Complaints

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

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  Compass Group Travel

  1938 E Sonterra Blvd Apt 4105 San Antonio, TX 78259-7671

  
• 

  Compass Group Travel

  1938 E Sonterra Blvd Apt 4105 San Antonio, TX 78259-7671

  

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:03/19/2025

  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 cant get a response from the Compass group, I would like my money back as I feel that I was totally coerced into buying this. Never got my free airfare from them.

  

  Business Response

  Date: 03/27/2025

  ****, You came on board as our client on 7/24/24.  Your account was activated on 7/30/24, which allowed 100% access to all services as in the signed client agreement.  When we met with you in person, you were given a new client folder which contained all of your signed documents, AND 1 Platinum Air voucher that was sponsored by our marketing event.  Per the signed 'Addendum to Contract' (you have provided as an attachment), it clearly states that to receive your additional 2 sets of Platinum Air vouchers, you would have needed to provide proof of your balance transfer within 10 days, which we never received. Also, we received a dispute for your transaction on 8/20/24, which was found in our favor immediately due to the overwhelming evidence provided.  Please feel free to reach out to our office to redeem your Platinum Air voucher, and for any additional questions you may have.  We look forward to working with you again! 

• Initial Complaint

  Date:12/30/2024

  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 07/17/2024 I was invited to dinner by Compass Group Travel Agency based out of ***********, **. They pitcheda persona travel package that worked like a personal travel concierge, and they presented it as an installmentpackage of $69 for their "GOLD" package and a 0% interest card with them. It was to off er unlimited cruises, hotel,airfare, etc... No more than a week later, I started to receive letters in the mail stating that I have personally appliedfor credit cards with companies such as ****************, *****, ********, ********, ****************, **************,just to name a few. I of course, did not personally apply for any of these credit accounts and in no way shape orform gave anyone POA to apply on behalf. I immediately called the credit bureaus and placed a fraud alert on all 3bureaus. Furthermore, the same company charged my credit card for $6,970.00 which they had no priorauthorization to do so for and I disputed it with the credit card company. I attempted to contact the CompassGroup ***************** and confronted them about the details of this package and when I would be able to begin usingthe services - they stated that have done nothing wrong. They even tried to scam me into having me give them 2-Step Authentication codes while they were actively applying for a credit account with PenFed. It is my knowledgethat nobody besides the person soliciting credit is allowed to make credit applications for someone, outside of anappointed Power of Attorney. They have continued to apply for credit accounts with my personal information andrefuse to address the situation or return any of my calls. They claim to have my signature, which they showed me apicture of and to me, looks falsified. I believe these folks should be persecuted. I disputed the large credit chargewith Upgrade Credit Card under case ID *******. Names of the individuals from this Compass Group I haveinteracted are ******, ******, ******, Tiff any...

  

  Business Response

  Date: 01/16/2025

  After reading the allegations in this complaint and doing a comprehensive investigation I find the narrative to be quite troubling with several inaccuracies. How a person pays the one-time registration cost to become a client is completely irrelevant to us. There are many different ways our clients pay it, the most popular current method of payment is the balance transfer option and the line of credit method. You chose the line of credit method and filled out our credit application which I will be sending over with the response to your complaint. It is clearly marked credit application and asks for full legal name, date of birth, social security number, etc. ALL of which you supplied and signed. I am at a loss to say the least when you claim fraud yet filled out and signed the credit application in your handwriting and signed it. You then disputed your transaction with your credit card company stating falsely that you lost the card. You quickly lost the dispute to your credit card company when we were able to provide copies of the card you used on your date of purchase as well as a signed receipt of the transaction. As the owner of the company, I rarely go out with the marketing team but happened to be along on this particular campaign. It is extremely disappointing to say the least to read your allegations when we had several nice interactions that day and both you and your husband were extremely happy and excited to come on board. I personally watched you fill out the credit application AND handed ******* the credit card and driver's license you fraudulently reported you had lost! Unfortunate indeed!
      The final comment you have made I would like to address is the comment that you cant get ahold of anyone or get anyone to call you back. After thorough investigation into your account and phone and text messages. It shows that you have had conversations with ******* and ******* on SEVERAL occasions. Also, phone records and text massages where sent over to your credit card company in responds to your dispute, reason why your dispute was found in our favor. That day I also personally handed you my business card and stated if you ever had questions or needed additional help with anything to please dont hesitate to call me. To date I have received no correspondence from you of any kind. I am personally reaching out my hand to offer any assistance as well as ******* and ******* to answer any questions concerning your travel products and services and or assist with any travel requests. We are here to help!
  
  ***** ********
  Compass Group Travel
  Owner/CEO
  E:  ****************************************************
  O: ************
  C: ************
  

• Initial Complaint

  Date:11/08/2024

  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 went to a lunch presentation at ********** in **** on August 20, 2024. We were told they represented 1,000 of 5 & 4 ************ that you could get for $378 (4 Star for 7 Days) and $699 (5 Star Resorts for 7 Days). We have been trying since that time to secure a week in *******************, WY for anytime in July 2025 or ****** for anytime in June, July, Aug. or Sept. 2025. This package we purchased was for $6,970 that we could book two 5-Star and 2-4 Star Resorts each year. This sounded like a great program, so we could invite our children and their families each year. We supposedly got 3 X 2 free airfare coupons included. The latest information for Hawaii was the first of June 2025 and each one they sent was an ****** place. I can look up ****** myself and when I checked what they sent me - I could get it cheaper through *******. I am asking that our $6,970 be returned, as this is obviously not a legitimate program. I have called the owner and have spoken to him a couple times, he has said he will find us a resort place to stay. But, it just keeps dragging on and on. I think this company is not the program they advertised at the luncheon. And they keep switching me to different people in their office to keep dragging out the process. I would like to send much more information but your site will not take larger attachments. We are senior citizens and feel they are praying on retired - elderly people. Please help us get our money back.

  

  Business Response

  Date: 11/22/2024

  We met ****** and ******* ***** on 8/20/24.  They purchased our Gold package for $6970.  ************ offer our private clients assistance with research and booking all vacation and travel needs.  We do offer discounted rates and for week long inventory---which as all travel, is based on inventory availability.  Our clients requests have been focused on procuring a fixed cost week ($398 Hot Week and/or $699 Registry Week)  The week inventory fluctuates, as all travel inventory does, and there has not been any inventory available for fixed cost weeks for their requests---*******************, WY, and *******   We have never guaranteed fixed cost week pricing for requests, as it is always based on available inventory, as we have explained to our clients multiple, multiple times.  It even states in the signed client agreement, on page ****** Understanding, item number 2.  It clearly states here that 'ALL RESERVATION REQUESTS ARE SUBJECT TO SPACE AVAILABLE...' Our clients have access to 4 fixed cost weeks per year--not 2 as stated in the clients complaint. The clients have received 3 sets of Platinum Air vouchers, which are currently in their possession.  In the emails for the ****** quote, *** asked us if this is the total price, because what she sees is over $1000.  And our quotes were well below that, so the statement in the complaint is also false.  We do not only offer our clients fixed cost weeks and Platinum Air vouchers.  Please refer to the 2nd page of the signed client contract, which clearly states all offers. Our office is staffed with travel agents, all of whom are very equipped to handle any and all client requests.    We have not 'dragged out' any request, and as you can see below, have called, emailed and left voicemails multiple times to our client with no response, or very delayed response from them. To state we are preying on senior citizens is absolutely ridiculous and slanderous.  
  Our clients requested to cancel multiple times well after their Right of Rescission, and it was always refused because our clients account was already activated, quotes provided multiple times, multiple efforts to assist clients logging into their online accounts, multiple phone calls leaving voicemails, booked hotel in Hot springs, AR with our discounted rate, AND booked hotel in ***********, OK with our discounted rate.
  We do not agree, and refuse, to offer our clients any refund of the Registration Price of $6970.  
  We would like to extend to our clients a personal review of services, so they have a better understanding of the services they purchased.  
  Over the multitude of emails and phone calls, explaining multiple times that fixed cost weeks are by inventory over, and offering alternative options, our clients Here is our clients notated portfolio activity:
  8/28/24 Our first request from our clients was regarding a cruise our clients had booked before they met us.  We were not able to port their cruise over due to how they booked their cruise.  We did, though, send what discounts they would have received IF they had booked that same cruise package through our office, per our clients requests.9/3/24 Per our clients request, we resent all of their login information to our online platforms:  Arrivia, Tickets at Work, and **************************.  On that same day, we emailed hotel option for ***********, ** for a 1 night stay.  We left a voicemail and emailed the quote.9/4/24 We received an email back that our clients wanted to book the 1 night stay in ***********, ***  We did not have any form of payment, so we called, left a voicemail, and emailed to call our office to book.  We booked the hotel in ***********, **, which included an additional discount of $39.92.9/11/24  We resent our clients login information for Tickets at Work, per our clients request9/20/24 We called our clients, per their request, regarding questions about their logins to the online platforms.  Left a voicemail, and emailed.  9/23/24 We had not heard back from our clients regarding their request for assistance with their login information, so we called again, left another voicemail, and emailed all login information (again) to our clients for all online access.On this same day we received a request from our clients---we called back to see what assistance they needed, left a voicemail and sent email.  Clients called us they are out of town, and will contact us back when ready.  They wanted week long stay in *******************,WY.10/2/24 We called, left voicemail, and emailed to follow up with clients regarding their login information (any assistance needed?)10/8/24  Have not heard from clients, called again, left another voicemail to please call us for assistance, fixed cost week for ******* Hole, WY. 10/16/24 Clients called back, had not heard from clients, called again, left another voicemail and emailed (again), interested in Platinum Air voucher from ****** or ****** to *******************, WY.10/17/24  Client called back--confirmed details regarding trip request.  Client added more options 10/18/24 Updated client with options, clients would now like to look up new locations10/21/24 Called (twice) left voicemail, need to speak to client regarding requests.  No inventory for flights and fixed cost weeks for her options.  *******************, **, *************, **,   ******, WY,   ******, ID, and   ******, ID  10/22/24 Client requests new location for fixed cost weeks:  ******, July 2025, air flight quotes and car rental.10/23/24 Received request from client for ******* ***  We sent 6 hotel options10/24/24 Called regarding previous requests (fixed cost week/Platinum Air) AND booked hotel in ***********, ** with additional $13 discount. 

  Customer Answer

  Date: 11/25/2024

  Complaint: 22529070
  
  I am rejecting this response because:
  
  Regards,
  
  *** & ******* *****

  

  Business Response

  Date: 11/25/2024

   

  Our clients have provided a copy of their notes we give our clients a copy, for reference.  This is a review of everything we offer our clients.  This has absolutely no validity regarding not being able in acquire Hot Weeks, or Registry weeks (fixed cost weeks).  Hot weeks and Registry weeks, just like any other travel, is based on AVAILABILITY.  *******************, WY, and Hawaii did not have any fixed cost weeks available for the time they requested to travel.  

• Initial Complaint

  Date:11/05/2024

  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.

  Scam Artists! My wife and I were convinced to buy into what was presented as an economical time share alternative with significant discounts on luxury hotel accommodations and airfare for a one time fee of $6,700. They offered an "interest free" payment plan of $69/month through their "financing partners", however they used my wife's info to open a line of credit with ******* Citibank with the promise to her that this would be an interest free loan for ************************************************************************************* she made the first $69 payment to the credit card company after confirming this with the Compass Group ********** the next bill came around there was a significant amount of interest charged which prompted her to launch a complaint with the Compass Group **** The *** pretended that this was an error and that they would rectify the issue by setting her up with a different "financing partner". They tried opening another line of credit for her with *********** which was declined so they opened a line of credit for me without my knowledge using my previously solicited information, first attempting with ******* unsuccessfully, then with *********** with plans to transfer the balance over to the new credit card. They explained to my wife that they would "pay for the fees incurred with the transfer" and assured her that this one would be interest free. Once I was blindsided by the credit card I received in the mail I realized what the scam was. The goal was to transfer the balance from one credit card to the other so that we wouldn't be able to dispute the charges once we realized the whole thing was a scam. Luckily I was able to preempt the balance transfer by immediately ***orting the credit card I received from *********** as fraud and closing the account. My wife was able to get in contact with ******* Citibank and ***ort the scam to cancel the charges on her new credit card before we were stuck with a $7,000 credit card debt.

  

  Business Response

  Date: 12/03/2024

  Let me start by saying I am extremely troubled and disappointed by the statements made in your complaint. As the CEO and owner of Compass Group Travel I take ANY complaints against our company very seriously.After a length and thorough investigation gathering evidence  along the way shows that 90% plus of the statements you made were incorrect and false.
  On your day of purchase one of the first documents YOU and YOUR wife filled out was a credit application with you agreeing that you wanted our assistance in procuring credit to assist with a balance transfer. This is in no way a requirement for purchasing our product and services it is simply a convenience our clients have come to love.  The balance transfer option that is an option for our clients and in no way a requirement is a way for our clients to be able to purchase our products and services in a very cost effective no interest manner with zero out of pocket up front, no interest and minimal payment for the first 15 months. 
  Your wife was approved with *******, one of several banks that are used for balance transfers. The miscommunication was in how your service package was to be financed. You were entered in the system as a balance transfer but you in fact put no amount on any credit card that you have making this transaction a line of credit only. ******************* does not offer a line of credit currently at zero percent. This was only brought up when your wife called us stating the payment was higher and that there was in fact interest. After accounting on our side took a look into why the payment was higher we saw immediately where the problem was. We made her aware of the problem and stated to her we would have to move that balance to another bank as ******* did not offer zero interest on lines of credit. Due to the miscommunication a reimbursement was offered to Mrs. ******* for the difference in payment for that month and also for any balance transfer fee that would be charged if any. With Mr. ******* and **** ******* permission we assisted them in securing credit with ************ Mr. ******* came back with the approval. We made Mrs. ******* aware as the clients had asked us to communicate with her at the beginning of purchase and she went on the paperwork first. She made the comment that sounded fine but specifically asked if she could call back and have us re explain the process to him. ******* the person that had been in contact with Mrs ******** said that would be no problem that we were here to help. That never happened. Instead without taking any time to have any questions answered Mr. ******* filed complaint the next day with no further communication from Mr. ******* or Mrs. ************** closing after a thorough deep look into this false complaint, there are several incorrect and false statements made by Mr. ******** Your wife was contacted because that was requested at the beginning of the purchase and you were present when that was requested. Poor communication between you and your wife is in no way our fault. Your statement that our goal was to get you to balance transfer the amount on your card so you couldn't dispute is incorrect and unfounded. You were well beyond your period to cancel our services and had in fact used our services with travel requests. Whether you chose to balance transfer  the amount to the *********** or did not  is your choice to make but you again made a false statement in stating that your wife was able to get in contact with ******* to report the scam to cancel the charges. That has not and cannot be cancelled.
  All of the inaccurate and false statement you have made in your complaint could have easily been answered and clarified had you answered your phone or returned our calls, texts and emails. I am sending with this email documents supporting all answers made to your complaint. Your travel services are still in place for you and your family to use and we are here to service any and all your travel needs. We are here to answer any question as well so please do not hesitate to do so.

• Initial Complaint

  Date:10/29/2024

  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 Compass Group out of ***********, *****, advertised on ******** to solicit new customers. They promised lunch and two domestic airline tickets to anyone who met with one of their employees to listen to their pitch. On Aug 6, 2024, I met with their representative, ******* ****** and others at ********************** in *******************, *********. I received the lunch. Was interested in the program but as it turned out, none of it worked out for me as a single senior. On August 13th, I texted ******* asking about the two tickets. I received a voice mail but heard nothing afterwards. On September 13th, I contacted them again regarding the promised airline tickets but received no response. I just want what was promised, two domestic airline tickets.

• Initial Complaint

  Date:09/09/2024

  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: 5/8/2024 Amount: $3980 ****** Flu ( representative of Compass Travel) told me if I wasnt satisfied with the service that I would get the majority of my money back with the exception of a few hundred dollars. This was the MAIN reason I went through with buying it in the first place. In June, I asked about using my free (*75 each ticket) airline tickets. They told me I could not book it by myself but had to order 2 tickets at a time. I was sad to hear this bc I fly by myself when I travel. I didnt know that was a stipulation when I bought ******* wasnt stated when I signed up for this. Then I asked how much it would cost for a round trip airline ticket from ****** to **************. ***** ***** sent me back an email with 2 options : option 1. $267.96 Option 2. $ ******. I looked up round-trip ticket for myself online. I found it by myself for $249.95 without using Compass Travel. On August 30 I called ******* ****** to get a refund. I did not want a $3980 service in which I would have to be doing my own legwork for myself. ******* told me that it was impossible to get my money back. I told her ****** Flu had verbally told me I would receive the majority of my money back if I was not happy with the service. She said that doesnt sound like ******. I told her I had asked Compass to find a Round-trip flight home to ************** and that I had found it cheaper than Compass. ******* replied thats impossible! She said that they would ALWAYS have the cheaper flight ticket. I told her thats not true. That I had found it cheaper online by a few dollars. She said this is the first time Im hearing about this! Why didnt YOU call us so we could give you a price match ? I told her again that I was not happy with the service and that ****** had promised a refund. She said if I would just try the service and give it a chance that I would be happy. Kristens tone & bad attitude over the phone stressed me out & gave me a headache.

  

  Business Response

  Date: 10/22/2024

  Mrs. *****

   

       IAfter reading your complaint, I was very disappointed and confused by your statements made in your complaint. You stated you were told that you could cancel our services at will with ******. After several days of investigation and research including a lengthy talk with ****** no such conversation transpired. What you asked on the date you purchased was can I cancel services at a later date. The answer given and that is also in writing in the paperwork was that for a one time cost of 75 dollars we will provide our services to do documentation to take her benefits to our products and services and transfer them to someone else. At that point she would no longer be a client with us and have no further rights or privledges to our products and services. As for the complimentary airfare they do come as a set which is 2 airfares as again is stated in your notes you were made copies of and left with AND also in your paperwork as well. On a side note I had received a provision acceptance to break up the set into 2 separate airfare of one versus 2 and you were made aware of this. As for finding an airfare for less than what we quoted this simply isn't possible with the license and platforms that we have access to versus what the consumer has access to. This is what ******* was trying to explain to you when she reached out to you by phone. We asked for some type of documentation since we have the 110% price match. This you never provided to us.

       In closing ****** is out currently on emergency leave and is why ******* who is her supervisor and whom you talked to several times including your date of purchase was stepping in to answer and clarify your questions that day. I want you to understand we are still here to assist with any questions you have and to assist you with any travel requests. You have multiple points of contact to answer questions and assist with travel. Please feel free to call, text or email us at any time. We look forward to servicing you with any needs in the future!

• Initial Complaint

  Date:07/02/2024

  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.

  On or around March 9th was met for a prentation with Compass travel (agency/group). We were told that they could provide a premium travel packages for less money than we acquire them ourselves online. Well we made the purchase. Immediately my fiance started making plans to go to the ********** as well as get ticket for her daughter to fly from LA to *************. She thought pricing looked a little high so she checked herself and was able do better.. Compass's response was"well we'll give you a refund on the pricing". Not to mention several times they just don't get back us. So what was the purpose of buying a membership if I have to check their work or they just don't respond at all. Along with the membership they had us apply for a ************ card to transfer the purchase from my Chase card at 0% (I think) to reduce the interest rate. Compass kept calling to see if Capital 1 had called and finally they gave us a number to call Capital. So we called ************ they asked me some security questions which didn't work then they asked me to send a foto front/back of my driver's license and that didn't work. Never could get cleared. So after the call I became suspicious and went to the Capital 1 website and discovered they originated the account but wouldn't send a card. Now I'm wondering what *********** knows about Compass that we should've known. After all the aggravation and disappointment I feel like what was presented was not worth the paper it was written on and the business relationship is very much ruined. I very much want a refund.

  

  Business Response

  Date: 07/19/2024

  ****************** and *******************,

  We met in person on 3/7/24.  Your account was activated on 3/12/24.  We received your first request on 4/1/24, for  a flight request for *******************************.  on 4/2/24, we called ******** and left a voicemail to review her request.  On 4/3/24 we called ****** and left another vm.  When ******** called our office back that same day, we quoted her flight per her request which offered an additional discount.   on 4/4/24 ****** called the office to inquire about ********'s flight request, and hung up on our office travel agent after stating she does not want to use our services.  The same day 4/4/24, ****** spoke with ***** in our office to confirm her trip requests.  on 4/5/24, ****** called the office to add 1 person to the request.  The total discount for the trip was $233 total.     

  On 4/25/24, we received a notice that you disputed your purchase price, with your dispute reason being that you cancelled your services with us.

  on 5/3/25 the dispute was found in our favor due to the overwhelming evidence provided.

  on 6/15/24 we received a request for a flight for SFO to LAX

  on 6/17/14, I personally called---could not leave a voicemail.

  on 6/19/24, ****** called me back in the office, and we discussed your portfolio

  on 6/25/24, ****** called the office and we spoke again, specifically questions regarding the Platinum Air Voucher terms

  on 7/5/24, we received a message to call ******.  We called, but once again, could not leave a message due to her voicemail box being full.

  Regarding financing, *********** is one of 12 banks we work with to assist our client's financing.  ****************** was approved with *********** instantly, and THEY wanted to verify his information for security purposes, which is very common.   We attempted to reach to ****************** multiple times, with no response.  From our understanding, he has been ill and was not able to verify his information with *********** in a timely manner, so they cancelled the credit request.   

  Communication is key when providing quotes, and also with assistance with financing.  You both have always had multiple points of contact:  ******, your travel advocate, **************, and the office.  We never could reach you regarding your financing, and *********** never received your information, so THEY voided your credit request.  

  If you  need further assistance regarding financing, please contact **************, and/or ********.

  Thank you!

   

  Customer Answer

  Date: 07/20/2024

  Complaint: 21928927
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 07/25/2024

  Complaint: 21928927
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************

  Once we started trying to deal with scheduling flights we immediatly could see we were we were finding them for less they wouuld respond "well theres an extra "x" discount after the fact. 

  All the " special licenses" and "professional relationships" that were touted as the reason they could get supperiour pricing was all misleading sales tactics as best as I can tell.

  As far as all the back and fourth conversations with voicemails being full when we couldn't be reached (my voicemail is never fulland I never recieved any communication from Compass)is all a bunch of finger pointing. I don't even know how to respond to that.

  We were also prommised 2 flight tickets in the 48 states for attending the presentation plus 4 more with our purchase , but we can' seem to meet the criteria to acquire them.

  Also one woman told ****** "I'm not going to help you, you filed a complaint with the BBB.  Really?

  I kick myself for falling for this purchase. There is no formula that sets pricing parameters. They're not affiliated with any nationally name/chain. I believe I bought a bunch of "Blue Sky"

   

  

  Business Response

  Date: 07/31/2024

  Hi ******* (and ******),

  I have been on the phone today with ****** regarding a request for her trip to ********  

  In regards to our licensing, we are an actual Travel Agency, and we cater only to our private clients.  

  Our discounts come multiple ways----a clear discussion will help you understand this process (already discussed with ******).

  We are currently working on ******'s quote.   If you have any further questions,  please contact me personally.  I have emailed ****** my cell #.

  Thank you!

  ********

   

• Initial Complaint

  Date:05/22/2024

  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.

  My husband and I attended a presentation for travel benefits offered by Compass Group Travel. At the presentation we were offered all kinds of super deals for travel if we signed up for the Gold membership in the amount of $6970. We were offered a rate of $699.00 for an 8 day 7 night stay at the ************* in *************. When we requested them to book a reservation at the mentioned hotel they said it was not available. After suggesting they look into The ******************** by ******* Compass Travel came back with a rate of $1773.39 when I myself had booked a tentative reservation for $1586.19. We finally realized that all they do is go into the booking websites as I have always done on my own. We are not getting the services promised by Compass Group and feel we were totally deceived by them We tried to dispute the charges on my credit card with my bank but could not reverse the charges due to the fact that we had unfortunately signed an agreement. My husband and I are seniors and feel we were totally deceived by Compass Group with the high pitch sales presentation making us think that becoming a member with Compass Group they had connections with different travel industry companies which in turn could get us the fantastic deals we were promised. Also they guaranteed to get us 100% zero percent in house financing for 15 months to be continued for the life of the note as long as we remained in good credit standing to be transferred from my credit used. They did not provide the financing as promised either. I had to find my own financing to avoid paying a high interest rate on the credit used. The only thing we received from Compass Group were 2 RT reservations and 2 travel vouchers for future travel. We feel this does not constitute the amount we were charged which we are willing to return to them.

  

  Business Response

  Date: 06/11/2024

  *******************,

  As an accredited travel agency we have access to platforms that offer discounted rates for all travel requests.  

  We apologize, but the Park 79 hotel room was sold before you responded to book it.  This happens, as travel is very fluid and inventory changes.

  We have also tried to accommodate your multiple quote requests, even though you had already booked those accommodations days before--your 'tentative reservation'  Once again, as inventory changes, the prices will, too.  

  You had disputed the transaction way before you had ever inquired about any travel requests.

  We have already booked 1 of your Platinum Air vouchers.  

  We have also talked and emailed multiple times regarding your 0% financing.  As you cancelled your financing we procured on your behalf,  you opted to utilize financing that you already had instead of us procuring additional financing on your behalf.  

  Thank you for sending the email that I had sent you from the last correspondence you had with our travel agent, ******, regarding your better price from your already personally booked accommodations.  You never responded to my email, but please note, again, that we do offer all of our clients 110% price match---which you never responded or acknowledged.

   

  Customer Answer

  Date: 06/11/2024

  Complaint: 21742739
  
  I am rejecting this response because: Compass Group Travel has not followed through with the services that we were promised.  I have not received a written clarification as to what services we are getting for $6970.  The charges do not justify for the services we were promised.  We were totally deceived by this company and to this date we have not received the travel rates we were promised at the presentation.  We feel they did not act in good faith.  
  
  Regards,
  
  ********* Constanciio *******

  

  Business Response

  Date: 06/18/2024

  *******************,

  Your signed paperwork you went home with explain everything that we offer to you.  If you need to review the services we provide, we can do that with you anytime.

   

  Customer Answer

  Date: 06/19/2024

  Complaint: 21742739
  
  I am rejecting this response because: I want Compass Travel to give me a list of the services promised at the presentation in writing in simple terms.  Just give me a list of the services we paid for to cover the amount charged $6970 dollars.  The reason I am asking for this is because you  have not followed through with what you all promised us.  The charges do not justify what we paid.  
  Regards,
  
  ********* Constanciio *******

  

  Business Response

  Date: 06/27/2024

  *******************,

  All your terms and benefits are in your signed client agreement.  Do you need me to send you a copy via email? 

   

  Thank you,

  ********

  Customer Answer

  Date: 06/28/2024

  Complaint: 21742739
  
  I am rejecting this response because: I want ******** to list the services they promised us in terms we can understand one by one because to this date we have not received the services her company promised us.  Unfortunately much to our regret we know we signed paperwork.  We do not want her to email us  the paperwork because it is not specific. We want an explanation of the services we paid for listed one by one in simple terms!  Why is that so hard.  Why can't you do that? Just list the services you charged us for in the amount of $6970 which we feel are not justifiable and were totally misled by your sales representative ****** and her supervisor *******. 

  
  Regards,
  
  ********* Constanciio *******

• Initial Complaint

  Date:03/05/2024

  Type:Sales and Advertising 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 was on my ******** account when I saw a pop up from Compass Travel inviting me to a "free lunch" at the Salt Grass in *********** where I would receive "free airline tickets" This was not the first time I have seen this ad. I responded to the ad and called in to RSVP. She put me down for the reservation. I thought it was odd when she tried to tell me she did not know exactly which location it was going to be at. I called to find out what was going on and I finally received a text as I had before that it had been "cancelled" even though when I called the restaurant, they told me that they were there. I was also concerned that ****** was asking me personal questions about my information, etc. I felt that this was odd. I had rearranged my schedule around this and they had cancelled. I have been informed that there have been other incidences of this and feel that if they advertise this, they should back this up.

  

  Business Response

  Date: 03/05/2024

  I have included correspondence regarding your reservation.  As we stated in the attached correspondence, we did not cancel our event, we had to downsize our event due to Covid.  

   

  Customer Answer

  Date: 03/07/2024

  Complaint: 21385475
  
  I am rejecting this response because: This is not the first time that they have done this to me. Their ad mysteriously appeared on my ******** account and disappeared later on. I believe I was hacked. I have seen other complaints against them. They still had the functions so it that they said that their were issues with Covid when they still went on and had function at the Salt Grass. Also, they wanted all my personal information saying it was for the airline tickets and I have seen reviews where people were complaining about loans being taken out under their names. I could understand if this happened once, however, this happened multiple times with this company. I do want them banned from my FB account and my contacts. I feel that this was False Advertising and Fraudulent Misrepresentation  along with Business and Professional Codes on the part of this travel agency in regard to my situation. I feel that they were just fishing for information and never intended to make good on free lunch and airline tickets. 
  
  Regards,
  
  *********************

  

  Business Response

  Date: 03/15/2024

  *********************,

   

  I have attached your 2 Roundtrip airfares to use anywhere in the Continental ****

   

  Please go to www.gocrv.com to register your Airfare Anywhere voucher.  

  *Register your Airfare Anywhere voucher within 6 months using the Certificate Number (Certificate No.) on the Airfare Anywhere voucher.  

   

  Please follow the instructions, and familiarize yourself with the terms and conditions of your Airfare Anywhere voucher.

   

  If you have any questions please contact Go CRV at www.gocrv.com

  Compass Group does not share or store any personal information to any 3rd parties, and all information is kept private and confidential.
  

  Thank you!

  ********

   

   

  Customer Answer

  Date: 03/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:03/01/2024

  Type:Order 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.

  In September 2023, I responded to an ad on ******** from Compass Group Travel to receive 2 free airplane tickets to listen to their spiel. They were offering cheap travel for $4900 for a ten year period. If I purchased, I would get two more free airplane tickets. I was unwilling to spend $4900 at one time. The agent told me I could pay $39 a month. I said $39 monthly would work. They had me sign paperwork that was too small to see, but I had the understanding that I would be paying $39 a month for their services. They proceeded to take the entire amount out of my credit card account but only got $2500 as it is limited. I thought that was fraud and turned them in. It wasn't. They want the additional $1400 and have turned me over to a collection agency to ruin my credit rating. I have never received the two free airline tickets as promised for listening to them so why should I trust them that they will provide anything they have promised? I do regret believing their promises and feel I have been scammed and think since they haven't delivered on their promises, I would like a refund as I feel I was scammed into signing the contract thinking I was only to pay $39 a month to them over a period of time.

  

  Business Response

  Date: 03/12/2024

  Dear **************. We  have reached out to you on multiple occasions to try and help you thru calls, voicemails, texts and emails. All to no avail. There are MANY inconsistencies and inaccuracies in your complaint. To begin with the short term service package you selected was 3900 not 4900. Your travel advocate explained that we had 11 different bank options that would allow you to come onboard with zero out of pocket and a zero interest payment at 1% of the balance which would have been the 39 dollars you are speaking of. You also were offered a promotional offer on an additional set of airfare if you wished to do a balance transfer. The balance transfer was not a requirement but a great additional incentive you you chose to do. You did not have the full 3900 to balance transfer to get the additional airfare so ******* submitted a provision on your behalf which was accepted. Your first set of complimentary airfares were emailed to you immediately and are part of your client portfolio. We then assisted you and you were approved for the 39 dollar a month zero interest financing as promised. We have not been able to communicate with you since then which is very unfortunate. You also have the 2nd set of airfares that are printed and in your client folder waiting to be mailed to you once you have completed your payment for our services. We CERTAINLY would not try to ruin anyone's credit but after months of nonpayment and no return on any communication yes the account was finally turned over to a collection agency. As any company will have protocols in place to do. You STILL have the 2 sets of complimentary airfares to this day. To this day we have fulfilled every single promise made to you the day you came onboard with us. We are here to help and to answer any questions for you. So please feel free to call your travel advocate or the office.

  Customer Answer

  Date: 03/15/2024

  Complaint: 21367641
  
  I am rejecting this response because:

  I never received the airline tickets. I did respond to ******* on October 16 after Discover determined it was not fraud. I did not hear back from *******. I contacted **** on December 26 and did not hear back from her either.  I do not recall being offered 11 options. Nor do I recall making the option to pay it in full. I was shocked when they tried to get the entire amount as I was  prepared to pay $39 a month.

  I would like my $2500 refunded and I have no problem paying the $39 a month as I understood the program would cost. If we could start over from scratch and get it where I only pay $39 a month, that would be acceptable to me along with the 4 airline tickets promised.
  
  Regards,
  
  *******************

  

  Business Response

  Date: 03/28/2024

  ****,  As we have been trying to reach you by phone, text and email since you became a client on 9/7/2023, with absolutely no response from you.

  All of your questions are easily answered, and communication is key to a successful working relationship.  For example, you are asking about your airfare.  It is in your new client folder you went home with on 9/7/2023.  

  We also had your financing secure so your monthly payment would be as agreed, $39 a month!  But we could never talk to you to discuss your portfolio with you.  

  We have also called and texted you yesterday again, to answer your questions and any others you may have.  We have not heard back from you as of yet.

  Please call our office at ************ and we can assist with working with you 'from scratch' as you say.