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:08/15/2022

  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 October 9, 2019 I purchased four tickets for to go from the United States to Barcelona Spain (Round Trip). The booking was for August 10th, 2020 and my flight confirmation was Booking PNR ******. Unfortunately, this was at the time when the world shut down. I contacted Airfare experts and let them know of mine situation and was told I was unable to receive a refund, but they could issue me a credit for future use. I thought that was a bit ridiculous, but I agreed. I asked how long the voucher was good for and at the time they didn't have a time frame in place for how long.
  About six months later, I contacted Skybooker to let them know of our plans and when we planed on using the voucher. I stated we had a cruise booked to Italy and would like to use the vouchers for flights to Italy in September 2022. Since two of the travelers are in their 70's, I wanted to wait to make sure it was safe for them to travel. I was told that would be ok and I would just login to use the voucher and open up a service ticket.
  
  When the time came for us to book our new flights, which was May 29th, 2022, I opened up a service ticket. This is the response I received:
  Dear Arthur,
  
  Thank you for contacting Customer Support.
  
  This is just to inform you that the Credit Voucher is valid up to a maximum of 24 months from date of issue.
  Your tickets were issued on October 9th, 2019 and is no longer eligible.
  
  Have a nice day.
  
  Best Regards,
  Claudia.
  Customer Support
  
  You can connect with us via Email, LIVE CHAT or Phone Call at ************
  
  I replied back to the service ticket multiple times, but to no avail. I have called and left numerous messages, never to be returned.
  
  This company did wrong and then chose to ignore me. I spent 2859.24 and have never received a dime back from this company. I understand this was during the pandemic, but this was a time that was hard on everyone. ***************************************************************************

  Business Response

  Date: 12/26/2023

  Tickets are now expired. They were issued in Oct  2019.
  Sorry for inconvenience that has cause during COVID 19
  
  

  Customer Answer

  Date: 12/27/2023

  I am rejecting this response because: 

  During COVID and at the time flights were being cancelled we were in the guidelines of your policy and FAA policies.  You are still ignoring the fact that you told us we would be issued a credit.

  Business Response

  Date: 12/27/2023

  At this time we cannot help,  these tickets have been expired long back

  Customer Answer

  Date: 12/28/2023

  I am rejecting this response because:

  You can't help?  You never helped.  I followed your guidelines in the allotted time and your reps told me I would have a credit.  The time lapse is because you don't respond to customers.  Read all the comments of other customers you have done this too.  You are going against FAA regulations during COVID.  You took my money and didn't stay true to your word of a credit.

  Business Response

  Date: 01/16/2024

  Kindly advise your trip ID, we will look into it.

• Initial Complaint

  Date:08/05/2022

  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.

  on 05/27/2022 myhusband bought us each a roundtrip ticket on Southwest Airlines fromPhoenix to Portland and back. E class going and first class on return. For a total of $523 which has been paid in full at time of purchase. Tickets purchased through Airfare Experts. On 7/5/2022 my husband died. But I still need to go so I asked Southwest to refund his ticket. They directed me to Airfare Experts. Once I finally got through they directed me to Southwest! I said no You sold them you refund them! Not them just his. At first they kept saying no. I said the man is dead ans you wont refund his ticket?! They kept trying to put a soft shoe spin on it. I said no matter how you phrase it youre telling me too bad?! He is dead! I have no income and you refuse to refund his ticket! Now they are just stalling me. I sent them a picture of the death certificate.
  

  Business Response

  Date: 12/26/2023

  All Southwest tickets are handled by Southwest directly.  Please contact the airline.

• 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 1/16/22 I purchased 3 tickets from AirfareExperts AKA **************** to fly from Boston to Prague on Lufthansa. Dates: 6/29/22-7/27/22. Total: $2914.41.
  On 6/24/22 I informed the company that I would need to reschedule my ticket but my wife and child would still be flying. I was told that someone in the rescheduling department would be reaching out to me.
  On 6/29 I noticed that my ticket was completely removed from my itinerary. On 7/1 after repeated calls, emails, and messages I received: "i see that the flights have already been re-scheduled by LH." I immediately reached out asking for more info (like when is the flight, etc). No response. The same day my wife and daughter boarded the flight. The flight was late leaving Boston which in turn missed the connecting flight in Frankfurt. The next flight out was cancelled. My family was stranded overnight and their luggage was lost for a week.
  After 11 days with no communication from the company I bought myself a new ticket on Delta. Cost: $1715.47
  Their return flight on 7/27/22 got canceled and rebooked for 8/3/22. Instead of being stranded overseas for a week we bought new tickets on KLM. Cost: $1,809.94.
  We've reached out to Lufthansa concerning these issues and they in turn have told us we have to go through the booking agent. However the company is still not communicating with me. The only response I've received was a message on 7/31 saying that my wife and daughters flight was confirmed for 8/3. They had already been home for several days by this point.
  The flights for the trip cost: $6439.82. The original price was $2914.41. Purchasing last minute flights cost: $3525.41
  

  Business Response

  Date: 12/26/2023

  I have reviewed your case with your email ID ***************************************

  UPON INVESTIGATION, we found that you have already utilized the tickets.

  Customer Answer

  Date: 01/04/2024

  I am rejecting this response because: This is completely untrue. I was forced to purchase 3 new tickets from another airline to get myself and my family home from Europe. Please review the correspondence I had with airfare experts. It's attached.

  Business Response

  Date: 01/17/2024

  Dear customer,

  we have already responded to your requests.  If you require more assistance, we request you to kindly email to ********************************
  
  Thanks.

  Business Response

  Date: 02/01/2024

  I have further investigated this case, found that you have already used the outbound journey.
  
  Return segments were not used.  Here is the proof that we do not have any money as half of the journey was already utilized, and that is from ****** to ******.
  
   1.***********/MARIE   2.********/VILEMINA *********(CHD)
    3  LH 421 T 29JUN 3 BOSFRA         FLWN
    4 HTL 1A HK2 PRG 30JUN-03JUL       PAST
    5  LH 116 Y 30JUN 4 FRAMUC         FLWN
    6  LH1694 Y 30JUN 4 MUCPRG         FLWN
    7  LH1396 Y 01JUL 5 FRAPRG         FLWN
    8  UA9061 T 27JUL 3 PRGFRA         FLWN
    9  UA8853 T 27JUL 3 FRABOS         FLWN
  10  LH1691 Y 04AUG 4*PRGMUC HK2   155P 245P 04AUG  E  LH/32BHEP
  11  LH 424 Y 04AUG 4*MUCBOS HK2   355P 615P 04AUG  E  LH/32BHEP