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:07/11/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Form Is Attached

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  1/5/25 - We were a family of 8 people just completing a New Years cruise out of the Port of ********* ******We were getting ready to depart the ship at 9am for a bus ride to ********************* (HOU) airport for scheduled flights with *************** to depart at 4:35pm that day. At approx. 5:15am I received a phone call from a person identifying themself as *************** Agent stating that our flight had been canceled due to "Mechanical Issues" and we would need to be re-booked on a new flight. The agent had complete information with each member names, our flight information with confirmation numbers for bookings. She was able to re-book us on a new flight but stated she would have to charge us for the change/re-booking fare to complete the ticketing. I told her that we already had paid air fares and should not be charged, but she stated she needed to charge $5590.98 to complete the booking. We did contact *************** directly, only to be told that they likely rolled over to a 3rd party and not responsible. Upon returning home we found we had received an email dated 1/5/25 9:43am from a ***** ****** regarding a charge/re-booking error and that a credit of $5590.98 was due and be completed between 2/10/25-2/15/25 for the full amount. Phone call confirming the refund with *****. After not receiving the promised refund we have made numerous calls, talked to ***** 4 times and various individuals who all refer us back to ***** only to have no calls returned. We have been told of extension dates for expected refund crediting only to see no refund. We contacted our bank regarding a possible fraud issue, card canceled and new one issued. **** provided a new contact "****" only to be told ***** had to complete refund. ******* phone has been disabled and reconnected only to be ignored for call backs. We have contacting our bank again to investigate the fraud complaint. ************************** is using legitimate corporate name in not good faith.

• Initial Complaint

  Date:05/19/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Mistakenly, my Mother called Airtravelpad instead of ***************, to confirm a flight, they convinced/tricked my Mother that her holiday flights were going to be canceled because they were not confirmed. Airtravel Pad used her credit information and charged an additional $ ******* to her credit card. My Mom's airline tickets were never in jeopardy of being canceled by ***************. When she challenged the representative from Airtravelpad, he emailed her saving that a refund would be processes within ***** days. No refund was given, she contacted ******** - her card provider, and was given a temporary credit while they investigated. ******** contacted the bank that ************ uses and asked for a credit. This dispute started in January 2025. ******** reversed the credit in February because the bank for ************ has refused to respond. Many discussions and back and forth with ******** - they refuse to assist any further claiming that they are following Mastercards rules. The phone number of the Airtravelpad representative is disconnected and email address is not active. I see other complaints online about Airtravelpad to BBB, Hopefully you can help recover the money. Very disappointed in Citi's lack of effort to help resolve this, and sounds like Airtravelpad has a history of this sort of scam. Lastly, have called the 888 number listed and asked to speak with a Manager and they asked why - I told them and got hung up on. Tried a second time and now my number is blocked.

• Initial Complaint

  Date:05/18/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 thought I was calling the ************** **************** line to request a refund for an airline ticket that could not be used due to illness. The agent on the other end implied they were from Delta and could ONLY process a refund if the original ticket of $288.95 paid to ***** was cancelled and a new upgraded refundable ticket was purchased for an additional cost of $678.98. The additional charge was placed on my credit card and a receipt on Delta letterhead was received at that time. The agent then issues a refund letter which stated I would receive a full refund of $967.93 between Jan 15 and Jan 20 of 2025. No refund has ever been received and when I inquire about why they keep telling me it would have to be investigated and I would get a response within 24 hours. Never have received a call back yet after numerous attempts find out where my refund is. Since then, upon some research of the following phone numbers **************, **************, **************, **************, I have discovered there are hundreds of various airline customers that have been defrauded the same as myself by these people.

• Initial Complaint

  Date:05/16/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 was supposed to provide a refund to me in the amount of $4297.86.

• Initial Complaint

  Date:04/23/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Upgraded an existing cruise on 2/8/25 through a third party (not known at time it was a 3rd party) the total paid was $2,508 in two transactions $2,310 and $198 on the same credit card by two different companies, of which a credit was promised on the credit card totaling $698 by 3/28/25 plus a correction on the cruise carriers website of the updated booking, this has not occurred. I became concerned almost immediately because there are several company names involved in this transaction, 1. Icruise; 2) The World Today; 3) ****************; 4.) Airline Fare; 5.) Airtravelpad.com. I have made ***eated calls to the company, I honestly can't say which company it is and the employees do not answer questions. The original sales ***** name is *** ******* at ************ or ************ who has become unresponsive. I spoke to another *** named ****** who told me to dispute the charge with the credit company and hung up on me. I believe the company(***) are fraudulent.

• Initial Complaint

  Date:04/21/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  FAKE website posing as ******************* and customer service. We book with Allegiant in February for a March trip. When date got closer we noticed no carrier on luggage added to tickets. Called what we thought was Allegiant to add carry-on. AI-BOT FAKE Site directed us to ****** Service of a fake company called ****************, the name which we discovered much later after returning from the trip. The C.S. lady Salina @ ************ said she would refund our original Allegiant fare and rebook it with the carry on. I though a strange way of doing it but we oked in desperation. After not getting the confirmation in email of the refund we called ALLEGIANT real **************** and they confirmed that the other company was not affiliated with them or was able to refund or issue tickets. I called the Salina back tracing backward phone numbers. She it was a mistaken charge and she will refund it. She said the refund will show in the next billing cycle be patient. I waited.I called again and of course my caller ID kept me from getting through. After much research I found an ************** phone number. This goes to reservations ONLY. Any fake *** answers that line. They all put you on hold for 15 minutes then come back to either transfer you to a dead extension or tell you wait for another 15 days for some foolish banking reason.I've talked to the Following people ALL FAKE from the ****************** with SPOOF Numbers.Salina = 1-************ ******* ***** = ************** **** ***** = ************ **** ******* - travel desk reservation number ************** ALL FAKE.... HUGE TRAVEL SCAM NETWORK - BEWARE!!!!*********** is working on this scam to refund my money and all other charges they added to other flights, BBQ place, ******** and more...

  Customer Answer

  Date: 05/21/2025

  The credit card company *********** deemed it a scam and refunded my money.

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 first bought a round trip ticket from *** TO ****, **** from ************** thru **** TICKETS ON SEPT 23 2024, I paid ********, included ****** for insurance. Leaving LAX ON 12/23/24. On 11/30/24 I called ASAP to change date of departure for earlier due that my brother was getting worse of his kidney cancer. I was told I had to pay an extra of $892.61, which I decided not to do. I look for ************** Reservations and found this tel.************. ***** ****** answered, she told me she was from *****. I explained her my whole sty and she said she will help me. After being on the phone for over 2 hours, back and forth, because shes did she was consulting to her team, she told me that I had to buy a new ticket going thru LATAM direct flight, leaving on 12/14/24, and I paid $1,024.75, and she also said to pay the xtra $892.61, BUT THAT THIS LAST SMOUNT ALONG WITHTHE ******** I paid to ASAP was GOING TO BE Refunded TO ME TO MY CREDIT CARD. She said she initiated the refund inquiry on 11/30/24. She sent me an email with all this info. When I got this email I noticed it said AIRTRAVELPAD and not DELTA. Anyways, she said the refund will be in my credit card by mid January 25. I returned from ****, after burying my brother, and up to this date I never got the refund. I called many times and I was told that ***** ****** had been fired , therefore I spoke with ******* ****** ******* , Did, etc. They said That i will get it in 3 weeks, then in 2, etc. THEY WETE LYING AND FOOLING ME AROUND . At the end on April 5, I called, and hanging up on me many times. I was told by *** or *** , I believe that I SHOULD NOT CALL ANYMORE.THAT The merchant WAS NO LONGER THERE AND THAT THEY COULD NOT GV ME ANY OTHER DETAILS. THE AMOUNT THAT WAS PROMISED TO BE REFUNDED TO ME WAS $2,268.46. PLEASE INVESTIGATE THIS *** And STOP THIS FRAUDULENT **** Thanks. *******

• Initial Complaint

  Date:03/12/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 called carnival was connect to **** *****. She stated on Jan 30 2025 that I had to pay the rest of the cruise to cancel it. I paid *******. She said now she can refund it all. She sent me conformation and said I would get it no later then 3/10/25. Never recieved it. Carnival never heard of her and she doesn't answer the phone she gave me.

  Customer Answer

  Date: 03/12/2025

  I called carnival to cancel my cruise and they transferred me to this **** *****. Later I found out she works for airtravelpad.com. that is a scam company carnival is telling me. **** said she worked for carnival and told me to pay for my cruise in full then she could refund it all otherwise I would lose 500 dollars. I gave her my debit card she charged 1578 dollars. Said she paid the cruise and was refunding the money. She proceeded to book another cruise through carnival for me which carnival stated was booked. I was to receive the refund no later then 3/10. It never came and her number goes to voicemail and her email returns. I have copies of her email with confirmation conformation  if needed.

  Customer Answer

  Date: 03/24/2025

  I sent you all the communications with the company. What else do you need

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This complaint was not against **************, it was against the consolidator posing as **************. Air Travel Pad is the business I'm filing against.I believe they operate out of ******** not ***************** and the Caribbean.

   

  Customer Answer

  Date: 02/11/2025

  I called a number that was advertised as ************** about changing a flight because I needed 2 business class tickets not one. They said they were a consolidator and they could book me 2 tickets on United and they would refund the initial ticket with *****. After I paid them they dropped the call and never sent the tickets. When I logged onto United I saw there was a farelock for $6,862. I had one charge on my credit card for $4,826.02 and one for United $39.98 which must have been the farelock. When I called them to cancel with ******************************* the rules had changed and after midnight of day purchased I couldn't cancel. Then they told me they would cancel it. They neither cancelled it, nor was the original Latam flight changed or refunded. ***** said I can dispute the charges once they aren't pending. I subsequently cancelled my credit card and also put a freeze on my credit to help prevent any further damage.