Complaints

• Initial Complaint

  02/01/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We contacted Sunbird travel to help us book a flight home on April of this year. April 21, 2024 we agreed on the amount of CAD ***** for 2 person but was charged CAD ******** on our credit card (CAD***** from ********** Airline, CAD******** from *** ***). Called the agent who handled our transaction and agreed to refund the excess amount of CAD ********. We received the amount of CAD ***** on May 27, 2024, CAD *** on June 15, 2024. CAD ****** remains from the excess charge. We learned that our flight was not booked despite having a itinerary mailed to us. So on the first week of September, 2024 we called the agent of Sunbird Travel to cancel and ask for a refund. Agent agreed to refund the amount of CAD *****(ticket price for 2 person) + CAD ******(remaining from excess charge) for the total of CAD *******. The agent said that the refund will take about 3 weeks to process. A month had past but no refund. Contacted the agent but assured us that the refund had been processed. No refund until now. ***** ************ ** ******** ********* * **** *** **** * *** ** ***********. Thank you.

• Initial Complaint

  18/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased these plane tickets at Sunbird Travel, 6248 Rochdale Blvd, Regina, SK S4X 4K8, and for no given reason, they did not give me a receipt, then I noticed I got TWO seperate charges, both for $******* each. I have waited one month and they have not adjusted my payment... I still do not have an official receipt as well, just a "receipt" I received through text messaging. * ****** **** ** **** ******* ** *** *** **** *********** but I have NEVER received a printed or emailed copy, so I do not even own a PDF copy of the receipt, just something I received through a literal text message. I do not want an entire refund, I just want the difference... AIR FARE:CAD     *******                           TAXES AND AIRLINE IMPOSED FEES:         ******                                            INVOICE TOTAL:CAD     *******  The total that the "receipt" has is $*******, but my **** has been charged twice for ******* each charge. Unbelievable.

• Initial Complaint

  19/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Good evening, My name is ****** *** *******. Back in september, I went to sunbird travel to book 6 tickets for my family. It was a surprise for my dads 50th birthday, my brothers and I had chipped in for the tickets and had to let go of their jobs for this vacation. It was my first time booking internationally and I wanted to avoid making mistakes doing it myself which is why i went to this travel agency my mom referred me to since she has been flying with them for more than 10 years. I spoke with one of their representatives, ****, over the phone and discussed dates and prices as well as the names plus birthdays of the passengers that she told me to send through email. After some time, I came by their office to pay for the 6 tickets. I paid for it and left with the printed itenary. I was in and out of there 20 minutes and was surprised at how easy it was. i was also surprised that they did not verify the owner of the credit card I had used since it did not match any names of the passenger. The owner of the credit card is my uncle and was not present during this time. This is a sign of carelessness with this representative. There was a schedule change in march which they also sent me an email for it. Our flight was supposed to be May 14 (2 days ago). We checked in online the night prior through etravel. Once we got to the airport, checking in 3 hours early, *** ****** scanned our passports and refused to let us check in since our names on the passports did not match with our tickets. **** failed to mention or follow protocol to check any form of identification or match the names on the passports. I trusted their service to be able to do things properly. The four passengers full names are ****** *** ******* ***** **** ******* ***** ******* **** ****** ******** ******* but since i was not aware of the legalities like they do, I had written ****** ******* **** ******* ***** **** ****** ******* I have only ever booked domestic flights and my name was okay then. While we were at the airport, we spoke to *** ****** and they let us know to immediately talk to our travel agency to either change the names or issue us a new ticket. This day was on a sunday and their office was closed. My mother got a hold of **** and she did not care about us at all. She told the *** ****** crew to just let us go through but they refused since they have their protocol. They also kept insisting that the names were correct and that it was just ****’s that was a mistake and even advised my mother to leave him behind. We all ended up missing our flight and sun bird told us to meet with them the next morning (15th). We went there and stayed for 5 hours going in circles since they blamed us and that it’s our responsibility to provide the correct names . The purpose of the emails were for the itenary update. In my eyes as a first time client, I would see that I did provide the correct names but since they failed to mention that it had to match or provide full names, or even checked IDs of the passengers, it was not. **** should have known that this is an international flight and the rules and regulations that comes with it. She did not follow proper procedure. By going to a travel agency, I trusted that this would be a smooth plan but by placing the responsibility on the client and assuming that everyone should know better, I should have just booked with *** ****** directly since they would required passports. They refused to help or issue us a new ticket even though there is an internal agreement between the travel agency and airlines that if clients book through a third party, the travel agency is liable. We have talked to many of our family members and peers and they let us know that they never asked to check anything. Once we told them, everyone double checked their tickets and they noticed that theirs didn’t match as well because they didn’t know about the policy which seems like all their clients don’t. If they would have mentioned this policy to me or at least had guided or explained thoroughly or even double checked and at least asked for full names, this problem would not have occurred. This treatment is unfair and unethical. We have spoken to *** ****** many times and they even advised them to issue us new tickets and they still refuse.We don’t know what else to do.

*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. ↩