ComplaintsforGaba Travel Ltd

• Initial Complaint

  31/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing this complaint in hopes of finding a solution to a charge on my credit card as ***** Airways charged by the travel Agency, Gaba Travel on August 22, 2022. Due to a spelling error by the agency in the booking, we had to miss our flight. This was because the flight time and office hours of the travel agency were contradicting which did not allow us to resolve the issue before our initial flight time. While we attempted to work with the travel agency to make the correction they were not being helpful at all and informed us that we will be charged an addition $4000.00 for the correction altogether of four passengers because of the error the travel agent had made. We have tried to contact them agency and negotiate for a refund but they are not willing to communicate with us. If we could please get some help regarding this unfortunate situation that would be greatly appreciated. They are very unprofessional and are not allowing us to communicate with the owner in any shape of form. Thank you. We will attach a screenshot of the number of times we have tried to reach the owner to communicate which was not successful, the numbers can be identified as ****** ****** **** ******************. We will also attach a screen shot of the money we have sent through *transfer because they wanted cash instead of charging our credit card for the additional payment in order to proceed with fixing the error which they had initially made. Please feel free to contact me through the email *************************** for more information regarding this situation. Looking forward to hearing back from you.

  Business response

  30/11/2022

  This is in response to the complaint number ********
   
  Customer complain about the charges they incurred due to name error on the ticket.
  
   
  As a travel agency, we have to follow the rules and policies provided by the airline, and as per ***** ******** policy, name change or correction was not allowed on their tickets and the same was told to them by the check-in agents at the airport, also by our agency, and the only way out was to re-book new tickets for them. 
  
   
  There were 5 passengers all together, so the charges they incurred were to re-book tickets for all the passengers.
  
   
  When we create a booking, before confirming & issuing any ticket, we present a copy to the passenger to review, be it in person or sent over email. Onus is on the passenger to verify and confirm all the information with the booking agent, before final payments and ticket issuance.
  
   
  As per our records: 
  
   
  3:04 PM on 13 Aug ’22: Booking was first created.
  
   
  3:09 PM on 13 Aug '22: E-mail was sent to customer e-mail “**********************”, before ticket issuance.
  
   
  3:58 PM 13 Aug ‘22: Ticket was then issued, only after the customer had reviewed and confirmed all the details with the agent.
  
   
  3:59 PM 13 Aug ‘22: Email sent again to customer, after ticket issue.
  
   
  2:24 PM 29 Aug ‘22: Another e-mail sent to customer, after seat number assignment.
  
   
  1:03 PM 22 Sep ‘22: Another e-mail sent to customer, due to a minor change in one of the flight times. 
  
   
  Passenger was supposed to travel 26 Oct ‘22; so, from the date of ticket issue till travel date, they still had plenty of time to review and rectify. This has been mentioned to the passenger during many phone calls as well. 
  
   
  
  Sincerely,
  
  Nitin G***

  Customer response

  20/01/2023

  This is ******* reaching back about a complaint that I had filed in October of 2022. I was waiting for a response from the Travel Agency that I had filed the complaint against, meanwhile I was overseas and did not get the message about their response. The message states that if I do not respond in 10 calendar days that this issue will be considered solved. I did review their response and am still not satisfied with it. I would still like to continue this complaint until I am satisfied with the solution. I am not sure If I would have to file a separate complaint or if it is possible for me to continue the same one. The complaint number is: ********. The Travel Agency stated in their response that they had sent us emails to confirm our identity on the tickets they booked for us through ***** Airway but in reality, there was no confirmation email and we were never told to confirm. They sent us those emails as receipts and there was multiple emails and multiple tickets we booked. We booked through a travel agency in order to prevent us from having any issues through our trip and when we do book tickets we provide passports and IDs to prevent any problems in our identity. They still managed to misspell the name even though we provided IDs. Regardless of the one ticket which they had the spelling mistake on due to the situation we were in we had to change all four tickets because of their one mistake. If they could at least accommodate and refund us for the other three tickets that would be appreciated and professional of them.
  
  Thank you for your time, 
  *****************;
  

  
  

  Business response

  14/02/2023

  Customer complaint about the charges they incurred due to name error on the ticket.
  
  As a travel agency, we have to follow the rules and policies provided by the airline, and as per ***** Airlines policy, name change or correction was not allowed on their tickets and the same was told to them by the check-in agents at the airport, also by **********, and the only way out was to re-book new tickets for them. 
  
  There were 5 passengers all together, so the charges they incurred were to re-book tickets for all the passengers.
  
  When we create a booking, before confirming & issuing any ticket, we present a copy to the passenger to review, be it in person or sent over email. Onus is on the passenger to verify and confirm all the information with the booking agent, before final payments and ticket issuance. The client was given multiple opportunities to notice the incorrect name. Furthermore, in every e-mail that was sent to the customer e-mail (as documented below), our terms and conditions of booking were attached. In these terms and conditions, it is stated that the onus is on the customer and the agency does not take responsibility for any charges incurred due to airline policies. The customer also claims that they were required to change all 4 tickets, this is incorrect. The customer could have had the other passengers travel as the only passenger that was unable to travel was the passenger with the incorrect name. 
  
  As per our records: 
  
  3:04 PM on 13 Aug 22: Booking was first created.
  
  3:09 PM on 13 Aug '22: E-mail was sent to customer e-mail *********************** before ticket issuance.
  
  3:58 PM 13 Aug 22: Ticket was then issued, only after the customer had reviewed and confirmed all the details with the agent.
  
  3:59 PM 13 Aug 22: Email sent again to customer, after ticket issue.
  
  2:24 PM 29 Aug 22: Another e-mail sent to customer, after seat number assignment.
  
  1:03 PM 22 Sep 22: Another e-mail sent to customer, due to a minor change in one of the flight times. 
  
  Passenger was supposed to travel 26 Oct 22; so, from the date of ticket issue till travel date, they still had plenty of time to review and rectify.

*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. ↩