Better Business Bureau Issues 2nd Warning Against

Wednesday, May 25, 2016


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The Better Business Bureau (BBB) is issuing a warning about the online travel agency 

The agent has racked up over 250 complaints with BBB, which earned it an F rating and generating an investigation that appeared in the New York Times. 

This is the second warning that the BBB has issued after issuing their first one last summer . 

Some of the complaints are as follows: 

  • 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 was originally quoted.


False Addresses has claimed to have addresses in Sumerside, Prince Edward Island and Rocky Hill, Connecticut but neither appears to be an actual location. 

Due to the volume of complaints to BBB against the online travel site. is now being handled by the BBB.

The BBB offers the following advice when booking online travel: 

  • Start your research at Read complaints and reviews from previous customers.
  • 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 that are committed to trust. Be wary of claims of enormous savings, “best deal” guarantees, and any statement you cannot verify prior to making a purchase.
  • 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 United States or the Association of Canadian Travel Agencies in Canada.
  • Double check all details such as travel dates, itineraries, destinations, and travelers’information 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.

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