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Business Profile

Travel Agency

Flight Network Ltd

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Agency.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

This profile includes complaints for Flight Network Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 304 total complaints in the last 3 years.
    • 65 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:13/06/2025

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On the 4th of June, I booked a Return flight from Toronto to Amsterdam through 'Flightnetwork.com'. I was charged an amount of $569.43 at the time of the booking.

      On the 8th June, to make sure that my booking is okay, I went directly to the Airline's website (**********) to check my booking with the Reference number the agency provided (******). To my surprise, I noticed that the airline has marked my booking as 'Cancelled'.

      So i contacted the Flight Network Agency to inquire why my flight was cancelled and they were not able to provide me with an answer. For the next couple of days, I went back and forth with the agents at 'Flight Network', and ultimately they said that they cannot do anything and that I should contact the airline to find the reason why the flight was cancelled.

      When I contacted the airline, they said that the booking was cancelled due to 'Non-Payment' because the agency had not paid them money. They said if the Agency called them, they would explain them the exact same thing they told me.

      When i contacted the agency about this, they sent me in circles without helping, saying that since they cannot know the reason for cancellation and since they allegedly have not received the refund from the Airline, they cannot give me my money back. When I told them to call the airline to inquire about the reason for the cancellation, they refused to do so. Now I'm stranded without my money, and it is going to cost me $100 more to book the same flight for me. So now I'm helpless

      Since money was paid to Flight Network, in my opinion, they are obligated to refund the money to me since they did not provide the service I paid for. And I need the money as soon as possible to be able to book my next flight.

      I have ******** a chat history of the last conversation i had with the Agent to see how ignorant they were about my situation. They were not even able to guide me to a place to find a resolution.

      Your intervention in this regard is highly appreciated!

      Business Response

      Date: 18/06/2025

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

      Thank you for your message regarding your booking with order number ************.

      Upon investigating your reservation, we note that you purchased this booking on 4th June 2025 from Toronto to Amsterdam and a return, with the operating airline *** *******. Your outbound flight was booked to depart on 14th September 2025 and the inbound flight on 25th September 2025. 

      We are very sorry to hear about your experience with our customer service department and we hope to be able to explain the situation to you. 

      Our customer service has been unable to see and confirm why the airline cancelled the flights and your booking was therefore escalated to our internal support to investigate this further, by contacting the airline. Our support was instructed to take actions on 10th June, but no resolution has been received yet. 

      We note that you have decided to dispute the payment of 569.43 CAD by contacting your bank on 11th June 2025. We have been informed by your bank that they will investigate the dispute from their side and the expected outcome is no earlier than 9th September 2025. During this period, we are unable to take any further actions nor process a refund, as we need to know the outcome of the dispute first. If the chargeback dispute is decided in your favor, you will be fully refunded by your bank. If the dispute is decided in our favor, we will investigate your case further and make sure that you receive what you are entitled to. We would recommend you to contact us again after 9th September 2025, when your bank has made a decision regarding this dispute. 

      If you have further questions, we remain at your disposal. 

      Kind regards 
      Customer Relations team 
      Flight Network CA

      Customer Answer

      Date: 18/06/2025



      Complaint: 23463181



      I am rejecting this response because:

      Hello,

      Thank you for the response!  However, the above case you claim would take until the 9th September has already been closed by '******* without issuing a refund, two days prior to your response (16th of June 2025).

      May i know if you can process my refund now, since you have pledged that you will work on processing the refund as soon as the above case is closed?



      Sincerely,



      ******* ****** *** ******* ******* ********** ******

      Business Response

      Date: 25/06/2025

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

      Thank you for your message regarding the order ************

      We have investigated this further with the relevant department and they have confirmed that even if the dispute has been closed from *******s side and you have been informed about this, they need to provide the same information to us. According to the information we have today, the dispute is still pending until 9th September and ****** has updated the status to "Waiting for buyer" on 16th June 2025 (*** **********). No further actions are possible until ****** has confirmed to us that the dispute has been closed and decided in our favor. 

      We would recommend you to contact ****** for further assistance. 

      Kind regards 
      Customer Relations team 
      Flight Network CA

    • Initial Complaint

      Date:10/06/2025

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought a round-trip ****** Airways ticket from Provo (***) to San Francisco (***) through FlightNetwork.com for $120.59 - this happened late February of this year. When I tried to check in online the confirmation code failed, and ****** agents at the Provo airport confirmed no ticket existed in their system. To make the trip I had to purchase two new flights on the spot, totaling $358.41. I immediately contacted Flight Network, and after several chats and calls they accepted full responsibility. In early April Flight Network emailed me confirming a total refund of $479: $120.59 to my original credit card (received 5 April 2025) and $358.41 via wire transfer to the bank details I provided. The email said the wire would post within 5-7 business days. More than two months and over ten follow-up calls later, the $358.41 has still not arrived. Each time their agents acknowledge the debt, promise it is “in process,” and give no concrete timeline. Their delay has moved far beyond normal banking windows and feels like stonewalling.

      Business Response

      Date: 16/06/2025

      Dear Mr *******,

      We acknowledge the claim ******** regarding your reservation ************.

      Upon investigating the booking, we note that your request reached already our department and we accepted to compensate you the amount of USD 479.00, 120.59 USD the initial amount you paid to us and that we processed to the original form of payment, and the rest 358.41 USD via wire transfer to the bank account you provided, on April 1, 2025. We escalated the case to the relevant team to investigate the status of the payment, as to date, the payment appears to be successfully completed from our end. Once we receive news, you will be updated accordingly.

      In view of the above, we are monitoring the escalation and once we receive a reply, we will let you know.

      For any further information we remain at your disposal.

      Kind regards,
      Customer Relations Team
       Flight Network

      Customer Answer

      Date: 16/06/2025



      Complaint: ********



      I am rejecting this response because: I have provided my bank details several times to the organization, and just did again, but no money has hit my account. It's been 4 months. I will only accept the business response when my money is refunded.



      Sincerely,



      ****** *******

      Business Response

      Date: 26/06/2025

      Dear Mr *******,

      We would like to inform you that we reviewed your reply and your claim. We will attempt once again a refund via wire transfer using the details you provided.

      We kindly advise you to monitor your bank account in the 5 business days to see the amount reflected.

      We remain at your disposal.

      Kind regards,
      Customer Relations Team
      Flight Network

      Customer Answer

      Date: 26/06/2025



      Complaint: ********



      I am rejecting this response because: money still has not hit my account for the refund. 



      Sincerely,



      ****** *******
    • Initial Complaint

      Date:04/06/2025

      Type:Sales and Advertising Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am filing a complaint against FlightNetwork regarding booking #************, made on June 2, 2025, for two persons. The total amount paid was 1,558.81 EUR via ******. The flight is operated by ******, from Vancouver, Canada to Berlin, Germany, departing June 18 and returning August 11, 2025.

      At the time of booking, it was stated that I would be able to add checked baggage later. Based on this information, I completed the purchase. After payment, I found out that no baggage options could be added through FlightNetwork.

      When I contacted ******, they informed me that no data was transmitted by FlightNetwork and my booking number is not recognized in their system. I cannot access my booking online and can only make changes by phone. Since I currently live in Canada and no longer have a German phone number, this is extremely difficult.

      Additionally, ****** is now asking for excessive fees to add baggage, far above standard rates. These costs were not disclosed during the booking process.

      I feel I was misled, and that the booking process was not transparent. I am now left with an international flight and no practical option to add luggage. I am therefore requesting a full refund.

      I have already contacted FlightNetwork and submitted a dispute via ******.

      Thank you for your assistance in resolving this issue.

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

      Business Response

      Date: 12/06/2025

      Dear Ms******* *,

      We acknowledge your claim ******** regarding your reservation ************.

      Upon investigating your booking, we note that you reached out to us on June 3, 2025 to report the issue concerning the luggage and due to limited access to the airline portal, our customer care referred you to the airline. As per section 3.2.3, when we mediate travel services offered by airlines, we are not guaranteed access to the airline's reservation system. If this is the case, we may enter into agreements between you and the airline on your behalf. We may also ask you to contact the relevant airline directly if you have any questions about your booking, wish to make changes or cancel your booking, including additional services. 

      Additionally, few days later we received a notification in our system that you contacted your bank and issued a dispute of the charges. During an ongoing dispute we are unable and prohibited from transferring any funds in your order, and we have to wait for the bank to resolve the case in either party’s favor. According to our system, the dispute has an expected outcome no earlier than September 1, 2025, and until then, for any further queries you may have in regards to the status of the funds, your bank will be the responsible addressee.

      If the dispute is finally settled in our favor, you are welcome to contact us again and we will mediate any refund received from the airline to you, in accordance with our Terms and Conditions and according to the applicable airline's policies then. If however, the dispute is settled in your favor, you will receive the disputed amount directly from your bank.

      In view of the above, we kindly ask you to get back to us after September 1, 2025 so that we can check the outcome of the Chargeback accordingly and process any refund, if applicable.

      We remain at your disposal, should you wish for further information.

      Kind regards,
      Customer Relations Team
      Flight Network

       

       

      Customer Answer

      Date: 12/06/2025



      Complaint: ********



      I am rejecting this response because:



      Thank you for forwarding Flight Network’s response. I do not accept their answer.

      My complaint is not about an inability to access the airline portal in general, but about being misled during the booking process. The website indicated that additional baggage could be added after booking, which turned out to be false. I would not have purchased these tickets had I known this.

      FlightNetwork also failed to transmit my booking to the airline properly, which is why my booking number is not even recognized by ******. This is not a minor technical issue, but a fundamental failure of service. I have no online access to my booking and cannot manage it without calling ****** from abroad, which is unreasonable.

      While I did initiate a ****** dispute as a last resort, I believe FlightNetwork could still resolve this issue directly with me rather than deflecting responsibility.

      I maintain my request for a refund and do not accept the business response as satisfactory.

      Sincerely,




      ***** ********

      Business Response

      Date: 24/06/2025

      Dear Ms *********

      Thank you for your follow up.

      There seems to have been a misunderstanding in regards to your booking on the airline's website. You can log in to your booking on ******s website using your booking reference (********), as shown in your travel document, your last name and the date of departure. The order reference you provided here (************) is the reference for your order in our system, not ******’s.

      Furthermore, we do not display prices on add-on products that we do not offer to add on your behalf, which if we could, would have been included during the booking process. We are sorry to hear that the cost to add baggage via ****** is higher than you are willing to accept, but this is unfortunately out of our control, and your reservation was sold and presented as a flight reservation without check-in baggage included.

      Though we understand this may not resolve your complaint, we hope it has clarified some of your concerns.  Again, in relation to your request for a refund, we ask that you wait for your payment provider to resolve the dispute you have initiated. Once resolved, if in our favor, we can assist you with checking with the airline in regards to if, or what kind of, refund they offer.

      Thank you for your understanding.

      Kind regards,
      Customer Relations Team
      Flight Network

      Customer Answer

      Date: 26/06/2025



      Complaint: ********


      Thank you for forwarding the latest communication from FlightNetwork.

      I do not accept their response, as it fails to address the core issue of my complaint: At the time of booking, I was clearly told that I would be able to add baggage later. However, no clear ****** booking code was provided after purchase, and I was unable to access my flight on ******’s website to add baggage in a timely or affordable manner.

      Only after contacting Flightnetwork multiple times did I receive the correct booking reference (********). By that time, the only option available was to add baggage at an extremely high cost. ****** has now informed me that checked baggage for both passengers will cost **€589 total**, which is far beyond any reasonable or disclosed amount.

      This situation resulted directly from FlightNetwork's failure to provide the correct airline reference and to inform me transparently about how baggage could be added and what the potential costs would be.

      I therefore request a partial refund of **€589** to cover the additional baggage expenses that I am now forced to pay due to this lack of access and transparency.

      This is not a case of buyer’s remorse, but of misleading booking conditions and incomplete service.

      Thank you for your continued support in resolving this matter.

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

      Business Response

      Date: 01/07/2025

      Dear
      Ms. *********

      This
      is in reference to your response filed with the authority. While we understand
      your discontent, we respectfully draw your attention on the fact that the
      travel document sent to you after the completion of the booking contains the airline
      reference number which is to be used to display and manage your booking on the
      airline’s website (****** *** Exhibit 3).

      ******
      is one of the budget airlines. All the budget airlines have a policy of very
      affordable tickets and expensive ancillary products. We do not control this policy
      and cannot be responsible for it.

      We
      in fact display very transparently our mode of work and our processes in our
      Travel Conditions which are available on the booking platform.

      Thank
      you for your feedback. We will try to make our terms even more transparent, to
      avoid any misunderstanding in the future. In this case, unfortunately we cannot
      take on our responsibility the excessive cost of baggage which is established
      exclusively by the airline.

      Respectfully,
      Customer
      Relations Team
      Flight
      Network
    • Initial Complaint

      Date:29/05/2025

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of Transaction: 1 Jan 2025

      The amount of money paid to the business: $3295.97

      What the business committed to provide you: Flight booking from Ahmedabad India to Toronto Canada (2-way) for 2 people

      What the nature of the dispute: I cancelled the flight on (12 April 2025) from Toronto to Ahmedabad, and company provided me with only $226.37 on 16 April 2025 as refund, after their fees (total - $118) and airline charges (total - $700). After deducting $818 from the one way ticket, I should have received at least $750 as a refund, but the company provided me only $226.37, which is significantly more than $500.

      Weather or not business tried to resolve the problem: I called them 20 times, every time I called them, they said we raised a ticket, it has been almost 2 months with no proper explanations on my refund, just saying airline provided us this much money.

      Business Response

      Date: 02/06/2025

      Dear Ms. *****

      Thank you for your message regarding the order ************.

      We would like to clarify that the refund amount of 226.37 CAD issued to you on the 16th of April 2025, reflects the amount reimbursed to us by the airline, minus the applicable service fees previously communicated.

      We understand your concerns regarding the refund amount, however, we must reiterate that we can only return the funds that are actually reimbursed to us by the airline. We have not retained any additional portion beyond the disclosed service fees, and the refund processed is fully aligned with the amount received from the airline.

      As communicated at the time of cancellation, certain taxes are non-refundable under the airline’s policy. Your tickets included a total tax amount of 1266.46 CAD (633.23 CAD per ticket), the majority of which is non-refundable. Details regarding the amount of taxes can be found on our website, and you also have the option to generate an invoice reflecting the total amount paid.

      We also acknowledge the multiple contacts you have made. While we regret any inconvenience caused, we assure you that your case was handled according to standard procedure. Furthermore, we can confirm that a fare breakdown was provided to you as requested.

      Unfortunately, we are unable to provide a reimbursement of 500 CAD, as we have not received this amount from the airline. We understand that the refund amount may have caused some confusion and appreciate your understanding in this matter.

      Kind regards,
      Customer Relations Team
      Flight Network

      Customer Answer

      Date: 04/06/2025



      Complaint: ********



      I am rejecting this response because: Firstly, they have never provided me the breakdown of the cancellation charges in any way of communication. Secondly, their website just shows one thing in price breakdown, which is airline refund amount: $344.37 minus Flight network handling fees: $118, and total refund amount: $226.37. They don't show any detail explanation on the refund. *** ******** *** **** *************. So I don't have any information on HST/GST charges or any other tax charges by airline, total cancellation charges by airline, and not even total price of the cancellation ticket. Thirdly, they mentioned me on the call that there will be following charges for cancellation per ticket which is same as written in their fare rules: 

      Flight cancellation charge by airline: $350.00

      Flight network handling fee: $59.00

      Any other GST/HST deduction by airline: Unknown (Not provided to me), but in the ticket I can see total is: $190.43 (they mentioned on the phone, some part of it only will be non-refundable, as one way flight has already been taken)

      I have also ******** screenshots of their cancellation charges by the airline and by flight network, and also ticket details. Other thing is in their ticket invoice, I cannot see fare rules, which is very strange. 

      Again, there was a lot of inconvinience caused by flight network. I called them multiple time and answer is always the same, our team is working on this and we have raised a ticket, every time I call, they provide me with the same answer and every time raise a new ticket, without proper breakdown of the charges out of total charges. The funny thing is they don't have breakdown of the price in their receipt as well. * **** ** **** * ********** **** ***** ******* ***** *********. 

      I want a proof of the charges flight network has received from the airline. I am 100% certain that flight network has taken my $500 of the part of return, because they are not providing any proof of detailed charges for the refund they have sent. 


      Sincerely,

      ****** *****

      Business Response

      Date: 19/06/2025

      Dear Ms. *****,

      This is in reference to your rejection submitted
      with the authority regarding order number ******.
      For more clarity, please be informed that we
      instructed our Finance Department to provide you with a breakdown of refund.
      All the amounts and deductions will be broken down, so you have a more detailed
      image of the refund. This will be sent to you immediately.
      We respectfully remind you that you confirmed having
      read and agreed with the fare rules, as a mandatory step, before completing the
      payment for the booking. We transparently display these fare rules before
      payment, so the customer is fully informed about all the conditions of the
      purchase.
      Moreover, you can find the fare rules as a link
      in your flight confirmation and read them at any point after placing the order,
      even after you complete the trip (******* *).
      Also, our service fees are clearly displayed in
      our Terms and Conditions, as Appendix 1.
      Our agents informed you correctly and in
      addition, the information is readily available in all the documents we sent you
      and in your booking account on our platform.

      Best regards,
      Customer Relations Team
      Flight Network
    • Initial Complaint

      Date:13/05/2025

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Complaint Type: Refund Not Received for Cancelled Flight
      Company Name: Flight Network
      Booking Reference: ******


      I purchased a flight through Flight Network from Dammam (Saudi Arabia) to Alexandria (Egypt) with ***** ******* Airlines. The flight was canceled over 6 months ago, yet I have not received any refund to date.

      On April 29, 2025, Flight Network sent me a message stating the following:

      "We have not received any refund from ***** ******* Airlines after 6 months. We can no longer keep this pending request in our queue. Please contact the airline directly to inquire about the delay. Your refund case with us is now closed unless we receive an update from you or the airline."

      I find this response unacceptable. My transaction was with Flight Network, not with the airline directly. Flight Network has a responsibility to resolve the matter with the airline and ensure their customers receive what they paid for.

      I am requesting:

      Immediate reopening of my refund case

      Action from Flight Network to follow up with the airline

      A refund of the full ticket amount without further delay

      A timeline or action plan for resolution

      If no resolution is provided, I will escalate this to legal channels.

      Business Response

      Date: 16/05/2025

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

      Thank you for your message regarding the order ******.

      First and foremost, we would like to apologize for the delay in processing your refund. Upon reviewing your order, we can confirm that you initially contacted us on the 23rd of December 2024 and proceeded to rebook your flights for the 21st of June 2025, with a return on the 13th of August 2025. Subsequently, you reached out again on the 20th of April 2025 and requested to rebook again, but only the outbound flight to the 30th of May 2025. However, you decided to cancel the outbound flights instead against the airlines applicable policy for voluntary cancellations.

      On the 29th of April 2025, we found that only a small amount had been refunded by the airline, 38.65 SAR, which was lower than our handling fee. As a result, we sent you an email stating the following:

      "We are contacting you regarding order ************.

      Unfortunately, your refund request has been rejected because the amount
      repaid by the airline is lower than our handling fee.

      We apologize for any inconvenience this may have caused."


      We are unable to locate the email you mentioned having received in the relevant order, nor has it been six months since the cancellation.

      However, we have now received the refund and have processed the eligible amount refunded by the airline on the 16th of May 2025, which is 1034.72 SAR.

      We appreciate your patience and understanding during this process.

      Kind Regards,
      Customer Relations Team
      Flight Network

      Business Response

      Date: 16/05/2025

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

      Thank you for your message regarding the order ******.

      First and foremost, we would like to apologize for the delay in processing your refund. Upon reviewing your order, we can confirm that you initially contacted us on the 23rd of December 2024 and proceeded to rebook your flights for the 21st of June 2025, with a return on the 13th of August 2025. Subsequently, you reached out again on the 20th of April 2025 and requested to rebook again, but only the outbound flight to the 30th of May 2025. However, you decided to cancel the outbound flights instead against the airlines applicable policy for voluntary cancellations.

      On the 29th of April 2025, we found that only a small amount had been refunded by the airline, 38.65 SAR, which was lower than our handling fee. As a result, we sent you an email stating the following:

      "We are contacting you regarding order ************.

      Unfortunately, your refund request has been rejected because the amount
      repaid by the airline is lower than our handling fee.

      We apologize for any inconvenience this may have caused."


      We are unable to locate the email you mentioned having received in the relevant order, nor has it been six months since the cancellation.

      However, we have now received the refund and have processed the eligible amount refunded by the airline on the 16th of May 2025, which is 1034.72 SAR.

      We appreciate your patience and understanding during this process.

      Kind Regards,
      Customer Relations Team
      Flight Network
    • Initial Complaint

      Date:21/04/2025

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My name is **** ******** and I am sharing my shock at the service I received from Flight Network. Summary of the issue:

      After noticing a minor typo in the spelling of my last name (two letters off), I contacted your cust**** service immediately to request a correction.

      I was sent a payment link, which I paid, yet the correction was not made.

      When I called back, I was told that I would need to pay again—this time nearly $1000 USD—which I refused.

      A representative apologized and promised that the correction would be handled based on the original payment. Once again, nothing happened.

      I spent the entire week before my flight chasing your support team via phone and email, being repeatedly misled with false promises such as “you’ll receive confirmation within an hour” and “this is being handled.”

      I was left under intense pressure up until just a few hours before my flight, unsure whether I would even be allowed to board.

      In the end, I had to resolve the issue myself directly with the airline, while Flight Network failed to provide any solution.

      Only after I had already landed at my destination, I received a message from your team saying that the correction could not be completed.

      You also promised a refund for the name correction fee within 5 business days, which I have not received to date.


      Based on the above, I am officially demanding the following:

      1. A full refund of the payment I made for the name correction, which was never fulfilled.


      2. Compensation in the amount of $700 USD for:

      The extreme emotional distress and pressure caused by your mishandling of the situation.

      The countless hours I spent on the phone with your support team during the week before my trip.

      The fact that I had to take care of the correction myself, directly with the airline.

      The nearly ********** attempt to charge me an additional $1000, despite already having paid.

      Your ongoing lack of communication, broken promises, and failure to deliver on your obligations.

      Business Response

      Date: 29/04/2025

      Dear
      Mr. ****,

      This
      is in reference to your order number ******, for which you lodged a complaint
      with this authority under number ********.
      According
      to our communication records, you contacted us on April 7, 2025 to request name
      correction for three of the four passengers.
      In
      accordance with our guidelines issued by the airline, name correction is not
      allowed by the airline ******** ** and we informed you accordingly. This is the
      reason why we referred you to the airline for this request.

      On
      April 9, 2025, we have another interaction where you requested again name
      correction stating that you have a proof that the airline allows such actions.
      As
      a result, we called the airline and were confirmed that name correction would be possible for a fee. We sent you a payment link for our service fee and the
      airline’s fee, as indicated by the latter. The cost breakdown is as follows: 180
      EUR /197.16 USD (the airline instructed us to charge 30 EUR per passenger, per
      direction) airline fee and 132 USD our service fee.
      We
      also wrote to the airline to provide us with the steps to make the name
      correction, as an exceptional scenario.

      The
      airline instructed us to issue new tickets with the correct names, to charge
      the 30 EUR fee and the fare difference, if any (******* *).
      In
      a new email, the airline came back and made certain additions to the
      information already provided. They advised that we should additionally charge
      12 EUR per passenger per direction for correcting also the names in the old
      tickets (******* *).
      As
      per the airline’s instructions, we issued new tickets with the correct names
      and calculated the fare difference. This was 132 USD for the outbound flights
      and 871.39 USD for the inbound flights, in total 1003.39 USD.
      You
      were communicated the price, but you did not agree. Without payment of the relevant amounts, actions are not possible.

      On
      April 14, 2025 we refunded the amount of 329.16 USD which is the full cost of
      name correction service you paid.

      We
      trust we explained with abundance of detail the situation and our position.

      Given
      the above, we are unable to approve any other refund.

      Best
      regards,
      Customer Relations Team
      FlightNetwork

      Customer Answer

      Date: 30/04/2025



      Complaint: ********



      I am rejecting this response because:
      Your answer is simply outrageous, because you are a company you think you can ***** a private customer like that. Your answer was full of inaccuracies and untruths.
      The details are:
      1. You told me you couldn't make the change and in the end you decided you could (you didn't ask for permission from the airline because I spoke to them and you didn't contact them. So please don't ***)
      2. You sent a payment link and after it was paid you suddenly "invented" another link that was 3 times higher than the previous one. Why?? Because you thought I was tied down, that I had no other choice and I had to pay and that way you could squeeze some more money out of me?
      3. And above all, you ruined an entire week of my life. A week of stress and anxiety. I held the phone in my hand for an entire holiday dinner so I wouldn't miss a call.
      4. Where did you ***? Please, everything is recorded, right? The night before the flight and the morning of the flight, I was assured by two different representatives that everything was taken care of, that I would be calm and here I am in a few minutes I receive an email that it was sorted. Quote "You have nothing to worry about sir, *I promise* you it's being handled and within an hour you'll receive a confirmation email". Of course you didn't handle anything despite the false promises and luckily I took care of it myself two hours after the flight.
      5. If we were in the same country we would have met in court a long time ago, I hate and abhor injustice and I would fight even for an injured animal, let alone a human being. You simply ****** me for a whole week. You tried to ****** money and all this knowing that you were not going to help me. To the point that it already felt personal. ** **** ** ** ************ ****** **** ****** **** *** *** ** *** *** *** ** ****** ******* *********
      6. I demand compensation of 700 euros from you. (In my opinion 10 times less than it deserves) which by the way I'm going to donate it. I just want to know that someone at your place will be aware of the conduct and maybe things will change, even though a minor payment might make a difference. I will no longer be your customer. The question is whether I will continue to sit on websites and publish my review of you everywhere, booking sites, travel sites and travel sites that I find in every language. It is important that you understand something, I am aware of mistakes and things that happen on flights. Losing things, delayed flights, etc. What you put me through I did not imagine was possible in our era. You simply ruined two weeks of my life, including the vacation itself.



      Sincerely,



      **** **********
    • Initial Complaint

      Date:15/04/2025

      Type:Customer Service Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Complaint Letter

      Dear BBB Team,

      I am writing to file a formal complaint against FlightNetwork regarding an unresolved issue with a recent flight booking.

      Issue Summary:

      On [14-Apr-2025] I booked a round-trip flight through FlightNetwork’s website. The flight itinerary is as follows:
      • Departure: 3-Jun – *** to *** at 10:55 AM, connecting to *** to *** at 20:30 on ***** ******.
      • Return: 2-Jul – *** to *** on ****** ******** (direct).

      The booking process was completed successfully, and an amount of SR. 1773.14 was deducted from my bank account. However, I did not receive any booking confirmation via email despite the successful payment.

      Efforts to Resolve:

      I have already contacted FlightNetwork’s customer service via email requesting them to solve the issue.

      Despite my communication, I have yet to receive a response or the necessary booking confirmation.

      Request for BBB Assistance:

      I kindly request the assistance of the BBB to help mediate this situation and ensure that FlightNetwork provides a prompt resolution to my issue, including the immediate delivery of my booking confirmation.

      Thank you for your time and consideration. ****** **** ******** ****** ** *** ******** ********** ********* ******* ************ *** ** ***** ************** **** ************** 
      Sincerely,

      ******* ********** ************************ **************

      Business Response

      Date: 16/04/2025

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

      Thank you for your message regarding order number
      *************

      We acknowledge your claim regarding not receiving your
      booking confirmation.

      We have checked this, and can confirm that the booking is confirmed and the confirmation was successfully sent to your registered email
      address (**************@*****.com)
      immediately after the purchase on April 14th, 2025, at 19:44 (SA local time). ****** **** *** ******** *****

      We also note that this email sent to you with the
      confirmation was read by you on April 15th, 2025, ****** **** *** ******** ***** ******** ****.

      We have now also re-sent the confirmation to your
      email address, and our customer service department always remains available for
      any further assistance.

      Kind regards,
      Customer Relations team
      Flight Network 

      Customer Answer

      Date: 16/04/2025



      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.

      Yes, this is to confirm that I received booking confirmation, but for unknown reason was not shown in my mailbox same booking day (14-April).

      Thanks BBB and FN for your prompt action and response.



      Sincerely,



      ******* **********

    • Initial Complaint

      Date:08/04/2025

      Type:Product Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a plane ticket which I had to cancel due to my health , flight network said I would get a refund in 15 days. That was the beginning of January and they continue to tell me it’s being processed and I should receive my refund in 7 days. This has never happened and now it’s April and they continue to read the same script .

      Business Response

      Date: 10/04/2025

      Dear Ms ********,

      We acknowledge your claim ******** regarding your reservation.

      Upon investigating your booking, we note that you canceled it under the voluntary policies of the airline, which comprised a deduction of a penalty of 177 USD plus the non refundable taxes, alongside our handling fee of 44 USD. After that, the request was escalated to the relevant department to send the refund application to the airline, which is the service provider, and we had to wait the reception of the funds back from their end in order to process the reimbursement. 

      We would like to clarify that as intermediaries we have no influence on the handling time of the refund applications.

      The refund of 1063.27 USD has been processed yesterday to the original form of payment *** ** ******** *** ******* ** *** *****.

      In view of the above, this has been handled from our end and we apologize for the inconvenience experience for this delay.

      We remain at your disposal.

       

      Kind regards,
      Customer Relations Team
      Flight Network

      Customer Answer

      Date: 10/04/2025



      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

      Date:07/04/2025

      Type:Sales and Advertising Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On April 5, 2025, I was intending to book directly with *** Airlines for a one-way trip. I clicked on a link that I believed to be the official *** website. This impression was reinforced by the prominent display of the *** logo and frequent references to *** throughout the initial stages of the booking process. The website I was directed to, unbeknownst to me at the time, was operated by Flightnetwork.

      Navigating through the website was an overwhelming experience, characterized by excessive text, complex terms, and numerous attempts to upsell additional services. There was no clear indication that I was interacting with a third-party booking agent rather than *** Airlines itself.

      Compounding this misleading experience, I inadvertently selected flights on ********* Airlines. This error occurred because there was no visual cue, such as a logo change, to signify that I had been redirected to a different airline's booking options within the Flightnetwork platform.

      Fortunately, I discovered this error within the 24-hour cancellation window, promptly cancelling the reservation and received a refund of $508.34 for the airline tickets.

      However, I was dismayed to find that Flightnetwork retained a "handling fee" of $44.06 per passenger, totaling $132.18. This fee represents an unreasonable 26% of the original ticket cost per passenger for what is essentially a digital transaction. The processing cost for booking one passenger versus three is negligible, making this per-ticket charge feel ********** 
      While I understand that terms of use likely exist, the absence of clear warnings or disclosures about these fees demonstrates a lack of good faith towards consumers. Furthermore, the handling fees are not even clearly itemized on the receipt, further obscuring their impact.

      I request a full refund of the $132.18 handling fees. Any company that values customer satisfaction and brand reputation would recognize the unfairness of this situation and rectify it accordingly.

      Business Response

      Date: 09/04/2025

      Dear Ms. ******,

      This is in reference to your order
      number ****** for which you lodged a complaint with this authority.

      Please allow us to respond to the
      issues raised in order. We trust you will have a better image of the situation.

      Flight Network sells air tickets
      both on its platform and via third parties, as all the travel agencies in the
      world do. We assume you were redirected to our website from a search engine you
      accessed. Our platform’s name is present during the entire booking process and
      displayed visibly on all the booking steps (******* *), so there is no doubt on
      the identity of the site.

      Regarding the airline the customer
      chooses, this is displayed at the end of the row of itinerary in the form of an
      icon (******* *). Just by hovering over the icon, the detailed itinerary is
      displayed and the whole name of the airline is clearly visible.

      In regard to the cancellation fee,
      allow us to respectfully draw your attention on the fact that our Travel Conditions
      are prominently available on our website and our service fees are clearly and transparently
      displayed as Appendix 1 (******* *). You confirmed having read and agreed with
      our Travel Conditions, the airline’s conditions and the fare rules before the
      payment. This is a mandatory step and without ticking the box for acknowledgement,
      the payment cannot be made and booking cannot be completed.

      While we understand your
      discontent regarding the value of the service fee, please note that this is a
      standard fee applied to tickets irrespective of their price.

      We remain at your disposal for any
      further information, however, we cannot waive our fees in this case.

      Best regards,
      Customer Relations Team
      Flight Network


    • Initial Complaint

      Date:07/04/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased tickets for air flight from Flight Network Jan 12th 2024. This included 4 flights
      ***** Ottawa to Toronto, Toronto to Fort Myers FL *****, and 2 flights home which were taken with no issues.

      ** *** Ottawa to Toronto was late by over 3 hours and we missed our connecting flight ***** to Fort Myers.

      As a result of this ****** booked another flight 2 days later. We would have had to pay for 2 nights stay, food, etc. in Toronto. We needed to make event in Florida the next day so we purchased 2 other tickets on a flight the next day and one room at a hotel over night along with food etc.

      After returning home to Ottawa we contacted Flight Network to get a refund for the flight that was delayed over 3 hours and the flight we were never on. They assured us they would be able to get a refund.

      They informed us to contact ****** to send them the information about the delayed flight and the flight we were not on. ****** said that that information must be requested by flight network. Eventually, Flight Network said they had the information and they'd get back to us in a week. They never did.

      We called back every 2 weeks. We went back and forth with Flight Network for over a year. On the 31st of March 2025 they said they had escalated the issue. They mentioned they needed to contact ******, finally after a week they said that we were on the flight that we missed and no refund could be issued.

      We paid Flight Network to manage our bookings and handle airlines, instead they have demanded us to get information from the Airlines and kept us waiting over a year. As a result of all of the back and forth, the inability to live up to their end of the agreement, we are requesting a full refund and are disputing the charges on our credit card.

      Business Response

      Date: 08/04/2025

      Dear Mr. *******,

      Thank you for your message regarding order ******.

      We understand your frustration regarding the cancelled and rescheduled flights. Please note that once your requested tickets have been issued, you received a confirmation email containing your ticket number. At that point, a binding contract between you and the relevant airline is considered to have been established.

      As outlined in our Terms and Conditions, flight departure times may change after a booking has been made, which is beyond our control as an intermediary between you and the airline: "3.4.2 The flight times shown in your booking confirmation may change between the date of your booking and the date you actually travel. We recommend that you stay informed and contact your airline at least 72 hours before your scheduled departure to confirm that your flight (and any connecting flights) will depart as planned. We have no control over schedule changes made by airlines and accept no responsibility for any costs incurred as a result of such changes."

      If one of the flights in your booking was delayed at the airport, causing you to miss your connecting flight, it is the airline’s responsibility to assist you with a rebooking on the next available flight. Should the next available flight have been scheduled for two or more days later, we advise you to submit a claim directly towards the airline, through their website, if it caused you expenses out of your control, due to the delay caused by the airline.

      Unfortunately, we are unable to reimburse the cost of your booking, as the rescheduling of flight times is beyond our control. We also note that you have used your ticket and we are therefore unable to request any refund back from the airline, on your behalf.

      Kind regards,
      Customer Relations team
      Flight Network

      Customer Answer

      Date: 08/04/2025



      Complaint: ********



      I am rejecting this response because: the statement that I was on the flight is false. I contacted the airline "******" last week and asked for them to confirm that I was not on the flight. They informed me that I was not on that flight, I asked for them to send confirmation to Flight Network, they said they do not send out confirmation emails to 3rd party booking companies and that my itinerary would be enough to prove that I could not make my flight. The fact that I'm told that I need ****** and Flight Network to communicate and they refuse to do so, proves that my involvement solves nothing and I must rely on the two companies to provide evidence. 

      I also received the case number from another group who missed the same flight and was reimbursed so obviously it can be done. It's also listed in the Air Passenger Protection guides under the Canadian transportation agency. 

      I will continue with my complaint until these companies can communicate and provide me with the refund for services not rendered.


      Sincerely,



      ***** *******

      Business Response

      Date: 10/04/2025

      Dear Mr. *******,

      Thank you for your message regarding order ******.

      We are very sorry to hear about your experience. 

      Upon investigating your reservation again, we note that the airline made a schedule change on the outbound flights and later assisted you with a rebooking to a departure on 17th March 2024. We can see that the airline made this change on 16th March 2024 and we cannot confirm why these changes were made, as they were made by the airline (and not us, your intermediary).

      We have on your behalf contacted the airline and requested if a full refund is possible for this reservation, but they informed us that a change had been made and that you used your inbound flights. Your tickets are exchanged by the airline (under the airline's control) and we have therefore no possibilities to confirm this from our side. As your tickets were changed and reissued from the airline's side, we as an intermediary are not allowed to claim a full refund on your behalf. Which is the reason we have referred you to contact the airline, as they own your tickets and have the money for them. 

      When it comes to the another group who missed the same flights, we have no possibilities to comment on this, as the situation might differs. In your case, the airline offered you new flight and reissued your tickets, which means that the airline consider this cancellation as voluntary and a full refund is therefore not possible. 

      We would recommend you to take this further with the airline, as we have acted correctly in our role as an intermediary and not breached the contract entered into with you, when this booking was purchased. 

      Kind regards 
      Customer Relations team 
      Flight Network

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