ComplaintsforIndian Eagle

• Initial Complaint

  11/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had bought ticket for my mother to travel to ***** through IndianEagle, but due to personal reasons she is not able to ************ had cancelled the airline ticket. IndianEagle have not provided my the full refund that is due back. Please see below breakdown of charges and expected refund. Initial Ticket Cost ? ******** Change Ticket Cost ? ****** Refund Received ? (1,591.51)Change Fee Cost/Non Refundable ? (200.00)Additional Charge ? ****** Additional Charge ? ***** Cancellation Fee ? (3*****)oNet Amount is ****** ?(******* + ****** + 125 + 25 200 **** = ******)I have attached the credit card transactions.

  Business response

  12/08/2023

   

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We are currently investigating the complaint and coordinating with all relevant departments to understand the reason for the delayed refund of the balance amount. We will update you with any new information that arises soon. We thank you for your patience on this matter.

  Regards

   

  Customer response

  12/11/2023

  Complaint: 20937450
  
  I am rejecting this response because: i have reached out IndianEagle previously and have not received any proper responses.

  I would like to receive proper response and sufficient proof that I will receive the refund that is due back to me.

  
  Regards,
  
  Daxalkumar *****

  Business response

  12/20/2023

  Dear BBB! The refund (US$ ******) would have been processed to the customer if he had not raised a dispute with his bank. Despite his acceptance of the fare difference, change of date fees, cancellation penalties and other fees for the services provided to him, he raised an invalid dispute. It is our humble request to the customer to withdraw the dispute at the earliest. Once we receive the dispute withdrawal letter, the refund process will be initiated.

  Since we operate during US hours (mainly CST), we are not able to reach the customer at his convenient time, 9 AM 5 PM IST, in *****. The inconvenience is regretted. We sincerely hope the customer will cooperate with us in resolving this issue. Thank you!       

  Customer response

  12/20/2023

  Complaint: 20937450
  
  I am rejecting this response because:

  Dispute has already been cancelled with bank few weeks ago.

  I had already told IndianEagle that I will cancel dispute once refund is received.

  How is my dispute request with bank invalid when IndianEagle gave me less money?

  I can be reached 8 AM to 12 PM US time as well.

  Regards,
  
  Daxalkumar *****

  Business response

  12/29/2023

  Dear BBB!We are glad to inform you that the customers complaint has successfully been resolved. On reviewing the details carefully, we found that the exact refund amount was $281.14, which has been released in the form of an Amazon e-gift card after a direct discussion with the customer. We are very sorry for the inconvenience caused by this confusion.    

  We would like to thank Mr ********************* for sharing the dispute withdrawal letter with us. His patience and co-operation throughout the process is genuinely appreciated. We are glad that he received the refund amount finally. Hence, we humbly request you to close this complaint as resolved. We will be obliged to you. Thank you!    

  Customer response

  01/02/2024

  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,
  
  Daxalkumar *****

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ticket to travel from *** to MUM on January 18th ****, and return from *** to MSP on February 14th.The original itinerary document is attached. the last segment of the trip was on February 14th at 5:00 PM from *******. this was changed to 8:15 PM. I didn't accept this change. According to airline policy I am eligible for full refund. The travel agent Indian Eagle has been providing vague emails to ***** and providing excuses not to refund the money.on November 16th I was on a conference call with ***** Airlines and Satish (Manager at Indian Eagle), when ***** confirmed that they don't have the updated information in the itinary. I reached out American Airlines which operates the last segment and had them speak with ***** agent and update their system. Now, Indian Eagle, Travel agent claims they can't refund the money because ***** has to issue the refund and ***** airlines (Agent Manahil, phone call dated 11/17/2023 at around 11:15 aM CT) informed me that the travel agent has to issue this refund.Indian Eagle has been challenging to work with to resolve this issue. I have attached proof that I refused to accept the change to itinerary, but ***** informs me that the change has been made to the ticket.

  Business response

  11/25/2023

   

  Dear BBB,
  
  Thank you for bringing this out our attention and we are sorry for the frustration **************************************** has experienced. We reached out to him and explained him the response we received from the airlines. We are further exploring way to see if his request can be processed with the airlines. We appreciate his patience and understanding and we will provide an update shortly.

  Customer response

  11/27/2023

  Complaint: 20885097
  
  I am rejecting this response because:

  I have had several conversations with travel agent. They have continued to misrepresent the situation with airlines. I have several conversations with airlines and they have categorically stated (recorded calls that can be subpoena) that travel agent must initiate full refund request because they booked the ticket. 

  Travel agent continue to show emails that doesn't have relevance to the refund request. 

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

  Business response

  12/07/2023

  Dear BBB! Thank you for bringing this matter to our attention! Since we are committed to satisfying our customers, we owe him an explanation. We are genuinely sorry for the inconvenience the customer had due to the flight schedule change in the last leg of his return itinerary from ************) to *********** (***) via ******* ***. Since the connection time at ******* *** Airport increased by 3 hours, we provided him the best available alternate option from ******* to *********** via ******. The alternate connection flight from ****** to *********** was only 30 minutes longer than the original flight from ******* to ***********. However, the customer was not happy with the alternate option; hence, we pitched to the airline (***** Airways) for a refund.
  
  But the refund request was not accepted for the availability of suitable alternate options with similar connection time. We communicated this message to the customer via an email and tried to make him understand the airline policy that any travel agency is bound to comply with. Usually,refund requests may be accepted in the event of a flight schedule change if there is no alternative, or alternate options are not suitable due to unusually long connection time/travel time, reduced check-in baggage allowance, or travel class downgrade. Precisely, we have no control on the airline policy.
  
  Meanwhile, the customer contacted American Airlines, the operating carrier for the ******* to *********** leg in his original itinerary. We dont have details of their communication, but we noticed that the ticket was reissued with the flight schedule change. When a customer gets the ticket reissued or the flight rescheduled/cancelled directly by the airline,the control of his/her booking goes to the airline from the travel agency. Finally,he got refund vouchers from the airline. With the control of his reservation having gone to the airline, we lost the authority to initiate the refund process. However,we are not able to make the customer understand this common scenario in aviation.
  
  We would have been more than happy to help the customer out to his satisfaction, but obligatory compliance with the airline policies and the ticket rules limits our efforts. As a travel agency, we can only submit a refund request to the airline and follow up multiple times, but the approval is subject to the airlines discretion. If you require further clarification or information with respect to this matter, we are ready to cooperate.                       

  Customer response

  12/08/2023

  Complaint: 20885097
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************************************************

• Initial Complaint

  11/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Indianeagle doing false business now a days .I have booked an ticket with them and in e-ticket they clearly mentioned that ticket dates can be modified ( proof attached ) and also mentioned that ticket can be exchanged with a new ticket but cannot be cancelled . I totally agreed with those terms and conditions while paying amount. But when I contacted them to exchange this with new ticket they denied this request stating that these are general terms and conditions only and not applicable to the ticket.I paid $ ******* amount and because of emergency I have to travel little early and requested them to issue a new ticket . They denied my request stating that those are general terms and conditions but not applicable to my ticket.

  Business response

  11/25/2023

   

  Dear BBB,
  
  Thank you for bringing this to our notice. We are in contact with Mr. ***** and are working with him to address it in an amicable manner. We hope Mr ***** appreciates our sincere efforts in addressing the matter.

  Regards

  Indian Eagle Team

   

   

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  While searching for round-trip flight tickets from *** to *** on Kayak.com, i came across a flight that i liked for $1,220. I clicked on it and it took me to a website called Indiaeagle and there in the process of booking at the end, i was quoted a price of around $1,270. Suspecting that this is a hook-and-reel scheme, I did not complete the booking. Immediately i got a call from a IndianEagle representative. She informed me that since prices increased since the time i started to book?My first complaint is someone has to control this "hook-and-reel" scheme from IndiaEagle Anyway due to the persuasion of that associate, I had purchased a round-trip flight ticket from ************* (***) *** to *********, ***** on 27-October-2023 through Indian Eagle for $1,247.11. In the eticket that Indian Eagle sent me (and which i verified at that time), my first name name was recorded correctly as "SRI ********************* ***************************" and my last name as "********". I got a call today - 29-October-2023 from Indian Eagle representative informing me that my first name was recorded in ***** eticket as "SRI ********************* *************************" and last name as "********". The last letter "Y" was missing from my first name. He told me that due to this discrepancy, i might not be allowed to board the flight by ***** Airlines. I asked him what is the solution? He told me that i would have to cancel my existing reservation and re book the ticket. He informed me that it would cost me extra (i do not remember exactly how much but he mentioned that the new ticket would cost me around $1360) as the tickets were sold out. Why do i have to pay extra for a mistake from Indian Eagle?I then told him that this was blatant cheating and asked him to cancel my existing reservation without re booking. He informed me that i would be charged $30 towards cancellation. I told him that as US customer i have the right to cancel within 24 hours. Also why should i be penalized for their mistake

  Business response

  11/07/2023

  Dear BBB,

  Thank you for bringing this to our attention. We deeply regret the inconvenience caused due to the miscommunication about the charges. We have taken the initiative to contact Mr. ******** and explained the situation. We have ensured that he will not be charged the cancellation fee, and we are confident that he will receive a full refund. Mr. ******** can always reach out to us if he needs any assistance and we will be happy to help.

  Customer response

  11/08/2023

  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.
  
  Regards,
  
  Sri ********************* Krishna *****************************

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 12th I purchased emirates flight ticket for my upcoming travel from ****** to ********* on indianeagle.com immediately after I completed my booking I received an email from Indianeagle informing me that I was charged $52 more than the displayed fare ( It was basically a deceitful practice wherein the customer was not informed about the fare increase during the booking process) and that the additional fare amount charged will be refunded via ACH or egift card or Check. I sent an email to ******* in **************** informing her to mail me a Check. After a week she sent me a reply email informing me that she was not able to process my Check due to some issues and suggested me to select Zelle payment or Amazon giftcard or ACH for my refund. I do not use Zelle I do not want any gift cards. I am not comfortable sharing my bank details to a travel agency that operates overseas hence i replied back to her requesting her to refund the excess fare amount charged to be added back on to my credit card or send me a check - On the day she sent me the reply email i called and spoke to **** in **************** who informed me that the Check process issue was resolved. On October 25th I was informed that a refund check was initiated however when I asked about the check details and a mail tracking number there was no verifyable information provided. Any check that is mailed to a customer within the US should not take more than a week. However indianeagle folks have been telling me that it will take 3 to 4 weeks for the check to arrive once it is mailed. This issue is now considered UNRESOLVED until I get the physical check and it goes through the clearance process at my bank.

  Business response

  11/03/2023

  Dear BBB, 

  We deeply regret the inconvenience caused to the customer and understand his concern regarding the fare. We probed the matter and found that flights to/and ***** were selling fast due to the booking season at its peak for travel in November and December.Airfares heavily fluctuate during this time, as airlines dynamic pricing is at its height for holiday travel bookings. If the customers ticket had not been booked on time, either the fare increase would have exceeded $52 or no seats would have been left in his selected travel class.
  
  The team went on to complete the booking process despite a fare increase of $52, out of the urge to provide him the best deal. This explanation may not suffice to justify us. Hence, we admit that the customer should have been informed about the change in the ticket price. To be precise, we understand the importance of transparency in the booking process and officially obtain the customers consent to further the booking process in the event of fare increase. 
  
  The refund check is currently in transit to the customers mailing address. We quote a maximum time of 3-4 weeks for check delivery within the US, though it does not take that long time. In rare events, any delay in the delivery of checks is caused by external factors which are out of our control. However, your concern is relatable. We request the customer to let u know once the check is delivered to him.
  
  We are committed to continually improving our services to provide our customers with the best possible experience.    

• Initial Complaint

  10/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have booked the round-trip flight tickets from Hindered, ***** to New York/******, *** on July 8, 2022 for my Father-in-law and Mother-in-law with Indian Eagle agency via their online portal. This itinerary has two Airlines, ***************** My both in-laws arrived in US on July 23, 2022. On their return journey to ********* on Nov 1, 2022, one of the airlines (Indigo) denied boarding for both in *****, ***** flight and quoted the reason that their names are not listed in passengers list. I contacted Indian Eagle and ******* airlines same day and explain the issue. Both denied any help at that moment. With no other choice left, my in-laws bought tickets with Indigo only with their own money. I contacted Indian Eagle to reimburse a portion of the money for the denied flight. They directed me to ******* airlines. I contacted ******* airlines, but they directed me to deal the issue with Indian Eagle agency only due to the reason that the ticket was booked with the agency not directly with the airlines. Since then, I have been contacting Indian Eagle multiple times with no resolution. They are simply putting the blame on airlines and trying to get away.My request to Indian Eagle was to pay me back the equivalent of money for the amount my in-laws paid to Indigo.

  Business response

  10/24/2023

   

  Dear BBB!
  
  The inconvenience that the Travelers have experienced is extremely regrettable. Though this is a very rare occurrence, we take such incidents seriously. Upon receiving the complaint, we have initiated an investigation and are reviewing the events that *** transpired. We are also pursuing the Airlines and coordinating with the Customer to resolve this as quickly as possible. We will keep the Customer up-to-date on any progress. The Customers satisfaction is our top priority.

  Regards

  Indian Eagle Team

  Customer response

  10/25/2023

  Complaint: 20735128
  
  I am rejecting this response because: I have been getting the same response from Indian Eagle agency for the last one year and yet the issue remain at same state. What i still don't understand and not happy at all is that the agency is expecting me to get the ticket money reimbursed by ******* Airlines, though i booked the ticket with the agency, not with the airlines. Despite the fact that my primary contact for the issue is the Agency, I contacted ******* Airlines multiple times and they keep saying that i should settle the issue with the agency rather with Airlines since the ticket was booked with the agency.

  My simple request to Indian Eagle is that why can't you return my money and deal with ******* Airlines as per your business agreements?.  Why you make me suffer for such a long time? 

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

  Business response

  11/03/2023

  Dear BBB,

  Denial of boarding to unaccompanied senior citizens and that too for an absurd reason is a very unfortunate incident that we cant help but condemn. We understand the gravity of the situation and feel genuinely sorry for them. We are trying our best to seek an explanation from ******* Airlines whose codeshare partner, ****** denied boarding on the domestic leg in *****.
  
  The customer is expected to understand that we act as an intermediary between customers and airlines. We facilitated the booking process and got the tickets issued with his in-laws names as per their documents provided to us. The circumstance wherein they were denied onboarding is out of our control and an absolute surprise to us.
  
  We initially guided the customer to contact ******* Airlines, the issuer of the round-trip flight tickets for *** to JFK travel. But the airline redirected him to us. Later, we recommended the customer should register a complaint with the ******************************* (DOT). *** responded to him and said that it may take several weeks to process the complaint. At the same time, we are pursuing the airline and in touch with the customer. Hope the customer will get a resolution sooner or later. 

   

• Initial Complaint

  10/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ###scammers and cheaters : Indian Eagle###We've booked an emergency ticket Trip ID: ********** dated 09/05 to *****. When we booked the ticket; we got an email of the confirmation codes, Trid IDs, and the Total charge of $ ******* but when we looked at the credit card transactions; we were charged a total of $5535.63 which is $255.4 more than what we were emailed. When we called them; their response was that the flight fare had increased which is utterly nonsense and cheating.The reason why we had to go to Indian Eagle was that we were looking for emergency travel(My pops passed away) and booking directly with airlines was taking longer than expected. But the biggest ****** learned is never to deal anything with Indian Eagle and rather deal directly with the airlines.I'm willing to file a complaint against this fraudulent company.

  Business response

  10/19/2023

  Dear BBB, 

  
  Thank you for bringing this to our attention. We apologize for any inconvenience caused to the Customer. We understand the Customer had to book with us due to an emergency travel and we deeply regret the unfortunate circumstances. We communicated the fare change to the customer by email on the same day the ticket was purchased and agreed to honor the original fare by refunding the extra charge amount once the customer provided us the details of the mode of refund. The Customer has already received the extra charge amount and he has verified his bank statement and confirmed the same. We would appreciate if this complaint could be closed as the Customer is satisfied with our explanation. 

  Customer response

  10/26/2023

  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. 
  
  Regards,
  
  *********

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I wanted to reschedule my mother's Air India flight ticket (Trip ID: *********** due to an emergency. I had initially booked the ticket for $1150 and the price on reschedule date which I was requesting was $935 (i.e $215 less than what I originally paid), but Indian Eagle quoted me $450 for the change. I had to finally cancel the ticket since the reschedule charges were too high. For cancellation they charged to $475 which is 41% of the original cost and way high than the original airline cancellation charges. I asked them the explanation and they kept lying that its the airline cancellation charge and $100 is the *** non-refundable taxes (taxes in this case does not make any sense since there's no transaction involved). I had asked multiple times regarding change/cancellation fees while booking and I was always told that its just the airline policy, but now they are charging hidden fees like $100 and what not. This is customer abuse and horrible experience that I want to report. I have been booking flights with them for 4 years, but highly disappointed and feeling cheated this time. Please look into it and refund me the unfair charges that were charged to me.

  Business response

  10/05/2023

   

  Dear BBB, 
  
  Thank you for bring this to our notice. We are writing in response to the complaint Id #******** raised by one of our valued customer ******************************
  
  We are sorry to hear about the confusion related to the modification and cancellation fees. We are aware of the intricacies involved in cancelling the ticket and have provided the customer with a clear explanation of the fare difference and the details of the cancellation charge. We are currently in communication with the customer and are also looking into ways to resolve their issue.

  Customer response

  10/06/2023

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

• Initial Complaint

  09/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello,I booked ticket with Trip ID : RCUONKDW1J and as per flight requirement name rearrangement had to be done and have provided document and airlines did that. Indian Eagle had to do the modification but they said that we can't do. You need to cancel and book it again the ticket even airlines had added comment to modify.As Indian Eagle did not do the changes and asked me cancel the ticket which ended me to book another ticket for more price and with More Layover(Trip Id:Trip ID: ************* would like to get this adjusted in the same flight(Trip ID : RCUONKDW1J ) with the same amount.Please help me on it asap.Thanks,*******

  Business response

  09/21/2023

   

  Dear BBB,
  
  Thank you for bringing this to our attention. I understand how inconvenient it must have been for the Passenger when they were not able to make the requested adjustment to their ticket on the original flight. We would like to extend our sincerest apologies for any miscommunication on the part of the airlines and for any inconvenience this may have caused. We fully understand the passenger's desire to not incur additional costs or travel expenses. However, per Etihad's policy, a name correction beyond three characters does incur additional charges. We are in contact with Mr. ************************* and are working with him to resolve the concern.

  Customer response

  09/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution and they are providing Amazon gift Card to compensate. 
  
  Regards,
  
  *************************

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have booked a reservation using indianeagle with etihad airlines but i was double charged by the airlines for the same exact amount immediately after booking i cancelled my ticket by paying $30 per ticket fee to indianeagle but I received only 1 set of ticket refunded but the the other duplicate charge I havent received any refund.I followed up with Indian eagle for more than a month I didnt get any resolution i call etihad directly they are saying 2 sets of tickets are booked but the 1 set are cancelled and refunded but the other set is voided and i has to talk to the agent for refund of the voided tickets.$5187 is now on my card and no resolution in sight.

  Business response

  08/25/2023

  Dear BBB! The inconvenience that the customer has experienced due to the double charge on his card is extremely regrettable. Though this is a very rare occurrence,we take such incidents seriously. We understand how frustrating this situation could be, and we want to assure you that we are actively working to resolve the issue. Upon receiving the complaint, we initiated an investigation of the technical error that led to the double charge. We are actively liaising with the airline and the payment processor to rectify the error and expediate the refund process. We are doing everything in our power to ensure that the issue is resolved as quicky as possible. We will keep the customer up-to-date on any progress in the refund process. The customers satisfaction is our top priority.        

  Customer response

  08/25/2023

  Complaint: 20482326
  
  I understand that Indian eagle is actively working to resolve the issue. But the end result is that I still don't have a refund issued to my account, I would like to keep this complaint open until a refund is issued to me
  
  Regards,
  
  ***********************

  Business response

  09/05/2023

   

  Dear BBB!
  
  We understand Mr ******* point and appreciate his cooperation with us. We are working hard to ensure that the refund date is communicated as soon as possible. We request him to please allow us time until next wednesday and we will reach out to you with an update.
  
  We deeply regret for the inconvenience caused to him.

  Customer response

  09/05/2023

  Complaint: 20482326
  
  I would like to keep the complaint open until refund is issued
  
  Regards,
  
  ***********************

  Business response

  09/13/2023

   

  Dear BBB, 
  
  Thank you for bringing this to our attention. We are glad that we have found an amicable solution to the situation and have reassured Mr ****** We hope he will be closing the complaint.

  Regards

  IndianEagle Team

*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. ↩