ComplaintsforUnpub

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  i was charged $1,003. from unpub for an airline ticket i did not purchase. i ended up telling them it was fraudulent. they refused to refund me. i took it over to my bank and let the bank know my id and card were stolen to make this transaction and i still lost the dispute. i have attached my police report

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  In May of 2022 I purchased airline tickets from unpub.com for a trip on August 27, 2022 to ******, *********. The first leg of the original trip was from ********, ****** to *************. In June, I received an email that the times of the first leg changed and those new times were adequate. When I logged in to unpub.com on August 16, 2022 I received a message that the trip reservation was unverified. I logged into Alaskan Air and saw my booking was changed to have me only 40 minutes in *************, an inadequate amount of time to change terminals and board an Airbus - which boards 50 minutes before take-off. I called unpub.com and they told me they would have a travel itinerary specialist call me within 72 hours. This evening I called and said the 72 hours has passed and they said they needed an additional 24 hours to hear options from Alaskan Air. I asked to speak to a manager and they said it was not possible. Meanwhile, I can see the other flights between ******** and ************* and between ***** and ************* only have a few seats left. I have called Alaskan Air to see if they can change my reservation and they said unpub.com has to do it. I have asked if I can buy another flight on my dime but Alaskan Air says if I am a no-show to the first flight (the one that only allows a 40 minute layover) the rest of the legs of the itinerary will be cancelled. I have called unpub.com 3 times, Alaskan Air 3 times, **** Airways (the second leg) one time. Unpub.com says it needs more time to resolve the issue.

  Customer response

  08/26/2022

  From: ********************* <********************>
  Sent: Wednesday, August 24, 2022 10:58 AM
  To: Info <**********************************>
  Subject: More info on complaint #********

  Good morning.
  
  I have some additional information to my original complaint #******** and a wish for a different resolution. My wish is that unpub.com cancel my itinerary and refund my money, as I have purchased a new ticket to ensure that I could get to *********.
  
  I have included a screenshot (DC3115 . . .) dated Monday at 7:17 pm that shows that unpub.com did not have a trip reference number for my trip. I have also attached an email that shows my communication with unpub.com via email ( attachments entitled FWD No trips Found ) This email shows my original purchase in May 2022 with flights confirmed.n addition, I was on the phone with unpub.com. As I stated in my original complaint, that phone communication started on August 19th when they told me they need 72 hours to resolve the issue.
  
  I also have attached a screenshot of my itinerary that I was able to pull up on Alaska Airlines (1CB9A487-F0DC-4D3F-AC47-7E70CAE9639). This is the itinerary that showed I would only have 40 minutes in ************* to *******, change terminals and board.
  
  Unpub on Monday night told me they needed an additional 24 hours to resolve the issue. They said they had emailed the airlines and were waiting for a response to get authorization to change the flight. I now believe that I understand that if Unpub were to change the flight, the flight had a no cancellation rule and that Unpub would be liable for the cost to change. So, they were waiting for **** Airlines (who issued the tickets for the itinerary) to give assurance of no charge. *** at unpub told me it would take 24 hours because they do not have a special line for travel agents and would have to be on hold. I hung up with unpub and called Alaska Airlines and **** Airlines myself, having no problem getting through. They told me that they couldnt change the tickets, my travel agent would have to. I called back *** and told him there was no problem getting through. He then called **** airlines and I was conferenced in to that conversation. I have this call recorded. *** at unpub told **** Airlines they would have to reissue the tickets. **** said it was Alaska Airlines that made the mistake and that he would have to call ******. *** to **** (***** and, later, ****) that ****** didnt own the ticket so they would have to change it. This call went on for 55 minutes, beginning at 7:22 pm. I recorded this call, in part, because *** was very confrontational to the point of the customer service agent saying he would have to talk to her differently to continue the call.
  
  I began to seek the possibility of just buying another ****** leg and being a no show to my first leg. I called ****** and **** to see if there was a way that they wouldnt cancel the whole itinerary if I was a no show on the first leg. They highly advised against that, saying it was very likely the whole itinerary would be canceled.
  
  In my call with **** they showed me they have me on a different ****** flight that had been canceled. They said I would not be able to board with the conflict between ****** and **** Air and that Unpub would have to fix it. Screenshot attached (34C . . .)
  
  *** called Alaska Airlines. He later called me and said that they had given an authorization code and, together, we called **** Air on a conference call. They said, even with the authorization code they could not change the flight. He was, again, very angry with **** Air.
  
  *** told me the travel agent number (the one he previously told me did not exist) was closed for the night and would not reopen until the next day. He said he would call me when he first arrived to work on Tuesday at 1:00 pm.
  
  Meanwhile, I looked at Expedia and saw there was only one flight that would get me to ********* in time. It flew out of a different city, Boise instead of ********, and left one day earlier. I booked the flight for over $1600 (attached FWD Expedia Flight Purchase) so I could ensure I would arrive. I booked the flight at 10:00 PM on Monday. It had a no cancellation policy. I also booked a hotel for the extra night in ****** and made different travel arrangements to get me to *****. That is the flight I intend to keep.
  
  The following day around 4:20 pm, (attachment FWD: unbpub your revised flight timestamped 4:35 pm) I received a call from ***. He said he had resolved the issue and that I should have trusted that I would get a flight and that unpub would not cancel my flights or refund my money.
  
  I now have 2 flights and I am concerned TSA will have a red flag on me. I am currently getting ready to call airlines to try and cancel the unpub flights.
  
  I hope this can be resolved before I leave for *********.
  
  Many thanks for the BBB for trying to assist unpub and myself in resolving this matter.
  
  *******************
  ************ (this is ***************** number because my phone is now set up for international). I will be available via her phone until 5 pm on Friday night.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I booked a flight through Unpub on ****** Airlines on 2/16/22. Unpub is a third party booking company. I ended up canceling one flight and a few days later canceling the entire trip because flights were changed. I was guaranteed a full refund since the flight changed. ****** released the funds immediately when cancelled. This was end of April for the first flight and the first week in May for the second flight. Trip total was $1578.72. Unpub has not released the funds back to me and are giving me the run around. ******'s hands are tied because they already released the funds. My credit card is unable to do anything further because I had filed a dispute only when I cancelled the first flight so they have credited me back $822.36. I am still owed $756.36 and no one from Unpub is taking accountability and releasing the funds to me.

*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. ↩