Business Profile

Travel Services

The Travel Outlet of Virginia, LLC

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Important information

Customer Complaint:
Due to the volume of complaints filed against this business, BBB only publishes the details for 15% of the total complaints filed.

Complaints

This profile includes complaints for The Travel Outlet of Virginia, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

163 total complaints in the last 3 years.
42 complaints closed in the last 12 months.

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Submit a Complaint

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:04/16/2025
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.
On *****************, my husband booked travel to ******, ******** for my 50th birthday with Ovago. The cost of two roundtrip tickets to ****** departing March 21 and returning April 1 was $3,242.02. On the day of our departure, **************** (our connecting airport) was shut down due to a fire at a nearby electric substation. American canceled our flights.That same day, March 21, we contacted Ovago to request a full refund. Ovago representative, "***** *****," assured me that I would receive the FULL refund within 6-7 days. That did NOT happen. On April 1, Ovago representative, "*****," told me that ***************** approved the refund, and we would be refunded soon. This did NOT happen. On April 16, I spoke with Ovago representative, "******," who told me that Ovago is still waiting for the airline to release the refund to them. This is a lie. I verified the refund separately with ***************** through their portal and with a representative via phone. American issued a refund to Ovago for our travel to ****** for $1,910.42 on March 23. I can only assume that the remaining amount ($1,331.60) was for our return flight on ****** that should have been cancelled as we discussed and confirmed with Ovago on March 21. The full roundtrip flight was supposed to be cancelled and then we were supposed to be issued a full refund. If we couldn't get to ******, then we wouldn't be able to take the return flight. I am requesting a FULL refund of $3,242.02 from Ovago immediately.
Business Response
Date: 04/23/2025
Booking reference: OD128B2
Customer Information:
******* *******
***************************************************************************************
Daytime Phone: ************
E-mail: *********************************

To whom it may concern,

Thank you for bringing this matter to OVAGOs attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns.

Upon review, we confirmed that on March 20th, Ms. ******* reached out to our service team seeking assistance with a refund for their tickets, which she claimed had been canceled by the airline due to a major schedule change. On the same day, a request was submitted to our relevant team to obtain approval from the airline. The airline approved the request, and was processed on March 24th, 2025.

Although we are still awaiting the funds from the airline, we decided to address Ms. ********* request promptly. To ensure timely resolution, on the 21st of April 2025, we initiated a refund totaling $3,242.02, comprising $3,160.22 and $81.80, which has been credited back to the original form of payment.

She should see the amount reflected in her account within the next 24 business weeks. In rare cases, the refund might take longer to appear, as this depends on the processing times of the payment processor and the financial institution involved.

We are confident this information addresses the matter at hand.

Best regards,
OVAGO Service Team

Customer Answer
Date: 04/29/2025
I have reviewed the business response and accept this resolution. The details that Ovago provided do not align with the information that I obtained from the airline. The wait for my refund also far exceeded the average industry time, which is unacceptable. Despite these time-consuming and increasingly frustrating interactions with Ovago, I finally received a full refund after over 30 days.
Initial Complaint
Date:04/16/2025
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.
Jan 16, 2025 purchase air travel ticket ************* to ******* ******* $ ****** not able to travel because medical issues, travel insurance that was sold separately $ ***** on 2-21-25. I would need letter from Doctor per Guru Fare. I get this letter from my VA doctor attached and email on March *******. I get email that my claim was approved and I should follow the instruction sent to my email. Upon completing this instruction I receive a Invoice that money will be refunded to card that was used to make purchase. Money never refund on card April 16, 2025 yet!
Business Response
Date: 04/23/2025
Booking reference: F03A904
Customer Information:
**** ********* Ii
*****************************************************
*********************
Daytime Phone: **************
E-mail: **********************************

To whom it may concern,

Thank you for bringing this matter to GURUFAREs attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns.

Upon review, we confirmed that on March 27th, 2025, Mr. ********* reached out to our service team seeking assistance with a ticket refund due to a medical condition, providing a supporting letter from his doctor.

On the same day, a request was submitted to our relevant team to obtain approval from the airline, which was granted on March 29th, 2025. The funds were received from the airline on April 15th, 2025, and a refund of $524.31 was processed back to the original payment method.

He should expect to see the amount reflected in his account within 7 to 20 business days. In rare cases, the refund might take longer to appear, depending on the processing times of the payment processor and the financial institution involved.

We are confident this information addresses the matter at hand.

Best regards,
GURUFARE Service Team
Initial Complaint
Date:04/14/2025
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 booked a multi-leg flight for my family through ***************. Unfortunately, we missed the first leg of our itinerary. When I contacted Underpricer to try to rebook the remaining flights or request a partial refund, I was told that no changes could be made and that the tickets were non-refundable. I was also not given the option to use the remaining legs of the trip, which effectively caused us to lose the entire itinerary.Despite multiple attempts to speak with a representative and resolve the issue, I was consistently told that nothing could be done. The company provided no reasonable assistance, and their customer service was vague, unhelpful, and at times dismissive. It became clear that they were hiding behind rigid terms and conditions instead of trying to work toward a fair solution.This experience resulted in significant financial loss for my family, as well as a great deal of stress and inconvenience. I believe that *************** failed to provide adequate support or service, and I am requesting a full or partial refund for the unused portion of our trip.
Business Response
Date: 04/29/2025
To Whom It May Concern,

Thank you for bringing this matter to our attention. We sincerely appreciate the opportunity to address the concerns raised, as customer satisfaction remains our top priority.
Following a detailed review, we confirm that the affected itinerary involved three passengers: ***** ********* and Lyra (infant), with the following flight segments:

08 Apr: BOS CPH | Flight SK928
09 Apr: CPH ATH | Flight SK777
23 Apr: ATH CPH | Flight SK2778
25 Apr: CPH BOS | Flight SK927
On 08-Apr-2025 at 23:06, one of the passengers contacted our support team regarding a schedule adjustment. At that time, our team actively explored alternative return flight options; however, no seats were available for the following day.
Upon further investigation and confirmation from the airlines communication team, it was established that the tickets for the segments below were under airline control:
09 Apr: CPH ATH | SK777
23 Apr: ATH CPH | SK2778
25 Apr: CPH BOS | SK927
As the tickets were managed directly by the airline, we initiated refund requests for the unused segments to ensure the customer receives the appropriate assistance. The request was submitted via our internal airline communications channel.
Please note that the waiver and refund process depends on the airlines response timeline. As of now, we are still awaiting a final confirmation and refund from the airline. Our team continues to follow up diligently and sent the most recent inquiry earlier today.

We understand the inconvenience this situation has caused and assure you that we are working to bring it to a resolution as swiftly as possible. We will promptly notify the customer once we receive the airlines decision and refund confirmation.

Thank you for your time and understanding. Should you have any questions or need further assistance, please do not hesitate to contact us.
Customer Answer
Date: 04/30/2025
To Whom It May Concern,

Thank you for your response and for outlining the actions taken so far. However, I want to express my continued frustration and disappointment with how this situation has been handled.

While I appreciate that you have initiated refund requests and are waiting on the airlines final response, Im deeply concerned by the conflicting information I received throughout this process. At various points, I was told by your customer service team that certain flight segments were not under your control, only to be later informed by the airline that they were. This lack of clear, consistent communication made an already stressful and costly travel disruption even more confusing and difficult to manage.

To date, I have not received any refunds for the unused flights, despite repeated efforts to resolve the matter through both your company and the airline. Given the extended delay and contradictory explanations, I feel this situation warrants more proactive follow-up and accountability from your team.

I respectfully request:

A detailed timeline of when refund requests were submitted to the airline, including documentation if available.
An estimated timeline for when a resolution can be expected, or a specific date by which I should follow up.
Clarification on which party is ultimately responsible for refunding these tickets.

I look forward to a timely and transparent resolution.

Sincerely,
**** *******
Business Response
Date: 05/05/2025
To Whom it may concern,

Thank you for your response and for sharing your continued concerns. We truly understand your frustration, and we want to assure you that we are equally committed to resolving this matter as promptly and thoroughly as possible. We remain in active communication with the airline regarding the refund for your unused flights and are currently awaiting a final update on the exact amount eligible for reimbursement. Once we receive this information, we will ensure it is communicated to you without delay.

Additionally, we would like to bring to your attention that a chargeback dispute has been filed for the ticket in question. In order for us to proceed efficiently with the refund once it becomes available, we kindly request a copy of the chargeback closure letter. This documentation is essential to avoid any overlap or complications, as having both a chargeback and a refund request in process may prolong the resolution unnecessarily.

We appreciate your patience and cooperation, and we will continue to advocate for a timely resolution on your behalf. Please feel free to reach out with any further questions or updates.
Customer Answer
Date: 05/05/2025
To Whom It May Concern,

Thank you for your response. I appreciate your continued communication and efforts to resolve this issue.

At this time, I have not received a refund for the unused flights, and the delay in reimbursementdespite multiple follow-upshas been highly frustrating. I understand that youre waiting on final confirmation from the airline, but this trip was canceled several months ago, and I believe the time frame for resolution has already been unreasonably extended.

Regarding the chargeback: I am currently in communication with my credit card company and will provide the closure letter as requested once the chargeback process has been finalized. That said, I do not feel it should delay the refund further, especially if the airline has already issued funds to your agency or confirmed eligibility.

I ask that you continue pressing the airline for resolution and that you initiate the refund immediately upon receipt of any eligible amount. I would also appreciate a timeline estimate for when you expect to hear back from the airline, as transparency at this stage is important.

Thank you again for your attention to this matter. I look forward to a prompt and fair resolution.

Sincerely,
**** *******
Initial Complaint
Date:04/13/2025
Type:Service or Repair 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 attempted to book a flight through ovago.com. The price quoted for the flight was $1581. I went through the process to book it and then it said it was processing. Later I received an emailing saying the price increased by about $100. I spoke with an agent and he said that this was the current price. I accepted the new price and again it said it was processing. Then, days later I got a call saying the price was now $2400. This is when I said I would not accept this price that was nearly $1000 more than my first price. It is completely a bait and switch business model and the prices are all falsely advertised. I am frustrated that it took so long (several days) for them to finally go through the processing and let me know they could not confirm the first two prices. By this point flights had gone up, but if they had initially just told me they couldn't get any of the advertised prices I could have gone with a cheaper option from other airlines. Now all the flights are increased. I sent hours and on the phone with agents over several days. I am requesting $2400 for the damages and time caused as this is the increased price I will now have to pay on account of their bait and switch practices.
Business Response
Date: 04/20/2025
To Whom It May Concern,

Thank you for the opportunity to address this matter. We take all customer concerns seriously and are grateful for the chance to provide clarity regarding this case.

After a detailed review of our records, we would like to confirm the following regarding Ms. ******* ***** Maiellos attempted booking:
On April 10, 2025, the customer initiated two separate booking attempts under Order #********* and Order #********* for the following itinerary:
Outbound: JFK * *** on June 20, 2025
Return: *** * SFO on July 22, 2025

During the booking process, the fare increased for one of the passengers before the transaction could be completed. As a result, the customer opted not to proceed, and the ticket status remained rejected, indicating the booking was not finalized or accepted.
As a third-party travel agency, we operate in real-time with live airline inventory. Ticket prices are managed dynamically by airlines and may fluctuate due to demand, seat availability, and airline pricing strategies. While these changes are beyond our control, our team made every effort to assist Ms. ******* by providing available alternatives at the time.

We sincerely understand how unexpected fare increases can be frustrating. It is important to note that airfare is only guaranteed at the time of payment. In this instance, the price change occurred before confirmation, and therefore no ticket was issued, no booking was finalized, and no charges were applied to the customers account.

We appreciate your time and attention to this matter. Should any further information be required, we would be happy to provide additional documentation or clarification.
Customer Answer
Date: 04/22/2025
I am rejecting this response because: They have not rectified the situation in any way and are falsely advertising prices that do not exist.
Business Response
Date: 04/23/2025
To Whom It May Concern,

Thank you for the opportunity to address the concerns raised in this complaint.
We understand the customer's frustration regarding the discrepancy in airfare pricing at the time of booking. However, we would like to clarify that airline fares are dynamic and subject to real-time fluctuations driven by demand, availability, and airline-controlled pricing algorithms.
When a customer selects a fare through a third-party booking platform, such as ours, there is a brief delay before the booking is confirmed with the airline. During this time, it is possible for the airline to adjust the fare. If this occurs before the ticket is issued, the system will return with the updated fare for the customers confirmation.

Important Points for *********************************************start="1092" data-end="1095"> Airfares are not static and can change by the minute. The pricing seen at the time of selection may not always be the fare available at the time of final confirmation.
Fare ****************************start="1298" data-end="1301"> Airlines divide seats into different pricing categories or fare buckets (e.g., Q, L, T class). If a lower fare bucket sells out during the booking process, the system automatically moves to the next available tier, which may be higher in price.

Delayed *********************start="1579" data-end="1582"> Most third-party booking systems, including ours, do not lock a fare until the payment is processed and the ticket is issued. In this case, no ticket was finalized, and no payment was collected from the customer.

We would like to emphasize that at no point was the customer charged for a fare they did not agree to. While we understand the disappointment that can come from seeing a price increase, we assure both the customer and the ******************** that this is a common occurrence in the travel industry and is not the result of false advertising.

We remain committed to transparency and customer satisfaction and are available to assist the customer with any further questions or future travel needs.
Initial Complaint
Date:04/07/2025
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.
We purchased two tickets to ******, ***** through Ovago.com on January 15, 2025, with order number *********. However, when we arrived at *** on March 27, 2025, to board the flight, we were informed by *************** that we could not board because our reservation did not include passport numbers.We immediately contacted OVAGO support specialist, Suvi, at ************ to resolve this issue. Unfortunately, Suvi was unable to add the required passport numbers, as she believed they were not necessary for the reservation. We even arranged for Suvi to speak directly with the *************** manager, but the issue remained unresolved, and we were ultimately denied boarding.This situation completely ruined our trip, forcing us to purchase new tickets and alter our travel plans at a significantly higher cost. Despite this, we have been requesting a full refund from Ovago for over a week and have yet to receive it.The issue between Ovago and *************** has no connection to us as customers, and we firmly believe this matter should be resolved immediately.
Business Response
Date: 04/18/2025
To whom it may concern,

Thank you for bringing this matter to our attention. We appreciate the opportunity to respond regarding the customers concern involving a denied boarding situation and subsequent refund request.
The traveler booked a roundtrip reservation from *********** to ****** through our website on January 16, 2025. As this was an online booking, it is the travelers responsibility to ensure that all required travel documents, including accurate passport information, are valid and provided in accordance with airline and international travel regulations.
On March 27, 2025, the traveler contacted our support team from the airport, informing us that the airline had denied boarding due to missing passport information in the reservation. Our service representative made an immediate attempt to modify the booking through the airlines website; however, changes were no longer permitted since the flight departure was within 24 hours. Despite further efforts to speak with the airline representative directly over the phone, we were unable to make any modifications at that point.
In response to the travelers follow-up request to exchange the ticket for a new date on March 30, 2025, our team promptly submitted an exchange request to the airline on their behalf. We clearly advised the traveler that this request was subject to the airlines approval and that additional charges could apply. Subsequently, the traveler opted to proceed with a refund request instead.
We have submitted a follow-up to the airline regarding the refund and are continuing to monitor the case. Our team has been keeping the traveler informed with timely updates and will provide further communication as soon as we receive a resolution from the airline.
We remain committed to assisting the traveler and ensuring that the matter is handled with care and in accordance with the airline's policies.

Sincerely,
Ovago Service Team
Customer Answer
Date: 04/22/2025
Yes, this was an online booking. However, Ovago does not require passport numbers when purchasing tickets, as there is no field for entering such information during the booking process. If passport numbers were mandatory, Ovago should not issue tickets without them.
As stated in my complaint, Ovago specialist Suvi did not believe that a passport number was required for the ticket. Furthermore, as seen in the attached email thread, Ovagos support team denied my refund request on the grounds that we had missed the flight. However, I have provided substantial evidence to prove otherwise, including an LAX parking ticket and records of phone calls with Suvi on March 27. It is unacceptable that ************** team has irresponsibly rejected my request while misrepresenting the facts.
Ultimately, since we purchased these tickets through Ovago and were subsequently unable to board the flight, Ovago bears full responsibility for issuing a refund. I kindly request that Ovago process our refund immediately, without further delay.

Customer Answer
Date: 04/22/2025
I am rejecting this response because:
Yes, this was an online booking. However, Ovago does not require passport numbers when purchasing tickets, as there is no field for entering such information during the booking process. If passport numbers were mandatory, Ovago should not issue tickets without them.
As stated in my complaint, Ovago specialist Suvi did not believe that a passport number was required for the ticket. Furthermore, as seen in the attached email thread, Ovagos support team denied my refund request on the grounds that we had missed the flight. However, I have provided substantial evidence to prove otherwise, including an LAX parking ticket and records of phone calls with Suvi on March 27. It is unacceptable that ************** team has irresponsibly rejected my request while misrepresenting the facts.
Ultimately, since we purchased these tickets through Ovago and were subsequently unable to board the flight, Ovago bears full responsibility for issuing a refund. I kindly request that Ovago process our refund immediately, without further delay.
Business Response
Date: 04/29/2025
To whom it may concern,

Thank you for bringing this matter to our attention. We appreciate the opportunity to clarify the situation regarding the traveler's denied boarding and refund request.
While it is important to note that our website does not require passport details at the time of booking, we always advise that the passenger's information entered during the reservation process must exactly match the identification document (e.g., passport) they intend to travel with. This includes ensuring that the full name, spelling, and order of names align with the official ID, as required by airlines for international travel.
That said, we understand the traveler's frustration and have taken steps to assist. We have submitted a request to the airline seeking clarification on the exact reason for the denied boarding on the date of travel. Additionally, we have submitted a formal refund request on behalf of the passenger, citing the circumstances.
As of now, we are awaiting the airline's response. The traveler has been kept informed throughout the process and will continue to receive updates as soon as we receive any new information.
Please let us know if further documentation is needed. We remain committed to assisting the traveler and resolving this matter as promptly and fairly as possible.

Sincerely,
Ovago Service Team

Customer Answer
Date: 05/05/2025
Dear Ovago Team,
I am extremely disappointed that your response fails to clarify the situation and instead misrepresents the facts once again. You stated, we always advise that the passenger's information entered during the reservation process must exactly match the identification document (e.g., passport) they intend to travel with. However, this statement is misleading.
We were denied boarding by the airline because our reservation did not include our passport numbersan issue caused solely by the fact that your booking system does not require passport details at the time of purchase, as you have acknowledged. If passport numbers are indeed mandatory for international travel, there are no fields where your system allows customers to enter them, as demonstrated in the attached screenshots of your booking process.
As I have repeatedly stated, if passport numbers were a necessary requirement, Ovago should not have issued tickets without them. The fact remains that Ovago sold us invalid tickets that did not meet the airline's requirements. Therefore, Ovago bears full responsibility for this mistake and should issue a full refund immediately, rather than deferring to the airlines response.
I expect this matter to be resolved promptly and appreciate your immediate attention to processing the refund.
Sincerely,
Bill
Customer Answer
Date: 05/06/2025
I am rejecting this response because:
Dear Ovago Team,
I am extremely disappointed that your response fails to clarify the situation and instead misrepresents the facts once again. You stated, we always advise that the passenger's information entered during the reservation process must exactly match the identification document (e.g., passport) they intend to travel with. However, this statement is misleading.
We were denied boarding by the airline because our reservation did not include our passport numbersan issue caused solely by the fact that your booking system does not require passport details at the time of purchase, as you have acknowledged. If passport numbers are indeed mandatory for international travel, there are no fields where your system allows customers to enter them, as demonstrated in the attached screenshots of your booking process.
As I have repeatedly stated, if passport numbers were a necessary requirement, Ovago should not have issued tickets without them. The fact remains that Ovago sold us invalid tickets that did not meet the airline's requirements. Therefore, Ovago bears full responsibility for this mistake and should issue a full refund immediately, rather than deferring to the airlines response.
I expect this matter to be resolved promptly and appreciate your immediate attention to processing the refund.
Sincerely,
Bill
Initial Complaint
Date:03/31/2025
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.
Your ticketing department has issued the tickets incorrectly. We booked tickets that included -- 1 personal item, 1 large carry on, and 1 checked bag -- per person. OVAGO has incorrectly issued the tickets with only personal item + checked bag, but no carry on. There must have been a system issue when generating the tickets. Per the airline, there is an extra cost of $29USD/person for carry-on baggage. I have verified with multiple representatives at ******** that OVAGO issued the tickets WITHOUT carry-on baggage. Per the airline’s GDS support team: The G3 tariff was purchased, which includes only 1 personal item, 1 checked luggage per person (no large cabin bag or carry-on). See attached documentation. Please correct this immediately, or I will have my credit card company file a fraud case against OVAGO and **** (chat sales rep) for cheating me. I suggest you involve your corporate team right away.
Business Response
Date: 04/02/2025
******* *****
**** ****** ***
***** ****, TX *****
Daytime Phone: ***** ********
E-mail: ******************

To Whom It May Concern,
Thank you for bringing this matter to our attention, as it gives us the opportunity to review the case. Upon further review, we found that this complaint is related to BBB complaint #********. We’re pleased to confirm that the carry-on has been added to the reservation. With this, you may consider the case resolved.

If you have any further questions, please do not hesitate to reach out.

Thank you,
Ovago Team
Customer Answer
Date: 04/02/2025
I am rejecting this response because:
This is NOT related to the other case. This is a completely separate issue, regarding reservation ID ********* / ******** *** ******. Please escalate this to your corporate office, or a fraud case will be initiated against OVAGO.
Again, this is a separate case for a separate booking with a DIFFERENT airline.
Business Response
Date: 04/02/2025
******* *****
**** ****** ***
***** ****, TX *****
Daytime Phone: ***** ********
E-mail: ******************

To Whom It May Concern,
Our records show that the client contacted us regarding the included carry-on in their reservation from ***** to ****. We understand that there may have been contradictory information, and for this reason, we reached out to the airline to verify the flight inclusions. According to the carrier, this booking does include a carry-on. Furthermore, the passenger was advised to keep the receipts in case they are charged by the airline at the airport.
This information was also shared with the passenger’s registered email address. We trust that this explanation addresses the matter at hand. If you have any further questions, please do not hesitate to reach out.
Thank you,
Ovago Team
Customer Answer
Date: 04/02/2025
I am rejecting this response because:
I have reached out to multiple departments at ******** myself, and confirmed OVAGO issued tickets under the G3 tariff with no carry on luggage included. Please escalate this matter to your corporate office in the United States. According to ********, the tickets include 1 checked bag + 1 personal item, but no carry on. The additional charge to pay for carry ons in this booking is between $22 and $29 USD per person. Would you, at OVAGO, prefer I initiate a fraud case with my credit card company against you instead? I suggest you contact the airline again and correct this error immediately.
Initial Complaint
Date:03/01/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I came across avago and gurufare on ********* when looking for tickets. When i purchased tickets **** said it was pending 1630$ and confirmed it multiple times it will be all set. I paid and checked out. Few hours later i get email from her price went up 100$. I call and get on hold for 40 min customer service rep ******* said i see here tickets arent available 1698$ and my process is still pending. Avago and gurufare is doing this to customer and also ask for tips for their terrible service. They are running a scam and would like people to know.
Business Response
Date: 03/05/2025
To Whom It May Concern,

Thank you for bringing this matter to our attention. We truly appreciate the opportunity to address your concerns, as customer satisfaction remains our top priority.

After a thorough review, we confirm that the customer, *****, Awara, attempted to book a ticket on March 1, 2025, under Order #********* and Order #*********. However, in both cases, the customer did not proceed with the purchase due to a price increase for one passenger.

The attempted itinerary included the following multi-destination route:

BOS EBL | March 29, 2025
EBL SKP | April 10, 2025
SKP BOS | April 14, 2025
BOS SKP | July 15, 2025

As a third-party travel agency, we work with live airline inventory, meaning ticket prices fluctuate in real time based on airline policies, seat availability, and demand. While we do not have control over these changes, our team made every effort to assist the customer in finding suitable alternatives.

We understand that unexpected price increases can be frustrating. Airfare is dynamically managed by airlines and can change frequently due to various factors. Prices are only confirmed at the time of payment, and unfortunately, the fare adjustment occurred before the booking could be completed.

Ultimately, the customer decided not to proceed with the booking and requested a refund. We would like to clarify that no ticket was issued, no booking was confirmed, and no charge was made.

We appreciate your time in reviewing this matter. Should you require any further information or assistance, please do not hesitate to reach out.
Initial Complaint
Date:02/07/2025
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.
We purchased round trip flight tickets from this company in the summer of 2024 for a trip in December. A week before our trip, we were informed that part of the itinerary was canceled and were given the option to replace that flight with an alternative or get a full refund. After a ton of back and forth, the trip was ultimately canceled all together and we have yet to receive our refund of ~$3000. I have called hundreds of times and have been transferred around and lied to and told a supervisor will call me back in 24 hours, only to have nothing come of it. It has been 3 months of attempting to get our money back with no luck.
Business Response
Date: 02/16/2025
To Whom it may concern,

Thank you for bringing this matter to our attention. We truly appreciate the opportunity to address your concerns, as customer satisfaction remains our top priority.

After conducting a thorough review, we confirm that the customer booked a round-trip ticket under Order Number 135698100 for two passengers:

****** ******* **** ******* Altholoth
Aya ******* ***

Their itinerary was scheduled from DFW to DOH, departing on December 13, 2024, and returning on December 27, 2024. In November 2024, the outbound flight was affected by an airline-initiated schedule change. While we, as a third-party travel agency, do not have control over such changes, our team made every effort to assist the customer in finding suitable alternatives.

We understand that unexpected changes can be frustrating, and we empathize with the inconvenience this has caused. Our team worked diligently to explore all available rebooking options, aligning with the customers preferences. Unfortunately, the options provided by the airline did not meet their needs. We also explored fresh ticketing possibilities with other airlines, but the pricing was not within the customers expectations.

As a result, the customer opted to cancel their booking and requested a full refund, including baggage fees. Our team promptly submitted the refund request, and we are currently awaiting the airlines release of funds. As soon as the airline processes the refund, we will ensure that it is credited to the customers account immediately. We have communicated this status update to the customer and will continue to provide any necessary follow-ups.

We sincerely appreciate your patience and understanding as we work through this process. Should you have any further questions or require additional assistance, please do not hesitate to reach out.

Customer Answer
Date: 02/20/2025
I am rejecting this response because: this business is not trustworthy nor truthful. The airline did cancel the initial ticket due to a pilot strike, and after many calls with the travel agency, we were not given any suitable options at ALL. One option presented to us as an alternative flight was supposedly sent to the airline for approval and never approved. After significant frustrations dealing with Ovago and being told lies, I directly contacted the airline to find that they were immediately able to resolve my issue within less than 30 minutes. They also informed me that an alternative flight was never requested by the travel agency. We were booked on a replacement flight with the airline that Ovago then turned around and canceled less than 24 hours later. At that point the airline said they no longer have any control over the tickets, including the funds and said that everything needed to be handled with the travel agency directly. The airline has confirmed to me on 3 different occasions that they have no control over the itinerary or funds. Yet they have been the scapegoat of this mess for months. Anytime we get a hold of someone from customer service, they say they are awaiting a response from the airline. I have personally called Ovago 40+ times (not to include my husbands calls) to attempt to seek a resolution and I am either told that I need to speak to a manger (who is never available and will call you back in 24 hours) or that my complaint is being escalated. After finally reaching a manager ****** told me that I can expect a full refund in my account on 12/17. This was only after I pressured him because he was also telling me incorrect information. He stated that the airlines had approved the refund weeks ago and that it takes approximately 4-6 weeks to process a refund. That is when he gave me a date of 12/17 for a full refund to be in my account. I have not been able to get a hold of him since and have even had customer service **** hang up the line while I waited to attempt talking to him or someone of a higher ranking. This company has done nothing but lie since this whole thing started and they continue to do so. We have been waiting for months now for our money and they are using the same excuse each time. This is unacceptable and we expect a refund ASAP. I have also attached complaints from other customers who have been dealing with Ovagos problems. I unfortunately did not come across these until it was too late and I was looking into why this was getting so messy. A simple internet search showed plenty of dissatisfied customers who have dealt with similar situations. This company should not be in business dealing with customers, especially with something as sensitive as travel and planning.
Customer Answer
Date: 02/20/2025
Ovago has a track record of this behavior. After looking them up online, I have found countless reviews from others who have had the same if not similar experiences. I have attached them here for review. This business should be listed as a scam.
Business Response
Date: 02/25/2025
To Whom it may concern,

We understand that your recent experience may have been frustrating, and we sincerely apologize for any inconvenience this may have caused. Please know that your concerns are of the utmost importance to us, and we remain fully committed to resolving this matter.

Regarding the refund, we want to highlight that the baggage fees of $90.00 were refunded on February 19, 2025. Additionally, we are currently awaiting the airlines release of funds for the ticket amount. We recently sent another follow-up to expedite this process and will ensure that the refund is credited to the customers account as soon as the airline processes it.

Please rest assured that our team is working on each concern based on the customers needs while aligning with airline protocols and policies. We sincerely appreciate your patience and understanding as we work through this process. Should you have any further questions or require additional assistance, please do not hesitate to reach out.
Initial Complaint
Date:02/03/2025
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.
Booked a flight around 8:00 PM on February 2, 2025.The next morning realized, after discussing with family, that the long layover times and logistics wouldn't work and decided to cancel and ask for a refund as I was under the impression that this was an option within a 24 hour time period of the original booking.Spend most of the day arguing on the phone with Ovago representatives who told me that I was no longer eligible for the refund first because my "24 hour window actually expired at midnight the night before" (about 4 actual hours after the original booking and then later told me that the reason for the rejection was because I live in *******I also submitted an online refund request around 3:00 PM, which was also quickly rejected.I was told that I would have to pay a fee for any cancellation which would see me get back about $3100, which is a massive loss to sustain only hours after booking and changing my mind.This is an unethical and borderline scam operation that rips off customers under the guise of policy loopholes. Can you please help us to obtain a refund and hold Ovago accountable. Thank you very much
Business Response
Date: 02/06/2025
Booking reference: O74A303

Customer Information:
******** *****
*******************************************************************************************************
Daytime Phone: **************
E-mail: *********************************

To whom it may concern,

Thank you for bringing this matter to OVAGOs attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns.

Upon review, we confirmed that Mr. ******** booked a roundtrip flight online for two passengers, departing on April 5th, 2025, from ****** (YXU) to ******* (TAG), with a return on April 19th.

The following day, Mr. ******** contacted our service team requesting an option to change the flight due to a 15-hour layover on one of their connecting flights.

In response to the request, our service team searched for alternative flights but could not find any options with a shorter layover than the one in the current itinerary. Consequently, three options were presented to Mr. ******************* Receive 100% of the booking value as a future flight credit upon cancellation, which can be applied to the same airline. This flight credit is valid up until 01 February 2026, and passengers need to complete their flight on or before that date. Fare difference and applicable fees still apply upon using the flight credit.

2. Opt for a refund of 80% of the booking value due to the "Cancel For Any Reason" product added to the reservation.

3. Keep the reservation as it is.

As a result, Mr. ******** decided to retain the current itinerary and proceed with the tickets they have. To express our appreciation for his understanding, a $100 travel voucher has been offered for his future booking.

It's important to note that, according to the **************************** policy, travel agencies are not required to issue a refund within 24 hours for reservations that have not been impacted by any involuntary changes.

We are confident this information addresses the matter at hand.

Best regards,
OVAGO Service Team
Customer Answer
Date: 02/06/2025
Hello,

This matter has been resolved and I would like to formally withdraw my complaint.

Thank you for your help

sent 2/5/25
Initial Complaint
Date:01/24/2025
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 round trip tickets from ********* ** to ************ ** for me and my wife. The flight schedule was delayed twice: once by 2 hours and the second by 4 hours. The total delay of 6 hours created 10 hour layover in LA to go to *********. I contacted OVAGO.com representative and they refused to refund saying that airline (******) declined to cancel and I contacted ****** and ****** said it's up to the travel agent. I tried to cancel only LA to ********* flight as OVAGO.com web site also said I am entitled to a partial refund. I contacted again OVAGO but I was told that it is not possible as the ticket belongs the one flight. ***** needs to refund the whole amount.
Business Response
Date: 02/05/2025
Booking reference: OC0C4D8

Customer Information:
****** ****
********************************************>*******************
Daytime Phone: ***********
E-mail: ******************************

To whom it may concern,

Thank you for bringing this matter to OVAGOs attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns.

Upon review, we confirmed that Mr. **** reached out to our service team requesting a full refund due to an involuntary change made by *************** to their departure and arrival times. Following his request, our relevant team contacted the airline for approval.

However, *************** has confirmed that the time changes in their reservation do not meet their criteria for a full refund. Therefore, the refund will be processed according to the fare rules associated with your booking, entitling to a refund of $6,968.60 per passenger.

Mr. **** chose to proceed with the cancellation of the seats as per fare rules, resulting in a total refund of $13,937.20 for two passengers. This amount will be processed as soon as we receive confirmation from our Accounting Team that the funds have been received from the airline. The customer was informed of the same.

We are confident this information addresses the matter at hand.

Best regards,
OVAGO Service Team

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The Travel Outlet of Virginia, LLC is NOT a BBB Accredited Business.