We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Shuttle Bus

LAX Flyaway

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Shuttle Bus.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:09/28/2023

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    They trick you into downloading an app and buying a ticket for a bus you can never get on. I waited over an hour with about 20 other people while three busses passed us. One of the drivers even waved and laughed. I was forced to buy a ticket in advance. I gave up after three busses passed our group by. I called and was told that this happens, and I could not get a refund.

    Business Response

    Date: 10/23/2023

    We are disappointed to hear of your experience with the LAX FlyAway.  If you can provide the date, times and location you were trying to use the FlyAway, it will help us to investigate the issue with our contracted FlyAway ticketing and bus operator.  Comments and complaints may be submitted directly to **************************************** these are received directly by *********** World Airports and not the contracted operator.  We apologize for any inconvenience.  A representative from FlyAway will reach out to you for more information and resolution.

    Customer Answer

    Date: 10/23/2023

     
    Complaint: 20670319

    I am rejecting this response because: I asked for a refund of the $10 I was tricked into spending in the app. An empty apology doesn't work. Ten bucks doesn't begin to cover the time wasted, and the frustration. 

    It was September 27th, at 7pm.

    Sincerely,

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

  • Initial Complaint

    Date:08/16/2022

    Type:Product Issues
    Status:
    Unresolved
    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 4 July, 2022 my family and I were going to leave our vehicle at the LAX FlyAway parking structure in Van Nuys and take one of their shuttles to LAX that same morning. We pre-ordered out tickets as well as the reserved parking...then, we found out on Saturday eve (2 July) that my wife was COVID positive. Our trip to Japan was immediately canceled. After spending numerous canceling all of our pre-paid excursions, we tried to cancel out LAX FlyAway bus tickets to no avail. I even called the headquarters and received a terse, "we don't refund these passes!" My question is this: why am I able to cancel the LAX FlyAway parking pass in Van Nuys, but not the shuttle tix to LAX? Particularly when my spouse is COVID positive! These are extenuating circumstances and we should receive a prompt refund!

    Business Response

    Date: 09/14/2022

    Business Response /* (1000, 5, 2022/08/22) */
    We sincerely apologize for the inconvenience regarding your refund request. In order to consider your request, we will need to obtain additional information. Please complete the comments form at **************************************************************************** or email directly to ************************* A formal response with a request for more information (if needed), will follow shortly. Please be advised that depending on the nature of the issue, some refunds may take a week to complete. Thank you for your patience.


    Consumer Response /* (3000, 7, 2022/08/27) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    They have offered little opportunity to resolve this matter--w/ no guarantee of me getting my money back.

LAX Flyaway is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.