TravelUp - Refunds, not answering e-mails phone lines suspended.

Life__Goes__On

"Our Terms and Conditions originally stated that the customer was entitled to a full refund of what we receive back from the airline or supplier. This will never be the same as the amount you have paid us when you booked as this includes our service charges and we appreciate this has led to some customer confusion."

There is no confusion,  you now want to make a deduction that wasn't in your T&Cs
The service charge needed to be in the T&Cs if there was one, the fact it wasn't means there isn't  one.
A service charged  should not be paid,

Butts

Life__Goes__On said:

"Our Terms and Conditions originally stated that the customer was entitled to a full refund of what we receive back from the airline or supplier. This will never be the same as the amount you have paid us when you booked as this includes our service charges and we appreciate this has led to some customer confusion."

There is no confusion,  you now want to make a deduction that wasn't in your T&Cs
The service charge needed to be in the T&Cs if there was one, the fact it wasn't means there isn't  one.
A service charged  should not be paid,

Agree with you there, but the letter did contain a few interesting insights about the financial process involved - provided it was true.
It would seem that they only hand the money over as they get it. So if you have paid a small deposit for expensive flights the agent has not fronted this money but only passes it on when received from the holidaymaker.

Therefore if you cancel without paying the balance I wonder if the Agent still has to pay the Airline what would have been due ? 

Life__Goes__On

"

Butts said:

Agree with you there, but the letter did contain a few interesting insights about the financial process involved - provided it was true.
It would seem that they only hand the money over as they get it. So if you have paid a small deposit for expensive flights the agent has not fronted this money but only passes it on when received from the holidaymaker.

Therefore if you cancel without paying the balance I wonder if the Agent still has to pay the Airline what would have been due ? 

At a guess, if the seat is filled then there will be not much to pay, if anything, as the airline has suffered no loss as seat filled.

That why someone who decided to cancel after paying a large deposit, should try to reclaim most of that deposit if the hotel is cancelled,
It is not true to say a deposit is always lost if a person cancels, as many do not know the legal rules regarding deposits.

Genka

Hello there, 
I am new on the forum so correct me if something is wrong with my post. 
I booked my flights with Travelup for 20th March. Because of FCO advice I wrote to them and requested to cancel my tickets as I don't want to fly. They told me that my tickets are non refundable. As my tickets are with British Airways and Qatar Airways and they both are issuing vouchers I requested vouchers from Travelup so I don't lost £1700 which I paid for my tickets. No answer then... I didn't fly. The flights was not cancelled. I am still waiting for some answer from them. Does anyone know what is the situation with the vouchers if u book thru travel agent? I mean British Airways said that u can cancel and take a voucher no matter the reason. Is it the same with my booking with Travelup? Please any information and advice will ve be really helpful as this is big amount of money for my family and we want to take the money back... As a voucher or cash. Thanks

Life__Goes__On

Not sure where you stand with vouchers if TU didn't request them for you.
Did you have travel insurance?

ultim

How long are people waiting until they are getting a response back from TravelUp?  I've emailed them over a 1 week ago now and still i havent got a response yet.

They confirmed i will get a refund and asked me to wait 6-8 weeks for the money to be in my account.  That was 10 weeks ago and im still waiting for refund.

Life__Goes__On

https://www.moneysavingexpert.com/news/2020/05/mse-travel-survey-results/
Judging by the MSE survey,  people are either struggling or haven't had a refund.

Roch123

Hi there, 
Had a similar issue with TravelUp for flights, after not hearing from TravelUp for over 2 months and trying to contact/report them each week:
1. I raised a refund with Barclaycard, as I'd made my booking on their credit card for security
2. Travelup have finally got back to me yesterday, offering either credit or a partial refund minus service charges etc, adding an additional 4-6 weeks for the airline to process a refund awaiting my response.
3. This is not accurate as I received a refund confirmation from British Airways months ago just after my flight was cancelled, who advised me to contact the agent (TravelUp) to process and refund.
Question: As I have started the process with Barclaycard, should I not reply to Travelup? Judging by Trustpilot and forum reviews here, I doubt they will follow through on their word. Would appreciate your advice!
Thank you,

Life__Goes__On

You could reply to TU,but stating you  want a full cash refund, as there are NO service charges to be paid, as you have only just added it to your T&Cs
This thread showed people searched their T&Cs in April and there wasn't any then.
https://forums.moneysavingexpert.com/discussion/6124240/holiday-cancelled-refund
 

Life__Goes__On

There is a post that proves TravelUp changed their T&Cs
https://forums.moneysavingexpert.com/discussion/comment/77130331#Comment_77130331

"Our Terms and Conditions originally stated that the customer was entitled to a full refund of what we receive back from the airline or supplier"