Complaints

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I book with travelcation/bismallah tours for a vacation package. I booked a flight to the destination, hotel when I got there, a tour guide, travel from one destination to another. At the second destination a hotel there and fly out from that destination to ********. My first destination was *******************, took the flight there. When I arrived at the hotel there was no room reserved or booked for me. I contacted Bismallah tours. I waited an Hr with no response from them. They respond roughly 5 hours later saying I'm lying to go back to the hotel I told them I had already booked a room at another hotel which was available and cost more but had no choice. Prior to my trip I canceled their tour guide and transportation and they never refunded me the money for those. I got my own transportation privately. When I got to ******, ************ went to check into the hotel they said they booked same issue, they refused a room saying I had no booking. Again I messaged these people on watsapp. I waited an hr and there was no response, I went on the ****** app and booked the cheapest hotel I could get and went there. a few hours later they messaged me saying to go back to the hotel they booked me a room.. I filed a dispute with ***** and sent in these documents and ***** never looked at the documents and closed the case. When I went to the airport for my return flight it was canceled and the airlines next flight out was 4 days away. i booked my own return flight to come home. They stated in the text that they would refund me for the hotels (both), the transportation and tour guide plus whatever the airline refunds them for the canceled flight. I never heard back from them. I would like the refund I'm entitled to which is for everything except the flight to ******. I have receipts where I paid for everything and where ***** screwed me over

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a trip to ***** on business class for ******** airlines with travelcation. My plans changed but travelcation refused to refund my $$$ but I agreed to settle for a credit ( picture attached ). Now they are saying that my credit expires in Feb when the email clearly states it expired in August ****. This is a lot of $$$ and I cannot afford to waste this money as my kids wont have a vacation. I need either the credit extended or full refund issued. Thanks !

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Travelcation charged me twice $998 CAD for the same ticket, booking TCBCA35742 I booked the ticket on ****************** left for 2 months and on my return checked my bank statements and notices on October 3rd, 2023 two charges of $998 CAD on my Mastercard.I called Travelcation, sent them the statements and they agreed that indeed I was charged twice. They did not offer a refund but a voucher. When it came to using this voucher they asked me to pay $550 re-issuing fee, which could be valid in case of cancelation or changing the ticket. Air Transat confirmed that I should not be charged any re-issuing fee. I called about 100 times and was promised a call back. I dealt with ***** and *******. They were avoiding me as much as possible. Soon, my voucher will expire and they will say We are sorry.I am so tired to deal with them. I used to call them at ************** or **************.************************* *********, **

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had to cancel my flight because my dad had covid and I started feeling sick. I did not test positive but the airline allowed me to have a credit in the amount of the flight (about $1050) if I paid a about $282 fee. I paid the about $282 fee and went to use the credit on the last day that I was allowed to use it. I called on that day while I was at work and was assured that if I would call back at any time before midnight I could book the flight. I tried calling again between 9 PM and midnight multiple times. I finally got a reply to my call around 11:50PM but was hung up on (or the line disconnected but it was too much of a coincidence in my opinion since the line dropped at a very convenient time for them). The next day, I was told that in order to use the credit I would have to pay an additional ~$282 fee and I would need to use the credit immediately (it was I think hours that they gave me). They also proposed to book me a flight that was so much more expensive than the one I literally found online the night before, used the same exact airline they wanted to use, and sent pictures of the itinerary.That sounded very unfair to me.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Dear ***/*****,In summer 2022, I purchased plane tickets from ************* for my wife, my daughters aged 11 and 13 and myself for winter vacation to ****. **** seemed like a beautiful place to visit, however, everything changed when a young girl, ********************* was tragically killed by the **** ************ while in custody for inappropriate wearing of the Hijab. This incident sparked widespread protests in ****, with people all over the world supporting the cause. The ******* government responded with violence. They arrested foreigners for using them as leverage against other governments. European, ********, and the ** governments asked their citizens not to travel to ****. Still today, the ** Government Travel Advisory for **** on Travel.State.Gov, is "Do not travel to **** due to the risk of kidnapping and the arbitrary arrest and detention of **** Citizens. Exercise increased caution due to wrong detentions." I contacted ************* to cancel our flight. They presented me with two options: either to change the date with a penalty or to cancel and receive only a partial refund. Despite my insistence on a full refund, they did not provide such an option. Considering the safety of my family, and to follow the US Government Travel order, I received the offered partial refund. I requested **** of America (credit card) but they couldn't help, recently they informed me. I am reaching out to you now hoping you might be able to assist me in recovering the remaining amount of $2,184.80 from *************. The "Woman, life, freedom" movement emerged in **** posed significant risks to our safety, necessitating the cancellation of our trip, and we had to follow the ** government travel order to NOT travel to that country. The ******* government was known to exploit foreign nationals as bargaining chips in their dealings with other nations. *************'s cancellation policy did not account for such a situation.Sincerely Yours,***********************

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We booked a flight with Travelcation booking # TCBUS87945 made on Dec 5th 2022 for travel on May 23rd-May 30th flying to ****,****** from *******, **. We were provided with a confirmation email from Travelcation received the same day to my email but have heard nothing of from the agency since the booking in December. On Tuesday, May 16th evening I happened to check our reservations with *** directly on their website for our trip in six days only to find that our flights had been cancelled and rescheduled. These pre chosen flights did not work for us, for a multitude of reasons. This directly impacts our travel plans of pre existing hotel reservations for previously booked dates, that this close to travel cannot be cancelled and refunded. The new flights were not a viable option for us and imposed a significant amount of financial loss. That being said, we understand a schedule change by the airlines is not controlled by the travel agency, HOWEVER, these flights were cancelled on Feb 22nd, which I confirmed with ***. TO THIS DAY, I have not received an email, phone call, or any attempt of contact from Travelcation NOR *** regarding the change in flights, cancellations, and alternate flight options. It was only by CHANCE that I looked up the flights on the *** website. We are located in *********, ** and we would have shown up at the airport in ******* on the 23rd for a flight that no longer existed. THIS is a tremendous issue and is 100% at the fault of Travelcation. Travelcation NOR *** notified us of these changes. Travelcation is directly responsible and accountable for not providing us with updated information regarding the cancelled flights that was given to them from *** back in FEBRUARY, 3 months prior to our travel time where we could have at least attempted to arrange alternative plans. The financial damages we are inquiring as a result of Travelcation's negligence are in the thousands.

• Initial Complaint

  05/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  1. Travelcation issued two round trip tickets from *********** to *****, *****, leaving *** on 2/24. I paid him $2087.2. The airline then changed schedule so that the connecting flight would be missed. So Travelcation issued two new CONFIRMED tickets, leaving *** the next day on the 2/25 without additional charge.3. When I and my wife went to the airport, we were told we had no booking at all! We then checked with the second airline (second leg) and they told us the same!4. We returned home in the early morning hour of 2/25 and immediately booked two tickets on another airline costing me $3414 for last minute booking..Travelcation has been communicating with me but in a very evasive way not admitting the wrong they did to us, blaming the original airline for rescheduling. I have confronted one Mr *********************** with the main question: Why would you ever issue a CONFIRMED TICKET that you know would bounce ? This is a willful negligence. reading other reviews now, many other travelers had the same experience so this has become a habit with them. *************** has told me many times that the original airline has assured him that they would issue a full refund if I could wait two billing cycles! I can't figure out what the original airline had to do with issuing fake tickets ************ has to be put out of business. Including additional cost of buying two tickets, one wasted Uber fare ($100), one missed a domestic confirmed and paid pair of tickets ($104), Travelcation owes me $3818 (amount to be refunded to me).

  Business response

  05/18/2023

  Hello BBB Team & Customer,

  We understand your frustration regarding the situation. After reviewing the provided information and the history of the reservation, the airline initially offered alternate options for your connecting flight, but you chose to book a fresh reservation with a different company, traveling with ***** Airways.
  
  It also appears that there is a misunderstanding regarding the ticket issuance. Our records indicate that the changes you mentioned were not initiated by ** but rather by the airline itself. According to the reservation history, the airline first provided alternation options with Alaska Airlines and Air *****. However, you were given another option with United Airlines and Air *****. The airline proceeded not to issue new tickets to accommodate the schedule change. Unfortunately, Air ***** had already canceled the flight. Meanwhile, you and your wife arrived at the airport and were informed by both airlines involved that there was no record of your booking. Upon learning about the situation, you took the initiative to book last minute tickets. 
  
  Considering the additional costs you incurred, including the last minute booking and other expenses, it is understandable that you expect compensation. However, the fault lies with the airline, we have already taken the necessary steps to refund you in full for the ticket you issued with us. Attached is the copy of the refund. Regarding the claim that Travelcation issued a confirmed ticket that they we knew would not be valid, we act based on the information provided by the airline. As you mentioned, we have been communicating with you and have already refunded the original airline ticket. The cancellation is beyond our control.

  Customer response

  05/19/2023

   
  Complaint: 20068009
  
  I am rejecting this response because:

  This person has confused the issue.  Regardless of who said what to whom, the bottom line is Travelcation issued the CONFIRMED round trip tickets (attached herewith) which when presented at the airport were found to be fraudulent.  If these tickets were valid, we would not have had to purchase last minute tickets at a much higher cost.  It is absolutely untrue that another airline had offered us tickets at better fare. Show me the proof.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I initially booked and paid a flight with Travelcation and was immediately reached out by the agency to cancel my flight because apparently they had displayed incorrectly that the flight was available. Travelcation reached out to me again to rectify the situation by booking a flight for me. Once they collected the payment I realized that I could not check in to my flight. I later learned that the flight does not exist and I was once again left with a cancelled flight. I was in correspondence with ********************* who informed me that it was not their responsibility to inform me of any updates with my flight. I do believe that this agency is a SCAM. Similar reviews and customer experience with hundreds of customers on many platforms (Trustpilot, BBB, Yelp) prove this. This company should be shut down and investigated thoroughly because of their predatory practice.

  Business response

  05/18/2023

  Hello BBB Team & Customer,

  We sincerely apologize for the inconvenience and frustration you experienced with Travelcation regarding your flight booking. We understand that the entire process has been highly disappointing and has left you with a negative impression of our services. We deeply regret the circumstances and any inconvenience caused.

   After thoroughly reviewing your case, we acknowledge that the initial mistake was on our part. The flight availability was inaccurately displayed, leading to your booking getting cancelled. We take full responsibility for this error and understand your frustration with the situation.

   In an effort to rectify the issue, we reached out to you and offered to honor the original price by booking an alternative flight for you. Unfortunately, the airline canceled the flight days before departure for the following day. Regrettably, we were not informed of this cancellation by the airline, which prevented us from notifying you in a timely manner. This lack of communication on our part was an oversight for which we apologize. Attached is a copy of the flight being cancelled by the airline from there website.

  We understand that this series of events has only served to exacerbate your dissatisfaction with our services. We assure you that we have taken your feedback seriously and have initiated an internal investigation into the matter. We strive to provide reliable and transparent services to our customers, and it is disheartening to learn that we fell short of these expectations in your case.
  

  To resolve this matter and express our commitment to your satisfaction, we have already processed a full refund for the amount you paid, despite the fact that the ticket was utilized. We believe this is the appropriate course of action to compensate for the inconvenience and disappointment you have faced. Attached is a copy of the refund receipt. 
  
  Once again, we extend our sincerest apologies for the inconvenience and frustration you have experienced. We value your feedback, as it helps us improve our services and avoid similar situations in the future. Should you have any further concerns or require any assistance, please do not hesitative to contact us. 
  
  Thank you for bringing this matter to our attention, and we appreciate your understanding.

  Travelcation Team

  Customer response

  05/19/2023

   
  Complaint: 20041354
  
  I am rejecting this response because:

  I would like to know what Travelcation will do moving forward to avoid these scenarios in the future. Also, I have yet to receive the refunded amount. Please send documentation proving it has cleared.
  
  Sincerely,
  
  **********************************

• Initial Complaint

  04/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a flight ticket at 9:05am on Feb. 13, 2023 on Travelcation for the price of $1755.99, including $9.99 for cancellation insurance and $1746 for flight tickets. They sent an email 7 hours later asking me to call back for finishing the reservation. But without the call, they still sent me the confirmation email next day on Feb 14 at around 7am. Later the flight company *** *** charged $1740.77 directly from my card. On Feb 17, I decided to cancel the trip and contacted with Travelcation for cancellation. Travelcation had asked me to pay for a $500 cancellation fee in the form of filling out my payment info and signing papers electrically, which is abnormal. As the whole reservation and cancellation process being so uncommon, I felt quite unsafe, so I had made disputes for both the flight tickets and cancellation. Later on Feb 20, *** *** issued a refund of $1620.77, and on Apr 18, *** *** had a claim reversal which recovered the payment of $1740.77. So I think the *** *** part was resolved.There is a couple places that I felt weird about Travelcation.(1) I had tried to book the same flight on *** officially but it showed the tickets had been sold out. Why I can still book through Travelcation.(2) I was emailed that I need to give a call to finish reservation. But why the reservation process was finished without the call. And as I ticked for the option of $9.99 24-h cancellation insurance, what's the point if the ticked was reserved almost 22 hours after I finished booking on Travelcation?(3) I was not reminded during the whole process of reservation that Travelcation is going to charge $500 just for the service of cancellation excluding cancellation fee. And I do question the legality and intention of the procedure to fill out payment information and signing on electric papers for paying the $500 service fee.

  Business response

  05/02/2023

  Hello BBB Complaint Team,

  As passenger mentioned, booking was made on our website on February 13th, at the time of ticketing the seats were listed as "waitlist" which is why we tried contacting the passenger. Meanwhile the seats opened up and we were able to book her reservation exactly as she requested. As a travel agency we issue tickets for airline tickets, so the merchant of record will be the airline itself, in this case EVA *** which is why she received the charge from them.

  Customer called on February 17 to cancel the booking due to a change of schedule, unfortunately due to the circumstances this is passed the window to cancel without penalty. The **** cancellation insurance on our website clearly mentions the following; Avoid costly cancellation fees and receive a full-refund for up to 24 hours. Which as passenger mentioned she called days after the 24 hour period.

  Passenger did deny the payment, which is why we send the cancellation authorization for this exact reason. Our cancellation policy is on our page along with the cancellation fees, the fees are based on the airline discretion and are on a case by case as fares, airlines, routes, time of cancellation, reason for cancellation all impact this. In this case cancelling after the 24 hours window with no reason comes with a penalty fee.

  We are more than willing to hear out the passenger and find a solution to resolve this issue.

  Thank you,

  Travelcation

• Initial Complaint

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Booked flights through site on January 26th 2023 While confirming itinerary found they had booked flights with one of the passengers names was entered incorrectly. Names should have been ********************************** and *********************** **************** purchased through them showed correct names though. Contacted on March 28th, 2023 They claimed they did not alter names when flights were booked and refused to change name on ticket. continued to tell us they needed permission from air lines. When speaking to both Delta and Air France, we were told from airlines that it was only up to Travelcation to change the name, not the airline. Travelcation then continued to deny this and stated they needed approval from airlines. They continued to run us around coming up with different amounts for a cancellation fee, putting us on hold, transferring us, They refused to communicate with us over email, or work with us over the phone when we were able to get the airlines representatives to talk to them. Would not cancel our trip and continued to tell us we needed to wait 24 hours and talk to someone else. Finally received what we believe is a confirmation for cancellation but that was after approx 4-5 hours on the phone at multiple points today. They continued to change the amount in fees for cancellation we were to pay, and how much our refund would actually be. Contacted credit card company to begin dispute and filing complaint with BBB. We ended up booking the same flight straight through Delta. While traveling, experiencing no delays we continued to get multiple emails and text messages from Travelcation stating there were delays from our flight. If we would have listened to those messages we would have missed our flights as there were no delays.We previously filed complaint but we were unable to respond as we were out of the country and did not have access to documents and email. Would like issue re opened and ability to provide our documents to further our response.

  Business response

  06/03/2024

  We understand the frustration and inconvenience caused by the situation and genuinely sympathize with the customer's experience. This customer made a booking with us on January 26th and our records indicate that the initial confirmation email sent on that day showcases ***** as the first name for both passengers. This email is automatically generated based on the information entered by the customer on our website. This email is attached for your reference.

   

  On January 27th and 31st, we sent another email requesting the customer to confirm the names, emphasizing that changes would not be permitted once tickets were issued. When the customer contacted us on March 28th, to request a name change, we promptly initiated the process. Contrary to the airline's statements, we require their approval to make changes, which unfortunately can be time-consuming.

   

  The same day the name change was requested, the customer also asked to cancel the trip. We processed the cancellation and refund in accordance with the airlines penalties. Attached is the email where the customer agrees to proceed with the refund.

   

  The customer then filed a chargeback with their credit card company, which was resolved in our favor, as we had acted correctly in handling the situation. The BBB complaint was filed due to this outcome. Attached is the Credit Card outcome results and below is the cardholders bank response.

   

  "Properly disclosed terms/conditions. Tickets are subject to airline rules after issued. ** was charged for cancellation fee and CH agreed for partial refund. Services rendered."

   

  Regarding the flight delay notifications, we relay information directly from the airlines and have no control over the accuracy of these updates. We apologize if this caused any confusion during the trip. 

   

  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. ↩