Very kind and supportive stewardess . Am most grateful for their concern and care when not being unwell due to travel sickness and even after landing. I would said the sitting I booked was not given... See more
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Booking my flight was easy, clear and fast and hassle free experience. The website is easy to navigate, information is clear and detailed and prices are competitive. Will defiantly use it again.
Company replied
Booking was straighforward. I hope I receive a good service after purchase as well. I'll feedback once I complete my full journey.
Company replied
After reading many bad reviews, I was very sceptical but after dealing with Martin Vincent, my experience so far has been excellent! Any email I have sent has been answered promptly and he has... See more
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Company details
About TravelUp
Written by the company
Should you wish to contact us regarding your booking, please complete the relevant form and a member of our customer support team will respond to you as soon as possible.
www.travelup.com
Written by the company
- About TravelUp
- Who are we? We are TravelUp, we started from humble beginnings in 2004 where we operated out of our CEO’s living room. Now, we welcome more than 650,000 customers per year and strive to fuel our passion of travel to inspire you to go on your dream holiday. We have always used leading technologies to present a website that is friendly and easy to use for everyone and anyone – some may even say there’s 0% faff! You won’t be short of choices when you book, we offer flights, hotels and package holidays to anywhere in the world. We work with over 200 airlines and offer over 400,000 hotels to bring you the best deals to destinations you love and with our flexible payment options, you could jet off sooner than you think. Want to get off the beaten track? We can offer bespoke tours and holidays so you can be sure you tick absolutely everything off your bucket list! Our experienced agents will be able to help you with any questions or queries you may have too and can book everything from car hire to transfers to attraction tickets, making your holiday stress and hassle free. But don’t just take our word for it, we’ve grown at such a rapid rate that in 2018, we were listed on The Sunday Times Virgin Atlantic Fast Track 100 where we came 37th. We’ve also been nominated for Best Online Retailer and Best Flight Booking Website by the British Travel Awards in 2019, as well as our CEO picking up the EY Entrepreneur of the Year’s Scale Up award for London and the South region. We’ve upped our travel game, up yours! Service Standards At TravelUp, it’s our commitment to be as transparent as possible with our customers. We work with an independent partner, Airlineratings.com to keep track of the service and safety levels of all the airlines we work with. Not only does this keep us up to date with the latest information, it can also help you make an informed choice when choosing who to fly with. We take issues seriously and do our best to resolve them as soon as possible and in a way that will benefit all involved.
Contact info
1, Zodiac House, Calleva Park, RG7 8HN, Aldermaston, United Kingdom
- 0118 955 6400
- admin@travelup.com
- travelup.com
3.9
Great
110K reviews
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FAST AND EFFICIENT
25 September 2026
Reply from TravelUp
Dear Aroister,
Thank you for your fantastic 5-star review!
We’re delighted to hear that you found our service fast and efficient. At TravelUp, we understand that customers value a smooth and straightforward booking experience, and we’re pleased to know that everything was handled quickly and conveniently for you.
We really appreciate you taking the time to share your feedback. Your kind words are a great encouragement to our team and motivate us to continue providing a simple and efficient service.
Thank you for choosing TravelUp. We look forward to assisting you with your future travel plans!
Warm regards
TravelUp
Great option with flexible boooking
25 September 2026
Reply from TravelUp
Dear Bibin,
Thank you for your wonderful 5-star review!
We’re delighted to hear that you found TravelUp a great option and appreciated the flexibility available when making your booking. We understand that travel plans can sometimes change, so having suitable options and flexibility can make the booking experience much easier and more convenient.
It’s fantastic to know that you had a positive experience with us. We truly appreciate you taking the time to share your feedback, and your kind words are a great encouragement to our team.
Thank you for choosing TravelUp. We look forward to helping you with your future travel plans!
Warm regards
TravelUp
Terrible customer service 😑
Their customer service is non-existent. I noticed a name error on my flight reservation before ticket was issued and reported within mins & have been desperately trying to get it corrected since then. I have literally sent hundreds of emails and have been completely ignored. 5 months have passed & neither Mr Milo or Mr Shaun had couraged to get back to me with resolution. When I try to call travel up, I am forced to sit on hold for hours. The agent I eventually spoke to was eating something while on the call, explicitly reassuring me that the amendment would be handled in hours. Days passed, nothing has been done, my tickets are still wrong, and they are back to ignoring me. This is incredibly stressful when you have upcoming travel plans. Do not trust this agency
Booking Reference 4009295
25 September 2026
Unprompted review
Reply from TravelUp
Dear Khurram,
Thank you for taking the time to share your experience, and we are genuinely sorry for the stress and frustration this situation has caused you.
We fully appreciate how concerning it is to have identified a name discrepancy on your booking, particularly when you have upcoming travel plans and have been trying to have the matter addressed for an extended period.
With regard to your name correction request, we would like to clarify that amendments to passenger names are subject to the airline's rules and approval. As the booking has been shared with the relevant airline, TravelUp cannot independently make or guarantee a name correction where the airline's authorisation or action is required. Unfortunately, in this instance, there was a delay in progressing the request with the airline, and we sincerely regret the inconvenience this has caused.
That said, we have reviewed the booking and can confirm that an email has been sent to you by the relevant agent regarding your name correction request. We would kindly ask you to check your inbox, including your spam or junk folders, as this communication contains information requiring your attention and response in order for the matter to progress.
We appreciate that you have made repeated attempts to obtain an update and understand why the lack of a resolution within the timeframe you expected has been particularly frustrating. We also acknowledge your comments regarding the time spent waiting when contacting our telephone support and your experience during the call. We are sorry that the overall communication has not met your expectations.
We would, however, encourage you to respond directly to the latest email sent by our agent so that the requested name correction can be progressed based on the information provided by the airline. Continuing the communication through the existing email thread will also ensure that the relevant team has the necessary context and can continue handling your request appropriately.
We sincerely regret the inconvenience and uncertainty you have experienced. We hope that, by responding to the latest communication from our team, we can assist in moving the matter forward.
Warm regards
TravelUp
S is a good website.
Your site is much simpler to navigate than United’s, you are slightly cheaper and I have used you before.
25 September 2026
Reply from TravelUp
Dear Mig,
Thank you very much for taking the time to leave us such a positive 5-star review!
We’re delighted to hear that you found the TravelUp website simple and straightforward to navigate. We understand that searching for and booking travel can sometimes involve a lot of information and different options, so we work hard to make the process as clear, convenient, and user-friendly as possible.
It’s also great to hear that you were able to find a slightly cheaper option for your journey. We aim to provide our customers with a wide selection of flights and competitive fares, allowing them to compare suitable options and choose what works best for their travel plans.
We’re particularly pleased that you have used TravelUp previously and decided to return to us. Repeat customers are incredibly important to us, and your continued trust and confidence in our service mean a great deal.
Thank you again for your kind feedback and for choosing TravelUp. We hope to make your future bookings just as easy and provide you with great travel options whenever you’re ready for your next journey.
Warm regards
TravelUp
Reply from TravelUp
Dear Guilherme,
Thank you so much for your fantastic 5-star review!
We’re absolutely delighted to hear that you had a very good experience with TravelUp — and we love the enthusiasm in your feedback! 😊
It’s wonderful to know that you were happy with our service. We always aim to make the travel booking process simple, convenient, and enjoyable for our customers, so it’s great to hear that everything went well for you.
We truly appreciate you taking the time to leave us such a positive review. Your kind words and support mean a lot to our team.
Thank you for choosing TravelUp, and we hope to help you with many more travel plans in the future!
Warm regards
TravelUp
Reply from TravelUp
Dear Customer,
Thank you for taking the time to leave us your 4-star review!
We’re pleased to hear that you found the TravelUp booking process easy and straightforward. We understand how important it is for customers to have a clear and convenient experience when arranging their travel, and it’s great to know that you were able to navigate the process without unnecessary complications.
Our team works hard to make each stage of the booking journey as simple and user-friendly as possible, from searching through the available options to completing your purchase. Your positive feedback is greatly appreciated and is a wonderful encouragement to us.
We also value your 4-star rating and would be delighted to provide an even better experience on your next booking. Your feedback helps us understand what our customers appreciate and where we can continue to improve.
Thank you again for choosing TravelUp and for sharing your experience. We hope to assist you again with your future travel plans!
Warm regards
TravelUp
Travelup is the company that you can…
Travelup is the company that you can still trust when you are making online bookings, now days it is very dangerous, stressful when making bookings online because of the increase of scumers/......!!!!
25 September 2026
Reply from TravelUp
Dear Ms. Dasy,
Thank you so much for your wonderful 5-star review and for placing your trust in TravelUp!
We’re especially pleased to hear that you felt confident using our website to make your booking. We understand that booking travel online can sometimes feel stressful, particularly when customers are concerned about encountering fraudulent websites or unreliable services. Providing a clear, secure, and straightforward booking experience is extremely important to us.
It means a great deal to know that you consider TravelUp a company you can trust. We work hard to give our customers confidence throughout the booking process, with clear information and support available when assistance is needed.
Thank you again for taking the time to share your experience and for your kind words. We truly appreciate your support and hope to continue being a trusted choice for your future travel bookings.
Warm regards
TravelUp
Absolutely dreadful
Absolutely dreadful, they left us stranded in a hotel with 12hrs per day of demolition works, they failed to return emails, had no online support, when I did speak to them via their call centre they asked for 24hrs to review the situation and then ignored all other correspondence or follow up emails. Avoid at all costs unless you know you want need any support or assistance. We are looking at legal action.
I have noted your repl to this review - I would welcome the opportunity to talk to you but I noticed you haven’t put any contact details! I see little point in sending further emails for them to be ignored!
26 July 2026
Unprompted review
Reply from TravelUp
Dear Sarah,
Thank you for taking the time to share your experience.
We are genuinely sorry to hear about the circumstances you describe, particularly the disruption caused by demolition works at your hotel and the difficulties you say you experienced when trying to obtain assistance. We fully appreciate how distressing and frustrating it must have been to be dealing with significant noise and disruption during your stay while also feeling that you were unable to obtain timely support.
At TravelUp, we understand that customers rely on us not only when making a booking, but also when they encounter difficulties with their travel arrangements. We are therefore disappointed to learn that you felt unsupported when you contacted us regarding this situation.
We are particularly concerned by your comments regarding unanswered emails and the follow-up after you were advised that your case would be reviewed within 24 hours. We appreciate that being asked to wait for an investigation and then not receiving the expected update can understandably leave a customer feeling ignored, especially when the matter is affecting their accommodation and holiday.
As the review does not provide sufficient booking information for us to identify the specific reservation and investigate the circumstances fully, we would very much like the opportunity to look into this matter properly. This would allow us to review the correspondence, the assistance requested, the information available to our team at the time, and what action was taken following your initial contact.
We also acknowledge your reference to potentially taking legal action. We respect your right to pursue whatever formal avenues you consider appropriate. At the same time, we would welcome the opportunity to review the matter thoroughly and address any outstanding concerns through the appropriate channels.
We are sorry again that your experience has left you feeling that TravelUp did not provide the support you expected. Your comments regarding communication and accessibility are taken seriously, and we hope we can obtain the necessary booking details to investigate the matter and provide you with a clear response.
Warm regards
TravelUp
Very easy to follow no problems
25 September 2026
Reply from TravelUp
Dear Ana,
Thank you very much for your fantastic 5-star review!
We’re delighted to hear that you found the booking process very easy to follow and that you experienced no problems along the way. At TravelUp, we aim to make booking your travel as clear, simple, and convenient as possible, so it’s wonderful to know that everything went smoothly for you.
We truly appreciate you taking the time to share your positive experience. Feedback like yours is a great encouragement to our team and motivates us to continue providing a straightforward and hassle-free booking service.
Thank you for choosing TravelUp, and we look forward to assisting you with your future travel plans!
Warm regards
TravelUp
TravelUp are amazing
TravelUp are amazing. It's the very first time I've used them and I will definitely use them again. Great options and sensible transparency. I am sick of hidden costs. With TravelUp it says no hidden costs and, absolutely, there are no hidden costs. Thank you so much x
25 September 2026
Reply from TravelUp
Dear Clare,
Thank you so much for your fantastic 5-star review and for taking the time to share such thoughtful and detailed feedback!
We’re absolutely delighted to hear that your very first experience with TravelUp was such a positive one. It’s particularly rewarding to know that you were impressed with the range of options available, found the booking process straightforward, and would definitely consider using us again. We truly value the trust customers place in us, especially when booking with us for the first time.
We also really appreciate your comments about transparency. We understand that unexpected charges can be one of the most frustrating parts of booking travel online, and nobody wants to reach the final stage of a booking only to discover costs they weren’t expecting. Our aim is to make the booking journey as clear and straightforward as possible, with customers able to see the relevant costs and booking details before completing their purchase.
It’s wonderful to hear that this was your experience with TravelUp and that you found the process transparent and free from unexpected costs. Feedback like yours reassures us that we’re providing the kind of booking experience our customers are looking for.
Thank you once again for choosing TravelUp for your first booking and for your kind words. We’re thrilled to have made such a positive first impression, and we look forward to welcoming you back and helping with your future travel plans.
Warm regards
TravelUp
This is my first time to use TravelUp
This is my first time to use TravelUp. However, it was easy to use with astonishing clarity. Options were offered with clear details. The site did not have any technical issues while navigating through the purchase. Payment was also easy to make with no complications.
24 September 2026
Reply from TravelUp
Dear Husni,
Thank you so much for your wonderful 5-star review and for taking the time to share such detailed feedback about your first experience with TravelUp!
We’re absolutely delighted to hear that you found our website easy to use and were impressed by the clarity of the information provided. We understand how important it is when booking travel online to have all the relevant details presented clearly, allowing you to compare the available options and make your booking with confidence.
It’s fantastic to hear that you appreciated the different options offered and found the details clear throughout the booking journey. We’re also pleased to know that you experienced no technical issues while navigating the website and completing your purchase. A smooth and reliable online experience is something we work hard to provide, so your feedback is particularly encouraging.
We’re equally pleased that you found the payment process simple and straightforward, without any unnecessary complications. From selecting your travel arrangements through to completing payment, our aim is to make every stage of the booking process as convenient and hassle-free as possible.
As this was your first time using TravelUp, we’re especially grateful for your confidence in choosing us. It’s wonderful to know that we were able to make a positive first impression, and we sincerely appreciate you taking the time to share your experience.
Thank you again for choosing TravelUp. We hope to have the pleasure of assisting you with many more journeys in the future and providing the same clear, smooth, and convenient experience every time.
Warm regards
TravelUp
Reply from TravelUp
Dear Ihtishaam,
Thank you for taking the time to leave us a 5-star review!
We truly appreciate your positive rating and are pleased to know that you’ve taken the time to share your feedback with TravelUp.
However, we must admit that we’re not entirely sure what you mean by “ty frfr twin” and would love to understand more about your experience.
If you could provide a little more detail about what you particularly liked about our service, website, booking process, or anything else relating to your experience, we would be very grateful. Your feedback is important to us and helps us understand what we’re doing well and where we can continue to improve.
In the meantime, thank you once again for the 5-star rating and for choosing TravelUp. We hope to assist you with your future travel plans and provide you with another positive booking experience.
Warm regards
TravelUp
Easy transaction and good prices
24 September 2026
Reply from TravelUp
Dear Michael,
Thank you so much for your fantastic 5-star review!
We’re delighted to hear that you found the transaction easy and straightforward, and that you were happy with the prices available through TravelUp. We understand that customers want the booking process to be simple and convenient, while also being able to find travel options that represent good value.
It’s wonderful to know that everything went smoothly for you, from making your selection through to completing the transaction. Your positive feedback is a great encouragement to our team and reassures us that we’re delivering the easy and convenient booking experience we aim to provide.
Thank you again for taking the time to share your experience and for choosing TravelUp. We truly appreciate your support and hope to assist you with many more journeys in the future!
Warm regards
TravelUp
$849 Cancellation Fee — Without Telling Me Before They Canceled
I booked a hotel through TravelUp at approximately 10 a.m. and, due to a change in circumstances, needed to cancel within about three hours.
I immediately tried multiple ways to contact them — phone, online chat, and email — specifically to ask about canceling the reservation. I was unable to get a timely response.
When I finally received an email response several hours after my last attempt to reach them, I was told they had already canceled my reservation and would be charging me an $849 cancellation fee.
My biggest issue is that they canceled the reservation without first informing me that an $849 fee would apply or giving me the opportunity to decide whether I still wanted to proceed with the cancellation. Had I been told the cost before they processed it, I obviously would have reconsidered.
Even more confusing, the $849 cancellation fee was higher than the amount I had actually booked and been charged for the hotel room.
I understand that bookings can have cancellation policies and fees. What I don't understand is canceling a customer's reservation first and only afterward informing them of an $849 charge — particularly when the customer had been trying for hours to reach someone.
Based on this experience, I would not book through TravelUp again.
23 September 2026
Unprompted review
Reply from TravelUp
Dear Staci,
Thank you for taking the time to explain your experience in such detail.
We are sorry to hear about the frustration caused by the cancellation of your hotel reservation and, in particular, your concerns regarding the cancellation fee and the timing of the communication you received.
We completely understand why receiving information about a significant cancellation charge after the cancellation had already been processed would be concerning. We also appreciate that you had attempted to contact us through several channels shortly after making the booking and that you wanted to understand the financial implications before proceeding with the cancellation.
We would, however, like to clarify an important point regarding cancellation charges. The cancellation conditions and applicable fees are determined by the accommodation provider/property based on the rate and booking conditions selected. TravelUp does not independently decide what cancellation penalty a hotel applies to a reservation, nor can we simply waive or alter a charge that has been imposed under the property's terms.
The cancellation conditions applicable to a booking are provided as part of the booking information, and customers should carefully review these conditions before confirming a reservation, particularly where the rate is non-refundable or carries a specific cancellation penalty.
We appreciate that your main concern is that you would have preferred to know the exact financial consequence before the cancellation was processed. We understand why you feel you should have had the opportunity to reconsider. Where there is any uncertainty regarding the applicable cancellation cost, customers are also more than welcome to reconfirm the cancellation conditions and associated charges directly with the hotel/property before requesting cancellation.
We are also sorry that you experienced difficulty reaching us promptly through the available contact channels. We understand that delays in communication can make an already stressful situation considerably more frustrating, particularly when a customer is trying to make a time-sensitive decision about a booking.
With regard to your comment that the cancellation fee was higher than the amount you were charged for the room, we would need to review the specific booking and the property's cancellation terms to establish exactly how the amount was calculated. Different booking conditions can apply depending on the rate, dates, property policy and cancellation terms attached to the reservation.
We regret that this experience has left you disappointed and has affected your confidence in booking with TravelUp. We hope the above clarification helps explain that cancellation fees are determined by the property and are not charges arbitrarily imposed by TravelUp.
Warm regards
TravelUp
Reply from TravelUp
Dear Ishari,
Thank you so much for your fantastic 5-star review!
We’re delighted to hear that you found the booking process super easy and were also pleased with the price available. At TravelUp, we aim to make booking your travel as simple, clear, and convenient as possible, while offering a wide range of options to suit different travel needs and budgets.
It’s great to know that you were able to complete your booking without any difficulty and found the overall experience straightforward. We truly appreciate you taking the time to share your positive feedback, as it means a great deal to our team.
Thank you for choosing TravelUp. We hope to assist you again with your future travel plans and provide another smooth and convenient booking experience!
Warm regards
TravelUp
Reply from TravelUp
Dear Gerhard,
Thank you for taking the time to leave us your 4-star review and for sharing your feedback with us.
We’re pleased to hear that you found the overall booking process relatively easy. However, we’re sorry that you found the section relating to the address and name unclear. We understand that entering personal and booking information needs to be as straightforward as possible, and we appreciate you bringing this particular point to our attention.
Clear instructions and an intuitive booking process are important to us, so feedback like yours is extremely helpful. We’ll make sure your comments are taken into consideration as we continue looking for ways to improve the clarity and usability of our booking journey.
We’re grateful for your positive feedback overall and for taking the time to highlight an area where we can do better. We hope that your next experience with TravelUp will be even smoother and more straightforward.
Thank you again for choosing TravelUp, and we look forward to assisting you with your future travel plans.
Warm regards
TravelUp
Reply from TravelUp
Dear Mrs. Sturley,
Thank you so much for your wonderful 5-star review!
We’re delighted to hear that you found the booking process easy and that all the information you needed was clearly presented. We understand how important it is when arranging travel to have straightforward information available throughout the booking journey, so it’s great to know that you found everything clear and easy to follow.
We’re also pleased that you received your confirmation quickly. We know how reassuring it can be to receive prompt confirmation after completing a booking, and we’re glad that this helped make your experience smooth and stress-free.
Your feedback about the overall value is greatly appreciated as well. We aim to provide a convenient booking experience alongside a wide range of travel options, and it’s fantastic to know that you were happy with what we offered.
Thank you again for taking the time to share your experience and for choosing TravelUp. We truly appreciate your support and look forward to assisting you with your future travel plans!
Warm regards
TravelUp
Reply from TravelUp
Dear Lilantha,
Thank you so much for your fantastic 5-star review!
We’re delighted to hear that you were pleased with the service you received from TravelUp. Providing a smooth, convenient, and reliable experience for our customers is extremely important to us, so it’s wonderful to know that we met your expectations.
We truly appreciate you taking the time to share your positive feedback. Your kind words are a great encouragement to our team and motivate us to continue delivering a high standard of service to every customer.
Thank you again for choosing TravelUp. We look forward to assisting you with your future travel plans and providing another great experience.
Warm regards
TravelUp
Just booked for 1st time so I will add…
Just booked for 1st time so I will add to my review after my stay but so far so good. Best price by far on the trivago app
24 September 2026
Reply from TravelUp
Dear Francis,
Thank you so much for your 5-star review and for giving TravelUp a try for the first time!
We’re delighted to hear that your experience has been positive so far and that you found a great price for your stay through the Trivago app. We understand that when booking with a company for the first time, having a smooth booking experience and finding good value can make a big difference, so we’re pleased to know that you were happy with what you found.
We also really appreciate that you’ve mentioned you’ll update your review after your stay. We hope everything goes smoothly and that your accommodation experience is just as positive as the booking process has been so far.
Thank you again for choosing TravelUp for your first booking and for sharing your initial experience with us. We truly appreciate your confidence in giving us a try, and we hope to welcome you back for many more bookings in the future!
Warm regards
TravelUp
Extremely disappointing experience with TravelUp
I am extremely disappointed with TravelUp and the way the pricing for our booking was handled.
When making the booking, the prices shown were clearly different for adults, a child, and an infant. Based on the prices displayed, the calculation should have been:
• 4 adults × £289 = £1,156
• 1 infant = £46.38
• 1 child = £247.03
• Booking fee = £50
• Expected total = approximately £1,499.41
However, we were charged approximately £275 more than this. What makes the situation even more confusing is the booking breakdown we received, which appears to show £1,440 for 4 adults — effectively £360 per adult — despite the adult fare being displayed as £289.
This is extremely difficult to understand and raises serious concerns about the transparency of TravelUp's pricing. If the advertised adult price was £289, I expect TravelUp to clearly explain why the final breakdown shows a substantially higher amount per adult and where the additional charges came from.
What makes this experience even worse is the customer service. I have sent multiple emails regarding this issue and, despite repeatedly asking TravelUp for an explanation and a thorough investigation, I still have not received a proper response. Being charged significantly more than the prices I understood I was booking at and then receiving no meaningful response is extremely frustrating.
I have the booking breakdown and supporting screenshots showing the prices and charges, so I expect TravelUp to provide a clear, itemised explanation of exactly how the final amount was calculated.
Customers should not have to chase a company repeatedly just to understand what they have been charged for.
Based on my experience, I am extremely disappointed with TravelUp's pricing transparency and customer service. I would strongly advise anyone considering booking through TravelUp to carefully check the final price and all charges before making payment.
TravelUp needs to properly investigate this matter, explain the pricing discrepancy, and respond to customers who have paid their money and are simply asking for a transparent breakdown of the charges.
10 September 2026
Unprompted review
Reply from TravelUp
Dear Aizaz,
We are genuinely sorry for the frustration and disappointment caused by your experience, particularly regarding the pricing breakdown and the difficulty you experienced in obtaining clarification.
We fully understand why seeing different figures during the booking process and then receiving a different-looking breakdown would be confusing, and we apologise for the concern this has caused.
At TravelUp, we want our customers to have a seamless overall experience, from searching for their travel arrangements through to completing their booking. Unfortunately, incidents where the pricing presentation causes confusion are not the experience we want our customers to have.
Having reviewed the pricing information relating to your booking, we would like to clarify the calculation. The amount of £289.02 was the per-passenger amount used in the booking calculation. The total passenger fare was £1,734.14 for 6 passengers. When this total is divided equally across the six passengers:
£1,734.14 ÷ 6 = £289.02 per passenger
We appreciate that the underlying airline fare can differ depending on whether the passenger is an adult, child, or infant. However, when the total price was presented to you by our booking system, the system automatically divided the overall passenger fare equally across the number of passengers for the purpose of displaying the per-passenger amount.
This means that the £289.02 figure should not be interpreted as an individual adult fare of £289.02, with separate adult, child, and infant fares then added on top. Rather, it represents the total passenger fare divided equally across all six passengers. The underlying fare calculation can contain different fare components depending on the passenger type, while the booking interface may present the overall amount on an equal per-passenger basis.
We understand why the figure of £1,440 shown against the four adults may have caused further confusion, particularly when compared with the £289.02 per-passenger figure. We appreciate that customers understandably expect the passenger categories and final booking breakdown to be immediately clear and consistent. We are sorry that the way these figures were presented did not provide the clarity you expected.
We would also like to clarify that this same pricing breakdown and explanation has already been provided to you by our team via email in response to your query. We therefore regret that you feel you have not received an explanation, as our records indicate that the calculation and the basis of the £289.02 per-passenger figure have already been explained to you.
We also acknowledge your comments regarding the emails you sent to us. We sincerely apologise if you felt that your concerns were not addressed promptly or adequately. When a customer has a question about the amount they have paid, we understand that they understandably want a clear and transparent explanation, and we regret the frustration caused by the communication difficulties you experienced.
Based on our review, the difference you identified does not represent an unexplained additional charge of approximately £275 being added to the booking. The £1,734.14 passenger fare, together with the applicable booking fee and other components shown in the booking, forms part of the total amount processed for the reservation. The £289.02 figure was generated by dividing the passenger fare equally across all six passengers.
We appreciate you taking the time to provide your feedback and explain your concerns. We hope this response, together with the explanation already provided to you by email, clarifies how the pricing was calculated and why the per-passenger figure appeared as £289.02.
We sincerely apologise again for the confusion and frustration caused and for any shortcomings in the communication surrounding your query.
Warm regards,
TravelUp
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