The survey certainly reflects my experience with TravelUp. I wont be using them again whatever the eventual end result of my current claim, about £1400 for cancelled BA flights (operated by Qatar).

On the other hand, I found ebookers excellent - I had a total of 6 sets of hotel bookings with them, all made on a non-refundable basis - they proactively sent me email links offering a full refund on each of these bookings with just two clicks of the mouse. All money received back on my credit card withing 7 days of my requests.