ComplaintsforOojo.com

Airline Ticket Agency

Additional Complaint Information

Customer Complaint:

BBB’s business profile for Oojo.com was created in June 2020. A review of complaints was completed in February 2024. Complaints on file state issues with refunds. BBB encourages consumers to review the Terms and Conditions, specifically the cancelations, changes, and refunds section. Also included is additional refund information.

https://www.oojo.com/terms-and-conditions#cancellation-fees

https://www.oojo.com/help-center/questions-about-refunds

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Initial Complaint
02/15/2022
Complaint Type:
Product Issues
Status:
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.
I booked a reservation (Bought a Flight Ticket: Record Locator KSJPTQ) on 11/07/2021 with ****************** travelling to *****, ******* on December 15th, 2021 and returning January 08th , 2021 . Due to unforeseen circumstances, I had an emergency surgery on December 03, 2021. And due to the nature of the surgery, I was scheduled for medical examinations and after care check up on December 10, 2021.Because of health risk and medical advice, I decided to cancel my trip. On December 14, 2021 @ 10:28 am, I called ****************** to cancel my trip and ticket.On January 19, 2022, I called ****************** to file a claim for my ticket refund, I was told by one of the customer service agent ( Zhask) that Oojo Travel will deduct $300.00 from the ticket refund. And they (Oojo Travel) sent an email asking me to agree with the $300.00 deduction and confirmed the agreement with an email reply. I agreed with the $300.00 deduction with an email reply and that I will be refunded $1,870.97 back to my credit card account. They (Oojo Travel agent: Zhask) said that it will take a week or two for the refund of $1,870.97 to be deposited back to my credit card account.Later in the middle of the night at around 10:48 pm on January 19,2022 I received a phone call from Oojo Travel agent to inform me that they are not going to refund the $1,870.97. Oojo Travel refuse to refund my $1,870.97 I have been calling them to speak with a manager or supervisor in charge, but no manager or supervisor has ever call back. They will not allow you to speak with a manager or supervisor. I also sent an email to Zhask but they have not responded back to my request. Oojo Travel refuse to pay my refund of $1,870.97. Because I paid $199.45 for protection in case of an emergency preventing me from traveling.I paid $2,170.97 for the ticket (Ticket # *************) and I also paid $199.45 for travel care service protection (Something like insurance).
Business response
02/16/2022
Hi,
Thank you for reporting this.
Please be advised that ******* Airlines tickets are non-refundable and regrettably they do not provide waivers even for medical reasons.
We have checked the fare rules and here are the two options available:
EXCHANGE
$00.00 ******* Airlines Administrative Exchange Penalty (waived as an exception)
$0.00 Oojo Processing fee ($250.00 waived once due to Travel Care Service)
+any fare difference, if applicable.

Credit with ******* Airlines can be used towards a new ticket for the routing *** - LOS round trip and the same passenger only.

Note:
The exchange must be processed and the new trip completed before the ticket's expiration date 07/NOV/22.
The quote is based on the general rule for exchange.
Other restrictions such as advance purchase requirement, minimum/maximum stay, seasonality, black-out dates, and basic seat availability may influence the final quote, its price, or even the possibility of the exchange.
The availability and the price are not guaranteed until the tickets are reissued.
Always consult the **************** representative for the current quote for your desired dates, and its validity.
This quote is only for informational purposes, and it doesn't initiate the exchange.
Provide your desired travel dates and we'll check for the lowest available fare difference.

REFUND
NON-REFUNDABLE

However, we may still process a refund for the following tax:
TAX 5.60AY
TAX 38.20**
TAX 3.96XA
TAX 4.50XF
TAX 7.00XY
TAX 6.11YC
TAX 11.60TR
TAX 100.00QT
TAX 20.00TE
Total: $196.97

The amount of $196.97 to be credited back to the original form of payment.

Note:
The refund must be processed before the ticket's expiration date 07/NOV/22.
Cancellation of reservation does not automatically initiate a refund.
Once the refund is processed, it will take from 5 to 20 business days for it to be completed and for the funds to show on the card holder's account.
The time varies depending on your bank.
This quote is only for informational purposes, and it doesn't initiate the refund.
Please let us know if you'd prefer a refund, and an online payment form will be e-mailed to you.
Initial Complaint
02/15/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased two tickets through Oojo on Qatar Airlines for a total of $1650.00. We also paid 80$ extra to participate in their customer care program to get extra services.On the day of traveling on 21/7/2021, I was told by the airlines that my COVID-19 test results are outdated and I needed to do a new test. I missed my flight because of the long waiting at the test Center at **************. Qatar Airlines instructed me to communicate with Oojo as my travel agency since they will issue the refund to them.I contacted Oojo over the period of two months and they kept telling me that the airlines has not responded although the refund has been issued to them as I was told by Qatar airlines. I have email records communicating with a woman named ***** working for Oojo where she was apologizing over and over that the airlines has not issued the refund. I stopped communicating with Oojo on Sept of 2021 because I got frustrated and felt helpless.
Business response
02/15/2022
Hi,
Thank you for reporting this to us.
Please be advised that one of our agents will get back to you within 48 hours with the possible options.
Kindly check your email.
Thank you.
Initial Complaint
02/09/2022
Complaint Type:
Product Issues
Status:
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.
Hi, I wanted to report travel agency oojo.com and I am requesting our refund. So my husband couldnt fly back from ****** due to being positive with covid and we called this agency to either refund us our money or get him a new date for flight since he would not be able to leave until he was negative. So they ended up hanging up on my face and I called again and they stated I would have to pay over $600 for a new ticket. I then later read several reviews which I know I should have done before and saw many many complaints with similar situations. I would really appreciate your assistance in this matter!
Business response
02/11/2022
Dear Nikolle,

Thank you for reporting this to us.
Our team will review your case and will get back to you within 48 business hours with a resolution.

Thank you
Customer response
02/12/2022

Complaint: 16747061

I am rejecting this response because: I want a refund and they are stating they would only provide a refund of $33 that is insane. I need a refund promptly for what I paid. Thanks

Sincerely,

***************************************
Business response
02/23/2022
Regrettably the fare rules does not allow us to process a refund for the full value of the ticket. Instead, we can refund only the unused tax.
TAX 3.96XA
TAX 7.00XY
TAX 6.11YC
TAX 11.20BR

As requested, we have processed the refund of the tax however, we will keep the credit with us for now due to an open dispute.
Once the dispute is closed and the confirmation letter will be sent to us, we will forward the refunded credit back to the original form of payment.

Customer response
03/08/2022

Complaint: 16747061

I am rejecting this response because: I want a refund of my unused portion

Sincerely,

***************************************
Initial Complaint
01/27/2022
Complaint Type:
Product Issues
Status:
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.
Purchased an airline ticket trough them know the airline canceled the flight they dont want to give me my money back they told me there is nothing we can do you need to contact the airline, I did contact them the airline told me the same thing there is nothing they can do I need to contact the agent oojo
Business response
02/03/2022
Dear BBB ,

Hope this email finds you well.
Please be advised that the customer processed previously an exchange directly with the airline.
Once the passengers are making a change directly with the carrier , we loose control over the reservation . The coupons are closed for us , we can not see the information of the new exchanged ticket ,and we can no longer process any exchange or refund thorough our GDS system
If passengers ticket is eligible for a refund this can be processed only from the airlines side directly . We will contact the airline on passengers behalf and will check on the refund possibility.
We will contact the passenger and assist with his request.
Thank you
Customer response
02/04/2022

Complaint: 16682316

I am rejecting this response because:

Sincerely,

***************************. I called oojo to reschedule the flight, they refuse to do it they want me to pay for any changes the problem happens it was not my fault that the airline canceled the flight, they refused to do anything thats why I call the air directly I just wants the problem solved now they completely try to get way from any responsibility
Initial Complaint
01/26/2022
Complaint Type:
Product Issues
Status:
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.
I purchased tickets through Oojo for a flight from ******* ***** to ******* *******. I made the trip to my destinantion but upon taking a PCR test to return to *****************, I tested positive for covid and was placed in isolation. I contacted the ******* airlines who put my ticket into open status so I would not be considered a No Show and they made my ticket available through 12/2022. This fact was verified 3 times by ******* Airlines. I tried to rebook my flight home through Oojo and they were not responsive to get my ticket home. Due to their inactivity and my stay already extending 14 days longer than expected I needed to get home, so I had no option but to purchase another ticket, which I did through ******* Airlines. I retrospectively checked the refund status of my return ticket to which ******* airlines stated, by email, the fare would be fully refunded but I would have to process the refund through Oojo. On 1 of the 6 calls to Oojo While trying to reschedule my flight they had stated that there was a fare differential of $905 dollars but they did not send an email for me to approve it. Oojo's site was selling the same ticket on the same date for the same flight for $737. I also checked the refund status of the ticket and ******* Airlines sent an email stating my ticket was eligible for a full refund but through the booking agent Oojo. I have talked to over 15 people on more than 25 calls to Oojo trying to get them to process my refund. They have told me a few times the ticket was non- refundable, I was listed as a no show for the flight, a few times I was told they would have to submit it to the airlines. But ultimately, I have had 2 of their representatives call the airline to verify the refund and seat status and found it was opened and available for a full refund. I was even sent an email stating my refund would be $461.64 after fees. But later an email stating it was non-refundable. I would like a full refund with no fees due to the time and effort
Business response
02/05/2022
Dear BBB,
We have contacted the passenger and are investigating the case.

Thank you,
Regards
Customer response
02/06/2022

Complaint: 16679567

I am rejecting this response because: They have failed to contact me with anything except a request for my ticket number which was immediately sent. They have not proceeded with any communication and have not responded to more attempts from myself to communicate with them to resolve this issue.

Sincerely,

***********************************
Initial Complaint
01/20/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
OOJO is absolutely unprofessional, unreliable and dishonest! I purchased a flight ticket PAID EXTRA for the insurance. I ended up getting COVID virus and needed to cancel my flight. I booked my flight 9/8/21 at 10:24am CST. I ended up catching COVID and being hospitalized. So I contacted them to cancel my flight. I was told verbally that the flight would be canceled but never received a confirmation email so I started contacting them again. After becoming frustrated I filed a complaint with TrustPilot.com 9/21/21 at 11:43am CST. Never received a response. I emailed [email protected] SEVERAL times - no response! I filed another complaint with TrustPilot.com 11/19/21 at 12:56pm CST. Finally on 11/28/21 at 1:19am, an employee of OOJO named Tergel ([email protected])emailed me saying As checked, your ticket has been cancelled already.In regards to your refund, it will take up to 60 banking days or 2 billing cycles. Refund will reflect back to the original form of payment.Should you need clarification please let us know.Of course I waited the 60 business days only to NOT BE REFUNDED and now its too late to dispute the transaction through my bank. This is so unprofessional and unacceptable! I am still recovering from COVID while trying to fight for my money back on a trip I couldnt and didnt take! I am so upset! Today, 1/20/22 I am STILL FIGHTING to get my money back. I have made another complaint with OOJO.com, TrustPilot.com and now The BBB. Im hoping someone can help me get my money back and stop this from happening to others!
Business response
01/24/2022
Esteemed Bureau,
We have contacted the Customer regarding the medical documentation for refund.

Thank you.
Customer response
01/29/2022
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. Oojo agreed to refund full amount if I provide discharge documentation from hospital. Attached is the documentation required to receive refund. When will I receive documentation showing refund has been processed and sent back? Ive been told for over 3 months I would get refund and I am still fighting to get it so I would like documentation showing refund has been sent.

Sincerely,

*************************
Customer response
02/01/2022
Good evening Ms ******,

Thank you so much for your assistance. I would like to reopen my complaint against oojo.com. to ensure I will be receiving documentation showing the refund. I have been told before that a refund would be sent in 60 business days and never received it. I would like documentation showing the refund has been sent back. Attached is screenshots of emails from oojo fabricating to me about refunding my money.
Business response
02/03/2022
Dear Customer,

You can use your payment ID aka ARN provided below to check the transaction with the bank :

Your transaction was received on: 2/1/2022, 1:50:29 AM for $800.05.
Your payment ID is: ******************
Transaction Type Returned: Refund
Response Message: Approved
Customer response
02/23/2022
Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
01/03/2022
Complaint Type:
Product Issues
Status:
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.
I have bought the Tickects by oojoo and i requested for refund due to sudden death in my family but instead helping they keeping lingering on .I have asked for the Exchange and it is being confirmed me that no proceeing fee with the travel care plan and no planties fdor excahnge in writteb but they are sending me the excahnge with palntities , and using delying tactess and making me mentally harass to buy the tickects on thier dirty tricks terms.Snapshot of the mail attached and atcual mail can be send if required
Business response
01/17/2022
Esteemed Bureau,
Regarding the penalties for exchange. Customer has inquired about the *********** Services and attached is our written answer. A few days after this answer, the Customer confirmed and activated the Service.
Regarding the refund waiver due to death in family, we are still waiting for an answer from EY.

We will contact the Customer and update them with the same information.

Thank you.
Initial Complaint
12/19/2021
Complaint Type:
Product Issues
Status:
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.
To the Better Business Bureau:On December 8, 2021, I was sent to OOJO.com from Skiplagged and booked a Alaska flight from Salt Lake city to *******************, scheduled to depart on 12/13/21. Due to Covid illness, I needed to change the flight. On 12/12/21, I clicked the link in the confirmation email (attached as PDF) and received a message stating that I would have to contact OOJOs customer support at ************. I called this number immediately, and was advised by an agent that an agent would call me back soon (within 1-2 days), and that no one was available to take my call then. I received no reply. I called Alaska Airlines and was advised by their agent that changes could only be made by the booking company (OOJO.COM) since it was a group booking. The United agent did take the flight out of active status so that the flight charge would not be wasted.As of today, 12/19/21 at 1:52 PM MST, I have not received a call back from OOJO. I Called their service number again at 12:22 pm, and received a call back from an agent at 12:47 pm. The agent, named Honey, advised that there was no agent available to discuss changes to the December 12 flight. I am still waiting for a call to address this issue after 3 days. After reading numerous complaints on this website regarding OOJO.com, I decided to file this information. Thank you for receiving, and I hope that this matter can be settled quickly, as flights are quickly increasing in price as I await a response from OOJO.Respectfully,?**** Stock
Business response
12/22/2021
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 [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
12/16/2021
Complaint Type:
Product Issues
Status:
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.
I bought two tickets from ****** to ********* on November 25, 2021 for $2,269. On December 10th I was at ******************** waiting to be checked for my flight. Apparently, the ***************** had canceled all ****s issued before October 6th of this year. I didn't know of this fact , so Etihad airline employees put my ticket on hold until I got my **** since it wasn't my fault. Then I contacted OOJO customer service and they assured me of the same. My **** has been approved now as of December 16, 2021; so I'm ready to fly. I've been trying to contact OOJO for the past 2 days and they have been transferring me to other customer service agents that are telling me to wait for a phone call from a "different" customer service department that handles these type of issues. 48 hours later I am loosing my patience. I just want to reschedule my flight for another day or be issued a refund since I showed to the airport to check in but couldn't do so for reasons beyond my control.
Business response
12/20/2021
Hi,
Thank you for reporting this issue.
We are currently conversing with the client and getting the new dates of travel so as to check for the available flights.

Thank you.
Initial Complaint
12/12/2021
Complaint Type:
Product Issues
Status:
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.
I purchased tickets from Oojo for a flight that is happening eight hours from now, but I still have yet to receive a ticket. Additionally, their customer service is unavailable. The fine print on their website suggests that I will receive egregious fees for cancelling even though I have not received the service I paid for.This is entirely unacceptable. I have reported them on every website I could find. I have additionally notified SkyScanner to remove them as a booking agency.I am additionally reporting them to my credit card company as a fraudulent entity since they have failed to deliver the tickets I purchased in a timely fashion.
Business response
12/20/2021
We sent an email to the customer 6 days ago inviting to share the details of the reservation so we can provide assistance.
The customer is yet to respond to our inquiry.
We will need more time for the customer to respond so we can investigate the issue.
Thank you.

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