Complaints

This profile includes complaints for ASAP Tickets's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

ASAP Tickets has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ASAP Tickets

  Burlingame, CA 94010

  
• 

  International Travel Network

  45 Randolph Road Silver Spring, MD 20904

• 

  International Travel Network

  45 Randolph Rd Silver Spring, MD 20904

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:07/31/2025

  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.

  ASAP booked two tickets for ******* ************ cousin to fly to the *********** . MS ****** wanted to fly from ********** , **** , AZ to meet her cousin in ******* , ** join each other and fly to ******. Booking agent twice booked two tickets from ******* to **. Then cancelled both flights. Rebooked ******** ******* flight from ******* . Then wanted an additional $350.00 for Rosalias flight. After the $350 was paid a voucher was sent with no itinerary. After 3 days trying to call *****. ******* contacted ASAP and was told her flight was cancelled .******* was never notified of the cancellation ! Then ASAP wanted $450.00 instead of $350.00. Then **** wanted $550 the price increased by the second. ( Twice sold ITN ticket warranty and said free vouchers would apply to the purchase so I would only pay $65.00 for ITN ticket guarantees .) I requested **** to return my funds . **** refused to return my $2,996.72 . I contacted my bank a dispute was filed against A.S.A.P. **** agreed to return my funds but failed to deposit my funds back to original form of payment . They wanted a formal letter from my bank and myself saying the dispute was closed . I never sent ASAP a letter . The bank closed the dispute . ASAP deposited $2,711.72 back to my bank. Then charged an additional $285.00 for ITN cancellation of ******* ******* flight .Emails said $2,996.72 would be refunded . Fraud : Occurs when ASAP applies free vouchers for ITN Ticket ****************** the customer only $65.00. If a dispute arises they turn their free vouchers into U.S. Currency and bill the customer for free vouchers. Im an elderly woman over *************************************************************** the *********** . The stress , duress and mental anguish Ive experienced from ASAP is senior citizen abuse . A portion of my funds was returned July 26th 2025. $285.00 has not been paid. I Downloaded ticket voucher for my Phyx Flight cancelled by **** without notification.

  

  Business Response

  Date: 08/02/2025

  Esteemed Bureau,
  
  We have informed the customer that our attempts to issue the remaining balance of $285, as referenced in the original complaint, have consistently failed due to a recurring banking error.
  To move forward, we offered the customer alternative options, either a ********************** voucher or a wire transfer. However, we have not received any response since Sunday, July 26th.
  
  Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 08/04/2025

  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,
  
  ******* ******

• Initial Complaint

  Date:07/28/2025

  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.

  The company has called me a total of 105 times and counting since July 26 *************************** via email and phone They start calling around 8am and don't stop until 430 am I have reached out to them by email phone and social media asking them to please stop calling me as I do not wish to buy any services or have any contact from them .When I reply stop they pass it to another agen and they began harassing me .I need all contact to cease. THESE PEOPLE WILL MAKE YOU GET A NEW NUMBER .PLEASE HELP

  

  Business Response

  Date: 07/29/2025

  Esteemed Bureau,
  
  According to our records, the customer contacted us on Saturday, July 26, to request removal from our contact list. We promptly processed this request, and the customer was successfully removed from our database on Monday, July 28.
  
  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:07/25/2025

  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.

  Background:Booking Date: July 19, 2025 Original Itinerary:Outbound: ******-********** (DFW) to ******* Confirmation #: CW5WMG $643.54 Return: ******* to *** (via ****) Confirmation #: CW5TYV $2,750 Purpose of Travel: To bring mother from ******* to the ********** for Cancellation:Learned that mother became ill to travel shortly after booking.Requested cancellation within 24 hours of booking both flights.Actions Taken:Outbound Flight (CW5WMG):Refunded, but no written confirmation received.Still receiving calls about this flight, causing confusion.Return Flight (CW5TYV):Not canceled or refunded, despite multiple requests and explanations.This was the primary ticket since it involved escorting mother.Follow-Up Attempts:July 23: Called to follow up. *** promised ********************* email. No follow-up received.July 24: Called again; told no record of previous call.July 25: Called twice; received conflicting info, and request to speak to a supervisor was denied.Impact:Had to book a new last-minute flight at full cost.Suffered financial and emotional distress during a family emergency.ASAPTickets handling has been unprofessional, disorganized, and misleading.

  

  Business Response

  Date: 07/27/2025

  Esteemed Bureau,
  
  We have looked through the issue and contacted the customer.
  According to the investigation records, the passenger requested the cancellation only for the reservation CW5WMG.  Reservation CW5WMG was cancelled and the amount of $643.54 was refunded to the original form of payment. The Reservation  CW5TYV is active in the system, with flights scheduled for 31JUL25.
  Passenger was advised on the cancellation policy which is imposed by the airline and we as a travel agency can not override it.
  If there is any issue with the provided resolution, we suggest the Customer to either reply to this ******************** complaint, or reply to the email sent by "****************************************************************" in order to have the issue further evaluated. 
  Thank you 

  Rarity 

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23654745
  
  I am rejecting this response because:

  1.The Trip Was Pointless Without My Mother I Requested Full Cancellation Within 24 Hours
  The trip was booked so I could fly to ******* to pick up my mother and return with her to the **** After I found out she was ill and unable to travel, I called ASAPTickets within 24 hours to cancel both flights. It makes absolutely no sense that I would cancel just the outbound leg (DFW to *******) and keep the return flight, which included my mother who was the reason for the trip and who could no longer travel.
  2.ASAPTickets Promised to Cancel the Second Flight Then Lied About It
  On July 23, I called again because only the outbound leg had been canceled and refunded. I was assured by a representative that the second flight (Booking #CW5TYV) would be canceled and that I would receive an email confirmation. That confirmation never came. When I followed up on July 24, I was told there were no notes of that call, even though another agent clearly told me she would process the cancellation- I even asked her for her name and phone number she *** me it was going to be in the email it I hadnt cancelled within 24hours she would have agreed to cancel days later and they were no notes and I wasnt contacted.
  I am specifically requesting the release of the full call recording from July 23. It will confirm that I was promised the cancellation and that ASAPTickets failed to follow through. Selectively acknowledging or withholding this call is unacceptable and dishonest.
  3.I Was Denied Access to a Supervisor and Repeatedly Ignored
  I asked multiple times to speak to a supervisor and was refused every time. I gave ASAPTickets a full week to resolve this, and instead of helping me, they repeatedly sent emails full of the same lies, ignoring the facts and avoiding accountability.
  4.Release of All Call Logs
  I am requesting the full release of all call logs, both inbound and outbound, from July 19  to July 25, especially the one from July 23. These recordings will show how unprofessionally and unfairly I was treated, and that I acted in good faith and within the cancellation window.
  5.They Are Still Sending Misleading Emails After I Contacted BBB
  Even after I opened this case with the BBB, ASAPTickets continues to send me emails repeating the same false claims, ignoring the facts I have already explained. This has become incredibly distressing, especially while dealing with a family emergency and financial loss.
  6.I Had to Rebook Without My Mother at My Own Expense
  Due to their failure to cancel the correct flight, I had no choice but to rebook a solo ticket for myself at the last minute. The new ticket cost me $2,405.49, and it no longer includes my mother, who could not travel due to her illness. Ive attached the new itinerary as proof.
  
  Final Statement:
  I called within 24 hours to cancel the entire trip, not just one flight.
  ASAPTickets refused to cancel the return leg, which was the main purpose of the trip.
  Their continued emails repeat false information, and their refusal to take accountability is unacceptable.
  I have been denied fair treatment, a proper refund, and access to a supervisor.
  I do not wish to be contacted by ASAPTickets again. Theyve had every opportunity to fix this and chose not to- I requested for a supervisor and I was denied, and they keep on sending annoying email repeating the same lies and I cant even call them because of how unprofessional they were towards me.
  I demand the full release of all call recordings, especially from July 23, so its clear how I was treated and what was promised.
  
  Sincerely,
  *** *******
  Booking References: CW5WMG & CW5TYV
  BBB Case #: ********
  I called within 24 hours to cancel the entire trip, not just one flight. They refused to cancel the main return leg the entire purpose of the trip was to bring my mother, who could no longer travel.
  Attachment: My new solo itinerary ($2,405.49) showing rebooking without my mother.
  
  
  

  

  Business Response

  Date: 07/29/2025

  Esteemed Bureau,
  
  As per checking the reservation CW5WMG was cancelled and the amount of $643.54 was refunded to the original form of payment cc ending in 2267 on 2025-07-19.
  As per our records the reservation CW5TYV is active in the system, with flights scheduled for 31JUL25.
  Pasengers
  ******* / LOISNJOKI 
  ******* / ANNMAUREEN
  Please let us know if you are looking to cancel this booking.
  As per fare rules ticket is non refundable. 
  Exchange can be done under following condition: 
   USD 275.00 airline fee
  +any fare difference
  Exchange must be done and new trip completed before expiration date 19JUL26.
  Please note that if the seats are not cancelled before departure, the tickets will loose their value.
  Pleas note that we have checked the call recordings and as per the call the passenger have requested a cancellation of the flight that was booked for 25th of July nothing was mentioned at all in regards of the return booking -CW5TYV. Since they are both on 2 different reservation codes and ticket numbers they are separated and cancellation should be requested separately by the client.
  With this being said, we can not consider the case as an agency mistake.
  If there is any issue with the provided resolution, we suggest the Customer to either reply to this ******************** complaint, or reply to the email sent by "****************************************************************" in order to have the issue further evaluated. 
  
  
  Thank you 
  Kind Regards
  Rarity 
  

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23654745
  
  I am rejecting this response because:
  
  I am rejecting this response for the following reason:
  None of the concerns raised in my prior rejection have been addressed. I have repeatedly asked since July 19 for ticket CW5TYV to be canceled, yet it has not been done. Instead, I continue to receive messages asking if it should be canceled. This is extremely disrespectful and unprofessional.
  
  
  Can someone at least follow through on one of my requests? As Ive stated clearly since July 19and Im stating again nowcancel ticket CW5TYV.
  
  
  It feels like no one is actually reading my messages. The responses Im getting are repetitive, misleading, and suggest I may be communicating with a bot.
  
  
  This is my final request: Cancel ticket CW5TYV immediately and send me the cancellation confirmation. I will continue to pursue the other concerns outlined in my previous rejection letter upon my return, as I currently have limited access to the internetand we are not going anywhere dueI am rejecting this response for the following reason:
  None of the concerns raised in my prior rejection have been addressed. I have repeatedly asked since July 19 for ticket CW5TYV to be canceled, yet it has not been done. Instead, I continue to receive messages asking if it should be canceled. This is extremely disrespectful and unprofessional.
  
  
  Can someone at least follow through on one of my requests? As Ive stated clearly since July 19and Im stating again nowcancel ticket CW5TYV.
  
  
  It feels like no one is actually reading my messages. The responses Im getting are repetitive, misleading, and suggest I may be communicating with a bot.
  
  
  This is my final request: Cancel ticket CW5TYV immediately and send me the cancellation confirmation. I will continue to pursue the other concerns outlined in my previous rejection letter upon my return, as I currently have limited access to the internetand we are not going anywhere due to the unprofessional behavior and communication from **************************.
  No more communication from me 
  
  Enough of the delaysplease take action now
  
  to the unprofessional behavior and communication from **************************.
  
  

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

• Initial Complaint

  Date:07/24/2025

  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.

  The company keeps calling me 5 times a day. Blocking them does not stop the calls.

  

  Business Response

  Date: 07/25/2025

  Esteemed Bureau and Mr ****************** bring our deepest apologies for the caused situation.
  A request for data removal was placed and we will notify Mr ******* via the email address left on file once it will be done.
  
  Thank you for bringing this matter to our attention.
  

• 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 helped my sister to purchase ticket through **** and was financed by affirm for $1347. on the day of travel, ethiopian airline told them that they cannot fly because they didn't receive any payment from affirm.. they were made to purchase a new ticket for $997 and has to be paid by cash. the airline rescheduled their trip to two days later, which was unfair. Now i have raised a dispute with affirm because asap is giving me a hard to time refund the ticket. i will call them, they would tell me to ask affirm to close the dispute so they can move forward with the next step. this has been ongoing since march of 2025.i need asap to refund me the payments made to affirm a, and to stop payments because the ticket i paid for was not issued to me.9

  

  Business Response

  Date: 07/25/2025

  Dear Better Business Bureau,
  
  Thank you for bringing this issue to our attention.
  
  Upon reviewing our records, we found that the airline canceled the tickets on May 14th, the scheduled departure date. This cancellation appears to be due either to a system-triggered action or passenger-related circumstances, typically, this occurs when passengers are late for their flight.
  
  We can confirm that the payment for the tickets was successfully processed and the reservation was properly issued on our end.
  
  At this time, weve submitted a formal request to the airline for clarification and are awaiting additional details regarding the cancellation.
  
  Thank you.

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23645665
  I attached my email correspondence with them, and the new ticket purchased because the airline stated that they could not issue the ticket because there was a charge back, so they had to suspend the ticket.This is the reason we have to purchase a new ticket for my niece to be able to travel. They airline made them travel two after.. which puts more financial strain. The passengers were at the airport 3 hours before departure boarding time. Asap is claiming that the passengers were a no show. The files i attached is not going through.. because it says that it is too big
  I am rejecting this response because:
  
  Sincerely,
  
  ****** Igbo

  

  Business Response

  Date: 07/26/2025

  Dear Better Business Bureau,
  
  Thank you for bringing this issue to our attention.
  
  Upon reviewing the customers itinerary, we noted that the airline has marked them as a NO-SHOW, with the tickets cancelled due to System or passengers actions, which typically indicates a late arrival for the flight. The Customer paid additional funds with the airline to re-issue their tickets, and successfully used them. 
  
  That said, we have contacted the airline directly to clarify the exact circumstances at the airport and are currently awaiting their response to better understand what occurred.
  
  Thank you.

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23645665
  
  I am rejecting this response because: am waiting for the airline response. The passengers were at the airport , but the airline decided to put no show, because the ticket was not issued due to charge back on the card.
  
  Sincerely,
  
  ****** Igbo

• 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 purchased a round-trip airline ticket through ASAP Tickets along with their "Travel Care Plan Premium," which explicitly included a "Change for Any Reason" benefit. The plan stated: Change your flight anytime before departure, no questions asked. We cover 100% of your original ticket cost.When I tried to use this benefit, I was denied because the flight had already departed. However, the plan language did not clearly state that the change had to occur before the scheduled departure time. Agents repeatedly hung up on me when I asked to speak to a supervisor, claimed I was "arguing" when I asked for clarification, and added personal interpretations of the terms that were not written in the policy.I was forced to rebook a new flight out-of-pocket despite having paid for the premium protection. I am requesting a refund for the Travel Care Plan and reimbursement for the new ticket due to deceptive advertising and refusal to honor the policy.

  

  Business Response

  Date: 07/25/2025

  Dear Better Business Bureau,
  
  Thank you for bringing this issue to our attention.
  
  Wed like to inform the Complainant that all Terms and Conditions related to the Travel ************* were displayed on the Online Authorization Form during the booking. The Complainant had the chance to review them before and during the payment process. A confirmation email was also sent afterward, outlining the same conditions, including the requirement to request changes & cancellation at least 24 hours before the scheduled departure.
  
  At this time, the Complainant holds a credit of $152.97, which became available after the cancellation occurred post-departure. This amount reflects the remaining value after airline penalties and can be used toward a new ticket with *****************, directly through the airline.
  
  Since the request was made after the scheduled departure, it does not meet the eligibility requirements of the Travel ************* policy. Unfortunately, this means the benefits of the product cannot be applied in this case.
  
  Thank you.

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23640753
  
  I am rejecting this response because:
  To whom it may concern,
  
  
  Thank you for forwarding the response from ASAP Tickets.
  
  
  I respectfully reject their position for the following reasons:
  
  
  Misleading Terms at Purchase: The Change for Any Reason protection was advertised prominently, but the critical 24-hour pre-departure condition was buried in fine print after payment. There was no prominent notice that this limitation would void the protection if a change request came post-departure. This is misleading and not clearly disclosed during the purchase flow.
  Post-Departure Requests Should Still Be Honored Proportionally: The name of the protection implies flexibility. A partial change credit of only $152.97after a full purchase and protection feeis unreasonable and does not reflect the spirit of the policy as sold. Many customers would expect some pro-rata coverage even if a change is requested after departure.
  No Clear Communication: I was not alerted with any follow-up reminders or flagged warnings regarding the cancellation deadline in the days leading up to the trip. I also received confusing and inconsistent responses from agents when I tried to use the service.
  I Am Requesting Full Accountability: I paid for a service (Change for Any Reason) that I was effectively denied based on hidden limitations. I am requesting a full refund for the portion not used and for the protection fee that was misrepresented.
  
  
  Sincerely,
  ******** ****** ****
  ?? *********************************
  ?? ************
  
  
  

  

  Business Response

  Date: 07/30/2025

  Dear Better Business Bureau,
  
  The condition regarding the "Change for Any Reason" benefit is clearly outlined in both the Online Authorization Form and the Travel ************* brochure, both of which the customer had the opportunity to review in full prior to completing the payment.
  
  To ensure the customers concerns were fully addressed, we reviewed the communication between the customer and our Sales Representative. It was confirmed that the customer was informed that any changes must be processed prior to the scheduled departure of the flight.
  
  In this case, the customers request was submitted after the scheduled departure, with no prior request for a change or cancellation. As a result, the reservation was marked as a No-Show, and no further changes are permitted under airline policy.
  
  Additionally, since the Travel ************* benefit applies only to cancellations or exchanges requested at least 24 hours prior to departure, the benefit cannot be pre-applied or retroactively honored in this situation.
  
  Thank you.
  

• Initial Complaint

  Date:07/22/2025

  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 a ticket to travel from ** to *****, last year September, but I had a medical emergency , so I notified ASAP tickets, so my tickets can be canceled and credited. But when I request for a refund , they declined and when I tried to book for another day, they stated I have to pay a full amount, since I am not traveling within 3 months from purchase date , I request for their charges to be taking and refund the balance. They declined. I made several attempt to contact them but they still declining g to refund for services that was not provided, I contacted the ******* directly to inform them of my emergency 3 days before the departure day. And was told to get intouch with asap to process refund since I got the ticket from them. And I had started contacting ASAP 3 days before my flight date, to provide proof of my medical emergency but they refused to resolve and keep talking about their fess. I keep talking to different agents to resolve the issue.i am requesting a refund. I had the same issue with them during COVID and *** had to intervene for me to get a refund back from them. I even had insurance on it .

  

  Business Response

  Date: 07/24/2025

  Esteemed Bureau,
  
  Thank you for bringing this issue to our attention.
  The main carrier of this booking is ****************. Unfortunately, **************** does not grant refunds due to medical reasons.
  The Airline is adamant on the fact that a third party insurance is required to retrieve any refund due to medical reasons.
  
  That being said,this ticket has not yet expired, per the **************** policy which states:
  "Example 2
  Totally unused ticket issued on 08JUN12 presented for reissue on 08JUN13 for a travel commencing on 12OCT13
  Such ticket will have a validity till 12OCT14"
  
  In this case, totally unused ticket issued on 10JUN24 presented for reissue on 29AUG24 for travel commencing on 08SEP24. Ticket should be valid until 08 September 2025.
  Travel does not have to be complete by this date, only the exchange must be done, and the validity will be considered one year again.
  More information on the policy can be found here: ********************************************************************************
  
  Standard exchange should still be possible, however the penalty and fare difference will apply. 
  To enable this exchange and lessen the cost, we will waive the processing fee associated with this exchange.
  
  We will contact our passenger to assist.
  
  Thank you,
  Warm regards
  

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23635586
  
  I am rejecting this response because:i do not have  travel plan to this  location as at yet, am requesting a refund back. Or credit.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 07/29/2025

  Esteemed Bureau,
  
  The last offered information involves a credit for future use. The existing ticket is ready to be changed to a different one under the existing terms and the previously mentioned conditions.
  We remain available as soon as a new ticket should be booked with the existing credit.
  
  The passenger was contacted separately and the terms were disclosed in written form.
  
  Thank you,
  Warm regards

• 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.

  Representative Izael sold a ticket and sold insurance stating that if ticket was cancelled receive a full refund processed in two business days. Filed a dispute with them from *************** unfortunately no insurance exists so lost the ******** attempting to cancel and rebook ticket and spoke to five representatives in five hours and was told can exchange ticket but then transfer and hang up Want to cancel and rebook ticket. Also emailed twice. Ticket is for the 21st of July to ****** and cannot get a hold of them.Tried to cancel online and it doesnt work either. The agent Izael just called and spoke to my husband and transferred and hung up its 10:12 PM here

  

  Business Response

  Date: 07/27/2025

  Dear Bureau,
  
  Please be advised that, as the passenger did not use the ticket, it is considered expired in accordance with the applicable fare rules.
  
  We have contacted the passenger and provided information regarding the current status of the case. The customer is also welcome to reach out to us directly via the ongoing email correspondence, through which we have already attempted to follow up.
  
  Should any further clarification be required, we remain at your disposal.
  
  Thank you.

• Initial Complaint

  Date:07/17/2025

  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.

  Went to airport early on July 5th for flight from ***** to ****** on Jet Blue.. Went to ticket counter for boarding pass airline refused to issue boarding causing delay. I asked *** to stay overnight in airport so I wouldnt miss flight next day.Checking in Jet Blue following morning, clerk says I will miss flight because not enough time. They took my bags finally issued boarding pass, I headed to gate for departure. Went to security for check in but computer said my ID didnt match. They finally added information manually, I finally headed to gate to board flight but too late as flight already left. Since I missed my flight, I was told I would be rebooked on new flight. Then they t me that I would have to call **** to get rebooked on new flight because original flight was booked through them. I called ****, spoke Madhavanm he said send me your boarding pass. Had to get help to photograph boarding pass and sent to ****. **** acknowledged that he received boarding pass. **** gave option to rebook now for $107. Or wait 2-3 days for no additional funds. So I opted to wait 2-3 days because I could not afford to pay more. Tried calling **** back but received no assistance. They hung up on me and I never received any assistance. Never able to connect with any agent, told I would have to wait 2-3 days. Spoke Jet Blue supervisor and said it was their fault but they couldnt rebook because I book through a 3rd party. Called *******, travel agent at **** but they would not connect me. ******* finally emailed me and told me to find supervisor at Jet Blue to file complaint. JB supervisor again told me to go back to **** and Jet Blue couldnt rebook. Contacted **** and they continually refused to assist me at all and would continually hang up on. Told to go to ******************************* Could not get through to that department. They finally gave me email to ************************** no response. Told to wait for investigations team to call me back. Finally reached ********* and he asked for confirmation #, then said the computer says that I requested a refund which is not true I continually asked to be rebooked. Receiving conflicting information regarding rebooking or providing a refund. Waiting to be rebooked. I have been stranded at the airport since July 5, today is 7/17/25. Still waiting at airport for ASAP to rebook me.Complaint taken over the phone by Disputes Rep ****

  

  Business Response

  Date: 07/21/2025

  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:07/17/2025

  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.

  Ive planned a trip to ******, ****** and ******* in late September of this year-2025. I usually purchase my own airfare online but a friend recommended Sky Lux travel agency for possibly a better fare and help me with a multi city trip. I contacted an agent at the company, name is Eonelle, and things went well but I was frustrated that with every itinerary and price I had to confirm that the seating was upgraded to comfort class since I have 4 joint replacements and 5 lumbar fusions and would be miserable in economy seating for a transatlantic flight. After many itineraries and prices offered over a period of 2-3 days I told I could actually just book the flights online easier and be assured that I had the seating option I needed for a price that wouldnt be much above what she had offered. Within a couple hours she called and gave me an itinerary that was acceptable. I felt a little rushed in paying for the ticket and I remember having her confirm that the ticket was comfort seating, refundable for cash and changes made without fees. She yes.I paid the fare and she emailed the itinerary to me. It was very late by that time so I just checked that Id gotten the itinerary in my email and went to bed. The next morning I went through the itinerary and saw the seating was economy. Eonelle doesnt start her shift until 3pm my time so I called by 4pm to tell her she needed to change the economy to comfort seating as she had confirmed it was. She said that would cost more, later telling me up to $3000, which I knew was untrue. Since July 9th I have been strung along every day saying they would make this right, Id get Comfort seating and even as far as making seating arrangements for me. There was always an excuse that it wasnt done each day. Last night it was because they were still waiting for the concierge **** to ok the change even though it had been 24 hours since she told me the change would be made. Ive asked to cancel but theyll only give me a 75% refund.

  

  Business Response

  Date: 07/24/2025

  Esteemed Bureau,
  
  Thank you for bringing this issue to our attention.
  Upon checking our records, Seat Assignment was processed in main cabin on seats 37C both on outbound and inbound for the ***** AMS segments;
  
  We'll investigate this issue internally and revert back as soon as possible with more information, or via this BBB thread if necessary.
  
  Thank you,
  Warm regards