ComplaintsforLuxury Business Class LLC

• Initial Complaint

  01/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In September 2020, I worked with *** Press at Luxury Business Travel on airline tickets to ****** with a return from ***** in June 2021. Due to COVID, my trip was cancelled in February 2021 by the organization doing the trip. I did contact *** at that time and he said that airlines were allowing travelers to put their trip off for one year without penalty, so I agreed to that. He said he could make that change one year ahead of time (June 2021).Since July 2021 I have have multiple emails, phone calls etc. with *** - always saying that the airlines were not cooperating and they were "working on it". Finally he admitted that unless we were willing to pay another $1700 each, they could get my tickets, BUT I could ask for reimbursement on my credit card. I did. On 12/27/21 *** said he had done the paperwork and in **** business days, the $6300 would be reimbursed to my credit card, which I confirmed.This has not happened. I am now wondering if this is a fraudulent company that planned to neither reimburse me, nor work on updating the tickets, but just keep my money and hope that I would finally get so frustrated and angry that I would let things go. I emailed *** earlier, and got another "so sorry for the delay" return email. Can you help me?

  Business response

  12/19/2022

  At Luxury Business Class, we treat our hundreds of clients with the highest level of customer service. Unfortunately, this was a situation in which it was extremely difficult to get refunds and credits from airlines after COVID-19 and we were getting a runaround from the airline. Nonetheless, as promised, a full refund has been processed.

  Customer response

  12/19/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************************
  
  
  
   
  
  

• Initial Complaint

  11/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Summary of costs and experience me and my mom endured. I got a hold of Sol, on Oct 3rd to book a round trip for me, and one way for my mom on business class. I paid around $1,300.00 to $1,500.00 over economy price, Total spent on tickets was initially $2130,00 (for me round trip) and $1,250.00 (for my mom one way). However, the trip that was going to be a great experience after 2 plus decades since I last flew with my mom; became a nightmare and quite honestly a very exhausting, expensive and humiliating experience. Oct 21st 2021, mom and I headed to the airport around 3:30pm (around 4hrs prior to flying) with 5 luggages, with weights and limits set up for first class and united standards. We got stopped from getting into the plane, as United flies through the *** and people coming from ****** can not fly to or through the *** until Nov 8th and yet our purchase went through and our nightmare started. Sol said that our odds of flying that night still were good, we sat at the airport until 9:30pm waiting for some news and updates, then Sol sent us info for a low quality hotel, in which we headed for the night. Next day Oct 22nd, Sol was off, *** (manager of the company) started contacting me at that moment: We got to the aiport 11am, as the ***** test needed 5hrs for results prior to embarking and we were supposed to fly 5pm that day, according to the text pic you sent over whatsApp;No flight was found for me, I was instructed to check mom in and wait for my confirmation from your company that was on the phone with UNITED. Once in ********* things took a real bad turn, *** did not answer me anymore and they are still ignoring me.Spent $2130 (two ways and just used one) - CREDIT $1,065.00 Spent $1250 (one way for mom NOT USED) - CREDIT $1,250.00 EXTRA cost incurred due to mistakes made on our reservations and flights: R$1,811.96 into $402.26 $4,727.37 Total in $ ******** plus tickets unused with United $7,444.63

  Business response

  12/03/2021

  To Whom This May Concern, 

   

  Luxury Business Class stands by thier impeccable service and great rates on all airfare to thousands of frequent travelers annually! Our TrustPilot and BBB pages have only wonderful reviews and we have a 99% customer satisfaction rate. With ******** around the world, travel has been hard for everyone, many restrictions for different passport holder transiting in different countries weather one is allowed or not. Many restrictions applying to vaccinated, many entry permits being required and so on. Whenever flying international, everyone is required a negative Covid-19 PCR. Due to many Covid rules worldwide and a lot of unknown about entry requirements or transiting through different counties, the airlines, our company and many travel agencys have made it clear both on their websites in the terms and conditions as well as verbally when asked, that we dont take responsibility for entry/transit laws due to Covid-19. We can supply the counties website stating the restrictions, help schedule Covid tests, but we dont take responsibility for Covid-19 restrictions. In this case the airline ticket was purchased at a great rate and flown the outbound, when the customer came to flying home they were denied boarding due to the transit in the US which wasnt allowed for them. We sprung into action, calling the airlines and did everything we could possibly have done to get them on that flight, or an alternative. We supplied many option and even submitted a reimbursement request with the airline and still working on that as well. Thank you for understanding. 

  Customer response

  12/09/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Thank you for finally replying to me. I have called multiple times and emailed multiple times. So again, thank you for finally getting back to me. Due to the complications of traveling during COVID 19, I sought out a professional company such as yourself to help ensure that my trip from ****** to ****** and back to ****** with my mother would go smoothly. I was assured by your company multiple times that this was the best deal and the smoothest travel without complications for my mother and I to return to ******. However I found none of the above to be true. I believe that your company, although assuring me I was taken care of, did not do its due diligence, and as I result my senior mother and myself were left stranded at the airport. I reached out to you immediately and you assured me you would get us on the next available flight, which wasnt the case. After repetitively reaching out to you, you stop replying and I had to spend 3 nights in hotels and book new return tickets to ****** for ourselves. 
  You said you reached out to the airlines company to request for reimbursement, yet I have asked for over a month for a reply and for the proof of communication with the airlines for follow up. With no response for over a month from you, I had to reach out to the BBB in order to hopefully hear back from your company. Again I trusted in your company after being assured the travel would be smooth, I told the travel agent all the necessary information about myself and my round trip; and my mothers one way travel needs. We talked many times and each time, when he showed me possible flight choices, I clarified with him that we would be able to fly together without any hang *** on that particular booking that he found for us. And he assured me that we would, therefore I moved forward with the purchase and trusted the travel agents word. I felt so assured and happy that I immediately sent out an email to my closest friends with your companies information for bookings. So you can see how shocked I was when I found myself and my elderly mother stranded in the airports in ******, and with no response from the travel company. You completely left us alone and in the dark. You did not answer my calls or my emails. At that moment it was up to find a way out of the mistake the agent/company made. I would like to be reimbursed for the extra charges I incurred during this incident, including having to buy new tickets, loosing the money initially purchased through your company and some sort of apologies and compensation for all the headache and embarrassment we went through. It is incredibly disappointing to have had  to start a claim with BBB just to get a response from you. Again thank you so much for responding and I look forward to the resolution of this issue.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  07/08/2022

  Here at luxury business class we take pride in the way we handle our customers. A huge part of our core values is to provide our clients with the utmost respect and an excellent level of care. In the last two years we have experienced a tremendous increase in the amount of clients that we handle. Although we were seeing that increase, the pandemic left us extremely understaffed. In the last couple of weeks we have been bringing onboard some additional professionals to ensure that no client goes unanswered. Now that we have some of the pieces in place, we are able to go back and do right by all of our clients when it is due. Unfortunately in this case, we do not control any restrictions that the airline made due to Covid-19. When there are restrictions or changes to a flight the airline must notify the clients of any changes to the flight. If they had done that accordingly we would have easily made the changes beforehand on the clients behalf. When we learned of the changes through the client at the airport we immediately got on the phone with the airline for a duration of more than 3 hours. The following day we again reached out to the airline and spent an additional 5 hours on the phone trying to rectify the matter with no success in finding a new flight.  We have since made a refund in the amount of $1,003.06. We fought for weeks and got them the most compensation possible.  Unfortunately all the extra money spent by our client was not due to any mistakes on our end.  We are always ready and willing to do right by our clients if the mistake was on our part. 

  We would like to express our deepest apologies on the airlines behalf if they have not done so for our client.
  
  We hope that one day they will give us an opportunity to wow them with their now repeated client discounts.

   

  Sincerely,

   

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

  Director | Luxury Business Class

   

  "The Greatest compliment is a nice referral" 

   

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

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