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:06/24/2025

  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 two r/t flight through MYTRIP on AUGUST 23, 2024 from ******* to ************* for SATURDAY, May 3, 2025 in the amount of $953.99. FOUR days before our flight was supposed to leave, MYTRIP notified me on their app (image included) that the flight changed. The airlines, ****, knew of the change back in January 2025. I tried SEVERAL times to contact MYTRIP, and was either put on hold, or hung up on or the phone just kept ringing. I even did ******** messenger and no one would respond.This is not what I paid for and I tried to work with the merchant who is in ********* and they refuse to refund. This trip cost us an extra day of hotel, car, parking, dog sitting, **** day, etc.MYTRIP is a horrible customer service and a horrible experience.I want my full refund as this is not what i paid for and you knew of the change back in January but refused to let us know until 4 days before hand

  Business Response

  Date: 06/30/2025

  Dear Ms **************** acknowledge your claim 23512587 regarding the order ************.

  Upon reviewing the reservation, we note that we sent you two emails regarding the relevant schedule changes performed by the airline on January 30, 2025 and April 21, 2025 for your trip departing originally on May 3, 2025, as displayed in the emails attached below and sent to your address. Moreover, we can see in the airline's booking system that the tickets have been used (Status F = Flown), thus no refund is possible if the service has been used.

  Additionally, we note that on May 15, 2025, you initiated a chargeback for an amount of ****** USD with an expected outcome no earlier than August 13, 2025.
  
  Until the payment dispute is finalized by the Bank, we will not be able to review further the claim.  For any further queries you may have, your bank will be the responsible addressee.

  In view of the above, we are unable to accept this claim, based on the information provided and our findings.

  We remain at your disposal.

  Kind regards,
  Customer Relations Team
  **********************
  
  

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23512587
  
  I am rejecting this response because: you never sent any emails that our flight changed. As a matter of fact, per the screenshot, YOUR MY TRIP APP shows no change. Your email that you state that you sent in January is a generic email stating there were changes, but doesnt state what changesso you never sent any emails that shows our flight changed from one day to another day. 

  My dispute with my credit card against My Trip is credited back to my account until the case is resolved, which you lied and said you let us know about the changes. Because you responded (with lies) I then have to respond back to them.
  Obviously you have 100s of complaints against you, because of poor communication/delayed flights/no customer service.

  i paid for our flight to leave May 3 on Saturdayit was changed to Friday May 2, which caused us a huge financial loss (extra hotel, car rental day, missed connecting flight, day off of work) and you let us know about this change days beforehand. I purchased a flight for Saturday May 3 not Friday May 2.

  i didnt not get what i paid for.

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

  Business Response

  Date: 07/17/2025

  Dear *** ********,
  

  We received your comments on our explanations.

  While we understand your discontent, we respectfully remind you that it is the airline that changed your flight, and not our company. Moreover, we attempted to assist you with finding another flight on the same day, however, the rebooking conditions impose that the flight is with the same airline. There is a number of restrictions that we must comply with when rebooking after a schedule change made by the airline, if the alternative flight offered by them is not accepted.
  

  In addition, an ongoing chargeback suspends any actions on the booking until its resolution. Please note that your bank is an impartial third-party and cannot be served lies. Your bank assesses our proof and decides whether to sustain or reject your chargeback. Its outcome is expected to be not earlier than 13 August 2025.

   

  Respectfully,

  Customer Relations Team

  **********************

• Initial Complaint

  Date:06/19/2025

  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.

  Date of order: 04/09/2025 Amount: ******* USD Commitment: a Travel Ticket (round trip) from ************* (***) to ****** (*****)Dispute: On 5/9/2025, ************************ emailed me that my trip had been cancelled and asked if I wanted a refund. I agreed on the same day, via email, that I want a refund ASAP. It has been 1.5+ months; no refund has been received. No ETA of refund has been provided. ALL RESPONSES ARE VAGUE by ************************'s customer service team. I have made 5 phone calls and 22+ email ************************************* HAS NOT RESOLVED THE ISSUE. They are very unprofessional.The ORIGINAL TICKET INVOICE and PDF of EMAILS are attached to this dispute submission.

  Business Response

  Date: 06/24/2025

  Dear Mr *******
  
  Thank you for your message.
  
  We understand and acknowledge your request for a refund of your reservation, and have investigated it accordingly.
  
  According to our findings, you were informed of a schedule change in your itinerary on the 9th of May 2025, with an offer from us to mediate your request for a refund to the airline. As you did ask for a refund, we reached out to Air India for an authorization to claim a refund of your flight ticket, as the policy we have received from the airline states that we must first do, before claiming the actual refund.
  
  Unfortunately, it took some time to receive said refund authorization from the airline, but rest assured that your request was continuously monitored and followed up on to attempt to expedite the process. 
  
  As we eventually received the requested authorization from the airline, the refund claim was performed and we have now been able to mediate the refund back to you, in line with the airline's policy and our terms and conditions. Please note that, in accordance with our terms and conditions, and as communicated to you in the schedule change email sent on 09 May 2025 and the cancellation email sent on 19 June 2025, some add-ons are non-refundable.
  
  Attached herein you can see the successful refund recorded in our system, as well as the confirmation email sent to you.
  
  We sincerely hope this resolves your request in a satisfactory manner, but should you have any additional queries or concerns, please do not hesitate to get back to us.
  
  Thank you!
  
  Kind regards,
  Customer Relations Team
  **********************

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23491204
  
  I am rejecting this response because:
  
  ******* USD is what I paid on April 9. And after a 2.5 months delay, you have partially refunded ******* USD.

   

  at the last minute, you unethically cancelled my ticket without any legitimate reason. Then unhelpfully wasted my time for two and a half months, and now provided a partial refund.

  
  firstly, i want full refund of ******* USD as soon as possible.

   

  Secondly, I want some compensation or services to make up for the time wastage and unhelpful experience with your customer service team.

   

   

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

  Business Response

  Date: 07/02/2025

  Dear ** ******,

  Following up our conversation concerning your claim, we understand your position, although we would like to clarify that no additional refund can be processed from our end, since not all our products you purchased are refundable, as per section 10.3.5. Therefore, we can consider this claim solved.

  We remain at your disposal for further information.

  Kind regards,
  Customer Relations Team
  **********************
  
  

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23491204
  
  I am rejecting this response because:

   

  1) I did not receive a full refund.

  2) my flight was cancelled for no valid reason, which derailed my travel plans.

  3) for nearly 2 months, no refund ETA was given, and customer service unhelpfully wasted my time.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:06/16/2025

  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 via my trip and received confirmation emails and flight details (flight ************* q4 8480 - Operated by Air Century) From **** to ********** My trip Order ************ Airline reservation or reference code -11KUR0, V29UD3 TKT-************* Day of flight, Air Century had no details of my booking, even though I showed my confirmations. The flight still took place and a member from MyTrip told me that my ticket was cancelled 3 days prior without any communication with me, no call, no email, no attempt to let me know.When asked why, My Trip told me it was a techinical issue and they cannot give me any info My trip provided no help or assistance, and I was told I have to sort this out on my own, My destination airport was **********, but they only have 1 flight per day, so I missed this I booked a new flight to ******************************** (JBQ, which was 170 km away from my ******** new flight cost me ******, and the taxi to the airport hotel cost me ****** Total - ****** ($588.46)I have been in contact with MyTrip weekly, and I get the impression they are just avoiding following up, as they keep telling me to wait for the support team to get in touch. Its been over 1 month and this is still not resolved and no one has been in touch Now the story is Air Century never confirmed my booking - regardless where the issue lies they are keeping my money I have also spoken with ************* who have confirmed the waiver code for refund last week! Still no refund..Im now late on other payments and have incurred late payment penalties elsewhere! Will be looking to follow up with legal proceedings within the next few days if nothing is refunded

  Business Response

  Date: 06/24/2025

  Dear Mr. ************************ you for your message regarding your booking with order number ************.
  
  We are very sorry to hear about your experience and we apologize for any inconvenience this may have caused you. 
  
  We would like to confirm that we have investigated this and been able to locate an technical issue, which affected your flight from **** ****** to ********** with ************. Due to this technical issue, we have processed a refund of 432.78 GBP back to your original form of payment, on 24th June 2025 (the proof of refund can be found attached). The money will be visible on your account within 3-5 business days. 
  
  We hope this will resolve the case, but we remain at your disposal for any further assistance. 
  
  Kind regards 
  Customer Relations team 
  ********************** 

• Initial Complaint

  Date:06/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They refunded the first flight but not the return fight I only got half my refund

  Business Response

  Date: 06/19/2025

  Dear Mr *****
  
  Thank you for your message.
  
  We understand and acknowledge your request for an additional and remaining refund in order ************.
  
  Upon investigating your reservation, we can see that the order you booked contains two separate and individual flight bookings, wherein the first and last leg of your journey is booked under one booking reference (KH8RVV) and the second leg of your outbound journey and the first leg of the return journey another (RJWR3M).
  
  We find no contact from you in regards to the expected refund in our system, and therefore assume you have contacted the airline directly to receive said refund. As our system identified a return of funds in your reservation, a refund process was initiated in order to mediate the funds received back to your account. Unfortunately, it appears only the refund for one of your bookings was noticed (RJWR3M), hence the amount processed was lower than you expected.
  
  We have now checked your reservation again and find that the second booking (KH8RVV) was also refunded by the airline, and we have therefore proceeded with a second refund payment to you of ****** USD, as shown by the attachment herein.
  
  In total, we have now processed a refund of ****** USD back to the account you used to purchase the reservation. To clarify, when the amounts were processed back to our account, a fee of 2.40 USD was deducted in one of the transactions, and 2.78 USD in the other, meaning we have mediated the full amount received back from the airline to you.
  
  We apologize for any delay on our end, and remain at your disposal should you have any additional queries or concerns, but hope your request has now been successfully fulfilled.
  
  Thank you!
  
  
  
  Kind regards,
  Customer Relations Team
  **********************

  Customer Answer

  Date: 06/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:06/07/2025

  Type:Sales and Advertising 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 an airfare from Mytrip on 6/5/2025. The displayed price for 6 people was $5,312. After booking my airfare they changed price to $5459 instead. So they sneaked in an extra $134 to the displayed price. This is like a bait and switch method to trick consumers. I called to ask for reimbursement for the price difference and they refused to reimburse me. Their excuse was the airline changed the price last minute. I have read many complaints with Mytrip and many stories are very similar to mine. A good company will not want to lose a customer for $134. If they dont reimburse me than they will lose a loyal customer for life. My order number is ************.

  Business Response

  Date: 06/12/2025

  Dear **********
  
  Thank you for your message regarding your order with reference ************.
  
  We acknowledge your complaint regarding the airlines increased price for these tickets.
  
  We have checked this booking and note that the initial price that was found by our systems and these tickets was ******* USD, but unfortunately, this requested booking class could not be confirmed due to availability issues from the airline. Due to this, you were notified prior to completing the payment and confirming the booking, that the price had increased to ******* USD which was accepted at your end. Kindly find the attached copy.
  
  Due to the above, we find no errors at our end and therefore cannot accept your claim for 134 USD.
  
  We remain at your disposal if you should have any questions.
  
  Kind regards,
  Customer Relations team
  ********************** US

• Initial Complaint

  Date:05/20/2025

  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.

  (Order ID: ************* am submitting this complaint against MyTrip due to the unacceptable customer service and failure to process a refund for my canceled flight booking (Order ID: *************. My flight from ******** to ******* was canceled, and I immediately reached out to MyTrip for assistance.I called MyTrip three times and was promised a call back within 24 hours. Despite repeated assurances, I never received a return call or any communication from their ******* flight date has already passed, and I am yet to receive any update or follow-up regarding my refund, either from MyTrip or the airline involved (ITA).After waiting for a reasonable period with no response, I followed up again with MyTrip but still have not heard back. This ongoing lack of communication and failure to address my refund request is causing significant frustration.I am extremely disappointed with the way MyTrip has handled this situation. I was expecting a basic level of professionalism, which has not been provided. I am now seeking a prompt and full refund, as well as a clear explanation of why this issue has not been resolved.I would like BBBs assistance in facilitating a resolution to this problem, as my patience has run out with MyTrips continued silence on this matter.

  Business Response

  Date: 05/27/2025

  Dear Mr. ******************* you for reaching out to us regarding the order number NTT7IN for which you lodged a complaint with this authority.
  

  We investigated the booking and found that you booked a return trip from *******, ****** to ********, ******, with departure date 12 April 2025.
  We note that you travelled the outbound, but could not use the inbound, as the airline cancelled the flight segment from ******** to ****, offering an alternative on 20 May instead of the initial flight scheduled on 17 May.
  

  According to our communication records, you requested cancellation and refund of the inbound. Typically, when a major schedule change occurs, the customers are given three alternatives: to accept the changes (if they find them suitable and they do not create a misconnection,an impossibility to use the next flight, if any), to rebook to a more convenient date the affected flight, subject to the airlines terms and conditions, or to request refund. In the last two scenarios, we need the airlines approval to proceed. In this case, as you requested refund, we sent an email to the airline to request such approval. The email was sent to ************ on 21 May. The airline has never responded to date to our email. Without the approval, we are unable to proceed to any actions.

  Please note that communication between us and the airline is always in writing, for probatory purposes.

  In the absence of any response, we called the airline and were advised to proceed with application for refund, but we encountered an issue: in order to claim refund from the airline, the flight segmentsstatus must be open. In this case the inbound flight segments are exchanged (Exhibit 1).This means that the ticket was exchanged, most probably further to your request and communication directly with the airline.
  We cannot take any action right now because it is technically impossible to submit a refund application for an exchanged ticket.
  

  The above being said, we will request the airline to clarify why the inbound was exchanged and if the refund is possible.
  
  Thank you for your understanding.

   

  Respectfully,
  Customer Relations Team
  **********************

  Business Response

  Date: 05/27/2025

  The attachment did not go through, please find it here (Exhibit 1).

  Business Response

  Date: 05/27/2025

  Mr. *****,

  Please be informed that we managed to submit the refund application today. As soon as we receive the funds from the airline, we will proceed with remitting you the refunded amount.

  We apologize for the situation and assure you that we will do our utmost to solve the issue as soon as possible.

   

  Kind regards,

  Customer Relations Team

  **********************

   

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23354570
  
  I am rejecting this response because: The inbound trip back to ******* from ******** was exchanged by the Airline. HOWEVER - The exchanged flight, for May 23, WAS ALSO CANCELED. Hence, also the "new" flight offered by the airline was canceled, and I had to book a different flight with different airline in order to get back to ********

  My new flights costs were WAY above, costed me $1440 to get back to ******* (please see attachment), in addition to costs i incurred for being extra few days in ****** as MYTRIP was not able to put me on a different flight for some reason( Although I was able to see online that there are other options available).

  When I contacted ITA airline they made it VERY CLEAR that in order for me to get the refund, MyTrip as my agent should contact ITA and deal with it. I have it all recorded. 

  Please contact them again and verify that the exchanged flight in May 23 was also canceled. I am expecting a refund for this flight ASAP, not to mention that I should demand compensation from MyTrip for the HORRIBLE service and not being able to put me on a different flight with different airline, although there were options out there.

  
  Sincerely,
  
  *** *****

  Customer Answer

  Date: 05/27/2025

  Please see the screenshot saying clearly that the flight in May 23 has been cancelled as well, and that I should contact the agent for any required support. 

  Business Response

  Date: 05/28/2025

  Dear *********
  
  Thank you for your message.
  
  We can confirm that the refund application has been submitted to the airline with reference 0050532451 and is still pending from the airlines end.
  
  We would also like to clarify that it is not possible to rebook a ticket to a different airline. If the ticket owner is, for example, ***********, the new flights also must be with *********** and cannot be changed.
  
  We are hoping for a quick reply from the airline and will keep you updated for any progresses.
  
  Kind regards,
  Customer Relations team
  ********************** CA

  Customer Answer

  Date: 05/28/2025

  I am rejecting this response because: The inbound trip back to ******* from ******** was exchanged by the Airline. HOWEVER - The exchanged flight, for May 23, WAS ALSO CANCELED. Hence, also the "new" flight offered by the airline was canceled, and I had to book a different flight with different airline in order to get back to ********
  
  My new flights costs were WAY above, costed me $1440 to get back to ******* (please see attachment), in addition to costs i incurred for being extra few days in ****** as MYTRIP was not able to put me on a different flight for some reason( Although I was able to see online that there are other options available).
  
  When I contacted ITA airline they made it VERY CLEAR that in order for me to get the refund, MyTrip as my agent should contact ITA and deal with it. I have it all recorded. 
  
  Please contact them again and verify that the exchanged flight in May 23 was also canceled. I am expecting a refund for this flight ASAP, not to mention that I should demand compensation from MyTrip for the HORRIBLE service and not being able to put me on a different flight with different airline, although there were options out there.
  
  
  Sincerely,
  
  *** *****

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23354570
  
  Thank you for your recent response and for confirming that a refund application has been submitted to the airline under reference number 0050532451.

  
  However, I must clarify a critical point that has not been properly addressed in your communication. While I understand that airline tickets cannot be transferred to a different carrier, as my travel agent, MyTrip had the responsibility to assist me in finding an alternative solution when both my original and exchanged inbound flights were canceled.

  
  During the week of the flight disruptions, I was offered an alternate return route via ***********, which I was willing to accept. However, when I called shortly after to proceed with that option, I was told over the phone that it was no longer available, despite the same route still being visible and bookable online. This contradiction created unnecessary delays and confusion, ultimately forcing me to independently purchase a new ticket for $1,440 to return to ********

  
  In addition, I incurred further expenses from having to stay additional days in ****** due to the lack of timely rebooking support from MyTrip.

  I contacted *********** directly, and they made it clear that MyTrip, as my booking agent, must handle the refund process. I have this communication recorded.
  Given the above, I respectfully request the following:

  
  A full refund for the canceled inbound flight on May 23, including confirmation that the airline is processing it;

  An explanation of why I was offered the *********** route and then told it was unavailable, despite being bookable online;

  Consideration for compensation due to the lack of timely support and the added costs I incurred as a result.

  
  I expect timely follow-up and a clear timeline regarding the pending refund process. If no resolution is offered, I will continue to pursue this matter through all available consumer protection channels.
  Sincerely,
  *** *****
  Order ID: ************

   

  Business Response

  Date: 06/05/2025

  Dear Mr. *********************** you for reaching out to us.
  
  
  Regarding your booking, we wanted to update you that we have not yet received the refund from the airline. Please be aware that all refunds are processed by the respective Service Provider, and as an intermediary, we have no control over their processing timelines. As stated in our terms and conditions (sections 9.3.2 and 9.3.3), we can only process a refund once we have received the funds from the Service Provider.
  
  
  Concerning the alternative route via ***********, our records indicate that this option was initially offered and subsequently withdrawn by the airline. It's important to remember that the agreement for your flight is directly between you and the airline. As outlined in our terms and conditions (section 3.2.1), we do not accept contractual responsibility for the performance or non-performance of your flight, as the operating airline holds sole responsibility.
  
  
  Regarding your claim for additional expenses, please note that we have no control over airline schedule changes and, as per our terms and conditions (section 3.4), we cannot accept liability for any costs incurred as a result of such changes.
  
  
  To summarize, we have already taken all necessary steps to request the refund from the airline and will continue to monitor your case closely on your behalf.
  
  
  We remain at your disposal for any further clarifications.
  
  
  Kind regards,
  Customer Relations Team
  ********************** 
  
  

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23354570
  
  I am rejecting this response because:

  Your last message, dated June 5, stated that the refund is pending from the airline and that you would continue monitoring the case. Since then, I have received no updates, no refund, and no indication of progress. This is not only unacceptable but also reflects serious neglect in customer service and responsibility.

  
  To reiterate:
  Both the original and rebooked inbound flights were canceled.
  I had to independently purchase a new flight to return to ******* at a cost of $1,440.
  *********** confirmed you must handle the refund request as my booking agent.

  You have already received sufficient documentation and evidence confirming these facts.

  
  At this stage, I am demanding:

  
  Immediate confirmation of the current refund status and a specific refund timeline.
  Escalation of this case to a senior manager if no response is received within 3 business days.

  
  Please be advised that failure to respond or resolve this matter promptly will result in further formal action through consumer protection bodies, credit card chargeback, and potentially small claims court.
  I expect your full cooperation and a resolution without further delay.
  Sincerely,
  *** *****
  
  Order ID: ************
  

  Business Response

  Date: 06/26/2025

  Dear Mr. ******************* you for your message regarding your booking with order number ************. 
  
  We would like to confirm that we received the refund for the inbound flights from *********** on 18th June 2025 and we have successfully mediated the received amount of ****** CAD back to your original form of payment on 19th June 2025 (proof of refund attached).  
  
  Since we have finalized the refund from our side, we have fulfilled our role as an intermediary. 
  
  If you have any further questions, we remain at your disposal. 
  
  Kind regards 
  Customer Relations team 
  ********************** 

• Initial Complaint

  Date:05/19/2025

  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.

  5/16/25 I made a purchase for round trip plane ticket through Mytrip. I agreed to a price of $1356.99. It went through and everything seemed fine. I got a notification confirming the order then when I looked the price was $1872.99. They charged my bank $1356.99 then refunded it immediately and charged me $1872.99 without any notice. Same thing happened to my girlfriend but they ended up charging here over $2000 and her bank even confirmed the original price of under $1400. Have all the receipts and everything and they are refusing to give me a refund after I called 3 times and one of the people even hung up on me. This was the most blatant false advertising and credit card fraud.

  Business Response

  Date: 05/20/2025

  Dear Mr ********************* you for reaching out regarding your recent booking made on May 16, 2025, through Mytrip, with reference number ************, associated with case number ********.

  We understand your concerns and appreciate the opportunity to clarify the situation.
  
  We would like to explain that the prices displayed on our website are sourced directly from the airlines' systems and are dynamic, meaning they can change in real time based on seat availability, fare rules, and updates from the airline. Unfortunately, this means that between the time a fare is displayed and the time a booking is finalized, the price may increase or decrease.
  
  In such cases, the system prompts the customer to review and accept the updated price before proceeding. A reservation is only completed once the customer accepts the final fare and confirms payment.
  
  We can confirm that the charge was then transferred to the airline for ticket issuance. However, since you exercised your right to cancel the reservation within 24 hours of booking, the cancellation request was initiated, and we are currently awaiting the refund from the airline. Once the airline returns the funds to us, we will process your refund accordingly.
  
  We hope this explanation clarifies the matter. Should you have any further questions or require updates on the refund status, please dont hesitate to contact us.
  
  Kind regards,

  Customer Relations Team 

  ********************** 

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23349618
  
  I am rejecting this response because:  That is a complete lie. I was charged the original price of under $1400, refunded that price, then charged over $1800 when I had never seen that total. Same thing happened to my girlfriend. She also had to confirm with her bank about the original purchase under $1400 but yet was charged that, refunded it immediately, then charged over $2100.  We have screenshots of all of this. Then with the refund we are still charged $44 EACH as a fee.  I have never seen such blatant credit card theft and false advertising.  I was never notified that the price had changed otherwise I would have never gotten it from this website.  I am going to make sure no one I know uses ************************** ever again. And when I called they also let me know this was through ***********.  I was also supposed to get a call from a supervisor the day that this happened and I never did. I was hung up on the first time I tried calling.  Then they try to make me sound like Im dumb for not seeing the total price. I paid through Apple Pay and confirmed the total of under $1400. So for 5 days almost $4,000 is being charged to my credit card.  This is without a doubt the worst Ive ever seen a company try and scam someone so obviously.  I want mine and my girlfriends $44 fee back($88 total).  And I would like to talk to a supervisor or someone who actually can do something about this 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/27/2025

  Dear *** *******,

   

  I am glad to confirm that we refunded today the amount of 1828.99 USD into your initial method of payment.

  Please accept my apologies for the delay. 

  Thank you for your feedback, this helps us to identify any issues and improve every day.

  Do not hesitate to contact me for any questions or information.

   

  Respectfully,

  Customer Relations Team

  **********************

   

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23349618
  
  I am rejecting this response because: I am just getting $44 stolen from me. They lie about the price then waste a bunch of my time then I have to pay a fee for it? Ridiculous. Worst company I have ever dealt with.  Will make sure to tell everyone I know to stay away from ************************ and *********** any chance I get. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/14/2025

  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.

  On 13/5/2025, I purchased a flight through MyTrips website. The total cost displayed at checkout was $1,495 CAD. I entered my payment information and clicked Pay. Immediately after, a small pop-up appeared stating the price had changed to $1,733.60. The change was subtle and not clearly flaggedI accidentally confirmed before fully realizing the price had increased.The entire flight booking was canceled, and the airline refunded $1,528.00 CAD, which covers the airfare portion. However, MyTrip has refused to refund the remaining $205.60, which was charged for a flexible ticket add-on that I never explicitly consented toespecially not at that increased final price.This is a clear bait-and-switch tactic: the site presents one price to the customer, only to increase it after payment details are entered. I never would have confirmed the purchase at the higher price, nor chosen the optional flex add-on at that cost.I have contacted MyTrip customer support and received a refusal to refund the $205.60. I am requesting a full refund of the $205.60, and that MyTrip be investigated for deceptive and misleading checkout practices.

  Business Response

  Date: 05/16/2025

  Dear *********
  
  Thank you for contacting us regarding your order with reference ************.
  
  First, we would like to apologize for any inconvenience experienced. We assure you that we strive for the best to assist you, and your feedback is valuable for us.
  
  Upon investigating your order, we note that a price increase indeed occurred during your booking process. The reason for this was the initial fare found with the airline and this booking, unfortunately no longer was available, and therefore, our systems has searched for the next available fare which was shown to you prior payment and also accepted. 
  
  We also note that you have contacted us regarding this and requested a refund of the fee charged for the extra product Flexible ticket, as the airline had confirmed a full refund to be processed for the flight booking directly into your account.
  
  We understand that there must have been a misunderstanding on our end in regard to a refund for the Flexible ticket as per same-day cancellation (Void), and we apologize for this. A refund for this product has now been processed on our end with the total amount of ****** CAD. Kindly find the attached proof of this transaction.
  
  We remain at your disposal if you should need any additional information.
  
  Kind regards,
  Customer Relations team
  ********************** CA

• Initial Complaint

  Date:05/07/2025

  Type:Order 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 a ticket for my mother in September last year through this travel agency. On the week of the travel my grandma health deteriorated and she passed away on the day of the trip, therefore my mother could not travel. We canceled the trip and ************* authorized my trip to refund us the money. My trip has never refunded us the money, they kept the money and always gives us an excuse (the system has a problem). It has been 6 months that we are fighting with this company for the refund.

  Business Response

  Date: 05/08/2025

  Dear Ms. ***** ********, 
  
  Thank you for your message regarding the booking with order number ************. 
  
  Upon investigating this reservation, we note that this booking was purchased on 1st September 2024 for *************** ******** and ***************** ******** with the following travel plan; 
  
  - ******* to ****** on 13th September 2024 (booking number CIKD4J)
  - ****** to ******** ******** on 14th September 2024 (booking number WQV25R)
  - ******** ******** to ******* via ****** on 13th December 2024 (booking number 4QQ77M)
  - ******* to ******** ******** via ****** on 12th January 2025 (booking number 4QQZAM)
  
  This booking is purchased under four separate booking numbers, which means that the different booking numbers are completely independent of each other. However, *********************** is the operating airline for all flights and the total amount paid for this reservation was ******** BRL (******* USD). 
  
  We are currently in contact with *********************** for them to confirm the status of the flights with departure in September 2024 (CIKD4J & WQV25R), as we have no access to see this from our side. We are currently waiting for the airline to get back to us with the necessary information.

  We can confirm that we have been refunded for the flights from ***************** to ******* via ****** (4QQ77M) and our refund department has therefore initiated the refund of ******* BRL via our partner Hyper Wallet (powered by ******). We have been unable to finalize the refund back to the original form of payment and this is the reason the refund has been initiated via Hyper Wallet, for the required bank details to be shared with us. An email has been sent on 8th May 2025 to the email address we have on file for this order ************************ As soon as the required bank details has been received via the link in the email, Hyper Wallet will finalize the refund to the provided bank account.

   When it comes to the flights from ************;******** ******** via ****** (4QQZAM), our refund department is currently in contact with the airline for the required authorization, for us as an intermediary to be allowed to request a full refund back from the airline. Our refund department will take the needed actions as soon as they have received the response from the airline.

  If you have any further questions, we remain at your disposal. 
  
  Kind regards 
  Customer Relations team 
  **********************
  

  
  

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23297313
  
  I am rejecting this response because: when I called to cancel I canceled the entire trip both ways, not only the way from ****** to *******. Neither myTrip nor Azul told me they were canceling only one way.  I have the email that I received saying my trip was canceled. I want the full refund as I did not use these tickets. It was the death of the passengers mother. I do not understand how can it be so difficult to get a refund. I am attached here the communication I got from MyTrip and the communication says the order number was canceled, at no point I was informed only one way was canceled. I want the full refund!!! 
  
  Sincerely,
  
  ****** Pompa ********

  Business Response

  Date: 05/09/2025

  Dear Ms. ***** ********, 
  
  Thank you for your message regarding the booking with order number ************. 
  
  We would like to confirm that we have been in contact with *********************** and they confirmed to us that both passengers used their tickets from ******* to ****** (booking number CIKD4J) and from ****** to ***************** (booking number WQV25R) in September 2024. As these flights has been used, the airline is not allowing any refund, as the service was delivered successfully. 
  
  As mentioned in our previous response, we have successfully received the authorization from the airline for the flights from ***************** to ******* (booking number 4QQ77M) and the refund for these flights has been initiated and the payout will be finalized as soon as the bank details has been received. 
  
  We are still in contact with the airline regarding the flights from ******* to ***************** (booking number 4QQZAM) and we will apply for a full refund as soon as we have received the necessary instructions from the airline. We can assure you that we are doing our very best to handle your queries with priority, to be able to resolve this case as soon as possible. If our refund department need any additional information to be able to claim the refund back from the airline, they will reached out on the email we have on file. 
  
  If you have any additional questions, we remain at your disposal. 
  
  Kind regards 
  Customer Relations team
  **********************

• Initial Complaint

  Date:05/05/2025

  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 regarding my **************** reservation on May 13 booked through your platform. Order id ********** Due to the India Pakistan conflict Pakistani airspace is restricted This is causing significant delays over 5 hours daily for flights departing ***** including mine My inbound flight now reroutes via ****** and is regularly delayed making it very likely I will miss my Contour flight This delay is not my fault It is due to an active geopolitical situation I will inform you at least 10 hours before departure if I cannot make it Mytrip com is offering no refund while had I booked directly with the airline I would have received flight credit or free rebooking without question I am asking for either refund or flight credit as the bare minimum under these circumstances considering I am under a lot of stress and I will miss an important meeting I have anyways If Mytrip com continues to refuse it clearly shows your company puts policy over fairness even in emergencies and is just interested in milking its customers

  Business Response

  Date: 05/06/2025

  
  Dear Mr. *****

  Thank you for your message regarding order ************.

  We would like to begin by expressing our sympathy for your situation.
  
  We have checked your order with booking reference DYRVDW (airline reference 12SU30) and note that this flight is for a departure from ************* arriving in ********** on May 13th, 2025, with the operating carrier ****************. 
  
  As per our understanding of your claim, it seems as you have another reservation purchased directly via an airline travelling from ******** (or *****) to ************* of which we have no access or control.
  
  Kindly note that the other reservation you are referring to is not related to the booking with **************** (DYRVDW) as they are completely independent of each other.Therefore, any changes or cancellations, ****************s fare rules apply of which we, as an intermediary, are obliged to operate in accordance with.
  
  If you would need to rebook the flight purchased via us with ***************** we recommend that you contact our customer service department who will assist you with this.
  
  Due to the above, we are unable to accept your claim for 95 USD as we have not breached our contract with you as an intermediary. We cannot also not be held responsible for a possible future delay with a flight booking not purchased via us.
  
  We understand that our response may not be the one that you were hoping for,however, we trust we have provided a clear explanation as to why we are unable to consider your claim.
  
  Kind regards,
  Customer Relations team
  ********************** US

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23290965
  
  I am rejecting this response because:

  What is the point of booking through you

  Just harass customer

  You do have the power but you just won't help

  This is an unfortunate situation

  Did you not watch the news of the evolving attacks

  I could have booked through airline and had no problem

  You can still have the airline process the credits but you are a nasty company who will never help

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 05/09/2025

  Dear Mr. ****************** you for your message regarding the order ************.
  
  We understand your frustration and regret that you feel dissatisfied with the outcome of your request. Please allow us to clarify our position.
  
  The booking in question is entirely separate from the flight that you refer to. As such, it is not linked to the disrupted itinerary and does not qualify for a refund under the airlines current policy. We are bound to follow the terms and conditions of the airline, and in this case, the ticket remains non-refundable.
  
  The airline's fare rules;
  BEFORE DEPARTURE
  TICKET IS NON-REFUNDABLE.
  
  As an intermediary, our role is to assist with the administration of your booking and to facilitate communication with the airline where possible. However, we do not have the authority to override airline policies or issue refunds beyond what the airline permits.
  
  We truly regret the inconvenience this situation may have caused, especially under difficult and unforeseen circumstances. While we do not have control over operational decisions made by the airline, we are committed to supporting our customers within the limits of what is possible.
  
  We can also confirm that you have previously been in contact with our customer service team regarding a rebooking of your flight made through us. At the time of contact on the 1st of May 2025, the total cost to rebook was 44 USD. If you still wish to rebook your flight to another date, we recommend that you contact our customer service department, who will be happy to assist you further. 
  
  Since we are unable to request a full refund or credit from the airline on your behalf, due to their policy applicable to this booking, we regret to inform you that we remain unable to mediate the amount requested of 95 USD. 
  
  Kind regards,
  Customer Relations team
  ********************** US