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:02/25/2025

  Type:Order 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.

  I purchased roundtrip plane tickets from *** to *** in ********** (Booking Reference No: *******), but I did not see an option to include a carry-on or checked bag during the booking process. Obviously, it is quite challenging to pack for a one-week international trip without at least a carry-on or checked bag, so I sent them an email on February 11 requesting instructions on how I can add baggage to my reservation and details of the associated costs. Weeks have gone by with no answer at all. The situation is even worse because I bought other internal flights in ********** with carry-ons included and right now I dont know how to plan for my trip because I cant contact them about adding luggage.

  

  Business Response

  Date: 02/26/2025

  Dear ********,
  
  Thank you for bringing this matter to our attention. We truly appreciate the opportunity to address your concerns.
  
  Following your complaint, we attempted to reach you via the contact number provided during the booking process. Unfortunately, we were unable to connect and were directed to your voicemail. We have left a detailed message for you, which includes all the necessary details regarding our contact information. Additionally, I have provided my direct contact details in the voicemail for your convenience.
  
  Should you need to reach out to me directly, please feel free to use the contact information below:
  * Phone: *****************
  * Email: ***************************************************************
  
  We are committed to resolving this matter promptly and ensuring your satisfaction. Please do not hesitate to contact me at your earliest convenience so we can assist you further.
  
  Thank you for your understanding, and I look forward to hearing from you soon.
  
  Regards,
  ***** ****
  Manager - Online Reputation Management
   : ******************************
  ? Spanish Support Team : ************** (Call availability: 24 X 7)
  ? English Support Team : ************** (Call availability: 24 X 7)
  ? Direct Line : ************** (Call availability: ********* hours EDT)
   : ***** **** ************************************************************************
  
  

  Customer Answer

  Date: 03/02/2025

  I have contacted the business, they promptly answered my e-mails and solved my problem by adding a carry-on bag to my flight booking at no addittional cost.
  Sincerely,
  
  ******** ******** ********

• Initial Complaint

  Date:12/09/2024

  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.

  Thought I was calling *************** to book and instead got this travel agency, he answered reservations, so I proceeded to tell him what I wanted, he said he would be charging me two different amounts, $419.96, which *************** received for two round trip tickets and taxes and $359.84 which Spirit received $158.00 for 1 checked baggage for round trip. They have kept $201.84. *************** have sent me my confirmation for my flight and baggage for the total of $577.96 . That means the travel agency kept money for a fee and they say they dont charge a fee, but they wont tell me where the remaining amount of $201,84. When I called the wrong number originally I spoke to **** and he did not tell me he was a ************** Once I found out that this was not *************** directly, I called *************** and the Guest Relations are looking into this.

  

  Business Response

  Date: 12/10/2024

  Dear ********,
  
  Thank you for bringing this matter to our attention. It was my pleasure to connect with you today and discuss this matter in detail. We hereby confirm that, in order to resolve the situation, we have offered you a refund of US$100.00 back to the original form of payment within 7-10 business days. This refund is a part of our commitment to providing excellent service.
  
  Additionally, we have promised you two travel credit vouchers valued at US$25.00 each per passenger, along with the refund. We hope we were able to clarify your doubts and concerns.
  
  We will proceed with the refund and the travel credits once we receive your acknowledgment/confirmation that you have closed the dispute with your financial institution and are satisfied with the resolution provided.
  
  If you have any further questions or concerns, please feel free to connect with me directly.
  
  Regards,
  ***** ****
  Manager - Online Reputation Management
   : ******************************
  ? Spanish Support Team : ************** (Call availability: 24 X 7)
  ? English Support Team : ************** (Call availability: 24 X 7)
  ? Direct Line : ************** (Call availability: ********* hours EDT)

  Customer Answer

  Date: 12/10/2024

  I would like to cancel complaint #******** on *****************************. They offered a resolution to my complaint. Thank you ******** ******

• Initial Complaint

  Date:05/17/2023

  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 gat a fly ticket with this Agency *************** with a Worker Called *******, to fly with Copa Airline and Avianca Airline, I could not fly because ****** started a **** requesting for all passengers stopping in ****** as Connecting fly and they start it on the 15 March and my fly was on the 21 March, same month , the country request 15 days to give **** for that transit thought ******, the Agency ***************, called Copa to see if they had another fly but everything was full I think for that year. **** said that all the passenger affected by that **** requested they will be reimbursed with the money , I make the application for the reimbursement, Copa email me that I need to do it thought the Company from where I gat the fly ticket and I sent that email to *************** all the emails that Copa sent me too I sent to them, After it they start saying that Copa is not answering and the last time I wrote to Copa they said that some info where not accurate in the refund request that I need it to resent it , *************** said that is not a refundable ticket and I said to them about the situation of the **** requesting and that s why Copa is asking for more info Copa Never said that they don't refund the fly, and I said to them if you show me an email from Copa telling that I don't get my refund you will be ok and I will see with Copa but you did your Job, they never sent me that information from Copa and now every time I call them they said I cant hear you and they hang up the Phone. I had 2 fly's one with Copa another one with *******, they help me to get my refund from Avianca but now I have this situation with them for this refund and they don't want to help me and i need to do it thought them because i get the ticked thought them too.Reference Number:1004879 write you to see if you can help with this matter. Thanks

  

  Business Response

  Date: 05/19/2023

  
  Dear *****,
  
  
  Thanks for sharing your feedback and bringing this issue to our attention. We apologize that your experience didnt match your expectations. We set a high standard for ourselves, and were sorry to hear this was not met. We are looking into this issue and will do everything within our means to resolve this soon.
  
  
  We located your reservation details based on your provided information and have been trying to get in touch with you to resolve this matter. We have attempted to contact you dated May 06, 2023, May 08, 2023 and May 14, 2023 but in vain.
  
  
  We intend to get your queries resolved at the earliest. Hence, we request you to contact our Spanish Support Team @ ***************** or our English Support Team @ *****************. You may also choose to write to ** at ********************************** anytime.
  
  
  Regards,
  
  ViajarAlmundo.com
  
  
  

• Initial Complaint

  Date:12/14/2022

  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 was quoted my plane ticket would cost $485.96 they charged me $264.50 $254.50 $230.96. ****** the agent put I was leaving from ******* instead of *********** **. He than put *********** ** but I never got refunded the $230.96 for his mistake. I have been trying to get my refund since December 2 with no results.

  

  Business Response

  Date: 02/18/2023

  Dear *****,
  
  Thank you for discussing your concerns with us. We regret that you experienced dissatisfaction.
  
  We wish to confirm that we have looked into your complaint, re-checked the details of your booking and observed that the flights booked for you initially were from *** - ******* to *** - ********* with two connecting points in *** - ********* and *** - *********. For this flight you were charged **$ ****** and the same has been refunded to you directly via the airline.
  
  You were then booked from *** - *********** to *** - ********* with two connecting points in *** - ********* and *** - *********. This booking had a charge for your flights and a charge of **$ ****** which were for the pet fee and taxes. These requests when sent to both the airlines in your booking (American Airlines and ********) were rejected and they demanded the payment to be made at the airport. Hence, this amount of US$ ****** has also been refunded to you in two reversed transactions of US$ ****** (Transaction ID : **********, Authorization Code : ******) and US$ ***** (Transaction ID : **********, Authorization Code : 005638)
  
  We hope that the information provided clarifies any ambiguity and suffices the purpose of eliminating the distrust. Still in case of any further query you may have, please feel free to contact me directly within the available time. Alternatively, you may contact our customer support team for Spanish @ *************** and for English @ *************** or write to us at ********************************** anytime.
  
  We thank you again for taking the time to notify us about the concerns you had.
  
  --
  Regards,
  *********************************
   : www.viajaralmundo.com
  ? Spanish Support Team : ************** (Call availability: 24 X 7)
  ? English Support Team : ************** (Call availability: 24 X 7)
  Direct Line : ************** (Call availability: 1100-2000 hours EDT)