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: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

• Initial Complaint

  Date:11/13/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Your confirmation number is: G9MFHQ I booked the trip. but needed to change the return flight. The customer service *** was not reachable on FB messenger that has caused me missing the cancellation window for the full refund on the second flight. I'm asking allegiant to refund the value of the second flight as travel credit.

• 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 has yet to resolve my incident although i have provided all requested details about the hardship i went through attempting to fly their airline and was treated rudely and unfairly. There has been no productive response in **************************************** ***** Tulle Senior Vice President of *********** Operations and Customer Experience.

  Business Response

  Date: 12/11/2024

  Hello ****,

  Thank you for contacting Allegiant.

  Our records indicate that itinerary QB3SPA was cancelled, a full refund and Paynuver compensation was issued for this flight. However, I am not seeing any previous notations on either itinerary (Q4DZ9S, QB3SPA). To better assist you please provide the nature of your request. You may also email us directly at ***********************************************************************.

  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.
  
  Crystal 
  Customer Relations 
  *********************************************************************** 
  
  

• Initial Complaint

  Date:11/13/2024

  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.

  Flight from *********, ** to ********, ** cancelled due to hurricane, Biltmore closure and total destruction in the city of ******** Credit voucher issued for partial refund ($539.92)******** remains decimated...I do not want to go there within the year and will not be able to use the voucher. VERY limited flights to other cities from **********I have emailed Allegiant Air 3 times, with no *********** one answers the **************** line - numerous calls at various times of day.I want a refund in the amount of the credit voucher $539.92

  Business Response

  Date: 11/13/2024

  Hello ******,
  
  Thanks for reaching out to Allegiant. We are sorry for the delayed response as we are working through a high volume of emails and phone calls. Due to the hurricane, I was able to void your voucher that was issued due to the cancellation. I've issued a refund of $539.92 to the original form of payment. You can expect to see this post in 7-10 business days. If you have any questions, please let us know.
  
  Thanks for choosing Allegiant.
  -*****

  Customer Answer

  Date: 11/18/2024

   
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/05/2024

  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.

  400 ****** Contacted customer service on multiple occasions for support and received very rude service from the representative. When I asked to speak with a supervisor, they told me no. The last representative hung up on me. Ive had to make changes to my trip multiple times and have had to pay for a completely new flight. I asked for a name change and they told me they couldnt do it and I had to pay for another trip again.

  Business Response

  Date: 11/11/2024

  Hello *******, 

  Thank you for contacting Allegiant. Your case has reached the ***************************** for final review. We appreciate your patience as we handle all correspondence in the order received. We are very disappointed to learn that the service you received did not meet your expectations. All of our team members are expected to be professional, respectful, and assist however they can to provide a satisfactory travel experience. We regret that your experience contrasted this. Rest assured that all Allegiant Team members including management are expected to uphold the terms and conditions agreed upon at the time of purchase. 

  Per our terms and conditions, name changes on bookings are not permitted. Our records show that this reservation did not have Trip Flex. With that in mind, no changes may be made within seven days of the scheduled departure. Please note that outside of seven days, a reservation without Trip Flex is subject to a change/cancel fee of $25 per person, per direction, plus the difference in airfare if changing. This is the reason you were charged additional fees to modify your flight. 

  For future reservations, I highly recommend selecting Trip Flex. For a practical fee, you are able to protect your travel investment from unexpected circumstances by being able to change or cancel your reservation up to one hour before departure without any change or cancellation fees. Please note however; that purchasing Trip Flex does not permit passengers to do name changes. 

  We empathize with the inconvenience you experienced on this trip. However, Allegiant respectfully declines your refund request. For full details on our terms and conditions. please visit *****************************************************************;

  Your business is important to us. Thank you for choosing Allegiant. Please feel free to contact us if you need any further information.
  
  Best Regards,
  Tayler

   

• Initial Complaint

  Date:10/29/2024

  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.

  I called Allegiant customer care a few weeks ago to update my email address from ******************** to ******************* to access my Allways rewards. The *** said this was changed and to enter the changed email address and request password. Now ******************* is not recognized. I need access to my Allways rewards account. My new email is ******************* - my old is ********************* I no longer have access to the old account.

  Business Response

  Date: 12/04/2024

  Hello ******,
  
  Thank you for contacting Allegiant.
  
  Our records indicate that your account was successfully modified, and your email address is listed as ********************
  
  To create a new password for your Allways account, youll first want to select Login located at the top right-hand side of screen. Then, click on Forgot Your Password? down toward the space where you would typically enter your password. You will be directed to a page that will prompt you to enter your email address to reset your password. An email will be sent with a link. Once you click the link, you will be redirected to a page that allows you to create a new password. Please be sure to check the junk or spam folder in your email to ensure Allegiant is not blocked if you are not receiving this email.
  
  Please feel free to contact us if you require further assistance. Have a wonderful day!
  
  Crystal 

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22488738
  
  I am rejecting this response because:

   

  my prior rewards from ******************* have not been transferred
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 12/05/2024

  Hello,
  Thank you for contacting Allegiant and we appreciate your patience with our response. 
  To create a new password for your Allways account, youll first want to select Login located at the top right hand side of screen. Then, click on Forgot Your Password? down toward the space where you would typically enter your password. You will be directed to a page that will prompt you to enter your email address to reset your password. An email will be sent with a link. Once you click the link, you will be redirected to a page that allows you to create a new password. Please be sure to check the junk or spam folder in your email to ensure Allegiant is not blocked if you are not receiving this email.
  If you have any other questions or concerns, please feel free to reach back out to us.
  Best Regards,
  Cass

  Customer Answer

  Date: 12/06/2024

  I'm logged in. Please see attached and please confirm any rewards from ******************* are transferred over

• Initial Complaint

  Date:10/24/2024

  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 submitted an Allegiant credit card application to the male flight attendant on my flight from ********* to ************ on September 20, 2024. As of 10/22/2024 Allegiant told me to contact *************** to see the status of my application. *************** has not received my application. I am upset and highly concerned that my application which included my name, address, date of birth, social security number is lost and I could be the victim of identity theft and fraud. A phone representative said that Allegiant doesnt have anything to do with the applications. *************** representative said she will file a complaint with Allegiant. Meanwhile, I am worried about my credit and identity.

  Customer Answer

  Date: 10/24/2024

  This information was on a tear off portion of the application that explains financial terms, etc. 

  Customer Answer

  Date: 10/24/2024

  This is the name and id number of the flight attendant on the flight. 

  Business Response

  Date: 11/07/2024

  Hello *****,

  Thank you for contacting Allegiant. I apologize for the delayed response. We are experiencing a high demand in emails, and we are trying our best to respond as quickly as possible. 

  We are extremely disappointed to learn that the service you received from our staff did not meet your expectations. All of our team members are expected to be professional, respectful, and assist however they can to provide a satisfactory travel experience. Typically, there is a delay in the processing of in-flight applications as they are mailed to *************** by our flight attendants. I apologize for the inconvenience, however, application processing is handled directly by ****************

  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.

   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-peakhours which is typically from 9 pm - 4 am PT. Please visit ************************************************ for more information.

   

  Crystal 

   

   

  Customer Answer

  Date: 11/12/2024

  I dont accept this as satisfactory response and remedy yo my lost application. I received a phone call from an Allegiant customer service representative today. The representative  Said he was following up on my two emails from October. That BBB has not contacted them. He explained the application process-they are collected and shipped to ***************. If any information on the application is illegible, they shred the application. (Which seems odd, because they can contact the applicant by phone or email, if its legible/listed) 
  The representative told me he would offer the same Allegiant flight incentive and process the application immediately over the phone. I denied his offer and asked for free identity protection for life. He told me that *************** would offer 1 year identity protection if I called them and told them my situation. I called *************** and they dont offer free identity protection. 
  I feel I was sent on a wild goose chase to just get me off the phone. Very disappointing with their customer service.
  Please let me know your progress.  Thanks. 

  Customer Answer

  Date: 11/12/2024

  I dont accept this as satisfactory response and remedy yo my lost application. I received a phone call from an Allegiant customer service representative today. The representative  Said he was following up on my two emails from October. That BBB has not contacted them. He explained the application process-they are collected and shipped to ***************. If any information on the application is illegible, they shred the application. (Which seems odd, because they can contact the applicant by phone or email, if its legible/listed) 
  The representative told me he would offer the same Allegiant flight incentive and process the application immediately over the phone. I denied his offer and asked for free identity protection for life. He told me that *************** would offer 1 year identity protection if I called them and told them my situation. I called *************** and they dont offer free identity protection. 
  I feel I was sent on a wild goose chase to just get me off the phone. Very disappointing with their customer service.
  Please let me know your progress.  Thanks. 

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22461249
  
  I am rejecting this response because:

  Most Recent Message

  Date Sent: 11/12/2024 3:02:11 PM
  I dont accept this as satisfactory response and remedy yo my lost application. I received a phone call from an Allegiant customer service representative today. The representative  Said he was following up on my two emails from October. That BBB has not contacted them. He explained the application process-they are collected and shipped to ***************. If any information on the application is illegible, they shred the application. (Which seems odd, because they can contact the applicant by phone or email, if its legible/listed) 
  The representative told me he would offer the same Allegiant flight incentive and process the application immediately over the phone. I denied his offer and asked for free identity protection for life. He told me that *************** would offer 1 year identity protection if I called them and told them my situation. I called *************** and they dont offer free identity protection. 
  I feel I was sent on a wild goose chase to just get me off the phone. Very disappointing with their customer service.
  Please let me know your progress.  Thanks. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/13/2024

  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
  ****************************************************************************************.
  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-
  ************************************************
  
  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:10/24/2024

  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.

  Due to huricane ****** my flight was cancelled and I was told by Allegiant I would receive a refund. I have contacted them multiple times only to be informed it was being processed but as of 2 weeks I still have not received my refund.

  Customer Answer

  Date: 10/24/2024

  Thank you for your help but after filing a complaint through your organization and ******* it appears as if the issue has been resolved and can be considered closed.

  Again thank you for your help.

• Initial Complaint

  Date:10/21/2024

  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 10/20/2024 Allegiant airline charged me a fee of ***** for taking an electric scooter with me on a return flight from ****** to *********. Prior to this flight I had no issue in ********* checking in my electric scooter. The prior weekend on 10/13/2024 I had successfully taken my electric scooter from ********* to ******. I had a similar hiccup in ****** to *********, however when I showed them my gate checkin I was allowed to pass. In my return flight to ********* on 10/20/2024 from ****** I was stopped and told that I would be charge a fee and was told that it was a courtesy for my last flight. I explained that I was told no such thing and explained if I had why would I bring my electric scooter again. Prior to this entire situation I had taken a flight where a couple had taken their electric scooters on the flight with no issue. I wanted to do the same since I travel all the time with Allegiant. I did research and called, looked online for the airliner policy, spoke to Allegiant in ********* and there were no issues. Only in ****** Ca did I have an issue with taking my electric scooter on my return flights. I am leaving these reviews here. They are worth the ***** I had to pay. Allegiant apparently enjoys to nickel and dime their customers.

  Business Response

  Date: 11/19/2024

  E Scooter denied as medical device, no refund or credit voucher is due to passenger. 

  Business Response

  Date: 11/26/2024

    Date Sent: 11/19/2024 5:41:40 PM

  
  E Scooter denied as medical device, no refund or credit voucher is due to passenger. 

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22449227
  
  I am rejecting this response because: I fly almost every weekend. Other passengers that did not have medical reasons were allowed to transport their electric scooter. I have also contacted Allegiant via customer service ************ and they advised that there was no issue transporting my electric scooter as long as it didn't have a lithium ion battery. I also spoke to Allegiant airline staff at *************************** prior to taking my electric scooter. I would have understood if a curtesy was given advising me of the stipulations but I wasn't I was allowed to take my electric scooter from ********* ** to ********* and upon my return and boarding the plane with my check tag at the gate I was given no choice but to pay to take my electric scooter with me. No, I reject the response Allegiant sent me. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 11/27/2024

  After reviewing the details of your complaint, we understand that you are seeking a refund for the airport bag fee in regards to a personal electric scooter. However, we would like to clarify that, as outlined in our company's refund and return policy, the scooter does not meet the criteria to be considered a medical device. Personal electric scooters are not classified as medical devices under applicable regulations, and as such, do not qualify for the specific refund or return exceptions that apply to medical equipment.

• Initial Complaint

  Date:10/21/2024

  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 was traveling back from ********* with my husband on Allegiant Air on January 3 2023 from LAS to VPS number 3108 C7B2M4. Our large brand new bag was loaded on the airplane. After a few hour wait we were told that our flight was cancelled. We went to get our bag and saw there were huge cracks along the ride side of the bag. We went to customer service and they wrote a damage report and said they would contact us soon. I have called many many times and emailed many many times. they say they are working on the issue and do not call or email back. It has been over a year!!!I want my money for my beautiful brand new bag that was never used of ******. Also, we had to get a hotel for the night for ******, breakfast at 30, **** to hotel and back for 50 and dinner at *****. Also. I have spent hours and hours trying to get these items paid and paying my assistants to address this so I think this should include ********************* total I am seeking ******. Please help me get this settled ****! Thank you

  Business Response

  Date: 11/06/2024

  Thank you for contacting Allegiant. 

  Our records show the passengers original flight was LAS to VPS #**** 02JAN2023. The extended delay records show the bag damage report was not submitted until TUE 03JAN2023 06:55 PST.

  Per the agreed baggage limited liability, passengers must report damage within four hours of landing either by a timestamped email, phone contact or at the system baggage office located at the airport. 

  Morever, 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.For more information, please visit ***************************************************************************************************
  
  Allegiant often offers goodwill compensation. However, we determine it on a flight-by-flight basis and no compensation is available for this weather related delay. For more information, please visit the agreed contract of carriage at ********************************************************
  
  Should you have any questions, please reply to this case email, or visit our online live chat M-F 5 AM PST - 6 PM PST. Promotional deals and irregular operations can lead to a high call volume, so to reduce call times,our *********** is open 24 hours a day at ************.
  
  Thank you for choosing Allegiant!
  ****