ComplaintsforStudentUniverse

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 27th I was flying with my boyfriend from ****** to ******. I bought tickets through StudentUniverse.com. They had wrongly purchased student tickets for us (someone under 25). I was unable to board the flight because the ticket was for a youth. I had to buy new flight tickets at the counter for the price of ******* EUR x2 tickets. The company will only reimburse for the original ticket prices which was $879.94 USD. I had requested them to pay the difference in flight costs between the original flight and the new flight as they wrongly booked my ticket. They will only refund me the $879.94 USD I am looking for a refund on the difference, as their company wrongly and fraudulently provided a service by booking me as a youth, my Passport information was entered prior to booking the flight as well as my information clearly stating I am not under 25 years old

  

  Business response

  06/01/2024

  Hi BBB,

   

  We have contacted **** and resolved the issue. Studentuniverse refunded the cost of the ticket purchased at the airport.

   

  Thank you.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I want to make a complaint about StudentUniverse, an online travel agency located in *************. On March 8, 2024, I boughta ticketthrough StudentUniverse since it was the most affordable option I could find online. When I tried to book a flight on the StudentUniverse website, it was impossible to finish the processbecause every time I tried to proceed to checkout, it returnedme to the main page. All the information was correct, but the website continued bugging, so I downloaded their app. I was able to book a flight with BritishAirways on the app on March 8 at 5:58 PM.On March 9, at 7:07 PM, I got a refund of ****** USD, and at 5:59 PM, a refund of 6.21 USD. When I tried to enter my passportdetails onthe website, it did the same thing as when I tried to book a flight on the StudentUniverse website. It redirected me to the main page. Since I was not able to proceed with the booking and got a refund, it did not seem like anything else but the termination of the deal. Then, I tried to rebook the same flight on the StudentUniverse app, but it keptcrashing. I gave up on their platform and booked a flight directly onbritishairways.com.After some time, a negative account balance accruedon my card. There was no information on the charge: when it was made, who charged me, etc. I just had -$730 on my account. I called ********************** on April3, when I noticed a negative balance on my card but did not receive any answers to my questions. I was just asked to send them my booking confirmation, which I made directly onbritishairways.com so that they could send the refund request to **************** On April6, I got an email stating that a refund request was denied by BritishAirways.On April 7, I called StudentUniverse again, trying to inform them that I was deeply dissatisfied with their service and I still wantedmymoney back. A guy from a support department started blaming ME for not calling StudentUniverse when I got refunded. He ignored my questions and continued blaming me, even after I asked him not to do that. It was very disrespectful and unprofessional. I am a customer, who experienced disgusting service from their company. I have the right to demand, ask questions, and protect my rights as a consumer. I am a Ukrainian student trying to go home to ******* to see my family. I do not have $730 to give them for the terrible service and ticket that they provided me a month later.It is not normal for companies to charge customers, give them a refund, and charge again a month later. They disagreed with me at this point. Also, they kept telling me that *************** was the one who charged me for the booking I made on their website. However, *************** is stating that they do not have any access to my banking account to make any *********************************** is ignorant, they did not even apologize and every time I called them, they were blaming me. Even though they had any troubles with their system, Student Universe is the one to call me, email me, and let me know about everything thats going on with my money and my booking.This issue should be resolved as soon as possible, and I hope for your attention and cooperation. I will not leave this issue just like that, and I will do everything to get my money back. I will do everythingto protect myrights and money. Everything was bad in every step of the deal.I hope you will be able towork on the current issue and help me to achieve justice.

  

  Business response

  04/17/2024

  We are appreciative of the feedback provided and are currently working towards a prompt resolution. As ********** indicated, she was able to successfully book a ticket with us via *************** and received confirmation of the said booking on March 8 at 5:58 PM which is also shown on the image she uploaded under IMG_2781. This also matches with the information we have on the back end and is proof that the booking is all set.

  
  To shed some light on the refund that was processed, the $6.21 was due to the additional discount included in the purchase since the ticket would be charged by *************** directly. Meanwhile, were still requesting a screenshot of the refund of $730.20 that was issued to her card since we only received proof of charge that was made on March 10, 2024. Nevertheless should there be any issues with the reservation (e.g. time changes/ cancellations), StudentUniverse makes sure that passengers are notified accordingly and as promptly as possible. In this case, the booking was confirmed as purchased and no notifications were sent regarding any issues/cancellations that occurred to the reservation.

  
  In an attempt to provide the passenger's desired resolution, our team asked for the details of the booking made directly with *************** in order to get an authorization to refund the duplicate reservation. Unfortunately, the airlines would only consider the booking as duplicate if its exactly the same flight. The new booking purchased directly from *************** has a different return date which caused the denial of our refund request and wed have to follow the fare rules. The ticket remains non-refundable but its eligible to be used as travel credit with an airline rebooking fee of $199.00 plus any possible fare difference. We can also request a refund of unused taxes amounting to $101.50. We are currently communicating with ********** regarding her options.
  

  
  

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against StudentUniverse regarding an issue I encountered with a flight booking. The details of the transaction are as follows:Date of Transaction: February 5, 2023, 8:03 PM Amount of Money Paid: $670 On February 5, 2023, I made a flight booking through StudentUniverse with ************** for the summer season. However, due to unforeseen circumstances, I had to cancel my travel plans. I promptly contacted StudentUniverse's customer support team to request a refund for the flight booking.In my email communication with StudentUniverse, dated September 27, 2023, I outlined the reasons for my cancellation. As a graduate student scheduled to graduate in December, I encountered a sudden conflict with the start date of my internship, rendering me unable to travel internationally. I requested a full refund of the amount paid for the flight, emphasizing the financial strain I was under as I needed the refunded funds to cover my daily expenses in ***************** for the next three months while completing my studies and preparing for graduation.Despite my clear explanation of the circumstances and sincere request for assistance, StudentUniverse has failed to accommodate my refund request. As a loyal customer who has consistently relied on ********************** for travel arrangements, I am disappointed by the lack of understanding and cooperation demonstrated in response to my situation.I believe that StudentUniverse's refusal to provide a refund under these exceptional circumstances is unreasonable and unjust. As a reputable company serving students, I expected better treatment and support in resolving this matter.I kindly request your intervention in facilitating a resolution to this issue. I seek a full refund of the amount paid for the flight booking as per my original request to StudentUniverse.Thank you for your attention to this matter. I look forward to a prompt and satisfactory resolution.

  

  Business response

  03/21/2024

  Hi BBB,
  
  Ticket was booked on February 5, 2023 from StudentUniverse website. 

  Last Feb 15, 2023, passenger inquired if the ticket is refundable. StudentUniverse representative was able to inform ****************** that his ticket is non-refundable.
  
  Passenger called again April 21, 2023 for cancellation, StudentUniverse reiterated ticket is nonrefundable and provided other options- Date Change or credits for future travel. 
  Passenger was made aware of the fees upon rebooking, possible fare difference, and validity of travel credits, which is up to February 4, 2024. Passenger confirmed to cancel flight and get Travel Credits.
  
  On June 24, and Aug 1, passenger called to check travel credits. StudentUniverse rep offered assistance in booking even for a different route but still with EY flight. 
  
  Sept. 27, 2023, passenger called to request for refund, StudentUniverse rep advised that the ticket is nonrefundable but can assist passenger send a Special Request to ************** to file an appeal. 
  
  Unfortunately, ************** denied the Refund Request. (Please see attached email from Etihad). ************** specifically stated they cannot provide refund waiver unless reason is either: Involuntary schedule changes of the flights issued on Etihad ticket stock (terms and conditions apply), or Death cases (the official documentation is required). 
  
  StudentUniverse forwarded ************** response to passenger last September 29, 2023, and informed passenger the travel credit is still valid up to February 4, 2024. 
  
  We are saddened by **'s rejection however, StudentUniverse does not have the capability nor authority to process the refund without the waiver and approval from **************.  

  Thank  you.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I only booked one hotel reservation with StudentUniverse for my ******* trip for the hotel "**************************" on December 28, 2023 with transaction amount: $492.66. For some reason, StudentUniverse charged me twice and double booked me due to their system error. I contacted their phone line and email but they refused to refund me because of their "Non-refundable" policy even though it's their system error that overcharged me. I ended up paying $985.32 in total instead of $492.66. They kept referring me to the hotel and wanted me to ask for a written authorization for cancellation but both parties (hotel and StudentUniverse) seems to not wanting to solve the problem and referred me back and forth with no refund solution. StudentUniverse tried to solve this issue but kept stating no matter what, it's non-refundable and left me be. I am including both reservations' confirmation and invoice numbers (original booking and double booking ones): 1. Invoice number: 23361-P4DU16LHUS6 Hotel confirmation number: R4633796333 2. Invoice number: 23361-IQA51H54US7 Hotel confirmation number: R4633799409

  

  Business response

  03/10/2024

  To Whom It May ******************** style="font-size: 0.875rem;">Our logs show he only reached out to us once, 01/02/2024 and he was referred to our hotel service provider; he was unable to disclose anything, only that he had a concern with his hotel booking. Contrary to the complaint, our team does not have any record of any other calls or emails from the complainant detailing what the situation is.
  

  We've reached out to the complainant directly to resolve his concern as well as request for additional information.
  

  Customer response

  03/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Zilin

   

   

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In addition to my review of the named business, I would to add the following:Today I received from *************** the email with the price for one checked in luggage, round trip. See attachment.The price is $140 not $332 charged by Student Universe!In case the business does not refund the difference I will place the payment under dispute.PS. They should change the name! Student Universe? Come on!

  

  Business response

  02/29/2024

  The add-ons offered on our website are being managed by a third party provider to provide a more seamless and self service booking process from picking seats down to adding extra bags without the need to open another website or calling a person. Because of this, there may be a convenience fee charged on top of the actual price. Our team is actively investigating what happened during the booking process and if there's an error regarding the prices that was shown on our website. 

  Meanwhile, we are working directly with the passenger to apologize for any inconvenience and to provide an amicable resolution to his concern.

  Customer response

  03/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The business insists I should reverse my dispute requested with my bank. I do not see any reason why I should do this. In my opinion they should reverse the charge and a apply the correct amount which will be paid by 03/24/04 according to my last statement. 

  By the way, you mention that I am disputing $1055. This is not correct. I am disputing $192, the difference between the Student Universe charge of $332 and *************** invoice of $140.

  According to ***************, Student Universe canceled my payment for the luggage entirely, but it is not reflected in the bank statement. That means I have to pay for the luggage at the airport which is more convenient, $150 vs $332. What about reversing the entire charge if they did that? They get the money and I have to pay again at the airport!!!

  What kind of business is this?
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
   
  FAQ
  
  Regards,

  Grigore

   

   

  

  Business response

  03/06/2024

  We have confirmed with *************** and on their website that the passenger still has 1 piece of checked bag weighing up to 23 kg on his round-trip ticket from ********* ******* to **************. Kindly refer to the attached file. 

  Meanwhile, it has been communicated to ******* that we will be refunding the difference of $192.17. However, to prevent any potential duplication of refunds, he has the option to either retract the chargeback case, upon which we will promptly issue the refund, or our chargeback team can proceed with the dispute he initiated. Opting for the latter may necessitate additional time, as it entails waiting for the bank to initiate the chargeback process. We regret any inconvenience this situation may have caused and appreciate your understanding.

  Customer response

  03/11/2024

  [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,
  
  *************************************

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I was asked to sign an agreement for a flight credit with ****** Airlines for $791.30. StudentUniverse was the middle company that made me sign this agreement. This agreement was not honored in Sept 2023 and I was never allowed to get a flight or issued a refund. My bank cannot help me with a dispute and I was told to file a complaint with the **** I really need help. Please, please help me. I need my money back. ****** Airlines has stole $791.30 from me for a flight credit that they refuse to provide.

  

  Business response

  01/02/2024

  Dear BBB Team:

  We have reached out to the complainant (see attached file) to clarify the reason for the delay in utilizing her flight credit.

  The passenger initially filed a chargeback case against the merchant causing her open ticket to get suspended. We're working with the airline in lifting the suspended status and the passenger settled the chargeback **************** times will vary for concerns not handled in-house within the agency; Chargebacks and disputes are especially difficult due to the parties being involved in a dispute case.

  We're following up with ****** Airlines to confirm the passenger's flight credit and will update the passenger within 48 - 72 hours.

• Initial Complaint

  12/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a round trip flight ticket through StudentUniverse on December 3, 2023. The booking was confirmed, and I had arranged my plans accordingly. However, to my surprise, I discovered that the flight I booked was changed without any prior notification from StudentUniverse.The invoice number is 23337-4QAEUPK9US1, the Reservation Code on StudentUniverse is CIVETL, and for *************** is 3NE7N3.Upon contacting their customer service and enduring a lengthy wait of approximately 30 minutes, I was informed that my original ticket was canceled. I was presented with an alternative flight, which was not my **************. Given the urgent nature of my travel, I reluctantly accepted this change, as it was imperative for me to have a flight on time.Given these circumstances, I seek the following resolution:- A formal apology from StudentUniverse for the inconvenience caused.- Appropriate compensation to account for the disruption in my travel plans and the distress caused by the last-minute changes and the lack of proper communication.- Assurance that such incidents will be handled more professionally in the future, with timely communication to customers.

  

  Business response

  12/10/2023

  Hi Haoming,

  Due to the availability of seats, we're not able to secure the original flight but have provided an alternative which is good to go.

  Please accept our apology for the last minute change and rest assured that we have secured a seat for your on the alternative flights.

  One of our managers has also reached out to you via email for the compensation request. We look forward to your response.

   

  Thank you.

   

  Customer response

  12/10/2023

  [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,
  
  *******************

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi,Ive not yet received my booking. I tried to a trip on Dec 7, 2023. Ive got to the payment page for my round trip from ****** to ************** from 12.17.2023 - 12.20.2023 (Amazon prime student ticket). The webpage said the ticket is reserved for me, but while I tried to pay, the page kept loading. Ive stayed up until 5am on Dec 7, 2023 waiting to complete my order. But the web page just kept loading with no response. And eventually order was not completed. I hope I can confirm my booking with the same price that I deserve for my time and effort staying up all night refreshing the page.

  

  Business response

  12/10/2023

  Hi BBB,

  Zijia has no active reservation as the one he tried to booked failed. He was advised that the booking didn't go through last December 8.

  The sale was limited for a certain time and redemption. Unfortunately, we cannot provide the same promotion. To access the latest and active promotions, Zijia can visit our site at **********************************************.

   

  Thanks,

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I encountered an issue during the recent collaboration between Amazon Prime and Student Universe, specifically the promotion offering $25 roundtrip flight tickets for students during the holidays.I was thrilled to discover this fantastic opportunity and promptly logged into my Amazon Prime/Student Universe account to take advantage of the offer. Upon accessing the promotion and proceeding to checkout, I encountered a disheartening issue that has left me frustrated and disappointed.As I was entering my payment information, a message appeared at the top of the screen indicating that my deal was being reserved for a total of ten minutes. Trusting this information, I continued with the checkout process with the expectation that I had successfully secured the offer within the allocated time frame.To my dismay, after completing the payment process, I received a notification that all of the $25 flight tickets were sold out. This left me puzzled and disheartened, especially considering the false assurance provided by the reservation message. I have taken the precaution of screen-recording the entire transaction for your reference, although I would like to emphasize that I am unwilling to post this publicly to safeguard my payment information. I am willing to provide the screen-recording upon request.I understand that glitches and technical issues can occur, but this experience has left me feeling deceived and frustrated. As a loyal Amazon Prime member, I believe in the high standards of service that Amazon upholds and had similar, high expectations for Student Universe, as an organization that Amazon would be willing to collaborate with.I kindly request a thorough investigation into the issue, an explanation for the discrepancy between the reservation message and the actual availability of tickets, and a fair resolution to ensure customer satisfaction.

  

  Business response

  12/07/2023

  Hi ********,

  We're sorry to hear that you were not able to secure a flight during the promotion. The redemption for a $25.00 flight was limited and was subject to availability. As much as we tried to hold the booking, the flight and/or fare was no longer available when you finalized the order.

   

  Thank you.

   

  Customer response

  12/11/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello Student Universe Representative,

  I appreciate your prompt response and the additional information provided regarding the ticket availability constraints during the promotion. However, I must express my continued dissatisfaction and seek further clarification.

  The reservation message unequivocally conveyed that my deal was being reserved for a 10-minute window. This led me to believe that the ticket was secure within that timeframe. If a deal is reserved, it should logically be unavailable for other users to purchase during that period, regardless of the total number of tickets sold.

  In a scenario where the promotion had a limited quantity of, for instance, 500 tickets, and my ticket was genuinely reserved for 10 minutes, it appears contradictory that the availability of other tickets could impact the status of my reservation. It should not matter if 499 other tickets were sold. The expectation was that my reserved ticket would remain exclusively held within the specified timeframe, allowing me the reasonable opportunity to complete the purchase.

  The term 'reservation' inherently implies the exclusive holding of an item for the specified duration, releasing it only if the individual fails to complete the transaction within that timeframe. It is disconcerting that the reservation did not ensure the ticket's availability, as suggested by the message.
  I am contacting you to seek a more satisfactory resolution to this matter. I appreciate your immediate attention to this issue and anticipate a more detailed clarification and honorable resolution.

  
  Regards,

  ********

   

   

  

  Business response

  12/11/2023

  Hi ********,

  Thanks for your feedback. Our team will be taking this into consideration on how we can further improve our services to our customers. However, we cannot provide your the same promotion as the redemption was already depleted. Unless full payment is received, the fares are subject to availability and pricing changes. For more details on the booking terms and conditions, you can refer to ********************************************************************.

  We also have other on-going promotions. Please visit the "promo codes" section of our site to access them, **********************************************.

   

  Thank you.

  Customer response

  12/12/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello Student Universe Representative,

  Thank you for your prompt response and for considering my feedback. I understand your team's commitment to improving services and appreciate your efforts in this regard.

  However, I must reiterate my concern regarding the reservation message during the promotion, which indicated that my deal was being reserved for a 10-minute window. The understanding was that within that timeframe, the ticket would be secured, irrespective of the overall availability or depletion of other tickets.

  I acknowledge the booking terms and conditions outlined in the provided link, and it is clear that full payment is required for fare confirmation. Yet, the reservation message created a reasonable expectation that the ticket would be held exclusively for the specified period, allowing me the opportunity to complete the purchase.

  While I appreciate your suggestion to explore other ongoing promotions, I remain hopeful that a fair resolution can be reached regarding the original promotion. In light of the circumstances and to ensure a satisfactory resolution, I kindly request your assistance in finding an equitable resolution of equal or similar value. This would not only help address my concerns but also contribute to restoring trust and satisfaction for all parties involved.
  

  I appreciate your attention to this matter and anticipate a response that reflects a commitment to resolving this issue in a fair manner. If a resolution cannot be reached through our current communication, regrettably, I may need to explore additional avenues, including seeking further assistance from Amazon, as the other relevant party involved in the collaboration.

  Best regards,
  ********  

   

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two round-trip air tickets for a Christmas trip, one to ****** and another to *****, for my girlfriend and me. However, the day after making the booking, the company unexpectedly canceled both trips my trip to ***** and my girlfriend's trip to ****** without providing any reason. This cancellation is particularly problematic as it disrupts our plans to travel together, and we are unable to undertake these trips separately. The abrupt change has left me with non-refundable hotel bookings and other planned activities. Given the situation, I am seeking compensation of $350 for the ***** air ticket or $1000 for the non-refundable hotel expenses. The trip is supposed to start on December 17, and I am urging the company for a prompt resolution to this significant inconvenience.

  

  Business response

  12/07/2023

  Hi *****,

  
  Our system shows that you participated in our recent Amazon Prime Student members promotion and we're glad that you were able to secure tickets for you and your girlfriend for a flight to *****.

  As noted in the terms and conditions of the promo, each member is only allowed to purchase 1 flight for $25.00 and you have tried and booked multiple times.

  This Promotion entitles Amazon Prime Student Members to book and purchase one (1) flight for $25 (Promotion Price) for a discount rate of up to $500 (Discount Value) off the current retail value of the ticket on studentuniverse.com subject to availability and flight destinations (the Booking).

  Our system cancelled the rest of the bookings and retained what you agreed to keep.

  For the whole details of the terms and conditions of the promotion, please visit *************************************************************.

   

  Thank you.

*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. ↩