Complaints

This profile includes complaints for Destina Holidays's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Destina Holidays

  2727 Lyndon B Johnson Fwy Ste 445 Farmers Branch, TX 75234-7334

• 

  Destina Holidays

  Atlanta, GA 30328

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:02/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two tickets from the company DestinaHolidays online ON November 18 2024 with booking PNR 2XGZ84 and 2XMBDB These trips are for April 2025 I received ticket confirmation email immediately after I purchased the ticket I called February 26th 2025 to confirm my booking and was informed that my original two tickets were canceled. I never cancel the tickets and I was very confused as to how this happened. I tried to speak to a supervisor but still have not received a call back or a proper resolution.Please I want my original ticket itinerary at the same price. I don't know why my ticket was cancel or what kind of scam this company is trying to do.

  Business Response

  Date: 03/03/2025

  Dear ***** *********,
  I am writing to clarify the situation regarding your recent BBB complaint.
  As per our records, you booked two tickets on November 18, 2024. The confirmation email you received clearly stated that "Tickets will only be issued after the credit card verification has been completed."
  Additionally, for destinations like *******, we require a phone conversation with the travelers before issuing tickets. We attempted to contact you multiple times, but unfortunately, we did not receive a response. As a result, we canceled the booking on November 25, 2024.  So we kept calling you for 7 days.
  At last, due to no response, we canceled the bookings.
  
   I would like to add that you also contacted us via email on November 19, 2024, inquiring about an upgrade to business class for the two tickets. We provided you with a quote for the upgrade, and you responded on the same day, thanking us for the information.
  
  We followed up with additional emails on November 20 and November 22, 2024, but unfortunately, we did not receive any further response from you.
  We are happy to provide you with proof of this email communication if needed.
  I hope this clarifies the matter.
  
  
  Sincerely,
  Nadeem

  Customer Answer

  Date: 03/03/2025

  I am rejecting this response because:   I purchased the ticket November 18th 2024.

  As you said I called to inquire about the tickets the next day on November 19, 2024. Part of this call was to talk about a potential upgrading of my tickets to First class on on November 19, 2024.

  At o point during this call was it flagged that my ticket was still 'pending'. More importantly me calling your business the next day should be all the confirmation you need. 

  I have no records of any phone calls from your business to confirm my ticket. Remember that I called YOU the next day so consider.that my reply about the ticket confirmation.

  Business Response

  Date: 03/04/2025

  sorry, but there is no proof/record of any of your phone calls.  As we do keep track of all incoming calls.
  
  Nadeem.

  Customer Answer

  Date: 03/13/2025

  I am rejecting this response because:   You just wrote and said 'I called about a business class upgrade.' But now your saying 'you have no record of my call!?'

  Anyways, good luck I will never use your service again and I would advise others to stay clear.

   

   

   

• Initial Complaint

  Date:11/18/2024

  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 purchased plane tickets to **** on 5/11/24. *** cancelled the flights on 8/5/24. I called Destinas **************** Line multiple times and was put on hold, and never got an answer. I made my first email request to Destinas ************** on 8/12/24. I was informed that Destina submitted a refund request to the airline and to await an update. I made my second refund request on 9/20/24 and received the response Allow us sometime, we have sent the information to the accounts department, we will get back to your shortly No refund was issued, and I have received no additional communications. According to the *******************************, A consumer is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the consumer chooses not to travel.

  Business Response

  Date: 11/18/2024

  Dear ********.
  I apologize for missing out your refund request.  I have just processed the refund back to your card and have sent a proof of refund to your email.
  Please allow 3 business days for the refund to appear in your statement.
  
  Thank you
  Customer Support
  **********************.
  TX

• Initial Complaint

  Date:09/05/2024

  Type:Billing 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.

  Trip ID ****** BOOKED via skyscanner link. They mentioned nothing about bundling throughout purchase. After purchase they emailed me that they wont issue the ticket unless I add a hotel booking. This is a classic bait and switch and should be looked into. Would love my e-ticket issued.

  Business Response

  Date: 09/06/2024

  We have sorted out the issue and tickets have been sent to the customer with same fare/same flights.

  Customer Answer

  Date: 09/06/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/22/2024

  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 used Destina Holidays to purchase plane tickets to **** ************** on 5/9/24. ITA cancelled the flights on 8/5/24. I contacted Destina that same day and spoke with **** about my options. I was told someone would reach out to me within 24 hours with rebooking/refund options. No one did. I called back on 8/7/24 and spoke with ***** who told me that I would be refunded my full amount because there were no replacement flights available. He said he would send an email with the details when we got off the phone. No email ever arrived nor have I received a refund. I have contacted Destina several more times since that date (these times through emailing their ********************************** address) because I still don't have my refund nor can they provide me any evidence that it has been initiated. Each time someone responds, it is a different story/excuse as to why I don't have my refund yet. When I told them that they're beyond the federal limit of days for me to have my refund and that I would be contacting local and federal authorities unless they could prove they have initiated my full refund, they stopped replying altogether.

  Business Response

  Date: 08/24/2024

  Dear ****,
  Sorry for inconvenience.  Refund has been processed to your card ending with xx894.
  Please allow 3-5 business days to reflect on your CC
  
  Accounts Dept
  **********************.

  Customer Answer

  Date: 08/24/2024

  I am rejecting this response because: the confirmation of refund that Destina Holidays sent me is for less than the amount of the tickets purchased.  I paid $1914 for the tickets and their refund confirmation states that theyve refunded $1714.  I am still owed $200.

  Customer Answer

  Date: 08/26/2024

  When I received this notification on Saturday morning (8/24), my credit card company did show a pending credit of $1714 from Destina Holidays.  As I've already stated, that is not a full refund, it is $200 less than we paid for our tickets.  Since that time, the pending credit has disappeared from my credit card company.  I'm hopeful that it is because Destina is making arrangements to pay the full amount that they owe me, not some chicanery.

  Customer Answer

  Date: 08/27/2024

  As of this morning, the credit of $1714 did post to my credit card, so I am only owed $200 at this time.  

• Initial Complaint

  Date:08/21/2024

  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.

  First I booked my flight with insurance, it was part of the cost. Once I get my confirmation and receipt the insurance was miraculously not on there anymore and they wanted me to purchase their insurance through Generali. Also after I book my flight they email me and tell me its an extra $350 to book it, I ask them why- their answer was " prices are not guaranteed" wow! Now my husband broke his leg and we cannot fly due to his injury and they want to keep $2200!!!!!!! Ive asked them if I can just change my dates, they still wanted to keep $2200 same to cancel. Also I have asked hem many times in emails when my very small refund will be back in my account and they miraculously never answer that question

  Business Response

  Date: 08/21/2024

  Dear ********
  You have already completed half journey, for any date changes the airline penalties are applicable based on new travel dates and availability.
  Half used tickets are non-refundable.
  
  Thanks.
  Customer Support.

  Customer Answer

  Date: 08/26/2024

  I am rejecting this response because: And what about the extra $300 you tacked on to my flight after I booked it because "prices are not guaranteed"   Prove that the airline charged that extra money

  Business Response

  Date: 08/26/2024

  Dear *******,
  We have just processed the refund of $1500/- as per our email communication , a copy is attached herewith.
  
  Support ticket number #******
  
  Dear Customer,
   
  No you did not purchase the insurance from our end . 
  In order to make the changes you have to pay the change penalty plus the fare and tax difference . 
  but if you cancel your reservation you will get a refund of TTL $1500.00 USD for both passengers.  
  If you agree to the refund amount, we kindly request that you reply to this email with your acceptance.
   
  
  Thanks & Regards
  Ayesha
  

• Initial Complaint

  Date:08/20/2024

  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.

  If anyone really wanna travel on desired day and flight you booked please never use this travel agency. Forget about they cancel your ticket without informing you. when you call the customer care they were rude and abusive if you really want a hassle free travel don't use them they are SCAMMERS!!If you ever give bad reviews your personal information will be all over the internet.Be cautious with this companythey have zero regard for customer privacy. They posted my credit card details, including name and address, on a public platform. When I complained about this breach, a representative named ***************** stated that she doesn't care about customer privacy. Their website claims that your information will only be used to verify details, but this is clearly false. Think twice before entering your credit card information I used my husband's credit card and they said that's why they cancelled without informing Furthermore, if your policy is to only accept payments from the passenger themselves, you should have declined the payment upfront. When I called to ask where this policy is mentioned on your website, I received no clear answer. Frankly, I should report this situation to the authorities for what appears to be both a scam Privacy nightmare Total Incompetence: They Dont Care About Your Privacy! Don't share your personal details it will be all over the internet next day.

  Business Response

  Date: 08/21/2024

  Kindly recheck the booking, it was never confirmed to begin with,  and that a clear Email was sent to you.
  
  Here is a recap -- date and time of reservation: Aug 8, 2024, 3:33?AM
  Reservation status: Pending
  We do not save customer credit card information specially when it is a STOLEN CREDIT CARD,
  and not a single ***** was charged to such credit card.

  Customer Answer

  Date: 08/21/2024

  Stolen credit card means does the card holder filed a complaint and that card belongs to mu husband and he spoke to them over phone and I have proof still they want to establish that it's a stolen card. And the card has been charged and the card holder information has been published on public platform including the address . So I need to file a complaint against this privacy violation . And get penalty for tarnishing our identity and financial loss . 

• Initial Complaint

  Date:06/30/2024

  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.

  On 1/27/2020, I paid for a flight for me and my parents through ****************** (now called Destina Holidays), cost was $3,573.21. See attached. Here are the ticket numbers issued from United: **************, **************, ************** 
  On 3/17/2020, our flight was CANCELLED due to the worldwide COVID restrictions.
  
  On 12/16/2021, ****************** said they would give me a credit of $3,373.21 towards a future flight, and that it would not have any expiration date. See attached.
  
  On 6/26/2024, ****************** said they can only offer me future travel credit of $650 per passenger (54.5% of what we paid) or refund of $400 per passenger (33.5% of what we paid). See attached.
  
  My mother now has health issues and so we won't be traveling anymore. I believe I'm entitled to receive more money back if our flight was cancelled per this article: ***********************************************************************************************************************************************************************************************************************************.
  
  Can you please help me get more than 33.5% of my money back?

  Business Response

  Date: 07/01/2024

  Dear ********,
  We have been trying to resolve your issue,  we offered you a refund amount and that
  you needed approval from your mother to accept the refund dollar offered.
  
  Thanks,
  Customer Support.
  
  

  Customer Answer

  Date: 07/02/2024

  Hello,

  I want to add that United Airlines confirmed for me that they refunded most of my money, in the amount of $2,943.21, back to Goway Travel Inc. on 6/29/2020.  Please see attachment. Goway Travel Inc. says they sent the entire amount to ******************

  ****************** is now offering to refund me only $1,200 and says the reason is because they have changed management and no longer have my money.  However, I believe they have my money, and just don't want to refund it back to me.

  I believe I'm entitled to receive more money back if our flight was cancelled due to COVID, according to this new policy: ***********************************************************************************************************************************************************************************************************************************.

  Can you please help me get more of my money back?

• Initial Complaint

  Date:06/14/2024

  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.

  My wife and I (2 passengers) opened a booking with Destina Holidays and due to some scheduling difficulties at work, we had to cancel the booking. We did so over 2 weeks in advance and we were refunded an incorrect amount which was $430 shorter than what we paid. There is no listing about refund amounts or rules anywhere on Destina website. And due to their poor and incapable customer service there was a lot of back & forth while I tried to figure out their refund rules. After some back & forth their **************** said there was a $150 fee per passenger but that still left us short $130 for airline PNR 28P43A I believe this company is scamming us and other customers simply because they kept asking us for proof instead of providing any details about the transaction, or their rules which would apply to all customers. All details were done via email instead of posting written rules on their website. This leaves their accounting open to manipulation.

  Business Response

  Date: 06/18/2024

  Dear *************************

  Sorry for the inconvenience, I have reviewed your case and here is our explanation.
  Each airline has its own fare rules based on destination country and price of the ticket. The cancellation rules
  are dynamic and changes for every fare rule.
  
  When you purchased the ticket, we clearly indicated that this is a NON-Refundable ticket and that you have agreed
  to our terms and conditions when you booked on Dec 31st 2023.
  
  But still, we were able to help you and have processed a refund on Jan 18th 2024 with cancellation penalties.
  Have you NOT received the refund back to your credit card on Jan 18th 2024 ?
  
  Thank you for your understanding.
  

  Customer Answer

  Date: 06/21/2024

  I am rejecting this response because:   I am ***************************** husband and we are looking at this problem together. This response is not related to my complaint and did not look at my specific problem. I did receive a refund and as I already said, the refund was the wrong amount. I already listed the problems with the refund and you kept my money and gave me the wrong amount in the refund. I am requesting the difference of $130.00 as this is owed to me. Again, you gave me the wrong amount as the refund.

  Business Response

  Date: 06/24/2024

  hello *************************,

  Have you not received the refund from the airline for amount CAD $2559 total for two traveler?
  As explained in the email #******

  Please refer to the Email communication we had with you and your approval on Jan 17th 2024
  
  If you cancel the reservation you'll only get the total refund of $ ***** for both passengers but to get the refund you will need to pay the cancellation fee of $150 per passenger
   
  If you agree to the refund amount and the cancellation fee then kindly reply with your acceptance and mention the last four digits of the card number
   

  Thanks,
  Customer Support.

• Initial Complaint

  Date:02/25/2024

  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.

  After booking a direct flight on March 2nd with this travel agency, they said the airline cancelled the flight, and so booked ** on a new direct flight a day earlier. When we accepted that flight, we were told it was already filled and put on a waitlist, but offered another flight, this time with a layover. Now, the airline shows that we have a receipt for the flight, and a confirmation code, but we have not been issued tickets. The agency repeatedly has told us over the phone that they are waiting for some kind of confirmation from the airline to be able to send the tickets, each time giving us a window of time in which it will be done and letting it pass. Our trip is in 6 days, and we have spent thousands of dollars, and soon will not be able to go. Please call/text my number ASAP to help in any way you can, I would be happy to try to get on the phone with the agency with you. Ive attached screenshots of the emails weve received and I have audio recordings of our prior phone calls.

  Business Response

  Date: 02/26/2024

  The non-stop flight was canceled by Airline,   this is NOT in our control.
  We are trying tp resolve your booking with one stop flight.  Please monitor your inbox.

  Thanks.

• Initial Complaint

  Date:01/24/2024

  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.

  We have purchased 3 tickets from Destina Holidays back in May 14, 2023 and paid about $4450, at the time of travel the airline denied ** from boarding We ended up missing our flight now they are blocking our phone numbers and they refuse to give our money back nor reuse *********** Their official office don't exist we went to their address according to their website and it was a storage unit.

  Business Response

  Date: 01/24/2024

  Airline denied boarding because you did not get **** to your destination country ie., ****.
  
  It is your responsibility to have proper passports and Visa.
  
  Thanks.

  Customer Answer

  Date: 01/27/2024

  Hello,  we are ******** passport holders and which ****** place of birth is *****/**** 

  that was our destination which do not require a **** for for travellers who are born in ***** 

  ***** is ************** that has its own rules 

  no **** required for travellers who were born there, Destina holiday refuse to offer anything 

  the airlines are offering full refund but Destina holidays as a third party wants to keep the money. 

  Customer Answer

  Date: 01/27/2024

  Hello,  we are ******** passport holders and which ****** place of birth is *****/**** 

  that was our destination which do not require a **** for for travellers who are born in ***** 

  ***** is ************** that has its own rules 

  no **** required for travellers who were born there, Destina holiday refuse to offer anything 

  the airlines are offering full refund but Destina holidays as a third party wants to keep the money. 

  Customer Answer

  Date: 01/27/2024

  I am rejecting this response because:   We are ******** citizens holding ******** passports, we are born in *****/ **** which ****** on our passports: place of birth: *********** 

  our destination was ************ 

  On the official website of *****/ **** states travellers who are born in *****/**** DO NOT need **** to visit *****/ **** 

  but at the airport the staff didn't understand what that means and they refused to let ** take our flights. 
  we ended up missing our flights, now I have contacted the Airlines associated with our flights and they are willing to refund us but since we have purchased *********** through a third party ( Destina Holidays) the airline cannot refund us directly and it has to be done through the third party, now The third party are trying to keep the money, they won't offer any refund or credit for the future booking, please take a look in to this matter as it's a lot of money for my family $4400, thank you very much. 

  Business Response

  Date: 01/29/2024

  Thanks for the honest response for accepting the fact that you were denied boarding as you needed a **** for the destination country.

  We sold you proper e-tickets, you went to airport for boarding,  but "AIRLINE DENIED YOU A BOARDING" for incomplete documents.  NOT US.
  

   

  Customer Answer

  Date: 02/06/2024

  I am rejecting this response because:   

  Hello,  we are ******** passport holders and which ****** place of birth is *****/**** 

  that was our destination which do not require a **** for for travellers who are born in ***** 

  ***** is ************** that has its own rules 

  no **** required for travellers who were born there, Destina holiday refuse to offer anything 

  the airlines are offering full refund but Destina holidays as a third party wants to keep the money. 

  Business Response

  Date: 02/13/2024

  This is a duplicate review,

  Customer Answer

  Date: 02/13/2024

  I am rejecting this response because:   the airline want to solve the issue but through Destina Holiday where we purchased the tickets from as a third party not from the airline direct.  Proof that a **** not required for us is provided.

  Business Response

  Date: 02/13/2024

  Airline has marked your tickets as NO-SHOW.

  No show, no refunds as per airline policies