Complaints

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:09/14/2023

  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.

  I used sky-tours.com to book flights which included multiple legs. The airline canceled one of flights. Sky-tours said I could opt to be refunded for the cancled legs. It has been over 8 months and I have not received my refund in the amount of approximately $900 (according to sky-tours). I have emailed at leat 15 times. The only reply I have received is that it's being worked on.

  Business Response

  Date: 09/25/2023

  Dear team,

  Thank you for the notification. Let me kindly inform you that we have requested a paypal account as the bank details provided earlier were insufficient for the bank transfer.
  We are ready to proceed once we have the paypal account details. 
  
  
  Best regards,

  *****

  Customer Support Service

  Customer Answer

  Date: 10/06/2023

   
  Better Business Bureau: After 10 months of a delay in receiving the refund from this agency, depsite the fact that the agency was refunded by the airline many months ago, I have reviewed the response made by the  in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

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

• Initial Complaint

  Date:05/03/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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 A AIRLINE TICKET ONLINE FROM SKY-TOURS BACK IN JUNE 2022. AIRLINE CHANGED THE FLIGHT TIME FOR 4 HOURS. I REQUESTED TO CANCEL AND GER REFUND. THEY ACCEPTED MY REQUEST AND THEY HAVE NOT REFUNDED MY MONEY SINCE SEP 2022. ALL I GET FROM THEM DOE ABOUT 8 MONTHS - A REFUND WITH AIRLINE TAKES TIME!!!!! I CALLED THE AIRLINE AND WAS TOLD WAY BACK IN NOVEMBER 2022 THEY REFUNDED THE AIRLINE.

• Initial Complaint

  Date:11/23/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Amount paid: $1,637.55Initial payment: June 4, 2021Claim to ********** submitted: October 20, 2021; Claim #***************Claim reversal: October 29, 2021Nature of dispute: purchased THY airline ticket for my wife *********************************. On the ticket her name was incorrectly printed. As such, it was not recognized at the airport and was of no use to us for travel. We are asking for a refund.Actions taken: Sky-tours recognized its mistake and advised us to have our bank reverse payment. We did so, however, the bank did not receive a reply from Sky-Tours which resulted in ********** having to again debit the amount from my account. A bank statement and an email from our bank manager, *********************, attests to this. Sky-tours representative, ***********************, claims that the money was not returned to them and remains a credit to me. His statement is untrue.Attachments:1. emails between SkyTours (******) and ******************** (ACH)2. bank statement3. letter from ********** manager

• Initial Complaint

  Date:11/22/2022

  Type:Customer Service 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 booked a round trip. This morning I received an email depending more money for the trip I had booked. All attempts to contact anyone at the site have failed. The website has many broken links, including the one to cancel or get help. It has been less than 24 hours since I booked and I do have the legal right to cancel the flights at this point

  Business Response

  Date: 08/17/2023

  Dear team,

   

  The passenger has also contacted us directly through our support system and we were able to assist. The reservation was cancelled and the full amount released back to the original form of payment. 

   

  Best regards,

  *****

• Initial Complaint

  Date:10/19/2022

  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 Purchased 2 tickets from this scam company 3 weeks ago, I never received any tickets and they never respond to email requests, you call them up and they answer the phone and either laugh and disconnect or put you on hold never to answer, they took my money within minutes of my request online and we never got anything, i called the airline and they said they have no record of myself or my wife. This company is a sham and should not be in operation, i did research on them and their owned by another company called********** something, in my opinion should be big scam because that all they all, the owner of big sky Mr. ********** doesn't respond to questions either when contacted on ********. *************BUYERS BEWARE**********

  Business Response

  Date: 09/05/2023

  Hi team!

  Thank  you for the notification. We would appreciate the passenger contacting us directly as there is no email from ***************** in our support system. This email was never in use by any of our customers. 

  If there was a booking - we would have it somewhere. If another email was used for the booking - we would like to know that. We also need the passenger's names to locate the booking. 

  So far, with the information provided, we cannot find any reservation in the system.
  We would also appreciate a bank statement to confirm that the charge was done by us. As there are other agencies with a similar name (e-sky, skytours), we are getting complaints or requests from customers who actually booked with them and not with us and got confused. 
  
  The requested information can be sent to ********************************** for us to check. 

   

  Best regards,

  *****

• Initial Complaint

  Date:10/04/2022

  Type:Customer Service 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.

  This online vendor is scamming US customers and committing fraud for thousands of dollars. **************** cannot provide any supporting documentation on fees and flight credits. After 5 months of me contacting sky tour, they kept telling me airline has my flight credit. Sky tour received full refund from the airline (I have attached confirmation of refund from the airline) but refused to issue credit to use in the futurefor it, instead. stated that there are fees which they refused to provide any supporting documentation. Aftermath, I lost $974.48 euros. Sky tours failed to provide any invoices that would show the transactions and to whom these scam fees were paid and issued me $17 sky tour credit. This vendor should be banned from operation and scamming people further. Zero transparency and you will never get your money back.

  Business Response

  Date: 10/04/2022

  The airline offered a credit because the ticket was non refundable. Customer insisted and we claimed a refund through BSP IATA, the airline has refunded the only refundable amount which was the airport taxes. 

  Refund application 4001428778 can be checked and discussed directly with the airline.

  Thank you, 

  Best regards

• Initial Complaint

  Date:08/22/2022

  Type:Customer Service 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.

  On dated January 20th, 2022 I had booked a 2-part ticket per attached for myself to visit *** airport from *** airport for tourism but suddenly due to Covid restrictions, I am unable to travel, thus Sky-Tours agreed to credit my account with the airlines for future flights using the same booking numbers. But when I tried to rebook this month and after going back and for with your agency (poor service dues to no live operator and promises to call back never happened) and airlines involved and no resolution insight because the tickets are not in their system for me to book, I talked to the airlines by phone 2 weeks ago to verify. As a result of the frustration and stresses involved, I humbly request you to kindly refund me $1022.32. I am enclosing the supporting documents as evidence for this dispute.The e-ticket(s) & booking numbers are1. 2ZVZ3M2. MKIXZWE-ticket(s):15776868017787389419548118

  Business Response

  Date: 08/22/2022

  Customer has been contacted several time with assistance to rebook his flights using the credit available, no response from customer over the past 20 days. We will assist customer to use the refund amount. 

  Thank you,

  Customer Answer

  Date: 08/22/2022

  8/22/2022
  

  
  Complaint: 17749563
  
  I am rejecting this response because:

  they told me 3x to have any agent to contact me by phone, no one actually did, not even leaving a voicemail message. When I call the Support number, after several minutes of on hold it running around, the phone call get dropped. I tried it 5 different times since mid July. This is their standard answer, and they have lost their credibility after several promises. BBzb can independently verify my assertion by calling their *** Support line at ************
  

  i dared them try again and brave enough to leave a message if I am not available.
  
  Sincerely,
  
  *******************

  
  
  

  Business Response

  Date: 08/23/2022

  8/23/2022
  You are being contacted daily by email and no response, situation is the same, please send us your flights so we can rebook.
  
  

• Initial Complaint

  Date:07/22/2022

  Type:Customer Service 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.

  Hello. I purchased flights from sky-tours.com on March 7th, 2022 from ******* to ******* for May 22, 2022. Among the tickets purchased, the ******* to ********* route was cancelled, and I was unable to make my connecting flights to reach destination. I was notified about this cancellation on March 24, 2022, and was offered an alternate flight at the end of the month. Due to my **** expiring, I had to decline the alternative flight and asked for a refund since the principal flight was cancelled. I was told I could receive a refund after a few months. It has now been three months, and I have not received a refund after much inquiry. After months of trying to contact them about receiving a refund, I was offered a voucher for 30% off my next flight earlier this month on June 1st, 2022, and wrote several times I do not want a voucher nor accept it. I spent ******* on the ticket, which included a flight cancellation plan with 100% money protection. This company has NOT issued the refund, and has stopped replying to my inquiries for my refund. I have asked several times for a reference number so that I can contact the airline directly and ask about the status of the refund--but I was never given this information. In the file attached are the highlights of the correspondence between me and Skytours. I can provide the full email chain, if needed. From what I understand from **************************** DEPARTMENT OF TRANSPORTATION OFFICE OF THE SECRETARY **************** FREQUENTLY ASKED QUESTIONS REGARDING AIRLINE TICKET REFUNDS GIVEN THE UNPRECEDENTED IMPACT OF THE ******19 PUBLIC HEALTH EMERGENCY ON AIR TRAVEL I am eligible for a full refund, in this instance. The flight was cancelled by the airline; therefore, I am entitled to a refund.

  Business Response

  Date: 07/22/2022

  Dear Sirs, 

  the customer made a bank dispute for full amount on the bank and no refund can be processed until this dispute is not cancelled. Furthermore, the passenger must send us the cancellation protection it's stated on the complaint, Sky-tours has not identified any money coverage or insurance for this booking. 

  Thank you, 

  Best regards

   

  Customer Answer

  Date: 10/04/2022

  8/2/2022
  
  Complaint: ********
  
  

  This complaint #******** for some reason my email didn't go through,

  The agent said that I opened credit card dispute, because that was the only option I got.

  But the dispute is closed, I didn't get any refund through the dispute,

  According US Transportation law, I must get full refund if the flight was cancelled by the airlines and this is what happened

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

  I talked to ******* airlines customer service and they said they sent the full refund to the sky tours and asked me to collect from them,

  I have been booking the tickets for whole family all the time, have never been in this situation.

  Please let me know if you need further information.

  Thanks

  Qudsia

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

  
  
  8/22/2022
  

  Thank you for the response

  My account details are as follows

  Bank Name: Chase Bank

  Account #: ********** Routing #: *********

  Thanks

  Qudsia

  
  
  8/24/2022
  

  My bank details are

  Name: ***************************
  Bank name: Chase Bank
  Routing number 071074528
  Account 4923886290
  Checking
  
  PayPal is on email address *********************

  
  
  10/4/2022
  

  Complaint ID: ******** Hello, thank you so much for helping me in this process, I got the refund of $1607.39 on september 30th, but I paid $1918 for the tickets, they have given $311 less, can you please check with them.

  
  
  

  Business Response

  Date: 10/18/2022

  8/22/2022
  

  the customer has been asked bank details in order to transfer the refund amount to the account.

  Thank you,

  Regards

  
  
  8/24/2022
  

  Please reply to our messages asking you the bank details or paypal, without this information no refund is possible. Reply must be sent to our agents, not through BBB platform.

   

  thank you

  
  
  9/5/2022
  

  Dear Sirs, 

   

  the refund will be done by bank or Paypal in the next 15 business days.

  Thank you, 

  Best regards

  
  
  10/18/2022
  

  The original ticketing fees and other extras are non-refundable amounts, as per Sky-tours.com terms and conditions

  Thank you