Business Profile

Travel Services

The Travel Outlet of Virginia, LLC

This business is NOT BBB Accredited.

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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

164 total complaints in the last 3 years.
41 complaints closed in the last 12 months.

If you've experienced an issue

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:09/18/2023
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 2/2/23 I booked 2 business class tickets on Swissair for a flight from *** on 3/20 to TLV and return to *** on 5/10/23. Unfortunately Shortly after booking We had to cancel. I reached out to the airlines but since I booked with a third they were the ones I had to speak with. I have a transcript of my emails with ****** starting on 2/10/23 where I had to cancel and book a different flight. I even gave him the information of what I wanted to switch to ( outbound on Lufthansa and return on Swiss)and he replied yes, I will be able to change it After those emails we then spoke numerous times about flights. Please understand my complaint is not with ******. He was very nice and tried to be helpful. After numerous exchanges I was told that I could not get a refund, or a voucher,AND I had to book same airline, same itinerary so could not start in *** and return from ***. My understanding was it also could only be a Swissair flight. This offer was good until 2/1/24. I believe the information on their website is not clear about this policy and their own agent said he could book a Lufthansa not Swissair. I would like a refund of what I paid. I understand there may be a cancellation fee from Swissair. Incidentally, I am now dealing with this in September because I have been trying to see if I could comply with these rules until I looked back into the policy again. Thank you
Business Response
Date: 10/13/2023
To whom it may concern,

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

Review confirms cancellation for the business class tickets for voluntary reasons. The customer was informed that as per the fare rule of the ticket purchased it is non-refundable. The passenger wanted to book a different flight and sent us the information on having the outbound flight with Lufthansa and returning flight with Swiss. However, the flight they have provided doesnt align with the rebooking conditions set by the issuing airline, in this case Swiss. They were advised that it can be rebooked to a different airline (Star Alliance partner) as long as it has a codeshare flight with Swiss.

Assistance was provided by the service team for the rebooking of flights. But the specific date the customer wants the departure is not available due to limited availability. Multiple dates had been checked but all flight availability that were left were having long layovers, in which the customer didnt want.

Currently, ************************* are still able to rebook the tickets anytime. They were already informed that the ticket is non-refundable, hence the only option is a credit in which they can use for another travel arrangement. It is important to note that the rebooking should be for the same passengers, same route, and same airline The ticket is valid for travel to be completed on or before 01 February ****. For that reason, we advised the customer to reach us with the new ********************** dates when she will be ready to book.

We are confident this information addresses the matter at hand.

Best regards,
********* Service Team
Customer Answer
Date: 10/16/2023
I am rejecting this response because: I feel they they are not working with me at all. After numerous phone calls we are still at the position that was already given as a matter of fact, we found a Swiss/ Lufthansa (code share) flight that is $2,000 more than the original tickets. ******************* is not offering to try and secure a lower price. After all, they advertise that they can secure discounted business class fares. The price they are charging is the same price offered directly from Swiss. Where is the discount that is the basis of their agency discounted fares. If Swiss has the money not ******************* then why am I dealing with them at all?
Business Response
Date: 10/18/2023
To whom it may concern,

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

Review confirms rebooking attempt with the allocated credit. The customer provided the details for his preferred flight In response, our service team looked up the information provided and had informed the customer of the difference in fare. Initially, the passenger was under the impression that the rebooking of tickets is going to be for equal exchange. Unfortunately, in order for the rebooking to take place, the difference between the new fare and the old one has to be collected as per fare rules. After the fare difference was quoted to the customer he told us that he saw the fare much lower directly with the Swiss Airlines website.

Allow me to inform you that airlines would advertise lower rates on their website so that the customer will book directly to them. In such cases, we would not be able to match the fare advertised by the airline due to an agreement between the airline and **********.

Since the traveler couldnt come to a mutual agreement of paying the current difference in fare, no rebooking was made. Should the customer wish to rebook by paying the required additional cost, the tickets will be issued and sent to the passengers email address.

We are confident this information addresses the matter at hand.

Best regards,
********* Service Team.
Customer Answer
Date: 10/22/2023
I am rejecting this response because: I finally accepted the fact that I have to pay difference in fare for rebooking this ticket and found flights accordingly. When I went to book them I was told to call a different department. I now got an email from ******* of customer care, someone who has never been involved, that there is no record of our cancellation and we were marked a no show. Wow this is unbelievable. All along the response was I had to accept the limitations of rebooking which they were willing to do for me. Now that I wish to comply ******************* added a new never spoken of wrinkle. This sure sounds like they are trying something underhanded. Look at ******************* communication on 10/13 that review confirms cancellation of the business class tickets for voluntary reasons
Business Response
Date: 11/09/2023
We are sorry of the difficulties; however, the limitations are specifically there due to the no-show remark.
We would like to remind the client that based on the chain of communication, the travelers wanted a refund or a credit starting February of 2023. In response, our service team communicated that a future credit cannot be granted since all the changes had to be done before the departure date scheduled on the issued ticket, in this instance, before March 21st, 2023. Otherwise, the ticket will have no value. Our agents outlined several times the terms and conditions of rebooking and the information was acknowledged by the passengers.
While checking all the records, starting February 15th, there was no request for cancellation or for exchange from the client's side. As a result, the reservation was marked as a no-show, and it requires carrier approval and hence all of the imposed limitations of the ticket. It is an exception for rebooking. If the complainants believe otherwise, we invite them to provide us with proof of cancellation or with any request that was done before the original travel date noted on the ticket. Otherwise, the findings concerning the possibilities of the booking remains valid and from our end assistance was being provided accordingly. Our team understands the frustrations, but it is important to keep in mind that we act based on the airline's policies and ticket fare rules.
We would like to inform the Better Business Bureau that our team has fully assisted the passenger and the ticket was reissued for the new travel dates. The applicable fare difference and penalties were collected, and the new ticket numbers were sent to the customer's billing email address on record. Flights are valid confirmed and scheduled to depart.
Shall the passengers seek any further assistance, we will be ready to assist.
With respect,
********* TEAM

Business Response
Date: 11/24/2023
To whom it may concern,

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

As per the customers request, we would like to confirm that we addressed the matter and processed the exchange request of the customer on November 2nd, 2022. The funds will be credited back to the original form of payment within the next 5-7 business days. The customer was informed and the new ticket information was shared in written form.

We are confident this information addresses the matter at hand.

Best regards,
********* Service Team.
Customer Answer
Date: 12/11/2023
******************* did not return my original $6300 amount but stated that I could only use that money towards a new ticket at the highest booking fee for the same route. Round trip ******** to ******** by February, ****. I decided to spend another approximately $3000 and booked a new flight. *** 1/1/24 to *** and return on 1/23/24. They responded to you that they returned my money which is a blatant untruth!! Now the issue is complicated even further. When I made the last reservation I was told if Swiss does not resume flights to ****** I will get ALL of my money refunded. It is 3 weeks before the scheduled flight and I have heard nothing from ********* and Swiss has not resumed flights. I must fly those dates for personal reasons and if Swiss cancels I must rebook with Another airline. I cannot seem to be done with this corrupt agency and I am owed a lot of money!!
Business Response
Date: 12/21/2023
To whom it may concern,

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

Review confirmed an involuntary cancellation of flights due to suspension of travel to and from ****** by Swiss. As the customer preferred to depart on the original date booked, assistance was provided by the service team, however, there were no flights available and being offered as Swiss will resume their flights on 08 Jan. *** to that reason, a refund was offered as the last option.

As per the customers request, we would like to confirm that we addressed the matter and processed the refund in the amount of $6363.74 on December 21st, 2023. The funds will be credited back to the original form of payment within the next 5-7 business days. The customer was informed and acknowledged the information in written form.

We are confident this information addresses the matter at hand.

Best regards,
********* Service Team.
Customer Answer
Date: 12/23/2023
I am rejecting this response because: I know that you are returning my initial ticket amount of approximately $6300 but when I had to use that ticket or lose it I booked a flight and spent approximately $3,000 more. Where is that refund? You have not addressed that at all in all these conversations.
Business Response
Date: 12/26/2023
We are sorry for the difficulties; however, we would like to provide clarification on the fare difference and refund option.

We would like to remind the client that, initially the reservation was marked as a no-show as there was no request for cancellation or exchange from the customers end before the original departure date. As the tickets were tagged as a no-show, it requires carriers approval to use tickets for another flight. Fortunately, authorization was given by the airline to have the tickets reissued for new travel dates as an exemption.

We would like to confirm that our team has fully assisted the passenger and the ticket was reissued for the new travel dates with the applicable fare difference and penalties being collected, and the new ticket information was sent to the customer's email address.
As outlined in voluntary exchange policy, the fare difference for the exchange paid is non-refundable. Therefore, the amount collected to the customer will remain non-refundable as it represents the fare adjustment for the exchanged ticket.

Moreover, we would like to bring your attention that the refund option extended to the traveler is granted as an exception and due to the Swiss flight suspension of travel to and from ******. Therefore, we would like to note that we act based on the airline's policies and ticket fare rules.

With respect,
********* Service Team
Initial Complaint
Date:09/06/2023
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 made an airline reservation through this website. The ticket number is UNDEF80747. There is one spelling error with the name of one passenger's first name. "********" was mis-spelled as "********". I called the airline and they said the ticket involves two airlines so the correction request has to be submitted by the booking agency. I contact Underpricer and their chat support staff asked me to upload the passport of the passenger but later they emailed me to say the airline said the name correction was not possible and I should go to the airport on the travel day to correct it. I don't think the answer is responsible and the airline also said it is not wise since the airline staff may not let get on board due to the name discrepancy between the ticket and the passport. The airline that holds the ticket (Cathay Pacific) confirmed with me they think the booking agency can make the name correction from their end. I am willing to pay for the correction fee of $50 but Underpricer is not willing to proceeding with helping me get the ticket correct. They asked me to take the risk of correcting it at the airport on the travel day. I don't think that is acceptable. I want them to remedy the situation by correcting the ticket within 2 weeks.
Business Response
Date: 10/22/2023
To Whom it may concern,

Thank you for bringing this matter to Underpricer's attention.

We take customer satisfaction seriously and would like to take this opportunity to address your concerns.

Review confirms a name correction request. In response to the query, assistance was provided by the service team. A request to correct the name was submitted, however, since another airline was involved with the ticket, correcting the passenger's name was not possible due to technical limitations, both from the airline's end and from a travel agency's side. Also, as per records, there has been a schedule change so the agent advised that the name change could be requested once the tickets has been reissued but did not guaranteed that it will be approved.

We have informed the passenger that we may try to process the name correction, however, there is a high risk of cancellation. For that reason, we have advised the passenger to simply be at the airport earlier in order to have the misunderstandings cleared with the airline personnel at the counter desk.

We act as an intermediary between the customers and airline companies, and we're imposed to follow their rules and regulations.

We are confident this information will clarify the misunderstanding.

Best ******************************* Team
Initial Complaint
Date:08/17/2023
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.
June 8 2023. My wife and I paid WOWFARE $4340 as part of the 1st leg to get to ***************. American Airlines stopped us at the ticket counter at *************** because I didnt have the ** to get out of the country z It was in small print where I couldnt see it in our e tickets. They only refunded half of our money!!!
Business Response
Date: 08/17/2023
To whom it may concern,

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

Our records indicate that per the airline's regulations, passengers were required to present a travel pass in order to be able to board the flight. Unfortunately, since this requirement was not fulfilled, and the travelers were denied boarding on the flight, leading to the airline categorizing the customer's reservation as a no-show. As a result, the ticket became non-refundable and non-exchangeable, in line with the airline's policy.

In order to provide the traveler with an exception, our service team has diligently advocated on the case directly with the airline and successfully obtained a waiver for a partial refund. Thus, with the passenger's authorization, the partial refund was processed back to the original form of payment on July 3rd, 2023.

We understand that the travelers may expect a greater refundable amount, however, from our end we will not be able to fulfill this demand. It is worth noting that it is the passenger's responsibility to ensure the necessary paperwork is valid and in place in order to avoid boarding issues.

By working and providing the traveler with a partial refund we have exceeded our company policy and we believe this was the best possible outcome all things considered.
While we realize this is not the desired answer, but we can only apologize for the negative situation the passengers encountered. But we act as an intermediary between passengers and airline companies, we're imposed to follow their rules and regulations when it comes to refunds.
We are confident this information addresses the matter at hand.

Best regards,
WOWFARE Service Team.
Customer Answer
Date: 08/17/2023
I am rejecting this response because: They keep saying that I didnt have a boarding pass. Im trying to tell you that it was American Airlines/WOWFARE fault that I didnt have time to fi out the paperwork because I didnt see the small print on the ticket until the last minute and I wasnt able to board the plane!!!
Customer Answer
Date: 08/17/2023
Please allow me to go on a rant here, where does American Airlines/WOWFARE get off on thinking that its fair to rob me of my money like this? At the ticket counter at *****************************, their agents offered my wife or me any help in reading the small print that was on the e ticket. I didnt have the ** code in time to board the flight on June 8, 2023. I missed my grandsons graduation and my step daughters wedding because of this !!!! Please help me retrieve what they owe me!!!! Thank you again for listening.
Customer Answer
Date: 08/17/2023
I meant their ticket agents at the airport offered me no help whatsoever. They said we were no shows which isnt true at all. I hope theres something you can do to help us. Both myself and my wife are senior citizens and we believe we were treated unfairly when this incident occurred on June 8, 2023.
Customer Answer
Date: 08/17/2023
I meant their ticket agents at the airport offered me no help whatsoever. They said we were no shows which isnt true at all. I hope theres something you can do to help us. Both myself and my wife are senior citizens and we believe we were treated unfairly when this incident occurred on June 8, 2023.
Business Response
Date: 08/21/2023
To whom it may concern,

Thank you for your continued communication.

We understand your perspective that there were challenges related to the paperwork and ticket details, which led to your inability to board the plane.

While we empathize with your circumstances, it's important to clarify that our responsibility includes acting as an intermediary between passengers and airlines. The presentation of a travel pass is a requirement set by the airline, and adherence to these guidelines is crucial for a smooth travel experience.

We recommend reviewing ticket details thoroughly prior to travel to avoid any last-minute issues. We can only apologize for the negative situation encountered.

Thank you for giving us the opportunity to address your concerns.

Best regards,
WOWFARE Service Team.
Initial Complaint
Date:08/16/2023
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.
On august 12, I first book a ticket through ******** one way ***** to ***** - booking reference F53F53F for my wife and daughter , afterwards I receive a call from a lady representative from ******** named verity and she asked about my ticket - my reply that I gonna book in a couple of days same flight , then she told me that she can help with that so that she can assign the seats together , my reply that she can call me after two days to coordinate - she promptly called me after two days and send me a link to proceed with booking my ticket and successfully concluded with booking reference FD137F6 , a call happened today as a request to assign seats as promised , the reply that there will be an extra fees in order to assign seats which is not what mentioned before as I proceed with booking ticket through ******** despite higher fare rate than other sites in order to assign seats together as promised and now answer I have to pay extra fees or nothing will happen and you can do whatever you want , so my request is to assign three seats together with no extra fees as promised and avoid such manipulation. Awaiting your urgent feedback
Business Response
Date: 08/25/2023
To Whom It May ********************* you for bringing this matter to Gurufares attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns.

Review confirms that booking assistance was provided by our sales team. However, after carefully reviewing the communication between the passenger and our agents - guaranteed seats at no extra charge was not promised to the passenger. The agent advised that she could assist to pre-assign the traveler's seats together with an applicable fee, in fact.

Currently, performing seat assignment at no cost is not possible from our end due to a system restriction. We encourage the travelers to assign the seats closer to the departure or during the check-in.

We have advised this situation to the passenger and we are confident this information addresses the matter at hand.

Best **************************** Team
Customer Answer
Date: 08/26/2023
I am surprised with ******** reply , especially the wording review communication as mentioned , just to clarify that their agent called me prior to my booking and asked me to book quickly through ******** in order to support seats assignment without mentioning any extra fees , btw just want to highlight that my phone record all conducted calls , so to cut it short if they are not going to assign seats as previously communicated , I will raise issue internationally and share my experience with ******** on social media
Business Response
Date: 10/26/2023
To whom it may concern,

Thank you for your continued attention to this matter. We appreciate the opportunity to provide further clarity on the situation.
We understand the passenger's concerns, and we'd like to emphasize that an important disclaimer was presented before the booking process. It outlines that while we strive to facilitate seat assignments, there may be instances where the airline doesn't permit pre-assigned seating free of charge. However, passengers may have the option to select seats during online check-in, 24 hours before departure, or at the airport check-in.

We have communicated this situation to the passenger, and we believe this information effectively addresses the matter.

Should there be any further queries or requirements, please do not hesitate to reach out.

Thank you for your continued assistance.

Best **************************** Team
Customer Answer
Date: 10/26/2023
I am rejecting this response because: I have a clear recorded phone call confirming what I previously mentioned, adding that I born extra 250 $ for additional seats, noting that I choose to book through their website despite higher price than official British airway site cause of what mentioned that she will assign seats . Accordingly that response is not acceptable and the only way to resolve is to refund back seats costs that I paid extra
Business Response
Date: 10/29/2023
To whom it may concern,

We appreciate the opportunity to address their concerns.

We have thoroughly explained our policy regarding seat selection options during the booking process. While we aim to provide complimentary seat assignments, certain airlines enforce specific policies regarding seat fees. As communicated to the customer, they have the option to select seats during online check-in, 24 hours before departure, or at the airport check-in, allowing for flexibility in choosing preferred seating arrangements.

Our goal is to maintain transparency and clarity in our policies. If the customer has any further questions or requires additional assistance, please do not hesitate to let us know.

Thank you for your continued assistance.

Best **************************** Team
Initial Complaint
Date:08/16/2023
Type:Customer Service 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 been trying to add my second last name to my airfare ticket because that how it appears in my passport. They indicate that its a process to make the change. When British airlines has no problem issuing the change but Gurufare has to request it, they have been giving the run around to this simple process.
Business Response
Date: 09/05/2023
To Whom It May **************** hope this message finds you well. I am writing in response to the BBB complaint filed by ***************************** regarding their recent experience with our travel agency-Gurufare. We take customer concerns seriously and appreciate the opportunity to address this matter.
Upon receiving the complaint, we conducted a thorough review of the situation to better understand the issue at hand. ***************************** had initially contacted us regarding a name correction issue on their flight booking, and we initiated the necessary procedures to rectify this matter promptly.
Please allow me to provide some insight into the process we follow for name corrections. As a travel agency, we are required to coordinate with the respective airlines to obtain the necessary authorization and waiver codes required to process name corrections on customers behalf. In this particular case, we initiated this process as soon as we were made aware of the issue.
However, while we were in the process of contacting *************** for the necessary authorization, it appears that the passenger also reached out to the airline directly and requested the same correction. ***************, being the airline responsible for your flight, has the ability to make immediate changes to passenger names in their system. We are pleased to report that they have taken swift action to address customers request, resulting in the name correction being successfully completed by the airline.
We would like to assure the BBB and ***************************** that we are committed to providing excellent service to all our customers. We appreciate customer's proactive approach in seeking a resolution, and we are pleased that the airline was able to assist promptly. Our team is always available to assist with any travel-related inquiries or concerns.
Thank you for your attention to this matter, and if you require any further information or clarification, please do not hesitate to contact us.
Initial Complaint
Date:08/15/2023
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 booked airline tickets to ***** with WowFare agent ***** on July 27, 2023. The trip is for October 2023. I was told by ***** over the phone multiple times that the tickets that I will be purchasing (and the cost quoted) does allow me to choose my seats. I verified with her several times on the phone, as I would not have purchased the tickets if I could not choose my seats. Once I purchased the tickets, I found out that it does not include seat selection, that is at an additional cost. I called ***** back several times throughout the next few days. She did not get back to me for several days. After repeating attempts to speak with her and her supervisor, I was able to reach her and she stated that yes, she made a mistake and she admitted that she told me that seat selection was included. All she did is say that she is sorry....and she could not do anything for me.
Business Response
Date: 08/31/2023
To whom it may concern,

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

Allow us to inform the customer that our specialist's reference to the free seat was in regard to the basic seating option that is inherently included with the purchased ticket. However, it's essential to clarify that advanced seating assignments do come with an extra charge depending on the airline. In light of the situation, we extended an offer to help alleviate the additional cost of the advanced seating assignment. We have taken the initiative to partially cover the cost with the intention of enhancing the travel experience.

Based on the records, this arrangement has been accepted by the customer.

Currently, our internal team is working on getting the partial reimbursement done. We will update the customer as soon as it is completed.

Best regards,
Wowfare Team
Initial Complaint
Date:08/10/2023
Type:Billing 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.
After purchasing a round trip from ********** to ******* then back to ********** 16 March-5 May I needed to extend the ticket by 10 days now that my family was testing positive for Covid. After reaching out to Underpricer(merchant) I was then able to get a return flight for 16 May. A new return flight was offered on my itinerary but two days before the new flight was to be taken, the flight was removed. After contacting Underpricer support three different times from different numbers at different times, no one could find the ticket I was talking about and after being put on hold each time for 30 plus minutes, they hung up. I am now stranded in a foreign country with no way to get back. I had to come up with nearly $2000 and even overdraft my business account so that I could return to ***************** without having been deported. The merchant denied my claim and is using the original return flight as the excuse. But a second return flight was offered and not rendered. In fact, revoked is the appropriate term. I have pictures of confirmation that I had the additional return flight offered but this merchant(Underpricer) refuses to take the claim. This is stealing and this has left my account overdrafted for many weeks now. **** is going off the merchant's account of events without any investigation as to what happened.
Business Response
Date: 10/13/2023
To whom it may concern,

We thank you for bringing this matter to our attention. We take customer satisfaction seriously and would like to take this opportunity to address the customer's concern.

Allow us to confirm that the passenger reached out to us in order to inquire about the possibility to exchange the ticket. In response, assistance was provided by our service team. An alternative option was provided per the customer's request, but it was not exchanged since the fare difference to be collected was costly. As a result, no changes were made, and the reservation was left as it is.

Based on the reservation history, it appears that the passengers made changes directly with the airline because of COVID reasons, and the ticket was taken under the carrier's control. However, although the ticket was changed, the passengers did not use the flights, thus being marked as a no-show.

As the passengers are no-show, providing assistance with exchange or refund is no longer permitted based on the ticket fare rules and carrier policy.
Our service team tried to obtain an exception; however, we were denied.

While we realize the above response is not what the passengers expected, but sadly from our end we can only apologize for being unable to obtain an exception and provide the desired settlement. But we act as an intermediary between passengers and airline companies, we're imposed to follow their rules and regulations.

We hope this information addresses the matter at hand.

Best regards,
UNDERPRICER TEAM
Business Response
Date: 01/03/2024
***** accept our sincere apologies for the delays. We would like to respond to the customer's complaint.
As noted previously, we can confirm that the passenger reached out to us in order to inquire about the possibility to exchange the ticket. However, no changes were made due to the fact that the exchange cost was too costly.
Instead, the passenger reached the airline directly and performed the change with them. As a result, the new itinerary was issued, and flights confirmed. Although the tickets were voluntarily changed by the customers, for an undefined reason, the passengers did not use the flights, thus being marked as a no-show. As the passengers are no-show, providing assistance with exchange or refund is no longer permitted based on the ticket fare rules and carrier policy.
Our service team tried to obtain an exception; however, we were denied. Considering some policies are being updated - our service team tried several months later to request yet again an exception. But to our regret, the carrier's head office agent has denied our request.
With that being said, we understand the client's frustration and disappointment, but sadly from our end we can only apologize for being unable to obtain an exception and provide the desired settlement. We act as an intermediary between passengers and airline companies, we're imposed to follow their rules and regulations.
In order to obtain a different outcome, we encourage the passengers to reach the airline directly in order to obtain a different positive resolution.

Best regards,
UNDERPRICER TEAM
Initial Complaint
Date:08/09/2023
Type:Billing 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.
Date of the transaction: Jun 1, 2023 The amount of money paid: $2,137.98 Service: FLIGHT TICKET I tried to contact the Gurufare customer service many times to resolve the issue (wrong dates on the ticket) but they kept transferring me to other departments and hanging up on me. I was so angry and frustrated about the indifference of the company so I decided to cancel the ticket and I asked for my refund. Now they are refusing to process my refund. I had the worst experience with Gurufare and I am extremely unsatisfied. As a consumer I have the right to have my refund as I did not receive any service from this company.
Business Response
Date: 08/23/2023
To whom it may concern,

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

Based on our thorough review of the booking records and communication history, it has been determined that the customer booked the flight through our website. The records shows that the customer selected the specific travel dates during the booking process online. Additionally, our records indicate that one of our agents contacted the customer to confirm the travel dates for the flight selected for 20th of June, and the passenger provided confirmation for these dates being correct.

According to the reservation's history, we found no indications of flight cancellations, involuntary reschedule, or delays associated with the itinerary. In this case, any potential refund or change to the booking would need to be processed in accordance with the terms and conditions of the ticket purchased.

As the ticket is a non-refundable fare type - the traveler initiated a dispute with their bank. Therefore, it is not possible to assist in making any changes or refund on the reservation up until the investigation from the bank is not completed.

We are confident this information addresses the matter at hand.
Customer Answer
Date: 08/27/2023
I am rejecting this response because I did not receive the service I paid for.
Business Response
Date: 09/28/2023
Dear BBB,

We would like to revert back to you with a response to the customer's complaint.

Allow us to point out one more time on the fact that the traveler has purchased the airline ticket directly on the website, without any agent assistance, help or guidance. During the order placement, the customer was provided with an email confirmation of the booking being submitted that included all of the information associated with the product, such as the passenger's names and the itinerary data. Shortly after, once the ticket was issued, another email confirmation was sent to the traveler's address with the electronic ticket attachment and the invoice.

Enclosed with this response, please see email confirmations as PDF that serve as evidence that there is no discrepancy between the order being submitted, and the order being confirmed.

We also managed to thoroughly review the traveler's statements in regard to the lack of assistance and can firmly state that this cannot be considered as factual. Based on the information associated with the booking, traveler reached our service team to check the possibility of an exchange, in response, our service team quoted the amount required to be charged as the airline's penalty, and the difference in the fare. Our team informed the client that we may need an additional time in order to check if there is something cheaper and implied that we will get back to them with additional information concerning the fare difference. However, once our service team tried to reach the passengers, they were unresponsive.
Attached below please see screenshots (archived as ZIP file) from our internal system concerning the multiple attempts to reach out the traveler, both via email and the phone associated with the booking; however, without success.

With that being said, the complainant's claims of no service or assistance cannot be considered true. The tickets were issued as originally booked. There were no system errors or any agents' mistakes, and assistance was provided based on the airline's policy and ticket fare rules. The traveler is not entitled for any refunds.

It is worth noting that the traveler chose to initiate a chargeback with the financial institution instead of getting assistance from our representatives. Records indicate that the dispute was ruled against the credit cardholder.
In case the passenger needs any further assistance with his booking, we encourage to reach our service team.
We are confident this information has provided more clarification in regard to the matter.
Best regard, GURUFARE TEAM.
Initial Complaint
Date:08/09/2023
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.
Initial airline tickets were purchased from Cincinnati to Shanghai on May 23, 2023, for 3 passengers in two transactions, $4,161.84 and $2,080.92. The roundtrip flights were scheduled for June 11th – June 20th. A change of flights was provided by WOWFARE in two transactions, $1,364.50 and $682.25, for roundtrip flights for the same passengers and destination for October 9th – October 20th. Because of a recent travel advisory issued by the US government: ***********************************************************/******************************************* I asked that WOWFARE change our flights again to either Tokyo, Japan or Paris, France. On 7/25/2023, WOWFARE representative Leland said that I must contact Iberia Airways to request this change. Leland stated that WOWFARE would allow for this change as long Iberia Airways and British Airways permitted this. I asked if I would incur any change fees through WOWFARE and he stated that no additional fees would be charged, outside of those charged through Iberia Airways. The representative at Iberia Airways suggested that I have WOWFARE contact Iberia Airways directly to make the change. He stated that no change fees would be incurred and only the difference in fare price would be required, if any. I then received a call back from Leland who stated that the change was possible but that I would need to pay a difference in fare and taxes of $1,498 per person (see attached email correspondence). The quote of $4,494 USD is very close to what Iberia Airways quoted the ticket price at, but WOWFARE is not providing a refund for prior purchases made. Since the tickets are transferrable, per Iberia Airways, a refund should be provided. I believe WOWFARE is attempting to defraud me of the prior $8,289.51 I have already spent. This is contradictory to Iberia Airways’ policies; and I would have received a refund already if I had booked with Iberia Airways directly.
Business Response
Date: 08/23/2023
To whom it may concern,

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

Based on our investigation, the customer wanted to change the the flights or receive a refund based on the travel advisory by U.S. government. In response, our service team informed the passenger that the ticket is a non-refundable fare type and that only changes are permitted. Per the traveler's request, the flight option was provided, however, the ticket was not rebooked as the passenger was objecting to the high difference in price that was required to be paid.

The customer does not want to pay additional amounts since according to the data, a similar flight is available at equal cost. We understand that there may be cheaper options online, however, the difference in the amount depends on the available fare type and booking class. According to the customers ticket conditions, the ticket may be changed and the booking class should be the same or higher. In result, the customer will only be offered a flight with the same or higher class of service depending on the available booking class, since downgrading is not permitted per the ticket fare rules.

With that being said, we understand the traveler's frustration concerning the refund or exchange, but we must follow the airline's rules and regulations when it comes to voluntary changes on the ticket. It is also worth noting that the advisory stated by U.S government does not mean that there is a travel ban.
Therefore, there is no special policy that may allow the passenger to change the flight at a lower cost or file for a refund.

Shall the passenger wish to exchange the ticket based on the carrier regulations, we will be more than happy to assist.

We appreciate your patience and understanding.

Best regards,
Wowfare Service Team
Initial Complaint
Date:08/04/2023
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.
Hello,Last September I initiated a dispute with *******. With your assistance, the dispute got rectified, although with considerable grief. Attached is the outcome - please see complaint: ********. This complaint is regarding the use of air flight vouchers from the ***** period.I am now attempting to book airline flight tickets with the vouchers I have with this company. I have been attempting to get my flights booked since a few days before the 24 July 2023. The company keeps coming up with excuses and are not actually booking the flights and are also making additional charges (fees). If these seats are not booked immediately, I can lose the seats and also the price. I have other flights booked dependent of these flight arrivals and departures. Once again, this company has poor customer service and are using tactics that will cause a higher cost of the flight or the potential loss of the availability of the flight. I tried several times to book flights before last year and each time it took so long, I had to abandon the effort. Thank you for your efforts - this needs immediate attention please.
Customer Answer
Date: 08/17/2023
Yesterday (8/14/2023) I received an email from WOWFARE that stated the airlines (****** Airline) would not issue one of my two tickets. I am not sure why - I think they are saying the low cost fare is no longer available. Well, of course, it took them over a month to book it and now I am less than 2 weeks from the trip. Now I will have to pay additional costs for flights. They have really created a problem for me. ******* also contacted me on 15 August and 08 August - a different person - ****. All they said was they are working on it. All communications are attached. I can not call as they recognize my number and I am told to email. ****** Airlines have repeated said they would honor these flights as they were cancelled because of COVID. And now, so far, the BBB has not been helpful either. Very disappointed so far.
Business Response
Date: 08/18/2023
To whom it may concern,

We are writing in response to the complaint filed by ****** regarding their attempt to book a flight using credits during the ******19 pandemic. We appreciate the opportunity to address the concerns raised and we'd like to provide you with the details of our efforts to assist the customer.

Upon receiving the ************************'s complaint, we can confirm booking attempt with the allocated credit. Our service team diligently explored the flight options requested by the customer in an attempt to accommodate the ********************** needs. Regrettably, despite our best efforts, we encountered limitations imposed by the airline's fare rules and terms and conditions, as well as lack of availability in the airline's inventory for the selected fare type which restricted our ability to secure the suitable flight using the available credits.

Sadly, in order to rebook the credit for the flight option selected, it requires carrier's approval and action. Currently, our service team has sent a new flight option for the carrier's approval and once it is approved, the ticket will be issued and sent to the customer's email address.

Our intention is to provide exceptional service and meet our customers' needs to the best of our abilities. Unfortunately, in this instance, we were met with constraints and delays beyond our control.

We kindly ask the traveler to provide us additional time to resolve the matter.

Best regards
OVAGO Service Team
Customer Answer
Date: 08/18/2023
I am rejecting this response because:
WOWFARE has sufficiently delayed the booking of the ticket to a time when of course there are no flights available at the low price. These bookings were initiated over one month ago and I depart in less than 2 weeks. ****** Airlines has given no indication of an problem with rebooking when the flight price is available. What about the other flight - there are 2 bookings? That flight starts on September 06. This has now put me in a position that I have to purchase higher cost flights. I tried to use these credits before and the same thing happened. WOWFARE did not ask for the bookings in time. So, how am I ever to use these credits?
I would now like to pursue a complete refund because after multiple attempts WOWFARE has prevented the ability to rebook flights. Resolution is a complete refund of all flight costs and fees.
Business Response
Date: 09/05/2023

We appreciate the opportunity to address the concerns raised and we'd like to provide you with the details of our efforts to assist the customer.
As per our last update, we diligently initiated a series of requests with the airline on behalf of our customer, aimed at utilizing their credit allocated under the booking cancelled during the challenging times of the Covid-19 pandemic. Our primary objective was to ensure a seamless resolution of this matter to the customer's satisfaction.

Regrettably, despite our efforts, we encountered a series of limitations imposed by the airline's fare rules and terms and conditions. These constraints, coupled with the lack of availability in the airline's inventory for the selected fare type, significantly restricted our ability to secure a suitable flight using the available credit.
As noted previously, in order to provide the traveler with the requested option for the requested travel dates, we were required to receive approval from the airline, since in our inventory there was no availability that could match the client's demands.

Sadly, the airline declined us to proceed with the rebooking for the requested dates, citing that there is no availability.
In light of these circumstances, we have advised the passenger to reach out to the airline directly in order to get a different desirable outcome. We believe that direct communication with the airline may be the most effective way to obtain a positive response since passengers have more rights.

Thank you for your attention to this matter, and we remain available for any questions or concerns.

Best *************************** Team

Customer Answer
Date: 09/06/2023
Hello, I have repeated spoken with Virgin Atlantic for these flights and they insist I can rebook. Wowfare is delaying requests for the rebooking to such a time that the flights and or fares are no longer available. This has been a repeated offense. I demand a refund and expect to take legal action. I expect the BBB to influence Wowfares next actions and lower their ratings. ***********************

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