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:06/10/2025

  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 paid for the CLEAR service , charged to my cc, when I tried to use clear in the airport, I was told my idea would not scan on the CLEAR operating system, which is no issue of mine, I told by the rude nasty Manager at the ********************** **** * My credentials appeared in the CLEAR system, this person, would not allow me in the line for a minor issue, I was told I would have to get out of the line and go thru regular check in * How rude nasty and disrespectful, embarrassing situation* Clear needs to give me my money back*

• Initial Complaint

  Date:06/09/2025

  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.

  I am writing to file a complaint against CLEAR regarding a membership fee charged for a service I am ineligible to use and did not knowingly complete enrollment for.On December 19th 2024, I attempted to sign up for CLEAR at ********************************************************* while traveling in *****************. During the in-person registration process, CLEAR staff realized I am not a U.S. citizen or permanent resident, and therefore not eligible for the service. As a result, I did not receive the advertised trial benefit of expedited security access. I was under the impression that the registration process was incomplete and no charges would occur.Despite this, I was later charged $199 for a one-year membership, even though I never used the service, was explicitly told I was ineligible, and did not understand that a full subscription had been processed.I have contacted CLEAR customer service to request a refund, but I have received no response. I am now outside *****************, which makes direct resolution more difficult.I respectfully request that the charge is fully refunded, as I could not use the service due to eligibility restrictions and did not knowingly complete enrollment. This situation appears to involve a lack of proper disclosure and possibly an error on the part of CLEAR's in-person enrollment team.

  Customer Answer

  Date: 07/07/2025

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

  Additionally, I want to slightly clarify my initial statement. The staff of Clear did let me past the security check line after the approximately 10 minute long application process that got disrupted once they understood I was not a U.S. citizen. Still, I did not receive the trial period benefit, and I was led to understand - through the abruptly ended application process - that applying without U.S. passport would not be possible for the service. Therefore, letting me and my travel companion past the security line felt like make-up for how we had to move from the security check line to apply for the service trial Clear staff had promoted to us and the time the application process took aside the security check line.
  
  Sincerely,
  
  *** ***

  
  

• Initial Complaint

  Date:05/28/2025

  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.

  My card was charged in March for my annual renewal, which should not have happened given that I am a Diamond Elite Skymiles member - my account has been linked for years. This was Clear's mistake, not mine. Upon returning from ****** in mid-April, I was catching up on my card statements, which showed this erroneous charge. I spoke with multiple people who worked at Clear, both at *** and ******* airports (I travel frequently), and they advised that I should reach out online, as that was the best way to resolve the matter given I rarely have time to call and sit on hold with customer service. This may come as a shock, but not everyone has the time to chase after your company for a mistake. So, when I had time, I went online and was routed to your chatbot. Repeatedly, I was left sitting there for long periods of time waiting to connect to a customer service *** until I gave up - the longest I waited was over an hour. I did this every 4-5 days..not once, several times. Finally, I sent an email on Monday, the 19th of May; I got an automated response on Tuesday, the 20th. I did not receive an actual response until 11:00PM on Friday the 23rd - after threatening a chargeback that same day by responding to the automated email - funny how I get nowhere with your company and customer service until I have to threaten to get my credit card issuer involved. The customer service *** stated that because I was outside of the 60 day window, I could not get a refund. This charge never should have occurred in the first place. Putting that on me is not only lazy customer service, but it is ridiculous when your company deals with frequent travelers who probably won't even notice/see an erroneous charge until a minimum of a month later. I made several attempts to contact you, but I still don't understand how any of this is my fault. It was your policy that I met, and you failed to uphold it when you charged my card in the first place. I expect my annual fee refunded, nothing less.

  Customer Answer

  Date: 06/02/2025

  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:05/20/2025

  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.

  We were offered an easy access to go through the security line in NY back in **********, 2023. "Clear me" staff had us completed a form on screen, when I realized that there is going to be fee, I told their staff that we do not want the service, their staff told me that she will cancel the service, no charge will be charged. I noticed the charges appeared on my credit card during my audit in 2025, I learned from the credit card company that " clear me" charged my card in October 2023 $199 and another $199 in 2024. This is a scam as I stated clearly, we do not want the service, and I have been told that the service will be cancelled.

• Initial Complaint

  Date:05/19/2025

  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.

  When flying to *******, a lady in ***************** told me that I have to register before I can go through. She asked to provide a credit card and said that I will not be charged. Later I learned that this service is not required and I was charged. This is a scam and I don't need this service especially that i only fly about once every two years. What a terrible, terrible company. Further more, she said I should add my mother that I was flying with. Sounds like a scam to me. I requested that they refund my money. Their online chat bot that suppose to help me, ignores my request for refund, and keeps me on forever to connect me to an agent. I been waiting for one for over 15 minutes now. It seems that customer support might be a scam as well.

  Customer Answer

  Date: 05/19/2025

  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:05/19/2025

  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.

  A cleaner representative approached me, and several others, in the airport to do a trial of their service. They told us that we would be contacted to see if we wanted to continue before being charged any renewal. I was never contacted, but I was charged. Ive tried contacting customer service but havent been able to.

• Initial Complaint

  Date:05/12/2025

  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.

  Me and my sister were flying to Maui and as we were standing in line a man approached us and said he was with *** and to follow him to another kiosk and he could get us through the security line faster. We followed him to a kiosk within eye shot of the *** check point,where he then had us fill in on a computer are information. He took our photo and maybe scanned our fingerprints. I was never told who he was or that it was some membership company. I thought it was a new way of checking travelers. He sent us through a shorter line and when we got to the *** agent scanner person in the short line asked what were we doing in the shorter line. We said we were told by a *** agent to get in the short line. I was charged $199 on my credit card the next month. I don't know how he got my CC info. I feel they were preying on elderly women. My sister and I are both in our seventies. I contacted my credit card ** and disputed the charge. I didn't sign up for this.

• Initial Complaint

  Date:05/07/2025

  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.

  Clear attempted to charge my credit card $159.00 for membership. I never completed setting up my free clear account and it was never active.

• Initial Complaint

  Date:05/02/2025

  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 wanted to enroll with CLEAR to get through the airport security screening easier and I enrolled myself and my wife. I paid for CLEAR + for both of us thinking I would get some notification to add our TSA information. We got nothing and when I log into the app it asks me to pay for CLEAR+ , so I got on the app to communicate with them and I waited for over an hour and nothing so I contacted them by phone and got the option for a return call on April 29, 2025, well its May 1st and still nothing. This is totally unacceptable!!!

• Initial Complaint

  Date:04/24/2025

  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.

  I was in *** on April 8, 2025 when I was approached by an employee of CLEAR and essentially coerced into signing up for a free trial of CLEAR. The employee asked me and my partner if we had US passports and when we answered yes, he forced us over to the CLEAR kiosk where he quickly started to sign us up for CLEAR without providing us with any information on what the service was or what it might cost. As he was signing us up, we were both quite confused as we werent sure what CLEAR was, and when we got to the credit card information screen of the sign up, I became suspicious and told him I didnt want to sign up anymore if I had to pay or risk being charged. He assured us that we would NOT be charged a single cent UNTIL we confirmed our subscription with CLEAR via email in 2 weeks after the day of signing up. He also forced us to sign up for the trial with an extra family member, saying that it was required for us to proceed. He reassured me over and over that we would not be charged without our explicit authorization and even lied to us to say that if we cancel early, we would be charged an early cancellation fee, which I am now thinking was a complete lie. A couple days after returning from our 10 day trip, I was charged $318, which was a complete surprise. I am extremely disappointed in CLEARs breach of business ethics and the fact that it was in such close proximity to the *** left me with a very sour taste in my mouth as I would expect only the most ethical and screened business to be able to operate near the ***. I would like my money back in full and I would like to just file ths formal complaint of that employee to be escalated to his management, though I cant remember his name.

  Customer Answer

  Date: 05/19/2025

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