ComplaintsforTripMasters

• Initial Complaint

  05/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a trip with Trimasters (TM) in Feb 2022 for travel in April 2022. Due to an unexpected event, I was unable to use plane tickets purchased through ********* (**). TM assured me I received a credit for these tickets ($542.60) and that the credit was good until Sep 2023. I tried use the credit to purchase an ** ticket from travel to Nairobi in May 2022 and was told by TM that I couldn't because "** wouldn't let them." They told me to call ** and ask them to rebook me using the credit. I called ** and was told that since the tickets were purchased through a travel agency, the travel agency had to re-book me. I made several calls back and forth to ** & TM for several days and neither of them would allow me to use the credit. On 5/5/23 I called TM again to see if I could use my credit to book flights for a trip I wanted to go on. I was again told to call **. I asked TM to re-send the email from last year with all the information (** ticket #s, etc) as I couldn't locate them. They did & I called ** only to be told the tickets were only good for 1 year; since I purchased them in Feb 2022, they were expired. I did a 3-way call with ** & TM with ** insisting the tickets were expired and TM insisting they weren't. When ** disconnected the call, the TM checked with her 'back office' & told me that they have an email from ** stating my credit was good until Sep 2023 and all they had to do was email an attachment of the original email when I'm ready to rebook and ** would issue them a waiver and allow me to rebook. BUT I have to purchase tickets and travel by 9/22/23. Why didn't the TM representative know this LAST year? Why did they tell me I couldn't rebook because "** wouldn't let them"? At this point I have no plans to travel with ** by Sep. The trip I wanted to take, ** doesn't fly there. I believe TM has been dishonest with me. They gave me the run-around, told lies and prevented me from using my credit, so they could keep my money.

  

  Business response

  06/06/2023

  Dear BBB,

  Thank you for bringing this to our attention.

  We're sorry to hear about the issues encountered with the flight credits for *** *****. Please note these are some of the directions we are provided with by the airline whenever clients need to redeem a credit.

  Nevertheless, we're pleased to inform you we are currently escalating the case and it seems the airline will help us with a refund. Please be assured we will keep *************** updated with a favorable outcome and a refund will be provided.

  We thank you for your patience and we hope this helped clarify the inquiry.

  Kind regards,
  Customer Relations Team
  Tripmasters

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In November my friend and I booked a trip through Tripmasters to Italy. We were sharing the hotel accommodations in Venice, Florence, and Rome while in Italy. I paid for my son to join the trip in March. He had his own accommodations (single occupancy). In March, my friend canceled her trip due to medical reasons. I asked Tripmasters to cancel my son's hotel accommodations and move him in to my room. The request was placed on March 18th and the hotels were refundable. I was never refunded any money for the difference between the single occupancy to the double occupancy hotel rooms. Initially, they told me that my friend was refunded for her part of the hotel and that I would not receive a refund. My friend was fully insured but Tripmasters refunded on her charge card $2639.00 and then an additional $686.35. When I insisted that there had to be a difference in price from the single occupancy to double occupancy, they agreed and told me the difference was $399.05 that was refunded on my friend's charge card instead of mine. I no longer trust the numbers they have provided, and they refuse to give me an itemized bill. They said that they can only provide insurance companies with an itemized bill. Tripmaster initially wanted me to personally retrieve the $399.05 refund from my friend, but I refused because I'm not sure the amount is accurate. Tripmaster then called my friend and told her to give the money to my son. She refused because she has not been fully refunded for her cancelled trip either and was concerned about personally providing my son's refund. I wish to receive my refund for the price difference and an itemized bill to verify that the refund amount is correct. For reference, our Tripmaster trip # ******

  

  Business response

  06/01/2023

  Dear BBB,

  Thank you for bringing this case to our attention.

  Allow us to clarify first, and provide with the breakdown of the services for each portion:

  Original package price is $7,512.50 they paid the booking via split payment so each passenger paid $3,756.25
  
  For ***************************************;
  
  Total Paid: 3,756.25 (cc ending with ****)
  Less:
  Air Penalty: 300.00
  Train Penalty: 133.40
  Insurance: 396.00
  
  Refund should be: 2,925.85. However, *** ********* was refunded for the total amount of $ 3,325.35. The difference of $399.50 should be forwarded to *** *****. We contacted *** ********* in order to inform her about this. It is up to the passenger to process this to her travel companion.
  
  For ******** and *********************** portion:
  
  Total Paid: 10,300.01 (cc ending with ****)
  Total Package Price for 2: 9,498.51
  
  ************** should be refunded for the amount of $801.50 . From this amount, $403.00 has already been processed to ************** to her card ending in **** on May 30th. She will see this reflected in her statement within 5-7 business days. For cancellation requests, this may take 6-8 weeks to resolve. The remaining $399.00 was included on ************************** refund value which is $ 3,325.35. We contacted **. ********* and requested to transfer the $399.00 back to ************** since her account was over refunded. The last call recording in our system shows that *********** agreed to give back $399.00 to *************** 
  
  We hope this helps clarifying the case and we apologize for any inconvenience.

  Kind regards,
  Tripmasters

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a flight through Tripmasters and we purchased guaranteed tickets. Unfortunately, for the flight from Paris to Madrid, we were only provided with standby tickets. The flight was overbooked and they did not allow us to go on the plane until they could confirm that some passengers were unable to make it to the flight. When I reached out to Tripmasters, they said that "We contacted the airline and advised that there was a system error between ***** airline and *** ******. It was ticketed as ** operated by *** ******." Even though there was a system error, they are refusing to provide us with any compensation even though we were only provided with standby tickets when we purchased real tickets.

  

  Business response

  01/09/2023

  Dear BBB,

  We hope this e-mail finds you well.

  We want to let you know clients purchased a package for two adults on 7/3/2022 1:04:04 PM, departing on 11/17/2022 to Madrid, Valencia and Barcelona, returning on 11/25/2022.
  
  When a booking is generated, airline tickets are confirmed and the client is provided with a Record Locator and ticket numbers, indicating a reservation was purchased. Please see below:
  

  Record Locator: ******

  Ticket Numbers: ************* (*******************) and ************* (*******************************)

  Itinerary:

  ***** *** ***** *** Class V
     from Salt Lake City SLC ( (SLC) on Thu, 17Nov2022 at 1355
     to Paris Charles de Gau (CDG) on Fri, 18Nov2022 at 0755
  ***** *** ***** **** Class V
     OPERATED BY **/***
     from Paris Charles de Gau (CDG) on Sat, 19Nov2022 at 0925
     to Madrid MAD, ES (MAD) on Sat, 19Nov2022 at 1130
  ***** *** ***** **** Class X
     OPERATED BY **/*** ******
     from Barcelona BCN, ES (BCN) on Fri, 25Nov2022 at 0600
     to Paris Charles de Gau (CDG) on Fri, 25Nov2022 at 0800
  ***** *** ***** *** Class X
     from Paris Charles de Gau (CDG) on Fri, 25Nov2022 at 1030
     to Salt Lake City SLC ( (SLC) on Fri, 25Nov2022 at 1330
  
  Our mutual clients reached us for assistance, for which our air department addressed as soon as this was raised. We verified the history of the flights, and there were no schedule changes in place and all tickets are shown as "Flown", meaning all tickets were used.We reached out *** ****** regarding the e-mail that was provided to the client. Below you will see *** ******'s update, indicating the client may send a complaint to *****:
  
  Refunds are not given for passengers who were accommodated in the same cabin. The passengers purchased seats in the economy cabin and received seats in the economy cabin. Since the ticket was issued on ***** stock, you are welcomed to address this matter with our Corporate Customer Care division. You can reach them by the link below under the comments and complaints section:
  **********************************************
  
  We encourage the clients to file a claim to ***** for compensation request. As previously advised, the clients booked economy tickets, and we verified all tickets were used.
  
  For the reasons listed below, we are unable to issue a refund as all services were used.
  
  Kind regards,
  
  Tripmasters
  

• Initial Complaint

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had to cancel our trip booking no. ****** due to family illness and death of my grand mother overseas. In our ***** culture and religion, when immediate family member falls gravely ill and may result in death, it is forbidden to travel for pleasure/vacation or involve any kind of celebration as this would be the time for stress, sadness, prays, and family's moral support and help. The booking was cancelled and majority of the money was refunded; however, the agency kept/applied $1,500.00 (******** Airlines) + $350.00 ******* Airlines) cancellation charge. I have been requesting a waiver of cancellation charge due to death in the family. I have called Tripmasters several times and they have told me that the cancellation charge was applied for the ******** and ****** Airlines respectively. When I called the airlines directly, they confirm the tickets were refunded fully without any cancellation charges. I am getting a run around and don't have a clear answer as to who applied the cancellation charge. Since the booking and payments were started with Tripmasters, I feel it is their moral, ethical, and legal obligation to refund the entire amount without holding up any cancellation charge. I would like a refund of $1,860 (total cancelation charge) immediately in the original form of payment. I have attached proof of my grandmother's death obituary, as well as ******* Airlines refund proofs. Thank you.

  

  Business response

  12/01/2022

  Dear BBB,

  We hope this e-mail finds you well.
  
  ******************** booked a trip on May 12 for 5 passengers going to Greece, Italy, and Switzerland departing on 06/27/2022 and returning on 07/12/2022. The package included hotel accommodations, international and regional flights, ferries, and train transportation between cities. The total package cost is USD 12,904.70.
  
  Upon looking into this reservation's records, we can see the client requested a cancelation quote on May 16. Based on our supplier's time frame, cancelations can take 6-8 weeks to complete the process. A refund of USD 10,717.73 was provided upon completion of the cancelation.
  
  The client requested a cancellation due to COVID concerns. Based on our supplier's and airline's policy, this is considered a voluntary request, and normal penalties are applied. The client selected many non-refundable items, many of which we were able to obtain full waivers for. However, ******** ********* ******* Hotel in Santorini kept its penalties, as well as the airline portion. The penalties applied for the booking come directly from the service providers and Tripmasters does not apply any sort of fees from this canceled booking. This is stated in our Terms and Conditions which must be read and agreed to before booking with Tripmasters online.
  
  The client later advised there was a death in the family. However, the documentation provided is not accepted by the airlines as they will only allow death certificates to consider a waiver for any penalties. This was reported after the booking was fully canceled. 
  
  Due to the reasons expressed above, we cannot issue a refund as penalties were correctly applied and we managed to waive many non-refundable services on behalf of the client. 
  
  We hope this helps with the inquiry.
  
  Kind regards,
  Customer Relations Team
  Tripmasters

  Customer response

  12/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  1. I have contacted ******** Airlines directly and they have explicitly stated they do not apply any cancellation fees for covid reasons, as well as death in the family. Further, they stated the tickets were sold by the 3rd party (Tripmasters) and they are responsible for managing refunds. Attached are individual responses received from ******* Airlines pertaining to our 5 tickets. 

  2. There is not system of issuing death certificates in 3rd world countries generally speaking. My grandmother who passed away due to covid and other health reasons did not get a death certificate from the hospital as there is no such system. Society and family members gather around, perform social death rituals, and complete several weeks of post death ceremonies according to Hindu religion traditions. And that's what was done.

  3. The only way of showing death verification is the social media posting and some pictures. Social media has condolences, photos but you have to be able to understand the language and content (perhaps through an interpreter). No one makes a social media posting of photos, comments, people gathering in mass about family's death. This was accepted by the US Gov't Border Patrol and Immigration Office when my parents re-entered the US from Nepal as their return ticket was rescheduled due to death of my grandmother. 

  4. Finally, I would ask Tripmasters, as big as they are, to eat up the penalty charges if they are not able to get through the Airlines and make a satisfying business decision to resolve and customer's genuine complaints involving a death in the family. They are a giant business and can afford to eat of a few hundred dollars as a business decision, as well as to maintain their public relation and good and ethical customer service standard to maintain a future business. Nearly $1,800 in penalties is a lot of money for me to lose as an individual. 

  Please look into this further and get a favorable resolution. Thank you. 

  Regards,
  
  *****************************

  

  Business response

  12/21/2022

  Dear BBB,

  ******************** booked a trip on May 12 for 5 passengers going to Greece, Italy, and Switzerland departing on 06/27/2022 and returning on 07/12/2022. The package included hotel accommodations, international and regional flights, ferries, and train transportation between cities. The total package cost is USD 12,904.70.
  
  Allow us to provide you with the history of the cancelation process of this booking.
  
  The client contacted us on May 17, 2022, requesting for a cancellation quote for their package under ********/******, with 5 passengers in total departing on 06/27/2022.
  A cancelation quote was provided on May 24, 2022, with the penalties and refunds incurred and the client confirmed the cancelation request on May 29. Once a booking cancellation begins, it can take 6-8 weeks to resolve. The package has been fully canceled on Jul 14, 2022 As previously advised, there were some package components that had non-refundable items (meaning full penalties are incurred). Nevertheless, our team was able to waive many penalties, having a minimum penalty of $ 95.00 on land services. The remaining penalties were for the flights in the package.
  
  Cancellation completion: 7/14/2022 2:14:36 PM
  Total Paid to date $ 12,577.73
  Penalty on flight reservations $ 1,765.00
  Penalty on land reservation $ 95.00
  Refund that applies for your booking $ 10,717.73
  
  The main reason of this cancellation was due to COVID concerns. This is considered a voluntary request. We haven’t received a notification about the death of a family member until Jul 27, 2022. For this reason, we were unable to request any waivers from the airlines as the booking has already been cancelled on July 14th.
  
  If the client wishes to pursue with a waiver request for the penalties of the airline tickets, they must provide us with a valid documentation to build an effective claim. Supporting documentation includes death certificate or obituary and proof of relationship. We have no records from previous clients being unable to provide said type of documentation. 

  Once we receive the requested documentation, we can then open a claim with the airlines to request a waiver for the penalties on behalf of the client. This cannot be guaranteed and it’s under the discretion of the airline’s terms and conditions. The client may submit these to [email protected] with their booking number as a reference ******.
  
  Thank you and we hope this helps clarifying the inquiry.
  
  Kind regards,
  Customer Relations Team
  Tripmasters
  

• Initial Complaint

  09/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a trip with Tripmasters on 6/15/22 booking #****** from NYC to Portugal departing on 8/15/22 and returning on 8/24/22, 1- I was overcharged $150 for 2 checked bags on **** ****** Airlines, while it was 1 free bag included per passenger. 2- On 8/24/22 the ******* Taxis ******** ***** did not show up in Porto hotel to the Porto Airport but the charge of $42.34 was paid in the booking. I reported these issues to Tripmasters, and no action so far. I am demanding a refund of $192.34 To future travelers: DO NOT BOOK ANY TRAVELS WITH TRIPMASTERS. It's a disappointing service !

  

  Business response

  10/03/2022

  Dear BBB,

  We hope this finds you well.

  In regards to the transfer service, we encouraged the client to place a claim with the insurance provider since they have a policy available for use under ************. We also submitted the steps into filing in a complaint.

  In regards to the baggage charges, we unfortunately did not receive any kind of proof for the charges from the client. 

  As a gesture of goodwill, Tripmasters will refund the amount the client is claiming for the transfer and baggage in an effort to provide a more favorable outcome. The client will receive an update via e-mail with the details of the refund.

  We hope this will fulfill the client's expectation for a resolution.

  Kind regards,

  Tripmasters

  Customer response

  10/17/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a trip from Tripmasters for July, 2022 (Booking: ******). On the Istanbul  leg, the hotel we chose was unable to provide a good service for us so my husband and I made the resolution to move to another hotel for the remainder of the trip. I contacted Tripmasters and explained the problem and our decision. They suggested asking the hotel management to send me an e-mail where they agreed on refunding the remaining 4 days. The hotel did send me the e-mail and I forwarded to Tripmasters on July, 20. Tripmasters replied they started a claim on our behalf on July 21, but to this moment we haven't received any refund from them or a concrete answer. Every time I call or e-mail them, their answer is the same: they are working on it. It has been almost 2 months since the claim was filed and still they are not clear on when the refund will be sent to us. I feel they are not doing anything about it, so I would like for you to act on our behalf and request the amount it is owed to us. We have proof of all the documents we sent to them, including the e-mail from *********** Hotel in Istanbul, Turkey (see enclosed PDFs).I would like to receive the full amount for the 4 nights and any applicable taxes my husband and I paid them prior to the trip. Since we have been waiting almost 2 months for such refund, I would like to receive this money promptly, to avoid additional interest charges in my credit card. Thank you.

  

  Business response

  10/03/2022

  Dear BBB,

  We want to let you know a resolution has been provided and a refund of $ 276.00 to **************** on September 23. We believe the client is pleased with the outcome provided.

  Thank you and we hope this helps respond to the inquiry.

  Kind regards,

  Tripmasters

  Customer response

  10/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/18/2022 booked a vacation trip with Tripmasters, booking ******, deposited $6,383.20 for total package $9557.44. On 8 /31/2022 chatted with agent *************************** requested changing departure date 12/20/2022 to 12/10/22. Also have requested ***** upgrade hotel ****************** in Maldives to Deluxe Water Villa. She said total new package will be $9,949.1. Received her email at 6:60 pm, price she has quoted in chatting increased to $10,117.18 and room she booked is Deluxe Room not Deluxe Water Villa as requested and quoted $9,949.18. Then received document of booking with price increased more to $10,585.44.Contacted back Tripmasters to correct the error. Agent said if want Deluxe Water Villa, full board, price package will be $11,879.20. Asked agent why at that high price when at the current price exact same package on Tripmasters website is only $10,148.54. And we also be quoted by *************************** that same package only $10,330.94. Tripmasters Agent said it is how it works, if we want that low price on the website, we can cancel current booking and book a new one. Take note, in booking all hotels showed there no penalty if cancel before 12/1/2022. ******* Airline has no information about cancellation penalty in booking. On 9/1/2022, we go to ******* website, there was no information as well as there was no confirmation number of our booking ****** with Tripmaster. Frustrated with Tripmasters flip-flop their prices, keep increase price which has been quoted, we have cancelled the booking ****** and try to book a new one as advised by Tripmasters Agents.Received email 9/1/2022 from Cancellation Team at 2:03 pm, notified there is a cancellation penalty $2,278.00 on flight reservation. That cancellation penalty is not making sense and unground. Its a bad practice to rip off customer in business and we request a full refund of our deposit $6,383.20 Sincerely,********************* ************* SAN DIEGO CA *********** Email: ********************** Tel. ************

  

  Business response

  10/03/2022

  Dear BBB,

  We would like to let you know a resolution has been provided to the client with the cancellation and refunds for the cancelled itinerary. Please see below:

  ----

  Due to the extraordinary volume of requests we and our partners are facing, normal cancellation procedures are taking longer than expected. We have canceled your services in accordance with your request. Below we have detailed the terms of the cancellations:
  
  Total Paid to date $ 6,383.20
  
  Penalty on flight reservations $ 1,860.00
   
  Refund that applies for your booking $ 4,523.20
   
  Please keep in mind that in this unprecedented time all vendors are facing a large volume of requests for cancellations. Your services are canceled, but because of the sheer volume we are facing, any refund requests are taking longer than normal and we expect the process to take between 3 and 5 business days. The actual date of reflection on your account may vary per bank.
  
  If you have any questions about the penalties applied, please refer to our terms and conditions at ***********************************************;
    
  As a whole, the travel industry is facing a difficult time, but we fully expect things to normalize and for travel to once again become a favorite means of connecting with your friends and loved ones. We can only hope that in the future you will consider us for your travel needs. We would love the opportunity to help you explore the world.
  ------------------

  Please note the penalties are from the airline's policy which we unfortunately have no control over. The payment has been processed on 09/30/2022 08:30:08 PM
  

  Thank you and we hope this helps clarify the inquiry.

  Kind regards,

  Tripmasters

  Customer response

  10/18/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  1. Customer has not been noted condition of airline cancellation when booking.

  2. We have contacted ******* Airline and be informed that there was no penalty cancellation in our booking.

  3. Penalty cancellation if there is, it is the business of Tipmasters with Airlines. Tripmasters has booked with the, We didn't.
  

  4. The cancellation of booking due to Tripmasters has been dishonest and flip-flopped to increase price packaged has agreed. It's Tripmasters fault.

  5. Tripmasters have tried to beat around the  to put the penalty cancellation $1860 in their pocket, which Emirate has not charged.

  6.There is no document or proof to show Emirate has charged $1860 penalty cancellation of our booking

  I request Tripmasters refund me $1860 which they put in their pocket.

  Regards,
  
  *********************

  

  Business response

  03/17/2023

  From: ************************* <********@tripmasters.com>
  Date: Fri, Mar 17, 2023 at 3:13 PM
  Subject: Re: Complaint status ******** **********************
  To: *********************** <************@mybbb.org>
  Cc: ********************* (L1:30) <**********@tripmasters.com>
  
  Dear *****,
  
  Thank you for your response. Allow us to provide you with our response below:
  
  The customer cannot complete a purchase of a package before reading and accepting our terms and conditions, see below:
  
  ===============
  12. Cancelations
  
  A cancellation is defined as the voluntary termination of an entire trip and is requested BEFORE the original travel date. We must receive cancellation notices in writing. Verbal cancellations are not accepted. Cancellations cannot be made online. Please open this link ****************************** and fill in your information stating your cancelation desire.
  
  Tripmasters.com cancellation fee:
  We do not charge cancellation fees of our own, only those the suppliers apply to your booking.
  
  a. Airlines
  All Airline Tickets are non-refundable. Changes will be permitted as long as the reservation has been canceled 48 hours prior to departure (see changes for more information).
  
  Should you cancel prior to travel and the ticket is non-refundable there may be a change fee plus fare difference in new tickets to be purchased due to canceled tickets.
  ===============
  
  The client was obliged to read and approve our terms and conditions prior to being allowed to book through us. In our terms and conditions, we clearly state our cancelation policy regarding nonrefundable airfare.
  
  We, as a travel agency, work our best to waive any penalties even if it means breaching a non-refundable contract. However, should the vendors impose a penalty, the client is obliged to pay for this.
  
  We provided emails from the client accepting the cancelation quote sent to him, where we offered a $4,105.20 refund. We have already refunded the client $4,523.20, which is more than what we originally quoted as we were able to waive additional penalties. We are not allowed to disclose our contract agreements with our vendors. 
  
  The customer accepted our terms and conditions, requested the cancelation, and approved the quote. Therefore, no additional refunds are owed to the customer.
  
  Thank you for your patience and we hope this helps clarify the inquiry.
  
  Kind regards,
  Best regards,
  *************************
  Customer Relations Representative
  
  Image result for tripmasters
  

  
  

  Customer response

  03/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  - Tripmaster never informed me how much the airline penalty would be if I make cancellation.

  - Tripmaster's flip-flop the price package has agreed leading me to make cancellation due to dishonest in conducting business.

  - Tripmaster did give any document to show the ******** has charged cancellation fee $1830.

  - I have contacted ******** Airline and they said they did not charge the cancellation fee .

  Regards,
  
  *********************

  

  Business response

  03/23/2023

  Dear BBB,

  As previously advised, we cannot issue a refund for the airline penalty.

  The client has been advised about the penalty of their flights and all the services in the booking if they chose to cancel their booking. The quote was sent on September 1st. The original penalty imposed by the airline was $ 2,278.00. We were actually able to lower the penalty fee to $ 1,860.00. We cannot cancel a booking unless we have written consent from the customer. The client replied with their approval to cancel on 9/2/2022 12:20:09 AM.

  We received many inquiries from the client asking to change departure dates prior to his cancellation request. Whenever a change of dates is requested, prices will fluctuate as these are dynamic. We cannot guarantee the price of a booking will remain the same. A change of dates means we have to negotiate availability with the airlines and vendors from each service and all these will vary in prices.

  As previously advised, we cannot disclose our contract agreement with our vendors to our clients. We always welcome any documentation the clients may provide to help support their claim to waive any fees. However, we did not receive this from the customer. A verbal communication from the airline does not allow us to support their claim.

  Thank you and we hope this helped clarify the inquiry.

  Kind regards,

  Customer Relations Team

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

• Initial Complaint

  09/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked a trip through TripMasters in May 20222 to Marrakesh, Morroco. Once I arrived to my second hotel (****) stay I tried to check in and Tripmasters did not have me confirmed in the booking. I immediately called them and sent an email to notify that I would not have a place to stay because they had not contacted the hotel/riad to book my reservation and the trip had already been paid in full. I didn’t understand why the hotel had not been reserved! Trip masters did not provide any resolution during my entire stay nor have they resolved or issued a refund. I emailed an invoice from the hotel and have requested a refund several times. They continue to tell me they are waiting on a third party supplier and won’t provide who that is. I had to pay additional hotel charge directly to the location before I checked out which was an absolutely frustrating and inconvenient situation while in a very far and unknown destination. I would like for my refund to be issued asap! Please see attachments for all transactions and emails.

  

  Business response

  09/21/2022

  Dear BBB,

  Thank you for your patience whilst our team reviewed this claim.

  We want to let you know this claim is currently under escalation with our vendor. We realize the claim is taking longer to resolve. Please note this is an isolated issue, which is why the time frame has exceeded what is typically expected.

  We are willing to issue a full refund of the original reservation paid to Tripmasters. However, since what our mutual client paid to the hotel is a higher amount, we are looking in ways to receive a favorable outcome from the hotel and refund what the client was originally charged from the property. We cannot exceed the original price as we need to pay our vendors for all the services provided to the client.

  Our Customer Relations Team will provide an update as soon as possible. In the meantime, as previously advised, we are willing to refund the original price of the hotel in an effort to alleviate the client's inquiry.

  Kind regards,

  Tripmasters

  Customer response

  09/26/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************
  After reviewing Trip Masters response I am declining as this inconvenience has been pending for the past 4-5 months. I am requesting Trip Masters to send me an itemized invoice of the cost of the hotel in order for me to decide if I will accept an original refund that was included in the vacation package versus the amount I paid oit of pocket. My preference is for this company to FULLY refund me for the amount I was required to pay to avoid having no place to stay in unfamiliar territory. This was due to their lack of planning and poor business. They have been awaiting details from their vendor since May 2022 and their has been no resolutio or provided who the vendor is in order to resolve this issue. 

  erwise 

  
  

  

  Business response

  01/31/2023

  From: ********************* Tripmasters <*********@tripmasters.com>
  Date: Tue, Jan 31, 2023 at 10:51 AM
  Subject: Complaint ID #******** - ** *** ******
  To: *********************** <************************************>
  Cc: ************************* <***********************************>
  
  Dear *****,
  
  We would like to inform you that we got a resolution directly with the client with Complaint ID #********.
  
  Please processed a refund and they accepted this, however not sure if they have informed the BBB that this was closed already.
  
  Please double check this and let us know if you are able to close the case.
  
  Thanks,
  
  *********************
  5640 Nicholson Lane Suite 215
  Rockville MD 20852
  Phone: ***********************
  *******************

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On the 19 of June, 2022 we booked a trip to Italy through TripMasters for the amount of $9,471.48, including flights, hotels and excursions for 4 people. Minutes after completing the transaction we realized we would not be able to do the trip and we immediately called tripmasters with the intention of either cancelling or moving the trip to a later date. A TripMasters representative explained that since the hotels were non-refundable cancelling or moving the dates was not possible, but that they would attempt to obtain a refund/credit for us. After a month of weekly follow up on our part, Trip Masters communicated to us that the hotels were not willing to provide a refund since we booked non-refundable rooms. Given the fact that they were not willing to reimburse the hotel charges, we decided to partially use the nights we “had” booked (2 people would travel instead of 4). Upon contacting TripMasters again to obtain an updated itinerary with the hotels, they now explained that according to their policy the hotels needed to be cancelled first in order to request this refund. Therefore, they had already cancelled the entire reservation since the beginning, and THEY WOULD KEEP THE REMAINING $3,349.90 WITHOUT PROVIDING ANY SERVICES AT ALL! As a consumer, this is an outrageous and deceiving policy as logically you would expect Trip Masters to have determined whether there was a possibility for a refund/credit from the hotels, inform us of their decision, and let us determine whether we wanted to proceed with the reservation or still cancel it. We were deceived into consenting to cancel as the representative never mentioned that the ENTIRE reservation would be cancelled at risk of us losing the money AND nights if the refund was not provided. We were robbed by TripMasters of $3,349.90, without any service being provided or the possibility to use the original hotel nights we had booked, which is still a month away in mid September!!

  

  Business response

  09/01/2022

  Dear BBB,

  Thank you for bringing this case to our attention.
  Upon reviewing this booking, the clients purchased a package  of USD 9,471.48 for 4 adults traveling to 3 different destinations in Italy. This included flights, hotels and tours. In the booking process, clients may select non-refundable hotels. This means cheaper prices but with full penalty in case this is cancelled or modified. All non-refundable components are carefully disclosed in the booking process. Once the client makes the purchase, they agree to the terms and conditions. This means the contractual agreements must be followed through.
  
  The client contacted us shortly after confirming the booking, advising they had issues with the visa for some of the travelers. Therefore, they requested to cancel the package. We have an e-mail from the client on June 20, confirming their request to cancel the package. We cannot proceed with a cancellation unless we have a written consent from the client. We also advised there were non-refundable components in their package we might have difficulties obtaining refunds from. The client agreed to cancel after this was also disclosed.

  We were able to obtain a refund from the airlines, activities, and a percentage of their hotels, even though hotels are non-refundable items. We realize the client's frustration since they requested to cancel the booking shortly after confirming it. However, as previously advised, when booking a package online, the client agrees to all the services and these are automatically confirmed. This means the client confirmed the contracted agreement of the booking components. 
  

  Since the booking was confirmed, we have no choice but to pay for the non-refundable services to our vendors selected by the client in the booking process. 
  

  We hope this helped clarify the inquiry.
  
  Kind regards,
  Tripmasters
  

  Customer response

  09/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  As Trip Masters mentions in their response, they "had no choice but to pay the vendors for the services selected".

  If this is the case, why did they refuse to give me my nights if they were already paid then?

  Someone, either TripMasters or the "vendors", is keeping the $3349 and re-selling the rooms to someone else even though "they are paid"...

  This is unfair, unethical, and illegal after I had already paid for the nights.

  I understand the money could not be refunded, but at the very least I should be able to use the nights that I paid for.

  Regards,
  
  *****************************

  

  Business response

  02/01/2023

  From: ********************* Tripmasters <**********@tripmasters.com>
  Date: Tue, Jan 31, 2023 at 4:14 PM
  Subject: Re: Complaint ID: ******** - ** *** ******
  To: *********************** <***************@mybbb.org>
  Cc: ************************* <************@tripmasters.com>
  

  
  

  Dear *****,

  
  

  Below is our answer to the Complaint: ********:

  
  

  From Tripmasters:

  
  

  We understand the frustration, however we are not charging anything to the client that our vendors are not charging us. We work with vendors with very strict contracts. This being said, a reservation that is cancelled cannot be reinstated, and if it was booked under a non refundable rate then once the room is cancelled a refund is not applied.

  
  

  Here you will find one of the answers from one of our main vendors:

  
  

  Also, on June 6th the client accepted to cancel the reservations, knowing that the rooms were non refundable:

  
  

  Also, when the client created the booking our terms and conditions were accepted, confirming with this that they understood how the non refundable reservations work, and all these rooms were selected by the client by their own choice, as we also offer refundable rates.

  
  

  With this we try to show our booking process, and that we have not done anything that the client did not accept.

  
  

  Best regards,

  
  

  BELEN G****
  5640 Nicholson Lane Suite 215
  Rockville MD 20852

   

   Phone: ***********************

  www.TripMasters.com

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booking Ref ******, on 5/13/22, I booked a round-trip vacation package with TripMasters Asia for me and my son. We booked the flights/hotels/ground transfers all part of their advertised vacation package. On 6/24/22 at 11:38am, I contacted TripMasters Asia and spoke with Josh to ascertain whether or not we needed to apply for a Tourist VISA. We looked at the VisaCentral link from our original communication from TripMasters Asia, and Josh confirmed “NO VISA NEEDED, tourists from the U.S.A. do not need a Tourist VISA for Japan.” Please note, all conversations at TripMasters are recorded. I continued to research our trip, and then on 7/6/22 at 10:26am I called the Japan Consulate in Los Angeles, and was directed to their webpage. The gentleman I spoke with said yes I need a Tourist VISA, and it takes 5 days to process. I will need to include with my VISA application a Certificate for Completion of Registration to the ERFS System. He said I get it from my travel agent. So at 11:21am, I contacted TripMasters Asia and spoke with Jersey to request the Certificate. She had never heard of this, so she asked me to email the URL from the Japan Consulate website and she will call me back. She didn’t return my call, instead, Jersey sent me an email that says “Visa-free travel is suspended.” So I called her immediately, was put on hold, then told she's is at lunch. Jersey sent me another email at 1:08pm stating “Japan has suspended issuing VISA to US citizens, and that they cannot guarantee they will open the country for tourists." This is a TOTAL LIE. TripMasters should've never advertised or booked a vacation package for Japan that they can't deliver. Now, they're willing to keep all of my money on credit for a trip elsewhere but do not want to refund my money so that I can book the trip with an authorized travel agent. I do not have another $3,200 to book the trip to Japan. I've asked them for a full refund so that I can book the vacation with authorized agency.

  

  Business response

  12/09/2022

  Dear BBB,

  A resolution has been provided 

  **************** booked her trip online, she selected all the services, including the non-refundable airfare. She read and accepted our terms and conditions, where we explain that TripMasters abides to vendors cancelation policies, and by agreeing to book through us, so does the client.

  ***************'s trip had to be postponed due to Japans recent travel restrictions that are out of TripMasters control. Although our travel agents can assist the client with visa information, please note it is ultimately the client's responsibility to be informed about the destinations they are traveling to as these restrictions vary periodically. We offered the client full credit to rebook once restrictions are lifted. Since the client was not interested in rebooking through us, we have done our best to obtain as many refunds from our vendors as possible, however, penalties were applied despite our best efforts.

  A refund of $2333.70 has been processed to the client's original form of payment on 08/09/2022 03:46:19 PM. 

  Therefore, we considered this case closed and we issued the refund according to what was initially booked by the client.

  Kind regards,

  Tripmasters

*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. ↩