Top Onward Ticket

Hi, We’re sorry to hear that you were disappointed with your experience, and we appreciate you sharing your concerns. We’d just like to clarify a few points to avoid any misunderstanding: 1. We explained that we don’t have flights departing from PEW and provided you with a ticket from KHI as an alternative. 2. We did our best to assist you and responded to each of your emails. We’re sorry if you still felt that the support was insufficient. 3. Regarding the passport number, onward tickets do not include passport numbers. This is also not something we advertise, and our sample ticket does not show a passport number. We therefore believe there may have been a misunderstanding regarding this requirement. 4.Once you informed us that the ticket did not work for your particular situation, we processed your refund immediately. The refund has been sent back, although it may take 3–10 business days to appear depending on your bank or payment provider. We’d also like to share something that is important to us. We are a legitimate company that has been operating for nearly 10 years, and we take our customers’s trust very seriously. We would never knowingly keep a customer’s money if we were unable to provide the service promised. For this reason, being described as a “scam” was particularly hurtful to our team, especially as we processed your refund as soon as we were informed of the issue. We completely understand that the ticket did not meet your needs, and we’re genuinely sorry for the inconvenience. We simply hope this clarification gives some context to what happened. If you feel that your concerns have now been addressed, we would really appreciate it if you could consider updating or removing your review. It would mean a lot to our team. Thank you for your understanding. Best regards, Top Onward Ticket Team

Dear customer, We truly sorry that your experience with us caused frustration — that was never our intention. Unfortunately, your order was placed during a rare and very brief system maintenance window — and that’s why we missed it. This isn’t an excuse, just the honest truth. We’re just regular people — and yes, we can make mistakes. But we always try to confront them honestly and fix them quickly. That’s exactly what we did in your case. We completely understand how frustrating this must have been, especially given the urgency of your travel needs. Please know that this is not reflective of our usual service standards. We swear we didn’t mean for this to happen, and we handled your refund as quickly as possible to make things right. We’re not hiding behind technical issues — we admit the mistake and tried to fix it right away. That’s how we’ve always handled things, and most customers understand that because they can see we genuinely care. We understand that you said in your email you wouldn’t consider updating your review “not before I get my money back.” We refunded your payment promptly, as promised — and once you confirmed “I got my money back,” you still chose to call us a scam. We feel that’s not fair, especially considering we took full responsibility, responded quickly, and resolved the issue without hesitation. We understand it was stressful, but it feels like you’ve taken this very personally, even after we did everything we could to resolve it. When other customers decide to go easy on us, it’s not because they “receive something” — it’s because they see that we take responsibility and do our best to make things right. We’re always open to feedback, and we’ll keep improving. But calling us scammers or claiming all positive reviews are bought simply isn’t fair. We’re sorry again for the trouble, and we hope one day you’ll see we were being sincere Sincerely, The TopOnwardTicket Team

Hi, We're so sorry to hear you had a negative experience recently. Our system was down for couple of hours. That's the reason we couldn't send you the ticket within promised time. We did send you the ticket after our system is back, did you get it? We took full responsibility for what happened, that's why we refunded you the money. Also we're offering you a free booking for your next trip, simply reply to our support email and we will book it for free. We hope to serve you better next time if you give us another chance. We apologize for any inconvenience this may have caused. We would like to do everything we can to make this right for you. Your review is really valuable to our business, and we would be grateful if you can please consider updating the review after we explained your case. We look forward to hearing from you! Sincerely, The Top Onward Ticket Team

Hi, Firstly, sorry for the bad experience. But we think there is a misunderstanding here. It seems you booked the ticket out of our working hours, that's why it got delayed. We provided you the ticket exactly as we advertised, but you still reviewed us 2 stars, seems a little not fair to us. Can you remove it for now, because it really affects our business. You can write a new one after your visa process. Thank you for your consideration 🙏🙏🙏 Sincerely, The Book Onward Ticket Team

Dear Mr. Benedict, We're so sorry to hear you had a negative experience recently. Our system was down for couple of hours. That's the reason we couldn't send you the ticket within promised time. We took full responsibility for what happened, that's why we refunded you the money. Also we're offering you a free booking for your next trip, simply reply to this email and we will book it for free. We hope to serve you better next time if you give us another chance. We apologize for any inconvenience this may have caused. We would like to do everything we can to make this right for you. Your review is really valuable to our business, and we would be grateful if you can please consider updating the review after we explained your case. We look forward to hearing from you! Sincerely, The Top Onward Ticket Team