Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/06/2023

  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.

  We were traveling with Allegiant from *** to LSV scheduled to depart on the evening of 08/18/22@10:16pm. Our flight was initially delayed several hours until finally being grounded in the middle of the night going over into 08/19. We ended up having to transfer our outgoing flight to another airline to make it out. Allegiant advised all travelers that we could rebook outgoing for following day or receive a voucher/credit for that flight. We were directed back to ticket counter. We retrieved our luggage and the airport power went out so the ticket counter advised we would receive a credit to my acct for the outbound trip since we were changing. I received the credit vouchers they provided due to the inconvenience; however, the credit voucher they provided for my trip will not work and after MULTIPLE attempts to correct this with Allegiant directly I still can't use it and it is expiring in August. the last agent tried to tell me they refunded me instead of the credit; however this is untrue. My card ending in **** has never received a refund and the credit is on my Allegiant acct; however, when I try to use it I get an error message that the email is not associated. I just want my credit so I can utilize this. I either want it to be fixed on my acct so I can access it or refund it back to my card ending in **** which is my current active bank card and the last card I used with Allegiant when I added seats and luggage to my trip.

  Business Response

  Date: 01/29/2023

  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. There are several ways to contact us directly to address your concerns:
  
  Call our ************* Team at **************. Our team is available to assist you 24/7. Please note, wait times may be lengthy during peak times (5:00 A.M. 8:00 P.M. P.S.T).
  
  We may be emailed through our website at www.allegiantair.com/customer-request-assistance. Simply complete the form indicating the nature of your complaint.
  
  Email us directly at ***********************************************************************. All emails receive a response, and all complaints are handled in the order they are received.
  
  Our Web Chat team is also available Monday through Friday from 5am to 7pm (PST) to assist passengers by clicking the Chat Now! link - ************************************************
  
  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 were received. Again, thank you for reaching out to us and we look forward to addressing all your concerns directly.     
  
  Sincerely,
  Allegiant *************/Relations Team 

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18643115
  
  I am rejecting this response because: I have attempted to contact Allegiant directly for MONTHS via all the contact routes they provided in this SCRIPTED response. After HOURS of being on hold and nobody on their phone or chat services able to assist me and NO response from my emails I finally gave up and reached out to BBB for assistance on this matter. They owe me $746.00.  They need to either provide me a refund to my card ending in **** OR they need to fix my credit voucher on my account.  The credit voucher reflects an upcoming expiration date, and I am unable to use it as it won't work, and the company can't tell me why when I call email and chat. Please see my attached copy of the voucher I provided in the complaint.  It frustrates me that they didn't even research this matter before responding to the BBB. It definitely reflects the lack of appreciation and value they have for their customer's that they can't take the time to properly research and respond to this and make this right for me. All I want is the funds they owe me, and it should be a simple fix for them. I will continue to escalate this if not corrected ASAP and this includes all applicable social media outlets and government agencies and if I have to get an attorney, I can do that too. This should not be difficult and is completely ridiculous that they have responded in this scripted form with no resolve. DO BETTER ALLEGIANT. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a flight scheduled from ******************************************************************(SFB) to ***********************************(***) on 9/29/2022. This flight was, understandably, canceled due to Hurricane ***. What was not understandable, was the customer service I received and the lack of flight options offered by Allegiant. On 9/27/2022 I had to try to get a refund or reschedule my flight. I tried to do this on the website, however, the website would not allow me to. I then had to sit on hold with customer service for over an hour. Once I was through, I was then told the next flight out of ******* to ********** was not until 10/2/2022. Four days after the original flight. No convenient new flight was made to accommodate those impacted by the canceled flight. Those impacted by the flight were forced to either stay in ******* for an additional 3 nights or find other flight options. I had to find another flight, because I could not stay in ******* away from my home until Sunday.This is not okay. Due to the cancellation of the flight, I had to spend an additional night at a hotel costing $166.51 and book the earliest flight I could find out of the ******* area costing $422.18. Not only that, the airport I was originally scheduled to fly to, CKB, is conveniently located 15 minutes from my house. The airport I was forced to fly to due to the canceled flight is 2 hours from my house. This is not okay Allegiant. You should value your customers more. Shame on you.

  Business Response

  Date: 01/29/2023

  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. There are several ways to contact us directly to address your concerns:
  
  Call our ************* Team at **************. Our team is available to assist you 24/7. Please note, wait times may be lengthy during peak times (5:00 A.M. 8:00 P.M. P.S.T).
  
  We may be emailed through our website at www.allegiantair.com/customer-request-assistance. Simply complete the form indicating the nature of your complaint.
  
  Email us directly at ***********************************************************************. All emails receive a response, and all complaints are handled in the order they are received.
  
  Our Web Chat team is also available Monday through Friday from 5am to 7pm (PST) to assist passengers by clicking the Chat Now! link - ************************************************
  
  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 were received. Again, thank you for reaching out to us and we look forward to addressing all your concerns directly.     
  
  Sincerely,
  Allegiant *************/Relations Team 

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18638957
  
  I am rejecting this response because:

  I have reached out to their customer service via phone during the situation. I also reached out via written letter, as per their website instructions and have gotten no response. It has been months and allegiant air has yet to fix their problem.

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

• Initial Complaint

  Date:01/05/2023

  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 from *********************** (*** to ***) to ***************************** on May 31st, 2022 for Travel on Wednesday December 21st. I paid two hundred and 78 dollars ($278.00) for this flight. Due to extreme weather, a county wide red status (restricting travel to only emergency personnel) as well as the CANCELLATION OF MY FLIGHT, I was required to change my flight to a different one. You may refer to the itinerary with confirmation #BXF2MF to see the original planned trip and the resultant change. I was charged three hundred and eleven dollars ($311.00) for the change to this itinerary, even though the originally scheduled aircraft was UNABLE AND UNWILLING TO FLY DUE TO WEATHER. While my husband's trip was cancelled and his was refunded per federal regulations, mine was cancelled, but I never received a refund for the change. I expect a refund of $311.00 to be issued to my original form of payment as the flight was cancelled at Allegiant's choice, not of my fault.

  Business Response

  Date: 01/29/2023

  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. There are several ways to contact us directly to address your concerns:
  
  Call our ************* Team at **************. Our team is available to assist you 24/7. Please note, wait times may be lengthy during peak times (5:00 A.M. 8:00 P.M. P.S.T).
  
  We may be emailed through our website at www.allegiantair.com/customer-request-assistance. Simply complete the form indicating the nature of your complaint.
  
  Email us directly at ***********************************************************************. All emails receive a response, and all complaints are handled in the order they are received.
  
  Our Web Chat team is also available Monday through Friday from 5am to 7pm (PST) to assist passengers by clicking the Chat Now! link - ************************************************
  
  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 were received. Again, thank you for reaching out to us and we look forward to addressing all your concerns directly.     
  
  Sincerely,
  Allegiant *************/Relations Team 

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18638461
  
  I am rejecting this response because:  I have called multiple times and their phone is so busy most times of the day that it doesn't even ring through.  

   

   

  That being said, this can be closed as business complied outside of the case, after finally getting through after waiting several hours on hold, my charge was refunded.  This should still show as a ******************* on their record as no one should have to wait on hold for six hours to get a refund.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/05/2023

  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.

  This is the complaint I sent Allegiant-Allegiant 10/30/22 flight CC2TWH confirmation Flight 38 Dear Allegiant rep, I bought this flight 10/30 in the afternoon after my spirit flight was cancelled. I paid $269 bc I was desperate to get to work and I already lost a day of work! I got in the plane after over an hour delay, the beverages were ready to be dispensed as the captain requested everyone to abort and exit the aircraft. I was bomb! Im in the airport since the morning as my other flight was canceled. Only at 10:14pm after seating in my sit we were requested all to leave the plane, I had to take Uber for $80 to go back home and reschedule the flight for 10/31 at night. This is really wrong. I lost 2 days of work $1200 plus twice Uber $80 from the airport home and $50 from home to the airport and my time and frustrations just bc you were short of crew. I was told outside the plane at the gate by your Representative I will get a refund on my flight plus up to $500 in cash. Im requesting more than $500 bc I lost 2 days of work and time and 2 Ubers. Please respond to me this is not right! If you look at my email every week you are late on the flights from sck ******** ** sometimes hours! Please reimburse me for every flight you were late! Im paying you $269 per flight which is a very high price for this flight and usually us charged by the good airlines but your service is bad. Look at my email and please reimburse me for this flight and send me a compensation check and also for the flights before in the past 2 months. Your representative gave me this card and said we will get a compensation up to $300 as it is your fault you didnt have enough crew personal to operate this flight, and you got us off the flight after we were sitting in for long time. Also she told us we will get a link from a bank which will be additional compensation. I received neither!!! I lost $1200 of work pay because of you. I want my compensation! If not answered it will go to bbb complaint. I request a check compensation to be mailed to me for $1500. Enclosed the card your rep gave me

  Business Response

  Date: 01/29/2023

  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. There are several ways to contact us directly to address your concerns:
  
  Call our ************* Team at **************. Our team is available to assist you 24/7. Please note, wait times may be lengthy during peak times (5:00 A.M. 8:00 P.M. P.S.T).
  
  We may be emailed through our website at www.allegiantair.com/customer-request-assistance. Simply complete the form indicating the nature of your complaint.
  
  Email us directly at ***********************************************************************. All emails receive a response, and all complaints are handled in the order they are received.
  
  Our Web Chat team is also available Monday through Friday from 5am to 7pm (PST) to assist passengers by clicking the Chat Now! link - ************************************************
  
  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 were received. Again, thank you for reaching out to us and we look forward to addressing all your concerns directly.     
  
  Sincerely,
  Allegiant *************/Relations Team 

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18632366
  
  I am rejecting this response because:
  I tried few times to call and sent a complaint on 10/31/22, 11/21/22 through the Allegiant air website, through the email and through phone calls! After waiting for 1 hour and ********************************************************************* only through the website I can complain. I tried numerous time to contact Allegiant air with no avail! Not through the phone, not through the website contact us form and not through the email. No one ever got back to me even though I left a phone number and email address. I was told by the representative when the flight was canceled after waiting an hour an a half in the plan, here is a card (enclosed is a copy of it), you will get 2 payment one direct to our bank account $300 or more and one from Allegiant in a form of check and someone will contact us and collected my email and phone number. Not no one contacted us, theres no one to talk about this to get it resolved! I demand a check for $500 plus compensation as I lost over $1200 in pay from work, and I had to take Uber home and to the airport the next day! Please settle this claim here only via bbb as I tried all other avenues with no avail at all!!! Thank you! 
  Sincerely,
  
  Avi ******

• Initial Complaint

  Date:01/05/2023

  Type:Billing 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.

  To Whom It May ************ is ***************** where its the second time flying Allegiant. I noticed upon purchasing my second flight, I still have zero points. This is not acceptable.

  Business Response

  Date: 01/29/2023

  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. There are several ways to contact us directly to address your concerns:
  
  Call our ************* Team at **************. Our team is available to assist you 24/7. Please note, wait times may be lengthy during peak times (5:00 A.M. 8:00 P.M. P.S.T).
  
  We may be emailed through our website at www.allegiantair.com/customer-request-assistance. Simply complete the form indicating the nature of your complaint.
  
  Email us directly at ***********************************************************************. All emails receive a response, and all complaints are handled in the order they are received.
  
  Our Web Chat team is also available Monday through Friday from 5am to 7pm (PST) to assist passengers by clicking the Chat Now! link - ************************************************
  
  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 were received. Again, thank you for reaching out to us and we look forward to addressing all your concerns directly.     
  
  Sincerely,
  Allegiant *************/Relations Team 

• Initial Complaint

  Date:12/21/2022

  Type:Sales and Advertising 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 for my parents to come from ************ to *********** over Christmas. The day my parents get to the airport, we're notified by allegiant that that particular flight hasn't been in service for MONTHS. They never notified the booking company AND you could still book that flight through THEIR website. Literally they never took the flight down, and you could still book it. My parents ended up having to go home and book through another airline for the next day. Costing them an extra $1000, and losing a day of their vacation, and a ton of added stress. The company that operates on behalf of Allegiant at their home airport basically said, "You're screwed. Good luck." Tomorrow there are blizzards sweeping in. Hoping they're able to make it out here at all for Xmas.

  Business Response

  Date: 12/30/2022

  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. There are several ways to contact us directly to address your concerns:
  
  Call our ************* Team at **************. Our team is available to assist you 24/7. Please note, wait times may be lengthy during peak times (5:00 A.M. 8:00 P.M. P.S.T).
  
  We may be emailed through our website at www.allegiantair.com/customer-request-assistance. Simply complete the form indicating the nature of your complaint.
  
  Email us directly at ***********************************************************************. All emails receive a response, and all complaints are handled in the order they are received.
  
  Our Web Chat team is also available Monday through Friday from 5am to 7pm (PST) to assist passengers by clicking the Chat Now! link - ************************************************
  
  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 were received. Again, thank you for reaching out to us and we look forward to addressing all your concerns directly.     
  
  Sincerely,
  Allegiant *************/Relations Team 

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18619140
  
  I am rejecting this response because:

  Your team did nothing to rectify or resolve the issue. They just passed the buck in a different direction. You were falsely advertising a flight path you no longer served. My parents booked it, showed up at the airport, lost a day of vacation, spent an extra $1000 to get tickets out. And all Allegiant did is say we'll refund you. 

  I believe a flight credit is in order, otherwise I'd be happy to contact small claims court to resolve the issue with AllegiantAir and their inaccurate, false, and careless website listings. 

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

  Business Response

  Date: 01/26/2023

  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. There are several ways to contact us directly to address your concerns:
  
  Call our ************* Team at **************. Our team is available to assist you 24/7. Please note, wait times may be lengthy during peak times (5:00 A.M. 8:00 P.M. P.S.T).
  
  We may be emailed through our website at www.allegiantair.com/customer-request-assistance. Simply complete the form indicating the nature of your complaint.
  
  Email us directly at ***********************************************************************. All emails receive a response, and all complaints are handled in the order they are received.
  
  Our Web Chat team is also available Monday through Friday from 5am to 7pm (PST) to assist passengers by clicking the Chat Now! link - ************************************************
  
  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 were received. Again, thank you for reaching out to us and we look forward to addressing all your concerns directly.     
  
  Sincerely,
  Allegiant *************/Relations Team 

• Initial Complaint

  Date:12/21/2022

  Type:Sales and Advertising 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's website lures customers into applying for a **** of America credit card by asking them "Would you like to save $100 on this trip?" Sounds like a good deal, but not only did I not get a $100 credit toward my trip on my first bill, but by the time I got the bill paid it cost me $100 in fees and interest. I have several active credit cards that are set up to pay the full balance monthly and I would have used one of these to buy the flight if my task of arranging travel had not been interrupted. The Allegiant card charges the annual fee upfront. Their late fee is punitive and their interest rate is usuary. Why is there no protection for the consumer with these sly and valueless offers?

  Business Response

  Date: 12/30/2022

  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. There are several ways to contact us directly to address your concerns:
  
  Call our ************* Team at **************. Our team is available to assist you 24/7. Please note, wait times may be lengthy during peak times (5:00 A.M. 8:00 P.M. P.S.T).
  
  We may be emailed through our website at www.allegiantair.com/customer-request-assistance. Simply complete the form indicating the nature of your complaint.
  
  Email us directly at ***********************************************************************. All emails receive a response, and all complaints are handled in the order they are received.
  
  Our Web Chat team is also available Monday through Friday from 5am to 7pm (PST) to assist passengers by clicking the Chat Now! link - ************************************************
  
  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 were received. Again, thank you for reaching out to us and we look forward to addressing all your concerns directly.     
  
  Sincerely,
  Allegiant *************/Relations Team 

• Initial Complaint

  Date:12/19/2022

  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 purchased an airline ticket for a one-way flight from allegiant Airlines flying out of ***************************** airport leaving 12/18 at 9:42 am. I arrive to the airport well over an hour before my flight but their phone app blocked me from checking in. I was told to go check in at the desk. The 3 ladies behind the counter tell me that because it is less than an hour before the flight. At this point, they cannot print me a boarding pass and that Im basically gonna miss my flight and theres nothing I can do about it theres nothing they can do about it theyre not willing to help me, and then he said to get angry at me and laugh at me when Im upset because I just spent $150 in automobile fare to get from ************ ******* down to ******* to catch a flight so I can go pick up a car that I recently purchased. Like who in their right mind would not be upset when they bought a ticket, arrive at the airport more than an hour before the flight and have not even given a chance to get through security and not even given a boarding pass and told that the airline at the airport cannot print a boarding pass and then Ive heard some some tall tales of my time, but that was pretty ridiculous and infuriating. I mean, if you can only imagine what it feels like to to go through what I went through to not even get a boarding pass and then as Im sitting there with no boarding pass, I see I couldve boarded. Yeah I couldve been through security 2 to 3 times when I was already sitting on the curb waiting for my friend who has already driven well over an hour and change back to home for to turn around to come back and pick me up which cost me again another $80 in cab fare all in all I paid allegiant airlines close to $500 will not all to allegiant airlines but $150 to allegiant and a good amount of money as far as taxes and a ride down to get to ******* so I can go get a car I purchased. to be told that too bad. Their phone number 2 + hr hold times. Called me a no show. SCAM!!

  Business Response

  Date: 12/30/2022

  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. There are several ways to contact us directly to address your concerns:
  
  Call our ************* Team at **************. Our team is available to assist you 24/7. Please note, wait times may be lengthy during peak times (5:00 A.M. 8:00 P.M. P.S.T).
  
  We may be emailed through our website at www.allegiantair.com/customer-request-assistance. Simply complete the form indicating the nature of your complaint.
  
  Email us directly at ***********************************************************************. All emails receive a response, and all complaints are handled in the order they are received.
  
  Our Web Chat team is also available Monday through Friday from 5am to 7pm (PST) to assist passengers by clicking the Chat Now! link - ************************************************
  
  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 were received. Again, thank you for reaching out to us and we look forward to addressing all your concerns directly.     
  
  Sincerely,
  Allegiant *************/Relations Team 

• Initial Complaint

  Date:12/19/2022

  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 tickets on 11/18 for spring break 2023. I cancelled the flight prior to 24 hours via their website on 11/19 and have screen shots of the amounts and time frame to receive a refund is **** days. As of 12/5 I had not received a refund and contacted them via their online form. A response was received on 12/8 but they indicated that the information I submitted did not match their records. I provided more information and as of 12/18 have not received a refund or response. I sent another email today as their online chat is not available and their wait time is 2 hours. They owe me $1,073.10 and now have incurred finance charges from my credit card and I expect they reimburse me for those as well.

  Business Response

  Date: 12/30/2022

  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. There are several ways to contact us directly to address your concerns:
  
  Call our ************* Team at **************. Our team is available to assist you 24/7. Please note, wait times may be lengthy during peak times (5:00 A.M. 8:00 P.M. P.S.T).
  
  We may be emailed through our website at www.allegiantair.com/customer-request-assistance. Simply complete the form indicating the nature of your complaint.
  
  Email us directly at ***********************************************************************. All emails receive a response, and all complaints are handled in the order they are received.
  
  Our Web Chat team is also available Monday through Friday from 5am to 7pm (PST) to assist passengers by clicking the Chat Now! link - ************************************************
  
  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 were received. Again, thank you for reaching out to us and we look forward to addressing all your concerns directly.     
  
  Sincerely,
  Allegiant *************/Relations Team 

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18606453
  
  I am rejecting this response because:

  There is no resolution provided, they just advise how to contact them, which I have done several times already. I have since reached out to esky who is also trying to assist me in obtaining my refund.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/19/2022

  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 11/22/22, I purchased (2) one way tickets for my husband and I from *** to *** for $324.00 but unfortunately my husband couldnt make it. The company offers a refund policy but they make this impossible to obtain. All we were looking for was a voucher to use on a future flight. As of today, they have stolen my money.First, their website malfunctions. Which you click Manage My Trip from my laptop, you are taken to a blank screen. No matter the browser, this happens. There is no way to make changes online. It feels like this is on purpose. This is absolutely useless. Second, they say the alternate way to ask for a refund is to write them a letter. Yes, in 2022, this is how they want you to request a refund/voucher for flight cancellation/modification. Another sign they want to make it impossible.Third, you cannot make the modification in person at the airport which I tried to do but you can call. Their phone number is hidden on their website. You have to ****** their phone number just to find it. The first time I called on 12/8/22, they said my wait time was 4hrs. I waited on hold for 1hr 15 min before hanging up. No one has 4hrs to wait. Again, what they claim to offer you is actually unobtainable on purpose.When I called again today 12/16/22, they said the wait time was 2 hrs. Unbelievable! There has to be another way to support your customers. Otherwise they just want to steal your money.This is unfair business practices and fraudulent. I would like the voucher that is offered in their refund policy.

  Business Response

  Date: 12/30/2022

  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. There are several ways to contact us directly to address your concerns:
  
  Call our ************* Team at **************. Our team is available to assist you 24/7. Please note, wait times may be lengthy during peak times (5:00 A.M. 8:00 P.M. P.S.T).
  
  We may be emailed through our website at www.allegiantair.com/customer-request-assistance. Simply complete the form indicating the nature of your complaint.
  
  Email us directly at ***********************************************************************. All emails receive a response, and all complaints are handled in the order they are received.
  
  Our Web Chat team is also available Monday through Friday from 5am to 7pm (PST) to assist passengers by clicking the Chat Now! link - ************************************************
  
  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 were received. Again, thank you for reaching out to us and we look forward to addressing all your concerns directly.     
  
  Sincerely,
  Allegiant *************/Relations Team