Complaints

• Initial Complaint

  09/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased airline tickets through Travelcation. They provided me with a confirmation code and email. However, soon after receiving the confirmation email I also received a follow up email stating We made several attempts to reach you but were unable to do so. Kindly call us back on1-855-842-1877 to complete your reservations. I had not and have not received any calls since placing the order. I called the number but it keeps me on hold for a few minutes before transferring me to voice mail. Sounds like fraud to me. I have never had an experience like this processing flight arrangements before and the whole experience leads me to believe this site is simply phishing for bank card information. I have since read reviews online sharing similar experiences.

  Business response

  05/29/2024

  We sent a confirmation code stating your booking was under processing and that your e-ticket would be emailed soon. Given that the cardholder's details did not match the traveler's name, we needed to verify the information for security purposes. We did attempt to reach you via phone, as well as we sent an email but we did not receive any response. Since this booking was made on a Saturday, it remained pending until Monday at 4 pm, at which point it was canceled due to lack of communication. We understand your frustration with the hold times when you called but we did send an email for verification. It is unfortunate that despite our attempts, we did not receive a reply from you. We regret any inconvenience you have experienced with our service, but please note that our intention is to ensure the security of both parties involved. The accusation of phishing for bank card information is unfounded and we take such claims very seriously. 

   

  Thank you,

  ****************************;

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 27, 2022 I purchased an airline ticket through Travelcation. The Travelcation booking ID for this transaction is: TCBUS55411. (This travel is planned for November 2022.) The price at purchase was 949$. My card was charged ******. I asked for the difference to be refunded and they did agree to do that. However, they would not refund the amount to my card and instead are requesting my bank account info to process the refund. I am extremely hesitant to give this company more of my financial information since they seem to be a dishonest company. Their emails back and forth to me were also contradicting. At one time they said they would refund the amount to my card, then later said they could only refund to a bank account. I asked for clarification on why they could not refund the card and have not received a response as of 9/9/22.I can forward the email chain if you can provide an email address. (I attempted to turn into a pdf but my computer skills are not that good.)Thank you

  Business response

  05/30/2024

  We sincerely apologize for the inconvenience caused by the overcharge on your airline ticket. The extra $44.57 was due to a technical issue, and we deeply regret any frustration this has caused. 
   
  Unfortunately, as the airline is the merchant of record, we are unable to process a partial refund directly to the credit card. To resolve this, we have sent you a check for $44.57. We acknowledge that we should have honored your preference for a check initially, and we regret this oversight. 
   
  Thank you for your understanding,
  *****************************
   

• Initial Complaint

  09/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a flight for the 13th, through travelcation. The underlying airline cancelled the flight and rebooked me for a completely different day. I'm seeking a full refund and have not been able to get one. I'm attaching the original book day, the rescheduled book day, as well as my written request for a refund

  Business response

  05/30/2024

   
  We sincerely apologize for the inconvenience caused by the cancellation of your flight. We understand how frustrating it can be to have your travel plans disrupted. 
   
  The airline, Air Transat, canceled your flight on the 13th and rebooked you for a different day. The airline canceling the flight is above and beyond our control, as they offered the flight and then they canceled it. 
   
  Upon your request for a full refund on August 29th, we promptly initiated the process and secured a waiver from the airline to ensure you received your refund that same week.
   
  Attached are the screenshots of the refund and the email we sent to the customer that same week, confirming the refund was completed.
  
  Thank you,
  *****************************

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  company withdrew 50$ more then the written offer. that s a felony as they withdrew without my consent. they always say the refund but never did. they also booked me an overseas flight that did not include luggage. i had to pay 210$. company seems to be a scam company and depending on the outcome i will contact the attorney general of my state. refund 260$$ is necessary

  Business response

  05/29/2024

  We sincerely apologize for the inconvenience caused by the overcharge. The extra $59.14 was due to a technical issue. We owe you this amount and deeply regret the inconvenience. Unfortunately, because the airline is the merchant of record, we are unable to process a partial refund directly to the credit card. We have sent you a check for $59.14 to resolve this matter. 
   
  Regarding the luggage fee, the luggage included in your flight was clearly mentioned on your reservation confirmation which has been attached.  Any additional baggage fees that are charged by the airline are beyond our control. We cannot be responsible for other travel-related expenses.
   
  Thank you,
  *****************************

  Customer response

  05/30/2024

   
  Complaint: 17584522
  
  I am rejecting this response because:2 years seriously? You sent a similar response that you sent out a check over a year ago and I still havent t gotten one. Good that this reminded me so I can file suit in conciliation court. You are nothing else but scammers
  
  Sincerely,
  
  *******************

  Business response

  06/05/2024

  We can confirm that a check was sent and it was cashed on June 3rd for $59.14.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello,I purchased a ticket through Travelaction for $1,185.10 for a flight from *********** ********* to ************ ******** I flew from *********** ********* to ************ ***** ******** on May 29th 2022 . The 1st leg of my flight was on, ************** from *********** ********* to ******* **********. Once in *******, I tried to check in to my flight from ******* to ****, a ticket specialist told me the ticket was not valid as there was a 27 hour stop over and that is not allowed, and I was forced to purchase a new ticket which I did for $1,028.95. Travelaction set this flight up and should have known if this was a layover price or a stopover price. I called ************* customer service and was told I had to request a refund through the ************** Travelacation. I called Travelacation and was told there would be no refund as ************* told them I am not due a refund. I would like a refund of $1,028.95.

  Business response

  06/21/2022

  Hello Team,

   

  I would like to inform you that passenger, booked the ticket online with this stop-over and he also acknowledged the email says "sounds good". When passenger missed the last leg of the flight he didn't called us he bought the new ticket from the airline.

  Qatar Airways is not refunding anything back because partial cancellation is always non-refundable and in this case most the taxes and fare is already used.

  Still, I had advised passenger that I can compensate him $200 but he denied to accept anything and wanted us to compensate the total ticket cost which is non possible.

  Please find the attached document.

   

  Thanks & Regards,

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

  Customer response

  06/22/2022

  Hello, I will accept a partial refund of $200.00. This amount was not offered to me before I filed this complaint.
  

   

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a flight ticket through them and was stranded in ****** and couldnt return home. I had to buy another ticket to come back state side and havent been able to get a refund from the them. Theyve been giving me the run around now since November 14th 2021. Ive posted a review on ****** review and has gotten a lot of likes since. I think this company is scamming people and in my case let me stranded in another country.

  Business response

  05/22/2024

  We are sorry to hear about your experience and understand how frustrating travel disruptions can be. We booked your flight with AeroMexico as requested. On the return, the airline rebooked your flights due to a schedule change made by the airline. When the airline rebooked your return due to schedule changes, you opted for a different 1-stop flight for your convenience. 

   

  Despite this, we went above and beyond by refunding $117.50 from our own funds and securing an additional $89.51 partial refund from the airline.

   

  Attached is the screenshot from the customer acknowledging he received the refund and thanking us.

   

  Thank you,

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

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ***************************** Phone number: ************ The Airfare: $2271.00 Airline Reference: 2UZTZD E-Ticket No: 618-7704286565 Travelcation Reference: TCB17651 I booked a flight on the 20th of December to fly from *** to *********, ********* on the 24th of December at 8:15 PM - and return on the 3rd of February. Due to overwhelmed testing labs, short staffing, administration mistakes and bad advice, I was unable to make my flight three times. The first time, due to long testing lines, A Singapore Airline representative said I would usually need to rebook my flight through the travel agent, but as I wanted to rebook within 24 hours I could do so with Singapore Airlines directly. The flight on the 25th of December was full, so he rebooked the same flight (8:15 PM) for the 26th of December. I paid him a $50 rebooking fee but he never called me back or confirmed my booking. After being turned away at the check-in desk on the 26th, Singapore Airlines called to apologise and rebook my flight or offer a refund. I rebooked for the 27th but the same thing happened. After the third time, when they called to offer a rebooking or refund, I said I didn't want to fly with Singapore Airlines anymore and I would like to cancel the booking. They agreed but no refund confirmation came through. After spending 15 hours on the phone and much investigation they refunded the $50 rebooking fee (as their representative never rebooked it) but claimed they can not be held responsiblefor the airfare as it was originallybooked through travelcation.However, when contacting Travelcation they have said because Singapore Airlines rebooked the flight for the 26th of December, it was now Singapore Airlines' responsibility. It seems that both parties acknowledge I am entitled to a refund but neither want to issue it. Singapore Airlines and Travelcation claim to be in communication with each other, I don't believe they are and are hoping to wait it out.

  Customer response

  05/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/17/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I booked a flight with Travelcation on Jan 9, 2022 going from ******* to *****. With COVID 19 I specifically bought insurance in case something came up and I did not take the flight. I get to the airport and I cannot board the plane due to I do not have a QR code on my vaccination code. I called to rebook my flight and they are charging me $577.89. I told them to just give me my money back and they told me that they would not give me my money back. I asked them why did I buy the insurance. They told me that the insurance was just for the first 24 hours. I would like my $840.67

  Business response

  04/12/2022

  Sorry for the late response, I was out of town,
  

  
  

  This email is in regards to a complaint we received about our business,

  
  

  The passenger booked this ticket with us and we specifically asked the passenger to carry the ******19 test with her at all times and also to check the airline and country guidelines since there are always constant changes for restrictions. 

  
  

  The passenger reached the airport with no QR code on the ***** test, so the airline did not allow the passenger to board the plane. Passenger called us to exchange the ticket, which we did with the fare difference for the new flight.

  
  

  Moreover, the customer did purchase our Best ************************ with us for $9.99 that clearly mentions changes within 24 hours.

  
  

  Attached are the documents to back up our side of the issue. Attached is the approval for the customer, the docusign, and the **********************  Best ************************ that clearly states what it is for.

  
  

  We are sorry to hear about the issues the passenger faced, but we can only follow the rules of the airline policy and the country specific restrictions to ******19 are out of our control.

  
  

  Thank you,

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

  Customer response

  04/16/2022

   
  Complaint: 16894629
  
  I am rejecting this response because:

   

  I bought insurance in case something happened and I wouldn't be able to make the trip, I could've gotten the ** code in Dubai but was told I was not allowed that option.  Why buy the insurance.  
  
  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. ↩