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:07/30/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 from Deluxe flights,I cancelled flight one way ,they said they are going to reimburse the amount with some charges,I accepted to deduct the cancellation charges and pay remaining g amount over $2100 ,They said they have processed the payment from 6weeks and never go the amount ,I asked for reference number they are not providing .I need my amount to be returned.

• Initial Complaint

  Date:06/30/2024

  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.

  On 11/22/23, I booked two business class tickets from ********************** to ****** (03/09/24) for $3,962 via DeLuxe Flights, which advertised business class flights with deep discounts (Fly Business Class 30-80% Cheaper.On 03/03/24, six days before departure, my reservation in the ****** Airlines App was removed.I contacted ****** airlines and Canada Air, and they verified that my travel agent cancelled the tickets; and that the travel company paid $103 Canada dollars by a Canadian credit card, NOT the $3,962 USD I paid to the travel company. The travel company claimed that the Airlines cancellated but it could NOT provide any reasons. NEITHER it notified me about the cancellation, NOR it rebooked or refunded me. Upset and stressful, I had to rush to book two tickets to Syndey to catch a paid cruise from there.It is Airlines policy to fully refund tickets if it cancels. If the Airlines cancelled my tickets as DeLuxe claimed. It should fully refund me. Despite the refunding request from me and my credit card bank, the DeLuxed refused. ****** took my money, without my permission, converted into a voucher. Neither did I receive the voucher for review, nor did I, or would I accept it. It is DeLuxe business practice to issue fake/invalid tickets and then to issue vouches when used had overcharged the tickets.Scam Detector states: Is DeLuxeflights.com legit? Its definitely questionable. If you plan to do business on this site, proceed with caution. Youll also learn to detect block scam websites and what you can do if you already lost your money. Book your business Class flight with DeLuxeFlights to save up 80% off: 300 + Destination. We evaluated the validity of this claimwe have doubts. If DeLuxe can sell business class flight at 80% discounts the economy class price, no one would fly economy.I am one of many victims of DeLuxes deceptive and fraudulent scheme, hoping BBB will take actions to stop this bad business practice, and get my money b

  Business Response

  Date: 07/02/2024

  Dear Esteemed Bureau, 
  
  
  To whom it may concern,
  
  The complaint has been forwarded to the original travel agent.
  The agent will contact the customer to explain the available options within 5 business days.
  If the provided options will not be acceptable, we suggest the customer to either reply to this ******************** complaint, or to send an email to ***************************************** in order to have the issue further evaluated.
  
  Nevertheless we're continuously working on reviewing all the requests as we're fully committed to assist every customer in these difficult times.
  
  
  Thank you.

  Customer Answer

  Date: 07/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Moxi Mi
  
   
  

• Initial Complaint

  Date:02/19/2024

  Type:Service or Repair 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.

  Business committed to booking three round trip tickets from *** to ******** Business incorrectly entered namer information on ticket for one passenger and droid not recognize before the day of travel. In addition, they failed to communicate that one passenger had a passport within 6months of expiration and STILL ticketed the booking.When issue was uncovered, ****** refused to help but was the ONLY party that could help. They told me just to go to the airport. Well that didnt work. When I got to the airport, they could not change and needed to speak to the travel agent. Unfortunately, ****** decided that they would not answer the phone or they would pass me to another part of this shell like DeluxeTravel that couldnt deal with DeluxeFlights although they are the same organization. They are clueless and should be used or trusted to follow any kind of process or protocol. ****** was that my son was not allowed to board the flight, forfieted the cost of his flight (over $2,500)Lost $2,200 for the week as we pre-paid his hotel room. Hopefully the house is standing after having to Uber my son home from JFK to ** and leaving him completely alone for a week. Not to mention his disappointment. Booking Ref: 3ULST5 JFK - ******** round trip, Feb 16 - 23rd. Three persons, round trip, Business.

  Business Response

  Date: 02/20/2024

  Dear BBB,

  The email address ********************* provided by customer is not valid.

  We contacted customer via email address ************************ linked to the original reservation.

  Thank you

• Initial Complaint

  Date:12/26/2023

  Type:Service or Repair 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 wanted to purchase Business Class round trip airline tickets from *** to ******* from January 30 **** to Feb 13 ****. I found deluxe flights as a good option and spoke to their travel agent on the phone. After payment, the representative sent me a flight confirmation that does not show up on Turkish Airline's website. Nor when I call them they say this is a valid confirmation number. I reached out to the Deluxe flight representative and asked them to confirm and they were not able to confirm. So i have asked for the refund and it has been over 3 months now I have not received my refund. I have not received a valid ticket either. At this point, I have purchased tickets from a different company for my travels and simply just want my money back from Deluxe flights. I have been charged a lot of money for a non existent ticket, this needs to be fixed.

  Business Response

  Date: 12/28/2023

  Dear BBB,

  Customer reservation was cancelled and refunded less USD 222.00 Airline Refund Penalty.

  We have offered voucher for future use or refund back to original form of payment, total amount of USD 7263.42 and waiting for customer reply.

  Thank you

   

• Initial Complaint

  Date:11/07/2023

  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.

  On March 7, 2023, I purchased two round trip business class airfare tickets from DeluxeFlights.com for $7,718.00. The tickets were for travel starting on Oct 14, 2023, returning on Oct 25, 2023. The travel agent is named ******* at email ********************************* The purchase was made with a credit card as a single payment. The e-ticket issued showed a travel code of MTD70S for the outgoing flight and travel code of MV8UPK for the return flights.Due to my medical emergency, on October 12, 2023 I had to cancel my flights. ******* agreed to contact (Lufthansa) to cancel the flights. I advised him that I wanted documented proof of the cancelation from the airline and the travel agency showing any refund or cancelation penalty.On October 13, 2023, ******* sent an email that stated the flights were canceled and for me to forward to him a letter from my doctor as proof of my medical emergency. This document was provided on Oct 17, 2023 to ******* (which at this point he was using an email address of *******@ skyluxtravel.com ). This was the last time I have been able to communicate with ******* or DeluxeFlights.com. All attempts at calling or emailing have failed. I attempted to email my issue to ****************************** I tried to call the corporate customer service number and the call immediately disconnected.I tried calling the reservation number listed on the Deluxe Flights.com website twice and each time it was answered by someone stating that it was SkyLuxTravel.com. They advised they could not help me even though it was Deluxeflights.com phone number they were answering. They advised they would send my concerns to ******* and his supervisor. I got no response. I have not been able to communicate with DeluxeFlights.com or Skyluxtravel.com regarding this issue.The travel agent ******* appears to be working for both companies. I want my $7,718.00 refunded. I paid by credit card which is a cash equivalent. Full Original doc attached.

  Business Response

  Date: 11/09/2023

  Esteemed Bureau,

  Unfortunately we can not provide a proper response at the moment. We contacted the Customer via email and advised on the ongoing investigation.

  We kindly request additional 5 business days to provide proper response and resolution.

  Thank you for bringing this matter to our attention.

   

  Customer Answer

  Date: 11/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and agree to the request for 5 additional days for them to conduct/complete their investigation. The issue has not been addressed/resolved at this point so satisfaction has not been reached for me.  I will wait for the business to perform this investigative action and, give their response full consideration before I will agree this complaint is resolved. 

  Thank you to all that are involved with this issue. I greatly appreciate your understanding.
  
  Regards,
  
  *************************
  
   

  
  

• Initial Complaint

  Date:09/01/2023

  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.

  On December 2, 2023, I purchased business class tickets to ********** from Deluxe Flights. The trip is expected to occur on 10/1/2023 to 10/9/23. After I got the ticket, I tried to go on the airlines listed on the ticket to valid the bookings. The travel agent, ********************* did not tell me that I would have to go onto Air Canada for the verification. Since it is close to the date of departure, I contacted ***** again for the verification. He finally told me that I would have to go to Air Canada's website. Once I got on the website, I discovered that the departing flight was changed from Oct. 1 to Oct. 8 and the return flight was canceled. For the last several days, ***** told me that he would work on it. Yesterday, he informed me that he didn't see alternatives dates for the trip and could he possible move the trip to different dates. I said no because this trip is sponsored by a travel company, so the dates are not moveable. I said twice I wanted it cancelled and my money refunded. Since that last email cancelling it, I've not heard anything back from *****. I've sent him an email and tried to calling him. I decided to research BBB website and discovered others in a similar situation have had problems with getting a refund. I have documentation supporting my statement. I do not want to go through a laborious process, including but not limited to taking legal action to get a refund from this company. The cost of the booking was $3,996.10 which was charged to my credit card.

  Business Response

  Date: 09/05/2023

  Esteemed Bureau,

  We started the an investigation in regards to this case and have successfully contacted the Customer.

  We will continue to work with Customer directly.

  Thank you.

• Initial Complaint

  Date:08/07/2023

  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.

  Jan 4, 2023 Received notice from airlines that flight booked by SkyLuxTravel from ****** ********* to *** was cancelled and refunded to them.Contacted **** at ******* Travel and she said she would take care of it.She then stated that she couldnt reinstate that reservation and that we would have to pay $3378.97 for a new ticket and wait 3 months for a refund of $4074. She used the excuse that the airline was auditing these reservations as the reason for the delay.I have contacted her many times starting March 4, 2023 asking for the status of my refund.At one time she said the refund was approved and she would email me paperwork on where to send refund.Never received that paperwork. She does not respond for several weeks. I have sent her many emails requesting my refund. I have tried calling and she does not answer. Her direct line is *************. I have not heard from her since July 10. I emailed her again today.I've attached an earlier email from **** promising the refund.

  Business Response

  Date: 08/12/2023

  Esteemed Bureau, 
  
  We have contacted the customer regarding their refund. We have requested the reservation number and are currently awaiting the customer's response. This is necessary in order to verify the status of their refund with the airline.
  
  
  Thank you for reaching us out! 

• Initial Complaint

  Date:07/24/2023

  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.

  Here's brief summary about what happened: 6/1/2023 I purchased 3 tickets for travel in October, 2023 from Deluxe Flights for $10,788. I received e-tickets and everything looked good. 6/15/2023 I went on Air France and Delta Airline websites trying to see my trip but discovered e-tickets were fake/invalid. I notified Deluxe Flights immediately. Was told that problems would be fixed but they always gave me some excuse. Could never re-issue me valid tickets. Approx 10 days later, That's when I realized I've been scammed. Asked for refund but no response. Was told that they've been audited by airlines and all the tickets were being on hold. Also cannot refund due to audit. Bottom line is, I was scammed $10,788 and still do not have valid e-tickets for travel. Almost 2 months later, no ticket. no refund. no nothing!

  Business Response

  Date: 07/25/2023

  Esteemed Bureau
  Good day!
  We have contacted the passenger directly and we will work on this case. 
  If there is any issue with the provided resolution, we suggest the customer to either reply to this ******************** complaint, or to send an email to **************************************** , in order to have the issue further evaluated. 
  Thank you.  

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair 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.

  Ive purchased a ticket for a business class round trip seat. The woman who worked there ******************* told me I could exchange for a credit or refund up to 72 hours before flight departure. When I called with a deep sickness, I was told ********************* no longer works there and the company is now under Sky ****** that Deluxe Flights doesnt exist as a company. I have nothing to show for a ticket, a purchase, this charge, or a credit. I have nothing for the charge. I have several emails from a gentleman named *********************** at ********************************** which is also a fake account to house Deluxe Flights.I want my full refund of $2288.50 returned to me but Citi needed proof from the Better Business Bureau (other than the thousands of complaints I see here under Deluxe Flights to show it is all a scam. This company is fraudulent and its not legit. I will fight to get my money back through the BBB and hopefully Citibank can help me stop this from happening.

  Business Response

  Date: 03/21/2023

  Dear BBB,

  Customer have available funds with the ********************, total value USD 2238.5.
  
  Customer will be able to use the voucher when existing chargeback will be considered closed in agency favour.
  
  Thank you

  Customer Answer

  Date: 03/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  Date:03/01/2023

  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.

  DeluxeFlights During the purchase process, after I provided my credit card information to the agent ******, he informed me that in case the airline employee asks me about the source of my award miles ticket, I should say that I received the ticket from a friend. This made zero sense to me and I told ******** will not lie. He called me twice to repeat the same request and I informed him that my flights must be changed and that I will not be doing business with DeluxeFlights. I later learned that my credit card was charged for the flight I was not planning to take. The Master Card reviewed my complaint and determined that the charge was valid because I provided my card and billing information. This was an expensive ****** for me to not buy tickets from DeluxeFlights. They sell award miles tickets, however the discounted price does is not worth the trouble and in my case loss of my money as well.Date of experience: November 05, 2022

  Business Response

  Date: 03/03/2023

  Esteemed Bureau, 
  
  Greetings!
  The complaint has been forwarded to the original travel agent. The agent will contact the customer to explain the available options within 5 business days.
  If the provided options will not be acceptable, we suggest the customer to either reply to this ******************** complaint, or to send an email to ****************************************, in order to have the issue further evaluated. 

  Thank you.
  

  
  

  Customer Answer

  Date: 03/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************