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:26/01/2023

  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.

  We have booked flights to Singapore and Tokyo for May 3rd, 2023. We have called number of times to change our flights and either the we are transferred or the phone disconnects. I asked to speak to a Manager and they took my message and no one called. It's so frustrating and I wish I never used this website. This is the worst and poor customer service. A very disappointment customer.

  Business Response

  Date: 03/02/2023

  Dear Ms *******,
  
  Thank you for your message.
  
  We note your complaint and request is in regards to a rebooking, and that you
  wish to be contacted and assisted with rebooking your flights, alternatively,
  to receive a refund of your order.
  
  Upon investigating your order, we see that you were contacted by us on 27
  January 2023, where we offered our assistance, and checked the flights you asked
  for and informed you the price for the change, in line with the airlines
  policy. Our note indicates that you did not confirm the change, and therefore
  no action has been taken from our end. 
  
  We can also see, prior to the note referred to above, that we have attempted
  several times to call you, to assist with rebooking your ticket. We do
  understand the price to change the tickets was quite high, but we can
  unfortunately not control the prices of a ticket or the policy of the airline.
  In regards to a refund of your order, the airlines policy states that in case
  of a voluntary cancellation of confirmed flights, your tickets are
  non-refundable, although we can inquire with the airline of a refund of the
  unused taxes in your ticket.
  
  If you want our assistance with checking other dates to rebook to, or to cancel
  your order and apply for a tax refund with the airline, we kindly ask you to
  contact our customer service team again or respond here.
  
  Thank you for your patience.
  
  Kind regards,
  Customer Relations Team
  Flightnetwork

• Initial Complaint

  Date:23/01/2023

  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 am waiting for the Flightnetwork to refund the baggage fee of CAD 348 and CAD 58 respectively since 04 Aug 2022. Flightnetwork references for each refund is etracknr#******** and etracknr# ********. Order numbers for each ticket is ****** and ******.
  
  I bought 2 tickets from flightnetwork on 25 Jul 22 and paid for thebaggage fee of CAD348 ( Flightnetwork Order no# ******) and CAD58 (Ticket reference ******).
  
  On the day of flight, airlines charged me again for the baggages. I called Flightnetwork customer services 04 Aug 2022 and they told me to request refund via email and quote reference Baggage receipt [e**************** and ********] in the email. I have called flightnetwork numerous time enquiring about refund but I am told they have expedited it and waiting for airlines' response.
  
  Regards

  Business Response

  Date: 30/01/2023

  Dear ****** *****, 

  Thank you for your mail regarding your orders number ****** and ******. 

  Based on your claim , we got in contact again with the airline, we managed to clarify this pending baggage refund issue and we received the funds from them. For this reason, we have now processed the refund to your account (2 transactions one for 348.42CAD and one for 58.07CAD) and the funds will probably appear in your account within the following 3-5 working days, always depending on your bank's turnaround times. 

  We hope the above information  clarifies this claim. 

  Best Regards

  Customer Relations Team

  Flight Network CA 

• Initial Complaint

  Date:23/01/2023

  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.

  Failure to provide refund processed on the 17th October 2022:
  
  Booked two separate flights (same order: ******) with Flightnetwork for October 2022. Had incredible difficulty rebooking the second flight on this order (Osaka to Seoul, 18th October 2022). Spoke with 4 different agents on the phone who gave a different excuse why it could not be done. With the travel date approaching quickly and frustrated with the inconsistent service, I called directly with the airline to cancel & rebooked a separate flight myself. Additionally I incurred a 98,000 KRW cancelation penalty, when I paid FlightNetwork extra for cancellation guarantee on my order. I truly think that cancellation guarantee is a misleading and defective product given their inability to service order changes.
  
  Therefore I am still awaiting a refund of 284,000 KRW (including the 98,000 KRW penalty), I have confirmation that a refund was processed by the airline on the 17th October 2022). It has been over 4 months and nothing has been processed to me, and they have not responded to my recent emails. I would not recommend this travel agent.

  Business Response

  Date: 01/02/2023

  Dear Mr. Hansheng Zhang, 

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

  First of all, we would like to clarify that we act only as an intermediary between the customer and the relevant airline. To that end, we do not have any control over the airline's procedures, rules, authorizations and handling times , we are always obliged to follow them and we cannot challenge them. 

  For the same reason, we can make a refund only when we receive the funds from the relevant airline  which is the flight provider and the final recipient of your payment , once the booking was finalized on our portal. 

  As we have checked we have not received yet the funds from the airline and based on your claim we have already submitted a refund request on their portal , following their procedure. In case the airline authorizes this request and sends us the funds we will make the payment to your account as soon as possible. 

  Regarding our cancellation guarantee product we would like to clarify that it gives the possibility to cancel a booking voluntarily (for whatever reason and always before the date of departure) and receive a credit voucher, corresponding to the 90% of the flight price. This product does not offer an option of a monetary refund in case of voluntary cancellation on behalf of a customer. 

  The product's details and conditions are also included, in a clear and transparent way, in our terms and conditions which are provided to all customers during the booking process and which they have to accept before finalizing their booking. 

  Nevertheless, we have looked into the order and we have verified that this product was not purchased from your end during the booking process and it was not added in your order. 

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

  Best Regards 

  Customer Relations Team 

  Flight Network AU

   

   

• Initial Complaint

  Date:20/01/2023

  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 my wife and child in December 2019 to go to egypt on Jun 25th of 2020 but due to covide I recieved and email (attached) saying that I have a voucher valid for 18 months and if I do not use it during the 18 months then, I can get a refund in cash for non-use, then after tens and tens of calls and few emails asking fo the refund , I recieved the attached email saing that my issues is not with the airlines and I have to contact them. When I contacted ***** *** **** they told me that my file is with flight network and they cannot help me, and even if they had my file there is no refund after 18 months and my voucher is now expired.
  
  Attached also is the original ticket with the total amout charged to me : CAD$2363.02
  
  Thank you for your help in advance, as this issue has taken many many hours of my time with no reslution and you are my last hope.

  Business Response

  Date: 27/01/2023

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

  Thank you for contacting us.
  

  We apologise for the inconvenience you have encountered in regard to your booking.
  In regards to your complaint about the booking ID *******, we investigated the booking and found that, on August 7, 2020, you accepted the voucher email and

  our schedule change representative sent an email to the airline to issue the credit voucher. After that, when the airline issued the voucher, we were unable to assist you with the rebooking or refund.
  

  We are unable to open the attachment, which shows the details about the voucher number. As you have mentioned that you received the voucher directly from the airline, we request that you share the voucher number and details with the rebooking team so they can check on the alternate options with the airline.
  

  Please note that we strictly act as an intermediary between the passengers and the airline company, due to which we have to follow the airline policy regarding any rebooking or refund.
  

  Thank you for your understanding.

  Kind regards,
  

  Customer Relations Team

  Flightnetwork CA

  Customer Answer

  Date: 27/01/2023

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

  1- Flight Network contacted me with the email below on June 12th 2020 saying I have the option of using the vouchers : the airline ***** *** ***** reference ************* and ************* that or get full refund after 18 months:

  "Hello,
  
  This email is with regards to your flight from Montreal to Cairo and back. The flight on 25-Jun is cancelled and below are your options - "REFUND is an option"
  
  • Change of dates: If your initial travel date is before October 31, 2020, you are eligible to unlimited, free of charge, dates or destination changes within the same fare class. (Fare difference will be applicable in case of unavailability of the initial fare class).
  New travel dates: until October 31, 2020 (possibility of extending the return date beyond this date to keep the same length of stay).
  • Refund: Allowed against a nominative travel voucher, valid for 18 months and refundable in cash at the end of the validity period In case of non-use. The travel voucher is valid for the purchase of a new ticket on all available flights at the time of issuance of the new ticket.
  
  Please let us know your choice by e-mail and we will assist you further.
  Thanks,
  
  
  ***** ******** | Schedule Change Specialist
  T: *************** ** **** ********* ***** **** *** ************ ** *** ***
  Book @ Flight Network | Check out our Blog | Like us on ********
  Click here for a list of International phone numbers" 

  2- I contacted flight network ,several times, for more details during the 18 months and received no answer and customer service kept taking my number and promising to call me back with details that never arrived. 
  

  3- Then after the 18 months has passed , they finally send me a response telling me to deal with the airlines directly. 

  On Jan 14th 2023 Finally I get the following response:

  Dear Sir/Madame,
  

  Regarding your rebooking request for flight reservation: ******
  We will not be able to complete this change request from our end due to carrier has taken over the ownership of this reservations.
  We have no technical possibility to complete your change request as your travel agency.
  Any change requests for your flight reservation needs to be completed directly with the airline ***** *** ***** using their own reference ************* and *************.
  
  Thank you for understanding.
  Kind regards,
  
  

  4- When I contacted the airlines they told me that I had to deal with this with flight network before the 18 months has passed and now it is too late. 

   In conclusion, I strongly feel that flight network neglected to server me fairly, did not answer all my attempts to get information, ignored my call and emails, and promised me a refund that they then neglected. 

  
  
  
  Sincerely,
  
  
  
  ****** ***

  Business Response

  Date: 02/02/2023

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

  Thank you for sharing the information and correspondence history.
  

  We have already forwarded your booking to the relevant team to check the alternate option, and they are checking with the airline.
  

  We will provide an update as soon as we obtain precise information from the airline.
  

  Thank you for your patience.
  

  Kind regards,
  Customer Relations Team
  Flightnetwork CA
  

  
  

  Customer Answer

  Date: 08/02/2023

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

  This is the same response I have been getting from Flight Network for over a year and nothing happens except waisting more of my time. 

  I need concrete answers about my refund, the matter if very simple, they promised me credit that would be refunded in cash if not used, I was not able to use it as FlightNetwork was not helping me and not responding with any actual assistance, similar to the respond they gave you here, then months pass with nothing hapenning. 

  I need a refund or a credit that I can use with Flight Network with no expiration date. 

  
  Sincerely,
  
  
  
  ****** ***

  Business Response

  Date: 14/02/2023

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

  Thank you for your patience.
  
  We have checked with the airline, and they have denied processing any kind of refund or credit because your ticket has expired.
  
  As per our investigation, we determined that it happened because the rebooking or refund request was not submitted to the airline within the given time frame, which led the ticket to be expired.
  
  We shall therefore arrange the reimbursement of the ticket price to you and amortise the loss. Due to the fact that your reservation is older than two years, we are unable to process the reimbursement to the original method of payment. To handle the reimbursement by wire transfer, please submit the bank details asked in a separate email.

  Once we receive the required bank details, we will process the refund accordingly.
  
  Thank you for your understanding.

  Kind regards,
  Customer Relations Team
  Flightnetwork CA

• Initial Complaint

  Date:20/01/2023

  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.

  9/9/22 I am on ******* and attempting to book airline tickets for my wife Karen and myself. Having problems - the system only booked my ticket. Then tried to book ticket for my wife separately. The price went up at the end and I agreed to it because the site said that I had 24 hours to cancel. Next morning I did that - called *** ******,
  cancelled my ticket and asked about charge for Karen and was told there was none.
  9/29/22 I receive my credit card statement from ******* *** and see this entry: Ticket*FlightnetworkMiamiFL $3,385.15. I had never seen the name Flightnetwork when trying to book the flights on 9/9/22, and never saw the typical email showing confirmation. So, I called ******* *** and they agreed that it should be put into dispute.
  10/18/22 I receive a letter from ******* *** saying that because Flightnetwork had booked a ticket for Karen and we had not called Flightnetwork to cancel it they were closing the dispute and charging the $3,385.15 back to my account and that I would have to work things out with Flightnetwork.
  ******* *** also gave me a booking number for Flightnetwork - ******. I contacted their customer service. Their standard reply was that because the item had been in dispute it would be 1/4/23 until they could process the refund. Since then I have written emails to customer service and a letter to their Toronto address, all with no response or just another excuse as to why they would not pay.
  In the meantime I called *** ****** to see what they could tell me and was told that on 10/23/22 *** ****** made a full refund of $C4,451.13 (equivalent to $3,385.15 on trans. date) to Flightnetwork, and that there had been a ticket reservation for Karen, but that had been cancelled. I am still waiting for written documents from *** ****** required by ******* *** before they will do anything.
  Please help. My wife's cell if you need/want to speak: ************

  Business Response

  Date: 27/01/2023

  Dear Mr *******, 
  
  Thank you for contacting Flight Network. 
  
  We are not *******, and in case you have a question for them, please contact them directly. 
  
  We can find the order with reference ****** from our system. It was booked on the 7th of September 2022. However, the email address given in the booking was not same as you have mentioned here. That might be the reason why you have not seen the booking confirmation. For that order you have done a payment dispute. For that reason the booking was cancelled and the tickets refunded according to the airline's policy. The airline has charged a 500 CAD penalty fee for the refund. Therefore the refund will be reduced with that amount. We will process the refund to your account in a few days. 
  
  Flight Network acts as an intermediary. We always need to follow the airlines' rules, and we can only refund according to what the airline refunds us. 
  
  
  Kind regards,
  Customer Relations Team
  Flight Network US 

  Customer Answer

  Date: 27/01/2023

  
  
  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. However, as noted in the original complaint, I never saw the name Flightnetwork on any screen as I attempted to book the flight with *** ******, nor did I give any approval to Flightnetwork to book a flight on our behalf, so to me this seems like a business risk for which Flightnetwork should absorb the cost, but at this point it is not a critical issue for me. Beyond that, two questions:

  1. In what form will the refund be made? A credit back to my credit card? Or?

  2. What does "a few days" mean? Will I see the credit to my credit card or a check by 2/3/23?
  
  
  
  Sincerely,
  
  
  
  **** *******

  Customer Answer

  Date: 03/02/2023

  I have checked my credit card on-line this morning and have not received anything from Flightnetwork, nor have I received any other response from them.
  
  Please re-open the complaint and request a response from Flightnetwork.
  
  Thanks and regards,
  
  ****

  Business Response

  Date: 07/02/2023

  Dear Mr *******, 

  
  Thank you for contacting us again. We apologize for the delay in the refund process. Unfortunately we experienced some technical problems with the refund transaction. The refund has been processed today to the original payment method that you used when booking with us. Please check the card in a few days. Refund amount is reduced with the airline cancellation fee of 500 CAD. We have waived our own fees as a goodwill gesture due to the delay. 

  
  Kind regards,
  Customer Relations Team
  Flight Network US 

  Customer Answer

  Date: 10/02/2023

  I checked and found refund to my credit card yesterday.  Thank you so much for all of your help.
  
  Warmest regards,
  
  ****

• Initial Complaint

  Date:17/01/2023

  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.

  27.11.2022 I was forwarded to flightnetwork to buy tickets from Bali to Kuala Lumpur for my family (4 per). Booking FN ****** airline ******. I paied for a tickets 578,63$ from my card.
  Shortly I got an e-mail from FN that my flight was cancelled by airline and I can change the flight or get a refund. As changing was not suitable for me I choosed refund and applied to airline web site, as FN refuses to negotiate between client and airline. So, after I submited a refund airline opened a case ********* , it was closed and money were refunded to the paying party- flightnetwork. After this I send an email to flightnetwork with all this information and asked when I receive my refund?
  And on this my letter I get an answer about my intention to cancell non refundable ticket and that the booking is not cancelled by airline.
  Of course I got confused because can not believe this situation can be possible in the modern time and service condition. But anyway wright them an answer with all explanation that it is not my wish to cancell a flight, but the flight was cancelled by an airline.
  On what I get just the similar answer about my wish to cancell the flight.
  I again send them a letter with proves that booking is cancelled
  So, after that they have changed a ritiric and I received several e-mails that they have “escalated” my case somewhere and I have to wait, wait, wait and wait…..
  
  Many people are writing a reviews on **********, for example, that some of them are waiting for monthes, some for years….. Without success, of course! **** ****** **** *** ***** *** ****** ** **** ********* **** *************. They just assign your money.
  
  So, I kindly ask you for help in comunication with flightnetwork and getting my money back from them!
  
  Best regards and hope for your help!
  ******* ****
  
  **** *** ************ *** **** attached.

  Business Response

  Date: 27/01/2023

  Dear Mr. ******* Smirnov, 

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

  Based on your claim and on the airline refund reference number which you provided (*********), our relevant department is currently trying to clarify this refund pending issue with the airline. 

  We are closely monitoring this case and we will revert back to you within the following week in order to give you an update and inform you on the refund process. 

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

  Thank you in advance

  Customer Relations Team 

  Flight Network US 

   

  Customer Answer

  Date: 27/01/2023

  
  
  Complaint: ********

  Dear good people from BBB first of all let me tell you big thanks for your great job and help in negotiation with such a companies as flightnetwork ****** ** ***** ** ** ***** ***** *******.

  
  
  I am rejecting this response because:

  I already got several mails with same meaning like in the one they send to you. Or they are escalating my case (it should be escalated very high already) or they are totally under covid influence in a client support office (******* **** ********)

  this mails from them have no any meaning or any information concerning refund. Just common phrases! They just have assigned my money! And do not want to return them! Same like they did with many other people over the world! Who are waiting for a respond or refund from flightnetwork for monthes or even years. ******* **** ******** ******* ** ******* ** *************. * ****** *** **** ************ ***** ******* ******** ******** ***** **** ****** *** ** *** ******** **** ****** ******* **** ** ********** ** *************
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 03/02/2023

  Dear Mr. ******* *******, 

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

  Kindly note that we have managed to clarify this refund pending issue and we have received the funds from the airline. We have now processed the full refund to your account and the funds will probably appear in your account within the following 3-5 working days, always depending on your bank's turnaround times. 

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

  We hope the above information clarifies this claim and we apologize for the delay and the inconvenience.

  Thank you in advance

  Best Regards

  Customer Relations Team 

  Flight Network US 

  Customer Answer

  Date: 06/02/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:17/01/2023

  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 bought a Winnipeg-Vancouver return flight ticket for my son through FlightNetwork. The order number was ****** and I paid $307. The ******* flight to Vancouver on Dec 20 got cancelled due to bad weather and since they didn't provide an alternative flight I had to buy a new one-way ticket for $500. My son was still able to use th return flight to Winnipeg. The cost of that one-way flight was $119 when I checked online.
  
  I have been calling FlightNetwork to get a refund for the cancelled flight and every time they told me that someone will call me the next business day, which never happened. I would like to get at least $188 as a refund (307-119).

  Business Response

  Date: 20/01/2023

  Dear Mrs. ***** *****, 

  Thank you for your mail regarding your order number ****** (airline booking number ******). 

  We have looked into the airline booking and the outbound flight still appears confirmed. As you have acknowledged, this was probably a last-minute cancellation due to bad weather conditions and the airline reservation system probably was not updated accordingly. In addition, the ticket which was initially issued through our agency is in status exchanged and we cannot make any action. This means that the airline which is the flight provider and takes the control of the booking and of the ticket on the date of the trip has made a modification and probably changed this ticket with another.

  Kindly note that we act only as an intermediary between the customers and the relative airline. For this reason, we do not have any control over the airline's procedures , policies and authorizations, we are always obliged to follow them and we cannot challenge them or intervene in any way. 

  In this case, since the flight still appears confirmed and the ticket is exchanged which means that we do not have any control and we cannot make any action , we suggest that you should get in contact with the airline in order to clarify if a refund for this cancelled flight can be authorized and in such case which is going to be the refund process. 

  We hope the above information proves useful in solving your claim and we remain at your disposal if you need any additional information. 

  Best Regards 

  Customer Relations Team 

  Flight Network CA

   

  Customer Answer

  Date: 20/01/2023

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

  I have not received any exchange in place of the original ticket. I had to buy a new ticket to fly my son home from Winnipeg to Vancouver on December 23.

  In addition I cannot request a refund from ******* directly because I received the following instructions in an email from them:

  "If you originally booked through a third-party provider such as a travel agent (online or in person), corporate travel arranger, or another airline, please contact them directly to look for alternative travel options or delay or cancel your trip by obtaining a refund to your original form of payment."

  I am still requesting a refund from FlightNetwork since I purchased my original ticket from Winnipeg to Vancouver from them.

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

  Business Response

  Date: 06/02/2023

  Dear Mrs. ***** *****, 

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

  As we have already indicated in our previous reply the flight appears confirmed in the booking and the ticket in exchange status so we are not able to submit a refund request through the airline system. 

  Nevertheless, based on your claim, we will try to get in contact with the airline in order to try and clarify this issue. In case the ** authorizes this request and sends us the funds to the original form of payment from our end we will make the refund as soon as possible.  In any case we will inform you accordingly once we receive the airline's reply. 

  We hope the above information clarifies this claim at this point. 

  Best Regards

  Customer Relations Team, 

  Flight Network CA 

• Initial Complaint

  Date:16/01/2023

  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.

  The agent from FlightNetwork booked 2 seperate tickets instead of 1, creating the 1st stop as being a final destination and consenquently requiring a Visa. Boarding was refused! Had to make so many calls and booked another 1300$ ticket to get back to Canada without being able to contact FlightNetwork. I am still in the queue.... #33!!!! And my 1st call, the line "cut" without ever being able to speak to someone. I now have to board... how do I get to speak to an employee from FlightNetwork?? This refund needs to be done as this was completly a mistake from your side by booking 2 different reference number instead of 1 and failing to inform airlines that my flights were all connecting flights.

  Business Response

  Date: 19/01/2023

  Dear Mr. ***** *******, 

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

  We understand that you were denied boarding due to a visa issue with the connecting flights and you claim that our website made by mistake this order with 2 different bookings.  

  Kindly note that our bookings are finalized and tickets are issued automatically, with the itinerary, passenger details and products that the customer selects on our website. As a result, there is no possibility of a manual mistake during issuance. The selected flights and passenger names are being displayed throughout the booking procedure and can be modified at any given time before confirming and paying.

  As soon as a customer enters our platform and starts creating a reservation, all actions taken are registered on our system logs, which can be reviewed in order to facilitate an ongoing investigation. Kindly find attached  a copy of the flight combination confirmed on our website which shows that these flights were selected from your end during the booking process without any error or mistake from our end.
  
  

  In addition, regarding separate bookings and separate tickets as also stated in our terms and conditions :

  A combination of two separate one-way tickets instead of a roundtrip ticket is clearly marked as such during the booking procedure. The tickets are treated independently from one another in the event of cancellation, change, disruption of air traffic such as strikes and changes to flight schedules. Each airline's own regulations will apply.
  
  Flight tickets with different booking numbers are always regarded as journeys that are independent of each other.

  Furthermore, regarding travel documents and entry requirements issues as also stated in our terms and conditions :

  Passport, visa and/or health requirements can change and You should therefore check with the relevant authority (embassy, consulate etc.) well in advance of travel. It is your responsibility to be in possession of a valid passport and, if appropriate, a visa. It is important to remember to include all transit points in your journey which may also require You to obtain a visa. It can often take some time to obtain a visa, so You are advised to apply well ahead of time. We accept no responsibility for customers who do not possess the correct documents.

  In the view of the above, we we regret to inform you that any refund request will have to be according to the airline company's fare rules and we will not be able to authorize a full refund since this issue did not stem from our actions or our mistake. 

  We understand that our response may not be the one that you were hoping for , however, we trust we have provided a clear explanation as to why we are unable to consider your claim. 

  We regret that we were unable to assist on this occasion. For any further information, we remain at your disposal and we wish you a pleasant day ahead.

  Thank you for your understanding, 

  Kind Regards 

  Customer Relations Team, 

  Flight Network CA

• Initial Complaint

  Date:16/01/2023

  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.

  Order confirmation ****** (Montréal to Cancún and Cancún to Montreal)
  I ordered 2 tickets **** ***********) on September 30th 2022 for a total of 1934$ I then requested a refund for passenger whose name starts with *. Both To and return flights roughly a month later (keeping my own tickets). In December I wondered why I hadn’t received a refund yet and called only to find out they accidentally cancelled MY ticket instead of *** ticket and I contacted them and they reinstated my ticket and apparently cancelled hers however, I have been waiting for a refund of the ticket there and back in question ever since I first requested to cancel back in October 2022. I’ve called numerous times, as well as tried the online support chat numerous time, and each time Flight Network apologizes and says they will escalate the issue and someone will be in contact with me but they never ever have (not by email and not on the phone either). They promised they would also waive the cancellation fees associated due to their numerous errors but when I called again today on January 14 2023 because I still haven’t received the refund, the latest customer service rep acted like it’s the first time they’re hearing this, but I was told this information was on file and noted by each previous agent who each told me the refund is on its way and will be escalated. When I asked what an escalated complaint about delayed refund entailed, the most recent customer rep simply told me : it’s escalated to our online customer service. Nobody can tell me what number they would be calling me from, and when I could expect a response - nothing! Again, I’be been waiting since October 2022 This is unacceptable. I’ve been incurring interest on my credit card due to not being able to afford this second ticket, and I e spent countless hours and hours and hours trying to get back the money that I was promised months and months ago.

  Business Response

  Date: 20/01/2023

  Dear *** ****** *****, 

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

  We received the refund of your ticket from the airline and we have now processed the payment to the original form of payment. The funds will appear in your account within the following 3-5 working days, always depending on your bank' s turnaround times. ****** **** ******** * **** ** *** ******* *********** ** * *****. 

  We hope the above information clarifies this claim. 

  Kind Regards

  Customer Relations Team 

  Flight Network CA

   

  Customer Answer

  Date: 20/01/2023

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

  I was promised a full refund and a waived cancellation fee (due to all the errors made by the company and delayed refund) for *** tickets and baggage both over the phone and on online chat with Flight Network. The refund issued is not adequate because:

  786$ (flights) + checked baggage (316 divided by 2 =158$) = 944$ Canadian and that is the minimum of what I will accept as a sufficient refund. I have agreed to pay the “beside seat”reservation fee and check in fee, however, I am expecting a refund of 944$ Canadian and no less. Flight network has issued a refund of 586$ Canadian, therefore, they will still need to release an additional refund equivalent to the difference (944$ CAD - 586$) in the amount of 358$ CAD. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 02/02/2023

  Dear ***. ****** *****, 

  Thank you for your reply regarding this case. 

  First of all, we would like to clarify that we act only as an intermediary between the airline and the relevant airline. To that end, we do not have any control over the airline's policies, rules and handling times , we are always obliged to follow them and we cannot challenge them in any way. 

  Regarding your booking, as you were also informed and acknowledged on the 01st of November 2022, in case of cancellation, according to the airline rules a 200CAD penalty fee applies (plus our 56CAD cancellation fee). 

  In addition, although we initially did not cancel the correct ticket, once you got in contact with us again, we immediately  took all the necessary actions in order to amend for this wrong cancellation and request the refund for the correct ticket without any delay or any additional cost incurred. 

  From our end , once we received the refund from the airline we made the payment to your account without any delay , waiving our cancellation fee as a gesture of goodwill due to our initial mishandling. Nevertheless, the airline fee cannot be waived at our loss , based on the fact that the initial mishandling was amended without delay or additional cost.

  Regarding the baggage amount kindly note that according to the airline rules this amount usually is not refundable in case of voluntary cancellation requested by the customer. Nevertheless, from our end, we have already submitted a refund request towards the airline and in case the airline authorizes it exceptionally and sends us the funds , we will make the payment to you account as soon as possible. 

  We hope the above information clarifies this claim. 

  Best Regards

  Customer Relations 

  Flight Network CA

   

   

   

   

  Customer Answer

  Date: 03/02/2023

  
  
  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 under the following terms: I appreciate your offer to follow up about trying to get the airline to refund the checked baggage for *** ticket please.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:13/01/2023

  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.

  We booked tickets from *** ** *** for March 29 to April 8.
  The site listed it as "3 seats for 575$ / 192$ each". This was for myself, spouse and 1 year old child.
  
  We talked with Westjet to confirm one of us, if not both would sit with our son. They said our son has a "lap ticket". Although the site said 3 seats for 575$.
  
  I contacted Flight Network. Who told me it is a lap ticket. After telling them that wont work, can we get him a seat, they said they will either cancel the ticket for $115, or will escalate to the supervisor. So we waited to hear from the supervisor which took 48 hours.
  
  During that time, we checked in each morning to ask about the status only being told to wait.
  Supervisor continued to cut me off explaining the situation with "no no no", telling me less than 2 years cant have a seat (which is not true according to airlines and transport canada).
  
  They finally agreed and sold me another seat for $340. They called me back 20 minutes after, and told me they cant get the ticket and will give me a refund.
  
  Again, I just asked to cancel the seat so we can re book together direct with **** ***. They said we are unable to cancel as it is after 24 hours.
  
  So we are unable to cancel, because they told us to wait to talk to a supervisor.
  We are unable to get our son a seat, because they will not provide us one and we can not book an infant alone.
  We can not change the name, to be able to buy ourselves a ticket.
  We can not cancel, even for the $115 so we can re book.
  
  This company will not help you out. They will say anything to wait past 24 hours so they do not have to help you, and you can not get your money back, even while paying a fee.
  
  All we wanted was a seat for our son. REgardless of fees, cost, cancels, bookings but they refuse to help.

  Business Response

  Date: 20/01/2023

  Dear Mr. ***** ********, 

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

  We have looked into your order and we would like to clarify the following : 

  Our agency acts only as an intermediary between the customer and the airlines. To that end, our role and obligations are limited to mediating the travel services (flights) which will be rendered by the relative airline , including the mediation of the payment for these services. 

  Prices for the flights and seat availability (depending on the type of seat and passenger) are added on our website directly by the applicable airline. In addition, once a booking is confirmed on our website the general terms, conditions, policies and procedures of the relevant airline, which is the flight provider, come into effect.   

  Based on these terms and conditions, as also applied by almost every airline company, infants, between the ages of 0 and 2 years old, do not have a separate seat (mainly for safety reasons) and they are allocated to one of the parents. 

  This information is also included in our terms and conditions in a clear way in order for the customers to be able to clarify directly with the airline the conditions for traveling with the child before finalizing their booking:

  e. Infants and child tickets
  Please contact the airline to obtain the conditions for traveling with a child who does not have a separate seat. Usually, children above the age of 2 years require a separate seat, while children between the ages of 0 and 2 years travel as infants and will not be allocated a seat of their own. If the infant reaches the age of 2 before the end of the trip, a child ticket must be booked for the entire trip. Infant tickets cannot be booked before birth, as the correct name and date of birth must match those stated in the passport. We will not reimburse any expenses that arise if the wrong type of ticket is booked from the outset.

  Kindly note that as an intermediary we do not have any control over the airline's procedures, policies and conditions, we are always obliged to follow them and we cannot challenge them in any way. 

  Regarding your booking ,as you can also check on the confirmation/invoice which you received when you made the booking, the ticket price for the infant is significantly low in comparison with your tickets, based on the fact that infants are not entitled to a separate seat. 

  As we have also checked you got in contact with us on the date of the booking and you were informed about the 24hour cancellation/void policy of the booking with a penalty fee of 112CAD. Kindly note that this policy applies only on the same date of the booking and since you did not give a final confirmation for cancellation we did not proceed accordingly. 

  Furthermore, based on your request for an additional seat for the infant and in order to avoid any issues with limited seat availability we made an additional seat booking, applying the relative price of 340CAD. Nevertheless, as we checked this additional seat could only be confirmed as an adult seat without any exception for an infant (based on the policy mentioned above) and for this reason we cancelled this seat and made the refund of this amount back to your account as soon as  possible. 

  In this case, in the light of the above, from our end as an intermediary, unfortunately we do not have the ability to intervene in the airline's policy for the infant seat. You can always get in contact directly with the airline which is the provider of the flights and clarify whether a separate infant seat can be granted exceptionally or not. 

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

  Best Regards 

  Customer Relations Team 

  Flight Network CA