Skylux Travel: most-reported complaints
Automated analysis of 777 public Trustpilot reviews published 2026-06-11 to 2026-09-23. TrustScore 4.8 from 28,831 total reviews — see the Trustpilot page. Quick answer: is Skylux Travel legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that Skylux Travel's support is unhelpful, with 32 reports accounting for 40% of identified complaints. Support being unreachable is the second most common issue, cited in 30 reports (37% of complaints) and showing a rising trend. Other frequently mentioned concerns include misleading pricing, reported 14 times, and overcharging, reported 13 times, both of which show a falling trend.
How to reach Skylux Travel
These are the contact details Skylux Travel publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 8555079771, email [email protected], address 300 Delaware Avenue, Suite 210, Wilmington, 19801, US.
The company claimed its Trustpilot profile on 2014-06-17, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 16 of 47 in Flights Search Site. We last checked this profile on 2026-09-23 and found 54 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.6★ on Google (1,148 reviews)
TrustScore over time
4.8 → 4.8 across 12 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (100%, 0.0d) · 2026-08-24 (100%, 0.0d) · 2026-08-27 (100%, 0.0d) · 2026-09-01 (100%, 0.0d) · 2026-09-04 (99%, 0.0d) · 2026-09-07 (100%, 0.0d) · 2026-09-11 (99%, 0.0d) · 2026-09-14 (100%, 0.0d) · 2026-09-17 (100%, 0.0d) · 2026-09-20 (99%, 0.0d) · 2026-09-23 (100%, 0.0d).
Severity: 60% of this company’s 81 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In July 2025, 80% of 15 one-to-three-star reviews were 1★; in September 2026, 72% of 18.
Counted from July 2025 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 2.8 days between the experience and publishing their negative review (302 reviews record both dates).
Measured reply time: across 403 negative reviews that received a public reply, the median wait was 0.4 days — the company profile reports an average of under a day.
Reply quality: of 403 company replies to negative reviews analysed, 45% engaged with the specific problem and 47% were generic templates.
Review provenance: 670 company-invited reviews in the recent window average 4.94★, while 64 organic (uninvited) reviews average 2.84★.
45% of its 658 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 40% of this company’s complaints vs a 27% median across 320 ranked companies in its sector.
Review velocity: 4,077 of this company’s 28,831 Trustpilot reviews (14%) were written in the last 12 months.
What are the most common complaints about Skylux Travel?
Support unhelpful
32 reports · 40% of complaintssteady“Skylux has the WORST CUSTOMER SERVICE. ZERO RATING.”
The company replied on 2026-06-26: “Dear Edward Silberman, We're very sorry to hear about your experience. We've forwarded your case to the relevant department, so one of our agents will assist you further. Thank you.”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“SkyLux kept this money”
The company replied on 2026-07-14: “Dear Kate Reznikov, Your feedback is invaluable to us, as we continuously strive to refine and enhance our services. We apologize for any inconvenience you have experienced. To ensure your concerns…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I was repeatedly transferred, left waiting, and given no clear solution”
The company replied on 2026-06-22: “Dear Ima Bahroun, We appreciate you taking the time to share your feedback. We're sorry to hear about your experience and would like to better understand the situation so we can investigate it…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unreachable
30 reports · 37% of complaintsrising since 2026-09“SkyLux has not communicated with me again.”
The company replied on 2026-07-26: “Dear Customer, Thank you for sharing your concerns. We sincerely apologize for the frustration and disappointment you have experienced while waiting for an update regarding your case. Please be…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“He declined any further calls I made”
The company replied on 2026-07-15: “Dear Sally Sauer! Your experience is of the utmost importance to us, and we regret any inconvenience you may have encountered. We believe in personalized service, and to ensure your concerns are…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“after the sale you can not get them to respond anymore.”
The company replied on 2026-07-12: “Dear Emma Vuong! At Skylux Travel, we strive to offer nothing short of excellence. It is disappointing to hear that your experience was not as seamless as we intended. To address this with the…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Misleading pricing
14 reports · 17% of complaintsfalling“Skylux has the WORST CUSTOMER SERVICE. ZERO RATING.”
The company replied on 2026-06-26: “Dear Edward Silberman, We're very sorry to hear about your experience. We've forwarded your case to the relevant department, so one of our agents will assist you further. Thank you.”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“They also later refused to credit me back the difference of the cheaper ticket, which was not exchangeable.”
The company replied on 2026-06-22: “Dear Peter Benjamin Jr, Thank you again for providing the requested information. We have escalated your case to the appropriate team for a comprehensive review and to ensure that all necessary…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“promises made during the booking process did not match reality.”
The company replied on 2026-06-11: “Dear Gayathri, Luxury travel should always be seamless, and we regret any disruption to your journey. To ensure we address your concerns in the most efficient manner, we have generated a special case…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Overcharging
13 reports · 16% of complaintsfalling“Their withholding 25% of your refund is buried in fine print”
The company replied on 2026-07-01: “Dear Louis Simpson, At Skylux Travel, we strive to offer nothing short of excellence. It is disappointing to hear that your experience was not as seamless as we intended. To address this with the…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“I was repeatedly transferred, left waiting, and given no clear solution”
The company replied on 2026-06-22: “Dear Ima Bahroun, We appreciate you taking the time to share your feedback. We're sorry to hear about your experience and would like to better understand the situation so we can investigate it…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“They also later refused to credit me back the difference of the cheaper ticket, which was not exchangeable.”
The company replied on 2026-06-22: “Dear Peter Benjamin Jr, Thank you again for providing the requested information. We have escalated your case to the appropriate team for a comprehensive review and to ensure that all necessary…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
Refund refused
12 reports · 15% of complaintssteady“Their withholding 25% of your refund is buried in fine print”
The company replied on 2026-07-01: “Dear Louis Simpson, At Skylux Travel, we strive to offer nothing short of excellence. It is disappointing to hear that your experience was not as seamless as we intended. To address this with the…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“He declined any further calls I made”
The company replied on 2026-07-15: “Dear Sally Sauer! Your experience is of the utmost importance to us, and we regret any inconvenience you may have encountered. We believe in personalized service, and to ensure your concerns are…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“After multiple calls and emails to Skylux we have exhausted our options. We have emailed all records to multiple people/customer service at Skylux and so far no help.”
The company replied on 2026-09-21: “Dear Philip, At Skylux Travel, we strive to offer nothing short of excellence. It is disappointing to hear that your experience was not as seamless as we intended. To address this with the urgency…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Refunds delayed
8 reports · 10% of complaintssteady“SkyLux has not communicated with me again.”
The company replied on 2026-07-26: “Dear Customer, Thank you for sharing your concerns. We sincerely apologize for the frustration and disappointment you have experienced while waiting for an update regarding your case. Please be…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“It’s been a month and he kept promising he’d get $ back.”
The company replied on 2026-06-20: “Dear Polly steed, At Skylux Travel, we strive to offer nothing short of excellence. It is disappointing to hear that your experience was not as seamless as we intended. To address this with the…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Still no refund and no meaningful explanation as to where my money is”
The company replied on 2026-09-01: “Dear Karen Conway, We’re truly sorry for the frustration and inconvenience this situation has caused, and we understand your concerns regarding the refund. Please be assured that our Special Services…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Compare Skylux Travel with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-23.