Complaints

• Initial Complaint

  09/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We booked a trip through Trip Masters and the hotel we stayed at was filthy and had mold in the shower. Contacted Trip Masters and they said we can book another hotel on our own and they cannot guarantee any refund or compensation. This is a health hazard especially since my wife is 19 weeks pregnant. Aside from this obvious health concern, the sheets and pillows smell horrid! It seems as if they have not been washed!

  

  Business response

  09/22/2023

  Dear Better Business Bureau, 
  
  Thank you for bringing this case to our attention. 
  
  We received a complaint from ****************** about one of the properties he and his party stayed in during their time in Rome. Our reservations team actioned immediately and started the process to accommodate the customers in a hotel better suited to their needs and expectations. 
  
  A new hotel was added and the price difference was covered by TripMasters. We have also extended a future travel credit to ****************** in an effort to compensate for the inconvenience he encountered. Fortunately, ****************** responded to this email favorably and seemed content with the resolution and compensation provided. 
  
  We hope this information helps to clarify the situation, 
  
  Kind regards, 
  
  Customer  Care 
  TripMasters Inc.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They originally communicated that we had until September of this year to book and then told us we had to travel by September when I explained that we had an adopted baby with medical issues I was told that it was transferable.... we have put in almost $3,000 and you are now saying that only a small portion is refundable or transferable

  

  Business response

  08/25/2023

  Dear BBB,

  Thank you for bringing this case to our attention.

  Please note clients booked a trip on 02/10/2023, going to Oslo. As stated by the client, they were unable to take the trip due to a medical emergency involving their child. Please note this case has been escalated and one of our senior and most knowledgeable agents reached out for assistance. We provided rebooking and cancellation options. The client decided to cancel and this is now currently in process. Since this is considered a voluntary cancellation, please note penalties may apply. We quoted a cancellation breakdown which the client agreed to. Please see below:

  PAYMENTS
  Total air portion paid: $2,508.14
  Land portion paid: $408.00

  Penalties: -$600

  Refunds to be processed:

  Air portion: $1,908.14 
  Land portion: $408.00
  
  Total amount to be refunded: $2,316.14

  We advised the client the following: Please keep in mind that vendors normally face a considerable volume of requests for cancellations. Any refund request may take between 6 and 8 weeks, so please bear with us with this process. Once the full amount is available to be processed, your refund will be granted back to the original form of payment used for this booking. The actual date of reflection on your account may vary per bank. 
  
  The client agreed to the cancellation and this is now currently in process. 
  
  We hope this helped clarifying the inquiry.
  
  Kind regards,
  Customer Relations Team
  Tripmasters

• Initial Complaint

  07/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Prior to COVID, I bought a week long trip to Paris for a bit less than $1600. It was impossible to travel at the scheduled time. When travel was once again possible, I contacted Tripmasters to reschedule the trip. However they wanted hundreds more. I'm 80 and not in good health (****** and ******) so I'm having a hard time dealing with problems. When I felt healthy enough, I tried again. This time I was so pessimistic that Paris was a possibility that I said I would be satisfied with a trip to Las Vegas, or Phoenix, or Honolulu. They came back with crazy options, such as one four day trip that would cost $4,000 more. I felt totally defeated. Now I want to see if I can just get a refund. 

  

  Business response

  07/28/2023

  Dear BBB,

  Thank you for contacting us and for bringing this to our attention.

  We want to let you know this case has been endorsed to one of our senior agents who already contacted the client. We're pleased to inform you we were able to assist the client in creating a new booking traveling to Europe by November, 2023, using the travel credit available.

  We hope this helps with the inquiry as we were able to address this claim.

  Kind regards,
  Customer Relations Team
  Tripmasters

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked with tripmasters for a three country trip: Stockholm, Copenhagen, Oslo. Booking ******; June 7 - 18. They were supposed to facilitate seamless transfer between the locations. The train they booked for us from Stockholm to Copenhagen June 12th had a random stop in Goteborg - no one warned us about the stop and it made no sense. Light research indicates there are around seven direct trains per day between Stockholm and Copenhagen. We barely made the transfer and added another four hours of train time to what should have been a 5 or so hour ride direct - we lost an entire day of a ten day trip. There was no warning anywhere in our itinerary or documents and the ticket itself was in Swedish. We contacted the company and they said it wasn't their fault because they use another company for the train bookings. To me this is unacceptable as we believed they were making these bookings and were accountable for the trip itself. Further, we discovered from our hotel that it doesn't matter what hotel you book with tripmasters because it states on the voucher itself that a hotel will give you any room available. So why does the website allow you to pick a better room at a higher price if booking a better room provides no guarantee whatsoever. That should be made more clear in the booking process otherwise it seems like a bit of a scam. Thank you.

  

  Business response

  07/06/2023

  Dear BBB,

  Thank you for bringing this to our attention.

  Please be advised we always select the most convenient schedule available for train itineraries, according to what customers select in the booking process. Sadly, the segment selected was affected due to track works, and no direct trains were available at the time. The tickets were bought directly from **. Attached you will find the available schedules, and how all of the options had at least 1 change.
  

  The reason the tickets were in Swedish, is that we were unable to buy the tickets from our usual provider which is **********. Due to the track works, no schedules were released to our vendor, and the only option was to make the purchase directly from SJ. 
  
  Since the tickets were used, please note we are unable to issue a refund for this portion. However, as a gesture of goodwill from Tripmasters, please note we issued a compensation of $ 100.00 for the customer. Additionally, please note we also provided the client with a Future Travel Credit in the amount of $ ******. This can be used towards any future plans and it does not expire.
  
  We hope this outcome may help meet client's expectations with the desired settlement.
  
  Kind regards,
  Customer Relations Team
  **********************

  Customer response

  07/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: an entire day was wasted due to poor communication on the vendor's behalf and a misleading booking process - 100 dollars is insufficient to compensate us for the time lost dealing with a shockingly incompetent booking.
  
  Regards,
  
  *************************
  

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have booked a trip to Italy for 11 days for $4,773 on 6/17/2023. Today on 6/20 I get a message that my flight has been canceled and I need to check the change. Well the flight now that I am on only has a 40 minute layover before my next flight. You know that 40 minutes is not enough time to make the next leg of my trip. I had chosen a layover that was over 3 hours so that I wouldn't have an issue. Well they offered me a flight with the same airline leaving at 6:50am with a 9+ hour layover. This does not work for me at all. Not only having a 9 hour layover then have to take a 12+ hour flight to Venice. So they finally offered me a more reasonable flight but I have to dish out another $430 but they will knock $100 for my troubles on top of the $230. for insurance $4773. for the trip. I just feel like this is something they do often. I can't cancel and start all over again because I want to go in 3 months. If I try to find another tour it won't be for Sept. I would have to wait till next year.

  

  Business response

  06/27/2023

  Dear BBB,

  Thank you for bringing case ******** to our attention.

  Upon looking into this reservation's records, we can see a major schedule change has affected **. ******** trip.  Indeed, flight cancellations and schedule changes may occur and are, sadly, out of our control as these are modifications that are subject to the airline's discretion and/ or airport control. Once we received this communication from the airline, we proceeded to advise the customer immediately and look for solutions and alternatives that will meet her expectations.

  The Airlines are the ones that establish the minimum connection time (MCT). MCT is the amount of time the airport has determined is the absolute least amount of time an able bodied person needs to make a connection to a continuing flight. The time period is chosen bearing in mind variables like airport layout, security and whether the connection is between combinations of international and domestic flights.

  For situation's like these, we always encourage our clients to consider travel insurance as this is something that can be easily covered. We understand travel can be unexpected at times, so we as a travel agency want to make sure clients have everything they need for a safe trip. Insurance protection is always offered right at the end of the booking process, sadly, this was not selected.

  Lastly, we do not charge a client's credit card unless we have a written consent. In this case, the $ 330.00 fee has been advised and the charges have been agreed to.

  Due to the reasons stated above, we, unfortunately cannot process a refund at this time.

  Thank you for your patience and we hope this can help solve the inquiry.

  Kind regards,
  Tripmasters

  Customer response

  06/29/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

  Customer response

  08/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  From: **** **** <***********@*****.com>
  Date: Mon, Aug 21, 2023 at 4:35 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  
  Please note that TripMasters has changed my flight again. When I spoke to them because my new flight only gives me an hour to go through customs before my connecting flight. Was told for them to change my flight again I had to pay another $450 to the $340 I paid to charge the last time to my $5,300. So my complaints are still active. I included the conversation with *****. 
  
  My number is ************. 
  
  Thank you, 

  

  Business response

  08/31/2023

  Dear BBB,

  Thank you for bringing this matter to our attention.
  

  The customer received airline schedule change notification that impacted their trip on July 30 and August 2.

  Tripmasters does not make flight changes unless it is coming strictly from the airline. We don't have control over this, however, we notify the customer in order to keep them informed, and help in case they are not satisfied with the options provided by the airline.
  

  We contacted the customer and offered the best options available at no extra cost. We absorbed any fare difference as a gesture of goodwill and the client approved the changes on August 29.

  We are hoping this will help address the claim in a favorable manner.

  Best regards,
   
  Customer Relations Team
  Tripmasters

  Customer response

  09/04/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I traveled to Greece and requested on my travel back to have a flight changed. I couldn't get anyone on the phone but I was able to speak to someone via the chat application they have via their app. I asked the attendant to provide me with the details of the flight change while were on the chat but they insisted they would email it. Ultimately I got an email later that evening stating that they could do the change and they would charge my card ending in numbers that don't match my card. Furthermore, the email that was sent was poorly written and difficult to read. The price change appeared to be 350.00 but wound up being 4,350 once I saw my credit card. I tried to call them right away but I was in Greece still so I had to wait until 8am EST to speak to someone. They shared with me that they couldn't reverse the charge - but never tried. I spoke to the Airline - *** ******* here and they said the cost of the plane tickets if booked for my family of 4 was 1000.00 euros = 1/4 of the price. They shared with me that my travel agent has over charged me and that only they can request a reversal. I got the could shoulder when I called with statements that the " manager said I would get another charge if I changed my flight again." I still don't know true reasons for the cost increase as they never get me a detailed break down. I have used this company 3 times in total and I have never had a bad experience till now. I refer them business all the time but this is how I am treated. I have the poorly written email and acknowledgment that the credit card they said they were going to use was the wrong one.

  

  Business response

  07/06/2023

  Dear BBB,

  Thank you for bringing this case to our attention. 

  Upon looking at this reservation's records, we do have record of the client contacting us on June 13, and requested a voluntary change in their flight times. We sent an e-mail with an option which was accepted. Please be advised we cannot charge a client's credit card unless we have a written agreement. Attached you will find the quote provided by the agent, advising the change would cost $ 4,350.80. This cost comes directly from the airline and Tripmasters does not collect any change fees. 

  The client called the following day, advising they overlooked the amount and did not want to proceed with the change. Our customer service agent quickly proceeded to contact American Airlines to reinstate the original flights. For this change, ** allowed the change for $100.00 fee per person. Therefore, the client paid $ 400.00 and the $ 4,350.80 was refunded to the client's account ending in ****. 
  
  At the time of the flight, GQ did not allow them to board the plane which cost them to pay for a new flight from Santorini to Athens for $ 1,200  out of pocket. The client requested a refund of the $ 1200.00, plus the $ 400.00 fee for the change. We opened a complaint with the airline in order to request a refund of the $ 1200.00. Claims with airlines may take 6-8 weeks to resolve. Additionally, the $ 400.00 change fee was applicable as this was a voluntary change.
  
  On 06/19/2023, we received a chargeback from the customer's credit card in the amount of $ 1600.00. In order to avoid any delay on this matter, we decided to accept the whole amount. 
  
  Therefore, we want to let you know the refund of $ 1200.00 + $ 400.00 was refunded back to the client via the chargeback process initiated by the client.
  
  Due to the reasons listed above, we believe the desired settlement has already been granted.
  
  Thank you and we hope this helped clarifying the inquiry.
  
  Kind regards,
  Customer Relations Team
  Tripmasters

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 26, 2023, we arrived at the airport in Amsterdam, Netherlands, to begin a trip planned through TripMasters. We followed the instructions given to us by Tripmasters and waited for our transfer to the hotel. It did not arrive. We called the taxi company number provided by TripMasters and they insisted that they would not send another cab; the driver had waited an hour and then left. We then called an **** to pick us up at a cost of $101.49. When we returned home, we called TripMasters to explain what happened and expected to be reimbursed for both the transfer fee we were charged with our package as well as the **** fare. We believed this was fair. When we looked up the taxi company online, there were several complaints against them. Since this is the cab company TripMasters selected, we felt we should be compensated for their poor practice. TripMasters agreed to reimburse us the $114.24 originally paid for this service in an email sent on May 8. They said the reimbursement would take 7-10 days. We still have not received reimbursement as of this writing. In later correspondence, they also stated that the amount was placed on our card on May 25. It was not. We believe we should have not be penalized for TripMasters poor judgement in contracting with a less than stellar company against whom complaints by other travelers have been made. Further correspondence with TripMasters where we provided documentation regarding texts and calls with the taxi company as well as our **** receipt have proved fruitless. We still have not been compensated for either the $114.24 and the $101.49. TripMasters outright refuses to pay the **** fee.

  

  Business response

  06/06/2023

  Dear BBB,

  Thank you for bringing this to our attention.

  We received a complaint from **************** on May 8, advising their arrival transfer in Amsterdam did not arrive. Although unfortunate, delays and mismeet are a common occurrence that can happen for which we have no control over. It is always recommended to have travel insurance for this kind of situation as in this case, the clients had to pay an **** to reach to their final destination at ***** ****** Hotel Amsterdam.
  
  Claims can typically take 4-6 weeks to resolve. However, as a gesture of goodwill from Tripmasters, we did refund the client for the original service despite our vendor not providing us with update as of yet. We analyzed the case and proceeded to refund the highest amount invested which was the original service. The refund was processed on *** ******* * ****** card ending in 2006. Please see as follows:
  
  Amount refunded: $114.24
  Card Holder Name: ******* * ******
  Post date: 05/25/2023 04:11:55 PM
  Approval code: Ref ** ******
  
  As you can see from the details provided above, we already issued compensation to *** ****** for the missed transfer. Therefore, we believe their request have been fulfilled.
  
  Thank you for your patience and we hope this helps address the matter.
  
  Kind regards,
  Customer Relations Team
  Tripmasters

  Customer response

  06/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: While we acknowledge that the refund for the taxi that we had laid out was finally credited to our card, we still believe that they owe us the additional money for the **** we had to purchase in Amsterdam. It is not our fault that they contracted with an inferior taxi service, yet we are out just over $100 because we had to pay for our own transportation.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  05/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a trip with Trimasters (TM) in Feb 2022 for travel in April 2022. Due to an unexpected event, I was unable to use plane tickets purchased through ********* (**). TM assured me I received a credit for these tickets ($542.60) and that the credit was good until Sep 2023. I tried use the credit to purchase an ** ticket from travel to Nairobi in May 2022 and was told by TM that I couldn't because "** wouldn't let them." They told me to call ** and ask them to rebook me using the credit. I called ** and was told that since the tickets were purchased through a travel agency, the travel agency had to re-book me. I made several calls back and forth to ** & TM for several days and neither of them would allow me to use the credit. On 5/5/23 I called TM again to see if I could use my credit to book flights for a trip I wanted to go on. I was again told to call **. I asked TM to re-send the email from last year with all the information (** ticket #s, etc) as I couldn't locate them. They did & I called ** only to be told the tickets were only good for 1 year; since I purchased them in Feb 2022, they were expired. I did a 3-way call with ** & TM with ** insisting the tickets were expired and TM insisting they weren't. When ** disconnected the call, the TM checked with her 'back office' & told me that they have an email from ** stating my credit was good until Sep 2023 and all they had to do was email an attachment of the original email when I'm ready to rebook and ** would issue them a waiver and allow me to rebook. BUT I have to purchase tickets and travel by 9/22/23. Why didn't the TM representative know this LAST year? Why did they tell me I couldn't rebook because "** wouldn't let them"? At this point I have no plans to travel with ** by Sep. The trip I wanted to take, ** doesn't fly there. I believe TM has been dishonest with me. They gave me the run-around, told lies and prevented me from using my credit, so they could keep my money.

  

  Business response

  06/06/2023

  Dear BBB,

  Thank you for bringing this to our attention.

  We're sorry to hear about the issues encountered with the flight credits for *** *****. Please note these are some of the directions we are provided with by the airline whenever clients need to redeem a credit.

  Nevertheless, we're pleased to inform you we are currently escalating the case and it seems the airline will help us with a refund. Please be assured we will keep *************** updated with a favorable outcome and a refund will be provided.

  We thank you for your patience and we hope this helped clarify the inquiry.

  Kind regards,
  Customer Relations Team
  Tripmasters

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a package for my fiancé and me to travel internationally on June 29th of 2022 for travel in November of 2022. Somethings happened where we could not travel those days. We called Tripmaster to inquire as to our options and were informed that we could request a postpone quote. We did just this and received an e-mail back telling us that we would receive travel credit for the airfare and the hotel and would be sent specifics about each. When the detailed e-mail came though to explain the requirements for the travel credits we were told that our airfare credit was specifically with that airline, that we needed to book by June 1st and that we needed to call them directly to use the credit. That was the only restriction, that we needed to call them by June 1st to book a new flight. As life slowed down I called back in March and was then told that I had to travel by June 29th, which as stated above, was not part of the original e-mail of restrictions and requirements. I currently want to book a flight for Aug. 19th and am being told that I would have to pay $300/person (2) to be able to book travel past June 29th. They say that this is the policy of the Airlines and that they can't do anything about it. I have asked them for a credit on their end to assist in covering these costs due to their negligence of not providing me with all of the restrictions as their duties would be. I have escalated the problem and the response is "we can't help you".

  

  Business response

  06/06/2023

  From: ************************* <***********@tripmasters.com>
  Date: Tue, Jun 6, 2023 at 10:05 AM
  Subject: Complaint ID ********
  To: *********************** <************@tripmasters.com>
  
  Dear ***********
  
  I hope this e-mail finds you well.
  
  We are contacting you regarding this particular complaint ******** as we would like to provide you with an update.
  
  Because this is a case of flight credits with the airline, please note this is under review as we are working with our sales agent and escalating the case in order to check for possibilities to use this flight credit.
  
  Please note the client booked this trip on 06/29/2022. Whenever clients want to postpone, airlines will grant credit for one year from the booking date. We are looking for an exception and requested an extension in order for them to be able to use this credit.
  
  Nevertheless, our clients did book with us this year under booking ******. We will keep ****************** updated once we hear back from the airline.
  
  We hope this can help respond to the inquiry. If there is anything else I can do to help, do not hesitate to let me know.
  
  Kindest regards,
  
  --
  *************************
  Customer Relations Representative
  Image result for tripmasters

  Customer response

  06/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  ***** is attempting to pass blame on to the airline for their lack of detailed communication with me.  What I am complaining about is that when I was sent the “future credit” email, photo attached, it clearly states that to use the flight credits I must “book by June 1.”  No where does it state that I must fly by June 29th and because Tripmasters failed to give me pertinent details of my restrictions I was under the impression I had until June 1st to book my flight. Not until I called in to book a flight  for August was I informed about this restriction. And although she may be familiar with airline restrictions because she is in the industry, I feel it is the company’s obligation to keep their clients informed of all nuances associated with such a situation.  In this case the company failed me and in doing so, on top of all the aggravation this situation caused me I also spent more money when booking a flight with such short notice as flight costs are more expensive the closer to departure date they are booked.
  
  Ultimately the company never resolved this issue with me.
  
  Regards,
  
  *****************************

  

  Business response

  09/28/2023

  Dear Better Business Bureau, 

  Thank you for your query. 

  We reached out to ******** ******** to request a waiver for the rebooking fees in order to assist *** *******. As you will see in attachment 1, this request was denied. ******** Airlines stated that they no longer offer any extensions and all fare rules will apply.

  Nevertheless, *** ******* traveled last June. Upon their return, we offered a future travel credit of 542.00 USD for their next trip in an effort to compensate them for the issues with their tickets. 
  
  We hope this clarifies your concerns. We remain at your disposal for any other needed clarifications. 
  
  Kind regards, 
  
  Customer Care
  
  TripMasters Inc. 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In November my friend and I booked a trip through Tripmasters to Italy. We were sharing the hotel accommodations in Venice, Florence, and Rome while in Italy. I paid for my son to join the trip in March. He had his own accommodations (single occupancy). In March, my friend canceled her trip due to medical reasons. I asked Tripmasters to cancel my son's hotel accommodations and move him in to my room. The request was placed on March 18th and the hotels were refundable. I was never refunded any money for the difference between the single occupancy to the double occupancy hotel rooms. Initially, they told me that my friend was refunded for her part of the hotel and that I would not receive a refund. My friend was fully insured but Tripmasters refunded on her charge card $2639.00 and then an additional $686.35. When I insisted that there had to be a difference in price from the single occupancy to double occupancy, they agreed and told me the difference was $399.05 that was refunded on my friend's charge card instead of mine. I no longer trust the numbers they have provided, and they refuse to give me an itemized bill. They said that they can only provide insurance companies with an itemized bill. Tripmaster initially wanted me to personally retrieve the $399.05 refund from my friend, but I refused because I'm not sure the amount is accurate. Tripmaster then called my friend and told her to give the money to my son. She refused because she has not been fully refunded for her cancelled trip either and was concerned about personally providing my son's refund. I wish to receive my refund for the price difference and an itemized bill to verify that the refund amount is correct. For reference, our Tripmaster trip # ******

  

  Business response

  06/01/2023

  Dear BBB,

  Thank you for bringing this case to our attention.

  Allow us to clarify first, and provide with the breakdown of the services for each portion:

  Original package price is $7,512.50 they paid the booking via split payment so each passenger paid $3,756.25
  
  For ***************************************;
  
  Total Paid: 3,756.25 (cc ending with ****)
  Less:
  Air Penalty: 300.00
  Train Penalty: 133.40
  Insurance: 396.00
  
  Refund should be: 2,925.85. However, *** ********* was refunded for the total amount of $ 3,325.35. The difference of $399.50 should be forwarded to *** *****. We contacted *** ********* in order to inform her about this. It is up to the passenger to process this to her travel companion.
  
  For ******** and *********************** portion:
  
  Total Paid: 10,300.01 (cc ending with ****)
  Total Package Price for 2: 9,498.51
  
  ************** should be refunded for the amount of $801.50 . From this amount, $403.00 has already been processed to ************** to her card ending in **** on May 30th. She will see this reflected in her statement within 5-7 business days. For cancellation requests, this may take 6-8 weeks to resolve. The remaining $399.00 was included on ************************** refund value which is $ 3,325.35. We contacted **. ********* and requested to transfer the $399.00 back to ************** since her account was over refunded. The last call recording in our system shows that *********** agreed to give back $399.00 to *************** 
  
  We hope this helps clarifying the case and we apologize for any inconvenience.

  Kind regards,
  Tripmasters

*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. ↩