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:08/11/2025

  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.

  we were defrauded $ ***** by bookbyfare by billing us for additional airfare by stating the airline cancelled our reservation to ***** and we are required to "reinstate' the fare by sending the above amount which would then be refunded. Since then we have been delayed repeatedly, laying the blame on the airline when in fact they took the money. this company should lose their business license so that others will not be scammed. we intend to file on this case soon and contact local and national authorities to try to get justice.

  Business Response

  Date: 08/15/2025

  Dear Mr. ***************** sincerely apologize for the frustration and inconvenience caused by the delay in resolving your refund of US$ ********. We take this matter very seriously and want to provide clarity on the steps taken to rectify the situation.
  
  Airline Refund Process:
  * As communicated previously, ********** initiated a refund, but due to a miss-matched piece of the information (billing address), the funds were not successfully processed to us.
  * On July 31, 2025, our Managing Director, escalated this directly with **********, requesting they either:
  1. Reissue the refund to your card OR
  2. Send a paper cheque to our agency, which we will immediately forward to you.
  
  Next Steps:
  * A follow-up reminder was sent to **********, and we are actively pursuing their response.
  * We will notify you immediately upon receipt of their reply and take swift action to ensure your refund is completed.
  
  Our Commitment:
  * We regret any miscommunication regarding the refunds status and assure you this is not reflective of our standards.
  * While we initially cited a "billing address error" (July 11, 2025) to simplify a complex technical issue, we are committed to full transparency moving forward.
  
  Action Requested:
  We kindly ask for your patience as we work with ********** to resolve this. Our team will provide updates everytime we receive a response, until closure.
  
  Contact:
  For urgent queries, please feel free to use the contact below.
  
  Again, we deeply apologize for this experience and appreciate your cooperation as we secure your refund.
  
  Regards,
  **** ********
  Manager - Online Reputation Management
   : www.lookbyfare.com
  ? Support Team :************** / ************** (Call availability: 24 X 7)
  ? Direct Line : ************** (Call availability: ********* hours EDT)

  Customer Answer

  Date: 08/16/2025

   
  Complaint: 23729784
  
  I am rejecting this response because:
  I have received numerous excuses none of which turned out to be true. No more excuses will be believed. I will wait another 7 days then file with appropriate authorities.
  Sincerely,
  
  ****** ******

  Business Response

  Date: 08/16/2025

  Dear Mr. ***************** appreciate your response and understand your frustration regarding the delay from the airlines' end. We sincerely regret the ongoing inconvenience this has caused you and your family, and we want to reaffirm our commitment to ensuring this matter is resolved as quickly as possible.
  
  Current Status of Your Refund:
  As previously shared, our Managing Director has personally escalated this case with *********** refunds department, requesting either:
  1. Reissuance of the refund directly to your original payment method, or
  2. A paper check issued to our agency, which we will promptly forward to you.
  
  A follow-up reminder was sent to ********** as mentioned in our last response, and we are awaiting their confirmation.
  
  Addressing Your Concerns:
  We want to clarify:
  * At no point did we withhold or misappropriate your funds. The payment you made was to secure your reinstated tickets, and the refund delay stems entirely from the airline processing error (billing address mismatch).
  * We acknowledge that our initial communication oversimplified the issue, and we apologize for any confusion. Moving forward, we will provide full transparency, including sharing any correspondence from ********** with your permission.
  
  BBB & Legal Actions:
  While we fully respect your right to pursue this with the BBB or authorities, we hope to resolve this amicably without further escalation. Our goal is to ensure you receive your refund promptly and restore your trust in our service. We believe in providing you with facts about this matter and we have been doing the same.
  
  Immediate Contact:
  If you have further questions, please contact us directly using the phone and email contact below. We are here to help.
  
  Again, we will appreciate your cooperation as we work toward a resolution.
  
  Regards,
  **** ********
  Manager - Online Reputation Management
   : www.lookbyfare.com
  ? Support Team :************** / ************** (Call availability: 24 X 7)
  ? Direct Line: ************** / ************** (Call availability: ********* hours EDT)

• Initial Complaint

  Date:06/25/2025

  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.

  We (ourselves and the couple we cruise with) booked a cruise on Royal Carribean newest ship, "Star of The Seas" with, who we thought, was a Royal Carribean Representative and made downpayments of 6k each. We have traveled with *** for over 10+ years and NEVER used a travel agency. They did not identify themselves as a travel agency at all. We discovered on 6/18/25, while trying to make a payment to ***, that our booking was not with them but by lookbyfare!?!?! *** told us the ******** was the travel agency. I contacted them and they could not find our booking. The i cruise representative asked for the confirmation email, which I could not find. After searching for the ship name, I found the email from Lookbyfare dated 9.6.24. We had no clue because we didn't know we were speaking to an agency, so we didn't look for an email. The booking was on our *** online account so it just reaffirmed that we spoke to an *** agent. We figured we should start finishing our payments and that's how we knew we were with an agency. We were told by *** that in order to switch our booking to them we needed a letter of release from Lookbyfare. *************** actually had, I Cruise as the agency. I have contacted Lookbycruise several times (call, chat, email) since then with promises of hearing back in 48 hours, 2 hours. I have even been disconnected by the staff when asked what help I needed and responded with, A Letter of Release. I still don't have a letter. I have also asked to speak with a, "higher authority" who could assist me with my request and was told that I could not speak with them and that the staff can't speak to them only email them. This cruise is full, if we lose this cabin we may not get on the ship and we will have to pay a cancelation fee. *************** will only accept a Letter of Release from Lookbyfare and the letter has to be submitted by us, the customer. Thank you, ******

  Business Response

  Date: 06/29/2025

  Dear ******,
  
  Thank you for reaching out and sharing your concerns regarding your booking for Star of the Seas. We sincerely apologize for the confusion and frustration this situation has caused, as well as for the delays in resolving this matter.
  
  Upon reviewing your request, we would like to clarify that LookByFare does not have a standard procedure for issuing a "Letter of Release" as this is not a service we typically facilitate. However, understanding the urgency and requirement of your situation, we have escalated this matter to our suppliers and are actively working to obtain either the required document or an acceptable answer on your behalf.
  
  Please note that we previously submitted a request for the release and transfer of your booking, which was initially declined. However, we have reinitiated the request and are urging our partners to reconsider it.
  
  Next Steps:
  
  * Our team will provide you with an update within ***** working hours.
  * If approved, we will ensure the document is promptly shared with you so you can submit it to ****************
  
  We deeply regret the inconvenience this has caused and appreciate your patience as we work toward a resolution. If you have any further questions or need immediate assistance, please dont hesitate to contact us directly.
  
  Regards,
  **** ********
  Manager - Online Reputation Management
   : www.lookbyfare.com
  ? Support Team :************** / ************** (Call availability: 24 X 7)
  ? Direct Line : ************** / ************** (Call availability: ********* hours EDT)

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23518056
  
  I am rejecting this response because: Lookbyfare did tell me they sent a request to transfer to Royal Carribean but they didn't receive a response.  I contacted RC with this information and they told me that the only way I can transfer this booking to them is with a Letter of Release from the Customer and that they don't respond to the agency on this matter.  I then contacted Lookbyfare to tell them this information and all I got was push back regarding the proper way to handle the request was through their back office.  Is anyone there calling RC or if they are behind ICruise (this is who RC has listed as the agency-but again I contacted them and they say they don't have a booking for us).  RC has assured us that due to the transfer we can keep our cabins, andwe were told by the agent that the funds we paid would be transferred to RC.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/22/2025

  Dear Ms. ******************** you for your detailed update. We understand the critical importance of securing your Letter of Release immediately and appreciate you clarifying Royal Caribbeans (RCI) specific requirement that you must submit this document directly.
  
  Heres how well proceed together:
  Your Action (Recommended by RCI):
  
  Fill all sections using her booking documents.
  
  Email this letter DIRECTLY to RCI at ************************* with:
  Subject: "URGENT: LETTER OF RELEASE ****** ******"
  
  Call ********************* immediately after sending:
  ? ************** ************* Bookings" when prompted)
  
  Backup Email (CC for visibility):
  **************************
  
  Say: "Ive just emailed a Letter of Release for ****** ******. Please confirm receipt and cabin retention."
  
  Please mention the below. This aligns with their instructions and may expedite resolution:
  * Booking reference
  * Ship name: "Star of the Seas"
  * Cabin number(s)
  * Sailing date
  * Full traveler names
  
  
  Our Parallel Actions:
  
  Were escalating this to our highest-priority team, who will:
  * Get in touch with RCI directly today (using your booking details) to advocate for the transfer.
  * Re-confirm the status of your cabin hold and payment.
  
  Simultaneously, were urgently liaising with our backend partners to locate your booking and issue a pre-filled Letter of Release from our side. If you submit your own letter first, please forward us RCIs confirmation immediately so we can halt duplicate efforts.
  
  Our Apology:
  We deeply regret any confusion regarding processes and the distress this has caused your group. 
  
  For urgent assistance, please do not hesitate to contact our team.
  
  Regards,
  **** ********
  Manager - Online Reputation Management
   : www.lookbyfare.com
  ? Support Team :************** / ************** (Call availability: 24 X 7)
  ? Direct Line : ************** / ************** (Call availability: ********* hours EDT)

  Customer Answer

  Date: 08/01/2025

   
  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, because they have transferred the booking to Royal Caribben.  Thank you so much for your assistance in this very important matter.  In the future we will be more cautious to confirm that we are in fact speaking to the respective cruise agents directly.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/28/2025

  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.

  On May 23, 2025 I searched online for Southwest Airline flights one way from ******* to **********. A list of flights appeared and I selected one. This being the first time using ******************, I filled in the required information and purchased the ticket.I then received an electronic confirmation: Thank you for booking with Lookbyfare Disclaimer: We've received your booking and are currently processing your reservation with the airline(s). Your e-ticket will typically be issued within 4 to 24 hours. As soon as it's ticketed, we'll send it directly to your registered email.The ticket never arrived, ****************** had no record of the flight, and none of the reference or tracking numbers worked.I have filed a complaint with my credit card company asking for a full refund and canceled the card.I would like the account with Lookbyfare deleted, however, there does not appear to be an option for that.

  Business Response

  Date: 05/29/2025

  Dear Ms. ********************** you for bringing your concerns to our attention. Weve thoroughly reviewed your booking under Reference number *******, made on May 23, 2025, at 14:22 EDT and can confirm the following:
  
  Booking Confirmation & E-Ticket Issuance:
  * A confirmation email was sent immediately after your purchase.
  * The e-ticket was successfully issued and emailed to you at 15:30 EDT on the same day (attached for reference). 
  
  Airline Verification:
  * Weve verified your reservation directly with ****************** and we can confirm that it is fully confirmed in their system (screenshot attached).
  
  Next Steps:
  Since your booking is active and completely valid, we kindly request you to:
  * Check your emails spam/junk folder for the e-ticket.
  * Contact your credit card company to withdraw the dispute to avoid cancellation of your flight and forfieture of the amount.
  
  Account Deletion:
  * If you still wish to delete your Lookbyfare account, please connect with our support team via call or email and well assist you promptly.
  
  We regret any confusion caused and are happy to provide further assistance at ********************** or ***************** anytime.
  
  Regards,
  **** ********
  Manager - Online Reputation Management
   : ******************
  ? Support Team :************** / ************** (Call availability: 24 X 7)
  ? Direct Line : ************** / ************** (Call availability: ********* hours EDT)
  

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23390455
  
  I am rejecting this response because: the alleged e-ticket sent with this answer is different from the original sent on 5/23/2025, only the one sent in answer to this complaint have links that work.

  I repeatedly checked with ****************** to verify the flight with the Confirmation #!supplied by Lookbyfare and Southwest did not have a reservation. Therefore on 5/28/2025 I made a reservation through ***************** mobile app and called Southwest customer service who verified said reservation.

  I want the reservation claimed to be valid by Lookbyfare cancelled and a full refund of the ticket price and the account set up with Lookbyfare deleted.

  I have attached copies of both e-tickets sent by Lookbyfare.

  Neither of them are for the reservation verified through *******************

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

  Business Response

  Date: 05/31/2025

  Dear Ms. ********************** you for your response. We appreciate the opportunity to clarify the situation further and address your concerns.
  
  Key Points of Clarification:
  
  1. E-Ticket Issuance:
  * The initial email you received on May 23, 2025, was a booking confirmation, not the e-ticket. As clearly stated in that email (visible in the screenshot you provided), e-tickets are typically issued within 4-24 hours. As soon as it's ticketed, we'll send it directly to your registered email.
  * Your e-ticket was successfully generated and sent to your registered email at approximately 15:30 EDT on May 23, 2025 (a copy was attached to our previous response).
  
  2. ****************** Verification:
  * We verified at ****************** that your booking was valid and active in their system at the time of issuance (screenshot provided earlier).
  * We're surprised you did not contact Lookbyfare for clarification during the 5-day period between your booking confirmation (May 23) and your subsequent booking through ****************** app (May 28). Had you reached out to us, we could have resolved any confusion that was being born at your end immediately.
  * If Southwest initially couldn't locate your reservation, we're puzzled as to how they later processed a cancellation for it. This inconsistency suggests there may have been a verification error at their or your end.
  
  3. Cancellation & Refund Status:
  * Since you canceled the booking directly with ******************, any refund or credit eligibility is solely governed by *********'s policies.
  * We have no record of Southwest issuing a refund or travel credit for this booking, so we cannot process one on their behalf.
  
  4. Dispute & Account Deletion:
  * We've provided all documentation proving your valid purchase in our last response documented with BBB and are prepared to submit the same to our credit card dispute team, who are well-equipped to handle this matter with your financial institution.
  * We strongly recommend withdrawing your dispute and closing this complaint appropriately, as this would allow us to explore goodwill resolution options, such as a refund for you.
  * Regarding account deletion: We never store sensitive information. Its used by the customer once at the time of purchase. Your account containing only your flight details can be deleted once this complaint and the associated financial dispute are resolved.
  
  We hope we have clarified all points mentioned in your rejection. After careful review, we must note that the confusion in this case stemmed from your decision to contact ****************** directly rather than reaching out to Lookbyfare, the party through whom you made the original booking. By canceling directly with the airline without consulting us, you may have inadvertently forfeited any potential refund or credit.
  
  Our credit card dispute department has already received all relevant documentation and is fully prepared to handle this case. The evidence clearly shows your booking valid and properly processed, making this complaint factually baseless.
  
  We still remain available to assist you. For immediate support, please contact us at ***************** or [email protected].
  
  Regards,
  **** ********
  Manager - Online Reputation Management
   : ******************
  ? Support Team :************** / ************** (Call availability: 24 X 7)
  ? Direct Line : ************** / ************** (Call availability: ********* hours EDT)

• Initial Complaint

  Date:12/05/2024

  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.

  We had airline tickets to fly to *******, ******* in October 2024. With the hurricane approaching, flights were cancelled. I was notified that the flights we were scheduled to take were cancelled and that I would be getting a refund. We have not received the refund. Someone called me to tell me they needed my bank account number to provide the refund. I declined because that seems very fishy. I was then told to provide my mailing address for a paper check to be mailed. Upon doing so I still have not received the refund. I have emailed back and forth in order to have a paper trail and I have stopped getting responses. I threatened to get a lawyer to prove that this is not a legitimate operation and that is when I stopped hearing back via email. I am still waiting for a refund for flights that did not happen.

  Business Response

  Date: 12/06/2024

  Dear *******,
  
  Thank you for bringing this matter to our attention. After reviewing the details of your booking, we have observed that we have not yet received the refund from the airline. Nevertheless, we have requested the necessary information for refund processing and have received the details via email.
  
  To ensure that you receive your refund without unnecessary delay, we will require an approval from our management to process the refund for you. We can provide two methods for the transaction:
  
  *** Transfer: This is a secure and efficient electronic funds transfer directly to your bank account.
  ******: A widely used and trusted platform for online financial transactions.
  Both methods are reliable and will expedite the refund process.
  
  For the *** transfer, we would require the following details:
  
  Account Holder Name
  Account Number
  Routing Number
  Pax Address
  Bank Name
  Bank Address
  Please ensure that the information provided is accurate to avoid any potential issues with the transfer.
  
  If you opt for the ****** method, kindly provide us with the email address, phone number, and the name associated with your ****** account.
  
  Please note, it is imperative to not have any negative comments online in order to commence any operation on the booking. Our system has detected one which is still active. We recommend that you remove that comment for smooth processing. Alternatively, as discussed, if you would prefer not to do so, we will have to create exceptions that go against the standard procedure, which is a time-consuming process. 
  
  Please connect with us and let us know your preferred method of refund by writing to ******************** Do not hesitate to reach out if you have any questions or require further assistance. Thank you for your patience and understanding.
  
  Regards,
  **** ********
  Manager - Customer Resolution Team
  Lookbyfare
  Website: ******************
  Support Team: ************** / ************** (Call availability: 24 X 7)
  Direct Line: ************** / ************** (Call availability: ********* hours EDT)

• Initial Complaint

  Date:11/25/2024

  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.

  This company is the most shady company I have ever worked with! They lied to me originally about who they were, I thought I was working with *************** directly. The agent ***** screwed up the entire booking, listing my husbands name incorrectly, putting us in the wrong category of state room and then lying to me and telling me that he put us in the same state room that I had previously and canceled my originally booking that I had with ***************. He also canceled another state room that my son and his two friends were on and didnt even notify me that he had canceled that same room. I have made every effort to work with their customer service I have made no less than five different phone calls. I finally reached a supervisor named *******, who asked me if I understood English I assure you I do who told me he doesnt understand anything that Im saying to him and that he has to contact somebody else a third-party to cancel the booking and when I argued with him, he then told me that he was gonna charge me a penalty, and when I told him that I was never notified that there would be a penalty for canceling he told me that it was my booking and it was up to me to find out what the penalty was. The customer service is so unbelievable unbelievably terrible. I have never had such a terrible situation. It has resulted in me having to cancel my credit card completely. Somehow they still charged my credit card and Im having to contact the bank to have the charge reversed. I have invested at least five hours into this terrible situation. This company should not be able to ever handle anybodys money or deal with any travel arrangements. They will lie they will refuse to change or cancel anything they will mislead you. They will tell you any story they can to get you off the telephone And then when none of that works what they did to me was just hang up on me. I am still working to cancel my booking. I am still working to get charges reversed.

  Business Response

  Date: 11/27/2024

  Dear ******,

  I tried to contact you twice and left you messages on your voicemail box that you could refer to and contact us back.
  
  We have gone through your complaint and your reservation in question. In accordance with your Complaint and your desired resolution, we have initiated a refund of USD ****** to be processed to the original mode of payment, and would be credited to you within 7-14 working days, depending on the Financial Institutions.

  The refund was initiated on Nov 25th and the confirmation for the same is attached for reference.

  Thank you

  Regards,

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

   

   

• Initial Complaint

  Date:11/02/2024

  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.

  *****, the travel agent working in this company, was unethical in managing the booking. I called her to check if she has any discounted tickets from *** to ******. I told her that I have already booked Spirit and can cancel the tickets if needed within 24 hours of booking. She said her company has a good term with Spirit and she can take a look at my booking to see if she could do something about Spririt if she has to take longer to issue a ticket for me on her side. I shared my spirit confirmation code with her; immediately after that, she indicated the ticket was not confirmed. This is completely wrong, as I booked the ticket on spririt's website and received the confirmation email. However, when I checked online, I don't see this reservation anymore. This happens after I shared the confirmation code with *****. Then I called Spirit and found out that at 10:53 am the ticket was canceled upon a passenger's request. That's exactly the time when I shared my information with ***** and we were on the phone talking about the bookings. She refused that she canceled the flight, which is a lie. I can't believe she simply wants my business and could even cancel my reservation. This is just too sick! This is completely unethical that she canceled my flight with another airline without my authorization! Stay away from this company. They don't the the minimum business ethics.I do not have a booking number, but I have the booking confirmation that she was working on for me, although I told her that I would not proceed with the booking anymore, as I am not doing business with this type of company.Departure | Sun, Dec 22, 2024 *************** UA1054Economy EWR (**)CUN **************************** Sun, Dec 22, 2024 | 10:37 AMNon ************************ Sun, Dec 22, 2024 | 02:55 PM Return | ***, Dec 27, 2024 *************** UA1882Economy ****** (**)Cancun International Fri, Dec 27, 2024 | 05:00 PMNon ******************************** Fri, Dec 27, 2024 | 08:53 PM

  Business Response

  Date: 11/08/2024

  Hi team,

  We checked the related correspondence for the customer in question. and found that customer contacted us to confirm a reservation for 4 passengers, where her friend had booked a Group reservation for 12 other passengers. The customer - ****** **** called us and asked for the same flights and fares as confirmed by her friend, and was quoted a fare for the flights as for her friend - with United. She confirmed that she had requested for flights with Spirit already and wanted to be sure she was able to cancel her flights and not get charged for her *************** flights if she booked to travel with United through us.

  We checked her reservation and found that is was yet to be charged and ticketed and informed the same to her. With NO action taken from her on her Spirit and United flights, as she asked for the flights to be hold, she stated she would speak to *************** and contact us back. The next call she made to us was a Blame game with with Advising that we cancelled her flights with Spirit, which was completely untrue. We clearly informed the customer the customer that we would leave the Spirit reservation as it is as it was still to be ticketed and charged for and she could contact us back after speaking to *************** about her reservation. 

  We tried to contact the customer nd left her messages on her voicemail to resolve her complaint, however in vain as the customer neither answered to our calls nor responded to any. As we did not charge any amount to the customer and she had already cancelled her *************** Booking request, we have no source to remunerate the customer of her unduly claimed amount.

  Please suggest any further action required from our end.

  Thank you

  Regards,

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

  Customer resolution Team

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

   

  Business Response

  Date: 11/20/2024

  Hi BBB Team,

  We would like to confirm the status of this complaint as w had responded to it with complete details with an attempt to resolve it on Nov 8. We are yet to receive a response on the status of the complaint and would request to resolve and close it.

  Thank you

  Regards,

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

   

   

• Initial Complaint

  Date:10/30/2024

  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.

  I made a ticket purchase at lookbyfare and when I was going over the details I was concerned because I did not see a seat arranged for my friend that was flying with me. So I called them and they charged me an extra ************************************************************************************************ After I got my new confirmation after that payment it appeared to be the same. Concerned I contacted them again where someone assured me she had a seat next to me. So they literally charged me 57 dollars for no reason. I already had her seat in the beginning it just did not show it. I'm furious that they charged me and Extra 57 dollars when I already paid 126 dollars for our seat in the first place.

  Customer Answer

  Date: 10/30/2024

  As you can see my friend ******* has a dash on her seat chart which concerned me and then they charged me for no reason

  Business Response

  Date: 10/30/2024

  Dear Trinity,
  
  Thank you for bringing this matter to our attention.
  
  Upon receiving your complaint via the Better Business Bureau, we conducted a thorough review of your booking details. We observed that you made this reservation online on October 6, 2024, and selected the following preferred seats:
  
  ** Flight 2016 LAS - DEN for Trinity ***** - Seat 31F
  ** Flight 3376 DEN - MCI for Trinity ***** - Seat 31E
  ** Flight 3376 DEN - MCI for ******* *********** - Seat 31F
  
  For these three preferred seats, you were charged a total amount of USD 126.00.
  
  On October 7, 2024, at approximately 8:35 PM, you contacted us to request an additional seat for ******* *********** on Flight 2016 LAS - DEN, which had not been selected or assigned earlier. Our executive assisted you with this request, and the cost for the specific seat was USD *****. With your approval, this amount was charged, and the case was closed.
  
  We apologize if our previous communication did not effectively explain this process. To address your concerns and as a gesture of goodwill, we are pleased to offer you a Flexi travel credit voucher worth USD *****. This voucher can be used towards your next flight booking with *********************. Please find the conditions of this voucher below:
  
  ** It can be used towards your next booking, whether it is a flight, hotel, car, or cruise booking.
  ** It cannot be used towards any ancillary purchase.
  ** It must be used for travel completed by October 5, 2025.
  ** It can be used towards a flight booking with any airline of your choice.
  ** It can be used for any domestic or international route.
  ** It can be used by any of the passengers.
  ** It is specific to you as our customers and not for general public. Hence, it has to be used towards a booking over the phone.
  
  We hope that the information and resolution provided meet your satisfaction. Should you have any further questions or wish to accept this offer, please feel free to contact me directly using the contact information provided below.
  
  Thank you for your understanding and cooperation.
  
  Regards,
  **** ********
  Manager - Online Reputation Management
   : www.lookbyfare.com
  ? Support Team :************** / ************** (Call availability: 24 X 7)
  ? Direct Line: ************** / ************** (Call availability: ********* hours EDT)

• Initial Complaint

  Date:08/15/2024

  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.

  I used this company to book a flight for my father. They called and told me the flight was unavailable at the price of $137. They then wanted to sell me another ticket that was an additional $180. I refused that ticket, then they charged me a $25 cancellation fee. I paid the fee just to find out they charged me not only the cancellation fee but also the price of the flight anyways! *************

  Business Response

  Date: 08/29/2024

  Hi Team,

  We checked the customer's complaint details and contacted him to resolve his concern. he confirmed that he received the received the refund of USD ****** already and that amount is not a concern anymore. he wanted to get the cancellation fee amount refunded. We did check the possibility of the same and initiated the refund of the cancellation fee charged to him for USD *****. A text message was sent to him confirming the refund request submitting and the refund was initiated.

  His concern has been resolved and he also confirmed to close the complaint.

  Please advise any further assistance required..

  Thank you

  Regards,

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

  Lookbyfare Team

   

   

  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:05/22/2024

  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.

  Booked flight through: lookbyfare/cheapflightsfare who are ******** of ******** I booked my very FIRST flight on January 9, 2024 to attend my son's graduation on May 10, 2024 (did receive my conformation). May 10, 2024 I received an email saying I cancelled my reservation. I did not pay it any attention because the card number ended in 5219. Well I hit cancel on that email because I knew that wasn't my card number. I wasn't aware that they transfer your payment to their credit card neither did they make me aware of this procedure. As a result I lost ****** from that reservation flight #**N. I also found in strange that lookbyfare waited until May 8, 2024 to call me and let me know that I/my flight was cancelled. So I turned around and rebooked a flight that same evening at 7:35pm. This flight was cancelled 3:59pm on May 9, 2024 flight #****. In the cancelation email I was given the option to be refunded or use at a later date. I chose refund and the email stated to give 7 business days for refund. I checked my bank account on 5/21/24 for my refund. It wasn't there so I called and lookbyfare wanted to say that I cancelled the flight. I do have all my emails from them. Ironically I couldn't find the one stating that I would be receiving my refund. I even looked in my trash and spam for that email that somehow vanish, as if I never received it. That flight costed me $747.96 for the flight and bagging. I believe that these are very shady businesses and that I should be refunded for both reservations totaling $955.94. By the way, I ended up having to drive ***********, ** to *******, ** (5/9/24) for my sons graduation on May 10, 2024. NOTES: I've tried downloading emails sent to me but I can't unblock them. The screenshots are to big. Is there an email that I can send them too?Thanks for your help

  Customer Answer

  Date: 05/23/2024

  I have added proof of email correspondence with booking.  Please let me know if you do not get them.

  Customer Answer

  Date: 05/23/2024

  Proof of Ticket Purchase

  Customer Answer

  Date: 05/24/2024

  I want to add as much information as I can to show my honesty.  I sent you the itinerary they sent me for the replacement departure flight for May 9, 2024 at 9:54pm.  Not sure why they sent this to me 5/12/24.  This was the one they said I cancelled (I need to see that email proving that because they did not send me a copy).  The truth is that they gave ME the option to be refunded and I accepted (that's the email that has vanished, even after I star saved them).  I sent you the email from my son as prove that I was trying to get yet another flight.  But they only had one for 5/10/24 and that would make me late for the graduation.  This is so sad to me that an airline (or anyone) would treat you like this.  I even tried to catch the train and the person I spoke with tried to help find another flight because they are partners with Frontier.  When he looked he said they had a seat, and I said, but they cancelled mine.  I've learned a lot from this experience. 

  Business Response

  Date: 05/25/2024

  Hi Team,

  Upon receiving the customer complaint, we spoke to the customer today and understood her perspective of the complaint. she stated she booked 2 flights and both her flights were cancelled - she cancelled one and the Airline cancelled the other. We checked and found that we did not have any notification of the flight being cancelled from the airline.

  We spoke to the Airline about the flight cancelled and found that there was a Schedule change on the reservation and the Airline did not notify us or the customer of the change/ cancellation of the flights. We have got the refund initiated for both the reservations for the customer and the customer has been informed of the same, with the time taken to get the amount credited to her account.

  The customer concerns have been resolved with an assurance to assist her with any queries she might have.

  Please let us know incase of any further action required.

  Thank you

  Regards,

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

  Lookbyfare Team

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21748443
  
  I want to add as much information as I can to show my honesty.  I sent you the itinerary they sent me for the replacement departure flight for May 9, 2024 at 9:54pm.  Not sure why they sent this to me 5/12/24.  This was the one they said I cancelled (I need to see that email proving that because they did not send me a copy).  The truth is that they gave ME the option to be refunded and I accepted (that's the email that has vanished, even after I star saved them).  I sent you the email from my son as prove that I was trying to get yet another flight.  But they only had one for 5/10/24 and that would make me late for the graduation.  This is so sad to me that an airline (or anyone) would treat you like this.  I even tried to catch the train and the person I spoke with tried to help find another flight because they are partners with Frontier.  When he looked he said they had a seat, and I said, but they cancelled mine.  I've learned a lot from this experience. 
  
  Sincerely,
  
  **********************************

  Customer Answer

  Date: 05/28/2024

  Hello BBB,

  I spoke with ************************* on 5/26/24.  She was able to cut through the red tape for me and help me get back my refund for both flights.  I am also grateful to you for your assistance in this matter!  Life is hard sometimes and it's just nice when people try to do the right thing.  Thanks...

  Customer Answer

  Date: 05/28/2024

  I DO ACCEPT BOOKBYFARE RESPONSE.

  Business Response

  Date: 05/28/2024

  Hi Team,

  Upon receiving the customer complaint, we spoke to the customer today and understood her perspective of the complaint. she stated she booked 2 flights and both her flights were cancelled - she cancelled one and the Airline cancelled the other. We checked and found that we did not have any notification of the flight being cancelled from the airline.

  We spoke to the Airline about the flight cancelled and found that there was a Schedule change on the reservation and the Airline did not notify us or the customer of the change/ cancellation of the flights. We have got the refund initiated for both the reservations for the customer and the customer has been informed of the same, with the time taken to get the amount credited to her account.

  The customer concerns have been resolved with an assurance to assist her with any queries she might have.

  Please let us know incase of any further action required.

  Thank you

  Regards,

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

  Lookbyfare Team

  Business Response

  Date: 05/28/2024

  Hi Team,

  The refund has been initiated and would be credited to the Original mode f payment within 7-10 working days. The customer has been informed of the same.

   

  Thank you

   

  Regards,

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

  Lookbyfare Team

  Customer Answer

  Date: 05/28/2024

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

  Customer Answer

  Date: 05/28/2024

  THANKS AGAIN!

• Initial Complaint

  Date:04/01/2024

  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.

  Received Fraud Alert for a charge by this business. I "live chatted" with a very unhelpful CSR. After i told him i did not make this charge, they said "you made the charge" and would not reverse the charge. Also wouldnt give me any details about the transaction.I never even heard of this Co. Before this interaction.

  Business Response

  Date: 04/02/2024

  Hi Team,
  
  We checked the customer's reservation and found the flights were booked just yesterday, April 1 '24 on our website by the Card holder - ******************************* for herself, to travel from **************** - ************* to *** - ******* - *************, to fly out on April 24 and return on May 1. The flights were confirmed after a Verification was done for the customer, confirming the details of the card holder are secure.
  
  The email address updated on the reservation booked was ********************* and we had sent a confirmation email to the email ID provided. The customer was also sent a SMS on her Billing phone number - **************, which is the same as the number provided to the BBB.
  
  As per our records, the customer contacted us on our ************ and stated the charges were fraudulent, and she did not book this reservation, through Lookbyfare and she had not heard about us before. As per process and to keep the customer's data and flights secure, we asked her to contact us over the phone, to be sure we are speaking to the customer herself, before we cancel the reservation. This is to make sure, a Genuine customer does not lose upon a Discounted fare, as the fares are Dynamic in nature and might go higher if she wished to book them again. The customer did not contact us over the call, and instead opted to contact the BBB.
  
  We tried to contact her today and got rolled over to her voicemail, and left a detailed message for her to refer to and contact us. This is to add that the Card used by the customer is a Navy federal card bank. Understanding she might not be able to contact us as she mentioned to us yesterday that she is deployed out the country, we have initiated a cancellation of her flights, with a full refund to be done.
  
  The refund would be credited to her card anytime within 7-10 working days. 
  
  Thank you
  
  Regards,
  *************************
  Customer Resolution

  Customer Answer

  Date: 04/02/2024

  Thank you!

  Received a call from the bank, that this transaction was cancelled, and refunds returned.

   

  Customer Answer

  Date: 04/03/2024

   
  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,
  
  ***