Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/27/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were *********** a sales agent into purchasing tickets that were fully refundable within 24 hours. When we made changes to the ticket the next day they refunded us the incorrect amount and still have not returned the additional funds of $916. We took the balance as a credit to purchase premium economy tickets totaling $4,981.16 under the pretense that they were changeable and cancellable for a fee. The sales agent confirmed this to us a week ago when we expressed interest in canceling. When we initiated the cancelation they said they can no longer offer the cancelation and will not offer any solutions. This company is engaging in very unethical behavior and is holding customer funds under false pretenses.

  

  Business Response

  Date: 05/29/2025

  Esteemed Bureau,

  Thank you for bringing this issue to our attention. Our records indicate that the customer initially made a payment of $8,223.08 USD for the original booking. This booking was subsequently voided. Of the total amount, $2,235.50 USD was refunded to the original form of payment ending in **42, while the remaining $5,987.58 USD was converted into a travel voucher with the customer's agreement.

  The voucher was then applied to a new reservation for two passengers, ******* ******* ******** II and ******** *****. The amount was used toward the purchase of two premium economy tickets totaling $4,981.16 USD, along with the addition of the Travel ************ for $946.42 USD and a Token of Appreciation valued at $60.00 USD.

  The allegation that $916 remains unreturned appears to result from a misunderstanding regarding how the funds were reallocated and used toward the confirmed services. We confirm that the total funds were fully accounted for and applied according to the customers selections at the time of the new booking.

  Thank you.
  

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23380035
  
  I am rejecting this response and writing to demand the immediate and full refund of $5,987.58 withheld by Skylux Travel in connection with a ticket purchase that was cancelled within 24 hours and rebooked under misleading and unclear terms.

  Background Summary:
  Original booking: ***** ? ******** ? ************ (Business Class Round Trip on ****************)
  Date of cancellation: Within 24 hours of purchase
  Amount paid: $8,223.08
  Refund issued: $2,235.50
  Balance withheld: $5,987.58, claimed to have been converted into a voucher with no documented consent
  New ticket purchase: **********;? ****** ? ************ (Premium Economy Round Trip on ***************): $4,981.16
  Travel Care Plan charged: $946.42 (billed as $473.21 per passenger)
  Additional charge: $60.00 Token of Appreciation
  
  We were not given any written documentation about the voucher terms, nor were we clearly informed that accepting a voucher would forfeit our rights under federal refund laws.
  

  Violations and Grounds for Refund
  
  1. Violation of 24-Hour Refund Rule
  Per the *********************************:
  Airlines and ticket agents are required to allow customers to cancel a ticket within 24 hours of booking for a full refund if the ticket is purchased at least 7 days before departure.
  DOT Refunds FAQ
  

  Skylux, acting as a ticket agent, withheld nearly $6,000 after a cancellation made within this 24-hour window. There is no lawful basis for keeping those funds. The conversion of this balance into a travel voucher, without clear, documented consent, violates this regulation and is not enforceable.
  
  2. Misrepresentation of Travel Care Service
  We were charged $946.42 for the Travel Care plan. The only explanation provided was that this coverage allows:
  Cancel or change your flight at any time at no cost get 75% refund or 100% airline credit.
  
  However:
  We were denied both options when attempting to cancel.
  The actual plan terms were never provided in writing.
  We were later told that canceling is not covered, only changing, which is deceptive and contradicts both the verbal sales representations and the public-facing terms on Skyluxs website.

  This constitutes a clear misrepresentation of coverage and violates consumer protection standards for fair disclosure of travel insurance terms.

  3. Lack of Informed Consent for Voucher Use
  Skylux claims we agreed to convert our refund into a voucher. We dispute this claim on the basis that:
  No clear or written agreement was presented.
  We were not informed of our right to a full refund under federal law.
  We were pressured into using the balance to rebook without a full explanation of our options.
  
  This makes any supposed agreement legally invalid, as consent obtained without disclosure of rights or alternatives is not enforceable.
  
  4. Predatory Fees and Obstructive Conduct
  
  The $60 Token of Appreciation charge is vague, unrequested, and unexplained.
  Our access to the Dreampass portal was revoked, preventing us from managing our reservation or reviewing cancellation terms.
  Skylux delayed and misled us at multiple points during the refund and cancellation process.
  

  Requested Resolution
  We are requesting the full return of the $5,987.58 withheld:
  $4,981.16 Ticket fare
  $946.42 Travel Care Plan
  $60.00 Token of Appreciation
  
  We are prepared to escalate this matter unless resolved immediately. This includes:
  
  Continuing our active chargeback case with our credit card provider
  Filing a formal complaint with the ********************************** Aviation Consumer Protection Division
  Submitting to state Attorney General consumer affairs offices
  Sharing this case with public travel consumer platforms to warn others
  
  We expect full resolution within 5 business days, or we will proceed with all available remedies.
  
  Sincerely,
  ******* ********
  Confirmation number: TDS0T2

  
  
  

  

  Business Response

  Date: 06/01/2025

  Esteemed Bureau,
  
  Thank you for forwarding the updated response from Mr. ******* ********. We would like to clarify the facts of the case and respond to the claims made. Mr. ******** voluntarily canceled his original Business Class booking within the 24-hour window. Following that cancellation, the refunded amount of $2,235.50 was returned to the original form of payment, and the remaining $5,987.58 was usedat the clients requesttowards the purchase of a new Premium Economy reservation.
  
  This transaction was completed only after the cardholder submitted an online Authorization Form, which confirmed acceptance of the new itinerary and explicitly approved the application of the unused funds from the original ticket as a voucher toward the new reservation. Therefore, the assertion that this was done without consent is inaccurate.
  
  Regarding the Travel ************* all terms and conditions of this optional product were clearly presented during the booking process and are disclosed in writing in the Terms & Conditions provided to the client prior to payment. Additionally, a separate Travel Care Plan confirmation was emailed to the cardholder on April 21, 2024, outlining the included benefits and coverage parameters. The *************** tickets are non-refundable per the fare rules. No schedule changes or involuntary disruptions have affected the booking, and therefore no exceptions apply under the airline policies. Concerning the $60.00 Token of Appreciation fee, this charge was disclosed and itemized at the time of purchase. The client reviewed and approved this in the same Authorization Form used to complete the transaction.

  While we stand by the integrity of this transaction and the services delivered, we remain committed to customer satisfaction. Should the client wish to proceed with a refund request for the Travel ************ or token charge as a courtesy gesture, we are willing to review this furtherstrictly as an exception and without obligationthough the airline fare itself remains non-refundable.

  Thank you.
  

• Initial Complaint

  Date:05/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is in connection with the airline booking reference id ****** made through the travel agency, SkyLux Travel. We need your help for immediate redress concerning both the fraudulent conduct during the ticket sales process and the current humanitarian emergency involving my wife's severe medical condition and regional instability at the destination..Fraudulent Sales Practice:I was sold a ticket through SkyLux Travel under materially misleading circumstances. I purchased the ticket ($2887.68)on 31st March ***** for a travel on 22nd May. I had another reservation (PW05XT ) which was for my wife and daughter. At no time during the purchase processwhether verbally, in writing, or via the transaction documentationwas it disclosed that the fare was non-refundable and non-exchangeable. Neither the confirmation email nor the payment receipt included this critical limitation.The withholding of such essential terms constitutes, at a minimum is a deceptive business practice and fraudulent misrepresentation . SkyLux Travel is now using this undisclosed restriction to justify its refusal to issue a refund or offer reasonable exchange , despite the extraordinary circumstances faced by me.Humanitarian Emergency:Separately, and compounding this issue, my wife is under urgent medical restriction due to a recent and serious cardiac condition. A licensed physician (heart surgeon) has advised against long-haul travel in any form for which I have provided the medical letter from the doctor along with her relationship with me and ***** . Additionally, the rapidly escalating geopolitical tensions between India and *********** intended destinationhave created an unstable and high-risk travel environment, particularly dangerous for someone with a life-threatening health condition.Despite repeated efforts by me to resolve this matter amicably and in good faith, I have received no meaningful assistanceonly generic responses and denials from SkyLux Travel.

  

  Business Response

  Date: 05/29/2025

  Esteemed Bureau,
  
  Thank you for bringing this issue to our attention. We would like to clarify that all fare rules and restrictions are fully disclosed to our clients prior to purchase. Specifically, our Terms and Conditionsacknowledged and accepted by the client when completing the payment authorizationexplicitly state:
  1. If fare rules allow refunds and/or exchanges, they are permitted only at least 72 hours before the scheduled time of departure. In addition, a $250.00 SkyLux fee per person will be charged to process any refund or exchange request. This fee will be in addition to the penalties charged directly by the airline and/or recalled by the airline from SkyLux.
  2. Take special note that airline tickets and hotel accommodations and all service fees may not be refundable.
  
  These conditions are clearly presented to every customer, and our agents are trained to reiterate that tickets are, by default, non-refundable, non-exchangeable, non-transferable, and non-reroutable unless specified otherwise in the airlines fare rules. In this particular case, the fare purchased is non-refundable and non-exchangeable as per the airlines policy. Nonetheless, we made every effort to advocate for the client by submitting a medical exception request to the airline. Unfortunately, the airline declined the refund, stating that their fare rules do not allow exceptions based on medical grounds.
  
  While we fully sympathize with the clients circumstances, the final authority on refunds rests with the airline, and our agency has no means to override these decisions.
  
  Thank you.
  

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23378625
  
  I am rejecting this response because not at any documents the sales agent mentioned that the ticket was non refundable and non-exchangeable. I have shared the documents that I had received from Ratan ( the sales agent) and not a single document says the tickets are non- refundable etc. so in other words it is a case of fraud. Later on upon checking on the website - I see so many similar complaints from the previous consumers, so in other words this is a common practice for the agency.

  please ask them to refund the whole amount and you please take action to protect the future consumers.

   

  also I think you need to check with *************** on why they have different policies on how a consumer is buying the ticket. If you would like I can take that case to Aviation Authorities too- please guide me.

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

  

  Business Response

  Date: 06/01/2025

  Esteemed Bureau,

  Thank you for the opportunity to respond to the clients recent rejection.
  
  We would like to clarify once again that all fare restrictions, including refund and exchange limitations, are disclosed at the time of booking. These terms are clearly stated in the Payment Authorization Form, which the client completed and submitted. As previously provided, we have included screenshots confirming that the terms and conditions outline the following:
  1. Take special note that airline tickets and hotel accommodations and all service fees may not be refundable.
  2. If fare rules allow refunds and/or exchanges, they are permitted only at least 72 hours before departure This fee will be in addition to the penalties charged directly by the airline
  
  In addition, the fare rules and conditions specific to each ticket are accessible through our website under the My Trips section, where customers can enter their reservation details to view applicable policies. It is important to reiterate that ticket policies are governed by the airline's fare rules. In this case, the tickets were issued under a fare class designated by ************** as non-refundable and non-changeable. We have also made attempts to request an exception from the airline, but it was declined in accordance with their policy.
  
  While we understand the clients frustration, the claim that no terms were disclosed is inaccurate, and there is no evidence of fraud. We remain transparent in our practices and committed to providing clear information during the booking process.
  
  Thank you.

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23378625
  
  I am rejecting this response because at any point in the sales process they had disclosed the non-refundable or non- exchangeable policy. The agreement document they are talking about ( I had attached the document for your reference before) - has terms and conditions on the very last page of a 13 page document ( intentionally did that so that they can fraud customers) where they mentioned if there was a change needed then there would be change fees etc but not mentioned that they wouldnt refund a single *****.

  also upon checking with the airline, they mentioned that they would refund the money for any travelers with medical emergency, so not sure why the agency is saying they are not getting any refunds. Can airlines have different policies on how did someone purchase the ticket? Does not make sense to me ..

  so please ask the agency to refund all my amount for both the tickets and also black list this agency.
  
  Sincerely,
  
  ***** ************

• Initial Complaint

  Date:05/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked/paid in January, 2025 airline tickets on ********* ******** leaving out of *** ******* for $2070 + 476.24 for flight protection via Skylux Travel Agency. Skylux informed us ********* ******** changed flight departure airport from *** to ****** ******** We told the Skylux employee that we did not want to leave from ****** ******* but wanted *** *******. Skylux stated they could rebook us but we would loose the $476.24 flight protection because our tickets are non refundable . They said the $476+ would be used to rebook the ticket. This does not seem to be a legitimate charge because we would have been able to rebook if we had purchased through the airline. Skylux says the $476.24 was NOT INSURANCE but a PROTECTION PLAN.

  

  Business Response

  Date: 05/22/2025

  Dear Esteemed Bureau
  
  
  Greetings,
  The complaint has been forwarded to the special services agent.
  The agent will contact the customer to explain the available options within 5 business days.
  If the provided options will not be acceptable, we suggest the customer to either reply to this BBB complaint, or to send an email to ********************************, in order to have the issue further evaluated. 
  Nevertheless we're continuously working on reviewing all the requests as we're fully committed to assist every customer in these difficult times.
  
  
  Thank you.

• Initial Complaint

  Date:05/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 11th, 2025, I helped my mother purchase airline tickets through this travel agency for my mother and father. The travel agent, **** ** assured us multiple times that the tickets were “Flex fly” tickets for a roundtrip from *** ** ******** flown with ******* ********. “Flex Fly” means that the ticket has flexibility to be changed or canceled (with a fee) and standard seat selection can be made while purchasing the ticket. We asked **** multiple times to confirm that the ticket was flexible and we could pick the seats upon purchase and he said yes. When we received the ticket confirmation, it turned out that the agent sold us downgraded tickets (“Extra Fly”) that are around $400 less on the ******* ******** website. Customer support representative, ********, confirmed the ticket was a restricted ticket and not the one we paid for. Since selling us the scam downgraded tickets, I have called and emailed the agent as well as customer support at SkyLux multiple times. The agent has consistently ignored my calls and emails and evaded our requests to provide us with the ticket type he sold us. Customer Service at SkyLux also does not answer my emails and my calls have been met with delay tactics that have gotten us nowhere. We want to get what we paid for, which is flexibility and seat selection in our tickets. If they refuse to do this, we should at least be provided a price adjustment of $400 for the difference in ticket price since we were given downgraded tickets for the upgraded price.

  

  Business Response

  Date: 05/21/2025

  Esteemed Bureau,
  
  Thank you for bringing this issue to our attention.
  We have investigated this request and have found that the Agent did not commit a mistake. Here's why:
  
  - The Agent explained and offered Travel Care Service, a voluntary product, during check-out. It was explained that Travel Care Service waives Airline penalties in case of changes (but not fare difference), making the ticket more flexible. In case Travel Care Service is not activated, Airline penalties are applicable and are not covered by our Agency. Travel Care Service was not activated in the end.
  
  - The Agent clarified that the Airline charges for seats, however free standard seat assignment is included with Travel Care Service.
  
  - Since Travel Care Service is not activated and therefore does not waive the Airline penalty. ******* ******** charges 100% of the fare as penalty, or in other words, the ticket is non-exchangeable.
  
  
  With this being said, the Agent was informed of the passengers' concern regarding the ability to exchange this ticket and assign seats free of charge, and has presented a resolution which is our Travel Care Service benefits. In the end, Travel Care Service was not activated. We sincerely apologize for any inconvenience, however are not able to offer a different resolution under the current circumstances.
  
  Thank you,
  Warm regards

  Customer Answer

  Date: 05/21/2025

  
  Complaint: ********
  
  I am rejecting this response because: We didn't need to purchase a "travel care" service since the ticket we were told that we were getting was a ******* ******** "Flex Fly" ticket, which allows for changes and cancellations, in addition to complimentary seat selection. We specifically asked for "Flex Fly" and not "Extra Fly."  We were fraudulently sold the downgraded "Extra Fly" ticket instead. In fact, we specifically asked the agent this multiple times over the phone if we were receiving the "Flex Fly" ticket and he assured us that we were purchasing the "Flex Fly" ticket. This means no "travel care" service is required. Moreover, the "travel care" does not deal with complimentary seat selection, so SkyLux's response does not explain why we were not provided with free standard seat selection when we paid a higher price.

  The agent sent me an email saying he would "look into this" and that the standard seat selection is free when clearly it isn't.The agent also sent an email to me claiming to want to give us preferred seats but he never followed through on any complimentary seat selection. The agent essentially sold us a downgraded ticket and then disappeared, ignoring multiple calls and emails. These emails are attached.

  The company is engaging in fraudulent business practices. They have all the phone recordings and are lying about what the agent actually told us. 

  Sincerely,
  
  Filiz G*********

  

  Business Response

  Date: 05/22/2025

  Esteemed Bureau,
  
  Good day! 
  We've checked the call transcripts of this case and have found no agreement that the tickets should be issued in FlexFly. There was one instance where both the Agent and the Passenger were browsing ******* ********' website and were looking at a few U-class fares, some of which were FlexFly, but afterwards the Agent simply offered the most suitable ticket in the requested class of service, based on price. It's also worth noting that there was no overcharge, all calculations and transactions were processed correctly.
  
  To address the seat assignment issue. The Agent offered standard seat assignment with Travel Care Service as a complimentary service along with the purchase of our add-on. Check-in will open in approximately ~24 hours and seat assignment can be processed within the check-in window free of charge.
  
  We apologize for any inconvenience, but under the current circumstances we're not able to grant an exception.
  
  Thank you,
  Warm regards

  Customer Answer

  Date: 05/22/2025

  
  Complaint: ********
  
  I am rejecting this response because: The company is blatantly lying about the phone transcripts. We SPECIFICALLY asked for a FlexFly ticket and confirmed this with the agent multiple times over the phone since it is not possible to see anything from his screen.We NEVER agreed to an alternative option and the agent was well aware that the reason we didn’t want travel care was because we thought we purchased the FlexFly ticket.  Again, with a FlexFly ticket, there is the option for flexibility where the ticket may be changed or canceled and seat selection is provided with the ticket price. This company is engaging in fraudulent behavior and unless they fix this scam, I will escalate the complaint to the ** ********** ** **************. 
  
  Sincerely,
  
  Filiz G*********

• Initial Complaint

  Date:05/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against your agent, ******, for her lack of transparency and extremely unprofessional behavior in handling my recent ticket ********** March 2025, I booked a ticket through Skylux via ****** for a May 2025 trip to *****. At no point during the booking process did she explain or provide any details about your cancellation or rebooking policy. She appeared to be in a rush to finalize the booking and push for payment, leaving no opportunity to review or discuss these critical policies.Due to the escalating conflict in the region I was originally scheduled to visit, I contacted Skylux to rebook my flight to a safer city. To my shock, your customer care representative informed me that I would have to pay the full retail price for the new ticket, not the discounted Skylux rate I had originally received. When I questioned this, the representative rudely stated that Skylux discounts only apply to new bookings and not to rebookings a crucial detail that was never disclosed to me during the booking process.I followed up with ****** directly. She initially told me to contact customer service again, despite my already having done so. I reminded her that she had failed to explain the rebooking policy, and she said she would speak with her supervisor and call me back. She never did. When I called again, she picked up, heard my voice, and immediately transferred me to hold music for over 20 minutes. After that, she ignored five more calls and has not returned my voicemail.I am formally requesting that Skylux:Rebook my ticket to a different city in ***** one not affected by conflict At the original discounted Skylux price,Without additional retail charges, since the lack of policy disclosure was not my fault.

  

  Business Response

  Date: 05/22/2025

  Dear Better Business Bureau,

  Thank you for bringing this issue to our attention.
  
  We sincerely apologize for any inconvenience the Customer may have experienced during this situation. Please note that while our Sales Representatives are not required to verbally disclose the fare rules and terms of the ticket during the purchase process, these conditions are clearly outlined on the Online Authorization Form that the Customer must review and submit prior to payment.
  
  As for the current case, the tickets in question are non-refundable according to the airlines fare rules. That said, if the passenger is unable to travel due to a valid reasonsuch as a medical conditionwe may still submit a refund request to the airline on their behalf. Regrettably, the reason cited in the Customer's complaint does not meet the airline's criteria for automatic approval, as the flights are operational and have not been involuntarily canceled.
  
  That being said, the tickets remain fully exchangeable. The Customer may change the ********************** dates or even the destination (city-pair), provided that the new routing is served by the original issuing airline. The airline has waived its standard penalty for changes, so only the fare difference between the original ticket and the newly selected itinerary would apply.
  
  Our Special Services Department has reached out to the Customer to discuss available options; however, we are still awaiting a response regarding how they would like to proceed with their tickets.
  
  Thank you.

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23309789
  
  I am rejecting this response because: I was informed that I wouldnt receive the same fare as when I initially tried to book the new ticket. This feels very misleading. The ticketing agent failed to disclose this important detail, and I dont see it mentioned anywhere.
  When I spoke with customer service, I was told I would need to pay more because this is considered a rebooking, not a new booking. I understand there may be a small agency fee for rebooking, but increasing the fare or charging full retail price is unreasonable and unprofessional. It feels like the agency is taking advantage of the situation.
  That said, my trip is scheduled in just a few days, so I dont want to make any changes at this point. However, I believe future customers should be made aware of these practices, as they may face the same issue if they need to modify their travel plans.
  Unfortunately, based on this experience, I will not be using this company for future bookings.
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 05/23/2025

  Thank you for the opportunity to respond to the customer's concerns.
  
  We understand the frustration that can come with unexpected fare differences when modifying travel plans. However, we would like to clarify that fare prices are dynamic and subject to airline availability and policy at the time of re-booking. The customer may use the amount paid, which is held as an electronic credit with the airline, toward a new ticket matching the original itinerary, airline, and routing. If permitted by the fare rules, changes to the routing may be possible, though they could result in additional taxes or fees.
  
  The difference in cost is not due to an agency-imposed fee or an attempt to up-sell, but rather a reflection of the fare conditions associated with the original ticket. As communicated during the re-booking process, this was treated as a voluntary change, not a new booking, which is consistent with industry standards and airline regulations. All associated costs were transparently disclosed once the updated itinerary was reviewed.
  
  We do regret that the client feels misled, but we maintain that all actions taken were in line with policy and the terms of the original booking. We take customer feedback seriously and will continue working to improve communication around fare changes and re-booking procedures.
  
  At this point, no further changes are being requested by the customer, and their trip remains confirmed.
  
  Thank you for your attention to this matter.

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I talked with Skylux Travel sales agent regarding a one way ticket from *************** ** to **** *******: April 24, 2025 Amount: $1,884.88 + $442.77 + $39.99 = $2,327.64 Route: ***** to **** supposedly because there were no cost effective flights from *************** Terms: fully refundable Update: April 27 I called to cancel because I found a better flight on my own from *************** Problem: I was told they only return 75% of the $1844 and 0% of the other 2 charges. I explained I was told fully refundable. Their solution: NONE. I was told that is their ********* solution: full refund of $2,327.64 As of May 5th, I have received 0 refund. I have found multiple complaints on line about them, some with BBB, per BBB, 202 total complaints in the last 3 years, 74 complaints closed in the last 12 months.

  

  Business Response

  Date: 05/06/2025

  Esteemed Bureau,
  
  Thank you for bringing this issue to our attention!
  Yes, in this case the passenger is eligible for a refund of 75% of the ticket cost only. This is a benefit granted under our Travel ************ plan.
  This particular reservation is completely non-refundable by the fare rules of the Airline, however the purchase of the Travel ************ plan enables a refund of 75% ticket cost as one of it's benefits.
  
  Tickets that touch U.S land typically have a void window of 24 hours as per the U.S Department of Transportation. In this case, cancellation was not requested within the 24 hour void window and therefore any applicable charges are completely valid.
  
  Hope this helps!
  
  Thank you,
  Warm regards
  

  Customer Answer

  Date: 05/07/2025

  In regard to below dispute, attached is my response letter. Thank you for your help with t

  
  

  I have also attached a 2nd document that validates their was NO full disclosure.

   

  ******** *******

  

  Business Response

  Date: 05/08/2025

  Esteemed Bureau,
  
  The terms of this purchase were clearly described at the time of purchase. The passenger has reviewed, understood and voluntarily selected the "All-included Travel ************* tier which includes a 75% monetary refund benefit.
  
  All our tickets are non-refundable, non-exchangeable, non-transferable and non-reroutable by default. If the Airline allows any of the procedures, a charge based on fare rules will be applicable on top of a flat SkyLuxTravel Service Fee of $250.00 on reservations not protected by Travel ************ Premium or higher.
  
  Attached you'll find the exact terms disclosed at the time of purchase, these being:
  - The voluntarily selected Travel ************ All-included tier
  - The "Cancel for any reason" benefit
  - General restrictions
  - Agreement to SkyLuxTravel Terms & Conditions
  
  Please note, that all these images are copied and pasted from the check-out page prior to the purchase of the reservation in question, and not after.
  
  Thank you,
  Warm regards
   

  Customer Answer

  Date: 05/08/2025

  Subject: Request for Active Assistance in Resolving Refund Dispute

  Dear Shyan,

  Thank you for your continued efforts in facilitating communication between myself and Skylux Travel regarding my refund dispute. However, I am concerned that simply relaying emails is not yielding any substantive resolution.

  Skylux Travel has now responded twice with a generic reiteration of their policy rather than addressing my key issuethe misrepresentation by their agent regarding the ticket being fully refundable at the time of purchase. Their refusal to acknowledge or provide evidence of this verbal assurance raises serious concerns about transparency and fair business practices. Furthermore, similar complaints have been documented against this company, indicating a potential pattern of misleading behavior.

  I am requesting the BBBs assistance in actively advocating for a resolution beyond email exchanges. Whether through direct intervention, mediation, or additional consumer protection measures, I would appreciate guidance on how BBB can take further steps to hold Skylux accountable for their misleading claims.

  Please let me know what options are available to ensure this dispute is handled fairly. I sincerely appreciate your time and support in upholding consumer rights.

  Best regards,

  ******** *******

  

  Business Response

  Date: 05/12/2025

  Esteemed Bureau,
  
  On the 30-th of April, we ran an investigation of our calls that were held at the time of purchase. We have reviewed and confirmed, that the Agent never made a promise of a fully refundable reservation.
  The Agent has advised that it's possible to retain 100% Airline Credit if the reservation is cancelled prior to departure with Travel ************* which is completely true and aligns with our policy. Our Agent did not promise that a full refund is possible or that Travel ************ enables this service.
  
  The terms of Travel ************ and the ticket were clearly displayed at the time of purchase, and as such, we are unable to go ahead with the desired form of compensation. We are truly sorry for this situation, however must firmly refuse the demanded resolution outside of our standard policies.
  
  Thank you,
  ******
  

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a flight ticket from Skylux Travels. The quoted price for me was CA$ 2158. However, I was charged in US$ 2158 which resulted in me paying an extra CA$ ********. When I contacted them, they acknowledged their mistake. However, I kept getting the runaround that the team is looking into it and we will get back to you. I got the same response for 2 weeks. Once I told them I will be taking legal action, I am no longer getting any communication and there is no end in sight for a resolution.

  

  Business Response

  Date: 05/08/2025

  Dear Better Business Bureau,

  Thank you for bringing this matter to our attention.
  
  Upon review, our team has authorized a refund of the difference; however, by the time we attempted to process the refund transaction, the Client had already initiated a dispute, which now restricts us from successfully completing the refund back to their original payment method.
  
  We have informed the Customer of the necessary next steps and will continue assisting them with the refund process.
  
  If you require any additional information or documentation, please do not hesitate to let us know.
  
  Thank you.

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23275107
  
  I am rejecting this response because I have contacted ****************. They have informed me that there are no restrictions for Skylux to be able to process the refund even if there is an active dispute open. This should not prevent them from processing the refund.

  This is another attempt for Skylux to dodge out of refunding the required amount.

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

  

  Business Response

  Date: 05/13/2025

  Dear Better Business Bureau,
  
  As previously communicated to the Client, the refund can only be processed once the dispute has been officially closed and withdrawn. We requested a formal confirmation letter from the Customer to proceed accordingly. However, based on their latest response, theyve chosen to continue with the dispute and prefer to have the matter handled directly by their bank.
  
  Thank you

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23275107
  
  I am rejecting this response because: as I mentioned before, Amex doesn't prevent the vendor from issuing the refund even with an open dispute. If Skylux would process the refund, everything would be settled. Not doing so shows that skylux is dealing in bad faith. I'd rather wait for Amex's resolution. You can close this request if you'd like.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 15, 2025, I purchase round trip tickets, for myself and my wife to *********, ***** leaving May 5th, 2025, and returning May 26th, 2025. SkyLux travel purchased the tickets through ***************** using my **** card. On March 31, 2025, I fell and fractured my femur. I had surgery on April 2, 2025, and was advised not to travel for the next six months. Due to the fall and surgery, I had to cancel my trip. I called Skylux and asked them to cancel the tickets and get a refund. They agreed to do so. Not hearing anything from Skylux I called them and was told it normally takes about 2 weeks to get ***************** to respond. I checked with them a couple of times during the next 2 weeks getting the same answer. Finally I got an email from SkyLux saying they received the refund and for me to click on the link to authorize them to send the refund to my credit card. I did so and received a message saying the link wasn't any good. I called them and was told they have not received and refund and have not requested one for my wife. I called several more times and have been getting a diferent answer each time. I talked to an American Airline *** and he told me the refund had been sent to ******* on April 6, two days after I called Skylux to cancel the reservation. The agent told me to go to ***************** web site and file a claim for my wife's refund which I did. That was yesterday and I haven't heard anything yet. I don't see a reason they will deny my wife's claim and unfortunately it will go back to SkyLux. I didn't know what to put in as the claim amount since I haven't heard back from AA so this claim may be valued at $4180.70 instead of $2090.35 if my wife's claim is approved.

  

  Business Response

  Date: 05/03/2025

  Dear Better Business Bureau,

  Thank you for bringing this issue to our attention.
  
  Upon thorough review of both our internal records and the airlines documentation, we can confirm that the refund request submitted on medical grounds was approved solely in the form of a travel credit (i.e., a voucher for future use) with *****************. We have received formal confirmation along with the travel credit details for the request submitted on our clients behalf, and Mr. ****** has likewise received confirmation regarding the travel credit issued for Ms. ********* tickets, as he submitted a request himself.
  
  Regrettably, ***************** maintains one of the most restrictive refund policies in the industry regarding medical-related requests, routinely issuing only travel credits.
  
  In-case any additional information is needed, please let us know.

  Customer Answer

  Date: 05/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:04/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday, April 23, 2025 I bought a RT business airline ticket to ******, *******, from Skylux for USD *******. Included in this price are $ ****** for Travel care Service Confirmation number *******) and a Dreampass + (no confirmation number) for $199.92. Within two days after reviewing the above mentioned contract I realized that the conditions do not meet my needs or expectations. I sent an email ****. ******* requesting immediate cancellation of both contracts. Since I received no response for three days, on April 28th and 29th and the phone suddenly and continuously kept disconnecting, I finally talked to ********** in this matter who informed me that the two contracts are part of the booking and nonrefundable, except for the $199.92 dreampass within 14 days from the purchase.On Wednesday April 30, I talked to Mr. ***** and he informed me that neither contract is refundable.Period! When I quoted the contract line You have 14 days from the purchase date to cancel your policy. A full refund will be given. Please please contact our partner to cancel. he gave us a computer address help@dreampass ****** for cancellation assistance. Other than that he did not offer or helped in the matter. Our request to talk to a supervisor was responded with Supervisors do not talk to customers, I then terminated the conversation.

  

  Business Response

  Date: 05/08/2025

  Dear Better Business Bureau,

  Thank you for bringing this issue to our attention.

  Upon review, we confirm that the request was submitted within 14 business days, making the Customer eligible for cancellation and refund. Our team has attempted to reach out to the provided email address for further confirmation, but we have not yet received a response.
  
  We kindly invite the Client to check their inbox and reply with the necessary authorization so our team can proceed with processing the refund.
  
  Thank you.

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Skylux Travel initially failed to assist in securing a refund from ****************** (LH) for 2 downgraded tickets as promised by the original sales agent. After more than 6 month of many eMails and insistence solely by myself LH finally refunded $ 1500, but to the original travel agent Skylux. After initially indicating it had not received the funds, Skylux finally agreed that it had received the funds on 2-24-2025. Again after much eMail..back and forth I was presented with the only option to receive a wire transfer to my checking account by charging $ 90 to facilitate that. I had to sign a legal waiver to that effect and submitted that on 02-26-25. No money was received as of now and I question the honesty of this company. (Side note: My banks wire transfer take a maximum oof 3 days and cost $ 15) Attempts to further contact Skylux remain unresponsive.

  

  Business Response

  Date: 04/24/2025

  Esteemed Bureau,

  We have received this complaint.

  We acknowledge that there may be delays in processing the wire transfer, and would like to extend our apologies.
  Unfortunately we are experiencing a high volume of wire request. Nevertheless the transfer will be processed in order it was received and as soon as possible.

  If the client has any additional concerns, we invite them reply to our correspondence, or contact our customer support.

  Thank you for bringing this matter to our attention