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:04/16/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  The entire booking process was handled through email and phone. On March 15th, we booked a two-week family trip to ******, scheduled from April 1st to April 15th, through your agent, ****** ******* (I believe thats her name). I specifically asked multiple times about **** requirements, and I clearly inquired whether my mother would need a ****. Your agent assured me that she did not.However, upon arrival at ************** international airport, my parents and I including my very ill father were stuck for over nine hours because my mother did, in fact, require a ****. This caused unnecessary stress and a major delay that could have been completely avoided had we been properly informed.Additionally, the hotel claimed they didnt pick us up the first time, even though we had already booked and paid for transportation through your agency. They then attempted to charge us again for the same service at double the original price. If your agency had properly arranged or confirmed the transportation details with the hotel, this could have been avoided. Furthermore, if your agent had verified the **** requirements with Philippine immigration authorities, the airport incident would not have occurred.We trusted that everything would be accurately arranged, especially since we paid for a full-service package. I later discovered that we were significantly overcharged for both the hotel and the flights nearly double or even triple the prices I found online.We were extremely frustrated by the end of the trip due to the agencys poor planning and false promises. I am deeply disappointed with the lack of accurate information and the unreasonable pricing. I expect a full explanation and appropriate compensation for the inconvenience and distress caused during our trip.

• Initial Complaint

  Date:02/11/2025

  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.

  Me and my wife made round trip flight from ** to ******, ***********. We are from ********* and according to their agent named ****, free shuttle from ********* to ** is included in the package. We were instructed to call a number 3 days prior to the flight to get on the shuttle. We called as instructed but the airlines said the service is no longer offered. We arranged our flight through them partly because of the free shuttle service. Now less than 2 days before our flight we have to scramble to find transportation to **. We were lied to and given a false promise. I would like to bring out awareness to the unethical practice of Mango tours. We ended up going to a shuttle service that charged us $400 round trip.

  Business Response

  Date: 02/28/2025

  Thank you for bringing this matter to our attention. At Mango Tours, we are committed to providing our customers with accurate information and quality service. We sincerely regret the inconvenience experienced by our passenger regarding the shuttle service from ********* to *********** International Airport (LAX).
  
  Upon review, our agent, ****, provided the information about the free shuttle service in good faith based on ******************* long-standing practice of offering this service. Prior to confirming with the passenger, **** also verified this information with a ******************* Reservation Officer through their official hotline, and the airline representative confirmed that the shuttle service was still included. Unfortunately, it appears that despite this confirmation, the service was no longer available at the time of travel, causing unexpected inconvenience for the passenger.
  
  We completely understand the frustration this situation has caused and have already asked our agent to personally reach out to the complainant to discuss possible resolutions. Additionally, we are working closely with ******************* to ensure that any service inclusions are always accurately reflected in the information we provide to our customers.
  
  We appreciate the opportunity to address this concern and will take steps to prevent similar occurrences in the future. Please let us know if any further clarification is needed.

• Initial Complaint

  Date:07/31/2023

  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.

  Please see the attached documents.

  Business Response

  Date: 08/15/2023

  Dear *************************************,

  I hope this message finds you well. First and foremost, we sincerely apologize for any inconvenience and frustration you've experienced regarding the cancellation and refund process for your trip. We appreciate your patience and the opportunity to address your concerns.

  I would like to inform you that we have thoroughly reviewed your case and have taken the necessary steps to resolve the issues you raised. Our Team Leader, ***************************, has been actively engaged with your case to ensure a satisfactory resolution.

  In response to your request for cancellation due to medical reasons, we initiated a request for a waiver of the refund penalty with ********** Airlines. We were successful in securing a waiver for two of the tickets, subject to a $100 administrative fee (********** Airlines) per person. Unfortunately, the waiver was not granted for the other two tickets, and the full penalty will be applied.  Refund of tickets also subject to $100 processing fee per ticket.

  We are currently awaiting your acknowledgment to proceed with the refund process. Once we receive your confirmation, we will initiate the refund procedure for all tickets according to the terms we discussed.

  We genuinely understand your frustration and concern, and we are genuinely sorry for any distress this situation may have caused. Our aim is to ensure that you receive the resolution you deserve and that you can have peace of mind regarding the status of your refund.

  To expedite the refund process, we kindly request your acknowledgment of the resolution and your agreement to proceed with the refund according to the terms outlined. Please reply to the email of ****************** at at your earliest convenience.

  Thank you for giving us the opportunity to address your concerns. We are here to assist you every step of the way.

  Sincerely,

  ***************************

  Mango Tours

• Initial Complaint

  Date:05/01/2023

  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.

  I wish to lodge a complaint for what I believe is a predatory, fraudulent, deceitful business practice done by the branch manager, *************************** of Mango Tours, ********** branch, ************************************************************. (**************) My credit card included 3 items a $30, a $20 (on my ticket costs), and a $169.95 (on my son's ticket costs) charges. During the transaction visit to the branch, I agreed to the airfare of $1495, ($1475 plus an aisle seat fee of $20). My son's fare was $1725.05, but a $169.95 charge was added. No full disclosure of these additional charges were explained to me. I was just handed the electronic pad with the screen just showing the signature block. I trusted ***********************, and electronically signed on the pad. I raised this concern with her on my subsequent visit, but she intentionally vague in her response, telling me that I signed the electronic credit card billing. All I'm requesting is to delete these 3 billing charges. I felt it as fraudulent, "con game" business practice that needs your office assistance to close/ fine Mango Tours for deceitful practice.

  Business Response

  Date: 05/04/2023

  Thank you for bringing this to our attention.  Upon further investigation, we found out that our ********** Agent did not overcharge the complainant and that the charges toward the cardholders credit card was explained to him verbally to which he agreed and even signed our Credit Card Payment Authorization Form.
  
  When complainant visited our ********** branch and asked for airfare quotation, our agent verbally explained and quoted him for roundtrip economy fare for 2 passengers and for the advanced seat assignment.  Our agent then made the airline reservations for 2 passengers and before issuing the tickets, confirmed the Total Amount to be charged from the complainants credit card.  The complainant agreed to these amounts.  And as a policy, was asked the complainant to electronically sign our Credit Card Payment Authorization Form, confirming that the passenger is aware of the amount that is due and that he is authorizing ** to charge that amount from his credit card as payment for the travel products/services.  Complainant was also provided with a copy of the Itinerary/Invoice that also contains the breakdown of the charges.
  
  Attached are the copies of the Credit Card Payment Authorization Forms that the complainant signed, one form for each passenger, indicating the total amount to be charged per passenger and the complainant/cardholders approval/authorization of these charges toward his card.  I have also attached copies of the Itinerary/Invoice that were provided to the complainant that show their itinerary and the breakdown of charges and the ***** amount charged for each passenger.
  
                          For passenger 1 Total of $1,525.00
                          For passenger 2 Total of $1,895.00
  
  Through email correspondence, our agent emailed the breakdown of all the charges, which when added totals the amount that the passenger agreed to pay and be charged to his card.
  
  I hope this clarifies this incident.

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19995665
  
  I am rejecting this response because: It seems that Mango Tours and I have different point of views on what transpired when I purchased the two roundtrip ********** Airlines round trip flight tickets between ************* and ********** (via ******, with my son's side roundtrip between ***** and ******, via *******, ********). 

  I suggested to *************************** that should we can't resolve the add-on charges, that the transaction be nullified and voided, with full refund to me amounting to $3,715 ($$1,525.00 charged for my trip, plus $1,895.00 for my son, ****'s trip, with a side trip initially between ***** and *******, plus $195 a roundtrip between ******* and ******, ********). I felt that Mango Tours already received a percentage commisions on the airfare of $1,475 (miine) and $1,725 (my son's fare) and shouldn't be charged additional amounts of $10, $20, and $169.95.

  I am willing, however, to consider allowing a processing service of $20 for my ticketing, and another $20 for my son's ticketing. If this suggestion is agreeable to Mango Tours, My requested refund adjustment will amount to $160, rather the original requested refund of $190. 

  Hopefully, this suggestion will help resolve the issue on the charges that were not fully disclosed during the ticket purchase transactions, and also not shown on the electronic device tablet screen when I was asked to sign electronically the credit card authorization, with the screen only showing the signature block.
  
  Sincerely,
  
  *************

  Business Response

  Date: 05/09/2023

  Although we stand by our prior response that our ********** agent, ***********************, disclosed the amount that was charged to complainant's credit card, to avoid further inconvenience, we will send a check to complainant's address with the amount of $160.00.

  I hope this satisfies the complainant to close this case.

  Thank you.

• Initial Complaint

  Date:03/27/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 my trip to *************** August 21, 2022 with Princes at Mango Tours to fly on PAL February 8, 2023.On January 25, 2023 I received an email from PAL stating:Dear valued passenger, We sincerely apologize for the inconvenience caused by the cancellation of your flight due to operational requirements. We are temporarily reducing our flights from February *****, 2023 to perform the necessary scheduled maintenance of our aircraft to ensure good cabin condition.I think its ridiculous that PAL cancelled my flight, and Mango Tours kept a processing fee of $150 PER PERSON, which totals $600.This was a big inconvenience because we had to find other flights last minute, had 8 and 18 hour layovers. We accrued more charges for hotels, food, etc and had to get our 5 luggage and 2 boxes from our 18 hour layover to recheck-in again.Whats the use of having a travel agent when they keep your hard earned money? I HIGHLY dont recommend Mango Tours, they didnt help me at my time of need. God forbid I didnt have a big family emergency that I was missing. They offered a trip for a few days later, but imagine, our vacations for work were already taken for the days we requested, and the reason why we were going to *************** in the first place was for a town fiesta on February 12th, which was the date they were giving us to leave - we wouldve missed the fiesta completely!I believe my family and I should be compensated for this inconvenience, or AT LEAST receive our $600 processing fee back.