ComplaintsforOvago

• Initial Complaint

  05/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 05/14/2024 I purchased 4 tickets for from OVAGO for a flight from Los Angeles to Sydney, leaving 11/12/24 returning 12/01/24. A few hours later I noticed I mistyped my brother's middle name, "****" instead of "C***" (the correct spelling is D***** *** C*** Y*** instead of D***** *** **** Y***). I contacted OVAGO to let them know and they told me they had to cancel the ticket and repurchase it. And, by the way, the fare has gone up in that time so we have to pay the difference. I called Air New Zealand directly and they said there is no fee and tried to correct the 2 letters but said that they could not because it was booked through OVAGO. So to correct 2 letters of the middle name not changing the person or gender now cost $95 because of fare increase over the 8 hours having to cancel the booking instead of correcting it.

  

  Business response

  05/27/2024

  To whom this may concern,

  Thank you for bringing this matter to Ovago's attention. We take customer satisfaction seriously and would like to take this opportunity to address these concerns.

  We want to clarify that our procedures for name corrections are aligned with the policies set forth by the airlines we work with. It's possible that the customer may have received different information, as policies can vary depending on whether the booking was made directly with the airline or through a travel agency like ours.
  
  Please be assured that we follow the standard name correction policy of Air New Zealand for travel agencies, and we are committed to ensuring that all necessary corrections are made in accordance with their guidelines.
  
  We apologize for any confusion or inconvenience this may have caused you. Our goal is to provide our customers with the best possible service and information.
  
  If you have any further questions or concerns, please don't hesitate to contact us. We are here to assist you every step of the way.
  
  
  Kind regards,

  Ovago Team

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February 2024, I simultaneously booked a flight and travel insurance for our upcoming trip to New Zealand in June/July through Ovago. Unfortunately, the airline temporarily suspended its service between ORD and AKL. Ovago informed me that the travel insurance is non-transferable and non-refundable for our new flight schedule. This means we are now without travel insurance that we have already paid for. Their partner, who provided the travel insurance, only responds to customer inquiries by email and has no live customer service. Moreover, they refused to refund our money for the unused trip. We believe that this issue was unforeseen and outside of our control. We found their customer service skills to be slow in response, and we experienced several delays. As a result, we would not recommend Ovago, and we rated them an F-rating.

  

  Business response

  06/12/2024

  To Whom It May Concern,

  Dear Better Business Bureau,
  
  I hope this message finds you well. I am writing in response to the complaint submitted by Mr. R***** **** regarding his reservation. We appreciate the opportunity to address this matter and provide clarification.

  We have conducted a thorough investigation into his concerns and would like to provide the following details:
  
  Upon review, we can confirm that Mr. B***'s reservation was indeed impacted by a schedule change initiated by Air New Zealand. In response to his request, our service team acted promptly to seek approval from the airline to explore alternative flight options. Once we received Mr. B***'s approval, we communicated the new flight schedule to him.
  
  Additionally, we have processed a partial refund for the advanced seating assignments that were purchased for the original flight schedule.
  
  Regarding the Travel Protection Plan, we would like to clarify that, as stipulated in our Terms and Conditions, which are available on our website, the plan is non-refundable and non-transferable.
  
  We hope this addresses Mr. B***'s concerns, and we remain committed to providing the best service to our customers.

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