Complaints

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• Initial Complaint

  Date:04/06/2025

  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.

   
  Complaint: 23167457
  
  I am rejecting this response because: There are two major inaccuracies and omissions that need to be addressed for clarity.

  1.Misrepresentation of ******************************** stated: We have advised the client to seek a resolution with the airline, as they are the only party with the authority to override fare rules or issue travel credit.

  This directly contradicts *************** own published policy, which states: What if I have a travel credit issued for a flight originally booked through a travel agency? You can still use your credit, but youll need to do it through the travel agency you used to book the original flight.

  This clearly places the responsibility for rebooking and managing the credit with the original issuing agency not the airline. *************** attempted to override the fare code multiple times and ultimately referred us back to the agency, stating they could not proceed unless the ticketing code was removed by the original issuer.

  2. Lack of Disclosure of ********************************* also claims: The ticket in question was issued through our agency under different terms and conditions, which were fully disclosed to the client prior to purchase.

  This is inaccurate. The specific restriction that the full travel certificate amount must be used in a single transaction, regardless of fare was not disclosed at the time of booking or cancellation. We only became aware when attempting to use the certificate for a $350 flight and were told the full $2,180 would be required for redemption, with no option to retain the balance.

  This policy differs significantly from Uniteds own terms and conditions, which allow travel certificates to be used until the value is exhausted within 12 months (see United Terms, Condition #3). The lack of disclosure creates a misleading and unfair situation for the consumer.
  

  Requested Resolution
  We respectfully request the company take one of the following actions to resolve this matter fairly:
  1. Allow the travel certificate/credit to be used for flights of lesser value, with the remaining balance available until it is exhausted consistent with Uniteds policy (Term #3).

  2. Remove or override the fare code restriction that is preventing *************** from rebooking our travel.
  

  3.Issue a full refund of the unused travel certificate amount.

  We remain open to resolving this matter quickly and appreciate your review.

  ltiple attempts to resolve this directly with the vendor, but they have been uncooperative. I am therefore requesting a chargeback on the grounds of services not rendered and merchant refusal to provide a travel credit for unused tickets. I believe this qualifies under your dispute policy, and I am happy to provide documentation including:- Proof of purchase - *************** official policy regarding tickets and travel certificates - Screenshots from United showing we SHOULD be able to use the purchased price tickets as travel credit.

  

  Business Response

  Date: 04/24/2025

  We sincerely regret that our client experienced disruption to her travel plans and understand how disappointing that must have been. We always aim to support our clients as much as possible.
  
  However, we must respectfully clarify that there is no valid basis for the claim submitted.
  
  The ticket in question was issued through our agency under different terms and conditions, which were fully disclosed to the client prior to purchase and accepted by her during the booking process. These agency-specific policies differ from those on the airlines website, particularly regarding changes, credits, and refund eligibility.
  
  The policies published on *************** website apply only to tickets purchased directly from United. As the airline is the sole issuer of the ticket, any potential exception or accommodation must come directly from ****************
  
  We have advised the client to seek a resolution with the airline, as they are the only party with the authority to override fare rules or issue travel credit.
  We remain in communication with the client and are happy to assist her with any support or clarification she may need when working with the airline. Please let us know if any additional information is needed were happy to provide it promptly.Thank you for bringing this case to our attention, and please accept our apologies for the delay in responding.

  Customer Answer

  Date: 04/30/2025

  The company removed or override fare code restriction and we now have the full *************** credit. 

   

  Please withdraw my complaint.

  George