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:09/26/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a trip in July for October 30 - Nov 3 that includes airlines fees, hotel and car rental. Last week, I was advised that my daughter has Diabetes, and I don't feel comfortable being gone for the next few months until her glucose stabilizes.I have tried multiple times to reach them through customer services only to be told the wait is over an hour. Although their website says I can cancel on the Allegiant website, when I select cancel trip, it says I need to call customer service. I sent them an email two days ago and requesting the same and have not had a response.This is well over $1,900 trip and I want the trip cancelled with a credit or a complete refund. You should not run a business this way!

  Business Response

  Date: 11/05/2022

  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 - https://www.allegiantair.com/contactus
  
  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: 11/07/2022

   
  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.  I did manage to get a human on the phone about two weeks ago who cancelled the trip for me and gave me an emailed credit certificate for future travel.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 3 round trip tickets from Allegiant on 4/30/21, conf. #B4L6YG for departure from BLV on Aug 19, 21 to LAS for a total of $646.50. Due to covid rising I called Allegiant and spoke with a rep and got the tickets extended until April 29, 22 at that time I asked the rep to change my email address to *************** I was told it was taken care of and that the tickets were converted into vouchers #CRA016-5369-32DC-42E7 = $258.00, CR9D2D-2AE6-48EA-6357 = $192.00, CRA902-AAF9-4F85-0D41 = $196.50 for a total of $646.50. On January 21, 22 I called Allegiant back and spoke with a rep to get the vouchers extended again due to Covid the vouchers were extended until April 29, 23 when the rep confirmed my email address I learned that the rep from Aug 19, 21 didn't change my email address as I asked them to so I asked this rep to please update my email to *************** it was told it was taken care of. I was checking my account on 9/18/22 for an up coming trip and realized that the balance on my account for my vouchers was not correct so I called Allegiant and they stated that my vouchers were used by a third party I told them that I did not use them nor did I authorize anyone to use my vouchers. I asked for information to be provided to me I wanted the travelers name, date of travel, i wanted everything they could provided but Allegiant said they could not provide me with anything because of privacy issues I said what about my privacy, my privacy have been violated this is my account that someone has stolen from and you can't provide me with anything. *** who is part of the management team badge #***** is who I spoke with she converted the remaining voucher over to points so that no one could utilize them. She also asked me about my email which one was correct I told her I should only have one on file I have changed it twice in the past with two different reps. ** the reps would have changed my email in past there would be no problem now Vouchers used 3/30/2022

• Initial Complaint

  Date:09/16/2022

  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.

  AllegiantAir.com - Itinerary #C2HBC9 I paid for the insurance and was unable to fly Allegiant back to **, due to the flight being cancelled, we were offered a voucher, however, it wasn't for a flight to ***********, **, it was a flight to ***********, ** which is 150 miles from our home, and we had no option for a ride home, other than a cab. I immediately called my family in **, who stated there was no tropical storm in ***********, ** (while we were waiting at the airport) and it had barely rained. (the reason the flight was cancelled) NON EXISTENT TROPICAL STORM. We had to be back in **, the next day, as our animals and house setter weren't available, any additional time. The next direct Allegiant flight would have been in a few days, and there wasn't a guarantee we could have got a seat on that flight??? We were forced to fly home the next morning via American Airlines. I haven't gotten any reply from Allegiant, even though, I've sent them 2 e-mails immediately after I got home. I doubt I ever fly back to ******, ** as I was just there to finish up some final business at the courthouse, from when I lived in **. I currently live in ***************, ** and have no reason to go back to **. I would like a refund for my return flight, I was also forced to rent a car for another day, as well as an extra day's hotel, due to the flight being cancelled, then it cost a lot of extra money to fly American Airlines to get home.

  Business Response

  Date: 11/05/2022

  Thank you for reaching out to us through the Better Business Bureau of Southern ******. 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 - https://www.allegiantair.com/contactus
  
  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:09/16/2022

  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.

  The airline cancelled flights. When asking about compensation which we are entitled due based on their policy the initial employee provided conflicting answers about why the compensation was not cash. The employee laughed when we were upset because a family vacation had been impacted. The company did not respond and did not fill refund the amount.

  Business Response

  Date: 11/05/2022

  Thank you for reaching out to us through the Better Business Bureau of Southern ******. 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 - https://www.allegiantair.com/contactus
  
  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:09/16/2022

  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.

  Around August 15, 2022, I filed a complaint with Allegiant Air, ********* about one of their employees intentionally charging me for my carry-one along with my regular luggage. My friends and I were heading back to *******, ** on August 9, 2022. An announcement was made that everyone going to ******* move to the front of the line because our plane was boarding. I placed my large suitcase on the scale and was getting ready to pay when the worker said I need to check my other bag, a carry-on. I told her I was taking it with me. She said I could take it with me once I pay another $50.00. I said if I have to pay why would I take it with me? If I have to pay then she needs to keep it. I paid a total of $100.00 and left since we were in a hurry and some of us (my friends) needed to go to the restroom. When I boarded I saw numerous bags the size of mine in the upper storage without tags which was apparent that they did not have to check them in. To say I can take my bag with me once I pay for it is was a RED FLAG and was not protocol. The purpose of having to pay would be for the airline to keep up with it? I notified Allegiant and received an auto-reply stating that they had received my complaint and someone would contact me. As of today, I have not received a reply.

  Business Response

  Date: 11/05/2022

  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 - https://www.allegiantair.com/contactus
  
  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: 11/10/2022

  Received emails from consumer:

  Complaint: 18115015
  
  I am rejecting this response because:

  From: ********************* <*******************************************>
  Date: Thu, Nov 10, 2022 at 9:28 AM
  Subject: Re: Luggage Overcharge
  To: ********************* <*********************>, ***************************************** <*****************************************>
  Cc: ********************* <********************>, Better Business Bureau <*********************************************>

   

  You are receiving this email because of the 90-minute wait that was stated on the recording today, 11/10/22, when I tried calling to respond to the email below. So I am writing to respond to the email you  about offering a courtesy fee of $36.00 of the $50.00 I paid for a bag that should never have been charged because of its size. I did check in my suitcase which should have been all that was required.

  You mentioned checking my luggage online. I am familiar with checking baggage online because I did so with American when traveling to ********* and using Allegiant as the connecting flight on 08/05/22.

  First of all, it would have been cheaper to do so, therefore most people (including myself) with a computer/phone would do so to save money. However, when I went on your sight to do so, selection was grayed out.

  Mostly important the statement made by the black lady that coerced me to check it, who "said I could take it on board as long as I paid for it first" should not be a policy ir practice of a reputable company. That statement really says as long as you get my money I can do what I want with the bag.

  In summary, I paid $50.00 for my carry-on and I want my $50.00 back; therefore, I will pursue my complaint to receive it. I have two attachments below. (See attached document marked 'Rebuttal')

  
  

  
  

  Respectfully,

  *********************;********************* 

   

  
  

  Sent from Yahoo Mail on Android

  
  

  On Wed, Nov 9, 2022 at 12:08 PM, *********************

  <*********************> wrote:

  Below is the message I sent to Allegiant months ago.
  

  PERSONAL INFO:
  

      ******************************************************************************************************   CONTACT INFO:
  

      ********************************************************** ********,** 38135-1141
  

  
  

      Home Phone:
  

      Daytime Phone: ************
  

  
  

      COMPLAINT INFO:
  

      Airline Code: G4
  

  
  

      Flight Date: 08/09/2022
  

      Flight Itinerary: *********
  

  
  

      Description of Problem/Inquiry/Comment:
  

      I flew on Allegiant Airlines for  the first time in August, 2022  which has left a bitter taste in  my mouth. I was charged an extra  $50.00 for a carry-on bag. I was  told by the female baggage person  that I had to pay for the carry- on. (Note: It was a regular size  Samsonite carry-on with very  little in it since I did no  shopping as planned.) I had  already prepared to pay $50.00 for  my suitcase which was understood.  Both bags were very much under the  required weight. I told her I am  taking my carry-on with me on the  plane. She said I can take it once  I pay $50.00 for it, as a tag was  placed on it. I said I am not  paying for the bag and still keep  up with it. I paid the $100.00 and  left to get to the plane. I had no  time to ask for a  supervisor/manager because the  plane to *******,** was already  boarding. When I got on the plane  numerous people had their untagged  carry-ons with them where they  placed them in the overheads. It  appears no one around me had paid  for a bag then brought it with  them. I feel she knew I could not  debate with her because they had  just announced that those of us  going to ******* to move to the  front of the line to check our  luggage in. A couple of days after  I returned home I contacted  Allegiant. Their auto reply read  someone would contact me which  never happened. I then reached out  to the Better Business Bureau of  ******* who directed me to the *************** BBB.

  Alice  *****,  *********************
  

  
  

  Sent from Yahoo Mail on Android

  -----

  From: ********************* <*******************************************>
  Date: Thu, Nov 10, 2022 at 11:03 AM
  Subject: RE: [EXTERNAL] Re: Luggage Overcharge
  To: <*****************************************>
  Cc: ********************* <*********************>, ********************* <********************>, Better Business Bureau <*********************************************>

  
  There were 7 of us who traveled on August 9th and 4 came home the day or so after. I don't believe this would have happened if we were not in a hurry to board the plane due to an announcement from your company for those going to ******* to move to the front of the line because the plane was boarding early.

  On an other occasion I would have requested a manager to resolve the problem especially since I have never run into a problem when traveling other airlines.
  
  

  Sent from Yahoo Mail on Android

  
  

  On Thu, Nov 10, 2022 at 1:14 PM, System Baggage

  <System.Baggage@allegiantair.com> wrote:

  Good Afternoon,

  Thank you for your response. We apologize for the current hold time. Short staffing and inclement travel conditions have severely impacted our call volume.

  As stated in the previous email, per our Contract of Carriage that was agreed to at the time of booking, carry-on bags are not free of charge; they do come as a purchase. Carry-on bag rates are typically lower if you purchase them prior to checking in. Once you check in, you agree that you are no longer able to make bag modifications. If you do not purchase a bag prior to arriving to the counter or gate, you are subject to the airport bag rate, which is $50 per bag whether it be carry-on or checked. As a courtesy, we have honored the pre-paid carry-on bag rate, but no further exceptions can be provided.

  We understand this is not the answer you were looking for, but it is our final correspondence regarding the matter. If you have any further questions or concerns not pertaining to the final decision disclosed above, please dont hesitate to reach back out.

  Respectfully,

  **************** | System Baggage Coordinator

  Together We Fly

  Allegiant Travel

  P.O. ************************************ 89137

  Fax: ************

  system.baggage@allegiantair.com

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

  Business Response

  Date: 12/03/2022

  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 - https://www.allegiantair.com/contactus
  
  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:09/15/2022

  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.

  The most disgusting customer service I've ever spoke to in my life. I'm being polite and asking where my refund and $200 check that was promised to be shipped to me since I had to stay another day in Texas. Pay 3x the amount to book a new flight, Uber and food expenses for another day, as well as having to book another hotel room. This was the most horrible flight experience of my life as a frequent flier. This flight was 3 almost 4 months ago and I still haven't received my check. Every time I call it takes over an hour to reach someone and they just keep saying they'll send it out when they review the case. I ask to speak to whoever is in charge of these checks and being respectful and not yelling and 2x now they hung up on me and won't transfer me to the **** that handles these check refunds. THESE GUYS ARE A TOTAL SCAM AND I HOPE THEY GET ***** DOWN !!

  Business Response

  Date: 11/05/2022

  Thank you for reaching out to us through the Better Business Bureau of Southern ******. 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 - https://www.allegiantair.com/contactus
  
  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:09/14/2022

  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 passenger ************************* was unable to take his flight due to hospitalizations and health problems. He had previously survived covid but continued to have complications with both his liver and heart. One was only functioning at 20% and the other at 40%. Sadly he has since passed away. I called the day of travel because the website was not allowing me to cancel/refund the ticket due to medical conditions. I would prefer a full refund for the entire total ticket price but will accept a travel voucher in the same amount. Every time I call Allegiant's ***** number I am still on hold for 90+ minutes and it has been this way for years. After holding this long we have missed flights etcetera. The representative I spoke with was very rude and hung up on me. Refusing me to a superior/management. I suggest listening to ****** on the phone call logs. I have been a victim of identity theft and credit card fraud as well. Someone else may have called and was rude but I was not. I tried to explain this to ****** but she would not listen to anything I had to say and told me that she was going to tell me. She basically refused to assist me in any way or even attempt to resolve anything. I have sent multiple emails asking for a refund or voucher and made several phone calls where I waited on hold for extended periods of time. Excessive time has now been wasted on this matter which cannot be compensated for. I have been given the run around to the point of extreme disservice. Please fairly and timely resolve this so it does not have to escalate any further.

  Business Response

  Date: 11/05/2022

  Thank you for reaching out to us through the Better Business Bureau of Southern ******. 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 - https://www.allegiantair.com/contactus
  
  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:09/14/2022

  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.

  We never got refunded for a flight that was cancelled. After several attempts to attempt to contact this airline nothing has been resolved

  Business Response

  Date: 11/05/2022

  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 - https://www.allegiantair.com/contactus
  
  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: 11/09/2022

   
  Complaint: 18115014
  
  I am rejecting this response because: I called the number provided and sat on hold for 4 hours only to be hung up on. This company apparently does not want to help their customers and they do not care about anything, but themselves

  This is an absolute disgrace and I am beyond upset. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/03/2022

  We regret any dissatisfaction and look forward to addressing your concerns directly.

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18115014
  
  I am rejecting this response because: there was no resolution at all. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/13/2022

  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.

  We recently had a terrible experience with allegiant for flight 784. The flight was delayed from 2:20 to 2:44 to 3:05 and then finally to 4:52. When we received knowledge that the flight was delayed until 4:52 we knew we needed to go let our 5 year old a real meal since we had been at the airport for 3 hours anyway. We took our daughter to a restaurant. I had my app notifications on. I received the notifications that they were boarding- this was much earlier than expected for 4:52 departure. We paid and headed back to the gate. By the time we arrived at 4:27 they shut the gate and would not allow us to board. The attendant was rude, had zero compassion and honestly just terrible to work with. She stated that the flight attendant arrived early and that she wouldn't make those people wait for us. She also stated that a orange times means an estimate. While she never made an my announcements that stated this. I don't work for an airline. When it says delayed I assume that means it will be that! They also never updated the app or the board. All we got were bad attitudes and they expected us to know inside rules. We had to switch flights to a different airport that is 80 minutes away from our original destination. We had to rent a car as well. We didn't have a car seat bc it was on our original flight. They said we'd be able to get a loaner from allegiant. That also was a huge disappointment because they called for someone 2 times and no one from Allegiant came up to assist with provided a loaner car seat. This was unacceptable after the treatment we had just received. This company should make this right. We are out an extra 150 dollars due to a lack of communication from the staff onsite. We are not unpleasant or hard to please people but the lack of communication is what caused this issue. I feel we should be reimbursed for our rental car and refunded. took 9 weeks for the company to respond with zero resolution.

  Business Response

  Date: 11/05/2022

  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 - https://www.allegiantair.com/contactus
  
  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: 11/07/2022

   
  Complaint: 18115388
  
  I am rejecting this response because I had already reached out to customer service at ******************** prior to submitted. The response is below:

  
  Thank you for contacting Allegiant. I apologize for the delay in my response as we are handling an influx of inquiries at the moment.
  
  After reviewing your inquiry, our records indicate flight 784 was your outbound flight and it was on time. With additional review, I did find that your return flight 753 was delayed. 
  
  We are extremely disappointed to learn that the service you received from our ************************************************** 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. 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.
  
  We regret to learn that the communication provided during this delay did not meet your expectations. Our airport agents are expected to give regular updates to our passengers with whatever information is available at the time. Our flight alerts are manually updated, and in the event of multiple flight disruptions occurring, there may be a delay to upload this information. We thank you for bringing this matter to our attention so that we may correct and prevent it from reoccurring.
  
  I am so sorry for the inconvenience you experienced due to not being able to take this flight. In the future, please keep in mind that Allegiant recommends all passengers arrive at the airport at least two hours prior to their scheduled flight departure. Please plan to be checked in, through airport security and at the boarding gate at least one hour before departure and onboard 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.
  
  Please note that Allegiant determines compensation on a flight basis and offers consistently per itinerary. Unfortunately, itineraries from flight 753 are not eligible for compensation. For more information regarding federal compensation guidelines, we recommend reviewing consumer fly rights on the **************************** website, at https://www.transportation.gov/airconsumer/fly-rights.  
  
  Thank you for choosing Allegiant, and we hope that you will someday ***** us the opportunity to welcome you back on another flight. Please feel free to contact us if you need any further information.
  
  Regards,
  *******
  
  
  Customer Relations Representative
  *********************************************************************** 
  

   

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

  Business Response

  Date: 12/03/2022

  We regret any dissatisfaction, however. Allegiant's position on the matter has not changed. 

• Initial Complaint

  Date:09/07/2022

  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.

  Flight was delayed by over three and a half hours and was told by the ticket agent that everyone would be getting a ****** travel voucher on future flights. Never received it. Tried talking with their customer service group and they could not help me with this. Reservation # - c4wjcy on 9/3/22.

  Business Response

  Date: 11/05/2022

  Thank you for reaching out to us through the Better Business Bureau of Southern ******. 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 - https://www.allegiantair.com/contactus
  
  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