BOOK ONWARD TICKET

Hi, We’re truly sorry that our service didn’t meet your expectations, and we completely understand your frustration. However, we’d like to clarify that in this case, we had already made an exception by accepting your booking. Normally, the departure date needs to be at least 5–7 days from the booking date. In your case, the departure was only a couple of hours away, which created a situation where the airline could cancel or invalidate the reservation. We were genuinely trying to help despite the very short timeframe. We also explained the situation and refunded your payment immediately, even before you asked for a refund. In addition, we replied to nearly 10 of your emails and did our best to help resolve the issue. That’s why we were honestly quite surprised to receive a negative review after we had refunded you and believed the matter had been resolved. We completely respect your experience, but we hope you can also understand our side. We feel that, considering the exception we made and the support and refund we provided, the review may not fully reflect the effort we made to help you. If you feel that our explanation and the way we handled the situation have addressed your concerns, we would really appreciate it if you could consider updating your review. Thank you for your understanding. Sincerely, The Book Onward Ticket Team

Hi Tony, could you please confirm the passenger name used for the booking? We’ve checked our records but couldn’t find any booking under the name Tony Russo. We’re concerned that you may have mistaken us for another provider. Our website is BookOnwardTicket.com. Please double-check your booking and contact us via our support email so we can look into this and resolve the issue for you. We’d really appreciate the opportunity to verify what happened before a review is posted, as we wouldn’t want our company to receive an unfair or undeserved review due to a mix-up with another provider. Thank you for your understanding. Sincerely, The Book Onward Ticket Team

Hi, Thank you for sharing your experience. However, we’re quite concerned about what you described, as we would never intentionally ignore a customer’s support email — especially if you contacted us twice. Customer support is extremely important to us, and it is simply not how our business operates. If we received your emails, our team would respond and assist you. We would therefore really appreciate it if you could send us your name, booking details, or the email address you used to contact us, either here or through our support email, so we can check what happened. There are unfortunately a number of copycat websites using very similar names and designs, so we’re also concerned that you may have accidentally used a different provider. Please provide us with any details you have, and we will personally look into this. We want to make sure we identify exactly what happened and resolve the issue properly. Sincerely, The Book Onward Ticket Team

Hi, Firstly, we sincerely apologize for your experience. We’d like to clarify a few points. We have been operating since 2020 and, during that time, have built our business by providing legitimate onward ticket reservations. According to our records, you also successfully used our service back in 2023. Unfortunately, this time we were unable to secure a reservation for your requested route. Rather than sending you something that wouldn’t work, we informed you of the issue and confirmed that we would issue a full refund. We understand that our explanation about our accountant being on vacation may have sounded suspicious, especially since another customer experienced the same situation during the same period. However, it was simply the truth. We would never risk our reputation over a $12 order. Your refund was processed on 20 July, as soon as our accountant returned. Could you please confirm whether you have received it? We also noticed that two reviews were posted regarding the same issue. If you’ve received your refund, we would greatly appreciate it if you would consider updating or removing the reviews so that it accurately reflects the final outcome. Thank you for your understanding, and once again, we’re sorry for the inconvenience. Sincerely, The Book Onward Ticket Team

Hi, We’re very sorry for your experience and understand how stressful it must have been, especially with your flight approaching. Unfortunately, due to an unexpected system issue, your order was delayed. While our normal delivery time is much faster, we do state in our Terms & Conditions that delays can occasionally occur during busy periods or technical issues. We understand that our explanation may have sounded suspicious, but we would never keep a customer’s money if we were unable to provide the service. The refund delay was simply because our accountant was on vacation and only they could process refunds at that time. Your refund was processed on 20 July. Could you please confirm whether you have received it? We sincerely apologize again for the inconvenience and appreciate your patience. Our reputation means far more to us than a $12 order, and we always do our best to make things right when something goes wrong. Sincerely, The Book Onward Ticket Team

Hi, We understand your concern and appreciate you sharing your experience. Our working hours are clearly stated on our website and in our terms and conditions. We received your booking and follow-up message at around 2 AM (outside of our operating hours) and processed your refund as soon as we reopened. We also received your message: “I don’t want to write a one star review for your company in the reviews. Please refund promptly.” We’re sorry if our response came across as rude—that was not our intention. Reading this at the start of our day may have affected our tone, but we acknowledge we should have communicated more professionally. We’re glad the refund has been completed and apologize for any frustration caused. We value your feedback and will use it to improve. If you feel the issue has been resolved, we would appreciate you considering updating your review. Sincerely, The Book Onward Ticket Team

Hi, We’re sorry to hear that you had a frustrating experience. That was certainly not our intention. For clarification, the ticket was sent nearly a day before you contacted us about its validity. If we had been informed earlier, we would have gladly checked it and assisted right away. We also responded to your earlier email regarding the title correction within 3 minutes, as we always try to reply as quickly as possible. When you later contacted us about the validity, it was during a particularly busy period, but we still replied within about two hours. According to our records, you also used our service in 2023 for the same route. For this route, only a few airlines are available, and some of them do not allow reservations made through third-party agencies to appear in their public verification systems. However, the reservation still exists in the airline reservation systems used by travel agencies. This was the same situation in 2023, and the reservation worked without any issues at that time. For clarity, we would never provide fake reservations. Once you expressed that you were not comfortable using the reservation, we issued a full refund shortly after. We have also reached out privately to assist further, and we appreciate the opportunity to address your concerns. Sincerely, The Book Onward Ticket Team