Additional Information for TravelReImagine

BBB Serving New Mexico and Southwest Colorado opened an investigation on this business due to the amount of inquiries BBB has received. BBB conducted a file review and found that this company has a pattern of complaints alleging failure to fulfill services, refund issues and customer services issues. BBB contacted the company about this pattern of complaints.   

In December 2021, the business communicated with BBB stating that they have continued to have exponential growth. The following is a summary of what the business has stated they have done and plan to do: 

• Auto Ticketing – Automated ticketing deployed on October 15th, 2021, for all airlines. 

• Refunds & Voids – The void window as per the scheduled carriers is 24 hours from the time of reservation. However, the void window for the merchant follows an extremely specific time of the day. We are implementing a process where the transaction will be first authorized and will be captured later. This will help in reducing the time gap between the 2 void deadlines. The implementation of this was completed on October 25th, 2021.

• Chat Option – In the process of implementing Chat Box on our website. After the initial phase of implementation of a basic chat box, our goal is to implement a chat bot, which will be able to respond to basic and frequently asked questions by the customers.

• Self Service Portal – Our internal team is also developing a self-service tool for the customers, where the customers will be able to void the reservation themselves, if the ticket is within the void period. The system will be able to void the ticket and the

associated transactions of the reservation. The customers would be able to get instant resolution without waiting for an agent to assist them.