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:02/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  *******************************************

• Initial Complaint

  Date:11/30/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:11/17/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 12/08/2023

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

• Initial Complaint

  Date:11/17/2023

  Type:Sales and Advertising 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.

  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

  Date: 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

  Date:10/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:10/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 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

  Date: 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

  Date:10/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:10/10/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ###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

  Date: 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 Answer

  Date: 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

  Date:09/27/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  *****************************