Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 20, 2023 I made a reservation for a hotel in ***** ********. The day I made a reservation for is June 2 through June 4. My confirmation says that I would receive an email to download a voucher and I have not received an email to download a voucher. It is now May 15. I have tried to call them and every time I call the phone number provided it automatically hangs up. I have sent an email with no response. The amount of money is $303 and some change and I am looking for a complete refund. I have looked online and I am now discovering that this is a fraudulent business. I now have to scramble to find a hotel for my trip.

• Initial Complaint

  Date:05/03/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is about TravelUp, ******* *********************, **************************************************************************************************** . I booked international flight with them. (*******-******. Return flight *********-*********-*********-*******) The first leg ** the return flight got cancelled. I was NOT informed nor alternative arrangement was made. I had to do my own arrangements to go from ********* to Banaglore with 50kg baggage not mentioning the suffering and pains I had to go through. Upon my return I called the airline who told me that agent TravelUp failed to put the email in the system as a result the airline(spicejet) couldn't inform me because agent didn't put the email in the system. Spicejet agreed, processed t refund the fare they received 2 months ago. However since this is a code shared flight major part of the money is with Emirates that Agent knows. Since the credit cards details are with the agent, he has to work with Emirates and refund my money. TravelUp is just lazy, dont care to resolve it. I made hundred of calls to TravelUp and Emirates. All they say is Customer Affairs/Resolution team will respond. I am tired of chasing them and frustrated. They owe me $430/=

• Initial Complaint

  Date:04/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a hotel reservation and was promised the Hotel would confirm my reservation within 24 hrs of full payment. Never happened. The Hotel had no record of my reservation. When I contacted TravelUp they came back with this response: "Please note that we have contacted our supplier for the Hotel Confirmation Number of this booking, as soon as we will receive a response from them, we will update you the same."My **** came back with a "FRAUD ALERT" when I paid so should have known better!

  Business Response

  Date: 05/09/2023

  Good morning,

  When booking a single travel arrangement with **, as per our terms and conditions which are agreed to at time of booking, we serve as an agent on behalf of a third-party provider and reservations are not made directly with the hotel. Some hotel chains keep booking information in a central database and send the guest name to the hotel a few days prior to arrival. We can see that the customer contacted our team, who in turn contacted our supplier however they have now filed a chargeback with their bank. We made a valid reservation with our trusted wholesaler, and this transaction is not in any way fraudulent. When a bank dispute is initiated, we are unable to issue any refunds as the funds are reclaimed by the bank until the dispute has been closed.

  Kind Regards

   Travelup Team

   

• Initial Complaint

  Date:04/17/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my tickets (2) and was told in writing that I would get a refund of airport taxes of ***** per person. The refund has not been received after 4 months. Communication has been poor - the TravelUp administrative person insisted I had used the tickets when I did not. This is extremely strange as I did not travel. E-Ticket Booking Ref: KHP9EQ / Folder No.: *******

  Customer Answer

  Date: 04/17/2023

  Type of product/service purchased: Air tickets

  Purchase price: ****** pounds

  Dates you complained to the company/organization: 10/04/23, 13/04/23 (see email thread), 14/03/23, 17/03/23 to no resolution

  and name of salesperson, contract, account or policy#, order#: 

  ***********************
  Admin Officer
  Tel : *********** (Ext : 6811)

  Booking reference KHP9EQ (as stated in previous attachments - also see PDF attachment of originally purchased tickets)

• Initial Complaint

  Date:03/24/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint is about the ********************* called TravelUp in ************, **. On February 6, 2023, I booked a hotel reservation through their website. Website said a non-refundable cancellation fee of $372 applied when you made the booking. Cancellation fee was 40% of the entire 3 day hotel cost. After making the booking, the Agency sent me an email stating it could take 3-4 days for the hotel to issue a confirmation number and guarantee the booking. Since I needed to travel the next day, this was not sufficient warning. I then researched the Agency on-line and noticed many travelers stating the business was a scam, they arrived at the hotel, and the hotel did not have their reservation. I then immediately tried to cancel the reservation (about 10 minutes after booking the reservation), but the Agency would not refund my money. The time between the booking and cancellation was only 10 minutes, the Agency was not out of pocket on any costs, and most importantly, telling me after I booked the trip that it could take 3-4 days to confirm the reservation was a material omission by the ************** It did not make any sense for me to drive 2 days to the hotel without having a confirmed reservation. Despite my efforts to get a refund for my cancellation fee, the Agency refused to give me any refund.

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a wyndham owner and was signed up with travel up with a complimentary $500. Was signed up end of January beginning of February 2022. March I was still not able to get in because I never received an email for registration. After several contacts with a salesperson from wyndham I finally received the email. I was told the money was good for a year. I went to use it February 2023 and the mo ey was gone. After getting the run around from wyndham, travel up, then back to wyndham they told me I was not getting the money back because I failed to notify travel up after a purchase for more points. What difference does it make. I did not get rid of wyndham but added to it.

• Initial Complaint

  Date:01/29/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room on their website on January 18th 2023 for a hotel in ********* for 2 nights from January 31st. On January 27th they email me saying: We regret to inform you that due to lack of availability) it is not possible to confirm these reservations at the original hotel.They offered to switch me to another hotel, but this email went to my spam and I didnt see it. On January 29th I get another email and I check my spam, which I now see and call them back. I waited an hour to speak to a person and I never got an answer and hung up.I get a call a from them a bit later and the guy informs me of the situation, I ask him why I was informed of no availability 9 days after I had made the booking and he simply dismissed the question and offered to give me a full refund. I said no and asked him to approve the new booking to the new hotel, to which he says I need to reply saying such to the email I was sent. I reply to the email as instructed, a bit later I get an email saying:Please note that we have checked with the supplier and unfortunately, your reply wasn't on time, therefore, they don't have any availability, in this case, our supplier has requested a full refund and within 72 hours the refund will be issued.This company is a scam. I am a frequent traveler and I have booked in a lot of websites and agencies and never have I had a cancellation like this. I hope I get my money back.After this happened I went on ****** to leave a review and there are numerous negative reviews very similar to mine.

• Initial Complaint

  Date:01/25/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi i bought an airline ticket and upon receiving the confirmation i noticed a wrong date,i sent two requests via the website and an email to cancel the ticket.i also phoned the company,it took over an hour to get an answer and was asked to send an email.Travelup did not cancel the ticket on time and simply refund me 300 GBP from over 900 GBP when the airline allow free cancellation within 24 hours . These guys are well-trained professional crooks,do not send them anything over their website as per their T&C only email considers notice ( even after a proper notice was sent they still did not cancel the ticket ) .

• Initial Complaint

  Date:01/24/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They took our booking for ******* **************** in ******** ***** for 3 days. When we got there, nothing was booked and there was no record of any transaction, the Hotel didnt recognize TravelUp or the room or rate. We had to book and pay extra to get a room. Everything was fraudulent. When we tried to get help with the bank, they sent us a threatening email, saying theyll take legal action to recover any financial hardship we cause them even though we didnt recover any lost money. We booked from 12/24 to 12/27. Still waiting from any word from the bank.

• Initial Complaint

  Date:01/15/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unfortunately they are a scam! Remember if things appear to good to be true, often they are!I booked a hotel stay with them last summer and when we had a family situation come up we had to cancel the reservation. I emailed them before the the booking date occurred to cancel the reservation and they said they would reach out to the hotel to request the cancellation and if it was cancelled, provide me with a refund. Over the next 6 months I followed up with them time and time again to see the status of the refund and they just kept saying "we have contacted the hotel and are awaiting a reply back...". They never stopped saying that despite over a dozen attempts to get updates so finally in contacted the hotel directly and they said TravelUp never even attempted to contact them to cancel the reservation. When I confronted them about it ***** **** at TravelUp said he wasn't going to issue me a refund (even partial) and that there are nothing they could do for me. The fact is that they never planned to do anything for me and strung me along for 6 months regarding a fake refund they never intended to give. I would like a full refund of $216.70.