ComplaintsforInfinity Travels

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Complaint re: Infinity Travel 2024 Re: Credit Resolution of $400 Summary In February of 2024 we purchased tickets through Infinity ************** for a 4 person Europe Trip Flight from ****** ** to ********* returning from ****** to *********. The ticket purchase in Feb was an exchange from a prior purchase and in this transaction we had to pay an additional approximately $1000. However it was our choice to do so. To make the ticket purchase more doable Infinity Travel promised a ticket voucher of $400 that we could use at our discretion anytime in the year to come. We were troubled to lose the $1000 but due, in part, to this voucher promise we went ahead with the purchase and took the Europe trip in May 2024. Since our return I have phoned Infinity Travel to use the voucher. ****** was the representative who helped us with the original purchase. We have also spoken with ****. Each time we have phoned we have been told different things. First the voucher has already been used (it has not we have not traveled since our May Europe trip). Second, the voucher is only for overseas not domestic travel. Third, the voucher must be used in the purchase of 4 new tickets not as credit for any single ticket or general credit. The attachment explains Infinity Travels disregard for their "voucher" as well as their refusal to engage the matter whatsoever.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7-22-24 I was charged $999.99 for cancellation fee of my delta airlines flight ref #a1721655196 for a refund of $1953.21 back to my credit card which Ive called 7 times and was told 7-14 days over and over again still no refund I did however receive my $100 refund from delta for my over weight baggage

  

  Business response

  08/17/2024

  Hi Customer,
  
  Thankyou for your pouring your concerns!
  
  Infinity Travels is grateful to have valued travel experts that makes us the leader of the aviation industry. We humbly request you to recommend us to all your friends and family for all kinds of travel needs. Ring us at *************** at any hour of the day and we will be happy to assist you to the best of our capabilities.
  
  We look forward to serving you again in the future and thanks once again!
  
  Sincerely.
  The Team
  Infinity Travels

  Customer response

  08/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/23/24, I purchased an Amtrack ticket from ********** to ********** for travel on 7/24. I thought I was speaking with ****** directly and only after the purchase realized it was not. This company significantly over charged me for this ticket. They charged me $69 for a $29 (per ******) ticket. As a senior (85 years old), they took advantage and this is a money making scam for this company who misrepresented themselves.

  

  Business response

  08/03/2024

  Hi *********,
  
  Thankyou for pouring your concerns to us !
  
  At Infinity Travels, transparency is our core aim and we feel pride to have dedicated team members that makes us the leader in the aviation industry. regarding your stated issues, we can assure you that our team will get back to you soon. Meanwhile, you can ring us back at our helpline number *************** to help us aid you better.
  
  Looking forward to serve you again for your future escapades!
  
  Sincerely.
  The Team
  Infinity Travels

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I had 2 flights cancelled in January 2024 due to bad weather going to ****** from ******,**. 3rd flight American Airlines sent me a Text message at 10:30 January 9, 2024 canceling my flight from our local ************** due to bad weather. I called them and they rebooked us on another flight on January 10, 2024 leaving from *******. We left our house at 1 AM on January 10 2024. The drive normally would take 3 hours. We drove through a blizzard all night and made it to the airport at 6 am January 10, 2024. I dropped my wife and luggage off and tried to find parking. By time I got parked we missed the flight due to the bad weather. We found a hotel close to the airport. At this point I had been up for over 24 hours and was exhausted and way overtired and got on my phone once we got to our hotel room. I searched American Airlines flights on my phone and called what I thought was American Airlines. They answered the phone and I told them I needed to rebook our flights. I asked the person on the phone if they were American Airlines and he said YES. I told him we needed to rebook our flight. After a brief hold the person came back on the phone and told me he could get us on a flight January 11. The fee was ******. I was floored about the high cost. I said cant you do any better and the agent said it was the last 2 seats available and he said take it or leave it. I gave him my credit card and they charged my the ******. Once I got to ****** I looked at my credit card charges and saw it was Infinity Travels NOT American Airlines. I called to complain and the same person I originally talked to said he would give a ****** credit. **************** does not charge for changing flights due to weather. So the cost was $0 dollars to change flights. Biggest scam I have ever been heard of.

  

  Business response

  05/30/2024

  Dear ***************************************,
   
   
  We appreciate your communication regarding your recent experience with Infinity Travels !
  
  Upon thorough review of the recorded conversation with our representative, it is evident that the terms and conditions regarding last-minute flight modifications, including associated fees, were clearly communicated prior to processing the amendment. Additionally, ************************** consent was obtained before proceeding with the transaction, acknowledging the limited seat availability for alternative flights, which necessitated the charge.
  
  We regret any inconvenience this may have caused and understand that circumstances can sometimes be unexpected. We want to assure you that, had ********************** contacted us directly at our helpline number, ***************, we would have endeavored to find a mutually agreeable solution to address his concerns.
   
  Thank you for bringing this matter to our attention. We value your feedback, as it helps us improve our services and ensure a better experience for our valued customers like you!
  
  Sincerely,
  The Team
  Infinity Travels

  Customer response

  06/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/20/23, I googled "Jet ********************** and placed a call to what appeared to be Jet *********************************** The individual who answered the phone asserted that they were an agent of Jet Blue and proceeded to "assist" me with rebooking a flight and said that I would need to pay a $150 "rebooking fee" due to Jet Blue's policy, but that the charge may appear as Infinity Travel on my credit card statement.After hanging up, I immediately felt suspicious and initiated an online chat w/ Jet Blue, Jet Blue's actual agent told me that there should be no rebooking fee. Moreover, they advised that they are aware of this business using deceptive practices and that someone using my personal information had called Jet Blue and rebooked a flight the flight, acting as if it were me. As such, I now realize that while this business had me on the phone for 2 hours acting as if they were a Jet Blue agent, they were actually impersonating me to Jet Blue and then charged me a fee as a travel agency. I have since had to cancel my card and a dispute is pending.

  

  Business response

  12/18/2023

  Hi *****, 
  
  We appreciate you reaching out to Infinity Travels!
  
  Upon investigating your concern, we would like to inform you that there has been a major misunderstanding that needs to be resolved. Initially, since you already had your reservations cancelled, our team member tried his best to resolve your issue and also cater to all your needs. 
  However, your concerns were addressed with sheer respect, by not highlighting any airline policy as Infinity Travels works effectively to render the ******************, that makes us stand out uniquely from others companies. 
  In order to clarify your issues, we would like to request you to please contact our customer service team directly at our helpline number *************** to help us in assisting you better. 
  Thankyou for choosing Infinity Travels ! We look forward to serving you again in the future.
  
  Safe travels in the future,
  The Team
  Infinity Travels

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SCAM ALERT!!!! Don't trust this company!!!!!I tried using Infinity Travels to fly my cat in cargo on ****** Airlines. I've never flown an animal by themselves on an airline and was not given all the upfront information."***********************" failed to tell me that I needed to bring paperwork for a pet wellness exam as well as vaccination information.... I should of trusted my gut with this company, not ****************** learned!!! Deal with the airline directly. I got swindled out of several hundred dollars, and have to deal with the added stress with having my cat in the Uhaul moving across country!!

  

  Business response

  12/13/2023

  Hi ***,
  
  We appreciate you taking the time to share your feedback with us.
  
  In response to your comments, we would like to highlight the significant contributions of our team member, ***********************, who is recognized for his dedicated efforts and excellent customer service. All information provided to you was in accordance with the specified guidelines. We believe there may be a misunderstanding that needs to be clarified. 
  
  To address your concerns thoroughly, we kindly request additional details about your reservation, such as your booking reference number or the date of your interaction with ***********************. This information will enable us to investigate the matter and address any issues promptly.
  
  For further assistance or inquiries, please don't hesitate to contact our helpline at ***************.
  
  Thank you for choosing Infinity Travels. We value your trust and look forward to the opportunity to serve you again in the future.
  
  Safe travels in the future,
  The Team
  Infinity Travels

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 16,2023 I was looking to switch a flight time. I typed in "Southwest Customer Support" I clicked on the phone number ************. The person on the other line was named ****** , to which I thought worked for Southwest Airlines (I now know works for Infinity Travel). He asked for personal information such as names, DOB and flight confirmation numbers to switch the flights. He stated the price would be $240. I stated that it seemed a little expensive and he started offering discounts and specials. Most of which I was not understanding due to him talking so fast. He then asked me to write down a phone number if we were ever disconnected, the phone number that I was given was ************. He then asked for credit card information to which I gave. He then stated a docusign was coming to my email that I needed to sign. I signed the document because he continued to push and did not allow for questions. He then stated the cost breakdown which I still did not fully understand. He then stated my card was declined and asked if I got a fraud notice. I did get a fraud notice and he told me multiple times to push through the payment. I told him that I would call my bank and call him back later. He did not like this answer and I eventually hung up the phone because he kept pushing. I then called the real Southwest airlines reported the situation. I called the bank to report this and did not accept the charge that I was being charge through Infinity Travel. I also filed a claim with with FTC. The whole time I was on the phone I thought it was Southwest Airlines. They misrepresented themselves as Southwest Airlines customer support and tried to charge me a large amount of money for something I could have done on my own or for a very low cost through Southwest Airlines. I am asking Infinity Travel to stop calling me and to remove the $162.98 that they are trying to charge me.Please see attached file for full story through FTC claim due to character limitation.

  

  Business response

  08/18/2023

  Hello,
  
  
  Thank you for bringing your concerns to our attention. We reviewed your interaction with ******, our customer service representative. During the nearly 27 minute call, ****** never claimed to be  misrepresenting himself as a Southwest Airlines employee, nor did he pressure you at any point during the call. 
  
  
  It was stated more than 5 times during the call that you would receive 2 different charges for the transaction, $28 for Southwest Airlines and $161.98 for Infinity Travels. It was also clearly stated that this change was being made by accessing our consolidated fares which are pre-purchased at a discounted rate from airlines by our consolidator. We also made clear that we are Infinity Travels each time this explanation was given to you. 
  
  
  You were offered discounts and promotions for future travel bookings as well as any referrals during your call which is an industry standard by services providers such as us to build customer loyalty. The initial $50 discount was offered to you to complete the transaction, however, no fraudulent claims or impersonations were made. 
  
  
  It is unfortunate that you rushed to hang up the call after a nearly 27 minute interaction with ****** stating that you would not be responding to your bank for the fraud transaction notification you had just received. Receiving notifications such as this during purchases with first time service providers is normal and does not support your assumption that you were being defrauded. 
  
  
  Since no successful charges were made to your card and you did not complete your service transaction, there are no charges for us to remove on our end. We will happily place you on our do not call list moving forward. 
  
  
  Kind Regards,
  
  Infinity Travels Support

  Customer response

  08/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  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. ↩