Customer Support

Just a brief reminder to all passengers not to forget to re-confirm your flights 72 hours prior to your departure from the UK and again prior to your return flight. There has been a spate of small timing changes by some of the airlines, and it is important that you remember to check, as you do not want to miss a flight or find yourself running across the terminal in a panic.

FAQ

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.co.uk

Can I change the details of my booking?

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.co.uk or via post.

The amount due to be refunded will be clearly specified during the cancellation process. Refunds are processed by us within 48 hours but can take 7-10 days to be returned to your account as these are subject to the timescales imposed by the card issuer. Should you need to cancel your booking you can email hotels@travelup.com, please allow up to 24 hours for a response.

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.co.uk
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 longer.

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

What do I need to do?

Travellers have to obtain online authorisation (known as an ESTA) before arriving at the airport. This can be done online at https://esta.cbp.dhs.gov, where filling in the form should take about 15-20 minutes. Authorisation is normally immediate, but can take up to 72 hours. All passengers must have their own ESTA approval - this includes accompanied and unaccompanied children, regardless of age.

Due to the above potential delay in authorisation, the US Department of Homeland Security highly recommends that travellers submit ESTA registrations at least 72 hours before their US-bound flights are scheduled to depart. Note that travellers don't need to have firm travel plans to apply for authorisation.

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 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.

If you purchased your flights with a credit card and the transaction is over £100, then in most cases you will be reimbursed by your card provider. Please check with your bank or financial institution.

Other flights bought on their own (ie not in a package) are not ATOL protected. Please check with your travel insurance company to see whether this will be refunded. You should also check with your travel insurance provider about reimbursement for hotel or car hire bookings you've been unable to use due to airline failure.

Should your Travelup Flight + Hotel booking be affected by an airline going under, please call 0856 127 111

Travelup has launched technology allowing you to fly out with one airline and back with another, which could save you money. For example, a return flight to New York with one airline may cost £300. However, it might be £100 one-way with one airline and £170 with another the other way - saving you £30.

Being able to combine flights from different airlines also gives you more flexibility on flying times.

You will notice one-way combinables coming up in your search results if you do not select the option to fly with a specific airline. There are some considerations involved though, so please bear the following in mind when booking a one-way combinable flight:

One-way combinables are two separate bookings (although you pay for them in one transaction), therefore if one of the flights is cancelled, the other airline has no obligation to refund for the other leg of your journey.

Similarly, if schedule changes on your outbound route mean that you can’t catch your return flight, the second airline has no obligation to provide an alternative flight. One-way combinable flights may therefore not be suitable if you are planning to fly out and return on the same day.

Travelup links into live systems to check the pricing and availability of flights, hotels, rental cars and other travel products for your chosen dates. As this information can change very quickly, we are not able to provide quotes by e-mail. To ensure we are able to guarantee your travel needs, we recommend you search on www.travelup.co.uk or contact our call centre who will be more than happy to help.

Please contact our call centre on 0856 127 111. If you are phoning from outside the UK, then please use this number: 00441189566464.

Opening Hours: Mon - Fri: 8am - 8pm

Sat: 9am - 5pm

Sun: 11am - 4pm

Tel: 0856 127 111

email: info@travelup.co.uk

All flights booked on Travelup are now e-ticketed, with the booking stored electronically. You will not receive paper tickets for any flight bookings, nor will you receive any electronic 'tickets'.

When checking in for your flight, airline staff will use the identification (such as your passport) you present to look up your booking, and will then issue your boarding cards at the check-in desk. We recommend you also take a printout of your Travelup confirmation email which has your booking reference numbers on it (although many airlines will not ask to see this).

To find Travelup's selection of airport parking please click here and for airport lounges click here.

The information below is a guide only, please check the Department for Transport website which will have all of the most recent updates. Make sure you also check with your airline which may have different rules. If you are catching connecting flights, you should be aware of airport restrictions regarding carry-on luggage at other airports during your journey.

Below is a guide to the requirements that will be in place as well as advice to help passengers pass through the security check as quickly as possible.

Passenger requirements Liquids

Some liquids will be allowed once again through airport security check points. There will, however, be restrictions on the quantity of liquids that can be taken through.

Passengers may carry small quantities of liquids, but only within separate containers, each of which with a capacity not greater than 100ml.

These containers must be brought to the airport contained in a single, transparent, re-sealable plastic bag, which itself must not exceed 1 litre in capacity (approximately 20cms x 20cms). The contents of the plastic bag must fit comfortably and the bag sealed. Each passenger may carry only one such bag of liquids.

The bag must be presented for examination at the airport security point.

Liquids that cannot be placed inside the re-sealable bag must be packed into the hold luggage and checked in. Liquids of any amount can still be carried in luggage checked into the aircraft hold.

Remember that 'Liquids' includes:

*All drinks, including water, soup, syrups

*Creams, lotions, oils, perfumes, mascara etc

*Sprays and pressurized containers including shaving foam and spray deodorants

*Pastes, including toothpastes

*Gels, including hair and shower gel

*Any other solutions and items of similar consistency

Medicines

Essential medicines and baby food may be permitted in larger quantities above the 100ml limit, but will be subject to the authentication that is already currently required.

Cabin baggage and size allowed

Each passenger is restricted to carrying only one item (in addition to the re-sealable liquids bag) through the airport search point with a maximum size of 56cm x 45cm x 25cm. The weight of the bag may vary from airline to airline.

Pushchairs, walking aids and wheelchairs are permitted but will be screened.

Laptops / electrical items

Laptops and other large electrical items (e.g. a large hairdryer) will still have to be removed from cabin baggage and screened separately. A laptop bag will be regarded as your one item that is allowed in the cabin.

Outsize items

All items of luggage which do not fit in the permitted cabin baggage size (maximum length 56 cm, width of 45 cm and depth of 25 cm) must be checked in to be placed in the aircraft hold. Musical instruments will, as an exception, be allowed as a second item of cabin baggage, but will need to be screened and passengers should check with their airlines if special arrangements (e.g. purchasing an extra seat) for these large instruments will be required.

Preparing for your journey

Passengers are asked to bear in mind the following advice to help make their passage through the airport as efficient and comfortable as possible:

Before you arrive at the airport

*Limit quantities to what you may need in the cabin for the duration of the flight.

*When possible, put liquids in hold baggage.

*Prepare the re-sealable bag of liquids before arriving at the airport.

*Check any queries you have with your airport or airline before travelling to the airport.

At the security point

Be ready to hand over your re-sealable bag of liquids for screening as you approach the security check point. It will be screened at the same time as your cabin luggage.

All coats and jackets will have to be removed ready to be screened and metal items including wallets will be placed in plastic trays and scanned separately.

If you are carrying a Laptop or any other large electrical item within your cabin luggage then please have it ready for separate screening as you approach the security check.

Duty free / departure lounge purchases may take on board liquid items of any size that are purchased after the security check in the departure lounge (sometimes referred to as 'Airside'). Duty free or similar purchases will be given to you in a special sealed bag. Do not open this bag until you have reached your final destination. You should also retain your proof of purchase throughout your journey. You will be required to show it at all transfer points. Please note: restrictions apply to duty free purchases made on return journeys where passengers change flights at an EU airport.

Returning to or via the UK

Travelling from an airport in the EU, Norway, Iceland or Switzerland: The arrangements outlined above will apply, except that larger cabin bags will be permitted on a transitional basis until April 2007.

Travelling from an airport in any other country

Local arrangements will apply.

Special information for transit passengers

If your journey involves changing flights at any EU airport, special restrictions apply. You may only take duty free purchases through the security check point at your connecting airport if they have been purchased at another EU airport, or on board an aircraft operated by an EU carrier. You will need to show proof of purchase to demonstrate this. Purchases from other airports or on board other airlines may only be carried as hold baggage on the connecting flight.

The member states of the European Union are:

Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, United Kingdom.

If you have a paper ticket for your flight, the baggage allowance will be displayed on the bottom right corner of your ticket. If you have an e-ticket, please check with your airline or view the links below.

Passengers travelling Economy Class are usually permitted a maximum allowance of 20 kg (44 lbs) and passengers travelling Business Class a maximum of 30kg (66 lbs) without extra charge.

These weight restrictions apply to most airlines operating to and from all countries with the exception of the United States and Canada, where passengers may check in two pieces of luggage that do not exceed 158 cm (length + width + height) each.

Most airlines will not accept individual items of baggage weighing over 32kg (70 lbs). The individual bag limit does not affect the total baggage weight allowance set by your airline. Passengers who need to check in items exceeding the 32kg/70 lbs weight limit, such as sporting equipment, should make special arrangements with their airline in advance.

Travelup recommends that all passengers check the weight of their bag before leaving for the airport, as you may be asked to re-pack your bag if it exceeds 32kg.

If you are travelling with two different airlines, or the weight limits differ from one connecting flight to the other, then you will be required to take the lesser amount.

Airline links about baggage allowance

We have included some useful links below. Please note these are direct links to the airlines' websites and Travelup holds no responsibility for any content. Please also check directly with your airline regarding baggage allowances for infants as these vary.

At Travelup we accept the following payment methods: Visa, MasterCard, American Express, Switch/Maestro and Delta. We are able to accept payment cards issued in the UK and American Express and Visa cards issued worldwide. Payments for all products must be made in full unless otherwise stated.

A fee of 2% will be charged if you pay with a credit card. There's no charge for using a debit card.

Verified by Visa is a product offered by Visa in conjunction with the bank that has issued your card. You may have been asked by your bank to enrol in Verified by Visa. If you’re registered to take part in this security scheme, a pop-up will appear during the payment process and you will be asked to enter your password.

If you are not familiar with this product and its benefits, and you would like to speak to someone about Verified by Visa, you must contact the bank that has issued your card and not Travelup, as we, unfortunately will be unable to help.

Please be aware that all our prices are quoted in GBP (Great British Pounds - £ - Sterling). To check GBP against another currency please click the below link to a free web based currency converter.

www.xe.com

If you would rather pay by phone, you can call us on 0856 127 111.

If you are phoning from outside the UK, then please use this number: 00441189566464.

Opening Hours:

Mon - Fri: 8am - 8pm

Sat: 9am - 5pm<

Sun: 11am - 4pm

email: info@travelup.co.uk

The simplest way to make a hotel booking is to perform a hotel search for your chosen destination from our homepage, we have a simple to use clearly labelled booking form and completing a reservation should only take a few minutes. To book over the telephone please can contact one of our sales advisors for help and assistance.

The full range of payment methods we support are listed on our payment screen.

The lead guest booking on travelup needs to be at least 18 years of age, some hotels have higher minimum age requirements, should a higher age restriction apply then this will be specified in the hotel description.

These can vary by room type within each hotel, we WILL always display the exact cancellation policy on the payment page prior to the booking being finalised. The most common cancellation policies are:-

Non-Refundable: These are typically the cheapest available room rates with the strictest conditions, full payment is required at the time of booking and no refund is provided for cancellations.

Flexible: Full payment is still required to reserve the room but the reservation can be cancelled and refunded up to 7 days before arrival.

Pay at Hotel: These rooms can usually be cancelled up until the day before arrival free of charge, a valid payment card is required to secure the room but the actual payment is collected locally by the property. The hotel will collect payment in the local currency so the exact amount charged by the hotel is subject to daily exchange rate fluctuations.

Hotel Specific: In this scenario the hotel will provide a cancellation policy for the room being viewed in real time, in most cases this will mean that any cancellation after booking will incur a penalty charge levied as a fixed amount or as a percentage of the total price.

Our total price is for the full duration of your stay and includes the cost of the room plus any applicable meals. Full details of any locally payable tourist taxes or hotel in resort fees for services will be provided in a price breakdown throughout the booking process.

The prices displayed on our website are calculated in real time for a specific search, we make live availability requests to several specialist providers and prices can fluctuate mainly due to suppliers updating currency exchange rates and changing room availability.

We can only collect for the tax we are authorised to receive so when a local authority imposes a tourist tax in a local currency that needs to be collected by the hotel we are unable to include this in our selling price. We will always endeavour to provide a breakdown of the taxes that are applicable to your stay so that you are fully aware of the total cost you will incur.

We will always show prices and availability for each room based on the room occupancy and the child ages specified in your hotel search. If you require a cot instead of a full size bed then any information about the availability of cots is usually contained in the hotel description. If you require advice prior to booking a room then please call one of our expert sales advisors.

We offer a variety of catering options and the meal plan is shown next to each room price, the most common meal types we publish are:-

Room Only = No meals provided

Self-Catering = No meals are included but the room will have a kitchen section with some cooking and food storage facilities

Bed and Breakfast = Breakfast is included in the room price

Half Board = Room price includes both breakfast and an evening meal

Full Board = Room price includes breakfast, lunch and an evening meal

All-Inclusive = The room prices includes all meals and drinks, the exact details on the type of beverages included and the restaurant opening times will be shown in the hotel description.

We use recognised and trusted licensed software to encrypt and protect your card details from being visible to any third parties. We also support PayPal payments where PayPal process the payment on your behalf without sharing any of your personal card data.

3-D Secure is an additional security check for online credit and debit card payments. The intention behind the system is that it can help to reduce fraudulent use of stolen card details. If 3-D Secure applies to your booking then you will asked to complete the required security steps to complete your booking.

We will normally provide a downloadable accommodation voucher on your confirmation page. In the unlikely event that the hotel provider doesn’t give us instant confirmation then we will provide an email –confirmation. In the majority of cases your booking is confirmed within seconds of payment being taken. In some rare cases where we need to contact the hotel supplier to manually confirm the room it may take up to 12 hours to confirm your reservation.

Please ensure that Adobe Reader is installed on your computer, if you require your voucher to be provided in a different format then please contact our Customer Service team.

No, your booking is always confirmed by us on your behalf with the accommodation provider.

If you have received an accommodation voucher from us then your booking has been confirmed, some hotel chains hold booking information in a central system and then pass the guest names to the individual hotel a few days before arrival. If the hotel is not recognising your booking at the time you call then please contact our customer service team so that we can act on your behalf.

New Flight Reservations
  0118 956 6464

Mon - Sun 8am - 10pm

info@travelup.co.uk
Flight Customer Services
  0871 250 2510

Mon - Fri 9am - 9pm & Sat 10am - 4pm & Sun - Closed

admin@travelup.co.uk
New Hotel Reservations
  0118 970 7473

Mon - Sun 9am - 10pm

hotels@travelup.com
Hotel Customer Services
  0118 970 7473

Mon - Sun 9am - 10pm

hotels@travelup.com

If you have made a Flight Only booking and need emergency support outside of our office hours (Mon - Fri 9am - 9pm, Sat 10am - 4pm) please contact Sam on 07931447845 or Ken on 07506717565. Please only use this number in an emergency. If you are waiting for tickets and are not due to fly in the next 24 hours please contact our call centre on 0871 250 2510 (Calls to this number cost 10p per minute plus network extras).

New Bookings, general enquires may not be dealt with on this number. Thank you for your understanding.

If you have made a Hotel Only booking and need support please contact the team on 0118 970 7473 (Mon - Sun 9am - 10pm) Outside of these times please email hotels@travelup.com and a member of the team will contact you directly. Please do not use the Flight Only support numbers as the flight team will be unable to assist you.