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:02/05/2024

  Type:Order 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.

  I booked two tickets, for myself and my son on 10/29/2023, from San Francisco to Bangalore India with traveling date on Dec 4th, 2023.I also paid extra money for cancellation policy that they offered. OOJO Confirmation number is *****. The total paid amount was around $2500. On 10/30/2023, I booked another ticket for my wife with the same dates and flights. I paid around $1350. Unfortunately, due to unforeseen circumstances, we had to cancel our trip to India. I called them on 11/29/2023 and requested for cancellation. During that time they provided two options of 1) refunding partial money or 2) providing vouchers without deducting money and valid to use within 1 year. I went with option 2, without realizing my credit card was blocked with $3500+ amount. I called them on 12/10/2023, requesting them to refund the partial money. They agreed and mentioned that it will take 2 billing cycles to refund the money back into my credit card. They did not provide the actual date when it will be refunded. It’s been two months and few days, nothing has happened. Whenever I email them, they are providing the same response, saying it will take two billing cycles. Iam in so much trouble financially without paying this debt to credit card company. Please help me in this settlement. In past I have never seen any traveling company being so irresponsible with customer money. Hope you could help me in this matter. If not please guide me with any other options to get back this money. Truly I am troubled and very frustrated/disappointed with this company. I can provide all the exchanged emails if it helps

  

  Business Response

  Date: 02/09/2024

  Esteemed Bureau,

  Thank you for bringing this to our attention.

  We have initiated a communication with the passenger and are currently working to solve this issue.

  Thank you.

  Customer Answer

  Date: 02/12/2024

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

• Initial Complaint

  Date:01/29/2024

  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 purchased two roundtrip airplane tickets on 11/10/23 to fly from *** to ****. The itinerary changed on my ticket on 12/18/23 for coming back home so I accepted their offer of a refund after there were no acceptable alternative flights for me to book through them. My ticket numbers were ************* and *************. I was promised a refund to my credit card on 12/19/23 and have still yet to receive the refund. Then I filed a dispute with my credit card company against oojo.com since I have not received my refund. I was then contacted by oojo.com to close the dispute to receive my refund. The dispute has been closed since 1/10/24 and I have yet to receive a refund. I am unsure if I should reopen the dispute or not. Please let me know what I should do.

  

  Business Response

  Date: 01/31/2024

  Esteemed Bureau, 

  The Client's reservation has been affected by a significant schedule change, resulting in the confirmed cancellation of the booking. However, we have been unable to process the refund due to a pending dispute. 

  Despite the Client resolving the dispute with their bank, our records still show it as pending. We anticipate a brief delay until we receive confirmation from the bank that the dispute is officially closed. Once confirmed, the refund will be promptly processed. 

  Thank you.

   

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21216488
  
  I am rejecting this response because: the dispute that was opened against oojo has been closed since 1/10/24. I attached a copy of the letter from my bank that the dispute has been closed. I provided this letter to oojo as requested by them so they would refund $937.60 to my credit card. Now they are creating additional excuses and are further delaying my refund even though this has been requested for over a month in writing.
  
  Sincerely,
  
  Aibhne ******

  

  Business Response

  Date: 02/04/2024

  Esteemed Bureau, 

  It is part of standard procedure to observe a waiting period after the Client submits the dispute closing letter, as the pre-arbitration phase must conclude before any refund processing can take place. The Client has been duly informed of this process.
  
  In the event that the Client opts to pursue another appeal with their bank, we are obliged to await the final resolution from the bank.
  
  
  Thank you. 

   

   

• Initial Complaint

  Date:01/29/2024

  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.

  Hi, I booked round-trip flight tickets from HYD to ORD for my parents through Oojo, but unfortunately, my dad is sick right now, and doctors advised him not to travel outside the country for an year. In this situation, I have no other option than to cancel my tickets. I tried contacting them by phone and e-mail, but none of them responded. I paid around $2500 for the tickets, and I request that you please help me reach out to them and help me cancel the tickets and initiate the refund process.

  

  Business Response

  Date: 01/31/2024

  Esteemed Bureau,

  We received the following request, and initiated a communication with the client regarding his request.

  Thank you for your cooperation.

• Initial Complaint

  Date:01/27/2024

  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 have booked an airline travel for my parents using OOJO and wanted to change their reservation to an earlier date. Airline told they can accommodate the travellers to other date but as OOJO made the booking, OOJO can only be the one to modify the ticket. Airlines ensured that there is no penalty or extra processing fees related to change of ticket. After reaching out to OOJO, they are asking for a lot of processing fees and justifying the fees by some excuses. This is such a bad scenario where end customer and service provider are fine altering things and OOJO is the one not allowing us to proceed. I even ask if OOJO can give direct control of the ticket to airlines and looks like that is not possible as well. I had trusted OOJO in the past but I will not be using this service in future and will ask other people also to condemn this travel agency as they just make things hard with all the regulations.

  

  Business Response

  Date: 02/02/2024

  Esteemed Bureau,
  
  We have investigated this complaint from our side and it seems that we have no reservations in our system booked with the email used by the customer
  for this complaint.
  Since she stated that the reservation was booked for her parents and no names were provided, we did not manage to find their reservations.
  Additionally, we contacted the customer through the email used here, however no reply was yet provided.
  In this case, since no information was provided regarding the reservation and she is also unreachable, we are not able to assist passengers until she will not provide the details accordingly.
  
  Thank you.

• Initial Complaint

  Date:01/19/2024

  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.

  Hello,This is tehreem again. I filed a complaint against oojo.com ****** I wanted to share more proofs. They are treating me like garbage worst service ever nothing is told to me they didn't confirm any changes I have to call and ask them I was being told that the flight has been cancelled and today i called and asked for my refund they said flight is rescheduled we are sorry to process your refunds because you are not able to make it they didn't notified me about any single change they send me alterna Flight i said i don't want that i have to be on same flight they said that has been cancelled and now all of sudden it's rescheduled they are giving me trauma now I need help please I was trying to be very nice but they dont care.Please help. They keep giving me number and if I am on hold they keep disconnecting my calls and one the lady told me we cant transfer to manager you have to pay penalty that's how you'll get refund please please please help i am crying since yesterday.

  

  Business Response

  Date: 01/24/2024

  Esteemed Bureau,

  We reviewed the following issue and already provided the customer with the requested resolution. As per investigation the main reason for delay were irregularities in Global Distribution System.

  As of now the customer was provided with full refund of ticket cost in the amount of 636.32 USD to the original payment form ending VI ****3338.

  We attached a copy of correspondence with the customer below.

  Should there be any additional questions, please let us know.

  Thank you for bringing this issue to our attention,

  Sincerely,

  *****, OOJO Care Department

   

  

  Business Response

  Date: 01/24/2024

  Esteemed Bureau,

  We reviewed the following issue and already provided the customer with the requested resolution. As per investigation the main reason for delay were irregularities in Global Distribution System.

  As of now the customer was provided with full refund of ticket cost in the amount of 636.32 USD to the original payment form ending VI ****3338.

  We attached a copy of correspondence with the customer below.

  Should there be any additional questions, please let us know.

  Thank you for bringing this issue to our attention,

  Sincerely,

  *****, OOJO Care Department

   

• Initial Complaint

  Date:01/19/2024

  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.

  Hello,I hope this message finds you well. My name is ************************* i booked my flight with oojo as i was going to visit my parents after two years. Everything was okay fine i read the reviews i was like that's fine i'll book my flight with oojo.com i booked it on november 25 2023. My flight was supposed to be on January 21,2024. Two days before my flight they tortured me like h*** I received emails from airline that the layover is extended from 2 hours to 13 then to 12 then to 26 and then it was finally cancelled during the whole process i was calling oojo and the airlines back and forth because oojo was my source to book my flight i called them like 100 times they were putting me on hold or keep transferring me and asking me to call again I was crying like a baby a whole day went by and still not resolved issue i was literally crying And i have migraine because of the stress they gave me I couldn't sleep all night by headache was so bad and on top pf that I was talking to one the agent idk how many times i was about to cry at that time and that man literally asked me to call another number which i did and it was another asaptickets.com he literally thought that I am fool it's good time to play with emotions and I cried myself out and they sent me an email that u would like your refund which i replied yes and after few hours I received an email ignore that previous email call this number.What am i? They think i am fool because of them i got stressed out i cried all night I couldn't sleep such business should not be in the business this is c*** please I would appreciate if I can get some help.

  

  Business Response

  Date: 01/24/2024

  Esteemed Bureau,
  
  We reviewed the following issue and already provided the customer with the requested resolution. As per investigation the main reason for delay were irregularities in Global Distribution System.
  
  As of now the customer was provided with full refund of ticket cost in the amount of ****** USD to the original payment form ending VI ****3338.
  
  We attached a copy of correspondence with the customer below.
  
  Should there be any additional questions, please let us know.
  
  Thank you for bringing this issue to our attention,
  
  Sincerely,
  
  *****, OOJO ***************

• Initial Complaint

  Date:01/16/2024

  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.

  Its a Fraud. I booked the airline ticket via their website. Since then they keep on changing my flight without my consent. When I call them they blame the airlines. When I call the airlines the airline refers back to them. I have made over 20 calls literally and talked to 20 different ppl. They all lie the same way that we will send an email and resolve. After being fed up I asked for full refund and then I got some attention but then again no one calls back. They pick up the phones while cooking in the kitchen or seems like some where at non professional place. They have not resolved any issues and more i have interacted the more i am clear it a fraud and scam service.

  

  Business Response

  Date: 01/21/2024

  Esteemed Bureau,

  Now we are working on this case in order to assist the client with the schedule change. Since the reservation is under Airline control we are only forced to wait for the Carrier approval.

  Airline informed us that the refund option will be approved in case reinstatement will not be possible, we will  keep checking the booking status and will update the passenger. 
  
  
  Thank you.
  
  

• Initial Complaint

  Date:01/15/2024

  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 Oojo representative,My complaint is two-fold: 1. I purchased a ticket on Kayak to ***** for a family trip for my daughter-in-law. I quickly realized Oojo was a third party purchase site and stopped payment. You will see on the attached documents the texts as I told my daughter-in-law that payment was declined. Oojo then re-submitted the charge WITHOUT MY AUTHORIZATION. In the meantime, I had purchased a ticket directly from *** Airlines, so we now had two tickets. When I called Oojo to explain, the representative was rude, obstructive, and hung up on me when I asked for a supervisor. My daughter-in-law had the same experience when she tried to call Oojo, so she was forced to cancel the *** reservation, which *** honored. 2. We had to cancel our trip due to the life-threatening medical crisis of one of the travelers. My daughter-in-law was unable to cancel the flight, unable to contact Oojo, and unable to apply for a refund. She could not reach any representative of Oojo. I am requesting a refund from Oojo. I am providing ample evidence of our attempts to contact Oojo as well as documentation from the surgeon who performed the life-saving surgery on the family member. I also applied for a refund from ****** Airlines for three family members, and their customer service department provided us with exemplary service during the crisis. I hope Oojo follows the example set by ****** Airlines and honors a full refund.I am also reporting Oojo to *** Airlines, Kayak, and the Better Business Bureau for fraudulently accessing my credit card after it was denied the first charge. Sincerely,***********************

  

  Business Response

  Date: 01/26/2024

  
  Respected Bureau,

  We appreciate your communication. Currently, we are in the process of investigating the issue. As it pertains to the unauthorized charge, we require some time to conduct a thorough review and ensure a satisfactory resolution for the customer.

  Thank you!

  Customer Answer

  Date: 01/27/2024

   
  Complaint: 21148980
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 01/29/2024

  I reject the assertion that OOJO will resolve this issue independent of external pressure and an arbitrating party. OOJO has consistently rebuffed my emails and has clearly followed an internal process to deny culpability. They have had sufficient time and opportunity to research my case and resolve the matter. I, therefore, ask that the complaint status remain open until OOJO issues a full refund for the price of the ticket as documented in the attached files. Sincerely, ***********************

  

  Business Response

  Date: 01/30/2024

  Esteemed Bureau, 

  Thank you for your prompt communication concerning the recent issue. I wanted to provide you with an update on our actions and efforts to address the matter.
  In response to the customer's concerns, we have taken the initiative to offer a full refund amounting to USD$1573.78. This decision was made with the intention of resolving the issue amicably and ensuring customer satisfaction.

  Thank you!

• Initial Complaint

  Date:01/13/2024

  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.

  Sent a cancellation request via the website within 24 hours of ticket purchase and they claimed it was never received until I reached out. By then it was past 24 hours. WHAT A SCAM.

  

  Business Response

  Date: 01/15/2024

  Dear Esteemed Bureau,
  Greetings,
  
  
  The complaint has been forwarded to the original travel agent.
  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. 
  
  Thank you.

• Initial Complaint

  Date:01/10/2024

  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.

  On July 2nd I was shopping for airfare on KAYAK. I found one on OOJO and I tried to purchased it. Unfortunately the transaction has been denied for a reason I ignore. After that failed attempt, I moved on with other plans.On September 2nd, I noticed there was a charge om my account that never reversed. I call the bank and the told me the purchase actually went through. I called the merchant to find out why they charged me after the transaction was denied. They told me they were able to approve the transaction later and tried to reach out to me to let me know the ticket was issued.I told them, I had never approved that charge and they should have cancelled it after I was unreachable. For this reason I requested a refund. i told them using someone bank information without authorization is fraud and that I will not take that trip because I have other plans.I filed a claim with them and after many months of disputes, their investigation stated "after a fail attempt their system made an automatic purchase of the ticket" (I have attached that email). I therefore told them since their system I do not control nor own made that transaction, I should not be responsible for paying for it, especially when I did not give permission for the transaction.I wasted so much of my time to deal with this issue and I would like to be refunded. I have attached all the evidence I have to support my claim.

  

  Business Response

  Date: 01/11/2024

  Esteemed Bureau,

  Thank you for reaching us! We would like to inform you that we are in the process of initiating further investigation into our mutual Customer's case. Our aim is to thoroughly review the details, and we anticipate providing the Client with an update within the next 5 business days.

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21115952
  
  I choose this option because I did not know if accepting the merchant response would close the case.
  I am willing to wait to see the result of their second investigation
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 01/17/2024

  Esteemed Bureau, 

  We appreciate your communication. Currently, we are in the process of investigating the issue. As it pertains to the unauthorized charge, we require some time to conduct a thorough review and ensure a satisfactory resolution for the customer.

  Thank you!