ComplaintsforAllegiant Air, LLC

• Initial Complaint

  06/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried to reach them about offer they have not fulfilled , on hold for hours and they do not call back

  Business response

  07/04/2024

  Hello ********,

  Thank you for contacting Allegiant.

  I am so sorry for the long hold times you have experienced when contacting our ********************* Promotional deals and irregular operations can lead to a high call volume, but we are always working to provide better communication to our customers. We do appreciate your patience in this matter as we work to improve your travel experience.
  
  To reduce call times and better serve you, our ******************** is open 24 hours a day. You may also reach us directly at ********************************************** For the shortest wait time, we encourage you to contact us during off-peak hours which is typically from 9 pm - 4 am PT. You are also welcome to try our online Live Chat available Monday - Friday 5 am - 6 pm PT. Please visit ************************************************ for more information.

  Crystal

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  During our Four day trip from **********, ********, to ******, ******* A friend that we were visiting passed away completely unexpectedly. While three of the four people in our party would be heading back to ******** one of us had to stay and take care of funeral arrangements. We called the airline to ask that the one ticket be postponed for a later date to take care of our deceased. We were told that they have no bereavement policy and that we would have to re-purchase a ticket when we plan to go home. The ticket, $45, was not the point. We were told that they do not have a credit policy. That we would possibly be able to be given the courtesy of a refund but because we were not within the seven day prior cancellation window, they could not guarantee us anything. And then they informed us that there is a $22 online booking fee that is not refundable and theres a $25 cancellation fee and that we would only be entitled to the three dollars remaining. But that they would have to cancel all of the tickets to everyone in our party and we would be subjected to paying the new higher price to rebook the tickets to the people in our party that were keeping their return flight. Intern costing us far more than the three dollars. We were encouraged to just not show up for the flight. This companys policy, or lack there of, on bereavement is both selfish And ******. What an abomination. I will avoid flying allegiant airlines ever again.

  Business response

  07/04/2024

  Hello ****,

  Thank you for contacting Allegiant. 

  I am so sorry to learn of your friends recent passing and send my deepest condolences. Although we understand this is a challenging time, please keep in mind that we are a nonrefundable airline. I have made a one-time exception to waive the cancellation fee on your reservation and have issued you a dollar-off voucher for future travel. Your voucher includes the total amount paid for your flight, just minus the Carrier Usage Charge. Here is your voucher number:

   DOBA89-4F71-61B2-8073 FOR $23.00
  
  All travel involving this voucher must be booked and completed by May 13, 2025. Dollar-off vouchers are one-time use only, and once applied to a reservation, any remaining funds are forfeited. You are welcome to use it to book travel anywhere that Allegiant flies for any of your friends or family.

  We thank you for choosing Allegiant and hope to welcome you on another flight soon. Please feel free to contact us if you require further assistance.
  
  Crystal
  Customer Relations
  ***********************************************************************

   

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/12/24 I attempted to use an online code provided by the company via my email address. The code would not apply to my purchase, so I contacted the customer service via online chat (with only ai response) and by text. The I was given a phone number via the text customer service and was told to call and have my flight booked over the phone so that my code could be added. I called the number and waited 53 minutes for someone to answer. When I stated the problem, I was told there was nothing they could do to help me and that I was not meeting all of the fine print regulations. I had in fact read the fine print regulations and walked through each one with the representative. He proceeded to tell me that there were carrier fees included in my flight amount that made my flight not equal the amount needed to use the code. These were not disclosed ANYWHERE in the breakdown of the flight cost...in fact all of the fees listed were totaled together and flight cost was listed separately. I had the correct amount of money invested in flights, despite the fees that were listed. I was not able to use the offer that was sent, even though I met the requirements according to their price breakdown. This is false advertisement and a waste of my time. I asked to speak to a supervisor and was denied the opportunity.

  Business response

  07/04/2024

  Hello *******,

  Thank you for contacting Allegiant. 

  I am so sorry for the long hold times you have experienced when contacting our ********************* Promotional deals and irregular operations can lead to a high call volume, but we are always working to provide better communication to our customers. We do appreciate your patience in this matter as we work to improve your travel experience

  Our records indicate that you were able to successfully use a promotional code on itineraries WZLZQR, A6NERJ, U9FRNT, and E3VCRS. Please note that there may be additional stipulations regarding booking with a promo code including travel dates and reservation amounts. If you still have the email, please take a moment to review any terms and conditions involving the code to verify that your reservation met all necessary requirements. Should you see that your reservation was eligible, you are welcome to respond with an unaltered copy of the promotional email and the itinerary number in question, so that we can review possible application.  

  Should you need any further assistance, we recommend trying our online Live Chat available Monday - Friday 5 am 6 pm PT. ************************ is also available 24 hours a day, 7 days a week and can be reached at ************. For the shortest wait time, we encourage you to contact us during off-peak hours which is typically from 9 pm - 4 am PT. Please visit ************************************************ for more information.
  
  Crystal
  Customer Relations
  ***********************************************************************

  Customer response

  07/06/2024

  Upon calling customer service I was harshly told to "use a calculator!" and that there was nothing they could do to help me.  I proceeded to call the more direct customer service for credit card holders and left a number for call back.  No one returned my call.  This happened 2 times. 

  So frustrating.  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a flight for myself and an in-cabin pet to depart from ****, ** on 6/12/2024 traveling to ********, **. The representative at the ticketing counter had me place the pet carrier on the counter, applied the travel tag to the carrier, and sent us on our way to security. Upon arrival to the gate to board the plane, the boarding staff stated that the pet carrier was not permitted and I was not allowed to board the plane. Had I been told this at the ticketing counter, I wouldve had time to go purchase a different carrier prior to my flight. I contacted the customer service number provided to me and I was denied a refund for myself and my pet.

  Business response

  07/04/2024

  Hello *********,

  Thank you for contacting Allegiant. 

  I am so sorry to learn that you were unable to take your recent flight, and for the inconvenience this caused you. Furthermore, I regret if the situation was misinterpreted or misunderstood. As a courtesy, I have issued you a credit voucher for future travel for your departing flight, less the nonrefundable Carrier Usage Charge. Here is your voucher number:

  DOBCC1-AC0A-BEF0-B07E FOR $203.00

  All travel involving this voucher must be booked and completed May 16, 2025. Dollar-off vouchers are one-time use only, and once applied to a reservation, any remaining funds are forfeited.  You are welcome to use it to book travel anywhere that Allegiant flies for any of your friends or family.
  
  Should you need any further assistance, we recommend trying our online Live Chat available Monday - Friday 5 am 6 pm PT. ************************ is also available 24 hours a day, 7 days a week and can be reached at ************. For the shortest wait time, we encourage you to contact us during off-peak hours which is typically from 9 pm - 4 am PT. Please visit ************************************************ for more information.
  
  Crystal
  Customer Relations
  ***********************************************************************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Flight 1993 was canceled and I was not offered any meal, hotel or ground transportation vouchers as stated that should be provided by www.ustransportation.gov

  Business response

  07/04/2024

  Hello *****,

  Thank you for contacting Allegiant. 

  I am so sorry for the inconvenience you experienced due to this delay. We absolutely recognize how important it is to get you to your destination on time. Unfortunately,daily operational challenges sometimes interfere with our schedules, with little notice. Please be assured that in the event of a delay, we do everything we can to handle the concern as quickly and thoroughly as possible. Our top priority is to get each and every one of our passengers to their destination on time, but we will never sacrifice safety to meet an on-time departure or arrival.

  As a gesture of our concern, each passenger on flight 1993 has been issued a $100.00 dollar-off voucher for future travel. Please note that Allegiant determines compensation on a flight basis and offers consistently per itinerary, and these vouchers are the maximum amount of compensation that will be considered. Here are your voucher numbers:

  DOB9EA-F312-6B8B-6268
  DOBC22-36B7-8E6E-88E5
  DOBE35-6B79-2C12-729B
  DOB04E-6D23-BC71-E72C

  Dollar-off vouchers are one-time use only, and once applied to a reservation, any remaining funds are forfeited. All travel involving this voucher must be booked and completed by 06/08/2025. Expiration dates cannot be extended.

  We hope you will ***** us the opportunity to provide a more pleasant travel experience the next time you fly. Please feel free to contact us if you require further assistance.
  
  Crystal 
  Customer Relations 
  *********************************************************************** 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 2 May 2024 my wife and i returned from a trip to *********,** thru Allegiant Air.We checked both our bags at the ********** and boarded our plane.Upon return to home from the airport we noticed my wife's luggage lock had been cut off and replaced by a scratched brass older lock.We had matching black TSA approved locks (pic available if needed).We contacted TSA to inquire if her luggage had been opened by TSA.They responded IF they had opened her luggage she would have had a Notice of Inspection placed in her luggage.There was none.I then contacted Allegiant baggage services by email and explained the situation.Today they responded with an email saying Allegiant never opens bags and to contact TSA.I had informed them of the earlier contact with ***.Allegiant is REFUSING to do anything to resolve this issue.If TSA did not remove the lock it had to be Allegiant as they were they only ones other than TSA that had contact with the bag.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Flight home today from ********* to ********** was not acceptable. Took the checked luggage and it was over weight. Asked if I could remove items. I was advised no I had to pay $50 to fly the bag home because I was holding up the line according to them. I could have easily stepped to the wide and emptied it and got back in line. Agent at the gate refused my bag and refused to let me leave without paying. I am absolutely appalled by the treatment of that agent and them refusing to hand me my bag, my personally belongs back. Not acceptable. I would like a redund of the over weight fee as I could have easily downsized the bag. Instead my items were held hostage basically and I was forced to pay. That is not acceptable.

  Business response

  07/04/2024

  Hello *******,

  Thank you for contacting Allegiant. 

  We are extremely disappointed to learn that the service you received from our staff did not meet your expectations. All of our team members are expected to be professional, respectful, and assist however they can to provide a satisfactory travel experience. While I cannot undo the circumstances, this matter has been shared with the appropriate department leadership for internal follow up to ensure that any necessary corrective counseling is provided.

  As a one-time exception, I have issued you a refund for this fee. Please allow 7-10 days for the $50 refund to post back to the original form of payment. I have also forwarded a copy of your confirmation/receipt, showing the refund.

  We hope you will ***** us the opportunity to provide a more pleasant travel experience the next time you fly. Please feel free to contact us if you require further assistance.
  
  
  Crystal 
  Customer Relations 
  *********************************************************************** 
  
  

  Customer response

  07/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Allegient Air is the biggest scam and fraud in the Airline industry. What's disturbing is that if a regular lay person were to commit one of the atrocities that this company did to my family we would be in jail.On May 3rd my uncle, *************************************, and his wife traveling from ******** were to board a flight to ************************ Allegiant Air V4 484 record locator V2F57Y. Unfortunately they went to the wrong airport and the company did not allow them to board another flight except pay for another flight to *********. My Uncle then again paid the 200 and change for another flight to *********, ** departing from *****************************They arrived at 8 am for a 9am flight upon checking the front counter the lazy scum employees that work the front counter and the only way to print out a boarding pass had already left. Apparently the people st the front counter are also the staff loading the bags in the plane. What else are they the pilots as well? After waiting for 2 hours for these employees to return they offered no incentive discount or ability to board another flight. Even to a neighboring city. They wanted to charge the full amount on the grounds that my uncles ticket was forfeited when he didn't board the flight. Perhaps if your employees wouldn't be sleeping in the back and would actually attend people they wouldn't have boarded the flight. I then had to book a one way flight to ********* with a real airline company, American Airlines. WHAT AN ABAOLUTE SCAM THIS COMPANY IS. MY NEXT STOP IS THE ***** MEDIA TO EXPOSE THIS COMPANY AND PREVENT OTHER VICTIMS FROM LOSING THEIR HARD EARNED MONEY

  Business response

  07/04/2024

  Hello ********,

  Thank you for contacting Allegiant. 

  We are extremely disappointed to learn that the service you received from our staff did not meet your expectations. All of our team members are expected to be professional, respectful, and assist however they can to provide a satisfactory travel experience. While I cannot undo the circumstances, this matter has been shared with the appropriate department leadership for internal follow up to ensure that any necessary corrective counseling is provided.

  I am sorry to learn that ********* and ********* were not able to make their flight. Per our Terms and Conditions, Allegiant does not offer refunds or credits for missed flights. For your future knowledge, please keep in mind that Allegiant recommends all passengers arrive at the airport at least two hours prior to scheduled flight departure because our ticket counter will close 45 minutes prior to departure. Once the ticket counter is closed, we are unable to print boarding passes, as our flight manifest is also closed at this time. Please plan to be checked in, through airport security, and at the boarding gate at least one hour before departure and on board the aircraft at least 20 minutes prior to departure. Boarding will end and aircraft doors will be closed 15 minutes prior to departure. Once the aircraft doors are closed, we are unable to reopen them.

  We hope you will ***** us the opportunity to provide a more pleasant travel experience the next time you fly. Please feel free to contact us if you require further assistance.
  
  
  Crystal 
  Customer Relations 
  *********************************************************************** 
  
  

   

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Shady business practices. I am VERY upset. Bought plane tickets 12/13/23 for $1406.00 for this June 2024. They were available through app only, could not get anything to come up online. Since our trip is next week, 6/5/24-6/12/24, I went to view tickets and NOW my son's name was misspelled as ******* instead of *******. I could not change it myself. Had to call Allegiant and they told us we had to pay additional $75 each way ($150 total) to change the name on ticket. All of a sudden then I was able to pull them up online and NOW my daughter's name was misspelled too!!! It was not misspelled when I checked her ticket before. So we had to pay ANOTHER $150 for her ticket to be corrected!!!! $300.00 total to pay again! We tried speaking to a supervisor as well and no one would help us or waive this ridiculous cost. We had to pay it so that we can go on vacation next week. I would like a refund of this extra $300.00 charge as it was THEIR mistake in the first place. I feel this is a method of getting more money from customers!!!!!

  Business response

  07/04/2024

  Hello ****,

  Thank you for contacting Allegiant. 

  Our records indicate that your itinerary was booked on December 12, 2023, for the amount of $1,406.00, and no additional charges were collected on this itinerary. We are able to correct the spelling of a passenger at no additional charge. Please note, that if a fee was collected for a name correction, you may have contacted a third-party representative. 

  In the future, we always recommend booking your flights directly through our website www.allegiant.com or on our mobile app. If you ****** search Allegiant, many other third-party companies that we are not affiliated with such as Kiwi, GoToGate, and eSky will come up. These third-party companies can have their own booking fees that they charge when you book through them, and we do not have any control over these fees or access to these funds. I apologize for the inconvenience. 

  Should you need any further assistance, we recommend trying our online Live Chat available Monday - Friday 5 am 6 pm PT. ************************ is also available 24 hours a day, 7 days a week and can be reached at ************. For the shortest wait time, we encourage you to contact us during off-peak hours which is typically from 9 pm - 4 am PT. Please visit ************************************************ for more information.
  
  Crystal
  Customer Relations
  ***********************************************************************

  Customer response

  07/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Allegiant to change my flight . It was well before the cutoff deadline to modify flights . I called customer service and the wait time was reasonable ***** mins. No problem. I waited and waited and realized the estimated wait time was consistently getting longer until it extended past the deadline. I think this is case of deceptive business practices and done intentionally to avoid a refund.

  Business response

  07/04/2024

  Hello *****,

  Thank you for contacting Allegiant. 

  I am sorry to learn that you were not able to make your flight. Per our Terms and Conditions, Allegiant does not offer refunds or credits for missed flights. However, as a one-time courtesy, I will issue a credit voucher for future travel for your unused flight, less the nonrefundable Carrier Usage Charge. All travel involving this voucher must be booked and completed by May 28, 2025, a year from the original booking date.Dollar-off vouchers are one-time use only, and once applied to a reservation, any remaining funds are forfeited. Here is your voucher number :

  DOAAAF-2FF5-D6F9-1ACE FOR $129.84

  For future reservations, I highly recommend selecting Trip Flex. For a practical fee, you are able to protect your travel investment from unexpected circumstances by being able to change or cancel your reservation up to one hour before departure without any change or cancellation fees.

  Please feel free to contact us if you require further assistance.
  
  Crystal 
  Customer Relations 
  *********************************************************************** 

*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. ↩