Complaints

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:04/07/2025

  Type:Product 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.

  Fly Fair Travels LLC ( aka Fly Fair) has posted a fraudulent charge of $817.22 to our ***** Club World Elite Mastercard ending in **** on January 8, 2025. Fly Fair states on page 3 of their Dispute Refutal Letter that "it is proven that the customer has used the services" and on page 10 that "the customer has enrolled with Fly Fair and opted for travel services." First, we have never had, nor agreed to, a "subscription" with ********. Second, we have enclosed our boarding passes bought directly from ***************** on January 8, 2025 that shows us departing on Flight 449 from ******/********** at 3:55 pm for ************. According to the documentation supplied by ******** on page 9 of their Dispute Refutal Letter, they had us scheduled to depart ******/********** at 5:33 pm for *************************** We had already departed from ******/********** on ***************** Flight 449 for ********* NC 1 1/2 hours earlier.On page 9 of Fly Fair's Dispute Refutal Letter, they have identified our Record Locator as ****** for both my wife and I. To dispute this we have enclosed a copy of the actual ***************** Record Locator ****** for ******* ********* and the Record Locator ****** for ******** ********* supplied by *****************. Note that Fly Fair never mentions the actual Record Locator for ******** ********* as ******. Also, both Record Locators supplied by ***************** have Ticket Numbers identified that match the Ticket Numbers on our Boarding Passes for ***************** Flight 449 on January 8, 2025. In summary, Fly Fair Travels LLC has posted a fraudulent charge of $817.22 to our ***** Club World Elite Mastercard ending in **** that we are requesting ************** delete for the above reasons. We have also notified the Better Business Bureau serving *********************, ****************************************, ******************************* and filed a police report. ******* and ******** *********

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Fly Fair Travels LLC regarding complaint ID ********.
  
  Sincerely,
  
  ******* *********
  

• Initial Complaint

  Date:02/21/2025

  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.

  Bought a round trip ticket form wife through Flyfair Travel from flight from *** to *** (April 2 returning on April 15).....booking reference number *****. After I "purchased" the ticket, for economy section, ******* said that the economy section for the return leg was not available. The price to move to coach was $156 extra and I had to pay it. Had several phone calls with them to rectify it. They said the flight is not refundable even though the section chosen was not available. It was never identified as not being available when the purchase was made.They even confused my ticket with saying "that there will be an additional fare difference of $156.00 USD, which we kindly request you to cover in order to secure the conformed tickets for all four passengers." I believe what they are doing is unethical. They in no way indicted that the economy fare seats were limited and that they weren't available until you got in their system. Once in they won't let you cancel!!I fought with their booking agent and talked to a supervisor to no avail. I finally relented and said I would pay an extra $120.36 to move her to coach on the return leg.There was no mention of a cost difference during the original ********** wish would be to cancel because they are not a good company to deal with. It should be indicated up front how many seats are available at what price before luring you into their system and then uping the charge because you can't back out. This was unethical and deceiving.The flight is thru United. United should be made aware of what they are doing.

  Customer Answer

  Date: 02/26/2025

  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. Management for ************** responded to my issue immediately and stepped and worked with me to come up with an equitable solution.

  I greatly appreciate their willingness to address and resolve my concern.
  
  Sincerely,
  
  ****** *********
  
  
  
   
  

  
  

• Initial Complaint

  Date:09/30/2024

  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.

  On 9/27/24, my partner and I called what we thought was ***************** to rebook a flight due missing a connection. We were stressed and not thinking straight, as the flight time was approaching. We should have been able to change her flight at no charge. However, **** decided to **** us to paying ******. When she got to the airport and talked to a ********************** ticket agent, the agent gave her a different connecting flight at no charge (as they were at fault), saying the one **** booked had no seats. We were scammed of ****** and received no benefit. Stay away from this company. They should be looked into, posing as different airlines.

  Business Response

  Date: 10/03/2024

  Good BBB NY!

  
  I acknowledge the receipt of the complaint/issue received to us and would like to thank you for bringing that up positively.
  Our team took a deep dive into the very issue highlighted by consumer "********- ******, *******" to understand what went wrong; in order for us to resolve. However, information recorded in our system shows "Consumer" used the services from our agency and later denied availing of the services and hardship fee paid upfront in exchange of services rendered by flyfairtravels.

  
  Consumer was aware of our fees before proceeding and sharing any information to proceed with it because email from system history shows,

  
  Please note we value our customers and would go to any extent to ensure they aren't troubled one way or another; therefore, as a gesture of goodwill we are offering full refund of the amount paid to fly fair travels in exchange for the service.

  
  Enclosed is the attached refund receipt of the amount and the same has been updated to the customer.
  
  ***** ******* * ****** *** ********** ********  ** *************************************************************** * ** ************************** 
  

  Customer Answer

  Date: 10/04/2024

  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 and the matter has been resolved.

  
  Sincerely,
  
  ******* ********- ******
  
  
  
   
  

  
  

• Initial Complaint

  Date:09/24/2024

  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 used ********* to perform comparison pricing for flights. This company offered the best prices for the flights. I promptly ordered the tickets and received a confirmation number shortly, thereafter (2 Jun 2024). I went to the airline website to verify my confirmation but there was no record found. I later found out from the airline that they travel agency entered the information into the system incorrectly so the tickets were not issued which is confirmed by the itinerary that was received from the travel agency. I contacted Fly Fair Travel about the issue but they conveniently were never able to reach me and did not answer my question in email until sending a new confirmation number on 11 Jun 2024. Of course, I went to verify the new confirmation numbers and it worked BUT this time the tickets were for the wrong travel dates. I tried working with them to get the tickets changed to what I requested but they would not change them and refused to work with me. I contacted my credit card company to get assistance from them; the investigation is on-going. I contacted the airline for assistance but they advised that they are not at fault so there is a fee to rebook the flights. I was told that the fees ($600) should be handled by the travel agency. I am supposed to fly on October 4, 2024 and will likely have to pay the fees to correct the tickets. Lastly, the travel agency booked the tickets using my credit card information with the airline directly, so that they are not directly connected to the transactions. The credit card shows the airline instead of the travel agency.

  Business Response

  Date: 10/04/2024

  Good evening Team,
  
  Hope you are well!
  
  Our team has investigated the issue and it has come to our attention that the customer was refunded of the "service fee" to avoid any complaint Or distafication. However, we as travel agents do not have any control on the airline ticket rules and its conditions.
  
  As per airline rules tickets are non refundable and non changeable and customer was advised of that ahead of ticketing and issuance; customer  needs to contact the ticketing carrier SAS "********************* " to ensure a refund of tax (refundable) can be claimed for tickets on which passengers aren't able to travel in this.
  
  As for agency fee we already have given a refund in full of the amount charged as a service fee; enclosed I have attached the receipt refund.
  
  We consider the matter closed - as customers need to contact *** "*********************" for any exception.
  
  Should you need any additional assistance please do not hesitate to contact me.
  
  
  
  ***** ******* * ****** *** ********** ********  ** ******************************** * ** ************************** 

• Initial Complaint

  Date:08/23/2024

  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 reached out to Fly Fair Travels to buy a first-class roundtrip ticket to ******* for my husband on 7/29/2024, which cost $1,973.75, but when the credit card statement came, it was for $2,015.00. During the call, they confirmed all the details, and the initial confirmation email also stated the first-class seating. Despite confirming all the details during the call and receiving an initial confirmation email stating the first-class seating, my husband was assigned a seat at the back of the plane on the day of the trip. When I reached out to the agency, they explained that they had indeed booked first-class, but it was unavailable for some reason. They failed to inform me about this change until my husband brought it to my attention. When I asked for a refund of the price difference for the first-class booking, they only offered a $175 refund. Additionally, I was told that I would only receive the refund after my husband returns from his trip.

  Business Response

  Date: 09/03/2024

  Hi Team,

  Greetings!

  We spoke to complainer/customer "***********************"to discuss and more the challenge that triggered to them to file a complaint pertaining to the issue encountered by passenger on the way to their destination.

  We offered a refund with an apology to ensure customers issue resolved to their satisfaction.

  We received a video from customer showing their matter filled with ******************** has been resolved/closed to their satisfaction.

  Should you need any assistance from us please do not hesitate to contact us.

   

  Regards,
  *****

   

   

  Customer Answer

  Date: 09/08/2024

  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 and the matter has been resolved.
  
  Resolved

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

  
  

• Initial Complaint

  Date:07/08/2024

  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.

  FlyFair Travel tried to book American Airlines tickets for my family for a price of $1077. The member made multiple charges instead of purchasing tickets for my family together and charged $1297.28 instead. These people are scammers pretending to be in cooperation with American Airlines.

  Business Response

  Date: 10/14/2024

  We have issued the refund in full to the amount customer paid to us back in July (within 24hours)

  Customer Answer

  Date: 10/14/2024

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