Steven

Dear Steven,


We are very sorry to hear about the continued frustration and stress you have experienced while waiting for your refund.

We completely understand how concerning it is to be waiting for money that you are expecting back, particularly when you feel that you have not received a response for several weeks. Please accept our sincere apologies for the inconvenience this situation has caused.

At TravelUp, we want our passengers to have a seamless overall experience, and we appreciate that a prolonged refund process can understandably have the opposite effect. We also regret that you have felt that posting reviews was the only way to receive an update.

We would, however, like to clarify that the timeframe for processing a refund is dependent on when the airline releases the funds to us. As clearly explained in our terms and conditions, where a refund is being processed through the airline, we are unable to refund the customer until the airline has first initiated and released the applicable refund to us.

We appreciate that this distinction may be frustrating when you are simply waiting for your money to be returned. However, TravelUp cannot independently issue funds that have not yet been received from the airline. Once the airline releases the refund to us, we can then proceed with the applicable processing on our side.

We are sorry that the overall process has taken longer than you expected and fully understand why you are seeking clarity. We hope this explanation helps clarify why the refund has not yet been completed and why the timing is ultimately dependent on the airline's refund process.

Warm regards,
TravelUp

Hi Steven,

An online booking and payment process in about 5 minutes is a very good thing to hear. Really appreciate you coming back to share it — that kind of quick, clean start makes all the difference. Whenever the next trip comes around, we’d be glad to help again.

Ethan Carter
Feedback Manager

Dear Steven,


We sincerely apologise for the continued frustration and anxiety this refund matter has caused you.

We fully understand why you are disappointed, particularly if you feel that you have already provided the information requested and are now being asked for further documentation.

We appreciate your point regarding the Qatar Airways refund transaction number. If you have already provided this information, we are sorry that you have not received clear confirmation that it has been received and added to your case. We understand how frustrating it is to repeatedly provide information without receiving a clear acknowledgement.

However, we would like to clarify that requesting additional information is not intended to create excuses or unnecessarily delay your refund. Where a refund has been processed or released by the airline, our Accounts/Refunds Team may need to verify the transaction against the booking and confirm that the funds have been received and correctly allocated before they can be released back to the customer. This is particularly important where the refund has been processed through the airline and there are multiple transaction references involved.

We also appreciate that, from your perspective, the refund should simply be issued once the airline has confirmed it. Unfortunately, the process is not always instantaneous, and TravelUp must ensure that the relevant funds and transaction details have been properly reconciled before completing the refund to you.

That said, we completely understand your concern that you have already supplied the Qatar Airways transaction reference and are still being asked for information. If this reference is already with our team, we would not want you to unnecessarily resend the same information repeatedly. The matter should be reviewed against the information already provided and the current status of the refund.

We are genuinely sorry that your experience has left you feeling that you have had to continually chase us for a resolution. We understand your decision to pursue the matter further if you remain dissatisfied, and we respect your right to seek assistance through the appropriate channels.

Our intention is certainly not to cause you further anxiety or inconvenience. We simply want to ensure that the refund is correctly traced, reconciled and issued to you rather than providing an inaccurate timescale or confirmation before the relevant checks have been completed.

We appreciate your continued patience and sincerely regret that the handling of this refund has fallen short of the level of service you expected from TravelUp.

Warm regards,
TravelUp

Dear Steven,


Thank you for providing a further update regarding your refund.

We are sincerely sorry for the continued frustration and disappointment this situation has caused, particularly given the length of time you have been waiting and the repeated attempts you have made to obtain clarification.

At TravelUp, we understand why you are understandably concerned about the whereabouts of your refund. We certainly do not want any passenger to feel that their money is being intentionally withheld.

However, we would like to clarify that if Qatar Airways has confirmed that the refund has already been returned to TravelUp, we need evidence of that transaction in order for us to trace it with our Accounts Team.

You have mentioned that Qatar Airways has provided you with a refund reference number. We would therefore ask you to provide us with either:

Written confirmation from Qatar Airways clearly confirming that the refund has been paid to TravelUp, including the date and amount; or
The refund transaction/reference number issued by Qatar Airways, together with the relevant refund details.

This information is important because simply being advised that a refund has been "processed" does not necessarily confirm that the funds have actually reached TravelUp's account. The transaction/reference information allows our Accounts Team to trace the payment with the airline and identify where the funds currently stand.

If Qatar Airways has indeed released the funds to TravelUp, the transaction details will enable us to investigate this properly rather than continuing to rely on conflicting information between the airline and our records.

We appreciate that you have stated you have already sent the reference to us. If you have it available, we would ask you to resend the written confirmation or refund transaction details so that the matter can be specifically traced and escalated with the airline and our Accounts Team.

We sincerely apologise again for the prolonged delay and frustration. We understand that after waiting since May, you understandably want a definitive answer rather than further explanations. The requested documentation will allow us to investigate the discrepancy between Qatar Airways' position and the information currently available to us.


Kind regards,
TravelUp

Dear Steven,


Thank you for your further update, and please accept our sincere apologies for the continued frustration and inconvenience you have experienced regarding the refund for booking reference 9WW81T.

We completely understand why you are frustrated, particularly as you have already contacted the relevant teams several times and feel that you have not received the response you were expecting. We appreciate that you simply want your money returned and that the length of time involved has understandably caused concern.

We would, however, like to clarify the position regarding your refund. The refund cannot be released by TravelUp until the corresponding funds have been received from the airline. Although the refund may have been requested or authorised, the airline must first return the applicable funds to TravelUp. Once the funds are received from the airline, we will be able to process the refund to you accordingly.

We appreciate your comments suggesting that your money is currently sitting in our account. We would like to reassure you that this is not the case. TravelUp cannot refund funds that have not yet been received from the airline, and we are therefore dependent on the airline completing its refund process and remitting the funds to us.

We understand that you have already contacted us through the email addresses provided, and we are sorry that you feel you have not received adequate communication. We appreciate that repeatedly having to follow up without receiving a clear resolution is extremely frustrating.

At this stage, we are unfortunately unable to provide a confirmed date for the refund being credited to you because this is dependent on when the airline releases the funds to us. As soon as the funds are received, the refund can be processed accordingly.

We sincerely apologise for the inconvenience and frustration caused by the delay and appreciate your patience while we await the funds from the airline.


Warm regards,
TravelUp

Dear Steven,


Thank you for taking the time to update your review.

We are genuinely sorry to hear that you remain dissatisfied with your experience, and we sincerely apologise for the frustration and disappointment this situation has caused.

We completely understand how concerning it is to be waiting for a refund and how frustrating it must be to feel that your emails have not been responded to and that you have experienced difficulty contacting us by telephone. We appreciate how this has affected your confidence in our service, and we regret that your experience has not reflected the standard of customer care we strive to provide.

At TravelUp, we want all of our customers to have a seamless experience throughout their journey, including when a booking is disrupted and a refund is required. Unfortunately, due to the significant disruption experienced across the aviation industry, including the recent unrest in the Middle East, we have received an exceptionally high volume of enquiries, which has resulted in longer response times than we would normally expect. Whilst this provides context, we fully appreciate that it does not lessen the inconvenience you have experienced.

With regard to your refund, we understand that you have been advised by Qatar Airways that the refund has already been processed. If this is the case, we would kindly ask you to obtain and provide written confirmation from the airline clearly stating that the refund has been issued, including the refund amount and the date it was processed. Once this documentation has been received, our team will be able to investigate the matter further with the relevant department and work towards resolving your query as quickly as possible.

We also note your decision to initiate a chargeback. Where a chargeback has been raised, this process is managed in conjunction with the card issuer and the relevant parties. We will continue to cooperate with the process as required and remain committed to resolving your case appropriately.

Once again, we sincerely apologise for the inconvenience and disappointment caused. We appreciate your patience and thank you for bringing your concerns to our attention. We remain committed to assisting you and resolving this matter as promptly as possible.


Kind regards,
TravelUp.

Dear Steven,


Thank you for taking the time to share your feedback.

We are truly sorry to hear about your experience and sincerely apologise for the frustration, inconvenience, and disappointment caused by the delay in your refund.

At TravelUp, we want all of our customers to have a seamless experience, and we completely understand how concerning it is to be waiting for a refund, particularly after your flights were rescheduled and you chose not to accept the changes. We appreciate how upsetting it must have been to experience difficulty contacting us while also waiting for an update.

We have reviewed the information provided in your review and would like to clarify that, while the airline may have authorised your refund and provided you with a refund transaction reference, this does not necessarily mean that the funds have already been received by TravelUp. In many cases, airlines first approve the refund request and create a refund transaction, after which the funds are processed through their own accounting systems before being remitted to the travel agent. We are only able to process refunds to our customers once the funds have been received from the airline.

Unfortunately, the recent unrest in the Middle East has had a significant impact across the travel industry, resulting in widespread schedule changes, cancellations, and an exceptionally high volume of customer enquiries. Despite operating at full capacity, our teams have been handling thousands of enquiries each day, leading to longer waiting times on both our telephone lines and email channels. We fully appreciate that this does not excuse the inconvenience you have experienced, and we sincerely apologise for the delays.

If you have not yet received a response, we kindly ask you to email us at admin@travelup.com, quoting your booking reference along with the refund transaction number provided by Qatar Airways. Our Administration Team will investigate the status of your refund with priority and provide you with an update as soon as possible.

Once again, we sincerely apologise for the delay and for the difficulty you experienced in contacting us. We appreciate your patience and hope to have the opportunity to resolve this matter for you as quickly as possible.


Kind regards,
TravelUp

Hello Steven

Thanks for taking the time to leave us a 4 star review!

We hope to earn that last star from you soon ;-)

Hi Steven,

Thank you for your review.

In cases where the item delivered is not as described, as a measure, the store accepting the return would check the sourcing store to verify the details and post receiving confirmation, an outcome is suggested.

If you would like this to be investigated, kindly write to us via the support page of our website with the subject line 'FAO Imran - Trustpilot 21471268' and I'll be there to assist you.

Regards,
Imran

Hello,

Thank you for taking the time to leave your review, we value and appreciate your comments.

We are always striving to improve and better your shopping experience and we wouldn't be able to do this without your valuable feedback.

Please don't hesitate to contact us should you have any further questions or queries, as we would be more than happy to assist.

Kind regards,

Leah

Hi Steven,

Thank you for reviewing us on Trustpilot and it is good to hear you're happy with the purchased item.

As we deal with second-hand items, the condition of each product and the supplied accessories would vary. Hence, it isn’t possible to provide details of every single item on the website. Our products may show signs of wear such as scuffs, marks, scratches; however, media items are thoroughly inspected before we buy them in to make sure they are fit to be sold further. Also, when it comes to steelbooks, I'm afraid we do not guarantee the data card/J card will be supplied since it is not considered essential.

In case customers are not happy with the product, they can always return it as unwanted - https://tinyurl.com/3a9k27cd.

If you have any queries around this, feel free to contact us through our support page (https://tinyurl.com/mr2w73jz) with “TrustPilot - 19853250” as the subject line and I’ll be happy to help.

Regards,
Louisandra

Hello there

Thanks so much for taking the time to leave us a review, we really do appreciate the feedback and will pass this on to the relevant teams.

We are always striving to improve our services so we really do welcome your comments.

Best Wishes,
Yllka
Customer Care Team
Rarewaves