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:04/23/2025

  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.

  The flight was cancled by the company airline. I didn't get my refund.After contacting agents many times, Passenger: ***** ******* MyTrip Booking Number: OA2OSN Tus Airways Reference Number: A64B02 Flight Route: ***** (*********) ? ******** Last Update: 2025-02-28 Email: ********************** As shown in your own system, the refund request was received and forwarded to *********** as of February 28, 2025 a month and a half ago. The refund is marked as "In Progress" and "Direct Refund Processing by ***********," yet no funds have been returned to me.This delay is not only unacceptable but also a clear breach of ** Regulation EC 261/2004, which requires that refunds for cancelled flights be processed within 7 days. Furthermore, mytrip own stated policy claims that MyTrip will assist in securing the refund and return it to the original payment method promptly after airline confirmation.

  Business Response

  Date: 04/28/2025

  Dear Ms ********************* you for your message regarding order ************. 
  
  Upon investigating the booking history we found that the booking OA2OSN for the flight from ***** to ******** was cancelled by the airline on February 24th. Subsequently, we submitted a refund application to the airline on February 28th. Unfortunately, the application is still pending on the airlines side. Please find the status of the application attached for your reference. 
  
  As we are acting as an intermediary, we must adhere to the airline's processes and policies. All refunds are required to be processed by the airline to our account before we can proceed with returning the funds to our customers. We are currently awaiting the airline's response to complete the necessary steps. 
  
  We sincerely apologize for any inconvenience this delay may have caused and appreciate your patience and understanding in this matter. Please be informed that we are regularly monitoring the refund status. 

  Kindly note that your flight from ******** to ***** with the booking reference AAMOHN on this same order is still valid for traveling. 
  
  
  Kind regards, 
  Customer Relations Team 
  ********************** 
  

• Initial Complaint

  Date:04/22/2025

  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.

  I purchased an airplane ticket for my son for Nov. 3, 2023. The flight was cancelled. I applied for a refund in Nov. 2023 and received partial refund. MyTrip still ows me $123.82. I called MyTrip at least 11 times since Nov. 2023. Every time they tell me that they submitted a request to the airplane company and I should just wait for a refund.

  Business Response

  Date: 04/23/2025

  Dear Ms. ************************* you for your message regarding the order MBFHBO.
  
  We apologize for the delayed handling and any inconvenience this may have caused you. 
  
  We would like to confirm that we have processed the refund of the missing amount of ****** USD on 23rd April 2025. The refund has been processed back to your original form of payment and the funds will clear into your account within 3-5 business days. 
  
  You have now been fully refunded for this reservation, in three separate transactions; 
  - The first refund processed: 100.77 USD
  - The second refund processed: 342.38 USD
  - The third refund processed: ****** USD
  
  The proof of refunds can be found attached. 
  
  Again, we are sorry for the delay in processing your refund and we hope this resolve your case. 
  
  Kind regards 
  Customer Relations team 
  ********************** US

• Initial Complaint

  Date:04/22/2025

  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 purchased plane tickets through this criminal enterprise ************************. I paid an additional $487.02 for flexible tickets that can be changed once at no cost. I called today on April 22 to change my flight from ******* to *********** to sometime around May 20. They were unable to find any flights for me between May 18 and May 22. Finally the girl acted like she found a ticket but then disconnected me. I called back and then they claim that not only are there no flights that week, there are no flights for the entire month of May. Then I told these criminals to check from today until December 31 and they said they wont check any more dates for me. They wont let me talk to a manager. I hung up and called back, they checked for flights briefly and then disconnected me. I asked the bank to return the charges from these douchebag pieces of s*** and then filled a complaint with BBB.I check ****** flights and theres 5 flights on May 18 from ******* to ***I call China airline and they can change my flights any time for $420

  Business Response

  Date: 04/28/2025

  Dear Mr. ***************** is in reference to the order number NMLSTX, for which you filed a complaint with this authority under no. 23235757.
  

  According to our communication records, you contacted us on 22 April 2025 to request the rebooking of your inbound flights for May 20. The agent looked for the same exact itinerary, but could not find available flights on that day and asked you if you have another date in mind. Upon your request, she checked for May 19,but the last leg of the trip was on May 20. When she attempted to calculate the cost, the call disconnected.
  

  You contacted us again with the same request and on the same day and the agent made simulations for May 18, 19 and 20 with no results being generated in the system. You must know at this point that what results you get from your searches on the internet do not match what we see in the system. The reason is that we can only see what is made available by the airlines in the global distribution system (a booking management system where both airline/hotels and travel agencies operate on the bookings). Secondly, according to flexible ticket rules, we can only rebook with the exact same airline(s) and the exact same transit point(s). In this case, we found no booking matching the above criteria.
  

  You requested to be contacted by a supervisor, and we fulfilled your request. On April 22, at 22:38 our system time, you were called by a supervisor who could not reach you and left you a voice message.
  

  The supervisor also sent you an email and informed you that we will not be able to rebook your trip for May 18 as we cannot find available seats.
  We understand this must be frustrating; however, we trust we explained the process in detail and gave you clarity as to why we were not able to fulfill your request.
  

  If you still wish to rebook your tickets, please contact us by phone. If you do not wish to rebook your tickets, we will be glad to refund you the cost of the Flexible ticket product, despite the fact that this product is non-refundable.
  
  
  Best regards,
  Customer Relations Team
  **********************

  
  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23235757
  
  I am rejecting this response because:

   

  I would also like a refund for the premium support that I paid for. The support was in NO WAY premium.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 04/29/2025

  Mr.****,
  
  We refer to the rejection you filed with this authority in response to our detailed explanations. Please be informed that the Premium package is a non-refundable product, and it does not concern a subjective assessment of the service quality,but rather a package of benefits you enjoy after purchasing it (no service fee,gratuities etc).
  Although the flexible ticket product is also not refundable and can be refunded only if we, for technical or human reasons, cannot fulfill the booking request, we agree to refund it immediately after your confirmation.
  
  
  Respectfully,
  Customer Relations Team
  **********************
  

• Initial Complaint

  Date:04/16/2025

  Type:Sales and Advertising 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 and they gave me booking number and said they would send follow up email with the actual airline info but never did. I went to airport and they had no record of my ticket. I paid for ticket but did not get ticket.

  Business Response

  Date: 04/22/2025

  Dear Mr. ********
  
  Thank you for your message regarding order reference ************.
  
  We acknowledge your claim regarding not receiving a ticket of your purchase.
  
  We have checked this order and note that the booking confirmation for your flight purchase was sent to your email address (**************************************)on April 16th. Kindly find the attached copy with information about your flight with EasyJet and the departure on April 23rd from ***** to ******. This confirmation also provides information of how to access your booking on ******* website. A copy of EasyJet booking confirmation has also been attached for your ease.
  
  We hope the above clarifies the situation and we are therefore unable to accept your claim for 300 USD as we find no error or breach of contract on our end. 

  Kind regards, 
  Customer Relations team
  **********************

• Initial Complaint

  Date:04/08/2025

  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.

  Feb 24 2025.Booked 3 leg flights via MyTrip for my sister using her married name instead of original family name. The ******* website clearly described this scenario she can update name or board. She called in advance to MyTrip and Airlines about this, and wen to airport with passport, green card, and marriage certificate showing both married family name and original family name.She boarded the first flight of Air Premia, but was rejected for the connection flights, even though she shown all docs and website of the airlines that her case is okay to update the name.

  Business Response

  Date: 04/09/2025

  Dear Li,
  
  Thank you for your message regarding the order ************. 
  
  Upon investigating your reservation, we note that Ms. **** ** purchased this booking on 27th February 2025 from ***** to ***** via *******, with the operating airline Air China. 
  
  When purchasing a ticket via our website, it's clearly stated that the name on the ticket must be written in the exact same way as in the passport. The name provided during the booking process was Ms. **** ** and the same name should therefore be stated in the passport. We have successfully issued the ticket in the same way as the name was provided to us. 
  
  In our role as an intermediary, we cannot be held responsible for information stated on the airline's website nor the fact that your sister was denied boarding, due to the name on the ticket. As soon as the ticket was issued from our side, the binding contract was entered between Ms. **** ** and the airline. We would recommend you to contact the airline for further assistance, as no mistakes has been made by us as an intermediary. 
  
  We wish you a nice day. 
  
  Kind regards 
  Customer Relations team 
  ********************** 

• Initial Complaint

  Date:04/04/2025

  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 am writing regarding the refund for my cancelled flight with ****************. As per the information provided by both **************** and your agent, I was assured that I would be entitled to a full refund with no deductions since the flight was cancelled by the airline. However, I noticed that a deduction of $50 USD was made from the refund amount I ************* are the details of my booking for your reference:Booking/Order Number: ************ Original Amount Paid: ****** Refund Amount Received: ****** Deduction Made: $50 USD Date of Refund Processed: 18th of March Given that the flight was cancelled by the airline, I believe I am entitled to a full refund without any deductions. I kindly request that you review my case and issue the missing $50 USD.Please provide an update as soon as possible, and let me know if any further information is required to resolve this matter.Thank you for your prompt attention to this issue.

  Business Response

  Date: 04/07/2025

  Dear Ms. ************************* you for your message regarding your order ************. 
  
  Upon investigating your reservation, we note that you purchased this booking on 23rd February 2025 from ***** to ***** via ******** and a return, with the operating airline ****************. Your outbound flights were originally scheduled to depart on 25th March 2025 and the inbound flights was originally scheduled to depart on 28th March 2025. 
  
  On 17th March, the airline cancelled the flight from ***** to ******** and you contacted us on 18th March to cancel the entire reservation. In our role as an intermediary, we always need to follow the airline's rules for both voluntary and involuntary cancellation. In line with the airline's policy, the S4 tax on your ticket were non refundable, even for involuntary cancellations. 
  
  We have claimed the eligible amount back from the airline on 18th March and we have also mediated 921.02 USD back to your original form of payment on 18th March. Unfortunately, we as an intermediary cannot challenge the airline's policy or decision. It's also clearly stated in our Terms and Conditions, that a ticket includes different elements and this means that some parts may not be refundable. 
  
  9.3. Refunds
  9.3.1. Refunds are processed according to Service Provider Terms or policies. If You have a right to be refunded, your refund will be processed using the same form of payment as used to pay for the booking. Please note that air fares contain different elements and not all of them may be refundable, so even if You are eligible to be refunded according to the Service Provider Terms or policies, the refunded amount may not be exactly the total price paid for your booking.
  9.3.2. All refunds are paid from the applicable Service Provider and We, acting as the intermediary, have no influence over the Service Providers handling times.
  9.3.3. As an intermediary We will only process a payment refund where We have already received such from the applicable Service Provider.
  9.3.4. The total price of your booking will include the price of the Travel Service(s), any add-on products and our service fees. Any Service Provider add-on products are refundable only to the extent We have received relevant amounts in return from the Service Provider. Our own add-on products are generally non-refundable, unless You have not been able to utilise them due to our fault.
  
  The eligible amount, in line with the airline's policy, has already been refunded back to you and no additional refund is therefore possible to mediate from our side. 

  If you have any further questions, we remain at your disposal. 

  Kind regards
  Customer Relations team 
  **********************

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair 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.

  On March 5th, I was advised my flight was cancelled and I was offered to be rebooked with a nine-hour difference or offered a refund as allowed per the contract of carriage with ********. I contacted ************************** several times and was told a dedicated team is handling the refund. However, how dedicated can they be if it has been 25 days and I have not received notification confirming the refund. ************************** has already acknowledged that I am legally entitled to a refund, and I have contacted ******** who is stating the refund needs to be processed by **************************. The company is illegally holding onto the funds without releasing them back.

  Business Response

  Date: 04/01/2025

  Dear Mr. ************************** you for your message regarding your order ************.
  
  Upon investigating your reservation, we note that you purchased this booking on 21st February 2025 from **** to *******, with departure on 12th March 2025, with the operating airline ********* 
  
  On 5th March, ******** cancelled your original flight and offered you a new flight with departure at 11:25 instead of 20:15. We have successfully informed you about the schedule change made by the airline on 5th March via email. You have been offered to either accept the new flight offered by the airline or request to cancel the reservation. You contacted our customer service to cancel this reservation on 5th March. Our customer service escalated this to our internal support to contact the airline, as we always need to receive an authorization, to be able to claim a full refund on your behalf. We have contacted the airline and requested the required authorization, but we have not received the required authorization at this point. 
  
  We are currently waiting for the airline to reply to our email regarding the full refund authorization. We will take further actions from our side as soon as the airline has replied and provide you with an update regarding their decision. 
  
  If you have any further questions, we remain at your disposal. 
  
  Kind regards 
  Customer Relations team 
  ********************** US

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23137594
  
  I am rejecting this response because:

  The airline did not have a schedule change.  The original flight was CANCELLED and I was offered a nine-hour schedule change or refund as allowable per the Contract of Carriage with Gulf Air.  I selected to receive a refund the same day on March 5th promptly when advised.  In the documentation previously submitted, I was confirmed that I was legally entitled to a refund.  I have contacted support via chat agent and over the phone and am receiving the same generic response that their dedicated team is awaiting to hear from the airline.  I have contacted ******** which has stated the contradictory to ************************** and confirmed I am legally entitled to the refund due to the cancelled flight and only being offered to be rebooked on a flight with a nine-hour schedule change.  Here is the exact language from the Gulf Air:

  If Gulf Air cancels your flight, they are obligated to rebook you on the next available flight or offer a full refund. 

  It has been confirmed, the flight was cancelled, I accepted the offer for a refund and both Gulf Air and ************************** have confirmed my entitlement to such a refund.  It is hard to believe, the company ************************** has actually processed my refund or even contacted ******** when they understand and have acknowledged my entitlement to such refund.  I am asking for ************************** to process the refund as legally required per the contracts of carriage with Gulf Air.  It is clear and evident, ************************** is holding onto the funds a consumer is entitled to receive when no goods or services were rendered.

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

  Business Response

  Date: 04/07/2025

  Dear Mr ******, 

  Thank you for your patience and for bringing your concerns to us.
  
  We understand your frustration regarding the cancellation of your flight. After reviewing the details, we would like to clarify that, in accordance with the airline's policies, a flight cancellation is treated as a schedule change. ******** offered you the option of a refund, and you opted for it.
  
  Once we confirmed the return of funds to us, we promptly processed the full refund for your booking. We can confirm that the refund has been issued on 2025-04-02 and the funds should be visible to you within 5 business days, thus the matter has been resolved.

  As a result, your case is now considered closed.
  
  Should you need any further details or assistance, please dont hesitate to reach out.

   

  Best regards

  Customer Relations Team 

  ********************** 

  Customer Answer

  Date: 04/07/2025

   
  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.

  I do hope ************************** issues refunds to consumers in a timely manner moving forward instead of being deceptive and holding on too funds, in some cases up to a year.

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

• Initial Complaint

  Date:03/26/2025

  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.

  On January 7th 2025 I purchased a flight package through *********************** for ******** CAD for a rountrip to ******** ****** from ******* ******. On february 6th I was informed my return flight had been rescheduled, and that I would be able to cancel this portion of my trip and book another flight myself, but that as my return flight was booked alongside my departure flight as a package, that I would have to take my departure and arrive in ******** before I would be able to get a refund for the return portion of my flight. Then, on the VERY DAY of my departure (March 22nd), I got an e-mail from ************************ saying that now my DEPARTURE flight had been cancelled. I was then forced to book a more expensive flight than I had anticipated in order to make my appointment in ******** on time due to mytrip.com.They keep saying they will refund me for the ENTIRE trip over the phone and via their website chat messenger, but have refused to give me any confirmation via email to ensure that they actually intend on refunding me for my flight. On top of the ******** CAD owed to me, I am also owed ***** CAD for additional Airtransat baggage fees for a flight I never took. I also believe ************************ should be responsible for paying for the difference in cost of the advertised trip of ******** CAD, and the actual cost of comparable flights I was forced to take due to their scheduling issues, which came out to departure flight from ******* to ******** ******* CAD + ******* CAD = ******* CAD. I believe the difference of ****** CAD between the advertised flight and the flights I was forced to rebook should also be compensated by ************************ I look forward to any help you may be able to give me.

  Business Response

  Date: 04/01/2025

  Dear Mr. ******************* is in reference to the order number NNWHHN, for which you filed a complaint with this authority.
  
  We apologize for the situation,and we hope that by providing you with all the information, you will have more clarity regarding the booking.
  
  The airline, ******, has made two successive schedule changes on your booking. First, it moved your inbound flight from 28 March to 29 March. As per our communication records, you did not agree with this change and requested a refund of the affected part of the order.
  On 13 February 2025, the airline made a second schedule change to the booking, namely it moved your outbound flight from 22 March to 23 March. This change should have been notified to your by the system on that date.
  We note that you contacted us on the date of departure and requested a refund. You were informed that the order qualifies for the full refund and communicated you would revert to us. We cannot proceed to any cancellation and refund unless we have your specific consent.
  Since this order indeed qualifies for a full refund, we hereby inform you that we cancelled and the booking and will proceed accordingly. Please let us know if you need to be refunded int the original form of payment or into another account of your choice.
  In the latter case, for privacy purposes, given that the correspondence is public on this authoritys portal, we will send you another email to request your banking details.
  
  Best regards,
  Customer Relations Team
  **********************
  

  Customer Answer

  Date: 04/01/2025

   
  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.
  

  I am happy with the full refund being credited to the original payment method.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/21/2025

  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 had the worst experience in booking my flight with this company. I booked my trip from may 20 for a round trip flight from ******* to ****** for nov 16. I went to the airport based on my flight confirmation that I received on nov 16 looking for my airline Canada Jetline. After 4 hours of frantically going around the airport, a staff finally told me that the airline no longer exist. I had to rebook and spend another $350 cad and on top of this, my first day vacation was wasted and missed my whole itinerary losing another $250 cad for all excursions for the day.This company never informed me about the airline going out of business on August. I called their customer service asking to speak to a manager but nobody ever called me back. They sent me an email on nov 17 saying that they will try to get a refund from the airline. Then I never heard back and its already March. No response, no refund and not even a phone call or anything. I have never experience this and I am a well seasoned traveller my whole life. I will ensure that I share my experience with this company.

  Business Response

  Date: 03/27/2025

  Dear Mr. **************** is reference to your booking number N2P8TJ for which you lodged a complaint with this authority.
  Please allow us to apologize for the situation created. We will explain in detail our findings below.
  We note that you contacted us on 16 November 2024 stating that you were at the airport and could not take the outbound flight because it had been suspended.
  As we had not been informed by the airline Canada Jetlines that all their flights were suspended, we sent the case for investigation. Our ******************** initiated a chargeback with the airline for the amount of booking. The chargeback case was solved in our favor,and we obtained the amount of 164.44 USD. As a result, we remitted into your original method of payment the above amount on 24 March 2025.
  Please note that we had no knowledge whatsoever that the airline company filed for bankruptcy proceedings,as this information was not conveyed to us.
  We later on found out that the airline suspended its operation in August 2025.
  

  While we understand your frustration, we respectfully remind you that in accordance with our Terms and Conditions:

  
  12. LIABILITY
  ******** accept that We act as an intermediary between You and the Service Provider. We will under no circumstances be held liable with respect to *************** You have booked with one or more Service Providers.
  12.2.Should a Service Provider be unable to provide the ************** for any reason, including where a Service Provider declares for bankruptcy, We can only act as an intermediary and refund payments where we have already received such from the applicable Service Provider.

  We trust the above information clarifies our position and answers to your concerns.

   

  Kind regards,

  Customer Relations Team

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

   

• Initial Complaint

  Date:03/14/2025

  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.

  I am demanding the immediate refund of $156.97 for my canceled ************* flight booked via **************************. Booking Number: ************; Booking Date: Feb 8, 2025, 1:04 AM ET; Cancellation Date: Feb 8, 2025, 10:00 PM ET; Airline Confirmation Number: M3S4JY. I canceled directly with ************* within 24 hours of booking. Under the ********************************* (DOT) 24-Hour Rule, airlines must allow passengers to cancel a flight booked at least seven days before departure for a full refund if canceled within 24 hours. *** regulations also require third-party booking agents like ************************** to honor the airlines cancellation and refund policies when acting as an agent. ************* confirmed the booking was canceled within 24 hours and that a full refund was processed to the payment method Mytrip used to book the trip. Despite this, Mytrips representative Anjali F incorrectly stated that the airlines policy did not allow a refund. This is false. Since the refund was processed by *************, the funds are now with Mytrip, and there is no valid reason for the refund to remain outstanding. I have contacted Mytrips customer service three times, yet the refund has not been processed. I demand that Mytrip issue the refund to my original payment method within five business days from the date of this complaint. If Mytrip fails to comply, I will escalate this matter to the ********************************* and the ************************. I will also consider initiating a dispute with my credit card company and seeking legal action for failure to comply with *** regulations and breach of contract.

  Business Response

  Date: 03/18/2025

  Dear Ms. ************************ you for your message regarding your order ************. 
  
  First of all, we apologize for the delay in mediating your refund and any inconvenience this may have caused you. 
  
  We would like to confirm that we have received the refund back from the airline and we have now finalized the refund of 156.97 USD back to your original form of payment (see attachment). The refund was processed from our side on 18th March 2025 and the funds will clear into your account within 3-5 business days. 
  
  If you have any further questions, we remain at your disposal. 
  
  Kind regards 
  Customer Relations team 
  ********************** US

  Customer Answer

  Date: 03/19/2025

   
  Better Business Bureau:
  
  WOW I can't believe they ACTUALLY REFUNDED MY MONEY. Literally nobody thought this would happen! I thought they were never going to give me my money back.  They need to educate their employees on DOT regulation. I already reported them to the ****************** board as well as other consumer protection agencies since this is clearly a widespread problem. 

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