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

• 

  Ovago.com

  99 Almaden Blvd San Jose, CA 95113

• 

  TripRobotics Inc.

  2093 Philadelphia Pike # 2255 Claymont, DE 19703

• 

  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:06/18/2025

  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
  

  
  

• Initial Complaint

  Date:04/14/2025

  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 booked a multi-leg flight for my family through ***************. Unfortunately, we missed the first leg of our itinerary. When I contacted Underpricer to try to rebook the remaining flights or request a partial refund, I was told that no changes could be made and that the tickets were non-refundable. I was also not given the option to use the remaining legs of the trip, which effectively caused us to lose the entire itinerary.Despite multiple attempts to speak with a representative and resolve the issue, I was consistently told that nothing could be done. The company provided no reasonable assistance, and their customer service was vague, unhelpful, and at times dismissive. It became clear that they were hiding behind rigid terms and conditions instead of trying to work toward a fair solution.This experience resulted in significant financial loss for my family, as well as a great deal of stress and inconvenience. I believe that *************** failed to provide adequate support or service, and I am requesting a full or partial refund for the unused portion of our trip.

  Business Response

  Date: 04/29/2025

  To Whom It May Concern,

  
  Thank you for bringing this matter to our attention. We sincerely appreciate the opportunity to address the concerns raised, as customer satisfaction remains our top priority.

  Following a detailed review, we confirm that the affected itinerary involved three passengers: ***** ********* and Lyra (infant), with the following flight segments:

  
  08 Apr: BOS CPH | Flight SK928
  09 Apr: CPH ATH | Flight SK777
  23 Apr: ATH CPH | Flight SK2778
  25 Apr: CPH BOS | Flight SK927

  On 08-Apr-2025 at 23:06, one of the passengers contacted our support team regarding a schedule adjustment. At that time, our team actively explored alternative return flight options; however, no seats were available for the following day.

  Upon further investigation and confirmation from the airlines communication team, it was established that the tickets for the segments below were under airline control:
  09 Apr: CPH ATH | SK777
  23 Apr: ATH CPH | SK2778
  25 Apr: CPH BOS | SK927

  As the tickets were managed directly by the airline, we initiated refund requests for the unused segments to ensure the customer receives the appropriate assistance. The request was submitted via our internal airline communications channel.

  Please note that the waiver and refund process depends on the airlines response timeline. As of now, we are still awaiting a final confirmation and refund from the airline. Our team continues to follow up diligently and sent the most recent inquiry earlier today.

  
  We understand the inconvenience this situation has caused and assure you that we are working to bring it to a resolution as swiftly as possible. We will promptly notify the customer once we receive the airlines decision and refund confirmation.

  
  Thank you for your time and understanding. Should you have any questions or need further assistance, please do not hesitate to contact us.

  Customer Answer

  Date: 04/30/2025

  To Whom It May Concern,
  
  
  Thank you for your response and for outlining the actions taken so far. However, I want to express my continued frustration and disappointment with how this situation has been handled.
  
  
  While I appreciate that you have initiated refund requests and are waiting on the airlines final response, Im deeply concerned by the conflicting information I received throughout this process. At various points, I was told by your customer service team that certain flight segments were not under your control, only to be later informed by the airline that they were. This lack of clear, consistent communication made an already stressful and costly travel disruption even more confusing and difficult to manage.
  
  
  To date, I have not received any refunds for the unused flights, despite repeated efforts to resolve the matter through both your company and the airline. Given the extended delay and contradictory explanations, I feel this situation warrants more proactive follow-up and accountability from your team.
  
  
  I respectfully request:
  
  A detailed timeline of when refund requests were submitted to the airline, including documentation if available.
  An estimated timeline for when a resolution can be expected, or a specific date by which I should follow up.
  Clarification on which party is ultimately responsible for refunding these tickets.
  
  
  
  I look forward to a timely and transparent resolution.
  
  
  Sincerely,
  **** *******

  Business Response

  Date: 05/05/2025

  To Whom it may concern,

   

  Thank you for your response and for sharing your continued concerns. We truly understand your frustration, and we want to assure you that we are equally committed to resolving this matter as promptly and thoroughly as possible. We remain in active communication with the airline regarding the refund for your unused flights and are currently awaiting a final update on the exact amount eligible for reimbursement. Once we receive this information, we will ensure it is communicated to you without delay.

  
  Additionally, we would like to bring to your attention that a chargeback dispute has been filed for the ticket in question. In order for us to proceed efficiently with the refund once it becomes available, we kindly request a copy of the chargeback closure letter. This documentation is essential to avoid any overlap or complications, as having both a chargeback and a refund request in process may prolong the resolution unnecessarily.

  
  We appreciate your patience and cooperation, and we will continue to advocate for a timely resolution on your behalf. Please feel free to reach out with any further questions or updates.

  Customer Answer

  Date: 05/05/2025

  To Whom It May Concern,
  
  
  Thank you for your response. I appreciate your continued communication and efforts to resolve this issue.
  
  
  At this time, I have not received a refund for the unused flights, and the delay in reimbursementdespite multiple follow-upshas been highly frustrating. I understand that youre waiting on final confirmation from the airline, but this trip was canceled several months ago, and I believe the time frame for resolution has already been unreasonably extended.
  
  
  Regarding the chargeback: I am currently in communication with my credit card company and will provide the closure letter as requested once the chargeback process has been finalized. That said, I do not feel it should delay the refund further, especially if the airline has already issued funds to your agency or confirmed eligibility.
  
  
  I ask that you continue pressing the airline for resolution and that you initiate the refund immediately upon receipt of any eligible amount. I would also appreciate a timeline estimate for when you expect to hear back from the airline, as transparency at this stage is important.
  
  
  Thank you again for your attention to this matter. I look forward to a prompt and fair resolution.
  
  
  Sincerely,
  **** *******

• Initial Complaint

  Date:04/13/2025

  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.

  I attempted to book a flight through ovago.com. The price quoted for the flight was $1581. I went through the process to book it and then it said it was processing. Later I received an emailing saying the price increased by about $100. I spoke with an agent and he said that this was the current price. I accepted the new price and again it said it was processing. Then, days later I got a call saying the price was now $2400. This is when I said I would not accept this price that was nearly $1000 more than my first price. It is completely a bait and switch business model and the prices are all falsely advertised. I am frustrated that it took so long (several days) for them to finally go through the processing and let me know they could not confirm the first two prices. By this point flights had gone up, but if they had initially just told me they couldn't get any of the advertised prices I could have gone with a cheaper option from other airlines. Now all the flights are increased. I sent hours and on the phone with agents over several days. I am requesting $2400 for the damages and time caused as this is the increased price I will now have to pay on account of their bait and switch practices.

  Business Response

  Date: 04/20/2025

  To Whom It May Concern,

   

  Thank you for the opportunity to address this matter. We take all customer concerns seriously and are grateful for the chance to provide clarity regarding this case.

  
  After a detailed review of our records, we would like to confirm the following regarding Ms. ******* ***** Maiellos attempted booking:
  On April 10, 2025, the customer initiated two separate booking attempts under Order #********* and Order #********* for the following itinerary:
  Outbound: JFK * *** on June 20, 2025
  Return: *** * SFO on July 22, 2025

  
  During the booking process, the fare increased for one of the passengers before the transaction could be completed. As a result, the customer opted not to proceed, and the ticket status remained rejected, indicating the booking was not finalized or accepted.
  As a third-party travel agency, we operate in real-time with live airline inventory. Ticket prices are managed dynamically by airlines and may fluctuate due to demand, seat availability, and airline pricing strategies. While these changes are beyond our control, our team made every effort to assist Ms. ******* by providing available alternatives at the time.

  
  We sincerely understand how unexpected fare increases can be frustrating. It is important to note that airfare is only guaranteed at the time of payment. In this instance, the price change occurred before confirmation, and therefore no ticket was issued, no booking was finalized, and no charges were applied to the customers account.

  
  We appreciate your time and attention to this matter. Should any further information be required, we would be happy to provide additional documentation or clarification.

  Customer Answer

  Date: 04/22/2025

  I am rejecting this response because:   They have not rectified the situation in any way and are falsely advertising prices that do not exist. 
  

  Business Response

  Date: 04/23/2025

  To Whom It May Concern,

   

  Thank you for the opportunity to address the concerns raised in this complaint.

  We understand the customer's frustration regarding the discrepancy in airfare pricing at the time of booking. However, we would like to clarify that airline fares are dynamic and subject to real-time fluctuations driven by demand, availability, and airline-controlled pricing algorithms.
  When a customer selects a fare through a third-party booking platform, such as ours, there is a brief delay before the booking is confirmed with the airline. During this time, it is possible for the airline to adjust the fare. If this occurs before the ticket is issued, the system will return with the updated fare for the customers confirmation.

   

  Important Points for *********************************************start="1092" data-end="1095"> Airfares are not static and can change by the minute. The pricing seen at the time of selection may not always be the fare available at the time of final confirmation.

  Fare ****************************start="1298" data-end="1301"> Airlines divide seats into different pricing categories or fare buckets (e.g., Q, L, T class). If a lower fare bucket sells out during the booking process, the system automatically moves to the next available tier, which may be higher in price.

  
  Delayed *********************start="1579" data-end="1582"> Most third-party booking systems, including ours, do not lock a fare until the payment is processed and the ticket is issued. In this case, no ticket was finalized, and no payment was collected from the customer.

  
  We would like to emphasize that at no point was the customer charged for a fare they did not agree to. While we understand the disappointment that can come from seeing a price increase, we assure both the customer and the ******************** that this is a common occurrence in the travel industry and is not the result of false advertising.

  
  We remain committed to transparency and customer satisfaction and are available to assist the customer with any further questions or future travel needs.