Complaints

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• Initial Complaint

  Date:25/10/2024

  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.

   
  Complaint: 22471978
  
  I am rejecting this response because:
  

  Mr. ****** ****** again in her previous statement sent to BBB on October 31, 2024 mentioned the following after long discussion with airline, I was able to get extension for them until Dec, 04/2024. She is claiming we still have credit with ********* until Dec 4th, 2024.
  I am simply asking her to show us proof from ********* that we have credit with them until December 4th, 2024. I am sure she does not have it. She stole our refund money from the airline. This is financial fraud.
  In addition,she is claiming that we still have credit with ********* until Dec 4th,2024. Therefore, we are entitled for full refund because the airline is not flying to **** until January 31st, 2025.
  We simply requesting our refund money that she took in 2023. 

  Sincerely,

  
  **** *****

  Business Response

  Date: 31/10/2024

  This customer bought round tickets for himself, wife and his child On Sep 2022, for departure on 04, Dec 2022 from ******* to ******, by his approval.
  On October 2022 he asked for refund, which there was a ****** CAD Penalty per person involved, and was indicated ni his invoice, originally.
  He was looking for other options, in order not to pay for his penalty. Ireplied, they could have had credit for one year until Dec, 04/2023 including only one time free change and no refund.
  After having enough time to deciding, in end of November he decided to choose the credit option, and I did exactly as he desired.
  On April 2023, he called me and mentioned that his wife si pregnant and they prefer not to travel ni
  2023 and asked for my help. So, Idid my best to protect my client and after long discussion with airline, I was able to get extension for them until Dec, 04/2024, which si one year from last expiry date. During this period, he never approached to book a flight to ****. On August 2024 ,after flights cancellation to **** by the airline, (due to tension in ***********),he called me and mentioned that they are not
  planning to go to **** anytime soon, so can we take advantage of the situation and get our money back. I explained that airline ,posts the cancelation schedule every 10days,so since you have only credit to use with expiry date of Dec,04/2024 ,you are not eligible for any refund.
  Now I have to mention that fi any airline decides not to flight to any area due to safety concerns, their partner airline will take care of passengers with tickets in hand.
  This passenger texted me on What's app to book a flight on Friday long weekend after office hours. We kept InTouch the whole long weekend to find a suitable flight for them, but he did not agree to pay for my service fee for the amount of ******CAD only. At the same time, airline cancelled its flights until the end of Jan 2025.
  Now Iam being insulted and threatened ever since.
  At the end Iwould like to thank you for your concern and would also like to mention that Ihave been in this industry for over 25years,and during all these years, considering all *** and down Ihave tried to maintain my repetition successfully.
  Right now, Iam taking care of passengers who are stranded in the war zone.
  Please feel free to contact me at ************ with any further questions or concerns.
  Regards ****** ****** Aban Tours&Trav

  Business Response

  Date: 13/11/2024

  I believe this passenger is not happy with the choice he made 2years ago, and al he si trying to do is to get the refund.
  He is talking about flight cancellation to ****, but he had enough time to use his credit towards travelling to **** and any other country serviced by *********. He even asked me if he could use his credit for
  Europe, and Ireplied it wil be possible with some condition and asked him to cal me, but he never decided to go ahead. He has been doing business with me since 2019.
  -At the beginning, he threatened me with taking the case to MP office.
  -Then he threatened me with taking legal action by his lawyer.
  -and now, with B office.
  -He has mentioned about other Travel Agencies, which we al know that they are al my competitors, and all they care about is to ruin my reputation and compete in business.
  Ihave received similar complaints about other agencies ni the past ,but my answer is always the same, which si you should bring up your issues with your own agency, since Ihave no idea what type of communication has been going on between you the agency that you work with ,and the airline.
  -this passenger has misled me by providing the name of the new born baby and Imade the reservation for the family of four, as he requested ,and then after confirmed reservation he told me that he does not want to buy ticket for his baby.
  -He also mentioned the starting point of his trip from *******, but change it to ********, and Idid as he requested.
  -Then he sent me other agencies reservation, which was again from *******. So, I changed it again to ******* as Starting point as he desired and this raised the price and this was the beginning of al threats which was mentioned above.
  Itruly do not understand the real reason behind change of mind repeatedly.
  He still has time to use his credit until Dec.04/2024 towards travel to other countries operated by *********, and then from there to ****, by other carriers, fi he really intends to travel to ****. But he missed his chances so far and Ibelieve the true reason behind al playing game is that due to ongoing
  unsafe situation ni ***********, he si trying ot take advantage by asking for money from airline, and this is exactly the chance that he missed in 2022.
  I understand that everyone is under financial pressure due to bad economy, but since the beginning of Covid 19, travel agencies have been suffered from these situations more than any other businesses and we are the front liners when it comes to complaint by passengers who have issues with airlines and we have been trying to satisfy customers to the best of our abilities.
  At the end, I would like to send you an attachment ,which contains a written communication from airline regarding this case.
  Best regards/****** ******

  Customer Answer

  Date: 15/11/2024

   
  Complaint: 22471978
  
  I am rejecting this response.

  We might reach to a solution if Mrs. ****** can answer these two simple questions:

  
  1-Why cant we extend the credit beyond December 2024 since ********* wont be flying to ****?
  

  2-She just wrote in her November 14, 2024 message that He still has time to use his credit until Dec.04/2024 towards travel to other countries operated by *********, and then from there to ****, by other carriers, fi he really intends to travel to ****. Why dont you provide an official airline voucher number or an official airline file number for the credit that I have with ********* as per your text?
  

  Regards,
  
  **** *****

  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 19/11/2024

  Unfortunately it isnt my decision to extend your credit for longer term.
   Voucher always issue by the airline directly, when you  purchase your ticket from their website, which does not apply to your case. I dont believe your problem right now is having the proof of the credit, because I have always mentioned that you do have a credit and you knew the expiry date from the beginning. I have been always available to answer your emails and your phone calls even in the weekend . I believe at least you are agree in this matter.
  Regards ****** ******

  Customer Answer

  Date: 25/11/2024

   
  Complaint: 22471978
  
  I am rejecting this response because:

  
  I request Mrs. ****** to answer my previous questions. I am asking again:

  
  1-Why cant we extend the credit beyond December 2024 since ********* wont be flying to ****?
  
  Note: In your previous note you mentioned it is not your decision. Who is making the decision? Please ask the airline exactly about our credit situation as we still have 9 days (Until Dec 4th, 2024) to buy tickets from ******************* cancelled their flight, and they are responsible.

  
  2-Why dont you provide an official airline voucher number or an official airline file number for the credit that I have with ********* as per your text?

  
  Note: you said in your previous note that I dont believe your problem right now is having the proof of the credit,. This exactly is my problem. If you did not take our refund money from the airline, you need to proof it to me. Send me the file number for that credit. 

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 29/11/2024

  I have already emailed you the proof of your credit on October 10/2024 , exactly when you mentioned that you were trying to get help from MP.
  You also mentioned that you contacted the airline and you were told to contact your Travel Agency. This is how it works when you purchase a ticket through agency , so you cant work directly with the airline . As I mentioned before, there is no vouchers involved when you have not purchased your ticket from airlines website. 
  For the last time I have to remind you that your credit will be expired on December 04/2024.
  
  
  Regards/****** ******