Business ProfileforShahi World Tour And Travels LLC

We had booked a Europe trip back in December 2019, for May 2020. Due to the Covid-19 Pandemic it obviously did not happen. We were referred to this company by a family friend and we thought we were in good hands. We understand that it was hard for everyone during the pandemic and still is, however that is no excuse for this company to not answer questions, return phone calls or respond to emails. We had to keep calling them to confirm we did have a credit with the airlines when the pandemic first happened, which again we can understand it was a new time of navigating through what the airline industry and travel agents were going through, however they gave us “credit” different from what was stated directly on the airlines site. Fast forward a year later, I’m just looking at the airlines website and we are now eligible for a refund however the travel agent has to be the one to apply for it. We call them immediately as there is a deadline, we call and email and they are not giving us a definite answer. We just want proof this is done. We get an email back stating that their system had been purged and they do not have our ticket information. We continued to follow up via emails and phone calls and they kept saying that they cannot get a hold of the airlines and we have to go through our credit card for a chargeback. They as the vendors know we weren’t eligible for chargeback due to it being over 120 days since booking. I called the airlines directly to ask if this travel agency had reached out and they said no they gave me instructions to give to them so they could call, they also sent them emails. I spoke again to the airlines pleading with them and stating this agency isn’t willing to help us and sent them a string of emails proving so. Since the email string got sent to the airlines we got a refund within a day of that. Shahi or Big Travel may have helped in this part - I’m not sure and not willing to call the airline and stay on hold for a long period of time to find out. I am grateful we get a refund in the end as it was large amount of money but it was not easy. You would think hiring a travel agent - they would take away stress from you. This company added more stress and frustration. They should have clear communication of what is being done as we cannot provide details or nothing can be done is not the right answer. I honestly believe if I had not called the airlines and asked about how to proceed with a refund I would still be emailing and calling Shahi/Big Travel today. As the agency they should have originally initiated the refund process but we had to request it. This company had poor customer service and if you put a bad google review they threaten you with lawsuits. I would advise anyone thinking about booking with this company stay away. They are difficult and make excuses.