ComplaintsforOojo.com

• Initial Complaint

  07/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a reservation for my family with them since *** and I was pregnant by this time. After I gave birth in the beginning of July I contacted them to add my infant to my booking and since then they couldnt until this moment and Im traveling in 5 days and they didnt add the baby yet. They cant do anything and this is an indication for a big failure since this is an easy matter and I did it before many times with various agencies and various airlines .3 weeks to add an infant and no news.The last thing they told me to go to the airport for 6 hours earlier to be able to add her on the counter before the flight while the airlines told me they have no access to the reservation and they cant do any help regarding this!

  

  Business response

  07/29/2024

  Esteemed Bureau,
  
  We're glad to address this concern with a resolution and possibility to add the infant to the reservation;
  In order to add the Infant to the itinerary, an upgrade must be processed for one Adult accompanying the infant and then the infant is added at 10% of the ticket cost; The cheapest available offer of this procedure has been offered to Mrs. ***** however the offer was refused due to a seemingly high price.
  
  Unfortunately, we do not have the option to lower the price of this process as there are no infant fares available with the initially sold ticket; Fare availability is subject to current market availability, the reservation was intended for 5 passengers as booked initially and there is no guarantee that an infant can be added after the booking procedure is finalized.
  
  The passenger should have the ability to add the infant passenger directly with the Airline at the Airport as they have ticketing stations dedicated to issuing new tickets, including infant tickets without having to upgrade the ticket.
  
  Warm regards,
  Thank you

  Customer response

  07/29/2024

   
  Complaint: 22054838
  
  I am rejecting this response because:
  Adding an infant is a normal procedures with any airlines or agency and I did it before with my other kids . The fare always not more than 200$ to do so and since the baby is on lap it has nothing to do with upgrading the ticket. Oojo suggested that I have to pay 1500$ to upgrade my ticket to be able to add the infant which isnt reasonable. And for adding the infant at the airport, I called the airlines customer service and no one could confirm that it will be available there. I contacted **** for almost one month on a daily basis since I gave birth and they confirmed that they will solve the issue and I trusted them and now- 36 hours before the flight- they told me they cant do it and I have to pay 1500$ to add the infant. They have to bear the additional cost because this is their fault. They even were not honest from the beginning and tell me they cant do it, if they did so I would have time to solve it on my own. Now Im out of time and either to pay 1500 bucks to travel with my husband and other kids or I gonna lose the whole reservation!
  Sincerely,
  
  ***********************

  

  Business response

  07/31/2024

  Esteemed Bureau,
  
  *** infant can be added onto the reservation against a cost of approximately ~$1500. It is possible to add the infant to the booking, however the price is not suitable for the passenger. Whilst we wish there was a different alternative, we cannot offer a paid service free of cost since this amount must be covered regardless of the current situation.
  
  We wish to clarify that adding the infant is most definitely possible, however there's a cost for this service and the higher than expected cost is related to infant tickets being available only on certain fare types. To access those fare types an upgrade must be processed and only then the infant can be added.
  
  *** reservation is scheduled for departure as initially agreed on the 1-st of August; *** tickets are fully operational however were not intended for 6 passengers rather than 5. In order to add an additional passenger, albeit on lap, a ticket number must be issued in economy T class which is higher than the base ticket sold.
  
  Thank you,
  Warm regards

• Initial Complaint

  07/25/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Company sold a trip as a travel agent. OOJO canceled the trip due to war in the area of travel. Offered additional trip which was accepted. Paid the cost plus increase in fare. Just before the trip they charged an additional $5,176. When we questioned it we did not get an answer. Calls were hung up, emails were ignored. Now they say the tickets time frame expired we were notified that the tickets were no longer valid and a refund would not be issued. In a back and forth over email, they suggested i put in a claim with the airline who by the way already refunded the tickets in full with no fees. All we asked for was a refund minus the $200 OOJO fee as agreed on. No fees from airline as they refunded OOJO in full. Ticket numbers are in the evidence.

  

  Business response

  08/01/2024

  Esteemed Bureau,
  
  Greetings!
  
  Thank you for bringing this issue to our attention.
  
  We have reviewed the records related to the customers complaint and found that involuntary schedule changes occurred with their reservation. The passengers accepted the alternative option offered by the airline, and their tickets were successfully reissued.
  
  However, the passengers were unable to travel, and their seats were subsequently canceled. The agent assisting the customer informed them that the refund for the tickets needed to be processed before the original flights scheduled departure. Unfortunately, this condition was not met by the customer. After the original flights scheduled departure, the tickets became non-refundable. The only available option was the exchange, which needed to be processed and the new trip completed before the ticket's expiration date of 06/09/2024.
  
  It is important to note that all airline tickets are valid for one year from the issuance date. In this case, the tickets were issued on 06/09/2023 and were valid until 06/09/2024. As the tickets have now expired, they no longer hold value.
  
  Thank you

  Best regards

   

  
  Best regards

  Customer response

  08/04/2024

   
  Complaint: 22045572
  
  I am rejecting this response because: when we requested to schedule a new trip we agreed on one. At time of booking the company added  additional charges $5,176.00 of airline fees and fare differences the airline fees or $2,950 should not be included as the airline for the previous trip refunded OOJO in full with no penalties. When i questioned OOJO about these fees i got no response. At no time did we decline the trip, only the additional fees. We received no response until after the original expiration date passed. As shown previously, we were told we had until September 9 to use the tickets therefore that was to be the expiration date. I called and emailed repeatedly and finally for a response after reporting to the BBB. I was told they found the error and needed 72 hours to investigate. After the 72 hours i got another email asking for more time to investigate. Immediately after i was notified by BBB of OOJO response. They are playing a game to not have to refund us our money minus the cancellation fee and appease the BBB. In fact they said its the airlines rule that the tickets are valid for 1year. I contacted the Emirates airline and they verified that the tickets were refunded in full. When i questioned OOJO they told me yes it was refunded but since the 1 year passed i need to put in a refund claim with the airlines. So OOJO got all my money back and now they want me to get the airline to refund me also which doesnt make sense, the airline is not gonna refund twice the refund. 
  
  Sincerely,
  
  ***************************

  

  Business response

  08/10/2024

  Dear Bureau,

  Greetings!

  We would like to clarify that the previous booking was not refunded. When an exchange is processed, the original booking is only canceled, and its value is transferred to the new exchanged tickets. The airline requires the fare difference and exchange penalty to be paid at the time of the exchange. The total price of the exchanged ticket is made up of the amount previously paid for the original ticket plus the fare difference.

  It is important to note that the customer did not proceed with any exchange and, therefore, did not incur any additional costs.

  Furthermore, the customer was informed of the refund policy, which states that if cancellation is requested after departure, the ticket becomes non-refundable. If cancellation is requested before departure, a cancellation fee of $100, a $200 OOJO processing fee, and non-refundable taxes and surcharges will be deducted. In this particular case, the original departure date was March 12, 2024, and the passenger requested a refund on June 8, 2024after the original departure date. As a result, the tickets are no longer valid for a refund.

  Additionally, the tickets were purchased through ***************** not Emirates.

  Thank you,
  Best regards

  Customer response

  08/12/2024

   
  Complaint: 22045572
  
  I am rejecting this response because: You are correct on the airline. I put the incorrect airline name however they did state the tickets were refunded and i now have that recorded. That went to OOJO, who in turn put that towards a new trip which they state. They did also send us the fare difference and fees as they say. We were all ready to go but had questions on why they cost was over a thousand dollars more than the airline was charging on their own website. Thats where we didnt get answers and we are not accustomed to not knowing what we are paying for. We asked for an itemized statement showing what we were being billed for. They already got thousands from us and we wanted to know why they wanted another $5,176.00. They sent us a statement showing what we already paid and refused to send an itemized statement of the new charges. Even paying 10k for airfare from the ** to ****** today is ridiculous. Since filing this complaint the company has asked 2 times for some time to investigate and since has cut off all communication. I tried calling the customer service and we keep getting disconnected. Since OOJO refused to give us an itemized statement of the new charges we have simply asked for a refund minus the stated fees per ticket and go our separate ways. Clearly they have no intention of that. 
  
  Sincerely,
  
  ***************************

  

  Business response

  08/16/2024

  
  Esteemed Bureau,
  
  Greetings!
  
  We kindly request that the customer provide any proof that the airline representative confirmed the full refund for his tickets had been processed.
  
  Alternatively, we are happy to arrange a conference call involving our agency representative, the customer, and the airline representative to discuss the matter and ensure clarity regarding the refund. Our financial team has reviewed the case, and there is no record of any refund received for the customer's booking on our end.
  
  Regarding the fare difference, it was based on the prices available in our system. The prices on the airlines website may differ from our system, and we have no control over such fluctuations.
  
  We would also like to clarify that the fare difference and exchange penalty, when applied, are charged to the customer and then transferred to the airline. Since the customer did not proceed with the exchange, no amount was charged for the exchange process. As an intermediary, our agency did not collect any funds for the exchange, and any such payments would have gone directly to the airline.
  
  Additionally, our agency adheres strictly to the airline's rules, which stipulate that refunds must be requested before the original scheduled flight. Unfortunately, the customer did not request a refund before the flight's departure, despite being informed of this condition. Once the flight departs, the ticket automatically becomes non-refundable, and we are unable to override the airline's policies. Turkish Airlines, in particular, has very strict rules regarding refunds and does not offer waivers even for medical circumstances.
  
  Thank you for your understanding.
  Best regards

  Customer response

  08/23/2024

  In the last message OOJO asked for a copy of the recording  from the airline stating the tickets were refunded. I have been trying to upload this but the file size is too large. This complaint is not resolved. I welcome OOJO to contact the airline with the ticket numbers and get the information requested just like i did. I find it incomprehensible that a company that size cant use their resources to pick up a recorded line and call. They have no intention of refunding. I will be using my resources to inform the public of their practices. Perhaps legal action is warranted. 

  

  Business response

  08/29/2024

  Esteemed Bureau,

  Greetings!

  We are available to schedule a conference call with the customer, the airline, and our representative to determine if a refund has been processed for this booking from their side.

  Please note that we have not received any refund for this booking. However, we can explore alternative options for the customer, such as a possible exchange. The customer will be responsible for the exchange penalties and fare differences.
  If this option is suitable for the customer, we can proceed with verifying the possibility with the airline.

  Thank you.
  Best regards,

  Customer response

  08/29/2024

   
  Complaint: 22045572
  
  I am rejecting this response because: as relayed to the company they may inquire as to exchange and in good faith *** attempt to compress the file audio to get it to upload

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

  

  Business response

  09/12/2024

  Dear Bureau,

  Good day!

  We have inquired with the airline regarding the exchange and have been advised that the ticket validity is 12 months from the original date of issue (June 10, 2023). Since the change made on September 9 was an involuntary change with no additional collection, the tickets in question are no longer valid for exchange.

  To resolve this matter, we have offered the customer the refund of USD $1,408.25 via wire transfer. We are currently collecting all the necessary information from the customer to process this refund. Once the process is complete, we will inform the customer accordingly.

  Thank you for your attention to this matter.

  Best regards.

  Customer response

  09/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution iwill be satisfactory to me. However please note while the partial refund is $1408.25 they neglected to mention that i have to pay the transfer fees from the refund so that amount is not actually the refund. Regardless we believe this is the only way to get any of our money back. The money has not been returned as of yet so please dont close the case until the transaction is complete. I will email the moderator when everything is completed. 
  

  i also want to note, although a mute point now, OOJO maintains their accounting department did not receive the airline refund however when i called **************** they still claim they issued a full refund. That means there is almost 4k floating around somewhere. May the odds be in your favor. 
  

  again thank you for your 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear ***/*****,I am writing to formally lodge a complaint against www.Oojo.com, a company that has caused me significant financial and emotional distress due to their misleading practices and poor customer service.On 29.6.2024, I booked a flight through ******************************* from ******* to ******, with a layover in the ***. It was not made clear to me that I would need a transit **** for the ***. The following day, a sales agent contacted me, offering a shorter layover for an additional fee. Upon discovering that I could not travel through the *** due to **** requirements, I requested a change of ticket on the same day, 29.6.2024.The sales agent initially agreed to change my route through Air Canada but then I found out I would face the same transit **** issue. I identified an alternative route through ***** on Oojo.coms website, which Vinod confirmed was available, albeit at an additional cost of 800 CAD (to cover penalties and the new ticket price) total will be ******* + 800 = ******* CAD. He assured me that I would receive a call from customer service within half an hour to confirm the change. No call came, and when I followed up with the sales agent, he informed me the ticket price had increased to 1200 CAD. Despite my agreement to this new price, I waited for four hours with no response. **************** later insisted I requested to cancel my flight and pushed for a cancellation instead of changing the airlines, even though the trip through ***** was still available on their website.After days of back-and-forth and denial of facts by customer service, I was finally told that changing my flight would cost 60% of the ticket amount plus the cost of new tickets. They forced me to sign a form for a refund process that implied I had to accept a refund amount of 1731 CAD, much lower than my initial expenditure In total, instead of incurring a cost of ******** USD (ticket and penalty), I was charged ******** USD (new ticket cost after discount).This experience has resulted in a significant financial loss and wasted three days of my vacation and put me under pressure and still attempting to resolve the issue. I feel deceived by Oojo.coms CS practices and am seeking your assistance in filing a formal complaint and taking appropriate action against them Oojo.com is using your name and logo on their websites and emails which make customers to trust them,Accordingly, I kindly ask you to restore my financial and moral rights loss I have been subjected to, and also to protect the clients who trust your name.I trust that you will investigate this matter thoroughly.Thank you for your attention to this matter. I look forward to your prompt response and so I can provide you will all the data and details needed.Sincerely,*********************

  

  Business response

  07/24/2024

  Esteemed Bureau, 

  We would like to update you on the investigation into the case.
  Upon reviewing the details, we found that the Customer requested an exchange for a different airline. Unfortunately, this request could not be fulfilled due to the airlines policies. Our *************************** explored available options, but with ************** the only alternatives involved layovers in the **, which the Customer indicated were not suitable.
  As a result, a refund was offered to be converted into a voucher for future use. This option was provided to facilitate the Customers next purchase with us. However, it appears that the Customer did not agree with the available options due to the fare differences, which are determined by the airline and are beyond our control.
  Please note that the voucher was subsequently refunded to the Customers original payment method. Based on this information, we regret to inform the Customer that we are unable to provide the additional compensation requested. The Customer authorized the refund and the new purchase independently, and the newly purchased reservation was successfully used.

  Thank you! 

  Customer response

  07/26/2024

   
  Complaint: 22025097
  
  I am rejecting this response because:

  they create their on statement and try to believe it 
  

  in short, the reality is
  the sales agent "Vinod" did a great work by finding together an alternative flight with an extra fees, after I agreed this fees got escalated, then **************** came with a new statement to cost me more, at last the **************** offered me vouchers to use in my next flight on their website. when I tried to book my new ticket through oojo.com I discovered that the vouchers will  not work unless I book the ticket through the ************* (no one announce this when they offered the vouchers).
  For the new ticket which appears on my screen, and to use the vouchers I have, the Phone Sales agent adding 600$ more on the price which is already on my screen, and I must do the booking through him.
  I called again and reach another Phone sales agent (Hitsuya)he confirmed "more than once" with his supervisor and with me that I can buy the ticket and they will transfer to me all the vouchers to my account (specially that I find the same ticket cheaper and most important that it's on Oojo.com"
  
  at last they transferred to me only one voucher out of three
  
  I noticed that CS just scamming me to **** more money as much as they can, force me to sign false statement to get vouchers and makes me feel that I got a reward, even though I'm following their sales agents instructions.
  
  I've requested severally to provide me with the full records with the sales agents "Vinod" and *******" but they keep ignoring my request and send me only the **************** call records.
  
  for what I suffered with them, and wasted 3 full days of my vacation with my family and ruin our plan to have a nice time and getting me tempered and stressed and waste all this time I should have all this trip for free (full refund to my account, not vouchers).
  
  And here is more details :
  A sales agent from oojo.com called me after I made my booking to offer me some service from him company, then we (me and the Oojo.com's sales agent "Vinod") found an issue with my flight (that I need a transit **** to layover in ***, and I don't have that ***** and there was no notice or anything on Oojo.com about this matter.
  
  on the same day July 29, we (me and Vinod) searched for a suitable flight and at last found one through Airita, and he offered to "change" not to "cancel" my current ticket and I have to pay 800 CAD extra (total will be ******* + 800= ******** CAD)
  - I agreed
  he asked me to wait for the **************** call within half an hour to send me the link and change the ticket - (as a sales agent,surely he knows the difference between the change and cancel the tickets)
  - no one called me
  I called him back, he apologized for their not call and explained to me that it happened because ************** (the second carrier of my flight with Airita) has increased their price and now I have to pay ***** CAD  Extra instead of the 800 CAD
  - I agreed again
  he sent me a link to the email by the amount to pay it, but the link doesn't work
  - I called him again
  he sent another link by the same amount and asked me to wait for the **************** call first before I pay so they will do the procedure on their system
  - I waited for 4 hours no one called me
  - I tried to use the link, but it expired
  - I tried to reach him again by phone or whatsapp but he didn't reply on any
  
  *Till that moment, I shouldn't pay anything more than 800CAD + the original ticket price as he advised me, but because of the **************** neglect and kept it pending till the price increased to be ***** then pending again*
  
  when ***** didn't answer my calls or messages, I called **************** and they denied all the above and created a new statement which is "passenger is not able to travel as scheduled" here the story began and all their talking is that I want to cancel my ticket (unless one of them said that they had to cancel my ticket" I catch the word and I told her "exactly" she hang up the call.
  
  then they sent me an email for the same "That I want to cancel my ticket"
  after many calls with **************** "and they all try to force me to say that I want to cancel my ticket" I asked them what will be the fees to cancel so they sent me another email describe the amounts I will lose, I didn't accept this all because I shouldn't lose that huge amount of my tickets specially that I request the change is in less than 24h of purchasing the ticket, and still have more than 48 hours for my flight.
  
  the story goes on with the customer service like I talk to gangsters,every call they try to deduct more money until I talked to the supervisor *****, then I signed the form "which I not accept" just to get any money from what I paid. within few hours I got 2 vouchers and then the Third voucher as she promised.
  the vouchers are valid only for 1 year and on oojo.com
  I searched for the ticket I want and I found the same one which I was try to get with Vinod, I filled the data and reached the payment page, I tried to use the vouchers but there is no place on the website to use it, so I called oojo and they told me that "I only can use the voucher when I book through *************" so I agreed, and gave him all the flight details and he offer me the same flight which I already have in front of me on the screen but with 500$ or 600$ more !!!
  I clarified for him that the same ticket is already in front of me right now on the laptop by less price and at last one of them told me that's the price we have because it's our fees.
  I called CS and complaint about this, and how come you take from me such an amount and you not give me other option to the vouchers, then I start to hear :
  - sorry the flight price has increased, so I refresh my web page and I found out the they lie
  - sorry there is only 2 seats while you need 3, I refresh the page and found another lie
  - sorry the flight is sold out, again and again I refresh the page and found that they lie
  more and more call after call to reach someone who can listen and help until I reached a sales agent called *******, he confirmed with his supervisor that since I will buy the ticket from oojo and I have a cheaper price than him, then no problem to buy the ticket by myself, provide them with the *** number and the vouchers number and they will transfer the vouchers to my account.
  while I'm talking to Hitsuya, I kept sending emails to the customer service informing them of what he told me and what I'm doing and what I'm going to do but they never answer any of my emails
  
  after I bought it I keep call them to follow up and asking to get an email of what they promised, but again the **************** create a new statement that they can't transfer to me the vouchers at all, and they can transfer to me only 2 vouchers, and at last they can transfer to me only one.
  
  so I can't deny that they have a good sales agents that follow up with their agents, offer services, and help find solutions, even the one who give me a higher price I give him excuse because surely he just do his job by telling the customer of what he have. BUT the customers service is just scammers and BTW that's what is written about Oojo in the comments and on many websites but they talk about the Oojo overall not specifically customer services.
  I have proofs of what I talk about, they have call records which they keep refuse to share with me and I will procced fighting for my rights until I get it all from those scammers, it's almost a month and I will not stop
  I'm feel sorry for the sales agents that they may face troubles or got fired because they doing good in such scamming company
  Sincerely,
  
  *********************

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I travel to *****, ****** using OOJO as my travel agent. I purchased baggage protect as listed in an email below. My lagged was lost for 7 days and OOJO refuses to honor the insurance claim. I filed a report at the Athens airport reporting the luggage lost at the time of the loss. Proof of insurance protection email sent by OOJO Dear Customer,Thank you for choosing to protect your trip!Please see below details of Lost Baggage Protection and a few important reminders:The Record Locator for your Reservation is: LG3KC0 Your Lost Baggage Protection confirmation number is ******* for the following passenger(s):**********/********************* *********: File lost baggage claim The total for your Lost Baggage Protection is: $ ***** per passenger.Kindly file a baggage claim only after your flight has arrived and your baggage is missing.In the event of lost or delayed baggage 1. File a mishandled baggage report with the airline at the baggage claim area. You will need your luggage tag number and flight information. This is to ensure that the airline is aware of the missing bags and can issue you a tracking reference number. Some airlines may require you to file the report on their website.2. Once you have the tracking reference number, please kindly click here to fill out this claims form. Once the form is submitted, we will promptly review the claims form and initiate the baggage tracking process. For further questions or inquiries, you can contact us by either calling *************** or sending an email to ****************************************** 3. The 96 hours start when you submit the finished OOJO Lost Baggage Protection claim form. We will work with the airline to get the bags to you as fast as possible.4. If you still haven't reunited with your missing bags by the end of the 96 hours, we will issue you the satisfaction guarantee compensation.*************** ******************************************

  

  Business response

  07/22/2024

  Esteemed Bureau,
  
  We have looked through the issue.
  We are working with ************************ and have started an internal investigation in order to reach an appropriate conclusion that would fit our Customer. 
  We thank you for bringing this complaint to our attention.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a flight on Royal Air Maroc through Oojo. My round trip travel consisted of 4 flights: 2 there and 2 back. I had issues throughout my entire trip which is the airlines fault (not Oojo of course):-flight there was short staffed during check in which created a massive delay of 3 hours. -because of said delay, i missed my connection and had to purchase a new flight as the one they automatically booked me on did not work for my schedule -my return connection was completely cancelled -my return to my final destination was scheduled on time but in order for me to make it to my connecting airport i had to purchase a new ticket. I spoke with Oojo via email and I have it in writing that they said not to cancel my flight since I intend on taking the final connection still and go ahead and travel to the connecting airport. When I arrived 6 hours prior to departure, Royal Air Maroc checked me in and gave me my boarding pass. When i went to board, they denied me and said I was cancelled because since the connection was cancelled and therefore they couldnt let me on the flight. This was policy or something--which was news to me. Oojo is at fault for not telling me that. Royal Air Maroc is also at fault for giving me a boarding pass. This resulted in a massive 24 hour delay and more purchased flights. All in all, I spent an additional $600 on new flights throughout my travel ordeal. While I have been in communication with Oojo and they have actually been very kind, it has been 2 weeks since my travel and there has been zero answers or resolution from them.The new ruling from DOT(*********************************************************************************************************************************) clearly states I am due a refund within 7 days of which my attorney also agrees. They are in fact not sticking to the law. I understand Royal Air is at fault and they likely want to get the refund from them first, but as their client that's not my problem.

  

  Business response

  07/22/2024

  Dear BBB,

  Currently, we are working towards calculation of the final refundable amount. Customer used 2 out of the 4 segments of the reservation there calculation per each segment is required by the airline.

  Customer is being updated via email.

  Thank you

  Customer response

  07/22/2024

   
  Complaint: 22009398
  
  I am rejecting this response because: This is incorrect information. I was only able to use 1 of my flights successfully. The second one I missed, the third they cancelled and the fourth they seemingly made a mistake in providing me with a boarding pass and then cancelling my ticket resulting in me not being able to board my flight. I had to take a different flight 6 hours later to a different city and buy a new flight home. Therefore, there needs to be compensation for the fourth as well. I made it home 24 hours later than originally scheduled. I also believe I am entitled to compensation from the first flight since it took off 3 hours and 24 minutes later than scheduled due to staffing issues.
  
  Sincerely,
  
  *****************************

  

  Business response

  07/23/2024

  Dear BBB,

  Currently, refund is not possible as there is no confirmation of the refundable amount from the airline. Travel agency is a third billing party, all of the refunds should be approved by the airline.

  Customer is updated regarding the refund request progress on constant manner.

  Thank you

  Customer response

  07/26/2024

   
  Complaint: 22009398
  
  I am rejecting this response because: The complaint continues to be unresolved and is in breach of the law via **** of ************** Ruling Docket No. DOT-OST-2022-0089 and DOT-OST-2016-0208 clearly stating refunds are due within 7 days of cancellation and we are 21 days out. I will be proceeding with filing a complaint with US DOT. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked flights through Oojo for travel beginning on July 12, 2024. In June, I contacted Oojo to ensure my dietary requirements were marked for the meals on my flights. The representative ensured they were. An Oojo representative called me on July 9, 2024 to confirm details and answer my questions. They confirmed the date previous agent did not update my dietary needs and this agent assured me they did. They in fact did not and the airline had no record of my dietary needs. Oojo booked me to disembark a flight to take a different one despite the flight I was originally on was heading to my final destination. They also booked me for layovers at 15 hours and 21 hours at length with no compensation for a hotel or food. I emailed them on July 15, 2024 with a lengthy list of concerns regarding my travel. I received a response that summed up my concerns as not being about to travel as scheduled and they went as far as to itemize a refund invoice that amount to $0. They did not care to read my concerns or even address them directly. They are an extreme risk to passenger allergies and religious lifestyles.

  

  Business response

  08/05/2024

  
  Esteemed Bureau,
  Thank you for reaching out to us! We have thoroughly reviewed the correspondence with our *************************** regarding the Customer's recent request. Our records indicate that when the Customer initially requested a refund for their reservation, our **************** agents provided them with the only available option at that timea tax refund. Please understand that when a refund is requested for a reservation, it automatically results in the cancellation of the ticket. Unfortunately, it is not possible to receive a refund and retain the ticket for future use.
  As previously explained by my colleagues, the Refund Form showed a $0 balance because there were no penalties imposed by the airline for processing the refund.
  Additionally, we would like to inform you that the special meals requested by the Customer were assigned and confirmed by the airline for their reservation. If these meals were not provided during the flight, please note that this matter falls under the airline's control, and we, as the booking agent, are unable to intervene in such circumstances.
  Upon further review, we confirm that the reservation was fully utilized by all passengers. As a result, we regret to inform you that no further refund or compensation can be offered at this time.

  Thank you! 
  
  

• Initial Complaint

  07/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 12th 2024 I've purchased flight ticket for me and family through "oojo" (an internet flight tickets agent), from ******* to ********* was supposed to be a 2 weeks stay an coming back on August 6th (just before school starts).The flight was planned to depart on July 21st 2024.Around late June, oojo sent me an email to confirm changes to the flight.Reviewing the email it seemed an update in flight time, which we are all accustomed to.I've confirmed the change in time.What I've discovered, a few days later, is that they simply changed my flight to ****** to a week later, that is to July 31st.They simply tricked me in that email, and I guess they did it for the money gained for them from switching my flight to a code share with Delta and getting a cheaper ticket for them.My trip was planned months ahead, with various reservations overseas.More importantly, we have relocated to the *** 1 year age, and this was the very anticipated home leave travel for my family, not to mention the high cost of the tickets.I'm 53 years old, and travelled a lot for business and pleasure, and I never have encountered with a travel agency making such a deceptive change in flights.I have been in touch with them and asking them for 2 weeks to change back to the original flight date, but for now I'm getting only a laconic customer service answer that they have requested it and are waiting for an answer.I was wandering if I can get your help on this

  

  Business response

  07/22/2024

  Esteemed Bureau, 

  Upon checking, we confirm that your reservation has been reissued to July 20th with the airline's approval. We consider this case resolved from our end. 

  Wishing you a safe and pleasant flight!

  
  

• Initial Complaint

  07/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Greetings,I have had a horrible experience with OOJO website in early June of 2024.After spending nearly $20,000 on 3 First Class & 2 Economy tickets that are more than a month away I was told that I could not cancel my tickets which was due to a family emergency.Flights are almost 2 months away and I was told that tickets can not be cancelled, changed for credit or partial refund almost 10 days after booking.If this is not theft I do not know what is, I tried to call them but they refused to cancel, refund, change. they basically want to take the 20 grand and absolutely refuse to do anything about it.Avoid this website and book with the airline itself. I tried to call airline for a solution and they said because it was booked through a third party they can not do anything about it.

  

  Business response

  07/15/2024

  Dear Esteemed Bureau,
  
  We would like to inform you that we have contacted the customer and provided assistance with her request. 
  She was informed of the airline's policies, which state that the tickets are non-refundable; 
  however, exchanges are permitted, and we are ready to assist her with this option.
  
  Its important to note that these policies were clearly outlined in the online authorization form submitted by the 
  client at the time of booking, ensuring that all passengers were aware of the exchange and refund policy from the outset.
  
  We are currently working with the customer and are awaiting her decision regarding the exchange option.
  
  Kind regards.

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased tickets to ***** through OOJO, which included flights from *** to **** and from **** to ****, *****, with a return trip on the same route. During the trip, I decided to change my plans and departed early from **** to ****, purchasing additional tickets directly from ITA Airlines for this segment.Upon arriving at *********** for the second leg of my booked flights, I was informed by the airline that my entire ticket was void because I did not use the original **** to **** flight as originally scheduled. Despite contacting customer service for assistance, I encountered unhelpful responses, including being disconnected twice without explanation or resolution. Consequently, I had to purchase a one-way ticket back to *** at the cost of a round-trip fare.It is important for customers to be aware that ********************** sells tickets with undisclosed restrictions. Had I known about these conditions, I would not have chosen to purchase tickets through them.

  

  Business response

  07/08/2024

  Esteemed Bureau,
  
  It's really important to understand airline ticket rules before you travel, especially if there's a chance your plans might change. Some restrictions can cause issues if the passengers are not aware of them.
  
  In the airline industry, it's standard that tickets must be used in the order they were booked. It is not possible to skip a leg of your flight and use the rest unless you have written approval from the airline, which is called a waiver. If you miss a flight, it's marked as a no-show, and the ticket loses its value.
  
  Once you book a flight, it's fully the passenger's responsibility to stick to the schedule and take all the flights in order. The airline is responsible for making sure the flights leave on time without major disruptions.
  Since Oojo did not disrupt the flights and the flights have operated as scheduled, we are not able to provide a refund on this reservation. Changes are no longer possible, since the flight was set as a no-show unfortunately.
  
  The best course of action in such an instance would of been to contact our Customer Support prior to making the decision and booking the passengers to skip a leg of the flight.
  
  Thank you,
  Warm regards
  

  Customer response

  07/09/2024

   
  Complaint: 21950061
  
  I am rejecting this response because:
  As stated in my previous correspondence, I contacted your office on July 3 via email & July 5 on the phone. During these calls, I received no explanation regarding my inquiry, and the calls were disconnected twice. I notified both the airline and your office of my decision not to take the scheduled flight. At no point was I informed that my ticket would be voided if I did not take the first segment of the journey.
  
  Despite being informed several times that nothing can be done for me, I have yet to receive a satisfactory explanation as to why I was not informed of this policy. If this policy is standard practice within the airline industry, I request detailed information on where, when, and how this policy is disclosed to customers.
  
  Sincerely,
  
  ***************************

  

  Business response

  07/10/2024

  Esteemed Bureau,
  
  The passengers were aware that two tickets for a flight with their names was registered and ready to depart on the 5-th of July but voluntarily chose not to show up for the flight or even cancel it beforehand. These types of situations cause inconveniences for the Airline who are expecting these passengers on board, sometimes delaying the flight whilst calling the passenger's names airport wide.
  
  On the 3-rd of July, the customer notified us that they changed their ticket with the Airline directly, which would mean that the ticket no longer required action from our end considering it was already changed with the carrier directly;
  Our Agents cannot cancel or change a booking without the passenger or Credit Card holder explicitly stating "I want to cancel/change this booking". Without explicit instructions, our agents cannot make decisions on behalf of the passenger or accurately interpret the passenger's intentions.

  Customer response

  07/10/2024

   
  Complaint: 21950061

  
  I am rejecting this response for the following reasons:
  
  1. The agency had at least two opportunities to inform me of the policy but failed to do so. Claiming that the policy is in the fine print is an insufficient excuse.
  2. The agency should advise and advocate for their clients, rather than terminating calls when a client seeks resolution of an issue.
  3. The agency's stance that it is solely the customer's responsibility to manage everything without any assistance from the agency is unacceptable. Providing a service means being available to address issues when they arise.
  4. If the agency is incapable of adequately supporting its customers, it should not be operating in a customer service-based industry.
  

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

  

  Business response

  07/11/2024

  Esteemed ************************* does not bear the responsibility to disclose the countless scenarios that are possible during travel since they are not applicable to each individual travel. Please note that Ms. ******* first booked a new flight with the Airline and then contacted us afterwards to see what could be done. The end result being that the ticket loses value once not used as scheduled. The correct course of action would of been to make changes to the original booking rather than buying a new ticket. All necessary information for such scenarios are publicly available and are also available on our website as well as on the passenger's e-ticket;
  
  The concept of a No-Show on flights that are not utilized as originally scheduled is an industry wide standard and was disclosed within the e-ticket, our website, and can be found commonly on the web if researched. 
  Given that the passenger had all the necessary resources to avoid this situation, we are unable to abide by their refund request.
  
  Thank you,
  Warm regards

  Customer response

  07/11/2024

   
  Complaint: 21950061
  
  I am rejecting this response because:

  There will be no fair resolution with this company in this complaint through the BBB. They ***************** behind their fine print to cover up the fact that they failed one of their customers. Whats more important here is the lack of ethics that this company displays in their customer service and in their policies.  Its evident in our correspondence.  I no longer want to interact with his company through the BBB  I will pursue his matter legally

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

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been dealing with this for over one year! I was told that my issue has been resolved with emory healthcare but it wasnt. I was then again charged $45.52 for god knows what!!! I have mentioned I didnt even know the doctor that was on file and mentioned this is a full on scam that emory healthcare is running. i refuse to me a patient or emory healthcare as they LIE to their patients!!! they want to take as much as they can to fill their pockets!! what a shame i am beyond disappointed in this facility shame on them. Please remove this charge immediately thank you

  

  Business response

  07/07/2024

  Esteemed Bureau, 

  Please be informed that we are Oojo, a travel agency, and have no affiliation with Emory Healthcare or any medical facility. The concerns raised in the Client's review pertain entirely to Emory Healthcare, and we are not involved in this matter.
  
  Kindly direct any further inquiries or actions to the appropriate party. Thank you for your understanding.

   

  Customer response

  07/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  How can i file for emory healthcare i didnt want to do travel services company so *****
  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. ↩