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:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a formal complaint against BenefitHub for deceptive airline ticket booking practices. On June 8, I booked a flight for my family of seven, scheduled for June 21 to June 28. At no point did the website indicate the tickets were non-refundable or classified as "Saver" fares. After completing the booking, I immediately emailed BenefitHub to confirm our seating arrangement. I was told I would receive a call, but this never happened. On June 11, I called to change my return date due to a medical appointment and was informed for the first time that my tickets were non-refundable. During that same call, the agent mentioned a flight available on June 28 with seats for my family and said he would check the cost difference, but I never received a follow-up. Despite multiple attempts to resolve the issueand taking screenshots proving the lack of refundability disclosureI was repeatedly told refund policies are only revealed after payment is accepted. One agent stated I should have checked their terms and conditions to find this information, rather than seeing it during the booking process. BenefitHub misrepresents flight details, fails to disclose refundability before purchase, and refuses to allow reasonable changes even when I am willing to pay. Their deceptive practices cause financial harm.

  Business Response

  Date: 07/11/2025

  To Whom It May Concern, 
  
  BenefitHub has been around for 25 years and has a long track record of providing tremendous benefits to many thousands of customers.  ******************** provides its customers with access to a third-party travel platform, ******************.   
  
  Upon learning of the subject customers issue, ******************** ************* contacted ****************** and was informed by ****************** that the customer purchased their tickets on June 8th from a travel consolidator, which type of ticket is non-exchangeable and non-refundable unless canceled within 24 hours and involves the assignment of multiple seats at a time later than what may be experienced with other types of tickets.  It is widely known that travel consolidators are?companies that buy airline tickets in bulk from airlines and resell them to travel agencies or directly to consumers at discounted rates.?It is also widely known that the discounted tickets do come with restrictions, such as non-refundability and unavailability of advance multiple seat selection.  Travel consolidators can be a great way to save money on flights, but it is crucial for consumers to do their own research regarding same and understand the potential limitations before booking. 
  
  ****************** also informed BenefitHub ************* that the customer first reached out to ****************** for assistance on June 11th 3 days after booking their tickets - and that ****************** was subsequently in touch with the customer at least 15 times between then and June 21st, after which nothing further was heard from the customer.  During those interactions with the customer, ****************** apparently reiterated to the customer that there was no call before the booking or request to have specifically a refundable ticket prior to booking, what was booked online is a restrictive ticket and there was no cancellation request made within the 24-hour cancellation window.  During those interactions with the customer, ****************** furthermore apparently advised the customer that, if they have any documentation of mitigating circumstances for use in pursuing a waiver of some kind, ****************** would be happy to submit it to the airline.  Again however, nothing further has been heard from the customer.  ****************** has advised, as well, that their systems did show that the customer was able to arrange all of their seat assignments for both legs of their trip.  We welcome any additional feedback from the customer, but we do believe that this matter is now closed. 
  
  Thank you for your attention to the foregoing, 
  
   BenefitHub 
  

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my disappointment regarding the poor level of service I have experienced with Benefit Hub. It has now been over a month since I first contacted team regarding my refund request, and despite multiple follow-up emails, I have yet to receive a proper response. My inquiries have largely gone unanswered, and when I attempt to call, I receive mixed and conflicting information from different representatives, leaving me with no clear understanding of the status of my refund. This experience has been extremely frustrating and unprofessional. I expected much better communication and accountability. As a paying customer, it is unacceptable to be left without a resolution for this long.Ive cancelled hotel reservations within the cancellation period. 3/31/25 and still have not received my refund.

  Business Response

  Date: 06/20/2025

  
  To Whom It May Concern,
  
  BenefitHub has been around for 25 years and has a long track record of providing tremendous benefits to many thousands of customers.  ******************** provides its customers with access to a third-party travel platform, ******************.  BenefitHub ************* contacted ******************* regarding the subject complaint, and was informed by ****************** that they are unable to locate the customers booking.  ******************** ************* has since called and emailed the customer several times regarding the foregoing, but has not received a response from the customer.  We look forward to hearing back from the customer, supplying the missing information to ****************** and seeing the complaint resolved.
  
  Thank you for your attention to the foregoing,
  
  BenefitHub

• Initial Complaint

  Date:04/25/2025

  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.

   
  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:02/04/2025

  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 booked a flight to ****** in November 2023 through my job benefits website which suppose to give discounted flights. I was unable to take the trip based on health reasons. Benefits hub said they could only issue me a credit but it would have to be used within that year. Within that year my doctor was still advising that I not fly. I sent in doctors notes. Benefits hub then said I should contact *************** to see if they would extend credit or give me a refund. I spoke with *************** representative they said the trip was split into two tickets one for going and one for returning. According to united ticket ************* was fully refunded by united, which amount is already reflected in your account. But for ticket they would have issued a full refund as well but it was showing ************* was refunded by your travel agency (BenefitHub) it is showing in our record showing refunded by travel agency so we do not have the details as they have done from their end. But benefit hub who I booked the flight through hasnt issued me any refund at all. Not the one united already issued and not the one they told united they gave. They been giving me the runaround and its been a year.

  Business Response

  Date: 02/14/2025

  To Whom It May Concern, 
  
  BenefitHub values each and every one of its user relationships.  The user here booked two *************** tickets through ******, a BenefitHub travel vendor.  Upon intervening in this matter for the user, ******************** now understands the following: 
  
  (1) the user was unable to make the trip due to health reasons and Mondee informed her that they could only issue a credit; 
  (2) Mondee subsequently suggested that the user contact *************** to check if they could extend a credit or issue a refund;  and 
  (3) according to ***************, one of the users tickets, #*************, was fully refunded to Mondee and with respect to her other ticket, #*************, Mondee had already processed a refund for it. 
  
  In summary, Mondee has obtained a full refund from ***************, but does not appear to be providing same to the user.  Nonetheless, in the interests of closing out this matter, BenefitHub has processed a full refund to the user in the full amount of said tickets, totaling $1053.19.  Should the user receive a refund from Mondee, ******************** asks that the user mail a check to ******************** in the amount of same in order to make BenefitHub whole. 
  
  Respectfully, 
  
  BenefitHub 

• Initial Complaint

  Date:11/25/2024

  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.

   
  Better Business Bureau:
  
  Thank you for your quick attention and follow up on this matter.
   
  I wanted to inform you that finally, this week, the BENEFITHUB tried to work out a resolution with me, and yesterday we finally reached a resolution. They were not able to give us the exact flight we originally booked, which they canceled, but were provided me with an alternative flight. 
   
  The proposed flight has one stop in ******* for the departing flight, in place of our original nonstop flight. This also cost me leaving my job 2 hours earlier to meet the new departure time which is 3.55PM, as against 5.35PM, and the return leg of the flight would also be landing in ********** instead of ** where we reside. Because of all these reasons, they proposed a $800 refund for the money loss, as well as the time this has cost us, and I received an email confirmation yesterday, 12/13/24 that the refund should reflect in my account in 1-2 weeks.
   
  I really appreciate your office advocating for us.
  

  
  

  Sincerely,
  
  **** *****-ohonsi He gave me correct # which pulled up the flights on the airline website (weird). He said he can correct the *** within 30mins, but if I cancel, it may take days, so h*** withdraw the cancelation. I agreed since it was almost past 24hrs, but when I didnt hear from him that night or the next day, I emailed. 11/20 he called that the only option is to cancel & rebook b/c they cant correct it. I refused saying its been 3 ************** may have gone up/unavailable. He said thats the only way. Luckily, I checked while I had him on and the flight was still available. He canceled & I rebooked same minute Order# *********. Got confirmation email that my order is processing. 3hrs later, I was told the price changed, I have to pay more. I refuted & **** told me I have to change my day or airline, which I reluctantly agreed to. He said itll take a few minutes, then came back saying what he confirmed few mins ago, is not possible. I asked to escalate this further, and Ive not heard back

• Initial Complaint

  Date:10/14/2024

  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.

   
  Complaint: 22414094
  
  I am rejecting this response because: the simple step of purchasing a gift certificate was extremely difficult and never actually given to me! I explained the extenuating circumstances to multiple customer service representatives the day of the attempt and the day after, which was the date of the special Anniversary Dinner. I expect higher quality customer service. Especially when I was purchasing a $500 gift card. 
  

  the more than 22 emails in addition to phone calls about this that reflected a complete lack of review and comprehension of my issue was unmatched on each and every email/call! 
  Ive never in my had the communication issues with a customer service or any other business. 
  I believe I am owed compensation. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/23/2024

  To *************************************************************** Team contacted the applicable merchant, Runa, regarding this matter.  Runas response is below.
  
   [T]he payment is void and no payment was taken, it was pending and should have been reversed back by the bank.  Please advise the user to check this and if they are seeing the payment has not reversed back please advise them to contact their bank. No payment was taken from our side.
  
  BenefitHubs ************* Team, in turn, reached out to the user multiple times concerning the above.  To date, however, BenefitHub has never received a response from the user to confirm what Runa indicated and that this matter has been rectified.  Thank you very much for your attention to the foregoing.
  
  Respectfully,
  
  BenefitHub
  

• Initial Complaint

  Date:10/14/2024

  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.

  Company sold me tickets for Fronter Flight back in July. Sent fake confirmations and took my money and ended up costing me a lot of money to book a flight to get to my child on the day I should have had a flight I paid for. The flight that I paid for wasn't really placed with frontier. Total damages are over $1,000 to buy another flight because they couldn't provide a flight on the day i purchased a flight for. They tried to put me on a flight the next afteroon and wouldn't compensate for hotel, ***** and parking fees that would be added by doing so. I was never sent any cancelations or issues by phone or email. I found out my flight had a problem when i went to use the confirmation benefit hub provided. The airline said that benefit hubs corporate card was rejected and benefit hub should have fixed the issue months ago when the flight was booked.

  Business Response

  Date: 12/23/2024

  To *************************************************************** Team contacted the applicable merchant, Mondee, regarding this matter.  Mondee advised that it provided a refund to the customer.  ********************* ************* Team reached out to the customer concerning the foregoing.  To date, however, BenefitHub has never received a response from the customer to confirm what Mondee indicated and that this matter has been resolved.  Thank you very much for your attention to the foregoing.
  
  Respectfully,
  
  BenefitHub

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had booked a hotel room (6 months in advance) for **********, ** for August 7th 2024-August 10th. On the afternoon of August 6th, I was informed Charleston was in a state of emergency due to hurricane *****. My husband and I, had a concert and several excursions planned while we were there and all companies contacted us and told us they were refunding us due to the state emergency. We called the hotel, and the front desk canceled our reservation based of this emergency and told us no cancelation fees would apply. We spoke with Benefit hub, who the hotel reservation was made through, and they told us we would receive an email in 48-72hrs informing us the refund was processing. After no email, another call was made to Benefit Hub on 08/08/24, then again on 08/14/24, both times Benefit Hub stating the same thing, that an email should be sent in 48-72hours informing of my refund. It is now 08/23/24 and absolutely no contact has been made to me from Benefit Hub. I called again today and they still claim they're waiting on a 3rd party supplier. Even though I called hotel directly and they have already issued refunds to all their guests that booked directly through them. I am owed $637.30 and Benefit Hub will not give me my money! I had no control over mother nature and the state-wide emergency. Even after dealing with the ******************** of having a trip I had planned for 6months canceled less than 24hours before leaving, I now do not have my money returned and have called Benefit Hub four times now, getting no closer to them returning MY money. Times are tough and we saved for months to take that trip and I need the money back ASAP.

  Business Response

  Date: 09/25/2024

  This response is with regard to BBB Complaint # ******** (re: ******* St. ****).  BenefitHub, Inc. has investigated this matter and has found as follows:  This Consumer's matter was already resolved -- including with a full refund -- back on August 25, 2024, and attached is a screenshot-record of the original communication to that effect made directly to this Consumer.  Separately, BenefitHub itself also attempted to inform the Consumer about this via both email and voicemail, but without any known response from the Consumer.   

• Initial Complaint

  Date:07/18/2024

  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.

  I booked my reservation July 14, 2024 and I noticed i didnt get a confirmation number so I called and was told that they were having system issues therefore no reservations are going through. I was told that my card would not be charged but later that night my card was charged and had been in a pending status since then. Then I noticed I kept getting notifications from my bank that they were trying to charge my card again for the same transaction. Everytime I spoke to someone they said no payment went through and to call my bank. Well I contacted my bank and I put them on a 3 way call and my bank told them the payment was approved and it should not still be in a pending status and to not charge my card again. They canceled my reservation stating that it was a lack of payment and I told them that if I lose my reservation and the rate becomes higher that they would need to accommodate due to their system issues and inconvenience. The reps stated they cannot guarantee and they insist on saying there was no payment on their end. They do not care and they talk over you. The billing department tried denying that they had system issues and stated that other people made reservations the same day with no problem and tried to blame me and my bank but I let him know that I recorded every phone call since my transaction. So from the looks of various complaints it sounds like this company is stealing people money. They had no business canceling my reservation.

  Business Response

  Date: 07/19/2024

   

  BenefitHub, Inc. values all its clients and customers, along with all feedback regarding our products and services.  Our site serves as a third-party employee discount marketplace.  Our product is provided to our clients/employers, through which such employers may provide third-party products as a benefit to their respective employees.  Our platform allows employees to access and purchase personally relevant benefits.  Once that individual selects the benefit of their choice, they are redirected to the vendors site, where they can make their purchase and/or reservation directly with the vendor. BenefitHub neither receives payment directly from an employee nor makes reservations on behalf of any employee.

  The Customer is likely an employee of one of our client employers who utilized our platform to make reservations directly with the Vendor and tendered payment with the Vendor.  Under this circumstance, we are unable to provide the Customer with the resolution of which they desire.  However, we will make a good faith effort to contact the Vendor regarding the customer's concerns.  The Vendor will contact the Customer and work directly with the Customer toward a mutually satisfactory resolution.  

  Should the Customer have any further questions or need additional assistance, we encourage them to contact our customer support team.