Clear
reviews and complaints

I was approached by a woman at the airport who was dressed like an official on 12/22. I thought that she was an official. She said that I could bypass the first security step if I submitted biometrics info. There was a lot of information that she requested, and I guess that I was worn down. She asked to see a credit card but never mentioned any expense. A full two weeks later, a $179 charge showed up on that credit card.I called the company but became wary when they started asking for personal data so I hung up.I called my credit card company and cancelled my card. They will dispute the charge for me.

This is a total scam, ostensibly sponsored by airport officials. With many official machines and people in uniform by the security entrance trying to convince people to sign up, we were told it was an official security system, better than pre-check TSA. When the agreement to pay $189 within two weeks came on the registration screen the woman in charge of signing me up insisted that I would get three years of free service, but soon after this I got an email saying I would automatically be charged $189 in two weeks. On top of this, the line for CLEAR was much longer than the sky priority line. This company should not be allowed to operate in airports.

I tried Clear at the ***. I was only informed that it cost money AFTER they had taken all my identifying information. The salesman, who had posed as an authority helping me through security, then told me that I would not be charged, and would only be enrolled in the program if I chose to enroll in an email they would send me. They never sent the email and never sent an option to opt out. However, they did charge me two weeks later. I called to dispute the charge, and they insisted I had enrolled once they took my fingerprint. Note that they took my fingerprint BEFORE informing me that they were a private service charging an annual fee. This is unethical at best.

In the past, I enjoyed this service, but I feel that they're behavior during the 2020 pandemic is abusive to customers. Every year since I've had it, I receive a message at least 60 days in advance that the membership will renew. This year, they renewed it and charged my credit card with no notice to me at all. I feel taken advantage of because I'm sure they gave no notice since I haven't been able to travel all year and have not been using the service. They literally have taken bread off of my table this week by charging for a service they know people are not using. I understand it may be a hard time for them, but squeezing the little people isn't the way to stay afloat. Frankly, after this behavior, when I am able to travel again, I won't be renewing by Clear membership!

I've been an original legacy member since 2008. This morning, June 29, I was the second Clear user at 430am, Detroit, Michigan in the *** Terminal next to the TSA PerCheck. I walked up to the line and the young woman looked at me and didn't say a thing. There was another older woman and I asked her if she was supposed to assist me with my boarding pass and authentication of my trip. The older woman said "it doesn't matter, we can all help you.". With that statement, the you g girl just looked at me as if she didn't care if she helped me. That's okay, I'll see her again inline, in the airport where I work or riding the bus to the parking lot. It's too bad people have to be so self-centered and rude when I'm paying for a service and providing them work. Disappointed.

100% predatory scam practices. While the product may save you time at airports and sporting events, they sign you up at the airport with very little information. I was lucky enough to double-check the pricing in my online account AND cancel the auto payment. Apparently, going through their cancelation process is not enough to not get charged. I was also fortunate enough to be one that balances my credit card each month to see that they still charged me $179 after my cancelation and confirmation of cancelation. It was no problem to get the charge reversed but how much money are they making on folks that aren't freakish about check, check, double-check? For a business that is taking our most personal information, our identities, I would expect pristine business ethics. I would not ever trust this company.

I fell for a trial membership, as I travel across the country at least once a month for work. After using it a handful of times and not really seeing any benefit from it, I decided to cancel before I was charged for the full year (I cancelled on March 8). On March 30, I received a debit transaction for $179.00, the full amount of the year-membership. After calling them, they told me that I "signed-up for two accounts." This is absolutely a scam, and poor development practices, at-best. As soon as I signed-up, it wouldn't let me sign-in, and it it made me go through the process again, which is what seemed to have created a duplicate account. They're obviously using ***, which is not a terribly complicated system to Administer, but it's quite troubling that they're working with biometrics data when they can't even keep my username in-line.

UNDERSTAFFED SCAM. Their goal is to sign you up by any means necessary and it is impossible to cancel or get any customer service. The only staff appear to be those signing you up in the airport. Was told there was a clear location at our home airport when signing up in New Orleans. Found out later that there was not a CLEAR at our home airport and that our membership was useless. Tried to login online to cancel but I never received the email to get my password after repeated attempts. Attempted to get a human on the phone or by chat, was not possible. Cancelled my service via their automated phone system and was told I would receive an email confirmation. I never received an email confirmation, so I reached out to their help team by email. They never responded. I never received any refund, so I had to dispute with my credit card and finally received a refund.

To reiterate all the other reviews, I was asked by a clear representative in the *** airport to sign up for a free trial of the service. I was NEVER told by this representative that I would need to physically go in and cancel this service otherwise I would be charged a $250 FEE. I never agreed to signing up for a recurring membership / payment for the service. The information that I was given in the airport was deceptive, terrible customer service. Never received any kind of email that notifies that the free trial is ending and they will be charging X amount on X date for a full subscription. Never got a receipt. I woke up this morning to a charge on my credit card, and that was how I found out about this. Terrible communication, and this is not the right way to go about getting money from people. If one of these people try to grab you in the airport to skip the line, tell them to *** off.

Just adding to the chorus of customers who made sure to turn off auto-renewal well before the free trial period ended, but then found a $179 charge on my credit card statement later anyway. Notably, Clear made sure to send me 2-3 annoying auto-emails asking me to turn auto-renewal back on leading up to the trial end date, but gave me ZERO notification of my card being charged.To be fair, as soon as I noticed the charge, I was able to go to the site and cancel, and they refunded the charge immediately. Though frankly, in combination with the overwhelming number of similar complaints here, it kinda makes me MORE suspicious that the refund was so automated and simple.I've never written a complaint like this before, but as someone who works in online customer service, let me tell you that it's typically pretty difficult for a company to "accidentally" charge a customer. Complaining to *** customer service results in a cheery, generic form response referring to this as an "error," but frankly I find the volume of these "errors" pretty suspicious.

On 7/3/2022 @ approx. 11AM at *** airport my family and I were pulled aside by someone who looked to be wearing an airport staff uniform. He physically grabbed my father's arm and told us that he was going to get us through the line as his "guest". Before we knew it he was plugging in our information, scanning our EYES (telling us it was a photo), physically took our drivers license and credit cards out of our hands and scanned them, AND he clicked "accept" through all the terms and conditions without allowing us to see what was being "accepted". We did not know this was a private company until well after the encounter was over. My ENTIRE family felt ***. IT WAS THE SAME FEELING OF BEING *** - and as a woman, I DO NOT STATE THAT LIGHTLY. My father looked at me after and said, "***, what happened? How did I let that happen?" It was disgusting and pure evil. I am an attorney and I WILL ***. This was absolutely sickening. This was a marketing scheme built to deceive people into believing that they are giving their information to airport staff. I am sickened that I have to leave even a one star for this company.

I tried to open a free Clear account as required to attend a sporting event. The app was skipping the step of allowing me to upload a copy of my drivers license or passport. I called *** and was told that my email address was tied to a man born in *** (I have the name they gave me but don't want to type it here). They said they could not untie my email address to his account or reopen the account I had under the work address of a company I left 10 years ago. Their solution is to tell me to create a new email address and sign up using that. I don't need or want a new email address or to be in their system three different times. Clear 100% refused to help fix this problem telling me they can't remove my email address from that other person's account or even reach out to him directly. I asked to speak to a supervisor who called me the next day. She seemed very junior and not someone with the ability to solve a problem. I unfortunately raised my voice but was very frustrated by the incompetent, pass-the-buck, not-my-problem to solve attitude from Clear employees. What a scam. I hope they go out of business a second time.

I was approached at the *** by a woman who asked me if I'd like to try Clear and skip the enormous line. I had accidentally came across Clear when I was trying to meet all the travel requirements during Covid. So I was familiar with the name and had already registered through their app once in the past. I still don't really understand what it is. The woman walked me to a machine, had me put in some information, I was asked security questions, there was an eye scan, and it does finger prints although I don't believe it took mine. She also told me that they would need a debit card but that I wasn't going to be charged anything unless I wanted to go online and sign up for a membership. I assumed the card was just for more ID verification. That is until I was charged $189 tonight! I received an alert from my bank of this random huge charge that thank goodness they caught. I never pursued anything with Clear again after getting out of that line. I travel once in a blue moon. I would never willingly have signed up with anything for them. I was blatantly lied to and mislead so that I could be charged. This is morally and ethically reprehensible.

Clear makes it seem so easy to sign up and use their services/app. I signed up for a free trial years ago and didn't think it was all that great. The reason I wanted to try them again was that they now get to cut in front of TSA if you have Clear and TSA. Pretty sweet, right? Except for when you try to sign up again, have duplicate accounts, paid and got confirmation on one account and not the other (had no idea until after), get held up at the airport due to this fact, they can't help you ON THE *** and you have to call (***?), one of the gentleman gave me a little attitude about it and condescended me about making a payment/calling, the lines are just as long and haven't really been "faster", I could go on. But, customer service kept putting all of this back on me telling me I need to update my form of payment and just "log in" to get it fixed. I tried resetting my password, I tried updating my credit card multiple times on multiple devices, asked if I should just call and they couldn't solve my problem. They even called me by the wrong name! This feels like a rant at this point but it felt like CLEAR should have made a better attempt to just CALL ME to merge my two accounts, get my membership squared away with my new credit card and move on. Nope. Felt like computer bots were trying to help me the whole time. Not a great experience and I do not recommend using CLEAR. I travel all over the country all the time and TSA is a way better option. Clear hasn't quite figured this out.

A huge regret to comply w a CLEAR representatives offer of 1X use for $5.99 in *** on 1/16/22.3/04/22, $179. was debited to my card.I reported it to my banks fraud dept.for investigation.I had no [protected]@ first who it was or why that amount.I know now it is CLEARS yrly membership fee.On 3/05 I began a nightmare of correspondence w/them & abruptly stopped on 5/05/22.While arguing to get my $179. back,CLEAR charged my new debit card $159.82 on 4/16/22. Livid.Unfortunately my banks fraud dept.did not catch it.I received an email on 4/28/22 which stated $179.would be returned to me w in 3-5 bus. days.Nope.And this was it for *** rep I spoke with told me it $179.was indeed returned to me on 5/03/22.I told him NO it was not.He gave me a 32 digit # as a reference ID,told me to call my bank,they will find it.As I talk to this rep,I had an incoming call.I ignored it.After I hung up w CLEAR listened to voice mail left by my banks fraud dept.informing me my bank card was deactivated asap due to fraudulent activity by a party known as CLEAR.As hes insisting my $$ is somewhere,the bank canfind ithe attempts to rob me for the 3rd time.Speechless.I filed a complaint w CPB to retrieve a total of $338.82.Not to mention $66. in overdraft fees.I filed an official police report & an official complaint w a federal office much better equipped to deal with this than I .After reading all the reviews.. why are they able to continue as a supposed legitimate business when in fact they run on deceit to obtain our credit card information & dip into our [protected]@any given time?

I feel taken advantage of and as I read the reviews here, I see I am far from alone in feeling that way. I have TSA Precheck and as I was trying to go through the Precheck line, I was told I couldn't because it was being used for Clear? I was pregnant and visibly sick, I needed to just get through the line and find somewhere to sit to let the nausea pass. I tried to explain this and was told I could do a free trial to use the Precheck line. I was swindled and was charged with no warning. I didn't realize it until a while later because I am a new mother and had more important priorities. I tried finding the information to call Clear online and was pretty much unable to find it with a name like Clear. I finally found a number on my card's statement to call. I spoke with an agent who assured me I would be refunded the full amount and that the auto-renew (!? auto-renew !?) would be canceled. Well I am sure it is to no surprise that neither of those things were done. And in fact I was charged again. And now I am being told I cannot get a refund for the original charge, even though I never used this service, was told I COULD get a refund, and I never agreed to this anyway! They told me I should have received an email informing me of this but I haven't and they can't even find in my file that an email was ever sent.I want my total refund! And I want this company to stop scamming people! Just be honest about the costs, I am sure there are plenty of people who will willing pay instead of being tricked into it. Now I would never use this service or recommend it to anyone I know.I have requested my case be escalated to management. And I await their response.

I signed up for the free trial membership prior to flying so I could try out CLEAR compared to TSA precheck. I had 2 flights booked during the free trial period and thought it would be a great time to try it out. My first flight left early in the morning and CLEAR was not yet open at the airport. TSA precheck was. Second flight left later in the day, but we had difficulty getting CLEAR to recognize my fingerprints and facial recognition. TSA precheck was moving much faster. I decided the $179 yearly fee was not worth it at this point and cancelled my membership on October 19. Almost 2 months later I noticed a pending charge on my credit card from CLEAR. I contacted their customer service via text message and was informed, "We appreciate your patience while we investigated your charge inquiry. CLEAR was not able to locate the charge with the information provided." CLEAR *** confirmed that my "account was cancelled back on 10/19" Once the charge changed from pending to posted, I again contacted CLEAR. They still were not able to locate the charge, even when I provided them more and more information. Now I am having to dispute the charge with my credit card company and the time I have wasted on this experience is REALLY frustrating. I have contacted CLEAR via text message chat, email, and phone and the matter is still not resolved.

I have repeatedly tried to cancel online and called. They do not allow cancellation online! They do not allow cancellation on the phone!It's a scam!I called and every time. They have hung up on me after telling me a refund was being processed. No refund has been processed! And, no email was received in regards to a refund!It's been three months now! I was just charged $219.00. I want my refund!This is a huge SCAM!Buyer beware! They have a F rating for a reason!DO NOT BUY CLEAR!IT'S A SCAM!IT'S A SCAM!You call the number and no one answers. If they do, they say is this (person calling), yes a refund is being processed and I'll send an email. IT'S A SCAM!iF YOU CALL THIS NUMBER ***, THEY SAY HELLO OR SAY IS THIS (THE PERSON CALLING NAME IS MENTIONED), THEN THEY SAY, YOUR REFUND IS BEING PROCESSED, THEN THEY HANG UP!iF YOU CALL BACK, THEY ANSWER "HELLO" THEN HANG UP!IT'S A SCAM!IT'S A SCAM!IT'S A SCAM!IT'S A SCAM!IT'S A SCAM!IT'S A SCAM!IT'S A SCAM!IT'S A SCAM!IT'S A SCAM!IT'S A SCAM!IT'S A SCAM!IT'S A SCAM!IT'S A SCAM!DO NOT BUY, BUYER BEWARE!

On 9/25/22 I was in the *** line for a flight when I was pulled aside to sign up for CLEAR for a free trial. The machine had issues and the associate couldnt get me fully signed up so he encouraged me to just sign up online and that the trial period wouldnt start until I fully registered my data which I had not done yet, as well as giving me a jump in the line after pulling me from it since it would be another 30 minutes if I rejoined. I went to cancel the following day (9/26/22) saw that first, there was a billing date for 10/9/22, which told me the first associate lied and that the trial had started even though I hadnt given my info yet besides my name and credit card, but i was offered a two month trial offer extension to (12/9/22), which i accepted the trial extension and set a reminder to cancel in December. I woke this morning (10/9/22) to see a charge of 189$ for the service despite the extension offer and when I checked the website I saw that the extension I had accepted had disappeared from my account, and there is a 30$ cancellation charge associated with cancelling now that Ive been charged, despite being aware of their trial period dates as communicated. These practices are predatory and infuriating, and they have no business charging this much for a service that hardly works and controls so much data. I need a full refund and ideally for my account information to be deleted completely.

My father, my husband and I were all CLEAR members. I contacted CLEAR to try and have them consolidate all of our accounts into my account so that we could take advantage of the family discount.In doing so, they merged my father's account for billing purposes but appear to have messed up the biometrics on my husband's account, as he no longer can accurately scan at the airport. When we went to the airport and discovered this, the representative at the airport told us they would setup a temporary "trial" account so we could use CLEAR and then we could call or email to have the accounts merged and everything sorted out.Well, it's been two months of trying to reach CLEAR - their phone people never answer and nobody responds to my emails. Now we've been billed a second annual plan for my husband (for the "temporary" account the rep at the airport signed us up for) and the accounts still haven't been merged. This has become a huge nightmare and nobody will help us.At the end of the day we are looking to have three people on the CLEAR account under my name, and one ***, and the ability to re-enroll so the biometrics can be fixed. I don't know why this is so hard but we can't even get ahold of anyone to help us. We'd also like to be refunded for the duplicate CLEAR account that we are now stuck with for my husband after following the procedure the airport staff told us to follow (which they assured us would NOT result in additional charges).

I was traveling with my family at *** for an early morning flight on or around *** a non-TSA uniform approached us asking if I'd like to move past the line faster. He led me to a large machine and said all I need to do is fill out some information and I would be routed to the front of the line. He said that it was available for each of us (3 in total). He said it was not a membership and the credit card inserted was to find our boarding passes. At no point did he say I would be charged $309 dollars to none of our knowledge or permission. I asked repeatedly what would be done with all of the information collected including the biometric data and led us to believe that it was only collected for their database and would not go anywhere else. This is deceptive scam that preys on people just trying to navigate the challenges of airport security. If this was legitimate, there would have been a truthful acknowledgment of the cost associated with it at which point I would have declined. I work for the U.S. Government and already have trusted traveler status with the *** I contacted my bank and have had to close card and get a new card issued. I will dispute the charge once it finally moves from pending status. I want my money back from ClearMe. The employees operating at *** are doing one of two things...preying on people or are woefully under trained. Either way, it reflects terribly on the company. Total scam.

At *** airport in early July 2022, a man approached me asking if I wanted to move through line faster, which he assured me was free of charge.So I agreed, he spoke a mile a minute but when he asked for my credit card information, I asked stated, "ah, so this is a free trial and if I don't explicitly cancel, I'll be charged then?" Because I've seen this dog and pony show before and I always prefer to just avoid such things altogether since they aren't with the effort. To which he responded, "no, you won't be charged unless you choose to extend your membership after the trial is over". Well imagine my surprise (or really my lack of surprise) when my card was charged $309 anyways on July 22, completely without my consent. Based on the other complaints here, this appears to be a common practice of this company, which seems absurd considering they are located in government funded airports. I literally don't have a single email explaining that I will be charged $309 before or after the charge occurred.What upsets me more is without really explaining what was going on, he took my fingerprints and retina scan. I take this as a major violation of my right to privacy, and more than even the money, I demand that this information be expunged from their systems. There is really nothing that they could possibly say that would convince me that they do not share this information with other parties without my direct consent.I don't care if they give me 10 years free, I still wouldn't ever use this company again.

A young man saw my family and I in a hurry at the airport we were about to miss our flight. He took advantage of us and said hey I have a way you can skip the line all you gotta do is sign up for a free membership and cancel it after you get you paperwork if you dont want it. He assured us if we kept it it was roughly about 20 dollars a person to keep. We believed him and signed up, he said there were no charges, etc. less than a month later my card was charged *** dollars for a yearly membership that I never asked for and knew nothing about! We were taken advantage of and lied to and when I call the company the phone hangs up. This place is a scam that preys on innoncent people. I want my money back! I was lied to and I feel robbed! I feel violated! I would have never signed up if I knew it wouldve cost us 429$ almost a month later! No wonder they stake out by the long line, looking for vulnerable victims desperate to not miss their flight! How awful is that! I never even received information on this scam of an account! The CLEAR company is a fraud! Thieves and I want my hard earned money back! And I am definitely looking into filing a civil claim if this isnt appropriately resolved. How dare you LIE TO INNOCENT PEOPLE WHEN THEY ARE AT THEIR WEAKEST! how dare you say its free of charge and that if the membership is kept its 20 dollars per person but never send any information and then charge 429 dollars! You people are sick! This is as bad as people who prey on the elderly or *** their purses!

I called the CLEAR customer service line to file a complaint on 8--20. I called in to inform the team that the past 2 times I have flown and tried to use the CLEAR service that I pay $179 a year for, I was unable to do so due to the fact that the kiosks were not functioning. Being that this occurred in the last 6 months I had not been using my CLEAR service much as travel was limited due to the COVID-19 pandemic. The agent explained that I would receive a partial reimbursement and a supervisor would be reaching out to me within the next 24 hours. 12 DAYS LATER I received an email from a customer service agent explaining they could reset my biometrics and I could re-do them the next time I could visit a clear kiosk. I had since responded and asked that due to the fact that I was prevented from using my CLEAR service and I was promised that I would receive a partial reimbursement I would still like to explore that option. That agent responded by saying the only way they could issue a partial refund was to cancel my membership. I then responded saying that if they did not feel it was appropriate to help me in terms of refund, reimbursement or other form of compensation I'd like to cancel my membership. MY MEMBERSHIP WAS CANCELLED WITHOUT ANY NOTIFICATION OR RESPONSE TO MY EMAIL. I have had 1 complaint with CLEAR since becoming a member (this one) and they was it was handled is extremely frustrating. As someone who is now needing the services of CLEAR for business travel now more any ever I am very frustrated.

On 08/09/22 I was conned into signing up this service by a salesperson who repeatedly lied to me and deceived me throughout the process. He pulled me out of my place in line at the airport, telling me that because I was flying alone that I could skip to the front of the line if I just followed him. He made no mention of any associated charges or collection of sensitive biometric data. When he began to collect my biometric data, I felt uncomfortable, but he'd pulled me from the middle of a very long line and I was already running late for my flight. I knew that if I backed out at this point that I would miss my flight. After collecting my data, I was surprised with a screen requesting credit card information. He told me that the service was going to be free and that my card would not be charged unless I signed up for extended service at the end of my trial. I went along with it. After the fact, I was informed that I would AUTOMATICALLY be charged $189 if I didn't cancel the membership. This is the complete opposite of what he told me before putting in my credit card information. Immediately after my flight, I logged in to cancel it. In the cancellation process, I was offered 2 mo. free, which I declined. I ensured that the membership was cancelled and that auto-renew was turned off. Despite this, I was surprised on 08/23/22 with a charge of $189 to my credit card. Upon contacting the company on 08/26/22, they refunded the charge. However, I am not comfortable with this company having any of my personal data, including biometric data, that they deceived me into providing to them.

On Sept. *** labor day weekend I was approached at the airport by a Jet Blue or ClearMe sales person who asked me if I like to go to front the line and walked me through the process and guaranteed me there would be no charge since I'm an TRU BLU points member and I would have 60 day trail. Last week on the *** or *** I received a 179.00 bill on my credit card ! . Please, please realize that these airport sales people lie. This is how I came to this conclusion # 1 when I called customer service to cancel they said actually said they do not offer a 60 day trial, OK so then why was it billed almost 20 days later ? Or Billing / Customer Service was lying and they billed 10 days ahead of next month ! I was assured they would processed the refund Immiediately but only confrimation I recieved was an email stating please leave a feedback regarding your customer service call ! I am OUTRAGED becuase nothing is accurate with this company and since I work from home for a national Internet company I own. I am now making this a priority as I deal with as well as my employes of handling customers nationwide as well , to make sure that the world on every review platform that this company is unscrupulous and missleading and will basically lie to steal your money . I am giving this until mid week for a resolve . I personally love Jet Blu so this confuses me is a Jet Blue Subsiderary or a seprate company either way *** is in my eyes not very proffessional and deals in deception for your hard earnded money and will not return it PERIOD. Signed Fumming NON RETURNING Customer

November 24: Using CLEAR's nearby testing location feature (PHOTO ATTACHED), I found an eligible location (*** Health) to make a COVID-19 testing appointment. I needed a negative test within 72 hours of my flight so I could go to *** partnered with CLEAR, who's app showed *** Health as an acceptable location to get tested at (and the attached photo proves that). November 25: I received my results back from *** Health, which showed I tested negative for COVID-19 (PHOTO ATTACHED). However, when I went to upload my negative test result to CLEAR, the company refused to accept it. Let me repeat, CLEAR refused to accept a negative test result from *** Health, which their app deemed an acceptable place for me to go and get tested. I literally found the location for *** Health on their app. With only hours left before my flight at this point, CLEAR forced me to go get a second test at a rapid testing location at ***, which charged me $125 (CREDIT CARD CHARGE ATTACHED). The result was, of course, negative same as the day before. December 5 - Jan 26: Since returning from *** on December 5, I have called CLEAR numerous times to try to get this situation resolved. I'm constantly told a manager or supervisor is unavailable in the moment and will call me back in 1-3 business days, which never happens. CLEAR owes me a reimbursement of $125 for the additional COVID-19 test I was forced to get after they refused to let me upload my negative result from a testing location that was found on *theirapp. I should've never had to get a second test for no reason and pay $125 out of my own pocket. I do not want anything less or anything more than what I am owed, which is a reimbursement for the full amount ($125).

I have been a member of Clear since 2016. I have been paying the membership/renewal price of $179 every year since, despite the fact that I was a student from [protected] and a military retiree since 2013. I can recall asking several times if there were discounted rates available for either of these and was told that all I had to do to get them was to show my ID at the airport. I did that and I have used my military ID to identify myself with for nearly every flight I've taken since. In fact, my military ID number appears as my Known Traveler Number on every boarding pass that I've presented to them for check-in. I can also recall having many conversations with their agents regarding my school-related travel, as well as wearing my school ID and carrying my school's laptop bag. At least twice when the subject of verification came up, I was told that I was already receiving the discounted rate. A friend of mine, who also uses Clear, advised me to check out their site again, which I did. Unbeknownst to me, I'd apparently been paying three times the student rate ($60) and nearly twice the military rate ($90) for the past six years. Once I realized this, I immediately contacted Clear and asked for my rate to be properly adjusted prior to my upcoming renewal (9/15), and if possible, for the sizable overage that I've paid to be refunded. I even provided them with transcripts to prove my status during that time. Their response was: "We received a request to refund your membership renewal. After reviewing your membership, I can confirm that a renewal notice, which included the price was sent to you 30 days prior to your renewal, and the notice were opened. As such, we are unable to refund that charge to you. Please be advised that this decision is final." I tried to appeal, of course, but it's been a week since my last reply and I've heard nothing back. I came here to seek assistance. Can you help me?

At an airport and while in the security check line, I heard people asking the line if anyone wanted to be scanned and processed for faster security checks in the future. I had my earphones on my head, but there was no sound coming through them. Just to be sure this what I heard I asked one of them, a girl, to explain. She said it was going to take approximately two minutes to have some retina scans done and some questions answered by me and then I was going to be able to pass the line upon approval. She asked me to follow her to a kiosk nearby. I was asked to give retina scans and answer some questions related to people I know and places I had lived in the past. After answering those questions, she asked me for DL and second form of ID and said a credit card would do as well. She told me not to worry because it was only for validation purposes and nothing was going to be charged to my card. Thinking that I was at an airport, that the kiosk looked very professional and it knew my son's name, some of my previous addresses and the level of security there, I readily believed her and handed her my Amex CC. Bad choice! Today after pulling my CC statement, I discovered that Clear has charged *** dollars to my AMEX and yet they never said anything about the charge in advance.Here is the catch 22 they very intriguingly used: If they lie to your face and you believe the *** they feed you with at the Airport and you hand them the card, it is not considered fraud. It is still disputable, but through civil process rather than as a fraud crime. Clear knows that people are in a hurry at the airports and also know that people will agree on anything that will get them through the dress/undress waiting faster, they count on deceiving passengers just enough to where it becomes me vs them, one against many. After reading the many complaints about this practice, I promise to gladly participate in the class action lawsuit when the time is right.The dispute will continue!

THIS COMPANY PREYS ON PEOPLE TO SUCKER YOU INTO REOCCURING CHARGES! On 9/26/2022 I was flying home due to the death of a family member. I was at the airport at an extremely early hour where there was barely any line. I was pulled aside while waiting in line by a man asking if I'd like to skip the security line because it seemed I was flying alone. Having no idea who this person was, but seeing he had an official area there in security I stated "sure", and followed him over. This person stated the service was COMPLETELY FREE, and if I was interested I could sign up permanently at the airport on my way back home. I asked the person IF the service would be available in *** (the departing location from my trip back), and he stated yes. Knowing I only fly MAYBE once in a year (if that), there was no reason for me to subscribe to this service. Four days later when flying home, there was NO clearme location at that airport, so good thing I was there early once again. SO even if I wanted to "sign up", there would be no way to do so there. Two weeks later, on the 10th, I was charged $189.00. The first thing I did was come here to Complaintsboard.com to find out about this company. To be honest, at this point I'm terrified of how hard it is going to be to keep them from charging me again. This was a flight home I barely had the funds for, and was because my Aunt had died to complications of cancer. This was an unplanned purchase, and not a flight I wanted to make. I demand a refund as this is NOT a service I want, would NOT be able to use, and was told was free. They definitely worded it to make it seem as if nothing would be charged, and I was also told the service would be at the airport location on my return, to which it wasn't. They tell you what they want to hear, including straight up lying, so they can sign you up for a reoccurring service. They helped turn a horrible time in my life, to something even worse. I am even more scared after reading the previous complaints.

I have been a CLEAR member for ~ 7 years. During this long time period, I have agreed to pay an individual membership. I believe the current 1-year annual membership rate is $79 (although it's possible that it was higher or lower in previous years). I recently discovered that CLEAR has been billing me for multiple membership (TWO separate memberships), just because I happen to have 2 different email accounts. Imagine if every company started double- or triple-billing every customer who has more than one separate email account! Most upsetting, I learned that CLEAR has been billing me for a "Family" membership rate, a more expensive membership type that I never signed up for and NEVER agreed to. The Family membership rate was $279 in 2019, and now it's $252 in 2020 (slightly lower). So, in addition to charging me on 1 credit card for the $79 indivdual rate (which is OK), they have been separately charging me those rates that are 3 or 3.5 times HIGHER for the so-called "Family Rate," which I never ever agreed to. I just spoke to a Customer Service person. I asked him the questions of (1) how they could be billing me on 2 different credit cards a the same time for just one membership? and (2) how they could bill me for the much higher ($279 or $252) "Family membership" if I never agreed to it. He had no clear answer for either question. I have noticed, over the past few years, that CLEAR likes to send emails to you offering to give you 3 free "trial membership" for 3-months each that you can forward onto friends or family members. Last year, I did exactly that with some family members (e.g., I forwarded the 3-month 'free" trial to them). I don't even know that the family members ever bothered to use it. However, the Customer Service rep now tells me that, because they have my brother's name and sister's name in their files, that's why I am being billed at the Family Membership rate of $279. I repeat that I NEVER agreed to pay this much higher membership rate, and I don't even know whether my family members bothered to use the 3-month free trials that I invited them to us. At this point, CLEAR has ripped me of for $531 (at least during the past 13 months). Now I have to look back to my older credit card statements to see if they also ran the same "scam" on me before 2019.

My membership fee is renewed on the first of December every year. I flew 10 times during my membership period from November - November. The first and only time that I was able to use the Clear facilities at Denver Airport was February shortly before CoVid took off. I regularly fly out of DIA, which is where I had signed up for my membership to begin with. The following eight times that I flew, NOT ONE TIME was a Clear kiosk operating at the airport. Not once was I able to utilize the membership that I had paid $179 for! Not once! For almost the entirety of my membership, they were not operational. No explanation of what to expect, or information of when they would be operating again was ever offered. On November ***, I received a notification that I had had an automatic withdrawal taken from my account by Clear, for this year coming up. There was no way that I was going to pay ANOTHER $179 to get nothing in return. The next day, I called to cancel my membership, which was well within the 60 days allowed for cancellation. They first offered to extend my membership for an extra 3 months, "IF" I were to renew. I told her that the 3 extra months aren't worth anything, if every time I try to use the kiosk, it isn't open. I understand that with CoVid happening, and with the slow down in travel, they would want to limit their staffing and shut down some of their operations. That's fine. But then why wouldn't they tell us this, and why would we still have to pay for a service that wasn't provided for us any longer. If I had known it would never been available to me for the rest of the year, I would have taken action sooner. She refunded me for this coming year, which was not them doing me a favor, it is just what they are supposed to do when you contact them within the allowed period for cancellations. I continued to request a refund for the previous year that had just ended as well, since they were not operational at any point during this year at DIA. The kiosks were there but they were closed. She declined, saying that if I wanted a refund, I would have needed to do it within 60 days of when my membership renewed LAST November. I told her that I didn't cancel, because I had every intention of using it, and in fact was trying to use it all year, and was still trying to use it, all the way up to the end of my membership year in November. However I was unable to use it, because they had not staffed the Clear kiosks. The lack of use was due to their choices, not mine. It is ridiculous to think that I would have any indication in November that my membership would be useless for the entire year coming up. If I had known that then, I certainly would have cancelled. Even through the summer and fall, when I was flying, I thought that at some point ,having the Clear membership would benefit me. The final time I tried to use it, was in October, it was still not operational. If I had been able to use it then, they would have every right to charge me for the whole year, but yet again, they were closed. The last time it was available to me and operational at DIA, was in February. Even by their own records they are able to verify this, and I am sure that through company records they could verify that they weren't operating in multiple airports for a long period of time. If they were operating at all, it had to have been very limited hours, as they were never open when I needed to use them. I told her that even a pro-rated refund from the one use I had in February, would be suitable and fair. She had told me that the best she could do was offer me 3 extra months if I were to continue with my membership. . . the membership that I had just cancelled, because they were never open. I told her that I didn't think that was right ,and she told me she would review it with her "team", and get back to me by email. When I received the email, it informed me that they were denying me a refund because I hadn't cancelled within 60 days of when I was charged last year. I returned an email, asking them to reconsider, and reminded her that I didn't cancel because I wanted to use the services, but couldn't, at the fault of Clear who had suspended a number of their operations. There is no way that I am the only one with this complaint! When I was at the airport trying to figure out if they were open, there were other's wandering around doing the same thing. And they said the same thing that I am saying . . . that they are never finding Clear to be open at the airports that they are normally supposed to be operating in. It is absurd to be running a business like this in the middle of a time when there is so much personal and financial hardship taking place in the country. You can't just take people's money with the promise of providing them a service, and then not make it available to them. If people are traveling these days it is very likely that it is out of necessity, and everyone has a lot on their minds, beyond dealing with Clear taking advantage of that fact. Almost every time that I had traveled it was CoVid related. I either had to go to a funeral of a relative who died of CoVid, or go to take care of someone's kids while their parents were in the hospital with CoVid, or help a friend who was grieving the death of her husband due to CoVid. Having to take the time to have multiple conversations on the phone, and taking time to write multiple messages to try to get them to do the right thing, is not how anyone should be spending their time and energy these days. It is taking me away from where I need to put my focus. Life is hard, money is low, and no one should be taking money from people, when they are not providing the service that they had promised them. This wasn't a situation where I had a membership that I just didn't use, and so I want my money back. This is a situation where I had a membership that I wanted to use, and tried to use, but couldn't because they didn't provide it as they had promised, when they took my money. Oh . . and I still have not received my refund for the year coming up that I had cancelled. Also, I was sent a link through email to a survey for Clear . . that link didn't work. Not surprised.