Trip Front review: Flight ticket that has been told to be reimbursed and 20 months later still hasn't received the money.

As an executive summary, this matter has been going on for far too long (18 months!) and I would be grateful if this could be concluded in a positive way. Specifically, Business Better Bureau wrote to me on February 1st 2024 in this letter the Business Better Bureau included a letter received by TravelReimagine.com stating that I would be reimbursed with “a check of $571.67 US” and “that your check will be delivered to you within next 4-6 weeks“. As of today’s date, which is much later than 6 weeks, this has not happened.

To remind addressees, I bought an airline ticket from Tripfront (Booking Reference No: TFON406168 Date Booked: Sep 14, 2022, 17:18 PST). On Nov 7 2022, I received an email from Tripfront that cancelled the booking and stated that “We have submitted a refund request in the amount of $571.67 USD to be refunded back to your original form of payment“ and “the amount is already refunded in the original form of payment and you should have the funds in a maximum of 6 to 8 weeks from now.“

On December 24th 2022 I contacted customerassistance@tripfront.com telling them that I had not received the refund. I was told by a customer representative, called Stanley, that “he guaranteed that I would be reimbursed within the next 7 business days as he had put a special request on the customer care services”.

In response, customerassistance@tripfront.com sent me an email, on the same day (December 24th 2022) stating that “ Dear Customer, Thank you for reaching out to us, we appreciate your business with us. As we have checked the refund is showing under processing. We advise you to wait for few days more while refund is getting processed. For any further information we request you to reach us at

customerassistance@tripfront.com Thanks and regards, Customer Service”

This happened again on January 26th 2023 when I wrote to customerassistance@tripfront.com

”As mentioned in this Email on December 24th, I should have received my refund but I am still expecting my $571.61 USD…….” In response, on the same day (January 26th 2023) customerassistance@tripfront.com said “ Dear Customer, Thank you for reaching out to us, we appreciate your business with us. We acknowledge your E-mail, Apologize for the inconvenience caused. Please allow us to inform you that we have escalated this concern to our team. They will take care of it shortly. For any further information we request you to reach us at customerassistance@tripfront.com Thanks and regards, Customer Service

On February 4th 2023 I received the following from customerassistance@tripfront.com

“Dear Customer, Thank you for reaching out to us, we appreciate your business with us.

Your request has been forwarded to the concerned team, will get back to you once we

hear back from them. For any further information we request you to reach us at customerassistance@tripfront.com Thanks and regards, Customer Service

On February 5th 2023 I replied “Hello, Following-up on my file. I haven't been reimbursed yet. According to your Email sent on January 26th, someone should have taken care of it shortly. But no reimbursement has been received….. But as of today February 5th 2023, I haven't received it yet. Could you PLEASE take care of my situation?”

Numerous emails and phone calls have taken place since then. Eventually, I did get through and sent a confirmatory email dated October 15th stating “Hello, I have been talking over the phone to many of your customer agents and HAD CONFIRMED that I will be receiving my reimbursement by mail, last time I had spoken with John from the billing department and guaranteed that I will be receiving the cheque by mail the latest on October 6th 2023, today on October 15th I still haven’t received the reimbursement…”

Eventually, I contacted the Better Business Bureau submitting a complaint on October 15th 2023. The Bureau responded on February 1st 2024 with the following: “This message is in regard to your complaint submitted on 10/15/2023 against Trip Front. Your complaint was assigned ID [protected]. BBB has received a formal written response from Trip Front. We ask that you review the response and advise us of your position on the matter within 10 calendar days “.

TravelReimagine responded on February 1st, 2024. “ Dear Ms. Richards, Greetings from TravelReimagine.com! Please accept our sincere apologies for any inconvenience caused to you on this occasion. We are issuing a check of $571.67 US for the refund of your booking. The check is being issued as per the details on the booking. Please see below the details for the check: Name on the check: Kathleen Richards. Address: 12 Rue de l'Horizon Apt 409, Hull-Gatineau, QC J9A 0H3 Amount: $571.67. Please be advised that your check will be delivered to you within next 4-6 weeks. Ms. Richards, we apologize once again for any inconvenience caused to you and hope that you will give us another chance in future to serve you better.

Warm regards, Customer Care TravelReimagine.com”

In summary, please reimburse the money owed.

Yours faithfully,