ComplaintsforStudentUniverse

• 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.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 11/8/23 I purchased invoice 23312-HL4OVCMRUS9 to fly three of my nieces/nephews from *** on 12/2 to ONT and returning on 12/6. After purchasing my ticket I received the attached email saying my trip was "officially booked" and the attached invoice saying the amount I paid and that my "E-tickets may take up to a week to appear... and will always appear at least 3 days before departure". I even received a reservation code for Student Universe and a separate one for Frontier (the airline they were flying on)I waited a few days but never received the tickets. We called Frontier yesterday and they said there was no booking under that reservation code. We called Student Universe and they said it looks like there was some glitch and the tickets were never actually purchased. They claimed they tried charging my card but it was declined. I called my bank and they said no charge was attempted. After most of the day on the phone with Frontier, Student Universe, and my bank I called Student Universe back. I explained that issues happen but that I had nonrefundable expenses (i.e. hotels/rental cars). The only solution they offered was to rebook the flights on their website (the same site that just let us down) at the current fare (about double the cost). I dont understand how we purchased the tickets on your site, received an email saying "Your trip is officially booked", reservation codes, and even the invoice saying "amount paid", yet the tickets were never booked. I understand things happen, but the issue came from Student Universe. I asked them to honor the booking agreement we had made on 11/8/23 but they refused to do so, which has led me to incur nonrefundable expenses.

  

  Business response

  11/29/2023

  To Whom It May ******************* booking was completed online, but the payment was not processed and an email was sent by our team confirming the same 6 hours after the booking was made (11/09). Please see attached notification. They only reached out to us on 11/27 and the fare they are trying to secure is no longer available.

  No charge was made to card provided and a notification email was sent.

  We have tried to reach out to the complainant multiple times today to help reach a favorable solution for both parties. The complainant has not answered any of our calls.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a ticket through Student Universe on August 10, 2023. Unfortunately, I was not able to fly because of a medical emergency but due to airline policy I was allowed to be issued flight credit for it for $586.99 USD. When I called Student Universe to rebook the flight, they added a $50 processing fee and $99 airline fee, and then any difference in fare. Ok, understandable. But, when I called the agent to rebook the flight and was comparing the price that I saw online live, it was different from the price he told me. He quoted me $771 for a flight that online was only $584, so I should not have had any fare difference and would only need to pay the $99 and $50 in fare fees. But the agent kept changing the price of the fare difference and converting it to and from ********** dollars. It felt very scammy and felt like he was trying to confuse me and just give him my credit card information. We went back and forth for almost 2 hours. When I pushed him harder, he told me that $10 had also been deducted from my flight credit as another fee which I don't think is actually legal. Again, it all seemed very scammy. Finally I paid $250.25 just because otherwise the flight credit would have gone to waste. In total I gave them $837.24 just for one roundtrip flight. I would not recommend StudentUniverse. I feel like they are manipulating numbers and charging hidden fees and making up prices without telling you and it's not good business practice.

  

  Business response

  11/29/2023

  We understand how it may seem confusing for a customer to see a cheaper fare online, only to be quoted a different rate when trying to change an existing ticket. Due to rules and restrictions set forth by airline companies - we are not always able to match a fare shown online to what we can change to. 
  
  For ***************** case, the booking originally purchased with StudentUniverse (StudentUniverse reservation code JPEAVW) was a basic economy fare - normally the cheapest fare offered at any given time (for a specific airline and route) but with the most restrictions. Upon her cancellation with ****** Airlines, she was advised that her ticket was non-refundable, but can be changed upon payment of ******'s "buy-out fee" of $99.00 USD to convert it to a regular economy fare, to be charged on top of any possible fare difference once she was ready to use her flight credits. When she called our contact center on the 5th of November, she was further advised of a $50.00 USD fee  - StudentUniverse' standard change fee for US Domestic flights. 
  
  During her call to our contact center on the 28th of November, our representative tried to assist her with finding the flights and fare she was looking at online but was not able to do so, as the fare she was looking at was no longer available. Further, her flight credit with ****** came with a restriction that did not allow for changing onto another basic economy fare, which was the type of fare she had her eyes on while comparing prices on our website. 
  
  ***************** request for our fee to be waived off was granted, and all she had to pay for were the fare difference and ****** Airlines' fee. This information can be verified through ****** Airlines' official website. 
  
  As this is peak travel season across the US and even more so for international travel, it is with regret that StudentUniverse cannot always provide the cheapest tickets to purchase or change to, and can only hope for ***************** understanding on the matter.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 27, I spent $439.28 to book a hotel on StudentUniverse, but I wasn't able to arrive there on the day. So, I informed the hotel that I would check-in a day later, which they agreed to. However, when I arrived at the hotel the next day, they told me that my booking had been canceled, as StudentUniverse defaults a delayed check-in to a cancellation of the booking. As a result, I had to pay additional charges for the hotel, and I applied for a refund. However, two months have passed and I still haven't received the refund.

  

  Business response

  07/25/2023

  Hi BBB,

  ****** reached out to the hotel directly for the late check in. Studentuniverse was not made aware of the adjustment and only found out about the request when he contacted us last June to follow up on his refund. We are following up on his refund request but will be subject to the hotel's approval.

  Studentuniverse doesn't cancel the booking if the guest won't arrive on the check-in date. However, per policy the reservation is non-refundable if the guest will not arrive or cancel on the check-in date. Since there was a prior agreement between ****** and the hotel, we'll continue pursuing his refund and keep him posted.

   

  Thanks,

   

• Initial Complaint

  07/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 5th I have paid for a airfare ticket to be commenced on August 2nd, one-way from ******* to ******. My bank has deducted the full amount from my debit card ($605 USD), but I have not yet received any e-ticket. The StudentUniverse support keeps stalling and saying it will be another ***** hours while not giving an answer whether the purchase is valid or not.I file this complaint because I have reasons to assume StudentUniverse does not plan to honor my purchase. They have provided me with a reservation code which yet shows nothing on the carrier's website.I am willing to show screenshots proving my purchase.

  

  Business response

  07/09/2023

  Hi BBB,
  
  We apologize for any delay.
  
  The flight reservation has been queued on our system upon purchase and has now been ticketed. An email confirmation has been sent to the passenger. Thank you.

  Customer response

  07/09/2023

  [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

  06/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased two tickets round trip to ****** for 1/9-1/18 on May 5 and I tried cancelling within 24 hours and they kept hanging up on me. I emailed them and of course they emailed me about a week later apologizing for the late response. They said they couldnt do anything about it and hung up. I paid ***** for tickets Im not going to be able to use and tried canceling but they just said sorry theres nothing we can do. I cant lose that much money, Im a student and my husband is the only one working. This was supposed to be an anniversary trip for me.

  

  Business response

  06/28/2023

  All calls to our contact center are logged, even ones that get disconnected before it was routed to our call queue. Our team reviewed calls from both phone numbers provided by the complainant, starting from May 01 2023. No call was made within 24 hours from booking. We started receiving calls for this booking on May 15th. All calls to our center was answered within 90 seconds except for 2 calls: 1 call on 06/18, where the caller disconnected after 1 second and 1 call on 06/25 disconnected by the caller before it was even in our call queue.

  We've reached out to the passenger's yesterday with a summary of their interaction with us. They've booked a Basic Economy ticket that's non-refundable/non-changeable and now they are requesting to make a change. The agency does not have the capability to override fare rules by the airline. 

  We've offered to follow up with the airline for them as courtesy; we have not received a response from the passengers.

  Customer response

  06/29/2023

  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 # ********. Thats not true. I even contacted student universe through ******** My husband also called trying to get something fixed and the person was extremely rude and condescending stating if they should put it in laymans terms for him because he was telling him that he wanted at least credit for the lost tickets. You didnt have to talk to him as if hes uneducated or stupid. He got snappy with him and had a very combative unprofessional attitude. We never got the option for this company to speak to the airline ever. They just told us nothing can be done in their part ans were out $1666. They have a reputation of doing this kind of thing, I wish I wouldve read the horrible reviews that they have in different social media platforms. Have cost people over ****** in some cases.  Please add your rejection comments below; if you do not provide any details, 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

  07/05/2023

  All calls, email interaction, social interaction (even through ******** are available for us to check. We have checked all our resources and the complainants did not reach out to us within 24 hours from booking (as stated on their initial complaint).

  Our ***************** Team and Supervisor reviewed their calls and none of our agents displayed rudeness; we were explaining, in the best way we can that they have purchased a Basic Economy ticket; this is a restrictive fare that does not allow changes or cancellations. The complainants have claimed to have received an exception from the airline involved to make changes, we called the airline and they could not see any exception on record. To assist the complainants in further pursuing their case with the airline, we requested any written documentation, but we have not received a response from them.

  While we're sympathetic to the fact that they're unable to make a change, the agency does not have the authority to override fare rules and process a refund/change towards a ticket that is non-refundable and non-changeable. This is the same information we relayed in all our calls. 

  See attached email summary.

  Customer response

  07/06/2023

  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. 
  Theyre very unprofessional and rude. Every single thing Ive said you have said is not true. Everything. This company has zero people skills or any respect or care for their customers. Your main objective is just for us to lose money and once you have our money its over and theres no chance of getting it back if anything happens. Ive read the reviews online and I have experienced myself. Very unprofessional and dismissive and even gaslighting. I did talk to someone on ******* and other social media platforms. This company is a joke and should be shut down or looked into. There are thousands and thousands of complaints on this site and how incompetent and unprofessional they are and has zero credibility and doesnt do what they claim they will. I dont need for you to feel sympathetic. ******************************************************************* an empty sorry, theres nothing we can do yes there is. You need to make it right and at least give me credit bc you wont give me my money back. Im not just going to let **** go down the drain and call it a day over some sketchy, unprofessional company that was rude and disrespectful. I dont care what you claim I am the one that was there and saw heard it happening. The person on the other end was combative, had a ***** attitude and was unprofessional 

  
  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,

  ********

   

   

• Initial Complaint

  06/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Timeline Purchased tickets on website on April 30, 2023 Order officially booked on April 30 Student universe Reservation code GWDKFU Japan Airlines Reservation Code 49XGUF Invoice Number 23120-TFNBZZBUS8 Business Class *** to *** Roundtrip Depart 7/4/23, return 7/24/23 Total $4485.88 2 Business class tickets on Japan Airline Receive Itinerary on May 03, 2023 Tickets are economy class level Q May 17,2023 contact student universe about receipt and itinerary classes not matching May 19, 2023 Problem is kicked to Web operations team May 27, 2023 They determine it changed class when added to cart with an adjusted price and a pop-up. Regrettably my booking has been finalizedI maintain my receipts all state business class.May 30, 2023 Senior Operations Manager Issues apology for confusion and the solution is to fix my flight itinerary to reflect economy class.I counteroffer to either provide business class tickets or compensate Fair market value difference of economy level ********* and what i paid.May 31, 2023 My offers are rejected. Now I seek other paths to correct this Bait and Switch.

  

  Business response

  06/09/2023

  BBB

   

  We have contacted ***** directly and issued his requested compensation, $2500.00.

  Thank you.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a ticket with student universe, for silver airways for a flight . I got to the airport and silver airways advised they couldnt find my reservation. I was advised because it was a 3rd party reservation I had to call customer service . I was unable to get them, after 1 , 3 hr long holds . I student universe - who issued the ticket and they advised there was no issue on their end. I was advised they would call silver and Id get a call back within the hour and a supervisor would call me . I never got a call back. I had to call back again, and spoke with ****. He advised that airline marked me as a no show , and they would be calling silver . No one called me back, and every time I call its we cant get in contact with silver so their is nothing we can do, where I know that is false, and student universe has been able to move/ cancel/ refund flights in the past. I am requesting a full refund for this flight the customer service is worse than poor , and receiving the run around and lack of support is unacceptable . The better thing to do would have been tAs this is my first step as a formal complaint before I take legal matters.

  

  Business response

  05/31/2023

  Hi BBB,

   

  When Studentuniverse received Lindcy's call, it was already at 5:03pm of May 25, 2023 and her flight was scheduled at 8 in the morning of the same day. The ticket was already tagged as no-show and per fare rules, has no value. We reached out to the airline's customer relations as to why the counter was not able to find ******'s ticket but were not able to get an update.

  On May 26, 2023, one of our supervisors spoke with ******. An agreement was reached to purchase a new ticket and split the cost while Studentuniverse is waiting for *************** update. As of writing, the airline has not responded to our query and we are following up with the request.

  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. ↩