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Complaint Details
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Initial Complaint
02/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a ticket for my wife to go to ****** and return. She tested positive for Covid on the day of her scheduled flight and when she tested negative, she had to buy another ticket on the same airline and the travel agent will not refund the amount of her return ticket.Business response
03/02/2022
During the Covid Pandemic, each airline has had policies regarding the changing and refund of tickets. We, as travel agents ticket for the airlines, we must comply with their policies to assist our clients and avoid being penalized.
********************** wife contacted us to advise that she had tested positive for Covid and could not travel on her scheduled date.
The airline required proof of a positive and negative Covid test for ****************** to make the changes without fees or fare differences. To avoid paying any changing fee or fare difference, we requested that she provide us with the positive and negative Covid results when she was ready to travel.We received news of the positive test results, but did not receive the negative one. We communicated numerous times with ******************* and her nephew, that we needed them to send us the negative Covid test result to book the new travel date.
Unfortunately, it is the policy of the airline that tickets can only be changed without fee or additional collection when their requirements have been met and a waiver issued. ****** Government also requires a negative test result to fly into the ***.
It came as a surprise that the passenger had purchased another ticket and ****************** filed this complaint with BBB, rather than comply with the test requirements to use the original ticket. Before the complaint, they hadnt contacted us about buying a new ticket or requested a refund.
We were able to get a waiver authorization from **** Airlines, and a refund will be provided to the customer that corresponds to the amount of the unused portion of the original ticket.
I have personally contacted ****************** and advised him that the refund is going to be processed accordingly.
Best regards,
*************************
Globo Travel Tours, Inc.
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Contact Information
Business hours
Today,9:00 AM - 6:00 PM
MMonday | 9:00 AM - 6:00 PM |
---|---|
TTuesday | 9:00 AM - 6:00 PM |
WWednesday | 9:00 AM - 6:00 PM |
ThThursday | 9:00 AM - 6:00 PM |
FFriday | 9:00 AM - 6:00 PM |
SaSaturday | 9:00 AM - 2:00 PM |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.