Complaints

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

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  AltosTravel

  11324 Fountaingrove Dr Charlotte, NC 28262-6457

• 

  AltosTravel

  125 Remount Rd Ste C1 PMB 1581 Charlotte, NC 28203-6459

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:06/07/2023

  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.

  On February 26, 2023 I purchased two airline tickets using Altos Travel Agency that I had to cancel due to my wife's medical issues and COVID challenges for which after promptly contacting Altos Travel Agency was told that no refund is possible but that I would be given credit for later use within one year. The total cost was $1458.78 which was split into three charges. Two of those charges were for $468.40 each to ******** Airlines for the flight tickets and the remaining charge of $521.98 by Altos Travel Agency. An irony is that I did all of the leg work using search engines to find the flights I wanted and ended up with Altos when I clicked to purchase the tickets.On June 5, 2023 I contacted Altos Travel Agency to use my $1458.78 credit balance to purchase tickets for the same flight that I purchased in February. I was told that I would need to pay an additional $867.82 for those flight tickets which equates to a total cost to me of $2326.60 for those tickets. That is in spite of my providing screen shots from ************************* Airlines and ******** Airlines reflecting current cost for the flights that I requested in the amounts of $1303.92, $1232.40 and $1029.00 respectively. The agent with Altos Travel Agency indicated to me that the charge by ******** Airlines was not refundable and that I would need to contact the airline directly to attempt to recover that amount.Below is an excerpt from a response to email to inquire about getting a refund of the $521.98 charged by Altos Travel Agency after I purchased my own tickets directly with the airlines.Dear *********************** you are well This is to inform you that yes there was 2 separated charged made by us & as you are saying that why we charged $521.98 instead of $468.40 I am requesting partial refund of $521.98.

  Business Response

  Date: 06/10/2023

  Hi Team,

  Thank you for writing an email to us regarding the customer concern.
  

  We have reviewed the complaint that you have shared with ** and found that we have given the e-credit $1458.78 to customer for one year. Customer wanted to purchase the ticket with ** and there was difference in fare with Airline and we have only requested to pay that amount. however, customer is denying to pay the difference amount with new purchase price.

  I have attached the today's fare details from Airline for customer purchase. if customer have any other option to purchase the ticket for his destination. we will provide the same.
  

  If customer is still want to purchase the ticket with ** we will give the e-credit with amount $1458.78 for an year. Or he can also share the Airline price with ** we will give the ticket after deducting the e-credit and fare difference needs to be pay.

  Thank you,

  AltosTravel

  Customer Answer

  Date: 06/12/2023

   
  I am rejecting this response because: They have not provided any documentation of cost that they claim is justifies the total expense to me that is in excess of $2300 inclusive of my "credit balance" and the additional $857 charge that they claim is required to effect the ticket cost. The below information depicts my cost for purchasing the flight with a few extras not included in that indicated by Altos Travel and is absent of any cost savings that should be realized by doing business with them in the first place.
  

  
  Your trip:
  Confirmation code: YHAFYU
  Trip name: ***/***
  Issued: June 5, 2023
  Status: Ticketed
  Depart
  ***********, ** to *******, **
  Saturday, July 1, 2023
  Flight Depart Arrive Travel time *************************************** Airlines Wi-Fi on-board
  
  Stop: ******* (***)
   1769 ******** Airlines Wi-Fi on-board
  Airbus A320 10:28 AM
  *** 1:08 PM
  *** 2h 40m Economy
  
  Depart
  *******, ** to *******, **
  Saturday, July 8, 2023
  Flight Depart Arrive Travel time *************************************** Airlines Wi-Fi on-board
  Airbus A320 1:44 PM
  *** 4:23 PM
  *** 2h 39m Economy
  Depart
  *******, ** to ***********, **
  Saturday, July 8, 2023
  
  Your trip total Price for all passengers Includes all taxes and carrier-imposed fees;
  $2,006.94
  
  

  Business Response

  Date: 06/20/2023

  Hi Team,

  Just bring into your notice that we have refunded the amount $521.98 and rest balance is pending with Airline as a credit with amount $936.80 for future booking. Now, you may use this ************* from Airline.

  Also, attached the print screen for your reference, it will be credit in your account approx 7 working days.
  

  Thank you,

  AltosTravel

• Initial Complaint

  Date:05/17/2023

  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 used AltosTravel to book cheap flights. As I purchased 2 tickets the amount came across my credit card incorrectly and came across as if I was flying to *****. This must be just the names they use. I could not access the amount again or pull up a screen through their website to see what was going on and to take me back to what was booked. I knew they had tacked on an extra charge as I monitor my credit cards closely. I called them and spoke to one person and then asked for a manager as I became upset. They kept speaking in circles and the gentleman, although I was getting quite upset stated he looks at the amount being charged before he purchases anything as if I was stupid for not looking at the amount. I finally was fed up and advised them that I would be filing a complaint with the BBB. About 10-15mins later I received an email from them stating they would be crediting me back for the fee that tacked on. I then asked in a reply (I have the email chain uploaded), "But to confirm are my flights still valid?" On the phone the guy stated he would have to cancel the flights and I said no I want a refund and my flights still. AltosTravel replied, "This is to inform you that yes this is a true refund...regarding the flight, yes your flights are still valid." When I got to the airport the morning we were to fly out, Delta let me know my ticket ONLY was canceled, not my best friend's. Yes, they refunded me, but also canceled my ticket alone and it then costed me an extra $1,600 to fly to ***** and back on top of the amount I paid previously through AltosTravel. I would like a full refund of the difference of my ticket and the $1,600. Ticket through AltosTravel was $266.40/each so the amount would be $1,333.60. AltosTravel stated I have to get refunded from Delta and Delta stated they have to and also stated that my ticket was refunded/canceled with no explanation stating why from travel agency. Please let me know if more information is needed.

  Business Response

  Date: 05/21/2023

  Dear BBB,
  
  Thank you for sharing the highlighted issue with us.
  
  Just bring into your notice that customer had took the refund from Altos prior to15 days to the departure, and we already born the loss of refund the money for customer satisfaction. We do not have a single ***** of the customer.
  
  She took departure flight and return flight had an issue with the airline. which cause cancelled the booking from airline. There is no role from Altos.
  
  If it is cancelled the flight, customer can take e-credit or get the refund from airline or customer can dispute due no service avail.
  
  Thank you

  Business Response

  Date: 06/22/2023

  Hi BBB,

  As we had already informed that customer had took the refund from Altos before 15 days from departure of her travel and She traveled the departing flight. however, her arrival was cancelled by the Airline as customer said. She can directly reach out to Airline regarding the issue. as we do not have any control for airline's action. We would suggest to customer to contact direct from Airline regarding the e-credit for her cancelled flight. Or, contact us so we can contact to Airline for her e-credit for one way flight.

   

  Thank you,

  AltosTravel