Customer Support

COVID 19 Restrictions Map

Select your destination to view information on all quarantine measures and international restrictions.

The content provided is a general description of informative nature only and provided by a third party Safeture. Both TravelUp and Safture makes no warranty as to the accuracy, completeness or suitability of the information. Furthermore, Travel Up and Safeture assumes no responsibility for completeness, errors or omissions in the information. This collection of content and content created by Safeture is Safeture AB copyright. Content from UN OCHA, European Union, Wikipedia and Oxford COVID-19 Government Response Tracker is used under the CC-BY and CC-BY-SA license.

COVID-19 FAQs

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.

Why does it take so long to get a refund?

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.

General FAQs

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

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.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 longer.

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.

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.com

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.

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.com

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.

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.

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.

Bookings can be made by phone but may be subject to a surcharge. Payments are taken using a secure encrypted platform. For most transactions you will be sent a link by email which will allow you to process payment efficiently and securely.

New Flight Reservations
   +64 4 488 0420

Mon - Fri 8am - 9pm, Sat 9am - 8pm & Sun 9am - 6pm

info@travelup.com
Flight Customer Services
  0118 955 6400
  0203 771 3074

Mon - Sat 9am - 7pm & Sun 9am - 6pm

admin@travelup.com
New Hotel Reservations
   +64 4 488 0420

Mon - Sun 9am - 10pm

hotels@travelup.com
Hotel Customer Services
   +64 4 488 0420

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 - Sun 8am - 10pm) please contact us on 0118 334 7648. 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 +64 4 488 0420 (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.

COVID 19 Voucher/Refund Request and Status Check

We are here to help. Submit your request for and check the status of your refund or credit note.

Enquiry Forms

To help direct your enquiry to the right department please first select the nature of your enquiry.

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.
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