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

• 

  TripRobotics Inc.

  1000 N West St Ste 1294 Wilmington, DE 19801

• 

  Ovago.com

  99 Almaden Blvd San Jose, CA 95113

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:01/24/2025

  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 round trip tickets from ********* ** to ************ ** for me and my wife. The flight schedule was delayed twice: once by 2 hours and the second by 4 hours. The total delay of 6 hours created 10 hour layover in LA to go to *********. I contacted OVAGO.com representative and they refused to refund saying that airline (******) declined to cancel and I contacted ****** and ****** said it's up to the travel agent. I tried to cancel only LA to ********* flight as OVAGO.com web site also said I am entitled to a partial refund. I contacted again OVAGO but I was told that it is not possible as the ticket belongs the one flight. ***** needs to refund the whole amount.

  Business Response

  Date: 02/05/2025

  Booking reference: OC0C4D8
  
  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 Mr. **** reached out to our service team requesting a full refund due to an involuntary change made by *************** to their departure and arrival times. Following his request, our relevant team contacted the airline for approval.
  
  However, *************** has confirmed that the time changes in their reservation do not meet their criteria for a full refund. Therefore, the refund will be processed according to the fare rules associated with your booking, entitling to a refund of $6,968.60 per passenger.
  
  Mr. **** chose to proceed with the cancellation of the seats as per fare rules, resulting in a total refund of $13,937.20 for two passengers. This amount will be processed as soon as we receive confirmation from our Accounting Team that the funds have been received from the airline. The customer was informed of the same. 
   
  We are confident this information addresses the matter at hand.
  
  Best regards,
  OVAGO Service Team

• Initial Complaint

  Date:01/21/2025

  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 am rejecting the business' response because what happened is not entirely accurate. I didn't book the flight on Ovago website. I didn't know they existed or who they were. I searched for a flight on ******* flights". Upon wanting to book a flight ****** offered the choice to book with Expedia, TripAdvisor, other websites and Ovago. After I paid for the flight on Ovago website, a couple of hours later I received an email stating that due to an "involuntary change" my trip is not possible and I was presented with an alternative of flying 2 days later. My vacation is already short and I didn't like the idea of making it even shorter. I replied to the customer service that I want to cancel to which they replied, yes, but you have to click on the attached document and accept our terms and conditions specified in it.  The terms and conditioned specified that if I requested a refund more than 24 hr after booking a trip a processing fee of 250$ will be deducted from my refund amount. My request for refund was after 25 hrs after the booking, so I thought that the 250$ were applicable to me. 

  I refused to acknowledge such a thing and I replied to customer service so and asked for my money back, telling them that if they refused i was going to complain to BBB and other places.

  Someone called me yesterday and they said I will not be subjected to any fee, they waved it for me.

  I didn't do anything wrong. Why would I be subjected to "processing fees"? A ticket was actually not bought for me. I want my money back but I also want this business to clearly inform the consumer about their "processing fee" policies before anyone books tickets with them. It is not fair to trick people like this. In the end I found cheaper tickets with another agency using the same dates and almost the same airlines. Why weren't they able to offer me this instead of asking me to delay taking my trip and only going there for 4 days?

  Thanks you.

  nd I found several discussions where people complained that this is what Ovago does, they tell people there's an "involuntarily change" and if people insist on their original dates of travel they ask for more money,I find these tactics appalling. Is this even legal? I would like to be refunded the full amount.Thanks you so much for your time and attention on this matter.Sincerely,******* *****

  Business Response

  Date: 01/21/2025

  To Whom It May Concern,
  
  We are writing in response to the complaint raised by Miss ******* ***** regarding her recent travel reservation.
  
  Miss ***** made her reservation online, during which all necessary details were collected, and a booking confirmation was promptly sent to her email address upon successful completion of the booking.
  
  Following further investigation, we found that the flight she booked was affected by a schedule change, resulting in a misconnection. To address the issue, our agent offered an alternative flight. However, Miss ***** expressed her frustration with the delay and requested a refund without exploring other available options.
  
  Our team acted promptly and provided her with a link to accept the refund amount. We want to assure you that no cancellation or processing fees were deducted from the refund offered. The only deduction applied was a non-refundable charge related to an E-SIM purchase, which was clearly stated in the original terms of her booking.
  
  We remain committed to providing excellent customer service and resolving issues transparently. Please let us know if you require any additional information or documentation regarding this matter.

  Business Response

  Date: 01/23/2025

  To Whom It May Concern,

  Thank you for allowing us to address Miss ******* Guraus recent post and concerns regarding her booking experience with our company.
  
  Based on the customers own statement, she booked her reservation online after ****** Flights provided her with various options, including multiple booking/travel agency platforms. It is important to note that all of the customers booking details were captured and processed through our online system. The reservation was successfully created without any assistance from our agents, and a confirmation email was sent shortly after the booking.
  
  The booking in question was later affected by an airline-initiated Schedule Change, which caused a misconnection. In response, our team acted promptly, adhering to the carrier's rules and restrictions for reaccommodation, and identified the next available flight as an alternative. This option, however, was not suitable for the customer, and she opted to cancel her reservation and request a refund rather than explore other potential solutions.
  
  We promptly sent Miss ***** a link to accept her refund. To clarify, no cancellation or processing fee was deducted from the refund amount. The $250 processing fee mentioned by the customer applies only to voluntary cancellations or changes initiated by the traveler for personal reasons, such as change of plans. This fee does not apply to situations involving airline-initiated Schedule Changes, as was the case here.
  
  Our team reached out to Miss ***** by phone yesterday to clarify the situation and reassure her that no fees were deducted from her refund. The refund link she received confirmed this, and we are pleased to inform you that the reservation has now been fully refunded.
  
  We regret that Miss ***** feels her experience was less than satisfactory. However, we stand by the transparency of our processes and policies. Our commitment remains to provide fair and timely resolutions for all customers while adhering to airline and industry guidelines.
  
  Should you require additional details or supporting documentation, please do not hesitate to contact us.

• Initial Complaint

  Date:01/13/2025

  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.

  The issue has been resolved and the refund received.

  Thanks

  Business Response

  Date: 01/15/2025

  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 your satisfaction is of utmost importance to us. We are committed to resolving this issue to the best of our ability.
  
  Upon conducting a thorough review, we can confirm that the customer booked a ticket  Order number: ********* for two passengers. When you agree to confirm the booking please understand that your card is charged to secure your reservation and confirm your seat with the airline. Your cancellation request was received and processed as confirmed. We understand your frustration regarding the refund process and apologize for any inconvenience caused by this situation. As part of our standard procedure, refunds typically take 2 to 4 business weeks to complete. 
  
  Verification and approval of the cancellation details to ensure accuracy.
  Coordination with payment processors and financial institutions to securely reverse the charges.
  Any additional time required by your bank or credit card issuer to reflect the refund in your account.
  
  Please be assured that this process complies with ********************************* (***) regulations and industry standards. Airlines and travel agencies are permitted to take a reasonable amount of time to process refunds, provided the timeline is communicated transparently. While we understand the inconvenience this may cause, our priority is ensuring the accuracy and security of your refund.
  
  We appreciate your patience while this matter is being resolved. As of now, your refund has been successfully processed.
  
  We value your feedback and take your concerns seriously. Please let us know if you have additional questions or require further clarification.
  
  

• Initial Complaint

  Date:01/02/2025

  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.

  The vendor has now rectified the issue in a mutually acceptable way. Thank you for looking into this issue and your valuable services to consumers. 

• Initial Complaint

  Date:11/25/2024

  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.

  Date of transaction: 11/25/2024 Amount: $1500.00 Promised to provide: international flights at a price discount Nature of dispute: Online agents, chat bot, email correspondece, and all interactions with company representative where increasingly questionable. For example, after providing my credit card number for payment, I was told it would take approximately 10 minutes to verify with other involved parties, which is not normal for an online transaction. I tried to respond to the emails received, but the emails disappeared; I was unable to reach someone for a reply. The website states the company is a member of **** (a reputable travel organization), but they are not members. The company also states they are accredited with the Better Business Bureau -- and obviously, they are not.I reached out to the company to request a refund and was told it may take 30 minutes for them to "investigate." It has now been 60 minutes. SUSPICIOUS. SUSPICIOUS. SUSPICIOUS!

  Business Response

  Date: 12/03/2024

  Booking reference: W68E0D8
  Customer Information:
  ****** ******
  ***********************
  **********************
  Daytime Phone: (816) 699-318
  E-mail: *********************************
  
  
  
  To whom it may concern,
  
  Thank you for bringing this matter to ******** attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns. 
  
  Upon review, we confirmed that on November 25th, Ms. ****** contacted our sales team via chat, seeking assistance with booking a multi-destination trip. The itinerary included a departure from *********** to ************ on January 16, 2025, and a return leg from ********* to *********** on January 27, 2025.
  
  In response to her request, several options were provided, and Ms. ****** agreed to proceed with the booking, resulting in a confirmed flight on January 16th from *********** to ************, and a return flight on January 26th from ********* to ***********, totaling $1,500.00.
  
  Later that same day, following the issuance of the ticket and the confirmation email, Ms. ****** expressed her discomfort with the process and her concerns about the legitimacy of the transaction. As a result, she made a separate reservation directly with the airline.
  
  To assist Ms. ****** with her cancellation request, we voided the ticket and processed a refund of $1,490.18, with a non-refundable $9.82 tip as mentioned in our Terms and Conditions under "Applicable surcharges in case of cancellation of the reservation" which can also be accessed through this link ******************************************.
  
  Additionally, as a gesture of goodwill for choosing our service, a $25 travel voucher was provided, applicable to her next trip with us.
  
  We are confident this information addresses the matter at hand.

  
  Best regards,
  WOWFARE Service Team
  

  
  

• Initial Complaint

  Date:11/25/2024

  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 am rejecting this response because:   

  1.  The Split Tickets Issue described by AranGrant is misleading.  This allows them to play a classic "Bait-and-Switch" game as they tell the customer that this split allows the customer to save money  which is obviously attractive, and they then ensure that the full airfare is fully paid by the customer.  They do not volunteer any discussion on the **** for using this approach.  Once they confirm that the non-refundable tickets have been paid in full, only then they start discussing about Travel Insurance and the extra costs, again without any written or clear cut points about its implications for split ticket cases.

  2.  Cancellation By *************  Please note that despite having been charged extra for a Travel Insurance by AranGrant , when we were compelled to cancel the whole trip, we were told that the Travel Insurance was not covering our cancellation.  It was only when ************ on their own cancelled our specific Flight that ********* agreed to give us a refund for that portion.

  3. Cancellation Policy with Lufthansa.  Despite our Travel Insurance we were not refunded for the Lufthansa flight from ***** to *******, which we could obviously never take as our flight to ***** had been cancelled.

  4. ********* Management has behaved arrogantly and never bothered to call me to discuss this matter, despite their Customer Support having sent me emails that their Manager would call me.

  5.  I believe AranGrant does this with many or most of its customers and should not be allowed to continue this unfair behaviour.  

  6.  I insist that AranGrant needs to compensate me in a fair manner & BBB should ensure that this kind of treatment by AranGrant be stopped., as it is a bad business practice to withhold crucial information from a customer before taking any payment from them.

   

   

  a good price by splitting the flight tickets between different Airlines without providing any details on the complications in case of changes or cancellations of any one segment of the flight. Once they get the full payment for those flights booked through multiple Airlines, they then talk about Travel Insurance. Once we had to cancel our Flights they told us that the ************ had also cancelled our ************* finally agreed to refund us for those *** Flights in full. However, the Lufthansa Flights were not refunded though we had paid for the Travel Insurance.We need the amount refunded or provided a Travel Voucher valid for that Amount of $ ***** valid for ********* or other flights for ********** addition we strongly recommend that BBB should make sure that ********* does not cheat other customers in future. In addition to their Texas address, please note that our correspondence was with: AranGrant, *****************************************************************************************Thanks.

  Business Response

  Date: 11/27/2024

  Dear Better Business Bureau Representative,
  
  We are writing in response to the complaint filed by ********* ****** regarding their recent travel booking experience with us. We understand the concerns raised and would like to clarify the situation with the following details:
  
  Split Tickets Issue
  The flights booked for the customer involved split tickets, which were offered as they provided a cost-effective solution for the desired travel itinerary. This approach was discussed and approved by the customer during the booking process. The intention behind offering split tickets was solely to provide a more affordable option, ensuring the customers budgetary requirements were met.
  
  Cancellation by *********** (Booking ID: ********:
  The cancellation of the *********** segment was a result of a travel advisory issued for the ******* region. Given these unforeseen circumstances, a refund for the canceled segment was processed successfully and communicated to the customer.
  
  Cancellation Policy with ********* (Booking ID: ********:
  The ********* segment from ***** to ******* was governed by their specific fare rules. Despite our efforts to explain the situation to ********* and advocate on the customers behalf, their policy does not permit a refund or credit for the ticket purchased. While we fully understand the customers frustration, airline policies regarding cancellations and refunds are beyond our control. ********** decision in this matter is final, and we regret any inconvenience caused.
  
  Throughout this process, we have made every effort to communicate transparently with the customer, providing detailed explanations of the airline policies and the steps taken on their behalf. All relevant information was shared via email, and copies of this correspondence are attached for your review.
  
  We deeply regret the inconvenience the customer experienced and sincerely apologize for the challenges faced. However, we must respectfully stand by the points mentioned above and emphasize that our actions were taken in accordance with airline policies and the information provided during the booking process.
  
  Thank you for your understanding. We hope this explanation provides clarity regarding the matter. If you require any additional documentation or further information, please do not hesitate to contact us.
  

  
  Sincerely,

  ARANGRANT Team

  Customer Answer

  Date: 12/02/2024

  I am rejecting this response because:   

  AranGrant never mentioned nor sent in any email/texts to clarify the constraints for a split airline ticket till after taking our full payments first for the airfares and even when we paid for the travel insurance.  Can they produce any evidence to prove that they did talk about any issues with the split ticket before taking my payments?  

  Another issue I have is with what they are tal;king about the Travel insurance.  What their statement implies that even when a customer has paid for ********************** Insurance, he can be refunded the fare if & only if the Airlines has itself cancelled the flight, not when the customer has had a strong reason to cancel it.  When the Airline cancels its flight, then they are automatically bound to refund or provide a Travel Voucher for subsequent use.  The Travel Insurance is not required for that.  Please get a FULL Clarification on this from AranGrant.

  If they are allowed to get away with this behaviour then ********* will continue to cheat other customers as well.

  AlanGrant needs to:

  1. Compensate me in a fair manner as soon as possible. 

  2. They MUST guarantee that they send written list of constraints to every potential customer in advance of asking them to make any payments. 

  3. Their Travel Insurance is not cheap as compared to any third party insurers that I have used in the past, like IMG or Travel ********************** and provides none or very limited protection as compared to those.  This may be eligible for a legal & regulatory scrutiny by Federal Government.

   

   

  Business Response

  Date: 12/02/2024

  To whom this may concern,

  Thank you for bringing this matter to AranGrant's attention again. We take customer satisfaction seriously and would like to take this opportunity to address these concerns.

  We understand the concerns regarding split tickets and the lack of clarity about potential drawbacks. During the booking process, our sales agents specify that all tickets are non-refundable unless otherwise stated in the ticket policy. Customers are also informed that, upon accepting the offer, they assume responsibility for potential scenarios post-booking, including unforeseen events such as travel bans.
  
  Regarding the refund for the ************ flight, we understand the disappointment with the limitations of the travel insurance the customer purchased. Since this is a separate service provided by a third-party, the terms and coverage of the insurance are beyond our direct control. However, we are pleased that ************' cancellation allowed us to refund the corresponding portion of his ticket, as per their Schedule Change policy.

  We also recognize the inconvenience caused by ********** policy, which did not allow a refund for the Delhi-to-Palermo flight despite the cancellation of his connecting flight. While we made every effort to advocate on the customer's behalf, the airlines policies and case-specific decisions remain beyond our control.

  We regret that the customer felt our management did not adequately address the concerns. Our escalation team is located in a different time zone, which can cause delays in scheduling direct communication. While we addressed your concerns via email and requested confirmation of a suitable time for a call, but we did not receive a response. As mentioned in our last email, all important information regarding the customer's case was outlined on the email.

  We deeply regret the difficulties encountered and appreciate your patience as we work to improve our processes.

   

  Sincerely yours,

  AranGrant Team

• Initial Complaint

  Date:11/25/2024

  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 bought a two way for my brother to go to *********** for his wife funeral on July *******. The funeral was on the forth which was on Sunday. There was a problem with the airline so they told us to contact the agency and we did. The agency were offer us a ticket for the Monday . I told them that it will not work because the funeral is on Sunday and he have to be there.I ask them can he use the return ticket to come back they told me no. I ask them to please work with and give us even part of the money for his return they said they cannot do that. When ever I call them they said they will get back to me and never did. Everything I call it was the same thing. They told that they will make a decision on the 11 of October. I call them on the 15th of October and spoke with someone they told that they a decision and they will return the money. Two days later they send me an email saying that they do rule in my favor.

  Business Response

  Date: 11/27/2024

  To whom it may concern,

  
  Thank you for bringing this matter to our attention under case BID W0674FA. We take customer satisfaction seriously and appreciate the opportunity to address these concerns.

  
  Upon review, the traveler in question encountered a document issue, specifically with their passport, which prevented them from boarding their flight. Consequently, the airline marked the traveler as a no-show and canceled the return flight in accordance with their fare rules and policies.

  
  On behalf of the traveler, we reached out to the airline to request a refund or credit for future travel. However, the airline denied our request, citing their established policies. We have communicated these details transparently to the traveler, ensuring they were fully informed about the situation and the airline's decision.

  
  We are confident that this information provides clarity and resolves the concerns raised. Should you require any further details or documentation, please do not hesitate to reach out.

  
  Thank you for your attention to this matter.

  Warm regards,

  Wowfare Service Team

  
  

• Initial Complaint

  Date:10/31/2024

  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.

  Purchased a ticket from ********* Travel Agency. Due to inefficiency of the company the ticket was not recognized at *********************** at the time of travel. Therefore had to make an instant purchase to complete my travel to return home. Upon contacting the company, they initially offered a partial refund to "close the account" Upon refusal, they agreed to make whole the remaining refund amount. TWO MONTHS have passed but all I hear is excuses, and more excuses.

  Business Response

  Date: 11/13/2024

  To whom it may concern,

  Thank you for reaching out regarding the travelers recent experience. We would like to inform you that the refund has been successfully processed and deposited in the travelers account. We are glad to see this matter fully resolved.

  We greatly appreciate the trust that has placed in us, and we are truly sorry that this unprecedented situation cast a shadow over their experience with our company, our agents, and the airline. We deeply regret any inconvenience caused during this time.

  Our service team will continue to collaborate with the airline as their investigation report concludes. We hope this case can prompt further improvements to avoid similar issues in the future.
  

  Thank you for your attention on this matter.

  Warm regards,

  Arangrant Services

• Initial Complaint

  Date:10/14/2024

  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 am rejecting this response because:   I have been promised a refund in total amount and have yet to receive. This company has indicated that they will not refund me until I drop dispute with my credit card company. This did not make sense to me so I called the credit card company and they said that dropping complaint was not necessary. This company has been advised to reply to the credit card company that they agree to the refund with nothing more for me to do. I am still waiting for them to respond to the credit card company and for closure on this. ENCE in this company and I can not have my family stuck in some random country over the holidays because of this scam of a company. PLEASE HELP!

  Business Response

  Date: 10/19/2024

  Booking Reference: OB03F79

  
  Customer Information
  ******** *****
  , MD 20878
  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. After conducting a thorough investigation, Ovago confirms that involuntary schedule changes initiated by the carrier occurred after the tickets were issued and confirmed. In response, an alternate flight option was offered to the client. However, this option did not meet her requirements, and she opted for a refund instead.

  
  We have received a dispute notification and have requested the client to provide a dispute closure letter at her earliest convenience so that we can proceed with the refund process. Please note that if there is an active chargeback, the financial institution will lock any related transactions, which may delay or prevent processing.

  
  It is important to highlight that carriers frequently change their operations, flight schedules, and flight numbersfactors that are beyond our or any travel agency's control. We trust that the information provided clarifies the situation and resolves the matter to your satisfaction.

  
  Best regards,
  The Ovago Team

  Business Response

  Date: 10/26/2024

  To Whom It May Concern,
  We have reached out to the client regarding the ongoing chargeback issue and have requested that she provide us with a closure dispute letter at her earliest convenience. We understand the hesitation and frustration this situation may cause, but please note that this documentation is necessary to avoid the potential for a double refund.

  Additionally, to address any concerns, we sent a letter to the financial institution on October 15th, 2024. Unfortunately, without closing the chargeback, processing a refund will not be possible. If you require any additional information, please let us know.

  Best regards,

  Ovago team

  
  

• Initial Complaint

  Date:10/10/2024

  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 am rejecting this response because:   Due to the refund is not met. I will wait more time until the company decides / finds the money they owed me. 
  

  PD. I called *************** and they told me they have the $3300.00. At this time I do not know who to believe but the dispute is settled when the money is return.

  Thanks,

  **** ******

  
  

  Business Response

  Date: 10/15/2024

  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, we confirm that due to airline schedule changes, *** and **** ******* outbound flight was unfortunately downgraded from Premium Economy to Economy. The airline did not have Premium Economy seats available on the selected travel date, and the next available cabin was Economy, which was communicated to the customers and subsequently offered.

  
  We understand that *** and **** ****** are seeking a full refund due to this downgrade, and we have been actively communicating with the airline to pursue this on their behalf. Our team has been consistently following up to expedite the refund process as requested. We sincerely apologize for the delays encountered thus far. Unfortunately, as of this writing, we have not yet received a response from the airline, but we continue to push for resolution.

  
  While this may not be the immediate outcome that *** and **** ****** were hoping for, please be assured that we are doing everything within our power to resolve the matter. We deeply value *** and **** ****** as our customers, and we are fully committed to obtaining the refund as soon as possible.

  
  Thank you for your understanding and patience.

  Business Response

  Date: 10/17/2024

  To Whom It May Concern,

   

  Thank you for your feedback regarding the ongoing refund issue. We understand your frustration and concerns. Please rest assured that we are doing everything within our power to resolve this matter to your satisfaction.

  
  Due to the high volume of refund requests that the airline is currently processing, there has been a delay in obtaining the refund. However, we would like to emphasize that we have been in active communication with the airline to pursue this refund on your behalf. Our team has been consistently following up to expedite the process, and we sincerely apologize for the delays youve experienced so far.
  
  As of this moment, we have not yet received confirmation from the airline regarding the refund, but we are fully committed to securing the refund as soon as possible. We will continue to press the airline for resolution and will keep you updated on any progress.
  
  Thank you for your understanding and patience.