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:09/07/2022

  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.

  Bought & paid for a seat that I was unable to take full advantage of. There were several empty seats in front of me that were unoccupied and they refused to allow me to move. I have sent two emails to customer service regarding this issue and have been totally ignored. Unacceptable.

  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:09/07/2022

  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.

  I flew from *********, ** to *****, ** via Allegiant Airlines on June 13th, 2022. I wrote to the company shortly after returning home with my complaints via ******** and Instagram messenger, and months later I've not gotten so much as an acknowledgement. I'll try to sum this up best I can within the text limit. We experience number gate changes and a terminal change on our trip. The first gate change was minutes before boarding. We thought this was a win because the gate we moved to actually had a plane. Nope. 45 mins past boarding time and into take off time, Allegiant was refusing to acknowledge we were delayed. In fact, the gate agent said we were still departing on time. When boarding hadn't even started at take off time. An hour or so past boarding, it was finally a delay with a gate change. An elderly passenger tried to inquire about what was happening and the gate agent rudely told her to check her phone. During the time we "we're delayed" 4 Allegiant employees, Including 2 pilots were standing at the gate, goofing off and ignoring the passengers. We had more delays and gate changes. Then finally a terminal change, where we once again were delayed (Well, late taking off, NOT delayed according to Allegiant.) The straw that broke the camels back for me was when the flight attendant skipped me for in air snacks. I put my hand up and made eye contact and she turned around and left. Never have I ever had such a terrible experience with an airline. After all the fees they tack on to choose your seat and take basic luggage, this was the most uncomfortable experience imaginable. Being late getting home also caused us to miss college deadlines.

  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:09/06/2022

  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.

  Booked travel on 11/27/2021 for round trip flight from *********************************** to ******************************************************************. Confirmation number BJV7D4 with flight numbers **** departing *** on 2/19/2022 to *** with return flight **** Departing *** 2/25/2022 to IAG. Morning of travel flight **** was cancelled once at the Gate. We were informed that another flight could be booked at no charge. We then booked flight **** departing ******************* on 2/25/2022 for $1,372.00 confirmation number BPP7DK. We have not received a refund for the rebooked flight or the original flight. We have reached out via phone and spent hours on hold without reaching a representative and also online requesting refund.

  Customer Answer

  Date: 09/09/2022

  ***Document Attached***
  Emails with Customer Support
  See Attachment/File: ******************** Email History.pdf

  Customer Answer

  Date: 09/09/2022

  ***Document Attached***
  More emails.
  See Attachment/File: Allegiant 1st email.pdf

  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:09/04/2022

  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.

  I purchased 5 airline tickets on the phone with Allegiant Airlines July 31, 2021 for a trip to ************, ** in August 2021. 3 out of 5 of the travelers tested positive for COVID-19 and were unable to go. The airline sent an email canceling the original flight and giving me 3 vouchers. They would be able to use the vouchers within 1 year, which is August 2022. When my family went to make reservations this summer in July for flights with the vouchers, there was a lot of confusion and we were getting the run around. After calling repeatedly and demanding a supervisor, I found out I was scammed. I was told by an Allegiant Airline employee that when the tickets were canceled, someone scammed us and used the vouchers. The 2 tickets that were used were not even in our names, so they were surprised we were able to fly in August 2021. Allegiant aims they never received this money. The total purchase was $1585.00 which my bank, ***** Fargo authorized. I immediately contacted ***** Fargo and filed a claim to get my money. They also have been giving me the run around. I have 2 different letters, stating 2 different reasons why they will not return my money. This is unacceptable. I cannot file a claim within 90 days when I do not know fraud has been committed. Both Allegiant Airlines and ***** Fargo have dropped the ball and owe me my money. I trusted my bank, and if they authorized a transaction of fraud, they are responsible. The charge on my account says someone other than Allegiant. I did not go through a 3rd party or try to get a discount. I did nothing wrong. The most recent letter from ***** Fargo states myself or someone I gave permission to purchased the tickets. Meanwhile they temporarily credited my $1585 to my account to shut me up. Now they are telling me they are taking it back. I need my money. I have to repay the parties that lost their money. This is unfair, illegal and unjust. Please help me resolve this and get my money back. I have attached receipt emails

  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:09/02/2022

  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.

  A flight on July 23rd, 2022 should have landed at **** pm....instead it landed at 200 am the next day! Wouldn't have been such a big deal except we lost a whole day of visiting with family we haven't seen in a year! Wouldn't have been such a big deal except it was a delay due to GASSING the plane...which should have been done BEFORE the flight! Wouldn't have been such a big deal if the airline had responded to TWO attempts to reach them for acknowledgement. All the while, family is stuck in airport that rolls up its carpets and locks all doors at 11 pm....No access to food or drink...just stuck...Just want an acknowledgement from an airline that we've flown for years that they SCREWED UP!! Would like a refund of some 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:09/02/2022

  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.

  I booked 5 round trip tickets from ********, **** to ******, *******. After hours of waiting and delays, the airline cancelled our flight. The attendant said we could get a full refund. I went to the counter, told the person there that I wanted a full refund. She said okay and that it would be credited to the credit card I used. I left and went home.The flight was cancelled on July 17th, 2022. I kept checking my credit card statement but the airlines has not refunded me as promised. I have gone to their website and filled out their form to costumer service for help with this matter...twice...and I still have not heard back. I still have not received the full refund I was promised. My flight confirmation #BYPKJZ.Total paid $1443.50 USDFlight #****

  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: 18115386
  
  I am rejecting this response because:
  
  I have emailed and filled out Allegiant Airs method of contact. However, I have NOT received ANY response or resolution from Allegiant Air.  I feel completely ripped off and ignored by Allegiant.

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

  Business Response

  Date: 12/03/2022

  We regret any dissatisfaction and we thank you for your patience as we respond to all emails in the order in which they were received. 

• Initial Complaint

  Date:08/31/2022

  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.

  Allegiant Air refused to provide a refund for this flight due to hurricane development and refused to connect me to a supervisor to speak to someone about this. Safety and imminent danger possible is the reason for cancelling and Allegiant gave me a voucher rather than a refund and this is unacceptable along with the customer service and tone of the agents. ******************** has frequently had concerns regarding ethics and practice and previously falsely delayed a flight and then departed early due to overbooking and had several difficulties to have this amended and I need this flight refunded immediately because no service is provided due to safety. I am extremely displeased with Allegiant's service and customer service and "****" whom I spoke to today via chat around 9;15 am 08/31/22 was the worst customer service agent possibly and I want all of these concerns addressed. **** refused to allow me to speak to a supervisor and refused to acknowledge my concerns properly and even belittled and talked down to me via chat. Allegiant has major improvements to make and I want action taken and mediation for this issue.

  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:08/30/2022

  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.

  I purchased round trip tickets from ashville ** to ************* ***. Departure on 6/17/22 return on 6/24/22. We got to the airport at 6pm to find out the flight was canceled and not being rescheduled for at least 4 days. There were no other flights leaving *************, miami or samford for at least 3 days. I contacted **** the agent with alligent who promised me a financial refund of $400 not a voucher. I don't want a voucher bc this is the third time alligent has done this to me. I'll never fly with them again. I had 3 more nights in a hotel, food and had to finally rent a car to drive 14 hours. Me and my wife missed two days of work. We had our two kids with us as well so we're out a couple thousand dollars. Alligent hasn't reached out to me after i've made over 20 phone calls and text messages. I've been told multiple times that the refund has been processed but it has not. I've been to the bank several times to check on that as well. No remorse no customer service. Probably one of the top 3 worst companies i've ever dealt with. Won't call back, won't respond to text messages. Horrible. Let me rephrase that, **** responses every 10th text and says it's been taken care of but that's not true.

  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:08/25/2022

  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 Sunday, July 3rd my wife and I were do to fly home from ********* and our flight (confirmation flight #BRFC7G) was cancelled for reasons we do not know. So we had to sleep in the airport overnight for our early morning flight the next morning. Allegiant did promise us a one time payment of $250 through Paynuver (Refund # *******) that I did fill out with required info for check to be mailed. This was due to be received within 10 days, and as of today we have not seen our check. After 4 emails and nothing but auto generated emails as replies I figured I would take the next step on Allegiant honoring there payment.

  Customer Answer

  Date: 09/12/2022

  I have not received or heard from Allegiant Air about my refund.

  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:08/22/2022

  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.

  My flight **** from San Diego, CA to Pasco, WA on 06/13/2022 was cancelled by Allegiant Air at the time of departure, and Allegiant Air has not responded to my repeated requests (via phone & email) for a refund for the cancelled flight. I received a cancellation notice from Allegiant on 06/13/2022 (see attached file) that noted "Allegiant would automatically issue a full refund within the next 72 hours and email me." In addition the cancellation notice stated: "Those with reservations purchased from Allegiant with a hotel or auto must contact our customer care service center for assistance." Since I booked a rental car with ********** through /Allegiant when I made the flight reservation, I made repeated attempts to call customer care service and was placed on hold for hours. I was never able to speak with an agent. I have sent Allegiant several emails through their website and received a "boilerplate" response on 6/20/22 (see attached file) acknowledging receipt of my request and noting that they would be in touch soon. I have not received any response to my request. I informed Allegiant that the ********** invoice for the rental car was paid in full and I would provide them a copy if requested. I have also attached the file containing the ********** invoice.