Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:25/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Erroneous return date; extra cost I have recently booked flights for April 1-29 (2 pax) & an April 10-29 with this agency. As the family is departing from YYC separately & would return altogether, we booked them via agency to spare us from inaccuracy and hassle. The agency erroneously booked our return flight (3 pax) for January 2024. Contacted the agency & was told it’ll cost us almost $1.5k to rectify their error (rebook). This event is causing so much more stress, which primarily is the purpose of booking with an agent, ie, to make sure that the travel would be hassle free. We are travelling due to my mother’s medical condition and can not afford any more hassle nor expenses. What are my consumer rights?

  

  Business Response

  Date: 25/02/2023

  I checked the history of this transaction between my agent and the passenger and I see that my agent did everything prior the issuance of the tickets. The client is complaining because of the FARE difference if she will change the date from JAN 29,2024 to APRIL 29, 2023 (return ticket). I have attached all needed infos and proof that the passenger gave us go signal of what date to book. My agency is NOT charging the client just because we want to but this is airline's fare difference in which it is beyond our control.

  I just hope that the client really checked everything prior responding to us and it is not only the agent's responsibility but also the client's responsibility to thoroughly check everything that is why again, prior to applying payments to ALL of the tickets we issue we make sure to get a ' EMAIL CONFIRMATION" from the client. I can provide all documents or email exchanges between the passenger and my agent if needed.

   

  Thank you.

  Customer Answer

  Date: 25/02/2023

  
  Complaint: 19495871
  
  I am rejecting this response because:

  ?There is still no acknowledgement of fault and apology. I NEVER asked to be scheduled for January 2024. How did that happen?? They have not explained that part. 
  
  
  My complaint is about scheduling us on an erroneous date and as a result thereof, causes me so much stress, redirected priority and a lot of hard-earned money. If they won’t own up to their mistake, this can happen again and some other clients may experience same dilemma and will cost more money as it is right now.  What are our consumer rights against these instances?
  
  Sincerely,
  
  ****** *******