Business Profile

Travel Agency

ASAP Tickets

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
BBB's profile for ASAP Tickets was created in October 2004. A review of complaints was done in March 2025.

BBB encourages consumers to review the following links. These include ASAP’s Rules & Conditions as well as contacting customer service.
https://www.asaptickets.com/customer-service
https://www.asaptickets.com/customer-service/rules-conditions

Complaints

This profile includes complaints for ASAP Tickets's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

798 total complaints in the last 3 years.
250 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/24/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am contacting you regarding my flight booking KN2JVM and KK1G9S, under the names **** ***** and ***** *****, purchased through **** agency (ASAP Tickets / International Travel Network). The reservation included the following segments with ****************:TK206: ******* (DTW) ? ******** (IST) on June 18, 2025 TK812: ******** (IST) ? ***** (AMM) on June 19, 2025 As formally confirmed by **** communication and the airline, Flight TK 206, then K812 were canceled by **************** on very short notice (one day) due to force majeure (according to them). I was not rebooked on an acceptable alternative connection in time, despite multiple attempts to resolve the issue through your support (dozens of calls, dozens of representatives and 7 hours on the phone).As a direct result of this disruption, I was forced to purchase replacement tickets at my own expense to reach my destination urgently. The consequences of this cancellation caused significant financial loss and emotional distress, and one extra day in an immigration facility for my son.I hereby formally demand the following A full refund for the unused or disrupted portion of the journey, including Flight 206 and 812. (1276.95x2= $ 2553.9)Reimbursement of the emergency alternative ticket cost, which I had to purchase due to the sudden cancellation. Receipts can be provided upon request. ($ 2788)Compensation for consequential damages and hardship caused by the lack of timely rebooking and failure to meet the duty of care. Determined later no voucher will be issued in place of the refund.
Business Response
Date: 06/26/2025
Esteemed Bureau,

Thank you for informing us of the issue, and we're deeply sorry for the circumstances of the case.
It seems that reservation: KK1G9S for passenger MOHD, is already in the midst of a refund procedure.

We have looked into the other reservation: KN2JVM for passenger JAMAL, and **************** is willing to process a refund for the un-used portion of the ticket.
That being said,we can help with the retrieval of the lost ticket cost, but for any compensation aside from ticket cost, **************** must be contacted via: ***************************************
The provided link is the **************** customer relations department, they deal with all compensations that span above the default ticket cost of the reservation. And it is the passenger that has to contact the Airline directly, because their compensations are processed directly towards individual passengers' bank accounts via Wire/ACH.

Finally, we're waiting for **************** to confirm the refundable amount for reservation KN2JVM, and will send a refund form as soon as possible.

Thank you,
Warm regards
Customer Answer
Date: 06/30/2025

Complaint: 23515086

I am rejecting this response because:
Instead of returning my money (cost of tickets that they cancelled causing me trouble, because i had to leave the soonest possible with my son) they withdraw $ ******* from my master card that they have its information in their system without informing me and without a cause.

Sincerely,

***** *****
Customer Answer
Date: 06/30/2025
I sent to you because they did not return the money I paid for tickets that they cancelled. I purchased from ASAP, so they should refund me especially that they got the money back from **************** as the airline said.
Instead they withdraw $ ******* from my Master card yesterday 29.06.2025 without any right or permission or cause.
I didn't talk about any compensation with you
Attached you will find the sms from my bank of a withdrawal from ASAP
Customer Answer
Date: 06/30/2025

Thank you for the clarification.
I understand that the BBB can only request action regarding amounts paid directly to ASAP Travel. My request remains for a full refund of the amount I paid directly to ASAP Travel for the canceled tickets, which were not honored or delivered.
I look forward to ASAP Travel processing the refund promptly.
Sincerely,
***** Abedo

23515086

Business Response
Date: 07/06/2025
Esteemed Bureau,

We would like to clarify that since ASAP Tickets is not behind the cause of the ticket cancellation, we are unable to process compensation beyond the un-used ticket value.
We have processed a refund for the full un-used value of the two involved reservations to the original form of payment, any extra compensation should be requested with the carrier who is responsible for the cancellation and any damages.

Thank you
Customer Answer
Date: 07/07/2025

Complaint: 23515086

I am rejecting this response because:
ASAP say that they proceeded with the refund of the unused tickets, but unfortunately, the amount that they mentioned is less than the amount that i paid for the tickets and until today nothing has arrived to my original payment method (my credit cards)
I purchaed my ticket from **** not from Turkish airline, so **** should do the business with them not me.

Sincerely,

***** *****
Business Response
Date: 07/09/2025
Esteemed Bureau,

We have refunded the ticket cost affiliated with the reservation that was cancelled. There were 2 additional charges on this reservation, one left as tips to the assisting Agent, and another charge towards our subscription service.

- The tips to the Agent are non-refundable after purchase.
- The subscription service is non-refundable, however can be cancelled in order to discontinue re-billing and its affiliated services. The subscription service is not exclusive to this reservation and has benefits that span to other bookings as well, therefore it will remain non-refundable.

The subscription can be cancelled via our Dreampass App. This information is available on the Dreampass purchase confirmation e-mail.

Thank you,
Warm regards
Customer Answer
Date: 07/10/2025

Complaint: 23515086

I am rejecting this response because:
Pls cancel my subscription.
Until now i didn't receive any refund even though it has been more than 20 days
Sincerely,

***** *****
Initial Complaint
Date:06/24/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We booked our flights for ****************** through ASAP tickets. We choose to get a voucher option offered by ASAP tickets due to a change in Singapore airlines' schedule. More than a month later emails from ASAP tickets still show that they are waiting for a response from the airline. I spoke to an airline representative on two occasions, both times I was told that a refund was issued on the 10th of June. It is very difficult to reach ASAP tickets. Each time I call I get disconnected or hanged up on. These happened several times. When I do reach someone I will be put on hold or transferred. On the times I'm able to speak to someone I'm promised that they will check on my status with the airlines. I would like to get my vouchers soon in order for me to book another flight.
Business Response
Date: 06/25/2025
Esteemed Bureau,

On June 10th we were informed that a reimbursement was approved, with standard processing times ranging between 6 to 8 weeks.
between 6 to 8 weeks.

While our usual policy does not permit issuing reimbursements or credits prior to receiving funds from the carrier, we are making an exception in this case to ensure the customer is not further delayed in booking a new trip. We have already begun the process of issuing a travel voucher equivalent to the amount advised by the airline, which will serve as an interim solution.
We have reached out to the customer via the email address on file to proceed with the issuance, and we remain available to assist with any booking-related support moving forward.

Thank you for bringing this matter to our attention.
Customer Answer
Date: 06/25/2025

Complaint: 23511917

I am rejecting this response because:
My initial contact with this company on ******************' schedule change, I was made to choose between a voucher or a refund. I was told that choosing the voucher option will give me the full amount of what I paid. I can then use that full amount towards another flight. The refund option is the amount they are now offering for a voucher. This is not acceptable.
Sincerely,

********* *******
Business Response
Date: 06/28/2025
Esteemed Bureau,

From the outset, we offered the customer a full refund for their reservation. However, the passenger has requested additional compensation beyond the original ticket cost.
We are currently working with the customer to assess the validity of their request and determine whether any further reimbursement is warranted.

Thank you.
Customer Answer
Date: 07/02/2025

Complaint: 23511917

I am rejecting this response because:
Again when I was offered the options between a voucher and a refund, I choose the voucher. The **** representative said the voucher option gives me full credit on the amount I paid which I can then use towards another flight. The refund will only give the cost of the ticket.

Sincerely,

********* *******
Business Response
Date: 07/08/2025
Esteemed Bureau,

We offered the customer a full refund in form of a credit, however they insisted that was offered more than 100% of the booking's cost.
This matter is currently under investigation and we are actively working with the customer on their reimbursement.

Thank you.
Customer Answer
Date: 07/08/2025

Complaint: 23511917

I am rejecting this response because:
ASAP is now insisting on giving us just a partial voucher amount of what we paid. I've been in touch with them and reminded them that I choose the voucher because it offered the full amount we paid. We could then use the voucher towards buying a replacement ticket with them. I was told that the refund option will only be the cost of the ticket without the cost of the travel insurance. It is not our fault that the airline changed our itenerary.

Sincerely,

********* *******
Initial Complaint
Date:06/21/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 2/3/25, I purchased 7 airline tickets from *** to PMO through ASAP Tickets for $5,986. I was offered a complimentary "travel protection package" that waived agency-related exchange fees, which I accepted as part of the deal.On 6/11/25, the airline (***********) canceled our flight and advised me to contact the travel agency. I requested a full refund from ASAP Tickets but was told it would be reduced due to a non-refundable travel protection plandespite the fact that this was offered to me free of charge and not as a paid add-on. This contradiction was never acknowledged.**** offered alternate flights, but none were equivalent to my original booking. One option involved a 9.5-hour layover through ************** and unacceptable compared to the original 2.5-hour layovers. Another option with a stop in **** was significantly more expensive and would have voided the protection plan. We abandoned that route and returned to the original plan.I proposed departing from *** instead of IAD to lower costs. Initially, I was offered a comparable flight with a $570 surcharge, which I found acceptable. However, I was told this change would forfeit the travel protection plan, which I disputed. Eventually, I was referred again to the "reprotection team."Two days ago, I was finally offered a truly equivalent flight, accepted it, and was then told it was no longer available. I was instead offered a refund, with no clarity on whether it would include deductions for the supposed travel protection plan.I expressed willingness to take the *** option and pay the $570, as long as the travel protection was preserved. Instead, the customer service team raised the price to nearly $2,600 and falsely stated I was choosing to change my plans rather than responding to a cancellation.Despite multiple attempts to resolve this amicably, I feel I'm being pressured into costly decisions and misled about my rights. I respectfully request the BBBs assistance in finding a fair resolution.
Business Response
Date: 06/24/2025
Esteemed Bureau,

Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience or confusion experienced by the customer throughout this process.

Upon reviewing the records, we can confirm that the tickets have been successfully rebooked and are currently active for departure on Saturday, October 18, 2025. The newly issued itinerary includes short layovers, in line with the customer's original expectations.

Should the customer require any further assistance or have additional concerns, we remain at their disposal and are happy to assist.

Thank you again for the opportunity to address this matter.
Customer Answer
Date: 06/24/2025
Better Business Bureau:

I have reviewed the business's response to complaint ID ********. I am thankful for your help, and I was able to find a resolution to my issue.
Nevertheless, I think the behaviour of this business was unprofessional. I should not have needed to contact the BBB to obtain what was owed to me. Therefore, if possible, I would like my experience to be reflected in the rating of this business, for the benefit of future customers.

Sincerely,

***** *****
Initial Complaint
Date:06/19/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased tickets to **** and they spilled the last name wrong and now what $230 to correct ******* to *******.!
Business Response
Date: 06/24/2025
Esteemed Bureau,
The name correction was successfully processed from our end.
If client needs any further assistance, we encourage them to respond to our email.
Thank you for bringing this matter to our attention.
Customer Answer
Date: 06/24/2025
Better Business Bureau:

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

Sincerely,

****** *******
Initial Complaint
Date:06/19/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made the mistake inquiring about flights to SE ****. Then the endless emails and phone calls started. I have unsubscribed to the emails and blocked their phone numbers but they don't relent. Every email and phone call is from a completely new employee. Note: I have not purchased anything from them. I simply want for them to take my contact info off of their list. It's aggravating, especially after I researched their shady business practices.
Business Response
Date: 06/20/2025
Esteemed Bureau,

Upon review, we were able to locate only two outgoing calls made by our representatives to Mr. ****** Nevertheless, we extend our sincere apologies to him for any inconvenience this may have caused.
In accordance with his request, we have initiated the removal of all personal information from our records. Additionally, as Mr. ***** has asked not to be contacted further, we will ensure that no further outreach is made from our side.
Once the data deletion process has been completed, we will update our response with a confirmation of that.

Thank you for bringing this matter to our attention.
Customer Answer
Date: 06/21/2025

Complaint: 23492486

I am rejecting this response because:
It is true that they may have called me twice, or a few more times than this, I was inundated with emails; daily. I sometimes would mark them as spam, yet a multitude of new emails, from new travel agents, or employees would continue to be sent to me.
II did done research online and found very unfavorable reviews for this company.
I repeat that the bulk of communication was via email. I replied and asked them to unsubscribe me, stop contacting me, and my requests were ignored. The only response I received was when I told them that filed a complaint with the BBB. Communication from them has stopped.
Sincerely,
**** *****
Business Response
Date: 06/25/2025
Esteemed Bureau,

We are writing to confirm that, in full compliance with Mr. ****** request, all of his personal information has been permanently removed from our internal systems and customer database.
Additionally, his contact details have been unsubscribed from any marketing communications or promotional newsletters that may have been associated with his profile.

Should there be any further action required on our part, we remain available to cooperate fully.
Thank you.
Customer Answer
Date: 06/25/2025
Better Business Bureau:

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

Sincerely,

**** *****
Initial Complaint
Date:06/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was issued a voucher for a cancelled flight. The voucher expires in 1 week. I have been trying to reedem the voucher on a flight for several days and they keep using delay tactics in order not to honor the voucher. I have emails from their special teams department stating the following:On Tuesday, June 17, 2025, 11:21 PM, ******* ****************************************** wrote:Dear Amare,I hope this message finds you well.I wanted to let you know that our legal team has issued a voucher compensation for you, and it is now available in our system.I understand how important this is for you, and to ensure you receive the best assistance, please contact our Sales Team directly to use this voucher for booking your new ticket. They are the dedicated team who can guide you through the process and help find the best options for your travel needs.-----This is the original email with the travel voucher:On Tuesday, October 1, 2024, 4:21 AM, **** ****************************************** wrote:Dear Abiye,Good Day,We would like to remind you about the active voucher you have with us:Amount: USD ****** Confirmation Number: ******Voucher ID: ******Expiration date: 21JUN2025 When ready to use the funds from the voucher, please contact our General Line and a sales agent will assist with the new purchase.Thank you -----------I have not been able to redeem it. They keep escalating the issue to management but nothing ever gets resolved. Please help me redeem this before they claim it has expired.
Business Response
Date: 06/20/2025
Dear BBB,
The customer is pro-actively assisted with voucher redeeming.
Due to approaching ticket expiration date and as form of patronage, the voucher validity has been extended:
Amount: USD 613.05
Voucher ID: ******
Expiration date: 2025-12-31
Customer complaint is unjustified and lacks supporting evidence.
Thank you
Customer Answer
Date: 06/21/2025

Complaint: 23489597

I am rejecting this response because:
After I was issued the credit, I was able to purchase 2 one way tickets for a total of $345. The following day, customer service informed me the ******************** could not be ticketed! Now the price went up to $611. From $345 to $611!! They will not honor the ticket even after I paid!
Sincerely,

Abiye Amare
Business Response
Date: 06/24/2025
Dear BBB Team,

We would like to clarify the situation regarding the customers complaint
about ticket pricing and issuance. Ticket prices in the airline industry
are dynamic and can fluctuate frequently due to demand, availability,
and airline policies. These fluctuations are beyond our agencys control,
and we cannot guarantee fixed prices for extended periods.

The customer had a voucher and initially attempted to use
it to purchase a ticket for USD 345. However, the ticket was not issued
at that time because the price increased, causing the original fare to expire.
As a result, the funds reverted back to the voucher, leaving the customer with
the full credit balance. When prices dropped again, the customer was able to book a ticket at a reasonable price, which was successfully issued.
The customer was informed of this and acknowledged the ticket issuance.

It appears the customer may have submitted the complaint before the ticket was
actually issued, which has caused some misunderstanding. We have acted promptly
and fairly in assisting the customer with their booking using the voucher.
While we cannot control airline fare fluctuations, the ticket was ultimately
issued according to the customers request when the fare became available again.

Please let us know if you require any further information or clarification.
Initial Complaint
Date:06/18/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I brought 2 tickets round trip from ****** to ******** ****** they canceled the return flight XCMJLG May *************************************************************************************** cash no credit of any kind,up until today they did not refund our money they keep giving me the run around,saying they waiting to get the money back from ************ I called Swiss in they said Asap should have been refunded our money in full, I did everything Asap requested of me to email requesting a full refund and Its still not in my account I asked them to refund the full amount in the same form I purchased the tickets No answer,now they telling me 3-5 business days its going on a month can you all please help me get my ********* wife have a emergency brain surgery in July I need to get her back home.
Business Response
Date: 06/19/2025
Dear Esteemed Bureau,

The complaint has been forwarded to *************** Team.
The agent will contact the customer to explain the available options within 5 business days.
If the provided options will not be acceptable, we suggest the customer to either reply to this ******************** complaint, or to send an email to ***************************************** in order to have the issue further evaluated.

Nevertheless we're continuously working on reviewing all the requests as we're fully committed to assist every customer in these difficult times.

Thank you.
Customer Answer
Date: 06/22/2025

Complaint: 23489364

I am rejecting this response because:

Sincerely,

******* ******. I am not satisfied with ASAP why is because they have not mentioned to The BBB portal any thing about the money that we paid twice to change our travelling dates which was in total over 1000$ the only money that they are talking about returning is the air fare for the tickets that we purchased in thats not acceptable to me nor is it fair but in all honesty the amount thats mentioned in the email that they sent me for the tickets is correct but whats not mentioned is the money that we paid twice to change our travelling dates but they did send me a print out of the money that I paid but did not mentioned it here on the portal if they mentioned here on the portal that I will get my 1000$+air fare along with the money that I changed my tickets twice with then I am willing to let this case go,but the change of the tickets twice in they sent me a print out agreeing that I did pay to change my tickets twice in they mentione to the BBB organisation in agreement to return it back to me due to them canceling my flight and Im requesting a full refund not bits in pieces the change in tickets twice amount was 1000$ + as well all I am requesting is what I paid in full back to my account the same way I purchased the tickets so that I can get my wife back to *******,my wife has a emergency brain surgery in July and its fastly approching please help me in I thank you all for your time and concern.Sincerely. ******* ******.
Business Response
Date: 07/06/2025
Refund of $1041.50 was processed and a voucher for $400.00 was issued in order to compensate the customer for any inconveniences. Customer agreed to the following resolution and the issue was resolved.
Customer Answer
Date: 07/07/2025
Better Business Bureau:

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

Sincerely,

******* ******
Initial Complaint
Date:06/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Tickets from asap tickets 3 adults and a kid ,should Get 7 bags together,that what Has been confirmed for is But we requested to pay two Bags at ************** 580 $We called asap tickets,they promised to refund 580 $Still no response yet since 05-27-2025
Business Response
Date: 06/26/2025
Esteemed Bureau,

The complaint has been forwarded to our agent
The agent already contacted the customer in order to resolve this issue
If the provided resolution will not be acceptable, we suggest the customer to either reply to this ******************** complaint, or to send an email to ***************************************** in order to have the issue further evaluated.

Thank you.
Customer Answer
Date: 07/01/2025

Complaint: 23489346

I am rejecting this response because:

Sincerely,

Hajer Bouanen
i didnt receive any solution from asap ticket
Business Response
Date: 07/06/2025
Dear Bureau,
We would like to inform you that we have successfully established contact with the client. Prior to this, we had already submitted an online request through the carrier's platform.
The passenger has indicated that the airline has provided a resolution in response to that request. Nevertheless, we will continue to follow up on this matter in order to explore any remaining possibilities for compensation.
Thank you for your attention to this case.

Customer Answer
Date: 07/09/2025

Complaint: 23489346

I am rejecting this response because:
they keep ignoring my matter. no solution
Sincerely,

Hajer Bouanen
Initial Complaint
Date:06/17/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased return tickets from ******* to ******, ************, for myself and my wife on 1/7/25 and paid $2,804.02 with my credit card. The travel dates were May 28 to June 13, 2025. Unfortunately, just before the scheduled travel my wife contracted COVID and then I got it as well. Due to our advanced ages (73 and 67 years) we were advised not to travel. I emailed the ASAP Tickets the request for cancellations several days before the scheduled travel dates. They asked for medical certificates giving details of illness for both of us as well as Marriage Certificate, which were provided to them. I have not heard back from them for over 10 days now and have neither received the refund.
Business Response
Date: 06/18/2025
Esteemed Bureau,

We would like to inform you that the airline has approved a refund in light of the passengers medical condition. In response, we have submitted an urgent request to our ******************* asking that this case be treated as a priority and processed outside the standard queue.

Once the refund has been successfully issued, we will promptly notify the passenger at the email address provided in their file.

We sincerely appreciate your assistance in bringing this matter to our attention.
Customer Answer
Date: 06/20/2025

Complaint: 23479687

I am rejecting this response because:
ASAP has confirmed that they have received the refund from the airline and they would refund $2,323.34 to the original form of payment. I am not satisfied with the refund amount as the amount paid was $2,804.02 and I was looking for a full refund. It appears they have deducted the remaining amount of $480.68 for their charges, which they had not specified at the time of booking. As such, they are not justified in retaining that amount and should be refunding the full amount.

Sincerely,

******* ********
Business Response
Date: 06/24/2025
Esteemed Bureau,

The deductions mentioned in the customer's rejection are refund processing fees and airline's recalled comissions.
As a sign of goodwill - we agreed to waive them and provide the customer with a full refund on June 21st (3 days ago).

Thank you.
Customer Answer
Date: 06/24/2025
Better Business Bureau:

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

Sincerely,

******* ********
Initial Complaint
Date:06/17/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 2-26-2025 I purchased tickets on **************** for $7,573.48. Confirmation # ********* that time ***** agent, *******, told me that I would also receive 3 free nights at a 5 star hotel in ********. On March 25th he finally sent me list of hotels from which I could choose. On March 26th I replied that I had chosen the ********* and reiterated that I would pay for the night of 9-26 and that my free nights would be 9-27-29, leaving on the 30th. I also wrote that I must have a room with two beds which, at that hotel seemed to be called a Deluxe Twin. On March 30 ******* replied that he had already placed a request for the ********* for 4 days. That was the LAST time I heard from him!I kept looking at the Hotels website and there were fewer and fewer 2 bed rooms available. It was the only hotel that was acceptable to me. Finally, desperately, I contacted ASAPs Concierge Services. There were no 2 beds rooms available rooms available. The 2 bed room would have been $244. I had to reserve a room for $308 . Four night total with taxes is $1,378.Refund: 9-26 $100. 2-27 to 30 (free) $1,033.50. Hours spent calling. Twice emailed customer service. No ******** reply. I have an email trail I could forward to you confirming this information.
Business Response
Date: 06/18/2025
Dear Team,
Kindly note that we are working with the customer to resolve the dispute related to the hotel reservation.

Sincerely,
******.
Customer Answer
Date: 06/20/2025

Complaint: 23478592

I am rejecting this response because: I have heard from ASAP and they are working on the problem. It has not yet been resolved. Therefore I cannot click the has been resolved box. Please leave the case open. Thank you.

Sincerely,

******* *******
Business Response
Date: 06/25/2025
Dear Esteemed Bureau,

The complaint has been forwarded to the original travel agent.

The agent will contact the customer to explain the available options within 5 business days.

If the provided options will not be acceptable, we suggest the customer to either reply to this ******************** complaint, or to send an email to ****************************************************************, in order to have the issue further evaluated.
With this being said, we would like to apologize for the delay in responding. The virus outbreak has affected the workflow in most industries and that resulted in a volume of cancellation and exchange requests that we did not anticipate.
Nevertheless we're continuously working on reviewing all the requests as we're fully committed to assist every customer in these difficult times.

Thank you.
Customer Answer
Date: 06/26/2025

Complaint: 23478592

I am rejecting this response because: the issue has yet to be resolved. I am working with them on the resolution.

Sincerely,

******* *******
Business Response
Date: 07/01/2025
Dear Esteemed Bureau,

Our records indicate that the refund was finalized per customer's request. The amount of ******* USD was processed to the original form of payment (9121) on 01/July. The funds should have reached / should reach the customer within 2-5 business days after the mentioned date.
If there is any issue with the provided resolution, we suggest the customer to either reply to this ******************** complaint, or to send an email to **************************************, in order to have the issue further evaluated.
Thank you.
Customer Answer
Date: 07/03/2025
Better Business Bureau:

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

Sincerely,

******* *******

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