ComplaintsforFlyus Marketing, LLC

• Initial Complaint

  04/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  To whom it may concern, FlyUs is a travel agency we booked a flight from Washington D.C. to Amsterdam from. It booked the flight through Scandinavian Airlines, and on February 28, 2022, Scandinavian Airlines had to change its flight from 4/9/2022 to 4/7/2022. However, FlyUs only notified us of this change on 4/2/2022, which is well after the 15 day window after 2/28/2022 (evidenced by the flight log) that we had to change the flight free of charge (according to a customer service representative at Scandinavian Airlines). We cannot make this revised date, and requested a change closer to the original date from FlyUs. However, FlyUs has refused to change the reservation free of charge and is charging me fees upwards of $1080 to change the flight reservation to the original date. Also, FlyUs is not taking any responsibility for the late notification of the flight change and saying they are not obligated to give me a free change in flight closer to the reservation or a free refund. I have called FlyUs customer service four times and been given the same response about how they're not responsible for the airline changing the flight and how they cannot change my reservation without charging a lot of fees. Best, **** ***

  

  Business response

  04/08/2022

  Consumer Response /* (2000, 6, 2022/04/07) */ FlyUs addressed the complaint and gave me a free change of flight back to my original flight date. Thank you for the help,

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ticket # **************** *** - ****** Passenger Name - ******* ********** Departing Airport - JFK to India We booked the flight via *****. com and few days before the flight departure we got the message that "The airline has cancelled the outbound flight from JFK." We tried to contact Flyus customer service but no response for any number of attempts. There was no rebooking done too. So, we had to opt for another travel agency. After several attempts, we had to file a refund from the Credit Card company. The CC company initiated an enquiry after which Flyus contacted us and assured us that the refund would be taken care as soon as we retract our complaint with the CC company. In good faith we did that and again as usual no contact from Flyus. We request BBB to please resolve this refund issue with Flyus.com *******

  

  Business response

  04/15/2022

  Business Response /* (1000, 6, 2022/04/15) */ Dear ******* ********** This letter serves to provide additional background information surrounding airlines dispute, refunds, and our processing fees which are very transparent in our terms and conditions. Per our terms and conditions, it states we ask the cardholder to contact us directly prior to disputing a charge with their credit card company to try to work through any issues which may have arisen. 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. Due to you disputing your tickets, the airlines suspended your tickets. In your case, we have submitted all required documents showing you withdraw your dispute. This dispute was between your financial institution and airlines. As of 4/13/2022, the airline emailed us the tickets are now open for refunds but with applicable penalty due to no-show or your return flight segments. These are decisions made by them and we cannot override them. Our team has tried contacting bu unable to reach out on your phone. A cancellation quote with reduced processing fees from flyus along with airline penalties was sent. Once accepted we can submit it on your behalf. As advised in prior communication, once processed funds will be coming directly from airlines to your original form of payment and that can take 1-2 billing cycles. We will need your electronic acceptance to further process on your behalf. We hope this information helps, If you have any further questions or concerns please let us know. In your case, we have followed all protocols given by the airline in case of a dispute. The airlines also advised even though your outbound flights were cancel you failed to notify them or us to remove your return segments which were not cancel. Again to reiterate this not fraud, and we ask that if you wish please also contact airlines directly as this $800 no show penalty is directly from them as per airline fare rules, and not billed to flyus.com. Our team has done everything within our power in your case and followed all given guidelines. We hope this provide a better understanding. Thank you, Flyus.com customer care team Consumer Response /* (3000, 8, 2022/04/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) hi When I requested the cancellation (before my flight dates), I requested cancellation of the entire PNR, including the return. I submitted a claim before my travel as there was no response from you for several weeks. No one called, no one followed up. I sent 11 emails asking for update/follow up call. No one responded which is why I had to open a claim. Once your company requested I remove the dispute so you can resolve it, I did it the same day and confirmed to you immediately. Again, at this point, no follow up was done from you until I opened this particular case with BBB. There was no follow up and if the return was not cancelled, this is an issue with you. The entire PNR gets cancelled when one leg gets canceled. That is standard practice so I am not sure why you are saying my return ticket was still in place. after 11 emails, several phone calls (that redirect us to your site), it was a waste of time and energy on our part with no assistance from you. Even now you are responding to me not as a customer but to address this claim. Please refund the entire amount. Business Response /* (4000, 10, 2022/04/20) */ Dear Ms ******* **********, To clarify when you requested cancellation from Flyus.com your tickets were already suspended by airlines due to a dispute. We have emailed Emirates airlines asking for a waiver of that no-show fee. Again all this could have been avoided if we had handled your case without you filing an internal dispute between our bank and airlines. Our team will continue to communicate with you about the airline's decision on the waiver. Thank you. Consumer Response /* (3000, 20, 2022/06/21) */ After 6 months and several followups, we got an email notifying that the refund has been made and to contact the bank Its been 10 days since we got the email from Flyus but no refund in my bank account. Please help! Business Response /* (4000, 22, 2022/06/27) */ Dear ******* **********, Based on our communication, it was advised 1-2 billing cycles which is approximately 60 days for any refunds to reflect back from airlines to the customer's original form of payment. Also, our customer care team did attempt to contact you but no voicemail was set up on your phone to take our messages. Unfortunately, we cannot speed up the airline's internal processes but can assure you the ticket status show refunded. Hope this information helps to pertain to your inquiry and follow-up complaint on the airlines' refund time. Thank you, Flyus.com customer care team. Consumer Response /* (3000, 20, 2022/06/21) */ After 6 months and several followups, we got an email notifying that the refund has been made and to contact the bank Its been 10 days since we got the email from Flyus but no refund in my bank account. Please help! Business Response /* (4000, 22, 2022/06/27) */ Dear ******* **********, Based on our communication, it was advised 1-2 billing cycles which is approximately 60 days for any refunds to reflect back from airlines to the customer's original form of payment. Also, our customer care team did attempt to contact you but no voicemail was set up on your phone to take our messages. Unfortunately, we cannot speed up the airline's internal processes but can assure you the ticket status show refunded. Hope this information helps to pertain to your inquiry and follow-up complaint on the airlines' refund time. Thank you, Flyus.com customer care team. Consumer Response /* (3000, 32, 2022/08/22) */ Dear Flyus, I am sure, its been 1-2 billing cycles since the airlines started processing the refund. Could you please check with the Airlines, as I have not yet seen any refunds in my account. ******* Business Response /* (4000, 34, 2022/08/22) */ Dear ******* **********, As previously advised by our team. The refund comes directly from airlines to customer original form of payment. We have no way of speeding up this internal process. Flyus.com only initiate the refund and funds are then released back from the airlines to your bank. Some airline are taking longer than others. We ask that you give the airline the time needed. Unfortunately, we cannot speed up the airline's internal processes but can assure you the ticket status show refunded. Please see the ticket status below: PNR Reference: ****** Carrier Code: 890 Airline Booking Reference: )>*ETA ******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************* We hope this information helps. Thank you. Flyus.com customer care team.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On May 7th, 2021 I purchased roundtrip airline tickets from Flyus.com. Booking Reference: MWMNI9. The travel dates were 10/14/21-10/23/21. In October of 2021 the country of Norway was not allowing US citizens to enter their country due to COVID restrictions, so I had to cancel my trip. I received a cancellation acceptance notification through the Flyus website, and I was under the impression I had until May of 2022 to rebook a flight. I submitted info for rebooking and their response did not make any sense to me. I filed a claim with the travel insurance which they offered at the time of the original flight booking. That claim was denied because apparently COVID issues are not covered by the insurance (that was the only reason I bought it!), but buried in the fine print is language against it. Flyus does not answer their phone, they send automated email replies from their support page, or they do not respond at all. I spent $540.68 on unused tickets and want my money back, or minimally a credit in that amount to use for another ticket.

  

  Business response

  04/15/2022

  Business Response /* (1000, 5, 2022/04/05) */ Dear **** ********, In reference to your complaint received by BBB. We hope this information clarifies any misunderstanding surrounding this case. On 10/13/2021 you requested to cancel your flights which had a departure of 14Oct,2021. While we understand your reasons for not wanting to fly, these airlines have strict fare rules. This was an email sent to you prior to you accepting the cancellation quote. Please see below: Dated 10/13/2021 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 May 07, 2022, 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 $ 0.00 per passenger plus any difference in airfare, taxes, and fees. At that time, Flyus.com will also charge a fee of USD $ 0.00 which covers our processing costs. In this quote, it clearly stated that you accepted, that rebooking has to be done at the same time as cancellation, and that once you were rebooked, all travel must be completed no later than 07 May,2022. In addition it also clearly states, the airline fare rules state. that you are required to re-book at the same time your cancellation is processed. Flyus.com never holds customer funds, we have to abide by all airline fare rules. Therefore when customers request cancellation, we email each customer advising the airline fare rule on each ticket. The only request we received after your cancellation was accepted on 10/13/2021 was on01/18/2022. At that point, our team emailed you and advise you. Hello, Please be advised that the airline is requesting all changes on your booking to be made before the originally scheduled departure time of the tickets. Your tickets have not been exchanged before departure and now, the airline will not let us make any changes to your ticket anymore. 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, MMB Request2022-01-28 ************** - Change RequestPNR: ****** New Depart Date: 30Sep2022 New Return Date: 10Oct2022 E-mail: *********@gmail.com Passengers: ALL Date: 2022-01-28 15:22:57 Our team did submit your request for new dates you only submitted 01/28/2022 which was denied. We have since reached back to the airlines to see if they rebook even with a penalty and our team will advise you once this is either granted or not with the airlines. We also want to note that flyus.com never quoted you any fees for your cancellation, this was waived back in 2021. Therefore if the airline allows you to rebook any applicable fees will be on their end to rebook. We are also aware our team has been communicating with you this information. To reiterate this is not flyus.com rule but the airline's guidelines and we cannot ever override them. Thank you for your understanding and hope this information help with your case. Flyus.com customer care team. Consumer Response /* (3000, 7, 2022/04/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand your response, but wish there had been a better response instructed me to immediately rebook my travel. I read that notification wrong and thought I had until May to rebook my travel. It also would have been helpful if there was an upfront disclaimer about the travel insurance NOT covering COVID. I knew the tickets were non-refundable, and that's why I bought the travel insurance. I can almost guarantee the vast majority of people purchasing the travel insurance are doing so for the same reason I purchased it. Lastly, your customer service is abysmal. Why bother having a phone number if you're never going to take a call. All of this could have been avoided if I was able to contact with a live person either via phone or chat on the website. I had to wait until the last minute to cancel that trip as I was hoping Norway was going to lift their travel restrictions. This whole experience has been aggravating. I travel often. Never have issues like this dealing with Priceline or Expedia. Business Response /* (4000, 9, 2022/04/11) */ Dear **** ******** , We saw you have insurance with Travel guard, that's separate entity as flyus.com does not advised anything pertaining to insurance coverage. We will encourage you to reach out to them to see if they can assit you further. Again we have tried several times and got denied by airlines. Consumer Response /* (2000, 11, 2022/04/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to recover my money for 2 years for a canceled flight with flyus.com due to covid. They never answer the phone. They do not take responsibility for my refund, they accuse the airline when I pay them. They are 2 years of lies, of do not answer calls at any time of the day or night. they lie to me about my money and do not take responsibility. I am exhausted.I paid $610 in february 2020 and my fly was canceled for covid.and never they help me and response.They only answer that they have no responsibility that it would be the airline and the airline says that flyus was the one who really received my money.I have explained to them many times that I need to get my money back because I paid them and they redirect you to a page to make your request and they never answer. I just want to get my money back and they refuse.

  

  Business response

  03/29/2022

  Business Response /* (1000, 5, 2022/03/24) */ Dear Ms. ****** *******, In response to the below complaint, Prior to this complaint, there was also a DOT case filed to which we already responded. One of our customer care managers has already discussed your husband's refund case with you. On that call, it was explained that IBERIA airlines are solely in charge of refunds. 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. We can confirm that once we submitted to airlines for a refund, we were advised that you open a dispute and that there was outstanding chargeback on your tickets. Due to the schedule change, we asked Iberia to process an internal refund and never received any response. When a customer file a dispute with their bank and airlines, this in return always further delays airlines in processing changes and refunds. We have sent multiple emails to IBERIA without feedback. Then on 3/11/2022: Iberia advises our travel desk: IB response, the passenger is in the possession of the voucher; the agency was not mentioned. All further questions should be addressed to IBERIA. Kindly note, we never submit any voucher requests to the airlines. We have gone back to airlines for further clarification again but please note as advised in prior communication the airlines are solely the only ones that can process refunds, therefore, we have to wait for additional feedback. This airline is very very slow in responding. Our team will continue to keep you informed once we get more feedback on the vouchers they claimed to be issued. Thank you, Flyus.com Customer Care Team. Consumer Response /* (2000, 7, 2022/03/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for assisting me. First I want to say that I bought the plane ticket with flyus. They were the ones who received the money for my flight payment. Flyus sent me the notice of cancellation of my flight by email. I never contacted Iberia for any transaction before the cancellation date. Flyus puts a customer service phone number that you can call 24/7. I have been trying to call for entire months day and night and no one ever answers, and it tells you a recording to go online for anything related to your flight. It sends you to a my page (manage my booking) where you attend to yourself and send the request, they never respond. I have sent emails for 2 years and their responses are always automatic and unhelpful. I will attach them to this process so you can check what I say. On one occasion they told me that I had to deposit $250 dollars to be able to recover my money. On other occasions they told me that I had to deposit $100 dollars and I asked them the data and the answers were automatic. Once I called at 4 am and a human answered and asked me for my card data to collect the $100 and thus recover my money, I gave it to them but they never charged anything. month of February that I contacted a department called customer relations and it has been the only way they have contacted me, unfortunately they tell me that they do not have the money for my flight, and that the responsibility lies with Iberia; but for 2 years they were answering that I had to pay a penalty. and always something different and automatic responses. I paid flyus; and I think it's fair that they respond to me regardless of the treatment they have with the airline. I bought my flight from flyus. Thank you for your attention.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased 3 tickets with FlyUS on October 5th 2021. We were notified on January 10th 2022 by Turkish airlines that the first half of our return flight from DAC to IST has a schedule change from morning to evening which caused a miss connection for our second flight from IST to JFK. After several attempts to contact FlyUS I was finally connected with a phone representative who submitted the request to Turkish airlines to fix the issue. I received an email 10 days later from FlyUS stating that in order to process the change I would need to pay USD $150 total at USD $50 per passenger, including the airline penalty, the difference in airfare and fees. According to Turkish airlines if there is a schedule change the flight change is free of charge. I confirmed this by calling Turkish airlines as well. I should not be charged USD $150 by FlyUS and I want a refund for this amount. It is unfair that FlyUS is willing to leave passengers stranded if we don't pay for the change when the change was not even our fault.

  

  Business response

  04/01/2022

  Business Response /* (1000, 5, 2022/03/23) */ Dear ********* *******, We have thoroughly reviewed your complaint and would like to address some items raised. We are truly sorry, you had a schedule change which impacted your itinerary. Based on the documentation you spoke to our customer care team and we have already rebooked and secured you on new flights due to airlines schedule changes. This was all done prior to fly us.com receiving this BBB complaint. In regards to our processing fees. As your intermediary, we do have our processing fees. Due to the extenuating circumstances, we have significantly reduced our processing fees to assist our customers as much as possible. As your travel agent, we have to work on your behalf to process the requests and removal, as well as deal with the airlines on each reservation. This is done by an actual person, with this comes an operational cost. In your case, the only fees charged for your charges were $50 per passenger totaling $150 which is our reduced fees offer to all customers. Since covid, we made the decision to alter and adjust all fees and these are reduced fees. In this case, the airlines did not ask for a fare difference, we do advise all customers that this fee might apply but in your case clearly as per your quote accepted you were advised none will be applicable. 2022-03-17 23:10:26 Quote made by Flyus.com CONFIRMED Airline Penalty: 0.00 Flyus Fee: 50.00 Original Fare: 3276.60 New Fare: 0.00 No Paxes: 3 Diff: 0.00 Total: 150.00 Flight Changes: outbound Date of Flight: XXXX-XX-XX Accepted by pax from: We hope this information clarifies any misunderstanding on our standard processing fees. If you should have any further questions, please do not hesitate to contact us. Thank you, we respectfully considered this case close on our end. Flyus.com Customer care team. Consumer Response /* (2000, 7, 2022/04/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the response. The original email sent to me did not provide a breakdown of the charges. Your response on this platoform does help clarify. Just some feedback to help keep this transparent to customers, it would be good to see that these fees are displayed more visibly on your website instead of being written in the terms and conditions. This way customers can better decide to purchase through FlyUS or directly with the airline especially during covid.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased 3 "Royal Air Maroc" flight tickets for the sum of $2285.07 for my wife and 2 sons on 02/07/2020 on flyus.com to travel from NYC to Algeria on 6/25/2020. On 3/15/2020 the whole world started shutting down businesses and borders because of COVID-19. on 6/23/20 I called flyus.com and asked for the refund ( instead of a voucher) ; I PAID $25 refund processing fee for each ticket ( $75 total ). I have been told that it will take time ( months ) to get my FULL refund back. On manage booking on flyus.com , when checking the status of my refund all it says is "STATUS CANCEL QUOTE ACCEPTED" since 6/23/2020 ; I kept checking the status the refund for months but that never changed . I reached out several times to flyus.com through their portal but all I got is a auto-response emails that the inquiry was received. I made several calls to flysu.com customer service phone # but I NIVER been able to get a LIVE person ; the call will drop after a long wait ; that happened to me at least 30 times over a several months attempts. Until now you will never get live-person calling the customer service #. I called Royal Ai Maroc several times l they said there is nothing they can do for me ; because they sold the tickets to flyus.com. I call American express to looking into it ; they said there is nothing they can do because the purchase was older than 90 days. I'm desperate at this point ; it looks like I will never get my money back because I exhausted all canals. I hope bbb.org can help me with that. I attached all the info

  

  Business response

  04/25/2022

  Business Response /* (1000, 10, 2022/04/04) */ Fwd: BBB Complaint Case# ******** (Ref#X-XXXXXXXX-XXXXXXXX-X-XXX) External Inbox Anita M Fri, Apr 1, 10:06 AM (3 days ago) to me Dear ****, In this case, we will like to ask for more time. We are still awaiting the airline's feedback because e can make any advisement to the customer. Thank you. Business Response /* (1000, 13, 2022/04/06) */ Dear ***** ********, We appreciate your patience and understanding as we review your case with airlines. Since you accepted your cancellation quote back in 2020, we submitted it on your behalf to airlines. 020-06-23 16:51:27 Quote made by ******* ******** ACCEPTED Airline Penalty: 0.00 Flyus Fee: 25.00 No Paxes: 3 Total Paid: 2285.07 Total: 2285.07 Ticket Status: Refundable with Fee BPG: NO Void Period: No Void Free Period: No Some airlines have been taking longer than others to process refunds. Unfortunately, once we submit and initiate your refunds the funds don't come back to us instead it goes directly to the customer's original form of payment. We can assure you this refund was submitted in a timely manner. We opened an investigation back with the airline and only received their response yesterday, 4/5/2022. Dear team, Please find the update from the airline. Dear Travel Partner, Your clients tickets have been refunded in the amount of $2285.07 To **** **** Please allow 5/7 business days for funds to clear. We sincerely apologize that the airlines take that long to process your refunds. Please know as your travel agent we can never speed up their processes and we are glad you bought this case to our attention. In regards to our processing fees, flyus.com made an exception and your processing fees were already reduced to $25 per passenger. As a third party, we do have small fees when processing as a travel agency we too incur an administrative cost. Again we apologize for the airline's delay in processing your refund and kindly give them the time limit they advised for your funds to reflect on your credit card. If you do not receive your funds within the given timeline please let me know and we can always go back to the airlines. Thank you for your understanding. Flyus.com customer care team.

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear BBB, I booked 7 tickets with Turkish Airways from Dallas to Athens. My booking# is 4V2774. I picked Flyus.com, because they offered a slightly better price. I paid extra for selecting the seats, as my sister and brother-in-law insisted that selecting seats is very important for them. I paid $3813.20 with below breakdown: 7 Adult Ticket - 495.08 = $3465.56 Seats Costs - $ 273.00 Seats Service Fees - $ 69.65 SMS Updates - $ 4.99 I was happy to receive the confirmation email, but after 90 minutes received another email from Flyus that unfortunately the airline has not accepted the price for the ticket and bumped it up to $3645.60 (an increase of $25.72 per ticket) and I was asked if I accept this increase or not. I felt duped but not being sure about consequences of cancelation, decided to pay the extra, assuming that the seat selection is still in place, but after receiving the E-tickets and checking them noticed that my selected seats are not there. So far you can feel my frustration, but I decided again that it is not worth the headache of cancelation, so I started reselecting the seats and was ready pay the extra fee, but trying this I noticed that my issued tickets could not select seats and this was enough for me. I tried calling the agency's support. The answering machine warned me that it is better to cancel online instead of trying to talk to a representative and this was very true! I wasted an hour trying to talk to somebody. No communication was possible on the website either. Finally, I gave up and cancelled my booking, assuming that I will be fully refunded because I made the booking less than 3 hours ago, but not only they deducted $80 from my payment but charged an extra $175 to my credit card! My questions are: Why should I be slapped for Flyus mistake for not updating their ticket price with the airline? Was it all just a mistake or could it be a malicious practice by the company? Could there be more silent victims? Sincerely, ***** *******

  

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2022/03/15) */ Dear Ms. ***** *******, Thank you for choosing flyus.com. We hope the following information clarifies any misunderstanding surrounding flyus.com void /cancellation fees and fare increases. Our fees are very transparent in our terms and conditions which you accepted at the time of booking. As a third-party agency, we do not provide free 24-hour cancellations. Please see below our terms and conditions on our cancellation fees within 24 hours. These terms were accepted by you at the time of booking. These fees were clearly not hidden as all customers have to accept prior to making a booking on our website. Cancel and Refund Even if your ticket is non-refundable: You may opt-in to our Best Purchase Guarantee, Premium Service Package or Ultra service package, for an additional fee, which will allow you to cancel up to a full 24 hours after purchase without subjecting you to our standard cancellation fees. Partially used ticket(s) are completely non-refundable and non-transferable. All reservations canceled within 24 hours from the date and time your reservation is made (unless otherwise stated) are subject to a $24.99 per ticket, standard cancellation fee. This reservation was created on 13 March 2022. Shortly after you were advised prior to our ticketing and issuing of your tickets of the airline fare increase. We wish to provide you with additional background on fare increases which hopefully explains why a price increase can sometimes happen. We use a real-time reservation database, and availability can change between the time an itinerary is created and when a ticket is reserved or purchased. If the fare you are trying to book gets sold out then the airline will only offer the next best available fare. This happens because the airline has changed the fare amount from the time you made the reservation to the time when we tried to issue the ticket(s).Flyus.com does not have any control over airline pricing or availability and we must abide by the pricing that is set by them. Nor do we have the power to discount the price of a fare the airline is offering. Our goal is to fulfill every reservation that we receive, and we look for alternatives before reaching out to you with the increased notification. if you wish not to accept fare increases, then tickets are canceled without any fees as we are unable to issue them. In this case, clearly, you accepted the fare increase from airlines and your electronic acceptance gives our team the ok to go ahead and issued your tickets. Please see your acceptance below: MMB Request 2022-03-13 18:04:58 ****** - Fare Increase PNR: ****** Accept: accepted Fare: **** E-mail: ********@hotmail.com Date: 2022-03-13 18:05:12 IP Address: XXXX:XXXX:XXXX:ccX:XXXX:aXXX:XXXe:2625 Then our team emailed you after your acceptance your tickets were issued with booking confirmation: ******* ****** 2022-03-13 18:25:32 **** Successfully notified ********@hotmail.com Then after ticketing, you requested cancellation of all tickets using our manage my booking portal: MMB Request 2022-03-13 18:41:10 ****** - Cancellation Quote Request PNR: ****** BPG: no E-mail: ********@hotmail.com Passengers: ****** Date: 2022-03-13 18:41:24 IP Address: XXXX:XXXX:XXXX:ccX:XXXX:aXXX:XXXe:2625 As per the terms and conditions listed above: Cancellation fees were quoted and accepted by you. 2022-03-13 22:50:00 Quote made by FLyus.com ACCEPTED Airline Penalty: 0.00 Flyus Fee: 24.99 No Paxes: 7 Total Paid: 3540.20 Total: 3540.20 Ticket Status: Void BPG: NO Void Period: Yes Void Free Period: No Domestic/Intl: Yes Is Kayak: No Shortly after, you were emailed advising all seat requests were also canceled and your tickets (as per your request and acceptance) were VOIDED. Below is the email confirmation of cancelation. Dear ***** *******, Thank you once again for using Flyus.com for your travel planning needs. As per your request, we have canceled your reservation 4V2774.You will receive $ 3540.20 for the total cost of the airfare including taxes. Additionally, you have been charged the $ 174.93 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 us +X XXX-XXX-XXXX XX hours a day, 7 days a week, or you may email ******@flyus.com and we'll be happy to assist you.We appreciate your understanding and value your business. We look forward to assisting you in your next booking. Sincerely, Flyus.com Customer Care We can assure you that our company followed all the correct protocols and fees in voiding your tickets. Flyus.com does not issue tickets on fare increases without customer consent. We encourage all customers to read through the terms and conditions where all our fees are presented prior to booking. We consider this resolved from our end and respectfully deny any request for a refund of our cancellation fees. Thank you for your understanding, Flyus.com customer care team.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ticket from the flyus website to travel to Pakistan from New York. The airline was Emirates airline and my expected departure from JFK was on May 08, 2021 and return to JFK was May 23, 2021; Eticket Number:*************). The total cost was $818.78, my payment was processed and I was issued an itinerary, (Booking Reference Number: ****** & Confirmation Number: ******). However one week before my flight, I received an email from flyus informing me know that the airline has cancelled my flight due to COVID-19 and lockdown issues in Pakistan. I tried contacting the hotline, however my call was never received. I even sent an email on 05/06/2021, requesting flyus to rebook my flight for a later date. Which they did not respond to. I then began the process of cancelling my flight and trying to obtain a refund. I was emailed on May 20, 2021 with a Flight Cancellation Quote which I agreed to. However it has been more than 9 months and I have not received a single dollar from my refund. The current status online still shows that flyus has initiated the refund but this is unbelieved for a company to wait so long to process the refund!

  

  Business response

  03/25/2022

  Business Response /* (1000, 5, 2022/03/10) */ Dear ****** ******, We appreciate your feedback. In regards to your complaint, we have contacted the airlines and it was confirmed your ticket was refunded. We strongly advise you to check with your bank as well because in our system the ticket is shown as refunded to the same form of payment since June 23rd,2021. Please let us know if we can assist you further with any additional information if needed for your financial institution. Thank you, Flyus.com customer care team.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased four tickets on 6/15/2021 for $2726.40 to travel to see family in Oslo, Norway from Newark, NJ over Christmas. When we realized we would be unable to enter the country, we attempted to cancel the order on 11/17/2021. We heard nothing from FlyUs over repeated attempts to email, chat, or call for over a month, until 12/18/2021 informing us of the following (screenshot included): The airline fare rules for your ticket requires you to re-book at the same time your cancellation is processed. When you are ready to re-book, the airline will charge a penalty of USD $ 300.00 per passenger plus any difference in airfare, taxes, and fees. At that time, Flyus.com will also charge a fee of USD $ 200.00 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. I responded with the following (with the SAS website details refuting the FlyUs claims): SAS does not require a rebooking fee or rebooking at the time of cancellation: https://www.flysas.com/us-en/traffic-information/message/. Additionally, SAS does not require that we fly the same route or have the same passenger list. Please cancel the trip and issue a voucher for the full refund (minus the Flyus rebooking costs). We received no response to this and accepted the FlyUs terms (which were factually incorrect and so onerous to make rebooking very difficult). To this day (2/16/2021 - almost two months later), the FlyUs site still shows the airline response as 'Pending' (screenshot included). There is no way for us to even receive the partial refund and I believe the money is unavailable at this point from SAS.

  

  Business response

  03/04/2022

  Business Response /* (1000, 5, 2022/02/25) */ Dear ****** ****, In reference to the above complaint. his reservation was made 2021-Jun-15 for departure 21 Dec 2021. These flights were booked and operated by SAS. Then on 11/17/2021, we received a cancellation request. Our team usually waits for the airline fare rules prior to emailing customers on whether a ticket is refundable or not. As in your case, it was clearly advised, tickets are Non-refundable. As your travel agent and while we understand your reasons for not wanting to use the flights, we cannot override airlines fare rules on tickets. Also to reiterate all funds when customers book flights are never kept with Flyus.com but with merchant " airlines". Therefore its ONLY the airline's decision whether a ticket can be refunded or not. If a carrier advised us a ticket is refundable then as your agent all we have to do is initiate the refund on our customer's behalf. On 12/18/2021: Cancellation quote with airlines fares rules was sent to your email on file and which you reviewed and accepted. 2021-12-18 14:50:19 Quote made by Flyus.comACCEPTED Airline Penalty: 300.00 Flyus Fee: 50.00 No Paxes: 4 Total Paid: 2342.60 Total: 1142.60Ticket Status: Non-Refundable with Fee (rebook at time of cancellation) BPG: NO Void Period: No Void Free Period: No Domestic/Intl: Yes Is Kayak: No Once you accepted the cancellation quote electronically, only then we removed your flights to avoid no show and to enable you are able to rebook using your credit with airlines. It was clearly advised by our team of the airline fare rules on this cancellation: 12/18/2022 Dear ******** ******, 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 Jun 15, 2022, 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 $ 300.00 per passenger **** any difference in airfare, taxes, and fees. At that time, Flyus.com will also charge a fee of USD $ 200.00 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 useYou cannot exchange a ticket from one airline to another you cannot change the routing, including departure or arrival city and stopovers 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 2LO79I in addition to providing the desired departure/return dates for re-booked trip. Once we receive your cancellation request, one of our ticket exchange travel specialists will contact you within 24 hours to assist in making a new reservation/booking. Then our team went back to airlines after your inquiry to find out if we can get a voucher as you requested, based on their website instructions. It was very clear from the airline's response, that once customers booked through OTA ( online agency) this cannot be done. Please see the airlines website which was also shared with you on prior communication by our ticketing team: Response from SAS airlines: Hello Flyus team, To be eligible to apply for the voucher, you must have made your booking through SAS' website or SAS Customer Service. Our team also email you a final email on 02/25/2022, advising our management made a decision to assist you when you're ready to rebook by waiving off flyus.com processing fees because we value your business. However, we have no ability to waive airlines fees ( this is charged by SAS). Please see the email below which was sent after we heard back from SAS airlines. Dear ******, If you decide to still submit new dates to reschedule via Flyus.com/manage website per cancellation quote conditions for travel EWR-OSL-EWR with SAS on/before 15JUN22 please be advised that the already reduced Flyus fee of USD50.00 per person will not be charged at the time of rescheduling as manager agreed to waive as a one-time courtesy for you, all airline fees and possible fare difference will apply accordingly if change allowed per your request. Please also be aware of the fact that most tickets we sell are negotiated rates with a cheaper cost therefore more restrictive and not always customers can take advantage of the same benefits as for bookings made directly with airlines. It is useful to always check and review the conditions of the selling party to avoid such unpleasant situations. You can review conditions for our tickets as well as regular change fees imposed here https://www.flyus.com/terms-and-conditions.htmlIf 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" In your case, our team has done everything within our given power to request a refund but it was ultimately the airline's decision and it was denied. We have followed all the airline given protocols in this case. We hope this information clarifies any misunderstanding and we appreciate your business. Thank you, Flyus.com customer care team. Consumer Response /* (2000, 7, 2022/03/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the business response, although I am thoroughly dissatisfied with the outcome, will never purchase from FlyUs again, and advise anyone thinking about purchasing from FlyUs to reconsider. They routinely ignored and delayed response until the very last opportunity, routinely provided canned responses which were false and misleading information, and only addressed the matter after I threatened legal action.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a flight in January from FlyUS which seemed fine at the time. However, after I took a screenshot (and printed a PDF) of the confirmation number and price, I notice an email confirmation which showed a MUCH higher charge. This higher charge was also taken out of my credit card and not the agreed price of the actual transaction. I desire the correct price charged and the difference placed back on my card. The screenshot I attached shows the confirmation number.

  

  Business response

  02/25/2022

  Business Response /* (1000, 5, 2022/02/16) */ Dear Mr. ***** *********, In reference to your complaint received. Prior to receiving this complaint from BBB, we did not receive any inquiries or call pertaining to any overcharge on your tickets. Based on our records this reservation was created 31Jan.2022. ****** * ********* (ADULT) ******** * ********* (ADULT) Total Booking Cost (including airfare taxes + fees) 2 Adult Tickets $ 385.16 Total Cost $ 770.32 The total amount we charged, is $ 770.32 for both tickets same as listed on your booking confirmation and to which was agreed to at the checkout. We have tried contacting you to investigate what overcharges you're seeing on your end but were only able to leave a voicemail. If you have a screenshot of any additional pending charges kindly submit that to our Accounting department, **********@flyus.com. We hope this information helps and looking forward to hearing from you and reviewing any documents you have. Thank you, Flyus.com customer care team Consumer Response /* (3000, 7, 2022/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) This reply is 100% false. Not only did I attempt to call your useless phone line (and disconnected or on hold for an ungodly time just to speak to no one) and emailed your company immediately after noticing the incorrect charge. I was promised a 48 hour reply and that never happened. I only received a reply from FlyUS AFTER my BBB complaint, weeks later. At this point, I want a 100% refund and cancelled flight with no fees or I will seriously consider legal action. I have never had such an awful experience with a company. I will attach my hour plus long hold time with no help and my checkout confirmation with the correct price. Business Response /* (4000, 10, 2022/02/18) */ Dear ****, Thank you for your patience and understanding as we review your case with airlines. We are aware you spoke with the head of customer relations at Flyus.com. As discussed / agree on call flyus.com is going to refund you the difference via PayPal. Also as advised all tickets are non-refundable. In case the airline should have a schedule change ( cancellation) in the future only then can go we back to them to request a refund. Again we appreciate your understanding and patience. Thank you, Flyus.com customer care Consumer Response /* (2000, 14, 2022/02/25) */ This is a verbal reply taken by BBB: They did contact me directly, someone finally reached out but only after complaint. I received the promised difference through PayPal, and transferred the amount over to my bank account.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩