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:01/11/2024

  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.

  Today January the 10th of 2024 I called this company after the number popped up when I did a search about changing a name on a ticket bought from American airline . (877) 738/0332. I thought I was calling into American Airlines customer service . When they picked up I replied is this American Airlines the person on the phone said his name and replied that they where American airline . I told him that I wanted to change a name on a ticket that I bought for my mother in law . UAPQYG is the confirmation from American airline . So ticket stated Maria Ortiz . I needed to match her passport Ma. Isabel Ortiz Sandate . He made the change and charged me 250 dollars . I paid and did not realized it was a third party when he sent the email he stated just confirm push the button and it’s done felt pressured like do it now . I went back 1 hr later called the real AA customer service they saw the change and said that they don’t charge for that and advised who ever did that was not AA and that I should question that charge to my credit card since they don’t charge for that . I felt like I was taken for 250 . I will call my credit card company to see if they can reverse the charge . This was done at 915 when I called flighthubdeal after searching change name on ticket on the web and I asked if this was American Airlines and they responded yes . It was false information

  Business Response

  Date: 02/14/2024

  Dear *** del Campo,

  1. The transaction was cancelled on 12 Jan 2024. No money was withdrawn from your card.
  

  2. Airlines do not allow passengers to change the name on ticket after issuance. Passenger has to cancel the ticket, and rebook a new one.

  3. In rare cases, Airlines allow travel agencies to update passenger name/information since travel agencies generate sufficient business for airlines. In your case our agent, after spending considerable time with airline staff, was successful in having the passenger name updated by the airline.

  4. You were fully aware of the url that you clicked and which read www.flighthubdeal.com. Our agent never mentioned that he was from American Airlines.

  Thank you,

  FlightHubDeal.com

• Initial Complaint

  Date:06/01/2023

  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.

  Our ********* flight to *********** was delayed in such a way that we could not reach our destination that day. Our family needed to be in *********** for a wedding, so I contacted ********* Airlines at 1800IFLYSWA on 5/26/23 for help get ** there. ********* agent said they "could not hear me" and said they would call back for better connection. Agent called back from a different number *************. Deceptively presenting themselves as a ********* agent when they returned the call, agent reported they could not find another southwest flight to *********** or other connection options. They recommended canceling SW flights and rebooking with their other "partner airlines". Agent quoted price of 4 new tickets on Alaska airlines to *********** at $615 each. I agreed to cancel SW tickets and purchase ****** tickets. I authorized purchase of $2520.00 for the ****** Tickets only. Agent explained the charge would appear in two parts, but did not explain the parts. Since I assumed it was SW, I also assumed it was only for the "partner" airfare. However, in my desperate state to resolve the issue quickly, I rushed through the authorization process. On 5/26, I had authorized the two separate purchases of ****** tickets for $1698, and a FLIGHTHUBDEALSCOM fee of $822. The agent failed to explain that I was paying $822 travel booking fee in addition to expensive last-minute airfare prices. Fortunately, the ****** tickets were viable, and we reached our destination. I am seeking a resolution from the travel agency for a refund of the fee portion of $822 only, because they fraudulently represented themselves as a southwest agent. ********* does not charge extra booking fees. I was unable to reach the third party agent by phone to discuss refund.I would also like help alerting ********* Airlines and their customers that there is a customer service agent working for both ********* airlines and a third party, that preys upon ********* passengers in desperate travel situations.

  Customer Answer

  Date: 06/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************