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To Whom It Might Concern:
On 6/28 I booked a round trip flight from Sao Paulo, Brazil (GRU) to New York (JFK) for both my parents. Immediately after providing my financial information I received an email confirming the transaction.
My parents arrived at the airport only to find out there was no reservation and the confirmation code provided was not valid.
The tumult generated was great. My father is a Parkinsonian patient, 78 years old, and my mother is 69 years old. This stress represents a hazard to their health as they were both completely disoriented, distressed and fatigued by this inconvenience.
In response, BACC travel seems aloof to all the havoc caused. I am extremely frustrated as I feel helpless in spite of being wronged.
In addition, I had made arrangements to take time off from work and focus on spending time with them. This is a huge let down. I am so saddened by it... truly frustrating.
Hope some consequences follow this irresponsible behavior on the part of this agency.
Thank you,
Miriam E. Ferreira
The complaint has been investigated and resolved to the customer’s satisfaction.
THIS COMPANY IS IN THE HABIT OF SCREWING PEOPLE I AM IN THE MIDDLE OF A SITUATION WITH THEM REGARDING A WORTHLESS RESERVATION < NOW WORKING TO GET A REROUTE WHICH THEY REFUSE TO DO
THEY LEFT MY SON STRANED IN RIO DE JANEIRO
THEY HAVE NO CONCERN FOR THEIR CUSTOMERS
I've never had to call and confirm my identity after booking with travelocity or orbitz - which is good as I'm phone phobic. They did give that option - you had to opt-in - for people who don't like to give their credit card info over the internet. So far, my confirmations and bookings have always been good - even for overseas flight to Asia.
Gordon d - I don't see that you need advice as you seem to have covered the bases yourself. Thanks for sharing what you did, though.
Just as I thought! Not one word of suggested help. This is what I did:
1. wrote to BBB
2. wrote our credit card
3. wrote to the airline
4. wrote to each association on www.clickandfly.com website (BACC Travel logo in top right)
5. wrote to BACC with copy of letters sent above
The charges were reversed by our credit card company after which the cc company gave BACC ample time to respond to our complaint. Guess they did not respond.
Note, director of marketing calls us and claims we used the tickets and does not understand why the credit card charges were reversed. We never used the tickets and we have proof. His call is after he has our written complaint (above) for over 30 days and which he does not mention or acknowledge. STAY AWAY FROM THIS COMPANY! They have absolutely no customer service!
Call me all the names you want. You never asked any questions about my case so there for your answer inferred that I made a mistake and that all travel agents seek confirmation. The fact is that there are operators who are good and there are those that completely ruin an industries reputation...look at auto repairs. I personally have never been requested for confirmation or authorization.
Yes, I did not like your response and your comment was not appreciated because no where did you ask about specifics. I believe each case is unique and that you should have requested more information before commenting with generalities.
I'm a jerk so be it. But I will not be screwed with and I almost did. As of today I don't even have a response from BACC about my complaint. That shows you exactly who they are. Not even a formal letter saying they did everything they could. SO IF your in the industry, I implore you to do something about BACC and their bad practices...because online they seem to have several complaints about them. IF you read those complaints...I'm sure you would have commented differently AND assisted me with the proper channels to lodge a complaint against BACC.
My apologies for your feelings about my response. No insulted intended. MY BAD for the initial response to you. Again, please help your industry so that BACC gets investigated properly and just reward is served to them.
All the best to you!
G
AND YES we called in mutiple times to give an email and fax number for BACC to send us their credit card authorization form for us to fill out and send back. AND THEY STILL charge our credit card. BUT the flight is never canceled per your statement about fraud protections since we never confirmed...seems like a feedback loop and the customer never wins at...I like to think of as FRAUD!
Stealth pilot...I have no idea what your saying. BUT ALAS I have some conclusion...after making a complaint to BACC, which they have not even responded to, and my credit card, our credit card sided with us and that BACC is in the wrong. Also, the ASTA, a travel agent association that has a logo displayed on BACC's clickandfly website, also respond that BACC does not belong to the association therefor BACC is illegally using an association's logo. I don't think I have to say anything more about this company.
Finally, I use orbitz, cheapflights, lastminute and all the airlines websites to book airline tickets and have never experienced a problem to the extent that I have with BACC. DO NOT USE BACC FOR ANY PURCHASES! EVER!
Stealth Pilot. Do you work for BACC or do you have experience with BACC? I looked at our "bookSuccess" information and no where does it say call and confirm identity. We did receive a call from BACC to provide written authorization for the transaction but they could never send us a simple email attachment with their authorization form. This was after 6 calls we made to them and gave them several email addresses and fax numbers to send their authorization. Also, they stated they cant guarantee the flight price which we interpreted as we have no booking. We shopped elsewhere and got an immediate flight with no need for written authorization. We wrote to them they dont have authorization to use our credit card and then they went and charged out credit card...what happened to the need for written authorization? BACC claim they are seeking a refund of our funds but now they dont even return my calls or rather they never returned any calls except for the one where I claim there committed fraud. STAY AWAY FROM BACC!
They are a disservice to the whole travel industry. Not only do they lack service (they cant send us the credit card authorization paperwork after we gave them multiple emails and fax numbers) but they charged our credit card after we told them we are shopping elsewhere. I called the employee that handles these issues and he lies to me each time saying he is getting a credit from US Air for us and then never calls back. I filed complaints of fraud with US Air, our credit card company and multiple associations that are listed on their www.clickandfly.com website. I discovered that they are using assoc logos on this site and they no longer belong to the assoc...infringement. This company is totally unethical and corrupt...stay away from them.
This also happened to me. They booked me a flight on American Airlines and I could not travel.
I was alone, and very mad with the situation, I called them and they act strange.
I could not travel yet and I'm in the process to hire a lawyer to suit them
Customers be aware of this company.
Marcos