Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i bought a ticket RESERVATION ****** in 4/2022 , my destination was Ecuador . i called them to let them know I had all the COVID symptoms , couple days before, i took the test, it was positive, I sent them my results and until now, they just ignore me and avoid my request. i haven't asked for refund ,I just want to change the date and maybe I could use it, it's almost 700 usd.
  
  i know you are a very serious business and actually you helped to get the money a car dealer overcharged me .in 2021.hopefully this time you can help me.
  
  thank you

  Business Response

  Date: 03/20/2023

  Dear ******* *******:
  
  Our records indicate that your reservation was booked with a travel agency and
  not directly with Eastern.  Our records also indicate that this
  reservation was for travel in January 2022 and that you were a no-show for the
  flight.
  
  Eastern is unable to refund your money since you booked directly with a travel
  agency, and you were a no-show for the flight.   We are unable to
  provide a credit for future travel since you were a no-show for the original
  flight.

  Please
  let me know if I can be of any further assistance.

  Kind regards,

  ****

  Customer Answer

  Date: 03/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: I called them and I sent the result of my exam, as they asked me. they said it was everything i needed to do for get credit for another flight, because I pretended flight later.
  
  
  Regards,
  
  
  
  ******* *******
  

• Initial Complaint

  Date:02/21/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello On September 22/22 on Eastern Flight from JFK to Guayaquil Ecuador. Flight was cancel and the next day went I go to pick up the bags I loss a 70 LBs bags, I report this on the airport counter and they give me a form with the information and since that day still calling, texting and emailed to the Airline for a answer and resolution and Now they told me The Airport send a report with NO MISSING BAGS???? so where is my bag? and also they told me is nothing they can do for my lost, and case is close? I feel humiliates, robber and frustrating because I spend my money with sacrifice to filled the suitcase for my family in Ecuador and is not fair the Airline don take responsibility for a Horrible service and just refuse to compensate me for this issue. Here I am now waiting for any help, and see if I can get resolution.

  Business Response

  Date: 03/14/2023

  Dear *** *********************:

  On behalf of Eastern, I apologize for the inconvenience that you experienced due to the canceled flight.  Per our records, in addition to the Baggage Service office at JFK, all checked baggage from the JFK to GYE flight that was supposed to depart on September 22, 2022, was returned to the passengers within 3 days.  
  
  Again, I apologize for the canceled flight and the delay in your baggage being returned.
  
  Please let me know if I can be of any further assistance.

  Kind regards,

  ****

• Initial Complaint

  Date:12/01/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a roundtrip flight on June 18,2021 with Eastern Airlines to Asuncion, Paraguay for a December 23, 2021 flight. I had to find another flight there. I was told I would be getting a refund for my flight there. Since this airline is notorious for cancelling flights, I went and cancelled my return flight just as a safety measure. It turns out it was also cancelled. I cancelled on Dec 28, 2021. It is now Dec 1, 2022 and I have yet to receive my refund. I have called numerous times throughtout the year. Every time I called I was given a date when to expect the refund. Nothing ever happened. I called again several times this year, then I was told I would be issued a check. I keep getting the same run around that my check is being processed. The amount of my refund is $1,013.05. I am attaching a pdf that includes my original itinerary, emails confirming my cancellation/refund, as well as notice I received w/ my refund amount and some communication I received when I inquired about my refund earlier this year. Thank you.

  Business Response

  Date: 12/21/2022

  Dear ************************,
  
  I am writing to follow up with your refund request to the Better Business Bureau.  On behalf of Eastern, I sincerely apologize for the delay that you have experienced in getting your refund.  The credit card refund failed initially when we attempted to process the refund. 
  
  Our records indicate that you were charged $993.05 on your credit card for confirmation number ******.  Eastern Airlines did not charge you for the fuel surcharge.  Attached is a screenshot of the credit card charge in the amount of $993.05.
  
  I have requested that your refund check in the amount of $993.05 be issued since we can no longer refund your original form of payment. 
  
  I will send a follow up email once the check has been issued and mailed out.
  
  Please let me know if I can be of any further assistance.
  
  Kind regards,
  
  Sean 

  Customer Answer

  Date: 12/23/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please send check to:

  *********************************

  **** ********* ***

  Chicago, IL *****

  Regards,
  
  *********************************

• Initial Complaint

  Date:09/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Date of Transaction: Sept. 9, 2022 Amt. paid to the business for the ticket: $482.02 Amt. paid to taxi lost: $160 Business committed to provide you: Flight to Ecuador on: Sept. 22, 2022 at 6:55am What the nature of the dispute is: I am a senior citizen, on my flight date Sept. 22, 2022 at 6:55am I checked in my baggage After waiting for over 24+ hrs at terminal 1 Eastern Airline, I was told that the flight is cancelled without any explanation. Rudely told just to go home. Was not given any direction what to do next but to call customer service. Called Eastern airlines Customer airlines and they did not have a clue what happened plus was completely unware that anything had happened at the airport after the cancellation. Customer Service was under the impression that I wanted to cancel the flight, but they still did not believe me. I told Customer service that it costed me $160+ to catch a taxi to John F. Kennedy. They have refused to refund me the amt. Whether or not the business tried to resolve the issue: No Confirmation Number: ****** Fligh No. ******

  Business Response

  Date: 10/11/2022

  Dear ***************************,

  I am writing to follow up with your letter to the Better Business Bureau.  On behalf of Eastern Airlines, I sincerely apologize that your flight from JFK to GYE was canceled on the day of departure.  Eastern Airlines had a scheduling issue, and unfortunately the flight was canceled. We apologize for any inconvenience that this may have caused.  We processed your full refund on September 22, 2022.  Due to the flight having been canceled, Eastern Airlines has issued you a $250.00 voucher for future travel, which is valid until March 22, 2023.  We are unable to provide any additional compensation in this case.  Please let me know if I can be of any further assistance.

  Best regards,

  Sean