ComplaintsforUS Airline Services LLC

• 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. 

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to book a flight for my manager for almost a month. She had to cancel a refundable flight back in December 2022 and we wanted to use her credits to partly pay for the booking. We received the confirmation that the flight can be booked, and the remaining amount to be paid would be ******* USD, including all taxes and fees. We were asked to confirm, and so we did within a few hours. After that, nothing happened. When I asked for an update, I was told we hadn't confirmed the flight, and therefore the opportunity was gone. I kept writing to ********************************** and always got the message back that they needed ***** hours to work on the issue. Can you please make sure my manager gets the ticket asap? Here are a few reference numbers that I got: ## ******* ##Swiss Airline Flight Reservation Confirmation **************** Original booking reference (for the flight that was cancelled): IRDJCH Please note that my phone number is ****************. The form didn't accept this format.I prefer being contacted by e-mail because the last person I spoke with had a very strong accent and I couldn't understand him properly. Thanks.

  Business response

  06/09/2023

  The Passenger has a future credit with ************* and the airline has denied to help and the passenger need to contact the travel agency to get the booking done with future credit value. We tried to seek help both from Swiss Air & Lufthansa Airlines, but in vain. We have refunded the service fees, as we were not able to prove the services,  please find the attached screenshot.

  Customer response

  06/16/2023

  This is to let you know that we were contacted promptly, and several people tried to solve the problem, but we haven't received our money back so far. Therefore, please keep this complaint open.

  Customer response

  06/21/2023

  I am rejecting this response because:   The attached are just the last two of a row of e-mails. We are still waiting for over **** USD refund. There was clearly a mistake made on their side when they didn't book the flight when we confirmed, and now we had to pay **** CHF instead of **** USD for the new booking.

  Business response

  06/22/2023

  The passenger has credits of ******* USD with ************************ and you can avail that credits by calling your AMEX card company directly. Please share your ticket number #************* and they will help you to use your credits with your new flights. We cannot help in this case and Amex is asking passenger to call directly.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/2/23 I was made aware that a *************** flight I had attempted to cancel within hours of booking was mistakenly not cancelled - after hours on the phone with BA I was told by their agent to call a direct number to a BA supervisor - I was given this business 800 number - long story short, they acted as if they were a supervisor at BA & proceeded to charge me $765.98 to upgrade my ticket to refundable assuring me that Id be refunded the $5700 for the ticket - the supervisor, **** even sent me an email that said he was with BA - COMPLETE misrepresentation which is FRAUD (BA had no record of any refund being initiated & are now conducting an internal investigation to find the employee who sent me to them)THIS COMPANY IS BASICALLY A SCAM FRAUD CENTER - AVOID THEM AT ALL COSTS OR IT WILL COST YOU

  Business response

  05/09/2023

  We Have refunded the amount on May 4th, 2023.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint re: US Airline Services LLC On January 23, 2023, I purchased tickets through what I thought was Air Canada. My goal was to use the Toronto Stopover program. The ticket, which cost $3225.90, was supposed to take me and my daughter from Newark, NJ to Dublin, Ireland (arrive 4/1) and then from Dublin to Toronto, CA (arrive 4/4) and then from Toronto to Newark, NJ. I’ve attached the email that I received as confirmation. The email subject line included “Air Canada,” but the email address for the sender was ******************************.” The flight to Dublin was canceled and I was unable to figure out how to get us there, so we gave up. I spoke to customer service at Aer Lingus, where I was offered a refund (within 7 to 14 business days) for $1752.00. However, when I attempted to use the rest of my ticket, assuming it was usable, agents at Air Canada and United said that the information was invalid and not associated with actual tickets. (Please see attached). It was when I spoke to United that I was told that this business based in Texas was catfishing people, making them believe they were speaking to an actual airline. Because I was not able to get Air Canada or United to honor the tickets, I ended up having to repurchase tickets to go to Toronto and I was out $1493.90. 3 Takeaways: • Third parties are insinuating themselves into existing promotions (like the Toronto stopover program) and getting customers under false pretenses. • The customer service representative lied calling himself an Air Canada representative. I thought I had the wrong number at first. • Tickets that are purchased through this service don’t work and are intended not to work. The various booking references and ticket numbers are fictitious and designed to support the overall catfishing. I would like to be refunded for the $1,493.90 that I am owed. I recommend that this company no longer be in business. They ruined our spring break. Thank you. Regards, ****** ****

  Business response

  05/11/2023

  We have refunded the amount on May 11th, 2023. Please find the attached screenshot.

• Initial Complaint

  03/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  United Airlines Services LLC stole my mother's, ***********************, and I money for a March 8 one way ticket to *************** from **********************. The flight was cancelled and we were never notified. Upon calling because I did not receive any itinerary information, this is when we were informed our flight was cancelled. We simply asked for a refund and it became a whole story. Between being transferred to different staff members and being told different stories of my refund, my money has still not be refunded today. I was forced to book another another flight with United Airlines out if pocket, as well as my mom. United Airlines Services LLC - please refund me my $1033.44 back and my mother's ticket fare. *************** like a scam with the different stories we have been fed. Do the honorable thing and give ** our money back please. Any other proposed resolution to this issue will not be accepted.Thank you

  Business response

  05/02/2023

  Our records indicates that refunds were processed in the month of March. Here are details:

  CAD **** refunded on March 6th 2023. It should be in account already.

  CAD ****** refunded on March 28th 2023. It should be in account already.

  Please let ** know if these 2 amount are not received already. We will work with Airline to get refund screenshots as well.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a round trip flight with this company back in October 2022. The departing flight was with Swoop and return with Flair from Toronto to Fort Lauderdale. The departing flight was cancelled and we were never advised. Upon inquiring ourselves and getting confirmation that the flight was indeed cancelled, we asked for a refund. It's been hell since that day. We have spoken with about 15 people from the company and each one has a different story for us. We were told last week the money would be refunded by now but I just got hung up by man of staff for asking when I can expect my money. The amount we paid for the flight was $1033.44 CAD and they refuse to give us our money back. They seem to have a history with this as most of their Google reviews allude to them being a scam. Please refund our money, this is all we asking for.

  Business response

  03/22/2023

  Business Response /* (1000, 5, 2023/03/06) */ We have refunded the amount of CAD 597.41 from our end on March 6th, 2023 and the amount of scoop airlines is pending from there end. the Passenger needs to contact Scoop Airlines for the same. Consumer Response /* (3000, 7, 2023/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Many staff at US Airlines Services, including floor supervisors, had promised us a full refund giving that we have never dealt with Swoop directly. I contacted Swoop and they maintain because the ticket was not purchased directly through them, the agency should refund the full amount. In addition, after I filed this report, a staff member called me and guaranteed to me that I would get my full $1033.44 within 6 business days. And now, it is yet a different story. This is the enraging part about this story that started many weeks ago; being transferred to multiple people with each a different story, being hung up on many times for no reason, being made promises that are never kept. While I am grateful for the $597 refunded, I would like the remaining balance to be refunded to my account for the full $1033.44. Thank you Business Response /* (4000, 9, 2023/03/07) */ We have contacted Scoop Airlines and they have agreed to process a refund of $435.96 CAD, which will reflect back in the card in 14-21 Business days. Hence the total refund adds up to $1033.37 CAD ($435.96 & $597.41) Consumer Response /* (4200, 11, 2023/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like a confirmation in writing from Swoop attesting to this. I can't believe a word these people say anymore because I was told several times I would get an email confirming my flight cancellation by Swoop within 5 minutes several times and it never happened. Please send proof of your conversation with Swoop, as well the contact information of the agent you spoke with in case I need to contact them. Thank you

• Initial Complaint

  02/22/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I am filing a complaint regarding the company US Airline Services LLC. This company posts misleading ads on search engines, does not provide customer transparency upon contact, acts under the pretenses of larger airlines to scam customers into payment and uses an email alias falsifying US Airline Service as other companies They also demand unqualified forms of payment such as over the phone and with credit limits I was redirected to many representatives over multiple days and never got appropriate resolution, was once told "sorry wrong number" I approved and paid for an itinerary and that I then never received and was wrongfully charged $5100 USD for flight itinerary changes on 2-8-23. I was told I was refunded on 1 form of payment and the other wasn't charged because of a card decline which in false. My flight was never changed, and the reservation was mistakenly modified on the same flight There is documentation via email and via their phone recordings. I would like to be compensated for the charge and I would like their advertising removed and blocked and changed to be transparent about being a travel agency and not the direct airline

  Business response

  03/23/2023

  Business Response /* (1000, 5, 2023/02/26) */ We have already refunded the amount and as per ***** airline the card was decline that's the reason the flights were not changed. Consumer Response /* (3000, 7, 2023/02/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company required 2 cards because they had a credit limit. I was refunded one 1 of the 2 cards. They continue to say that the other charge that I am disputing can be refunded because it was declined, however it was not declined and I was charged on the my ****************. The proof of receipt is attached. This is a statement from my ****************.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  they misrepresent themselves as swiss airlines and then tell you that you can not cancel or rebook your canceled flight by the airline unless you pay a fee. they tell you you will be charged to cancel or to rebook even when the airline has already canceled your flight!!! FRAUD FRAUD FRAUD

  Business response

  03/23/2023

  Business Response /* (1000, 5, 2023/02/20) */ We have already refunded the amount of 2400.57 USD on Feb 16th, 2023 in Mastercard card ending 9113

• Initial Complaint

  01/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I believed I was calling Southwest Airlines. They told me they were with Southwest Airlines when they answered the phone. I booked a flight with them for a puppy I was having flown from ********* to ***********. They walked me through the booking as Southwest. I thought the cost was rather high but I went with it anyway. They were having trouble with my email so I used my husband's email. They sent an email to him. It did not have flight info, only the fact that they were setting up the flight info and I would receive the e ticket in four hours. When I called them back, they answered as Delta Airlines Helpdesk! I freaked out and said I thought this was Southwest. They immediately hung up. TH*Y D*L*T*D TH* ***** TH*Y S*NT M* (My husbands email). They charged me $607.98 on my debit card. I quickly called ***** Fargo and explained what happened, and they temporarily gave me my money back. In ***** Fargo's investigation, this company told them they gave us the service and were unable to reach me. I found out later the day this all happened that Southwest DO*S NOT ALLOW unaccompanied pets on flights anyway! I N*V*R R*C*IV*D TH* * TICK*TS OR ANY FURTH*R *****S. They are a scam!!! And ***** Fargo believed them!! I don't know what else to do at this point.

  Business response

  01/18/2023

  
  As southwest have changed there Pet Policy, We were calling you to inform the same, but you never answered, we were about to provide you options with alternate airlines, meanwhile you disputed the charge with your card company. We called you and emailed you several times, so that we can resolve the dispute and work on you case, but there was no response from your end.
  As you have already disputed the charge, so your card company has already credited your account for the amount. There is nothing left for us to refund.

  Customer response

  07/25/2023

  I'm sorry I didn't respond sooner. I have been working with ***** Fargo to receive a refund but to no avail. This company is lying. There was no refund to me. They are also lying that Southwest has since changed their pet policy. It was a no-unaccompanied-pet policy back in July of 2022. From the day this fraud occurred this company has not contacted me AT ALL.  I tried to call them and they hung up on me. It happened the same date of the fraud, and I wanted a refund.  They hung up on me and recalled the ONLY email they had sent to me.  As you can see from the many different complaints, they portray themselves as belonging to the airline you think you're calling.  I am attaching the no refund letter from ***** Fargo and also the letter from Southwest Airlines that NO ticket was purchased for me, my dog, or US Airlines LLC on that date or any date near to that.  I want a full refund and I am SO TIRED of these scammers. They should not be allowed to exist and I will happily join any class action lawsuit against US Airlines LLC or it's owner.

  Business response

  08/04/2023

  We have processed the refund as per your request. Please find the attached receipt.

  Customer response

  08/10/2023

  I have witnessed the refund into my account. 

• Initial Complaint

  12/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Fraud company pretending to be ******** charging for services not approved.

  Business response

  03/16/2023

  Business Response /* (1000, 5, 2022/12/15) */ Hello, We are not related with any Airline and we never pretend to be. Being travel agency we can book airline tickets. If Mr/Mrs ******** work is not completed then we can work to resolve the issue. I can confirm that services were rendered correctly.

*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. ↩