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:03/22/2025

  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.

  Purchased 3 plane tickets from Student Universe from ***********, ** to ******, ** from June 10-June 16 for $4,820.97. I created an account in order to log in and view the details of the flight and update any information. I recieved an email in February saying our flights had been changed. When I tried to login to the website, there was no place to login. I called customer service; they informed me that ********************** is no longer just for students, anyone can purchase tickets. They also told me there are no more accounts, and there is not way for me to view any information. Since then, I've been calling frequently, requesting a refund. Each time they say I am eligible for a refund, but they tell me to wait ***** hours to recieve an email. I never get any follow up emails. I just keep calling, and told the same thing: I have to wait. I was promised a refund from StudentUniverse; they are not upholding that promise, nor are they offering any customer service.

  

  Business Response

  Date: 03/23/2025

  Hi, 

  Regarding this booking, we had reached out to the airline on 3 occasions but are yet to receive a response. The emails were sent to the airline on the 14th, 16th, and 22nd of March. The reason we require a response before we can process the refund is that they need to give us a waiver code to ensure the refund the passenger is given is in full and not with penalties taken out. 

  I can assure all involved that as soon as we get the waiver for this booking we will have this processed as soon as possible. Unfortunately as an agent only here we are reliant on the airlines and a delay on their side delays the whole process. 

  We will continue to be here for the passenger to provide any updates or answer and questions they have. We have explained this all to them in a call on the 23rd of March as below.
  
  ****RECEIVED CALL****
  Caller:******* ***** ******
  Can this be VOIDED/Intercepted? Y/N
  Concern: The passenger has contacted us to follow up on their refund request. They have called multiple times and are requesting that the refund be processed today, as it has been pending for some time.
  
  Resolution: Educated the passenger that, while we want to assist, there is no update yet from the airline regarding her concern.
  Explained that the concern has already been raised with the airline, and we are awaiting their response.
  Passenger expressed disappointment about the delay and reiterated their desire to receive the refund as soon as possible.
  Reiterated that we cannot take further action until we receive an update or approval from the airline.
  Passenger agreed but stated they will continue calling until the refund is processed.
  Provided empathy and understanding to the passenger.
  Passenger understood the situation but emphasized they will call again for updates.
  No further concerns.
  End of call (EOC).
  
  
  Please let me know if I can provide any further info. 

  Kind regards, 
  ****

   

• Initial Complaint

  Date:03/18/2025

  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.

  On Feb 14th 2025 I bought 3 airline tickets from studentuniverse.com (SU) from ***-****** which included baggage and selected seats, for an additional $150. When ***************** issued me the ticket it didn't include the seats or baggage. AA told me that I had to resolve this is through SU. I have tried to call them at least 8-10 times trying to get this resolved. They promise me confirmation emails that they will reimburse me, fix the tickets, etc but nothing has been done and I only received one email from them and it was on 3/8. I keep calling and getting excuses why I can't talk to a manger or supervisor. I have been desperately trying to escalate this situation as the flights are getting booked and the seats I bought, im told are gone now. I have tried so many times to call and email but they haven't done a single thing for me. I am supposed to be planning my daughter's graduation celebration but instead im in h*** trying to fix this. I did everything I am supposed to and can do and am out of options. I want my three tickets to ****** with baggage and seats that I paid for in full!

  

  Business Response

  Date: 03/18/2025

  We would like to clarify that the seating issue has already been resolved, and the refund for the funds initially taken for seat selection has been processed.
  Upon reviewing the booking, we can confirm that baggage was included in the original purchase. We sincerely apologize for any confusion regarding this matter. As a goodwill gesture, we will honor the baggage as originally purchased. However, we are unable to amend the ticket at this stage.
  To resolve this, the passenger will need to pay for baggage at the airport and retain the receipt. Once the flight has been taken, they must email us a copy of the receipt and follow up with a call to ensure we have received it. Upon confirmation, we will authorize a refund for the baggage fee.
  Please let us know if you require any further clarification.

  Customer Answer

  Date: 03/19/2025

  [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 wanted to add that they refunded the $150 dollars for the seats that I selected but those seats are no longer available now and the ones that are are much more expensive. they also did so without an email or anything asking if this is the route I wanted to go. they just refunded 150 and then want to send me on my way. This company is horrendous with emails so I plan to use this report as confirmation that they will reimburse me for the bags that I check when and I go on the the trip to ****** and back to ** again for me and my two children that are listed on the tickets, as well. I don't trust this company as far as I can throw them still and never plan to use them again. 
  
  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

  Date:03/16/2025

  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.

  This ticket was canceled because the airline had a issue with the aircraft and the flight was canceled. I have been waiting to get a refund to the original payment method of credit card but the agency keeps asking for my bank account which I don't feel comfortable providing. According to *** rules, the agency is supposed to refund the original payment method within 7 days and it's been over 2 months now. I would like to get the refund of $448 asap.

  

  Business Response

  Date: 03/18/2025

  Due to a transition in our payment processing system, we no longer have access to the original payment method and have moved to Adyen for all transactions. As a result, we are unable to process the refund back to the customers credit card. The only available method for issuing the refund is via bank transfer.
  We have informed the customer of this requirement and are awaiting their bank details to proceed. Unfortunately, without this information, we have no way to complete the refund.

  Customer Answer

  Date: 03/19/2025

  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. 

  I Don't feel safe providing my bank details for a refund and I've asked for a check to be mailed instead but they haven't given me any other option. They are persistent on getting my bank details which is very suspicious. There should be other option other than just bank details. Prepaid gift card, or check, anything other than asking for my bank details. 

  [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,

  ******

   

   

  

  Business Response

  Date: 03/27/2025

  Hi, 

  While it is correct we are to give this refund in a reasonable timeframe (it is the airline that has 7 days) at this time we have no where to send the refund to. Unfortunately we are unable to perform any other refund for this booking than a bank transfer. I can understand your hesitancy in sending details, what we have recommended in the past is to put these details in a password protected document and email it to us. You can then tell us the password via a different email or via a phone call to ensure security. 

  Kind regards, ****

• Initial Complaint

  Date:03/03/2025

  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.

  I purchased two flight tickets on February 15th, 2025, which included checked baggagea key factor in my decision to choose these flights. My friend and I are graduating college this year and, as part of our celebration, were on a tight travel budget, so this was a gift to ourselves. My initial booking confirmation clearly showed that checked baggage was included with the tickets. However, the following day, I received an updated version of the tickets stating that baggage is not included. This change has caused a significant issue, as one of the main reasons I selected these flights was because of the baggage inclusion, unlike other options available. I reached out to Student Universe on the day I received the updated confirmation, but unfortunately, I have not received any helpful assistance in resolving this matter. I would greatly appreciate your help in looking into this and providing a solution as soon as possible.

  

  Business Response

  Date: 03/10/2025

  We sincerely apologize for the inconvenience caused to the customer regarding their baggage inclusion. We understand the frustration this has caused and appreciate the opportunity to resolve the matter.
  To honor the baggage as originally booked, we will reimburse the customer for the cost. We have requested that they email us a copy of the baggage receipt once payment is made at the airport.

  We ask for a follow up with a call to confirm receipt. Once verified, we will proceed with authorizing the refund.
  We appreciate your assistance in addressing this matter and regret any disruption this issue has caused the customer. Please let us know if you require any further information.

  Customer Answer

  Date: 03/12/2025

  [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

  Date:02/27/2025

  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.

  On February 19, 2025, I booked a flight through StudentUniverse with ***************** for $667.97. My booking confirmation clearly stated that a 23kg checked baggage allowance was included in my fare. However, when I received my e-ticket, it showed no checked baggage, contradicting the details provided at the time of purchase. Since baggage inclusion was a key factor in my booking decision, this discrepancy is misleading. I contacted StudentUniverse to resolve the issue, but they claimed that the baggage information on my itinerary was an "automated notification" error and refused to take responsibility, stating that I would need to pay for baggage separately. This amounts to false advertising or a booking system error that they have failed to address. If I had known baggage was not included, I would have considered other booking options.

  

  Business Response

  Date: 03/02/2025

  We sincerely apologize for the confusion and frustration caused by the discrepancy in the baggage allowance. We understand that baggage inclusion was a key factor in the booking decision, and we want to make this right.
  As per the original invoice sent at the time of purchase, we will honor the 23kg checked baggage allowance and ensure this is corrected as soon as possible. Our team is actively working on resolving this, and we will provide an update once it has been fixed.
  Thank you for bringing this to our attention, and we appreciate your patience while we sort this out.

  Customer Answer

  Date: 03/06/2025

  [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,
  
  Ifeoluwaposimi Ogunbanjo

• Initial Complaint

  Date:02/26/2025

  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.

  Good Afternoon,I am reaching out because I am struggling to secure a refund for a ticket I bought through Student Universe that they canceled. After I initially purchased a ticket from *** to ****** in November 2024, they sent me an email that they had canceled my ticket and I should repurchase it because there was a cheaper flight. They also refunded my money at that point. I did purchase the cheaper ticket, but on November 19th, a double charge (for two tickets) appeared on my account. I called **********************, and one charge was immediately reversed on November 20th. Subsequently, I received another email and refund saying to repurchase the ticket for a better ******** this point, I decided I did not want to risk the continued cancellations, and I chose to purchase a ticket directly through the airline. Student Universe had refunded all of my money, and I thought I was all set. I traveled to ****** and returned to ***************** on January 15th, but on January 21, 2025, a new charge for the original ticket appeared on my account. I have since called on 1/24/2025, 1/31/2025, 2/24/25, and 2/26/2025 with no resolution to the issue. I am being told either that I was not eligible for a refund or that they needed to have someone else look at it.I am simply looking to have the January 21, 2025 payment returned to me as Student Universe canceled my ticket and I did not end up flying through them.Thank you,******** *******

  

  Business Response

  Date: 03/04/2025

  We have reviewed the details of this case and can confirm that a successful payment was made on November 17, and the ticket was issued accordingly. As the flight was scheduled for departure in December and the passenger did not travel, they have now been marked as a no-show.
  We can see that there are two separate bookings under different references. To proceed with further verification, we kindly ask the passenger to provide any correspondence from us advising cancellation. This will help us cross-check the information and confirm whether any additional refunds are due.
  At this stage, based on our records, it does not appear that further refunds are owed. However, we will open an investigation to ensure accuracy. Please let us know if there is any additional information available.

• Initial Complaint

  Date:02/25/2025

  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.

  Student Universe has failed to refund my money for airline tickets purchased and canceled on 1/25/2025. They have continued to say that it is processing. As of February 11, 2025, the informed that it would be no longer than 7-10 business and to call back on 2/25/2025. They would escalate the situation which has not happened. It has been over 1 month still the flight was cancelled with no refund. I think they should pay interest for holding money from a college student. Princess was the supervisor that I talked to on 2/11/2025 and said she would follow up with a call or email if no refund happened by 2/24/25. She failed to follow up. Today, I was on the phone for over 60 minutes for a recap of refund with no additional information. This is unacceptable.

  

  Business Response

  Date: 03/02/2025

  We would like to confirm that the refund for this booking was successfully processed on February 26, 2025. Additionally, as a gesture of goodwill, we waived cancellation fees for the customer.
  As the refund has been completed and the matter resolved, we now consider this case closed. Please let us know if you require any further clarification.

• Initial Complaint

  Date:02/16/2025

  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.

  On December 2, 2024, I purchased a flight through StudentUniverse, paying $894.99. Due to unforeseen circumstances, I needed to modify my flight. Their website stated that changes were possible for an additional fee, and I was fully prepared to cover any extra charges. However, despite multiple attempts to contact StudentUniverse customer service, I was unable to receive any assistance. After researching online, I discovered that I am not the only customer who has faced this issue.I made several calls to their customer support line but struggled to reach a representative. When I finally connected with an agent and explained my situation, the agent sounded annoyed and dismissive. After I provided my booking details, the agent abruptly ended the call without any resolution or explanation. I immediately attempted to call back multiple times, but my calls were ignored or left unanswered.This experience has not only caused me financial hardship but also an immense amount of stress. As a student, every dollar counts, and losing nearly $900 due to a companys negligence is devastating. I had placed my trust in StudentUniverse, believing it to be a business that prioritizes students, only to be met with indifference and ******************** a direct result of their lack of communication and support, I was unable to modify my booking or take my originally scheduled flight. I believe this constitutes unfair business practices and a failure to provide the services promised at the time of **************** Information:Date of Booking: December 2, 2024 Invoice Number: 24335-IHW32JU3US2 Reservation Code: UHOMHU Airline Reservation Code: N6YL20 Passenger Name: ***** *******

  

  Business Response

  Date: 02/23/2025

  After reviewing the booking details, we can confirm that the airlines fare rules allow changes for a fee, subject to availability and any applicable fare differences. However, we would like to note that while changes may be permitted, this does not guarantee availability for the requested travel dates. Given that this booking was for travel during the busy Christmas period, seat availability may have been limited, and we might not have been able to accommodate the requested change regardless.
  
  We regret that the customer experienced difficulties reaching our support team and acknowledge the frustration this may have caused. To assess this matter further, we kindly request additional details from the customer. Specifically, we would like confirmation of whether an alternative flight was booked. If Mr. ******* proceeded with purchasing a replacement ticket, we ask that he provide a copy of the booking confirmation or receipt. This will allow us to determine if any further review or consideration can be provided in line with our policies.

  If no replacement ticket was purchased, we ask for the travel dates that the customer was intending to change to.
  
  We remain committed to assisting the customer in resolving this matter fairly.

• Initial Complaint

  Date:02/15/2025

  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.

  I purchased a flight on January 24th, 2025. I purchased these tickets because it came with checked-luggage. On the order confirmation, it shows that I had checked-luggage included. Then, an email with the itinerary was sent minutes after showing that no checked-luggage was included despite me buying the flight due to its checked luggage, and the confirmation email showing that it came with it as well. When I arrived to the airport, they said I needed to contact Student Universe regarding the issue, but that I still had to pay upfront for the bags. I have sent 2 separate complaints to customer service and have gotten no response. I have invoices and everything, but I still have not gotten this resolved.

  

  Business Response

  Date: 02/18/2025

  We sincerely apologize for overlooking this issue. If the passenger can kindly provide us with copies of the receipts for the additional baggage fees they had to pay, we will process the reimbursement as soon as possible.

  Please have the customer submit the receipts at their earliest convenience, and we will ensure this is resolved promptly.
  
  If itemised copies aren't available, can you please confirm the reimbursement amount of $109.55 is correct?

  
  

  Customer Answer

  Date: 02/20/2025

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

  Customer Answer

  Date: 03/10/2025

  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. 

  Good afternoon, I hope you are doing well. I am just emailing because I still have not received the reimbursement from Student Universe for my bags. I don't know how long it takes, but it has been over two weeks since I sent the confirmation response back to them.
  
  Best,
  ***** ******** 

  

  Business Response

  Date: 03/10/2025

  We previously advised that we would reimburse the customer for the baggage fees they had to pay at the airport. However, despite our requests for an itemized receipt, we have not yet received one. In our most recent communication, we also sought confirmation of the refund amount the customer was requesting, but we have not received a response.
  Based on the screenshots provided, it appears that the correct baggage cost is $109.55. Please confirm this amount in writing so we can proceed with authorizing the refund.
  We appreciate your assistance in resolving this matter.

  Customer Answer

  Date: 03/10/2025

  I confirm that the correct amount is $109.55. I do not have the itemized anymore because I misplaced them, but that's why I sent in the screenshots of the charges.

  
  Regards,
  
  ***** ********

  Customer Answer

  Date: 04/13/2025

  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. 

  Good afternoon, I am reaching out once again for the reimbursement that Student Universe was supposed to provide for me. The message was read on March 10th, and I have still gotten no reimbursement on my credit card. I am very upset because I keep having to reach out over this. I confirmed the amount like they ask, and they still have not provided any compensation. This is completely unacceptable from any company that I have to continuously fight for something that was originally promised to me. If the reimbursement is taking a little long to send, then that is fine, but I really don't think that is the case.

  
  

  Best,

  
  

  ***** ********

   

   

  

  Business Response

  Date: 04/15/2025

  Our system shows that the refund has been successfully finalized.
  
  
  We kindly recommend that the customer checks the balance of the card used for the original payment, as the funds should now be reflected there.
  
  A refund letter from our financial institution is also attached in the hope that this will help the customer locate the funds. 

• Initial Complaint

  Date:02/13/2025

  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.

  I first purchased tickets for a ****** vacation for my family. I incidentally selected a later flight than desired when I attempted to contact them They advised it would be an additional $600 per passenger and I advised I could still see the earlier flight available on their website. I was advised the price displayed was for new bookings only and if I changed it would be around $2400 additional to the $1600 for my original purchase price. That was my first issue. Now being a student I had an exam change so I applied for a refund as my tickets were refundable per my confirmation email. I then received an email stating my tickets were non refundable when I still have my flight itinerary stating they are. If refunded Student Universe will only refund the value of the flight which is ******* per the form they had me fill out. So either way i am out $500 if not the whole $1600. Not to mention every time I called for assistance it was extremely difficult. First *** took several minutes to verify my identity then I had to go to class which I advised I would need to call back. He asked me if I could just stay on the phone. No I cant and being studentuniverse you should not be suggesting students be distracted during educational time. The second *** could not find me due to a communication issue. Neither of us were understanding each other as the accent was very heavy I politely asked to be sent to another *** and was told if I cant find you no one else can well the last *** did just fine. I will never purchase tickets from this site again. I also will never recommend to a fellow student whose is already financially in a hard place. They literally do not stand by claims.

  

  Business Response

  Date: 02/18/2025

  Regarding this complaint, the customer agreed to the terms and conditions of the booking at the time of purchase. The booking was confirmed under these terms, and any changes after the fact are subject to applicable fees.
  Additionally, the customer purchased an ancillary product called Refund Protect. However, purchasing Refund Protect does not automatically make the ticket refundable. Refunds under this coverage are only applicable if the request meets Refund Protects specific terms and conditions. Importantly, Refund Protect does not cover refunds for mistakenly selecting the wrong flight at the time of booking.
  As per Refund Protects terms and conditions (found at **************************************), "Changes to Examination Dates" is considered a refundable reason. However, the passenger must submit the required evidence, which includes a notice from the examination body, school, college, or university confirming the change of date to Refund Protect who will oversee their application. Without this documentation, a refund request under this reason cannot be processed.
  We have been transparent about the fare rules and refund policies associated with this booking, and any claims suggesting otherwise are inaccurate. Please let us know if you require any further clarification.