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: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:11/21/2024

  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.

  Sept 7, 2024 I booked a return flight from ******* ******* World vacation) to *********, from lookbyfare for me, my 2 daughters & 5 grandchildren. All were so excited, about ***************** We were traveling on October 7, 2024, returning on Saturday, 10/12/24, SW flight Booking Ref ******* from lookbyfare. A total of 8 seats SW in the amount of $2,135.44. Unfortunately, hurricane ****** was heading towards ***************, ****** during this time. ************* closed. We were told no one should drive or fly to ******* area. So I cancelled ****** & got refund & called to cancel lookbyfare reservation on 10/8/2024 Tuesday at 2:31 pm & get a refund for my reservation for 10/12/24 booked by lookbyfare. I asked for cancellation # or name & was given "****" on this date. They said they would send email letting me know when I would receive. They (lookbyfare) will follow SW protocol. I Received nothing. I have called numerous times & waited hours. Each time a different story. I have nothing in emails that they are working, I only get some untrue information. I have dates of talking with with this company & being on hold hours. Waste of time lies. Per SW, their policy is to refund money during a catastrophic event (hurricane). Lookbyfare said SW denied refund & credits, SW, said they (lookbyfare) did not cancel. Today, 11/21/24, Lookbyfare said they maybe can give a credit because SW is giving them one, but it can be only used thru them. Lies again, difficult, *****************. I would like a refund & never use this company again. I would advise people to beware. Their business practices do not seem legal or legit & extremely rude. Not sure how they are staying in business. I want a refund for $2,135.44

  Business Response

  Date: 11/30/2024

  Dear *****,
  
  Thank you for bringing this experience to our attention. While checking on the reservation details for your Southwest flights, we did not notice that the flight status had not changed for your reservation. There was no Advisory released by the ******* for a full refund and the Ticketing are available to be used in future. The ******* confirmed that as per their policy and advisory, for **********************, they provided a Future credit for the flights to be used until 1 year from the date of issuance. 
  
  We understand that there may have been some confusion regarding the Refund policy for ***************** during the Hurricane ******, as ************* did issue refunds, however the Policy and the decision may vary as per the airlines. We would like to confirm that we did recheck for any refunds possible on your reservation, however as per the Airline, they issued Future credit for reservations that were unused. Please also allow us to explain that the Airlines only allowed to issue refunds on flights directed to or enroute ******
  
  In light of your experience and to demonstrate our commitment to customer satisfaction, Lookbyfare, would be glad to assist you using the credit and rebook your flights. We tried to contact you on your phone to discuss this case, however got rolled over to your Voicemail and left a message for you to refer and contact us back.
  
  Please feel free to reach out and we would be happy to assist you rebook flights using your credit for you.
  
  Thank you
  
  ****** ******
  LookByFare Team

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22589787
  
  Dear *****,
   
  After I received you letter, I spoke with ****** ****** of Lookbyfare on 12/2/24.  She was nice, apologized for everything, she said she was embarrassed how i was treated & she would be listening to recorded calls & did notice that there was quite a few. She felt confident that we could come to some sort of agreement. She stated that she would get back to me in 24 hours. She did not.
   
  I called today, 12/9/24, at the number she left, **************. She was not there today. "Marcelous" said he would assist me. He told me that I have a credit for full amount $2,135.44. He stated that I could go thru Lookbyfare or Southwest direct. I told him to send this information to me by email with refund numbers. He said that he could not, but ****** can do tomorrow.
   
  I called Southwest direct, they do have a credit, but that it is under Lookbyfare. Southwest cannot do anything through me.
   
  Interesting to note, this company has never told me the truth.  Also, not only did they charge me double the amount what they paid per ticket, they will also get a credit on this cancellation. This does not seem right or fair.  Anything you could do to help or assist me would be most appreciated.
   
  Thank you,
   
   
  ***** *****
  
  

  Business Response

  Date: 01/11/2025

  Dear *****,
  
  Thank you for providing your perspective regarding this case.
  
  We would like to highlight from our previous correspondence that we have confirmed with the airlines that the policy dictates the issuance of a travel credit rather than a monetary refund for your ticket numbers. I understand that this may not be the ideal resolution you were hoping for, but it is important to note that these policies are established by the airline and, as an online travel agency, we are obligated to adhere to them.
  
  The travel credit you currently hold can be easily utilized for future travel with ******************. To take advantage of this credit, you simply need to reach out to us directly, and our team will be more than happy to assist you in booking your next flight. We want to ensure that you have a smooth experience, and we are here to guide you through the process.
  
  It is also essential to remember that any tickets booked will be subject to the airline's rules and policies. This includes aspects such as cancellation policies, change fees, and availability. We truly value your understanding and cooperation in this matter. If you have any questions or need further assistance regarding the travel credit or booking process, please do not hesitate to reach out. We are here to help you and ensure that your next travel experience meets your expectations.
  
  Thank you once again for your patience and understanding. We look forward to helping you arrange your future travel with *******************
  
  Regards,
  **** ********
  Manager - Online Reputation Management
   : www.lookbyfare.com
  ? Support Team :************** / ************** (Call availability: 24 X 7)
  ? Direct Line: ************** / ************** (Call availability: ********* hours EDT)
  
  
  

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22589787
  
  I am rejecting this response because: I still do not have anything in writing stating what credit amount is, rules to use, credit number, & fees attached.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/14/2025

  Dear *****,
  
  Thank you for reaching out to us and sharing your perspective regarding your travel credit. We are committed to providing you with the support you need, and you can always reach out to us at any time.
  
  I will address each of your inquiries in detail to ensure you have a comprehensive understanding.
  
  1. **Credit Amount**: The total credit amount available for your booking stands at US$ ********. This amount can be applied to future travel with ******************, providing you the flexibility to plan your next trip.
  2. **Rules for Usage**: Youll be pleased to know that the travel credit is valid for any ****************** flight booked through Lookbyfare. We understand that travel plans can often change, and you have the freedom to choose a different routing than your original itinerary. Please note that when you decide to rebook your flight, we will assess any fare differences and applicable penalties at that time. Additionally, this travel credit must be utilized, and travel completed, by September 6, 2025.
  3. **Credit Number**: Regarding your travel credit details, it's important to clarify that all travel credits within the industry are managed under ticket numbers that belongs to each passenger. All your ticket numbers are associated with Booking ID: *******. Therefore, you can consider your booking ID as your credit number for future reference when you decide to utilize this credit.
  4. **Fees Attached**: As you plan your next booking, please keep in mind that there will be a service fee that ranges from US$ ***** to US$ ***** per passenger. This fee will be finalized at the time of rebooking. Moreover, we will also look at the non-refundable taxes from your original booking to determine whether they can be applied to your new flight.
  
  We hope this detailed response has addressed your questions thoroughly. We strive to provide clarity and assistance, and it is our goal to ensure a smooth experience for you. Should you have any additional questions or require further clarification on any aspect, please do not hesitate to reach out to us directly at [email protected].
  
  We look forward to assisting you further and hope to help you accordingly.
  
  Regards,
  **** ********
  Manager - Online Reputation Management
   : ******************
  ? Support Team :************** / ************** (Call availability: 24 X 7)
  ? Direct Line: ************** / ************** (Call availability: ********* hours EDT)

• Initial Complaint

  Date:11/20/2024

  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 went onto the lookbyfare.com website and purchased two tickets to ********* from ********** and find out that they took an extra commission of 145 dollars from the original price of the ticket. They called this taxes but this was not the case. I try to cancel the tickets that were purchased and they end up accidentally charging me another 145 dollars and claim theyll give that refund. I told them I dont want the tickets at all from them because Ive been overcharged and they denied my request, only offering to give me the 145 extra they stole. This site needs to be shut down and I want to get a refund. The price of the tickets are about 130 max each and I got an extra 145.

  Business Response

  Date: 11/21/2024

  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 to 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.

  The refund was processed under transaction ID - ********* under the Confirmation number - 2213397. Attached is the screen shot of the refund done on Nov 19.

  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:08/30/2024

  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.

  Called on Aug 29, 2024 to utilize flight credits. After speaking to an agent I was instructed to call ******************* because they could no longer book the flight for another day. So I called ******************* on Aug 30, 2024 and was told that the funds for the ticket was still with the travel agency and it shouldn't be a problem for ************ to release the funds on the ticket so the I could schedule a new flight for a different day. So I called Faresonfleek back shortly after and after being placed on hold several different times during a 46 minute long call, I was told by the agent that the funds were on ******************* and that it would take sometime to clear up the problem but he sent an email to the concern team and after ********** responds my ticket would be extended and the new flight would be scheduled, meanwhile they wanted my new dates to schedule my flight. Please refund me or release the funds for the flight so that I can just book with *******************.

  Business Response

  Date: 12/18/2024

  Dear Vorocker,
  
  Thank you for bringing this matter to our attention.
  
  We have thoroughly reviewed the details of your booking and carefully studied your complaint under ID ********. Here is a summary of our findings:
  
  Booking Details:
  
  * Booking Date: August 31, 2023
  * Ticket Issuance Date: August 31, 2023
  
  Timeline of Events:
  
  * You contacted us for a change within the 24-hour period, and the change was processed with only the fare difference applied.
  * On September 27, 2023, you contacted us to cancel the booking due to your wife's health condition. You were informed of the airline policy and offered a future credit of USD ******, valid for one year from the ticket issuance date, to be used by August 30, 2024, with your agreement.
  
  Further Actions:
  
  * You contacted the airline on August 30, 2024. We are not aware of the actions taken by the airline, but the information provided to you stating that "funds for the ticket were still with the travel agency" was inaccurate.
  * Any exceptions to the policy, including the extension of future credit or refund, are dependent upon the airline's discretion.
  
  We appreciate your understanding and patience in this matter. Please let us know if there are any further details or actions required from our end.
  
  Regards,
  ***** *******
  Manager - Online Reputation Management
   : ********************
  ? Support Team : ************ (Call availability: 24 X 7)
  ? Direct Line : ************ (Call availability: ********* hours EDT)

  Customer Answer

  Date: 12/19/2024

  So what would be my next step because I wasn't able to reach anyone else on the said date of Aug 29 - 30, 2024 to book a flight with the $297. So parts of your statement is valid but not fully accurate. How do we continue to reach a satisfying result? Secondly are you stating that the airline should refund me or have the funds for the extension. And can I expect a quicker response this time?

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22221135
  
  So what would be my next step because I wasn't able to reach anyone else on the said date of Aug 29 - 30, 2024 to book a flight with the $297. So parts of your statement is valid but not fully accurate. How do we continue to reach a satisfying result? Secondly are you stating that the airline should refund me or have the funds for the extension. And can I expect a quicker response this time?
  
  Sincerely,
  
  Vorocker ******

  Business Response

  Date: 01/16/2025

  Dear Vorocker,
  
  Thank you for informing us about your perspective.
  
  Please allow us to address your questions in a proper order:
  
  Question: So what would be my next step because I wasn't able to reach anyone else on the said date of Aug 29 - 30, 2024 to book a flight with the $297.
  Answer: According to the airline policy, as you have not utilized the credit within the provided time, it should be forfeited. However, as suggested in our last response, any exception to the airline policy can only be made by the airline. Therefore, you should contact the airline directly.
  
  Question: How do we continue to reach a satisfying result? 
  Answer: As mentioned in our last response, any exception to the airline policy can only be made by the airline. Hence, you should contact the airline.
  
  Question: Secondly are you stating that the airline should refund me or have the funds for the extension
  Answer: Since you are going against the policy, it will depend on the airline's discretion whether to refund, extend your credit, or reject the same.
  
  We hope this clarifies your concerns. Should you have any further questions or require additional assistance, please do not hesitate to contact us.
  
  Regards,
  ***** *******
  Manager - Online Reputation Management
   : ********************
  ? 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:08/14/2024

  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.

  On October 05, 2023 I purchased a ticket from ********** to ******. I paid ******* for ticket, ****** for refundable insurance (two options was offered: one with 80% of refund, and other full refund, which I purchased, including Covid-19 coverage).Before the flight, I tested positive for Covid and called right away to Lookbyfare representative. I was told to file the insurance claims immediately. Next day my husband was admitted to the hospital with heart attack. After I submitted the refund form, I was waiting for a refund, only to find out that I have to submit the proof. I did. Six or seven months later, I was told that they dont receive anything and I have a credit for 1200+ dollars. I understand that company overcharged me for a insurance coverage, but also not refunding my moneys

  Business Response

  Date: 08/15/2024

  Dear ********,
  
  We hope this message finds you in good health. We are writing to follow up on the concern you presented via this complaint through the Better Business Bureau, related to your booking made on October 5, 2024. As per our records, you opted for a comprehensive insurance that allows for a 100% claim in case of unforeseen circumstances, which was successfully integrated with your booking.
  
  On October 13, 2024, we received your communication regarding your diagnosis with COVID-19. In line with the terms of your insurance, we advised you to initiate a claim with the insurance provider and provided you with the necessary guidance on the procedure. The insurance company requires certain documentation to process your claim, which is a standard procedure to ensure the validity of all claims.
  
  Furthermore, we were saddened to learn about your husband's hospitalization due to a heart attack the following day. Please accept our heartfelt sympathies. Rest assured; we are committed to supporting you throughout the claims process. To proceed, we kindly request that you submit the required documentation to the insurance provider as soon as possible. This will enable them to verify your claim and increase the likelihood of a swift approval.
  
  We understand that this is a difficult situation for you, and we want to assure you that our team is here to provide assistance at every step. Please keep us informed about the status of your claim, and do not hesitate to reach out if you need any further help or clarification.
  
  We are looking forward to your prompt action on this matter.
  
  Regards,
  *************************
  Manager - Online Reputation Management
   : www.lookbyfare.com
  ? Support Team :************** / ************** (Call availability: 24 X 7)
  ? Direct Line: ************** / ************** (Call availability: ********* hours EDT)

  Customer Answer

  Date: 08/17/2024

  Hello there. Please be advised that company representatives denied that test results have been received. Also company was offering a company credit, not a refund  for some reason.

  Customer Answer

  Date: 08/17/2024

  Hello there. Please be advised that company representatives denied that test results have been received. Also company was offering a company credit, not a refund  for some reason.

  Customer Answer

  Date: 08/17/2024

  Hello there. Please be advised that company representatives denied that test results have been received. Also company was offering a company credit, not a refund  for some reason.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22144535
  
  Hello there. Please be advised that company representatives denied that test results have been received. Also company was offering a company credit, not a refund  for some reason.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/19/2024

  Dear ********,
  
  Thank you for your response. As per your response it seems that more clarity is required regarding the insurance claim process. Please proceed to submit the necessary documentation directly to the insurance provider. This is a standard procedure and essential for the validation of your claim.
  
  We hereby confirm that the future travel credit was offered from our end to the customer as per the rules and conditions of her ticket. But as there were provisions in place for unforeseen circumstances because of the travel protection you purchased, the same was informed to you.
  
  Furthermore, we request to ensure that all documentation is submitted promptly to facilitate a quick review and resolution of your claim, if you have requested the same. I am hopeful that the insurance provider will process your claim without any delays. Our assistance in this matter is always with your and we look forward to a positive outcome.

  Please feel free to connect in case of any doubts or queries.
  
  Regards,
  *************************
  Manager - Online Reputation Management
   : www.lookbyfare.com
  ? Support Team :************** / ************** (Call availability: 24 X 7)
  ? Direct Line: ************** / ************** (Call availability: ********* hours EDT)

  Customer Answer

  Date: 08/20/2024

  Your response is not correct. All information was emailed to you. Your representative claimed that nothing has been received ( Covid papers) I followed your employee instructions.. attached the proof that its has been downloaded. I never talk to insurance and dont even know who is an insurance provider is ( information like I received from other companies). I have no information from you have you calculated the amount of credit, what penalty I paid and why its not refunded. If purchased insurance for a protection of my trip, and you are offering that to the customers, I am very concerned about they refund ratio. 

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22144535
  
  Your response is not correct. All information was emailed to you. Your representative claimed that nothing has been received ( Covid papers) I followed your employee instructions.. attached the proof that its has been downloaded. I never talk to insurance and dont even know who is an insurance provider is ( information like I received from other companies). I have no information from you have you calculated the amount of credit, what penalty I paid and why its not refunded. If purchased insurance for a protection of my trip, and you are offering that to the customers, I am very concerned about they refund ratio. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/16/2024

  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 purchased two round trip tickets through lookbyfare.Com on July 4th, 2024. On July 7, I got notification that the flights were cancelled. I called the airline first; the airline told me that the transaction was declined due to being fraud. I was instructed to call the third party. I asked for the last four digits of the card used for the flight, it was not mine. ******* said sometimes third parties will charge your personal card, use their card to book the flight and then cancel it because its fraud. Hence, taking my money. The total amount was $291.96. On 7/8 is when I called both the airline and lookbyfare.com. When speaking with a representative from lookbyfare they said they would refund the money within in ten days. I have not received any refund to my account as of this point. 7/16/24.

  Business Response

  Date: 07/21/2024

  Dear ******,
  
  I hope this message finds you well. I am writing to address the concerns you raised through the Better Business Bureau regarding the cancellation of your flight bookings and the subsequent communication and refund process.
  
  Firstly, I would like to extend my sincerest apologies for any inconvenience this situation may have caused. Upon reviewing your case, it appears that there was a misunderstanding at the airline's end regarding the booking process. It is indeed a standard practice in the travel industry to use a travel agency card for reservations, which allows us to secure commissions and maintain accurate records. Unfortunately, the cancellation of your tickets was an unforeseen event that took us by surprise as much as it did you.
  
  I want to assure you that we have been diligently working on resolving this issue since we were notified of the cancellation on July 8, 2024. We immediately connected with the airline to request a refund, and I am pleased to inform you that we have now received confirmation of the refund being processed. It has been directed to your original form of payment as of July 19, 2024. We understand the importance of timely communication, and I regret if our previous messages did not convey the situation as clearly as they should have.
  
  Furthermore, I would like to clarify the refund process for your understanding. Our Accounts Team has instructions to complete the transaction within ***** working hours, and we anticipate that the funds will be reflected in your account within 7-10 business days, depending on your financial institution's procedures. We appreciate your patience and understanding as we work to resolve this matter.
  
  Should you have any further questions or require additional assistance, do not hesitate to contact me directly. Thank you for your continued trust, and we look forward to serving you under better circumstances.
  
  Regards,
  *************************
  Manager - Customer Resolution Team
   : **************************
  ? Support Team :************** / ************** (Call availability: 24 X 7)
  ? Direct Line: ************** / ************** (Call availability: 1100-2000 hours EDT)

  Customer Answer

  Date: 07/22/2024

  At this time I am not satisfied due to not showing any refunds into my bank account. I told the manager on the phone I would not agree to being studied until I have every ***** of the transaction back into my account. They said it was refunded in two transactions and the one was showing complete but I have gotten nothing so far. Once I receive confirmation from my bank in reference to the full refund I will update my response. I just did not want it to time out. 

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21999602
  
  At this time I am not satisfied due to not showing any refunds into my bank account. I told the manager on the phone I would not agree to being studied until I have every ***** of the transaction back into my account. They said it was refunded in two transactions and the one was showing complete but I have gotten nothing so far. Once I receive confirmation from my bank in reference to the full refund I will update my response. I just did not want it to time out. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/23/2024

  Dear ******,
  
  Thank you for presenting your perspective. We are writing to confirm that, as per our previous correspondence, we initiated the refund request with the airline on July 8, 2024. We are pleased to inform you that the refund has been successfully processed on our end as of July 19, 2024.
  
  Our Accounts Team was instructed to complete the transaction within the next ***** working hours. Based on standard banking procedures, we expect the funds to be reflected in your account within 7-10 business days. We understand that the timing may vary slightly depending on the specific policies of your financial institution.
  
  To provide further clarity and update, we wish to reiterate that the refund was successfully processed by our team on July 22, 2024. As previously mentioned, the funds should appear on your bank statement by August 5, 2024, at the latest. This date represents the maximum time frame of 10 working days. However, we are optimistic that the refund will be reflected in your account well before this date.
  
  We appreciate your cooperation and are here to assist you with every step. Should you have any further questions or require additional assistance, please do not hesitate to contact our customer service team.
  
  Regards,
  *************************
  Manager - Customer Resolution Team
   : **************************
  ? Support Team :************** / ************** (Call availability: 24 X 7)
  ? Direct Line: ************** / ************** (Call availability: 1100-2000 hours EDT)

  Customer Answer

  Date: 07/24/2024

   
  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. Although, I will not be using this company in the future, as they mentioned, it often happens that customers have their tickets cancelled in the same fashion as mine which caused a major disruption to my plans. It was a lot of back and forth to received the 100% refund amount.
  
  Sincerely,
  
  ***********************