Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Star Holiday & Tours regarding a recent incident involving a flight booking for my mother, *************. I believe it is crucial to bring this matter to your attention for investigation and resolution. My mother purchased a round-trip flight ticket from the US to ***** through Star Holiday & Tours. Due to unforeseen family issues, she needed to make changes to her departure date on two occasions. Unfortunately, during the last change, there was a significant error on the part of Star Holiday & Tours. The business associate handling my mother's case failed to process her departure date request accurately. Consequently, incorrect departure date and location details were provided to my mother, resulting in her staying at *****************, *****, instead of her intended destination. Although the mistake was rectified promptly after discovery, the incident has caused significant distress and inconvenience to my mother. I have already contacted the business owner to address this matter and requested compensation for the inconvenience. However, the owner has refused to provide any compensation, despite the acknowledgment of the error. I believe that such errors should be thoroughly investigated to ensure the well-being of consumers and to maintain the integrity of travel services. I am seeking your assistance in investigating this matter and taking appropriate action against Star Holiday & Tours. Furthermore, I request your guidance on the appropriate channels for lodging a formal complaint and ensuring that such incidents do not occur in the future. Thank you for your attention to this matter. I look forward to your prompt response and resolution.

  Business Response

  Date: 01/14/2024

  This is *******************, the owner of Star Holiday & Tour, *************** your correspondent RE: *************, Complaint ***********.
  I have been responding **************** request in regard of the incident. Her friend came to our office, requested to change to return date for her trip to *****, I did the search for her, and told her the fare difference, they had agreed the exchange. That was her second time to do the exchange for her trip to *****. I did not finalize the last exchange, due to exceed work on my hand, that was my fault, I did show my apology to her. I did NOT charge her for the exchange at that time, and they never come back to me and ask why I did not charge them. ******** told me that the airline did offer her an exchange with fare difference, it was expensive, so she refused, she chose to stay in ********,and asked her son came to my office to do the exchange, her son came to my office, and recorded our conversation without acknowledging me, he does not have my permission to do so, I would reserve my right to pursue his unlawful recording without my consent under the R.C.W.
  When I knew ******** was not able to get on the flight, I worked on exchanging her ticket right away, I have acknowledged her the departing port is different, she needed to depart from *********, and she agreed. I have paid a huge money to do the exchange for her, and promise to reimburse her hotel and transportation, I just need the receipt or invoice for hotel and transportation. They did not provide me any receipt or invoice, they asked me to give them $500 dollars base on her husband's hourly income for one day, not her hotel and transportation in ******** *****, because he took a day off to pick her up, and his hourly pay was 40 something dollar per hour, that's not for Ms. *** hotel and transportation. I did pay a huge money to exchange her ticket due to my mistake.  I was still dealing with them, the last message I texted to her on December 20th,2023, I agreed to give her $250 as reimbursement for her hotel and transportation, she never responded me since then. They just want $500 hundred dollars from me without providing me any invoice or receipt, this is clearly the case of classic extortion to me, I felt so bad.
  

  I hope you understand that I have been taking care of Ms.*** ***** what they want is too much to me. Thank you in advance for all your work!
  
  Best regards,
  
  *******************