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:08/23/2022

  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 an ifly reservation on Saturday, August 20th at 1200. Due to a last minute military commitment (reserves), I was unable to attend as planner. I requested a reschedule or refund after the appointment but it was denied. This ifly ticket was a gift from my spouse as a wedding anniversary present. I don't think I should be penalized for my military service and not allowed to reschedule my visit nor permit my spouse to receive a refund.

  Business Response

  Date: 09/27/2022

  *** ******’ reservation on 8/20/22 at 12pm, had previously
  been rescheduled 3 times within a timeframe close to his reservation. *** *****s’ call on 8/20/22 to reschedule his 8/20/22 flight was the 4th time to reschedule and was within 48 hours of his scheduled reservation.
  
  On the 5th flight reschedule, the General Manager, reiterated our rescheduling
  policy, as stated on both the customer’s four prior reservation confirmations
  and our website ********************************** *
  Flight
  Rescheduling/Refund
  
  At least 48-hours prior notice required to reschedule or refund any reservation.
  With less than 48-hours prior notice, reservations are nonrefundable.
  As a courtesy, iFLY may elect to reschedule such reservations, but shall do so at its sole discretion and may require the payment of an administrative fee.
  Flight reservations may only be rescheduled under the same terms as the original reservation’s pricing and applicable restrictions.
  Reservations rescheduled within 48-hours of original reservation date are no longer eligible for a refund.
  Customers with repeated cancellations or no-shows may lose flight privileges.
  iFLY cannot be held responsible for missed reservations as a result of extenuating circumstances such as transportation, weather, nor any other reason outside of the control of iFLY, nor for expenses related to scheduled reservations.
  
  The General Manager communicated to *** ****** due to the
  multiple reschedules without adequate advance notice, the customer had become
  ineligible to continue to reschedule or receive a refund.
  
  However, as a means to accommodate and show our appreciation for the unique
  circumstance of *** ******’ service in the military reserves, rather than fully
  enforcing the policy, the General Manager went a step beyond to provide a
  positive customer solution. The General Manager instead provided *** ******
  with a voucher replacement for the flights which will allow him to schedule a time
  that works better for them in future. Explained the voucher would be sent to
  *** ****** via email. The voucher was emailed to *** ****** via the iFLY DCMD
  info email. We do have record the email and voucher were sent to *** ******.
  
  We believe an amicable solution has been provided that
  addressed the customer’s request and provides *** ****** the opportunity to use
  the voucher to schedule a future time that will better suit his needs.
  
  Please let us know if we can provide additional information or assistance to
  resolve the complaint. 

  Customer Answer

  Date: 09/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************