ComplaintsforiTravel2000

• Initial Complaint

  26/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a family vacation for $5402 to Cuba this past weekend (Oct 21st, 2023) on the iTravel2000 website. There was a confirmation email and invoice given from the provider (********). Myself, my wife and our children all made plans to take this week off as vacation. I then received an email yesterday that there was a systems 'glitch' which meant the wrong price was quoted and I had two choices: 1) cancel with a refund; 2) pay the price difference. I just called itravel2000 and no accountability was taken and this was blamed all on the provider **** ***. There was no ability to provide me with the vacation I paid for and the request was an additional $1900 should I wish to proceed. I am simply looking to receive what I paid for. No alternative reservations or options were provided to me by the travel provider (iTravel2000). They have given me until tomorrow to make a 'decision' otherwise my trip will be cancelled. Looking to receive the services (trip) I paid for.

  Business response

  02/11/2023

  Regrettably, the tour operator reached out to our agency to advise us of a pricing glitch in their system. The supplier is well within their rights to inform customers of such pricing glitches. Unfortunately, they are not obligated to honor the prices if one of the options offered, is a full refund.  We are sorry for any inconvenience this may have caused and fully understand Mr. *********’s frustration. However, we are also bound by the terms and conditions set forth by the supplier.  Mr. ********* accepted the option to cancel his reservation and this matter is resolved.

• Initial Complaint

  03/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a vacation package on itravel2000 and when I went to checkout it displayed a value of 3102.48 that would be charged to my credit card. After sumitting the page, a confirmation was displayed that changed the value beign changed to my credit card to 3322.48. This represents a serious technical issue with the website and after emailing the issue to itravel2000 they refused to investigate the issue. I will be filing a complaint with my credit card as I believe charging more then the agreed price is *****. The transaction occured on Mon Feb 20th, 2023 and I reported the issue to iTravel2000 directly after the issue occured (within minutes)

  Business response

  09/03/2023

  Thank you for the opportunity to review Mr. ******** *****' concerns. We are very sorry to hear our client encountered any upset with their reservation. We can appreciate the frustration Mr. ***** must have felt having the vacation package increase in price during the booking process.  The pricing of travel can be very fluid and all rates and availability are solely determined by the tour operator.  Our website is live and connected directly to tour operators, airlines, cruise lines, and consolidators.  The last screen, before the booking is confirmed, is where a third-party supplier software accesses live pricing and inventory. The client is advised this action is being taken.   If there is an increase a notice is displayed on the booking page which advises client of the new price.  This allows the client to make an informed decision whether to continue with the reservation at the increased price.  Prices do fluctuate and as Mr. ***** will hopefully concur, this is an area where we have absolutely no control.  Please feel confident, we do value Mr. *****' business and assure him of our very best intentions at all times.

  Customer response

  09/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This response has absolutly nothing to do with my complaint, I'm not sure if it was written while reading someone elses complaint or it it was just copied and pasted from somewhere but I would be very greatful if you actually read my complaint and addressed the actual issue - not advise how the prices are determined.  All you discussed is that prices flutuate, which I have absolutly no concern with.  My complaint is that the amount in the last screen presented to me was of a specific amount 3102.48, I entered my credit card information and submitted the page, the transaction processed with no errors and on the next page I was given a confirmation that my credit card was charged a completely different amount then what the previous screen had presented.  

  Neither the price, nor what the tour operator does or doesn't do has anything to do with my complaint.  It is 100% simply the fact that the amount I agrred to be charged to my credit card was 3102.48 and you charged a different amount, this is credit card ***** and has nothing to do with flucuating prices.  If there "should" have been a process to update the price and agree to the updated amount, I can assure you that there wasn't as I would have had no reason to notify you directly after the transation had processed.  I also searched the exact same travel package right after submitting, just to be sure that the amount I had written down matched what was on the site and I went all the way back to the check out window, where I was again presented with the amount of 3102.48 in the checkout cart. About an hour later the resort i had booked was actually removed from your site (though it was back the next day with a slightly higher price or 3130, though still significately lower then what my credit card was actually charged. 

  To date you have done absolutly nothing to investigate the actual issue - have you checked what the exact prices that you were advertising on that day?  If it did fluctuate what prices did it flucuate between? What did your "web department" do to investigate the issue?  Did the tour oporator advise what prices that they provided you on that day?  Did you investigate the credit card transaction, does it take the tour oporator value or the greyed out value in the checkout box? Its obviously of no benfit to me to process a transaction that I'm 100% comfortable with and then immediately notify you of an error if there was none, so considerign the severity of credit card ***** I would expect a serious investigation into both the payment technology and my specific transaction.  

  Sincerely,
  
  ******** *****

  Business response

  21/03/2023

  We have reached out to Mr. ***** directly in order to address this matter.

  Customer response

  22/03/2023

  
  Better Business Bureau:
  

  Thank you for the service that you have provided,  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me; a refund in the amount of 220 is being provided.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  10/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had followed all prompts on iTravel2000’s website to complete and book a vacation for January 24th to February 1st from Edmonton to Puerto Vallarta on January 8th at 7:30 p.m. Once I submitted and clicked off the last page to purchase, I received a confirmation email and prompt for $200.00 more than the advertised price AND 2 days after my original selection. The travel date moved to January 26th returning on February 2nd. I have attempted to call the company the day I booked the vacation but they were closed. I have now spent 7 hours attempting to connect with them on January 9th with no response from a single person. Each phone prompt directs you to a different line where you stay on hold forever. I want either a complete refund, or my ORIGINAL booking made with the difference given back. Quick to complete an incorrect transaction and no where to be seen after the funds have been collected.

  Business response

  20/01/2023

  Thank you for providing us with the opportunity to look into Mr. *******'s concerns.  We are currently reviewing this matter with our Web Department to obtain more information.  We expect to have an answer for Mr. ******* by Tuesday of next week and will contact him directly.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked my all-inclusive vacation package on itravel2000.com on Dec 17, 2022, for a 4-star hotel called ********* **** *****, *** *** ******** ****** it is clearly stated as 4-star. When we arrived at the hotel on Jan 1, 2023, the hotel seems below our expectations for 4-star hotels in many ways, the quality of the room, food, and drinks are way worse than any of the 4-star hotels we stayed in before. I looked up the hotel again on itravel2000.com and noticed it is shown as a 3-star hotel. So I paid for a 4-star hotel stay but get only the quality of 3-star hotel. I was trying to get itravel2000.com to help me change to another 4-star hotel as that was what I paid for. But they haven't gotten back to me after 4 days.

  Business response

  11/01/2023

  Thank you for the opportunity to review Ms. *** **'s concerns.  We are very sorry to hear our client has encountered any upset with her reservation. Hotels, as well as, tour operators have their own independent star rating systems which are based on numerous considerations such as; facilities, accommodation, location, and tourism infrastructure. Several ratings can occur for the same resort. We, as the travel agency, do not assign star ratings for any hotel.  As Ms. ** is in destination she will need to speak with the hotel management and local tour operator representative in effort to address any concerns she has with the hotel.  If Ms. ** decides to change hotels any additional costs will be at her own expense.  If Ms. ** is unable to resolve her concerns while in destination with the hotel and/or tour operator representative she is welcome to submit a claim to our office upon her return by emailing ***************@*****************.com and we will act as a liaison on her behalf with the supplier and hotel.

  Customer response

  11/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I tried to communicate with *******,  the local representative, and they refused to change my hotel with the credit of unstayed night from ********* **** *****. They kept on saying my reason for changing hotel is not valid. *** *** ******** ************ ******* ** *** *******.

  My vacation is almost half gone, and I urge Itravel2000 to take action now to negotiate with ******* for my hotel exchange to a 4-star hotel.

  
  Sincerely,
  
  *** **

  Customer response

  08/02/2023

  I contacted their local agency *******, and after several back and forth, ******* refused to change hotel for me using unused hotel credit. And their excuse is that I bought this package from itravel2000 and not directly from *******

  I also found the evidence that this hotel is indeed a 3-star hotel via the online chat with this hotel. 

  I wrote complaint email to itravel2000 customer service email ***************@*****************.com on Jan 10, 2023, but never got a reply.

  Business response

  21/02/2023

  Our site is a live booking engine with hotel links, when clicked on clients are connected directly to the vendors' website which displays hotel information, amenities, and ratings. This information is directly managed by the tour operator, as one will hopefully concur, this is an area where we have absolutely no control. Ms.**’s concerns have already been forwarded to the tour operator as they hold the contract with the hotel to review her comments and respond accordingly. The tour operator’s response time is approximately 10-12 weeks, and we are still within this time frame and awaiting a response. Once an answer has been received by the tour operator, we will contact Ms.**'s directly via email.

  Customer response

  21/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  I would like to keep the case open until the business gets me the answer from their local tour operator.
  
  Sincerely,
  
  *** **

  Business response

  03/03/2023

  Ms. ***’s concerns have already been forwarded to the tour operator. The tour operator’s response time is approximately 10-12 weeks, and we are still within this time frame and awaiting a response.  Once an answer has been received by the tour operator, we will contact Ms. ***'s directly via email.

  Customer response

  10/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I would like to keep the case open until the business gets me the answer from their local tour operator. It is already 8 weeks since I initialized this claim.
  
  Sincerely,
  
  *** **

  Business response

  23/03/2023

  Thank you and we can appreciate Ms. **’s request to keep the Better Business Bureau claim open at this time.  Once an answer has been received by the tour operator, we will respond to the Better Business Bureau claim and contact Ms. ***'s directly via email if there is personal and/or private information to share.  We have also followed up with the tour operator yesterday requesting an update on the status of Ms. **’s claim and hope to receive an answer soon.

  Customer response

  30/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I would like to keep the case open until the business gets me the answer from their local tour operator. It is already 10 weeks since I initialized this claim.
  
  Sincerely,
  
  *** **

  Business response

  05/04/2023

  Please assure Ms. ** her claim will remain open pending a response from the tour operator.

  Customer response

  06/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Keep my claim open until getting a response from the tour operator.
  
  Sincerely,
  
  *** **

  Business response

  19/04/2023

  Please assure Ms. ** her claim will remain open pending a response from the tour operator.

  Customer response

  27/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  leave the complaint open until receive the response 
  
  Sincerely,
  
  *** **

  Business response

  08/06/2023

  Ms. **’s concerns were forwarded to the tour operator, and they advised that they are facing delays, but the tour operator assures Ms. ** that their concerns will be addressed. Once an answer has been received by the tour operator, we will contact Ms. **'s directly via email.

  Customer response

  09/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  We are still waiting for the answer from the local tour company. Btw, it has already been 5 months since I started this complaint and we have been waiting for the whole time. Please given an estimated time that I should expect to get this resolved.
  
  Sincerely,
  
  *** **

  Business response

  27/06/2023

  During the online booking process Ms. *** was provided with our agency terms & conditions, which she agreed to prior to applying payment and confirming the reservation Ms. *** also accepted the Terms and Conditions of the respective tour operator. The tour operator's Terms  state "that, while conditions may not always be the same as those at home (particularly in regards to food, electricity, water supplies, and private toilet facilities), our staff, agents and/or suppliers have inspected all of the hotels described on our website to ensure acceptable standards." Unfortunately, the tour operator is experiencing delays due to the high volume of claims received over the winter months, which is the travel industries busiest season. The tour operator is working diligently to have all claims processed as soon as possible. This may take several more weeks, maybe even a couple of months, to complete. No matter how high the issue is escalated to, even at the highest levels of senior management, we have been advised that all claims are placed in a queue and addressed based on the date received.  Please be assured, we continue to monitor Ms. ***'s claim which will remain open pending receipt of an answer from the tour operator. Thank you for your continued patience during this time.

  Customer response

  29/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  We are still waiting for the response, it has been 6 months already.
  
  Sincerely,
  
  *** **

  Business response

  10/07/2023

  We are going back and forth with the same information.  We are sincerely sympathetic to Ms. **’s concerns, however as mentioned, it is difficult for us to be able to respond to issues that occur in the care of our suppliers as we do not own, operate, manage, or control any tour operator or the suppliers they contract services to. Rather we act as a liaison between our clients and the tour operator.  On a legal perspective, our position was previously known and accepted by Ms. ** in advance of travel via our published Terms & Conditions. Our Terms & Conditions are very clear concerning our non-liability with third party suppliers. The onus is on the client to ensure they have read, understand, and accept these Terms & Conditions prior to finalizing their online booking. These Terms & Conditions are endorsed by Travel Industry Counsel of Ontario. In purchasing the vacation package through our agency Ms. ** entered into an agreement by accepting the Terms & Conditions of using our web site, and that of the tour operator. All tour operators are experiencing delays due to the high volume of claims received over the winter months, which is the travel industries busiest season. They are working diligently to have all claims including Ms. **'s processed as soon as possible.  This may take several more weeks, maybe even a couple of months, to complete. No matter how high the issue is escalated to, even at the highest levels of senior management, we have been advised that all claims are placed in a queue and addressed based on the date received. We appreciate Ms. **'s patience in this matter and will advise once an answer has been received. Please note, this will be our response going forward until and answer has been received from the tour operator Ms. **’s vacation package was booked with.  Thank you for your understanding and patience.

  Customer response

  14/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Keep the claim open until receiving the response from tour operators

  
  Sincerely,
  
  *** **

  Business response

  27/07/2023

  Claim will remain open until receiving the response from tour operator.

  Customer response

  28/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Claim will remain open until receiving the response from tour operator.
  
  Sincerely,
  
  *** **

  Business response

  14/08/2023

  Claim will remain open until receiving the response from tour operator.

  Customer response

  29/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Claim will remain open until receiving the response from tour operator.

  
  Sincerely,
  
  *** **

  Business response

  06/09/2023

  Claim will remain open until we receive a response from the tour operator.

  Customer response

  13/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Claim will remain open until we receive a response from the tour operator.
  
  Sincerely,
  
  *** **

  Business response

  22/09/2023

  Ms. **’s concerns were forwarded to the tour operator, and they have addressed Ms. **'s concerns. We have contacted Ms. **'s directly via email.

  Customer response

  25/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The business offered $100 per person voucher for future travel, which is not acceptable.

  I spent $8,530 on my vacation package for a 4-star hotel, which was a false claim on the rating. Our vacation was ruined because of the poor quality of food and drink, and the environment of barely anyone speaking English. And the compensation they offered is just a $200 voucher? No, this is not acceptable.
  
  Sincerely,
  
  *** **

  Customer response

  02/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I cannot accept the resolution you provided. You offer $200 ******* voucher and $50 itravel2000 voucher for the $8530 vacation package I paid for? And after I have been waiting for 9 months? No this is not acceptable. A similar package for 3 star hotels would be no more than $6000 for the same time period we stayed, but again, I was not even consider a 3 star hotel to begin with because I wanted to enjoy better food. At this point, if I can get $3000 refund, I am willing to let it go. 
  
  Sincerely,
  
  *** **

  Business response

  19/10/2023

  We have thoroughly examined Ms. **'s concerns, with all parties thoughtfully evaluating the information she provided. We have furnished Ms. ** with comprehensive responses. No additional compensation will be extended, and we deem this issue resolved.

  Customer response

  27/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The business offered $200 ******* voucher and $50 itravel2000 voucher for the $8530 vacation package I paid for, after I have been waiting for 9 months? No this is not acceptable. A similar package for 3 star hotels would be no more than $6000 for the same time period we stayed, but again, I was not even consider a 3 star hotel to begin with because I wanted to enjoy better food. 

  
  Sincerely,
  
  *** **

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Itravel2000 did not provide the service they were meant to Car Booking Confirmation – Reference (********) – ***** Confirmation ************) - Prepaid # - Voucher (*******) I have already talked to itravel2000 and they told me to email ******** vacations. Now ********vacations is telling me that ************ should be handling my complaint. All in all they are just passing me around to different agencies and not refunding me even though I booked through itravel2000. I have several official documents where I booked a car rental from ******** ******** ******* ******** ********** ***** ***** ******. However, I arrived at the said location to discover that there was no car rental there. The hotel told me that ***** had changed locations months ago. I received several emails all confirming that I would be picking up my car from the Marriott Hotel. I also called regarding this booking previously and was told to pick up my car at this location. As a result of this, I missed several reservations on that day and had to re-arrange my vacation schedule for the remaining days. My family and I were majorly inconvenienced. We had a very tight schedule and wasted a lot of money on unattended reservations, *****/taxis to the wrong location due to their mistake, and had to walk with several luggages, carry-on luggages, backpacks, and strollers to the new location. To anyone reading, DO NOT TRUST ITRAVEL2000. They will not deliver what you paid and then afterwards, they will have you contact the other companies they work with in attempt to pass on the blame and saying it's someone else's responsibility.

  Business response

  10/11/2022

  We are very sorry to hear Ms. ******** ** has encountered any upset with her reservation. We try to be responsive when any problem is brought to our attention and have forwarded Ms. **'s concerns to ************ as we are acting on her behalf as a liaison with the supplier. The supplier holds the contract with the car rental agency and will investigate what transpired, and respond accordingly. There is an order of process that needs to be followed prior to any compensation being considered. This matter is currently being reviewed with the supplier, and once we receive a response we will provide the information directly to Ms. **.

  Customer response

  10/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: 

  Once again you are assigning the blame on another company and telling me to "wait". It's been over a month since the incident and you have not made an actual effort to refund me. There was no acceptable timeframe given in terms of problem resolution. Having me wait a month while you pretend to be resolving the issue is ridiculous. I did not receive what I paid for. It's ridiculous that I'll have to charge this transaction back as a result of your inability to take responsibility for your mistakes and actually refund me yourself. 
  
  Sincerely,
  
  ******** **

  Business response

  23/11/2022

  We are very sorry to hear Ms. ** is dissatisfied with our response. The supplier holds the contract with the car rental agency, is investigating what transpired and will respond accordingly. There is an order of process that needs to be followed prior to any compensation being considered. Once the investigation is completed, we will provide the information directly to Ms. **.
   

  Customer response

  26/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Once again, itravel has not taken responsibility for booking me a car rental which basically did not exist. They have not refunded me any amount. 

  I will be charging back my credit card as a result of being sold a product I did not receive. 

  
  Sincerely,
  
  ******** **

  Business response

  05/12/2022

  We regret to hear Ms. ** is dissatisfied with the timeline necessary for the third party supplier to investigate and respond to her concerns.   During the online booking process on the last page before confirming the reservation, a client must agree to *********, and the supplier's terms & conditions, in order to complete their booking.  Our Terms & Conditions advise that services are arranged with third party suppliers.   Ms. **'s claim is currently being reviewed by the supplier and car rental agency.  Once we receive a response we will provide the information directly to Ms. **. 

  Customer response

  12/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  It has been past the timeline i was given and no response has been given to me from any of the associated agencies with itravel. 

  Itravel scammed me and sold me a product i did not receive. 

  
  Sincerely,
  
  ******** **

  Business response

  21/12/2022

  We regret to hear Ms. ** is dissatisfied with our responses. Our records indicate Ms. ** had picked up and utilized the car rental reservation. Ms. **'s claim has been escalated with the car supplier, and the final resolution and compensation have been sent directly to Ms. **. 

  Customer response

  22/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Company only offered $100. This $100 they promised me was also never actually reflected in my bank statements and I never received it
  
  Sincerely,
  
  ******** **

  Business response

  05/01/2023

  As the ***** location had been moved and this information was not updated ***** has agreed to provide monetary compensation of $100.00 to Ms. **.   We have confirmed that Ms. ** proceeded to the new location, picked up her car rental and utilized the full duration of her rental which is why no further compensation will be offered.  If Ms. ** is in agreement of receiving the $100.00 refund she is required to send an email with her acceptance of this offer.  Once we receive the email from Ms. ** we will arrange for the supplier to process the refund.

  Customer response

  06/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I've asked for a phone call a few days ago scheduled today to discuss this matter. I have not received a reply at all. Tara pretends to offer a $100 and says the service I paid for has been provided (despite the fact that the service I had paid for was at location x not where I was forced to pick up the cat). She will then ignore communications for a week and ask the same questions to supposedly send me the money (phone number etc) without ever sending it or offering a more succinct line of communication. Definitely a scam company

  Sincerely,
  
  ******** **

  Business response

  11/01/2023

  We would like to advise that a call was placed on Friday at the time requested by Ms. **.  We continue to work directly with Ms. ** in finding an amicable solution for compensation which all parties are in agreement to. 

• Initial Complaint

  23/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a vacation to Cuba booked for July 5 2022. i booked this vacation early February 2022. I received an email on March 14 2022 that there was a flight schedule change and I could rebook my trip for higher rates or get a full refund. After calling and emailing I opted for the full refund. They confirmed that I would be refunded the vacation but not insurance. This is not acceptable. I did not choose to cancel my trip. How am I still on the hook for $600 of insurance when my trip was cancelled on me. The option in the notification email says "FULL REFUND" not partial refund.

  Business response

  19/04/2022

  Business Response /* (1000, 5, 2022/04/14) */ We have responded directly to Mr. **** and this matter has been addressed. Thank you. Consumer Response /* (2000, 7, 2022/04/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  28/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 9/21, I purchased 2 ******* packages to Costa Rica on ITravel2000.com, total cost $4,598.00. I paid $500 deposit, balance due Dec. 28/21. The trip was to be Feb. 18 - Mar. 4 /22 (trip #XXXXXX, ref. #XXXXXXXX). When I saw the package on their site, I understood it included protection should the trip be impacted by Covid-19. So I declined trip cancellation and out of province health insurance as I have coverage through my credit card and health insurance plan. In mid Dec./21, we decided it was unwise to go. Omicron was just emerging. The gov't of Canada made a global travel advisory on Dec. 15/21 - "Avoid non-essential travel outside Canada due to the risk of the Omicron variant that causes Covid-19. This advisory overrides all other advisories on this page, with the exception of those where we advise against all travel". We phoned ITravel2000 and were told it was too late to purchase insurance, that we would lose our $500 deposit if cancelling the trip, and advised to email ***************@*****************.com, (which we did on Dec. 23/21 and to date have received no reply). On or around Dec. 28/21, we started receiving phone calls from an Itravel2000 agent requesting the $4,098.00 balance. We told told that if we cancelled the trip we would forfeit the deposit. The agent made no attempt to address our concerns, saying that the advisory had been in effect the entire time (which it hadn't), and told us to follow up with ******** Meanwhile, ********** policy is that travel dates and/or destination can be changed at no cost up to 24 hours before departure, and that you can also choose to cancel your trip (with conditions) for future travel credit. But if booked with a travel agent, one was to contact them instead. On Feb. 15/22, I phoned Red Tag customer service at (XXX)XXX-XXXX. I was on hold for almost 45 minutes and was unsuccessful in reaching an agent. ITravel2000 has been readily available to take our money but unreachable about addressing our concerns.

  Business response

  05/04/2022

  Business Response /* (1000, 5, 2022/03/01) */ Thank you for the opportunity to address Ms. ****** *******'s concerns. During the online booking process Ms. ******* was informed of the tour operator's cancellation policy. We have also verified there was no promotion offered by the tour operator or our agency for Covid-19 protection on this reservation. The website Ms. ******* is referencing for cancellation options for Covid-19 is for air only reservations booked with this airline and is not applicable towards vacation packages. Upon reviewing their file our records show Mr. ******* contacted us on November 23, 2021, inquiring about cancellation options. Mr. ******* was advised if the reservation was cancelled it would be at a loss of deposit. Mr. ******* agreed to these terms and their reservation was cancelled. As the tour operators' position was previously known and accepted by Mr. & Mrs. ******* in advance of travel via their terms & conditions, they will not provide a refund of the deposit. We are sincerely sympathetic to Mr. & Mrs. *******'s concerns however, based on information provided herein, the tour operator is not able to accede to their request for a refund

• Initial Complaint

  28/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I booked a trip Mar 2020 ,at which time due to covid it was canceled. While I appreciate the fact that they gave us a credit on ******** they contacted us in October 2021 to say that we would now receive a refund on our credit card. They asked that we allow upto 3 months. We are now heading into March 2022 and we still have not received our refund .I have tried calling them but have been on hold for an hour at a time and no one answers

  Business response

  04/04/2022

  Business Response /* (1000, 5, 2022/03/01) */ The tour operator processing your file is experiencing delays due to the high volume of refund requests received. Based on this they are not providing a timeline on when they will be finished. Please be assured they are working diligently to have all the refund requests processed within the next few months. Please be assured, if we receive any updates from the tour operator regarding your claim, we will contact you. Consumer Response /* (3000, 7, 2022/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) They promised us in October that all refunds would be taken care of within 90 days. We are now going on 150days not to mention that they have had our money for almost 2 years. And they are now saying that it should be refunded in the next couple of months. although I understand their issues I feel we have been more then fair. Business Response /* (4000, 9, 2022/03/07) */ We completely appreciate the frustration and disappointment in waiting for the tour operator to process your claim. There is nothing we can do to expedite your file as there are thousands of other clients who are also experiencing a delay in having their request processed by the tour operator.

• Initial Complaint

  28/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In February 2020 we booked a trip to Portugal before the pandemic for September 2020. We bought insurance just in case we had to cancel our trip as we have a family and any emergencies could arise. In late August we decided due to lockdowns and COVID cases it was not safe to travel so we called Itravel2000 to cancel and the agent did that but also canceled our insurance. We are going into two years with no refund or credit because they canceled the insurance as opposed to the trip. We are getting the run around with emails and then now ignoring us. We need this resolved as we have been a client for over 13 years.

  Business response

  25/03/2022

  Business Response /* (1000, 5, 2022/03/25) */ Thank you for the opportunity to address Ms. ***** ********'s concerns. The airline had originally advised this reservation was eligible for a full refund which is why their travel insurance policy was cancelled and refunded. A refund request was submitted by the airline consolidator used to book this reservation. Several messages have been sent to the airline regarding the pending refund which have gone unanswered. Ms. ********'s file has been escalated to our senior management team for further review and we expect to have an answer within the next 30 days. We will follow up with the outcome at that time. Consumer Response /* (3000, 7, 2022/03/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for providing this information. I wished that they would have explained it as they did with you. We look forward to their response as Itravel should be responsible for reimbursement or a credit for the trip due to ancelation of our insurance regardless of what they thought. I would like to know if this not paid by the airline, will they be giving it back to us. It's been two years going on three and the time is too long. Business Response /* (4000, 9, 2022/03/31) */ We have escalated this matter to the suppliers senior management for their assistance. As soon as a response is received from the airline we will provide an update. Thank you. Consumer Response /* (3000, 16, 2022/05/16) */ I am not sure why this case was closed as I didn't get a response from itravel2000. Business Response /* (4000, 20, 2022/05/17) */ This file remains open until a response is received from the airline. The supplier is in continual contact with the airline who have advised they are currently looking into this. Please be assured, as soon as we have an answer Ms. ******** will be contacted. Consumer Response /* (4200, 22, 2022/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Itravel canceled our insurance that we purchased. We did not ask them to do that. They didn't get our permission to do so. Had they not done that, we would have been refunded two years ago. If they do not resolve this soon, I will take legal action. Business Response /* (4000, 26, 2022/05/30) */ Our agency was advised the airline would provide a refund. Based on this information an insurance claim would have been denied. The travel insurance policy, once purchased was 100% non-refundable. As the airline were providing Ms. ******** with a full refund the insurance was also refunded as a gesture of goodwill. Please be assured, as soon as we have received any further information from the airline in regards to this reservation we will inform Mrs. ********. Consumer Response /* (4200, 28, 2022/05/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Can you please ask Itravel if they are willing to provide a credit for the amount to us until they receive funds from *** in order to provide us back something. We booked our trip before covid and did not know that an pandemic would hit and we are being penalized for this. What can they do for us based on our situation. Business Response /* (4000, 31, 2022/06/08) */ A meeting is being held with our Management Team to discuss options moving forward. We expect to have an answer on how we will proceed within the next 5-10 business days. Consumer Response /* (4200, 33, 2022/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I look forward to hearing from them in the next 5-10 business days. We have been a customer of theirs for 15 years. All of our trips have been booked with Itravel2000 and this year we did not book with them because of this experience. We would like to continue booking with then when a satisfactory resolution is made. Taking into account that booked before COVID and waited until the last moment to cancel as we had every intention to go but due to government regulations and case counts we decided it was not safe for our family. We thought we protected our trip with insurance. Again, we appreciate you taking the time to review our case further. We look forward to hearing from Itravel2000. Business Response /* (4000, 35, 2022/06/15) */ We appreciate Ms. ************ continued patience as we work towards finding a solution in regards to this matter.

• Initial Complaint

  02/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently bought tickets from Itavel2000 Vacations but it was just the tickets for flight and when I originally booked the tickets it was supposed to be direct flights from Toronto to Kelowna and Kelowna back to Toronto. A month after I bought the tickets they switched my flight on me to a layover in Calgary on the way home from Kelowna. Which was not in the original contract . The sales lady **** involved selling the tickets told me they don't have direct flights no more and i phoned **** *** and they confirmed to me and gave me proof that they had direct flights so she directly **** to me about this. Also when I booked the tickets they were supposed to be be economic class so I had the assurance that I could put the tickets in someone else's name if I see fit but on the tickets I have They say economy but when I talk to ******** they are the basic fair ones which is not Is what I place the order for tickets. o. And I thought under ******* law if they change your tickets you have a right to ask for your money back and they keep Ignoring me on the issue so I am filing this complaint. And i need help with this. I also have.all the proof of dated and tickets changed and ******* flight info. PLEASE HELP ME ON THIS MATTER ITS NOT RIGHT TO *** AND ******* A CUSTOMER.

  Business response

  20/12/2021

  Business Response /* (1000, 6, 2021/12/07) */ Thank you for providing an opportunity to address Mr. *****'s concerns. Please note, flight schedules are arranged many months in advance of their intended departure date; however, due to various operational factors, it may become necessary for airlines to make amendments to the schedules. Flight changes, cancellations and delays are an inescapable reality for all airlines. As our agency does not own, operate nor control any airline we are also at the mercy of their decision to make changes with their flight schedule. Considering that flight changes can occur, regrettably, no carrier can guarantee schedules and timetables. All flight times, flight itineraries, carriers and aircraft types are subject to change with or without notice. The conditions of the contract reflect this on the Client Statement which we sent to Mr. *****. Our office received a schedule change notification on the return flight with new flights they had protected Mr. ***** on. Please be assured, when Mr. ***** asked about if any direct flights were available, our agent contacted the airline consolidator the reservation was made with and inquired on his behalf. Unfortunately, at that time there were no direct flights available on the same date of departure. There are various reasons why a direct flight might not have shown up, the airline could have added a new flight later, the overnight flight did not have the class of service Mr. ***** was booked in or airlines can be completely booked/sold-out one minute and show no availability for a flight and then someone cancels, and the airlines release these seats back into their system. Pricing and availability are very fluid and determined directly by the airline. Our records show Mr. ***** accepted the airline schedule change on October 26, 2021, and at that time no concerns were brought to our attention. We further show that Mr. ***** contacted our office several times on November 15, 2021, stating for several personal reasons he could not travel and that he had someone who was willing to buy his reservation from him. We have verified Mr. ***** has been informed that he can make a one-time name change or, rebook by December 30, 2021. At the time of booking Mr. ***** was advised by the agent, prior to applying payment and confirming the reservation, that once booked it was 100% non-refundable. Travel insurance was also offered to Mr. ***** which he declined at this time. Mr. ***** can contact our office when is ready to make a name change or rebook. Consumer Response /* (3000, 8, 2021/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response from the business (ITAVEL2000) because there a huge corporation and they *** to lure people in. When I booked they said economy class which it says on the tickets. Which with economy class I should be aloud to change the name on the TICKETS with **** **** But when I called **** *** they said it wasn't possible. As the tickets are not economy class. So what they are saying is a ***. I hope no body EVER uses them as they are ******** and ***** and sell your tickets to 3rd parties to make more money. Multimillion dollar corporation ******************* Business Response /* (4000, 10, 2021/12/14) */ We are very sorry to hear that Mr. ***** is upset with our response. We have confirmed his reservation is 100% non-refundable. Mr. ****** has a future travel credit and will have to book new flights, or do a name change with a signed waiver by December 31, 2021. Please note, this is a "book by" date and the travel dates can be later in the new year. Please feel confident, we do value Mr. *****'s business and assure him of our very best intentions at all times.

*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. ↩