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:02/23/2025

  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.

  There is no clear refund policy whatsoever on their website about deducting admin fees or any kind of fees and the English on the site is so incoherent that it leaves you even more confused. The company took a substantial amount of my payment from the refund and the refund request process is very cumbersome as they really make you work to get a PARTIAL refund back -- you have to fill out a bunch of info and upload documents on the website. Then wait for approval.Also, after booking your flight, they don't send you an invoice with the amount that you paid and make you dig on their site to find the payment amount (but those amounts are actually inaccurate and lower than what you paid). They probably purposely do this so you can't get your full refund back. This unscrupulous company also holds onto customers' money for a month or more (probably as they get interest that way) and takes forever to issue you a refund. They will not tell you when you will get your refund back.They take forever to reply to your emails and when they do, they never fully address your questions or show an official document with the breakdown of what the fees and amounts deducted from the refund are. The guy on the customer service phone line was barely audible despite me telling him multiple times to speak up. During the first call, he told me to email the company about the refund (which I already did). When I called a second time, he told me he will ask the company to respond to my email.I paid $2964.43 CAD total for the 2 flight tickets from ******, ** to *********, ** including a hefty $168.45 CAD for 1 check-in baggage. I cancelled the 2 flight tickets within an hour of purchase as I made a mistake. Even after making multiple requests to refund the flight payments to me, they only returned $2647.36. They still owe me $317.07 CAD in total.

  Business Response

  Date: 02/24/2025

  To whom it may concern,

  We are sorry to hear about Mrs. ***** experience. 

  Mrs. *** has completed a booking with a travel agent we partner with, **********. As the travel agent handling the booking, the refund and cancellation policies will be determined by them based on the fare rules of the airline operating the flights. These policies can also vary depending on the type of ticket that was purchased. 

  We have now raised Mrs. ***** comments with the Kissandfly team asking them to review the feedback and to come back to us to clarify the policies that apply for voluntary cancellations.

  Kind regards, 

  *****

• Initial Complaint

  Date:02/07/2023

  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 have made a flight booking through Skyscanner and the most affordable option was from Kiss and Fly. The final amount on the last page before hitting the very final "Purchase" button was $239, but the confirmation page after the booking reflected an amount of $481. During the booking process, they also asked for my passport details, which is very unusual. I also received an email that my purchase was "in the process of anti-fraud verification" requiring extra steps to add my CVC and specify "USD" on the Kiss and Fly website, and there was an additional charge of $8.80 pending on my credit card from Kiss and Fly. I called Kiss and Fly right away to ask for an explanation on these discrepancies and was provided with no answer, just the fact that $8.80 was for Kiss and Fly and rest, $481, for the airline, and that that's the final amount I will be charged, NOT $239 that had appeared on the last page. They did not provide any explanation despite my several questioning of why the amounts before and after the "Purchase" button differed. There was no breakdown of how the final amount became $481 from $239, neither verbally nor via email. I rebutted that it doesn't make sense at all, and they offered to cancel my booking, and that I will be getting a confirmation email about the cancellation as well as a refund of the $8.80. However I still have not received the confirmation email. I cannot understand that SkyScanner is letting such a company do business in the US. I feel that the company is stealing customer information (including personal information, credit card information, and passport information), charging incorrect amounts to the final total amount AFTER the purchase is made (and without warning or breakdown), and just offering to cancel and refund ONLY AFTER the customer makes a note of it. This is a clearly fraudulent way of doing business.

  Business Response

  Date: 02/08/2023

  To whom it may concern,
  
  We are sorry to hear about ************** experience with the travel agency, Kiss and Fly. 
  
  Skyscanner acts a tool that helps customers organize their trips by finding the best options. Once they have selected a journey, the reservation is made directly with the airline or travel agent of their choice. 
  
  We were able to escalate ************** concerns regarding the booking issues with our contacts on the Kiss and Fly team. We are now also in contact with ********** directly and offer our direct assistance to help in resolving this with the agency. 
  
  Many thanks and we apologize again for the issues encountered with the agency.
  
  Kind regards,
  
  ****

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19363431
  
  I am rejecting this response because there is no real action item or change to address my primary concern of KissandFly inappropriately charging a customer (charging a different amount AFTER the final purchase page). The fact that the price "did increase" does not make sense because if that was the case, it should have been reflected on the purchase page because customers have the right to know what they are paying for. I otherwise would not have made the payment or did the purchase through KissandFly if I had known that the actual final price would have been $481+$8.80, not $239 as advertised. It is a form of deceit. 
  
  Sincerely,
  
  **** Mi ***

  Business Response

  Date: 02/10/2023

  To whom it may concern:

  We are sorry to see that the customer is not content with the response provided.

  Unfortunately, Kiss and fly have advised that the operating airline was unable to confirm the booking at the fare the customer originally selected.

   This is normally due to an issue with availability, and we've since informed the customer that airline pricing can be very volatile and that it can take up to 72 hours (usually 24 ) for e-tickets to be confirmed and issued. Kiss and Fly have also confirmed that they've not accepted payment for this booking, and that the transaction has since been unblocked.
  
  This should reflect in the customer's account in the coming business days.

  Kind regards,
  
  ****

  Customer Answer

  Date: 02/12/2023

   
  Complaint: 19363431
  
  I am rejecting this response because: Skyscanner claiming that the way Kiss and Fly do business is within their acceptable business threshold, something I am having difficulty comprehending.
  
  Sincerely,
  **** Mi ***

• Initial Complaint

  Date:10/23/2022

  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 purchased a booking as following: Booking ID ************* Airline reference: 3QBVZ3 E-ticket: ************* I purchased the ticket of ******* Airlines at 11:56 AM or so on October 20th on the SKYSCANNER website itself. Within 6 hours the price for exact same flight dropped by $173 on their own (SKYSCANNER) pricing which is ridiculous. I claimed a refund for the price difference by emailing them at 9:20 pm. The flight dropped the price by $173 and it was fully refundable and rebookable too. I emailed the comapny three times with proof as screenshot of the price drop but they didn't even bother to send me any response even after 48 hours passed. For this lack of customer support, I lost $173 which they must refund me. ******* Airlines also couldn't do anything although they have decent customer service since it was purchased using SKYSCANNER website itself who has bad customer service.

  Business Response

  Date: 10/26/2022

  We write with regards to the case raised by ******************************* Aadir, booking SKYUS-*******, to share the outcome of our investigation.
  
  Mr. ***** completed a successful booking on Skyscanner on the 20th October 2022 and was sent a booking confirmation email. A few hours later Mr ***** noticed the price for his itinerary has dropped by $173 and he contacted us by email, as well as by phone on the same day (20th October). We listened to the 06:25 minutes long call on record where Mr. ***** asked if Skyscanner offer a Price Match Guarantee and the customer service representative confirmed that we do not offer this. Mr. ***** asked about cancellation options and the representative offered Mr. ***** the option to void the booking and obtain a full refund from the airline, albeit with a Skyscanner admin fee of $100 USD (as per our terms of service agreed to at the time of booking). Mr. ***** confirmed he did not want to cancel the booking, and the call ended amicably. We did not reply to the emails, given that the call had subsequently superseded the emails and the question had been answered.
  
  Since receiving Mr. ****** case on 24th October via BBB,our technical team have looked into our logs. They confirmed that there was indeed a change in the flight inventory that changed the flight price: cheaper booking classes became available from the airline sometime after Mr. ***** booked his flights. The lower fares were booked quickly and subsequently the prices increased again as availability reduced. The nature of the flight industry means that flight prices are continuously fluctuating and Skyscanner does not have any control over airlines pricing policies.
  
  We of course can understand Mr. ****** disappointment and we are sorry he had this experience. However, the system worked as intended and without glitches or mistakes; at the time of booking Skyscanner showed the best price available from the airline. Once a booking is confirmed, the airlines ticket rules and conditions will have to be followed, however, because Mr.***** contacted us within 24 hours of the booking being made, the representative was able to offer the option to void the booking and get a full refund from the airline. However the $100 Skyscanner admin fee would apply (given the admin required in cancelling and refunding the booking). Mr. ***** declined the opportunity to cancel at that stage. 
  
  We hope the above information helps explain what happened, and gives further detail into the timeline and communications with Mr. ***** around his case.
  
  Kind regards,
  
  Skyscanner Support