BBB warns of 250+ complaints for travel agency

BBB-logo-200px-wideThe Better Business Bureau is once again warning consumers about, an online travel agency that has racked up more than 250 customer complaints with BBB, earning it an F rating and generating an investigation by “The Haggler” that appeared in the May 22 edition of the New York Times.

This is BBB’s second warning about the company. In summer 2015, BBB Serving the Atlantic Provinces issued a warning for the company. has continued to generate complaints from unhappy customers, including two from the Memphis area.

Complaints allege:

  • Differences in the quoted price as opposed to what is actually charged on the consumer’s credit card after booking.
  • Mistakes being made by booking agents, such as the name and spelling of the passenger’s name. Adjustments to the booking result in significant fees to the consumer from both the airline and
  • Differences in the time and date of travel from the original booking.
  • Lack of email booking confirmations as promised.
  • Reports of being on hold for excessive periods of time when calling into the customer service department. Some have reported being cut off after long waits.
  • Being charged more for a cancellation fee than the customer was originally quoted. has claimed addresses in Summerside, Prince Edward Island, and Rocky Hill, Connecticut, but it appears that neither is an actual business location. David Segal, “The Haggler” columnist, reported that the owner of is not the person listed on its incorporation papers but rather a Montreal company called Momentum Technologies, which also owns FlightHub, another online travel company with a spotty complaint history with the BBB.

The BBB offers the following advice when booking online travel:

  • Start your research at Read complaints and reviews.
  • Buy directly from the airline, hotel, or cruise line, or use a local travel agency or well-known aggregator with a good BBB rating.
  • Look for the seal to find BBB Accredited Businesses.
  • Be wary of claims of big savings, “best deal” guarantees, and any statement you cannot verify before buying.
  • When doing business with a travel agency for the first time, check to see if they are a member of a recognized association such as the American Society of Travel Agents in the U.S.
  • Double check all details before confirming payment, as you may be charged for amendments.
  • Pay by credit card so you have additional protections if there is a company error.