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:06/14/2025

  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.

  Refusal to Refund for Cancelled Flight I booked international flight tickets through Business Class on May 29, 2025. On June 13, I received an email from the company informing me that my flights had been canceled by the airline at the last minute.Despite this being completely outside of my control, Business Class is refusing to issue a refund, instead offering only a travel voucherwhich must be used exclusively with their company and only in a single transaction. This is completely unacceptable.This trip was meant to be my babymoon, and I am currently pregnant. Given my health circumstances, I cannot risk booking another trip through this company. I also cannot travel at a later date, and a voucher is useless to me under these conditions.A refund should be issued, as the service I paid for was not provided. I am extremely disappointed by the companys lack of accountability and empathy. I request a full refund, not a restrictive voucher.

  

  Business Response

  Date: 06/20/2025

  Estimated BBB,
  
  Thank you for the opportunity to respond to this complaint.
  
  Please be informed that the Customer's flight was canceled by the airline due to the ongoing political situation in the region. This cancellation was made at the airlines sole discretion and is beyond our control. We promptly informed the Customer of the cancellation and offered assistance, including a voucher for future travel equal to the full ticket cost.
  
  At the time of booking, the Customer acknowledged, through the authorization form, that airlines retain the right to adjust flight times and schedules as they see fit. Such changes may result in itinerary modifications outside the original contractual agreement. Furthermore, airlines may cancel or alter flights independently, and Business-Class.com cannot be held responsible for these airline-initiated changes.
  
  Following the Customers confirmation, we processed a full refund of $2,981.91 on June 19, 2025 (06/19/2025).
  
  We regret any inconvenience caused and appreciate the Customers understanding. Should the Customer require any further assistance, we encourage them to contact us directly so we can provide support and explore any additional solutions.
  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 06/20/2025

   
  Better Business Bureau:
  
  Business resolved my issue. Could you please delete my complaint? Thanks.

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

• Initial Complaint

  Date:06/04/2025

  Type:Billing 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.

  Date of Purcahse: 07/05/2024 The attached letter to our cresit card company will explain or grievence.

  

  Business Response

  Date: 06/09/2025

  Esteemed Bureau,
  
  Greetings! 
  
  We have reviewed the complaint and appreciate the opportunity to provide our response.

  On July 5, 2024, the customer purchased 2 tickets from ******, ** to *****, ******, and returning from ***** back to ******, through Business-class.com's online booking service.

  Additionally, the customer seems to have purchased connecting tickets from ***************, ** to ****** on their own, through a different vendor. Business-class.com was not notified that ****** was not in fact their point of origin, nor would the travel agency recommend booking separate tickets in this manner. The fact that their flight purchased through a 3rd party was delayed did not change the restrictions on the tickets purchased through Business-Class.com, of which they were duly informed prior to purchase, and which explicitly stated that the tickets were non-refundable and non-exchangeable, except as permitted by the airline. 
  
  During the conversation with Business-class.com's customer support team, all valid rebooking options that were available at the time were provided in accordance with airline policy and system availability, which allows changes only up to 3 hours before the scheduled departure time. However, the customer declined the alternatives presented, and no formal cancellation request or authorization to proceed with any changes was received, marking them as a technical no-show. Consequently, in accordance with the fare conditions accepted at the time of booking, the tickets forfeited their value and became fully non-refundable and non-exchangeable. Nonetheless, the clients have proceeded with a chargeback request, which we consider to be both unfounded and contrary to the clearly stated and accepted terms of the original purchase.

  Our agency acted in good faith and in full compliance with the terms and conditions throughout all communications and actions taken.
  

  
  

• Initial Complaint

  Date:06/02/2025

  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 am filing a complaint against Business Class Travel Group LLC for deceptive practices related to the sale of international business class airline tickets. I was charged $5,947.22 for two "business class" tickets for travel from ********, ****** to *********, ******* on September 11, 2025. Despite being assured by the agency that these were legitimate business class seats, the tickets I received are for Economy Plus at best reclining seats with no lie-flat feature, which is a core expectation of international business class.Their website defines business class as offering "lie-flat seats, fine dining, extra legroom, and exclusive perks like lounge access" and states it is "ideal for long-haul travelers seeking a more luxurious experience." This was the service I believed I was purchasing. However, I was booked on an airline that does not offer lie-flat seats on this international route. When I raised concerns, I was dismissed. Ignoring the clear and widely accepted industry definition. At one point, the agent implied I was being unreasonable for questioning the quality of the booking.When I pressed further, I was told that if I purchased ticket insurance for an additional $654.20, they could switch me to another airline. I agreed and paid. Two days later, I was told that they could not change the airline, nor could they refund either the insurance or the ticket. I disputed the insurance charge with my bank, as the service was not rendered. Unfortunately, the dispute was reversed, and I am now out a total of $6,601.42 for two tickets that do not match what was advertised.I have attempted to work with the agency in good faith. I even found an alternative *************** flight with proper lie-flat business class seating and proposed switching to that option. They refused, citing inflexible policies, despite the fact that the flight is months away. I also asked to at least depart from ******* as originally planned. Again, they declined.

  

  Business Response

  Date: 06/03/2025

  Esteemed Bureau,
  
  Greetings! 
  
  We have reviewed the complaint submitted by Mr. **** ***** and appreciate the opportunity to provide our response.
  
  On April 1, 2025, Mr. ***** purchased two round-trip business class tickets from ******** to ********* through our agency, totaling $6,601.42. This amount included $5,947.22 for airfare and $654.20 for an optional Premium Ticket Protection plan. Both charges were fully authorized by the customer through a signed credit card authorization form.
  
  The tickets were issued as confirmed, matching the agreed itinerary and class of service. While we understand the customer expected lie-flat seating, our website outlines general features of business class, and seat configurations vary by airline and route. No specific seat type was promised or guaranteed during the booking process.
  
  The Ticket Protection plan was clearly stated as non-refundable and does not include the ability to switch airlines post-ticketing. These terms were accepted at purchase. When the customer raised concerns, we provided clarification and support within the policy limits.
  
  The customer was duly provided with all relevant information and a full explanation of the terms and conditions at the time of purchase and during follow-up communication. The tickets remain active and valid in accordance with the original itinerary. For any further assistance, Mr. ***** is welcome to contact us directly.
  

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23409721
  
  I am rejecting this response because: there are several errors in the business response. 

  1. I purchased the flight on 2 April and the ticket protection on 6 April after speaking to the agent. This was as an effort to change airlines. Since that did not happen I requested a hold on payment by my credit card company. It has since been released (See attachments), even though the service was not rendered.

  2. It is disingenuous to say these are business class based on the company's glossary of terms, which states, "Business Class provides passengers with superior comfort, including lie-flat seats..." (see attached screenshot from website). I've also included a picture of the seats from the airline I was placed on. 

  Since I was using the glossary of terms provided by this company, I had every reason to expect that my international business class tickets included lie flat seats. 

  This has been a classic bait and switch from the beginning and it is deplorable business practice. I believe in Truth in advertising and this experience has been anything but.

  Sincerely,
  
  **** *****

  Customer Answer

  Date: 06/20/2025

  Hello,

  Does it not matter to anyone that they are wrong about the dates if my purchase? They have assigned me the title of *** although I am female from birth, and their website glossary describes business class as having lie-flat seats but the flight they sold me does not. 

  I am deeply disturbed by the lack of attention or concern to their lack of transparency. They have committed an act of bait and switch and zero accountability is to be attained. What happened to truth in advertising. I didn't make up the term "business class". Words matter and their own glossary is what I am going by. It is inconceivable that this is in any way good business practice.

  Thank you.

  **** Spaid 

• Initial Complaint

  Date:03/27/2025

  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 have booked many trips with their representative *******.This past France trip this company took advantage of me. This company is supposed to assist me and represent me if any issues arise. Instead I got the runaround while I was on the trip and they made me pay them 1335 to book a flight I had already paid them for. I also had to pay $660 to downgrade to a coach class flight after I had already paid for a business class ticket. I have reached out to them and they will not transfer me to a supervisor. I reached out to their CEO and he never responded. This is theft and unprofessional and I need to have these amounts refunded plus a hotel fee I had to pay for because they did not honor the flight ticket.

  

  Business Response

  Date: 04/07/2025

  Dear BBB Team,
  
  We would like to address the issue regarding our mutual customer's flight, which was impacted by a minor schedule change while they were at the airport. Upon contacting ****************, their representatives confirmed that the flight was affected by this change. However, as the passenger had over two hours to make the connection, **************** stated that they are not responsible for any missed connections and, therefore, will not issue a refund.
  We submitted a reimbursement request to the airline, but **************** clarified that the schedule change was within acceptable limits, and as such, they are not liable for any compensation.
  Additionally, during the ticket exchange process, the passenger was charged $1,355.00 for the airline's penalty and fare difference, in accordance with the airlines policy. The credit for the affected portion of the flight was applied during the exchange.
  The tickets were successfully used as scheduled, and based on the airline's response, no reimbursement will be issued from their side.
  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23106619
  
  I am rejecting this response because: I was told by ***** and another *** that I would be refunded the difference for the ticket that I had to re-buy to get on the plane to my destination - meaning what I paid minus the coach amount of 660.21.  I received nothing.  I was also told that if I paid the $1335 to Business Class that I could that back.  It is unfair that I had to pay you again for the same flights because you so called "canceled" my flight to reissue the same flight within the 5 minute mark.  And this is really x 2 money-wise because I am only writing for myself and not my travel partner. 
  
  Sincerely,
  
  ******** ****

  Customer Answer

  Date: 04/07/2025

  Please see attachment.

  

  Business Response

  Date: 04/10/2025

  Dear BBB Team,
  
  Thank you for bringing this matter to our attention.
  
  We sincerely regret the inconvenience our mutual customer experienced and understand their frustration during their travel. According to our records, the passenger's original itinerary was affected by an airline-initiated schedule change shortly before departure. This change is classified as an Irregular Operation, which refers to unexpected or exceptional circumstances that cause a scheduled flight to not operate within 72 hours before the departure. In such cases, the airline assumes control over the ticket, and as a result, the passenger was instructed by airline staff to repurchase a ticket to continue their journey, leading to additional out-of-pocket expenses.
  
  Our team contacted **************** on the customers behalf to request a refund for both the unused portion of the original ticket and the additional fare paid. Unfortunately, the airline informed us that the schedule change fell within their operational limits. As such, their policy prevents them from authorizing a refund or providing any further compensation.
  
  Regarding the $1,355 charge for the reissued Business Class ticket, this amount reflects the fare difference and airline-imposed fees at the time of rebooking. While we understand the customer was informed they might be eligible for a refund or compensation, the decision to grant such a refund is entirely at the airlines discretion. In this instance, **************** has declined the request.
  
  We recognize that this outcome is disappointing, especially given the costs incurred. We continue to advocate on behalf of the customer and will promptly notify them and process any potential refund if the airline reassesses its position.
  
  Thank you for your time and understanding.

• Initial Complaint

  Date:01/30/2025

  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 was working with this company to purchase a business class ticket from *** to DEL.An acceptable itinerary and fare were found and an offer to purchase was sent to me. I purchased the ticket as per their "book now" offer. The purchase went through to the extent that it showed up in my credit card account as pending. I subsequently received a message from the agent that I needed to purchase additional coverage or they would not issue the ticket.There was no prior notification that purchasing such additional coverage was a requirement it was suggested but not required.I did object to this switch but requested that the charge be reversed, which it was.I feel that this was an unfair and deceptive practice by the agent and or the company and am requesting the the ticket be provided as offered for the price offered.I have attached a few screen shots of our correspondence to verify the information I have provided. I do have the full email exchanges if you find any additional verification to be needed.Thank you

  

  Business Response

  Date: 02/05/2025

  Dear BBB Team,
  
  Thank you for bringing this matter to our attention.
  We deeply regret the frustration and confusion caused to our customer during the booking process, and we sincerely apologize for any inconvenience this may have resulted in.
  We would like to clarify that we consistently inform our passengers that the tickets we offer can be highly restrictive, and we recommend purchasing additional coverage to help protect against potential emergency situations. Our team strives to provide clear and transparent information at every stage of the booking experience, and we regret that the requirement for additional coverage was not communicated more transparently before the purchase.
  In our commitment to resolving this issue, we can confirm that a full refund has been processed back to the original form of payment, as supported by the attached documentation.
  
  Looking ahead, we will thoroughly review and improve our internal processes to ensure that all future customers are fully informed of any necessary requirements or charges before finalizing their bookings.
  If any further assistance is required, we encourage the customer to contact our customer support team at ************ or *******************************************************************, or to reply directly to this complaint.
  
  Thank you for your understanding.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22876601
  
  I am rejecting this response because:

  Thank you., I am in receipt of the companies response and and their proposed resolution is unacceptable.

  While it is true that That that the purchase price of the ticket was refunded to me. It is also true that I responded to a clear offer to purchase which I accepted. There were no conditions placed upon this at the time of purchase as evidenced by the fact that my credit card was charged and the purchase went through. The fact that additional "insurance protection" was required by the company came after the fact is deceptive and potentially fraudulent.

  Their Statement that they will prevent such deceptive practices from occurring in the future does not undo the harm to me.. 

  Specifically, I am still denied purchasing the ticket at what was optimal circumstances ie flight timing and price Again an acceptable solution to me is for the company to provide that ticket at the offered price and route. 

  Thank you 

  Regards

  ****** *****
  
  

  

  Business Response

  Date: 02/14/2025

  Dear BBB Team,
  
  We deeply apologize for the confusion and inconvenience caused by the recent misunderstanding between our agent and our mutual customer. To clarify, our company does not offer "insurance protection." Instead, we provide an additional, non-refundable product designed to offer extra benefits in emergency situations. Please note that our Ticket Protection is not an insurance policy, and travel insurance can be arranged through a third-party provider upon the customers request.
  
  Additionally, ticket prices are subject to change based on seat availability and are not guaranteed until the ticket is issued. Unfortunately, the same seats are no longer available at this time. In the event that a travel agency is unable to fulfill the service, we ensure that a full refund is processed to the original form of payment.
  
  We have also informed the agents supervisor, who has taken appropriate steps to address this matter.
  
  Once again, we apologize for any confusion and truly appreciate your understanding. If the customer has any further questions or needs assistance, our support team is readily available at ************ or via email at *******************************************************************. Alternatively, he can reply directly to this complaint, and we will be more than happy to assist further.
  
  Thank you.

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22876601
  
  I am rejecting this response because:

  Thank you again for responding when I said insurance it was in a generic sense of protection not specific to an insurance policy.

   Your response remains unacceptable or the reasons that I have detailed previously.

  Specifically there was a offer to purchase a ticket which I accepted and ************ was then rejected by your company because, after the fact,  I was told that I needed to purchase some type of additional protection. There was no prior notification of this requirement. The only acceptable solution is the one that I have already proposed.
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 02/20/2025

  Dear BBB Team,
  
  We sincerely apologize for any confusion or inconvenience that has arisen from the recent misunderstanding between the agent and our mutual customer. We fully understand the frustration this situation may have caused, and as previously communicated, ticket prices are dynamic and fluctuate based on seat availability. Unfortunately, the specific seats initially discussed at the time of booking are no longer available. As a result, the travel agency was unable to complete the transaction. In light of this, we processed a full refund, which has been returned to the original form of payment.
  
  Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22876601
  
  I am rejecting this response because:

  At the time the offer to purchase that I accepted the ticket was available. The purchase was negated by your company because I refused to purchase the additional protection. This additional cost was not previously disclosed as a condition for purchase of the ticket. To have the required such a purchase was a deceptive and unacceptable practice. As a result I was denied the ticket at the then current price. The only acceptable solution is for you to provide the ticket at the offered price even of it means that you may have to take a loss as a result of your unethical and unfair deceptive practice.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/14/2024

  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.

  After I got a price for a flight ticket and put my credit card number they said they will issue the ticket within couple of hours and they want me to pay for a complete new ticket and charge me 150$ more it is a total fruad

  

  Business Response

  Date: 11/25/2024

  Dear Better Business Bureau,

  Good day,

  We sincerely apologize for any inconvenience experienced by our mutual customer. At our company, we strive to provide excellent service and transparent communication.
  We would like to clarify that our prices are dynamic and not guaranteed until tickets are finalized. Unfortunately, at the time the Online Authorization Form was submitted, there was a price increase of $150.00. The customer informed us that they did not wish to proceed with the new option, and as a result, the transaction was promptly refunded to the original form of payment, as evidenced in the attached documentation.The refund should be already reflected on the customer's credit card.

  We value the feedback provided and will use it to further improve our customer service. We apologize for not meeting the passenger's expectations on this occasion.
  If further assistance is required, we invite the customer to respond to this complaint or contact us directly at *******************************************************************.

  Thank you for your understanding, and have a wonderful day.
  Sincerely,

  Business-class Team

• Initial Complaint

  Date:08/22/2024

  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 May 20, 2024, I purchased airline tickets through a company named Business-Class with an address in ***************, *******. After numerous changes to our airline reservations we were forced to cancel our trip. Business Class informed me that the tickets were not refundable. The changes on our flights made our trip unworkable, and the no refund policy seemed unfair. As such, I reached out to ************************ and was informed that the changes were so dramatic that they would indeed offer a waiver code so the tickets could be refunded. Business Class refuses to do so. They continue to tell me that the tickets are not refundable even though Ive been told otherwise [on three occasions] by *********************** representatives.

  

  Business Response

  Date: 08/29/2024

  Dear BBB Team,
  
  On May 20th, Mr. ***** ****** purchased four business class tickets under Booking Reference TF88649 for two passengers (Ticket Receipt attached page 1-2). 
  
  
  The booking included:
  
  a) International Flights: Two tickets for flights from ******** to ****** and ****** to ********, operated by ***************, with booking reference CLSK2H and ticket numbers ************* / 9327105684647.
  b) Domestic Flight: Two separate tickets for a flight from ******** to ********, operated by **************, with booking reference G2H4RB and ticket numbers ************* / 0067072050417.
  
  In June, ************** canceled the domestic flight (DL5497 18SEP ****RIC 920P) and substituted with an earlier alternative (DL5301S 18SEP ****RIC 400P). Mr. ****** was informed that he could either receive a refund for the domestic tickets or reschedule the flight.(page 3) ***************** flights with ***************, however, were not significantly affected and therefore did not qualify for a refund, in accordance with **************** policy, which considers changes of less than three hours as non-significant (page 4).
  
  Mr. ****** contested the decision, disputing the non-refundability of the *************** tickets. Despite his claims, the *************** flights remain confirmed and are scheduled to depart on September 4th, as verified on the airlines website (attachment 2). Our team also confirmed with *************** through official channels that the tickets do not qualify for a refund due to the minor schedule changes. 
  
  
  It seems Mr. ****** *** have been misinformed by an airline representative not authorized to offer exceptions in this matter. We encourage Mr. ****** to contact our agency for further assistance or to use the tickets as scheduled, which remain valid.
  
  Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 09/09/2024

  Hello BBB. We continue to have a he said she said situation here between the travel agency and myself. Below is a new email message I received from the airline which clearly states that they reached out to the travel agency on several occasions and encouraged them to help me with a refund. They further state that the funds reside with them and are available for refund. I truly do not understand why the travel agency wont seek the refund on my behalf. *************** does not wish to keep the money.

   

  Hello *****
  
  I trust this email will find you well. 
  
  Thank you for your email and for explaining the issues you have had with receiving refund for your booking. I do not doubt how frustrating and stressful it must be for you chasing cancellation and refund your tickets. 
  
  Having reviewed your booking, I can see that our Sales Support team did contact the travel agency on a few occasions requesting that they assist you with your refund. Of course, I understand that they have agreed to provide a partial refund. The issue however, lies with the travel agency as we will release the funds on our end, but the travel agency's refund policy may differ to ours as they may have other fees that apply. Therefore, we cannot determine the refund amount they will issue back to you. 
  
  I am truly sorry for the difficulties you have faced. I kindly suggest you reach out to the travel agency again and request a further refund as we are unable to issue refunds for your booking on our end. 
  
  It is a shame we were unable to welcome you onboard in this occasion, but I do hope we have the opportunity to welcome you onboard in the future! 
  
  Kind regards,
   ***** ***?
  Customer Care 
  Virgin Atlantic 
  **********************

  
  

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22165874
  
  
  

  Hello BBB. We continue to have a he said she said situation here between the travel agency and myself. Below is a new email message I received from the airline which clearly states that they reached out to the travel agency on several occasions and encouraged them to help me with a refund. They further state that the funds reside with them and are available for refund. I truly do not understand why the travel agency wont seek the refund on my behalf. *************** does not wish to keep the money.

   

  Hello *****
  
  I trust this email will find you well. 
  
  Thank you for your email and for explaining the issues you have had with receiving refund for your booking. I do not doubt how frustrating and stressful it must be for you chasing cancellation and refund your tickets. 
  
  Having reviewed your booking, I can see that our Sales Support team did contact the travel agency on a few occasions requesting that they assist you with your refund. Of course, I understand that they have agreed to provide a partial refund. The issue however, lies with the travel agency as we will release the funds on our end, but the travel agency's refund policy may differ to ours as they may have other fees that apply. Therefore, we cannot determine the refund amount they will issue back to you. 
  
  I am truly sorry for the difficulties you have faced. I kindly suggest you reach out to the travel agency again and request a further refund as we are unable to issue refunds for your booking on our end. 
  
  It is a shame we were unable to welcome you onboard in this occasion, but I do hope we have the opportunity to welcome you onboard in the future! 
  
  Kind regards,
   ***** ***?
  Customer Care 
  Virgin Atlantic 
  **********************

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

  

  Business Response

  Date: 09/20/2024

  We have forwarded the customer's email to *************** and are actively collaborating with them. At this time, we do not have a final outcome. We recommend that the customer reach out to us through our regular channels for updates on the case. As noted earlier, the customer is not entitled to a refund based on ***************'s schedule change policy or Section 21.3, subsection B of the conditions of carriage (attached). This section clearly states that a change must be at least 5 hours to qualify for a refund, and the customer's international flight was only affected by a 2-hour change. *************** should be held accountable for the statements they make and issue the refund to the customer themselves, as the funds are tied up in their ticket. Thank you. 
  
  
  
  

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22165874
  
  I am rejecting this response.  
  

  The travel agent correctly highlighted section 21.3 subsection B; where it states; Where your flight that is operated by us is canceled or delayed by at least five hours you may choose between:  The part they left out is that a refund is one of the remedies.  Please see the attached document, which is already part of the complaint.  
  

  Please allow me to state again that the issue at hand is not that a flight was delayed by greater than five hours, the issue at hand is that there was a flight cancellation. 

  The travel agent suggests that I reach out to *************** directly. I have indeed reached out to *************** on five separate occasions. *************** confirms that they hold the funds. They further report that they cannot make a direct refund to me because I did not purchase the tickets directly from them.  *************** has noted in their records that the sales support team has reached out to the travel agent on two separate occasions, requesting that they issue a refund to the customer. This situation can easily be resolved if the travel agent simply requests *************** to release the funds, so they can be refunded to me.

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

  

  Business Response

  Date: 10/03/2024

  On October 2nd, our agent emailed the customer an offer for a refund of $5,462.88 (attached), which reflects the net value of the tickets.  This offer follows the successful confirmation that *************** has processed a full refund. The remaining amount consists of non-refundable fees that are not eligible for a refund. We kindly request the customers cooperation to finalize the refund process. Thank you.

   

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22165874
  
  I am rejecting this response because:

  The ****************************************** guidelines require that all fees and taxes be returned. I have attached a copy of their guidelines.  In the event that you cannot see the attachment, here is what it states:  Airlines and ticket agents must provide full refund of the ticket, purchase price, minus the value of any portion of transportation already used. The refunds must include all government imposed, taxes, and fees, and airline imposed fees, regardless of whether the taxes or fees are refundable to the airlines

  In subsequent emails with the travel agent, they are reporting that $5,462.88 is the total amount of the refund that they received. As I stated to them, I suspect that thats the total amount of *************** gave to them and the remaining $533.16 is their commission which theyre not willing to refund.  I want a full refund.  The travel also required that I sign a DocuSign document that had a great deal of legalese in it. That would involve me hiring an attorney so I rejected that document as well. Ive yet to hear back on what the travel agent is going to do about the DocuSign and the additional 500+ dollars that I am owed.  As such I currently reject this offer.

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

• Initial Complaint

  Date:06/07/2024

  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.

  I purchased 2 tickets from business class.com in April and according to the fare rules, the tickets are refundable. My partner has been advised by his Dr that he has a health condition therefore he shouldnt not travel on a plane in a foreseeable future. I contacted ******* airlines directly and they said they can refund both tickets at full price. However when I contacted business class.com, I was told they can only refund 50%. This is different to what the airline has advised. So I requested to let me just cancel with airline directly to obtain a refund, but the request was denied. Now business class.com offered me 3 options but the only option with the minimal financial loss is for me to get a flight credit that still costs me $450 processing fee. I feel I have been forced to pay this fee and they should just let me deal with the airline directly to have the refund issued. Or I will take the flight credit, but have the processing fee waived.

  

  Business Response

  Date: 06/13/2024

  Thank you for notifying us about ************************************ complaint. We appreciate the chance to address her concerns and resolve the issue.
  The customer was offered a monetary refund and a voucher on 10JUN24.The offer was accepted and the customer is satisfied.
  
  Thank you.

  Customer Answer

  Date: 07/08/2024

  Hello! In the response provided by the merchant, I was promised a refund on 6/11, however I have not received the refund despite the processing time being 2-3 weeks, and its been almost a month. Pls help. 

  Customer Answer

  Date: 07/08/2024

  Pls see my previous comments - havent received refund from the merchant since 6/11. 

  

  Business Response

  Date: 07/16/2024

  There was a slight delay in processing the refund due to the use of check payment. On July 9th, we received instructions from ******* Airlines to have the customer complete a refund form and provide a mailing address. The airline will then issue a check of $4047.30 USD per passenger, addressed to each passenger's name, and send them to their respective mailing addresses (see attached evidence).
  The customer has since completed the form, which we promptly forwarded to ******* Airlines. The airline is now in the process of issuing the checks to ************. As this matter is currently under the airline's control, we are unable to expedite the process. We have taken all necessary steps to ensure the customer receives their refund, and the case is now with the airline. Ms. ********* can confirm this upon contact. We apologize for any inconvenience caused by this delay. 

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21820266
  
  I am rejecting this response because:

  On 6/10, businessclass.com offered refund and credit voucher, and the offer should be fulfilled by the merchant. The airline is not responsive and exceeded DOT guidelines of issuing refund within 20 calendar days, note the refund request was sent on 6/11. 
  

  For business class.com to say its the airline, not us is not acceptable. The airfare was purchased through business class.com not the airline, therefore the responsibility should sit with business class.com to ensure their customers get the refund in a timely manner. Should theres a delay by the airline, business class.com should reimburse the customers first and chase the airline separately or take legal actions against them for violating DOT timelines for refund. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/22/2024

  Dear BBB Team,
  The airline processed a check refund based on the passenger's provided information. We apologize for any inconvenience due to the delay. The refund was initiated on July 21, 2024, and could take up to 25 business days to complete, as evidenced in the attached document. If the refund is not received within this timeframe, we kindly ask the passenger to email us or respond to this complaint.

  Thank you.

   

  
  

  Customer Answer

  Date: 07/23/2024

   
  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:05/05/2024

  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.

  I had previously filed a complaint with BBB about the travel agency Business Travel Group LLC. The agency did not book my tickets correctly and failed to rectify it even within 5 hours of the booking. We have 24 hours to modify or cancel a booking. The agency promised to solve the problem BUT it never did. See original complaint file attached.One problem was that I had to pay for baggage for my travels when the agency was supposed to do that. The agency sent me a travel voucher for $200 but at the time this was offered to me, I was NEVER told of the conditions attached to it. The only thing I was told is that I have 12 months to use it. When I tried to use the voucher, I was told I cannot use it for domestic travel. This is despite the **** that the baggage fees I had to pay due to the agency not doing so was for a domestic itinerary. I contacted the agency many many times over the past couple of months and they keep saying we will investigate and respond. They have yet to do so. Thus, I want a CHECK for my baggage fees ($140USD, attached) and return of gratuity ($100 USD), that sums up to $240USD. I do not want empty promises from the agency.I am also attaching the original complaint I filed with BBB.

  Customer Answer

  Date: 05/16/2024

  Thank you BBB.  The issue has been resolved.  How do I withdraw my complaint?

  

  Business Response

  Date: 05/16/2024

  The issue has been resolved to the customer's satisfaction. The customer is now booking a new reservation and will use the $200.00 voucher provided by the travel agency. Thank you.

  Customer Answer

  Date: 05/17/2024

   
  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:04/29/2024

  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 are writing to bring to your attention an ongoing issue that we have been attempting to resolve with Business-Class. Please see a summary of the issue below as well as supplementary evidence for your review and consideration.Historical Context In September 2023, we purchased two Business-Class round-trip airline tickets from *******, ** to *****, ******. The departure was scheduled for November 28th, and the return for December 10th, 2023. The total cost of these tickets was $7,330.14.Due to unexpected family health issues, we found ourselves in the position of needing to change our travel dates. We reached out to Business-Class via email on November 22nd, 2023, six days prior to our scheduled departure, to request this change. Regrettably, our request was neither acknowledged nor actioned by Business-Class. As a result, our tickets were marked as a 'no show',which necessitated a rebooking of the airfare with a difference in thousands of dollars and a $300 change fee per ticket.Attempt to Resolve In the aftermath of this, Business-Class presented us with revised pricing for alternative dates,which were significantly higher than our original payment. Given that Business-Class did not fulfill their obligation to action our requested change six days before the departure date, and considering the exorbitant nature of the revised pricing, we initiated a dispute with ***************** In the spirit of good faith, we agreed to attempt to resolve this dispute, despite the fact that we, as the consumers, were not at fault.Despite weeks of communication via phone and email, Business-Class continues to propose airfare prices that are unreasonably high. We have offered them complete flexibility in terms of booking us to any destination on any date, with the aim of minimizing the airfare difference, while acknowledging the unavoidable $300 change fee per ticket.Additional Concerns Upon further research, we have discovered that we are not the only consumers experiencing issues with Business-Class. The Better Business Bureau has recorded numerous billing issues dating back to July 13th, 2021, with the most recent complaint lodged on February 18th, 2024, where they offered a 50% credit for the price of the flight due to another issue on their end. ********************************************************************************************************************************************************************************************************* Request for Resolution We have made every effort to resolve this dispute with Business-Class, even going so far as to close the original dispute in the hope of reaching a resolution regarding the pricing issue. We have attached copies of our original flight itinerary, email correspondence, and our credit card statement showing the charge of $7,330.14 as supporting evidence.We believe this to be a clear case of deviation from reasonable consumer expectations, coupled with pricing practices that are considered predatory on the part of Business-Class. We respectfully request a full refund of our payment.We trust that you will review this matter and resolve it in a fair and timely manner. We appreciate your attention to this ongoing issue and invite you to contact us at your earliest convenience. Sincerely,

  

  Business Response

  Date: 05/10/2024

  On September 22, 2023, ************************************************ purchased 2 mixed-class multi-city tickets from *******, **, using the services of Business-class.com. The Terms and Conditions, including the non-refundable nature of the tickets, were duly disclosed (see attachment 1). Subsequently, the **Tickets were issued and sent to the customer's email address on file.
  
  On November 28, 2023, the passengers did not show up for their flight to *****, resulting in ********* Airlines marking their booking as a No-Show, as evidenced by system remarks (see attachment 2). Consequently, the customer was informed that their booking was marked as a No-Show due to not canceling the reservation before departure. We informed them that we could inquire with the airline about the possibility of an exception that would allow the exchange of their tickets. However, the exchange would be subject to the airline's applicable penalty and any price difference, with the tickets' validity for usage until September 22, 2024. The agent provided the customer with multiple exchange options, but they refused to cover any price difference quoted to them (see attachment 3).
  
  In conclusion, the customer was fully aware that the product was non-refundable, as agreed upon at the time of payment. If the customer has a medical reason, they are welcome to contact the agency and provide the necessary documents so we can apply for a refund exception with the airline. Otherwise, no refund is applicable in this case.
  

  Customer Answer

  Date: 05/21/2024

  Hello -

  I was traveling and unable to get to this in a prompt ******. The issue at large is because of the predatory behavior of not finding any comparable flights across the globe over a period of 1 yr with no restrictions on our end without them charging us an additional 4k. We would like to use the funds but not at the additional cost of 4k. Hence us wanting the refund.

  

  Business Response

  Date: 05/27/2024

  The customer initially purchased a highly discounted fare last year, which is no longer available on the same airline, leading to the substantial fare difference. This price is dictated by the airline's available fares, not the travel agency's preferences. The agent provided accurate information and sought the most suitable and cost-effective options, ensuring that the fare difference and fees did not exceed the original amount paid. The exchange process, unlike purchasing a new ticket, imposes multiple restrictions. Despite our efforts, the customer has refused to proceed with any of the provided options. Unfortunately, the tickets are non-refundable, as previously disclosed. The customer is invited to contact the agency to pursue the exchange of the ticket, and we will be more than happy to assist with their inquiry. Thank you.