ComplaintsforTravelcation

• Initial Complaint

  06/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date of transaction: Feb 11, 2023 Amount: $1003.50 I am extremely disappointed and frustrated with Travelcation's handling of my recent transaction. On February 11, 2023, I booked a flight from Yellowknife, NWT Canada to Bathurst, NB Canada with connecting flights in Calgary and Montreal, with a total amount of $1003.50. However, I was unable to board my connecting flights from Calgary onwards and had to purchase the tickets twice over with ********* directly. Despite reaching out to multiple support agents, Travelcation failed to resolve the issue. On February 28th, I was promised a refund for the auto-canceled flights by a Travelcation agent over the phone. Yet, on March 24th, another agent told me that I would only receive a partial refund of $500 from Travelcation and a $300 travel credit from ********** And just recently, on April 4, I received an email from Travelcation stating that I would not receive a refund at all and only a $300 travel credit. This is unacceptable. The auto-cancellations were caused by Travelcation's system or booking errors, and as a result, I had to pay twice for my flight tickets. If I hadn't made the additional booking with ********* directly, I would have been stranded in an unfamiliar city for an indefinite period of time. It's outrageous that Travelcation is now claiming that the root cause of the delayed arrival at my destination was not within their control and that regulations do not require compensation. This is a clear indication that Travelcation is not taking responsibility for their mistakes and is failing to provide their customers with the service they deserve. I demand that Travelcation provide me with a full refund for the auto-canceled flights immediately. The company's negligence has caused me significant inconvenience and financial loss.

• Initial Complaint

  16/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I attempted to make a booking for a ****** flight through a third-party travel agency called Travelcation, https://************.ca/. They emailed me asking me if I wanted to go through with the booking and I said no, and told them to cancel it immediately. They emailed me saying the booking was indeed cancelled and that I wouldn't be charged for the booking. Then, I made a booking for the exact same flight but directly through ****** this time. A few days later, I see that I was charged for the booking through Travelcation, despite the fact that they told me it was cancelled and that I wouldn't be charged. I called ****** and found out that Travelcation had not cancelled my booking, despite them telling me that they did. Since it was a non-refundable ticket and more than 24 hours had elapsted, ****** won't issue the refund. But this was entirely Travelcation's mistake for not cancelling the booking immediately. I can provide photo evidence of all communications and bookings.

• Initial Complaint

  24/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I got a flight from Travelcation and paid the extra $99.00 for trouble free canceling with full refund. But they would not refund the full amount of the ticket. *** ********. The prices they advertise are not realistic, they go up as soon as you book by almost 50% more or less. **** *** ******** *************. They had to change my flight because it didn't connect and because they suspected I would be too late and said the insurance didn't cover two flights when I needed the refund becauseof bad weather. I don't think that's my problem. They said that I had to pay taxes for tickets not purchased and service costs.

• Initial Complaint

  14/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Travelcation reference ********, Airline reference ****** On Apr 20, 2022, I booked a return flight online via Travelcation.ca, on ********* for $2,187.62 for travel dates - Jun 11 to Jul 8, 2022. I got a confirmation email, with an itinerary indicating an outbound trip from Calgary to Harare via Frankfurt and Johannesburg, and the reverse for the inbound trip. Right until my travel date, there was no further communication received from the travel agent or the airline. Upon presenting for check-in at the *** ****** desk at Calgary airport on Jun 11, 2022, I was informed that my name did not appear on the system - and to contact my travel agent to clarify. To my utter confusion, shock and embarrassment, neither Travelcation nor ********* were willing to assist (Travelcation number ###-###-####/********* numbers ###-###-####, ************** (to no avail) and eventually answered at **************). In a nutshell, the ********* representative informed me that my ticket (e-ticket number *****************) was invalidated by the airline due to 'the travel agent not having followed the correct booking guidelines' and so I needed 'to contact the agent and have them rebook me correctly on the scheduled flight as there was still time.' Travelcation insisted that it was not their fault and that the airline ought to fix the issue and that I should be the one to deal with the airline, not themselves (Travelcation). After much ado, I could not check-in nor fly out so had to return home. I was informed by Travelcation overnight via email that I had been rebooked on a flight for the next day. When I presented at check-in, I was successfully checked in and I flew out. Upon arriving in Frankfurt, I was advised by ********* that my ticket was invalid. Travelcation denied any responsibility for getting me safely anywhere. I was now stuck in Europe. I cancelled the ticket but still haven't been refunded. I had to borrow to get myself back home on a new ticket for $3,004.

  Business response

  25/07/2022

  We have checked our records and I would like to inform you that passenger booked the flight with us going to Harare travelling on ********* airline and 4K airline. Passenger flight was cancelled by the airlines from Frankfurt to Johannesburg. We informed to the passenger about the same and we told him that not to take the flight from Calgary to Frankfurt as onward flight been cancelled and we can ask for the refund to the airlines for the complete booking or alternate option. However, passenger not agreed and said that he is going to take the flight and after that he will contact to the airlines directly at the airport for other options.
  At the airport passenger did not receive any option and asking for the refund, we have contacted the airlines and explained about the situation. ********* airlines informed us that as customer already used the first segment of the flight. Hence, full refund is not possible they offered the refund amount of 646.80 CAD.
  We are unable to comply passenger request for the full refund as we did inform the customer not to use the flight. We can only refund the amount we are received from the airline end.
  We really apologies for any inconvenience customer may have caused. We are bound with the airlines terms and conditions and work according to the fare rules. It's beyond our control and I hope you can understand the situation.
  *** **************** *************** **** * *******************

  Customer response

  27/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I disagree with the business' version of the account of events. A Travelcation male representative indeed called me on the day of travel, when I had in fact already cleared check-in and security and was at the boarding gate, to say something to the effect that 'they had not been able to rebook my ticket. When I pointed out that I did not understand what he saying, that he was getting me confused and really scared, since his message was not matching up with my reality, and explained that I had already received the rebooking email overnight; and that I had in fact already checked-in & cleared security; including that I had received a boarding pass for only the flight to Frankfurt - and been advised to obtain further boarding passes once I arrived there, from the ********* flight desk; he apologised for the confusing information and instructed me to proceed as I had been advised at check-in. If he had been clear & categorically told me not to travel/or that the 2nd booking had in fact also been cancelled, I would certainly NOT have done so. In any event, I feel I deserve to be compensated anyway for the 1st 24hr delay to my journey without any warning or explanation (even up to now), as well as for the misinformation resulting in me getting on the fateful Frankfurt flight, getting stuck there, the further cancellation of my ticket once there, and the lack of assistance whilst I was literally falling off a cliff. It's clear to me that if my ticket was cancelled without any notification or explanation, I should therefore be entitled to a full refund less the portion that I presumably travelled on a supposed invalid ticket, and without any prejudice to me. I am a victim in the whole fiasco, I did not do anything wrong. I received no further contact or communication from either Travelcation or ********* to check on my welfare or offer any assistance once my journey had stalled. ************ * *** ** ***** ******* ***** ******* ** ******* * ****** ** ************ ** ******* ** ******* ** *** ********* ******. I invite Travelcation to produce the transcript or audio of the communication that they refer to/seek to rely on in which I allegedly was informed 'not to travel and I refused'.

*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. ↩