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:06/24/2024

  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.

  July 10th, 2023 I purchase a round trip from *** to BER. The receipt number is *******. I was schedule to depart on Jun 1st, 2024.I not only purchased the flight, but also "Support Bundle" and a "Cancelation for any reason". The whole amount was $1,543.87 On May 31st, 2024 *************** CANCELLED my flight. I requested Chat Deal the refund. Up to this day Jun 23rd, 2024 I have not been offered the proper refund.First they got back to me, offering me only a refund from the flight BER to ***. Ridiculous, I never took the SFO to BER flight to begin with because it was cancelled.I have sent over 5 messages to "customerservice" I have filled-in a form 3 times, I have called that customer support number which is a scam, they direct you to fill-out a form and they would contact you later. I am still waiting...It was through KAYAK that this transaction was made. I can clearly see that they do not care about the scams they facilitate.

  Business Response

  Date: 07/01/2024

  To Whom It May ********************* you for bringing this matter to our attention. We appreciate your diligence in addressing the concerns raised by our valued customer, and we want to ensure that we address them thoroughly.
  
  We are truly saddened to hear about the difficulties caused by the flight schedule change as confirmed by the airline. Unfortunately, we do not have control over such scenarios. Airlines may change schedules or cancel flights for a variety of reasons, including weather conditions, technical issues, and air traffic control restrictions.
  
  Regarding the Support Bundle, please refer to the terms and conditions which state, "Ticket cancellation must be done at least 24 hours prior to the scheduled departure time."
  
  As confirmed by the airline, the ticket was partially used; therefore, they will only refund the unused segment. The refundable amount advised by the airline is $207, and this information has been communicated by our agent via email.
  
  It is important to note that we adhere to airline rules and restrictions, which bind us to the ticket's stipulated policy. Despite our efforts to assist by submitting a waiver for a full refund, the request was denied. Consequently, only the remaining value of the ticket can be refunded. We highly recommend that the customer also check with the airline using the information provided.
  
  We genuinely want to provide a resolution and have extended our efforts by repeatedly contacting the airline on behalf of the customer. We appreciate your understanding and cooperation as we navigate these policies.
  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 07/06/2024

  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:

  Chatdeal statement "the ticket was partially used; therefore, they will only refund the unused segment." is false. I never took any flight. Again, MY FLIGHT WAS CANCELLED BY THE AIRLINE. I did not use anything. What proof does Chatdeal have that I "used" any segment?. Where is that proof?

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

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

  Business Response

  Date: 07/14/2024

  To whom it may concern,
  

  We acknowledge the concerns raised regarding the refund for the ticket in question.
  
  Our company adheres strictly to the airline's rules and restrictions, which govern the ticket's policies. Despite our extensive efforts to secure a waiver for a full refund on behalf of the customer, the airline has denied this request. Therefore, we are only authorized to process the refund for the remaining value of the ticket as determined by the airline.
  
  We urge the customer to verify this information directly with the airline, using the details we have provided.
  
  Our commitment to resolving this issue is unwavering, and we have repeatedly contacted the airline to advocate on the customer's behalf. We appreciate your understanding that we must comply with the airline's established policies and ticket fare rules.
  
  Should there be any further questions or need for additional assistance, please do not hesitate to reach out.
  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 07/21/2024

  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:

  Bristish Airways advised me to a conference call with Chatdeal at phone number ************** **************** Support Team). I was contacted by Chatdeal and I offered to do a conference call with the airline *************** so we can straight this situation. Inmediatly after offering this conference call with us 3 parties, Chatdeal responded that they soley deal with the airline. This only proves they are hidding information to the airline.

  Chatdeal continues to say that I have used a segment of my flight. This they can easy demonstrate to be true by providing the following:

  (1) Proof I Checked-In.

  (2) Proof I was givin a Boarding Pass.

  (3) Proof I used this Boarding Pass to board the plain of the flight they say I used.

  (4) Proof the I did Migration to exit the airport, because they say I used an International flight.

   

  None of this will ever be provided... Why? Because I never used that flight segment, I never boarded the plane, I never was given a boarding pass, I did not Check-In. THEY ARE LYING!!! 

   

   

   

   

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

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

• Initial Complaint

  Date:05/01/2024

  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.

  I booked a ticket for a *************** flight in 2022 and cancelled it. For which I received credit from the airline to use by September 2024. When we tried to rebook with chatdeal, they said they weren't able to use the credit. We have been calling them and emailing them for weeks in hopes to book a flight this summer. They claim that they can't rebook the flight and haven't been communicated with us and basically cheated us out of out money. It is incredibly difficult to get to a resolution and I'm just not sure what to do because this was supposed to pay for my trip to visit my family in ***** as I'm graduating next week.

  Business Response

  Date: 05/19/2024

  Booking reference* *******
  
  Customer Information:
  *******************
  * ** *****
  ******* ****** **************
  ******* ********************
  
  To whom it may concern,

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

  A thorough review confirms that the client reached out to us and requested to use her travel credits, which are valid until July 10, 2023. Recognizing the importance of this, we contacted the airlines and requested if the travel credit could be extended due to their Covid-19 or Book with Confidence policy. Unfortunately, this was declined by the carrier as the reservation is not covered by those regulations.

  It is worth noting that travel credits are usually valid for one year from the original ticket issuance date. In the customers case, she was informed that the travel must commence and be completed on or before July 10, 2023. A detailed email including the validity and possible fare differences was also shared with the customer on September 23, 2022. We would like to confirm that the client agreed to this on the same day.

  Please note that all of these details were promptly communicated to the passenger. We are confident this information addresses the matter at hand.
  
  Best regards,
  Chatdeal Service Team

  
  

• Initial Complaint

  Date:04/25/2024

  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.

  Inquired about booking travel for myself and family (7 people). Called ChatDeal- a ******** of ***** for support as I had questions and also wanted to provide payment for the trip on 3 credit cards. Explained all of this on first call to representative. They assured me this would be no problem as we proceeded to identify my flight options. I quickly agreed and decided on travel plans and let agent know I would call the following day to book. From the morning of April 24 until that evening 10:30pm, I engaged in 10 calls (I was made to hang up and was called over and over to confirm each detail and was requested further details and information- some of which I did not know I needed from the get go from other parties in my group). In between those 10 calls and into today, April 25th I received and missed an additional 12 calls from this agent. I have also received communication via text and email. This was the most excessive, disorganized and painful service experience in my life. While the agent spoke kindly and was very patient with me as the customer, I am absolutely at a loss with how laborious this process has been, and how many times I was called for what could have been communicated in one email, with a list of requirements and information required. 22 calls, emails and texts, and I have only just received the tickets to my trip. No customer should have to spend this much time for a simple service of booking a trip.

  Business Response

  Date: 05/14/2024

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

  We apologize for any inconvenience caused by the multiple calls, emails, and texts received during the booking process. We understand that this level of communication may have been excessive and could have been handled more efficiently.

  Upon reviewing the details of the case, we have identified areas where our communication protocols can be improved. We are taking proactive steps to address this issue internally, including coaching the concerned agent on effective communication practices.

  Please rest assured that we are committed to enhancing our processes to ensure that our customers receive a smoother and more streamlined experience in the future.

  For any further concerns or would like to discuss their experience in more detail, we encourage them to reach out to us directly. An email was already sent to the customer to address this matter. We are here to assist and address any additional questions or issues they may have.
  
  Thank you for your attention to this matter.

  Kind regards,

  ChatDeal Service Team

• Initial Complaint

  Date:02/22/2024

  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.

  June 12, 2023 - ticket issued Sept. 4, 2023 - ticket refused TSA would not accept misspelling of name; different from passport.I had repeatedly requested Chatdeal to correct their error but they ignored me or hung up on me.

  Business Response

  Date: 02/27/2024

  ******* ********** *******
  
  ******** ************
  *******************************
  **********************************************************************
  ******* ****** ************
  ******* ************************
  
  
  To whom it may concern,
  
  Thank you for bringing this matter to CHATDEALs attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns. 
  
  Reviews confirmed that **************** indeed reached out to our customer service team within 2 hours prior to her scheduled flight. Her request was related to a name correction on her ticket. Given the time constraint and the complexity of her multi-carrier itinerary, our service agent advised her to contact the airline directly at the airport counter for a quicker resolution.
  
  Despite our best efforts, we regret to inform you that **************** unfortunately missed her flight. However, we remained committed to assisting her throughout the process. We promptly contacted the airline on her behalf to initiate the refund process, as per the policy associated with her ticket. We are pleased to report that the airline approved the refund, and we informed **************** of the refundable amount, which totals $12,986.30.
  
  **************** has accepted this resolution, and we have assured her that the credited amount will be returned to the original form of payment within the next 2-4 business weeks.
  
  We are confident this information addresses the matter at hand.
  
  Best regards,
  CHATDEAL Service Team

• Initial Complaint

  Date:11/01/2023

  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.

  I purchased from Kayak online flight reservation for a trip to Europe the provided reservation # ******* was not valid at the airport or at any online airlines when try to check in--I had trouble to document I have a reservation -see screenshots saved--When bad weather was forecasted in ******* for my return day my requests to change flight date was flat denied initially until I provided reservation contractual conditions that allows me to change dated for a $199 fee-and still Chatdeal customer service did not bother to even check any alternatives days or routes to avoid cancelations-Even I sent them several times available flights on the same route on the days I requested-They always replied: "No flights available '' -Kayak does not have customer service by ph or email? they outsourced it to a contractor( Chatdeal)that are not able solve any issues or access your flight info They are incompetent, rude and make fun of me when asked for help to reschedule a return canceled flight from ******-It was an emergency situation and they laugh it out?I was abandoned in ****** without hotel or rescheduled flight by Lufthansa that has major flights cancellations that day with thousands people sleeping in the airport for days Chatdeal did not help -The only reply they have is "issue solved" without solving anything I had to purchase another ticket from another agency next day and same route Kayak cancelled on their reservation It is not fair I pay two times for same flight and lose another $1645 to be able to return home since Kayak was not able to provide this service I paid for ************ should assume consequences of scamming and abusing customers someone from Chatdeal (Summer from Customer Experience Team) keep emailing me with fake promises from airlines-We had no connection or business relationship with Air ****** or Lufthansa directly I demand full reimbursement of the charge-that will only cover partially my loss My Credit card will deal with them

  Business Response

  Date: 11/09/2023

  To whom it may concern,
  
  Thank you for bringing this matter to ChatDeals attention. We take customer satisfaction seriously and would like to take this opportunity to address these concerns.
  
  After carefully reviewing the travelers experience, we can confirm that initially, the customer requested a voluntary change. However, the preferred flights requested by the guest were not available for us to rebook due to routing restrictions stated as per Lufthansas fare conditions. According to the ticket fare rules and carrier policy - changing the origin, route or destination is not permitted. Since assisting the customer with the exchange for the requested option was not possible, the reservation was left as it is.
  
  On the departure date of the returning segments, based on the communication received from the traveler there were flight cancellations at ************** and Lufthansa did not assist the passenger with reprotection since there was nothing available that could be provided as an alternative.
  
  Since the ticket was partially used and there was no possibility to rebook the passenger - a refund was requested and is pending airline approval. As soon as the carrier approves the refund, a credit will be issued back to the customers original form of payment.
  
  Once our service team receives updates from the airline, we will communicate it to the customer, including an email in written form confirming the refund process being finalized. Herewith are the email correspondence we had with Air Canada regarding the ongoing refund request.
  
  We are confident this information addresses the matter at hand.
  
  Thank you,
  
  ChatDeal Service Team

• Initial Complaint

  Date:10/06/2023

  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.

  On May 25, 2023, we (******* and ***********************) paid for a business class ticket to fly from *********** to **************** in ******, *******. At the airport, we were downgraded to economy. I am requesting a refund. They gave two excuses. First excuse was they had to change to a smaller aircraft. The second employee at a different time said the flight was overbooked. Either way, I paid for something that I never received. I am expecting a refund. I filed a complaint with Chatdeal ********). I keep getting the same response that they are working on it. It doesn't take that long to get a refund. This is the 5th month that they are "working on it".

  Business Response

  Date: 10/19/2023

  To Whom It May ********************* you for bringing this matter to our attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns.
  
  Review confirms a downgraded cabin class from business to premium economy. In response to the query, assistance was provided by the service team, however, there was a delay from the airline side in confirming the waiver for refund.
  
  We would like to confirm that we addressed the matter and processed the refund in the amount of $2291.08 on October 17, 2023. The funds will be credited back to the original form of payment within the next 20 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,
  Chatdeal Service Team

  Customer Answer

  Date: 10/19/2023

  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:08/31/2023

  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.

  September 9, 2022 we went through Chatdeal on *****s travel agency website to buy 4 tickets for a trip from *********, ** to ******, *****. We paid $4895.96 for these tickets, plus an additional fee for travel insurance. In October of 2022 we received word from British Airlines that due to a terminal change our time between flights was too short. Due to being very prepared people, we called ***** to have this fixed. After many back and forths ***** confirmed that our flights had been amended and our layover time was long enough to catch our connecting flight. Since then we never thought anything different. Between then and now, we would occasionally receive flight updates from ***** about changes to layover times, minor things that did not impact our flight. Come to this past Sunday August 27, we are getting ready to leave for our trip on August 31 and we log into our *************** manage my booking site, we noticed only 1/4 flights was showing. We call BA to confirm and they requested we speak to *****. After 3 painful and anxiety filled days of awful customer service, escalating to managers, being on the phone with ***** at 12 am and then again at 4 am, and having amazing help from BA, we come to learn, today, August 30 (the day before our flight) that ***** cancelled out flights back in October 2022, never told us, and never rebooked. They left us high and dry, did not refund us the $5000 and did not rebook our flights. We ended up having to buy last minute flights directly through the airline for $11,000.00. And the travel insurance we bought does not cover ***** making errors. ***** has failed to help us, failed to acknowledge their error, and if it wasnt for us pre-checking our BA account, we would have never know the flights were never real until we showed up to the airport. BA has confirmations of ***** cancelling our flights and confirmed that ***** not BA has our owed $5000.00. This has been an awful experience and awfully expensive for no reason.

  Business Response

  Date: 09/06/2023

  To whom it may concern,
  
  We apologize for the delays in getting back to you with a reply.
  
  After a thorough investigation for travelers' reservation, we are unable to confirm the passenger's statements that it was ChatDeal who canceled the bookings. Indeed, based on the history of the booking, there were minor schedule changes that happened; however, these wouldn't affect the flight.
  
  We believe there was an error from the carrier's side that canceled the passenger's tickets. Since, based on the new information brought to light, the actual cancellation happened not in October, as stated by the passengers but in May of 2023.
  
  Once the cancellation was brought to our attention, ChatDeal service team tried on several occasions to reinstate the tickets, however, the airline refused to reinstate or provide alternate options. We took the initiative to request a full refund for the canceled flight instead and we are still waiting for the carrier's response.
  
  Currently, the refund request is pending, and once our service team receives a reply from the carrier, we will immediately communicate it to the client.
  
  We thank you for your patience as we work hard to get back to you.
  
  

  Customer Answer

  Date: 09/06/2023

  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:

  The answer from ChatDeals does not align with any information that both ChatDeals representatives and British Airlines representatives have provided to us many times over the phone. I do not believe their response and think it is a way for them remove the blame and onus from themselves. If the flights were cancelled in May 2023, I would question why ChatDeals never sent us an email or any form of communication to inform us of the cancelled flights. *************** has confirmed that they do not have the money, but instead it is with ChatDeals. *************** has also confirmed the flights were never cancelled on their end and the flights were still operational. *************** also provided the name of ******* and the date that ChatDeals requested the cancellation. We are now out of the money from our original flights, plus the additional $11,000 for last minute flights - a refund and more is the minimum that can be done. 

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

  Customer Answer

  Date: 10/09/2023

  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:

  Chatdeals reached out to our personal email address to provide the same update and I requested the proof of the new information they found during their investigation, as it does not align with anything we have been told in the past. They did not respond to that part of the email and kept saying they will reach out once they hear back from ***************.

  I am concerned that this will never happen, I believe that they have not and will not actually reach out to *************** and they will continue to say our refund is pending. If our flights were cancelled May 2023, why are we still waiting for a refund 5 months later. Based off of other reviews about ChatDeals, this is what they do and sadly the customer does not get the resolution they deserve.
  

  I am not satisfied and this is not resolved until our entire order, 4 round trip flights, and the flight insurance is repaid to us.

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

  Business Response

  Date: 11/14/2023

  We apologize for the delayed response.

  As noted previously, the flight was cancelled by the airline company, in this case **************** We sympathize with the passenger's situation, however, we as a 3rd party merchant have no authorization to cancel or alter a traveler's itinerary. Our team understands that the client's receive conflicting information whereby it is stated that the agency cancelled the flight, but this information cannot be considered as true. In case of any communication from the carrier's end noting this fact - we encourage the traveler to obtain the exact evidence that *** serve as proof.

  Nonetheless, as communicated, our service team has requested a refund on the basis of cancellation, and it was pending airline audit. We were able to obtain approval for refund and the refund process has been initiated. Within the next 7 days the credit will be processed and displayed on the cardholder's statement.

  We are confident this information addresses the matter at hand.

  Best regards

• Initial Complaint

  Date:08/18/2023

  Type:Service or Repair 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.

  on monday august 14th **** i was attempting to buy air tickets from kayak woth affirm for 2775$ paid up front and 580$ per month until the amount was paid. kayak apparently owns a company called chatdeal which then contancted me on the following wednesday to secure the seat location i wanted (aisle, window, middle). 30 minutes after that phone call they tell me to secure those seats i will need to pay 550$ and that my card was declined and requested updated card information. after that they attempted to charge my card 11,000$. i froze my account after which they contuied to ask me for updated payment information. when i attempted to cancel over the phone i was told this wasn't possible. affirm is still trying to get me to honor the loan after chatdeal attempted to steal 11,000$ from me. i am currently out 2775$ and my bank account and credit card have been frozen

  Customer Answer

  Date: 08/19/2023

  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:08/09/2023

  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.

  I bought 3 tickets for myself and my 2 kids on Kayak on May 23rd, 2023. I received the booking confirmation from a website called Chatdeal. A week later I had to cancel my flight due to a medical emergency ( surgery to remove benign tumour). I called chatdeal and provided the relevant documents and I called the airline to know their policy. Both the airline and Chatdeal offer full refund for medical emergencies. For 2 months now chatdeal didnt refund. I called customer service more than 10 times. Each time they say they working on it. I called the airline and they said that chatdeal is the party who should provide my documents and request the refund. And They said Chatdeal didnt contact them. Chatdeal keep sending emails that the airline didnt respond. The fact is I bought from Chatdeal on Kayak not the airline and they dont want to refund although they confirmed I deserve a full refund based on the documents I provided. I need help to get my refund. I bought 3 tickets for 4,466.03$ And the Booking # *******.Very respectfully

  Business Response

  Date: 08/24/2023

  To whom it may concern,
  
  Thank you for bringing this matter to ChatDeal's attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns.
  
  Based on our records, the customer requested a refund due to the medical reasons. As per the traveler's request we have filed a refund due to medical reasons and the essential documentation was duly submitted to the airline platform for review. Furthermore, we removed the seats on the reservation to avoid the passenger being tagged as no-show.
  
  The refund request, along with supporting details, was submitted to the airline for a potential exception consideration. Despite our best efforts, we have yet to receive a response from the airline regarding this matter.
  
  Our team are diligently pursuing the refund process and have been sending several chasers to the airline in order to speed up the process. As soon as we receive an update regarding the status of the refund, we will keep the customer promptly informed.
  
  We appreciate your patience and understanding.
  
  Regards,
  ChatDeal Service Team

  Customer Answer

  Date: 08/29/2023

  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]

   

   

   

   

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

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

  Business Response

  Date: 09/11/2023

  Dear BBB,

  We thank you for your patience as we are working on the matter. However, since the refund is not allowed per the fare rules, we need the airlines involvement to obtain an exception.

  As stated in our previous reply, our service team has submitted a refund request on the basis of medical issues, and regretfully, it is still pending review. Such refund requests must be audited by the carrier's refunds team and usually it takes a longer period of time to have them provide an answer.

  Despite the multiple chasers, our team is asked to allow them the necessary time frame as they clear the refunds request backlog. Once the refund is approved, a credit will be issued back to the customer's original form of payment and displayed within one billing cycle.

  We thank you for your understanding.

  Best regards, ChatDeal Service Team

• Initial Complaint

  Date:07/28/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 August 13th 2022 I purchased 2 round trip airplane tickets from ******* To ******* ********* for my Parents ***** and ******************************** using their Credit Card for $2858.34 Via Kayaks website. On October 19th, 2022 I got an email from GOL Airlines and Chat Deal saying that the flight had changed. The new flight one missing one leg of the return flight from Cordoba to ******.I called GOL to fix the tickets and they did that for me, and said to message Chat Deal to let them know that the itinerary was changed. I immediately sent a message via the contact us page on Chat Deals site to let them know that GOL fixed our itinerary because it was missing a part of the flight.When I arrived to the airport with my parents the person at the ***************** ********* with GOL) counter told us that the tickets were incomplete and even though the itinerary showed the full flights to and from Cordoba, there were not tickets assigned to the section from Cordoba to Rio.We could not get ahold of customer service for Wowfare / ********************** over the three hours and they had to buy new tickets. The bank statement lists ****** Services ************** which is WowFare according the the Phone System, but Kayak.Chat Deal in emails. We opened a case with Chat Deal ( case number ******) on December 14th 2022 and they still have not given us a refund for the tickets they issued that were incomplete - unusable -and not what my parents paid for. We call every month and they say they need GOL to approve the refund, but we did not pay GOL. We have emails and all proof to show they have scammed by parents out of $2858.34.Most times you cannot reach them on any of the 4 phone numbers they have listed. They just go dead or they hang up on you. Please see supporting attachments.

  Business Response

  Date: 07/31/2023

  To whom it may concern,

  
  I hope this email finds you well. My name is *****, and I am writing to address the concerns **** raised regarding the issue with her parents' airline tickets purchased through Chat Deal for the flight from ******* to *******, *********.
  
  First and foremost, I want to express my sincere apologies for the inconvenience and frustration her parents have experienced throughout this process. 
  
  Our colleagues have copied me in their communication as they were looking into the matter, and I was sad to learn of the difficulties related to the refund process. I completely understand the gravity of the situation, and I assure you that we take these matters seriously.
  
  After carefully reviewing her case, I would like to provide you with an update that we have been working diligently to secure the refund for the incomplete and unusable tickets from the airline.
  As of now, we are still awaiting approval from GOL Airlines to proceed with the refund process. I understand her frustration, and I want to assure that we are committed to resolving this matter as swiftly as possible.
  
  Thank you for your patience and understanding. Rest assured, I will personally monitor her case to ensure assistance will be provided accordingly.
  
  If you have any further questions or require additional assistance, please do not hesitate to reach out to me. 
  
  We value your patronage and strive to ensure a seamless travel experience for all our customers.
  
  
  Best regards,
  

  *****
  Customer Engagement Specialist

  
  

  Customer Answer

  Date: 07/31/2023

  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:

  Sufficient time has passed to get a refund authorized from Gol. It has been 8 months since the flight was cancelled because of what GOL says is Chat Deals fault, and almost a year since the tickets were purchased. 
   Chat Deal has provided no proof that they have contacted GOL. *** said that they cannot see that they have been contacted by Chat Deal with a request for a refund when they look up the flight information.
  I would like proof that there is an open case with GOL and that there is activity on that case. Otherwise I demand a full refund from Chat Deal, who mishandled the processing of my parents airplane tickets, making them invalid. Please contact us to get the information that you need to process  the refund, since the credit card they used has been closed. 

  
  Sincerely,

  ****

   

   

   

   

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

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

  Business Response

  Date: 10/05/2023

  To whom it may concern,
  
  
  We are sad to learn that our original response has left the client satisfied.
  
  
  Our team would like to assure the client that the cancellation on the booking is not a result of error or negligence on ChatDeal's part; and we feel sad to learn that the customer is being told inaccurate information. But from our end we can provide messages from the airline's system that will prove otherwise.
  
  
  To answer the client's question, we were unable to communicate any flight cancellations or schedule changes because our team was simply not informed of any changes from the carrier's end. As per the previous experience, evidence shows that whenever there was a schedule change - our team has sent the client messages related to the cancellation/schedule change whereby it required customer's approval to reissue the ticket.
  
  
  For the last cancellation, sadly, our team was not updated concerning the matter, and as a result we were unable to assist the traveler accordingly. It is confirmed that while checking the booking details, the passenger's personal data was properly attached to the reservation, thus it was also within the airline's responsibility to update the client about any changes.
  
  
  We also noted the client's claims that *************** does not have any funds, however, while checking the booking on the carrier's website - data about the fare, tickets, itinerary is  clearly reflecting hence this cannot be considered as true. Travel Agencies are unable to issue tickets via the airline system if for those tickets payment is not received. Issuance of the tickets in such cases is impossible. 
  
  
  If the airline states it was the agency's fault and the agency canceled the booking, we invite the client to obtain an official letter stating this in written form, where the described data can be confirmed in order to consider it as proof and further forward it to the carrier's headquarter for review. We believe this will speed up the refund processing.
  
  
  We would kindly ask the passenger to bear with us as we're doing our best to resolve the matter
  
  
  Best Regards,
  
  
  ChatDeal
  
  

  Customer Answer

  Date: 10/25/2023

  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:

  Clearly, first of all you said " But from our end we can provide messages from the airline's system that will prove otherwise." yet you provided no such proof.

   

  Second, you are talking about *************** which is not at all involved in this cases, which means you are mixing up cases and not responding to MY complain and looking into MY case which is with GOL Airlines.
  
  So no, I do not accept your response, I do want my refund, and yes, the only time you communicated to inform me of a flight change you sent me one with a missing leg, the last stop on the new flight was ****** instead of ********* as originally booked, a difference of about **** miles between destinations.
  
  I want my refund NOW.

   

   

   

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

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