Complaints

This profile includes complaints for Clear's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Clear

  65 E 55th St Fl 17 New York, NY 10022-3414

• 

  Clear

  85 10th Ave Fl 9 New York, NY 10011-4768

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:07/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was approached by sales *** from Clear and, was given a 'free trial' and was told we'd both get emails to cancel. This didn't happen and they charged the credit card by over $300. Refund the money immediately.

  Customer Answer

  Date: 07/21/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:06/16/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 paid the annual subscription (of $199 per year) for Clear Plus. Today when I tried to use the service at the airport - they were not able to let me in because they couldn't enrol me in with my permanent resident card. When I enrolled this wasn't an issue. So I paid for it but they couldn't provide me any services.

  Customer Answer

  Date: 07/11/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Clear regarding complaint ID ********.
  
  Sincerely,
  
  ***** *** ***
  

• Initial Complaint

  Date:06/11/2025

  Type:Billing 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 was approached by a Clear member at the security line at the airport. She hustled me over to a kiosk and told me that she was going to show me how Clear works. I actually wasn't at all interested but she pressed me saying that it would cost me nothing. She told me that I wouldn't be charged but that she would give me a one time clearance. I was later charged $199 for a service I do not want and will never use. I almost never fly. I am a ********** person. I tried the online chat but no one responded. I tried **************** phone number - interminable wait. My cc company says that I will have to report this charge as fraud and get my card cancelled and a new one issued. As much of a PITA that is I have no other option. I

  Customer Answer

  Date: 06/11/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** **********
  
  
  
   
  
  

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 mother, who recently passed, was diagnosed with cancer, so I was traveling from ** to ** often. One time on my return to **, I was approached by a representative of Clear at *********************************** at ********** late in the afternoon on May 20th, wanting me to try this service out. They assured me that I was not going to get charged one bit, which I was sort of looking to try this service out prior, but heck, if it was going to get me to my flight quicker, I thought why not? I filled out all the things on the kiosk; they wanted me to provide a CC for the initial intake, which I should have seen as a red flag, but I thought, with this being a company at an airport, it should be trustworthy. I did ask multiple times will I would be charged, and they confirmed I would not be. I completed the application and got to my flight quickly, which I was running late for. I was skeptical that during this time, I was not sent one bit of information through any medium, nothing via text, nothing via email, nothing even through postal mail. I then flew back down to *******, but this time I had used LGA, which they don't partner with Clear While I was down in *******, my mother passed away, and on my drive back, which was June 3rd, I saw a notification that Clear charged my credit card for $199. I did not get any email receipt welcoming me, informing me about this program, so I had called up Clear the other day and left a voicemail requesting a call back. It has been a week since I have not heard from them. I am then trying to interact with their interactive chat on their website, which I have spent numerous days waiting for hours for an agent to not show. This company is straight-up scamming its customers by ********** them and not offering them any support to rectify this. I would just want to get refunded the $199 that they illegally took from me, cause I was told that I would need to confirm my subscription yet I never did.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 paid for the CLEAR service , charged to my cc, when I tried to use clear in the airport, I was told my idea would not scan on the CLEAR operating system, which is no issue of mine, I told by the rude nasty Manager at the ********************** **** * My credentials appeared in the CLEAR system, this person, would not allow me in the line for a minor issue, I was told I would have to get out of the line and go thru regular check in * How rude nasty and disrespectful, embarrassing situation* Clear needs to give me my money back*

• Initial Complaint

  Date:06/09/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against CLEAR regarding a membership fee charged for a service I am ineligible to use and did not knowingly complete enrollment for.On December 19th 2024, I attempted to sign up for CLEAR at ********************************************************* while traveling in *****************. During the in-person registration process, CLEAR staff realized I am not a U.S. citizen or permanent resident, and therefore not eligible for the service. As a result, I did not receive the advertised trial benefit of expedited security access. I was under the impression that the registration process was incomplete and no charges would occur.Despite this, I was later charged $199 for a one-year membership, even though I never used the service, was explicitly told I was ineligible, and did not understand that a full subscription had been processed.I have contacted CLEAR customer service to request a refund, but I have received no response. I am now outside *****************, which makes direct resolution more difficult.I respectfully request that the charge is fully refunded, as I could not use the service due to eligibility restrictions and did not knowingly complete enrollment. This situation appears to involve a lack of proper disclosure and possibly an error on the part of CLEAR's in-person enrollment team.

  Customer Answer

  Date: 07/07/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Clear regarding complaint ID ********.

  Additionally, I want to slightly clarify my initial statement. The staff of Clear did let me past the security check line after the approximately 10 minute long application process that got disrupted once they understood I was not a U.S. citizen. Still, I did not receive the trial period benefit, and I was led to understand - through the abruptly ended application process - that applying without U.S. passport would not be possible for the service. Therefore, letting me and my travel companion past the security line felt like make-up for how we had to move from the security check line to apply for the service trial Clear staff had promoted to us and the time the application process took aside the security check line.
  
  Sincerely,
  
  *** ***

  
  

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My card was charged in March for my annual renewal, which should not have happened given that I am a Diamond Elite Skymiles member - my account has been linked for years. This was Clear's mistake, not mine. Upon returning from ****** in mid-April, I was catching up on my card statements, which showed this erroneous charge. I spoke with multiple people who worked at Clear, both at *** and ******* airports (I travel frequently), and they advised that I should reach out online, as that was the best way to resolve the matter given I rarely have time to call and sit on hold with customer service. This may come as a shock, but not everyone has the time to chase after your company for a mistake. So, when I had time, I went online and was routed to your chatbot. Repeatedly, I was left sitting there for long periods of time waiting to connect to a customer service *** until I gave up - the longest I waited was over an hour. I did this every 4-5 days..not once, several times. Finally, I sent an email on Monday, the 19th of May; I got an automated response on Tuesday, the 20th. I did not receive an actual response until 11:00PM on Friday the 23rd - after threatening a chargeback that same day by responding to the automated email - funny how I get nowhere with your company and customer service until I have to threaten to get my credit card issuer involved. The customer service *** stated that because I was outside of the 60 day window, I could not get a refund. This charge never should have occurred in the first place. Putting that on me is not only lazy customer service, but it is ridiculous when your company deals with frequent travelers who probably won't even notice/see an erroneous charge until a minimum of a month later. I made several attempts to contact you, but I still don't understand how any of this is my fault. It was your policy that I met, and you failed to uphold it when you charged my card in the first place. I expect my annual fee refunded, nothing less.

  Customer Answer

  Date: 06/02/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** *******
  
  
  
   
  
  

• Initial Complaint

  Date:05/20/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were offered an easy access to go through the security line in NY back in **********, 2023. "Clear me" staff had us completed a form on screen, when I realized that there is going to be fee, I told their staff that we do not want the service, their staff told me that she will cancel the service, no charge will be charged. I noticed the charges appeared on my credit card during my audit in 2025, I learned from the credit card company that " clear me" charged my card in October 2023 $199 and another $199 in 2024. This is a scam as I stated clearly, we do not want the service, and I have been told that the service will be cancelled.

• Initial Complaint

  Date:05/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When flying to *******, a lady in ***************** told me that I have to register before I can go through. She asked to provide a credit card and said that I will not be charged. Later I learned that this service is not required and I was charged. This is a scam and I don't need this service especially that i only fly about once every two years. What a terrible, terrible company. Further more, she said I should add my mother that I was flying with. Sounds like a scam to me. I requested that they refund my money. Their online chat bot that suppose to help me, ignores my request for refund, and keeps me on forever to connect me to an agent. I been waiting for one for over 15 minutes now. It seems that customer support might be a scam as well.

  Customer Answer

  Date: 05/19/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* *********
  
  
  
   
  
  

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 cleaner representative approached me, and several others, in the airport to do a trial of their service. They told us that we would be contacted to see if we wanted to continue before being charged any renewal. I was never contacted, but I was charged. Ive tried contacting customer service but havent been able to.