Best Travel Store Reviews - www.bt-store.com

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★☆☆☆☆

“Worst change ever!”

Written on: 29/09/2014 by Damarion132 (1 review written)

I used them to book a business trip across the world, and chose business class. When I had to change the timing of the trip, which I moved to several weeks later, they rebooked my ticket, charged me a large fee and told me I had the same itinerary. But when the ticket arrived, they had moved me from business to economy - on a 9 hour flight -- and kept the same price. So, without notifying me, they committed me to an unchangeable $4,400 non-refundable economy class ticket. I could go economy… Read Full Review

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★☆☆☆☆

“Medical Mission - change 9months away extra $400 - REALLY!”

Written on: 11/08/2014 by lcMiller254 (1 review written)

Steer clear of Fareboom Best Travel Store (they have lost their direction).  Asked for a supervisor and received a person - very difficult to understand - as I was trying to resolve my issue - nothing would be done. He blamed the airline for costly charges of $400 per person - for a 3 day change (trip would be 9-months from now). He could take off $100 each ticket so $600 for the change total. Trip is for a medical mission trip to a Vietnam orphanage Be Tho. The carrier United Airlines… Read Full Review

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★☆☆☆☆

“Never again!!”

Written on: 30/05/2014

I called to change my return flight. They canceled my original reservation and sent me a new itinerary. Great, right? But no. In that itinerary , all the way at the bottom, just above the disclaimers, it said I needed to reply in order to accept the change. I didn't see it, and didn't reply, and thought everything went well and my flight was changed successfully. A week before my scheduled (international) flight, I called the airline to change seats, and found out that my entire reservation… Read Full Review

By Administrator

Written on: 06/06/2014

Dear Customer,

We analyzed the circumstances of your case and have established the following facts:
- On February 1 you made a reservation on www.bt-store.com for 3 round trip tickets from Denver to Tel Aviv with a stop in Madrid, departing on Jun 9 and returning on July 16, 2013.
- On February 3 you informed us that you booked an invalid return date and that you wanted it changed from July 16 to July 10.
- We cancelled your original itinerary for free and created a new itinerary with the July 16 return date per your request. We notified you in writing that your original itinerary was cancelled and that we needed your written authorization in order to process the new itinerary, since this required a new credit card charge. An email titled “Please reply: BTS Alternate Flight Itinerary” was duly emailed to you on February 3 at 10.35 am PST.
- We did not hear back from you until May 29 when you notified us by phone that you in fact needed the offered alternative flights. At that time the itinerary had long been cancelled by the airline due to lack of your necessary reply to the aforementioned email titled “Please reply: BTS Alternate Flight Itinerary”.
- We offered you a similar itinerary as the previously suggested alternative, however at a substantially higher fare, since the February special fare was no longer available. The new fare costs about $700 per person more that the originally purchased fare.
- We also worked with you to search for alternative travel dates for maximum savings, but unfortunately we could no longer match the originally purchased fare.

Based on the above facts we find that there was no significant wrongdoing on the side of Best Travel Store at any time. Our agents are instructed to act strictly in accordance with written customer authorizations when processing itinerary changes.

Your request for additional compensation, in excess of the already offered $350 cannot be granted. There is no legal or moral basis for such compensation since we acted in accordance with your written instructions when we cancelled your originally purchased itinerary and sent you the provisional offer for the alternate itinerary. We cannot be held responsible or financially liable for your failure to respond to the email titled “Please reply: BTS Alternate Flight Itinerary”, since we assumed that you had abandoned the offered reservation, as you had already abandoned the original booking.

We are happy to assist you with suggesting alternate travel dates, outside the summer peak season, when we may be able to find significantly lower fares for your trip. You also continue to have the option of cancelling your husband’s ticket at no cost to you, since we will pay the $350 cancellation penalty.

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★☆☆☆☆

“TERRIBLE TERRIBLE COMPANY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!”

Written on: 09/11/2013 by ABLA82 (1 review written)

I WAS ON THE PHONE WITH best travel to MAKE CHANGES TO My itinerary. Mistakenly I hit the cancel button instead of 'reschedule' so I lost the ticket. The customer service person, rude and judgmental, will not reschedule until I pay a $450 fine. The airline company charges $250 but couldn't help since I didn't buy directly from them. With this very bad experience I will no longer buy an air ticket from bt travel.com again! Bunch of scumbags!… Read Full Review

By Administrator

Written on: 13/11/2013

When you contacted our office to make changes to only one of the passengers in your booking, our agent provided you with the applicable airline penalty plus the fare difference due to your new dates of travel. You opted not to proceed with the change at that moment and advised that you will contact us once ready. When you called our office again on Saturday, November 9, 2013. Our agent advised you to send us an email requesting the cancellation of only one passenger from your booking, but, instead, you used the “Cancel Reservation” feature we provide online when a customer wants to cancel the entire reservation, including all passengers. You claimed that you were using a tablet and clicked on the feature by mistake. However, when this feature is selected, our system will generate the following message as a warning: You are about to cancel the entire reservation for all passengers and automatic penalties apply - this critical action cannot be undone under any circumstance. If you need to cancel specific passengers only, while preserving others, please contact our Customer Service. CLICK HERE to learn more about flight itinerary cancellation BEFORE you click the Cancel button. Remember to review fare rules on the bottom of this page. Therefore, even when you have clicked on it by mistake, you still had the chance to stop the cancellation at that moment.
Our agent advised you that since the airline had sold out all the seats on the applicable class of service in which you were booked on, we had to contact them to see if they could re-instate your cancelled reservation. The airline would, typically, charge the equivalent penalty for this service as they would for a change request to your dates of travel. According to the rules of your ticket; the fees were $300 plus our $100 service fee. On Monday November 11, 2013, our agent contacted the airline to see if you could be assisted by reinstating your reservation without having to pay any fees. The airline was willing to allow a one-time penalty waiver and reinstated your reservation without any fees. At 12:00Noon PST, we provided you with this information via e-mail. You, then, spoke with one of our managers at 3:30PM PST on the same day and, once again, were advised of the same information. We don’t see how you can imply that we are a “bunch of scumbags” and that your experience was “very bad” when we have assisted you in every possible way. As you have mentioned, the airline was willing to assist you with a fee of $250, and yet we were even able to have them waive all their fees for you in a timely manner.

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★☆☆☆☆

“USELESS! Hope they tank for the consumer's sake.”

Written on: 18/10/2013 by indiependantfilm (1 review written)

Where to begin... I had to rebook. After cancellation of a flight it costs $300 to rebook. If you don't rebook by the original flight departure you lose out on the entire fare. Insurance did not cover the reason I had to cancel. BTS doesn't mention this until after you cancel. They have some vague mention of it in their policies that ballparks the cost nowhere near $300. I was charged an additional $145 for fare difference of the rebooked flight yet the fare was the same as the last booking. So… Read Full Review

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★☆☆☆☆

“Worst Travel Store EVER !!!”

Written on: 29/09/2013 by Clarisa (1 review written)

Hi there, On saturday night I decided to try this new site "Best" Travel Store and give it a shot ... wrong idea! I bought the ticket and I am used to receive the confirmation in my email 5 to 15 minutes later but this time I received instead a message saying they would check my credit card and let me know if the ticket would be confirmed. I thought that process would take 24 hours (more than usual taking in consideration the technology in communications we have now a days). Almost 48 hours… Read Full Review

By Administrator

Written on: 16/10/2013

We regret that your case was not handled properly due to a combination of unusual circumstances as we explain below. We wish to offer you a $50 future credit to try us out and see why we have over 20% returning customer rate that is among the best in business.

Your payment was flagged for verification due to cardholder last name not matching that of the passenger. Our verification department called your bank immediately after we received your reservation but was receiving only automated responses in Spanish. This was late Friday PDT. Your payment was thus flagged for verification on Saturday when a Spanish speaking verifier was available. Unfortunately the original flight you booked was cancelled by Lan Airlines overnight since we did not issue your ticket due to the unverified payment. Having realized that the reservation was auto cancelled our agents searched for alternatives within the booked price range and found almost identical American Airlines flights for just $10 more, departing just a few minutes within the original Lan departures. You should have been offered an inconvenience discount, and not asked to pay the minimal difference in fare.

Regarding Orbitz, they do have a more liberal credit card payment verification policy, since they are able to absorb significantly more in fraudulent losses compared to us. This is due to their size. However, we typically outperform Orbitz on discount international fares by a wide margin. We offer better deals at the expense of more stringent payment verification. Something has to give, either you accept more risk by not verifying all credit card payments and pass this risk onto consumers via higher fares, or you apply more stringent verification, possibly causing customer inconvenience, especially in case of foreign issued cards.

Please accept our apology for this incident and use your order number O-2B102062 as reference for your $50 discount with your next purchase.

Thank you for your patience and understanding.

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★☆☆☆☆

“Un-trusted, unrelaiable and unprofessional company”

Written on: 27/09/2013 by Ahaviv (1 review written)

My worst experience in on-line travel booking. I booked tickets through this site. my bank account was charged and had to do phone verification with my bank. After 3 days of all that they've cancelled my tickets for some price error excuse. the funds were on hold (by the airline so I'm not sure what error) now I can't use the money to book a new flight, the prices went up and I lost all the money I spent on my connecting flights, hotels at the departure port and other arrangements. I had to… Read Full Review

By Administrator

Written on: 17/10/2013

At Best Travel Store, we have zero tolerance for suspicious credit card activity or invalid chargeback requests. Therefore, we do not proceed to ticket a flight reservation unless we have fully verified the payment details. The purpose of this verification policy is to keep our airfares low by ensuring that the purchases made on our website are valid and legitimate, and thus avoiding unnecessary loss. If we requested to have a phone verification with your bank, it is because your bank was only able to authenticate your payment information by having you on the call. Many banking institutions do not require this procedure and are able to verify the card holder’s information without having to contact him/her. If we were unable to reach you in a timely manner, this may have caused your booking to be cancelled or affected by a change in fare initiated by the airline prior to ticket issuance.
Protecting your credit card against unauthorized use is our top concern and for this reason we are implementing Verified by Visa, MasterCard and JCB payment authentication program. This mechanism requires you to enter a credit card password each time you shop online. This password is known only by the cardholder and the card issuing bank, it is entered into a special online credit card payment authentication form that is provided by your card issuing bank in which is displayed on our website at the time of your purchase. If the password you entered is correct, your bank will reply back to us with a payment authorization response. If the password is invalid, your bank will advise us that your card cannot be accepted for payment.
The Payment Authentication password is similar to that of your ATM card’s pin code, which is required each time you withdraw cash from the automated teller machine. The pin ensures that only the authorized person has access to your money, and no one else.

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★☆☆☆☆

“Very poor customer service”

Written on: 23/08/2013

I booked a trip with this people but had an issue with the ticket. The airline was willing to help me but they could not do anything as the ticket was purchased though this site. It would have taken BTstore a call to the airline to fix this quite inexpensively for me but they were just not willing to help. It reminded me of "dealing with a collector to dispute a debt" is the best i can put it. Cost me $400 but it is the price to pay never to deal with them again. What the person on the phone… Read Full Review

By Administrator

Written on: 27/08/2013

We are always willing to go the extra mile our customers when we are able to do so. We are extremely sensitive to ensuring that our customers understand airline mandated fare rules that we display online, not to protect ourselves, but primarily to ensure that customers are well acquainted with the restrictions of their purchased tickets, precisely to avoid similar situations. We wish to stress that as a travel agent we do not set or control fare rules and in fact we are one of few online agencies that provide to their customers comprehensive airline specified fare rules that make the airline ticket purchase as transparent as possible. When customers fail to read the fare rules, despite being required to do so by our online purchase process, we are not able to waive the airline requirements. If the airline was willing to help you as you imply; they could have assisted you if they wanted to, as it is the airline that sets the specific regulations of each ticket. However, when the airline is not willing to waive their fees or override their ticket restrictions, they refer the customer back to the travel agency. Our customer support by phone and email may reply differently but will always give you the information you request based on the ticket’s restrictions.

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★☆☆☆☆

“Horrible customer service and payment verification”

Written on: 13/08/2013

I will never use this site again, and I would not recommend others use it. We were traveling with an infant, and requested specific seats, which were not translated to the airline. When I requested specific seats via email, considering the travel with an infant, they sent a generic response. The payment verification system, if you do not have verified by Visa, is onerous. I had to fill out 8 pieces of paper, and then they decided that I also had to confirm verbally, which they had not advised… Read Full Review

By Administrator

Written on: 28/08/2013

When you select seats on your booking our system warns you that seat reservations you submit online are not guaranteed due to possible airline restrictions that might reject specific seat requests. We do not know these restrictions in advance and a specific seat assignment can only be verified and confirmed after it is submitted to the airline for processing, once your reservation is paid for and transmitted to the airline. In case your specific seat assignment is not confirmed by the airline you will still get a seat onboard the booked flight-it just might not be the specific seat you asked for. In such case we suggest you arrive early for flight check-in when there are still plenty of unassigned seats you can request directly from the airline staff. Credit cards issued within the United States and Canada that support and pass billing address verification when the cardholder is paying for his/her own reservation only are accepted after we ensure that the name on the card you provide matches the name on file with your bank. All other cards are accepted for payment after you submit to us copies of your card, and the most recent credit card billing statement. We use these documents to authenticate you as the true cardholder and in case of credit card chargeback disputes with the card issuing bank. We have zero tolerance for suspicious credit card activity or invalid chargeback requests. This purpose of this policy is to keep our airfares low by ensuring that the purchases you make are valid and legitimate, and thus avoiding unnecessary loss. The universal credit card authorization form that we ask you to fill out consist of only 1 page and only 4 mandatory fields to be filled in. As a courtesy we call the credit card holder to authenticate the purchase and make sure the true card holder is aware of the transaction. If we called at an inconvenient time is due to immediate ticketing that may be required by the airline as the fare is not guaranteed until the reservation is paid for and ticketed.

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★☆☆☆☆

“Horrible customer service”

Written on: 26/07/2013

Customer service representative hang up the phone on me when I asked for her name. This is the worse experience ever and I will never ever book anything through them!… Read Full Review

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★☆☆☆☆

“Worst customer service ever seen!”

Written on: 24/07/2013

We bought several tickets from BT-STORE, but had to cancel the tickets due to the denial of entrance visa. One of the ticket rules is that we should be able to get full refund if visa is denied. BT-STORE did nothing to assist us and insisted that we should deal with airlines directly. All they care about is to charge the $100 service fee! Very disappointing!… Read Full Review

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★☆☆☆☆

“Horrible site to buy a ticket . Horrible experience ....”

Written on: 13/07/2013

Horrible site to buy a ticket . Horrible experience . After long hours Looking for a ticket . I booked flight with bts and later got a email . I check my return date was wrong .. They will NOT doing nothing to help me .. Horrible customer services . No help so ever . Am on my own . I will never and never use them again . Horrible horrible site .I had to cancel my trip that I plain it for 1 year With no refundable .!!… Read Full Review

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★☆☆☆☆

“BAIT AND SWITCH”

Written on: 07/07/2013

After spending hours, literally, looking for tickets for a multi-city trip, I finally booked tickets at a price that kept increasing as I browsed the site. I booked to fly into SF and out of LA. Prices were increased because of that multi-city booking. They sent me round trip out of SF for the same increased price. When I discovered the mistake, it was too late to change. No text or email reminders to check in. You are on your own after you pay them. Plus they called my bank because I was… Read Full Review

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★☆☆☆☆

“HORRIBLE SITE TO BUY TICKETS - NEVER EVER EVER BUY ”

Written on: 06/06/2013 by hka214 (1 review written)

I've dealt with dozens of online airline ticketing sites before because I've traveled extensively for the past decade. I've ran across pretty poor customer service when dealing with these types of sites but B-t-travel takes the cake for atrociously bad customer service. Adam, their representative actually yelled "BYE" into the phone and hung up on me after I asked to speak to the supervisor. I work in the customer service/marketing industry and I would never ever allow any of my employees to… Read Full Review

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★☆☆☆☆

“Terrible, the worst ever.”

Written on: 08/05/2013

This is the worst travel store ever, they have the worst customer service ever. They are almost never available on the phone. My bank filed a claim for charges that were wrongly deducted from my account. Even my bank representative could not reach this company over the phone to resolve the issue without filing a claim..They are not 24/7 at all, i purchased my ticket on Saturday night and had to wait till Monday to start looking for them so I could try to get help...Manipulative, terrible!!… Read Full Review

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★☆☆☆☆

“Horrible Service”

Written on: 24/04/2013

I ordered my tickets for an international flight and received my flight itinerary after paying. The day of my flight I drove 3 hours to get to LAX Airport, and on my way there I received an email from best travel store, they stated that my tickets were canceled, and no reason was given. It was a horrible situation and I had to scramble to find new tickets for my flight. Do not use this service, unless you want to be stuck stuck in a similar situation. I want to prevent this from happening to… Read Full Review

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★☆☆☆☆

“Costly mistake”

Written on: 14/01/2013

i booked a flight to China that was listed on their website. More than a day later I received email from them saying that due to system problems my ticket reservation was unsuccessful. By this time, all the cheaper tickets on expedida, priceline, etc. had all disappeared and I was forced to book another more expensive ($100+ more) and less convenient (two different airlines) flight. What a scam! Oh and btw, coincidentally, the moment I submitted I submitted my initial request, I started… Read Full Review

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★☆☆☆☆

“Bad Service. Highly not recommended”

Written on: 03/10/2012

I needed to change my ticket due to some unavoidable reasons, they said if I provide them the form with the legal reasons they will not impose the agent fee but only charge me the flight change fee but when I got a letter to show them they just denied and charged me flight change fee + agent fee + difference in flight fare (which was obviously higher than the previous flight). After couple of weeks they made changes in my flight without letting me know and messed up with my reservation and… Read Full Review

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★☆☆☆☆

“Don't exept help with your ticket”

Written on: 27/09/2012 by AndreyP (1 review written)

Extremely bad customer service [ like there is no customer service at all ] They will go back in force with credit card saying is decline, when there is nothing wrong with credit card and after telling book another reservation for more money [ Is bate and switch ]. They will blame airline & credit card, will not even try to help They will not even let you talk to the manager at all telling you [ Is nothing we can do, don't like it then go and get ticket some where else ]… Read Full Review

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★☆☆☆☆

“BTS misleading language leads to loss of $1200 ticket.”

Written on: 15/08/2012

I had to cancel a ticket for international flight Chicago-Germany-Chicago due to personal reasons in Sep.2011. I was informed that the value of my ticket, which is about $1200, is valid for one year. The exact reply from BTS customer service was as follows: "You have up until August 20th, 2012 to apply the value of this ticket towards a new reservation, using the same airline, same destination and same passenger’s name upon payment of $350.00 used reissue fee plus fare difference if any." So… Read Full Review

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