Complaints

• Initial Complaint

  07/01/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear Better Business Bureau, I am writing to formally lodge a complaint regarding a distressing experience I had with ******.com, a travel booking platform partnered with **********. I recently purchased flight tickets through **********’s website, which redirected me to ******.com to complete the transaction. The purchase process itself went smoothly, and the payment was successfully transferred to ****** without any issues. However, I have yet to receive the confirmation email for my booking, despite the instructions stating that it could take up to 12 hours. It has now been significantly longer, leaving me in a precarious situation. I have called ******’s customer service team 4–5 times and spoken with different representatives, including **** and *****. Each time, I was informed that ****** is awaiting confirmation from the airline and that my booking might be canceled within 72 hours, with a refund to follow. This has caused significant anxiety, as my flight is scheduled for January 6th, leaving me little time to make alternative arrangements should the booking be canceled. This situation is particularly upsetting as my family and I are traveling to Edmonton for my sister’s birthday—a critical and meaningful event for us. Despite multiple calls, ******’s representatives have been unhelpful and have refused to escalate my case to a supervisor, further compounding the issue. Given ******’s association with **********, a platform I have trusted for years, it is shocking and disappointing to encounter such unprofessionalism and inefficiency. I believe it is vital for the BBB to investigate ******’s practices to ensure other consumers are not subjected to similar distress. I am seeking your assistance in addressing this matter and ensuring accountability. My goal is to receive immediate confirmation of my booking or a refund that allows me to rebook without further delay. Thank you for your attention and support in resolving this issue. Sincerely, ******

  Business response

  13/01/2025

  Dear Mr. *********,

  Thank you for your message regarding your failed booking with reference ************.
  
  We apologize for the inconvenience caused regarding your booking attempt.
  
  We note that this reservation was “Timed out” due to no confirmation of the booking was received from the airline. The reason for this could be either availability issues, price increase, or technical issues.
  
  Due to this, the payment was cancelled and returned in your account. Kindly find an ******** copy confirming the released funds.
  
  Kind regards,
  Customer Relations team
  ****** CA

  Customer response

  16/01/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  06/01/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased round trip flights from Phoenix to Helsinki on July 6, 2024. Shortly afterward the flight was cancelled. I was not notified. On October 31st when I discovered that my flight had been cancelled, I contacted Flight Network and they told me that I would get a full refund which would likely take up to two weeks. The web site and app always say that I will be getting my refund in seven days. I have been calling almost weekly. I have been told on multiple calls that Flight Network received the refund from the airline on November 21, 2024 but that I still have to wait because Flight Network has to verify the amount. I have tried to escalate this and a manger did call me back, but with no new information. Just the same story, that I qualify for a full refund and that Flight Network did receive the full refund from the airline on November 21, 2024 but that I have to just keep waiting. It has now been seven weeks. I called again today and was "assured" that I would someday get my refund. Order # ************ for $1,493.78.

  Business response

  15/01/2025

  Dear Ms. *******, 
  
  Thank you for your message regarding the order ************. 
  
  Upon investigating this reservation, we note that you purchased this booking on 6th July 2024 from Phoenix to Helsinki via New York and a return, with the operating airline *******. 
  
  You have requested an involuntary cancellation on 31st October 2024, after the airline made changes in your travel plan. We have cancelled your reservation and requested the refund back from the airline. At this point, we have only received the refundable taxes back from ******* and our refund department are therefore in contact with ******* to receive the remaining amount.
  
  We note that you have contacted your bank on 27th December 2024 and disputed the payment of 1493.78 USD. According to the information we received from your bank, their investigation will be ongoing for 90 days the expected outcome is no earlier than 27th March 2025. When a chargeback is raised, we are unable to take any further actions, until the dispute has been closed by your bank. 
  
  Unfortunately, we are unable to take any further actions until 27th March 2025 and if you have any questions in the meantime, please contact your bank. We would recommend you to contact us again after 27th March 2025, for further assistance. 
  
  Kind regards 
  Customer Relations team 
  Flight Network

• Initial Complaint

  06/01/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a flexible return ticket through Flight Network for travel from Vancouver to San Salvador, departing on November 12, 2024, and returning on November 26, 2024. On November 22, 2024, I contacted multiple Flight Network agents to request a change to my return flight, moving it to December 29, 2024, at 07:40. Although the process seemed complicated, after several calls, I was informed that the change had been successfully processed and that there would be no additional charge. I was told to await the email confirmation with the updated flight itinerary. I received the confirmation and new itinerary from agent Mahendrakumar K. on November 22, 2024. However, on December 17, 2024, when I called the airline directly to add extra baggage to my return flight, I was told that my return flight was still scheduled for November 26, 2024, and that I had missed it. I explained that Flight Network had assured me the return date had been changed, but it seems the airline was not updated accordingly. I then reached out to Flight Network for clarification and assistance with rebooking, but I was informed that they could not access my booking as it was controlled by the airline, and that the return date had already passed. Despite speaking with several agents from both the airline ******* and Flight Network, I was transferred repeatedly with no resolution. I now require a rebooking on a return flight for December 29, 2024, as was promised by Flight Network. This can be either from San Salvador to Vancouver, or Managua (Nicaragua) to Vancouver. Alternatively I would like a refund for my return flight so I can book a new one.

  Business response

  15/01/2025

  Dear Ms. *****,
  

  This is in reference to your order number ****** for which you lodged a complaint with this authority.
  Upon investigating the booking and its entire history, we note that you purchased a return trip from Vancouver to San Salvador with departure date on 12 November 2024.
  On 9 October 2024 you contacted us requesting rebooking of your trip further to a schedule change made by the airline. 
  According to the information in the booking system, on 27 September 2024 the airline rescheduled the second leg of the outbound from 23.15 to 13.20 and cancelled the first leg. Later, the inbound was also affected by schedule change, the airline moving the flight to 29 November 2024.
  As per the instructions received from the airline, we can rebook without costs a trip or a leg of a trip that was cancelled only for the same day. There is a window for rebooking without costs provided by the airline, and this is in the case of ******* only one day. Any other rebooking would be made with costs.
  on 18 October 2024 we sent you an email detailing the alternatives: accepting the changes, rebooking the flights or get refunded by the airline. To this email, you responded that you wish to rebook your trip to 22 or 23 December.
  We attempted to rebook involuntarily (without costs for you), but the change was not possible, as the system did not validate it.
  On 22 November 2024 you contacted us again for rebooking and we communicated the price which was not accepted by your side. 
  On 23 November 2024, the airline changed your inbound to 29 December. This is, we assume, further to your actions directly with the airline. On the same date, we confirmed the new date for the inbound and the flight segments were saved. We removed the previous flight segments according to the procedure. Note: abbreviation HK means that the flight segments are conformed in the system.
  You are requesting us to rebook the flights for 29 December, which is a past date. The only option left is cancellation and refund.
  We contacted the airline in order to be confirmed whether a full refund is still possible and if any of the flight segments were used (we no longer have access to the ticket, as it was exchanged by the airline). As soon as we receive a reply from the airline, we would inform you accordingly.

  Best regards,

  Customer Relations Team

  Flight Network

  Customer response

  22/01/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  Parts of the information you have provided about my booking history is incorrect, however not particularly relevant to my case. I first made the booking for a Flexi-ticket with Flight Network on 25 September 2024. I was informed by *** ****** of a schedule change resulting in the first leg of my outgoing flight being cancelled on 08 October 2024 and rebooked my outgoing flight as a result on 15 October, directly with the airline *******. I later (18 October) received an email from Flight Network informing me of this change, however did not respond as I had already completed the rebooking directly with *******. 

  
  I contacted Flight Network by phone on November 22, 2024, to arrange changing my inbound return flight, moving it to December 29, 2024 at 07:40. I spoke to multiple Flight Network customer service agents as the process seemed unnecessarily complicated, however after several calls I was informed by Flight Network that the change had been successfully completed with no additional charges to myself. I was told to await email confirmation of the change with details of my updated flight itinerary, which I received in three separate emails from Flight Network agents Aman K., Mahendrakumar K. on November 22, 2024 (****** *** ***********). I did not receive communication from the airline ******* confirming this change, however Flight Network’s Terms and Conditions state that once email confirmation of a change is received from them the rebooking is completed, and so I considered it done. You also have sent an attachment detailing my return flight information in response to my original complaint which shows this was apparently the case. 

  When I called ******* on December 17, 2024 to add extra hold luggage to my return flight, I was told that my return flight was still scheduled for November 26, and I had therefore missed it. I explained that I had received email confirmation from Flight Network that the return date had been changed, but it seems either ******* had not been communicated with, or they had failed to complete the requested change on their end.

  I then reached out to Flight Network for clarification and assistance with rebooking, but was informed that my booking was no longer accessible as it was controlled by *******, and as the original return date had passed changes would no longer be possible. Despite speaking with several agents from both ******* and Flight Network, I was transferred repeatedly with no resolution. I was forced to book a new return flight to Vancouver, which cost me $670.60.  

  I kindly request at minimum a refund of the return flight cost, or compensation for the inconvenience caused. You state that you have contacted the airline to confirm whether a full refund is still possible and if any of the flight segments were used, however I have not received any further communication regarding the matter so I will keep the case open until it is resolved.

  Sincerely,
  
  ***** ******

  Business response

  18/02/2025

  Dear Ms. ******,
  
  Thank you for your message regarding your order with reference ************. 
  
  We apologize for our delayed response. 
  
  We note that we have received a response from ******* who informed us that they are unable to locate the initial ticket issued by us, Flight Network, with reference **************. This is due to the ticket being exchanged (rebooked) directly by *******. 
  
  As stated in your messages, you have performed rebooking(s) directly with *******. This means that we no longer have any access to the reservation and have to refer you to contact ******* directly. 
  
  We understand that our response may not be the one that you were hoping for, however, we trust we have provided a clear explanation as to why we are unable to consider your claim.
  
  Kind regards, 
  Customer Relations team 
  Flight Network

• Initial Complaint

  06/01/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company charged me for a flight that was cancelled and was also refunded by air ******* for the cancelled flight. **** ******* ** ******** **** ******** *** ******** ** ********** *** ******** ********* 

  Business response

  13/01/2025

  Dear Ms. *****,
  

  This is in reference to your order number ****** (numerical ************). 
  

  After investigating the booking, we note that you purchased a one-way trip from Guinea Bissau to Nouakchott via Dakar, with departure date 8 November 2024. On the same day, 8 November 2024 at 12.00 hrs system time, the airline cancelled the first leg of your trip, namely Guinea Bissau to Dakar. The second leg of your trip remained valid and unaffected.
  

  You contacted us on 8 November 2024 and asked details of the schedule change made by the airline. We referred you to the airline, as no alternatives were offered by the airline for the cancelled flight.
  

  According to our records, on 9 November 2024, you requested refund of the order due to the schedule change occurred. Unfortunately, the ticket had been exchanged (reissued) by the airline and we no longer could access the information. Moreover, when a ticket is exchanged (reissued) by the airline, we are technically unable to apply for refund.
  

  The reissuance of the ticket was probably further to your request placed directly with the airline.
  

  In addition, we can see that you initiated a chargeback with your bank. Please be informed that with an ongoing chargeback case, all actions on the reservation are suspended. The expected outcome of the chargeback case is expected not earlier than 16 February 2025. 
  

  We trust the above help clarify our position.

   

  Respectfully,

  Customer Relations Team

  Flight Network

• Initial Complaint

  02/01/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked flight tickets on Flight Network website and paid CAD831 on December 13. During the booking process, there is no cancellation policy nor ticket fare policy stated on the website. Later, I had to cancel this trip in the same day. I contacted Flight Network and was told there was CAD59 administrative fee for each passenger which was not refundable. So the total was CAD177 for 3 passengers. I explained to the customer agent that there was no information about this administrative fee during the booking. And also the airline allows free cancellation within 24 hours (the airline is **********). But Flight Network refused to refund this administrative fee.

  Business response

  08/01/2025

  Dear Mr. ** **,
  

  This is in reference to your order number ****** for which you lodged a complaint with this authority.
  We investigated the booking and note that you purchased on 13 December 2024 a return trip from Edmonton, Canada to Bogota, Colombia for a total amount of 831.00 CAD.  The order was voided at your request on 14 December 2024. The refund of 654 CAD was processed the same day into the method of payment used upon booking the tickets.
  

  Regarding the difference of 177 CAD, this is our service fee which is 59 CAD charged per each passenger.
  Please note that in accordance with our Travel Conditions (https://********************************************) which you confirmed to have read and agreed with upon using the booking platform  and again, as a mandatory step, before payment, we charge for any cancellation a service fee of 59 CAD. Our service fees are readily available and transparently displayed on our website at Travel Conditions section as APPENDIX 1 – FEES FOR ADMINISTRATIVE ASSISTANCE.
  

  We trust the above help clarify your issue.
  

  With the information we provided above in mind, we unfortunately are not able to approve your claim.
  
  Respectfully,
  

  Customer Relations Team
  Flight Network
  

  
  

  Customer response

  08/01/2025

  
  Complaint: ********
  
  I am rejecting this response because: the whole booking process doesn't mention any administrative fees. Even after the booking was made, there is no administrative fee showing in the receipt or book details. It hides in the deep of the terms. Customer usually don't read terms while booking. Also, it was canceled within 24 hours. Airlines won't charge the anything if the booking is canceled within 24 hours. 
  
  Sincerely,
  
  ** **

  Business response

  16/01/2025

  Dear Mr. **, 

  Thank you for your message.
  
  Please note that the customer's responsibility is to verify that our Terms and Conditions have been read and understood before completing the payment. We cannot be held responsible If these were not read.
  
  We would also like to inform that the refundable amount of 645 CAD was clearly informed to you, prior confirming the cancellation of the reservation via “My Booking” on our website.
  
  Due to the above, we cannot accept this claim.
  
  Respectfully,
  Customer Relations Team
  Flight Network

  Customer response

  22/01/2025

  
  Complaint: ********
  
  I am rejecting this response because: comparing with other online travel agencies who clealy list all penalties during the booking process,  Flight network did not mention it. Instead, they choose to hide the details in the bottom of their terms and policies. Also, all cancelation were handled automatically by the system. I am wondering where this administration fee goes to? Those big online travel agencies such as *******,  ******* allow customers to cancel flight booking within 24 hours without penalties because this is the rule from local government. But Flight network use another word "administration fee" to charge customer. ***** ****** ******* ******* ** ****** **** ******* ******* * ***** **** ****** ******* * **** *** ******* ***** ***** ** ***** ***** **** ********.
  
  Sincerely,
  
  ** **

• Initial Complaint

  19/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a plane ticket from this company for my mother from Brazil to the United States. Since my mother had a health problem, I asked for the ticket to be canceled or changed. I called the company and they said they couldn't resolve the issue, so I called the airline, which informed me that only this company can resolve the issue. The company is exempt from resolving the issue and, as a result, I will lose the ticket and the amount paid. * *** **** ******** ** **** ******* *** ********** **** **** ******* ** ***** * **** ******. I tried to contact them for several days and they deceived us by saying that it is the airline that resolves the issue, when the responsibility is entirely theirs.

  Business response

  20/11/2024

  Dear Ms. *******,
  
  Thank you for contacting us regarding case number: ********, concerning reference number: ******.
  
  According to the order details and our findings, we can see that you contacted us on the 14th of November 2024 asking to rebook or cancel the reservation. Our customer service representatives informed you of our handling fee of 215 BRL and asked you to provide a specific date to review the reservation system details if any additional ticket price had to be covered. The airline's rules state that in case of rebooking the airline's fee of 1165.08 BRL (=188 EUR) applies plus any ticket difference based on the availability on the requested date.  Regarding the cancellation refund due to personal reasons, the airline's policy which we are obliged to follow, states that no exception applies and only a tax refund is possible, this is why you were referred to contact the airline for any possible exception.  
  
  As an intermediary, we cannot be held responsible for the airline's policy. We have mediated the sale of a valid flight ticket offered by the airline, issued it accordingly in your name, and thus fulfilled our end of the contract. We can't be held accountable when the airline does not allow a full refund due to personal reasons.
  
  We reached out to the airline once again to confirm the aforementioned and their response was as stated previously, meaning that the ticket rules apply and for rebooking the airline's fee is applicable, and in case of personal reasons cancellation only a tax refund can be provided.  
  
  In summation, we find no error on our end concerning the scope of service we offer and are contractually bound to uphold, and we are unable to accept your claim for a full refund due to personal reasons, based on the information provided. Nor can we offer a ticket refund as the airline has not processed any amount to our account, and the rules of the ticket do not offer a full refund.
  
  Be aware that since your flight is in the future you can still contact us and review the options mentioned above.
  
  We are committed to ensuring that your travel experience is a positive and memorable one.
  
  Thank you for choosing us, and we look forward to assisting you in arranging your future travel plans.

  Kind regards 
  Customer Relations team 
  Flightnetwork 

• Initial Complaint

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 11,2024 I ordered #****** round trip Toronto to Tehran (two stops) for my husband and I totally paid full amount of 3039 CAD to *** ****** through Flight Network .The journey supposed to start on April 19,2024 but on April 17 I got an email from ******* airline that flight from Vienna to Tehran is cancelled.I contacted to flight network for any solutions and what they said to me : To gain my fully amount back I have to write an email to cancel whole package and give them my credit card number to charge me approximately 700 CAD as a penalty!!! Now I think how they could use my panic call to charge me for cancellation fine that wasn't my fault and I feel stupid about .They easily withdrew 530.72 USD cash through **** NY fair affairs company from my credit card and still looks weird for me how and why I paid money for nothing .I am asking flight network to give my 530 USD back because they used my frustration to charge me more by that **** Company!!! All the documents and emails are available for consideration .thanks in advance

  Business response

  14/10/2024

  Dear Ms. *******, 
  
  Thank you for your message regarding the order ******. 
  
  Upon investigating your reservation, we note that you purchased this booking on 11th January 2024 for two passengers from Toronto to Tehran and back again, with the operating ******** *****, ******* ******** and *** ******.
  
  You have contacted our customer service on 17th April 2024 and requested to cancel the reservation, due to the schedule change made by the airlines. 
  
  We have on your behalf claimed a full refund of 1519.56 CAD per ticket back from the airline. 
  
  We would like to clarify that you have paid in total 3055.08 CAD for this reservation, and the price paid for the tickets was 1519.56 CAD x 2 (3039.12 CAD). As the payment for the tickets were made directly from your card to the airline, the airline is also responsible to process the refund directly to you. We have refunded the difference of 15.96 CAD from our side, on 27th April 2024 (*** **********). If the airline has refunded less than 3039.12 CAD (1519.56 CAD x 2), we would recommend you to contact the airline (*** ******) for a refund breakdown. The payment for the tickets were never made to us, and we are therefore unable to answer how the refunded amount was calculated by *** ******. 
  
  Kind regards 
  Customer Relations team 
  Flight Network

  Customer response

  21/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:All you say is right BUT the Airline was not ***** !it was ******** airlines AND didn’t pay attention to my complaint about that  on April 17, 2024 I talk to your help desk agent (****** ***** @********.com )and he said because of cancellation that was not my fault I should pay about 700 CAN and asked for my credit card number and right away **** company withdrawal-led foreign currency as 530.72 USD from my card and receipt is ********.Now it’s my question why you charged me for cancellation that was not my fault !!!
  
  Sincerely,
  
  **** *******

  Business response

  05/11/2024

  Dear Ms. *******, 
  
  Thank you for contacting us regarding the case number: ********, concerning the order number: ******. 
  
  Following our conversation, kindly be aware that as a travel agency (Flight Network) we requested the full refund on your behalf and no cancellation fee of ours was applicable, thus we asked you to pay no fee to us. We are unaware and have no relation with the help desk agent or the **** company you mentioned previously. 
  
  You purchased this booking on 11th January 2024 for two passengers from Toronto to Tehran and back again, with the operating airlines ********, ******* ******** and *** ******, with the latter being also the ticket owner (*** ******). 
  
  You have contacted our customer service on 17th April 2024 and requested to cancel the reservation, due to the schedule change made by the airlines. 
  
  We have on your behalf claimed a full refund of 1519.56 CAD per ticket back from the airline. 
  
  We would like to clarify that you have paid in total 3055.08 CAD for this reservation, and the price paid for the tickets was 1519.56 CAD * 2 (3039.12 CAD). As the payment for the tickets were made directly from your card to the airline, the airline is also responsible to process the refund directly to you. We have refunded the difference of 15.96 CAD from our side, on 27th April 2024. If the airline has refunded less than 3039.12 CAD (1519.56 CAD * 2), we would recommend you to contact the airline (*** ******) for a refund breakdown. The payment for the tickets were never made to us, and we are therefore unable to answer how the refunded amount was calculated by *** ******. 
  
  We hope this clarifies the situation. Should you wish for further details we remain at your disposal. 
  
  Kind regards 
  Customer Relations team 
  Flight Network
  
  

  Customer response

  10/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: on your response that say( we asked you to pay no fee to us. We are unaware and have no relation with the help desk agent or the **** company you mentioned previously ) it looks so STRANGE to me ! So again I am saying after I got email from ******* Airline I talk to flight network agent (maybe ****** ! )and  he put me on hold then he did contact me to the guy ( ****** ***** ) to get the solution about our cancellation flight process. The email that is ******** provided ****** ***** email and what was done at that moment . Still I am looking for our money that wrongly asked me for cancelled flight that I booked through Flight Network.
  
  Sincerely,
  
  **** *******

  Business response

  14/11/2024

  Dear Ms. *******,
  

  This is in reference to your rejection that has been submitted with the authority, case number ********.
  

  We draw your attention on the fact that in the receipt you sent to us the beneficiary of the funds is an entity called **** ******* ***** *** ****** LTD, and not Flight Network.
  

  Flight Network will never send you any kind of correspondence and ask you bank details or personal information related to your bank accounts.
  

  We advise you to get in contact with the payment provider and request a chargeback for this transaction, if you do not recognize the merchant. Please be informed that we did not charge any amount as service fee or cancellation fee or other type of fee. Also, the email address from which the correspondence was sent does not belong to us.
  

  We trust this time the above made clearer our position and clarified the situation.

  Respectfully,

  Customer Relations Team

  Flight Network

  
  

• Initial Complaint

  25/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi, on May 29, 2024 I booked 2 tickets to Nanaimo from Calgary (return) for June 19th through flight network. they booked with ******** at the time of booking, they asked if I wanted to add a flexible ticket for an extra $77/ person. I opted to as we knew we likely might reschedule. On Monday, June 17th 6:30am (MST), I called them to reschedule the flights. they said I need to call ******* to do this directly. I did and ******* said they needed flight network to call them to change. Flight network says that because ******* changed my ticket at some point (something about hand luggage rule change), they were now unable to make this a flexible ticket. I have been on calls with them 4x daily for the past 2 days trying to speak to a supervisor to see if we can change the flights. As the flight is today, and I didn't want to lose all the money, I will be flying. But my partner is still forfeiting his ticket as he is unable to travel. Talking to Flight Network has been beyond frustrating, every time I call, they tell me they will escalate this to their customer care team but nothing is being done. I get the feeling they are sitting on this until after the flight leaves so they can ensure they do not have to reschedule the flight. I have made 3 requests to speak to a supervisor over the past 24 hours and have had no communication (they are always unavailable and will 'call me back'). At this point, I would like to at least try and recoup the $154 we paid for the 'flexible ticket' as there was nothing flexible about it. Please let me know if you can help. *** *******

  Business response

  03/07/2024

  Dear Ms. *******,

  Thank you for reaching out regarding order ************. We are truly sorry to hear about the inconvenience you faced with your rebooking request.
  

  Upon reviewing your booking details, we found that on June 17, 2024, you reached out to us to cancel your booking. Since the airline had exchanged your ticket, our agent suggested that you directly contact the airline.The next day, on June 18, 2024, you informed us that the airline instructed you to contact us. Unfortunately, we were unable to assist with your rebooking or cancellation request because the airline had control over the ticket status due to the exchange.
  
  When an airline exchanges a ticket, we are unable to make any changes or view the ticket status from our end. Therefore, you were redirected to the airline for assistance. We also noted your request to speak with a supervisor on June 19, and our supervisor attempted to contact you on June 20 and 21, but was unable to reach you.
  
  Since you mentioned completing your journey and we were unable to finalize the rebooking request from our end, we have refunded the cost of the flexible ticket product amount, CAD 154.08, to the original payment method used for booking. Please allow 5 to 7 business days for the refund to reflect in your account.
  
  Once again, we offer our sincere apologies for the inconvenience and trust that your complaint has been resolved. For any further information or assistance, please do not hesitate to reach out to us.
  
  Kind regards,
  
  Customer Relations Team
  

  Flightnetwork CA
  

  
  

  Customer response

  03/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The ‘exchange’ for the ticket was done by the airline without my knowledge or consent. 
  i was forced to take the flight because there was no resolution after making numerous attempts and reexamining this situation every time. Each time I was told the context was documented so I wouldn’t have to reexplain myself, yet here we are again. 
  the manager called me 2 mornings in a row at 5:45am, so yes, i missed those calls. 
  when I called back to explain that and request a call at a reasonable hour, I never heard back. 
  Sincerely,
  
  *** *******

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been charge 881CAD instead of 581CAD. I spoke to an assistant who couldn’t properly explain the reason of this overcharge and couldn’t refund me despite the fact that it was 24h within the booking date. They also want to charge me a cancellation which is illegal. Thank you for helping me

  Business response

  08/04/2024

  Dear Mr. ******, 
  
  Thank you for your message regarding order ******* 
  
  First of all, we would like to apologize for any inconvenience experienced. We assure you that we strive for the best in order to assist you, and your feedback is valuable for us. 
  
  After carefully investigated your reservation, we have found an technical error which occurred during the payment for your flight booking due to an price increase from the airline. We have therefore now processed a refund of the price difference (881,80 CAD - 580 CAD) with 301,80 CAD to you. The funds will clear into your account used upon booking purchase in accordance with the individual bank's turnaround times. ****** **** ******** ***** ** ******* 
  
  Kind regards, 
  Customer Relations Team
  FlightNetwork CA
  

  Customer response

  08/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  23/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am compelled to submit this formal complaint against FlightNetwork regarding their handling of Order ******, which directly resulted in a significant disruption of planned travel for passenger ***** *************, with the payment made by myself, ****** *********. The total expenditure for this disrupted service amounted to $1,937.36, covering a multi-segment journey from St. Petersburg to Sao Paolo, with a return from Rio to St. Petersburg. Detailed Incident Overview: Automatic Check-In Service Failure: The purchased service included automatic check-in for the flights commencing on February 19th. This promised service was not rendered, necessitating a manual check-in process, which was the initial point of failure. Online Boarding Pass Issue with ***** Airlines: An attempt was made to secure a boarding pass for the Sao Paolo segment through ***** Airlines online, which proved impossible due to the tickets being incorrectly booked by FlightNetwork, As ***** showed that ticket should be requested with ******* airlines. Boarding Pass and Flight Cancellation Ordeal: ******* Airlines could issue boarding passes only up to Barcelona, and did not provide the boarding pass from Barcelona to Sao Paolo. Subsequent attempts to resolve this issue highlighted a lack of responsibility between airlines, attributed to the flawed booking by FlightNetwork. Ultimately, this led to the passenger missing her flight and being stranded due to the premature closure of the check-in counters in Barcelona, followed by the unwarranted cancellation of all remaining flight segments, including the return journey. Resolution Requested: In light of FlightNetwork's failure to adequately book the tickets and manage the ensuing complications, leading to significant inconvenience and financial loss, I request the BBB's intervention to secure a full refund of $1,937.36. This situation not only reflects a breach of trust but also a glaring disregard for customer service and accountability.

  Business response

  29/02/2024

  Dear Mr. *********, 
  
  Thank you very much for reaching out to us.
  

  We are very sorry to hear about the inconvenience that the passenger has encountered during her travel.
  

  Often Airlines of the same alliance offers flight combinations to their passengers to serve more divers routes. In such cases the flight ticket is always issued on one of the airlines and this airline will then forward the money to the other airline/s for the flight they will operate.
  

  Upon investigation, we can note that we have indeed issued all flights on a ticket of the airline ***** and that all flights were confirmed in the booking system. We cannot see any irregularity in our system and as well the airline ***** has not reported any. The airline informed us that they can see that the passenger was tagged as a no-show in Barcelona without any reason.
  Additionally, we could note a notification in our system showing that you have chosen to contact your bank and issue a dispute of the charges, also called a chargeback. This means, we are unable to assist you any further until the bank’s investigation has been concluded and decided in either party's favor, we expect the outcome no earlier than May 23, 2024.
  

  Therefore, we must ask you to contact us after the outcome and to provide us proof that it was due to our error that the passenger could not travel. However, based on your claim, the passenger missed her flight due to the early closure of the check-in counters in Barcelona and such issue is outside of our responsibility as a travel agent. Because we are not responsible for such issues but the airlines or the airport services. Claims in this regard should be addressed directly to the airline in question.
  

  We remain at your disposal if further information is required! 
  

  Best Regards, 
  Customer Relations team 
  Flight Network US

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩