ComplaintsforTrip Front
Airline Ticket Agency
Additional Complaint Information
Customer Complaint:
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Complaint Details
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Initial Complaint
07/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Booked two plane tickets on 4/23/22 for travel 7/16/22 to 7/23/22. Emailed them on 6/19/22 because I realized I had never received my e-tickets. They emailed back with my e-tickets which they should have sent in the first place. Called on 7/10/22 about options for changing or cancelling my reservation and was told my change options and told I would receive a credit for $1,444.44 valid for 1 year if I cancelled my reservation. Was not ready to make my final decision so I told them I would call back. I called back later on 7/10/22 and there was no answer. I left voicemail. Never heard back. Called on 7/11/22. No answer. Emailed them 7/11/22. Never heard back. Called 7/13/22 and was told options for changing or cancelling. Was told I could not change return airport yet I had been able to on 7/11/22. They "checked" and then were able to. The one option was not doable for me. Called 7/14/22 to finally just cancel tickets and was told my ticket was not a ticket that could be cancelled. I explained I had been told at least twice that cancelling was an option for a credit of $1,444.44 valid for 1 year. Was told that was not the case because my tickets are basic economy. They are NOT basic economy, they are economy. In addition, their cancellation policy listed does not even mention this. Conflicting, inaccurate information from this company.Business response
09/07/2022
Business Response /* (1000, 5, 2022/07/14) */ Dear Ms. ******, Greetings from TripFront.com! Please accept our sincere apologies for any inconvenience caused to you on this occasion. Please be advised that the tickets for your reservations were issued on the day of booking itself - April 23rd, 2022. Your travel for July 16th, 2022 is still confirmed with the ticket numbers XXXXXXXXXXXXX and XXXXXXXXXXXXX. Please be advised that the tickets are non-refundable as per American Airline's fare rules. This was also advised on the website at the booking, in the booking confirmation email and the e-ticket confirmation. In case of cancellation, you will get a future credit with the airline, where the passengers can re-book with the airline, using their original ticket cost. At the time of re-booking, the passengers need to pay the fare difference, if applicable. Our representative also advised you the total cost to re-book, when you contacted us on July 10th, 2022. If you do not cancel your flight, prior to you departure, the passengers will be marked as No Show by the airline and the ticket value will be forfeited. As a travel agent, we are unable to modify any fare rules as these are governed by the airlines. Please feel free to contact us for any further assistance. Warm regards, Customer Assistance TripFront.com Consumer Response /* (3000, 7, 2022/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I stated this in my original message. I called 7/14/22 to cancel my tickets and was then told I could not cancel them because they are in basic economy. I read and understood that there is a cancellation fee and I would receive flight credit. I was not expecting a refund of the money. My tickets are not basic economy. The cancellation policy states I can cancel my tickets minus a cancellation fee for a flight credit. Your agent would not let me do this. This is why I am having an issue. I was abiding by all of your stated rules as well as airline rules. Your agent does not know your policy. The reason I am NOW requesting a refund is because I do not trust your company to know and follow its own supposed policies and a flight credit would require that I work with you again in the future. I called 7/14/22 and was told I was JNABLE to cancel my tickets! I called asking to cancel them!Initial Complaint
06/22/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I booked a flight through tripfront.com they took my money but Southwest says no flight was booked. I paid them $ 1455.92. They immediately took that money out of my account and I want it returned.Business response
07/28/2022
Business Response /* (1000, 5, 2022/06/23) */ Dear Ms. *****, Greetings from TripFront.com! Please accept our sincere apologies for any inconvenience caused to you on this occasion. Please be advised that we have processed refund of your booking. The refund of $1455.92 has been processed to your Visa card ending in ***** Please be advised that it usually takes 5-7 business days for the refund to be credited to your account, due to the bank procedures. While it may take up to 1 billing to cycle for the refund to appear on your statement, but the refund will be credited to your account within 5-7 business days. Ms. *****, we apologize once again for any inconvenience caused to you and hope that you will give us another chance in future to serve you better. Warm regards, Customer Assistance TripFront.com Consumer Response /* (2000, 7, 2022/06/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Trip front refunded my money. Thank-you for getting involvedInitial Complaint
06/09/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Tripfront.com. Booking references ********** (June 4th 2022 06:47 PST) and ********** (transaction took place June 3rd 2022 21:19 PST) . . . . . I booked two fights and was issued booking receipts via Tripfront.com. San Diego to Oklahoma TFONXXXXXX on July 13th 2022 and Oklahoma to San Diego (TFONXXXXXX) July 20th 2022. . .. . . . . I called them about one eticket wondering where confirmation was, I was met with a rude man who sneered that it would take 24 hours to issue. That was on Sunday. . . . . . .Money has been taken out of my account to the sum of $163.48 and $199.98. Both transactions come up as ETKT SOUTHWEST on my banking app. . .. . . . Giving them the benefit of the doubt, as per their policy, I was assured my E tickets would be issued within 24 hours, I put it down to them being busy. . . . . However, I have tried calling them since and can't get through. I have called the number on email for customer support, I have emailed customer care and was assured by ************ that I would receive my eticket confirmation within 24 hours, that was tuesday. . . . . I emailed Tripfront.com today letting them know I would like a refund in full or I shall be contacting the BBB. . . . . The run around and avoidance, services I have purchased not being provided and general caginess, this company and others associated with it are a scam. I just want a refund so I can continue arranging the rest of my trip in peace instead of stressing over these thieves and me not knowing if I have a confirmed flight or not whilst the price continues to climb. Any help with this would be great. They shouldn't be allowed to do this.Business response
06/15/2022
Business Response /* (1000, 6, 2022/06/10) */ Dear Ms. ********, Greetings from TripFront.com! Please accept our sincere apologies for any inconvenience caused to you on this occasion. Please be advised that the ticket for both your reservations have been issued. The airline confirmation for your flight on July 13th, 2022 is ******* The flight for the July 20th, 2022 is also confirmed with Southwest Airlines and the locator for that reservation is ******* The e-ticket confirmation has already been emailed to you at your email address, which was given at the time of reservation. . We wish you a pleasant and safe trip. Please feel free to contact us for any further assistance. Warm regards, Customer Assistance TripFront.com Consumer Response /* (2000, 8, 2022/06/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
03/28/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 3/9/2022 I booked flight reservations with what I thought was Southwest Airlines but it turns out to be tripfront.com. I never received my e-ticket & after multiple attempts I am unable to reach them. Now I need to file a claim to stop payment & try to get my trip scheduled.Business response
07/20/2022
Business Response /* (1000, 17, 2022/06/03) */ Dear BBB Team, Greetings from TripFront.com! Please accept our sincere apologies for any inconvenience caused to Ms. ******* on this occasion. On March 9th, 2022, the customer visited our website and made a reservation for 1 passenger, from Colorado Springs, CO to Phoenix, AZ. The reservation was made with Southwest Airlines, departing on May 2nd, 2022, returning on May 6th, 2022. The flight was confirmed for 1 passenger *** email confirmation was sent at ***************@aol.com, as given at the time of reservation. The airline confirmation number for Southwest Airlines was 2669HU. We have confirmed with Southwest Airlines and they have advised that the ticket has been utilized. Please feel free to contact us for any further assistance. Warm regards, Customer Assistance TripFront.comInitial Complaint
03/17/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
We booked three round trip flights from dtw to fort meters, fl. through ****** Airlines. We paid with **** credit card. Tripfront somehow intercepted our reservations, cancelled our booked flights, and asked that refunds be directed to other persons unknown to us. Now, two months later, we are trying to resolve this issue with the credit card company.Business response
06/03/2022
Business Response /* (1000, 16, 2022/06/03) */ Dear BBB Team, Greetings from TripFront.com! Please accept our sincere apologies for any inconvenience caused to Mr. **** on this occasion. On January 15th, 2022, the customer visited our website and made a search for 3 passengers, from Detroit, MI to Fort Myers, FL and return. Out of all the options presented, the customer chose the flights with Spirit Airlines, departing on February 18th, 2022, returning on February 22nd, 2022. All the flights details and terms and conditions were provided and recapped on the website. The customer seemed to be satisfied with itinerary and price, hence, went ahead to book and confirm the reservation. The flight was booked for 3 passengers and email confirmation was sent at ***************@yahoo.com, as given at the time of reservation. There was no human intervention from our side in the booking process. The customer contacted us on January 31st, 2022 and advised that her flight with Spirit airlines was cancelled and she has also raised a dispute with her credit card company. We processed a refund of the service charged by us, to Visa card ending in ***** which was used to make the reservation. We contacted Spirit Airlines and as per their representative, they received a chargeback for the tickets issued. The service fee charged by us has already been refunded and the customer has already disputed the amount charged by the airline for the tickets. Please feel free to contact us for any further assistance. Warm regards, Customer Assistance TripFront.comInitial Complaint
01/10/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
These people might be from India. My wife signed up with them. I went to cancel because it was free cancellation. Now, it's not free. When I call, they have different ways of answering the phone...(ie..."Department," "Customer Service" When I ask them to provide the name of the company, * one did - Said reservations was for Jet Blue (which was correct because that's what was in they system.) * the other was silent...hung up Called them back - the one that hung up said he is Reservations Desk for Frontier Airlines. Please call me or email me. How can we fix this? Thanks ******Business response
02/14/2022
Consumer Response /* (2000, 5, 2022/01/13) */ Got a 100% refund! THANK YOU DEBBIE and others so very much! You guys rock! *************** ****** **********
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Customer Complaints Summary
53 total complaints in the last 3 years.
10 complaints closed in the last 12 months.