ComplaintsforSkylux Travel

• Initial Complaint

  09/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am looking for flights to *********** and next year to *****. I have seen ads and received emails advertising low rates for business class seats to these destinations from my cityso have called 3 times to find out when and book them. As my schedule is totally flexible I first ask what dates these advertised fares are for. On all 3 calls they are unable to tell me. They try to change the topic and ask what dates I want to travel and what specific city I want to go to. I say over and over that Im only calling to get the advertised trip/price and I can go whenever and fly into any city. They cannot ever tell me a date or the specifics for the advertised fare! Clearly this is false advertising practices and a bait and switch scam. They just post fares that dont even exist to get you to call or email them then they try to sell you a trip at a much higher fare. They must be forced to cease these false advertising practices.

  

  Business response

  09/24/2024

  Esteemed Bureau, 
  
  We appreciate the opportunity to address the concerns raised by the customer. We apologize for any confusion during their calls. The advertised fares are based on limited availability, and prices may vary depending on specific travel dates and demand. Our agents ask for travel dates to provide the most accurate fare options available at that moment.
  
  We do not engage in false advertising, and we regret any frustration this has caused. We are committed to improving communication and welcome the opportunity to assist the customer with their future ********************** plans.
  
  Thank you. 
  

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I explored using Skylux Travel to quote a flight. I called and spoke with a representative who discussed pricing, and he offered several options.I conducted my own research and found a better deal. I wrote an email asking if they could beat the price. The representative emailed back:"Haha , so u got a premium for 2500 and told me if i can beat and when i got u a higher cabin 500$ usd less u wanna pass , that make sense whenever u are serious about flying u can text me ."I responded that he was confused about the terms, I didn't appreciate the attitude and I wanted to speak with his supervisor. Instead of an email, the same representative called. I asked if he had seen my email, and he said he received a lot of emails. I read him the email, and he applied high-pressure sales tactics. I told him to have his supervisor call me.Despite both phone and verbal requests, a supervisor never contacted me. SkyLux advertises on its website that it has an A+ rating with BBB. I am curious how they plan to address this type of issue.

  

  Business response

  08/27/2024

  Good day!
  
  Thank you for taking the time to share your experience with us. I'm genuinely sorry to hear about what happened, and I understand how frustrating this must have been for you.
  Your feedback is incredibly important to us, and I want to assure you that what you described is not how we intend to do business. We hold our team to high standards of professionalism, and it's clear that we fell short in your case. I've personally brought this issue to our management's attention so that we can address it directly with the representative involved.
  
  To address your concern regarding reaching out to the Supervisor. Our Agents work directly with our Customers, Supervisors do not get involved, but instead, they overview all cases and correspondence. If an issue is to be escalated, we have other dedicated departments taking care of such issues.
  If you're still considering travel options or need any further assistance, we can arrange a different Agent to assist you ensuring a smooth experience. I'd like to do everything I can to help and ensure your next experience with us is a positive one.
  
  Thank you again for your feedback. I hope we can regain your trust and have the opportunity to serve you better in the future.

  Customer response

  08/29/2024

   
  Complaint: 22194754
  

  I am not satisfied with the resolution you have offered, as the suggestion is to call back and speak with someone else. There is no evidence there is a supervisor or manager that has authority to address complaints.

  While I appreciate your acknowledgment of the issues I encountered and your assurance that this is not representative of your usual business practices, your response does not address the core of my concerns. My request to speak with a supervisor due to rude and discourteous behavior was not honored, and instead of a resolution, I received an explanation of your internal policies (or perhaps a better description would be lack of internal controls/concern for customer service). This is not acceptable, as it does not resolve the specific issues I raised, nor does it provide the accountability I was seeking.   I am seeking a resolution that directly addresses my concerns, including speaking to a person of authority which I feel I can entrust my personal, credit card information, know I am getting a fair offer, and that I am being treated with respect.  I engaged your business in part because of your A+ rating with the Better Business Bureau and I used this portal in hopes of a resolution because of your advertising of the same.  So far, I am not encouraged or impressed.    

  If this cannot be resolved I would ask that the entire complaint record be published for public view, BBB reconsider the rating and/or permission for allowing this business to use the logo as part of their marketing. 

  Thank you for your attention to this matter. I look forward to your prompt and more satisfactory response.

  Sincerely,
  
  ****** (****************

  Customer response

  08/29/2024

  Please use ****** as it is my legal name. 

  

  Business response

  09/02/2024

  Dear ******,
  
  I'm sorry to hear that our previous response didn't fully address your concerns.
  
  We strive to make sure every customer feels heard and supported. While I understand your request to speak with a supervisor, our team is well-trained and capable of handling these matters. They follow our policies to ensure everyone gets fair and consistent service. You may attempt and book another ticket through us if you believe giving us another chance is something you wish to do. However our services may not fit everyone's requirements and we understand that. 
  
  We are addressing the issue you have faced in this scenario internally, but cannot accommodate your other requests.
  
  We value your feedback and are always looking for ways to improve, even if that doesnt always mean a different outcome.
  We also recognize your intent to share this experience publicly. We believe in being open about our practices and trust that our overall service will reflect the standards we aim to uphold.
  
  Thank you for your understanding,
  Warm regards
  

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have requested a change from a round trip ticket to a one way only and a fair appropriate refund of the second part of the fair ticket. SkyLux has refused to honor my REQUEST.Merchant contact @ ********** in ** reference # **** through Bank of America on my CREDIT CARD on 7/02/2024

  

  Business response

  08/20/2024

  Esteemed Bureau,
  
  We have looked through the issue.
  We are working with ****************** and have started an internal investigation in order to reach an appropriate conclusion that would fit our Customer. 
  We thank you for bringing this complaint to our attention.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Do not use them. Absolute fraud. I bought my mom business class flight to ***********. When she got to the airport they downgraded her to coach both ways. I am requested a full refund.

  

  Business response

  08/21/2024

  Dear Bureau,

  According to the records we can see that the booking  modified directly with the carrier, no changes, or any downgrade was done from our side.

  On this moment the booking is under Airline control and it was already used, client initiated a bank dispute, it means that we are forced to wait for a bank resolution.

  We are ready to cooperate with the passenger in order to resolve the issue , but unfortunately we have received any actual information, or some valid records to confirm the booking status.

  Thank you

• Initial Complaint

  08/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Stay away from this company!!! SCAM ALERT!!!I spent over 19K booking airline tickets with this company. They cancelled my tickets without notice and blamed me for calling the airline directly to cancel. The airline confirmed that since my tickets were booked through a third party, the airline nor I can cancel. ONLY the third party agents can cancel my tickets. After multiple emails that were ignored and calls to SkyLux that were unhelpful, I finally reached a customer service agent who sent me a screenshot confirming that SkyLux agent indeed cancelled our flights on 7/27/2024. This would usually trigger a cancellation notice if these were valid cancellations but I did not receive any emails from this fraudulent company. It was out of random curiosity that I wanted to check on our tickets after the CrowdStrike incident that I found out our tickets were cancelled.Since my family's trip is in December, the company probably cancelled on purpose to use my money in hopes of reinstating my tickets before my trip date. I called every day since 8/6/2024, for an update, as the company is non-responsive. Their only response is "we emailed the airline yesterday to reinstate my family's tickets so I should just wait for an update."If I don't hear an update in 3 days, I will file a class action lawsuit against this company, as this seems like a normal practice for a handful of customers that book in advance.

  

  Business response

  08/13/2024

  Dear Esteemed Bureau,
  We have investigated this case and would like to provide the following explanation.
  
  Firstly, the reservation was affected by involuntary schedule changes made by the airline, for which we are not responsible.
  
  Secondly, the customer was provided with appropriate assistance from the beginning, including exchange options that were accepted, and a new ticket was reissued.

  Unfortunately, after reissuing the ticket, we received notification from the airline that the reservation had been canceled.
  Please note that this cancellation did not originate from our side, as confirmed to the customer multiple times. Our agent also provided clear explanations and screenshots as evidence, showing that the cancellation was initiated by the airline.

  Currently, we have sent an official email to the airline requesting the reinstatement of the seats and are awaiting their response. We will update the customer as soon as we have any new information.
  
  Thank you for your attention to this matter.

  Customer response

  08/13/2024

   
  Complaint: 22123465
  
  I am rejecting this response. As per the image below shared by a SkyLux customer representative, the cancellation request was sent by SkyLux's employee and then the airlines canceled my reservation after receiving the request. Please see attached images. Additionally, the travel agent that booked my reservation tried blaming me for the cancellation when the airlines confirmed that any ticketing done by a third party needs to be updated by them. 

  Additionally SkyLux's terms and conditions state, "If your ticket is not honored for any reason, please contact your agent immediately. Your ticket is guaranteed up to the amount paid for the ticket, and SkyLux Travel will replace your ticket within 24 hours or offer a full refund, or provide other alternative options within 24 hours."  This matter has been outstanding since 8/6/24 and thus SkyLux has breached their own terms.  It takes one phone call to **************** to reinstate my tickets, if they were cancelled in error. Every time I call SkyLux for an update, they say an email was sent to the Airlines but they haven't responded but **************** advised that an email was never received.

  Please assist with resolving this matter, as SkyLux has been a nightmare to work with. All I am asking for is to have my paid tickets reinstated in order to confirm all other reservations that are dependent on these airline tickets.

  Thank you,

  *****
  
  

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

  

  Business response

  08/14/2024

  Dear Esteemed Bureau,
  As previously mentioned, the cancellation was not initiated by us, and the customer was not informed that it was done by our side.
  Instead, she was clearly advised on how to interpret the screenshot provided by our agent.

  We explained that if the agent's name is not present in the changes, it indicates that the changes were made by the airline (NO ID = airline).
  A closer review of the screenshot will show that the airline canceled the reservation on June 28.

  We have detailed each change made to the reservation in our email to the customer and we hope it is now clear that no mistakes were made on our part, and no seats were canceled by our company.
  
  We are still actively working on this case and coordinating with the airline to reinstate the seats.
  We understand the inconvenience this situation causes the passenger, but we must wait for the airline's response.
  We will update her as soon as we receive any information.
  
  Thank you.

  Customer response

  08/14/2024

   
  Complaint: 22123465
  
  I am rejecting this response because SkyLux is doing nothing to reinstate my tickets. One email sent on 8/5/24 is not sufficient, as one phone call can reinstate my ticket which they cancelled right away.

  Their explanation is nonsensical as the screenshot attached shows the cancellation was done by their employee "*****" on the same day. This fact was also confirmed by their customer agent who sent me the screenshot. I've copied the text of the image below. First I was blamed for the cancellation by my travel agent and not it's the airlines.  SkyLux needs to take full responsibility of their fraudulent acts and reinstate my tickets or provide other options to promptly resolve this matter. 

  27JUN/ 11:30 UTC. BY: *****.PCC: 103K.
  
  * - CANCELLED SEGMENT
  TK9706Z
  20DEC
  JFKIST
  TK/UN4
  1140P
  TK 12Z
  127 21DEC JEKTST TK/HK4 12104
  525P
  * - CANCELLED SEGMENT
  TK/HK4
  1210A
  555?
  * - CANCELLED SEGMENT
  TK: 1627 21DEC TSTSGN SS/HK4
  SS/HK4
  245A
  430P
  * - CANCELLED SEGMENT

  According to their terms and conditions as copied below, SkyLux is supposed to resolve my issue within 24 hours or present an alternative option:

  "If your ticket is not honored for any reason, please contact your agent immediately. Your ticket is guaranteed up to the amount paid for the ticket, and SkyLux Travel will replace your ticket within 24 hours or offer a full refund, or provide other alternative options within 24 hours."

  I await for a prompt solution to this matter, as waiting for the airline to provide a response is not acceptable when **************** confirmed that ONLY the third party (SKYLUX) can reinstate my tickets and it takes one phone call to their customer support **************. **************** has provided guidance that I file a complaint regarding this fraudulent agency directly with the airline to advise of my situation which will be thoroughly investigated.

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

  

  Business response

  08/16/2024

  
  Esteemed Bureau,
  
  We would like to clarify that the action taken by Agent ***** was to remove the segments that had been previously canceled by the airline on May 8.
  Please refer to the attached documentation for confirmation.
  
  The history shared with the customer also clearly shows the changes made by the airline.
  
  Furthermore, as evidence that the agent did not cancel any active flights, please note that on June 27, after removing the inactive flights,
  the agent added new flights to the reservation and reissued the ticket. It is not possible to issue a ticket without active segments.
  
  Therefore, it is unreasonable for the passenger to claim that his reservation was canceled, given that he received a new ticket following the agent's changes. 
  
  Additionally, two days ago, we provided the passenger with a detailed explanation of all changes made to his reservation. 
  We kindly request that he review the emails for a comprehensive understanding. 
  Should he find any aspects unclear, we are more than willing to provide further clarification.
  
  Thank you for your attention to this matter.
  
  Best regards.

  Customer response

  09/05/2024

  Dear Lanre,

   

  Waiting with no option for a full refund is ridiculous when our flight tickets were cancelled unknowingly and absent our request.  At this point, whether your agency or the airline is negligent is irrelevant to us.

  As mentioned prior, all of our other plans such as hotel reservations and domestic flight reservations are dependent on these four tickets we trusted and paid your agency to book.

  Please advise on an option for a full refund of what we paid your agency.

  I have copied BBB on this email, as there was not an option to respond on the portal.

  I look forward to your prompt response.

  Please note that waiting any longer will jeopardize us from cancelling and getting a refund for our other dependent reservations so we need this resolved as soon as possible.

   

  Best,

   

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

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a plane ticket for a friend from SkyLux Travel. The flight was from ****** to **************************************. SkyLux Travel agent ****** helped me and was very courteous. I was informed that after the purchase, I would have 24 hours to cancel the flight for a full refund. After speaking with my friend about the possible need for a transit ***** we decided to cancel the flight until we got a definitive answer on the need or lack of need for the transit ***** ****** had indicated that he could not provide guidance on the transit **** issue. I therefore called SkyLux Travel back before the 24 hour time period had elapsed and requested ticket cancellation and a refund. ****** said he would process the refund and call me back later that day from home, as he was leaving the office but had access from home. I did not receive a call from him from home as indicated. I spoke with ****** today and he informed me that SkyLux is refusing to refund the money because the department that he was contacting to approve/process the refund was contacted a few minutes AFTER the 24 hour period. I personally had requested the refund from ****** within the 24 hour period and cannot speak to internal delays at SkyLux. ****** has been pleasant throughout, but I do want my refund processed ASAP. I am willing to book another flight on SkyLux for my friend with a different (albeit longer) routing , so as to avoid the transit **** issue all together However, I do want my refund as I did cancel the flight within 24 hours. Thanks

  

  Business response

  08/08/2024

  Dear BBB,

  Currently, additional investigation was requested, and, in case there would be agency mistakes found, we would compensate customer accordingly.
  
  Thank you

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a plane ticket travelling from ************* to ********* on July 19. The airfare they charged me was $2068.85. Later I found out from the the airline United, the air fare was only $1731.60. I requested a refund of $337.25 thinking that Skylux amde a mistake. They refused to give me a partial refund that I requested. They stated that it is too late since the ticket was already issued.

  

  Business response

  08/05/2024

  Esteemed Bureau,
  
  We have looked through the issue.
  We are working with Mr. ** and have started an internal investigation in order to reach an appropriate conclusion that would fit our Customer. 
  We thank you for bringing this complaint to our attention.

  Customer response

  08/05/2024

   
  Complaint: 22083784
  
  I am rejecting this response because:

  SkyLux is not working with me to resolve this matter.  They insisted that since the ticket is issued there is nothing they can do.  They got you on the phone, find the flight that you are looking for and tell you the price and insisted that the price is lowest available.  Then they sent over an authorization form for me to sign to proceed.  Since they insist the price is lowest they should stand behind it.  In this case their price price is over $300 more.  In short, they sold me a higher priced ticket and turn around bought a cheaper ticket and made over $300 in the process.  I just do not fel this is right.  Now they are claiming since the ticket issued there is nothing they can do.  Yet they are telling you that they are working with me to find a solution which is a lie.  They have no intention to resolve this matter.  They are just playing game.  This not how you do business.
  
  Sincerely,
  
  *****************

  

  Business response

  08/06/2024

  Esteemed Bureau, 
  
  We thank you for bringing this to our attention!
  
  We would like to mention that the ticket was issued for this reservation according to the payment form submitted and authorized by the customer. For our convenience, please check the attachments. 
  
  Unfortunately, no refund is due for this case, since every further request regarding this ticket is according to airline policy and rules and we cannot proceed without authorization. 
  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Skylux Travel invoice date was 6/12/24 and was for roundtrip air travel from PHX to CDG departing on 7/31/24 and returning on 8/8/24. I was invoiced on this date by Skylux and paid via CC to Skylux on this same date. On 7/2/24, I got extremely sick and admitted to the emergency room hospital for upper respiratory, heart related condition, AFIB and extreme nausea. After which, I was in quarantine for 5 days. Consequently, a few days later, I contacted Skylux and explained my situation. They advised me that I should email them a medical no ********************** advisement document from my doctor that stated I was not clear to fly and a proof of relationship document that confirmed my wife ********* was traveling with me. I emailed medical no fly doctors excuse as well as proof of relationship documents as requested and confirmed received by Skylux for full refund. Skylux confirmed they received these docs as requested and they would process the refund. All of this and now Skylux is not honoring their previous commitment and agreement with me to refund and only will honor a credit with undefined terms and conditions. Skylux is making up their terms of conditions and service as they see fit, and "on the fly" so they can get out of their original agreement to give me a full refund for medical reasons as Skylux agents have confirmed on phone as well as email and as documented. I have emailed them all that they have asked for and more and have numerous email documents that support my claim and prove that my dispute is valid. Please see downloaded supporting documents. Skylux owes me a refund.

  

  Business response

  08/05/2024

  Esteemed Bureau, 

  Thank you for reaching us! The Online Authorization Form is provided for Customer's reference, specifically highlighting the section titled "LIABILITY DISCLAIMER," which details the conditions of the purchase and the relationship between the carrier and the travel agency. These terms are crucial for understanding the framework within which we operate and the conditions that apply to Customer's booking.
  Please note that we requested documentation from Customer, including a medical certificate (no-fly document) and proof of relationship (marriage certificate), as these are standard requirements for the airline to review Customer's case for a potential refund due to a medical situation. Our agent clearly informed Customer that while we would submit these documents on their behalf, the approval of a full refund is not guaranteed by our agency. This was communicated to ensure transparency and set realistic expectations. The relevant conversation is attached for ********'s reference.
  Furthermore, the "GENERAL TERMS & CONDITIONS" section of the agreement also specifies the conditions for refunds and exchanges:
  Refunds and exchanges, if permitted by fare rules, must be requested at least 72 hours before the scheduled departure time.
  A processing fee of $250.00 per person, charged by SkyLux, will apply to any refund or exchange request. This fee is in addition to any penalties imposed directly by the airline or recalled by the airline from SkyLux.However, it is important to note that there is an alternative option available to consider. The Customer can exchange your ticket for another trip, subject to any fare difference that *** apply.
  Thank you! 
  
  

  Customer response

  08/06/2024

   
  Complaint: 22080173
  
  I am rejecting this response because:  I have no record from Skylux that these terms and conditions were represented and presented to me before or at time of booking only later on in the process.  Please see my previous response and supporting documents attached to this previous response. 

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

  

  Business response

  08/07/2024

  Esteemed Bureau,
  I hope this message finds you well.
  We are writing to provide you with the Online Authorization Form that the Customer submits prior to purchasing a ticket. This form is a mandatory step in the process, and without its submission, the desired ticket cannot be issued.
  As we have highlighted before, the Online Authorization Form includes a section titled "LIABILITY DISCLAIMER," which clearly outlines the conditions of the purchase and the specific relationship between the carrier and our travel agency. This section is designed to ensure that all parties are aware of and agree to the terms before finalizing any transactions.
  Additionally, the "GENERAL TERMS & CONDITIONS" section of the agreement provides further details on the conditions for refunds and exchanges, specifically noting the following:
  Refunds and exchanges, if permitted by fare rules, must be requested at least 72 hours before the scheduled departure time.
  A processing fee of $250.00 per person, charged by SkyLux, will apply to any refund or exchange request. This fee is in addition to any penalties imposed directly by the airline or recalled by the airline from SkyLux.
  We trust this documentation will clarify the policies in place and the procedures that were followed during the transaction.

  Thank you! 

  Customer response

  08/08/2024

   
  Complaint: 22080173
  
  I am rejecting this response because:  The terms and conditions only cover credits for travel and flight changes and are part of the premium program I paid for upon booking my ticket with Skylux.  These terms and conditions do not cover and address refunds due to valid medical conditions prohibiting my wife and/or me travel airfare. After which I got sick and was admitted to emergency room.  I then spoke with Skylux and reviewed this event and was advised by Skylux that I should submit medical no ********************** excuse and proof of relationship for refund. I did so on a timely basis and they accepted these documents.  They never submitted back to me a disclaimer, so I assumed i would get a timely refund.  They then decided to not honor my refund and mask it with other terms and conditions that do not address valid medical conditions that would preclude my wife and I to travel.

  I have submitted to Skylux and BBB all valid emails and docs to support my claim.

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

  

  Business response

  08/09/2024

  Dear Esteemed Bureau,
  We would like to clarify that refunds for medical situations are not covered under the Online Authorization Form because our travel agency does not provide compensation or refunds for passengers who are unable to travel due to medical reasons. As we have reiterated multiple times, our travel agency operates as a third-party provider, and we can only process refunds or exchanges for flight tickets if permitted by the airline's policies. Exceptions for full refunds or fee-free exchanges must also be approved by the carrier.
  This information was explicitly stated in the Online Authorization Form prior to ticket purchase, and the Customer confirmed their understanding and agreement by acknowledging the Terms and Conditions. We would like to remind the Customer that this form serves as a legal agreement between the buyer and our company.
  In an effort to assist the Customer, we requested documentation, including a medical certificate (no-fly document) and proof of relationship (marriage certificate), as these are standard requirements for the airline to review the case for a potential refund due to medical circumstances. While our agency itself cannot provide compensation or refunds in these situations, we act as an intermediary between the Customer and the airline, and we are able to request a refund due to unexpected circumstances on behalf of the Customer. However, the final decision rests with the carrier.
  Our agent clearly communicated to the Customer that while we would submit these documents on their behalf, approval of a full refund is not guaranteed by our agency.
  Thank you for your understanding.

  Customer response

  08/09/2024

   
  Complaint: 22080173
  
  I am rejecting this response because:  All of Skylux and many previous agents that I have communicated with each have a different story and all that they claim now was never discussed with me on phone or communicated to me in writing or via email at time of my booking and my payment. This is clearly Slylux and Skylux agents mis-information after the fact and the after booking. I have clearly documented all of this in previous emails and supporting documents and emailed to Skylux supporting my claim and have disputed with my bank and CC company.  All of this is on file.  This is all a deceptive telemarketing and "bait and switch tactic" by Skylux and their agents.  They say one thing and do another.  They have clearly stated in written email after my discussed medical condition would preclude me from flying on dates booked and paid for that if I supplied them proper docs ("medical no fly doc and proof of relationship doc"), I would receive a refund; then later changed their story and communicated in writing that I would only get a credit and that I would have to use this credit by 6/12/24; this was same date as the booking and invoice date, so makes absolutely no sense and credit would be impossible to use by this date  This and more is on record which I have submitted to Skylux, my bank and CC company.  This has created serious stress and financial duress to my wife and me. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 12 I purchased 8 airlint tickets for August 10Th and one of my passenges are not able to travel and SKYLUX will not refund one of the 8 tickets.

  

  Business response

  08/03/2024

  Esteemed Bureau,

  Our team tried to reach Mr. ***** however no response has been received. In case customer reach out to ********************, please advice them to reach out to ****************************************************** indicating their confirmation number Z3JKDE or to reply to existing thread [Skylux Travel] Regarding BBB Complaint ID: ******** for Reservation PNR: Z3JKDE.

  Thank you for bringing this matter to our attention.

   

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a flight August 16, 2023 to Greece. The trip was our 30th wedding anniversary and we had not traveled in 5 years. On Jan 22, 2024 we received a flight change from Skylux with an overnight layover in London on the return. We asked the agent to find another flight with no layover. After days he found nothing so we found a ******* flight on our own and gave him the information and he said he had to rebook the entire flight and dodged the question of why. We paid $2922.82 more with $1286.52 for Insurance and he booked us in economy for the first leg home with no good explanation. On May 2 ******* changed the return flight by 2 days so we asked the agent to find us another flight. He did almost nothing after many calls so when he did call he kept repeating: We could get a refund, cancel the flights, or rebook but he talked too fast, was impatient and we were confused. We called the general Skylux #and got help but ended up with the exact same return flight offered to us Jan 22 with a layover in London even though we PAID EXTRA FOR A BETTER FLIGHT IN JANUARY TO AVOID THE LAYOVER! On May 20 @ 9 pm the airlines changed our outbound flights for the next morning and we would miss our Chicago connection (and our ***** flight with no other flights available). We tried all evening to get Skylux to help to no avail. We called ******* and begged for a flight to keep our Chicago connection. After 1 hour, 40 min call and they got us on a ****** 7 am flight in the lowest category seat. We heard from Skylux much later and they could have offered us the 6 a.m. flight in business class but they dropped the ball and we were climbing into bed for a 3:45 am airport pickup. It was clear they wanted us to take the changed flight being offered and they didn't want to help. We requested reimbursement from Skylux for not getting seats we paid for and lack of support. They sent us odd emails stating ******* Air had issued a case # but it was an invalid#. That was weeks ago.

  

  Business response

  07/25/2024

  Esteemed Bureau
  Good day!

  
  We have contacted the passenger directly and we will work on this case.
  If there is any issue with the provided resolution, 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. 
  Lloyd. 
  

  
  

  Customer response

  07/31/2024

  
  Complaint: ********
  
  I am rejecting this response because: Skylux had a role to assist us in re-production options once our original booking was made.  They made it very clear with their lack of transparency and indifference on the part of the agent to help us during multiple changes over 8 months.  Our stress level, confusion with your process, and the way they dropped the ball to force us to accept changes as offered instead of going to bat for us tells us you are not to be trusted to deliver good service.  Maybe some get lucky and have an easy time of it but we got a trifecta of changes and we were left to fend for ourselves with the worst being the night before our 2 week trip. The airlines doesn't accept responsibility for putting us in the lowest class seat with no option for carry on luggage as they say we accepted seats which we did because we were desperate but we had no idea they were the ultra cheap tickets you could possibly get.  Skylux was no where to be found that night until they knew we were done with a rebooking and miraculously they tried to come to our rescue.  What a joke.  By the way, these agents work for multiple companies from what we can tell and have no loyalty to the client unless there appears to be a good fee attached to making any changes.  We say, Beware!  You get what you pay for.
  
  Sincerely,
  
  Teri N****

  

  Business response

  08/01/2024

  Esteemed Bureau
  Good day!

  I am writing to provide an overview of a recent case involving a complaint from a customer regarding their flight reservations and the assistance provided by our travel agency.
  Upon reviewing the records, we found that the customer's flight was affected by schedule changes made by the airline. Our agents fully assisted the client by offering all available solutions, including options for exchanging flights, a refund of the tickets, and acceptance of alternative offers from the airline. Unfortunately, none of these options were accepted by the client.

  
  Due to the lack of suitable alternatives, the client opted for a flight with a long layover in London. Based on the agent's experience, the downgraded option provided by the airline was considered the only available option at that time.
  On May 20, 2024, at 22:50, the client informed us that they had arranged an earlier flight directly with ******* Airways. Although this was an economy class ticket, it allowed the client to connect to their business class flight from Chicago to Athens. The agent had previously attempted to secure a business class flight departing at 6 AM, but this option did not meet the client's needs.

  
  The client has since rejected all offers provided by our agency and is now seeking a refund from us. We have informed the client that compensation for the fare difference between business and economy class should be sought directly from the airline. We have already initiated a request for a refund from ******* Airways on the passenger’s behalf and are awaiting further updates.

  
  We hope this provides clarity on the situation and demonstrates our commitment to resolving the issue.
  Please feel free to contact us if you require any additional information or further clarification.

  Thank you.
  Lloyd. 

   

  Customer response

  08/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: They do not accept responsibility for their agents to take care of their clients when there are changes.  The bottom line is either accept the airline change or figure it out on your own due to severe lack of help from the Skylux agent.  I'm not going to go back and forth on this as they are lying at this point.  I'm done.
  
  Sincerely,
  
  Teri N****

*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. ↩