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Business Profile

Travel Agency

Viatravel LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Agency.

Complaints

Customer Complaints Summary

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

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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 type

  • Initial Complaint

    Date:07/27/2023

    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 June 8, 2023, I reserved a car from Viatravel for a trip scheduled for July 13, 2023 - July 23, 2023. On the day before my trip, I received a telephone call from them informing me that there were no cars available and that my reservation had to be canceled. I was informed that my money would be returned within a few days. As of today, July 27, 2023, I have written and texted them and they have not returned my money. I paid them $1,174.00 by credit card and $230.00 via Zelle, totaling $1,330.00 dollars, which they have not returned. It would be greatly appreciated if you could assist me in retrieving the money I paid them.

    Business Response

    Date: 09/12/2023

    Viatravel acts solely as an intermediary between clients and direct providers of tourist services. The services provided are not the property of Viatravel nor does it have control over the executions offered by these third-party providers. Viatravel acts in accordance with the availability of tourist services and goods offered by its suppliers and any impairment or non-compliance thereof is not its direct responsibility.
    In response to ********************************* complaint, we responded in this regard, we made the client's reservation on June 9, 2023 for execution on July 13, 2023. Prior to the aforementioned execution date, we notified ****************** via telephone that the rental company in question Upon your reservation, you had informed us that due to overbooking caused by multiple local factors, it would be impossible to execute your reservation in the category of the contracted car (Medium Automatic). Instead, you would be offered a car of the same category but with a manual transmission, in a First contact with the client accepted the conditions offered, our staff began to manage the necessary adjustments, however the client ************************* contacted us to inform us that he did not accept that car and that he preferred a refund, in addition to verbally offending us and highlighting that this situation It was due to our irresponsibility, blaming us without just cause since Viatravel is not responsible for a third-party provider not being able to execute a reservation satisfactorily. After receiving the client's new decision to cancel their reservation, we begin the cancellation process according to the terms and conditions established in their reservation. We had contact again with the client who contacted us again via chat and again offended us by demanding his refund, he was informed that we were already waiting for the operator to return the funds, the client did not want to wait and started a chargeback on his bank to the card with which he had partially paid for his reservation, these funds were released in favor of the client, we for our part returned $230 USD that the client had paid for zelle. The funds from this reserve were returned in their entirety to ******************. We do not have any pending refund related to the previous event, we were always in communication with ****************** and we always attended to him professionally, however he could not wait for his refund to be processed according to the terms and conditions, Viatravel does not control the times in that an international transaction may arrive in your account related to a refund, however we work to meet those times.
    We will be willing to respond to any additional issues.

    Citi: Your $230.00 payment to ************************* using *****(R) is being processed. View at citi.com/zelleactivity

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