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 Find Local Branches.

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  The Travel Outlet of Virginia, LLC

  100 Crescent Ct STE 700 Dallas, TX 75201

• 

  Ovago.com

  99 Almaden Blvd San Jose, CA 95113

• 

  TripRobotics Inc.

  1000 N West St Ste 1294 Wilmington, DE 19801

• 

  Ovago.com

  99 Almaden Blvd San Jose, CA 95113

• 

  TripRobotics Inc.

  1000 N West St Ste 1294 Wilmington, DE 19801

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:06/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 14, 2023 I scheduled a flight using OVAGO website so my daughter can visit me for Fathers Day weekend. The flight cost $225.97.My daughter is 13 yrs old and the website stated she could fly as an unattended minor starting at 12 yrs old. My daughter arrived to Checkin early and was denied boarding because the airline does not provide that service for 13 yrs old. I sent my complaint to OVAGO and there response was that the airline ticket is non refundable and they cant do anything because she missed the flight. She didnt miss the flight, she was denied boarding because the airline didnt provide a service that OVAGO stated they did. My daughters birthday and age was clearly stated. Its June 26, 2023 at 1:34 am when I got an email stating Ticket cancellation must be done at least 24 hours prior to the scheduled departure time of the flight. Passengers holding tickets that were not canceled prior to departure, passengers who did not show up for the flight or did not board after the check-in process, might not be eligible for a refund.It does not even mention passengers that were denied boarding. So they completely ignored the situation my daughter was in.

  Business Response

  Date: 07/06/2023

  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.
  
  We acknowledge the refund demand, however, we will not be able to fulfill the passenger's request.
  
  After reviewing your reservation, records show that the passenger was marked as a No-show in the airline's system. As a result, the ticket value is forfeited and processing any refund or exchange is not possible from our end. Our service team tried to work with ******** Airlines to provide an exception for a refund, however, due to the No-show remark ** no exceptions can be granted from the carrier's end.
  The tickets are suspended and no further assistance can be provided regarding your reservation.
  
  As much as we sympathize with the customer, providing a different positive outcome is not possible from our side. We act as an intermediary between the customers and airline companies, and we're imposed to follow their rules and regulations.
  
  We are hopeful this information has addressed the matter at hand.
  
  Best regards
  OVAGO Team

  Customer Answer

  Date: 07/06/2023

  I am rejecting this response because:   I say again. My daughter was not a no show. I provided proof that she showed up with time to spare as shown in the time stamp with the agents number mz315426 . She was denied boarding, which is different from being a no show. If you continue to state she was a no show, please provide prove. I will send my proof to you again.

  Business Response

  Date: 08/14/2023

  To whom it may concern,
  
  We understand the frustrations on the customer's side regarding the passenger's recent travel experience where it was tagged as a no show by the Airline, resulting in the loss of the ticket value.
  
  Our aim is to provide a transparent and reliable service to our customers, and we promptly reached out and investigated further with the Airline the situation. The Airline verified and confirmed that the passenger was a no show which resulted to losing the ticket value.
  
  We noted your concern and misunderstanding to the no-show status, and we would like to add more in order to clarify the situation. Please be advised that the no-show remark is being added automatically by the airline's system whenever a traveler fails to board to the flight at the gate. Thus, although the passenger may be in the airport, at the boarding gate - it is still considered a no-show since the passenger did not pass the check / boarded the flight.
  
  We have exhaustively pursued all available avenues to address the issue and sought a resolution within the framework of the airline's policies.
  
  Our company understands how distressing and disappointing it can be when travel plans do not go as intended and we genuinely regret any inconvenience the passenger may have encountered. But it is important to keep in mind, we act as an intermediary and are imposed to follow the airline's rules when it comes to exchanges/refunds.
  
  We thank you for understanding.
  
  Best ************************* Team

  Customer Answer

  Date: 08/14/2023

  I am rejecting this response because:   
  

  I have mention this multiple times and it is just ignored. My daughter was completely denied boarding. There was not boarding pass provided. I have previously provided the checking information thats about two hrs prior to boarding. She wasnt able to get to the gate because a boarding pass was not provided, because she was denied boarding.

  Business Response

  Date: 09/25/2023

  To whom it may concern,
  
  We would like to express our understanding of customer's frustrations regarding the passenger being tagged as a no show resulting in the loss of the ticket value. We take customer concerns seriously, and we are committed to addressing them promptly and effectively.
  
  We immediately looked into the situation and were attentive to the details provided. The primary concern raised was that the passenger, was denied boarding the plane, resulting in the airline's decision to tag her as a no-show. To provide the customer with the most accurate information and assistance possible, we initiated contact with the airline involved to gain clarity on the situation.
  
  After careful communication with the airline, we received confirmation that the passenger, despite arriving at the airport two hours prior to the flight, did not make it to the gate, leading the airline to categorize her as a no-show. It is essential to note that the decision to tag a passenger as a no-show is typically in accordance with the airline's policies and procedures, which we, as a third-party service provider, are bound to uphold.
  
  We understand the customer's frustration and disappointment over the lost ticket value. We want to assure the customer  that we explored all possible avenues to assist in resolving this issue. However, given the airline's adherence to their policy in this particular case, we are regrettably unable to provide a refund or ticket value recovery beyond what the airline's terms and conditions permit.
  
  We deeply regret any inconvenience or dissatisfaction that the customer has experienced as a result of this situation. We value their patronage and are committed to providing them with the best possible service in the future.
  
  Thank you for bringing this matter to our attention, and we appreciate your assistance in addressing this complaint. We remain dedicated to maintaining the highest standards of customer service and satisfaction.
  
  Best ************************* Team

  Customer Answer

  Date: 09/25/2023

  I am rejecting this response because:   According to the statement, my daughter arrived 2 hrs prior, and was denied a boarding pass, so the airline can label her as a no show. In my point of view, thats similar to putting a person in jail and not letting them go to court. Than convicting them guilty because they didnt show up. This maybe a policy of the airline, but its the reason for the complaint. 

  Business Response

  Date: 09/25/2023

  Dear BBB,

  We would like to point out one more time on the fact that the client has single handedly, by himself, made the reservation online - without any OVAGO sales agent to instruct concerning any policy or term of the airline.

  In this case, it was the client's responsibility to ensure the passenger will be eligible to use the selected itinerary that was booked.

  It is clearly outlined and stipulated in our terms and conditions, as well as in our help center, that certain rules and regulations apply, especially for tickets for unaccompanied minors. Moreover, the same terms are applicable and displayed on the airline's website directly.

  After verifying the sale log, we can confirm that during the checkout, the traveler was provided with our terms and conditions, the ticket fare rules, as well as the privacy policy to which the client agreed with. In case the client has booked the reservation without checking the advised policy, it cannot be considered as a mistake or error of the travel agency. The customer should have at least reached our service personnel for further guidance. Sadly, this was not the case. The order was placed, and ticket issued as originally booked.

  The boarding denial automatically suspends the ticket and considers the passenger as a no-show. It is important to note, that the "no-show" status, does not mean being present at the airport or at the airline's counter, but being present at the gate and boarding the plane. In this case, the passengers did not board the plane due to boarding denial, hence the no-show status on the itinerary. If the client believes otherwise, we invite the client to provide us with a confirmation in written form so our team can further work on a refund exception. As an alternative, we invite the customer to check the information online or call the airline directly, in order to confirm our statements as being accurate.

  We sympathize with the customer's situation, but from our end there were no mistakes registered. We can only apologize for the difficulties encountered, and that we were unable to provide the client with his desired settlement. 

  Best regards, OVAGO Team.

  Customer Answer

  Date: 09/25/2023

  I am rejecting this response because:   The statement that my daughter is a no show is false. I will continue to monitor this progress for as long as it takes because it is robbery and dishonest. I will always take time of my day to make sure this stays on the BBB because of the falseness, that my daughter was a no show and this should stay on the record until a correction is made on an unfair policy.

• Initial Complaint

  Date:06/23/2023

  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.

  This company outright lied to me when purchasing flight insurance. Because of my medical condition I always purchase a policy that will refund my ticket price if I am unable to fly. The agent who sold me the policy told me that medical emergencies would warrant a fare refund under that policy. I missed my flight for medical reasons and was told that medical emergencies were not covered under the policy I purchased despite having documentation from my Dr. I have received nor do I expect to see any type of refund. Because I trusted the agent selling me the insurance I am out the $1,800 I paid for the ticket and $400 more for the ticket I bought only days later I am not really sure what the insurance covers other than changes made by the airlines. In my experience the airlines themselves handled these situations Date of experience: March 20, 2023

  Customer Answer

  Date: 06/28/2023

  I have submitted my medical records concerning my medical emergency on March 20th which caused me to miss my flight. Again I was told when I purchased the insurance that it was a No questions asked cancellation insurance. I still can not believe the representative outright lied to me. I want Wowfare to refund me regardless of what the airlines says. The insurance is for situations in which the airline makes changes evidently. 

  Business Response

  Date: 06/30/2023

  To whom it may concern,
  
  Thank you for bringing this matter to ******** attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns.
  We acknowledge the refund demand, however, we will not be able to fulfill the passenger's request.
  
  After reviewing your reservation, records show that the passenger was marked as a No-show in the airline's system. As a result, the ticket value is forfeited and processing any refund or exchange is not possible from our end. 
  Our service team tried to work with All ************** to provide an exception for a refund, however, due to the No-show remark ** no exceptions can be granted from the carrier's end.
  The tickets are suspended and no further assistance can be provided regarding your reservation.
  
  We were advised that in case the passenger is seeking any refund, then only the unused tax amount of $65 USD can be returned.
  As much as we sympathize with the passenger, providing a different positive outcome is not possible from our side. We act as an intermediary between the customers and airline companies, and we're imposed to follow their rules and regulations.

  
  We are hopeful this information has addressed the matter at hand.
  
  Best regards,
  Wowfare Service Team.

  Customer Answer

  Date: 07/07/2023

  I am rejecting this response because:   I have submitted my medical records concerning my medical emergency on March 20th which caused me to miss my flight. Again I was told when I purchased the insurance that it was a No questions asked cancellation insurance. I still can not believe the representative outright lied to me. I want Wowfare to refund me regardless of what the airlines says. The insurance is for situations in which the airline makes changes evidently. 

  Business Response

  Date: 07/11/2023

  To whom it may concern,
  
  Thank you for bringing this matter to ******** attention. Ensuring customer satisfaction is of utmost importance to us, and we genuinely appreciate the chance to address any concerns you may have. 
  
  Review confirms that the passenger has not used the flight as originally scheduled. As a result, the customer was marked as a no-show in the airline's system. 

  
  We acknowledge the passenger's demand to receive a refund for the unused ticket, however, we will not be able to fulfill your request. We tried to work through All ************** on an exception, but our request was rejected. The airline representative informed us that the medical document was sent when the tickets had no value already, and unfortunately, an exception from the rule is not permitted in this case -- as the reservation was not cancelled at least 24 hours prior to departure, the ticket value has regrettably become non-refundable. 

  
  With the customer's authorization, a refund of the unused taxes, in this case USD ***** has been successfully processed and credited back to the original form of payment. 

  We sympathize with the traveler and with the medical condition, but we act as an intermediary between airline companies and passengers, and we must follow their rules and regulations.
  
  We are confident this information addresses the matter at hand.
  
  Best regards,
  Wowfare Service Team

  Customer Answer

  Date: 07/11/2023

  I am rejecting ******** response for a few different reasons:

  1. I was told by the representative that the insurance would cover cancellations that were made by the passenger for medical reasons as long as there was supporting documentation. 
  

  2. I submitted this documentation several times and was told by Wayfare that the airlines was  now rejecting my refund request.  Why would one ever purchase insurance that covers what I know to be only situations as a result of reasons caused by the airlines?  In my experience disruptions in trip plans are generally covered by the airlines anyway.  
  

  3.  I was told by Wayfare that I was a no show and couldnt receive a refund. I was in the emergency room thinking I was having a heart attack and it never came to mind to cancel the ticket. Actually Wowfare told me the cancellation needed to be made at least 48 hours prior to flight time. **************,      SORRY I DIDNT SCHEDULE MY MEDICAL EMERGENCY SOONER. I THOUGHT THAT IS ONE REASON WHY I BOUGHT THE INSURANCE. AT LEAST WHAT THE REPRESENTATIVE TOLD ME WHEN I PURCHASED THE INSURANCE. 
  

  4  Travel insurance covers the ticket cost in the case of a documented medical emergency  I submitted the medical documentation but was denied benefits  

  Because I was denied by the airlines even though I was told by the Wowfare representative that the coverage was basically a no questions asked policy, I believe Wowfare should pay for my flight  

  After all, based on their responses in this case, Wayfare is very sad about my case but basically cant do anything more to help me  

  I have an idea, why doesnt Wowfare pay me for the ticket price?

   

   

   

  Customer Answer

  Date: 07/11/2023

  Hello,

  As stated several times in my correspondence with company, I did not cancel my flight because of my documented medical emergency  

  Them refunding the tax amount was just a slap in the face and I will not consider this amount a final settlement in any way shape or form  As stated previously, I was mislead by a Wowfare employee as to what the insurance covered  

  I have attached medical documentation concerning my mental illness and panic attacks that unpredictably flare up from time to time  

  Not cancelling the flight is understandable because I had a panic attack that would make driving unsafe for me  All I could do was take extra anxiety medication and sleep.  Anyone who has had severe panic attacks knows normal functioning is impossible  

  Again, also bring up the point that I was lied to by a Wowfare representative concerning the insurance that was sold to me  THIS A FACT AND CAN BE SUBSTANTIATED BY LISTENING TO MY PHONE CALL THAT OCCURRED ON THE *** I PURCHASED THE INSURANCE  

  IF Wowfare feels so bad about the situation, they should honor my refund request regardless of whether the airline agrees to pay  

   

   

• Initial Complaint

  Date:06/20/2023

  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 3/23/23 I used the gurufare website to book airline tickets to *****. I received an error message and was contacted by a customer service agent. They explained the flights I requested were not available and sent me a link to different flights. I believed them and followed the link. However, flights were still available on my desired flights. When I asked them to switch my flights to the originally requested flight they have told me it is not possible. I have now requested a full refund. Their customer service agents have been impossible to deal with, saying they have contacted me when they have not, hanging up after I answer and when I do get them they are not helpful. I paid $1,591.50 for the flights and would like to be refunded. I feel mislead and now being given the run around to resolve the issue.

  Business Response

  Date: 06/29/2023

  Dear ******,

  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.

  Review confirms a booking attempt on April 11th. In response to the query, assistance was provided by the sales team. However, due to lack of availability in the airline's system, an alternative option that matched the customer's preference was offered.
  

  As a result, with the customer's approval, the offered flight option was placed and issued. We understand that after issuance there the original flight may reappear in the inventory and available, however, changing the itinerary to it is considered a voluntary change and it requires the passenger to pay the airline's change fee and the difference in the price.
  
  We acknowledge the customer's request for a refund, however it is not allowed per the fare rules and carrier policy. Only changes are permitted. The traveler has been informed through an email in regard the above mentioned restrictions. 

  We are confident this information addresses the matter at hand.
  Thank you,Gurufare Service Team

  Customer Answer

  Date: 06/29/2023

  I am rejecting this response because: 

  They admit the flights I requested were available when they told me it was not. This practice is misleading and is a bait and switch tactic. If they are unwilling to rebook to the desired flight, they need to refund. If the flight I wanted was available, I never would have booked the flight they recommended. Following up with them is also an awful experience. The customer service team will not schedule a set time for a call back, and will call randomly and never leave a message. I have had instances where they call and I answer after one ring and no one is there. Consumers need to be warned about doing business with this company. Between the bait and switch on flights and terrible customer service, I encourage all consumers to look elsewhere.

• Initial Complaint

  Date:06/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a credit with Ovago for a flight in the amount of 404 Dollars and 82cents, which is to be used by September 30, 2023. I am not able to use it to book a flight despite numerous outreach via phone, email, chat.

  Business Response

  Date: 06/05/2023

  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. 
  
  Review confirms the booking attempt with the allocated credit. In response to the query, assistance was provided by the service team. As per the air carrier, to use the credit, the passenger has to buy a new *************** ticket and get a refund of the old one against the new one. 
  
  The ticket validity was extended for rebooking until September 30, 2023. Along with the ticket validity extension, *************** is able to process the credit for future usage only if the passenger agrees to buy a new ticket and get the difference refunded to them. 
  
  As per the airline policy, this is the only possibility for the passenger to use their credit. Otherwise, the value of the ticket might be lost.
  
  We are confident this information addresses the matter at hand.
  
  Best regards,
  OVAGO Service Team

  Customer Answer

  Date: 06/05/2023

  I am rejecting this response because:   
  I was informed in writing that I would be able to use credit at the time of the booking (email attached). I am concerned with Ovagos ability to fulfill their part of an agreement since they were not able to do it so far. *************** has sent me back to Ovago as the credit is with Ovago not BA. 
  I am not willing to enter a new agreement, with an unknown timeframe and conditions. I would like Ovago to honor their written agreement or refund the credit. 

  Business Response

  Date: 06/07/2023

  We appreciate the customer providing additional information on this matter to OVAGO's attention.
  
  According to the email received by the passenger, it was stated that they would be required to pay any applicable differences in the fare at the time the credit was used.
  
  Additionally, the passenger was informed that the credit usage is valid under the *** COVID-19 policy of ***************.
  The credit for future usage is under *************** and can be re-booked through our travel agency.
  
  We act as an intermediary between the customers and airline companies; we're obligated to follow their rules and regulations.
  Should the customer wish to use their credit by paying the required price of the new ticket, we will work with the airline on behalf of the customer to get the difference refunded as per the policy. 
  
  This is the only possibility for the passenger to use their credit. In the event that the credit is not used according to *** policy, the ticket value might be lost.
  
  We hope this clarifies any misunderstandings.

  Customer Answer

  Date: 06/07/2023

  I am rejecting this response because:   I am truly appalled with the the way Ovago is misleading the customers. Buying the ticket and requesting a refund is not BWC policy. I spoke with *************** directly and they provided the voucher number to book the ticket. A voucher that can be used at the time of booking and is valid until Sept 30, ****. The only downside was that I had to book with the original agent. When I called Ovago to book the ticket and spoke with ***, I was informed that I still cannot book. Again, I am requesting my voucher or a refund as Ovago was misleading stating airline policy, which is just not true. 
  

• Initial Complaint

  Date:06/01/2023

  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.

  We booked flights to ***** with GuruFare. My husband is in the hospital and we need to change the date of departure. I cannot get an individual to speak to and help me make the changes to our booking. When you use the online chat they say someone will get back to you in 2-6 hours! And that they will email or call. When they called they said I needed to go through the airline. I called the airline and they said it has to go through the travel agent (GuruFare). GuruFare keeps you circling so they dont have to help you. The chat is worthless! Im at a loss and will possibly miss my daughters wedding because of this horrible service.

  Business Response

  Date: 06/24/2023

  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.
  
  As per the customers request, we would like to confirm that we addressed the matter and provided an exchange offer of the original reservation. To our regret, due of the substantial fare difference for the new alternative, the traveler declined the offer. 
  
  Following with the medical conditions and that the passengers won't be able to use the existing reservation, they requested cancellation. Assistance with booking cancellation has been provided in a timely manner by our service team. However, prior to cancellation, our representative advised customers that in order to further address the refund possibility with the carrier they must provide us a medical note. 
  
  At this point no refund has been processed back to the customer, as no medical evidence has been provided to us prior to cancellation. Based on the above mentioned, the reservation stands as non-refundable in case of voluntary cancellation. 

  
  We are confident this information addresses the matter at hand.
  
  Thank you,
  Gurufare Service Team
  

  
  

• Initial Complaint

  Date:06/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did booked my flight in April (from ***-***) through Ovago (paid around $1700) and last week i was checking my flight status and couldn't find my flight. I did contact Ovago and they said my booked flight is sold out. (I don't understand what that means. looks like they did cancel my flight once they get confirmation from airlines and took my money). When I called them they told me only option left for me is to get refund from carrier as yhe flight is cancelled by British Airlines. . I said, in this case please refund me back soon but yesterday they are saying the airlines cant refund my ticket. I need to buy new ticket as my flight is within 2 days from now. I am calling them since 1 week, it's very hard to get reply from them. Everyday i call them more than 10 times a day since one week to ask them my status, Sometime i need to wait an hour to get response. My **** is expiring on 6th June and they are not giving me concrete decision about my case, whether I'm getting my money back or issue my ticket. It's really nerve wracking. Ovago scammed me.

  Business Response

  Date: 06/12/2023

  
  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. 
  
  Review confirms that the flight was affected by an involuntary cancellation. As a response, the airline provided ** with alternative options that could be offered to the customer as a replacement flight. After verifying with the passenger, one of the options was confirmed and later reissued.
  
  However, the client contacted our customer care staff a few days later to ask for the flight to be canceled and refunded. As a result, the replacement flight option that was supposed to leave on June 3rd, 2023, was canceled, and the amount was refunded back to the original form of payment per the fare rules and airline policy.
  
  Hence, we are pleased to confirm that the amount of $1017.89 for the flight ticket was processed and the customer should see the amount credited back within the next billing cycle.
  
  We are confident this information addresses the matter at hand.
  
  Best regards,
  OVAGO Service Team
  
  

  Customer Answer

  Date: 06/12/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/01/2023

  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 24 January 2023, I booked round trip tickets (with two other couples) to ***** ***** June 23 for $2112.84 and had a pleasant experience booking thru Wowfare with all three couples receiving the exact same itinerary. Mid March I got an email telling me there was an issue with my return flight. The other two couples received similar emails and we ended up with three different return plans. We could deal with that inconvenience, but I continued to receive emails informing me that there were problems with my return flight. I have called or emailed Wowfare at least every other day since then asking for an update on my return reservation. In every case, the person I would talk with appeared to care and acknowledge the sense of urgency, but they always asked for ***** hours to work my issue (thats their way of ending a call). I would recontact them in 2 days and get same response. I have asked to speak to a supervisor and they refuse to patch me to one; instead they promise a supervisor will call me, but I have never been called back from Wowfare (from anyone). After todays ritual phone-call to Wowfare produced the same response, please allow us ***** hours to address your situation and I will have my supervisor contact you, I am finally fed up and have little confidence that I will have a return flight with less than 2 weeks left before my departure. This company has lied to me for ****************************************************************************************************************************************************** resolution for my situation. My Wowfare booking number is W8951D0.

  Business Response

  Date: 06/12/2023

  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.
  

  After reviewing the customers case, we can confirm that there was an involuntary flight cancellation on the booking. In order to assist the customer further and provide an alternative option free of charge, it was necessary to deal via the airline only. 

  Our team contacted ITA Airways to reissue the ticket from their end but unfortunately, there were no alternative options that could be rebooked per the airlines schedule change policy. We were informed that the only solution would be to process a refund.

  As a result, with the customers authorization, we would like to confirm that we addressed the matter and processed a full refund in the amount of USD ******* on June 12th, 2023. The funds should be credited back to the original form of payment within one billing cycle. The customer was informed and acknowledged the information in written form.
  

  We are confident this information addresses the matter at hand.

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

• Initial Complaint

  Date:05/26/2023

  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.

  I called Gurufare and spoke with ******* on 4/29 and booked a flight from *** to **** on 10/5 and booked two separate flights home, one for me and my husband back to *** and one for my son flying back to ******. These flights were supposed to be from ******** ***** back home but they were incorrectly booked from ******** ** to home on 10/16. When I realized this I called and spoke with *******, he said he would issue a refund and sent me an email from Gurufare saying to expect it in 5-7 business days. I have called excessively asking about when I would receive the refund and nobody has any information about this refund and I cant seem to get a straight answer, only that they are working on it. No supervisor there to connect with and many transfers to random people who keep transferring around. I did file a claim with my bank today. They said they would investigate this and potentially return my money but I wont know for 90 days. I did make other arrangements with another airline to return us home from ******** ***** but at this point I only want my money returned due to this mans error. I called the airline, American and the seats are still booked and have not been canceled. Im wondering if this was purposeful. Im out $943.25 as of now with no idea if Ill every get it. *** spent a lot of time and aggravation in this for someone elses mistake. Can you help me in any way? ***

  Business Response

  Date: 07/04/2023

  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.

  As per the customers request, we would like to confirm that we addressed the matter and processed the refund in the amount of $943.25 on May 24th, 2023.

  The funds were credited back to the original form of payment within 5-7 business days. 

  We are confident this information addresses the matter at hand.

  Best regards,
  GuruFare Service Team.
  

  
  

• Initial Complaint

  Date:05/11/2023

  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 three tickets with Ovago on March 2 for a flight in May 28. I paid about $5987. On May 10, I received an email saying a part of my flight got canceled ( from ***** to *********) and asking me if I accept or want other options. I chose other options. Today, I see my flight got void. And Ovago sent me an email saying there is no any other options. If I book the same itinerary for three tickets the cheapest cost is $9100. Ovago leaves my family strand. I can not talk to any agents. Online chat only keep promising someone will call in 24 hour, then the second time 12 hours, but no one call. It is an important trip for my parents and my family. We have been planning it for years. I suspect Ovago untruthful booked the tickets and intentionally change/cancel the flight then not refund fully or promise some credit that can not be granted.

  Business Response

  Date: 05/27/2023

  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. 
  
  As per the customers request, we would like to confirm that we addressed the matter and processed the refund in the amount of $5986.02 on May 16th, 2023.
  The funds will be credited back to the original form of payment within the next 5-7 business days. The customer was informed as well in written form.
  
  We are confident this information addresses the matter at hand.
  
  
  Thank you,
  
  OVAGO Service Team

• Initial Complaint

  Date:05/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased business class premiere tickets which are fully refundable and fully changeable. I have been trying for four weeks to change my return flight home from ********* to ***** and was told repeatedly the only way they could do it is if I waited until I got to Barcelona and there were seats available and there would be no charges now that Im here in ********* they want to charge me $4000 to change my tickets due to what they say or fair changes which was never supposed to be part of the deal

  Business Response

  Date: 05/24/2023

  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.Review confirms a voluntary exchange request by the customer. In response, our service team offered the traveler several options to choose from. However, those were declined as it didnt suit the travelers budget plan. Unfortunately, in order for the changes to take place, the difference between the new fare and the old one has to be collected as per fare rules. As the price was too expensive, our team tried to offer something cheaper, per the customer's request and we managed to come to a mutual agreement. The traveler accepted the new option for the return flight and the ticket was reissued. We are confident this information addresses the matter at hand.Best regards,********* Service Team.