Information and Alerts

Pattern of Complaints

Kradfly LLC came to BBB’s attention in April 2024.  A review of complaints was completed in January 2025. Complaints filed with BBB concerns consumers who believe they are calling various companies (car rental, airlines), directly, to later find out their interaction was with Kradfly. In some cases, Kradfly representatives confirm with the caller that they have reached the intended company. Consumers reaching out to resolve their issues are met with no support and in 2 complaints, the consumers state they were hung up on.



The company does not inform consumers that they have not reached the company they intended to call, and in some cases are led to believe they have reached the correct company. 



On 01/27/2025, Kradfly shared the following information with the BBB.



At Kradfly, we believe in maintaining open communication and doing everything within our power to resolve issues. However, we acknowledge that there will always be situations where some individuals cannot be fully satisfied despite our best efforts. We take every complaint seriously and address them promptly to ensure continuous improvement in our processes.



Enhanced Customer Support Training:

- We are providing additional training to our customer support team to ensure all customer interactions are handled with empathy, professionalism, and efficiency.

- We are implementing a new internal policy to ensure calls are not terminated abruptly, regardless of the circumstances.



Transparency in Communication:

- We are improving the clarity of our communications to ensure customers fully understand they are interacting with Kradfly LLC at the time of booking.

- All marketing materials, invoices, and confirmations will explicitly state our company name and contact information.



Dedicated Complaints Resolution Contact:

- We are designating a specific contact person to handle customer complaints. 

Customer Feedback Review Process:

- We are implementing a system to collect and review customer feedback regularly, identifying any recurring issues and taking proactive measures to address them.



Improved Dispute Management:

- We are establishing a dedicated team to manage disputes efficiently and provide detailed evidence to support our case when disputes arise, including signed agreements and proof of services rendered.