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Complaint Details
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Initial Complaint
03/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been a frequent return customer at Ifly, I purchased something like 6 tickets in 2023 for multiple parties. On September 21st, 2023 I purchased a return ticket for a 10 flight coupon. The money on my card was charged. On the same day the new point of sale system was changed and Ifly began sending out the coupons/tickets directly to email. Unfortunately the ticket never came in the email. I asked if they could print out the coupon or receipt like they did before, and they told me that the option is no longer available with the new POS system - it will be emailed. I followed up for it 20+ times by calling in for the last 6 months, visiting the location too. After months of efforts the manager at the *******, ** location said he recognized me and said that he would call me and help me out. After a few days he did indeed call me back, and gave me my coupon code. Thinking the matter was resolved I scheduled my time for this weekend with the intent of redeeming my voucher coupon. Turns out the code cannot be found and Ifly has sent me into their customer service h*** (again) where they tell them that I need to give them a receipt of a coupon for them to tell me what my correct coupon code is to redeem the flight. All I have is the confirmation from my bank that Ifly did in fact charge me my money. This is ridiculous. Who do I need to speak to just to get something that I already paid for? If this was $5 then fine, money lost. However this is $183.
Business response
03/21/2024
Hello ******,
I cant find anyone by your name or email address in our database. You are not a client on iflybusiness. I think you are mistaken us for another company as we never dealt with you or dont know what you are describing in this complaint. Please remove this complaints or provide any documentation like a receipt from our company.
Customer response
03/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *********************Initial Complaint
09/17/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
In 2020 we purchased and then had to cancel due to Covid shutdown, 2 airline tickets for $5402. ************* graciously offered in writing to issue a full credit with them not the airline, No cancellation fees ,No expiration. No restrictions. Unfortunately once the tickets were cancelled they never issued the credit. We recently attempted to use a portion of this credit to purchase airline tickets worth approximately $1400. After days of arguing we finally received the tickets, but they were accompanied with a statement that our credit balance was now Zero. We have 20 plus emails documenting our complaint which has been filed with the Attorney General of **********.Business response
09/20/2022
To Who it may concert,
******************************* contacted iflybusiness on 1/29/2020 and booked 2 ticket which we ticketed and sent him the flight confirmation the same day.
Because the tickets are not refundable we also offered travel insurance which the client did no opt in for.
Attached is authorization form he signed acknowledging terms and conditions that tickets are not refundable and in event of cancelations, he is will have a credit for one year from date of ticketing which would be 1/29/2021
We also sent him a receipt for his flight stating the same rules of 1 year credit in case of cancelation.
In his complaint, he is stating that we told him in writing that there is No Expiration to his credit which is totally false.
As you know there is no such a thing as credit with no expiration date in the Airline industry or travel industry.
When we asked him to show us in writing where we stated that, his email reply is below saying since no expiration date was provided, he assumed there is no expiration date.
But we cant assume things, there are rules and regulations, there is no airlines that offer Credit with No Expiration date as the client states and we never said or wrote that to client. Last correspondence with client before now was 4/20/20 which is more then 2 years ago.
Even thought during covid the airlines extended the credit from 1 year to 2 years, that means ticket should be used before 1/29/2022 but the client contacted us more then 2 and half years after the original ticketing date.
Also even though his credit was expired we were nice enough to book him a domestic flight totaling $1400 from our pocket.
Instead of being Thankful for that, the client is complaining and writing bad reviews.
From: ******************************* <***********************>
Date: September 19, 2022 at 3:12:22 PM PDT
To: ****** ********* <***************************************>
Subject: Re: Your invoice from IFlyBusiness (# IFly-118471)
?********************,
Check your emails .On at least 4 occasions I requested information concerning the credit.No expiration" date was ever provided thus no expiration."
Sincerely,
Bill
On Sep 19, 2022, at 2:01 PM, ***********;********* <***************************************> wrote:
Hello *******,
Your Quote: "************* graciously offered in writing to issue a full credit with them not the airline, No cancellation fees ,No expiration." Please forward me where we listed that there will be "no expiration."
Thank you,
Regina *********
US | **************
IFlyBusiness
Enjoy the comfort of your tripCustomer response
09/21/2022
Complaint: 18041310
I am rejecting this response because on April13, 2020 IFB offered in writing "I'm happy to cancel your flight."On April 13 and April 24 we asked in writing for additional details about this offer. We were advised in writing" There will be no fees to cancel. You will get about $500 back from the original taxes and the rest will be a credit."There was no mention of any expiration date. If there was one, this would have been an excellent time to disclose it. In fact on April 24th in our acceptance of IFB's offer we stated" Since I am 70 and have asthma, we are advised not to travel until vaccine is available probably 2022."It is disingenuous for IFB to now suggest some boiler plate language from the original purchase should prevail. On April 24th when we discussed cancellation, we were at the peak of the covid Pandemic. We both knew it was very unlikely global travel would be return by 1/29/21. If at that time IFB intended that the credit they were offering would expire 1/29./21,they had numerous opportunities to advise as such. Instead they failed to answer our requests of April 24, April 30, June 6 and as well as multiple phone calls, ultimately requiring us to contact the airlines directly in order to determine if our reservations had even been cancelled, let alone the status of their credit.IFB's actions are in conflict with their own assertions that our credit expired on 1/29/22 If so, why did IFB not advise us of the same when we asked to use the credit in April this year?It is clear at this point that IFB has intentionally concealed the true amount of the original credit so that they could manipulate the amount and manner of applying the credit to their advantage.They have also recently furnished a copy of an alleged invoice for our original purchase that we have never seen that delineates charges for Airline taxes paid to Airlines not in our itinerary. IFB has failed in many ways to follow the even the minimum requirements of the Seller of Travel ********** Statutes. Based on our treatment to date I seriously doubt that IFB has done anything as a courtesy to usSincerely,
*******************************Business response
09/21/2022
Regardless of what client might think, there is no credit without an expiration. It just does not exist with anyone or anywhere. And we never offered the client credit without expiration as he assumed. We did have the 1 year expiration on the contract and the receipt.Customer response
09/22/2022
Complaint: 18041310
I am rejecting this response because*** is ignoring the following facts.1. If there was an expiration date what was it and why did they not state it?On 4/24 20 they offered to cancel our reservation for an *** credit
A for the full amount
B Not for flight exchange
C Not contingent on any airline
D. No cancellation fees.
E No expiration date noted.
If the *** credit had an expiration date why was it not mentioned in any of the following documents?
A.4/13/20 *** offered the *** credit
B.4/24/20 *** offered $500 refund and the remainder in an *** credit
C. 4/24/20 We advised *** of our intent to use the credit for travel in 2022
D. 4/30/20 WE requested credit details NO RESPONSE
E. 5/6/20 We requested credit details NO RESPONSE
F. 4/8/22 *** furnished quote for future travel with CREDit applied
G. 4/9/22 *** asked to quote alternative future flights again
H. 4/9/22 We stated our intention to start earlier for future flight.
AS noted above *** had at least 8 opportunities to advise of any cancellation or expiration issues. *** mentioned expiration for the first time 9/12/22, A year and half after the cancellation and full 5 months after *** haappliad the *** credit to future flight proposal.
D.4/30/20
Sincerely,
*******************************Business response
09/22/2022
Terms & ******************************************ogsc="rgb(51, 51, 51)" style="color: rgb(51, 51, 51); margin: 0px; padding: 0px; font-size: 13px; font-family: Roboto, sans-serif, serif, EmojiFont; font-weight: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; border: 0px; line-height: inherit;">Tickets are non-refundable. In the event of a cancellation, no monetary refunds are given, however you will have a one year credit. An unused ticket is valid for one year from the original date of purchase. Changes or cancellation penalties will also apply. All the changes and cancellations have to be done directly through IflyBusiness.
The purchaser understands all stipulations, rules and conditions pertaining to the purchased tickets. In the event of a rescheduled booking, original fares or schedule may not be available. In the event you are unable to make your flight and unable to contact your agent, please contact the airlines directly to cancel your reservation to avoid "No Show" penalties.
Name changes are not permitted once the reservation has been made or ticket has been issued.
It is the client's responsibility to meet the entry requirements for the countries the client is traveling to and connecting through.
***************************|MyFlightGuy
US | **************Direct| **************IFlyBusinessEnjoy the comfort of your tripTrustPilotCustomer response
09/26/2022
Complaint: 18041310
I am rejecting this response because on September 15, 2022 IFB provided a bogus invoice never previously provided charging taxes for an airline not on our itinerary.Now what is the meaning or purpose of this response?
Sincerely*******************************
Initial Complaint
12/23/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
Customer response
02/15/2022
This is our 3rd request.
This matter has been resolved to our satisfaction. Please withdraw the complaint.
Thank you,
Cascade Travel.
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.