ComplaintsforOojo.com

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased tickets to ***** through OOJO, which included flights from *** to **** and from **** to ****, *****, with a return trip on the same route. During the trip, I decided to change my plans and departed early from **** to ****, purchasing additional tickets directly from ITA Airlines for this segment.Upon arriving at *********** for the second leg of my booked flights, I was informed by the airline that my entire ticket was void because I did not use the original **** to **** flight as originally scheduled. Despite contacting customer service for assistance, I encountered unhelpful responses, including being disconnected twice without explanation or resolution. Consequently, I had to purchase a one-way ticket back to *** at the cost of a round-trip fare.It is important for customers to be aware that ********************** sells tickets with undisclosed restrictions. Had I known about these conditions, I would not have chosen to purchase tickets through them.

  

  Business response

  07/08/2024

  Esteemed Bureau,
  
  It's really important to understand airline ticket rules before you travel, especially if there's a chance your plans might change. Some restrictions can cause issues if the passengers are not aware of them.
  
  In the airline industry, it's standard that tickets must be used in the order they were booked. It is not possible to skip a leg of your flight and use the rest unless you have written approval from the airline, which is called a waiver. If you miss a flight, it's marked as a no-show, and the ticket loses its value.
  
  Once you book a flight, it's fully the passenger's responsibility to stick to the schedule and take all the flights in order. The airline is responsible for making sure the flights leave on time without major disruptions.
  Since Oojo did not disrupt the flights and the flights have operated as scheduled, we are not able to provide a refund on this reservation. Changes are no longer possible, since the flight was set as a no-show unfortunately.
  
  The best course of action in such an instance would of been to contact our Customer Support prior to making the decision and booking the passengers to skip a leg of the flight.
  
  Thank you,
  Warm regards
  

  Customer response

  07/09/2024

   
  Complaint: 21950061
  
  I am rejecting this response because:
  As stated in my previous correspondence, I contacted your office on July 3 via email & July 5 on the phone. During these calls, I received no explanation regarding my inquiry, and the calls were disconnected twice. I notified both the airline and your office of my decision not to take the scheduled flight. At no point was I informed that my ticket would be voided if I did not take the first segment of the journey.
  
  Despite being informed several times that nothing can be done for me, I have yet to receive a satisfactory explanation as to why I was not informed of this policy. If this policy is standard practice within the airline industry, I request detailed information on where, when, and how this policy is disclosed to customers.
  
  Sincerely,
  
  ***************************

  

  Business response

  07/10/2024

  Esteemed Bureau,
  
  The passengers were aware that two tickets for a flight with their names was registered and ready to depart on the 5-th of July but voluntarily chose not to show up for the flight or even cancel it beforehand. These types of situations cause inconveniences for the Airline who are expecting these passengers on board, sometimes delaying the flight whilst calling the passenger's names airport wide.
  
  On the 3-rd of July, the customer notified us that they changed their ticket with the Airline directly, which would mean that the ticket no longer required action from our end considering it was already changed with the carrier directly;
  Our Agents cannot cancel or change a booking without the passenger or Credit Card holder explicitly stating "I want to cancel/change this booking". Without explicit instructions, our agents cannot make decisions on behalf of the passenger or accurately interpret the passenger's intentions.

  Customer response

  07/10/2024

   
  Complaint: 21950061

  
  I am rejecting this response for the following reasons:
  
  1. The agency had at least two opportunities to inform me of the policy but failed to do so. Claiming that the policy is in the fine print is an insufficient excuse.
  2. The agency should advise and advocate for their clients, rather than terminating calls when a client seeks resolution of an issue.
  3. The agency's stance that it is solely the customer's responsibility to manage everything without any assistance from the agency is unacceptable. Providing a service means being available to address issues when they arise.
  4. If the agency is incapable of adequately supporting its customers, it should not be operating in a customer service-based industry.
  

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

  

  Business response

  07/11/2024

  Esteemed ************************* does not bear the responsibility to disclose the countless scenarios that are possible during travel since they are not applicable to each individual travel. Please note that Ms. ******* first booked a new flight with the Airline and then contacted us afterwards to see what could be done. The end result being that the ticket loses value once not used as scheduled. The correct course of action would of been to make changes to the original booking rather than buying a new ticket. All necessary information for such scenarios are publicly available and are also available on our website as well as on the passenger's e-ticket;
  
  The concept of a No-Show on flights that are not utilized as originally scheduled is an industry wide standard and was disclosed within the e-ticket, our website, and can be found commonly on the web if researched. 
  Given that the passenger had all the necessary resources to avoid this situation, we are unable to abide by their refund request.
  
  Thank you,
  Warm regards

  Customer response

  07/11/2024

   
  Complaint: 21950061
  
  I am rejecting this response because:

  There will be no fair resolution with this company in this complaint through the BBB. They ***************** behind their fine print to cover up the fact that they failed one of their customers. Whats more important here is the lack of ethics that this company displays in their customer service and in their policies.  Its evident in our correspondence.  I no longer want to interact with his company through the BBB  I will pursue his matter legally

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

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been dealing with this for over one year! I was told that my issue has been resolved with emory healthcare but it wasnt. I was then again charged $45.52 for god knows what!!! I have mentioned I didnt even know the doctor that was on file and mentioned this is a full on scam that emory healthcare is running. i refuse to me a patient or emory healthcare as they LIE to their patients!!! they want to take as much as they can to fill their pockets!! what a shame i am beyond disappointed in this facility shame on them. Please remove this charge immediately thank you

  

  Business response

  07/07/2024

  Esteemed Bureau, 

  Please be informed that we are Oojo, a travel agency, and have no affiliation with Emory Healthcare or any medical facility. The concerns raised in the Client's review pertain entirely to Emory Healthcare, and we are not involved in this matter.
  
  Kindly direct any further inquiries or actions to the appropriate party. Thank you for your understanding.

   

  Customer response

  07/07/2024

  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.
  How can i file for emory healthcare i didnt want to do travel services company so *****
  Sincerely,
  
  *********************************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing in regards to the Booking JS572 with OOJO.com for tickets for family of 4 (2 adults, 2 children) from LAX to FCO.Tickets were bought on 04/03/2024 and the flight dates were 06/03/2024 with return 06/27/2024. *************** handling the flight was ITA Airways.When we arrived at the airport we learned that 3 of the tickets were booked successfully, but one of them, the one for wife and mother ***********************************, did not work. The airline said the ticket was created but somehow not completed/issued. ****** had a reservation code but not for any specific flight. We immediately called OOJO and there were 1-2 hours of conversation between ITA agents at check-in window and OOJO reps over the phone. At the end of 2 hours nothing was resolved and ****** still had no ticket. We had no option but to buy a one-way ticket to get her to fly along with the rest of the family - the ticket is attached.When we arrived in **** we quickly contacted both OOJO and ITA for an explanation and a resolution. ITA verified that the ticket for ****** was improperly issued and still had no return leg, and to have OOJO resolve as they were the company we paid.We asked OOJO to confirm that all 4 paid tickets were properly booked for the return leg and if there was a refund available for the mix up on the first leg of the flight.After many phone calls and emails, 3 weeks passed and there was no refund for the first leg and no solution in place for return - we had to buy a separate one way ticket back home for ****** AGAIN. We have contacted OOJO asking to please refund us for ******'s entire ticket - as we ended up having to pay an extra $2000 ($767.30 + EUR *******) on one-way tickets for ****** to fly with her family. They have not responded with a resolution still.Please keep in mind we are a family with 2 infants under 2 - our daughter *** is breastfeeding and has cerebral palsy - separating Romina from her family was impossible for us.

  

  Business response

  07/03/2024

  Esteemed Bureau,
  
  We have looked through the issue and unfortunately were not able to provide a resolution yet due to the complicated nature of the problem. We are working with Ms. ******************** have started an internal investigation in order to reach an appropriate conclusion that would fit our Customer. 
  
  We thank you for bringing this complaint to our attention.
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Because of a glitch on the Oojo.com website, two plane tickets were processed falsely on April 23, 2024. Oojo.com, the vendor, was notified within 24 hours both via email and via customer call center. ********************** acknowledged the technical glitch and agreed to help correct the problem. Now after 2 months of many discussions, Oojo has yet to refund the tickets. I, the customer, see it the responsibility of ********************** to give a full refund, since this was their website problem.

  

  Business response

  06/30/2024

  Dear Bureau,

  A refund option was already provided to this passenger, we are looking for a confirmation from the client in order to resolve the issue.

  Thank you

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Subject: Complaint Against Oojo.com for Unauthorized Ticket Cancellation and Insufficient Compensation I am writing to file a formal complaint against Oojo.com regarding their mishandling of my fathers flight ticket, resulting in significant inconvenience and financial loss.On 5/24/2023, my father purchased a round-trip ticket from Oojo.com. The outbound flight was used on 6/2/2023. The inbound flight was rescheduled for 5/28/2024. However, upon arrival at the airport on 5/28/2024, he was informed that his ticket had been refunded at Oojo.com's request on 5/23/2024, without prior notification or consent.Asiana Airlines confirmed that Oojo.com requested the refund. Oojo.com claimed the ticket was canceled because it had been one year since purchase, a policy not stated in their terms. Their fine print states, "OOJO agents will not cancel any reservation without a written cancellation request from a customer."My fathers work was significantly disrupted due to the missed flight. We had to purchase a last-minute ticket for $1,427.90 from another airline, as the Asiana flight was over $1,700. This led to unnecessary expenses, multiple trips to the airport, and wasted time.After numerous complaints to Oojo.com, we received an email stating they would refund us $480.80, while the original ticket cost was $1,293.13. This offer is unacceptable, as we never requested a refund, and we incurred an additional $1,427.9 expense due to their mishandling. The compensation offered does not even cover half of the original ticket price and fails to account for the additional costs and inconvenience caused by their actions.I seek compensation for the $1,427.90 spent on the last-minute ticket. I also request acknowledgment of their fault and assurance of future prevention.Enclosed are copies of the original ticket purchase receipt, fine prints, the last-minute ticket receipt, and emails from Oojo.com regarding the refund.Thank you for your attention.

  

  Business response

  06/25/2024

  Dear Esteemed Bureau,
  Thank you for reaching out to us. We sincerely apologize for any inconvenience experienced while cooperating with our services. Please be informed that we have contacted the customer regarding their compensation request and have offered several options for them to choose from.
  We appreciate your understanding and patience in this matter.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ojoo platform has poor UX which caused them to have an error when issuing my ticket. They cut off the last 3 letters of my last name which will prevent me from being able to fly. I know I did not made this mistake because I remember clearly filling out the form and I wouldnt make a mistake like than on my own name. The company is not taking responsibility for their mistake nor giving any fair solutions to the issue. In order to help me they are charging me a $250 fee on top of the $310 I already payed them for my ticket that cant be used. They didnt offer to refund me or to fix the mistake.I believe this is a scam and a way for them to make more money out of customers. I think abt a refund for my ticket as I am not able to fly with a ticket that has an incomplete name.

  

  Business response

  06/24/2024

  Esteemed Bureau
  Good day!
  We have contacted the passenger directly and we will work on this case. 
  If there is any issue with the provided resolution, we suggest the customer to either reply to this ******************** complaint, or to send an email to ******************************* , in order to have the issue further evaluated. 
  Thank you.  

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to formally complain about an extremely disappointing experience with Oojo.com, which I believe constitutes deceptive business practices.I booked a round-trip ticket confirmation number VL4P8 through Oojo.com via Air India Airlines. Typically, altering flight details incurs a moderate fee of $100 as has been my experience with other booking platforms like Booking.com and Expedia. However, the handling of my change request by Oojo.com was not only poorly managed but also shockingly expensive.When I requested a change to only my departure itinerary.Oojo.com informed me that the cost to alter my flight would be an exorbitan $792.80 despite the availability of the same flight online is better if booked anew. Furthermore, oojo.com is charging a $200 penalty. This discrepancy in pricing is inexplicable and seems deliberately opaque, aimed at exploiting customers.Additionally, the customer service representatives assigned to my case were notably ineffective and seemed trained to complicate the situation further, pushing me to accept unreasonable fees or forsake my initial payment.Upon contacting ******** Airlines directly, they mentioned that if I booked with airindia they could have done without the excessive fees imposed by Oojo.com. This direct resolution highlights the unnecessary complications and costs introduced by Oojo.com in what should have been a straightforward process.Given these circumstances, I urge the BBB to investigate Oojo.coms business practices. Companies like Oojo.com should not be permitted to operate if their method involves misleading and overcharging customers.Thank you for considering this complaint. I am hopeful for your support in resolving this matter and preventing future occurrences of similar issues.

  

  Business response

  06/22/2024

  Esteemed Bureau
  Good day!
  We will contact 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.  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was unable to fly, because I could sit for a long period of time. Because of my back, I could sit for a long period Of time. I was planning on Midrid. Dr. **** I needed surgery. I have been asking for a refund for several months, they keep on changing the requirements for the refunds. I just want my refund. It is a lot of money to forget it. $702.24

  

  Business response

  06/05/2024

  Dear BBB,

  Previously, were done multiple attempts to reach customer over the email and phone.
   
  The medical document provided will be checked it and if it satisfies the regularly accepted requirements of the carrier, will be forwarded to the airline.
   
  Refunds are not guaranteed and are subject to airline approval.
   
  Thank you

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is regarding the non issuance of the refund for the flight that was not given to board .Please note the below communication is a Escalation against OOjo and Westjet mishandling, miscommunicated the reservation and ruin the entire vacation plan.If you are not capable enough handling this case I have faciliate that with the help of you executive team in copy to address this case with priority and dignity and seeking for justice what wrong with me. This is a Serious escalation against the Westjet flight booked : Oojo travelagent PNR WZR9CG , WestJet PNR: OVBHGY , Alternative offered flight Delta Checkin: H22ND3 for the flight from ******* to *********(05/28) under ticket# : ************* , ************* , ************* Please note this is leisure family vacation international travel which sadly forced to be cancelled for severe mishandling issue by Westjet and OOjo.There are involuntary change happen to reservations and neither Oojo , nor Westjet able to issue ticket / boarding pass hence I missed flight .I have send email and ask for refund and there is long email chain with schedulechanges department without resolution . Oojo sayings Westjet takes control of ticket and they can't issue refund and OOjo saying westjet told that customer decline to take the alternative flight . I have spoke to ****** on schedule change / emailed and gave prove that there is no evidence I decline the alternative flight and opted for it but boarding pass couldn't be issued by delta or westjet and I missed my flight and whole trip cancelled.n Wed, 29 May 2024 at 13:04, Erida <******************************************> wrote:Dear ********, Thank you for contacting us! As per checking your flight was on schedule. You reached re-protection department, we are working only with involuntary schedule changes and flight cancellations. Unfortunately we cannot assist you with the compensation request. To request it, kindly contact our customer support department. Sincerely,Erida

  

  Business response

  06/07/2024

  Esteemed Bureau,

  Thank you for bringing this matter to our attention.
  We have discussed this matter with the client and have reviewed their complaint
  It seems like there was no issues from our end, and the entire situation is due to passenger's/airline's actions.

  We encourage the customer to follow the normal procedure, and submit a feedback form on airline's website, this will ensure that the responsible party will provide their resolution to this issue,
  Nevertheless we are also open to submit the feedback on passenger's behalf.

  Thank you,

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Agent did not tell me specific information about my flight I suppose to flight with ************* I went to the ******************** and they issue boarding ticket for American Airline so the agent wasnt clear with me from the beginning he was telling me that ************* is nice and 5 star service . So politely *** asking to refund my ticket or refund half of it because it was the Agent fault even if it has been used because I couldnt cancel my flight I have to be in ***** on 25 Jan

  

  Business response

  06/07/2024

  Esteemed Bureau, 

  Good day and thank you for reaching us! After reviewing the Customer's reservation with ************** we have confirmed that it was successfully utilized. By submitting the Online Authorization Form, the Customer has acknowledged and authorized the details related to the purchase. Consequently, we regret to inform the Customer that we are unable to provide the requested compensation at this time.

  Thank you!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩