St. Louis travelers who booked long-awaited trips to Bosnia through a neighborhood agent say they were left scrambling for flights and refunds just days before departure. Customers reported confirmation codes that would not validate, last-minute cash outlays for replacement tickets, and little to no communication from the seller. Families, fans, and World Cup-bound supporters say they spent months planning, only to race at the last second to salvage their vacations.
Local Customers Say Agent Went 'Radio Silent'
One traveler, Hasan Hukic, told FOX 2 he paid more than $10,000 to the agent and later received a Lufthansa reservation code that did not work, forcing him to buy his own ticket for a June 30 flight, as reported by FOX 2. Hukic told the station the agent "went radio silent" and estimated that roughly 7,000 other customers who booked through the same seller were running into similar problems.
Family Member: Refunds Will Take Time
A family member of the travel agent told FOX 2 that "customers will be refunded but it will take some time" and said the agent had taken sick time that prevented timely bookings. Travelers say their confirmation codes still would not work as departure dates closed in, leaving many to pay again to secure seats on flights out of St. Louis.
Why So Many Were Trying To Go
The timing helps explain the chaos. St. Louis is home to one of the largest Bosnian communities in the United States, and interest in travel to Bosnia spiked after the national team's recent visit and World Cup fixtures, with an estimated 60,000 to 70,000 Bosnians living in the area, according to KSL. That kind of surge in group bookings, event travel, and package deals can leave dozens or even thousands of passengers tied to a single agent's ability to issue tickets.
What Travelers Can Do Now
Federal rules require prompt refunds in many situations, and the U.S. Department of Transportation explains that the "merchant of record" - the name that appears on your credit card statement - is generally responsible for processing refunds when a booked fare is canceled or never materializes. The agency's consumer refunds page lays out that guidance. DOT guidance and consumer-rights summaries also note that if the agent charged your card, you should contact the agent, your card issuer, and, if needed, file a complaint with DOT's aviation consumer protection office.
Industry summaries further warn travelers to document every payment and piece of correspondence and to consider requesting a chargeback through their credit card company if the merchant will not issue a refund. Those guides explain that DOT deadlines and the merchant-of-record rule can complicate the process but can also help customers recover their money. LegalClarity recommends contacting the airline to confirm whether an e-ticket actually exists, saving all receipts, and escalating to regulators if refunds are delayed.
At the time of reporting, the agent's family said refunds would be issued, but many customers said the promised reimbursements would not erase the immediate cost and stress of buying new tickets at the last minute. Hoodline will monitor agency and government responses and update if officials confirm recoveries or further action.
