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Complaint Details
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Initial Complaint
12/04/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
HORRIBLE COMPANY. THEY DO EVERYTHING IN THEIR POWER TO REFUSE SENDING REFUNDS FROM FLIGHTS. And make rules as they go. I just want my money back
Business response
12/05/2021
We are currently working with the passenger to shed some light regarding her complaint as she has multiple bookings with us. The booking's refundability would be based on the terms and condition of the ticket which was shown prior to finalizing the purchase. We understand the uncertainty in travel during these times and most airlines waive their change fees and allow passenger's to use their tickets as travel credits in case the ticket is non-refundable. We will update accordingly once we get all the necessary information from the traveler.
Customer response
12/05/2021
[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
11/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a flight credit of $549 with Student Universe from a flight cancelled due to COVID19. I understood when and how I had to use the credit. Instead of being able to have access to a credit on my account and book my new flight online, I have been in a total of five different calls with Student Universe for a total of 6-8 hours with each representative saying a different thing. First, they said I COULD gain an exception to use the flight credit domestically. Then, Student Universe said, I couldn't and it was bound to US to London. The rules kept changing and Student Universe went back on their word on any exceptions granted. Ultimately, I was on the phone with Student Universe for 1.5 hours on my fifth and final call. The first hour was spent finding a flight, but around 50 minutes in, the representative then came back and said that the credit didn't work for this flight. Why even provide flight information for flights that are ineligible?? A total waste of the first hour. My customer representative was named March; he wouldn't give me a survey for a post-call feedback and said "they don't take surveys." I asked for them to send an email with the credit's new rules clearly laid out. March said that "they can't send any emails." I'm trying to warn people from using Student Universe. This has been a completely frustrating experience and a total scam. Tread carefully. I will be filing a claim with my credit card company for fraud.Business response
12/03/2021
We apologize for the delay in our response. We are currently investigating if any incorrect information was provided to the customer during one of their calls to our contact center. This may take us at least 48 - 72 hours as we would need to retrieve the calls and review each accordingly. If found to be an error on StudentUniverse' end, we will reach out to the customer to finalize the request without further delays.Customer response
12/05/2021
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Initial Complaint
10/16/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I had a flight credit of $129 with Student Universe from a flight cancelled due to COVID19. I understood when and how I had to use the credit. Instead of being able to have access to a credit on my account and book my new flight online, I was on the phone with Student Universe for two and a half hours. Despite their site/United having the flight I wanted for $128, according to the agent, the only flight available would cost an additional $50. When I finally confirmed I'd like this flight booked, the agent proceeded to have me pay over the phone. I didn't feel comfortable paying over the phone so he sent me a link to pay online. That same day I paid the "difference" of flight prices (which wasn't a difference at all- considering their site listed the same exact flight as a lower price). After paying online, I never received flight information or heard anything from Student Universe. Two days before my trip they told me they didn't book my flight& now i have to pay $300 extra. Total scamBusiness response
10/19/2021
StudentUniverse reviewed this booking and we've determined there was no clerical error made.
The passenger requested to be rebooked on a different flight and we were unable to complete payment for the rebooking in real time as the original FOP was no longer active. The passenger requested for a payment link to pay for the fee at a later time. It was agreed by both parties that the passenger will call back to confirm the flights and payment. Since no callback was received, the flights were not ticketed.
As a one time courtesy, we have authorized a full refund for the original airfare. We've reached out to the passenger directly to collect card information for the said refund.
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Get a QuoteCustomer Complaints Summary
55 total complaints in the last 3 years.
17 complaints closed in the last 12 months.