TravelUp Refusing to Pay Refund

masterkey1990

I booked a flight with TravelUp and received a proof of payment email stating I had paid £231.37 however the company charged my credit card £421.37 without notifying me. I realised a couple of days before my flight and sought a refund from TravelUp over the phone and was sent back and forth between various departments before being told I had to send in a refund request via email. I immediately sent this request and in the meantime had no choice other than to take the flight. Two weeks later I still hadn't received a response so emailed again expressing my frustration at their lack of assistance and urging them once again to send a refund. They responded today with this "As we mentioned that flight prices keeps on fluctuating depending upon seat and flight avilability so at the time when you check the price it might be GBP 231.00 but when you made the reservation through the website at that time the price was GBP 421.37 per passenger and we receive the payment of the said amount against one passenger only." As previously mentioned I have proof of payment of £231.37 and it seems like an attempt to shirk responsibility on their behalf. Does anyone have any advice about what steps I can take next?

Westin

“ I booked a flight with TravelUp and received a proof of payment email stating I had paid £231.37 however the company charged my credit card £421.37 without notifying me. I realised a couple of days before my flight and sought a refund from TravelUp”

What was the time scale between making the flight reservation request and your flight date?

bagand96

Are you sure that when you reached the checkout page there wasn't a pop up or message along the lines of "The flight price has changed, the new price is displayed in the basket" or something similar?  I'm guessing not because you say you have a confirmation email of £231.   Or maybe an email that came through after your booking request saying they couldn't book at £231 and the new price is £421?

The easiest thing for you to do at this point is to contact your bank and dispute the transaction.  You can provide them with your booking confirmation to prove you only authorised £231.