ComplaintsforAlpha Media Group, Inc.

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Flight was booked for LAS to *** on March 19, 2021 for travels on April 14th returning May 9th for $3506.90 ******* Airlines eTicket number: ************* PNR: RF4GBN Confirmation Number:ST327741 Flights needed to be cancelled and rebooked at a further date due to travel restrictions.Flight was cancelled and confirmed.I was ready to book the flights in November to go for my mothers funeral... contacted them but no response... was forced to book with another airline due to time issues.I have contacted them via email numerous times since but no response. I had to rebook before the end of 2021... at this rate I would like a refund as they do no respond

  Business response

  12/23/2021

  We have extended the customer's credit to May 31, 2022.  In using the credit, a different routing is permitted so long as the same airline as originally ticketed is used.

  Customer response

  12/30/2021

  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.

  However a timely response when booking would be appreciated.

  
  
  Sincerely,
  
  Jalni Haria

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked my flight thought bookingvault/ AMG travel on march 19,2021 flight had to be cancelled due to lockdown of international flights to ***** bookingvault issued credit and told me to contact them to rebook been sending them numerous emails to rebook since November and no one has gotten back to me

  Business response

  12/09/2021

  This is the same complaint as 16346240.  We will be responding to 16346240 within the next few days.

  Customer response

  12/10/2021

  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,
  
  Jalni Haria

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 8, 2021, I charged $2265.28 to Amgtravel , on line, for a round trip, business class ticket on ******* Airlines from ************* to **********.Unfortunately, I subsequently had to cancel the trip as the country was not issuing tourist visas at the time, due to Covid. My request was answered by *** Avilno, Traveler Helpdesk, *****************=600-5830. I was offered a full credit for any flight within the next year.Last summer I tried to use the credit for a flight to Zagreb this year. The only flight offered was one that was $1000. more than something I could book myself, directly through the airline.I was told I could now receive a credit of about 1/2 of my original amount, good for 2 years. Since the credit was not useful, I asked for a full refund, After several weeks of emailing on Sept. 17 I was told I would receive a refund of $863.17.I have received nothing. I would like a full refund of my original payment as I have received nothing in return for my purchase.

  Business response

  12/09/2021

  The customers version of the transaction is not correct.  We did help him use his credit to book a round trip business class ticket from ************* to ******. We booked him on September 10 of this year, by using his credit of $2265 plus a fare difference of $342. This is a total cost of $2600 for a round trip business class ticket to Europe, which is more than a fair price. Travel date for new booking was 10/10/21 and we had written authorization by him to book him on these flights. It is clear from our records that the client agreed to book these flights at this price and use his credit. However, on  September 12 he decided that  he wanted to change dates. His customer **** ********** quoted him the cost to change which was $942.12. The Client did not want to pay the cost and chose to book his own flights online. He then asked us to cancel his booking and get a refund. *** advised that if he cancels, he will get a credit of only $863.17. Client did not want to agree and authorize the cancellation. There was series of emails showing that *** continuously explained  that this is what he can get back if he cancels, while client kept asking for a full refund, which was  not possible under the terms of the ticket purchase. As a result, the flight dates arrive and the client does a no-show. All ticket value is forfeited. 
  
  So client never authorized the cancellation, and he was never told that he was getting a refund. In short, we owe him nothing and we have nothing to give him. We booked him a great ticket using his credit, with his authorization, we quoted him the cost to change which he did not take and we quoted him the terms of cancellation which he did not take. 

  Customer response

  12/10/2021

   
  Complaint: 16341431
  
  I am rejecting this response because:

   

  I was offered a refund and have received nether a refund nor credit; I was never provided with terms and conditions prior to being asked to purchase a ticket, I have never received an explanation for the disappearance of my original money, I have still received NOTHING for my original purchase, not a flight, not a credit, not a full or even partial refund.  Since I have received nothing, I am still requesting a refund of the full amount.

   

  -----Original Message-----
  From: ******************* <*****************>
  To: ***@bookingvault.com <***@bookingvault.com>
  Sent: Sat, Oct 2, 2021 9:11 am
  Subject: Re: Flights to ******
  Hi ***,
  
  I don't understand.  I bought an exchangeable ticket, and accepted a credit good for one year.
  
  How did I lose $1400 in 8 months?
  
  My credit should be for the full purchase amount
  
  
  -----Original Message-----
  From: ***************** <***@bookingvault.com>
  To: ******************* <*****************>
  Sent: Sat, Oct 2, 2021 7:52 am
  Subject: Re: Flights to ******
  Hi ****,
  
  Yes, that's the cost of the original flight.
  
  If we canceled what we just booked, the credit will only be $863.17. Please advise if we should cancel for credit.
  
  
  
  On Tue, Sep 28, 2021 at 10:10 AM ******************* <*****************> wrote:
  Hi ***,
  
  Was the original flight charged on March 8 for 2265.38?  If I take the two year credit, will I get that full amount in credit?
  
  Thanks again for your help,
  
  ****
  
  
  -----Original Message-----
  From: ***************** <***@bookingvault.com>
  To: ******************* <*****************>
  Sent: Thu, Sep 23, 2021 3:20 pm
  Subject: Re: Flights to ******
  Yes. That's the original ticket that was canceled for credit. The new ticket is the flights to ****** that you requested.
  
  On Thu, Sep 23, 2021 at 3:17 PM ******************* <*****************> wrote:
  Hi ***,
  
  Was this the original ticket?  I don't know why I can't access the details in this email
  
  ****
  
  **** Brand (*****************)To:**** Brand Details
  
  Turkish Airlines
  1
  2
  Depart - Tue, Mar 30
  18h 35m
  This flight arrives - Thu, Apr 01
  Flight Advisor
  ***
  06:20 pm
  *************, **
  trending_flat
  IST
  05:15 pm
  ********, ******
           Next Day Arrival
           TK 80 |
           Operated by TURKISH AIRLINES
  View Seats and Amenities
  BUSINESS
  12h 55m
  Change planes in ********, ****** (IST)
  1h 25m
  IST
  06:40 pm
  ********, ******
  trending_flat
  TAS
  12:55 am
  ********, **********
           Next Day Arrival
           TK 370 |
           Operated by TURKISH AIRLINES
  View Seats and Amenities
  
  I /
  
  -----Original Message-----
  From: ***************** <***@bookingvault.com>
  To: ******************* <*****************>
  Sent: Thu, Sep 23, 2021 12:01 pm
  Subject: Re: Flights to ******
  Hi ****,
  
  As per the ticket supplier, you will be getting a credit of $863.17. Unfortunately, we have to go per the terms and conditions of this ticket which is out of our control since this was already booked.
  
  I'll ask our supplier to make the credit valid for 2 years but that's as far as I can go.
  
  Please advise if we should proceed in canceling for credit.
  
  
  Best,
  ***
  
  On Thu, Sep 23, 2021 at 11:43 AM ******************* <*****************> wrote:
  Yes please. I never understood they were actually booked
  
  Ive booked another flight for less money so I would like a refund please
  
  Thank you
  
  
  Sent from the all new *** app for iOS
  On Thursday, September 23, 2021, 10:01 AM, ***************** <***@bookingvault.com> wrote:
  Hi ****,
  
  What do you mean? Should we cancel your original flights?
  
  On Thu, Sep 23, 2021 at 9:55 AM ******************* <*****************> wrote:
  Hi ***,
  
  I was able to find a much better price on line.
  
  I'd prefer to just have a refund.
  
  Thanks
  
  
  -----Original Message-----
  From: ***************** <***@bookingvault.com>
  To: ******************* <*****************>
  Sent: Wed, Sep 22, 2021 2:29 pm
  Subject: RE: Flights to ******
  Hi ****,
  
  Unfortunately, thats the only option out supplier can offer.
  
  Price difference for those flights is $942.12.
  
  Attached to this email is the *** file for the confirmed booking made last September 14.
  
  From: ******************* [mailto:*****************]
  Sent: Wednesday, September 22, 2021 1:02 PM
  To: ***@bookingvault.com
  Subject: Re: Flights to ******
  
  Hi ***,
  
  It looks like this has me leaving ****** earlier, spending the night at Schipol and arriving in ** at the same time on the 17'th.  If that's the case, the first itinerary makes more sense.
  
  There is no difference in price listed so I don't know how much we're talking about.
  
  The itinerary you sent on Sept 14.  Is that booked now?
  
  Thanks,
  
  ****
  -----Original Message-----
  From: ***************** <***@bookingvault.com>
  To: ******************* <*****************>
  Sent: Wed, Sep 22, 2021 10:54 am
  Subject: RE: Flights to ******
  Hi ****,
  
  This is the cheapest option that our supplier sent. Please check the flights below and if it works, please send the *** code of your card so we can charge the fare difference,
  
  
  $942.12 fare and tax difference
  
  
  KLM Royal Dutch Airlines 1944
  Depart:
  05:00PM NOV 16 *************************************************************************** (********
  Arrive:
  07:10PM NOV 16 2021
  ******** (AMS) - *********, ***********
  Class of service:
  Business Class
  
  
  KLM Royal Dutch Airlines 605
  Depart:
  10:10AM NOV 17 2021
  ******** (AMS) - *********, ***********
  Arrive:
  12:10PM NOV 17 2021
  *************************** (***) - *************, **, *************
  Class of service:
  Business Class
  
  
  From: ******************* [mailto:*****************]
  Sent: Sunday, September 19, 2021 12:21 PM
  To: ***@bookingvault.com
  Subject: Fwd: Flights to ******
  
  Hi ***,
  
  Where are we with this now?  Were you able to get the return a day earlier?  Is it booked?
  
  I know I've wavered a lot on this and I apologize.  I am not normally such a pain in the ****.  But there have been a lot of factors playing into all of this, not the least of which is the unknowns of travel planning in the time of Covid.  I'm sure you know more about that than I do and it must make your job difficult.
  
  I am ready to book, preferably with the return a day earlier.  If not, I'll take this and trust that the flights will happen as scheduled.
  
  Thanks,
  
  ****
  
  
  -----Original Message-----
  From: ******************* <*****************>
  To: ***@bookingvault.com <***@bookingvault.com>
  Sent: Tue, Sep 14, 2021 1:26 pm
  Subject: Re: Flights to ******
  Hi ***,
  
  I hope you enjoyed your time off.
  
  I'm unable to open the attachment on your other email.  Could you please re-send it?
  
  Would it be possible to see if you could get the return flight on the 16'th without a huge change in cost or is that something I can do  myself once I have seen the details.
  
  I just can't miss the appointment I have on Nov 18.
  
  Thanks,
  
  ****
  
  -----Original Message-----
  From: ***************** <***@bookingvault.com>
  To: ******************* <*****************>
  Sent: Tue, Sep 14, 2021 9:59 am
  Subject: Re: Flights to ******
  Hi ****,
  
  Sorry, I just got back from my day off. 
  
  The flights are already ticketed before you sent me this email and I just sent the confirmation now. For changes, penalties and fare difference may occur.
  
  Please advise.
  
  On Sun, Sep 12, 2021 at 3:12 PM ******************* <*****************> wrote:
  Hi ***,
  
  If possible, I'd rather get back to *** on Nov 15 or 16 because I have an appointment on the 18th.  A return on the 17'th is cutting it close.  
  
  Thanks,  ****
  -----Original Message-----
  From: ***************** <***@bookingvault.com>
  To: ******************* <*****************>
  Sent: Sat, Sep 11, 2021 6:13 am
  Subject: RE: Flights to ******
  Got it. Thanks ****. Working on this now.
  
  From: ******************* [mailto:*****************]
  Sent: Friday, September 10, 2021 7:38 PM
  To: *****************
  Subject: Re: Flights to ******
  
  No. I thot this was KLM?  I have accts with BA, Turkish & Leudthasa
  
  
  Sent from the all new *** app for iOS
  On Friday, September 10, 2021, 3:57 PM, ***************** <***@bookingvault.com> wrote:
  Hi ****,
  
  Im working on this now.
  
  I just want to confirm that you dont have an account with Air France, do you?
  
  From: ******************* [mailto:*****************]
  Sent: Friday, September 10, 2021 3:01 PM
  To: *****************
  Subject: Re: Flights to ******
  
  431
  
  And I prefer an aisle seat
  
  Thanks!
  
  
  Sent from the all new *** app for iOS
  On Friday, September 10, 2021, 11:03 AM, ***************** <***@bookingvault.com> wrote:
  Hi ****,
  
  Please send the *** code of your card for the fare difference.
  
  From: ******************* [mailto:*****************]
  Sent: Thursday, September 9, 2021 4:01 PM
  To: ***@bookingvault.com
  Subject: Re: Flights to ******
  
  Hi ***,
  
  Yes, please proceed.
  
  Thank you,
  
  ****
  -----Original Message-----
  From: ***************** <***@bookingvault.com>
  To: ******************* <*****************>
  Sent: Thu, Sep 9, 2021 12:38 pm
  Subject: RE: Flights to ******
  Hi ****,
  
  These flights are changeable but there is a fee for the new flights and sometimes, we would need to cancel and rebook if there is no option available through the same supplier.
  
  Please advise if we should proceed.
  
  From: ******************* [mailto:*****************]
  Sent: Wednesday, September 8, 2021 10:14 PM
  To: ***@bookingvault.com
  Subject: Re: Flights to ******
  
  Hi ***,
  
  This looks great!  Thank you for your assistance.
  
  Are these flights exchangeable?  Presently, Covid restrictions will let me travel but things can change by October.
  
  Thanks again,
  
  ****
  -----Original Message-----
  From: ***************** <***@bookingvault.com>
  To: *****************
  Sent: Wed, Sep 8, 2021 2:08 pm
  Subject: Flights to ******
  Hi ****,
  
  Please check the flights below and if it works, please send the *** code of your card so we can charge the fare difference.
  
  
  
  $865.12 fare and tax difference per passenger
  
  
  KLM Royal Dutch Airlines 606
  Depart:
  01:45PM OCT 10 2021
  *************************** (***) - *************, **, *************
  Arrive:
  09:05AM OCT 11 2021
  ******** (AMS) - *********, ***********
  Class of service:
  Business Class
  
  
  KLM Royal Dutch Airlines 1941
  Depart:
  02:15PM OCT 11 2021
  ******** (AMS) - *********, ***********
  Arrive:
  04:05PM OCT 11 *************************************************************************** (********
  Class of service:
  Business Class
  
  
  KLM Royal Dutch Airlines 1938
  Depart:
  06:30AM NOV 17 *************************************************************************** (********
  Arrive:
  08:40AM NOV 17 2021
  ******** (AMS) - *********, ***********
  Class of service:
  Business Class
  
  
  KLM Royal Dutch Airlines 605
  Depart:
  10:10AM NOV 17 2021
  ******** (AMS) - *********, ***********
  Arrive:
  12:10PM NOV 17 2021
  *************************** (***) - *************, **, *************
  Class of service:
  Business Class
  
  
  
  Thanks,
  
  *****************
  Senior Account Executive
  t.  **************
  e.  ***@bookingvault.com
  w.  bookingvault.com
  a.  ***************************************************************************************
  
  
  Sincerely,
  
  *******************

• Initial Complaint

  12/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked a flight via booking vault.com and then. They refused to Give me back my ****** they stated they couldnt give me back flight credit and I lost my money. ********************* is a fraudulent man who threatens customers via email and I would publicize this in the media as well as every news channel to turn heads to this. I am tired of this company lying and take our money ..my husband even booked a flight and then we got back flight credit and we cant use it even when its in his name because we book for our little cousin this is ridiculous and I am ready with my lawyer just in case Im not given back my refund for ******

  Business response

  12/09/2021

  This customer was informed at the time of booking that the fare was non-cancellable and non-refundable.  The following is a copy of an email correspondence to the customer, who also has initiated a chargeback dispute on her card:

  "You booked a trip with us through our partner the Benefit Hub. We handle all reservations made through them. The confirmation code for the reservation with us is BH357394. We were notified that you're disputing the charge for this transaction. 
  
  
  The reason for the dispute on file with the bank is "cancelled". Upon reviewing your account, I found that the flights you selected were booked, the tickets were issued, and the confirmation was delivered, opened, and viewed. The flights are set to operate as scheduled. The flights are not cancelled. 
  
  
  You reached out to us to inquire about cancelling the reservation. One of our agents responded to your inquiry with information based on the ticket's fare rules. As stated in our agreed terms and conditions, the ticket is nonrefundable and airline tickets are subject to the published conditions of carriage and rules, including but not limited to cancellation policies, of the applicable airline. In this case, the ticket cannot be cancelled or changed."

   

  There is no remedy other than as stated above
  
  

  Customer response

  12/10/2021

   
  Complaint: 16199011
  
  I am rejecting this response because:you took my money and refused a refund. I will be taking this up with my attorney.thank you
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 6 tickets for my family (6 total) back in January 2020 for a July 3rd flight to ******. The flight was cancelled and they would not refund the money. Many emails and phone calls. Each time they offered credit with time limits on booking and flying. Each time it was a different time frame, so times shorter sometimes longer. Finally another person threatened to remove al credit. I do not have a definitive time frame on how long the credit is valid for to book and to fly. I have small children that cannot be vaccinated and based on the fact that the flight was cancelled, I want a full refund for the tickets.

  Business response

  12/04/2021

  This client purchased nonrefundable tickets and has agreed to receiving airline credit in case of a cancellation at the time of purchase. Their credit is active and has been extended by the ticket supplier. The expiration date is 10/15/2022, actual travel dates can be up to 11 months later. We have also offered client a partial refund after cancellation fees which they have previously declined. An extended credit, or a partial refund are still on the table. We are happy to discuss this with client should they want to reach out to us.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We used Alpha Flight Guru to help customers book travel for a trip that was scheduled to take place in 2020. We are not a travel agency -- the funds were exchanged solely between our customers and AFG. The trip was postponed due to COVID, and the process of getting refunds/credits from AFG has been nothing short of a nightmare. I have one customer in particular for whom I have not been able to redeem the credit, due to AFG seedy business practices and refusal to answer my calls/texts/emails. I called the airline myself (Delta) and was told the credit is not theirs, but this company's. If that's the case, why am I unable to get a refund and unable to get this company on the phone? I was told the only way to rebook this flight is through them, which I am not even able to do because they don't respond to any outreach. In the last five days alone, I've sent 7 emails, 3 text messages and left 3 voicemails. My customer is a senior citizen and has been dealing with great distress because of this issue. He paid $3,550 on January 20, 2020 and has still been unable to resolve this issue. We've experienced SEVERAL other issues while working with this company, but this is the only one I have time to deal with at the moment...

  Business response

  12/09/2021

  Our customer service manager has resolved this issue with the customer.

• Initial Complaint

  11/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I purchased a plane ticket on July 15th, 2021 for my wife to fly on August 11th, 2021 from ********* to ***********, transiting through ******. The cost of the plane ticket is $1022.49. At the day of departure, my wife went to the ***port only to find out that ****** extended a ban on August 5th (6 days before departure) disallowing passengers to transit through ******. I called EVA *** call center that day, and they told me they are aware of the ban, and that they are doing refunds but I would need to go to the travel agency (Bookingvault, aka Alpha Media Group) to obtain that refund because they issued the ticket. See picture of EVA ************ that are giving out refunds. Needless to say, I went to travel agency asking for that refund and they blamed me for not having the proper documents to board the plane. Today (November 5th), I contacted the ***line company and was stunned to learn from them that they had issued a full refund to Bookingvault with no penalty already on August 11th (the same day of flight departure). I have a recording of the conversation with the ***line company stating that. Refer to the attached Word file for that recording.The issue that I have with Booking vault is that they refuse to refund my payment despite being fully reimbursed by the ***line company. Basically, Bookingvault took my money and kept my money, and as well took back the money from the ***line company. All I want is for Bookingvault to in turn refund the money I paid them.

  Business response

  12/04/2021

  Upon reviewing this account, we found that the flights that the customer selected were booked, the ticket was issued, and the confirmation was delivered, opened, and viewed. The flights operated as scheduled. They were denied boarding at the airport due to the lack of proper
  documentation required for travel. As stated in our contract, the passenger bears the responsibility of researching the entry requirements and restrictions of their destination and connection points as well as obtaining all necessary documentation required for travel. Therefore, services were received but were not used. We cannot be held responsible in this case. The customer contacted us after they were denied boarding. Typically, the result
  of not taking action on a reservation, and not cancelling it, at least prior to the time check-in opens is a forfeiture of the ticket and its value. In these cases, even attempting to salvage a flight credit is not the same process as cancelling the flight well ahead of departure.
  It can take several business days and there is no guarantee. The fact that they were denied boarding does not change the conditions of the ticket. As stated in our agreed terms and conditions, the ticket is nonrefundable. There are no grounds for a refund.  
  
  

  Customer response

  12/07/2021

   
  Complaint: 16106343
  
  I am rejecting this response because:

  Upon reviewing this account, we found that the flights that the customer selected were booked, the ticket was issued, and the confirmation was delivered, opened,and viewed. ******: No dispute on this. 

  
  The flights operated as scheduled. ******: The flights operated as scheduled, but that does not mean someone can check in. If you look at the entry restrictions picture I have attached, Transfer/Transit in ****** is suspended. The flight operated for people flying into ****** for Nationals of ******, students, diplomatic and humanitarian personals. No Transfers allowed.Just for Alpha to say flights operated as scheduled does not mean that one can check-in.

  
  They were denied boarding at the airport due to the lack of proper documentation required for travel. ******: This is not true. We were denied check-in, not denied boarding. 2nd part, we were denied check-in because of ****** not allowing transfer/transit in ******, and not due to the lack of proper documentation required for travel. See attached Entry Restrictions picture. 

  
  As stated in our contract, the passenger bears the responsibility of researching the entry requirements and restrictions of their destination and connection points as well as obtaining all necessary documentation required for travel. ******: The reasoning to not being able to check-in is because ****** Government had suspended Transfer/Transit in ******, therefore this statement is not applicable to this case.

  
  Therefore,services were received but were not used. ******: Not factual. Services were received but were not provided, due to ****** banning transfer/transit.

  
  We cannot be held responsible in this case. ******: Yes, Alpha is held responsible because services were not provided. Here are the reasons:
  1)Air Canada had provided a full refund to Alpha. BBB can confirm this is true by contacting Air Canada directly.  The issue is that Alpha refuses to refund my payment despite being fully reimbursed by the *************** four months ago. Furthermore, Alpha lies to saying that we were denied boarding at the airport due to the lack of proper documentation required for travel as an excuse to not issue refund when all evidences point to that there is a travel ban in place and that the airline company is acknowledging that and as well giving refunds.
  2)Alpha, as a ************* operating in **********, has an obligation to comply to Californias Seller of Travel Law. In that law (clause ********) states that The seller of travel has an obligation either to provide the air or sea transportation or travel services purchased by the passenger or to make a refund as provided by this section. The seller of travel shall return to the passenger all moneys paid for air or travel services not actually provided to the passenger

  
  The customer contacted us after they were denied boarding. ******: This is false. We contacted you after we were denied check-in (not denied boarding),and as well had called you noting for the travel ban at the time of the conversation.

  
  Typically,the result of not taking action on a reservation, and not cancelling it, at least prior to the time check-in opens is a forfeiture of the ticket and its value. In these cases, even attempting to salvage a flight credit is not the same process as cancelling the flight well ahead of departure. It can take several business days and there is no guarantee. ******: Air Canada had provided Alpha a full refund on August 11th. To say even attempting to salvage a flight credit is preposterous when refund was already provided by Air Canada to Alpha four months ago.
  

  The fact that they were denied boarding does not change the conditions of the ticket.As stated in our agreed terms and conditions, the ticket is nonrefundable.There are no grounds for a refund.  ******: This is false. We were not denied boarding. All of this originated from the ****** Transfer/Transit ban. Per ********** law, the seller of travel shall return to the passenger all moneys paid for air or travel services not actually provided to the passenger. On top of that, Air Canada had already provided a refund to Alpha.
  

  A formal complaint has been filed with the **************** Attorney General and Consumer Affairs.

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

  Business response

  12/09/2021

  We have offered what we consider, under all of the circumstances, a fair resolution.  We have nothing further to offer.

  Customer response

  12/13/2021

   
  Complaint: 16106343
  
  I am rejecting this response because the there was no resolution provided, and on top of that Alpha has broken **************** laws by not refunding. In addition, here are the following facts:

  1) Alpha did not dispute that the airline company returned them the money. Alpha has remained quiet and been avoiding this topic. Alpha has essentially collected money from my end and from the airline company for a service that was not provided.

  2) Alpha did not dispute that there was a transfer ban in effect at ******.

  3) Alpha's response did not acknowledge that they are non compliant with State law by not providing a refund for a service that was not provided (and on top that already fully compensated by the airline company).

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

• Initial Complaint

  10/24/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 1/29/2020, we purchased flights to ***** for that summer, for $1568.80 through a company called BokingVault.com/Alpha Media Group, Inc. We thought we were using PSEA to purchase tickets, but somewhere along the way, we must have been redirected to this third party. COVID forced us to cancel the flights, and we were told we could only get credit (even though we requested a full refund). Since then, we've been told we cannot get a refund, but our credit is valid through 1/25/2022. The lack of communication and response to our repeated phone calls and email led us to believe this company was not legitimate. We therefore filed a dispute with our credit card company this past June 2021. However that dispute was not supported by Discover, because Discover stated this company is in fact legitimate. Upon receiving the dispute, we finally heard back from BookingVault.com. Now, that we are ready to use this credit, we are once again having trouble hearing back from anyone at this company. At this point, we don't trust this company with our money, our credit, our credit card information, or potential flights we may be flying on. We just want our money refunded in full at this point.

  Business response

  10/26/2021

  I have requested a senior customer service manager to reach out to the customer to help with using the travel credit.  As with many businesses, we are dealing with a staffing shortage and apologize for the problem with communications.

  Customer response

  11/03/2021

   
  Complaint: 16056183
  
  I am rejecting this response because:the last attempt this company made to purchase flights for us using our credit card, the representative told me (a week after I accepted the additional charge on top of the credit) that my credit card was declined.  I gave him my credit card information over the phone the week prior.  I then immediately called my credit card company to ask if there had been any recent declines on my card and they said there had not.  Im not sure if I trust this company after this latest incident.  
  
  Sincerely,
  
  *************************

  Business response

  11/23/2021

  Our team, as I last responded, has been working on this issue for the customer.  I have just verified that we have been able to obtain a full refund from our supplier, which will be credited to the customer's account as soon as we receive it.  I am informed that this particular supplier is a bit slow with the refunds, so it could be several weeks before we can credit it to the customer's card.

   

• Initial Complaint

  10/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked a flight through bookingVault.com on 8/12/2021 for 938.45.The flight was cancelled.After many, many phone calls and emails, received this:On Sep 6, 2021, at 9:38 AM, Traveler Helpdesk wrote:?Hi **************** We were able to resolve the issue.The supplier is now processing the refund. Refund may take 1-4 monthly billing cycles.Regards,******************* Senior Account Executive Direct Line: ***************** Toll Free: ***************** Have since been unable to get in touch with them.Thanks for your help.

  Business response

  10/26/2021

  We apologize for the communication problem  We are experiencing a staffing shortage, and I directed a senior customer service manager to reach out to the customer with a status update regarding her refund.  I will note that, as the customer was informed, it can take several billing cycles for a credit to appear on an account, a process over which we have no control.

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