Complaints

This profile includes complaints for Allegiant Air, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Allegiant Air, LLC

  1201 N Town Center Dr Las Vegas, NV 89144-6307

• 

  Allegiant Air, LLC

  8360 S Durango Dr Las Vegas, NV 89113-4444

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi - I purchased a two seats on a flight from Allegiant airlines to travel from LAX to *******, OR on 5/24 for a total of $306. I then had to change the flight, and did so through their interface, which prompted me to "change/cancel." There was no mention of any loss of my original payment, nor any change fees (nor is there any mention of either on my receipt for the change.). I paid $194 for the changed flight. When I checked the website, I realized that the $194 I had just paid was virtually identical to the price I would have paid I had just purchased a new flight. I reached out to the company and was told my flight was non-refundable because I did not select "Trip Flex" which is only available on the baggage page during the booking process. I did not see this option, as they also have an option for ******************* which I knew I did not want, so it is confusing to have both. I fly all the time on multiple airlines, and have never experienced such poor labeling on a US airline for change fees, refunds, or non-refundable tickets during a "flight change" process. I think it is disreputable and this airline should have clear labeling like all other American carriers. I have requested a refund multiple times and they will not oblige. I'd like a refund of my original fee of $306, or at least a refund of my new flight, which was cheaper ($194).

  Business Response

  Date: 07/04/2024

  Hello *********,

  Thank you for contacting Allegiant. 

  Our records indicate that you modified your travel date within seven days of departure without Trip Flex. Please keep in mind that no changes or cancellations can be processed within seven days of travel. Upon booking, customers are given the option to protect their flights with Trip Flex, which allows passengers to change or cancel an air-only reservation up to one hour before departure. However, as Trip Flex was declined when booking this reservation, you were subject to the cost of a new booking and a forfeiture of all original funds. To review the terms and conditions agreed to at the time of booking, please visit ***********************************************************.

  However, our records indicate that as a courtesy, a credit voucher was issued for the bags on your reservation. For future reservations, I highly recommend purchasing Trip Flex to protect your travel from unexpected circumstances by being able to change or cancel your reservation up to one hour before departure without any change or cancellation fees.

  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 Answer

  Date: 07/08/2024

   
  Complaint: 21785751
  
  I am rejecting this response because: the communication about what Trip Flex is and what not selecting it means was sub-optimal. It felt materially less clear than other airlines and I think Allegiant should abide by the same rules as other airlines in terms of clarity of customer communications. Additionally, there was absolutely no communication about having to pay for an entirely new reservation when I made a change. It was framed as "you can make this change for an incremental charge" and implied that that charge would look like the fare difference. There was no mention of something like "because you did not select Trip Flex on your original fare, you'll have to buy a new ticket to make a change." I'd obviously love my money back, but more importantly, I want to make sure Allegiant has reputable and clear communications for all customers in all situations. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/22/2024

  Hello, *********
  
  
  Thank you for contacting Allegiant. We thank you for your patience in our response.
  
  As the reservation is within seven days of travel, no changes or cancellations can be processed. Upon booking, customers are given the option to protect their flights with Trip Flex, which allows passengers to change or cancel an air-only reservation up to one hour before departure. However, as Trip Flex was declined when booking this reservation, we are unable to make any changes at this time. Any changes made to this itinerary online would result in a new ticket purchase and a forfeiture of the original.
  
  As the reservation is within seven days of travel, no changes or cancellations can be processed. Upon booking, customers are given the option to protect their flights with Trip Flex, which allows passengers to change or cancel an air-only reservation up to one hour before departure. However, as Trip Flex was declined when booking this reservation, we are unable to make any changes at this time. Any changes made to this itinerary online would result in a new ticket purchase and a forfeiture of the original. We do greatly appreciate all feedback provided and take this into account for any future updates.
  
  
  Please feel free to contact us if you require further assistance!
  
  
  Regards,
  
  
  ***********
  
  
  
  
  Customer Relations Representative
  
  

• Initial Complaint

  Date:06/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 
  *********************************************************************** 

• Initial Complaint

  Date:05/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 24, 2024 I purchased a round trip ticket for myself and my wife for travel between AVL and DEN on Allegiant Air. In addition to the travel, I paid for Trip Flex which was supposed to allow a full refund if I cancelled. A week later I did cancel our flight but was told I had to pay an additional $260.00 in order to get a full refund of $1121.00. I paid the additional $260.00 on 4/30/2024. Now more than a month later and repeated phone calls, I have not received any refund.

  Business Response

  Date: 06/18/2024

  Hello there,

  
  Thank you for reaching out. Please keep in mind that you can only receive a full refund to the original form of payment for cancellations made within 24 hours of your initial purchase, as long as your trip is at least a week away. Otherwise, you will receive a credit voucher for future travel if there is a credit due after the deduction of any applicable fees. Cancel fees do not apply to itineraries covered by Trip Flex.

  Our records show this reservation did have Trip Flex, but was not canceled. With Trip Flex, you are able to cancel your flight up to one hour before your departure without any cancellation fees. As mentioned, Allegiant is a nonrefundable airline. Upon cancellation, you will receive a credit voucher for future travel for the total amount paid, just minus the Trip Flex and Carrier Usage Charge. This is accurate and in line with the terms and conditions agreed to upon booking. For more information, please visit ***********************************************************.

  No additional fees were charged and as the reservation was not canceled, the funds did become a forfeit. I have sent a copy of the reservation to the email listed on file. 

  Feel free to contact us if you need any further information.

  Sincerely,
  ***********************************************************************

  
  

• Initial Complaint

  Date:05/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I flew Allegiant Air on 5/23/24. Flew From ********* ** to ************, **. I had one checked bag with 3 brand new black leather jackets. The jackets were purchased for my small online clothing business. One of the leather jackets was stolen from my bag. I would like to be reimbursed for the stolen jacket at $*****. The jacket was purchased at 2nd hand store for ***** but worth $175.00

  Customer Answer

  Date: 06/14/2024

  Am I suppose to respond? It states I have 14 days to respond but I do not see a link or tab to respond?? Please let ne know if you are waiting on info from me. Thanks 

  Customer Answer

  Date: 06/14/2024

  The 5/21 receipt reflects the 3 jackets purchased at $24.99 each. These three jackets were on top of everything in my luggage. Airline unzipped luggage and took one jacket right off the top.

  Business Response

  Date: 06/18/2024

  Hi there,

  Thank you for reaching out. I am very sorry to learn your item was stolen on your recent flight.

  While we regret this happened, we are unable to provide any compensation for this matter. Additionally, please keep in mind that Allegiant does not have any direct affiliation with the ************************************** (TSA). If this was stolen from a checked bag, you are welcome to file a complaint with TSA by visiting their website directly at ***************************.

  Feel free to contact us if you have any further questions.

  ***********************************************************************
  
  

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21769457
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/30/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint regarding the treatment I received from Allegiant Air's customer service team at PIE airport on May 26, 2024. I am deeply dissatisfied and emotionally distressed by the way I was treated. I am requesting a full investigation into the circumstances that led to my being deplaned after boarding, for reasons not clearly communicated to me.On May 26, 2024, I was scheduled to fly on Flight 2685 from ***********/******************************** (PIE) to ***********, ** (MCI); Itinerary confirmation code: Y9LGCT. My guest, and I inquired about changing our seats to sit together. We waited several minutes for assistance at the service counter. The crew member, ****, informed us that Allegiant does not change seats at the airport due to a "POM" policy. Despite being an Allegiant cardholder and having changed seats at MCI, **** refused our request initially but agreed to check for available upgrades after we insisted.During this interaction, **** refused to provide his full name and hid his name tag. This should be visible on PIE's camera footage. We then asked for information on filing a complaint, which was denied, contrary to DOT policy. **** left the counter abruptly, and the supervisor who later approached us was dismissive and threatened to remove us from the flight if we continued to express our concerns.Upon boarding and taking my seat (22A), I experienced a panic attack due to the prior mistreatment. Despite this, I remained calm. Shortly after, the supervisor asked me to deplane without a clear explanation, citing "unsafe behavior." My guest witnessed this. After leaving the plane, I had to book another flight at a significant cost and faced further inconvenience.I believe these actions were discriminatory and unprofessional. I request full compensation for the original itinerary, reimbursement for the alternative travel expenses, and a thorough investigation into the incident.

• Initial Complaint

  Date:05/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ticket from third party cheap flight fares.com, allegiant air charged my card but was declined, proceeded the same day to charge my card again over $180 for a ticket I dont have. I was sent a ticket through the third party but Allegiant doesnt have any records of the ticket I received. I have pictures of the ticket I receive for evidence along with bank statements to prove that the money was taken twice. I am on social security so I dont have a lot, if you could help me out it would be greatly appreciated. I have been back in fourth on the phone three times with cheap flights, and Allegiant air 4 times calling all the way to **************** to reach and get help. My granddaughter also called for me. Thank you in advance.

  Business Response

  Date: 06/18/2024

  Hi there,

  Thank you for reaching out. I am sorry to learn of your recent experience. 

  Please keep in mind that Allegiant is not affiliated with any third-party site. 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.

  Our records show that this reservation was canceled and refunded in full for $180.50 to the card used, ending in 6800. Third-party sites typically use a company card, so if this is not your card, please reach out to the third-party directly or dispute the charge through your bank. I have sent a copy of the reservation to the email on file for your review, which shows the refund and the form of payment. 

  Feel free to contact us if you require further assistance.
  

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against Allegiant Air regarding irreparable damage to my stroller during a flight on April 19, 2024. My flight was from Ft Lauderdale (FLL) to ********** (MDT), under confirmation number L3WBKF.Details of the Incident:Situation and Initial Damage Discovery:I traveled with my infant and toddler, relying heavily on my stroller to transport both children through the airport. Prior to boarding, I placed the stroller in a protective bag and tagged it with a gate check tag provided by Allegiant staff.Upon landing, I discovered my stroller was damaged beyond repair. The frame was bent, and an attachment had broken off, making it impossible to attach the seat to the stroller. The extent of the damage suggests severe mishandling by Allegiants staff.Attempts to Resolve the Issue:Allegiant offered no assistance upon discovering the damage, leaving me to manage an infant, a toddler, two car seats, a broken stroller, luggage, a travel crib, and three smaller bags on my own.Despite multiple attempts to file a claim and providing detailed information, including photos of the damage, the unsigned gate check tag, and proof of replacement cost, Allegiant initially denied compensation, claiming I had signed a release of liability, which I had not.After persistent follow-**** Allegiant offered only $100, far below the replacement cost of $999.Request for Compensation:The damage to the stroller was a result of Allegiants extreme negligence and willful mishandling.I am seeking full compensation for the cost to replace the stroller, which retails at $999.Desired Outcome:Given the circumstances and the lack of appropriate handling and customer service, I believe it is reasonable to expect full reimbursement for the replacement cost of the stroller. Allegiants Contract of Carriage and Liability statements do not indicate a waiver of liability for such extreme damage due to mishandling.

  Business Response

  Date: 05/24/2024

  Thank you for reaching out to us through the Better Business Bureau of ***************. Allegiant strives to provide an excellent experience for all our customers and sincerely regrets you had a less than positive experience. Allegiant does not respond to specific passenger complaints through the BBB platform. Please reach out to us directly to address your concerns:
  
  To speak with a ************* representative,please call us at **************. We are available 24/7, 7 days a week. 
  
  You may also email us through our website at www.allegiantair.com/customer-request-assistance. Simply complete the form indicating the nature of your complaint. All emails are replied to in the order received.
  
  Our Live Chat is also available Monday through Friday from 5 AM to 6 PM (PST) to assist passengers. Please visit us here-************************************************
  
  If you have a concern about your baggage, please email our Baggage Team directly at *****************************************.
  
  We appreciate your patience as we respond to all emails in the order in which they are received. Again, thank you for reaching out to us and we look forward to addressing all your concerns directly.     
  
  Sincerely,
  Allegiant Customer Relations Team

  Customer Answer

  Date: 05/30/2024

   
  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

  Date:05/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scheduled to fly with allegiant airlines 5-17-2024. May 13th I was admitted into ***************************** for bacterial pneumonia. I am also 30 weeks pregnant. I saw my doctor 5-16-2024 to get cleared for the trip and he did not clear me to fly. I have a doctors note. I called the airline and spoke with a lady who was willing to give me a credit voucher. I told her I wanted to tell me fiance. She took my name and number and said she would call me back in one hour. She never called. So I called back in and now they are refusing to help me. I didnt want to cancel my flight. Im being forced to. And the fact that they are not being helpful and Im going to lose 400 dollars due to an uncontrollable circumstance is not right

  Business Response

  Date: 05/22/2024

  Thank you for reaching out to us through the Better Business Bureau of ***************. Allegiant strives to provide an excellent experience for all our customers and sincerely regrets you had a less than positive experience. Allegiant does not respond to specific passenger complaints through the BBB platform. Please reach out to us directly to address your concerns:
  
  To speak with a ************* representative, please call us at **************. We are available 24/7, 7 days a week. 
  
  You may also email us through our website at
  www.allegiantair.com/customer-request-assistance.
  Simply complete the form indicating the nature of your complaint. All emails are replied to in the order received.
  
  Our Live Chat is also available Monday through Friday from 5 AM to 6 PM (PST) to assist passengers. Please visit us here-
  ************************************************
  
  If you have a concern about your baggage, please email our Baggage Team directly at *****************************************.
  
  We appreciate your patience as we respond to all emails in the order in which they are received. Again, thank you for reaching out to us and we look forward to addressing all your concerns directly.  
  
  Sincerely,
  Allegiant Customer Relations Team

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a booked a trip (2 tickets) (VCQZ2H) and had to cancel due to a sudden death in the family. Allegiant was not willing to let me re-book for the death in my family. I had to cancel the flight and buy new ones. Not very good customer service for such a hard time.I made new reservations and on my way back the app would not let me check in online and then when i went to check in at the airport I needed to check a bag which online fees are cheaper than at the airport. I had to pay the airport fee because the online check in was not available. Very unfair I am very displeased with the actions of Allegiant and have tried calling several times with noone ever picking iup the phone or getting back to me.

  Business Response

  Date: 05/16/2024

  Hello,

  Our deepest condolences go out to passengers family. Unfortunately we have no record of the passenger ever reaching out to us regarding this matter. We understand that this is a challenging time, however, Allegiant does not have a bereavement exception policy and all Terms and Conditions apply.

  Best Regards,
  Customer Relations Team