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:09/05/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 December 1, 2023 I purchased an airline ticket from *********** for the amount of $2,183.70. I purchase two tickets for me and my son, however my sons name was mis-spelled so I contacted the company several times to fix the name but I was told that it would not be possible. They advised me that it that was not possible and that the ticket could be cancelled and I gave my confirmation on that and proceeded to book another one for the same flight. I have an email from them in which they stated "Following your email, we inform you that the name cannot be changed after ticket issuance.However, you can benefit from a full refund of this ticket to purchase another one with the correct information.We are waiting for your return." So I had to purchase another ticket on January 10, 2024 for the amount of $2,381.00 under the impression that the previous ticket would be canceled and refunded. Weeks went by and I still have not received a refund. I contacted my credit card company to dispute the charge and they opened an investigation but they said that the *********** are not responding and I'm stuck with a charge of a service that I did not receive and was in fact informed that I would be refunded. My credit card then advised me that I file a complaint with this bureau.

  Customer Answer

  Date: 09/30/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Air Sngal regarding complaint ID ********.
  
  Sincerely,
  
  ******* ****
  

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My family of four purchased Air Sngal flights from *** to ***********. One day before our flight, we were notified of a 24 hour delay. Again, six hours before our departure time, we were notified of another 10.5 hour delay. Finally, 2.5 hours before the flight we were notified of a cancellation. We attempted many phone calls, drove to the airport to speak with them directly (and request a hotel voucher) and no response. It has now been four days since our original date of departure and we cant get through to anyone to discuss compensation. They have given us wrong phone numbers, phone numbers of other companies, and numbers to Air Sngal that refuse to compensate per their company policy. We have disputed our credit card charges, but are out thousands of dollars in lost trip expenses.

  Customer Answer

  Date: 08/29/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Air Sngal regarding complaint ID ********.
  
  Sincerely,
  
  *********************************
  

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Delayed departure from ** with Air Senegal and several flight cancelations on my return flight back to **. This affected my job, my son and my daughter losing out on four days of no pay for her summer job. I reached out to Air Senegal but the Supervisor/Manager was of no help and instead provided an email address to file complaints.

  Customer Answer

  Date: 08/01/2024

   

   

  To whom it may concern,

  My kids and I were scheduled to travel by Air Senegal on 6/28. The flight was delayed about 5 or more hours. When we finally boarded the plane, no food was served for the duration of the flight to *****. On our return scheduled flight, on 7/20 after arriving in *******, we were told there was no flight leaving for that day and it's possible we will leave the next day. They took us to a hotel which was about an hour drive from the airport. When we arrived at the hotel, no prior arrangements were made from Air Senegal to accommodate us. We had to wait until the hotel received the email. The next day as promised by Air Senegal, we did not leave but received an email that the flight is scheduled Wednesday. On Wednesday, the flight was canceled again, this time for Thursday at 4 am. These flight changes caused a lot of inconvenience to myself and my family. I lost out on vacation days. My son lost out on days for summer camp. My daughter lost out on an opportunity to make money during her summer job. 

  I am writing to formally request a compensation for the significant delay of my flight. This delay caused a considerable inconvenience and additional expenses for me.

  Thank you,

  ****** *****

  Customer Answer

  Date: 08/29/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Air Sngal regarding complaint ID ********.
  
  Sincerely,
  
  ****** *****
  

• Initial Complaint

  Date:05/23/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 ticket traveling from ***(jfk) to ********, ************(***) on 5/21/2024 at 1:30am. We were checked in, waited at the gate until 5am before someone could come out and tell us the aircraft has mechanical issues. They forced us to remove our luggage and for 3hours there was no one to give us any information regarding our travels; I called their customer service number, they were no help stating they dont know any information regarding the aircraft. They kept us at a hotel with no one to communicate with; and when asked about a refund they refused or had us going around in circles. There are still people stuck at the hotel from different states and no information. Air Senegal has been the worse experience Ive ever had with an airline. I will no longer be doing business with the airline.

  Customer Answer

  Date: 06/17/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Air Sngal regarding complaint ID ********.
  
  Sincerely,
  
  ******************
  

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 December 22, we departed *** to *** via *******. 7 of our suitcases were missing upon our arrival. We received the 6 suitcases late, with one missing. We reported this once in ******. We had food and other important items in that bag. That luggage was never received and one of the other baggies that arrived late had food that spoiled as it was received on December 26.For our return to ***, we departed BJL to DSS.On January 5th, we departed a flight from ****** to *****. We checked in two small bags. One never arrived.We departed on Air ******* on January 7 from ***** to ********. While at the airport in *******, we asked about our lost luggage and they could not track it down.Please help ** recover our luggage as it contains food and medicine for our children.Attached is the information. Our baggage tag number is: *********** Our suitcase arrived damaged two weeks after we arrived to ***. We have called and emailed for two months and have yet to get a response.

  Customer Answer

  Date: 03/25/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Air Sngal regarding complaint ID ********.
  
  Sincerely,
  
  ***** ******
  

• Initial Complaint

  Date:08/02/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 July 30th, I was scheduled to depart DSS (*************). Upon arrival at the terminal, I was informed that the flight was delayed for three days and I would be rebooked on a flight leaving ******* on August 1. I was offered no compensation or accommodations during this delay. When I arrived at the airport on August 1, I was told, again, the flight would be delayed another day to August 2. Without offering dinner or accommodations, I (along with many others) were stranded at the airport. Some people were offered a bus to a hotel more than 45 minutes away and arrived at the hotel to find no accommodations were secured and proceeded to return to the airport in the middle of the night. Today, August 2nd, the flight was scheduled to leave at 11am and I have already been told the flight was again rescheduled to 4pm. There have been no accommodations offered nor ********** elderly and have now run out of life saving medication. When calling air *******, they offer no help, when calling the US embassy I was offered no help.

• Initial Complaint

  Date:01/06/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 roundtrip itinerary from *** to DSS for March 5th 2023 through March 12th, 2023 for $372.15 with this airline on January 1st 2022. I cancelled the flight on January 2nd, 2023, less than 24 hours after I booked it, and they are refusing to refund me the full amount of what I paid. They are charging me a penalty fee of $180 USD, and only offering a credit of $149.95 instead of refunding me the full amount as required by ******************************* 24 hour rule.

  Customer Answer

  Date: 01/30/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Air Sngal regarding complaint ID ********.
  
  Sincerely,
  
  ******* ******
  

• Initial Complaint

  Date:01/03/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 scheduled to flight with Air ******* from *** to *** on 4 Dec to arrive in ******* via ***** on 5 Dec. Received an email on around noon on Sunday 4 Dec about the flight cancellation and that the flight will depart on Monday 5 Dec now to arrive on 6 Dec in *******. Since it was just for a day, i agreed with the new offer and changed all my travel plans. When i showed up at the *** airport on Monday 5 for early check-in, i found a crowded area and when i asked the airline agent what was happening, i was told that the plane will not be departing from ***, but from *** as we were supposed to make a quick stop there on our way to ABJ. We were all told that we will be bused to *** within the next 2 hours. However, the buses did not show up until after 10pm on that Monday 5. While boarding, we were all told that we will be catching the plane at *********** as they will be waiting for the passengers coming from ********* *** airport. Instead of taking us to ***********, the bus took us straight to a hotel we were all asked to get off because there we will not be departing on that day which was already Wednesday as it was almost 4AM. Some of the passenger refused at first to get off and after discussion, we all got to the hotel for the night. We finally managed to get to *********** on the night of Wednesday 7 Dec and finally were able to flight out on that night. I am requesting a refund of a portion of my ticket and compensation as due to time lost traveling, i was unable to visit my sister's grave due to time constraint while in ************** as i was only going for 2 weeks including travel time. With their poor schedule management, i ended up arriving in ******* after around 1 AM on Thursday which made it impossible for me to visit my sister's grave because i had prior travel arrangement to make it to the town where she was buried over 27 years ago. At least, i need a reimbursement for the leg from *** to *** because if i never made plans to flight out of ***.

  Customer Answer

  Date: 01/27/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Air Sngal regarding complaint ID ********.
  
  Sincerely,
  
  ****************
  

• Initial Complaint

  Date:11/07/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 paid for business class because I had surgery on both legs in February 11, 2022. We traveled to Africa on a cheap rented plane, no pod as advertised on their website, no inflight entertainment and most importantly, our seats were broken and the chairs did not recline. Because of the surgery, I am not to sit-up straight for prolonged periods of time. This was the same case for our trip from Africa. Im am in need of a full refund because what they advertised is not what we received. We had a 15 hour layover in ***** on our trip to *******, huge arguments broke out with passengers and staff and panic because the flight crew came to the airport and left because there was no plane for them to carry us one hour to *******. I had to walk up stairs to the plane instead of walking directly through the walkway to board. I have a cane because of my arthritis and this was extremely painful and difficult to do. My legs stayed swollen the entire time that I was in ******* and now that I am home and because I had to sit-up straight for more than 18 hours, they are worse!I need a complete refund of our funds because NOTHING advertised was given us and as a matter of fact, while in Africa, I had to make an appointment to see my doctor in the US because of the excruciating pain and extremely high amount of swelling I endured because of the discomfort and inconvenience of traveling on this airline. My husband has anxiety and on the flight home our seats had to be separated because both were broken. I also suffer from rheumatoid arthritis and because of this, this flight experience has caused a lot of pain for me.

  Customer Answer

  Date: 12/01/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Air Sngal regarding complaint ID ********.
  
  Sincerely,
  
  ******************************************
  

• Initial Complaint

  Date:11/04/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 an airline ticket from Air Senegal 0n 03/11/22 for $1099.97. Ref- ******* TICKET *********.However, i was not able to travel then. I informed them on 05/08/2022 they cancelled the ticket after charging me $20.00 administrative fee with the assurance that balance less cancelation fee of $180.00 will be refunded to my credit card.Since then despite numerous phone calls, emails I have not received my refund. I am paying interest on the card yet no refund. When I reschedule my trip in September instead of giving me a credit I was forced to buy a new ticket . (2)On June 12 I made a new booking- ****** 08/29/2022 return 09/29/2022. Air ******* lost one of my luggage between *** and ********* and despite phone calls /emails I have still not recovered my luggage from them. After two weeks their agent in ********* WI airport. sent me a wrong piece of luggage despite my description's pictures and email. I contacted them and the Agent said I have to return the wrong box at my expense before they can look for my luggage. a month no luggage, wrong box. in my house (which obviously belong to someone else. After repeat phone calls and email to their *** agents someone finally called. What she told was so outlandish that the manager at Air ******* said I should return the wrong piece of luggage at my expense and then put forward a claim. However, I should also be aware that there is no guarantee they will refund me back. I desire them to give me my refund including compensating me for all the interest I have paid over six months . My luggage they must compensate me not only for the loss but the distress and anguish. This wrong box they must make arrangement to remove it from my place. Thank you very much for helping me to bring closure to these two pressing issues. I appreciate you helping in this matter.Thanks very much ***********************************