Complaints

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

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  Flight Network Ltd

  2850 - 145 King St W Toronto, ON M5H 1J8

• 

  Flight Network Ltd

  1401 - 145 King St W Toronto, ON M5H 1J8

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.

• Initial Complaint

  Date:22/02/2023

  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 could not take my trip due to covid, the airline has issued the refund to the Flight Network but they are refusing to pay me back my money saying that it is being processed but it is not being processed and they just keep on delaying it and apologizing for delaying.
  
  details:
  Name: *** ********** Email address: *************@*****.COM
  Order number: ******
  Sydney to Toronto

  Business Response

  Date: 28/02/2023

  Dear Mr. *** **********,

  Thank you for your mail regarding your order number ******. 

  We are sorry to hear this inconvenience you experienced related to your refund request. We assure you we strive for a higher service level than you describe and assure you that your feedback will be taken into consideration moving forward.

  After investigating your reservation, we note that you asked a cancellation on the 18th of December 2022. We confirmed it and we started a refund procedure as agreed. However, due a technical issue that delayed the refund application, we were not able to locate  initially the funds transferred by the airline and we informed you according to the normal cancellation rules of your ticket.
  Nevertheless, we have now processed the refund of 4161 AUD to your original form of payment, corresponding to the total amount paid for your ticket that you were entitled to. ****** **** ******** *** ***** ** *** ******* 

  We hope the above information clarifies this claim and we remain at your disposal if you need any additional information or clarification. 
  

  Kind Regards 

  Customer Relations 

  Flight Network Australia 

• Initial Complaint

  Date:21/02/2023

  Type:Customer Service 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.

  Purchased my tickets November 11, 2022 for flights in August 2023. Many issues regarding the flights to this day. Multiple issues with flight times and lay offs being uncoordinated. I was reassured to wait within 5-7 business days, but 2 months later with many follow ups, I have not been supported. The Airline itself had told me that the flight was canceled and I had to rebook and when I called Flight Network, they had informed me that this was not true and that the flight was still ongoing and I should "ignore the email". Clearly this wasn't the case when in fact it was cancelled and I had to rebook with the airline itself. I got an email later on that my whole flight is cancelled. The customer representative was passive, which isn't a surprise to me as many of the times I called there were little to no support. They must not require any prior customer service training before hire. Anyway, I asked to speak to a supervisor or manager and was told no one was available. I know this is also untrue as I requested this before, and no follow up has been made. I am extremely distraught by this service. The stress I have experienced through this company is insurmountable. I will probably scream at the top of my lungs in every posting to stay away from this company. Little support, unclear procedures and information. I want all of my flights rebooked for the same dates. I also would like the manager to contact me directly to ensure this process is going smoothly. I am sick and tired of being told one thing and then the other happens.

  Business Response

  Date: 01/03/2023

  Dear Mrs. ******** *******, 

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

  First of all, we apologize for the delay in handling this schedule change issue but we were waiting the airline's reply and confirmation in order for us to be able to reissue the tickets on the confirmed alternative flights. 

  Our relevant department has already reissued the tickets and has sent you a confirmation mail with the instructions in order for you to check your updated itinerary. 

  We hope the above information clarifies this claim and we remain at your disposal if you need any additional information or clarification. 

  Thank you 

  Best Regards

  Customer Relations Team 

  Flight Network CA 

   

• Initial Complaint

  Date:15/02/2023

  Type:Customer Service 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 complaint is regarding flight tickets ordered through FlightNetwork on 14th January 2023. The ticket was supposed to be from Toronto to NYC from 17th Feb to 20th Feb. I received the exact same tickets with destinations reversed. Unfortunately, I cant prove whether this was a technical issue while going from ********** to FlightNetwork or my mistake selecting To and From.
  
  I contacted FlightNetwork yesterday and spoke to an agent called Apna. Initially Apna asked to keep me on hold for around 10-15 mins to change my ticket before realizing that that's not possible. Then, I was told to wait another 15 mins for cancellation options and she came back and told me the price for cancelation would be 112 CAD which I accepted. Finally, after accepting, 10 mins later and now around 35 mins into the call, she tells me there's nothing to be done. After two different commitments to solve the issue! Apparently it can only be done through the airlines, when I contact the airlines, they say it should be through this travel agency.
  
  Now I cant cancel or change the tickets after 40 mins on the phone and was offered no solutions whatsoever. I'm probably missing the return flight and they wont even let me cancel the seats so anyone else can use them. After receiving 2 commitments from the FlightNetwork employee to 2 different solutions routes, I ended with no solution at all. When I asked them to escalate the issue because this is clearly a software or policy discrepancy between FlightNetwork and ******* I was met with the good ol' "sorry theres nothing we can do"
  
  Order number: ****** (tickets for 2 people)

  Business Response

  Date: 20/02/2023

  Dear **** *****, 
  
  Thank you for contacting us. We are very sorry to hear that your flight booking had wrong route / the origin and destination were in wrong order. We understand that you had intended to book flights Toronto-New York-Toronto, but instead your flight booking was for route New York-Toronto-New York. 
  
  We have checked the booking history, and unfortunately it seems that you had already chosen the New York-Toronto-New York route on the **********'s page. When ********** sent you to our page, the route was New York-Toronto-New York. ****** *** *** *********** We cannot comment the reason where the error has happened. 
  
  During the booking the route was shown at all times. Also, before the payment the customer needs to confirm that he/she has checked the booking details. Also, after the booking is paid and confirmed, we send the customer the booking confirmation, and specifically advise there "Always verify that all information matches your booking. Contact Flight Network immediately if anything is incorrect. ". 
  
  Unfortunately it seems that you only contacted us one month after the booking was made. For that reason we could not use the 24 hour cancellation which the airline allows, but we had to use the ticket rules. In this case the airline's ticket rules are strict, and do not allow any changes or refunds in case of cancellations. ****** *** *** ************ 
  
  Flight Network acts as an intermediary and we always need to follow the airlines' rules. Unfortunately we are unable to override the rules in this case either. 
  
  We apologize for not being able to offer any refund in this case. 
  
  
  Kind regards,
  Customer Relations Team
  Flight Network CA 

• Initial Complaint

  Date:15/02/2023

  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 booked a flight but this was flight was cancelled a few days before the flight. I would prefer to have the flight honoured or instead a refund.

  Business Response

  Date: 21/02/2023

  Dear Mr ******,
  
  Thank you for your message.
  
  We note you are asking for a new ticket or a refund of your original ticket due
  to an involuntary flight cancellation in your itinerary.
  
  Upon investigating your order, we see that a refund is the only applicable
  option in this case, as the airline has refunded your ticket. Because of this,
  we processed your refund on 21 February 2023, and the funds should clear into
  your account within five business days. The refund was processed in accordance
  with the airlines policy and our Terms and Conditions. ******** ** * ********** ** *** ********** ****** ******** ** *** ******* 
  
  We therefore hope that your complaint has now been met and resolved to your
  satisfaction.
  
  Thank you and
  have a pleasant day ahead!  
  
  Kind regards,
  Customer Relations Team
  Flightnetwork 

• Initial Complaint

  Date:13/02/2023

  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.

  The Flight Network accepted our payment of $3,000 for a flight that they subsequently cancelled. They refused to refund our money in a timely manner so rhart we could make other arrangements.
  
  The companies service bureau in on India and the supervisors have no ability to respond to the situation.
  We were assured a call back within 24 hours. No response. I spoke to a number of customer service representatives who ould only tell me that they would refund the money as soon as possible.
  In addition, the charged us a $43 "cancellation fee"
  The ticket is in my ********** name. order number is ****** **** is saying it could take 30 days.

  Business Response

  Date: 22/02/2023

  Dear ** ****, 
  
  Thank you for contacting us. We are very sorry for the delay of the refund. In this case there was a schedule change / cancellation made by ******* Airlines. However, the ticket was issued on the ****** ******* Airways' document, and therefore we need their approval for the refund. Unfortunately there is a delay from the airline's side to answer our requests, and we have sent them a reminder. We hope that they will send us a refund authorization soon. 
  Please be assured that we are following up this issue and as soon as we have the funds we will process the refund to you. 
  Flight Network acts as an intermediary of the flight tickets, and we need to follow the airlines' rules. 
  
  
  Kind regards,
  Customer Relations Team
  Flight Network CA 

  Customer Answer

  Date: 22/02/2023

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

  Customer Relations/Flight Network
  This response is absurd.
  I was told on 9 days ago on Feb 13th, that the
  matter would be resolved “very soon”. The Flight Network is the Vendor in this
  transaction and to suggest that the delay is the airline’s fault and that “we need to follow the airlines' rules” is borderline
  fraudulent behaviour.
  The Flight Network has stranded a ** ******** ***** in south-east Asia, rather than refund their money for reasons that
  appear to resemble a distrust of your own corporate partners. The Flight Network neglected to refund the cost of a flight that was cancelled by the airline.
  The Flight Network reply also neglects to
  address the question of why your organization is charging a cancellation fee to
  a client who is not only without the necessary means to get home, but has not
  found an optional flight. And if the charge will be reversed
  We demand that The Flight Network refund
  this payment immediately or we will proceed with all actions available to us to
  receive compensation, ********* ****** *** ****** ** *** ***** ** ****** *****.
  
  -***** ******* ****
  
  
  
  

  Business Response

  Date: 27/02/2023

  Dear *** ****,
  
  Although we understand you frustration, we cannot process a refund until such
  has been received in our account from the applicable service provider, who is
  the passengers contractual partner for the provision of the flight, a service
  of which we are not a co-vendor. This is fully in line with our Terms and
  Conditions, which were confirmed to have been read and approved prior to finalizing
  the purchase on our site. 
  
  In regards to our service fee, this is also charged in accordance with our
  Terms and Conditions, and is deducted in situations where we handle the
  communication with the airline to request the customers refund and the
  subsequent mediation of this refund transaction. We handle all orders in
  accordance with the conditions approved by the customer and the contract we
  have entered into.
  
  Again, we are sorry about the delay, but it is unfortunately out of our
  control. Rest assured we have not forgotten about your request and we continue
  to seek the airline for a refund waiver. Once received, we will claim the refund
  accordingly and update you as soon has the airline has sent us your funds and we have mediated the transaction.
  
  Thank you for your patience and understanding!
  
  Kind regards,
  Customer Relations Team
  Flight Network

  Customer Answer

  Date: 28/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The response is utter nonsense, This large corporation has
  declared that they cannot legally refund the funds taken by them. They further
  declare that the fine print in their agreement, which no one ever read, shields
  them from having to do what is reasonable and fair, including adding insult to
  injury by charging a fee for their ignorant behaviour.
   I hope you and your legal staff will agree
  that the very small amount of interest accrued by withholding my ********* funds
  for more than adequate compensation for what happens next.
  You have withheld my **********
  money for more than two weeks. *** **** ****** *** ********. Your response is
  without meaning or genuine feeling of any kind.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 13/03/2023

  Dear *** ****,
  
  Thank you for your reply.
  
  Firstly, regardless if you have read the conditions you approved or not, they
  still apply. As an intermediary, we mediate the payment transaction for your
  tickets when you confirm the purchase on our site, and transfer the applicable
  funds to the airline. This means that we are not in possession of your funds,
  and in order for us to be able to process a refund to you; the airline must
  first return the funds to us.
  
  According to our logs, the airline has now replied and stated that we can apply
  for a full refund, and we have in accordance with the airlines instructions
  sent them a refund application for the tickets in your order. However, our
  system also shows that you have contacted your bank and issued a dispute.
  During an ongoing dispute we are unable and prohibited from transferring any
  funds in your order, as it will be blocked by the applicable bank. The dispute
  has an expected outcome no earlier than 02 June 2023, and until then, for any
  further queries you may have in regards to the status of your funds, your bank
  will be the responsible addressee. If the dispute is resolved in your favor,
  you will receive the funds directly from your bank. On the other hand, if it is
  resolved in our favor, we will once again be able to assist you and process a
  refund if such has been received in our account from the airline.
  
  We therefore ask you to contact us again once the dispute has been resolved.
  
  Kind regards,
  Customer Relations Team
  Flightnetwork

  Customer Answer

  Date: 14/03/2023

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

  It is unfortunate that your organization has such belligerent
  responses, by way of customer service, so much so that it is necessary to take
  alternate action:
  -BBB
  -Social media
  -Bank disputes
  Consider developing a conscience which would permit you to
  do the right thing by people. * ** ****** **** **** ********** ****** ** ****** **** ***** **** * ************** ******* **** ** *********** ** ******** ** **** ******** ********* **** **** ****** ***** ******** **** ****
  Perhaps your fortunes would change.
  ***** ******** ******* * **** **** ***********!
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:13/02/2023

  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 booked flight tickets for 3 people from FlightNetwork on Sept. 01, 2022. (booking order ******) Total I paid was CAD$6,745.24. Travel dates – Dec. 20, 2022 & Jan. 04, 2023.
  
  ****** (*****) Dec. 20, 2022 Calgary to Vancouver >> Flight cancelled on Oct. 19.
  Alternative flight ***** was suggested from FlightNetwork, 1 hour early departure from ***.
  * Flair refunded to FlightNetwork on Oct. 24 (for *****).
  ****** (******) Dec. 20, 2022 Vancouver to Tokyo (+1 day)
  FlightNetwork suggested a new itinerary – *** departure 10 hours later than the original booking.
  * It would have been 14 hours layover in ***. Arrival date in Tokyo was not specified for this revised schedule.
  ****** (******) Jan. 04, 2023 Tokyo to Vancouver >> Flight cancelled on Nov. 28.
  ****** (******) Jan. 04, 2023 Vancouver to Calgary >> Flight cancelled on Nov. 24.
  FlightNetwork suggested a new itinerary – *** departure 5.5 hours later than the original booking. (Same flight ******)
  * It would have been 10 hours layover in ***.
  * Flair refunded to FlightNetwork on Nov. 29 (for ******).
  I was given 3 alternatives from FlightNetwork on Nov. 27; 1) Take revised schedule, 2) Cancel the affected reservation and receive a refund for it, or 3) Refund of the Entire Order.
  I chose ALTERNATIVE #3 Refund of the Entire Order.
  I contacted FlightNetwork multiple times regarding the refund – Nov. 07, Nov. 24, Nov. 27, Nov. 29, Dec. 02, Dec. 06, Dec. 12, Dec. 25, Jan. 02, and Jan. 29.
  Their response was always the same ‘still awaiting for the authorization from the airline’ – Nov. 28, Dec. 02, Dec. 06, Dec. 12, Dec. 28, Jan. 01, Jan. 05 and Jan. 30.
  In February 2023, Refund status in My account with FlightNetwork has no progress – the last update on Jan. 05, 2023 “refund request was received, waiting to process payout.” (My refund request was made on Nov. 27, 2022.)
  My family and I did not get any flights. They kept all of my money. CAD$6,745.24 should be refunded to me.

  Business Response

  Date: 21/02/2023

  Dear Ms ******, 
  
  Thank you for contacting us. We have checked the booking, and the airline has now sent the funds to us, therefore the full refund has been processed to you today. 
  
  We apologize for the delay.

  Kind regards,

  Customer Relations Team
  Flight Network CA 

  Customer Answer

  Date: 23/02/2023

  
  
  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.

  Money was refunded to me from FlightNetwork on the day they responded to my complaint. I truly appreciate it.

  And a big thank you to BBB regarding this matter. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/02/2023

  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.

  I used Flight Network to get from Amsterdam to Vancouver, with a stopover in Calgary. Both flights used **** ***. The flight was just shy of an hour late for unknown reasons, and because we had to collect our baggage in Calgary due to Flight Network's self-transfer processes in booking and even though we raced across the airport, **** *** wouldn't let us check in because we were too late. We therefore missed our connecting flight. **** *** would not put us on the next flight because they said that the way Flight Network booked our flight made it impossible to do so.
  
  I online chatted (as it was the only way to contact Flight Network) with Flight Network while in the Calgary airport that night, to pursue their "Self-Transfer Guarantee" which is:
  
  "When you inform us of a change, we will offer you one of the following three options:
  A new flight in the same fare class.
  A full refund for the unused flight tickets.
  A paid flight back to your departure airport.
  We must have your reply before the new flight departs. If you don’t provide your answer, the Self-transfer Guarantee will no longer be valid."
  
  They did absolutely nothing, and **** *** refused to put us on the next flight because of the way that Flight Network booked our flight. We were stranded.
  
  So we ended up booking our own trip home at an inflated rate, and then tried to get a refund for my unused flight and a paid flight using their guarantee, they refused. It is a complete game, and we are always given illegitimate reasons. They cut us off constantly and do not email us back. Most recently they blamed **** *** for not putting us on a flight, another time they said the flight was not late, it is a total runaround. We would like our replacement flight and baggage fees to be compensated, total of $783, it is the least they can do.

  Business Response

  Date: 16/02/2023

  Dear Ms ********* 

  Thank you for contacting us. We have investigated your booking history. 
  
  We can see that you indeed had a flight combination including the Connection Guarantee service. Unfortunately when you have contacted us, it has not been correctly handled. We have therefore now refunded you the new flight tickets according to the receipt you have sent us by email (720.56 CAD), and we have added a compensation of meals (16 CAD per person) which we normally cover in cases like this if the new flight time is more than 4 hours later than the original flight. Therefore we have today refunded you in total 752.56 CAD. 
  
  Please note that in your original booking there was no check-in baggage included in your flights with *******. Therefore we do not cover the charge of the baggage for the new flight. Please let us know if there is a misunderstanding concerning this issue with the baggage payment, and preferable provide us with the receipts, if you would like us to investigate it further. Thank you. 

  Please accept our apologies for this inconvenience. 

  Kind regards,

  Customer Relations Team
  Flight Network CA

  Customer Answer

  Date: 20/02/2023

  
  
  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.

  Thank you, I appreciate the resolution.

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

• Initial Complaint

  Date:08/02/2023

  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.

  Hi ,
  
  me and my husband boutgh a ticket to hawaii from Vancouver and visceversa. Later we decided that we wanted to add our child to the booking, so we called fligthnetwork to add him. We paid almost 600 for his ticket, he is 3 years old so we couldn't buy the ticket only for him. this company just ****** our money and did not send never the ticket. We have tried to call many times to get his ticket but they *** ** **** *** never fix anything. Last time we were told that they were were waiting for the airline to confirm. But We called the airline and they said that they do not need to confirm anything. that is was a simple process and they should just buy the ticket for my son. so we tried to explain them but they still saying that we have to wait a confirmation from the airline. so they stole our money. we do not have money and we do not have ticket either. We have tried to request the refund but they refuse to do it because they still saying that we must wait. they do not know how much, so what I supposed to do. Be aware of this business. ** ** * *****

  Business Response

  Date: 15/02/2023

  Dear Ms. ****** ****,
  
  Thank you for your message regarding orders ******
  and ******.
  
  We note your complaint is in regards to the delay in adding your child as
  another passenger on these reservations.
  
  Checking our internal logs, we can see that you contacted us on 06 February
  2023 to add your child to both reservations and that you paid our and the
  airlines fee for it. Unfortunately, our agent noted that when trying to issue
  the new ticket, an error message was received in the global booking system and
  therefore the case had to be escalated to our internal support team. We
  understand there was a delay here while our support team was working on fixing
  the issue and resolving your case and we sincerely apologize for the delay.
  
  According to our system, you contacted us on 09 February 2023 to request a
  refund of the additional payment you made on 06 February. These are recorded as
  refunded successfully on 10 February 2023, as you can see in our attachments.
  Please note that it may take up to five business days before the funds clear
  into your account, depending on your individual banks turnaround time.
  
  We fully understand your frustration, and since your departure is approximately
  three weeks away, should you still wish to add your child to the reservations,
  we can arrange for our support to contact you and assist with the utmost
  priority. If so, please do revert and confirm and we will escalate your request
  without undue delay. Kindly note that new ticket purchases are subject to availability and airline policy, and that we as an intermediary are not in control of either. 
  
  Checking the two original tickets in the separate orders, we can see that your
  flights are still confirmed to depart as planned, without any schedule changes
  recorded.
  
  We hope your complaint and request for refund has now been met, and we thank you
  for your understanding and patience. Should you have any additional questions
  or concerns, we will happily address them.
  
  Kind regards,
  Customer Relations Team
  Flightnetwork
  
  

• Initial Complaint

  Date:07/02/2023

  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 had purchased a ticket from Flight Network departing on December 23 from Toronto to Vancouver (Order ******).
  On December 21, I received an email from Flight Network at 10:09pm EST that the flight has been cancelled.
  My destination was to Brisbane.
  Flight Network has been unresponsive and horrible to deal with ever since.
  My daughter and I have been following up with Flight Network regarding a refund since then with no response or update as to when we will receive our refund. It's like chasing a ghost. A representative from their office confirmed the flight was indeed cancelled and a refund is due but nothing. We have tried escalating to a supervisor many times however they keep lying that someone will call back within 24 hours and nothing. We keep calling back and the same line is repeated. We will esclate your issue. My daughter has spoken to someone who assured her he would escalate this issue and a refund would be made but nothing. False promises and waste of time. **** ******* ****** *** ** ** ********* Their representatives are not in Canada and make promises they cannot keep. I confirmed with an airline that typically if a third party agency puts in a request for a refund within 24-48 hours it is approved.

  Business Response

  Date: 17/02/2023

  Dear Mr *********,
  
  Thank you for your message.
  
  We note your complaint is in regards to a pending refund of your order with
  operating airlines **** Airways and *******.
  
  Upon investigation, we can see that there was indeed a flight cancellation on
  your flight from Toronto to Vancouver performed by the airline. Because of
  this, we reached out to the applicable ticket holder, **** Airways, to request
  an authorization to claim a refund of your ticket, which we received. However,
  upon checking your ticket, our Refunds team noticed the airline had suspended
  on of the segments, which means we are unable to claim the refund or change the
  ticket. Because of this, we have once again reached out to **** Airways to open
  the suspended ticket segment so that we may claim your refund in accordance
  with the airlines instructions. Our latest email to **** airways is attached to
  this response, for your viewing.
  
  We fully understand your frustration but rest assured that the relevant
  department on our end is working on your case, and as soon as the airline
  provides us with a resolution, we will take the appropriate action and inform
  you accordingly.
  
   Thank you for your patience and
  understanding!
  
  Kind regards,
  Customer Relations Team
  Flightnetwork

• Initial Complaint

  Date:03/02/2023

  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 booked a flight with FlightNetwork for travel in June 2022. I flew from Edmonton, AB to Moncton, NB. Then when I was coming home, my flight was delayed by over 8 hours as I was checking in at the airport. So I canceled my return flight with ******* as I would have missed my connecting flight, and was told I would get a full refund. Since I booked through FlightNetwork, I would need the refund from that company. I have emailed multiple times requesting this refund and have only gotten back responses saying I'm not entitled to a refund, and that ******* denied my refund, which is not true.
  
  I've attached the proof of the delayed flight over 8 hours. The receipt of the round trip (unsure of the price of the return flight), and the response from FlightNetwork.

  Business Response

  Date: 16/02/2023

  Dear Ms *********,  

  Thank you for contacting us.
  
  We are contacting the airline at the moment, to clarify the refund. We will keep you updated. We apologize for the delay.  

  Kind regards,
  Customer Relations Team
  Flight Network CA