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:06/27/2025

  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 booked a flight through student universe on October 14, 2024 from the ***************** (on airline airfrance) to ***************, then from *************** to *** (on airline ***************). The virgin Atlantic flight was cancelled and the email said I needed to call *************** for a refund, but they said because I paid through student universe, I needed to call them. Since then, it has been over two months calling and trying to explain that I didn't make the airline cancel the flight, and got all required documents that they "were having trouble getting" (the reason for canceling the flight: mechanical issues) and would put me on hold for ***** minutes at a time, then come back on the line saying that they needed to figure it out, as if they hadn't done anything during the time on hold. They would not patch my call through to the manager, even when I started asking at some point every time I called. They are not processing the refund because they want my bank details but my bank has told me not to give those out on phone or email (I also don't trust them), and they aren't willing to send me a check to the address on file or a refund to the card on file. It's been over two months and I'm still out $573.94 and I just want my money back. I didn't go on the flight they booked and had to rebook an entire new flight.

  

  Business Response

  Date: 06/29/2025

  Thank you for reaching out regarding the refund process for the canceled flight. We understand the frustration and inconvenience this has caused.
  
  We have received the refund from the airline and are eager to process it back to the passenger. Unfortunately, the original payment system used to receive funds from the customer is now closed, and the only viable method to return the funds is through bank account details.

  
  We want to reassure that providing bank account details via email does not present a significant risk. Bank account numbers alone are generally not of value to scammers, so if this is the reason for the refusal to supply this information, please be assured of its security.

  We simply need this information to issue the refund, and any delay at this point is due to the absence of these details. The most efficient way forward is for the customer to provide these details to us as soon as possible.

  
  

• Initial Complaint

  Date:06/15/2025

  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.

  On February 5, 2025, I contacted StudentUniverse after receiving an email from ******* offering a cancellation option due to severe weather. Your agent confirmed over the phone that I was eligible for a full refund, took my banking details, and proceeded to cancel my booking.The day after the cancellation was completed, I received a notice stating that, in fact, only the JetBlue portion could be refunded, and that Aer Lingus did not authorize a refund. This was never communicated to me prior to the cancellation. I requested this cancellation with confirmation of a full refund which your agent explicitly told me that the full amount would be returned, which was the only reason I agreed to cancel.Timeline of Key Events:Feb 5, 2025, 3:11 AM I spoke with your agent for ~40 minutes, who confirmed full refund eligibility and took my banking details.Feb 5, 2025, 3:36 AM I received an email confirming cancellation of my JetBlue flight.Feb 5, 2025, 11:02 AM StudentUniverse emailed me stating that Aer Lingus would not authorize a refund.Feb 6Feb 9, 2025 I made multiple calls and emails were made by me to seek resolution and rebook, which your agency failed to act on in time.Feb 9, ********************* to contact *******, after which went I tried to use my travel credits Jetblue informed me the issue was StudentUniverses responsibility.StudentUniverse told me they were in contact with Aer Lingus last month yet I have still not heard from them. Now I have not been refunded nor can I use my travel credits.

  

  Business Response

  Date: 06/24/2025

  Thank you for your message. We have previously received this complaint, and during our initial response, we explained that both JetBlue and Aer Lingus are currently processing refunds due to the airline's error. The refund request has been submitted, but please be aware that it can take up to 12 weeks for funds to be processed by the airline.
  To clarify the timeline: Your refund request was submitted on May 29th. You can expect to receive the funds by August 21st, assuming the 12-week processing period.
  We understand this situation is frustrating and assure you we are doing all we can to ensure the refund is processed promptly. Thank you for your patience and understanding as the airline completes the necessary steps.

• Initial Complaint

  Date:05/31/2025

  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 have called this business three times from April 2025-May ************************************************************************ my name during booking. Every time I call they tell me to wait ***** hours until someone is able to reach me. The third time I called I asked if I could wait on the line to speak to a manager, they hung up on me. With my flight coming up in 2 weeks they have still managed to not help me out, Ive emailed them my passport multiple times, and when I asked for a corporate number a staff told me they dont have a corporate. Im at a loss here Ive spend over ***** with this company and yet they still have failed at every attempt to help me. If I am unable to get through airport security, I would like a refund for all of the money spent.

  

  Business Response

  Date: 06/01/2025

  Unfortunately, we are unable to locate a booking associated with the email address provided by the customer. To assist effectively, we require additional details to identify their reservation and address their concerns promptly.

  Customer Answer

  Date: 06/01/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
  The email that is associated with the booking is ************************ the name I need chacnged in the reservation is ******* ****** **** ***, when booking we wrote Dalone when it is Delone, I have now called 4-5 times with no returned calls or emails. My flight is in less than 2 weeks. Please solve this 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 06/05/2025

  Due to the involvement of multiple airlines in the itinerary, a new booking must be created according to the airline's guidelines, followed by reissuing the ticket with the updated name.
  Please be aware that this process will incur differences in fare and taxes as well as an agency amendment fee.

  As per the notes on this file, our customer service teams have emailed the customer directly, and are awaiting payment so we can proceed with the changes.

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I have reason to believe this is a fraudulent business and I would like a full refund. Initially the company said they would fix the problem for 75 AUD. From then they said it will cost 700AUD for the problem to be fixed and in the same threat said it would cost *****AUD. Which is more expensive than both of the original tickets combined. Mind you, this is all to fix a 1 letter mistake on the booking. I think they are scamming me, and I dont find the business legitimate, I would appreciate this place being investigated to avoid future scams with anyone else.  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight with a flight voucher and paid extra for a meal and an extra baggage each way for $225 total. The first leg of the flight was in January and the extra bag was never put on the reservation. I called StudentUniverse to fix it or get a refund and they said I would, however, I never did. I needed the bag so I had to spend $100 one way to add on that bag. I never got the merchandise/service that I paid for, so I filed a dispute. The bank ruled on my side after I sent proof and I got my money back. Now, StudentUniverse is not even making me give the dispute money back, but charging me a $225 fee for not paying for the reservation. This is fraud and I refuse to pay for the bags extra that I never received on my reservation for, making me also pay $100 on this upcoming leg to add another bag. I have called about 7 times this week to StudentUniverse to get this settled and figured I would pay the fee to have them not cancel my flight. However, the payment link is not working and I have to keep repeating the same situation to each associate, even though they said higher *** would get back to me with it resolved. I do not want to show up to the airport on Saturday May 31 with them saying my flight was cancelled when I tried to resolve it. I have evidence of everything. I have wasted over $100 from being put on hold with international phone fees. No one knows what is going on and is just not getting back to me about fixing this. I have been actively trying to pay this and following their terms, however still nothing has been done with my flight in 2 days.

  

  Business Response

  Date: 06/01/2025

  Upon reviewing the situation, it has been confirmed that the chargeback was resolved in the customer's favor. Despite this, we ensured they were able to complete their travel using the original booking. Our records show that the booking included checked baggage for all legs of the journey, as detailed in our system.
  
  Any additional baggage, not covered in the initial booking, was refunded through the chargeback process.
  
  With this resolution in place, we are confident that the customer's concerns have been effectively addressed, and no further refunds or actions are warranted at this time.

  Customer Answer

  Date: 06/01/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:05/25/2025

  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.

  Accidently booked and tried to call and email them immedicately after receiving the text that said I had booked. I told them I don't know what I did and I didn't intend to book at this time. All this occurred within a few hours but no one seemed to be able to help. The company *** said that it was free to cancel within 24 hrs (which it was) but they were going to charge me $195 x2 for cancelling. The girls kept saying there was no charge to cancel but they were charging me. She was foreign and I was having a hard time understanding her because it didn't make sense. I hung up and used email after twice calling and receiving ***s I could understand. I have sent 10 plus emails and still no response. I guess I need to contact my credit card and have the reverse the charge. This seems so crazy because I was going to book with them when I had all the details. Just checking prices and messed up. ***, it is a foreign country but the text I got was from a local phone number. How is that? Now I am really worried it was a scam company. I am going to cancel my card because this is all to creepy.

  

  Business Response

  Date: 05/29/2025

  We would like to clarify that our agency is a legitimate operation and assure you that this was not a scam. Bookings cannot be made accidentally without payment and acknowledgment. The process requires intentional actions, including providing payment details and confirming acceptance of our Terms and Conditions, as well as ticking a checkbox to acknowledge this agreement.
  
  While the airline may offer a waiver of change fees within the first 24 hours, our agency applies its own cancellation fees as outlined in our Terms and Conditions. These were presented and agreed upon by the customer during the booking process. Unfortunately, the customer did not complete the cancellation within the 24-hour window, as they did not agree to the cancellation fee stipulated.
  
  Now that the booking is outside of the airlines void window, the customer is subject to the airlines cancellation fees, as per the fare rules accepted at the time of purchase. Regrettably, the ticket was purchased as a non-refundable fare, and thus it is not eligible for refunds beyond this point under the applicable conditions.

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:05/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased a ticket from ********* to ******* using Student Universe who I know if an **************** through **********. Within weeks of booking my ticket they started cancelling my flights connecting through ******* for my flights home and then when I called them repeatedly to fix the issue they eventually emailed me stating they had completely cancelled my who flight itinerary and ticket and a refund would be to me in days. It is now over a month and everytime I call and demand my refund is done they just tell me to wait. When i asked to speak to management or a team leader they won't allow me too. i understand I am an Australian citizen but this is an ****************. I now understand through social media research this company is known for this kind of behaviour.

  

  Business Response

  Date: 05/29/2025

  The cancellation of the flights was done by the airline itself, not by us as the booking agent.
  Similarly, any changes to the schedule were made by the airline, following their internal procedures, not by our agency.

  
  Our agents have diligently followed the airline's schedule change process, making sure that all appropriate measures were taken. Given the circumstances, the customer is indeed entitled to a refund due to the airlines cancellation. However, as part of securing the booking initially, the funds were transferred to the airline. The refund process requires the airline to return these funds to us before we can forward them to the customer.

  
  Unfortunately, this refund procedure is not instantaneous and can take up to ********************** our terms and conditions. As soon as the funds are received by us from the airline, we will promptly issue them to our customer.
  I understand the frustration with the timeline, and we are closely monitoring the situation to ensure the refund is processed as quickly as possible. Please rest assured that we are committed to resolving this matter.

  Customer Answer

  Date: 05/29/2025

  On the 29th of April

  1 month ago student universe sent the attached email

  stating it would be a few days for refunds 

  I will contact ****************** to also inform them of what student universe have said and that they have laid blame on them. 
  

  if I have to wait another 2 months for a refund I will not be able to get a flight to America in September. This is devastating to me as I wish to see my family for my 50th. 
  

  I can not understand why any refund would take 12 weeks. 
  I paid extra on my ticket to ensure it was refundable. 

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 06/01/2025

  We were unable to access the attached email dated April 29th. If the customer was given a different timeline for the refund, we kindly ask that the attachment be resent in a readable format, so we can accurately assess the details.
  
  Regarding the refund timeline, it is important to note that the refund process is primarily governed by the airline, as they are responsible for holding the funds. Should the customer decide to contact ****************** directly, the airline may be able to provide clearer insights into their refund policies.
  
  As the facilitating agency, we are doing everything possible to expedite this procedure.

  Customer Answer

  Date: 06/03/2025

   

   

  good afternoon 

  Again I have attached the email sent by Student universe. 
  I find it very unprofessional they constantly ask for proof of emails they have sent. 
  My thoughts are Student Universe sold me seats of SA flights that were not available . 
  This is unethical and against the law. 
  after reviewing numerous web based sites including Trip Adviser this level of service and practice appears common for Studebt Universe.
  I suggest my refund regardless is solved urgently to avoid further issues

   

  kind regards

  ****** Sah 
  

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 06/26/2025

  We have carefully reviewed the concerns, and we would like to clarify the situation.
  The cancellation of your flight was made by the airline, and not by Student Universe. As standard procedure, we must wait for the airline to complete their refund process before we can issue refunds to our customers.
  
  Please understand that accusations of unethical behavior and baseless claims against us are not productive.
  
  However, we will issue the refund in advance as a one-off exception to resolve this matter promptly.
  
  
  

• Initial Complaint

  Date:05/13/2025

  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 received an email from ******* giving me the option to cancel my flight, which was booked through StudentUniverse, for a refund due to weather. I spoke with a StudentUniverse agent, and they confirmed that I could cancel for a full refund. They took my banking details and canceled my flight.However, hours laterafter the flight had already been canceledthey told me they shouldnt have done so. They said that since my itinerary included two different airlines, Aer Lingus and JetBlue, only the JetBlue portion could be refunded. This was never explained to me before they canceled the flight. When I spoke to them, they clearly told me I would be getting the full amount back. I booked a single ticket, not two separate ones, specifically because these are partner airlines and I didnt want to deal with managing separate bookings.They then said I could use ******* flight credits for the total of $483.99 (even though they previously said I couldnt be fully refunded by JetBlue). But then they told me they werent the ones who could apply the creditsthat I would have to book directly through JetBlue.I contacted *******, and they told me they couldnt help either, as everything had to go through StudentUniverse. After countless attempts to get in touch and rebook a flight, StudentUniverse now refuses to respond. Images below show my attempts to contact and rebook.This entire issue is their fault for canceling my flight when they shouldn't have. They need to take responsibility. When they canceled, they told me I would receive a full refundbut that turned out to be false, which amounts to fraud.

  

  Business Response

  Date: 05/13/2025

  Thank you for bringing this matter to our attention.
  We are currently in the process of escalating this case directly with Aer Lingus, the validating carrier for this itinerary, to request an exception and explore the possibility of securing a refund for the customer. As the main ticketing airline, ********** holds the authority to issue such approvals, and we are awaiting their response on whether they are willing to make an exception given the circumstances.
  At the time of the customer's initial contact, correspondence from *******, their codeshare partner, was provided directly to them. These emails did not explicitly state that a refund would be available, and our call logs and internal notes support that at no stage did our agents confirm a guaranteed refund. Instead, the agent advised that any refund would be subject to airline discretion and contingent on receiving formal authorisation from the airlinespecifically in the form of a waiver code or cancellation directive. As per standard industry practice, we are unable to cancel a ticket without penalty unless authorised to do so by the airline.
  Our notes further reflect that *******'s outreach to the customer introduced the possibility of credit; however, it was clarified that this credit would need to be processed directly with JetBlue. Unfortunately, this has caused confusion both for the customer and our team, as the reservation itself was issued by ********** as the primary carrier. We acknowledge that there has been some miscommunication hereprimarily stemming from the dual involvement of two carriers and the unclear responsibilities between themand we sincerely apologise for the confusion and inconvenience this has caused.
  We are treating this matter seriously and are working to obtain a clear resolution from Aer Lingus. We kindly request a ***** period to allow time for their response and will ensure the customer is kept informed of any developments as our investigation progresses.

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

  You are correct in the fact that no email explicitly showed a refund would be available. I would like a copy of those call logs and internal notes. This issue originated because I called your agency after receiving that email from *******. Your agent told me I would receive full refund. Then hours later you send an urgent email stating that you actually couldnt cancel it for a refund, but you already canceled it. That is the definition of fraud. What am I as a customer suppose to do in that situation? I could not get on the original flight because it was already cancelled by you. If I had known that if you cancelled it that I would not receive a refund I would have chanced the weather. Instead you cancelled the flight then contacted Aer Lingus and found out it couldnt be cancelled and relayed that information to me after you cancelled it. Although your initial agent told me yes I can cancel your flight for a refund and took my banking details. This email from you was hours after the cancellation. This is too much money to disregard and I have been trying so long to solve this with you, but this is your fault.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 05/20/2025

  We understand the customer is upset about the outcome and believes a refund should be due following the flight cancellation.
  
  However, it is important to clarify that the airline not our agency contacted the customer directly. We do not know why that communication was made if a refund option was not available, and we regret any confusion or distress it caused.
  
  As the booking agency, we are not in a position to issue refunds unless the airline confirms eligibility. Once we proceeded with cancellation, we immediately contacted Aer Lingus, who confirmed a refund wasn't available at the time.
  Once knowing this, we attempted to reach the customer to clarify the situation and have call logs on file showing we attempted contact on the date of cancellation.
  Unfortunately, the passenger did not answer our call. Had we been able to speak with them, we could have reinstated the flights and possibly avoided this outcome.
  
  To assist with the refund request, we have contacted Aer Lingus who are now coordinating with ******* to investigate the matter further.
  This investigation is still ongoing, and we have attached a copy of our communication with Aer Lingus as part of our response.
  
  We continue to advocate on their behalf with the airline. However, until we receive written confirmation from Aer Lingus or JetBlue that a refund is being issued, we are not authorized to process one.

  Customer Answer

  Date: 05/30/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I agree it was strange that the airline sent me that email. However, as the booking agency, its still your responsibility to be aware of the tickets rules and conditions and communicate that to me. Im not able to make changes to the booking or see the potential refund amountonly StudentUniverse has access to that information.
  
  When I spoke with your agent at StudentUniverse, she confirmed that I would receive a full refund. Thats the reason I canceled the flight. Had I known I wouldnt get the full amount back, I absolutely wouldnt have canceled. This was a mistake on your end, and its your responsibility to return that money to me.
  
  At the end of all this confusion, the fault lies with StudentUniverse. You canceled my booking under the assumption that I would be fully refunded. It was only after the cancellation that you found out I couldnt besomething that should have been confirmed before taking action. The agent I spoke to checked my reservation and clearly told me I would get the money back. Unfortunately, she was wrong.
  
  Regardless of any mix-up with the airline, the mistake happened within your agency.
  
  Please also provide the call logs, showing the date and time of any attempted calls and proof that they were made to my number. I havent received any calls from StudentUniverse after you reached out to Aer Lingus- in fact, I was the one who contacted you.
  

  Heres the timeline of everything that happened. All the timestamps for calls and emails are in my current time zone, which is 7 hours behind Irelands time.
  
  2/05/2025 at 3:11 AM I called StudentUniverse after getting that concerning weather email. I spoke to an agent for 40 minutes. She checked my reservation, confirmed that a refund was available, and even took my banking details.

  2/05/2025 at 3:36 AM I got an email from ******* saying my reservation had been canceled.

  2/05/2025 at 11:02 AM StudentUniverse emailed me saying that after canceling the reservation, they contacted Aer Lingus and found out I wasnt eligible for a refund.

  2/05/2025 at 4:42 PM I called again and spoke to another agent for 42 minutes. I was told you were reaching out to Aer Lingus to see if theyd make an exception.

  2/06/2025 at 7:43 AM I got an email from StudentUniverse offering either to change my booking or give me flight credit.

  2/06/2025 at 9:51 AM I replied to that email.

  2/06/2025 at 3:46 PM I called StudentUniverse again and spoke to another agent for 33 minutes. That agent seemed confused about how to use the flight credit or change the booking since the reservation had already been canceled and didnt exist anymore. I was told to wait while they continued trying to get a refund from Aer Lingus.

  2/06/2025 at 4:41 PM I followed up with another email saying: If Aer Lingus does not reimburse my ticket after your inquiry, I would like to book the direct flight from ****** to ***** 12:20-5 pm on Sunday Feb 9th using option #2 flight credit.

  2/09/2025 at 4:12 AM (3 days after that email and hour before the flight I requested).  StudentUniverse emailed saying they were in contact with JetBlue and Aer Lingus to try and change my flight.

  2/09/2025 at 4:39 AM StudentUniverse told me to contact JetBlue directly.

  2/09/2025 at 4:42 AM and 4:45 AM I sent follow-up emails saying I was confused why I needed to contact JetBlue when the issue was with Aer Lingus. At that time, it was 11:45 AM in ******. The flight I had asked for was set to leave at 12:20 PM, with the gate closing at 11:35 AMmeaning there was no way I couldve made it by then.
  
  
  So when you said you contacted me and I didnt answerthats just not true. I have no missed calls from StudentUniverse. As you can clearly see, I made multiple calls and sent several emails trying to get this sorted.
  
  Once again, the responsibility falls on you.
  
  You canceled my flight under the assumption Id get a full refund, which you couldnt fulfillthis is fraud.
  You claimed to have called me, but I never received a call.
  You told me to reach out to JetBlue for flight credit, and they told me that was your responsibility.
  
  The truth is: this happened because your agency canceled the flight before confirming the refund with Aer Lingus. I did everything I could on my endI contacted your agency repeatedly. The lack of urgency on your part is the reason were here now. I even provided you with an alternative flight option, but your delayed responses made it impossible to avoid this outcome.
  
  This wasnt the airlines fault. This was a mistakeactually, several mistakesby your agency. This is too much money for me to just let go. Im a student. My father just had surgery. I had to pay a lot more to rebook a last-minute flight home from *******. On top of that, I had to spend money on international phone minutes just to stay on the line with your agents for over 115 minutes.
  
  Attached is the call logs and emails.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:05/12/2025

  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 purchased two international airline tickets through StudentUniverse on February 12, 2025one for myself and one for my brother. During the booking process, I entered our full legal names exactly as they appear on our passports, including first, middle, and last names. I also entered our passport information, which further confirmed the correct names.Despite this, StudentUniverses system altered our names on the tickets. In both cases, our first and last names were merged into one (e.g., Miatucker), our middle names were omitted, and the last names were duplicated or incorrectly shifted between name fields. These name mismatches make the tickets incompatible with international travel, since they no longer match our passports.Importantly, this is not an error a customer would easily notice. The formatting made it seem like the name had simply been compressed. Because the booking site accepted our passport information and did not flag any errors, there was no reason to believe anything was wrong.I contacted StudentUniverse customer service. I was told the only option was to cancel and rebook, which would cost about $3,000 due to fare differences. They refused to correct the names without that charge, even though the error clearly originated from their systemnot from anything I did.The resolution Im requesting is simple and fair: StudentUniverse must correct the names on our existing tickets and/or rebook and waive all additional fees resulting from this system error.

  

  Business Response

  Date: 05/13/2025

  At this stage, the name input does not appear to be a system error. Our IT team has found no evidence of similar issues affecting other users, which suggests this was not caused by a technical fault on our platform.
  
  While its common for first and middle names to appear merged due to airline system formatting (as airlines often mesh first and middle names or combine name fields without spaces), in this case the issue appears to be that the last name was entered twice, rather than a first and middle name being meshed. This suggests a user entry error rather than a backend formatting issue.
  
  Its also worth noting that the first legs of the tickets are now used, which indicates that the name formatting did not prevent the customer from travelling. Our agents followed the correct process at the time and provided the available options in accordance with the airlines fare conditions.
  
  Please let us know if any further clarification is needed.

• Initial Complaint

  Date:05/01/2025

  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.

  Compr un pasaje ******* internacional en ****. Por la ***** de esta empresa llamada studentuniverse.com incluido equipajes facturados seguro y todas opciones que me ofreca. Al pagarlo lleg el pasaje sin maletas facturadas sin nada de lo que ofreca. Tome capturas de pantalla de la compra y de la oferta. Les llam y dijeron que esto no era suficiente evidencia y que entrara en una investigacin. Mi necesidad es inmediata y de urgencia no puedo esperar que ellos quieran y quiero la devolucin del dinero. Ellos cometieron el error y tengo evidencias

  

  Business Response

  Date: 05/01/2025

  We can confirm that the customer opted to include Refund Protect with their booking. This product was added to the booking successfully.
  
  Please note that Refund Protect is not an insurance product, but an optional add-on that offers the potential for a refund in specific, pre-approved circumstances. Refund eligibility is determined based on the reason for cancellation and supporting documentation, as outlined during the booking process.

  
  In regard to the baggage concern: upon investigating this particular case, we have identified a technical issue that may have incorrectly displayed baggage as included for the selected fare. Unfortunately, once the ticket has been issued, baggage cannot be added retroactively through our system.

  To ensure a fair outcome, we propose the following resolution:
  The customer may purchase the required checked baggage directly at the airport on the day of travel.
  Once the baggage is paid for, they may submit a copy of the receipt to our customer service team.
  Upon receipt of the documentation, the customer is encouraged to contact us directly by phone, so we can promptly verify the information and authorize a reimbursement for the baggage cost immediately.
  We believe this is a fair and efficient way to resolve the matter while ensuring the customer can proceed with their travel plans without further delay.
  Please let us know if you require any additional information or clarification.
  
  

• Initial Complaint

  Date:04/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a roundtrip flight by using a recommended provided through my university called student universe on 10/30/2024. I paid ***** for my roundtrip flight from **** to ***** for studying abroad for a semester leaving January 3rd and coming back May 23rd. After I paid, I didn't receive confirmation receipt of my payment. I finally was able to find the details through the main carrier website. Months leading up to my departure I still had issues finding information regarding my flight and was not able to add bags to my flight confirmation until the day before my flight. I get to ***** and towards the end of my semester I want to change my return flight. I first call student universe to request this on 4/10/24. The first ***** repeatedly says changes are permitted to my flight and puts me on hold to make the changes. She quotes me a total change fee of 999 which I thought was outrageous. I hang up and call again a few hours later. Same thing, ***** says changes are permitted and this time quotes me around 400. I call the airline, they say they can't help me because it's third-party. I call student universe 4/11/24 and they say ******. I call again same day and the ***** says I can't make changes at all and the previous *****s had lied about changes permitted. I ask to have the policy sent to me and she sends me a typed out email, not an official document. I request to speak with her manager, I get denied. I call again for the last time same day. Again, ***** repeats what the previous person says and that the manager is out of town for two days. After several hours they says that changes are permitted again and that I have to pay *****. The business was committed to providing me honest timely service. They one lied to me, made me wait several times, gave me different information each call, did not send me an official policy and were unclear about their policies, and did not provide fair pricing. I want to change my flight and get the correct fee amount.

  

  Business Response

  Date: 05/01/2025

  We have thoroughly reviewed the booking and acknowledge the issues raised. We would like to provide clarification on the matter and outline the steps taken.
  The customers ticket is issued under a fare that does permit changes, subject to the following conditions:
  Airline change fee: USD 199.00
  Fare difference: USD 1,068.40
  Total payable to proceed with the change: USD 1,267.40
  Unfortunately, the booking involved two airlines on a single ticket, which contributed to confusion regarding which fare rules applied. This resulted in inconsistent information being provided to the customer across multiple contacts. We acknowledge this shortcoming and apologize for the frustration caused.
  We remain ready to assist should they still wish to proceed.
  
  We sincerely regret the inconvenience caused and appreciate the opportunity to respond to this complaint.