Reviews

Review Details

• Review fromJocelyn T

  Date: 15/11/2024

  1 star

  Jocelyn T

  Date: 15/11/2024

  We had a botched vacation purchased through Tripcentral, which was a ******* product. Just about anything went wrong during that week, especially cancelled/rebooked flights from ******* to a DIFFERENT airport..
  Unfortunately, a Tripcentral Customer Service (******* *.) was useless in helping out and even accused me of lacking respect to their agents??
  NEVER again Tripcentral.
  

  tripcentral.ca

  Date: 19/11/2024

  Hello,
  This is ******* again, and I’m writing to clarify and provide evidence of the disrespectful tone and conduct you’ve directed toward us while we were trying to assist you.
  Below, I’ve included specific examples of your messages that were sent during our attempts to address your issue, but before that, I will review this case so that the BBB and its reviewers have a clear understanding of what truly happened, enabling them to assess the situation and make an informed judgment.
  First of all, as mentioned numerous times, when your flight was redirected from another airport, this was entirely the airline’s responsibility and not related to Tripcentral. However, we still apologized several times for your inconvenience. You booked your trip online and you chose ******* package; and then labeled both ******* and Tripcentral as **********.
  Your flight occurred on November 9th, and *****, one of our agents, reached out to you via email on November 10th and left a voicemail the same day to discuss the matter. Following that, additional emails were exchanged on Nov 13th, during which ***** informed you that your complaint had been forwarded to our customer service department. She remained in touch after 2 days and kept you updated until her last email exchange with you on the same date.
  During this time, when she explained that your file was escalated to customer service, you responded :
  "It has now been 4 DAYS since I contacted you regarding this botched vacation sold by Tripcentral. The best that you could do is to "pass the buck" to another department. *******'s use ********** manipulation of their passengers and I am starting to believe that you are also complicit to this."
  When I took over your file on Nov 14th, after my off days, I explained how these situations typically work, detailing the airline's responsibilities versus those of a travel agency. While we exchanged emails (since you prefer not to discuss over the phone, which could have expedited the process), I went over all your questions and answered them patiently, and when it was necessary, provided further explanations and supported links. I offered to consolidate all your emails, along with my report, and submit them to ******* to pursue compensation on your behalf. When I requested to send us photos related to your story, (as you stated you have), to include in my report, you replied with the following thread:
  "What I demanded before (and redoing so now) " and " I do not fully trust your intervention that way, sorry. Plus I think that a reputable travel company (are you?) should stop selling these packages involving *******, until *******/******* *** ***** ***** *********"
  Since you expressed distrust in us, I provided you with the contact links for ******* and *******, so you could communicate with them directly. And then you quoted: "Your response is ******** and you still have NOT provided me with any EMAIL addresses for *******, the least you could have done."
  Regarding your demand for a direct email address for ******* or *******, there is no email address to contact any Canadian airline for customer service purposes. The forms and links we shared with you are the standard tools we have been using successfully for years.
  At this stage, we believe it’s in the best interest of both parties that you do not pursue further inquiries with Tripcentral.
  Thank you for your review
  tripcentral customer service
  JB

• Review fromNethaniah V

  Date: 08/11/2024

  5 stars

  Nethaniah V

  Date: 08/11/2024

  Our travel agent is ****** ** ***** and she has been working with us over the past couple of years, ** ******* *** I absolutely love working with ****** she is great with assisting all of our vacation needs.
  

  tripcentral.ca

  Date: 15/11/2024

  Dear Valued Customer , we thank you for taking the time to send compliments about your agent. It is a pleasure to hear when our clients are pleased with the tripcentral.ca experience . We will share your comments with the agent and the team ! Thank you for booking with tripcentral.ca -Customer Service -tripcentral.ca - AK

• Review fromCristian I

  Date: 19/10/2024

  5 stars

  Cristian I

  Date: 19/10/2024

  ***** ********* was very helpful with completing our booking and updating my outdated profile.
  He followed up with all required documentation and with helpful tips for our upcoming vacation.
  Will surely contact him for our next vacation!
  

  tripcentral.ca

  Date: 01/11/2024

  Thank you ******** for sharing your experience! We’re glad to hear Steve provided such excellent support and helpful insights. We look forward to assisting with your future travels!
  Tripcentral Customer Service
  JB

• Review fromMarva J

  Date: 15/10/2024

  5 stars

  Marva J

  Date: 15/10/2024

  I've been booking with tripcental for years now and have always been getting exceptional service. ******* booked my recent trip to *******, Cuba. Told her what I was looking for in a last minute vacation and she was able to pull it off within 2 days of my intended travel. Love the hotel that she recommended. Trip went smoothly. Thanks ******* and Tripcental!!
  

  tripcentral.ca

  Date: 25/10/2024

  Thank you, *****, for your kind words and loyalty to Tripcentral! We're thrilled that ******* could help you find a perfect last-minute vacation and that you enjoyed your stay in Holguin. We’ll be sure to share your wonderful feedback with ******* and her manager—nothing means more to us than making our clients happy. We look forward to planning more memorable trips with you in the future!
  Warm regards,
  The Tripcentral Customer Service Team

• Review fromLisa S

  Date: 12/10/2024

  5 stars

  Lisa S

  Date: 12/10/2024

  ** ******* *** * **** thinking about travelling to Rome, Italy for a week in November. I have booked many trips with trip central in the past and always appreciated their great service and expertise. This time around I was planning to book online with *** ****** *********. I had couple questions about my travel documents so I called ***** ********** who’s been to Rome. ***** was brilliant, she was so polite, kind, caring and extremely helpful, answered all of my questions, concerns. I was so impressed with her service and ended up booking our trip with her. She went above and beyond to help us to prepare for this trip, booked round trip seat selection at discounted rate, sent us links to sightseeing tours, updated our files, added ******** numbers and most of all ***** made us feel at ease. Thank you so much *****.
  Much appreciated!
  

  tripcentral.ca

  Date: 28/10/2024

  Thank you, ****, for your wonderful feedback! We’re thrilled to hear that ***** was able to assist you so thoroughly with your plans to Rome. ***** is one of our most experienced and dedicated agents, bringing both a wealth of travel knowledge and a genuine passion for helping clients make the most of their trips. It’s always our goal to provide a smooth and personalized booking experience, and we're delighted ***** could go above and beyond for you. We hope you have an amazing time in Rome, and please don't hesitate to reach out if there's anything more we can assist you with. Safe travels! Tripcentral Customer Service/JB

• Review fromDaniella S

  Date: 01/10/2024

  1 star

  Daniella S

  Date: 01/10/2024

  ********* ****** ****** (travel agent) was able to present us a few good ideas for a trip- 5 girls in our group.
  We asked to arranged a call all together, to book as a group / ensuring we stay as a group.
  We let her know September 20 was a good day for us all to be available.. after several attempts to reach out through out the day with no luck.. she finally called a few individually.. She booked 2 of the 5-
  one 1 flight departing at 2:30pm resort view / she booked the remaining 3 on a flight departing at 8:30am Oceanview.. Prior to booking i had asked if she would pricematch a great deal ********* was selling.. and she confirmed she would match.. (and well because all our calls were individual we trusted she booked us as a group/ at a deal match) Deposits were given..
  after we all communicated as a group we found that we will be departing/arriving at different times- our invoices did not indicated a price match for the deal I found// when I called the agent back she lied about the group booking saying there was nothing available all together.. and the price is locked in when the deposit is provided.. so we paid over $200 extra for her negligence.. Super disappointed in dealing with an agent and will NEVER use or recommend a travel agent especially TRIP CENTRAL.. I could have done a better job independently.
  

  tripcentral.ca

  Date: 17/10/2024

  Dear Client , we were sorry to hear that you feel the experience was not as expected. Louise is a very professional senior agent and her goal is to provide exceptional customer service to all our clients , that goes for all tripcentrla.ca travel experts. I did do a discovery for you and I see that you and your travelling companions are booked on different durations. This can be the reason why you are booked with two suppliers if the one supplier didnt offer the duration you wanted there would have been no choice but to book seperate. Usually when the trip is exactly the same then the guests would be booked together. I looked at the working file and I see that there were over 20 points of contact between yourself and the agent over a month of planning and pricing to come to a decision , so I do see that the agent did put a lot of effort into help plan the vacation. We do have other agents if you want to give tripcentral.ca another chance to help you in future. We see that the booking is made and we will continue to manage the booking for you until you return. Our goal is to help clients book their vacations and we want to make it a good experience. We will consider your comments and work with our sales team to improve. We also have a customer service team if you need any assistance upon your return you can email us at ***************@***********.ca and we will be happy to assist you. Happy Travels - Customer Service Team - ak

• Review fromR. P.

  Date: 29/09/2024

  1 star

  R. P.

  Date: 29/09/2024

  Problem with *** ****** ********* providing incentives advertised on-line with Tripcentral. Have reached out to both agent and head office for some guidance and after 2 weeks no one has responded to our emails
  

  tripcentral.ca

  Date: 04/10/2024

  Hello Dear Customer ,
  We have just looked to see if you have an existing claim with customer service at tripcentral.ca and we do not. Did you submit something to *** ****** ********* and are waiting for a reply ? Please feel free to email us at ***************@***********.ca what is occurring and we can have a look at your concerns and try to assist. Thank you for booking with ************** - Customer Service Team - tripcentral.ca - AK

  R. P.

  Date: 04/10/2024

  Yes I have reached to both the main office and the agent we booked with and neither have responded to my emails.

• Review fromLorie H

  Date: 04/09/2024

  1 star

  Lorie H

  Date: 04/09/2024

  Customer service after I had booked my travel plans was absolutely atrocious. The agent never got back to me with critical information that needed to be amended prior to departure. When I returned, I promptly wrote to tripcentral to inform them of the sales agents **********. As of this writing, still no response. Never again will I ever use tripcentral or recommend them to anyone I know! **** *** ** * **** ****** ** ** * ********* ** ****** ****** *******
  

  tripcentral.ca

  Date: 09/09/2024

  Dear client,
  We sincerely apologize for the inconvenience and challenges you faced with your booking agent. After thoroughly searching our system by your email address, airline's booking number, and Tripcentral booking number, we were unable to locate any prior communication from you.
  We kindly ask that you send a detailed explanation of your experience to our Customer Service department at [email protected]. Our dedicated team is here to assist, but without direct communication, they are unable to address your concerns.
  Once you submit your letter to the mentioned email address, a representative will promptly reach out to review your case and provide the necessary support.
  Thank you for your understanding.
  tripcentral Customer Service
  JB

• Review fromNellie S

  Date: 22/08/2024

  1 star

  Nellie S

  Date: 22/08/2024

  Pls check ur taxes in each package u guys are added double taxes I wanted a trip alone for a week the taxes where included then as in booking u guys added taxes again neve had this problem now I see it is wrong and incorrect thw balance at the end pls inform urselves
  

  tripcentral.ca

  Date: 30/08/2024

  Hello ******,
  Please be informed that tripcentral.ca functions solely as a travel agency and intermediary, connecting travelers with tour operators. We do not price any packages, dictate tax on flights and tours. Please note that upon booking, whether done online or through our agents, the funds are directly transferred to the tour operator's account, not to tripcentral.ca. (Please check your payment statement). We are not involved in any transactions regarding clients' bookings. Consequently, we don't have access to tour operators' website to increase or decrease price or tax. We want to assure you that our primary role is that of a portal or intermediary between clients and tour operators. We do not directly sell products, nor do we control the offerings, availability, prices, or star ratings of hotels provided by suppliers. The price in our website in NOT OUR PRICE, is what suppliers like *******, *******, etc. dictate through the linked system. Our system is designed to reflect the precise and genuine prices and availability of packages as the suppliers dictate. We are a TICO-certified and reputable travel agency, and what you mentioned does not apply to us. Transportation taxes are mandated by the government, and we have no control over them. For more details, please refer to this link: **************:******************************************************************
  We’ve been in this business for a long time and are one of the largest travel agencies in North America. We kindly ask that you remove your negative comment, as it is not accurate. Thank you
  tripcentral customer service
  **

• Review fromValerie H

  Date: 11/08/2024

  2 stars

  Valerie H

  Date: 11/08/2024

  I am disappointed in response time regarding complaints we had regarding our last trip! It was terrible trip ever experienced last March! I have sent emails lately to follow up with no response at all!! Just terrible all around experience and will not consider using them again anytime soon to book anything and we travel a lot! being ignored is not how you handle issues or complaints!!
  

  tripcentral.ca

  Date: 26/08/2024

  Hello ******* , we thank you for your notes about your complaint submitted to us back in March 2024. We fully agree that you should have had a reply back from the supplier by this time . We submitted the original form for you to ******* ******** on Mar. 07 2024 and then a second form on Jun. 21 2024 and since then have followed up two more times. We need the supplier to acknowledge your claim and reply to your concerns. I assure you that we still have a open and valid active file for your complaint and we have yet again escalated this to ******* for a reply to our concerns. We strive to be professional and do follow up on every concern we receive but in the end we need the supplier to reply to us. We have escalated the claim again today in hopes of hearing back soon and we will advise as soon as we do hear back . Customer Service Team - tripcentral.ca - AK