DeluxeFlightsReviews of deluxeflights.com

Update: the refund did eventually process, but it was like pulling teeth to get a written confirmation from Deluxe Flights (I had to post this review as well as a negative review on BBB). If I had not paid the extra ~$400 for travel insurance or whatever they call it ("happiness guarantee" or something similar?) I doubt I would have had any recourse. Sadly, I trusted Trustpilot when it came to Deluxe Flights, and I should not have done so. After spending much of the day in a draconian labyrinth of phone calls, I've learned that Deluxe Flights and Sky Lux are the same company, and my flight was not booked through Lufthansa as advertised, but via Aeroplan (Air Canada). In short: I paid $5472 to Deluxe Flights for two business class tickets on 11/6/21. I purchased the Travel Care Service for additional $383.04; this service guarantees "100% refund if you got sick and can't travel." Athenna "G" was assigned to my case and processed my payment. On Friday 11/12/21 The Netherlands' government announced a 3-week lockdown due to the unprecedented surge in Covid-19 and my partner's doctor wrote a note excusing him from travel due to his health. We were told a refund was possible but like so many others resorting to the Better Business Bureau for help, Deluxe Flights has not delivered on their promise. First Athenna G went on vacation and became extremely difficult to get a response from. When calling the Customer Support line, one is lucky to have anyone answer; once a support rep picks up, they can do nothing but suggest we contact Athenna. The number given for Athenna rings without answer. We've been asked to trust that our refund will be processed while being provided with no written confirmation whatsoever. The flight takes off tomorrow and we refuse to risk losing nearly $6000 due to Deluxe's clear pattern of customer exploitation. We need a confirmation and record of the refund amount to be processed before the flight takes off. When I mentioned Deluxe's negative reviews surrounding this issue, the customer support representative Aaron Davis responded "Who said I work for Deluxe? I work for Sky Lux." When I asked to speak with his supervisor, he proceeded to tell me that supervisors and managers aren't needed at his company because support reps like himself are so experienced. Despite his experience, he was unable to provide me with any written confirmation of my refund or any official records whatsoever from Lufthansa, the airline. Meanwhile, my flight confirmation has disappeared from Lufthansa's site and Lufthansa's reps state "The ticket you have is not a Lufthansa ticket" and "we did not receive the money from your travel agent." This is because the flight was booked via Air Canada, who is only dealing directly with Deluxe (aka Sky Lux). I highly recommend readers avoid any contact with Deluxe Flights, Sky Lux Travel, and any other shell companies associated with these brands.