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:01/06/2025

  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.

  On Dec 29th, my flight at 12:55pm from ******, ** to ******, ** was delayed in half hour increments until 8pm. The flight was then cancelled around 8pm and rescheduled until the next morning at 8:45am. The Allegiant gate crew informed passengers that the flight crew had timed out. The gate agents informed us that hotel and transportation to and from would be refunded in FULL. A $200 cash voucher was issued as well as $100 flight vouchers per person. The $200 cash coucher does not even cover half of the hotel cost. I would like to be reimbursed for the remaining cost as promised.

  Business Response

  Date: 01/17/2025

  Hello ****,

  Thank you for reaching out to us through the Better Business Bureau of ***************. Allegiant strives to provide an excellent experience for all our customers and sincerely regrets you had a less than positive experience. 

  I see that a Customer Relations representative has already emailed you on January 5 and you were issued an additional reimbursement for the hotel and transportation expenses; however, we did not want your email to go unacknowledged.

  Should you have any further concerns, please feel free to reach back out to us directly at ***********************************************************************.
  
  Regards,
  ******
  ***********************************************************************
  

  
  

• Initial Complaint

  Date:12/26/2024

  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.

  I booked a flight with allegiant to go to ************, ******* to see my mother and dad. I decided to bring my son who is 17 years old with me and make it a vacation trip and he would be flying for the first ******* flight got delayed by three hours with the reason of there was a smell on the airplane that made a stewardess that was operating the airplane sick. I patiently waited for the three hours and me and my son got a drink and had to pay for food that was not a part of the itinerary After the three hours, we got on the plane to check in when me and my son sat down for the flight. A man in a grinch costume tells my son he needed to come with him immediately. I then asked if there was a problem and he asked me who I was. I replied I am his mother.. then he demanded me to come off the airplane as well. After we got off the airplane and were at the podium where we scan our tickets and he informed me that we will not be going to ******************** without giving me an explanation. My concern is, I have a tall African American man in a grinch costume demanding me to get off the plane for no explanation. Then he informs me that we will not be flying to ************ and we will not get reimbursed without any reason. Please help my situation I am not able to get in touch with allegiant or CVG airport. I am desperate for someone to reach out to me to discuss my concern and a liability. my flight# was 404 CONFIRMATION#: HD1DNH

  Business Response

  Date: 01/13/2025

  Hello
  
  Thank you for reaching out to us through the Better Business Bureau of ****************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 ************* representative, please call us at **************. We are available 24/7, 7 days a week.
  
  You may also email us through our website at *********************************************************************************************** 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- ************************************************
  
  If you have a concern about your baggage, please email our Baggage Team directly at *******************************************************************.
  
  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
  

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  For flight confirmation number ZE1Z5U, I prepaid for the Extra package which includes: Min. 6 inches of additional legroom, Reserved overhead bin space, Priority boarding, First to receive in-flight service, and **** appl. Taxes. At the check in counter the attendant said they could find the notation about the reserved overhead bin space and forced my wife and me to pay a second time for carry-on storage space and at the highest price of $75 per backpack. Of course there was no point in arguing as it would just hold up the line for everyone else. Se we paid and then tried to contact customer support without success. If bin space wasnt included in the package then I would have simply paid for adjoining seats and the bin space separately. This is being written on the first leg of our trip. I am hopeful that the issue will have been resolved for our return trip on Monday.

  Business Response

  Date: 12/26/2024

  Hello ******,

  Thank you for contacting Allegiant. You have reached the ****************************** We appreciate your patience as we answer emails in the order they are received.

  Our records show you added the seat assignments to your itinerary on December 15, 2024, which were in the Extra area of the aircraft, on your outbound flight row 4. However, there was no carry-on bag added for either passenger at that time. You were charged the airport bag fee of $75 per bag, per flight.

  Upon final review, we have determined that this reservation is ineligible for any reimbursement. I understand this is not the outcome you were ideally hoping for and empathize with your frustration. However, this decision is final and in accordance with the Terms and Conditions that were agreed to at the time of purchase. In the future add carry-on and checked bags to your reservation up until you check-in for your flight by visiting Manage Trip. The price for your bags will vary depending on the route you are traveling. Bags purchased at the airport are subject to a premium price of $75 each way. For more details on our Terms and Conditions, please view the link I have included here: ***********************************************************.

  Thank you for choosing Allegiant,

  **** | Customer Relations

  Customer Answer

  Date: 12/27/2024

  Hello,

  
  I was forced to pay an additional $50.00 for bin space on the return flight to avoid embarrassment and inflated charges at the airport, in addition to the $150.00 paid for bin space on the initial flight. and the "Extra" package, which included the bin space. Due to the blatant false advertising and/or fraud, I am requesting a refund of the $222.00 for the "Extra"package and the $200.00 for bin space for our backpacks. Additionally, the folks at the counter of our return flight asked why we paid for bags/bin space as our backpacks were considered personal items and would have been free; this was infuriating. 

  Should Allegiant refuse to provide the refund and modify its advertising, I will start to explore how many people have been and are being affected by this fraudulent and deliberate false advertising. I believe that there will be enough individuals to make a class.
  

  Thank you,
  -Nate
  

• Initial Complaint

  Date:12/19/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 ticket on August 19th, 2024 buying airfare for myself and an extra seat and one carry on, plus seat assignment totaling $561. I cancelled my flight and emailed Allegiant asking for a refund as when I cancelled my flight, they gave me a credit voucher for $186. I emailed **************** and asked for them to review the situation and please provide a credit in full to my credit card. If that was not possible, to please provide a credit voucher. They replied that they are a non-refundable airline. What does that even mean? They offered no further help or assistance. I replied to the email requesting that they review my situation and please provide an exception. That was on December 15th. I explained that I saw something about a $25 change fee. I received no response at all. Please refund my credit card in full. Thank you!

  Business Response

  Date: 12/19/2024

  Hello
  
  Thank you for reaching out to us through the Better Business Bureau of ****************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 ************* representative, please call us at **************. We are available 24/7, 7 days a week.
  
  You may also email us through our website at *********************************************************************************************** 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- ************************************************
  
  If you have a concern about your baggage, please email our Baggage Team directly at *******************************************************************.
  
  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: 01/10/2025

  I never heard from Allegiant and nothing was resolved. 

  Business Response

  Date: 03/07/2025

  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

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22707288
  
  I am rejecting this response because they are responding with more of what Im complaining about. The inability to get decent customer service and resolve the primary issues.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 03/13/2025

  Hello,

  The reservation was not protected with Trip Flex, meaning there was a $25.00 cancellation penalty per person, per way. This left a credit voucher leftover, less the Carrier Usage Charge that is automatically not reimbursable, for you to use at a later time. The travel on the voucher must be booked and completed by the expiration date, a year from the original reservation. 

  Upon final review, we have determined that this reservation is ineligible for any reimbursement. This is to maintain consistency with our policies and all of our passengers. I realize this is not the answer you had hoped for; however, it is in line with the terms and conditions agreed to at the time of booking. For more information, please visit ***********************************************************.

  
  If you have any other questions or concerns, please feel free to reach back out to us.
  Best Regards,
  Cass

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22707288
  
  I am rejecting this response because: it is more of the same. No help at all. This response is unacceptable and has done nothing to assist with the issues.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:12/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have previously filed a complaint (#*********) concerning this issue. I had a issue with a vacation to ******* in late September. I had a trip to ************** 9.23 to 9.27. I paid Allegiant Air for a trip package (L9SDYD) , airfare and hotel accommodations. I arrived on Monday evening 9.23 and was scheduled to depart on Friday 9.27. Unfortunately Hurricane ****** disrupted my vacation plans. Due the impending hurricane I had to evacuate my hotel on Wed. All I am seeking is reimbursement for the last 2 days (hotel) of my trip. When I checked out I was told ( by the clerk at the front desk) Allegiant would refund me the 2 days since i had paid them. After i returned home i contacted the airline and they refunded my missed flight ( had to reschedule my flight home on Southwest) but are refusing to refund for having to check out early. They said the hotel would have to OK that and they are unable to contact them due to the hotel being closed at the moment. I paid Allegiant on their credit card and the package was offered and scheduled by them. I previously filed a complaint with BBB with the hotel. But the hotel has not responded to requests from the BBB. I think the airline should be responsible for the refund since I paid them. I am attaching my itinerary and also a copy of the text i received from the hotel saying I had to evacuate early.

  Business Response

  Date: 12/19/2024

  Hello *****,

   

  We were able to get an update from our ***************** and the hotel has approved a refund of $490.58 for the unused hotel nights. We have processed this for you. Please allow 7-10 business days for the refund to post back to the original form of payment. 

  Should you need any further assistance, we recommend trying our online Live Chat available Monday - Friday 5 am 6 pm PT. ************************ is also available 24 hours a day, 7 days a week and can be reached at ************. For the shortest wait time, we encourage you to contact us during off-peak hours which is typically from 9 pm - 4 am PT. Please visit ************************************************ for more information.

   

  Allegiant Customer Relations

   

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a flight scheduled for 10:20 that was delayed over five hours causing me to miss a cruise, we were told the plane was circling the airport and would land, then another plane landed for a departing flight an hour early at our gate, that plane was able to land, board and depart with no problems, our plane was rerouted to ******** and we were told it would gas up and return, numerous times we were told 15 minutes and that turned into 4 hours. The representative ******* that I spoke with from allegiant was very rude and condescending, he refused to let me speak to a manager, escalate my issue or give me complaint information

  Business Response

  Date: 12/18/2024

  Hi there!

  Thank you for contacting Allegiant. I do see a customer relations agent has responded to your previous email regarding this flight disruption but didnt want your email to go unacknowledged. Should you still need assistance, please do not hesitate to reach back out to us. Our agents can be reached 24/7 at ************. For the shortest wait time, we encourage you to contact us during off-peak hours, which is typically from 9 pm - 4 am PT. We appreciate you choosing Allegiant for servicing your travel needs.
  Best Rewards,
  Azalia

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22695347
  
  I am rejecting this response because:

  an agent has not responded, nor have I received a resolution
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 01/16/2025

  I have not received any communication from allegiant on this issue, they have not attempted to rectify the issue

  Business Response

  Date: 01/27/2025

  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:12/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight to see my grandfather because he ended up in hospice. He ended up passing away and had to go sooner. So I canceled my flight within 24 hours and was told I would get a refund for my ticket going there(had to go on a different airline to get there) and keep the one coming back home. The pictures will show the disgust they are. I wanted the $71 back for the one ticket I canceled. Its ONLY $71.

  Business Response

  Date: 12/18/2024

  Dear MR. **** ********,

  
  On behalf of Allegiant, I am responding to the complaint submitted to the Better Business Bureau. Allegiant strives to provide an excellent experience for all our customers and regrets that you had a less than positive experience.
  Our records indicate a complaint has also been submitted to the ********************************************************* (DOTCPD).  Allegiants Compliance Team has begun an investigation into the concerns raised within the complaint and will provide a response.
  The DOTCPD and the BBB has different timelines to provide a response to the consumer.  Therefore, this email will serve as a response/acknowledgement to the complaint submitted to the BBB.  In addition, a substantive response, addressing each concern raised, will be sent in response to the complaint submitted to the DOT.
  We appreciate your patience as we continue our investigation.3

  
  Sincerely,

   

  *******

• Initial Complaint

  Date:12/18/2024

  Type:Delivery 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.

  Order tickets on ****** travel for airline flight and try to cancel to get a full refund within 24 hours. Will not allow me to process refund.

  Business Response

  Date: 01/03/2025

  Hello *******,
  
  Thanks for reaching out to Allegiant. I would be happy to review this for you, but we need a few additional details to do so. Please provide the confirmation number you are referring to as well as your email address and phone number on the reservation. I found reservations under your name but our records indicate each of the flights were boarded and taken in full. 
  
  Thank you for choosing Allegiant.
  -*****

  Customer Answer

  Date: 01/06/2025

  Are you able to call me at my phone number to discuss this matter further. My number is ************. I am being told that allegiant will not release the funds to refund me for a flight scheduled.

• Initial Complaint

  Date:12/11/2024

  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.

  Allegiant airlines kicked me off a flight when I was sleeping on my husband's shoulder, claiming that I showed signs of intoxication. I was humiliated in front of many people, all because I was tired and ready to sleep on my flight.. unbelievable.

  Business Response

  Date: 12/26/2024

  Hello *****,
  I am so sorry to learn that you were unable to take your recent flight, and for the inconvenience this caused you. Furthermore, I regret if the situation was misinterpreted or misunderstood. It is never our intention to cause distress, but please note that it is the responsibility of Allegiant airport agents and crew members to determine a passengers fitness to fly. Transport may be denied to any passenger whose conduct is or has been known to be disorderly for the comfort and safety of that passenger and all passengers on board. For more information, please visit ********************************************************.

  We have no record of said incident. Unfortunately missed flights are a forfeit of funds and non-refundable.
  Best,

   Cass

• Initial Complaint

  Date:12/03/2024

  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 for August 5th of 2024 and I canceled the flight which they did not give me some of the money back. The flight was $313 and I think I got $200 back. I got an email and I must have deleted the confirmation number so I go in there today to try to book a flight and they want the confirmation number. Don't have it. I call the ***** number called it twice. I spent an hour and a half waiting online and when I go in there the first time the guy hangs up on me. I call again he answers he's very rude. He said he wants a confirmation number and I said I don't have it. He said well. You need to dig deep in your emails and find it. I said I don't have it. Don't you listen so he hung up on me and I'm trying to book a flight with my cash that's left over and I cannot. They have horrible service and they only have one guy. I believe one guy in the whole country answering the phone because it was the same guy that answered the phone the same both times. I am very frustrated. I told him to look it up by my name and he would not do it

  Business Response

  Date: 12/03/2024

  Hello ****,
  
  Thank you for contacting Allegiant. We appreciate your patience as we handle all correspondence in the order received.
  
  I am so sorry for the long hold times you have experienced when contacting our ********************* Promotional deals and irregular operations can lead to a high call volume, but we are always working to provide better communication to our customers. We do appreciate your patience in this matter as we work to improve your travel experience.
  
  Our records indicate that a voucher was issued for this reservation, less the cancel fee and nonrefundable Carrier Usage Charge.
  
  To reduce call times and better serve you, our ******************** is open 24 hours a day. You are also welcome to try our online Live Chat available Monday - Friday 5 am - 6 pm PST. You can also contact us on our social media platforms, ********, *******, and Instagram for assistance. Please visit ************************************************ for more information.
  
  Crystal 

  Customer Answer

  Date: 12/03/2024

  I talked to a correspondent yesterday that called me back and we have this dispute settled

  Customer Answer

  Date: 12/04/2024

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

  Date Sent: 12/3/2024 5:17:04 PM
  I talked to a correspondent yesterday that called me back and we have this dispute settled.
  
  Sincerely,
  
  **** *******