ComplaintsforOojo.com

• Initial Complaint

  10/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was charged for 3 tickets going to **** for a funeral. My wife's mother died. I called reservation and was issued a ticket on 3/16/2022. However, we were not able to fly due to a negative covid test. I called to cancel the reservation to reschedule to leave at a later date. I was assured that the cost $1264.74 will be reimbursed back. I paid another $1138.00 issued on 3/23/2022. We left for **** and stayed there 3 months. When I got back, I checked my credit card and was charged for 3 ticket costs. $1138, $1264 and $1190. I called customer service to resolve the charges issue, I called the bank. The bank credited my account, but the next month I was charged again. **** (****) said that those extra charges were taxes and it was due to airline policy. I think you can find more detail on the email conversation I had with them. They just gave me the run around and still insisted the 2 extra charges were valid. I'm at a loss and I hope you can help and assist me in this matter. This issue has been going on since July 2022 and undue stress. I would like the 2 charges $1264.74 and $1190 refunded or credited back to my credit card.

  

  Business response

  11/01/2022

  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 [email protected], in order to have the issue further evaluated. 
  
  
  Thank you.

  Customer response

  11/01/2022

   
  Complaint: 18249816
  
  I am rejecting this response because: **** claims that the tickets were used and they were for taxes. Taxes doesn't make sense because it's full price of the ticket. They claim that it was used - How are they used, when we flew on the 3rd ticket and only went to **** ONE TIME. They also did not honor Covid19 policy by the airline. We provided proof of the ***** test and thus had to change flight times, NOT Exchange for another ticket. We expected to be reimbursed and not charged for those 2 tickets. I referenced the airline'ss Covid19 policy for flight changes due to Covid19 Tests - https://www.turkishairlines.com/en-int/announcements/coronavirus-outbreak/coronavirus-announcements/. Even with this proof OOJO is still not reimbursing me for the flight schedule change. 
  
  Sincerely,
  
  *****************************

  

  Business response

  11/02/2022

  Esteemed Bureau, 
  
  In case of voluntary re-bookings, the airline policy and fare rules should be followed. For this kind of fare, for the first re-booking the exchange penalty is waiver and only tax and fare difference apply, yet for further changes airline penalty applies on top of the tax and fare difference. Both the Inbound and Outbound flights were exchanged as per passenger's request and confirmation and were fully used.

  If the provided options will not be acceptable, we suggest the customer to either reply to this ******************** complaint, or to send an email to [email protected], in order to have the issue further evaluated. 
  
  Thank you.

• Initial Complaint

  09/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 04/14/2022 I purchased a ticket to **** on the Oojo.com website, when I received an email saying that my purchase couldnt verified my credit card. After that I got an email with the confirmation number, when I realized that this trip didnt include baggage I submitted a cancellation (they offer 24 hours free cancellation fee) I also called to verify the cancellation. Then I got a phone call from the credit card saying that Im late on my payment and also have a late fee, the total amount is $605.35 I submitted a claim with Oojo.com website and the credit card. Im running out of time because Ill probably get another late fee, I contacted them a few times and I need them to resolve this issue.

  

  Business response

  09/28/2022

  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 [email protected], in order to have the issue further evaluated. 
  With this being said, we would like to apologize for the delay in responding. 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

  09/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was planning an urgent trip to ****** for my daughter and me due to a serious family matter. I was planning the trip for August, 26-September 6. This was last minute.On August 13, 2022, I saw a good price for flights to Athens through the Oojo website. I placed a request and was waiting for their call. The reservations I requested were with ******* Airlines for the 26th of August. On August 14, an Oojo rep called me. We discussed and confirmed flight details, passengers' names, and cc details. When I received confirmation, I saw that they had my daughter's last name wrong! I immediately called to sort this out. After speaking to dozens of agents and managers and being placed on hold over and over, a rep advised me that I should submit feedback to ******* airlines as it was the only way to get a name correction. I did so immediately. ******* Airlines replied to me on the 22nd of August, stating that they were sorry for the irregularity I was suffering, but it was the agent's responsibility to fix it. I called ******* airlines, and they clearly stated that this was Oojos responsibility to fix. I called Oojo and informed them of what ******* Airlines had told me. Once again, they tossed me from one agent to another. Nobody accepted responsibility for the mistake, and they wanted me to cancel the existing tickets, pay cancellation fees and re-issue new ones! I said that was unacceptable. Finally, the last rep I spoke with told me, " Do not worry, we will correct the name, and there will be no charges. She said that she would call me back very soon. No one ever called or emailed me back! So I decided to cancel my flight through the Oojo website at the end of the day. Instead of acknowledging my cancelation, I received an automatic reply stating, "thank you for your request. We are working on your flights". I disputed the charges on my credit card. But **** managed to present this as my fault.I ended up paying for useless tickets that were not my fault.

  

  Business response

  09/23/2022

  Esteemed Bureau,

  Thank you for reaching out to us and your customer care. We have already contacted the customer regarding their complaint and will resolve their issue as soon as possible.

  Thank you and have a great day!

  Customer response

  09/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am currently waiting for them to resolve my case. 
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear ***********************,Greetings from *********** center. We are a subdivision of the ******************* which handles escalated complaints and disputes.Regrettably our agency received a charge-back notification with the reason: Cancelled Merchandise/Services, for the amount of USD ******. As per the payment form submitted by the client (attached below), this amount was charged for:- AMERICAN AIRLINES ticket [*************] for ******/***** ***** with departure scheduled for 27MAY, amount: $****** - ******************** amount $00.00 - Tips, amount $00.00 Please be reminded that since the ticket was sold as non-exchangeable and non-refundable, any changes/refunds are subject to the airline's restrictions, for which if permitted, certain penalties may apply.We, as a travel agency, have no power to override these rules and as a result, it's possible that if the passengers requested certain amendments in the past, we might not have been able to assist. However as things are slowly getting back to normal and most carriers are resuming (at least partially) their operations, it's likely that some of the previously imposed restrictions have been lifted, giving passengers the needed flexibility.With this being said, we would like this matter to be resolved amicably thus we're tenderly inviting you to share your feedback. Please let us know what went wrong and what should be done from our end, so you could consider closing this chargeback.We'd like to understand the root of the issue, in order to evaluate our internal processes, determine what can be improved and ultimately provide a better customer experience.We appreciate your patronage and we will look forward to hearing from you.Sincerely,*************'s Care Team Dear *****, Please be informed that as long as there is an open dispute regarding reservation NLH9ZZ, we are technically unable to process a refund. Therefore, if you want to fasten up this whole process, please kindly close.DISPUTE IS CLOSED!

  

  Business response

  09/21/2022

  Esteemed Bureau, 
  
  
  Greetings!

  This is to inform that the amount of USD ****** was successfully refunded on customer's account on September 20, 2022. The funds should reach the original form of payment 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 [email protected], in order to have the issue further evaluated.

  
  Thank you.

• Initial Complaint

  09/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a flight with travel insurance through Oojo and upon trying to use this insurance to cancel the flight, I am being told they are unable to cancel it. I paid an extra fee for this insurance for the ability to cancel the flight if needed. This is a scam and I expect a full refund for my flight and the insurance.

  

  Business response

  09/15/2022

  Dear Esteemed Bureau,
  
  
  You are being contacted by **** ******* Services that deals with escalated requests and complaints.
  
  First of all, we are deeply sorry for the created situation and for any frustration you might have experienced dealing with this matter. Our agency is doing its best in order to assist each customer and to provide the best possible solution to their inquiries.
  
  We have already contacted the customer in order to resolve his issue and to locate his reservation in order to have more information. So far, we don't have any feedback from the customer.
   
  
  If there is any issue with the provided resolution, we suggest the customer to either reply to this BBB complaint, or to send an email to [email protected] , in order to have the issue further evaluated.
  
  
  Thank you.

  Customer response

  09/15/2022

   
  Complaint: 18007073
  
  I am rejecting this response because: I have responded to the business with my flight details and have not yet reached a resolution. I will accept once we have reached a resolution on their end.
  
  Sincerely,
  
  *********************

  

  Business response

  09/16/2022

  Esteemed Bureau,

   

  We would like to apologize for the inconveniences that might have appeared during your experience. However, it was mentioned in the Online Authorization Form that our agents do not advise the customers regarding the travel documentation and Covid restrictions due to constant changes on this matter. 
  
  
  We only issue the tickets after the passenger submits the **** This is an official agreement between our agency and the client.
  
  
  

  According to the Online Authorization Form that the passenger submitted, the passengers are responsible for ensuring that you meet foreign entry requirements, including the restrictions due to the public health reasons, and that
  your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Oojo has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international
  destinations.

  
  Passport and ***** You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check
  for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to
  your failure to carry the correct and adequate passport, ***** or other travel documents required by any airline, authority, or country, including
  countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.

  Also, by *********** Services policy, we can work on behalf of an refund if your flight were affected by next reasons:
  100% of the fare in case of flight cancellation due to unforeseen circumstances
  100% of the fare in case of airline bankruptcy
  State lock-down
  Travel ban Adverse weather preventing the flight Mechanical breakdown
  Sickness preventing from travel
  Hospitalization
  Pregnancy complications
  Death of the passenger
  Death of the family member
  Injuries of the passenger or family member
  
  
  
  
  Please be assured that every matter was given into consideration, thus we are unable to provide the requested resolution. 
  
  
  Thank you.
  
  
  Thank you.

  Customer response

  09/16/2022

   
  Complaint: 18007073
  
  I am rejecting this response because: the travel care that I paid extra for was useless in this situation and I should have been told before purchasing extra insurance on the trip that it wouldn't actually cover anything. I paid extra for no reason because their insurance is a scam that doesn't actually cover the trip.
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear BBB,Oojo.com sold me an airline reservation with what I thought was a fully findable cancellation policy based on the following email: Dear Travel Partner, Thank you for booking your trip with us! I'm glad that you were able to find a great itinerary. I'm Tipolo and I'll be here in case you have any questions about your booking. I did notice that you had opted out of the ******************** Given that there's still some uncertainty to air travel. *********** Servcie is something we offer to fast track your prioritized service and save you from potential headaches from anything unexpected comes up before or during your trip. It doesn't add that much to the cost of your trip (USD89.45) and is a great way to safeguard the great investment you've made on your next trip. We see a wide range of cases of travel disruptions from medical emergencies to flight delays to mishandled bags, and *********** is a great way to make sure that your trip is protected--it even allows you to cancel or reschedule your flights for any reason. It's a service I'd definitely opt for and I hope you feel the same way. Please feel free to shoot me a line if you'd like to add the *********** Service to your trip, and I'll have my team to get you set up in no time! Thanks again, and have a great trip!Sincerely,Tipolo End email The part where it says it even allows you to change or cancel your trip for any reason is what lead me to believe this booking and service would allow me a refund if I needed to cancel my ticket if I needed to when I paid for this. When I reached out to do so after getting sick and unable to travel they denied my request and offered me a 50 dollar refund for the 950 dollar ticket I booked. Im still trying to resolve this and Im happy to provide further evidence that this is an illegal scam this company is running on people.Please advise i intend to collect a full refund for the service I paid for.****,***********************

  

  Business response

  09/16/2022

  Esteemed Bureau,

  The ticket our mutual customer have purchased is discounted and therefore very restrictive. Most economies discounted tickets are non-exchangeable, non-refundable, non-reroutable, and non-transferable however, if the airline allows exchange and/or a refund, it will be processed against airline-imposed fees.

  
  This information was also listed in the Online Authorization Form that you have submitted at the time you have purchased the ticket. Airline's policies are superior to the ones of our agencies, that's why we follow the rules stipulated by them.
   
  By checking the fare rules, your ticket is non refundable. Still, the exchange can be processed against an airline exchange fee.

  Travel ************ is not an insurance policy but a service to assist you in getting a refund, compensation or exchange from the airline in various circumstances that can occur during your trip as well as certain other additional services. Travel insurance is available with an insurance company per passengers request against payment.

  Our Partner will work with an airline on passenger's behalf to get 100% refund of fully unused tickets for passengers hospitalized who, as consequence of hospitalization, are unable to take the trip. The passenger must provide his/her hospital admittance or discharge forms to us and cancel the reservation before the scheduled departure.

  Our Partner will work with the airline on passenger's behalf to get 50% refund of fully unused ticket for passenger unable to take his/her trip due to sickness. The passenger must provide doctors note to us and cancel the reservation before the scheduled departure.

  We only issue the tickets after the passenger submits the **** This is an official agreement between our agency and the client.
  
  
  Please be assured that every matter was given into consideration, thus we are unable to provide the requested resolution. 

  Thank you
  
  

  Customer response

  09/19/2022

  Dear Better Business Bureau:

  
  While I can appreciate the aforementioned policy in oojo.coms response to my complaint, absolutely none of that was written in the sales email that prompted me to purchase the disputed ticket. 

  
  I was fully under the impression that I was paying for a refundable ticket because thats literally what the email was selling. It literally says that in the email, and as a consumer Im certain that if one pays for this service based on what oojo.com is telling their clients this service is via frankly predatory emails, that theyre owed anything less than a full refund if they request one. Im not at fault here for not understanding their predatory email scam posing to be a refundable ticket service. Just read the email, this is very clear.

  
  Please advise next steps, I intend to be very persistent with pursuing this refund,

  
  Best,

  **********************;

  
  
  
  ***********************
  1607 *********** 
  ******,** 78746

  

  Business response

  09/19/2022

  Esteemed Bureau,

  We have offered the information in regards to the Terms and Conditions of the *********** Services. As implied there, a refund is possible in cases of illness or schedule changes by the airline. We will be more than glad to request a waiver from the airline for the refund fees, however we need a specific ground for that.
  
  
  Please also note that since the refund  has not been processed prior to departure, the flight is non-refundable anymore due to No-show status and even if the customer would like to process a refund now, it will only be possible with an airline waiver

  
  
  As an exception and as a sign of goodwill we can offer  a refund of the *********** Services for this reservation if the customer feel unsatisfied by its benefits.
  
  
  Thank you

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Basically I booked a flight to ******** 09/27/22 through oojo for 1155.52$. I paid 99$ for protection by travel care in case I would need to cancel the flight and get a full refund. Tried to cancel today and their cancellation agent named ****** said I would not get a refund. I asked him why and he said I needed to cancel within 24 hours of booking the flight. I told him he was incorrect and thats not what my email from **** said. Then he told me I didnt know how to read. He then asked for a screen shot of that email so I sent it to him. Then he kept asking me why I had to cancel in which I told him I dont need a reason to cancel. According to the email from oojo cancellation policy states that as long as I cancel the flight 24 hours before the flight Im due a full refund. I dont appreciate ****** disrespecting me and trying to steal my 1155.52$. I purchased a protection plan as well and canceling my flight should not be this difficult because its not for 3 weeks. After ****** saw my email I sent him with it showing the cancellation policy and his company logo he said to hold on and will see what he could do. He hung up on me this is not a company I will ever do business with again and I expect a full refund.

  

  Business response

  09/13/2022

  Dear BBB,

  Dear *******,
  
  By checking the fare rules for your reservation NWKV4E:
  -  Changes, any time, charge USD ****** for reissue/revalidation;
  - Before departure, the ticket is non-refundable in case of cancellation/refund,  Not permitted even for medical reasons.
  
  Talking about ******************* purchased, OOJO will work with the airline on your behalf to get refund for any of these events that *** occur during your trip:
  - Flight cancellation;
  - Missed flight due to unforeseen circumstances;
  - Hospitalization;
  - Sickness.
  
  The 24h policy that we can see in the screenshot provided refers to cancellation of the seats at least 24h prior to departure in order to avoid no show. Unfortunately, refund is not guaranteed once seats are cancelled.
  

  Customer is invited to share the feedback.
  
  
  Kind Regards,
  ****
  OOJO Care

  Customer response

  09/13/2022

   
  Complaint: 17937206
  
  I am rejecting this response because: There is too much wording in your response. Its simple Ive canceled the flight by a phone call made 9/9/22. Im requesting a full refund 1155.52$. Do you understand? What day will you be processing my refund?
  
  Sincerely,
  
  *******************************

  

  Business response

  09/15/2022

  Dear BBB,
  
  Airline rules states that: Before departure, the ticket is non-refundable in case of cancellation/refund,  Not permitted even for medical reasons.
  
  
  If customer has any attenuating circumstances (medical or emergency, evidenced by a document) that we can submit to the airline - we will gladly request a no-show waiver on his behalf.
  
  
  Thank you

  Customer response

  09/15/2022

   
  Complaint: 17937206
  
  I am rejecting this response because: Whats you issuing me a no show going to do for me? Is it going to get me my refund of $1152? I paid an extra 99$ for a travel protection plan to travel in case I needed to cancel my flight and get a full refund your not honoring that? It never stated when I purchased the ticket it was up to the airline to refund my cancellation? I purchased this ticket through oojo and your saying you will not refund my ticket? What are all the options?
  
  Sincerely,
  
  *******************************

  

  Business response

  09/17/2022

  Dear BBB,
  
  
  Reservation was affected by flight cancellation. A refund is requested with the airline. We will keep posted customer on the refund progress. 
  
  Sincerely,
  ****
  OOJO Care
  
  

  Customer response

  09/20/2022

   
  Complaint: 17937206
  
  I am rejecting this response because:Ive obviously canceled my flight weeks ago and my refund is unclear. Why am I having to check my email every day to find out if I possibly have a message about getting a refund. It shouldnt be this difficult its not good business, what good companies do is there is a problem which there sure as f*** is.is call the customer and let them know yes your refund is being processed your money will be in your account on this day. The thing is I havent heard s*** from anyone from this company in confidence and good faith.
  
  Sincerely,
  
  *******************************

  Customer response

  09/23/2022

  About complaint #******** this horrible company oojo but im still having to many problems here. Sounds like they decided to refund my money but the problem is theyre not giving me $1152 they dropping travel protection and giving me $1056, and dropping that down the refund to $983 plus wire transfer costs. I requested they refund my money through my credit card the way the tick was purchased and they are claiming a system error and requesting my private bank account information, routing# account #. Theres no way im giving out my sensitive bank information to this fraudulent company. They are also trying to get me to sign a waiver. Please help me Sir all I need is a simple refund back to my credit card.

  

  Business response

  09/24/2022

  Dear BBB,

  The regular transaction is not possible due to an error. Customer informed us about desire to process it via check. In case of check issuance, customer agreement is mandatory otherwise refund will not be possible. Check issuance will be processed with no fee once agreement is provided.

  Travel ************ is originally a non-refundable charge. As a form of patronage, we offered customer voucher with the company for future use in amount equal to the Travel ************ cost.

  Thank you

  Customer response

  09/27/2022

   
  Complaint: 17937206
  
  I am rejecting this response because:Your not being clear of direct intentions. A check will be mailed to where I live in the amount $1056.07 and also a voucher of $99.00 needs to be written in what ever im putting a signature on (waiver). Also needs to state you are without a doubt sending me a check and voucher. Do you understand? Can you contact me now? Or give me your information whoever you are pretending to help by communication thorough the better business bureau complaint message centeruse my contact information so we can communicate and finish the process. ************, ***************************
  
  Sincerely,
  
  *******************************

  

  Business response

  09/30/2022

  Dear BBB,

  Customer was constantly emailed with the details for refund of the ticket cost via check and ******************* cost as a voucher( screenshot as confirmation attached). ASAP Tickets received no feedback from customer via email.

  We invite customer to check the inbox for further assistance.

  Thank you

• Initial Complaint

  09/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked two tickets through oojo.com and never received my tickets. I emailed and phoned the company and the agent explained that I did not have a ticket yet but she would connect me to someone in sales. The call got disconnected when she transferred me so I called back. I was connected to the same agent who claimed no one was available from sales to try to speak with me but she'd email sales and ask them to call me asap. I indicated this was not sufficient since I had already waited hours to receive tickets I'd submitted payment for. I requested my purchase be canceled since they failed to produce tickets for my purchase and was told this would be noted in the email to sales. She said someone would call me to confirm but no one has called.

  

  Business response

  09/02/2022

  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 [email protected], in order to have the issue further evaluated. 
  With this being said, we would like to apologize for the delay in responding. The virus outbreak has affected the workflow in most industries and that resulted in a volume of cancellation and exchange requests that we did not anticipate.

  
  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

  08/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 29, 2022. While at the airport waiting for the ticket counter, we received a text message that ******* Airline canceled our flight due to mechanical issues. We were told to contact the agency we purchased the ticket from and they could change to the next available one immediately at no charge. I called OOJA right away and they confirmed the flight cancellation. They told me because of this issue, they should be able to change my ticket without any issues. However, nothing was done. I never received a phone call or email regarding my ticket. I called several times and was told lies that someone is working on it. At 2 am I called again was told that I should ask the ticket counter and they cant do anything. 6 hours passed and I was told this. They made it impossible to ******* airlines to change the ticket for me, they were not willing to work with ******* airline to resolve the issue. At 3 am and 6 hours later, **** did nothing to change my flight. By the time ******* decided to take over, it was too late and the flight was fully booked. I still cant fly and missed the next date because OOJO wasted 6 hours and kept telling lies that someone is working on it. They were not willing to transfer me to their supervisor or the expert was working for 6 hours and doing nothing. I wish I never OOJO, they cant handle normal flight changes, they are not able to assist immediately. They wasted time claiming someone was working on it and the flight got fully booked because other agencies rebooked the tickets immediately. They also charged extra for price drop and not willing to refund it! After 6 hours and not being able to help, they transferred my tickets to ******* airline. Should have immediately and I was going to go on the next flight. OOJO is a joke, not a serious company.

  

  Business response

  09/02/2022

  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 [email protected], in order to have the issue further evaluated. 
  With this being said, we would like to apologize for the delay in responding. The virus outbreak has affected the workflow in most industries and that resulted in a volume of cancellation and exchange requests that we did not anticipate.

  
  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.

  Customer response

  09/02/2022

   
  Complaint: 17786925
  
  I am rejecting this response because the **** customer service didnt try to change the ticket ASAP as promised and took 6 hours just to tell me to go to ******* Airlines representatives. This could have been escalated to ******* Airlines  in 20 min but the customer service kept lying and ignoring my requests. I had to call ******* Airlines and plead them to change my ticket. It resulted in taking a longer route and delayed my flight significantly. The next day flight was fully booked because **** wasted 6 hours and still didnt do anything to help me. If they cant keep up with ticket changes, they should not operate as third party agencies. I advice everyone to stay away from this agency. The flight change was due to mechanical issues and not an outbreak as claimed by ****. I will not accept any apologies. 
  
  Sincerely,
  
  *************************

  

  Business response

  09/07/2022

  Esteemed Bureau, 

  
  
  The details were fowarded to the original travel agent.
  The matter will be investigated further and the passenger will be provided with a resolution.
  
  If the provided options will not be acceptable, we suggest the customer to either reply to this ******************** complaint, or to send an email to [email protected], in order to have the issue further evaluated. 
  
  
  Thank you.

  
  

• Initial Complaint

  08/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a ticket for my mom, and within minutes of purchasing, I get a phone call from the agency advising I purchase insurance incase anything happens. This seems like the smart thing to do, I tell them Ill consider it and get back to them, can they send me an email so I can read over the term. I get an email and AGAIN the agent calls saying I should do this ASAP if I want my flight to be covered. I purchase the insurance for my moms flights. First trip goes smoothly! Her return flight home is then delayed, from one hour, to three hours, to 24 with layover changes! the minute I get notification of this delay I call the airline asking what is to happen with connecting flights etc, the agent I speak to doesnt even know that theres a delay on the flight, Im on hold for 30min or so, only to get a lousy response. Fast forward a few hours later, I call and email the airline to claim insurance now as it stated should the flight be delayed for more than 6 hours due to unforeseen circumstances, file a claim within 12hours to get $300 credit! Its been 2 months since this incident and the agent taking care of this issue has given me EVERY excuse to not reimburse me for my insurance claim, even with me sending them screenshots word for word what THEIR insurance policy stated and ****** (the agent helping) replies once every two weeks. WHAT A SCAM! Ive sent through all the paper work they requested for the claim and its been over two weeks (the insurance policy states that if they cant work with the airline to get compensation within two weeks if the claim, OOJO will cover this cost) and today I get an email from ****** saying they will give me half of what they had initially stated they would pay! It went from a 19hr trip home to a 3.5day trip, its beyond ridiculous this company doesnt see fault in this! Mom missed her connection flight which also wasnt reimbursed as the cancellation period had passed,more money lost because of ****

  

  Business response

  08/27/2022

  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 [email protected], in order to have the issue further evaluated. 

  
  With this being said, we would like to apologize for the delay in responding. The virus outbreak has affected the workflow in most industries and that resulted in a volume of cancellation and exchange requests that we did not anticipate.
  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.

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