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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:02/27/2024

    Type:Product 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.
    We purchased a one way ticket from travelreimagine and they billed our credit card for $441.98. We never received an eticket, so we canceled the reservation. They canceled the reservation but we have not received our money. We are calling our credit card company to dispute the charge. We just want our money credited back to our card.

    Business Response

    Date: 04/17/2024

    Dear Mr. ********,

    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 $441.98 has been processed to your **** **** ending in ****.

    Please be advised that it usually takes 5-7 business days for the
    refund to be credited to your account, due to the bank procedures. While it may
    take up to 1 billing to cycle for the refund to appear on your statement, but
    the refund will be credited to your account within 5-7 business days.

    Mr. ********, 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 Care
    TravelReimagine.com 

  • Initial Complaint

    Date:02/23/2024

    Type:Customer Service 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.
    This company should not be in business. I have tried to call numerous times to cancel a reservation. They either pick up and hang up on me. Or pick up and say nothing at all. I have called over 15 times in the last 30 minutes. The ONE person who picked up said the line was cutting out and they can’t hear me. They should not be qualified to be in business

    Business Response

    Date: 04/15/2024

    Dear Mr. *******,

    Greetings from TravelReimagine.com!

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

    Please be advised that there
    may have been in a technical issue that our representative was unable to hear
    you. Please be advised that your card was not charged for the reservation made
    by you.

    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 Care
    TravelReimagine.com

  • Initial Complaint

    Date:02/23/2024

    Type:Billing 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.
    had to cancel flight due to medical emergency, found out they did not book or pay for flight. and cant get them on phone but they will chat on line for a dollar and they had the nerve to ask for my ss..

    Business Response

    Date: 04/15/2024

    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 have
    received 2 chargebacks for $299.97 each, 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 Care
    TravelReimagine.com

  • Initial Complaint

    Date:02/21/2024

    Type:Order 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.
    To assist with a family member's medical emergency, I needed to fly from *** to *** on three-days' notice. I thought I was logged into the airline's website but was actually on a third-party site (TravelReimagine.com). I was trying to go through the steps and in selecting a flight, in error hit a late evening flight (10:22 p.m.) instead of a 12:25 p.m. noontime flight. Because of the uncertainty with the family member's illness, I also opted for their "refunded booking" and "purchase assurance" premiums, figuring this would cover me if something came up. Within 2 hours of the booking a family member helped me in trying to correct the situation, as I could not arrive there after 1 a.m. An agent refused to deal with us by telephone to change the flight or refund the money, so we filled out the on-line customer "care" email form, explaining the problem in the timing. No proof of sending it in was provided. Tried again 2 hours later, when I didn't get any email confirmation. Called later that evening and an automated system said I would be called back-didn't happen. Family member called again today, and a very rude woman simply hung up on her because in her records the flight was still open (meaning they ignored our two requests that came well within the 24 hours) but the airlines shows it was cancelled (we had to authorize that in order to book the correct flight). The provisions of the refunded booking program have been totally ignored.

    Business Response

    Date: 04/17/2024

    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 have
    received chargeback for $58.07, 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 Care
    TravelReimagine.com

  • Initial Complaint

    Date:02/17/2024

    Type:Billing 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.
    I purchased a flight for $288 on 1/2/24 to travel on 2/22. This week I was notified that the actual ticket had not been issued and price had gone up. They said they could cancel the original trip and send a refund and reissue a new ticket at new cost of $478. Refund would come in 3-5 days. So like an idiot I agreed. And they charged me the new amount. In the meantime I found I could book on the airline direct for much cheaper. So I told them not to go forward but they had already and of course the new refund would be issued. This time in two billing cycles. I went ahead and canceled that flight and booked direct with airline. Reading other complaints it looks like I was taken along with everyone else. Sad they are allowed to take advantage of people like this. Will report to CO attorney general if not resolved successfully.

    Business Response

    Date: 04/17/2024

    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 $288.20 has been processed to your ****** **** ending in ****.

    Please be advised that it usually takes 5-7 business days for the
    refund to be credited to your account, due to the bank procedures. While it may
    take up to 1 billing to cycle for the refund to appear on your statement, but
    the refund will be credited to your account within 5-7 business days.

    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 Care
    TravelReimagine .com 

    Customer Answer

    Date: 04/18/2024

    Complaint: ********



    I am rejecting this response because:  I did not receive a full refund. I was also charged $267.98 on February 20th by this business in connection with the flight.  I would like this refunded as well. 







    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:02/01/2024

    Type:Service or Repair 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.
    I selected a return flight leaving Atlantic City to Fort Myers in the morning and payed, I got a confirmation email but with the wrong departure time. I called immediately and request the correct flight, the stated I need to pay an additional $300+ to get that flight which was on the site for the exact same price. After about 20 minute I gave in a said I will just take the flight I was booked for. After a couple days I had not received my confirmation. I called and they said the flight was sold out prior to me completing my purchase but if I paid another $200+ I could keep my original flight. ???. I said give me a refund and then he said he made a mistake and I would receive my ticket info in 24 hours. 24 hours later still nothing, called and got the same run around but this time they sent me to a "supervisor" who said the same thing yet again but this time it would only cost $ 100+ to keep the same flight that I payed for originally. I requested a refund and she stated she could only give me a travel voucher for a future trip but not a cash refund. I don't need any travel voucher from their company because I don't ever plan on using them ever agian. Still waiting to talk to someone. I have called back multiple time get placed on hold and then hung up on. DO NOT USE THIS TRAVEL SITE

  • Initial Complaint

    Date:02/01/2024

    Type:Billing 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 Jan. 25, 2024 at 5:05 pm, I bought two one-way tickets through TravelReimaging for a Cape Air flight betweeen Provincetown MA and Boston for $565.99, including $56.09 to make booking ******** refundable. The transaction would not be complete until I received the actual tickets from Cape Air, promised within a few hours via email. My credit card was charged $565.99. I had goten to them instead of Cape Air becasue they pay someone to get accessed first

    The tickets had not arrived by the next morning so I called TravelReimaging just after 11:00 am. I was told that the tickets now cost $600.00 becasue of "dynamic pricing". While I protested that the yesterday's price should have been locked in, I agreed to pay the difference as I was anxious to complete the travel arrangements. My bank initailly declined this second charge but I told it that it was valid. It turned out that they charged me an additional $161.00 on January 26. I have an email saying they were cancelling the $569.99 charge of the day before.

    I now had second thoughts and said that I wanted to cancel the trip as was allowed by the conditions of my original purchase. I was told that that was impossible. The $600.00 purchase stands but I have not received tickets via email and they have not charged by card. This is their booking number ******.

    I called today, February 1, 2024 to discuss this with TravelReimaging. They could do nothing and they hung up.

    p.s. Getting the tickets from Cape Air directly would have cost us about $450.00

  • Initial Complaint

    Date:01/23/2024

    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.
    Bought 2 tickets to Florida and never received confirmation. When I called they doubled the price so u canceled. This was 12/11/23 and was told idc receive a refund on 21-28 days. No refund as of 1/23/24. I've caked multiple times and just given the run around

  • Initial Complaint

    Date:01/19/2024

    Type:Customer Service 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.
    I have been struggling and going back and forth with customer service about getting a possible refund or credit for a flight that was delayed and then cancelled from Hot Springs AR to Dallas TX. Because of this, I missed my connecting flight booked. I have sent more than 3 email and called multiple times since 12/23/2023. I have been given the run around and was told to contact the direct airline. I have contacted Southwest airlines and they have told me that they have put notes about the booking on the account and that we are eligible. TravelReImagine had to contact them for the refund waiver code. I have told them this more than once and have been told I will get a call back, yet I never do. The customer service is terrible, I have been hung up on for asking for a manager and asking to speak with someone who speaks spanish. All TravelReImagine needs to do is to get in contact with the airline via email or call to obtain the code. This has been ongoing since Christmas.

  • Initial Complaint

    Date:01/11/2024

    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.
    i ordered flight tickets - never got my e- ticket on jan 6th canceled on the 7th they sounded suspect canceled according to reimagine they said 48hers to get refund then they said 21 days they will not \return my money i need my 450.00 back asap

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