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:09/01/2022

  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.

  Our customer service with our *** Lux representative has been terrible. Lack of follow up and response has been frustrating. I would ask for information and told it had been sent only not to receive it. We were told we could not make a seat selection until seats were released a few days before our trip. This was unacceptable. I was able to go directly to go directly to the airline website and was given the option to make seat selections on both outgoing and return flights. When I shared this information I was told this was not possible until a few days before our flight. In the meantime I am going online each day and watching seats fill up. I expressed to representative my concern that seats were filling and he stated he put my seat requests in but could not assign. In the meantime all the seats I requested showed filled on the seating chart on the airline website. My concern was I was not going to be in a situation where my husband and I were not sitting together because everything was picked over. I finally made the decision to go online and select our seats. Grateful I did because I looked at the seat availability yesterday and had I waited chances were we would not be together and definitely not have the seats requested. In addition, I have been trying to get a copy of our insurance policy and have been unable to do so. We paid an additional $662 for our seat selection on top of the $15,823.46 we paid. This was a cost we should not have incurred. First experience with Skylux has not been positive. I would like to be reimbursed for our out of pocket expense. In the meantime I still have not received a copy of our travel insurance policy which I have requested.

  

  Business Response

  Date: 09/08/2022

  Dear 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. 
  With this being said, we would like to apologize for the delay in responding. The virus outbreak has affected the workflow in most industries and that resulted in a volume of cancellation and exchange requests that we did not anticipate.
  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:08/25/2022

  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.

  On August 23 I booked three business class tickets from *********** to ***** on March 28 to leave at 3:00 p.m. I pay with 380k point and credit card. I received notice that e-ticket would be sent.I also booked ticket for three people business class from ****** to ********** using 160K points and credit card.I got a memo from **************** of pending charge.saying they made a mistake and they need more more. The next day I got a call saying they made a mistake and they needed more money. I ask to talk to somebody else but they said they will continue watching to see if price will go down. If company isn't going to provide tickets as promise please give me back my **************** ******* points and $750.00

  

  Business Response

  Date: 08/28/2022

  Dear 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. 
  With this being said, we would like to apologize for the delay in responding. The virus outbreak has affected the workflow in most industries and that resulted in a volume of cancellation and exchange requests that we did not anticipate.
  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:08/22/2022

  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.

  SKYLUX Travels (Deluxe Flights) is a Fraud. They sold me a full fare business class ticket without telling me that they have used their own frequent flyer points which have restrictions. I also purchased travel insurance alongside the ticket. The airline downgraded me from business class to economy class on the return flight and issued a letter stating that I was eligible for a refund. I submitted to Skylux Travel agent for a refund but have received no response. The Agent is ducking my emails and phone calls. Although I paid Skylux Travels $3443/-, they paid the airline less than $100 since they appear to have used their own points. I am eligible for a refund from Skylux Travels - please help resolving my case.Since I was downgraded to economy on a non stop long haul flight, I caught COVID enroute and fell sick and was laid up for a week. I have vulnerable elderly parents and children and did not want to infect them - that is the reason I paid so much for a business class flight.Please help me.They took my money under false pretenses, didn't pay the airline anything (since it was a points ticket) and now is not responding at all. I fell sick after the long non stop economy flight - caught COVID and was laid up for a week. Please do not ever use their services - I deeply regret doing so.

  

  Business Response

  Date: 08/26/2022

  Dear 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. 
  With this being said, we would like to apologize for the delay in responding. The virus outbreak has affected the workflow in most industries and that resulted in a volume of cancellation and exchange requests that we did not anticipate.
  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:08/16/2022

  Type:Sales and Advertising 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.

  Attachment 1: ***************** complaint to the Attorney General.These guys are brutal. I filed a complaint with ******** (and also the ***** Yes, I want my money back. But these guys would never let me speak to a supervisor (how unreasonable is that request?), they have a phantom employee named ****, who sends notices of 'great deals', but you can't speak to her. And then there is ********. He tried to help me out as you will read. ******** wanted me to obtain a phoney doctors note to send to an airline that he booked! Man, these guys are bad news. Thank you for your assistance. I have email strings a mile long.

  

  Business Response

  Date: 09/01/2022

  Dear ***************

  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. 
  With this being said, we would like to apologize for the delay in responding. The virus outbreak has affected the workflow in most industries and that resulted in a volume of cancellation and exchange requests that we did not anticipate.
  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: 09/01/2022

   
  Complaint: 17724757
  
  I am rejecting this response because this is what these guys do.  They stall.  They do not resolve an issue.  This has been going on for two years. NOTHING!!

  Look at their response.   It is meaningless  They want me to ..????

  you want a response?  Ok, - I want my money back!  These people have done nothing   And who addresses a state agency with .??? 

  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/03/2022

  Dear Esteemed Bureau

  Greetings,
  

  The customer has been contacted by Special ******************** Department inquiring for the provision of a reservation or a ticket number, as the following was not located in our system based on the information provided. 
  
  We advise the customer to get back to us via email to ******************************************************, in order to have the issue further evaluated. 
  
  
  Thank you.
  
  

  
  

• Initial Complaint

  Date:08/15/2022

  Type:Order 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 a business class round trip ticket from Skylux for an emergency trip from the ** to ***** on 4/5/2022, which was charged to my credit card in the amount of *******. However, I had to change my trip and the travel agency Sklyux informed me that the only tickets available for the changed date would be on First class for the 1st segment of the trip at $5599. I booked the tickets with the first class for the first segment. However, instead of charging me the difference in fare, the Skylux travel agent informed me that the modified ticket will need to be charged in full, and that the other ticket would be refunded. I completed their refund form for the same as instructed. When I checked my credit card statement, I never got the refund, and despite multiple calls to Skylux, promises to get the refund went unfulfilled. I raised a dispute with my credit card company for that charge, and after the second dispute, was given a partial refund of $3196 on Aug 11, 2022. I am still owed $1389.95, and am not getting anywhere re: the pending amount needing to be refunded. I have made numerous calls to Skylux, and only empty promises.

  

  Business Response

  Date: 08/28/2022

  Dear 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. 
  With this being said, we would like to apologize for the delay in responding. The virus outbreak has affected the workflow in most industries and that resulted in a volume of cancellation and exchange requests that we did not anticipate.
  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: 08/31/2022

   
  Complaint: 17721089
  
  I am rejecting this response because:

   

  
  Complaint: 17721243
  
  I am rejecting this response because: 
  
  They have not yet provided a resolution. They are asking for more time.
  
  Sincerely,
  
  ******************************************;
  

  

  Business Response

  Date: 09/06/2022

  Dear Esteemed Bureau

  Greetings,

  We have provided the customer with our resolution via email correspondence.

  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.

   

• Initial Complaint

  Date:08/07/2022

  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.

  I had originally received a voucher credit from them to use for future flight due to some customer service issue originating from an initial overcharging issue. They decided to allow me to keep the credit of $1305, when I booked the returning flight my agent ****** had mentioned he will take care of the charges and make sure I only get charged the difference. We now have taken the flight and the charge has not been applied back to us. We demanded customer service, but he will not return my calls anymore.I will be filing a dispute with my credit card, but wanted to mention STAY AWAY FROM THEM you will end up paying more than saving. I have confirmed on his recorded phone line that he will charge me the full amount and then refund me the difference after applying the credit. Lies this company is nothing but lies.

  

  Business Response

  Date: 08/20/2022

  Dear 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. 
  With this being said, we would like to apologize for the delay in responding. The virus outbreak has affected the workflow in most industries and that resulted in a volume of cancellation and exchange requests that we did not anticipate.
  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.