Despegar.com
Reviews and Complaints

This is about the third time I write you asking for help. Also, I have phoned to the call centre and talked to Rubén, María Pedraza and Vanessa Tous the past week. Each time I was kept on the line for at least 15 min. Of course, every time I had to explain the problem and of course every time I heard the problem 'had been solved' I could expect a new ticket within the next 24 hours.
It all started when on October 8 I changed the return flight of my husband's ticket and of my own. My change went through immediately. His change got 'stuck' and since then, the system tells me that my request is 'being processed'. We are 10 days away from our trip and I have keeping an eye on the flight we want to reserve. Today it showed there was only 1 seat left. Since I have no hope that your Customer Service will solve the problem within the next hour, I purchased a whole new ticket for my husband. I am now requesting, demanding, that our original ticket gets paid back ánd what ever extra money I had to pay today for the ticket, because of your inefficiency and bureaucracy. The initial reservation for my husband has booking number [protected].

Hello, my name is ANA LUBERZA. I buy with you a hotel reservation for OCTOBER 5 TO OCTOBER 7... When I went to the hotel to do my check in, the HOTEL said that there WAS NO RESERVATION FOR US, even when we SHOW THEM THE CONFIRMATION NUMBER. They even said that there was NO ROOM IN THE HOTEL SINCE SEPTEMBER 19. I call today to check if there was an error, and they once confirm there was ANY RESERVATION AT MY NAME.

I WANT MY MONEY BACK FOR THE INCONVENIENCE.

THANKS!

Ana Luberza

Originally I booked my return flights on the 26th July (19th August Lima-Cusco returning on the 27th August Cusco-Lima) and recieved an email stating that I would receive confirmation of payment in 24 hour.

I never recieved a confirmation email, nor had any money been taken from my account. Like previous bookings I had made on despegar, the lack of contact made me assume that the flight booking had not gone through.
Despite this I didn't book another flight until the 18th of August as I was hopeful to hear from despegar, as we had been communicating via twitter regarding the booking.

However I did not recieved any confirmation of the return flights until the evening of the 24th August. The confirmation email and my online profile recognises that it was a return flight (19th-27th August) that was booked with the total of $553 US dollars, despite our first flight that had already departed one week prior to the confirmation email.

As you can imagine it was frustrating to learn that I had been charged for a flight that had already departed and had never recieved any confirmation or Etickers for.

However the frustration grew when I check my online banking and saw that I had in fact been charged almost $400 dollars more than had been stated on my confirmation email. I checked the invoice on my online account and it doesn't match up to the booking I made on the 26th of July at all. And the online reference does not match the airline company we were supposedly flying with.

Today we phoned the Lima office and there was recognition of a mistake that had been made on behalf of despegar and we were given a number for a U.K. Office. However after numerous attempts at trying to phone this office, the number was incorrect and we were unable to connect with anyone in the office.

I hope you can appreciate how frustrating this has been. I would like to know how I can make a claim and receive a refund for the mistake your company have made.

Below are attached photos of the confirmation emails, the invoice and my bank account. If there is anymore documentation required I will happily send it through to you.

Thank you for your assistance in this frustrating situation.

Hello,
I'm in Los Angeles, CA. I've made a reservation at Beverly Hills Suits through Despegar.com and when I arrived the receptionist told me that they don't accept Despegar's reservations. And I've made the whole payment, which was around 300 dollars. I had to make the payment AGAIN through Airbnb... I need you to refound my money. You can talk to the hotel to double check that. My name is [removed], I'm from Argentina and my ID is [removed].

My trip is planned for two people from Cancun, QRoo, Mexico to Verdadero, Cuba staying at the Iberostar Verdadero August 17, 2017 to August 24, 2017.
My American Express has been charged and I have no travel verification nor reservation number. The only number I was given was 6828409. This vacation package was made be telephone, I am quite concerned. Please advise.

Linda J. Aquique
Fila Marie Aquique Henninger
Telephone...Mexico [protected]

Reservation number [protected]

Flight from Panama to Venazual.

Hi on booking this flight I received and email that stated that my flights could be cancelled with an airport fee of $150. However, when I have tried to cancel my flight through through the despegar website it says that I cannot cancel.

I even considered changing the flight to another date but they are trying to charge $1100 to do this. The flight was only $325 to begin with.

Please can you advise on how I can cancel my flight or change the dates without having to pay so much.

Kind regards

Nicholas

With reference to my recent journey to Puerto Rico - purchase ref [protected]. I purchase one ticket for my family's journey from Manchester to Puerto Rico which entailed 2 flights - the second a connecting flight from JFK, New York to Puerto Rico.

I was not sold an accurate product/service - Despegar allowed only 2 hours for the changeover procedures regarding the 2 flights which was not possible/feasible. During the 2 hours allocated we were required to complete the visa entry procedures, passport checks, baggage collection, travel to another terminal, check-in for the second flight, go through security checks and ensure we were at the boarding gate within good time - all of these procedures were not possible under any circumstances and therefore I was sold an inaccurate product/service.

Consequently, we could not make the connecting flight (scheduled for 3 pm departure) on our outward journey (the return journey involved fewer procedures) and due to the very good customer service of Jet Blue, were provided with a complimentary second ticket for a flight 9 hours later. We were originally scheduled to arrive at Puerto Rico at around 7 pm to stay at our hotel - the Puerto Rico Airpot Hotel - but did not arrive until 4.30 am the following day and were therefore charged as it was too late to change our hotel booking.

Our hotel bill was $188.31, we had costs during the 9 extra hours spent at JFK airport and severe discomfort - our Jet Blue complimetary flight did not depart until 12 am. This is the second complaint as Despegar asked for information and I was away and could not respond - so the company closed the complaint and I believe said to re-submit it - having previously offered to pay the hotel bill of $188.31

Hello, I purchased a return flight New York - Rome. The airline changed the departure flight and I was offered a different flight for the return as well. The return flight didn't work for me because it was in the morning and I couldn't reach the airport in the morning. So I called Despegar and told them that I was willing to fly the day after at any time, as long as it was after noon. They sent me an alternative that leaves at 6.25 am, has two transfers and takes 20 hours to get me to NY! I called and they told me that I had to accept it or my seat on the departure flight wouldn't be guaranteed. They advised that I would secure my departure flight, arguing that I could always change the return later on. When I called to change the return, however, I was told that, because I accepted the alternative they sent me, there was nothing I could do. I am super mad! Getting to the airport that early means spending the night in Rome and paying for a hotel room and a cab to get to the airport (there is no public transportation in the early morning). Beside costing me money, this trip is also a big inconvenience for me, because I am in bad health and having to transfer and having long lay-off hours at the airport is going to be really painful for me. I wasn't even offered a refund! I am really disappointed with this company I have been travelling with for years, recommending it to many friends. I will make sure none of my friends uses it anymore! Booking no. [protected]

Booked a hotel in Switzerland last month, where you have to check in with a booking code (there is no reception). Despegar provided us with the wrong code, so we could not enter our room and had to find (and pay for) another hotel late in the evening. The fact that it indeed was the wrong code was later confirmed by the hotel itself. Despegar customer service can't be reached to file my complaint and receive compensation however, even though I tried to reach them every possible way.

With reference to my recent journey to Puerto Rico on 21st May - purchase ref [protected] with Despegar.com. I purchase one ticket for my family's journey from Manchester to Puerto Rico which entailed 2 flights - the second a connecting flight from JFK, New York to Puerto Rico.

I was not sold an accurate product/service - the ticket allowed only 2 hours for the changeover procedures between the 2 flights which was not possible/feasible. During the 2 hours allocated we were required to complete the visa entry procedures, passport checks, baggage collection, travel to another terminal, check-in for the second flight, go through security checks and ensure we were at the boarding gate within good time - all of these procedures were not possible under any circumstances and therefore I was sold an inaccurate product/service.

Consequently, we could not make the connecting flight (scheduled for 3 pm departure) on our outward journey (the return journey involved fewer procedures) and due to the very good customer service of Jet Blue, were provided with a complimentary second ticket for a flight 9 hours later. We were originally scheduled to arrive at Puerto Rico at around 7 pm to stay at our hotel - the Puerto Rico Airpot Hotel - but did not arrive until 4.30 am the following day and were therefore charged as it was too late to change our hotel booking.

I am seeking a refund for our hotel bill - $188.31 (copy of payment receipt attached) and additional subsistence costs (approx $80) incurred during the 9 extra hours spent at JFK airport - our Jet Blue complimetary flight did not depart until 12 am. Please also advise what action will/can be taken for damages regarding our extreme discomfort during this time with our 12 year old son.

I paid for my ticket with my AMEX card - please advise if I also need to be in contact with my credit card company.

Yours sincerely

Hello,
My name is patrick lachat, I bought you a flight ticket from puerto escondido to mexico city on the 13 of february 2017, for mxn$ 1, 397 and
Received a confirmation: gracias por tu compra!
On the departure day (15 feb. 2017) I had no seat!? and I got charged on my visa card anyway!
I had to buy a much more expensive flight later that day.

I would like to know why I received a confirmation, got charged and could not fly?
I ask you to refund me.
I ask you to pay my additional cost on this trip.
Waiting for your answer.
Regards
Patrick lachat

Hi,

Last Friday I booked a hotel in Medellin and I received the confirmation email, however the next day I received an email saying that it was not confirmed and it is cancelled, I called despegar.com and they say that the payment didnt go thruw so the lady told me just to try again, which I did and later that night I received a new email saying that the new booking for the hotel was cancel.

On Monday May 1st I check the bank account and the credit cards was charge for both transactions... and I have been trying to talk with someone in Despegar.com but the automatic system does not give me options...

and Now today May 4th the two cancelled booking changed their status to completed... so Im confused if they are actually cancelled or now I have two bookings for the same hotel

I made a ticket purchase confirmation number [protected] and the webpage of despegar.com advised that an eticket would be sent to me via email, but I did not received it so far and I cannot search at website by my purchase number anymore.

I tried to call but only automatic machines answers the customer care call and I want to receive my eticket at my email elaine.[protected]@dhl.com

Hi, I wanted to re activate a ticket and use it on April 12th returning on APRIL 13rd and I could not do as they told me it was expiring on April 12th. I have received an email saying that I can use it until April 13rd. They were not able to give me a solution in one hour that I have been at the phone.

My question is ..do you have a culture of customer orientation? Giving a solution here was super simply as I was not asking for any exception just asking that you TO HONOR what the mails says

I have been using Despegar for a long time, this will be not only my LAST TIME but also I will NOT RECOMMEND IT to anyone

Maria Ines Calvo

I need help! I booked a ticket through Despegar.com but i still haven't received the confirmation letter with itinerary details...Although i was charged for the flight. I called several times on the phone number but the system is automatic saying that they will send me information to my e-mail. Although nothing is being sent. I just need to talk to the REAl representative to make things clear. Please help me!

My lodge was registered with Despegar until August 2013 when a serious fire put us out of commission. Upon rebuilding I tried to re-incorportate in Despegar with the first letter sent 29-10-2016. The local office started communicating in January (!) asking for background information which was duly provided. Then I was asked for the tax ID for the entity running the lodge and I informed that the lodge was run as a personal business and duly registered with the tax authorities. (Information already obvious from the data sent)
They responded that they could not find any references to the lodge and could not accept the application.
This decision can only be described as "bizarre" since a google search will provide references, we have a website (incomplete) and we are currently operating with airbnb, homeaway and pending with booking.com. We also give tax receipts to our guests and have a great quantity of back up information and evidence to provide-- none of which was requested.

About 18 months after the fire the local office started dunning us for unpaid commissions. A review of the correspondence (I have everything) revealed that the commissions being claimed were for reservations that had been officially cancelled through your website. I sent the evidence to the office which never replied. A few months later the dunning started again, I resent all the evidence and requested feedback, no reply. Later I was contacted by a sales rep for Despegar, I requested that she look into the matter, "Of course." She said... and never got back to me.

All this to say that your Santiago, Chile office needs some shaking up.

I bought a ticket for my mother in October 2016. From Bogota to Sydney. (booking no. [protected])

I received a major change notification of her flight on the 4th of January. The options that despegar is offering us, do not suit my mother's requirements since she will have to wait about 19 hours in LAX for the conection or go to three diferent airports in USA before arrive to Bogota. If those options were the ones in the webpage at the beginning I wouldn't have bought the tickets

After several phone calls and emails, on the 11th of January they agreed to refund the money, then on the 23rd of January, they sent me an email saying they won't make the refund and If my mom doesn't show up at the airport the ticket will be void and the money will be lost.

we have less than a month to solve the problem (Ticket departure 22nd of February 2017), and Despegar is playing with us saying that they are going to make the refund and then taking it back.

we're requesting the refund since we weren't the ones who requested any changes to the itinerary and the options offered are ridiculous

I am quite furious with despegar as I booked a return booking with them from lima to tarapoto for the 22nd of october and was told upon arrival that I had booked a residents only ticket. I was therefore charged a massive $178 usd by lan before I could board the plane. I can not understand how they can justify this kind of huge payment, it is certainly not paying the equivalent of a normal flight. It's basically a fine for making a mistake that is more the fault of the site (Despegar) I booked through than my own. I am aware that this is lan's fine, but this started with despegar and it was the fault of their website that I came into this blunder. There is nothing on the email confirmation or ticket stating that this is a residents only ticket and I certainly can not recall seeing anything on the site saying so when I was booking. As I don't speak fluent spanish i'm guessing I must have missed this on the site, but it is absolutely laughable that there isn't something during the booking process (Like entering a valid resident number, for example) to stop tourists falling into this trap. All other airlines would do this. There are no warning signs, nothing to click to confirm you are one or the other. This makes me feel like this is a scam to trap tourists to be honest. I can't see it as anything otherwise. I can't help but think this must happen all the time to tourists traveling the country as they must use the site regularly. I am having to make this complaint here as there doesn't seem to be anywhere on the despegar website where I can make a complaint. I would like to be told where I can do this and to be told that they will help me in claiming this extortionate amount of money back off of lan. Thank you.

OMG. It was the worst deal. I booked the flight and hotel through the company www.despegar.com. Basically, they did only one thing. They charged me for the hotel and flight. But now they didn’t send any information about the flight details. I got only email about the hotel, but it was also useless. I think that they have scammed me, but I have no proof. Please, need some advice.