Eros Tours and Travel Inc.

Eros Tours and Travel Inc., an operational travel agency located at 117 W 9th St #307 in Los Angeles, presents a complex and often contradictory picture to potential clients. While it provides a suite of standard travel services, including flight arrangements and other booking assistance, a deep dive into customer feedback reveals significant and recurring issues that warrant careful consideration. The agency's public-facing reputation is overwhelmingly negative, underscored by an exceptionally low average rating based on a substantial number of reviews. This feedback suggests a pattern of business practices that many customers have found to be problematic.

A Pattern of Contentious Fees

The most prominent and frequently cited issue revolves around the company's fee structure, particularly concerning changes to airline tickets. Numerous clients have reported being charged significant fees, often in the range of $75, for itinerary modifications that were initiated by the airline, not by the customer. These are not cases of travelers requesting a different flight, but rather instances where an airline makes a minor adjustment to its schedule. For example, reports detail charges being levied for departure time shifts of as little as seven minutes or for adjustments to landing times due to in-flight duration changes. Customers express frustration and a sense of injustice, arguing that they are being penalized for circumstances entirely beyond their control. This practice has led many to label the agency's billing methods as deceptive, feeling that the company capitalizes on standard airline notifications to generate extra revenue.

This issue appears to be systemic, with multiple unrelated reviews describing nearly identical scenarios. The core of the complaint is a lack of transparency. Customers state they were not informed of this policy at the time of the flight booking and only discovered the charge after it was applied to their credit card. When questioning the fees, they are often told it is standard procedure. This has created a significant trust deficit between the agency and a large segment of its clientele, who feel that any minor schedule update from an airline could trigger an unexpected expense.

Challenges with Cancellations and Financial Reimbursement

Beyond schedule change fees, another area of serious concern is the handling of cancellations and refunds. The booking process can be fraught with difficulties if plans change. One detailed account describes a customer who attempted to cancel a ticket within a 12-hour window, which they believed should have qualified for a full refund, but allegedly did not receive it. The same individual reported cancelling a second ticket and, after nearly a month, had still not seen any money returned. Compounding the problem, they were hit with a series of additional service charges that were not clearly explained at the outset. This experience highlights potential issues with the agency's adherence to standard cancellation policies and its transparency regarding associated costs. For travelers seeking flexibility, these accounts raise a significant red flag about the financial risks involved when purchasing travel deals through this company.

Is There a Positive Side? The Agent-Dependent Experience

Despite the overwhelming volume of negative feedback, the narrative is not entirely one-sided. A small number of positive reviews suggest that a satisfactory experience is possible, though it appears to be highly dependent on the specific travel consultant handling the transaction. One particularly glowing five-star review credits an agent by name, Kyra Singh, for providing exceptional customer service. This client, who was booking for a family of five, praised the agent for her friendliness, patience, and honesty regarding all fees and charges. The agent reportedly spent a considerable amount of time ensuring the family found the best possible flights, creating a positive interaction that stands in stark contrast to the majority of reported experiences.

Furthermore, there is evidence that the company is, at times, responsive to public complaints. In one instance, a customer who initially reported an unauthorized charge later updated their review. They explained that a representative from Eros Tours, a Mr. Henry, contacted them directly after seeing the negative feedback. Although the charge was for a flight change the customer did not initiate, the company acknowledged the situation and processed a refund. This indicates that while problems are frequent, there is a mechanism for resolution, though it may require the customer to escalate the issue publicly. This suggests that the agency's post-sale support can be effective, but it is not consistently proactive.

Operational Structure and Business Identity

Eros Tours and Travel Inc. operates from a physical office in Downtown Los Angeles with daily hours from 9:00 AM to 5:00 PM. Crucially, they also offer 24/7 online service, positioning themselves as an accessible online travel agency for clients in any time zone. However, potential customers should be aware of reports suggesting the company may do business under other names, with one review specifically mentioning the alias "Cheap air tickets." This is an important piece of information for anyone conducting due diligence before committing to a purchase.

Ultimately, prospective clients of Eros Tours and Travel Inc. face a choice that requires careful risk assessment. The potential for securing vacation packages or flights is weighed against a well-documented history of contentious fees, refund complications, and poor communication. While a positive outcome facilitated by a skilled agent is possible, the prevalence of serious complaints suggests a high probability of encountering issues, particularly with unexpected charges for airline-initiated schedule changes. Anyone considering their services is strongly advised to proceed with caution, thoroughly read all terms and conditions, and seek explicit, written clarification on policies regarding fees, cancellations, and refunds before finalizing any part of their trip planning.