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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:12/28/2022

    Type:Delivery 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 purchase 2 tickets to Phoenix Arizona on September 16th 2022 for 335.96!On October 16th I still had not received them. On October 18th I called travel re imagine and they said they would refund me my money because it did not show any E ticket in their system! On October 19th I had to go and re purchase 2 tickets as my flight was the beginning of November! On October 27th I still had not received my money and I tried calling them left a message and got no response I resent an email On November 13th with no response I called on November16 no answer!! I then filed a dispute through my bank which is trying to figure things out with no Luck. On December 7th I called them asking where my refund was they stated they couldn't refund my card so they needed to send me a check and that they would be sending it oou on December 9th! And as of December 28th I still have no money credited to my bank account! Why are these people still in business and being allowed to scam people when you look back at all the Filed complaints that go back to 2021! On December 28th I called there *********** number that I have called many times and spoken to people only 2 times and it just rings and rings and then goes into a recording that says the number cannot be reached ! Hmmmmm!!! I say shut them down!!!

    Business Response

    Date: 02/24/2023

    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 $335.96 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: $335.96

    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

  • Initial Complaint

    Date:12/19/2022

    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.
    Purchased ticket for granddaughter to fly roundtrip on ********* Airlines from Phoenix to Cleveland on 9/25/22. She was stranded at the airport as a ticket was never issued. I paid them on 9/12/22 for the round trip ticket. Booking number was **********. The ticket was purchased on a master card for $410.97. I am still waiting for a refund. Every time I call they say the check is in the mail.

    Business Response

    Date: 02/24/2023

    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 $410.97 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: $410.97

    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

  • Initial Complaint

    Date:12/02/2022

    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.
    I cancelled the ticket august 24th. 1 week before my flight. I got an email saying the money would be deposited in my account in 21 working days. After not receiving the refund after the 21 days I called them.
    They said the refund would be in my account by the end of the week.
    I called the next week and same story.
    I have called several times during Sept and october. In october they said it was moved up to high priority.
    I finally got tired of calling and started emailing them. Same thing on emails.
    They assured me the money would be there in a week. My booking number is ********. Amount of 654$

    Business Response

    Date: 12/05/2022

    Dear Mr. *****,

    Greetings from TravelReimagine .com!

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

    We are issuing a check of $647.36 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: $647.36

    Please be advised that your check will be delivered to you within next 4-6
    weeks.

    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

    Customer Answer

    Date: 01/30/2023

    On or around the first week of august 2022 I canceled a flight with travel reimagine. I cancelled well over a week in advance of the flight date. They sent me an email that stated that my funds would be returned to my account within 21 days. I contacted them several times over the next 2 months. It was always the same story. Just wait a little longer. In november of 2022 I filed a complaint with the better business bureau. On the 12th of december I recieved an apology letter and it stated that I would get the refund by check In the mail between 4 and 6 weeks. The name and address was correct on the email. It has now been over 6 weeks and I still have not recieved a check. Could you please check into this.

  • Initial Complaint

    Date:10/27/2022

    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.
    On October 6th 2022 I booked a flight with the help of travelreimagine. The money for my flight was removed from my account, at the amount of four hundred, twenty-one dollars and nineteen cents change on october 7th 2022. My confirmation number for my round trip ticket was *********** I emailed the customer service that I had received my confirmation number but not my e ticket yet. I got a later reply that was nothing but pictures of logos. I arrive at the airport today and they say I have no ticket and the airliney ticket was through says I do not have a ticket. I called my bank they told me travelreimagine is who took the money out. I called they admitted someone, not me canceled my flight. They assured me I would be reimbursed.. well I have not. I was not notified my flight was canceled. I drove 2 hrs to the airport 2 hrs driving home I took days of from work. This is a scam. It is theft from people its not cool I hope you can shut this operation down! I hope you can financially if nothing else reimburse the victims!!

    Business Response

    Date: 10/30/2022

    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 $421.19 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.com

  • Initial Complaint

    Date:10/23/2022

    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.
    Purchased airline tickets online on June 24th. Reservation #**********. Website failed to mention they are in USD. Website guaranteed 100% refund if cancellation done within 24? hrs.
    When the confirmation came through to my email and I realized it was in USD, I phoned and cancelled. (this was within 1/2 hour or less of my online purchase). I was told it would take 1 to 2 billing cycles on my credit card to see the refund. It has been 4 months and no refund. I call and call and get promises, to no avail.

    Business Response

    Date: 10/27/2022

    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 $570.12 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.

    *** ****, 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: 10/31/2022

    [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. However, considering that they have had my funds since end of June, I am not clear on why this will still take 4 to 6 weeks to refund. I will be pleasantly surprised when the refund comes through.

    If the refund does not come through by the end of 6 weeks, what guidance can you provide me? What are my next steps?

    I highly appreciate your assistance in this matter. Thank you very much.



    Kind Regards,



    ***** ****

  • Initial Complaint

    Date:10/20/2022

    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.
    On August 1, 2022, I purchased a flight from El paso TX to Los Angeles,CA for $345.98,flight #********. On August 10 2022 I found the flight have been cancelled.I made multiple calls to TravelReimagine at ************* and was told I’d receive a refund credit but I never received it. After a number of calls I was reassured the refund would be done to my credit card . Nothing yet ! My last phone contact with travelReimagine was on sept.30, 2022 and was assured a refund had been issue…..however I never received it Today October 20, 2022 I tried calling them again but couldn’t get through …they must have blocked my phone number.

    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 $345.98 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.com 

  • Initial Complaint

    Date:10/18/2022

    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.
    My wife had boked a surprise birthday for me in Nashville (Toronto to Nashville) for July of 2020, but due to COVID, the trip was cancelled and we received a credit (not a refund). We were given until Dec 21, 2021 to use the credit or it would be lost. The credits are for ~$621 USD per person and the New Orleans trip would have been a couple hundred dollars more.

    We booked Toronto to New Orleans on Dec 20th, 2021 for travel this weekend (October 22 to 25, 2022), provided with confirmation emails and even electronic ticket numbers. Our booking reference is *********.

    When I called the Airline, they informed me that the flight time (based on the flight number) had changed and that the travel agency was responsible for informing us, they did not. The airline also confirmed that the flight Airline Locator info was incorrect and the ticket numbers had an extra number in each of them.

    The Airline informed me that the booking appears to be 'made up' and they cannot honor the booking.

    We now have to either book tickets directly through the airline for more than we originally 'booked' tickets for or cancel our trip and cancel our tours and hotels (and try to get a refund).

    This has caused my wife and I immense stress and frustration.

  • Initial Complaint

    Date:10/18/2022

    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 bought a ticket on August 23,2022 from Travel Reimajine. My flight was canceled and since that time , I never been rembourse. They are not pick up phone or reply to email. It’s a scam company.

    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 $1555.88 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.com

  • Initial Complaint

    Date:10/12/2022

    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.
    I booked a flight reservation through Travel ReImagine. The reservation was made with the airline. My credit card was charged for the flight by Travel ReImagine and shortly after that, I checked again on my reservation. My reservation was cancel due to the fact that the airline never received payment from Travel ReImagine. My credit card company is currently trying to get reimbursed for the charge. After all this happened, I've seen more than a few other complaints stating a very similar story. This company is a fraud.

    Business Response

    Date: 10/31/2022

    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 $236.30 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. ******, 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: 11/09/2022

    Travel Reimagine has never sent me the refund that they told your offices they were sending to resolve the issue.  Prior to filing my complaint they told me that they were going to refund my money.  Neither have they done so (over a period of more than two months)

  • Initial Complaint

    Date:10/07/2022

    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 at flight to Michigan in July with Travel Reimagine. My flight was cancelled the week of in August. I was told that I would receive my refund 6-8 weeks via email. When I called to see why my flight was cancelled, the gentleman on the phone told be something a little different saying I’d receive my refund 21-28 days later instead. I waited and never received anything in my account, nor in the mail after about 6 weeks. I called TR and was told it was processed and to wait 14 more days. I did so and nothing. I called back multiple times since then and was told I would receive a call back with more information on my refund. I was told to email their customer service department, which I did multiple times and received no answer. I asked for a confirmation email to show that my refund had been processed so that I could show it to my bank to help find out why the refund wasn’t being processed if it was indeed sent by TR, however they would not comply or would just flat out lie saying someone would send me something after we got off the phone. We are approaching on 3 months now of me not having received my refund and still calling them every few days to get my money back. This definitely feels like fraud and I would really like my money back.

    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 $256.18 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.

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

TravelReImagine is NOT a BBB Accredited Business.

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