TravelUp Travel Agency in Reading, Aldermaston

Reviews

1. Harsh Patel ★☆☆☆☆

   I want to make it absolutely clear that TravelUp’s previous public response is untrue. They have been provided with full email chains, payment records, and the booking reference. I have made repeated phone calls and sent numerous emails, all of which have gone unanswered. After my initial review, I was contacted by Gary Smith, who requested the same documentation and a detailed summary of the issue — all of which I provided again. Since then, Gary Smith, the admin team, and TravelUp as a whole have gone completely silent. This is unacceptable. After my mother passed away unexpectedly, I booked a family holiday to Greece for myself, my husband, and our four children. Sadly, one of my children was later unable to travel. I contacted TravelUp and explicitly confirmed in writing that I wished to cancel the flight for one passenger only. On the day of departure, I attempted to check in online and was informed that my booking reference did not exist. Assuming this was an error, we proceeded to the airport, where the airline confirmed that the entire booking had been cancelled without my instruction. As a result, I was forced to purchase replacement tickets at significant additional cost. Upon returning from our holiday, I contacted TravelUp repeatedly. For weeks, I was told no manager was available. Eventually, after persistent calls, I spoke with Gary Smith, who advised that another manager would contact me. That never happened. Despite multiple follow-up emails, I have received no response whatsoever. This issue has been ongoing since September 2022. TravelUp cancelled my booking without authorisation and has since failed to engage, resolve the matter, or issue a refund. This is not only deeply distressing but completely unprofessional and, in my view, unlawful. I have never left a negative review before, but I feel a responsibility to warn others. Based on my experience, I strongly advise potential customers to avoid TravelUp. I am now pursuing legal action.

   almost 6 months ago
2. Adela Austin ★★★★★

   I booked my flights for a very special holiday through TravelUp. Initially I found them online, and due to being visually impaired I was relieved that I could speak to a travel agent over the phone. The agent who answered the phone was Kyle Roberts. He had a very pleasant manner and was very helpful. He was very patient with me, he did not rush me and helped me find suitable flights that both suited my schedule and my budget. He provided me with excellent customer service, and it feels reassuring to know that if I have any further questions regarding my trip I can contact him directly. I would highly recommend Kyle if you are wanting to book a holiday, or discuss holiday options. Thank you Kyle for all your help.

   almost 7 months ago
3. Shambok 1 ★★★★★

   Have just returned from my trip from Leeds to South Africa. 1st time I have ever booked a trip totally online, using travelup. Everything was perfect. We did not have one issue with our booking. Ticket confirmation and tickets arrived in good time, not one issue encountered on trip in either direction. Thank you travelup for one less stress on my trip. Will definitely use you again.

   almost 7 months ago

1. S H ★★★★★

   Booked a stay at Al Bustan Palace hotel in Oman, and TravelUp’s prices were significantly below its competitors. I have previously booked flights with them without any problem, however, I was nervous about the hotel price. I called them up and spoke to Robin Bell, who assured me my booking would be honoured without any problems, and it was. All taxes and fees were included and I saved a lot of money. Robin was amazing to deal with - very professional, helpful, and friendly. He could see I had booked flights previously. He emailed me confirmation of my booking straight away. I would DEFINITELY book with them again. I know there are some negative reviews, but 10/10 from me. I wouldn’t be getting a better experience by paying more through other well-known providers. Thank you Robin!!

   almost 10 months ago
2. Muhammad ★☆☆☆☆

   I booked a return flight to Karachi via Turkey from London with this travel agency. However, due to the conflict and war-like situation between India and Pakistan, the airline cancelled the ticket. Upon contacting the airline, they confirmed that the tickets are fully refundable or changeable without any fare difference, but need to contact the agency as only the agency can process it from their end. I tried to speak to an agent and, after waiting 30–40 minutes on three separate occasions, I was finally connected—only to be told each time that they needed to pass the case to a colleague, then left on hold indefinitely. I waited an additional 40 minutes each time before eventually hanging up. In total, I have spent over 4 hours on calls, and still, nothing has been resolved. I have emailed their admin team and a manager named Martin Vincent. It has now been three days that I’ve been stranded at Istanbul Airport, and they still haven’t had the decency to resolve the issue. I have followed up again via email and will now be seeking legal assistance. Avoid this company at all costs! This has been the worst experience—one that has left me emotionally and physically drained, and has put immense pressure on my mental health.

   1 year ago
3. Laura Sprtzr ★★★★★

   I have used TravelUp for the first time and was pleased with the experience. Lufthansa has cancelled my original flight and TravelUp provided me with an alternative journey immediately. I first agreed to it but later changed my mind. I called them to see if there are any other options. I only waited 2-3 minutes before someone answered my call and clarified my questions. They advised me to follow up via email which I did. Roy Edwards, who handled my booking and queries, was super helpful and responsive, and was able to provide me with an alternative flight quite quickly. Overall great service and experience.

   almost 3 years ago

1. Rima Barakeh ★☆☆☆☆

   Terrible experience. If I could give less than one star I would. Book with them if you want to experience awful customer service. My flight was cancelled by the airline operator because of strike action in the country we were travelling to (so no fault of our own) and we were only given two options by TravelUp - both less than satisfactory. When offering to refund our money, they said they would have to charge us a £50 admin fee to process the refund - the absolute cheek! So the choice was either PAY THEM £50 to get a refund (still can't believe it!) or get a voucher to use with them again. I opted for the voucher in mid-December and it's almost February and I still haven't received it. What's worse, the voucher, when it eventually comes through, is valid 12 months from the date of my original flight. So the longer they take to issue me the voucher, the less time I have to actually book a flight. They are now not responding to any of my emails when I request an update on my refund voucher and I can't seem to get hold of anyone. Avoid at all costs if you ever want to stand a chance at getting a refund for a cancelled flight or any kind of customer service whatsoever. Terrible!

   almost 3 years ago
2. Libby Dowson ★☆☆☆☆

   Absolute SCAM, they would not deserve 1 star with the unethical individuals that run this company. I booked a one night stay in London for October 2022 with TravelUp. When I arrived at the accommodation, I could not get into the building. I called customer services and waited hours on hold while they allegedly tried to sort it out. They would hang up on me and then tell me they’d call me back but I’d never hear anything. I stood waiting outside the accommodation I had paid for from 6.30pm until 11.30pm all while waiting for TravelUp to sort out the situation. It was a completely unsafe and awful experience. There was absolutely no empathy and the customer service team were SO rude, they told us to stop calling them for help. They finally allegedly sorted out alternative accommodation at 11.30pm (we called the alternative accommodation and they had no record of a booking) after which we had already told them we had been forced to book a travel lodge. We were told by customer services on the night that we would get a refund for the original booking (2 months later and have not received a penny). We have been constantly emailing TravelUp since the booking date and have been given ridiculous answers saying they are ‘waiting for the supplier’. I then told my credit card company that I had paid for a service and not received anything, I received a refund from my credit card company. I decided to let the issue go as I did not have the energy to deal with such a despicable company. However, weeks later I then received a letter from my credit card company detailing that TravelUp disputed my claim and made false paperwork to say that I was a NO SHOW at the accommodation. I am absolutely appalled that such a company is allowed to trade. I traveled up to london for a gig that I had tickets for and was not able to go as I was waiting outside the accommodation until 11.30pm. I am now out of pocket for my original accommodation and the last minute booking I had to make. With NO refund or compensation received from TravelUp. DO NOT USE THIS COMPANY!

   almost 3 years ago
3. Tom Dreaning ★☆☆☆☆

   DO NOT USE THIS COMPANY! They are robbing people in broad daylight. I booked my girlfriend flights to Warsaw so she could visit me for a weekend whilst I was working there for 6 months and unfortunately the return flight was cancelled. The natural response for most reasonable people is to start looking at alternative travel options. I tried to change it directly with the very reputable airline who were offering a full refund if none of their other flights suited. They didn't suit, so I asked for the refund. They said I had a year to apply for my 100% refund but I had to claim it through the travel agent...unfortunately in the case it was Travel Up. I emailed Travel Up to ask for my refund and heard nothing back, so noting that I had a year to apply for my refund decided to book an alternative flight so that my girlfriend could return after her trip. Whilst having dinner on Saturday night, Travel Up decided to email offering her alternative flights on the Monday (the day after she was due to fly). She had work on Monday, so the flight most definitely didn't suit. The thing that really wound me up was the tardiness of their email: the fact that they thought I would fly her to Poland with no return travel booked (due to their laziness), assuming that I would I would just wait for them to offer an unhelpful solution at a unsuitable time. I emailed them immediately demanding a full refund. After a couple of emails back and forth, it all went quiet. I assumed they were processing the refund which they said could take up to 6 weeks. 6 weeks later I sent a chaser email asking for an update on the refund. They replied saying they had just submitted the refund request and it would take 6 weeks to process. What were they doing for the first 6 weeks!? Clearly they had just forgot about yet another paying customer. 6 weeks passed and I finally received word on the refund. Apparently the return flight only cost £54 (which I doubt considering how much I paid for both flights). HOWEVER...they can only offer me a refund of £4 after you take their £50 administration fee off. How is this fair?! I appreciate that it is a business and it needs to make money, but I did not cancel the flight...the airline did...so why are they not covering the administration cost? Why am I being penalised for using Travel Up as my travel agent? I am now out of pocket for the additional flight that I booked, because I wrongly assumed that the money owed to me would be returned. I am yet to receive a cost breakdown of the flights to see how much the return flight actually cost. Stay away from this company. They are thieves.

   almost 3 years ago

1. M D ★☆☆☆☆

   DON'T WASTE YOUR MONEY WITH THESE PEOPLE! I booked a flight that was covered in case of cancellation or change. I had to cancel my trip and they offered me a refund of £27 for my £748 flight. I tried to get a diplomatic solution so I asked for a change instead and they wanted to charge me between £500-£600 for a change, so pretty much to buy a new flight ticket. Unbelievable how they get away with so much stealing like this! This business should be shut down!!!

   almost 3 years ago

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