ComplaintsforStudentUniverse

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I would like to file a complaint concerning a flight rescheduling after cancellation by the airline. I am studying abroad, and booked a two way flight from my home state to ***** where I am studying. I booked these flights in January, and originally, my flight home was directly from ****** to my home state. About two weeks ago, a month away from my departure, the flight was cancelled. I connected with the airline to book a new flight home. During this phone call, I was given only two options, both undesirable and less direct than the flight I had originally booked and paid for. I accepted the second option because the first required that I stay in ******** for 2 nights, which was not possible. The issue is that now, Ive found a better flight that is direct and much less time consuming. I was not informed that this flight existed, and it was not given to me as an option when I initially spoke with a representative. Now because I had accepted the change, they will not allow me to change to the flight I have found because they are marking it as a voluntary change. I feel as though this is not professional, and unfair considering I had not been told of all my available options. Both times Ive called customer service, theyve essentially said thats too bad.I would like my flight to be changed.The reservation code is SOIRKE.

  

  Business response

  05/10/2023

  Dear BBB:

  Our team contacted American Airlines and provided an exception to reschedule her current flight to *******'s preferred flight time. We have settled this directly with the passenger and this should be all set.

• Initial Complaint

  05/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a flight through Student Universe and it was booked on frontier airlines. I booked a round trip they claim they booked it as a round trip. Frontier had it booked as 3 one way flights. This way I had to pay for 3 bag check fees. Frontier wouldnt transfer my bag from the initial flight to the next being as it wasnt booked as a round trip. Student Universe said they cant do anything and they booked it one way and Frontier decides what tickets get issued. There is no disclaimer on their website about this or anything warning you that your flight may not book for what you paid for. I want a refund for my purchase from them.Ticket # **************.

  

  Business response

  05/09/2023

  Hi BBB

  When *** purchase the flights online, they were all booked in one reservation as a round trip fare. ******** Airlines even returned 1 ticket number only.

  We have confirmed that the refund was already processed to the original form of payments. 

  Please see the attached document for the transactions.

  Thank you.

  Customer response

  05/12/2023

  [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

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 05, 2023, I received a confirmation letter from *************** confirming my refund. It has been 18 business days (total of 25 days as of today April 30, 2023) since Student Universe sent me the confirmation of my cancelled *************** ticket (*******-******: JCLRRZ), which I had cancelled within the airline's 24-hour policy, amounting to $806.94. *************** informed me that they will refund my ticket when I spoke to one of the agents on live chat on my first attempt, and despite my other attempts to contact them again regarding this issue, their agent directed me to the third-party site, StudentUniverse which, where I purchased the ticket from and every time, I call StudentUniverse they direct me to *************** (vice-versa). However, when I got in touch with the chargeback specialist at StudentUniverse, she claims that they are still waiting for *************** to process the refund. As a result, I am uncertain whether *************** has refunded my money to StudentUniverse, as I was supposed to receive the refund within **** business days as per the rules set by *************** and the *******************************. (I paid for the ticket using my credit card, which makes me eligible for a prompt refund.) the ********************************* has a rule that says airlines, travel agents and online travel agencies must refund your purchase within seven business days if you paid by credit card and within 20 days if you paid by cash or check. ******************************************************************************* I attempted to file a dispute with my bank for the charge of $806.94 after I had cancelled my flight booking immediately. The bank reversed the charge back to my account, but the original payment I made for the flight was still showing as outstanding. Soon after, I received an email from StudentUniverse informing me that I needed to make the payment again because I had filed a dispute. However, I had already submitted my dispute cancellation form from Chase to StudentUniverse. When I contacted my bank, they confirmed that the money was sent to the merchant and posted on April 12th (which my bank said would take ***** hours to reflect on the merchants end). Despite this, StudentUniverse claims that they have not received the money. I have attached my cancellation form and my bank can verify this as well. In this case, they informed me that they wouldnt be giving me a refund anymore because my bank has already given me that credit which is not true as you can see in these statements that I am still charged for my original payment and should be refunded since I cancelled my flight in the 24 hour policy and I cancelled the dispute from my bank and sent them the letter. Initially, I had no intention of lodging a complaint against Student Universe because I have been using them for over 5 years now since I had started college in 2017, but I have recently noticed that they have been providing misleading information on their website. When I purchased the ticket from ***************, I opted for a luggage allowance as my ticket was under the Economy class and not the Basic Economy class. Consequently, I paid the additional fee for the luggage. However, when I received the itinerary, it showed that I had zero baggage allowance, which is highly deceptive. I was confident that I had purchased the luggage allowance along with my ticket, along with the 24-hour cancellation protection. My Reservation code for this flight is JCLRRZ which is from *******-******.Another situation that I did not raise a complaint about was my flight from ****** to *******, Reservation code: KMQFJZ, where American Airlines credited my account with $315.00. (Ive attached the credit confirmation email here from StudentUniverse) However, they did not inform me that the credit would expire in a year, nor that I had to use it before the expiration date. (They didnt inform me on the phone or in this email I received from them) Unfortunately, I was not aware of this and only found out when I spoke to StudentUniverse last month to book an international flight. They informed me that the credit had already expired although I had cancelled this flight in September of 2022 and it hasnt even been a year yet, and they said I could not use it anymore as well as they told me I wasnt able to book that for an international flight only domestic which doesnt make sense because it was originally an international one-way flight. Although I did not initially file a complaint about this issue, I now realize that I had several complaints that I held back against this company. It seems that they are not upfront with their customers and provide a lot of misleading information on their website, which is a violation of the Air Consumer Privacy policy. The policy defines a practice as "deceptive" if it is likely to mislead a consumer about a material matter, which could affect their decision or conduct regarding a product or service and this is exactly what they are doing to their loyal customers. (*******************************************************************************) This is unacceptable case of misinformation and fraud. Rules seems to be arbitrary, and they will say whatever benefits them over the phone because of these multiple treatments of misinformation, I am requesting a full refund of $806.94 as well as the $315.99 for the travel voucher that I wasnt able to use.Based on the information I provided, StudentUniverse may have violated the Air Consumer Privacy regulations by not providing clear information about the expiration date of the travel voucher and the baggage fees that I had purchased but were not included in the ticket. Additionally, there may be a violation of the *********************************'s rule that requires airlines, travel agents, and online travel agencies to provide prompt refunds to customers who paid by credit card within seven business days.

  

  Business response

  05/03/2023

  To Whom It May ********************* find attached document for the agency's response.

  A member of our team will reach out to the complainant directly as well.

  Customer response

  05/03/2023

  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. 

  First of all, thank you for your recent response regarding my refund request for my previous flight from ****** to ******* (Reservation Code: KMQFJZ).

  As for my other flight, Reservation Code: B2B4RRGK9, I must respectfully disagree with your assertion that no reversal has been made. As I mentioned in my previous email, I have confirmed with my bank that they have indeed cancelled the dispute and released the funds to the merchant, which in this case is StudentUniverse. I have also provided you with a copy of the dispute cancellation form as evidence. (Attached in this message)
  
  While I understand that there may be some delay in posting times, but my bank has confirmed that the funds have been released to the merchant back on April 12th. I urge you to contact your bank to confirm this and to release the funds to my account as soon as possible. As a paying customer, I believe I am entitled to a prompt refund once the necessary documentation has been provided.
  
  Under the ******************************* regulations, airlines are required to promptly refund the ticket price to the original form of payment in the event of a cancelled flight or significant schedule change, regardless of whether the ticket was purchased directly from the airline or through a third-party booking agency. Additionally, under the Fair Credit Billing Act, consumers have the right to dispute unauthorized or incorrect charges on their credit card statement and to receive a prompt investigation and resolution of the dispute.
  
  I also wish to highlight that your company is in violation of the Electronic Funds Transfer Act (EFTA) and Regulation E by withholding my refund from *************** despite having the necessary documentation to release the funds. As per EFTA and Regulation E, consumers have the right to prompt refunds for unauthorized or erroneous transactions. By not releasing my refund despite having the dispute cancellation form from my bank, your company is engaging in unfair and deceptive practices that violate the FTC's regulations regarding unfair or deceptive business practices.
  
  In light of these issues, I urge you to promptly release my refund from *************** in accordance with EFTA and Regulation E. 

  
  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,

  Jomaica

   

   

  

  Business response

  05/04/2023

  Hi BBB,

   

  We have issued the full refund of $806.94 to the customer's card on file. An email was sent to her informing such, please see the attachment.

   

  Thanks

  Customer response

  05/08/2023

  [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,
  
  Jomaica Lei

• Initial Complaint

  04/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  One of the flights in my trip was cancelled by the airline and the airline sent an email to student universe saying they will refund that sector once the tickets have been used. That was back in December and am still waiting for the refund. My parents were on the same flight but a different travel agency and have received their refund months ago. Worth $400 AUD. Have called student universe over 10 times on the issue and have gotten no clear answer just saying its pending and should be soon. Took matters into my own hands and called the airline and they said they havent even been contacted by student universe and that they would look into it. Also called numerous times and nothing has happened.

  

  Business response

  05/01/2023

  Hi BBB

  As of now, Studentuniverse has not received any refunds from the airline but continues to monitor the request.

  While we wait for the airline's update, Studentuniverse has issued a refund of $406.00 to the card on file to avoid further delays.

   

  Thank you.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction date 4/12/2023 StudentUniverse reservation code: BJBASK Invoice: 23102-HKMBQD0RUS5 I needed to book flights to ****** from ****** for school. StudentUniverse showed a cheaper alternative to roundtrip booking, so I booked a one way to ****** with StudentUniverse, $540.34 after fees, taxes, and insurance.I immediately noticed that my booking had an error. My first name (***********************) was misspelled (***********************). Minutes after booking, I reached out about the error to have it fixed. I did not hear back until the next day, a couple hours before 24-hr of booking. On the phone with StudentUniverse service agents for over an hour, I was told there was nothing StudentUniverse could do but cancel and rebook. With fare changes, this would cost me an additional $100. Despite the fact that the airlines associated with my booking offered free name rectification within 24 hours, as well as within a few hours of the flights, the service agent insisted on cancelling my booking, even though I insisted on taking the risk and handling the issue with the airlines myself. They pushed to move forward with the canceling with the suggestion that Id have little to worry about finding a fare equal in price. After cancelling, I was charged a service fee that they claimed was a non-refundable fee from the original booking. The charge, however, came after the cancellation. After leaving a review of my experience, another StudentUniverse rep reached out to refund the charge, but said I was wrong about their approach to the problem and the non-refundable service fee. After telling them I would not change my review, they offered $30 off my next StudentUniverse booking. I have not been able to find anything less than $100 than what I originally paid. That $30 wouldnt even cover insurance (which has proven useless). I moved forward with StudentUniverse to book with the $30 off, except it was nowhere to be found. I feel lied to and stressed to find a flight.

  

  Business response

  04/30/2023

  Dear BBB:
  
  The ticket booked involves another airlines which would complicate the name correction procedure even if it is just by a few letters. Since the ticket was still within 24 hours from the time of purchase, cancelling the ticket and getting a full refund would be the most favorable solution at the time rather than forfeiting the ticket due to an incorrect name. We empathize with ******'s predicament in purchasing a new ticket based on current availability and fares and provided a $30.00 discount on his purchase. We are now in communication with *************** we can issue the voucher.
  

  
  

  Customer response

  05/01/2023

  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. 

  I appreciate BBB and Student Universe working towards a solution over this matter. The claim Student Universe has made regarding their solution to the proposed problem over my original booking is false. Their solution was not the best solution and has continued to cost me my time and peace of mind. All I ask is that Student Universe cover the financial cost of this error by compensating me with the difference between the price of my new flight purchase to ****** from ****** and the price of my original booking.
  

  Student Universe said the best course of action was to cancel the flight. However, *** come to learn after the fact that my original booking, as is, would not have been an issue. The first name on that booking was ***********************. My first name is ***********************, but because of a discrepancy over my name, my passport actually says ****** for my first name. Ive flown many times before under my full first name (documents attached for proof). Ive spoken with members of the *** who have clarified to me that the discrepancy on my booking would not have been an issue, as the universal policy for name discrepancies when flying is that two errors between name on passport and ticket are acceptable. ** the case with my original booking with Student Universe, there would have been no issue and my suggested course of action should have been accepted by the service team at Student Universe.

  Again, I simply ask StudentUniverse to relieve me of the burden of the extra cost of my replacement booking by compensating me with the difference between the price of said booking and the price of the original booking.

  
  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

  05/06/2023

  Dear BBB,

  We have reached out to ****** in order to reach a settlement on his case. Unfortunately, we have to respectfully decline covering the cost of the difference between the original ticket paid and the current ticket cost. It is the passenger's responsibility to ensure that they are entering the name exactly the same as what is shown on their passport. Upon thorough review, the name on his passport is shown as *************************** but on the booking it was as *************************************. As previously advised, the best course of action at the time was to cancel and refund the ticket in full since failure to do so may forfeit the ticket he purchased as it was non-refundable after the 24-hour cancellation window.

  We understand mistakes like this happen and offered to provide a $30.00 discount to ****** and helped him find the least expensive ticket available that works with his travel plans but he declined. 

  Customer response

  05/08/2023

  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. 

  I understand that it is my responsibility to get my name right and not make the mistake in the first place. I chose not to continue doing business with StudentUniverse because we couldnt come to an agreement. More than anything, I feel ignored. Every point I made, with documentation to back it up, has gone completely ignored. StudentUniverse tried to help me find the cheapest ticket available? They tried once when I was on the phone with them the first time. I told them I did not want to proceed with cancellation and then they proceeded to suggest cancellation and rebooking.
  
  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

  04/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked a ****** Airlines flight ticket through Student Universe. The issue I experienced is the with fare class of my ticket - my ticket was changed from an Economy ticket to a Basic Economy ticket. I provided 3 documents that show the ticket listed as Economy, not Basic Economy. Also, the following 2 changes occurred sometime following my booking. 1. Seat choice: I previously selected my plane seat for no additional charge. I was later prompted with a message that my seat will be automatically assigned prior to boarding, however I had already selected a seat at no cost previously. I provided 2 documents that show the new message I saw when attempting to select a seat. As you can see in one screenshot, a seat was already selected by me previously at no cost.2. Baggage selection: When I first booked the ticket, I received a free checked baggage cost (which is a part of Economy fare). The updated baggage cost was $75 for the same first checked bag ($150 total round trip). I provided documents below that show I no longer receive the free checked bag as a part of the Basic Economy fare class.After several phone calls and emails, I had no resolution and kept hearing the same two things from Student Universe:1. The website didnt display the proper fare class (showed Basic Economy instead of Economy)2. I should have noted the fare class and corresponding allowances when I checked out.Regardless of what was displayed on the app, I was able to check out with the benefits of having Economy class, seen in the screenshots I sent, (free bags, seat selection). This was the reason I chose to purchase this flight.Its been over a month and a half, the trip has occurred, and after many phone calls and emails, still no updates. I feel swindled, as I had opted to purchase an Economy ticket and paid $698.86 and did not receive an Economy ticket. I had to pay for my checked baggage, which should have been included.

  

  Business response

  04/21/2023

  Hi BBB,

  While we further investigate how ******* got the information that there's a free bag for the fare she purchased, we already have reached out to her. To avoid delays in resolving her concern, we have requested for receipts for the payments of the bags she incurred. A refund was already processed for the receipt she has submitted.

  Thank you.
  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I would like to complain on the way StudentUniverse has misinformed me about my flight credits. On February 24th of 2022 I had to cancel the round trip flight from ***-VCE, purchased through StudentUniverse, and operated by American Airlines (SU code: WHMMCZ). The dates of the trip were 03/10-03/20 2022. I had to cancel the trip due to a physical injury that prevented me from traveling (I have broken my knee cap). StudentUniverse has issued me refund in form of flight credits. I was told over the phone that I can use them with American Airlines, or their partners, and I have a year to do so. I also got a confirmation email that I am attaching with this complaint. Yesterday, (02/08/2023) I was ready to use the credits for a trip that I am planning with my partner. I was intending to fly to *********, with Cathay Pacific, operated by American Airlines. I called the customer service at ********************** to purchase this flight with my credits. I was told that I cannot purchase this flight because it is not an American Airlines flight. Even though it is operated by them, this is not good enough. Moreover, I've learnt that my credits are expired. Apparently, 'a year' started from the purchase date which was in January 2022. Both of these are contrary to what I heard from them over the phone on February 2022. This is an unacceptable case of misinformation and fraud. It seems the rules are arbitrary and they will say whatever benefits them over the phone. I am very disappointed with this agency, especially as someone who has been using their services for a longer while. Because of this treatment and misinformation, I am requesting a full refund for my flight credits directly back to my credit card ($725.99).

  

  Business response

  02/13/2023

  Dear BBB:

   

  The passenger's complaint is in reference to the booking under the reservation code WHMMCZ which was booked last January 14, 2022. Checking on the ticket's terms, it is highly restrictive and is non-refundable but American Airline allows passengers to use the full value of the ticket as travel credits provided that it would still be with the same carrier and valid for 1 year from the time it was booked. 

  The said terms were provided to the passenger prior to the cancellation but the 1 year validity was not clearly specified whether it was from the time the ticket was purchased or from the time the booking was cancelled which caused a confusion to the traveler. The ticket is now expired but to compensate for the inconvenience, we will be honoring the full credit amount provided that the new flights are still with American Airlines. Unfortunately, we are unable to provide the passenger's desired settlement which is a full refund since the ticket is non-refundable.

  We are reaching out to the traveler to provide a resolution to his case.

  Customer response

  02/14/2023

  [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:
  

  StudentUniverse has contacted me outside of BBB. Initially they allowed me to use the flight credits even beyond the expiry date. However, the airline was adamant on not extending the flight credits, and therefore StudentUniverse decided to issue me a refund. It has been credited to my original method of payment. 

  
  This addresses my complaint 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

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked an original flight through Student Universe that due to covid and regulations at my destination I was unable to take. The airline offered travel credits for the value of my flight that stayed valid until Dec 31st 2022. I called student universe to use my credits two weeks before the deadline and they used my credits and charged me the difference in the value of the ticket, the money is drawn from my account and my flight shows confirmed on the airline website and on my receipts. (I also tried to book using my credits before but student universe could never complete the booking for some reason). Two weeks later 30 mins before the deadline on New Years Eve I receive an email from student universe stating the airline has gone back on their decision for an unnamed reason and I would need to pay the difference of the flight again and that I was unsure of receiving a refund for my last payment. For the last month I've gone through h*** with this company trying to get a straight answer or any assistance from them or the airline. The only help they have offered is to ask me to re-book the flight with no promise of a refund until yesterday. I was also informed that if I did not rebook through them I would not receive a refund based on the policy of the airline. This is in ***** contradiction to what the airline has told me, the airline has stated they have already issued a refund for the total amount of the flight and there was no mention of me needing to rebook with them before receiving the refund as it is already processing. Naturally this has left me confused even more so as Student Universe claims they cannot call the airline but then one day a supervisor for them puts me on hold for 20 mins as he claims he is speaking with the airline, just to come back and give me the same information that he stated before. They also make promises of working to resolve issues or to send emails for transparency that never materialise. I now have no faith in anything they say.

  

  Business response

  01/31/2023

  BBB

   

  This is duplicate with Complaint ID number ********.

   

  We already responded to the other complaint.

   

  THanks

  Customer response

  01/31/2023

  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. 

  I wish to keep this complaint open as it was written more throughly on the issue I'm facing with StudentUniverse than the referenced complaint.

  
  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

  02/02/2023

  BBB,

   

  Please refer to these responses we sent **** in his other BBB complaint.

   

  First response:

  Airline tickets have a specific number of days for usage. ****'s ticket is beyond those days and was purged both in Studentuniverse and the airline's systems. As a result, Studentuniverse cannot open nor update the tickets on its end. 
  In order for the old ticket's value to be utilized, a new ticket must be paid and issued upfront. Once this is completed, ****** Pacific will initiate refund via wire transfer or will send a cheque depending on the customer's preference.
  We have contacted **** directly and assured him that the airline will refund the original ticket's full value of $1001.10. He agreed to pay for the difference in fare so we can issue the new ticket required by the airline. 
  An "Exceptional Refund Form" must be completed by **** for Cathay Pacific to proceed with the wire or sending of check. We have sent the form today and will wait for **** to fulfill the info.

   

  Second response:

  After speaking with one of our supervisors last February 1st, a confirmation was sent to ****'s email address on file.
  
  The address registered with Studentuniverse is his Yahoo account. We have added this other email address in his reservation so he can receive updates in both.
  
  We will be sending him a receipt of the amount he paid for the new ticket today. 
  
   
  
  

  Thank you.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a flight with Student Universe using travel credits of $990 I had with an airline two weeks before the deadline of my travel credits. I pay a difference of ~$450 for the new flight which is collected from my account. After this booking two weeks later and thirty minutes before my travel credits are set to expire I receive an email from Student Universe stating I would have to rebook and pay again for my flight as my credits are no longer being honoured by the airline. No reason is given for my credits not being honoured or why even though I've paid Student Universe can't just re-confirm me. I'm not even guaranteed a refund they tell me I may receive one and even then they aren't sure for how much. For weeks they have been mostly unresponsive and circular in their replies. On Sunday Student Universe emailed me saying they had a solution, which was for me to pay for the flight again using my refund but I would only receive the refund after I booked the same flight basically spending another $1000 with them when they can't answer why my flight is being cancelled in the first place despite payment. My flight is on the 8th of Feb and they're saying if I'm unable to pay I can't get a refund nor rebooked. StudentUniverse told me they could not call CathyPacific which was a lie or a half truth as another supervisor put me hold for 15 mins during which he claimed to be speaking with the airline. To make things more confusing ****************** has told me everything in a complete contrast to Student Universe from me receiving a refund to the process of rebooking my new ticket. I would honestly just like to be rebooked for my initial flight that I bought and booked in good faith using the travel credits that followed all the rules for. Student Universe has also promised to be transparent and to share their conversation with ****************** which has come to all and nothing, they have never emailed me anything like this so I'm left in the dark and frustrated and worried as I'm travelling for work.

  

  Business response

  01/31/2023

  Hi BBB

   

  Airline tickets have a specific number of days for usage. ****'s ticket is beyond those days and was purged both in Studentuniverse and the airline's systems. As a result, Studentuniverse cannot open nor update the tickets on its end. 

  In order for the old ticket's value to be utilized, a new ticket must be paid and issued upfront. Once this is completed, ****** Pacific will initiate refund via wire transfer or will send a cheque depending on the customer's preference.

  We have contacted **** directly and assured him that the airline will refund the original ticket's full value of $1001.10. He agreed to pay for the difference in fare so we can issue the new ticket required by the airline. 

  An "Exceptional Refund Form" must be completed by **** for Cathay Pacific to proceed with the wire or sending of check. We have sent the form today and will wait for **** to fulfill the info.

   

  Thank you.

  Customer response

  01/31/2023

  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. 

  I have not received a receipt for my purchase, a confirmation number for my flight, nor any emails from Student Universe since this morning when I paid the fee. In the reply to a ticket being beyond a set number of days this was never explained to me until now, the cancellation was made to seem arbitrary which cased more confusion. I accept this explanation but do point out I HAVE NOT received a receipt, a confirmation, nor an email from you as referenced in your reply.
  
  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

  02/02/2023

  BBB

   

  After speaking with one of our supervisors last February 1st, a confirmation was sent to ****'s email address on file.

  The address registered with Studentuniverse is his Yahoo account. We have added this other email address in his reservation so he can receive updates in both.

  We will be sending him a receipt of the amount he paid for the new ticket today. 

   

  Thank you.

   

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked two return tickets from ************* to ****** on January of 2020 before COVID. We were supposed to fly in April and return after a week, but in March of that year COVID hit and the rest is history. However, I've yet to receive the refund for my tickets.My wife and I didn't fly and the company I booked tickets with didn't send me a refund. Instead they told us that you will get a voucher that you can use until September 2023. Now when calling them, they neither have the voucher nor they refund us. Instead, they come up with a ridiculous suggestion as below: "We are writing to inform you that we received an update from the airline, they advised that we need to first issue a new ticket and you will pay the whole value of the ticket. Please note that travel must be completed for both outbound and inbound flights on or before September 30, 2023. Once done, we can request a refund to the airline for the original ticket. Please let us know if you wish to proceed or give us a call for immediate assistance." So, to get my money back, or at least the voucher for a booking, I will have to book a new ticket with these scammers and then finish the "mandatory" trip which I no longer want to, and then I will be able to get a refund for the cancelled flight in which I had no hand. Please help me get my money back. These are the details of the notorious flight: Company Name: StudentUniverse My name: *************************** Booked: 01/31/2020 Amount: $861.98 Trip date: Apr 9 - 19, 2020 StudentUniverse Reservation No: KUWRTC British Airlines Reservation No: M2MHTY I badly need help with this issue as it's been going on for almost three years now.

  

  Business response

  01/31/2023

  Hi BBB

   

  Airline tickets have a specific number of days for usage. The tickets are beyond those days and were purged both in Studentuniverse and the airline's systems. As a result, Studentuniverse cannot open nor update the tickets on its end. However, **************** policy allows rescheduling of your flights until September 2023. As a workaround, the airline requires a new set of tickets to be paid upfront and issued with travel dates completed by September 30, 2023. Once the new tickets are issued, a refund request for the old ones will be sent to the airline which they will process directly.

  To avoid further delays in the resolution of this case, Studentuniverse has issued a full refund for the tickets, $861.98. The amount was credited to ****** account today which is is aware of.

   

  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. ↩