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Important information

• Additional Info:

  BBB has received a pattern of complaints involving advertising practices, sales practices, and billing issues. Consumers filing complaints and negative reviews have stated that they were led to believe they were calling their airlines directly to alter reservations and instead were unknowingly directed to this company. Consumers informed BBB that when talking to the representatives, they identified themselves as being with the airlines, not this business. Consumers stated that they made changes to their flights and gave credit card information based on their assumptions that they were dealing directly with the airlines. Subsequently, the consumers had unexpected charges assessed to their credit cards.
  
  In February 2021 and March 2022, BBB contacted the business requesting information as to why the business believes the customers are filing the complaints, and what actions the business has taken to help eliminate the causes of complaints.
  
  The business submitted the following as a responses to the BBB inquiry:
  
  "According to our customers' complaints, we thoroughly checked and found in most cases where we received a complaint that the customer was in a rush to book flights or make changes to flights and did not read the payment authorization document sent to them to authorize the charges, as the document clearly indicates the name of the business and the services provided. In some cases, the complaints were based on miscommunication."
  
  "We took these complaints as an opportunity to improve even further and offer the best service to our clients. We established new standard operating procedures and made amendments to certain existing procedures. The agent will verify the name of the business and the services provided at the beginning and end of the entire conversation with clients, the Quality team will monitor all call logs and our agents will regularly receive feedback to minimize errors. We currently provide documents to client to review purchase/product and see our company name and approve it accordingly and will continue to do so. We have very flexible refund policy as we understand good customer service matters."
  
  "In accordance with the new policy, the customer will need to carefully check the payment authorization document that we provide with every booking and then we will provide the services. The payment will only be processed once the fee and services provided are clearly identified by the customer. We have also increased the number of customer service representatives to enable us to resolve customer issues immediately. Customers will be able to view our customer service number in the payment description for any amount which has been invoiced by us."
  
  The business website was created on 2/25/2010 and is located in UK, US, India and Greece.