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:09/19/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 booked a trip to ************, ************** on 9/16/2024 for November 1, 2024.Instead my credit card was charged for ************.

  Customer Answer

  Date: 09/19/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/31/2024

  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.

  So my son and daughter-in-law had planned a vacation from **** ** to ******* Fl 2 days before they were scheduled to fly out and start their vacation we found my my daughter-in-law non responsive. We had to rush her to the hospital where she was admitted due to stage 4 kidney failure. She stayed at the hospital for almost a week and is now on home dialysis. We had to call allsavings travel to inform them with now mind you this call was placed with 48 hours prior to their departure. We were told that since we cancelled before the 24 hour period and due to the nature of the reason why the vacation had to be cancelled we were told that we would be getting a refund. I have reached out to the corporate office for the airliner that we were going to be on and they told me that when it is due to a medical emergency they will always due a refund. The travel agency informed me that we need to provide documentation that confirmed my daughter-in-law condition all necessary documentation was submitted to them. Now it has been 4 months and all I keep on hearing from the representative is that his team is working on it and that they are waiting on the airline to respond. I have filed a complaint with financial institution as well as Mastercard. My attorney is ready to also file a lawsuit in the city of ******** where this company is located. I also noticed that someone else has also filed a similar claim against this company. How is it possible that this company is still doing business and stealing money from their customers in their time of need. Not to mention that if you are trying to call the phone number it will only let you try 3 times to enter the information that its requesting if you dont enter it will hang up on you automatically. What kind of shady business is this and why is it still operating. To anyone that reads this please stay away from this business

  Customer Answer

  Date: 08/25/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by All Savings Travel regarding complaint ID ********. I have been contacted by them but they always say that I hey are working diligently on my case but it seems like a script that they are just pasting over and over and not seeing or hearing anything different from them.
  
  Sincerely,
  
  ** *****
  

  Business Response

  Date: 06/25/2025

  Dear BBB Dispute Resolution Team,
  
  Thank you for bringing this matter to our attention regarding Booking ID *******, covering two passengers traveling from Reno to Orlando via Denver.

  
  Upon investigation, we confirmed that the flight was voluntarily cancelled due to a medical concern involving one of the travelers. Once we were informed of the situation, we promptly acknowledged the issue and requested the necessary medical documentation from the passenger to support a refund request with Southwest Airlines.

  
  We understand and empathize with the inconvenience caused by the delay in processing the refund . Rest assured, our team remained in active communication with the airline and diligently followed up on the matter throughout the process.

  
  We are pleased to inform you that, as a result of our coordinated efforts, a full refund in the amount of USD 1,220.50 was successfully processed on October 10, 2024. The same has been communicated to the customer.

  
  We remain committed to assisting our customers with empathy and professionalism, especially during sensitive circumstances such as medical emergencies. Should any further documentation or clarification be required, we are happy to provide it.

  
  Thank you for your continued support and understanding!
  
  Sincerely, Allsavings Travel Team
  

  
  

• Initial Complaint

  Date:02/06/2024

  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 made a reservation, had an issue with American Airlines and received a refund. The refund was given to this company. In 1/20/23. I have been given excuse after excuse about the status of my refund. American Airlines gave the money to them and are fraudulently keeping it. Its not right and they need to make this right. I will mention the customer service is so substandard, they lie to no end. I will report this to my state legislatures to correct this next.

  Business Response

  Date: 02/13/2024

  To Whom It May ********************* you for bringing this matter to All Savings Travel's attention.
  
  We take customer satisfaction seriously and would like to take this opportunity to address your concerns.
  
  According to the data on hand, the cancellation was requested by the customer via the airline directly. After reviewing the logs, we can confirm that American Airlines has initiated a refund on January 20th, 2024, and it should have been displayed on the customer's banking statement within a billing cycle. 
  
  By reviewing the customer's feedback, we can state that the refund transaction was not completed yet, as it did not allow the specified time frame for processing. We understand the customer's disappointment, however, it is important to note that such refunds may take as much as 4 weeks to complete. While checking the logs, we see the passenger inquiring about the status of the reservation within less than 2 weeks - which is not enough for the process to complete.
  
  The customer was communicated about the refund procedure and the time frame required for the process to be finalized.  Our service team is closely monitoring the case and once an update is available, we will make sure to communicate it to the client accordingly.
  
  We are confident this information will clarify the misunderstanding.
  
  
  Best regards,
  All Savings Travel Customer Support

  Customer Answer

  Date: 02/15/2024

  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:

  Their response is simply not true. They received a refund the same day, American Airlines refunded them. They were ignoring me for days, weeks lying about returning phone calls. The only time they responded was when I disputed this with my bank. It does not take 4 to 8 weeks to get a refund in this day/age? Its absurd. I want to reiterate, the only responded to my claim with a sense of urgency when I filed a dispute with my bank. They think were all stupid. These people are con artists. They have report after report countless complaints against them because of their fraudulent activities. I am not going to sit back and let them scam me. You dont think its uncanny the timing. They allegedly received a refund is the day I filed a report and dispute with my bank? If you believe this, then we all fell off the turnip truck this morning. What happened to their asinine timeline of 1 to 2 billing cycles? If thats the case? They are liars. Theyre trying to manipulate you like they tried to manipulate me and theyve manipulated hundreds if not thousands of customers.

   

   

   

   

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

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

  Business Response

  Date: 03/05/2024

  To Whom It May ********************* you for bringing this matter to All Savings Travel's attention.
  
  We regret to learn about your experience with us! It is important for us to maintain high quality service so we take customer satisfaction seriously therefore, we'd would like to take this opportunity to respond to your rejection.
  
  To address the matter, please be informed that the statement about the airline processing a full refund cannot be validated, on any sides. We have requested from your end documentation or proof of communication with the airline that *** serve as evidence for the claim. 
  
  At the moment of booking, and later upon refund request, it was brought to your attention that the purchased ticket is non-refundable, as stipulated in the ticket Fare Rules and T&C. Whenever a ticket is voluntarily cancelled, for the airline to make exemptions there must be a valid reason such as medical/death/visa rejection, if none of these apply to the case - refund per Fare Rules must be followed. In response to the inquiry, our service team informed you that only a refund of the unused taxes in the amount of $85.51 was provided to us by the airline. 
  
  Prior to tax refund being processed back to the original form of payment, a chargeback was initiated with the financial institution. The case has been assigned to the internal chargeback team for dispute handling. If you're willing to drop the chargeback before the final resolution, we are eager to process the tax refund at the earliest. At this time, no further refund assistance has been provided because of an ongoing credit card dispute.
  
  We are confident this information addresses the matter at hand.

• Initial Complaint

  Date:01/16/2024

  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.

  ID number through All American Travel: ******* American Airline Ticket purchased through company: June ********************** #*************, ********************************** #************* in amount of $431.10. Purchase for June 14, 2023. Purchased Travel ******************** for $99.90. Refund requested as ****** (90 yrs. old) fell and broke elbow with subsequent surgery and physical therapy for 3 months. Surgery was 5/25/23. American Airlines said I get refund from All Savings Travel. Travel company says I need to contact American Airlines. Cancellation given May 26 or shortly thereafter to travel agency. Did receive refund on another related flight via Delta, from hotel, and from cruise line. I have letter from surgeon, related office visits, dates of all physical therapy, refund from cruise company. Neither All Savings nor American will take responsibility for refund. Cancellation of this flight was unavoidable. This was our trip of a lifetime. Please look into this. Thank you for your time.

  Business Response

  Date: 01/31/2024

  To whom it may concern,
  
  Thank you for bringing this matter to AllSavingsTravels attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns.
  
  Review confirmed a voluntary cancellation of airline tickets due to medical reasons. Upon checking the tickets, it has been determined that the tickets purchased are non-refundable in nature; but since the client had the Travel Protection Plan purchased on the reservation - passenger was eligible for 50% of refund based on the plan's policy. However, the traveler declined the 50% refund in the hopes of receiving an exception from the airline for a full refund. Therefore, in response, our service team assisted the customer in submitting a refund request as medical documents were provided to support the cancellation.
  
  It is worth noting that the passengers' outbound flight was booked with American Airlines, wherein the inbound flight with ***** Airlines. Based on the records, ***** has allowed a full refund for the ticket, whereas American Airlines declined it, pointing us to the ticket's fare rules. As an alternative option, the carrier allowed a credit, in which the value of the ticket can be used for another flight. This credit would have been valid until 22nd of February, 2024. Regretfully, since the passenger did not plan to travel, the only solution was to accept the 50% of the refund per the Travel Protection Policy.
  
  Thus, with the customer's authorization, we would like to confirm that we addressed the matter and processed the refund on January 31st, 2024. The funds will be credited back to the original form of payment within the next 5-7 business days. The customer was informed and acknowledged the information in written form.
  
  We are confident this information addresses the matter at hand.
  
  Thank you,
  ALLSAVINGSTRAVEL Service Team
  

• Initial Complaint

  Date:06/06/2023

  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 company is scamming! They literally stole money from me and will not issue a refund. I paid $861.46 for a flight to ******** and never got a confirmation number. I had to call 3 times to get a hold of someone because the other two people hung up on me when I asked for a refund. I looked up their Trust Pilot ratings and they apparently have been scamming people for some time.

  Business Response

  Date: 06/08/2023

  To whom it may concern,
  
  Thank you for bringing this matter to our attention. 
  We take customer satisfaction seriously and would like to take this opportunity to address your concerns.
  
  As per the customers request, we would like to confirm that we addressed the matter and processed the refund in the amount of $861.46 on June 6th, 2023. The funds will be credited back to the original form of payment within the next 5 business days. The customer was informed and acknowledged the information in written form.
  
  We are confident this information addresses the matter at hand.
  
  Best regards,
  AllSavingsTravel Service Team.
  
  

• Initial Complaint

  Date:05/18/2023

  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.

  HORRIBLE experience HORRIBLE experience. I booked a flight in Nov 2022 through All Savings Travel and selected seats for 2 people. In Jan 2023, I was notified by AllSavings Travel that one leg of the trip changed to a different airport and asked if I was ok with it. I emailed them back to tell them it was ok. Fast forward a week before my trip (in April 2023) I logged into the American Airlines app and noticed I had no seats. I had to pay $350 for 2 seats (for a total of 4 flights). I was told by All Savings that it was American Airlines fault and to check in with them the day of my trip. I did so, and they advised me that remibursement would need to come from AllSavings Travel. It is May 18, 2023 and I have sporadic email responses with no response for the last 2 weeks. I have asked for a supervisor and it's disregarded. They would not forward my information to help get my money back. In a synopsis, All Savings did not notify me that I had to re-pick my seats in Jan 2023 and now I am out $350 and would like my money back. They are not taking responsiblity. Thank you.

  Business Response

  Date: 05/29/2023

  To whom it may concern,

  Thank you for bringing this matter to Allsavingstravels attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns. 

  Review confirmed an involuntary schedule change occurred for this booking. As a result, the traveler was informed through an email about the new itinerary and with the customer's approval the ticket was reissued. 

  Since the seats were selected on American Airlines website directly, it is the airline's responsibility to make further adjustments in regards to the matter. Any auxiliary service bought via the airline directly, cannot be readjusted, changed, or refunded from the travel agency's end. 

  For that reason, we invite the customer to reach the airline for getting the assistance with the refund for the selected seats.

  We realize this is not the desired response, but we can only apologize for the frustration encountered throughout and that we are unable to assist the passenger from our end. 

   

  Best regards,
  Allsavingstravel Service Team

  Customer Answer

  Date: 06/21/2023

  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:

  All savings travel stated "As a result, the traveler was informed through an email about the new itinerary and with the customer's approval the ticket was reissued. Since the seats were selected on American Airlines website directly, it is the airline's responsibility to make further adjustments in regards to the matter. Any auxiliary service bought via the airline directly, cannot be readjusted, changed, or refunded from the travel agency's end. 
  For that reason, we invite the customer to reach the airline for getting the assistance with the refund for the selected seats.
  

  My response: The answer is incorrect and false. I was notified in an email that there was going to be an airport change HOWEVER, it did not state in the email that I had to RE-SELECT my seats. Therefore, a week before my trip there were no seats left and I had to pay for them. Another false statement was that it's the airline's responsiblity (american). When I asked the attendant at the airport about this, they said it's not their responsiblity because I booked through ALL SAVINGSTRAVEL - NOT American. I told AllSavingsTravel this already. I am looking for my right to refund please.
  

   

   

   

   

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

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

  Business Response

  Date: 06/30/2023

  We understand that the carrier may bounce the traveler back to the agency implying that it is our duty to provide assistance, however, this does not automatically mean that we as the merchant of the airline ticket can assist.

  It is important to keep in mind that the prepaid seats were purchased from the air carrier directly, not the travel agency. These are extra services offered by the airline, not the travel agency. Hence, in case a traveler did not receive the product that was paid for, it is the airline's responsibility to address the concern and process a full refund.

  As stipulated in the *********************************'s regulation - A consumer is entitled to a refund of fees paid for an optional service (for example, baggage fees, seat upgrades, or in-flight Wi-Fi) if the consumer was unable to use the optional service due to a flight cancellation, delay, schedule change, or a situation where the consumer was involuntarily denied boarding.

  Allow us to reconfirm, AllSavingsTravel is unable to offer the passengers to re-pick or re-adjust a paid product that was bought via the airline. It is a different system whereby such information is not reflected to merchants, since it is a system fully under the airline's control.

  With that being said, we encourage the passenger to submit a claim/feedback with the airline in order to have things rectified. From a merchant's end we are unable to work on the passenger's behalf to refund the funds paid to the carrier.

  We understand this is a difficult matter and realize the disappointment of the customer, but we can only apologize for the frustrations generated by the involuntary schedule changes and offer guidance to request it from the airline.

  Customer Answer

  Date: 07/11/2023

  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:

  Again, I did not purchase the tickets through American Airlines, it was through All Savings Travel. They are not being truthful. I would like my money back. 
  

   

   

   

   

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

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

• Initial Complaint

  Date:05/08/2023

  Type:Order 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.

  Company illegally withheld refund without cause. Will not return money even after qualifying under their policy. Good reason to believe this is an illegal business run out of a house, stealing credit card information. Beware!

  Customer Answer

  Date: 05/23/2023

  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]

  The customer service team I worked with was duplicitous, whether intentional or not, and lied to me. They assured me that paying an additional $150 fee would refund the flight credit for future use through AA, but that was a carefully worded lie. They intentionally did not mention that the flight credit would be restricted to only the same flight path. If I had known that originally I would never have paid the money. The website and all transactions are intentionally confusing, misleading, and vague to ******* customers. I have no doubt this company is ****** 

   

   

   

   

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

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

  Business Response

  Date: 06/03/2023

  We appreciate the customer providing additional information on this matter.
  
  Allow us to confirm that the customer was informed via phone and email about the rules of using the airline credit. From our end, we have provided the communication that rebooking must be done for the same routing, airline and for the same passengers as in the originally issued ticket. Additionally, in order to allocate the flight credit, the passenger had to cover the $75 processing fee per passenger, in accordance with the support bundle added at purchase.

  While verifying all of our logs, we can firmly state that the customer acknowledged and agreed in written form to the above-mentioned rebooking restrictions. If perhaps the traveler has a different information which is in discrepancy with our data, we strongly advise him to forward it to us for further review. We want to be thorough in our investigation.
  
  It is important to note, since the reservation was not eligible for the refund - the credit for future use was the only option available in order to not lose the ticket value.
  
  Although we are aware that the traveler is not satisfied with the aforementioned response, we can only apologize for not being able to meet their expectations and offer a different resolution. However, we as a merchant, must follow strict regulations imposed by the airline companies on their airline tickets. 
  
  Best ************************************************ Team

  
  

• Initial Complaint

  Date:09/16/2022

  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.

  On June 22, 2022 we ordered online tickets for Jet Blue which totaled $1000.05 for our family. After doing the transaction we found that we would not be allowed to choose seating until the day before our trip. We have daughters 27, 13 and 10 we have to be near them on a flight and not next to strangers. It also stated we couldnt have carryon luggage.So after realizing the above after placing the order we called about 35 minutes later to cancel. The first man we spoke to wasnt helpful at all and advised the whole trip was non refundable. I asked for a manager sat on hold for 50 minutes and then the line disconnected.Called *************** to start the dispute process. After speaking with BOA I again called AllSavingsTravel and reached another man named **** who was a little better in demeanor. Issue is he only wanted to refund $850.30 stating the support bundle of $149.75 is considered consumed and non refundable.The support bundle purchased according to their website is fully refundable thats why it was chosen for the just in case situation. I advised **** of what their website states he then repeatedly asked if we purchased the bundle. He was able to see that we did but continued to state the $149.75 was non refundable. I advised that I was not satisfied with this but to go ahead and refund me the $850.30 and I would challenge the remaining balance.I have asked my credit card to reopen the case because according to *** they were told something different and when she compared information that I retrieved from their website its very muted and has a lot of double talk. They need to be honest and honor what their website states and stop being dishonest. I didnt make a mistake here its in black and white. I hope they arent allowed to continue duping unsuspecting HCA employees its not professional.

  Business Response

  Date: 09/22/2022

  To whom it may concern,
  
  Thank you for bringing this matter to AllSavingsTravels attention. 
  We take customer satisfaction seriously and would like to take this opportunity to address your concerns. 

  Review confirms that the booking was made online on the website. The customer selected a light fare which was inexpensive but was restrictive. Meaning, that once the void period passes, the tickets are non-refundable and non-changeable. Additionally, since it was a light fare, it didn't came with any carry-on luggage and the pre-advanced seat assignments was only possible to be done 24 hours prior to the originally scheduled flight.
  
  As per the customers request, we would like to confirm that we addressed the matter and processed the refund for the airline ticket in the amount of $850.30 on June 23rd, 2022. 
  The funds were credited back to the original form of payment within 5-7 business days. The customer was informed and acknowledged the information in written form.
  
  According to our terms and conditions to which the traveler agreed by placing the order when clicking "Book Now" -- all of our support bundles are non-refundable by default.
  Additionally, since the passenger requested the tickets to be voided, the support bundle is considered used, since it helped to waive our company's service fee of the cancellation.

  We sympathize with the traveler, however, fulfilling the request of processing any additional amount which was charged for the support bundle cannot be done.
  
  We can only apologize for the dissatisfaction and for the frustration encountered throughout.
  
  Best Regards,
  AllSavingsTravel Team.

  Customer Answer

  Date: 09/22/2022

  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:

  Hello: 
  The responses from this business has changed throughout this situation. As a consumer shopping online we were not able to see the seating, baggage or this bundle situation until AFTER the purchase was complete. There were two bundles that were seen the bundle that specified full refund is what was purchased. This is the first time the bundle has been called light as I expressed with *************** you cannot see anything until you sign in and put credit card info in. Even now when I went on the website the first thing they ask as when we went back to the page is to enter credit card Information. I asked for a refund what does void the ticket meanthat was AST words I told the guy that I did not agree and a full refund was expected which is why the bundle with full refund was chosen. Information was not fully provided and now there is a light bundle that makes no sense its either no refund policy or there is a refund policy. At no time did that prompt state the bundle was non refundable. There is no sympathy here there is poor business practice and this is exactly what this is. You click the prompt so now here is what you have agreed to. Had all of this been provided before hand we would not have used this company. Trusting this  company because it was under HCA was a big mistake on my part. When things are clear and upfront then there would not be an issue but to have these explanations continue to change shows the lack of respect for the consumer.  

   

   

   

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

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

  Business Response

  Date: 09/23/2022

  Dear BBB,
  
  We are sorry of the dissatisfaction of the customer, however, the claims cannot be considered accurate. 
  We invite the traveler to search on our website one more time by selecting a random flight and check closely the itinerary and its information displayed. 

  
  All the information is provided long before asking for the credit card details. The passenger goes through the itinerary details, filling his address, then the passengers personal information, such as the date of birth, names, etc,; followed by our company support products, and lastly the credit card details. 
  
  Please find attached the *** of the whole booking page displayed and the required information necessary to fill in order to place the order by clicking "book now".
  In the *** provided, we have selected the exact itinerary the passenger had booked with us. 
  
  As we can see, the itinerary is shown first, and the required payment credit card details is on the bottom of the page, with the disclaimer of the company policy, the ticketing fare rules and the privacy policy.
  We cannot be held responsible if the passenger has ignored all the details and filled the order without checking the ticketing policy and our terms and conditions, which answer all the traveler's questions.
  
  Allow us to reconfirm, that the credit cardholder was refunded in full for the airline ticket.
  The amount the customer is seeking refund to is the support package which by in itself has provided the full refund for the ticket per se.
  
  One cannot pay for insurance, fill a claim, getting the claim fulfilled; and then expecting the amount paid for the insurance to be returned as well.
  The purchased insurance added in the first place is the whole reason why a claim could be fulfilled. The same applies for the Support Bundle the customer is referring to.
  
  If the support bundle wouldn't have been added for the booking, it would require the customer to pay the cancellation fee in the amount of 50$ USD per ticket, totaling ********************************* the screenshots attached by the complainant. Which for the record is an additional 100$ more than the bundle purchased with us.
  
  Hopefully this clarified the misunderstanding.
  
  Best Regards.

  Customer Answer

  Date: 10/01/2022

  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:

  
  

  BBB

  Thank you fir allowing me to bring my complaint to you in regards to All Savings Travel. I hope that you will allow my complaint to be made public. I have had this situation rectified but not by this business. They can say whatever they want but the bottom line is the company is fraudulent and I will make sure to let my fellow nurses know about this company and ******* their parent company. 

  
  

  With their practices they will loose business and they will shut down.

  
  

  
  

   

   

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

  
  Sincerely,
  
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