Jensen Travel Co Ltd. - Richmond

康迅旅游服务周到真诚！康迅旅游加拿大商业促进局A+好评保持十数载

My parents have booked through Jensen Travel several times in the past and recommended them to me as well when I was recently booking a trip to Japan for November. I paid for my tickets and had the tickets issued. Last week, I went on a trip elsewhere and had checked in online. I went to the kiosk at the airport to print off my boarding pass and the employee at the airline counter was advised that my first name and middle name on my passport was switched from what was on my itinerary, but it wasn't a big deal. I thought I should let my travel agent know about my Japan itinerary, just in case. However, when I contacted the travel agent from Jensen Travel, her response was "WOW, you find out now?" and she told me there was a charge of $100.00 from the airline to "change the name", even though both the first and last names are all listed on the passport and itinerary, just switched. She told me that the airline cannot hold the seats (even though I had already purchased my tickets) and that I "for sure cannot get on" if I don't change it. Obviously, after hearing her say that, I was worried that I would have issues when I travel to Japan. I spoke to my friends and colleagues about the "name change" charge, and they all advised that they generally do not charge that fee, because this isn't a name change, it is the same person, with the order of the name switched. I proceeded to call the airline (ANA) and they advised that there is indeed no charge for this name change and told me I shouldn't have to pay for a fee. I called Jensen Travel back and spoke to the agent and she said she couldn't help me because she said she was billed $100.00 from the airline, so she had to charge me. I told her I spoke with the airline and they told me there is no charge and I should not have been charged anything, but she just said she couldn't help with that. This is very alarming because they basically ripped me off $100.00 for doing nothing, and this may not be a large amount, but I find it extremely unprofessional of the travel agency to be doing shady things like this. Furthermore, I am very unimpressed with her response and telling me "WOW, you find this out now?" - Yes, indeed, I found out when I was at the airport from another flight... Regardless, as an agent, you are representing me, and you are making commission off of me, so I feel like I was mistreated and the agent didn't make an effort to resolve the issue. After bringing it to her attention, she brushed me off after taking the $100.00. I would proceed with caution when dealing with the travel agents here.