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:07/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 Googled *************** **************** Number and this company's number came up. They are a scam. They passed themselves off as *************** and promised me a discount and stated that they had to receive my prepaid gratuities today as it was the last day. They also said I could not receive onboard credit as it was a sold out cruise. They misled me to believe I was paying Royal Caribbean directly and did not inform me I was dealing with a travel agent. My gratuities were only $296.00, but I was charged their "Travel Unravel" fee of $263.20 without my knowledge in addition to the $296.00 gratuities.

  Business Response

  Date: 07/28/2025

  Hi Team,

  I have taken note of the clients concern and refunded the transaction under reference Transaction ID: ***********

  Refund was processed in full.

  Regards,

  *****

   

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On February 2nd, we booked a cruise with Frankat travel unravel. He required an initial deposit of $4,200 that was supposed to include all gratuities as well as travel insurance for my mother. My mother and brother paid the deposit but on subsequent thought I thought this to be excessive I checked with royal carribean and they only required a $1,200 dollar deposit. I called back and was told that they were going to apply the other funds to the account at the end of the month when they sent out a payment to the cruise company. I asked for a breakdown of the charges and was told they would. I was also assured that the travel agency charged no fees. The money never showed up at *************** and they were not responding to calls or emails. When I did get in touch they assured me everything was fine and taken care of but still no money nor an itemized receipt stating that we had paid gratuities and travel insurance. I again spoke with a woman which said my mother agreed to the price but she would not give me a breakdown. Cruise came and went,we had our cruise but they never paid our gratuities and luckily my mother was able to attend because we didnt have travel insurance after all. We wouuld like the overpayment repaid to us as they did not fulfill their end of the bargain.

  Business Response

  Date: 07/02/2025

  Dear Team,

  Acknowledge the receipt of the complaint.

  Please allow 7 business days to investigate and I will get back with my findings.

  Regards,

  *****

• Initial Complaint

  Date:06/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 this number to check on my celebrity cruise reservation and spoke with a tep name *****. She advised me that my gratuities for the trip were still due for ******* and sent me an email to confirm the payment with the wrong trip information. I told her the amount seemed higher than expected and she pushed for the payment. After the trip I was advised by the celebrity cruise that I had overpaid by $890.90 that wasn't even due for my trip. When I called ***** to see why she overcharged me she advised its not her fault even though the extra money went to her. She and her company scammed me for $890.89 for no reason. I have attached the invoice for the paid in full vacation and only 270 was due for gratuities. $18 per night for 5 people. The extra charge for $890.89 went to ***** for no reason

  Business Response

  Date: 06/13/2025

  Hi Team,

  I acknowledge the receipt of this complaint.

  Please allow us 7 business days to investigate this issue and I will get back to you.

  Regards,

  *****

• Initial Complaint

  Date:05/12/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  5 months ago my friend booked a cruise thru Carnival cruise for two people, she then wanted to add me to the cruise. She searched for carnival cruise number online and got the number to this alleged 'travel agency' which at the time we thought was just Carnival cruise. The agent we spoke to, '*****', claimed it would cost an additional $919 to add me to the cruise line, mentioned we had to pay it in full now and it would be non-refundable. We went ahead and did it thinking this was a Carnival cruise agent and this was our only option, I dont recall at any time him mention he didn't work for carnival. Now 5 months later we are looking closer at our booking and costs on the legitimate carnival website and notice the $919 is not accounted for with carnival. Called Carnival cruise and they dont account for it on their end anywhere. So we pull up the old confirmation email from ***** which at first glance doesn't seem too unusual until we look closer and see the payment was made to 'TravelUnravel' not Carnival. I tried called TravelUnravel directly at the number a few times but it disconnects immediately, I then called the number on our old email for ***** and it does the same thing but on the third attempt it actually rings and ***** picks up. I then spoke to ***** in length about the situation and how I find it suspicious and he was unable to provide any legitimate understanding for where the $919 went other then it went to Carnival on the 'back end', he constantly would circle around other topics and even threatened to cancel our booking at one point. I then called Carnival Cruise again to fill them in and they found the situation very suspicious as well because our booking isn't even attached to a travel agency, they said it was just made thru the website, which implies they didn't get any 'back end' money from *****. I tried reaching someone higher up in TravelUnravel but they only let me speak with *****. I feel this is fraudulent and would like my money back.

  Business Response

  Date: 05/12/2025

  Dear *****,

  Thank you for reaching out and bringing this concerning situation to our attention. We sincerely regret the inconvenience and distress this experience has caused you.

  Please know that we take matters of this nature very seriously. An internal investigation has already been initiated to review the details of your interaction with the agent referred to as "*****" and the payment made to "TravelUnravel." It is certainly troubling that your payment does not appear to have been processed through Carnival Cruise Line, and we understand your frustration in dealing with unclear or misleading information.

  While our investigation is ongoing, we want to reassure you that a full reversal payment will be processed to your original method of payment. You should see a reversal of USD ****** under Transaction ID: *********** reflected in the same form of payment on the card ending ********, depending on your financial institutions processing times which usually is 3-5 business days.

  We are committed to ensuring transparency and maintaining your trust, and we will update you with any findings from our internal review as they become available.

  Should you have any further questions or need additional assistance in the meantime, please do not hesitate to contact us directly.
  

  Thank you again for your patience and for giving us the opportunity to resolve this matter.
  

  Warm regards,

  *****

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 organization's number came up while I was looking for a customer service number for Celebrity Cruises. I was trying to look into gratuities, since there are multiple types on each cruise. I thought I had paid for them already, turns out I hadn't. (I paid for gratuities on drinks, not cabin service, etc.) I called the number, and they got me to p***ay "at a discount." When I realized my credit card company was flagging the transaction while I was still on the phone, I hung up. They had my credit card number at that point, but I hadn't given final consent to charge it. They did anyway. Also important is that the name of their company was never mentioned. They had me believing I was speaking to a customer service *** from Celebrity. They made sure to ***eat Celebrity's name multiple times to mislead me into thinking I was working directly with Celebrity. They did not send me a receipt. They did not offer a way to get a refund if I changed my mind. In order to resolve the problem, I called - my credit card company to dispute the charge, but that'll take a couple of weeks. - Travel Unravel. They said the gratuities were paid. - Celebrity (their real number) to verify this, and found that the gratuities have not been paid.- Travel Unravel again to dispute their assertion that gratuities have been paid. I was told someone would get back to me in a couple of hours. They did not.

  Business Response

  Date: 05/08/2025

  Dear ****,

  Thank you for bringing this matter to our attention. We understand how frustrating this experience must have been and sincerely regret the inconvenience and confusion it has caused.

  Please be assured that the refund for the charge in question has already been processed. You should see the funds reflected on your original method of payment shortly, depending on your banks processing time.

  Ref: Transaction ID: *********** for USD 888.00
  

  We deeply regret any misunderstanding caused during your interaction with our team. It was never our intention to misrepresent our affiliation or to proceed without your full consent. We acknowledge the importance of transparency and customer trust, and your feedback has been shared with our internal teams for immediate review and corrective action.

  We truly appreciate your patience and understanding.
  

  Warm regards,

  *****

• Initial Complaint

  Date:12/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Called royal caribbean, they cut in the line and didn't state who they were. So I assumed they were still ***************. Went on to try to change reservation. Then they told me an astronomical fee of twelve hundred dollars roughly. Ask for what first payment of six hundred and forty nine dollars. Which came up on my statement as paid to travel unravel. I contacted ***************. They have no record of receiving anything from this company.

  Business Response

  Date: 12/18/2024

  Dear Team,

  We acknowledge receipt of the case email.

  I have reviewed the case and can confirm that the client has already disputed the current transaction with their bank.

  We received an alert regarding the transaction on December 13th and have responded to the bank with the requested documents.

  Please note that the dispute process takes time and is typically resolved within 8 to 12 weeks.

  During this period, the bank will issue a temporary credit to the client.

  We kindly ask the client to be patient and allow the dispute to progress through the bank.

  Best regards,

  *****

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 company impersonated the cruise line ***************. I talked to a man by the name of ******* who confirmed being with ***************. I wanted to make changes to my cruise itinerary. He said that between taxes and fees I was going to pay $1,734.00. I gave him the credit card information thinking it was the cruise line. I got suspicious when I received an email from travel unravel. I did NOT reply to the email which was asking me to confirm the changes and charges. I hung up and called my credit card company. I asked for a new credit card number but they could not help me with the dispute of the charge. They advised me to report it to the *** which I did but I am also doing it with the BBB. I will keep following up with my credit card company. I called the cruise line to alert them of this and I learned that they only charge $100 per person for any change not $1,734! This is right out theft and I am hoping someone can help get my money back.

  Business Response

  Date: 11/28/2024

  Dear Team,

  We acknowledge the receipt of this complaint.

  I have forwarded the issue to the concerned team for investigation on the charges.

  Meanwhile as the transaction is already under dispute from the clients side we will deal with the clients bank/credit card company and respond to them.

  Regards,

  *****

  Customer Answer

  Date: 12/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  No refund has been made from the Business Travel Unravel.  The business Travel Unravel acknowledges having received the communication from BBB but has not done anything about it to benefit me. Also, I was NOT able to dispute the charges so there is no pending dispute that they have to deal with.  They are savvy scammers. A man by the name of ******* led me to believe I was talking to ***************************. After he had gotten information from me (name of passengers) and the type that  of change I wanted in my cruise reservation, he left me on hold and turned around and called the Cruise Line impersonating my husband who was one of the passengers.  He came back on the line saying that yes they could make the change and the total charge was going to be $******** but that I was going to get a refund of $1,468.00. When I  asked him how I could make sure of this he said that we were on a recorded line and had nothing to worry about. When I asked for a receipt he said the was going to send one by email. After I gave him my credit card, I received the email and saw that it was not coming from the Cruise Line and I got suspicious. The email asked me to reply and accept the charges which I did not do. I did NOT reply accepting them. By then, they had already made the charge. I hung up and I called my credit card company but since I gave the man my credit card I could not accuse them of fraud. After that I called the cruise line and I found out this man had impersonated my husband and changed my reservation.  Later I tried to dispute the charge with the credit card company but I could NOT do it because they had changed my reservation so they had provided the service. They know what they are doing and they cover their back really well so the customer cannot do anything about the scam. This service costs $100 per person x 3 passengers  it would have cost me $300.00 not ********!!!!! Had I known I was not talking to Royal Caribbean, I would HAVE NEVER continued talking to this man, let alone give him my information and credit card.  They talk fast and they confuse the customer. Later I read reviews of other people who had also been taken advantage of. This company also ********************* and the name of Daziel is all over the reviews.
  

  I hope the BBB can do something to resolve this so this company does not continue taking advantage of people and taking their money.
  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ********* *************************************

  Business Response

  Date: 12/11/2024

  Dear Team,
  
  I have investigated the case and would like to share my observations:
  
  The client was originally booked to sail on a 7-night Greek Isles cruise starting from **** on June 1, 2025, aboard the Odyssey of the Seas.
  
  The client later requested to change the ship and sailing date to June 20, 2025, departing from ****** instead of ****, on the Brilliance of the Seas.
  
  We successfully made the changes, and the client paid a total of $1,734.50. On the same day, November 19, we processed a refund of $1,468.00. Therefore, the effective amount the client has paid for the changes is $266.50.
  
  Additionally, no further refund is due to the client. We are unclear as to why the client claims she was unable to dispute the charges,as we have not received any payment from ********. Typically, we receive a payment within ***** days of the settlement cycle; however, in this case, we have not received any funds to date as the transaction is still under dispute.
  
  This situation often occurs when there is a dispute, causing the bank or credit card company to hold the payment for further investigation.This process can take an additional 8-12 weeks until the case is resolved.
  
  If the card company confirms that the merchant has provided the service, they will acknowledge that no refund is due, or if they find it otherwise they will reverse the transaction. We have no control over ********'s action for disputed transactions.
  
  The client has received a refund of $1,468.00, and we made the changes as per her request. However, the funds that the client is claiming are still on hold due to the dispute initiated by the client with her credit card company.
  
  We will await the bank's decision, which should be made in 8-12 weeks. Depending on their investigation and findings, the bank may either credit the amount to us or reverse it back to the client.
  
  Regards,
  *****

  Customer Answer

  Date: 12/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  
  NO REFUND HAS BEEN MADE TO ME FROM TRAVEL UNRAVEL IN ANY WAY, SHAPE OR FORM! THERE IS ALSO NO DISPUTE PENDING. I WAS NOT ABLE TO EVEN OPEN A DISPUTE.  I AM ATTACHING THE CHARGE ON MY CREDIT CARD AND ALSO THE PAGE THAT SHOWS THAT NO DISPUTE IS ACTIVE OR CLOSED. NO DISPUTE IS PENDING.
  TRAVEL UNRAVEL LED ME TO BELIEVE I WAS TALKING TO ROYAL CARIBBEAN. GOT THE INFORMATION THEY WANTED TO INCLUDE MY CREDIT CARD NUMBER. THEY MADE THE CHANGE BY CALLING ROYAL CARIBBEAN GIVING MY MY HUSBAND'S NAME WHO WAS A PASSENGER. A CHARGE THAT WOULD HAVE BEEN $300, THEY CHARGED 1,734.50 AND NO REFUND HAS BEEN MADE TO ME SO THEY POCKETED $1,434.50! THAT IS HOW THEY MAKE THEIR MONEY. BY MISLEADING AND TAKING ADVANTAGE OF CONSUMERS. THEY INFILTRATE GOOGLE SEARCH AS ROYAL CARIBBEAN CUSTOMER SERVICE AND THEY ARE NOT. THEY MADE CHANGES WHILE THEY LEFT ME ON HOLD  USING MY HUSBAND'S NAME.  The whole time THE CUSTOMERS THINK they are talking to the actual BUSINESS BUT THEY ARE NOT. THEY TALK FAST TO CONFUSE THE CUSTOMER TOO.  THEY ARE PROFESIONNAL SCAMMERS AND COVER THEIR BACKS SO THEY LEAVE NO LEGAL RESOURCE TO THE UNSUSPECTING CUSTOMERS. BELOW I AM INSERTING THE SCREEN SHOTS FROM MY CREDIT CARD WEBSITE JUST IN CASE THE ATTACHMENTS DO NOT GO THROUGH. THE CHARGE, DATE, AND MERCHANT CAN CLEARLY BE SEEN AS WELL AS THE PAGE THAT SHOWS THERE IS NO ACTIVE OR CLOSED DISPUTE.
  I WANT MY $1,434.50 REFUND AND I HOPE THESE PEOPLE CAN BE STOPPED!
  ***** *******
  
  
  
  
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  Sincerely,
  
  ***** ********* *******
  
  

• Initial Complaint

  Date:08/26/2024

  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.

  We were scammed by a company's agent that failed to say he wasn't a Royal Caribbean representative. We found what we thought was the Royal Caribbean phone number listed on a ****** search engine. We asked the agent to insure that we had the same dining times as our friends on our upcoming cruise to ********* on Jewel of the Seas. He said he'd arrange it, but also advised us that our stateroom had a 75% obstructed view. We said our reservation confirmed a 0% unobstructed view. After several minutes of discussion, he said he could make changes that would insure an unobstructed view. We agreed and Travel Unravel $1249.00. Something didn't seem right so we contacted Royal Caribbean on another number to confirm our stateroom always had an unobstructed view. We immediately called the Travel Unravel back and were told that they would not refund our money. We then reached out to our credit card company, and after three plus months CITI informed us on August 20, 2024 that they had not received a credit from the Travel Unravel Travel Agency and that we needed to pay the outstanding $1249.00, and the their investigation was complete.We will pay our credit card company for the fraudulent charge.However, we want Travel Unravel to refund our Master Card account the $1249.00. We were unaware that the Travel Unravel agent named "*****" wasn't an employee of *************** until we looked at the return e-mail confirming that Travel Unravel charged $1249 to our account. I have enclosed (previously sent to CITI) dates and documentation attesting to the fact that Travel Unravel did nothing other than reprint what we had previously been provided by Royal Caribbean.

  Customer Answer

  Date: 09/20/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Travel Unravel Holidays Limited regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Date - 8/13/24 I booked a cruise with Norrwegian Cruise Line which included air travel. I had to change my return flight from and original location to a different loacation. Travel Unravel company was the one Norwegian transferred me to when I called to change my air travel arrangements. After one hour on the phone working with the travel agent I was quoated one price, but when my credit card was charged there was a $430 fee added which I was not told was going to be charged. I asked to talk with the manager and was told by the manager that he would listen to the recording of the conversation to see if I was not told everything or there was miscommunication. I was told I would get a total refund but the $430 fee has not been refunded. I have not heard from the agent yet and just want to let anyone who uses this agency or Norwegian Cruise Line for travel arrangements to be aware of what could happen to them.

  Business Response

  Date: 08/14/2024

  The transaction was cancelled the same day August 13th 2024, no outstanding charges and everything was refunded the same day.

  No further action is required from our side.

  Regards,

  *****

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because.

  1.  The business has not refunded the money it charged my card as claimed in their response.

  2.  I called Norwegian Cruise line and found out the business called the cruise line and claimed to be me and cancelled my flight.  This was done without my knowledge.  Norwegian cruise line has the business person recorded and could tell by there accent that it was not me.

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************************
  
  
  
  
   
  

  Customer Answer

  Date: 08/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I called the credit card company and they relayed to me that you did cancel the $430 transaction but did not do the purchase reversal step which is why it is still on my card.  Please do the purchase reversal step and I will remove my complaint.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************************
  
  
  
  
   
  

  Business Response

  Date: 08/19/2024

  Dear ***,

  I want to clarify that we do not have the option to process any kind of reversal.

  When we receive a payment, the system automatically settles the account at the end of each day. For transactions that are cancelled, they are not settled, meaning the amount is not claimed from the banks/merchants.

  In your case, the funds were never claimed as the transaction was cancelled before the settlement occurred, so there is no question of  a reversal. A reversal is only done once the transaction is settled the next day, which it is not applicable in this case.

  I understand this may sound technical, but I can assure you that we have never claimed any funds from your account.

  In my experience, sometimes the bank shows the charge as temporary and it will automatically drop off in 7-10 business days or later at the time of statement generation.

  I recommend reaching out to your banking institution for more clarity on this matter, as there is nothing we can do to expedite this process.

  You should see your bank drop the charges when the statement is generated or within 7-10 business days.

  Alternatively, you may dispute it with your bank, and the bank will give you a credit once they validate that the transaction is cancelled.

  The receipt has already been shared with you for reference.

  Regards,

  *****

   

• Initial Complaint

  Date:07/29/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 Sun Country. This company identified themselves as Sun Country, but they in reality were a travel agency called Travel Unravel. They (Kolten) NEVER once identified themselves as Travel Unravel. I asked for a round trip ticket from ******** to ********* and back to ********. They gave me a price of $399 first. I said that was too expensive, do you have anything else working with a change of dates. They said yes, we have one for $199, but with a discount they could give it to me for $145. For the discount I had to go to a site called 'fareobuddy.com' and write a review. I did that and they accepted my review and gave me a discount so that the fare was $145, which I believed was a round trip ticket. They even gave me exact dates of September 2 at ***** PM (from ********, **) landing in *********** at 2:24 PM and the return flight was to leave on the 9th from *********** at 1:55 pm and arriving at 5:34 PM to ** (********, **). Then they said I was booked. When I received the confirmation from them, it was only an e-ticket for one way. I believed and asked for a round trip ticket. Why wouldn't I want a round trip ticket if I was going up for just a week and returning home? I have written them numerous times and called with no response. The agent argued with me non stop that I said I wanted a one way ticket. I then asked for a supervisor. ****** said he would have the Supervisor call me back after listening to the recording. I said I want to hear the recording too. It has been just 24 hours since all this transpired and no one has called me back. I am thoroughly disgusted with their deceptive practices. Highly inflate the price that Sun Country actually charges which would have been $138 for a round trip ticket and that actual Sun Country agent said I should call my bank after what they have done. Please help. If I can't get the full amount back I feel I should receive the travel agency cost of $76.01. I put in a dispute with my bank.

  Business Response

  Date: 08/13/2024

  This payment was fully refunded on July 29th, 2024, for a total of USD *****.

  Please advise the client to inquire with their bank or credit card company, as the refund should typically be processed within 48 to 72 hours.

  No additional action is necessary from our side.

  Best regards,
  *****

  Customer Answer

  Date: 08/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   They did a refund but they need to be investigated for scamming innocent people who are NOT told there is a big fee for making reservations! Im sure they (travel unravel) get lots of money from people not feeling like they can get any help and just let the fee go. An investigation needs to be launched into their deceptive practices!

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 08/14/2024

  We have already processed full refund, there is nothing much we can do.

  If the client has any further questions, she can always contact our customer service department.

  Regards,

  *****