Despegar.com
Reviews and Complaints

A transaction was placed wrongly and it was no way to erase or cancel. And no one helped with it just minutes after reporting the issue. On the phone they can't understand. Later an email was sent without any feedback yet. They didn't respond the chat after more than 1 hour on fb, I was sleeping by then. They responded with copying paste. A really unprofessional customer service. The airline didn't have any transaction in their side. They must act inmediatly and they refused to take care

Claudio Kojusner

17870 Biscayne Blvd, Aventura, FL 33160

[protected]@yahoo.com

[protected]

11/02/2022

I am heading to Despegar,

I made a reservation on Despegar’s website and paid $180 for a car rental, from October 28th until October 30th. Despegar gave a reservation number: [protected], a lease-out number: K28741738A1 and a account number: [protected]

I’m attaching the proof of reservation and receipt, for which I used a Mastercard ending in 6597.

When I attempted to pick up the vehicle on October 28th at the Hertz counter In the Gral. Cesareo Berisso S N Montevideo, Uruguay (International Carrasco Airport) I was told that the reservation was not showing up as paid and I had to pay them an extra $148 with an Amex ending in 1005. I was given another receipt with the same lease-out number: K28741738A1. This second receipt is also attached here.

I called Despegar and they told me they were not responsible for this double charge. Terrible costumer service, I was not offered any kind of immediate solution, only an email with no clear answers, this was not my fault, it was the company’s negligence. I lost my time and money. I asked the representative to transfer me to his manager and his response was an incredibly disrespectful. I feel totally scammed.

I hope I can please get my money back.

Thank you,

Claudio Kojusner

My name is Marius Reikeras and I am a Human Rights lawyer practising in Europe. A few weeks ago ,I invited Laura Carolina Munteon Alvarez, born 27 March 1998 to come to Europe to visit. She arrived on 19 June and left on the 27 back to Medellin, Colombia via Cancun.

To my sad sursprise,it seems like she has taken a photo of my creditcard in DNB and made purchases ,I presume for traveling, via Despegar.

She has carried out three purchases ,detucted fromm my account on 27 June and 1 July. The total amount is approximatley 370 Dollars.

I find it strange that Muneton Alvarez was successfull in misusing my visacard in DNB, without my permission and knowledge.

I want an explanation how this is possible and also claim the money back.

My email is [protected]@reikeras.no.

Kind regards,

Marius Reikeras,

Bergen,Norway.

La ruta Miami - Gye, fue reportada por afectación de covid-19 para ser gestionada a través del sitio oficial MIS VIAJES DE DESPEGAR. Mencionada solicitud de exoneración fue aprobada por AVIANCA con el waiver WVnov21-[protected], sin embargo DESPEGAR no me permite hasta el momento realizar las opciones de cambio de vuelo. Una opción para el 07 de enero que ACEPTE y coloque los datos de la tarjeta para pagar, fue cancelada por ellos mismos.. Por varias ocasiones he llamado al Call center de DESPEGAR y me indican que ellos no pueden darme solución, y AVIANCA me indica que debo realizar el trámite a través de despegar

my reservation is [protected], i am going to mexico city to visit indian embassy. then i noticed it is holiday on 16th September. so i like to change my trip a day before. so please change my travel date on 15th september. please understand. i need to change my travel date. don't say the [censored]ing policy.

On February 13, 2020 we bought online a flight to Cordoba, Argentina. We supposed to flight on March 18, 2020. Just the the issues began with the covid-19 and many countries including Argentina locked up the borders. We called to the number that was in the website [protected] and talked to Jose Romero. He suggested us to changed the flight's date, and so we did.
The new date was scheduled for December 17, 2020. For rescheduling the tickets they charged us $199.00 every ticket for a total of $398.00.
The issues with the covid-19 continued and they sent a message suggesting us just to leave the ticket open until December 31, 2021.
On May 7, 2021, we received an email: "LATAM Airlines Group has informed us changes were made in the itinerary of your flight... since the management was done by done by the airline company, we don't have information about the new programmation. Please, get in touch with Latham Airlines group to status of your flight.
We called twice to the Latam company and they said we have to contact despergar.com because they cannot refund the money.
Despegar.com vanished, never answer the phone even though we were almost two hours on line waiting for somebody to answer the phone.
This is the last email we received
Rv: There's been a change in your flight - reservation nr. [protected]
Yahoo
/
Bandeja de entrada

luis marcelo gutierrez
Para:
Teresa Gutierrez

vie, 7 may a las 19:08

Enviado desde Yahoo Mail para Android — Mensaje reenviado — De:"Despegar"Para:"[protected]@yahoo. es"
Cc:
Enviado: vie., 7 de may. de 2021 a la(s) 2:36 PM
Asunto: There's been a change in your flight - reservation nr. [protected]

Despegar
Reservation [protected]

Request RS-7514456

Hello Gutierrez, Luis Marcelo,
Booking no. [protected]
LATAM Airlines Group has informed us changes were made in the itinerary of your flight.
Since the management was done by the airline company, we don't have information about the new programmation.
Please, get in touch with LATAM Airlines Group to check the status of your flight.

Tw Tw Tw
The Despegar team

Despegar.com USA, Inc., EIN: [protected], 5201 Blue Lagoon Drive, Suite 881/881 A/882, Miami, Florida, 33126

tengo un problema con despegar.com desde el ano pasado, teniamos un viaje a hawai desde mayo 1 al 12 mayo, lo cancele devido a la pandemia. y hasta el dia de hoy. no me an rembolsado mi dinero y tampoco puedo comunicarme con ellos. nuncan contestan mis llamadas . el servicio es malo por que los representantes son muy groseros no ayudan al cliente. gracias a quien pueda ayudarme

Hello! None of the others flights fit with the itinerary we planned. I bought my son those tickets from USA for him to fly from CR to NY, he has a very tight schedule at university (he is taking 7 courses) and talked to professors to give him the chance to to have this trip, so they moved and changed assignments dates and other things, and after I booked in, I planned certain activities in NY for him to meet my daughter and I there, we haven't seen each other for awhile. He can not flight if it is not the way I booked it. So I demand you return my money.
Thanks!
Margoth Rodríguez

We have purchased tickets to flight out on Monday 6th ( [protected]) until Friday 10th January 2020 for 4 adults ( Santiago Chile to Buenos Aires Argentina) also added 2 extra flights ([protected]) from 7th to 8th of January ( Buenos Aires to San Luis return)

At first struggled to get all tickets as they spelled my last name wrong in one booking and not the other. Than we realised the tickets were booked for March.

We immediately called and let's just say after many calls with different responses, we get to we need to listen to the recording up to Wednesday so you have to miss your flights.

We are travelling from Canada and Australia and this has completely ruined our holidays and I guess the Argentinean economy does not longer require travellers to spend money locally as this areoline prefers to have customers not go rather than rush the review process to see what can be done.

We were told :

1. We will rush the review and let us know in a couple hours - not done
2. We can pay the diffence and a fee for now only to be told later on that's not possible
3. We must wait 72 hours in review

Otherwise, no room for the consumer to be able to receive a justified and timely response or even an interim work around ( we offered to pay the fee and extra cost in the flights whilst they review and to be return if they made the error) and even than the changes in information within the employees we are not even able to believe what they say, rather than this company is here to con people out of their money.

We live Chile 19th and 26th back to our homes and this was the only time we had, and due to this disgusting customer services won't be able to go.

Upon my return I will make sure our legal authorities are aware to warn all Australian traveller to not use their services to prevent other can they can enjoy their holidays.

Johana
+[protected]
Johana.[protected]@gmail.com

My husband bought a 2 flights ticket from JFK to Barcelona in June 5 for our vacation on September. Now a week before of our trip we revived an email that our flight was canceled by British Airways and Despegar didn't give us an appropriate solution. We can not change nothing because we booked our hotel and activities 2 months ago. Now the tickets are $1000 more expensive and we can't believe that you don't have any solution for us.
Reservation number: [protected]

This is the third time that I've written to despegar.com.

Reservation #[protected] --- Ticket #[protected]

On the night of Jan. 19, 2019 I arrived at the Aeropuerto Jose Joaquin de Olmedo in Guayaquil, Ecuador at approximately 11:30 pm. After waiting for my turn in line, I finally reached the counter. After handing the lady at the counter my documents, I was informed that I could not fly out to Miami. I informed the lady that I have double nationality, Ecuador/USA and handed her both my passports. My reservation showed my name to be Telma del Carmen Vargas Quiñonez, the name on my passport from Ecuador, and my passport from the USA showed my name as Thelma Vargas Cedeno, my married name. Both passports have photos obviously of me.
I advised the lady at the counter that I had to travel Urgently. I had some matters to resolve in Miami and that I would be flying to North Carolina on the 22nd. as I had an appointment with the Secretary of State of North Carolina on the 25th. I had also reserved a car at the Miami Airport for two days.
She said that it was impossible for her to issue me my boarding pass. She then gave me the number to the Call Center. I called them and explained the situation. They told me that it would take them 24 hrs to settle the matter and change the name on my boarding pass. I pleaded with the gentleman who took the call. He advised me to speak with the lady at the counter and explain that I have double nationality. I went back to the counter, explained the situation to the lady again and she still said no. I requested to speak to a supervisor and she said that she was the supervisor. She told me to come back in the morning and speak with someone in their office. By this time it was about 2:00 am. I was desperate and didn't know what to do. I had to take a taxi to one of my cousin´s house as I was all by myself, which can be very dangerous in this country. I live about 5 hrs from Guayaquil.
That morning, the 20th, I went back to the airport and spoke with a gentleman in the office. He advised me that in order to do a name change on my ticket, which had cost $454, I had to pay more than $700 additionally. I was in shock. He was very rude and not very helpful. I asked why I had to pay so much more and he said because there was a new rate.
I left the airport in shock. I immediately got online with despegar.com and quoted a ticket with Avianca for the 21st for $516. I don't understand why the gentleman at the airport said that I had to pay over $700 to fix my ticket. He could have told me to just purchase another ticket and it would have been cheaper. I proceeded to purchase a ticket with another airline as I don't want to fly with Avianca ever again.
I have been traveling to the USA for 50 years and have never had any problems due to my double nationality. To this day, I still do not understand why the lady at the counter refused to issue me my boarding pass as I showed her both passports.
At this time, I am requesting a refund back into my credit card for the ticket that was not used.
Thanking you in advance for your kind and prompt attention to this matter.

This email was sent to Avianca. They told me to contact despegar.com.

Me comunique con el call center para aclarar dos dudas respecto a un tiquete comprado online y el tono de comunicacion de la asesora fue muy grosero e indagando directamente con las aerolineas encontre que alguna informacion fue errada y malas confirmaciones de parte de la asesora.

Adicional encontre que un vuelo no es operado por la aerolinea que mencionan en el tiquete electronico, siendo esto una falta gravisima ya que por el tiempo de conexion no hay lugar a este tipo de errores.

Siendo una agencia de viajes online deberian preocuparse mas por los clientes y no solo por recibir el dinero, ya que una vez tienen el dinero cualquier duda puede ser resuelta con la frase " todo esta acargo de las aerolineas".

Dear Despegar team,

I have already sent this email once but am having to now use this forum as I have had no reply yet and the situation is pressing.

I very confused about a flight we had booked and now we learn there has been a change.

Flight reference: [protected]

All we have been told is there has been a change to the flight. What we have not been told is how this affects our original booking.
It has has not been made clear that our seats are still valid for the new times. We presume so but would like this to be confirmed.

As far as we can understand the new times are...
Out: Depart 25/8/18 06:20 (instead of the original 06:30)
Return: Depart 31/8/18 17:10 (instead of the original 15:55)
Are the original e-tickets (with the old departure times on them) still valid, or do we need to be issued new tickets?

Please let us know.
This is very concerning because we keep being sent emails offering us different flight times without knowing what our current status is!

Thanks,

Phil Delahunty.

I am referring to this booking:
Solicitud de compra de vuelo - Número: [protected]
You confirmed my flight and charged me it at the airport I had to buy another flight for extra 300US dollars.
I ask you to reimburse me and pay the extra due to your mistake.
I wrote a complain immediately after last year but got no answer.
Disappointing!
Please answer this time...

On the 24th January 2018, I made a reservation for 1 persons via desegar.com to a hotel in Caracas Venezuela. On the 29th January, I verify my credit card and the reservation cost for 2 nights was already taken out from my account. When I reach the hotel in Caracas, the front desk told me that I have no reservation with them. All day I try to contact Despegar.com and I can't get to talk to anybody. I also send emails and I get no answers. I have to pay again for 2 nights stay at the hotel since I have no reservation with them. Despegar.com please refund my 2 nights stay immediately.

Hello!

En el mes de septiembre hice una reservacion para un hotel en Puerto Rico, para pasar unos dias de vacaciones. Cuando llegue al hotel, mi reservcion no aparecio NUNCA y de hecho me comentaron que ellos NO TENIAN DISPONIBILIDAD hasta dentro de 3 meses.

Hice la reclamacion pertiente con ustedes en donde confirmaron mi lo que sucedio y me llamaron para dejarme saber que se me reembolsaria el monto total de mi reservacion.

Actualmente, dandole el tiempo pertinente para que se reflejara el reembolso de mi dinero, he esperado alrededor de 3 meses. Y mi dinero NO HA SIDO DEVULETO A MI CUENTA.

Pido pronta respuesta a este mensaje y por ende el reembolso de mi dinero.

Atte.

Ana M. Luberza

We bought two ticket from Phuket to Singapur from the 3rd of January to the 6th of January.

In the beginning we bough the departure at 10 40 am. I actually print the reservation.
Days after you sent me my confirmation ticket but with a different departure.
Now you are sending us at 21.00hrs.

We are so mad about this. Why did you change our departure with out our permission.
I need you to fix this urgently.

I leave in Thailand and I haven't been able to communicate with you.
It is an emergency as we are leaving in 4 days.

Alejandra

Siempre compro mis pasajes con despegar, pero el.Ultimo viaje no fue placentero deberian De parar De vender pasajes De Tame
Mi hija viajo el lunes y Las maletas no llegan aun,
Y hoy q regreso se compraron casi 1 hora para entregar Las maletas
Todo la ropa y Las cosas q Ella llevo Las tuvimos q dejar en Manos De no hermana para q pueda recoger Las maletas
Ella tu no hasta q comprar ropa y articles personales
Se que no es culpa De despegar, pero me veo en la.obligacion De comunicarles a ustedes para q no hayan tragos con esa compañia
Gracias

I went to book a hotel for Tuesday the 5th December and my payment got stuck, when I went to go back through Trivago to refresh and try again the dates had changed to the following week.

I immediately tried to cancel or amend my booking and you gve me no option. I understand no cancellations but surely within a 24 hour limit for the sake of mistakes.

The booking also cam to $40 more than I had initially been told it would cost.

There is no one to phone in english and no one to email.

I would still like to book this hotel but for the 5th not the 12th. Please can you try and help me solve this issue.

Name: Lucinda Bianchi

Hotel: The Big House

Purchase request number
[protected]

Hotel entrance code:
[protected]

I purchased 3 airfare tickets in March 2017 to travel to Colombia for the Holidays in December. My travel dates are from 12/19 returning to the US on 1/3. I received an e-mail from despegar.com on 11/14 informing me that "a major flight change was done by the airline". I immediately called despegar the same day. I have called over 4 times in the past 2 weeks. The customer service representative who I speak to continues to tell me each time that "they are waiting on confirmation for the alternate flight change". I have spent over 5 hours in all the calls in the past 2 weeks. This is the most frustrating experience I have had with any airline/travel agency. I am 2 weeks away from my travel date and I still do not have confirmation of my flight! Despagar.com should call me to apologize and provide me with a discount for their horrific service. Never again will I use this site to buy airfare.