Complaints

This profile includes complaints for The Travel Outlet of Virginia, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Travel Outlet of Virginia, LLC

  100 Crescent Ct STE 700 Dallas, TX 75201

• 

  TripRobotics Inc.

  2093 Philadelphia Pike # 2255 Claymont, DE 19703

• 

  Ovago.com

  99 Almaden Blvd San Jose, CA 95113

• 

  TripRobotics Inc.

  1000 N West St Ste 1294 Wilmington, DE 19801

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:06/27/2025

  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 02/22/2025 I booked and paid OVAGO for a round trip flight from ************, ** to *****, ***** for my wife and me. we paid $9,200.00 The tickets were for 05/03/2025 returning on 05/31/2024.Order # *** 962 611 When we arrived to the Delta check-in counter for our flight, they told us that there was a problem with the reservation and the e-ticket that we needed to contact the travel agent.After hours on the phone with OVAGO's support, the problem wasn't resolved and we couldn't travel.OVAGO asked me if it was OK for us to travel on either the next day, 05/04 or 05/05 which we agreed to, but they never came up with an alternative for us.We talked to their support multiple times for several days until we decided to buy tickets with another company to travel on 05/08. At that time I let them know of my plans and requested a full refund ($9,200.00).Since then, I talked to their support department multiple times, they are apologetic but they keep telling me they are waiting on a decision from the airline.I have no dealings with the airline and I don't think I should be waiting for any decision I paid OVAGO for a service they didn't deliver and expect a full refund as soon as possible.This incident had multiple impacts: problems with my job rescheduling vacations, missing a test I had scheduled for 05/08 at the ********************, lodging, car rental, etc. I am not claiming any of this, I just want OVAGO to refund the tickets.Thank you in advance for your help with this.

  Business Response

  Date: 07/05/2025

  To Whom It May Concern,

  
  Thank you for reaching out regarding the complaint filed by our customer concerning the flight booking from ************, ******* (JAX) to *****, ***** (TRN) for two passengers, originally scheduled to depart on May 3, 2025, with a return date of May 31, 2024.

  We sincerely regret the inconvenience this incident has caused the passengers and appreciate the opportunity to provide further clarification on the matter.
  Upon review, we found that two separate bookings were created for this itinerary, which were issued independently. Unfortunately, on the day of departure, the passengers were unable to board the flight due to missing segments in the airlines system, including the crucial JAXBOS (************ to ******) leg. As confirmed by airport personnel, the issue stemmed from a desynchronization in the airlines systems, where the Delta (DL) segment was never successfully confirmed.

  We want to clarify that the desynchronization was not within our control. However, we take our commitment to customer satisfaction seriously and have taken immediate steps to resolve the situation. We are currently in active communication with the relevant airline and system partners involved to identify the root cause and secure a fair resolution, including a potential refund for the affected tickets.

  Our team has been in consistent contact with the passengers and will continue to provide them with timely updates as we await an official response from the involved parties. Once we receive a final determination from the airline, we will proceed with the appropriate actions.

  We appreciate your understanding and assure you that we are doing everything possible to bring this matter to a prompt and satisfactory conclusion for our customers.

  Should you need any additional information please feel free to contact us directly.

   

  Sincerely,

  Ovago Travel Team

  Customer Answer

  Date: 07/06/2025

  I am rejecting this response because:   

  Now resolution was offered.

  My apologies for repeating myself.

  I don't understand why I need to wait for a root cause to be determined to get a full refund.

  I paid for a service on 02/22/2025 to be rendered on 05/03/2025.

  The service wasn't rendered.

  No alternatives were offered.

  More than 2 months went by since the original departure date.

  Additionally, the last communication I got from OVAGO was on 06/12/2025. No news, just that they were waiting on an investigation

  Also, my order (*********) was for 2 passengers, I don't know why OVAGO decided to split it in two separate reservations. If this is relevant, it was OVAGO's decision.

  Business Response

  Date: 07/14/2025

  To whom it may concern,

  Thank you for bringing this matter to our attention.

  We would like to acknowledge the travelers concern regarding the pending refund. Upon further investigation, we have escalated the case to a higher level within our team to determine the root cause of the issue. Please be assured that once the investigation is complete, we will promptly share the findings with the customer. Any appropriate refund or compensation due will be provided accordingly, based on the outcome

  We sincerely regret the delay and understand the frustration this may have caused. While we did not anticipate the process to take this long, we want to assure you that the traveler is being kept informed throughout the progress of the case

  We remain committed to resolving this matter as swiftly and fairly as possible.

  Sincerely,

  Ovago Service Team

  Customer Answer

  Date: 07/15/2025

  I am rejecting this response because:   The business just provide an update which is what they've been telling me for more than 2 months. The refund shouldn't be tied to a root cause investigation. I paid for a service which wasn't provided, there aren't any questions about it and a refund should be issued immediately regardless of the outcome of any investigation.

• Initial Complaint

  Date:06/25/2025

  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.

  I'm filing a formal complaint against Ovago regarding their unethical handling of my refund and failure to return funds for services never delivered, totaling $1,********* November 2024, I purchased a ticket and add-on services through Ovago totaling $3,661.95. My trip was disrupted through no fault of my own. I was denied boarding due to incorrect information provided by **************, who mistakenly flagged my **** requirements. After multiple calls and document submissions, airline offices in *******, **, ******, and their support hotline admitted the error was theirs, lifted the travel restriction, and confirmed via phone that I would receive a full refund, including waived penalty fees.After that, Ovago confirmed they were working with the airline to process my refund. However, they refunded only $2,051.92 significantly short of the full amount when I manually requested it through their system. The Ovago agent told me the remaining amount would follow, but despite multiple follow-ups, I was ignored and strung along for months.Ovago withheld $1,610.03, which included:$575 in penalty fees the airline confirmed were waived, charges for travel insurance, support bundle, flexible ticket, and duplicate processing fees which I didn't receive I submitted written proof from the airline, refund breakdowns screenshots, and email records. Ovago has failed to acknowledge or correct the issue. This is not a misunderstanding it's a clear pattern of deceptive conduct and unjust ************* make matters worse, *************** denied my dispute on a technicality due to refund timing, even though I was acting in good faith, trying to resolve the matter directly as consumers are encouraged to do.I am demanding a full refund of the $1,610.03 that Ovago improperly withheld and request your office to investigate Ovagos dishonest refund practices. Their conduct has caused significant stress, financial loss, and wasted time.Thank you for your help.Sincerely,Khaing

  Customer Answer

  Date: 06/30/2025

  Ovago has failed to resolve this issue and continues to withhold $1,610.03 without justification.
  Attached is a refund breakdown sent by Ovago, which they claim explains why only $2,051.92 was refunded out of the original $3,661.95. However, this breakdown confirms:
  $575 was withheld as airline penalties yet ************** confirmed in writing that all penalties were waived.
  $300 in processing fees was charged despite my purchase of the Support Bundle, which they now also claim is non-refundable. Thats double-charging for the same service.
  I was also charged for unused services including insurance, a flexible ticket, and support even though I was denied boarding through no fault of my own due to an airline error. These services were never rendered and should not be kept.
  I have repeatedly submitted documentation proving the airline waived all penalties and that I never used any of these extra services. Ovago has instead continued to delay, contradict itself, and provide no meaningful resolution despite nearly 7 months of back-and-forth.
  Unless I receive confirmation that the full $1,610.03 will be refunded to me, I will proceed with the following actions:
  Filing formal complaints with the ************************************ (****), ************************ (***), and Kentucky Attorney Generals Office
  Contacting the airline directly for support in escalating this case
  Publicly sharing my experience to warn other travelers of Ovagos practices
  This is my final good faith attempt to resolve this matter directly. Ovagos behavior is not just unacceptable it reflects a pattern of deceptive and unethical business conduct.
  

  Business Response

  Date: 07/08/2025

  Booking reference: O9809A1

  Customer Information:
  ****** ***
  KY *****
  Daytime Phone: **************
  E-mail: *******************************
  
  
  To whom it may concern,
  
  Thank you for bringing this matter to OVAGOs attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns. 
  
  Upon review, we confirmed that Ms. ****** purchased tickets online for three passengers at a total cost of $3,661.95. This amount comprises the ticket fare of $2,926.92 and additional servicesincluding Support Bundle, ***************** and a Flexible Ticket Plantotaling $735.03.
  
  ************** confirmed in written form to both, us and the customer, that Ms. ****** was denied boarding due to not holding the appropriate **** for entry into the destination country. The airline has clarified that they are unable to accept liability for boarding the passengers without proper travel documents, as **** requirements and compliance fall under the travelers purview. The same is presented on the eticket and our Terms of Use hence, our company can not take responsibility either.  
  
  According to the fare rules set and issued directly by **************, a No-show penalty of $200, a Refund fee of $250, and a Service Charge of $25 are applicable for a voluntary refund. Prior to processing a refund, this information has been shared with Ms. ***************** is also supported by **************' website, showing that additional penalties apply when it comes to refunds hereby, our statements about fare rules applicability are valid. To verify the credibility of the provided statements, this information may be accessed through the link: ************************************************************************************************
  
  Given the events, since there is direct communication from ************** that No-show penalty was lifted, ************** rules still required that a Refund Fee of $250 and a Service Charge of $25 apply to each adult ticket, while for the infant, only the Service Charge of $25 applied, resulting in total airline-imposed fees of $575. Besides the lifted No-Show fee, there is no further communication from the airline about waiving the remaining fees hence, the rest of the penalties stand and are required to be applied when requesting a refund. 
  
  Moreover, to address the fees applied by us, as indicated in the Ovago Terms of Use, which Ms. ****** agreed upon completing the booking and which can also be accessed through this link: **************************************************, under Ticketing Policies, it says that in addition to the terms and conditions of the airline company, Our processing fees will apply.
  
  The standard Ovago processing fee related to her booking is $250 per passenger. However, since Ms. ****** opted for the Support Bundle, this reduces the costs of the processing fee down to $100 per passenger, a total of $300 for all three of them. 
  
  Please note that the additional servicesSupport Bundle, ***************** and the Flexible Ticket Planare non-refundable, and this aligns with the Terms of Use available at the check-out as well as on our webpage. 
  
  Therefore, of the total ticket fare of $2,926.92 for three passengers, applicable airline penalties of $575 and Ovago processing fees of $300 were deducted, resulting in an eligible refund amount of $2,051.92.
  
  Our records indicate that Ms. ****** submitted an online refund request on December 3rd. The refundable amount of $2,051.92 was acknowledged and accepted by her, and the refund has since been credited to her account.
  
  We understand that Ms. ****** claimed received verbal statements from the airline that no penalties apply; however, there is no supporting evidence and all the requests we made to the airlines based on these have been denied. 
  
  Unless Ms. ****** can provide an official written statement from ************** that all the fees, not only the No-show penalty but also the refund fee and service fee are waived or the remaining amount can be refunded by them, we cannot proceed to make any further requests from the airline as waiver was denied numerous times with the same responses each time. 
  
  If such a written statement from ************** is received, we're ready to push the case with the airline along with the supporting documents.
  
  We remain available at her disposal.

  Best regards,
  OVAGO Service Team
  

  
  

  Customer Answer

  Date: 07/08/2025

  To Whom It May Concern,
  

  I am writing to formally respond to Ovagos latest submission regarding my refund dispute. Their statement contains numerous inaccuracies and misrepresentations, which I address below:
  
  Visa Denial vs. Airline Error:
  Ovago claims I was denied boarding due to **** issues. This is false. I provided multiple emails and call records from ************** ************* and ****** offices confirming that my travel documentation was valid and that my offload was due to an internal error by the airline.
  *** ***** from ************** confirmed in writing that the No-Show penalty was waived. Ovagos selective reliance on earlier general comments from *** while ignoring his final confirmation is highly misleading.
  
  Waiver of Penalties:
  Ovago claims that penalties such as a No-show fee, refund fee, and service charge were required by the airline. In reality, Robs written email confirms that the No-show penalty was waived and that my tickets were refunded.
  Ovagos demand for a separate "written statement" waiving all fees  including Ovagos own charges is a deliberate deflection. The refund fee and service charge they refer to are Ovagos fees, not airline-imposed. These cannot be legitimately passed off as airline penalties.
  
  Non-Refundable *************** and Processing Fees:
  Ovago continues to justify withholding money for non-refundable services like the Support Bundle, insurance, and flexible ticket, despite the fact that:
  I was denied boarding through no fault of my own and received none of these services.
  They also charged a separate $300 processing fee even though I already paid for the Support Bundle. This is clearly double-charging and deceptive.
  I never agreed to this fee structure after the airline confirmed the penalty waiver. I was only trying to reclaim what was owed.
  
  Misleading Acceptance of Refund:
  Ovago claims I accepted the refund amount when I submitted an online request on December 3rd. In reality, I was instructed by their agent to manually trigger the refund to avoid forfeiting the released amount. That is not consent to the refund breakdown, and I continued to dispute the remaining withheld amount immediately after.
  
  Summary of Facts Ignored by Ovago:
  *** ****** email confirms the No-Show penalty was waived and tickets refunded.
  ************** took responsibility for the boarding error.
  Fees withheld by Ovago are for services I never received.
  Processing fees were double-charged, even with the Support Bundle.
  Attached is the full email from *** *****, Area Sales Manager at **************, dated December 11, 2024. He confirms the No-Show penalty was waived, tickets were refunded, and he even offered to process a refund for advanced seat purchases. This is clear, written proof that the airline accepted responsibility.
  Yet Ovago continues to withhold $1,610.03, citing fees and terms that do not apply to this situation and misrepresenting the facts. I am formally rejecting Ovagos response and will continue to escalate this matter to the ***** FTC, and Kentucky Attorney General.
  Thank you for your attention to this matter.
  Sincerely,
  ****** ***

  Customer Answer

  Date: 07/08/2025

  I am rejecting this response because the business continues to misrepresent the facts. Please see my detailed rebuttal and attached email from ************** confirming the penalty waiver.

  Their statement contains numerous inaccuracies and misrepresentations, which I address below:
  
  Visa Denial vs. Airline Error:
  Ovago claims I was denied boarding due to **** issues. This is false. I provided multiple emails and call records from ************** ************* and ****** offices confirming that my travel documentation was valid and that my offload was due to an internal error by the airline.
  *** ***** from ************** confirmed in writing that the No-Show penalty was waived. Ovagos selective reliance on earlier general comments from *** while ignoring his final confirmation is highly misleading.
  
  Waiver of Penalties:
  Ovago claims that penalties such as a No-show fee, refund fee, and service charge were required by the airline. In reality, Robs written email confirms that the No-show penalty was waived and that my tickets were refunded.
  Ovagos demand for a separate "written statement" waiving all fees  including Ovagos own charges is a deliberate deflection. The refund fee and service charge they refer to are Ovagos fees, not airline-imposed. These cannot be legitimately passed off as airline penalties.
  
  Non-Refundable *************** and Processing Fees:
  Ovago continues to justify withholding money for non-refundable services like the Support Bundle, insurance, and flexible ticket, despite the fact that:
  I was denied boarding through no fault of my own and received none of these services.
  They also charged a separate $300 processing fee even though I already paid for the Support Bundle. This is clearly double-charging and deceptive.
  I never agreed to this fee structure after the airline confirmed the penalty waiver. I was only trying to reclaim what was owed.
  
  Misleading Acceptance of Refund:
  Ovago claims I accepted the refund amount when I submitted an online request on December 3rd. In reality, I was instructed by their agent to manually trigger the refund to avoid forfeiting the released amount. That is not consent to the refund breakdown, and I continued to dispute the remaining withheld amount immediately after.
  
  Summary of Facts Ignored by Ovago:
  *** ****** email confirms the No-Show penalty was waived and tickets refunded.
  ************** took responsibility for the boarding error.
  Fees withheld by Ovago are for services I never received.
  Processing fees were double-charged, even with the Support Bundle.
  Attached is the full email from *** *****, Area Sales Manager at **************, dated December 11, 2024. He confirms the No-Show penalty was waived, tickets were refunded, and he even offered to process a refund for advanced seat purchases. This is clear, written proof that the airline accepted responsibility.
  Yet Ovago continues to withhold $1,610.03, citing fees and terms that do not apply to this situation and misrepresenting the facts. I am formally rejecting Ovagos response and will continue to escalate this matter to the ***** FTC, and Kentucky Attorney General.
  Thank you for your attention to this matter.
  Sincerely,
  ****** ***

  Business Response

  Date: 07/09/2025

  To whom it may concern,
  
  Thank you for the opportunity to respond to the customers rebuttal regarding the previously submitted complaint.
  
  Our team has carefully reviewed the details surrounding the customer's experience, including her recent rebuttal, and we acknowledge the customer's ongoing dissatisfaction and understand the frustration involved. 
  
  We would like to reiterate that our initial response and our position are validated based on the information available to us, considering the airline's policies, and the actions taken throughout the process, including the support provided by our service team and the communication received from the airline. At all times, we're acting based on the available facts. 
  
  Currently, we are awaiting Ms. ******** response as we requested that she receives an official written confirmation from ************** indicating that all applicable feesnot only the no-show penaltybut also the refund fee, and service chargeshave been waived or the remaining amount can be refunded by the airline. 
  
  In the event such supporting evidence can be provided by the customer, we will further act in customer's interests and seek a further refund from the airline. 
  
  Without a confirmation from the airline, our hands are tied and no further actions are possible. 
  
  Sincerely Yours, 
  OVAGO Team 

  Customer Answer

  Date: 07/09/2025

  I completely reject Ovagos latest response, which continues to misrepresent the facts and shift blame away from their own responsibility.
  Let me be very clear:
  I already provided written confirmation from ***************
  I submitted an email from *** *****, Area Sales Manager at **************, which clearly states:
  The No-Show penalty was lifted and per below screenshots, your tkts have been refunded.
  He even offered to refund seat selection charges. This is written confirmation that the airline waived the penalties. Ovago continues to ignore this and falsely claim I have not provided sufficient proof because it contradicts their narrative.
  I asked Ovago to verify this with ************** months ago  and they refused.
  Ive been asking Ovago to contact the airline directly for verification since the beginning  over 7 months ago. I told them repeatedly that ************** North America hotline support confirmed verbally that all penalties were waived. Instead of verifying this, Ovago stalled the process, ignored my documentation, and now pretends this is somehow my responsibility. Theyve had months to validate the information, but chose not to.
  Ovago is demanding the airline waive Ovagos own fees.
  Ovago continues to refer to refund fees and service charges as if they were imposed by the airline. They are not. These are Ovagos internal charges, and I never received the services they charged for. Pretending the airline must waive Ovagos own fees is simply dishonest.
  This is a 7-month pattern of denial and blame-shifting.
  Ive made every good faith effort to resolve this  providing documentation, written proof from the airline, and repeated follow-ups. Ovago has provided no written proof of airline-imposed penalties and continues to rely on vague policies to avoid refunding the $1,610.03 they are unfairly withholding.
  This is not a misunderstanding, it is intentional stalling and deception. I'm also submitting formal complaints to the ***** FTC, and related Attorney General.
  I respectfully ask the BBB to keep this complaint open and public, so other travelers can be warned.
  Sincerely,
  ****** ***

  Customer Answer

  Date: 07/09/2025

  I'm attaching my original invoice and Ovagos refund breakdown. These clearly show that I was charged for services I never received (travel insurance, flexible ticket, and support bundle), and that Ovago withheld $1,610.03  despite ************** confirming in writing that the No-Show penalty was waived. This further disproves Ovago's claim that all fees were airline-imposed or justified.

• Initial Complaint

  Date:06/18/2025

  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.

  My husband and I were booking a trip for my father to come with us on a vacation. He is in his 70s and does not travel a lot, therefore he does not know how to book flights. We were looking at different websites and I checked Kayak, which we decided to use. I am immediately connected to this website I have never heard of before, Underpricer (which is also the same as TripRobotics, Ovago and the "Travel Agency of Virginia"). I book the flight for my father to *****, which cost $1,745.01. I immediately get a message that my card has been declined and I should try again, which I do. I log into my email and I see two emails saying that the flight to ***** is processing and will be approved shortly. I then get two emails from Underpricer that the flight has been confirmed. When I checked my bank account the next day, I see two charges for the same order number listed as pending. When I called them, hey told me not to worry, that one of the charges was just a verification charge and would be dropped. The next day, both charges have been taken out of my account. They finally claim that it is a duplicate booking, but I told them that their website told me that my card was declined the first time I tried to charge it. They then tell me that they need to be in contact with United to get a refund. I ask an agent, Am I getting a refund? Yes or no?," who refused give a direct answer. I finally get a notification that my case has been resolved and United will issue a travel credit for my father on a future flight. This is unacceptable considering that my father barely travels and is in his 70s. They keep telling us, A refund cant be issued due to the duplicate booking, even though it was under false pretenses as being declined initially. During the first couple of days when I was dealing with them, I put up a review on Trustpilot. Underpricer flagged it as offensive and Trustpilot temporarily took it down while they are review whether it violates their guidelines.

  Business Response

  Date: 06/26/2025

  To whom it may concern,

  
  Thank you for bringing this matter to our attention. We would like to acknowledge the customers concern regarding the duplicate booking and assure you that we have thoroughly investigated the issue and taken the appropriate steps to resolve it.

  To clarify, Kayak is a travel search engine that redirects users to various third-party booking platforms to complete their travel purchases. In this case, the customer was directed to Underpricer, where the booking process was completed.

  Upon our investigation, we found that the original booking attempt was initially declined. However, three minutes later, another booking was successfully created. Due to a system oversight, the platform failed to detect the earlier declined attempt, and as a result, both the original and duplicate tickets were issued, leading to a duplicate charge on the customers card.

  We want to emphasize that it was never our intention to charge the customer twice. As soon as the issue was brought to our attention, we worked in good faith with the airline to secure a resolution on the customer's behalf.

  We are pleased to confirm that a full refund in the amount of $1,805.51 has been successfully processed. A confirmation of the refund has been sent to the customer via email, and the customer has acknowledged receipt of this communication.

  We value our customers and are committed to providing transparency and support in all cases. Should you or the customer require any further assistance, we are more than willing to help.

  
  Sincerely,

  Underpricer Travel Team

• Initial Complaint

  Date:06/02/2025

  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 January 15, 2024, I purchased a round-trip ticket from ******* to ***** to ***** through the Kayak app, using a partner company called ***********. I paid:Fare: $638.00 Taxes & Fees: $660.00 Cancel for ********************* $266.91 The total was $1,564.91.I purchased the Cancel for ******************** that promised a full refund if I could not fly. Due to personal reasons, I was unable to travel on the scheduled date. I contacted Underpricer by phone, and they assured me I would receive a full refund.However, despite multiple follow-up calls and emails (over three times) during the past year, I have yet to receive my money back. The company has not refunded any part of the payment or provided an explanation.

  Business Response

  Date: 06/09/2025

  To Whom It May Concern,

  
  Thank you for the opportunity to respond to the travelers concern regarding the refund request for the reservation from ******* (ORD) to ***** (AMM), scheduled to depart on March 22, 2024, with a return on April 30, 2024.

  We acknowledge that the traveler purchased a "Cancel For Any Reason" (****) protection bundle in connection with their reservation. However, it is important to clarify that this plan includes specific terms and conditions which govern how cancellations and refunds are processed. The full terms can be found here: *******************************************************************************************************************************************(****)%20PLAN,-The%20second%20package.

  In accordance with the fare rules set by the airline for this ticket, and under the **** coverage, the traveler is entitled to receive 100% of the ticket cost in the form of an airline flight credit. Please note that any flight difference and airline penalties would apply when rebooking, as is standard practice.
  Its also important to highlight that despite our follow-ups, the traveler did not respond or reach out to cancel the reservation prior to the flights scheduled departure. As a result, the airline marked the traveler as a no-show, which significantly limits refund or rebooking options under airline policy.

  In good faith, we contacted the airline on behalf of the traveler to request an exception for a full refund, as per their request. Unfortunately, the airline declined, citing the fare rules and the no-show status of the ticket.

  We hope this response will address the travelers concern. Should there be any thing we can assist please let us know.

  
  Sincerely,

  Underpricer Service Team

• Initial Complaint

  Date:05/31/2025

  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.

  We purchased Premium Economy trip tickets for our parents from *************** (used ********* but got redirected to ***************), and they booked us regular Economy tickets instead! We received the e-ticket from Underpricer confirming Premium Economy. But when we checked with the airline (***********************), we found out that they booked regular ECONOMY tickets for us! Price different is around $1300 per ticket x 2. We contacted Underpricer many times. They came up with different excuses that were later proven to be lies. Over 3weeks have passed and only 5 days are left from the expected travel date of our parents. We believe this was an intentional and fraudulent action by Underpricer.

  Business Response

  Date: 06/05/2025

  To Whom It May Concern,

   

  Thank you for bringing this matter to our attention. At Underpricer, we hold customer satisfaction as a cornerstone of our service, and we are truly grateful for the opportunity to clarify and resolve the concerns raised.

  Following a detailed review, we confirm that the customer booked flights for two passengers on May 10, 2025, with the following itinerary:

  CGO to ***: June 5, 2025
  JFK to CGO: September 20, 2025

  On May 29, our support team reached out to inform the customer that our experts were working closely with the airline to finalize seat confirmations. During this interaction, the customer mentioned that when reviewing the booking on the airlines website, the ticket appeared to reflect economy class rather than the agreed-upon premium economy.

  Understanding the importance of both comfort and clarity, we immediately engaged with our internal teams and the issuing consolidator to investigate and correct the discrepancy. Our goal throughout was to ensure that the customer received exactly what was promised.

  Were pleased to confirm that as of June 2, 2025, the tickets were successfully reissued in premium economy. The customer has been informed, and the corrected booking is now visible and verifiable on the airlines website.

  
  We deeply appreciate the patience shown during this process and remain committed to delivering transparent and reliable service.

• Initial Complaint

  Date:05/12/2025

  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.

  I was supposed to have traveled using Ovago's ticketing services and although I purchased travel insurance, I was refused at the airport due to my son's passport expiring within 90 days. I contacted Ovago for a later flight and they refused claiming that could not be done. I spent the next day at the passport agency and had to rebook another one way flight to ******* leaving that night. During my travel I contacted Ovago to confirm our return and they stated that since I was a "no show" at the airport, the airline would not allow us to return. This information was inaccurate as I have worked in airlines before and they will allow you to travel besides this, I was not even flying my return trip on the same airlines so Ovago made me spend another 2k for tickets by NOT allowing me to return on the booked flights. The company canceled my return travel forcing me to purchase TWO one way tickets as I was expecting to utilize my previously purchased return flights. This is robbery and they are providing passengers with lies and inaccurate information. Considering they did not allow me to travel back with them, I would like a refund for having to purchase two separate one way tickets for me and my son.

  Business Response

  Date: 05/21/2025

  To Whom It May Concern,

  
  Thank you for bringing this matter to our attention. We genuinely appreciate the opportunity to address the concerns raised, as your satisfaction is of the utmost importance to us.
  
  Please know that we are fully committed to resolving this issue in the best way possible. After conducting a thorough review of Order Number ********* for two passengers, with the following itinerary:
  
  Departure: FLL ? *** on November 24, 2024
  
  Return: KEF ? FLL on November 30, 2024
  
  we confirm that the passengers were unable to travel due to a passport validity issue. The customer contacted us prior to departure to advise that one of the passports was not valid for international travel, which unfortunately rendered the passengers ineligible to board.
  
  We have carefully reviewed the circumstances outlined in the complaint, specifically regarding the inability to travel due to **** or travel document issues. While we understand how disappointing and inconvenient this situation must have been, we must respectfully clarify our policy in such matters:
  
  At the time of booking, the ticket was purchased under a non-refundable and non-changeable fare, in accordance with the fare conditions disclosed and agreed to during the reservation process. These terms are standard across the industry for many promotional or discounted fares.
  
  It is the passengers responsibility to ensure that all required travel documentationincluding a valid passport and any necessary ****sis in order before travel. This requirement is outlined in our terms and conditions, and aligns with general airline industry practices.
  
  Although the ticket itself was non-refundable, our team proactively reached out to the airline on the customers behalf. As a result, we were able to secure a refund of government-imposed taxes in the amount of $106.70, which has been approved by the airline. We consider this a positive outcome given the restrictions of the original fare.
  
  Additionally, the customer purchased ********************** protection through XCover. We advised the customer to contact the insurance provider directly to determine if the situation is covered under the policys terms. For more information or to file a claim, customers may visit ******* website:
  ?? *********************************************************
  
  As a third-party travel agency, we must follow the fare rules and policies of our airline partners. We do not have the authority to override or waive airline-imposed conditions or fees. Because this issue resulted from a documentation oversight on the passenger's side, we are unable to assume liability for any costs incurred.
  
  While we understand that this may not be the resolution the customer had hoped for, we want to assure you that we have taken every reasonable step to assist and advocate on the customer's behalf.
  
  Should you have any further questions or require additional clarification, please do not hesitate to reach out. We sincerely appreciate your patience and understanding.
  

  Customer Answer

  Date: 06/07/2025

  According to ***** the airline considered our trip a "no show" despite that I was at the airport and spoke to the ticket agent. The airline could not make changes to our ticket because it was purchased through a third party (OVAGO) and according to Ovago when I called Tuesday to confirm our return they stated that the airline canceled our return trip due to our "no show" and it was the airline's policy. I asked Ovago to provide a copy of such policy and they could not.  I have traveled for years using return tickets with foreign carriers with no problems as long as you confirm 3 days prior to the return. This is the first time I have had this happen to me. Because of this I ended up purchasing TWO one way tickets because Ovago did not feel like helping me with my travels. This was mean and unnecessary on their part and I would like at least half of my ticket refunded since OVAGO would not allow me to use my return tickets on that trip.

  Business Response

  Date: 06/11/2025

  To Whom It May Concern,
  
  Thank you for the opportunity to respond to the concerns raised regarding Order #*********. We take every customer concern seriously and are truly sorry to hear of the difficulties the traveler encountered. We deeply empathize with the disruption this situation has caused, particularly while traveling internationally with a child.
  
  After a thorough review of the booking and subsequent communications, we would like to provide the following clarification and context regarding the case:
  
  Booking & Travel Overview
  Passenger(s): 2
  
  Itinerary Booked:
  Departure: *************** (***) to ********* (KEF) November 24, 2024
  Return: ********* (KEF) to *************** (***) November 30, 2024

  
  Booking Type: Non-refundable, non-changeable fare
  
  The customer contacted our support team prior to the departure flight, notifying us that they were unable to travel due to the sons passport being within 90 days of expirationmaking him ineligible for entry into ******* under the countrys travel requirements. As a result, both passengers were unable to board the outbound flight.
  
  We must respectfully reiterate that it is the travelers responsibility to ensure all travel documents, including passports, are valid and meet international entry requirements. These terms are clearly stated during the booking process and are standard across the travel industry.
  
  Return Flight and No-Show Consequence
  Because the departure segment was not utilized, the airline's fare rules classified the reservation as a "no-show." This status automatically voided the remaining segments of the itineraryincluding the return ***** per the fare rules and industry policies. This is not a decision made unilaterally by Ovago, but a standard airline protocol for most round-trip, promotional, or discounted tickets.
  
  The customer noted they were flying back on a different airline. However, the booking was made as a single ticketed itinerary, meaning both the outbound and inbound flights were linked under the same fare conditions. Once the first leg is missed, the entire ticket is usually forfeited, regardless of airline combinations, unless the fare allows for partial travelwhich in this case, it did not.
  
  While the fare was non-refundable and non-changeable, we proactively reached out to the airline on the customers behalf. We were able to secure a partial refund of $106.70 for government-imposed taxes, which has been processed.
  
  Additionally, travel protection was purchased via XCover. We advised the customer to initiate a claim with the insurer, who independently reviews eligibility for reimbursement in cases involving unforeseen events, including travel disruptions due to documentation issues. More information can be found at: ********************************************************
  
  We completely understand the financial strain and frustration caused by needing to rebook last-minute tickets. However, as a third-party agency, we are contractually and operationally bound to adhere to the airlines policies and fare conditions. We do not have the authority to override no-show rules or reinstate canceled segments once voided by the airline.
  
  We recognize that this outcome is deeply disappointing, and we sincerely regret the inconvenience caused. However, we hope the context above clarifies that:
  
  The booking was processed correctly per the agreed terms.
  The cancellation stemmed from a passport validity issue, which is outside our control.
  Our team took steps to recover what was possible, including a partial tax refund and guiding the customer toward the ********************** insurance claim process.
  Should the customer wish to escalate their ********************** insurance claim or require further documentation to support it, we are more than willing to assist.
  
  Thank you again for allowing us the opportunity to respond. Please dont hesitate to contact us for any further clarification or support.

• Initial Complaint

  Date:05/05/2025

  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 September 5, 2024, I purchased an airfare ticket on ************************** for travel from ********, ****** to *******, *****, scheduled for May 30 to June 14, 2025. During the checkout process, I was offered the option to protect your trip with travel insurance from XCover. Because the insurance offer appeared alongside my international itinerary, I reasonably believed the policy would cover my trip to ******. I paid an additional $173.37 for the insurance.Approximately six months later, while reviewing my travel documents, I discovered that the XCover policy only provided coverage for domestic travel within *****************. Had I been aware of this limitation at the time of purchase, I would not have bought the insurance.Upon discovering the issue, I canceled the policy and requested a refund. ****** informed me that they cannot issue a refund because the insurance was purchased through GuruFare. GuruFare then stated that I am not eligible for a refund because I am outside their 10-day refund window.While I understand the existence of a 10-day policy, my complaint is that GuruFare offered and sold me an insurance product that was not valid for the international trip I was booking. This was misleading. The system should not allow incompatible insurance options to be paired with an international itinerary. As a result, I paid $173.37 for a policy I could not use, and I am now being denied a refund.I am seeking a full refund of the $173.37 for the unusable insurance.

  Business Response

  Date: 05/16/2025

  Booking reference: FBCFE58

  Customer Information:
  ****** *******
  **********************************************************************************
  Daytime Phone: ************
  E-mail: *************************
  
  
  To whom it may concern,
  
  Thank you for bringing this matter to GURUFAREs attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns. 
  
  Upon review, we confirmed that Ms. ******* booked a round-trip ticket online on September 5, 2024, which included XCover insurance for $173.37.
  
  On April 14, 2025, Ms. ******* reached out to our service team, stating that she had canceled the travel insurance through XCover and was requesting a refund.
  
  It is important to note that during the online booking process, the insurance terms were clearly available for review on the checkout page before completing the purchase. This included a statement: "This protection contains additional terms, conditions, and exclusions. Please review your plan documents."
  
  By finalizing the booking, Ms. ******* acknowledged and authorized the transaction, including the associated terms.
  
  According to XCovers policy, customers have 10 days from the purchase date to cancel and request a refund. However, no objections or complaints were received from Ms. ******* within this timeframe, which indicates her initial acceptance of the insurance.
  
  We have informed Ms. ******* that if she has any official documentation or communication from XCover that contradicts this policy, she is welcome to share it with us for review. Otherwise, we appreciate her understanding, as we must adhere to existing policy guidelines and cannot make exceptions beyond these terms.
  
  Please note that XCover is a third-party insurance provider that is also subject to its terms and conditions.
  
  We remain available at her disposal.

  Best regards,
  GURUFARE Service Team
  

  
  

  Customer Answer

  Date: 05/22/2025

  I am rejecting this response because:   I am a man, he/him. 

  However, besides misgendering me, it is not the consumers job to find errors on the part of the company. But thank you for reaching out. 
  

  Warmest regards,

  Mr. *******

  Business Response

  Date: 05/22/2025

  To Whom It May Concern,
  
  We are pleased to share that our Accounting Team has confirmed the receipt of a credit for $173.37 related to Xcover.
  
  A refund of $173.37 has been successfully processed for Mr. ******** The amount should be credited back to the original payment method within 2-4 business weeks.
  
  In rare cases, the posting of the refund may take longer than the estimated timeframe, as it depends on the payment processor and financial institution involved.
  
  We are confident this information addresses the matter at hand.
  
  Best regards, 
  GURUFARE Service Team

• Initial Complaint

  Date:04/17/2025

  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.

  I purchased a flight through ***** and added their optional Bundle for $34.95, which was advertised as making flight changes easier and less expensive. The advertisement led me to believe that I would only need to pay a $100 change fee per person if I needed to change my ticket. However, after purchasing, I was informed that this $100 fee was in addition to the airlines $250 penalty a fact that was not clearly disclosed during booking.Had this been made clear upfront, I would have booked directly with the airline for only about $50 more. I contacted Ovago on April 12 and April 15 by email, but I never received a reply, which also contradicts the expedited service promised with the Bundle.I believe the advertisement is misleading and the fees were not transparent. Im requesting that Ovago waive the $200 service fee due to this confusion. I have submitted a formal complaint to the ********************************* as well. Thanks.

  Business Response

  Date: 04/27/2025

  To whom it may concern,

   

  Thank you for giving us the opportunity to address the traveler's concerns regarding her recent experience with Ovago.

  Upon review, the traveler purchased a Support Bundle when booking her flight. We would like to clarify that the Support ****** provides a $100 discount on our service fee per passenger  for flight changes. It does not cover the airlines fare difference or any penalties imposed by the airline.
  In this particular case, instead of the standard $250 service fee per passenger, the fee was reduced to $100 per passenger as part of the Support Bundle benefit. Additionally, as a gesture of goodwill, our service team applied an extra $25 discount per passenger, reducing the service fee to $75 per passenger.
  Subsequently, the customer requested a full waiver of the service fees. As a one-time courtesy and exception, we agreed and waived the service fees completely.

  The traveler was then provided with a detailed breakdown outlining only the airline's fare difference and penalty fees that remained applicable

  The traveler chose not to proceed with the change after reviewing the applicable fees and instead requested a cancellation and refund for two passengers. Our service team has provided the necessary information regarding the refund process and is currently awaiting the passenger's response to move forward.
  

  We remain committed to providing transparent service and support and look forward to resolving this matter promptly.

  
  Sincerely,

  Ovago Team

  Customer Answer

  Date: 04/29/2025

  I am rejecting this response because: 

  Complaint ********************************** Advertisement and Unfair Change Fees I purchased two round-trip tickets through ***** and added their advertised *************** which led me to believe I would pay only $100 per ticket if I ever needed to change my flight. In reality: Hidden Additional Fees: After booking, I was told the $100 Bundle fee was in addition to the airlines $250 change penaltynothing in the ad or booking flow clearly disclosed that. Excessive Fare Difference Quote: When I requested a return-date change, Ovago quoted me $291 per ticket in fare difference, despite current online fares showing a much lower difference or a return-leg total of $1,660 for two passengers. Lack of Transparency & ************* Multiple emails (4/15, 4/12) went unanswered, and phone representatives refused to provide a clear, itemized breakdown of how their quoted price was calculated. I believe Ovago engaged in a bait-and-switch: using a vague ************** ad to lure customers, then switching to opaque, inflated fees after purchase. I respectfully request BBBs assistance in obtaining: A full refund of Ovago booking service Thank you for your help in addressing this deceptive practice.

  Business Response

  Date: 05/06/2025

  To whom it may concern,

  Thank you for forwarding the customer's concerns regarding the Support Bundle and refund request.

  We would like to take this opportunity to clarify the purpose and limitations of the Support Bundle purchased. The Support ****** provides a $100 discount on our service fee per passenger for flight changes. However, it does not cover any fare differences or penalties imposed by the airline. These additional costs are determined by the airlines policies and are not within our control.

  
  In this particular case, the standard service fee for flight changes is $250 per passenger. With the Support Bundle applied, this fee was reduced to $100 per passenger as intended. As a one-time courtesy and exception, we agreed and waived the service fees completely.

  This benefit, along with the conditions related to post-ticketing processing fees, is clearly outlined in our Terms and Conditions, available here:
  ***********************************************************************************************

  
  Regarding the fare quoted to the traveler when they inquired about changing the return flight, it is important to note that this was not a new booking price. The quote reflected the cost to exchange the original ticket, which includes the airline's fare difference and penalty, both of which are governed by the airlines fare rules.

  Lastly, a refund quote and further instructions were sent to the traveler via email, and we are currently awaiting their response to proceed accordingly.

  Please let us know if any further clarification is needed.

  Sincerely,

  Ovago Service Team

• Initial Complaint

  Date:04/16/2025

  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.

  On *****************, my husband booked travel to ******, ******** for my 50th birthday with Ovago. The cost of two roundtrip tickets to ****** departing March 21 and returning April 1 was $3,242.02. On the day of our departure, **************** (our connecting airport) was shut down due to a fire at a nearby electric substation. American canceled our flights.That same day, March 21, we contacted Ovago to request a full refund. Ovago representative, "***** *****," assured me that I would receive the FULL refund within 6-7 days. That did NOT happen. On April 1, Ovago representative, "*****," told me that ***************** approved the refund, and we would be refunded soon. This did NOT happen. On April 16, I spoke with Ovago representative, "******," who told me that Ovago is still waiting for the airline to release the refund to them. This is a lie. I verified the refund separately with ***************** through their portal and with a representative via phone. American issued a refund to Ovago for our travel to ****** for $1,910.42 on March 23. I can only assume that the remaining amount ($1,331.60) was for our return flight on ****** that should have been cancelled as we discussed and confirmed with Ovago on March 21. The full roundtrip flight was supposed to be cancelled and then we were supposed to be issued a full refund. If we couldn't get to ******, then we wouldn't be able to take the return flight. I am requesting a FULL refund of $3,242.02 from Ovago immediately.

  Business Response

  Date: 04/23/2025

  Booking reference: OD128B2

  Customer Information:
  ******* *******
  ***************************************************************************************
  Daytime Phone: ************
  E-mail: *********************************
  
  
  To whom it may concern,
  
  Thank you for bringing this matter to OVAGOs attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns. 
  
  Upon review, we confirmed that on March 20th, Ms. ******* reached out to our service team seeking assistance with a refund for their tickets, which she claimed had been canceled by the airline due to a major schedule change. On the same day, a request was submitted to our relevant team to obtain approval from the airline. The airline approved the request, and was processed on March 24th, 2025.
  
  Although we are still awaiting the funds from the airline, we decided to address Ms. ********* request promptly. To ensure timely resolution, on the 21st of April 2025, we initiated a refund totaling $3,242.02, comprising $3,160.22 and $81.80, which has been credited back to the original form of payment. 
  
  She should see the amount reflected in her account within the next 24 business weeks. In rare cases, the refund might take longer to appear, as this depends on the processing times of the payment processor and the financial institution involved.
  
  We are confident this information addresses the matter at hand.

  
  Best regards,
  OVAGO Service Team
  

  
  

  Customer Answer

  Date: 04/29/2025

  I have reviewed the business response and accept this resolution. The details that Ovago provided do not align with the information that I obtained from the airline. The wait for my refund also far exceeded the average industry time, which is unacceptable. Despite these time-consuming and increasingly frustrating interactions with Ovago, I finally received a full refund after over 30 days. 

• Initial Complaint

  Date:04/16/2025

  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.

  Jan 16, 2025 purchase air travel ticket ************* to ******* ******* $ ****** not able to travel because medical issues, travel insurance that was sold separately $ ***** on 2-21-25. I would need letter from Doctor per Guru Fare. I get this letter from my VA doctor attached and email on March *******. I get email that my claim was approved and I should follow the instruction sent to my email. Upon completing this instruction I receive a Invoice that money will be refunded to card that was used to make purchase. Money never refund on card April 16, 2025 yet!

  Business Response

  Date: 04/23/2025

  Booking reference: F03A904

  Customer Information:
  **** ********* Ii
  *****************************************************
  *********************
  Daytime Phone: **************
  E-mail: **********************************
  
  
  To whom it may concern,
  
  Thank you for bringing this matter to GURUFAREs attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns. 
  
  Upon review, we confirmed that on March 27th, 2025, Mr. ********* reached out to our service team seeking assistance with a ticket refund due to a medical condition, providing a supporting letter from his doctor.
  
  On the same day, a request was submitted to our relevant team to obtain approval from the airline, which was granted on March 29th, 2025. The funds were received from the airline on April 15th, 2025, and a refund of $524.31 was processed back to the original payment method.
  
  He should expect to see the amount reflected in his account within 7 to 20 business days. In rare cases, the refund might take longer to appear, depending on the processing times of the payment processor and the financial institution involved.
  
  We are confident this information addresses the matter at hand.

  
  Best regards,
  GURUFARE Service Team