Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I booked a flight through OOJO travel service. The next day, the flight was cancelled by the airline and I requested a refund, since I had no flexibility to fly on a different day.They confirmed that I would get a refund, but now it has been over 3 weeks and I get e-mails that they are still waiting for the airline to refund the ticket. I feel they are just finding excuses and are not planning to refund my money.The flight was booked on 1/8/25 and it was cancelled on 1/9/25.OOJO confirmation number is: SG1BT Ticket number is: *************

  

  Business response

  01/31/2025

  Dear BBB,

  We are offering customer a travel voucher for the full ticket cost. This voucher can be used for future purchases with any airline on any international route, with no fare limitations. Whether you wish to use it for your own travel or transfer it to a family member or friend, the voucher is fully transferable.

  
  Additionally, this voucher is valid for 1 year from the issue date, giving you ample time to plan your future travel arrangements. If youre looking to purchase multiple tickets or need flexibility in your booking, this voucher can be used in a variety of ways to meet your travel needs.

  If the voucher is still not suitable for the customer, then we can process a full refund  back to the original form of payment.

  Thank you

• Initial Complaint

  01/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I chose to use oojo for my flight to ****** in June because of their price drop guarantee, and their $20 promotion for booking now. Never received the $20 as promised, and the flight price dropped over $800 for four round trip tickets. Nowhere during the booking and payment of almost $6,000.00 did it state a time frame of the price drop guarantee otherwise we would have never paid the extra fees for that. I called today and received no help whatsoever for over 20 min on the phone with the representative repeating over and over that there is only a 24 hour price drop guarantee. The airline directly has a 72 courtesy hold- why wouldnt I use them Instead. Im calling my credit card company tomorrow to put a claim in as to false and dissipative information and a very untrustworthy business.

  

  Business response

  01/26/2025

  Esteemed Bureau,
  
  Thank you for bringing this issue to our attention.
  We have verified our records and can confirm that Price Drop Guarantee covers only the first 24 hours from the moment the booking is made. Attached to this response you will find a screenshot with the statement shown to the passenger during check-out. The entire check-out page which was agreed to during the booking process is available for review by the passenger if necessary;
  
  Bank disputes should be used to combat fraudulent transactions. Not circumvent existing policies and Terms & Conditions. In this case, disputing the transaction for 4 tickets fully valid for travel would be a misuse of the service offered by the Bank. We recommend avoiding this course of action, as it holds strict consequences in case the dispute is settled as lost in favor of the Merchant.
  
  Oojo has held it's end of the bargain in issuing tickets for 4 passengers and by providing Price Drop Protection 24 hours from the moment the itinerary was booked. We remain committed to serving our customers within the bounds of our established policies and legal obligations.
  
  Thank you,
  Warm regards
  
   
  
  

• Initial Complaint

  01/25/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please send eticket details

  

  Business response

  01/26/2025

  Dear Esteemed Bureau
  
  Greetings,
  The ticket receipt was successfully sent over the email to the customer. 
  If there is any issue with the provided resolution, we suggest the customer to either reply to this ******************** complaint, or to send an email to ********************************************************* , in order to have the issue further evaluated. 
  
  Thank you. 

• Initial Complaint

  01/24/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a roundtrip ticket from *** to CAN on the Oojo.come website for my brother at 7:50pm on January 15, 2025 (Pacific ******* Time). I called the customer service at ******* (within three and half hours after the booking) to request a cancellation because I found that the final destination is not to CAN but to PFT by ferry instead. I asked about the cancellation policy, was told by ****** the representative whom picked up my call that the ticket is under the one day cancellation policy. She put me on hold a couple of times and then 10 minutes later, she informed me that the ticket can't be voided anymore because it has been passed the one day cancellation policy time period and provided me a 5am time zone on another world that I was not cleared what time zone she was referring to. I asked to talk to her supervisor but she said there's no supervisor there to help me. To cut me off, she insisted to reply me back by email. On the emails, I requested ****** and her team to provide me the time period guidelines and statements for the one day cancelation policy they were referring to but they all responded back with the general cancellation policy without a specific time period and avoided my request for the one day cancellation policy time period.I checked the cancellation policy on the Oojo.com website for the details, but can not find any specific time period in relation to the one day cancellation they all referring to. I googled the reviews about Oojo.com and found that they have been using two same persons to provide the 5 stars review repeatedly tried to fool people. Out of no choice, my brother had to cancel his ticket because he won't know how to get to his destination from PFT instead of the CAN airport. Oojo.com needs to refund the payment in full because obviously they have no solid support or can't provide the guidelines and statements to support the one day cancellation time period that the ticket has been passed the voiding time period.

  

  Business response

  01/28/2025

  Esteemed Bureau,

  Thank you for reaching us. Upon reviewing this case, we have found that Client's reservation was voluntarily exchanged and is currently being used by the passenger TONG/HAWKCHUN. We understand that their initial complaint pertained to the cancellation policy. However, since the ticket is actively being used, we regret to inform you that we are unable to process a refund in this instance.

  Thank you! 

• Initial Complaint

  01/22/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint Against: OoJo (PNR: XBZXN0)I am filing this complaint regarding the mishandling of my travel reservation (PNR: XBZXN0). Despite multiple attempts to address this issue, OoJo has failed to provide a resolution for a timely cancellation or rescheduling request for a ticket under this reservation. On July 13, 2024, I informed OoJo via WhatsAppthe only communication method available to me at the timethat ****** ****, one of the passengers, was ill and unable to take her scheduled flight. This message explicitly requested assistance in either canceling or rescheduling her ticket. Your agent had previously assured me that WhatsApp was an acceptable method of communication for such matters. I provided proof of this communication (a WhatsApp screenshot) to OoJo on **January 14, 2025**, along with numerous follow-ups (22 emails and multiple phone calls). Despite this, OoJo continues to claim no cancellation request was made and refuses to acknowledge the evidence provided. The companys representative, ********, has been unresponsive and dismissive, repeating the claim that no proof exists while ignoring the documentation Ive submitted. This lack of acknowledgment and resolution has caused significant inconvenience, financial loss, and unnecessary stress. I request that OoJo: 1. Acknowledge the WhatsApp communication as valid proof of a timely cancellation request. 2. Process a refund or reschedule the ticket under the "Cancel Due to Any Reason" benefit. I have attached the WhatsApp screenshot and relevant email correspondence as evidence. I urge the BBB to hold OoJo accountable for their lack of communication and customer service. Sincerely, Hail Fallaha Phone: ************ Email: *********************

  

  Business response

  01/23/2025

  Esteemed Bureau,
  
  The customer was previously contacted and determined to be ineligible for a refund based on the terms and conditions of the purchased service. Below are the key points supporting this determination:
  
  Type of Service Purchased:
  The customer opted for the ********************* plan, which does not include the "Cancellation for Any Reason" benefit.
  
  Partially Used Ticket:
  The ticket in question has been partially utilized. The "Cancellation for Any Reason" benefit, even if included, applies strictly to unused tickets.
  
  Cancellation Request Timing:
  No request for cancellation was made before the scheduled departure of the reservation. Had the customer chosen the ************************** plan, which offers the "Cancellation for Any Reason" benefit, the sole requirement for eligibility would have been to submit a cancellation request prior to the scheduled departure. However, as previously mentioned, the ticket was partially used, and the purchased plan does not include the benefit the customer is attempting to claim.
  
  We trust this explanation provides clarity on the matter. Should additional clarification or further details be required, please do not hesitate to reach out to us.

• Initial Complaint

  01/22/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 4th 2024, I booked four tickets with *********** (through the travel agency OOJO) for travel to ***** from June 27th to July 14th, for myself and my family. The tickets totaled $6,000.On June 26th, my wife, was admitted to the hospital due to a medical emergency, making it impossible for us to travel.I promptly informed both *********** and OOJO of the situation, requesting that our tickets not be marked as a "no-show" and inquiring about refund options for medical ************** instructed, I provided a medical certificate and a birth certificate on ********, after my wifes discharge from the hospital.OOJO initially informed me that my wifes ticket would be fully refunded, while the remaining tickets could be rescheduled for a date three months after the medical certificates were approved. The rescheduled flights would need to use the same airline and route.The agency later requested additional documentation, which we provided on October 15th. At that point, *********** stated we could rebook by February 2nd, 2025.Despite searching thoroughly, we found no available flights on the same route during the permitted timeframe. We reached out to request alternative solutions, including:?Booking with a different airline ?Adding a stopover along the route ?Extending the rebooking deadline Unfortunately, we have received no further response from the airline or the agency despite our repeated efforts.We have made every effort to cooperate and find a reasonable solution. However, OOJO has ceased communication, and has not provided any viable alternatives. We now find ourselves with no resolution and significant financial loss. We are also contacting the department of transportation as well as looking at possible legal actions.

  

  Business response

  01/24/2025

  Dear Better Business Bureau,

  Thank you for bringing this issue to our attention.

  Upon reviewing our records, our agency assisted the customer with their request based on medical circumstances. Unfortunately, ***********, the primary carrier for the flight, approved a refund only for the passenger for whom the medical documentation was submitted, leaving the remaining passengers with a credit. The customer chose to retain the credit for future use, intending to make changes at a later date. However, we encountered difficulties as *********** did not provide us with any available flight schedules or contracts for the December, January, and February travel period, when the customer wishes to travel.

  We have contacted the airline again to request a possible refund. However, it is important to note that this decision rests solely with *********** and is not guaranteed. The customer will be informed as soon as the airline provides a resolution on this matter.

  Thank you.

  Customer response

  01/25/2025

   
  Complaint: 22843607
  
  I am rejecting this response because:
  
  Thank you for your response.
  Unfortunately, the answer provided is not acceptable. I have been working with OOJO for over six months and have spent countless hours on this issue, with the expectation of a viable solution. I trusted the company to take a sensible and fair approach, rather than merely following up with ITA. Its clear that both OOJO and ITA have little incentive to do more than the bare minimum and let the tickets expire.
  Im not asking for an exception to policy, but rather a solution where the current policies are inadequate or incomplete.
  At this point, I understand that no further action will be taken. As a result, I have filed a formal complaint against both ITA and OOJO with the **************************** and have also engaged legal representation. This situation has had a significant negative impact on me and my family.
  

  Best regards,
  
  ***** ******

  

  Business response

  02/02/2025

  Dear Better Business Bureau,
  
  Our team is actively helping the Complainant exchange their tickets in accordance with their requested travel schedule.

  If any additional information is needed, please let us know.

  Thank you. 
  

• Initial Complaint

  01/20/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi,I booked a ticket from oojo.com this morning at 8:30am, for a flight from XMN to SFO for 1/25/2025 on ******************** for $1394.95. I got to the confirmation page (attached), and all seems well. When I checked my email this afternoon, I have not received the confirmation email. So I called oojo.com, and the *** is not able to find my reservation. Then when I tried to book it again at the same price, I got a response that there is already a reservation in the system (attached.) As such, I didn't want to book at another travel web site, even though they are offering similar prices, as I was afraid to double book since it seemed that there is a ticket already in process at oojo, and I might get a confirmation email later (within 24 hours per the instruction.) I was on the phone with the oojo *** for more than an hour, as he could not figure out how to help me make the purchase, and then the airline ticket price change to more than $1600. This is all because of the bugs in oojo.com's system, and the inability of their *** to resolve this issue. I would like to request a ticket voucher for $800 to cover the price difference, and the time and stress that I endured while working with the oojo *** and then see the price increased by more than $200.

  

  Business response

  01/22/2025

  Esteemed Bureau,

  Our records indicate that the tickets were issued and sent to customers email within 3 minutes after payment form was submitted.
  There were no delays on our end.

  Currently ticket appears as voided, and full refund was sent back to original form of payment.

  Thank you for bringing this matter to our attention.

• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a return flight from **************** via the travel agency Oojo to travel from *************, ** to *******, **** (Oojo confirmation # ****T; Ticket # *************). The flight would have connections in ********, ****** both outbound and inbound. The return flight was supposed to be on October 21st 2024, but due to the airlines operational reasons, resulted from the war situation in the ***********, the first segment of the flight (from ******* to ********) was cancelled several times, as **************** temporarily halted their operations in ****. With Oojo agents coordination, I was able to confirm the second segment of the flight from ******** to ************* on Nov 2nd. I had to book a separate flight on Nov 1st flying domestic airlines to get out of **** in order to catch the second segment in ********. Upon rescheduling I requested a refund for the cancelled flight segment, because the cancellation was INVOLUNTARILY, but the travel agency denied it. I followed up the case with both Oojo agency and the ****************, but both have been passing me over to each other. This seem to be an UNFAIR BUSINESS PRACTICES. It appeared that due to lack of adequate business knowledge and proper training, the last agent who handled the rescheduling, mistakenly cancelled the entire return flight (two segments), and rebooked it as one-way flight from ******** to *************. This practice was considered by the airline as voluntarily change, rebutting my claim to a refund. However, upon rescheduling, I explicitly requested via email that the agent confirm the second segment while letting the first segment stay cancelled, so I could request a refund for it. I am thereby seeking the BBB support to resolve this situation. The airline obviously failed to deliver its flight commitment, why would I have to pay for un-fulfilled service? The Airline believes the Oojo agency would be deemed to hold responsibility as the ticket was purchased through them.

  

  Business response

  01/17/2025

  Dear Better Business Bureau,

  Thank you for bringing this issue to our attention.
  
  Our records show that **************** canceled the remaining flight segments on the customers itinerary due to the situation in the ***********. With no flights available on ****************' stock from ******* to ********, it became necessary to purchase a new ticket to ********. Unfortunately, when a one-way itinerary with two flight segments is altered to a single-segment journey, the unused coupon is marked as used and no longer holds value.
  
  Given that no alternative options matched the customers schedule or the re-protection options offered by ****************, this was the only viable solution. A refund request for the unused portion was submitted to ****************, but it was denied as the segment was deemed to have no value. Since the refund was not authorized by ****************, we are unable to process it from our side.
  
  We recommend contacting **************** Customer Relations to address these concerns and explore possible compensation for the ticket costs incurred.
  
  Please let us know if you need any additional assistance or information.
  
  Thank you

• Initial Complaint

  01/12/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 one way tickets to **** in early January of 2025. I paid extra for the trip protection on both tickets. 2 days later I tried to move the flight dates for both tickets out by a week. after 2 hours on the phone with people from ***** I gave up. I was told by one rep that I could exchange for ******* extra for one of the flights and that was because I had to upgrade to busines class because there was no economy flights available. This flight was a month away yet, and I told the person he was a liar because I was looking on the oojo website while on the phone and indeed there was flights available for the same flight for many other days a week later even if they could flex the dates a day or 2. The second trip I tried to use the online servive on oojo and was quoted a price for more than my original purchase price. If OOJO wants to make this right they can contact me.

  

  Business response

  01/17/2025

  Esteemed Bureau,

  We have reached out to the client in order to assist with their request.

  Thank you for bringing this matter to our attention.

  Customer response

  01/17/2025

   
  Complaint: 22802524
  
  I am rejecting this response because: my travel plans no longer need change. It is unacceptable for the Oojo representative to tell me there was no economy tickets available and try to make me pay 3000. 00 US to upgrade to business when the Oojo website shows there is still economy tickets available. I would like my travel trip protection fee refunded as an apology. 
  
  Sincerely,
  
  ******* *******

  

  Business response

  01/20/2025

  Esteemed Bureau,
  Our records indicate that only one price quote was sent to customer's email address in the amount of 485 USD, we are unable to locate any quotes remotely close to 3000 USD.
  Unfortunately the ******************* is a non-refundable product,
  If client needs any additional assistance, we encourage them to reply to our emails
  Thank you

  Customer response

  01/21/2025

   
  Complaint: 22802524
  
  I am rejecting this response because: the price the man from ***** gave of ******* was given on the phone for my return trip. Oojo price for the outgoing flight was as they state it was. Oojo automated answering before you are connected claims the phone call will be recorded. Maybe they should listen to the conversation I had on the phone instead of responding here about the second purchase and not the one I am complaining about. They should monitor the people they hire to answer the phone. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  01/10/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company gave me a voucher when one of my flights got cancelled, telling me that it could be used to book a flight later on. When I go to book my flight, the page for the checkout does not have an option for the voucher, when I contact their sales department, the sales agent assigned to me gives me a completely different price from the website, and when I get him to give me a price close to the website, he says that I need to buy their flexibility and protection package, or else my booking will be cancelled, I go ahead and book the flight without the protection package and indeed, my flight gets cancelled. When I ask the sales *** about it, he confirms that the system of using the vouchers is made to make people spend more money on the ticket by contacting their sales department.

  

  Business response

  01/12/2025

  Esteemed Bureau,
  
  We would like to clarify that vouchers can only be applied with the assistance of a sales agent, as our system does not currently support user accounts. When a voucher is created, it is linked to the original purchase and remains tied to that account.
  
  If a customer accesses our site and makes a new purchase after receiving a voucher, the system automatically generates a new account for that transaction. This prevents the original voucher from being applied directly. In essence, each purchase creates a temporary user account. An agent is necessary to use the voucher because they can manually link a new reservation to the account associated with the voucher.
  
  In summary, an agent is required to utilize vouchers, as manual input is necessary to apply the credit. Regarding the price difference, our search engine offers heavily discounted fares, which are not always compatible with existing vouchers. As a result, minor price differences may occur between the fares displayed on our website and the manual quotes provided by our agents.
  
  Hope this helps in addressing the uncertainties in question.
  
  Warm regards,
  Thank you
  

*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. ↩