Ovago Travel - airline administration penalty

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Apr 25, 2020
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Booked a trip to Florence, Italy for four. UA canceled flights. UA will refund tickets to Ovago. Ovago wants $250 per ticket as airline administration penalty. This seems excessive. Should I just file claim on trip travel insurance - had recent TIA and have medical letter from Dr saying under his continuing care and his advice is do not travel. Trip insurance cost $425. Ovago fees = $1200. Ovago needs my consent to pursue refund from UA. Very disappointed in Ovago agent’s response and assistance. Any suggestions?
 

Patina

Verified Member
Dec 22, 2015
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Was your credit card charged by Ovago or the airline? I would revisit the terms of condition you have with Ovago to see if that was part of your agreement when purchasing the flights through them. I doubt your trip insurance policy will cover this situation, you will need to review that contract as well.
 
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Apr 25, 2020
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Credit card was used by Ovago. Ovago’s terms say everything controlled by airline rules but they may assess a “fee”. No other definition or additional information. I reviewed my trip insurance and this is for a new medical condition which occured on 2/1/20 and I have hospital records and doctor’s letter.
 

Neil Maley

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Dec 27, 2014
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This is tricky as to filing a claim. A medical claim is needed if you had to cancel going on your trip because of the illness. Your trip was canceled so there is no need to cancel anything- it’s been canceled for you. And if the airline canceled, I don’t think you will be covered for Ovago’s fee because it was listed in the terms and conditions when you booked and by booking, you agree to them.

You can try filing a claim but it’s doubtful you would win.
 
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Patina

Verified Member
Dec 22, 2015
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Please book directly with the airline going forward. This forum is full of cases where the OTAs are making things more difficult than they need to be. If you had booked directly with the airline, then you would receive the full price of the tickets.
 
Sep 19, 2015
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Ovago is yet another shoddy online booking engine which charges high fees for the “services”. There are many similar complaints against them.
 
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jsn55

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Dec 26, 2014
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I may be over-simplifying here, but if United is refunding your air, you should make an insurance claim for the (outrageous) fees your online booking service is charging. I've had no personal experience with travel insurance claims or online booking services who charge fees. Perhaps my colleagues will correct me if I'm wrong.
 
Jul 13, 2016
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I don't think you have a claim. Ovago's vague terms allow them to charge an admin fee, and goodwill gestures are much more rare now with all businesses experiencing severe losses.
 
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Neil Maley

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Dec 27, 2014
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I may be over-simplifying here, but if United is refunding your air, you should make an insurance claim for the (outrageous) fees your online booking service is charging. I've had no personal experience with travel insurance claims or online booking services who charge fees. Perhaps my colleagues will correct me if I'm wrong.
Most policies do not cover fees like this. These are called processing fees by this company, not cancellation fees. They were part of the t and c- the time to ask how much the fees will be is before you book.

If you do a search for complaints about Ovago, there are many many complaints about them charging these fees.

This is what the website says:

In case that you request any changes and/or modifications caused by force majeure circumstances are needed in your original booking (cancellation or modification), in addition to the terms and conditions of the airline company, our processing fees will apply.