SKYLUX Travel

SkyLux has been a terrible company to work with! In 2019, we worked with SkyLux to book Business Class tickets to Kenya during 2020 (these tickets turned out to cost exactly what they could be purchased from the airlines—no 60% to 70% discount). Due to Covid, we requested that SkyLux rebook our tickets for travel in 2021. Without our approval, SkyLux booked a lower grade Business Class ticket than we had paid for—Business Standard instead of Business Comfort (by working with the airlines, we were told that SkyLux retained the difference in cost between standard and comfort as an increase to their commission). When we further decided (still an issue with Covid) that the trip couldn't occur in 2021, we requested a refund from SkyLux—they informed us that we'd need to work directly with the airline. Over several weeks, the airline told us to work with SkyLux and then SkyLux told us to work with the airline. This back and forth continued numerous times—couldn't get cooperation from anyone. When we initially worked with SkyLux, we assumed that if there was an issue, they would work for us as an advocate. Instead, they shunned our requests and avoided any involvement in a resolution. Finally, we got assistance from the airline. We were refunded our initial funds minus the amount that was retained by SkyLux (as an increase to their commission). Since SkyLux had retained these funds, we went back to SkyLux and asked them to reimburse us for the monies that they had retained. We were told that they were unable to refund these monies, but indicated that they would give us a future travel credit for the amount in question (good through the end of 2023). Given the uncertainty of the ability to fly, we told them that this resolution was unsatisfactory—we wanted the money refunded that they retained. They have refused. The amount is $668. Again, we have found SkyLux's performance to be non-supportive bordering on fraudulent.

Red S was professional and very accommodating and explained all options available.

Michelle is available, informed, professional and an absolute pleasure to deal with.

Just a phone call away is great service to get our travel plans in order.

Sarah was a big help in booking our flight and was very professional

Agent Chicago was pleasant to work with. He provided few options to choose from.

The rep was very courteous and patient. He was ready to check different options for our trip.

Dexter was very helpful in getting great pricing for our trip.

Everything was fine in booking my flights. Response time was decent and the sales person was courteous and responsive prior to the purchase. We purchased business class seats. Communication after the purchase was a bit slower but I could usually get a response in a few days.

That was the good part. The bad part was with the purchase of their travel protection. It was sold to me as a type of insurance that "covers" your trip should something happen. My concerns were due to the Covid situation. I asked if my trip was covered in the event that Covid restrictions increased. I was told that it would be "covered". Well the Covid situation got worse in Europe and I learned that I the restrictions would now include quarantine upon arrival even for vaccinated people in my final destination. I thought okay no problem I was "covered". Well, not so fast. Turns out that by "covered" they meant that they would not charge a fee for rescheduling, but there was no refunds. However all of the rescheduling was done by the airlines and offered free to all of their customers affected by Covid related cancellations. The travel protection didn't actually do anything and I would have been able to receive the same resolution without it. Even though I have emails from the sales person stating that everything was covered, the fine print on the contract I received after purchase was contrary to what I was told. I know that I should have read all the details and have my attorney sign off on it prior to signing everything and spending an extra $700, but like a sucker I took the word of the sales person. I don't expect any refunds because I do want to eventually take the trip when the world is safe again and would have been fine with credit. But the catch is I only have 8 months to use my tickets and it must be on the same airlines and must be the same passengers. I didn't receive any extra benefits by having the insurance so I asked for a $700 refund for the useless thing that I was sold. They refused to provide any resolution and basically said sorry but regardless of what I was told they could do nothing.

Lessons learned and advice to others:
If you book travel with these guys, do not trust the person you are talking too, always read the fine print and do not purchase the travel protection. I'd you want travel protection for your trip you are better off getting it elsewhere.

Edward was taking his time to help us the best deal for premium economy with singapore airlines

Stan takes care of our every need. He is the best!