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:04/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I first bought a round trip ticket from *** TO ****, **** from ************** thru **** TICKETS ON SEPT 23 2024, I paid ********, included ****** for insurance. Leaving LAX ON 12/23/24. On 11/30/24 I called ASAP to change date of departure for earlier due that my brother was getting worse of his kidney cancer. I was told I had to pay an extra of $892.61, which I decided not to do. I look for ************** Reservations and found this tel.************. ***** ****** answered, she told me she was from *****. I explained her my whole sty and she said she will help me. After being on the phone for over 2 hours, back and forth, because shes did she was consulting to her team, she told me that I had to buy a new ticket going thru LATAM direct flight, leaving on 12/14/24, and I paid $1,024.75, and she also said to pay the xtra $892.61, BUT THAT THIS LAST SMOUNT ALONG WITHTHE ******** I paid to ASAP was GOING TO BE Refunded TO ME TO MY CREDIT CARD. She said she initiated the refund inquiry on 11/30/24. She sent me an email with all this info. When I got this email I noticed it said AIRTRAVELPAD and not DELTA. Anyways, she said the refund will be in my credit card by mid January 25. I returned from ****, after burying my brother, and up to this date I never got the refund. I called many times and I was told that ***** ****** had been fired , therefore I spoke with ******* ****** ******* , Did, etc. They said That i will get it in 3 weeks, then in 2, etc. THEY WETE LYING AND FOOLING ME AROUND . At the end on April 5, I called, and hanging up on me many times. I was told by *** or *** , I believe that I SHOULD NOT CALL ANYMORE.THAT The merchant WAS NO LONGER THERE AND THAT THEY COULD NOT GV ME ANY OTHER DETAILS. THE AMOUNT THAT WAS PROMISED TO BE REFUNDED TO ME WAS $2,268.46. PLEASE INVESTIGATE THIS *** And STOP THIS FRAUDULENT **** Thanks. *******

• Initial Complaint

  Date:03/12/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called carnival was connect to **** *****. She stated on Jan 30 2025 that I had to pay the rest of the cruise to cancel it. I paid *******. She said now she can refund it all. She sent me conformation and said I would get it no later then 3/10/25. Never recieved it. Carnival never heard of her and she doesn't answer the phone she gave me.

  Customer Answer

  Date: 03/12/2025

  I called carnival to cancel my cruise and they transferred me to this **** *****. Later I found out she works for airtravelpad.com. that is a scam company carnival is telling me. **** said she worked for carnival and told me to pay for my cruise in full then she could refund it all otherwise I would lose 500 dollars. I gave her my debit card she charged 1578 dollars. Said she paid the cruise and was refunding the money. She proceeded to book another cruise through carnival for me which carnival stated was booked. I was to receive the refund no later then 3/10. It never came and her number goes to voicemail and her email returns. I have copies of her email with confirmation conformation  if needed.

  Customer Answer

  Date: 03/24/2025

  I sent you all the communications with the company. What else do you need

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called a number that was advertised as ************** about changing a flight because I needed 2 business class tickets not one. They said they were a consolidator and they could book me 2 tickets on United and they would refund the initial ticket with *****. After I paid them they dropped the call and never sent the tickets. When I logged onto United I saw there was a farelock for $6,862. I had one charge on my credit card for $4,826.02 and one for United $39.98 which must have been the farelock. When I called them to cancel with ******************************* the rules had changed and after midnight of day purchased I couldn't cancel. Then they told me they would cancel it. They neither cancelled it, nor was the original Latam flight changed or refunded. ***** said I can dispute the charges once they aren't pending. I subsequently cancelled my credit card and also put a freeze on my credit to help prevent any further damage.

  Customer Answer

  Date: 02/05/2025

  This complaint was not against **************, it was against the consolidator posing as **************. Air Travel Pad is the business I'm filing against.I believe they operate out of ******** not ***************** and the Caribbean.

   

• Initial Complaint

  Date:02/02/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We called a phone number listed on a flight booking website related to ****************. We had a few questions regarding policy. As we progress, we get a price and book tickets for 6 passengers to ***. The company name in correspondence is AirTravelPad.com. We have been in communication with this company numerous times regarding a refund or receiving the product we agreed to purchase. They have not delivered on either. This is a sister company to *********** as we find out. We have tried to contact Fare-Finder and every time we ask to speak with someone regarding a dispute for tickets we did not receive, they hang up on us. We have multiple documentation regarding this. Our bank, **********, has been in communication with the company and they tell them that we have a reservation and all is good, we just need to finalize the reservation. This is not the case and the company has told us numerous times that they do not have a reservation and that the refund has been issued. We have not received a refund. As well, ******** does not have a reservation from this company. We have since booked alternative airline tickets, but would like help in recovering out $2341.20 that has been taken out of our account and not refunded. ********** has since closed 2 disputes saying we authorized the charges. We did authorize the charges, but we have not received a product for our money.

• Initial Complaint

  Date:01/22/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This number is on the web and they claim they are reservations to assist with carnival cruise line booking changes. **************. Other numbers associated are ************** and **************. Other names assoc are airfare or travelpad. Email ****************************** Bogus address **************************************************************************************************

  Customer Answer

  Date: 01/23/2025

  Please see attached

• Initial Complaint

  Date:01/14/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an airline reservation thru ****************** on 10/23/24. I then called back to cancel the flight and I ******d the phone number to get customer service department and ************ appeared in the ****** search. The person who answered my call claimed to be an employee for a third party company that handles reservations for ******************. Since it was an early am call i figured that it was an overseas company operating a 24X7 business model. This representative told me the card i used could not be used for a refund and i needed to provide another card. I thought this was strange but they kept making it sound legitimate so I provided my debit card. The amount of the transaction is $1025.80. My credit card company is telling me that since the email confirmation I have claims a refund was provided to a different financial institution that they cannot help me. I provided a detailed copy of that financial institution's statement during the time the refund was supposed to be received showing the refund never came. My credit card company says there is nothing they can do even though I provided proof that i actually had cancelled the flight directly thru Southwest which were refunded directly back to the same credit card company I initially purchased the tickets with. The *********************** has already credited my credit card with a refund for tickets with the same confirmation numbers listed from airtravelpad.com. I have attached those documents as well.

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I contacted **************** customer service to cancel my reservation for November 13 to November 19 and to request a refund. A representative named ******** ***** from airtravelpad.com answered my call. He placed me on hold to check the status of my ticket and informed me that my purchased tickets were non-refundable. However, he offered to upgrade my non-refundable tickets to refundable ones for an additional payment of $1,748, assuring me that I would receive a refund of $1,748 plus the amount of the non-refundable tickets within two to three billing cycles, totaling approximately $4,094. Trusting Mr. ******* assurances, I paid the $1,748, believing I was dealing with ****************' customer service. On December 18, 2024, as the refund deadline approached without any deposit into my bank account, I called Mr. ***** directly. He informed me that **************** would not issue any refund, providing no further explanation, and repeatedly apologized for the inconvenience. When I pressed him for clarification on why I had to wait a month and a half to learn that no refund would be processed, he admitted that they were a third-party service and not affiliated with ****************. Consequently, I lost all my money and was unable to recover any funds through my bank dispute. This experience raises concerns about how such companies manage to deceive consumers.Regards Sunny Kawsar

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******'s USA customer service agent undertook a fraudulent purchase when I called to reschedule my flight. I never authorized the purchase of a new ticket. In fact, all the information they provided me with was inaccurate and clearly undertaken with the intent to perpetrate fraud.The number I called was: ************** image.png And they identified themselves as Hainan Air. They told me that the only way they could change my existing reservation was to upgrade the ticket and that I would have to pay ******* in two separate payments, but that all would be refunded once the ticket was changed. Through the entire conversation, I was quite suspicious since I was sure that I had a ticket that could be changed, and finally when they told me they had to access my Expedia account since I originally purchased through ******* I knew something was up. Finally, when they sent me an email that was clearly not from Hainan Air, I decided to do a quick search while they had me on hold and saw other people had faced the same scam, so I hung up and locked my credit card. Unfortunately, the charge of $1110.10 had already gone through. Luckily, the second charge of $5000.00 was blocked. I immediately phoned my credit card company to report the fraud.After this I called Hainan Air using the phone number in ***** and they were able to reschedule my flight (*************) with no problem and no charges. I had no idea that another ticket had been purchased and only discovered this when I checked in at the airport in ****** for my flight and they told me I had two tickets. I only received the ticket number for the new ticket (*************) from the agent in ******--I was never given any information on this new ticket from the US customer service agent.

• Initial Complaint

  Date:01/05/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company pretended to be **************, using their logo in communications. I booked an emergency flight to visit my mother in ******* who was seriously ill for a total cost of $3858.48. It was explained to me on the phone that I would be reimbursed $2,630.16 approx ***** days after the flight. I was billed 2 amounts, one for the ticket at $1644.51 although it should have been $1228.32 and one for the refund at $2,213.16, although it should have been $2,630.16. I called to verify the amounts and was told everything was in order and would get the expected refund amount. After no refund after 60 days I tried calling the number they gave me, which was permanently busy - ************. I then filed a complaint with ************** who informed me they knew nothing of the emails or second payment/refund. It was then that I realized the email had actually come from airtravelpad.com. I immediately filed a dispute for the $2,213.97 charge with my credit card company. The representative from air travel called me the next day to say sorry the refund had been held up and I would receive the $2,630.16. I did receive $2,213.97 back but they still owe me $416.19. This company was pretending to be someone else, using Deltas logos etc. and are unresponsive. While I feel fortunate to have received the majority of the money owed to me back this company is fraudulent and is taking advantage of people in very distressing and stressful situations.

• Initial Complaint

  Date:01/05/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Oct 24 I booked airline tickets with Norse (no complaint against Norse) using 2 different credit cards. A few weeks later, I had a question on the booking and called **************. While answering my question, he told me that the price of my flights were now cheaper and he could get me the lower price. In order to facilitate this, he would have to refund the original higher price to original payment methods and recharge the new lower fare to original payment method. I said ok, but he told me my original payment method was declined (no reason for that at all but I assumed I would receive notification re declined transaction), so I gave him another credit card for the new lower fares. I received emails confirming all of the above and with phone numbers to call if I had any problems.Jan 3, 2025 Not having received my refund, I called the number I had used in order to facilitate these refunds, and was reassured of pending refunds. I also emailed Norse with copies of o emails regarding promised refund only to be told that the email and phone number had nothing to do with Norse and that it was most probably a scam.The company I had contacted who I thought was Norse was actually AIRTRAVELPAD.COM. Their emails are pretending to be Norse and they now have over $3000 of my money. When you ****************************** your are given AIRTRAVELPADS, so you are led to believe its NORSE.I have now paid twice for the same tickets. I have disputed the charges with my credit card and have full documentation of this scammy company.