Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have booked a roundtrip flight from ***********, ** to ***********, *****. Since the initial booking, the flight timing has changed several times. With the timing changes, I have now around two hours to catch the *********** flight. Two hours is not enough time to do all immigration work and board the flight to ***********. I have been calling AlAnita travels since last three weeks to book me on another flight to ***********. Each time I call, I need to repeat why I am calling, and they say they will call me back in 10 minutes. They never call back in 10 minutes. Their 10 minutes translates to sometime in future or never. Once someone called my past midnight. I have repeatedly told them give an update via email if its late night in U.S. Never received a single email response updating the status. One of the agents once told me, if I miss the flight Air ***** is not going to give me another flight for ***********.AlAnita Travels has ZERO customer service. ******************** agents are not trained to take the customers seriously. I have wasted several hours trying to resolve the issue and it is still unresolved.Would appreciate BBB's help in quicker resolution in rebooking my flight from ***** to ***********. My flight is on December 25th. I have paid $5111.50 for flight tickets. Booked the flight on 9/29/23. Flight from MSP is on December 25th and returning from BBI on January 9th.

• Initial Complaint

  Date:09/20/2022

  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 bought 4 flight tickets to india from us for my family and i paid around 5500$, later i paid around 907$ for a date change to Alanita travels. Now the flight (Lufthansa) has changed the date, so i had to cancel the flight as it doesnt work for me. I paid 25$ per person which is 100$ for getting the refund, l got refunded only 5500$, but not 907$, when asked Alanita, they said its non refundable, when i asked for a contract, they show something that doesn't indicate that. I am seeking tha 907$ refund from Alanita travel. When i called Lufthansa, they say they have refunded and its up to Alanita travels. Please find the attachment, on what alanita is claiming as contract. It doesn't say, that they don't return my money on failure to provide their service. Their flight got cancelled, not only i have to pay higher price for new ticket, i loose 907$ to Alanita travels.

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/09/22) */ Dear Better Business Bureau, We are really sorry for the inconvenience caused to the client. In fact the tickets issued are bulk contracted low agency fares which have restrictions on refunds , the amount paid for the voluntary changes will remain non refundable and the same information was notified to the client as per terms and conditions. Terms & Conditions acknowledged by the client : I agree and authorize Alanita Travel to issue the Tickets(s) using the Zelle Payment, I have made. I am aware the charges paid for the purchase are non-refundable. Based on the information provided by the client , we are already working with the airline to confirm the same to see if there is any possibility to get the refund for the amount paid for voluntary changes. We will be in touch with the client regarding this. Feel free to reach us back for any further queries. Thank you, Alanita Travel Consumer Response /* (3000, 7, 2022/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have clearly explained on why i should get my complete refund, not partial refund. They dont answer to my document that was provided as a contarct. All they are saying is non-refundable. Ask them to look at the contarct once again and respond to my complaint. Business Response /* (4000, 10, 2022/09/27) */ Dear Better Business Bureau, We are sorry that the customer is not happy with our response. As informed already, we are working with the airline to confirm the same to see if there is any possibility to get the refund for the amount paid for voluntary changes. We will be in touch with the client regarding this once we hear back from the airline. Feel free to reach us back for any further queries. Thank you, Alanita Travel Consumer Response /* (4200, 12, 2022/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not until they pay the full refund. They can't throw the case on airline. I will accept the resolution only they pay the full amount. Please refer to original agreement attached.

• Initial Complaint

  Date:07/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked the flight with Alanita Travels . We had to cancel the flight with in 10 hours after booking . We were told we would be charges $250 as penalty . We talked to Emirates customer care they said they are not charging any cancelation fee but only Alanita is charging hefty cancellation fee. So i called Alanita and asked to cancel the ticket they said they could not do at the time because resources were unable to cancel. To my Surprise next day they asked me $375 cancellation penality. When i mentioned them i was told $250 for cancellation they said i was wrong they told me $375 . My wife and i were there when they clearly told $250 . I asked them i need to to talk to manager . At this point i felt they are on the run to extort money from the customer. The manager called me after some time and asked me it would be $275 and not $375 it is clear at this point that they want to extract customers money . I agreed to pay $275 and i don't want to deal with the fraudulent company any more. To my shock they asked me to transfer money only through Zelle immediately other wise the cancellation will go to next day and would be $375 . I told them i will pay only with credit card since i paid the fare only with my card . BBB should consider this as fraudulent company and do the needful since the company's intentions are clear . Its extortion company . I want my penalty back which was charged fraudulently.

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/07/12) */ Dear Better Business Bureau, We are really sorry for the inconvenience caused to the client. The tickets issued are bulk contracted low fare tickets which have restrictions on reissues and refunds. In order to submit the refund request all penalties as per the terms and conditions need to be paid upfront. As soon as we get the penalties and cancellation authorization from the client, the refund process will be initiated and until the refund is settled we will be working with the airline. In regards to the payment options for any service request we have Zelle payment and ACH payment options. Please note that the cancellation charges are notified in our terms and conditions prior to the booking process. Cancel / Refund: Penalty(s) for the above ticket(s) may vary from $375 and above; Up to a Non-Refundable status of/per Ticket/Passenger. Refunds may take up to Ten(10) weeks depending on the airline. In this case we were able to get the cancellation and refund done for less than the standard penalties. Feel free to reach us back for any further queries. Thank you, Alanita Travel Consumer Response /* (3000, 7, 2022/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) As we called Emirates they said there is no cancellation fee . Also the prices are same compared to Emirates as well not sure why u r Saying bulk prices when you are stating retail price . You are taking $375 for no reason then. I had to ask seral people every one was saying different amount $375 $250 $275 were common price . I was told initially the price was $250 which itself was exorbitant but when i called after an hour it was $375 ? how come you ask ransom. Please refund my $275 that you charged fraudulently other wise i have to take legal route Business Response /* (4000, 9, 2022/07/15) */ Dear Better Business Bureau, We are sorry that the customer is not happy with our response. Specially discounted agency fares and airlines fares often have different terms and conditions. Based on this case , we verified the details and got to know that one of our new travel consultants quoted the standard cancellation penalties of $375, but later we verified we were able to refund the ticket for $275 which is less than the standard penalties. Please note that the cancellation charges are notified in our terms and conditions prior to the booking process. Thank you, Alanita Travel