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:02/10/2025

  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.

  I booked two tickets from studentuniverse. They cancelled my ticket without notifying me and when I called. My parents was at the airport and the only think they told me sorry about that. I have to buy new ticket, and still waiting for refund. I don't know studentsuniverse relevant team doesn't speak on phone. There agent left us hopeless. I called very frequently to them they said we will provide the refund but took time. But really don't know what's going on I am still waiting for my refund.Let me know if you need anything from me.

  

  Business Response

  Date: 02/16/2025

  We would like to clarify the circumstances surrounding this booking. The ticket was canceled due to a major schedule change, and as a result, we submitted a refund request to the airline. However, airline refunds can take up to 12 weeks to process, and we have not yet received the funds. Once the airline processes the refund, we will promptly return the amount to the customer.
  We acknowledge the frustration caused by this situation, and what appears to be a miscommunication, but it is important to note that we did not cancel the ticket without notifying the customer.

  The customer incorrectly assumed that a single leg of their ticket could be canceled. However, for flights issued under a single ticket, canceling one segment automatically voids the entire itinerary, as individual segments cannot be separated.
  
  Our agency has documented all calls and conversations regarding this matter, which clearly outlined the implications of canceling the ticket. If the customer was uncertain or had any confusion, it was their responsibility to seek clarification before proceeding.

  Based on our records, the schedule change required action, and the customer was given options, including a reissue to an alternative itinerary free of charge. However, they chose to request a refund instead of accepting the alternative flights.
  Our team has remained in communication with the customer regarding the refund process, and we will continue to provide updates as soon as there is any progress from the airline.

• Initial Complaint

  Date:02/03/2025

  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 am a *** student that travels extensively for residencies and research. I booked a flight to *********** from *********** for a winter residency on January 5th. Unfortunately, because of inclement weather, the flight was canceled. *************** refunded the ticket cost immediately. The refund went to Student Universe. I have been calling Student Universe weekly to inquire as to the status of my refund. They informed me that they did indeed receive the refund from United but they have still not refunded the money to my account. This has been going on for the last month. I call, they confirm that the refund has been authorized yet I still have not received my refund. They had no problem taking the money out of my checking account but cant seem to be able to put it back. I have had enough.

  

  Business Response

  Date: 02/06/2025

  We sincerely apologize for the delay in processing this refund. StudentUniverse recently underwent a system change, and the original system through which we received the funds is no longer in use. As a result, we have had to process refunds through a new system, which has required additional steps and details.
  We understand that this is frustrating, and we truly appreciate your patience during this transition period. We have now obtained the necessary details from the passenger and are working to finalize the refund as soon as possible. Again, we are very sorry for the inconvenience, but this is the current process we must follow at this time.

• Initial Complaint

  Date:02/02/2025

  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 made a booking via Student Universe on 2 nd of December. Since then I have received a few schedule changes with ****************** . I contacted Student Universe and asked if I cancelled this flight would I get a full refund with no fees deducted. They advised due to schedule change I would get full refund of what I paid $851.15 . I applied for a refund online as I was advised to do, and for 2 weeks I have been trying to chase this up as I keep getting emails stating ****************** haven't responded t their emails. I have called ****************** several times and they have advised me no contact has been made and that yes a full refund is due to you due to the change of flight . ****************** are stating that Student Universe don't want to refund and that their policy is a full refund . I call every day and get no one. I have already booked another flight after getting confirmation from from ******* and Rafella ( S U ) and ****** from ****************** . This has been escalated several times and still no approval of refund . Student Universe reservation code ****** ****************** reservation code is 6L73PU Singapore airlines advised me that Student Universe have cancelled this booking and just waiting for the request to refund. Student Universe would have to be the most incompetent online travel booking ever . being a frequent traveller I have never experienced this appalling service or lack of. I just want my refund

  

  Business Response

  Date: 02/11/2025

  Thank you for reaching out. We would like to confirm that we are actively liaising with the airline to process a refund for this booking.
  As per our Terms and Conditions, airline refunds are not instantaneous and can take up to 12 weeks to be processed from the date of request. This timeframe is standard industry practice, as refunds must be reviewed and approved by the airline before being released.
  We appreciate your patience during this process and will provide any relevant updates as soon as they become available.
  

• Initial Complaint

  Date:02/01/2025

  Type:Service or Repair 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.

  On January 30, 2025, I purchased round trip tickets for a flight from *** to MAN (March 24 & April 4), with a layover in ***. StudentUniverse listed the tickets as including "23kg of checked baggage" and being in "economy" class. Since I thought I had a checked bag included, I purchased the $9 baggage insurance as an add-on. My confirmation email showed my tickets as including the checked baggage, but an "intinerary/e-ticket" sent shortly afterward showed that my ticket included "no checked baggage." I then called customer service and confirmed that my ticket included no checked baggage. By viewing my tickets on the airline websites (***************** and ***************), I determined that my fare class was in fact basic economy, not economy (which would include a checked bag). Later, I found that the only place on the website which says that my ticket included no checked baggage was the "fare rules" hyperlink that you must agree to before purchasing. This is highly misleading after listing included checked baggage everywhere else. I will now have to spend about $150 to check baggage at the airport. I also wouldn't have purchased the baggage insurance if I knew a checked bag wasn't included. I would like compensation for the unexpected expense of checking a bag.

  

  Business Response

  Date: 02/04/2025

  We sincerely apologize for the oversight regarding the baggage allowance. We fully acknowledge that the invoice displayed 23kg of checked baggage per person, and we will absolutely honor this.
  Unfortunately, as the booking has already been ticketed, we have no way to add the baggage before departure. The only resolution at this stage is for the passenger to pay for the checked baggage at the airport, retain the receipts, and submit them to our customer service team for reimbursement.
  We deeply regret the inconvenience caused and appreciate the passengers patience. Please let us know if theres anything further we can do to assist.

  Customer Answer

  Date: 02/05/2025

   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:01/31/2025

  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.

  TLDR studentuniverse made two unauthorized transaction of $966.24 and $882.89 on my credit card and booked two air tickets in my name. I disputed the transactions through my bank and got $966.24 back. studentuniverse is holding on to $882.89 despite promising a refund to me directly through email (screenshot attached). I am asking them to honor their word and refund me $882.89. ---------------DETAIL---------------I tried booking a ticket on October 19 2024 using my credit card. studentuniverse charged my card on October 19 2024 and then reversed the transaction on October 20 2024 (screenshot attached). Money was back in my account.On October ****************************** charged my card without my consent and authorization for $882.89.I disputed the transaction through my bank and studentuniverse emailed me on January 09 2025 about the money being reversed into my account (screenshot attached). Till today on January 31 2025 I have not received the refund. I have called them on their customer service line ***************** and the agents are not helpful at all.I ask them to honor their word and give me the refund of $882.89 please. The reservation code for the ticket is IOMNYA Detailed description of all events is attached as a pdf document.

  

  Business Response

  Date: 02/04/2025

  We have reviewed the case and can see that a chargeback has been opened for this booking. Unfortunately, while the dispute is active with the bank, we are unable to process any refunds directly.
  Once the chargeback case is resolved, we will be able to review the next steps accordingly. Please let us know if there are any further updates from the bank.

  Customer Answer

  Date: 02/05/2025

  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. 
  
  studentuniverse reached out to me on January 09 2025 through my personal email claiming that the chargeback has been closed on my favor and the payment has been reversed for the Student Universe reservation code IOMNYA.
  I checked my account and no payment was being reversed then, on January 09 2025 and till today on February 05 2025 there has not been any reversal of payment in my account.
  
  ********************** reached out to me again on February 04 2025 on the same email thread making the exact same claim that the payment for Student Universe reservation code IOMNYA has been reversed. They also request me to withdraw the dispute. I have checked my account and I do not see any reversal from student universe.
  
  On my personal email studentuniverse is claiming that the payment has been reversed and they are requesting me to withdraw the dispute from the bank. I have shared screenshots.
  On this public forum studentuniverse is claiming that they cannot make a reversal because there is an ongoing dispute with the bank.
  
  Why is student universe making two diametrically opposite statements ?
  Isn't this dishonest ?
  
  If student universe wants me to withdraw the dispute, please refund me the money and I will glandly withdraw the dispute.
  
  In my complaint I have clearly mentioned that studentuniverse charged my card without consent and authorization. The made a debit once which was reversed. I have shared the screenshot of the reversed transaction. It was after that reversal on October 22 2024 my card was charged without my consent and authorization. Please refund me the money that was taken away from me without my consent and authorization.
  
  [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: 02/06/2025

  There appears to be some confusion on the passenger's end regarding this case. As we cannot issue a double refund, we require confirmation from the customer's bank that they have not already refunded the customer via chargeback before proceeding with any refund from our side.

  Our records indicate that the chargeback was closed in the passenger's favor, meaning the refund has either already been processed or is in the process of being issued by the bank directly.

  To clarify, we are simply requesting confirmation from the passenger's bank that the chargeback was resolved in our agency favor and that no refund was issued to the passenger by the bank.
  
  At this stage, the customer would be best advised to contact their bank for further clarification. Typically, banks provide customers with an official letter outlining the dispute outcome. We are simply requesting a copy of this document to ensure the chargeback process has been completed successfully.

  Customer Answer

  Date: 02/16/2025

  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,

  ******

  ------------------------------------

  My bank has closed the dispute after StudentUniverse LIED to the bank about settling the dispute with me directly.
  
  On January 09 2025 StudentUniverse contacted me on my personal email <**********************************>. The email says that the chargeback has been closed on my favor for StudentUniverse reservation code IOMNYA and the payment has been reversed. I have shared the email as attachement. No payment was reversed by that time and till today.
  
  On January 10 2025 JESHEL BANONO of StudentUniverse emails from <******************************************************************> to the bank that StudentUniverse has setteled the chargeback with me directly. Clearly, lying here making an untrue statement because StudentUniverse did not did not issue any refund to me and we(I, ****** ******* and StudentUniverse) had not come up with any settlement. I was still waiting for the bank to communicate with me about the dispute that I had filed.
  
  There were absolutely no attempt from StudentUniverse to settle the dispute with me. They only emailed me once and I have shared that email thread here.
  
  Because of the lies of StudentUniverse about settling the dispute with me directly the bank decided to close the dispute. ******* has shared the email from ************* as reason for closing the dispute. I have shared here the communication received about dispute closure from the bank on January 30 2025.
  
  On the same date on January 30 2025 I emailed StudentUniverse asking about the non receipt of refund. They lie to me again claiming that the payment has been reversed.
  I ask them for the date on which they reversed the payment. I did not get any reply.
  
  So, by now StudentUniverse had charged my card without my consent and authorization. On top of that when I filed a dispute through my bank StudentUniverse lied to the bank that they have settled the dispute with me directly. StudentUniverse also lied to me that they have reversed the payment to me. That is dishonest of StudentUniverse.
  
  The chargeback was indeed closed in my favor but, because of the lies pedaled by StudentUniverse about settling the dispute with me directly the bank decided to step out of the picture. A similar dispute of $965.89 was settled in my favor, which Jeshel Banono is referring to in her email where again StudentUniverse charged my card without my consent and authorization. Why did StudentUniverse chose to lie to cover up their unethical business practices ?

   

• Initial Complaint

  Date:01/30/2025

  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 bought a roundtrip ticket from ************* to ******** for a trip scheduled around June this year, and I made the purchase on 01/20/25 at midnight. Due to the current uncertain customs policy since the new president took office, I decided to cancel my trip. However, when I reviewed the confirmation email, I noticed that on 01/21/25 the company changed the way to look up order confirmation information such as the trip itinerary and reservation code. It is ridiculous that I was given less than 24 hours to check this. As a result, I cannot find any confirmation details; instead, I was charged by my bank and received a confirmation email.I also tried to call customer service, but I couldn't reach any live agent because I don't have the trip itinerary. I am essentially stuck and need help to cancel my trip.

  

  Business Response

  Date: 02/04/2025

  We are actively working on processing the refund for this booking. An email requesting the necessary bank account details has already been sent, as we require this information to complete the refund transfer.
  Please advise the customer to check their inbox and provide the requested details at their earliest convenience. If they are unable to locate the email, we can arrange to resend it upon request.

• Initial Complaint

  Date:01/27/2025

  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.

  Purchased a flight in February 2024 for August 2024. I had a medical emergency and had to leave ****** earlier than planned. I spoke with student universe via phone and email and confirmed that I could submit a note from my doctor for a refund. Student universe accepted the letter and sent it to ***** and RECEIVED refund. They then emailed me saying they will issue me a refund. I even called Delta and they confirmed student universe had the money and are the ones who need to issue refund. After not receiving the refund after a week I started calling and emailing Student universe since August. They have repeatedly ignored my emails and put me on hold for hours. They have STOLEN my money and refuse to issue a refund.

  

  Business Response

  Date: 02/02/2025

  We apologize for the frustration and confusion this has caused the customer. After reviewing the situation, we can confirm that a refund of $470.99 was initially attempted, but the transaction was flagged by the bank as originating from a fraudulent account. As a result, the refund was not processed as expected.
  To resolve this, we have requested the customer provide their bank account details so that the refund can be issued directly to their account. Unfortunately, we have not yet received a response from the customer with this information.
  We understand the importance of this refund and are committed to resolving the issue as soon as possible. We appreciate the customer's patience and hope to finalize the process promptly once we have the necessary details.

• Initial Complaint

  Date:01/24/2025

  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.

  On October 26, 2024, I purchased two flight tickets on StudentUniverse (from *********, *******, to ****, ******, operated by **********). However, ten days ago, I suddenly found that my tickets had disappeared from the Icelandair app. After verification, I discovered that StudentUniverse had canceled my tickets without notifying me. I called customer service to inquire about this matter. The first representative told me that the tickets were canceled because the price of the flight had increased significantly after my purchase, and therefore, due to cost concerns, they decided to cancel my tickets. I then requested a full refund, and they promised that the refund process had been initiated. However, I have not received the refund to this day. Moreover, when I called a second time, the second representative changed the excuse for canceling my tickets. They falsely claimed that the cancellation was due to an issue with my credit card, leading ********** to reject the transaction. However, my tickets had already been issued, and I could see them in the Icelandair app, so I believe this excuse is unfounded. My final request is still a full refund. Thank you very much.

  

  Business Response

  Date: 02/02/2025

  We sincerely apologize for the confusion and inconvenience caused to the customer.
  Upon investigation, we found that the booking was initially flagged as potentially fraudulent, which led to the cancellation of the tickets. However, after a thorough review, we can confirm that this was an error, and the booking was not actually fraudulent. We deeply regret that this situation occurred and that the customer was not informed about the reason for the cancellation in a timely manner.
  To resolve this matter, we will process a full refund for the customer. Please allow us a short time to complete the transaction, and the customer should see the refund shortly.

  Customer Answer

  Date: 02/04/2025

  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. 

  Firstly, their customer service promised me a refund eighteen days ago, but I have yet to receive it, which has already exceeded their promised maximum period of ten business days.
  Secondly, yesterday I received an email from StudentUniverse asking me to call them and provide another bank card's information. However, I originally made the payment using a credit card, and they should be able to refund the money through the same method. Why are they requesting information for another unrelated bank card? This is something I cannot accept.
  
  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: 02/06/2025

  We sincerely apologize for the delay in processing this refund. StudentUniverse recently underwent a system change, and the original system through which we received the funds is no longer in use. As a result, we have had to process refunds through a new system, which has required additional steps and details.
  We understand that this is frustrating, and we truly appreciate your patience during this transition period. We are waiting to obtain the necessary details from the passenger and are working to finalize the refund as soon as possible. Again, we are very sorry for the inconvenience, but this is the current process we must follow at this time.

  Customer Answer

  Date: 02/16/2025

  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. 

  On January 18th, I discovered that my flight ticket had been canceled by you without any prior notification. I immediately contacted your customer service, and your representative agreed to issue a refund. However, it has now been a full monthmore than twenty business daysand the refund has still not been credited to the credit card I used for payment.
  I need your confirmation once again. I need to know whether you have actually processed the refund to my **** card ending in 7466. Please provide me with a formal and serious response regarding this matter.
  
  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: 03/10/2025

  We understand the customers frustration regarding the refund delay and would like to provide further clarification.
  The original payment was processed through a system we no longer use. As part of our transition to a new payment provider, *****, we are unable to process refunds back to the original credit card used. The previous system has been shut down, which means our only available method to issue the refund is via a direct bank transfer.
  We acknowledge that this process is not ideal, and we sincerely apologize for any inconvenience caused. However, this is the only way we can facilitate the refund at this time. We appreciate the customers patience as we work through this transition period and assure them that we are doing everything possible to complete the refund as soon as possible.

  Customer Answer

  Date: 03/11/2025

  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. 

  I am providing my *********** account information again. Please transfer the refund to this account. Thank you.
  Bank Name: LCL
  Account Name: **** ****
  IBAN: *********************************
  BIC Code: ********
  
  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: 03/18/2025

  Our records indicate that the refund was processed on March 12th.
  
  
  Please allow some time for the funds to reflect in the authorized account.

  This can take up to 7 business days to reflect. 

  Customer Answer

  Date: 03/24/2025

  [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:01/23/2025

  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.

  My family booked tickets on Jan 10 at 7:44 pm. We received an email from the company saying "Your trip is confirmed" "Your trip is officially booked. View trip details on our site or app." Clicked the link and saw the flight itinerary. Today Jan 23 I was speaking with my dad and realized I put the wrong YOB in. So I called to update that. As I was speaking with the agent she casually said that our tickets had been cancelled. That the ticket prices had gone up by $200 and so they didn't issue the tickets. We never received any email or notification to let us know. When we inquired about this, they said they didn't have to let us know, it is in their policy. Now after saving for two years to go on this trip, it is costing my family $850 more. They blamed the airline. We called Sata. They said there is no way that they cancelled the flight. Student universe failed to make the booking. They have also hung up on us two times after waiting on hold for over an hour to speak with a supervisor. Our reservation number: DGRBTQ

  

  Business Response

  Date: 01/27/2025

  We would like to clarify the situation regarding the customer's booking and address their concerns.
  The tickets for reservation number DGRBTQ were successfully issued, and the booking is confirmed. However, seat number requests are not guaranteed at the time of booking. As such, we are currently unable to confirm specific seat numbers for the customer. Despite this, the tickets are valid, and the passengers will be able to board the aircraft as scheduled.
  Additionally, we have verified the booking through the airlines website using their airline reference number, 2UQ8OH, further confirming that the tickets have been successfully issued.
  We regret any misunderstanding or frustration this may have caused the customer and are happy to assist further if needed. Please let us know if additional clarification is required.

  Customer Answer

  Date: 02/06/2025

  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. 

  Our tickets were reissued after spending eight hours on the phone arguing with Student Universe. We were only taken seriously after we said that each ticket holder is prepared to bring Student Universe to small claims court for the financial damage they are causing. After a an error such as this, we had to fight for Student Universe to do the BARE MINIMUM. Correct the error they made and book our tickets at the price we originally paid. This is the WORST customer service I have experienced in a long time and a horrible way to be starting a trip we have spent years planning. 

  Student Universe took money, $168, for round trip seats for two of the passengers when we made the original booking, one whom is disabled and wanted to be close to a bathroom. When they rebooked the tickets they made the seat reservations for one of the wrong people. So again I called the airline to fix this error and they said the tickets were not paid for and would be cancelled 48 hours before the flight. I called Student Universe and they said they need to reach out to their booking partner and was told a manager would call me as soon as they were in the office, I have email confirmation that a manager was supposed to call. I waited over 48 hours with no call. We received three emails from Student Universe during this nightmare that continues, saying a manager would call us and yet never received a call. I have currently been on the phone for over an hour fighting for a refund for the seats so I can book them directly with the airline. This has been absolutely atrocious. 

  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,

  Denis

   

   

  

  Business Response

  Date: 02/16/2025

  We would like to address the concerns raised in this BBB complaint and provide clarification on the steps we have taken to assist this customer.
  The primary issue regarding the ticket reissuance has already been resolved. Our agency honored the original ticket price, despite airline fees being subject to change. It is important to note that we were not legally obligated to issue the ticket at the original fare if the price had increased. However, we still proceeded with the reissuance at a financial loss to us to ensure the customer could travel as planned.
  Additionally, our team has been actively working to process the refund for the seating fees. The only reason this has not been completed is that the passenger has refused to provide the necessary bank account details, which are required due to a recent change in our reservation systems. Because we no longer use the original payment processor, we cannot issue the refund back to the original form of payment. We have communicated this to the customer and are simply waiting for their cooperation to finalize the refund.
  Given that we have fulfilled every request made by the customer and have even gone above and beyond to assist them, we kindly request that this dispute be closed. We remain ready to process the seat refund as soon as the customer provides the required information.

• Initial Complaint

  Date:01/19/2025

  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.

  hope this message finds you well. I am writing to address an issue regarding my round-trip booking with StudentUniverse. My outbound flight was on December 10, and the return was scheduled for January 25. After completing my inbound journey, I contacted StudentUniverse to cancel my return flight and request a refund.During my initial call, the agent informed me that I was eligible for a $580 refund upon cancellation. I expressed that I would call back to confirm. When I followed up (within a week), another agent said the refund amount was $400 instead. Although surprised, I accepted and inquired about the cancellation deadline. She confirmed I could cancel up to 72 hours before the flight. I assured her I would call back after finalizing my plans.Subsequently, I called to proceed with the cancellation. The agent confirmed the flight would be canceled and that the refund would be processed within seven business days. Based on this assurance, I finalized my travel plans and budget.However, when I followed up today to check on the refund, I was shocked to be told it was no longer possible. The supervisor I was connected with was dismissive, claiming the earlier refund assurances were a mistake. I emphasized that I had made decisions based on the information provided, but she refused to take action. I requested a review of the recorded conversations to verify the refund promise, but she insisted on consulting the operations team and disconnected the call.This inconsistency has caused significant inconvenience and financial strain. I was explicitly assured of a refund, which directly influenced my decisions. Being told now that a refund is not possible feels unjust and ******************* the recordings of my conversations with your agents.Investigate why I was misinformed multiple times.Honor the refund amount initially communicated.Thank you for addressing this matter. Please feel free to contact me at ************. I hope for a fair resolution soon.

  

  Business Response

  Date: 01/21/2025

  We have thoroughly reviewed the case and the communications referenced.
  We acknowledge that there was some confusion regarding the refund amount during earlier communications. Upon review, we can confirm that the refund of $400, as discussed with the customer during their second call, was processed yesterday, 21st January 2025.

  This refund amount aligns with the applicable fare rules and policies associated with their booking.

  
  We apologize for any inconvenience caused by the conflicting information provided initially. We have addressed this internally to ensure clearer communication going forward. While we regret any distress caused, we hope this resolution meets the customers expectations.