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:23/01/2023

  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.

  I booked a trip to Cozumel in August ‘22 for travel in December ‘22.
  Fortunately, or so I thought, I purchased trip cancellation insurance.
  
  I ended up having to cancel in November. Therefore , I’m supposed to receive the full amount paid, less the insurance cost of $99 per ticket plus a service charge of $65 per ticket.
  To date I have not received anything. When I canceled they did tell me it could take up to 8 weeks for a refund. I wasn’t happy about that as I feel like I should have been told this when I purchased the insurance.
  
  
  Well, it’s been over 8 weeks, and now it seems I’m getting the runaround.
  I just spoke to an agent who told me it’s all in *** ******’s hands. Great. Ok, well this may be true, however it’s still a reflection on Trip central because they are selling their (*** ******) vacations.
  
  This particular agent went on to tell me that she helped a client who waited 9 months during pandemic for a $12, 000 refund!!! And that it was in the media too! Really?
  I’m not sure what her goal was telling me that. As if that’s supposed to say to me , well my situation Isn’t so bad then. Ugh!

  

  Business Response

  Date: 25/01/2023

  Dear Valued Client , we do appreciate your comments. We are sorry that you have frustration regarding how long a refund is taking. We share in your frustration and agree 100% that it should not take this long for our tour operators to complete the transactions. They have told us that the refunds are taking up to 8 weeks and sometimes longer .This is why we advise our clients at the time of processing that it can take a while. We have contacted the suppliers and they are aware that it is taking far too long. All we can do is ensure that our , tripcentral.ca, part is completed. We have done our due diligence and ensured that the file is cancelled properly to put the refund in the tour operator que and we have issued you our client an invoice to reflect that we have pushed the file thru to be refunded. Upon looking at your file I see that our agent has advised you of the time it takes to get a refund as well have have address the file with our customer service team . We are working to have the tour operator try to process your refund quicker for you but in the end it is up to *** ****** Vacations to complete the transaction for us and you our client. We apologize and know that this answer is not what you want to hear . You are entitled to comment on your disappointment on the service and we have tried to explain that truly this is something we hope our suppliers are able to modify so that our clients are not waiting weeks and months for a simple refund. I will send our sales representative at *** a note today to let them know as well the frustration both our clients and tirpcentral.ca are experiencing due to the delay in the refund process. Again we thank you and please know that we do not take your comments lightly and we are trying to improve in all regards. We look forward to having you as a client again in the future. Kindest Regards, Customer Service Team , tripcentral.ca 

• Initial Complaint

  Date:05/01/2023

  Type:Billing 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 booked a trip through Trip Central using an agent by the name of Jarius. The biggest issue I have experienced is a lack of communication from him overall. Specifically, the communication regarding a resolution to the fact that I was double charged for the final payment amount for my trip. I received a link from Trip Central stating my final payment was a certain amount, I paid that. Then days later, past the final due date for the trip, I received a second final payment link for a smaller amount. After doing some math, I realized the first "final payment" amount was incorrect and I did in fact owe that second amount. So I used the link and paid it. That 2nd final payment was taken from my credit card twice. That was done on October 2nd and I have been waiting on a response to either one of my 2 emails or 1 phone inquiry requesting my refund. I have received none. I have attempted to speak with other representatives at Trip Central but they have not returned my calls either. I was informed by one rep that *** ****** is the one that must issue the refund but as my travel agency, is it not their job to facilitate communication between myself and **? The over charge/ duplicate payment is now incurring interest (for 2 months) and I am still an unaware of when I will receive this refund or if ** is even aware of the issue because no one will return my emails or calls. I am at a loss as to what to do and in my last email, I informed Jarius that if he did not provide me with a response to my inquiry, that I would be reaching out to the BBB for assistance.
  With respect to the lack of accuracy and service, I would like to note the following: My seat selection was not taken care of and I had to use another agent to get that done, my inquiry regarding why my final payment amount was not correct the first time was never answered, and as noted above... my 3 inquiries into the double charged final payment has yet to be answered (waited 12 weeks so far from initial email).

  

  Business Response

  Date: 06/01/2023

  Dear Valued Client . Thank you for your email. We have looked into the file and have found that the correct amount , payment , for the vacation booked , has been applied. If the incorrect credit card was used then we will have to review that together so hoping to be able to connect with you to do so. Once we have discussed the fine details of the reversal of the charge if needed then we will facilitate that with *** ****** and yes they do have a longer then usual time frame to process refunds. We will try to expedite this as quickly as possible .

  For the agent responsiveness we do apologize for the lack of communication . Our agents are very busy and while it is not how we want to do business until we hire more staff we will be encountering these sorts of situations. This is not our usual business practice and we are making efforts to free up our agents to allow them more time to be more efficient and available for our clients. We are hiring  more staff to join our team , in hopes this will allow our agents to improve their responsiveness.  
  
  Having said that,  your file has been personally discussed with the agent handling the file and immediate manager who will discuss your concerns with him . 
  We would like to extend an apology on behalf of tripcentral.ca for the lack of communication and confusion with our final payment link and payments applied to your file .

  We will reach out to you to discuss this further. 

  Kind Regards, 

  Customer Service Team 

  tripcentral.ca 

  ak 

   

• Initial Complaint

  Date:22/12/2022

  Type:Customer Service 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 first problem accused after we decided on a trip with was advertised for a specific price and then it was suddenly $150/person more expensive when we got to the payment page. Such business practices should not be allowed and I think this constitute a wrongful advertisement.
  
  The second problem was that our return flight was delayed so that we missed our connecting flight. Other passengers received hotel vouchers and said that ours was send to the travel agent. However, we never received this and had to spend the night and following day on a concrete floor in the airport.

  

  Business Response

  Date: 10/01/2023

  Thank you for sharing your comments and concerns about your recent trip with  **** ***  Vacations .   
  We were sorry to hear that you experienced delay as a result of **** *** systems during your trip. We are happy you are home safe and sound and do hope that the vacation was well enjoyed aside of the delay.
  
  Airlines compensate based on the reason why the delay occurred. I totally understand your frustration about being delayed . Here is the link that customers have to fill out as a result of any delay . Please submit to the airline for compensation . Make mention that you did not receive the hotel voucher .
  
  ******* - flights and vacation delays
  
  One form per person not per booking
  
  Mandatory requirements:
  Airline locator
  Ticket number (on boarding pass)
  Passenger names
  Date of affected flight
  Flight number.
  
  
  https://www.***************************************************
  
  Damaged or lost baggage several options they can complete https://www.**********************************************
  
  The airline is responsible to accommodate clients and provide meal or beverage vouchers according to the air passenger rights . Never would tripcentral.ca receive a hotel voucher directly to us when the client is delayed at the airport. We will ask them about this as well.
  
  Are you a **** *** rewards card holder? IF not you might want to sign up for that on the ******* site. If any compensation is granted by the airline they would give it in form of **** *** dollars.
  
  In regards to the price change. When clients are booking on our site initially it is not live pricing we pull from the tour operator system to get the accurate price once we are in the booking screen , where the names , address and payment information is entered . It is at this point that the client must ensure the correct package is selected and verify the final price before purchase . Once the client puts the credit card and the price is booked. That is price . After looking at the accounting on the file booked with us the quoted price on the booking form is the amount we collected. There was no over payment or collection  made. Tour operators control the price of the trip /******** ***********.ca does not manipulate it in any way we just have a two step system, by design, to pull the accurate pricing. 

  We do appreciate your business and want to have the hotel and the tour operator address your concerns.  
  
  Once we receive a response we will advise. Please keep in mind we have to give our tour operator partner time to investigate and most claims are taking about 16 weeks to get a reply back. 
  
  Again, we thank you for your business, and look forward to assisting you.
  Customer Service Team 

• Initial Complaint

  Date:31/10/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 October 22, 2022 my 2 daughters ****** and ***** ***** along with my friend ****** ******. We had a flat tire on highway on way to airport. We had someone drive us to airport and we had 15 min to print off boarding pass. We were able to print my friend and my passes the day before. We tried several times to print my daughter's but they would not load. So we knew we had to do it at airport. An *** ****** employee offered to help at kiosk but was also unable to print it. We then went to the *** ****** desk at which time we were told it was too late. There was 1 hr and 20 min before plane was departing. I then talked with several employees and tried to work it out, tried to get someone to help. Some employees were nice while ithers were ****. A couple employees looked at the information I had on phone and walked me to customer service and said there was no reason that they shouldn't be able to get my girls on plane. They would be able to help. I went to desk and lady was so **** and said too late they are boarding. In this entire time I hadn't boarded the plane nor had my friend. So for 1hr and 10 min I spent crying trying to get them on plane. The trip was paid for . We got on plane and it left about 10 minutes later. I spent first 6 hrs in Bahamas on phone. I was unable to get them on another flight. I was told good luck trying to get a refund. At one point the agent From trip central basically said I was *****. She found it unbelievable that things had happened the way I said. I canceled their room and said to cancel the flight. So now we are out $3000.00. We were unfairly treated. ****** and ***** should have been able to get on that plane. I want to be refunded, and an apology. If I can't get refunded or a voucher for them to go to bahamas. We are planning to use social media to prevent this from happening to other people along with our local news.

  

  Business Response

  Date: 16/11/2022

  We did receive a  call and email to our customer service department and we started a file for the client on November 1st, 2022 to the tour operator and airline AC to find resolution. The claim is in process and the client has been advised on what is occurring and it is still on going. we will reply to the client as soon as we hear back from the supplier. customer service team - tripcentral.ca 

   

  Customer Answer

  Date: 16/11/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:31/08/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 booked a cruise vacation for 02/05/2020 with *** cruise line, booking no XXXXXXXX, paid in full $2,452.42 Can. Because it was canceled due to the Covid pandemic, I opted for a full refund with a voucher valid after Jan 1, 2022.
  On March 30, I received a credit from *** cruise line of $ 1,718.oo.
  As it wasn't the full refund -less $ 734,42 - I contacted many times the customer representatives from Tripcentral asking about the difference amount but to no avail. It's a shame that nobody is able to provide me an explanation about the missing funds as I require my money paid for a service not provided. Looking forward for a satisfactory resolution from Tripcentral representatives.

  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/09/01) */
  Hello *******,
  Thank you for addressing your concern. We understand how frustrating this has been. We can confirm that you have not been forgotten throughout this process. Monday, August 29th, we did have conversations with you and your husband and we explained that this has been directed to upper management with *** Cruises. Our Travel Support Team has followed up with *** with similar files and these are under investigation. An email was sent to you with our contact to keep in touch while we are investigating.
  
  We understand this is not a favourable response, however we are trying our best to find a solution.
  
  As we know more, you will be the first to hear.
  
  Thank you,
  Tripcentral.ca
  
  
  Consumer Response /* (2000, 7, 2022/09/06) */
  This email is regarding to the Complaint case XXXXXXX and to address the resolution of this to my full satisfaction. ******** ****** ), the area manager from Tripcentral-Hamilton did an amazing job by getting me the full refund of a cruise booked through Tripcentral,
  was fast and very attentive to my case. Definitely, she made me confident in considering Tripcentral
  as my choice for future vacations.
  Thank you, ***** for a job well done.