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:10/02/2025

  Type:Customer Service 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.

  We have an all inclusive trip booked to Jamaica on February 19th out of Thunder Bay. The flights out of Thunder Bay are delayed on most occasions and are not reliable. We only have 1 hour to land in Toronto and make our connecting flight. This is certainly not going to be enough time. I have spoken to Itravel, *** ****** Vacations and *** ****** with not help. We have asked if we could purchase our own tickets to Toronto(not costing itravel or *** ****** *********) any money. We want to go to Toronto the night before, stay in a hotel and ensure we make the flight. We are being told we can not do that because if we do not show up on the 19th in Thunder Bay for our flight then our trip will be cancelled as no show and we will be declined boarding in Toronto. This is completely unacceptable and frankly unacceptable.

  Business Response

  Date: 12/02/2025

  Thank you for providing us with an opportunity to review Ms. ********** *****'s concerns. After reviewing Ms. *****'s comments, we reached out to the tour operator, who has made an exception and approved the flight change for the first segment. The change has been completed, and the details have been sent to the email address on the file. Please feel confident, we do value Ms. *****'s business and assure her of our very best intentions at all times.
  

  Customer Answer

  Date: 18/02/2025

  
  Complaint: ********
  
  I am rejecting this response because:  we tried for 2 1/2 weeks to do what they have agreed to.  I am so frustrated with how we were dealt with.  I payed for upgraded seat and even though they agreed for us to pay for the changes to the day before to ensure our connection gets made.  They did not give us the upgraded seats we paid for.  There were seats in that category available.  We will continue to pursue this matter as well with *** ****** vacations.  I am so disappointed with the customer service.  People pay a lot of money for trips that they will make memories.  This one will be, remembered the time we went to Jamaica!  It was so difficult and a big learning experience.  I hope once we arrive at our destination we can forget the troubles of getting here.  Customer service is important and if you are not going to provide it then get out of the business.  *** ****** makes you feel like they are doing you a favour letting you fly with them.  
  
  Sincerely,
  
  ********** *****

• Initial Complaint

  Date:26/10/2023

  Type:Customer Service 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.

  I purchased a family vacation for $5402 to Cuba this past weekend (Oct 21st, 2023) on the iTravel2000 website. There was a confirmation email and invoice given from the provider (********). Myself, my wife and our children all made plans to take this week off as vacation. I then received an email yesterday that there was a systems 'glitch' which meant the wrong price was quoted and I had two choices: 1) cancel with a refund; 2) pay the price difference. I just called itravel2000 and no accountability was taken and this was blamed all on the provider **** ***. There was no ability to provide me with the vacation I paid for and the request was an additional $1900 should I wish to proceed. I am simply looking to receive what I paid for. No alternative reservations or options were provided to me by the travel provider (iTravel2000). They have given me until tomorrow to make a 'decision' otherwise my trip will be cancelled. Looking to receive the services (trip) I paid for.

  Business Response

  Date: 02/11/2023

  Regrettably, the tour operator reached out to our agency to advise us of a pricing glitch in their system. The supplier is well within their rights to inform customers of such pricing glitches. Unfortunately, they are not obligated to honor the prices if one of the options offered, is a full refund.  We are sorry for any inconvenience this may have caused and fully understand Mr. *********’s frustration. However, we are also bound by the terms and conditions set forth by the supplier.  Mr. ********* accepted the option to cancel his reservation and this matter is resolved.

• Initial Complaint

  Date:03/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  I purchased a vacation package on itravel2000 and when I went to checkout it displayed a value of 3102.48 that would be charged to my credit card. After sumitting the page, a confirmation was displayed that changed the value beign changed to my credit card to 3322.48. This represents a serious technical issue with the website and after emailing the issue to itravel2000 they refused to investigate the issue. I will be filing a complaint with my credit card as I believe charging more then the agreed price is *****. The transaction occured on Mon Feb 20th, 2023 and I reported the issue to iTravel2000 directly after the issue occured (within minutes)

  Business Response

  Date: 09/03/2023

  Thank you for the opportunity to review Mr. ******** *****' concerns. We are very sorry to hear our client encountered any upset with their reservation. We can appreciate the frustration Mr. ***** must have felt having the vacation package increase in price during the booking process.  The pricing of travel can be very fluid and all rates and availability are solely determined by the tour operator.  Our website is live and connected directly to tour operators, airlines, cruise lines, and consolidators.  The last screen, before the booking is confirmed, is where a third-party supplier software accesses live pricing and inventory. The client is advised this action is being taken.   If there is an increase a notice is displayed on the booking page which advises client of the new price.  This allows the client to make an informed decision whether to continue with the reservation at the increased price.  Prices do fluctuate and as Mr. ***** will hopefully concur, this is an area where we have absolutely no control.  Please feel confident, we do value Mr. *****' business and assure him of our very best intentions at all times.

  Customer Answer

  Date: 09/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This response has absolutly nothing to do with my complaint, I'm not sure if it was written while reading someone elses complaint or it it was just copied and pasted from somewhere but I would be very greatful if you actually read my complaint and addressed the actual issue - not advise how the prices are determined.  All you discussed is that prices flutuate, which I have absolutly no concern with.  My complaint is that the amount in the last screen presented to me was of a specific amount 3102.48, I entered my credit card information and submitted the page, the transaction processed with no errors and on the next page I was given a confirmation that my credit card was charged a completely different amount then what the previous screen had presented.  

  Neither the price, nor what the tour operator does or doesn't do has anything to do with my complaint.  It is 100% simply the fact that the amount I agrred to be charged to my credit card was 3102.48 and you charged a different amount, this is credit card ***** and has nothing to do with flucuating prices.  If there "should" have been a process to update the price and agree to the updated amount, I can assure you that there wasn't as I would have had no reason to notify you directly after the transation had processed.  I also searched the exact same travel package right after submitting, just to be sure that the amount I had written down matched what was on the site and I went all the way back to the check out window, where I was again presented with the amount of 3102.48 in the checkout cart. About an hour later the resort i had booked was actually removed from your site (though it was back the next day with a slightly higher price or 3130, though still significately lower then what my credit card was actually charged. 

  To date you have done absolutly nothing to investigate the actual issue - have you checked what the exact prices that you were advertising on that day?  If it did fluctuate what prices did it flucuate between? What did your "web department" do to investigate the issue?  Did the tour oporator advise what prices that they provided you on that day?  Did you investigate the credit card transaction, does it take the tour oporator value or the greyed out value in the checkout box? Its obviously of no benfit to me to process a transaction that I'm 100% comfortable with and then immediately notify you of an error if there was none, so considerign the severity of credit card ***** I would expect a serious investigation into both the payment technology and my specific transaction.  

  Sincerely,
  
  ******** *****

  Business Response

  Date: 21/03/2023

  We have reached out to Mr. ***** directly in order to address this matter.

  Customer Answer

  Date: 22/03/2023

  
  Better Business Bureau:
  

  Thank you for the service that you have provided,  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me; a refund in the amount of 220 is being provided.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:10/01/2023

  Type:Customer Service 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.

  I had followed all prompts on iTravel2000’s website to complete and book a vacation for January 24th to February 1st from Edmonton to Puerto Vallarta on January 8th at 7:30 p.m. Once I submitted and clicked off the last page to purchase, I received a confirmation email and prompt for $200.00 more than the advertised price AND 2 days after my original selection. The travel date moved to January 26th returning on February 2nd. I have attempted to call the company the day I booked the vacation but they were closed. I have now spent 7 hours attempting to connect with them on January 9th with no response from a single person. Each phone prompt directs you to a different line where you stay on hold forever. I want either a complete refund, or my ORIGINAL booking made with the difference given back. Quick to complete an incorrect transaction and no where to be seen after the funds have been collected.

  Business Response

  Date: 20/01/2023

  Thank you for providing us with the opportunity to look into Mr. *******'s concerns.  We are currently reviewing this matter with our Web Department to obtain more information.  We expect to have an answer for Mr. ******* by Tuesday of next week and will contact him directly.

• Initial Complaint

  Date:06/01/2023

  Type:Customer Service 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.

  I booked my all-inclusive vacation package on itravel2000.com on Dec 17, 2022, for a 4-star hotel called ********* **** *****, *** *** ******** ****** it is clearly stated as 4-star. When we arrived at the hotel on Jan 1, 2023, the hotel seems below our expectations for 4-star hotels in many ways, the quality of the room, food, and drinks are way worse than any of the 4-star hotels we stayed in before. I looked up the hotel again on itravel2000.com and noticed it is shown as a 3-star hotel. So I paid for a 4-star hotel stay but get only the quality of 3-star hotel. I was trying to get itravel2000.com to help me change to another 4-star hotel as that was what I paid for. But they haven't gotten back to me after 4 days.

  Business Response

  Date: 11/01/2023

  Thank you for the opportunity to review Ms. *** **'s concerns.  We are very sorry to hear our client has encountered any upset with her reservation. Hotels, as well as, tour operators have their own independent star rating systems which are based on numerous considerations such as; facilities, accommodation, location, and tourism infrastructure. Several ratings can occur for the same resort. We, as the travel agency, do not assign star ratings for any hotel.  As Ms. ** is in destination she will need to speak with the hotel management and local tour operator representative in effort to address any concerns she has with the hotel.  If Ms. ** decides to change hotels any additional costs will be at her own expense.  If Ms. ** is unable to resolve her concerns while in destination with the hotel and/or tour operator representative she is welcome to submit a claim to our office upon her return by emailing ***************@*****************.com and we will act as a liaison on her behalf with the supplier and hotel.

  Customer Answer

  Date: 11/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I tried to communicate with *******,  the local representative, and they refused to change my hotel with the credit of unstayed night from ********* **** *****. They kept on saying my reason for changing hotel is not valid. *** *** ******** ************ ******* ** *** *******.

  My vacation is almost half gone, and I urge Itravel2000 to take action now to negotiate with ******* for my hotel exchange to a 4-star hotel.

  
  Sincerely,
  
  *** **

  Customer Answer

  Date: 08/02/2023

  I contacted their local agency *******, and after several back and forth, ******* refused to change hotel for me using unused hotel credit. And their excuse is that I bought this package from itravel2000 and not directly from *******

  I also found the evidence that this hotel is indeed a 3-star hotel via the online chat with this hotel. 

  I wrote complaint email to itravel2000 customer service email ***************@*****************.com on Jan 10, 2023, but never got a reply.

  Business Response

  Date: 21/02/2023

  Our site is a live booking engine with hotel links, when clicked on clients are connected directly to the vendors' website which displays hotel information, amenities, and ratings. This information is directly managed by the tour operator, as one will hopefully concur, this is an area where we have absolutely no control. Ms.**’s concerns have already been forwarded to the tour operator as they hold the contract with the hotel to review her comments and respond accordingly. The tour operator’s response time is approximately 10-12 weeks, and we are still within this time frame and awaiting a response. Once an answer has been received by the tour operator, we will contact Ms.**'s directly via email.

  Customer Answer

  Date: 21/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  I would like to keep the case open until the business gets me the answer from their local tour operator.
  
  Sincerely,
  
  *** **

  Business Response

  Date: 03/03/2023

  Ms. ***’s concerns have already been forwarded to the tour operator. The tour operator’s response time is approximately 10-12 weeks, and we are still within this time frame and awaiting a response.  Once an answer has been received by the tour operator, we will contact Ms. ***'s directly via email.

  Customer Answer

  Date: 10/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I would like to keep the case open until the business gets me the answer from their local tour operator. It is already 8 weeks since I initialized this claim.
  
  Sincerely,
  
  *** **

  Business Response

  Date: 23/03/2023

  Thank you and we can appreciate Ms. **’s request to keep the Better Business Bureau claim open at this time.  Once an answer has been received by the tour operator, we will respond to the Better Business Bureau claim and contact Ms. ***'s directly via email if there is personal and/or private information to share.  We have also followed up with the tour operator yesterday requesting an update on the status of Ms. **’s claim and hope to receive an answer soon.

  Customer Answer

  Date: 30/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I would like to keep the case open until the business gets me the answer from their local tour operator. It is already 10 weeks since I initialized this claim.
  
  Sincerely,
  
  *** **

  Business Response

  Date: 05/04/2023

  Please assure Ms. ** her claim will remain open pending a response from the tour operator.

  Customer Answer

  Date: 06/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Keep my claim open until getting a response from the tour operator.
  
  Sincerely,
  
  *** **

  Business Response

  Date: 19/04/2023

  Please assure Ms. ** her claim will remain open pending a response from the tour operator.

  Customer Answer

  Date: 27/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  leave the complaint open until receive the response 
  
  Sincerely,
  
  *** **

  Business Response

  Date: 08/06/2023

  Ms. **’s concerns were forwarded to the tour operator, and they advised that they are facing delays, but the tour operator assures Ms. ** that their concerns will be addressed. Once an answer has been received by the tour operator, we will contact Ms. **'s directly via email.

  Customer Answer

  Date: 09/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  We are still waiting for the answer from the local tour company. Btw, it has already been 5 months since I started this complaint and we have been waiting for the whole time. Please given an estimated time that I should expect to get this resolved.
  
  Sincerely,
  
  *** **

  Business Response

  Date: 27/06/2023

  During the online booking process Ms. *** was provided with our agency terms & conditions, which she agreed to prior to applying payment and confirming the reservation Ms. *** also accepted the Terms and Conditions of the respective tour operator. The tour operator's Terms  state "that, while conditions may not always be the same as those at home (particularly in regards to food, electricity, water supplies, and private toilet facilities), our staff, agents and/or suppliers have inspected all of the hotels described on our website to ensure acceptable standards." Unfortunately, the tour operator is experiencing delays due to the high volume of claims received over the winter months, which is the travel industries busiest season. The tour operator is working diligently to have all claims processed as soon as possible. This may take several more weeks, maybe even a couple of months, to complete. No matter how high the issue is escalated to, even at the highest levels of senior management, we have been advised that all claims are placed in a queue and addressed based on the date received.  Please be assured, we continue to monitor Ms. ***'s claim which will remain open pending receipt of an answer from the tour operator. Thank you for your continued patience during this time.

  Customer Answer

  Date: 29/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  We are still waiting for the response, it has been 6 months already.
  
  Sincerely,
  
  *** **

  Business Response

  Date: 10/07/2023

  We are going back and forth with the same information.  We are sincerely sympathetic to Ms. **’s concerns, however as mentioned, it is difficult for us to be able to respond to issues that occur in the care of our suppliers as we do not own, operate, manage, or control any tour operator or the suppliers they contract services to. Rather we act as a liaison between our clients and the tour operator.  On a legal perspective, our position was previously known and accepted by Ms. ** in advance of travel via our published Terms & Conditions. Our Terms & Conditions are very clear concerning our non-liability with third party suppliers. The onus is on the client to ensure they have read, understand, and accept these Terms & Conditions prior to finalizing their online booking. These Terms & Conditions are endorsed by Travel Industry Counsel of Ontario. In purchasing the vacation package through our agency Ms. ** entered into an agreement by accepting the Terms & Conditions of using our web site, and that of the tour operator. All tour operators are experiencing delays due to the high volume of claims received over the winter months, which is the travel industries busiest season. They are working diligently to have all claims including Ms. **'s processed as soon as possible.  This may take several more weeks, maybe even a couple of months, to complete. No matter how high the issue is escalated to, even at the highest levels of senior management, we have been advised that all claims are placed in a queue and addressed based on the date received. We appreciate Ms. **'s patience in this matter and will advise once an answer has been received. Please note, this will be our response going forward until and answer has been received from the tour operator Ms. **’s vacation package was booked with.  Thank you for your understanding and patience.

  Customer Answer

  Date: 14/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Keep the claim open until receiving the response from tour operators

  
  Sincerely,
  
  *** **

  Business Response

  Date: 27/07/2023

  Claim will remain open until receiving the response from tour operator.

  Customer Answer

  Date: 28/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Claim will remain open until receiving the response from tour operator.
  
  Sincerely,
  
  *** **

  Business Response

  Date: 14/08/2023

  Claim will remain open until receiving the response from tour operator.

  Customer Answer

  Date: 29/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Claim will remain open until receiving the response from tour operator.

  
  Sincerely,
  
  *** **

  Business Response

  Date: 06/09/2023

  Claim will remain open until we receive a response from the tour operator.

  Customer Answer

  Date: 13/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Claim will remain open until we receive a response from the tour operator.
  
  Sincerely,
  
  *** **

  Business Response

  Date: 22/09/2023

  Ms. **’s concerns were forwarded to the tour operator, and they have addressed Ms. **'s concerns. We have contacted Ms. **'s directly via email.

  Customer Answer

  Date: 25/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The business offered $100 per person voucher for future travel, which is not acceptable.

  I spent $8,530 on my vacation package for a 4-star hotel, which was a false claim on the rating. Our vacation was ruined because of the poor quality of food and drink, and the environment of barely anyone speaking English. And the compensation they offered is just a $200 voucher? No, this is not acceptable.
  
  Sincerely,
  
  *** **

  Customer Answer

  Date: 02/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I cannot accept the resolution you provided. You offer $200 ******* voucher and $50 itravel2000 voucher for the $8530 vacation package I paid for? And after I have been waiting for 9 months? No this is not acceptable. A similar package for 3 star hotels would be no more than $6000 for the same time period we stayed, but again, I was not even consider a 3 star hotel to begin with because I wanted to enjoy better food. At this point, if I can get $3000 refund, I am willing to let it go. 
  
  Sincerely,
  
  *** **

  Business Response

  Date: 19/10/2023

  We have thoroughly examined Ms. **'s concerns, with all parties thoughtfully evaluating the information she provided. We have furnished Ms. ** with comprehensive responses. No additional compensation will be extended, and we deem this issue resolved.

  Customer Answer

  Date: 27/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The business offered $200 ******* voucher and $50 itravel2000 voucher for the $8530 vacation package I paid for, after I have been waiting for 9 months? No this is not acceptable. A similar package for 3 star hotels would be no more than $6000 for the same time period we stayed, but again, I was not even consider a 3 star hotel to begin with because I wanted to enjoy better food. 

  
  Sincerely,
  
  *** **

• Initial Complaint

  Date:04/11/2022

  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.

  Itravel2000 did not provide the service they were meant to Car Booking Confirmation – Reference (********) – ***** Confirmation ************) - Prepaid # - Voucher (*******) I have already talked to itravel2000 and they told me to email ******** vacations. Now ********vacations is telling me that ************ should be handling my complaint. All in all they are just passing me around to different agencies and not refunding me even though I booked through itravel2000. I have several official documents where I booked a car rental from ******** ******** ******* ******** ********** ***** ***** ******. However, I arrived at the said location to discover that there was no car rental there. The hotel told me that ***** had changed locations months ago. I received several emails all confirming that I would be picking up my car from the Marriott Hotel. I also called regarding this booking previously and was told to pick up my car at this location. As a result of this, I missed several reservations on that day and had to re-arrange my vacation schedule for the remaining days. My family and I were majorly inconvenienced. We had a very tight schedule and wasted a lot of money on unattended reservations, *****/taxis to the wrong location due to their mistake, and had to walk with several luggages, carry-on luggages, backpacks, and strollers to the new location. To anyone reading, DO NOT TRUST ITRAVEL2000. They will not deliver what you paid and then afterwards, they will have you contact the other companies they work with in attempt to pass on the blame and saying it's someone else's responsibility.

  Business Response

  Date: 10/11/2022

  We are very sorry to hear Ms. ******** ** has encountered any upset with her reservation. We try to be responsive when any problem is brought to our attention and have forwarded Ms. **'s concerns to ************ as we are acting on her behalf as a liaison with the supplier. The supplier holds the contract with the car rental agency and will investigate what transpired, and respond accordingly. There is an order of process that needs to be followed prior to any compensation being considered. This matter is currently being reviewed with the supplier, and once we receive a response we will provide the information directly to Ms. **.

  Customer Answer

  Date: 10/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: 

  Once again you are assigning the blame on another company and telling me to "wait". It's been over a month since the incident and you have not made an actual effort to refund me. There was no acceptable timeframe given in terms of problem resolution. Having me wait a month while you pretend to be resolving the issue is ridiculous. I did not receive what I paid for. It's ridiculous that I'll have to charge this transaction back as a result of your inability to take responsibility for your mistakes and actually refund me yourself. 
  
  Sincerely,
  
  ******** **

  Business Response

  Date: 23/11/2022

  We are very sorry to hear Ms. ** is dissatisfied with our response. The supplier holds the contract with the car rental agency, is investigating what transpired and will respond accordingly. There is an order of process that needs to be followed prior to any compensation being considered. Once the investigation is completed, we will provide the information directly to Ms. **.
   

  Customer Answer

  Date: 26/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Once again, itravel has not taken responsibility for booking me a car rental which basically did not exist. They have not refunded me any amount. 

  I will be charging back my credit card as a result of being sold a product I did not receive. 

  
  Sincerely,
  
  ******** **

  Business Response

  Date: 05/12/2022

  We regret to hear Ms. ** is dissatisfied with the timeline necessary for the third party supplier to investigate and respond to her concerns.   During the online booking process on the last page before confirming the reservation, a client must agree to *********, and the supplier's terms & conditions, in order to complete their booking.  Our Terms & Conditions advise that services are arranged with third party suppliers.   Ms. **'s claim is currently being reviewed by the supplier and car rental agency.  Once we receive a response we will provide the information directly to Ms. **. 

  Customer Answer

  Date: 12/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  It has been past the timeline i was given and no response has been given to me from any of the associated agencies with itravel. 

  Itravel scammed me and sold me a product i did not receive. 

  
  Sincerely,
  
  ******** **

  Business Response

  Date: 21/12/2022

  We regret to hear Ms. ** is dissatisfied with our responses. Our records indicate Ms. ** had picked up and utilized the car rental reservation. Ms. **'s claim has been escalated with the car supplier, and the final resolution and compensation have been sent directly to Ms. **. 

  Customer Answer

  Date: 22/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Company only offered $100. This $100 they promised me was also never actually reflected in my bank statements and I never received it
  
  Sincerely,
  
  ******** **

  Business Response

  Date: 05/01/2023

  As the ***** location had been moved and this information was not updated ***** has agreed to provide monetary compensation of $100.00 to Ms. **.   We have confirmed that Ms. ** proceeded to the new location, picked up her car rental and utilized the full duration of her rental which is why no further compensation will be offered.  If Ms. ** is in agreement of receiving the $100.00 refund she is required to send an email with her acceptance of this offer.  Once we receive the email from Ms. ** we will arrange for the supplier to process the refund.

  Customer Answer

  Date: 06/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I've asked for a phone call a few days ago scheduled today to discuss this matter. I have not received a reply at all. Tara pretends to offer a $100 and says the service I paid for has been provided (despite the fact that the service I had paid for was at location x not where I was forced to pick up the cat). She will then ignore communications for a week and ask the same questions to supposedly send me the money (phone number etc) without ever sending it or offering a more succinct line of communication. Definitely a scam company

  Sincerely,
  
  ******** **

  Business Response

  Date: 11/01/2023

  We would like to advise that a call was placed on Friday at the time requested by Ms. **.  We continue to work directly with Ms. ** in finding an amicable solution for compensation which all parties are in agreement to.