Whereas airline websites will only promote and sell their own product, and that of their codeshare partners, booking with a travel agent gives you the flexibility to compare multiple airlines in one place and chose the airline that best suits your needs whether it’s an early departure time, fares that include baggage or the airline that gives you the most frequent flier rewards.
Once you have chosen your flight, make payment and receive your ETicket our service is complete. The responsibility then falls to the airline to operate the service you have paid for or provide you with a suitable alternative. If the airline changes their flight schedule or cancels your flight, as an agent we provide our service again to rebook, refund or provide vouchers for future travel dependant on the policy given by the airline.

Due to the amount of tickets we issue, exchange and refund daily, we pay and receive money from the airlines in bulk. This is facilitated by IATA (International Air Transport Association) and is known as BSP (Billing Settlement Plan). This means that the airline will have been paid for your ticket no later than 30 days after your ticket was issued regardless of your departure date. The same procedure applies when we request refunds or travel vouchers. This is a twice monthly cycle. This is not specific to TravelUp and many travel agents work on this model.

We understand in these uncertain times, after the disappointment of having your flights cancelled, that you would like to be refunded as soon as possible. Dependant on the date your flight is cancelled, therefore your refund or vouchers are applied for, and where this falls in the twice monthly settlement plan cycle, it can take 4 weeks from the approval date to receive your money or vouchers back from the airline and then 14 days to get this back to you. Please note – should you contact your chosen airline directly and are informed of the day your refund was processed that is the date we applied, or the airline authorised a refund, not the funds settlement date. The airlines customer service departments will not have information on the settlement arrangements for each travel agent they work with.

For each ticket you buy you are paying for two separate services. One is a service charge for the agent, and one is the cost of the ticket which is passed onto the airline. We do not separate our service charge so you will just see one price. As an agent for the airline our service is provided as soon as your ETicket is delivered to you. This service is provided regardless of whether you then go on to use your ticket or not or whether the airline provides their service or not.

When your flight is changed or cancelled by the airline, we provide our service again by applying for your refund, assisting you with rebooking flights or claiming airline vouchers for you to exchange your tickets at a later date.
If the airline is unable to operate the flight you have purchased a ticket for, they are responsible for either refunding the cost paid to them for your ticket without charge or providing what they deem as a suitable alternative i.e. rebooking onto a flight which is operating earlier or later or providing you with a voucher for a service that will operate in the future. If you choose not to accept a reasonable alternative and opt for a refund we deem this as you choosing to cancel your booking and as we are providing our service again our administration fees are applied before refunding you.
Please bear in mind our service charges cover our expenses incurred by making the booking on your behalf i.e. marketing costs, surcharges incurred for the processing of your credit/debit card payment and scheduled airline failure insurance (where applicable), none of which are returned to us in the event of an airline cancellation.

We act as an agent for the airline and you accept as part of our Terms & Conditions when you book that your rights in relation to cancelled flights are governed by the airline you chose. This is defined as (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 the 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.
In normal circumstances the airlines are obliged to give a refund if you cannot accept the alternative flights they are offering. As a travel agent we can then either pass the refund onto you or use the refund to issue you another ticket on another carrier. Due to the unprecedented impact of COVID-19 on the travel industry we have seen that some carriers are not offering refunds and are instead offering free of cost date changes or vouchers to exchange against future travel. Where possible we would encourage you to accept either of these alternatives.

Most airlines are offering a 12 month rebooking policy and some have recently extended this to 24 months. Some airlines have removed the access for travel agents to process refunds as per the normal refund guidelines and settlement plans as described above. In this case we are provided with an alternative refund application process which puts forwards our refund requests to the airlines for consideration but does not provide you with an automatic refund approval. This is known as BSP Link. The airlines have the right to reject such requests for reasons including but not specific or limited to the following:
The flight operated but as a passenger you were unable to travel due to actions imposed by the UK government or entry requirements imposed by the country you are arriving into or transiting through including mandatory quarantine on arrival The flight operated but you chose not to travel through fear of the pandemic or because the event you were travelling for was no longer taking place The flight operated but you could not travel due to advice given by the FCO The flight you chose was cancelled and merged onto another flight which operated but you chose not to travel for any reason including those above We are willing to assist you by submitting refund applications via the alternative process, but we are expecting a significant delay in responses. It is therefore important for you to provide as much information as possible when requesting a refund including why are you are unable to accept the vouchers or date change options.
If your refund application is rejected, we will update you with the response given by the airline. We will also provide you with a refund application number for your records. If your refund application is rejected by the airline you can still claim a voucher for future travel provided you have cancelled your booking before your scheduled departure date.

If you have booked a package with us, you will have received an ATOL certificate at the time of booking. We have a dedicated department to assist with ATOL protected packages working in order of departure date. As a package combines many elements booked through different suppliers, we will check all parts of your booking so we can contact you with as much information as possible.

If you have booked a flight only and paid in full at the time of booking and we have issued your ticket within 24 hours you are not ATOL protected.

If you have chosen to book a hotel only with us, you will have been shown your cancellation policy at the time you selected your room type and this can also be found on your booking confirmation and hotel voucher. The majority of our hotels are booked through bed banks and wholesalers, not directly with your chosen hotel. These are often lower in price as these rooms are not changeable or refundable once booked.
We are seeing some positive support from our suppliers and we endeavour to negotiate on your behalf in order to refund you as much as possible. We would encourage changing your dates wherever possible.

Many of our wholesalers take a set allocation of rooms in numerous hotels on a contracted basis and secure these using an advanced bulk payment which in turn reduces the rate that we can pass on to you the consumer. This means that the contract is not with the hotel directly but with the third party supplier and it is their terms and conditions a customer is bound to. We will act on your behalf to try any reduce any fees the supplier intends to enforce. As we act as an undisclosed agent for the wholesale supplier we are not at liberty to share the suppliers details.

You may be considering raising a section 75 claim via your credit card issuer by disputing the transaction on the basis that the service you purchased has not been provided. In this case your issuing bank will raise a dispute with Visa, MasterCard or American Express dependant on the type of card you used. We in turn will be contacted advising that a transaction we have charged is in dispute and we are given the opportunity to respond. While this is an option afforded to you when you pay by credit card for any future dated good or services, it should not be seen as an automatic right to refund, or as an alternative dispute resolution service as there are a number of exclusions that apply, some of which specifically relate to the sale of travel services.

Where the booking has been made via a third party, such as a travel agent, a section 75 claim is likely to fail as the direct link between the card provider and the travel provider has been broken. As our Terms & Conditions make it clear that we are acting as an agent for the airline (the travel provider) you will not have a claim against us. In addition, this cannot be used where there has been no actual breach of the terms and conditions between the travel provider and the customer. For example, if the flight or hotel was still available, it does not matter that you were unable to get to it or did not want to travel, because the travel provider has fulfilled its contractual obligation to provide the service.

A chargeback is similar to a section 75 claim in that it allows you to put the transaction in dispute. When you contact your card issuer to raise a chargeback claim we will be notified via our payment provider. It can take up to 14 days between you contacting your bank and us receiving the notification. We then have up to 30 days to respond. Our response will then be provided to the card issuer (Visa, MasterCard or American Express) who have up to 75 days to consider the dispute. This is an approximate total process time of 120 days, whereas our service standard is to provide refunds, where due, in 60 days.

Where we can demonstrate that we have acted as an agent for the airline and we have provided you with a suitable alternative in the form of a date change or airline credit voucher or we have issued you with a credit note your claim will likely fail. If your claim is successful, we reserve the right to appeal the outcome.
As with the section 75 claim this should not be seen as an alternative dispute resolution service as you will need to demonstrate to your card issuing bank that you have attempted to resolve the dispute with us in the first instance. You will also not be able to raise a claim if the date of your service has not yet arrived.
If you have contacted us and have not yet received a response, we would request that you allow us time to respond to your enquiry before raising a chargeback as it is likely we will be able to resolve your dispute amicably. Raising a dispute with your card issuer will delay our response further as we must respond to the notification as well as your existing enquiry, effectively doubling the response time. It also prevents us from issuing refunds to you, if received by the airline in the meantime, as the transaction value is held in dispute while the chargeback remains open. We will not be able to refund you until the chargeback has been closed.

Please note that Travelup now issues all flight bookings using e-tickets (electronic tickets).

E-ticketing is a 'paper-less' way to book flights. Once you've made your booking, it's stored electronically in the airline reservation system. Travelup will send you a confirmation email with your booking reference number, which serves as a receipt for your e-ticket. You will NOT receive a physical 'e-ticket' or paper tickets to present at the airport. We recommend that you take a printout of your confirmation email with you, although many airlines won't ask to see this.

When you check in at the airport, just show airline staff a form of identification along with your booking reference number and they'll issue you with your boarding pass. A booking reference number (also known as a PNR number or a Flight reference number) is a 6-character combination of numbers and letters, eg YG9TY4.

With e-ticketing, some airlines require you to pre-select the form of identification you will present at the airport, during the booking process. If so, you must take this form of ID with you to check-in. However if we don’t ask you to pre-select your form of identification during booking, all you will need is your passport or the credit/debit card you booked with, and your booking reference number.

For more information on how to check in with an e-ticket at the airport, please click here. You can also find out more about how to use online check-in.

If you lose your original e-ticket confirmation email, please contact our call centre on 0856 127 111 as soon as possible and they will re-issue your confirmation. If you are phoning from outside the UK, then please use this number: 0118 956 6464.

Opening Hours:
Mon - Fri: 8am - 8pm
Sat: 9am - 5pm
Sun: 11am - 4pm
email: info@travelup.com

Yes, details can be changed on a booking, however what can be changed, and the costs involved vary depending on what has been booked.

If you wish to amend a booking / order or wish to enquire if a specific change can be made, then please fill in the Contact Us form and submit your change or enquiry. We will then be able to check the booking details and get back to you as soon as possible to advise if the amendment is possible and if it will incur a refund or additional charge, typical amendment fees start from £75 pounds in addition to the charge levied by the supplier, all fees will be advised prior to any amendment occurring.

Unfortunately not all airlines will let you pre-book your flight seats, however if you have specific needs and require certain seating arrangements this can be done directly with the airline. Our reservations team will be able to provide you with a reference number for your airline seat booking.

Lower priced tickets are mostly non-refundable, but in some cases airlines will charge a cancellation fee if you wish to cancel your booking. In addition Travelup will charge an administration fee of £75 per person. For this reason we recommend that you take out adequate travel insurance before booking. All cancellations must be sent in writing to admin@travelup.com or via post.

It is not possible to change your name on an airline ticket. The ticket will have to be cancelled and a new ticket will need to be issued (cancellation penalties will apply). When booking, please review your information carefully and ensure that the name of each passenger is entered correctly. If there is a minor error after you have placed a booking, please use the Contact Us form to alert us of the correct spelling. We will need to contact the airline to request a name change and we cannot guarantee that they will be able to make the change.

Most tickets are non-changeable/non-refundable. If you would like to cancel your booking or have an enquiry please email us by filling in and submitting the Contact Us form. Refunds can take 8-12 weeks if we need to speak with the airline.

All comments or complaints are required to be in writing. To submit a comment or complaint please e-mail us via the Contact Us form this will then get submitted to the correct team and dealt with accordingly.

You may prefer to post your comment or complaint, if so our address is as follows: TravelUp Worldwide Holidays & Flight Centre, 1 Zodiac House, Calleva Park, Aldermaston, West Berkshire RG7 8HN United Kingdom. Email: info@travelup.com Fax: 0118 324 8888 Regarding any complaint, Travelup would like to take this opportunity to apologize for if you are unhappy with any part of your experience. We aim to resolve the complaint within 28 days pending a full investigation, please be aware that during peak seasons this may take a little l

All passengers travelling to the USA under the Visa Waiver Program (VWP) (ie can enter America without a visa) require an Electronic System for Travel Authorization (ESTA). This includes all passengers in transit who are using the VWP to change planes in the USA en-route to another country.

U.S Customs and Border Protection have changed the procedure in applying for an ESTA and real-time approvals are no longer available.

What do I need to do? Obtaining online authorisation (known as an ESTA) can be done online at https://esta.cbp.dhs.gov. Filling in the form should take about 15-20 minutes. International travellers applying for an ESTA for travel to the United States should apply as soon as possible and no less than 72 hours before departure. Note, travellers don't need to have firm travel plans to apply for authorisation but are required to state where they are staying during their trip.

It is the passenger’s responsibility to ensure they have made their application and have the authority to travel beforehand.

What will happen? Once this information has been successfully submitted, it will be run against appropriate law enforcement databases. If granted, ESTA authorisation will be valid for two years (or until the traveller's passport expires) as well as for multiple entries to the USA. For each new visit you must update your ESTA information about your flights and where you will be staying.

The USA Department of Homeland Security will then archive the information for 12 years - allowing it to be retrieved should any law enforcement investigation require it.

All passengers travelling under the VWP who do not have ESTA authorisation will not be permitted entry onto any flight by their carrier. We therefore highly recommend that travellers apply for their ESTA as soon as they've made arrangements for travel to the US.

Other travellers: If you need a visa to enter or transit through the USA, you don't need to apply for an ESTA.