Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Having trouble log in to my *** account **********, was told there is some issue with rewards family member registration. For the last decade or so, only used my rewards account for myself or family member traveling. Cannot send things like birth certificate to prove family relationship as cousins or other second degree family members is hard to prove or near impossible to do. *** closed account without any previous alert, which causes a lot trouble for my holiday traveling. Need *** to reopen my account immediately and I promise that I will use the the account according to their policy closely. Thank you so much.*** ****

  Business response

  01/06/2025

  Dear Valued Customer: 
  
  We are in receipt of your correspondence forwarded by the BBB of 
  ************ on December 27, 2024. 
  
  Above all, we regret the circumstances that prompted you to write.
  
  Upon reviewing the *** ************ (***) account history, our records 
  indicate that contact was made to our *** Mileage Desk via telephone. 
  As our previous representative may have advised, your *** account had 
  been flagged for suspicious activity. When an *** account is suspected 
  of possible fraud, the account is immediately locked. To reactivate the 
  account, we require two copies of a government-issued ID to verify your 
  name and address associated with the *** account, as well as either a 
  copy of the birth certificate or proof of family relationship to verify your 
  connection to the award user.
  
  Additionally, as also stated on the *** website 
  (*********************************************************) our 
  representative explained that the award users must be the *** account 
  holder's spouse, same-sex partner, or relatives within two degrees of 
  family relationship. Although immediate family members are eligible, we 
  found that cousins and extended family members had been registered. 
  Therefore, we request that you remove the ineligible family members and 
  provide proof of relationship for the eligible members.
  
  Please let us know which passengers qualify as immediate family 
  members and provide the necessary supporting documents. We will 
  review these documents and deduct ***** miles for each family member 
  we need to remove.
  
  We kindly ask that you send the necessary documents to *** for review.
  
  Sincerely,
  
  ***** *.
  -*** SKY WEB-
  Customer Relations & Services, The Americas

  Customer response

  01/13/2025

   
  Complaint: 22736022
  
  I am rejecting this response because: I'd like to follow up and get it solved here.

  Dear *** and agent *****,

  Thanks for your response and explain what the details. I would like to cooperate with you, get it fixed and do the right thing. I think there is some misunderstanding about the meaning of second degree relative to me? As we have a big family and very close relationships, some of us even live under the same roof. Sorry about that. Since I still have ******* miles sitting in my account and is expiring in October 2025, I will get this done the easy way, please delete all the 8 registered award users in my account and deduct 5000*8=40,000 miles. From now on I will only use my miles for myself and redeem it for Amazon gift cards or so. I don't want to get involved in any family usage any more. I will take this opportunity to start fresh. 

  I sincerely appreciate your assistance and by the way, I have also submitted a complaint with ******************************* and it is still pending processing. I will go ahead withdraw the complaint once we are done here. Thank you.

  Best regards,

  *** ****

  Business response

  01/21/2025

  Dear Valued Customer: 
  
  We are in receipt of your updated correspondence forwarded by the BBB
  on January 16, 2025. 
  
  As may have noticed, we have removed all award users from your ANA 
  Mileage Club (***) account and re-opened the account. While the 
  account is open as of this writing, should the account be suspected of 
  possible fraud again, the account will immediately close. Please note that
  re-opening the account again may be difficult if the account has been 
  flagged for suspicious activity again. 
  
  Sincerely,
  
  ***** *.
  -*** SKY WEB-
  Customer Relations & Services, The Americas

  Customer response

  01/21/2025

   
  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,
  
  *** ****

• Initial Complaint

  11/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called several times regarding cancelling the second leg of the flight (reservation number 6MNMVA, passenger ***** ***), and requested a refund of the tax and fees, which is in accordance to ***'s terms and conditions that unused mileage ticket's tax and fees would be refunded. However, each time I was given a different reason that suggested that the transaction cannot be completed. I was also very ****** off by a customer service agent named ******* from the LA office. She got irritated and wouldn't listen to my response to her questions. She kept saying "this is simple.... you admitted ....." which I didn't at all. The whole experience was horrible. I'm demanding a full refund of taxes and fees of the unused portion of the ticket.

  Business response

  11/22/2024

  Dear Valued Customer: 
  
  We are in receipt of your correspondence forwarded by the BBB of ************ on November 21, 2024. 
  
  Above all, we regret the circumstances that prompted you to write.
  
  Upon reviewing the reservation history, our records indicate that several attempts were made via email and telephone to request a partial refund for the return flight ticket. Please allow us to address all concerns raised through BBB. 
  
  As already aware, the award flight reservation departing on August 24, 2024, from ******-******** to *******, with a return from ******** to ******-******** on February 28, 2025, was booked using points from your *** ************ (***) account.
  
  On October 14, 2024, after the passenger had already departed, we received a request for a partial refund through the *** website. However, since this flight reservation was for a travel into the ***, we must verify that the passenger has the legal authorization to remain in the *** or provide proof of departure from the country in order to process the partial refund for the outbound flight. Therefore, we advised contacting the *** Customer ************** via telephone for further assistance.
  
  On October 20, 2024, we received a call requesting assistance with canceling the return flight. While reviewing the reservation and *** account details, we noticed that the account had been flagged for suspicious activity. When an *** account is identified as possibly fraudulent, any related award reservations are automatically canceled, and the ticket is suspended. While we understand your frustration, our representative explained that *** is regrettably unable to process any partial refund while the ticket is suspended.
  
  We explained that to assist with re-activating the account and opening the ticket, we would need you to provide two copies of a government-issued ID to verify your name and address associated with the *** account, a copy of the birth certificate or proof of family relationship to verify the relationship to the award user, and documentation (such as a ***** confirming the passenger's legal status in the *** or proof of their departure from the country. 
  
  On October 27, 2024, we received the passenger's passport copy and a flight confirmation indicating that the passenger is scheduled to depart from ******* to ******-******** on March 5, 2025. Due to a high volume of inquiries at the *** Email Desk, we were unable to respond to this request before you contacted us again via telephone on November 4, 2024. 
  Upon reviewing the submitted documents, our phone representative explained that since the flight had not yet departed, this does not serve as proof that the passenger is authorized to stay in the *** or that she has exited the USA. Additionally, since not all requested documents were received, we reiterated our request for all necessary information for review.
  
  As of writing, we have not received a copy of the requested documents. *** will be pleased to assist with re-activating the account and re-opening the ticket to process a partial refund upon receiving all required documents. 
  We kindly ask that you send the necessary documents to *** for review.
  
  Sincerely,
  
  ***** *.
  -*** SKY WEB-
  Customer Relations & Services, The Americas

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my familys and my ticket through United. Four total flights, only one long leg operated by ***. We were only allowed to pick the middle seats and not allowed to pick any aisle seats. We were advised by multiple *** agents that we can only change our seats 24 hours in advance before flight. They asked the front counter to try and seat my husband and I and our 2 year old son together, but thats a request based on seat availability. I tried to check in and pay for an advanced seat reservation so our family of 3 can sit together. Tried the app and website and both said if we are unable to, please call *** customer service. Called, and agent was rude, interrupting, repeating the same thing over and over again, saying that we just need to ask for seats at the counter, and theyve already sent a request in. It also said that they are unable to see the seat map anymore, but when I called a month ago, they said they cant see the map then, and for us to just wait for 24 hours before check in. The agent said it shows were all checked in, now just assign seats at the counter when we get there. Ive called multiple times for you guys to tell me nothing can be assigned until 24 hours before, now Im calling and you guys are telling me I cant do that either, just try and get seats together when you get to the counter. So Ive been mislead and misinformed this entire time? Your website and app is extremely not user friendly, its a loop that takes you in circles without flat out saying we just cant do an advanced seat reservation, even though the page itself says we can. Then I called multiple times hoping an actual person can be more useful, and weve been absolutely let down every single time.

  Business response

  10/28/2024

  Dear Valued Customer: 
  
  We are in receipt of your correspondence forwarded by the BBB of 
  ************ on October 28, 2024. 
  
  Above all, we appreciate your selection of *** and Star Alliance for 
  your and your family's travel needs. At the same time, we regret the 
  circumstances that prompted you to write.
  
  Upon reviewing the reservation details, we verified that contact was 
  made via telephone requesting pre-assigned seats. As our initial phone
  representative may have advised, since this was a codeshare flight, 
  the seat availability was limited, and the Paid Advance Seat Reservation 
  service was unavailable for your and your family's reservation. Since 
  middle seats were only available, we offered to send a request to the 
  airport to arrange the seats together due to traveling with a small child.
  
  The airport will take control of the seat map 48 hours before departure. 
  When the flight is within 48 hours from the time of departure, the ANA 
  Customer ************** is no longer able to view the seat map. Instead, 
  passengers will have access to the available seats when the online 
  check-in begins - 24 hours before departure. 
  
  As the last call received was within 48 hours before departure, our phone 
  representative was unable to view the available seats and verify whether 
  the airport agents had accommodated your seats. Therefore, we 
  suggested checking in online 24 hours before departure to verify the seat 
  availability, otherwise to speak with the *** airport agent regarding the 
  seat request we have sent. 
  According to the reservation history, we verified that we confirmed four 
  adjacent seats in the middle section. 
  
  We empathize with the disappointment of not being able to select the 
  preferred seats in advance and services are limited for codeshare flights. 
  Despite the negative impressions formed, we appreciate the opportunity 
  to address your concerns. 
  
  Sincerely,
  
  ***** *.
  -*** SKY WEB-
  Customer Relations & Services, The Americas
  

• Initial Complaint

  09/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The passenger (our father) has passed away and per *** policy (************************************************** ) and at the request of their reservations agents in the ***********, we have sent several emails with supporting documentation for a full refund of the unflown segments of their itinerary. Here is the log:Callsmade on 8/26 to *********** and *************.Email sent on 8/27 to ************************************** and auto reply received at 20:58 EDT. Email sent on 9/2 with reference number CA-********. 9/15 with reference number CA-40279620.Calls again made on 9/20 and 9/22 with no resolution offered. Agent only advised that the itinerary had been canceled. No responses received to date for any of the emails sent. And phone agents only advise to keep trying the email contact forms on the *** website. We are requesting a full refund and reply to our correspondences.

  Business response

  09/23/2024

  >>> RESPONDED ON 23SEP24
  Dear Valued Customer: 
  
  We are in receipt of your correspondence forwarded by the BBB of 
  ************ on September 23, 2024. 
  
  Above all, we appreciate your patronage of ***. At the same time,
  we regret the circumstances that prompted you to write.
  
  Our records show that contact has been made via telephone to our
  *** Customer ************** and emails were sent to our ***
  Email Desk. As our phone representatives may have advised, we 
  have requested to contact the *** Customer ************** again 
  via telephone once the death certificate is sent since the *** Email
  Desk is generally unable to assist with reservation related matters. 
  As the *** Email Desk is also experiencing a high volume of emails 
  and are being responded in the order they were received, we sincerely 
  apologize if a response was not sent regarding this matter. 
  
  As we regret the inconvenience experienced, we have requested the
  relevant department to process a partial involuntary refund for the two
  passengers. Please kindly allow *** 2-4 weeks to process the refund. 
  Once the refund is completed, we will send a refund confirmation to the
  registered email address. 
  
  
  Despite the negative impressions formed, we appreciate the
  opportunity to address your concerns.
  
  
  Sincerely,
  
  ***** *.
  -*** SKY WEB-
  Customer Relations & Services, The Americas

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a roundtrip ticket for my friends from another country and ended up canceling due to **** issues. ***, claimed they have refunded the said flights on Dec 29, 2023 and Jan 29, 2024; however, the card I used ******************** was closed and the bank account was also closed, I had been in contact with the bank and their investigation, did not show a transaction after the card was closed. ******* reported that *** is responsible for refunds, *** now refused to write a check for refund as they claimed they refunded the amount. I don't have a clue who is holding the funds. Clearly, *************** responded see attachments.Expedia Itinerary Number: ************** Booking ID: ***************************** Confirmation Code: 4HK9PE Hello *****,We wanted to reach out you chose a full refund of your flights on itinerary **************. The refund has been settled and credited to the original form of pay on Credit card ending in 0757 Please check with the bank and provide below ARN# for their reference.NH - *4HK9PE*2058029260156 - ARN# **** 7054 0338 7033 4287 821 ************* - ARN# **** 7054 0338 7033 4287 839 ************* - ARN# **** 7054 0338 7033 4287 847 ************* - ARN# **** 7054 0338 7033 4287 854 NH - *4Z7HQK*2058029527997 - ARN# **** 7054 0048 7004 4710 679 Thanks for your understanding throughout this process; please accept our apologies on behalf of All Nippon Airways for the inconvenience that you faced.Please reach out to us if you have any additional questions at ************** or ************** (collect calls accepted). Were here 24 hours a day, 7 days a week.Sincerely,Expedia Travel Team @2022 ************* All rights reserved. Expedia, Expedia Extras, Best Price Guarantee, Trend Tracker, Insiders' Select and the Airplane logos are registered trademarks, or trademarks, of ************* in the **** and/or other countries. Other product and company names mentioned herein may be trademarks of their respective owners

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  7/20: *** flight. Inflight: The flight attendant confirms that the Wi-Fi has been down for more than 30 minutes, and other passengers are facing the same problem. The flight attendant showed me the refund email address; she said they are good with speedy refunds (per Passenger). ***************** the product as an *********** service; even the receipts say ***********. The service was down for ***** min (*** confirmed this in an email); I signed up for a 3-hour service, and *********** defaulted on the 3 hr contractual obligation. I sent a refund request and got an email from ********** ********* declined to refund me as I used data, ignoring that the service was down. I then contacted *** to get a refund, and they told me they couldn't do anything. Typical 3rd party outsourcing mishap? In most cases, *** would talk to the vendor (*********), but *** asked me to contact the vendor directly. #1 I want a full refund, #2 Change: *********** BY ********* on all ANAWifi branding

  Business response

  08/26/2024

  Dear Valued Customer: 
  
  We are in receipt of your correspondence forwarded by the BBB of 
  ************ on August 26, 2024. 
  
  Above all, we appreciate your selection of *** for your travel needs.
  At the same time, we regret the circumstances that prompted you to 
  write.
  
  Our records show that contact has also been made via email to our
  *** Customer Relations. As our previous representatives may have
  advised, the ************* provided in flight is provided by a third
  party using wireless LAN technology, which may be susceptible to 
  communication interception in certain flight areas.
  
  Upon reviewing the particular flight details, we verified that the
  ************* was unavailable for 30-40  minutes during the flight.
  We sincerely apologize for the inconvenience caused by the
  inadequate internet connectivity. 
  However, as stated on the *** website, if the ************* is 
  suspended during the flight, *** is not responsible for any data
  loss.
  
  While we regret and understand your dissatisfaction with the 
  service and experience, *** respectfully declines your request for
  a refund or compensation. We suggest contacting the Wi-Fi provider
  once again to seek a possible refund.
  
  Despite the negative impressions formed, we appreciate the
  opportunity to address your concerns.
  
  
  Sincerely,
  
  **************
  -*** SKY WEB-
  Customer Relations & Services, The Americas

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  At July, I transferred ****** **************** points to *** frequent flight accounts, Aiming to redeem an award flight for my father-in-law. However *** blocked my account for this suspicious activity, I did provide all necessary document to verify the relationship, still *** has no help and could not provide what document needed to further validate this relationship. These points are worth more than 1400$ by **************** valuation. I hope BBB could chip in and ask *** for explanation and possible solutions. I reserve the right for further legal support

  Business response

  08/18/2024

  Dear Valued Customer: 
  
  Thank you for your correspondence that was forwarded by the BBB of ************** on August 7, 2024. We understand your disappointment about the closed mileage account upon transferring the points from American Express. 
  
  Our records show you have been communicating with the relevant department via email, and as official certificate to prove the family relationship has not yet been provided, the account remains temporarily closed. 
  
  Please submit the required official documents to reactivate the account, and for your kind reference, as stated on the published agreed website, once the miles are transferred to the *** ****************** account, it cannot be reverted back to American Express. 
  
  We hope the required documents can be provided soon so reactivate your account for usage. 
  
  **************, Supervisor 
  - *** SKY WEB - 
  Customer Relations the Americas 

  Customer response

  08/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** Reservation Number 6EPBVO I booked award travel with *** for a trip done by United. Within 20min I called back to rebook it, and they asked me to pay 3000miles for cancellation. I explained that DOT requires all flights to and from ** provide free cancellation within 24 hours, but they still refused because "I used their ***** site". The flight I am trying to book charges $160.21 and the one I cannot cancel cost $1,203.82. Because of them refusing to cancel for free, I am now short of $1043.They have to refund the charges in $. i will not accept a simple refund of the 3000 fee, because the availability I needed to book is gone. They need to make up for that difference. - Flight Information [1]SUN., AUG. 11, LX039 ************* - ****** Departure terminal: I DEP. 19:40 ARR. 15:50(+1) Business / OK [2]Travel using other methods of transportation [3]WED., AUG. 21, UA927 ********* - ************* Departure terminal: 1 DEP. 17:30 ARR. 19:55 Business / OK

  Business response

  08/06/2024

  Dear Valued Customer: 
  
  Thank you for your correspondence that was forwarded by the BBB of ************** on August 5, 2024.We understand your disappointment about the refund fee that was charged when requesting to cancel for the award reservation in particular. 

  
  Based on the records, we have confirmed the provided reservation number for flights from ************* to ****** on August 11 with ******************** returning back to ************* on *************** was purchased by redeeming ******* miles, and we have confirmed the particular ticket was assisted in fully refunding the miles of ******* back to the account. As you have mentioned, the particular award ticket was reserved from the *** Japan website with the currency of JPY not USD. Due to this reason, refund of the tax from ANAs *** will also be provided in the currency JPY and the currency exchange when the refund is completed will be applied from your credit card company or the associated bank. 
  
  For your reference, we do show other award reservations being reserved and refunded, and the one ticket where refund fee was charged was for a different reservation that was reserved July 25, 2024 and the refund request was made August 3, 2024. As the refund request was made over 24 hours later, the waiver cannot be applied. 
  
  We hope the information has gained better understanding. 
  
  Sincerely, 
  
  **************, Supervisor 
  -*** SKY WEB-
  Customer Relations & Services, The Americas

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I transferred 75k Amex MR points to All Nippon Airlines and wanted to redeem the miles for an award ticket for my brother-in-law, *******************. After adding my brother-in-law to my award account, *** locked my mileage account. After I contacted their call center several times (everytime the hold was 1 hour), the agent asked me to provide official document to prove my relationship with my brother-in-law. A few days later, I emailed them my marriage certificate with my husband, ******************* and his relationship proof with *******************. The document was issued by my home country authority as they requested. I have attached these documents below.However, *** rejected these documents saying they are unacceptable and they refused to reopen my mileage account, without providing any additional reasoning.The All Nippon Airlines are holding all of my 75k airline miles hostage. Their website is frequently down and provides little information of use. I've also wasted hours on hold forever.I am asking *** to reopen my mileage account. If not, please transfer my miles to my husband's or friend's account. Otherwise, I can also accept $1000 refund as the miles has a value over 1.3 cpp.

  Business response

  07/24/2024

  Dear Valued Customer: 
  
  Thank you for your correspondence that was forwarded by the BBB of ************** on July 23, 2024. We understand your disappointment about the decision of not being able to log-in to the *** ************ ***** account upon submitting the documents. 
  
  Our records show you have been communicating already with the relevant ************** regarding the case, and as advised by the representative, there was several violations to the *** account in regards to family registration. 
  
  We understand you have registered your cousins under the award user when the particular ************************* is not permitted as they are not eligible under the family relationship with ***. The relationship was removed with the penalty as agreed upon and tickets were refunded. However, when *** once activated the account, immediately another family member was registered as brother in-law and upon *** questioning the family relationship, we do show family verification document was submitted. 
  
  As the original document was in Chinese, we have confirmed with the local ************ to review and have concluded those provided documents were not valid. Based on these factors we have decided to follow the Article 28 from published ***s Terms and Conditions and have terminated the account based on our judgement. 
  
  **********************************************************;
  
  While we understand this may not be the outcome you have expected, we ask for your genuine understanding that all activities must adhere to our Terms and Conditions, and any suspicious behavior will not be permitted. 
  
  Thank you for allowing us to respond to your concerns. 
  
  Sincerely, 
  
  **************, Supervisor 
  -*** SKY WEB-
  Customer Relations & Services, The Americas

  Customer response

  07/25/2024

   
  Complaint: 22029080
  
  I am rejecting this response because:

  Firstly, I did not know cousins were not eligible for the first time and I already paid for the penalty of 10k miles. ***** the tickets were not refunded.

  Secondly, I provided the documents for my brother-in-law issued by ****************** How come your "local *************** says it is invalid? What kind of proof do they have? 

  Lastly, I need to get my miles back. It is 75k miles, not a small amount. You can't just close my account without compensating on forfeited miles. It is my legit property! 

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

• Initial Complaint

  03/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am having the most difficult time claiming my flight award because your system entered my name as MR. ****** Name] [Last Name]. And yet when I try to claim an award I am unable to because my name is MR. ****** Name] [Last Name]. I am trying to change my name however I am unable to do so on your website. So now I have to wait 120 MINUTES just to TRY and talk with someone on the phone.I don't understand why this simple change can't be done thorugh your website but I have to say, this is THE WORST experience I've ever dealt with and I am incredibly unhappy as I've used ******* of my own points and I can't seem to use it at all.You should be ASHAMED. Your developers can't simply write a code that deletes the MR. in front of people's names? Or that maybe if your site doesn't accept MR. ****** name] then maybe you shouldn't default the registration process as MR. ****** name]. Or idk maybe allow customers to change their name. This is complete incompetency and the worst part is, I AM STUCK WITH YOU. I cannot get those points back and you know it. I am ASHAMED to be Japanese considering that my countryman are seriously THIS INCOMPETENT.

  Business response

  03/20/2024

  Dear Valued Customer: 
  
  We are in receipt of your correspondence forwarded by the BBB of ************** on March 19, 2024. 
  
  Above all, we appreciate you becoming an *** ************ ***** member. At the same time, we regret the circumstances that prompted you to write.
  
  We regret the negative impression formed as the call volume has risen substantially due to the steady increase in personal and business travel and the many flight irregularities occurring within *** and our partner airlines. 
  
  We deeply apologize for any inconvenience caused and appreciate your patience and continued support as you waited to be connected to our phone representative.
  
  Our record shows that contact via email was made, and the case is now closed since the issue has been resolved. 
  
  
  Sincerely,
  
  **************
  -*** SKY WEB-
  Customer Relations & Services, The Americas

*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. ↩