ComplaintsforHispano Travel & Services

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/11/22 I went to Hispano Travel looking to buy flight tickets from LAX for my 4 kids(ages 17,13,12,7) and myself I paid round trip $2,234.65 Volaris airline and $275 to the agency a total of $2,509.65. reservcode:IBNIXJ.My flight tickets were to departure 6/3/22 12:32AM from LAX to **** *****,returning on 6/21/22 9:46pm from **** ***** to LAX.I provided my phone number and my email to this travel agency to added to the flight information. 6/2/22 morning I asked my husband to go to this travel agency to print my passing boards since I was at work and did not have time to go early in the day.The travel agency provided the passing boards to my husband and my husband left their office. 20-30 minutes later my husband receives a phone call from the agency( woman agent) and notifies my husband that the flight for that evening has been cancelled by Volaris due to climate conditions and agent states Volaris postpone it to 6/8/22.My husband informed the agent that I was at work and will need to wait until I'm off so that I could go the travel agency office.Then agent called him again and told him he needed to decide at that time or could loose the 6/8/22 also.My husband called me at work and I agreed to move it to the 6/8/22 if there was no other sooner date for an option.My husband and I felt rushed to make a decision and to only be given this date 6/8/22 as an option.When my husband got home he called the Volaris who stated I could still try going to the airport since I already had my passing boards printed and Volaris informed my husband that ALSO my return date was changed from 6/21 to 6/26.We were really upset about return date has now changed and was NOTapproved by me,I had to show up to work 6/22.Volaris stated it was a change done by me through the agency.I went directly to the travel agency and requested an explanation and to be put in the same returning date 6/21/22.The agency owner said I would have to pay$966blametheairlinesandmyhusband, I lost $,owner didntcare

  Business response

  08/19/2022

  In response to claim ID 176***77, our associate ******* **** was the agent who proceeded to prepare the boarding pass and in effect, after the boarding pass was delivered a notification was received from the Volaris airline that due to climatic reasons the flight was altered and the airline automatically generated protection for the passengers. The agent immediately contacted the telephone number of the husband who was the person who had collected the boarding passes and was informed of the changes proposed by the airline and he accepted the changes. The agent proceeded to speak with the airline to accept the protection. According to the affidavit (My husband informed the agent that I was at work and will need to wait until I'm off so that I could go the travel agency) it is NOT true because he confirmed to the agent the changes. When husband and wife appeared in my office she did not agree with the changes that the husband had accepted. I confronted the husband, and he stated that he had not understood the call, but if he did not understand, why had he accepted the changes, which he could not answer. I personally spoke to the airline requesting help for these passengers, but unfortunately they did not want to help because the protection had been already accepted.  I told the wife that she had the option to dispute the charges on her credit card for this since she was not at fault that the airline had made these changes.   Also I explained that she could cancel the flight and maintain the amount she had spent for the tickets for the future.  She called me the next day and told me that she had already purchased tickets somewhere else from Tijuana to **** and her intention was to use the return tickets already purchased at our Agency,  from **** to Los Angeles on the Volaris protection date that had been set.  This was the last conversation I had with her.

  Our office acted according to protocol in these cases. I am very sorry that these clients were affected by climate change and the lack of communication between husband and wife. We are a professional Travel Agency with more than 30 years of experience and my staff does not act on impulse, as I explained earlier, the entire process of this change was done under protocol.

   

  **** *******, President

   

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