“I booked my flights through BudgetAir because they were around £10 cheaper than booking directly with the airline. This was my first time booking a trip, so what should have been an exciting experience has instead become extremely stressful.
I made a mistake when entering the passenger surname because my PC auto-filled it, and I accept responsibility for not double-checking. However, this was an obvious accidental error, not an attempt to change the passenger or transfer the ticket. I contacted BudgetAir only around 3 hours after booking to get it corrected.
It has now been nearly 2 weeks and this still hasn't been resolved.
I was told the airline charge would be £120, but I understand Wizz Air distinguishes between a name correction for genuine errors such as typos/misspellings and an actual name change. BudgetAir told me they requested a name change, but I have not been given a clear explanation why my mistake could not be considered a simple correction, especially as I reported it only 3 hours after booking. BudgetAir has also added another £120 fee, meaning I could potentially pay around £240 on a ticket that originally cost around £100.
I am not asking BudgetAir to ignore the airline's rules. I am asking them to review whether this was submitted under the correct category and explain why it was treated as a name change rather than an accidental correction. If a fee genuinely applies, I would also expect BudgetAir to consider reducing or waiving its own £120 fee given how quickly I reported the mistake.
I have contacted BudgetAir repeatedly and been told around 4–5 times that a manager or someone senior would contact me. Nobody ever did. Yesterday I was specifically promised a callback within 2 hours, and once again I received nothing. I have also repeatedly been asked when I will pay the name-change fee, despite explaining numerous times that I do not agree to paying it and want the situation reviewed and resolved another way. It feels like what I am saying is simply being dismissed.
To be fair, the customer service workers I've spoken to have generally been professional. My frustration isn't with them personally, but with the lack of action and senior review.
I've also been told a refund isn't possible and haven't been offered a partial refund or reasonable alternative. After nearly 2 weeks of waiting, replacement flights have also become more expensive.
This trip is a 21st birthday gift for my girlfriend, making the situation even more stressful.
I accept responsibility for the original mistake, but believe an obvious accidental error should be handled reasonably, especially when reported only 3 hours after booking. I originally saved around £10 by booking through BudgetAir. Looking back, I genuinely wish I had booked directly with the airline.
MY ADVICE: pay the extra and book directly with the airline or use another company. Saving £10 isn't worth this level of stress when something goes wrong.”
“Terrible, DO NOT DO BUSINESS WITH THIS "COMPANY ". we have been waiting for a refund for 4 months. They never follow through after numerous calls (based out of India), emails, replies to reviews, etc. I will be disputing the charge with my credit card.”
“Extremely disappointing experience with BudgetAir / Travix.
I booked a family trip for 25 July 2026 to 21 August 2026, which matches the exact dates of my approved holidays. However, the tickets that were issued were for 23 July to 19 August, dates that I did not intend to book.
I noticed the discrepancy immediately after receiving the booking confirmation and contacted BudgetAir several times via live chat and email on the same day.
Despite explaining the situation repeatedly, every customer service representative gave me the same response: pay additional fees to change the booking. No one seriously investigated my complaint.
I repeatedly asked BudgetAir to provide evidence showing the exact travel dates I allegedly selected and confirmed before payment. To this day, they have not provided any proof.
My holidays start on 25 July, so I had absolutely no reason to book a flight departing on 23 July, before my leave even begins.
As BudgetAir refused to resolve this issue fairly, I have now opened a PayPal dispute.
I am sharing my experience so that other travellers are aware of how this situation has been handled. I expected professional customer service and a proper investigation, not a demand to pay hundreds of euros to correct a booking that I firmly believe does not reflect the dates I selected.”
“Ticket issued with incorrect last name.
I purchased 2 airline tickets with Budgetair. One of the tickets was issued with an incorrect last name. I promptly contacted the company and notified them of the error. The agent assured me the error would be corrected and asked me for the passports of the travelers which I promptly submitted to them. They did not process the correction. Four days later (1 day prior to departure) they informed me they cannot make the change since its now too close to the travel date and I need to contact the airline. The airline refuses to allow me to make any changes since it was booked through a travel agent. I was told by the airline I need to purchase a new ticket. I have seen from reviews others have had the same issues with this company.”
“I sincerely appreciate Mrs. Zamora Lisette for her dependable support. She resolved my withdrawal issue promptly and ensured the entire process was smooth and stress-free.”
“PLEEASE AVOID THIS COMPANY
I have booked with this company and my flight has been changed now there’s no customer service to speak to. I contacted them on the phone and it’s only one staff in the office which is not ready to help. He is very rude and doesn’t want to help. The advisor laughs and swears at me and also says we can’t do anything as the calls aren’t recorded. Absolute nonsense company.
I’ve emailed many times to get no response to any of the emails. They say there is a live chat but they don’t .
He will not transfer me to the Manager as he said Manager is not available.
Please avoid this company as this is the worst company ever I’ve used for travelling. I would never recommend and would avoid the hassle.”
“I had a very disappointing experience with BudgetAir.com. The service provided was misleading, and key information was not communicated clearly at the time of booking. Attempts to resolve the issue were met with poor customer support and lack of accountability.
Based on my experience, I cannot recommend this company. I encourage others to exercise caution and carefully review all terms before making any purchases.”
“They have written in their website that free cancellation within 24 hours but they won’t allow u to cancel or change even before the ticket is issued. You cant cancel without accepting cancellation fee and when u alm them about 24 hr policy they tell u that u accepted cancellation charges while cancelling so nothing can be done. Donot book with them”
“I am very unsatisfied. I did mistake in the booking and which i switched the starting distinction with the arrival point. When I called Budget airline they were not helpful at all. I even ask to speak to a manger they were no manger available. I asked for the escalation process the agent says we don’t have.
I never hear that in any company.
I have to call again second day.
They were still no manager but this time I got better support. Tye agent said she will escalate the issue and the manager will call me with in 24 hours.
I will edit my review once o talked to the manager if they call.”
“Title: Kept £120 even though no ticket was issued (BUK-41728595)
Booked via BudgetAir/Travix on 11 Nov 2025 (Booking BUK-41728595). I immediately noticed a surname error before tickets were issued. I contacted them straight away but was only offered cancellation and rebooking.
They later confirmed in writing that no airline ticket was issued, yet they retained £120 as a “non-refundable service/admin fee”. During the dispute process they repeatedly asked me to withdraw my chargeback before they would proceed, and later refused to refund under their terms.
I would recommend booking directly with the airline instead.”
“Horrible Experience – Avoid BudgetAir at All Costs
BudgetAir is absolutely horrible. Do not use this company, especially if your child is traveling alone.
My 14-year-old son was traveling internationally by himself and BudgetAir entered his name incorrectly on the ticket. They told me they “do not have the capability to put a space between his first and middle name.” We immediately called Customer Service multiple times begging them to fix it. They refused and said it could not be changed. The airline told us that any corrections had to be made through BudgetAir, creating a total deadlock.
As a result, when we tried to check him in online, his name did not match his passport and he was denied boarding. We lost the entire cost of the ticket and were forced to purchase a last-minute one-way ticket at a much higher price and pay for a hotel room out of pocket.
To make matters worse, BudgetAir will not even review the situation for a possible refund unless we pay an additional $385, and they will only communicate through their chat — not by phone, not by email. We have received zero help, zero accountability, and zero compassion, despite this involving a minor stranded abroad.
This was one of the most stressful travel experiences of my life. BudgetAir’s incompetence and refusal to fix their own mistake cost us hundreds of dollars and put my child in a frightening situation. Avoid this company at all costs.”
“Budgetair booked a connecting flight that was impossible for me to board (different airlines requiring checking out and back in with only a ~30min buffer with no consideration for flight delays) and refused to provide any help or direction on how to book another flight. Though the timing did seem tight initially, I figured it was their responsibility to only book things within reason–with that being one of the few reasons why you would not book through an airline instead. However, they failed to look in to this, and gave no warning timing would be so tight or that the flight may not be possible. To top it off, Budgetair gave me the worst phone support I have ever received. This incompetent and unprofessional company left me stranded in a country with no options to get to my destination. Needless to say, please avoid using Budgetair.”
“I had an absolutely horrible experience with BudgetAir. I purchased a round-trip ticket, but instead of booking my full journey, they only booked my inbound flight and told me to “find my own way there” because they couldn’t secure the outbound ticket.
If you can’t provide the full service that I paid for, the least you could do is cancel the whole booking and consult the customer first. But BudgetAir didn’t even ask for my consent — they just went ahead and did whatever they wanted. That’s completely unprofessional and unacceptable.
When I reached out for help, I got no proper explanation, no accountability, and no effort to fix the issue. It’s as if once they take your money, they simply stop caring.
BudgetAir has shown zero respect for customers and no sense of responsibility. I will never use them again and strongly advise everyone to avoid BudgetAir if you don’t want stress, frustration, and wasted money.”
“Booking with BudgetAir turned out to be a serious mistake. After being denied boarding at JFK, we were told by Virgin Atlantic staff that our return flights would remain valid. BudgetAir — the agency through which we purchased the tickets — never informed us that our return flight had been cancelled.
The result was a family separation, including a minor child left behind, and enormous emotional and financial strain as we had to purchase last-minute replacement flights to reunite and return home.
Both the airline and BudgetAir pointed fingers at each other instead of taking responsibility. BudgetAir’s failure to communicate and act in good faith caused real harm to our family. Travelers should be aware that in a crisis, BudgetAir provides no meaningful support or accountability.”
“I can't give them 0; that's why I gave 1 star. Terrible customer service. They don't have a phone number, so you have to stay on live chat and pray that someone from India will take your case. Terrible. I've been trying for three days already to get in touch with someone. Even someone picked up, and the chat got disconnected!!!!!”
“I would give them a zero star if I could. Terrible customer service. The lady sounded annoyed when I spoke to her. It took them 3 days to respond my inquiry. Poorly designed and unclear website. Awful! Awful!”
“my flight itinerary got changed from a 7 hour trip to 15 hours with no explanation, compensation, or appropriate customer service. upon trying to change/cancel my flight, i was directed to the AI chat bot which literally pointed me in circles. it suggested i call or email but calling was not open. emailing - despite contacting (what i assumed were) real people - resulted in circular "answers" AGAIN. i had to ask 4 times for an explicit, direct answer on how much it would cost to cancel my flight. i still never got the answer. beyond the terrible customer service, they never send you email notifications to check in.”
