ComplaintsforFlyus Marketing, LLC

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased roundtrip tickets for $529 to Europe via Flyus in June of 2021. I was scheduled to fly from the US to Amsterdam on December 4, 2021 with a brief 4-hour stopover in Iceland. I was then to return to the US on December 14th from Paris with a brief 1-hour stopover in Iceland. Three months later in September, Flyus sent me an email notifying me that my flights had been changed by a full day without my consent. My departure from the US to Amsterdam was changed from December 4th to December 3rd, and my departure from Paris to Reykjavik was changed from December 14th to December 13th. However, my flight from Reykjavik to the US remained unchanged for December 14th, thereby requiring me to pay for a hotel and stay overnight in Reykjavik, one of the most expensive cities on the planet. Flyus agreed to refund me the price of my tickets after I reminded them that federal regulation mandates that "(a)irlines and ticket agents have a legal obligation to provide refunds to consumers if the airline cancels or significantly changes a consumer's flight . . . and the passenger chooses not to travel." Flyus did, however, state they would be charging me an exorbitant and extortionary $50 "processing/cancellation fee" in order for me to receive my refund. I suppose I should count my blessings because their terms and conditions state that their standard cancellation fee is $250. It's been over a month and a half since Flyus agreed to give me my money back, but I have yet to see any refund. All my calls and emails to Flyus have gone unanswered as well, including to the email address they have posted here: customerrelations@flyus.com. Lesson learned. I will never purchase tickets through Flyus or any third party ever again.

  

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2022/01/12) */ Dear ********* **** *******, In reference to the complaint received by BBB. We are sorry that the airlines had a schedule change that impacted your reservation. These changes were made by airlines, not fly us.com. Based on our record and as per your request a full refund was submitted to the airlines on your behalf. Also to clarify our fees which you accepted ( processing fees) were lowered to 50usd as this was not a voluntary cancellation. These are fees customers agree to once you make reservations on flyus.com, which is very transparent in our terms and conditions. Once the customer accepted the cancellation quote electronically, Flyus.com initiated the refund with the airlines. Please see customer electronic acceptance below: 2021-11-29 11:30:36 Quote made by Flyus.com ACCEPTED Airline Penalty: 0.00 Flyus Fee: 50.00 No Paxes: 1 Total Paid: 511.45 Total: 511.45Ticket Status: Refundable with Fee BPG: NO Void Period: No Void Free Period: No Domestic/Intl: Yes Is Kayak: No We went back to the airlines to check the status of this refund and please see below this was indeed processed. TICKET ************* *******/********** ******/**/*** ******* CPN FROM/TO FLT DATE FBC STATUS 1 ****** ***** 03DEC21 ******** REFUND 2 ****** ***** 04DEC21 ******** REFUND 4 ****** ***** 13DEC21 ******** REFUND Also per the cancellation quote sent and accepted the refund process typically takes 1 - 2 billing cycles (Months) to be finalized, unfortunately, this time frame is out of our control. However please know at this time your tickets have been processed for a refund with the airline. We ask that you give the airline time to refund back your funds to your original form of payment. Thank you, Flyus.com customer care team.

• Initial Complaint

  01/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My brother bought tickets from Flyus to Turkey to preform a surgery and my mom was planning on flying with him to help him through this and I was going to help with my little sister. But with covid cases going up we contacted them regarding their cancellation/rebooking policy 8 week prior to the trip and no one answered us, then we contacted them again few weeks later and no answer then we finally got a hold of somebody on the phone and all they could tell us is to go online and submit a request which we did and no answer again. I called back 3 week prior to the trip and the lady says that there's nothing she can do but leave a not and someone would contact us (same thing we were told 6 weeks ago) I demand to speak to someone to get me a resolution and all they said oh if's the weekend we do not have anybody in management working. Here we are 3 weeks away from the trip, we all have covid and been extremely sick and we are scared of traveling. Very shady business practices and not fair to consumers. We demand a full refund

  

  Business response

  01/27/2022

  Business Response /* (1000, 5, 2022/01/11) */ Dear ****** *****, This letter responds to the complaint filed in the above-referenced case. Reservation was created 2021-Nov-26 and confirmed for flights departing on 26 Jan 2022 to Istanbul for passengers :******* ******* ******** ***** Adult ****** *** **** As of today 1/11/2022, the airlines do not have any schedule changes and all flights are confirmed. While we understand your reason for not wanting to fly. Any cancellation will be considered voluntary, therefore all applicable fees ( Flyus.com processing fees applies). On 01/09/2022 prior to us receiving this complaint, you did speak to one of our managers, it was advised on that call you will need to let us know electronically buy accepting the quote if you will not fly on your scheduled day of departure 26 Jan. If flights are not removed 24 hours prior to departure the airlines will declare you " no show" and you will lose your credit. We have also sent you a cancellation quote which on 1/11/2022 you rejected and no documents were sent to us showing proof of positive test. 2022-01-10 15:36:07 Quote made by Flyus.com REJECTED Airline Penalty: 0.00 Flyus Fee: 150.00 No Paxes: 2 Total Paid: 2212.12 Total: 2212.12Ticket Status: Refundable with Fee BPG: NO Void Period: No Void Free Period: No Domestic/Intl: Yes Is Kayak: No We also wanted to provide additional clarification on our processing fees to which you accepted at checkout and agree to in our terms and conditions prior to booking. We have proudly been in business for over 10 years and have always operated with just and legal practices and do not scam customers. All funds that pay for tickets are never kept with flyus.com, but rather the merchant that charges your credit cards the airlines. Once the customer accepts the cancellation quote we only initiate the refund on the customer's behalf. This entails Administrative fees from our side. All refunds when customers accept and request processing comes back from airlines directly. In your case, if you wish to proceed in refunding kindly do so by clicking on the quote which was sent. Unless this is done the booking stays confirmed. Again it's imperative you advised our team 24 hours prior to departure if you will not be traveling. Our support team is working 24/7 trying to assist all our customers during this time so we ask for patience and understanding if you have a hold time. Thank you, Flyus.com customer care team.

• Initial Complaint

  01/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ticket to Dubai from Atlanta Georgia was purchased on 1/9/2021 confirmation # ****** for the price of $2181.64 for two adults and a child. Due to the spike of Covid-19 and the country at the time was on a black list the event we where to attend was cancelled, The trip was for March 31st and then on 3/16/2021 a request was sent for cancellation and we was told to pay $300 for cancellation we had no problem with that and we where told a refund will be sent back to the credit card that we used for the purchase of the ticket, Up to now as we speak Flyus hasn't refund the money back and every time you try to reach someone on the phone it always say go to manage my booking page and since then every time you check it keeps saying pending airline confirmation # and now it states support package basic have sent them numerous emails they always reply with an automated email that says someone will reach out to you within 48hrs and now its almost a year after no refund and am now trying to change it to rebook a trip to Dubai in may of these year the website says its 24hours to departure time contact airline. At these point is either i get my full refund or my ticket should be changed for the new date i want in May 2022. These appears to me like i have been scammed by flyus.com and i will never do business with them again. The business needs to be short down, they have no customer services sense at all and how do you have a business that you cant speak to a live person at any time at all, these is very appealing i need for BBB tom help me resolve these issue asap.

  

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2022/01/04) */ Dear Ms. ******* *********, We are truly sorry that you had to change travel plans due to the airline's schedule changes that impacted your reservation. 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. Based on our records our customer care agent did return your call multiple times did not hear any sound as per notes on your line. Based on our documentation this was submitted on your behalf to airlines on 31 March 2021. Today we submitted another inquiry to airlines and were advised your tickets were indeed refunded back to your original form of payment on 02 April 2021. Kindly check your credit card history or with your bank as this refund was coming directly from Etihad Airways. Dated refund: 04/02/2021 Grand total: -2184.40 CC Payment XXXXXXXXXXXXXXXX - CC will be credited by Etihad Airways credited to CC: ********* Credit XXXXXXXX for CC invoice XXXXXXXXAll prices in USD Record locator: ****** Internal locator: XXXXXXXXXXYour Flight Schedule: Summary of your contractual booking with Etihad Airways (EY) Customer number: XXXXXX Dated refund: 04/02/2021 Also, we made another attempt to call you which again keeps going to your voicemail. We hope this information helps with your case from our side we have followed the airline's refund policies and submitted as per your request within the given time for a full refund. Thank you, Flyus.com customer care team.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked flights from Hawaii to Australia for December 17th, 2021 in April of 2021. July of 2021, the airline canceled the flight due to covid restrictions. No refund was being issued, so September 19th, 2021, I requested a refund through the airline who said I needed to go through the agent, Flyus. Flyus charged me a fee to get a refund, even though the flight was canceled due to no fault of mine. Now, over 90 days later, I have paid the cancelation fee, but have not received a refund. The trip would have already happened and the quoted time frame from the agent, flyus, was 5-60 days as processing times were extended due to covid and they were processing based on date of travel. There is no reason I should have paid $200 fee for a refund of a canceled flight. I should also not be waiting over 6 months from that cancelation for a $2,000 refund, especially when the maximum quoted wait time was 2 full billing cycles, or 60 days.

  

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2022/01/05) */ Dear ****** *******, We are truly sorry that you had to change travel plans due to the schedule changes that impacted your reservation. As your travel agent, we work closely with each respective airline on their current policies. Upon further reviewing your case, on 9/30//2021 based on our email communication, a refund was submitted to Fiji airlines on our behalf. Then again we submit another inquiry. Please note with this airline we have seen customers waiting longer than 6 months for refunds. We are advised by Fiji airlines it's due to backlogs and we cannot speed up their internal processes. Due to the pandemic, we lowered our fees to $100.00 USD per ticket, thus the reason why the fee quoted is lower than the fees listed in the cancellation policy/terms and conditions. Our flyus.com processing fees were lowered in this case to assist customers. These are fees customers agree to once you make reservations on flyus.com, which is very transparent in our terms and conditions. Once the customer accepted the cancellation quote electronically, Flyus.com initiated the refund with the airlines. Please see customer electronic acceptance below: 2021-09-30 12:17:24 Quote made by Flyus.com ACCEPTED Airline Penalty: 0.00 Flyus Fee: 100.00 No Paxes: 2 Total Paid: 2005.18 Total: 2005.18 ***************************************************Date2021-09-30 12:23:53 After your refund was submitted our team emailed you advising of the timeline Dear ****** *******, Thank you for booking with Flyus.com . We appreciate your patience during this time as we are experiencing longer than normal response times in regards to cancellations.Your refund is now in process.Please keep in mind a few things:As per the cancellation quote provided, it can take as long as one to two billing cycles (5 to 60 days) for a refund to return from the airlines to your credit card account. Unfortunately, as your travel agent we cannot speed up this process, as the refund does come directly from the airlines and is dependent on their billing cycles.Due to the amount of refunds and change requests all airlines are receiving, due to COVID-19 (Coronavirus), the refund can potentially be delayed further than the one to two billing cycles.We have submitted the refund to the airline from our end and the timelines provided are guidelines the airline has put in place based on their current processing times. Once the airline completes the refund process, it will go directly back to the customer's original form of payment. 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. Flyus.com does not hold any of our customer's funds, as we are not the merchant of the charge for your ticket. We were advised by all airlines, refunds are taking longer than normal. Again we apologize but Fiji airlines are taking longer than other carriers. Thank you, Flyus.com customer care team.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a trip in April of 2021. I subsequently had to cancel in June 2021. I have never been able to communicate with anyone. I final received an email to confirm my flight cancellation the day before the flight departure in September 2021. I was quoted a refund minus a small cancellation fee, which I am fine with. It is now December 2021 and their site still says pending airline confirmation #. How are they allowed to bill me in minutes and take over 6 months to refund me over $1500? Additionally, it is impossible to make any contact with someone. They usually send an automated email saying they will contact me within 48 hrs which never happens. Calling leads to the line going dead after exhausting all automated options. They blame COVID, which seems to be a way for them to commit some form of fraud.

  

  Business response

  12/16/2021

  Business Response /* (1000, 5, 2021/12/16) */ Dear Mr.****** ******, In reference to the above BBB complaint. Upon reviewing this case, the customer made the reservation on 2021-Apr-04, after which on 08/20 once we were advised of a schedule change the airlines made that impacted one of your flights on your reservation, a notification was also sent to your email. Then on 8/20/2021 - Our team also forward an email advising of airlines schedule changes/ cancellation of one segment on your reservation 08/20/2021: A cancellation quote was sent to you but only accepted on 8/27, please see below once your first flight departed. By the time we requested your refund, the airlines suspended your tickets due to not taking your confirmed fights and marked you as a Non-show. Since 8/27 we submitted your request to airlines but due to the fact they suspended your tickets, this was not processed on their end. Our team has submitted an inquiry again to airlines. Please keep in mind that the quote needed to be accepted prior to departure not after as in your case. Quote #XXXXX PNR: ****** Accept: accepted E-mail: *******@gmail.com Date: 2021-08-27 13:45:32 IP Address: XXXX:XXX:XXXX:Xdb0: To clarify any misunderstanding, Flyus.com does not ever hold customer funds, if or when a refund is granted it's the airlines who return and refund directly from their issuing office to your original form of payment. As your travel agent, we only initiate a refund once a quote is accepted electronically, which was submitted on your behalf. We have to abide by the airline's rules and regulations therefore we cannot process refunds if the airline took control of your tickets and suspended them as in your case. Kindly allow the airline time to review and investigate. We ask for your continued patience as we await the airline's response. One of our customer care managers also attempted to contact you but it seems someone else answered and did not confirm where the customer was or did not want to speak with our team. Thank you again for your patience as we await the airline's decision and response to our inquiry on your refunds. Flyus.com customer care team. Consumer Response /* (3000, 7, 2021/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The dates. See my email receipts already sent. Consumer Response /* (3000, 10, 2021/12/22) */ They barely gave me 24hrs prior to my departure to accept the cancellation quote it was sent on 8/26/21 not on 8/20/21. For me this is not an acceptable amount of time. I am in the view they purposefully gave me minimal time as to not have to honor the refund quote. See previously provide emails from my original compliant. Business Response /* (4000, 16, 2022/01/12) */ In reference to this case an email was also sent to the customer advising the airlines refused to give him back any credit due to no show and see that he purchased insurance, we ask him to contact them directly. Once we received the response from validating carrier airlines, if the ticket was refunded or not a quote was sent. This is within the time limit and we have to make sure it's prior to departure as in his case. After he accepted late our team went back to the airlines to explain and ask for a waiver but they refused and all our requests to help the customer got denied. Therefore our team email the customer directly on 12/28/2021 advising of airlines denial. Dear Customer, The quote was sent when we received a response from the validating carrier, XXXX-XX-XX in the morning, there was still some time to accept, unfortunately, we cannot override the airline's decision, we did submit for a refund but the ticket was suspended and UA advised it was marked no show and not allow to refund. We saw that you purchased insurance TRAVEL GUARD POLICY # XXXXXXXXXX , please try to contact them directly for reimbursement claim phone number for Travel Guard is X-XXX-XXX-XXXX. Thank you for your understanding. If you have any questions and/or concerns please contact our customer support center at +X(XXX)XXX-XXXX XX 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 that you will consider us for future travel needs. Best Regards, Consumer Response /* (3000, 18, 2022/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fact Flyus waited more than 90 days to act and didn't do so until the day before the scheduled flight is unprofessional. There were also 5 additional flights after the initial flight they claimed I no shows for despite having requested the cancellation more then 90 days prior. They should be able to refund the 5 flights after the first one. They never responded to a single message I sent. Their phone number will never connect you to a person and they don't respond to emails. I rate this as the worst customer service I have ever received. They hide behind their smoke screen of negligence and avoidance. I will forever not recommend their company. And I will avoid United airlines whenever possible. Business Response /* (4000, 26, 2022/03/01) */ Our team is already working on this case and we resend again all information to airlines. When customers requested cancellation in June tickets were non-refundable and no flights were canceled. However, the airline only submit us the fare rules in august once one flight got canceled, with a waiver for refund. . Also, the customer was supposed to have accepted the cancellation quote prior to departure or called us/ airlines to remove the flights in order to keep flight credits. Unfortunately, as our team has shared with BBB in prior communication with time stamps, this was not done therefore airlines are refusing to give any credits or even refund. We did email him to contact them directly and also to contact his insurance company. We don't think it's right either but at mercy of airlines. I have personally emailed the airlines, and awaiting a response. This would be our 3rd attempt. In our system, once customers request a cancel quote, they are advised to wait for quotes to be emailed. Once that is emailed customers have to electronically accept, ONLY then can we remove flights. In this case, he did not accept on time, and therefore the airline **** him as a no-show for flights. The attachment customer send was a cancellation request we submitted. This is not an acceptance. I'm trying again to plead with airlines and even if there are fees at least we can help our mutual customer. I will keep you posted once they respond. Thank you, Consumer Response /* (3000, 28, 2022/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Everything I am say still stands from the start. Because I didn't check my email in a 24 hr period immediately prior to the scheduled flight; I am out $1500. Flyus in my opinion is ultimately at fault as I booked with you. The way I see it is you waited till the last minute to cancel with the airline. And therefore they waited till last minute because they are shady trying to screw people over. There were still 5 following flights that I canceled prior to. What about those. I literally canceled an hour after the initial flight and immediately guessed this would happen. The insurance doesn't cover having to cancel. Just like you they fall back on purposely misleading fine print designed to have people pay for a service they never received. At the end of the day if flyus had been more proactive and contactable this wouldn't have happened the fact is is called dozens of times wrote many emails and you never answered. Consumer Response /* (3000, 39, 2022/05/13) */ I previously filed a complaint regarding Flyus. Unfortunately, that complaint didn't end as I had hoped. The day after my complaint was closed out, Flyus contacted me saying the airline had provided an exception and that I would have my air fair refunded. At that time they charged me the $100 processing fee and stated that I should expect the refund in 1-2 billing cycles (5-60days). this was on 3/4/2022. IT is now past 60 days and at this time they informed me to check with my bank and the airline. Upon calling the airline they have zero record of a refund request being filed. From this all I can gather again is that they charged me $100 and then did not honor their commitment for this refund. Still their phone number does not connect you to a person so calling this company is not possible. They come across as to not care about honoring this commitment and that this is my problem at no fault of their own. I have been trying to resolve this issue since June of 2021. Business Response /* (4000, 41, 2022/05/16) */ Dear ****** ******, We are aware our team work closely with you pertaining to your refund. The ticket status was also send showing you the ticket were refunded. However as an agency we cannot speed up the airlines processing time. Therefore as per email below which was sent 3/4/2022: Thank you for calling and providing new form of payment for the USD100.00 processing fee, it has been charged on Card type: VISA************9594, exp. 11/25 and refund was processed to original form of payment Card type: VISA************7248 exp. 10/21, funds should be available in the next 5 to 60 days from UA. In case a card is no longer valid and new one is issued, usually the bank links the new card to the old one and there are no issues getting the funds back from the airlines, however we recommend that you check with your financial institution if any additional steps to secure the refund. Thank you! TKT-0167599663730-731 RCI- 1A LOC-2HJNOG OD-DENDEN SI- FCMI-Q POI-LAX DOI-04APR21 IOI-05524304 1.VASSAU/JOSEPHHUNTER ADT ST 1 ODEN UA1729 T 27AUG0950 OK TLW6H9DL R 1PC 2 XEWR UA 149 T 27AUG2010 OK TLW6H9DL R 1PC 3 OGRU G37630 O 28AUG0910 OK OL3BZTBR R 1PC 4 OMVD LA8018 O 18SEP1110 OK TLW6D9EN R 03SEP 1PC 5 XGRU UA 148 T 18SEP2240 OK TLW6D9EN R 03SEP 1PC 6 XEWR UA1936 T 19SEP1010 OK TLW6D9EN R 03SEP 1PC DEN Consumer Response /* (3000, 43, 2022/05/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can say that I have not been refunded. I can also say that I have contact the airline and they do no have a record of a refund request. I can say that it should not be on me to have to confirm anything with the airline. I did business with Flyus not the airline. It has now been 74 days since Flyus stated 5-60days with seemingly no follow through to make this happen. I will continue on this path until Flyus honors this commitment. Has Flyus checked with the airline about this refund, my guess is no. Consumer Response /* (3000, 49, 2022/06/01) */ In true fashion Flyus has provided zero response. I have spoken with United who indicated this refund was processed back the the travel agent (Flyus). So, my question is where is the refund? Business Response /* (4000, 52, 2022/06/03) */ Dear ****** ******, Based on our records you were contacted via email and were advised when the refund was processed. As advised several times in prior communications refunds at no point ever come back to an agency. Refunds once processed, go directly from the airline issuing office which is the merchant to the customer's original form of payment. Please see the email which was sent 2022-03-04 at 13:59:11: Dear ****** ******, Thank you for calling and providing new form of payment for the USD100.00 processing fee, it has been charged on Card type: VISA************9594, exp. 11/25 and refund were processed to original form of payment Card type: VISA************7248 exp. 10/21, funds should be available in the next 5 to 60 days from UA. In case a card is no longer valid and new one is issued, usually, the bank links the new card to the old one and there are no issues getting the funds back from the airlines, however, we recommend that you check with your financial institution if any additional steps to secure the refund. Thank you! TKT-0167599663730-731 RCI- 1A LOC-2HJNOG OD-DENDEN SI- FCMI-Q POI-LAX DOI-04APR21 IOI-05524304 1.VASSAU/JOSEPHHUNTER ADT ST 1 ODEN UA1729 T 27AUG0950 OK TLW6H9DL R 1PC 2 XEWR UA 149 T 27AUG2010 OK TLW6H9DL R 1PC 3 OGRU G37630 O 28AUG0910 OK OL3BZTBR R 1PC 4 OMVD LA8018 O 18SEP1110 OK TLW6D9EN R 03SEP 1PC 5 XGRU UA 148 T 18SEP2240 OK TLW6D9EN R 03SEP 1PC 6 XEWR UA1936 T 19SEP1010 OK TLW6D9EN R 03SEP 1PC DEN As clearly advised refund was processed from our end . We hope this information help again with your case. Consumer Response /* (2000, 54, 2022/06/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I spoke with United Refunds department and they indicated this was processed back to the agency. They said All Continents Travel on 3/3/22. Not sure who that is. So something in your process is broken and/or Flyus is associated with them. I have not received a refund and I should not have to chase it down as I have been doing. It has now been an additional 90 days since this. Why do your customers get such poor customer service? It has now been year since I initially cancelled this flight. Not sure why I had to pay a $100 processing fee considering it seems I am the one processing this transaction. I stand by the statement that Flyus has continued to pass blame and responsibility for the business they conduct. Again I ask if Flyus has followed up with this refund? Consumer Response /* (3000, 59, 2022/06/06) */ I don't understand how this complaint is closed out. Flyus has not provided a refund and United Airline has indicated this was refunded back to Flyus. Flyus owes me $1,563.61. Please refund my credit card as promised. Consumer Response /* (3000, 65, 2022/06/23) */ Please see attached from consumer: Business Response /* (4000, 69, 2022/07/13) */ Based on documents the airline is advising customers to contact us because we are responsible to make sure once processed to give our respective information. In this case early March customer was advised once the airline refunded and he was also advised this refund went back to his card on file. Unfortunately his card on file was expired so it was clearly advised to contact his financial institution.These funds were paid directly to the airlines, not Flyus.com, as United airlines is the merchant on this transaction. I am attaching the receipt from ARC - Airline reporting corp " which clearly shows where the refund went, sames card on file. We encourage the customer to show his bank this receipt. Consumer Response /* (3000, 71, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Wow. I'll use this information. I have been trying to do this for a year. Now 4+ months after you had processed this you finally reach out to the airline and provide something I can use with my bank goes to show the terrible customer service you provide. Pathetic, at best. Airlines are trash business with unethical practices and by association Flyus is too. Hopefully now this will help to track down this money. Next time your customers cancel flights acting in a timely manner will help you avoid providing trash service. Let the record show I will never use your services, I will advise against it and furthermore I will avoid United Airlines as they too provide terrible customer service. I cannot express my disdain for you guys enough. I will never accept any response your company ever provides as they aren't even explanations, but they are excuses for why you run a unethical business. Go back to Australia and screw over the people down there. I cannot believe you received awards in 2017, how far you have fallen, or perhaps you had to grease someone for that notoriety.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought two place tickets for a total of $1934.48 on November 9th 2021. The booking reference number for this purchase is #NFJCVG. Due to COVID-19 Omicron variant and increased restrictions to our destination, we needed to cancel our tickets and get a refund. We have submitted numerous requests for cancellation with no response. Here are the dates we submitted cancellation requests: December 3rd, December 7th, December 9th, and December 15th. We have had no response and we must resolve this quickly because the flight scheduled leaves December 24th. We would like a cancellation and a refund.

  

  Business response

  01/13/2022

  Business Response /* (1000, 5, 2021/12/16) */ Dear Mr. ******* ****, We are sorry you are unable to take your scheduled flights. As per our records you were advised prior to you filing this complaint, based on airlines fare rules your tickets are Non-refundable and only future credit. This was advised to you on 11/14/2021 and you rejected it. On 12/15 you contacted our customer care team and advised you won't be taking flights and our team removed your segments so you can keep your future credit to rebook. These are the airline's guidelines as they make decisions whether a ticket is refundable or not. MMB Request 2021-11-14 ************** - Cancel Quote #XXXXX PNR: ****** Accept: rejected E-mail: ********************** Date: 2021-11-14 20:16:35 As per airlines all flights are operating therefore tickets are non refundable. Please see below , HK meaning confirmed. 1 ******************************************** 2 ******************************************* Once you're ready to rebook kindly use our online portal MMB and submit your request for new dates within the given time period advised. Thank you,Flyus.com customer care team.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchases tickets through Flyus to travel Spain with the departure date in April 2021. Confirmation code ****** The travel restrictions were still in place when the flights were to leave. We tried repeatedly to get in touch with the company to cancel the flights and get a refund. We received one email saying the flights were canceled and asked if wanted to change the dates or refund. However, we were also receiving emails from a the connecting flight in Europe letting us know it was time to check-in, as if the connecting flights had not been canceled. We requested a refund and have not received a response or refund since April. The contact number from the company has automated messaging and then disconnects without connecting with anyone.

  

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2021/12/23) */ Dear Mr. ******* ******, We apologize for any inconvenience caused by the airline's schedule change that impacted your reservation. To clarify all customers that request cancellation is advised to submit a request on our online portal ( MMB) not via inquiries. In your case upon reviewing there was no such request within our online portal. Our team has submitted your request to airlines however these requests take time to get a response. As your travel agent, we do not make decisions on refund, therefore, we have to await their response on this matter. Once our team gets approval for a refund it will be processed by airlines. We ask for your patience and understanding as we wait there decision/ response. Thank you for your understanding Flyus.com customer care team. Consumer Response /* (3000, 7, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the written response and also received a voicemail on December 14, 2021 which is very much appreciated as well. I would normally accept the response, but history has not given basis for expecting that the response would result in a resolution. I would like to point out in an email chain that I will submit, that we did receive a communication back in April 2021. We were asked if we would like to get a refund or change the date on the flight and we responded promptly that we wanted the refund. This is has been an open request for many months, and as such I would like to keep this complaint open until the refund is obtained. Business Response /* (4000, 9, 2022/01/05) */ Dear ******* ******, We are still awaiting the airlines response if they will grant waiver/ full refund. Two inquiry was already summited. Business Response /* (4000, 12, 2022/01/07) */ Just wanted to provide an update on this case as of 01/5/2022 we attempted twice to contact the customer to advise the airlines have given approval for a refund.I try personally again this morning to contact custom still on voicemail. Please see the quote which was sent and to which he needs to electronically accept so we can process it. We also made an exception in further reducing our already reduced processing fees to $25. Hope this information help with this case. 2022-01-05 15:13:10 Quote made by Flyus.com QUOTE Airline Penalty: 0.00 Flyus Fee: 25.00 No Paxes: 2 Total Paid: 1386.58 Total: 1386.58 Ticket Status: Refundable with Fee BPG: NO Void Period: No Void Free Period: No Consumer Response /* (3000, 19, 2022/01/24) */ I wanted to provide an update that I noticed over the weekend that I have received the refund from the airline which was our desired goal. Thank you for the help and focusing on resolving the issue. The complaint can be considered resolved.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my ticket on Flyus on Sep 26th at 11PM with the total cost of $2,994.04 However, when I woke up in the morning, I received a text from AMEX pertinent to suspicious activity. When I checked my account, I was charged $3,768.30 while I should have been charged $2,994. I called the website right away (less than 12hrs later) but there was no representative to address my request and the automated message gave me the only option to cancel my ticket online. In fear of losing ~$800, I cancelled my ticket and I was charged $300 for cancellation. So first they overcharged me by ~$800 and then when I asked for correction, there was no Customer Service rep to explain why the overcharge and now they are making me to pay $300 for cancellation.

  

  Business response

  12/16/2021

  Business Response /* (1000, 5, 2021/12/09) */ Dear Mr. ******* *******, We thank you for booking with flyus.com and hope this email provides additional in reference to this complaint. Flyus.com does not have free 24-hour cancellation. We are very transparent in the terms and conditions to which you accepted, advising customers to cancel/void applicable fees will apply. In your case, the charges were done as per our policy. We do offer a few optional services, which customers can choose at checkout according to their travel needs. We offer our BPG, this is an optional service that is chosen at checkout for a small fee that would allow customers for free 24 Hours cancelation. Unfortunately, this optional service was not chosen by you. Upon reviewing your case, this reservation was created on 2021-Sep-27 02.002:06:04. Then we received a request for the cancellation: MMB Request2021-09-27 13:38:43 ****** - Cancel Quote #XXXXX PNR: ****** Accept: accepted E-mail: **********@gmail.com Date: 2021-09-27 13:38:44 IP Address: ************** Our void fees were outlined and emailed to you to which you accepted above and tickets were voided completely. 2021-09-27 13:37:29 Quote made by Flyus.com ACCEPTED Airline Penalty: 0.00 Flyus Fee: 150.00 No Paxes: 2 Total Paid: 3768.30 Total: 3768.30Ticket Status: Void BPG: NO Void Period: Yes Void Free Period: No Domestic/Intl: Yes Is Kayak: No Based on our system your tickets purchased total $ $3768.30, this amount was refunded back once your tickets were voided on 27 Sep 2021. The only error here was the total on the booking confirmation invoice was incorrect. It clearly states 2 Adult Tickets -each ticket at $ 1884.15 which would total to what we charge you = $ $3768.30. We charged/ voided what was agreed upon by making this reservation. As an exception, we will refund you our applicable void fees to which were accepted by you. We will refund these fees back to your original form of payment. Also, we ask next time you have any questions about charges, to please submit an email inquiry or leave us a voicemail as we do have this option due to our ongoing hold times. In your case, we did not receive any inquiry about these fees or for us to provide an explanation of charges. Again we appreciate your feedback and hope this letter clarifies any misunderstanding in reference to the checkout charge for your tickets and our applicable processing fees. Thank you, Flyus.com customer care team. Consumer Response /* (2000, 7, 2021/12/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) thank you Flyus team for addressing my concern and reimbursing the $300.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Message: I booked a roundtrip flight from BOS-DEL for Feb 25 2021 and return March 21st 2021 and then I got covid and had to cancel my flight to be able to book for future as stated in the ticket terms and conditions. I created a request on Jun 1 2021 to book my flights for future but I haven't heard back till now whereas it says we should reach out to you within 7 days. This is annoying and pathetic customer service where I haven't heard back even after multiple follow up emails and various calls on their customer service which of course never gets connected to an agent. I paid $786.10 for the ticket booking. I need either refund or a travel booking for the future dates as promised.

  

  Business response

  02/11/2022

  Business Response /* (1000, 5, 2021/12/06) */ Dear Mr. ******** ****, We hope this letter clarifies any misunderstanding surrounding your reservation. This ticket as per the airline's fare rules to which you were emailed and accepted was Non- refundable. As your travel agent, we cannot submit a refund for a Non-refundable ticket. These are airlines guidelines which we have to follow. However, you do have travel credits with the airline to rebook. In your case, we did email you on 8/30/2021 after receiving your dates requests. Please see below: Dated : 08/30/2021 : Based on your request our team emailed you advising there was no availability with airlines for those dates.: From:Flyus Exchanges To:****************@gmail.com Subject:23UZI3 - Change Request Hello, We regret to inform you that there is no flight availability for the date you have requested, we apologize for any inconvenience this may have caused. If travel dates are flexible, please submit a new request for different dates online. Thank you for your understanding. 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 that you will consider us for future travel needs. Best Regards, flyus.com logo.png Flyus.com Customer Service Based on our records since 08/30/2021 you never submitted any new dates. Kindly submit your new requested dates using our online portal as all our customers do ( Manage my booking portal). Then our respective team will check with airlines in order to secure the dates. We hope this information helps. Thank you Flyus.com customer care. Consumer Response /* (4200, 9, 2022/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have submitted a request on the flyus portal to rebook the flight tickets from 11/17/2022 to 12/22/2022. I didn't see any option there to change the origin city, how can i make that change. I moved from Boston to Seattle recently and now I want to fly from Seattle to New Delhi and while coming back from New Delhi to Seattle. Let me know if you need more information. Business Response /* (4000, 11, 2022/01/07) */ Dear ******** **** , We will have one of our team reach out to you. The airlines usually only allow to rebook from same city and does not ever allow changes. We can always check with them again. Hope this information helps. Consumer Response /* (3000, 13, 2022/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thanks, we can close this ticket once someone I am reached out by someone to rebook my tickets. Business Response /* (4000, 20, 2022/01/27) */ We attempted so many times to contact the customer on his contact given and no response. Also, he submitted a request for new dates: Unfortunately, there is no availability for the customer of the date requested, therefore we ask him to provide new dates so we can check again with airlines. MMB Request - Change Request PNR: 23UZI3 New Depart Date: 17Nov2022 New Return Date: 22Dec2022 E-mail: ****************@gmail.com Passengers: ALL Date: 2022-01-06 16:26:41 Today at around 12 noon we were able to get through to him and assist further with new dates. Hope this information help. Consumer Response /* (3000, 22, 2022/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I haven't been reached out by anyone from FLYUS except this morning where I provided with new dates and the representative mentioned she would confirm and send the itinerary soon, it's been almost EOD and as usual no response . I confirmed these dates Sept 1st to Sept 30th Business Response /* (4000, 24, 2022/01/28) */ Dear Mr. ******** ****, As advised by our customer care the airline have to approved these changes. These do take time. They have to review the ticket cancellation and fare rules.

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