ComplaintsforEros Tours & Travel, Inc.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  7/19/24 searched a round-trip flight from *******. While finishing up the passenger info, saw that I could not choose a specific seat, only any/window/aisle. Called the 888# provided at the top of the screen. Asked the rep where do I choose my seat, she stated that once I purchase the flight, I will use my confirmation # to go to ******'s website and choose my seat and will have the ability to upgrade if desired. I finished the purchase. Rec'd email conf. BUT in small print it said that seats are assigned at the gate. I called immediately (within 5 min of initial booking) and disputed this. The rep ***** claimed he was a supervisor & said nothing could be done. I requested to cancel & he said I would be charged $***. While on the phone, I saw they charged my acct $20 and $*** in addition to the flight. I questioned it. He said that's the policy I agreed to. I said NOWHERE on their website or flight were either of those fees mentioned. He put me on multiple 10min holds then finally transferred me to another "supervisor" ***** #***. These 2 men were condescending and rude and after a 57min call, ***** said that it's too bad and that he can't help me and hung up. I then called their billing *************) and spoke with ******. After reading the background notes, he said the same thing; I can't help you and hung up! My acct was somehow credited the $20 & $***, but not the flight fee of $542.40. I have started a dispute with my bank, but as of 7/23, they credited the $542.40 and billed me $*** + $27.24. The whole 57min call seemed so shady, that I believe there are unscrupulous employees working the phone lines.

  Business response

  07/23/2024

  We sincerely apologize for the difficulties you experienced when dealing with our answering service.The circumstance you encountered was not consistent with the high level of service we strive to give. Our customer care representatives consistently work hard to maintain a high level of client service. 

  In regard to Booking ID **********, the customer authorized the Basic Economy fare, which is Alaska Airlines' lowest fare option. According to airline policy, travelers are only allowed one free carry-on bag and one free personal item. Seats are assigned for free at the airport or can be booked on the airline's website for an extra fee. Please keep in mind that all fare limits are established and enforced by the respective airline, and all agents must follow them. Regarding cancellation fees, our terms and conditions clearly specify that customers may cancel their tickets within 24 hours of purchase. Our agency fee applies ($50 domestic, $75 international). Agents applied the cancellation fee based on the terms.The customer has said that they have initiated a dispute, so we are unable to take any action on the fee at this time and must wait for the disagreement to be resolved by the bank. 

  Customer response

  07/23/2024

   
  Complaint: 22031741
  
  I am rejecting this response because:

  This again is a useless answer. I called YOUR customer service # inquiring about the seat assignment. Had the rep stated that I needed to book the seats WITH an additional fee, obviously I wouldn't have purchased. The HORRIBLE customer service I received for the ********* I was on the phone immediately after receiving the confirmation email to dispute the inaccurate information I was given, is not acceptable. Based on your response, I will assume that once you are contacted by my bank for the refund, you will process it. What a shame that poor customer service and obvious mis-training has led to the decline of your business. I purchased round-trip tickets for a family of 4 to ****** in 2018 and had a fantastic experience. Please correct this fraudulant experience. All calls start with "this phone call is being recorded for training purposes" - please use mine to help better your employees' customer service skills. If you decide to review it, the call after receiving my confirmation took place 7/19/24 @ 9:08pm and lasted an excruciating 57 minutes, 34 seconds.

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

  Business response

  07/23/2024

  Please keep in mind that after a dispute is submitted, the Credit Card ***************************** will liaise directly with the bank and provide them with any necessary paperwork. However, as previously indicated, the fare type selected came with its own set of restrictions, which are dictated by airline regulation. Thank you again for your input. We are continually working to improve and help our clients in every way possible to ensure their satisfaction.

  Customer response

  07/23/2024

   
  Complaint: 22031741
  
  "However, as previously indicated, the fare type selected came with its own set of restrictions, which are dictated by airline regulation."     AS previously indicated - YOUR customer service rep gave incorrect/false information regarding seat assignments, leading to a purchase that HAD the information been accurate, would have never happened.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi, my name is ******* and my uncle booked two round trip flights for us through CheapFareGuru.com from ******* to ****** on 5/19/2024 leaving next month (August). After the travel insurance insurance, their booking fee and flights for ***************, our total came out to about $1,900. I was going through my spam yesterday (7/12/24) and saw that they sent us an email letting us know that THE AIRLINE made them aware of a flight change. The flight was only moved up about an hour and a half. Randomly, CheapFareGuru charged me $150 with no notification, email, text, phone call or any kind of communication. I contacted them immediately and they claimed it was the fee per person $75 to revalidation our tickets. The ticket change happened back in May so why am I being charged in May and also, why are we being charged when the airline made the change? They brought up their terms and conditions but it was not clear at all. It doesn't specify if the customer or airline makes the change then the fee will be imposed. Also, the terms and conditions the representative sent via email doesn't say the same thing listed on the site. I 1000% don't feel like we should be charged a fee when we didn't make the change. CheapFareGuru claims that the fee they charge is in connection with the fee the airline imposed on them. I contacted Virgin Atlantic via a phone call which I have recorded and they said they will never charge a customer for a change if they made the change which they did. We did purchase the travel insurance which says we can cancel for any reason but that would be a huge inconvenience as we would have to find new flights. With it being less than a month away, we would just like to keep everything we have in place and ask CheapFareGuru to refund us the $150 fee they literally just charged when the change happened almost two months ago.

  Business response

  07/16/2024

  To begin, we wanted to explain why the airline changed its schedule. Airlines may change or cancel flight schedules for technical reasons or to fulfill operational requirements. Weather conditions may potentially cause changes or cancellations. In such cases, we will make every effort to rebook the passengers on another date or flight and give them the greatest service and flight options feasible. We understand that you are concerned about the fee associated with your ticket; however, the fee that we charge is for an agency ticket reissue/revalidation fee; as stated in our terms and conditions, this fee is essential for us to charge in order to cover fees imposed on us by the supplier and to pay for the service that the team is providing you with. We hope this addresses your inquiry.

  Customer response

  07/16/2024

   
  Complaint: 21984830
  
  I am rejecting this response because I contacted the airline and they do not charge a fee for a change they made. The flight change difference was only an hour and a half and the flight change was made by the airline in May.. less than a week after the initial booking and I was just charged randomly last week. After the booking was created, I made a Virgin Atlantic account and it showed me that a flight change was made and there is nothing else I need to do on my end?? After going back and forth with someone via email, they did not provide any documentation to show in detail what the charges were exactly for deeming it unauthorized by my credit card company. Also, I found a forum where people were saying they were charged different amounts such as $75, $50, etc? How do you all come up with the the amounts charged for said fees which is not specifically listed on the website? If y'all could refund the $150 before it is disputed, that would great and appreciated.
  
  Sincerely,
  
  Kashina Burnette

  Business response

  07/16/2024

  The terms clearly state that the fee is $50.00-$75.00 per passenger. As a one time exception we will send your booking for a reversal of $75.00 fee. 

  Customer response

  07/16/2024

   
  Better Business Bureau:
  
  I will look to see where it says that specifically. I will accept the partial refund of the $75 back to my credit card. Thank you!
  
  Sincerely,
  
  Kashina Burnette

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased airline tickets through their website only to find out that every time the airlines makes a change that they will charge whatever card you paid with. To date that have taken $85.00 out of my Nevada checking account. When I contacted the business and spoke with a representative and the first one hung up on me which made me call back and ask for a supervisor. On June 24, 2024 after I made the second call I was informed that they would credit my account back the $25.00 and no longer charge me for every time the airlines made changes to my flight for September 2024 for my daughters wedding. They only told me that the one $25.00 charge would be reimbursed and nothing else. To date I have not received any refund and they cost my account a $35.00 charge and I don't use this account much so I keep limited funds in it. They also charged the same account $25.00 on May 27, 2024 for a change the airline made. I ask them and they informed me that this was policy and I informed them that this was c*** and I have NEVER been changed from any other site when an airline makes changes. I also told them that I would be reporting them to the Better Business Bureau and the ****

  Business response

  07/16/2024

  To begin, we wanted to explain why the airline changed its schedule. Airlines may change or cancel flight schedules for technical reasons or to fulfill operational requirements. Weather conditions may potentially cause changes or cancellations. In such cases, we will make every effort to rebook the passengers on another date or flight and give them the greatest service and flight options feasible. We understand that you are concerned about the fee associated with your ticket; however, the fee that we charge is for an agency ticket reissue/revalidation fee; as stated in our terms and conditions, this fee is essential for us to charge in order to cover fees imposed on us by the supplier and to pay for the service that the team is providing you with. We hope this addresses your inquiry.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attempted to buy an airline ticket from this company and I bought the travel assist for $12.99 and the travel insurance for $26.11. Because they were unable to bill my CC at once they said the reservation would be cancelled and they would probably refund the travel insurance of $26.11, but not travel assist......TRAVEL ASSIST Back $12.99 TRAVEL ASSIST Back $12.99 Type purchase Date May 28, 2024 Location **********, CA Status Pending TRAVELEX INSURANCE SER Back $26.11 Type purchase Date May 28, 2024 Location ***********, ** Status Pending Type purchase Date May 28, 2024 Location **********, ** Status Pending,,,, It appears this is a scam this company uses to cheat consumers

  Business response

  05/28/2024

  Kindly note the customer advised to cancel the ticket as he said he was short on funds. The Terms and Conditions that the customer agreed and E-signed prior to purchase clearly mention that 24 hours cancellation as follows: You will be able to cancel your ticket within 24 hours from your original ticket purchase. Our agency fee applies ($50 for domestic & $75 for International). However, you can opt-in to our Travel Assist plan, for a minimal fee which will cover all travelers. Travel Assist plan allows you to make changes or cancel your flight within 24 hours from your original ticket purchase without having to pay standard cancellation fee. After 24 hours, standard airline cancellation rules will apply.

  Thus the customer's ticket booking was cancelled under our Travel Assist Plan Policy without paying our Our agency fee applies ($50 for domestic & $75 for International).

  Customer response

  05/29/2024

   
  Complaint: 21770606
  
  I am rejecting this response because: ********** has not disclosed the refund amount
  
  Sincerely,
  
  *******************

  Business response

  05/29/2024

   The customer's ticket booking was cancelled under our Travel Assist Plan Policy without paying our Our agency fee applies ($50 for domestic & $75 for International).

  The customer already got his refund back on full ticket value at the time of cancellation. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a flight for October 3rd-10th through Cheap Fare Guru, re: Eros Travel (Also, until today, I never knew Cheap Fare Guru was through Eros Travel. Yesterday, I was charged $50.00 for a Ticket Reissue/Re-validate Fee due to American Airlines making a change in flights. I'm providing the following travel info: E-Ticket# *************; Agency Booking ID: ********** and Airline Confirmation# YTCSIA. I do not feel I should have to pay a fee for something that is completely out of my control. I did not make any changes to my itinerary and would like to be reimbursed for this fee. Due to my travel not being completed for 4 1/2 months, if American decides to make future flight changes I do not want to be responsible for additional fees each time. I would deeply appreciate a response as to a resolution of this matter. Thank you.

  Business response

  05/28/2024

  We have received your query about the $50.00 schedule change ticket reissue/revalidation fee. To begin, we wanted to explain why the airline changed its schedule. Airlines may change or cancel flight schedules for technical reasons or to fulfill operational requirements. Weather conditions may potentially cause changes or cancellations. In such cases, we will make every effort to rebook the passengers on another date or flight and give them the greatest service and flight options feasible. We understand that you are concerned about the fee associated with your ticket; however, the one time $50.00 fee that we charge is for an agency ticket reissue/revalidation fee; as stated in our terms and conditions, this fee is essential for us to charge in order to cover fees imposed on us by the supplier and to pay for the service that the team is providing you with. We hope this addresses your inquiry.

  Original Ticket Details:

  Airline Confirmation No.: YTCSIA :******************* Porreca0017063357768

  New Exchanged Ticket Details:

  Airline Confirmation No.: YTCSIA : ******************* Porreca0017073984514
   

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a flight thru CheapFareGuru for July. Today - on 4/29/2024- they sent a new booking confirmation telling me that my flight was leaving 10 minutes later than the booked time. No big deal - what is 10 minutes - they charged me $50 to tell me this in an email. My economy flight is no longer a cheap fare and they keep adding bogus charges. I am a senior citizen and do not have a lot of money so to be ripped off is very disturbing. Can you help?

  Business response

  04/29/2024

  We have received your query about the $50.00 schedule change ticket reissue/revalidation fee. To begin, we wanted to explain why the airline changed its schedule. Airlines may change or cancel flight schedules for technical reasons or to fulfill operational requirements. Weather conditions may potentially cause changes or cancellations. In such cases, we will make every effort to rebook the passengers on another date or flight and give them the greatest service and flight options feasible. We understand that you are concerned about the fee associated with your ticket; however, the $50.00 that we charge is for an agency ticket reissue/revalidation fee; as stated in our terms and conditions, this fee is essential for us to charge in order to cover fees imposed on us by the supplier and to pay for the service that the team is providing you with.

  We hope this answers your question. The customer contacted us on April 28th, and we already informed them that there would be no one-time exception cost and that we had already submitted a request for a reversal to our refunds department.

  Customer response

  04/30/2024

   
  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

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  CheapFareGuru booked a one-way flight for my husband and me on ****** Airlines for September 25th 2023 taking us from ************, ** to ************, **. We had to cancel this flight, as my sister called and told us she had ***** and not to come. CheapFareGuru gave us a credit for the two tickets ($233.20 each) that was supposed to be good for one year from July 20th, 2023, the date I actually booked the tickets. I tried to book a flight from ************, ** to ************, ** today using the credit. I was told there would be a Reissue Charge in order to do that, and that the charge would be an additional $150 per ticket. I told the representative that that was an unacceptable amount of money, and that I could purchase a new ticket for just a little more than that. She then asked that I allow her to talk to her supervisor. She got off the phone, talked to her supervisor, and told me she could waive the Reissue Charge, but the lowest ticket she could give me was for $198 per ticket. I replied, "Ok, since I have a credit of $466.40 and the two tickets at $198 times 2 would be $396, it appears you would owe me $70." She then said "Oh, no." It was at that point I realized CheapFareGuru was going to keep my $466.40 and charge me an addtional $396 for new tickets. I told the representative I would never use their service again and that they were ripping off the public by pretending to offer cheaper fares. I am now requesting a full refund from last year's ticket purchase. I should also tell you my credit card number has changed since I purchased those tickets, so will need to provide you with the new number for the refund.Specific information regarding last year's ticket is as follows:Agency Booking ID: ********** Passengers: ********************************** E-Ticket # ************* ********************* ******** ************* ****** Airlines Confirmation No.: C4ZMYT Was booked for 09/25/2023 My Phone # ************

  Business response

  05/06/2024

  The transaction data for the consumer were reviewed, and it was discovered that the customer received Flight Credit from the airline following the cancelation of her original ticket. When she called to rebook the flights, she was informed of the fare difference and new cost for new dates. The consumer was also assisted in transferring her flight credit from ****** Airlines to another airline. According to airline fare restrictions, the flight credit is only valid for one year from the day the original tickets were issued. The new dates the customer was looking at had higher fare values, which increased the cost of tickets. As the consumer is not keen on paying the difference in fare and airline fee, we can check a refund of residual value. The total value obtained from the airline is $108 per passenger, which can be reversed and we will waive our processing fee in this specific circumstance. We request that the customer get back to us so that we can close the issue and work on the reversal

  Customer response

  05/06/2024

   
  Complaint: 21610134
  
  I am rejecting this response because:
  
  I did state I was willing to fly either United or American Airlines.  I was just looking for the best rate.  The $198 per ticket offered by CheapFareGuru was higher than what was posted by the individual airlines.  However, I was willing to go with the $198 per ticket for the one way ticket to ************, **.  That is when I told the rep that $198 times 2 equaled $396.  Since I had paid $233 per ticket which equals $466, I told the rep they would owe me a refund.  To that she responded oh no, no, no. It was at that point I realized CheapFareGuru wanted me to think they were giving me a deal by waiving the $300 reissue charge, but they were going to charge me $198 per ticket AND keep the credit of $466.  I do not want to ever do business with them again.  The only thing acceptable to me at this time is a refund of the $466.
  

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

  Business response

  05/07/2024

  As previously indicated, refunds are subject to airline rules. The airline charged a $125.00 refund fee, which is taken from our account. When you alter your ticket, the charge is always greater than normal tickets since it includes a change fee and the difference in fare, as per airline rate laws. Any new original ticket is always cheaper because special pricing do not apply when changing tickets. The customer is welcome to check with the airline. We are not charging a single dollar and have not even let go of our processing charge for the transaction.

  Customer response

  05/09/2024

   
  Complaint: 21610134
  
  I am rejecting this response because:

  I have already purchased new tickets directly from the airline, as I didnt have time for CheapFareGuru to come up with a reasonable solution.  Therefore, there is no change fee needed, nor a reason to charge a higher fare to book my husband and me on another flight.  This should make the process very easy for CheapFareGuru.  At this point, I know I have a refund in the amount of $466 sitting there.  I received absolutely no service for my hard earned money.  Please refund my money to my **** Card  #*******************.

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

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 2 tickets from this 3 rd party company apparently. All I was wanting was the lowest ticket. And I guess I was linked up with this company. Well they have blown my email up with emails saying my flight times have changed and I need to confirm to make sure I dont miss my flight. Well I finally did replay. Well then this company charged me $100 on my credit card without my permission. They claim this is in their service agreement. Well its a total scam! My flight times could change serval more times before September. I can not pay and will not $100 every time that the airline changes the times. This is robbery. And this company needs to be shut down for the scams its pulling. I am reporting the charges to my credit card as fraud.

  Business response

  04/15/2024

  We have received your query about the schedule change ticket reissue/revalidation fee. To begin, we wanted to explain why the airline changed its schedule. Airlines may change or cancel flight schedules for technical reasons or to fulfill operational requirements. Weather conditions may potentially cause changes or cancellations. In such cases, we will make every effort to rebook the passengers on another date or flight and give them the greatest service and flight options feasible. We understand that you are concerned about the fee associated with your ticket; however, the one time fee that we charge is for an agency ticket reissue/revalidation fee; as stated in our terms and conditions, this fee is essential for us to charge in order to cover fees imposed on us by the supplier and to pay for the service that the team is providing you with. We hope this addresses your inquiry.

  Customer response

  04/16/2024

   
  Complaint: 21574082
  
  I am rejecting this response because: it is not my fault that they changed the times. Again, my flight is not until September and my flight may changes their times again and I can not and will not pay $100 for both of my tickets to be changed. This is a total scam!! Who actually reads any of the terms and agreements. And I have no idea how I even got my tickets through your company and their for I am not happy with you company and so called policies. I am reporting to my credit card as this is fraud. I did not authorize this charge.
  
  Sincerely,
  
  ***************************

  Business response

  04/16/2024

  Please take note of the Terms & Conditions, which specifically mention any fees resulting from airline schedule modifications, at the time of purchase. However, we will re-imburse you with USD 75 as a one-time exemption in a unique circumstance. Please be aware that if there is a subsequent disagreement over the purchase, this refund will be taken back. Please let us know so that our revenue department can proceed appropriately. 

  Customer response

  04/17/2024

   
  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

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a flight on CheapFareGuru.com. Upon booking the flight, it said 24 Hours Cancellation with a check ***** There was NO mention of a charge in order to cancel within 24hours. I purchased the ticket at 6:33amEST and had been calling since 7:00amEST, I sent an email, and I was finally able to get ahold of someone at 12:07pmEST despite their claim of 24/7/365 customer service, to cancel my ticket. I purchased travel protection(Travel Assist) with my flight, and I noticed they kept it. I called back to ask who do I need to reach out to to have this returned and they told me that it was use for the cancellation fee. After a long conversation of explaining that their site was very misleading, it doesnt mention ANYTHING about a cancellation fee within 24hrs of booking and the guy being slightly impertinent, stating, Even if it was within one minute, you would be charged, after explaining I was reaching out to them since purchasing the ticket. I made it aware to them that I would reach out to BBB and he said you do that, so here I am now. I would like to be refunded for my $39.99 travel protection (Travel Assist) or at the very least, only be charged 9.99 as I have a conscious and know people must be compensated for their work, but not by being misleading it was not mentioned that it would be used for covering any fee and this is why I refuse to allow this to happen to me or anyone else. It was very misleading and any charge of cancellation should be visible for all to see and not hidden away in terms and conditions.

  Business response

  04/06/2024

  Please note 24 hours change & cancellation policy clearly statates: A post ticketing agency service fee will be charged besides any difference in fare if you need to change or cancel your booking within 24 hours from the original purchase. Platinum plan will avoid this potential agency service fee within 24 hours of your booking and receive a full refund, after 24 hours standard airline penalty/rules applies. The customer had purchase ********************** Assist plan thus booking was not charges with a agency service fee of $50 for domestic travel & $75 for internation travel.

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

  24 hours cancellation: If you need to make any changes, weve got you covered! You will be able to cancel your ticket within 24 hours from your original ticket purchase. Our agency fee applies ($50 for domestic & $75 for International). We offer 24x7x365 customer service for change, cancellation and refund assistance. However, you can opt-in to our Travel Assist plan, for a minimal fee which will cover all travelers. Travel Assist plan allows you to make changes or cancel your flight within 24 hours from your original ticket purchase without having to pay standard cancellation fee.
  After 24 hours, standard airline cancellation rules will apply.

   

   

   

• Initial Complaint

  01/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  January 4,24 around 9:00 pm CHEAPFARE GURU sent me a text message that notified me that I book a flight to ******** , **** on flight ID **********, American Airlines, no date showed and will send invoice to my email address. I did not book any flight or contact CHEAPFARE GURU in the last 6 months. No knowledge about how this happened. I afraid , they will draw ticket cost from my bank account ( I dealt with them once about 7 months ago ). As of this complaint file, no activity from my bank account showed they try to withdraw money from my bank.

  Business response

  01/10/2024

  We have located the aforementioned booking ID and would like to explain that we have not communicated with anyone after July 13th, 2023, as indicated below. For review, we kindly ask that the consumer send the text specifics to ********************************* Once more, after July 13, 2023, we are unable to find any correspondence on our end for the aforementioned traveler.

  Your reservation with Agency booking ID ********** for travel between *** and *** has been cancelled on July 13, 2023.
  

  CheapFareGuru: ******** Trip
  E-Ticket Receipt/Invoice sent to *************************
  AA Airline Conf #QCDGPF
  Booking ID: ********** 
  ************ | User : AUTO | 12 Jul, 6:56 PM | Type : etkt | Delivered

*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. ↩