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:03/25/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Dear Sir or Madam,
  
  On July 27, 2023, I contacted the US-based company, airlinesticketpolicy.com, to request their services to change my name on my airline ticket (United Airlines reservation ******) because the United Airlines website accidentally added my suffix (PhD) to my last name, thus changing my name which then no longer matched my name on my passport. My husband, ***** *******, paid for this service.
  
  When I returned from my trip, I telephoned United Airlines on August 8, 2023, to ask if I needed to pay for a name change service and the United Airlines representative said "No, this service is free". The United Airlines representative asked for the toll-free telephone number of airlinesticketpolicy.com, called airlinesticketpolicy.com while I was on hold on the call to United Airlines, and I received an email from airlinesticketpolicy.com on August 8, 2023, that my husband's VISA card would be refunded for this service within 15 business days.
  
  The refund was not made and, after several telephone calls made to airlinesticketpolicy.com in the autumn of 2023, in which I requested the status of the refund, I received another email on January 5, 2024 stating that the refund would be made in 15 business days. Please see attached pdf document of the email exchanges between airlinesticketpolicy.com and me between July 2023 and February 2024.
  
  The refund has, to this date, not been made. I ask the Better Business Bureau to intervene on the grounds of business malpractice. A business cannot promise a client a refund on several occasions, write to the client that the refund has been made, and not make the refund. I emailed this company on March 12, 2024 asking for my refund for my husband. (My husband is a Belgian national and while he speaks English, it is easier for me to deal with US-based administration because I am American). There was no response to my email.
  
  Please, could you help me to resolve this situation.
  
  
  
  Sincerely,
  
  ********* ******** 

  Business Response

  Date: 04/25/2024

  Response taken by phone:

  THE REPRESENTATIVE FROM AIRTICKETPOLICY.COM SAID THAT THE PUT THE REQUEST THROUGH FOR $249.99, BUT THE CUSTOMER WILL NEED TO CONTACT THE AGENCY WHERE THE RESERVATION WAS MADE.

  Customer Answer

  Date: 04/30/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did not make this transaction at one of this company's agencies.  Rather, I made it on the telephone with a representative at this company using their toll-free number ************.  It is thus impossible for me to go to an agency to resolve this situation.  I ask that the money that my husband paid for this company's services be reimbursed to my husband's credit card.

  Thank you in advance.
  
  
  
  Sincerely,
  
  
  
  ********* ********