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:11/01/2023

  Type:Sales and Advertising 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.

  Transaction date Oct 31 2023 I booked tickets for 4 people. I have not received the ticket confirmation but rather an email late night requesting me to call their customer service to process tickets. Now I am not sure if they have cancelled my tickets or its in process. I just dont want to deal with this nor do I want to call them just to process a simple transaction. I want *********** to send me a cancellation confirmation and if my credit card is charged then a refund.

  Business Response

  Date: 11/01/2023

  Dear *****,

  Greetings from Flightsmojo

  Apology for the inconvenience caused to you till date

   

  As checked with our reservation team and got to know that our team had tried calling you for the verification of your booking as to prevent any fraudulent activity but there was no response by your end. Hence the ticket was not booked reason you had not received any e-tickets.

  But taking your request the booking has been CANCELLED and no amount has been charged from your card. Cancellation email has been shared to your registered mail id.

   

   

  Thanks and Regards

  Team Flights Mojo

  Customer Answer

  Date: 11/01/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/18/2023

  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.

  Date of transaction is 10/17/23. Booked a flight using **********.com, they sent me a pending email. The company gives up to 24 hours to cancel but there is no one to answer the phone. I have tried calling several times and emailing. They have not responded.My booking number is ******. I would like to cancel and be issued a refund.

  Business Response

  Date: 10/26/2023

  Dear *****,

  Greetings from Flightsmojo...

   

  Kindly like to inform you that our reservation team had cancelled your ticket and no amount had been charged from your card.

  Cancellation confirmation was already sent to your email , please check.

   

  Thanks and Regards

  Team Flightsmojo

• Initial Complaint

  Date:09/28/2023

  Type:Sales and Advertising 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.

  On June 23, 2023, I booked a reservation with FlightsMojo for a one way two-leg flight from ****** to ******** *****. The booking ID was ***** and the confirmation code for the airlines ********* Airlines) was 4MYTH. The total booking fee was $587.40.On September 7, 2023, I was notified by ******** Airlines that the first leg of the trip had been cancelled and I promptly notified the FlightsMojo support team over email (screenshots of this email and forwarded email are attached), informing them to see the instructions provided by ******** Airlines to rebook the flights, with waived fees before September 28. It should be noted that I attempted to contact FlightsMojo support via phone, but was met with answering machine saying that agents are busy and to email the support team, which I did.I attempted to contact ******** Airlines (HA) to see if I could rebook myself but as expected I was directed to go through the travel agency, FlightsMojo. This is where the nightmare begins.After no email response in four days, I contact the FlightsMojo team on Sept 11 and ask them rebook. The agent says he will work on it and will send a confirmation when it is done.Ten days later, on Sept 21, after receiving no confirmation, I call FlightsMojo asking why I have not received a confirmation. The agent tells me that they sent an email to HA and are waiting to hear back, but that if they are not able to rebook in ***** hours that they would issue a refund. I called HA and they confirmed that they had not received a call or email from the agency and that the proper channel is for the agency to call them, not email.I called FlightsMojo four days later, since no rebook or refund, and they told me I had to go through HA to get the refund, which is false. Called HA and again they verify FlightsMojo did not reach out.Every time I contact FlightsMojo now, the agent tells me they will get back to me in ***** hours and nothing is ever done and they refuse to 3-way call HA.

  Business Response

  Date: 10/11/2023

  Dear *****,

  Greetings from Flightsmojo

  Apology for the inconvenience caused till date

   

  As checked , your reservation was cancelled by the airline on voluntary changes where travel agency has no permit to modify the itinerary , it can be done by the airline only. Therefore we have asked you to contact airline as you were having your connecting flight with ALL NIPPON AIRWAYS which completely not allowed us to amend any changes.

  Hence , we had advised you to contact airline for refund as well. Kindly give us some time for getting it rectified with the airline.

   

  Thanks and Regards 

  Team Flightsmojo

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20666227
  
  I am rejecting this response because:

  FlightMojos claim that I have to ask ******** Airlines (HA) for a refund is objectively false. I did contact HA twice to verify this - they were very clear that it was FlightsMojo who were responsible for cancelling and issuing a refund, or contacting HA via phone to arrange for zero-fee rebooking. I consequently talked to a FlightsMojo agent (named *******************) and requested that he do a 3-way call with me and HA to settle the matter, but he refused. Time and time again, FlightsMojo refused to do anything to resolve the situation in any way, whether it was to cancel the ticket and issue a refund, or rebook with the airlines via proper channel. 

  At it stands, FlightsMojo has taken my money and failed to honor my purchase. I do not have a flight out of ****** and they have made no effort to resolve the issue, despite instructions on what to do. This is deeply unethical. I am hoping they will do the right thing and issue a refund as I would prefer not to have to escalate the complaint any further.

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

  Business Response

  Date: 11/05/2023

  Dear *****,

  Kindly like to inform you that your refund will processed by the airline as cancellation was made by their end. If cancellation would have done by our end ticket were NON-REFUNDABLE,  hence requesting you to please contact airline for getting it processed and then let us know will process the same.

  Your patience is highly appreciated.

   

  Thanks and Regards 
  Team Flightsmojo

  Customer Answer

  Date: 11/11/2023

   
  Complaint: 20666227
  
  I am rejecting this response because:
  

  While the my purchase was non-refundable under normal circumstances, FlightsMojo refused to hold up their side of the contract and reschedule the flight with the airlines once they cancelled the first leg. Despite me calling the airlines multiple times and trying to sort out the rescheduling or refund myself due to FlightMojos lack of action, the airlines made it very clear that I am unable to do so as it is FlightMojos responsibility. Again, I informed FlightMojos agents several times of this fact. I asked them to do a three-way call with the airlines so we could sort it out together and they refused. They simply refused to take any action at all, which resulted in me not having a flight out of ****** - making the entire purchase void. As such, since it is FlightsMojo did not hold up their side of the contract, they need to do the right thing and offer me a refund.

  What FlightsMojo has still not done is explain why they refused to perform any action towards rescheduling the flight with the airlines, as is their responsibility as the flights agency.

   

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

  Business Response

  Date: 11/26/2023

  Dear *****,

  
  Kindly please understand the concern we are facing as we unable to get it refunded by our end. As checked ticket status is still opened by the airline which can be easily refunded as per customer request. 

  Kindly do contact airline and get it refunded on the basis of schedule change by the airline.

   

  Your patience is highly appreciated.
  
  Thanks and Regards 
  Team Flightsmojo

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20666227
  
  I am rejecting this response because:
  

  FlightsMojo continues to claim that I am able to ask for a refund from the airlines but this is not true. As I have repeatedly stated, I have already asked the airlines about this and they were clear that this was the responsibility of the FlightsMojo team, as I did not purchase the ticket directly from the airlines. I would like to request that FlightsMojo kindly provide proof for these statements. Proof can be in the form of any document provided by the airlines stating this, or proof of correspondence with the airlines where the airlines affirms what FlightsMojo is claiming.

  Additionally, they claim that the "ticket status is still opened by the airline", I would also like to see any documented proof that this is the case.

  Please upload all relevant documents.

   

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

• Initial Complaint

  Date:09/26/2023

  Type:Sales and Advertising 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.

  The date of the transaction is 9/8/23. This online travel agency purchased tickets for me from ***** at a reduced price. The total transaction was approximately $1550. After I purchased tickets from them, I did receive a confirmation email from ***** airlines. I was able to reserve seats and have a ***** issued confirmation number and tickets. However, a few weeks later my reservation was canceled and my tickets were gone. I contacted ***** and they informed me that Flightsmojo was able to cancel my reservation. Since they had my name, credit card number, and confirmation number that had full control of my reservation. So, they kept their commission on the sale and cancelled my flight. I assume at that point they repeated this process to other victims by reselling the same tickets and keeping the commissions.

  Business Response

  Date: 10/09/2023

  Dear *******,
  
  Greetings from Flightsmojo
  
  As checked your reservation has been cancelled by the airline end as an voluntary changes. The ticket no. is in exchange status which means it is under airline control where travel agency can't make any changes further on it. 

  For more clarification you can contact airline for the refund query simultaneously we are getting in contact of airline for same. Kindly give us some more time to get it rectified. 

  
  
  Thanks and Regards
  
  Team Flightsmojo

  Customer Answer

  Date: 10/10/2023

  Hi.  I spoke with ***** Airlines concerning the cancelation, several times.  The confirmed that Flightsmojo canceled my flight.  The reported Flightsmojo to the Fraud Department.  It is my understanding that Flightsmojo kept the commission they made on my flight.  Then canceled my tickets.  And resold those tickets to another customer, which involved another commission for Flightsmojo.  They continue this process as part of scam, keeping multiple commissions on the same set of tickets.  Everything I am claiming can be verified through ***** Airlines.  

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20659767
  
  I am rejecting this response because: Hi.  I spoke with ***** Airlines concerning the cancelation, several times.  The confirmed that Flightsmojo canceled my flight.  The reported Flightsmojo to the Fraud Department.  It is my understanding that Flightsmojo kept the commission they made on my flight.  Then canceled my tickets.  And resold those tickets to another customer, which involved another commission for Flightsmojo.  They continue this process as part of scam, keeping multiple commissions on the same set of tickets.  Everything I am claiming can be verified through ***** Airlines.  
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 10/24/2023

  Dear *******,
  
  Greetings from Flightsmojo
  

  Apology for posting the delayed response was facing some technical issue on ground.

  
  The ticket no. is in exchange status which means it is under airline authority , hence changes can be made through airline only.

  Below is the attachment shared to ticket image where ticket status EXCHANGED is clearly shown.

  
   
  Thanks and Regards
  
  Team Flightsmojo

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20659767
  
  I am rejecting this response because:

  it is fraudulent.  I spoke with Delta Airlines.  They reported this transaction to their Fraud Department.  They also stated that Flights Mojo is responsible for canceling the flight.  Why would Delta cancel my flight, and not notify me of the cancelation?  Delta actually traced the cancelation back to Flights Mojo.  You can contact the ********************** for the truth.  These random screenshots provided by Flights Mojo don't prove anything.  

  Also, please take the time to see the number of complaints that Flights Mojo has already received on the BBB website.  Someone needs to put them out of business.  We can not allow these types of companies to exist.  

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

  Business Response

  Date: 11/07/2023

  Dear *******,
  
  Greetings from Flightsmojo
  
  

  Ticket had booked by flightsmojo through DELTA airline that's the reason airline is denying the fact that fight has been cancelled by the airline itself. Customer paid to us, we paid to airline for e-tickets later on flight got cancelled which needs to get informed to pax as all the details had mentioned on airline confirmation number , but airline didn't.

  Please go to the positive one as well ,every company has the bad and positive reviews which doesn't mean the company is fradulent. Numerous of people fled booked through flightsmojo.

  Requesting you to please make the status change from airline to OPEN , will process the same.

   

  
   
  Thanks and Regards
  
  Team Flightsmojo

  Customer Answer

  Date: 11/08/2023

   
  
  Complaint: 20659767
  
  I am rejecting this response because: ***** Airlines has confirmed with me that the flight has not been canceled, only my tickets were canceled.  The flight itself is still on schedule.  ***** also confirmed that Flightsmojo was the one who canceled the flight.  ***** had no reason to cancel my flight, but Flightsmojo did.  The made a $400 commission for doing absolutely nothing.  
  The poor ratings on BBB for Flightsmojo far outweigh the good ones.  Hence the * rating for the fraudulent company.  *********** is so dirty that it recognized my phone number and when I called in to resolve this issue...my call went straight to voicemail.  However, when I called from a unidentified number, my call went straight through to representative.  They are obviously dodging calls, dodging responsibility, and have no reason to remain in business.  Please see the countless complaints on Reddit.  One customer after another calls them a scam.    
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/19/2023

  Dear *******,
  
  Greetings from Flightsmojo
  
  
  Kindly favour us by just making the ticket status open requesting to the airline will process the same on priority basis as for your understanding the ticket status always belong to the airline which they do update once there is any changes therefore your ticket is in exchange status which only can be change by the airline to OPEN.

  Please check and advise further if get once opened.

   

  
   
  Thanks and Regards
  Team Flightsmojo

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20659767
  
  I am rejecting this response because:

  Delta Airlibes told me that Flightsmojo had the ability to change my reservation. So Flightsmojo is clearly being dishonest. They also know all about my ticket purchase history. They know that I tried to rebook my flight. They should not have access to my travel plans, but they do have that information. And they have exploited it for their financial gains. I want the $400 commission they charged me immediately refunded. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/26/2023

  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.

  DO NOT USED THEM I made a purchase for 2 tickets round trip for $797.58, *** to *** premium seat paid extra, then they sent me a email overnight to call them i tried for 3 days know-one answered the phone, then I sent 2 more email and called over 50 times in 3 days and finally on the 3 day around 10:30 pm they answered and told me they cannot honor my tickets price the person was very rude with me and hung up on me.

  Business Response

  Date: 10/09/2023

  Dear **********;,
  
  Greetings from Flightsmojo
  
  As checked your ticket was confirmed and sent, if not received kindly find the attached confirmed E-ticket.
  

   

  
  Thanks and Regards
  
  Team Flightsmojo

• Initial Complaint

  Date:09/26/2023

  Type:Sales and Advertising 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.

  The company Flights Mojo is a scam. We booked flights through them, to get nonstop phone calls from them directly after finally resulting in a voicemail that I must respond immediately to complete the reservation. I called back many times to no response, no way to leave a voice message, and the automated message said to send an email. I received strange automated emails from them, then again many missed calls. I finally managed to speak to someone who went on and on about something I couldn't understand and sounded like I needed to pay more money. I told him I wanted to cancel the reservation as we no longer wanted the flights. He said I couldn't, it was already completed, and if I did I would be charged cancellation fees. I was told he would send me an email with all of these details and I needed to let hime know in the next 1-2 hours. Never received an email. At this point I called my credit card company-no charges had been made-so I cancelled the card and feel I dodged a bullet. I've since had repeated calls from this company and repeated very weird emails. They are not honest nor to be trusted and should not be allowed to be in business.

  Business Response

  Date: 10/09/2023

  Dear *******,

  Greetings from Flightsmojo

  As checked with our reservation team and founded that you had made a reservation by your own consent visiting flightsmojo website. We as an company initiates calls to the customer once we received booking to get confirm the booking has originally made by the customer or not just to stop fraudulent activities these days.

  Hence , our representative had called you for the verification but there was no response from your end therefore the booking was confirmed. Later you had called our customer service and tried to cancel the reservation where the cancellation penalty were included but as a goodwill gesture the company had taken the loss and get the ticket cancelled without any charges.

  Your card was never charged. Kindly requesting you to please accept our apology of not providing you the service onboard.

   

  Thanks and Regards

  Team Flightsmojo

  Customer Answer

  Date: 10/10/2023

  Hello,

  I received an email response from Flights Mojo regarding my complaint that I am either to accept or reject. 

   

  I personally do not need anything from Flights Mojo. My main goal in filing the complaint was to flag this business that I truly believe is not a properly nor ethically run business. Per other complaints I've seen online, others have lost money and I am very grateful to not have lost any of my money. As stated in my complaint, I was not charged because I managed to cancel my credit card in time. This had nothing to do with Flights Mojo doing a good will gesture of not charging me. 

   

  What happens when an individual files a complaint? Is there any investigation completed? I do not want others to lose money, time or emotional energy over this company.

   

  Thank you in advance for your time,

   

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

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20645458
  
  I am rejecting this response because: 

  Hello,

  I received an email response from Flights Mojo regarding my complaint that I am either to accept or reject. 

   

  I personally do not need anything from Flights Mojo. My main goal in filing the complaint was to flag this business that I truly believe is not a properly nor ethically run business. Per other complaints I've seen online, others have lost money and I am very grateful to not have lost any of my money. As stated in my complaint, I was not charged because I managed to cancel my credit card in time. This had nothing to do with Flights Mojo doing a good will gesture of not charging me. 

   

  What happens when an individual files a complaint? Is there any investigation completed? I do not want others to lose money, time or emotional energy over this company.

   

  Thank you in advance for your time,

   

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

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

  Business Response

  Date: 10/26/2023

  Dear *******,

  Greetings from Flightsmojo

   

  Thanks for the feedback you have given us to make it better in future for the passengers onboard.

  
  Thanks and Regards
  Team Flightsmojo

• Initial Complaint

  Date:08/29/2023

  Type:Customer Service 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 booked travel for 4 people to ********** in April 2023. We had to cancel the reservation and were told we could receive a credit and reschedule. For the past week Ive been trying to contact Flights Mojo to reschedule the reservation but no one answers the phone or replies to email.

  Business Response

  Date: 09/03/2023

  Dear *****,

  Greetings from Flightsmojo..

  Apology for the inconvenience caused ..

   

  As checked , our representative had already contacted you on your future credit utilization and had given you the figure of total amount to be paid.

  You had requested us to call us back once you got confirmed on same , kindly informed us once you decide.

   

  Thanks and Regards

  Team Flightsmojo

• Initial Complaint

  Date:08/21/2023

  Type:Sales and Advertising 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.

  I bought two tickets from flightsmojo for travel from ******* to Huatulco Mexico, departing February 26, 2023 returning April 2, 2023. All flights were with Aeromexico. All documentation from the airlines and from Flightsmojo contain both segments of our itineraries.The outbound portion went without complication. On April 1 I tried to check us in online and were given a message that all travel on our locator number number had been completed.After spending hours on the phone and in the airport, I was required to book 2 full fare tickets home at a cost of some C$3400. Aeromexico has advised that we must conduct any inquiries through our travel agent. I have subsequently spent untold hours on the phone and in email with Flightsmojo. At every turn they advise that they will get back to me in the next six hours, 24 hours, 72 hours, seven days. At no time has a flightsmojo responded to **** still have not been given a reason for the cancellation of this reservation. Note; I see on other complaints that verification of ID and verification of credit cards comes up as Flightmojos excuse for customers travel problems. Clearly, this cannot be the case here, as we each paid for both portions of our itinerary in one payment. Since we were able to board the plane out of *******, all documentation and payments questions must have been already settled. Additionally, all payments agreed to have indeed been charged to our credit cards.At this point we are totally stymied , Aeromexico advises we must deal with the travel agent, which I understand is the protocol. FlightsMojo simply refuses to respond to our queries. Thank you for your assistance. I have included evidence of our booking, confirmation from Aeromexico was up-selling to us for our return trip right up to days before departure (meaning the reservation was still active) and the note from Aeromexico denying our check in. I can provide proof of payment etc as required.

  Business Response

  Date: 09/03/2023

  Dear *****,

  Greetings from Flightsmojo....

  Apology for the inconvenience caused to you.

   

  As checked your given screenshot which clarifies that your booking was all time confirmed but there was some schedule change which lies under involuntary change ( Changes made through airline ) where travel agency do not have permission to go through with any changes. Hence , if the changes had been made by the airline which we are not able to check need to get corrected with airline itself.

  As per your information provided , we have re-escalated the concern to the airline to check and get it rectified. Meanwhile kindly contact the airline and asked to share the documented proof of  why airline had not allowed you to board the flight. Will check and rectify.

   

  Thanks and Regards

  Team Flightsmojo

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20491083
  
  I am rejecting this response because:

  1) Flightsmojo is asking me to inquire with the airline as to why we were denied boarding. As I believe I previously described, through many calls to Aeromexico they are adamant that we must deal with the travel agent (Flightsmojo). They will not give us any information about the reason we were denied boarding, who cancelled our reservation or when it was cancelled. 
  2) Flightsmojo advises that they will escalate with Aeromexico. In my conversations with Flightsmojo well over a month ago I was advised multiple times they were in touch with Aeromexico.  For them to advise in their response that they will a) escalate (without giving any indication of when this will occur or if it has already occurred b) what the expected timing is for a response and c) the reasons that all promises made on the phone to me to investigate and call me back have gone unfulfilled, leads me to question the sincerity of their response.
  Again, I have received no communication initiated by Flightsmojo on this matter until they provided their response to my BBB complaint. 
  
  I would like the BBB to keep this open until we have a reasonable resolution. 
  Thank you. 
  

  ************************** 

  Business Response

  Date: 09/19/2023

  Dear *****,

  Greetings from Flightsmojo.

   

  The same we are asking to share the documents why airline had not allowed you to board the flight , then only we can negotiate with Aeromexico.
  

  We had re-escalated the concern to the airline to check and get it rectified but they refuse as we were not having the documents to proved the flight was non-boarded by the passenger.
  

  Requesting you to please provide us some documents for getting the issue resolved.

   

  
  Thanks and Regards
  Team Flightsmojo

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20491083
  
  I am rejecting this response because:
  Fist of all, flightsmojo should be aware that we were not advised of the cancelled reservation until we tried to check in. See attached notice from Aeromexico upon our attempt to check in on April 1.  All details of the denial were down with Aeromexico verbally on the phone and at the airport. 
  Second. See attached emails from flightsmojo advising that out reservation has been cancelled by the airline.  They were fully aware of the cancellation and their request to have us provide written proof from the airline is disingenuous. 
  Third. See the attached **** charge for almost $3,400 for same day one way travel from Huatulco to ******* April 2 to replace the return ticket we were denied access to. 
  
  i have little faith the company has taken any steps with the airline and are only going through these motions for the benefit of delaying a final adjudication from the BBB. 
  Sincerely,
  
  *************************

  Business Response

  Date: 10/04/2023

  Dear *****,

  Greetings from Flightsmojo....

  Apology for the getting the concern so lengthy 

  
  Apology for same as we are abide of airline policy as your ticket status still shows FLOWN , hence without any documented evidence we can't relate the same concern with the airline.

  Requesting again to check with the airline to share the exact reason of not allowing to board the flight with confirmed E-ticket.

   

  Thanks and Regards
  Team Flightsmojo

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20491083
  
  I am rejecting this response because, as I have stated repeatedly,..

  A) flightsmojo was the one that advised the reservation was cancelled. I have provided this correspondence. For flightsmojo to now require me to prove that the reservation was not cancelled is illogical. Flightsmojo must provide proof that we did fly, which they cannot, because we were denied boarding. Additionally, the purchase of 2 tickets for same day travel would convince any reasonable person that we were denied boarding on that day. 
  B) as previously advised in each correspondence, Aeromexico will not deal with us. They require us to work with the travel agent. Flightsmojo has a relationship with Aeromexico as they are able to book flights on their airline  I have no such relationship  

   

  For BBB - flightsmojo has not taken any steps to rectify this situation other than ask for information I have already provided or ask for things they know full well are not available to me. We are currently in spin cycle and Flightsmojo will continue to extend the timeframe for this exercise until someone else gives up  

  I do not know what power BBB has to coerce a member to act in good faith, but if someone at BBB would look at the details of this complaint and interject into the conversation around the reasonableness of Flightmojos rationale / correspondence / requests vs the reasonableness of my presentation and complainT that would be helpful  

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

  Business Response

  Date: 10/24/2023

  Dear *****,

  Greetings from Flightsmojo....

  Apology for the inconvenience caused to you.

  
  As you have claimed of flight not being boarded , will you please share the documents so that we can get it rectified the same with the airline because airline statement is the status of particular passenger is FLOWN.

  Repeatedly you are stating the same issue and not allowing us the documents for further check , hence requesting you to please get in touch with the airline for further processing.

  As per airline policy we will work according to the ticket status. Flown means passenger has boarded the flight.

   

  Thanks and Regards

  Team Flightsmojo

   

   

   

   

   

  
  Thanks and Regards
  Team Flightsmojo

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20491083
  
  I am rejecting this response because:  see attached correspondence from you, Flightsmojo advising that my reservations have been cancelled. I have previously provided this. Also see advice from Aeromexico from April 1 (the day prior to our scheduled return flight) that all travel under this itinerary had been completed. This too had been previously provided. I have also previously provided flight details of the return portion of our trip that I was required to purchase at the airport on same day of travel. Clearly this all is proof enough that we were denied boarding. Any reasonable organization would accept this. 
  

  if Aeromexico does indeed contend that we travelled under our original itinerary, Flightsmojo should have provided written proof of this, which you have not. 
  
  Note to Better Business Bureau.  Clearly the company is delaying in accepting responsibility in this matter.  They have refused to deal with me directly and are asking for documentation that I have previously provided. 
  I am looking for reimbursement of some $3400 for the 2 full-fare same day tickets we were required to purchase on April 2. 
  What can BBB do to assist. 
  Sincerely,
  
  *************************

  Business Response

  Date: 11/19/2023

  Dear *****,

  Greetings from Flightsmojo....

  Apology for the inconvenience caused to you.

   

  We had coordinated with the airline but and provided the documents that we have which was not enough to claim the assistance you have asked for , hence we had requested you share us the documents for further check for your claimed flight of not being boarded.

  
  Thanks and Regards
  Team Flightsmojo

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20491083
  
  I am rejecting this response because flightsmojo has again failed to provide written correspondence from Aeromexico that boarding was granted under the locator number in question. Flightsmojo is making no attempt to assist me in my dealings with Aeromexico and is solely hoping that that I will tire of their non-responsiveness. 
  Better Business Bureau - can you assist. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/16/2023

  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 am absolutely appalled at the service of flights mojo. I have been trying to book my flight for two months now and no one will call me back. I had Covid a few months ago and I had to reschedule my ticket. I have a ticket issue with ******* and they told me that I have to rebook with flights Modjo, **** and ***** do not get back to me. They have completely ignored me they keep saying theyre going to call me back. I have been wasting days and hours trying to get my flight rebooked to *********. This is disgusting customer service! And Ill be getting a lawyer to **** if no one fixes this issue this is terrible my whole family are lawyers and will file a lawsuit as this is taking up my time its causing me stress, anxiety and time off work and mental instability as I cannot even get my flight rebooked after hours on the phone for the last month and a half they keep saying they will call me back. There is a manager not there and they sent me one email to send them the flight dates which I did two days ago and no one responds again will be taking legal action and will be towards flights mojo if no one helps with my flight rebooking this is horrendous customer service. !!

  Business Response

  Date: 08/29/2023

  Dear *********,

  Greetings from Flightsmojo..

  Apology for the inconvenience caused to you ...

   

  Kindly like to inform you that we have already forwarded the concern to the airline as we were not able to find any credit for same. Our higher authority has taken the concern and will try to resolve it as soon as possible.

  Informing you the same as we never denied of re-booking the flights but need some time to get it resolved as airline reply is not satisfactory for us. Have patience will get back to you soon.

   

  For any help please call us at *************** during operational hours between 12:00-21:30 hrs EST.
  
  Thanks & Regards
  Team Flights Mojo

  Business Response

  Date: 10/01/2023

  Dear *********,

  Greetings from Flightsmojo..

  Apology for the inconvenience caused to you ...
  
  As checked with the airline , airline only prefer the credit with premium economy which our agent had already explained you the same but you denied to access the premium economy with the airline, hence was denied the request by your end.

  Informing you the same as we never denied of re-booking the flights but we are abide of airline policies. Kindly understand the concern and if needed to get it booked contact us at your earliest.

  
  
  For any help please call us at *************** during operational hours between 12:00-21:30 hrs EST.
  
  Thanks & Regards
  Team Flights Mojo

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20475349
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 10/02/2023

  This is false information. ******* gave me a credit for anything that I would want to do with my credit. Where does it say that it **** to be premium economy? They are lying to make more money off me. I want a full refund or my Konomi to get of what I purchased Ive never purchased a premium economy ticket that is fraud and false lies. This company never gets back to me I have tried to reach out to them 4 more times they are liars. If you look at all their reviews, you can see this whole company is a scam and fraudulent company. They should be shut down they have to be shut down. They are scammers and lie about everything just to make the sale and then do not call you back or get back to you. I want to help you with the rebooking, they need to not lie. I want a refund or the purchase of my rebooking with them with the same ticket that I purchase, which was a economy ticket to Australia I never ever purchased a premium economy ticket all they have done is lies to me. This is not a reputable business. Its a scam business. Do you need to rebook my economy ticket or refund me this is unfair. I work hard for my money and you guys basically stole my money and now I want me to purchase a ticket that is $2000 more so you can make more commission of people. This is disgusting and fraudulent and inhumane. I want my economy ticket or a refund immediately Im sick of waiting and asking for this this is been going on for months. Its causing me stress and anxiety and I have doctor ************ to say Ive had Biofeedback therapy and psychology therapy because of all the stress they have caused me this is not fair to the public people of America thats why all the reviews are terrible , I need this refund it back to my account or to have the same equivalent ticket that I purchased ******* would never ever say that I have to get a premium economy ticket that is a lie. Where is the proof of them saying that I have called ******* directly myself, and I said thats not true that flights mojo is lying. I need my refund or economy ticket replaced immediately.!

  Business Response

  Date: 10/16/2023

  Dear *********,

  Greetings from Flightsmojo..

  Apology for the inconvenience caused to you ...
  
  

  Please do share us the documents airline stating the credit with economy and refund for same , as we are unable to claim the same with the airline. 

  Our backend team already contact QANTAS airline sales and refund team but they denied to provide any credit for economy. Hence requesting you to please get back to the airline and share us the valid proof to claim.

  
  
  For any help please call us at *************** during operational hours between 12:00-21:30 hrs EST.
  
  Thanks & Regards
  Team Flights Mojo

• Initial Complaint

  Date:08/01/2023

  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 paid $14518.04 for 4 business class tickets on May 24th on FlightsMojo. They asked me to send credit card authorization which I did, and our tickets were confirmed. on Jun 10th, vIrgin atlantic cancelled one return flight on Jan 15th so we asked FlightsMojo to change the flights to before the 15th or refund the tickets because of the airline schedule change. I explained that my kids have school, so we need to return before the 15th. And I need to book my domestic flights in ***** They said it takes 10 days for changes which should never be the case. I called Virgin and they said they can do a full refund because its their schedule cancellation change which impacted our travel.Since Jun 10th to July 31st, I contacted FlightsMojo more than ***** times via phone call and emails, and spoke to *****, ****(supervisor), ******, ***** (floor supervisor) and more. They keep saying it takes ***** hrs everytime and NO ONE ever calls or addresses the issue. They said they changed it to 16th which we never agreed to due to missing high school for both kids. Till now, every time they say someone will call you in 24 to 48hrs This is the WORST travel agency and I wish I had never booked with them. We all know about airline schedule changes and they are handled immediately on the phone within minutes if not hours. It doesnt take 1.5months for new flights or a refund. Since Virgin will give a full refund, I want to make sure we will get a full refund from FlightsMojo. They should never be allowed to operate with this level of anxiety and unresponsiveness for ********************************************************************************************************************************************************* getting a full refund from FlightsMojo

  Business Response

  Date: 08/14/2023

  Dear Rekha,

  Greetings from Flightsmojo...

  Apology for the inconvenience caused till date ..

   

  Kindly like to inform you that there was a involuntary changes on your ticket by the airline which was reissued itself for 16th of Jan after flight was not available for 15th of Jan ****. Hence we tried a lot to get a full refund for the same but airline denied. We are abide of airline policies and can't oppose the same.

  However , as a travel agent we are trying to rectify the issue with the airline on schedule change which will take some time. Requesting you to please have a patience and let the issue to be resolved at the earliest.

   

  Thanks and Regards

  Team Flightsmojo