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:

  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.

  Booked flight and rental car through Allegiant Paid in full for both at time of booking Flight from ******* ** to ********** WV on June 5th Flight was two hours later ***************** rental for car but they were closed Did not get rental car.Trying to get refund from Allegiant with no luck Been emailing back and forth with Allegiant.They say cant get refund until enterprise verifies car was cancelled ***************** and they said they cant get a hold of Allegiant because Allegiant Puts them on hold every time they try I have emailed Allegiant again and again and they tell me that enterprise hasnt confirmed cancellation I even gave Allegiant enterprises number and my number with no results I was even promised a call back from allegiants customer service. Never did I cant tell you how upset I am.Please help

• Initial Complaint

  Date:06/24/2025

  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.

  See attachment:

  Dear Allegiant Leadership,
  
  I am writing to formally express my deep dissatisfaction with the experience my family and I had at ***************************************** on June 23, 2025, while attempting to return to ******* on Allegiant Flight #**,scheduled to depart at 3:48 PM.
  
  My family of five arrived at the airport more than two hours before departure. We successfully checked our bags and were directed by the baggage check-in attendant to proceed to Gate A22, which was also printed on our boarding passes. We arrived at Gate A22 well in advance and waited patiently for our boarding call. The terminal area was crowded, and we assumed the flight would be full.
  
  While we heard multiple announcements for other flights, we never once heard an update, announcement, or boarding call for our flight to *******. Throughout the wait, we also monitored the Allegiant app closely for any updates, but there were no notifications regarding a gate change, delay, or other adjustments.
  
  It wasnt until we noticed the flight had shown as "departed" in the app that I approached an agent at Gate A21. The agent informed me the gate had been changed and the flight had already left.When I asked why we werent notifiedespecially considering we were checked in and had been sitting at the original gate for over an hourhe merely stated that the gate change was announced over the loudspeaker. This was absolutely not the case; we were alert, present, and listening carefully for all relevant announcements. The agent then walked away without offering further assistance.
  
  In desperation, I approached the agent at Gate A20, who refused to look at me or engage meaningfully. He simply repeated that a gate change had been made and handed me a piece of paper with a phone number for Customer Care.
  
  When I called ************** I was shocked to learn that the only resolution offered was rebooking the flight three days later, on *********** family was now stranded in *********, forced to secure unexpected and costly lodging and expenses due to no fault of our own.
  
  I called again the TODAY and spoke with another representative who initially seemed understanding and transferred me to a supervisor. Unfortunately, the supervisor immediately shifted the blame onto me and my family. There was no accountability or acknowledgment of how a family of fivewith checked baggage and confirmed boarding passeswas allowed to miss their flight without so much as a courtesy notification.
  
  As a loyal Allegiant customer, I am incredibly disappointed by this experience. The lack of communication, the dismissive treatment from gate staff, and the poor handling by customer service have led to unnecessary stress and significant out-of-pocket costs for my family.

  Business Response

  Date: 06/26/2025

  Hello *****,
  Thank you for contacting Allegiant. Your case has reached the Customer Relations Department.
  I am sorry to learn that you were not able to make your flight. While we do our best to provide the most up-to-date information to our passengers when they check-in, gates can change at the last minute based on operational needs. The monitors are available at the airport for passenger viewing for updated flight information and gate details. Per our Terms and Conditions, Allegiant does not offer refunds or credits for missed flights. However, as a one-time courtesy, I see that a refund has been processed for your missed flight. I see that this request has been escalated to a member of management previously. 
  Our records indicate that a refund of $805.00 was issued on June ******* back to the original form of payment. Typically refund processing takes 7-10 days. I have emailed you a copy of your confirmation/receipt reflecting the refund; please be sure to check your junk or spam folders if you do not see this email in your inbox.
  While we sincerely regret that the service you received did not meet your expectations, we are unable to provide any compensation for this matter. 
  We hope to have the opportunity to serve you again in the future and provide a more pleasant travel experience. Please feel free to contact us if you require further assistance.
  Best Regards,
  Lilly

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23511856
  
  I am rejecting this response because:

  Dear *****,

  
  Thank you for your response. However, I must respectfully express that I do not accept the explanation provided, as it fails to take proper accountability for the experience my family and I endured.
  We arrived at the airport two hours ahead of our scheduled departure time and followed all instructions given to us, including proceeding to Gate A22 as directed both verbally by Allegiant staff and printed on our boarding passes. Unfortunately, the gate display at *** continued to show a ********* arrival and an upcoming Memphis departure even as our actual Memphis flight departed from a different gate without any announcement or update. By the time I noticed the discrepancy, it was too late.
  It is deeply disappointing that Allegiant would shift blame onto us, your customers, rather than acknowledge a failure in your communication systems or gate management. At a moment when we were vulnerable and relying on your companys accuracy and professionalism, we were instead left stranded without support.
  While I do acknowledge and appreciate the one-time refund that was processed, your message completely overlooks the distress and inconvenience caused to my family, especially my children, by this preventable situation.
  Given this experience and your companys unwillingness to accept responsibility, Allegiant has lost my trust as a customer. I will not fly with your airline again, and I will be sharing this experience with others in my network to ensure they are aware
  
  Sincerely,
  
  ***** ***

  Customer Answer

  Date: 06/27/2025

  Hello *****,
  Thank you for your response. I appreciate that a refund was ultimately issued; however, I do not accept this resolution as satisfactory, as it fails to acknowledge Allegiants responsibility in this situation.
  Your message states that passengers should rely on airport monitors for updated flight and gate information. I want to be clear: at Gate A22, the monitors were not updated. They continued to display a ********* arrival and the upcoming Memphis departure, our flight, until I realized the Memphis flight had already departed. This was not a last-minute gate change or an issue of me failing to check the screens; the information available was simply inaccurate.
  It is disheartening that instead of thoroughly investigating these facts, Allegiant has chosen to shift blame onto a customer who followed all instructions and took appropriate steps. My family and I arrived early, checked in, and proceeded to the gate listed on both our boarding passes and by your agent at bag check.
  Given this experience, Allegiant will not have another opportunity to serve me or my family. I will also be sharing this experience within my immediate network so others are aware of how Allegiant handled this unfortunate situation.
  While I recognize that no further compensation will be provided, I believe its important for your company to hear honest feedback and take accountability when service failures occur.
  Sincerely,
  ***** ***

  Business Response

  Date: 07/03/2025

  Hello *****,

  Thank you for contacting Allegiant. Your case has reached the ****************************** I am sorry to learn that you were not able to make your flight. While we do our best to provide the most up-to-date information to our passengers when they check-in, gates can change at the last minute based on operational needs. The monitors are available at the airport for passenger viewing for updated flight information and gate details. Per our Terms and Conditions, Allegiant does not offer refunds or credits for missed flights. However, as a one-time courtesy, I see that a refund has been processed for your missed flight. I see that this request has been escalated to a member of management previously. Our records indicate that a refund of $805.00 was issued on June ******* back to the original form of payment. Typically refund processing takes 7-10 days. I have emailed you a copy of your confirmation/receipt reflecting the refund; please be sure to check your junk or spam folders if you do not see this email in your inbox.

  
  While we sincerely regret that the service you received did not meet your expectations, we are unable to provide any compensation for this matter. We hope to have the opportunity to serve you again in the future and provide a more pleasant travel experience. Please feel free to contact us if you require further assistance.

  Best Regards, Lilly 

• Initial Complaint

  Date:06/23/2025

  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.

  Allegiant Air delayed my flight 5 different times and I was advised that when I got to the airport it was a staffing issue. The staff at the counter were incredibly rude and stated that *** was closing and I would probably miss the flight. The flight was Allegiant 1335 from *** to IAG on 06/20/2025. I reached out to their customer service who stated that nothing could be done. I was not asking for a cash refund I wanted to get a flight credit due to the issue. Allegiant refuses to provide any sort of assistance. I would like to receive a flight credit for a future flight.

  Business Response

  Date: 06/25/2025

  Hello *******,
  
  Thanks for reaching out to Allegiant. I am very sorry to learn of your recent experience but will need to verify a few additional details to look into your request, as the email address and phone number you have provided do not match the ones associated with your itinerary. Please reply to this email with the below information:
  
  Itinerary/confirmation number
  The email address associated with your itinerary
  The phone number associated with your itinerary
  
  Once the requested information has been provided,I will be able to assist you further. We look forward to your response. Thank you for choosing Allegiant. 

  -*****

• Initial Complaint

  Date:06/23/2025

  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.

  On June 22 I, my husband and my two children, ages 8, 9, flew from ************************************ to ************************************** via Allegiant flight G4 1445. We boarded the plane on time, around 12:30 am since the aircraft was supposed to depart at 12:55. However once all the passengers were seated we were informed that theres a delay due to some runway issues. These announcements kept coming for the next 6 (!) hours. All of us including children were stuck inside the aircraft with no food or water and no chance to stand up. We finally departed at around 6 and arrived at 8:30 pm to get yet another announcement from the pilot about another delay in another 40 minutes. During all this time no complimentary beverage or food was offered to anyone, even though the aircraft was fully stocked with both at a ridiculously high price, i.e. $9 per a tiny pack of nuts. Naturally all the passengers purchased all of those with no other choice, which I am sure was beneficial to the airline. The whole experience felt like a major neglect of the company to its customers and their comfort/needs and I have never experienced anything like this. Mind you I come from a developing country and I have experience flying with Moscow air, Kazakh air, Uzbek air and Pineapple air - outdated Soviet aircrafts and all, yet, none of those airlines put any of their customers through anything similar. Deep disappointment, extreme fatigue, horrible start of a long anticipated summer vacation is what we are left with and nothing to sweeten the bitter pill on the companys end.

  Business Response

  Date: 06/25/2025

  Confirmation #: L91CNG

  Hello *****,

  Thank you for contacting Allegiant. We thank you for your patience in our response. I am so sorry for the inconvenience you experienced due to this delay. We absolutely recognize how important it is to get you to your destination on time. Unfortunately, daily operational challenges can sometimes interfere with our schedules, with little notice. Please be assured that our top priority is to get each and every one of our passengers to their destination on time, but we will never sacrifice safety to meet an on-time departure or arrival.

  We empathize with the inconvenience you experienced on this trip. However, Allegiant respectfully declines your refund request. A refund or credit voucher cannot be provided for services that have been rendered, as the service on flight #**** was provided and taken in full.

  Please feel free to contact us if you have any other questions. Have a wonderful day!
  
  Best,
  Ruby | Customer Relations Representative
  ***********************************************************************
  

• Initial Complaint

  Date:06/23/2025

  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 May 8, 2025, I purchased round-trip airline tickets from *********************** to ***************************** for myself and my son, along with a rental car. I paid for everything in full and also purchased travel insurance to protect against the need to cancel for any **********, seven days before our scheduled departure, I need to cancel the trip. I have made repeated attempts to cancel both online and over the phone. The online system does not allow cancellations, and despite calling multiple times over the past three dayseach time waiting on hold for over 2hoursI have never been able to speak with a customer service ***************** is unacceptable to block online cancellations while also failing to provide timely or accessible phone support. Even more concerning, the company is refusing to provide a full refund despite the fact that I purchased insurance and am canceling a full week in advance. That defeats the purpose of offering insurance and violates basic consumer trust.I am requesting a full refund for the canceled trip. If your policies prevent self-service cancellation, then your customer service team must be reachable, even if it says there maybe longer than normal hold times. This situation has caused an enormous amount of frustration and wasted time, and it is entirely unfair to penalize customers for a lack of access to basic ********** also like to add that the customer service representative that I am currently speaking with keeps checking to see if there is anything that she can do for me I asked her to put me through to someone higher than her and she said she would put me on hold and see if theres anything she can do for me again. This is unethical.

  Business Response

  Date: 06/25/2025

  Hello Tara, 

  
  Thanks for reaching out to Allegiant. We appreciate your patience with our response. Our records indicate that you were able to cancel and receive a refund for this trip on June 20, but I did not want your email to go unacknowledged. For future reference, reservations protected by Trip Flex are still subject to paying the fee of Trip Flex, and the non-refundable Carrier Usage Charge of $22 per person, per way. This is per the terms and conditions that were agreed upon at the time of booking. 
  
  If you have any questions, please let us know. Thanks for choosing Allegiant.
  -Kerry

  Customer Answer

  Date: 06/25/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23495852, and find that this resolution is satisfactory to me. I would also like to add that I had to wait in hold for over and hour and the woman I spoke with kept saying “let me see what I can do” while I tried to explain I was writhing the 7 day period. It should not be this hard to get a refund when I pay for protection incase something comes up with flights.
  
  
  
  Sincerely,
  
  
  
  Tara Simmon

• Initial Complaint

  Date:06/18/2025

  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 flight was delayed for twenty hours and no reimbursement has been offered, and that is Allegiants final decision. They initially said it was weather related (I believe) then said it was an unruly passenger, and an additional complication at the gate once landed. I and others were told by at least one representative that vouchers would be offered based on the amount of time the plane was ultimately delayed. I reached out to several in person agents, was on the customer service number for hours, was told to contact who I booked the ticket with, and even spoke to corporate but I was given the run-around to say the least before finally being told a flat no on literally anything to help the situation. I want a refund on my flight and reasonable compensation for hotel and food charges.

  Business Response

  Date: 06/18/2025

  Hello Jacob,

   

  I am so sorry for the inconvenience you experienced due to an extended delay. We absolutely recognize how important it is to get you to your destination on time. Unfortunately, daily operational challenges and weather sometimes interfere with our schedules, with little notice. That includes weather long the flight path. Please be assured that our top priority is to get each and every one of our passengers to their destination on time, but we will never sacrifice safety to meet an on-time departure or arrival.

  The DOT mandates a
  full refund to passengers if a flight is significantly delayed and/or canceled
  and the passenger chooses not to travel. If the passenger chooses to travel on
  the delayed flight, no refund is due to the passenger, and each airline has its own guidelines
  as to whether compensation will be offered to passengers. 

  Allegiant determines compensation on a flight basis and offers consistently per itinerary. Unfortunately, itineraries from flight 2681 are not eligible for compensation. For more information regarding federal compensation guidelines, we recommend reviewing consumer fly rights on the Department of Transportation website at https://www.transportation.gov/airconsumer/fly-rights.

  We understand that this is not the answer you were hoping for; however, it is the final decision, and this will be our final correspondence from the Customer Relations Team regarding this matter, as previously advised.

  Thank you for choosing Allegiant,

  Roni

• Initial Complaint

  Date:06/12/2025

  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 became an allegiant card holder so I could gain flight points by spending money on my regular expenses. From day one Ive had trouble logging into my email. I have talked to literally 15 different customer service representatives. None of which have beenable to fix my email login for longer than 24 hours. They make it to where I can login and then 24 hours later The webpage will put invalid email and I wont even be able to reset my password without talking to a customer service representative. Which takes abouttwo hours to get on the phone with each time. This is actually been the most stressful experience Ive ever had dealing with customer service and *** business in general. Not only that, but it has completely stopped tracking my spending, and Im not able to gain points at this time. Its very frustrating becausenot only did I pay for this card but I got it so I could acquire flight points. Im so sick of trying to contact themand have them fix my email when no one cares over there. I have never dealt with anything like this in my entire life. Originally one of the customer service representatives put my email in wrong **** think thats what started this whole mess. Ive tried to fix it myself and Ive had to try others. Try to fix it for me that workat allegiant to no avail. Please help me. It sounds crazy, but all I wanna be able to do is log into my email address and have points tracked which a basic need when you are an allegiant card holder. Please help! Thanks, ******.

  Business Response

  Date: 06/12/2025

  Hello Nathan.

   

  I am so sorry to learn that you are experiencing difficulties signing into your account. I would suggest clearing your internet history/cache and cookies and switching to a compatible browser, such as Google Chrome, for the best website experience. Or creating a new email address strictly for this account and using that.

   

  If you’re having trouble after this, I would recommend reaching out to our Allegiant Member Services at 702.800.2088 during normal business hours. Unfortunately, there's not much we can do through written correspondence. 

   

  Thank you for choosing Allegiant,

  Roni

• Initial Complaint

  Date:06/09/2025

  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 a roundtrip flight to ************** from ******, **. Dates were from Thursday May 29th-Sunday June 1st. For my trip I paid extra to be in an aisle seat in the 1st row. My seat was 1C for both departing and return flights. I have a medical condition in which I require frequent access to the restroom. Therefore, I accomodated myself by paying the extra fee for this accessibility. For my return flight from ****** to ****** on Sunday June 1st, the airline moved my seat from an aisle seat to a window seat, and moved me 5 rows back. I also was taken from priority boarding in Zone 1, to boarding last in Zone 7. I was told by a flight attendant upon boarding that the seat I was originally given was no longer available. When I boarded the plane, the seat 1C was there, but vacant. When I told the flight attendant that that was my original seat, she told me and I quote "this seat here is an exit row seat, and you have to speak English to sit here" I spoke to a customer service representative with ******************** on Monday June 2nd who told me I would be refunded an amount of $59 which supposedly is the cost of the seat. I wasn't given any kind of confirmation number or email, nor have I received the $59. I was told that the airline switched planes, so my original seat was no longer available. Here is my flight information for reference:Confirmation #H26CSL Allegiant Flight #**** Destin, ** (VPS) to ******, ** (EWR)

  Business Response

  Date: 06/26/2025

  Hello,
  
  Thank you for reaching out to the Better Business Bureau of ***************. Allegiant strives to provide excellent customer experiences and regrets your negative experience.
  
  Allegiant does not respond to passenger complaints through the BBB. Please contact us directly:
  
  Customer Care: Call ************** (available 24/7).
  
  Email: Submit a form at ********************************************************************************. Emails are answered in order received.
  
  Live Chat: Available MondayFriday, 5 AM6 PM (PST) at **************************************************************.
  
  Baggage Issues:Email our team at *******************************************************************.
  Thank you for your patience, and we look forward to addressing your concerns directly.
  
  Sincerely,
  Allegiant Customer Relations Team

• Initial Complaint

  Date:06/06/2025

  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 writing to formally request compensation for the severe inconvenience and expenses incurred due to the extensive delay of Allegiant Air Flight #*** on June 2nd, from *************** (***) to **********-*********** (***).I originally booked Allegiant Air Flight #*** scheduled to depart at 3:36 PM on June 2nd, 2025. Unfortunately, the flight was delayed multiple times and did not depart until 9:37 PM. We arrived at *** (**********, **) around 11:22 PM, where I was scheduled to pick up my 9-year-old daughter and immediately return to *** with her on Flight #****.Due to the late arrival, the *** checkpoint at *** was closed, and I was unable to get my daughter through the screening process. As a result, we were forced to cancel our return flight (#****). This was an extremely frustrating and stressful experience, especially as I was traveling with a ******** order to return home, I had no choice but to purchase two new tickets departing from *********, ** early the next morning. We were transported to *********, ** (approximately one hour away), stayed briefly at the ******************** ($175), and then flew back to ****I am requesting reimbursement for the following expenses directly resulting from the delay:1-Replacement flights from *********, ** to ***: $310 (Flight 223 departing at 8:30am Tuesday, June 3rd, 2025)2-Hotel stay: $175 3-Meals/food: $57 Additionally, I would like to mention that I initially contacted the airline and received a partial refund of $154.00. However, I later received an email from **** **** with Allegiant Customer Relations, declining my request for further compensation.Given the extent of the inconvenience, out-of-pocket expenses, and the challenges of traveling with a minor, I am respectfully asking you to reconsider this matter and provide full reimbursement for the costs incurred.

  Business Response

  Date: 06/08/2025

  Hello Osmany,
  
  Thanks for reaching out to Allegiant. I am so sorry for the
  inconvenience you experienced due to this delay. We absolutely recognize how
  important it is to get you to your destination on time. Unfortunately, daily
  operational challenges and weather sometimes interfere with our schedules, with
  little notice. Please be assured that our top priority is to get each and every
  one of our passengers to their destination on time, but we will never sacrifice
  safety to meet an on-time departure or arrival.
  
  Please note that Allegiant
  determines compensation on a flight basis and offers consistently per
  itinerary. Unfortunately, itineraries from flight 265 are not eligible for compensation. For more
  information regarding federal compensation guidelines, we recommend reviewing
  consumer fly rights on the Department of Transportation website, at https://www.transportation.gov/airconsumer/fly-rights.  
  
  Thanks for choosing Allegiant.
  -Kerry

• Initial Complaint

  Date:06/05/2025

  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.

  We have bought and paid $1.543,60 for a complete package to Allegiant (flights, hotel and vehicle) on March 23th 2025 for traveling to ******* - ********** on April 18th to April 21th with confirmation # H8BDVW - ( under ***** ****** like principal guest) so we traveled that day. The checking in on the hotel Towneplace Suites - ******* was at 3:00pm but 2:30pm I received a phone call from ***** ****** - Front Desk supervisor telling me that our reservation was cancelled because the hotel is full and the hotel couldnt honor my reservation, he gave me a number of cancelation ********. Since that day I have been calling to Allegiant twice a week asking for my refund money but Allegiant tells me that they have written an email to the hotel requesting my refund money but the hotel doesnt answer and many times I have called to the hotel too and they told me that the hotel has sent an email to Allegiant but they dont receive any response.The amount payed for the hotel was like $340 plus taxes It was payed with my wifes credit card (*** ***** ) from ***************.

  Business Response

  Date: 06/20/2025

  Hello

  Thank you for reaching out to us through the Better Business Bureau of Southern Nevada. Allegiant strives to provide an excellent experience for all our customers and sincerely regrets you had a less than positive experience. Allegiant does not respond to specific passenger complaints through the BBB platform. Please reach out to us directly to address your concerns:
  
  To speak with a Customer Care representative, please call us at (702) 505-8888. We are available 24/7, 7 days a week.
  
  You may also email us through our website at www.allegiantair.com/customer-request-assistance. Simply complete the form indicating the nature of your complaint. All emails are replied to in the order received.
  
  Our Live Chat is also available Monday through Friday from 5 AM to 6 PM (PST) to assist passengers. Please visit us here- https://www.allegiantair.com/contactus
  

  If you have a concern about your baggage, please email our Baggage Team directly at [email protected].
  
  We appreciate your patience as we respond to all emails in the order in which they are received. Again, thank you for reaching out to us and we look forward to addressing all your concerns directly.
  
  Sincerely,
  Allegiant Customer Relations Team

  
  

  Customer Answer

  Date: 06/24/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23430296, and find that this resolution is satisfactory to me.

  From: MARIO OBANDO
  Date: Sun, Jun 22, 2025 at 12:56 PM
  Subject: Complain # 23430296
  To: Penny Lumb

   

  Hi I am Mario Obando and I have received an email from Allegiant telling me that they checked our request and they will return our money to our credit card in 7 or 10 week days. I attach a screen shoot from the liquidation.

  So we are waiting for the refund, thanks for your help in our case.

  
  

  Mario Obando

  ***See attached document /More Info***