ComplaintsforOojo.com

• Initial Complaint

  10/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 20, 2024, I booked two Economy Plus tickets with ********* from *** to *********. The day before my flight, I received a notification that my tickets had been downgraded to economy class. Since it was too late to book with another airline and the available Economy Plus tickets were prohibitively expensive, I reluctantly flew in economy.Upon my return in March, I requested a refund from Oojo for the downgrade, but I have yet to receive it. I've been informed repeatedly that Oojo has not received the funds from *********. However, since I paid Oojo directly, I dont understand why my refund depends on Air India. It has been over six months, and I still have not received any compensation. I paid close to $1500 for each ticket.

  

  Business response

  10/06/2024

  ***************,
  
  We have investigated this complaint from our side and as per checking the customer reservation was affected by a schedule change which lead to a downgrade. 
  Please note that we, as a travel agency, are the merchant, whereas the airline is the final service provider. Therefore, we are not the provider of the flights, and only provide you with the service of booking them. In consequence, it is the airline's flights and routes, and they can cancel and schedule another time for them.
  We have submitted from our side once again a refund request on airline website, however we can not guarantee that the following will be approved. 
  We will keep the client updated regarding the status of the claim. 
  If there is any issue with the provided resolution, we suggest the Customer to either reply to this ******************** complaint, or reply to the email sent by "*********************************************************" in order to have the issue further evaluated. 
  
  Thank you 
  Kind Regards 
  Rarity 
  

   

  Customer response

  10/06/2024

   
  Complaint: 22375496
  
  I am rejecting this response because:
  I paid Oojo for my ticket, not the airline. Oojo made money off the ticket I purchased and I lost money, time and inconvenience. Oojo makes me feel like a dog chasing its tail for my money. They can refund me the difference and wait for their money from the airlines. They shouldnt be in business if they cant refund their clients when they extracted mine right away. I have never had an issue like this before with any other booking site.
  Sincerely,
  
  ********* ****

  

  Business response

  10/08/2024

  Esteemed Bureau,
  
  Please be informed that we have submitted another request for compensation on behalf of the client. 
  We are still waiting for the airline response, as of now no updates regarding the case were received. 
  We are keeping the client updated and once the response will be received we will inform the client. 
  
  Thank you 
  Kind ************************************************************ Team 

  Customer response

  10/08/2024

   
  Complaint: 22375496
  
  I am rejecting this response because: I have been emailing message like this with them since end of March> They have me running around like this for the last 6 plus months. This is like a dog chasing its own tail. Not satisfied with their response.
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two plane tickets from Oojo in January 2024 for a total cost of $743. In June 2024, I cancelled the tickets as I no longer needed them, and was told that I could be issued a refund (minus cancellation fees) of $445.83. Oojo representatives told me at this time that it would take 1-2 months to process the refund. On August 12th, they told me they had received the refund money from the airline but that they were "waiting on updates from the refund department" and couldn't tell me how much longer it would take to receive my refund. It has now been 6 weeks since they have received my refund money from the airline and almost 4 months since I initiated my initial refund request, and I still have not received my refund. Oojo will not provide me any proof that my wire transfer refund has been initiated and keep telling me to wait on an update. Since they currently have my refund money, I'm concerned that they still haven't sent it to me especially because it's been almost 4 months (double the time they told me this process would take). I would like them to show proof that my refund has been initiated and I would like to receive my refund ASAP.

  

  Business response

  10/03/2024

  Esteemed Bureau,

  Upon reviewing your recent inquiry, we understand that your complaint concerns the Wire Transfer process. We sincerely apologize for any inconvenience this delay may have caused and fully acknowledge how frustrating it must be for you to experience a delay in receiving the funds.
  We want to assure you that we take these matters very seriously and are doing everything possible to expedite the process. Unfortunately, due to an unusually high volume of requests, the processing time for Wire Transfers has increased. Currently, the average time frame for completing these transactions ranges from 2 to 4 months. We completely understand that this delay is far from ideal, and for that, we are truly sorry.
  Rest assured, we are closely monitoring the status of your Wire Transfer and will keep you updated on its progress. We are committed to ensuring that this matter is resolved as quickly as possible.

  Thank you! 

  Customer response

  10/03/2024

   
  Complaint: 22366062
  
  I am rejecting this response because: the company will not supply me with proof of a wire transfer initiation! They have had my refund for over 6 weeks and a wire transfer does not take this long to complete. Furthermore, they only stated that their process "takes 2-4 months" after I posted this complaint on BBB, rather than having kept me updated via email beforehand, so I do not believe they are being honest about their refund process and only saying that now as a fake, substanceless excuse. In any case, it has been nearly 4 months for me in this refund process and 6 weeks that they've been just holding onto my refund and that is unacceptable.
  
  Sincerely,
  
  ****** ********

  

  Business response

  10/04/2024

  Esteemed Bureau,
  We sincerely apologize for the delay in processing the wire transfer. Please note that the Wire Transfers are managed by our ********************** and as much as we would like to expedite the process, we are unfortunately unable to influence the timeline directly.
  Rest assured, we are closely monitoring the situation and will keep you informed of any updates. We truly appreciate your understanding and patience in this matter.
  Thank you once again for your cooperation.

  Customer response

  10/09/2024

   
  Complaint: 22366062
  
  I am rejecting this response because: they have not given me an honest and accurate timeline about when I will receive this deposit and they have not been able to provide me with a confirmation of a wire transfer since receiving my refund from the airline more than 6 weeks ago. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  09/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 tickets from *******,****** (****************************) to ********* on September 14th for the amount of 1980 USD or 2773 CAD.On September 25th after getting everything ready for the trip on September 29th I realized that it mentioned that I am leaving from **********... ******* only has Terminal 1 and Terminal 3 so I called the company just to check this matter and I was told that the flight is leaving from *******,** (CA as in **********) this was very misleading and I don't know how Kayak redirected me to them and to this booking when initially was ******* ********I was on the line for over 2 hours with the customer support agent and we tried to re route and I mentioned that I don't mind paying the difference just fix it as I am living in ******* ****** and not ******* ********** and he mentioned he gave me an option which was around additional 1800 CAD... I told him in that case please refund me so I can rebook the flight with you over the phone.This was 4 days before the initial flight and the customer support agent said that there will be fines associated with the refund and then I received the following email.:Exchange breakdown: Airline penalty: $100.00 Oojo processing fee: $180.00 + fare difference, if any.Refund breakdown: Airline penalty: $250.00 Oojo processing fee: $180.00 Recalled Commissions $60.09 Grand total $980.18 My eyes almost popped 980$ in penalty for 2 tickets at the cost of $1980 and then with he kept calling me and pressuring asking if I clicked on the link to process the refund and even mailed me again mentioning that if its a no show I will be charged another $200 USD per ticket so to sum it up they will take 1380 USD for tickets bought at 1980 USD.The company is practicing scam-my practice so I called my bank immediately and file a dispute and I will take this further to tv channels and reporters to investigate this company.STAY AWAY AT ALL COST

  

  Business response

  09/28/2024

  Esteemed Bureau.

  City and Airport code are indicated on the payment form upon purchase. OOJO is a self booking service and it is customers responsibility to verify itinerary accuracy prior to submitting the form. We attached a copy of the form for your reference.

  Should the customer require any assistance, please redirect them ******************************** We already contacted the customer via email, thread: [URGENT][**********************] Regarding Your BBB Complaint ID: ********, PNR: SB9CVY

  Thank you for bringing this matter to our attention!

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  company is a travel agency and booked tickets that were not usable and refused to do anything about it, even though they admitted fault via email.

  

  Business response

  10/01/2024

  Esteemed Bureau,

  Greetings!

  Thank you for highlighting this issue.

  It is important to mention that the ticket from ******** to ******** was correctly issued by our company, and it was ready for use.

  The only issue regarding the return flight was a delay, for which we have already requested a refund for the unused portion of the tickets.

  We are currently awaiting a response from the carrier and will update the customer on a weekly basis.

  Thank you for your understanding.

  Best regards

  Customer response

  10/01/2024

   
  Complaint: 22332533
  
  I am rejecting this response because:

  This has been their standard response.  See attached from March almost verbatem.

  I have spoken to Elal directly.  The issue they say is that these tickets were not ELAL from beginning to to end, contrary to what they indicate on their website when I purchased it.  Part of it was operated independently by Jetblue.   Elal has said that they can't issue any credits or refunds because of the way Oojo purchased the tickets.

   

  Thank you 

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

  

  Business response

  10/04/2024

  Esteemed Bureau,
  
  Warm greetings, and thank you for bringing this issue to our attention.
  
  As this was an OOJO self-booking, the customer had full visibility of all flight details and payment information before completing the purchase. Given this transparency, one might question why the booking was finalized if the selected option was not suitable for the customer.
  
  To provide clarity, the flight on April 7, 2024, from BOS to LGA was operated by ***************, and the *** to BOS flight was operated by JetBlue.  However, the plating carrier for the entire journey was EL ************

  Furthermore, we have received a response from the airline indicating that the request has been forwarded to customer relations to determine if the refund for the unused portion can be issued. We will keep the customer updated as soon as we receive further information from the airline.

  Thank you for your attention to this matter,
  Best regards

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi,I had a double booking for a flight booked on oojo.com and called them to cancel it. I had requested cancellation of 1 but they canceled both and said both would be refunded when I spoke with them. As of now they have refunded only 1 ticket while other still pending which is why I have filed this case. Note that I had booked the same journey again with another travel agent, I can attach confirmation of that too if needed. I have an email conversation with them that has been going on for a while and they have made me go through an ordeal by also making me call them from time to time. When I call them they then ask me to email them. I am happy to provide anything else as needed.Thank you,******* *********.

  

  Business response

  09/22/2024

  Dear Esteemed Bureau
  
  
  Greetings,
  The complaint has been forwarded to the Oojo Care Team.
  The agent will contact the customer to explain the available options within 5 business days.
  If the provided options will not be acceptable, we suggest the customer to either reply to this ******************** complaint, or to send an email to *********************************************************, in order to have the issue further evaluated. 
  With this being said, we would like to apologize for the delay in responding.
  Nevertheless we're continuously working on reviewing all the requests as we're fully committed to assist every customer in these difficult times.
  
  
  Thank you.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  **Beware of These Fraudsters My Experience**I strongly advise anyone looking to book tickets online to avoid this company at all costs. Their fraudulent practices are not only unethical but seem to be designed to trap unsuspecting customers into paying more than they should. Here's how they operate based on my personal experience:1. **Abbreviated Name on Tickets**: When you enter your personal information to book a ticket, their system deliberately abbreviates your name on the ticket. They then charge your credit card and issue what seems to be a fake ticket. In my case, I booked a ticket through them, and upon checking with ****************, I found out that the ticket they provided me did not exist at all.2. **Fake Follow-up Calls**: A couple of days after the initial booking, they called me under the guise of "confirming" the information I provided. This in itself was suspicious, as Ive never had a legitimate travel agency call me back just to confirm details I had already filled in during the booking process.3. **Demanding Extra Payments**: During the call, they claimed that because my name was abbreviated, I would need an ID to match the abbreviated version or they would have to "call the airline to change it." After pretending to contact the airline, they informed me that I would need to pay an additional fee to correct the name. In my case, they demanded $90 for this so-called correction.4. **Issuing Fake Tickets**: What is most alarming is that the ticket they initially issued me didnt exist. This was confirmed directly by ****************. The ticket was nothing more than a scam to get me to pay extra fees after the fact.This is a blatant scheme to defraud customers by intentionally altering personal details and then charging them for "fixing" the issue. Its shocking that companies like this are still allowed to operate and show up when booking tickets online. If you come across them, stay far away!

  

  Business response

  09/23/2024

  Esteemed Bureau,
  Upon reviewing the details of this reservation, we have verified that the booking was made directly by the customer through our website. When completing an online reservation, only the customer can enter critical information such as name, date of birth, and other required details. Furthermore, after the client submitted the form, the ticket was duly issued, and therefore, there were no "fake tickets" as claimed in the complaint.
  Additionally, our records indicate that the customer declined the option to proceed with a name correction. Given these circumstances, we regret to inform you that the reservation is non-exchangeable and non-refundable as per the fare rules applied at the time of purchase.
  

  Thank you! 

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To save some money, I pre-booked the international flight on 24th May 2024 that is scheduled for 26th of September 2024 from ***, *** to *********, ***** using the Oojo.com. On August 18, 2024 Oojo support personnel contacted me regarding a change in my flight schedule and presented me with the option to cancel my flight for full refund. I choose to cancel the flight. After requesting cancellation, I received confirmation both via email and telephone that I would be issued a full refund of $652. The screenshots of the conversation are attached herein for your reference. Based on this assurance, I proceeded to book a new flight that was now more expensive for the same travel plan on an alternate date.However, it has been nearly 3 weeks since the cancellation was confirmed via email and I was also informed that the refund process will take few days to few weeks. Upon inquiring about the status of my refund, I was informed that my flight was not cancelled yet, I was alarmed to receive an email from Oojo demanding that I click a button to "process for refund" with a penalty fee of $492. This is in ***** contrast to the full refund I was assured would be provided.This change in the terms of my refund is not only misleading but also constitutes a serious breach of the agreement made with me. The initial assurance of a full refund was a decisive factor in my decision to cancel my flight and book a new one that is even more expensive, and now I am being unfairly pressured to accept a reduced refund amount.I kindly request you to investigate this matter and take appropriate action to ensure that Oojo honors its original commitment of a full refund. Such practices not only undermine consumer trust but also contravene fair business practices.Thank you for your prompt attention to this matter. Sincerely,

  

  Business response

  09/27/2024

  Esteemed Bureau,
  We would like to inform you that a full refund has been successfully processed to the Customer's original form of payment. We kindly request that the Customer closes the existing complaint accordingly.
  Thank you for your attention to this matter.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Urgent Complaint Regarding Refusal to Cancel Plane Ticket Within 24 Hours I am writing to express my dissatisfaction with your company's refusal to cancel my plane ticket, despite the fact that my request was made within less than 24 hours of booking.According to airline industry standards and regulations, customers are generally entitled to a full refund if they cancel a ticket within a 24-hour window of purchase. I was under the impression that Oojo would follow this practice, but my recent experience suggests otherwise. I find this highly concerning and would like to formally request a reconsideration of my cancellation and refund request.I would appreciate it if you could review this matter urgently and provide an explanation as to why my request was denied. I trust that you will address this issue promptly and rectify the situation by honoring the 24-hour cancellation window.

  

  Business response

  09/25/2024

  Esteemed Bureau,
  
  Warm greetings!
  
  Thank you for bringing this matter to our attention. We appreciate your diligence in addressing customer concerns.
  
  Upon conducting a thorough investigation of the customer's complaint, we found that her tickets were issued on September ******* and were voidable on the same day. Unfortunately, the customer contacted us on September 16, 2024 to request a cancellation, which fell outside the designated void window.
  
  It is essential to highlight that not all tickets are voidable within the standard 24-hour period. There are instances where tickets may only be voidable on the day of purchase, as is the case for this particular client. Therefore, a full refund is regrettably not possible in this instance.
  
  We sincerely appreciate your understanding.
  
  Thank you,
  Best regards

• Initial Complaint

  09/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear BBB, I am writing to file a formal complaint against Oojo due to the extensive delay in receiving my refund for cancelled booking. I have booked the tickets on their web site back in March 2024 and in two weeks after that I was supposed to cancel the reservation due to Airline (Air Transat) schedule change. I still havent received my refund. I have already been waiting for 5 months. I have now exchanged more than 20 emails with Oojo, only receiving the same generic pending responses without any actual progress. This ongoing back-and-forth is not only frustrating but also unacceptable.Holding my funds for this extended period is not only unethical but also a violation of legal obligations. Thank you for your assistance!

  

  Business response

  09/16/2024

  Esteemed Bureau
  Good day!
  We will contact the passenger directly and will work on this case further. 
  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. 

  Customer response

  09/18/2024

   
  Complaint: 22287546
  
  I am rejecting this response because:
  I have received the same generic reply from Oojo that I need to wait until they contacted to AirTransat again. Oojo has been contacted the airline for last 5 months with no result. 
  The AirTransat clearly tells that they have nothing to do with it . Also I spoke with AirTransat and they told me that they send the approval code for my refund to Oojo on June 4th. 
  Sincerely,
  
  ****** Satska

  

  Business response

  09/19/2024

  Esteemed Bureau
  Good day!
  We have contacted the Passenger directly and we are working 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

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked international flight for 4 passengers for later this year on Jul 5th but suddenly due to my father health I am having to cancel the tickets on Sept 4th. These ticket are still unused and eligible for refunds. I initiated this request almost a week ago and I still did not receive appropriate responses from the agents to address this issue. Original price for the ticket I paid is $1268.74. They are offering to refund of 935$ per ticket . Breakdown is 130$ of airline penalty, 100$ processing fees and 102.89$ of recalled commissions ****************************** from customer on ticket cancellation is FRAUDULENT in my opinion , especially since the the customer will not be even using the service. These tickets can be re-selled later by agency to get their commission.The amount of $102.89 per ticket labeled as "recalled commission" is particularly troubling. This commission is paid to travel agents by airlines, and when a ticket is canceled, the agent is obligated to return this commission to the airline. It is highly inappropriate and, I believe, fraudulent to charge customers for this recalled commission. As the service was never utilized, the customer should not bear this cost.

  

  Business response

  09/15/2024

  Esteemed Bureau,
  
  Please be informed that we have checked this case on our end. 
  As per the records, passengers requested a refund on this booking. According to the airline fare rules, the refund was possible against a fee. 
  Kindly note that from our side, we cannot waive the airline fee, as the following should be collected once the refund is requested. 
  We have asked the client to confirm if we can process the refund to the original form of payment against the airline fee and are waiting for the confirmation from their side. 
  If there is any issue with the provided resolution, we suggest the Customer to either reply to this ******************** complaint, or reply to the email sent by "*********************************************************" in order to have the issue further evaluated. 
  
  Thank you
  Kind Regards
  Rarity 
  
  

  Customer response

  09/15/2024

   
  Complaint: 22271653
  
  I am rejecting this response because:
  The travel agency is incorrectly making the complaint about the airline cancellation fees . This complaint is about them charging additional commission to cancel the ticket from the customer. This commission was originally paid by airline to the travel agency because a ticket is sold. The travel agency wants to charge the commission to the customer now because they have to return the commission to the airline. This is part of the deal between travel agency and airlines . Why is the customer being charged this extra money?

  Email from OOJO said the following, 

   "Kindly note that we understand your frustration regarding the refund fees, however we are unable to waive them from our end as they are imposed from the airline side. 
  We are able to assist you with the refund as per airline fare rules, as a travel agency we can not override the carrier regulations. "
  
  My Reply

  "Hi ,
  I am aware that the airline fees are imposed and I never disputed it . I also accepted the processing fees but I do not agree with the recall commission charges imposed by the ************* on each ticket. A whopping 102$ per ticket. This is the commission paid by the airline to the agency when the ticket is booked and it's part of the deal your agency cut with the airlines. You get the commission to begin with due to the customer booking the ticket . How can you charge the customer for that commission amount when they are not using the ticket?
  
  In any case this ticket would be sold to someone else and you will get the commission again .How are you justifying charging customers this commission? And your terms and conditions are purposefully vague on this matter. The terms and conditions do not even mention the charges as "recalled commissions". This is being deliberately deceitful with the customer."
  
  Sincerely,
  
  ***** *******

  

  Business response

  09/17/2024

  Esteemed Bureau,

  
  We have reached the client form our side. 
  As per client feedback she was not satisfied with the internal processing fees which should be charges from our side for the refund as the client has not activated the travel protection. 
  We have checked with our management and received a permission to waive the internal fees for the refund. 
  We are waiting for the client's confirmation so we could proceed with the refund. 
  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 

*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. ↩