ComplaintsforIndian Eagle

• Initial Complaint

  05/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I booked two international flights, 3 passengers on one and 2 on the other (trip ID: ****** and *******. They are same flights different dates. The connecting flight (SQ 8456) for the departure was changed by the airline from 10:35am to 7:05am, the problem is that the connecting flight now takes off 35 minutes before the first leg arrives at the airport at 7:40 am. I called ieagle on 05/15 and the representative told me that he would contact the airline and email me today, but he never did. I called ieagle again on 05/16 and the representative told me that he would contact the airline and email me within ********************************************* received any email from them. I would like them to resolve my issue asap since I have made arrangements in my destination. They should be more responsive and get with the airline to make appropriate arrangements.

  Business response

  05/21/2024

   

  Dear Better Business Bureau,
  
  Thank you for bringing this to our attention. I am writing in response to a complaint filed by one of our valued customers *********************** regarding the rescheduling of their international flights.
  
  We would like to inform you that the issue has been fully resolved. His tickets have been reissued, and their travel itinerary has been adjusted to their satisfaction. We understand the importance of timely communication and regret the delay in response that *********************** experienced.
  
  The initial delay was due to the complex coordination required with the airline following a significant rescheduling of flights. This process was further complicated by the high volume of changes we were managing at the time. We acknowledge that there was also a lapse in communication from our end, which contributed to the customers concern.
  
  We have taken this incident seriously and are implementing measures to improve our response time and ensure more proactive communication with our customers, especially when it involves changes made by airlines.
  
  We appreciate the opportunity to address this matter and reaffirm our commitment to providing excellent customer service. 
  
  Sincerely,
  iEagle Team

  Customer response

  05/22/2024

  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.
  
  Regards,
  
  *******************

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hope this letter finds you well. I am writing to formally dispute charges on my credit card ending in [6525], dated [2/22/2024]. The transaction in question involves the purchase of airline tickets through Indian Eagle.On [2/22/24], I made a reservation for airline tickets using my Citi credit card. However, upon receiving the confirmation, I realized that the tickets were booked for the wrong dates. Realizing the mistake promptly, I contacted customer service via phone to rectify the error and request a change in the travel dates.During the phone conversation, I was informed by staff that changing the dates was not possible, which left me in a predicament as I needed to travel on short notice. Faced with no other option, I had to make alternate arrangements through another agency, incurring additional expenses. They blocked the tickets, and I called, they later said they were unable to refund.Furthermore, during the interaction with customer service, I was asked multiple times to provide sensitive information such as the *** number of my credit card via email. This request raised suspicion, as it seemed fraudulent to provide such information after the transaction had already been processed.Given the circumstances, and after careful consideration, I decided to dispute the charges as the service provided by the company did not meet the expected standards. Attached to this letter, you will find evidence of the email correspondence where staff requested sensitive information and proof of the incorrect booking.In light of these events, I kindly request a refund for the disputed charges to be credited back to my account at your earliest convenience. I trust that you will investigate this matter thoroughly and take appropriate action to rectify the situation.Thank you for your prompt attention to this matter. I look forward to a swift resolution.

  Business response

  05/23/2024

   

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We acknowledge receipt of the complaint and are currently conducting a thorough investigation into the issues raised by the customer. We kindly request your patience as we work towards a resolution and will provide a detailed response in due course.
  
  Sincerely,

  Indian Eagle Team

  Customer response

  05/25/2024

  Complaint: 21712871
  
  I am rejecting this response because:
  
  Regards,
  
  *************************

  Customer response

  05/28/2024

  Complaint: 21712871
  
  I am rejecting this response because: No effort has been made by the business prior to resolving this issue, hence i had to raise concern through BBB.
  
  Regards,
  
  *************************

  Business response

  06/06/2024

   

  Dear BBB,
  
  Thank you for providing this space to address the concerns raised by *****************************.
  
  We appreciate Mr ******** booking of 4 air tickets through Indian Eagle. Within the 24-hour void window following his purchase of 4 flight tickets on 21 February 2024, he contacted us to exchange the tickets for the lower fare available on our portal (please note that airfares are dynamic and fluctuate depending on various factors). As per our fare match policy, we accepted his request and blocked the new fare for his selected travel dates, which he paid later.  
  
  The customer was afraid that his card would be declined while paying the blocked fare as he used the same card for multiple transactions within the past *************************************************************************************************************************************** order to process the payment at our end. We are very sorry for this. However, it is imperative to collect a customers credit card details for the card owners identity verification in cases of potential fraud. Finally, ****************** was able to make the payment online. New e-tickets were issued and emailed to him.            
  
  Here, it must be noted that the fares, travel dates, and route details were clearly communicated to ****************** through the Blocked Itinerary intimation and the Booking Confirmation email.
  
  After the 24-hour window of free cancellation was closed, the customer got back to us on 24 February 2024 for a change of travel dates in one of the tickets, as he claimed that he selected wrong dates. We provided him with all the details including the cancellation fee and fare difference applicable to travel date changes. Despite having all the information about travel date changes and associated charges from us, he chose not to proceed with rescheduling. Out of his dissatisfaction with the charges, he disputed the total transaction for all the tickets with his bank.  
  
  For your information, we are actively cooperating with his bank in the investigation and can provide the supporting evidence to BBB on request. We believe in transparent communication and remain committed to providing customer-centric service that continues to meet and exceed industry standards. We are looking forward to resolving any outstanding issues amicably.
  
  Thank you!  

  Customer response

  06/10/2024

  Complaint: 21712871
  
   I appreciate you taking the time to explain the sequence of events from your perspective. However, I must respectfully disagree with some of the key points raised.
  
  Firstly, while I acknowledge contacting your company within the 24-hour window to explore lower fare options, at no point did I explicitly agree to or confirm a new booking. The fact that new e-tickets were issued without my final approval is concerning.
  
  Secondly, I understand the need for identity verification, but repeatedly requesting my full credit card details, including the *** number, after the initial purchase raised red flags. As per industry best practices, merchants should not request this sensitive information post-transaction, as it increases vulnerability to fraud.
  
  Lastly, I made it clear during our correspondence that the dates selected were incorrect from my end. While I appreciate you providing the applicable fees for changes, the charges were quite steep, leaving me with no choice but to make alternate arrangements. As a customer, I expected more flexibility and understanding.
  
  I have included copies of our email communication to support my claims. I kindly request you to review this matter again and consider a full refund for the charges. A resolution that puts the customer first would go a long way in restoring faith in your services.
  
  Thank you for your understanding and cooperation. I look forward to an amicable resolution of this dispute.
  
  Regards,
  
  *************************

  Business response

  06/19/2024

   

  Dear BBB,
  
  We appreciate the opportunity to address ********************************* concerns further.
  
  We are pleased to acknowledge that the customer recognized the error in selecting the wrong travel dates, confirming that Indian Eagle made no mistake.
  
  As we clearly outlined in our previous response, the customer made new bookings during a call with our representative. The customer actively agreed to the new travel dates, flight times, and layovers throughout this conversation. He then confirmed and completed the payment for these bookings online. Our records show that the customer was fully informed and consented to the details and payment of the new itinerary.
  
  We understand that the customer may not recall the details of the new bookings at this time. We have documented all of these correspondences and conversations, and wherever needed, we will provide the relevant evidence to clarify any misunderstandings and support our position.
  
  We are committed to resolving this matter amicably and addressing any outstanding concerns the customer may have.
  
  We kindly request that the Better Business Bureau take into consideration the constraints under which travel agencies operate and the efforts we have made to assist ********************** within those boundaries. We believe we have acted in good faith and within the scope of our capabilities, and we respectfully ask for your wise judgment in closing this complaint.
  
  Thank you for your understanding and attention to this matter.

  Regards
  Indian Eagle Team
  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought airline ticket from Indian Eagle online on 18Apr24. I had to change the dates, so I canceled my ticket with 24 hours of booking. I called the company on 19Mar24, and they said I will get total of $4 change ($2 per each ticket) and rest of the money I will get refunded. I also have email from the company saying the same.I have never got my refund back and my card still has charge of ****** twice (2 tickets). I have emailed screenshots of my credit card charges as requested by representative of company and spoke to Mutiple persons 4 to 5 times so far. Every time I call, they keep saying I will get my refund in 2 days and still I have not received my refund.I am supposed to get refund of $1714.72 - $4 = $1710.72.Please help getting my refund as soon as possible.

  Business response

  04/19/2024

   

  Dear BBB,

  We are reaching out to address the concerns raised regarding the refund for a canceled reservation with Air India. We acknowledge the inconvenience caused by the delay and are committed to rectifying this situation.
  
  Under normal circumstances, our refund process is prompt, with transactions typically completed within 2-3 business days following a cancellation. However, unforeseen delays can occur, often due to the complex nature of interlinked financial systems.
  
  We want to assure you that we are actively collaborating with Air India and the relevant financial institutions to fast-track the refund process. Our team is focused on ensuring that the refund is processed at the earliest opportunity.
  
  We value Mr *********** patience and understanding as we work through this process and are hopeful for a resolution soon. We will provide immediate updates on the progress of the refund once we have confirmation from the airline.
  
  Should he wish to explore alternative avenues for assistance, we recommend him reaching out to his financial institution regarding the specific ticket number that was voided. They may be able to provide further guidance and support.
  
  We apologize for any distress this has caused. Your understanding and cooperation are greatly appreciated. For any additional questions or assistance, he can contact us. Our customer service team is available 24/7 to support him.

   

  Regards

  Indian Eagle Team

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked my flights to ***** with the agent Indian Eagle in Jun 2023. I travelled to ***** by Ethiopian airlines to ********* (*****) on September 09, 2023. However, the scheduled return flight was cancelled and the Indian eagle was unable to provide suitable alternative so that I can return to work on time. I made my own arrangements (although inconvenient, I needed to add a stop) and returned on time. I disputed the payment with **************** credit card company. Amex decided in my favor and refunded the payment made to the Indian eagle.However, I have received a letter from Indian eagle asking for full payment even though they did not provide return flight on time to return to work. I am attaching the legal threatening letter.Please note that Indian eagle did not help me to provide return flight to return on time and I made my own arrangements incurring expense for one-way flight.I request you to instruct that Indian eagle that I do not owe any money was they have failed in their obligation.Thanks

  Business response

  04/03/2024

   

  Dear BBB,
  
  We are writing to address the concerns raised by Mr. ********************************* complaint
  #********, regarding his recent flight booking with Indian Eagle.
  
  Firstly, We would like to clarify that Indian Eagle has no role in the airline's decisions regarding flight cancellations or schedule changes. Indian Eagle's responsibility pertains to ensuring correct ticketing, which was duly fulfilled with this booking. As a travel agency, Indian Eagle is bound by the airline's rules and policies. Flight cancellations and the associated decisions are governed by airline regulations.
  
  We deeply empathize with the inconvenience caused by the flight cancellation, and we understand how frustrating this situation must be. It's important to recognize that such decisions are governed by airline regulations. Despite this limitation, our team diligently assisted Mr. ************************ ****** by exploring all the possibilities provided by the airline. We tried our best to accommodate him with the closest available dates, flights to ******, and flights to ******** with a different route and travel dates in accordance with airline policies and flight availability.
  
  We respectfully disagree with Mr. ********************************* claim that Indian Eagle did not provide a timely return flight. Our team tried tirelessly to present him with various alternatives. However, Mr. ************************************* chose to book a new flight independently and subsequently disputed the total ticket cost despite fully utilizing the outbound journey without issues.
  
  Its important to highlight that disputing the total transaction breaches the agreement between Indian Eagle and Mr.*************************************, which he agreed to at the time of booking. Additionally, we provided Mr.Basavana Gouda Bharamana ****** with all available alternative options offered by the airline, and there was nothing an agency could do beyond that. Therefore, Indian Eagle could not take this loss and requested Mr.************************************* to settle this chargeback amount.
  
  At Indian Eagle, we highly regard our customers, and their satisfaction is our top priority. We are committed to providing the best possible service. If Mr. ************************ ****** has any further queries or concerns, we are available 24/7 to assist him.
  
  Should the Better Business Bureau need further details, we are more than willing to cooperate. We have confidence in the BBBs decision to assess the provided information and arrive at a fair resolution concerning the closure of this complaint.

  Regards

  Indian Eagle Team

  Customer response

  04/06/2024

  Complaint: 21514687
  
  I am rejecting this response because:

  Thank you Indian Eagle team for your prompt response.

  
  While Indian eagle team contend that they have no role or control over the airline decisions, the airline maintain that any issues arising out of a booking made from an agent need to be addressed with the agent directly.
  In addition, the agent argues that they did everything to help me. Please note that I was scheduled to return on Saturday so that I could return to work on Monday. The alternative flying options the Indian eagle team provided were grossly insufficient. As a result of yellow fever vaccine requirements,departing early on and staying overnight in ******** was not an option. The other option (returning late) would not have allowed to return to the *** on time to start my work.
  I asked the agent to provide the reasons for flight cancellation. This was to explore the possibility of utilizing my travel insurance. The agent did not provide the exact reason. I even asked them to provide alternate flight with air ***** (which, in my opinion was inferior as the business class seating configuration was not to my liking) and the Indian eagle declined stating that the airline rules do not allow that. It is common knowledge that airlines often make efforts to fly the passengers by alternate flights especially if they are flying business class.
  In the circumstances, I made my own business class arrangements to return on time, with 2 stop options (instead of 1 stop I had booked). I asked the Indian eagle team to help me in this regard, however they declined.As BBB can understand, I did not want to take the loss myself. It is common knowledge that one way flights in the last-minute are more expensive than return flights booked in advance. Finally, I asked the credit card company to help me in this matter. I am sure BBB appreciates that credit card companies make their own investigation into the merits of the case before making any decisions. Clearly,Indian eagle could not provide convincing reasons to the credit card company for not providing alternate return flight options.
  While I understand that Indian eagle is not happy with the resolution the credit card company made, I am sure that they understand that a passenger cannot take the loss either.
  
  Regards,
  
  Basavana Gouda Bharamana ******

  Business response

  04/18/2024

   

  Dear Better Business Bureau,
  
  We appreciate the opportunity to further clarify our position in response to Mr. ********************* rejection of our previous response.
  
  As a travel agency, Indian Eagle facilitates the booking of tickets and assists customers with travel planning. However, decisions regarding flight cancellations, schedule changes, or any operational aspects are solely within the control of the airlines. These decisions are influenced by various factors including, but not limited to, weather conditions, technical issues, and regulatory requirements, which are beyond our control. The terms and conditions were agreed upon by the customer at the time of purchase. These include important details regarding schedule changes, which can be reviewed at the following link: *********************************************************************************
  
  The specific details regarding the reasons for flight cancellations are not disclosed to travel agencies by the airlines due to their internal policies and the nature of the issues, which may involve security or other concerns. We are not privy to the precise reasons behind the flight's canceled by the airline.
  
  When cancellations occur, our role is to find the most feasible alternative travel options available. However, it's important to note that flight cancellations, the availability of alternative options, and any resulting inconveniences or losses due to these disruptions are beyond our control as a travel agency. As outlined in our terms and conditions, which you acknowledged and accepted at the time of your purchase, Indian Eagle is not liable for any inconvenience or losses faced by the customer due to actions or decisions made by airlines. The customer can review this section for more clarity here: ***********************************************************************************
  
  While we understand that the alternative options provided did not fully meet the customer's needs, these suggestions were based on the available flights at the time of the request. We are bound by the flight options that airlines provide, and sometimes, unfortunately, the options are limited.
  
  In *****************, there is no federal regulation that mandates airlines to rebook passengers on another airlines flight in the event of a cancellation. Each airline operates under its own set of policies on how they manage such disruptions. Typically, airlines aim to rebook passengers on the next available flight within their own network. While airlines may sometimes accommodate passengers on other airlines as a courtesy, this practice is entirely at the discretion of the airline and is not mandated by law. In this case, it appears that the option to rebook with another airline, such as Air *****, was not deemed possible under the specific rules and agreements in place.
  
  We understand that the customer requested a rebooking on Air ***** and expressed willingness to accept different business class configurations. However, each airlines partnership agreements and operational policies restrict such rebookings. Its also relevant to consider that while airlines, at certain times, offer flexible rebooking options for business class passengers, these gestures are not guaranteed and vary by situation and airline policy.
  
  By disputing a charge for a service that was provided and is governed by the agreed terms and conditions at the time of purchase, there is a breach of contract on the customer's part. The terms and conditions, which can be reviewed at ******************************************************************, clearly outline the responsibilities and limitations of liability in situations involving airline decisions such as cancellations and schedule changes.
  
  It is important to note that the decision made by a financial institution in favoring the chargeback does not hold legal authority in determining matters of contract law, nor does it serve as an arbitrator or competent authority in such disputes. The decision made by the credit card company, does not substitute for a legal determination by a court and in our experience the Courts did not find merit in the decisions made by the card companies.
  
  If it becomes necessary to resolve this matter legally, the courts will decide based on the contract formed by the terms and conditions agreed upon at the time of the ticket purchase. Our aim, however, is to avoid such extremities and to find a mutual agreement that acknowledges the constraints and responsibilities of both parties involved.
  
  Should the Better Business Bureau request additional information, we are prepared to cooperate fully and furnish the necessary details.
  

  We kindly request that the Better Business Bureau take into consideration the constraints under which travel agencies operate and the efforts we have made to assist ********* within those boundaries. We believe we have acted in good faith and within the scope of our capabilities, and we respectfully ask for your wise judgment in closing this complaint.

  Thank you for your attention to this matter.

  Customer response

  04/19/2024

  Complaint: 21514687
  
  I am rejecting this response.

   

  While I understand the indian eagle position,  I am not willing to bear the loss. By not providing the reasons for cancellation,  indian Eagle denied my opportunity to use travel insurance.  I was willing to fly in an inferior business class (air india) and such courtesy was not extended. As mentioned earlier,  when one book flight with a third party, the airlines do not communicate with the passengers directly and refer to the thirs party instead.

  I am sorry to say that I can't bear the loss in the circumstances.
  
  Basavana Gouda Bharamana ******

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I've been a loyal customer of ********************** until today, booked tickets without issues. But the most recent ticket I booked with them has been a nightmare, I was promised a cashback of $58.28 and after multiple follow-*** and being on 'hold' for 30+ minutes I was told the cashback amount was not $58.28 but $109.28! I have screenshot, call recordings and chat history to show this is all true. Then I was politely told that there is ZERO cashback because they charged me a different amount. They apologised it is an error. It is very, very frustrating experience and they have just lost another customer.

  Business response

  03/06/2024

   

  Dear Better Business Bureau,
  
  We appreciate you notifying us of this concern. At Indian Eagle, we hold our customers satisfaction as a top priority and sincerely apologize for any distress caused to **********************************. It appears there was a miscommunication regarding the cashback offer, resulting in misunderstanding. We are actively engaging with her to resolve this matter to her satisfaction and will keep you informed of our progress.
  

  Regards

  Customer response

  03/08/2024

  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.
  
  Regards,
  
  *******************************

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm writing to file a complaint against Indian Eagle travel agency regarding my recent flight booking. I purchased a round-trip ticket from ****** to ********* for $2511, with departure on 12/23/2023 and return on 1/13/2024. However, a few days before my return, Indian Eagle unilaterally changed my return date to 1/18/2024 and my return airport had been changed from ****** to *** (150 miles from my house), without my consent. To make it back home on time and start work next day, I had to purchase a new flight and cover additional expenses. Despite this, I haven't received a refund for the unused portion of my original ticket. I request your assistance in resolving this matter promptly.Trip ID: ROWQNLBR0J

  Business response

  03/03/2024

   

  Dear BBB,

  We are writing to you in response to the complaint by Mr. *************************** regarding his recent flight booking. We appreciate your efforts in facilitating a fair and timely resolution of this matter.
  
  We would like to clarify that Indian Eagle has no role in the airlines decisions regarding flight cancellation and flight departure schedule changes. Scheduled flights are often cancelled or rescheduled under such circumstances as bad weather, natural disaster, bankruptcy, or other unforeseen events, keeping the safety of the Passengers in mind and we don't have any control over them.
  
  We understand how inconvenient and frustrating it is when flights are rescheduled, especially when it affects ones travel plans and personal or professional commitments. However, we tried our best to accommodate ************** with the closest available flight, as per the airlines policy and availability. We deeply regret any inconvenience caused to him due to this situation.
  
  We want to inform you that as per **************** request, we have initiated his refund with the airlines for his partially unused ticket. He will receive the refund within the next 2 - 4 weeks, depending on the airlines processing time. We thank him for his cooperation and patience in this matter.
  
  We value our Customers and strive to provide them with the best possible service and satisfaction. Should ************** have further questions, he can always reach out to us. We are available 24/7.
  
  Sincerely,
  Indian Eagle Team

• Initial Complaint

  02/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked a flight using indian eagle on Jan 24th 2024. The flight was scheduled for Feb 19th 2024. I had paid $900 USD for the fare. I had also received the confirmation. The ticket was from BOM to *** it was a Luftansa Flight. Around 1st Feb i logged in into Luftansa to book my seat and also paid for an extra bag. Since I have difficulty walking long distances I went in to add wheelchair assistance on the 14th Feb. Everything worked perfectly.On the 15th I login again to Luftansa and i see that my ticket is no longer available. I call IE and they tell me that they refunded the amount and I do not have a ticket. And ask me to reach out to Luftansa After calling Luftansa they say that the agent cancelled your ticket so ask the agent to add it back and you should be good to go.Indian eagle later said that I have been given the refund and did not do anything to resolve the issue or get me a flight. They said the only option to get your same itinerary is to pay $1000 more or book a new itinerary and pay the difference This feels like a money extorting business. And is extremely troubling when it is 2 days before travel. The agent and the supervisor were no help at all. Finally after being on call for about 2 hours straight and about 6 hours in total, i suggested they pay the fare difference, they offered $150 as cashback if we book a new tickets with them and acted as if they are doing me a favor.I could not dare to use their services again. I decided to let go of the $150 credit I decided to book with Airlines directly and pay $400 more than what was the original cost as i had to get a ticket in 2 days.Now i also have to get my $200 (extra bag and seat fee) from luftansa. I am seeking the right and deserved compensation for: 1. the extra money that i had to pay because Indian Eagle failed to notify me that i had no tickets 2. Mental harassment and trauma caused because of this mistake which Indian Eagle calls a glitch without any explanation.

  Business response

  02/23/2024

  We understand how frustrating the unexpected cancellation of the customers confirmed travel would have been, and appreciate this opportunity to address the customers concerns. Upon investigation, we found that the cancellation was triggered due to an unforeseen technical glitch (not sure how to describe the glitch). We deeply regret any inconvenience caused to the customer due to difficulties in securing a new ticket on a short notice.

  
  Considering the urgency of the customers travel plans, we got her an alternate flight option for her trip. We hope this has helped the customer out to some extent. As a goodwill gesture to the customer, we made a cashback offer worth US$150 which she can use to book a new ticket with us. Hope this helps compensate some of the loss that the customer incurred due to the sudden cancelation of her booking.

  
  We are waiting to hear from the customer and trying to ensure that she is comfortable with the offered resolution. We are committed to working with the customer to address any more concerns or queries if there are any. Once again, we are extremely sorry for the inconvenience and appreciate your understanding in this matter. We value your patronage and feedback equally. 

  Customer response

  02/23/2024

  Complaint: 21305677
  
  I am rejecting this response because:

  As I mentioned in the original complaint I  I paid $899 at my first booking. 
  I never plan to book again via the travel agency Indian Eagle because they mention to give cash back of $150 for my next booking via them, which Im certainly not going to do at all. I dont want to spend another 48-50hours talking to customer service rep and explaining the issue again and again!! 
  
  If Indian eagle cannot own up to their mistakes / technical glitches and giving some generous compensation isnt acceptable and I was the one who paid extra $350 + to book a new ticket myself on a very very short notice to make my trip happen.

  I do not want to have the unpleasant experience again and really wanna make sure they accept and own up to their mistakes rather than calling it a technical glitch which they cannot even explain. 
  

  Hence I do not accept their responses. 
  
  Regards,
  
  *******************

  Business response

  03/03/2024

   

  Dear BBB,
  
  We are writing to inform you that we have tried to contact ******************* multiple times via phone and email, but we have not received any response. We would like to discuss this issue as soon as possible and provide her with a satisfactory response.
  
  Therefore, we kindly request ******************* to provide us with her valid contact number and the feasible time to reach her. We will give her a call and discuss the matter with her. We appreciate the her cooperation and patience in this matter.
  
  Thank you for your attention and understanding.
  
  Sincerely,
  Indian Eagle Team

  Customer response

  03/04/2024

  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 for offering me $150 as Amazon *-gift card. I have replied to them with necessary email details they can send the * gift card at. 

  
  
  Regards,
  
  *******************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently booked our flight tickets through Indian Eagle. Thanks to their assistance to complete the transaction. Once booked, we were promised a cash back. Per the ticket confirmation, we were told the cashback amount was to be refunded based on our preferred mode of refund. For our convenience, we choose a check. The cashback details was successfully updated. Per confirmation, it was to be initiated within 48 hours of booking. We found a better deal within few hours of booking but decided not to modify or cancel ticket due to the cashback.Upon further follow **, ***** Eagle team denied paying cashback. Upon enquiring through email, they ignored my follow up emails.

  Business response

  02/16/2024

   

  Dear BBB,
  
  We appreciate your attention to this matter.
  
  We sincerely apologize for the confusion and inconvenience caused to ***************************. We value her as our customer, and we want to make things right.
  
  We have looked into the issue and found that there was a miss communication regarding the offer. *************************** was indeed eligible for an offer of $114.00 on her booking of $3773.38. However, instead of sending her a check, we applied the offer as a discount on her reservation and charged her only $3659.38. This was done to make the discount offer process seamless and easier for her. Unfortunately, this was not clearly explained in the confirmation email, which led to a misunderstanding.
  
  We have contacted *************************** and spoke with one of the travelers in the reservation. We have explained the situation to him. He has accepted our explanation and apology and has agreed to withdraw her complaint.
  
  We request you to kindly close this case as resolved. We thank you for your cooperation and understanding.
  
  We are always here to assist our customers with any queries or concerns they may have. Please feel free to contact us anytime.

  Regards

  Indian Eagle Team

  Customer response

  02/17/2024

  Complaint: 21276616
  
  I am rejecting this response because:

  I haven't seen anywhere during the ticketing or in the ticket confirmation saying $3773.38 is the actual price and $114.00 cashback was discounted. These wasn't an option to apply discount by me or by the system. During ticketing my final price was shown as $3659.38 and a cashback of $114.00 was notified to which I was asked to choose a mode of payment from 1) Transfer back to the CC 2) Print and send a check to my mail id. I opted for 2nd option.

  The person who called my husband explained what happened which might have happened?? However, I don't want to keep this complaint open. Let's close this. The only reason I rejected business response was to add my response. Thanks BBB and IndianEagle.

  
  Regards,
  
  ***************************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been booking tickets through Indian eagle for past 2 years. It is all great service if we are just booking tickets. But yesterday was the first time I had to cancel the tickets. Their conversation was extremely misleading. They told me that cancellation charges are $700 per customer and that you will get a refund of $1357 specifically asked them like a million times will I get $1357 net in hand. I cancelled my ticket and then Then I got an email saying the cancellation charges are 305 per customer and that I will get refund of $1357. At no point this was mentioned that this is additional charge. I asked them to go ahead with cancellation. And now they are not releasing funds saying I have to pay additional $305 per passenger and total charge is $915. This means net I will receive only around $400. This $305 is Indian eagle charge and not airline charge which they conveniently didn't tell me. And now they don't respond to emails or don't give a call back. This is the last time I will be booking with them and will actively discourage anyone to book with them.

  Business response

  02/04/2024

  Dear BBB! We looked into the complaint and found that there was a misunderstanding about the cancellation charges and the refund amount. There are no additional or hidden charges other than the cancellation fee $305 per passenger. The refund amount of $1357 was processed to the customer before 1 February ****, and it would be credited to her anytime this week. We tried to contact the customer after having processed the refund, but she is not reachable. We request her to confirm receipt of the refund once it is credited to her account.
  
  Initially, the customer was misinformed about the charges and we are extremely sorry for this. We made the correction and sent an email to the customer leaving no room for ambiguity about the refund amount as well as cancellation charges. We regret the inconvenience that this might have caused to her. We appreciate her patronage of our services.  
  
  We did everything in our capacity to resolve by clarifying the matter and processing the refund amount. Therefore, you are requested to close this complaint. Thank you very much!            

  Customer response

  02/06/2024

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I paid for a non refundable ticket however there was a change in flights time and I requested the agency to give me alternatives flights. They didn't give alternative flights, also I requested them to send cancellation to airline. They didn't help me to cancel as well.They didn't provide right service.

  Business response

  01/08/2024

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We are very sorry to hear about the customer's displeasure with our service. We work relentlessly to ensure on-time assistance/resolution and our sincere commitment to customer satisfaction obligates us to provide our dissatisfied customers with an explanation of what caused the customer service gap. We understand the customer concerns and would like to provide some clarification regarding his booking.
  
  As the customer said, he booked a non-refundable ticket on April 10th, 2023 for departure on June 27th, 2023, and return on September 28th, 2023. He later rescheduled the return trip to December 5th, 2023. When there was a minor 15-minute change in his return flight schedule, he wanted us to either cancel the return flight or arrange an alternate flight. However, according to the fare rules stated on his e-ticket at the time of booking, tickets that have been partially used cannot be canceled or refunded. As a travel agency, we have no control on the airline policy and are bound to comply with the airline rules and regulations regarding cancellation.  
  
  While we understand that the customer may not be comfortable with the time change of 15 minutes, his request for alternate flights couldnt be processed since these modifications are subject to the airlines ticket rules and policies. The airline doesnt provide the alternate flight option in the event of a minor schedule change to original booking. To be precise, alternate flights are only available when the time change exceeds 4 hours or necessitates an overnight stay. Since the customers flight experienced a minor time change of 15 minutes, it doesnt qualify for an alternate option. We communicated the same information to the customer and explained to him about fare rules. 
  
  The customer also approached his bank regarding the ticket charge. We dont have details of their communication, but we noticed that the airline canceled his ticket. He then asked us to transfer the unused portion of the ticket to him for future use, which is not allowed as per the airline policy. Its unfortunate that the customer had to bear the cost of the canceled flight, but his requests are against the fare rules of his non-refundable ticket and thus, beyond our control. Kindly close the complaint in view of our obligatory compliance with airline policies and ticket rules. If you require further clarification, information or documents with respect to this matter, we are willing to cooperate.  
  
  

  Customer response

  01/14/2024

  1. I booked a non-refundable ticket on April 10th, 2023 for departure on June 27th, 2023, and return on September 28th, 2023. Later I rescheduled the return trip to December 5th, 2023. 
  
  
  2. The returned flight was rescheduled / preponed by  15-minute 
  
  
  3. I was in a risk to catch the flight as I live in ******* and the flight was from *** so we contacted agency to provide an alternative flight on the difference in flight charge. 
  
  
  4. The agency didnt help to find a flight for us and said either you have to travel in the same flight or you loose your money. Also they suggested to check with Airline directly.  So I contacted Airline. The Airline responded As I have not booked the flight, you are not authorize to make any changes, we can talk to agency to make any change. 
  
  
  5. Then I contacted agency again with the response of Airline, but Agency said , we can not provide the flight as there are no options. So I requested to cancel the flight. 
  
  
  6. As per the Agency, according to the fare rules stated on his e-ticket at the time of booking, tickets that have been partially used cannot be canceled or refunded. As a travel agency, we have no control on the airline policy and are bound to comply with the airline rules and regulations regarding cancellation. 
  
  
  7. Then I contacted Airline to review the policy and they said, we can cancel the flight and can refund the money, however your agency need to send the request for cancellation. 
  
  
  8. I requested Indian eagle to send cancellation request to Airline  again and again over phone and emails and they keep  repeating point 6 to me. They said we can not cancel , can not refund. 
  
  
  9. I told Indian eagle that, if I wont get response, I will dispute the money with Bank.They sent me the screenprint of someone's communication which I don't recognize as AirIndia. then I kept calling them to reschedule or cancel. No help and they keep repeating the same thing. 
  
  
  10. I booked ticket with different airline with very high fair and returned. So I had to dispute the money before my travel date to recover the money. I raised the dispute before I used the service. 
  
  
  11. I contacted Airline and as per them , Indian Eagle cancelled the flight and received the refund however they didnt reveal the refund amount to me. (Attached my communication to Airline)
  
  
  12. I called Indian Eagle and they didnt agree. 
  
  
  13. I disputed the money with bank and then the Indian eagle requested me to close the dispute and the money will be carried over to next year. 
  
  
  14. The dispute was closed. 
  
  
  15. Then Indian eagle stop entertaining me over phone. In stead they started talking in unprofessional language. 
  
  
  As a consumer, where do you see my fault ?? Is this OK, if travel agency is not transparent with customer in each step?

  Business response

  01/24/2024

   

  Dear BBB,
  
  We are writing to acknowledge the receipt of your letter regarding the complaint filed by **********************************************. We thank you for your efforts in bringing this matter to our attention and giving us an opportunity to address it.
  
  We are currently reexamining the customers complaint and conducting a thorough investigation to ensure that we provide a fair and accurate response. We are almost done with the reexamination and we expect to complete it within the next few days.
  
  We request you to kindly ***** us some more time to address this issue and provide our response. We apologize for any inconvenience caused by this delay and we appreciate your patience and understanding.

  Regards

  Indian Eagle Team

   

  Customer response

  01/25/2024

  Complaint: 21067303
  
  I am rejecting this response because:

   

  They are changing their response every time and buying in time. I need the refund into my card as I am paying interest unnecessarily.
  
  Regards,
  
  *******************************************

*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. ↩