Complaints

• Initial Complaint

  17/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The complaint is with respect to a representative at Omega Travel - Marina. I write on behalf of my grandmother (customer) who does not speak English and parents (who helped deal with issue and pick-up/calls). She had booked a flight with Marina from Vancouver to Russia (connecting in Istanbul). On the way back, July 2nd, her flight was very delayed. We were not notified of the last delay, which caused my grandmother to miss her connecting flight in Istanbul. My grandmother was unable to reschedule a flight directly to Vancouver successfully, through the travel agency, and had to fly into Seattle, where her daughter-in-law had to spend the entire day travelling and incurring out-of-pocket expenses. We had phoned the travel agent for help as we were told she was the only one who could reschedule flights due to my grandmother booking through a third-party agency. The travel agent was getting upset that we were "********* *** ** *** *** ***". We feel that the service as a travel agency was not provided to us and my family spent two days trying to figure out on our own how to bring my grandmother home - with each airline telling us that our travel agent is the only one who can rebook these tickets. After all of this, we had sent a formal email to Marina, with no response, and to the agency itself, with no response to date. It has now been over a month with no response or formal apology to my grandmother for the stress it caused her as she is a Parkinson's patient. My mother lost a whole day (leaving Vancouver around 1:30pm and arriving back past midnight). We are asking for clarification on this issue and reimbursement for out-of-pocket expenses due to our travels to Seattle, calls to US/Russia, and travel expenses.

  

  Business response

  07/09/2022

  Hello,

  Thank you for your patience while I researched this matter.  We just held a last minute in-person meeting with ******* ******** in our office this morning, 07 September 2022.  We are going to be placing a claim with the airline for the expenses the client incurred on their return from Moscow.  This process will take up to 12-weeks to receive the refund but ******* ******** has informed us that they will try to expedite the matter further.  In addition, the travel agent will be contacting the client to try and retrieve additional information with regards to the exact timetable of how the client ended up in Seattle and who they communicated with to have the ticket changed and issued for the return to Seattle instead of Vancouver.  We will update the client and BBB as more information is offered to us from ******* ********.  Thank you for your patience while we researched this matter.
  
  Sincerely,
  
  Thomas P****

  Senior Director

  Customer response

  07/09/2022

  
  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,
  ****** ***********

*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. ↩