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:04/30/2024

  Type:Service or Repair 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 tickets through oojo.com in August 2023 for a flight on May 11, 2024. There were minor schedule changes here and there but nothing major. 2.5 weeks before my departure date, I was notified that my flight had been cancelled and no other flights are scheduled on the day I needed to fly. Oojo proceeded to try and convince me to wait and see if any flights becomes available but this was 2.5 weeks before I needed to be on a plane and I did not feel comfortable waiting, I saw it as a big risk. I requested a refund and they advised they will start the refund process. For the next five days straight, I emailed them everyday asking for an update on my refund and every time, I got a reply stating there was no update. I even called the airline direct and asked them about it and they stated no third party or travel agent had contacted them in reference to my flight cancellation yet. On the sixth day of waiting for an answer about my refund, oojo emails me stating my refund was denied and they found a flight for me for the same date and time I originally had (this is two weeks before departure now). I advised them that I did not accept that due to them telling me no other flights would be flying out on the day I needed and not finding another flight in a prompt manner and I still wanted my refund. I made other travel accommodations while they waited a week to look for another flight instead of refunding me like we had spoke about. I am still fighting with this company to get a refund.

  

  Business Response

  Date: 05/08/2024

  Esteemed Bureau, 

  Thank you for reaching us! It's important to clarify that in cases of schedule changes or flight cancellations initiated by the airline, the authorization for refunds must come directly from the airline. As a travel agency acting as an intermediary, we do not have direct control over flight operations or decisions made by the airline.Our dedicated team handling Schedule Changes has already communicated the necessity of airline authorization for processing the refund to the Customer. According to this information, we can confirm that the refund was not promised from the agency side. 

  Thank you! 

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21649279
  
  I am rejecting this response because:
  They want to refund me next to nothing back. This website is a huge scam and I will do everything I can to make sure they have less business after this. 
  that is on their company not me. My flight was cancelled and I was full in my right to get a refund but instead of getting me a prompt refund, they found another flight on the SIXTH day of being in ***** when my departure date was quickly approaching. You cannot CANCEL a flight and tell your customer NO other flights are flying out on the day needed and expect the customer to wait and see on another option. This is not good business at all. 

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

  

  Business Response

  Date: 05/14/2024

  
  Esteemed Bureau,
  Thank you for reaching out to us! We have offered the refund of the ******************* to the Customer as a one-time exception. Additionally, we have explained to the Customer that as a travel agency, our ability to reinstate original flights or process refunds for reservations affected by cancellations or schedule changes is contingent upon the airline's authorization.
  As a third-party intermediary, our hands are tied until we receive explicit written confirmation from the airline to proceed with any necessary actions. This process may understandably take some time, as we await formal responses from the carrier. Currently, we are awaiting the Customer's response.
  Thank you! 

• Initial Complaint

  Date:04/29/2024

  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.

  To Whom It May ******** I brought a ticket with OOJO services and then my brother was critical ill and end pass away last year and I must go to Vietnam ASAP back in November 2023. Then I request that OOJO and Singapore Airlines refund my moneys for the ticket, and they give me a run around such as paperwork after paperwork. I have provided them death certificated and all these documents (some in Vietnamese) when my brother was ILL and OOJO refused to refund my moneys and give me a run around and would not process my refund in a timely matter. They request next of kin documentation and all these unnecessary documentations. Me and my brother has the same last name and they threating to close the case and this causing me allot of headache and issue and I hope there are something can be done about this case. I have submitted a dispute to my credit card but no result in this. I'm seeking help from *** regard with OOJO on this refund and they give me a run around with Singapore Airlines and now I don't know what to do. I would like to get a full refund on this please. Please email me at *************** or call me at ************** if you need more clarifications.Thank you.

  

  Business Response

  Date: 05/02/2024

  Esteemed Bureau,
  
  We wish to address the investigation into this case and provide our comprehensive explanation.
  
  Firstly, it's crucial to clarify that as a travel agency, we do not possess the authority to unilaterally decide on ticket refunds. 
  Such determinations fall under the purview of the respective airline, a fact that was transparently communicated to passengers from the outset.
  Any refund proceedings adhere strictly to the policies set forth by the airline.
  
  Secondly, the passenger in question was duly apprised of the refundable amount from the onset. 
  However, despite this clarity, the passenger has persisted in seeking a full refund, contrary to the established guidelines.
  
  Given this situation, we presented the passenger with two viable options: either accept the refundable amount in accordance with the policy or 
  furnish the requisite documentation for a potential exception to the airline's refund policy.
  
  Regrettably, the process was prolonged as the passenger lacked the necessary documents in English, pledging to furnish them at the earliest convenience.
  
  Contrary to any claims of refusal on our part, it's imperative to underscore that the passenger was fully informed of the protocols
  and available avenues for recourse.
  
  Recently, after a two-month delay, the passenger finally submitted the required documentation, 
  enabling us to initiate the process for an exception with the airline.
  
  However, it's important to note that the outcome is contingent upon the airline's discretion regarding the passenger's eligibility for a refund.
  
  We appreciate your attention to this matter.
  
  Thank you.

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21641281
  
  I am rejecting this response because:

   

  I have been contact with Singapore airlines and they never ask for these documents why is OOjo make it impossible to obtain a refund ? They just want refund ****** instead of ****** for the fee. We being give a run around with Singapore airlines and Oojo this is very bad

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

• Initial Complaint

  Date:04/29/2024

  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 would like to bring it to your attention that travel agent company OOJO is commiting fraud with their airline bookings. I had originally booked flight tickets from OOJO to fly to *******, with a layover in ****, *****. The OOJO confirmation number 0Z5EA. The flight departure was scheduled for 11:20AM EST. I was notified around 9AM EST that the flight was delayed by 20 mins. This made the new departure time for 11:40AM. I got to the airport around 10:21AM with proof that the cab dropped us off there at 10:21am on the dot. While in the cab, Qatar notified us of another delay which now brought the departure time to 11:50AM as shown on the screenshot. I finally got to their airline's kiosk and no one was around. We asked everyone in the airport and they all said they left to go on break. This is very disappointing as we were on time and the plane was not boarding yet, and to top it off we had no luggages to check in. We spent over 30 mins with Oojo explaining to them that there's no one in the airport, with their only response and concern was for us to pay penalties for no show when we were in the airport the entire time. The worst of it all was that we spent 3 hours at the airport, wasted money on an expensive taxi while the plane was delayed again and did not take off until 12:03PM. This situation could have been resolved with Oojo just contacting the airline and telling them to have someone come out. Oojo kept stating that the airline only fixes delays of up to 3 hours. We ended up buying a last minute flight with another airline to then receive an email saying that the layover was delayed from 7:40am departure time to 1:35pm. We contacted Oojo again in regards to this with them offering to only refund the taxes. This is unacceptable and I would like my money back.

  

  Business Response

  Date: 04/29/2024

  Esteemed Bureau, 

  The issue at hand pertains to the Customer being marked as a No-Show on flight QR704 from ******** to ****. It's important to note that the recommended check-in time for all international flights is a minimum of 3 (three) hours, even when traveling on a domestic carrier to another airport and connecting to an international flight. According to the Client, the arrived at the airport at 10:21 am, while the flight was scheduled to depart at 11:20 am. Typically, check-in closes ***** minutes before the scheduled flight departure, regardless of minor schedule changes. Thus, Passengers are strongly advised to arrive at the airport well in advance of the departure time.
  
  The tickets are still exchangeable against a ************* No-Show penalty of $405.00 USD along with any fare difference, applicable per passenger in case they are considering the option for exchange. 
  
  We thank you for bringing this complaint to our attention.
  

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21638397
  
  I am rejecting this response because: The flight was delayed prior to the gate closing by over 30 mins. There was no Qatar airlines at the airport, I was at the airport close to 2 hours before it departed at 12:03PM. The issue could have been fixed if Oojo delegated properly to ***** in which they would have agreed to put me on the next flight free of charge but instead opted to find a way to charge me a penalty. I'd like to also add that the layover, in ****, was delayed from 7:40AM to 1:35PM this is important due to the fact that it supports my claim on the flight being delayed not by a few minutes but significantly by over 5 hours in total. Oojo wrote to me in email stating they can reimburse me if there's a major delay, this is considered a major delay. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/02/2024

  Esteemed Bureau, 
  
  After careful examination, we found that the client arrived at the airport at 10:21 am, although the flight was scheduled for departure at 11:20 am. It's important to note that the check-in counter closes 60 minutes before the flight, irrespective of minor flight delays. Consequently, the client was expected to be at the airport at 08:20 am to board the flight on time. For all international flights, it is strongly advised that passengers arrive at the airport at least 3 hours before departure. This recommendation ensures smoother check-in procedures and allows for any unforeseen delays.
  
  Please be informed that our agency cannot be held responsible for passengers' actions and/or their inability to arrive at the airport on time. However, we offer the option to exchange tickets, subject to a ************* no-show penalty of $405.00 USD per passenger, in addition to any fare difference. This exchange must be completed and the new trip taken by April 20, 2025.
  
  Thank you. 
  
  

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21638397
  
  I am rejecting this response because:

  I reject it, I'm not taking a penalty when the flights were delayed, with proof provided from you guys, ***********, and Qatar airlines. I also have global entry, and TSA pre check, so it doesn't take me more than 2 mins to get through security. At 9AM, The flight for JFk to **** went from 11:20AM to 11:50AM with a departure time of 12:03PM departure which in turn caused a delay of 5 hours for the layover flight leaving **** to *******, which changed from 7:40AM to 1:35PM. I gave pictures and proof of location showing that I was in the airport at 10:21AM which is more than an hour from the departure time of 11:50AM. Too many factors in my favor which are being ignored. Again, I reject it
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/06/2024

  Esteemed Bureau, 

  After examining the documents submitted by the Client, I noted a photo of the Airline's counter indicating that check-in closes 60 minutes before the flight's scheduled departure. Despite any slight flight delays, the Client arrived at the airport 59 minutes before the flight. It is emphasized that it is the Client's obligation to arrive at least 3 hours prior to departure for international flights.
  
  Thank you.
  

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21638397
  
  I am rejecting this response because:

  This is beginning to become exhausting and I feel like I'm dealing with a child. Again I'm going to reject this because the flight was delayed from 11:20 a.m. to 11:50 a.m. at exactly 9:00 a.m. in the morning the day of on the flight. I arrived at the airport at 10:21 a.m. this is more than an hour before departure. I was told by JFK airport employees that the airline decided to go on a lunch break and that they were only a handful of employees for the flight. When I spoke to Qatar airlines they told me that OOJO can easily fix the situation if they simply contact them and let them know of the situation. When I spoke to oojo they were more concerned in trying to charge me some penalty instead of just actually contacting the airline and letting them know of the situation. It wasn't just myself, it was several other people that were literally outside the gate waiting to get in contact with the airline as again they unprofessionally decided to take a break and disappear. There's several issues with this booking the first being that OOJO did not get in contact with the airline to rectify the situation. Secondly, the airline was nowhere to be found in the airport not a single employee was there to help us retrieve our boarding pass. Thirdly, it is US las that if a flight is delayed by more several hours it's duty to accommodate the passenger. The delay of 11:20am to 11:50 am caused a delay on the layover flight from **** to ******* which was my final destination. This delay went from 7:40am to 1:35pm which is almost 6 hours plus the 30 min delay which is over 6 hours in total. 

   

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

• Initial Complaint

  Date:04/28/2024

  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.

  We booked our flights in Nov 2023, booked economy tickets from *** to SYD with a layover in ****, ****, on ************* Finding out that there were three options of economy tickets from the airlines, but oojo only offers the ****** ticket, which means you have to pay for your seats (in our case) for all four legs, LAX to ****, Nadi to ****** and the return flights as well. We also found out we had to pay for our luggage at $400 each for a round trip (you are charged for each leg as well). We had paid $1640 for my wife and I, but are now having to fork out another $900 for our seats and one piece of luggage for a trip we took three years paying off. Your company likes s******* it customers and your three customer service reps said that in a roundabout way. We would have saved money by booking directly through ************* I asked for a refund just now and the customer service person asked what I would do if I got a refund today. I told her I would book our flight via ************ for $501 each for the same flight, we would get our seats and both of us would be able to bring one checked bag up to 66 pounds at no additional costs. She informed me my tickets could not be refunded. This is bad customer service. Great business model, take your clients' money and look the other way. Unfortunately, I do not go quietly into the night, you have upset a retired Veteran and I will spread the word.When you are allowed to choose what class you want, you are given four choices: economy, premium economy, business & first. Recently we found out there are several options of economy tickets they didn't stated what it meant. The customer service rep stated I should have called.

  

  Business Response

  Date: 04/29/2024

  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

  Date:04/24/2024

  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.

  April 10th, 2024 The transaction has been attempted unsuccessfully for 4 tickets from ******* to *********. The message clearly showed that the transaction did not go through. How ever, our credit card is charged with $5200 and also we never received the tickets.This is misleading. And all attempts to reach the customer contact are in vain. They say someone will reach out but we never got a call from them. We need someone to look into this matter urgently and reach out.

  

  Business Response

  Date: 04/25/2024

  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

  Date:04/21/2024

  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.

  We bought 7 roundtrip tickets to ** that amounted to $2721.52 on OOJO two days ago. We've been waiting for the flight tickets to be sent but all we received was an email saying that the payment was failed even when they have already charged my credit card. I emailed them this morning and they still haven't addressed the issue but has sent me another email for other ticket offers for a higher price.

  

  Business Response

  Date: 04/22/2024

  Esteemed Bureau,
  
  We've investigated the issue and have found that the transaction was declined by the bank; This transaction was suspected for fraud thereafter and therefore was not completed as a consequence. In order to complete the purchase of new tickets, our customer will have to contact their bank and work with our *********************** to lift any restrictions and re-attempt to make a new purchase with currently available fares since the old one could not be secured in a timely manner; We enforce strict security measures to prevent fraudulent activity and due to certain factors this sale was not processed.
  
  Thank you,
  Warm regards
  
  

• Initial Complaint

  Date:04/17/2024

  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.

  Hi,I booked flight from ******** to ********* on 15 May,2024. Ticket number is ************* Qatar Airways.I am intended to fly on 2nd May,2024. On 15 May I received confirmation of my flight i.e., flight QR 706 ******** to **** and flight QR948 **** to **********But now after 24 hours when I am checking my flight status it shows error and no ticket is available on above mentioned ticket number. My flight is cancelled without my consent.I need my full refund as I am traveling to attend education conference I need to book another flight and I dont have money to book another flight without refund. Also I cant wait and see cancellation of my tickets every time as being a student its utmost important conference to attend. I cant take risk of delaying flight.Thanks Best,Nazish

  

  Business Response

  Date: 04/17/2024

  Esteemed Bureau,
  
  We have received Ms. ******** concern and have forwarded the issued tickets which are still active for departure on the 2-nd of May flight QR 706 from ******** to **** and flight QR948 from **** to *********. The itinerary is ticketed and is ready for usage as booked initially.
  
  Warm regards,
  Thank you

• Initial Complaint

  Date:04/16/2024

  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.

  Oojo never tells me about the cancellation policy before they receive my money. Afterwards, they tell me the ticket is not refundable. It's totally unacceptable and purely robbery. I need to cancel my ticket and get a full refund for now.

  

  Business Response

  Date: 04/17/2024

  Esteemed Bureau, 

  We would like to note that the tickets are in fact refundable; however, against a deductible ************* Airlines penalty and non-refundable taxes. The Client was informed accordingly in regards to the applicable ticket policy and fare rules.  

  Thank you for bringing this issue to our attention. 

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21586148
  
  I am rejecting this response because: 1. Your policy is not conveyed to clients before the purchase 2. You don't even provide me with a link to do cancellation/exchange.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/21/2024

  Esteemed Bureau, 

  Please note that all the information is disclosed to our Clients at the time of ticket purchase, before the payment is done; all the Terms and Conditions are mentioned within the Online Authorization Form. Online Authorization Form is a legal document between the Client and us which serves as proof of consent and acknowledgement on the Terms and Conditions of the purchased goods. 

  The exchange link is sent once the Customer confirms an exchange option, since did was not the case, no link for exchange was sent. 

  We thank you for bringing this issue to our attention. 
  

• Initial Complaint

  Date:04/16/2024

  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 formally complain about an extremely disappointing experience with Oojo.com, which I believe constitutes deceptive business practices.I initially booked a round-trip ticket through Oojo.com from ***************** (IAD) to *****, ******, via Royal Jordanian Airlines, including travel insurance to cover any necessary changes. Typically, altering flight details incurs a moderate fee of $100-$200, 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 my itinerary, Oojo.com informed me that the cost to alter my flight would be an exorbitant $1300, despite the availability of the same flight online for $500 if booked anew. Furthermore, I was initially charged 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 Royal Jordanian Airlines directly, I was able to make the desired changes 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

  Date: 04/23/2024

  Dear Better Business Bureau,

  Thank you for bringing this issue to our attention.
  
  According to our records, our agency assisted the client with his exchange inquiry. Given that the customer purchased our *********** Product, the airline's $300.00 penalties and our agency's $250.00 processing fee were waived. The Customer was to be charged for the difference between the original ticket price and the new ticket price based on the dates he desired. Recently, we discovered that the Customer completed the changes directly with Royal Jordanian, requiring no further assistance from our end. The tickets are currently under the control of the airline, and the travel agency no longer has any rights to the Complainant's booking.
  
  If any additional information is required, please do let us know.
  
  Thank you. 

• Initial Complaint

  Date:04/16/2024

  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.

  To whom may concern.I would like to file a complaint against this airline. This agent has booked a flight for me that did not allowed my wife and my daughter to travel I will be providing uploaded documents. According to the international law of the ***************** if the parents of the child are born in **** and their child carries a US passport, they do not need a **** on April 12, I was at the airport of ***********, ******** with my wife and my daughter. The first light was a ******* airlines they asked for the passport my wife carries a passport and a US passport and my daughter carries a passport. The front desk of ******* clerk did not lead my daughter to travel and said she needs to get a ****. I showed her the international law. If the child is under 18 and travels with their Parents. It is not required to get a **** if they arrived at the ************* if its required, then they will have to get one from the airport of ******* and ****. This was not the first time of traveling they have traveled through four times to **** with no **** was required. As a explained and asked for a supervisor they told me the supervisor will be laid by the time when she gets here your flight will be gone, and I had to wait two hours after the flight was gone the supervisor got there and said , she is not allowed to travel because she carries a US passport and I said she is under 18 according to the international law I speak to both ambassadors of Iraq and Qatar and I had showed her the law and she did not want to cooperate. So I am defending my rights . I speak to a customer service of both airlines. ******* airlines and Ojoo agent. Play some review this case everything I was told was lied. All my families plan was canceled because of the ******* clerks at the front desk did not understand the law of the traveling. Please review this matter everything I was told it was lied. I had to show them Proof.Daughters name *****.Wifes name ******.Sincerely, thank you

  

  Business Response

  Date: 04/24/2024

  Esteemed Bureau,
  
  We have looked through the issue and found out that indeed this ticket was not used and the customer requested a refund.
  From our side, he was accordingly assisted and a refund was already processed a long time ago, however it was done according to the fare rules and penalties applied.
  
  It is important to note that these are the airline's rules and we must follow them.
  Additionally, the customer was very well informed from the very beginning that we are not responsible for any document issues.
  This information was clearly disclosed on the official contract that passengers signed.
  
  As of now, the customer was contacted again and we explained to him with proofs and details that we are not responsible for any **** issues and we have no reason to provide any
  compensation from our side. Since passenger is responsible for the issue that has happened, he is eligible for a refund exactly as processed by the airline. 
  
  Thank you. 

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21580710
  
  I am rejecting this response because:
  
  Sincerely,
  
  Haaron Yassen 

   

  Customer Answer

  Date: 04/24/2024

  I purchased my ticket with Ojoo airline. They had me a connected flight with a **************** My family have traveled in the past and they were never asked for a **** my wifes she is a dual citizens. My daughter carries a US passport. She is five years old. They denied my daughter to travel from *** to **** *******, because they were asking for a **** and this is never happened with any airlines and they have traveled in the past 6 years. No issues just recently had to purchase their ticket. They travel successfully without a **** and I have a proof of that, according to the Iraqi international law, any children under 14 who travels with their parents it is not required to have a ****. I contacted the Iraqi Embassy and spoke to the officer and said this is not required. They should not stop you from your traveling. The airline did not understand the international law, and they were disrespectful to me based on Religion and to my family as well. US passport holders can obtain an entry **** to **** directly from Iraqi airports without obtaining prior approvals.
  
  ********************************; page
  Visas to **** | Embassy of the **************** in ****************

  

  Business Response

  Date: 04/28/2024

  Esteemed Bureau,
  
  As previously stated, our agency has fulfilled its obligations without error, and we cannot accept responsibility for any documentation
  oversight on the part of passengers.
  Furthermore, passengers explicitly acknowledged their responsibility for possessing all necessary 
  documents by agreeing to the terms of the contract upon booking.
  
  We diligently provided the requested services, and passengers received their reservations precisely as agreed.
  It is essential to note that a travel agency bears no responsibility for the documentation of passengers.
  
  Additionally, upon reviewing the passenger's complaints in the previous correspondences, it is evident that the issue pertains solely to the airline. 
  There is no indication of any shortcomings on our agency's part, rendering the complaint against us entirely unfounded.
  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21580710
  
  I am rejecting this response because:
  
  Sincerely,
  
  Haaron yassen 

  Subject: ******************************* Flight ************************************** Representative],
  
  I am writing to formally dispute and express my dissatisfaction with the handling of my recent international flight booking arranged through your agency. On [Date of Booking], I booked a flight with ************ which included a connection with ******* Airlines.
  Unfortunately, upon my interaction with ******* Airlines at the front desk, it became evident that there was a lack of understanding regarding international laws and regulations pertaining to my travel. This resulted in significant inconvenience and financial loss for me as I was forced to rebook my flight due to the confusion and uncertainty surrounding the documentation requirements.
  As a customer, I relied on *********** to facilitate a smooth and hassle-free travel experience, including ensuring compliance with all necessary laws and regulations. However, the failure to provide accurate information or to ensure that ******* Airlines was equipped to handle international travel issues demonstrates a clear lapse in service and professionalism.
  
  I request that *********** takes full responsibility for this oversight and provides appropriate compensation for the financial and emotional distress caused by the disruption to my travel plans. Furthermore, I am also considering taking similar action against ******* Airlines for their role in the matter.
  
  I expect a prompt and satisfactory resolution to this dispute. Please respond to this details of how you intend to address my concerns.
  
  Thank you for your attention to this matter.
  
  Sincerely,