ComplaintsforStudentUniverse

• Initial Complaint

  04/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a flight and now need to change it and was told that the flight that I purchased is non-refundable or changeable. No where on their website when I purchased this flight nor on my ticket does it state this. I am sure they are legally required to indicate this. I want to change my flight, just to a different day for about the same price (willing to pay the difference) and this company is basically stating that if I cant take my flight, than I forfeit all of my money. That is not far and not indicated when I purchased.

  

  Business response

  04/15/2022

  To Whom It May ********************************* Moat has reached out to us over the phone and her request is currently being handled by one of our Supervisors. **** Airlines has not provided any flexibility for tickets that are booked on Basic Economy. These are highly restrictive fares and are non-refundable/non-changeable upon purchase.

  The chances are slim that the airline will ***** an exception. However, we are currently trying to secure a waiver to allow us to change the ticket.

  Our team is in contact with Ms. Quintanya Moat.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I made an attempt to buy a flight ticket on student universe on 12/26/21 from ***** (***) to *********** for my sister (******) who lives in ***** (MGR). After trying twice and sending all the requested documents, I got an email saying that my credit card was declined. I then sent the cost of the ticket to my sister, who was able to buy the ticket from a travel agent in ******* and booked it. On 12/31/21, I checked my bank account and saw a deduction by student universe, in the amount of the ticket I had attempted to purchase a few days prior. I never received a notification from student universe that my card had been accepted or a transaction had been made. I tried to call the customer service department but wait times kept me on hold for hours. I eventually got through a few days later in January 2022 and sent them records of all the emails from student universe during that period, confirming that It was never communicated that a transaction was made. Student universe said they are unable to issue a refund but they would contact the airline in *******. Till now, I still have not heard anything from student universe. I would like a refund for the inappropriate transaction they made and I hope this never happens to anyone else.

  

  Business response

  03/24/2022

  We would like to apologize for any inconvenience this has caused thus far. We have been trying to contact the airline to get a refund underway, but we have been unable to get a response from them thus far. This is important because, although the ticket should've been unused, we are no longer able to access it on our system. Nevertheless, we will work on expediting this process and will provide updates more consistently via email. We kindly ask for patience and understanding as we deal with the matter at hand. 

  Customer response

  03/24/2022

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.] I appreciate their comments but I just want a refund. If I keep waiting for them to contact the airline, I doubt if I will ever get an answer or closure. I work very hard to earn an income and every dollar counts in this present difficult economy. Student universe has been dismissive of my concerns, with poor communication. That is not how a business is run successfully. Take better care of your clients in the future. Please issue a refund as soon as possible. I would prefer to settle this amicably and quickly, thank you very much. 
  
  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

  03/25/2022

  We understand the customer's concern and point of view. We have issued a full refund back to her card and have informed her of the transaction. 

  Customer response

  03/26/2022

  [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

  02/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A group of my friends and I booked flights to a conference to *** from *** in March 2020. Due to COVID, the conference was canceled as one of the first cases reached the senate. My friends all disputed their charges and were fully refunded their airfare. My sister and I were unable to dispute due to the credit card used and waited for the assistance through studentuniverse to solve the issue. We were instead issued travel credit that can only be redeemed through studentuniverse. My understanding originally was that I could purchase flights from the airline (as stated in email using oneworld as it was AA). Cost of ticket are more expensive on student universe than from airline website itself for the same exact flight. Id like a refund as received by my friends who had booked the same flight. The customer support representative acknowledged the refund they received and confirmed it and attempted to request and was denied. Id like a full refund for the cost of the tickets as my travel credit expires at the end of March 2022.

  

  Business response

  02/11/2022

  Dear BBB,

  We have reviewed the complaint and ************************* is referring to their flights with us booked under the reservation code, AJVSLJ. We have records dated last May 2021 appealing for a full refund but it was unfortunately denied. Like most airlines, American Airlines already have set policy in place for refund handling amidst the pandemic. Unless the flight is significantly delayed or was involuntarily cancelled, AA cannot authorize a full refund. We are not unmindful of the passenger's situation and offered a travel credit for rebooking and offered a name transfer to give the passenger the needed flexibility.

  Filing for a chargeback is not the correct avenue when requesting for a refund as it deviates from the terms and conditions of the ticket that was agreed upon booking. We will reach out to the passenger to provide a favorable resolution for both parties.

• Initial Complaint

  01/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm reporting a complaint to get a refund from StudentUniverse for a round trip plane ticket to ***** that I cancelled on January 23rd. This is due to ***** closing their borders to foreigner visits with the Omnicron variant of the Corona virus in this pandemic. I specifically called asking for a refund from them directly and they decided to reach to ****** Airlines to see if they'll offer a refund (even though I bought the tickets through StudentUniverse). StudentUniverse came back saying they denied but went to appeal. Followed up again today on January 30th today and basically told me to wait and follow up again once they get a response. I also like to note back in April 3rd I sent a request directly to ****** Airlines and got an email back that they'll follow up with me on status of a refund. It ended in a call with ****** Airlines stating, "You will have to deal with the issue of refund with StudentUniverse since you bought through them". I'll be doing a direct follow up with ****** Airlines again today on January 30th.

  

  Business response

  02/01/2022

  To whom it may concern:

  Mr. ********************************* flights were fully operational when he called in to cancel last January 23rd.

  Our travel agent advised it would be best to wait up until a few days before departure to see if ****** Airlines would cancel the flight and that would warrant him a full refund per their schedule change policy. The passenger insisted on the cancellation and did not want to wait, hence, the flights were removed off the record and a refund request filed with ****** Airlines.

  The initial refund request was denied and we've refiled the request on the same day. The latest request is still pending review as of this writing.

  We are doing our best to help everyone as best possible under the policy of their airline and our travel agent was able to advise the passenger that the request is not a guarantee. 
  

   

   

   

   

  Customer response

  02/01/2022

  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. 

  If you see the attachments these are StudentUniverse's response to my friend on getting a refund for the same flight we were going on to Japan. He got a response of them refunding the money back to him today on 2/1. I request they give me a refund base on this repsonse.

  [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

  02/02/2022

  Hi BBB,

   

  We just received an update from ****** Airlines today. They have authorized the full refund for ********* ticket. 

  
  We have reached out to ******* regarding the update.

   

  Thanks

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 4 tickets from StudentUniverse and we needed to cancel the booking due to COVID-19. Despite it being a COVID-19 cancellation, we were told they could only provide us with a voucher. Fine. It had appeared on my account, but 4 days after I log in, the vouchers are taken off my account. Instead of having the ease and flexibility of being able to book the flight on my own, I spend 1 hour and 51 minutes on the line with a representative that did not honor his word. I spoke with a worker named ***** and he stated he would do his best to send AirCanada a request for a refund and/OR a voucher to be able to book directly through Air Canada's website, as StudentUniverse was unable to fulfill my request to have my vouchers be placed back onto my account. I was fine with that. I asked for proof that the request was fulfilled from StudentUniverse to AirCanada. The worker stated that he would send it to me as soon as we got off our call. I have now waited 4 hours for the proof that this request was sent out. I am now on the phone once again, having been on hold for another 40 minutes and counting. This is ridiculous and was exactly what I wanted to avoid. I would like this issue to be resolved. If this is the type of service that StudentUniverse provides, I do not recommend anyone purchase from them.

  

  Business response

  01/05/2022

  As much as we would like to, StudentUniverse is currently unable to offer customers the option to utilize flight credits without having to call our contact center due to various contract specifications and limitations. However, we have followed through on this customer's request for her flight credits to be converted into travel vouchers for use directly on Air Canada's website. An email was sent today by our special requests department to the customer to inform her that the request had been fulfilled and is currently being processed by Air Canada. 

   

  We understand that this experience has been frustrating. We kindly ask for understanding as we try our best to cater to all our valued customers' needs during this time as the ******19 pandemic continues to cause disruptions to travel plans of people across the globe. 

• Initial Complaint

  12/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ticket with insurance and due to issues beyond my control, covid test unavailability, inclinent weather and chamges in school schedule, I required my flight to be cancelled. They listed it should only be a $75 fee to cancel but could not be reached on the phone and email was returned only after the flight was considered time sensitive. They refused to cancel, said it was not possible. They used the exact same reason as to why they couldn't respond but denied it was a valid reason for me. After saying I would report it they cancelled a portion of the flight but not the entire itinerary so I could make the claim. Horrible service, deceptive guidelines and only cause interference for legitimate claim.

  

  Business response

  01/01/2022

  Hi BBB
  

  All the fare rules of the ticket are provided online when booking. Seraphina's ticket is non-refundable and the fee mentioned is for Studentuniverse. Attached is a snapshot on how the fee is noted online.

  Her whole flight under reservation code GPMCTN was cancelled, not partial. Seraphina was advised to contact the insurance company to file her claim.

   

  Thank you.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been using Student Universe to book flights for over a decade now and have had two very bad experiences lately that have not been resolved despite my repeated emails.(1/2) I was flying from *********, ** to ****** with a two hour layover in *******. The StudentUniverse site wouldn't let me check in for the flight online so I went to the gate right when I arrived in *******. The Lufthansa worker told me they couldn't print my ticket- ** needed to reissue it because they had messed up the sequencing. They told me to call the helpline and tell them about the sequencing issue. I called and the ** worker had no idea what I was talking about. I put her on the phone with the Lufthansa worker who tried to explain and ** still did not understand. ** supervisor got on the phone and said they couldn't do anything about it but I could buy a new ticket if I wanted. The Lufthansa worker used my phone, her work phone and personal phone to figure something out because ** was so incompetent. I was the last one on the plane after the gate closed and the ticket still did not scan. (2/2) I purchased a ticket to New Zealand over a year ago. I was told I would not be able to travel there (understandably) but had a year to use my ** credit for the same flight. I still cannot travel and have not received a refund or credit despite many emails throughout the past 8 months or so. All I would like is a refund. I do not want to use Student Universe again. No one on the phone has been helpful and I have not received emails. This has been going on for months now.

  

  Business response

  12/30/2021

  We were able to make arrangements on processing a full refund for her ticket to ***********. We will reach out to the customer directly.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have dealt with this company before and if your trip is a for sure go ahead the great. Otherwise i have been on hold multiple times trying to refund my ticket a week ahead. I have bought the travel insurance and i just need my money back. Me and my girlfriend are in college and considering we are not able to fly due to covid we need our money back to pay for classes and tuition.

  

  Business response

  12/22/2021

  This is in reference to the passengers' booking under the reservation code, ZBZJYT. Per our records, the tickets for both ******************************* and ******** ****** have been refunded last December 21, 2021. The total refund amount is $593.77 per passenger and a $320.00 cancellation fee was charged separately for processing.

  We sincerely apologize for the delay as we are receiving more requests than usual and our operations have been affected due to the typhoon. Nevertheless, this has been processed and posting would take **** business days back to the card on file. We will get in touch with the passenger.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a return flight with Student Universe. One of my connecting flights on the trip back got cancelled and Student Universe sent me an email that a minor schedule change had taken place in my itinerary which will not impact my travel. When I checked the website, all the original travel dates were still there and nothin on the website mentioned my flight had been cancelled. Recently when I check my flights, I realized one entire flight was missing from the itinerary. I called them for a resolution and they said they will check back and get me on a different flight but emailed that no flights are available and a partial refund is the only option. A partial refund would not cover the cost of me having to book another flight back as the prices now are at least 2times higher than when I originally booked my flight.

  

  Business response

  12/12/2021

  This complaint is in reference to the booking under reservation code, CVSWVB. We were able to settle this with the passenger and provided an alternate flight that works with his schedule. 

• Initial Complaint

  12/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charging me different prices to change a flight. They even changed the flight, charged my card and are still telling me I have to pay more and that they won't complete my reservation otherwise. On American Airlines, my new reservation shows but because of the restriction Student Universe placed on my reservation, I am unable to check in and get my boarding pass. I want my money back; all additional charges they made and the original purchase price they did not give me the difference they should've for switching the flight.

  

  Business response

  12/10/2021

  Hi BBB,

   

  The passenger requested for her flight to be moved a day prior to the original schedule. She was informed about the fare difference and change fee with the latter eventually waived as courtesy. The following day, she called back to move the travel date again but this time not willing to pay for the difference in the fare. No further changes was done and her ticket was used.

  Unless the fare difference is paid and the ticket is exchanged, the fares are never guaranteed. Studentuniverse processed the request after the confirmation of the passenger. The charge was agreed upon and authorized.

  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. ↩