ComplaintsforCWTSato Travel

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I am due a partial refund to my government travel credit card for an American Airlines (AA) flight ticket # 7984628548 in the amount of $339. 90. The original cost of the AA ticket was $680.89. The American Airlines return portion of the ticket was cancelled on 8/5/23 by a SATO representative and I was re-booked by a SATO representative on a different flight with United Airlines Ticket # 7986746690 for the cost of $779.20 charged to my government travel credit card. I was told the AA ticket would be exchanged and I would be refunded the total cost of the American Airlines ticket on 8/5/23. On 8/9/23 when I called SATO to ask for verification that the refund was completed, I was told that I had to contact American Airlines for a refund. I called SATO again on 8/14/23 to ask for a refund of the American Airlines ticket, I was only refunded $9.30 (see attachment). American Airlines has refunded me in the amount of $331.90 (see attachment), leaving a remaining $339.90 that should have been refunded by SATO. I also need documentation from SATO that a SATO representative cancelled the Return Portion of the American Airlines flight and rebooked me on the United Airlines Flight on 8/5/23 due to no connecting/layover flight to Norfolk being available via American Airlines after AA delayed the return flight multiple times on 8/5/23.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  BBB unable to locate business

  More info

  I have been reaching out to CWTSato for many months now. The problem with this company is their management. Management refuses to acquire more employees to take phone calls or answer emails. I have multiple testimonies from DOD active duty personnel trying to do business with this company and some member’s family lives depend on their good business. As a supervisor of many active duty personnel and a victim myself, it’s my obligation to get clarity and resolution on their lack of communication. The primary issue with this company is management’s inability to manage sufficient number of employees to provide customer service. As a result, it’s virtually impossible to ever speak to a real human being or communicate via email with them. In fact, I’ve never actually been in contact with an employee and many of my airmen say the same thing. As a consequence, airmen are forced to make travel arrangements which hurt their family. Not to mention the stress associated with 3 hour long phone-holds and the uncertainty on not knowing if the company will contact you back via email. This company is not serving its customers or living up to their mission. Furthermore, they are lying and dishonest about promises they make on their website.

*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. ↩