Travelup

SAB01

I booked last year through Travelup flights to Barbados for this August 2020. I can no longer travel but cant get intouch with Travelup. They say fill in the webform and we will contact you!  Virgin say they cant help me... Has anyone on here been contacted by Travelup in the last 4 weeks???? 

Ngozi

What do they say when you ring them, presuming you get through?

bonkersbonkers1

Assuming you took out travel insurance last year at the time of booking - I would be getting in touch with them.

Westin

SAB01 said:

I booked last year through Travelup flights to Barbados for this August 2020. I can no longer travel but cant get intouch with Travelup. They say fill in the webform and we will contact you!  Virgin say they cant help me... Has anyone on here been contacted by Travelup in the last 4 weeks???? 

Quite a few companies have it seems adapted this way of working. I think it allows flexibility in passing enquiries out to staff perhaps still working at home to deal with.  Others also using it to free up staff and phone lines so that with their limited resource can proactively call out to customers with closer departure dates, rather than dealing with non-priority inbound calls.  Actually makes a lot of sense.

You have not mentioned if you have completed the web form as instructed and if so how long you have waited for contact to be made. Might be worth doing. You might be surprised that contact is made relatively quickly.

While waiting perhaps look at the relevant airline website to see if they have travel waivers in place. You can forearm as to what you can then ask for from TravelUp for resolution.

kelloggs36

I called them last week - I was 27th in the queue but got through after about half an hour.  I told them I had already filled in an online form to cancel but he was not bothered about that at all.  He took the instruction to cancel and then said that he would email me - which he did.  I had to email back again to confirm I wanted to cancel.  He then said that I would get back the tax so I asked how much that would be.  Out of the £51.37, we get back £16.37 each - they keep the rest as an admin fee.  3 days later he emailed to say that he had not cancelled the flights!  I messaged back to ask why as I had asked 4 times for this to be done.  Finally, he messaged to say that the flights have been cancelled and I would get a cancellation invoice within 3 working days.  So, basically, call them and hang on for an answer - you will get through.

kelloggs36

Oh, and you need the cancellation invoice before you can get anywhere with your travel insurance claim.

MC102

SAB01 said:

I booked last year through Travelup flights to Barbados for this August 2020. I can no longer travel but cant get intouch with Travelup. They say fill in the webform and we will contact you!  Virgin say they cant help me... Has anyone on here been contacted by Travelup in the last 4 weeks???? 

I am in a similar situation with an Emirates flight booked via Travelup - I don't actually want to cancel, just make a change. I called Emirates as all attempts to contact Travelup lead nowhere. Emirates flatly refuse to help even though I have a valid booking on their "Manage My Flight" system. They said I can make a change due to Covid without additional charge by the airline, but Travelup has to do it!! Meanwhile Travelup T&Cs actually state that once the booking is accepted by the airline their service is complete..so why is this a problem? Driving me mad!

mattyprice4004

MC102 said:

SAB01 said:

I booked last year through Travelup flights to Barbados for this August 2020. I can no longer travel but cant get intouch with Travelup. They say fill in the webform and we will contact you!  Virgin say they cant help me... Has anyone on here been contacted by Travelup in the last 4 weeks???? 

I am in a similar situation with an Emirates flight booked via Travelup - I don't actually want to cancel, just make a change. I called Emirates as all attempts to contact Travelup lead nowhere. Emirates flatly refuse to help even though I have a valid booking on their "Manage My Flight" system. They said I can make a change due to Covid without additional charge by the airline, but Travelup has to do it!! Meanwhile Travelup T&Cs actually state that once the booking is accepted by the airline their service is complete..so why is this a problem? Driving me mad!

It's because you paid a lesser price to Travelup, so they handle all of the customer service on behalf of Emirates. This is one of the ways they can offer a cheaper fare. Unfortunately if you want the premium service the airlines usually offer direct, you have to pay the extra to book direct.