Complaints

This profile includes complaints for Clear's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Clear has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Clear

  65 E 55th St Fl 17 New York, NY 10022-3414

• 

  Clear

  85 10th Ave Fl 9 New York, NY 10011-4768

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:08/05/2025

  Type:Sales and Advertising 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.

  Two months ago I tried signing up for Clear with a new email address. I had used them before, and they were offering a discount if I signed up using this membership I have. Because I had an existing account with a different email, I wasn't able to take advantage of the membership discount and then somehow had multiple accounts created. When I called the customer service they said that none of my accounts were active so that I wouldn't be charged. Now I am getting charged an annual fee of $199. The first charge didn't go through and I emailed their member email right away to cancel my account. The second time is in the process of going through, and it's impossible to reach anyone on their end who can help either by phone or chat. I did do a phone tree / automated service that said my account was "canceled" but that doesn't mean I am going to be refunded. Not sure how to proceed since they don't have humans to talk with.

  Customer Answer

  Date: 08/05/2025

  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 and the matter has been resolved. The charge for $199.00 was reversed overnight after speaking to the customer service person via chat. 
  
  Sincerely,
  
  ** ********
  
  
  
   
  
  

• Initial Complaint

  Date:07/21/2025

  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.

  Was approached by sales *** from Clear and, was given a 'free trial' and was told we'd both get emails to cancel. This didn't happen and they charged the credit card by over $300. Refund the money immediately.

  Customer Answer

  Date: 07/21/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:07/01/2025

  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.

  Clear charged my credit card on 05.30.25 for $199.00 and I did not authorize this. Ive called for resolve but they ask me for a number that I nor the credit card company are able to provide. There is no proof that I made this charge. I cannot get any help to get this removed or to find out what it is for.They tell me that they cannot help without this number so I am at a loss of how to get a refund for this.

• Initial Complaint

  Date:06/30/2025

  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 charged multiple times for CLEAR memberships I never used and did not authorize for renewal. I have in writing, an email that states I will receive a refund for these overages. The total overcharge amounts to $537.I spoke with a representative named ****** *., who was extremely helpful and confirmed both verbally and in writing that I am owed a total refund of $537. She explained that her supervisor would need to issue the final refund of $537. However, the refund has not been processed, and my follow-up emails to ****** ** have gone unanswered.I am seeking a full refund of $537 as confirmed by CLEAR, and a resolution to this matter.

  Customer Answer

  Date: 07/25/2025

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

• Initial Complaint

  Date:06/30/2025

  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.

  May 21st I traveled from ***** ** to **********. A man pulled me out of line indicating that he could get me through the line faster. As I'm getting through the line he's telling me about a new service, ClearMe. He asked me if I wanted to purchase the service. I replied no and he gave me a phone number and a time limit should I change my mind. At one point he took my passport, put it in a machine and that didn't work so he had to take my credit card. At the time I thought it was just to get on the plane, but now I'm thinking that's how he got access to my credit card number and subsequently Clearme has 1. Attempted to charge me for their service but my credit card caught it and called me. The credit card company was suppose to block ClearMe but now this billing cycle I have a charge from ClearMe. I don't know if the entire company is fraudulent or if the employees get compensation for signing up new customers. Desired Outcome: 1. ********************** to stop trying to charge me2. Investigate what emploee is trying to charge me and hold that person responsible or if 3. The ClearMe is disreputable to have them held accountable for the attempted fraud.

• Initial Complaint

  Date:06/27/2025

  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.

  I reactivated my Clear+ membership for the full price of $199 because it wouldnt let me link my ************** account for the discount beforehand, but after I paid, it still wont let my link my account. I have tried multiple times to reach this company via phone, online chat, and email, but their customer service is nonexistent.

  Customer Answer

  Date: 07/22/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Clear has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:06/26/2025

  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.

  My son and I were walking through ************** on June 12, 2025, when we were approached by a young man that said the *** was giving away a free trial for travel. Although the airport was empty, we foolishly took him at his word that the government was somehow offering something for free. We agreed to share our biometric data as he quickly advanced us through the screens - he literally moved from one kiosk to the other efficiently and prompted to add data when needed. We were clearly lied to as we learned that this was not the ***, but a private company. I have a freeze on my credits and have rarely $199 charge appeared on my credit card, which I did not share on the Kiosk. I shared my social security number, personal details (such as address, email, phone), my license, and biometric data. ******************** must have used my credit card details from a credit check to charge my card. I am so careful with sharing my information - I have had a freeze on my credit for years, have avoided social media, and do not share my phone, and give a junk email out to avoid issues (yahoo account). This was a fraudulent and deceptive experience in which they pretended to be a government *** Program to get us to share our private data and information. I contacted my credit card company to let them know of the fraudulent charge.

• Initial Complaint

  Date:06/16/2025

  Type:Order 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 paid the annual subscription (of $199 per year) for Clear Plus. Today when I tried to use the service at the airport - they were not able to let me in because they couldn't enrol me in with my permanent resident card. When I enrolled this wasn't an issue. So I paid for it but they couldn't provide me any services.

  Customer Answer

  Date: 07/11/2025

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

• Initial Complaint

  Date:06/11/2025

  Type:Billing 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 was approached by a Clear member at the security line at the airport. She hustled me over to a kiosk and told me that she was going to show me how Clear works. I actually wasn't at all interested but she pressed me saying that it would cost me nothing. She told me that I wouldn't be charged but that she would give me a one time clearance. I was later charged $199 for a service I do not want and will never use. I almost never fly. I am a ********** person. I tried the online chat but no one responded. I tried **************** phone number - interminable wait. My cc company says that I will have to report this charge as fraud and get my card cancelled and a new one issued. As much of a PITA that is I have no other option. I

  Customer Answer

  Date: 06/11/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** **********
  
  
  
   
  
  

• Initial Complaint

  Date:06/11/2025

  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 mother, who recently passed, was diagnosed with cancer, so I was traveling from ** to ** often. One time on my return to **, I was approached by a representative of Clear at *********************************** at ********** late in the afternoon on May 20th, wanting me to try this service out. They assured me that I was not going to get charged one bit, which I was sort of looking to try this service out prior, but heck, if it was going to get me to my flight quicker, I thought why not? I filled out all the things on the kiosk; they wanted me to provide a CC for the initial intake, which I should have seen as a red flag, but I thought, with this being a company at an airport, it should be trustworthy. I did ask multiple times will I would be charged, and they confirmed I would not be. I completed the application and got to my flight quickly, which I was running late for. I was skeptical that during this time, I was not sent one bit of information through any medium, nothing via text, nothing via email, nothing even through postal mail. I then flew back down to *******, but this time I had used LGA, which they don't partner with Clear While I was down in *******, my mother passed away, and on my drive back, which was June 3rd, I saw a notification that Clear charged my credit card for $199. I did not get any email receipt welcoming me, informing me about this program, so I had called up Clear the other day and left a voicemail requesting a call back. It has been a week since I have not heard from them. I am then trying to interact with their interactive chat on their website, which I have spent numerous days waiting for hours for an agent to not show. This company is straight-up scamming its customers by ********** them and not offering them any support to rectify this. I would just want to get refunded the $199 that they illegally took from me, cause I was told that I would need to confirm my subscription yet I never did.