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:05/19/2025

  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:05/05/2025

  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

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair 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 two business class tickets with Skylux travel in January 2025. Unfortunately, the day before traveling one of the passengers was ordered by the local court to be restricted from travel. I called Skylux (*****) and was told to that I could purchase insurance for $1079 for 100% refund of the ticket as a voucher or $700 for 75% direct refund. I elected to $1079 options with a tip thrown in for the help. I called to use my voucher this week and was told that I don’t have a voucher and that the only way to receive the $4000 “voucher” was to purchase $3800 worth of add ons to another ticket. They have refunded the price of the “insurance” minus the tip. But I still lost the $4000 and have no real voucher. They say that there are no other options now that the flight date has already past. I feel that I was misled by their representative (*****) and no real attempts were made to correct this error. Included is the email stating that I purchased insurance along with a copy of the bill and then communication about the insurance not being valid and the refund of the insurance.

  

  Business Response

  Date: 04/24/2025

  Dear Better Business Bureau,

  Thank you for bringing this issue to our attention.
  
  The complaint has been forwarded to the original travel 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. 
  
  Thank you,

  Customer Answer

  Date: 04/29/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  They never contacted me.  An attempt was made before the complaint was filed but was unacceptable as they refused to acknowledge that they had sold me the insurance which they refused to honor. 
  
  Sincerely,
  
  Cheuk H***

  

  Business Response

  Date: 05/02/2025

  Dear Better Business Bureau,
  
  Our Special Services Department has contacted the complainant and requested official documentation outlining the court’s directive regarding the passenger’s travel restrictions. With this documentation, we can move forward in submitting a formal exception request to the airline for a potential refund, given the unforeseen circumstances.
  
  The customer has been contacted via their email, **********************, by our Special Services team at ********************************.
  
  We kindly invite the client to check their email inbox and provide the requested documentation if they wish to proceed with a refund request for their tickets.

  Thank you.

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair 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.

  Yes, we had booked international premium airfare through the subject agency approximately 4 or 5 months ago which we have been following up about seat assignments for legs 1 and 4 of our trip, to which the representative for the subject Agency (****** *.) had indicated that she has a "friend" who works for the airline. Further, the subject travel agency holds our reservation which we are unable to select our own seats and have been proactive regarding this issue attached. We have additionally made bid directly through the airline, which the subject travel agency could also attempt to advocate for us. Thanks!

  

  Business Response

  Date: 04/14/2025

  Dear Esteemed Bureau,

  
  The complaint has been forwarded to the original travel agent.
  We already contacted the customer via email and we are trying to resolve the issue with the airline company.
  If the provided options will not be acceptable, we suggest the customer to either reply to this ******************** complaint, or to send an email to **********************************************************, in order to have the issue further evaluated. 
  With this being said, we would like to apologize for the delay in responding. The virus outbreak has affected the workflow in most industries and that resulted in a volume of cancellation and exchange requests that we did not anticipate.
  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.

  Customer Answer

  Date: 04/14/2025

  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.  I additionally have attempted to review all prior electronic email communications, and accept this response with hopeful resolution as them acting as liaison with the airline.  Thanks!
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/08/2025

  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.

  It is now April 8 2024 I have booked flights with Skylux before and it seemed like a reasonable site. I added their “travel care” to the price of the tickets. For added change/cancellation protection These guys send strange links to pay .. very different than other online vendors. It seemed odd. And EVERY SINGLE transaction wth them has a place to add a TIP to the agent for good service. That was fine with me for good service. However for a flight last week there were legitimate reasons for a flight not being boarded ( outgoing immigration denied the passenger from boarding - after being checked in) and the passenger had to un-check in an retrieve their luggage. The airline marked as a no show even though the person appeared at the check in desk twice. Next sky lux refused the sky care coverage. Then they tried to book another flight that took over 8 hours of back and forth .. with a mistake in numbers for a dozen emails. They seemed to purposely make a mistake to delay the new ticket.. they continued this until they declared - the time is up, the price is no longer valid.. and your lost your refund. Then agent then said “ I am away from the office - call customer service)” I called customer service several times.. my cell pone ( on file with them ) was put to hold music every time for 10 calls…. I used a different land line and got several agents. Every one of them insisted that I give the original agent’s name.. and when I did .. it was hold music indefinitely. After many calls.. I did get an agent that listened for a few sentences. And that agent decided to help. I finally got a ticked booked,,,, and the agent was honest.. and said “NEVER accept ANY of the extra $ its all a scam. I want a refund of all the tips I gave. I want a refund for the insured flight.. and I want a refund for the surcharge I was billed for a ticket that was never issued. THEY SAID THE TIPS NEVER WENT TO THE AGENT.. THEY GOT NOTHING I WANT MY MONEY BACK FOR CHARGES AND TIPS

  

  Business Response

  Date: 04/14/2025

  Dear Bureau,
  I hope this message finds you well.
  We would like to provide clarification regarding the passenger’s booking.

  The client attempted to book a flight from Montreal to Manila; however, this booking was not completed, and no ticket was issued.
  Separately, there is an existing reservation under the name ***************** *********** with ******* Airlines.

  This reservation was refunded in the form of a travel voucher with the following details:
  Voucher Amount: CAD $962.28
  Validity: Until April 8, 2026

  The passenger is welcome to contact us at their convenience to determine which available option is most suitable for their needs.
  Thank you for your attention to this matter.

• Initial Complaint

  Date:04/04/2025

  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 contacted SkyLux for business class tickets in January 2025. I looked at my reservations in March and found that the reservations had been made, but not confirmed. I called JetBlue and was told that the reservations were not confirmed and the confirmation had to be done by whoever made the reservation and that I had to call SkyLux. I called SkyLux and the agent told me he could do it for me while I was on the phone, but it would be $1000 extra per ticket because the price had gone up since January. I told him that the reservations should have been confirmed at the time I paid for them and he said he wouldn't confirm unless I paid the extra. I told him to stop and do nothing and I would call back. Since he had told me I had no confirmed reservations, I contacted another company and booked the tickets which were immediately confirmed. I then called them back and told them to cancel the tickets. When I contacted SkyLux about refunding my money, they told me. the tickets were confirmed and I had to pay for the tickets. I was not able to get refunds, but ******* gave me credit, but I have been unable to reach *************** to cancel. I have emailed, texted, called every number I have found, to no avail. I contacted SkyLux for help in reaching ******, but have received no response from them. It looks like I will be stuck with paying about $4,000 for the flights that I can't find a way to cancel as well as not being able to get a refund on JetBlue..

  

  Business Response

  Date: 04/15/2025

  Esteemed Bureau,

  We are currently working with the client on their refund request.
  There is an opened dispute with the bank for the purchase transaction which is slightly delaying the process.

  Once the dispute will be closed by the bank, and client will confirm the refundable amount, the refund will be processed from our side.

  Thank you for bringing this matter to our attention.