Complaints

This profile includes complaints for Breeze Airways's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Breeze Airways

  6340 S 3000 E Ste 400 Salt Lake City, UT 84121

• 

  Breeze Airways

  4100 George J Bean Pkwy Tampa, FL 33607

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:04/21/2025

  Type:Billing 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 received an email from Breeze airways on 4/19/25 informing me my recent booking with them for 8/28/25 is being canceled due to an outstanding balance of $1940.82 from a round trip flights booked on 3/23/24 from ********, N.Y. to *******, **. I had difficulty booking using the Breeze App, tried their Chat option for customer support and did not receive a response after at least 20 minutes . Without any luck I searched for a customer support number on their App. I used ****** to locate a customer support number which I found titled Breeze reservation assistance . (At this time I had no idea Breeze does not have a phone support system in place) the person (****) on the phone said they could finalize my booking which they did. I received an itinerary on my Breeze App and boarding passes and flew to ******* . One day before my return flight my itinerary disappeared from my App. so I called **** and he rectified it. This was when I asked him if he was a Breeze employee and he said no he is not .He claimed he was an authorized agent of ************************* and the fact that I received itinerary and boarding passes through my Breeze app I presumed he was legitimate and flew home the next day..A month and a half later I booked and paid for another trip to **. successfully through the Breeze App with no issues...In Jan.of 2025 I booked and paid for flights to ******* for my daughter and grandson through the App with no issues . Which brings us to this, the first trip payments were canceled after the trip payment was found to be fraudulent . We are on a no fly list with Breeze until I pay the $1940 .82. I responded to Breeze email . I have no recourse with my credit card *** to dispute the charge with Reservation assistance .com because it is over a year old. I feel Breeze is largely responsible for this ...their app created itinerary's and boarding passes and the fact that they waited over a year to notify me gives me no recourse ...phone contact by Breeze employee

  Business Response

  Date: 04/26/2025

  Hello ******,
  
  We received your concern sent to the Better Business Bureau. While, respectfully, the BBB doesn't have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. *****), we appreciate the chance to respond to your message.

  We truly regret that you were taken advantage of by the scammers you spoke with. We recognize that when some Guests encounter hiccups on our app or website, sometimes their first response is to search online for a customer support phone number. Unfortunately, many scammers take advantage of this. We do our best to combat scams by putting a disclaimer on our Contact Page, which says "While we don't have a phone number to call, you can text us at ************ or click the Contact Us Now button at the bottom of this page. Messaging & data rates may apply. Text STOP to opt out at any time. Don't get scammed by third parties pretending to be Breeze. Check out our fraud prevention tips here." We wish that you'd reached out to our Guest Empowerment Team when you first experienced trouble booking so that our Guest Empowerment Team could have supported you.
  
  We've been in touch with our Treasury Team for clarification regarding this situation and would like to share what we learned from them.
  
  Our records show that you attempted to book a reservation on March 23, 2024, but this reservation was canceled when the card declined. On March 23, 2024, reservation EE8TJB was booked successfully, but this reservation was created by an unauthorized third-party agency, ************************. You gave them your card information and they charged it on their end. However, they used another person's credit card to book your flight on our website. The card went through and the reservation was confirmed, which is why you received a confirmation email. The cardholder rightfully disputed this fraudulent charge and so we canceled and refunded reservation EE8TJB. Because you did not travel on this reservation prior to the chargeback, you were not placed on the no-fly list at this time.
  
  You reached out to our Guest Empowerment Team on April 3, 2024, to inquire about the canceled reservation and to share feedback regarding our text-based customer support system. You advised us that you had called a number you found on the internet that claimed to be Breeze Airways and that the individual you spoke with on the phone booked a flight for you. You let us know that this number belonged to **** at reservationassistant.com.Our Team Member supported you in linking your new reservations to your Breezy Rewards Account because, at this time, the payments had been made successfully and they were not flagged by our system as being fraudulent bookings. Our Team Members also offered information about why your seats had changed when the third party rebooked you. They informed you that your original reservation (EE8TJB) had been canceled due to a chargeback. They explained what a chargeback was and told you that if you spoke with someone on the phone, it was not Breeze and was likely a scammer.
  
  We gather from your messages that when we canceled reservation EE8TJB, you reached back out to *************************. Our records show that they attempted to book several new flights for you, again using other people's cards. Many of their attempted payments declined, but reservation D739YJ and reservation LC3N5H did go through. Reservation D739YJ was booked for travel on April 7, 2024, and cost a total of $739. 82. Reservation LC3N5H was booked for travel on April 14, 2024, and cost a total of $1,166.00. You and ****** traveled on both of these flights.
  
  After your travel was complete, a chargeback was filed for both reservations LC3N5H and D739YJ. Breeze lost both of these chargebacks, which left the reservations flown but unpaid for.
  
  When Breeze loses a chargeback and the flights in question have already been taken, the Guests who flew on the flight are responsible for paying the outstanding balance. Guests who owe Breeze a balance due to a chargeback on a flown flight are placed on our no-fly list until the reservation's balance and the chargeback fee are paid in full. At this time, our system does not have a way to proactively notify Guests that they have been placed on the no-fly list due to a chargeback situation. Instead, we track the names of every Guest on this list. When a Guest books a flight and they are the traveling passenger, our system flags the reservation, and our Treasury Team reaches out to the Guest.
  
  You and ****** were added to the no-fly list in June. You booked a reservation this same month for some family members, but because neither you nor ****** were flying with us, our system did not flag the booking. It was not until April 2025 - a year after your original reservation - that you booked a new flight for yourself and ******. Our system flagged this reservation and our Treasury Team sent you an email letting you know that you would not be able to travel with us until the outstanding balance from your previous flights was paid.
  
  We very much understand your frustration at being notified of the chargeback situation only recently and would feel the same way in your shoes. We recognize how upsetting it is to have no way to dispute the charges with ************************. However, we appreciate your understanding that the reason we did not reach out earlier was that you did not book a flight for yourself again until this month. Because of this, our Treasury Team did not have the opportunity to let you know about the situation earlier.
  Although we can't make an exception to our chargeback policy, we do empathize with how frustrating and disappointing this situation has been for you and ****** and will continue to do what we can to prevent our Guests from being taken advantage of by scammers. Chargeback concerns are addressed by our Treasury Teams, so any further communication regarding the chargeback will need to go to them at ******************************************* However, if you have questions about anything else please don't hesitate to reach out to our Guest Empowerment Team and we'll do our best to support.
  
  Breeze Airways

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23231337
  
  I am rejecting this response because:
       Breeze knew in June of 2024 about the fraudulent charges . As I stated I was under the impression I was dealing with a Breeze agent or at least an authorized agent. My wife and I flew June 27- June 30 2024 on Breeze , no issues. In your email to me on 4/22/25 you state you became aware of this in June of 2024. Never did Breeze even attempt to contact me about not being paid for said trips in April 2024 . You also state that ************************** tried to use multiple credit cards to pay for said flights , again not even an attempt to contact me on Breeze's part when we are the travelers. How am I suppose to know the bookings are fraudulent if you do not notify me ? Again , you have my contact information. Who waits over a year to notify a customer of  this type of situation? Also I booked and paid  through my Breeze app flights for my daughter and grandson, again no issues. I'm not buying that my 4/25 booking for a trip in August of 2025 triggered Breeze to finally notify me of the chargebacks/fraudulent bookings .  Again because Breeze made no attempt to notify me and the fact that it is over a year I cannot even dispute the original charge on my credit card .(I have statement and the letter from ***** about the determination of my dispute from 4/18/25 )....

      Not that my opinion matters much but Breeze should rethink how they do business. In my emails I expressed our desire to come to an understanding in this matter and continue to be loyal Breeze customers to no avail. Hopefully ********************** will put better security safeguards in the future on their app and better means of communication ,as it appears there are many others dissatisfied with them also . Again after all this we still would like to come to a compromise on this matter and continue for ****** and I to fly Breeze ...

     
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/01/2025

  We received the rejection sent to the Better Business Bureau. While respectfully, the BBB doesn't have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49 U.S.C. Sec. *****), we appreciate the chance to respond to your message.
  
  When a chargeback occurs, our system tracks the name of the Guest associated with the chargeback. If that Guest books a flight for themselves, our system flags it. We did not contact you in April 2024 because you were not on our no-fly list at that time. You were not notified of the chargeback situation when you booked a trip for your daughter and grandson because their names were not associated with the chargeback. Our system does not flag a reservation unless the traveling Guest is on our no-fly list. You didn't book another flight for yourself and ****** until April 2025. This is when our system flagged your reservation, and this is when our Treasury Team notified you through email about the chargeback.
  
  In addition, when a chargeback occurs, it is handled between Breeze and the issuer. In most cases, you would have received an email if you were the issuer. However, in your case, you were scammed by a third-party who requested the chargeback. We would have sent an email to the third-party issuer. They intentionally did not send you the email update.
  
  Please know that both authorized and unauthorized third-party booking agents use our site. We do have systems in place to try to identify and cancel reservations that appear suspicious or concerning, but unfortunately, we cannot catch every situation. We always recommend that our Guests book directly through our website or app rather than through an unaffiliated third party to help prevent fraudulent activity.
  
  We recognize you had trouble creating your reservation online. When this happens, our Guest Empowerment Team is always available to help troubleshoot those issues. We do not offer support over the phone. We don't want our Guests waiting on a phone hold, which is why we love offering support through text and email.
  
  We understand how much this has impacted you, and your experience and opinion matter to us. We'll use your feedback to continue to improve our procedures so that we can better prevent scammers from taking advantage of our Guests in the future.
  
  We appreciate your willingness to come to a resolution. At this time, we have been advised by our Treasury Team that we will not be able to remove you and Jeanne from our no-fly list until we have been compensated for previous travel and associated chargeback fees. This obligation falls upon the traveling Guest(s) as they are the one(s) who received our services. Thank you for understanding.
  

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23231337
  
    I am rejecting this response because: When I had trouble booking on your app I used Breeze's chat option and received no response after considerable amount of time . How long should one stare at the phone or iPad before seeking another means of communication, 40 ,50, 60 minutes ? Your previous correspondence stated that you were aware of this incident in June of 2024. We flew with Breeze at the very end of June in 2024 ...no issues ,no red flags. Yes it appears we got scammed but you did also ...equally in my humble opinion ... however you knew in June of 2024 and I found out in April of 2025. How can I possibly know of a problem and correct the problem if the business that was affected doesn't communicate to its customers in a timely manner. Your procedures are obviously flawed. You have  numerous complaints on line for a lack of customer concerns and lack of communicating effectively with its customers as well as a F rating with ******************** . Deservedly so. 

    In conclusion if Breeze cared for its customer base we would have been able to come to an agreement  which Breeze could have profited from as well as our future flights back to **. As stated before between my wife and myself we would fly 1-2 trips a year along with other family members flying to visit us . We originally heard about Breeze from my sister in-law who won a contest Breeze had at *************************************** in ************ in 2023. We were excited Breeze came to ********, ** as it was very convenient for us. After relocating to ******* we were also excited about Breeze flying  into ************* ...sadly future flights will not happen . 

   

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

• Initial Complaint

  Date:04/11/2025

  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 purchase a ticket from breeze airways from klaran and the ticket got cancelled from breeze i paid $100 on klaran the whole ticket was $193. I filed a complain cause breeze airways gave me a credit ***** and i tried to contact for a refund. They kept ignoring my calls and email . Klaran disputed the klaran since last year of november, and klaran told me i have to pay the remaining balance when im not cause i never used that ticket

  Business Response

  Date: 04/12/2025

  Hello ******,

  We received your concern sent to the Better Business Bureau. While, respectfully, the BBB doesn't have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. *****), we appreciate the chance to respond to your message.

  We see that you booked your reservation on October 31, 2024, for travel on November 3, 2024. You booked with a No Flex Fare, our fare-only option. Unlike our bundle options, reservations booked with a No Flex Fare may only be eligible for a partial credit upon cancellation, depending on when you cancel.

  On November 3, you canceled the flight online. Because you booked with a No Flex Fare, and because the flight was less than a day out, you received a partial credit of 25% of the original cost of the reservation.

  On November 3, you reached out to our Guest Empowerment Team to request a full refund for your reservation. While we understand that you paid for your reservation through ******, a "buy now-pay later" service provider, and wanted a full refund to repay Klarna, we were not able to do this.

  Per our Contract of Carriage, Breeze sells only nonrefundable tickets and does not offer refunds back to the original form of payment outside of certain events (i.e. significant delays, significant schedule changes, or flight cancellations made by the airline). Our Team Member let you know that, because your flight did not experience a significant disruption or cancellation by us, the cancellation was considered voluntary and therefore not eligible for a refund to your original form of payment.
  
  While your reservation was only available for a partial credit under our policies, and though you did not take your flight, you are still responsible for paying Klarna in full. The Team Member you spoke with on Novebmer 3 let you know that we don't partner with ****** and cannot support payment questions or issues for Guests who use Klarna. If you still have questions or concerns regarding this payment, we urge you to reach out to ***** for assistance.

  Regarding your concern about contacting us, we do see that our Team Members let you know that we don't communicate via the phone. We are, however, happy to support over text, email, or through ******** Messenger. We're glad to see that you were able to get in touch with our Team Members via text and hope that you will always feel comfortable reaching out in the future if you have any other questions or concerns.

  While we aren't able to make an exception, we do hope we've been able to clarify our refund policy and explain why our Team Member was not able to support you with your Klarna payments. If you have any other questions about this or future reservations, please don't hesitate to reach back out to us.
  

  Breeze Airways
  

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair 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.

  2 airline tickets were purchased in October or November of 2022. The trip had to be cancelled because of a death in the family. I was credited with ****** breeze points, which is equivalent to $408.00. About a month ago I went to book new flights and saw that all. of the breeze points had been deducted from my account. When I contacted the airline they said the points had expired on 12/28/24, 2 years after I had received the points. I questioned why I had not been notified that my points would expire. They said they had sent emails, I said I had not received one email, they said the emails had probably gone to my spam or junk. Obviously they know that this is a common occurrence so you would think they would reach out a different way when a customer has points that are going to expire. I have asked 2x for the points to be reinstated since I had not gotten an email and they will not.

  Business Response

  Date: 04/03/2025

  Hello ****,
  
  We received your concern sent to the Better Business Bureau. While, respectfully, the BBB doesn't have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. *****), we appreciate the chance to respond to your message.
  
  We're very sorry for your family's loss, ****. We'd like to offer our sincere condolences to you and your loved ones.
  
  It's our understanding that your BreezePoints expired before you redeemed them toward a new booking. As you mentioned, your balance of ****** BreezePoints was earned on December 28, 2022 and expired on December 29, 2024.
  
  BreezePoints are valid for 24 months from the date of issuance. You must redeem your BreezePoints before their expiration date, otherwise they will be removed from your account.
  
  When you first canceled your reservation #L83YKG in December 2022, the confirmation email you received stated that the BreezePoints you earned from that cancellation would be valid for *********************************************** fairness to all our other Guests, expiration dates cannot be extended or reversed.
  
  You can review the terms and conditions of our Breezy Rewards program once again on our website here: **********************************************************************************************************************************
  
  If you have another question or need future support with another reservation, you can connect with us by text at **************, or by email at **************************************************************.
  
  Breeze Airways

• Initial Complaint

  Date:03/26/2025

  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.

  Bought tickets for 4 of my family including myself my wife and 2 kids to fly from Orlando to Lancaster,Pa on 3/27/2025. Ended up testing for Covid and we all have it. Notified Breeze as soon as we found out literally the same day we bought tickets on 3/25/2025. This was going to have to be cancelled and refunded to original payment method. I was fought with over and over did my they wanted some proof of the medical issue I sent them a picture of the covid positive tests. Letting them know that we wouldn’t be coming on the light and infecting the entire aircraft with COVID. And we would like to have our money back please, finally they agreed to refund everything in airline credits for future use. We’re out of work currently because of the infection for at least a week and I states that we wouldn’t rather have the refund sent due to the nature of needing those funds and being sick, they refused to do so, I also let them know that we’re first time customers and we never used them and that this was a nightmare and we would never want to use them being tested this way from the gate, I kindly asked again for a full refund again being told they weren’t going to refund the money but rather leave the credits in place again, I feel humiliated and stolen from. This is unnaccetable. The agent was very rude to me and stated that if I didn’t just shut up that I wouldn’t get it all taken from me including the credits and no refund. I told him that they would be hearing from a legal Team.

  Business Response

  Date: 04/02/2025

  We received your concern sent to the Better Business Bureau. While, respectfully, the BBB doesn't have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. 41713), we appreciate the chance to respond to your message.
  
  Per our Contract of Carriage, which is the agreement we enter into with Guests when they book one of our flights, Breeze sells only nonrefundable tickets. Refunds to the original form of payment are only issued in certain circumstances as required by the Department of Transportation (DOT). While we understand that illness can impact our Guests travel plans, these situations do not qualify for a refund to the original form of payment.
  
  Even though we only sell nonrefundable fares, we understand that outside events can impact your travel plans and do our best to provide some flexibility. If you book a Nice, Nicer, or Nicest Bundle, you have the option to cancel your reservation up to one hour prior to departure for a full refund issued as a Flight Credit to your Breezy Rewards Account. Our No Flex Fare - which we see that you purchased - is a fare-only option that may be eligible for only a partial credit upon cancellation.
  
  We see that you reached out to our Guest Empowerment Team on March 26, to let us know about your family's illness. We appreciate you letting us know. Though you purchased a No Flex Fare, our Team Member made an exception and issued a full refund for your reservation as a Flight Credit to your Breezy Rewards Account. While we understand that you would have preferred to receive a refund to your credit card, the Team Member you were texting with correctly stated that your reservation did not qualify for this option. Out of fairness to our other Guests, we will not be able to make an exception.
  
  While we understand this isn't the answer you were hoping for, we do appreciate your feedback. We've reviewed your text conversation with our Guest Empowerment Team and don't see an instance in which you were told that the Flight Credit you received would be removed from your account. If you have screenshots of this message, please send them to us at (501) 273-3931 or via email to [email protected] so that we can investigate.
  
  Breeze Airways™

• Initial Complaint

  Date:03/21/2025

  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.

  Breeze Air Ways; I submitted multiple requests for cancellation. starting just minutes after booking a flight, due to a misleading destination slip! I wanted a flight to Boston and the destination changed to Portsmouth New Hampshire. I mentioned (in text) that I am a cancer patient and cannot afford the loss ($312.74) . Breeze has been deceiving and unavailable through thier cancellation procedures. I follow their instructions for cancellation. Their site is flawed and miss leading. Even thought they booked me to portsmouth, that flight even changed! They will not let me through for a call and their chat is mechanical, not human interaction. they do not allow for any question other than ther own question selection that does not apply to my situation - please help an thank you ****** * ******

  Business Response

  Date: 03/27/2025

  We received your concern sent to the Better Business Bureau. While, respectfully, the BBB doesn't have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. 41713), we appreciate the chance to respond to your message.
  
  Thanks for reaching out and sharing your concern. We are sorry to hear you are battling cancer, and we send our best thoughts for your recovery. We understand your frustration when you realized you made an error in your booking and reached out to us to cancel. We'd like to offer some information and clarification.
  
  Reservations can be canceled within 24 hours of creating the booking for a refund to the original form of payment if the flight date is at least seven days out and the reservation has been unmodified. Because you booked your reservation using Expedia, we advised you would need to link your reservation to our system in order to be able to access it to make that cancelation. We see that we offered this guidance both by text and email. Please note that, although our automated system is usually our first response, you were transferred to our Guest Empowerment Team, who provided their real-time assistance.
  
  One of the ways we keep our fares low is by encouraging our Guests to self serve using our website. Reservations booked at least 7 days out with Expedia can be canceled within 24 hours for a refund to the original form of payment online if the reservation is correctly linked to our system, as we advised.
  
  As a courtesy, we've canceled reservation ****** and refunded $312.74 to the original payment card. Please allow 5-7 days for that to process.
  
  You are in our thoughts as you are dealing with a hard time right now. We hope to welcome you on board in the future.
  
  Breeze Airways™

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair 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 bought a ticket to fly from ******* to ********** with my wife. The 2 tickets went for $904.98. We arrived at the gate right at the end of boarding 8:45 on the dot. However the gate was shut completely and no representative to be found. We knocked on the door, tried to get Breezes number (they dont have any customer support you can speak with on the phone. Only through Text and ********). As 20 minutes passed by we saw the jet bridge get removed and finally the personnel came out from the door. We asked why would they shut the door early as we we were waiting for ***** minutes to speak to someone. The Breeze worker lied to our face stating that they held the door open an extra 10 minutes after the door were supposed to close (which was 8:45). That Is completely a lie and they shut the doors early. From there, I let Breeze know of my situation and they refuse to give me a credit to my account. Not only that, but I cant get anyone physically on the phone, they have automated responses via texts and they dont care about any customer loyalty whatsoever. The sad thing is, I fly Breeze every week as I travel for work to the same city that Breeze Flys directly to. Im not asking for A refund, but a credit that would be used in the next month. However, the real problem is the lying the occurred, and the awful customer support

  Business Response

  Date: 03/07/2025

  We received your rejection sent to the Better Business Bureau. While, respectfully, the BBB doesn't have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. *****), we appreciate the chance to respond to your additional message.
  
  We understand that our calculation of the length of the delay may differ slightly from yours. However, that small discrepancy doesn't change our guidelines for offering reimbursement expenses. Our Contract of Carriage states: Breeze may provide limited electronic vouchers and/or expense reimbursement options to Guests as reasonably necessary to maintain Guests safety, health, and welfare. Our Team generally offers reimbursement options when a flight is delayed overnight or canceled without notice due to events deemed controllable by Breeze. The delay of MX 351 from ******* (***) to *********** (MSY) on Feb 23 is far outside our general guidelines for reimbursement options.
  
  Our Contract of Carriage then goes on the state: Any such electronic vouchers and/or reimbursement options are provided solely as a courtesy to Guests, and Breeze is not under any obligation to provide electronic vouchers, reimbursement, amenities, or services. Although we recognize the nearly 2-hour delay was deemed controllable, courtesy reimbursement options weren't offered and will not be provided.
  
  
  Thank you for your feedback concerning the notification about the security checkpoint closing before the flight departed. These flight disruptions are fluid and our team shared the notification as soon as they could. We will pass your feedback concerning the timing of future notifications along to them.
  
  
  Although this may not be the outcome you wanted, we hope to welcome you and ******* on board again in the future.
  
  Breeze Airways

  Customer Answer

  Date: 03/08/2025

   
  Complaint: 23034009
  
  I am rejecting this response because:

   

  I understand timelines are fluid, but that is no case to Close the Gate entry EARLY, which is what happened. I have never experienced a gate closing early with any other airline that I have flown, and I travel weekly for my employer.

  Then to be lied to by your employee, and have no additional customer service interaction other than in writing is unacceptable, especially for customer's that utilizie your airlines weekly.

  Sincerely,
  
  *******

  Business Response

  Date: 03/13/2025

  Hello *******,
  
  Please disregard our previous response. That message was intended for another Guest, and is addressing their complaint. We apologize for the mix-up. Below is our correct response to your original message.
  
  Thank you for letting us know that you missed your flight on March 7. We recognize how frustrating it can be to arrive at the gate only to learn that the doors have already been closed. We also understand that some of your frustration was due to a misunderstanding with the Team Member you spoke with at the airport, and we hope to provide some clarification.
  
  We know unexpected events can happen and may result in Guests arriving later than they hoped at the gate. For this reason, we always recommend that Guests arrive at the airport at least 2 hours prior to departure. Guests are required to make themselves available at the gate at least 30 minutes before their flights scheduled departure time. Doors are required to close at least 15 minutes before departure to ensure an on-time departure. Once boarding is complete and our ************ Members close the door and begin safety announcements, the doors must remain shut. We arent able to make exceptions to this rule.
  
  Please know that, while our ************ Members do their best to adhere to our posted schedules, these times are approximate and this is likely why the Team Member you spoke with said what they did.
  
  We see that your flight was scheduled to depart at 9:00 am. In your BBB message, you let us know that you arrived at the gate at 8:45 am. The ************ Member working that flight corroborated this, and let us know that you arrived at the gate with checked bags after the flight doors had already closed and after the plane had begun to push back. Due to all of this, we were not able to allow you on the plane.
  
  According to our Contract of Carriagethe agreement made between Breeze Airways and each of our Guests during bookingreservations may be canceled up to 1 hour prior to departure for a Flight Credit, depending on the bundle that was purchased. If changes or cancellations arent made at least one hour before the scheduled departure time, the fare is forfeited. Missed flights are not eligible for a credit or refund.
  
  Out of fairness to our other Guests, we must remain consistent with our policy and will not make an exception in this case.
  
  Finally, wed like you to know that while we dont offer support over the phone, our Guest Empowerment Team is available 24/7 via text at **************, by email at ********************************** or through ******** Messenger. Once you answer a few automated prompts, our system will connect you to one of our live Team Members. If you ever have any questions or concerns in the future, we hope youll always feel comfortable reaching out so that we can support you.
  
  Breeze Airways 
  

• Initial Complaint

  Date:03/06/2025

  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.

  Breeze flight to AVP 03/05/2025 was delayed 3 x due to mechanical difficulties. Finally, we boarded at 10:55 pm. Sat on the plane for over an hr. to have mechanical issues checked again. Flight was cancelled at midnight. Leaving passengers either stranded at airport or finding themselves a hotel. Im traveling with my pet, so hotel charges additional fees. $258 on breeze card. Next day 03/06/2025 supposed to fly out of MCO at 4:40 pm. One hr. prior we were told flight was cancelled due to weather conditions. Again to find other flights or our own hotel. I'm still in Orlando..night 2 in different hotel$224. Flight now rescheduled for 4;40 tomorrow 03/07/2025. My current Breeze card balance is over $900 I should not have to pay for canceled flights and I believe I should be reimbursed for hotel fees due to same problem.

  Business Response

  Date: 03/10/2025

  We received your concern sent to the Better Business Bureau. While, respectfully, the BBB doesn't have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. 41713), we appreciate the chance to respond to your message.

  We understand how difficult flight disruptions can be, especially when they happen back-to-back as yours did. While we never want to delay the flights that our Guests rely on, we appreciate your understanding that safety is always our top priority. It’s not something we’re willing to compromise and delays may happen as we operate with an abundance of caution.

  Our records show that your flight on March 5 was scheduled to depart at 4:40 pm. Your plane was significantly delayed earlier along its route due to necessary maintenance, which pushed your departure time back. We see that the person who booked your flight received an email from us at 11:01 am, letting you know about the significant delay and sharing options with you for keeping, canceling, or moving the flight.

  At 12:06 pm MT, you received an email letting you know that your original plane was being taken out of service to allow our technicians extra time to resolve the issue, and a new plane was being brought in to operate your route. Shortly after this – at 12:52 pm MT – a meal voucher was issued to the email associated with your reservation.

  We see that your plane experienced a return to the gate for a maintenance check. At 12:09 am MT, you received an email titled "Important Reimbursement and Flight Options". This email again outlined your options to change or cancel your flight for a full refund and asked that you reach out to our Guest Empowerment Team for support in doing so. It also outlined our offer of compensation and reimbursement for Guests on this flight. If you haven’t had the chance yet, please refer to this email for the reimbursement link associated with your flight. Here you will be able to submit receipts for the expenses you incurred as a result of the overnight delay.

  On March 6, your flight to Akron (AVP) was canceled due to unsafe weather in AVP. We truly do recognize how upsetting this was, especially as it happened after a significant disruption the day before. While uncontrollable delays do not qualify for reimbursement, we made an exception in this case due to the unique circumstances around this flight. On March 6 at 4:03 pm MT, you received an email titled "A follow-up message from Breeze" which included information regarding additional reimbursement for expenses incurred as a result of the cancellation.

  Regarding the refund for your cancelled flight and the price adjustment for the flight you purchased to replace your original reservation, we see that one of our Guest Empowerment Team Members has already taken care of that for you. Please refer to the email they sent earlier today for a full account of your refunds.

  We hope we’ve been able to address your concerns here but if you have any additional questions, please don’t hesitate to reach back out to us via text, email, or Facebook Messenger.

  Breeze Airways™
  

• Initial Complaint

  Date:02/22/2025

  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.

  On Dec 30 I made reservations for a flight from ******** to **********, **. for ****** for 2 people. Our flight times were changed 3 times, the final one involving a 6 hour layover. At this point, Breeze said we could get a refund to the original form of payment. I have tried multiple times over the last month to process the refund. Each time the website let's me know that they recognize my original form of payment but nothing happens.

  Business Response

  Date: 02/27/2025

  We received your concern sent to the Better Business Bureau. While, respectfully, the BBB doesn't have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. *****), we appreciate the chance to respond to your message.

  We recognize how frustrating flight disruptions can be and understand why youd want to cancel your flight after the departure time changed so significantly. We appreciate you attempting to cancel the flight yourself and are glad that you reached out to our Guest Empowerment Team for support when the cancellation didnt go through online.

  We see that you first reached out to our Guest Empowerment Team on February 22. You were connected to a live Team Member but did not respond to them when they attempted to confirm if you wanted to cancel the flight for both Guests on your reservation. You opened the conversation back up on February 23 and one of our Team Members supported you with canceling and refunding your flight back to your original form of payment.

  Were happy to see that everything was sorted out and we look forward to flying with you in the future!

  Breeze Airways 

  Customer Answer

  Date: 02/27/2025

   
  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.
  
  Sincerely,
  
  ***** Rock

• Initial Complaint

  Date:02/12/2025

  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.

  On Dec. 1, 2024 I purchased flights for 3 passengers for a round trip from MA to FL. Conf#******. Upon our 2 hr early arrival we were checking in at the desk when a supervisor came in and said that our stop in EWN was cancelled do to ice at that airport and our flight would now be straight thru. We went to our gate and waited for check in. At 1:20pm (10 minutes before our flight was due to leave) there was no one at the Breeze desk, no intercom announcing the flight. We went behind the counter and started banging on the door. A rep came and we showed our tickets and they said they had us as no shows. We went back and forth for 5 minutes, they called more reps and finally allowed us on the flight. I guess what happened was when they cancelled the stop they had to change the flight number and issue new tickets after they let us go with the original tickets. On Jn 17th we all received a text message at 7pm to check in for our return flight which we did. We arrived at the airport to check in and was told that someone from our group cancelled our flights at 2am and they refunded our money. We explained that we were sleeping and this was not true. When we asked how they received the message they could not tell us. We went back and forth to no avail and they told us we could text Breeze if we wanted. We ended up having to buy a new flight for an additional cost of $175.00. When I got home I sent an email to Breeze explaining what happened and their reply was someone probably hacked our account and we should go in and change our password. We travelled with another companion who had their own trip # and it happened to them also. I believe that when they cancelled the flight at the take off we should have gotten new tickets like everyone else but they sent us along with the old ones, hence we were no shows in their system. I believe I should get an apology for their mistake and compensation for the extra expense and the stress we incurred trying to get home.

  Business Response

  Date: 02/19/2025

  Hi ***,
  
  We received your concern sent to the Better Business Bureau. While, respectfully, the BBB doesn't have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. 41713), we appreciate the chance to respond to your message.
  
  Thank you for bearing with us while we have looked into all the issues you have brought to our attention.
  
  Regarding your outbound flight, *****, we had to adjust the route due to weather conditions, which led to the cancellation of the stop in Coastal Carolina/New Bern (EWN) and a change to flight ****** . An email and app notification titled "Important: Rescheduled Breeze flight to MCO. ******" were sent to you on January 10 at approximately 12:22 pm ET with details about the changes and the need for you to check in, as the flight number was updated. After reviewing everything, we’ve confirmed that our Airport Team Members properly removed you from the no-show list and checked you in before boarding.
  
  For your return flight, it shows in our system that your reservation was canceled online. We recognize that this may have been an error on our part, we’d be happy to consider reimbursement for your additional expenses, provided you can share the receipts with us. We’ll send you a follow-up email with all the reimbursement details, including the link to process it.
  
  Breeze Airways™

  Customer Answer

  Date: 02/24/2025

  
  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 if followed through.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:02/05/2025

  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 had points (******) for travel from flights that were cancelled. Without warning these points were removed from my account. I contacted the airlines who stated the points were expired. I never received any information that these points would expire. The airline stated that I could look them up in my account. I am 72 years old and not very computer savy. The only page I see when I lof on to my Breeze account shows the number of points I have. There is no expiration date. Thanks for your help

  Business Response

  Date: 02/08/2025

  Hello, ******.
  
  We received your concern sent to the Better Business Bureau.While, respectfully, the BBB doesn't have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. *****), we appreciate the chance to respond to your message.
  
  We understand that your BreezePoints recently expired. We're glad that you were able to get in touch with our Guest Empowerment Team. After examining their messages, we can confirm that they offered accurate information in relation to our BreezePoints expiration policy as well as where Guests can locate BreezePoints expiration dates.
  
  In accordance with our policy, BreezePoints earned for completing travel or BreezePoints accrued upon canceling are valid for 24 months from the date of issuance. This information is available to all Guests on our website at ************************************************************************************************************************. We also see that when you canceled your reservation on January 12, 2023, you received a cancellation email confirming the cancellation. This email also stated that BreezePoints are reusable for up to 24 months after the original date of issuance. Finally, we see that beginning on June 9, 2024, monthly statement emails were sent to the email address associated with your Breezy Rewards Account. Each of these emails contained information regarding your current BreezePoints balance and upcoming expiration dates.
  
  We understand your frustration with the BreezePoints expiring before you used them. However, because the relevant expiration information was made available through various means and in order to remain fair and consistent with our other Guests,we are not able to make an exception to our policy and extend the expiration date.
   
  Breeze Airways