WheelsUp
Reviews and Complaints

It's disappointing to see such a promising idea being executed poorly. The experience with WheelsUp left a lot to be desired and one can't help but question why such a subpar service is associated with Delta Airlines. From my personal experience, I found WheelsUp to be extremely unreliable when it came to managing booked flight schedules, even when booking in advance, their service feels comparable to a third-world airline experience.
It begs the question, why invest in a product that is failing to deliver on its promises? It's only a matter of time before its stock price reflects the poor performance record. For anyone considering using this service, I strongly advise against it.

As a frequent flyer, I have had the opportunity to try out various private aviation services, including WheelsUp. Unfortunately, my experience with this particular service has been less than satisfactory. In fact, I am shocked that Delta Airlines, a reputed brand, would associate itself with such a poor performer.

Narrowing down to my last four flights with the company, I experienced delays and errors on all of them. Even worse, the customer service provided was unprofessional and downright petulant. It felt like they were doing me a favor by fixing the delays they had caused.

Generally, the options provided were either commercial or multi-hour delays (I even experienced an 8-hour delay once!), or having to drive for two hours to a new airport. This is definitely not the kind of experience you expect from a company that charges a premium for high service events.

As a former early investor in Wheels Up, I can say with confidence that this business model will not last if they continue delivering such dismal service. If you want to experience the best of what private aviation has to offer, I would recommend exploring other options before resorting to WheelsUp.

I recently booked a flight with WheelsUp, looking forward to a smooth and hassle-free travel experience. My flight out to California went smoothly without any issues. However, things took a turn for the worst on my return trip. WheelsUp called me around 9 in the morning on the day of my scheduled return flight, informing me that they had encountered a maintenance issue with the aircraft and offered to either assist me with commercial travel or reschedule my flight.

Frankly, I was quite disappointed with the way this situation was handled by WheelsUp. They offered many excuses, ranging from a busy period due to many new customers to private travel being difficult to manage. However, none of these excuses change the fact that this could have been prevented with proper planning. After all, I planned and prepared for my flights, and it was WheelsUp's responsibility to ensure that operations ran smoothly.

I am deeply concerned about the future of my next WheelsUp flight, which is scheduled in a week's time. Given the recent problems I encountered, I have no confidence that WheelsUp will honor this booking. This situation is particularly frustrating for me, as I had switched to private travel precisely because of the numerous problems I had encountered while flying commercial, such as cancelled flights and overbooking.

It saddens me to see that private travel appears to be heading towards the same level of inconvenience and frustration as commercial travel. It is especially frustrating given the fact that customers have to pay 20 times more for private travel. I hope that WheelsUp takes serious steps to review their operations and improve their customer service, or else they risk losing even more customers in the future.

Our family vacation was going smoothly until we were informed, just 5 hours prior to our flight, that our planned plane was down for a maintenance event. As we were traveling with personal pets and guests, this was a challenging situation to deal with. The scheduling team at Wheels Up couldn't even provide a substitute aircraft, leaving us to fend for ourselves.

It's understandable that there may be unforeseen circumstances that arise in the aviation industry, but the lack of empathy and resourcefulness from the Wheels Up team left us feeling unimportant and abandoned in our time of need. Trying to book a last-minute commercial flight with additional passengers and pets is no easy feat, and we only wished that Wheels Up had taken more initiative to help us out.

It's important to note that flying commercial isn't necessarily out of the question for our family. We have done it before and do not consider ourselves "above" it. However, in situations like these, it becomes incredibly difficult to recover when you've already packed and made arrangements for additional passengers and pets. In light of our experience, we do not plan on renewing our membership with Wheels Up.

Our experience with WheelsUp (wheelsup.com) was nothing short of disappointing. We had high hopes for a luxurious and stress-free private flight, but unfortunately, our journey was plagued with setbacks that left us feeling frustrated and dissatisfied.

Upon arrival, we were shocked to discover that the aircraft had not been properly checked and that one of the tires was "bald" and unable to make the flight safely. While we appreciated the decision to prioritize safety over speed, the subsequent conversations we had with agents from WheelsUp were nothing short of aggravating. These agents seemed more interested in giving us the runaround than in providing us with straightforward answers, which left us feeling increasingly disillusioned.

Ultimately, we were left with no other option than to find our own commercial flights back home, wasting valuable time and money for our group of seven travelers. Not once did we receive an apology from management, and weeks later, we still have yet to hear any meaningful communication from WheelsUp. The lack of response or accountability has left us feeling ignored and disrespected, and we have decided to cancel our account with them.

Our experience with WheelsUp highlights unprofessional business behavior that is unbecoming of a company that claims to offer exceptional private air travel experiences. In addition to failing to follow through on promised upgrades, we also found that there was a general lack of communication and accountability when things went wrong.

While we cannot recommend WheelsUp to other travelers based on our disappointing experience, we hope that this review serves as a cautionary tale to others who might be considering booking a private flight with them. Private air travel should be a luxurious and enjoyable experience, and when things go wrong, customers deserve a level of respect and support that WheelsUp failed to provide in our case.

This company, WheelsUp (wheelsup.com), unfortunately did not meet our expectations and we feel it is necessary to share our experience with others. We have found that the company seems to be highly responsive when it comes to receiving money, but leaves much to be desired in terms of providing quality customer service.

During our two experiences with WheelsUp, we faced a number of issues that were quite frustrating and unacceptable. In our first flight with them, we were delayed for a staggering seven hours at the Dallas airport without any communication up until after our scheduled departure time via email. Needless to say, this lack of communication and punctuality left us feeling quite frustrated.

On our most recent flight, we were informed only 12 hours in advance of our departure time that there was a 50/50 chance of requiring a fuel stop. We were booked months in advance and given no prior indication of this possibility. Despite our attempts to upgrade to a larger plane, we were denied as we were informed it couldn't be changed within 24 hours of our flight. Then, on the day of our flight, we received a call just one hour before informing us that the flight was delayed four hours due to scheduling. This was frustrating given that we had scheduled our trip around the Masters Golf Tournament, which has been scheduled for years in advance.

We have faced multiple other issues with WheelsUp but feel it is pointless to harp on them. Frankly, we cannot recommend this company given our experience, especially when there are so many better options in the private aviation industry. At this price point, we believe they should be held to a higher standard and feel that excuses do not absolve them of the responsibility to be a reliable customer service provider.

When we joined Wheels Up, we had high hopes for the service. The website advertised booking a flight with as little as 48 hours' notice and we were eager to try it out. The added benefit of feeling like a member with a personal liaison only made the offer more appealing. Unfortunately, our excitement quickly turned to disappointment when our flight was cancelled due to an issue with the plane. Despite being assured that another plane would be found, we were still without a flight the next morning, causing us to be an hour and a half past our scheduled take off time. This is not the first time we have had issues with private jet companies, as we had a similar problem with Velocity Jets, but they were at least able to send us a plane with only a one hour delay.

While Wheels Up may have a strong marketing team and assigned liaisons, these perks are ultimately meaningless if they cannot provide the service they promised. This is especially frustrating considering the premium price we paid and the fact that we were traveling with an elderly family member, a recovering patient, and two dogs. Unfortunately, we cannot be rebooked on a commercial flight and are left feeling let down by the Wheels Up experience.

Overall, we would suggest sticking to traditional brokers as the service is no better with private jet companies like Wheels Up, and at least the brokers don't require a membership fee. While our initial experience with Wheels Up's sales team was professional and encouraging, it is ultimately the service that counts and we were sorely disappointed. We will update with any resolution, but for now, the Wheels Up experience has earned a two-star rating from us.

As a frequent private flier for over a decade, I was hugely disappointed by my experiences with WheelsUp. Despite my initial optimism for the company in 2019, their acquisition by Delta led to a string of disappointing trips - and I'm not alone, as many other reviews online suggest similar experiences. In particular, delays and cancelled flights have caused me significant stress, including being stranded in Orlando overnight with no assistance from the company. It's worth noting that I enjoyed a much better service with Delta Private Jets, which I invested in after my unhappy experiences with WheelsUp - but unfortunately when WheelsUp acquired Delta I was forced once again to fly with the poor service levels of this company. There are a myriad of excuses for the poor service, ranging from insufficient pilots to their cheap approach to deploying aircraft. The most disappointing effort in my experience was when they left my wife, four friends, and me stranded with no warning or support after a pilot issue. The company's only response was a brief and underwhelming "sorry" from their Client Services call center; they offered no reimbursement for the commercial flight or hotel rooms we had to arrange ourselves without their assistance. Overall, I would strongly recommend avoiding WheelsUp and looking for other options if you're considering private flight. As someone who has seen a lot of what the industry can offer, their consistently poor service has left me less than impressed.

My experience with WheelsUp has been a frustrating one. Though I signed up for a membership 10 months ago and paid the appropriate fees, my account still hasn't been activated and I can't access it. When I've called to make bookings, I've often been met with voicemail and no returned calls on weekends. I've had to resort to booking through an account representative, who failed to inform me that he wouldn't be available on the weekend of my booking. As a result, I was left with no information about my flight and had to cancel a backup commercial flight that I had booked just in case. It turned out that my private charter was delayed by almost four hours due to a canceled crew, and I only found out after checking out of my hotel. When I tried to confirm the delay, WheelsUp couldn't provide me with any information and seemed uninterested in helping me find out where the plane was. When I asked for confirmation that the flight really was delayed and not canceled, I was told that they didn't have that information and would not be able to find out. In the end, I had to turn to other brokers to find a flight that would work for me. Throughout this process, my account representative went radio silent and showed no interest in helping me resolve the issue. All in all, I would caution anyone against using WheelsUp if efficiency and reliable customer service are important to you.

As someone who has been a private flyer for over two decades and has had experience with multiple jet card providers and jet ownership, I consider myself to be knowledgeable about the industry. Due to the pandemic and the economy, demand for private flying has skyrocketed, leading some companies to stop issuing jet cards to preserve their service quality. Unfortunately, Wheels Up has not followed suit and, as a result, their service has become incredibly poor.

I have flown with Wheels Up three times in the recent past, and on each occasion, I was stranded at the airport despite calling ahead to confirm my flights. The first time, they claimed that they thought my flight was scheduled for hours later, even though I had emailed them my itinerary. Despite promises to call me back, I never received a call and found it impossible to reach a human agent on the phone. On the next occasion, I was told that there was an issue with the plane, but after checking the tail number on flight tracking software, I discovered that it had flown across the country and, due to poor planning, the pilots hadn't repositioned it in time. The third time, just ten minutes before takeoff, I was informed that there were issues yet again, and I was left scrambling to find an alternative flight and driver to take me to another airport over an hour away.

I would estimate that on average, half of the trips I take with Wheels Up experience some sort of issue. While the pilots themselves are excellent, even they complain about the company's poor management. Additionally, I've noticed that many of the good service agents are no longer there, and the ones who remain are stretched thin, making it difficult to get ahold of them on the phone.

Part of the problem is that Wheels Up doesn't use many of its own jets and instead prefers to charter out trips to third-party providers, meaning they have less control over the aircraft and flight experience. As someone who pays a premium for private flying, I expect great service and transparency, and that's just not what I'm getting from Wheels Up. While they may have boasted record revenues of $345 million on their most recent earnings call, their net loss increased by $42 million to over $77 million in losses. To me, this suggests that management is more concerned with boosting revenue than providing quality service to its customers.

Given my recent experiences with Wheels Up, I would strongly advise against using their services. If you're looking for a private charter provider, there are likely far better and more reliable options out there. And, considering Wheels Up's recent poor performance in the best private jet market in history, they may not be around for much longer, anyway.

I had a terrible experience with WheelsUp and I would not recommend anyone to sign up with this company. It has been three whole days and my flight has still not arrived. Needless to say, this is completely unacceptable.

When I was looking for a private jet travel company, I was captivated by the promise of a hassle-free and seamless experience with WheelsUp. Unfortunately, that has not been my experience at all.

Not only has my flight not arrived yet, but the lack of communication on the part of WheelsUp has been incredibly frustrating. It is difficult to plan your travel when you do not have any information or updates on when you're going to be able to take off and arrive at your destination.

I had high hopes for this company, but their lack of reliability has left me feeling extremely disappointed. It is unfortunately true that these kinds of services don't come cheap, and when you're paying top dollar, you expect top-notch service - which is definitely not the case with WheelsUp.

The experience has been so frustrating that I am now considering canceling my membership altogether. Overall, my advice would be to look for other options if you're considering WheelsUp as your go-to jet travel provider. Unfortunately, in my experience, they fall very short of the mark.

When it comes to the sheer convenience of private air travel, WheelsUp seems to have it all figured out. From booking to boarding, everything seems ideal. However, that's not always the case. Unfortunately, WheelsUp has been known to cancel flights booked weeks in advance only hours before takeoff. This can cause major disruption to travel plans and may even leave passengers completely stranded.

Upon contacting their customer service, passengers are informed that the cancellation is due to alleged "maintenance issues," which may or may not be true, and there's really no way to confirm it. It's understandable for any airline company to prioritize the safety of their passengers and aircraft. But, the frequency of these cancellations is what's most concerning. It's highly disruptive, and the last thing anyone wants is for their entire travel itinerary to be upended unexpectedly.

If WheelsUp wants to continue to position themselves as a top-tier private jet operator, they need to address these issues that have left many loyal customers feeling stranded and mistreated. Travelers who turn to private jet services do so for their convenience and reliability. These individuals are often willing to pay top dollar for an efficient and seamless experience. For that amount of money, you would expect nothing less than a reasonable assurance that you're booking a service that will not let you down at the last minute.

In conclusion, while WheelsUp still offers a high level of service and convenience, their tendency to cancel flights often and with little notice is a major concern. Customers are justified in their demand for reliability and transparency. Perhaps it's time for WheelsUp to take a closer look at their internal policies and procedures to ensure that they're delivering on their promise of safe, seamless, and reliable travel.

As someone who values the importance of efficient and safe air travel, it's been a frustrating experience seeing WheelsUp devolve from a premium charter service to a shadow of its former self. Owned by Delta, the airline used to go above and beyond in providing its clients with white-glove service and attention to detail.

However, lately, WheelsUp has begun to act like a regular airline, which is a worrying turn of events. Despite the brand's significant reputation and marketing campaigns, their service has been disappointing, to say the least. Issues with pricing and fees plus the lack of transparency have left many passengers unsatisfied. The service tends to be quite expensive, and the bookings aren't as flexible as one would hope, making it an unwelcome hassle for busy travelers.

It's no surprise, then, that as a customer, I've been actively exploring alternatives to WheelsUp. While safety remains a significant factor in my decision-making process, I want a service that can also offer me excellent value, attentive service, and flexibility at rates that don't break my budget.

After all, with the vast number of competitors providing solid performance in the private charter industry, why limit yourself to an airline that can't deliver the level of service you require? Ultimately, WheelsUp needs to re-evaluate its approach to customer service to keep up with its competitors and meet the needs of its clientele successfully.

As frequent flyers on Delta private jets, we were accustomed to exceptional customer service and prompt communication, which made for stress-free travel experiences. However, after transitioning to WheelsUp, we were deeply disappointed with the level of service we received. Our first flight with them was delayed by several hours with no updates or communication on their part. We were left in the dark and had to keep calling, which added additional stress to what should have been a seamless travel experience. Needless to say, we were highly dissatisfied with this experience, and it's safe to say we will not be using this company in the future. We believe that clear communication and transparency are essential in the private jet industry, and unfortunately, WheelsUp failed to deliver on both of these fronts. We highly recommend looking into other options for your private travels.

The experience with Wheels Up has been frustrating, to say the least. We signed up for their services with high expectations, only to be left disappointed when they failed to deliver as promised. While they were more than happy to take our money upfront, they did not offer any warnings or explanations about why they were unable to fulfill their end of the bargain. It's difficult not to feel deceived and taken advantage of in such a situation.

To make matters worse, when we tried to seek a refund, we were met with roadblocks and an unhelpful customer service team. Their lack of transparency and unwillingness to rectify the situation has left us feeling frustrated and let down.

As customers who believed in Wheels Up and their services, we feel it's only fair to form a class action suit and demand our money back, as well as compensation for our time and effort. We believe that we are not alone in this sentiment and encourage others who have had similar experiences to speak up and join the cause.

Overall, we hope that this review serves as a warning to others who are considering using Wheels Up. While we understand that there can be unforeseen circumstances, the lack of communication and effort to make things right is unacceptable. We urge the company to do better for their customers in the future.

I recently had an experience with WheelsUp that left me feeling incredibly frustrated. While I have nothing but positive things to say about the pilots and the planes themselves, the administrative side of things was an absolute mess!

Firstly, I found it incredibly difficult to get in touch with Operations when trying to book a flight. Calls went unanswered and when I did manage to get through, I was often met with a busy line and no option to leave a message. This made the booking process incredibly stressful and time-consuming.

Furthermore, I was shocked to find out that despite having $100,000 on my account, I didn't have enough funds to book a flight. This left me feeling incredibly frustrated and confused as to how much more I would have to add to my account in order to make a booking.

To make matters worse, I was then locked out of my account for seemingly no reason. I was told that I was "inactive" but had been attempting to book flights just a few days prior. The lack of communication and transparency around this issue was incredibly frustrating.

Finally, I was astounded to have my flight cancelled but still have the pilots show up anyway! This was a complete lack of communication within the company and left me feeling incredibly anxious about future bookings.

Overall, while the pilots and planes themselves were an absolute pleasure to deal with, the administrative side of things left a lot to be desired. I urge WheelsUp to take a closer look at their internal communication procedures and to work on providing clearer communication for their customers.