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:01/17/2023

  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.

  On December 28, 2021 I purchased an airline ticket for $662.43 for my daughter to return to *****. She is participating in an educational program there. Due to Covid circumstances she was not allowed to board the flight. Travelgenio is very hard to communicate with. Their phone is always busy and when you get through, they say they only respond to emails. Therefore, I filed a complaint with my credit card company and they closed the case saying Travelgenio stated that a voucher would be given. When my daughter went to use the voucher in November the voucher was invalid. When I called the airline, Tap Air I was told Travelgenio was given a refund on January 24th, 2022 so they canceled the voucher. I have yet to receive this refund despite many emails. They told me if I provided proof that my dispute was closed with the credit card company they would reimburse me. I did this back in November 2022. I am not sure what to do now as my credit card company refuses to help me saying this is too told. I think it is very unfair. Please advise.

• Initial Complaint

  Date:12/19/2022

  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 arrived 2 hrs before my flight and I was unable to get my ticket due to my passport expiring in 2 months. I didnt know there was a 3 month rule. I tried calling Travelgenio the company I booked through and they had no number listed no email no chat option nothing. I tried changing the flight on my own and the link wouldnt work. It took me over an hr to find a number that didnt work and then finally I found a number and they were no help at all and told me if I had called 3 hrs before my flight they could have helped me but at this point Im *** and lost out on my money.

• Initial Complaint

  Date:11/07/2022

  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 googled the Kayak website and booked a ticket for 2 persons for a total of $1,059.31 on March 9, 2022. When i checked out i realized it says Travelgenio i never heard of them so i googled the website and saw all the bad reviews. i immediately called within 24 hours and asked them to cancel the flight they told me i have to pay $200 for the cancellation, i disputed the charged and called my credit card company, when i did not received a cancellation email i tried calling also tried to cancel online but was unable to, when my credit card could not get my refund back i email them and they are telling me that i have to pay a air penalty fee of $602 and administration fee of $105.20 that is a total of $707.20, and they will only refund me $290.60, I have asked to atleast give a credit for a year and they are not corporating, and i cannot get a free lawyer to take my case, i have to pay all this money back to the credit card company. Please i will appreciate if you can help me.

• Initial Complaint

  Date:11/04/2022

  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.

  Around June 11, 2022 I booked a flight to **********, ***** for a dental conference through Travelgenio flying with Air North on Sept 29, 2022 and returning Oct 4, 2022. On July 12th, 2022 I received a notification from Air North that my flight home on Oct 4th was cancelled and to contact them or my travel agent to change my ticket to another day or a full refund. When I contacted Air North they told me I had to go through my travel agent, Travelgenio, for any further actions. When I contacted travelgenio and I explained that my flight was cancelled by the airline and there were no other flight for the same day and changing my day of travel was not an option, the agent said that a was able to get a refund and originally she said there would be no fees and the full amount could be refunded due to the air line cancelling the flight. I then received a email with refund information on July 22, 2022 with a service fee subtracted from a lower ticket prices than originally paid. After being unsuccessful of contacting someone regarding the service fees, on July 27, 2022 I accepted the refund with the lower price and service fees. I received a confirmation email on Aug 1, that they were waiting on the airline to approve the refund and could take up to 90 days. I still have not received any refund. I know that Air North was honoring full refunds due to them being responsible for the flight cancellation as my friend that I was travelling with booked directly through them and had her refund with in days of her request. I will include screen shots of my original payment on my Mastercard, their refund statement and the confirmation of refund.

• Initial Complaint

  Date:10/24/2022

  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.

  Booked a trip with Travelgenio leaving from **** to ***** on 10/22/22 original flight was departing at 9:20 and arriving at 10:41 am. this was booked on 09/28/22. Once getting the activities in order for ***** we realized that we had to arrive earlier to do the things we had planned which was due to the times of the activties. on 10/14/22 I paid $126.00 to change the flight time to depart **** at 5:24 and arrive at ***** at 6:55 am. Upon check in the Viva Air Peru stated that their was a pending payment on there end for the light change. I showed them the receipt of payment and the new flight ticket. but still stated there wa nothing they could do unless we paid double the amount of the new ticket. Called Travelgenio spoke to the agent *************************** from ****** stated that I would have to pay $126 again to change my flight to the original time it was bought for. Missed my flight and NO ONE in the airline at the airport can assist me or anyone at travelgenio. asked several times to speak to a manager and they would not tranfser me to one.Once off the phone with the first agent she sent the confirmation and the ticket info after we alreadybmissed our flight at 5:59am . Missed out on a total of $289. in missed flight beacuse a returning flight from ***** to lima on10/24 was also bought

  Customer Answer

  Date: 11/17/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Travelgenio regarding complaint ID ********

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

  
  

• Initial Complaint

  Date:10/19/2022

  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 am re-writing this concern as we have not seemed to receive any assistance on the issue we are having with the merchant named Travel Genio despite of doing everything instruction that we have read through the BBB website even contacting the merchant.Last March, I booked for a family trip from ************** to *************** with my wife and my 2-year-old daughter through the merchant named Travelgenio and agreed to pay for ******* USD. The flight was scheduled for June 6 of 2022. From the day that I booked this flight through this travel agency, I noticed that my daughter's name was misspelled so I called them and the agent whom I spoke with assured me that it will not be an issue and that this can always be corrected at the airport once we present our passports. We went to the airport hours before the flight but we were on hold at the check-in counter as it shows that my wife and daughter's name were transposed (their first and last names were switched) so the counter contacted the airline while we are in contact with the travel agency but none could help so we miss the flight from ************ ** going to ******* **. We stayed at the ******************** for another hour and this time we contacted ********** Airlines and they said that they will file a request to update my wife and daughter's names and we were told that it will take at least ***** hours to complete so we get back to the counter to inform her of the status. The counter has advised us to catch our flight by booking a separate ticket that will go to ******* and we're told that we can re-check our luggage there so us not having an idea of what's going on we take the risk and book for another $500 USD to catch the ******* Flight and we flew from ************** to ********* ** to ******* ** and while we are to re-check in the luggage at the *************** we were told that they cannot accommodate ** because the luggage was supposed to be checked in from ************ **

  Customer Answer

  Date: 11/13/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Travelgenio regarding complaint ID ********.
  
  Sincerely,
  
  *****************
  

• Initial Complaint

  Date:10/19/2022

  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 booked a flight with travelgenio. My return date needed to be changed but they said it would be $300 to change it through them so I simply booked a new return flight. Not I am trying to cancel my original return flight and travelgenio says I need to contact the airline. When I contacted the airline, they said they are unable to cancel and that travelgenio must complete the cancellation. When I call travelgenio their automated response does not recognize the only confirmation number I was given in my email so I cant even talk to a representative. When I go through their My Trips portal all it says is I need to talk to the airline. The worst run around with no customer service even available. Screenshots from both travelgenio and the airline both stating to contact the other but at least with the airline I was able to talk to a human about the issue and they gave me a reason. With travelgenio there is no option of discussion.

• Initial Complaint

  Date:10/12/2022

  Type:Order 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.

  Trip Monster did not ask for our middle names when we booked our flight with Korean Air. I called Korean Air to choose our seats, and they alerted me that ****** Air does not allow passengers on the flight without middle names. I called Trip Monster and spoke with ******** on September 23rd who said they would let their *************************** know. On October 1, I called Korean Air who explained they had not received anything from Trip Monster (while Trip Monster said they were waiting on a response from ****** Air). Korean Air asked me to ask Trip Monster to clarify what ****** Air email address they used as well as the date of the email. On October 3, I spoke with ********* at Trip Monster who said I could not speak to anyone who could help me and would need to continue emailing Trip ************************************** TM said because of "data protection", they could not give me this information. So I volunteered to do the middle name addition directly with Korean Air. At first, Korean Air thought I could not do it directly but due to TM's inaction, Korean Air escalated the issue and resolved it in a matter of hours. Korean Air charged me $90 to add our middle names, and Trip Monster is not refunding me that money when this need to add our middle names was caused by Trip Monsters error. ** says since they booked the tickets with the information provided, they will not refund me. BUT they did not ask me for our middle names when this is required information. I am asking for a $90 refund. Thank you.

  Customer Answer

  Date: 11/05/2022

  At this time, I have been contacted directly by Travelgenio regarding complaint ID ********, however my complaint has NOT been resolved because I have not been refunded.

  
  Thank you. 

  Sincerely,

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

  Customer Answer

  Date: 01/27/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Travelgenio regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:10/07/2022

  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.

  On 9/8/22 I purchased two roundtrip airline tickets through Travelgenio to *********** via ******* Air, booking reference ********. Flight was scheduled to leave on 10/2 and after a full day at the airport, the flight was cancelled due to industrial action. We were directed to contact *************************** with ******* Air for a refund. On 10/3 we submitted an email to ****** and tried calling his direct line but it was busy. Late afternoon on 10/3, ****** responded saying he will refund the flights but we need to go through Travelgenio as the tickets were purchased on their site. I was told Travelgenio submitted for refund but the airline denied. After reaching back out to ******, he explained they did not apply for the refund and that he is still willing to refund tickets, he asked me to forward his email to Travelgenio or have them contact him directly. On 10/7, I spoke with ******* and Mada at Travelgenio and they both said they were unwilling and unable to refund the tickets due to the airline. Neither would give me any other contact info for Travelgenio or any supervisor information. They refused to help or provide any direction on how to resolve this issue, solely blaming the airline. ******'s email correspondence is attached...

  Customer Answer

  Date: 11/03/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Travelgenio regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  Date:10/06/2022

  Type:Customer Service 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.

  We would like the amount of money we paid for the trip. We purchased the insurance and submitted all supporting documents including past health history and a letter from the ********************* in *********** from the neuro ICU. This company is scamming people and collecting thousands of dollars unlawfully and my next step will be the **** We need the mo ey to pay medical bills.