ComplaintsforUS Airline Services LLC

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/25/23 my ************** flew from ****** to ***************. Due to significant delays w JetBlue, we missed our connecting flight at *** *********** Airlines. Since JetBlue refused to book us on the next flight, I called ********* Airlines & spoke to a person named ***********************, ********************. According to ***** there were no seats available for the next evening flight however for $3,000.00 he could book us on a flight that flew from *** to ********* ******* & to *********. We did not want to spend our vacation @ ***, we had no other option other than to purchase tickets. ***** told us to hold on to our receipts & follow-up w JetBlue for reimbursement. On 2/26/23 @12:26 AM we received an email from ***** ********************************** confirming our flight reservation Confirmation #**ZNQN from *** to ********* SQ25 Airbus A380 ********* Airlines, ********* to ********* SQ25 Airbus A380, ********* to **** TR 384 Airbus A320 with Scoot. When we received our electronic tickets, the flight was for the exact flight we missed (*** to *********). This was very confusing however we did not think anything about it. Since March, we have been frustratingly corresponding w ******************* Airlines for reimbursement. On 12/5/23 we found out, from ********* Airlines, that *********************** is & has NOT been an employee of ********* Airlines, the phone number did NOT belong to ********* Airline & the confirmation email we received from ***** was not associated *********** Airlines. Eventually we received electronic tickets HOWEVER they were from the REAL ********* Airline. It was a ********* Airline employee who discovered & confirmed we were scammed. We are looking for compensation for the funds we spent on the fake tickets & the SIGNIFICANT time spent dealing w this disastrous situation. This is unacceptable & a shame individuals take advantage of hard-working people who find themselves, at no fault of their own, in unfortunate situations

  Business response

  12/07/2023

  Dear Valued Customer,

  We are reaching out to address the concerns you have raised regarding a  transaction with our company. We want to assure you that our company operates with the highest standards of integrity and transparency, and it is never our intention to mislead our customers.
  We have reviewed our records and found that due to unforeseen circumstances, the services were interrupted. However, understanding that you are not satisfied with the charges, we have taken the initiative to void the transaction to ensure your peace of mind. We have processed the refund and it may take upto 1 billing cycle to reflect back in your card.
  We apologize for any inconvenience this situation may have caused and would like to offer our assistance should you have any further questions or concerns. Please feel free to reach out to us at your earliest convenience.

  Warm regards,

  Reservation Team

  Customer response

  12/08/2023

  I am partially rejecting this response because:   I have been battling both JetBlue and ********* Airlines on trying to obtain a refund for TEN months. It has taken time out my day that I will never get back, frustration and has caused us a financial burden. We thought it was the airlines fault but come to find out it was an issue with Us Airline Services. We feel we should be compensated for the aggravation YOUR company has placed on us. In addition to refunding our $3,000.00. we are asking for an additional $500.00 since we did NOT choose to do business with your company. *********************** misrepresented himself and led us to believe he was an employee of ********* Airlines. 

  Business response

  12/14/2023

  Dear valued Customer

  We have already refunded the amount that we had charged as services were not provided to you. We tried our best to provide you the services, but it was denied from airlines. We make sure that you took the flight that day.

  Thanks & Regards

  Customer Service

  Customer response

  12/14/2023

  I am rejecting this response because:   I disagree with you. We did not "choose" to do business with your company. ***********************, YOUR employee, fraudulently misrepresented himself and stated he worked for ********* Airlines. You took our money and if we did not eagerly pursue reimbursement, we would have never found out your company is a fraud. We are prepared to take next steps so this does not happen again to anyone. We paid interest on the charges YOU took from us and the time spent battling the airlines has been exhausting. The amount of money we are requesting is minimal and would show good faith on your part. Not to mention, if the airline "rejected" your work, why didn't you contact us and refund our money?

• Initial Complaint

  12/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked a flight through ********* Airlines for a ********* flight to ********* on October 5 for $628.96. Then my credit card statement arrives and there is a mysterious charge from a US Airline Services LLC on October 6th for $185.02. I have never worked with this company before and only booked on the Southwest Airlines. This is a fraudulent charge and I want it reimbursed.

  Business response

  12/04/2023

  Dear Valued Customer,
  
  We are reaching out to address the concerns you have raised regarding a recent transaction with our company. We want to assure you that our company operates with the highest standards of integrity and transparency, and it is never our intention to mislead our customers.
  
  We advise customers to contact Priceline directly for any discrepancies as we only charge a service fee for the assistance provided. The charge you mentioned was made post authorization, and all relevant flight information, including the boarding pass, was sent to your email along with our contact details.
  
  We have reviewed our records and found that we did not receive any communication from you via email or voicemail. However, understanding that you are not satisfied with the charges, we have taken the initiative to void the transaction to ensure your peace of mind.
  
  We apologize for any inconvenience this situation may have caused and would like to offer our assistance should you have any further questions or concerns. Please feel free to reach out to us at your earliest convenience.
  
  Warm regards,
  Reservation Team

  Customer response

  12/04/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We have attempted to reach US Airline Services repeatedly with no avail, so we will continue to persist until a resolution has been made. The confirmation number for the trip is 3GVAL7. This complaint is being filed because we were deceived into purchasing tickets we never received, nor were necessary. In March, when our flights were canceled, we called what we believed to be ********* Airlines to obtain new flights for free. We later found out we spoke to US Airline Services LLC who posed as ********* Airline's agents. They claimed to be ********* Airlines and their emails had ********* Airlines tags. We were pressured into purchasing new tickets, being told we were working with ********* Airlines. We were charged: 3/21/23: $345.88; 3/27/23: $1,260.99; 3/27/23: $3,054.01; 4/10/23: $850.10, for a total of $5,510.98. They never provided the tickets we purchased, nor, as we later learned, did we need to purchase this flight as claimed by US Airlines Services because ********* Airlines later provided legitimate tickets. We never received a refund for our original, canceled flights. ********* Airlines later informed us that the changes we paid for never occurred. They confirmed that their phone numbers and emails aren't sanctioned by ********* Airlines. We filed a dispute with our bank. After several weeks of investigation, the bank denied the claim so we REMOVED the dispute. US Airline Services claims we got our money back through the bank dispute. No, we are still completely without our money and there is no current dispute. We firmly request a full refund of $5,510.98, to the card of ************************* ending in *******. We will not stop persisting until this issue has been resolved. Otherwise, we will promptly take legal action against US Airline Services LLC.

  Business response

  12/14/2023

  Dear Valued Customer,

   

  We are reaching out to address the concerns you have raised regarding a recent transaction with our company. We want to assure you that our company operates with the highest standards of integrity and transparency, and it is never our intention to mislead our customers.
  We have reviewed our records and found that due to unforeseen circumstances, the services were interrupted. However, understanding that you are not satisfied with the charges, we have taken the initiative to void the transaction to ensure your peace of mind. We have processed the refund and it may take upto 1 billing cycle to reflect back in your card.
  We apologize for any inconvenience this situation may have caused and would like to offer our assistance should you have any further questions or concerns. Please feel free to reach out to us at your earliest convenience.

   

  Warm regards,
  Reservation Team...

  Customer response

  12/15/2023

  We have indeed received a full refund, to our great surprise and gratitude. It was unexpected because all prior communication from US Airline Services pointed towards refusing to process a refund. It is frustrating that it took nearly a year of diligence to come to this resolution after constant persisting on our part. If US Airline Services and joint companies had made it abundantly clear that they were independent third parties, in no way affiliated with any airline, and were honest in other areas of business, this greatly over-extended battle would have been avoided, as would many others' similar complaints. We hope that others will not have to go through the same experience and that certain business practices will be revised. We thank you for your cooperation in putting this issue to rest once and for all.      

• Initial Complaint

  11/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Contacted what I thought was SWISS AIRLINES in June of 2023 to cancel a flight and get credit as I had a serious medical emergency. I asked the representative on the phone if they were Swiss and he said they were handling issues for Swiss. The emails that were sent to me even included the name Swiss Airline on the FROM section. They told me they would refund me the money for the tickets but I would have to pay an approximate $580 dollars as a cancelation fee. After Months of back and forth on the phone and in emails, repeatedly being told to give them **** more business days, I finally discovered the truth. As it turns out they are NOT Swiss Airlines. They are some sort of travel agency that not only sells you tickets, but also does some sort of middle man customer service. In reality, they did not do anything for Months. Every time I called a new person would answer and a new supervisor would contact me asking for more time.I finally told them to just give me my money back and they still tried to tell me that it was not possible and they would only give me a small portion and the rest in some type of credit. I then told them that this was not acceptable and hung up on them. They called back in 2 seconds and told me to wait another 5-7 business days and they would credit the money to my card but I would lose all the airline money; at this point that was fine since they in my opinion are not acting in good faith and could be a scam as far as I am concerned. Stupid me has to much faith still in people. Minutes ago I was told the would send me confirmation when we hung up that they would refund me. Its not been about 15 minutes and nothing. I Hope they do the right thing!

  Business response

  11/21/2023

  We already Refunded the charge on 20th Nov as per request from customer.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In January, the flights we purchased through Expedia were canceled. We called what we believed to be ********* Airlines. We later found out we spoke to US Airline Services LLC who posed as ********* Airline's agents. They claimed to be ********* Airlines and their emails had ********* Airlines tags. We requested new flights and a name correction. The agent claimed that the only option was to purchase a new ticket for over $1000 per passenger and pay $345 for a name correction. We were pressured into purchasing them, being told we were working with ********* Airlines. The four charges were taken on: 3/21/23: $345.88; 3/27/23: $1,260.99; 3/27/23: $3,054.01; 4/10/23: $850.10, for a total of $5,510.98. They sold us a United Airlines flight as a replacement. They never provided those tickets, nor, as we later learned, did we need to purchase this flight as claimed by ** Airlines Services because ********* Airlines later provided legitimate tickets. The agent promised a refund for our original flights. They never gave it to us. ********* Airlines later informed us over phone and email that they received no payments from us for the tickets. They also informed us that the new flights and name correction did not happen. They confirmed that their phone numbers and emails aren't sanctioned by ********* Airlines. We filed a dispute with our bank. After several weeks of investigation, the bank denied the claim so we REMOVED the dispute. US Airline Services claims we got our money back through the bank dispute. No, we are still completely without our money. We have called US Airline Services customer service countless times to obtain a refund, only to be lied to over and over or be hung up on. We firmly request a full refund of $5,510.98, to the card of ************************* ending in *******. The confirmation number for the trip is 3GVAL7. We will not stop persisting until this issue has been resolved. Otherwise, we will promptly take legal action against US Airline Services LLC.

  Business response

  12/04/2023

  Dear Valued Customer,
  
  We are reaching out to address the concerns you have raised regarding a recent transaction with our company. We want to assure you that our company operates with the highest standards of integrity and transparency, and it is never our intention to mislead our customers.
  We have reviewed our records and found that due to unforeseen circumstances, the services were interrupted. However, understanding that you are not satisfied with the charges, we have taken the initiative to void the transaction to ensure your peace of mind. We have processed the refund and it may take up to 1 billing cycle to reflect back in your card.
  We apologize for any inconvenience this situation may have caused and would like to offer our assistance should you have any further questions or concerns. Please feel free to reach out to us at your earliest convenience.
  
  Warm regards,
  Reservation Team

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was trying to reach ****** Airlines to cancel a flight and called the number listed online as their us toll free number. They said that they need to charge a $110.98 fee to cancel flights at the economy level, they sent an email to confirm that this was the amount that they would be charging to cancel my flight and refund the full amount. The email included all of my flight information. When I clarified that I was cancelling the flight within 24 hours and that their ***************** was to cancel a flight within that timeframe without penalty, they explained that because I am traveling from Europe into the U.S, the ***************** does not apply. I asked for a confirmation email and they said that it would send once the cancellation went through. I never received an email confirming cancellation, so I called ****** airlines who proceeded to cancel my flight without the $110.98 charge. This is clearly a fraudulent company.

  Business response

  07/18/2023

  We have refunded the amount, please find the attached receipt for refund.

  Customer response

  07/27/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called Delta to change my departure date on my flight and upgrade my seat from economy to premium economy. Whoever I spoke with on the phone at Delta said they were going to transfer me to their customer service department to make the change. Whoever I ended up getting transferred to was NOT delta but in reality was US Airline Services LLC. They pretended to be delta and told me they would process the change of departure date and seat upgrade.The person I was speaking with who said their name was ***** said that the change fee was extremely high and I would have to pay a large fee in order to change the date and upgrade the seat. Since I was under the impression I was speaking with a Delta representative I thought that I had no other options but to pay the large fee. When charging the card ***** told me that the payment would need to be split into two charges because my card would not allow the full amount at once. I said ok and we split the payments. Upon getting the receipt it showed:Charge 1: ******* USD (Charged As Delta Airline UAS)Charge 2: ****** USD (Charged As Delta Airline)Confused, I called back and the number was disconnected. I used the delta website chat and they told me the fee to change the departure and upgrade my seat was ****** total and sent me the receipt for my entire trip which showed the original ticket price and the $****** charge for upgrade. They did not have any record of a $******* payment. This company pretended to be Delta on the phone with me and then most likely relayed the information I gave and probably used the livechat on the delta website to pretend to be me and complelete the change through delta using my credit card and then stole $******* from me through my debit card. They are a fraudlent business that soley operates to steal money from people and then disconnect their phone numbers afterwards so you can't find them to get a refund. I want my money that they stole back. They need to be investigated.

  Business response

  07/18/2023

  We Have refunded the amount, Please find the attached receipt for refund.

  Customer response

  07/24/2023

  Confirming I have received the full refund. My complaint is resolved but the business needs to change their practices and stop taking money from unsuspecting customers in the future. 

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called to cancel our flight and this company, also under Airlinetravels.net, pretended to be ***** Air. Somehow they were able to attract us to call them through an ad online, as they were impersonating Swiss Air. They were able to look up our itinerary after we gave our reference # and took us through steps saying that if we paid a charge of $73.20/person CDN that they would then be refunding our full ticket amount we paid of $439.57 CDN. They said to please email the reason for having to cancel and we then sent the medical records and we did this.A month later we followed up and they said that it is still being processed and to follow ** in 15 business days. We have now called and followed up and the company representatives have now said that we have to contact who we booked the flights through, saying it was Expedia. This is when our 'radar sounded'!! We then thought we would 'test their legitimacy' and say that we have decided to now continue with our flight and to refund us back what we had paid, they said it would not be possible right away...that we would have to provide the last four digits of our credit card to confirm doing a credit (they already have all our info.). This is when we knew that they were NOT Swiss Air in that they were making us call another company to collect our refund!! This company/its representatives are fraudsters. When I googled their tel.#, **************, we saw that someone was complaining that this company had also misrepresented themselves as United Airlines!!Interestingly enough, the same day, we received a call/voicemail from someone with the 'same accent/nationality' saying they are from 'flight reservations' and that they were calling in regards to our recent enquiry with Expedia (we hadn't called Expedia yet) to confirm the refund. The toll free# they gave was **************.

  Business response

  07/10/2023

  We have refunded the amount. Please find the attached screenshot

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January of 2023, we purchased airline tickets to Zrich, ***********. On May 24th, we noticed that there was some issue with one of the flights. We called US Airline Services and were told that the flight was canceled and we needed to rebook to a different flight. They charged us ****** USD for the rebooking. When we received an e-mail confirmation, it stated that it was our request to change flights, but it was not. We started researching and found out that the original flight was not cancelled and if we wanted to make a change, it would be free for the first time, plus the airline told us they never received any payment for switching our flight. On June 7th, we called US Airline Services and were told that this was a charge for switching. After explaining everything and demanding a refund, we were told that we would receive an e-mail within 24 hours and a refund within 2 weeks. Neither one was received. On June 26th, I spent another 4 hours on the phone with them, but still no e-mail or refund. I want my money of ****** USD to be refunded for the fraudulent and unauthorized change of the flight.

  Business response

  07/06/2023

  We have already refunded this amount on June 26th, 2023 ( Please find the attached receipt) and also informed the Passenger by e-mail & Phone.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They spoofed a Swiss Air number and fraudulentally had me book a complete new reservation for a flight already booked through Swiss Air and claimed I would get a refund. They never sent me any tickets and when I did not get these I discovered the scam. I immediately called United Airlines who credited they portion of the charge made to them and as advised by by bank called the number they had. I spoke to ***** who said I would get a complete refund. When I did not see a credit after 3 full days, I alerted my bank to the fraud. I am looking for a complete refund.

  Business response

  07/06/2023

  We have refunded the amount, Please find the attached screenshot

  Customer response

  07/07/2023

  I have reviewed the business response and accept this resolution. 

*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. ↩