Complaints

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:12/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  In November 30, 2024 I googled a telephone number for ********** to change seats on a flight the following day. ********** came up with a telephone number to call. Unfortunately, this was not the ***************. The actual company was Truairfare. My complaint is three fold. 1. The companies use of ********** wording. 2. The employee never clearly identified themselves as a Truairfare employee. 3. *********** charges me $590 US for seat changes when my tickets allowed for no cost seat change. I challenged her on this on the telephone and she just simply said that was the cost. She never said it was in US dollars which would have cued me that something else was wrong. Even on the email sent to me indicating the change in seats nowhere did I read Truairfare. I was on a time crunch so I went forward with it so we could sit with our grandchildren. When I arrived at the airport I asked a *************** staff member and it was then that I was informed and realized I had not dealt with ********** but another company. I would like the full amount I paid returned to me in full.

• Initial Complaint

  Date:08/28/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 had purchased a flight/hotel package from ******************* 3/18/24 for $1,229,87 with my ********************** Credit Card. I called to change the hotel portion and was referred to a Reservations Desk # ************. I was told there was a $300.00 charge. I asked to speak to a supervisor. A man, *** *******, identified as a supervisor and said there would be a $300.00 cancellation fee charged to my credit card as Truairfarecom and because it had been a "package" I would not be refunded the hotel portion, but instead be issued an ****************** Credit Voucher for $714.00. He repeatedly told me ,"Don't worry, ma'am" and offered his direct phone number ************. I received an email 4/11/24 from ******************************* with the heading ****************** credit voucher confirmation YZFFFR "valid for one year" but also that "all travel must be completed on or before 30OCT2024". The $300.00 was charged to my credit card and I paid it. I have attempted to use the $714.00 ****************** Credit Voucher and ********* says it does not exist and that I was scammed.

• Initial Complaint

  Date:07/01/2024

  Type:Billing 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 have a similar experience to the one below dated June 9th, 2024 1.They misrepresented themselves as being Expedia rather than clearly identifying themselves as Tru-Airfare. Why would I contact these people about a car rental booked through Expedia with Alamo?2.The purpose of my call, I was concerned over being several hours later to pick-up my car, the schedule was 10:30am and my flight would not arrive until later in the afternoon. They convinced me that if I did not pick up my rental at that time, I would lose my rental and my credit card would still be charged. So with this belief I paid the $250 charge.3.The representative claimed they had contacted ***** and the pick-up time had been adjusted. This is another lie since after this I contacted ***** direct they had no knowledge of anyone from this company contacting them and there were no notes in my reservation that the time had been adjusted. I have since learned they have no authority over my rental. They in fact charged my credit card for doing nothing. 4.The representative total me, twice the charge would appear as Expedia Express. I immediately checked my account and saw it was from this company and started a fraud claim. After several discussions with Tru-Airfare they agreed to reverse the charge and sent me an email that appeared to be reversing the charge. Yet another lie from this company. I feel this company should provide documentation of whom they contacted and verity they in fact had my pick-up time changed. If not then this is a fictitious charge. DO NOT DO BUSINESS WITH THIS COMPANY THEY ARE AMORLE WITH ZERO BUSINESS ETHICS.

  Business Response

  Date: 08/25/2024

  Dear ******************, 
  
  We received your call on June 09th, to change the pickup time for your car rental since your flight was delayed. We never miss represent ourselves. The representative clearly stated we are Truairfare and not Expedia. 
  
  Without customer approval we do not engage in any existing booking. As requested by you and after your approval we got the changes done directly with *****.
  
  The amount of $250 was charged on your approval. After changes were confirmed we got your call for refund and we processed the refund of $250 on June 11th.  Normally a refund takes 7-10 working days. Please let us know if you havent received it. 
  
  You can send us an email on ********************** and one of our representatives will reach out to you.
  
  Thanks,
  Team Truairfare

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  To whom it may concern,I purchased an airfare ticket in Expedia.com and called Expedia customer service number to cancel it within 24 hours. {Based on their terms and conditions, cancellations are free of charge if made within 24 hours}. The Representative's name that answered the call is *********************, who worked at that time for TRUAIRFARE.COM.*** indicated that for them to process my cancellation I have to pay $300 and after the airlines process the cancellations and a waiting period of 7-10 business days, I can request a refund. I requested the refund, but it was denied, so I need BBB to help me get my refund from TRUAIRFARE.COM. They should have not charged me anything in the first place as Expedia's policy says free cancellations, but I agreed to pay because *** did not want to cancel my tickets without paying $300.I'm presenting as evidence the email I received from Joy indicating that I have to pay the $300 (please see the bottom of the email), my credit card statement showing the charge, and a screenshot of the charge itself for easy identification in the credit card statement.Also, I filed the complaint # ******** before about the same issue against Expedia, but they only refunded me their "Admin" fee and did not want to process the $300 refund because they did not charge me directly for the cancellation.I would greatly appreciate your help resolving this.Thanks in advance,*****************************

  Business Response

  Date: 06/27/2024

  Dear Mr/*********************************
  
  
  Hope you are doing well!
  
  
  This is in response to your complaint filed with BBB. Since your ticket was not within 24 hours of purchase therefore, we charged the cancellation fee. 
  
  
  Cancellation fees are subject to airlines terms and conditions once the ticket is out of 24 hours free cancellation. As a goodwill gesture we have refunded the amount you have requested & it was initiated on Jun 18th, 2024.
  
  
  Thanks,
  Team Truairfare.com

  Customer Answer

  Date: 07/02/2024

  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:07/31/2023

  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 July 28th, 2023 we are flying from *** to *** by American Airlines, the flight got canceled and AA rebooked us to 5:15 pm July 29th, 2023. I found the flight got cancelled again around 12 PM on July 29th, 2023. I searched ****** for American Airlines and the first link is a sponsored link to truairfair.com, but the website looks like official AA website. I called the phone number on top of the web page, since the internet speed is very low. The lady identified herself as AA employee and asked for my confirmation number and last name. Then she told me the free rebooking will be August 3rd and 4th. If I want to rebook to July 29th or July 30th air ticket I need to pay seat confirmation fee. I asked why. She said my ticket is basic economics and AA can only provide one rebooking for same day or next day even though the flight is cancelled by AA. Then she said for next day flight July 29th, 2023 I need to pay seat confirmation fee 180 for my family 3 person. I said this is not reasonable because the flight cancellation is not our fault. Can we do the rebooking in the airport for free? She said she is AA reservation department holding 3 seats for ** and the flight is filling very quickly. Airport gate will not rebook for us and they will still rebook by her AA reservation department. So I gave them my CC#, exp date, sec code, etc because I have to return to ** with the nearest flight. She sent me email to confirm my acknowledgement and I click it without checking clearly. After I clicked the acknowledgement, I realized that I am cheated. I read the email and it was from reservation desk with truairfare.com but not from AA.com. I told her that she was a lier and she threatened to cancel my tickets without any refund. I called AA and AA told me that these tickets was rebooked by *********************(my wife). AA also told me that all rebook has no fees since it was canceled by AA and there is no any fee associated with my 3 tickets. It is fraud. I replaced my credit card

  Business Response

  Date: 08/07/2023

  Hi,

  We never interpreted or mislead the customer as airlines imposter. We informed & explained the customer about the charges and transaction, after customer's approval we charged the card. It was clearly mentioned in authorization e mail that charges would be shown under Tru Airfare.
  
  As requested by the customer this transaction has already been refunded, we want this complaint to be closed.

   

   

  Thanks

  Team Tru Airfare

   

• Initial Complaint

  Date:11/07/2022

  Type:Customer Service 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.

  10/29/2022 Booked a standby flight with Alaska Airlines, a ticket a friend gave me. Everything legit there.The problem arrives when on this date, due to family issues, I needed to change my standby flight from 10/30/2022 to 10/29/2022. I ******d "change same-day ****** standby flight". The first number that popped up in ******* under an Alaska Airlines banner, was a customer service contact number. Like how you would see it any other time, very legitimate and the top ****** result. I called that number, figuring I could do it over the phone quicker than through the website.The person identified themselves as Alaska Airlines. I am assuming they have different lines for different ****** search results that all feed to them, and they can tell by which number was used? They asked what I was needing and after informing them, they took my confirmation code, last name, and as it turns out they just did what I could've done on the website myself. They stated that same-day flight standby ticket changes incur a transfer fee. This made sense to me, as on the Alaska Airlines site it does say certain circumstances can incur specific fees. So I gave them my cc#, exp date, sec code, because that also made sense; why would ****** save my credit card info you know? It all seemed -very-legit. The email they sent from "Reservation Desk" with the email titled "Alaska Airline Exchange". If I wasn't ******* I would've noticed it was written by a non-native speaker. I accepted the charge within the email. Of note, it looks way more legitimate on mobile. It seems designed for that. I looked on my PC and I feel I would've noticed how different it was. I cancelled my card once I realized, and am waiting for the charge to clear so I can dispute it with my bank.They identified themselves as Alaska Airlines (fraud), said the fee is typical for ****** for standby tickets (fraud). From a 32 y.o who uses computers daily, this scam will succeed often w/the less computer savvy

  Business Response

  Date: 11/07/2022

  
  
  
  
  
  
  November 7, 2022
  
  
  Dear ******,
  
  Thank you for your email to the Better Business Bureau regarding the fee you were charged by a deceptive travel agency. 
  
  We are doing all possible to identify and stop these agencies.  It is a very unethical thing they are doing and we are sorry that it affected you.
  
  ******, it is my hope that your future flights with us will reflect the high level of service you have come to expect when traveling with **. We value your patronage and look forward to welcoming you aboard another ****** flight soon.
  
  Sincerely,
  
  
  
  ***********************
  Customer Care Specialist
  
  
  Reference#: 8130380 

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18339224
  
  I am rejecting this response because:

  
  Better Business Bureau:
  
  The company this should be sent to is TruAirfare, at TruAirfaire.com, with the physical address/email/phone provided for the scam company. That is the company I filed the complaint against.

  Not Alaska Airlines.

  TruAirfare is the company the complaint was filed against, and the attachment provided shows the email from them impersonating Alaska Airlines.

  The title of my complaint is simply the title of the fraudulent email.

  I have attached it here as screenshots if the previous document format couldn't be opened.
  
  -***********************
   

  Business Response

  Date: 11/08/2022

  Good **********************,
  
  The incident took place on October/29/2022. When *************************** called to make changes on his existing booking. We identify ourselves as an independent travel agent truairfare.com which we proactively informed to ***************
  
  We informed him we are a third party and not Alaska Airlines which can be seen on his email where he himself has mentioned about "Reservation Desk". He authorized ** to make changes and after customer's approval we processed the changes.
  
  ************** sent another email stating he wanted to cancel the booking and he wanted his refund which as per his request we have refunded him on Oct/31/2022. 
  
  We keep everything clear with every customer we provide our services to. We are a travel agency who wants to help them & provide services only if they authorize us to.  If there's a dispute which arises and the customer is not satisfied/happy with our services we refund our fees and cancel the transaction. 
  
  Once again I want to highlight under no circumstances we want to engage in bad practices since moral and good business practice is very important to us.
  
  
  Thanks,
  *********************