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:02/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This transaction started around January 20, 2025 when I selected Top Business Class (TBC) to Book our Air Trip from *** to ********* and return from *****, each by way of ***************** using ****** and ******************. Their Agent, instead booked us as a round trip to & from *********. The Agent claims it was our fault even though we have an email to him describing the dates, times flights and airlines, and he asked for an outrageous amount of money to fix the problem, Next, it turns out that Condor would not issue seat assignments to us--we think-- because of payment. Lastly ********* told us we were booked on the Return from ******, not *****, and Condor wanted an outrageous amount of money ($3,160) to fix the Departure location to *****. At this point we hired a new agent, cancelled our Reservations thru TBC, but *** has refused to refund all of our money and Condor continues to bill our Credit Card for the $3,160. We never gave Condor our Credit Card number--It must have been TBC. *** continues to give us the run around saying they will take care of it--but nothing happens as our departure date is rapidly approaching

  Business Response

  Date: 03/24/2025

  The original issue resulted from the incorrect form submission on your end, which was acknowledged and confirmed. Despite this, we assisted with the exchange and even covered half of the associated fees to help resolve the matter.
  The return segment change from ***** to ****** appears to have been due to a system update on Condors side, which we worked promptly to correct at no additional cost to you. Seat selection issues were airline-related and not within our control, though we offered full assistance throughout.
  Lastly, we want to clarify that we never shared your credit card details with Condor or any third party. Based on our records, any further charges likely stemmed from your engagement with an outside agency. A partial refund was already issued per airline policy, with standard penalties applied.
  We consider this matter resolved and are happy to provide documentation if needed.

• Initial Complaint

  Date:02/20/2025

  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.

  We had a balance credit of $726 from a previous booking that I was asked to use to book a flight by February 15th, 2025. I tried to book the ticket and use the credit 2 times, once in 11/24 and then again in 2/25 prior to the deadline. I contacted the original agent, Mr. ***** as well as his manager, Mr. ******* multiple times via text, email and phone on both occasions. He failed to book the ticket for me on both occasions. I even provided the comparative airfare from a site that was acceptable to him via email on both the occasions. He simply ghosted me on all platforms with absolutely no response at his end. This is a business that I had lodged an earlier complaint last year as well. I removed the complaint in good faith upon the business's repeated assurances that they would comply with the original agreed upon conditions and allow me to use up the balance for future bookings. I have diligently followed my end and attempted to book the flights with this business 2 times prior to the deadline set by them. The business has absolutely and shamelessly refused to meet its end of the agreement. That being the case, I am asking for a full refund of my balance.

  Business Response

  Date: 02/26/2025

  As stated at the time of issuance and reiterated in our conversations, the credit was valid until February 15, 2025, meaning all travel had to be completed by that date. Unfortunately, as the deadline has passed, the remaining credit has expired.
  We understand this may not be the outcome you were hoping for, but per the agreed-upon terms, we are unable to offer a refund. If you have any further questions, please feel free to contact us

  Customer Answer

  Date: 03/05/2025

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

• Initial Complaint

  Date:02/02/2025

  Type:Customer Service 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.

  Our experience with *** ****** from Top Business Class was beyond disappointingit was a complete disaster. Our family collectively spent over $30,000 expecting a seamless, premium travel experience, but what we received was a mess of errors, apathy, and outright disrespect. *** failed to notify us of critical flight changes, leaving us stressed and scrambling at the last minute. Instead of taking responsibility, he was unresponsive and dismissive at every turn.What was especially shocking was how disrespectfully *** treated my wife. When she urgently needed help with a time-sensitive matter, he blatantly disregarded her concerns, acting as if her requests were an inconvenience. His tone was condescending, and he made it clear he had no interest in assisting her. Despite her repeated attempts to resolve the issues professionally, Jays behavior only worsened. He even refused to escalate the situation when we asked to speak with a manager, claiming he had no supervisor and that there was no one above him we could contact. His arrogance and lack of empathy were astonishing.Jays incompetence and poor communication led to significant added costs and stress for us. Even after causing all these problems, he had the audacity to brush off our concerns without offering any apologies or solutions. It was as if he couldnt care less about the mess he created.If youre considering Top Business Class, do yourself a favor and avoid *** ****** at all costs. He turned what should have been a smooth, enjoyable travel experience into a complete nightmare. Save your time, money, and sanity by looking elsewhere. This was hands down the worst service weve ever received from a travel agent.They had the audacity to bribe me to take down my reviews. They somehow managed to remove my ****** review. I just want some money back and not credit through their company. 

  Business Response

  Date: 02/13/2025

  Itinerary Change: The client originally booked a ******-******-*********** package in premium economy. On October 29, they requested a route change to ******-****** / ******-***********, which was not allowed by airline policy. Despite this, we worked directly with the airline for several days to secure the change at an additional cost of $626, which we covered entirely as a courtesy. The client agreed to the change and expressed satisfaction before travel.
  Allegations of ************* The claim that we failed to notify the client of flight changes is misleading. Airlines notify passengers directly, and at no point did the client miss a flight due to lack of notification. Additionally, allegations of rudeness, refusal to escalate concerns, and dismissiveness are unsubstantiated.
  Review & Compensation: After the trip, the client posted a negative review despite the service provided. As a goodwill gesture, we offered a travel voucher, which was not conditional on review removal. The accusation that we bribed them is false, and we do not have the ability to remove ****** reviews.
  Resolution: We fulfilled our obligations, secured an itinerary change against airline policy, and covered additional costs on behalf of the client. We do not find grounds for financial reimbursement beyond the goodwill voucher already provided.

  Customer Answer

  Date: 02/17/2025

  I am rejecting this response because:
  I am writing in response to your email regarding our recent travel experience. We want to clarify that your account of the situation is inaccurate and does not address the full extent of our concerns.
  Itinerary Change: While we understand the complexities involved in modifying our route from ******-******-*********** to ******-******/******-***********, the lack of proactive communication and support from your team caused unnecessary stress and confusion. Contrary to your claim, we were not kept informed during this process.
  Poor Service: Your salesman, ***, was extremely rude and disrespectful to my wife during our interactions. This was not an isolated perceptionmultiple people were present during the conversation and can testify to how poorly she was treated. It is unacceptable that this behavior was never addressed in your response, despite it being a major issue.
  Compensation: The goodwill travel voucher offered does not adequately reflect the hassle, time lost, and additional expenses incurred due to your companys inability to assist us properly. We are seeking financial compensation, not in the form of a future travel credit.
  We expect this matter to be taken seriously and look forward to a fair resolution. Please let us know how you intend to proceed.
  

  Business Response

  Date: 02/26/2025

  Regarding the itinerary change, the modification from *************-*********** to ************* / ******-*********** was initially not permitted by the airline due to fare restrictions. Despite this, our team worked extensively with both the airline and our suppliers for several days to accommodate the client's request. While the client claims there was a lack of communication, our records indicate that updates were provided throughout the process. We regret any misunderstanding but firmly maintain that at no point was the client left uninformed.
  The complaint also alleges unprofessional behavior from our agent, ***. We take such claims seriously; however, we have no documented evidence of any inappropriate conduct. *** has maintained a professional track record, and no prior complaints have been made against him. If the client can provide specific details or evidence regarding this matter, we are open to reviewing the situation further. However, as it stands, this remains an unverified claim.
  In terms of compensation, we had already offered the client a goodwill travel voucher as a courtesy, despite the fact that their requested itinerary change was successfully completed and they were able to travel without further issues. The demand for financial compensation is unwarranted, as no failure of service occurred on our part. The client received the exact travel itinerary they requested, and we acted in good faith to accommodate their needs within the constraints of airline policies.
  Given that the itinerary change was successfully made, the client completed their trip as planned, and a goodwill voucher was extended, we believe we have taken all reasonable steps to address their concerns. As such, we respectfully request that this complaint be considered resolved.

  Customer Answer

  Date: 03/03/2025

  I am rejecting this response because:

  Top Business Classs response is yet another attempt to deflect accountability while failing to address the core issues of our complaint. This back-and-forth exchange has accomplished nothing because the company refuses to acknowledge the poor service, unprofessional conduct, and misleading compensation offer that led to this dispute in the first place. Instead of taking responsibility, they continue to gaslight and dismiss our valid concerns.
  
  
  First, their claim that we were kept informed about our itinerary change is completely false. At multiple points, we were left in the dark without clear communication, forcing us to chase down answers while dealing with unnecessary stress and confusion. We have individuals who can attest that critical details were withheld or delayed, contradicting their claim that we were provided updates throughout the process.This is nothing but a blatant misrepresentation of reality.
  
  
  Second, Top Business Class refusal to acknowledge Jays unprofessional behavior is unacceptable. Let us be crystal clear: we have multiple people who can and will testify in court that *** was dismissive, rude, and negligent in handling our requests. His lack of professionalism directly contributed to the mishandling of our trip, and the companys attempt to dismiss this as an unverified claim is both dishonest and insulting. Whether or not they have prior complaints against him is irrelevant this behavior in our situation was unacceptable, and we have the evidence and witnesses to prove it.
  
  
  Furthermore, their so-called goodwill travel voucher is nothing more than a deceptive tactic to create the illusion of compensation. It was never formally confirmed via email, and when we sought details, transparency was nonexistent. The voucher itself is structured in a way that forces us to spend additional money just to use it, making it a meaningless offer rather than genuine compensation. This is a classic bait-and-switch maneuver designed to appear as a resolution without actually addressing the harm they caused.
  
  
  Most egregiously, Top Business Class continues to insist that this matter is resolved when they have yet to properly address a single one of our core complaints. Instead of acknowledging their failures, they are engaging in corporate gaslighting, rewriting the narrative to absolve themselves of any wrongdoing. This response is not a resolution it is a blatant attempt to evade accountability.
  
  
  This matter is far from over. We will pursue every available avenue, including legal action, to hold Top Business Class accountable for their negligence, unprofessional conduct, and deceptive business practices. We expect an appropriate resolution one that acknowledges their failures and provides actual restitution not another dismissive and misleading response.
  
  
  

• Initial Complaint

  Date:12/13/2024

  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 booked a flight for my myself and my parents back in April. My Dad has since been diagnosed with late stage cancer and was hospitalized. I needed to cancel my tickets. The company said they could only cancel for credit that could only be used by the original passengers on the original airlines and only booked through them with their prices. They wanted ***** dollars to cancel. I agreed to this because I had no options. This is Incredibly frustrating because my family will likely never be able to use these credits as my dad is hospitalized and dying of cancer and was my mothers caregiver. Since canceling on November 1st have asked on many occasions for confirmation of the cancellation and any credit available. The flight is scheduled for next week, and the company avoided contact with me for a month. They finally told me they still havent canceled my flight or secured my credit. For weeks now Ive been pleading with them to fulfill the cancellation that I filed the paperwork for back on November 1st and they havent. They have told me not to reach out to the airlines and threatened that if I do reach out to the airline directly that they will not give me any credit for my bookings. At this point the airline will count me as a no show (as the flight is next week) and this company has refused to cancel my ticket or give me a credit of any kind. I need a confirmation of cancelation for my insurance and/or my money refunded.

  Business Response

  Date: 12/16/2024

  Issue has been resolved with the customer. 

• Initial Complaint

  Date:11/11/2024

  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.

  First I was told that the lounge access was included in the business class fare. When our access was denied at the front desk, I called my agent **** *****. He told me to pay the lounge fee upfront and that I would be reimbursed. He has offered me a credit voucher for future travel. This is not acceptable. I was told that I would be reimbursed. Reimbursement is the only acceptable resolution. I submitted receipts in September, 2024. It shouldn't take this long to resolve an issue of $118.

  Business Response

  Date: 11/22/2024

  
  Thank you for bringing this matter to our attention and for your patience while we addressed your concerns. We strive to ensure every customer experience is seamless, and we regret any inconvenience you may have encountered.
  We have reviewed the details of your case thoroughly and can confirm that all issues regarding your lounge access and reimbursement have been fully resolved. A reimbursement for the $118 has been processed, and you should receive confirmation shortly, if you have not already.
  We appreciate your feedback, as it allows us to improve our services and communication. Should you have any further questions or require additional assistance, please do not hesitate to reach out.
  Thank you for choosing TopBusinessClass. We value your business and look forward to assisting you with your future travel needs.
  

  Customer Answer

  Date: 11/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.  I did finally receive a check to cover the amount promised.

  Thanks for your part in resolving this mater.

   

  Sincerely,

   

  *** *******

  
  

• Initial Complaint

  Date:08/02/2024

  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.

  I purchased 2 airline tickets for my parents to travel from ***** to *** on February 14th, 2024, from this website through their salesperson Mr. ***************** in the total amount of $7756. Unfortunately, my parents were unable to travel due to health reasons. As a result, I was forced to cancel their tickets on 4/8/2024. The business charged me $700 as the cancellation penalty (the customary airline cancellation fees for this ticket class is $200) but refused to refund the remaining amount of the purchase. As per my conversation with the airline, since the booking was done through topbusinessclass.com, only they could issue the refund after deduction of the cancellation charges. Therefore, I was forced to accept a credit with topbusinessclass.com for the amount of $7056 to be used towards further airfare purchase. At the time of the cancellation itself, I had informed ************ that I was planning on using this credit towards the purchase of tickets for myself and my husband later this year and confirmed that I would be able to do that. He had raised no objections to that at all and happily agreed to keep the monies.************ called me on 8/2/2024 seeking to promote his business at which time I reminded him that I was planning on using the credit towards purchase of tickets for myself and my husband's probable travel in December 2024. However, he then proceeded to tell me that I could not use the credit for myself, but only for my parents, in spite of the following facts:1) My parent's tickets have already been cancelled and a penalty of $700 has already been charged for the cancellation 2) The business is holding on to $7056 from the original payment and has refused to refund the amount contrary to the customary norm.3) The credit was issued to me to be used for future airfare purchase WITHOUT any stipulation (either verbal or written) as to who the credit can be used for. These tactics are nothing but a means to simply scam the payer of their monies.

  Business Response

  Date: 08/09/2024

  We sincerely apologize for the frustration and inconvenience youve experienced regarding your recent booking and cancellation. We understand how important it is to have clarity and transparency, especially in situations like these.
  
  At the time of both purchase and cancellation, all relevant terms and conditions were fully disclosed. As per our policy, which aligns with industry standards, the credits issued are indeed for the original passengers and are valid for 12 months from the date of issue. We understand this may not have been the outcome you were expecting, and we truly regret any confusion or disappointment this has caused.
  
  Please know that we are currently working closely with the airline in an effort to obtain an exception or waiver to allow more flexibility with your credits. While we cannot guarantee a change, we are doing our utmost to advocate on your behalf.
  
  Thank you for your understanding and patience as we work to resolve this matter.
  
  

  Customer Answer

  Date: 08/12/2024

  I am rejecting this response because:

  1) *********** is lying when they say that all details were discussed.

  2) *********** is refusing to honor or acknowledge their responsibility to refund the monies following cancellation of the tickets as is the industry norm.  

  2) *********** has charged $350 per cancellation of tickets compared to the industry norm of $200/ticket. 

  
  

  Business Response

  Date: 08/13/2024

  Unfortunately, we must disagree with the customer's statement. All relevant information was clearly communicated to the customer at the time of cancellation, both in written and verbal forms. Before finalizing the cancellation, the client was required to agree to the cancellation terms, which were explicitly presented.
  It's important to note that not all tickets are the same. Heavily discounted tickets sometimes carry higher penalties compared to full-fare tickets.

  Customer Answer

  Date: 08/13/2024

  I am rejecting this response because:

  This business has proven to be extremely untrustworthy and keep changing their terms on telephone calls initiated by their "manager" ****************.

  For example, they originally stated that the monies that they are holding since ****** would be valid for travel until 1 year from the date of the booking (February 2025), but in a telephone call as recently as 8/12/24, **************** changed this to say, it would only be valid until December 14th, 2024. When confronted, he changed his statement to say that the original deadline would hold. Furthermore, in spite of asking repeatedly, the business explicitly refuses to offer any written guarantee that they will honor their original statement wherein their salesman implicitly told me that I will be allowed to use this credit to purchase tickets for any future travel for anybody. I had clearly asked for such a written guarantee to be emailed to me when **************** had called me last week after receiving the compliant from BBB. To date I have not received any such email from him. Instead, *** ****** repeatedly asked to "talk to my husband" and stated that he would "have to review the details"----details of what?? He stated that the business would "consider honoring the credit, IF you take down the complaint first" which I refused. Furthermore, when pressed, he repeated that he wanted to "talk to my husband first".

  Additionally, **************** stated that the business would charge an additional $250 to "change the tickets to our name". What name change? The tickets for the original passengers were already cancelled. They have also already deducted that cancellation amount. So as of now, there are NO active tickets, let alone any tickets with passenger specific names. What is remaining with them is simply money that they refuse to refund or guarantee that we would be able to book alternative tickets using that credit, as was originally relayed to us. In very simple words, the business is simply bidding time in a very clear attempt to defraud us of our money by coming up with new excuses to somehow hold to the money by hook or by *****. 

   

  ***********************.

  Business Response

  Date: 08/16/2024

  Unfortunately, we must respectfully disagree with the customer. The terms and conditions of the tickets are clearly stated before purchase. All tickets are valid for one year from the date of purchase and can only be used by the original passengers. Therefore, the credit must be utilized by the original passengers.

  Customer Answer

  Date: 08/20/2024

  I am rejecting this response because:

  I would like the company to acknowledge the resolution that was communicated to me via email on 8/14/24 in this forum. **************** was made aware of the same. 

  ***********************. 
  

  
  

  Customer Answer

  Date: 11/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. Hello, This is an update re: complaint #******** originally lodged against ************************************ in 08/2024. Since the complaint was lodged, the representatives from this business have worked with us and helped to resolve the issues originally cited. We are satisfied with the resolution and their service and would like to withdraw the complaint. Thank you. **** U. *******.