B.C. travel agency has licence cancelled, as frustrated customers fight for refunds

A Richmond travel agency has been stripped of its business licence amid allegations it’s taking payments for trips it is not providing.

A man whose parents are fighting for a $22,000 refund from a travel agency that has had its licence cancelled by B.C.’s consumer protection watchdog is sharing his family’s story—as a troubling pattern emerges among the business’ customers.

Arthur Leung’s parents, who are retired and in their 70s, were vising Lansdowne Centre Mall in Richmond last September when they walked into Vegas Vacations and booked a trip. The brick-and-mortar agency has been a fixture in the shopping centre for over 15 years.

“They were thinking that a somewhat spontaneous trip to Japan would be pretty nice and they thought a cruise there would be ideal. They saw the price, and they just went in and went for it,” Leung told CTV News.

The couple made a deposit that day and returned in mid-November, receiving a three per cent discount because they paid the full $6,295 in cash.

Two weeks later, the travel agent called Leung’s parents and told them a better deal had come up. They were told they could save between $300 and $500 if they booked immediately using a credit card, and that their cash payment would be refunded in full, Leung said.

They provided credit card details over the phone, and after being told the first one was declined they provided another.

According to Leung, his parents regretted that decision almost immediately.

“But it was too late,” he said.

One credit card was charged $8,221.08 and the other was charged $8,250.77 and the discrepancy between the two amounts was one of several things that set off alarm bells.

Leung’s parents made multiple visits to the travel agency to try to get an explanation for the charges—and their money back.

“They kept going back. And then when they keep brushing them off, they kind of knew that they’d been had,” Leung said.

The total amount Leung’s parents paid to the agency was $22,766.85.

After another couple of weeks with no refund or resolution, they told their son what happened, something he thinks they delayed because they didn’t want to bother or burden him.

A quick look at the Google reviews for the business led Leung to believe “it was a scam,” spurring him into action.

“My mom couldn’t sleep for a long time, couldn’t really relax, couldn’t enjoy anything. It’s always on their mind. And then when you see your parents like that, it really bothers you too,” he said.

Investigations underway

One of the steps Leung took was contacting the Richmond RCMP, who have confirmed a file was open in Leung’s case and that the detachment is aware of additional allegations against the business.

“Our investigators are reviewing the information to determine whether any criminal offences may have occurred,” a spokesperson wrote in an email to CTV News.

Mounties also said they “engaged” Consumer Protection B.C., which is conducting an investigation of its own and suspended Vegas Vacations’ business licence last month.

On Jan.5, a spokesperson for the agency told CTV News the business licence was suspended because of a failure to submit financial statements as required. The suspension meant the agency was prohibited from making any new bookings and required a sign to be displayed at the business informing would-be consumers of the suspension.

CPBC said it could not comment on the details of its ongoing investigation into the agency but did provide some guidance for customers.

“We understand consumers are concerned about their travel arrangements with Vegas Vacations,” an emailed statement said.

“Travellers who booked through Vegas Vacations and haven’t cancelled their travel, should confirm their travel plans are booked and paid for. Start by contacting Vegas Vacations directly to get confirmation of bookings. If that step is unsuccessful, travellers are advised to check with their hotel, airline, and any other provider who their travel has been booked and paid for.”

‘They can’t really trust anyone’

Leung thinks his decision to contact police may be why Vegas Vacations said it would refund his parents for some of the unexplained and questionable charges to their credit cards—providing a written agreement on Dec. 23, 2025.

Rather than refunding the credit cards, however, the agreement lays out a plan to provide cash or bank drafts in three installments, totalling $10,313. 91—less than half the total amount the couple paid.

Leung and his parents were also told a full refund for the trip itself was impossible, because the deadline had passed.

There were charges listed to Sunwing, Air Canada and Expedia, so Leung decided to contact the companies to see if any had a record of a booking for his parents.

None did, he said, noting Sunwing does not sell flights or vacation packages to any destinations in Asia.

One month after the credit cards were charged, Leung’s parents had been refunded $4,018.91 in two installments. They had also been provided with another document promising a refund for the trip itself.

“It feels like there could be some kind of resolution but there still is a lot of uncertainty,” Leung said, adding that the impact goes beyond the financial loss for his parents.

“Just having been scammed by somebody, they can’t really trust anyone. I feel like my parents were scammed and it’s not really their fault. Every single time we’ve been there, there were other seniors there. If I don’t make some noise maybe they won’t, maybe their kids won’t.”

When Leung visited the agency on Jan. 5, he said business seemed to be proceeding as usual—and that the notice informing would-be customers of the suspension was not particularly prominent.

Licence cancelled, more customers speak out

On Jan. 9, Consumer Protection B.C. cancelled Vegas Vacations’ business licence after reviewing the financial statements for 2024 and 2025.

“It is the opinion of the director that Vegas Vacations. Ltd. does not have sufficient working capital to reasonably be expected to operate as a travel agent,” the notice of cancellation said.

“In addition, our office has received information, including consumer complaints and information gathered through our inspections process, indicating issues with Vegas Vacation Ltd’s ability to fulfill its obligations as a travel agent. Specifically, Vegas Vacations Ltd. accepted consumer funds for travel services but has failed to secure some of the corresponding travel services with suppliers.”

CTV News sent multiple emails requesting an interview with someone from Vegas Vacations but no one was made available, despite a response indicating the business was “arranging” a response to the request, and an extension of the deadline.

On Sunday, CTV News visited the business to request an interview on camera, but the person on site refused to provide comment and said she did not consent to being recorded.

Officers with the Richmond RCMP were leaving when CTV News arrived and small crowd of people had gathered at the business, several of whom were there to demand refunds.

Sam Virani was one of them.

“She took my money, for a ticket. She’s not giving me the ticket,” he said, pointing at the woman who refused to grant CTV News an interview.

“They took my money, I got a receipt—but they’re not giving me the ticket,” he repeated, asking, “Why?”

The document he held up was a receipt for $1,780 and did not include a booking reference or any detailed flight information.

Virani said he and his partner paid for their flights to Hong Kong in October of last year and were unaware anything was amiss until a friend contacted them and told them the agency’s licence had been cancelled.

Viani also alleged the agency charged his partner’s credit card an additional several thousand dollars for an upgrade they never agreed to. While he received a cheque for $1,188 as a partial refund for the charge, he said the full amount has not been refunded. Nor has the original payment.

“This is fraud,” he alleged while speaking to CTV News at the agency. “They should be in jail.”

Virani said he stayed at Landsowne Centre Mall until after 9 p.m., demanding either a refund or a confirmation a flight had, in fact been booked.

He received neither and was ultimately asked to leave the building, a request with which he reluctantly complied. He has filed a report with the Richmond RCMP.

Leung and Virani’s stories are similar to those of three other people who had booked travel through Vegas Vacations, none of whom agreed to speak on the record out of concerns it might impact their chance of getting a refund. One of those people is hoping for the return of over $5,000 and the other two are trying to get refunds of over $12,000. All three have filed police reports.

Recourse, refund options

Consumer Protection B.C.’s notice of the licence cancellation contains information about how customers can submit a claim for compensation if they have been unable to get a chargeback through their credit card company and exhausted attempts to get a refund from the business.

Generally, credit card companies allow between 30 and 60 days from the date the statement was issued in order to dispute a charge.

For Vegas Vacations customers who paid by cash or e-transfer, or those who have not been able to get a chargeback, attempts to get a refund could be complicated by the business’ financial situation.

Saro Turner, a Vancouver lawyer with the firm Slater Vecchio, said a having a valid claim for a refund doesn’t always mean someone will actually—or ever—get their money back, even if they take legal action.

“An individual could have a lawful claim to get refunded, but if the defendant has no money in their pockets to pay you, then you don’t get anything,” he said.

“You can go to court and get a piece of paper that says they owe you money, but it’s another thing to go collect the money.”

With files from CTV News Vancouver’s Martin MacMahon