ComplaintsforFlyus Marketing, LLC

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an airline ticket through ****** on 08APR2024. The flight was cancelled on 10APR2024 and I was not notified via email or phone call. I was not rebooked on another flight with the airline and supposedly offered a credit to use by the airline. When I went to take my trip and check in the airline let me know the original flight was cancelled and there was another offering earlier in the day. I asked them to rebook me on that flight and was told they could not as the credit they had offered had expired. The airline told me the credit had gone back to ****** as they were the third party the airline ticket was purchased from. I made several attempts to get a refund from ****** via their manage my booking portal and via telephone and never received any response. This is deceptive business practice in my opinion.

  

  Business response

  09/20/2024

  Subject: Response to Better Business Bureau Complaint Regarding ********************;
  
  
   Dear Mr. ********************************* have received your recent complaint filed with the Better Business Bureau, and Id like to provide additional information regarding *************** refund and rebooking policies. In your case, your reservation was made on April 8th, 2024, for a departure in October 2024. During this period, the airline made schedule changes that affected your flights. At Flyus.com, we ensure such changes are visible to our customers on our website and via the airline directly. Please see the attached screenshot for reference. 
  
  
  We always advise customers to check directly with the airline or with us in case of any changes. For certain airlines, including Spirit, Frontier, and Jetstar, travelers must initiate cancellation and refund requests directly with the airline. We want to clarify that Flyus.com is transparent about this policy. 
  
  
  Upon reviewing your case, we noted that the only time you accessed your reservation on our website was on: -
  Date: September 17, 2024, 16:45:23 - IP Address: ************ Before this complaint, we did not receive any inquiries, phone calls, or cancellation requests from you, which would have allowed our customer care team to advise you to contact *************** directly. Please note that Flyus.com does not hold customer funds, as we are not the merchant of record for your ticket. If the airline offers credit, it is stored with them, and rebooking would need to be handled directly with the airline, not Flyus.com. On your behalf, we reached out to *************** regarding the status of your credit. Below is the response we received from ***************, which was also emailed to you by our customer care team: --- 
  
  
  **Agency Support Response from ***************:** *The customer disputed the charge after his credit expired. We received a chargeback and requested the reversal of our funds. Please have the customer contact their bank to cancel the dispute. Once we receive the funds, we can reinstate the credit.* --- 
  
  
  Once a chargeback is initiated, neither the airline nor your financial institution can extend any credit until the dispute is resolved. We recommend that you contact *************** directly to discuss the status of your credit and rebooking options. We apologize for any inconvenience caused by the airlines schedule changes and hope this information clarifies the situation. 

   

  Thank you,

  Flyus.com customer care team.
  
  
  

  
  

  Customer response

  09/20/2024

   
  Complaint: 22301940
  
  I am rejecting this response because:

  I called the number that popped up on your website and could not get an answer or a response.  I was not able to perform a re-booking of my cancelled flight on your website I only got any response from your company after I initiated a complaint with the BBB.  This is not how a customer should be treated in my opinion.

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

  

  Business response

  09/23/2024

  Dear Customer,

  As advised in prior communications we received no inquires or phone calls from you. The only communication was BBB complaint. We have 24/7 customer care team and have voicemail system set up in case we are busy on calls with other customers the option is given to leave voicemail. Based on our records none was there either. As advised the communication from airline stated once your dispute is closed ONLY then will they reinstate your flight credit. We do not have any control over the airlines ruling and polices nor can we override them.  

   

  Thank you.

  Customer response

  09/23/2024

   
  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.  I would ask that the business improve upon their communication efforts with customers in the future and improve upon the "Manage My Booking" portion of their website to allow customers to rebook when a flight has been cancelled.  Also having the business reach out to the customer via e-mail notification when a flight is cancelled would be helpful and prevent situations like this in the future.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased flight from ********* (***) to ***** (orly) for 7/22. Requested change to 7/19. Flyus originally denied request, stating it was too close to my date of departure. I argued I paid to be able to change my flight at a discounted rate, so they agreed for a fee. They are nearly impossible to get ahold of. I was on hold for bc 4.5 hours last Friday trying to pay for my change. They would only take my card info over the phone when I would not send them my bank/card info to them via email. After a week of trying to reach them, I gave my payment to some woman over the phone but they have yet to send any confirmation of my new itinerary. The Manage my Bookings page is inaccessible. I cant even tell if this is a real company.

  

  Business response

  06/24/2024

  Dear *******************************,
  
  We acknowledge receipt of your recent complaint to the Better Business Bureau. This letter aims to provide additional context regarding your change request, which has already been processed, and confirmation was emailed to you on June 19th. At Flyus.com, we prioritize transparency in our terms and conditions, which you accepted and acknowledged at the time of booking. We advise customers that processing changes with respective airlines may take some time.In your case, we did receive your follow-up voicemails. However, our customer care team documented several times that your voicemail box was full. We want to assure you that your phone calls and emails were indeed answered and returned by our team daily.Below is your new itinerary, which was already emailed to you. We hope this information provides a better understanding of the requested changes and the efforts made by our team to address your concerns promptly.
  
  
  Email which was send 19 June
  
  Dear *******************************,
  Thank you for using Flyus.com for your travel planning needs.
  We have made the requested changes to your booking 4CKJ4T as agreed by you over the phone or via electronic acceptance, resulting in an additional charge of USD $ ***** per passenger, including the airline penalty, difference, in fare and fees.
  The total cost to change this itinerary including all taxes and fees is USD $ *****. Your new ticket(s) have been issued and credit card has been charged.
  Please find below your revised itinerary as requested by you:
  Flight Information
  Airline/Flight No.
  Alaska Airlines
  AS282
  Booking Class: H 
  Departing
  *******************************(***)
  *********, *************
  Jul 19, 2024 @ 07:00 AM
  OPERATED BY: Alaska Airlines 
  Arriving
  ************************************(***) ******, ************* Jul 19, 2024 @ 03:36 PM
  Airline/Flight No.
  French Bee
  BF721
  Booking Class: T 
  Departing
  ************************************(EWR)
  ******, *************
  Jul 19, 2024 @ 11:00 PM
  OPERATED BY: French Bee 
  Arriving
  *****-orly Airport(***) *****, ****** Jul 20, 2024 @ 12:15 PM
  To view your trip details, airline confirmation numbers and find baggage allowance information or to print your e-ticket(s), please click here or go to Manage My Booking.
  Airline tickets are non-refundable, non-changeable and non-cancelable. In case you would like to make any further changes to the new itinerary after the tickets are exchanged, you will be responsible for the additional penalties, fare difference, and fees.
  If you require any changes to the reservation please submit a change request via Flyus.com at least 72-hours prior to your scheduled departure. Customers desiring to make last minute changes (within 24-hours of scheduled departure) must contact the airline directly for assistance. Any changes or cancellations will incur change fees charged by the airlines and Flyus.com as per our terms and conditions. For AFFIRM customers: you must provide a new credit card for payment of any change fees.

   

  Thank you.

  Flyus.com ************* team.

   

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I scheduled a flight with this online traveling agency for Thursday morning 6/13 at 6 am for my mother to fly from ** to ********** for my university graduation. The flight was suddenly changed to Friday 6/14 less than 24 hours before the flight was supposed to take place. This meant that my mother would not be able to attend my graduation. I was left with no choice but to cancel for a refund. But they charge a $25+ refund fee. I attempted to call the supposed 24/7 customer service with not even a semblance of human interaction for more than 40 minutes. I then searched this for other peoples experiences with this company online and found several other people leave reviews on personal blog sites like Reddit.com. They all complained of the same thing happening to them! All of their flights were suddenly changed and they couldnt reach any customer service representatives. This has lead me to believe that this business is using predatory practices to trap people who would otherwise want a return into paying a cancellation fee. Please investigate this company!

  

  Business response

  06/18/2024

  Dear *************************,
  
  We acknowledge receipt of your recent complaint to the Better Business Bureau. This correspondence is intended to offer additional context regarding why we were unable to fulfill your refund request. Before receiving this BBB complaint, our customer care team had also emailed you this information on June 13th. The reservation in question was created by you on May 31st, 2024, with a departure date of June 13th, 2024. Flight Details: -You submitted a request for cancellation on June 13th, 2024, at 02:08:59, with the *** 800TT6. Shortly after, an email was sent to you explaining the airline's rules on cancellations. If the airline cancels the flight, they are the sole entity responsible for issuing refunds, not the agency. Additionally, our processing fees are transparent and all customers must acknowledge and accept our terms and conditions, including this information, before entering their ticketing information. Email Sent on June 13th, 2024: The email sent to your address on file reiterated that we are unable to make modifications or cancellations for low-cost carriers such as ****** Airlines. We advised you to contact the airline directly for any change or cancellation requests, as all refunds are handled by them. If you prefer Flyus to handle your request, a handling fee would apply per reservation. Resolution: In line with ****** Airlines' policy, they handle all changes and refunds themselves. Refunds, if approved by the airlines, are processed directly from the airline's issuing bank to the customer's banking institution, bypassing the agency entirely. We trust this email provides the necessary information, and we encourage you to contact the respective airlines to process your refunds. Thank you for your attention to this matter.

  Flyus.com customer care team.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company booked my flight, sent me a confirmation number, then NINE minutes later emailed me to say the price had gone up by $12.00 and my flight was not actually booked and I had to go confirm the new fare. I went and confirmed immediately. I then get an email at ONE IN THE MORNING (three full hours later) saying that the fare had gone up by $5.00 and my flight was not actually booked and I had to go confirm the new fare. When I tried to confirm, it said that my flight was on hold and I had to contact support. They then told me that the flight had gone up over $300 overnight because I didn't confirm the new price at one am. They refused to honor their original price and claimed it was the airlines fault and they had to run the prices by the airline. I told them they shouldn't be advertising them at the price they were then and demanded to speak to their boss and I was hung up on. This type of behavior feels illegal and it's unbelievable that they are allowed to operate this way. Name one other business where you can advertise a price then change it immediately and then when I don't respond to the new price quick enough double the price and cancel the product?

  

  Business response

  05/02/2024

  Dear *****************************, 
  

  We have received your recent complaint to the  Better Business Bureau. This letter is just to provide additional background as to why we were unable to fulfill your ticketing request. Before receiving this BBB complaint your issues were addressed by our customer care team and one of our managers.  Unfortunately, the conversation had to be ended due to the use of abusive language being used by ****************. The same abusive tone was used on our chat system with our customer care team. 
  

  This reservation was made on 30 April 2024. Shortly after you received an email confirmation that clearly stated and not in any form in fine print as you stated.
  Please see below the email that was sent  to the customer :
  
  Your ********************** Booking Reference is 7PW9JN.
  Thank you for booking with Flyus.com. Your reservation will now be quality-checked, and your tickets will be issued shortly, typically within 1-3 business hours. We will send you an email once your e-tickets are issued.
  Please carefully review your itinerary and ensure passenger names match government-issued photo ID's and notify us immediately if a change is required.
  
  Manage Your Booking & View Tickets
  Click here to review your itinerary, print e-tickets, submit special requests (update frequent flyer numbers, meals and seating), and more.
  

  At no point does Flyus.com state this is your ticket confirmation. As an agency, we do quality checks to protect our customers from fraud and also to make sure the price at check out is still available with airlines. If the price is not available no customers are ever charged and in your case, an email is sent.
  

  2nd email which was sent twice due to airlines having fare increases during our quality check: 
  

  Dear *****************************,
  Thank you for choosing Flyus.com .

  We regret to inform you that we are unable to process your original ticketing request. We use a real-time reservation database, and availability can change between the time an itinerary is created and when a ticket is reserved or purchased.
  We have received notification of a fare increase from the airline before your form of payment is processed and ticket(s) issued. Our goal is to fulfill every reservation that we receive, and we look for alternatives before reaching out to you with the increased notification. All prices and availability displayed on our site are subject to change at any time and airlines and other travel suppliers *** change their prices without notice. These cases, while limited, are unfortunately beyond our control.
  

  Then shortly after **************** accepted the airline's new fare, however by then it was no longer available for us to book, and the final email was sent again to ****************:
  

  Unable to Ticket Your Reservation (7PW9JN)- 01 May 2024
  From:
  Flyus.com
  To:
  **************************
  Subject:
  Unable to Ticket Your Reservation (7PW9JN)
  
  Dear *****************************,
  Thank you for choosing Flyus.com.
  A fare error has impacted your recently attempted flight purchase.
  We are unable to fulfill your ticketing request. The airlines reserve the right to change prices and availability at any time and the fare you selected is no longer available. This is beyond our control - we act as the travel agency on behalf of the airlines and can only issue your tickets in accordance with airlines at the time of ticketing.
  
  Thanks again for choosing Flyus.com.
  Sincerely,
  Flyus.com ******** Care
  
  
   At **********************, we prioritize transparency, and it's important to note that we inform all customers at the time of booking that airlines reserve the right to change prices and availability at any time. As a result, the fare you initially selected *** no longer be available. At the time of booking you accepted and acknowledged our terms and conditions below which clearly states what was discussed with our team.    
  

  Purchase of Travel Products and Cancellations by Flyus
  When you make a booking request for a travel product on Flyus.com, Flyus will automatically send a Booking Confirmation acknowledgment. Flyus will then process your request and send you a second email with your electronic tickets (i.e., when an itinerary has been ticketed). The booking confirmation acknowledgment is not a confirmation of ticketing. Your offer to purchase air tickets is not accepted and confirmed by Flyus until we complete our quality checks and verification process for your reservation. Note that the fare and availability of your booking request *** change during the time it takes Flyus to process your booking request.

  Before we issue tickets, our quality assurance team checks for the following:
  Accuracy of the booking information (i.e. spelling errors)
  Correct selection of airports and a cross-check of the airlines minimum connection times
  Accuracy of the fares for your requested flights and check for price changes that *** have surfaced during processing
  Ensuring the billing address and credit card information provided by you corresponds to those on record with the credit card issuer
  Final credit card approval to issue tickets
  

  Once complete you will receive a second email with your e-tickets, confirming your reservation and receipt of payment in full (typically within 1-2 hours). If you do not receive a second email with the e-ticket confirmation within 12 hours, it is your responsibility to notify Flyus.com immediately.
  

   

  We respectfully considered this matter addressed and closed at our end.  In this case, our team and company followed all our company protocols. We hope this information provides a better understanding of airlines fare increase and fare error when an agency is unable to fulfil a ticketing request as in your case.  

   

  Thank you.

  Flyus.com ******** care team,

  
  

  Customer response

  05/02/2024

   
  Complaint: 21650973
  
  I am rejecting this response because:

  As you can see above, a number of things happened when trying to use the "business" called FlyUs. When I originally booked through them, I was given a CONFIRMATION NUMBER which for every other business on the planet, means that the product (in this case, flight) is CONFIRMED. I was then sent an email (9 minutes after the booking) that stated that the price had gone up by $12.00 and I had to approve the new rate which I did immediately. Then, I was emailed 3 full hours later (picture not included as I was limited to 5 attachments) saying that the price that they had submitted was incorrect and needed to go up by another $5.00 (because apparently they didn't submit the fare to ****** airlines when I accepted the new fare?). That second fare increase email came through at 1:00 am local time. I tried to confirm that new price increase first thing in the morning and I was then told the flight was on hold and I needed to contact Flyus. As can be seen in the attachment "Flyus Scam" nowhere in the CONFIRMATION email does it say that the flight is not confirmed - the email says it is undergoing a quality check and the tickets were forthcoming. When I did contact Flyus about my flight being on hold, I spoke to ****** via their website chat system. ****** confirmed that I WOULD receive the original price and I could dismiss the second $5.00 increase. SECONDS later, I received an email stating that the flight had an error and ****** then told me that she could not honor their original price and the fare needed to go up to $711 (nearly a $300 increase since my original booking 12 hours prior).
  
  Because of these reasons, I reject the response from FlyUs. At BEST, their operation strategy is shady and unethical. At WORST, I believe the company to legitimately be a scam agency looking to deprive people of their monetary investments after booking a flight. Nowhere else on the planet operates in the same way that Flyus does. When I was finally sick of putting up with the inane business practices of this company, I booked a flight in seconds and had TICKETS in my email inbox 60 seconds after hitting submit at checkout. There was no back and forth of claiming that they had sent my fare rate to the airline and the airline had to change the fare rate. This level of quality assurance from Expedia demonstrates one of two things; either A) it is literally possible to confirm flight fare rates in seconds, and FlyUs is simply terrible at their job, or B) FlyUs is knowingly incompetent and/or scamming people by relying on people to not look at the Terms and Conditions to see that a CONFIRMATION number does not mean that the flight is CONFIRMED. 
  
  I demand that FlyUs be removed as a viable "business" open for operation or I would like to see the manager I spoke to, and ****** be terminated due to their failure to operate within a normal business practice.
  
  Sincerely,
  
  *****************************

  

  Business response

  05/07/2024

  Dear Customer,

   

  As advised in prior communication The booking confirmation acknowledgment is not a confirmation of ticketing.This information is very transparent a time of booking. We are unable to fulfil your ticketing request.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I first purchased tickets in July 2023 for September. Shortly after I found out that I had to have a surgery during my planed travel time. They didnt want to refund as I purchased non refundable tickets. I tried getting a refund since it was a health reason but got nowhere. But it gets worse. They told me I can reschedule my flight and charged me over $500 fee for having to cancel while keeping the rest of the $2700. Then when I submitted a flight change request they wanted to charged me another $995 per person. But what topped it all off is they saved my card info and ran a transaction without my permission for requesting a flight change. There is absolutely no integrity in this business. Especially considering last year they had enough notice to resell my seats. Those flights are almost always full so Im sure they had no trouble making money of me and people that bought my seats.

  

  Business response

  05/01/2024

  Dear Mr. *****************,

  This letter addresses the case mentioned above. Before receiving this complaint, our team has been communicating and working with you on your reservation. 
  

  
   On 2023-Jul-02 you purchased two tickets :
  
  
  Your Flight Details
  Flight 1 Details
  Carrier/Flight
  
  Turkish Airlines
  TK 6
  Economy / Promotional 
  Departing
  *******, ******* ***** Intl (ORD)
  Sep 06, 2023 09:10 PM
  Operated by Turkish Airlines 
  Arriving
  ********, **************** (IST)
  Sep 07, 2023 03:45 PM
  Carrier/Flight
  
  Turkish Airlines
  TK 370
  Economy / Promotional 
  Departing
  ********, **************** (IST)
  Sep 07, 2023 06:25 PM
  Operated by Turkish Airlines 
  Arriving
  ********, ****** (***)
  Sep 08, 2023 12:55 AM
  Flight 2 Details
  Carrier/Flight
  
  Turkish Airlines
  TK 367
  Economy / Restricted 
  Departing
  ********, ****** (***)
  Sep 18, 2023 03:05 PM
  Operated by Turkish Airlines 
  Arriving
  ********, **************** (IST)
  Sep 18, 2023 06:20 PM
  Carrier/Flight
  
  Turkish Airlines
  TK 185
  Economy / Restricted 
  Departing
  ********, **************** (IST)
  Sep 19, 2023 06:40 AM
  Operated by Turkish Airlines 
  Arriving
  *******, ******* ***** Intl (ORD)
  Sep 19, 2023 09:55 AM
  
  Passenger Names
  ***************** (ADULT)
  ************************* (CHILD)
  
  
  Then on 9/23/2023, you submitted for Voluntary cancellation of your tickets. It was advised this is based on airline fare rules and your tickets based on the airline policy are Non-refundable with credit to rebook which you acknowledged and accepted. 
  
  MMB Request
  2023-09-23 10:51:58 4L6RWX - Cancel Quote #*****
  PNR: 4L6RWX
  Accept: accepted
  E-mail: ************************
  Date: 2023-09-23 10:51:38
  IP Address: 2603:6080:32f0:8eb0:d93:db6e:cc50:da9b
  

  Then on 7/21/2023, an email was followed after your cancellation advising clearly of the airline's rules on your tickets (Voluntary cancellation). All your medical information was submitted for waiver however ultimately denied by airlines which again you were advised of.
  
  
  Dear *****************,
  Thank you for using Flyus.com . Please note that your ticket(s) is (are) NON-REFUNDABLE but *** be re-booked for future travel. All cancellations must be made BEFORE the original date of departure to retain the value of the tickets. In addition, your new/re-booked travel must be completed no later than Jul 03, 2024 , one year from the original date of ticketing.
  The airline fare rules for your ticket requires you to re-book at the same time your cancellation is processed. When you are ready to re-book, the airline will charge a penalty of USD $ 135.00 per passenger plus any difference in airfare, taxes, and fees. At that time, Flyus.com will also charge a fee of USD $ 300.00 which covers our processing costs.
  Here are some general restrictions:
  Cancellations must be made before flight departure - otherwise, you *** be listed as a no-show and will lose the value of your ticket
  You cannot change the name on an airline ticket or give the ticket to someone else to use
  You cannot exchange a ticket from one airline to another
  You cannot change the routing, including departure or arrival city and stopovers
  In order to continue with the cancellation of your reservation and a re-booking of your ticket(s), please click here or go to Manage My Booking. You will be asked for an e-signature acceptance of the cancellation to reservation 4L6RWX in addition to providing the desired departure/return dates for re-booked trip. Once we receive your cancellation request, one of our ticket exchange travel specialists will contact you within ********************* making a new reservation/booking.
  
  
  Instead of rebooking you opened on 8/29/2023 a dispute with your financial institution and the airlines advised us your ticket would be deemed suspended until the chargeback ( dispute was closed).
  
  
  9/25/2023 Flyus.com email :
  
  
  Dear *****************,
  
  We have received your acceptance to the cancellation quote sent to you on August 7, 2023.
  At this time no changes can be made to your tickets due to the chargeback you opened. If the chargeback has been closed we must receive the documents from your banking institution which advised the dispute has been closed. We are unable to make any changes to your tickets until the chargeback has been through the entire backend process.
  Due to the chargeback you opened our agency has been charged for the disputed amount of $2,786.00 as well as a $50.00 Chargeback fee. Until we receive the funds back from our merchant provider for the open dispute, no changes can be made to your reservation.
  
  Sincerely,
  Flyus.com Customer Care
  Phone: +1 ************ 24 hours a day, 7 days a week.
  
  
  Based on the documents you submitted the airlines reopen your tickets as the dispute was closed. We went ahead and email your a new change quote based on your new travel dates. The airlines calculate there penalty/  fare difference  and we have no control over those fees. The only thing we have control over is our processing fees which Flyus.com is very transparent about to all customers at the time of booking and no point hidden.  
  
  Please see the quote which was sent but never accepted. 
  ********* 09:55:56
  Quote made by
  Flyus.com QUOTE Airline Penalty: 135.00 | Flyus Fee: 150.00 | Original Fare: 2647.30 | New Fare: 4071.60 | No Paxes: 2 | Diff: 1424.30 | Total: 1994.30
  
  
  On Fri, Apr 12, 2024 at 8:00 AM Flyus.com <********************************> wrote:
  lightsCarsHotels
  Dear *****************,
  

  This email is a notification that the exchange quote previously provided to you has expired as we did not receive your acceptance or approval to move forward with the requested changes to your itinerary.
  No changes have been made to your existing reservation and you will not be charged any fees associated with the requested change.
  Should you require any further changes to the reservation, you will be required to submit a new change request. Please call our Customer Support at +1 ************ 24 hours a day, 7 days a week for assistance. You *** also click here to submit a change request online.
  Prices and availability quoted above are not guaranteed and are subject to change at any time until full payment is received and the airline tickets are issued/re-validated. Airline carriers reserve the right to change their flight scheduled dates, times, and fares, without notice. Flyus.com is not responsible for any changes in fare, or any changes that *** occur during the change verification process. We will not be able to process your order if the information provided does not match or if the credit card transaction was not accepted by the issuing card company or bank.
  Thank you again for using Flyus.com . We hope that you will consider us for future travel needs.
  Sincerely,
  Flyus.com Customer Care
   
  
  ********************** cannot override airlines' current fares /penalties and fare differences when customers are rebooking. Therefore our team will send you another change quote but until we receive your acceptance your tickets cannot be rebooked. Our team will continue to assist you but need your electronic acceptance to move forward in rebooking your tickets.   

   

  Thank you.

  Flyus.com customer care team.
  
  

  
  

  Customer response

  05/02/2024

   
  Complaint: 21635407
  
  I am rejecting this response because:

  During our conversations last year the amount it could cost me to reschedule the flight was not disclosed. After requesting to reschedule my flight you quoted another $1994.30 to be able to use my tickets this year and came back a week later with the amount of $3750.30 in addition to $2700 I paid last year. This is absorbing unacceptable. As a customer I feel taken advantage of by your unfair business practices. In addition you charged me $25 without communicating or gaining permission to charge my card. Which is fraudulent. Why is my card information being save and charged without a consent? How can I do business with you in the future or recommend you to my peers after this experience? 

  
  Sincerely,
  
  Guli Has

  

  Business response

  05/02/2024

  Dear Customer,

  In regards to your response. The prices are not control by Flyus.com so we cannot alter the airlines price with what you booked last year but we do make sure your credit ( which is held by airlines) area apply to your new booking.Also for every change quote each customer is charged small fee of $25 and this was very transparent when you requested new dates using our online portal. We are aware our team send you another quote yesterday with your requested dates again depending on time of year the airlines prices can be higher. All funds when a customer make reservation stays with airlines as they are the merchant on file so we cannot override there policies and pricing.     

   

  Thank you.

   

  Customer response

  05/11/2024

   
  Complaint: 21635407
  
  I am rejecting this response because:
  

  At this point I am out of over $2700 and still arent able to visit my sick father as your prices are doubling. 
  There is no communication of the $25 charge but whats worst is you charged my card without my permission. I request the entire amount to be refunded and wish I never did business with you. 
  
  

  Sincerely,
  
  Guli Has

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** from Flyus.com said she wouldnt leave me high and dry and she did. Somehow the ticket her company booked me was unfortunately two one ways with not enough time in between my connection to collect my baggage and get to the next gate. I tried resolving it before the first flight out as well as during my vacation. I texted and called multiple times. Nothing. She seemed like a decent and understanding person on the phone when we first talked.

  

  Business response

  01/23/2024

  Dear ***********************,
  

  We appreciate your choosing Flyus.com for your travel needs. Please be informed that our airline partner ****** Airlines does not include baggage in our fare reservations. Therefore any charges related to baggage are based on the airline's policies and should be paid directly to them. All our tickets are issued the way the customer chooses on the website. 
  In your case based on the documentation our customer care team *** did assist you with all your questions about your baggage issues.  Again Flyus.com does not advise on bags especially when it's advised on your booking there was none included. 
  
  Checked Bag Allowance
  ************ - ST. ****** -- 0PC / PER TRAVELER
  BG
  NO CHECKED BAGS INCLUDED
  ******************************* -- 0PC / PER TRAVELER
  BG
  NO CHECKED BAGS INCLUDED
  

  For detailed information on baggage fees and policies, we recommend checking the airline's website or contacting their customer service directly.

  We apologize for any inconvenience and appreciate your understanding.
  

  
  

  Customer response

  01/25/2024

   
  Complaint: 21153026
  
  Your response is entirely inadequate, as it is evident you haven't consulted with ***, who is well-informed about this issue. We had a joint call with Spirit, where it was confirmed that the booking issue lies with Flyus.com. *** promised she wouldn't leave this unresolved, yet she hasn't responded to me at all, as the attached texts show. I require appropriate compensation as the sole means of resolving this situation. I can provide proof of the extra flights we needed to purchase so our baggage wouldnt ended up not on the flight you had booked for us.

  
  You must speak with ***, reassess the calls for a complete understanding, and present a compensation offer that reflects fairness and resolution. This is the only acceptable course of action.
  
  Sincerely,
  
  *********************

  

  Business response

  02/06/2024

  Dear Customer,

   

  As explain in prior communication this ticket was issue in accordance with our ticketing polices and as presented your booking confirmation did not include bags as we do not issue ticket with luggage for ****** airlines reservations. Regardless of whom help you with this case this is Flyus.com policy.

   

  We hope this provides a better understanding to your case.

  Thank you.

  Flyus.com customer care team.

   

   

  Customer response

  02/07/2024

   
  Complaint: 21153026
  
  I am rejecting this response because you are refusing to acknowledge the conversation I had with ***. Please talk with her so that this can be resolved. I know you are aware of who she is since you are a smaller company. 
  

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

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My grandmother has been sent home on end of life care and I have been contacting flyus to give me a refund for my flight home as I am not going now. I waited on hold for 4 hours and had to hang up because I couldn't wait on hold any longer. I contacted the airline and they would give me a refund if I had booked through them even though I purchased a non refundable ticket they just wanted a doctor note, which I have, proving she is on end of life care. Flyus finally emailed me back but said they wouldn't refund me anything because the airline doesn't refund anything based on medical which is a flat out lie. The airline even told me "they are completely lying to you, they can refund you at anytime" at this point for all the trouble I'm going through I will never use this company again. Unreachable and Unreasonable

  

  Business response

  01/11/2024

  Dear ***************************;, 
  

  
  We have received your recent complaint to the  Better Business Bureau. This letter is just to provide additional background about the cancellation request. Flyus.com is very transparent in our terms and conditions, which you accepted and acknowledged at the time of booking :
  
  Cancel and Refund
  Even if your ticket is non-refundable:
  You may cancel your booking and receive a full refund, subject to our cancellation fees if requested within 24 hours (**) or by 9:00pm EST on the same day for ******/****** bookings.
  
  In your case, this reservation was made on 08Jun2023 and you contacted us on 02 Jan ****. 
  
  
  Flight 1 Details
  Carrier/Flight
  
  SAS
  SK 944
  Economy / Sas Go Light 
  Departing
  *******, ******* ***** Intl (***)
  Dec 20, 2023 10:05 PM
  Operated by SAS 
  Arriving
  ******************* (***)
  Dec 21, 2023 01:20 PM
  Carrier/Flight
  
  SAS
  SK 505
  Economy / Sas Go Light 
  Departing
  ******************* (***)
  Dec 21, 2023 02:50 PM
  Operated by SAS CONNECT 
  Arriving
  **************** (***)
  Dec 21, 2023 04:00 PM
  Flight 2 Details
  Carrier/Flight
  
  SAS
  SK 1508
  Economy / Sas Go Light 
  Departing
  **************** (***)
  Jan 03, **** 08:30 PM
  Operated by SAS CONNECT 
  Arriving
  ******************* (***)
  Jan 03, **** 11:25 PM
  Carrier/Flight
  
  SAS
  SK 943
  Economy / Sas Go Light 
  Departing
  ******************* (***)
  Jan 04, **** 03:40 PM
  Operated by SAS 
  Arriving
  *******, ******* ***** Intl (***)
  Jan 04, **** 06:10 PM
  
  Passenger Names
  ***************************** (ADULT)
  ********************* (ADULT)
  
  
  The outbound flights were flown and used. Then you contacted us less than 48 hours before your departure 02 Jan ****, to make changes to your return flight.. Flyus.com is very transparent all change requests have to be submitted 48 hours before departure because it takes time to process with airlines. Our customer care team went ahead and sent you a new change quote as per your request but this was never accepted ( per airline penalties/ fees)  as this was a voluntary change. 
  
  ****-01-02 13:01:21
  Quote made by
  flyus.com QUOTE Airline Penalty: 300.00 | Flyus Fee: 150.00 | Original Fare: 1258.12 | New Fare: 0.00 | No Paxes: 2 | Diff: 56.01 | Total: 956.01
  

  While we understand your grandmother is sick and for this reason, you wanted to cancel, flyus.com is also bound by airline rules and cannot override them. Our team worked with you and submitted all medical documents to the airlines on your behalf  and in the end, the airlines  denied a partial refund for your return flight. 
  
  Please see the airline's response :
  
  
  WAIVER DENIED
  
   Dear Travel Partner, Thank you for contacting SAS ******************* For travel that has already started, we are not able to provide a refund waiver for a partial refund due death/medical emergency in the immediate family. The refund waiver only applies to unused tickets.
  
   Kind Regards,
   ***** S Traveler Consultant SAS Sales & Services SAS ************ Airlines System Dept:  
  
  
  We hope this information helps as we have to follow all airline guidelines a an agency.Again we are sorry to hear about your grandmother. This case will be closed now on our end as we have done everything within our power to assit..

   

  Flyus.com customer care team.

   

   

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a flight at 10:34 P.M. on Wednesday, November 15, 2023. It was a flight for myself, *********************** and my fianc ************************* roundtrip from ********* (***) to ********* (LAS) taking off at 8:00 A.M. and landing at 10:05 A.M. on December 30, 2023. The return trip was from ********* (LAS) to ********* (***) taking off at 11:42 P.M. and landing on Jan 3., **** at 6:49 A.M.I received an email from flyus.com on Thursday, November 16, 2023 at 4:22 A.M. stating, "A fare error has impacted your recently attempted flight purchase.We are unable to fulfill your ticketing request. The airlines reserve the right to change prices and availability at any time and the fare you selected is no longer available. This is beyond our control - we act as the travel agency on behalf of the airlines and can only issue your tickets in accordance with airlines at the time of ticketing."Moreover, the email stated, "But there is good news - A travel expert is waiting on your call!We have access to thousands of unpublished fares that are only available over the phone. Call the number below and one of our travel experts will help you book the perfect itinerary. We have our travel experts waiting for your call!"I attempted to call them twice on November 16, 2023. The first call attempt was for 30 minutes and I left a voicemail as an instructed option. I sent an email to the business and then spent over 3:30 hours on the phone (see attachments) and have not heard back from the business. I would like to speak to a customer agent from the business to resolve this issue.Thank you,*****

  

  Business response

  11/20/2023

   
  Dear *************************,
  

  Thank you for choosing Flyus.com. We are sorry we were unable to fulfil your ticketing request. As stated in the email communication you recieved. A fare error  impacted your recently attempted flight purchase.
  *** airlines reserve the right to change prices and availability at any time and the fare you selected is no longer available. This is beyond our control - we act as the travel agency on behalf of the airlines and can only issue your tickets in accordance with airlines at the time of ticketing. Our team can only assit you on phone once you create a new reservation. We ask that you check our website if you wish to rebook and contact us for ticket issuance or if you many have any further questions.    

   

  Thank you for your understanding.

  Flyus.com customer care team.
   

  Customer response

  11/21/2023

   
  Complaint: 20882574
  
  I am rejecting this response because: One, I am unsure if there charge for the flight went through and was credited back to my original form of payment. Two, this is not about fulfilling the air travel I booked. I understand that the airline has a right to change fairs and you are just an intermediary. I am rejecting the response because  the email I received informing that you were unable to ticket my reservation stated, "But there is good news - A travel expert is waiting on your call!
  We have access to thousands of unpublished fares that are only available over the phone. Call the number below and one of our travel experts will help you book the perfect itinerary. We have our travel experts waiting for your call!". I called to speak with someone and was on the phone for a total of FOUR hours. I left a voicemail and sent an email and have not heard back from anyone. This is a customer service issue that needs to be amended.
  
  Sincerely,
  
  ***********************

  

  Business response

  11/22/2023

  Dear Mr.  ***********************,

  There were no charges as we could not issue your ticket. To reiterate if you made a new booking as we are an online agency our travel specialist would have been able to assit you further.  

   

  Hope this information helps.

  Thank you,

  Flyus.com customer care team.

  Customer response

  11/22/2023

   
  Complaint: 20882574
  
  I am rejecting this response because: To reiterate I made a new booking and your agency responded after a fare error impacted my attempted flight purchase. Once again, the email said and I quote, "But there is good news - A travel expert is waiting on your call! We have access to thousands of unpublished fares that are only available over the phone. Call the number below and one of our travel experts will help you book the perfect itinerary. We have our travel experts waiting for your call!"

  Please reread your OWN email. A travel agent is waiting on MY CALL. Your email said this. I repeat, your email told me to call. I spent a total of 4 hours on the phone waiting for the travel agent YOUR email promised. Those 4 hours cost me $2,000 in business. These are your own words. I would like to speak with someone or I will escalate this further. Please take accountability. I can be reached at ************.

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

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 09/26/23 I used ****** flights to book tickets to ******** for my sister and I. After choosing the flights, I was redirected to Flyus.com and I completed the check out - total $109.40 (png 1). I received an email immediately at 09:00 AM "will be quality checked, and your tickets will be issued...within 1-3 business hours" (png 2 and 3). To my surprise, at 09:01 AM my credit card sent me a message informing about a $142.36 charge to ****** Airlines (png 4). I called Flyus **************** right away and spoke to *****. She said to wait until I received an email with the tickets.At 11:20AM I received a message from Flyus: "We have received notification of a fare increase from the airline PRIOR to your form of payment being processed and ticket(s) issued..." (png 5 and 6) - how is that possible since the charge was posting right after the flight was confirmed? To be exact, 1 minute after! I called Flyus again around 11:30 AM and spoke to the same agent *****. She said there was nothing she could do so I requested to speak to the supervisor. No one was available so I requested a call back.The supervisor *** called back at 2:10 pm and I accidentally recorded part of our conversation that is available if you need. Here are her exact words: " I explained everything and she responded "I'm sorry we don't have any control over that because there is a time difference between when you create a reservation and when you issue it so I could cancel this reservation free of charge..." I said I don't want to cancel, I want you to honor the price I agreed to pay and the time stamp on the messages shows that the amount was 40% more as soon as I agreed to the price of $109.40. I asked to speak to another supervisor and she told me to call back the next day since she was the only supervisor there.My reservation was unavailable right after the conversation. I believe *** canceled without my permission (png 7). I purchased the same tickets/flights from ****** site for $98.36.

  

  Business response

  10/02/2023

  Dear *************************,
  
  This letter responds to the complaint filed in the above case. This reservation was created on 26, September 2023 for two passengers for a total of $142.36.  
  
  We wish to provide you with a little background information that hopefully explains why a price increase can and sometimes does happen. We use a real-time reservation database, and availability can change between the time an itinerary is created, and when a ticket is reserved or purchased. If the fare you are trying to book gets sold out then the airline will only offer the next best available fare. This happens because the airline has changed the fare amount from the time you made the reservation to the time when we issued the ticket(s). Flyus.com does not have any control over airline pricing or availability and we must abide by the pricing that is set by them. Nor do we have the power to discount the price of a fare the airline is offering. In your case, if the customer refuses to accept the fare increase, we do not force them to accept but the tickets will be voided. In your case, your tickets were voided due to failure to accept fare increases from airlines. Our goal is to fulfill every reservation but we can't override airline rules and pricing set forth. In your case, the airlines did a full refund of your tickets as it was documented fare increase was not accepted. Also to clarify, Flyus.com is not the merchant the Airlie that makes the charges is the one that refunded your funds to your credit card. We never hold customer funds nor can we control pricing. In this case, prior to the customer filing the complaint, ****** Airlines completed a full refund back to your card on file dated ( amount $142.36) 26 Sep 2023.
  
  We respectfully considered this complaint closed on our end and hope this information helps a sit pertains to fare increase and refunds.We are glad you were able to get better price directly with airlines as they do control those pricing .

   

  Thank you again for using Flyus.Com.

  Customer response

  10/03/2023

   
  Complaint: 20677427
  
  I am rejecting this response because:

  The reservation was created for 2 passengers for a total of $109.40 AND NOT $142.36 as you mentioned on your response. My credit card was charged $142.36 one minute after I received the message from Flyus confirming that the total was $109.40 - an immediate 40% increase on the fare - before you even had time to "issue the tickets".
  
  
  If price increase is a common practice even after you receive a confirmation email with Flyus, I dont see any reason to use this website. Im not searching for any compensation or apology and I receive a full refund. All I want from this complaint is to warn future customers not to use Flyus avoiding a bad experience, waste of time and money. By the way, 2 hs after Flyus cancelled my reservation I booked the exact same itinerary for both passengers for $98.36 on the Airline website saving 10% off the original price.

  Regards,
  
  *************************

  

  Business response

  10/03/2023

  Dear *************************,

   

  Hope this information further clarify ,

  The fare you have from airlines are published on there website not ours. While we are glad you got better deal , flyus.com does not control pricing. Also pricing does change daily. The fare increase was from the airlines at checkout. Our team contacted via email once we notice that and again failure for you accepting we had to void the transaction and had the airlines complete full refund.

   

   

  Customer response

  10/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, accept as a resolution but do not agree. Please make sure to post as a warning for other customers.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Japan airline ticket with flyus with reservation code NNASML. The Airline decided to cancel the booking because of Covid. Flyus offered me full refund against the cancellation, I agreed. Never received the refund, kept tried contacting Flyus, almost always unsuccessful on phone but they responded on email and always kept saying they are contacting the airline for the refund. Finally I was able to contact the airline on my own and able to get an email from them that says they never received refund request and they advised me to contact flyus and that only flyus can solve this issue, federal law also says the same. Copy of the email from JAL is attached. Just looking for the refund, been waiting for almost 2 years now.

  

  Business response

  10/09/2023

  Dear Mr. ************************ letter is in response to the above-referenced case. Our team escalated this case back to our customer relations, as standard operating procedure after receiving a complaint we tried contacting the customer. The number on file was disconnected and the number in the complaint we were only able to leave a voicemail. This reservation was made by the customer on 15 November 2021. The itinerary was as below:

  Flight 1 Details
  

  Carrier/Flight
  
  Japan Airlines
  JL 65
  Economy 
  Departing
  *********, ********* Intl (***)
  Dec 29, 2021 11:45 AM
  Operated by Japan Airlines 
  Arriving
  ************* Intl (***)
  Dec 30, 2021 04:45 PM
  Carrier/Flight
  
  Japan Airlines
  JL 39
  Economy 
  Departing
  *****, ***** Intl (***)
  Dec 31, 2021 11:45 AM
  Operated by Japan Airlines 
  Arriving
  ********************************************* Intl (DEL)
  Dec 31, 2021 06:40 PM
  

  Flight 2 Details

  Carrier/Flight
  
  Japan Airlines
  JL 30
  Economy 
  Departing
  ********************************************* Intl (DEL)
  Jan 25, 2022 08:05 PM
  Operated by Japan Airlines 
  Arriving
  *****, ***** Intl (***)
  Jan 26, 2022 06:55 AM
  Carrier/Flight
  
  Japan Airlines
  JL 2
  Economy 
  Departing
  *****, ***** Intl (***)
  Jan 26, 2022 05:30 PM
  Operated by Japan Airlines 
  Arriving
  *************, ****************** (***)
  Jan 26, 2022 10:00 AM
  Carrier/Flight
  
  Japan Airlines
  JL 5460
  Economy 
  Departing
  *************, ****************** (***)
  Jan 26, 2022 02:30 PM
  Operated by SKYWEST AIRLINES AS ALASKASKYWEST 
  Arriving
  *********, ********* Intl (***)
  Jan 26, 2022 04:00 PM
  
  Passenger Names
  Mr ***************** (ADULT)

   

  The customer contacted our customer care team on ******************* and advised due to  
   your advisory for **** requirements during COVID-19  he needed a **** to transit from one airport to another and he was advised to call the travel agency to reach out to Japan Airlines for a refund.  

  Since the customer accepted the cancellation below dated  12/15/2021 our team went ahead and submitted for a refund on our customer's behalf based on the information he was given by the airlines. During that time the airlines were dealing with long queues and slow processing of refunds. In some cases no response as in this case. Flyus.com will share below some of our communication which you can clearly see emails of requests for a full refund to Japan Airlines within the given time limit. 

   Flyus.com only initiates the refund process, which then goes to the airlines for approval and monetary return. Flyus.com does not hold any of our customer's funds, as we are not the merchant of the charge for your ticket. In this case our team took your letter submitted and went back again to the airlines and shared all our communications. At this point as of 10/03/2023, they advised us it was being reviewed and we requested them to refund in the form of a check which is the fastest way for our customer to get back his funds. 
  

  Again we have submitted all inquires the airlines requested and as of 10/06/2023 Japan airlines advised FLYUS.COM they are reviewing all our evidence of refund requests and will get back to us. This does take time and we cannot speed up the airlines internal processes. Flyus.com ultimately have to wait on airiness to make decision as they hold funds therefore ONLY them( Japan Airlines)  can refund this ticket. Rest assure our team is on top of this case with airlines and once we have further information from airline our team will be contacting our customer. 

  Please see the customer acceptance for cancellation below: 
  

  
  
  MMB Request
  2021-11-15 19:41:28 NNASML - Fare Increase
  PNR: NNASML
  Accept: accepted
  Fare: 950
  E-mail: **********************
  Date: 2021-11-15 19:41:33
  IP Address: 2607:fb90:7b9e:8838:f90b:9b01:5e4e:2df3
  

  Please see the email communications which are standard operating procedures for refunds, which were sent by FLYUS to  Japan airlines  refund team.
  
  2/24/2022 15:12LT
  

  From:

  Flyus Exchanges
  
  To:
  ********************
  
  Subject:
  Assistance with 3QKR5K - Ticket 1317637415833

   

  Good Morning,
  
  Can you provide assistance with Ticket 1317637415833. Pax was advised by JL airlines that due to restrictions for transit between airports *** and *** the pax would not be able to take the flight. *** is requesting a full refund however I am unable to locate a waiver which should be used to process this full refund. Can you confirm and provide a waiver for full refund for this ticket?
  
  Thank you for your assistance.
  
  If you have any questions and/or concerns please contact our customer support center at *************** 24 hours a day, 7 days a week. You can also contact support at ***********************************************.
  
  
  Again thank you for using Flyus.com, we hope that you will consider us for future travel needs.
  
  Best Regards,

  Flyus.com 

   

  2) Email to Japan airlines 04/02/2022

  From:
  Flyus Exchanges
  
  To:
  *************************
  
  Subject:
  Assistance with 3QKR5K - Ticket 1317637415833

  Good Afternoon,
  

  
  I have emailed the help desk requesting assistance on February 24th however received no response. Can you assist me with the following detail or is there another email I can reach out to for assistance to get this passenger assistance.
  
  Can you provide assistance with Ticket 1317637415833. Pax was advised by JL airlines that due to restrictions for transit between airports *** and *** the pax would not be able to take the flight. *** is requesting a full refund however I am unable to locate a waiver which should be used to process this full refund. Can you confirm and provide a waiver for full refund for this ticket?
  
  Thank you for your assistance.
  
  
  If you have any questions and/or concerns please contact our customer support center at *************** 24 hours a day, 7 days a week. You can also contact support at ***********************************************.
  
  
  Again thank you for using Flyus.com, we hope that you will consider us for future travel needs.
  
  Best Regards,
  

   

  Again we apologized for the airlines delay, as your travel agent we have to wait on airlines for any waiver for refund. Once we have further correspondence from airlines our team will email Mr.  ******** . 

   

  Thank you,

  Flyus.com Relations. 

*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. ↩