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:02/23/2023

  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.

  In June 2021, I needed to rebook a flight to *******. My original flight was through Lufthansa and when I called to change my flight, I was transferred to a representative at ************** named ***********************. He made the flight change for me and, as I had flight insurance, promised me a refund of $500 within 10 business days. My initial cost for the ticket was $1581.07, and I was charged an additional $1322.50 to change my flight. *********************** from ************** promised that the first part of my flight had been changed, but my return flight home was still present. It turns out the first part of my initial flight was never cancelled. In addition, because *********************** did not change the first part of my flight, my return flight home was cancelled without my knowledge. 3 days before I was to return home, I realized I had no flight and was stranded in *******. To remedy the situation, I had to pay an additional $1069.41 for a return flight home (without assistance from **************). I have been trying to get a refund for the extra charges I encountered (now totaling $2391.91) for over 7 months. I have had multiple phone calls with different representatives at ************** that continue to promise me a refund to cover all my expenses, and then they never follow up. During my calls, I have found out that *********************** was fired due to his negligence and fraudulent behavior with other customers. Another representative, *****, has also left ************** during the period I have been calling.The behavior of representatives strikes me as very fraudulent - it is rare that I am able to speak to the same representative and my emails are never answered. I was already stressed due to the multitude of problems on my trip caused by *************************** negligent and incompetent behavior. Now, I feel that I have been swindled out of $2391.91. Do not use ************** at any cost! You will not receive good service and may end up in a similar situation.

• Initial Complaint

  Date:02/21/2023

  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.

  I bought 1 round trip economy ticket to *********** for $1,589.94 on 6/2/22 paid in full. My flight was scheduled for 10/8/22, return flight 10/28/22. On 10/2/22 a few days before my flight phillipines airlines changed the flight schedule. I was back and forth with ASAP tickets on getting a new flight schedule/iteneray confirmed before my departure on 10/8/22. I somehow got in touch with or was transferred to a travel agent named ******************* of **************** **** said they were affiliated with ASAP Tickets and he asked if I paid for a ticket insurance. I said yes. he asked me to confirm my credit card #, the card I initially paid with and **** said my ticket was mistakenly canceled by representative at ASAP, he can reissue my ticket for $******. I was reluctant but he said don't worry since I have ticket protection I will be refunded the $******, just confirm that I accept the charge of ****** so they can "reissue my ticket" and I won't miss my flight. After I accepted **** sent me a flight itinerary with the booking ref# ****** which was the same exact booking number I had with ASAP. When I called ASAP regarding the ****** charged by Flightsassist.com they said I was scammed. **** said said never canceled my ticket and they are not affiliated with flight assist. I should request a refund with flightassist because they should never have reissued a ticket that was never canceled. Every time I try to get answers or to get a refund for the ******, **************** puts me on hold for hours and drop my calls. I fraudulent dispute with my credit card company but they can't help me as I agreed to the charges made by **************** under the guise that they were part of ASAPTickets.com After months now I still can't get anywhere with flight assist. I think this is a huge scam and I am helpless at this point. $****** is a lot of money to loose.

• Initial Complaint

  Date:01/31/2023

  Type:Billing 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 9th, 2022 I thought I was calling Lufthansa Airline but apparently was not. I needed a seat assignment on one of my legs of my trip. They charged me 149$ for a seat. I became suspicious when I couldnt get them to send me a confirmation email with my seat assignment. They just kept sending me my flight details with no seat assignment. I then called Lufthansa and they had no record of me buying a seat and they charged me 16$ for a seat. I asked my bank to stop payment on the 149$ because I did not receive a service. Now the company is calling me and emailing me threatening me with legal complications if I dont settle with them.

  Customer Answer

  Date: 02/25/2023

  At this time, I have been contacted directly by Flightsassist regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Flight assist affirms that I owe them money for a service that I did not receive. I emailed them that I was disputing the charge and asked for a written statement of the reason they believed I owned them money. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ***** *******

• Initial Complaint

  Date:01/17/2023

  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.

  These are the total disputed amounts, from the beginning starting Sept 17 $12517.25 l believed that l was talking to a Air Canada booking agent, l asked if this was Air Canada and was told yes this is Air ******.The first booking was made as a flexible ticket because one of my twin daughters was going through a difficult time getting her ** ***** and needed a passport, which needed a travel itinerary, so we booked knowing that the date would change.Over the next few days there were many phone calls and date changes. l noticed that the logo Flightassist and the names on my CIBC statement were not Air ******, so when l called l asked if this was in fact Air ****** and was told no, at which point l became suspicious that the tickets were not flexible because of the y and v.My last contact was on September 22nd at 2:46 pm PST. the supervisor told be because of the urgency he would make some calls and get back to me in 1-2 hours, l waited 1 hour then made several calls from my home phone (Did not want to tie up the cell phone), in the many calls l made l was (Put on hold), (Told the/a supervisor was not there and had gone home), (Another agent told me he could help, l told him L was waiting for the supervisor to call he said doesn't matter there gone), everyone l spoke to that evening were very rude and abrupt, probably for my many calls.At 6:55 on September 22nd we called CIBC and made a dispute, as no one had called back and my family were flying out the next day, the agent suggested we do not use the tickets, which we did not, it was not until September 23rd at 9:21 am. 3 hours before departure that l began to receive any calls, due to already making a dispute l did not answer the calls and l had already booked tickets the evening. They now said that we did not write to cancel, they twisted the complaint because was never given the opportunity to write. We never recieved any service we asked for The total amount above has been lost

• Initial Complaint

  Date:01/10/2023

  Type:Customer Service 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 12/7 we called royal jordanian airlines by googling the number to help change our flight also departing on 12/8. The number we found led us to flight assist and the employee named '*****' insinuated that we worked for jordanian airlines. He put us on a call for about 1.5 hours withought clearly disclosing that he is part of an agency and not the airline itself and that there is a $800 charge to change a flight that could have been change for $120 (the flight price difference). The whole thing was extremely deceptive and could be a crime under UDAAP.

• Initial Complaint

  Date:01/09/2023

  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.

  Called what I thought was Air Canada on January 8, 2023 and agent indicated that he was able to provide me the tickets requested at a cost of C$3589.60 He did not indicate that the Air ****** ticket was actually C$ ******* and that $1111.96 was their booking charge. When I asked why the price was higher than the Air ****** website, I was informed that that was a sale price for which all seats had sold out.

  Customer Answer

  Date: 02/03/2023

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

• Initial Complaint

  Date:01/09/2023

  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.

  Tried to contact Air Canada to get flights on Nov 3th 2022 for June 11 and June 18. Got somehow rerouted to FlightsAssist without knowing and them never identifying themself as such. Booked with them and told the agent exactly what i wanted but got the opposite. Contacted AC a week later to get told that we booked through a 3th party travel agency and that we had a Basic Economy Fare and that the dogs where never added to our flights. All through the following month we tried to contact Flighstassist to get all of this resolved to be put on hold or transfered for hours with nobody coming back to us. even one agent told me to contact my travel agency after i gave him my booking number and a resume of the situation, trying to make me go away. To be short, We got charged *******USD from FlightAssist for 2 ticket with AC for a round trip from ********* to Montral on a Flex Economy Fare that includes first checked bag per passengers and free seat selection, theses tickets are changeables with no fees, and 2 dogs in cabin (100$ per dogs per flights 400USD worth).What we got is priced at ******USD for tickets on a BASIC Economy Fare that DO NOT include any checked bags and DO NOT include seat selection, !!!! Are NOT changeable at all!! (we needed Economy Flex for a reason), and ultimately they DID NOT add the dogs to the reservation.(confirmed directly with Air ******). Also there where no mention whatsoever from the agent of any agency fees, I definitely would not have agree to any of this if it was the case. (I found that out while talking to one of the agent before he put me on hold forever). We cant go on these dates anymore, this is the reason we had to get Flex Fare. we are stuck with useless tickets.At this point we just want our full money back since they are unwilling to rectify their mistake, their agents are horrible and that we cannot keep the value of our flight to reissue for a later date. If this is not resolved we are considering going for a law suit.

  Customer Answer

  Date: 02/02/2023

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

  No attempt has been made by the company to fix the issue or to contact us. We have lost the value of the ticket and are down ****USD at this time because of this fraudulent company. We have decided to complain to government agencies and are considering a law suit.  We cannot allow these kind of business practices to be left unchecked.

  Thank you for your attempt on trying to contact the business on our behalf it is greatly apreciated. 

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

  
  

• Initial Complaint

  Date:01/03/2023

  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 26/22 I called supposedly a phone number I found in the Web for ******* Airlines in ******** where In traveling.I got connected to Flightsassist in ******** and talked with *********************** ti cancelled a flight ****/******** to ********/***** that I never bought from them but *************** without telling me they werent ******* or that I didnt buy my ticket from them, went ahead with the cancellation and told me there was a $****** dollars charge I gave him my card number to go ahead with the charge as I had to cancel the trip for health problems, my bank Chase send me a fraud notice and told me I had to approve it so the charge would go thru.After talking to ******* again they told me there was no penalty for this cancellation so I contacted *************** again by Email as I couldnt get him to answer the phone He answered back saying that there was no refund as I approved the charges I called my bank again and they told me the reason I got a fraud notice was because they were calling from N Y and the $****** dollars charge were going to travel junction.co.** and it didnt seen legitimate but as I said I approved it so it is in dispute now.My ticket with ******* are under 2 reservations:****** and ****** in case that you need them and are for 2 persons.Ill appreciate all the help you can give me and possibly other as Im retired and over 82 and even thought &****** dont seem to be much now a days they are good money to me.Thank you so much My Email is ********************** and my number here in ******** ************* that is Whatts App in case you need to contact me by phone Ill be here thru the end of February possibly

  Customer Answer

  Date: 01/30/2023

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

• Initial Complaint

  Date:12/27/2022

  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 thought I was calling JetBlue to cancel a flight. The man on the phone misled me to think it was jet blue and charged me $299 for a change fee. He made it sound as though that would be part of the money that I got back for a voucher.I happen to be sick with ***** and the man was hard to understand but he did not make it clear that this money was his fee.

• Initial Complaint

  Date:12/09/2022

  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 booked a ticket with them thinking it was ******* airlines, they were a third party flight agency. I booked a flight with them, however due to my health issues the doctors told me that flying is a high risk. I called the agency and provided the health documentations, they said they were gonna refund me the ticket but it has been more than 4 month and they did not refund anything. Every time I called them, they always put me on hold. Please help!