Action to be taken against TravelUp Ltd regarding behaviour & unfair fees

Action to be taken against TravelUp Ltd regarding behaviour & unfair fees

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Ayesha Khan started this petition to Trading Standards / CMA / CAA

The Travel agent - TravelUp Ltd responded to COVID19 with zero customer service or care.
They completely shut down all forms of communication around the 18th March 2020.

Customers were left stranded abroad, not informed of cancelled flights and effectively left completely in the dark with no communication from TravelUp for months.(phone lines re opened around 1st June)

They have attempted to “cash in” on the pandemic by changing their T&Cs without informing customers during the height of the pandemic, adding fees into their cancellation section instead of paying customers the full refunds it stated in the previous T&Cs that the majority of customers booked by. 

They have used many excuses for the fees (not agreed to by customers) including but not limited to; transaction fees, debit/credit card processing fees, to save the company from going out of business and a COVID19 policy fee (which obviously didn’t exist when customers booked)

The behaviour, deception and customer care shown by TravelUp Ltd throughout the pandemic has been appalling and TravelUp Ltd should be held accountable for this. Their business ethics have been noticed by affiliates such as skyscanner and at present they have taken TravelUp Ltd off their travel comparison site. 

TravelUp Ltd to date continue to charge random amounts of fees to customers, in some cases amounting to over 40% of the booking price! Other customers are still fighting to recover refunds from March 2020 (some of these customers also have proof that the airline has already refunded TravelUp Ltd) There has also been many cases of TravelUp Ltd cancelling flights themselves without informing the customers, some of these flights which were still scheduled to fly.

TravelUp Ltd dispute the majority of chargebacks and section 75s made by customers in an attempt to recover their money by producing the new changed T&Cs not agreed to by customers and these have often been electronically signed by staff members at TravelUp Ltd where the customers signature should be, I believe this to be a blatant attempt to fraudulently obtain fees and in effect stop customers to retrieve their money via chargebacks and section 75s. 

There is evidence to suggest that TravelUp Ltd attempt to coerce customers to stop their chargebacks and section 75s by refusing to issue refunds until the customer closes all disputes made. There is also evidence to suggest that TravelUp Ltd attempts to coerce customers into accepting the unfair fees by refusing to refund and withholding money until the customer chooses to accept the fees or a voucher. 

Although, many 100s of individual customers have issued complaints to various agencies and organisations, they are yet to see any action being taken on their behalf. 
We the undersigned ask that action against TravelUp Ltd is finally made and customers can get justice for the unfair treatment, unfair fees and complete lack of customer service they have faced for months. 

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