ComplaintsforWorld Travel & Tours LLC

• Initial Complaint

  07/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  7/18/2023 online I checked in with Lufthansa got all my boarding passes and was set come 7/19/2023 went in to get my back checked in along with getting physical boarding passes and they tell me that my flight was re booked and that I would have to get my other boarding passes in London instead of having three transfers I'm going to have four and that my flight isn't leaving at 6 but at 8 am i arrived there at 4 am 2 hours before the flight is suppose to leave. got to London then my flight gets delayed untill the next day. was not offered a voucher to a hotel was not offered any other option other then to stay there until tomorrow booked a hotel out of my own money came home and now I'm filing a receipt refund for their messes up and no one is willing to help they keep transfereing me from person to person on the phone and the website dose not have any information on how to get reimbursed for hotel charges that was the airlines fault and the guy that sold me the tickets isn't answering my phone calls. Did not arrive home untill 7/20/2023 lost time from vacation hours at work and got sick from the hotel and the airport and plans

  Business response

  07/24/2023

  Dear Ms. ****** and BBB,

  Firstly, we are saddened to here the experiences you have encountered and the difficulties since you have arrived back. I would like to start of by saying that in over 25 years of business, we are most known for always trying our best to help our passengers. The problem you have presented seems to be one with the airline company. The complaint was directed at the airline company, which is apparent when reading.  The ticket on our end was issued completely legally, you were able to check in meaning that this was not a problem on our end. The fact that your flight was cancelled the day of departure is not something that we could control. I have went through our call logs from 01/01/2023-07/24/2023 and attached a screenshot demonstrating that we have not heard from you since 05/24/2023. We wish you would have reached out to us, instead of finding out that you filled a complaint prior to talking to us and claiming we did not answer. Ultimately, this is an issue you have had with the airline companies, not us as an agency. Even in these cases, we can only do so much. We can try to assist but ultimately we do not have the power to make the decisions on behalf of the airline company. I would also like to call on the BBB to take such matters seriously, as the agency protecting customers and businesses, it should be a priority of the BBB to know that this is not the fault of World Travel and Tours LLC. This is the fault of the airline company. It is disheartening to be accused of something that is not in our control, especially when in the last 3 years (since COVID-19), we have prided ourselves in fighting for our customers and standing behind them every step of the way. I will like to reiterate the point, once again, that this is an issue with the airline, not travel agency. 

   

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