ComplaintsforFlyus Marketing, LLC

• Initial Complaint

  08/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked a flight from *** to *** on fly.** The order confirmation on the website confirmed a charge of $4151. Moments later I received an email confirmation mentioning a price of $8165. This one is scam #1 i cancelled right away. Now fly.us attempts to charge $89 in cancellation fees - which are not imposed by any airline. Also, no ticket was ever issued. So what is actually cancelled? This is scam #2. As you can see from many reviews on this and other sites, fly.us runs this scam over and over again.

  

  Business response

  08/17/2023

  Hope all is well. This customer made several complaints and we wanted to share this feedback. Unforamtuatly I am not able to submit these screenshots when I tried to do my feedback online was hoping you can submit this information pertaining to this complaint on our behalf.  
  
   Based on records and the checkout screenshot below. The customer selected " Upgrade" at checkout: He originally booked  Business Promo to Business Full.
  
  1)  Original fare - ( Screenshot from checkout) Business Promo 
  image.png
  
  2) Then he selected to upgrade to Business Full fare, that is where the total changed which was correctly listed on the booking confirmation. 
  
  image.png
  
  
  
  We hope this information helps as the customer was quoted the correct fare based on the upgrade which he selected. 
  
  Please let me know if you have any further questions. 
  
  Thank you.
  
  Regards,

  Customer response

  08/17/2023

   
  Complaint: 20462779
  
  I am rejecting this response because: the rationale provided by Fly.us is made up. I did not alter the booking.         Looking at the high number of complaints stating the exact same issue i faced, it is obvious to me, that fly.us is everything but trustworthy. This includes making up false explanations of what supposedly happened. 

  As BBB, i would encourage your team and leadership to review the complaints made against fly.us and decide if you continue to allow Fly.us to use your logo on their website.

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

  

  Business response

  08/23/2023

  Flyus.com has responded and provided supported documents to customer and all complaints platforms he contacted.  To reiterate what was mentioned in prior communications .

  During the issuance of your tickets, the customer contacted ******************** and submitted for cancellation due to price discrepancy. At that point, our team advised on call that the price agreed to for the fare class was quoted correctly as shown on the booking confirmation.  As per the customer request tickets were canceled and no charges or fees were applied to the credit card as no tickets were issued. 
  

  Then later in the day, we received an email from our travel partner ***** whom we shared a direct link, and screenshots of your checkout which is stored in our logs for each customer, especially when they have such questions about the fares or what was chosen by them upon checking out online. Flyus.com cannot alter any information during the booking process as this is solely selected and done by customers. Whatever information such as names, credit cards, travel packages, and fare selection is done SOLEY by customers. Then once it comes through our booking engine tickets are issued accordingly. We do not offer phone bookings, so each customer does it online by themselves. We do not hold a reservation for you and therefore respectfully. considered this complaint closed on our end.  
  

  Thank you.

  Flyus.com customer care team.

  Customer response

  08/24/2023

   
  Complaint: 20462779
  
  I am rejecting this response because:The rationale provided remains inaccurate   
  

  with this being a circular conversation now, i point to the numerous complaints against fly.us stating the same issue        

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

• Initial Complaint

  07/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  **************** is non-existent,m and continues to charge credit cards after telling customers that their initial transactions have been disapproved. Once flyus.com finally allows a transaction through, they provide a faulty reference number that airline companies do not acknowledge. After my credit card company refunded me, Flyus.com charged me again. Flyus.com keeps account numbers on hand and charges erroneous fees.

  

  Business response

  08/07/2023

  Dear Young *************,

  In reference to your BBB complaint. Based on records 02 Feb you purchased a ticket for 4 passengers which we also confirmed with airlines were used: 
  
  Passenger Names:
  ******************************* (ADULT)
  Ms ******** *** (ADULT)
  Ms INK SHIM (ADULT)
  ****************************** (ADULT)
  
  On February 10th we reached out via email advising we had noticed an error when your tickets were issued which caused an overcharge. Your reservation was purchased in the total amount of $4,858.32 for the tickets as well as $119.80 for the Premium Support Package for a total due of $4,978.12. You were charged directly by ******* Airlines in the amount of $4,517.48. This leaves a balance due in the amount of $460.64. Please note $460 are not flyus fee this is part of your ticket total which was agreed upon and accepted ($4978.12). We had charged $119.80 in error which has been fully refunded on February 10, 2022. We had also charged in error $4,858.32 which we have refunded $4,397.68 of this charge. which you once again acknowledge and agreed upon at the checkout.  Once Flyus.com saw the overcharge it was immediately refunded and you were advised back then it will 2-3 days to reflect back to your account dated ***********. 
  
  Then on 2/13/2023, we received the chargebacks which you have opened in the amount of $119.80 as well as $4,858.32. We clearly advised you in our email communication from our dispute team.  Please get in touch with your banking institution to close these disputes as the refunds have already been processed per the email notification sent on February 10, 2023. If the disputes were not closed, you may receive a double refund. If a double refund is completed, we will have to recharge your card for the double refunded amount. As required all documentation of refunds/charges were submitted to your banking institution. We can confirm from our end Flyus.com have refunded all the overcharges on 10 Feb 2023.
  
  We apologized again for any inconvenience caused and respectfully considered this case closed on our end.  

  Thank you,

  Flyus.com **************** Team. 

• Initial Complaint

  06/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Nightmare. They changed my itinerary to include a connecting flight that took off before my previous flight arrived and did not respond to multiple inquiries that I sent through different avenues on their webpage to rectify the problem. I spent hours of my vacation listening to their hold recording and was never able to speak to anyone. I had to spend nearly $900 dollars on a connecting flight in order to get home, outside of the $ ******** that I paid for my original itinerary through FlyUs. I will not use this service again and cannot recommend avoiding FlyUs strongly enough.

  

  Business response

  06/28/2023

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

  Thank you for Booking with Flyus.com. In reference to your Better Business Bureau complaint filed. Our customer care team did try connecting with on phone number on file several times but was only able to leave a voicemail. We hope this information clarifies any misunderstanding surrounding your reservation.
  This reservation was created on 12 Feb 2023 for flights departing on 09 Jun and returning on 17 June.  On 5/09/2023 the airlines send out a notification of a schedule change that impacted your itinerary and an email was sent to your email on file dated 09 May 2023. It clearly advised you to contact us. We did not receive any communication from you to reconfirm the schedule change. These changes were made by airlines, not Flyus.com and as your agency, we have no control over airlines' flight changes/cancellations. When advised by airlines as in your case we reach out to all customers. Flyus.com is very transparent in our terms and conditions and on Booking confirmation where we advised all customers to reconfirm flights 72 hours prior to departure and return. 
  

  Please see the below email dated 09 May 2023.
  From:Flyus.comTo:**************************:Schedule Change Notification - Action Required (3BDWUH)
  
  
  Dear *******************************,

  Thank you again for using Flyus.com for your travel planning needs. Since successfully issuing your flight tickets, we have been advised of a schedule change that has an impact on your overall itinerary. Confirmation RequiredPlease click here or go to Manage My Booking to view your revised itinerary. The airline has re-accommodated all passengers within your booking and re-confirmed your reservation. Your reservation numbers and ticket numbers are unchanged. Please let us know if you accept the re-accommodation by the airline. If the schedule change requires a different day for you to fly or requires overnight stays, we may be able to request alternatives from the airlines, or possible request a refund on your behalf. In any case, please get back to us as soon as possible to either accept the new flights or let us know how we can assist you in finding options. Note: As a general rule the airlines have covered themselves in their terms and conditions to allow for schedule changes. If the airline offered you an alternative that gets you to your final destination within a 6-hour period of your original flight times, they will not offer any other alternative nor will they offer to refund the ticket if that new schedule does not suit your needs.Please contact us via email or phone if you have any questions and let us know if there is anything else we can do to assist you. Our Customer Support can be reached at +1 813-670-2FLY 24 hours a day, 7 days a week, or you may email *********************************************** .Thank you once again for using Flyus.com for your travel needs.Sincerely,
  

  On the date of your return flight dated 17 Jun 2023, we received the below request to change your flight ( last segment). We cannot process same-day change and rebooking. once customers submit any request using our online portal they are advised we need ***** hours to process and changes. 

  MMB Request
  

  2023-06-17 17:28:32 3BDWUH - Change Request
  PNR: 3BDWUH
  New Depart Date: 17Jun2023
  New Return Date: 17Jun2023
  E-mail: *******************
  Passengers: ALL
  
  

  We have reached out to ****** Airlines as the last segment was operated by them to find out what happened and if a  partial refund can be granted. It does take time for them to investigate/ review. Flyus.com is not the merchant as the airlines are the ones that charge/ hold customers' funds, therefore it's ultimately their decision to review/ process a partial refund in case of flight cancellation. Once our team has responded an email will be sent to your email on file.
  

  
  Again we thank you and apologize for any inconvenience the airline's flight schedule changes may have caused. 

   

  Thank you,

  Flyus.com ************* Team. 

• Initial Complaint

  06/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a flight ticket on flyus.com on June 2nd. Booking Reference is 2MBVZX. The ticket was from *******, ** to *******,**, spirit NK **** to spirit NK 275. Total fare was $187.19 on the website and email confirmation. However, I found my bank account was charged $237.18 twice at that night.On the second day, they send me an email saying the fee has increased, and asked me whether I still want that booking. I declined. Then they said the booking was cancelled and no fee should be charged.However, after a week, I found the fee didn't come back. I called them many times and they just say I should reach out to ****** airlines, not them. Then I called ****** airlines, and they said I was double booked, but none of them would like to resolve the issue for me. They just point fingers to each other.There're two problems happened in this event. First, flyus.com charged me for a price that I never consent to. Second, it turns out the ticket got double booked, and I was charged twice.I checked with all other travel agencies and none of them would do the same thing, i.e they would never charge for an increased price without confirmation.Now I'd like my money ($237.18) back, for a ticket I never bought.

  

  Business response

  06/21/2023

  Dear ***************,
  
  Thank you for booking with Flyus.com. We are aware you spoke with one of the customer relations managers and can confirm 02 Jun 2023, your reservation booked with Flyus.com 2MBVZX  was indeed canceled. However, at the same time, a 2nd reservation was issued by the Airline system and not generated in Flyus.com systems so therefore none of our customer care agents could have displayed the airline reservations (  AF51VC). As advised and confirmed on a call with our customer care manager, you won't be using that reservation( AF51VC) therefore we will be canceling as the tickets are non-refundable and as a goodwill gesture Flyus.com will issue the refund of $237.18 as ****** Airlines do not want to take any responsibility for system errors. Based on the recorded call the address on file will be the address used for the check.   
  

  We thank you for your understanding in this matter and again apologize for any inconvenience caused by this system error. 

  Thank you again for giving us th eooputinty to work with airlines and fix this issue. We can assure you this wont happened again with ****** airlines system issuing duplicate tickets. 

   

  Regards,

  Flyus.com ******** care team. 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a reservation booking for a flight to ********* from **************** that I am trying to get cancellation information for, and the phone number that customer service is directing to DOES NOT WORK. This is extremely scammy, especially for a company claiming to have 24/7 customer service over the phone.

  

  Business response

  06/12/2023

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

  In reference to your Better Business Bureau  complaint received *** 13 June 2203.  This reservation was created on 18 May 2023. for one customer. Since issuing your tickets on 18 May, we did not receive any requests online for any changes/cancellations. We advised all customers any requests have to be done online using our manage my booking portal not on calls. It is also very transparent in flyus.com terms and conditions which you acknowledge, in order to process any request we need 48 hours to work with airlines to process. This complaint was received on the date of departure of your flight which was scheduled for 9 pm on 12 Jun 2023. While we understand there is hold time our team is here 24/7 helping all customers. If we are unable to take your calls all customers are given the option to leave a voicemail which is worked on daily. In your case no request was summited nor did we receive any calls. Upon reviewing your reservation we notice you contacted the airlines directly. Only the airlines can further assist you as they have taken control of your tickets. Our team has sent you over a cancel quote if you wish to proceed kindly accept electronically. All applicable fees apply as this is voluntary and if you are working with Airlines as noted in your reservation, please ignore our cancel quote. We urge you next time to please use our online portal for all requests.
  

  Thank you,

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

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a ticket on Flyus on Feb 8th with booking reference: 352YG3. I then requested a cancellation for this flight on March 13th. Flyus policy is to have a processing fee and said they will only refund 1300$ instead of the total amount which is 1,746.98$. I agreed to that and they said they will reach out to me within 24hours to book the new dates. They have not called me. I have requested a change to the ticket and called them and they said someone will reach out on email next week which has not happened. The website does not provide a way to use the funds for a new booking and they don't easily answer their phones. Delaying the new booking from their side increases the chance that I will pay more money for the ticket as prices increase. I want to purchase another ticket separately and I want them to refund the money for the previous ticket.

  

  Business response

  06/05/2023

  In reference to the BBB complaint received on 6/5/2023. We hope this information provides additional clarification which was already corresponded with our ticketing team prior to Flyus receiving this complaint.
  
  
  On Feb 07 2023 by *****************************. The flights were scheduled for 30 April and return on 12 May 2023 on ******* Airlines. On 3/12/2023 we received an electronic request or cancellation. This was a voluntary cancellation as the airline did not have any flight cancellations/ or schedule changes that impacted this reservation. Therefore any cancellation after 24 hours has to be with airline fare rules. Please refer to Flyus terms and conditions which you acknowledged and accepted at the time of checkout. 
  
  
  The cancellation request darted 3/12/2023
  
  
  MMB Request
  2023-03-12 22:30:28 352YG3 - Cancellation Quote Request
  PNR: 352YG3
  BPG: no
  E-mail: ********************
  Passengers: ALL
  Date: 2023-03-12 22:30:24
  IP Address: 2601:646:8600:138:5883:e0e3:6c00:317c

   

  Our team emailed you a cancellation quote based on airline fare rules dated 3/13/2023.
  

  Dear ******* MagdyAboelenin *******,
  

  Thank you for using Flyus.com . Please note that your ticket(s) is (are) NON-REFUNDABLE but may 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 Feb 08, 2024 , one year from the original date of ticketing.
  The airline fare rules for your ticket require 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 ************** 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 may 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 352YG3 in addition to providing the desired departure/return dates for the re-booked trip.

   

  Please your electronic acceptance to quote on 3/26/2023 and only then are flights removed.
  

  MMB Request
  2023-03-26 02:34:41 352YG3 - Cancel Quote #*****
  PNR: 352YG3
  Accept: Accepted
  E-mail: ********************
  Date: 2023-03-26 02:34:37
  IP Address: 2601:646:8600:138:8463:8c08:ff6:3d3b
  
  

  Then on 5/27/2023 using our online request total you submitted for a new date but without a return date.
  
  
  MMB Request
  2023-05-27 21:46:52 352YG3 - Change Request
  PNR: 352YG3
  New Depart Date: 14Jul2023
  New Return Date:
  E-mail: ********************
  Passengers: ALL
  Date: 2023-05-27 21:46:43
  IP Address: 2601:646:8600:138:a98a:3f95:c91d:b4c1
  On 6/5/2023 prior to receiving this complaint, an email was sent to your email on file advising :
  
  
  
  
  Hello, 
  
  Please submit a new change request for departure and return. 
  
  PNR 352YG3
  New Depart Date14Jul2023
  New Return Date
  
  
  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,
  
  
  
  We as a travel supplier must abide by the fare rules and restrictions set forth by the airline and cannot process a refund from the airline for a non-refundable fare, unless: 1) it is allowed by the airline or 2) a waiver for such request has been granted. In your case, it was very transparent that the flights were operating and your request for flight cancellation was not within the first 24 hours of booking therefore no waiver grated for refund.  Our team will gladly assist you, kindly submit new dates ( outbound/return) and we will work with ******* Airlines based on their guidelines. As a reminder, though the use of this credit is subject to the airlines fare rules and ticket restrictions you will incur payment fees as previously outlined in our email communication to you. We respectfully consider this matter closed.
  
  
  Thank you.
  Flyus.com ************* team. 

  
  

• Initial Complaint

  06/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  booked and purchased ticketing for overseas in advance, however, flyus.com ticketing transmission to the airline was incorrect. result my reservation and check-in seating was incorrect. The airline did not care for my explanation, and Flyus.com asked me to pound sand due to my responsibility to check (although I paid for intended the ticketing class). especially I paid a service fee for their booking and they did not deliver the product. attached proof of ticketing purchase via email.

  

  Business response

  06/14/2023

  Dear HseiLin Tsai,
  

  Thank you for booking with Flyus.com. We hope this information clarifies any misunderstanding surrounding the class of service purchased.
  This reservation was booked in a mixed cabin. We have reviewed this case thoroughly with airlines and can confirm the fare and class of service were the same for outbound as (Economy Flex). The booking confirmation stated premium economy/economy flex for outbound and the fare paid was Economy Flex. We can also confirm the return was booked in Premium Economy and issued in Premium. Hope this information helps.

   

  Thank you.

  Flyus.com customer care team.

  Customer response

  06/15/2023

   
  Complaint: 20133006
  
  I am rejecting this response because:

  the fact is i booked a premium economy class from *** to ******, and ****** to ***, there isn't a chose to select individually on your program.  and you rolled the responsibility to airline carrier just one day before i take off, that to me is a ill-responsible service.

  secondly, the fact you are stating there is an individual selection of flex on your website is nonsense.  ergo my reject of your explanation.

  third and not the least, lot more people compliant the same fashion, how you handle your customers, so, I'm not the only one.

  
  Sincerely,
  
  Hsei Tsai

  

  Business response

  06/20/2023

  Dear Customer,

   

  To calrify the cabin class fares choose were same and as advised in prior communication this was mix cabin purchased. We issued tickets based on the airlines regulations .

   

  Thank you.

  Customer response

  06/21/2023

   
  Complaint: 20133006
  
  I am rejecting this response because: I know what I paid, you sold your ticket the same price as the airline class/tier advertised, I thought I would get better service from you (for example email notification for boarding and etc), you have failed to honor to ticketing class, where I discovered the horrific sequence at one day before as I'm allowed to check in with airline (where I found out the fraudulent transaction).  so, the bottom line is:  this has been in the past, and you spent time arguing just does not look good on you.

  
  if you would like to see who is right, we can go to court to talk about it with a judge.  if not, take it as is, and find a way to re-capture your customer (me), this is public record.  and I will post on Reddit and all other forums to let you be famous for how assertive your company is.  

  
  you have enough negative reviews and many are similar to my situation.  let me know what you think Judge would lean towards.

  
  Sincerely,
  
  Hsei Tsai

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 11 2023. we bought 4 airplane tickets from *** to ******* totaling $ *****, the flight was set for May 25th. However we were unable to fly and when we contacted flyus.com, they stated they cannot re-issue tickets that we need to contact the airline (******* Airlines), we did and they stated that the agency from whom we bought the tickets has to accommodate for **. From the 25th until today May 30th it has been back and forth from agency to airline both companies throwing the ball at each other. On the way back we had a week stop in ******** which we had reservations already, and now are lost if they do not re-issue a flight for **. We already missed the wedding we were to attend in ******** as well as we intended to spend some time with my husband's grandmother whose health has been declining. As you can see we did not only lost the money spent in airfare but also the reservations in ******** and ********. This comes to about $ ****** ** dollars. The business has not try to resolve the issue at all, Booking Reference is 2XSK7Y.

  

  Business response

  05/31/2023

  Dear *****************************,
  
  As per the accepted cancellation quote and ******* Airlines policy, the tickets are nonrefundable but eligible for changes using the credits within 12 months of ticket validity from the date of issue.
  
  The airline has rejected our request for a possible waiver and due to that reason change penalties apply and possible fare differences depending on the new travel dates and the seat availability at the moment of the change.
  
  Once ready to rebook please request a change quote via Manage My Booking and provide us with the new travel date and expect a change quote subject to your approval. Also kindly ensure you are submitting the request ahead of time in order to have sufficient time to process it.
  
  Not least, we have received the complaint submitted via Better Business Birou  and here are our details about your reservation and what happened:
   We can confirm you made this reservation with Flyus.com, on 12 Jan 2023 and contacted our office on the date of departure of flights on 25 May 2023.. Flyus.com is very transparent in our terms and condition and in our ticketing confirmation email, where we advised all customers:
  
   
  Change requests will only be accepted if they are made 48 hours prior to the date of the originally scheduled flight. Change penalties will apply. 
  In your case, you contacted us on the date of departure, 25 May 2023. It was clearly advised to you on call after you explain you did not have proper vaccination information with you and upon going home and returning the airlines advised it was too late. Again to reiterate we advised all customers any cancellations or changes on the date of departure have to be done with the airlines directly.
  
  Buying a ticket through Flyus.com does not imply any guarantee of a passenger's ability to enter the country of destination. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, PCR Test, vaccination documents, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.
  
   
  While we understand your situation, as a travel agency we too have to abide by airline fare rules. All fees ( penalties) are collected by the airline ******* Airlines. 
  
  Our team has sent you a  cancellation quote which you accepted, it shows the fees associated when you're ready to rebook. Kindly submit new travel dates so we can reach back to the airlines and further assit you.
  
  
  Thank you.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My flight was canceled on 03/21/2023 and now flyus.com is refusing to refund me my money. I follow the instructions that they have given me. I have even emailed them with an attachment of the flight cancellation. Every time I try to call them I am put on an indefinite hold and when I am finally transferred, the call hangs up. The last time I spoke with someone at their company, the person I spoke with, said they could not help me and hung up the phone.

  

  Business response

  05/04/2023

  Dear ************,
  
  We are truly sorry to hear about the airline flight schedule changes that affected your reservation. Based on our records the last conversation communication on calls was made on 04 April and it was handled by our customer care diligently and well documented. We do not have any other records of you calling Flyus.com after that date.  We did receive emails and rest assured it was handled already by our team.  Once an airline has canceled customer flights as your agency, we submit all records to the airlines for them to review and process a refund. Once a ticket is purchased through Agency, funds are with airlines and never with flyus.com as they are the merchant that charged your credit card. Therefore, ONLY the airlines can do a refund. ************** are slower in responding to our inquiries and several emails were already sent to their attention. Flyus.com only submit and iniate  the refund process which was already done in your case.
  
  Please see the first email send 05 April: to silver airways since then we have been submitting follow-up emails:
  
  
  
  Hello Siver Airways,
  
  Urgent!!! 
  
  The customer has reached out to request a refund for all tickets. When I pull the history of this flight online it looks as if there was a major sch change or the flight may have been cancelled. Can you do a waiver for full refund for all tickets below.
    44 FA PAX 449-7919081965/ET3M/USD74.29/27FEB23/LAX1S214F/055243 04/S5/P3 45 FA PAX 449-7919081966/ET3M/USD74.29/27FEB23/LAX1S214F/055243 04/S5/P1 46 FA PAX 449-7919081967/ET3M/USD74.29/27FEB23/LAX1S214F/055243 04/S5/P2 47 FA PAX 449-7919081968/ET3M/USD74.29/27FEB23/LAX1S214F/055243 04/S5/P4
  
  Thank you,
  
  Flyus.com customer care team.
  
  Unfortunately, we cannot speed up the airline's internal process as it's up to them to review. Our team will continue to work with airlines and as soon as they give ** an answer will be notified. Again, we appreciate your patience and understanding as we work with the silver airways refund team on your case.
  
  
  
  Thank you,
  
  Flyus.com customer care team.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April 28th, 2023: I booked a flight to ******* from ****** and the total sales was $687.88 USD. I thought nothing about it until when my credit card got charged $2,590.65 CAD. I received no such communication to confirm the price change. I have been trying to call in the last 2 hours but got no luck even though the business stated that the customer support line is operated 24/7.If I don't hear back from flyus.com in the next 24 hours, I will take my course of action on this matter.

  

  Business response

  05/08/2023

  Dear Mr. **********************,
  

  Regretfully the price of your flight has changed during processing time. Airline prices are subject to change and unfortunately, beyond our control.  In your case, we did receive your voicemail advising ** of the price discrepancy on your booking confirmation. Our team did reach out to the airlines and also our customer care team did contact you. As advised the airlines allowed ** to void your tickets and issued a refund. Based on our records and recorded call, one of our managers did contact ** and it was explained on that call this was an airline fare error it was also explained when a customer advised ** of any fare errors, as your travel agent we void and make sure the airlines are aware of advertised fare.   
  As of 01 May 2023, your tickets were voided, and an email confirmation was sent to your email on file. 
  
  
  Dear ******************* Le,
  
  Thank you once again for using Flyus.com for your travel planning needs. As per your request, we have canceled your reservation OABMN9.
  You will receive $ ******* for the total cost of the airfare including taxes. Additionally, you have been charged the $ **** void fee according to the accepted void quote.
  Cancellations are processed on the day we receive your cancellation request. Once the ticket is voided, charges for the airfare and taxes will be credited back to your credit/debit card on file (typically within 72 business hours). If your card is an international credit card or a debit card of certain banks, this may take longer. If your refund or credit does not show up after this time, please call Flyus.com customer support.
  If you have any questions, please contact ** *************** 24 hours a day, 7 days a week, or you may email *********************************************** and we'll be happy to assist you.
  We appreciate your understanding and value your business.   
  Sincerely,
  Flyus.com Customer Care
  
  
  
  
  
  

  
  

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