Complaints

• Initial Complaint

  03/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  We booked a family vacation with Trip Support and have paid some of the funds but now we cannot get a hold of them, their phone numbers and email now say not in service, and we are worried that we may have been scammed.

• Initial Complaint

  04/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First of all lm complaining about this company because of ***** advertising ,it's like they are leading people **** * ****,they don't put enough information on their website about how they do business and l think that their website should be taken down....This company does not clearly state on their website that if you choose to cancel your ticket in the future you will still have to continue paying for it,they don't tell you that information,they don't give you the option to cancel the ticket because they are trying to get money out of you,**** * **** *** * ***** ***** ******* ****** ** ***** **** ** ******* **** ****** **** ******* **** ******* **** *** **** ****.....lt is not right that they will try to make you pay in full if you decide that you would like to cancel the ticket,they should make this clear on their website but it's not written clearly on their website,**** *** **** * ***** and they are making people pay even if they die they don't wanna travel anymore,they don't give you back your money that you paid towards the ticket and they don't give it back to you *** * ******** **** ** ********,they need to be stopped,l have read some bad reviews about them so far but l didn't know...l have worked with a similar company to trip support before and they allowed me to cancel my ticket with no problems,l think it's again the law to make people pay for a service that they end up not using.l want my money back for the ticket that l payed for a ticket that l will not use

  Business response

  10/10/2023

  Good Morning *** *******,
  

  The client Ms. ********, ******** had purchased a non refundable ticket from Trip Support on August 22, 2023 under 'book Now Pay Later' plan under invoice #********. **** ** *** ******* ** *********
  
  All the terms and conditions were agreed and accepted by the client on August 22, 2023 who then paid us an initial non refundable deposit of CA$ 849.83 and Trip Support paid the full value of her ticket to the Airline on her behalf as the ticket was purchased under our 'Book Now Pay Later plan'. The client had to pay the remaining balance of CA$ 1,763.15 on September 21, 2023. On August 24 the the client called to change the travel date from Oct 4 to Oct 25. We checked with the Airline and informed the client that a date change fee of CA$197.00  is levied by the Airline which the client paid for. 
  
  On August 29th, the client informed us that as she has finance problems and her outbound travel date is changed to Oct 25, she can pay the remaining balance on Oct 14.  We told her that our automated system will allow us to do that so long as she pays half of CA$ 1,763.15 by the original scheduled date of September 21. She agreed and said she will pay about CA$ 900.00 by September 21. We rescheduled CA$ 900.00 for Sept 21 and CA$ 863.15 on October 14 (For  her new departure date of October 25). She was happy and thankful that we could accommodate her requests.
  
  On September 30th the client called to inquire about cancellation and we informed her that this is a non refundable ticket as per the Airline rules and regulations. On Oct 3, the client sent email saying that she has decided to cancel this ticket. We informed the client again that as this is a Non refundable ticket, she has to pay the unpaid balance of CA$ 1,763.15 for her Trip Support invoice ********. In addition, a late fee of CA$ 25.00 was also payable.

  Ms. ********, ******** has still not paid us the balance amount of CA$ 1,763.13 for her non refundable ticket purchased by her under her Trip Support invoice ******** under 'Book Now Pay Later plan'.

  We hope that we have explained this matter.

  Thank you,

  Best Regards,

  ****** *******

  President/ CEO

  Trip Support

  
  
  

• Initial Complaint

  06/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted Trip Support before headed to Toronto to apply for my Visa and set up flights to and from Tokyo from Toronto. Paid in full before leaving Canada. Return flight cancelled while in Japan. They tried to contact me on my cellphone which obviously does not work while I am out of the continent. They had lost my payment record. It was explained to me how and I am totally fine with mistakes. I paid for a new flight home that day from Tokyo. When I contacted Trip Support I told them I'd like my money back or a discount. I was told I could sort out a discount when I fly next. They are now offering me 20 CAD off of a flight. That is obviously not nearly enough to cover the entire flight they cancelled on me.

  Business response

  09/03/2023

  The Manager,
  BBB - Canada
  
  The client Mr. ***** ***** had purchased a non refundable ticket ************** from Trip Support Inc. under our 'Book Now Pay Later plan' invoice #******** as attached:

  There was some confusion regarding the payment of the last installment, as we did not have a trace of the payment. We tried to contact the client repeatedly on the phone number given to us but it was unanswered. Based on Company Terms and Conditions that the customer signed and accepted, the company is right to cancel the passenger ticket if the customer doesn't pay the ticket amount in full. However, Trip Support did not cancel his return ticket as a customer service provider. We didn't want the customer to be in trouble when he wanted to come back home. The passenger actually used the return ticket for sectors *********** on 2022-08-31 and 2022-09-01 on his Trip Support invoice ********. Proof of the ticket utilization in full on Trip Support invoice ******** is attached with this email.
  
  As the client expressed interest in buying another air ticket from Trip Support Inc. in 2023, he asked for some discount. We said that, being a repeat customer, we can offer him a rebate of CA$10.
  
  Our Trip Support invoice ******** was paid in full and the ticket issued under this invoice ******** was used in full, there is no refund due to the client. 
  
  Thank you,
  Victor M.
  President/CEO
  Trip Support Inc.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company refuses to refund $500 of $950 paid to date via debit card. "Per terms of agreement". No terms of an agreement should ***** $500 from a customer. On top of keeping $500 the company charges $25 for a "Cancellation Fee." This is pure ***** with the customer suffering economic loss with ZERO product/service in return. The refund is coming "via cheque." Who issues cheques anymore? The funds were taken IMMEDIATELY from a debit card but the Customer is then told "wait 7-10 business days" and expect a cheque. Unacceptable business practices and victimizes the customer. Full refund (OR CREDIT at least) requested.

  Business response

  07/02/2023

  Dear Sir/Madam
  
  The client, Mr. ****** ******* had purchased ticket ************** for sectors *********** on ******* from Trip Support Inc. on December 6, 2022 under 'Book Now Pay Later' plan. The client had agreed to all the terms and conditions of Trip Support Inc invoice # ******** dated 2022-12-06 and had electronically signed and accepted the same.
  
  Under this plan, the client was informed upfront that the full cost of the ticket is paid by Trip Support Inc to the Airline on behalf of the client and the client had agreed to pay the first installment of Trip Support Inc. invoice ******** which is fully non-refundable, as per the underlined clause # 2 of the 'Terms and conditions'  and the balance amount of the ticket in 2 easy instalments of CA$466.59 payable on 2023-01-05 and 2023-02-04. 
  
  In addition to the non refundable first installment of CA$ 509.10 on 2022-12-06, the client had paid the second installment of CA$466.59 on 2023-01-05. On 2023-01-27, the client called our office to cancel the flight. We submitted the ticket for refund to Airline on 2023-01-27 and received a refund of CA$ 441.59 on  2023-01-31. 
  
  As per the agreed terms and conditions by the client, the first installment of CA$ 509.10 was retained by Trip Support Inc. Based on Terms and Condition of Book Now Pay Later and our refund check # **** for CA$ 441.59 was issued in favour of the client, ****** ******* and mailed to him  on 2023-02-01 at his mailing address of ***** ***** *** *******, Ontario, ******.
  
  We hope the above matter has been explained in full by us.
  
  Attached is Trip Support Inc. invoice ******** with the applicable terms and conditions underlined for ease of reference.
  
  Thank you,
  
  Best Regards,
  
  Shaman K.

  Billing Department

  Trip Support Inc. 
  

  Customer response

  07/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:  the business is a ********** money ******** company and the practices of keeping $500 arbitrarily should be reporting the the Consumer Protection Agency or Canadian equivalent thereof.

  Justify to me how keeping $500 dollars is legal and fair to consumers.  NO credit was offered, simply "SORRY ****** ** *** **** **** *** *** *** ** ***". 

  How is this sort of business practice protected by consumer rights in Canada?   ***** *** ***** ******  
  
  Sincerely,
  
  ****** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩