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Business Profile

Travel Services

TravelReImagine

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Services.

Complaints

Customer Complaints Summary

  • 105 total complaints in the last 3 years.
  • 22 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/06/2022

    Type:Product Issues
    Status:
    Unresolved
    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 6/19/2022, we made reservations with you to KC, MO for two from 11/22/2022 to 11/29/2022. We were given the reservations account # **********.
    On 8/2/2022, we called you because we had not received an email with the procedures on how to procure the E-ticket. At that time, Ray informed me that we should be receiving the E-Ticket within 24 hours.
    On 8/15/2022, called back as the E-Ticket had not arrived. Andy informed me to wait until end of month.
    On 9/7/2022 I called back to get an update but no one answered. I left a message, no call back.
    On 9/9/2022 spoke with Ray and he informed me that he spoke with his manager and that YOU (TRAVEL REIMAGING) had cancelled the flight and that we should be expecting a refund of $ 778.62 back to our credit card and will send an Email confirming that the transaction had been performed/processed. We were not informed of why the flight was cancelled by YOU.
    We waited but no email arrived, again we called and were told to be patient that the email will arrive soon.
    NO EMAIL OR REFUND was received..
    You debited my credit card on 6/19/2022 for $ 778.62 for the reservations/purchase and still no communication from you. You are earning interest on my money while I am paying high interest on the amount.
    Called again on 10/6/2022 and was told to leave the information and that someone will return the call. Left message, no response from YOU.

    Business Response

    Date: 10/31/2022

    Dear Mr. ******,

    Greetings from TravelReimagine.com!

    Please accept our sincere
    apologies for any inconvenience caused on this occasion.

    Please be advised that we have
    received a chargeback for $778.62, from your bank. The money has already been
    deducted from our business account. Your bank would have either credited the
    money to your account or would be in the process of crediting your account.

    We apologize once again for
    any inconvenience caused on this occasion and hope that you will provide us
    another chance to serve you better.

    Warm regards,

    Customer Service
    TravelReimagine.com

    Customer Answer

    Date: 11/02/2022

    Complaint: ********



    I am rejecting this response because:  As of today, I have checked all the accounts affected and do not  find a credit refund from Travel ReImagine.



    Regards,



    ***** ******

     

    [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  • Initial Complaint

    Date:10/06/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 on March 24 2022 from Bar Harbor Maine to San Antonio Texas on ******** *********Upon showing up at the airport with my son I was informed that I had cancelled my flight which of course I had not. They could see I did have a reservation with seat assignments but they had been cancelled. Since I had taken time off from work, taken my child out of school and had a dog sitter I definitely planned on this trip. I needed to repurchase tickets right then and there. After reaching out to this company via email they informed me they would refund my $763.22 within 28 days. This never happened. I called dozens of times only to be hung up on, threatened or just put on hold forever! I have over 50 emails back and forth demanding my money from these scammers and I always get the same response…please be patient, we apologize, we are working on processing your refund. It’s been 8 months!!! I just want my money back!

    Business Response

    Date: 10/31/2022

    Dear *** **********

    Greetings from TravelReimagine.com!

    Please accept our sincere apologies for any inconvenience caused to you
    on this occasion.

    Please be advised that we are processing refund of your booking. The
    refund of $763.22 will be processed to your Discover card ending in *****

    Please be advised that the refund will be credited to your account
    within 4-6 weeks.

    *** *********, we apologize once again for any inconvenience caused to
    you and hope that you will give us another chance in future to serve you
    better.

    Warm regards,

    Customer Service
    TravelReimagine.com

  • Initial Complaint

    Date:09/27/2022

    Type:Product Issues
    Status:
    Resolved
    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 purchased a ticket 8/24/22 in the amount of $239.20 for a flight to ******* ** from Portland Int'l Airport. I received an email that my flight has been cancelled two days before my trip and would like to know why. I had to book another flight twice the price as it was a last minute purchase. Please Advise.

    Business Response

    Date: 10/31/2022

    Dear Ms. *******

    Greetings from TravelReimagine.com!

    Please accept our sincere
    apologies for any inconvenience caused on this occasion.

    Please be advised that we have
    received a chargeback for $239.20, from your bank. The money has already been
    deducted from our business account. Your bank would have either credited the
    money to your account or would be in the process of crediting your account.

    We apologize once again for
    any inconvenience caused on this occasion and hope that you will provide us
    another chance to serve you better.

    Warm regards,

    Customer Service
    TravelReimagine.com

    Customer Answer

    Date: 10/31/2022



    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.



    Regards,



    ***** ******

  • Initial Complaint

    Date:09/21/2022

    Type:Product Issues
    Status:
    Unanswered
    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 September 9, 2022 I booked and payed for round trip airline tickets for my travel dates 9/22-9/28. I received a booking my number ******** I paid $300.38. My confirmation email stated I would receive an eticket by email within 4 hours. I never received my e-tickets. I sent emails and called several times between 9/10 and 9/20 still I received nothing. I called again on 9/20 and I was told I would receive my etickets in 2 hours. I checked my email and was informed my reservation was cancelled and I would be refunded in 6 to 8 weeks. This occurred within 48 hours of my trip. How am I supposed to pay for my trip without my refund. Please see the reviews concerning this business and revoke their license to operate as a business

  • Initial Complaint

    Date:09/13/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 and this company cancelled the flight with no explanation and refuse to issue me a refund. Although they claim they will refund me it's been ongoing back and forth. I would like a refund back to my account.

    Business Response

    Date: 10/31/2022

    Dear *** ******** 

    Greetings from ********************

    Please accept our sincere apologies for any inconvenience caused to you
    on this occasion.

    Please be advised that we are processing refund of your booking. The
    refund of $514.87 will be processed to your Master Card ending in ***** 

    Please be advised that the refund will be credited to your account
    within 4-6 weeks.

    Mr. Amilcar, we apologize once again for any inconvenience caused to
    you and hope that you will give us another chance in future to serve you
    better.

    Warm regards,

    Customer Service
    TravelReimagine.com

  • Initial Complaint

    Date:09/07/2022

    Type:Product Issues
    Status:
    Unresolved
    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.
    Goodnight,
    My name is ****** ***** this letter serves as a complaint against Travel Reimagine .
    I had went online on Saturday July 30.2022 in order to purchase a ticket to attend my father funeral in Jamaica. The date requested with the travel agency was from September 19. 2022 to October 12. 2022.
    Travel Reimagine took from my account the amount of $680.52 and did not sent me any e- ticket. They sent an email stating this is a confirmation of your booking but this is not an e-ticket as it will follow in a few hours. I waited patiently for 2 days straight and still did not receive my e- ticket. I persuade to call the company and got random customer service agent get giving me the run around that the e-ticket will be sent to me in the afternoon and it went on until I got fedup and ask for my money to be refunded back to my account. They told me my refund will be issued within 21-28 business days (2 billing cycle).
    I am reaching out for help at this time as my back is against the wall because I need to attend my dads funeral and I need my money back in order to repurchase another ticket.
    I have exhausted my patients with Travel Reimagine.
    I had contacted the company this afternoon to get an answer for my refund and now the customer service representative Travis was being very rude and disrespectful and telling he cannot do anything, my refund should be issued within 8weeks, now this was on of the representative that mentioned to me before that refunds are issued within 21-28 business days , I had suddenly reminded him of the conversation we had prior and he hung the phone up in my ears, very disrespectful.
    I am reaching out for help as my dad funeral is finally approaching which is scheduled in Jamaica on Friday September 30.2022.
    It will be greatly appreciated for your help with this matter, I am very stressed and worried at this time. I am already trying very hard on copping with the lost of my dad and dealing with Travel Reimagine adding more stress.

    Business Response

    Date: 10/31/2022

    Dear Ms. *****,

    Greetings from TravelReimagine.com!

    Please accept our sincere apologies for any inconvenience caused to you
    on this occasion.

    Please be advised that we are processing refund of your booking. The
    refund of $680.52 will be processed to your Visa card ending in ****.

    Please be advised that the refund will be credited to your account
    within 4-6 weeks.

    Ms. *****, we apologize once again for any inconvenience caused to you
    and hope that you will give us another chance in future to serve you better.

    Warm regards,

    Customer Service
    TravelReimagine.com

    Customer Answer

    Date: 11/21/2022

    Complaint: ********



    I am rejecting this response because:



    I have not yet  received a refund and I find it very disrespectful for Travel  Reimagine to treat customers  this way.



    Regards,



    ****** *****
     

  • Initial Complaint

    Date:08/19/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 on August 10th departing from Las Vegas to Daytona Beach Florida with *****. I received an email with a confirmation number and it stating that I will get my e-ticket within a couple of hours. I tried using their confirmation number on the ***** website and no flights were found. The first reply I received from the business stated that the e-ticket was already sent, but they would send it again. I never got the e-ticket. I reached out again asking for the ticket information because I needed to upload paperwork for my service animal, I was told I would get an e-ticket before my departure. I called ***** Airlines and found that there was no flight booked in my name. Panicking because I have a job lined up in Florida, I had to purchase another plane ticket with a reputable company. I demanded a refund but I’m being told I will get the refund within 21 days. Firstly, I can not wait 21 days. Secondly, I’m concerned I will never get my refund based on these reviews. I’m requesting help from the Better Business Bureau to get my refund within a timely manner as I paid for a flight that was never booked with ******

    Business Response

    Date: 10/31/2022

    Dear *** ********* 

    Greetings from TravelReimagine.com!

    Please accept our sincere apologies for any inconvenience caused to you
    on this occasion.

    Please be advised that we are processing refund of your booking. The
    refund of $247.1 will be processed to your Visa card ending in ***** 

    Please be advised that the refund will be credited to your account
    within 4-6 weeks.

    *** ********* we apologize once again for any inconvenience caused to
    you and hope that you will give us another chance in future to serve you
    better.

    Warm regards,

    Customer Service
    *******************

TravelReImagine is NOT a BBB Accredited Business.

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