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:11/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 never signed up for this service. This is 100 percent fraud. I was charged $189.00 without my authorization. I have no idea what this is! Seems like this is tied to airline bookings. There was a guy pulling people out of line at 6am when they were trying to get through security, bringing them over to some "machine" for faster check-in. Zero explanation. This is FRAUD!

  Business Response

  Date: 11/18/2023

  Hi ****,
  
  Thank you for taking the time to share your experience with us.
  
  We aim to provide a frictionless experience for all of our members and apologize that this was not the case for you. We see that our support team was able to process the cancellation and refund for your membership on 11/7/23. You will not receive any billing from CLEAR.
  
  Please feel free to reach out to ******************************************* if you have any other questions or concerns.
  
  Best,
  
  CLEAR

• Initial Complaint

  Date:11/01/2023

  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.

  I got Clear at the airport this year and cancelled and deleted my account on October 6, 2023. I kept getting email about how my account would be cancelled if payment wasn't made afterwards. On November 1, 2023, I got charged 189 for an account that does not exist anymore. How can I be charged for an account that got deleted? This is ridiculous

  Customer Answer

  Date: 11/25/2023

  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:10/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 at security in the pre-check line and failed to note that my boarding pass didn't contain the pre-check symbol (this was an error that I was ultimately able to correct a few minutes later). I was told to get out of line and tried to walk the most direct route to the other line. This apparently was through the Clear area. I got yelled at by two women and I immediately got out of that area, but in doing so they grabbed my bag and wouldn't give it back. I had already moved out of the Clear area but they wouldn't give me my bag back. They called security who ultimately gave me my bag back and let me get into the correct line. Those women made me feel threatened. I was terrified I was't going to get my stuff back. I hadn't done anything wrong. I have never and will never use Clear services.

  Business Response

  Date: 11/10/2023

  Hello ******,
  
  Thank you for taking the time to share this feedback with us. We are always aiming to provide the best possible service for our members with predictable and frictionless travel, and we apologize that this was not the case during your visit. We have shared this with our local leadership teams for further review. 
  
  Best,
  
  CLEAR

• Initial Complaint

  Date:10/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  This service has been an absolute rip-off. I registered for clear and was able to use it once. I added my spouse and since have never been able to use the service as the employees wont complete her registration. We have been given the excuse that we need to visit another terminal to register her at 5 different airports. Tried to receive a refund and they offered to extend for two months. Why would I extend if I cannot ever use the service?

  Business Response

  Date: 11/10/2023

  Hi *****,
  
  Thank you for taking the time to share your experience with us.
  
  We aim to provide a frictionless experience for all of our members and apologize that this was not the case for you or your wife. As you have not been able to use your memberships, we have processed a refund for both fees. You will not receive any further billing from CLEAR.
  
  Please feel free to reach out to ******************************************* if you have any other questions or concerns.
  
  Best,
  
  CLEAR

• Initial Complaint

  Date:10/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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 September 28th my family was traveling, flying out of the *** airport in **********. As we were waiting in the security line a young woman approached my Aunt asking if we wanted to skip the wait my Aunt asked several times if it was free to which the woman responded Yes its just a courtesy!! She took both my aunts and my own information and said she just needed a credit card to verify identity, again stating we would not be charged!! She then realized that my daughter was over 18 and had her input her information and take her credit card to verify ************* stating this was a courtesy for guest at the airport to move through the line quicker but WE WOULD NOT BE CHARGED!! Repeating to the family next to us she was also collecting information from!! We have since returned home from our family vacation and I myself now how a pending charge of $259 by CLEAR for a family membership as well as my daughter having a charge of $189 for a single membership for a FREE courtesy!!When contacting CLEAR (clearme.com) they state there is a cancellation fee as well as a prorated charge to end membership?!The woman at the airport is falsely collecting memberships on unsuspecting people and the company should be ashamed to operate in such a manner!! I will be disputing charges and am concerned about the amount of people this company is fraudulently collecting funds from!!!

  Business Response

  Date: 11/10/2023

  Hi *******,
  
  Thank you for taking the time to share your experience with us.
  
  We aim to provide a frictionless experience for all of our members and apologize that this was not the case at ***. We see that our support team was able to process the cancellation and refunds of all memberships as of 10/18/23. You will not receive any further billing from CLEAR.
  
  Please feel free to reach out to ******************************************* if you have any other questions or concerns.
  
  Best,
  
  CLEAR

• Initial Complaint

  Date:10/17/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 travelling back home from ******* on August 24th and I was approached by a clear representative as I was going through TSA precheck. She said I would receive a statement credit on my Delta *** ********************** card. She even looked at the card and confirmed this for me. I never received a credit and upon further research I learned that my particular card does not offer this even though the agent confirmed that it did. I have not travelled since so I have not even used this benefit. I want my membership cancelled and a refund on of the $189.

  Business Response

  Date: 11/10/2023

  Hi ***********,
  
  Thank you for taking the time to share your experience with us.
  
  We aim to provide a frictionless experience for all of our members and apologize that this was not the case. We see that our support team was able to process a full refund as of 11/9/23 and can confirm that your account has been cancelled. You will not receive any further billing from CLEAR.
  
  Please feel free to reach out to ******************************************* if you have any other questions or concerns.
  
  Best,
  
  CLEAR

• Initial Complaint

  Date:10/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  This is ridiculous and I can see I'm not alone. A Clear representative pulled me aside at *****, said I would get a free trial for a year and then be charged an annual fee if I wanted to continue, stated she would swipe my card but cancel the charge, clicked through multiple screens while enrolling me at a kiosk without letting me see the screens, and now I am being charged for $189 less than a month later - with no email notification from the company, just seeing the charge show up on my credit card. These are deceptive practices and Clear will lose potential customers who might otherwise have signed up to continue their service.

  Business Response

  Date: 10/11/2023

  Hi *********,
  
  Thank you for taking the time to share your experience with us.
  
  We aim to provide a frictionless experience for all of our members and apologize that this was not the case. We see that you were able to get a refund on 10/5/23 and can confirm that your account has been cancelled. You will not receive any further billing from CLEAR.
  
  Please feel free to reach out to ******************************************* if you have any other questions or concerns.
  
  Best,
  
  CLEAR

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 never signed up for this service. I consider this fraud. They charged me on my account $189. Since I have no idea who they are. I checked. Seems like they tied themselves to airline bookings and snuck in to gather information to charge me. I dont have an account with them nor have I ever authorized them to charge my account

  Business Response

  Date: 10/11/2023

  Hi *******************,
  
  Thank you for taking the time to share your experience with us.
  
  We aim to provide a frictionless experience for all of our members and apologize that this was not the case. We see that our support team was able to process a full refund on 10/1/23 and can confirm that your account has been cancelled. You will not receive any further billing from CLEAR.
  
  Please feel free to reach out to ******************************************* if you have any other questions or concerns.
  
  Best,
  
  CLEAR

• Initial Complaint

  Date:10/02/2023

  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 started a free trial of clear with the intent of buying the service as I will be traveling heavily in the next two months. I went through the account setup and went to the airport to scan my prints and take my photo. The only thing left for me to do was scan my ID. I just received my ********* state drivers license which I believe to be newly redesigned, and it would not scan no matter what the company representative tried to do. The representative then told me it was a known issue that has been going on for months. I was then told to produce my passport which I was not carrying. I had to stop the process because my ID did not work with their system even though they claim it will. I am still waiting on my passport to arrive and I cannot use that as ID. I am looking as to when this can be fixed for the future so I may use their service. In the meantime I have no intention of using them unless I know that my ID will work.

  Customer Answer

  Date: 10/26/2023

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

  Business Response

  Date: 12/08/2023

  Hi ****,

  Thank you for taking the time to share your experience with our team. 

  We deeply apologize for falling short- we aim to provide a frictionless experience every time that you use the lanes and regret that this was not the case for you. We see that a member of our support team has reached out to assist with your concerns.

  Please feel free to reach out to [email protected] if you have any additional questions, and one of our team members will be happy to assist. 

  Best, 

  CLEAR

  Customer Answer

  Date: 12/17/2023

  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:09/28/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 8/4/23, I was approached at DCA for trial membership. supposedly signing up with my fed gov ***** warranted a gov ********* Added my son's info since I knew he would be travelling the following 2 weeks. He arrived at DCA and was not allowed to use it for a bogus reason. I reached out on 8/18 to inquire as to the difficulties my son experienced and the discrepancy in the amount being charged (not reflecting gov ***** and requested a cancellation. Yet somehow, on 9/25/23, I see a charge on my CC.I reached out TWO TIMES via chat, called the 800# THREE TIMES, and then sent an *****. The chats and ***** responses lead me to believe that these employees are NOT reading which would seem to be a necessary skill if responding to written messages. The phone number has a bottomless solicitation which customers should NEVER EVER EVER have to endure to get assistance. (Unless Clearme wants to pay us for our time on the phone.)**Note, in attached PDF, the hyperlink for documents sent is in the post it note.

  Business Response

  Date: 10/11/2023

  Hi ******,
  
  Thank you for taking the time to share your experience with us.
  
  We aim to provide a frictionless experience for all of our members and apologize that this was not the case when you worked with our support team. We can confirm that we have processed the remaining refund owed and that your account has been cancelled. You will not receive any further billing from CLEAR.
  
  Please feel free to reach out to ******************************************* if you have any other questions or concerns.
  
  Best,
  
  CLEAR

  Customer Answer

  Date: 10/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Their message states no further billing, yet I have a new Oct charge!  Im going to need interest refunded on these charges. 

   

   Also, why does a BUSINESS have do much time to respond (and its LITERALLY their job) while the customer gets 6 days??? (Not our job but most likely our money on the line.  Make it make sense)

  Sent from my iPhone

   

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

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

  Business Response

  Date: 11/10/2023

  Hello ******* 

  Thank you for reaching out. We apologize for any confusion or inconveniences that this matter has caused. We can confirm that your CLEAR family membership has been cancelled and fully reimbursed. The only transaction that we have listed from October was a full refund, which was processed on our end on 10/11/23.

  Please feel free to reach out to ******************************************* or call us at ************ if there are any other billing issues that have not been rectified, and our support team will be happy to assist. 

  Best, 

  CLEAR