TravelUp Ludacris Admin Fee for refunds

JossSalt

We booked flights around a year ago through travel up from Uk to Texas in April, obviously due to current events the flights got cancelled at the beginning of March. We have just received our refund today (03/06/2020). We Originally paid £345 per person for the flights but only got back £249 due to a admin fee (for the refund) which we did not get told the percentage would be 28%. Overall the 4 of us are down £384 which is ridiculous especially due to the amount of emails/ recently phone calls it has taken get anything back at all. Can anyone help with this massive lost? A 28% admin fee which we feel is way too high and putting each of us £100 out of pocket for something we could not control is extremely unfair. 

Travel up terms & conditions on refunds:
“Flight Only” All payments made to us including deposits are non-refundable unless the cancellation is made by the carrier in which case we will refund to you any monies repaid by the carrier to us on your behalf less the cost of any reasonable administrative costs in making such refund to you subject to your claim being made to us in writing and any such repayment being received by us within the period of 12 months from the date of your out-bound travel. Any entitlement to a repayment will be subject to the terms and conditions of the carrier with whom your flight was booked which may vary.
Air tickets returned to us for a refund are subject to an administration charge of £75 per ticket, irrespective of the number of tickets returned and you will be required to pay a per ticket cancellation charge imposed by the airline or the consolidator pursuant to their terms and conditions. There is no automatic right to a refund and, when you return an air ticket to us, we will arrange for it to be presented to the respective airline or consolidator to assess eligibility for a possible refund in accordance with the relevant airline's or consolidator's terms and conditions. We recommend that you return such air tickets to us by special delivery post as we do not accept responsibility for documents mislaid or lost by the Royal Mail.

17. IF WE CHANGE OR CANCEL YOUR TRAVEL ARRANGEMENTS

It is unlikely that we will have to make any changes to your travel arrangements however occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you of them at the earliest possible date.

“Flight Only” Should your flight be cancelled your rights and remedies will be governed by the airline's conditions of carriage. As a result, you may be entitled to: (a) Carriage on another flight with the same airline without additional costs; (b) Re-routing to your destination with another carrier with or without additional costs; (c) Receiving a full refund which we receive back from supplier/airline with a deduction of credit/debit card (non-refundable) charges incurred by us at the time of the original booking and a small administration fee ; or (d) Some other right or remedy.

If a schedule change occurs to your itinerary prior to our receipt from you of the full price, or prior to the issue of your tickets (on either the outbound or return flight) we will do our best to notify you on behalf of the carrier. Should a schedule change occur to your itinerary after full balance/ticket issue, on both the outbound or return flights the relevant supplier’s decision will be final and amendment charges may apply.

Thanks,
Joss

mattyprice4004

Ask them why the fee is so high - but remember these shonky online agents make basically nothing from ticket sales, their main income stream is fees and charges. 

I can see why they'd need to levy and admin fee - after all if they're refunding a lot of customers, who is going to pay to keep the lights on? 
£100 per person does seem a little steep, but then when you take into account the staffing costs and the fact no one is booking at the moment, they may need to charge such fees to stay afloat. 

Personally, given how things are right now I'd be happy to have a refund and would follow their complaints procedure to see if you can reach an agreement (£50 per person would be much more reasonable) - but I wouldn't hold your breath. 

The lesson (that I have learnt too) is either book directly with the airline, or expect to be stung with fees at every twist and turn if you use these cheap online agents. 

Life__Goes__On

DON'T PAY  the admin fee.
TravelUp changed their T&Cs you agreed to, the one you agreed to didn't have ANY fees.
https://forums.moneysavingexpert.com/discussion/comment/77197583/#Comment_77197583