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:12/02/2024

  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.

  Itinerary Number: UYM7XD Flight Number: 2262 (December 30th, 2024)My flight scheduled for December 30th at 11:39 PM was rescheduled for December 1st at 5:45 AM. I reached out to customer service at ******************** for compensation for an overnight hotel stay and transportation to and from the airport for my delay. I was automatically sent a voucher of $100 for use for future travel only. Since this wasn't a weather related delay and due to circumstances under Allegiant's control according to the *** website listed below I am entitled to compensation for hotel and ground travel. ******************************************************************************* The compensation required is listed below. Hotel stay at **************************** Gilber - $166.25 **** from ******************** - $17.93 **** to ******************** - $11.98 I can provide receipts upon request.I was never offered a complementary hotel or ground transportation.

  Business Response

  Date: 12/16/2024

  Hi ****,
  
  Thanks for the reply. In the *************, airlines are not required to compensate passengers when flights are delayed or canceled. Compensation is required by U.S. law only when certain passengers are bumped from an oversold flight. Please note that Allegiant determines compensation on a flight basis and offers consistently per itinerary, and the voucher is the maximum compensation amount that will be considered.
  
  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. Should you have any questions unrelated to what we previously discussed, feel free to contact us.
  

  Thanks for choosing Allegiant.
  -*****
  

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22627757
  
  I am rejecting this response because:
  

  According to the ****************************************** any controllable delays require compensation per the agreement Allegiant has with the **** That information is located at this address: *******************************************************************************************************

  According to the *** on that page, A controllable flight cancellation or delay is essentially a delay or cancellation caused by the airline. Examples include: maintenance or crew problems; cabin cleaning; baggage loading; and fueling.

  This was not a weather related delay thus requires compensation.

  
  Sincerely,
  
  **** *********

  Business Response

  Date: 01/27/2025

  Hello ****,

  I hope you're having a great day. Again, we are 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 sometimes interfere with our schedules, with little notice. Please be assured that in the event of a delay, we do everything we can to handle the concern as quickly and thoroughly as possible. 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. Per the ***, each airline has its guidelines as to whether compensation will be offered to passengers. For more information regarding federal compensation guidelines, we recommend reviewing consumer fly rights on the **************************** website at *****************************************************.

  As a gesture of our concern, each passenger on flight ** has been issued a $XX dollar-off voucher for future travel. Please note that Allegiant determines compensation on a flight basis and offers consistently per itinerary, and these vouchers are the maximum amount of compensation that will be considered. Here is your voucher number:

  Voucher #DOBC11-0F74-BB29-319A OPEN
  Name **** *********
  Value $100
  Balance $100
  Issue Date Sat, November 30th, 2024
  Expire Date Sat, November 29th, 2025

  Dollar-off vouchers are one-time use only, and once applied to a reservation, any remaining funds are forfeited. All travel involving this voucher must be booked and completed by Sat, November 29th, 2025. Expiration dates cannot be extended for any reason. You are welcome to use it to book travel anywhere that Allegiant flies for any of your friends or family.

  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. Should you have any questions that are not related to what we previously discussed, feel free to contact us.

  Thank you for choosing allegiant,

  ****

   

• Initial Complaint

  Date:12/02/2024

  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.

  Purchased roughly 900$ round trip airline tickets from ************ ******* to ************ *******,for my family to attend a funeral for an older family member. On Dec. 1 our rental car experienced technical issues en route to the airport after checking out of hotel. We arrived frantically to the ticketing counter 1 hour before flight departure time and there was no agent available. The airport customer service desk radio called Airline employee who responded and said it would be two hours before someone would come to the desk and there would be no assistance for rebooking flight. Company policy states the ticketing desk will be open until 45 minutes before departure and in most situations I arrive well ahead of that time frame but unfortunately the severe Indiana weather proved difficult but despite the situation my family arrived one hour before departure. In good faith my family spent all our budgeted funds on allegiant air round trip tickets with seat selection and a bundled rental car which left no ability to book a one way flight on competitor airline as there was No other flights departing for ************ Fl on Dec. 1. My family was stranded at the airport and only told to Call the toll free number for Allegiant. I waited with my spouse on hold for almost a hour while sitting on a small bench in front of ticketing counter. The automated system disconnected my call after long hold time. This was an extremely difficult situation as my email and mobile phone were also unavailable . There was no physical agent and I could not retrieve mobile boarding pass or flight confirmation. My family was forced to rent a cheap rental car and drive over 800 miles home to *******. The cost of rental car roughly 250$ and 200$ in gas was our only option after we were not offered any assistance in rebooking for returning home. We had to drive many miles in the middle of the night with limited funds for food or hotel. There has been no care or concern from airline.

  Customer Answer

  Date: 12/02/2024

  ******* offered a voucher of roughly 400$ that I can not use as their airline has very limited routes from my home location which is why it was so important we could get home safely after being stranded. Ms. ***** also did not address the fact there was no agent available 1 hour before scheduled departure. The company policy recommends travelers arrive 2 hours early, but there is no policy that states ticketing agents will not be available after 1 hour prior to departure. I have security clearance for gate access and was not checking any bags. My main concern was my mobile device malfunctioned and we needed a physical boarding pass and there was no on site agent available 1 hour before departure. This was not a situation where travelers did not show or attempt to communicate with airline. Airport customer service radioed airline agents and informed there were customers needing assistance and we were told there would be a two hour wait atleast before anyone would come to the counter. There was only 1 scheduled flight for this airline for our return destination and we were left stranded in below freezing temperatures with no hotel or transportation. I attempted to call the toll free number and the automated systems disconnected after a 30+ minute hold time.  I had to pay for a rental car and drive 900 miles 14hrs to return home. I also had issues with a one way car return because I could not show proof of return flight because there was no ticketing agent to provide a boarding pass. Again, I was advised in most situations agents are available until 45 minutes before boarding time. I arrived 1 hr prior and there was not a single agent at the desk and no way to directly contact any agent with the airline. Other passengers who arrived after us but had their boarding passes were able to access security and board the flight, so I do believe had an agent been available our return home would not have incurred additional cost and time. 

  Customer Answer

  Date: 12/02/2024

  ******* offered a voucher of roughly 400$ that I can not use as their airline has very limited routes from my home location which is why it was so important we could get home safely after being stranded. Ms. ***** also did not address the fact there was no agent available 1 hour before scheduled departure. The company policy recommends travelers arrive 2 hours early, but there is no policy that states ticketing agents will not be available after 1 hour prior to departure. I have security clearance for gate access and was not checking any bags. My main concern was my mobile device malfunctioned and we needed a physical boarding pass and there was no on site agent available 1 hour before departure. This was not a situation where travelers did not show or attempt to communicate with airline. Airport customer service radioed airline agents and informed there were customers needing assistance and we were told there would be a two hour wait atleast before anyone would come to the counter. There was only 1 scheduled flight for this airline for our return destination and we were left stranded in below freezing temperatures with no hotel or transportation. I attempted to call the toll free number and the automated systems disconnected after a 30+ minute hold time.  I had to pay for a rental car and drive 900 miles 14hrs to return home. I also had issues with a one way car return because I could not show proof of return flight because there was no ticketing agent to provide a boarding pass. Again, I was advised in most situations agents are available until 45 minutes before boarding time. I arrived 1 hr prior and there was not a single agent at the desk and no way to directly contact any agent with the airline. Other passengers who arrived after us but had their boarding passes were able to access security and board the flight, so I do believe had an agent been available our return home would not have incurred additional cost and time. 

  Business Response

  Date: 12/02/2024

  Hello Jasmine,

  Thank you for contacting Allegiant. We regret the inconvenience you experienced while trying to make your departing flight. We recommend that all passengers are checked into their flights via the 24 hour check in email and at the airport at least 2-2.5 hours before the scheduled time of departure.

  We show you traveled with no checked bags and did not need to go to the ticket counter. In the event that you are not checked in and arrive after the ticket counter is closed, it would be considered a missed flight, and therefore, a forfeiture of funds. The ticket counter will close 45 minutes before scheduled departure. 

  Moreover, we advise online in the agreed terms and conditions, and on the confirmation email to be completely checked in, through airport security, and in the departure boarding gate area one hour before departure time. The estimated departure time on a delay notification is subject to change. Actual departure could move to an earlier time, especially when checkin one hour prior has been reached.

  Our records show a courtesy credit has been issued and this case is now closed.

  Should you require any other assistance, we are always available 24 hours a day, seven days a week at ************.
  
  Thank you for choosing Allegiant!
  ****

   

   

   

   

   

  Customer Answer

  Date: 12/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. I do wish this business focused more on having on-site agents available. When departing my home location the same desk ticketing agent was also at the gate checking boarding passes. These employees do their best but it seems maybe management is out of touch at times. It is quite unfortunate my mobile device malfunctioned and I could not complete mobile check-in to avoid a horrible situation.
  However, my uncle was diagnosed with cancer this week and I was able to use my voucher to fly family members to see him in the hospital. A huge blessing that arose from a midsized misfortune. Thank you and please give your employees a holiday bonus for their continued efforts. 
  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:12/02/2024

  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 have a trip booked with the cofirmation L5J4JP. This is for ***** *******. I called today, Dec 1, 2024 to have my grandson Ayden ******, added to L5J4JP. He is a child and I wanted him to travel with ***** Venture, his aunt, who is over 21yrs. I made this clear in my call today and the agent made the mistake of booking myself with Ayden ******. I live in ******* and the flight originates in **********, thus it is impossible for me take this flight. I need Ayden ****** added to L5J4JP and after that I need MB5TXA cancelled and fully refunded as the error was that of your agent. Thank *** for you help.

  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:11/27/2024

  Type:Customer Service 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.

  Allegiant is known for being a cheap airline, but they should at least follow their own rules and regulations. They charged me for a carry on when it was the same size as a personal item (yes I measured it on the scale near front and showed them). When I approached ticket counter to board flight, they tried to get me to pay again acting like they forgot that they just forced me to pay! Worst part, they did not make everyone pay...the attendant was going only to every few people because she "didn't have time to check everyone". Meanwhile when she was done, we still had 10+minutes before boarding and she was sitting down in corner and looking at her phone. Whole circumstance is un-excusable, and I have filed complaint with airline themselves. Of course, being the cheap and poorly ran airline it seems they are, I have not received response yet. I am prepared to take further action due to other things I saw directly going against the terms and conditions listed on their own website. However, for the meantime I thought this would be the best place for others to see....do NOT book with them if you are not forced to.

  Business Response

  Date: 11/27/2024

  Each passenger is allowed one free personal item, something small like a purse or a backpack to go under the seat in front of them. This item should not measure any larger than 8 in. x 14 in. x 18 in. If you have any carry-on bags to go in the overhead bin or any checked bags, then there are additional fees for both. The maximum size for a carry-on bag is 10 in. x 16 in. x 22 in. D. This measurement includes wheels, pockets, handles, and decorations. The maximum size for a checked bag is 80 linear inches (height + width + length), and the maximum weight is 50 pounds.
  
  You can calculate the exact price for your bags with our bag fee calculator as well as view more information on our bag policies at *******************************************************************.

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22611569
  
  I am rejecting this response because:
  
  My bag (backpack) clearly fit in those required sizes. They asked me to measure it in the sizer next to front desk and it fit. They said they were too tired to look further so charged me anyways.
  

  Inexcusable lazy client service by the gate attendants and all a part of Allegiant. They were more interested in looking at their phones and talking to their friends than assisting any passengers. A testament that continued on board with flight attendants too.

  
  **** ****

• Initial Complaint

  Date:11/21/2024

  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.

  Our flight from *** to DSM was rescheduled by Allegiant from 2:42pm to 7:00am on Saturday 03/25 - this did not work for our cruise. We called Allegiant, the agent stated there are no flights available later that day. Agent stated that they could not fly us through another city and take a second flight to ***. Only option was to stay another night in *** and take a flight the next day. Agent refused to connect me with a manager or supervisor. We agreed to take the next day flight option - and talked with a very rude agent on the Allegiant Live Chat - Agent **** who claimed Allegiant could not compensate for a 1 night hotel stay in SFB due to no fault of our own. Agent boldly claimed that no airline offers compensation for schedule changes. Agent then proceeded to tell me the reason I could not speak to a manager is because its blatantly something they wont do and theyll say the same thing and Agent disconnected me abruptly, then blocked me from chatting to another agent on both live chat and text.This is the WORST customer service Ive ever received, as a customer service agent myself, I cannot imagine talking to people the way they do and having my job the next morning.

  Business Response

  Date: 12/05/2024

  Hello ****,
  
  Thank you for contacting Allegiant, I hope youre having a great day!
  
  I am so sorry for the inconvenience this change in schedule has caused you. Allegiant, as well as other airlines, reschedule aircraft and flights to provide the most efficient operation. There are many reasons for schedule changes including, but not limited to aircraft availability, route changes, service to new markets, airport curfews, crew resources, or airport availability.
  
  If the newly scheduled departure is not satisfactory, you can make a one-time change to another Allegiant flight free of charge. If you no longer wish to travel, you may contact us for a full refund or credit voucher for your reservation. To change or cancel your reservation, please contact our ******************** at ************.
  
  We are extremely disappointed to learn that the service you received from our call center agent did not meet your expectations. All of our team members are expected to be professional, respectful, and assist however they can to ensure a satisfactory travel experience. While I cannot undo the circumstances, this matter has been shared with the appropriate department leadership for internal follow up to ensure that any necessary corrective counseling is provided.
  
  Thank you for choosing Allegiant!
  
  ******

• Initial Complaint

  Date:11/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an airline ticket last night to leave out Thursday and then this evening I went to change date up and it was suppose to charge only 26 additional dollars and instead it charged 154 making my grand total 282 dollars. I called airline and told them what happened and they refused to help even though on their own site it says purchases made within 24 can be canceled for a full refund and both of these purchases were made within 24 hours of now. I am asking for 282 dollars returned

  Business Response

  Date: 11/19/2024

  Hello *******,
  
  
  Thank you for contacting Allegiant. We appreciate your patience as we handle all correspondence in the order received.
  
  
  I am very sorry to learn of your recent experience but will need to verify a few additional details to review your request. 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 details have been provided, I will be able to assist you further. We look forward to your response. Thank you for choosing Allegiant.
  
  
  Crystal
  
  Customer Relations
  ***********************************************************************
  

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22574090
  
  I am rejecting this response because:

  Confirmation- I9DNJD

  Email- ***************************************

  Phone- ************
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 12/11/2024

  Hello,
  Thank you for contacting Allegiant and we appreciate your patience with our response. 
  As the reservation is within seven days of travel, no changes or cancellations can be processed. Upon booking,customers are given the option to protect their flights with Trip Flex, which allows passengers to change or cancel an air-only reservation up to one hour before departure. However, as Trip Flex was declined when booking this reservation, we are unable to make any changes at this time. Any changes made to this itinerary online would result in a new ticket purchase and a forfeiture of the original.
  If you have any other questions or concerns, please feel free to reach back out to us.
  Best Regards,
  Cass

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22574090
  
  I am rejecting this response because: this shows the arrogance and incompetence of your airline. A reservation can also be canceled within 24 hours with a full refund. That is your own policy. Perhaps you should bother reading your own policies.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 12/31/2024

  Hello *******,

  Thank you for your response. A full refund of $282.00 was issued for your itinerary. $154 on November 18, 2024 and $128 on November 19, 2024, back to your original form of payment.

  Your business is important to us. Please feel free to contact us if you require further assistance. 
  
  Best Regards,
  **** ****
  
  

   

• Initial Complaint

  Date:11/18/2024

  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 booked a flight on Allegiant Air but can't use it, so I canceled and asked for a credit to my credit card. They insisted on giving me a voucher, which I could not use. This was a one-time situation requiring Allegiant Air, and I will not need to travel with them again, so I cannot use a credit of $434. I don't know anyone who can give that kind of money to an airline. I would like a refund to the card I used to purchase the ticket. I even paid for flight insurance. Every company has the ability to make exceptions - they refuse. Their policy: To cancel an entire itinerary, visit Manage Travel to access your online Trip Summary, then select the Cancel My Entire Trip link from the menu options and follow the easy prompts.Most itineraries can be canceled online. You will receive a full refund to the original form of payment for cancellations made within 24 hours of your initial purchase (as long as your trip is at least a week away). All credit refunds will be done in the original currency of purchase (USD).Otherwise, you will receive an Allegiant credit voucher for future travel if there is a credit due after the deduction of any applicable fees. (Cancel fees do not apply to itineraries covered by Trip Flex travel protection.)Confirmation of your trip cancellation will be sent to the email address used for the initial reservation and will include, where applicable, your Allegiant credit voucher. A copy of your credit voucher will also be accessible by clicking my log in to access your myAllegiant Account. ******************** credit vouchers can be applied immediately online towards your next travel reservation. Travel must be completed within one year of the date of the initial reservation. Voucher expiration dates cannot be extended.

  Business Response

  Date: 01/27/2025

  Hello *****,

  Thank you for contacting Allegiant. We regret any confusion and inconvenience. Our records show that on Nov 15, 2024 12:26 PM PST, we replied via email that Per our Terms and Conditions, we are a nonrefundable carrier. Trip Flex (which you had) allows changes and cancellations up until one hour prior to departure without our standard $25.00 per person, per way penalty; however, it does not make a reservation refundable.

  We provided a credit voucher to you minus the carrier usage fee and trip flex as advised, which I can see you've already used to book reservation HB5DPN.

  This will be our final correspondence from the Customer Relations Team regarding this matter, as it has been resolved. Should you have any questions that are not related to what we previously discussed, feel free to contact us.

  Thank you for choosing Allegiant,

  ****

   

   

   

   

   

   

   

   

   

   

   

• Initial Complaint

  Date:11/15/2024

  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 airline tickets with the travel coverage. Unfortunately I was sick and was not able to travel. I was given a travel voucher that expires within the year. However since then Allegiant has discontinued most routes from my airport. Due to this, I am not able to use the voucher nor have anyone to transfer it to. Based on Allegiant cutting the original route the ticket was booked for, I would like a full refund.

  Business Response

  Date: 11/18/2024

  Date: Fri, Nov 15, 2024 at 11:19 AM
  Subject: RE: [EXTERNAL]You have a New Message from BBB Serving ***************, Consumer Complaint #********
  To: <*******************************************************************************************************************************************>
  

  
  
  

  Hello *********

   

  Thank you for contacting Allegiant, I hope youre having a great day!

  
  

  Please be advised, Allegiant is a nonrefundable airline. Per our terms and conditions that is agreed to when booking the reservation. Any funds issued to the passenger for passenger cancellation is issued in the form of a credit voucher for future travel. For one year from the date of the original booking date. If not used within that time the credit will expire.

  
  

  Thank you for choosing Allegiant!

   

  ***** l Customer Relations

  ************ *************************************************************

   

  Customer Relations

  ************************************************************************************************************************************************************************************************

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22558378
  
  I am rejecting this response because: since issuing the credit, Allegiant has discontinued all routes with the exception of one from my local airport.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:11/14/2024

  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.

  On 11/12/24 I booked a flight on Allegiant Air Conf #GEEYGB (attached) from *********, ** to ***********, **. This flight was $200+. I had an Allegiant voucher for over $300.00. Right after booking this flight, I realized I had entered the wrong dates of travel. I went to their site and changed the flight to the correct dates. (attached) I knew there might be a difference in the new flight but knew I had a remaining balance on my voucher. The new flight was $251.00. I spoke to their customer service today (attached) and was told the voucher can only be used one time and any remaining credit is forfeited. My money should be refunded.

  Business Response

  Date: 11/29/2024

  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.

  I completely empathize with your experience; however, what was advised to you by Shanyel over Live Chat is correct. You had used a one-time usage only voucher and no additional vouchers can be provided. The voucher in question, DO941A-80C7-B0C8-FE7F, was emailed to ************************************************ on October 11, 2024 that disclosed conditions of the voucher as follows:

  1. DOLLARS OFF VOUCHER GOOD FOR FUTURE BOOKINGS WITH ALLEGIANT AIR ONLY. ALL TRAVEL INVOLVING FUNDSFROM THIS VOUCHER MUST BE COMPLETED BY THE EXPIRATION DATE LISTED ABOVE AND CANNOT BE EXTENDED. 2.DOLLARS OFF VOUCHERS CANNOT BE REPLACED OR REISSUED IF LOST OR STOLEN. UTILIZE YOUR VOUCHER NUMBERTO OBTAIN CREDITS THROUGH ALLEGIANT AIR. 3. THIS VOUCHER IS NOT TRANSFERABLE AND HAS NO CASHVALUE. 4. BY ACCEPTANCE OF THIS VOUCHER, NO FURTHER CLAIMS WILL BE MADE TO ALLEGIANT AIR. 5.VOUCHER IS ONE TIME USE AND ANY UNUSED BALANCE AFTER PURCHASE WILL BE VOIDED.

  It is the passenger's responsibility to review the conditions of the voucher and utilize it accordingly.  As a result of having used the one-usage voucher, no additional funds can be provided for this voucher as communicated to you.  I am regretful if this does not meet your expectations.

  Should you have any further concerns, please feel free to reach back out to us.
  
  Regards,
  ******
  Customer Relations Representative/CRO
  ***********************************************************************

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22552232
  
  I am rejecting this response because: The voucher was not actually used and no services were provided by the airlines. The wrong flight was booked and changed within minutes.
  
  Sincerely,
  
  **** East

  Business Response

  Date: 12/04/2024

  Passenger has been advised Dollar-off vouchers are one-time use only, and once applied to a reservation, any remaining funds are forfeited. 

• Initial Complaint

  Date:11/13/2024

  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 Air provided round trip air via a charter from ********** **** to ********** in the ******************. Flight numbers 7008 and ****, CVG to PUJ and PUJ to CVG. We were a large group and the chartered flights were contracted by Vacation Express Travel. Initial Flight to *** was on October 12, 2024 and the return Flight to *** was on October 19, 2024. Our group was called Elisha ****** and there was no issues with the Flight on October 12th, 2024. But our return on October 19th, 2024 Flight #****, we found out would be delayed 2 hours once we arrived at the airport, and we were told to arrive 3 hours early for our 12noon Flight, so that would be a 5 hour wait. While waiting the delayed Flight would be delayed even longer. We were given $10 meal voucher after a 3 hour delay, then a $15 meal voucher for the 2nd 3 hour delay and finally the Flight was starting to board at 7:30pm. We were told the delay was due to a shortage of pilots. Once one the plane it was delayed another hour or so due to a computer glitch which required a reboot. We finally made it in ********** *** at about 1:00am, but was delayed going through customs and baggage about another 2 hours. This was totally unacceptable customer service and the two vouchers totalling $25 was a slap in face. We file a complaint with Vacation Express and all 65 in our group was given a $100 credit if using Vacation Express in the next year. But we believe Allegiant Air bears the bulk of the responsibility and not one of the 65 people in our group will fly Allegiant Air again without some restitution. Roughly 9 - 10 hours of delay should entitle everyone on that flight some kind of monetary compensation above the 2 puny vouchers, which should be for kids only and raised much higher for adults.

  Customer Answer

  Date: 11/13/2024

  Date of the incident was October 19, 2024

  Business Response

  Date: 11/15/2024

  Hello,
  Thank you for your inquiry. We do not have scheduled service charter flights. However, we do offer international charter flights through Apple Vacations. Though the flights are on Allegiant aircraft, these are not Allegiant bookings and would have to be handled by Apple Vacations directly. You may find more information regarding this at this link I have provided: ******************************************************;
  If you have any other questions or concerns, please feel free to reach back out to us.
  Best Regards,
  Cass

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22551049
  
  I am rejecting this response because: I am the group leader of a large group using this charter to ********** in the ****************** and we did not contract through Apple Vacations. We contracted through Vacation Express (unless they use Apple Vacations) but it doesn't matter. Allegiant Air handles the Flight, the planes and the Flight crews, therefore Allegiant bears some responsibility for severely delayed flight.

  Allegiant's response atteempts to place blame on an entity that does not handle the aircraft and flight crews. Also in your response your reference a website does does not exist "************************************************" which seems fraudulent.

  Our group (65 people) will not fly Allegiant again without compensation from Allegiant Air.

  We will also file a complaint with the **** of transportation.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 11/21/2024

  Hello,
  Thank you for contacting Allegiant and we appreciate your patience with our response. 
  
  Thank you for your inquiry. We do not have scheduled service charter flights. However, we do offer international charter flights through Apple Vacations. Though the flights are on Allegiant aircraft, these are not Allegiant bookings and would have to be handled by Apple Vacations directly. You may find more information regarding this at this link I have provided: ************************************************************;
  
  
  If you have any other questions or concerns, please feel free to reach back out to us.
  Best Regards,
  Cass