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:04/06/2025

  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.

  Transaction Date: Jan 20, 2025 Amount: $6542.53 Reference/Transaction ID: *********************** ($2180.81)24692165021100485060955 ($2180.81)24692165021100485060948 ($2180.81)I purchased three airline tickets through Business Class Consolidator for a *************** flight to *****. Due to unforeseen circumstances, we were unable to take the trip, so we contacted the company to exchange the tickets for future travel credit. The United policy clearly states If the face amount of a travel certificate exceeds the cost of the ticket for which it is surrendered, any residual amount will be applied to the same PIN for use toward another ticket until either the original issued amount is depleted, or the expiration date has been reached, whichever comes first.I contacted Business Class Consolidator to request a travel credit per *************** published travel certificate policies. However, the company has refused to honor those policies or provide any reasonable alternative. I have made multiple attempts to resolve this directly with the vendor, but they have been uncooperative. I am therefore requesting a chargeback on the grounds of services not rendered and merchant refusal to provide a travel credit for unused tickets. I believe this qualifies under your dispute policy, and I am happy to provide documentation including:- Proof of purchase - *************** official policy regarding tickets and travel certificates - Screenshots from United showing we SHOULD be able to use the purchased price tickets as travel credit.

  

  Business Response

  Date: 04/24/2025

  We sincerely regret that our client experienced disruption to her travel plans and understand how disappointing that must have been. We always aim to support our clients as much as possible.
  
  However, we must respectfully clarify that there is no valid basis for the claim submitted.
  
  The ticket in question was issued through our agency under different terms and conditions, which were fully disclosed to the client prior to purchase and accepted by her during the booking process. These agency-specific policies differ from those on the airlines website, particularly regarding changes, credits, and refund eligibility.
  
  The policies published on *************** website apply only to tickets purchased directly from United. As the airline is the sole issuer of the ticket, any potential exception or accommodation must come directly from ****************
  
  We have advised the client to seek a resolution with the airline, as they are the only party with the authority to override fare rules or issue travel credit.
  We remain in communication with the client and are happy to assist her with any support or clarification she may need when working with the airline. Please let us know if any additional information is needed were happy to provide it promptly.Thank you for bringing this case to our attention, and please accept our apologies for the delay in responding.

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23167457
  
  I am rejecting this response because: There are two major inaccuracies and omissions that need to be addressed for clarity.

  1.Misrepresentation of ******************************** stated: We have advised the client to seek a resolution with the airline, as they are the only party with the authority to override fare rules or issue travel credit.

  This directly contradicts *************** own published policy, which states: What if I have a travel credit issued for a flight originally booked through a travel agency? You can still use your credit, but youll need to do it through the travel agency you used to book the original flight.

  This clearly places the responsibility for rebooking and managing the credit with the original issuing agency not the airline. *************** attempted to override the fare code multiple times and ultimately referred us back to the agency, stating they could not proceed unless the ticketing code was removed by the original issuer.

  2. Lack of Disclosure of ********************************* also claims: The ticket in question was issued through our agency under different terms and conditions, which were fully disclosed to the client prior to purchase.

  This is inaccurate. The specific restriction that the full travel certificate amount must be used in a single transaction, regardless of fare was not disclosed at the time of booking or cancellation. We only became aware when attempting to use the certificate for a $350 flight and were told the full $2,180 would be required for redemption, with no option to retain the balance.

  This policy differs significantly from Uniteds own terms and conditions, which allow travel certificates to be used until the value is exhausted within 12 months (see United Terms, Condition #3). The lack of disclosure creates a misleading and unfair situation for the consumer.
  

  Requested Resolution
  We respectfully request the company take one of the following actions to resolve this matter fairly:
  1. Allow the travel certificate/credit to be used for flights of lesser value, with the remaining balance available until it is exhausted consistent with Uniteds policy (Term #3).

  2. Remove or override the fare code restriction that is preventing *************** from rebooking our travel.
  

  3.Issue a full refund of the unused travel certificate amount.

  We remain open to resolving this matter quickly and appreciate your review.

  Customer Answer

  Date: 04/30/2025

  The company removed or override fare code restriction and we now have the full *************** credit. 

   

  Please withdraw my complaint.

  George 

• Initial Complaint

  Date:07/06/2022

  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.

  Before Covid, I attempted to purchase airline tickets from ****** Airlines and somehow ended up with theairtickets.com consolidator and representative ***********************. I thought I was talking to ****** but wasn't. I attempted to get money back from ****** after filing a claim with Transportation but they said I had to pursue with contractor. Now it appears they are out of business as their domain name is for sale. I am out several thousand dollars and am retired ,planning a trip.They first went by ********.com. I have e mails, ticket numbers, promises...Im hoping for some help. Thank you. ******************************* ************

  

  Business Response

  Date: 07/08/2022

  Dear Customer,

  We are not affiliated with any of the websites you mentioned, so we are unable to assist you with the tickets you booked with that company.

   If you are looking to book a new flight, feel free to contact us at ************************************** We are in business since 2014 and do our best to satisfy each and every customer.

• Initial Complaint

  Date:06/23/2022

  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.

  I booked two flights to ************ with departure set for November 5,2020, a total of $13 ******. I needed to cancel the tickets for personal reasons. Business Class Consolidator held back over $6****** and offered me the balance of only $6000 for a future flight. Why did BCC keep over $6000 of my money?My question now: Why did BCC hold back half of my air fare and leave only the option of paying for one flight in the future?Why can I not cancel the this "credit" and claim the funds from an insurance I have that will pay for any reason upon cancellation?I would appreciate you referring this matter to this company since they appear unwilling to return my calls.

  

  Business Response

  Date: 06/30/2022

  Dear Customer,

  We are sorry to hear about your less than perfect experience.

  Unfortunately some tickets are non-refundable and therefor we can only retrieve partial refund in some cases. 

  We checked and our records indicate that your reservation is cancelled and left open for future use. For further assistance please contact your agent or our customer support.

• Initial Complaint

  Date:06/20/2022

  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.

  We bought 2 tickets for my son and I in jul 31 2019 thru BCC; due to my sons hospitalization, he was unable to travel. BCC declined our request for refund despite providing a medical certification but offered a full value as credit can be used later. Weve one of the 2 tickets and were trying book the 2nd ticket. The agency is refusing to provide us details of our remaining credit. History is as follows:- Due to covid, no flights were operating to *********** until April 2022 and the airline was allowing rebooking with no penalties. In January 2022, we found out that the airline issued a refund to BCC for our ticket. Between January and May 2022, weve asked BCC regarding the refund and theyve been ignoring us or claimed they had not received the refund.- We have Confirmation by Air New Zealand that theyve issued a refund to BCC in Jan 2022. BCCs travel agent - *************************, accused us of initiating the refund. This is not possible because the airline told us to contact the agency and do not talk to customers. In addition, the airline confirmed that with proper documentation, cancellation with full refund is given to impacted passenger. BCC lied about giving us the refund when we requested it in 2019.- BCC keeps threatening us that this is over 2 years old and no one is offering any compensation so we should be happy with what we are getting. Its taken 100s of emails and phone calls to get their attention.- After letting them know we are seeking a legal advise and filing with BBB, the recently offered a refund of $ **** which is half the purchase of ticket. In addition they want us to signoff any liability and claims against BCC. BCC also asked us for our banking details, which makes us nervous as they are likely to use our financial information for their benefits to commit fraud.We are seeking a refund of $4128 paid originally for our Son's ticket.

  

  Business Response

  Date: 06/30/2022

  Dear Customer,

  We are sorry to hear that your flights got cancelled due to pandemic.

  Unfortunately, your tickets were booked as non-refundable and therefor cannot be refunded in full. Please contact our customer support or your agent for the available rebooking options.

  Thank you,

  Customer Answer

  Date: 07/11/2022

  i have been travelling thus unable to respond 

  my complaint id is  ID ********. 

  thank you for reaching out to the business

  i have done so many times also

  due to covid air new zealand issued a full refund in OCt 2021( i have the invoice compliments of air new zealand)

  the agency refused to acknowledge and continued to lie and accused me of requesting a refund which they haven't received

  finally last month they offered me partial refund of the total i paid and remaining funds as credit towards future business class travel

  i would appreciate the full refund as this issue has been going on for over 2 years.

  apologies for the late response

  *****

  

  Business Response

  Date: 07/12/2022

  Dear Customer,

  Unfortunately due to ******** refunds can take a lot longer to be processed, so if an airline issues a refund that does not mean that we instantly receive it. This explains the gap between the airline saying they have sent the money and until we actually received the check from them.

  Generally according to the terms of our service we don't provide monetary refunds but instead a travel credit that can be used for future travel. Please contact your agent for further options.

  Thank you,