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Business Profile

Travel Insurance

Super Travel

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Insurance.

Complaints

Customer Complaints Summary

  • 22 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/21/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We had to cancel our trip due to my mother in-law becoming ill, she had passed away. Super Travel asked us to get a letter from *********** stating they would not collect any money. We did. We were also told that we would be refunded and charged a $30 fee afterwards by super travel. So they charged us the $30 fee and never refunded us do not use this company. Their customer service is horrible. The hotel was wonderful, and was willing to give us whatever we needed at the time.

    Business Response

    Date: 02/22/2024

    Hello,

    This complaint is not directed at the right company. Our company, Super Travel ***** only provides services related to Air Travel not Hotel booking. We have never provided services to this individual. The company this complaint refers to shares our name Super Travelbut not the **** portion. Here is their Better Business Bureau profile:**************************************************************************************************************************** provide your review to that company.

    Thank you

  • Initial Complaint

    Date:12/06/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    In June 2023 I booked a hotel through super travel which is super.com . The day I got to the hotel it was not to my liking , construction and overpriced parking charge . I contacted the company via chat to ask for a refund or if they could do anything because it was a non refundable booking and was told I could get a one time exception refund after the hotel sends the email with information of booking and that they authorize a refund in full (the receptionist **************). I didnt get a refund or anything so I disputed it with my bank in July because I did not stay there and was told i would get a refund . ***** issued me a temporary refund of $134.98 . I have proof of charge at another hotel on the same nights that I actually stayed at that night along with an email from the hotel stating they wanted to give me and approve the full refund and super travel company messages . On November 28,2023 I received a letter of collections of the amount because they denied the dispute because supertravel denied the refund so now that amount is in collections . I spoke to collections they said to contact the company to get my refund to pay it back , I did 12/06/23 and was told by them that it was refunded . On 8/13 the supertravel denied it and again on 8/14 tried to charge my account again with $134.98 . I was told I would get a full refund by the travel company but when my bank submitted a dispute , they denied and said it wasnt refunded (even when I have proof they said they would in messages via chat online) . November I got a letter from my bank stating Im in collections because of that amount . I called the bank and they said they couldnt do anything because the company denied it . I am a single mother and dont have this money especially for someone I didnt stay and was told I would get a refund . I would of never stayed somewhere else if I knew this info to lose that kind of money .

    Business Response

    Date: 12/21/2023

    Hello,

    This complaint is not directed at the right company. Our company, Super Travel ***** only provides services related to Air Travel not Hotel booking. We have never provided services to this individual. The company this complaint refers to shares our name Super Travelbut not the **** portion. Here is their Better Business Bureau profile:**************************************************************************************************************************** provide your review to that company.

    Thank you

  • Initial Complaint

    Date:10/28/2023

    Type:Billing Issues
    Status:
    Answered
    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 canceled the service on October 19 2023 They decided to charge me $15 October 28 2023 Conveniently they are closed on the day they charged me.

    Business Response

    Date: 10/30/2023

    Hello,

    This complaint is not directed at the right company. Our company, Super Travel ***** only provides services related to Air Travel not Hotel booking. We have never provided services to this individual. The company this complaint refers to shares our name Super Travelbut not the **** portion. Here is their Better Business Bureau profile:**************************************************************************************************************************** provide your review to that company.

    Thank you

  • Initial Complaint

    Date:10/28/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 made a hotel reservation online using Super Travel and I brought Travel insurance in case I could not make it. Then, I could not make it because I felt sick the day before my travel date . I went to my doctor for treatment and he gave me a doctors note which I sent to them. However, they decided to deny my claim without any explanation. I contacted them and their agent could not even explain to me what's going on and told me that she had to leave.

    Business Response

    Date: 10/30/2023

    Hello,

    This complaint is not directed at the right company. Our company, Super Travel ***** only provides services related to Air Travel not Hotel booking. We have never provided services to this individual. The company this complaint refers to shares our name Super Travelbut not the **** portion. Here is their Better Business Bureau profile:**************************************************************************************************************************** provide your review to that company.

    Thank you

  • Initial Complaint

    Date:08/08/2023

    Type:Product Issues
    Status:
    Resolved
    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 looking for a refund for reservation B-******* for a stay at the Holiday Inn Express, *******, **. on June 20, 2023. Upon arriving at the hotel they did not have our reservation. I gave them my confirmation number from Super Travel and when the hotel called the person said our reservation bounced back to them as the hotel was booked. Meanwhile the money was already taken from my account and I was never contacted that the hotel was sold out. The money was never sent to the hotel and they were never paid. We were then forced to get other hotels and spend additional money. It has now been 7 weeks and over 45 days and I still have not received a refund. All I'm told when I call is that it's been escalated and the team is working on it. How long does it take to look at the details and see that this was not our fault as we did not cancel the reservation. It was never made by you to the hotel. I would like my full refund of what I paid.

    Business Response

    Date: 08/08/2023

    Hello,

    This complaint is not directed at the right company. Our company, Super Travel ***** only provides services related to Air Travel not Hotel booking. We have never provided services to this individual. The company this complaint refers to shares our name Super Travelbut not the **** portion. Here is their Better Business Bureau profile:**************************************************************************************************************************** provide your review to that company.

    Thank you

    Customer Answer

    Date: 08/10/2023

     
    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:08/04/2023

    Type:Product Issues
    Status:
    Answered
    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 07/06/2023 I booked a room for the Red Roof Inn in ******************, ** through SuperTravel.The amount was $103.78 and it was for one night on 7/7/2023. I got a confirmation and checkin was after 3pm. Around 2:30pm I was in the area and decided to run by there just to see where it was.Much to my surprise, there was no Red Roof Inn in ******************, **. I called other Red Roof's to see if there was a mix up and maybe I was booked elsewhere. No I was not and the confirmation number I gave them did not jive with theirs. So, feeling pretty squeamish about this I went to the nearest bank that my credit card was through and we closed the account. I was still charged and later made my complaint to SuperTravel, while I was on the phone with them I found a ******** page that had pictures of the demolition of the Red Roof Inn of April 2021! How can they book a room when there is no building? How can they charge taxes for said room? When I told them about the pictures they said "Okay send us the link" so I did. Then their reply was "we will probably refund you but we need a confirmation from Red Roof saying they don't have that establishment any longer. Red Roof refused to do that, because they (SuperTravel) are a third party. My confirmation number was: B_10179594 Another note about this is Mapquest showed this building as 'Permanently Closed' it's not closed it is gone and there is a Chic Fil A in it's place.

    Business Response

    Date: 08/09/2023

    Hello,

    This complaint is not directed at the right company. Our company, Super Travel ***** only provides services related to Air Travel not Hotel booking. We have never provided services to this individual. The company this complaint refers to shares our name Super Travelbut not the **** portion. Here is their Better Business Bureau profile:**************************************************************************************************************************** provide your review to that company.

    Thank you

    Customer Answer

    Date: 08/11/2023

     
    Complaint: 20424575

    I am rejecting this response because:
    I noticed that prior to filing this compliant there were others and the same response was given. I'm sure they get around this the same way. I did not complain against Super Travel, *** but SuperTravel or SuperTravel.com and they do hotel bookings so try again with the right company.
    Sincerely,

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

    Business Response

    Date: 08/14/2023

    Hello,

    This complaint is not directed at the right company. Our company, Super Travel ***** only provides services related to Air Travel not Hotel booking. We have never provided services to this individual. The company this complaint refers to shares our name Super Travelbut not the **** portion. Here is their Better Business Bureau profile:**************************************************************************************************************************** provide your review to that company. we are only deals with airline tickets, So once again find right company for complain.

    Thank you

    Customer Answer

    Date: 08/15/2023

     
    Complaint: 20424575

    I am rejecting this response because:

    I have not been refunded on a reservation that was impossible to have because there was no existing building to hold such reservation.

    Sincerely,

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

  • Initial Complaint

    Date:07/29/2023

    Type:Product Issues
    Status:
    Answered
    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 July 22, 2023, my husband made an accidental purchase of a reservation to a hotel using supertravel.com, the way that PayPal works sometimes is that if you put in your PayPal information, it automatically confirms the transaction, some thing that he was not aware of, nor did he realize was happening. He was simply trying to get to the point where he could put in a possible promotion code. Within moments of realizing his mistake, he contacts super travel where they tell him that his $544 accidental transaction is nonrefundable, and they cannot make any exceptions. It is only after persistence that they finally connect us with a manager, who then tells us that we can get a refund if we have written confirmation directly from the hotel. We called the hotel and they are happy to cancel our reservation since it was made only moments ago and would not require any sort of monetary compensation for the cancellation. Through multiple back-and-forth with a hotel and with super travel, we are able to send them the documentation that they required in order to issue a refund. When we followed up with Super travel to see if they had received the documentation, they said yes, but that it was inadequate and therefore could not issue our $544 refund.At this point, it seems that super travel is trying to steal our money. The time of the reservation has passed, and since the hotel is not receiving the money, I can only assume that it is going to Super Travel.

    Business Response

    Date: 07/29/2023

    Hello,

    This complaint is not directed at the right company. Our company, Super Travel ***** only provides services related to Air Travel not Hotel booking. We have never provided services to this individual. The company this complaint refers to shares our name Super Travelbut not the **** portion. Here is their Better Business Bureau profile:**************************************************************************************************************************** provide your review to that company.

    Thank you

  • Initial Complaint

    Date:07/23/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    Used Super Travel once for making a reservation to stay at *************** for Monday July 17, 2023. Their system keeps your credit card information without your authorization. I contacted ******** was told in order to remove my credit card, my whole accounts has to be deleted. I requested for account deletion & the only response I received was an email on Thursday July 20 stating apologies & thru will contact me in a couple of days. Today I checked & my account has not been deleted. I do not understand why I do not have the option to delete my payment method or my account. I never leave credit cards on file. I do not trust businesses who save credit card info without asking first. I want my account deleted & I never want to use them again.

    Business Response

    Date: 07/24/2023

    Hello,

    This complaint is not directed at the right company. Our company, Super Travel ***** only provides services related to Air Travel not Hotel booking. We have never provided services to this individual. The company this complaint refers to shares our name Super Travelbut not the **** portion. Here is their Better Business Bureau profile:**************************************************************************************************************************** provide your review to that company.

    Thank you

    Customer Answer

    Date: 07/26/2023

     
    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.

    How do I direct this complaint to the right business if its not who I think it was?

    Sincerely,

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

  • Initial Complaint

    Date:07/20/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 did not authorize them to take these funds off my card and when I contacts them for a refund numerous times they are refusing. To refund me my money!! Not o my that they also took 1$ off then put it back on there running a scam

    Business Response

    Date: 07/20/2023

    Hello,

    This complaint is not directed at the right company. Our company, Super Travel ***** only provides services related to Air Travel not Hotel booking. We have never provided services to this individual. The company this complaint refers to shares our name Super Travelbut not the **** portion. Here is their Better Business Bureau profile:**************************************************************************************************************************** provide your review to that company.

    Thank you

  • Initial Complaint

    Date:07/17/2023

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 July 7 2023 I made a hotel reservation using Supertravel based on a room rate I found quoted online on Kayak.com. I was charged $35 more than the quoted room rate, which is also about $35 more than if I had booked with the hotel directly. For confirmation I only received an email with confirmation code, there was no receipt/invoice listing the amount I had been charged. It was only later when I was reviewing my bank statement that I saw that I had been charge $193 rather than the $158 I had anticipated. I have attempted to resolve this directly with Supertravel and, aside from sending me an invoice, they have simply stated that these are their fees.My complaint is that Supertravel is engaging in unfair business practices using bait & switch advertising to appear to be offering competitive reservation rates when, in actuality, they are charging more than a ************** with the hotel would cost. I have often used online booking services for hotel reservations, always comparing their rates with booking with the hotel directly, and have never been over- or unfairly charged like this.

    Business Response

    Date: 07/18/2023

    Hello,

    This complaint is not directed at the right company. Our company, Super Travel ***** only provides services related to Air Travel not Hotel booking. We have never provided services to this individual. The company this complaint refers to shares our name Super Travelbut not the **** portion. Here is their Better Business Bureau profile:**************************************************************************************************************************** provide your review to that company.

    Thank you

    Customer Answer

    Date: 07/20/2023

     
    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. I will re-file my complaint with the company they have directed me to.

    Sincerely,

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

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