Complaints

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

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  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:08/26/2025

  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 am contesting a charge from CLEAR on August 25, 2025. I am filing a complaint with the BBB because this is part of a patter which I detail below. On April 28, 2024, while traveling from *** to MPS I was told by a representative of CLEAR that I was participating in a free trial and would not be charged without first receiving an email confirming I wanted to enroll.On May 13, 2024 I was charged $189.00 to enroll in CLEAR. I found my experience with CLEAR to be fine, but by no means worth the price of enrollment and had no interested in enrolling. I have not used their service since the end of this trial. I requested that CLEAR refund this payment, unenroll me and communicate to the representative who signed me up that she is misrepresenting your company policy. CLEAR refunded the enrollment fee and I received no further communication from the company until August 2024.On August 25, 2024, I noticed that I was just charged again today, this time for $199.00. I requested that CLEAR refund this amount as well and make a note that I do not wish to be enrolled in CLEAR. I reiterated my situation to CLEAR and informed them that I would appreciate them confirming that I would not be charged for their services again, as I had never expressed an intention to enroll in them. CLEAR took no action until I emailed them again on 8/30/25. On August 30, 2024, I again informed CLEAR that I had never indicated I wanted to enroll in their program and requested a refund. This time I was clear in wanting communication from them confirming their understanding of this. I was not refunded, and never received a response. To date, I've never received a response from them.On August 25, 2025, I was charged $209 by CLEAR. Because this is a repeated behavior by the company, I've disputed the charge with my credit card and am filing a complaint with the BBB.

  Customer Answer

  Date: 09/21/2025

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

• Initial Complaint

  Date:08/22/2025

  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.

  I was charged twice for Clear plus membership of $209 on my amex card. I filed a dispute with **** who saw the duplicate charge and credited me the one charge. Clear then cancelled my membership. I still have the one $209 charge (its a perk of the platinum card to be reimbursed for it so I was) . However I still have no membership to clear Clear claims there is a transaction number that begins with P that they need to remove the charge. There is no such number as I have sent them copies of my account with the transaction number next to it. Amex says there is no number beginning with a *************** is a scam. I have sent multiple emails and phone calls trying to get this fixed and they refuse to respond.

  Customer Answer

  Date: 09/15/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Clear regarding complaint ID ********. I have not been contacted since the original complaint and response they needed a transaction number that does not exist. 
  
  Sincerely,
  
  ******* *********
  

• Initial Complaint

  Date:08/20/2025

  Type:Customer Service 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 am filing a complaint against CLEAR regarding their complete lack of customer support and their failure to provide assistance with a basic account update. I have been attempting to update my phone number so that I can access my CLEAR membership before upcoming travel, but I have been unable to reach customer service through any available channels. I first tried on Sunday without any response. I called their customer service line and was placed on hold for over an hour, only to receive a repeated message about high call volume without ever being connected to a representative. CLEAR also claims that support is faster via chat or email. However, when I attempted to use the chat feature, the estimated wait time was listed as 15 minutes, but I waited well over an hour with no response at all. Email support has also proven ineffective. As a paying customer of *********************** service that markets itself as saving travelers time at the airportit is unacceptable that their customer support is completely inaccessible. I cannot update my phone number, which means I cannot log in to my account or manage my membership. The company is taking payment for a service that they are not allowing me to use or manage.Desired Resolution:Immediate assistance with updating my account information (phone number) so I can access my membership in time for travel.Assurance that customer service will be improved and accessible by phone, chat, or email, without unreasonable wait times.If CLEAR cannot resolve the issue promptly, I am requesting a refund of my membership fee for services not rendered.

  Customer Answer

  Date: 09/14/2025

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

  Customer Answer

  Date: 09/14/2025

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

  [Your Answer Here]

   The issue was resolved but the business never contacted me. I got a representative after five days trying to contact them.

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:08/20/2025

  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 purchased a CLEAR Plus membership July 18, 2024. As a Delta Gold Medallion member, I should have received a discounted rate, but I was charged the full amount.On July 24, 2024, I opened Case #******** with CLEAR Support to have this corrected. I was told it would be resolved within 35 business days. It has now been over a month with no resolution and no meaningful communication from CLEAR.Since then, I have followed up twice via email and three times via support chat. Despite my repeated attempts, CLEAR has made no effort to resolve the billing issue or provide a substantive update.This lack of response is unacceptable. I am simply asking for CLEAR to honor the correct Delta Gold Medallion discounted rate on my membershipor, if they are unwilling or unable to do so, to issue me a full refund.

• Initial Complaint

  Date:08/18/2025

  Type:Customer Service 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 am a long-time CLEAR member. I submitted a detailed complaint regarding CLEARs repeated failure to open on time at **************************, ***********On June 14, 2025, I arrived at 4:11 a.m. to find the CLEAR lane closed, despite signage stating a 4:00 a.m. opening time. Employees were present but stated CLEAR was not yet open with no explanation.I submitted a formal complaint and received a response on July 7, 2025 from ***** *. of CLEAR Support, stating that the issue had been addressed with local leadership.However, on July 12, 2025, I again arrived at the same CLEAR lane at 4:01 a.m., only to find it unattended, closed, and unstaffedonce again in violation of the posted hours. This time, an airport employee stated CLEAR agents often dont arrive on time because theyre stuck on the train.I documented the July 12 incident with photographic evidence showing the posted hours and my watch displaying the time. I submitted another complaint and received no response at all.This is a pattern of failure. I pay hundreds of dollars annually for this service, and CLEAR is not providing access during posted operational hours. *****, the company made promises to fix the issue and has failed to follow throughtwice.CLEAR is charging for a premium service that it clearly cannot reliably provide, and then ignoring legitimate customer complaints. This is unacceptable.

  Customer Answer

  Date: 08/18/2025

  Better Business Bureau:
  
  In reference to complaint ID ********. 
  
  After I filed this complaint, I received a direct message from the Vice President of Operations proving CLEAR had the ability to respond at any time. Their failure to do so until external pressure was applied is part of the issue I raised and still deserves formal acknowledgment.
  
  

• Initial Complaint

  Date:08/14/2025

  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 used Clear at the airport in *******/****** about 2 years ago. The lady at clear signed me up for an membership that I didn't ask for. Clear removed 209 dollars from my account. I contacted ********************** and they said that I would receive a full refund. After that it's been one thing after another. I keep getting told something is wrong with my bank or card on file. I even given them my address to send it to me. They are not replying. Can you help?

• Initial Complaint

  Date:08/07/2025

  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.

  CLEAR has taken my information held it and continues to auto-renew my membership even though I never signed up for one. I've pleaded to cancel ti multiple times and when you try to cancel the membership it says there is an error this is a massive company scamming the American population taking our hard earned money- please help us god

• 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:08/04/2025

  Type:Customer Service 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 have called the customer service line seven times over the past week to resolve an issue with my account, and each time the automated process says you will receive a call back within 1 business day. Not once have I gotten a call back. I have been trying to get a hold of someone for assistance for over a week. I pay $209 for this service, it is completely unacceptable that I cannot get a hold of support after calling every day for over one week. How am I supposed to address my issues if I cannot get a hold of anyone at the business?

  Customer Answer

  Date: 08/28/2025

  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:08/04/2025

  Type:Delivery 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.

  received a card charge for 199 did not authorize. I have no account with **********************. I don't have the app. never received services. they do not respond. no contact number to complain. bank will not help because I discovered after 60 days.