Important information
- Customer Complaint:BBB’s business profile for Oojo.com was created in June
2020. A review of complaints was completed in February 2025. Complaints on file
state issues with refunds. BBB encourages consumers to review the Terms and
Conditions, specifically the cancelations, changes, and refunds section.
https://www.oojo.com/terms-and-conditions#cancellation-fees
https://www.oojo.com/help-center/questions-about-refunds
Complaints
Customer Complaints Summary
- 295 total complaints in the last 3 years.
- 137 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/23/2025
Type:Sales and Advertising IssuesStatus: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 looked at all the travel sites, OOJO had the flight ticket priced at $50 below everyone else. Advertised on numerous sites for price of $988 on travel between EWR and *** between dates of 08/13/25 - 08/24/25. I entered all the info, including CC number and thought I was booking the flight. Turns out, I was not. I got a call 5min later stating that they will try to book my flight and call me back within an hour. I received a call 40min later telling me that price of the ticket went up by $150 and they will not be able to honor the original price of $988. TYPICAL BAIT AND SWITCH. After the phone call of asking me to pay an additional $150 for the flight ticket, I went on their website and still saw them continue advertising the same flight for a price ($988) they cannot honor. Furthermore, this merchant charged my credit card not once, but twice, in the amount of $1,037.85. I hope these charges will be reversed and returned.Business Response
Date: 07/24/2025
Dear Better Business Bureau,
Thank you for bringing this issue to our attention.While our website displays real-time fares, prices can change rapidly due to airline inventory and availability. We understand the frustration when the initially displayed fare does not match the final booking price, especially if the lower fare remains visible on the site due to technical delays in updating.
Occasionally, technical glitches may cause outdated pricing to appear, despite higher quotes provided by our representatives. We actively work to minimize these occurrences.
Regarding the customers claim of duplicate charges, we've verified that a refund of $1,037.85 was processed. The same information was shared with the Client.If any additional information is needed, please let us know.
Thank you.
Customer Answer
Date: 07/24/2025
Complaint: 23645397
I am rejecting this response because:The OOJO representative is disingenuous in their response blaming the problems I had endured on the airline itself. OOJO advertised the $988 for the flight in question for several hours after charging my credit card (twice!) and still rejecting my reservation. Even when I called the merchant and brought up the issue that they are still advertising the incorrect price, OOJO failed to remove this flight from their website, thus affecting countless of unsuspecting victims. I submitted the proof (timed screenshot) in my initial complaint about them continuing to advertise a price for the flight they will not honor.
Furthermore, in my subsequent research about OOJO, this service provider is widely known to employ ************************* tactics. There are hundreds of online reviews of individuals going through same problems as I had endured. ************* search will provide you with ample evidence that this merchant commits deceiving marketing tactics to steer consumer traffic and potentially steal their financial information. Lastly, I have not been refunded anything as of yet, even though OOJO representative claims that I have. OOJO charged my credit card twice in the amount $1,037.85 and those transactions are still pending, even though I was assured that they would drop off within 1 hour of attempting to make the transaction. Credit card screenshot is being attached.
Sincerely,
***** *************Business Response
Date: 07/25/2025
Dear Better Business Bureau,
As clearly stated in the Payment Authorization Form submitted by the Customer during the booking process, fares are not guaranteed until the tickets are issued. This is due to the fact that our pricing depends directly on live availability and fare data provided by the airlines, which can change at short notice.
Due to the nature of real-time airline inventory, occasional technical discrepancies may occur, where a fare that is no longer available still appears on the website. In such situations, Customers are promptly informed that the selected fare cannot be issued. When this occurs, a full refund is processed immediately. If the Customer still wishes to proceed with booking, our representatives provide alternative options based on current availability. These alternatives may sometimes be priced higher than the original fare, depending on airline-provided rates. However, the decision to proceed with any new booking remains entirely at the discretion of the Customer.
In this instance, any funds charged to the Customer were fully refunded on July 23rd due to the above-described circumstances. If the refund has not been reflected in the Customers account within the expected processing time ( 2 to 10 business days ), they are encouraged to reach out to ******************************* for assistance in tracking the status of the transaction.
Thank you.Initial Complaint
Date:07/23/2025
Type:Sales and Advertising IssuesStatus: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.
Completely unethical practices. Fake bait and switch pricing on the website. The website gives pricing that they are unable to actually sell you. I then called in, as the website instructed, and spoke with ****** aka. **** *********, and was informed it is "promotional fare before reservation is made". Meaning it is a fare they list, but when you go to book it, it can't be booked. They then try to get you to do their add on's like paying extra for more flexible cancellation, or buying insurance, etc... to get the price "down" although it is still higher than originally advertised. It's very shady business practices. The slightly more attractive price up front is not worth the headache that most certainly will follow.Business Response
Date: 07/24/2025
Dear Better Business Bureau,
Thank you for bringing this issue to our attention.
We understand the customers frustration and are sorry for any inconveniences. The prices on our site are real-time and can change quickly depending on airline availability. The fare they saw wasnt locked in until the booking was finalized, as explained in the Online Authorization Form they signed.
That said, we recognize that sometimes technical glitches happen on our website, and were actively working with the relevant teams to reduce these as much as possible. Its important to note that we cannot charge the customer without their full knowledgefinal prices are always disclosed before payment. The choice to move forward is always theirs.
We take all feedback seriously and will use it to improve how we explain pricing and options going forward.
Thank you.Customer Answer
Date: 07/24/2025
Complaint: 23642994
I am rejecting this response because the business is using predatory sales tactics. At this point I dont expect them to honor the pricing, but back peddling after intentionally misleading consumers isnt exactly a resolution. They advertise the lowest price on ****** flights, a price that is not able to be purchased, as false advertising to get website traffic. Then when you go to book you get a pop up window saying there is an error and you need to call in. When you call in the sales associate starts pushing you other flights and add on purchases. It all feels like a very calculated way to manipulate customers. I am afraid by accepting the response from the business I will help perpetuate their unethical business practices.
Sincerely,
**** **********Business Response
Date: 07/25/2025
Dear Better Business Bureau,
Additional payments are never collected unless the Customer explicitly agrees to the updated quote.
As outlined in the Online Authorization Form, that was reviewed, acknowledged, and submitted by the Customer, it is stated that fares are not guaranteed until the tickets are issued. This is due to the fact that airline pricing can fluctuate significantly within a short period, a factor beyond our agencys control. These changes are solely based on the airlines availability and pricing structure.
Thank you.Initial Complaint
Date:07/18/2025
Type:Product IssuesStatus: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.
Booked the ticket with oojo.com from *** to *** in Air India and paid $3764 including oojo travel insurance for travel protection, trip is on April 11 but I cancelled the ticket on April 05 due to unforeseen scenario, till today I haven't got my refund July 16 2025, my pnr is K39WM, called more than 100 times and emailed them but no response other than waiting for refund from airlines. Is there anything I can report their business of this scam..Business Response
Date: 07/21/2025
Esteemed Bureau,
We have investigated this complaint from our side.
As per checking passengers booking was affected by a schedule change and our agency requested refund from airline.
We have notified the customer that the funds were received on our account and we can issue the refund.
As of now we are waiting for the passenger confirmation in order to proceed.If there is any issue with the provided resolution, we suggest the Customer to either reply to this ******************** complaint, or reply to the email sent by "*********************************************************" in order to have the issue further evaluated.
Thank you
Kind Regards
RarityInitial Complaint
Date:07/11/2025
Type:Service or Repair IssuesStatus: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 purchased several flight tickets on May 15, 2025. I then receive an email from them stating they accidentally overcharged me. They requested I sign some documents for them to give me the money back for the overpayment. I completed those forms. Its been months I still havent received my received my money back for the overpayment they charged me. Im attaching a couple of the emails. This is unacceptable.Business Response
Date: 07/13/2025
Esteemed Bureau,
Thank you for bringing this matter to our attention.
We would like to clarify that a wire transfer request for the overpayment refund has already been submitted and approved. We are currently awaiting processing by the relevant department.
We will inform the client accordingly once the transfer has been completed. We appreciate their continued patience and understanding during this time.
Thank you.Customer Answer
Date: 07/13/2025
Complaint: 23584995
There has to be a time limit for you to process your accidental overcharge. It has allegedly been in process for months. I dont want to continue hearing month after month that its still in process. I need to know when it will actually be processed. Ive never heard of an overcharge taking this long to process.
Sincerely,
****** *******Business Response
Date: 07/15/2025
Esteemed Bureau,
We sincerely apologize for the ongoing delay and completely understand Mr. ******** frustration regarding the pending refund. At this time, there are multiple wire requests in queue, and unfortunately, we are unable to provide a specific date for when this particular transfer will be completed.
Please rest assured that we are closely monitoring the status of Mr. ******** request, and we will notify him immediately once the wire has been successfully processed.
We truly appreciate his continued patience and understanding.
Thank you.Customer Answer
Date: 07/15/2025
Complaint: 23584995
I am rejecting this response because I still have not received the money back for their alleged accidental overcharge after months of waiting.
Sincerely,
****** *******Initial Complaint
Date:07/09/2025
Type:Service or Repair IssuesStatus: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 purchased tickets to ***** through Oojoo on 5/22/25 for my trip from 6/27/25-7/6/25 and was forced into purchasing insurance for $300 after being pestered with phone calls by their agents. The agent I spoke to, Abilene, told me I could get fully refunded for the insurance after Im back. I called abielene on 7/7/25 at 6:35 pm and she informed me Id get fully refunded within 24 hours and to expect an email. On 7/8, 6:35 pm, I had received no email in my inbox, nor my spam, and I called Abilene. She did not respond. Another agent finally responded by email after I had to spam call Abilene. The agent told me they would not refund me. When I told them I would escalate this legally, they told me they would refund me $25. I am severely disappointed and have been scammed. I am requesting a full refund of my insurance. Ive attached proof of communication. The charge for my insurance was grouped into the charges for my airfare, also purchased through Oojoo. All have been attached.Business Response
Date: 07/10/2025
Esteemed Bureau,
We have looked through the issue and unfortunately were not able to provide a resolution yet due to the complicated nature of the problem. We are working with Mr. **************** have started an internal investigation in order to reach an appropriate conclusion that would fit our Customer.
We thank you for bringing this complaint to our attention.Initial Complaint
Date:06/30/2025
Type:Product IssuesStatus: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 tickets through ************* Web site, they passed my order to OOJO without telling me any term and conditions. We were unable to take the return flights on June 30th and asked to change the flight date to April 26th on March 28th. The OOJO refused to change date and did not refund any money to us. We had lost $1000 on these tickets already.This is a terrible company!!!Business Response
Date: 07/01/2025
Esteemed Bureau,
We have looked through the issue and unfortunately were not able to provide a resolution yet due to the complicated nature of the problem.
We are working with Mr. ** and have started an internal investigation in order to reach an appropriate conclusion that would fit our Customer.
We thank you for bringing this complaint to our attention.Customer Answer
Date: 07/01/2025
Complaint: 23539640
I am rejecting this response because: The problem was not complicated at all. The OOJO just did not want to solve the problem. We asked them to cancel our flights and resell the seats more than two months before departure date and we were willing to pay some change fee. But we did not get any positive response.
Sincerely,
Qingxiong **Business Response
Date: 07/02/2025
Esteemed Bureau,
We acknowledge Mr. **** response and appreciate the opportunity to clarify the situation further.
Our records show that the client did not cancel the inbound portion of the trip on time, and as a result, the ticket was marked as a no-show. Our **************** team made efforts to assist the client with rebooking, but the proposed exchange was declined due to the high fare difference, which is determined by the airline based on availability and fare rules - factors beyond our control.
As per the airlines policy, the ticket is non-refundable once marked as a no-show. However, it remains exchangeable for future travel, subject to a $300.00 exchange fee, a $100.00 no-show fee, and any applicable fare difference. These apply per passenger. The exchange must be processed, and the new trip completed by August 29, 2025. After this date, the ticket will expire and will hold no value.
Thank you for your attention to this matter.Customer Answer
Date: 07/02/2025
Complaint: 23539640
I am rejecting this response because:
Sincerely,
Qingxiong **Initial Complaint
Date:06/30/2025
Type:Product IssuesStatus: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 book a flight from ******* to ******** on Sunday June 29. Once I submitted my payment I was supposed to get my e tickets in my email. I tried to open them an it kept saying no bookings. I did receive a phone call from Erastus Tsegha. He would not issue my ticket unless I purchased travel insurance. I said no,, it is a ****** when you travel, he continued to pressure me into buying extra insurance, when I said no again he laughed at me and hung up on me. He has called 2 times since but won't issue my tickets with out the insurance. At this point I want everything canceled. I have called the credit card company and locked the credit card in use.Business Response
Date: 07/01/2025
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: 07/01/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ******Initial Complaint
Date:06/30/2025
Type:Product IssuesStatus: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.
Hello. I work counsel at ** office in **** ***********. Today i Book Ticket in oojo.com. from ****/************ to *****/ *****. The price Show up was ****** euro,, but After i Book the Ticket i seen i was Been Charged ****** euro. I called oojo.com office in ****** But no one answer. What they did to me is illegal and crime to mislead the public and stole money I work in ** *************** for 7 years, before i move to ******* And i do not like Criminal Act. So Please investigate this complaint And refund the money you took from my bank account.and respect the price you have in your sit. And do not charge money with out the custmer *********** I wait for response, before any legal action. Thanks for your times..Business Response
Date: 07/01/2025
Esteemed Bureau,
Greetings!
Thank you for bringing this issue to our attention.
According to our records, the customer was charged exactly as per the submitted online authorization form. No overcharges have been identified.
The amount charged to the customer was ****** (GBP) (screenshot attached), which is equivalent to EUR ****** at todays exchange rate.
The charges were processed correctly and in accordance with the authorization provided.
Thank you,
Best regards
Customer Answer
Date: 07/01/2025
Complaint: ********
I am rejecting this response because:You did not answer my complaint
Your answer did not address the compliant i raised...your office send
Me only Number #********.
My answer to you, im never book anything in your sit. Oojo.com.
Because you mislead the peoples
You charged me by the England
Pound and by the Euro.
Your action is illegal..
Sherif
Business Response
Date: 07/07/2025
Esteemed Bureau,
Greetings!
Fares are not guaranteed until the ticket is issued. If the price increased prior to ticketing and the customer found the new fare unacceptable, it would have been advisable not to proceed with the payment.
However, by completing the payment, the customer effectively acknowledged and accepted the final fare.
Additionally, the customer had the option to change the currency from GBP to their local currency before completing the transaction, but this option was not utilized.
We are also unable to verify the lower fare the customer claims to have seen on our website, as no supporting documentationsuch as a screenshot or other evidencehas been provided. Therefore, we are unable to process a refund or fare adjustment based on this claim.
Thank you for your attention to this matter.
Best regardsInitial Complaint
Date:06/30/2025
Type:Product IssuesStatus: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.
Booking Cancelled Without Notice Forced to Buy New Tickets at Higher Cost, Oojo Refuses Reimbursement of extra amount paid.I booked two airline tickets through Oojo.com on June 13, 2024, under Booking Confirmation KM1L0 / CK1DY0, for travel with LOT ***************. The passengers were ****** ******* and ***** ******. I received a confirmation email and e-ticket numbers, and there was no indication of any issue with the reservation.However, upon arriving at ******************************, we were informed by ******************* that our tickets had been cancelled, and we were never notified by Oojo. There was no cancellation email, no phone call, and no explanation. As a result, I was stranded at the airport with my child, and had no choice but to purchase new tickets on the spot, at a significantly higher cost.Original amount paid to Oojo: CAD ******** New ticket purchase cost: CAD ******** Out-of-pocket loss due to Oojos failure: CAD ****** Oojo has refunded the original amount after multiple follow-ups, but they have refused to take responsibility for the fare difference, despite it being the direct result of their failure to deliver the service I paid for. Instead, they continue to send automated or dismissive responses and are now ignoring the request entirely.This is unethical, unacceptable business conduct. I am requesting:Reimbursement of the CAD ****** fare difference A formal apology and acknowledgment of the error I have supporting documentation including:-Original booking confirmation and e-tickets -Email trail with Oojo -Receipts for the new tickets purchased at the airport Oojos lack of communication, refusal to resolve the issue properly, and continued sale of travel services while mishandling bookings needs to be addressed.Business Response
Date: 07/06/2025
Dear Bureau,
We would like to inform you that we have successfully contacted the client.As an exceptional gesture of goodwill, we are prepared to offer a compensation amount of CAD 359.
In accordance with the passenger agreement, the compensation will be issued in the form of a travel voucher.Thank you for your attention to this matter.
Customer Answer
Date: 07/08/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to **** confirm that I have received the CAD 359 travel voucher details from Oojo as offered.
While I would have preferred a direct refund, I am satisfied with the resolution and consider the matter closed.
Thank you to the BBB for your support in resolving this issue.
Sincerely,
**** ******Initial Complaint
Date:06/28/2025
Type:Product IssuesStatus: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 filing a formal complaint against Oojo.com (www.oojo.com) for failing to fulfill their responsibilities as a travel agency. Their negligence caused my family (2 adults, 2 children) to miss our return flight, endure significant emotional stress, and incur over $2,700 in financial losses. On June 21, Air India rescheduled our return flight to June 25 and increased the layover in ***** to over 14 hours. I contacted Oojo.com the same day, and the agent offered an alternate flight on June 24 via ****** and *****. I confirmed it, but they never mentioned a transit **** was required for two layovers in ******On June 24, we arrived at *************** three hours early. ********* denied boarding, stating we lacked the necessary transit ****. They couldnt assist further as tickets were booked through Oojo.com.I called Oojo.com from the airport and spent almost 3 hours on the phone, mostly on hold, with my two children beside me. One agent promised an updated itinerary via email in 5 minutes, which never arrived. Another later said I had to pay to reschedule. The tone grew rude. One agent demanded $3,374 to rebook, in addition to the $2,717.76 already paid. Everything happened while I was at the airport check in counter with my family aside to go home.Oojo.com took no responsibility, blamed me, and showed no concern for our situation despite stranding my family due to their failure to share essential travel information.With no help from Oojo.com, I had to book new return tickets and pay for last-minute hotel accommodation. The experience caused major distress for my children (ages 14 and 9) and financial hardship.After the trip, Oojo.com sent a feedback survey but never followed up. No apology or refund was issued.Summary:Air India changed the flight, not me Oojo.com failed to inform us about **** requirements Customer support was unhelpful and dismissive Rebooking charges were excessive and unjustified I had to purchase new tickets and accommodationBusiness Response
Date: 06/30/2025
Esteemed Bureau,
We acknowledge receipt of the customer's complaint and appreciate the opportunity to address their concerns. First and foremost, we regret the inconvenience and distress the customer and their family experienced during their travels. We understand how frustrating such situations can be, especially when traveling with children.
That being said, as outlined in our Terms and Conditions, it is the sole responsibility of the passenger to ensure that all necessary travel documents, including valid passports, ****s, and any applicable transit ****s, are in their possession at check-in. Our agency does not provide advice or guidance regarding **** requirements, as these vary by nationality and destination and are subject to change without notice. Additionally, our Terms and Conditions specify that in cases of non-reconfirmation, passport, or ****-related issues, Oojo shall not be held responsible for denied boarding or related disruptions.
Regarding the refund, our records indicate that the customer has completed an Online Refund Authorization Form, authorizing a refund of $495.20, which will be processed back to the original form of payment. This refund is currently in progress and will be finalized shortly.
We appreciate the customer's feedback and have shared the concerns with the relevant department for internal review.
Thank you for allowing us to clarify our policies and current status of the case.Customer Answer
Date: 06/30/2025
Complaint: 23532548
I am rejecting this response because: It did not address my concerns regarding their customer service. Their bad customer service wasted my 3 hour time on hold and transferring to department to department to just tell I had to pay more than original ticket amount. They misguided me throughout the call. They have the records, they can check what they told me. I never experienced a worst customer service like this before.
Sincerely,
********* *************Business Response
Date: 07/02/2025
Esteemed Bureau,
We acknowledge Mr. *************** response and appreciate him sharing his concerns regarding his experience with our customer service team.
Please be assured that we take all feedback seriously and will carefully review the matter internally to ensure proper service standards are upheld. Based on the information currently available, our findings indicate that the procedures followed were consistent with company policy. Nevertheless, we remain committed to reviewing the case thoroughly.
Thank you for your attention to this matter.Customer Answer
Date: 07/04/2025
Complaint: 23532548
I am rejecting this response because: I already explained abut why I am not satisfied with their responses. I was on the phone for about 3 hours on and off, often placed on hold for up to 30 minutes, while my two children waited next to the check-in counter. The call was shuffled between reschedule and customer service departments. one customer service agent told that I will receive the updated schedule, so I can check and confirm If I agree. He told that I will receive the email in about 5 minutes. I waited 15 minutes, but did not receive any emails. Then I called back and waited long to speck another agent. Then after about 1 hr another call with lengthy holdings, I was told that I need to pay for reschedule. They wasted my 3 hours time to tell me that I must pay $3,374, in addition to the original ticket price of $2717.76. I had the worst customer service experience, when I was stranded at the airport with my family.
Sincerely,
********* *************
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