Good afternoon, Mr. Emami.
We’re truly sorry to hear about your experience and appreciate you taking the time to share your concerns.
We understand how upsetting it can be when travel plans are disrupted, and we sincerely apologise for any frustration caused.
At TravelUp, we strive to provide a seamless and supportive experience for all our customers, and it’s unfortunate that your recent interaction did not reflect the standards we aim to uphold.
After carefully reviewing your case, we can confirm that your booking was affected by a flight cancellation initiated by the airline. Our customer service team advised you of the refund amount as communicated by the airline. We understand that you were dissatisfied with this amount, and to support you further, our representative contacted the airline directly on your behalf.
The airline’s response, which we shared with you, clarified that certain taxes and fees included in your ticket were non-refundable. We also provided documentation from the airline to support this explanation. While we understand this outcome is disappointing, we want to assure you that we acted transparently and in accordance with the airline’s policies.
We are genuinely sorry that this situation led to such a negative impression. However, we respectfully disagree with the characterisation of our service as a scam. Our team followed the correct procedures and worked to advocate for you within the limits of what the airline permitted.
We value your feedback and will continue to improve our service and communication. If there’s anything further, we can do to assist or clarify, please don’t hesitate to reach out to us directly.
Kind regards,
TravelUp.
