Review Time
Not Recommended
If you are looking for a travel agency that provides proper guidance and takes responsibility, I strongly advise you to look elsewhere.
I booked travel from the U.S. to the UAE and onward to India through their phone agent. During the booking, I clearly informed the representative that I am on a U.S. green card extension. At no point was I told that I would require a visa for transit through the UAE. As someone who has previously traveled internationally with my extension, I relied on their supposed expertise.
I was then denied boarding at the airport due to the visa requirement — a completely avoidable situation had the agent done their job properly.
What was even more frustrating was the complete lack of support afterward. When I called the agency for help, the staff blamed each other and ultimately tried to blame us, claiming we had not informed them — which is absolutely untrue. I specifically provided this information to an agent named Mohammed, who never returned to the line to address the issue. The overall tone was dismissive, unprofessional, and showed zero accountability.
A travel agency’s basic responsibility is to ask the right questions about visa status and guide customers correctly, especially when booking international itineraries with layovers. Instead, we were left stranded, stressed, and out of pocket.
If you value peace of mind, book directly with the airline — even if it costs a bit more. In situations like this, airlines typically provide real support and alternatives. Based on my experience, I cannot recommend this agency.
Very disappointing.
Not RecommendedIf you are looking for a travel agency that provides proper guidance and takes responsibility, I strongly advise you to look elsewhere.I booked travel from the U.S. to the UAE and onward to India through their phone agent. During the booking, I clearly informed the representative that I am on a U.S. green card extension. At no point was I told that I would require a visa for transit through the UAE. As someone who has previously traveled internationally with my extension, I relied on their supposed expertise.I was then denied boarding at the airport due to the visa requirement — a completely avoidable situation had the agent done their job properly.What was even more frustrating was the complete lack of support afterward. When I called the agency for help, the staff blamed each other and ultimately tried to blame us, claiming we had not informed them — which is absolutely untrue. I specifically provided this information to an agent named Mohammed, who never returned to the line to address the issue. The overall tone was dismissive, unprofessional, and showed zero accountability.A travel agency’s basic responsibility is to ask the right questions about visa status and guide customers correctly, especially when booking international itineraries with layovers. Instead, we were left stranded, stressed, and out of pocket.If you value peace of mind, book directly with the airline — even if it costs a bit more. In situations like this, airlines typically provide real support and alternatives. Based on my experience, I cannot recommend this agency.Very disappointing.
I booked my trip through this travel agency, expecting support if any issues came up. Unfortunately, when my trip was cancelled, the agency did not help me rebook or assist in getting a refund. Despite multiple attempts to contact them, I received no useful response and was constantly told to wait or contact the airline myself then finally they booked with 85% additional fare of originally booked fare for the family. This lack of support was especially frustrating because I relied on their expertise and service when booking. I ended up having to solve everything on my own, which defeated the purpose of using a travel agency. Each person in the shift will say - we will get back to you sir in 8 hrs. then that person will leave, next person will come, again you need to start from the beginning. At least I made 15 calls, 20 emails and more than 10 hrs.. spent on follow-up to simply get the booking done. The people who handled the situation is Sharukh( zero knowledge), Vignesh(no commitment to the client), Shine, Prabha (doesn't know how to handle client then finally she got it done after the escalation), Paul (lead but arrogant and doesn't understand the client situation, lie to the client that airline helpdesk is closed)Based on our family experience, we will NOT recommend this agency to others. If reliable customer service during unexpected changes is important to you, I would suggest booking elsewhere. Since no option to give -ve score, we are giving 1 star which they doesn't deserve for it.
It is a shady business to lure customers for booking tickets. They show lower prices on their website. They show that you can book the tickets using your credit cards but it won't go thru. When I called them they said we can't book the tickets by online by credit cards. They also told me that the prices shown online are by using Zelle discount but it was not at all mentioned in the website. They are cheating the customers and also the govt by tax evasion. Beware!!!
When I booked my B-class ticket they told me the ticket price includes everything such as seat selection. After purchasing the ticket when I went to the airline website, for seat selection the website asks for a payment of $103 for one leg of the journey while allowing seat selection for free on the return leg. When I checked with Citiair they said they will check with the airlines and rectify the situation. I followed it up with Citiair after a week and their answer now is that the ticket price does not include the cost of seat selection. No where in their email communication do they mention additional cost for seat selection. They do not explicitly say that the ticket price does not include the cost of seat selection. The sales agent did not inform about the cost of seat selection instead said that the quoted price includes everything. This is a classic case of bait and switch. They want the passenger to purchase the ticket at their quoted price. Later when the passenger goes to the airline website for seat selection then the cost of the selection is revealed but that is too late for the passenger to do anything. They are good at obfuscating the information and make the passenger to incur additional costs without any recourse. Please watch out for what you are getting when you purchase an air ticket through Citiair.
“Horrible Refund Experience - Dishonest and Misleading!”I had a terrible experience with Citiair Travels regarding a ticket cancellation. After canceling my ticket, I was assured a specific refund amount, but when I finally received the refund, it was significantly less than what I was promised. This discrepancy has been incredibly frustrating, and each attempt to reach customer service for an explanation has only left me more dissatisfied.The agents gave me vague answers and could not explain why the refund amount was less than the initial assurance. Worse, the communication has been slow, unhelpful, and completely lacking in transparency. I feel deceived and disappointed by this entire process.Citiair Travels’ handling of refunds is unreliable and misleading. I would not recommend this agency to anyone. Save yourself the headache and choose a company that is honest about its policies and provides real support when issues arise.
I booked my travel through Citiair Travel, and it has been the worst experience of my life. I faced several issues with the airlines, and ultimately, I had to cancel the first half of my itinerary. Despite it being over 3.5 months, Citiair claims they haven't received the refund for my travel, even though the airline has provided proof and records of the refund. I suspect foul play by Citiair because they don't follow up, rarely answer calls, and fail to send any updates via email or phone. The past few months have been incredibly stressful as I've been struggling to get my money back. If they don’t resolve this, I intend to sue them for the delay, the distress they've caused, and their overall mishandling of the situation.
My recommendation is not to engage Citiair for your travel. While booking the ticket, I had agreed upon a price, but the agent had failed to block the booking and I had to pay $300 per ticket for 4 tickets. Since it was peak time, I had to get the tickets and was of urgent nature. Another mistake the agent made that I realized later while rescheduling the same ticket from Qatar was that they had issues adult tickets for my kids which also bumped up the price. The worst part is cancellation. trust me you will never get the money back if a ticket is cancelled. I have been running around for 3 months but they are refusing it even though Qatar has given them the voucher for $1300 for one of the ticket that was cancelled. Qatar even emailed me the copy of the Voucher, but "Shiity"air simply refuses to refund me the money. I talked to one Paul who agreed to pay after I conferenced him with Qatar but after a few days he says he cannot (read as will not) refund the money. PLEASE STAY AWAY FROM THESE FRAUDSTERS.
I don't recommend Citiair at all. I had a bad experience and a hard time changing my tickets; however, I finally had to cancel my tickets after finishing my outbound travel. I booked my travel 18 months ago with Emirates during COVID time. I was clearly told I could keep the tickets open for 2 years if I couldn't finish my travel immediately. I immediately travelled and couldn't come back with the same itinerary. After a year, I requested to rebook my inbound travel with Citiair. Unfortunately, I have not received any positive response for more than 2 months. I keep getting the response that we are awaiting a response from the airline. At one point, I called the airline directly and requested to rebook it. The airline mentioned that they could rebook it, but I had to check with the agency for the additional money. When I approached Citiair again, I got the response that we could only book it on a specific day and had no other options. The airline was ready to book it, but not Citiair. No one took responsibility for checking with the airline after I asked them to book it. Of course, somebody sent an email and has been waiting for an airline response for more than two months. I sent out at least 50 emails and called them at least 25 times, but it took me 3 months to get a response. By that time, the price had increased by 50%. I interacted with Tarish, Paul, Veera, Nandhini, Ashwini, Ishwarya, etc. multiple times. I wanted to escalate it to the next level and asked their escalation point of contact, and they were giving each other names. Finally, Citiair did not book my ticket, so I had to request a refund. Never recommend Citiair to anyone. The entire process took six months from the day I requested to rebook the tickets. If you have the time and/or patience to wait for such a long time without a favourable outcome, please go with Citiair.
Its sad that there is no option to mark their rating in negative. All the agency got is a bunch of scumbags. How could a travel agency doesn't know about visa requirement if the transit involves change of airport? And very bad follow up &response from their team while trying to resolve the issue. Keen in getting dozens of signatures just to make sure the customers doesn't file dispute. Ilango, Veera, Paul, Prabha(arrogant), Yesuraj, Anand - please learn some customer service etiquettes.
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