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:07/23/2025

  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 sent them an online request for a price for business class travel.After booking travel on another website I asked Skylux to remove me from their call list and emails. Since that request, They have called me at least 3 times per day from different toll free numbers and emailed me repeatedly even though I requested by phone and email from them to stop contacting **** do not want to do business with a company that relentlessly hounds prospective clients.totally unprofessional.

  

  Business Response

  Date: 07/24/2025

  Esteemed Bureau, 
  
  We were unable to locate any reservation using the contact information provided.
  We have reached out to the passenger to request additional details regarding the booking related to the complaint.
  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. 
  Rarity 
  
  

   

• Initial Complaint

  Date:07/23/2025

  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 paid for my tickets in 2/25 with **********, Iceland Air and Scandinavian Air. Then noticed one plane landed after a connecting had taken off. In June 2025,I called Sky-Lux to change one flight so it didn't overlap. I told them I had already paid for the flights and they said it would be a nominal fee to change it for me. Instead, they charged me for the entire plane fare. They will not answer my phone calls or emails. I have my bank trying to get the refund from them. ******* said they did not change my flights, they show no money was charged and said it was probably a scam. Right, a scam by one of their employees. I will notify the District Attorney if a refund is not issued.

  

  Business Response

  Date: 07/25/2025

  Esteemed Bureau,

  We are unable to locate any reservations under this client issued in February. Only the one issued in June.

  We have contacted the client for any additional details that will help us locate the booking or the problem

  Thank you for bringing this matter to our attention.

• Initial Complaint

  Date:07/19/2025

  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.

  Skylux, with "***" as our contact, sold us business class ************** on ******************, and then ***** to *** via **** on Batik Air. We do have confirmation of the Singapore flights from the airline, but Batik Air and Skylux are now blocked from access, we have no confirmation of the hotel in **** that Skylux supposedly booked us for July 30 and August 10, and I am not sure what our money went to.

  Customer Answer

  Date: 07/21/2025

  Shylan,

  
  

  After I filed with you, I have learned more specifics about the sham that Skylux has turned out to be. We paid them $113.58 for several Batik Air flights, plus supposedly two hotel reservations in ****. We just had to pay $1277.32 to correct the air reservations, and an additional amount to get two hotel nights. The service that looked into the original items found our tickets, but they were "Standby only", from *****, ***************** - STANDBY! not even vaguely acceptable. There was a record of the $$$$ paid, but one of the required flights had not even been booked, nor had the hotels.

  
  

  These people are a completely disgraceful sham of a business.

  
  

  Regards,

  *****

  

  Business Response

  Date: 07/25/2025

  Esteemed Bureau,
  
  We would like to emphasize that the booking with Baltik Air remains active and is ready to be utilized as scheduled.
  
  We will be reaching out to the customer directly via the email address on file to gather more context regarding the reported incident and work toward a suitable resolution.
  
  Thank you for bringing this matter to our attention.

• Initial Complaint

  Date:07/17/2025

  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.

  Sky lux make false promises, they tell you that they are going to give you priority seating and lie .They never give you a solution and only make excuses .They will hang up and disconnect your calls.Terrible service and fraudulent

  

  Business Response

  Date: 07/20/2025

  Esteemed Bureau,

  We would like to inform you that we are actively working with the customer to address their concerns. As part of our investigation, we have requested that the client provide seat assignment receipts for review. Should our findings confirm that an error occurred on our part, we are prepared to offer compensation in accordance with the documentation received.

  We thank you for bringing this complaint to our attention.

  Customer Answer

  Date: 07/20/2025

   
  Complaint: 23618032
  
  I am rejecting this response because:
  I paid for assigned seats dining my original booking and even tipped my agent $61 for his service .

  Skylux has lied and is just making excuses . Refund me my money for the tip and your service fees 
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 07/22/2025

  Esteemed Bureau,
  
  The requested seats have been assigned to the Clients for their upcoming trip, and the Clients have acknowledged this.
  
  Please let us know if there is anything further we can address.

  Thank you.

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23618032
  
  I am rejecting this response because:
  I paid a tip to the agent $61 and did not get the services promised . I want that money refunded 
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 07/23/2025

  Esteemed Bureau,

  This is to confirm that Tips in amount of $61.00 were refunded to the cardholder's original form of payment.

   

  Thank you.

   

• Initial Complaint

  Date:07/12/2025

  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 first-class ticket and was denied seating in the first class area due to a weight issue with the plane.A refund of my first class fare was given to SKYLUX TRAVEL, and they have not and will not give it to **** seek a refund for the full amount that ***************** give to them with proof of that amount

  

  Business Response

  Date: 07/21/2025

  Esteemed Bureau,
  
  Thank you for bringing this issue to our attention.
  Following the complaint, we have checked if the Airline processed any refunds to our Agency given the evidence provided by the passenger, however we did not receive anything from the Airline.
  We have checked on this request since May, however no updates were received. The letter with the refund confirmation was sent in May, and usually Airline refunds do not take longer than 30 days to be processed.
  
  That being said, we'll check with the Airline directly and see what happened. We'll update this thread should it be necessary.
  
  Thank you,
  Warm regards

• Initial Complaint

  Date:07/10/2025

  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 purchased international airline tickets from Skylux Travel for $15,500 under booking reference J8F0XW,ZW8WSE, and additionally paid $2367.97 for their "Travel ************* protection plan, which is advertised to cover cancellations, changes for any reason, and flight disruptions.Due to safety concerns and instability in the destination country, I contacted Skylux in advance to cancel the trip. I expected a full refund or at least a flexible rebooking without additional cost, especially since their Travel ************ promises waived agency fees and protection in emergencies.Instead, Skylux informed me that:I could not receive a refund, despite valid safety concerns.I would only receive a travel credit valid for one year.If I rebook using the credit, I would be charged the current cost of new tickets, regardless of the original price.This contradicts the benefits outlined in their Travel Care policy, particularly the "Change for Any Reason" and "Delay/Cancellation/Missed Connection" protections. I was also not informed clearly that I would be forced to pay the fare difference, even after paying $2367.97 for added protection.This practice feels misleading and exploitative. I am seeking a full refund of the Travel ************ fee ($2367.97) and, if the airline fare is non-refundable, a clearly stated and fair rebooking process that does not penalize me with additional charges due to dangerous travel conditions.If not resolved, I will proceed with a credit card chargeback, contact the Department of Transportation, and share my experience publicly to warn other travelers.

  

  Business Response

  Date: 07/11/2025

  Esteemed Bureau,
  
  After a thorough review of the case, we would like to clarify the following:
  
  The Travel ************ (TCS) is a non-insurance service offered by our company.
  Among its listed benefits is the Change for Any Reason feature, which allows one voluntary change to the itinerary without our agencys processing fees and airline penalties; but does not cover full cancellations or refunds unless permitted by the airline. 
  
  The fare rules state:
  Before departure
          Ticket is non-refundable in case of cancel/refund. Not permitted even for medical reason.
  
  Nevertheless, we acknowledge the customers dissatisfaction and concerns, and in the spirit of customer care, we are willing to issue a full refund of the non-refundable Travel ************.
  
  For further processing, we reached out the customer via the email address left on file.
  
  Thank you for bringing this matter to our attention.
  
  
  
  

• Initial Complaint

  Date:07/06/2025

  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.

  We booked with SkyLuxe for our honeymoon. We even splurged and paid extra for business class since we were going overseas and wanted to be comfortable. Getting out was a bit difficult due to weather in the ** but we finally made our way out even though we had to be rebooked. The truly beginning of our problems started on the third flight out; ****** to ******. We paid for business and unfortunately we did not get business. We tried connecting with our agent and no response via phone or email. We then we're about to leave ****** and tried checking in on MEA and we had no flight. Our agent had sent over a quote for ****** to ****** which we requested to book but MEA had no confirmation on this so we used another agent with another company to assist us. They worked hard to help us but in the end, we had to pay for a whole different flight from ****** to ******** to ******. During this time we tried connecting with SkyLuxe and our travel agent who booked but no response.We are now trying to make our way back to the states and check in for our flight tomorrow morning which on our Delta app requests we check in but we are unable due to the fact the first flight is operated by ********************. We tried checking in with them but come to find out that our "business" reservation isn't really business and we need to pay extra which we weren't made aware of. So basically we paid for two seats in business but they stated we are only confirmed in coach unless we pay more. Of course our agent with SkyLux did not get back to us, communicate to us that there are additional fees. We paid the fee and we are now confirmed for tomorrow morning in business.We tried several times to connect with our agent, ****** via SkyLux both by phone and email. Absolutely nothing. We finally connect with someone via customer service and they basically said well you didn't reach out to us so that's your problem. We actually did, a few times but who's gonna admit to anything; this is absurd.

  

  Business Response

  Date: 07/08/2025

  Esteemed Bureau,
  
  We have looked through the issue and unfortunately were not able to provide a resolution yet due to the complicated nature of the problem. We are working with Mr. ****************** have started an internal investigation in order to reach an appropriate conclusion that would fit our Customer. 
  
  We thank you for bringing this complaint to our attention.
  

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23561636
  
  I am rejecting this response because: nothing has been resolved. I will wait for your actions to be seen.
  
  Sincerely,
  
  ***** Moughanni

  

  Business Response

  Date: 07/09/2025

  Esteemed Bureau,

  We acknowledge Mr. *********** response and would like to confirm that we are currently looking into the matter. Our team is reviewing all relevant details, and we will provide an update as soon as additional information becomes available.

  Thank you!
  

• Initial Complaint

  Date:06/25/2025

  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 flight from *********** to ****** and return in April 2024 with Skylux Travel and had to cancel for medical reasons. *************** refunded the majority of the fare in April 2025 to Skylux. Skylux refuses to give me a check or credit the original form of payment (my united Milage Plus credit card) with the refund. They will only refund the money via wire transfer if I pay the cost of the wire. The credit card company does not have a restriction on accepting credit based on the credit being due to an original charge a year or more old. To them a credit is a credit.

  

  Business Response

  Date: 06/28/2025

  Esteemed Bureau,

  Please be informed that refund was processed back to client's original form of payment.

  If client has any further concerns to be addressed, we encourage them to respond to our emails.

  Thank you for bringing this matter to our attention,

  Customer Answer

  Date: 06/30/2025

  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.
  
  Sincerely,
  
  Des *****

• Initial Complaint

  Date:06/19/2025

  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.

  Complaint Title:Misleading ******************* Tactics Business Name:Skylux Travel / Luxury Travel Deals Inc.Complaint Description:I booked an international flight through Skylux that was originally quoted at $9,000. During the booking process, the agent offered to reduce the total to $7,600but only if I agreed to purchase a separate insurance policy. The cost of the insurance essentially brought the total back to the same original amount. While I found this unusual, I proceeded with the purchase.Shortly after, I had to cancel the trip. Skylux has stated I will receive a $7,600 credit for the flight itself, which is currently in process. However, I am not being refunded the $1,444 charged for the insurance policy.The way the pricing and insurance requirement were presented felt misleading and unnecessarily high-pressure. I was not given any policy details at the time of purchase; the insurance terms were provided only after the transaction was complete. Ive since discovered numerous similar consumer complaints about Skylux using this tacticoffering lower prices only if customers agree to insurance policies that are poorly disclosed and, in some cases, largely nonrefundable or ineffective.Desired Resolution:I am requesting a full refund of $1,444the cost of the insurance policyreturned to my original method of payment. I also believe Skyluxs sales and booking practices should be reviewed. The way the insurance is bundled into the transaction, without prior disclosure of policy terms, is deceptive and leaves consumers without meaningful choice or protection. At a minimum, all insurance policy terms should be presented before purchase and not as a condition to unlock a discounted fare.

  

  Business Response

  Date: 06/22/2025

  Dear Esteemed Bureau
  
  
  Greetings,
  The complaint has been forwarded to the Special Services Team.
  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.

• Initial Complaint

  Date:06/11/2025

  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.

  Attempted to buy an airline ticket from SkyLux Travel in Burlingame.The agent told me that he's just putting a hold on a ticket and I will not be charged.I checked and the transaction immediately went through.I tried to cancel the reservation but the website wouldnt allow that option, and the call center agents would simply drop my calls. I attempted to cancel via email and didnt get a response.Please help!V -

  

  Business Response

  Date: 06/12/2025

  Dear Esteemed Bureau
  
  
  Greetings,
  
  Our records indicate that the reservation was successfully voided (cancelled). The funds taken on hold were released back to the customer's account. 
  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.