ComplaintsforOojo.com

• Initial Complaint

  03/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is regarding refund of 2 flight tickets. During initial conversation with the **** representative, I was promised my refund would be $891 (mind you, I paid $2700 for round trip, and I was looking to cancel my return flights). I was ready to take the loss and accept $891 **** representative sent me the details via email and all this was recorded on their line. (I can provide all emails )Few days later, I contacted them back because I didnt receive the fund. Then the same representative tells me new refund would be $549, which was just received. I asked them about the discrepancy, but I didnt receive a straight answer. I asked to speak with a supervisor or file a complaint, I didnt receive anything on this either. At this point, I would like BBB to get involved and help me recover the refund I was promised.

  

  Business response

  03/30/2022

  Esteemed Bureau,

  This is to acknowledge the receipt of this complaint and inform you that we are working on it
  The case is currently under investigation , we will contact the passenger and assist accordingly.
  If there is any issue with the provided resolution, we suggest the customer to either reply to this ******************** complaint, or to send an email to ******************************* , in order to have the issue further evaluated. 
  Thank you.  

  Customer response

  03/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. As this is simply and acknowledgement notice, i hope to hear from the business or BBB with a legitimate resolution. 
  
  Sincerely, s
  
  *********************

  Customer response

  03/31/2022

  I didnt say I was satisfied with OOJO response. They just sent me were looking into response, which I think is crazy. I provided as many details as possible, so I dont know what theyre looking into. 
  

  pls keep this case open from BBB perspective, I dont want the business to think this is resolved. 

  

  Business response

  04/19/2022

  Estimated Bureau,

  We are acknowledging our mistake and we are sorry for this misunderstanding. 

  The ticket is part-used,in this case the refundable amount is less than half of round trip cost. The Customer Support representative quoted the refundable amount without tax deduction.

  When trying to process the refund we received a notification from Emirates that the refundable amount has to be adjusted. 

  We are very sorry but we can not refund more than the customer is entitled for.

   

  Thank you

  Customer response

  04/19/2022

   
  Complaint: 16934503
  
  I am rejecting this response because:

  company Is not saying anything new.. they keep saying refund is received, but I need full refund  I only got partial  

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

  

  Business response

  04/21/2022

  Estimated Bureau,

  The customer is not entitled for full refund since the outbound flight was used. Unfortunately an airline fare cannot be divided by two  if is part-used. The total refundable amount for a part-used reservation is the unused fare plus unused taxes.

   

  Thank you

  Customer response

  04/21/2022

   
  Complaint: 16934503
  
  I am rejecting this response because: response is not acceptable.. 

  they admit its a human error on their end, pls ask them to not let that affect their customers and provide promised refund. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought an airline ticket through Oojo. There were a number of issues- first was told the purchase didn't go through. Then told it did. Then told I was mistakenly charged twice. Then told I wasn't. Back and forth with 'customer service' online and through the phone. After I was assured I was charged, and my bank did confirm the purchase, I waited for my plane ticket to be sent. When I didn't receive one, I phoned support again. I was told by the agent that there was no payment, so no ticket. I told her adamantly that she was completely mistaken. She got more agitated and then hung up on **** phoned my bank again. They again confirmed I was charged. This was a trip for the day after the purchase and because of this fiasco, and out of the $456.25, I was not able to leave.I sent an email to one of the agents I was communicating with, for a refund, as well as on their site, which says it does process refunds. Never heard back.A horrible, life altering experience as I was going to ****** for the war. Just horrible.

  

  Business response

  03/28/2022

  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. 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

  03/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We did 2 reservations : code V58CF4 and 5E05V. Turkish Airlines flying from ******* to ******. Along with the flgiht we took travel care package too. After a few days of the ticket booking the airline cancelled 1 leg of the flight. As per airline rules I was able to reschdule or cancel and get full refund. The reschedule dates provided did not fit into our travel plan so we opted for cancellation. We cancelled the trip as the airlines cancelled the flight but Oojo said that they could not refund the travel care. Reason provided - to process refund from airline they need travel care or $ 250. Had I cancelled the flight I understand the charges but in this case the airline cancelled the flight. For no fault of mine I incurred travel cost for no reason. Thanks *****

  

  Business response

  03/16/2022

  Esteemed Bureau,

  We received the complaint from the customer's side. We already contacted the customer and we are working on a resolution.

  Regards

   

  Customer response

  03/23/2022

   
  Complaint: 16892816
  
  I am rejecting this response because: There was no resolution provided. The resolution was no refund. These are unfair trade practices. If a customer cancels the flight I understand the reason for a fee for the processing the refund. If the airline cancels the flight the airline would automatically credit the amount back as there is no flight here - I don't see a reason for the fee. 

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

  

  Business response

  03/25/2022

  To whom it may concern,

  As per our records the refund was processed on 03/03/2022. The amount of $2,954.44 USD was refunded to the original form of payment.

  Regards

  Customer response

  03/29/2022

   
  Complaint: 16892816
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2/22/22 I paid $380.07 for flight through this company. They gave me a confirmation number (R721G) and told me within 24 hours I would have my eticket receipt or I would need to email or call them. I cant email them because I cant access my phone so I emailed them to three different email addresses they provided. Its now 2/24/22 and they have still not provided me with my receipt. When I go to check on the confirmation number, it says its the *** has changed. No one has tried to contact me still and they are still trying to process my payment.

  

  Business response

  03/03/2022

  Esteemed Bureau,

  As per our records there were indeed some delays from our side due to some technical issues. The customer received the ticket and it  used it already.

   

  Regards

• Initial Complaint

  02/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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,
  
  *************************

*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. ↩