Business Profile
Travel Agency
Flight Centre Travel GroupHeadquarters
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Complaints
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Complaint Details
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Initial Complaint
12/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My wife and I booked round-trip flight tickets from Shanghai to Tokyo for honeymoon vacation for Dec.21-25, 2024 back in Nov. 23, 2024. The ticket prices for the *** ***** flights back then was $721 for two of us from the student universe website and other booking websites. The student universe sent confirmation emails for the booking, which we thought has been successfully booked, as shown as paid. Days passed and as we were waiting to select seats over the time, the seat selection has been unavailable and it is approaching the travel date. Out of curiosity, we checked with *** ***** and they informed us that the reservation is created but never paid. After realizing that, we checked the charged card for transaction record and found that the "paid" amount from the card was not listed, meaning that the confirmation was false and misleading information. After talking with the student universe customer service for confirmation, they stated that they don't have the time/man power to send out email informing people the transaction has failed, and should check ourselves. The contingency solution being us overpaying for the flight tickets for same flights at a significantly higher price, over 9900 yuan, or 1356 dollars. We are asking student universe to cover at least the price differences, which is 635 dollars. Such misleading information has caused unnecessary booking hustle and financial loss, and we hope that the business can be accounted for such behavior.Business response
12/30/2024
Thank you for reaching out. Our team has contacted the consumer and advised that we are refunding the $635 as requested. The funds should be received within the week, pending the holiday delay.Initial Complaint
07/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
A group of us were to attend a destination wedding in ****** ******* on July 3-7, 2024. Due to hurricane ***** that hit the island, all flights were cancelled.TOTALLY out of our control.The Rui Tropical Bay offered us a full refund.But, this travel agency is trying to charge us a penalty of 15%.With the airlines giving us a full refund. I believe its only fair that we receive a full refund from Go Go Vacations.Business response
07/25/2024
GOGO Vacations is a wholesaler who provides products and services solely to travel agents to sell to their customers. ********************** only works with travel agents and our agreement is with the agent and their agency. GOGO Vacations is not responsible for the terms agreed to between the travel agent and their customer. If the ********************** agent and/or agency is charging a cancellation penalty, this is outside of GOGO Vacations terms and the traveler should refer to their agreement with said agency and seek any necessary exceptions and reimbursement of their cancellation fee through their travel agent.Initial Complaint
04/30/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Paid in full by 2/14/2024 Reservation #****** Stay at Dreams Onyx: 5/16/2024-5/19/2024 Reached out to modify reservation based on chronic illness and unable to travel. Submitted this request within the before 21 days before travel have gotten the run around was told I would have to confirm another room was booked in order to recieve refund or cancelled. Opted for cancellation as Liberty stated ***** was unable to modify this reservation without another being booked then they would refund this which made no sense as the current reservation did not allow for children and also was higher. The individual who I was transfering the room to went ahead and booked their own. When I opted for cancellation and to provide the hotel directly with documentation including PII they refused to connect me with Hyatt. Keep in mind this resort has a 48 hr cancellation policy. This has now been over 10 days of back and forth. The delay of getting back to me and the runaround is leaving me with no options outside of contacting BBB for resolution and if not achieved I will proceed with legal matters as Ive never worked with an agency that isnt transparent in their communications with the Hotel and holding funds ****** until post the trip to pocket the money.Business response
05/22/2024
We never received the email notifications regarding this complaint. Can you please reopen so we can investigate this and help the customer please?Initial Complaint
06/15/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On February 18, 2023, my friend, *************************, and I went to Liberty Travel in ********* and booked a trip to ******** with Trafalgar Tours. The total of the trip for both of us was ********. On April 14th our trip was cancelled and according to the travel agent no explanation was given. To date, I have not received ******** because I paid by check. The refund should have been issued within 30 days and it wasn't. I am concerned that I am not going to receive this money. The travel agent keeps telling me ********* set up the refund but has not released the funds yet and it's not her fault. Also, I called the airline to check if our flight was cancelled for June 24th and it wasn't. If I called to cancel after the 24th, we would have lost the airfare. I still feel we should have gotten a refund for the flight not credit, because it was not our fault that the trip was canceled. ***** had to call the travel insurance *** to check on our refund and was told we were getting a refund. To date we have received nothing. We both called Trafalgar and Liberty Travel and received the run around. It caused us so much stress and we had to do all the leg work. I need to *********** refund and we both need our insurance refundBusiness response
06/15/2023
Thank you for allowing us the opportunity to look into this further. Upon review, the refund has been processed back to the customer on June 14th. They should receive the refund in the next 5-7 business days.Initial Complaint
07/20/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I book reservation for a trip to *******,but unable to go because I lost my job on 5/6/2021. I can't travel at this time. I just wanted a refund don't know when I will find another job getting $290.00 of Unemployment benefits I need a refund my children can"t go to camp or *******.Business response
07/28/2022
Thank you for taking the time to reach out and allowing us the opportunity to look into this further. Upon review, the booking was within 100% penalty at the time of cancellation. We have reached out to the hotel supplier to request them to waive the penalty which they have denied. We do have to adhere to the terms and policies of the supplier and that were listed on the invoice at time of booking. Thank you again for reaching out and allowing us to respond.Initial Complaint
06/16/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Winter of 2019, I booked a European trip with Liberty Travel for me and my daughter. *********** office, Long Island. I paid $4,550 plus $422 travel insurance through Allianz Global Assistance. I was told by my travel agent that I could cancel the trip for any reason and receive a 75% refund. _ 12/30/2021 : I requested a refund due to COVID. Rocky ***** Liberty Travel was closed/out of business._ 2/18/2022 : I was Emailed by Liberty Travel, corporate office, that my trip was cancelled due to COVID. I was issued a credit valid until 12/18/2022 _ 1/13/2022: I submitted an insurance claim to Allianz for a refund._ 4/21/2022: I received a letter from Allianz that my claim for a refund was denied.Allianz claim #: ********** Yes I have supporting documents.Thank You BBBBusiness response
06/24/2022
Thank you for taking the time to reach out and allowing us to look into this further. We have reached out to the insurance provider for clarification on the denied claim. They have advised to us that the claim was denied due to Trafalgar providing a future travel credit.According the insurance provider, future travel credits are not considered non-refundable since it has a dollar value attached. They have advised that you are able to reopen the claim, once the future travel credit has expired and has not been utilized, for them to further review.Customer response
06/24/2022
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***********************
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Customer Complaints Summary
22 total complaints in the last 3 years.
8 complaints closed in the last 12 months.