Complaints

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  Goway Travel

  500 - 3284 Yonge St Toronto, ON M4N 3M7

  
• 

  Goway Travel Ltd.

  1050 1200 W 73 Ave Vancouver, BC V6P 6G4

  

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:31/10/2023

  Type:Sales and Advertising 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  At the time we agreed to rent the
  property in  Monterosso Goway failed to disclose how difficult it
  would be to access the property.  They have continuously neglected to take
  responsibility for that failure to disclose.  The response from Goway
  contains several errors. We, in fact, did review the property Goway suggested
  to us.  We did notice the stairs required to walk into the property (it
  was on the second floor) and they did not appear to be an issue. However, that
  clip did not reveal the lengthy and steep climb up the hill required to reach
  the property. Since that clip was in daylight the lack of lighting was not
  evident.  That clip showed the "stairs" at the very top of the
  climb up the hill, but, once again, there was no way to determine how long and
  steep the climb was to reach the "stairs" shown in the clip at the
  entrance to the property. We are not in subpar physical condition, (on a regular
  basis we both walk 4-5 or more miles a day) , however, the climb would be
  problematic for anyone, especially with luggage. (Altido did send us an
  appropriate video – but we were already there, so it was too late.)  We
  did ask Goway when we called from Monterosso to find us an alternative property
  – but they had none available and as it got later and later in the day with
  no  options from Goway  we had to find accommodations  on our
  own or risk having nowhere to spend the night. We are still requesting our
  refund.
  
  
  Sincerely,
  
  
  
  ***** ***** * ******** *****tion. We asked Goway for reimbursement for the cost of the apartment we were unable to access.
  
  Has the business tried to resolve the dispute? No - Goway refused to accept responsibility. President ***** ***** hasn’t responded to us. ****** and her manager ****** ***** claimed that "all documents were provided prior to your departure". That's not true. We did receive a detailed description of the apartment itself from ****** back on May 24th. But there was no indication of the need to walk up those difficult, unsafe steps. And that's all we knew about the apartment until we arrived in Florence, since final details and access code weren't sent until 72 hours prior to check in. Thus we didn't realize what the situation was until we were in Monterosso, when we got confirmation of the address and the access code. Goway later said “we should have reviewed the properties”, however we couldn’t review access to the property since they never indicated what access entailed.

  Business Response

  Date: 07/11/2023

  Dear *****, 
  
  we did indeed arranged your trip to Italy, that included three nights in Monterosso (****** *****) at the  ****** ***** ********* **********.  
  Our agents always work closely with our clients in the booking process, this includes advising clients of properties that we can recommend and preparing clients to our best abilities for the unique destination they are going to experience.
  We always ask our clients, alongside what we can recommend,  to review the properties we suggest. We do not encourage anyone to just blindly book with us, with no review of the suggested itinerary.  
  You had ample time to research the property  before agreeing to book it. 
  It is quite clear that when you research the suggested property, even if is just searching via ******, various travel  platforms and their reviews about the property indicate that, as per the destination’s commonly known steep and rocky nature, the property has a fair amount of stairs to enter. 
  Just typing the name of property as it was stated on our multiple  documents,  we had sent you through-out the process, would yield search results indicating this. 
  At no point during the quoting process, were we advised of a potentially subpar physical fitness. This information would have been helpful and we most definitely would have considered this when choosing the properties selected for you, as we understand that it was crucial information. 
  As per out terms and conditions, that may I remind you, you signed off when making payment over our booking form, the itinerary is non-refundable 30 days prior to departure and when in destination. 
  Upon receiving your call when the issue became apparent in destination, we did our best to assist you with  finding a new property, however  the destination itself has limited availability (it’s a very small town as you are aware)  and you weren’t willing to have us book a new property at your own expense. 
  We kindly reminded you that the existing booked property is non-refundable, as we would have paid the vendor from our end already.  
  You chose to aboard the process and to check yourself into a new property, as this was faster ad hoc to get you into a new accommodation, knowing there would be no refund coming forward from the original property.  
  Therefore we unfortunately are unable to provide a refund for you. 
  
  Sincerely, 
  Jenn M.  . Senior Manager, Client Experience - Goway Travel
  
  

• Initial Complaint

  Date:10/08/2023

  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: 6/4/2023
  Amount to be refund: $752.80
  Type of business: travel agency
  Nature of dispute: I am writing to seek assistance in resolving a serious issue I am facing with Goway Travel. I booked a trip with Goway Travel to Thailand from 6/4/23-6/19/23, for which I paid a total of $752.80. However, I have encountered significant difficulties and discrepancies in obtaining the promised refund due to Goway's lack of attention and negligence.
  
  The problem arose when Goway provided the inccorect name of the passenger on the ticket. As a result of their error, the passenger was unable to use the ticket and was forced to purchase and additional ticket to be able to travel. I immediately contacted Goway customer support, but their responses have been unhelpful and unsuccessful in resolving the issue.
  
  To exacerbate the situation, I had also purchased travel insurance through Goway, which should have provided coverage for this type of situation. However, despite filing a refund claim with Claim#******* for Goway Thailand Trip Ref#******, I have not received the full refund as promised, nor have I had and meaningful communication with the company regarding the matter.
  
  I have made multiple attempts to reach out to Goway via email and phone, but all my efforts seem to be in vain. This has caused me significant financial and emotional stress, and I am left feeling frustrated and ignored by the company.
  
  I kindly request the Better Business Bureau's intervention in this matter. I am seeking a full refund of $752.80 from Goway Travel and appropriate compensation for the inconvenience caused. I believe that their lack of attention and negligence has resulted in significant financial loss on my part, and I deserve prompt resolution.
  
  Enclosed are copies of all relevant documentations, including receipts, communication records, and the travel insurance details for your reference.
  I appreciate your attention to this matter. I can be reached at ************.

  Business Response

  Date: 22/08/2023

  To
  whom it my concern (in response to passenger Ms. ********* ***),
  
  My
  name is David Z., and I am the Vice President of Client Experience with
  Goway Travel. Thank you for reaching out and for allowing us to address this
  issue. Please allow me to state some facts of the situation.
  
  Between
  the dates of September 23, 2022 and October 4th, 2022, the Goway
  Destination Specialist working with your travel agent, sent 12 versions of your
  itinerary to your travel agent for review. On November 22nd, the
  Goway Destination Specialist also sent this email (see below) to your travel
  agent for approval of all of your required personal information including the
  details of your flight, specifically the flight information and naming for the
  passenger flying from Indianapolis to Los Angeles on the afternoon of June 4th,
  2023.
  

  ------------------------------------------

  From: ******* ******
  Sent: Tuesday, November 22, 2022 10:49 AM
  To: '***** *******' <********************@*****.com>
  Subject: RE: {External} Thailand ******
  
  Good Morning *****,
  
  Hope you are keeping well.
  
  I am processing the booking. Please note flights are non-refundable.
  Check all the names before I get the flights issued as name change
  will be subject to penalty.
  
  ************* MS   2.************* ****** MS
    3.********** ***** MS   4.*********** ******* MR
    5  ** *** * ***** * ****** ***  **** **** 
  07JUN 
    6  ****** * ***** * ****** ***  **** ****  07JUN 
    8  ****** * ***** * ****** ***  **** ****  18JUN 
    9  ** *** * ***** * ****** ***  **** ****  18JUN 
  
  From IND to LAX
  ********** ***** MS
    2  AA1462 G 04JUN 7 INDLAX HK1  1630 1748 
  04JUN  E  AA/UNWBVV
    3  AA2332 S 19JUN 1 LAXIND HK1  1030 1736 
  19JUN  E  AA/UNWBVV
  
  Feel free to contact if you have any questions.
  
  Regards,
  Sarbjit Athwal  . Destination Specialist – Asia - Goway Travel
  

  -----------------------------------------------------------

  There
  was no discrepancy or concern expressed to Goway
  Travel on by anyone any of the above aforementioned flight
  information in response to the email we sent as shown above. As a result, your flights were therefore booked
  and ticketed as is.
  
  Then
  on November 24th, 2022, between the hours of 12:12 pm ET and 3:55 pm
  ET, four (4) copies of the booking status document for your travels were also sent to your travel agent.
  
  Again,
  there was never any mention that you, ********* ***, were the one flying from
  IND to LAX, and not Ms. You Chang Nhiayi on June 4th,
  2023 (and back to IND on June 19th).
  
  If
  there was a concern with the passenger flying from Indianapolis to Los Angeles
  (i.e. it was not Ms. You Chang Nhiayi flying from IND to LAX) , then this
  should have been flagged and noted/corrected seven (7) months before your
  departure on November 22nd. Not on June 4th when you were
  preparing for your departure.
  
  As
  a result, we now know that you had to purchase new flights from IND to LAX, at
  your expense.
  
  Here
  was the email conversation that we had with your travel agent on June 4th,
  2023, about the issue as Goway Travel Customer Service scrambled alongside our
  Air team to book you a new flight from IND to LAX.
  
  Of
  course, travel insurance will not cover this situation as this is not an
  insurable claim. This was a fully preventable issue, that is also not the fault
  of the insurance company or the airline. Either way, Goway Travel has
  absolutely no bearing or say on what is and what isn’t covered by an insurance
  claim.
  

  --------------------------------------

  
  From: Robin
  Fischer <********************@*****.com>
  Sent: Sunday, June 4, 2023 12:10 AM
  To: Goway Travel Customer Service
  Subject: {External} Re: {External} Re:
  {External} Re: {External} Thailand trip
  
  
  Thank you
  
  Sent from ***** Mail for iPhone
  
  
  From: Goway Travel Customer Service
  Sent: Sunday, June 4, 2023 12:03 AM
  To: '***** *******' <********************@*****.com>; Goway Travel Customer Service
  Subject: RE: {External} Re: {External} Re:
  {External} Thailand trip
  
  Hi Robin,
  
  We can’t guarantee this will be covered but we
  can check it as well with your Destination Specialist once they are back in the
  office on Monday morning.
  
  
  Regards,
  
  Princess Ericka G. Dimaapi - Customer Success
  Manager 1, Client Experience – Goway Travel
  e:[email protected] | w: www.goway.com| t: 800.387.8850 – Press 2 After Hours
  
  From: ***** ******* <********************@*****.com>
  Sent: Saturday, June 3, 2023 11:59 PM
  To: Goway Travel Customer Service <[email protected]>
  Subject: {External} Re: {External} Re:
  {External} Thailand trip
  
  Ok but she has insurance will that cover it?!
  
  
  From: Goway Travel Customer Service <[email protected]>
  Sent: Saturday, June 3, 2023 11:47 PM
  To: '***** *******' <********************@*****.com>; Goway Travel Customer Service <[email protected]>
  Subject: RE: {External} Re: {External} Thailand
  trip
  
  Hi Robin,
  
  Our Air Team spoke with the airline about this.
  Please see below for full details:
  
  Just got off the phone with the airline. Since
  the ticket is for a totally different person, we were advised that tickets are
  non-transferrable. This means we have to make a whole new reservation for the
  correct passenger.
  
  Please be advised as well that below ticket is
  non-refundable but can be used as a travel credit for ********** ***** MS.
  Credit must be used up until November 22nd this year (5 months left).
  
  TKT-0017843859569 RCI- 1A LOC-4V3BMU
  OD-INDIND SI- FCMI-0 POI-LAX DOI-22NOV22
  IOI-05669893
  1.********** ***** MS ADT ST
  1 OIND AA1462 G 04JUN1950 OK GUAHZNN1 C NO
  2 OLAX AA2332 S 19JUN1149 OK SUFHZNN1 O 09JUN NO
  IND
  
  There is still available flight for tomorrow –
  June 4th, same flight with 0 baggage as ticketed before.
  
  $812.80 + CC fee (4% for VI/CA/DS | 5% for AX)
  
  1 AA1462 V 04JUN 7 INDLAX DK1 750P 904P 04JUN E
  0 738 F
  2 AA2332 L 19JUN 1 LAXIND DK1 1149A 659P 19JUN E
  0 738 F
  
  Fares are subject to change without prior
  notice.
  
  We sincerely apologize for the inconvenience. We
  will also check with your Destination Specialist on what transpired to this
  reservation.
  
  May we please know how you would like to
  proceed?
  
  We remain at your disposal.
  
  Thank you!
  
  
  Regards,
  
  Princess Ericka G. Dimaapi - Customer Success
  Manager 1, Client Experience – Goway Travel
  e:[email protected] | w: www.goway.com| t: 800.387.8850 – Press 2 After Hours
  

  -----------------------------------------------------------------------------------------------------

  
  Goway
  Travel sympathizes for what you went through, however Goway Travel is not at
  fault here, nor do we have any liability in the recovery of the money that you
  are out of pocket.
  
  We
  suggest you speak with your travel agent through this concern to seek a
  resolution.
  
  Sincerely,
  David
  Zolis