TravelUp credit vouchers useless

CatF100

We had BA flights, booked with TravelUp cancelled due to COVID, and after getting nowhere with a refund, decided to accept a credit voucher which arrived by email on 10 June.

We then decided to rebook the holiday for next year. The first attempt to use the credit voucher on the website  was 17 July, we kept getting a "voucher code is not matched" message. My friend tried to ring TravelUp's phone number but heard a recording saying the number was not in use and it would not be possible to leave a message. She again used their online contact form to raise the issue, but two weeks later I had still not had any reply (or to any of the contact forms filled even before this issue!!).

We tried to book again on August 1st but the same message came up using the credit voucher. I re-read the voucher email I had originally received on June 10th and could see no explanation of how to use the voucher or what I may be doing wrong. On discussion with my friend we decided to book anyway, as the flights were a good price and we assumed that  the website must be at fault. My friend filled out a contact form again to get our vouchers refunded (no reply still), so out of desperation, I decided to put out a tweet on TravelUp's twitter page and they replied today saying they would not refund us ! What is the point of these vouchers if you can't use them? I'm not sure where I can go from here and if anyone else has had a similar problem. Any advice welcome......

Westin

On their website, under the search facility, there is a button “Redeem a Credit Voucher” then this -

“Ready to book your next faff free trip using your credit voucher? You’re in the right place. You can use your credit voucher in full, or as a partial payment here. To redeem your credit voucher, you’ll be sent a onetime password to your registered email address so please have this ready.”

Then links to options for booking Flight Only, Flight+Hotel.

Did you follow that process and request that onetime use passcode?

CatF100

Firstly the vouchers were issued with no instructions. Anyway when I used the voucher, that option wasn't on the website when I booked my flights. TravelUp have obviously updated there website, presumably because we weren't the only ones who found they couldn't use the vouchers.

Ganga

CatF100 said:

Firstly the vouchers were issued with no instructions. Anyway when I used the voucher, that option wasn't on the website when I booked my flights. TravelUp have obviously updated there website, presumably because we weren't the only ones who found they couldn't use the vouchers.

Or maybe they now have more staff back at work and someone from IT has upgraded the web site.