Complaints

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

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  Breeze Airways

  6340 S 3000 E Ste 400 Salt Lake City, UT 84121

• 

  Breeze Airways

  4100 George J Bean Pkwy Tampa, FL 33607

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:01/03/2023

  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 12/9/2022 I booked a flight with Breeze Airways. On 12/31, I started receiving flight delays (flight ****** Charleston SC to Hartford CT flying out 1/1/23). On 1/1/23, these delays continued and now my flight was to take off at 12:40 am 1/2/23. An email came through to be at the airport before 11:30 pm as TSA would be closing at midnight. As I was proceeding thru TSA at 11 pm, I was notified by the airport, not the airline, that the flight was cancelled, not postponed. Breeze gave no other options for flights and stopped contact. All communication was done thru email or text. At this point, I had to get a hotel near the airport, checked in at 11:50, as it was to late to find other options. I have tried to get in touch with Breeze Airlines and there is no phone number and the means of contact they offer are just automated and get no resolutions. I have now lost 2 days pay at 240.00 per day and I am out 154.94 for the hotel. I am looking for compensation for all of my losses.

  Business Response

  Date: 01/06/2023

  We received your concern sent to the Better Business Bureau. While respectfully, the BBB does not have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. 41713), we appreciate the chance to respond to your message.
  
  
  Flight *** from Charleston (CHS) to Hartford (BDL) was canceled due to uncontrollable weather. While we regret that added expenses incurred, we're not able to offer additional reimbursement. A travel insurance company would handle reimbursement requests for unexpected travel expenses.
  
  
  If you purchased travel insurance through a third party, we'd be happy to provide flight disruption documentation for your claim. Please let us know if this will be helpful.
  
  
  Your flight was moved to flight *** from Charleston (CHS) to Hartford (BDL) on January 3. That flight experienced a delay. 2,000 BreezePoints ($20 value) were given to you as a gesture of goodwill.
  
  
  We hope to see you on board sometime soon! Breeze Airways™ 

• Initial Complaint

  Date:01/01/2023

  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.

  Flights: ************* The first flight of this round trip was slightly delayed & they failed to add my TSA PreCheck to the boarding pass, requiring me to go to the ticket counter (from the security line) to get this corrected. The return flight was very significantly delayed (and had the same issue with TSA PreCheck) and no compensation was provided. **************** is only available by text, email, or messenger it is not possible to speak with anyone over the phone. It is not possible to get acceptable assistance when needed. Will never use this terrible airline again.

  Business Response

  Date: 01/02/2023

  Hi *******,
  
  We received your concern sent to the Better Business Bureau. While respectfully, the BBB does not have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. *****), we appreciate the chance to respond to your message.
  
  While we don't offer phone support, we're available through ******** Messenger, text, and email.
  
  Thank you for connecting with us via text regarding your KTN not showing on your reservation. As we communicated in our messages, your KTN can be added through the Personal Details section of your Guest account. Once it's saved, it will be added automatically to your reservations.
  
  From our messages to you, it looks like there was originally an extra number- 10, instead of 9. You fixed it in your Guest account and then we verified that it was also fixed on our end. The corrected KTN was attached and accurately reflected on your reservation.
  
  If you're still not seeing PreCheck on your boarding pass, we also recommend making sure your KTN isn't expired and that the name associated with your KTN is the exact same on your reservation.
  
  Regarding flight 406 on January 1, if a flight is delayed over 3 hours, you're entitled to a refund to your original form of payment if you wish to find alternate transportation and not wait for the flight. Since you did board the flight, we aren't able to issue a refund. However, as compensation, each Guest was issued ***** BreezePoints ($50 value) as a gesture of apology. Though we know BreezePoints don't make up for the inconvenience, we do hope you'll accept them with the goodwill intended. These BreezePoints are in your Guest account and available for immediate use.
  
  We sincerely hope to be able to welcome you on board again in the future.
  
  Kind regards,
  Breeze Airways

  Customer Answer

  Date: 01/02/2023

   
  Complaint: 18668942
  
  I am rejecting this response because: No effort was made to resolve the issue. Moreover BreezePoints are useless to me as I will never fly this company again, due to my experience with them & the fact that they do not offer flights in the area I live.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/31/2022

  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.

  My suitcase was lost on a direct flight from ********** to *************** Thursday December 29th. I did reach out to them and got a case number and they said they are trying to locate it. My complaint is I have gotten no updates and when I said I would like to return to ********** earlier as I am without necessities here it is an additional $288. All the communication with Breeze is by text and they are not responding to my request to return to ********** tomorrow without paying an additional $288

  Business Response

  Date: 01/02/2023

  Hi *****,
  
  
  We received your concern sent to the Better Business Bureau. While respectfully, the BBB does not have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.**** Sec. *****), we appreciate the chance to respond to your message.
  
  
  Thank you for connecting with us over text. We see that you've been communicating with our Baggage Specialist intermittently over the last two days. As she mentioned in her message, your checked bag fee was refunded to your original form of payment and since you wanted to voluntarily change your flight, she moved you to the flight you wanted at no expense.
  
  
  When there's an update regarding your bag, our Baggage Specialist will reach out to you directly. We appreciate your patience in this matter.
  
  
  Sincerely,
  Breeze Airways

• Initial Complaint

  Date:12/29/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 $700 worth of plane tickets from Breeze then they stopped service to my airport all together. I have been begging to speak to a human since 2021 and get a refund. This morning their fb messaged me and sent me a link to file a complaint. I think was contacted by a so called breeze rep that told me I’d I wanted a refund I needed to speak to my bank. I received message from somehow claiming to be Bank of America that told me for my breeze refund I needed to buy bitcoin through cash app. The link to this Bank of America chat and breeze “supervisor” chat was sent from the official breeze Facebook. I spoke to bank of American and confirmed it wasn’t them messaging me. I had to cancel my card because breeze had my card info and an employee is obviously trying to fraud me. I want a cash refund.

  Business Response

  Date: 12/30/2022

  We received your concern sent to the Better Business Bureau. While respectfully, the BBB does not have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. 41713), we appreciate the chance to respond to your message.
  
  
  We were able to pull up our current booking schedule and we see that we don't currently have any flights from Oklahoma City (OKC) available. On December 30, we removed 70,200 BreezePoints ($702 value) from your Guest account that was deposited when ****** was refunded. Instead, $702 was refunded to your credit card ending in ****. Please allow 7-10 business days for the refund to appear on your statement.
  
  
  Please know that the message you received through Facebook was not from Breeze Airways™ or any of our Team Members. Unfortunately, fraudsters can send messages that look like they are from an official business. We have passed this along to our Socia Media Team.
  
  
  We hope to see you on board sometime soon! Breeze Airways™ 
  
  

  Business Response

  Date: 01/03/2023

  Hi ******,
  
  
  We can't send a refund back to any card other than the one originally used to pay for the reservation. If that card is no longer active or no longer in your possession, you will need to contact that financial institution to get your refund.
  
  
  Sincerely,
  
  
  Breeze Airways™

  Customer Answer

  Date: 01/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I spoke with the banking institute and they said it was returned to airline since my account was closed so I need a paper check sent to me by the airline or refund to the card on file in the airline app.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:12/29/2022

  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.

  12/28/22 my name is ***********************. My fianc and I arrived at the ******** ******** Airport early (2 hours ahead) for a 10 am flight for breeze airways, with a reservation we made months before. We had not been able to check in online, though I am not sure why. They had oversold the flight. I was upset, because I needed to make for a family event. I asked if they could rebook my flight, or refund me, and compensate me in anyway. They told me if I did not get out of the line, they would call the cops. I left the line, although I was not more irate than anyone else would be at the situation. My girlfriend was crying, so they said they let us in on standby but that the flight was still oversold and there was nothing they could do for us. We went, and apparent they had mixed up the plane! There were plenty of open seats. I ended up with a whole row to myself, but this was only after the flight attendant told the person at the gate (my fianc was crying) they had plenty of seats.I felt that something wasnt right, so I googled and found they are required to provide you information regarding compensation and also take steps to aid you, if the flight is oversold. The company did not do that- not at all. They were very rude and aggressive instead, threatening to call the cops when I suggested there must be something they could do to make it right. Further, when I asked at the gate, they actually went and tried to kick another woman off the flight, which seemed completely wrong to me. I hope she files a complaint as well.

  Business Response

  Date: 12/29/2022

  Hi *****,
  
  
  We received your concern sent to the Better Business Bureau. While respectfully, the BBB does not have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. *****), we appreciate the chance to respond to your message.
  
  
  Per our Contract of Carriage, section 9.2 and on, if a flight is oversold, we can rebook any Guests on the next available flight or issue a refund to the original form of payment. In the event a flight is oversold or overbooked due to operational needs, you'll receive an email asking for volunteers and detailing potential compensation or reimbursement.
  
  
  We apologize for the misunderstanding, but flight 315 on 12/28 was not oversold. Our Airport Team Members momentarily had access to an incorrect seating chart that didn't accurately reflect the type of aircraft and available seats. This was fixed and we see that you and ***** boarded successfully.
  
  
  Again, we apologize for any confusion, but we're glad we were able to get you to your destination as planned.
  
  
  Sincerely,
  
  
  Breeze Airways

• Initial Complaint

  Date:12/20/2022

  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.

  Hi there,
  
  I booked two tickets for my partner and me with Breeze Airways from SFO to RIC on 12/11. This flight was delayed for over five hours and then ultimately cancelled. I had to book two additional tickets on Delta to replace the cancelled Breeze flight. Breeze stated to me via an automated email that it would reimburse me for the new ticket purchased via Delta, for the Breeze cancelled flight, and any other transportation and hotel costs. Additionally, both tickets are legally obligated to receive the $300/per ticket penalty since originally delayed for more than five hours. I've reached out to breeze with my receipts five times since the incident occurred but I have yet to receive any response.

  Business Response

  Date: 12/23/2022

  We received your concern sent to the Better Business Bureau. While respectfully, the BBB does not have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. 41713), we appreciate the chance to respond to your message.
  
  
  We apologize for the time it is taking to receive your reimbursement. Your receipts and messages are currently with our Guest Operations Team who manually process each reimbursement request. It may take up to 4 weeks. since we are currently about 2 weeks since the flight, it may be a few more weeks. Your messages have been received, and they'll reach out as soon as they can.
  
  
  We verified that each Guest on the reservation received 15,000 BreezePoints ($150 value) which was the promised amount due to the delay. The value of the flight for both Guests, $480, was refunded to the original form of payment, 45,400 BreezePoints ($454 value) to the Guest Account and $26 to the Visa ending in ****. This refund was initiated on December 16 and may take 7-10 days to process.
  
  
  We appreciate your patience as we work to get the reimbursements processed.
  
  
  We hope to see you on board sometime soon! Breeze Airways™ 

  Customer Answer

  Date: 12/23/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:The response provided by Breeze Airlines in its response does not align with what was communicated to me via email at the time of my flight’s cancellation (attached). Breeze is obligated to cover costs that we covered to book a new flight once Breeze cancelled our flight. Breeze’s response here does not include that so I will need to reject. 

  
  
  
  Sincerely,
  
  
  
  ******* 

  Business Response

  Date: 12/27/2022

  Hello *******,
  
  
  It seems we may need to clarify what was meant when we mentioned your receipts and messages inquiring about reimbursement are currently with our Guest Operations Team who manually process each reimbursement request.
  
  As mentioned in our original email and our previous response, it may take up to 4 weeks from the flight date for reimbursement. The flight date was December 11, 2022. You'll hear from our Guest Operations Team directly as soon as possible.
  
  
  Breeze Airways™

• Initial Complaint

  Date:12/19/2022

  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 booked wheelchair assistance a ticket agent advised me would take too long to get and would be better off wobbling on my own with my cane. Then security was a nightmare in inches, with a ***************************** routine over my cane, TSA agents baffled like they don't have them pass through security several times daily! I thus arrived at the gate at 6:02 to discover I would NOT be boarding the flight leaving at 6:15--and was 1 of SIX passengers discovering that, 1 with a DOG checked in. They think people check bags and pay for pets then wander into the desert instead of into security, closing boarding with us "no shows." A flight attendant heading away went down and talked to a supervisor who supposedly was going to let us board the plane still attached to the jetway. Instead, she returned to announce she would NOT let us on! If a company flight attendant thinks you're shady, you're shady, and Breeze is! We were originally told Breeze's scam would require us to buy new tickets and fly out 3 days later to go with them. That Breeze "supervisor" called security to muscle us away, surprised HE came to see our side, too, and tried to find a solution rather than let them/her just scam us--which that loud, unprofessional, rude cretinous supervisor named ***** wanted to happen (after telling me I knew I was disabled and so should know to show up earlier if I want wheelchair assistance)! Thanks to security intervention, a manager was called, who first said we'd get Breeze points but have to pay to stay the 3 days to flight time, then that we could get points OR buy elsewhere and get a refund in TWO WEEKS--offered ONLY because 3 of us got texts Flight X was delayed and 2 emails a plane was substituted. Our LUGGAGE was still on Breeze's plane, though, and they DON'T have a way to contact human support for anything. They just stop responding in chat if they don't want to deal, leaving YOU out of pocket and options--and me out of clothes and a computer they've stolen!

  Business Response

  Date: 12/26/2022

  Hello *****,
  
  We received your concern sent to the Better Business Bureau. While respectfully, the BBB does not have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. *****), we appreciate the chance to respond to your message.
  
  Breeze is focused on making every step of flying with us as comfortable as possible so we've followed up on your concerns about your December 16, 2022 travel experience by reaching out to our ***** (************ Team. Our *** Team let you know that due to your late arrival our wheelchair support could not get you to the gate on time for boarding.
  
  We recognize you and other travelers walked to the gate and weren't able to make the flight. We understand your disappointment, but we aren't able to delay a flight or offer compensation for late-arriving Guests. For future travel, we recommend Guests arrive at the airport two hours before the scheduled departure.
  
  We see that the other late-arriving travelers had other options for changing their travel plans. Due to your reservation being booked by someone else, you didn't have access to make changes. We issued a full refund for reservation Z3STGV on December 21, 2022 to the **** as a courtesy. You can let ******* know the bank will post the $304 refund transaction within 10 business days of that date.
  
  We see that your bag was located and delivered to your home address. We hope you have a happy holiday season!
  
  Breeze Airways

• Initial Complaint

  Date:12/12/2022

  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.

  On Dec 11, 2022 I was scheduled to fly from *** to *** on MX237. The flight was delayed a dozen times throughout the day - ultimately over 6 hours, until we had to deplane due to "unscheduled maintenance" and the flight was cancelled. They do not help you rebook nor do they offer any other flight options (the next flight on that route was 4 days later). But ultimately, I am filing this complaint because they damaged my checked bag at ***. I took a picture, figuring I would be able to contact their support team to submit a claim. However, they don't have a support team, a baggage office, or anything you would expect from a normal airline, they only have ******** messenger chat. They finally responded 8 hours later saying that bag damage claims need to be made within an hour and they can no longer help me. How could I have known that and now I have no recourse? Truly an abysmal company and customer experience.

  Business Response

  Date: 12/13/2022

  Hello *****,
  
  We never want to cancel a flight our Guests are depending on and we're sorry for the impact the flight disruption had on your travel plans. Following our Contract of Carriage our original agreement between each Guest and Breeze Airways at confirming a reservation when a flight is canceled, we can offer accommodations on the next available Breeze flight or a full fare refund for the unused portion of the ticket. We see that you were in contact with our Team and were issued the full fare refund for flight 237 on reservation A1ZKSL. $548.06 was issued to the **** ending in **** and ***** BreezePoints ($23.94 value) were returned to your Guest account **********.
  
  As a token of our apology and goodwill gesture, we have issued a credit of ****** BreezePoints ($150 value) to each Guest traveling with a Breeze Guest account associated with their reservation. These BreezePoints are available for immediate use and can be redeemed through 1/11/2025.
  
  We also offered courtesy reimbursement options up to $300 per person for hotel and other airline expenses. This courtesy is to help offset the travel expenses caused by this cancellation. We see that you've provided a receipt and our Team will process all qualified reimbursement within 28 days of the flight.
  
  We also see that you reached out to us directly regarding your bag. As mentioned, our Contract of Carriage requires damaged bag claims to be filed at the airport within an hour of receiving the bag so the damage can be viewed by a Team Member in person. Bag claim information is public and available on our Support Page at flybreeze.com. As a goodwill courtesy, we've added ***** BreezePoints ($25 value) to your Guest account **********, valid through 1/13/2024. We hope you'll use the credit toward flights or amenities with us in the next 12 months.
  
  Breeze Airways

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18561537
  
  I am rejecting this response because: I didn't know that I had to make a claim within an hour - I was busy trying to find a way for my family to get home after being cancelled on and left stranded with no other Breeze flight options or ability for Breeze to help us rebook on other airlines.  As far as I could tell, there was no Breeze ************** and I messaged Breeze support right away for information on how to handle a baggage claim.  Breeze did not answer for 8 hours, but holds its customers to faster timelines.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/10/2022

  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.

  Breeze Airways has cancelled my scheduled/paid for round trip flight (reservation # RYD8WQ) between **********, ** and *******, ** for the THIRD time now over 3 different months. Any effort to receive information about when/how this schedule issue will be resolved by Breeze is met with a frustrating, endless, text message loop that provides no real information about why I should reschedule my trip with Breeze. I have rescheduled it twice now, along with changing hotel and rental car reservations each time only to have the flight cancel AGAIN. I have no complaints about their refund process for these cancellations, these were handled promptly. What I really need to know is when/if is Breeze going to resolve the issue with their ********** to ******* route so that the traveling public can actually depend on them for service. Additionally, their customer service ability to deal with customer issues such as this leaves much to be desired.

  Business Response

  Date: 12/12/2022

  Hello *****,
  
  We received your concern sent to the Better Business Bureau. While respectfully, the BBB does not have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.**** Sec. *****), we appreciate the chance to respond to your message.
  
  As we work toward our goal of providing service that works for our Guests and the communities we serve, we sometimes need to change our schedule. Many factors go into these decisions. We know the schedule changes on our ***************)  ******* (***) route have impacted your plans, and for that, we sincerely apologize. We made these changes now to improve our operations in the future, and we hope for many opportunities to see you on board.
  
  If you need support, the quickest way to reach us is by text at ************** or through ******** Messenger. Be sure to use #support at the prompts.
  
  Breeze Airways

  Customer Answer

  Date: 12/15/2022

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/06/2022

  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.

  Booked Breeze Fight #***, conf # ******, for October 20 from Provo to San Fran. Took a couple days off work and sat in the airport for 7 hours to find out Breeze cancelled the flight "due to unplanned maintenance." It's extremely frustrating that you cannot talk to a live person. Email correspondence only, has been very slow and after almost 2 MONTHS, still not resolved.
  Had to eat $723 in Hotel costs. Filled out their reimbursement form, waited patiently for 24 days to finally receive a response. The offer from Breeze was a whole $137 and they would send me another e mail within 10-14 days for instructions. Waited again patiently another 18 days, e mailed Breeze asking for update status, received e mail back saying now its going to be an additional two weeks.
  
  From Breeze: "To offset the unexpected costs associated with this cancellation, we are offering reimbursement for one of the following options.
  • Hotel reimbursement for up to $250 based on double occupancy per room.
  • Alternate transportation (car rental or another airline) reimbursement. This will be calculated by subtracting your Breeze flight refund from the amount paid for your alternative transportation, up to $250 per traveling Guest."
  
  I've done my part and was expecting at least $500 in reimbursement. This is like pulling teeth! Why is it so difficult? Why does it take almost 2 months and still no resolution?

  Business Response

  Date: 12/06/2022

  Hi ****,
  
  We received your concern sent to the Better Business Bureau. While respectfully, the BBB does not have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. 41713), we appreciate the chance to respond to your message.
  
  We know it's frustrating when there are disruptions to your travel plans. Flight *** on October 20 was canceled due to unplanned maintenance and though we know this isn't ideal, safety is our number one priority and we won't make any compromises. However, since it was a controllable disruption, each Guest was issued compensation in the form of 15,000 BreezePoints ($150 value) and offered up to $250 reimbursement for a hotel (double occupancy) or toward alternate transportation.
  
  We also refunded the cost of your unused fare, a total of $268, to the card ending in **** on October 20. That typically takes 7-10 business days to post to your account, so if you haven't received that yet, please reach out to your banking institution.
  
  As you mentioned, our email stated that we were offering reimbursement for one of the above options and that it's calculated by subtracting your Breeze flight refund from the amount paid for your transportation.
  
  From our communication with you, you opted for hotel reimbursement. We received your receipts on October 24 and we're grateful for your patience as we worked through our messages. On November 17, we emailed you the approved amount and the process that follows. We know it's taken longer than expected and we sincerely apologize for the delay. We've been working through a high number of messages and requests, but as we mentioned in yesterday's email, everything is good to go; it's just taking longer than normal.
  
  Thank you again for your patience.
  
  Sincerely,
  
  Breeze Airways™