Your positive feedback is greatly appreciated and provides wonderful encouragement to our team. Thank you once again for choosing TravelUp and for sharing your experience with us.

We look forward to assisting you again with your future travel plans.

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Olufemi,


Thank you very much for your wonderful 5-star review!

We’re delighted to hear that you experienced excellent service with TravelUp. Providing a smooth, reliable and convenient experience for our customers is something we take great pride in, so it’s fantastic to know that you were happy with the service you received.

Your kind feedback is greatly appreciated and is a wonderful encouragement to our team. Thank you once again for choosing TravelUp and for taking the time to share your experience.

We look forward to assisting you again with your future travel plans.

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Trevan,


We are very sorry to read about your experience and sincerely apologise for the frustration and concern this situation has caused.

We fully understand why you would be worried after noticing a discrepancy in the passenger's name, particularly when you state that you entered the name correctly and initially saw the correct name when accessing the booking through the Emirates app.

We also appreciate how frustrating it must have been to spend over two hours waiting on the telephone, only for the call to disconnect before you were able to speak with an adviser. We have previously acknowledged that we have experienced exceptionally high volumes of enquiries, which has unfortunately resulted in extended telephone waiting times. Nevertheless, we recognise that waiting for such a prolonged period without receiving assistance is extremely disappointing.

Regarding the name discrepancy, we would like to clarify how an online booking is processed. Unlike a booking made manually by an agent, an online reservation is processed electronically using the passenger and itinerary information entered and submitted by the customer during the booking process. Once the booking is completed, the details are transmitted for ticketing and the booking confirmation reflects the information recorded for the reservation.

We understand your concern that the name appeared correctly when you initially accessed the booking through the Emirates app and subsequently appeared differently. However, the fact that the information displayed in the airline's application subsequently changed does not, by itself, establish that TravelUp made an amendment to the passenger's name. The booking history and relevant records would need to be reviewed to establish exactly what information was transmitted and when.

We also note your concerns regarding the quoted charges of over £200, particularly the difference between the £75 TravelUp administration fee and the £25 Emirates name-change charge referred to in the documentation you received. We appreciate why you are asking for a transparent explanation rather than simply being presented with a total figure.

Any name correction or amendment is subject to the applicable airline rules and charges. Where an airline fee, fare difference or other applicable charge is involved, these components can be separate from TravelUp's administration fee. We therefore understand your request for the individual components to be clearly identified rather than treating the total amount as one unexplained charge.

We are sorry that your correspondence with Rhys and the subsequent attempts to contact our team have left you feeling that your concerns were not being properly addressed. Your screenshots and correspondence can assist in reviewing the sequence of events, including what was displayed in the Emirates app and what was communicated to you regarding the proposed charges.

We would therefore welcome the opportunity to have the booking and communication history reviewed in full. This should establish the information recorded at the time the online booking was completed, the subsequent booking history and the basis upon which any name-change charges were quoted.

We appreciate that you booked in good faith and that this situation has caused considerable stress. We regret that you have had difficulty obtaining a clear explanation and that the telephone waiting time has added to your frustration.

Once again, please accept our sincere apologies for the inconvenience caused. We hope the booking records and correspondence can be reviewed thoroughly so that the circumstances surrounding the name discrepancy and the applicable charges can be clarified.

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Ahmed,


Thank you for taking the time to leave us your 3-star review and for sharing such detailed and constructive feedback with TravelUp.

We’re sorry to hear that you experienced difficulties when trying to make your booking on an iPhone and ultimately had to complete the booking via your PC. We appreciate how inconvenient this can be, particularly when customers expect to be able to complete their travel arrangements easily using their preferred device. Providing a smooth and accessible booking experience across different devices is important to us, and we’ll take your comments regarding the mobile experience on board as we continue to review and improve our website.

We also appreciate your feedback regarding the information provided for optional products such as airline failure and flight disruption protection. We understand your concern that the terms and limitations need to be sufficiently clear for customers to make an informed decision about whether a particular product is suitable for their circumstances.

Your example regarding disruption associated with the conflict involving Iran highlights why exclusions and limitations are particularly important. Coverage can be subject to specific terms, conditions and exclusions, and we recognise that customers should be able to understand these before deciding whether to purchase an additional product. We’re sorry if you felt that the relevant information was not sufficiently clear during your booking.

We value your feedback on both points. Clear information and an easy-to-use booking process are essential parts of the customer experience, and your comments give us useful insight into areas where the journey could be improved. We will take your feedback regarding mobile usability and the presentation of protection terms into consideration as we continue working to make the booking process clearer and more user-friendly.

Thank you once again for choosing TravelUp and for taking the time to provide such detailed feedback. We appreciate your 3-star rating and hope that your future experience with us is smoother, clearer and more convenient.

Warm regards
TravelUp

Reply from TravelUp

Sep 21, 2026

Dear Jan,


Thank you very much for your 5-star review and for taking the time to share your experience with TravelUp.

We’re delighted to hear that you found our website easy to follow and were pleased with the competitive prices available. We understand how important it is for customers to have a clear and straightforward website experience, while also being able to find travel options that offer good value.

It’s wonderful to know that both the ease of navigating our website and the fares available met your expectations. Your positive feedback is greatly appreciated and provides fantastic encouragement to our team.

Thank you once again for choosing TravelUp and for sharing your kind feedback. We look forward to assisting you again with your future travel plans.

Warm regards
TravelUp

Reply from TravelUp

Sep 20, 2026

Dear Anwar,


Thank you so much for your wonderful 5-star review!

We’re delighted to hear that you found the booking process quick and easy with TravelUp. We always aim to make booking your flights as simple, smooth and hassle-free as possible, so it’s great to know that everything went smoothly for you.

We truly appreciate you taking the time to share your feedback and for choosing TravelUp for your travel plans. We look forward to assisting you again with your future journeys!

Warm regards
TravelUp