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Business Profile

Travel Agency

Big Ben Travel

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Agency.

Complaints

This profile includes complaints for Big Ben Travel's headquarters and its corporate-owned locations. To view all corporate locations, see

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Big Ben Travel has 2 locations, listed below.

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    • Big Ben Travel

      920 36 St NE Calgary, AB T2A 6L8

    • Big Ben Travel

      110 920 36 St NE Calgary, AB T2A 6L8

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:06/03/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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, a group of 23 people booked a trip to ******, ****** with Big Ben Travel in *******.The trip was through Sunwing and the date booked was on Nov 8, 2023. We all put a deposit with *********************** (owner) and the booking number provided at that time. Travel days was supposed to be from April 02 to April 09, 2024, however, due to some reasons the owner failed contacting us about the due date for balance payments. SunWing cancelled our trip because the due date was over. We all booked time off work and were excited to go. Now we all left with disappointment and only apology for refund. We are very upset of how this company runs their business. Please help us resolve and get the right solution. Many Thanks !

      Business Response

      Date: 06/03/2024

      I have given an alternative option with a simimlar hotel or better but they only wants to go with that hotel, as i have explained them this this the first time i have this situation occured during my past 39 years in business, and because sunwing is bought by westjet so their poculy has changed, neverless the sunwing represents should have called us instead of email for notification to cancel , i cannot understand their new polillcy i felt so bad that i have lost this business which could be prevented just in 1 simple phone call 

      Business Response

      Date: 06/03/2024

      I have given an alternative option with a simimlar hotel or better but they only wants to go with that hotel, as i have explained them this this the first time i have this situation occured during my past 39 years in business, and because sunwing is bought by westjet so their poculy has changed, neverless the sunwing represents should have called us instead of email for notification to cancel , i cannot understand their new polillcy i felt so bad that i have lost this business which could be prevented just in 1 simple phone call 

      Customer Answer

      Date: 06/03/2024

       
      Complaint: 21391059

      I am rejecting this response because:

      Big Ben Travel has only offered one hotel at a lower rating not the same grading as one we booked originally.  In addition, Not only we waited for deal and specifically booked this particular hotel. There is a reason for that we wanted to resume our past memories being there.  This has became impossible and also due to the number of people in this group may not always be able to meet up. Therefore, leading difficulty and disappointment for all of us.

      As far as business between SunWing and Big Ben Travel they needed to settle themselves.  However, from source we found out even SunWing and Westjet merged business, their policies and operations have not changed.  Agent needed to stay on top of things especially related to their own business.  Anyhow, We as customers should not be caught in the mid of it and be suffered because of someone's irresponsibility.

      At this end, since Big Ben Travel not able to rearrange our trip this time, We have the right to ask for compensation for future credit or voucher to use when deal become available  with this particular hotel again.


      Sincerely,

      Fun Zone

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