Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally raise a complaint regarding my return flight from ***** to ********, scheduled for April 20, 2025. Upon reviewing my itinerary, I discovered that the segment from ******** to ******** was missingan issue caused by a prior schedule change that disrupted my entire return trip.I contacted my travel agency six times, but they refused to take responsibility, insisting the flights were confirmed. I have proof this is not the case, including a recorded phone call confirming that part of the itinerary is missing. To make matters worse, some agents had no customer service at all, hanging up the phone or just repeating stuff that had nothing to do with the issue.Additionally, there seem to be discrepancies across different channels regarding my reservation details. This inconsistency is deeply concerning and further reinforces my request to have my flight corrected at no cost, to ensure I will actually be able to return home without further complications.Given that I was within 24 hours of check-in, I contacted **************** directly, expecting support under your change policy, which I understand allows flexibility when part of an itinerary is missing due to a schedule change. However, your representatives informed me that I would need to pay a $400 change fee. This is unacceptable, as the error was not mine and clearly falls within the scope of your change ******** make matters worse, your agents refused to escalate the issue to a supervisor or manager, and I was told I would receive a callbackwhich never happened. I am now being placed in a position where, unless this issue is resolved promptly, I will be forced to pay out of pocket to correct something I did not cause.I am requesting immediate intervention to restore my full itinerary and waive any change fees. I am prepared to provide all supporting documentation, including the call recordings and itinerary screenshots, upon request.Ticket number: *************

  

  Business Response

  Date: 04/24/2025

  Esteemed Bureau,
  
  Thank you for allowing us the opportunity to address the concerns raised by our client.
  
  Upon reviewing the reservation, we would like to clarify the following: the original return was scheduled for April 23, 2025, with the routing Tunis ******** ******** (TUNISTJFK). However, on February 25, 2025, a voluntary exchange was requested and processed by the passenger, changing the return date to May 23, 2025, with the same routing. The itinerary has remained consistent in structure, and all segments are currently active and confirmed.
  
  A copy of the updated itinerary was sent to the client following the exchange, and we can confirm that there are no missing flight segments. The trip remains valid and ready for travel.
  
  We regret any confusion or inconvenience this may have caused and remain available to review any specific discrepancies if the client is able to provide further documentation.
  
  Thank you.
  

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23239338
  
  I am rejecting this response because I must express that your reply completely misses the core issue I raised, and this has unfortunately become a recurring theme in my interactions with your support team.
  
  
  To clarify once again: the concern is not about the current itinerary for May 23, 2025. My issue is with the original return itinerary scheduled for April 23, 2025, which was missing the ******** to ******** (ISTJFK) segment altogether. I flagged this issue well before the new itinerary was created. I have documentation, including confirmation emails and a recorded phone conversation, showing that the ISTJFK segment did not exist in the original April 23 itinerary and this discrepancy was acknowledged on the call.
  
  
  It is deeply frustrating that this key point continues to be ignored, while your responses focus on reiterating changes that were made later changes I only requested after realizing the original itinerary was incomplete at a cost.
  
  
  Furthermore, this pattern of dismissing or skimming over customer complaints rather than addressing them thoroughly is unacceptable. It gives the impression that Oojo is more interested in closing complaints quickly than resolving them correctly.
  
  
  As previously stated, I am prepared to provide the supporting documentation again. I request that a supervisor or senior agent properly review the evidence and provide a resolution. I should not be put in a position where I have to pay additional fees to correct an error I flagged early and clearly.
  
  
  I expect a prompt and appropriate resolution to this matter.
  

  Sincerely,
  
  Manjia Chagra

  

  Business Response

  Date: 04/27/2025

  Esteemed Bureau,

  Thank you for allowing us the opportunity to address this matter.
  
  We have carefully reviewed the customer's concerns once again. At this time, we would like to reiterate that based on our records, both the original ticket issued for travel on April 23, 2025, and the subsequent voluntary exchange made on February 25, 2025, reflect complete itineraries with no missing flight segments.
  
  We encourage the customer to provide the documentation they have referenced so that we may review it thoroughly and investigate further. Without receipt of the supporting materials, we are unable to validate the claims made, as our records indicate that all segments were confirmed and in place at the time of ticket issuance. We remain committed to assisting the customer and reaching a fair resolution once the necessary documentation is provided.
  
  Thank you.
  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23239338
  
  I am rejecting this response because:

  I am not sure why they are actively trying to close this case when I sent documentation as Ive sent the documentation twice at this point and the case is very much still unresolved. I will also upload it here clearly outlining the error on their part.

  
  Sincerely,
  
  Manjia Chagra

  

  Business Response

  Date: 05/04/2025

  Esteemed Bureau,
  

  We are actively working with the client to address their concerns. We would like to clarify that there was no missing flight in the itinerary at any point. The discrepancy shown in the clients screenshot appears to have been the result of a temporary system error, which was later resolved. The itinerary has remained intact and has been confirmed by the airline throughout.

  Thank you.
  

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23239338
  
  I am rejecting this response because:

  The issue remains unresolved.

  
  Sincerely,
  
  Manjia Chagra

• Initial Complaint

  Date:04/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase of tickets on 4/13 They contacted me to say they found a better flight then said theyd refund my initial purchase but that I needed to purchase the new ones as well. I said I would not make another purchase until the refund came through. They said that it had been refunded. I asked for proof and they could not or would not provide it. It has been over a week and the refund has not been provided. I have emailed and called and receive little to no help.

  

  Business Response

  Date: 04/26/2025

  Esteemed Bureau,
  
  Thank you for bringing this matter to our attention.
  
  Upon requesting information from the payment platform through which the customer's refund was supposed to be processed, we were informed that the transaction was unsuccessful, due to an undisclosed to us reason.
  We have contacted the customer to either reprocess the refund or arrange reimbursement through an alternative method, depending on the passenger's preference.
  
  Thank you for letting us know.
  OOJO

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 5 international tickets form ****, The ticket dates were May 13, 2025. We changed our travel plan and called Ojoo customer service in Feb 2025 to cancel the tickets. The were supposed to refund me my money and its been 2 months i m waiting on it. I need my **** refund. I will never buy tickets from *** again.PNR No: R2T7FG

  

  Business Response

  Date: 04/14/2025

  Esteemed Bureau,

  We have reviewed passenger's complaint.

  The reason behind the delays in processing the refund, is due to a very high volume of request to be processed via a wire transfer.
  Passenger's payment will be processed in order it was received.

  If the client has any other concerns, we encourage them to reply to our emails.

  Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23187098
  
  I am rejecting this response because: Ojoo email me and said they are working on my refund but did not give me a time line, and it has already been over two months. I can not wait for months or years to get my refund. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/15/2025

  Esteemed Bureau,

  We understand the client's frustration with the wire transfer delays.
  Unfortunately we are unable to provide an ETA for this refund, due to very high volume of requests.

  Nevertheless, the refund will surely be processed, in the order it was received.

  Thank you

• Initial Complaint

  Date:04/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear *********** am writing to formally lodge a complaint regarding the distressing experience I encountered with OOJO.com concerning my flight booking. Below are the detailed circumstances:Booking Details:Passenger Name: Mjgan Sener Dnmez Booking Date: November 22, 2024 Booking Platform: OOJO.com Contact Number Used: ************** Record Locator: LVZMBG Ticket Number: ************** Confirmation Number: 0Q480 Flight Details:Departure: ***, *** on March 11, 2025, at 1:10 AM Arrival: ********, ****** on March 11, 2025, at 10:55 AM Airline: **************** Total Payment: ****** Flight Cost: ****** Ticket Protection Fee: ****** ******************** confirmation number: 7635497)Incident Summary:Due to unforeseen medical emergenciesdental issues requiring urgent attention and my husband, ****** Dnmez, being hospitalized in the *** with heart complications and COVID-19I urgently needed to reschedule my flight to an earlier date. I contacted OOJO.com via their hotline (**************) to explain my situation and request an expedited flight change.Grievances:*********** Loss: Incurred an additional 480 for the new ticket and 160 for baggage fees.****** tickets protection fee ?? 757 .I s.Thank you for your attention to this serious matter.Sincerely,Mjgan Sener Dnmez ************************************************ Phone: ************

  

  Business Response

  Date: 04/10/2025

  Esteemed Bureau,

  Please be informed that we have investigated this case and would like to inform you the following. 
  As per records passenger was assisted with exchange as per ******************* Policy. 
  Client was charged only the fare difference, which must be collected if the new tickets cost is higher then the original one. 
  ******************* activated by the client waives only the airline fee and covers 100% from original tickets cost, however if the new ticket cost is higher, fare difference will apply.
  In the payment form submitted by the client while purchasing the ticket it is indicated this information and client had the possibility to review the following before proceeding with the ticket purchase. 
  
  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. 
  Rarity 

  Customer Answer

  Date: 04/21/2025

  Please see attachment 

  

  Business Response

  Date: 04/22/2025

  Esteemed Bureau,
  
  Per checking passenger  complaint was related to the reservation LVZMBG for: 
  Name:DONMEZ / ****** *****
  TKT:2357057626601
  As we may see this ticket was exchanged under TCS  benefit with the following details: 
  Reservation S3AMWW with **************** departing on 21MAR25  for: 
  Name: DONMEZ / ****** *****
  TKT: 2352260652312
  
  Travel ************ (TCS) waives only the airline charge and covers 100% of the ticket cost, however if the price of the new option is higher then the original cost, fare difference may apply and this is to be covered by the passenger.
  Please be informed that this information was mentioned in the payment form submitted by client before ticket got issued : 
  (OOJOs Change for Any Reason- page 5)
  ,,What you can Change. If you have purchased the Service for any OOJO booking, you may make qualified changes to your booking ONCE. If you are making a change before the first scheduled departure of your trip, you may change any or all segments of your trip, subject to the restrictions in these Service Terms. If you are making a change after completing part of your trip, you may change only the remaining segments of your trip, we will cover only the cost of the remaining portion of your ticket, and you can not use the Service to book a new round trip. You may only make changes to the date, time, one-way or round-trip nature of booking. If you submit a change, the new itinerary must depart within one (1) year from the originally purchased flight departure time. If you use the Service to make a change, OOJO will waive the cost of your change, up to 100% of the remaining cost of your original ticket; excluding any add on fees such as baggage, seats, and other ancillaries purchased at the time of booking. If the cost of the change is more than 100% of the cost of your original ticket, OOJO will cover the cost of your original ticket, and you will pay for the cost difference between the new and original tickets. ''
  
  
  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.
  Rarity 
  

• Initial Complaint

  Date:04/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked flights through them back in February. One of the flights was rescheduled to 12 hours earlier than the original booking time. I contacted the airlines and was told they have a scheduled change policy that any flight changes of 3 hours or more is entitled to a refund. This coincieds with the Canadian Transportation act. OOJO refuses to process my refund stating that the airlines policy for flight changes is a general policy and doesnt apply to all flights through the airlines. Which literally makes no sense. Its the policy which they use to determine refunds. They lie about contacting the airlines to even attempt to get my refund.

  

  Business Response

  Date: 04/06/2025

  Esteemed Bureau, 
  
  We could not locate any reservation in the system based on client contact details, due to this have reached the passenger over email and asked for reservation and ticket number 
  so we could be able to check the records and assist the client with her concern. 

  We kindly invite the client to reply back to the  email sent from *********************************** so we could be able to help solving this issue. 
  
  Thank you
  Sincerely, 
  Rarity

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to bring to your attention a matter concerning oojo.com. In January, I booked two airline tickets via oojo.com for my parents to travel from *** to *** on April 26. However, in February, a travel warning was issued for **************** holding US green cards, advising them not to travel unless necessary.Since then, I have been in contact with oojo.com customer service multiple times over the past two months, providing them with all the necessary details. Despite my efforts, they have refused to credit or provide a full refund for the tickets. During each call, I was assured that my case would be discussed with their supervisors as an exceptional situation, and I would be contacted with potential solutions, such as:Extending the travel dates to a later time once the travel warning is lifted.Transferring the tickets to other individuals.Providing full credit for future use.Unfortunately, their email responses have consistently reiterated the same information without offering any resolution. This situation is beyond my control and has arisen due to the travel warning, which presents significant safety concerns. It is critical that this matter be addressed with the seriousness it demands, as receiving standard replies does not help resolve the issue.I have requested a full refund or full credit for future use as the only viable solutions to this exceptional situation. Canceling the tickets without appropriate options is not acceptable. I urge you to escalate this matter to the highest level immediately and ensure that it is resolved promptly.I trust that you understand the gravity of the situation and hope to hear from you with a resolution at the earliest.Thank you for your attention to this matter.Sincerely, ****** ******-******

  

  Business Response

  Date: 04/03/2025

  Esteemed Bureau,
  
  Thank you for bringing this issue to our attention.
  Unfortunately, no confirmation number or ticket number was provided within this complaint, therefore we can't look into the issue directly and personally.
  
  Generally, when travel warnings are issued, they should be considered prior to finalizing the purchase and not after. The Airline considers such instances as a voluntary refund request and standard fare rules apply in these scenarios. The reason behind this, is that the Airline will still operate the booked flight and other passengers will be attending the same flight. A travel warning does not necessarily mean that travel is no longer possible, it is simply not recommended, but the Airline or our Agency cannot be held liable for this fact.
  
  Hence, no exceptions apply to these circumstances until the Airline themselves issue a general waiver policy which can be used to refund or exchange all tickets attending flights towards this destination.
  I hope this clears up the situation a little and clarifies our Agency's and the Airline's stance on the matter.
  
  Warm regards,
  Thank you

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23153637
  
  I am rejecting this response because:

  I understand that this is an exceptional situation, and I am requesting the airline to issue a general waiver to allow a refund or exchange due to the current circumstances. When we purchased the tickets in January, the political risks were not in place. These risks emerged in February, and since then, I have been in touch with oojo.com to request a full refund, credit, or exchange. Unfortunately, I have only received standard responses.

  
  Given the unique nature of this situation, which specifically affects Indian Nationals with US green cards and students, but not US citizens, I am requesting the airline to consider this exception. The airline will continue operating the flight, but the circumstances have changed significantly since January.

  
  The ticket details are as follows:
   0657214044765 ****** ******
   0657214044766 ******** ******

  
  I hope the airline can understand the unique nature of this situation and provide a waiver for a refund or exchange.
  Thank you for your understanding.
  
  Sincerely,
  
  ****** ****** ******

  

  Business Response

  Date: 04/06/2025

  Esteemed Bureau,
  
  Our previous statement stands true. However, the ******* offers the possibility to opt in for a refund against a penalty if the passenger does not wish to travel. There is a penalty of $190.00 per passenger, the remaining value of the ticket - the penalty is the eligible refund amount per passenger.
  
  Unfortunately, the reason described cannot be supported by a waiver since this is still considered a voluntary cancellation. Since the flight is still operational and will depart as usual, penalty applies.
  
  Warm regards,
  Thank you

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23153637
  
  I am rejecting this response because: this situation is serious and so looking for a full refund or an exchange of dates in future travel. 

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

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 30, 2025, the day I purchased my ticket, the merchant's customer service asked me to purchase travel extras in an inductive and forced manner. I had clearly stated on the phone that I didnt need any travel extras, and he deceived me that I had to choose one of three options to complete the ticket purchase. I have reported the situation to the merchant by phone and email on the day of the ticket purchase, requesting the cancellation of travel extras and a refund. They just said they would investigate, and there was no progress. I contacted them again by email for follow-up, but no one responded. The investigation of employees work behavior has no direct relationship with my request to cancel the travel extras and refund. Please cancel this travel extras of $234.38 and refund me as soon as possible.

  

  Business Response

  Date: 04/04/2025

  Esteemed Bureau,
  
  We would like to inform you that we have thoroughly reviewed the case and promptly contacted 
  the customer to provide assistance.
  
  We would like to clarify that the issue has been fully resolved and 
  the refund has already been processed back to the customers original form of payment.
  The customer has been informed accordingly.
  
  Thank you for bringing this case to our attention.
  We remain committed to ensuring customer satisfaction and appreciate your continued support.

  Customer Answer

  Date: 04/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My flight had been cancelled from ** to ********, ******. The airline provided me a refund of $870.06 however the account was closed to which I initially purchased my ticket and the refund was returned to OOJO.com, who refuses to transfer the money to my account in over 8 months. I have communicated with several representatives via email and telephone and was told that my complaint and issue was being escalated. I have never receive a callback from manager or supervisor. I have received several emails request my banking information and advising that my refund is being processed and that I should remain patient and on the look out for another email confirming when the wire transfer has been made. To date, I have not received anything. Each representative provided their name and insisted that my information was forwarded to the appropriate department for processing, which I have never received any progress update following these fake emails.

  

  Business Response

  Date: 04/02/2025

  Dear Esteemed Bureau,
  
  Thank you for bringing this matter to our attention.
  
  The customer's bank account was flagged for a potential violation, resulting in multiple failed transfer attempts. We are now processing their reimbursement through alternative payment platforms. Once the refund is successfully completed and the funds have been debited from our account, we will notify the passenger accordingly.
  
  Additionally, we will reach out to the passenger using the contact details on file to provide the same update.
  
  Best regards,
  OOJO
  

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a ticket on March 14, 2025 from ********* to ********, **** in order to help my sister traven (she has medical condition and needed assistance with travel). Requested a refund on March 21 as soon as her doctor said she cannot fly anymore. Oojo said that ***** themselves were requesting proof of kinship as well as medical records in order to submit a refund. I gathered all documents and submitted to them for cancellation. I stopped hearing any replies from Oojo and it is 5 days before the flight. I called LATAM and they said Oojo never submitted a request for cancellation (only Oojo can cancel this flight). I tried calling Oojo and the moment i mention the word refund/cancel they immediately hang up on me. When I called pretending to just check on the status of the flight they are friendly and tell me all is good. This is a shady company and lie in order to keep money. I suggest nobody try and do business with them.

  

  Business Response

  Date: 03/30/2025

  Esteemed Bureau,
  
  Thank you for bringing this issue to our attention.
  We have reviewed our records regarding this matter. Our team is still awaiting for a response from ************** as of writing this response.
  
  The departure is scheduled for March the 31-st, however the *******'s regulations state that it makes no difference if this booking is cancelled prior to departure;
  ************** allows for this flight to be rescheduled, however this must be done prior to departure. Refunds are not allowed on this booking.
  
  With this being said, the premise of the request is not to be rescheduled, but rather reimbursed, which means we must await for the Airline's response. If ************** denies the refund request due to medical reasons, the booking will still be eligible for an exchange of dates within the ticket validity; (All travel must be changed and completed by 14-th of March 2026)
  
  As of now, we are unable to take any further steps towards a resolution until the Airline responds.
  
  Warm regards,
  Thank you

• Initial Complaint

  Date:03/26/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a ticket through Oojo on February 20th via Kayak. I did not receive an e-ticket in a timely manner, so I contacted customer service. I went over the information I had booked on their site the day prior. I remember spelling the names on the booking with customer service personnel. When I received the e-ticket confirmation from him, one of the names were spelled wrong. I contacted customer service several days later after I had printed the confirmation and noticed error. The customer service person that time was very rude and stated, "I would have to pay them $200.00 and possibly pay the airline as well". I have spoken with 3 more customer service personal since that time with the same response that they will get back to me. I would like to resolve this issue and have the correct name on the ticket without an additional charge. they charged my credit card right away so I was unable to cancel the transaction for $1632.00.

  

  Business Response

  Date: 03/30/2025

  Dear Bureau,

  According to our records, our representative was able to assist the passenger appropriately; however, the carrier has unfortunately declined the request for a name correction.
  At this point, we are able to offer the client two options:

  The first option is to leave the remark in the reservation, with the possibility that the carrier may accept the correction at the airport desk during check-in.However, please note that this cannot be guaranteed.

  The second option is to book a new ticket with the same itinerary. This would be treated as a new booking, and it would be covered separately.

  
  Please let us know how you would like to proceed, and if further clarification is needed, we are happy to assist.

  Thank you for your communication.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23116267
  
  I am rejecting this response because: There were no changes made to passenger Raetricia **** ******* which was supposed to changed to Raetricia **** ******
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/07/2025

  Dear Bureau,
  I hope this message finds you well.

  
  As the passenger manually confirmed the names in the online form, we are unable to process any changes without the applicable additional fees. We have made an attempt to contact the client directly via email; however, we have been unable to reach her.

  
  The passenger may contact us directly before departure for any further assistance.

  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23116267
  
  I am rejecting this response because: this company lies about how they are handling these complaints. I did receive an email on March 30th, that stated I needed to view itinerary changes when I clicked on view changes it stated information was no longer available.  I called them and they stated that would get back with me, which they have not.  
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/14/2025

  Dear Bureau,

  According to our records, our representative provided the passenger with appropriate assistance; however, the operating carrier has unfortunately declined the request for a name correction.

  At this stage, we are able to offer the passenger two possible options:

  Proceed with the existing reservation A remark can be added to the booking regarding the name discrepancy. In some cases, carriers may accept such corrections at the airport check-in desk; however, please be advised that this outcome cannot be guaranteed and remains at the sole discretion of the carrier.

  Issue a new ticket The passenger may choose to purchase a new ticket with the correct name. This would be treated as a new and separate booking, with applicable fares and conditions.

  Please advise how you would prefer to proceed. Should you require any further clarification or assistance, we remain at your disposal.

  Thank you for your communication.