Complaints

This profile includes complaints for ASAP Tickets's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

ASAP Tickets has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ASAP Tickets

  Burlingame, CA 94010

  
• 

  International Travel Network

  45 Randolph Road Silver Spring, MD 20904

• 

  International Travel Network

  45 Randolph Rd Silver Spring, MD 20904

• 

  International Travel Network

  45 Randolph Road Silver Spring, MD 20904

• 

  International Travel Network

  45 Randolph Rd Silver Spring, MD 20904

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:04/05/2025

  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.

  I purchased an airline ticket through ASAP Tickets, operated by International Travel Network (ITN), for a flight scheduled on October 25, 2024. The airline canceled all flights that week, making my ticket eligible for a ********* has now been over 7 months, and I still have not received my refund. Ive contacted ASAP Tickets multiple times, and each time I receive vague responses saying the matter is still being worked on. Ive been told repeatedly that a supervisor would contact me, but that has never happened.I contacted ******** directly, and they confirmed that ASAP Tickets has not reached out to them again after the initial refund request. This raises serious concerns about whether any action has actually been taken.I did not request a refund myselfthe airlines cancellation should have triggered it automatically. Despite that, Ive been strung along for months with no resolution.Resolution Sought:I want ASAP Tickets/ITN to immediately process and issue my refund or provide clear proof and a timeline showing it is being handled properly

  

  Business Response

  Date: 04/06/2025

  Esteemed Bureau,
  
  Thank you for notifying us of this concern.
  Since no confirmation number, ticket number or other records have been provided, we're unable to address the concern more directly. However, as a general rule, if a flight is affected by a major schedule change. it is eligible for a refund.
  
  This refund is granted via a waiver provided by the carrier, if it is within the carrier's policy to offer a refund for the schedule change in the booking being refunded.
  If a confirmation number is provided, we can look into this issue directly and verify the issue closer.
  
  Thank you,
  Warm regards 

• Initial Complaint

  Date:04/04/2025

  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.

  Transaction date : 1/7/25 $4371.20 Tickets purchased for run trip ********-****-********. Departure 0n 1/6/25 and returned on 7/31/25 with all warranty and ***************** unable to respect his commitment and changed departure and returned location which is not convenient for us and we request total refund. Agency refused to refund total amount even though it failed to fulfill its obligations.

  

  Business Response

  Date: 04/06/2025

  Esteemed Bureau,
  
  Thank you for notifying us of this concern.
  Unfortunately, no confirmation number was provided within the concern therefore we're unable to precisely address the issue.
  
  We found a few bookings that may be related, however the issue is also unclear.
  Based on available records, there are two bookings with the travel dates involved. One was refunded as a credit for future use against Airline penalties and the other was booked using this same credit.
  
  To further investigate this issue, we kindly ask that the concern is elaborated further and the confirmation number is specified.
  
  Thank you,
  Warm regards
  

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair 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 bought 2 airline ticket (P7B7PT)with ASAP tickets one for $1770.25 and $988 and I gave the agent a tip of $20 and for some reason they tripled charged my card for three times the tip money and I called them several times to get my refund and they still ignoring me for unauthorized transactions from my card. I NEED MY REFUND OF $40 for illegal transactions to my account..

  

  Business Response

  Date: 04/14/2025

  Esteemed Bureau,

  We appreciate the opportunity to address the customers concerns.
  
  Upon thorough review, we found that the client has two confirmed reservations:
  1. Booking Reference P7B7PT, for which they were charged $1,770.25 USD corresponding to the ticket cost only.
  2. Booking Reference P7ZRJJ, for which they were charged $988.00 USD for the ticket, $20.00 USD for tips, and $69.95 USD for additional service called Dreampass Plus.
  
  These charges are accurate and align with the services agreed upon during booking. We found no evidence of duplicate or unauthorized charges on our end. If the customer believes otherwise, we kindly request a full bank statement (not a screenshot from a banking app) showing any alleged duplicate transactions so that we may investigate further.
  
  We remain committed to addressing any valid concerns and are happy to assist further upon receipt of the requested documentation.
  
  Thank you.
  

  Customer Answer

  Date: 04/15/2025

  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

  Date:03/31/2025

  Type:Service or Repair 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.

  To whom this may concern:On March 23, 2025, I called **** airline agency to change my flight date that I had booked from November 30, 2025 to April 06, 2025. I was told that in order for me that, the agency told me that I should just cancel my flight on November 30, 2025 and rebook another ticket, so that I can get refunded. So, I did. Until now, I have not received my full refund and Im being passed around. They kept stating it was under the special service team, but, I have not heard anything from them and its been almost more than a week now. According to many who had posted on social media about their experiences with ASAP TICKETS refunding their customers, the agency has been scamming numerous of customers when it comes to refunding their ********************. I honestly just want my full refund of $3,455.53. Sincerely,******** *******

  

  Business Response

  Date: 04/01/2025

  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 Answer

  Date: 04/01/2025

   
  Complaint: 23136919
  
  I am rejecting this response because: 

  The Agency that messaged me is not complying to the proper refund that was stated from the employee. I would not have booked with this agency, but because the employee stated that in order to get my refund, I needed to rebook. The employee stated that I was supposed to pay only $150 per person excluding my infant child from the amount of $3,400.53. The business is not refunding me the proper amount and Im so exhausted emailing them back and forth in order to at least refund me my proper amount. I had stated that they can go ahead and keep the $469.03, but at least refund me back $2,931.50. I am upset that they have been so dishonest with me and have given me false information and will not comply to refunding me $2,931.50. I request that they comply to this request so that we can finally resolve the issue. 
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 04/03/2025

  assigned ID ********

  
  
  

  Dear **** ********,

  I have sent a complain to BBB about my issue with ASAP Ticketing. On March 23, 2025, I called **** airline agency to change my flight date that I had booked from November 30, 2025 to April 06, 2025 due to a family emergency. My Dad is dying from cancer and Ive been shouldering a lot of their expenses as well and Im trying to go home as soon as I can so that my Dad can see his 2 grandkids before passing. I was told that in order for me to get my refund back, the ASAP employee told me that I should cancel my flight on November 30, 2025 and rebook another ticket. Vulnerable as I am in, so, I did. I felt as if I was being held hostage in order to just get my refunds. The employee also stated that I just needed to pay $150 each, from the $3,000+ that I had paid for. The penalty was $150 my husband, my son and myself, excluding my infant because he didnt have a seat. After booking, I was passed to a different department and was given a different information and now its as if they are trying to scam me from getting my refund back. I am truly upset because I was given one information and a different after I had followed their direction in order to get refunded. Until now, I have not received my full refund and Im being passed around. They kept stating it was under the special service team, but, one of them keeps giving me such a hard time, as we kept going back and forth about the refund. Recently, Ive sent 3 emails to which I am being ghosted. I got no response. According to many who had posted on social media about their experiences with ASAP TICKETS refunding their customers, the agency has been scamming numerous of customers when it comes to refunding their ********************. Most of their customers who had written a complaint about them were also in the same situation as I am. ************** agency uses their customers vulnerability of their familys situation to get what they want and to deceit them. This is not right and it is illegal. I honestly just want my full refund of $3,400, so that I can continue paying for my Dads hospitalization, because cancer is exepensive, but if they continue to make it difficult, I have requested them to at least refund me $2,931.50. 

   

  Thank you for your support and consideration. 

   

  Sincerely,

  ******** Fischer 

  

  Business Response

  Date: 04/29/2025

  Esteemed Bureau
  Good day! 

  On 4th of April, 2025, travel agency successfully processed a refund of the tickets cost against airline penalty fee in amount of USD *******, per customer written agreement. 
  Customer was informed and case was closed from our side. 

   

  Thank you.
  Hannah. 

• Initial Complaint

  Date:03/30/2025

  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.

  I have purchased my tickets with full protection from ****. The agent assured me that the All Included protection will cover everything. The agent at the time of booking made the mistake and submitted the booking. I noticed and informed the agent and was told to pay and they will take care of the name change. I had another package waiting to be purchased. But it took them more than two weeks to correct and I lost the opportunity to book the discounted package. The new booking was done without protection. I was not asked, not I authorized to drop the protection. I got a more expensive package now and the airline just cancelled the flight for that date. I am requesting for the refund for the full amount including the protection amount I paid as I cannot travel on dates they are offering because hotels are not available anymore on any other dates. I have explained this to several agents and am not getting full refund. It is just a SCAM they are running where they sell the protection and when It comes to providing the service they do not support. Since I am cancelling the flights, I want refund for the whole amount as I will not need protection. I have been going back and forth since November to get it resolved. They keep on saying they are reviewing the agents conversations and email. PLEASE HELP WITH US WITH THESE SCAMMERS!!!

  

  Business Response

  Date: 03/31/2025

  Esteemed Bureau,
  
  Thank you for bringing this issue to our attention.
  This case was previously addressed with Mr. ********** legal representative and the available options were clearly displayed within our response.
  It has become apparent that a full refund is being requested. We have carefully reviewed this request and its implications. We must deny this request outside of standard policies, however we can process a refund based on our existing policies and those of the Airline; This same information was relayed in our legal response.
  
  Mr. ******** is eligible for refunds:
  
  - $768.00 from reservation 9****8, in accordance with our 75% refund policy.
  - $1,934.00 from reservation N****X, in accordance with the Airline's policies involving a $320.00 penalty and a deduction of the $44.00 Fuel Surcharge tax.
  
  This resolution will remain final. We hope this can be resolved soon.
  
  Thank you

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23136444
  
  I am rejecting this response because:
  I have clear communication from the agent for the full refund. The mistake was on their part. The flight are cancelled and I cannot fly on the alternate dates as hotels are not available!!! 
  This is a complete rip off and scam. You sold the protection and when it comes to claims, this is what you do!
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/02/2025

  Esteemed Bureau,
  
  Our position remains the same when it comes to the possible outcome of these bookings. Our Agency is not the seller of the hotel package, hence, we cannot be held liable for the decision taken to with-hold on it's purchase.
  We've made a promise to correct the name which was done, as promised. Currently, our position was made clear in our last response.
  
  Warm regards,
  Thank you

• Initial Complaint

  Date:03/29/2025

  Type:Sales and Advertising 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 a flight through ****. Due to illness I had to cancel. This was two days before my flight. My ticket was almost $800 and they would only refund slightly over $200. They claimed that the airline was responsible for all the fees that caused the low refund amount. I contacted the airline and they said they dont charge for cancellations done within 24 hours of departure. I was due a full refund

  

  Business Response

  Date: 03/30/2025

  Esteemed Bureau, 

  Thank you for bringing this matter to our attention. We would like to address the concerns raised by the customer regarding their flight cancellation and refund. 
  
  Per ********************************* (***) regulations, tickets for flights to or from the ************* are eligible for a full refund only if the refund request is submitted within ********************************************************************************************************** this case, the customers ticket was purchased three days before departure, making it ineligible for a full refund under DOT regulations.
  
  Additionally, the customer was quoted a refund amount of $281.06 and subsequently completed a refund request form, authorizing this amount to be refunded to their original form of payment. The deductions applied to the refund were due to: the airlines refund penalty, non-refundable taxes and our agencys processing fee. We would also like to note that no medical documentation was provided to support a waiver of penalties due to illness. However, as a one-time exception and in good faith, we are willing to waive our agencys processing fee to assist the customer further.
  
  Please let us know if any additional information is required.
  
  Thank you. 
  

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23132647
  
  I am rejecting this response because:
  ASAP says that this was due to ************** cancellation policy. ************** says a 24 hour notice and I gave a 72 hour notice 
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/06/2025

  Esteemed Bureau,
  
  Thank you for bringing this matter to our attention.
  
  In accordance with the ********************************* (***) regulations and ************** fare rules, tickets for flights to or from the ************* are eligible for a full refund only if the request is submitted within ********************************************************************************************************** this case, the customers ticket was purchased only three days before departure, rendering it ineligible for a full refund under both *** regulations and the airlines policy. Please see attached for reference.
  
  Furthermore, the customer was quoted a refund amount of $281.06 and subsequently submitted a refund request form, authorizing this amount to be refunded to their original form of payment. The deductions applied to the refund were due to the airlines refund penalty, non-refundable taxes, and our agencys processing fee.
  
  We would also like to note that no medical documentation was provided to request a waiver of penalties due to illness. However, as a one-time exception and in good faith, we are willing to waive our agencys processing fee to further assist the customer.
  
  Thank you.
  

• Initial Complaint

  Date:03/29/2025

  Type:Service or Repair 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 were charged a total of $579.25 for some kind of insurance that was completely useless. We were told that the insurance would allow us to change the tickets. (That included 3 charges of around 20 bucks for who knows what.) We tried to adjust the dates on our tickets but it was very expensive. We had no choice but to pay it. We tried to cancel the tickets all together but they were non refundable. Beware, the employees aren't trained travel agents.

  

  Business Response

  Date: 03/30/2025

  Esteemed Bureau,
  
  Thank you for bringing this issue to our attention. 
  We're sad to hear that our Travel ************ bundle did not meet our passengers' expectations. Our Travel ************ Premium and All-included bundles waive Airline penalties and our processing fees, however the fare difference is not waived.
  
  Travel ************ provides the ability to waive the Airline's exchange penalties, even if the fare is non-exchangeable, we cover 100% of the ticket cost and help our passengers book a new ticket. The passengers must only cover the fare difference, which is the difference in cost between the new fare and the old one.
  
  Higher costs for exchange, usually mean that availability is low for the new desired fare, which means that the difference in cost can be quite significant.
  
  We hope this clarifies why the price could have been quite high even with the service activated.
  
  Thank you,
  Warm regards

• Initial Complaint

  Date:03/28/2025

  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.

  Asap tickets is a total fraud and complete scam. The salesperson offered me a very well attractive price through email. When I view the itinerary and the pricing they offer Fair lock option. Do not worry worry free option pay only $9 lock your fare for 24 hours lock in the pricing from increase. So I purchased the fairlock on my credit card and then the next day at 20 hours less than 24. I purchased the ticket. I was given confirmation number from ****. I was given confirmation number from the fight as well. Ours went by no tickets come to my email after eight phone calls and 3 and 1/2 hours of my life plus 47 email responses. I am simply being told sorry the prices of increased and we cannot honor the quote and then I'm being hung up on. This is a scam. You do not treat consumers this way

  

  Business Response

  Date: 04/03/2025

  Dear Better Business Bureau,

  Thank you for bringing this issue to our attention.

  The Complainant purchased a Fare Lock product, which reserved seats at a set price for 24 hours. If the ticket cost was not submitted within this time frame, the fare lock would be forfeited. Our records show that the Complainant submitted the payment for the new ticket cost later than expected, just minutes before the expiration, leaving little time to process the issuance. The Sales Agent reached out to the Complainant to explain the situation, informing them that the option had expired due to the time limit, and the new option would be priced higher.
  
  As a gesture of good-will, we offered the Customer a refund for the Fare Lock product, along with a new flight schedule, different than the original, and at a slightly lower price. Unfortunately, the Customer appears unwilling to cooperate at this time, despite the assistance being provided.
  
  Thank you. 
  

• Initial Complaint

  Date:03/28/2025

  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.

  Im filing a formal complaint against ASAP Tickets for mishandling my familys flight reservations. I booked 5 ticketsincluding for 3 minorsthrough a *** named Aztec. I gave clear instructions that all passengers be seated together and paid accordingly.Despite multiple confirmations and follow-ups, our group was split up, and minors were left unaccompanied on both legs of the trip. I was promised a call from management within 24 hoursthat never happened. My ***eated attempts to resolve the issue were ignored or met with vague, delayed ************ summarize:Paid-for services (tickets/seating) were not provided Minors were separated and left unaccompanied Management failed to follow through on promised contact No resolution or accountability has been offered Due to the severity of this issue, Im p***ared to take the following actions:File complaints with the **** ***, and CFPB Share this experience publicly across social media and travel platforms Report to media outlets and consumer advocates Use my professional resources through the State Senate, where I work, to escalate this further This is a serious violation of consumer trust and ********* a resolution, I expect:A formal written apology A full explanation of what went wrong A partial refund for the seating arrangements I paid for but did not receive I am also requesting a formal internal review and commitment to ensuring this does not happen to other families.I am attaching documentation that outlines all communications, confirmations, and failures related to this issue for your reference.

  

  Business Response

  Date: 03/30/2025

  Esteemed Bureau,
  
  Thank you for bringing this issue to our attention.
  We were unable to find all 4 involved reservations based on the attached PDF file. We managed to find only one of four reservations which was operated by ***************;
  
  From what we gathered, all passengers were attending the same flight. Our Agents can request or assign seats on the *******'s website with low cost carriers such as ***************, however in extreme circumstances such as this one, if the necessity to re-assign the seats for minors arises, it should be done by the passenger at the Airport directly. Security for the children is of higher importance than any other aspect of this issue, and this responsibility lies with the adults attending and accompanying said children.
  
  Later, the receipts for the paid seat assignment can be shown to ASAP Tickets or the carrier and the financial part of the issue can be dealt with later; Based on the filed complaint, no separate seat assignment was purchased, and our Agency's responsibility was fulfilled by offering tickets valid for travel.
  
  Seat assignment is a service offered by the Airline, hence discrepancies can arise, although very rarely. In order to work on compensation for this issue, we will require receipts to serve as proof of purchase for the new seat assignment will be mandatory;
  We hope for your understanding on this matter. 
  
  Warm regards,
  Thank you
  

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23129376
  
  I am rejecting this response because:  

  To Whom It May Concern,
  Thank you for your response, but I must respectfully disagree with your attempt to deflect responsibility regarding this matter.
  First, your agencynot the airlinewas responsible for securing and confirming the details of the reservation, including seat assignments, as explicitly communicated multiple times prior to booking. I provided clear instructions that all passengers, including three minors, be seated together, and this was confirmed by your representative, *****. I did not simply request ticketsI paid for a service that included confirmed seating arrangements.
  Your claim that no separate seat assignment was purchased is inaccurate, misleading, and undermines the repeated written confirmations I received. Your team assured me this was being handled, and I relied on that information in good faith.
  To suggest that the burden of correcting this fell solely on the accompanying adult at the airportafter your agency failed to follow throughis unacceptable and an attempt to shift blame. At no point were we instructed to expect last-minute issues or to resolve seating at the airport ourselves.
  Furthermore:
  I was never contacted by management as promised within 24 hours.
  No apology or accountability has been offered for the clear breakdown in service.
  Receipts were not issued to me for any additional purchases at the airport, because I was told seating was already confirmed. The burden of proof should not fall entirely on me when your representative failed to provide what was promised.
  I stand by my complaint and my requested resolution:
  A formal written apology
  A full explanation of what went wrong
  A partial refund for the paid services not rendered
  A formal internal review to prevent this from happening to others
  I am also reattaching documentation and am prepared to pursue this further through the **** ***, CFPB, consumer media, and through my professional channels in the **** Senate if no resolution is provided.
  This situation involved children and was handled with negligence and dismissiveness that I will not overlook.
  Sincerely,
  *******************************
  ************
  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 04/06/2025

  Esteemed Bureau,
  
  Our statement from the last response stands true. We are not opposed to admitting that there was fault in our service, our Agents are human and there is a human error factor. However, this case does not fall under this category as our end of the bargain was held.
  
  Usually, such issues are resolved by providing some form of a receipt for any out of pocket/unexpected payment made at the airport, however since there is no receipt and no mistake of the Agent that we can acknowledge, compensation cannot be processed under the current circumstances.
  
  We duly apologize if any inconvenience was created. As the case stand currently, we cannot process compensation without a receipt of out of pocket expenses.
  
  Warm regards,
  Thank you

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23129376
  
  I am rejecting this response because:

  Dear ASAP Tickets Team,

  Thank you for your follow-up. However, I must express my deep disappointment with your continued refusal to acknowledge responsibility in this matter beyond deflecting blame and demanding receiptsdespite clear evidence of mishandling that jeopardized the safety and well-being of minors.
  

  Let me reiterate the key points:
  

  Your agent was given specific instructions to ensure that all five passengers, including three minors, were seated together. This was not a mere preferenceit was a requirement.
  

  Your agency confirmed seating arrangements, and payment was made with this understanding. That service was not delivered.
  

  Minors were separated and left unaccompanied on both legs of the trip. This is not only a violation of reasonable customer expectationsit is a significant safety concern.
  

  Management failed to contact me within 24 hours as promised, and follow-ups were met with vague or no response.
  

  The absence of receipts is irrelevant to the central issue: the service paid forgrouped seating for minorswas not provided. Whether or not out-of-pocket seat assignments were made, the contractual obligation to deliver safe and appropriate arrangements was breached.
  

  This issue goes far beyond a routine customer service failure. It reflects systemic negligence and a lack of accountability. You claim no error occurred, yet three minors ended up seated alone on a low-cost carriersomething that never should have happened under any circumstances, let alone when clear instructions and confirmation were provided.
  

  As previously stated, I am prepared to escalate this through multiple channels, and I have already begun the process. Attached to this email is the formal complaint I have submitted to the ********************************* (***). Additional letters are also being prepared for submission to:
  

  The ************************************ (****)
  

  The ******************************* (***)
  

  Consumer advocacy organizations and media outlets
  

  Travel safety forums and review platforms
  

  Internal government channels available to me through the **** Senate
  

  I am reiterating my demand for the following:
  

  1. A formal written apology
  

  2. A clear explanation of what went wrong internally
  

  3. A partial refund for the seating arrangements paid for but not honored
  

  4. A formal commitment to internal review to ensure no other family experiences such negligence
  

  If you continue to disregard this matter, I will move forward with further public and professional escalation without hesitation.
  

  Sincerely,
  

  Verba "Bella" **********
  ************
  

• Initial Complaint

  Date:03/25/2025

  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.

  Dfw to ***** Wednesday, May 15, 2024 4:25 PM.I arrived at the airport waited in line for 2 hours and by 6:46P I sent ASAP tickets a message: Im at the airport they have no record of my ticket! By 7:20P I had to update my travel date to a new date BECAUSE THERE WAS NO RECORD OF MY TICKET with the airline at all and in order not to lose my $1,710+ for the UNFOUNDED ticket, ASAP charged me another $225+ to change the flight date. I updated the ticket to ***** to March 18 - March 24, 2025. They issued a NEW itinerary and ticket info. New ticket ************* I paid for that. We are at around $1950+ now. Then I arrive four hours early learning from the last experience to the airport on March 18 and they do have my ticket this time. However, the airline now tells me that I cannot travel with my travel credentials that I pre-paid for a **** on arrival in ***** I had my yellow fever card and my United States passport and now theyre denying me access to my flight even though Im there early with all my credentials, so I call ASAP tickets and they tell me to Try to get on the flight so I try to get on the flight and the airlines still wont let me get on the flight so I call ASAP tickets back and let them know that they are denying me access to the flight so then they tell me how we can change it again this time its $800 and from my experience last time, Im like no because the first time they cant even find a ticket then I pay extra money to book a new date and now Im here almost a year later and the same thing happens? They charge me another $700+ to do it all again so then I tell them to update my ticket Ill go ahead and play their game. Ill pay the $700+ to update the ticket then she tells me theres absolutely no travel dates available from March - December 2025 no flights available to fly all of a sudden. So then they magically do find me a flight to fly on this particular airline and its $3000 now.

  

  Business Response

  Date: 03/30/2025

  Dear Bureau,
  

  According to our records, our representative made every effort to assist the passenger appropriately.

  However, unfortunately, the client was dissatisfied with the options provided.
  The client declined to proceed with an exchange, which would have involved a processing fee and fare difference. As an alternative, we offered a new ticket option that was 50% cheaper.
  It remains the client's decision whether to change or use the ticket.

  
  Since the ticket was unused, it will be considered expired, and, as such, we will not be able to provide any further options.
  Should you require any additional information, please do not hesitate to reach out.

  Thank you for your communication.
  
  

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23112560
  
  I am rejecting this response because:
  
  Dear Bureau,
  
  According to the records, the  representative offered for me to off on my own and buy an entirely new ticket from another airline on my own for an additional $1340, to add to the $1900+ I have already paid ASAP tickets which is $3200 for a $1700 flight. Thats not a 50% cheaper anything, its called more money from the customer and free money from them as well as a shift of accountability.

   

  These are not options, they are avoidances. ASAP Tickets is avoiding facts. Theres nothing to exchange at $3,800 + and already paid $1900+ ($5700+) OR go elsewhere for an additional $1340 + and the $1900 already paid ($3200+) who wouldnt be dissatisfied with the options provided.

  They arent options, they are ways to syphon money from non suspected consumers. 

  
  As an alternative, ASAP tickets offered for me to go book my own entirely new ticket which brings my total to $3200 for this ordeal and thats by no means 50% cheaper. The original ticket was $1700+. Its actually 50% EXTRA. 
  
  Issue me a credit for the ticket THE AIRLINE refuses to allow me to use. Its not unused its is REFUSE CUSTOMER TO USE. ASAP is using word games by saying unused as if I unused it verses saying UNALLOWED by the Airline. 
  
  Since the ticket was NOT ALLOWED TO BE USED, it must be considered a credit or a refund so a new ticket can be booked ASAP. 
  

  
  Thank you for your communication.

  
  Sincerely,
  
  **** ****