ComplaintsforTravel Unravel Holidays Limited

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We were scammed by a company's agent that failed to say he wasn't a Royal Caribbean representative. We found what we thought was the Royal Caribbean phone number listed on a ****** search engine. We asked the agent to insure that we had the same dining times as our friends on our upcoming cruise to ********* on Jewel of the Seas. He said he'd arrange it, but also advised us that our stateroom had a 75% obstructed view. We said our reservation confirmed a 0% unobstructed view. After several minutes of discussion, he said he could make changes that would insure an unobstructed view. We agreed and Travel Unravel $1249.00. Something didn't seem right so we contacted Royal Caribbean on another number to confirm our stateroom always had an unobstructed view. We immediately called the Travel Unravel back and were told that they would not refund our money. We then reached out to our credit card company, and after three plus months CITI informed us on August 20, 2024 that they had not received a credit from the Travel Unravel Travel Agency and that we needed to pay the outstanding $1249.00, and the their investigation was complete.We will pay our credit card company for the fraudulent charge.However, we want Travel Unravel to refund our Master Card account the $1249.00. We were unaware that the Travel Unravel agent named "*****" wasn't an employee of *************** until we looked at the return e-mail confirming that Travel Unravel charged $1249 to our account. I have enclosed (previously sent to CITI) dates and documentation attesting to the fact that Travel Unravel did nothing other than reprint what we had previously been provided by Royal Caribbean.

  Customer response

  09/20/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Travel Unravel Holidays Limited regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date - 8/13/24 I booked a cruise with Norrwegian Cruise Line which included air travel. I had to change my return flight from and original location to a different loacation. Travel Unravel company was the one Norwegian transferred me to when I called to change my air travel arrangements. After one hour on the phone working with the travel agent I was quoated one price, but when my credit card was charged there was a $430 fee added which I was not told was going to be charged. I asked to talk with the manager and was told by the manager that he would listen to the recording of the conversation to see if I was not told everything or there was miscommunication. I was told I would get a total refund but the $430 fee has not been refunded. I have not heard from the agent yet and just want to let anyone who uses this agency or Norwegian Cruise Line for travel arrangements to be aware of what could happen to them.

  Business response

  08/14/2024

  The transaction was cancelled the same day August 13th 2024, no outstanding charges and everything was refunded the same day.

  No further action is required from our side.

  Regards,

  *****

  Customer response

  08/15/2024

  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.

  1.  The business has not refunded the money it charged my card as claimed in their response.

  2.  I called Norwegian Cruise line and found out the business called the cruise line and claimed to be me and cancelled my flight.  This was done without my knowledge.  Norwegian cruise line has the business person recorded and could tell by there accent that it was not me.

   

   

   

   

   

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

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

  Customer response

  08/19/2024

  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:

  I called the credit card company and they relayed to me that you did cancel the $430 transaction but did not do the purchase reversal step which is why it is still on my card.  Please do the purchase reversal step and I will remove my complaint.

   

   

   

   

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

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

  Business response

  08/19/2024

  Dear ***,

  I want to clarify that we do not have the option to process any kind of reversal.

  When we receive a payment, the system automatically settles the account at the end of each day. For transactions that are cancelled, they are not settled, meaning the amount is not claimed from the banks/merchants.

  In your case, the funds were never claimed as the transaction was cancelled before the settlement occurred, so there is no question of  a reversal. A reversal is only done once the transaction is settled the next day, which it is not applicable in this case.

  I understand this may sound technical, but I can assure you that we have never claimed any funds from your account.

  In my experience, sometimes the bank shows the charge as temporary and it will automatically drop off in 7-10 business days or later at the time of statement generation.

  I recommend reaching out to your banking institution for more clarity on this matter, as there is nothing we can do to expedite this process.

  You should see your bank drop the charges when the statement is generated or within 7-10 business days.

  Alternatively, you may dispute it with your bank, and the bank will give you a credit once they validate that the transaction is cancelled.

  The receipt has already been shared with you for reference.

  Regards,

  *****

   

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called Sun Country. This company identified themselves as Sun Country, but they in reality were a travel agency called Travel Unravel. They (Kolten) NEVER once identified themselves as Travel Unravel. I asked for a round trip ticket from ******** to ********* and back to ********. They gave me a price of $399 first. I said that was too expensive, do you have anything else working with a change of dates. They said yes, we have one for $199, but with a discount they could give it to me for $145. For the discount I had to go to a site called 'fareobuddy.com' and write a review. I did that and they accepted my review and gave me a discount so that the fare was $145, which I believed was a round trip ticket. They even gave me exact dates of September 2 at ***** PM (from ********, **) landing in *********** at 2:24 PM and the return flight was to leave on the 9th from *********** at 1:55 pm and arriving at 5:34 PM to ** (********, **). Then they said I was booked. When I received the confirmation from them, it was only an e-ticket for one way. I believed and asked for a round trip ticket. Why wouldn't I want a round trip ticket if I was going up for just a week and returning home? I have written them numerous times and called with no response. The agent argued with me non stop that I said I wanted a one way ticket. I then asked for a supervisor. ****** said he would have the Supervisor call me back after listening to the recording. I said I want to hear the recording too. It has been just 24 hours since all this transpired and no one has called me back. I am thoroughly disgusted with their deceptive practices. Highly inflate the price that Sun Country actually charges which would have been $138 for a round trip ticket and that actual Sun Country agent said I should call my bank after what they have done. Please help. If I can't get the full amount back I feel I should receive the travel agency cost of $76.01. I put in a dispute with my bank.

  Business response

  08/13/2024

  This payment was fully refunded on July 29th, 2024, for a total of USD *****.

  Please advise the client to inquire with their bank or credit card company, as the refund should typically be processed within 48 to 72 hours.

  No additional action is necessary from our side.

  Best regards,
  *****

  Customer response

  08/13/2024

  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:

  [Your Answer Here]

   They did a refund but they need to be investigated for scamming innocent people who are NOT told there is a big fee for making reservations! Im sure they (travel unravel) get lots of money from people not feeling like they can get any help and just let the fee go. An investigation needs to be launched into their deceptive practices!

   

   

   

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

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

  Business response

  08/14/2024

  We have already processed full refund, there is nothing much we can do.

  If the client has any further questions, she can always contact our customer service department.

  Regards,

  *****

• Initial Complaint

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On June 12'th, I called to change a reservation date for a cruise that i had made through ***************. The representative had claimed to be a customer service representative for Royal Caribbean which was misleading. He had claimed that the changing fees would be 400$. I later checked the website to see that the fee was actually $200. he also claimed that the CruiseLine tipping fees do not carry over when changing booking. which was also a lie. He then proceeded to charge my card $400 which he did not even apply to the $200 fee onto ***************. When i checked the statements, i realized that i was charged by a third party and NOT RC. So I was lied to and deceived by this company claiming to be a RC customer service representative and SCAMMED out of my money. I would NOT have gone through a third-party company to change reservations had i known they did not work for Royal Caribbean. I had to call Royal myself to manually pay the fees that i owed them.

  Business response

  07/18/2024

  Hi Team,
  
  We acknowledge that we have received the complaint.
  
  I have forwarded the details to the relevant team, which is attempting to contact the client to better understand the complaint and resolve it as soon as possible.
  
  We also kindly request that the client cooperate and discuss the details with the team to resolve it amicably.
  
  Regards,
  
  *****

  Customer response

  07/24/2024

  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. my credit card was refunded the full amount.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sunday, June 2, 2024 I called the number that ****** returned as Carnival Cruise Line. The person walked me through the process of making changes to my excising booking. He portrayed himself as a Carnival representee. He then took my money, double the amount I was suppose to pay and then proceeded to use my card on Amazon.com!!!

  Business response

  06/04/2024

  Dear Sirs,

  We acknowledge the receipt of this complain by ***********************

  Ref: **********

  After reviewing the booking notes, we can confirm that our associate obtained written confirmation from the client via email. Additionally, on the morning of June 4th, 2024, we received a documentation request from the client's bank, to which we will respond within the stipulated time of 7 days.

  We kindly ask the client to await the bank's verification of all documents and communications to facilitate the resolution of the dispute within the next 4-6 weeks. We will provide all relevant documentation to the client's bank and let them investigate the case in due course.

  Regards,

  Customer Relations

  Customer response

  06/05/2024

  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:

  [Your Answer Here]

   The man named ***** did say he worked with Carnival that is why I confirmed the email when it was sent. That is a lie. They are a third party and never said as much. My original booking was with Carnival and that was how I intended to alter the booking. Why would I call a third party to do that when I booked it with Carnival to start with? I have also spoken with Carnival, and they do confirm that this is fraud.

   

   

   

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

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

  Business response

  06/11/2024

  Dear *******,
  
  I'm sorry to hear about your experience. Our company does not condone or expect our associates to misrepresent themselves during a call. Our associates are instructed to open and close calls using our company name in accordance with compliance guidelines. However, if you claim that the associate said that he worked with Carnival, I will need to initiate an investigation to verify this by reviewing the recorded calls for that day.
  
  Meanwhile,we have also responded to the inquiry raised by your bank and provided them with the necessary information.

  Please allow our dispute settlement team 3-4 weeks to investigate the case, and you should hear from them soon.

  
  Regards,
  *****

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had to call Flying Blue to make changes to a reservation. I ******d Flying Blue customer service number US and somehow ended up calling the number ****************, which I later learned is in fact not Flying Blue customer service. The person who got my call, however, posed as if they were in fact Flying Blue customer service at all times. I explained what I needed, and they said they needed to confirm my identity and to share the code they just sent to my email, which I did share. They asked for reservation code as well. Then they proceed to make the changes, but charged me an extra total of $500 in alleged required fees -- which I later learned do not exist at all when I contacted Flying Blue again to question the excessive charges. Apparently this company's employee posed as Flying Blue, charged extra fees for free service while performing the changes themselves in my account as if they were me. In any moment they made it clear that I had not called Flying Blue and they were an agency, and they were adamant that Flying Blue required the payment of those fees in order to do the changes (change a last name that was spelled incorrectly in a reservation, and send back miles to account after canceling a ticket). They very much scammed me for $500, which I am disputing on my credit cards. I also don't understand how their number was showing as a result of the ****** search as Flying Blue customer service number.

  Business response

  05/13/2024

  We have investigated the case and have concluded.

  The client has been issued a full refund against the same from of payment and should be able to have it on the same card in the next 3-5 business days.

  We regret the inconvenience caused.

  Regards,

  *****

  Customer response

  05/21/2024

  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

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought tickets and went on a cruise from dates April 1-6th.The tickets I paid by phone I called ***** Googled it that is what showed for Royal Caribbean Cruise.The rep from RCC took my info paid the cruise fare for 4 people 2 different rooms in full with my debit card.Rep said to call closer to date of travel.Googled ***** a rep called (Pinocchio)said it RCC.Told him I was told to call to get our room # and floor will be staying.He did tell me. Started saying about other packages we need for cruise.I told him only internet and Gratuity. He took 2 different amounts first it was $14.95 then $14.95 which he said to check if card would go through.The internet was $89.95 for 2 devices which I got.The cruise gave me $75 credit and the other person who came along with us on other room $75 credit for both devices.Came out to $14.95 both of us.Plus,$90 gratuity for the 4 of us in total $360 which he took out. a All those charges show up on bank account as Caribbean Cruise.The $889.00 he took and said it was for Gratuity come out as (Travel Unravel) a travel agency which he never mentioned.I spoke with RCC on board and phone they said its not under them but travel agency so I have to talk to them for refund which I have been for 2 weeks already rep who answered said they would need *********************************** back.That they will send my info to another office which takes care of that.Then the person that return my call was ********* saying he needs 24 hours to check.Again I called since he never called.The rep who answered transferred me to Pinocchio again he says he will try and return part of my money at least $300 I said what?I told him I want full refund of the $889 he said no at least $600 that he is trying hard to give him 24 hours which it has was supposed to be on Monday April 15th still he hasn't return my call.He took out all those amounts on same day March 23rd as it shows.I want my refund in full.

  Business response

  04/23/2024

  I have checked the booking notes and we have received a transaction dispute from the clients bank on the transaction already.

  As the transaction is under dispute for the time being, we would request the client to wait for the dispute resolution team to come to the conclusion which usually takes 3-4 weeks or get in touch with their bank directly.

  The bank would either reverse the transaction at the end of the dispute or if they find the transaction valid then we have already offered partial refund to the client as settlement.

  Please allow the dispute to run its course with the bank.

   

  Customer response

  04/25/2024

  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 

   

   Travel Unravel are saying to wait longer.Plus,that a dispute has been made through my bank which is not true.Also,why only partial payment?When I'm showing proof of what charges were on my cruise.There is no such amount of $889.00 showing on the receipts..I want my full refund.

   

   

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

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

  Business response

  05/21/2024

  Please note the transaction of ****** has already been reversed to the clients bank on same form of payment the 16th of May

  Transaction ID: **********

  Transaction Type: Card Refund

  Amount: $-******

  it usually takes 5-7 business days at the maximum.
  

  Those are the only charges which can be reversed and have been done.

  Regards,

  *****

   

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled a flight on frontier that was cancelled. At the time of the cancellation there was no one available at the desk so I called the Frontier assistance number. A woman assisted me and stated that there would be two charges on my card. When I asked what the second charge is for she said the first is for the base price of the ticket and the second is the taxes and fees. Which was odd but its Frontier. You pay for everything separately. I verified her statement again. It was only when the next flight was cancelled and the airline claimed I only paid $400 and not $600 for the new ticket that I called back and the person who answered stated that Frontier cannot be reached by phone but only email. The number was for a travel agency who books for Frontier and they charge $210.82. The woman never stated she was with any sort of travel agency nor that she was not associated with frontier. Had I been told this I would have just booked with another airline and just lost the cost of this flight. I have called this company numerous times to resolve this matter and I am always told someone will call me back. I have never received a return call. Also, though travel unravel is on my credit card statement when I look back at the ticket reservation, the very bottom has an email address that says **********. This company is obviously scamming people as if you search enough there are similar online complaints. Thank you.

  Business response

  11/30/2023

  Dear Team,

  We acknowledge the receipt of the complaint.

  Kindly allow 7 business days to investigate the case and we will respond to the issue accordingly.

  Regards,

  *****

   

  Customer response

  11/30/2023

  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:

  They are requesting 7 business days to investigate before a formal response. They can investigate but the case is not resolved. Thank you. 

   

   

   

   

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

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

  Customer response

  01/26/2024

  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 

  This is the whole point of the complaint. These charges were made under false pretenses. There was never any mention that this company was ever involved in the transaction  with the customer service representative and when I asked what the second charge was for I was told it was taxes on the ticket. The credit card company did not settle in the favor of the business. They said they could not further assist and I had to contact the business who NEVER contacted me back to discuss! I spoke with someone twice who said they would have to discuss it with management and nothing. This company is scamming people when they are in a dire situation and charging them an insane fee for something they could do on their own for free. The company rep flat out lied when I asked about the charge or I would have said no. Check the recording. I am not the only one they are doing this to and something needs to be done especially since they continue e to keep up this sham. Until I submitted the letter they claimed the investigation was open. Now the story has changed again. It is absolutely insane that a company is allowed to conduct business in this manner and nothing is done about it. My complaint is not resolved. 

   

   

   

   

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

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

  Business response

  01/26/2024

  Dear ** ********,

  Since our last conversation, we have already sent a letter to your bank regarding the dispute that client continues to dispute the transaction and they can process the reversal.

  The process usually take **** business days. if they haven't yet, give it another week from today.

  You would hear from your bank and should see the reversal show up on the same card.

  Regards,

  *****

   

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Sept 5th 2023 II purchased a package with Expedia for hotel and air fare. I put in a wrong middle name on a passenger All I needed was a simple name change on an exiting purchase with Frontier.. I called Expedia they transferred me to a number and spoke to ***** at Travel Unravel and explained to him I needed to correct a middle name on a passenger. He asked for the flight confirmation number ****** and I gave it to him. He in turn told me that my booking was not complete or was a partial payment which he was lying about . I told him yes it was paid he argues and said it was not. All I wanted to do was change a name. He told me for the ticket to be complete it would be ****** . I was not apt to do it but I gave him my credit card which is a no refundable ticket. He told me that my flight was now complete even I already paid Expedia and he knew it! To me this is fraud and elderly abuse. I called him multiple times to get a refund because he was dishonest about the transaction that occurred. I already had paid Expedia the *** for plane ticket .AWhat this man did is a scam when all he did was use my confirmation number with Expedia with all my info and charged me with a another ticket that I surely wouldnt have purchased again but he lied to me several times saying that my transaction was a partial payment. I am elderly and ona fixed income this is a lot of money to lose. I reached out to my bank and got nowhere. So people and business like this need reported !!! I called them several times asked to speak to a supervisor and no one ever called me. I have tried loading a few pics but I think only one went through.Please help me!!!

  Business response

  11/28/2023

  Dear ***,

  We acknowledge the receipt of this complaint.

  Please allow is 5 - 7 business days to investigate on the case so we can get in touch with the cleint and sort this case.

  Regards,

  *****

  Customer Relations

  Customer response

  12/14/2023

  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,
  
  *******************************
  
  
  
  
   
  

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a 2 way ticket on October 9th from ********* to ***** and paid in full. 1 day before the flight on November 17 we called to confirm the flight and we were told that we had to paid $218.10 if not they were going to cancel my mothers flight (my mother is 82 years old) I paid but told them we were going to complain but they began to harass us again that if we complain they were going to report my mother as a trouble passenger and that my mother wasn't going to fly again. We really felt useless but they shouldn't be doing this to us the consumers.

  Business response

  11/21/2023

  Hi Team,

  We acknowledge the receipt of this complaint.

  Please allow us 3-5 business days for us to investigate this case.

  We will get back with our findings and resolution in this time.

  Regards,

  **********;

*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. ↩