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:02/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business Site: ********************* 
  
  I have been struggling with Gurufare for months now. I realize we should have done research before buying airline tickets through this site, so I am writing to BBB in hopes this can help others as I firmly believe this is largely a scam and that BBB may be able to help resolve our issue.
  
  To start, Gurufare is an online airline ticketing "agency". They promise reduced fares and white glove service on tickets purchased. It is run by ************, Inc. My concern with Gurufare is that it may not be legitimate. Gurufare's online support is a bot that purposefully "glitches out" within a couple minutes of interaction. I have tested on different devices and confirmed the behavior. The customer service support line sends you a text with a fake link (it has spaces in it) and then when you do get to speak to someone live, they send you links to webpages that can't be found. Live agents (likely an offshore call center), promise they can complete your support request, then close out the case without resolution or follow up. I have called them at least 20 times checking on the status of my ticket.
  
  Most recently, Gurufare committed to making a change to our existing itinerary and said we would not be charged unless the booking was complete and the tickets were issued. Instead, they charged me an additional $600 and failed to advise that the itinerary change wasn't accepted. When I called, they confirmed that they knowingly charged my card without making the change which is not acting in good faith, and also mentioned it should've been a lower price. I fear I will now have to go through another set of calls and follow ups to get reimbursed.
  
  If possible, I would like to get reimbursed for our initial $1200 as we were offered no white glove support and the additional $600 that was charged inappropriately. I can provide background and documentation for all of these claims.

  Business Response

  Date: 03/14/2023

  To whom it may concern,
  
  
  
  Thank you for bringing this matter to Gurufare's attention.
  
  We take customer satisfaction seriously and would like to take this opportunity to address your concerns.
  
  
  
  Allow us to apologize for the negative experience encountered with the rebooking. Review confirms rebooking attempt, however, the airline company has reverted the changes and did not allow us to reissue the ticket with the new travel dates requested by the customer. As a result, the charged amount was successfully returned back to the customer's form of payment.
  
  
  
  We acknowledge the customer's request to receive a refund in the amount of ~1200 which was paid for the reservation, however, fulfilling this demand is not possible from our side. Based on the information associated with the traveler's reservation, a full refund is not permitted per fare rules and airline policy. The airline penalty as well as the deduction of the non-refundable taxes have to be done.
  
  
  
  However, prior to the refund being processed, a chargeback was initiated by the customer. Therefore, at this time, no further assistance in processing the refund has been provided because a credit card dispute was initiated. Currently the internal chargeback team has been assigned the case and is working with the credit card company for the dispute resolution.
  
  
  
  Should the customer wish to drop the chargeback request, we will be happy to assist further with the refund per fare rules.
  
  
  
  We are confident this information addresses the matter at hand
  
  
  
  Thank you,
  
  Gurufare Service Team
  
  
  
  
  

• Initial Complaint

  Date:01/04/2023

  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.

  see attached letter to AranGrant dated Jan 3, 2023

  Business Response

  Date: 01/16/2023

  To whom it may concern,
  
  
  
  Thank you for bringing this matter to our attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns.
  
  
  
  Review confirmed an involuntary schedule change for the inbound portion of the flight. An alternative option was offered by the airline but it didn't suit the traveler's requirements.
  
  Thus, the customer requested a partial refund instead. In response to the query, assistance was provided by the service team.
  
  
  
  It is worth mentioning that since this is a partially used ticket, the refund needs to be calculated and processed by the airline itself.
  
  Such requests are processed longer than fully unused tickets and sadly, at that time we were not able to advise an estimated time frame as to when it will be processed.
  
  
  
  According to the carrier's calculation the most expensive part was used, hence, the refundable amount for the unused portions of the flight, excluding the non refundable taxes and fees, will be - $306.27 per ticket.
  
  
  
  Please be reminded that at the time of booking the customer agreed to our terms and conditions which clearly states that the Travel Protection bundle covers exclusively - a fully unused flight reservation.
  
  And the Flexible Ticket plan is designed to allow customers to make date and time changes on flight booking without covering the airline's change fees or processing fees.
  
  
  
  Shall the customer wish to proceed with the partial refund for the reservation, we will be glad to assist.
  
  
  
  We are hopeful you will take all the relevant factors of the situation into consideration.
  
  
  
  
  
  Kind Regards,
  
  Arangrant Service Team.
  

  Business Response

  Date: 05/22/2023

  To whom it may concern,

  We would like to follow up on this case and provide an update in regard to the matter.

  ARANGRANT's service team is pleased to confirm that we managed to come to a mutual agreement with the customer and partially fulfill the refund request.

  As per the customer's request, we have processed a refund in the amount of $**** USD to the original form of payment. The credit will be reflected on the banking statement within the following billing cycle. Additionally, as an act of appreciation, we have issued the travelers with * vouchers in the amount of $*** each that will serve as a discount for a future reservation booked with our agency.

  Although originally, we were unable to secure for the passenger a different alternative suitable option, it is our hope to serve him in the future under more pleasant circumstances.

  Best regards, ARANGRANT Service Team.

• Initial Complaint

  Date:11/17/2022

  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 plane ticket from GuruFare on ITA Airlines opperated by Delta. I paid extra for the ability to change my ticket. I showed up to airport on time. The Agent checked me in, she called gate to make sure I had time. I was delayed escessively at TSA. I got to gate with plane still on ground 15 min before take off. They would not let me board. I called right away to rebook flight right away at gate before plane took off. They told me I had to go to ticket counter. I went to ticket counter, I waited 45 min while the agent was on hold trying to reach international ticketing. Was told after 1.5 hours of waiting at gate with agent I had to call ITA Airlines. Still physically at airport, (no ITA counter exists). I called ITA, was told call travel agent. After 45 min on hold and talking to ITA, told to called travel agent. Travel agent said ticket "no good" since not called at gate right away before plane took off. Agent, ITA and Delta refusing to rebook ticket or give any kind of refund or credit even though I paid extra for ability to change ticket.
  

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 5, 2022/11/29) */
  To whom it may concern,
  
  Thank you for bringing this matter to GuruFare's attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns.
  
  Allow us to confirm that no additional bundle was added to the reservation, which grants the traveler the ability to exchange the flight after departure or request a refund for the ticket.
  
  According to the information received from the Delta Airlines' representative, the traveler was late to the original flight departure due to TSA pre-check at the airport.
  As a result, the passenger was marked as a no-show. The customer tried to exchange the ticket directly with airport representative, but unfortunately, they were not able to do so due to the fact that ITA Airway's system has put a restriction. Therefore, the ticket was not exchanged and the traveler's ticket value was forfeited due to the no-show remark.
  
  Sadly, we will not be able to fulfill the traveler's refund demand. As much as we sympathize with you, but we act in accordance with the airline's policy and the ticket fare rules.
  Based on the ticket fare rules it is a completely non-refundable fare, only a tax refund is permitted in the amount of $23,40.
  
  Shall the customer provide authorization to process the tax refund, a credit in the amount of $23,40 will be issued back to the original form of payment and displayed on the statement within one billing cycle.
  
  We are confident this information addresses the matter at hand.
  
  Kind Regards,
  GuruFare Service Team.

• Initial Complaint

  Date:10/29/2022

  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 09/11/2022 morning, at https://ovago.com website we found a return flight ticket under the attractive logo of Qatar Airways to travel from New York to Delhi. Immediately, we paid the full air ticket fare $1562.69 for all 3-family members: myself, my wife and my 6-month old daughter. Later, we received an email with OVAGO booking number ********
  
  It took 3 days for us to realize that we were trapped in an air ticketing trap/scam i.e., Code sharing, which was misused to lure the travelers.
  
  To easily sell an air ticket, the travel agency promoted Qatar airways ticket with Logo, Qatar airways Name, and Qatar Airways code sharing flight number QR 9000, without informing the actual flight number AA 120 of American Airlines to the buyers.
  
  Why were we trapped under an aviation Code Sharing scam?
  Low quality airlines jointly operate with high quality airlines under "Code Sharing" to easily sell the low quality flight ticket. High quality flight numbers (QR 9000) be shown before booking the flight ticket, but after booking, the Low quality flight numbers are shown. It's truly a trap to lure the consumers to buy the airline ticket. We booked QR 9000 flight number with a feeling of Qatar Airways flight, but QR 9000 means AA 120.
  
  Why was the AA 120 number not shown before booking the flight ticket to us? Because travelers can be easily trapped under QR 9000 flight of rich flights. Because travelers don't buy low quality flight tickets.
  
  Therefore, we request REFUND from the Ovago travel agency, as Ovago did not show us the actual flight number AA 120 or AA 121 before booking the flight ticket. We don't want to travel in AA 120 and AA 121 flights with our infant.
  
  We hope that fake publicity under code sharing will be stopped by airlines and air travel agencies/agents in future.
  
  Thanking you
  
  Sincerely,
  
  
  R *******

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/11/02) */
  To whom it may concern,
  
  Thank you for bringing this matter to Ovago's attention. We take customer satisfaction seriously and would like to take this opportunity to address your concern.
  
  Review confirmed that the traveler booked the flight online and the codeshare partner was swapped since American Airlines required for the tickets to be displayed under their designator.
  We invite the customer to check the email confirmation received when the order was placed and the ticket was issued. As per that email it is stipulated that the operating carrier is Qatar Airways.
  
  We understand the traveler's concern, but unfortunately from our side we will not be able to proceed with the refund request for a confirmed flight. The only available option is voluntary exchange.
  
  If the customer wishes to proceed with the voluntary exchange, we will gladly assist on it.
  
  We are hopeful you will take all the relevant factors of the situation into consideration.
  
  Best regards,
  Ovago Service Team.
  
  
  Consumer Response /* (3000, 7, 2022/11/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Ovago ticketing agency misused the Code sharing method between American Airlines & Qatar Airways.
  Ovago promoted only Qatar airways name but hide the actual fact that we are booking American Airlines ticket.
  ticket was issued by a travel agent under American airlines stock ticket 001 not Qatar Airways 157, hence any ticketing issues/requests have to be processed by a travel agent Ovago only.
  This ticket is purely sold us neither by Qatar airways nor by American Airlines, but only by Ovago agent.
  
  A smart move here by Ovago is sold us a non-refundable ticket under the fake banner of Qatar Airways with its logo, name and number QR 9000.
  
  With our new born baby, we desired to proudly fly in Qatar airways only from USA to INDIA.
  
  Why did not Ovago gave us fact that we are flying in AA 120 Flight?
  
  What is Voluntary exchange? Do we need to pay?
  
  enclosed order copy sent us by Ovago where no American Airlines word even mentioned.
  
  thx
  
  R *******
  
  
  Business Response /* (4000, 10, 2022/11/07) */
  To whom it may concern,
  
  Thank you for bringing this matter to our attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns.
  
  Review confirms a cancellation for future usage performed on November 5'th for the reservation. The traveler was made aware and confirmed that they have to complete the trip within 12 months from the original date of issuance, the credit will be valid until 11 Sep 2023.
  
  The customer was informed and acknowledged the information in written form.
  
  
  We are confident this information addresses the matter at hand.
  
  Best regards,
  Ovago Service Team.
  
  
  Consumer Response /* (4200, 12, 2022/11/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  To whom it may concern,
  
  I did not received any confirmation from OVAGO about my refund or American Airline CREDIT. The dispute is not yet been resolved.
  Since the ticket is issued by the American Airlines, the airlines CREDIT if received by OVAGO company, It should reach us properly.
  Therefore, OVAGO should refund $1562.69 amount, or send us the American Airline CREDIT of $1562.69.
  
  First, OVAGO took our $1562.69 by cash while selling us us American Airlines ticket on the name of Qatar Airways. That is totally wrong.
  Secondly, if OVAGO holding our American Airlines CREDIT of $1562.69, why don't OVAGO send us Credit confirmation yet?
  
  Therefore, we sincerely request BBB office to collect our American Airlines CREDIT confirmation from OVAGO and send us at the earliest possible.
  
  Thanking you sir/madam
  
  With regards
  
  R *******
  
  
  Business Response /* (4000, 14, 2022/11/11) */
  To whom it may concern,
  
  Thank you for bringing this matter to our attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns.
  
  We acknowledge your refund request, however processing it is not allowed since it is a non-refundable fare.
  
  As a result, with your authorization the tickets were cancelled and put on hold in order to be used for future.
  
  Records indicate that the traveler received the email confirmation in regards to the allocated credit and its conditions to be used.
  
  Please find attached the future credit offer and traveler's confirmation.
  
  We are confident this information addresses the matter at hand.
  
  Best regards,
  Ovago Service Team.
  
  
  Consumer Response /* (4200, 16, 2022/11/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Dear BBB team,
  
  Thank you for response.
  
  Initially, Ovago sold an American Airline ticket on the name of Qatar Airways.
  When we requested for the full refund, Ovago rejected to accept their mistake in Proxy way of selling an airline ticket.
  Finally with lot of conditions, they want to provide a Credit for future use and force the consumer to accept the credit with several conditions.
  Ovago forced me to accept the Credit of the ticket with conditions 24 hours before the flight departure. Ovago threatened us of loosing the money, that if we don't accept their conditions on the credit, we will loose complete amount of the ticket. The conditions of Ovago to issue the credit is very stressful.
  Therefore, we want Full refund back from the Ovago, or issue the full Credit Unconditionally.
  
  thanking you
  
  regards
  
  R *******
  
  
  Business Response /* (4000, 18, 2022/11/25) */
  We apologize for the customer's dissatisfaction.
  Allow us to further elaborate.
  
  Please note, while processing and issuing the ticket, there were no mistakes, errors or protocol violations.
  The ticket was issued, as originally booked. It has the same operating carrier, the same plane, the same personnel, the same route and the same timings.
  
  We noted the passenger's concern of the ticket being illegally issued on the codeshare partner, however, this cannot be considered true.
  The selected flight number, as mentioned previously, is marketed as both QR9000 as well as AA120. We invite the customer to check the above-mentioned information and confirm it on the airline's website directly, in this case, QatarAirways.COM
  
  As for the refund request, unfortunately we won't be able to fulfill the passenger's demand.
  Based on the ticket fare rules it is a completely non-refundable fare. Only changes are permitted.
  
  We would also like to point out, that initially, the passenger's refund request was based on a personal decision or change of plans, not due to the ticket being issued on a codeshare partner. According to our communication between us and the customer, the decision to cancel and refund was due to Mr. *******'s concern that the itinerary with the codeshare partner, American Airlines, had a longer flight time than Qatar Airways.
  But later on when this was clarified not being the case, the refund request's reason shifted towards the basis of a medical appointment, which was scheduled 2 days after the original departure date.
  
  As per DOT regulations, the customers are not entitled for any refund in case they bought non-refundable tickets or refuse to take the flight due to personal reasons.
  
  
  Hence, in order to avoid losing the ticket value completely, the reservation was cancelled and put on hold as a future credit per our service team's recommendations. Assistance was provided in accordance with the airline's rules and regulations, as well as ticket fare rules. We'd also like to add, that the customer's reservation was issued on a published fare, meaning, the passengers will be able to rebook it directly with the airline. In case, changing the origin and destination will be allowed by the airline, then the tickets will be issued for the desired origin/destination.
  
  Hopefully this clarified the situation a bit.
  
  We sympathize, but we act in accordance with the air carrier's policy. In this case fare rules apply. In case you wish to obtain a different outcome, we invite you to reach the airline directly.
  
  Best regards,
  OVAGO Service Team
  
  
  Consumer Response /* (4200, 20, 2022/11/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Dear Sir,
  
  Error 1 of Ovago:
  
  Please find the enclosed order details at the time of ticket for which Ovago sold its American Airline ticket on the name of Qatar Airways while misusing the Code sharing method.
  
  Since our first contact with Ovago, we stated this primary reason for requesting the full refund. Later Ovago tries to convince us but we never accepted anything except the full refund.
  
  Error 2 of Ovago:
  They stated that the airline credit must be used before the 1 year of date of purchase, which means 11th September 2023. But when we asked directly the American airline they said the credit can be used before 31st December 2023. Please listen to the audio recording of Ovago and speak to the American airline customer service to verify. How can Ovago tried to impose its own rules on an airline customer like this?
  
  Since day 1, we only stated one reason for our full refund: Ovago broke our faith completely and destroyed our family dream of flying in Qatar airways only with our new born baby first time.
  
  When Ovago, did not accepting our refund, we requested Department of Transport (DOT) to help us to get refund. The dispute will soon become historical due to the misuse of Code sharing method by an airline ticket agent.
  
  We request BBB to Kindly help us to get FULL REFUND from Ovago without any further escalation. The dispute will neither be ended, nor be settled until the FULL REFUND be issued to us.
  
  Please find the enclosed order details for verification.
  
  thank you sir
  
  with regards
  
  R *******
  XXXXXXXXXX

• Initial Complaint

  Date:10/03/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company falsely advertised easy booking. Made it incredibly difficult to rebook a flight due to cancellations per the airlines. Were incredibly rude and hung up on multiple times claiming no responsibility to assist the customer with compensation due to layover flight changes (overbooking, technical errors, and loss of flight gates). Company pushed all errors back on the passenger and due to using a booking company airlines could not assist passenger due to booking agency acting on passenger behalf.
  
  Sought hotel/food accommodations as to be provided due to a change of more than 4 hours cancellation of flight (layover changed from 3 hours to 22.5 hours). Consistently told that it was not their problem per "policy". Offered a refund after a fee was assigned, due to "paying" extra this fee would be removed with a "flight protection plan". Overall, reporting this company to request a demerit on any attempt to be accredited via BBB.
  
  I know this seems petty but this has happened to many people through this booking company and the consumer should not be told to "eat rocks" or "you're ***", no attempt to assist was pursued by the booking company and I can see why their reviews are poor.
  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 5, 2022/10/10) */
  To whom it may concern,
  
  Thank you for bringing this matter to GuruFare's attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns.
  
  Review confirms an involuntary cancellation for the returning segment of the flight. In response to the query, assistance was provided by the service team.
  
  We have offered an alternative option as reprotection, however, it was declined as it didn't suit the traveler requirements. As a result, a refund was offered instead.
  
  Sadly, the traveler declined any refund and demanded an alternative option suitable for his needs.
  Based on the availability in the airline's inventory, we will not be able to fulfill the passenger's request. As much as we sympathize with you, but we act in accordance with the ticket fare rules and airline's policy.
  
  In case the alternative offered is not acceptable, the only solution is an involuntary refund as per the schedule change policy.
  
  Shall the customer wish to proceed with the initiation of the refund, or accepting the alternative flight offered, we will be more than happy to assist.
  
  We are hopeful you will take all the relevant factors of the situation into consideration.
  
  Best regards,
  GuruFare Service Team.

• Initial Complaint

  Date:09/27/2022

  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.

  In June of 2020, we booked 2 tickets for United Airlines thru OVAGO (for a trip Newark to Australia for $980 EA, $1860 total). Due to Covid19, Australia closed its borders to all except Australian citizens and permanent residents, so we were unable to compete our trip. As the result we were issued a credit good till the end of 2022.
  
  Unfortunately, as per United, we can only access this credit thru OVAGO as they were the agent that sold us the tickets. On Sept 2, 2022, we called OVAGO to rebook our flights using this credit. We were told they had to get the credit approved by United which would take 3-4 days and they would call us back. We called back after a week and were told they were still waiting for approval and they would call us as soon as approved. A week later, still no tickets, 2 weeks later still no tickets and no call back. In fact OVAGO never returned one call when they promised. Over this time period, we were given conflicting information, got transferred to lines unanswered, were cut off etc....you get the idea. We called them repeated for the next 3 weeks....all during this time the ticket prices for our flights were going up and since we didn't have a confirmed booking we didn't have fares locked in.
  
  At the beginning of this process OVAGO quoted a price for tickets was $1061 plus our credit which after 3 weeks of delays was still not approved. Eventually OVAGO told us they could get the credits approved with ticket prices that were $2XX-XXX ea. more than prices shown on the United website and even then we never received a firm booking. Due to constant delays, and because ticket prices were rising almost daily, we gave up on OVAGO and purchased new tickets directly for approximately $2600 ea. In summary, OVAGO's poor service cost us over $2000, plus they still have our credit which seems impossible to use.

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 10, 2022/09/30) */
  To whom it may concern,
  
  Thank you for bringing this matter to Ovago's attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns.
  
  
  Review confirms a cancellation for future usage performed on 27'th of November, 2020.
  On 12'th of August 2022, the traveler reached our service team and requested to use the future credit towards a flight reservation.
  
  Unfortunately, the desired option required changing the route, which was not allowed as per fare rules and airline policy. For that reason, in order to assist the passenger **** the desired resolution, a waiver was requested from the airline for the exchange permission. However, since there were delays in getting the exchange permission, the passenger ****** the trip with a different merchant and requested a refund instead.
  
  Regretfully, processing any refund is not permitted, since based on the ticket's fare rules, the fare is completely non-refundable only changes permitted.
  
  As the customer booked elsewhere, no changes were made and the reservation was left as it is.
  The future credit and ticket validity was extended and must be rebooked and travel completed by Dec. 31, 2023.
  
  Should the customer wish to rebook, we will gladly assist with the issuance of the tickets.
  
  We are confident this information addresses the matter at hand.
  
  Best regards,
  Ovago Service Team.

• Initial Complaint

  Date:09/23/2022

  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 haven't been able to get through to agents via their customer service phone line (*****************), or through email (*************************), and their live chat agents could not solve my issue .
  
  I booked two flights to Alaska for a friends wedding on May 8 through your agent Vish (one of the booking numbers was *******, $832, the other was *******, $812). I had booked two flights through Vish within 20 minutes of each other, and needed to cancel one. ******* was canceled and refunded, but ******* was apparently rejected in the system without my knowledge - I had been told it was booked. I was never notified about the rejection.
  
  So I was left unknowingly without a flight.
  
  On Sept 1st, the day before my flight was supposed to go out, I checked the details and discovered I had no flight. I then got in touch with your agents (attached) and tried to book another flight or get the problem fixed. I ended up finding a flight through Alaska Airlines cheaper than your agents could offer me day-of to fix the problem.
  
  I had to spend $1,194 on a day-of ticket with Alaska Airlines because of a booking error through Gurufare. I would like to be paid the difference in ticket prices between $812 and $1,194, for a total of a $382 in payment.
  
  I have provided documentation of my day-of purchase through Alaska Air, which is for the same flight itinerary as was purchased and canceled/rejected on May 8. I have provided copies of documentation for ******* and *******. I have also provided copies of my conversations with your live chat agents.
  
  I hope this gets resolved, it was really frustrating to have to buy a day-of ticket at insanely high prices because of a lack of communication from your agents.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/09/27) */
  To whom it may concern,
  
  Thank you for bringing this matter to our attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns.
  
  
  Records indicate that the booking was never confirmed. The traveler has never received a confirmation of it being issued after they cancelled the reservation "*******" via chat.
  
  We believe there was a misunderstanding and as a result of reaching out to different agents -- cancellation was made for both of them.
  
  We can only apologize for the frustration you've experienced throughout, but fulfilling the compensation request is not possible from our end, especially on sales which were rejected.
  
  
  We are hopeful you will take all the relevant factors of the situation into consideration.
  
  
  Kind Regards,
  GuruFare Service Team.

• Initial Complaint

  Date:08/03/2022

  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 November 4, 2021, I purchased 2 tickets from Chicago O'Hare to Bangkok Thailand to fly out on American Airlines on Dec 20, 2021. One ticket was for me, the other for my daughter. My daughter contracted Covid on December 17 and could not go with me. I canceled her reservation and received an email from Ovago saying I had until December 31, 2022 to rebook a trip. The amount of the her ticket was $1287 (Booking reference #O1524C4).
  On June 24, 2022, I contacted Ovago to use the amount of the ticket to purchase a flight to England for December 18, 2022. I was told that the flight had to be booked for before November 4 (the purchase date). This is clearly not what I was told in an email from them. Then, I tried to use the voucher to purchase a flight to Austin TX leaving July 29. The agent told me American Airlines would have to approve the exchange of an international ticket to a domestic ticket. I called AA to see what their policy was, and they told me it was up to Ovago, not them, to decide this since Ovago had purchased the original tickets and could exchange them if they wanted to. Ovago told me to wait to hear from them. I called and emailed repeatedly up until July 27, when the price of the ticket reached over $600. The agent kept sending me the same email that said they are waiting for the airline to approve the request, including an email on the day we returned from the trip.
  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 7, 2022/08/18) */
  To whom it may concern,
  
  Thank you for bringing this matter to our attention.
  We take customer satisfaction seriously and would like to take this opportunity to address your concerns.
  
  Review confirms a voluntary rebooking attempt with the allocated credit. In response to the query, assistance was provided by the service team. However, since the new requested option required changing the fare type and the origin and the destination of the trip, we had to get the approval from the airline first, since such changes are restricted per fare rules. Due to the overwhelming volume of exchange inquiries generated by multiple flight cancellations, there was a delay in confirming the waiver for exchange allowance.
  
  Regretfully, our change request was declined,
  
  As the traveler booked the desired option elsewhere, no changes were made and the reservation was left as it is.
  
  We hope this clarified the misunderstanding a bit.
  
  Best regards,
  OVAGO Service Team.
  
  
  Consumer Response /* (3000, 9, 2022/08/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Ovago failed to respond to 2 issues:
  1) On June 24, 2022, I called Ovago to purchase an international ticket in exchange for the canceled ticket. Travel dates were for Dec 18-28, 2022. Despite the email I received from Ovago on Sat, Dec 18, 2021 indicating that travel could occur "anytime by 31 December 2022" (see previous attached email), I was told the travel HAD to occur before the booking date (Nov 4, 2021). This was clearly a contradiction in what I was told IN WRITING.
  2) When I called American Airlines, they told me the decision to transfer an international ticket to a domestic ticket was up to Ovago, not AA. Ovago had plenty of time to discuss this with AA or their own sales people before I traveled but only sent me messages saying that AA had to approve the change of ticket. It was clear Ovago had no intention of honoring the canceled ticket and were just stringing me along until I gave up requesting an exchange of the ticket.
  I have now forfeited $1287 for the original ticket, and spend $637 for the last-minute ticket I had to purchase for the domestic flight (the domestic ticket was about $300 when I first contacted Ovago and I would have been fine exchanging the $1287 for this domestic ticket.)
  
  
  Business Response /* (4000, 11, 2022/09/02) */
  We apologize of the customer's dissatisfaction.
  Allow us to clarify a bit more.
  
  As much as the carrier allows changing the trip type from an international to a domestic one, it is worth keeping in mind that it can only be done for published fares. In case the ticket is issued on a private fare and there is no options for domestic flights listed as private fares, then the exchange option is not permitted as per fare rules and airline policy.
  
  We understand that the passengers is willing to forfeit a higher amount in exchange for a domestic flight, but from our end we are limited to process such an exchange. The only solution for us to have a chance for such an exchange is if the passenger will reach our service team several weeks from now to check if there's any availability for private fares in the airline's inventory. In case the exchange will be a possibility, our travel agents will gladly assist with the issuing for the new travel dates.
  
  Else, it is best to reach the airline and make the exchange for the desired itinerary with them directly.
  We act as an intermediary between passengers and airline companies. We're imposed to follow their rules and regulations when it comes to exchanges or refunds.
  
  Hopefully this clarified any misunderstandings.
  
  Best regards,
  OVAGO Service Team.
  
  
  Consumer Response /* (4200, 13, 2022/09/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like Ovago to respond to the first part of my claim about why the agent I spoke with told me I had to book an international flight before November 4, 2022. This was clearly wrong based on the email I provided. If the agent was in error, then Ovago needs to fairly compensate me for this error that then led to my request for a domestic ticket, etc.
  If the agent was misinformed,I suggest a fair compensation would be to extend my voucher for another year (flight to occur before December 31, 2023). I will purchase another international flight before that date.
  If the agent was correct that I had to book a flight before November 4, 2022 (one year after purchase date - not scheduled departure date), then Ovago needs to explain the very clear email I received on Dec 18, 2021 and why there is a discrepancy in the information I received.

• Initial Complaint

  Date:08/03/2022

  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.

  I bought 4 tickets to travel to Europe on 4/30/2022 next September and paid $4210.66, my tickets was confirmed. on 6/17/2022 I received an e-mail from WoW Fare that schedule change due to cancelation of fly, I agree to the change and received other tickets that was not confirmed until today,
  i call multiple times and every time i call they working on this issue.
  i still get no tickets or Refund and need to resolve issue as I have to travel next month.
  Confirmation #WXXXXXF.
  can you please help?
  I want a full refund

  Business Response

  Date: 12/27/2022

  Business Response /* (1000, 5, 2022/08/10) */
  To whom it may concern,
  
  Thank you for bringing this matter to our attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns.
  
  Review confirms an involuntary change for the booking. In response, the passenger requested a different alternative option to be reissued, however, since the schedule change was considered a minor change, the option which was requested by the passenger required approval from the airline, hence the delay.
  
  Unfortunately, the carrier declined our change request and advised that in case passenger is seeking for change for this specific option, then it will have to be done in accordance with the fare rules, meaning, change fees and the fare difference may apply, if any.
  
  Currently the traveler's flights are all confirmed, valid and scheduled to depart. The reservation was left as it is and no changes were made.
  
  We are confident this information addresses the matter at hand.
  
  Best regards,
  WOWFARE Service Team.
  
  
  Consumer Response /* (3000, 7, 2022/08/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did not request any changes, this company change my tickets not by my request and never confirmed, Ii bought tickets in 4/39 and was changed by them on June 17th but never confirmed, I called the airline and they told me that this company make a mistake and re issue tickets without the required authorization from the airline. Until 8/1/22, tickets was not confirmed and was told that I can get a Refund. I requested but after that I asked when I will get it and no response at all from this company.
  I already get another tickets and I want my full refund.
  
  
  Business Response /* (4000, 11, 2022/09/06) */
  We are sorry if the customer feels that there was a mistake from our end.
  However, based on the status of the itinerary, the flights are scheduled as originally booked, there is no error made by WOWFARE.
  
  We acknowledge the traveler's demand of full refund, but it is with our regret to inform you that we won't be able to fulfill this request. Unfortunately, a full refund is not permitted as per the ticket fare rules and airline policy. In case passengers seek any refund, it can only be done against the airline administrative penalty to which the passengers object.
  
  Due to the fact that we are unable to assist with the desired resolution, the customer initiated a chargeback with his credit card company.
  Therefore, at this time, no further assistance in processing any refund can be provided because of the chargeback being in process.
  
  Currently the internal chargeback team has been assigned to the case and is working with the credit card company for the dispute resolution.
  Should the customer wish to drop the chargeback process, we will be happy to assist with the refund as per fare rules.
  
  Hopefully this provided more insight into the situation.
  
  Best regards,
  WOWFARE Service Team.
  
  
  Consumer Response /* (4200, 13, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  WOWFARE insisted that I got tickets and sent me the information, I called ITA airways at 877-793-1717
  and was explained to me that itinerary is there but I can't use tickets as WOW fare have a PNR modify and only WOW fare can remove, I been working with WOWFare to fix the problem for 4 months but they told me that was not possible and will refund my money in full. then i went ahead and buy 4 more tickets with a credit card and request from my bank to investigate this issue. I attached E-mails back and forth and also the promise of a full refund.
  
  
  Business Response /* (4000, 15, 2022/09/14) */
  We are sorry that the traveler feels that there was an error or a mistake to be fixed.
  
  As mentioned previously, the flights are confirmed and scheduled to depart. For that reason, the refund is only possible against the airline's penalty of 300 USD per ticket.
  
  As the traveler objected to the airline's rules and regulations, a chargeback was initiated with the financial institution.
  Therefore, at this time, no further assistance in processing the refund can be provided due to the dispute being initiated.
  
  Currently the internal chargeback team has been assigned to the case and is working with the credit card company for the dispute resolution. Should the customer wish to drop the chargeback, we will be happy to assist with the refund or exchange inquiry.
  
  We are confident this information addresses the matter at hand.
  
  Best regards,
  WOWFARE Service Team.
  
  
  Consumer Response /* (3000, 17, 2022/09/19) */
  This is in fact not true, I have all records of communication in my email. I have also called the airline to varify that new tickets have been issued, but the airline does not have any record of new tickets being issued. this is a blatant lie, and i need a refund in the full amount. I do not understand why we are going back and forth if I have all the records to show otherwise, i need a full refund as i had to buy another 4 tickets. I did not make any changes and wowfare is the one who did it. ITA airways did not authorize it, so the tickets provided are not good to fly.
  
  thank you
  
  
  Business Response /* (4000, 19, 2022/09/23) */
  Dear BBB,
  
  The traveler claims it has all the communication recorded, however, nothing can be provided which may serve as proof cannot be provided. We have advised on several occasions that the ticket mask will be revalidated closer to the departure by the airline automatically.
  
  Our supervisor has provided proof from the Global Distribution System of the itinerary being exactly the same as originally booked. We have asked proof of any unauthorized changes being done by our company on the traveler booking, but nothing was ever provided. Except verbal claims from the carrier which in fact could not be confirmed.
  
  We consider this complaint and the chargeback initiated with the financial institution invalid. It is an attempt to exploit the system in order to receive a refund without being charged the airline penalty and our company's service fee.
  
  Allow us to add that according to the DOT regulations, passengers *** not entitled for full refund in case those refuse to take the flight due to personal reasons. We have offered the refund as per fare rules to which the travelers objected and refused.
  
  As the chargeback is in process, assisting with any refund or exchange from our end is not possible.
  The transaction is locked and is being investigated by your financial institution. Additionally, the tickets are in 'suspended'
  status in the Global Distribution System.
  
  Up until the dispute is not ruled by the customer's financial institution, providing assistance is not possible.
  
  We hope this provided additional insight into the matter.
  
  Best regards,
  WOWFARE TEAM.
  
  
  Consumer Response /* (3000, 22, 2022/09/26) */
  I already raise my case and WOW fare still denied that they are the ones that make the change and never provide valid tickets for me to use, I will file a lawsuit against WowFare. This should not be done to people. They scammed me, and I was never given any valid tickets for use. I went back and forth with them for months and nothing was ever resolved. It is sad that I am losing my hard working money to a company like WowFare, they are scammers and lie to hard working people.
  
  
  Business Response /* (4000, 25, 2022/10/20) */
  Dear BBB,
  
  As per the customer's request, we would like to confirm that we addressed the matter and processed the refund in the amount of $2,272.00 on October 20th, 2022. The funds will be credited back to the original form of payment within the next 5-7 business days. The customer was informed and acknowledged the information in written form.
  
  We are confident this information addresses the matter at hand.
  
  Best regards,
  WOWFARE Service Team.
  
  
  Consumer Response /* (2000, 27, 2022/10/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  i accepted because this is very stressful and is going nowhere.
  I will be more careful in future not buying from this 3rd party companies.
  
  thank you for all your help,