Complaints

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

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• 

  All Nippon Airways

  21250 Hawthorne Blvd #200 Torrance, CA 90503-5506

• 

  All Nippon Airways

  2222 Kalakaua Ave Ste 1200 Honolulu, HI 96815-2531

• 

  All Nippon Airways

  1101 16th St NW Washington, DC 20036

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:06/06/2025

  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.

  Transaction Date: May 2025 Amount Paid: NT$63,044 (Premium Economy)Route: ******** ? ***** ? ****** (NH109/NH853)What Business Committed to Provide Premium economy air transportation and frequent flyer benefits.Nature of *************** failure causing financial loss due to inconsistent customer service.On May 20, 2025, I contacted *** USA *************) to reschedule due to embassy passport delay for urgent family medical care. *** USA claimed no available seats on NH159 flights May *****, while *** Taiwan confirmed availability and sold me replacement ticket for NT$74,753.Key Issues:Inconsistent information between regional offices Forced ticket cancellation instead of standard date change Lost frequent flyer points due to forced cancellation Business Resolution Attempts *** apologized but provided no financial resolution. They have not reinstated the original ticket, compensated for the replacement cost, or restored lost **************** Impact Original unusable ticket: NT$63,044 Forced replacement ticket: NT$74,753 Lost frequent flyer points value (estimated worth around $1,260.79)Resolution Sought Refund of original ticket (NT$63,044) and restoration of frequent flyer benefits.If BBB mediation fails, I may pursue small claims court for documented damages.

  Business Response

  Date: 06/06/2025

  Dear Valued Customer: 
  
  We are in receipt of your correspondence forwarded by the Better
  Business Bureau (BBB) of *************;on June 6, 2025. 
  
  First and foremost, we appreciate your selection of *** for your travel
  needs. At the same time, we regret the circumstances that prompted
  you to write.
  
  Upon reviewing your reservation details, we verified that you contacted
  us via telephone requesting assistance with changing the travel date
  due to passport related matters.
  
  As our previous telephone representatives may have advised on
  May 20, 2024, the purchased flight ticket was non-refundable. However,
  as changes were permitted, we advised that the total fare difference and
  fees to change the flight departure between May 21 and May 23, 2024,
  would be approximately USD3,837.30. Once we provided the estimated
  cost to change the date, you refused to pay the additional fees and
  inquired about canceling the reservation. As the ticket was
  non-refundable, we explained that the eligible unused tax of
  approximately TWD6,106 would be refunded.
  At the end of the call, you requested to leave the reservation as is and
  did not change or cancel the reservation.
  
  Later, we received another call asking to cancel the reservation. Therefore,
  we processed the voluntary refund and returned the eligible unused tax of
  TWD6,116 to the original form of payment.
  
  Please allow us to clarify that we did not force to change, cancel, or
  purchase a new ticket; instead, we have provided options and processed
  the cancellation based on the request. Therefore, we respectfully decline
  your request for compensation.
  
  We appreciate your understanding in this matter.
  
  
  Sincerely,
  ***** *.
  -*** SKY WEB-
  Customer Relations & Services, The Americas

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23429763
  
  I am rejecting this response because:
  Thank you for your response regarding my recent inquiry. I appreciate the time youve taken to review my case.
  I do, however, wish to clarify why I believe this situation warrants reconsideration.
  When I initially contacted *** **** customer service to reschedule my trip, I explained that my passport was being held at the ************** for **** processing. At that time, I specifically asked for the most cost-effective way to move my flight. Unfortunately, the only options I was presented involved rebooking within the next few days and paying a fare difference and change fee that exceeded the cost of a new ticket.
  Later, I reached out to *** Taiwan and learned there were other possibilities to preserve the value of my original ticket. Had these options been presented to me earlier, I could have avoided losing both the ticket and the opportunity to accrue mileage for the trip.
  Ive always appreciated **** excellent service and was surprised by the significant difference in support between the **** and Taiwan offices. I truly believe this was an unfortunate misunderstanding rather than a reflection of **** usual standards.
  As a gesture of goodwill, I kindly request that *** consider:
  Offering compensation (such as restoring the miles I would have accrued on the original itinerary, or a travel voucher to offset part of the loss).
  This would go a long way toward reaffirming my trust in *** and ensuring I continue flying with you in the future.
  Thank you again for reviewing this matter. I look forward to hearing from you.
  
  Sincerely,
  
  Rosh Ho

  Business Response

  Date: 07/11/2025

  Dear Valued Customer: 
  
  We are in receipt of your updated correspondence forwarded by the 
  Better Business Bureau (BBB). 
  
  We understand your frustration and disappointment while trying 
  to adjust your travel plans. We sincerely regret any inconvenience 
  this situation may have caused.
  
  Our agents provided options based on the inquiry received, as well 
  as the fare conditions and policies applicable at the time of your 
  request. Therefore, our stance remains unchanged, and we 
  respectfully decline your request for compensation, including 
  mileage restoration or a travel voucher. We appreciate your 
  understanding in this matter.
  
  
  While our response may differ from expectations, we appreciate 
  the opportunity to address your concerns. 
  
  Sincerely,
  
  ***** *.
  -*** SKY WEB-
  Customer Relations & Services, The Americas
  
  

• Initial Complaint

  Date:06/05/2025

  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.

  *** recently canceled a May 23 flight to ***** that resulted in my parents and daughter not being able to make their Japan cruise (reservation codes 6BO82E and 6BQ2J4). At first at the airport they were told that they could take the same flight the next day. We declined as it would have well missed the cruise boarding time. We only find out from emails at 9 pm that the flight is now a delay and not cancellation taking off at 9 am May 24. Again the flight (scheduled arrival at 12:10 Haneda) was one hour past the time the cruise ship states as latest arrival at ****** to make sailing. My parents are in their 80s and move slowly. So we had no choice by to cancel. We finally received a refund for the flight but made it know prior to cancellation that there were non-refundable charges that we need *** to refund ( $159.43 for hotel booking in ***** that required cancellation by midnight May 22, $130 accident insurance and $682.04 cruise vacation protection that doesn't cover airline cancellation). After many, many calls and hours on the phone, I was directed to apply for compensation online. I explained to the agent that I was unable to do so because ***'s page does is broken - the agent made me do it while online and it still did not work. She escalated and I was told that no compensation was forthcoming since the delay was only ***** MINUTES! I pointed out the emails we received detailing the delay because of "maintenance reasons" which in reality was mechanical reasons that the airline couldn't fix. She reached out to *** and confirmed the delay - the delay of ************************************ ***'s systems. She says she is coordinating with *** for a refund but it has been a week and she has reached out again with no reply. I am tired of waiting and want this issue resolved

  Business Response

  Date: 06/05/2025

  Dear Valued Customer:
  
  We are in receipt of your correspondence forwarded by the Better
  Business Bureau (BBB) of ************ on June ******.
  
  Above all, we regret the circumstances that prompted you to write.
  
  Our records indicate that contact was made various times to *** via
   telephone and have noted that our agents have requested assistance
   from ************************* regarding the compensation for the
   hotel and insurance, however, have yet to receive a reply.
  
  We have refunded the tickets for your mother,father, and daughter
  and ask for your patience while we coordinate with the airport for
  the compensation request. Please retain the reservation numbers
  if follow *** are needed.
  
  We appreciate your understanding in this matter.
  
  Sincerely,
  
  ******* *.
  -*** SKY WEB-
  Customer Relations & Services, The Americas
  

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23413421
  
  I am rejecting this response because: While I appreciate the response and realize you are trying to follow up with the airport, it has been over 2 weeks and it is unclear to my why the delay from Dulles- especially since it is strange that no record of the delay was made to the system ( hence the claim the no compensation is required since the delay was only 15 minutes). I will keep this open until I know the response to my complaint.
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 06/11/2025

  Dear Valued Customer:
  
  We are in receipt of your updated correspondence forwarded by the Better Business Bureau (BBB).
  
  We understand the frustration experienced due to the delay,however, aircraft maintenance is common and is necessary to ensure that the aircraft is safe and reliable for operations.
  
  With that said, the ***************************************** has responded to our request for more information and have informed that they had explained multiple times to the passenger (s) that we could not provide compensation for the cruise and hotel arrangements due to the delay. We understand the inconvenience caused and offered hotel accommodation and meal vouchers for that evening and the following morning. This was stated multiple times to the passenger(s), however, our offerings were declined.
  
  As we have already refunded the tickets in full, we are unable to offer further compensation. Although you disagree or dispute our findings, this is a final decision by the departments in charge.
  
  We appreciate your understanding in this matter.
  
  Sincerely,
  
  ******* *.
  -*** SKY WEB-
  Customer Relations & Services, The Americas

• Initial Complaint

  Date:04/29/2025

  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 am filing a complaint against All Nippon Airways (***) regarding the closure of my *** ************ account and the forfeiture of my miles, which were legally transferred from my **************** Membership Rewards account.On March 27, I created an *** account. On April 2, I transferred miles from my **************** account. On April 4, while booking an award ticket online, I encountered repeated credit card errors. I contacted *** customer service; although I initially declined assistance twice (partly due to the standard $25 phone booking fee), the agent, after consulting a manager and waiving the fee, helped complete the booking. At no point was I informed that award tickets could only be issued for immediate family members.On April 8, *** notified me that my account was closed for suspected fraud and requested identification documents and proof of relationship to the traveler. I promptly provided the requested information and clarified the relationship. Nevertheless, *** canceled the ticket and confirmed the permanent closure of my account on April 22. I was formally informed of the immediate family restriction only after April 21, well after the booking.I respectfully believe this situation resulted from a lack of clear communication by *** rather than any fraudulent intent. *** representatives acknowledged that many customers have made similar mistakes due to the lack of upfront disclosure. Despite this, *** has applied the maximum penalty without offering an opportunity for correction.I respectfully request BBB's assistance in seeking a fair resolution, such as the restoration of my forfeited miles or another reasonable accommodation. Supporting documents, including communications and transfer records, are available upon request.

  Business Response

  Date: 04/29/2025

  Dear Valued Customer:
  
  We are in receipt of your correspondence forwarded by the Better Business Bureau (BBB) of ************ on April *******.
  
  Above all, we regret the circumstances that prompted you to write.
  
  We understand the urgency behind the request to have your *** ************ (***) account reopened. Based on our extensive correspondence with you, we had advised that we required documentation not only to prove the identity of the account holder, but also for the registered award users that you purchased tickets for. To date, we have only received the documents for the account holder. We were advised by you that obtaining documents for the award users was not possible.
  
  Furthermore, allow us to clarify again that the registration of cousins or fiances of family members is a direct violation of the *** ************ (***) Terms and Conditions, as stated in Chapter 3 Article 11: Awards Users. This information was shared with you on April *******. *** reserves the right to ask the member and their respective award users to provide documentation proving their family relationship.
  
  Additionally, many statements in your complaint are misleading. When booking a reservation over the phone, the agents are to provide assistance, not question the users that you have added to your account. Our ******************** service agents provide assistance to our customers based on the requests. They make no assumptions regarding the information shown on the accounts. It is the ********************* responsibility to ensure that all information is accurate and in compliance with the Terms & Conditions of the *** ************. Moreover, in the email correspondence, you first stated that both award users were cousins, then in a second email sent on the same day, stated that one was your in-law and the other was a fiance. The inconsistency in the information that you provided caused further alarm.Another misleading statement indicated that *** representatives acknowledged that many customers have made similar mistakes due to the lack of upfront disclosure. What was actually mentioned to you was that many customers ignore the Terms & Conditions, however that is not due to lack of information provided by ***. This was included in our email correspondence on April 21, 2025.
  
  Due to the lack of the required documents,along with the violations stated above, we reserve the right to respectfully decline your request to reopen the account. Our **************** has reviewed all information and retains the correspondence between *** and yourself. They have advised that as this fraud occurred with not only ***, but **** as well, we will not reopen the account.
  
  We appreciate your understanding in this matter.
  
  Sincerely,
  
  ******* *.
  -*** SKY WEB-
  Customer Relations & Services, The Americas

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23261488
  
  I am rejecting this response because: 

  To Whom It May Concern,

  I am writing to respectfully respond to ***** recent reply regarding my complaint.

  First, I want to clarify the issue of inconsistent relationship descriptions. The two individuals I booked tickets for are extended relatives of my husband. As I am not closely familiar with their exact classification under **** "immediate family" policy, my wording varied while trying to best describe their relationship. This was never intended to mislead anyoneonly a reflection of my effort to provide a good-faith explanation based on my understanding. I would not have knowingly violated ***** rules.

  Second, *** continues to assert that it clearly informs customers of its mileage booking limitations. But as a new *** member, I had no prior knowledge of this restrictive policy. The website did not flag any warnings during booking, and even the phone agent who assisted me never mentioned the family restriction. I explicitly asked about account issues, declined assistance twice, and only allowed phone booking after the agent reassured me and waived the phone fee. The fact that *** acknowledges many others have made similar mistakes only proves how easily this rule is missed. A one-time violation without misuse of tickets or fraudulent intent should not result in permanent account closure and full forfeiture of legitimately earned Amex points.

  Additionally, *** claims that the alleged fraud extended to my **************** account. I find this accusation deeply concerning and completely unsubstantiated. My AMEX account is solely under my name, with no history of fraudulent activity or misuse. If *** has any evidence to support this claim, I respectfully request that it be clearly presented. Otherwise, I ask that *** retract this serious and damaging implication, which has no basis in fact.

  
  I urge *** and the BBB to view my case in good faith and recognize the disproportionate penalty Ive received over a policy that was not transparently communicated at any point during my booking experience.

  Sincerely,
  **** ***

  Business Response

  Date: 04/30/2025

  Dear Valued Customer:
  
  We are in receipt of your updated correspondence forwarded by the Better Business Bureau (BBB).
  
  We understand the confusion, frustration and determination to try to have the account reinstated. As we have informed you many times through our correspondence, although you continually excuse your negligence regarding the usage policy of the *** ************* the fact remains that the information you registered was in direct violation of the Terms and Conditions.Stating that as a new *** member, you were unaware of the policy, is ************* is the sole responsibility of account holders to familiarize themselves with the Terms & Conditions of the programs in which they register for. Failure to familiarize yourself with any companys policy does not indicate a lack of transparency.
  
  Furthermore, when registering the details for the award users, the website offers a diagram showing user eligibility. The system does not have an option to select fiance/fianc or cousin. Instead of questioning the eligibility for these users, you selected brother/sisterand proceeded to book travel. Selecting this option, knowing that these users are not your brother/sister absolutely shows intent. Insinuating that our phone agent should have noticed that the registered user was not an immediate family member is an attempt to pass accountability. Our agent provided honest assistance and was not in a position to question the validity of the account holders information.
  
  In regards to the implication of fraud with ****, the departments in charge of the investigation found that there was prohibited activity associated with both AMEX and ***. The details of our investigation are internal-only. We are not at liberty to disclose the information in on-going investigations.
  
  Although you disagree or dispute our findings,this is a final decision by the departments in charge.
  
  We appreciate your understanding in this matter.
  
  Sincerely,
  
  ******* *.
  -*** SKY WEB-
  Customer Relations & Services, The Americas

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23261488
  
  I am rejecting this response because:

  To whom it may concern,

  First and foremost, I want to clarify that my goal is not to have my *** account reinstated. I accept that the account can remain closed. However, I respectfully request that *** return the **** points to my **** account and release the tax fees paid for the canceled award ticket.
  
  Regarding the registration process, I do not recall seeing any relationship eligibility diagram at the time I registered award usersor at the very least, I did not notice it. The first time I clearly saw such a diagram was in **** email on April 21. I am also uncertain how *** defines and classifies eligible relationships. In my cultural context, individuals of the same generation who are blood-related are typically considered siblings. If I recall correctly, another option was possibly Other, and I did consider selecting that since the users were not blood relatives in the strict legal sense. However, at that time, I did not realize that *** strictly restricts award use to narrowly defined immediate family members, and I did not view it as a serious issue. 

  As the *** representative acknowledged, many customers have unknowingly violated this rulestrong evidence that the policy is not effectively communicated in practice. A rule that is routinely overlooked by well-intentioned travelers cannot reasonably be considered adequately disclosed. Regardless of where the policy appears, the core issue is that many customersmyself includedhave made the same honest mistake, which indicates the rule is either unclear or insufficiently emphasized at the critical point of booking.

  Third, I have never denied my own responsibility, nor have I intended to shift accountability to the phone agent. However, I maintain that *** must bear part of the responsibility. Therefore, I believe the penalty imposed on ***** permanent closure of my account and the confiscation of all points transferred from ****is disproportionately severe.

  On April 4, I contacted *** by phone specifically because I was experiencing repeated credit card issues during the online booking process and suspected a problem with my account. I even asked the representative whether another *** account might exist under my name. I NEVER intended to complete the booking by phone. However, after reviewing my account and confirming that there were no issues, the representative kindly offered to help finalize the booking, as she had full visibility into my account and recent searches. Under these circumstances, it was reasonable for me to rely on her guidance and assume that everything was in compliance with **** ***************** find this process deeply troubling. If **** policy truly limits award use to immediate family onlyeven without allowance for one-time, good-faith errors in lifetimethen such a restriction should be clearly and prominently disclosed at the point of booking. To my knowledge, this level of restriction is not common among major *************. Additionally, I find it troubling that front-line customer service agents who directly assist with bookings are absolved of accountability, while back-end departments who never engage with customers make irreversible decisions. This structure creates a serious transparency and fairness issue. In my case, it felt almost like entrapment: the booking was assisted by *** staff, yet punitive action was taken shortly afterward, with no prior warning or opportunity to clarify.

  I also do not understand why the email representative insists that the phone agent bears no responsibility. I am not familiar with **** internal departmental structure, but from a customer perspective, all representativesphone, email, fraud, or otherwisespeak on behalf of the same company. Their guidance should be consistent and accountable.

  With respect to the alleged fraud with ****, I have not received any indication of wrongdoing from ****. The vague reference to an ongoing investigation is troubling and unsubstantiated. If **** has not found any misuse, I question the fairness and basis of **** conclusions.

  Additionally, since *** has stated that all communications between myself and the airline are recorded, I would like to bring up three important phone interactions that illustrate serious inconsistencies in service quality and communication, which were not mentioned before (I can provide the screen shots of the phone calls about time and length but I dont have any audio records):
  (1) April 4, 2025 (Starting time 10:38 pm CT, last 1 hour 45 minutes):
  I contacted *** regarding a failed credit card payment. A Japan-based representative confirmed there were no issues with my account and suggested the problem likely lay with my credit card. She kindly offered to help me book an award ticket based on my recent search history. The booking was completed successfully with her assistance. However, at no point during this process was I informed that award tickets were restricted to immediate family members only. I later learned that this was considered a violation of **** mileage policy. While I appreciated the agents courtesy, this lack of upfront disclosure directly contributed to the subsequent account closure.
  (2) April 25, 2025 (Starting time 6:51pm, last 1 hour 2 minutes):
  I called to request reactivation of my account and again spoke with a Japan-based representative. I sincerely apologized for the misunderstanding and respectfully asked *** to allow a one-time correction. The agent listened carefully and placed me on hold. Upon returning, she informed me that a request to reopen my account had been submitted, though ultimately denied. She advised me to call back during Pacific Time 6am-3pm to reach the Los Angeles officethis was the first time I learned that the time of day determined which regional office answers the call.
  (3) April 27, 2025 (Starting time 4:56pm, last 37 minutes):
  Following that advice, I called again during U.S. business hours. I calmly explained the situation and asked either for account reinstatement or the chance to speak with the ***************** Unfortunately, the ********** agent was noticeably impatient, dismissive, and unwilling to provide meaningful assistance. While on hold, I heard what sounded like mocking laughter in the background, but it might not have been laughterperhaps it was just quiet conversation among the agentssomething I reasonably perceived as being directed at me. This experience caused emotional distress and further eroded my trust in **** customer service process.
  These three interactions demonstrate a ***** contrast in service quality. Japan-based agents were respectful, helpful, and attentive. In contrast, the ********** response was unprofessional and lacking in basic empathy. I cannot help but feel that the inconsistent treatment I received reflects elements of unfairness and inadequate internal coordination within **** customer support system.

  Finally, I emphasize that NO actual fraudulent activity occurred. The ticket was canceled on April 10, 2025. I have cooperated fully, provided detailed explanations, and acted in good faith. This incident has caused substantial emotional distress and professional disruption. I respectfully urge *** to reconsider its decisionnot only from a policy standpoint, but also based on fairness, transparency, and proportionality.
  

  Sincerely,
  
  **** ***

  Business Response

  Date: 05/02/2025

  Dear Valued Customer:
  
  We are in receipt of your updated correspondence forwarded by the Better Business Bureau (BBB).
  
  Allow us to clarify, once more, that when an account is closed for possible fraud/prohibited activity, we do not return mileage.  
  
  You continually manipulate statements,however, when stated that As the *** representative acknowledged, many customers have unknowingly violated this rule, what was actually stated was that although customers may ignore Terms and Conditions, it is not due to a lack of information. Upon registration for the *** ************* there is a link to the Terms and Conditions. Additionally, after filling out the application, the Terms and Conditions are at the end of the application and request acknowledgement before submission. It is the sole responsibility of the customer to familiarize themselves with these rules.
  
  *** will not bear responsibility, in any part,for the negligence of the customer. Continually claiming that the phone agents should have noticed and disclosed that your award users were ineligible, is a constant tactic to distract from the fact that you violated the policies associated with award bookings.
  
  Again, although you disagree or dispute our findings, this is a final decision by the departments in charge.
  
  We appreciate your understanding in this matter.
  
  Sincerely,
  
  ******* *.
  -*** SKY WEB-
  Customer Relations & Services, The Americas

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23261488
  
  I am rejecting this response because:

   

  To Whom It May Concern,

  I must state clearly that I cannot accept **** decision to confiscate my points. However, I am at a loss as to how to continue this communication. I feel trappedlike I am speaking into a wall. I have expressed all of my thoughts and have nothing further to add. Unless *** is willing to propose an alternative resolution to this situation, I will no longer respond to this email thread. I am deeply disappointed by **** attitude in handling this incident with a potential customer.
  
  I acknowledge that I made a mistake. I was unaware that *** restricts award ticket usage strictly to immediate family members. I made the booking based on my prior experience with major *************, which do not impose such limitations. Due to this incorrect understanding and expectation, I did not approach the process with sufficient rigor, and I did not realize that the forms I completed would carry such significant consequences. This was an honest misunderstanding, not an intentional violation, and I deeply regret the outcome.
  
  To be honest, until *** formally rejected my request to reactivate my *** account, I never imagined this would escalate into such a serious matter. I made my mistake, but it did not cause any actual harm. Even if my family friend had used the ticket, it would have been me who bore the cost of the payment. From my perspective, businesses that operate internationally must work with customers from a wide range of backgrounds. When issues arise, a reasonable business finds a solution and helps the customer correct the mistake. What I am seeking now is simply the return of something that originally belonged to meeven if it is in the form of virtual points.

  I truly do not understand why a company of **** scale and reputation would choose to handle an honest mistake with such inflexible rigidity. I hope someone at *** recognizes that this is a matter between a customer and a service providernot a case involving criminal intent.

  Before March of this year, I had never interacted with ***. I was simply trying to help a family friend purchase a ticket. I treated the process like any other online shopping, similar to how *** made purchases on countless other platforms. It was supposed to be straightforward and smooth, and with ease. Most people, including myself, do not read every clause of a companys terms and conditions. At most, I review return policies if I am unsure about the purchase. I had no intention of violating any rule, nor did I expect such an unusual restriction to exist. Whats wrong with a customer trying to make a legitimate purchaseespecially when the ticket was intended as a gift?

  Recently, Ive been constantly questioning myselfdid I do something truly unforgivable? Did I cross a line that an ordinary person would never cross in everyday life? Beyond the financial loss, what compelled me to bring this case to the BBB is a deep sense of injustice. I believe U.S.-based customers should be made aware of **** obscure and rigid policies. At the same time, if what I did truly warrants such a harsh penalty, I would appreciate a clear explanation. Perhaps I am still too **** to fully understand the consequences of my actions with my current knowledge. It feels as if I parked in the wrong placeand instead of receiving a parking ticket, I lost the entire vehicle.
  
  That said, even if I misunderstood **** policies or made incorrect assumptions, I dont see how *** can be completely absolved of responsibility. Perfection does not existeveryone makes mistakes. I want to emphasize two key points:

  (1) This is a customermerchant dispute, not a criminal case.
  I dont understand why *** assumes zero responsibility. You list a service for sale, and a customer tries to purchase it. If the customer isnt eligible, a normal business would simply reverse the transaction. What frustrates me most is that I actively reached out to *** to inquire about a potential issue with my account. I never intended to complete the booking over the phone. In fact, I declined the agents offer to assist with the award ticket at least twice. I dont know whether *** would have imposed this penalty had the ticket not been booked, but I certainly should have been given the right guidance. Customers depend on front-end agents, but clearly those agents are not kept in the loop by the back-end departments. And yet, its the customers who bear the full consequence. That is absurd.

  (2) *** made its final decision immediately after I sent a screenshot of my AMEX account. At that point, I had already explained that my family attempted to obtain official documentation to prove the relationship, but were unsuccessful. I also came to understand that even with documentation, the person in question likely wouldnt qualify as an eligible award user. I apologized sincerely and asked *** to help restore the situation. Yet shortly after, I was informed that my account would be permanently closed. Based on **** first reply in this email thread, it seems *** believes there was some kind of fraud associated with my **** account. That is completely untrue. I strongly question whether the decision to permanently close my account was truly based on the correct facts.

  I live a quiet life in the Midwest and value kindness and accommodation. Unfortunately, these are not qualities I feel *** has demonstrated or recognized. While *** may continue to operate with their ideal customers and internal standards, I will choose to stay away from this company going forward.

  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:04/10/2025

  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.

  April 7, 2025 ordered. My confirmation number is: MPBQNQ I have issues with the baggage allowance info that ****** is giving me when buying the ticket from the website that includes the *** airplane ticket. When I ordered the plane ticket (see Ordering screen.jpg attachment) it shows that my flight from ******* to ********* has one free checked bags, while the return trip shows two free checked backs. However, in the email that I received, it shows either I don't have any checked bags, or only the first bag is free for both flights. (see the email 1.jpg, email 2,jpg and email 3.jpg pictures) Which one is it?? I bought it expecting to have 1 free checked bag going to ********* via United (which I have no problems with), and 2 free checked bags back on *** (this is what I want clarified), matching what was on the ordering screen. the information on *** booking is not helpful either, it says "Please confirm the baggage information listed in the itinerary on your e-Ticket Itinerary Receipt." but there is no info at all.I expect the information provided when I bought the ticket to be correct, this should be ***'s responsibility that the correct info is being provided. I've also contacted United airline for the same issue and they referred me to ***, please DO NOT refer me to United airline

  Business Response

  Date: 04/10/2025

  Dear Valued Customer:
  
  We are in receipt of your correspondence forwarded by the Better
  Business Bureau (BBB) of ************ on April *******.
  
  Above all, we regret the circumstances that prompted you to write.
  
  We regret the confusion caused, however, as you have purchased
  this ticket through United and not ***, the baggage allowance is
  based on Uniteds baggage policy. *** will follow the baggage allowance
   set by Uniteds policy since they are the marketing carrier that owns
   this ticket. Your attachments clearly show that the first bag is included,
   and any additional pieces would be subject to an excess baggage fee.
  Kindly understand that *** is not responsible for the way that
  United displays the information on their website.We regret to hear
   that the United agent was not able to clarify this for you and
  directed you to ***.
  
  Again, to reiterate, you are permitted one piece of checked baggage
  up to 23kg (50 lb). Any additional checked pieces will be subject to an
   excess baggage fee, as per the *************** website.
  
  We appreciate your understanding in this matter.
  
  Sincerely,
  
  ******* *.
  -*** SKY WEB-
  Customer Relations & Services, The Americas

• Initial Complaint

  Date:03/03/2025

  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 was involved in a car accident in which I was struck by a vehicle, resulting in a broken left leg. I am now scheduled to undergo ankle surgery on 2/28/2025. My flight with *** is booked for 3/9/2025, but my doctor has advised that I should not walk for two weeks post-surgery and that I will be unable to carry my child, who is also a passenger on my upcoming flight.When I contacted *** regarding this situation, I was informed that I would need to provide a doctors note in order to request a mileage and tax refund. I have attached the required doctors note for their reference. However, *** then inquired about my departure from the ************* and requested proof of future air travel after my medical treatment, effectively pressuring me to leave the country. I question the authority of the airline to impose such a requirementwho granted them the right to do so? Are they acting as a government agency?Despite this, I still provided my legal documentation confirming my valid work authorization to remain in *****************. To make matters worse, *** further requested certificates proving the relationship between me and the registered passengers. This request is highly intrusive and offensive, especially as all communication has been conducted via email. I have serious concerns about how they intend to use my childs birth certificate.Attached are the email exchanges between *** and me. The airline must provide their policies to justify the legality of their actions.

  Business Response

  Date: 03/05/2025

  Dear Valued Customer:
  
  We are in receipt of your correspondence forwarded by the Better
  Business Bureau (BBB) of ************ on February *******.
  
  Above all, we regret the circumstances that prompted you to write.
  
  Our records indicate that contact was made various times to *** via
  telephone and email. We ask for your kind understanding that to legally
  stay in the *** after traveling from *****, it is required to present either a
  Permanent Resident Card (Green Card) or valid ********* extension,
  and an unexpired travel document. Regrettably,the Petition of Action that
  was submitted is not sufficient documentation.
  
  Furthermore, allow us to clarify that the registration of a domestic partner
   is a direct violation of the *** ************ (***) Terms and Conditions,
  as stated in Chapter 3 Article 11: Awards Users. *** reserves the right to
  ask the member and their respective award users to provide documentation
   proving their family relationship.
  
  Due to the lack of the required documents, as we have requested multiple
   times via telephone and email, we reserve the right to respectfully decline
   your request for refund and potentially close the account. This will
  serve as a final request for the required documents.
  
  We appreciate your understanding in this matter.
  
  Sincerely,
  
  ******* *.
  -*** SKY WEB-
  Customer Relations & Services, The Americas

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23005527
  
  I am rejecting this response because:

  On February 28, 2025, and March 1, 2025, I submitted all the requested and valid evidence confirming my legal status to stay and work in *****************. Additionally, the birth certificate I provided verifies the relationship stated on the return ticket. During phone conversations, I was informed that my refund was being processed and that *** would reimburse the mileage and tax. I dont understand why I am now being threatened with account deactivation and the rejection of my refund requests.

  Can you help understand what's the status of my case now?
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 03/13/2025

  Dear Valued Customer,
  
  Thank you for your email.
  
  We are in receipt of your correspondence forwarded by the Better
  Business Bureau (BBB) of ************ on March 13, 2025.
  
  Although as we have mentioned before, adding a domestic partner
  is in violation of the *** ************ (***) Terms &Conditions,
   however, we have authorized a partial refund for the ticket. The
   information has been forwarded to the relevant departments for
   processing.
  
  Thank you,
  ******* *.

• Initial Complaint

  Date:02/12/2025

  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.

  My name is ******* ********* *** ticket number is ************* .From ********* to ******and my name had an extra letter when I booked. I called the *** customer service and asked them to help me correct my name, but they were not responsible for various excuses. Since we are traveling as a family, I don't want to cause trouble for the whole group because of me alone.

  Business Response

  Date: 02/13/2025

  Dear Valued Customer: 
  
  We are in receipt of your correspondence forwarded by the ******************************* (BBB) of ************ on February 12, 2025. 
  
  First and foremost, we regret the circumstances that prompted you to 
  write.
  
  Upon reviewing your reservation details, we verified that you contacted 
  us several times via telephone and email, requesting assistance with 
  correcting the name on your reservation.
  
  As our previous telephone representatives may have advised, this flight 
  ticket was purchased through a third-party travel agency. While the ticket 
  was issued under an *** ticket number, the reservation and purchase 
  contract was established between you and the travel agency. Since the 
  flight tickets were not purchased directly from ***, the reservation falls 
  under the control of the travel agency, and as a result, *** is unable to 
  modify or assist directly with name corrections for tickets issued by a 
  third-party agency.
  
  We understand your frustration and regret any inconvenience this may 
  have caused. However, any questions or concerns regarding the 
  reservation must be directed to the travel agency. They should be aware 
  of the process for handling name corrections. If they have any questions 
  or concerns, they are welcome to contact the ********************/Sales 
  Support Desk directly on your behalf, as they are responsible for assisting 
  you with any reservation-related issues.
  
  We appreciate your understanding in this matter.
  
  Sincerely,
  
  ***** *.
  -*** SKY WEB-
  Customer Relations & Services, The Americas

  Customer Answer

  Date: 02/15/2025

  
  Complaint: 22929062
  
  I am rejecting this response because:

  First of all, your airline is the carrier of my trip. Now I cannot find a third-party travel agency, and the travel agency does not care about it. There's nothing I can do right now, which is why I'm asking for your airline's help. And it's not a change of passenger, it's just an extra letter in my name and it's a correction. Now the ************* doesn't answer the phone and doesn't care about my request for correction. What should I do? I know *** is a five-star airline, so I put my last hope on the airline, and this is our first time to fly ***. Please give me a solution
  
  Sincerely,
  
  ******* ***

  Business Response

  Date: 02/27/2025

  Dear Valued Customer: 
  
  We are in receipt of your updated correspondence forwarded by the 
  Better Business Bureau (BBB). 
  
  In response to your concerns, we want to express our understanding of 
  our frustration regarding the difficulties you've encountered while 
  communicating with the travel agency about a name correction.
  
  While we empathize with your disappointment, please allow us to clarify 
  again that although the flight is operated by ***, the reservation and 
  purchase contract was established between you and the travel agency. 
  Since the reservation is under the control of the travel agency, *** is 
  unable to assist directly with modifying the name on their behalf.
  
  Additionally, upon further investigation, we verified that the agency 
  through which you purchased your tickets and the issuing agency are 
  separate entities. The travel agency contacted the issuing agency to 
  request assistance with the name change, which in turn reached out to 
  *** on February 10, 2025.
  
  We understand that the name correction pertains to an extra letter in your 
  name. However, due to differences in the reservation systems used by 
  *** and ***************, and the integration issues between these 
  systems, updating the name across all involved airlines is challenging. As 
  a result, we cannot correct the name without canceling the original 
  reservation, as the changes will not reflect on the reservations of the 
  other carriers.
  
  Since name changes are not permitted for this particular flight ticket, we 
  kindly suggest that you contact the travel agency to separate you from 
  the current reservation. You will need to cancel the original ticket and re-
  purchase the flight tickets with the correct name under a new reservation 
  number.
  
  
  We appreciate your understanding in this matter.
  
  Sincerely,
  
  ***** *.
  -*** SKY WEB-
  Customer Relations & Services, The Americas

• Initial Complaint

  Date:02/06/2025

  Type:Customer Service 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 transferred 155k miles worth around $1550 from a partner account to my *** mileage account. Before I am able to use any miles, my account is locked and I lost all my points. *** said it is a fraud account, but it is my own account with no fraudulent activity (I have never used the account

  Business Response

  Date: 02/10/2025

  Dear Valued Customer: 
  
  We are in receipt of your correspondence forwarded by the ******************************* (BBB) of ************ on February 6, 2025. 
  
  Above all, we regret the circumstances that prompted you to write.
  
  Upon reviewing your *** ************ (***) account history, our 
  records indicate that contact was made to our *** Mileage Desk via 
  telephone. As previously advised by our representative, your AMC 
  account has been flagged for suspicious activity. When an account is 
  suspected of potential fraud, it is immediately locked.
  
  To reactivate the account, we requested two copies of a government-
  issued ID to verify your name and address associated with the AMC 
  account, along with a copy of your birth certificate or proof of a family 
  relationship to confirm your connection to the award users.
  
  Due to the lack of the required documents and the detection of 
  suspicious activity, as we have reiterated multiple times over the 
  phone, we reserve the right to cancel the membership and respectfully 
  decline your request to reopen the account or transfer points to 
  American Express.
  
  We appreciate your understanding in this matter.
  
  Sincerely,
  
  ***** *.
  -*** SKY WEB-
  Customer Relations & Services, The Americas

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22906341
  
  I am rejecting this response because:
  

  Hi, During the first call with *** representative, I was only advised to upload my passport through the online portal, which I did! I was advised that I could either delete the family members as I never bought any tickets for them, or provide more information about them. I chose the former for convenience. But I can actually submit more documents about either my birth certificate or relationship with them if it helps to reactivate my account. I feel upset that I did exactly what was suggested, but my account is still locked for no specific reason (I never used any miles)I hope *** can explicitly tell me, if they need additional documents besides my passport. 
  

  Thank you BBB for coordinating. I hope *** team can give me a clear word on what other docs exactly they need to reactivate my account, and does reactivate it when I provide them.

  Sincerely,
  
  Jingting

  Business Response

  Date: 02/19/2025

  Dear Valued Customer: 
  
  We are in receipt of your updated correspondence forwarded by the 
  Better Business Bureau (BBB). 
  
  In response to the updated correspondence, *** recognizes your 
  frustration about the account being closed. However, please allow us 
  to advise that your *** account has been flagged for suspicious 
  activity as the registered details under the *** account have matched 
  another member's *** account which was closed for suspicious 
  activity. 
  
  Given that points in the *** account hold monetary value, we take 
  serious precautions to protect our members' accounts. Therefore, 
  when an account is temporarily suspended, we request that the 
  member provide two copies of a government-issued ID to verify the 
  name and address linked to the *** account, along with a birth 
  certificate or documentation proving the family relationship to the 
  award users. 
  
  In the case the family relationship cannot be proven, we request that 
  you remove the ineligible family members. Please note that there will 
  be a  ***** miles deletion fee for each removed family member. Please 
  kindly send the supporting document directly to ANA 
  (******************************************************) or advise 
  whether we can proceed with removing the registered family 
  members. 
  
  Upon verifying the documents or removing the registered users, we 
  will re-open the account. 
  
  We appreciate your understanding in this matter.
  
  Sincerely,
  
  ***** *.
  -*** SKY WEB-
  Customer Relations & Services, The Americas

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22906341
  
  I am rejecting this response because:
  
  Hi, thank you BBB and *** team for helping with this matter. I just want to let ***** know that I have submitted the required documents. The reference number is CA-********. Since the two government IDs do not have my latest address, I submitted an additional utility bill as proof of address. Please go ahead deleting the two family members. I appreciate your help to reopen my account. 

  Sincerely,
  Jingting Xu

  Business Response

  Date: 02/25/2025

  Dear Valued Customer: 
  
  We are in receipt of your updated correspondence forwarded by the 
  Better Business Bureau (BBB). 
  
  Upon reviewing the documents submitted to ***, we would like to assist 
  with the deletion of the two award users. The deletion fee is ***** miles 
  per person, totaling ****** miles. Once this process is completed, we will 
  re-open your account. You should be able to access your *** account by  
  early next week.
  
  Please be aware that if your account is flagged for suspicious activity or if 
  ineligible members are registered as award users again in the future, ANA 
  will suspend the account. In such cases, we would not be able to re-open 
  the account.
  
  We appreciate your kind understanding and cooperation in this matter.
  
  Sincerely,
  
  ***** *.
  -*** SKY WEB-
  Customer Relations & Services, The Americas

  Customer Answer

  Date: 02/25/2025

   
  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,
  
  Jingting **

• Initial Complaint

  Date:01/03/2025

  Type:Billing 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:11/19/2024

  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 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

  Date: 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

  Date:10/28/2024

  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 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

  Date: 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