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:06/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a trip to ***** through this company months ago. The airline changed the time of the flight, Business ********* tried to change the dates for our trip and that didnt work for us. After many nonsense emails back and forth with their agents a supervisor gave us the option to get a refund which we took.This was on April 19 and when I asked how long it would take he said the refund usually takes from ***** business days for it to be processed, and after the carrier processes it might take from **** business for the amount to be posted on the original form of payment. We followed up 6 weeks later and he asked to give him until June 6 to give us an update now its 20 days later and more than two months after the request and we havent heard anything.At this point we just want the $6,588.06 we paid back once and for all.?Please let me know if you have any questions or need any additional information. Thanks

  

  Business Response

  Date: 07/06/2023

  We acknowledge and apologize profusely for the delay. The booking has been in our refund queue for a while, in expectation of a waiver code from Egypt Air to refund the non-refundable tickets. The airline has yet to respond, despite our numerous reminders and follow-**** We have escalated the request to the account manager within Egypt Air and hope to receive the refund authorization any day now. We thank the customer for their patience and understanding. 

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20246332
  
  I am rejecting this response because:
  The response is not satisfactory. We just want to get our money back and there has been more than enough time for this by now.
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/13/2023

  A refund has finally been approved and is currently on queue. The customer will receive the credit on the original form of payment within standard processing time. Our repeated apologies for any inconvenience. Thank you.

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20246332
  
  I am rejecting this response because:
  We still havent  gotten the credit.
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/28/2023

  Full credit was duly processed on July 19th. Evidence attached.

  It would take **** business days from that point to hit the customer's account, so they very likely will either receive it very shortly, or have already received it.

  Thank you.

• Initial Complaint

  Date:03/09/2023

  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.

  We booked flights through business class and then right before our flight we got a call with all of our flight and payment information telling us our flight was canceled and we needed to rebook. They said they were canceling our United flights and booked us Delta flights - this cost us an extra $5000 dollars. They charged us an extra $1000 fraudulently. Our united flights never got canceled, so we canceled them and flew home. We have credits but they are tied up with the "agency" and when I tried to book a flight to use my credits they tried to charge me double what I could book on **********'s horrible and fraudulent, when I try to go to their website my browser won't let me go because of a phishing risk. I need a full refund - they have cost us thousands of dollars.

  

  Business Response

  Date: 03/13/2023

  The tickets that the customer purchased with ********************** were successfully re-issued by ****** Airlines per customer request on March 9th, 2023. They currently have confirmed bookings, and therefore no refund is applicable. The fake cancellations that the customer described have no relation to ********************** or anyone affiliated with us. By the sounds of it, the customer fell victim to online scammers they accidentally came across while trying to contact the airline. We can only suggest they check the receipts for the Delta tickets they were tricked into buying, and disputing the charges as applicable. And business-class.com, which is our website, is safe according to all major browsers and anti-virus programs that we know of. We checked. Thank you.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19562422
  
  I am rejecting this response because:
  
  The issue is less about the fraud charges which we are also addressing, however we were clearly put on a list or our information shared by business class because the phone number gets several spam calls a day  
  

  however business class locked me into needing to book with them to rebook our tickets because they held our credits hostage. When I tried to book with them they gave me prices that were double what was online so I would need to pay them even more money. When I asked for assurance on this and an escalation they ignored me and wouldnt call me back  forcing me to pay United $200 or $50 a ticket to release my credits  I expect at least $200 refund for these heinous business practices   

   

   

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

  

  Business Response

  Date: 03/17/2023

  Business-Class.com is fully GDPR compliant.Whatever information leak or spam calls the customer received, they did not result from anything in the travel agency's system, and likely leads back to the scammers the customer happened upon. 

  As for the tickets, there is no such thing as "releasing credit". Airlines will sometimes hesitate to exchange private fares issued by travel agencies, however these tickets were regular published ones, the same kind one would buy directly with the airlines. Any fees the customer paid ****** Airlines in the process were undoubtedly change penalties and/or fare difference, which the customer refused to pay when our Customer Support agents quoted them.

  To sum up, we are sorry for the ordeal the customers went through, but it was in no way caused by the travel agency, and no refund is due.

  Thank you.

• Initial Complaint

  Date:01/15/2023

  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 flight tickets from business-class.com for about $15,000. Simultaneously, I purchased their "protection" plan for about $900. Two days before my trip, I was diagnosed with a medical issue that required immediate emergency surgery and forced me to cancel the flights. The protection plan specifically states that if I give at least 24 hours notice and medical proof of my emergency surgery, they will refund my money. They offered me company credit. I want my money back like the protection plan says. They have given me no reason why they have refused.Please let me know if you can help.Thanks.*****

  

  Business Response

  Date: 01/24/2023

  According to records, the customer was issued a full refund on the refundable KLM tickets, and a travel credit for the non-refundable United tickets. That travel credit is currently being put to use on the customer's next trip. Our apologies for any delay or inconvenience. Cancellations due to medical issues tend to take longer to process. Thank you.

• Initial Complaint

  Date:01/11/2023

  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.

  In November 2022 I searched Kayak for tickets from ***** to **** and was directed to what appeared to be a good deal at Buisiness Travel Group, LLC (BTG). When purchased all flights were linked (Air Alaska to ******* and Lufthansa the rest of the way). When checking with Lufthansa I noticed the first leg was missing. I called BTG and their response was "oh, that flight is cancelled". That was a lie, I checked the Air Alaska website. Eventually BTG came through but the tickets were not linked together meaning I was responsible for being in ******* in time to make the Lufthansa connection. The night before Air Alaska emailed me to tell me their flight was cancelled. The only remedy available was a Delta flight to *******. It cost me $1525.20 for 2 tickets. BTG's response is that was tough luck . I purchased linked tickets and they are responsible for messing it up. They should pay for the fix.

  

  Business Response

  Date: 01/13/2023

  Last minute irregular operations such as the cancellation of the Alaska Airlines flight are entirely under airline responsibility. While we understand the customer's scramble to make alternative arrangements, expensive as they were, and get to their international flight, the travel agency cannot be held liable for the airline's failure to deliver the service. We will, however, refund the customer the unused Alaska Airlines portion, valued at $189.00 per passenger, as soon as we receive the credit from the carrier ourselves. We thank the customer for their patience and understanding during the process.

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18721232
  
  I am rejecting this response because: The response fails to explain why I paid for a trip where the flights were linked as was shown on the original invoice.  Business-class.com lied when they told me the original flight was cancelled.  When they rebooked I ended up with split tickets meaning I had to get us to ******* on time to make the Lufthansa connection.  They sold me one thing, delivered another and it cost me $1525.  Minimally they owe me that.  If they can provide an explanation on why I received a split trip I'd like to hear it.  Otherwise I stand by the statement that they lied to me and cheated us.

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

  

  Business Response

  Date: 01/24/2023

  There must have been a misunderstanding. The customer did initially book a through fare, however the 1st segment AS2095/20DEC22 was cancelled in the reservations system prior to issuing. Not the flight itself, just the segment, which is often referred to, albeit incorrectly, as "the 1st flight" on the itinerary. Still, this was discovered within days of booking, and the customer was immediately offered an alternative as a separate booking on AS, which they confirmed and agreed to. The travel agency obviously paid this separate booking entirely, but the events that happened afterwards resulted from the actual cancellation of the ****** flight, and went beyond any reasonable control of the travel agency. Thank you.

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18721232
  
  I am rejecting this response because: I purchased a round trip from ***** to ****, not a trip from ***** to *******, ******* to **** and **** to *****.  When BTG send me the confirmation I checked in with Lufthansa and noticed that the flight from ***** to ******* was missing.  I then check Air Alaska and saw that there was plenty of availability on that flight.   When I called BTG, I was told that flight had been cancelled (not a misunderstanding but a lie).  I told them I wanted my money back and they asked for time to fix the problem.  They called back promptly and voila, the had tickets on the flight that they said was cancelled.  I did write them about the potential problem if the ***** to ******* flight was interrupted but they never responded.

  So, they sold me one product, messed it up, lied to me about it and almost ruined the trip.  It cost me $1525.20 (2 Delta invoices) to correct it.  They did not deliver what they sold me and should be responsible for the costs incurred fixing it.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/21/2022

  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 bought very expensive business class tickets (over $11,000) for a cruise, and then the cruise cancelled, so I had to cancel the flight. I'm told the tickets are 100% non-refundable even though the trip is months away. I can understand some sort of a penalty, but a 100% penalty is outrageous.

  

  Business Response

  Date: 11/25/2022

  The customer purchased 2 non-refundable airline tickets with Business-Class. These Terms and Conditions were disclosed to the customer prior to purchase and he agreed to them by completing the booking. The fare rules are set by the airline and are not subject to negotiation, regardless of whether they were purchased days/months in advance, or whether they were booked through an agency or directly with the carrier. The cruise the customer is referring to must have been purchased through a different company, as we have no records of it, and it regrettably has no bearing on the airline tickets. The customer can still make use of their credit to change their travel dates or routing as long as they cancel before departure and re-book within validity. Thank you

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18446503
  
  I am rejecting this response because:  This is a racket and is intended to be a racket.  The flight is months away, and the seats will be resold at 100% profit. The response fails to mention that the amount of the tickets is $11,700. That is 100% lost.  This is no small amount. A normal business might charge some penalty or cancellation fee, but not 100%.  There is no reason for ANY consumer to ever take such risk.  This is tantamount to gambling and losing all your money.  Travel should not be like this, but it has become one of the dirtiest, shadiest industries.

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

  

  Business Response

  Date: 12/09/2022

  The customer's dissatisfaction seems to pertain more to the nature of modern day airline policies, rather than to anything the travel agency has done. Non-refundable fare rules can be overridden only in a few select cases, such as a cancellation or major delay of a flight of 4+ hours, which so far has not occurred. The customer is invited to keep an eye on their booking for such a change, and if all else fails, at the very least call us and cancel the reservation before the scheduled departure date. They can still use the credit to book new tickets within validity, which is a far cry from calling the substantial amount "100% lost". Thank you.

• Initial Complaint

  Date:10/23/2022

  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 purchased a round trip flight to ****** from ************* in early 2022. I insured the flight. I cancelled the trip due to Covid concerns. The company issued a refund by way of a 'voucher' and told me I had to use it within 1 year.Well, over the last 2 months I have been trying to rebook the flight with the company and they have done nothing but give me the runaround and have been unable to secure a ticket/flight for me. I want to travel in December returning in January. At this point, I simply want my money returned so I can book my own flight and not rely on them to book it for me.Time is of the essence now, as flights are filling up and it's clear that the company is unable and/or unwilling to assist **** have been trying to work with 2 customer service Representatives with the company, *************************** and ***************************.I have multiple emails from them with no results in ticketing my flight, just excuses.I appreciate any assistance the BBB can provide in resolving this problem.Thank you.******************* *********************** **********

  

  Business Response

  Date: 11/01/2022

  The customer was quoted several exchange options, which complied with Terms and Conditions of their travel credit, however they were all rejected due to substantial fare difference. Tickets are naturally more expensive around certain dates, and the travel agency has no control over the difference in fare. Nevertheless, an option was provided on October 31st, which the customer agreed to, and the new tickets should be issued asap. Thank you.

• Initial Complaint

  Date:10/14/2022

  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 engage this company to purchase premium economy tickets from *** to *****. Initially provided the tickets after taking my money then took the tickets back. Then they re-issued tickets that were in basic economy at different times. then upon contact, agreed to re-issue tickets in premium economy at an alternate time. Now they are sending me an itinerary that does not have upgraded seats. Basic economy add an alternate time that will cost me additional money to arrange transportation. They have not provided what they advertised, what I paid for and what they agreed to do. Their communication is poor and the tickets were nonrefundable.

  

  Business Response

  Date: 10/19/2022

  Records show that tickets were even-exchanged and the customer re-accommodated in premium economy seats. The new option had to be approved by the airline, which might have caused a bit of the delay. Thank you.

• Initial Complaint

  Date:10/02/2022

  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 thought I had paid for a booking yesterday at a certain rate and was informed today that the rate has increased and the booking has not yet been made. I could have made this booking independently but chose this business as it is generally well regarded. However now they are not responding to my complaint (or to me at all) despite my telling them to please go ahead and book at the rate that is current. No offer to fix the problem and as they have my consent and credit card info, I'm not sure if I should book independently now. So disappointing to have business done this way. I would like the tickets at the advertised rate on the days selected in premium economy cabin as this is what I thought I had already purchased

  

  Business Response

  Date: 10/03/2022

  Our apologies for the delay. The Ticketing team was understaffed over the week-end, and urgent itineraries had to be given priority. The tickets were issued earlier today and emailed to the customer at the confirmed price. The original price was unfortunately no longer available, but that is beyond travel agency control, as disclosed in the disclaimer provided to the customer prior to payment. Thank you.

• Initial Complaint

  Date:09/20/2022

  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.

  We have a travel voucher (#GJ59Q) that was issued to us on 08/11/2021 for $8,774.00. The ********* trip we had planned was cancelled due to Covid. The expiration date on our voucher is March 31, 2023. I have tried to contact our **** ************************** to book a trip using our voucher and have received zero response. When we called, another agent, ****, said he would reach out to ****** and get back to us within the hour. It has now been 2 days with zero reponse from either *************** Dash. We just want to use our voucher to book another trip or refund our money.

  

  Business Response

  Date: 09/26/2022

  The tickets were refunded per customer request, and they will receive the credit in 3-7 business days. A new voucher was issued for the non-refundable portion, which the customer can use at their leisure. Our apologies for any previous shortcomings. Thank you.