The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
TravelgenioAir ticket agency

G Dec 08, 2020
This review was posted by
a verified customer
Verified customer

I reserved five tickets on French Bee through Travelgenio on May 8, 2020 from San Francisco to Paris. (Purchase Request: 179826683; Booking ref. AQERJO) On August 12, I was informed by French Bee that the flights were cancelled and I could apply for vouchers before Aug. 31. I did apply before that date (I saved screenshots of the applications). French Bee sent me a note on Sept. 17 telling me to apply to Travelgenio. I called TG's U.S. number and they told me French Bee is responsible for the claim. I filed a claim with the DOT against French Bee because I could find no other way to reach them. They just sent me a reply again denying the claim. I tried in Nov. and again today to reach Travelgenio in the U.S. and Spain. Their U.S. no. has been discontinued. Their Spain number requires me to enter my booking ref. When I do, it refuses to recognize it and hangs up after three tries. Their customer service link requires me to provide an email. It sends a message to that email saying "We don't recognize your email" with no link (this is the same email I used to make the original reservation). I am losing over $2500 on these tickets and don't know what to do but possibly file another DOT complaint against Travelgenio this time? Any recommendation you have would be most appreciated. I have copies of emails, complaints, ticket confirmations, etc.

RESOLVED

The complaint has been investigated and resolved to the customer's satisfaction.

  • Travelgenio's response · Dec 09, 2020

    We would like to study your case. Please send an e-mail to [email protected], indicating the Booking ID (8-digit code) in the subject line. Remember to use the e-mail address you used to make your reservation. You will immediately receive instructions

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