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:06/21/2025

  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.

  Wed. March 12: purchased two round trip tickets for me and my wife on Oojo.com. Paid $1358.50 per ticket.Airline: **********************, Premium Economy.Departure: Sat. May 3rd. LA to ***** Return: Sun. June 14th - ***** to **, leaving 4:40 ***** wife and I missed our June 14th return trip to LA due to Force Majeure events at a foreign airport. Sunday June 14 early morning, I phoned Oojo and requested a change of ticket for a later date. I was informed there was availability on Norse Atlantic for June 18 for an additional $590 per ticket. I spent 5 painful hours with the travel agent to confirm and pay for the new reservations.Monday June 15th, we took an emergency flight to *****. Once arrived, I received email messages that payment for my wife's June 18 ticket was "not authorized" or "captured" so no booking was made. I was also asked to reissue payments within 2-3 hours of the email date/time, which I did. I tried three separate credit cards but Oojo's web links would not proceed with the reservation properly. No other option for payment was provided, not even over the phone.a few hours later on June 15, I called Oojo customer support and was told that no more seats were available on Norse Atlantic for my wife's return trip. I went on ************** website and within a few minutes, I purchased a Premium Economy ticket for June 18 directly from the airline.I spent many hours on the phone and by email asking Oojo for a refund of my wife's ticket cost of $1358.50 for their failure to accept payment and make proper reservations. This failure is entirely due to Oojo and not in any way a failure on my part. I promptly and correctly followed all of Oojo's instructions. We spent hours being nervous, frustrated and angry, and we ended up paying twice for the same ticket. Oojo offered a credit instead of a refund, but we no longer wish to book with Oojo in the future. All of my claims above are supported with emails and Oojo's own recorded calls.

  

  Business Response

  Date: 06/23/2025

  Dear Team,

  Kindly note that we are working directly with the customer regarding their complaint.

   

  Sincerely,

  ******.

• Initial Complaint

  Date:06/18/2025

  Type:Delivery 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.

  The company did not provide the ticket that was purchased. Fake number was given. No response from support staff.

  

  Business Response

  Date: 06/23/2025

  Dear Bureau,

  We are writing to confirm that, according to our records, the reservation remains active and the booking may be used as originally scheduled.
  Airline Reservation Code: LVM6HH
  Ticket Number: 6495606679717

  Should the passenger require further verification or assistance, they may contact the airline directly at 00 800 87 26 72 83.
  Based on this information, we consider the matter resolved. Please feel free to reach out should you require any additional clarification or documentation.

  Thank you for your attention.

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23488992
  
  I am rejecting this response because the ticket provided is fake and I was emailed from a fake air transat email with confirmation.  The ticket number and confirmation number provided are not associated with any legitimate ticket.  This is a scam.  
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 06/26/2025

  Dear Bureau,

  We have communicated directly with the customer in a separate email thread and provided all available information concerning this ticket.
  As previously stated, the ticket remains active and is available for use.

  This information can be further verified directly with the carrier by calling ******************.

  Thank you for your attention to this matter.

• 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 booked a round trip air ticket through Oojo to fly to **** through *********. Recently ********* had a horrific plane crash which killed over 200 people. This happened soon after take off, I am horrified to fly with this airline due to this incident. I understand that Oojo has cancellation policies and fees but with an incident as severe as this, there should be some accommodation. It seems that money is more important than safety. With a flight that long, departing from the same airport that I will depart from and all those people losing their lives, I am simply requesting a refund. My cousin and I have paid for everything for our trip to **** but our lives are more important. Oojo wants to charge $480 to cancel the flight though they are aware of this horrible event.

  

  Business Response

  Date: 06/23/2025

  Dear Bureau,

  We would like to clarify that we are unable to assume responsibility for voluntary decisions made by the client.
  As a travel service provider, we are obligated to adhere strictly to the policies set forth by the airline. Should the client wish to proceed with a voluntary cancellation, this can be processed in accordance with the applicable fare rules and subject to the corresponding fees.

  Alternatively, the client may retain the ticket for future use, as the reservation remains active.
  Please be informed that we have reached out to the passenger directly. Should she require any further assistance, she is welcome to contact us at her convenience.

  Thank you for your attention to this matter.

• Initial Complaint

  Date:06/17/2025

  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.

  My wife purchased a plane ticket for me to fly to ******* to visit my parents. The tickets were supposed to be refundable or exchangeable (for a fee) as there was a high possibility that my work schedule had to be changed, making me unable to make my flight from ********* (YVR) to ******** (LHR) via *********. The total cost for the ticket was $988.98 CAD.On their website they state the fee is $200 to exchange/refund, however when I submitted a form to reach out to them they contacted me by email and said they are unwilling to offer any sort of refund or exchange. Then they have the cheek to ask me to rate their customer service.

  

  Business Response

  Date: 06/23/2025

  Dear Bureau,

  We would like to provide the following clarification regarding the referenced case:
  According to our records, the reservation in question remains active. The passenger had full access to the terms and conditions associated with the booking at the time of purchase, and these were clearly presented prior to the issuance of the ticket.

  The client was offered the option to include Travel Protection in the reservation but elected to proceed with a basic fare tier, which does not permit voluntary changes or refunds.
  As the reservation is still valid, the passenger may use it as originally scheduled. Additionally, the client is welcome to contact us directly should any further information or clarification be required.
  Based on the above, we consider this matter resolved.

  Thank you for your attention.

  Customer Answer

  Date: 06/24/2025

  
  Complaint: 23482833
  
  I am rejecting this response because:
  
  I am not satisfied with the response provided by Oojo.com.
  
  While the business claims that the fare was clearly marked as non-refundable and unchangeable, I dispute the clarity of this on their website. During the booking process, the site presented options or impressions suggesting that changes or refunds were possible, which influenced my decision to proceed. Only after my work schedule changed did I discover that my ticket could not be refunded or exchanged.
  
  My request is not unreasonable: I am simply asking for some flexibility or a partial credit due to a genuine schedule conflict. The rigid stance taken by Oojo.com, despite the flight still being weeks away is disappointing and does not align with fair or customer-focused business practices.
  
  I respectfully request that Oojo.com reconsiders offering a refund, credit, or modification option, even if it involves a fee, given the circumstances and the confusion caused by their booking interface.
  
  Thank you for your continued assistance.
  

  

  Business Response

  Date: 06/26/2025

  Dear Bureau,

  We would like to inform you that we have contacted the passenger directly via email, and they have been advised to continue communication with us should they require further clarification regarding this matter.
  Our resolution remains unchanged. The passenger has been informed on multiple occasions that the ticket in question is non-refundable.

  While we are generally able to process voluntary refunds or exchanges subject to applicable fees, in this particular case, the fare conditions do not permit any refund or exchange, and we are therefore unable to offer an alternative solution.
  Thank you for your attention to this matter.

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23482833
  
  I am rejecting this response because:

  I believe we are going in circles.

  As per the email I received from ***************** a subdivision of Oojo Ticket Support on the 23rd June, we were offered the following resolution: "You may proceed with using the ticket as originally planned. Alternatively, if you are considering any changes, please feel free to let us know how you wish to proceedwe will be happy to assist accordingly." However, now you are telling us the ticket is non-refundable or exchangeable on this platform, which obviously is giving us mixed signals.

  I have attached the response from your own ticket support division to clarify the matter. In order to resolve the situation, I believe that a full refund is the only option, as an exchange is clearly too complicated to process.

  Sincerely,
  
  ********

• Initial Complaint

  Date:06/17/2025

  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.

  Complaint Against: Oojo / Fareportal Flight: Royal Jordanian RJ262, June 16, 2025 Confirmation Number: FE8YJ I am filing this complaint because Oojo failed to support me during a dangerous travel situation and denied me the protections Royal Jordanian clearly offered. I booked my June 16 flight to ***** (RJ262) through Oojo. In the days before my trip, the region experienced drone and missile attacks, creating real safety concerns. In response, *************** issued an official policy offering full refunds or travel vouchers to passengers traveling between June 1317, 2025.I contacted Oojo and provided screenshots of Royal Jordanians policy. I asked them to confirm the policy with the airline and help process a refund or voucher. Oojo refused to help, stating they could not do anything because I booked through a third party. They would not call the airline, would not verify the policy, and would not issue a refund or voucher even though I was clearly eligible under the airlines terms.The airline was willing to support customers during an emergency, but *********************** refusal to act blocked me from receiving help I was entitled to. Because I didnt book directly with Royal Jordanian, Oojo left me without a refund, a voucher, or any options.This isnt just poor customer service its unethical business practice. Ive submitted a formal complaint to the ********************************* and am exploring legal action.Ive used Oojo before, but after this experience I will never book with them again and will actively warn others. No one should be penalized for using a travel agency when the airline is willing to help in a crisis.Resolution requested: A full refund or travel voucher, in accordance with **************** published travel advisory for June 1317, 2025.**** and **** ****** ******************** ************

  

  Business Response

  Date: 06/18/2025

  Esteemed Bureau,
  
  Thank you for bringing this to our attention. The ticket in question was non-refundable and the flight operated as scheduled.
  While we understand the customers concerns, our agency must follow the fare rules set by the airline.
  
  *************** did not grant us permission to override these rules or issue themselves a refund or voucher. Should the airline provide such authorization, we would be happy to process it accordingly.
  
  We will reach out the passenger on the email address left on file, presenting them with the available options as per the carrier's fare rules.

  Much appreciated.

  
  

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23478574
  
  RE: Response to Fareportal (Oojo) BBB Case Rejection of Resolution
  
  
  Thank you for sharing Oojos response. Unfortunately, their reply is incomplete, misleading, and does not address the core issue.
  
  
  This is not a routine refund dispute over a non-refundable fare. This is a force majeure situationinvolving active regional conflict, drone and missile strikes near *****, and an official U.S. State Department travel warning. In response to the war conditions, *************** issued a policy granting refunds or travel vouchers for passengers scheduled to fly between June 13 and June 17, 2025. My familys itinerary fell directly within that window.
  
  
  I sent Oojo a screenshot and link of **************** publicly posted policy, and asked them to contact the airline directly to confirm. Oojo refused to investigate, advocate, or act on my behalf, stating that because I booked through a third party, I wasnt entitled to those protections.
  
  
  Now, in this response to the BBB, they are attempting to shift blame entirely to the airline while ignoring their duty of care as a travel agency. I was denied relief not because *************** refused a refund, but because Oojo declined to engage with the airline on my behalf, despite clear written guidance from the carrier.
  
  
  I reiterate that had I booked directly with Royal Jordanian, I would have been refunded or issued a voucher under their emergency travel policy. Oojos hands-off approach during a volatile and dangerous situation left my family exposed and unsupported, despite our efforts to resolve the issue calmly and through proper channels.
  
  
  I request the BBB uphold this complaint and encourage Oojo to issue the refund or pursue authorization from Royal Jordanian, as other travel agencies did under identical circumstances.
  
  
  Sincerely,
  **** ******
  
  

  

  Business Response

  Date: 06/19/2025

  Esteemed Bureau,
  
  We must reiterate that as the issuing agency, we are contractually bound by the terms and fare rules attached to each specific ticket. While the customers travel dates did fall within the advisory period, no direct waiver or refund authority was granted to us by *************** for this particular booking, despite our outreach. The policy in question was not universally applied across all channels without airline confirmation. We have a confirmation that the customers' flight operated as scheduled.
  
  We did not decline to assist the customer, we simply had no authorization to satisfy their request.
  
  Should the airline now provide written confirmation that a refund or voucher may be issued for this ticket, we remain fully prepared to process it promptly.
  Until such approval is granted, the fare remains by its original non-refundable conditions.
  
  We hope this clarifies the limitations under which we operate and the steps we have taken in good faith to support the customer.
  Without airline approval, any attempt to issue a refund or voucher independently would violate both fare rules and settlement procedures.
  
  Thank you.

  Customer Answer

  Date: 06/20/2025

   
  Response to Oojos Statement Regarding Complaint
  
  
  Dear BBB,
  
  
  Thank you for the opportunity to respond.
  
  
  Oojo claims they were bound by the fare rules and did not receive waiver or refund authority from Royal Jordanian. However, I personally contacted Royal Jordanian and was informed that Oojo did not escalate my case through the appropriate internal airline channels, which is the standard process for addressing travel disruption during an advisory period.
  
  
  My flight was scheduled for June 16 to *****, which fell squarely within Royal Jordanians published travel advisory window. While the flight may have technically operated, that does not negate the fact that many passengersmyself includedwere significantly impacted and could not travel due to the instability at the destination. In similar cases, customers who booked through other agencies were issued refunds or travel credits when their agencies properly engaged with the airline.
  
  
  I was told directly by *************** that it is the agencys responsibility to initiate and escalate refund or waiver requests through the correct internal airline channels. Oojo did not do so, and I was left to manage this entirely on my own.
  
  
  I respectfully ask that this case remain open until Oojo takes appropriate steps to re-engage with *************** on my behalf, as per the airlines stated policy. Ive made every effort in good faith to resolve this, and I hope Oojo will now do the same.
  
  
  Sincerely,
  **** ******
  
  

• Initial Complaint

  Date:06/10/2025

  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.

  I booked 2 air tickets with Oojo in September, 2024 for flight departs on Feb, *******. Due to my illness, I called Oojo phone numbers as listed on the purchase email to cancel the flight on Jan 13, 2025 and the agent transferred me to someone he called "Travel desk" they demanded me to pay $400/ticket for cancellation fee before they can give me a full refund back. At the time I didn't think of this as SCAM. I paid the cancellation fee and waited for my refund. On Feb 08, 2025, I received an email from the airline and said I didn't show up. I called Oojo to ask why and wanted my full refund back and Oojo responded that they have no call from me. I sent them the calls log and demand them to let me know who's their insider Scammer and a full refund. They keep promising that they'll get back to me but up until now (5 months) with several emails and calls from me but still nothing from them.

  

  Business Response

  Date: 06/15/2025

  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 Ms. **** 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.
  

• Initial Complaint

  Date:06/10/2025

  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 writing to formally request a refund of the $440 baggage fee I was forced to pay at the airport due to incorrect and misleading information provided on my ticket purchased through Oojo website. My first communication with Oojo was on April 28 and since then called and emailed them multiple times. When I booked my flight with **************** via Oojo, the ticket clearly stated that one checked bag and one carry-on were included per passenger. However, upon check-in at the airport, I was informed by **************** staff that no checked baggage was associated with my ticket, and I had to pay an additional $440 for my luggage. This unexpected expense caused significant stress and disruption to my travel experience.I am attaching:* A screenshot or copy of the ticket from your site showing the ticket number and baggage allowance.* The baggage receipt or payment proof from Turkish Airlines.Oojo Booking # ***GD

  

  Business Response

  Date: 06/12/2025

  Esteemed Bureau,

  We have contacted the client and are currently taking care of this request.

  Thank you for bringing this matter to our attention

• Initial Complaint

  Date:06/09/2025

  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 booked a flight through **** (Air India flight AI112, PNR: WHLJ9J, Ticket No: *************) from ****** to ***** for March 21, 2025. ********* cancelled the flight on March 21, and confirmed they would issue a full refund to Ojoo within 10 business days, as per standard airline rules since the flight was cancelled by the *******. I submitted a refund request to Ojoo the same day. Since then, Ive been stuck in a long email chain with them. For over two months, theyve just kept replying that theyre working with their refund department, but have not issued the refund to me yet. I have called and emailed them numerous times but all they say is that they are working on it. I called Air India too but they just said that they cannot assist me since I booked via Ojoo and that Ojoo will have to work with them. Despite multiple follow-ups via email and phone, theyve not provided a clear timeline. When they left me with no option. I even warned them Id file a formal complaint still no action. This has caused me significant mental and financial ********* requesting immediate help in getting my rightful refund of CAD ******** and for Ojoo to be held accountable for their negligence.I have attached the whole email chain with Ojoo. The confirmation from ********* that they had cancelled the flight, and my flight receipt with all information too.

  

  Business Response

  Date: 06/16/2025

  Dear Bureau,
  We would like to confirm that the client has been properly informed regarding the current status of the case.

  As the ticket is under the carriers control, we are currently awaiting either a formal confirmation or the actual transfer of funds, in the event that a refund has already been processed.

  Additionally, there is an active bank dispute associated with this transaction, which prevents us from initiating any refund to the original form of payment until the dispute is resolved.

  Thank you for your attention to this matter.

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23446847
  
  I am rejecting this response because: 

  1. The Bank Dispute is No Longer Active and I shared this with Ojoo on April 30 on email with  documentation from **** confirming that the dispute has been cancelled. Please find email chain attached. The reason I had to dispute the charge with my credit card company (****) is because Ojoo was not refunding me the amount even though it had been more than 2 weeks since my flight was cancelled. I had disputed the charge with **** on April 8th and my flight was cancelled on March 21st. I raised it on the ground that I paid for a service that I never received and **** was more than happy to issue a provisional refund the amount and look into this for me. However, later I took back the dispute back since Ojoo emailed me saying they wish to amicably handle this matter so I thought they will give me the refund so I took back the dispute from **** and shared this with Ojoo on April 30th and again on May 3rd. I have attached the email chain with confirmation of dispute cancelled by ****. In a few days, it will be 3 months and yet I have not gotten my refund. This is the worst experience I have ever had with any travel booking agency. I will always book directly with airlines after this terrible experience with Ojoo.

  2. Ojoos claim of having communicated with me properly is entirely beside the point. I never claimed they did not communicate with me but the fact is that it has been almost 3 months and all they say on email is that they are working on it. Their communication offers no solution other than to continue waiting endlessly. This is totally unacceptable. The core issue remains that the flight in question, scheduled for March 21st, was cancelled by the airline itself and as of today, June 17th, I have yet to receive a refund. That is simply unacceptable.

  In over 20 years of flying experience, I have consistently received timely refunds whenever a flight was cancelled by the airline, in accordance with international aviation regulations. Most recently, an Air Canada flight I booked was cancelled and the refund was processed without issue or delay. This is standard practice in the industry. It is shocking that Ojoo does not know this. Sharing applicable refund laws below: 

   Under EU Regulation 261, UK airline passengers whose flights have been cancelled have the legal right to either a full refund or a replacement flight. Your legal rights depend on the circumstances of your flight and when you were informed of the flight cancellation.

  The above mentioned law is applicable to all flight leaving the ** so this involves my Air India flight . 

  Meanwhile, Ojoo has yet to uphold the same basic standards. No amount of excuses or deflections can justify the failure to process a refund for a cancelled flight within a reasonable timeframe. I am legally entitled to a full refund, I have mentioned the applicable law above as well. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/23/2025

  Dear Bureau,

  As previously noted, the booking in question is currently under the control of the operating carrier.

  We have submitted a formal request to the responsible department to obtain an update regarding the refund eligibility; however, we have not yet received a final confirmation.
  Should the client wish to follow up or resume the process, we encourage them to contact us directly. We will be glad to provide the most up-to-date information and further assistance as needed.

  Thank you for your attention to this matter.

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23446847
  
  I am rejecting this response because:

  All I have heard since March 21st from Ojoo is that they are working on it. It is not my concern what goes on between Air India and Ojoo, since I booked a ticket that the airline cancelled, I should get a full refund for that flight in a timely manner. As far as ********* is concerned, on contacting them directly, they shared that Ojoo will need to reach out to them. It has become very clear to me that Ojoo does not care about issuing me the refund. It is a global rule that on any flight that gets cancelled by the Airline, I should get a full refund. ********* told me on March 21st that they only take 10 business days to refund to Ojoo (the agent here) and it has been over 3 months now, It is shocking how Ojoo is engaging in daylight robbery here, and is leaving me with no option than to complaint to the *********************************. I am well within my rights to demand this refund. I reject the demand by Ojoo to continue this on email with them since I have been doing that for 3 months and they have just been delaying the refund and have only told me they are working on it. I am very happy to engage with them in this public platform to earn the rest about the unscrupulous business practices of Ojoo. I demand a full refund, as is my right. 

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:06/04/2025

  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 purchased an airline ticket last year through this company on their website. I was a repeat customer. This ticket was on **************** from/to ******* to ********/******. On my return to *******, checking is at the **************, I was informed by ********* (the agency representing ****************) that the ticket was not eligible for travel. It was not a legitimate fare. I tried to contact Oojo on the spot -- you can only do it indirectly online, which is maddening -- but there was no reply. So, needing to get home, I was forced to spend $1450 for an accepted fare. I had NO choice. **************** through ********* took over the reservation and then amended it to allow me to fly. They initially wanted much more, but asked if I could travel the next day to save me some $1000 or more. I did, at my own expense. Oojo failed miserably to assist and sold me a ticke that was not any good. I had to spend a forture to correct their false sale. I paid Oojo for a full service that was NOT rendered, and for this, I protest. I want to hear from an AMERICAN executive of the company by telephone. I do not want an email or a call from a foreign call center or regular customer service. Again, an American in the executive office of the company by telephone as listed here. This debacle cost me a fortune, and it needs to be corrected on a timely basis.

  

  Business Response

  Date: 06/05/2025

  Esteemed Bureau, 
  

  Hope this email finds you well. 
  Our records indicate that  the  outbound of the ticket shows as used and the inbound exchanged by the airline.
  Once airline takes control over the ticket we are unable to process any changes or check any records in the system related to a booking. 
  As a travel agency we can not see the records added from airline side in their system, since we do not have these rights. 
  We have reached the client and advised to provide  us with a document which will confirm that you were not allowed to  board due to the fare issued on the ticket so we could further check the case and be able to assist. 

  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
  Kind Regards
  Rarity 
  
  

• Initial Complaint

  Date:05/31/2025

  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 booked 4 round trip ticket from *** to ********** (PNQ) for my family. About a week and half before departure Air India (Airline Carrier) made changes to our bookings (downgraded our seats) and we did not want to accept the changes. We called Air India and they mentioned since the changes are from their side we can cancel the tickets and get full refund. They however requested OOJO to contact them (since I booked tickets through them) to cancel the tickets. I made multiple calls and sent multiple emails but OOJO kept on ignorning my request. I kept on calling Air India and they kept on saying they have not received cancellation request. I made multiple calls 5/30 and OOJO customer service disconnected my calls three times back to back. I need them to cancel my ticket and provide full refund.

  

  Business Response

  Date: 06/02/2025

  Esteemed Bureau,
  
  Thank you for informing us of this issue!
  Upon checking our records, the tickets in question have already been exchanged with the Airline directly;
  
  This means that the reservation was re-issued with new ticket numbers for every passenger, however this was done without action from our end. As a consequence, we no longer have control over these tickets and all further procedures have to be done through **********
  
  If Air India poses difficulty in processing further changes, we can intervene and try to re-take control. But this can be done solely with the card holder's consent only.
  We remain attentive via ******************************* for further feedback in case our assistance will be necessary. Please do not forget to include your Oojo confirmation number within the claim.
  
  Thank you,
  Warm regards