TravelUp
#91
Join Date: Mar 2014
Location: Leicestershire, UK
Programs: BA Silver, Marriott Bonvoy Titanium Elite & Lifetime Gold, Heathrow Rewards Premium, Tesco Clubcard
Posts: 656
I just got this on an email from Amex:
I also attached the T&Cs from March and a cover note explaining TravelUp may respond with copies of their T&Cs but to take the March ones into consideration since that is what I signed up to (thanks again to joequimby for providing this).
So hopefully TravelUp won't respond as I already had the T&Cs part covered, but let's see.... For now Amex have credited the amount back to me and closed the dispute.
Thank you for sending the requested documents. We have now forwarded the documents to the Merchant for more details and as we previously ensured you were not liable to pay this amount while we investigated, we will now credit the amount and you will see this on your upcoming statement. If the Merchant provides information supporting the transaction, we may rebill your account. If this happens, we will update you.
So hopefully TravelUp won't respond as I already had the T&Cs part covered, but let's see.... For now Amex have credited the amount back to me and closed the dispute.
#92
Join Date: Oct 2019
Posts: 4
Please can anyone provide me with the original Term and Condition of travelup before they changed it as well.
I am trying to fight this case with amex dispute.
I am receiving the same letter from AMEX but do not have the original T&C to back my dispute.
I am trying to fight this case with amex dispute.
I just got this on an email from Amex:
I also attached the T&Cs from March and a cover note explaining TravelUp may respond with copies of their T&Cs but to take the March ones into consideration since that is what I signed up to (thanks again to joequimby for providing this).
So hopefully TravelUp won't respond as I already had the T&Cs part covered, but let's see.... For now Amex have credited the amount back to me and closed the dispute.
I also attached the T&Cs from March and a cover note explaining TravelUp may respond with copies of their T&Cs but to take the March ones into consideration since that is what I signed up to (thanks again to joequimby for providing this).
So hopefully TravelUp won't respond as I already had the T&Cs part covered, but let's see.... For now Amex have credited the amount back to me and closed the dispute.
Last edited by Prospero; May 3, 2020 at 6:34 am Reason: Merge consecutive posts; remove personal information
#93
Join Date: Jul 2010
Location: London, UK
Programs: BA Gold, UA Nobody, Hilton Gold
Posts: 2,372
The T&Cs provided to Amex (and included in my letter) are their revised ones and not what I (and probably many others) signed up for.
Have tried to re-open the dispute online but it says to call us, so on hold now....
I'm quite peeved now. Changing the T&Cs is reprehensible behaviour and I certainly will be devoting my efforts to fight this.
I urge anyone that booked with these clowns to not back down.
Have tried to re-open the dispute online but it says to call us, so on hold now....
I'm quite peeved now. Changing the T&Cs is reprehensible behaviour and I certainly will be devoting my efforts to fight this.
I urge anyone that booked with these clowns to not back down.
#94
I guess most received an email from the CEO of TravelUp - Ali Shah - recently. Was interesting to read the following from the email
"For all other existing bookings which are affected due to Covid-19 there is a contribution of £50 per booking that covers the service you have already received and continue to receive in accordance with market practice however this fee is waived off should you decide to accept a credit note of your full booking value to exchange against your future travel arrangements."
So I guess he wants us to contribute to the service that we received....
Cheers!...
"For all other existing bookings which are affected due to Covid-19 there is a contribution of £50 per booking that covers the service you have already received and continue to receive in accordance with market practice however this fee is waived off should you decide to accept a credit note of your full booking value to exchange against your future travel arrangements."
So I guess he wants us to contribute to the service that we received....
Cheers!...
#96
Join Date: Dec 2016
Programs: QF, BA
Posts: 102
I've replied to Amex showing the original T&Cs that I agreed to which doesn't reference an admin fee. Let's see what Amex says.
#97
Join Date: Sep 2014
Posts: 55
I've got a chargeback pending (and has been pending for about 7 working days) with HSBC for TravelUp flights that have been cancelled - does anyone know timescales for when it will be credited to my account? (I expect TravelUp to dispute it and I have evidence against them, but I still haven't had the first credit yet).
#98
Join Date: May 2020
Posts: 3
Hi Joe, I would REALLY love a copy of those T&Cs!! I'm in a similar position to you, booked mid-Fed. Suspected I was under the old T&Cs but couldn't prove it.Also have an open chargeback with Amex which I'm expecting TU to fight. They appear to be using all their manpower to fight chargebacks as opposed to simply refunding customers. I really appreciate the help you can offer, it's a big missing piece of my puzzle as they refused to offer me a refund. Also for anyone interested there is a facebook group solely dedicated to cancelled flights through TU. I can't post the link for some reason but just search facebook for TravelUp COVID Response. There are share files that might help with individual cases and links to other various attempts to put pressure on this company to refund us.
#99
Join Date: Nov 2008
Location: Cambridge, UK
Programs: Mucci, BA GGL/CCR
Posts: 761
I'm not a lawyer but there are several lawyers on this forum so a question for anyone more qualified than me who might see this. I'd be very interested to know the legal position when a company tries to retrospectively alter their T&Cs; surely the T&Cs that were in force when the booking was made remain valid?
#100
Join Date: Sep 2012
Posts: 2,566
I've got a chargeback pending (and has been pending for about 7 working days) with HSBC for TravelUp flights that have been cancelled - does anyone know timescales for when it will be credited to my account? (I expect TravelUp to dispute it and I have evidence against them, but I still haven't had the first credit yet).
It was via gotogate and they've disputed it (and seem to be right to now I've read further) so does appear these companies are managing to staff their dispute department better than their call centre
#101
Join Date: Nov 2017
Posts: 3,059
I'm not a lawyer but there are several lawyers on this forum so a question for anyone more qualified than me who might see this. I'd be very interested to know the legal position when a company tries to retrospectively alter their T&Cs; surely the T&Cs that were in force when the booking was made remain valid?
However, unless you took a copy of the T&C when you booked, it’s your word against theirs.
#102
FlyerTalk Evangelist
Join Date: Sep 2003
Programs: BA Silver, EY Gold, HH Diamond, IHG Plat
Posts: 12,200
Filed chargeback and got my money back within a few days! Although mine was from a cancelled flight before the covid cancellations and I was just due the taxes back on a few business tickets so still around £800. Wouldn't book with Travelup or any OTA for that matter in the future. Just not worth the stress. They could have refunded me in Feb as per their commitment.
#103
Join Date: Nov 2017
Posts: 221
Apparently there is another clause under section 7 saying they will deduct cost from cancelled flights, which is of course contradict to what says for the same matter under section 17. As an non expert in laws I’m not clear which clause to follow for situations like this, any thoughts?
Last edited by Still; May 7, 2020 at 12:32 pm
#104
Join Date: Nov 2009
Location: Dorset
Programs: BAEC Blue, VS Red, IHG Platinum
Posts: 594
Reading this, they always talk about the refund they receive from the carrier, not the price you paid.
If you (eg only) buy a £1000 ticket, they may only send £900 to the airline as the rest is their commission or a discounted net fare. If the airline issues a full refund then the TA will get £900 back from the airline which they 100% pass on to you. Some tickets will have an obvious service fee and others have that built into the price.
If you (eg only) buy a £1000 ticket, they may only send £900 to the airline as the rest is their commission or a discounted net fare. If the airline issues a full refund then the TA will get £900 back from the airline which they 100% pass on to you. Some tickets will have an obvious service fee and others have that built into the price.
#105
Join Date: May 2020
Posts: 3
Reading this, they always talk about the refund they receive from the carrier, not the price you paid.
If you (eg only) buy a £1000 ticket, they may only send £900 to the airline as the rest is their commission or a discounted net fare. If the airline issues a full refund then the TA will get £900 back from the airline which they 100% pass on to you. Some tickets will have an obvious service fee and others have that built into the price.
If you (eg only) buy a £1000 ticket, they may only send £900 to the airline as the rest is their commission or a discounted net fare. If the airline issues a full refund then the TA will get £900 back from the airline which they 100% pass on to you. Some tickets will have an obvious service fee and others have that built into the price.
But it does state FULL REFUND.