Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,I had a double booking for a flight booked on oojo.com and called them to cancel it. I had requested cancellation of 1 but they canceled both and said both would be refunded when I spoke with them. As of now they have refunded only 1 ticket while other still pending which is why I have filed this case. Note that I had booked the same journey again with another travel agent, I can attach confirmation of that too if needed. I have an email conversation with them that has been going on for a while and they have made me go through an ordeal by also making me call them from time to time. When I call them they then ask me to email them. I am happy to provide anything else as needed.Thank you,******* *********.

  

  Business Response

  Date: 09/22/2024

  Dear Esteemed Bureau
  
  
  Greetings,
  The complaint has been forwarded to the Oojo Care Team.
  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 *********************************************************, in order to have the issue further evaluated. 
  With this being said, we would like to apologize for the delay in responding.
  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

  Date:09/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **Beware of These Fraudsters My Experience**I strongly advise anyone looking to book tickets online to avoid this company at all costs. Their fraudulent practices are not only unethical but seem to be designed to trap unsuspecting customers into paying more than they should. Here's how they operate based on my personal experience:1. **Abbreviated Name on Tickets**: When you enter your personal information to book a ticket, their system deliberately abbreviates your name on the ticket. They then charge your credit card and issue what seems to be a fake ticket. In my case, I booked a ticket through them, and upon checking with ****************, I found out that the ticket they provided me did not exist at all.2. **Fake Follow-up Calls**: A couple of days after the initial booking, they called me under the guise of "confirming" the information I provided. This in itself was suspicious, as Ive never had a legitimate travel agency call me back just to confirm details I had already filled in during the booking process.3. **Demanding Extra Payments**: During the call, they claimed that because my name was abbreviated, I would need an ID to match the abbreviated version or they would have to "call the airline to change it." After pretending to contact the airline, they informed me that I would need to pay an additional fee to correct the name. In my case, they demanded $90 for this so-called correction.4. **Issuing Fake Tickets**: What is most alarming is that the ticket they initially issued me didnt exist. This was confirmed directly by ****************. The ticket was nothing more than a scam to get me to pay extra fees after the fact.This is a blatant scheme to defraud customers by intentionally altering personal details and then charging them for "fixing" the issue. Its shocking that companies like this are still allowed to operate and show up when booking tickets online. If you come across them, stay far away!

  

  Business Response

  Date: 09/23/2024

  Esteemed Bureau,
  Upon reviewing the details of this reservation, we have verified that the booking was made directly by the customer through our website. When completing an online reservation, only the customer can enter critical information such as name, date of birth, and other required details. Furthermore, after the client submitted the form, the ticket was duly issued, and therefore, there were no "fake tickets" as claimed in the complaint.
  Additionally, our records indicate that the customer declined the option to proceed with a name correction. Given these circumstances, we regret to inform you that the reservation is non-exchangeable and non-refundable as per the fare rules applied at the time of purchase.
  

  Thank you! 

• Initial Complaint

  Date:09/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To save some money, I pre-booked the international flight on 24th May 2024 that is scheduled for 26th of September 2024 from ***, *** to *********, ***** using the Oojo.com. On August 18, 2024 Oojo support personnel contacted me regarding a change in my flight schedule and presented me with the option to cancel my flight for full refund. I choose to cancel the flight. After requesting cancellation, I received confirmation both via email and telephone that I would be issued a full refund of $652. The screenshots of the conversation are attached herein for your reference. Based on this assurance, I proceeded to book a new flight that was now more expensive for the same travel plan on an alternate date.However, it has been nearly 3 weeks since the cancellation was confirmed via email and I was also informed that the refund process will take few days to few weeks. Upon inquiring about the status of my refund, I was informed that my flight was not cancelled yet, I was alarmed to receive an email from Oojo demanding that I click a button to "process for refund" with a penalty fee of $492. This is in ***** contrast to the full refund I was assured would be provided.This change in the terms of my refund is not only misleading but also constitutes a serious breach of the agreement made with me. The initial assurance of a full refund was a decisive factor in my decision to cancel my flight and book a new one that is even more expensive, and now I am being unfairly pressured to accept a reduced refund amount.I kindly request you to investigate this matter and take appropriate action to ensure that Oojo honors its original commitment of a full refund. Such practices not only undermine consumer trust but also contravene fair business practices.Thank you for your prompt attention to this matter. Sincerely,

  

  Business Response

  Date: 09/27/2024

  Esteemed Bureau,
  We would like to inform you that a full refund has been successfully processed to the Customer's original form of payment. We kindly request that the Customer closes the existing complaint accordingly.
  Thank you for your attention to this matter.

• Initial Complaint

  Date:09/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Urgent Complaint Regarding Refusal to Cancel Plane Ticket Within 24 Hours I am writing to express my dissatisfaction with your company's refusal to cancel my plane ticket, despite the fact that my request was made within less than 24 hours of booking.According to airline industry standards and regulations, customers are generally entitled to a full refund if they cancel a ticket within a 24-hour window of purchase. I was under the impression that Oojo would follow this practice, but my recent experience suggests otherwise. I find this highly concerning and would like to formally request a reconsideration of my cancellation and refund request.I would appreciate it if you could review this matter urgently and provide an explanation as to why my request was denied. I trust that you will address this issue promptly and rectify the situation by honoring the 24-hour cancellation window.

  

  Business Response

  Date: 09/25/2024

  Esteemed Bureau,
  
  Warm greetings!
  
  Thank you for bringing this matter to our attention. We appreciate your diligence in addressing customer concerns.
  
  Upon conducting a thorough investigation of the customer's complaint, we found that her tickets were issued on September ******* and were voidable on the same day. Unfortunately, the customer contacted us on September 16, 2024 to request a cancellation, which fell outside the designated void window.
  
  It is essential to highlight that not all tickets are voidable within the standard 24-hour period. There are instances where tickets may only be voidable on the day of purchase, as is the case for this particular client. Therefore, a full refund is regrettably not possible in this instance.
  
  We sincerely appreciate your understanding.
  
  Thank you,
  Best regards

• Initial Complaint

  Date:09/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB, I am writing to file a formal complaint against Oojo due to the extensive delay in receiving my refund for cancelled booking. I have booked the tickets on their web site back in March 2024 and in two weeks after that I was supposed to cancel the reservation due to Airline (Air Transat) schedule change. I still havent received my refund. I have already been waiting for 5 months. I have now exchanged more than 20 emails with Oojo, only receiving the same generic pending responses without any actual progress. This ongoing back-and-forth is not only frustrating but also unacceptable.Holding my funds for this extended period is not only unethical but also a violation of legal obligations. Thank you for your assistance!

  

  Business Response

  Date: 09/16/2024

  Esteemed Bureau
  Good day!
  We will contact the passenger directly and will work on this case further. 
  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 Answer

  Date: 09/18/2024

   
  Complaint: 22287546
  
  I am rejecting this response because:
  I have received the same generic reply from Oojo that I need to wait until they contacted to AirTransat again. Oojo has been contacted the airline for last 5 months with no result. 
  The AirTransat clearly tells that they have nothing to do with it . Also I spoke with AirTransat and they told me that they send the approval code for my refund to Oojo on June 4th. 
  Sincerely,
  
  ****** Satska

  

  Business Response

  Date: 09/19/2024

  Esteemed Bureau
  Good day!
  We have contacted the Passenger directly and we are working on this case. 
  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.  

• Initial Complaint

  Date:09/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 21, I purchased airfare through OOJO travel agency to fly from ******* on October 30th at 10:30 AM and arrive the same day in ********* at 1:03 PM on WestJet flight number WS711. That cost CAD ******.On August 22, I added transportation of luggage to that same flight. That cost CAD ******. I made that purchase directly from *******'s website.On August 23, I purchased airfare from ********* to fly from ********* on October 30th at 2:30 PM and arrive in **********, ***** that same day at 4:55 PM. At this point I felt that my trip from ******* to ********** on October 30th was ready.Several days ago, I received notice that WestJet cancelled flight WS711. I was offered a replacement flight to depart ******* at 1:30 PM and arrive in ********* around 4:00 PM. Unfortunately, this new itinerary put put me in ********* after my flight to ********** departs. When asked by OOJO if I accepted this new arrangement, I rejected it and explained that *******'s new schedule would have me miss my onward connection.There followed a great deal of calls and emails to and from myself and OOJO. First OOJO said they would try to rebook me on an earlier flight, one departing at 6:30 AM. Unfortunately, they say this is impossible. OOJO also refused to refund the fare, despite that fact that the cancellation is entirely *******'s fault. In addition, ******* will not refund charges I paid for luggage until the fare is cancelled. So, with OOJO's inexplicable refusal, I'm currently experiencing a total loss of $227.89.This is the last email I received from OOJO:"We have checked the rules and restrictions from the airline but, unfortunately the schedule change on your itinerary is not considered to be entitled for refund and changes of the flight."I have yet to see whatever rule set they are reading to come by this position. It is inexplicable to me that I should be penalized by OOJO because ******* is no longer able to provide the 10:30 AM service that it sold me.

  

  Business Response

  Date: 10/10/2024

  Esteemed Bureau
  Good day!
  
  Travel agency assisted customer with his complaint. 

  A request has been made to the plating carrier, who changed the client's itinerary making him not able to take the connecting flight. 
  Airline provided the waiver code in order to process the full ticket cost refund. 
  The refund in house has been processed. A monetary refund to customer CC was not possible due to already opened dispute with the bank by the client.
  Asked the client to close the charge-back so we can process the refund, however, customer decided to wait for the bank resolution.

  Kind regards.
  *****.
  Special Services Department.   

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22276224
  
  I am rejecting this response because:

  This statement by Oojo is false: "A monetary refund to customer CC was not possible due to already opened dispute with the bank by the client."

  I called MasterCard and the dispute specialist there verified that this dispute should remain open until OOJO issues a refund. If a refund is voluntarily given, then **********'s dispute team will see that and close the dispute. Oojo would not be charged twice. Anyone can call MasterCard ***************) and speak to their disputes department to verify the truth of this.

  The ********** agent also warned me NOT to close the dispute because "sometimes merchants refuse to refund after the dispute is closed and ********** cannot reopen a dispute once it is closed." That is a direct quote from **********'s dispute agent.

  Either Oojo is lying outright or its agents do not know the rules of disputes and, instead of bothering to find those out, they are making things up out of whole cloth. Worse yet, Oojo may in fact know the rules and, therefore, know that if I close the dispute I will not be able to reopen it. I am currently feeling that buyers should be very wary of this company.

  This dispute should remain open until I have a refund to my credit account. 
  
  Sincerely,
  ****** *****

  

  Business Response

  Date: 10/21/2024

  Esteemed Bureau,
  Good day!

  Travel agency assisted customer with his complaint of airline cancelling and re-scheduling his flight and worked with the carrier on passenger's behalf.
  After our communication with the airline, we received the waiver to process refund in house.
  Once the response was received, customer was informed of the resolution and asked the client to close the dispute he also opened with the bank. 
  Travel agency can not process the refund to customer's CC with an active charge-back.
  Client refused to close the charge-back and instead, opened a *** complaint. 

  As for now, travel agency is working with the *** complaint. 

   

  Thank you.
  *****. 

  Customer Answer

  Date: 10/22/2024

   Complaint: 22276224

  
  

  I am rejecting this response for the following well-considered reasons:

  
  

  1.) "*****" at Oojo appears misinformed about some major details regarding this case:

  
  

  A - I asked Oojo numerous times over many days for a refund and was repeatedly refused (see attached emails). In brief, the conclusion I drew from those messages was that I had purchased airfare which was never refundable, even in the event that the airline cancels that service. The illogic of this idea is not only very poor business practice but likely to be part of a "Big Store" scam (see *********************************************). In brief, the Big Store scam is a type of fraud where a company willfully defaults on its obligations to its customers and does so at scale. I now believe ******* is doing that and Oojo is a willing participant.

  
  

  B - Oojo only offered a refund several days after I filed a dispute with **********. Given the numerous refusal emails, I am suspicious of Oojo's current focus on my voluntarily ending the dispute. 

  
  

  C - Oojo claims that they cannot refund the money while a dispute is ongoing. That is counter to everything I've been told by **********'s dispute specialists. ********** recommends that the dispute remain open unless and until Oojo offers a voluntary refund. For reference, I also filed a ********** dispute for luggage fees associated with this same flight against *******. ******* has since voluntarily refunded that money and I understand that ********** has since closed that dispute. (I think *******'s refund was tactically smart. Now, when I inform authorities of my suspicions of WestJet's part in a scam, WestJet can at least truthfully say that they refunded me.)

  
  

  2.) Given all this experience, my trust in Oojo is very low. If I should call ********** to close the dispute, I would not be surprised if Oojo would then come up with some excuse not to refund. It seems quite possible that I would then receive a note from Oojo which would say something to this effect: "The airline's window for a refund has expired."

  
  

  3.) Yes, I have filed complaints with the ***** and California's Attorney General. I have done that because someone should look into whether or not this corporate lunacy is actually a scam.

  
  

  4.) Here is the main reason I wish my complaints to be heard: Corrupt business practices harm society. Business corruption causes general moral decay in the following ways:

  
  

  A - When other entities with financial power -- grocery chains, banks, landlords, etcetera -- see companies like WestJet and Oojo appear to operate a scam and get away with it, they feel empowered to do the same to their customers.

  
  

  B - The dynamic above creates a negative feedback loop whereby some individuals will find themselves abused at every turn in their financial lives -- from predatory rent and banking fees to unfair price-setting for bread and other grocery essentials. 

  
  

  C - ************************ do act, the legal system is often slow. The *** (******************************) says it may take 18 months to reach a resolution to any case. This means that poor people may experience years or even decades of unanswered corporate malfeasance. This sows mistrust in institutions (governments, universities, corporations) and mistrust in professional endeavors (science, law, journalism). One can draw a direct line from trauma following years of corporate abuse to political polarization. 

  
  

  D - Polarization is not the end, but a warning sign. Left unanswered, these discontents historically devolve into rioting and looting, and even war and genocide. It is not an exaggeration to say that when corporations continually flout rule of law it can have apocalyptic consequences. Look at failed states, like ****** and ***********, where powerful entities have defied logic and reason for many years. Therefore, I feel compelled to protest Oojo's corruption (accidental or intentional) today in some hope of helping society to avoid future civil unrest. In truth, this issue is much bigger than my $103.59.

  
  

  In summary, Oojo is (at very least) misinformed, and possibly knowingly corrupt. In the short term, customers should beware what can happen with a company which is so profoundly illogical and adamantly against following credit agency rules. In the longer term, we must hope that governmental agencies can enforce rule of law.

  
  

  Sincerely,

  ****** *****

• Initial Complaint

  Date:09/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked international flight for 4 passengers for later this year on Jul 5th but suddenly due to my father health I am having to cancel the tickets on Sept 4th. These ticket are still unused and eligible for refunds. I initiated this request almost a week ago and I still did not receive appropriate responses from the agents to address this issue. Original price for the ticket I paid is $1268.74. They are offering to refund of 935$ per ticket . Breakdown is 130$ of airline penalty, 100$ processing fees and 102.89$ of recalled commissions ****************************** from customer on ticket cancellation is FRAUDULENT in my opinion , especially since the the customer will not be even using the service. These tickets can be re-selled later by agency to get their commission.The amount of $102.89 per ticket labeled as "recalled commission" is particularly troubling. This commission is paid to travel agents by airlines, and when a ticket is canceled, the agent is obligated to return this commission to the airline. It is highly inappropriate and, I believe, fraudulent to charge customers for this recalled commission. As the service was never utilized, the customer should not bear this cost.

  

  Business Response

  Date: 09/15/2024

  Esteemed Bureau,
  
  Please be informed that we have checked this case on our end. 
  As per the records, passengers requested a refund on this booking. According to the airline fare rules, the refund was possible against a fee. 
  Kindly note that from our side, we cannot waive the airline fee, as the following should be collected once the refund is requested. 
  We have asked the client to confirm if we can process the refund to the original form of payment against the airline fee and are waiting for the confirmation from their side. 
  If there is any issue with the provided resolution, we suggest the Customer to either reply to this ******************** complaint, or reply to the email sent by "*********************************************************" in order to have the issue further evaluated. 
  
  Thank you
  Kind Regards
  Rarity 
  
  

  Customer Answer

  Date: 09/15/2024

   
  Complaint: 22271653
  
  I am rejecting this response because:
  The travel agency is incorrectly making the complaint about the airline cancellation fees . This complaint is about them charging additional commission to cancel the ticket from the customer. This commission was originally paid by airline to the travel agency because a ticket is sold. The travel agency wants to charge the commission to the customer now because they have to return the commission to the airline. This is part of the deal between travel agency and airlines . Why is the customer being charged this extra money?

  Email from OOJO said the following, 

   "Kindly note that we understand your frustration regarding the refund fees, however we are unable to waive them from our end as they are imposed from the airline side. 
  We are able to assist you with the refund as per airline fare rules, as a travel agency we can not override the carrier regulations. "
  
  My Reply

  "Hi ,
  I am aware that the airline fees are imposed and I never disputed it . I also accepted the processing fees but I do not agree with the recall commission charges imposed by the ************* on each ticket. A whopping 102$ per ticket. This is the commission paid by the airline to the agency when the ticket is booked and it's part of the deal your agency cut with the airlines. You get the commission to begin with due to the customer booking the ticket . How can you charge the customer for that commission amount when they are not using the ticket?
  
  In any case this ticket would be sold to someone else and you will get the commission again .How are you justifying charging customers this commission? And your terms and conditions are purposefully vague on this matter. The terms and conditions do not even mention the charges as "recalled commissions". This is being deliberately deceitful with the customer."
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 09/17/2024

  Esteemed Bureau,

  
  We have reached the client form our side. 
  As per client feedback she was not satisfied with the internal processing fees which should be charges from our side for the refund as the client has not activated the travel protection. 
  We have checked with our management and received a permission to waive the internal fees for the refund. 
  We are waiting for the client's confirmation so we could proceed with the refund. 
  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 
  Rarity 

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to formally lodge a complaint against OOJO regarding an issue with my travel arrangements and refund process as I do not want anyone to deal with this travel agent in the future.In June 2024, I purchased a flight ticket through the travel agency OOJO for an important event scheduled for September 20, 2024. Unfortunately, the airline, SAUDIA, canceled the flight. After the cancellation, OOJO informed me that they could request a refund from the airline and provide me with an immediate credit. I agreed to proceed with this option so I could rebook through them on another airline in time for my event.However, despite my request, OOJO is now saying they have no timeline for when I can receive the credit. Upon further investigation, I visited the SAUDIA website to check the status of my refund request, and to my surprise, it indicates that no refund request has been made on my behalf.This entire situation reflects poorly on both OOJOs and SAUDIAs customer service and business practices. The lack of clear communication, transparency, and timeliness in resolving my refund request has caused me undue stress and uncertainty as I try to make alternate travel plans for my important event. It appears that these companies are not acting in good faith or with proper accountability.I kindly request your assistance in securing either the immediate credit or a full refund so I can make alternative travel arrangements. I believe this matter requires urgent attention, and I trust the Better Business Bureau will help address these concerns.Thank you for your time and support.Sincerely, *******************

  

  Business Response

  Date: 09/12/2024

  Esteemed Bureau,

  
  In accordance with our records, the credit has been utilized for a new booking.

  The client has confirmed their satisfaction with the resolution. Therefore, we consider this case to be closed.

  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 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 is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reserve tickets and I also purchased Insurance so if theres any issue with my flight, Im able to cancel it. That was the case I had to cancel my flight so they gave me a three option. I picked the option full refund with a credit the company has so I can reserve the ticket for next time, so I wanted to reserve the ticket as of week now no matter what I try to do. Nothing work excuse is we are investigating regards my credit that I have which is a lie they already know I have a credit under my email address. I already confirmed with 3employees and I also have a record of that , so Im trying to figure out now to reserve anything now Im determined to have my money back. I dont want nothing to do with them because its nothing but lies.

  

  Business Response

  Date: 09/09/2024

  Esteemed Bureau
  Good day!
  
  We have contacted the passenger directly and we will work on this case.
  If there is any issue with the provided resolution, we suggest the customer to either reply to this BBB complaint, or to send an email to [email protected] , in order to have the issue further evaluated. 
  
  Thank you. 
  Hannah. 
  
  

  Customer Answer

  Date: 09/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22250942, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Djulia Kolenovic

  Customer Answer

  Date: 09/13/2024

  I have read your email response of the business. 00JO they are online they just making excuses not to give me a proper amount of money back which that’s what it says an email. That’s originally what they owe me or when I try to reserve the ticket they charge me extra with all the extra fees which they should not exist. That was the reason originally why I paid for this insurance case I have any kind of difficulties, could you please kindly let me know what would be my next step because this company is not telling the truth this company has a lot of complaints against the particular problem. Thank you in advance. Have a great weekend.

• Initial Complaint

  Date:09/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight from ** to **** with connecting flights from **** to *********. My first flight was delayed which made me miss my second flight. The airline told me to reach out to the travel agency which I did to get a refund/ rebooking. OOJO made me believe they would get me a refund for the unused portion of my flights, which 3 weeks later has not happened and now they are not responding to my emails.

  

  Business Response

  Date: 09/10/2024

  Dear Better Business Bureau,

  The complaint has been forwarded to the escalation department and they're currently looking into the issue.

  If the provided options will not be acceptable, 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 Answer

  Date: 09/10/2024

   
  Complaint: 22244011
  
  I am rejecting this response because they have already said this in the past and afterwards they stopped communicating with me.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/11/2024

  Dear Better Business Bureau,
  
  According to our recent records, OOJO Care contacted the Customer, but the Client has yet to respond. The customer may check her inbox for any emails from *******************************.

  Thank you.

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22244011
  
  I am rejecting this response because I did respond-
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/13/2024

  Dear Better Business Bureau,

  According to our records, our escalation department has established communication with the Client and is currently working on the issue.

  If any information is needed, please do not hesitate to let us know.

  
  Thank you.