Complaints

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We believe this company took over a call intended for ****************** customer service. Once they got my confirmation number from my Southwest reservation they canceled the reservation without my consent when I refused to pay them. They hung up on my and i then called back and they denied it but offered to rebook my flight. They proceeded to rebook me and my daughter someone they had accessed my rapid rewards account and used the points that were refunded when they canceled my original reservation, but charged me $759.98, stating that was the cost of ticket now the price had increased. This all occurred on 1/5/2025. The man called himself ***** The email he provided and website are fake.

  Business response

  01/16/2025

  Dear ***** *****,
  

  We sincerely apologize for the experience you have encountered and any inconvenience this may have caused you. At PCM Travels, we take such matters very seriously, and we appreciate you bringing this to our attention.
  

  Please be assured that we are actively investigating this issue to understand what happened and find the best possible resolution. We kindly ask for 48 hours to complete our review, and we will get back to you with an update as soon as possible.
  

  Your patience and cooperation are greatly appreciated. If you have any additional details that might assist in our investigation, please feel free to share them.
  

  Thank you for your time, and we will be in touch soon.
  

  Best regards,
  ***** ******
  PCM Travelsre...

• Initial Complaint

  11/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Made an airline reservation but do to a scheduling error by my surgeon this company refused to give me a full refund although they claim you cancel within 24 hours.

  Business response

  11/25/2024

  Dear sir,

  Please share the Booking reference so that we can locate the reservation and help you. 

   

  Regards,

  ****** *****

  Customer response

  11/25/2024

  The complaint has been resolved. My money was refunded. Thank you

  Customer response

  11/26/2024

  I have reviewed the business response and accept this resolution. The complaint has been resolved. My money was refunded. Thank you

• Initial Complaint

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called ***************** reservations and my call was intercepted by PCM travel ***************** according to the email I received). I was told I couldn't use my voucher and that my husband didn't have enough airline miles for his ticket. After being put on hold several times, "******" said he could book both flights for $616.53 which was paying $498. for my husband's portion. I did agree, however after thinking about it, I called American and was told my husband's flight was paid for with miles and was only charged $11.20. They also said I still have money left on my voucher. None of this was told to be by "******". I have tried to call them but the phone # isn't working. I have filed a dispute with my credit card company as well as this complaint. I'm asking for my $616.53 to be refunded to me.

  Business response

  02/05/2025

  Dear Sir,
  
  We are very sorry to hear about your experience and appreciate you bringing this to our attention. At Flycheapestonline.com, a subsidiary of PCM Travels, we are committed to providing transparent and ethical service to all our customers, and we take concerns like yours very seriously.
  
  After thoroughly reviewing our records, we were unable to locate any booking or transaction associated with your name, email address, or the details provided in your complaint. To assist you further and investigate this matter properly, we kindly request additional information such as a booking confirmation number, transaction ID, or any correspondence you may have received from us. This will help us identify the transaction and take appropriate steps to resolve your concern.
  
  Please feel free to contact me directly at *********************************** or reach out to our 24/7 support team at ******************************************* We are here to assist you and ensure that any issues related to our services are promptly addressed.
  
  Thank you for your understanding, and we look forward to resolving this matter for you.
  
  Best regards,
  ****** *****
  Assistant Manager (Chargeback and Credit Card Verification)
  Email: ***********************************
  For 24/7 assistance, please contact ******************************************

  Customer response

  02/05/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi, needed airline tickets for for a vacation with my family in ********* *******. Search results were not that good and gave up looking. A few hours later got a phone call from *****. I did not answer and received a few more calls the next couple of days. I received a call and picked up. It was from PCM Travels US LLC. The agent offered tickets for my wife and I at a reasonable price. We agreed and paid with **** credit card. Never got the confirmation for the flight but the money was already taken from ****. After mutiple phone calls to the agent, he gave us a confirmation number which gave us access to flight info from *************** with our names. Noticed that the info showed that it was "not ticketed" which means flight is reserved but not paid. Called the agent back and he said his team was in the process of paying and we would get a confirmation by email that night or early the next day. After three days days of back and forth with agent finally got the email from Fly Cheapest Online confirming the tickets. We verified with United to validate the confirmation to find out that the following message "This reservation has been canceled and refunded/voided as applicable." was posted and there was no more flight info. Called the agent to enquire why this message was posted and where was my refund to which he responded that there was a technical problem at the airline and he was going correct this problem and call us back.I am still waiting for a call back, still waiting for a refund if we do not get our tickets. We are supposed to fly in about 14 hours. God help us in this online world. Not impressed with this travel company and agent.

  Business response

  09/02/2024

  Dear ***,

  As per AIrline Ticket has been used by you. Please check and reply if need more help.

   

  Regards,

  ***********************

  Customer response

  09/02/2024

  Hi, at the time of the complaint to the BBB we were within less than 24 hours of  flying to our destination and had no confirmation of the tickets. We finally got the tickets confirmation by email less than twelve hours before leaving. It was a stressful process for us. Thanks to the agent working at the travell agency for his pacience and follow **** The flight went well without any challenges. 

  Regards,

  GB

  Customer response

  09/02/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of fraud Transition: August 17, 2024 Amount: $975 Company: PCM Travel also known as flycheaponline.com On August 17th, *************** cancelled our flight, we received a text message indicating that we could not be rebooked until Monday August 20th. My children were without their daily medical injections and the cancelation of the flight caused us to be under duress. When we googled *************** customer services a number appeared, and they identified themselves as ***************. They never identified themselves as PCM Travel. They said we had to pay extra because this new flight was more expensive. We were panicking and needed to get home to get our childrens medication. We never gave our banking information. This company is committing fraud, posing as ***************. This should not be allowed to continue, or other individuals will suffer.When I tried calling PCM Travel and asked to speak to someone in their fraud department they put me on hold for 20 minutes and then transferred me to someone called Selvester Stones and he said his employee number was 411. This is obviously made up and fake information.

  Business response

  08/22/2024

  Dear ,
  Thank you for bringing your concerns to our attention. We understand the frustration and distress caused by the cancellation of your *************** flight on August 17, 2024, and the urgency of your situation, particularly given your children's medical needs.
  However, we would like to clarify the events as they pertain to your booking with PCM Travel:
  Service Identification: When you contacted us, we provided the necessary assistance to rebook your flight after *************** canceled your original booking. We sincerely apologize if there was any misunderstanding regarding our identity. PCM Travel operates as a legitimate third-party travel service, and our team assisted in finding an alternative flight for you promptly.
  Booking Confirmation: The rebooking was processed through the airlines system, and the total cost of the new flight was $975.00. This amount was confirmed and accepted by you during the rebooking process.
  Refund Policy: As per our Terms and Conditions, which were agreed upon during the booking, refunds are not possible after services have been utilized. Since the rebooked flight was confirmed and used, we regret to inform you that we are unable to process a refund for this transaction.
  
  **************** Interaction: We apologize for any inconvenience caused during your call to our customer service department. We strive to provide accurate and efficient service to all our customers. We have noted your feedback and will review the handling of your call to ensure our team meets our standards of service.
  
  We want to assure you that PCM Travel is committed to providing legitimate travel services to our customers. We do not engage in fraudulent activities, and we take such accusations very seriously. If there is anything further we can assist you with, please do not hesitate to reach out to us directly.
  Thank you for your understanding.
  
  Best regards,
  ***********************
  PCM Travel **************** Team

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 4th 2024, my girlfriend was recommended a travel agency by a friend. Her friend had informed her that she had purchased tickets through an agency named "expertosenvuelo". She looked at their website and looked at the deals and say that they had good deals. Considering that in the past she has gotten tickets for roughly 400-500$ from ****, the prices seemed reasonable. She made an inquiry and received a quote of $1410 for three tickets. The company name was PCM Travel Agency. She was then contacted through Whatsapp by a representative who started to confirm some of the information. She was then informed that a debt of 1224$ was required and that each party would cost a total of 878$. The price had drastically increased but the representative informed her that it was still cheaper then what the airline was offering her. Seeing as how the price was still below what the airline was offering, she made the additional payment. Throughout this process she was continuously told that she would be getting the flight tickets and was sent some e-mails confirming that information. On Saturday the 6th she recieved a phone call from a number originating out of *********** ****. She was informed that she now had to pay an additional $200 per party because the cost had gone up. She stated that she was not going to pay any more money and if they can't stick to their promise that she wanted a refund. She was informed that if she were to cancel, they would keep half of the money because the tickets were non-refundable. Seeing as how they had put her in a tight spot, she made the payment and was told that on Sunday morning she would be getting a confirmation. Sunday came and went and she called multiple times throughout the day and was getting passed from one person to another or told they would call her back. They are saying that they are willing to process a refund but that they will keep $150 for fees. This company is a fraud. Fake advertising and fake locations.

  Business response

  07/14/2024

  Dear *******************************,
  Thank you for reaching out to us regarding your recent experience with PCM Travel Agency. We apologize for any inconvenience and frustration this situation has caused.
  To assist you further and address your concerns promptly, we kindly request that you provide the following information:
  Booking Reference Number: This will help us locate your booking details in our system.
  Registered Email Address: The email address used at the time of booking.
  Once we have this information, we will be able to investigate your case thoroughly and work towards a resolution.
  We appreciate your patience and cooperation in this matter. If you have any additional information or questions, please do not hesitate to share them with us.
  Best regards,
  PCM Travel *********************** Team
  Email: ******************************************************************
  Phone: ***************

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Has a SW ticket for June 8 and there was a ground stop in ******. I called SW to cancel trip as I had booked a flight out of **************. The agent said he could get me a cheaper flight out of GJ as a partner *******. He cancelled my original flight at $570.00 and booked the same flight for $455.00. He charged my CC and stated my refund would appear in the next 3 to 5 days. I have no refund. The phone number and name of agent I was given was ********************* and *******************. I want my refund of $570.39.

  Business response

  06/14/2024

  Dear ***********************,
  
  We have received your complaint regarding the refund for your Southwest ticket dated June 8, 2024. We apologize for the inconvenience caused by the ground stop in ****** and the subsequent issues with your booking and refund.
  
  Our records show that your original flight was canceled, and a new flight was booked at a lower rate. The Airline credit was supposed to be processed within 3 to 5 business days. We apologize for the delay and any frustration this has caused you.
  
  Unfortunately, due to recent policy changes, the process may have been affected. We understand that you attempted to reach out to the agent, *******************, at the number provided but were unable to connect. We have informed ***** of the situation and provided an alternate contact number for further assistance.
  
  Please reach out to our customer service team at the following number: ***************  or reply to this email for expedited assistance. We are committed to resolving this issue promptly and ensuring your satisfaction.
  
  Thank you for your understanding and patience. We look forward to resolving this matter quickly.
  
  Sincerely
  ***********************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  These people are scam and charges me 1598 dollar and never issued my airline ticket. I called them more than 6 times and they kept making excuses that my fare is special. They kept trying to push further and further. They are denying to issue my ticeky or to refund my money. These people should be jailed and banned

  Business response

  06/13/2024

  Dear Sir/Madam,,

  Please share the payment screenshot where card was charged ticket not issued. I could not locate your reservation as screenshot given by you is the cancelled reservation due to payment not completed. 

  I will wait for your response

  Regards,

  ***********************. 

   

   

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 1 2024 I was calling jetblue for arrangements for a flight I called ************* in put on hold when gentlemen came on i asked him was he jetblue and said yes i told him was having making my flight arrangements he said he can help and asked for jetblue card # and password said his name was *** and he gave his ************ in case we got cutoff then we were cut off apon calling him back I was told he on another line and may I help you he then asked for my card number and to proceed taking my reservation request I then received a call from ******* Bank about charges that were being charged and asked if authentication of two charges one for ****** and the other ****** I replied no he then said I would charged ****** and another charge of ****** I then told him no I wanted to use my trueblue points and Informed me that we were going to ****** points with a combine cash payment of ****** this company has a f rating and is known for scaming they misrepresented themselves

  Business response

  06/05/2024

  Dear BBB,

  Thank you for bringing this matter to our attention. We would like to address the concerns raised by ********************************* regarding her recent experience with our company.
  

  PCM Travels maintains transparency with our customers. During the authorization process, customers are informed about our company name, and all transactions reflect our name, ensuring no misrepresentation.
  

  ************************ flight reservation is active. We have attempted to reach her multiple times but have only reached voicemail. We encourage ******************** to return our calls for further assistance.
  

  As per our policy, the booking is non-refundable. Should she wish to cancel her reservation, no refund will be issued.
  

  We assure the BBB and ******************** that PCM Travels operates with integrity and transparency. We remain committed to resolving this issue and are available to discuss any further concerns.
  

  Thank you for your understanding and cooperation.
  

  Sincerely,

  ***********************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was scammed i never got my eticket and was told they have no flight booked at all with them

  Business response

  05/20/2024

  Dear BBB,
  

  We appreciate the opportunity to address the complaint filed by ********************* regarding her flight reservation.
  Customer Information:
  Name: *********************
  Address: **************************************
  Daytime Phone: **************
  Email: **********************
  

  Complaint Summary: ********************* booked a flight reservation scheduled for 20-May-2024. Due to security reasons, the payment made on 19-May-2024 was not verified and fully authenticated. Consequently, the ticket was never issued.

  Resolution Provided: Upon identifying the payment issue, we promptly processed a full refund on the same day (19-May-2024). We informed ************ that the ticket was not issued and no amount would be reflected in her account.

  We regret any inconvenience this situation may have caused ************. Ensuring the security of our customers' transactions is our top priority, and we took immediate action to prevent any potential issues.

  We believe this matter has been resolved fairly and transparently. Please let us know if further information is required

  Sincerely,

  ***********************

*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. ↩