ComplaintsforFlyus Marketing, LLC

• Initial Complaint

  02/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked an international trip to Turkey from the USA using Kayak on 10/31/21 that would be departing at the end of March in 2022. This company was selected through Kayak to service the ticketing. Due to a new job and changing COVID restrictions, we needed to move forward with cancelling the ticket. In contacting FlyUs months ago for the first time, I was told a refund amount would be offered to me within 48hrs. This never came. In all the processed months, I have called dozens of times and have only reached a live person 3 times, all telling me the same thing in that I'll be getting an offered refund amount in 48hrs or up to a week. None of this has ever came to me. I believe this company has been actively ignoring me completely in order to get my to a cutoff date where I am not eligible for any refund amount. Please help me mediate this matter as this ridiculous company is refusing to honor their promises after literally dozens and dozens of attempts. Thank you again. ****** ********* **************

  

  Business response

  03/10/2022

  Business Response /* (1000, 5, 2022/02/15) */ Dear ****** *********, In reference to the above complaint. We did receive your request for cancellation on 14 Feb 2022: MMB Request 2022-02-14 11:49:30****** - Cancellation Quote Request PNR: ****** BPG: no E-mail: *********************** Passengers: ALL Date: 2022-02-14 11:49:42 Then shorty, after we email you advising it, takes at least 48 hours for us to get the information from airlines, based on fare rules, and send it to you for acceptance. Please see the email you received below: 2/14/2022 Dear ****** *********, Thank you for contacting Flyus.com Your business and feedback are very important to us. This email is to verify we have received your inquiry and it will be forwarded to the appropriate contact at Flyus for review you should expect a response regarding this matter within 48 hours. One of our team members is currently working to assist you and will try to respond to this matter within 48 hours. Please note that we prioritize customers who are departing within 72 hrs. If your departure date is more than 6 weeks away, it may take up to 7 days to hear back. We ask that you please be patient as we work to assist all customers. Meanwhile, to review your itinerary, request changes, print e-tickets and more, visit Manage My Booking here.We look forward to assisting you.Safe Travels, Flyus.com To clarify any misunderstanding the step is, once you receive the quote it will need to be accepted electronically, and then flyus.com will initiate our refund with airlines. Flyus.com does not hold customer funds. Once the refund is processed your funds will come directly from airlines to your original form of payment and we were advised by all airlines that the process takes 1-2 billing cycles ( approximately 60 days). This is the airline's refund processed and we cannot speed up but have to abide by it. Kindly allow our team to send you the canceled quote within the next 24 hours. We do not ever advise customer for 48 hours for a refund because it's impossible as we don't hold funds and this process take time for airlines. Hope this information helps with your case. Thank you again for your patience and understanding. Consumer Response /* (3000, 7, 2022/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have attempted to contact your company since January 18th with dozens of phone calls and only receiving one response (saying I'll get a response in 48hrs like this same canned response). I now call and immediately get disconnected saying "there is nobody to receive your call". Below is proof of my January response saying I will get a refund response in 48hrs. Since then, I never get anyone on the phone or ever another response. This is unacceptable. I refilled this new request as your company is refusing to provide even a shred of customer service with a simple request after I have paid about $1600. Business Response /* (4000, 9, 2022/02/17) */ Dear Customer, On 2/16/2022 you were contacted by our customer care manager . As per airlines fare rules, Lufthansa tickets are not refundable as flights are not cancel and operating. Also they are allowing credit but applicable fees as customer choose to cancel voluntary. We have reduced our fees to assit when customer is ready to rebook however we have no control over airlines penalty. Below is the quote we received from airlines , which was forwarded to customer 2/17/2022: This was also accepted and will be submitted to airlines. All refund once processed comes back to customer original form of payment and the time limit we have is 1-2 billing cycles. Airline Penalty: 300.00 Flyus Fee: 50.00 No Paxes: 2 Total Paid: 1548.12 Total: 948.12 Ticket Status: Refundable with Fee BPG: NO Void Period: No Void Free Period: No Domestic/Intl: Yes Is Kayak: No We hope this information helps. Consumer Response /* (3000, 11, 2022/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept it because all they had me do is mark for a refund, but I haven't received any payment back. I would like to keep this open until I receive my money. I do not trust this company at all! I've waited and waited and you can't even speak with a live person so I don't want to risk it. Consumer Response /* (3000, 13, 2022/02/28) */ On 2/25/22 I only received part of the refund I was promised back for my tickets. I will show what was deposited into my account and what was promised back from Flyus company. I'm very upset as they already took $700 for nothing and wouldn't refund the full amount or give me flight credits to use in the future. Business Response /* (4000, 15, 2022/03/01) */ Dear****** *********, In reference to your complaint. We are glad to hear the airline processed your refund. Please keep in mind the airlines were the ones that were deducted fees. These were penalties fees that you accepted at the time of cancellation. Again not paid to flyus.com. but directly taken from airlines. On our side, we made an exception in reducing our processing fees to $100 ( 50 per pax) to assist you in getting this refund processed. Please see the quote to which you were advised of airlines' applicable fees for canceling flights. Any voluntary cancellation the airlines will have fees and as your travel agent, our job is to make sure we are advising our customers prior to customer acceptance. In this case, you were advised and accepted prior to us submitting on your behalf to airlines for a full refund. ACCEPTED Airline Penalty: 300.00 Flyus Fee: 50.00 No Paxes: 2 Total Paid: 1548.12 Total: 948.12 Ticket Status: Refundable with Fee BPG: NO Void Period: No Void Free Period: No If you should have any questions pertaining to the airline charges do feel free to contact them directly as this was deducted as per their fare rules. We hope this clarifies any misunderstanding surrounding the airline's penalties for voluntary cancellation. Thank you, Flyus.com customer care team. Consumer Response /* (3000, 17, 2022/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) That amount I was told wasn't the amount I received! I was short almost $200 from the amount I was told I would receive. So I'm not happy because there is still another $200 Unaccounted for at this time. Business Response /* (4000, 20, 2022/03/03) */ It won't allow me to respond to this case but I can confirm on our end the fees charged were $100, which was reduced and accepted by the customer. Consumer Response /* (3000, 22, 2022/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Like I have said before in the response, I only received part of the refund I was promised. I still have over two hundred unaccounted for. So like I said I will not close this completely until I receive the full refund I was promised back.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I was charged $69.95 below for seating "assignments" for 2 legs of a flight that were not even assigned/given or CONFIRMED when I called Turkish airline to inquire (flyus check-in links did not work) and lost part of the seating after check-in with the airline itself. I need my seating fees refunded immediately or I will take it up with my bank or further. flyus confirmation ID - 1 plane ticket purchased Feb 8th at 3:06pm PST with seating assignments 3JGELP Total Booking Cost (including airfare taxes + fees) 1 Adult Ticket $ 522.50 Seats Costs $ 54.00 Seats Service Fees $ 15.95 Support Package: Basic $ .00 Total Cost $ 592.45

  

  Business response

  03/07/2022

  Business Response /* (1000, 5, 2022/02/11) */ Dear Ms. *** ******* , In reference to the above complaint. As per our records we were not able to assign your seats and there were no fees charged. If you're seeing something different kindly submit a statement for us to review with those charges. Thank you, Flyus.com customer care team. Consumer Response /* (3000, 7, 2022/02/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not been provided my refund that I have asked for. Business Response /* (4000, 10, 2022/02/15) */ Dear Ms. *** *******, To clarify on the booking confirmation show breakdown of your request for seats and our service fees, however due to fact we were not able to assign any seats, no fees were charged in our system. Kindly email our accounting team a screenshot of these fees ( charges). if shown charged to Accounting@flyus.com. Thankyou. Thnakyou. Consumer Response /* (3000, 13, 2022/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already provided a screenshot of the charges but they are not checking on that or not understanding that and they keep going around in circles and delaying all this. They are refusing to refund me for this. I will take this to court if I have to. Refund me and show me a SCREENSHOT of the full refund. Consumer Response /* (3000, 14, 2022/02/15) */ ***Document Attached*** Documents Business Response /* (4000, 16, 2022/02/16) */ To further clarify your screenshot is showing what was quoted on your booking confirmation, not charges. As we were unable to provide any seating assignment the service fees and payable seat fees to airlines were not billed. Again if you send a copy of those charges from your credit card statement to our Accounting at Accounting@flyus.com. The only charge you have on this reservation as pr our records were for your tickets. We ask that you review with your financial institution. Consumer Response /* (3000, 18, 2022/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I should have a charge of $522.50 please send a financial statement immediately from your side showing that because on my end I have been charged more that that! And I do not have time to go back and forth on this if you are not understanding that

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Saturday Feb 5 at around 9pm pacific time, I purchased four tickets from LAX to IST about Turkish Airlines (reservation ******** for $4896.68. When I received the notification from Flyus.com minutes later (received at 9:04pm), the message indicated "NO CHECKED BAGS INCLUDED" for both legs of the round-tripthis was a surprise to me as it had not been indicated online at the time of booking (through momondo.com). Because this would cost my family quite a bit more than the advertised price, I called right away to cancel. An agent indicated that I had called within 7 minutes of the online booking, and I would be able to cancel the booking with no cancellation fee since I had called before flyus.com purchased the tickets on my behalf. I received an online "cancellation quote request" from flyus.com at 9:20pm. On the basis of this conversation, in order to lock in low prevailing prices, I purchased new tickets directly from the airline. The next morning (at 6:38am) I received a message from Flyus.com indicating that I would be charged a $200 cancellation fee, contradicting what the agent had told me the night before. I immediately sent a reply challenging this. At 7:35am I received another note from Flyus.com saying that in fact their tickets allowed for 2 bags per passenger, contradicting information from the message they had sent me following my initial booking, or I could cancel for $200 ($50 per passenger). But at this point it was too late as I had already booked with the airline. Because the Flyus.com telephone would not connect me with an agent after several tries I sent an email asking not to be charged this fee as I had to cancel due to their own incorrect and conflicting information. Despite this I was sent a message this morning at 10:05am indicating that my ticket had been cancelled and I would be charged $200. **please note, I have copies of all emails received from Flyus.com, documenting the foregoing information**

  

  Business response

  02/17/2022

  Business Response /* (1000, 5, 2022/02/11) */ Dear Mr. ***** * ***, We thank you for booking with flyus.com. We appreciate the feedback and our team will review with momondo.com why checked bags were displayed in fare. Also as per booking confirmation, we did advise no checked bags included. The fees paid for this cancellation of $200 were voided and should reflect back on your credit card within 7 business days. Please let us know in case you do not receive back this. This was what we send out based on airlines fare base: Passenger Names ******************************************************************************************************************************** LOS ANGELES - ISTANBUL 0PC / PER TRAVELER BG NO CHECKED BAGS INCLUDED ISTANBUL - LOS ANGELES 0PC / PER TRAVELER BG NO CHECKED BAGS INCLUDED Again we apologize for any inconvenience caused and will open up an investigation with the momondo.com booking site. Kindly let us know once you received the refund. Thank you, Fllyus.com customer care team. Consumer Response /* (2000, 7, 2022/02/16) */ Many thanks! I'm very happy to receive this response, and so quickly. I'm impressed by how professional and effective you folks are. Have a wonderful weekend,

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/4/2021 I booked a flight from NYC to Moscow (with a layover in Istanbul) for $616.99. through Flyus.com. Air company - Turkish Airlines. Dates of the flight -Apr 8, 2021, 1:00 PM to Russia,Moscow and Apr 29, 2021, 1:30 AM back to USA, NYC. I flew to Moscow, Russia according to the schedule. While being in Russia I checked the status of my return flight on Flyus.com and saw that the flight was cancelled. Immediately I called Turkish Airlines to find out what happened, assistants there explained to me that I can only ask for explanation and refund at Flyus.com. No emails, no phone calls, nothing was sent my way to explain, apologize or offer assistance.I booked my flight through another company. When I arrived to US I started calling Flyus.com - no answer. When I finally pressed button "book a flight" while calling, miraculously assistant answered. They started coming up with excuses that they cannot refund anything until Turkish Airlines refunded them. Instead they were insisting that I should go to their portal and press cancel my flight. I said that I didn't cancel - you did. They also were trying to charge me cancellation fee for forcing me to cancel flight so they can blame this on me. I never heard such an explanation by air company. When I asked to talk to the manager a lady on the phone started telling me that there was no manager on site by that time. I dialed from a different phone number pressing again "book a flight" and I asked for a manager who again miraculously was right next to the assistant. When they realized that it was me again they started to come up with nonsense excuses about refund again, saying it will take them a month or 2. They didn't offer me any credit also. Then both of the ladies on the phone were talking quietly to each other and after they would just hang up on me. It's been 10 month and no refund. They also don't service their phone number anymore

  

  Business response

  02/23/2022

  Business Response /* (1000, 5, 2022/02/07) */ Dear Ms. ********* ******, We are sorry the airlines had a schedule change on your return. We are also aware when you contacted us on your case it was advised by the manager that customers are required to always re-confirm their return flights 72 hours prior to departure. On that call also our team submitted to airlines for a partial refund. Since getting compliant we have submitted another inquiry to airlines and it was confirmed and they also verify in receipt : It states that your refund status was submitted from our end on 2021-05-07. The airline released and refunded the partial refund amount on 05/12/2021 to the same CC used for the purchase, ending in 8161. Please check with your bank and verify the transaction should be listed under Turkish Airlines, refund amount $311.10. If you have any questions and/or concerns please contact our customer support center at +1(813)670-2359 24 hours a day, 7 days a week. You can also contact support at https://www.flyus.com/support.html. Again thank you for using Flyus.com, we hope this information help you. Thank you, Flyus.com customer care team.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a flight ticket to Thailand in November 23 2021. the flight round trip cost $826.17. I canceled my flight and received a call and email telling me that I would receive a refund. its been 2 months since and I still haven't received my refund. its been impossible to speak to them over the phone and my emails to the company have gone unanswered.

  

  Business response

  02/25/2022

  Business Response /* (1000, 5, 2022/02/09) */ Dear Mr. ****************, We appreciate you bringing this case to our attention. Upon reviewing this with our accounting team, we can assure you this transaction was voided on 24Nov. Please see the transaction below: Refund was made on a **** ending **** exp 10 24 TICKET *************** **************** ******/1P/0G6 3355862 CPN FROM/TO FLT DATE FBC STATUS 1 SFOSIN SQ7 07DEC21 ***********/3 VOID 2 SINBKK SQ708 09DEC21 ***********/3 VOID 3 BKKSIN SQ711 31JAN22 ***********/3 VOID 4 SINSFO SQ8 01FEB22 ***********/3 VOID Please check with your financial institution and provide a copy of bank information to our team at ******@flyus.com. Again to reiterate this was voided on the date provided and advised in all prior communication on 24 Nov 2021. If you should have any questions, please don't hesitate to contact us. We hope this information helps with this case. Thank you, Flyus.com customer care team.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered tickets from Flyus in September 2021 for flights in February 2022. We need to cancel the flights, but have received NO response from Flyus. I contacted them via their website as they require on January 4 and 13 and have received no response, even though they say I should have received a response in "up to 7 days". Today we called to see if we could cancel via a person, we waited an hour on hold. When we reached an agent he said he would consult with a colleague, then he put us on hold. After about 5 minutes the agent hung up. Since then, we cannot even call the line as it is immediately disconnected. There is no way to communicate with this company and get our cancelation request in.

  

  Business response

  02/17/2022

  Business Response /* (1000, 5, 2022/02/03) */ Dear Ms. ********* ****, We thank you for choosing flyus.com. In response this complaint and upon reviewing documentation our customer care did spoke with you twice 2/2/2022 that call was disconnected and then again 2/3/2022. As advised on call and in your cancellation quote received, the airlines are operating all flights as schedule. There is no scheduled change on this reservation therefore they have advised us tickets are non refundable. Our team also email you this information 2/2/2022. If you should require another call back for for further clarification please let us Know. Failure to notify us prior to departure the airlines will mark you as no-show and you will loose credit. We hope this information helps with your case. Thank you, Flyus.com customer care team.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid for flight from Chicago to Rome and back, payment made . Leave 9/25 and return 10/5. Hours later they tell us we have to pay more money (from $766 to $814) for the flight we already paid for. Then the next day they change the return flight to 2 days later, which would make us miss a wedding. Their customer support is lacking and we haven't been able to get ahold of a representative after calling and being on hold multiple times. Very disappointed and would like for this to be resolved.

  

  Business response

  03/14/2022

  Business Response /* (1000, 5, 2022/01/27) */ Dear ***** *********, We are sorry the airlines had schedule changes that impacted your itinerary. This reservation was created on 25 Jan 2022. Shortly after ticketing the airlines had a schedule change. These changes were made by the airline, not flyus.com. Upon further reviewing prior to your tickets being issued there was also a fare increase from the airlines. We did not ticket your reservation until you accepted their increase. Flyus.com does not control the airline's prices, therefore we always make sure to advise all customers in the event during the quality check if prices go up. In your case on 1/26/2022 prior to us receiving this complaint, our customer care team did contact you and voided your tickets. Also, we went ahead and further reduced our fees to assist in cancellation. We hope this information help with your case. if you should have any further questions please don't hesitate to contact us. Thank you, Flyus.com customer care team. Consumer Response /* (3000, 7, 2022/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The timeline that you describe is inaccurate (we were upcharged first then after we accepted the iternery was changed on us) and there were no discounts given, we were charged the full cancelation fee. Very disappointed in your company, do better. Business Response /* (4000, 13, 2022/02/11) */ Based on our records customer was contacted on 01/26/2022 and indeed we lowered fees to 24.99 each to void. The total charge was ayment Information Transaction Date: 01/26/2022 14:57 Authorization Code: 01366D Charge Description: Amount Of Charge: 49.98 USD Card Holder Name: ***** ******* ******* Hope this information helps. Consumer Response /* (3000, 15, 2022/02/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) We still have the charge of $49.98 to cancel this and it has not been voided. Still very unhappy with paying $50 for me to book a flight, have it get upcharged, have the return moved by multiple days, and then finally cancel it because the return flight offered didn't work for our schedule. This is all very sketchy to me and I don't feel like your customer support tried to help us at all, and we definitely didn't get any discounts we were still charged the $50. Business Response /* (4000, 21, 2022/03/02) */ upon reviewing this case, I saw our team responded to this complaint these were valid charges that the customers accepted prior to our customer care voiding/ canceling this reservation. Flyus.com does not have free 24-hour cancellation, we do offer customers our best purchase guaranteed in this case we reduced these fees and they were only charged 49.98. Please see below customer acceptance to these fees prior to us voiding /canceling these tickets. To reiterate these fees were reduced already to assist customers, therefore, we cannot waive them. Our fees are very transparent in our terms and conditions which each customer has to review/ accept prior to booking on our website. It was also explained verbally on a call with customers the day they ask us to void/ cancel this reservation. 2022-01-26 14:30:50 Quote made by Flyus.com ACCEPTED Airline Penalty: 0.00 Flyus Fee: 24.99 No Paxes: 2 Total Paid: 766.14 Total: 766.14 Ticket Status: Void BPG: NO Void Period: Yes Void Free Period: No Hope this information helps in this case. If you have any further questions, please don't hesitate to contact me.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted the company several times and they never answer their phone. I'm trying to get a refund on flights due to Covid Omicron. They never answer their phone line no matter what time you call them. I need to know where I'm in the refund process. I have completed all of the steps they require you to do on the website to initiate a refund but its been several weeks and I've yet to receive a refund? My booking number is *******

  

  Business response

  02/11/2022

  Business Response /* (1000, 5, 2022/01/25) */ Dear ****** *****, We are truly sorry that you had to cancel your travels plans. We are still experiencing longer hold times than normal, as our team is working 24/7 trying to assist all our customers with airlines changes and ongoing cancellations. However, we allow customers the option to leave a voicemail for a return call from our customer care representative. In your case, we did not receive any calls from you. We do request all customers to submit their cancellation request online using our online portal, which was done on: MMB Request 2022-01-10 19:04:31Urgent - ****** - Cancellation Quote Request PNR: ****** BPG: yes E-mail: *************@hotmail.com Passengers: **** Date: 2022-01-10 19:04:41 IP Address: ************* Based on airlines fare rules, they only allow refund with a penalty which you were advised. Also, flyus.com processing fees apply. In your case, we went ahead and further reduced those fees to assist you prior to receiving this complaint. 2022-01-14 03:19:49 Quote made by Flyus.com ACCEPTED Airline Penalty: 267.00 Flyus Fee: 50.00 No Paxes: 4 Total Paid: 3788.32 Total: 2720.32Ticket Status: Refundable with Fee BPG: NO Void Period: No Void Free Period: No Domestic/Intl: Yes Is Kayak: Yes PNR As per our documentation this quote was only accepted /14/2022 and an email was also send advising you the credit card on file did not go through for flyus.com fee. ***************************************@hotmail.comDate2022-01-24 13:44:06IP Address ************* Hello, Thank you for accepting the cancellation quote quote, please note card declined for the processing fee of USD50.00 per ticket, please authorize the charge and advise once we can try again to process the payment so we can finalize the refund process from our side. Thank you for your understanding. This morning 1/25/2022 a new card was updated and refund processed as your acceptance and airlines fare rules. As travel agent we only initiate the refund, then the refund will be coming back from airlines to your original form of payment. Kindly allow the airlines 1-2 billing cycles. Please your ticket status as now refunded: TICKET ************* *****/**********.M ************* XXXXXXX CPN FROM/TO FLT DATE FBC STATUS 1 LAXJED SV42 13***22 VLOWUS REFUND TICKET ************* *****/*********** ************* XXXXXXX CPN FROM/TO FLT DATE FBC STATUS 1 ****** **** 13JAN22 ****** REFUND TICKET XXXXXXXXXXXXX **************** ************* XXXXXXX CPN FROM/TO FLT DATE FBC STATUS 1 ****** **** 13JAN22 ****** REFUND TICKET XXXXXXXXXXXXX **************** ************* XXXXXXX CPN FROM/TO FLT DATE FBC STATUS 1 ****** **** 13JAN22 ****** REFUND If you should have any further questions, Please don't hesitate to contact flyus.com customer care. Thank you, Flyus.com Customer care team. Thank you for your understanding.

• Initial Complaint

  01/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked flights for my entire family. I accidentally booked my in law's flight with her nickname of Cindy. (legal name is Cynthia). Within 5 minutes...(flight confirmed 1/3/22 @ 8:33am and change request @ 8:37am ), I realized that and made the change request online. The confirmation email said that it would be 48 hrs before I would hear from them. I called back on 1/15 & I spoke with an agent who told me it was not possible to update her ticket without a passport which she does not have. Our flight is domestic, not international. I was very upset and asked to speak with a manager. She told me that they would call me back. When they finally did call me, it was after 11pm a day or two later. I missed it because it was so late. I tried calling back and was able to speak with another agent. She informed me that all they needed was a government issued ID. Great, I uploaded it to their online portal. I heard back from an agent within a day or so. She called to inform me that my ticket could be updated and that they would be charging a fee of $34.00 to change my mother in laws nickname to her legal name (Cindy to Cynthia). I again was very frustrated....my mistake but this should not be that big of an issue. This agent was very rude and she said that "she isn't the one that made the mistake" and "FlyUs doesn't feel like they should pay for our mistake". Again, I take full responsibility for putting the name in incorrectly. I tell her that I didn't appreciate her speaking to me that way and that we will not be booking through FlyUs again. She then proceeds to be very rude again. I told her to charge the $34 & make the change. We both hung up at that point. That was 1/19 and it's now 1/22. The change has still not been made. A simple way to handle this would have been to tell me "Oh, thanks for letting us know. We will get this corrected for you. We hope to earn your business in the future! Enjoy your trip!" but instead, I was met with rude & non accommodating agents.

  

  Business response

  02/23/2022

  Business Response /* (1000, 5, 2022/01/26) */ Dear **** ******, In reference to the above complaint. This reservation was created on 2022-Jan-03 08:33:11. The names you enter at the time of booking were: Flyus.com is very transparent we cannot edit customer information and we advise all customers to double-check government ID when booking. Passenger Names ***** ****** (ADULT) **** ****** (ADULT) While we understand this was a simple mistake, airlines still have fees associated with any name correction as we cannot edit customer names. Our team has already emailed the airlines and worked on your case but these request does take time. We ask for continued patience and once this is confirmed and completed our team will email you. Also, flyus.com does not have any fees associated to get this fixed, only the airlines which we cannot override or waive. Once we have the airline's final response our team will email you accordingly. Thank you, Flyus.com customer care team. Consumer Response /* (3000, 7, 2022/02/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since the original request has been made on January 3rd, *****'s name has not been corrected to *******. I have now contacted the business 3 times that have been documented. It has not be completed even since the response from Fly Us in January. This needs to be fixed now. Waiting over 30 days to have a simple mistake fixed is unacceptable. I have contacted ****** Airways and they said that this was a very easy fix but due to us booking through FlyUs, we had to have it corrected by FlyUs. Business Response /* (4000, 9, 2022/02/09) */ Dear **** ******, The airline is still working on this. As mentioned in prior communications any name correction has to be done directly with airlines and we cannot speed up their processes. Several reminders were already sent to them and we were advised to wait. Hope this information help once this is completed our team will email you accordingly. Thank you.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased tickets 8/24/21 - no issues at this time. Received notification flight had changed 12/19/21, website showed a schedule change, I approved it. There was no information in the email or on the website referencing a cancellation at that time. 12/31/21 received an email that one leg of the flight had been cancelled and to review the cancellation quote including a $100 fee. I attempted to contact the customer service hotline multiple times and was hung up on each time. I sent an email asking for additional information and if I could retain the remaining flights and book a separate flight (see email stream attached). At this point no information had been shared regarding a timeline for response and flight is in March. Finally received response from FlyUs stating that the timeline for receiving a refund had passed and now I would not receive any refund. Apparently the flight was cancelled on December 21st but I was not alerted until December 31st - they did not alert me that I needed to respond within 5 days and did not respond to emails quickly. Emails are challenging to understand and do not answer all questions.

  

  Business response

  02/02/2022

  Business Response /* (1000, 5, 2022/01/17) */ Dear ****** ******, This letter serves to provide additional background information surrounding airlines refund and our processing fees, which are very transparent in our terms and conditions. Flyus.com is only a travel agency and does not control the refund-ability of any ticket. This is controlled directly by the airline. Flyus.com only initiates the refund process, which then goes to the airlines for approval and monetary return. All refunds are done directly with the issuing airlines. In your case, there was an open dispute which you opened with your bank. We can confirm our team sent you a quote advising your tickets can get refunded, however with applicable fees. In your case these fees were reduced from $100 per pax to 50usd each. Please see below quote which was email and never accepted: 2022-01-16 14:38:50 Quote made by flyus.com QUOTE Airline Penalty: 0.00 Flyus Fee: 50.00 No Paxes: 2 Total Paid: 899.10 Total: 899.10 Ticket Status: Refundable with Fee BPG: NO Void Period: No Void Free Period: No We are also requesting a new form of payment that belongs to you since you have used Affirm for this purchase, we can not process the flyus operational fees using Affirm, once the new quote is accepted and flyus fee are processed, we will finalize the refund and SK will release the total ticket costs directly to Affirm. Please either reply to this email or you may call us to provide the new Cc with the associated billing details, such as expiration date, Cc holder name, and billing address. We are aware an email was send by refund team. Kindly respond to them with the information needed. Thank you, Flyus.com customer relations Team.

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