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:08/16/2024

  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 purchased three tickets from Alanita Travel on 03/31/2024 with the Booking Reference numbers:Alanita Booking ref : 2QLKQU Delta Airline Booking Reference : HMA6U9 My inbound travel to ***** on June 1st, 2024 completed without any issues.Delta airlines changed my Itinerary and re-issued my tickets on July 8th, 2024 for my return travel to USA. Alanita Travel schedule change team never informed me with the new confirmed itinerary with the new flight information. I never received an email from Alanita Travel or ************** with the new confirmed flight schedule. I went to board at my normal *** flight time at 3:55 AM at ************* according to my original confirmed issued ticket on July 21st for my return travel to ***. The ticket agent at the *** counter told me my ticket was re-issued to travel on Air France flight which already left at 12 mid night. Due to this changed flight without informing me, I missed the flight. I spent two nights in *********** with my family and booked other one way ticket to travel back to US and also missed two days work due to Alanita Travel negligence with all the pain and suffering. I spent $5000 for my return flights. I requested to refund $5000 which I spent on my return flights to ** and Alanita Travel refused.This complaint is for Alanita Travel to refund $5000 which I spent on other airlines for my return flights to ***.

  Business Response

  Date: 08/16/2024

  Dear BBB,
  
  After carefully reviewing the customer's complaint, we have determined that the allegations are unfounded.
  
  On June 8, 2024, we received a schedule change alert from the airline, resulting in a reduced connection time in ********* to an invalid 55 minutes. The following day, June 9, 2024, we promptly notified the customer of the change and provided them with a new itinerary to accommodate the involuntary schedule change. The customer confirmed acceptance of the new itinerary via email before we proceeded to work with the airlines to reissue their ticket accordingly.
  
  Please find the attached email acknowledgement given by the customer for the changed itinerary.
  
  

  Customer Answer

  Date: 08/16/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  They sent a fake email that the return flight schedule has been changed on June 7th. That was really never changed until July 8th. I attached the total conversation of that email chain. I also attached my schedule and itinerary on July 7th. I checked my schedule on Delta Manage my trip and emailed myself the itinerary July 7th. You can see that email. Whatever Alanita schedule change was saying that never happened until July 8th. You can see in that email chain, I was asking them many times about the change they were saying never happened. I also called them many times until July 7th when I was in ***** asking them about this schedule issue. The last time I checked my schedule on Delta was on July 7th and it was still showing the old itinerary and I also talked to ********************** on July 7th. ***** told me it is not possible to change my flight from *** flight to Air France flight and I have to go whatever the itinerary it was showing that day July 7th.

  When ***** told me that then I assumed that is my final itinerary and stopped checking my itinerary after that July 7th. Delta really changed my schedule and reissued new tickets with the new itinerary on July 8th and informed Alanita Travel about that Change on July 8th. Alanita travel never sent me an email when Delta actually reissued my tickets on July 8th with the new itinerary. Since I bought my flight tickets from Alanita, Delta also never sent email with the schedule change.

   

  Regards,

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

   

   

  Business Response

  Date: 08/20/2024

  Dear BBB,
  
  In our previous communication and as confirmed by the client, we did indeed send an email to the passenger on June 9th regarding a schedule change. Once we received acknowledgment, we proceeded to work with the airlines to rebook passengers affected by the involuntary change. Because the itinerary involved multiple airlines, we had to coordinate with them to obtain a waiver code and official confirmation to prevent any potential future Agency Debit Memo (ADM).
  
  We are unclear about the accusation of a "fake email" made by the client in this situation. As the *** was issued by us, it is our responsibility to ensure tickets are reissued in accordance with the acknowledgment received and the passenger was informed accordingly. In cases where clients are liaising with both airlines and agencies, we may not have full visibility on the communication happening with each party.
  
  Regarding the client's concern about Air France flights not being offered as an option for re-protection due to a Delta flight schedule change, we recommend verifying this directly with the airline or to include them in this conversation. If the client received confirmation that Air France was not available, they should seek clarification from the airline on why & how their ticket was reissued with the option that was initially deemed not possible.
  
  
  We have also stated clearly in our terms and conditions where the client has accepted and done the payment.
  

  
  ?All the Passenger(s) are advised to contact/clarify/reconfirm with the Airline regarding your Special requests/allowances like Baggage(s), Seat(s), Bassinet seat(s), Meal(s), Wheel Chair, miles credit or any type of special request within 48 to 72 hours prior to the departure. Alanita travel will not be responsible, if miles are not credited to airline or credit card mileage programs. All the International Flights must be re-confirmed with the Airline, 48 to 72 hours prior to the departure.
  ? Alanita Travel does not assume responsibility for seat(s) allocation, bassinet confirmation, meal(s) assignment, baggage allowance(s) and fee(s), wheel chair, frequent flyer/miles program, transit/travel requirements schedule change/flight cancellation, any recent charges imposed by the airline or any other unforeseen acts or by a force of natural catastrophic events such as avalanche, earthquake, flood, forest, fire, hurricane, lightning, tornado, tsunami and volcanic eruption etc.
  ? Alanita Travel will not hold any responsibility for and will not compensate passengers for travel related special requests (as said above...) caused by matters beyond our control, overbooking and or changes/rules made by Carriers/Airlines/Operators,etc.
  

  
  

  Customer Answer

  Date: 08/23/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  You are saying you are not going to send any schedule change notifications from airlines to your clients.
  Your clients have to find out on their own by reconfirming the itinerary three days before. 
  
  By simply adding a line at the bottom of your email that clients have to re-confirm three days before will not relieve
  you from your obligation to notify your clients with all the communications from the airlines. Even if we re-confirm three days before the departure date, 
  airlines schedules might change the schedule two days before or one day before the scheduled departure date. It is your resistibility to notify your
  clients all the communications from the airlines immediately. 
  
  It doesn't matter whatever phone conversations between me and the airlines or email conversations between me and Alanita Travel before July 8th.
  You sent an email on June 9th when the Airline schedule change never happened. You never sent an email when the airline really changed my itinerary 
  on July 8th with a new confirmation number and re-issued the tickets for my return trip. The Airline didn't notify me about that change either.
  ***** told me since I bought the ticket from you they will inform you not me. If you had sent one email on July 8th when Delta confirmed and 
  re-issued my tickets with a new schedule, this would have never happened.
  
  Simply stop arguing, accept your mistake that you never sent an email when Delta confirmed my return trip with the new schedule and reissued my 
  tickets on July 8th and pay me $5000 for my return trip cost due to your negligence

  
  Regards,

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

   

   

• Initial Complaint

  Date:12/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased first class tickets to ******** to ********* and back. However after british airways cancelled the last leg of the flight, Alanita was not competent in finding a solution. I have called Alanita possibly 20 times or more and each time I have to explain the problem and they promise to work with british airways but there is no result at all. I am left with an itinerary that does not bring me back home.

  Business Response

  Date: 12/18/2023

  Dear Better Business Bureau,
  
  
  Client Purchased 4 Business class tickets with British airlines on May 27th  2023 for a scheduled outbound departure on December 21st 2023 and inbound on January 1st 2024.
  
  
  As soon as we received notification from the airline about the schedule change on the inbound flight, we informed the Client. Owing to the schedule change, we collaborated with the airline and the client to find alternate possibilities. However it took some time for the airline & client to approve the options offered, which caused a delay.
  
  
  However, we have already given the client the best choice available, and on December 16, 2023, we reissued the ticket in accordance with the client's acknowledgement. At this point, the ticket is ready to travel.
  
  
  
  Thanks,
  Alanita Travel
  
  

• Initial Complaint

  Date:09/27/2023

  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 have booked 4 air tickets to ***** through Alanita Travels. My travel date was on April 2021, unfortunately I was unable to travel on that day as my daughter's OCI card didn't arrive on time. I called Alanita Travels to cancel my ticket. Instead of refunding the amount they told they will keep the tickets as open so that I can use it later. I called them again after 1 year for cancelling that open ticket and collecting my refund, but they again convinced me saying that I can use the open tickets later by paying only the fare difference at the time of travel. After that I approached them on May 2023, for cancelling the open ticket and they told many excuses and prolonged my cancellation process. Finally on July 11, 2023 they collected another $1580 as cancellation charges on the agreement of refunding my total ticket charges of $3,436.37. But till date they have not done any refund. When I asked they are stating the reason that ***** Airways is not ready to refund the amount as 2 year period is over. When I inquired with ***** Airways they informed me that for the April 2021 tickets Alanita already cancelled and collected refund, where as open tickets are still active. Alanita Travels cheated me by not paying refund for my tickets.

  Business Response

  Date: 09/29/2023

  Dear BBB,
  
  Client purchased 4 tickets with ***** airlines on March 24th 2021 for a scheduled outbound departure on April 11th 2021 & inbound on June 29th 2021.
  
  Since the customer plans got changed as per passenger email confirmation, the scheduled departure itinerary was changed to an open ticket, which was retained in that condition until March 15th, 2022, in accordance with airline policy.
  
  Later, the airline revised its rules to permit customers to cancel or rebook tickets for a refund up to two years.Until March 23rd, 2023, the client had the opportunity to exchange or cancel it and the same was conveyed.
  
  However, *** contacted us again on May 16, 2023, asking for a cancellationmore than two years after the issuanceand we were only allowed to access the system for a maximum of two years. Nonetheless, we made an effort to assist the client in obtaining a refund and requested assistance from the airline. To complete the return, the client filled a cancellation form and made the needed payment. However, the airline denied the cancellation request and stated that refunds or swaps for these tickets were no longer permitted.
  
  After finishing the conversation and receiving confirmation from the airline that a refund was not permitted for the specific tickets, we informed the passengers of this and asked for their billing information so that we could send them a check for the penalty amount that had been paid. In which the passenger failed to respond with the billing address needed to mail a check.
  
  
  Thanks,
  Alanita travel 

• Initial Complaint

  Date:08/29/2023

  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.

  Hello team, I had booked flight tickets for my Parents from Alanita Travels on Aug-22-2023. For the fight tickets total of **** USD was paid Later, when I realized that the the initial flight from *********, ***** to ****** *** has 2 stops, I initiated Cancellation of tickets within 12 Hours. But one of your Travel Consultants *************, asked me pay amount of 750 USD (375 USD per person) via Zelle. I am not sure what this charge is for. I have confirmed with both AirCanada that if tickets are cancelled within 24 Hours, no cancellation fees will be charged. But still your team made me pay 750 USD before the cancellation could initiated. For support my claims I have hereby attached the following documents. 1) Flight ticket booked from Alanita on Aug-22-2023 at 11:02 PST 2) Email received from Alanita to transfer 750 USD to initiate cancellation on Aug-23-2023 at 09:28 AM PST 3) Payment of 750 USD to Alanita Travels via Zelle at on Aug-23-2023 at 09:38 AM PST As mentioned in the documents, the flights were booked on Aug-22-2023 at 11:02 ****************** was requested on Aug-23-2023 at 09:28 AM PST. Hence, the cancellation was clearly done with 12 hours of booking the tickets. But I dont understand that inspite of AirCanada Confirming that cancellation within 24 hours does not result in Cancellation fees, your Travel agent may me pay 750 USD via Zelle. At that point, since I wanted to cancel the tickets without any delay, Your Travel Agent initiated Cancellation only after that. I waited for 5 days before writing this complaint since I wanted to receive refund from AirCanda. I also confirm that AirCanada has fully refunded the ticket fees. Since it is very clear that your agency made me pay for no Reason, I hereby request you to refund USD 750 that was unethically charged. Please revert if you need any additional information or documents to process my refund. A swift action is highly appreciated.

  Business Response

  Date: 08/30/2023

  Dear Better Business Bureau,
  
  We are sorry that the customer is not happy with our response.
  
  The terms and conditions of specially discounted agency fares and airline fares are frequently different. Prior to booking, the client is informed of the ticket cancellation and refund policies.
  
  Cancel / Refund: Penalty(s) for the above ticket(s) may vary from $375 and above; Up to a Non-Refundable status of/per Ticket/Passenger.
  ? Refunds may take up to Ten(10) weeks depending on the airline.
  
  The client was aware and acknowledged the terms and conditions prior to the purchase of tickets.
  
  Thank you,
  Alanita Travel 
  
  

• Initial Complaint

  Date:07/26/2023

  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.

  This compliant is on behalf of my father, *************************. My father purchased am airline ticket from Alanita Travel on 7/25/2023 for travel between the ** and ***** scheduled for August 2023. Due to a work commitment that came up, we called Alanita Travel on 7/26/2023 (less than 24 hours after booking the ticket) to request a change (instead of flying from ***-*******-***** on the outbound journey we requested ***-*****. The inbound/return journey to *** would remain the same). Alanita refused to change the ticket for us claiming that the new ticket was a cheaper price than what we had paid ******* cannot return the balance of money to us and therefore cannot make a change. they offered to cancel the original ticket and rebook but stated they would charge us $375 for the cancellation. i explained to them that DOT requires a refund on airline cancellations to, from and within the US within 24 hours. i also submitted DOT guidelines to Alanita travels but they refused and said they will charge $375 to cancel. Since then, they keep promising to call us back to change the ticket but keep failing to keep their promise. In the last day, I have made 7+ phone calls to them trying to track the agent or a supervisor to help me but no help at all. I want them to honor the 24-hour rule and either give me a refund and rebook my new ticket or change my original ticket and return the balance money. otherwise i feel as a company this is fraud and cheating.

  Business Response

  Date: 07/31/2023

  Dear Better Business Bureau,
  
  We are sorry that the customer is not happy with our response.
  
  The terms and conditions of specially discounted agency fares and airline fares are frequently different. Prior to booking, the client is informed of the ticket cancellation and refund policies.
  
  Cancel / Refund: Penalty(s) for the above ticket(s) may vary from $375 and above; Up to a Non-Refundable status of/per Ticket/Passenger.
  ? Refunds may take up to Ten(10) weeks depending on the airline.
  
  The client was aware and acknowledged the terms and conditions prior to the purchase of tickets.
  
  Thank you,
  Alanita Travel 

• Initial Complaint

  Date:06/20/2023

  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.

  Hello Team, I booked a travel ticket through Alanita travels for ************** on Oct 4 2022. It was was scheduled to start on June 14 2023 from ****** to ******* with a stop at ********. On June 11 at 3 PM CT mentioning June 14 ************** is cancelled. Now just 3 days before I have been asked to pay the extra price since airlines cancelled the flight. If Airline has cancelled, the normal procedure is they'll help to reschedule without any penalty. I called Alanita on June 12 at 6:15 AM CST and since I was not getting a response back, I connected with **************** The agent (******) from *************** mentioned EY 283 (****** to ********* on 14 ********** 151 (Abhudahbi to ******* on 15 June) is not cancelled.He mentioned there was some migration happened at Etihad in March 2023. Travel agency (here Alanita Travels) was notified and it seems the ticket was not revalidated. Hence the current ticket 4ZCFS5 is getting auto cancelled. Also heard the travel agency is trying to rebook and again it's getting auto cancelled.Also he mentioned there were 4 slabs in which tickets were issued. The slab which I booked is not available and it seems like there'll be a price difference. I hope this is the fare difference of ~$1923 which ***** (Agent who called me on Jun 11) asked me to pay. Again why a customer has to pay for the mistake made by the travel agency. ****** also mentioned I don't have to bear extra cost and he's working with the back end team for next steps.I'm hoping for a positive response directly from **************. However I didnt get proper response and ticket is now open. I'm not sure if I'll be issued a new ticket with zero fare difference. Etihad is saying they can help rebooking, but I have to pay the fare difference. Alanita is not giving any promises and I'm worried if I'll be getting a positive update. Given the Holiday season I may have to spend around $3500 if I need to return before Aug 15 2023. Thanks ******************************* **********

  Business Response

  Date: 06/26/2023

  Dear BBB,
  
  Due to schedule change the flights have been cancelled and reprotected by airlines with the longer connection.  As passenger was not okay with the longer connection, ticket was cancelled and kept open as per passenger email confirmation  
  
  Now to reissue the ticket penalty and fare difference is applied as passenger was looking lesser fare difference 
  
  We are already working with the passenger and also airlines regarding the modification and passenger is aware of paying fare difference and penalties.
  
  Thanks,
  Alanita travel 

  Customer Answer

  Date: 06/26/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  Hello BBB Team,
  

  This is why I have raised the issue with BBB. Alanita is mentioning there is a schedule change. I have the screenshot attached here for the response I provided 4 times to Alanita - Jan 15, Jan 30, Mar 18 and June 5. But ticket was never re-issued. I'm challenging if Alanita can produce the evidence of re-issuing the ticket for these 4 more emails.  

  Etihad is mentioning since the re-issue didn't happen my ticket got auto cancelled. They are also mentioning since i booked through Alanita I need to work with them for next dates. Etihad is ready to rebook, but I have to pay the fare difference. ****** (Manager) mentioned if fare difference is $500, I have to pay $250 and remaining Alanita can take care. Another instance he mentioned if fare difference is $6000, I have pay $3000 and remaining Alanita will take care. 

  I'm always asking about the fare difference and they have not able to respond back in email. Also ****** mentioned he need to check with higher authorities before responding to an email. On June 12 Etihad gave a longer connection flight and also my family was not able to reach ****** for the flight offered, I had no option. Hence as per the request from ****** I emailed them to open.

  As a customer I'm requesting only for the ticket i paid for. I never requested for any changes. 

  As they are not responding I have raise this ticket. Me & my family is very much exhausted and i'm not sure if I can bring before Aug 15 as schools over reopens by August end. Because of the mental struggle (me, my wife & my 5 year old daughter) we are having, I'm now having hope in BBB. I'm happy to join in a conference call with BBB, Alanita & Etihad to figure out the real issue
  

  Thanks

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

  M:***************

   
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 06/29/2023

  Dear Better Business Bureau,
  
  We are really sorry to hear the client is not satisfied but as informed earlier the original flight got cancelled due to Involuntary Schedule Changes and was protected with longer connection based on the availability , as the client was not able to travel on the reprotected flights the tickets were cancelled and kept in open status for future use with applicable charges.
  
  Our team is already in contact with the airline and client as well to rebook the ticket as early as possible.
  
  Thanks,
  Alanita Travel

  Customer Answer

  Date: 07/05/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello BBB Team,

  Why I'm rejecting is because of the below message : open status for future use with applicable charges.
  

  Why a customer has to bear the applicable charges when cancellation happened due to a coordination between Alanita travels & Etihad Airways?

  I'm having continuous calls and Both parties are putting blame on other. I even requested for a conference call between Alanita travels & *************** Since I'm not getting positive response I contacted BBB. 

  Hope BBB team can help a customer who is struggling between the two parties (Alanita Travels & **************** I'm available 24/7 to get into a call and discuss the customer problem.

  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

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

  M:***************

   

• Initial Complaint

  Date:12/26/2022

  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.

  Alanita Travel Agency is providing false information involving cancellation process between the agency and Air India. My father, who became ill while traveling in *****, has an open return ticket, and he is now unable to make the trip in his acute condition. The agency states there is a penalty fee charged by the airline to receive a full refund. When I called the airline, the ticket has already been cancelled by the agency months ago without contacting or informing me. I provided documentation related to my fathers medical condition, and I was told by the agency that they will submit them to the airline to waive penalty fee for a full refund. I was informed to expect a call from the agency regarding a response from the airline within 24 hours; I received no calls from the agency for multiple days. When I called the agency for the status update on response from the airline, I was initially told that response is still pending due to holidays. Asked to speak to a manager, I was told wait for a call back but received no calls. Called again within an hour to speak to a manager who now states that the airline declined a full refund as the medical documents provided are not valid. When asked to provide evidence of the email exchange between the agency and the airline, the manager adamantly refused and stated you should have thought about that referring to predicting the illness in the future. I called the airline directly to inquire whether the agency reached out to them about a full refund due to medical reasons. The airline reported no history of such inquiry and further stated that the agency is responsible for the refund. The agency has been providing false information about refund process. The ticket cost was $589.54 and they are demanding a penalty fee of $429, falsely claiming that this is airline cancellation policy. I am requesting help from BBB to assist with this refund in amount of $589.54.

  Business Response

  Date: 12/29/2022

  Dear Better Business Bureau,
  
  
  We are sorry for the inconvenience caused to the client.
  
  
  As per records, the client purchased for an airline using our booking services with Air ***** on 06th February 2022 for traveling one way from ****** (**) to ****** (**) with scheduled departure on 06th March 2022.
  
  
  Later on 27th April 2022 as per client's written authorization tickets were cancelled and kept open for future use.
  
  
  Also the Cancellation and refund rules are notified to the client prior to the booking.
  
  "Cancel / Refund: Penalty(s) for the above ticket(s) may vary from $375 and above; Upto a Non-Refundable status of/per Ticket/Passenger."
  
  
  Later on 24th December 2022 client approached with a letter from a rehabilitation center to cancel the ticket and provide full refund.But as per ticket fare rules "REISSUANCE/CANCELLATION/NO-SHOW PENALTY WAIVED FOR DEATH OF PASSENGER OR IMMEDIATE FAMILY MEMBER".
  
  
  Currently the ticket is in open status and all travel needs to be completed before 05 February 2023 , during rebooking airline penalty and fare difference if any needs to be paid. In order to get the refund ticket fare rules will be applicable.
  
  As the airline states, the responsibility to process a refund is held by Alanita Travel. But if the client does not believe us as far as the airline policies we are referring to, the airline should definitely confirmthe same if the client chooses to call the airline. The airline may not process the refund, but they can share the policies. 
  
  Feel free to reach us back for any further queries.
  
  Thank you,
  Alanita Travel
  Tell us why here...

  Customer Answer

  Date: 01/09/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Kishan

   

  I do not accept the response from Alanita and have some concerns.My father (passenger) is and has been medically unstable to travel; and there is no way he can make the trip. When we purchased the ticket originally in 2022, we didnt anticipate his health to take a turn and were hoping for improvement with treatment over the course of the year. This is the reason why we patiently waited and kept the ticket open with hopes that he would be medically stable to travel and be with his family in ***. Unfortunately, this is not the case; and there is no way he is going to be able to make the trip before Feb 2023.

  
  Alanitas policy, based on their response previously, is that penalty is waived in the event of death of passenger or immediate family member.What is the policy if there are unexpected health events that make travel medically impossible?
  We understand that penalties are in place so customers are held accountable for their travel decisions and for businesses to sustain themselves. However, we also know that in cases where its medically unstable to travel, customers should not be penalized for it. These are unplanned events,just like death.

  
  We are requesting a full refund for the ticket value as we are not voluntarily cancelling the travel by choice, it is a necessity as travel in medically unstable condition could potentially lead to death.

  Business Response

  Date: 01/12/2023

  Dear Better Business Bureau,
  
  
  We are sorry that the customer is not happy with our response.
  
  
  
  This is to make it clear that the ticket terms and conditions previously indicated are those offered by the airline. Despite the fact that we provided the tickets, we must adhere to the airline's rules.
  
  
  
  As stated already as per ticket fare rules "REISSUANCE/CANCELLATION/NO-SHOW PENALTY WAIVED FOR DEATH OF PASSENGER OR IMMEDIATE FAMILY MEMBER".
  
  
  Currently the ticket is in open status and all travel needs to be completed before 05 February 2023 , during rebooking airline penalty and fare difference if any needs to be paid. In order to get the refund ticket fare rules will be applicable.
  
  
  If the customer disagrees with the airline's policies, we advise the client to speak with the airline directly for more information. The airline may not be able to assist with the refund procedure, but they can give the client the policies.
  
  
  Feel free to reach us back for any further queries.
  
  Thank you,
  Alanita Travel
  
  

• Initial Complaint

  Date:12/06/2022

  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 bought air tickets (emirates airline) through an agent from alanita travels, due to personal emergency I had to cancel the tickets, I called them and enquired the process, they asked to me pay penalty of $750 for cancellation through zelle transfer which I have sent them by ***** and attached the snapshot here, then agent mentioned that you will get entire refund from airlne of $2727.04 in two weeks of timeframe, in 2 weeks airline refunded partial amount and deducted another $600 from $2727.04, attaching the snapshot for this as well.I have been trying to reach out to Alanita travel through email and phone, they don't respond to any email I have sent them multiple times to get my refund, over the phone they just take my phone number and say an agent will call you back but nobody calls me back.they are so customer unfriendly that after selling tickets don't bother to listen customer, no response in email or taking over the phone, for selling tickets, getting money they will follow up multiple times in a day but later they don't even talk to customer. they have charged the cancellation penalty to me but nothing paid to airline so airline charged me again, since these tickets are booked from Alanita travel , airline doesn't want to entertain me directly.now for two tickets, they have charged me $750 (Alanita travel) $600 (Emirates airline) which is almost 50% 0f my ticket expense.when I was checking on emirates site , in no situation they charge 50% of cancellation, also to add that tickets were cancelled on 23rd Nov. 2022 in afternoon, well in advance of travel plan ( 29th Nov. 2022 at 10:30 PM EST).I need my refund of $750 as ticket cancellation charges $600 already deducted by airline, I also believe Alanita travel is asking customers to pay through zelle so somewhere they are manipulating of taxes as well.it's kind of scam of charging double for ticket cancellation and not paying proper taxes to IRS.

  Business Response

  Date: 12/09/2022

  Dear Better Business Bureau,
  
  
  We are sorry for the inconvenience caused to the client.
  
  
  We apologize for any delay in the refund process.

  
  Our team has already spoken with the client and taken care of the problem.

  
  The Client was refunded their remaining money through Zelle.
  
  
  Feel free to reach us back for any further assistance.
  
  
  Thanks,
  Alanita TravelTell us why here...

  Customer Answer

  Date: 12/09/2022

  Hi,

   

  it was not about delay, they never responded to my concerns of emails and even support person just hang on me multiple times, once I reported to BBB then next day onwards, they started talking but still refunded partially.

   

  I am looking for below to resolve it completely.

   

  1- They should return another $150 as airline just charged $300 per ticket for cancellation but they took $375 per ticket so they have taken advantage to charge me $150 extra for cancellation, although ticket price from airline and alanitra travels was same as exact amount was paid to airline.

  2- There is still no apology or explanation why all this happened, I have sent several emails but no response from alanita travels.

  3- What steps Alanita travels will take for their customer service and satisfaction so that other customers do not go through this pain?
  

   

  Regards

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

   

   

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 12/12/2022

  Dear Better Business Bureau,
  
  We are sorry that the customer is not happy with our response.
  
  The cancellation and refund rules are notified to the client prior to the booking.
  
  "Cancel / Refund: Penalty(s) for the above ticket(s) may vary from $375 and above; Upto a Non-Refundable status of/per Ticket/Passenger.
  ? Refunds may take up to Ten(10) weeks depending on the airline."
  
  The refund initially was performed with an error and the client received less amount than due.
  
  We have paid the balance due to pax via zelle and the client is not entitled for any additional refund.
  
  We are sorry for the inconvenience caused.
  
  Feel free to reach us back for any further queries.
  
  Thank you,
  Alanita Travel

  Customer Answer

  Date: 12/13/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Alanita travel is just making an excuse to keep the money with them and I will go further with legal options so that nobody else get into the same situation.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:11/22/2022

  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.

  We bought 4 flight tickets from Alanita Travels, the flight got cancelled and airline booked us in different flight which also got cancelled a day before the travel date. ******* told us to talk to Travel Agent Alanita Travels because we booked the tickets from them. When we talked to Alanita Travels we were told to book the tickets for different flight. ***** told us that there will be $100 up-front fee, but it will be reimbursed later once we fill up refund form for fee. We purchased the new tickets and filled up the form for fee refund and submitted it. We called Alanita almost every other week since then, they kept telling us that they will mail the check, but we never received check for $100 from them in spite of multiple calls and escalations.

  Business Response

  Date: 11/27/2022

  Dear Better Business Bureau,
  
  We are sorry for the inconvenience caused to the client.
  
  This informs you that due to some technical issues the refund check was not delivered to the client as expected.
  
  One of our executives will be in touch with the client to send the refund amount in the form of zelle to the client to process quicker than a paper check.
  
  Feel free to reach us back for any further assistance.
  
  Thanks,
  Alanita Travel

  Customer Answer

  Date: 11/30/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  

   

  I got a call from Alanita yesterday and they have refunded me $100 that I asked for in my complaint.

  
  Regards,
  
  *******************************

• Initial Complaint

  Date:11/09/2022

  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 called to book international flights for my parents from ***** ***** to *******,**. I spoke with the travel agent ***** - Alanita. He booked me a desired flight, and sent me the link to pay it online. He told me to check the details of the passengers and dates of travel and go ahead to pay asap as he can not hold the booking. Feeling rushed I paid, and I got the booked tickets in email. I immediately contacted him that the tickets are showing, zero checked in baggages for my parents, and how is it reasonable not to inform me about that before booking. He agreed on phone that the customer agent I spoke with initially made a mistake, but refused to do anything about it. When I asked him to cancel the booking, asked me to Zelle him $50 in few hours, else will charge more. I felt helpless and ill informed, and seemed like a scam making money from customers, by not informing them appropriately at the start. An international flight, with stay over 4 months, without checked baggages, seems irrational to me by any angle. The agent himself said that the airline introduced this new fare, and he missed to check.

  Business Response

  Date: 11/16/2022

  Dear Better Business Bureau,
  
  We are really sorry for the inconvenience caused to the client.
  
  As per records, the client purchased two airline tickets on September 4th 2022 with Virgin Atlantic. One of our executives guided the client with the booking process and adviced to cross verify all the details prior to the ticket purchase.
  
  
  The booking details clearly states that the checked in baggage on the reservation is 0 pc.
  
  
  
  
  
  
  Later client approached us back for ticket cancellation due to issues with check baggage and as per the terms and conditions stated prior to the ticket purchase our agent assisted with ticket cancellation by charging the service fee of $25 per ticket.
  
  
  Terms & Conditions acknowledged by the client :
  
  
  
   ? For any reason if airlines are offering a full refund for your ticket, Alanita Travel will charge a $25 service fee per ticket for processing.   
  
  
  
  Note - Attached copy of booking details sent to the client with baggage information and cancellation terms and conditions.
  
  Feel free to reach us back for any further assistance.
  
  
  Thanks,
  Armaan
  Alanita Travel

  Customer Answer

  Date: 11/16/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am not satisfied with the business response because of clear error on there part. This bookings was made on phone, and the representative clearly tole me that check the passengers details, name dob and pay it asap since he can not hold the booking long. I was rushed into doing the payment. And upon issuance of the tickets, when I spoke with the cust service rep, he himself said that the agent should have informed me loud and clear that there is 0 baggages. It is an international flight with 3-4 months stay. He said that its a new thing airlines have started to do and he himself was unaware any tickets like these exits.

  And then he also rushed me paying the cancellation fees asap, as I wont even be able to cancel the ticket otherwise.

  No one ever informed me that there is a cancellation fees of this sort over and above the airline fees. 

  All those fine prints, and long emails, are not really readable when I have to pay in short time to book the tickets. Its the job of travel agent to inform the pertinent details to passengers while booking.
  

  I feel its the lack of training on the business part. Why should clustomers be made to pay and go through this ordeal!!
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 11/18/2022

  Dear Better Business Bureau,
  
  We are sorry that the customer is not happy with our response.
  
  Based on the customer's feedback, we double-checked the reservation history and discovered that our representative had advised the customer to double-check all the details before making a purchase.
  
  It is the customer's responsibility to verify the details before confirming the tickets. The luggage information, cancellation terms, and conditions are all clearly written on the reservations, and the customer has agreed to all of the terms and conditions.
  
  Additionally,in this instance, we did not charge the standard cancellation fee but instead we charged him $25 for each ticket as refunding a ticket requires time and labor,for which we charge a small amount as a service fee.
  
  Sorry for the inconvenience caused.
  
  Feel free to reach us back for any further assistance.
  
  Thanks,
  Armaan
  Alanita Travel

  Customer Answer

  Date: 11/28/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They never told me to check the luggage details.

   

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******