Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a tour to ***** with the travel agent ***** Lodston who works with Firebird travel agency. She booked a trip to ***** for me by outsourcing to Firebird tour. The tour does not include the flight, only transportation arrangement, hotel and semi private tour. ***** Lodston told me on the phone that the trip can be cancelled 90 days before the trip which will happen on 7/1/2025. I booked the trip by putting down 20% deposit. However, after doing more research, I find out they over charged me by at least 65%. I called ***** Lodston to cancel the trip on Dec 27th and want to get the full refund. She then told me the terms for Firebird is that they can not refund the money at all even it is still 6 months away from the trip. Nothing is booked by Firebird tour yet. ***** Lodston never explained any cancellation policy of Firebird to me nor she ever told me the money is not refundable at all. She told me she does not make any money for the trip yet. Firebird took all the money even nothing is booked yet. I did not sign any agreement with any policy laid out to me from Firebird. This is a totally Scam!

  

  Business response

  01/05/2025

  Shu Fen, 
  
  You had posted 1 star reviews on all possible platforms about us, yet - as you write on all of them - you are communicating and working with the agent. So why is complain about us, not an agent, if you have some question to your representative? 
  
  We are simply delivering the program that ***** had purchased on your behalf, exactly to your liking. And it is very surprising that we now receive a 1 star review on all various platforms for doing our job, exactly as intended. Your itinerary is booked and fully arranged: *********************************************************************************

  If you have question about the itinerary, you can speak directly to us to resolve it, instead of just posting 1 star reviews based on incorrect assumptions. Please write directly to discuss your program at *************************************************************

  Points you had listed:

  - we overcharged by 65%. How you came up with that number? Our target mark *** for planning, delivery, coordination, payments, mitigation of risks, pre and on trip-support is 20%. Really wonder where is 65% came from?

  - we don't want to help you with itinerary changes. Where is that conclusion came from? In fact - that is a private itinerary planned specifically for you (indicated as semi-private for full transparency as some services are partly arranged with a use of local public transportation). So as a private program planned for your family - we can adjust it in any way you like. So tell us please - what you want to change? 

  - that is correct that deposit is non refundable. We had already done a big part of the job including various bookings for the trip, and many expenses occurred. That is why from a start, on your itinerary, on website every page, and when you were making a payment for the tour - we clarify that deposit is non refundable as all bookings are made right away for the tour program to secure your best rates. 

  Looking forward to your speedy reply, will send a copy of the message directly as well. We want to resolve that misunderstandinga as soon as possible. 

  Best regards, 

  Customer response

  01/07/2025

   
  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. Firebird will refund me $3,434 deposit I already made minus $500 administrative fee, total of $2,934 after closing this complaint. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  11/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  booked tour from 11/10/24- 11/14/24. Package included tours. One tour was cancelled for 4 nights. I am asking for the extra I paid for tour- $600 ( I paid for two people). They are only reimbursing me for 1 person.

  

  Business response

  12/06/2024

  It was resolved long ago and a refund for the cancelled tour was sent to customer. Refund was to be provided for a cancelled your from a start, it just takes time to process it. 
  
  Funds ($600) were successfully dispatched on Nov 22 within out standard refunds time frame (10 days within trip end time), and received by the customer. 

• Initial Complaint

  09/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have booked a tour with Firebird Tours. I could not stay my last night in the hotel in ***** on September 27, ******************************** *****. I was sick Tuesday, Wednesday, Thursday and Friday was the day I would be leaving I had to leave Thursday. They did not have any medicine that helped me in *****. I could not go on two excursions one was to leaning tower of **** annd **** tour on 26th of September and I could not go to the Como Tours on 27 September due to being deathly ill I was by myself solo traveler, and was afraid to stay there because no medicine that the pharmacies had could help me. They did not have the same medication as they do in the *************.. I asked them for a refund. It was not in my control that I contracted covid I Inform them of what was going on and that I had to leave a day early to get back to ***************** to my family for I was very sick. Thank you.

  

  Business response

  09/30/2024

  We really hope that you are feeling much better now and are very sorry that you had gotten sick during your trip in ****** 
  
  As we clarified before, we simply cannot make a refund of the funds that we do not hold. All payments for the services had been made long ago, and are far beyond the stage of refunds. They are simply non refundable, cannot be recovered. 

  Of course we will be happy to provide any required information to the insurance company for the insurance claim. 
  
  And from our side, as we truly value you as a repeating traveler, we would like to extend a account credit of $500 which you can use for any future trip with us. 
  
  Once again very sorry that you had getting a Covid, and we cannot help anyway more then provide a credit for a future trip. 
  
  Respectfully,

  Customer response

  09/30/2024

  I paid $7514.00 for a trip from September 18-27-2024 I fell ill to covid while in ***** and could not partake in my excursion on Wednesday  September 25th to  **** and **** tour as well as Thursday September 26th to ********* tour as I was deathly ill and ***** had no medication for what I needed and I was a solo traveler so I needed to get home and cut my vacation short one day and are asking to be refunded for the night of Thursday the 26th of September because I went home a day early and also was not able to do the tours 

  Customer response

  09/30/2024

   
  Complaint: 22355947
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Customer response

  10/01/2024

  ***** says it cannot refund me in monetary value. Im willing to settle for 800 Voucher. Thank you.

  

  Business response

  10/03/2024

  Thank you for your reply, 
  
  Allow me to confirm that $800 voucher will be issued and added to your account balance for the future trips with us. 
  
  Best regards,
  

  Customer response

  10/09/2024

   
  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

  05/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Firebird Tours did not inform any information about the need to purchase additional plane ticket from **** to ***** for my return home. This resulted in me purchasing 4 tickets, at $200 each, for a flight from ***** to *****. Firebird also failed to secure a transfer for us to return to the airport, which resulted in me paying $330 cash out of pocket the morning of retrun. I am seeking the $800 for the amount paid for the plane tickets to return to ***** from *****..

  

  Business response

  05/14/2024

  Thank you for your message,
  
  Yes, your tour had started in 1 city, and ended in another. Program never included a train/flight or transfer to a different city for a department flight, and concluded in a final town of your itinerary. We didn't even think about a possibility that return flight back home can be booked from other city than the one listed in your itinerary. 

  Our apology, but we cannot provide a refund of the service (flight) which was not even included in the itinerary.  Yet, we had already provided a compensation for the departure transfer, and issued a voucher of $800 for your use on any of our journeys in future. 

  We remain at your disposal, and hope that you had enjoyed all of the arrangements that we had planned for you in ****** 

  Customer response

  05/15/2024

  When booking this tour I am at the mercy of the tour company to provide me with the necessary information that I would need to make my travel decisions.  It was never bought to any of our attention that we our final hotel on the tour would be six hours away from the hotel that we should be at.  When requesting the tour all related transfer were asked for such as; transportation from arriving airport to hotel, transportation for the guides in each city, entrance to the different attractions, transportation from ***** to next hotel via train, transportation from train station to hotel, transportation to *******, Transportation to ***** via private transport, they were mentioned and provided.  When asked about possible taking a cab for certain transport, that too was provided.

  I challenge FirebirdTours to show any communication letting any of the party of four know that there would have to be arrangements made on our own to get from ***** to ******  As I mentioned to FirebirdTours already,  an almost $3,000 (4), and a $2,000 flight, it would mke sense to let us know about n additional cost.  The flight from ***** to ***** is only about $80 purchased in advance. The would only be an additional 4% to this trip.  We are not familiar with Japan to know well enough that we would need an additional flight to return home.

   

  Furthermore, FirebirdTours first denied our return transfer to the airport.  (Email cn be provided upon request). Our party had to pay out of pocket and argue with FIREBIRDTOURS to cover what was actually in the itinerary.  Of the nearly $12,000 spent with your company, I am merely seeking only the amount that you failed to disclose with us; roughly 7%.

  Customer response

  05/15/2024

   
  Complaint: 21701522
  
  

  When booking this tour I am at the mercy of the tour company to provide me with the necessary information that I would need to make my travel decisions.  It was never bought to any of our attention that we our final hotel on the tour would be six hours away from the hotel that we should be at.  When requesting the tour all related transfer were asked for such as; transportation from arriving airport to hotel, transportation for the guides in each city, entrance to the different attractions, transportation from ***** to next hotel via train, transportation from train station to hotel, transportation to *******, Transportation to ***** via private transport, they were mentioned and provided.  When asked about possible taking a cab for certain transport, that too was provided.

  I challenge FirebirdTours to show any communication letting any of the party of four know that there would have to be arrangements made on our own to get from ***** to ******  As I mentioned to FirebirdTours already,  an almost $3,000 (4), and a $2,000 flight, it would mke sense to let us know about n additional cost.  The flight from ***** to ***** is only about $80 purchased in advance. The would only be an additional 4% to this trip.  We are not familiar with Japan to know well enough that we would need an additional flight to return home.

   

  Furthermore, FirebirdTours first denied our return transfer to the airport.  (Email cn be provided upon request). Our party had to pay out of pocket and argue with FIREBIRDTOURS to cover what was actually in the itinerary.  Of the nearly $12,000 spent with your company, I am merely seeking only the amount that you failed to disclose with us; roughly 7%.

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

  

  Business response

  05/17/2024

  Thank you for reaching out.

  I would like to clarify that your itinerary began in one region of ***** and concluded in another. At no point did we suggest that the journey would end in the same city where it started, as detailed in the travel program documentation.

  To address your concerns, please note that we have already processed a refund for the additional transfer you required, and have also issued an $800 voucher for future use on any of our tour programs.

  Thank you for your understanding.

  Sincerely,

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company, Firebird Tours, accepted my clients deposit well over a month ago, February 29 and March 1 to be exact. Well over a month later, I was contacted that the hotels in their itinerary, which had been sent to me for review, were no longer available. I have certainly questioned the value of a deposit if not to secure the hotels. I have repeatably asked for the hotel options to which they would change the hotels and have completely been given the runaround. I just get a response that all of our hotels are of the same quality, never an answer to my question. The person to whom I most recently spoke, through email, is ************, identifying as the sales supervisor. We are now going into the 3rd week and still no one will give us hotel options or any answers. My clients requested a conference call and no one has even acknowledged their request. It has been 6 weeks since deposit was paid. The Firebird booking agent *************************** sent their itinerary for approval on March 25 (I have trouble understanding the timeliness of this when they had paid deposit over 3 weeks prior). On April 5, I received notice that 2 hotels in their itinerary for which they had paid deposit on March 1, were no longer available.The clients are: ****************************** and ***************************, booking number, 420570.Please advise if you can help

  

  Business response

  05/14/2024

  We believe that the listed complaint had been already resolved, as we attended to it right away and right now all hotels that are confirmed and selected by customer are secured. 

   

   

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a tour with Firebird Tours in 2020 which we were unable to take, due to the ***** outbreak. The company refused to refund the deposit saying we could use it for a future date. We were unable to use it in 2021 and 2022, and recently contacted them to use it. Per email attached below in August 2023, they confirmed that even though it had expired we could still use it. Ever since then we have been trying to use it and have been given the run around. Despite my prompt emails to their questions, they do not respond. I have emailed their agents and their support. At this point we are asking for a refund of our deposit. If you need additional proof of recent correspondence, I would be happy to provide it.

  

  Business response

  12/11/2023

  we had been communicating with the traveler, but last emails I see were not replied to. 
  
  Here is an example, may be there is some miscommunication (attachment)

• Initial Complaint

  06/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked this tour in anticipation of a good experience due to reviews. I made a detailed list of what our group wanted which included accommodation requests. Was sent a quote for payment which was nearly $3663 per person. After booking, we came to realize that our accommodation request (despite being acknowledged by the company) was not met. Instead we were all clumped into one room. When the company acknowledged their mistake, they now want to bill us an additional $2400. I get mistakes happen, however, the company refuses to either a) eat the cost of THEIR mistake or b) refund the trip. I do not think this is an unreasonable request. Further, I called their customer service number and they refused to let me speak to a manager or supervisor - only to transfer me to the same person who said theres nothing else he can do. Horrible experience and straight up fraud. Be warned.

  

  Business response

  07/13/2023

  This issue is already resolved to customer satisfaction. Separate rooms are provided. 
  
  Issue taken place due to initial miscommunication on planning stage. 1 room was planned originally prior to purchase, and now is changed to 3 separate rooms (4 in fact, as 4th person is joining the tour). 
  
  

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We contracted with Firebird Tours to provide us with accommodations and sightseeing tours on our trip to *****, ****** in mid-June. Our issue is that a number of the tours we signed up for and were used in calculating our total costs were not provided.Day 6 - June 21 - we were to have a driver guide take us to ******* for a tour of the *********** and gardens and then proceed to ********** for a half day tour of the palace and gardens. What we were given was a day long bus trip to **********. We had specifically asked for tours with minimum walking due to age and mobility constraints but that was not the case. I was unable to find a tour similar to the one we were expecting available from the tour provider used by Firebirds.Day 7 - June 22 - we were to tour two chateaus in the ************ and included was a lunch with wine tasting in one of the chateau's caves. After the last chateau we were to be taken to the Tours, ****** railway station for the return train trip to *****. What we were given was a minivan with a sliding door that had trouble latching, for additional passengers and a driver who took us to three chateaus, purchased our admission tickets, handed us a map and told us when to meet at the van for the next leg of the journey. Again, I was unable to find any similar trip to the one we were expecting from the tour company used by Firebirds.We contacted Firebirds upon our return concerning the tours provided that were of much lesser quality than the ones we paid for. I searched the web to try and find something similar to what we paid for and calculate that the difference is somewhere between $1200 - $1300. Firebirds disputes my calculations but has not provided any cost information concerning the price they charged us and the amount they paid the tour companies that they used. We were never made aware of the degradation in the quality of our tours, nor were we offered an optional tour, or any refund for the lesser value tours.

  

  Business response

  08/03/2022

  Settlement for the indicated issues with some of the local shared tours suppliers is already reached, and a refund confirmed with a customer.

  Check for a refund is on a way to travelers.

  We are sorry that issues did take place. We have changed suppliers of a shared tours on the ground to avoid the issue in future. 

  Customer response

  08/04/2022

   
  Complaint: 17659858
  
  I am rejecting this response because: I have yet to see the settlement check and have not been advised that it has been sent, as promised in an email from their office.  Until such time as I have the check and it clears my bank I wish to keep the claim open.  I accept the proposed settlement amount but lack trust in the organization that they will do as indicated.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked 3 tickets through the ********** website from ******** to ***** on April 16, 2022. I was charged $403 for the purchase. When the tickets arrived they were all marked as costing 59 Euros each or the equivalent of $184 total. When I went back to the Ninja website on May 11 & 12, 2022, I saw that the cost of the tickets should have been $287. When I checked the provider website (Thalys Rail) the cost of the 3 tickets was $187. I have tried on numerous occasions to contact ********** to understand why I was over charged but only get back a standard form email. There is no way to speak with a real human being to resolve this issue. They do not have a live chat function or telephone contact. This is clearly a scam and / or price gouging. If I request a refund, their website tells me that there is a 50% penalty. I would be willing to pay the current ticket price of $287, and be refunded the balance of the $403 and just chalk it up to caveat emptor.

  

  Business response

  05/12/2022

  Greetings, 

  We have investigated the case and we can satisfy request of customer to pay *******. 

  The reason why our prices are higher is two-fold. First, there is a soaring demand for the service and second, we purchase them from our suppliers that also have ********* We are currently in negotiations with Thalys so we can supply tickets to our customers at better prices. 

  Respectfully, 

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

  Firebird 

   

  Customer response

  05/12/2022

   
  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,
  
  *********************************

*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. ↩