ComplaintsforGoway Travel

• Initial Complaint

  31/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Goway Travel arranged three nights accommodation in the ****** ***** ********** [Italy] Apartment **********. This was a portion of the tour we booked - Goway reference #****** for ******** * ****** *****. Our travel agent was ****** *********. We viwed the link ****** provided on May 24th and liked the apartment. But because there was no disclosure about how to access the property, we were unaware, until we arrived at the property on September 9th of how difficult it was to access. ****** *** ******** *****. We counted over 100 "steps", there was no handrail and no lights. We did try to make the climb, however due to safety concerns we needed to stop. If we had been told about this situation when ****** suggested it we never would have agreed to stay there. Because we could not access the property we were without a place to stay. Goway staff attempted to assist, but had no alternative accommodation. It was ***** who was finally able to secure an accommodation. We asked Goway for reimbursement for the cost of the apartment we were unable to access. Has the business tried to resolve the dispute? No - Goway refused to accept responsibility. President ***** ***** hasn’t responded to us. ****** and her manager ****** ***** claimed that "all documents were provided prior to your departure". That's not true. We did receive a detailed description of the apartment itself from ****** back on May 24th. But there was no indication of the need to walk up those difficult, unsafe steps. And that's all we knew about the apartment until we arrived in Florence, since final details and access code weren't sent until 72 hours prior to check in. Thus we didn't realize what the situation was until we were in Monterosso, when we got confirmation of the address and the access code. Goway later said “we should have reviewed the properties”, however we couldn’t review access to the property since they never indicated what access entailed.

  Business response

  07/11/2023

  Dear *****, 
  
  we did indeed arranged your trip to Italy, that included three nights in Monterosso (****** *****) at the  ****** ***** ********* **********.  
  Our agents always work closely with our clients in the booking process, this includes advising clients of properties that we can recommend and preparing clients to our best abilities for the unique destination they are going to experience.
  We always ask our clients, alongside what we can recommend,  to review the properties we suggest. We do not encourage anyone to just blindly book with us, with no review of the suggested itinerary.  
  You had ample time to research the property  before agreeing to book it. 
  It is quite clear that when you research the suggested property, even if is just searching via ******, various travel  platforms and their reviews about the property indicate that, as per the destination’s commonly known steep and rocky nature, the property has a fair amount of stairs to enter. 
  Just typing the name of property as it was stated on our multiple  documents,  we had sent you through-out the process, would yield search results indicating this. 
  At no point during the quoting process, were we advised of a potentially subpar physical fitness. This information would have been helpful and we most definitely would have considered this when choosing the properties selected for you, as we understand that it was crucial information. 
  As per out terms and conditions, that may I remind you, you signed off when making payment over our booking form, the itinerary is non-refundable 30 days prior to departure and when in destination. 
  Upon receiving your call when the issue became apparent in destination, we did our best to assist you with  finding a new property, however  the destination itself has limited availability (it’s a very small town as you are aware)  and you weren’t willing to have us book a new property at your own expense. 
  We kindly reminded you that the existing booked property is non-refundable, as we would have paid the vendor from our end already.  
  You chose to aboard the process and to check yourself into a new property, as this was faster ad hoc to get you into a new accommodation, knowing there would be no refund coming forward from the original property.  
  Therefore we unfortunately are unable to provide a refund for you. 
  
  Sincerely, 
  Jenn M.  . Senior Manager, Client Experience - Goway Travel
  
  

  Customer response

  13/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  At the time we agreed to rent the property in  Monterosso Goway failed to disclose how difficult it would be to access the property.  They have continuously neglected to take responsibility for that failure to disclose.  The response from Goway contains several errors. We, in fact, did review the property Goway suggested to us.  We did notice the stairs required to walk into the property (it was on the second floor) and they did not appear to be an issue. However, that clip did not reveal the lengthy and steep climb up the hill required to reach the property. Since that clip was in daylight the lack of lighting was not evident.  That clip showed the "stairs" at the very top of the climb up the hill, but, once again, there was no way to determine how long and steep the climb was to reach the "stairs" shown in the clip at the entrance to the property. We are not in subpar physical condition, (on a regular basis we both walk 4-5 or more miles a day) , however, the climb would be problematic for anyone, especially with luggage. (Altido did send us an appropriate video – but we were already there, so it was too late.)  We did ask Goway when we called from Monterosso to find us an alternative property – but they had none available and as it got later and later in the day with no  options from Goway  we had to find accommodations  on our own or risk having nowhere to spend the night. We are still requesting our refund.
  
  Sincerely,
  
  ***** ***** * ******** *****

• Initial Complaint

  10/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction: 6/4/2023 Amount to be refund: $752.80 Type of business: travel agency Nature of dispute: I am writing to seek assistance in resolving a serious issue I am facing with Goway Travel. I booked a trip with Goway Travel to Thailand from 6/4/23-6/19/23, for which I paid a total of $752.80. However, I have encountered significant difficulties and discrepancies in obtaining the promised refund due to Goway's lack of attention and negligence. The problem arose when Goway provided the inccorect name of the passenger on the ticket. As a result of their error, the passenger was unable to use the ticket and was forced to purchase and additional ticket to be able to travel. I immediately contacted Goway customer support, but their responses have been unhelpful and unsuccessful in resolving the issue. To exacerbate the situation, I had also purchased travel insurance through Goway, which should have provided coverage for this type of situation. However, despite filing a refund claim with Claim#******* for Goway Thailand Trip Ref#******, I have not received the full refund as promised, nor have I had and meaningful communication with the company regarding the matter. I have made multiple attempts to reach out to Goway via email and phone, but all my efforts seem to be in vain. This has caused me significant financial and emotional stress, and I am left feeling frustrated and ignored by the company. I kindly request the Better Business Bureau's intervention in this matter. I am seeking a full refund of $752.80 from Goway Travel and appropriate compensation for the inconvenience caused. I believe that their lack of attention and negligence has resulted in significant financial loss on my part, and I deserve prompt resolution. Enclosed are copies of all relevant documentations, including receipts, communication records, and the travel insurance details for your reference. I appreciate your attention to this matter. I can be reached at ************.

  Business response

  22/08/2023

  To whom it my concern (in response to passenger Ms. ********* ***),
  
  My name is David Z., and I am the Vice President of Client Experience with Goway Travel. Thank you for reaching out and for allowing us to address this issue. Please allow me to state some facts of the situation.
  
  Between the dates of September 23, 2022 and October 4th, 2022, the Goway Destination Specialist working with your travel agent, sent 12 versions of your itinerary to your travel agent for review. On November 22nd, the Goway Destination Specialist also sent this email (see below) to your travel agent for approval of all of your required personal information including the details of your flight, specifically the flight information and naming for the passenger flying from Indianapolis to Los Angeles on the afternoon of June 4th, 2023.
  

  ------------------------------------------

  From: ******* ******
  Sent: Tuesday, November 22, 2022 10:49 AM
  To: '***** *******' <********************@*****.com>
  Subject: RE: {External} Thailand ******
  
  Good Morning *****,
  
  Hope you are keeping well.
  
  I am processing the booking. Please note flights are non-refundable.
  Check all the names before I get the flights issued as name change will be subject to penalty.
  
  ************* MS   2.************* ****** MS
    3.********** ***** MS   4.*********** ******* MR
    5  ** *** * ***** * ****** ***  **** ****  07JUN 
    6  ****** * ***** * ****** ***  **** ****  07JUN 
    8  ****** * ***** * ****** ***  **** ****  18JUN 
    9  ** *** * ***** * ****** ***  **** ****  18JUN 
  
  From IND to LAX
  ********** ***** MS
    2  AA1462 G 04JUN 7 INDLAX HK1  1630 1748  04JUN  E  AA/UNWBVV
    3  AA2332 S 19JUN 1 LAXIND HK1  1030 1736  19JUN  E  AA/UNWBVV
  
  Feel free to contact if you have any questions.
  
  Regards,
  Sarbjit Athwal  . Destination Specialist – Asia - Goway Travel
  

  -----------------------------------------------------------

  There was no discrepancy or concern expressed to Goway Travel on by anyone any of the above aforementioned flight information in response to the email we sent as shown above. As a result, your flights were therefore booked and ticketed as is.
  
  Then on November 24th, 2022, between the hours of 12:12 pm ET and 3:55 pm ET, four (4) copies of the booking status document for your travels were also sent to your travel agent.
  
  Again, there was never any mention that you, ********* ***, were the one flying from IND to LAX, and not Ms. You Chang Nhiayi on June 4th, 2023 (and back to IND on June 19th).
  
  If there was a concern with the passenger flying from Indianapolis to Los Angeles (i.e. it was not Ms. You Chang Nhiayi flying from IND to LAX) , then this should have been flagged and noted/corrected seven (7) months before your departure on November 22nd. Not on June 4th when you were preparing for your departure.
  
  As a result, we now know that you had to purchase new flights from IND to LAX, at your expense.
  
  Here was the email conversation that we had with your travel agent on June 4th, 2023, about the issue as Goway Travel Customer Service scrambled alongside our Air team to book you a new flight from IND to LAX.
  
  Of course, travel insurance will not cover this situation as this is not an insurable claim. This was a fully preventable issue, that is also not the fault of the insurance company or the airline. Either way, Goway Travel has absolutely no bearing or say on what is and what isn’t covered by an insurance claim.
  

  --------------------------------------

  
  From: Robin Fischer <********************@*****.com>
  Sent: Sunday, June 4, 2023 12:10 AM
  To: Goway Travel Customer Service
  Subject: {External} Re: {External} Re: {External} Re: {External} Thailand trip
  
  
  Thank you
  
  Sent from ***** Mail for iPhone
  
  
  From: Goway Travel Customer Service
  Sent: Sunday, June 4, 2023 12:03 AM
  To: '***** *******' <********************@*****.com>; Goway Travel Customer Service
  Subject: RE: {External} Re: {External} Re: {External} Thailand trip
  
  Hi Robin,
  
  We can’t guarantee this will be covered but we can check it as well with your Destination Specialist once they are back in the office on Monday morning.
  
  
  Regards,
  
  Princess Ericka G. Dimaapi - Customer Success Manager 1, Client Experience – Goway Travel
  e:[email protected] | w: www.goway.com| t: 800.387.8850 – Press 2 After Hours
  
  From: ***** ******* <********************@*****.com>
  Sent: Saturday, June 3, 2023 11:59 PM
  To: Goway Travel Customer Service <[email protected]>
  Subject: {External} Re: {External} Re: {External} Thailand trip
  
  Ok but she has insurance will that cover it?!
  
  
  From: Goway Travel Customer Service <[email protected]>
  Sent: Saturday, June 3, 2023 11:47 PM
  To: '***** *******' <********************@*****.com>; Goway Travel Customer Service <[email protected]>
  Subject: RE: {External} Re: {External} Thailand trip
  
  Hi Robin,
  
  Our Air Team spoke with the airline about this. Please see below for full details:
  
  Just got off the phone with the airline. Since the ticket is for a totally different person, we were advised that tickets are non-transferrable. This means we have to make a whole new reservation for the correct passenger.
  
  Please be advised as well that below ticket is non-refundable but can be used as a travel credit for ********** ***** MS. Credit must be used up until November 22nd this year (5 months left).
  
  TKT-0017843859569 RCI- 1A LOC-4V3BMU
  OD-INDIND SI- FCMI-0 POI-LAX DOI-22NOV22 IOI-05669893
  1.********** ***** MS ADT ST
  1 OIND AA1462 G 04JUN1950 OK GUAHZNN1 C NO
  2 OLAX AA2332 S 19JUN1149 OK SUFHZNN1 O 09JUN NO
  IND
  
  There is still available flight for tomorrow – June 4th, same flight with 0 baggage as ticketed before.
  
  $812.80 + CC fee (4% for VI/CA/DS | 5% for AX)
  
  1 AA1462 V 04JUN 7 INDLAX DK1 750P 904P 04JUN E 0 738 F
  2 AA2332 L 19JUN 1 LAXIND DK1 1149A 659P 19JUN E 0 738 F
  
  Fares are subject to change without prior notice.
  
  We sincerely apologize for the inconvenience. We will also check with your Destination Specialist on what transpired to this reservation.
  
  May we please know how you would like to proceed?
  
  We remain at your disposal.
  
  Thank you!
  
  
  Regards,
  
  Princess Ericka G. Dimaapi - Customer Success Manager 1, Client Experience – Goway Travel
  e:[email protected] | w: www.goway.com| t: 800.387.8850 – Press 2 After Hours
  

  -----------------------------------------------------------------------------------------------------

  
  Goway Travel sympathizes for what you went through, however Goway Travel is not at fault here, nor do we have any liability in the recovery of the money that you are out of pocket.
  
  We suggest you speak with your travel agent through this concern to seek a resolution.
  
  Sincerely,
  David Zolis

• Initial Complaint

  16/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Found a flight deal on ********* and wanted to purchase it the next day before making a final decision. "Pay 30$ to reserve your flights - guaranteed!" It said on their site. I paid the 30$ to hold it for 24 hours. Before confirming the flight I needed to find out the cost of flying my dog with us as well- I called their customer service line twice with no response. keep in mind this number was labeled as TOLL FREE from Canada. Hours later I received a notification from my phone provider, saying that I spent 15$ in long distance charges! Not only that, but while I was in a chat with a customer service rep on their site (who was barely answering) she just told me that the flight was canceled... I didn't receive an email confirmation or anything. I told her in this case I should receive the 30$ Non refundable deposit back since the cancellation happened on their end. No response. ***********************************************************

  Business response

  20/07/2022

  Business Response /* (1000, 18, 2022/07/06) */ Good day **********. Thank you for sharing your concerns with us. Please note that this concern is in regards to your ************* flight booking. I have conducted a review internally with our ********* managers, and they have outlined to me that clarity on what happened here was provided to you within hours of your booking. This issue has long since been resolved, so I am unclear as to why this matter is still being presented to us via the BBB. To reiterate for clarity and to bring conclusion on this matter for all involved, your flight tickets were never issued, as it was invalid fare at the time you were making your reservation online. As per the note I see on your file in our reservation system, you were informed of this within 6 hours of the reservation being made, via email (to your ********* email address). The $30 was already refunded to you as well at that time (shortly after the reservation was attempted). Please note that ************ terms and conditions are outlined here which explains the costs and fee's involved in making a reservation with them - https://www.farestore.com/static/terms-and-conditions For all intents and purpose, from our perspective, this matter was long ago resolved. Yours 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. ↩