Complaints

This profile includes complaints for MyFlightMart.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MyFlightMart.com

  9432 Vernon Dr Great Falls, VA 22066-2227

• 

  MyFlightMart.com

  13800 Coppermine Rd Herndon, VA 20171-6163

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:06/12/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  MyFlightMart.com misled us, misinformed us, and lied to us on multiple occasions including about the difference in the total cost of their tickets compared to the total cost of a comparable *****.*** ticket. We want the $7,814.56 we paid them for 16 tickets on February 11, 2023 refunded, as we could never travel using the tickets they sold us. Lie #1: they said they were with *****.com. Lie #2: they said their ticket prices were lower than *****.com. Both lies were later exposed by ***** supervisor ******. MyFlightMart.com or a friend of theirs used *****s web app to make unauthorized destination, travel dates, and travel time changes to our groups flight itinerary, then tried to hide it by using a fake email address that allowed the changes to go through without notifying my wife, whose email address was given to MyFlightMart.com via the phone during the ticket purchase. When we called MyFlightMart.com about the itinerary changes we heard lie #3: they didnt do it, and they couldnt do anything about it. Note: The only ones with the information needed to make an itinerary change were me, my wife, MyFlightMart.com, and ***** airlines. In spite of MyFlightMart.coms denials, they could never explain why someone who didnt know us would make those changes. Nor could they explain how the person who made the unauthorized changes would have known that my wifes email address was associated with the ticket purchase, so they could create a fake email address that almost looked like hers.

  Business Response

  Date: 06/22/2023

  Dear Dispute Resolution Team,
  
  Thank you for contacting us.
  
  First of all we apologize for delayed response. With regards to complaint number - ********, we extend unconditional apology for inconvenience to ***************.
  
  With regards to complaint, we have been accused for lying about
  1.We are with *****.com
  2.Lower Prices than ***** Airlines
  3. No action taken on change request
  
  Following are the rebuttals for accusations
  
  1.We are with *****.com: -
  We consistently communicate to our passengers that we are a travel agency and not an airline. Additionally, we have provided detailed information in the email sent to the passengers,including the best competitive offer available at that time. Please refer to the attached file for the email in question, where it explicitly states the name of the airline the passengers will be flying with, as well as our website details. It is important to note that the passengers agreed to the contents of this email, which was sent from our domain email and not from the airline's official email address.
  
  Furthermore, the e-ticket email sent to the passengers also clearly displays our website details, and at no point does it indicate that we are the airline.
  
  2. Lower Prices than ***** Airlines: -
  We always offer the best competitive price we can offer at any given point it time. Again, we are quite sure that *************** would have done his research before agreeing to our prices which were best at that point in time. As company policy we make sure that passenger agrees to the price on email before we process the booking.
  
  Again, as airline policy passengers have 24-hour free cancellation window wherein no cancellation fee is charged and full amount is refunded. In the event of a dispute regarding the price, the passenger had the option to decline our offer and explore alternative options that better suited their preferences. However, it is important to note that the passenger did not cancel the booking within the 24-hour cancellation window, and therefore, a refund is no longer available as per the established policy.
  Please see the attached pdf documents wherein passenger agreement is available and we sent e-tickets as agreed.
  It is worth emphasizing that the passenger agreed to the terms outlined in the email correspondence, which explicitly stated the conditions regarding cancellations.
  
  Cancellation Policy
  i) Within 24 hours of booking
  If booking is cancelled within 24 hours of booking it, no cancellation fee and full refund (incase the card gets charged) will be processed.
  ii) After 24 hours of booking and 48 hours prior to flight- Following policy applies
  Ticket is non refundable (Cancellation for refund not applicable).
  Same passenger may be eligible for future credit for ticket amount with same airline. Future credit needs to be used within one year from time of the booking or as per airline policy.
  Future credit can only be used by same passenger and with same airline. In case of rebooking, fare difference may be applicable.
  The policy mentioned above is an established guideline set forth by the airline, and as a service provider, we are obligated to strictly adhere to it. It is crucial to highlight an important aspect of the airline's cancellation policy, which states that after the initial 24 hours following the booking, any rebooking or changes will be subject to fare differences.
  We will again revisit this to elaborate why we could not make changes without fare difference being applied.
  
  
  3.No action taken on change request: -
  We have received a request to make changes despite the fact that the changes have already been made online through the airline's website. In accordance with the airline's rebooking policy, any fare difference incurred is the responsibility of the passenger.
  Despite the changes being made online and the situation having already occurred, we reached out to the airline and were informed that the fare difference to be paid per person is $322.60. During our conversation with the airline, we were made aware that the changes were made online, but not by our organization. Unfortunately, the passenger declined to pay the fare difference, and we are unable to override the airline's policy regarding rebooking. As mentioned in point 2 of our discussion, we were unable to proceed with any changes without the fare difference, despite our efforts to assist.
  We wish to emphasize that our organization did not initiate any changes online on behalf of the passenger. As a professional entity, we prioritize maintaining our revenue and reputation, as any negative impact in this regard can potentially escalate and have far-reaching consequences. Given the inability to identify the party responsible for making the changes, we respectfully decline any involvement or responsibility in this matter.
  
  
  To provide a comprehensive overview of the situation, it is important to note that **************** made a booking with ********** and encountered no issues until changes were made online, which we firmly deny as being our responsibility. However, it is crucial to understand that any subsequent changes incurred charges, and once changes have been made, they cannot be undone.
  
  We sincerely apologize for any inconvenience caused to ***************, but it is imperative to clarify that we cannot be held accountable for actions that we did not initiate. We would like to refute all allegations made and refund cannot be processed as tickets are non-refundable and the passenger was duly informed about all activities carried out, and decisions were made based on the passenger's acceptance or denial of the provided information.
  
  
  Regards
  
  ******

  Customer Answer

  Date: 06/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

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

  
  
  

  Hello BBB Team,

  
  

  Please do not close this complaint without including my response below to the business' response. Last night I rejected their response. I also wanted to respond to their response but didn't see where or how to do that. This morning I spoke with a BBB team member who advised me to send this email to you.  

  
  

  
  

  Having a 24 hour cancellation policy is meaningless when MyFlightMart.com and/or a friend changed our itinerarys destination and travel dates 13 days after the cancellation period.
  

  Like others involved in deceptive practices, MyFlightMart.com can deny their involvement in the criminal activity that occurred on February 25, 2023 as long as they want,hoping that if the lie is told often enough people will believe it. The tickets they sold us became worthless after the itinerary changes were done.

  The irrefutable fact is that on February 25th, the only ones in possession of the information needed to make those itinerary changes were myself, my wife, MyFlightMart.com, and ***** Airlines. Additionally, in order to allow the changes to get processed without an email being sent to my wife, the criminal used a fake email address that closely matched hers. MyFlightMart.com has nothing to say about the itinerary changes, other than denying them because they know who made those changes.

  We have absolutely no reason to believe anything MyFlightMart.com says, and every reason to believe what a ***** supervisor with 17 years of experience dealing with issues like ours told us. That supervisor offered the following explanation for our experience: when ticket prices drop below the price an agency like MyFlightMart.com has charged, they get spooked and think people will cancel their purchase. Because they expect that to happen, they take preemptive action like changing ticketing information. I challenged that statement asking what does the fraudulent company gain, since the tickets had the names of people in our group on them, and you cant board a plane with someone elses ticket. The supervisor responded I was looking at the situation in the wrong light and expecting that it would make sense. The preemptive action, he explained, has nothing to do with making sense or the usability of the tickets. Its about keeping their agent fees, getting you to buy more tickets which we rejected, avoiding a complaint, and avoiding a credit card cancellation of their agent fees. 

  Thank you,
  

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

  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/16/2023

  Type:Product 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.

  On Tuesday, 3/14/23, I "thought" I was purchasing flights for 2 people to Panama City, FL from Norfolk, VA round trip for a total price of $490.28 ($254.14/each). I received a "confirmation" almost immediately after booking. Yesterday, I received an email stating that my booking was not yet confirmed and that I needed to call their number ************. I called the number this morning and was informed that those tickets were not available and that I needed to "upgrade" each ticket for the "same flight" to seats that were $539/each. So, basically I just want to report this website as a scam to "upcharge" you. I don't think my credit card has been charged, however, they have mine & my husband's personal information now including date of birth, full name, and credit card number. I just don't want my personal information nor credit card to be compromised.

• Initial Complaint

  Date:02/24/2023

  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.

  The business, "myflightmart.com" is misleading customers into thinking that extremely discounted flights are available. They act as an intermediary between the customer and the airline and don't charge until the flight is actually confirmed. I received an email immediately stating that my reservation was "in process". When I asked for clarification I immediately received a call from their call center, clearly located outside of the US, and was quickly told that all of the economy class seats were sold out and that price to upgrade to the next option was more than double and even triple what I had made the reservation for. The rep quickly offered to let me look up comparable prices on Delta's website, as if their website prices mean anything to me. I have searched the web for slightly lower prices for the flights I was looking for and nothing was much below $500 each but they advertised them for as low as $298! I can guarantee that these seats at these prices never actually existed, given my experience thereafter. I was not charged but this company is still practicing extremely dishonest practices and using them as leverage to convince customers to purchase much more expensive seats, even much more than those offered on the mainstream flight brokers like ********* and *******. They should not be in business.