Complaints

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

• Initial Complaint

  Date:05/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2023-11-29, I made a reservation through MyTrip.com for a flight from ******, ****** to ****, ****, booking reference MNY1PI. However, upon arriving at the ************** on 2023-05-10 on the date of the flight, I was informed by the airline staff that the ticket provided by MyTrip.com was invalid. Despite presenting all relevant documentation, including the confirmation email from MyTrip.com, I was unable to board the flight.As a result of this oversight by MyTrip.com, I was forced to purchase a last-minute ticket at a significantly higher cost. I contacted MyTrip.com immediately to address the issue. However, the customer service provided was unsatisfactory, with prolonged wait times and unhelpful responses. Furthermore, the ordeal caused immense stress and inconvenience, as I had to rearrange my travel plans and endure unnecessary delays.On my return, I contacted Mytrip.com on 2024-05-27 to seek compensation. They told me to contact LATAM Airline instead, which I had already done. The airline told me to contact Mytrip.com since I bought the ticket from Mytrip.com. On asking Mytrip.com's customer service to escalate the issue on 2024-05-27, I was told that a supervisor will contact me in the next 24 hours. As of 2024-05-30, I haven't received any call from them.Therefore, I am seeking compensation from MyTrip.com for the following:* Reimbursement for the additional cost incurred due to the purchase of a last-minute ticket.* Compensation for the inconvenience, stress, and disruption caused by the invalid ticket.* Reimbursement for any other expenses directly related to this incident, such as phone calls made to their only toll-free number I believe that MyTrip.com's negligence in issuing an incorrect ticket warrants appropriate compensation for the losses and inconvenience incurred. I urge the Better Business Bureau to investigate this matter thoroughly and facilitate a resolution in a timely manner.

  Customer Answer

  Date: 05/31/2024

  Hi there,

  I wanted to notify a small error in the travel date mentioned in the original complaint. I realized that I mentioned the year portion of the date of travel as 2023 instead of 2024.

  Original: However, upon arriving at the ************** on 2023-05-10 on the date of the flight,

  Fix: However, upon arriving at the ************** on 2024-05-10 on the date of the flight,

  Can I please request to fix this mistake in the complaint? Apologize for the inconvenience.

  Business Response

  Date: 06/10/2024

  Dear Mr. **************************** reviewing your booking, we found out that your tickets were reissued (045-3419095291 and 045-3419095293) on February 16, 2024, due to the schedule change imposed by the airline. These tickets were reissued correctly, and the flights were confirmed.
  
  According to the Global Booking System, the airline reissued your tickets again on March 30, 2024, adding only one flight from ****** to **** for the outbound journey. For your reference, we have included screenshots showing the tickets exchanged between us and the airline. The first image is the ticket we reissued on February 16, 2024, and the second image is the ticket the airline reissued on March 30, 2024. 
  
  It is important to note that we act solely as an intermediary and have no control over the procedures, rules, changes, or policies of the airlines. We would also like to clarify that we serve as an intermediary between passengers and airlines, and it is within the airline's discretion to deny boarding to customers based on their established guidelines. We acknowledge that you incurred additional costs due to this incident, and therefore, we recommend that you file your claim directly with the airline. 
  
  Based on the aforementioned reasons, we are unable to approve your claim.
  
  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
  **********************
  

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21782765
  
  I am rejecting this response because:

  I made a transaction with mytrip.com and paid the ticket fees to mytrip. If there were any changes to the ticket, I would expect mytrip to notify me of that. If there were any issues between the tickets issued by mytrip vs the that issue should be resolved by mytrip with the airline. This is not customer's responsibility as I was not even made aware of this change.

  Without this, it looks like mytrip simply issued a temporary ticket which wasn't valid on the date of the travel.

  Hence, I still expect mytrip to make it right and compensate me for the damages and inconvenience.

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

  Business Response

  Date: 06/26/2024

  Dear Mr. ***************************** you for your message regarding order MNY1PI.
  
  The website Mytrip.us, operated by ********* *** is an intermediary for the flight services offered on the website. We exclusively act within our capacity as an intermediary and the agreement for the provision of the flight is in effect directly between you and the airline. We are not a co-vendor in the provision of the flight services, but bound to the instructions and rules of the airlines. To that end, our role and obligations are limited for flight services not provided by us. 

  We clearly inform you about our role, as set out above, throughout our website and in our Terms and Conditions. You confirmed to have read and agreed to the Terms and Conditions, at the time of booking.

  As the reissue of your tickets were made by the airline, we would recommend you to take your claim further with the airline. We cannot be held responsible for the airline's actions, as our responsibility are bound to the mediation of the tickets, but not for any changes made by the airline. 
  
  We stand by our decision to deny your claim, as we have acted correctly in line with our role as an intermediary and also in line with the agreement entered into with you, when this booking was purchased. 
  
  Kind regards 
  Customer Relations Team 
  ********************** US
  

  
  

  Customer Answer

  Date: 07/04/2024

   
  Complaint: 21782765
  
  I am rejecting this response because:
  1. MyTrip mentioned that the airlines had made an update on March 30, 2024. However, I also received an email from Mytrip on April 10, 2024, containing the update to the itinerary with the ticket numbers. It seems MyTrip is stating that, the final tickets that they provided after the update were invalid and it is not their responsibility to ensure the accuracy of the information that they send to the customer.
  
  2. ********************** mentioned in their response - "We exclusively act within our capacity as an intermediary and the agreement for the provision of the flight is in effect directly between you and the airline. We are not a co-vendor in the provision of the flight services, but bound to the instructions and rules of the airlines". I understand that the provisioning of the flight is airlines responsibility. If the airlines had cancelled the Flight, I would definitely hold the airlines responsible. However, the issuance of a correct and valid ticket is still MyTrip's responsibility, especially since they are the ones accepting the payment from the consumer. Further, to verify what they mention about their role as an intermediary "throughout the website and our Terms and Conditions", I went through a complete customer user journey of purchasing a Flight ticket on MyTrip until the payment screen, and no where I could see a mention that they are not responsible for the tickets that they issue. Hiding this critical detail somewhere in one of the FAQs or the terms and conditions for which the consumer has to get to through multiple clicks, seems intentional and shows the lack of transparency.
  
  Lastly, MyTrip continues to say that I should talk to the airline for the compensation, but I have mentioned earlier to them that when I contacted the airline, I was told that since I booked the ticket with an agent (MyTrip) I will need to talk to them for the claim. Instead of getting the consumer to bounce back-and-forth between MyTrip and the airline, how about MyTrip compensates me and files the complaint with the airline.

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

• Initial Complaint

  Date:05/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased flexible tickets with the information I received I could change my ticket and pay the fair difference. I provided them with over 15 days were there tickets available from the airline and their website but they claimed that there were no seats available on all the days I gave them. from June 15- 30 2024. It is a lie from the airline and their website there were plenty of seats available. They gave me a ticket option of June 29th 2024 with a ticket markup of 130% from buying a new ticket online direct from the airline. They are selling a fraudulent product. with the ticket flexibility. there is no flexibility and they are lying about seat availability. the seats are available both from the airline and their website

  Business Response

  Date: 06/03/2024

  Dear Mr. ******,
  

  Thank you very much for reaching out to ***

  During the investigation, we could note that our agents experienced technical difficulties and that in the end a change was not made. We apologize for the inconvenience this might have caused and that we were unable to change your flight.
  

  Additionally, we could note that the tickets of the orders ************ and ************ have been exchanged by the airline. Have you proceeded with a voluntary date change of the travel date through the airline directly? If this is the case, you can send us a copy of the invoice and we will cover the airlines penalty they charged for the date change, or we can offer you a refund of the flexible ticket product.   
  

  Best regards
  Customer Relations Team
  Gotogate CA

• Initial Complaint

  Date:05/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father passed while overseas and I had to make an emergency trip to collect my mother, and the remains of my ************ not booked with My Trip and we accidentally had the dates for 3 months from now, called up our agent and explained the situation, they told us we had to pay a service fee, I explained my father had passed and they waived it all within 10 minutes, as you'd expect.Now with MyTrip, I spent nearly 3 hours communicating with their "customer service" centre, and explained that my autocorrect had added a single letter to one of the passenger's names, and I didn't notice until the confirmation email, as I have been stressing and the detail had slipped through. The first agent refused outright, without even offering to escalate it, the second agent lied to me about waiting times for escalation, and assured me it would be waived, the third (who surprisingly was actually helpful) also explained that it'll likely be waived, and I would find confirmation of it within an hour.I can't say I was surprised to find out a family member dying isn't enough for these people to have any sense of human decency or compassion, and was presented with a poorly worded email, barely explaining that they can't waive the fee because "the circumstances aren't enough".

  Business Response

  Date: 05/28/2024

  Dear ******************, 
  
  Thank you for your message regarding your booking with order number ************.
  
  We are very sorry to hear about your loss and the experience faced with our customer service. 
  
  Upon investigating this case, we note that you were in contact with our customer service on 23rd May 2024 and requested a name correction for the passenger *********************************** ******* (listed as ********************* ******* during the booking process). Our customer service informed you about our handling fee of 71 NZD, for this request to be checked with the airline. Our customer service department are unable to waive any fees, and they are therefore obligated to inform you about our handling fees, even if the fees are accepted by you during the booking process. You have confirmed our Terms & Conditions at the time of booking and thereby our handling fees for requested changes. 
  
  We understand your difficult situation and apologize if you feel the treatment was inappropriate. 
  
  We can also see that you made the name correction with the airline directly and used your flights on 26th May. 
  
  Kind regards
  Customer Relations Team 
  ********************** NZ

• Initial Complaint

  Date:05/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sir * Madam,I book my flight with this ************* (Mytrip) for my vacation in ******, ******. I book for a direct flight from ******* to ****** on the 7th of Sept.to depart on the 14th of Sept. When the the flight was issued it was a 24 hour round trip from ******* to ****** then to *********** and back to ******* to arrive on the early morning on the 8th of Sept. What they booked me is a 24 hour round trip from ******* to ****** and back to *******. I can't even talk to an agent so as to get the right scoop. I am hoping that your good office can get a clarification with my problem. If they cannot book me for the flight, I would like to get my money back. Your help is badly needed on my problem.Thank you very much.******************** E: mail address: ************************

  Business Response

  Date: 05/28/2024

  Dear Mr. *************************** you for your message regarding your booking with order number ************. 
  
  Upon investigating your booking, we note that you purchased this booking on 16th May 2024 for two passengers from ******* to ****** with VivaAerobus (booking number GE8GWD) on 7th September. You have also purchased a return trip from ****** to *********** with VivaAerobus (booking number 4CQXCJ) and from *********** to ******* with Volaris (booking number L9M8SV) with departure on 7th September and arrival on 8th September.  
  
  The tickets we have issued is based on your request and the flights chosen by you during the booking process. We have investigated if any errors occurred during the booking process, but nothing like that has been located. We have issued your booking with the flights you have chosen during the booking process (see attachment). 
  
  We would appreciate if you can clarify what you require assistance with, rebooking or cancellation? We would also like to clarify that your payment was immediately forwarded to the airlines, at the time of booking, and we as an intermediary always needs to follow the airline's rules in case of rebooking or cancellation. Please specify your requirements and we will do our very best to assist you further. 
  
  Kind regards 
  Customer Relations Team 
  ********************** US

• Initial Complaint

  Date:05/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the travel agent Mytrip.com to book return flights to ****** from **. One of the flight times was changed by the airline, so the agent applied to have all flights that I had booked cancelled and refunded, even though I specifically asked them not to. Now we are stuck in ****** with no way back to *********** and Mytrip.com is refusing to compensate us or put us back on the original flights at the original price.

  Business Response

  Date: 05/20/2024

  Dear ***************, 
  
  
  Thank you for contacting us regarding the flight booking purchased from our website. Unfortunately we are not able to locate any booking that matches the details that you have provided. Could you kindly send the order reference, thank you. 
  
  
  Kind Regards, 
  Customer Relations team 
  ********************** 

• Initial Complaint

  Date:05/10/2024

  Type:Order 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.

  The business still hasnt refunded me back. They have not allowed me to speak to a manager nor has one called me back. The email that they send me back in March stated I would receive my email in 2 weeks. Please see document attached.

  Business Response

  Date: 05/17/2024

  Dear ********************, 
  
  Thank you for your message regarding your booking with order number ************.
  
  Upon investigating your booking, we note that you purchased this booking on 4th March 2024 from ********-********** to *************************** and back again, with the operating airlines ********************** and ********* Airlines. 
  
  Your outbound flight with ********************** have booking number NYFDW8 and the inbound flight with ********* Airlines have booking number NNHUUD. 
  
  You have purchased your booking as two separate one way tickets, which means that the outbound and inbound flights are completely independent of each other. This is clearly stated during the booking process and also in our Terms & Conditions, which you have confirmed to have read and agreed to, at the time of booking. 
  
  We can see that you requested a partial cancellation of the outbound flight (NYFDW8) on 5th March 2024. We have on your behalf requested the refund back from the airline. 
  
  We have received a notification from your bank that a chargeback dispute has been raised by you and this means that we are unable to take any further actions, until we receive the outcome of your bank's investigation. If you have any further questions during the chargeback investigation, please contact your bank directly. 
  
  Kind regards 
  Customer Relations Team 
  ********************** US

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21694230
  
  I am rejecting this response because:
  This was booked through PayPal.  I did not book this directly through my bank nor did I make a dispute with them.  I filed a complaint through paypal stating the same thing.  You have an opportunity to resolve this through PayPal by responding to the complaint and sending the refund.  Please do this ASAP!  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/24/2024

  Dear ********************, 
  
  Thank you for your response concerning your booking with order number ************.
  
  The PayPal dispute process is similar to those with credit card payments. Because a chargeback has been initiated, we are not able to proceed with any refund at the moment. The payment is in a state that prevents us to refund it until PayPal has completed the dispute process. It can unfortunately take until the 15th of August 2024. If PayPal has not returned the funds to you at that time, please contact our customer service to request the payout of the refund. 
  
  We apologize for the wait. 
  
  
  Kind regards 
  Customer Relations Team 
  Mytrip US

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21694230
  
  I am rejecting this response because:
  PayPal said they are waiting for your response and that this will be resolved by May 29th.  See screenshot attached.  Please get back to them immediately, and issue me the refund. 

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

  Business Response

  Date: 06/07/2024

  Dear ********************, 
  
  Thank you for your reply regarding your booking with order number ************.
  
  The chargeback has been decided to your favor; thus your bank will return the amount of 189 USD to your account.
  We remain at your disposal if further information is required! 
  
  Kind regards 
  Customer Relations Team 
  ********************** US

  Customer Answer

  Date: 06/07/2024

   
  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.
  
  However,  I would like this dispute to remain open until I have actually received the refund.  Please advise. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an add on service for seating and paid 20$. I added it up after the Airlines conformed made the changes and I confirmed the changes with the agent from Mytrip.com. While I started to check in the Airline again asked me to pay for the same seat and I spent extra 9$ . I requested a refund but they said that is not refundable- but I did not received a service I paid for. This ridiculois. Why did I spent with their website 20$ and then had to pay another 9$ for the same seat. RN5Z53 The airline code May6 SFO- ******* And repeat!!! I added the seat service after I confirmed the changes with Mytrip.com. I would not reqquest those money from Turkish because I paid Mytrip.com directly and did not receive a service. I will file a dispute next 2 days if the issue is not resolved.

  Business Response

  Date: 05/14/2024

  Dear Ms. ************************************************* you for your message regarding your booking with order number MPKJJQ. 
  
  Upon investigating your booking, we note that you purchased the seat 6B from ******** to ******* for the flight with departure on 6th May. We have on your behalf added the requested seat and forwarded your payment to the airline. After the seating was issued from our side, the airline made a schedule change, which means that additional products, such as seating, is not guaranteed to be transferred to the new flight.
   
  The seating is a product provided by the airline, which means that we as an intermediary have no control over this. 
  
  We understand that this was not the solution you were looking for, but your payment was forwarded to the airline, in line with our Terms & Conditions. We are unable to refund this amount, since our role as an intermediary is to mediate money we have received back from the airline, which unfortunately not the case here. 
  
  Kind regards 
  Customer Relations Team 
  ********************** US

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21679075
  
  I am rejecting this response because: I added the seating on your website after the the airline changes the schedule and first I confirmed with your agent by chat the changes and only after that I added up a seating. Your response does not have a sense because the seating was adding after I confirmes the changes with you. You can not say that that this is an airline fault. It is not - because I confirmed the changes of the schedule on your website and then I added a seating. Refund!!!! 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked round trip air fare from ******** to *****. Order number ************. The trip from ******** to ***** on ******* Airlines was fine and on time. The return trip was on Tunis Air and the airline changed the flight time from 6:45 am on April 24 to a later departure at around 10:00 am on the same date. This would have made me late for my connecting flight from ******** to the **, so I contacted MyTrip to cancel the return flight and I made other travel arrangements. I have contacted MyTrip on several occasions via their website, and I have also called. I just keep getting the runaround. I want a refund of the return air cost.

  Business Response

  Date: 04/30/2024

  Dear ******************, 
  
  Thank you for your message regarding order ************. 
  
  We acknowledge your claim for a refund of the inbound flight (reference M83T93) due to the schedule change implemented by Tunis Air. 
  
  After checking our internal logs, we can confirm that we received your refund request on April 20th 2024 and we have therefore reached out to Tunis Air requesting an authorization to claim a refund. We have unfortunately not yet received their reply, but we are closely monitoring this. 
  
  Please see relevant sections below from our Terms and Conditions, clearly stating that we;
  ? exclusively act as an intermediary;
  ? are not part of the agreement between the consumer and the airline;
  ? take no responsibility or liability for performance or non-performance of the flight services;
  ? only refund payments where we have already received such from the applicable airline.
  
  Please note that the outbound flight with ******* Airlines (reference M7R6VO) has been utilized, and therefore, no refund is possible for this ticket. 
  
  We are hoping for quick reply from Tunis Air and a timely resolution to your concern and we will keep you updated on any progress in this case. 
  
  Kind regards, 
  Customer Relations Team
  ********************** US

• Initial Complaint

  Date:04/27/2024

  Type:Product 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.

  On December 18, 2023 my flight from ******* ******** to *** was canceled and I was unable to make the new flight. I paid Mytrip ******* for everything including the insurance in case this happened per photo #2. The airlines (Korean Air) has refunded my money to Mytrip months ago and I am still waiting for the second part of refund per photo #4. If you look at photo #3 dated April 6th, you will see I have been waiting patiently for my refund but every time I call it the same story. I have been very fair with them and given them plenty of time to resolve this. The last couple of days I have been waiting for a call from the supervisor but of course he never called. So thats when I decided to contact you. They will not tell me what the refund will be but one of the agents said it should be close to 500 dollars. I have received ****** dollars so far. Thank you *******************

  Business Response

  Date: 05/06/2024

  Dear ***********, 
  
  Thank you for contacting us regarding the flight order M75RBF. 
  
  We are sorry to hear about the refund discrepancy in your flight booking. We have checked the booking history and could see that due to a cancellation made by the airline we had applied for a refund. The amount applied was ****** EUR, but the airline only authorized a refund of approximately 200 EUR. Unfortunately we do not know the reason for the change of the amount, and we have now asked our refund team to check the situation with the airline. 
  
  Mytrip acts as an intermediary and therefore we can only refund according to what the airline authorizes. Please be assured that we will update you on the matter as soon as possible after we get the airline's reply. 
  
  
  Kind Regards, 
  Customer Relations team 
  ********************** 

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21634021
  
  I am rejecting this response because: I have waited many months for this refund but I am willing to give you a litte more time for this. I also bought travel insurance maybe put in a claim in with insurance company, Thank you *******************
  
  Sincerely,
  
  *****************

  Business Response

  Date: 05/14/2024

  Dear Mr ****,

  Following your reply regarding your booking M75RBF, we inform you that the airline did not waive penalties for the inbound, except for the refund fee, as the flight was affected by an aircraft change, hence no additional amount could be authorized from their end and we processed the amount received to your original form of payment. For more information, kindly check the refund section 10.3 of our terms and conditions.

  Please note that as an intermediary, unfortunately we are in no position to challenge the airline's decisions, rules, and policies, and are obliged to operate in accordance with them.

  In summation, we find no error on our end concerning the scope of service we offer and are contractually bound to uphold, thus we are unable to process a further amount, and please check with the airline for further clarifications regarding this reimbursement.

  We remain at your disposal,

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

  Customer Answer

  Date: 05/15/2024

   
  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:04/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight with MyTrip. 30 minutes later, I opened the booking (booking #****-637-763), where it was stated that I would be able to cancel my flight within a few hours of booking. I then canceled my flight, and the booking read "Refund request completed," giving me the impression that the refund had genuinely been issued. However, when I checked my credit card account, I noticed that MyTrip only refunded $19.97, far less than the value of the flight. When I reported this to MyTrip, the customer service representative repeatedly refused to issue a refund or connect me with a supervisor. MyTrip also refused to connect me with their fraud department. Please find attached the screenshot demonstrating the website's deceptive information regarding the refund status and the customer service agent's refusal to connect me with a supervisor.

  Business Response

  Date: 04/29/2024

  Dear ******************, 
  
  Thank you for your message regarding order ************. 
  
  After checking this reservation, we note that you have cancelled this booking using the self-service on our website. Before the cancellation was confirmed, a message has been shown that a handling fee would apply and that the cancellation would be irreversible if confirmed. Kindly see attached for an example of the message shown. 
  
  Our systems also show that the refund was processed to your account on April ********* with the total amount 19,97 USD. Please note that our handling fee of 44 USD remains non-refundable. 
  
  Though we understand this may not be the response you were seeking, we hope it has clarified our position in the matter, and we thank you for your understanding.
  
  Kind regards, 
  Customer Relations Team
  ********************** US

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21632331
  
  I am rejecting this response because:

  The "handling fee" of $44.00 was not listed, and is still not listed, anywhere on the site. Nor is a "handling fee" of 68% of the flight's value reasonable. Before cancelling, the website stated that I could cancel my flight within hours of booking, which gave me the strong impression that I would not be charged for the cancellation.
  
  Sincerely,
  
  *************************