Complaints

This profile includes complaints for Infinity Travels's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Infinity Travels

  17901 Von Karman Ave Irvine, CA 92614-6297

  
• 

  Infinity Travels

  1876 Harvest Cir Tustin, CA 92780-4589

  

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:07/02/2025

  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 cruise from this Company. I was asked to pay $1998.50, almost $2000. The money was not paid to the cruise company, hence the cruise company charged me a fee a part from my $1998.50. Where did the money go? I was trying to call the agent for 2 weeks, but hes not always around. This is a scam. I called the cruise company and said that the ticket provided by ******** is not their ticket. Infinity was able to access my account with the other cruise cruise line. I lost $2000 fro this scam.

  

  Business Response

  Date: 07/08/2025

  Hey there, 
  
  Thank you for your candid feedback regarding your experience with us.
  
  We acknowledge the complexities and inconveniences you had experienced with us. 
  
  To assist you more accurately pertaining to your stated issues, we would like to request you to reach out to our 24/7 support team with your aforementioned details at ***************, sometime soon.
  
  Sincerely,
  The Team
  Infinity Travels

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair 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.

  5/27/25 5/28/25 Called Expedia to explain that my flight was delayed and I missed my connecting flight and I would not make it until the next day . Expedia told me reservation was canceled due to a no show . I truly believed I was speaking to Expedia because they had all of my reservation info . My credit card was charged 510 .00 to check-in the next day . Upon arrival at the hotel I found out that my reservation was never canceled and that infinity travel had intercepted the call pretending to be Expedia . I called them to tell them that I needed my money back because they lied and it was a scam they were running . ******* became irate and told me he would cancel my whole trip . My card was charged twice by infinity travel .

  

  Business Response

  Date: 07/12/2025

  Hi, 
  
  Thank you for reaching out with your experience here at Infinity Travels !
  
  At Infinity Travels, our team is committed to ensuring that all bookings made through our platform are managed securely and transparently. Owing back to the discrepancy that has been mentioned by you, we would like to assist you in the best way possible. 
  To better understand and support your request, we kindly ask that you share the following:
  
  A copy of your original booking confirmation
  Any documentation or communication received from the other party involved
  Transaction records reflecting the charges in question
  
  Once this information is received, we will initiate a full review to determine the appropriate next steps. Our focus is on resolving matters efficiently while maintaining the quality of service our customers expect. Please forward the requested details to ****************************************************************************** or ring us directly at *************** as soon as you can.
  
  We appreciate your cooperation as we work toward a clear resolution.
  
  Regards, 
  The Team 
  Infinity Travels 
  

• Initial Complaint

  Date:05/02/2025

  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.

  March 9, 2025 We had a medical emergency at the departure airport, ***, and needed to cancel our cruise reservation on Mar 9, on the *** Getaway from ***********. *****, my husband, was on the phone with ***, *******************, speaking with **** and then ******* from Infinity Travels. ******* offered to refund his Getaway trip and the refund would go toward a pre-booked trip to *********** in Feb 2026, providing that he paid the above amount from his Visa.Ten minutes later, at 5:10, I called ***************************** to stop the ************** 5:25, ***** called ******* to explain that his wife did not authorize the transaction but ******* said the money is gone and there is no way to get it back.Once we arrived at home from the airport, ***** found out that ******* had cancelled his pre-booked trip to *********** in Feb 2026 and made a new reservation instead with himself as the agent and Infinity Travels as the company name and there is a $2000+ difference from the original booking.***** called Al, our *** agent who originally pre-booked the trip for us to explain what had transpired at the airport, he was confused.This is what needed to happen from now on:Return our money, $4873.00 to *********** with Scotia Cancel the new booking with *******, Infinity Travels Restore our original booking with Al ***** truly,***** ***** 17 update Our credit card was charged $4513.65 and we found out that Infinity Travels booked our cancelled trip again with *** without our consent. This time the travel agent was Cosmopolitan Travels and the agent was ********* and $250 was deposited for the booking.I emailed ********** with the cancellation confirmation, and ****** **** agreed to refund my money in full. This recount is to warn all those who come across companies like Infinity Travels who prey on consumers to get easy money

  

  Business Response

  Date: 05/06/2025

  Hey there !
  
  Thankyou for pouring your concerns here at Infinity Travels !
  
  Infinity Travels stands to be one of the pioneer in the travel domain and we have been gaining the acquisition of the customers over the period of time, through our dedication and impeccable services, from the time of inception. Owing to your situation, it is evident from the records that we have refunded you the amount, as we do believe in maintaining transparency always.
  
  If further you do have any queries, feel free to reach out at *************** as we are available round the clock for valuable customers like you.
  
  Sincerely,
  The Team
  Infinity Travels

  Customer Answer

  Date: 05/06/2025

  Your business model is lies and deceits. You should not be in business.

  

  Business Response

  Date: 05/11/2025

  Hey *****,
  
  Thanks so much for bringing this to our attentionwe truly appreciate you reaching out.
  
  At Infinity Travels, we take pride in being one of the most trusted names in travel. Every booking we handle is done with full transparency and real-time system accuracy, as we always believe in prioritizing our customers. Our team works hard to make sure you get reliable service and clear communication every step of the way. If theres anything at all youre unsure about, our 24/7 support team is just a call away at ***************. Were here to help and make things right.
  
  Sincerely,
  The Team
  Infinity Travels
  

• Initial Complaint

  Date:04/30/2025

  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 3 tickets in March for a family vacation to ****** through *******. I later called Expedia to book our seats on our flight and was told there was a problem and the tickets werent actually there!? (Although I had been charged at the time of purchase) I was then transferred to Infinity Travels however I was never told that I was being redirected to a third party company. This whole time I was under the impression that I was dealing with Expedia. I was told that the only way for them to rectify the issue was to re book the exact same tickets, charge me again and then issue a refund which would take 1-2 billing cycles to clear in my bank account. It has now been passed that time and I have yet to see my refund of $3,100!!! I received an email at the time which documented that I was supposed to get a refund, stating the amount and all details etc. Interesting enough it was signed, the Expedia team although I know realize I was not dealing with Expedia but Infinity Travels. There was a phone nr but to be expected nobody EVER picks up and I have called many times at this point as well as emailed and no reply there ********* filing this complaint to Infinity Travels although I feel that Expedia is also very much to blame as they never informed me verbally or in writing that I was being directed to a third party at any time.I also am appalled that a big company like ******* actually are using shady companies like Infinity Travels in the first place! These companies are completely unethical and scamming hard working people of their money!

  

  Business Response

  Date: 05/06/2025

  Hello *******,
  
  Thanks for taking the time to share your concern!
  
  After reviewing the details you've provided, wed like to clarify a key pointyour booking and payment were originally handled through Expedia, not directly with Infinity Travels. It seems that your interaction with our agency came as part of a third-party redirection, which we were not made aware of on your end, nor were we part of the original purchase agreement.
  
  Infinity Travels is one of the leading global travel agencies, and transparency is central to how we do business. While we regret that your experience has been less than ideal, its important to mention that any misunderstanding about refunds or third-party handling appears to have originated from your communication with Expedia.
  
  We urge you to reconnect directly with *******'s customer resolution team, as any refund, rebooking confirmation, or billing issue stemming from their platform must be processed by them. As per our internal records, we have not received any official booking under your name via Infinity Travels that would align with the disputed amount.
  
  If you have any paperwork that proves otherwise, you're more than welcome to send it to us for cross-verification. You can always contact our support team 24/7 here at ***************, and well be happy to assist in pointing you in the right direction.
  
  We truly hope this matter gets resolved smoothly and swiftly for your upcoming travel plans.
  
  Sincerely,
  The Team
  Infinity Travels
  

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair 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.

  Due to emergency , I had to cancel flights on March 15, 2025 with ************** agent for both of us. We were issued two ** tickets with full credits to be used within one year. On March 16 2025, as I checked with ********* to confirm if we can use the credit on airlines in the *************, I was directed to the Infinity Travels and chatted with agent Nicholai X1409. He assured me that we could use the credits on any Star Alliance airlines , but I need to pay cancellation fee of $2555 for two of us. I did pay in order to have the flexibility to use the credits on other airlines. Now as I try to book flights with credits, I was told that we can only use United! So I have been misled and PAID $2555 for EXACTLY THE SAME TRAVEL CREDITS GIVEN TO ME BY *** FOR FREE ONE DAY EARLIER!! I called several times to request a refund and was told that nothing can be done since I have agreed that Infinity Travels would cancel the flights for us. But the flights had been cancelled by myself one day earlier! When I requested to settle the issue with a supervisor, I was put on hold for ever.

  

  Business Response

  Date: 05/06/2025

  Dear Mr. ****************** you for taking the time to share your concerns! 
  
  Our records indicate that our agent had clearly stated that the issued credits were to be used through the United Airlines website, and were valid for any airline listed therein. This was conveyed during your interaction with our representative. It appears there may have been a misunderstanding regarding the scope of usage, which we regret, though the information shared was accurate and in line with airline policies.
  
  Additionally, we would like to clarify that the booking was not cancelled by Infinity Travels but by yourself directly with the airline a day prior to our follow-up. The credits you were issued came from United Airlines and were fully valid under the conditions discussed. We understand that you later attempted to use the credit with another carrier (*** Air), which unfortunately did not align with the terms of use as outlined. In such cases, the ability to use the credits lies solely with the issuing airlines policy and platform, which we do not control.
  Wed also like to clarify that the cancellation was made by you directly with the airlinenot through Infinity Travels. The travel credits issued were valid and usable as discussed. Your later attempt to apply them to *** Air unfortunately fell outside those terms, which are governed by the airline, not us.
  
  Please be assured that all records and communications on our end are duly documented and transparent. We appreciate your understanding in this matter and trust this will provide the necessary closure from our side.
  If you do have any further issues, do reach out to us at our helpline number, available for you round the clock here at ***************, when you feel like.
  
  Sincerely,
  The Team
  Infinity Travels

• Initial Complaint

  Date:02/20/2025

  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.

  My friends and I reached out to Expedia to change our trip reservation and was directed to infinity travels. They moved the dates for us and charged our cards, but when calling the hotel the reservations were not there. Today we tried calling infinity travels and the phone number we used before told us to hang up because the number we were calling is a scam. This is happening to a lot of people.

  

  Business Response

  Date: 02/28/2025

  Hey *******,
  
  Thanks for reaching out and sharing your concerns with us!
  
  We totally get how important it is to have a smooth and hassle-free travel experience, and were here to make sure your issue gets resolved as quickly as possible. As a trusted name in the aviation industry, were all about providing top-notch service and keeping things seamless for our customers. To assist you better, could you please share your booking reference number or any other details related to your issue? That way, we can look into it right away and get you the most accurate solution.
  
  And hey, if you need immediate help, dont hesitate to call our 24/7 support team at +1-760-999-7119weve got your back, anytime!
  
  Looking forward to sorting this out for you.
  
  Sincere Regards,
  The *************start="950" data-end="953">Infinity Travels
  

• Initial Complaint

  Date:02/02/2025

  Type:Service or Repair 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 flight through ******* for American Airlines. From ********** to ************. I had to cancel the ticket due to medical reasons and gave a call to Infinity Travels. After speaking with them they stated they could give me a 1 time courtesy for a refund. Infinity Travels had me sign a contract (2x) and send them a cancellation fee of 199.86$. A few days after giving them a call to follow up they stated I needed a doctors excuse . Sent that , and they stated the electronic signature didnt count so I had to get a physical signature. Completed that . Waited an additional few more days kept getting messages about my flight still occurring. I gave them a call again (got hung up on 3x when I asked what was going on ) and Infinity travels stated they couldnt refund me my fund of 477.64$

  

  Business Response

  Date: 02/26/2025

  This case has been communicated to the customer as the ticket cost needs to be refunded by airline. The cancellation fee of 199.86$ has been refunded to the customer and as an extended customer service we have got the refund processed by the airline for customer. The refund amount should reflect in customers account by Feb 28, 2025 and this has been confirmed by the airline in writing. We are in constant touch we customer and she is updated with the latest status of the case.  

• Initial Complaint

  Date:01/25/2025

  Type:Service or Repair 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.

  **********************. Set sail on Jan 6 - my son fell and had an open wound on the ship went to the doctor on board and they discharged us, they said the company would refund me in full. For my son, I paid ******* places ****** for exercusions and key. I reached out to them after my son got out of the hospital to tell them what happened, I emailed the cruise documents as I was told and requeated a refund. This all started on Jan 11. my agent **** ******, said he would look into it. He finally said he could give me a refund for my sons exercusions and the key which would be ****** and he raised the refund no refund happened. I asked again about the fare and no response. After many emails and calls, they said they would refund me just the taxes of hia fare. Which made no sense and gave me no explanation, ******. I would get this refund within 48/72 hours. I asked for an explanation of why I would not get a full refund. No response. It is beyond frustrating, my son had surgery. I just want a refund. It was a medical emergency and the medical staff on the boat discharged us and promised a full refund.

  

  Business Response

  Date: 02/28/2025

  Hi *****,
  
  Thank you for reaching out and sharing your concerns with us. We truly appreciate your patience and the opportunity to assist you.
  
  As a trusted leader in the aviation industry, we are committed to providing exceptional service and ensuring that all customer concerns are resolved with efficiency and care. In order to address your specific issue with accuracy, we kindly request you to share your booking reference number or any other relevant details. This will allow us to investigate the matter thoroughly and offer you the most precise resolution.
  
  Additionally, if you require immediate assistance, our dedicated customer support team is available 24/7. Please feel free to contact us anytime at *************** for prompt support.
  We look forward to assisting you and ensuring a smooth resolution to your concern.
  
  Sincere Regards,
  The *************start="1015" data-end="1018">Infinity Travels
  

• Initial Complaint

  Date:11/12/2024

  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.

  The transaction date was 11/08/2024. I paid $1260.04 in two transactions through my credit card. One transaction of $940.04 to *************** which purchased a drink package for a cruise and that was correct. The second charge was to Infinity Travels for $320 and the agent ******* ***** stated it was for gratuities and taxes. I argued with Mr. ***** for half an hour that this was not right and even accusing him of ripping me off. I asked Mr. ***** if Infinity Travels was a party working with Royal Caribbean and he answered yes. I repeatedly told Mr. ***** that I believed I was being scammed and he denied it. I was frustrated and had other things to do so I agreed to this known it wasn't right. I did the math an hour later and knew it was a bad deal. I then called Infinity Travels back up and asked to cancel everything and was hung up on twice. I then called Vacations to Go (where I booked the cruise) and they canceled what Infinity Travels did and rebooked it the right was. Please note attached documents: circled on the Infinity paperwork is what I was charged by Infinity of $1260.04. And on the Vacations to Go paperwork is the correct amount of $940.04. The $940.04 is the price of the drink package plus gratuities minus onboard credit of $150. Infinity took the onboard credit but did not subtract it. I really knew something was not right when Mr. ***** asked me for the cruise reservation number but didn't know many details such as my credit card on file. I was so dumb, and Mr. ***** was so conniving. I'm only out a couple hundred dollars but please stop this Company from taking money from others. Thank You very much in advance. ***** *********

  

  Business Response

  Date: 11/15/2024

  Dear Customer,
  
  Thank you for pouring your concerns to us!
  
  Being the leader of the aviation industry, we are glad to resolve your stated issues.
  
  To provide you with the most accurate and up-to-date information about your stated issues, we kindly request that you please provide us with your booking reference number or any relevant details related to the same. Should you require assistance, our 24/7 helpline at *************** is always available to support you.
  
  Sincerely,
  The Team
  Infinity Travels

  Customer Answer

  Date: 11/15/2024

   

     Hello,

       I'm not sure what the exact response meant from Infinity Travels.  I'm thinking Infinity Travels is dropping the $320 that I was intentionally overcharge.  This is indeed a scam crime but what do       I know as ethics nowadays don't mean much.  Infinity Travels need to be held accountable for their deliberate actions.  I told Mr. ******* ***** several times that I believed he was scamming         me, and he denied my allegations. Furthermore, Mr. ***** was absolutely wrong when he stated that the $320 was for gratuities and taxes as these were taken out of the monies sent to               Royal Carribean.  So, with that being said, do I get the $320 back.  

     Sincerely,

     ***** *********

  

  Business Response

  Date: 11/18/2024

  Hi *****,
  
  Thank you again for pouring your concerns to us!
  
  In order to arrive at an instantaneous solution to your given issues at the earliest, we would like to humbly request you reach out to us soon at our 24/7 helpline at *************** as we together can bring a mutual solution for the same.
  
  Sincerely,
  The Team
  Infinity Travels

  Customer Answer

  Date: 01/03/2025

   

   

         Madam or Sir,

         This situation just hurts me as I believe and with a high degree of certainty was intentionally violated, scammed and cheated.  It's not right for corporations and companies to do business as usually with no ethical concerns to society. 

          An actor for Infinity Travels down right lied to me trying to steal money and he said he's name was ******* *****.  If I was to something like that I'd go to jail and get fined.  Is it that the greedy capitalist can get away with egregious

          things without consequences?  I did get my money back but don't want my brothers and sisters getting taken advantage of.  It's up to the BBB to do what they do to make things right.  Sorry Infinity Travels but you must act 

          responsible to society.  

   

   

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair 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.

  Complaint re: Infinity Travel 2024 Re: Credit Resolution of $400 Summary In February of 2024 we purchased tickets through Infinity ************** for a 4 person Europe Trip Flight from ****** ** to ********* returning from ****** to *********. The ticket purchase in Feb was an exchange from a prior purchase and in this transaction we had to pay an additional approximately $1000. However it was our choice to do so. To make the ticket purchase more doable Infinity Travel promised a ticket voucher of $400 that we could use at our discretion anytime in the year to come. We were troubled to lose the $1000 but due, in part, to this voucher promise we went ahead with the purchase and took the Europe trip in May 2024. Since our return I have phoned Infinity Travel to use the voucher. ****** was the representative who helped us with the original purchase. We have also spoken with ****. Each time we have phoned we have been told different things. First the voucher has already been used (it has not we have not traveled since our May Europe trip). Second, the voucher is only for overseas not domestic travel. Third, the voucher must be used in the purchase of 4 new tickets not as credit for any single ticket or general credit. The attachment explains Infinity Travels disregard for their "voucher" as well as their refusal to engage the matter whatsoever.