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:01/29/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 paid bookviaus ****** to book tickets for me and my wife from *******,Ca to ********* round trip tickets they never did what they said they were doing I really think they are praying on the elderly people they said they were going to refund My money back have not received anything this is been going on since 1/2/25

• Initial Complaint

  Date:05/16/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 booked a trip through **** at Bookviaus.com and was double charged for the resort stay. Two 1474 charges appeared on my card and I was continually reassured that one would fall off within 10 business days, after it had been longer than 10 business days I contacted **** and she put in an internal dispute and advised me to submit a chargeback on my credit card. Since then Ive been asked to submit supporting documentation for my claim and **** has stopped answering my texts/calls.

• Initial Complaint

  Date:04/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 needed to change my flight so I called Vueling airline but some how I got connected to this company that lied to me saying they were vueling. They charged me $307 to move my flights but that never happened. They basically booked a flight on the wrong day. When I called them to fix their mistake no one answers, they hung up, they said someone will call me back it never happened. I dont even have a flight number or anything with vueling anymore. When they booked the wrong flight they used someone elses card number with my name. I am honestly afraid of fraud. I also have text and emails to prove everything.

• Initial Complaint

  Date:03/06/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Booked a flight and Hotel through Bookvia us.com to the ****************** - departure was Feb 19 , return was March 2nd. 1. For the Hotel BookViaUS , used Expedia and this portion was charged directly to my card and it went through 2. The airline portion was charged on the BookViaUs credit card and they charged me on my card ($3799.04 CND). This also went through. - my card was not involved with the airline theirs was .3. BookViaUS purchased the flight tickets on their card (Feb 7th) was subsequently declined by the airlines fraud department on Feb 9th . They were notified by the airline and received a full refund for their purchase from the airline - as they were the buyer of the tickets, they notified Booking via us .3. As Booking via us did not notify me - I went to the airport on Feb 19 with the e-tickets they sent me not knowing that they were void 4. I had to re-buy tickets at a huge price at the gate with no support from them 5. The agreement with BookViaUs.com was a two way flight at $3799.04 CND and now I am faced with a unexpected $7359.48 CND extra airline ticket purchase at the gate in addition to what I paid them - this should never have happened . 6. As of today , no apology and no refund - I would like them to pay back the difference between what was promised and what I actually had to pay

  Business Response

  Date: 03/21/2023

  The card which was used by  *************** was declined by the airlines due to fraudulent transaction even our payment merchant has declined the first transaction and then it got charged. Airlines did not informed us about the fraudulent transaction as tickets was never cancelled but the airlines they just denied the boarding as per the statement of Mr.Philip.At the time of check-in *************** did not informed us that airlines is not allowing him to board the flight. When we got to know the through email by *************** our backend team was trying to contact *************** but his number was off so we keep in touch with him on email.The amount that we charged from *************** was already refunded by our merchant and apart from that he already put the chargeback request to the bank.

  Without our information and knowledge *************** paid extra amount to airlines which was never informed by us and now he want refund of the same which was never committed by us.

   

   

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19528826
  
  I am rejecting this response because:

  1.  I paid BookViaUs with my card for the flight. It was accepted and I was charged immediately. I have confirmed this with my bank. 

  2.  BookViaUs paid the airline with their card. This was at first accepted but later rejected by the airline fraud department (air Transat reservation GVS2QF) - Airline canceled  the booking on Feb 9th. (reservation was made Feb 7th) 

  3. BookViaUs did not inform me even though they got their money back from the airline 

  4. I ended up going to the airport and being informed that my booking was no good - I contacted BookViaUS from the airport but did not get any support . 

  5. I had to buy new tickets at the gate 

  6. I would like them to pay the difference between what they promised me and did not deliver and what I had to buy at the gate 
  

  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/23/2023

  As per the conversation between **************** and our agent, **************** did not inform our agent how much airlines are charging extra from him and nowhere in that chat we agreed on any amount that we are going to compensate on this issue, also he bought new tickets on his own without giving us a chance to check with the airlines.
  
  
  **************** is trying to threat us by putting up negative reviews everywhere without even giving us a chance to discuss about this matter and we have requested him lot of times that while he was traveling his phone was not reachable and it was very difficult to discuss this matter on email but he was continuously putting up negative reviews and defaming us. Moreover before having any conversation he raised the dispute in his bank so we take no responsibility of any compensation because raising dispute also creates issues with our merchant so we always prefer to resolve it at our end rather than having a dispute but he did not gave us any chance to resolve this issue.
  
  
  However in our agreement with **************** we did not mention anywhere that in case of any flight cancellation or schedule change we are going to pay him the extra amount for compensation.
  
  
  Also if our intensions would have been wrong we would have taken Hotel Charges also and let him pay again at the Hotel, Calling someone scammer like this and defaming anyone without giving them chance to resolve your issue is totally wrong and then threatening us publicly on social media by putting up negative reviews is not acceptable at all. ****** we only take responsibility of refunding the amount that we charged and **************** was not able to avail the services on it other than that we do not take any responsibility on his demand of any compensation, as per agreement he has also availed the hotel booking which was directly paid by him but booking was done by us and we are not charging any service fees for that.
  
  

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19528826
  
  I am rejecting this response because:

  As per the enclosed contact extract 
  

  "The Total Price Incl. all the taxes & Fees: ******* USD (******* CAD)with the name of Bookviaus.com, And ******* USD (******* CAD) from Expedia - Total - ******** USD (******** CAD)"

  BookViaUS.com booked the hotel portion via Expedia directly on my card I had a hotel waiting on me from Feb 19- March 2nd. 

  BookViaUS booked the airplane portion on their card, and charged my card $3799.04 CND which went through without issue and was posted on my card Feb 3rd. 
  

  BookViaUS bought tickets form the Air Transat on their card and sent me e-Tickets on Feb 7th. 

  The airline cancelled their booking due to suspected fraud on their card and issued a full refund to them by  Feb 9th. - see enclosed voided booking  receipt GVS2QF

  BookViaUS did not notify me , nor issue me a refund from Feb 9th all the way till the day of departure on Feb 19th - This this wrong and unethical 

  When I contacted their support line on the day of departure, I was not able to talk with them. They stated that their systems were down. They did not offer any real time support even though I had a hotel waiting for me in the Dominican that they booked on my behalf and the e-tickets they sent me had been voided 

  I informed them via their text support line of the cost of a new plane ticket $7359.48 - however they did nothing. - See enclosed new booking booking  receipt 00NDW9
  

  I continued to email and text them from my vacation , ruining the first part pf my vacation. 

  I maintain the position that it was their own credit card error that caused the cancellation of the e-tickets that they issued to me.  As well it was their complete negligence to not notify me of this cancellation prior to my departure. They made a promise of flight tickets at $******* USD (******* CAD) in their contract to me and they not only did not live up to this promise but obliged me to re-buy the same tickets at $7359.48 to save my vacation. 

  The fact that they did not notify me of the cancelation  ( occurred on Feb 9th) nor refund me prior to my departure ( occurred on Feb 19th) speaks volumes and leaves little room but to question the ethical nature of their entire operation.  This is not how a trusted travel agent should operate. 

  I maintain that they should pay back the extra money I had to pay for the flight tickets I booked with them. 
  

  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/10/2023

  We did not shared any type of agreement with *************** regarding the refund of extra amount that he paid to the airlines. Whatever the amount he paid to us he already raised the dispute against that amount. Now we do not have any amount of ***************** with us.

  Before putting the negative reviews and chargeback *************** gave us some time then only we can try to accommodate him for future  booking or credit but now we ca not do anything.

   

   

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19528826
  
  I am rejecting this response because I booked my flight with BookViaUS (I paid them and they paid the airline and sent me e-tickets) . The booking was cancelled due to suspected fraud by the airline against BookViaUS 10 days before my departure. BookViaUS did not notify me , even though as the purchaser of the tickets the airline notified them ,- they let me go to the airport with voided tickets.- see enclosed statement from airline 

  This is absurd , and so wrong.  I ended up having to buy tickets at the gate and strongly feel that due to their negligence if they are a real travel agency they should compensate me for the extra money I had to spend due to their failed booking. 
  

  The payment from me to BookViaUS went through without any issue - it was their payment to the airline that got flagged as fraud . 

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/27/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 agency lied and said they were ********* Airlines they took a partial payment of ****** and once I looked them up I found out they are not ********* Airlines so I canceled they were dishonest and I believe this was a scam. They refused to give me a full refund! They also lied and told me that the ticket I purchased was my only option through ********* Airlines which was another ************* was able to find the itinerary I need through ********* Airlines website! They first told me they would ***** me a full refund then told me no they would not! This was in November and I still have not received any type of refund. Please help me get my money fully refunded.