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:05/14/2025

  Type:Service or Repair 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 08/27/2024. We made contact with ***** *****. ***** sold us a Tour package to ******. We are a group of 8 people that invested approximately ****** dollars in this tour. After a few months ***** stopped communicating with us, after many times trying to contact the agency and speak with *****, her supervisor ***** ******* called us back and indicted, he will take care of this account. We were supposed to travel on 4/24/25, however, Elder, after many days of silent, indicated the tour was postponed. We were proposed other dates, we selected 4/27/25. The day came but the we never got to travel and now all the blue travel phone contacts are out of service. Blue travel seen to be running a fraudulent business. We're demanding the refund of the money we paid them for the service they never provided. There was also an email from an individual called ******* ********. This individual indicated the travel was not possible because many travelers fro USA cancelled because they are afraid to travel for the new ICE regulations .I have noted that Blue Travel Group, did not accept credit card neither debit cards, only banks transferences.We will appreciate any assitance you can provide to help us to recover our money.

• Initial Complaint

  Date:03/27/2025

  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.

  Formal Complaint Blue Travel Group LLC To Whom It May Concern,I am extremely dissatisfied with my recent trip through Blue Travel Group LLC due to poor communication, false advertising, and disorganization, resulting in significant financial losses and unnecessary ************************************** Issues Your faulty app displayed incorrect flight details, forcing me to pay out of pocket for flights and luggage fees. It also showed a duplicate reservation, yet at the gate, I had only one ticketa clear failure in your booking process.False ********************* Activities Your brochure listed experiences that never happened, including:Tuscany Tour Never provided.Papal ****************** Tour Cut from 9 hours to 3.Interlaken & Alps Excursion Never happened.Versailles Excursion No details, no trip.Personalized Assistant Nonexistent.Group Dinner Only two people attended, with no explanation.Transportation Poorly coordinated, leaving us stranded between destinations.Deceptive ********************* Behavior I was left stranded for nine hours between ***** and ****************** posted my image online without consent, misleading others into thinking we had a great experience.I received a confirmation text with incorrect dates, proving further disorganization.Failure of ***************************************** run by ***** ******, ***** *******, and ***** *******, has a history of mismanagement. Due to your negligence, I have lost over $1,000 in additional travel costs. I demand a full refund and accountability for this fraudulent experience.Sincerely,******** ***** on Behalf of ****** ************* ******* See attachments for full complaint

  Business Response

  Date: 03/27/2025

  Hello 

  We never received any complain during the trip about any of the services. 

  We encourage our clients to contact us if something is not going well during their trip in order to look 

  for a solution.

   

  about this comments: 

   

  1.Tuscany Tour Never provided

  We included ******** that is the tuscany that the itinerary showed

  2.Papal Audience & Vatican Tour Cut from 9 hours to 3.

  **** was sick. You can see it in the news. Common sense 

  3.Interlaken & Alps Excursion Never happened

  Rainy weather did not allowed to cross to ******* 

  4.Versailles Excursion No details, no trip.

  Optional tour 

  5.Personalized Assistant Nonexistent

  They have tour guides for every activity

  6.Group Dinner Only two people attended, with no explanation. Transportation

  ITS WAS A GROUP OF 4 

  7.Poorly coordinated, leaving us stranded between destinations.

  Please give us examples 

   

  8.Deceptive Practices & Unethical Behavior 

  Please give us examples 

  9.I was left stranded for nine hours between ***** and ******

  That was the time between tour free time in ***** and your flight to *****

  Most of the client use it for personal activities 

   

   

  10. Your company posted my image online without consent, misleading others into thinking we had a great experience.

  You send it in whatsapp we did not ask for it

   

  After reading your complain

  we are not proccessing a refund at all when you receive all the serviced already. 

  Thanks. 

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23124764
  
  I am rejecting this response because:
  
  Dear Blue Travel Group ,
  
  Your response on the Better Business Bureau platform is not only dismissive but also indicative of a company that refuses to take accountability for its misleading practices. Your repeated attempts to deflect responsibility by resorting to personal attacks rather than addressing the numerous valid concerns only reinforce the unethical nature of your business.
  
  
  To clarify:
  1. Failure to Address Complaints During the Trip Clients cannot effectively communicate with a company that fosters an environment of intimidation and neglect. Numerous reviews indicate that customers felt abandoned and were afraid to reach out due to previous negative experiences with your team. Your claim that no complaints were made during the trip does not negate the legitimacy of the issues raised afterward.
  2. Misrepresentation of Services Your attempt to justify itinerary changes and omissions (e.g., shortening the Vatican tour, failing to provide excursions, and inadequate transportation) does not absolve you of contractual obligations. A bait-and-switch model, where services are advertised and later altered without customer recourse, constitutes deceptive business practices.
  3. False Advertising & Unauthorized Use of Likeness You state that images were sent via WhatsApp as if that equates to consent for promotional use. This is a clear violation of privacy rights and deceptive marketing. Using a travelers image to falsely suggest satisfaction is both unethical and legally questionable.
  4. Defamation & Harassment Your continued attempts to personally attack me rather than address the core issues are noted. Telling me to get a job in response to legitimate concerns demonstrates your unprofessionalism and lack of corporate responsibility. Publicly disparaging a consumer for leaving a factual review can have legal consequences, including defamation and retaliation claims.
  
  
  Given the pattern of deceptive practices and unprofessional conduct displayed, I have escalated this matter to the ************************ (***), the California Attorney General, and consumer protection agencies for further investigation. Additionally, I will ensure that potential customers are made aware of your businesss unethical conduct through every available legal and consumer advocacy channel.
  
  
  Should you choose to continue this approach of evasion and hostility, be advised that this will only strengthen the case against your company. Your best course of action would be to acknowledge the shortcomings of your services and rectify these issues, rather than attempting to belittle those bringing them to light.
  
  
  This correspondence serves as formal notice that your actions are being documented for potential legal proceedings. Govern yourself accordingly.
  
  
  
  Sincerely,
  
  ******** ***** *******

  Business Response

  Date: 04/02/2025

  Hello 

  I refer to each of your complaints and explain what happens. Communication was open at all times. They where in ***** and ****** with other clients and  your relatives where the only ones to complain.

  Again I reject your request for a refund for services that were provided already. 
  And yes you have the right to submit your complaint to other agencies. We are willing to cooperate with any inquire that we might expect. 
  

  Thanks 

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23124764
  
  I am rejecting this response because:
  Your response on the Better Business Bureau platform further demonstrates your continued unwillingness to acknowledge the legitimate concerns raised regarding your companys practices. Your attempt to dismiss this complaint by labeling my statements as false and resorting to personal attacks instead of addressing the core issues only reinforces the pattern of unethical behavior that your business has displayed.
  
  
  To be clear:
  1. Misrepresentation of Facts You claim that my relatives were the only ones to complain, yet this is demonstrably false. A simple review of your companys online reputation, including complaints and negative reviews from other travelers, tells a different story. The fact that my relatives experiences align with a broader pattern of dissatisfaction underscores the legitimacy of these concerns.
  2. Failure to *************************** You have failed to acknowledge or address the instances where promised services were not delivered as outlined in your itinerary. Instead, you attempt to deflect blame by falsely asserting that the trip proceeded without issue. Your continued refusal to take responsibility does not change the fact that key portions of the trip were either canceled, significantly altered, or misrepresented.
  3. Harassment & Unprofessional Conduct After I shared my review, you engaged in direct online harassment, including personal insults and baseless attacks regarding my employment status. Such behavior is not only unprofessional but also indicative of a business that prioritizes deflecting criticism over rectifying legitimate grievances. Any business engaging in defamatory and retaliatory behavior against dissatisfied clients is further exposing itself to potential legal repercussions.
  4. Negligence & Abandonment of Clients You conveniently ignore the fact that my relatives were left stranded in ***** with no recourse other than being told to get an ***** This alone demonstrates a lack of duty of care, a fundamental principle in the travel and hospitality industry. Furthermore, I personally attempted to contact your team during this time, and to this day, my inquiries have not been properly addressed.
  5. Fraudulent ******************************** operates under the pretense of offering a trip of a lifetime but instead delivers an experience riddled with disorganization, false advertising, and unfulfilled promises. Your F-rating with the BBB and a pattern of dissatisfied customers across various platforms support this assertion. Instead of rectifying these issues, you continue to deflect responsibility while actively engaging in deceptive marketing tactics.
  
  
  Let me be clear: My relatives and I are not seeking a refund. What we are seeking is accountability. Your refusal to acknowledge the failings of your company only reinforces the need for regulatory authorities to examine your business practices. Given your ongoing harassment and dismissive behavior, I will be escalating this complaint to consumer protection agencies, travel oversight boards, and legal counsel as necessary.
  
  
  Your companys reputation is a direct reflection of your actions. The ethical course of action would have been to take responsibility and demonstrate professionalism, but instead, you have chosen to engage in baseless attacks and continued evasion. The record now speaks for itself.
  
  
  Sincerely,
  
  ******** ***** *******

• Initial Complaint

  Date:03/04/2025

  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.

  compramos un viaje a ****** . somos 3 personas! mientras estas dando los pagos te contestan y son muy amables. una vez que pagas el viaje ya no te vuelven a contestar . son unos sinverguenzas y lo peor que siguen estafando a la gente !.. estas personas son algunos de Ellos ***** *******.. ***** *****. ******!

• Initial Complaint

  Date:11/21/2024

  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.

  Blue Travel Group Llc, me vendio un paquete de viaje llamado Paseo Europeo //// entre 10/21/24 a 11/05/24. pague por este viaje $2.624.20 pagado en ***** 2024 y tambien pague $654.00 para los tours que no estaban incluidos en el paseo europeo.// Pagado Septiembre 2024 El intinerario del viaje era.... ****, *********, *******, *****, *****, ****** y *********. El viaje incluia... boletos de avion ***** -**** , *****- ***** y ********* -*****, boletos de trenes, hoteles con desayunos incluidos, algunos tours. Llegamos a **** el 22 de Octubre /24 y pasados 4 **** exactamente el 10/25/24 Blue Travel Group Lllc decidio CANCELAR EL PASEO EUROPEO. Poco les importo que estabamos lejos de nuestro hogar, que los gastos de todo empezarian a correr por nuestra cuenta , aun cuando ya se les habia pagado a ellos hasta el ultimo peso, poco les importo que se vio en riesgo nuestra integridad . hace 15 **** regresamos y no he recibido un solo email de parte de ellos hablando o intentando resolver . Pido mi rembolso porque quienes cancelaron fueron ellos y nosotros como clientes NO tenemos porque pagar por su falta de profesionalismo .Pido El reembolso tanto del Paseo Europeo como el dinero de los Tours que pague por aparte.cancelaron un Paseo Europeo en curso, pero siguen sacando paquetes de viaje para venderlos. que tiene esta gente en la cabeza ... no entiendo/// La seora que me atendio todo mi proceso de viaje se llama ***** *****.

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair 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 paid for a trip that promised and advertised hotels, tours, travel accommodations and food vouchers. Once we arrived to our destination on 10/21/24 we did not receive any further confirmation on our stay for the remainder of our trip that was meant to last until 11/5/2024. We began the trip with and received the correct vouchers for the hotel stays on Tuesday 10/22/2024 all the way until Friday 10/25/2024, from there on we were left stranded for the remainder of the trip without any Hotels, Vouchers for tours, Trains rides, plane tickets, and food vouchers for each hotel stay. This left us to pay out of pocket for the Hotel Stays, Train Rides, Plane tickets as well as paying for a flight change because of the unforeseen rising cost. It caused an insane amount of stress for myself and those I was traveling with. We made several attempts to contact the agency and the travel agent but to this day have not received a response or reason behind the cancellation. I have thoroughly reviewed the companies policy and they themselves stated a reimbursement would concur if a trip was cancelled. I have attached the original itinerary that was sent to us as well as the flight bookings the agency sent which we had to then rebook and spend more money on.

  Business Response

  Date: 11/20/2024

  Hello 

  This client was advised that the tour was canceled due to weather conditions in ***** and the ***** part of the trip. 

  The tour operator canceled the tour since weather is not something we can control nor the tour operator. 

  This client did not hire a full protection insurance otherwise assistance to change tickets and take them home would have been provided. 

  You can see the terms and conditions along liability in this events. 

   

  Thank you. 

   

• Initial Complaint

  Date:11/14/2024

  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 paid for a trip to ****** and 2 days before they notified us that they cancelled the trip when we managed to contact them they acted angry and asked me to accept their terms and we refused, we only asked for a full refund and they told us it would take some time, three weeks have passed and they have not answered the phones or emails, now I have to try through the credit card to recover some of what we gave them, more than 9 thousand dollars, Mr. ***** ******* doing his job of covering up the irresponsibility of the company and quite unprofessional, it was planned for 10 months and it was paid in full from the first day, even on Friday when they cancelled at 9 pm in the morning he assured us that we would travel as planned but we did not have confirmation of the plane tickets, they left us with our bags packed and no apology

  Business Response

  Date: 11/14/2024

  Hello 

  this client was affected due to a cancellation from Iberia 

  that affected part of this itinerary. 

  He has the option to change of date but not a refund. 

  Iberia agreed a few weeks ago to refund but at the moment according to the client 

  he has not receive anything on his card. 

   

  You can call IBERIA to confirm the information. 

   

  Thanks. 

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22554467
  
  I am rejecting this response I couldn't change the dates because I work they have time to fix the tickets ,they asked me for money for other tickets  and I paid then whit my card plus they don't answer the phones they haven't contacted us to resolve they fraud and deception .They have my phone number, they suggested a trip in the future, but since I couldn't trust them .I couldn't waste my vacation time , we only asked for a full refund of our money for the service they didn't provide, we didn't even deserve an apology. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 11/20/2024

  Hello 

  This client did a chargeback  already 

  I dont see the point to keep this conversation. 

  According to our terms and conditions, he is only allowed to change of date

   

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22554467
  
  I am rejecting this response because :they never said that  I couldn't get a refund  because  they don't accept my phone calls , when I paid they didn't mention anything the point of keeping the conversation is so that they accept their mistakes and do  what is fair  my money back , they don't even offer apologies after lying for the last 15 days before canceling  the trip. we are willing to make a face to face appointment wherever they like , and if I am dealing with the banks to get money back  they are so rude y negative.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/16/2024

  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 just want my money refund. Unfortunately, twice Blue Travel Group has fail to fulfill the service I paid for. I made a payment to Blue Travel Group for a trip to ****** that should have taken place in October 2022. A few days before the trip I was inform that I could not go because there were not enough rooms in the hotels available for me to be in the group that took the trip. . I asked for my refund and it was denied because I had other options. I was given three diferent dates for year 2023. It was February, May or June and October. Do to a family situation, I decided that I will take the trip in October. I made another payment to Blue Travel in July 2023 in order for my sister to go on the trip. Again, few days before the trip, Blue travel representatives gave us inadequate excuses such as that we wouldn't have enough time to trasfer in the airports. After complaining Blue Travel representative admited that we did not have any reservations. It's been a year since I file the application for my refund but until today, I have not received my money. Neither, Blue Travel representatives have made any attempts to find a solution to resolve this problem, in spite of my multiple attempts to reach them. I really appreciate your assistance and support to resolve this matter. Thank you.

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair 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 bought a European packet which included transportation, hospitality, breakfast, and more. As the days passed we kept on getting confirmation emails but five days before the fight, they cancelled on us. However, they gave us an option of waiting until the next day to see if we fit into a group but if not we could just get our money back. So we asked for our money back and they said we had to do a cancellation form which we fell right into their trap. Why is this a trap you may ask, because now they flipped it on us that we were the ones canceling on them. So now they are saying that we are the ones the trip so we are only going to get partial refunds. They are a fraud company that is taking advantage of people who dont research the company before hand which we should have done. Definitely dont buy a packet with them by any means because they are just going to take you money.

  Business Response

  Date: 09/24/2024

  For this case we offer another option and they took too long 
  to decide. At the time they accept it there were no more spaces available.
  We are waiting for the airline to give them a refund or credit. 
  The case was filed with the *** consumer protection. 
  

  
  

• Initial Complaint

  Date:12/29/2022

  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.

  My family and I purchased a 4 member package to ******, on April 13 2022, one the passengers got covid days before the flight that was supposed to be on the 16th of June, we let the agency know about said passenger and sent all the required photos they asked for to show the positive result. The response they gave was that they would give us an option for another day, but we never received a voucher from them. We called the agency and requested all tests showing negative results for covid, and continued calling trying to get in contact with someone that can help, but they said to call the airline and the airline said they can't help because we bought the tickets from the agency. We have been going on an endless circle because both the airline and agency are saying to call both ends because the agency said the airline should help and the airline says the opposite. We have been looking for some type of help. Which we have not received, we spend around $9,000 and the agency is not cooperating with us by any means. We are very worried that we are going to loose our money. We have evidence that we are in contact with the agency, and they are not helping Thank you sincerely , *********************** ********************* ****************************************** Viniza ****** Phone number(s) to contact :************** **************