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

  
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  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:11/03/2023

  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.

  October 11, 2023. COST $6970 During their slick talk of how great of travel company they are, with the pressure of the sales pitch, I indicated that we utilize the hotels points systems and asked if they will make sure that our numbers for each hotel we ever book would be applied to the account - ******************************* the sales person said of course, yes you can do that. ISSUE: Never in the entire sales pitch did ******** or *************************** identify that Compass Travel Group utilizes all 3rd party on line - hotel, car rental and cruises for the customers. The hotels do NOT reward points when booked through a 3rd party web site, shame on you CGT. Paid $6970.00. - we were promised that we would receive credit card from a ******************* which said CGT group works with, and with in 10 days of October 11, 2023 - once we received the Credit Cards from which ever CC Company picked us up, we had to contact CGT within the 10 day's and we would get 4 additional round trip airline tickets - WE HAVE NOTHING. ISSUE - We have NOT Received any notices documentation of any sort indicating any cards have been issued or received. ISSUE - **************************** and ****** 2nd hand man ****, Promised that they would be taking the $6970 and transferring it to our NEW CREDIT CARD (which has yet to be received) and deferring the payments of that we only pay $69.00 a month and after 12 months of no missed payments they would again have the remaining funds re deferred year after year until the $6970 was paid in full.Issue Their WEB SITE - is a JOKE - There is nothing to look at - everything states call them for information. My son contacted this group for a trip he already had in the works with another travel agency, to see what they could offer, CGT was offering off the wall things, fishy to my son. My son contacted the property asked if it was legit - *********** sales people said ABSOLUTELY NOT. After further review CGT is trouble, several people have filed complaints.

  

  Business Response

  Date: 11/19/2023

  If this complaint is published, then ******************* is knowingly committing libel.  Our attorney will easily prove she is making these defamatory statements in an obvious attempt to harm **********.  Additionally, ******************* has committed fraud against our company by utilizing our services on several occasions and then disputing payment after services rendered. Not only has ******************* contacted our office with the issues above, but her statements are false, and clearly,she is attempting to publicly harm the reputation of our Travel Agency.  Not only do we have documented proof ******************* has received what she was promised during the marketing event, but she has even activated her new credit card and instead of following through on her part she is attempting to fraud and defame our travel agency. This will not be taken lightly. She states in her own words that her son believes the words of an outside sales company instead of what our travel agency acknowledged we would do for him in writing. 

  Customer Answer

  Date: 11/20/2023

  Complaint: 20819279
  
  I am rejecting this response because:

  PER THEIR RESPONSE -  I am NOT committing LIBEL per respondent -  Respondent is committing Libel - False Statements -damaging MY/ OUR reputation.  

  **** & I have NOT received what was promised at the marketing event- 

  #1 - Compass Travel has LIED in their rebuttal state that they submitted -  They Do Not and Can NOT have any documented proof that a New credit card was activated, because we have NOT received anything via **** Mail, NORE have we ACTIVATED any Credit Cards, HIS/ THIER statement is defamatory and their statements are false.  We have never received any information, communication via **** from any ******************* per ******************************* or *********. 

  #2 - Compass Travel - Does Not per our agreement allow us to earn our Hotel Rewards Memeber Points because they blatantly lied to our faces, during their marketing event.  ******************** the smooth talker that he is, stated that they have a huge website to get information from.  When we go on the web site to look at destinations it tells us to call the agency.

  #3- I have never committed fraud against their company, I have never disputed payments for any services rendered, they are creating false information. 

  #4 - I agree my son and I believe the words of the property in which we contacted for information on said property which Compass Travel quoted a price for a family vacation in March.  The property specifically stated that there was absolutely no way what Compass Travel was offering to my son and his family would be given at time of checking in. 

  #5 My Attorney will easily prove that Compass Travel has NOT provided to us what we were promised.  They have sugar coated there sales pitch and we have NOT received what we were promised. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 11/27/2023

  We have responded to each statement made by *********************** (below):

   

  #1 - Compass Travel has LIED in their rebuttal state that they submitted -  They Do Not and Can NOT have any documented proof that a New credit card was activated, because we have NOT received anything via **** Mail, NORE have we ACTIVATED any Credit Cards, HIS/ THIER statement is defamatory and their statements are false.  We have never received any information, communication via **** from any ******************* per ******************************* or *********. 

  
  Concerning number 1. The next morning ******************* was made aware that she had been approved by a specific bank and for the amount she had been approved for as well as made aware that she had a confirmation email in her email inbox. This is standard company protocol. I do have proof of these statements and would be happy to provide them. We stayed very active with *******************. On two different occasions we gave ******************* the direct number to call the bank she was financed with to communicate any questions or concerns she had. We continued to follow up with her a minimum of twice a week to offer assistance with her so that she would not lose out on the 4 additional airfares that were time sensitive sponsored. ****************** rarely followed up with us usually taking several days to return our call. 

  
  #2 - Compass Travel - Does Not per our agreement allow us to earn our Hotel Rewards Memeber Points because they blatantly lied to our faces, during their marketing event.  ******************** the smooth talker that he is, stated that they have a huge website to get information from.  When we go on the web site to look at destinations it tells us to call the agency.

  
  Concerning number 2. I personally spoke with ******************* the day she signed up with our services and was VERY clear in explaining We do not operate off of "one huge website" that we get information and or quotes from. We in fact have MULTIPLE large platforms and different licenses that we book from. Most of them do in fact give rewards and on occasion some do not. We make the client aware if the points do not apply due to a steep price reduction. Making reservations thru a hotel direct only would make no sense when we have so many different sources to go to.

  
  #3- I have never committed fraud against their company, I have never disputed payments for any services rendered, they are creating false information. 

  
  Number 3 is easy to answer. I have proof that ****************** is in fact committing fraud and is not telling the truth in that she did in fact dispute payments for services rendered and will provide proof of such. 

  
  #4 - I agree my son and I believe the words of the property in which we contacted for information on said property which Compass Travel quoted a price for a family vacation in March.  The property specifically stated that there was absolutely no way what Compass Travel was offering to my son and his family would be given at time of checking in. 

  
  Concerning number 4. Your words of "my son and I believe" says it all. When I first quoted you you were happy and said that's a great price. You then relayed the quote to your son. Your son who knows nothing of how our products and services works stated that cant be right as we were significantly less than what he had been quoted. He then stated "Have them put that quote in writing" . Upon request from *******************, our client we then provided her with a written quote. Her son again called the hotel sales department and they said according to her son that again we could not book the room at that cost. I explained to ****************** that we would not be in business very long if we were putting quotes in writing that we could not fulfill and we were ready to book her son. Nothing more was said to me at that time but the son did not book.  I would like to note that we have offered a tutorial with no cost to the son on several occasions and the son has refused each time.

   

  
  #5 My Attorney will easily prove that Compass Travel has NOT provided to us what we were promised.  They have sugar coated there sales pitch and we have NOT received what we were promised. 
  Number 5. I am deeply troubled and saddened by this complaint as the last correspondence I received from ****************** was a text thanking both me and ******** for our great pricing and quick response on not one but two different travel requests that we fulfilled. This was the last direct correspondence from ******************* until this complaint. Again this I have verifiable proof of this. I don't understand why she didn't reach out to ***** whom is ********'s supervisor, our office agents or office manager or myself as I gave her my business card with both my business line and cell number. At this point due to ****************** continued insistence at commiting libel I am now being FORCED into moving forward with libel charges for the first time in my company's history. I truly wish ******************* would have reached out to us BEFORE filing this extremely libel complaint with many incorrect statements to the BBB.

  
  

  Customer Answer

  Date: 11/28/2023

  Complaint: 20819279
  
  I am rejecting this response because:  This company is full of lies.  

  #1. ******* RERSPONSE -  They did NOT give me numbers on two separate occasions, ******** txt me on 10/23/2023 @11:45 am checking to see if we received the cards,  I responded that we did not. She indicated that she would talk to **** and get back to me.    Mind you -  the 10 days has now passed for the contract to be valid.  I will be attaching the txt message from ********,  I didn't hear anything from her until October 26, 2023 3 days later. 

  #2.  Yes ***** did personally speak with us, and NO he did NOT state this to us on the hotels per his statement that he made us aware if points do not apply.  Once again he is now stating that information.  I specifically asked him if the bookings were completed through a 3rd party agency and he responded NO.   I have a lot of years of travel experience to know that any bookings through 3rd party agency do not allow for hotel programs to be used.  If he would have stated to us - per his statement above I would have NEVER signed up with this company.  

  #3 I have NOT committed Fraud in any way to this company-  I can prove that ***** is making false statements -  if I were to take this to the courts I will be able to *** for defamation - ***** and slander. 

  #4 How dare you say my Son knows nothing - Yes we needed it in writing, Yes you sent the quote and yes he did his due diligence and make several different calls, only to find that there was NO WAY your company could do what you offered.  He had a very uneasy, uncomfortable feeling about it.  Which is his right to do.  Any your works come back to me that he "GHOSTED YOU".  Shame on you and your company, ever customer has the right to search and look into information. His information uncovered a very uneasy, feeling, therefore he didn't and would not purchase from your company,   I agree after more research on my side he was right to NOT take you up on your information, 

  #5 Yes, I did thank them at the beginning,  Because of the sugar coating that was taking place.  I had NOT received any correspondence from ***** since 10/25/2023 @9:37 am.  I want to see the Verifiable proof of me activating credit cards that we have NOT received.  Further more, I question ***** as to - How would you know if the cards where activated, and if you did know that the cards were activated why didn't your following through with what your promised us at the Outback Steak House stating you would take care of the balance transfers?  Again ***** you have committed libel information towards my self and my husband.  

   

   

  
  Regards,
  
  ***********************

  

  Business Response

  Date: 12/05/2023

  At this time unfortunately with *********************** continued libel and slander we are now moving forward with legal action. It is obvious at this point that ******************* is not concerned with any false statements that she is knowingly putting out there or any damage it could knowingly cause by her false information. It is a very sad and disappointing situation that has never happened before and I hope to never again have to repeat. I will be forwarding all evidence to the proper channels. 

  Customer Answer

  Date: 12/12/2023

  Complaint: 20819279
  
  I am rejecting this response because:
  

  In all of the responses from Compass Travel / ******************************* Company has been and continues to make false statements.  At this point he/they are making false statements and have NOT provided us with any answers.   The damage he/they are pertaining to is and has been put on the web.  
  Compass Travel / **************************; has specifically stated in a prior response that they/ he has PROOF that the Credit Cards were received and activated by us already.  We have asked him for proof of this.  And not only that I/we would like them to explain to us how he could or would have proof of such a thing taking place!    Because once again - We have NOT received any Credit Cards from anyone pertaining to this matter. 
  
  We will be forced to start Legal actions will be against Compass Travel & *************************** on false representation, false advertising and libel /lies allegations that have been indicated and written in their responses towards and about us.   
  
  **** & ***********************
  

  
  

  

  Business Response

  Date: 02/26/2024

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

  When you informed us that you had not received your card in the mail, we asked you to call them to resend a new card to you.  Did you call them to do that?  We even gave you their number to call them and do this.  We stated that you were approved with financing.  Your son calling the resort to ask for any affiliation is ridiculous, as any resort would not know what platforms we book from.  We do not only book 3rd party, and never told you we could apply your rewards number to every single booking.  There are always choices when booking, and communication is key!   A quick phone call to ask these questions would be more appropriate.  Your statements are concerning because they are skewed, filtered, and a lot of them not true at all. 

   

  Customer Answer

  Date: 03/27/2024

  Complaint: 20819279
  
  I am rejecting this 

   A phone number was never received by your company.  I had no way to contact them, I was ghosted.  You were admitted on 10 days or the deal was over.  Well 10 days came and went and I received nothing from your company. 
  Compass- We stated that you were approved with financing.  
  Response -  JS Yes, on the same evening of the meeting, but we never received a phone number or any contact information, from you.
  Compass- Your son calling the resort to ask for any affiliation is ridiculous, as any resort would not know what platforms we book from.  
  Response JS-  disagree with your statement, all travel outlets have control of their products, they know what they are offering and allowing.  Your company LOST out because you demanded full payment unlike other travel agencys that required a down payments and full payment 90 days out.  
  Compass- We do not only book 3rd party, and never told you we could apply your rewards number to every single booking.  
  Response JS -  Now your calling us a lier, I've been in the travel industry over 25 years, and I know the ins and outs. I specifically asked the question at the meeting and I was told by two, of you, yes absolutely we can apply your account numbers to all future reservations.  I specifically asked if you used 3rd party bookings and you said NO,  I would never have agreed to this is you would have told us the truth.  I even asked ********************* to add my number and her words " They will do that for you upon check in, that's if you want to stand in the long lines upon your arrival." She knew right then and there that she booked us a 3rd party booking, did she share that with us, No she didn't we found out upon check in at the hotel.   
  Compass- There are always choices when booking, and communication is key!   A quick phone call to ask these questions would be more appropriate.  Your statements are concerning because they are skewed, filtered, and a lot of them not true at all. 
  Response Js,  Compass Travel *****-  You have made statements- calling names and untrue statements in these responses.  You made a  statement that you have proof that we activated the supposed  credit cards -  Where is your proof, because we have absolutely nothing - you made a down right lie, you are avoiding answering this question.   Your statements are false from day one, Just like the refunds / credit backs that were suppose to be mailed out to us upon our start of our travel date on October 25 with car rental in ******* IL and Hotel in *********** .  Per ********************* - the refund check will be processed upon your check in date and mailed out to your address, you should have it before your return. .........what kind of business are you running ***************************, 5 months have come and gone and there has NEVER been any checks/funds refunded to us. 
  Your group lied to us about all the information on your web site that was available. There is NO Web site that shares any information, it is a total joke, we can't pick or choose any destination hotels, resorts-  we have to call your office.  It took days before we were even given access to find this false information out, now we know why, the web site, was not shared or shown at the introduction of your scam,  because there was no real website for us to search out and look up information.  Any and all questions we asked weren't answered by ********, she was running around getting information on how she should respond to our questions, that was the first sign, that we know what we were talking about.  
  We were talked into a product that was unprofessional from the beginning.  Your negative talking about others, stating that people Ghosted you,  I wonder why, we, they have figured it all out your unprofessional.  
  
  ***************************, remove us from the collections agency, drop all of this,  ale no more contact with us and we will remove our complaint.  

  
  Regards,
  
  ***********************

  

  Business Response

  Date: 04/15/2024

  When you stated you hadn't received your new financing, we offered you their phone number to reach out to them.  Did you call them? Did you look in your emails?  Did you receive any correspondence?  All of your information from your credit application was used, so they would contact you directly.
  
  Actually your son missed out on over $1200 savings for that one trip because he preferred to use a platform that you can pay over time.  Which, by the way, you can also do with your own credit card.
  
  We have stated over and over again that we use over 12 platforms to find the best deals for our clients.  If you only want to use the platforms where you will receive points, we can do that, too!  But it will change the price, and we have attempted to explain this over and over again.
  
  You started with the false accusations, negative reviews, and calling us liars.  We reached out to you multiple times---and you never responded.  That is called ghosting.  If you really wanted to have a conversation regarding your 'issues', you could have called me, ********, ********, *****, called our office, called ***** in the office,  looked up our office phone number online, or looked at your signed contract for our contact information.  You chose to ignore us.  
  
  Your account is locked due to being in collections for the full amount due.  Once paid in full as agreed, we will release your discount check.
  
  

  Customer Answer

  Date: 05/10/2024

  Complaint: 20819279
  
  I am rejecting this response because:  once again, they are NOT telling the truth about this entire situation:

  I Was NEVER offered a phone number to reach out to financing by your department or agency! 
  I received NOTHING.  You gave us 10 days,  10 days came and went, 20 days came and went and never received anything. 
  

  you keep bringing up my son missed out on over $1200 savings...... no HE DID NOT, I found him a better deal, YOUR upset because he caught on to your misleading statement/ information, which in turn didn't give you any commission.   And NO you can't pay over time with out paying fee's and interest on credit cards, sir, NOT ALL cards are the same, just like your misleading us with information.

  You NEVER ever stated to us about a 12 platforms.  You both lied to us when I asked my questions about hotel rewards /points.   
  

  The way you book for people- we can do on our own - through the same systems.  I have been booking hotels and trips for over 45 years.   I understand pricing and changes.  Please just admit you all lied.  
  We have NOT made false accusations, yes you have lied to us.   I reached out to your group time after time and multiple times went for days with NO response.    The lies started from day one, and when we didn't receive the refunds promised in the time that we were given- when I was told to check in at the hotel and give my rewards number to get the points with your agent actually stating "That is if you really want to stand in line for getting the number added, but I can't do it on this end. "  it all adds up - all the reviews on line about your company are true,  you promised people a Dinner at the ******************* -  your company changed our original date, because your sales employees didn't show up in ******* in time.  We arrive after 3 pm in the afternoon, we sit through the talk, ********* couldn't / or didn't know the answers to my /our questions,  she nor you could or would show us or allow us to look up your travel website, and when you finally did give us access several days later, there is NOTHING absolutely NOTHING on the web site at that time - everything said to call.  I specifically asked you both if you used Expedia links and you both said NO, and yet you do book through Expedia.   And add to this, we didn't receive a dinner at Out ack Steak house, you handed us the lunch menu and  said please don't order the steak, this entire process is costing me $400 per participant, yet someone who was sitting directly across from us, who was in attendance before us received the entire Outback Dinner.... just another lie.  
  

  Your website has no information, we called and still no website.

   I didn't ignore you, you were ignoring us!  I ignored you after your company became disgruntled and upset, when you all called leaving messages after you received the stop payment from our credit card company.  

  You lied to the Arizona Attorney Generals complaint that was filed.  The discount check was never received in the time I was told it would be received, when nothing came through, that was the final sign, just another sign that your company is NOT what was promised,   

  
  Regards,
  
  ***********************

  

  Business Response

  Date: 06/11/2024

  ****,

  As an accredited travel agency, we do have affiliations with platforms that the public does not have access to.  

  The price we quoted your son was highly discounted, but you said before he did not want to book because we couldn't offer him payment installments.

  All of the information sent to the attorney general was true, please refer to your signed agreement---that is what is what is agreed to by all parties.

  We have attempted to answer all of your questions multiple times.

  We do not lie to our clients, we do not make verbal agreements with our clients.  

  We did direct you multiple times to reach out to your financing bank to have a new card re-issued, because you told us you have not received it.

  Thank you.

  Customer Answer

  Date: 06/11/2024

  Complaint: 20819279
  
  I am rejecting this response because: they are out right lying.  The are constantly bringing up my son-  I'll say this for the last time- what they offered my SON was NOT legitimate,  we contacted the property's sales department and they them selves specifically stated that if he booked what Compass Travel offered and when he showed up, he would NOT have the specific room period!   My son and us were able to get a better price and pay OVER time for the trip.  Compass Travel does NOT care about the customer they want their cut.

  Once again - they have LIED they never gave me ANY information or phone numbers to the supposed Discover Card- the 10 day period came and went, turned into 15 days, 20 days, 25 days a month and still to date we have NEVER RECEIVED anything.  
  

  Compass Travel drop it all I will not recommend your services to anyone, I will never bring your services up to anyone.  
  

  I have my travel services which I've been utilizing for years and it's the same ones you used for us!  You lied to me, you lied to my husband,  I've been in the travel industry since 1995 -  I know the ins and outs of it all.  So please just let it go, drop it.  Go out and sell your untrustworthy travel to someone who has no CLUE what you're doing to them.  I know what you've done, I know that your people have lied to me just as you did the day of the ridiculous sales presentation!    
  

  I've traveled a ton with out your help, and I know for a fact that there was NO Way you could have gotten the prices I did for the rooms I had.  
  

  Best of luck to you and your team, please just stay away from me, and I'll stay away from you and your company's name.  

  
  Regards,
  
  ***********************