Complaints

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My debit account was billed 35 for services I never requested.

  Business response

  02/29/2024

  Hello, we would like to take this opportunity to address ********************* complaint. She reached out to us on Sunday, February 25 around 7:17 PM and wanted a refund for an unknown charge. She did not mention the amount to be refunded in her message or any further details. We replied to her on February 25 asking for a screenshot of the charge. She responded back to us on Monday, February 26 saying she was unable to send us a screenshot but she sent a text instead from her bank. We could not determine the charge so we asked her to send more information such as her full name, the last 4 digits of the card charged, and and the exact amount charged. She replied back with the information and we responded that we would look into this further.
  
  On morning of Tuesday, February 27, we replied to ********************* that we were able to locate the charge in our system. We informed her we flagged it as a fraudulent purchase and we issued a full refund of the $35 charge on our end. It would take about ***** business days days to post back to her account. She was also sent a copy of the refund receipt to the email address she contacted us from. She replied back thanking us for assisting her. 
  
  We are not sure why ********************* filed a BBB complaint against us as we did refund her the full amount of $35 and we did send a refund receipt to her email address for her records. See attached a copy of the refund receipt. This was already resolved directly with her. 
  

  Customer response

  03/08/2024

  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.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I contacted the company to remove a "service fee" of $46. First off, there was no service provided. Secondly, I did not see this charge on the page when I was making the reservation. When I contacted their support service in ***************, I saw that my email was opened and read several times but they did not respond to my last email. I am requesting a refund. No service was provided and the fee was not shown in the breakdown on the final page of the transaction.

  Customer response

  08/11/2023

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

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A scammer used my card illegally to purchase plane tickets through this company my credit card was charged ****** twice and I put a lock on my phone and then $132 five times was declined because my lock was on . I reported this to the company they wont even tell me what airline my card was used to pay for and the company dont have a live rep which is outrageously bad they barely have responded to any of my emails and they tell me I can cancel with the airlines but they wont give me a name of any airline company this company is the worst by far I have dealt with I have over $800 taken out of my account to pay for a plane ticket but yet they wont tell me how to cancel this transaction or to any merchant unprofessional especially not having a live agent is Crocked itself

  Business response

  03/30/2023

  Hi there,
  
  Were sorry to hear about what happened to *** ******* While it is true we do not have a customer support phone number, we have been responsive to her emails and replied to them as we looked into the charges she was seeing. The fact that we do not have a support phone number doesnt mean that we are unprofessional. We have responded to her politely and professionally when she contacted us. 
  
  To be clear, the charges she was referring to are not for flights. We cannot provide her airline information because they are not flight purchases. 
  
  We did inform her directly when she contacted us that they were not charges for flights. The charges were for hotel bookings. She was told that her bank authorized both charges which were verified by her bank using called 3DSecure. We also informed her because her bank verified the charges as valid that she would need to contact her bank directly to look into it with her. We responded to her emails with this information and made it clear what she could do next about the charges.
  
  Best,
  Skiplagged 
  

• Initial Complaint

  02/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Trip Number: *********** Booking Date: June 14, 2022 Travel Date: Dec 4th, 2022 My husband and I were driving down to the airport to catch our 11:25am flight. When I tried completing an online check-in, I discovered that our flight was changed without our knowing to 9:20am. After the initial shock, and knowing there was no way we were going to catch our flight, I called customer service to 1. find out how/when the flight was changed and 2. how we would be able to reach our destination. The customer service rep told me that the flight was changed by the airline and if I wanted to return to the flight I originally booked, I would need to pay a penalty, plus difference in flight cost. We asked to be put back on the 11:25 flight. I was then told the original flight we were driving down for was now full, and that we could catch a late flight that evening. I was charged $150 in flight fees for a later flight, and a penalty of $200. I explained to the customer service representative that it would not have been a problem that the airline made the change, however we were never informed about said change. Not only that, but we never received an email about early online check-in, which could have also made us aware of the flight change. They said there was nothing they could do about the fees I was charged for the error.?I have made many bookings with Skiplagged and always check any emails coming in, especially when I know I have an upcoming trip. Not one email from Skiplagged regarding this booking since I purchased the flights. I was told they could not forward me the email to prove to me a change of itinerary email was sent.They informed me that in their policy, there is no way to waive fees. Not even when they are at fault. Once we boarded the later flight, we got a notification on our United app that due to the flight schedule change, we were entitled to a free flight change per ticket. Despite numerous attempts, I still have not received the $350 they pocketed.

  Business response

  02/21/2023

  Hi there, were sorry to hear about ********************** experience with this flight change. To be clear, when ***** contacted the first time back in December 2022, we informed her that she should reach out to our booking partner as listed in her confirmation email about any changes to the flight. Skiplagged did not change her flight itinerary and any change notification would have come from directly from the airline or the booking partner to her email. Skiplagged doesnt receive any notifications of flight itinerary changes because we are not the customer for the flight. Also, we have not pocketed any of the $350 as she claims as that was changed directly by United, not Skiplagged. 
  
  After some time with no resolution, ***** reached out to us again and we escalated her refund request to our booking partner for them to look into it. It did take weeks but were in constant communication with our booking partner to keep looking into her request and we informed ***** that this was still being looked into. When we received a final update from our booking partner, they agreed to refund the cost of the change of flight fee. Our booking partner was going to process a check and mail it directly to the address that ***** provided to us. Per what our booking partner said, they were mailing the check and nothing else we needed to do. A few weeks later, ***** reached out to us again stating she had not received the check from our booking partner. She also said she was going to file a BBB complaint in her message to us without giving us a chance to look into this again. With or without the BBB complaint, we were more than willing to reach out to our booking partner again on her behalf to look into the status of the mailed check. We followed up with our booking partner and asked them to mail a new check on February 3 to her. They said they mailed the check out again on that date. We also let ***** know that we would keep her ticket open with us until she confirmed she has received the check. The last update from ***** was that she hasnt received her check yet so we let her know we were reaching out to our booking partner again to see if either a new check could be mailed or if there were any other options to get the refund amount sent to her. 
  

  Customer response

  02/24/2023

  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:

  Sadly, Skiplagged has been dishonest in their response. 

  The first 3 attachments Ive included are from the confirmation email when I booked through Skiplagged. Nowhere was there anything mentioned about a booking partner. I have done business with Skiplagged many times before, and never had an issue around this.

  After speaking with multiple reps on the phone, I was eventually told via email that there was a booking partner involved, but they could not tell me who it was. Now they are speaking as though they are doing me a favor by reaching out to said booking partner on my behalf. I still have no idea who (and if there even is) a booking partner - so as far as I am concerned, Skiplagged is responsible.

  The last attachment is my February 3rd email to Skiplagged. After 2 months of waiting, I informed them that I would be contacting BBB if I did not receive my check by that Friday. I was told on January 9th (after 1 month of waiting), that I should expect a check soon. They had a month to follow up on this check, which I feel is more than enough time especially if they are in constant communication with their booking partner as they said they are.

  While I appreciate them reaching out to this booking partner, with or without the BBB complaint, I would sure hope that my seeking support from an outside source on what has become the most ridiculous display of customer service would not result in retaliation from Skiplagged. At this point, I feel what is most fair would be for Skiplagged to refund me the money, and seek reimbursement from their partner. I made the booking through them, and it is their responsibility that the customer is satisfied.

   

   

   

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

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

  Business response

  03/09/2023

  Hi there,

   

  We have not been dishonest in our responses at all. Our booking partner was always involved with this booking as it was processed through them. This was shown by the phone number listed in the original confirmation email she received for the flight. When she called that number, they would have identified themselves as working with Skiplagged. On our end, we continued to work on getting this resolved for **************************;and would have done so with our without the BBB complaint she filed.

   

  We were able to get this resolved with her and our booking partner. As of March 1, Ms. ***************;confirmed she received the refund from our booking partner via a PayPal transfer. We're glad to hear that she was able to receive the refund.

   

  Best,

  Skiplagged Support

  Customer response

  03/09/2023

  Dear Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The matter has been resolved.

  
  

  While there was a phone number included on the booking email from Skiplagged, nowhere did it say that there was a booking partner involved. It was a number to call if I wanted to change or cancel my reservation, which I had no plans to do. So as far as I knew, my reservation was entirely through Skiplagged. A fair understanding. Until I received my refund (3 months later), only then did I find out who the booking partner was. 

  
  

  Im grateful this sloppy situation has been resolved, and I implore Skiplagged to evaluate 1. The practices of those they choose to partner with, thus representing their brand, and 2. How they communicate with their customers in regards to their reservation, so that customers are ******* clear on who (name of company) they should be hearing from/reaching out to BEFORE any potential problems arise.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a flight through Skiplagged for Oct 14 at 9:30 pm. I reached the airport that time and was shocked to see that my flight was at 6:00 am. I have their confirmation for a 9:30 pm flight. I did not get any confirmation for the flight to have changed to 6:00 am. The airline did not have any flights on the day.I had to immediately book a new flight. I seek reimbursement for the new flight.

  Business response

  10/27/2022

  Hi there, were sorry to hear about ****************** experience with his flight purchase. To be clear, when **************** contacted us on Oct 14, we informed him that he shoud reach out to our booking partner as listed in his confirmation email about any changes to his flight. Skiplagged did not change his flight itinerary time and any changes would have come from directly from the airline.

  We contacted our booking partner to look into this further and they informed us they didnt hear from ***** until the next day on Oct 15. They did not receive any flight itinerary changes from the airline so it was ****** Airlines responsibility to inform the customer about changes to their flight prior to the departure time/date. Our booking partner also informed the customer that they would need to contact ****** Airlines directly because ****** Airlines is a ticketless carrier and the customer needs to reach out to them for assistance. On our end, we have refunded the Skiplagged service fee for the inconvenience the customer experienced as that was the only money we collected for this transaction. The rest of the money which was the ticket cost was collected by the airline. For a flight refund request, **************** will need to reach out to ****** Airlines directly. 

  Customer response

  10/28/2022

  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]

   I spoke with my carrier airlines ****** and they mentioned since I booked the tickets with skiplagged it is their responsibility to have informed me of the changes in flight. As a customer I did not receive any updates or notifications from either ****** airlines or skiplagged. After reaching the airport I realized the flight has preponed for more than 12 hours.  I had to urgently book new expensive tickets with no fault of mine. Why should the customer bare this with no fault of his own.
  
  

   

   

   

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

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

  Business response

  10/31/2022

  Hi there,
  
  We can understand this was not a great experience for **************** and again we're sorry to hear that he went through that. However, for ******************** flight notification, that information would not come from Skiplagged. The airline controls the flight itinerary and it is the airline's responsibility to notify the customer flying with them. In this case, ****** Airlines had the customer's email address and ****** should have sent the customer notification if there were changes to their flight schedule. Skiplagged has no access to the customer's flight, we did not make any changes and we do not receive updates from the airline. The airline has only the customer's email address for their flight, not ours so any notifications should have been sent directly to the customer. **************** will need to seek a refund request with ****** Airlines as they charged him for the flight as they are listed as the merchant for this purchase. We do not have access to refund the ticket charge from the airline.

  Best,
  Skiplagged Support

• Initial Complaint

  09/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had an issue and tried to contact costumer service and could not contact anyone. I put in every number I received from them and all the phone numbers associated with the tickets and it says they do not recognize any of it. It say it will put me through to someone but it just repeats, put in the phone number or ticket number and after 3 times, it hangs up if you do not have the right information. I used the phone number right from the invoice and the conformation "number" is useless.

  Business response

  10/04/2022

  Hi there, Were sorry to hear about *********************************** experience. To be clear, we do have contact from her via email on 9/22/22 at 7:46 PM and all she said was How to talk to a person. She didnt provide any further details on what she needed help with. We replied back to her in less than 10 minutes at 7:54 asking how we can assist her. She never replied back to us. When we went to do a follow-up on 9/23/22 at 1:50 PM, we noticed that she contacted us with a typo she entered in her email (she included an extra letter n). We contacted her again at her correct email address asking her to let us know how we can assist you but she never replied back to us. 
  
  In her original flight confirmation email, there was a contact phone number to call for assistance. We called the same number and had no trouble getting through to speak with someone so we are not sure why she was not able to speak with someone. The best way to talk with someone was at the phone number she was provided or call the airline directly as we do not have a customer support phone number. We could have assisted her via email but she never replied back to us with exactly what she needed assistance with. 

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  CONFIRMATION *******,TRIP #***********,PHONE #************,TRIP DATE: 1/29/22 UNITED AIRLINES,TICKET AMOUNT: $219.60,REFUND TO DATE (service fee): $10. On 1/18/22 at 12:28PM, I booked a flight with Skiplagged on ****** Airlines in the amount of $219.60. During checkout, it stated I can cancel my flight if within 24 hours (Exhibit A). I immediately received an email confirmation which also included the ability to cancel the flight within 24 hours (Exhibit B). At 12:33PM, I cancelled the flight (Exhibit C).On 1/19/22 at 1:28PM, I received an email confirmation of the flight cancellation and that a refund will be issued within **** business days (Exhibit D).On 1/21/22, I received a $10 refund for their "service fee". On 2/7/22 at 2:23PM, I sent an email inquiring about my refund per their website. At 3:27PM, I received an email response that I must call ************ (*********).On 2/11/22 at 11:15AM, I called the number that was provided. It was an automated system asking that you enter the trip number. After doing so, it stated that my refund was "being processed". I again called three more times (2/15/22 3:43PM, 2/24/22 12:25PM, 3/9/22 11:16AM) with the same automated system and response (Exhibit F).I have been unable to speak with an actual human as the website directs you to an email and the email response directed me to an automated phone number. My attempts at trying to resolve this issue have been futile. I have been patient, followed their protocol and two months later, I am still waiting for my full refund.

  Business response

  03/28/2022

  Hi there, we have investigated what the customer has mentioned in their complaint and wanted to take the time to respond. We contacted our booking partner and they informed us the customer did successfully cancel her flight on January 18, 2022 within a few hours of purchase. Since she canceled the flight quickly after booking it, the original charge for the flight from ****** Airlines was voided. The flight charge was only a temporary, pending charge and would fall off or refund depending on how her bank handles voided charges. When we provided the phone number for her to call, she would have been able to receive this information. We called the same number we provided to her and were told the information of the voided flight charge from the cancellation. She should reach out to her bank directly to find out how the voided charge from the airline should reflect on her bank/credit card statement. On our end, we did refund the service fee charge as that was the only money we collected. The service fee refund receipt is attached.

*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. ↩