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:17/03/2023

  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.

  The date of this particular transaction is: Dec 21, 2020
  The Fees associated was $1,623.64
  The company indicated that **** *** was refunding the funds owed to customers within 6 to 8 weeks. I did contact a **** *** representative who indicated that it would not take that long to process the refund and to circle back to the Travel Agent. The Travel Agent once again indicated that I would have to wait for **** *** as they are the ones who the purchase of the travel tickets were purchased. However, my Credit Card statements clearly indicate that the purchase of the travel tickets were through Travel Fan Service and not **** ***. There are other details associated with this complaint, please reach out to me for further details associated.

  Business Response

  Date: 29/03/2023

  Good day in response to Mr. ******** claim. Fan Travel Services Inc. received payment from Mr. ******** in December of 2020 Covid-19 came and tickets were placed on hold. Mr. ******** was given 24 months in which to travel by **** ***.  In 2022 Mr. ******** decided to utilized the value of the ticket with **** *** and paid the difference in fare and taxes for new date.  At the airport the new flight was canceled by **** *** and Mr. ******** dealt directly with **** *** agent indicating that he would accept a refund and declined the alternate travel date provided by **** ***. in January of 2023 Mr. ******** contacted us with regards to his refund and at that time our understanding was that he was now dealing directly with **** ***. We placed a follow up call to **** *** on behalf of Mr. ******** and was told that he was qualified for a refund and that it would be processed within 6 to 8 weeks by **** ***. I conveyed that information to Mr. ******** who at the time was a bit confused and stated that he thought that Fan Travel had his funds. I explained to Mr. ******** that when travel is purchased all monies are paid directly to the airlines before travel and that his was paid  directly to **** *** in 2020, initial time of booking. Mr. ******* then said he would follow up with **** *** and keep us informed and we in turn agreed to do the same. In March we were contacted by **** *** with regards to a charge back from Mr. ******** while they were processing his refund which resulted in the halting of processing. **** *** indicated that Mr. ******** could not get a charge back and also receive refund for same travel. I contacted Mr. ******* immediately for confirmation and he initially denied receiving any funds. After indicating to him that there was proof of this charge back he then said that the bank might have refunded him because he was broke and needed to access money from his credit card but he was expecting the said amount to be refunded by **** ***. I explained to Mr. ******** that a refund cannot be given twice.  We have been trying to contact Mr. ******* with with regards to how to proceed, will he be doing a charge back for the balance of his refund or should **** *** proceed with refund. Please note fees were waved for initial rebooking however, because Mr. ******** requested a charge back fees are now applicable . At this point we are waiting to hear from Mr. ******** as indicated earlier we are not able to contact him at *** *** *****  Due to his dishonesty the refund process is taking much longer than anticipated.  **** *** denied any record of conversation with Mr. ******** where he was told Fan Travel Services Inc was in possessing of his funds.  All funds are paid directly to airlines upon booking.

  I hope this clarifies any all misunderstanding with regards to Mr. ******** and the processing of his refund. This refund was due to canceled flights due to Covid-19 in December 2020, rebooked for travel in December 2022, refund requested in January 2023.

  Please feel free to contact us if further information is needed.

  We pride our business on serving customers and have done everything to help speed up the process of Mr. ******** refund by **** ***.

  Sincerely,

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

  Fan Travel Services Inc. 905 239 5055

  Customer Answer

  Date: 02/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  

  In refute of Fan Travel Service Inc,
  Please note that Fan Travel Service Inc is a Travel Agency - and as such all funds for travel with airlines are paid to the travel agency first and the travel agency then pays the airline. All transactions associated with my travel ticket purchases, as my credit card statements can attest, were done so through Fan Travel Service Inc.  ******* was not paid directly by me but through Fan Travel Service Inc.
  I tried numerous time reaching out to Fan Travel Service Inc. representatives and always being told that Fan Travel Service Inc. has nothing to do with the refunds and that I would have to make contact with *******, then I would call ******* and they would advise that as I had not purchased directly from then that the travel agency is the one that I must contact as they would be the ones that would be refunded and if it wasn't received that they should be making contact through their ******* connections to determine what's going on with the refund.  The representatives at Fan Service Inc was very dismissive of my inquiries and would always say to me that I am the one that needs to reach out to ******* to see the status, if that be the case, why is there such thing as travel agencies if they are unable to assist you when matters as such arise. They (Fan Services Travel Inc.) lacked tact and professionalism in an inquiry.
  After frustrations associated with Fan Service Travel Inc and *******, I reached out to my credit card company and spoke to them regarding the issue, the representative was quite understanding and indicated that they would see what could be done regarding the matter.  After investigating, it was determined that she was able to do a chargeback for the 2nd transaction in the amount of $2573, however because of the time limitations associated with the 1st transaction of $1623.63 this could not be done.
  The representative of Fan Service Inc contacted me asking if I received the refund and how much I had received, she advised that she had spoken to ******* and had documentation that I had received a refund. At that time, I advised the rep that because of not getting any clear answers as to where my refund was, I had made contact with my bank and was able to get a chargeback, the rep asked why I would do that and said that all I had to do was wait.  I then asked the rep about the outstanding amount owing back to me and she said that and now because of this it will be a longer process to receive these funds.
  In the response here, they advise attempting to reach me, however no call or voicemail from Fan Travel Service Inc was ever received.
  The resolution requested is for the amount outstanding of $1623.63 refunded to be that was paid to Fan Travel Service Inc as soon as possible.

  Business Response

  Date: 06/04/2023

  Mr. ********, I am happy that you understands how the system works. We at Fantravel pays the Airlines who in turn provides a service to you. In the same way when a refund is requested the same principle applies. The Airlines need to process that refund then it comes back to us. In your Case the refund process outlined by ******* which was conveyed to you was 6-8 weeks. Your refund process began in January and 8 Weeks would be in March exactly where we were until the discrepancy was found. Now that we have established that you cannot have a refund both ways, we will inform ******* that you will be taking their refund and not that of your credit card company and they can continue processing. We will also inform them to refund to your card  directly  what the remaining balance they have left from that flight. 

  At this point we would consider this matter closed.

  We thank you for Choosing Fan Travel.

  Have a Great day!

  Customer Answer

  Date: 17/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  

  Response to Fan Travel Inc.
   
  Thank you for your response, however I do not appreciate the fact that you continue to indicate that I must deal with ******* to resolve the matter of my refund for services that were not provided. As A Travel Agency, you are the ones that sold me the airline tickets for *******. As mentioned in the previous letter, the transaction was made between myself and Fan Travel Inc. The matter of refunds for this comes from your business as you are the people that I have been dealing with and not to be told by you that that there is nothing that you can do and that I must reach out to ******* myself to address the issue of refund, when they clearly indicated to me that you, as 
  
  the agency where purchase was made must act on my behalf and address the concern, of which you did not.  You continued to deflect me to make contact with *******, that is until there is was a discrepancy associated with your banking and called me to see how much refund that I had received from ******* and was advised by me that I had not received any but did initiate a chargeback from my credit card company as I was clearly not receiving correct information about the process and had no other choice but to take matters in my own hands to address this matter.  
   
  The unfortunate part is that you still owe me for the first charge on my credit card in the amount of $1,623.64.  Until this is paid by you, the matter is not resolved. Once this outstanding amount is provided to me the matter will be closed.  ** **** ****** ** ******** ** * ******** ******* * **** **** ** ********* ** **** ** ******** 
  
  Please ensure to address this matter in a timely fashion as this has gone on way too long.  If this situation was reversed, I am sure you would have taken steps to address ASAP.

  Business Response

  Date: 26/04/2023

   

  Hello Mr ********,

  As outlined in previous communications, funds are paid directly to our Airline partners as in your case *******. At no time money from passengers  belonging to the airline is kept by Fan travel  as per rules and regulations. 

  ******* will process your refund as soon as possible. They usually give 6-8 weeks for this process. Our last follow up indicated that your refund was processed.

  We thank you for your patience.

  Have a great day.

  Customer Answer

  Date: 12/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  There remains an outstanding refund on my account. So Am still waiting for my full refund so I can be done with this. Please and thank you…

  Sincerely,
  
  
  
  ****** ********

   

  Business Response

  Date: 23/05/2023

  Hello Mr ********, As indicated to you by our Agency in December of 2020, due to the fact that you were listed as a "no Show" by the airline who extended as a Courtesy due to Covid to issued you a voucher  for future travel  which attracts a penalty at the time of rebooking. These penalties are non refundable. The value of your ticker is refundable and was refunded.

  As indicated on our invoice a penalty of $200 per traveler is imposed for tickets refunded by the airline. Please let us know how you would like to proceed with payments.

  Thank you in advance.

  Much Regards,

  Fan Travel Team.

  Customer Answer

  Date: 01/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  

  In response to your email regarding the 2020 refund, you are suggesting that I pay a penalty of $200 per ticket. Where is this invoice that you speak of? I was never provided an invoice nor advised of there being a penalty for a refund, you speak of it being a "No Show", how could it be a "No Show" if everyone was being told by government officials and legislated laws advising people not to go anywhere or socialize with anyone anywhere. Fan Fare Travel neglected to provide me with any documentation associated with invoices, delays, refunds, etc. Your only form of communication was verbally via telephone and quite frankly lacking at that. Your communication to me was that once the airline cancelled the flights that I would be reimbursed a full refund, this has not happened. The last posted credit to my account in the amount of $1130.00, this is short by $493.65, it seems that you have already taken $400.00 plus an extra $93.65 from this credit, therefore why are you asking how I will proceed with payment when you have already taken it. In fact, without my authorization and understanding.
  Please refund the $493.65 remaining and don't ask me for any repayment of anything. Please credit the balance of the outstanding $493.65 and be done with you once and for all.

  Business Response

  Date: 06/06/2023

  Good day Mr ******** , ****** *** ******** ********* as refresher with regards to our previous conversation about this matter. It’s was clearly indicated that you has specific time to change without penalty and you failed to rebook within that that and this resulted in penalties. I have **** ******** an invoice which was previously sent to you on Oct 31 2022 which clearly indicated our penalties. We would appreciate if we can give us a time frame in which we can expect payments.

  Thank you.

  have a great day.

  Customer Answer

  Date: 20/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Fan Travel Service said I had two years credit to rebook before that time frame was up, and if I didn’t follow through my credit would of been canceled with no refunds. I rebooked in the time frame that was given. ******* and Fan travel stated I would get back all my money that was paid if they canceled my flight. Which they did.

  I have recordings of both Fan Travel and ******* explaining everything. 
  I don’t owe Fan Travel anything.Because you said it was ******* had my money to refund and I would get in full amount. You guys ****. took money out of my refund without contacting me that I would be charged. 
  Now making fake documents about charge’s fees that u didn’t explained to me. 
  

  I will not asked again. 
  

  Please refund me the rest of my money. Thank you.

  Business Response

  Date: 27/06/2023

  Mr ********, you were never charged without your permission and the balance of your refund was sent to you after the date change penalties.  To accuse us of producing  fake documents and fake communication is absurd. it is an illegal act that we will not be part of.  We have proof of when the invoice was sent Mon, Oct 31, 2022 at 9:30 p.m with all details at the time of rebooking and as you can see the text messages with us informing you of the penalties.   

  At this time kindly  making arrangements with regards to your outstanding fees with us as per our invoice in the amount of $200 per passenger as clearly indicated on our invoice.

  As far as we are concerned the repayment with you Fan Travel and  ******* is considered closed. You were reimbursed with the difference minus your penalties.

  Thank you