ComplaintsforASAP Tickets

• Initial Complaint

  07/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** is refusing to refund us for tickets purchased on March 8, 2024 for three passengers at $4,437.20; ITN confirmation number W0F2X6; departure date June 8, 2024; and return date July 9, 2024. **** agent, ****** S even pushed us to purchase the Travel ************* confirmation number *******, at USD ****** to protect the trip. on June 8, 2024, the ***** Airlines refused to checkin Tendai citing the need for Electronic Travel Authorization (***) for transiting through *****. We explained to the ***** Airlines crew at the service desk that an *** was not required for a 3 hour transit in ***** but they insisted it was required and would not checkin in ******. We eventually started the lengthy *** application at the airport, paid the *** fees, but had to wait for *** confirmation and approval. We asked ***** Airline if we could be checked in, but they refused insisting that they wanted to see approval confirmation. At 7:00am EST we asked the ***** staff if we could be moved to the next flight in case, we couldnt get the confirmation on time, and they directed us to talk to the travel agent. ****** reached out to **** agents, and she was told that they would work that out and would call back with flight details in 15 minutes. Nobody called back! We did get the *** approvals (A00666979, A21391352, and A00666980) after 8:30am EST and ****** called the **** agents again and by then they had changed their tune from were getting you into the next flight to we will rebook. Tendai and the kids ended up missing the flight and **** per their Travel ************* which we paid extra for, could not arrange to rebook into the next flight. For 47 days, we have being trying to get the refund and **** is refusing to refund us back.

  

  Business response

  07/30/2024

  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.  

  Customer response

  07/31/2024

   
  Complaint: 22054402
  
  I am rejecting this response because:
  ASAP keeps asking for information I provided already. They wanted information to show that an ETA, which ***** used as an an excuse not to check-in my wife and kids, was required for a 3hr transit in *****. I provided an excerpt on ETA exemptions obtained from the ************* of the ********** ******** of Interior and ************************ **************** for Immigration and ***************** **** section; subsection **** & ********* Services. Listed on number 6 that " All passengers in transit through ***** arriving and leaving by the same aircraft or transferring to another aircraft and who do not leave the precincts of Airports" " are exempt from obtaining the Electronic Travel Authorisation (eTA)". I also attached here a response obtained from ******** an agent from ***** eTA stating the same.

  I feel and have expressed to ASAP that they wasting valuable time asking for information already provided while withholding my money since March 2024. 
  Sincerely,
  
  *************

  

  Business response

  08/01/2024

  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.  

  Customer response

  08/04/2024

   
  Complaint: 22054402
  
  I am rejecting this response because: ASAP has been using these delay tactics since June 9, 2024. I need my refund back.

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

• Initial Complaint

  07/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  April of 2024 I bought plane tickets for my family to the ***********, I have a new born baby and on the babys passport the middle name just had the letter B, but on her passport but on the ticket the name was spelled out, so ASAPtickets said this was a mistake, and had to cancel the ticket, ok I offered to pay for a new ticket they said I could not do that, so I waited for them to fix the problem, after a month of waiting and them doing nothing I had to buy new tickets elsewhere, and cancel my tickets with asap. At first they said it would take 2 billing cycles for me to get my money back so I waited, nothing, so I called up to see what was going on, then they said I never canceled the tickets because I didnt fill out a form which I was never told about anyway I then filled out the form to get my refund, and nothing again, so I called up again to find out whats the problem now, they want me to pay up front over $1300.00 in penalty fees before they give me my refund, I do not trust this company first of all and they are already Stealing over $3500.00 from me, why would I send them more money. I feel my penalties are way to high, because I didnt want to cancel the tickets I had no choice because they could not fix the babys middle name and the big thing here is the baby didnt even have a plane seat, the baby was going to be on my wifes lap

  

  Business response

  07/31/2024

  Esteemed Bureau,
  
  We have looked through the issue and contacted the passenger. 
  The client is looking for the refund on the following reservation, we have provided the refund breakdown to the client, explaining the penalties which must be charged in order for us to be able to request the refund from the airline. 
  Passenger agreed with the penalties and we are working at this moment with the airline to process the refund. 
  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

  08/01/2024

   
  Complaint: 22052519
  
  I am rejecting this response because:      they are charging me $250 $250 and $200 and also fees for canceling the tickets which come out to over $1300. this is robbery.  I have canceled the tickets a month before the scheduled flight, the $250 per ticket is a penalty fee for no show, they are trying to say I never canceled the tickets which is a lie. I have spoke to an agent and he checked the transcripts and conceded that I did in fact cancel the tickets. I have no problem with just the normal cancelation fees, even though all this is their fault, because they could not fix my baby daughters middle name, I waited over a month for them to fix said ticket and they did nothing every day I waited the price of the tickets were going up up as it is I already paid over a thousand for the new tickets this is so not fair to me. ASAP should refund me every *****
  
  Sincerely,
  
  *****************

  

  Business response

  08/08/2024

  Dear Esteemed Bureau,

  Hope this email finds you well. 
  We have reached the client and tried to assist with the refund, however the client is not amenable to be charged no show fees. 
  The no show was assign to the passenger reservation due to the fact  that there was no confirmation provided from the client's side regarding the cancellation of the seats.
  Please note that without passenger confirmation we are unable to issue the refund to the passenger. 
  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 "****************************************'' order to have the issue further evaluated. 
  
  Thank you 
  Kind ****************************************** Team

  Customer response

  08/08/2024

   
  Complaint: 22052519
  
  I am rejecting this response because:
  
  Sincerely,   As I stated in my original complaint, when I told the agent I had to cancel the tickets, he stated I had to wait two billing cycles before I would receive my refund, so I waited, now asaptickets is stating I did not respond,  I didn't thick I had to respond, I was waiting on my refund. and  they have never returned any of my calls, however I was always told I would receive a call back but never did,  then I was told that my tickets could not be canceled, because I did not fill out a form however I was never told about this form.  I was told about this form after I waited the two billing cycles, and was wondering where my payment was.  ASAP tickets forced me into canceling said tickets by doing nothing to fix my daughters middle name on the ticket. the only time I got a call back was after I filed this complaint, and when I did, get a call back,  I was told I did not have to pay my penalty fees upfront before I would received my refund. 

  
  *****************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of the transaction was hereby presented . Purchased a flight for $1572 which was canceled and an exchange was issued by the airlines or ASAP not sure. They would not refund since they claim the transaction was duly done which in my opinion was not. Si for 1 month they have been trying to overcharge me for the same flight even if done by UNITED. Please see documents attached by their own staff and by ****** Airlines as well . You have documents that basically describe the deal but for 30 days I have not been able to exchange my flight. Every day that passes the rates go up. So I decided to see if BBB can help me. Bottom line after debating I accepted the exchange. I have submitted flights for their perusal and they cleverly respond with an increase in price that as of yet i will not accept. This is as a response to flights I have researched myself and have submitted numerous flights so we can do the exchange and as of yet they have not complied. The person in charge has never assisted me in booking a replacement flight and they do not call back. Their email thread is about 40 pages always responding to my queries after 10PM. Seems they must have a different time zone. I hope we can get them to call or at least use one the flights picked even by their staff so we can exchange and I can finish my travels for the year. I am a disabled person ex military man and still work. Also a senior citizen of 69 years of age. All I want is a ticket with no additional cost involved ASAP , Or maybe a person in charge of this **** to. assist by making a call and finding a replacement flight. for me Please!! Not much to ask.

  

  Business response

  07/24/2024

  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

  07/29/2024

   
  Complaint: 22032756
  
  I am rejecting this response because:

  We have spoken on several occasions and his responses are positive but he does generate  the work in a timely manner. He was supposed to bring 2 weeks ago the cabinets and plumbing fixtures. He has not completed the attic insulation, has not paid balance on work done by our employee as agreed. Has not inspected the casita and finish it, to our agreed discussion. There are several issues with this like finishing all the casita interior, installing hardware in cabinets and drawer in bar unit plus finishing of the pocket doors. We had discussed alternatives for this but he never gets the job done in a timely manner creating trust issues as we move along. We are also missing 2 cabinets with accessories in the bathroom but one of the major items is the Pergola on the back of the casita. I am retired, disabled 69 year old veteran that has downsized his style of living and this is my main home. I really don't appreciate his efforts to get the job completed especially when this has been going on for close to 2 years to get it done. I want to trust people. BBB has provided 5 days and he has not answered. I hope his response is a positive one to our situation and we can close this. We need for him to give us satisfaction and completion of this job for the next 10 days. Hopefully prior to August 13th. Can he or will he comply???
  . 
  Sincerely,
  
  *************************

  

  Business response

  07/30/2024

  Esteemed Bureau,
  
  We have looked through the issue.
  
  As per checking, we can see that the customer's issue is not related to our *******************************************, since from our end the customer was successfully assisted and ticket exchanged. 
  
  We thank you for bringing this complaint to our attention.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the below ticket, as well as travel insurance. I cancelled it, and requested a refund.ITN Reservation number: P6NGQM Passenger Names: *****/******************* TICKET # 297 7954 ****** Departure Date: 04JAN2024 Routing: JFK-BKK I got this email on April 29:We have canceled your reservation and processed request for the refund of your tickets.The total amount of the refund is ******* USD and it will be posted back to the original form of payment. Please allow 2 to 8 weeks for the funds to appear on the bank account.I've followed up at least 6 times. They refused to research the transaction, telling me the funds would arrive within a couple months. Now, today, they finally told me that the refund was issued on May 20. I have checked with my bank twice, the funds are not there. I really need this money. I cancelled the flight in December. This is beginning to feel more fraudulent than merely incompetent.

  

  Business response

  07/24/2024

  Dear Esteemed Bureau
  
  
  Greetings,
  
  Our records indicate that the refund was finalized per customer's request. The amount of $1,028.25  was processed to the original form of payment (****2041) on 29/APR/24. The funds should have reached the customer's account within 2-5 business days after the mentioned date. 
  The passenger was provided with the *** code, in order to check the transaction with his bank.
  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

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This dispute is regarding an airline ticket I purchased on April 14th 2023, on *************** from *******, ******* to *****, *****. The date of the ticket was for May 14th of that year until October 21st. I paid $1,480.20 for the ticket, which I had paid insurance for. And unfortunately on May 13th, I was admitted to the hospital due to my severe chest pain and was advised not to take the plane ride the next day due to my coronary heart disease. I was not cleared by the cardiologist to fly until May 22nd 2023. Thusly, I was not able to take the plane on the 14th of May. After that I faxed my Emergency Discharge instructions, as well as my cardiologist clearance to ASAP Tickets. Whom had advised me to send it to them. I was also asked to submit a letter from my primary care physician, that needed to include a header and the doctor's ********** which I also provided. Unfortunately my request for a refund or booking a new free trip was denied. I was very disappointed, after providing them with everything that they had requested from me. I even spoke with *************** about my issue, and they advised me to go back to ASAP Tickets since they were the company I had purchased from. I was unable to follow up with them due to the fact that i was out of the country and not feeling well. They ended up giving me a voucher of $670.16. In February of 2024, I came back to the states and I found a voicemail from ASAP Tickets, that they are moving on with my dispute and gave me no expiration date for my voucher. I called ASAP Tickets in May of 2024 and asked for my voucher and they kept telling me that there was no voucher under my name or that the had sent it to the dispute department. Then in June of 2024, they had told me that the voucher had expired. Finally, I would like BBB to seek the right decision about my situation. As someone who was admitted to the ** with heart disease who couldn't fly the next day or call ASAP Tickets and let them know. Now I need a full refund

  

  Business response

  07/29/2024

  Dear Bureau,

  Unfortunately the requested option can not be provided to the client in this case,  since the reservation have expired status after 13 Apr 2024.

  Last time we were working on it in 2023, but the passenger disagreed to cooperate with us. 

  Therefore, we are proceeding to close this case from our side.
  
  

• Initial Complaint

  07/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sept 2023 paid over $2300 for 2-flight tickets *** to **** ***********.. Airline kept changing date and times. We processed refund and **** received from ******* airlines. They refuse to send money to us. **** reps keep sending emails last 3 months requesting bank details and waiver letter (attached). Each new employee each time ask same retorical information. We keep pleading for refund and they disregard. Multiple calks since January and multiple emails til july today no action no money!!!! Avoid this company at all costs pleade help

  

  Business response

  07/22/2024

  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.

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a flight from ************ ******* to ****** *********** on mid February, 2024 with sales agent named Pepperrone. Before I agreed to pay for the plane tickets for me and my daughter I specifically told her that Im flying to *********** with my four pet parrots because Im moving. So I asked her to book me a flight with an airline that accommodates pet birds on the plane. So she found delta airlines and ASIANA airlines for July 31, 2024. ***** airlines from ************ ** to **, then ASIANA Airlines from ** to **********, then **** ***** to ****** ***********. So I then paid for it. She told me that with delta airlines 2 pet birds can go in the cabin with me and my daughters and 2 pet birds can go in the cargo hold. Same thing with ASIANA airlines. I booked the tickets on that day. Just 3 weeks ago, I called delta airlines to book my 4 pet parrots and the I found out that I can only bring 2 pet birds in the cabin with me and my daughter. ***** doesnt allow pets in the cargo hold. Which means Id have to leave my beloved 2 pet parrots behind. Which Ill never do.So then, I called ASAP TICKETS the same day to complain about the issue. ******* from complaints **** first told me theres nothing much she can do, its either I take the flight on July 31 with two of my parrots or she can give me a 400 dollars refund. I didnt agree.On her second email she offered me 2K for a refund. I didnt agree. So then she emailed me again on July 19 @ 7:58am stating that she offers me a full refund but then Id have to let her know. I did email her back right away. Have not heard from her ever since. She had not processed my refund so far.

  

  Business response

  07/22/2024

  Esteemed Bureau,
  
  We have looked through the issue and took full responsibility for the misunderstanding occurred.
  We would like to inform you that a full refund was already processed from our end. 
  
  We thank you for bringing this complaint to our attention.

• Initial Complaint

  07/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have booked air tickets through asaptickets.Since then, even though I did not sign up and have called and promised not to receive marketing emails anymore, asaptickets have not stopped doing so. Asaptickets continue to send emails through different email addresses as I blocked other email addresses they previously used.I paid the right amount for their tickets. I only provided my email for the purpose of a particular flight booking and have asked to be taken off and deleted from their marketing list and their database.Please, I just want asaptickets to stop emailing me and that asaptickets delete my email and all of my other informations from their database. I did not or at least do not remember giving them permission to do that.Thank you!

  

  Business response

  07/15/2024

  
  Dear Esteemed Bureau,
  
  We would like to inform you that we have successfully resolved this case and have notified the passenger accordingly. 
  As she requested to unsubscribe from our database, we have removed her email address, and she will no longer receive communications from us.
  
  The last email was sent today to confirm the removal of her email.
  
  Kind regards.
  
  

• Initial Complaint

  07/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a round trip ticket and travel protection insurance so any change to my travel plans I will bot incur penalty charges. The tine came that I need to make return date change and instead of accomodating the date I asked to change I was quoted a change plan of $1386.00 abd $809.00 respectively. I thought travel protection insurance allow you one time change. So what did I buy then? The insurance was useless if they want to charge me these amounts.

  

  Business response

  07/16/2024

  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. 
  *****. 
  

  
  

  Customer response

  07/16/2024

   
  Complaint: 21973022
  
  I am rejecting this response because ASAP did not honor the travel protection I clained when I needed it which is to fly early from ny original departure date agreed on the ticket. What was travel protection when its not bribg honored. This additional service is nothing but to squeeze more from the customer just like aby other businesses except other businesses I dealt with lived by what you purchase. No wobder the internet and ******* are filled with many cudtomer complaints. In addition, ASAP is a scam company cause most of tgeir agebts have singular names I believe fictitious names to hide their true identity. I want my money back. Attached is screenshot of amount ASAP charged me in addition to the price of ticket.
  
  Sincerely,
  
  *****************************

  

  Business response

  07/17/2024

  Esteemed Bureau
  Good day!

  Customer was properly assisted by the sales agent and the tickets were successfully issued. 
  Client decided to add the Travel ************ to her reservation. 
  Travel ************ permits the clients to exchange the ticket waiving agency processing fee of $200.0 per passenger. In case of a non-exchangeable ticket and if the client has a valid reason of her not being able to take the flight as scheduled, travel agency work with the airline directly and ask for a waiver for exchange/refund. 
  Travel ************ has multiple other benefits as : flight delay compensation, lost baggage compensation, free exchange due to missed connection, etc. 
  

  The Travel ************ is a non-refundable fee as per the submitted Online Authorization Form, page 1. 
  

  Thank you.
  *****. 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had booked a flight through ****, for a trip from ******* AZ to ******* Uganda on 4/19/24 with the agency ASAP for a family of 5 in the amount of $8097.50, then I also bought insurance on 4/21/24 in the amount of $881.96. My trip was to begin on 5/28/24 through 7/29/24. When I got to **** to transfer flights I was told I had a 15 hour lay over, and the Airline in **** said I could not stay at the airport for more than 12 hours due to security for me to call ASAP agent ******** to change my flight to earlier. I called the number I was given by **** agent and left numerous messages and I never got a call back. The Airline in **** said you have to leave the airport so they decided to send me back to ******* on 5/31/2024, then on 5/31/24 when I got home at 10pm I received a call from ASAP asking where I was told them I was back home in ******* she said why did you do that I said it wasn't my choice because your agency didn't answer so the airline made the decision to send me back to *******. On 6/12/24 I called customer service to request a refund on my trip because I never reached my destination of *******, the agent said would like into it and send me a response via email, she sent me the email stating there was nothing she could do for me per there policy her name was ******. So I called again on 6/14/24 and spoke to agent ******** and said that per their policy there was no refund do, I asked him to speak to his CEO, President or higher up official and her refused to give any information. I also asked for the corporate address and he said the issue had been taken care and that I couldn't go any further with the issue. Now I am out of over $8979.00 and say this is unjust and a scam by ASAP, taking peoples money and not providing the proper service.

  

  Business response

  07/15/2024

  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. 
  *****. 
  
  

*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. ↩