Complaints

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

• Initial Complaint

  Date:07/26/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 called ****** Airlines to upgrade my flight using the ** customer service phone number. The charge was put on my credit card but when I arrived at the gate, no upgrade was given. I called ** several times to no avail. They told me that was not a ** phone number *************) and there was nothing I could do about it. I also called ******* Bank several times but they would not help as they said it was over 120 days since the charge. No one, at any time, told me I had only 120 days to dispute a charge. I called the phone number on the statement and it was Virago Travels, with whom I have never done any business. I was put on hold for several minutes when I called and did not speak to any person.Please resolve this dispute by crediting the $390 to my ******* Card.

• Initial Complaint

  Date:07/18/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 called a ****** Airlines number from a ****** search of ****** Airlines to change a flight. I was led to believe that I was speaking to a ****** Airlines customer service representative but I was speaking to some person named ***** from Viragotravel. He said multiple times that he was a ****** Airlines customer service representative. He told me in order to secure a change in my reservations I have to pay a fee of ****** and ****** for my two reservations which would be added to my cost of my flights. I would then have to call back at a later date and Ill be able to change my reservations to a cheaper rate. He never said this extra fee was non refundable which at the time I wasnt thinking about a refund because I travel a lot. When I called to change my flights I spoke to a different person and was given flight prices that were extremely high so I asked that the charges be transferred to airline credit to be used for future travel. I was told only part of my payment could be used for future travel. They were keeping the two charges of ****** and ****** as services fees for doing nothing. I asked to speak to a supervisor. I continued the conversation with another person who I guess was a supervisor. I felt during the conversation that he wasnt representing ****** Airlines and went back to my email while on the phone and read the email that I got from the first person (*****) when I called on May 8th. I read the email and realized it came from viragotravel agency not ****** Airlines. He rushed me off the phone and said he or another person would call me in the morning to try and help me further. This company purposely pretends that they are whichever airline you call and misleads customers to spend unnecessary money that goes to them You dont know that they arent the airlines until you get an email and read the small print but then its to late they already charged you.

• Initial Complaint

  Date:07/17/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  July 15, 2023 I ************** airlines reservations to book a flight for my son. United came up with a **** number, so I called it. I went through everything and the flight was more expensive than online, but thay happens. Things got weird when the agent informed me I would have 2 charges, one for each leg of the flight. I loaded the tickets into my United app and saw that the flights were exactly the amount of the first charge, and the second charge was deducted out of my account but was not paid to United.. in fact though the charges said they were from United, neither charge was. Now I can't reach them to get a refund. I'm filing a claim with my bank in the morning for a refund. This company is clearly committing fraud.

• Initial Complaint

  Date:06/15/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 - 06/12/2023 Amount of money paid - $632.99 Business was committed to perform travel booking on behalf of United airlines.Nature of dispute - Agent cancelled flight and didnt refund money paid for service.Business agent said that full refund will be provided but no refund has been return to me from virago travels.Summary ******************** charges for booking service accorded while using the customer service number provide on the United airline web page.Customer service number that was displayed on the United air service linked me to a Virago travel agent that booked my flight charged me additional fee $632.99 for booking the flight for United. Agent cancelled the booked flight after I asked for a refund for the additional charges and didnt provide me with a refund for the service and cancelled the flight that was booked.

• Initial Complaint

  Date:06/14/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 4/22/23 I attempted to book a flight on United.com, however, they must have been experiencing issues. I then called the phone number that appeared online. An agent answered who I thought was a United associate. At no point did he say anything that would have led me to believe I was not connected to United. I explained the details of my trip, while looking at the prices and trip details online.I gave him my United Frequent Flyer ID number. He quoted me a price that was about $200 more than the Economy flight shown online.I mentioned again my Frequent Flyer number and he then gave me a quote with a slight discount. I again questioned it and he said there are multiple flight statuses, but that was the price, $698.33 for one round trip ticket to ********* from AVP. At no point did he say it was a travel agency. I gave him my contact information and credit card number. He processed it and said I would get an e-mail to confirm. After a minute, I still had not received the e-mail. After repeating and spelling my name and e-mail address several times, I realized he entered it incorrectly. I finally got the e-mail but had to authorize my credit card information before the charge could go through. On 4/24/23 I received an e-mail from support **************************** with a heading "RE:Booking confirmed for ref. #4K3X4R with my itinerary. When I got my credit card statement, I noticed 2 separate charges for this trip. One listed as ******* Airlines Flight 855-9295020CA for $193.93. The other was listed as ******* Airlines 18004214655TX for $$558.40. On 5/19/23 I called my credit card company and inquired the 2 charges. They had no record of the 1st charge and advised me to call the CA #. ***** answered at Virago Travel. I explained that I had called United and not sure how I ended up with Virago He said he would credit my $193.93, but after 10 days and no credit, I entered a dispute with my credit card company on the grounds this was deception.

• Initial Complaint

  Date:06/07/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Needed to change name on an airline ticket. They charged me $250.00.Scam fraud!Nothing was changed.

• Initial Complaint

  Date:05/10/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 have contacted VIRAGO TRAVEL 6 times trying to get a receipt for the tickets I purchased on January 30 from ********, ** to *************, **. 6 times I was told they would send them to me. Twice they said the receipt would need to come from the **************** ********** they said they had sent them I should receive it in 15 minutes. The phone line reception is at best, horrible. My optimistic self thought they had misspelled my name and twice I was told that they were using .com instead of .net. Whatever, I never received them. I need them to claim on my travel insurance, **************** was closed and I had to reschedule my flight home. What could possibly be the problem? They have the info because they read it to me. Please help

• Initial Complaint

  Date:05/09/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 had submitted a dispute with Capitol One, our credit card company regarding a charge stemming from a change in flights in April 2023 due to an airline delay ( the tickets were booked on the ****** Airlines website). On 5/8 at **** hrs we received a phone call claiming to be from the ****** ***** Global desk threatening to black list ** for any future ****** travel unless we dropped the dispute that evening and agreed to pay the charge. *********** told ** that was not possible. When I recalled the phone number claiming to be ****** it turns out to be from Virago travel in ********** (headquartered in ******* **) with whom we had had NO dealings. We were then told by ****** customer service that this was not a legitimate call and that they would never blacklist ** for non-payment issues, and that we could ignore the threat and await the resolution of the dispute. I think that Virago was trying to 'scam' us. A virago representative also told us that we booked the tickets through Virago (not true) and that our credit card had failed (not true). Please follow up on this SCAM company. They have many bad reviews on your website. Thanks. *************************

• Initial Complaint

  Date:05/03/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 April 29, 2023 my husband and I were in *****, ******. I couldnt check in online for our boarding passes with **************** I accidentally called customer service for these scammers. The person, ****, led me to believe he was a *************** agent. I gave him our booking reference numbers, names, address, telephone number, passport numbers, email address. He said I had self canceled my reservations. He could rebook our tickets for $4,000.00. I became hysterical because my husband has Parkinsons and needed wheel chair service and escorts at the airports. We were flying with *************** from DeGaulle, ***** to **************** to ********** the next day, Sunday, April 30, 2023. **** said because my husband was disabled he could rebook his flight, but I would have to pay $2,000.00 for mine. The final charge to my *********** credit card was $2,******. If I wanted to be on the flight with my disabled husband I would have to pay. I gave him my credit card information. I received an email booking confirmation with a reference number and a screenshot of the exact same flights, times, reservation numbers of my original flights I bought directly from *************** in Feb, 2023. Later I tried to respond to that email and got postmaster undeliverable: Fwd confirmation with reference numbers, Domain Name System does not exist. He checked me in online to my original flights. He was able to do this with the information I gave him and fraudulently charged me $2, ****** to scam me. When I clicked on email *************** it had a different, non *************** email. The credit card authorization from customer support for *************** ended up being customer support@****************. The capitol one credit card merchant number was **************, Virago Travels. Within 5 minutes of my call on April 29 I called the REAL *************** number. There were not any changes to my original airline reservations. I called Capitol One. The charge was pending/paid.

• Initial Complaint

  Date:05/03/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 tried cancelling. I called united airlines and they said it was a scam and the third party took my money without making an adjustment on their end. The credit card transaction says its united airlines, its an imposter. I tried calling and speaking for 10 mins to cancel it was a scam and they hung up on me. I want my refund. They should not be in business. I told them while we are in the phone that I was on the website with united and I couldnt understand why I would be charged that much and they said its because my seats were already booked and lied to me. Said I had to Pay that to sit together. We questioned their email and they hung up quickly and charged my card.