ComplaintsforSet Jet
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/01/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I booked a setjet flight for a nice weekend getaway for my girlfriend and I to *******. I booked it months in advance. I booked chauffeurs both to and from the airport. We were both really excited for this trip. I was notified less than 2 days before the trip was due to take place that they were canceling the flight. In their own terms and conditions on their own website, they state that their flight is guaranteed and that they don't cancel flights. They didn't offer to pay for alternate transportation or really do anything but say they were sorry. This is false advertisement. It's fraudulent. They sign you up to a monthly membership and you can't even use their service. So I had to pay a giant premium to find a commercial flight within a day of my departure. I had to eat the cost of the chauffeurs. Yet, they still kept my money for my monthly membership and my security fees. This company is an absolute joke.Business response
02/02/2024
We apologize for the inconvenience associated with the unexpected cancellation, especially for a special occasion. The terms and conditions noted in the complaint speak to our policy of operating the flight regardless of how many seats are booked. We do not automatically cancel flights if all seats are not sold. However, just like what you may experience on commercial airlines, flight cancellations can happen from time to time for many reasons. Section 2, subsection aa of our terms and conditions may provide better clarity on this. In this particular case, there was an unexpected and sudden disruption in aircraft and crew availability. We also understand that there are follow-along inconveniences when cancellations happen, especially with third-party providers like chauffer services. As we were not involved with setting up these third-party services, we cannot assume responsibility for managing those reservations on a member's behalf. Again, especially when dealing with a special occasion, we can understand this may be frustrating. According to our records, a flight refund was provided and, as noted in the email screenshot submitted with the complaint, we extended two months of free membership to assist with the inconvenience. As our terms and conditions state that, All Monthly Membership Fees are non-refundable," the offer for two months of membership was a gesture of goodwill to help offset a portion of the follow-along costs incurred by having to change plans within 2 days of the trip. We apologize that the experience wasn't a positive one, but it is understandable when operational challenges impact plans made in advance for special occasions.
Customer response
02/02/2024
When a commercial airline cancels my flight, they find me another flight... At their expense within a reasonable time. Even if it's on a competitors airline.
Remember, this flight was not cancelled for weather or an act of God. You guys cancelled the flight because you couldn't fill the flight. A direct contradiction to your terms of service.You extended me an offer of two complimentary months and then proceeded to remove service from *************************. Why would I want to continue to pay and be a member with you without service to my area?
Your company uses a typical bait and switch model. You guys use false advertisement.
Initial Complaint
07/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Good Evening, I am inquiring about the service I signed up for Setjet. I have been paying the monthly membership fee for almost two months and I still have not received as promised my membership packet, welcome letter or my membership card so I can take full advantage of the membership and it's benefits. I have inquired with customer service about the status of everything and they keep telling me that it takes a awhile because it is sent from another company. Can you please provide me with the proper status of everything. My next payment for dues is coming up on the 17th of this month and I find it somewhat unprofessional that I have not received anything from Setjet or any third party provider as discussed.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.