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:01/27/2025

  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 am writing to formally lodge a complaint against the online travel agency OneTravel (******************************) regarding their mishandling of my booking and refund process. Despite my repeated attempts to resolve the issue directly with the company, I have faced significant challenges, and I now seek your assistance in resolving this matter.Complaint Details:Company Name: OneTravel Booking Reference: #******** Date of Incident: 05.01.2025 Nature of Complaint:1. Failure to Notify of Flight Cancellation: OneTravel did not inform me in a timely manner about the cancellation of my flight, which resulted in financial losses and severe inconvenience. Unlike other passengers who booked directly with the airline and were informed in advance, I received no notification from OneTravel.2. Unreasonable Refund Delays: After accepting a partial refund of $50 USD, OneTravel has repeatedly delayed the payment process, requesting my payment details multiple times and providing inconsistent responses. Despite my cooperation and compliance with their requirements, the refund has not been processed satisfactorily.3. Lack of Customer Support: My repeated attempts to resolve the issue through their customer support channels have resulted in frustration due to long response times and lack of resolution.Requested Resolution:I request that OneTravel be held accountable for their inadequate service and refund delays. Specifically, I am seeking:1. Full compensation of my incurred losses amounting to 161 USD.2. Immediate processing of the agreed refund without further delays.3. Assurance that OneTravel will improve their communication and refund processes to prevent similar incidents for future customers

  Business Response

  Date: 01/27/2025

  January 27, 2024
  
  Better Business Bureau
  ****** ******
  *************************
  *********,*******;  89118
  
  RE: *********** ******* / Case 22861467
  Booking Number / 88499669
  
  Dear Ms. *******   
  
  This is in response to the complaint we received regarding the booking number shown above.
  In his complaint Mr. ******* has expressed his concerns regarding a refund that he is waiting for.
  
  On December 21, 2024 Mr. ******* went onto our website and purchased a ticket for round trip travel between ******, ******* and ****, *****. The reservation was confirmed and the ticket was issued. The airline later had a schedule change which affected his chosen itinerary. The airline issued a refund of the ticket and Mr. ******* was advised that as a one-time courtesy compensation by our agency would be processed. Unfortunately, there was a technical issue with processing this compensation back to the original form of payment. Mr. ******* was advised and worked with us on resolving the issue. The refund has now been processed and Mr. ******* has been sent an email confirmation of the refund. He has also been given direct contact information for one of our representatives for any further questions or concerns.
  
  We regret any frustration or confusion and we appreciate the time and attention your office has given to this matter.
  
  
  Thank you,

• Initial Complaint

  Date:01/27/2025

  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 bought an emergency ticket to go to *********** on December 29th. My mother died, my US passport had a name change, the **************** gave me a temporary one to return, they charged me for writing to customer service, they added $20 to the $100 insurance, it cost me $120. I have everything documented and they wouldn't let me return after paying 1290 for a ticket, I had to buy another ticket, not with them anymore. I want my money back for the return ticket that I didn't use because they wouldn't let me pay for the passport change to return to my country, the ***Everytime a write or talk with someone the want to charge me something.

  Business Response

  Date: 02/03/2025

  
  February 3, 2025
  
  Better Business Bureau
  ****** ******
  *******************************************
  *********,*******;  89118
  
  RE: ***** *********/Case 22857862
  Booking # ********
  
  
  Dear Ms. *******   
  
  This is in response to the complaint we received regarding the booking number shown above. In the complaint Ms. ********* is expressing her concerns regarding an airline reservation purchased through our website.
  
  Ms. ********* went onto our website on December 27, 2024 and purchased a round-trip ticket for emergency travel between *******, ******* and ************, ***********. No representatives from our agency assisted in booking the reservation. Travel was scheduled to begin December 29, 2024, with a return of January 13, 2025. She later contacted our agency and wanted to change the departure date. This was done. We were contacted again on January 8, 2025 and asked to change the return date. She had already taken her outbound flight and was getting ready for her return flight. At that time, she also asked that a change be made to the name on the reservation. As an agency we had no authority to honor her request so she was advised that she would need to check with the airline on the name change.She has advised that she was given emergency travel documents by the embassy so she could take her outbound flight, but she had to purchase a new ticket to return to *****************.  The airline has advised that they are processing a refund for her. Ms. ********* has been advised of their decision, and she has also been given direct contact information for one of our representatives for any further questions or concerns.
  
  We regret any frustration or confusion,and we appreciate the time and attention your office has given to this matter.
  
  
  Thank you,

• Initial Complaint

  Date:11/14/2024

  Type:Product 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.

  The following is a summary of my experience, the steps I took to resolve it, and the reasons I am now seeking a full refund.On October 31, 2024, I booked a flight through OneTravel (operated by WK Travel, Inc.) under *******, accidentally selecting the reverse route: ****** to ************ instead of ************ to ****** (Nov 14 - Dec 1, 2024). On realizing this on November 8, I immediately contacted *******, who advised I go through OneTravel. OneTravel informed me the only option was to cancel, pay a $75 fee, and receive a $1,114.01 credit with *******, which I did via email at 10:43 am ET on November 8.When I contacted ******* again to rebook the correct flight, I was told that no credit existed under my name. Instead, they informed me that the credit was held by OneTravel, who would need to rebook the flight on my behalf.When I contacted OneTravel, I was informed that the credit was not valid for my corrected route. Despite clear instructions from both parties, I was denied the credit, and after multiple attempts, it was declared "no longer valid." This restriction was never disclosed in any terms and conditions that I reviewed, nor was it clearly communicated to me during any previous discussions with either OneTravel or ********After multiple attempts over five days (Nov. 8 - 14), I still have not been able to resolve this issue, and OneTravel has now informed me that the credit is no longer valid. I have complied with all instructions from both OneTravel and *******, and I am extremely disappointed by the lack of assistance and transparency in handling my booking.Given these circumstances, I am requesting a full refund of the $1,336.96. This request is due to the ongoing miscommunication, misinformation, and the failure of OneTravel to provide the service I initially purchased.Sincerely, ****** ********

  Business Response

  Date: 11/15/2024

  November 15, 2024
  
  
  Better Business Bureau
  ****** ******
  *******************************************
  *********, *******;  89118
  
  RE: ****** ********/Case 22556253
  Booking #********
  
  Dear Ms. *******   
  
  This is in response to the complaint we received regarding the booking number shown above. In the complaint Ms. ******** is expressing her concerns regarding an airline ticket purchased through our website.
  
  On October 31, 2024 Ms. ******** went onto our website and purchased a non-refundable round trip airline ticket for travel between ******, ***** and ************, ***********. Later, she contacted us to cancel the reservation. Unfortunately, there was some misunderstanding regarding future credit being held. Our representatives have worked with Ms. ******** and offered a resolution that she has accepted as satisfactory.
  
  We regret any frustration or confusion and we appreciate the time and attention your office has given to this matter.
  
  
  Thank you,
  

  Customer Answer

  Date: 11/18/2024

   
  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:04/23/2024

  Type:Billing 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.

  Booked flight in www.onetravel.com and currency in Cdn. Booked the flight in January for our February trip to *******. After our trip, checked my ***** one travel charged me conversation rate which they charge my card extra @ $1238.69 cdn. My flight with travel protection costs CDN$3,303.76 , they charged me $4542.45. I emailed their customer service, they told me it is conversion from CDN to USD which surprised me as this airfare was advertised in their website in Canadian Dollar. There were emails back and forth with their customer service, and they have said, that in my confirmation there's a note that this will be charged in USD. For me this is an unfair, misleading and deceiving. If your site is telling me the fare in Canadian Dollars why I need to pay conversion rate to USD, your website should have advertised it in USD to avoid this kind of surprises. This is not fair to consumer and needs to be corrected.

  Business Response

  Date: 04/29/2024

  April 29, 2024
  
  Better Business Bureau
  *************************
  ***************************************************
  *********, *******;  89118
  
  RE: **********************/Case 21611115
  Booking #********
  
  Dear ****************:   
  
  This is in response to the complaint we received regarding the booking number shown above. In the complaint Ms. ** is expressing her concerns regarding charges for airline tickets purchased through our website.
  
  On January 12, 2024 Ms. ** went onto our US based website and purchased 4 non-refundable round trip airline tickets for travel between *******, ****** and *******, *******. This was done without any assistance for our representatives. She was shown the charges in both CAD and USD to avoid any confusion and was advised she would be charged in USD. As an agency we try to ensure that our customers are advised of all information regarding their reservation. We certainly understand however that when you book an airline reservation on any travel website you are shown a great deal of information and it can be very easy to overlook some very important details.  Our agents have reached out to Ms.** with a resolution and we are waiting to hear back. We must advise however that there was no error made by our agency.

  
  
  We regret any frustration or confusion and we appreciate the time and attention your office has given to this matter.

   

  
  
  
  Thank you,

  Customer Answer

  Date: 05/01/2024

   
  Better Business Bureau:
  
  I spoke with ******************************* of One Travel, we had discussed the concern. They offered me refund of ****** USD below of what they charged me. I told her, I will accept it provided they wil correct their deciving website, have the fare showed in USD if you will charge us in USD. There is no point of showing it in CDN if you you bill us in USD. 

  Refund will take few days to show in my ***** I did not get full amount but I'm satisfied that I was able to raise this concern. They need to do business fairly and transparently.

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

• Initial Complaint

  Date:02/02/2023

  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 planned to travel from ******* to ********* and select an itinerary, however first booking was rejected by Cheap One Travel-booking ******** , didn't receive the e tickets and I was informed that happen, because it was not enough time between the ********** flight and ******* flight for embarking in ******* flight needing to go to custom border again with my luggage. I chose a second itinerary, (booking ********) and received confirmation. My flight was with West Jet over the ocean, get delayed 48minutes . On Dec 2, when embarked in West Jet I was provided with a ticket only to ******, even I paid up to *********. In that day I was informed that I have to remove my luggage from West Jet to Tarom in ****** and due the boarding in ******. I was not previously informed by the agent of Cheap Only/One Travel otherwise I supposed to cancel my flight, however I process Travel Protection for 150$ which did not help . Due to West Jet delayed, I lost my connection in ****** and after such a long travel I was forced to stay on the phone to discuss with the agent (Cheap /One Travel) witch left my request unsolved. (It said the call should be free of charges, I was charged without any warning. I spent time with phone calls with Tarom to re-book the flight, with a total cost from my phone provider, ***** of 312$, I purchase accommodation at the only available hotel with a cost of 303$, I repay the ticket to ********* at a very high price, 770 $ and even so, I arrived in late, instead on Dec 3, on Dec 4. On top of what happen during my trip to Europe, on my returning flight to ** ***, I was asked to remove my luggage and onboard again to another airport- ERW. To travel with a taxi to catch the flight in New Jerssy_Newmark Airport in the last minute, it cost me 175$ on top of 1536$ already spent on my trip from ******* to ********* as provided below, so the total cost I am asking for refund is now 1711$.

  Business Response

  Date: 02/07/2023

  February 7, 2023
  
  Better Business Bureau
  ********************************************************************************************************* 89118
  
  Re: ***********************/18968592
  Booking 78020636
  
  Dear ****************:
  This is in response to the complaint we received regarding the above-referenced booking number.  In the complaint ****************** requested assistance with airline tickets purchased through our website.
  
  On October 25,2022 ****************** went onto our website and purchased airline tickets for travel between *******, ****** and *********, *******.  Because several airlines were involved in the chosen itinerary multiple tickets were issued. ****************** has advised ** that her departing flight out of ******* was delayed into ****** which caused her to miss her scheduled connecting flight. This created technical difficulties because of the original ticketing. We have worked with ****************** and offered a resolution that she has accepted as satisfactory.
  
  We regret any inconvenience or frustration and we appreciate the time and attention your office has given to this matter.
  
  Thank you

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair 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.

  Tonight I made an United Airline booking for a total of $1955.10 via Onetravel.com with Order# ******** (3 passengers from ******** to ****** ** on March 1st, 2023). I had to pay $44.85 for selecting preferred seats. After paying online $1910.25, a OneTravel sales ********************* called me a few times without leaving a voicemail. I usually don't pick up unknown numbers, but this "valid number" kept calling me non-stop. When I finally decided to answer his call (I completely regret doing so), he tried very hard and got me purchase additional $44.85 for a so-called "Premium Support Package." He claimed that was a hassle-free ******* to help me guarantee the selected seats, and if the airline changes schedule or flights, OneTravel will call me right away and take care of changing flights and selecting seats for me without me calling United Airline. Due to recent chaotic events happened to the airlines/airports, I decided to go for this insurance package. However, after an hour I received an email from OneTravel telling me that the 1st part of seats I selected from ******** to ******* were not confirmed. Instead, the seats will be assigned at the airport check-in!!! I was so upset and disappointed! I just paid for a ********* ******* and it immediately failed me! I went online to cancel the entire booking right away. But found out this "Premium Support Package" was NOT refundable, even though OneTravel refunded the ENTIRE itinerary and other fees! Why would I need this support ******* when the trip was canceled?!! It was so ironic that this ********* package guaranteed the NON-refundable but the SEATS! I tried to call the customer ******* number listed at the bottom of the confirmation email received earlier. The automatic voice said to redirect me to a real representative but I was disconnected right away. I called back a few times but still received the same disconnection! While I was charged for such a "Premium Support" fee, what a "professional" and "hassle-free" ******* by not answering my phone at all! Note: I didn't know which company is actually behind OneTravel.com on BBB.org, so I filed a separated complaint (Case# ********) for an OneTravel LLC located in ***********. If that was the wrong one, please disregard that complaint. Thank you!

  Business Response

  Date: 01/12/2023

  January 12, 2023
  
  Better Business Bureau
  ********************************************************************************************************* 89118
  
  Re: *************/18727027
  Booking #********
  
  Dear ****************:
  This is in response to the complaint we received regarding the above-referenced booking number.  In the complaint ******** requested assistance with charges associated with the purchase of tickets on our website.
  
  ******** went onto our website on January 11, 2023 and purchased three airline tickets for travel from ********, ****** to ******, *****. After purchasing the tickets she was contacted by one of our representatives offering additional services. Seat assistance and a support package were added to her reservation. Preassigned seats were not available for all flights so she chose to cancel the reservation. All charges were refunded but the support package. ******** has been notified that this has now been refunded. Email confirmation has been sent to her along with contact information for one of our representatives for any further questions or concerns.  
  
  We regret any inconvenience or frustration and we appreciate the time and attention your office has given to this matter.
  
  Thank you

  Customer Answer

  Date: 01/18/2023

   
  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:01/03/2023

  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.

  On May 17, 2022, my sister, my cousin and I purchased tickets together from OneTravel for a family wedding in *******, ******. This was our first time using OneTravel and on their website it shows that they are accredited by BBB which is why we trusted them. We each paid $1765.56 ******** dollars. Our itinerary was departing from ************************************ in ******* ** July 15th and leaving ***************************** in ******* on July 26th, 2022. We arrived over an hour before our return flight from ***************, but the gates were closed for ****** Airways. We contacted the airline, and they explained that the plane was leaving earlier and we should have been informed by the travel agents. Because we did not book directly with ****** Airways, they said they cannot issue a refund and to contact OneTravel for refunds. We explained to OneTravel of what happened, but they made excuses and suggested that we read the itinerary wrong. We ended up spending an additional $2000 each for return tickets home. We each tried to explain what happened and request a refund. My cousin was able to get her refund of $800 but refused my sister and *. We traveled to ******* together for family wedding and were returning home together. When I called the airlines to resolve this issue, they kept putting me through to different departments and then hang up on me. Their call centres are in *****, and I wasted over an hour on each call. I tried reaching out to them via email but never received a response back. I tried for 6 months to deal with this issue on my own and give them chances to refund my sister and I the same way they refunded my cousin. I am requesting your help because I have exhausted all my options. I tried to advocate for myself, but I have given up to their cruel tactics.My booking number75901303 and my husband, ********************* paid for my ticket. My sisters booking number ******** her name is ***********************************, and I paid. My cousin's booking number ********.

  Business Response

  Date: 01/17/2023

  January 17, 2023
  
  Better Business Bureau
  ********************************************************************************************************* 89118
  
  Re: **** *****************************/18650430
  Booking #********
  
  Dear ****************:
  This is in response to the complaint we received regarding the above-referenced booking number.  In the complaint ********************************* requested assistance with tickets purchased through our website.
  
  On May 17, 2022 ********************************* went onto our website and purchased a round-trip airline ticket for travel between *******, ****** and *******, ******.  On that same day we received two other reservations for passengers traveling with her.  In her complaint she mentions that when the three passengers arrived at the airport for their return flight on July 26,2022 they were unable to board their flight because the flight was leaving early. We had received no notification of a schedule change to the flight. In the complaint ********************************* mentions that they arrived at the ***************, over an hour before our return flight. Generally it is suggested that you should arrive 3-4 hours before an international flight due to possible security lines. Because we were not part of the interaction between ********************************* and the airline employees at the airport we have not direct knowledge of what occurred. We have contacted the airline to request information. We have also asked that they check and advise us why only one passenger has received any refund since it appears all three reservations were the same. We are now waiting to hear back. Once we get their response we will, of course advise ********************************* 
  
  We regret any inconvenience or frustration and we appreciate the time and attention your office has given to this matter.
  
  Thank you

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18650430
  
  I am rejecting this response because: The passenger who was refunded, received her refund from the company we booked with, CheapOair, not with the airline. Matter of fact, the airline, ***** Airways offered to refund all 3 of us, but because we did not book with ***** Airways directly, they could not issue a refund and urged us to connect with our travel agency. With regards to the passenger who in fact received a refund from CheapOair, she was informed by the agency that she received a refund because they did not contact regarding change in travel times, but when she asked about the two other passengers she was informed we were labelled by ********* as "no-shows". Also, it is important to note, we travelled ****** as special guest to the government and therefore state security was provided to us and we bypassed lines. The 3-4 hour wait is presumptuous timeframe and one that is not stated in any official capacity by the travel agencies upon booking for the flight. What I am asking is simple, why did CheapOair refund one when we all travelled together and why did they not notify us that ***** Airways left earlier than scheduled because they closed the gates well over an hour before scheduled time?  When I tried to call and had family call on my behalf when I was stuck in *******, why were agents constantly bouncing us around? I have called many times and resolve this issue without contacting BBB but I was kept on the phone for so long for so many times without any actual assistance to help mediate this situation. My intent was never to go this far, but I have exhausted alternative methods. 
  
  Sincerely,
  
  **** *****************************

  Business Response

  Date: 01/30/2023

  January 30, 2023
  
  Better Business Bureau
  ********************************************************************************************************* 89118
  
  Re: **** *****************************/18650430
  Booking #********
  
  Dear ****************:
  This is in response to the rebuttal we received regarding the above-referenced booking number.  In the original complaint ********************************* requested assistance with tickets purchased through our website.
  
  As we previously advised your office, and *********************************, we have gone to the airline for their assistance. Only they can authorize a refund from their company and give clarification on why one reservation was treated differently. We have asked them to investigate why their representative authorized a refund for one reservation but they have denied, when requested, a refund for the other two.We have sent them the request and are now waiting for their response.  Only the airline would be able to offer this information. Their representative has advised that she is looking into this for ********************************* and we will continue to follow up with her on the request.
  
  We appreciate the time and attention your office has given to this matter.
  
  Thank you

• Initial Complaint

  Date:01/03/2023

  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.

  On 9/2/22 I booked a trip with One Travel from ******** to ************ ********* set to departure on 11/22/22. The trip had several connections starting from ******** to ********** then on to ******* ultimately from ******* to ************ I paid $1104.94 for the trip not including an additional feel for baggage protection. On 11/22/22 I went to ********************************************** to get my flight to Washington and I was informed that the flight was cancelled and they could not find another flight to meet my connection in Washington the ticket agent stated that I could delay my trip or cancel altogether. Since I would of missed my business meeting I chose to cancel, the ticket agent cancelled my trip and told me to call One Travel for a refund. I immediately 11/22 called and initiated a refund process with them over the phone. I have called several times for an update on this refund which I cannot get a resolution from them. They stated once that the refund was initiated and they would get back to me and never did. I called several times and was kept waiting on hold for the longest ( 6hrs) and finally they end up hanging up on me. I have no less than 10 times with the same result. All requests so far have been ignored and I have never received a refund. I really don't know what else to do since I can't really afford to get an attorney at this point. HELP

  Business Response

  Date: 01/17/2023

  January 17, 2023
  
  Better Business Bureau
  ********************************************************************************************************* 89118
  
  Re: ***************************/18663011
  Booking #********
  
  Dear ****************:
  This is in response to the complaint we received regarding the above-referenced booking number.  In the complaint ****************** requested assistance with a ticket purchased through our website.
  
  On September 2,2022 ****************** went onto our website and purchased a round-trip airline ticket for travel between ********, *********** and ************, *********. She has advised that when she arrived at the airport to check in for her flight on November 22, 2022 the first leg of her outbound flight was cancelled. The airline has confirmed that the flight was delayed by several hours and would have caused her to miss her connecting flight to ************. She has requested a refund and we have submitted the request to the airline. Only they can authorize a refund from their company. Once we have their response we will notify ******************. We understand that this has taken longer than any of us would like and we will continue to follow up on the request.
  
  We regret any inconvenience or frustration and we appreciate the time and attention your office has given to this matter.
  
  Thank you

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18663011
  
  I am rejecting this response because: I have requested a refund as of Sept 22nd 2022 it has been 4 months since that time and I have not received my refund. This agency states that they are waiting for the airlines to respond for this request. How long it will take is not addressed and it could be forever. I feel that this is more than enough time (4 months) and they owe me this money, they were the ones I purchased my trip and therefor I feel they are responsible. If the airlines they deal with are unethical on their policies they should not represent them. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/23/2023

  January 23, 2023
  
  Better Business Bureau
  ********************************************************************************************************* 89118
  
  Re: ***************************/18663011
  Booking #********
  
  Dear ****************:
  This is in response to the rebuttal we received regarding the above-referenced booking number.  In the original complaint ****************** requested assistance with a ticket purchased through our website.
  
  In our original response we advised your office that we had submitted a refund request to the airline and were waiting for their response. This request was due to the airlines schedule change on the chosen itinerary.  Only they can authorize a refund from their company. There are two airlines involved in the reservation which has caused a delay in any resolution. We have been in contact with both airlines in order to move this forward toward a satisfactory resolution for ******************.  This morning we received confirmation that a full refund of the ticket costs has been processed back to the original form of payment given by ****************** at the time of purchase.This same information has been forwarded to ******************* 
  
  We appreciate the time and attention your office has given to this matter.
  
  Thank you

• Initial Complaint

  Date:01/03/2023

  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 have to cancel my flight and rebook my flight. At first, they are charging me 500/pax to rebook my return date. And I told them, no I will just cancel my flight. They didnt informed me that there will be a cancellation fee of 150/pax and they will refund only almost half of my payment due to airline cancellation which is 350/pax. This is full on scam and fraud. I still need to pay them back 250 for the credit I have because of my cancellation. I hope you can help me, this is not a small amount of money- if I have to cancel my flight - my flight is 3 months from now there is enough time to cancel and not get any penalty. I need my money back for not using their service.

  Business Response

  Date: 01/04/2023

  January 4, 2023
  
  Better Business Bureau
  ********************************************************************************************************* 89118
  
  Re: ***************************/18649997
  Booking 78681153
  
  Dear ****************:
  This is in response to the complaint we received regarding the above-referenced booking number.  In the complaint ****************** requested assistance with tickets purchased through our website.
  
  On December 15,2022 ****************** went onto our website and purchased three round-trip airline tickets for travel between *******, ********** and ******, ***********. On December 18, 2022 ****************** contacted our offices through our chat option and asked about making a change to the reservation but then chose to cancel the reservation. She was advised of the airline fees that would be deducted as well as the fee charged by **********. She agreed and the cancellation was done. The refund was then processed minus the airline fees quoted. She was refunded the amount quoted by our representative and shown on the cancellation email she was sent. As an agency we have no authority to waive rules and fees set by the airline. We must abide by the rules they set.
  
  We regret any inconvenience or frustration and we appreciate the time and attention your office has given to this matter.
  
  Thank you

• Initial Complaint

  Date:11/14/2022

  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.

  OneTravel won't refund; refundable for $1706. In August 2022 I purchased a ticket. After I wanted to cancel as I could buy the ticket online for less. At that time they told me they could give me a lower price if I went to the grocery store and bought a gift card for One Trave or expedia for $900.00. So I went to the store. And told them there were no Expedia or One travel cards. They said ok do you see a Target store gift card we can use that. So I bought it, and gave him the number, as the One Travel rep stayed on the phone with me. Then when they did not refund the original amount. They asked me to go buy another gift card which did, and gave him the number. When they asked me to do it again I knew I was gettnt scammed. I feel so stupid. I have been calling and complaining every month since then I never received my refund. I am so fed up. How many times I have to go through the lies. I called management there and told them that had scammers in their company. I consider these people thieves at now, in my personal opinion. Don't give them your money. It's been since August 1st ***** until now November 12***** without a refund. Just a run- around of excuses as to why they haven't refunded my money. Go elsewhere. Go anywhere. Don't give these people your money. What a scam!!!

  Business Response

  Date: 11/15/2022

  November 15, 2022
  
  Better Business Bureau
  ********************************************************************************************************* 89118
  
  Re: *******************************/18395919
  Booking 76894273
  
  Dear ****************:
  This is in response to the complaint we received regarding the above-referenced booking number.  In the complaint ************************ is requesting assistance with an airline ticket purchased through our website.
  
  On July 31, 2022 ************************ went onto our website and purchased an airline ticket for travel between ***********, ********** and *********, ***********. Travel was scheduled to begin August of 2022.  On August 2, 2022 ************************ contacted our offices regarding changes she wanted to make to her itinerary. She was quoted and authorized the charges for the transaction. A new ticket was issued. ************************ later advised ** that she was contacted by someone about making the changes for a less expensive amount. She was asked by that caller to go and purchase a gift card as payment. Our representatives would never ask for a retail gift card to complete any transaction. ************************ then contacted ** and asked to cancel the reservation. This was done and refunds were requested. A refund of charges for fees and services charged by our agency was processed back to the original form of payment given at the time of purchase.We then received notification that she had disputed the charges with her financial institution. This prevented us from processing any further refunds until the dispute was closed. We have now received notification that the dispute has been closed so we can move forward with the refund. We have spoken with ************************ and her husband and advised that a refund is being processed for the remaining amount that was previously quoted to her.
  
  We regret any inconvenience or frustration and we appreciate the time and attention your office has given to this matter.
  
  Thank you