My complaint:
On March 11th myself and my grandmother were to take a plane to Grenada with British airways and return on April 1st 2020, but gran was unable to make her flight due to her health and was advised by her doctor. I travelled alone.
Then, my flight was cancelled due to COVI-19 Grenada and England were on lockdown, so there were no international flights. Unfortunately, when I rebooked in December 2020 that flight was also cancelled. Upon trying to rebook with British Airways, I was told that since they had already completed the booking, I would need to get back to Travel up for them to complete it. On the 14th of December, I replied back to an email from travel up. They said they had already contacted the airline and if I wanted a refund or voucher, I chose the voucher and never heard back from them. There were no international flights coming to Grenada after England went back on lockdown, and Grenada again went on lockdown. and still no word from Travelup.
Considering the number of phone calls and emails I’ve made to Travel up, I honestly thought it may take me some time to respond. My father called from England and explained what was going on, and I had to get back for my grandmother because she was rapidly deteriorating. Due to my passport expiration, they told me I needed to book a flight before obtaining an emergency document. One of the reasons I wasn’t given my voucher was that I did not show up for my cancelled flight. How can you show up for a cancelled flight? I was told they would contact me back within an hour. One week has passed, no phone call. Apparently, British Airways was contacted. You need to clear the cache for the voucher to work. When it wasn’t working, it kept saying enter lead passenger name; I was the lead passenger on my original ticket. After my dad called Travel up back, they explained that the voucher wasn’t working because there was no flight out of Heathrow. Then my dad called me to tell me my grandma had passed away on the 17th of October 2021 which would have been yesterday. When I called Travel Up myself with the reference, I was told to hold and I was left on hold for 20 minutes. After that, I called back and the agent suggested I use Audrey Jones as my lead passenger, but I am the lead passenger. My grandma died yesterday, so he said it would probably work sometimes, just try it. He told me to take my time before hanging up the phone. After I called back Brian, he said my grandmother was on the flight which was impossible when I booked and paid for the airline tickets for £915.56. He said he would do it manually and I told him my phone would cut out because I spent so much money on Travel up today alone. I also sent an email to Travel up regarding using the voucher with my grandmother’s name, since the agent said this should be entered as the lead name on the voucher. They haven’t changed the name to reflect my name for the flight booked for Monday. The company sent me an email stating that the ticket for Gran had been revoked and that I would need to provide proof of death and a passport. In order to get my refund, my ticket was still open, which I still don’t understand, and I have to email the admin to book my flight. Once again, I am going around and around in circles and I am tired of it. I am so so upset over the fact that these people and the organization prevented me from being with my grandmother. I could have been home by now. I couldn’t even say goodbye, and I don’t even know what will happen next because I’m scared.
Suggested solution:
Travel up made a mistake here, so I want to be fully compensated for this.