ComplaintsforASAP Tickets

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 3 airlines tickets on Jun 17 2024, from ASAP tickets and they overwhelmed me with the convenience and pricing they offered and they would assign the seats for my tickets as soon as I purchased the tickets.Since I purchased the tickets and until today July 9 2024 and the company representative have been giving me the run around in assigning the seats and they keep telling me tomorrow and the day after and nothing is done.I decided to cancel the purchase because I am fedup with this service and will never do business with this company and want the customer to know what they advertise and promise will not happen.

  

  Business response

  07/10/2024

  Esteemed Bureau,
  
  We have looked through the issue.
  We are working with ************ and have started an internal investigation in order to reach an appropriate conclusion that would fit our Customer. 
  We thank you for bringing this complaint to our attention.

  Customer response

  07/10/2024

   
  Complaint: 21962084
  
  I am rejecting this response because: They have nearly 4 weeks to address this issue but they choose not until I filed a complaint with the BBB. I appreciate the BBB speedy process in addressing this issue. 
  
  Sincerely,
  
  *****************

  

  Business response

  07/11/2024

  Esteemed Bureau, 
  
  We have already notified our customer that an investigation was requested, to check what was discussed and agreed upon seat assignment for this reservation. As soon as we have any news or updates, we will contact the customer right away and inform them about the results. 
  
  Thank you. 

  Customer response

  07/11/2024

   
  Complaint: 21962084
  
  I am rejecting this response because: Since there is no resolution yet.
  
  Sincerely,
  
  *****************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased airline tickets to travel to *********** on Nov 20, 2023. Trip was planned for July,2024. as time got closer, i started printing and getting all the other arrangements made for the trip. come to find out that my step daughters ticket had my last name as ****. The Reservation had ****** ****, but the actual airline ticket had **************************. I reached out immediately to ASAP tickets to correct this error. They initially acted as if no issues, just a matter of contacting the corresponding airlines to correct.. After going back and forth for several weeks about this,, they continued saying they had to wait for the airlines to contact them back,, then i was asked for Selinas passport to send to the airlines and they said all would be corrected, couple weeks later, i again have to contact them and they said there would be a charge for the name change, i agreed, but they still did not have a price. then after another couple of weeks and me escalating the situation, they said it could NOT be corrected. I would need to purchase another set of flight tickets and they could request a refund. Long story short,,, they could Never correct. I had to pay an additional $3900 to Delta to have new flight arrangements made. My request is the refund of the Travel ************** policy refunded in the amount of $770.43 only. **** offered me flight arrangements for over $10,000 difference. I tried with ASAP and they also declined to refund this amount. Terrible, Terrible time dealing with them, and lastly,, they said an internal investigation agrees that there agents made no mistakes. NOT HAPPY at all with them. I had to reach out DOZENS of times to get any response. I only received emails from them and never of any value. I would like this amount returned to me as it was a service never received.

  

  Business response

  07/09/2024

  Esteemed Bureau,
  
  We understand the inconvenience and the tedious process of correcting a name on a reservation. 
  A name correction is not always possible and as an Agency we must consult the main carrier first before being able to take any action. In this case, it seems that a fee was mandatory to be paid to process the name correction and the carrier had the best alternative in order to correct the name on the reservation.
  
  In light of the passenger's request, we have processed a refund of $770.43 to the original form of payment as requested and hope this eases our dear customer's expense in correcting the name;
  This amount will reflect onto the original account used as payment within 3 - 7 days.
  
  Thank you,
  Warm regards

  Customer response

  07/09/2024

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

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a same day flight with asap tickets as it was a bearevenent emergency. our flight is connecting flight and with a return ticket. we were late with our flight with westjet going to *********. we got to airport 1 hr before flight so we were not accepted by westjet. We called asap tickets and made them aware of the situation, ****** (the agent) tried to help us however she passed the call to customer service as what she said they will tell us the next step. however when we talked to customer they dont have a clue on what our case is so we had to repeat again and we ask if there is other flights we can fly with however they said there are no flights available and cannot do anything. so we handled it our self and book the another flight to ********* to reach our connect flight when we got there *** told us our flight was cancelled. because we were a no show from the first flight( this was a lack of information which we should have been informed during our call with asap tickets) we should have not booked another flight to ********* . now they charged us so much just to rebook it which we paid another $4,457 for the rebooking and fair difference. we paid $1800 cad for another flight (diff.agent) to ********* which should have been avoided. if we were informed about the flights being cancelled due to no show.

  

  Business response

  07/09/2024

  Esteemed Bureau,

  Thank you for bringing this matter to our attention,
  We have sent the client an email with clarifications regarding their concern, and are waiting for their reply in order to move the case forward.
  We encourage the client to reply to our email from ****************************************

  Thank you

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/18/24 my wife purchased 7 tickets from an ASAP agent, *******, who on a recorded line admittedly mistakenly added insurance to each costing us over $1500 extra for said tickets. She was promised a FULL REFUND back to the payment method if upon return it was not used NOT a voucher for the charges as a credit for future travel as ITN ******* Services are offering us on their behalf. We just want what was promised to her on the phone and the company to stand behind the admitted mistake made by their representativethe FULL refund back to the credit card used for the purchase. I have been a loyal customer of ********************** since 2012 spending thousands of dollars and expect better service than what Im getting.

  

  Business response

  07/04/2024

  Esteemed Bureau,
  
  We have contacted the customer from our side and offered a solution on the following complaint. 
  We offered to the client the refund of the Travel ************ for the amount of $1,371.94 for the reservation P7J142 and as well we are assisting the client with the request of the refund for the reservation 6QG4MZ. 
  If there is any issue with the provided resolution, we suggest the Customer to either reply to this ******************** complaint, or reply to the email sent by "****************************************" in order to have the issue further evaluated. 
  
  Thank you 
  Kind Regards
  Rarity 

  Customer response

  07/08/2024

  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. The refunds given were what was expected. Thank you. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Looked online for airline tickets on Expedia etc next thing I was being called multiple times from ASAP Tickets they emailed/ texted multiple times offering me lowest possible fare. I decided to speak to them then I abandoned it as the flights they found were not correct to the dates I requested. Then after receiving an email that I fit for dates times fares They claim that they didn't charge anything for their services. I spent 4 hours on phone time trying to book a round trip ticket at a reasonable cost I ended up spending twice as much and decided to insure my purchase with their travel protection plan when it came time to booking the tickets the agent explained that they were two separate airlines and that they had to be booked separately I told him I did not wish to fly with ****** airlines that is uncomfortable for me . He told me that was the only fair available for my itinerary after 4 hours of being worn down I agreed he also told me that I didn't have to purchase the flight protection on the first flight that the second flight would cover the first flight if I purchase the protection for that I decided to purchase the most expensive level of protection for $49 it's called elite and it's supposed to cover you for any type of cancellation plus issue you were $25 voucher Plus offer travel insurance is it $200 refund at one point the representative suggested canceling the whole thing and I felt that after 4 hours of his work and my efforts that as long as I could make changes which he said that I could that I would be able to receive a refund back to my card which he said I would be safe purchase I could change later no extra charges. That is not what happened I had an oral surgery that week Tried change the flight they refused refund or any changes without additional exorbitant charges Even with medical documentation submitted it appears I lost $400 on tickets I can't use. Bait Switch! They called me multiple times agents even my work phone!

  

  Business response

  06/29/2024

  Dear Better Business Bureau,

  Thank you for bringing this issue to our attention.
  
  The complaint has been forwarded to the original travel agent. The agent will contact the customer to explain the available options within 5 business days. If the provided options will not be acceptable, we suggest the customer to either reply to this ******************** complaint, or to send an email to ****************************************, in order to have the issue further evaluated. 
  

  Thank you. 

  Customer response

  06/29/2024

   
  Complaint: 21914512
  
  I am rejecting this response because:
  They are ignoring the fact that I requested and was ensured by agent that travel  insurance would cover cancelation please kindly see their response attached. I can not fly on ****** airlines Airline credit is not acceptable and I insured this flight with Elite Travel Insurance! Only full refund is acceptable for return Flight on ******. For American Airlines it was supposed to be insured as well and I need to exchange that ticket for a later roundtrip itinerary at no extra cost.or receive full refund for cancellation because they insisted I cancel and submit medical documents before I could receive any refund or make changes. They insist on pay more to change even with medical and they are not refunding nor changing without extra cost to me! I was relieved by Agent who booked the flight as two separate flights when it was supposed to be roundtrip and insured as such. **** has stated they are reviewing transcript of the cooking and are investigating. This is still bait and switch I have lost money and they demand more.

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

  

  Business response

  07/05/2024

  Dear Better Business Bureau,

  The Customer has been provided with all the necessary information regarding her insurance and instructions on how to file a claim with our Insurance Partner for a refund due to medical circumstances. The Insurance Partner will review the request and determine the Client's eligibility for a refund. From our agency's side, we are currently evaluating a possible reimbursement for the Customer's second reservation.
  
  If any additional information is needed, please do let us know.

  Thank you.

  Customer response

  07/09/2024

   
  Complaint: 21914512
  
  I am rejecting this response because: *******/Surego cant find my policy . I will close when I receive full refund.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was advised from ASAP Tickets representative ***** that I would receive a partial refund of $500.00 plus dollars. Then another representative responded saying that i'd receive the balance lessor of $400.00. Yet neither party has provided a refund or proof of their policy even exists. Plus, I was offered a refund from ASAP Tickets official staff, which I believe that they should honor. Please reference the below screenshot.

  

  Business response

  07/02/2024

  Dear ******** Bureau,
  
  Thank you for bringing this issue to our attention.

  Upon investigating the customer's concern, we found that our agent offered  $500.00 refund contingent upon the activation of our Travel ************ product. This service enables refunds, even for non-refundable tickets, in accordance with fare rules.
  
  Regrettably, our records indicate that the Travel ************ was not activated, thereby rendering the refund impossible in this instance.
  
  Had the customer opted for our all-included ********************** ************ plan, she would have been eligible for 75% monetary refund.

  Thank you,

  Best regards

   

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 30th we contacted ASAP Tickets to purchase four tickets round trip. June 19th I called 72 hours before our flight to confirm the reservations. Well June 21st is now here I am currently in my vehicle driving back home with my family because for some reason our tickets were never reserved. The representative on the phone gave the customer service supervisor at the airport 5 to 6 different confirmatio/:reservation codes. None worked.. 2 hours later and 30 minutes before our flight it magically on the screen appeared the catch.. the payment was never processed!!! The money was pulled from our account may 30th. Now we booked another flight not through a third party website this time and had to make a hard financial decision to push our flight two days from today and spend an extra 1500$. This company is trash, do not trust them!!! We are asking for a refund and compensation. UDay and this company need to refund us our money and compensate us for all the money we lost tonight, a total of 3k was lost

  

  Business response

  06/26/2024

  Esteemed Bureau,
  
  We have looked through the issue and unfortunately were to able to provide a resolution yet due to the complicated nature of the problem.
  We are working with the client and with the airline in order investigate the issue and in order to reach an appropriate conclusion that would fit our Customer. 
  The client informed us that the airline was not able to locate their ticket due to no payment, however from our end the payment was done, therefore we have reached the airline in order to check from their side these transactions.
  We thank you for bringing this complaint to our attention, please note that we will update the client once the investigation from the airline side will be available.
  
  Thank you 
  Kind Regards
  Rarity 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company continues to call me even though I requested they remove me from their database. Its to the point of harassment.

  

  Business response

  06/19/2024

  Esteemed Bureau
  Good day!
  We have contacted the passenger directly and we will work on this case. 
  If there is any issue with the provided resolution, we suggest the customer to either reply to this ******************** complaint, or to send an email to **************************************** , in order to have the issue further evaluated. 
  Thank you. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction: 02/04/24 Amount of Money Paid to Business: $4,796.20 ASAP Tickets committed to providing 2 tickets from the U.S.A. to the ************The nature of the dispute is that ASAP Tickets has failed to provide one of two tickets that I have purchased from them, the ticket in question was voided and revoked by Philippines Airlines. Attention BBB, my name is *******************************, my son and I have been planning to travel to the *********** this summer to visit family. I purchased my plane tickets through ASAP Tickets for this trip on 02/06/24. After purchasing my tickets, a month later I started receiving various emails from ASAP Tickets about a change in my original flight itinerary that Philippines Airlines provided. The change in my flight itinerary was changed for my son, the flight itinerary was then changed for me. This became a regular occurrence over the next month. I later received an email from ASAP Tickets that the airline could find another flight option for my son and me after our itineraries kept getting changed for some reason. I requested that an ASAP agent would resolve this issue, and find us another flight option. After much waiting our tickets were exchanged and we were back on track for a departure date of 05/06/24. Further into May our flight itinerary was changed again but did not affect our departure date. I did not receive confirmation of our tickets and flights until a week before departure. Upon arriving at *********** on 05/05/24 we were informed by a Delta agent that my son could not get a boarding pass from ATL to *** and that he had no boarding pass for the whole trip. I contacted ASAP to resolve the problem, they were trying to resolve the issue but could not resolve it. Various ASAP agents kept reassuring me that my son's boarding pass was in the system but it turned out not to be. We missed our flight from ATL to LAX and were not happy about the outcome, we later found my son's ticket was revoked by Philippines Airlines.

  

  Business response

  06/19/2024

  Esteemed Bureau,
  
  The passenger had two ticketed reservations prepared for departure the itineraries and e-tickets of which are present within the complaint. The tickets were valid for usage as the receipts included within the complaint were sent by the operating carrier who offers the services on-board. Both reservations have not been utilized and were set as a No-Show by the Airline meaning that subsequent refunds are subject to fare rules of the Airline with additional cost in case of a desired exchange or refund.
  
  We will be investigating the issue further in order to clarify if perhaps the Carrier themselves committed a mistake.
  
  Warm regards,
  Thank you

  Customer response

  06/28/2024

   
  Complaint: 21862553
  
  I am rejecting this response because: It is absolutely untrue that my son and I were no shows. We had and presented at the counter PRINTED COPIES of our tickets and I had purchased trip insurance for those tickets. I purchased these tickets through ASAP. The flight was to leave at 7am. My husband dropped us at the waiting area at 4am. The counter did not open until 5am. When we showed our tickets to the Delta representative at the counter she told us that I had only a ticket listed for ******* to *********** and not on to *********** and that my son had no tickets at all. This should involve Delta as well. I bought Ticket Protection as well as the tickets through ASAP. The agent told me the ticket protection would pay me $1,000.00 per day if my flight was unavailable for some reason. I was not in the wrong here at all. All it want is my original purchase price refunded immediately, although I incurred considerable extra expense travelling to and from the airport and staying nearby in order to be at the airport early in the morning.
  
  Sincerely,
  
  *******************************

  

  Business response

  06/30/2024

  Esteemed Bureau,
  
  We're attempting to establish contact with Philippine Airlines (The main carrier) to request a refund on this reservation. At the moment, on a technical level, it is yet unknown if there was any fault of the Airline in this situation, however we are investigating the issue. We are unable to provide compensation until a clear fault of the Airline is found in this scenario, therefore we request more time to finalize this issue.
  
  Due to multiple Airlines' involvement, this resolution may take a little longer than expected.
  
  Warm regards,
  Thank you

  Customer response

  07/03/2024

   
  Complaint: 21862553
  
  I am rejecting this response because:

  Ref: Complaint **********
  Reply to BBB reference **** ticket refund.
  I have to say once more that I was told when I bought the two airline tickets for myself and my son in February 2024 that there was insurance included that would pay me if for some reason we did not make the flight. I was told this by the **** associate *****, whose phone number was ************. Beginning when we discovered at the airport that there were no tickets for my son and only one ticket just from ******* to *********** for me, I attempted to get this resolved by phone and was given the runaround at every turn. People at **** were telling me they would call me back, but not returning my calls, and ultimately just not answering. This went on for days. I can only assume that my phone number had been put in as do not answer at that point. This agency has treated me in an extremely unprofessional manner. The previous response in which **** stated that we were no shows is a lie. The boarding pass for the one ticket that was available at the Delta counter shows that we were there and ready for our flight. The other tickets that I had paid for were not found in the system. I have attached a picture of that one boarding pass as proof we showed up for our flight. Also, the person who drove us to the airport witnessed that we arrived at 4am and were there at the Delta counter when they opened at 5am. I have already sent you attachments of the printed ticket confirmations that we had received a couple of days prior to coming to the airport. **** is asking for more time to determine who is at fault in the matter. Absolutely unequivocally I am not the party at fault. **** is responsible, pure and simple. For **** not to refund my purchase price is the same as stealing my money. It is fraud. The alleged inability of **** to figure out which airline caused the problem is between **** and those airlines, not between me and ****. I am a widow working in home care as a Nursing Assistant taking care of senior citizens, a job that does not pay very well. I'm responsible for my son who is in college, which is a lot of expense. We cannot now take off work and school again until next year to fly back home and see our family, one of whom is 90 years old now. The almost $4,800.00 I paid for those tickets is a lot of money to us. It is past time for **** to quit stalling and refund my money. They can take as long as they need to discover if the mistake was somehow the fault of one of the airlines, and they can then recover the money from that airline. But I paid my money in good faith for tickets **** promised but did not deliver. They should refund my $4,796.20 without further delay!
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called ASAP perhaps2 weeks ago about a flight to *******. I subsequently told them I wasn't interested and could not go. Yet they continue to call, text and email. Photos attached are some but not all of their contacts-all different numbers, all different names. I have told them to not contact me again. It doesn't stop.

  

  Business response

  06/15/2024

  Esteemed Bureau,

  We contacted the customer in order to reconfirm the contact details and removed email and phone number from the system upon Miss *******'s confirmation.

  Thank you for bringing this matter to our attention!

   

*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. ↩