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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:01/10/2024

    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 purchased a flight on Frontier through this company on 12/13/23. I initially received my eticket and confirmation email however when I went to add a bag to my flight on 1/6/24 on the Frontier app when I inputted the confirmation # it said no flight found. I then spoke directly to Frontier who told me the company cancelled my flight and received a refund in full that was sent directly to them and not refunded to me. They essentially charged me for the flight then purchased the flight on their card, sent me the confirmation so it looked like I had a flight then turned around and canceled the flight and got a refund and kept my money. I’ve reached out to the company with no response. I disputed the charge as fraud with my credit card company and I’m pending their review and now I’m filing a complaint with BBB. Do not buy from this site, after reading other complaints all similar to mine that the company cancels the flights after booking and keeps your money.

  • Initial Complaint

    Date:09/22/2023

    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.
    The travel agent charged me 1120.85 to reserve plane reservations. Then decided to cancel my reservations because I said this better not be fraudulent. He sent me a letter stating he would return my money in full but has not made good on returning the money

  • Initial Complaint

    Date:08/29/2023

    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 book a ticket to travel to Guatemala city, trhou Mexico. After they charged me with my credit card. They never send me the confirmation email they offered. When l call they say that the airplaine spacess were full, and they'll reinburst me as soonest the office routine will do. I'm being waiting for and couple weeks a go a girl called me and say the check will be send it to me. But didn't thats why l'm doing this.

  • Initial Complaint

    Date:06/12/2023

    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.
    On 4/28/23 I mistakenly booked a flight from Chicago to Orlando in the amount of 583.56. I immediately called the company to change the flight to Chicago to Tampa. I paid another amount over $500 for these tickets and was told I would receive a refund for the Chicago to Orlando tickets within 2 billing cycles.

    I called again on 5/26/23, as it had been about a month with no refund. I was told that the refund window still had about 7 business days remaining and that my refund was still processing. I waited beyond the 7 business days and still no refund.

    I called 6/12/23. I spoke with 3 different representatives, who placed me on hold then, after being on hold over 5 minutes, the call just ended.
    I called back a 4th time on 6/12/23 and was informed that my refund was being processed manually and would take 7-10 business days to process.

    I want to point out that the website refund policy states: "You can cancel and receive a full refund within 24 hours of e-ticket. Requests made after that are in accordance with the airline's policy".

    I'm still waiting on my $583.56 refund, which was requested minutes after payment, nearly 2 months later.

    Business Response

    Date: 07/24/2023

    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 $545.54 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 

  • Initial Complaint

    Date:05/12/2023

    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.
    I purchased 2 spirit airlines tickets from" travel reimagined" for $303.10 back in January of 2023. the flight was cancelled and I was told twice that I would be refunded within 6 to 7 days. After I sent an e-mail and 2 additional calls, I still have not received the refund. Any help would be appreciated. Booking reference#is ***********

    Business Response

    Date: 06/29/2023

    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 $303.10 has been processed to your **** card 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:05/05/2023

    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.
    On February 3,2023 I booked a round-trip flight from Ft Myers, Florida to Atlantic City, NJ for 4/26-5/1 for $306. The booking reference number is **********. Around April 6, 2023 I noticed that my flights were no longer on the ****** Airlines schedule. I immediately contacted Travel Reimagine and they confirmed they were canceled. I rescheduled new flights at a cost of $498 and instead of deducting the original cost they were going to mail me a check because the original credit card had to be closed because of fraudulent activity. I was told it would take 7-10 days. Based on what I was told day 10 was April 16,2023 and today is May 5, 2023....18 days later. Where is my money? As of now I definitely would not recommend this company.
    They never notified me of the flight cancelation, they haven't refunded my money, and their customer service leaves a lot to be desired. All I want is what I am owed...$306.

    Business Response

    Date: 05/12/2023

    Dear *** *****,

    Greetings from Travel Reimagine
    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 $306.47 will be processed to your Visa card ending in ****.
    Please be advised that the refund will be credited to your account
    within 7-10 business days.
    *** *****, 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

    Customer Answer

    Date: 05/15/2023

    Complaint: ********

    I am rejecting this response because the credit card that was used originally has been closed. I made that clear on the phone when speaking to a customer service representative when I had to book a different flight. I was told I would get a check mailed to me instead of a refund transaction that wouldn't go through anyway because the account had to be closed due to fraudulent activity. The refund was promised me via a check by mail and that's what I need to happen.Your prompt attention to this matter is appreciated and expected. Thank you. 

    Regards,



    **** *****

    Business Response

    Date: 05/16/2023

    Dear *** ******
    Greetings from TravelReimagine
    Please accept our sincere apologies for any inconvenience caused to you
    on this occasion.
    Please be advised that the refund has already been processed. We
    request you to contact your bank as they will be able to resolve this for you.
    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

  • Initial Complaint

    Date:04/29/2023

    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 return airline ticket to London UK in March 2022 for approx $756 CAD. My original flight left Toronto on May 18/22 and came back on June 2/22. I called back soon after to change my travel dates to May 13/22-May 29/22.
    Travel Reimagine said there was no fee to change dates and I’d have my refund for my original tickets in one week. I never got it. I emailed and phoned them for months but was always told the same thing. The refund would be in my bank in a few days. I did nothing about it because I finally gave up. I saw this today and decided to try again. I don’t have a lot of money and the second flight was charged to my credit card which I’m still paying off. Can you help me?

    Business Response

    Date: 05/12/2023

    Dear *** ******* 
    Greetings from TravelReimagine
    Please accept our sincere apologies for any inconvenience caused to you
    on this occasion.
    We are issuing a check of $566.32 US for the refund of your booking.
    The check is being issued as per the details on the complaint. Please see below
    the details for the check:
    Name on the check: ***** ******
    Address: ** ********* ***** ******* ** *** ***
    Amount: $566.32
    Please be advised that your check will be delivered to you within next 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 Care
    TravelReimagine

    Customer Answer

    Date: 05/13/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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. The problem is that Travel Reimagine told me already they’d reimburse me and never did. Can I believe them this time? 

    Regards, ***** ******

  • Initial Complaint

    Date:04/26/2023

    Type:Service or Repair 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 booked a flight on Spirit Airlines through the website ** ****** ******, aka Travel Reimagine. I did not receive the E Ticket as promised. They will not answer their phone, will not return my calls, and will only say the E Ticket will arrive in 24 hours, then changed to 48-72 hours. It has been since April 16th that I have been trying to get the ticket to no avail.
    Obviously this is a fraudulent company that should not be in any type of business.

    Business Response

    Date: 05/12/2023

    Dear *** ********
    Greetings from TravelReimagine
    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 $233.58 will be processed to your Visa card.
    Please be advised that the refund will be credited to your account
    within 7-10 business days.
    *** *******, 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

    Customer Answer

    Date: 05/17/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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:04/08/2023

    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.
    I purchased plane tickets back in August 2022 for me and my wife traveling to Savanah, Ga. on March 16th 2023 I and got my reference number ********...the cash was taken from my credit card. expecting to see an email regarding checking in for the flight and got nothing..so I call Travel reimagine and they tell me that it was never put threw to the airline. I received an email stating I'd receive my money back but after a month I sill haven't received it....they owe me $762.42...I had to purchase tickets the day before we were scheduled to leave for $1800....there a joke....please help
    my name is ***** ****

    Business Response

    Date: 05/12/2023

    Dear *** *****
    Greetings from TripFront
    Please accept our sincere apologies for any inconvenience caused to you
    on this occasion.
    Please accept our sincere
    apologies for any inconvenience caused on this occasion.
    Please be advised that we have
    received a chargeback for $762.42, 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 Assistance
    TripFront

  • Initial Complaint

    Date:03/28/2023

    Type:Billing 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 booked tickets for a flight for me and my young child, for $475 a month in advance. I received an email 5 days before our flight that it was canceled and would be refunded. I ended up having to pay last minute prices and spent another $800 on tickets, and now we're 7 months later and still no refund. I have emailed and called every week since after the original representative told me it would take 4-6 weeks. I'm still waiting, and paying off the second set of tickets I ended up having no choice but to buy.

    Business Response

    Date: 04/05/2023

    Dear Ms. ******,

    Greetings from TravelReimagine .com!

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

    We are issuing a check of $473.54 for the refund of your booking. The
    check is being issued as per the details on the booking. Please see below the
    details for the check:

    Name on the check: ****** ******
    Address* ** ***** *** *********** **  *****
    Amount: $473.54

    Please be advised that your check will be delivered to you within next 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 Care
    TravelReimagine .com

    Customer Answer

    Date: 04/05/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



    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,



    ****** ******

TravelReImagine is NOT a BBB Accredited Business.

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