ComplaintsforScholarTrip

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase a flight through this third party travel company called ScholarTrip. I needed to change my flight a couple days prior to the end of my trip. My coworker was purchasing all the same flights as me and changed her flight at the exact same time as me but through her credit card instead of through ScholarTrip- all of our flight information and changes were identical and happening simultaneously. My coworker was charged a $150 flight change fee and there was no difference in flight fare while Scholartrip was telling me the flight change fee was $200 and the fare difference was $650 (the new flight fare was exactly the same as our original purchase price). They said there was nothing they could do because it was the airlines charges. Clearly this was a lie since my coworker was charged significantly less and we saw the new fare in real time on the airline site. I eventually argued them down to a $350 fee which I agreed to because I was desperate at that point and they insisted they couldnt do better. Their bartering further proves they are lying about the charges and falsely listing them on their invoice as airline change fees and taxes. If these were hard numbers outlined by the airline they wouldnt be lowering them for meThis has to be illegal and fraudulent- it takes advantage of travelers in a vulnerable position and they should be held accountable. The screenshots are of the emails they sent me with the charges - I was on an online chat with them arguing the cost down so they kept sending new emails with lowered fees but the final fee I paid is still a fraudulent charge.

  Business response

  01/29/2024

  Hi Good day,
  
  Since this is not what we wanted for the company and we just wanted the best for our valued passengers, we understand the importance of the issue
  
  After double checking on our end, the client requested to change her return trip for the following day and asked to lessen the fees and fare difference. We responded with an alternative where the fare difference is less expensive.  She then confirmed that would like to reschedule the flight total of  $350.00. ($200 Change fee) and $150 Fare Difference.
  
  Regarding the total exchange rate, the one she is seeing online is a fare for a new booking or ticket, and the computation for an exchange is different from a new booking. The airline requires a $200.00 change fee, and the $150.00 fare difference is manually calculated from our system. When exchanging fares, we must get the same fare as the original, or in the event that it is not available, the next higher fare. As per airline regulations, we are unable to downgrade a ticket, even if the pricing is lower. The same fare or the next higher fare must be used for exchange.
  
  She also mentioned about her friend's experience switching a ticket for the best deal. It seems like she booked with another airline and other travel agency as I can't see any information on our end. In this case, it is a different scenario. 
  
  We fully understand her point of view, however we are unsure of the reason for her filing a dispute and complaining to us about her experience after she confirmed that she would exchange her ticket and complete the entire trip.
  
  We continue to give all of our customers nothing but the best possible satisfaction. Thank you!

  Customer response

  01/29/2024

  I am rejecting this response because:   
  Scholartrip is claiming I did not address concerns about the fare charges which is untrue. In our online chat, I made it clear I was concerned with their honesty about flight changes. Obviously, because they kept lowering their charges, they were being dishonest about the airline charges. They would not lower the fare at a loss if they were being truthful. However, because I was beholden to them to change my flight, I ultimately accepted the lower fare after going back and forth with them for a significant amount of time. Scholartrip is also wrongly assuming my colleague was using a different airline when I explicitly told them on our online chat that we had the exact same flights with the exact same airline and we were both changing our flights in real time simultaneously. Im requesting documentation from Scholartrip for the fees requested by the airline. If they are not able to provide this verification it should be clear they are falsifying flight fare and fees. They are using fraudulent tactics to elicit over-payment from customers and not being truthful in the accuracy of those charges. If Scholartrip is unable to provide airline documentation (that has not been falsely edited) then I should be issued a refund. The airline change fee was $150 and I should be refunded the remaining amount I was charged or I will be taking legal action. Businesses like this take advantage of people in desperate travel situations and Im sure Im not the only one who has been taken advantage of by ScholarTrip. 

  Business response

  01/29/2024

  Hi Good day!
  
  We do apologize for misunderstanding.
  
  We just reminded you that fare differences are not guaranteed until the ticket is exchanged and can fluctuate occasionally. We weren't forcing you to make the exchange; instead, we asked if you would like to proceed.
  
  If it's not too much to ask, could you also send us your friend's booking reference so we can check?
  
  The screenshot below serves as evidence that the airline has given the $200 change fee and based as well on your ticket rule. Unfortunately, as the flight has already been used, we are no longer able to supply you with a screenshot of how we got  the fare difference of $150.00. 

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a flight ticket via ScholarTrips website for my 13 year old in May 2023. He will travel unaccompanied overseas. The itinerary consists of 3 different airlines. About a week later, I found out from AA, one of the airlines, that they wont allow my son to board the first leg because they dont allow unaccompanied minors in a joint flight. Essentially my sons ticket is defective and cant be used. I contacted ScholarTrip multiple times to get a refund but they denied responsibility and gave me false information to avoid a refund. They even blamed me for booking a ticket on their site.

  Business response

  06/05/2023

  Hi *****,

  Apologies for the inconvenience, I see in our back office based on your email address you have made multiple purchases and wanted to know which of these through your Booking ID(s) you're discussing to see if we'll be able to have a refund. Once I do, I can have a supervisor look into this case for you to see if it can be hopefully resolved.

  Best,

  **********;

  Customer response

  06/05/2023

  The confirmation code is CC62B61

  Jun 14  ***-***

  AUG 1 ***-AUS

  Customer response

  06/09/2023

  I have reviewed the business response and here is the requested information
  

  reference id: *******
  6/14  ***-***
  8/1  ***-AUS

  Customer response

  06/09/2023

  This compliant has not been resolved yet.  I only provided more information to the business.  Your system does not allow a third option in the response.  There are only Accept or Reject.  Business asked me to provide more info, so I did that in the last response.

  Customer response

  06/21/2023

  I am requesting a full refund.

  
  The complaint is extremely simple.  I bought an air ticket for my son from this business.  When my son tried to check in at the airport yesterday, he was denied boarding the plane because he was an unaccompanied minor in a co-share flight.  I discovered this issue weeks ago and brought it to ScholarTrip's attention but they insisted that it was not a problem.  **** airlines advised me to contact the travel agency for a refund.

  Business response

  11/09/2023

  BBB spoke with the business who indicated that the consumer filed a chargeback with their credit card. The business is unable to issue a refund with the chargeback dispute open, so they are requesting for the consumer to cancel the chargeback so they can proceed with the refund. The business indicated they had been in communication with the consumer directly via email and that they would send a follow up as well. 

  Customer response

  11/10/2023

  I am rejecting this response because it is too late to cancel the charge back.  Credit card company already gave me credit on the purchase.  I no longer need the business to refund it from their side.

  Customer response

  01/18/2024

  Credit card company already gave me credit on the purchase.  I no longer need the business to refund it from their side.

*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. ↩