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:04/10/2025

  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.

  Booked an 8 day holiday package. It would coincide with the 65 birthday of my boyfriend. It was booked thru Groupon and then thru travel agent ****.We spent ***************************************** a subcompact car from each 2 star accommodation. We also had to pay extra for the rental car which wasnt properly explained. This added additional cost not expected.We are both senior citizens and English speakers and a Vegan.We advised the representative of our senior status birthday celebration and Vegan requirement.We had to move 3 times at the first accommodation. The second accommodation we had road rage pulling into the motel. The beach was dingy and the first day had a drunk guy passed out with a bottle. No beach accommodation like chairs or beach towels. And a **** for vegan food. The third accommodation we had to pay for parking up the street in a private parking lot.Sub-par, busted 65 celebration bait and switch taking advantage of a senior.**** blew a lot of smoke and did not listen to his clients. Horrible service from this so called travel agent.

  Business Response

  Date: 04/21/2025

  This client called to redeem a Groupon on a package they selected. This was a self drive package through different regions of **********. We apologize if that is not what they were interested in but having purchased that specific groupon for that package they were aware prior to purchase. the additional spent on the car rental was the mandatory car insurance which was clearly stated on the ad and on the emails sent to the client. 

  Customer Answer

  Date: 04/26/2025

  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 job of the travel agent **** was to explain the entire package. The Agent **** was told this was travel for a 65th Senior Citizen Birthday Celebration. We had 4 hour travel between locations totaling 12 hours on the road. I understand local hospitality at local hotels. We were first time visitors to **********. He claimed he had visited these locations before recently. The first location starting to refurbish their place. The agent **** was advised several times that the Birthday person was VEGAN. We spent 12 hours of our stay traveling winding cliff roads and was eventually told you get what you pay for. We paid for a 65th birthday celebration in a tropical country. We received ******* reservations. We paid for a tropical oasis stay with our Amex Plantinum card and we shouldve left home. We paid extra for toll and parking at one of the hotel at a private parking lot. Our agent **** didnt explain non of that. Bait and switch to Senior Citizens. 
  We recently received a threatening email from our Agent **** of legal ramifications because we complained about our horrible experience with this company. WOW threatening Senior Citizens. Wonderful response to a valid complaint. 

   

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

• Initial Complaint

  Date:02/20/2025

  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.

  Horrible experience, this made me emotionally drained. I had to contact the resort and management myself with no help my this travel agency. They are thieves, I tried to book a romantic vacation for Valentines Day to ******, I spoke to a guy named ****, he made a mistake and booked the wrong room, Your shady business doesnt even give you the reservation details until 2 weeks before your trip! And how is that the answer you give me? I went into this place after no resolution, no calls, nothing!! They just want your money, I couldnt even use my partners mosaic status with JetBlue because they booked us with separate confirmations because travel by jen used one ticket with their points. So I couldnt get the perks as my partner. They price matched the hotels price barely, I emailed **** what room I wanted. Specifically partial oceanview, they booked me basic come to find out 2 weeks before you leave. I noticed this because my transfer wasnt on the paperwork,. I HIRED these people so I dont have to fix the s**** **** My basic room that was 50 dollars a night cheaper was on the first level facing a bar that parties until 4 am. We fought the whole vacation because we couldnt sleep, *** the owner seemed nice and wanted to help but the resort said they didnt hear anything from anyone from that travel agency, I had to pay to upgrade when I got there on top of the money I already gave this shady travel agency! Theyre is so much more details I can write a book! They lie and take your money and leave you to figure the rest out! I could have actually saved money and got more perks doing it straight through the hotel but I support local businesses. I MADE A HUGE MISTAKE *** I WARN EVERYONE IN THE ****** AREA TO STAY FAR AWAY FROM TRAVEL BY JEN. They will promise you that everything is perfect when its not, and its not normal to give out your reservation 2 weeks before take off. It makes it impossible to fix. Thank God I saved all my documents to prove it

  Business Response

  Date: 02/20/2025

  The reservation was first made and confirmed at another resort. He later called and said he was no longer interested in the property that was booked and found another hotel he would like to switch to. The hotel he picked we do not directly sell so we made efforts to use other booking engines to accommodate this property. When the new property was booked, it was booked in the Deluxe Junior suite. After the reservation was booked an itinerary was immediately sent. We were notified 2 weeks prior to departure when he called the hotel that he was not booked in the correct room. After calling our office irrationally upset about the error the agent said that since we did not have availability at the room he wanted we would cancel it and he could book directly with the hotel since he said it was available through them. Which was an attempt to try to rectify the situation. The client came into the office to directly speak with **** and apologize for his behavior and said hello to *** and apologized again. The owner ***** also spoke to him and specifically said we would reach out to the hotel to try and get the original room you requested which she did.  We emailed each day to follow up with the hotel to see if the original room opened up which unfortunately it did not. He was told when he was in our office if for some reason the room did not open up we would help him on a new reservation to make up for the error on this one. The owner said if you had any issues while away to contact her directly and we did not hear anything about any issues during the vacation. The total charged on the reservation was for the exact room category that was received, the Deluxe Junior Suite room.

• Initial Complaint

  Date:02/05/2025

  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 contacted Travel by Jen via phone and spoke with ******** ******. She told us a different price coming from *******, **. She explained that due to the season, it would be cheaper to fly from ***** with this package. She would not allow us to get a full sentence out. We went online and purchased the package through Travel by Jen ourselves. ******** ******, called us first thing in the morning to tell us that the package we booked, for the accommodations was no longer available. She informed us that she would change the accommodations and send us the paperwork to sign and that we needed to make payment by the end of the business day. We were informed by the front desk that our room was not paid for by the agency and that we needed to pay $519 and asked how we are be paying. The clerk recommended we not patronize any of the nearby establishments. That it was not safe. He also informed us we did not have access to the casino.The room walls had scuff marks, the sheets and towels had stains on them, and there was a view of apparent mold on the inside and outside. The shower was grimy and slimy, used toilet paper, no soap, and brown water coming out of the pipes Sticky floor Floors were sticky. She placed the blame on us for booking the trip through their online website. She then stated that these are the type of conditions we should expect in the city of a third-world country. She also stated she would not travel amongst the city people in ******. What do you expect? This is not the resort. We were here for 3 nights for $519, the hotel was only $50 per night/room. On top of the conditions, this did not equate to $519. We asked for other accommodations. She said she would try to look into her affiliates and call us back. Of course that did not happen. She did, however, email back several hours later to say she had nothing. We should speak to ***** at the front desk to voice our concerns. Saving face. Very rude and dismissive on the phone conversation.

  Business Response

  Date: 02/06/2025

  The passenger originally called the office and the agent informed him that the hotels were "to be requested" and explained that meant that we needed to contact the hotel to request availability.  The passenger booked that night through our online reservation booking engine and was immediately contacted by an agent via email and vm to tell them know that changes needed to be made  to the reservation because of availability issue- that the Riu ****************** was not available and passenger was offered the Grand Decameron Panama which the passenger agreed to the change.
  When they arrived at the first hotel they booked in the city and they were not happy, we reached out to our operations department right away and they spoke to ***** at the hotel right away to try and make things better for the traveler. While the agent was looking for other availability at other hotels we were notified that the clients were upgraded and now happy. The agent emailed the clients saying she heard they were settled and happy in their new room and to let her know if she needed any further assistance and we had never heard back.
  We would have been more than happy to try and reaccommodate them but were under the impression they were ok with the upgrade when they didnt respond to the email from the agent.
  

• Initial Complaint

  Date:10/10/2023

  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.

  I purchased 2 trips to Cozumel right before the covid 19 pandemic happened. I was told no refund was available and would have to rebook my trip. After countless attempts to rebook have not been successful

  Business Response

  Date: 10/10/2023

  With out a booking number i can't look into this for detailed information. The general policy for covid cancellations were that the clients were given a future travel credit good to use for either one year or two - depending on the details of the package.  Again - without the details of this particular package i cant look into this specifically. 

  Customer Answer

  Date: 10/12/2023

  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:

   

  
  **********************
  
  Is the Groupon code. I wasnt given any opportunity to reschedule 

   

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

  
  
  
  
   
  

  Business Response

  Date: 10/13/2023

  When you called to redeem your Groupon voucher with our office you would have received a reservation number. If you do not have that information i can access your travel itinerary with your last name and original departure date. Once i pull up the original reservation i can look into this further for you. thank you. 

• Initial Complaint

  Date:10/05/2023

  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.

  To Whom It May ********* am writing to formally file a complaint against Travel by Jen, ***** regarding a recent experience with their services. My party and I had a deeply disappointing encounter with this company, and we believe it is essential to bring these issues to your attention.On October 3, 2023, we engaged the services of Travel by Jen, ***** specifically dealing with *************************************, for a trip to ******. We reviewed the invoice provided but decided not to sign the service agreement as we found it unsuitable for our needs. However, to our astonishment, our credit card was charged without authorization.In an effort to resolve this situation promptly and within the 24-hour window recommended by our bank, we followed the bank's advice and attempted to contact ************************************* via email to cancel the reservation. Unfortunately, our numerous emails went unanswered. We also made several phone calls but received no response, with no acknowledgment of our messages.Additionally, there was a discrepancy in our reservation, as we had initially requested a trip to ******, but the hotel was booked in ************ instead. Despite this, we have yet to receive our tickets or an official reservation confirmation from the hotel. It appears that our concerns were disregarded, and the reservation was not appropriately managed.Due to these issues, we feel compelled to dispute the charges on our credit card as they were unauthorized. We find Travel by Jen, ****'s lack of responsiveness, unprofessionalism, and the confusion surrounding our reservation wholly unacceptable.We kindly request that you investigate this matter thoroughly and take appropriate action to address our concerns. We believe it is crucial for Travel by Jen, **** to be held accountable for their actions and to prevent other consumers from experiencing similar hardships.Sincerely,

  Business Response

  Date: 10/06/2023

  Im not sure where the confusion on their part is coming from. They contacted the agent with in 24 hrs of purchasing the vacation package and the agent cancelled it and submitted the refund. The reservation was booked on 10/3/2023 and the next day it was cancelled and refund submitted on 10/4/2023. The booking agent explained that refund processing takes between **** business days. Since they have already filed a dispute, we will need to retract the refund, so it is not double processed.  

• Initial Complaint

  Date:07/24/2023

  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 made a purchase for a ********** trip in 2020 and paid the deposit plus upgrades for the hotel and the flights. It was a hassle to have to cancel because of COVID- of which no one knew how destructive or how long travel was being withheld. I asked for a refund and recently realized I never received one. Not only that but I had been waiting on the form from Travel by Jen to send me because for some reason it couldnt be sent via the email thread we currently had. They wont help get the credit for the trip money Im out they couldnt appeal to the credit on the airline that they set up as the travel agent (the airline said they couldnt do a credit with me as I didnt book the tickets with them directly.) Its BEYOND ridiculous that I cant get the around $550 back from a place that set it up and that they as the travel agent cant and didnt do anything to help other than say that I have to do it myself.

  Business Response

  Date: 07/31/2023

  This client booked a vacation on our online reservation system on April 23 2020 for a vacation to travel on November 15th 2020. At the time the reservation was made the client only paid a deposit on the package. Since we had already been dealing with Covid related issues for well over a month the covid cancellation policy in place was explained to the client. This policy was all packages were completely non refundable however we were offering a 2 year credit to rebook the land portion of the package and the money paid to the airline was subject to the policies of the airline that was booked. The card holder agreed to these terms and purchased the package. They paid $500 towards the airline and $198 to **********. On November 4th 2020 we were contacted by the clients saying they were no longer looking to travel. The agent was able to secure a 2 yr future travel credit for the land portion as an exception to the last minute cancellation. The client had not contacted our office again until July 5th 2023 8 months after the credit expired looking into the credit information. The agent at that time looked into making an exception for an extension and was able to secure $50 per person to rebook for client. As you can see from the wording on the support provided by the client themselves they never thought they were receiving a refund and always knew this was a credit with **********. 

• Initial Complaint

  Date:02/05/2023

  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 a vacation package from travel by Jen back in 2021 off of Groupon. The trip was for 4days & 3nights for myself and my girlfriend at the time but due to the outbreak of covid I had to cancel. Fast forward to me in a new relationship and I want to use my credit; I'm being told that I have to have my ex confirm she's not going! I don't see why my ex needs to confirm she's not going or why she has any say in what I do in regards to this trip. I paid for that trip with my debit card. This company has 1,500$ of mine tied up and I can't bring anyone without my ex's "permission" nor will they refund my money! I need help!!!

  Business Response

  Date: 02/16/2023

  This client purchased a nonrefundable vacation package and was given a credit to rebook a future vacation when they were unable to travel. The travelers were unable to travel again so again the non refundable reservation was cancelled,and the travelers were given a travel credit. Travel credits are issued in the names of the travelers. The credits are provided as a voucher to the name of the traveler which is the same way all airlines operate as well. We will offer the exception when the person who was issued the voucher releases control and allows another party to use the credit.
  

• Initial Complaint

  Date:01/23/2023

  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.

  I purchased a vacation online to ********** from Travel by Jen in March 2022. It included R/T Air. The trip was for travel in December 2022. Two weeks prior we received by email our "travel documents" (including flight itinerary). When we arrived at our departure airport that morning (3 am) for our 6 am flight, we were told by the airline that we had not been ticketed and the flight was full. They could see that flight tickets were reserved in March with my credit card (via Travel by Jen) but it had not been charged. They didn't know why. We spent the next two hours in the airport trying to contact Travel by Jen, leaving messages on their after hours number and email. We finally just headed home and we were contacted by our agent later in the morning. At that point we were told that it was the airline's fault and that we would have to find another flight on our own. I was able to find a flight at another airport the next day, that was twice as far, also at 6 am. So, after a very stressful 24 hours, with little sleep, we were off to **********. Since the flights were more expensive, as was airport parking, as well as needing to stay overnight in a hotel at the airport to get some sleep, our vacation package price increased about a thousand dollars. I do think we deserve some compensation for the loss of the original flights. We were very lucky to get two seats on the new flights that we found, leaving the next day. I think Travel by Jen needs to do a better job making sure that all reservations in the package are confirmed, and notifying us if there's a problem.

  Business Response

  Date: 01/24/2023

  At the time of booking there was an issue with American Airlines ticketing system and the airline tickets were never ticketed and the passenger was never charged. Although there was a processing error the flights still appeared on the itinerary, so the error was missed by the client and the agent. We were never notified by the client that they were never charged for the flights. When the client went to check in to the flight there was no active reservation. The agent worked with the client to find flights that would work and worked with the hotels to shift to the reservation to accommodate the new flights. The agent spoke to the client and asked them to touch base when they returned, and never heard back until we received this complaint. The agent has since been in contact and has agreed to offer a travel credit for the difference in the airfare they needed to purchase last minute. From the calls end we were left with the impression that the client was happy with resolution. 

  Customer Answer

  Date: 01/24/2023

  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:08/29/2022

  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 March 3 2022 I booked a trip to ********** for 2 people with Travel By Jen. As advertised the trip included hotel, airfare and rental car for $499 per person with an additional charge to fly from SLC. I paid a total price of $1725.85. On Mar 29 I was contacted by the seller and told that the airfare portion of the trip had been canceled and that my money for the airfare had been refunded, which it was. Subsequently, I researched and found my own flights and purchased them for the same dates. Unfortunately, these flights have also been canceled and refunded by the airline. When I called to tell them that my second set of flights had been canceled I was told I would have to esign a waiver for my trip which they emailed me multiple times. I did not want to sign it, and told them that I would prefer to keep my dates and hotel available, but was told no, I HAD to sign. Travel By Jen continues to advertise this trip for the same price, still listing it as airfare included with an additional fee out of SLC, but when I recently contacted them to ask about rebooking I was told that the trip is only available out of *******. I have asked for a refund of the hotel and rental car portion as they have indicated that they cannot provide the trip as originally purchased, but have been told I am only eligible for a voucher for $700 and my money will not be refunded. They do not offer the trip I purchased and their voucher is of no use to me. If they cannot or will not provide the trip that I purchased, I would like to have the price of the voucher refunded.

  Business Response

  Date: 08/30/2022

  The reason her flights were cancelled was because the original airline Alaska Airlines cancelled one leg of the trip, so we refunded the client the full amount of the original plane tickets that were purchased online. We then looked for new air and were not successful.  The agent explained that to the client and the client decided to look for her own flights and keep the land portion. The agent at that time explained that the land portion is completely nonrefundable. The client found flights on her own with American Airlines and advised that they were also cancelled. The next the agent heard was that the client was going to keep the land and keep looking for flights. I am not sure what happened with the ** flights. Unfortunately, the land package is prepaid confirmed and completely nonrefundable. If the client is not able to purchase flights for the dates she has booked for departure on October 13th we are able to keep the value of the land portion and she can apply it to another package/destination that we offer. She is still more than welcome to keep the original package she has - as she instructed the agent to not cancel until mid-September because she was still searching for flights. 
  

  Customer Answer

  Date: 08/31/2022

  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:

  This trip is still being offered in its original form with flights listed as included in the price.  The date I originally booked is still listed as available.   The last time I spoke to ***************************** I told her I was interested in keeping the trip if my original dates were still available.  She told me that my dates were unavailable, yet just today I received an email with the original trip and original dates advertised as available.  In light of that, it seems to me that she was not being truthful and her intent was to get me to accept a voucher.  I believe these people are disingenuous in the way they do business.  I was told my original flights were canceled, yet they still offer the trip with flights for the same price.  They told me they could not offer me flights and to find my own.  Yet here they are offering the trip with flights. This is nonsensical.  If you have flights, why was I not offered a chance to pay for them again after my first ones were canceled?  Could it be that there never were flights, and it was all a ruse to get people to buy a trip so they can be ripped off for just a portion of the price?  If you can refund the airfare why can you not refund the hotel and rental car that did not get used?  Possibly so that you can just pocket that cash knowing that your voucher will be worthless?  You are out nothing by refunding my money, as the land portion of the trip is not being used.  

  I was intimidated in to esigning some document which I believe was meant to have me accept a voucher which I did not want.  *** sent it to me at least 4 times in the course of a week and told me whether I kept the trip or not I HAD to sign it. She never did explain exactly what it was. 

  I respectfully request that you refund the remaining balance of $700.

   

   

   

   

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

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

  Business Response

  Date: 09/13/2022

  When the agent contacted the client about the flights the client decided to KEEP the land only portion which finalized the purchase. The reservation was made after business hours by the card holder on March 3rd and was contacted by an agent the following day, March 4th. At that time the client chose to keep the vacation package and look for air on her own. After that conversation the land portion became final sale nonrefundable, which the client was made aware on a recorded line. On June 24th, when the agent followed up about the airfare, she was told by the client that she had purchased herself air on American Airlines once again confirming the land portion. After American Airlines cancelled the flights booked by the client, she once again decided to keep the land portion and look for more flights OR shop for a new package. The terms are exactly the same as they have always been which the client agreed to. IF she chooses to cancel this active land reservation outside of 2 weeks prior to departure she will receive a credit to use to anything we sell. Again, this land package she purchased is still active and if she is not going, she needs to contact the agent so we can proceed with the cancellation and credit. I am including the emails that she sent to the agent stating she is KEEPING the land reservation or will cancel and REBOOK something else.   

   

  Customer Answer

  Date: 09/13/2022

  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:

  This business is completely dishonest.  Their timeline is not accurate.  I was told that my original flights were canceled on Mar. 29.  Several weeks after they just stated.  I have emailed them several times and asked to cancel this trip.  They are acting like this is new information.  I prefer to email as the agent that apparently is assigned to me, ******************* is not pleasant to speak with.  She is surly and impatient.  She does not listen.  She just waits till I stop talking so that she can talk.  At no time have they been honest about my reservation.   

  This whole experience has been unsatisfactory.   Take your $700 and choke on it. 

   

   

   

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

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

• Initial Complaint

  Date:08/25/2022

  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.

  I booked a vacation to ********** on 6/1/2022 with Travel by Jen. I chose all the options for traveling including hotels on travelbyjen.com website. When I paid full amount $4,526.90 for a reservation, 2 charges have posted on my credit card account, one for agent fee for $2,592.46 and one for $1,934.44 for ****** air. About an hour later after online reservation, the agent, ***, contacted me from Travel by Jen and notified me that one of the hotels I have chosen online for our stay in ********** wasnt available and asked me if I want to explore additional stay options. I have told ************************************* (travel consultant) at Travel by Jen that I would like to cancel the entire reservation. It was 2 hours after the purchase was made on June 1st, 2022. ******* has stated that the reservation has been canceled. I have requested something to be emailed verifying that the reservation has been canceled. After numerous calls to the travel agency, I was also able to get a credit receipt emailed to me on June 6th, 2022 stating that all charges will be credited back to my *********** credit card. I have called ****** Airlines around June 4th to double check that there is no existing reservation under my name. The 6 letters/digits reservation code provided on Travel by Jens invoice couldnt be located by ****** Airlines in their system. Between June 2nd and June 8th, I logged into my ****** Air account to verify that there is no existing reservation with my name. Also, I chat with the ****** agent online to make sure that there is no existing reservation with my name. ****** agent couldnt even locate the reservation with my name and reservation #****** provided by Travel by Jen at the time of purchase. Its a complete scam. I disputed charges with my credit card company after not receiving my credit for ****** charges, however, airline has stated that my family was a no show at the flight. I have supporting emails I will be taking to court in order to get my refund.

  Business Response

  Date: 08/26/2022

  I apologize but i am confused by this complaint. The card holder booked a trip - cancelled it - was immediately refunded - and supporting documentation was sent to him by the agent. As with any refund it may have taken a billing cycle for the funds to be returned to his account, but he immediately contacted the credit card and disputed the charge. This action by him has cause ****** to lock the funds. Regardless - i am not sure how or why he implying that our company is a scam. We cancelled and refunded immediately upon his request and it seems as though his issue is with ****** even though it is a result of his actions. Since his reservation is cancelled and refunded I am unclear what he needs from us.

  Customer Answer

  Date: 08/29/2022

  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:

  
  

  As with many other similar complaints on BBB, Travel by Jen is finger-pointing as to who is responsible at this point. It has been 3 billing cycles since the original purchase/cancellation date and I still havent seen my refund for the flight portion of the package. I had to cancel the ****** charge with my credit card company because Travel by Jen was unable to provide a verification of cancellation from ****** and it has been 3 billing cycles since the original date of purchase/cancellation. After investigating the matter with ******, my credit card company emailed me stating ****** responded that my family was a no show at the flight and my cc company reversed the previous temporary credit. I had to call ****** only because Travel By Jen claimed that they canceled everything on time and this matter is out of their hands. They kept telling me to deal with ******. When contacted, ****** couldnt locate the reservation because the confirmation number for the flight provided by Travel by Jen (******) didnt even match to an actual confirmation number (******) provided by ******. I have attached original invoice from Travel by Jen. The airlines representative and his supervisor said that the flight has never been canceled and my family was a no show at the flight. Therefore, I am not due any refund from the airline. Since I purchased the entire package on Travel by Jens website, I expect the full amount to be credited back to my card by Travel by Jen. Reservation has been canceled by me within 2 hours of the purchase due to selected hotels unavailability. At first, they let you choose the hotels (multiple hotels in the package in different locations), pay full price for the entire package, then tell you one of selected hotels is unavailable. This is a main reason for cancellation.  Travel by Jen and its travel agent are fully liable for not properly canceling the flight portion of the package. Since Travel by Jen purchases airline tickets on behalf of their customers, they should be 100% responsible for the full amount of the purchase and all refunds associated with it.

  
  

  Thank you,

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

  
  Sincerely,
  
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  Business Response

  Date: 09/01/2022

  I am pointing out facts - not finger pointing which is 2 entirely different things. The refund from our company and the airline were both being processed which he has now held up due to him initiating a credit card dispute. Him not having his money has nothing to do with our company. The services were cancelled and refunded immediately upon his request. There is not one single thing we did wrong or one single thing we can do to assist him now since his actions are what are causing the hold up.  He needs to deal with his credit card company and ****** airlines since they are holding the refund while they go through the process of the dispute. 

  Customer Answer

  Date: 09/02/2022

  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:

  Directing me to deal with ****** is a great way to take liability off you shoulders. I initiated the dispute with credit card company due to not getting a refund from Travel by Jen nor ****** within 2 billing cycles. I gave enough time for a refind to come back on my card. So, please, dont tell me that I am not seeing my money because I started the dispute with my credit card company. I am not seeing my refund because of your negligence and not properly canceling the reservation causing ****** to claim that there was no cancellation and I was a no show on the flight. 

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