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:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/16/2025 our flight number 2985 was due to depart *********** at 10:01am. Upon arriving at our gate, we learned that the flight was delayed to 3:31pm supposedly due to weather, but the person at the gate was hopeful that the weather would clear up and we would be able to depart sooner than 3:31. In fact, we were told not to leave the gate because a similar situation had occurred the previous day, and they were able to depart after just 45 minutes of delay. At 9:35am we were told that the weather was clearing and we should be able to depart soon. Then we got an updated departure time of 2:47pm. Then at 11:16am, we were told that the flight crew had timed out, so the flight was again delayed to 5pm. Then at 11:55am, we were told a new flight crew had arrived, so we could depart at 1:21pm. Then at 12:15pm, we were told we were waiting on a pilot so the flight was AGAIN delayed until 5pm. Then, at 4:35am, as we were all waiting to board, we were told the flight was AGAIN delayed to 6:45pm because the pilot still had not shown up. This is utterly and completely unacceptable. I have been an avid flyer for almost 33 years and have never experienced anything like this. This is my first flight with Allegiant, and if this is not rectified then it will most certainly be my last. And you can make sure I will tell all my friends and family about my horrible experience. Since that date, I have been bounced from person to person, email to email, chat bot to chat bot. I am aware of their strategy... they hope I will just give up. Jokes on you, now I'm beyond frustrated and expect even more reimbursement.

  Business Response

  Date: 03/12/2025

  Hello ******,
  
  Thanks for reaching out to Allegiant. I am so sorry for the inconvenience you experienced due to this delay. We absolutely recognize how important it is to get you to your destination on time. Unfortunately, daily operational challenges and weather sometimes interfere with our schedules, with little notice. Please be assured that our top priority is to get each and every one of our passengers to their destination on time, but we will never sacrifice safety to meet an on-time departure or arrival.
  
  Please note that Allegiant determines compensation on a flight basis and offers consistently per itinerary. Unfortunately, itineraries from flight 2985 are not eligible for compensation. For more information regarding federal compensation guidelines, we recommend reviewing consumer fly rights on the **************************** website, at *****************************************************************;
  
  Thanks for choosing Allegiant.
  -*****

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23010301
  
  I am rejecting this response because: The reasons for the delay(s) in the flight were within Allegiant's control (i.e., flight crew timed out, no pilot, waiting for a pilot) and not an act of God (i.e., weather). Expenses accrued while at the airport for the unexpected 9 extra hours and I expect to be compensated for those, at the very minimum.  
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 04/09/2025

  Hello ******,

  We are sorry if the outcome of your complaint did not meet your expectations.  While I completely empathize with your inconveniences and experience, the answer remains the same, compensation cannot be provided for February 16, flight #****. Compensation is solely based on the flight and this flight was not eligible for any compensation.  As a result, compensation, including expense reimbursement, cannot be provided for any passenger affected by this flight under any circumstances.  We understand that this was an unsatisfactory experience for you; however, all passengers have the option to change to any Allegiant flight at no cost or cancel their ticket for a refund should a flight disruption be unacceptable to them.  Allegiant's flight times was never guaranteed; therefore, we are not liable for any damages or incidental expenses due to a failure to operate as scheduled. This is disclosed within Allegiants Contract of Carriage that was acknowledged when this trip was booked.  This is aligned with the Department of Transportation (***) who regulate all airline carriers and recognizes that no airline carrier guarantees their flight times as they all have delays which can be difficult to predict and often beyond an airlines control.  Therefore, per the **** passengers are not entitled to any type of compensation due to a dissatisfactory experience and/or a flight disruption. For more information, please refer to ****************************** and ********************************************************************;

  I realize that this may remain unsatisfactory to you; however this is Allegiant's policy which coincides with the federal regulations of the *** along with our Contract of Carriage.  This will be the final response regarding this matter from Allegiant through the BBB.

  ******
  Allegiant BBB
  ***********************************************************************
  
  

   

• Initial Complaint

  Date:03/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Allegiant, after we were dropped off at the airport, delayed, and then later cancelled our flight from *********, ** to ********, ** on Feb 16, 2025. When gate and ticketing agents were asked about this, they could not access a ticketing system, but could only give use (and everyone else) a customer service phone number. We had to find a flight as they did not offer lodging, or other transportation. When we got home we found that they refunded the amount of the original ticket, and asked us to fill another form to get other compensation. - They claim weather...there were some storms on radar that moved through, but on all of our subsequent flights (that same night) there was no weather...it was enough for a delay at most...not cancellation.- We incurred over $900 of additional costs to get home between increased flight costs and a shuttle that got us home at 3AM.When we ask them about it, they assert that they cannot do anything about it. When we have flown on other airlines, we get actual customer service when they s**** up.

  Business Response

  Date: 03/26/2025

  Hello ****,

  Thank you for contacting Allegiant. I am so sorry for the inconvenience you experienced due to this cancellation. We absolutely recognize how important it is to get you to your destination on time. Unfortunately, daily operational challenges and weather sometimes interfere with our schedules, with little notice. Please be assured that our top priority is to get each and every one of our passengers to their destination on time, but we will never sacrifice safety to meet an on-time departure or arrival.
  
  Please note that Allegiant determines compensation on a flight basis and offers consistently per itinerary. Unfortunately, itineraries from flight #**** are not eligible for compensation. For more information regarding federal compensation guidelines, we recommend reviewing consumer fly rights on the **************************** website, at ***********************************************************;

  
  Best,
  Ruby | Customer Relations Representative

   

   

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23003797
  
  I am rejecting this response because:

  The operations activities were the damaging part. Due to a) your on site team having no access to reservations and b) there being NO way to reach a real person, even after being on hold for 2 hours, we missed two flights (one Allegiant and  one American that would have saved us hundreds of dollars  it was not the weather it was inept, poor business practices that take advantage of budget travelers to fatten your wallets . Furthermore, by waiting until the last minute to announce that the flight was cancelled after stringing the passengers along with multiple delays, you prevented us from driving back to ********* and getting a flight from there . Oh, and when flying into ********* and then *****, there was no weather to prevent a flight.

  Dont blame poor management on the weather or Federal guidelines.

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

  Business Response

  Date: 04/29/2025

  Hi there,

  Thank you for contacting Allegiant.

  I am very sorry for any inconvenience the delay has caused you. As a carrier, we make a continuous effort with every departure and arrival to try and abide by the schedule we originally plan for. We understand that a delay may interfere with plans that you had. However, your safety is always a priority, and we would not compromise that under any circumstances. 

  We are also extremely disappointed to learn that the service you received from our agents 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 hope you will grant us the opportunity to provide a more pleasant travel experience the next time you fly. Please feel free to contact us if you require further assistance.
  Best Regards,
  Azalia | Customer Relations Representative 

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flew Oct 2 to FT. ***** to return Oct. 15 - Hurricane ****** to arrive - attempt #1 to fly home was cancelled, Oct 7. Second attempt Oct. 9, was cancelled and airport closed. First attempt I received a voucher. Second attempt charged around $577 to ******* and then$ approx. $275 to *********. Original flight was a non stop - #2 was actually two trips - from Ft. M. to ******* and from ******* to **** Two customers. 84 and 78 years of age. I requested a refund not a voucher because of age. Was told approx. 10 different times was ok and info sent to someone in the company who would do that refund. Nothing. I did receive a text message on Oct 25 stating it would be taken care of and it has not. Still waiting for a cash refund.

  Business Response

  Date: 03/12/2025

  Hello,
  
  Thank you for reaching out to us through the Better Business Bureau of ***************. Allegiant strives to provide an excellent experience for all our customers and sincerely regrets you had a less than positive experience.Allegiant does not respond to specific passenger complaints through the BBB platform. Please reach out to us directly to address your concerns:
  
  To speak with a ************* representative, please call us at **************. We are available 24/7, 7 days a week.
  
  You may also email us through our website at ****************************************************************************************. Simply complete the form indicating the nature of your complaint. All emails are replied to in the order received.
  
  Our Live Chat is also available Monday through Friday from 5 AM to 6 PM (PST) to assist passengers. Please visit us here- ************************************************
  
  If you have a concern about your baggage, please email our Baggage Team directly at *******************************************************************.
  
  We appreciate your patience as we respond to all emails in the order in which they are received. Again, thank you for reaching out to us and we look forward to addressing all your concerns directly.
  
  Sincerely,
  Allegiant Customer Relations Team

• Initial Complaint

  Date:03/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was at the airline checked in and passed security check, my daughter started to gag so I rushed her to the bathroom upon getting to be bathroom there was a long line so I was forced to go down stairs, I returned back upstairs had to go back through security check and this time my daughters boarding passed disappeared I was told to step aside and go down stairs the line was long and that caused me to miss my flight all because of the app where boarding pass was stored showed errors I was then told to call Allegiant air so I did constantly to no avail numerous hours on hold and no return call back!! I called at 11:00 stayed on hold a whole hour spoke to someone and was told there is nothing they can do! I spoke with *** at the airport and they said they couldnt do anything that is not fair and after reviewing the reviews on line I see Im not the only one that has experienced this! I was left stranded in ******* with no enough cash on hand to book another flight! No one should be treated this way seems a little off that my luggage boarded the plane but I didnt I arrived on time and due to the airport being under construction that has caused an inconvenience with the restrooms! I boarded a plane out of ********** with no problems only thing different is I paid for my boarding pass thought I was save money by downloading it this time but that was not the case I lost out big and still cant get home!

  Business Response

  Date: 03/12/2025

  Hello Shinteria,

  Thank you for contacting Allegiant. We thank you for your patience in our response. 
  I am sorry to learn that you were not able to make your flight. Per our Terms and Conditions, Allegiant does not offer refunds or credits for missed flights. For your future knowledge, please keep in mind that Allegiant recommends all passengers arrive at the airport at least two hours prior to scheduled flight departure. Please plan to be checked in, through airport security, and at the boarding gate at least one hour before departure and on board the aircraft at least 20 minutes prior to departure. Boarding will end and aircraft doors will be closed 15 minutes prior to departure. Once the aircraft doors are closed, we are unable to reopen them.
  Upon final review, we have determined that this reservation is ineligible for any reimbursement. This is to maintain consistency with our policies and all of our passengers. For more information on our terms and conditions, please visit *****************************************************************;
  
  Best,
  Ruby | Customer Relations Representative
  

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked our flights to ********* for a 50th birthday present for my wife. We had rooms ($787.81 for 6 nights), tickets to 2 concerts ($2,020 worth just for tickets) and of course our flight cost which were around $400 for us both. Almost $3,200 into a trip. Allegiant send us a message yesterday that our tickets had been cancelled with no reason given. We go in today and look and they moved all there dates around so we would now have to leave 2 day's earlier and come home one day later. They knew they were changing dates so why let people log in and book that far out. So if I was to guess it's probably another $1,500, because Allegiant can do whatever they want and we pay the price for it? Also our tickets for Allegiant went up a lot as well(another $400). How can someone just cancel a flight with no reasoning and move dates of travel, raise the rates so know we have to pay more? We know have to change rooms if possible or lose the tickets to ***** *******. Are they responsible for our 3 extra nights? Are they responsible for my tickets I bought? Are they responsible for the extra money our tickets costs to fly? Also this isn't the first time this has happened to us. Also did same thing to us a few years ago flying into ************. Just cancelled our flight for no reason and we had to drive to ******** to get out and lost a day of vacation. Aren't there ANY regulations on these company's?

  Business Response

  Date: 03/26/2025

  Hello ****,
  
  Thank you for contacting Allegiant, I hope youre having a great day!

  Allegiant, as well as other airlines, reschedule aircraft and flights to provide the most efficient operation. There are many reasons for schedule changes including, but not limited to aircraft availability, route changes, service to new markets,airport curfews, crew resources, or airport availability. I apologize for the inconvenience. We understand that a schedule change may interfere with your travel plans, so if you would like to change your flight arrangement, we can do so at no cost. You may also cancel for full reimbursement if you no longer wish to travel.

  As we provide notice more than 24 hours in advance for all operational schedule changes, we do not offer any additional compensation for the inconvenience. However, you have the options to change or cancel available to you all the way up until the day of your *********, if you need more time to think about it, please feel free!

  If the newly scheduled departure is not satisfactory, you can make a one-time change to another Allegiant flight free of charge. If you no longer wish to travel, you may contact us for a full refund or credit voucher for your reservation. To change or cancel your reservation, please contact our ******************** at ************.  

  ****** | Customer Relations
  ************   *************************************************************

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  am filing a complaint against Allegiant Air for failing to issue a full refund after canceling my return flight without providing a reasonable alternative.I booked a round-trip ticket from ******, ** (EUG) to *********, ** (SNA) with Allegiant. The outbound flight (Flight 1598 on 2/20/25) operated as scheduled, but the return flight (Flight 1602 on 2/23/25) was delayed four times and ultimately canceled after a five-hour wait at the airport with no valid explanation.Allegiant:Did not provide a reasonable alternativethe next available flight was three days later (2/26/25), which was not an option.Refused to refund my full fare, only issuing a partial refund of $187.Offered no compensation for additional expenses (new flight, hotel, transportation, food).Provided poor customer service, leaving passengers stranded with no assistance.Since no reasonable alternative was provided, Allegiant is required under DOT regulations to issue a full refund. Had I known my return flight would be canceled, I would have never taken this trip.I was forced to book a new flight with another airline ($496.36) and pay for additional transportation ($76.77), hotel ($73.12), food ($64.70), and parking fees ($52.00). I have attached receipts for these costs.Allegiants Contract of Carriage states that passengers are eligible for a refund when a flight is canceled, and no reasonable alternative is provided. However, they continue to deny my request.Desired Resolution:1.A full refund of my entire trip since Allegiant failed to fulfill their obligation.2.Reimbursement for my out-of-pocket expenses totaling $763.95.I am requesting BBBs assistance in ensuring Allegiant follows federal refund regulations and compensates me accordingly.

  Business Response

  Date: 03/12/2025

  Hello,
  
  Thank you for reaching out to us through the Better Business Bureau of ***************. Allegiant strives to provide an excellent experience for all our customers and sincerely regrets you had a less than positive experience.Allegiant does not respond to specific passenger complaints through the BBB platform. Please reach out to us directly to address your concerns:
  
  To speak with a ************* representative, please call us at **************. We are available 24/7, 7 days a week.
  
  You may also email us through our website at ****************************************************************************************. Simply complete the form indicating the nature of your complaint. All emails are replied to in the order received.
  
  Our Live Chat is also available Monday through Friday from 5 AM to 6 PM (PST) to assist passengers. Please visit us here- ************************************************
  
  If you have a concern about your baggage, please email our Baggage Team directly at *******************************************************************.
  
  We appreciate your patience as we respond to all emails in the order in which they are received. Again, thank you for reaching out to us and we look forward to addressing all your concerns directly.
  
  Sincerely,
  Allegiant Customer Relations Team
  

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to bring my families experience to light from 2/16/25 & 2/17/25 from *********** ** to ***************. Our original flight was scheduled to leave 2/16/25 @ 1030. This was delayed due to inclement weather. We were encouraged not to leave the airport due to possible boarding at any time. Around 1130 we were told we would be boarding for noon.. which never happened. At 3pm our flight was rescheduled for 2/17/25 at 0930 am. We watched other planes come and go that day. Earlier in the day I asked if I needed to make other travel arrangements and was assured we would be flown out on the 16th. Was the weather bad this day? YES. frustrating but understanding. At 0930am on 2/17 our new take off time) our plane was at ****** which needed to move to ****** we were told because the warmer was not available for that gate. Should this have been done before take off time? One would think. This didnt happen until after our scheduled time to leave. Boarding finally started around 1015am. How exciting we could still make our cruise! We were told to use the restroom before boarding because the bathroom was not functioning. Once we were boarded the pilot informed us that we missed our 1000am slot given by air traffic control and was rescheduled until 7pm that night but maybe would get a slot for 11am. We sat there forever as the plane warmed then was announced that our luggage never made it on the plane and that needed to be done still. After that the plane needed to be de-iced and took forever, needing to be refilled half way through.. taking extra time. By the time this was all done we sat on the runway for over three hours. In the mean time we watched a flight to ******* take off that was scheduled after ours for Monday. Allegiant will not do anything as this is all considered weather related issues and out of their control These flights cost ***** for four people not including 300 in luggage and 100 in seat selections. Missed our cruise and out $ for new plans. 

  Business Response

  Date: 03/26/2025

  Hello,

  Thank you for reaching out to us through the Better Business Bureau of ***************. Allegiant strives to provide an excellent experience for all our customers and sincerely regrets you had a less than positive experience. Allegiant does not respond to specific passenger complaints through the BBB platform. Please reach out to us directly to address your concerns:

  
  To speak with a ************* representative,please call us at **************. We are available 24/7, 7 days a week. 
  
  You may also email us through our website at ****************************************************************************************. Simply complete the form indicating the nature of your complaint. All emails are replied to in the order received.
  
  Our Live Chat is also available Monday through Friday from 5 AM to 6 PM (PST) to assist passengers. Please visit us here-************************************************
  
  We appreciate your patience as we respond to all emails in the order in which they are received. Again, thank you for reaching out to us and we look forward to addressing all your concerns directly.    
  
  Sincerely,
  Allegiant Customer Relations Team 

• Initial Complaint

  Date:02/26/2025

  Type:Billing 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 flew on 2/9/25. Our confirmation number for the flight is Zclb7k. We ordered one beer and one cheap wine and offered no receipt. When I got home I was reviewing my bank account and noticed we were charged $29 for these two drinks, which is incorrect. Your online menu shows each drink is $9, so was overcharged $11. I would like refunded for this overcharge. I tried to contact Allegiant via chat, the first ***** disconnected out of nowhere after I advised of the situation (*******). The second (*******) advised she would forward the info over and I'd receive a response in 3-5 business days, which has not happened and advised there was no reference number. The third ***** (****) that I spoke with today said there was no record of my conversation so I had to rehash everything and then was told that it would not be 3-5 days but 7-10 for a refund. I advised I hadn't heard any reply on if a refund was even being given, I was trying to get a status and then he provided customer services number. I just want to get this refunded. I shouldn't have to chase this down. This appears to be, based on an internet search, a common problem. (The overcharging) Which is a HUGE issue. Where is this money going?

  Business Response

  Date: 03/01/2025

  Hello *******, 
  
  Thanks for reaching out to Allegiant. We apologize for the inconvenience. We'd be happy to review this for you. Please reply with your first and last name, the last four digits of the credit card used, the amount charged, and the date of the transaction. 
  
  Thanks for choosing Allegiant.
  -*****

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22992137
  

  My response to the businesses last request, 

  ******* ********, husband is ****** ********. I believe it went on the card ending in 3962, if not then it was 4761, our flight was on 2/9/25, which is when the card was charged, and it posted to my bank account on 2/13/25. The screenshot I submitted with my complaint shows the amount charged, which was $29.
  I am rejecting this response because:

  I have not received the refund for my card being overcharged.

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

  Business Response

  Date: 03/11/2025

  Hello *******,

  Thank you for sending us the proof of payment. I sent it to our accounting department for them to review the charges. We will send you an answer after the review is completed.

  Please feel free to contact us if you require further assistance. 
  
  Best Regards,
  **** ****

  ***********************************************************************
  Customer Relations
  
  

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22992137
  
  I am rejecting this response because: I am awaiting to hear further from the business after they submitted it to their accounting dept.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 03/13/2025

  Hello,
  
  Thank you for reaching out to the Better Business Bureau of ***************. Allegiant strives to provide excellent customer experiences and regrets your negative experience.
  
  Allegiant does not respond to passenger complaints through the BBB. Please contact us directly:
  
  Customer Care: Call ************** (available 24/7).
  
  Email: Submit a form at ********************************************************************************. Emails are answered in order received.
  
  Live Chat: Available MondayFriday, 5 AM6 PM (PST) at **************************************************************.
  
  Baggage Issues:Email our team at *******************************************************************.
  Thank you for your patience, and we look forward to addressing your concerns directly.
  
  Sincerely,
  Allegiant Customer Relations Team

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22992137
  
  I am rejecting this response because:

   

  I already reached out to customer service at ******************** via online chat and via text option (texting twice) and got no where.

  Charging people for items they did not purchase is theft and not acceptable. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:02/25/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Jan 24th, 2025. Was in ***************** and provided my disabled veterans documents for the bag fees to be waived. My wife was with me and provided her documents as well to get the bag fees to be waived. I was told that spouses do not get the checked bags waived. I advised that I have been flying Allegiant for 10 years and we have never had a problem and that the policy states spouses are included. Instead of having a civil conversation, the employees at the counter told me that if we did not like it, then we could be placed on there "NO FLY LIST." Of course I was not going to argue with them because I was pushed in a corner with that threat. I asked if anyone, including the managers, if they had a card with a name on it so I can contact Allegiant customer service. I was literally laughed at by 4 employees. They told me they did not need to provide a name or card to customers. I have NEVER been treated like that at ANY business. I know that us veterans don't deserve many of the discounts we get, but it was nice to have bag fees waived. The employees were the most unprofessional people I have ever dealt with, and I work in customer service. Being threatened to never be able to fly again as a way to prevent me from providing the evidence needed to get the bag fees waived is down right despicable.2/24/2025, I spoke with Allegiant customer service and was in contact with ********. I explained the situation and incident at *****. I also explained the 3 hour delay from ******** to *********. Instead of helping me, I was told that it was not their problem and was disconnected. I was literally hung up on by customer service. Not once did I become rude or aggressive.I am not sure what is happening to Allegiant customer service, but there needs to be changes. I have been flying with them for 10 years. This was the last time I will ever fly with them.I am not one to complain, but this just had to be documented.

  Business Response

  Date: 02/28/2025

  Hello ******,

   

  Thank you for letting us know. All of our team members are expected to be professional, respectful, and assist however they can. We truly regret that your experience contrasted with this. 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. 

  Our records indicate that you were able to resolve this matter through a **************** Representative and recived the refund, but we did not want your email to go unacknowledged. This will be our final correspondence from the Customer Relations Team regarding this matter. Should you have any questions that are not related to what we previously discussed, feel free to contact us.

  Thank you for choosing Allegiant,

  ****

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a voucher that your website wont accept. I have tried for amonth. I have sent emails and called Allegiant, but the last wait on hold was over 2 hours. THis is highly unnacceptable. I want my refund.

  Business Response

  Date: 02/28/2025

  Hello, 
  
  Thanks for reaching out to Allegiant. Our records indicate that the voucher was issued in February of 2024 and expired February 19, 2025. The expiration date is the book by and the travel by date, per our terms and conditions. As you reached out after the expiration date, the voucher would no longer be valid. Should you have additional questions, please let us know.

  
  Thanks for choosing Allegiant

  -*****