ComplaintsforOojo.com

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Oojo quoted me a full refund and I was short changed. I purchased a second ticket from them and was charged an additional fee in order to process changing my original ticket. They then also took out the additional fee for processing changing my original ticket from my refund. They basically charged me TWICE for changing my ticket. I have called and emailed for a month and have gotten the run around. Vedasto finally emailed me and said he wanted to speak with me over the phone. He claimed that he could not call me and told me to call him. I called him 3 times and every time I called he made up an excuse as to why he could not answer. I told him that I would prefer email as it is more transparent and I never heard from here again. I want the rest of my refund as it is not fair that I was charged twice!!!!!!! This business is a FRAUD!!!!!

  

  Business response

  11/12/2021

  Hi,

  We are investigating your case. Kindly allow us some time to gather all the information and we will get back to you with a resolution.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased an airline ticket through the company Oojo. They have taken money out of my account using a debit card but have not delivered a ticket. They are not offering a refund.I heard of the company through a website called cheap flights that compares airline ticket search engines. I booked an airline ticket through the company's website of $196.56. The company gave me a reservation number, I received a confirmation email of my booking with the same reservation number. But they did not provide an airline ticket neither did I receive an electronic ticket. Later I received an email from their anti fraud department asking to confirm my identity. This email mentions that they put authorization on my card for a random amount under $2. I then replied to the email to confirm my identity.Later the price of the ticket was fully charged on my card. But I did not receive an electronic ticket or a confirmation number of the booking with the airline.I called their customer service department multiple times. At first the representative says that they have lost the booking information.Then I called to ask for a refund they said that the customer service department will call me back on my cell phone number. The customer service department has never called **** would like this company to issue a refund because they did not delivery the plane ticket I purchased.

  

  Business response

  11/09/2021

  Hi,

  As the customer did not finalize the verification, the ticket was never issued and the charged amount was voided.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of the Transaction: 11/01/2021 I booked two online flight tickets (Emirates) for a total of 11120$ for my aging parents. But they issued only one ticket and even after talking to at least 5 customer service representatives and spending about 4 hours on the phone they have not resolved my issue. Finally, after almost 10 hours I receive an email from their sales department to tell me that my transaction didn't go through. This company is run by a group of people who do not take any responsibility for their actions nor for their customers time. I have been stressed all day and trying to reach them every other hour to ensure the tickets got generated but now finally im told it didn't go through. Absolutely Horrendous experience.

  

  Business response

  11/05/2021

  Esteemed Bureau and Customer,

  There are 2 reservations in question here : GC3R6 and  FJ1SV

  GC3R6 : was not issued or paid for due to the fact that the CC was declined

  FJ1SV : Due to the fact that GC3R6 was not issued, FJ1SV has been cancelled per customer's request and refunded in full on 2021-11-01 10:34:03

   

   

  We do understand that you have been patiently waiting for your tickets as the card was declined and we could not call on an international number.
  We honored your request to cancel the tickets and proceed with the full refund .
  I understand you may not have received a call due to the difference in the time zones as the agent was not supposed to call on non- business hours as per USA time and we do not have any access to call an international number .
  
  Therefore we apologize  for the same that you have been patiently waiting for the tickets ,and we were not able to issue it on time due to cc decline .
  We appreciate you giving your valuable time to us .Let us know in future if we can assist you better .
  
  Thank you.

   

• Initial Complaint

  10/06/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  October 3, 2021 $4/500 to get my son from VA to ******, I never used OOJA before for flights, I my son made me aware that he had to push the flight back. I called 10/6/2021 @530p to their customer service, first rep I talked to said that they put in the inquiry with cs and a person would call me back in 30m with flight options for changes,645p I called back.That rep said the same thing, i asked if there is anything else that I could do, apparently cs has no direct line they will pick up.30 I call back third rep,I explain the same info, give the same confirm info,every time I used the confirm info that was on the email they couldnt find me, so more info had to be given every time.This rep transferred me to a supervisor, who after about 25 minutes, said they would get back to me in 24 hours, too long to wait for a less than 48 hour away flight, cannot change online, only cs can, but you cannot get a hold of them, only cs can help with refunds 2, she gave me cs number of another company.

  

  Business response

  10/12/2021

  Hi,

  Thank you for reporting this. So that we could assist you with your request, kindly send us your Oojo confirmation number and the ticket number.

  Customer response

  10/13/2021

  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

  09/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted an air ticket booking on their website sunday night. After two emails to the customer service i received a call requesting i send them the picture of the credit card and my drivers license. I did that as well. Later on they said the charges were declined so i asked my bank and they said they did not receive any charges from that vendor. On Tuesday they asked i resubmit the booking using another card and requested i send then picture of the credit card as well. After doing that they stopped responding. I called then five times and emailed 4 times but no response. It seems really shady website. I have canceled my credit cards that i provided then but am worried about my personal information that they have. I would like them to delete all my information and respond with an apology. They wasted two days of my time where i could have booked the tickets elsewhere. Now i have to pay an extra $1000 elsewhere to book same tickets.

  

  Business response

  10/08/2021

  Esteemed Bureau and Customer,

  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.
  
  Please note that we use a dynamic photo verification as fraud prevention.

  When they are chosen by the system for this verification, they are required to provide a photo which includes :

  1. the face of the customer

  2. an ID 

  3 the front part of the CC that they are using with some of the numbers covered (front 6, front 8 or other numbers and positions to make sure that this photo is taken at the time it was requested and not an old photo of the card or a photo taken from online)

  All of this is required to keep our customers safe and avoid fraud.

   

  2 of the customer's charges did not go through due to bank issues and we are sorry that they had to use other services than ours.

   

  Deletion of all personal records has been requested as per customer's request.

  
  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

  09/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is the worse travel agency ever, unprofessional, disorganized and don't care about their customer's time. My trip with them was a disappointment by all means. I booked a flight from ******* to Cairo on September 1st and the return was supposed to be on September 25th. I bought **** care , which is a ******************* that cost ***** USD , with this OOJO care Processing fees waived for all passengers unable to take their trip for any reason. I wanted to reschedule my flight back to ******* , I tried to contact **** customer service but as usual no answer I even asked couple of my friends in the ** to try to call, they just put them on a hold and then they direct them to voicemail. Finally, they contacted one of my friends and told him that I need to pay extra 250$ processing fees in order for them to reschedule my flight back to ******* even though, according to their travel care that I bought processing fees are waived if the flight was canceled 24 h in advance.

  

  Business response

  10/11/2021

  Dear Bureau,

  We thank the customer for the provided feedback. 

  We bring sincere apologies for the misunderstanding and most probably, miscommunication between the agent and the customer.  Indeed the ******************* will waive the Processing Fee and if there is any price difference applicable for the new dates, customer will be charged with it, otherwise, the exchange will be processed free of charge. Therefore, we kindly ask the customer to write us at specialservices@****************** in order to check on his request and to make sure that this matter is resolved.  Once we receive the information, we will take care of it accordingly and the customer will be provided with the best possible flight as per his inquiry. 

  Let us know if there will be anything else needed from our side and we will take care of it accordingly. 

   

  Thank you. 

  Customer response

  10/12/2021

   
  Complaint: 15913961
  
  I am rejecting this response because:
  I dont think the trouble I had with this company was a communication issue. This company advertised their travel care as solution of sudden change in travel plans without costing the customer extra fees, this is never happened. For this reason I am considering myself to be subjected to fraud by Oojo.com. in addition  I found that the company repeated the same issue with other customers ( according to the company reviews I was reading). Oojo.com unprofessional attitude had cost me to Lose the domistic flight ticket I booked from cairo to ******* (200$), the **** money to ***** which was 300$ for me and my family. In addition to the travel care fees which was 79$. I am demanding the company to reimburse me for the money I lost , immediately stop advertising their fake travel plan or I will *** them for internet fraud ! 
  

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

  

  Business response

  10/19/2021

  Dear Bureau,

  Please be informed that customer was provided with a partial monetary refund because of this case, therefore, this case is considered as closed.  If there is anything else needed from our side, we ask ********** to contact us and to advise accordingly. 

  Thank you. 

  Customer response

  10/20/2021

   
  Complaint: 15913961
  
  I am rejecting this response because: *********** representative had contacted me and offered 300$ monetary compensation to be directly refunded to my bank account, He promised to send me a follow up email to finalize this issue. However, until this moment I didn't receive anything from their end. In addition to that the company didn't refund me with OOJO care money ( their fraud insurance plan) which was 79$.
  
  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. ↩