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In our opinion, after receiving complaints from people scammed by TravelUp personally, we do not recommend booking your trip with TravelUp.
TravelUp is a tour and travel company that offers many holiday packages. They claim to provide one-of-a-kind vacations for those who want a fast-paced and exciting vacation, as well as those who want something more leisurely and relaxing.
They also state they offer a one-stop solution for your holiday to any imaginable destination in order to provide their customers with a broad selection of holiday destinations.
TravelUp is based out of the UK and was founded in 2004, and has grown remarkably fast. They have even been nominated for several awards in the last few years, including Best Online Retailer and Best Flight Booking Website by the British Travel Awards in 2019 and their CEO picking up the EY Entrepreneur of the Year's Scale-Up award for London and the South region.
The agency has an IATA accreditation, providing approval to promote best practices recognized across the aviation industry worldwide. In addition, its package holidays are protected by its ATOL license (ATOL 7227) in the United Kingdom and its ARC license within the United States of America.
Many customers are unsure whether TravelUp is legit or not, so we have done some digging to find out more about this company. We have looked at their website content and customer reviews to see if any red flags have been raised that might cause concern.
What do the customers say?
The first place we went to look for information regarding TravelUp was review sites, such as Trustpilot and Feefo. These sites are popular places for people to find companies' customer reviews. Reviews on these sites can be extremely helpful in determining if a company is legit or not, so we decided to take a look.
On Trustpilot, TravelUp has an average rating of 4.2/5 stars. This is a pretty good score at first glance. There are thousands of people who have posted reviews on this site. While most of the ratings are positive, there were still some troubling things that came up.
What can we tell from the reviews?
The first thing to note is the customer reviews posted on the internet. These are a great indication of how a company operates, what kind of people they attract, and whether or not their claims about providing certain services are legit. Of course, it does need to be taken with a grain of salt, too, as we have had a personally great experience with many companies that have a host of negative reviews. Nonetheless, it helps get a fuller understanding of the business.
After going through these reviews, we found that a few recurring themes appeared to be raising some red flags.
First, many customers are unhappy with their customer service, claiming they can take days or even weeks to respond. One customer claims they had trouble contacting the company, and another states that their e-mails were constantly ignored. Many also mention being left waiting on the phone for long periods or holding forever before they were able to speak to someone.
Another recurring theme is that customers feel misled by what they say they will offer. Several people claim unexplained charges on cancellation, such as a £50.00 charge, even though the customer booked a Free Cancellation service. Many complain that they didn't receive the benefits they were promised with their package holiday. This seems to be a common problem, so it would be worth checking out what you are getting before booking a trip through TravelUp. One user even claimed to have found TravelUp's prices double that of other companies for the same holiday.
Lastly, we noticed from reviews that many customers complain of being offered different prices for similar trips at other times. This seems to be a sign that TravelUp may not be as transparent as they claim, and you should always make sure you are getting the best deal available before agreeing on anything with them.
What can we tell from their website?
The website is a great place to look for information about a company you want to investigate. If their website is professionally put together and seems pretty trustworthy, it might be safe to book with them. On the other hand, if their website is a bit shoddy or doesn't look professional, it might indicate that the company itself isn't as trustworthy as you would hope.
TravelUp's website is simple and easy to navigate, the UI/UX is good but not exceptional. Some users have suggested that they find it hard to navigate. For example, if you select a hotel, then decide that you don't like it and want to go back to the list. It recreates the list from scratch, which can be inconvenient and frustrating for some people. This issue can be solved by opening up each hotel in a new window/tab, but the website does not allow you to do so, which is problematic. And half of the hotels shown are 20km away from the city you are looking in. It limits your options.
The site does not make it obvious who is running the company. No information is given on the people on board, which some users found troubling, especially those with customer service issues. The lack of precise contact details can also be a problem if you need to get in touch with them quickly.
While the website isn't terrible, certain things do stand out. TravelUp claims to have the best deals on flights, hotels, and package holidays but is that true? Many of their customers have had issues with their customer service and the actual services.
Their website is easy enough to navigate, but some users suggest it can be hard to find specific information if you are unsure where it is.
So, what's the final consensus? It seems as though TravelUp is a company that pays close attention to its marketing but has not been able to live up to those promises.
If you find a deal that's way too good to miss out on, make sure to get in touch with them before booking anything. Check for customer reviews and any other sources of information that you can get your hands on.
The company appears to be legit, so if you want to give this start-up a shot, then take the plunge. But, to be fair to TravelUp, sometimes things go wrong in a business, and they learn from it and improve over time, so if they've lasted this long, maybe they will reach new heights as a company.
If you would like to try a more recognized travel booking brand, you can read about Expedia or Booking.com by clicking on the respective link.