SKYLUX TravelReviews 3,034

We (two couples) booked a cruise with Oceania that departed from South Africa on April 9,2020 and ended in Singapore on May 9,2020. We booked business class seats departing from Houston, Tx on March 30,2020 to South Africa and returning from Singapore on May 11,2020. Mario was the Sky Lux representative that booked our flight reservations and that confirmed our airfare payments. Unfortunately, Oceania cancelled the cruise due t the coronavirus in March We subsequently reached out to Mario and informed him of the the cruise cancellation and that we in turn needed to cancel the our flights. We had to pay and additional fee to Sky Lux in order for them to cancel the flights. In April we contacted the airline and only the departing flight had been cancelled. The then proceeded to cancel the return flight. We subsequently informed by the airline that the full airfares had been refunded to SkyLux. After calling many times to reach Mario and or Vince and they would never answer their phones and would not return our calls. Within the last two weeks we were finally able to talk with Mario who in turn that he would check with the booking department. Since then we have not heard from Mario or anyone else concerning our refund. They are very accessible and return calls when you are booking your flights but not accessible thereafter.

DON'T USE THEM! If you expect any kind of customer service after booking your trip.
Booked business class trip to Africa that's still 8 months out. Fares dropped so wanted to take advantage of the lower fare. I have tried (5 emails, 2 voicemails) to get my SkyLux agent to respond (once I got a hold of him and he said he's call back same day... never did). The airlines says the fare DOES allow rebooking for a lower fare but can't get ANYONE from SkyLux to help. Tried "customer service" (no service) as well. No response. It's been more than 3 weeks. The one person who I finally spoke with refused to transfer me to a supervisor then put me hold (hung up after 20 min).

I booked two flights to Europe. Obviously with Covid-19, the flights were cancelled. I never received any notification from Skylux and when I contacted them, they wanted to charge me for changing the ticket. The flight was cancelled, they should give a full refund since they received money back from Delta. They attempted to get me to sign more paperwork, wanted me to wait 60 days until they supposedly receive a refund from Delta. None of that is valid. Issue a full refund especially at this time, that is what the airlines are doing. That is what they should do. This is very bad customer service. I tried, kindly and generously to work with them, maybe even reschedule for a much later date, but they wouldn't even call me back. I worked with Michelle then when I called the regular line, not her direct line, I got a guy named Spike who said he knew her and would get her to call me back. Sounds shady.

The first time I worked with this company, I was pleased and recommended them to many. The second time I used them, they were not as attentive nor did they pay attention to my desires. When I complained and wanted my money back for flights booked without review and consideration of my desires, they argued via email and demanded I take a credit. I wanted my money back. We are in the middle of COVID. For five months, I had to report them to BBB and argue with customer service to get our refund. They promised a refund in March. Never got it. Then the flights were cancelled and fully refunded in April by the airline. Still didn't get the refund from Skylux. Today, I have received the refund after the back and forth. This was truly a hassle working with them. As a frequent traveler that travels every three months, Skylux has lost my business and I've told all that I recommended to beware of the complications with this company should any issues arise. A company with terrible customer service and without empathy during a time of crisis is a company you want to steer clear of!

We have used SkyLux twice now and have been very satisfied with both the responsive service and tickets that they were able to procure for us. Notably, when we had to cancel a recent flight due to coronavirus and re-book elsewhere, Skylux refunded every penny and worked with us to transfer our Ticket Protection to a totally new flight. They were helpful, available, trustworthy and conscientious. Our agent, Oscar, has been great.