Up and Away Travel

Up and Away Travel Inc. presents a complex and multifaceted option for travelers seeking assistance with their journeys. Established in 1984, this firm has operated from its New York City office on West 33rd Street for decades, positioning itself as one of the more enduring travel agency businesses in North America. It functions not just as a direct-to-consumer agency but also as a significant B2B airline consolidator and, crucially, as an official American Express representative office. This dual identity is key to understanding the full spectrum of customer experiences, which range from exceptionally positive to deeply frustrating. For potential clients, navigating this agency requires an understanding of both its considerable strengths and its notable weaknesses.

The Strengths: Deep Industry Expertise and Financial Advantages

One of the most compelling reasons to consider Up and Away Travel is the profound level of experience housed within its team. This is particularly evident in the praise for some of its key personnel. Customer testimonials highlight the work of agents who demonstrate a capacity for handling complex travel arrangements that would overwhelm the average person. A standout figure in this regard is Sonny Chatrath, the company's Director of Sales. Multiple reviews, albeit from several years ago, paint a picture of an agent who provides an exceptional level of service. For instance, one client recounted how Mr. Chatrath skillfully arranged a multi-city flight booking itinerary connected to a cruise, a task involving several international legs. Beyond the booking itself, he reportedly invested significant time and effort to resolve a complicated issue with credit card travel points, making numerous calls on the client's behalf and ultimately succeeding where the client had failed. This demonstrates a commitment to client advocacy that goes far beyond the transactional nature of online booking platforms.

This high level of service is further supported by other clients who describe Mr. Chatrath as reliable, professional, and adept at securing the "absolute best deals." This expertise is rooted in his extensive background, which covers leisure travel, corporate travel services, and airline consolidation. His senior position within the company suggests that this dedication to detailed travel planning services is a core part of the agency's ideal service model. Other agents, like Jordan, have also received high praise for helping to create memorable trips, indicating that this capability for quality service is not isolated to a single individual.

The Airline Consolidator Advantage

The agency's business model as an airline consolidator is another significant benefit. On its company profile, Up and Away Travel claims to offer deeply discounted airfares, sometimes as much as 50% to 70% off the regular published prices. They also state they can provide last-minute discounts that are unavailable directly from airlines. For travelers focused on budget, especially for premium or business class seats, this can translate into substantial savings. This service is a core part of their B2B operations and a primary reason why a large organization like American Express would partner with them. This ability to offer unique travel deals is a powerful differentiator in a crowded market.

A Record of Addressing Issues

Despite some negative feedback regarding communication, Up and Away Travel holds an A+ rating from the Better Business Bureau (BBB). This rating is significant because it is based on how a company responds to and resolves customer complaints filed with the organization. An A+ suggests that the agency takes formal complaints seriously and works to address them to the BBB's satisfaction. This provides a layer of assurance that, should a serious issue arise, there is a track record of the company engaging in a resolution process. However, it is important for consumers to note that the agency is not BBB accredited, which means they have not made the voluntary commitment to adhere to the BBB's broader standards of trust.

Areas of Concern: Communication Gaps and Third-Party Risks

Despite the positives, a clear pattern of concern emerges from more recent customer feedback, primarily centered on post-booking communication and problem resolution. Several reviews describe agents who are friendly and helpful during the initial sales process but become unresponsive, or even rude, when complications arise. One customer's experience with a cancellation highlights this issue. The agent, Kyle, was praised for his help with the initial booking but was reportedly impossible to reach when the client sought a refund that the airline had already processed. It was only after the client posted a negative public review that the agency responded and issued a partial refund. This reactive approach to customer service is a significant red flag, suggesting that clients may need to resort to public pressure to have their issues addressed.

The Pitfalls of a Third-Party Model

The most severe criticism comes from a customer who unknowingly used Up and Away Travel when booking through American Express Travel. This experience sheds light on the potential downsides of the agency's role as a third-party contractor. The client dealt with Terence Mascarenhas, the company's president and owner, who was described as friendly at booking but later became "rude and unapologetic" when his own booking error—an overly short connection time—caused major travel disruptions. Because the trip was booked through a third party, the client was subjected to change fees that other travelers on the same tour, who had booked directly, did not have to pay. This illustrates a critical risk for consumers: booking through an intermediary like this can add a layer of bureaucracy and cost, stripping away the flexibility and direct support offered by the airline.

The fact that this negative experience involved the company's president is particularly concerning, as it raises questions about the customer service culture at the highest level. It underscores the potential for a disconnect between the initial promise of a great deal and the support available when travel plans go awry. For potential customers, this means the significant savings from a consolidator fare must be weighed against the risk of facing a difficult and unresponsive intermediary if any changes or disruptions occur during their international travel.

The Verdict for the Modern Traveler

Choosing Up and Away Travel requires a careful calculation of risk versus reward. On one hand, this is a long-established agency with proven expertise in crafting complex customized travel itineraries and a business model geared toward providing substantial discounts on airfare. For a sophisticated traveler planning a multi-stop journey or seeking a specific deal on cruise bookings or business class flights, the value offered by an experienced agent like the company's Director of Sales could be immense. Their A+ rating with the BBB also provides some confidence in their ability to resolve formal complaints.

On the other hand, the recurring theme of poor post-booking communication and the severe issues reported in their capacity as a third-party provider are serious drawbacks. The convenience of a one-stop shop for vacation packages can quickly be negated by the frustration of being unable to reach an agent during a crisis. The experience seems highly dependent on the specific agent assigned and the complexity of the situation. For travelers booking simple point-to-point flights, the potential savings may not be worth the risk of encountering the communication failures and third-party complications described by other customers. Those who do choose to work with them would be wise to proactively confirm all details, understand the specific terms and conditions regarding changes and cancellations, and maintain clear records of all communications.