Customer Service Transparency

Destina HolidaysFlight delays, cancellations, or denied boarding may occur due to weather, technical issues, operational constraints, or passenger documentation requirements. These situations are governed by airline and regulatory policies and are outside the control of Online Travel Agencies, and no-show tickets generally carry no remaining value under airline fare rules.

Despite this, it is relatively easy for customers to file complaints against OTAs on public platforms, even when the issue arises from airline policies or the traveler's own oversight rather than agency negligence.

As a company, Destina Holidays have consistently maintained a policy of responding to customer complaints in a timely and transparent manner. We recognize that trust and reputation are critical in the travel and hospitality sector, and we actively engage across review platforms to address concerns and provide clarification when required.

In an effort to further strengthen our customer-service framework, we have repeatedly contacted the Better Business Bureau (BBB) in Texas to inquire about business subscription opportunities. Unfortunately, despite multiple attempts, we have not received any response from the BBB. Documentation of these outreach efforts is available upon request.

It is also widely observed within the industry that long-established, fee-paying members often appear to benefit from more favorable treatment on certain review platforms, creating challenges for newer or independent OTAs seeking equal representation. Such practices risk creating an uneven playing field and do not reflect the evolving, competitive nature of today's travel marketplace.

We remain committed to ethical business practices, honest communication, and customer education, and we believe that review platforms should uphold the same principles of fairness, accessibility, and accountability for all businesses—regardless of size or tenure.

Additionally, as the BBB operates on a paid subscription model, its rating outcomes may reasonably be perceived as favoring long-standing subscribed businesses, whereas platforms such as Trustpilot function as open review ecosystems that do not require mandatory annual fees from companies and rely on direct, consumer-driven feedback.

Documented BBB Outreach Efforts

As part of our commitment to transparency, we have made multiple documented attempts to engage with the Better Business Bureau (BBB) regarding accreditation and subscription opportunities. Below is an example of our follow-up correspondence sent to the BBB Chairman in Dallas, Texas:

Destina Holidays BBB Outreach Letter - Follow-up communication regarding accreditation appeal

This correspondence demonstrates our proactive efforts to resolve accreditation matters and our commitment to engaging with oversight organizations. Additional documentation is available upon request.

Frequently Asked Questions

Flight delays or cancellations may occur due to factors beyond the control of airlines or travel agencies, including adverse weather conditions, technical or mechanical issues, air traffic control restrictions, or unforeseen crew availability such as pilot no-shows. These decisions are made by airlines and aviation authorities for safety and operational reasons.

No. OTAs act as intermediaries between airlines and travelers. While we assist customers before, during, and after travel, operational decisions—including delays, cancellations, or aircraft changes—are controlled solely by the airline.

A "no-show" occurs when a passenger fails to board a scheduled flight or is denied boarding due to missing or incorrect travel documentation (such as visas or transit requirements). In most cases, airline fare rules classify no-show tickets as non-refundable and non-reusable, leaving no remaining monetary value.

Travelers are solely responsible for ensuring they meet all entry, transit, and visa requirements for their journey. Airlines strictly enforce these rules at check-in and boarding. OTAs are not authorized to override airline or government documentation requirements.

Public review platforms allow customers to submit complaints regardless of fault. In many cases, complaints stem from airline policies, government regulations, or traveler oversight rather than agency service failures. We nonetheless review and respond to such complaints transparently whenever possible.

Yes. We have a consistent policy of responding to customer concerns in a timely, respectful, and factual manner. We believe open communication is essential in the travel and hospitality industry.

The Better Business Bureau (BBB) operates on a paid subscription model. As a result, BBB ratings may be perceived as favoring long-standing subscribed businesses. Despite multiple attempts, we have not received responses to our inquiries regarding BBB subscription enrollment.

Trustpilot operates as an open, consumer-driven review platform and does not require companies to pay mandatory annual fees to participate. Reviews are published directly by verified customers, making it a widely recognized platform for transparent and unbiased feedback.

Each platform uses its own methodology, eligibility criteria, and engagement model. Differences in ratings often reflect platform structure rather than the quality of service provided by the business.

We are committed to ethical business practices, honest communication, and customer education. Our goal is to assist travelers effectively while clearly explaining airline policies, government regulations, and fare rules that impact travel outcomes.