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:05/12/2025

  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 round trip flight from ****, *************** to ********************************************* March 15, 2025. I received an email from Allegiant stating the return flight had been cancelled by the airline on March 29. I needed to rebook, therfore, went to the website and booked a new return flight. I tried to get on the website today - five days before our flight and was required to change my password, so I did - three times! It would not work; then I was locked out of my account for too many attempts. I had to call the airlines to see if our first flight had indeed been cancelled - it was! Their communication CLEARLY stated they cancelled the RETURN flight ONLY. Had my husband not asked about info on the flight, we would not have known until we would have arrived at the airport.

  Business Response

  Date: 05/12/2025

  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:05/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to a cancellation of a flight in Dec 2025 Allegiant offered the passengers $200 for the inconvenience. The initial link via paynuver did not work. Allegiant in spite of multiple calls and emails have not resent the link or given the promised compensation.

  Business Response

  Date: 05/21/2025

  Hello,
  Thank you for contacting Allegiant. Your case has reached the Customer Relations Department.
  I am very sorry to learn of your recent experience but will need to verify a few additional details to look into 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. Please note that if no information is received within the next seven days, your case will be closed as resolved. However, if you send in the required information after this timeframe, your case will be reopened and reviewed.
  
  We look forward to your response. Thank you for choosing Allegiant.
  Best Regards,
  Lilly

  Customer Answer

  Date: 05/22/2025

   
  Better Business Bureau:

  After 6 months of trying I am happy to say it appears that Allegiant has agreed to honor their word. Thanks BBB for your help. And thanks Allegiant for finally doing the honorable and right thing.

  
  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:05/02/2025

  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 am the bride and recently got married April 29th. I booked a flight for my photographer at the beginning of April to depart from *** to *** April 20th. There was an issue at the airport and the photographer belongings were misplaced during the wedding which caused a delay and being unable to board the flight. The passenger filed a complaint and they gave a credit but I havent flown with Allegiant in years and dont plan to especially after the treatment I had with speaking with customer relations via chat. Your specialist **** basically hung up in my face via chat after I asked for a supervisor I was livid and sent an email to customer relations and sent the screenshots of the chat and asked for a supervisor with them and was denied. I dont want a credit, I want a full refund.

  Business Response

  Date: 05/16/2025

  Customer has been advised. Per *************************** terms and conditions agreed to at the time of booking. Allegiant does not offer refunds or credits for missed flights. For your future knowledge, please keep in mind that Allegiant recommends all passengers arrive at the airport at least two hours prior to scheduled flight departure. Please plan to be checked in,through airport security, and at the boarding gate at least one hour before departure and on board the aircraft at least 20 minutes prior to departure.Boarding will end and aircraft doors will be closed 15 minutes prior to departure. Once the aircraft doors are closed, we are unable to reopen them.

  As a one time exception we issued a credit voucher for the amount of the missed flight. However a refund will not be issued. 

   

   Please feel free to contact us if you require further assistance!

  
  Thank you for choosing Allegiant!
  ***** l Customer Relations
  ************   *************************************************************

• Initial Complaint

  Date:05/02/2025

  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.

  On 04/25, I was on flight 2006 from PIE to CVG @~4:00p. Unfortunately, this was the flight where a bomb threat was discovered in the lavatory. Upon discovery, our flight was stopped although we were already on the actual runway. We were asked to deplane immediately as quickly as possible and instructed by the crew NOT to take any of our personal belongings. Following the crew's instructions and thinking I would reboard at some point, I left my sunglasses hanging on the seatback in front of me. After standing on the runway for an hour and then being locked in a room for another 4 hours while an investigation was conducted, we were permitted to leave and retrieve our baggage. The flight was postponed to the next day which caused us to miss a extremely personal family event. Upon retrieving our bags, I informed an Allegiant *** of my glasses. It was absolute chaos to be polite with a large group of upset passengers all attempting to be reunited with items left behind. To no big surprise, no *** from Allegiant really cared to assist me with my glasses. After asking numerous ***s and apparent trips to the plane, I was told they could not locate my glasses. I didnt get the impression that they really were looking as dozens of other customers were asking for bags, purses, etc... My glasses were not a priority. I have since submitted a L&S ***ort (********) which I was told could take up to 45 days. I have also called the L&S department where I spoke to a "*****". She advised me to visit ************ even though I live in **********. She then also dismissed my concerns and said she would "send an email". Normally, I would not concern myself with sunglasses but these were fairly expensive ($300). These were not lost. I was instructed to leave them behind by Allegiant. This experience has been a joke thus far and the customer service following such an event has been nothing short of completely unacceptable. Looking to be reimbursed for my "lost" glasses.

  Business Response

  Date: 05/02/2025

  Hello ,
  Thank you for contacting Allegiant. Your case has reached the Customer Relations Department.
  I am very sorry to learn of your recent experience but will need to verify a few additional details to look into your request, as the email address and phone number you have provided do not match the ones associated with your itinerary. Please reply to this email with the below information:
   
  Itinerary/confirmation number
  The email address associated with your itinerary
  The phone number associated with your itinerary
   
  Once the requested details have been provided, I will be able to assist you further. Please note that if no information is received within the next seven days, your case will be closed as resolved. However, if you send in the required information after this timeframe, your case will be reopened and reviewed.
   
  We look forward to your response. Thank you for choosing Allegiant.
  Best Regards,
  Lilly

  Customer Answer

  Date: 05/05/2025

  Allegiant is asking for additional details. The reservations were made by my father for my son and I. His email is ************************** and his mobile phone number is ************. Our reservation # was R4ZHGV. My DOB is ******** and my son, ******, ********. 

  Customer Answer

  Date: 05/05/2025

  Allegiant is asking for additional details. The reservations were made by my father for my son and I. His email is ************************** and his mobile phone number is ************. Our reservation # was R4ZHGV. My DOB is ******** and my son, ******, ********. 

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23275066
  
  Allegiant is asking for additional details. The reservations were made by my father for my son and I. His email is ************************** and his mobile phone number is ************. Our reservation # was R4ZHGV. My DOB is ******** and my son, ******, ********. 

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

  Business Response

  Date: 05/06/2025

  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 ****************************************************************************************. 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

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23275066
  
  I am rejecting this response because: As mentioned in my original complaint, if you would have bothered to read it, I have already spoken to several representatives at both the Customer Relations # and the L&S baggage #. As far as I was able to get was a rude representative ***** was going to send an email to the local St. **** office. Again, no response. I would like a phone call from someone that can assist or I am happy to blast my experience on multiple social media platforms for awareness. This was Allegiants fault. Your crew told me to leave these items behind!!!

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

  Business Response

  Date: 05/06/2025

  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: 05/07/2025

   
  Complaint: 23275066
  
  I am rejecting this response because: why would you originally ask for additional details if you were ultimately going to tell me you dont respond to BBB complaints? Your **************** is absolutely horrendous. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/07/2025

  Dear ******, 

  
  Thank you for contacting us and sharing your concerns about your flight (2006), which was originally scheduled to depart ******************************************** on April 25, 2025.  

   

  Shortly before the flight took off, the crew became aware of a potential security issue on board the plane. Out of an abundance of caution and with the utmost safety of our passengers and crew members in mind, the airplane was evacuated, and local authorities were contacted for assistance. 

  
  Once law enforcement became involved, they were responsible for investigating the possible security threat. These procedures fall under their jurisdiction and are beyond the control or influence of Allegiant. We are grateful for law enforcement's rapid response to the situation. For questions about the investigation, please contact the ********************************  

  Our records show your claim for the sunglasses is currently being worked on and we appreciate your patience on the matter. 

  We understand that the incident disrupted your travel plans, and we sincerely apologize for the inconvenience. Please know that Allegiant prioritizes safety above all else; we will never risk the safety of our passengers or crew for comfort or convenience. 

  
  We appreciate your understanding of this challenging situation. Your safety is our highest priority, and we thank you for your continued trust in Allegiant. 
  Sincerely, 
  Allegiant 

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23275066
  
  I am rejecting this response because: I appreciate you continuing to look into this and the actions that were taken that day to safeguard all passengers. I am not upset at these steps by any means and realize the threat was outside of Allegiants control. However, I also do not want to be out $300 for following your crews direction. I attempted to get my glasses back and was dismissed by multiple baggage claim ***** The baggage claim was chaos as you can imagine. I am also confused by a few of these responses. It appears as if multiple parties are responding to my BBB complaint. In one message I will be told that you do not address BBB complaints and in the next I will be asked to additional information and that you are still reviewing my concerns. Can I get clarity on next steps and if this is being addressed through this channel? 
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 05/13/2025

  Can I inquire as to why this was closed when the last message from allegiant was that they were continuing to review it?

  Customer Answer

  Date: 05/14/2025

  I think I am confused, the last message you received from Allegiant was that they were still looking into locating the glasses and to be patient. I had 14 days to respond so I simply rejected their response to keep the complaint open. The BBB then went and closed the complaint anyway. Can we please keep this open based on their last email that they are still reviewing? 

  Customer Answer

  Date: 05/14/2025

  Hello, sorry for the confusion. Yes, please reopen the complaint as Allegiant started they were still looking into the lost glasses and needed more time. They have not been located as of the last update I had received. Would you be able to reopen this complaint for me and inquire as to whether Allegiant has had any success in their search. Thank you. 

• Initial Complaint

  Date:04/28/2025

  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.

  On 4/16 I flew from *** to *** *** purchased one beverage, an iced coffee. I was charged twice and only got one drink. The flight number was 394 and my itinerary number was ************************** - Itinerary #HBFLXN. They should compare their inventory sold versus transactions to see that the flight attendant tried multiple times to tap and swipe my card. I have reached out to them via email, chat, *** phone call. I have had no success. I was overcharged for an error on their end and they need to own up to it.

  Business Response

  Date: 05/12/2025

  Hello, 
  
  Thanks for reaching out to Allegiant. I've submitted a refund request in the amount of $5 for the duplicate charge. The date originally submitted by the customer was incorrect. Once the request is approved, the refund will post to the original form of payment in 7-10 business days.
  
  If you have any questions, please let us know. Thanks for choosing Allegiant.
  -*****

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Allegiant employees at the ***************** were completely unprofessional, ruined my wedding dress, were highly discriminatory by picking me randomly out of the line, and overall completely unacceptable. I have never been treated so horribly at an airport before.

  Business Response

  Date: 05/12/2025

  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:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My flight was cancelled supposedly due to fraud. When I went up to speak with someone at the airport they stated someone would be down but after hours no one came. Everyone stated that they had left and to call customer support. When I called no one has been able to give me an answer as to why it was cancelled and where the reimbursement is coming. I have video proof of the conversations.

  Business Response

  Date: 05/20/2025

  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 ****************************************************************************************. 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

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23254007
  
  I am rejecting this response because I have reached several times and have been told someone from customer service would be contacting me and that its been escalated with zero response. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/21/2025

  Hello *****,

  Thank you for your response 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. You are currently in contact with a member of the Customer Relations team. This is the department that handles all formal complaints for Allegiant as a company.  Please reach out to us directly to address your concerns by sending an email to ***********************************************************************.

   To speak with a ************* representative,please call us at **************. We are available 24/7, 7 days a week. For the shortest wait time, we encourage you to contact us during off-peak hours which is typically from 9 pm - 4 am PT.  Our online Live Chat is also available Monday - Friday 5 am 6 pm PT. 

  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:04/22/2025

  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 got a round trip flight for $70.04 leaving on Sep 12, 2024 from ********** **, to ******** **. It returned on Dec 09, 2024 to ********** ** from ******** **. The issue I need resolved is the overcharge on baggage. I do everything in the app and sent a copy of my receipt showing one way my bag cost $ 75 and going back it cost $ 37. This is the same bag both ways and the same card was used. I was not informed of the price difference and would not have paid that when the whole flight was $70.04. This is very misleading and want the difference of $38 back. I have tried multiple times to resolve this with no success so far. Any help with this matter would be greatly appreciated! Thanks, ***** ***

  Business Response

  Date: 05/08/2025

  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: 05/15/2025

   
  Complaint: 23236540
  
  I am rejecting this response because: I have formerly complained to Allegiant with no resolution. I contacted the BBB to hopefully some this situation and it still is not resolved.
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 05/15/2025

  This is a valid charge. Bags were not added to reservation before arriving to the airport. The bag fee to add a bag at the airport is $75.00. To add a bag online or through the *** before arriving to the airport is a charge of $37.00. This charge is valid and will not be reversed. 

  Customer Answer

  Date: 05/18/2025

   
  Complaint: 23236540
  
  I am rejecting this response because:
  I used the app and I never saw anywhere that said it would be $75!
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight two years ago and paid more for one of the more expensive flexible upgrade options + baggage and subsequently cancelled the flight. I then rebooked another flight within a year but was startled to realize that only a small portion of the fee paid was able to be used for the purchase of that second ticket. Unfortunately, that second flight was cancelled due to family reasons and I thought I would have a credit to rebook a third time (hopefully the last) but was shocked to learn that the credit(s) expired after only one year!I believe that Allegiant Airlines engages in deceptive business practices based on the following:1) Difficulty booking a flight without choosing an upgraded flight option (which provides a false sense of security for changes/rebookings under the guise of flexibility).2) Upgraded flight option that supposedly allows flexibility only provided 55% of the price paid toward a credit for a future flight without disclosing this important fact up front.3) Upgraded flight option that should provide for flight flexibility does not disclose that credits expire after one year.The total amount I paid and lost totaled $399 from having thought I was paying extra for flexibility. I book and fly on different airlines but have never encountered a less consumer-friendly set of policies in my 40+ years of flying. I am sure that some of these things are covered in Allegiant's ******* buried somewhere in their website but being upfront would go a long way towards offering consumers valuable information they need to determine if paying extra is even worth it - in this case it is not. Bag fees, seat reservations, etc. all paid in advance seem to vanish in ensuing credit transactions before they vanish entirely after a year.

  Business Response

  Date: 05/06/2025

  Hello ***********,
  Thank you for contacting Allegiant. Your case has reached the Customer Relations Department.
  Trip Flex allows passengers to protect their trip from the unexpected by making a one-time change or even postponing a trip without incurring the standard change/cancel penalty of $25.00 per person, per way. Please note that you will be responsible for any difference in the price of airfare, hotel room, or car rental, but your change fees will be waived. All modifications must be made at least one hour before departure for airline ticket purchases, and at least 72 hours before departure for air/hotel package purchases.
  While Trip Flex allows more flexibility with your reservation, Allegiant is a nonrefundable airline. Reimbursement is issued in the form of credit vouchers for future travel, less the amounts paid for Trip Flex, the Carrier Usage Charge, and booking fees (if applicable). Trip Flex can be canceled from a reservation for a full refund up to 24 hours after a booking has been made if no modifications have been made to an itinerary. This information is stated within our terms and conditions agreed upon at the time of booking. For more information, please visit ***********************************************************.
  I have reviewed reservation CPJXX7.Upon cancellation, you were issued the vouchers of CRB7F2-08DE-5837-3A02 for $63.12 and CR8ED0-6323-4A42-317A for $80.12. Those vouchers were then applied to your reservation of N95I6Q.
  Upon cancelling your reservation N95I6Q, the amount of $49.24 was refunded back to the original voucher of CR8ED063234A42317A. Vouchers keep the original expiration date. This voucher expired 05/14/2024.The amount of $137.73 was issued as a credit voucher of CR8CC3118A63C72422.This voucher expired 11/30/2024 a year from the original booking date. 
  Our records indicate that you did not contact our **************************** or Customer Relations in regards to this matter. To maintain consistency among all of our valued passengers, we are unable to extend the voucher past the date of expiration. I apologize for any inconvenience. Travel must be completed within one year of the date of the initial reservation.
  Please feel free to contact us at ********************************************* if you require further assistance.
  Best Regards,
  Lilly

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23226136
  
  I am rejecting this response because:

  
  I did contact Allegiant customer service as that is how I found out that the credit expired that I thought I had available.  I tried to book a flight and used the Chat feature to discuss my situation with a representative and that is how I discovered I no longer had use of what little remained of my credit(s).  
  
  The information provided in the Allegiant response did nothing but justify the policy and rationale for having confusing and non-customer friendly policies regarding flight changes without acknowledging that the Flex options are not flexible.  Again, I believe that the airline engages in deceptive business practices as there is zero up-front information in the page of the website when booking a flight that states that there are many restrictions.  I'm guessing that I am not the only person who encountered this unfortunate set of policies.
  
  Sincerely,
  *********** ******

  Business Response

  Date: 05/08/2025

  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:04/21/2025

  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.

  My family and I purchased 4 seats (19A , 19B, 19C and 20B) on reservation C5HSVP. And my in-laws purchased seats 20A and 20C. All 6 seats were purchased with the intent to assist in the travel of two children ages 3 and 1. We purchased the seats for children to have space and for safety. All six seats were purchased together in back to back rows. Upon arrival to the airport and check in we still had those seats we purchased. Just prior to boarding we were called over the loud speaker to come to the agent. The gate agent then told us we were being moved from the seats that we paid for to accommodate kids (unpaid) of other passengers. Seats 19A, 19B, 19C remained unchanged. One seat (20B) was moved to 20F. The window seat of the row behind which would not allow assistance for children. Seats 20A and 20C were moved to row 3 and 14. The airline did not allow us to use the seats we purchased. And broke up our party that was to facilitate the safe travel of children. The children were forced to sit together with one adult in the row increasing safety risks should an incident occur.

  Business Response

  Date: 05/06/2025

  Hello *******,

  
  Thank you for contacting Allegiant.

  I am so sorry that you did not get to sit in the seat you originally purchased. While I cannot undo the circumstances, I have issued a refund for the seat selection fee on this flight. Please allow 7-10 business days for the $98 refund to post back to the original form of payment. I have also forwarded a copy of your confirmation/receipt, showing the refund.
  

  We hope you will grant us the opportunity to provide a more pleasant travel experience the next time you fly. Please feel free to contact us if you require further assistance.
  
  

  Crystal