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:02/06/2025

  Type:Product 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.

  Clear ran a promotion in August 2022 for targeted customers to rejoin ******************** Plus and receive $75 vouchers. Cancellation within the first few days or a month would result in a membership refund with $75 deducted. I have 8 Clear accounts that were targeted, and I used the link in the emails to rejoin Clear Plus, paid the annual membership fee, and cancelled within a short period of time. All 8 accounts had $75 deducted, but I only received 1 **** voucher. I have reached out to Clear multiple times since September 2024, and they just create cases without resolving the issue. ******** is the latest case number the representative created in December 2024, and I have not heard anything from them since then. They have mentioned that the $75 **** Voucher can only be sent to a user once. However, there is no such verbiage in the promotion email. Additionally, the $75 **** Voucher fee was deducted from the full refund for all 8 of my accounts. I am requesting a refund of $75 * 7 = $525.Below has the details of this promotion.$75 **** Voucher to be provided upon completion of enrollment in and purchase of a one year CLEAR Plus Membership. **** Voucher will be sent to the email address on file for CLEAR Plus Member within fourteen days of completion of CLEAR Plus Membership enrollment.Limit one $75 **** Voucher per customer. Must be applied at the time of sign up. Cannot be combined with any other offers. **** Vouchers are valid until 02/28/2025. Subject to change or cancellation.

  Customer Answer

  Date: 03/02/2025

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

• Initial Complaint

  Date:01/09/2025

  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.

  We (my wife and I) were approached at the airport with the offer to enroll into Clear and skip the long security lines. We were told they are running a promotional campaign and thus, the offer was free. According to the Clear representative, they only needed our credit card on file for "verification". At no point did they make it clear to us that we would be enrolled into a subscription-based service that would charge us the annual fee. We have only noticed this charge on our credit card...SURPRISE!! and we are very disappointed in this practice. We are seeking a refund.This happened on October 20, 2024 at the ************************************.

  Business Response

  Date: 01/09/2025

  Hi there! We took a further look into this and are happy to see that a Member of our service team reached out to you via email and provided a resolution to your concerns.

• Initial Complaint

  Date:01/02/2025

  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.

  The business is used by ******** to verify identity and make employers aware that the applicant is legally entitled to apply for employment through ********. I used a state issued drivers license in the ************************ and Clear denied my identity verification. I have tried several times and it keeps giving me a statement that my identity couldnt be verified.

  Business Response

  Date: 01/15/2025

  Hi ********! CLEAR has partnered with ******** to provide friction-free identity verification for ******** users, enhancing platform trust and underscoring LinkedIns status as the most trusted social media network. We apologize for the trouble you experienced with completing your verification. Your understanding and patience as we work diligently to improve your experience in collaboration with ******** is truly appreciated.
  
  We took a further look into this and it appears you may have a duplicate CLEAR account that may be causing you trouble with the verification process. A member of our ************** Team has reached out via email to further assist with the removal of the duplicate. If further assistance is needed, please reach our **************s Team by phone a* *********** *************) from Monday to Sunday, 9:00 AM to 8:00 PM Eastern Time or email us at ******************************************* referencing Case #********.

  Customer Answer

  Date: 01/16/2025

  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.
  Thank you for assisting me with the verification of my LinkedIn account. 
  Sincerely,
  
  ******** ******
  
  
  
   
  
  

• Initial Complaint

  Date:01/02/2025

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against CLEAR regarding their ongoing failure to resolve issues with ******** verification and inadequate customer support. Despite being a registered CLEAR member with valid KTN and passport verification, I have been unable to complete LinkedIn verification for over two months due to persistent system errors.The issue significantly impacts my professional activities, as LinkedIn verification through CLEAR is crucial for my business operations. Despite multiple attempts to resolve this through their support channels, I have received only generic responses advising me to "try again later." My requests for escalation to supervisors or technical specialists have been ignored or met with the same automated responses.CLEAR markets itself as a leader in identity verification and streamlined customer experiences, but my experience demonstrates significant gaps between their promises and delivery. Their support team's continued failure to address or escalate this issue shows a concerning lack of accountability and professionalism.I request the BBB's intervention to achieve the following:Immediate escalation to a senior technical team Detailed explanation of the verification failure and resolution steps Review and improvement of their customer support practices Compensation through a premium membership upgrade I have documented all interactions, including email correspondence, error messages, and a detailed timeline of support attempts. This evidence demonstrates CLEAR's consistent failure to provide meaningful assistance or ************* a company promising innovative identity verification solutions, CLEAR's handling of this situation falls far below acceptable standards. Their dismissive approach to customer support and inability to resolve basic technical issues requires immediate attention and correction.

  Business Response

  Date: 01/16/2025

  Hi *****! 
  
  Thank you for bringing this to our attention!
  
  We understand how crucial it is to verify your LinkedIn account through our platform, especially when it comes to representing your professional identity. 
  
  We are committed to ensuring that your verification process is friction-free, and we are happy to inform you that a member of our specialized team has contacted you via email on this issue. 
  
   If further assistance is needed, please reach our *************** Team by phone at 855-CLEARME *************) from Monday to Sunday, 9:00 AM to 8:00 PM Eastern Time, or email us at ******************************************* referencing Case #********.

  Customer Answer

  Date: 01/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have reviewed the response made by CLEAR in reference to complaint ID# ******** and have determined that my complaint has not been resolved because:
  While I appreciate their efforts and the explanation provided, I am disheartened that more steps cannot be taken to verify my identity despite the documentation I have already submitted. I have provided my drivers license, passport, and Known Traveler Number, yet my identity has still not been verified. I also confirmed that my cell phone number is through ************* a legitimate carrier, and I have not had issues with verification for any other service provider until now.
  It is frustrating that CLEARs current processes do not offer alternate methods to address verification challenges for individuals who may not use major carriers. I believe that in this digital age, additional steps or flexibility should be offered to accommodate all customers.
  I am seeking a resolution where CLEAR either verifies my identity using the provided documents or offers an alternative method for completing this process. I am also happy to discuss this further and have provided my availability to CLEAR. I remain hopeful for a favorable resolution.
  Thank you for your assistance.
  Sincerely,
  ***** *****

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:01/02/2025

  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 am writing to formally file a complaint against CLEAR Secure regarding unauthorized charges to my account over the past two ******** January 2023, I signed up for CLEAR Pass as part of a benefit included with my credit card. However, the benefit was not successfully applied, resulting in me being charged the full membership fee without my knowledge. Since then, CLEAR Secure has charged me an annual membership fee in both January 2023 and January 2024. Throughout this time, I never received any email reminders or notifications about the charges or membership renewals. I also never utilized their services, as I was unaware of being an active member.I only became aware of these charges when I recently received a renewal notification for the upcoming membership cycle. Had I been informed in a timely manner, I would have addressed this issue earlier and canceled the membership.I believe this lack of communication and transparency is highly problematic and unfair to customers. ******************** should have informed me about the failed application of my benefit and sent regular reminders or notifications regarding the membership status and charges.I kindly request the following resolutions:A full refund of the membership fees charged in January 2023 and January 2024.Assurance that my membership has been canceled to prevent further charges.An explanation of why no notifications or reminders were sent regarding these charges.Thank you for your assistance in resolving this matter. Please let me know if you require any additional information or documentation.

  Business Response

  Date: 01/11/2025

  Hi *****!

  Thank you for bringing this to our attention. We have issued a refund back for your annual CLEAR Plus membership charges, and you should be receiving a confirmation email shortly. Please don't hesitate to reach our *************** Team by phone at 855-CLEARME *************) from Monday to Sunday, 9:00 AM to 8:00 PM Eastern Time or email us at ***********************************************************************.

  Customer Answer

  Date: 01/14/2025

  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:12/02/2024

  Type:Product 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 signed up for 8 separate CLEAR accounts for myself and family members under a promotion that CLEAR ran in June this year where you could purchase a new CLEAR Plus Membership and receive a $100 CHOICE Rebate. All CLEAR Plus Member accounts I purchased were new member accounts purchased for the full membership cost ($189) and were not cancelled within 60 days which satisfies the terms of the promotion. This constitutes a payment in total of $1,512 to CLEAR for 8 new memberships.Upon signing up for CLEAR under this promotion I received 8 vouchers from CLEAR for the CHOICE Rebates. I registered these vouchers and satisfied all terms of the vouchers by mid July. This involved purchasing $100+ of travel for each voucher and submitting my receipts to CHOICE Rebates. After satisfying terms of the rebates, all 8 of my vouchers were completely reset and invalidated. No reimbursements were issued.I went through the entire process again with the 8 reissued vouchers from CLEAR for CHOICE Rebates satisfying all of their terms and purchasing and uploading 8 new receipts for $100+ of travel. I never received the $100 reimbursement for any of my vouchers. I have received $0 in reimbursement where per their own terms I should have received $800. I have waited a substantial amount of time. I have gone through their cumbersome process twice for each of my 8 vouchers. I am owed money per their promotion terms which I have ****** minimum CLEAR should issue me a check for $800 consistent with the terms of their promotion which I have met in good faith and frankly should give me far more than this as a result of wasting my time. CLEAR must provide me with a resolution immediately or I will continue to seek a resolution through other means. An outline of events with details has been provided as an attachment. In addition to this, my full complaint has been provided as an attachment as this form does not allow space for the full complaint.

  Customer Answer

  Date: 12/27/2024

  At this time, I have been contacted directly by Clear regarding complaint ID ********, however my complaint has NOT been resolved:

  The only contact I have had from Clear is them asking for more information regarding the accounts which signed up.  I received this communication on Dec 7th.  I provided them the information they requested on the same day within an hour of receiving the communication.  No further contact from Clear or resolution has been received.

  Sincerely,

  ***** ***********

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Clear regarding complaint ID ******** after my last update to BBB.  I have reached out to CLEAR a few times since then and they have not responded.
  
  Sincerely,
  
  ***** ***********
  

• Initial Complaint

  Date:11/25/2024

  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.

  Clear is supposed to be a service that gets you to the front of the line at security, but the Clear lines are now longer than the regular precheck lines, so you effectively pay every year to wait longer than if you didn't. I called their customer service line and they told me that they are "trying to find more ambassadors" as if they might locate some under a rock or behind a tree. This problem has been going on for over 6 months, they're aware of it and if they wanted to solve it, they could have months ago.

  Customer Answer

  Date: 12/19/2024

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

• Initial Complaint

  Date:11/19/2024

  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 out of *********** Tx 11/11/2024 at 5AM. No Clear service available. Return flight out of ********* 11/14/2024, Clear would not accept check-in printed boarding pass. Had to proceed thru normal security. No assistance was offered or provided by Clear. No Clear service was provided the entire trip. What am I paying for?

  Business Response

  Date: 11/23/2024

  Hi *****! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns.

• Initial Complaint

  Date:11/05/2024

  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.

  Dear *** or Madame,LinkedIn has a verification feature, which is managed via Clear. When trying to complete the steps, it rejects my submission. Can you kindly advise how this can be rectified? Thank you.Sincerely,**** ********

  Business Response

  Date: 11/16/2024

  Hi ****! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns.

  Customer Answer

  Date: 11/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:10/28/2024

  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 used CLEAR for past several years and it has been ******* account was automatically renewed on July 14, 2024 at a cost of $278. But I didn't need to travel until 2 week ago. I tried to use CLEAR lane at the ******* (SEA) airport. My bio metrics worked fine (eye scan, finger scan) but they said I had to upgrade my service to proceed. That involved sending me a text. I did not receive the text so they could not upgrade my account and I was not able to use CLEAR. I was told that perhaps I had an off brand carrier (I use ***** or I was not getting good connectivity. This clearly was not the case as I got several texts from various people while standing there. I tried to resolve through their online chat. I got AI responses with general tips. I finally got a real chat person that said someone would reach out to me. All I got was an e-mail with the same general tips and suggestions. I called **** and I don't have any texts being blocked. I called CLEAR and spoke to a real person. He said I could not upgrade my account to use it, and the only way to update was to receive the text. I asked to speak to a supervisor but he said that was impossible but a supervisor would contact me within 72 hours. All I received was an e-mail with the same information and tips that I must be able to receive texts.Again, for $278 it seems like this should be able to be resolved.All my biometrics work at the airport and they can verify I have a valid account.I have not been able to use the service since my renewal but I can't get a refund because that was more than 60 days ago although I didn't even try to use the service until after 60 days.There is zero customer ****************************** has an F rating on the BBB site.I cannot get any help with a resolution.I have contacted my carrier **** and there are no blocks for texts on my account.This problem seems so easy I can not believe no one knows how to resolve or will help me.

  Business Response

  Date: 10/30/2024

  Hi *******! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns.
  
  

  Customer Answer

  Date: 10/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They reached out but missed me and I have not been able to reach them nor did they reply to my email 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 11/09/2024

  Hi *******! We took a further look into this and are happy to see that a member of our service team has reached out to you via phone and provided a resolution to your concerns.