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:01/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My family recently took a flight where my husband's wheelchair was lost. I was told by a company supervisor to rent a wheelchair for reimbursement, but no one reinbursed me either. Many agents washed their hands of the problem, including "You should have read the fine print," and other such remarks. I filed complaints with the company but was forced to communicate via email only with people that didn't understand or didn't care. In 4 months, no one has emailed me back despite continuous attempts on my ends. I even filed a complained with the *** but this company still does not care. What company loses a disabled persons MOBILITY and then ghosts them in the hopes they'll just go away?? I have sent a copy of ********** listing's for similar replacements and expect to either receive the products needed or a cash equivalent. I was told they could do a bank transfer, but that was the last I heard from any rep. *************** I didn't want to blindly enter my account and routing info into an email to send into the void, but it wouldn't matter cause they never wrote back. I was also told a check could be utilized, and I will accept that. I purchased tickets directly from the company website and, at the time, a full refund of all purchased tickets (not just my husband's), would have been sufficent. This is no longer the case. I am happy to provide everything needed to resolve this issue, including lost luggage report numbers from condor, receipts for the rental from a local location, and the Amazon listings. The chair itself isn't too expensive, but I cannot afford to go out of pocket to remedy this company's problem. If you need that documentation, and a list of witnesses, I have it.

• Initial Complaint

  Date:12/14/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  June, 2024: initial return flight ticket July: outgoing flight 08-Sep-2024: carry-on purchased by phone $49 09-Sep-2024 (date of return flight): $150 fee to check carry-on as luggage (paid under protest)The business committed to provide me a flight with reasonable accommodations, i.e. a personal item, which fits under the seat.-I made a reasonable attempt to purchase a carry-on. Due to poor website design and content, this was unclear. -After unsuccessful attempts to do so online, I called the airline. No customer service person could answer questions -- instead, asking me to hold while they called other offices. I was disconnected once. I was eventually able to purchase a carry-on for $49.-At the airport, my carry-on was weighed **with** my personal item and I was told it was overweight by 1kg, though I had a full 1L-water bottle, 500g snacks, a sweater and jacket -- I deem these actions by the airline, unreasonable -I was given the choice of two fees, I chose the lower and paid under protest The Premium Economy 'upgrade' which allowed a checked bag was a non-existent service: dirty seats, broken trays and footrests, and a terrible meal. There was nothing premium about it. This is further detailed in my attachments.I attempted to resolve the issue twice. Both attempts were unsuccessful. I will pursure the matter with my ********** and then a small claims court. I will not use the airline again until this is resolved.The SeatGuru screenshot shows how easy it can be to communicate baggage charges -- contrasted to Condor's convoluted/ information-obfuscation method.Thank you for assisting with my complaint.

• Initial Complaint

  Date:11/22/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 made a reservation in June to fly from ******** OR to ****** on September 17 on Condor Airlines. As this was in celebration of our 50th wedding anniversary, I booked RT business class seats for me and my wife at a cost of $7899.96. I also submitted US passport and Global Entry information for both of us. In September, a week before our departure, I noticed that Condor had used an incorrect surname for my wife, which did not match the name on her passport submitted at the time of booking. I spoke with a Condor agent who acknowledged that this was Condor's error. She said she couldn't change the name on the existing reservation, but would have to cancel it and issue a new one. However, if we wanted to keep the same itinerary, we would have to pay an additional $971.75, for a total cost of $8871.71, because we were changing the name on the reservation. I spoke to several more Condor agents in an effort to resolve this, but since we were departing in a few days, we ended up paying the additional charge on my wife's credit card. I filed a complaint through Condor's process, explaining again that the reason for the name change was due to Condor's software coming up with an erroneous name for my wife. I have talked with, and emailed multiple Condor representatives and, despite repeatedly providing the requested documentation, I have been unable to get a refund. This situation arose due to Condor's mistake, and I would like them to honor the original fare and refund the $971.75.

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My wife and I flew on Condor Airlines from ********* to ********* on 9/24/24. We booked Premium Economy. When we checked in the day before we were given the option to upgrade to business class for $899 per ticket. We upgraded and laid the fee of $1798. We went to airport and got our boarding passes which noted business class. We went to board plane and we were told they gave away our seats because we booked on a different connecting flight even though that flight had nothing to do with the Condor flight. Flight on Condor DE 2062. booking ref.: ******** version: 01 conf. date: 23.09.2024 Conf K9PG85 We did not even get our original premium economy seats and were placed in the **********, middle seats which were not our original seats.I asked how can I get my money back for the upgrade I did not receibe and they said, go to the website and file a complaint which is ridiculous. Web site would not let me fill in complaint form. I called Condor and they said sorry they cannot help

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Condor case no: AHL AGADE10789 Condor lost my luggage. They have refused to compensate me for the necessary expenses incurred on items needed while the luggage was missing (approximately $1,617.72 USD) as well as the contents of the luggage ($9,795 USD). Despite providing detailed spreadsheets and receipts for expenses, Condor has failed to pay me.

• Initial Complaint

  Date:09/17/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 5, my husband and I purchased a direct flight from ******* to ****** with Condor for $1,715.80. Our flight option came with a meal included for the 9+ hr ******* husband cannot eat wheat; it makes him sick. I tried to add information about the allergy on the Condor website, but I could not find where to do this. I called the help phone number on September 5 at 11:38 (Pacific). Condor's representative said that in order to receive a gluten-free meal, my husband would have to order it on the flight. When I tried to clarify, she said that all of the different meal types would already be on the flight and they would just give him the one that he needs.On September 9 as we were waiting at gate S9 at SeaTac, I asked a gate attendant how my husband would specify that he needs a gluten-free meal. She reiterated what I had been told over the phone. On the flight, we informed the flight attendant were told "no". She said we should have ordered online beforehand and there were no additional meals on board. She insisted at one point that my husband should just eat the pasta. I had to explain to her that pasta is made with wheat and this is what people with celiac and celiac related illnesses respond to. She gave us complaint filing information at my ********** husband checked his options for the return. He saw that he must (a) have a higher class ticket to be able to purchase a gluten-free meal and (b) even with the higher class ticket, he would still need to pay the full price for a second meal in order to receive a gluten-free meal ($24) as if our flight didn't already include the cost of a meal.We tried to resolve this after our flight by following the flight attendant's instructions to go to the website and file a complaint. For a period of 6 days, we received error messages when we tried to submit the complaint.We want a full refund of our tickets for the return flight because we had to use a different carrier who could accommodate my husband's allergy.

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased assigned seating in Economy Plus by choice on July 24, 2024. Then on 8/7 I found better seating and had to pay for a new seat full fair. I did this over the phone with a representative as I wanted to ensure I got the specific seats. This was my choice as well. The complaint here is that after once i went to check in, i was provided in both ticket random seats. I call Condor the night prior, after rudely being hung-up twice, Natia Nadi, from customer service, promised that they would fix problem at the airport. Once at the airport, I was told to call. Once I call, I was once again treated rudely and told to file a complaint online. Once online, site said that i needed to wait 3 days after departure. Therefore, I never go compensated for my money, the trouble, and the time spend and on top of it, i was treated rudely with no proper information from the 5 representatives i talked to. I had to fly on a seat not of my choice.

• Initial Complaint

  Date:08/28/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  To whom it may concern. This is ***************************.I have a flight schedule to leave on September 5th/2024 ans to return on the 17th of Septembermy confirmation code is NT9NSQ. i called to night at 8:10pm USA my time and I explain to the Agent that my Grandmother died suddently and that I am unable to make my trip. Her funeral is on Steptember 7th.This agent showed no empathy or simpathy to my lost. Not even to say his condolences. He just said i wont be refunded and i will only receive $200 I told him no that I will nit accept this. I paid over $1000 US dollars for my ticket. I also work for Spirit airline and we as GSA will never handle a guest who lost her love one like the way your agent treat me. He also ended the call on me which i cannot understand. This would have been my first time flying with Condor and to be honest I am very disappointed. I will also make a Complain to Better Business Buera if I have to. I have also attached the program and information as proof. all i am aaking for is a refund or a credit Just as any other airline that cares would have done. I know that Spirit airline would have handle this situation better. I can be reached at ************. Thank you.

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the 26th of August 2023 my flight was delayed at the ***************** for four(4) hours due to technical issues (not weather or security) as stated by the employees at Condor. Eventually we did board traveling to fly to ************** but the arrival time was extremely delayed and I missed my connection with JetBlue and could not travel home to *******. The next available connection to travel home with JetBlue was not until the following day.I was NOT provided with:1. Food and Drink; 2. Accommodations to spend the night and transportation to and from airport; and 3. Compensation for my flight that was delayed four (4) hours which requires the airline to refund my booking by at least 50% - 4 hours and more than 3,500km is 520.I have reached out to the airline by phone and email for eight months. Condor has ignored my requests and communications entirely. This company is committing fraud.

• Initial Complaint

  Date:06/16/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  The airline lost my luggage for two weeks requiring me to purchase essentially an entire new wardrobe so that I had clothing before my luggage was eventually returned. Damaged but with my clothing inside. The last point of contact I was able to make with the company in regards to reimbursement for the items I had to purchase was June 3. I submitted the receipts for the items to them twice as well as provided the receipts to them twice as well. I submitted my banking account information directly through their website for reimbursement. The luggage was lost on May 24 and was no returned to me until June 6th, 13 days later. The case # I have with this claim through Condor Airlines is CON-24/05-***** my flight number was DE 1663. I do not have a receipt for my luggage anymore to request a specific amount. But I had a full size delsey luggage that cost around 300$