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.

close

Find a Location

Flight Network Ltd has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/09/2022

  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.

  Booked a return flight through the Flight Network from Sept 19th to Oct 5th 2022 from Toronto to Leeds plus purchased the "Flexible Package so I can change the dates and location with no charges.. The plans changed slightly so I now have to fly from Sept 20th to Oct 2nd 2022 from Toronto to ******* airport in London.
  When going to the site it told me to contact the air carriers as it could do anything. I contacted *** ****** and the agents said that she couldn't do anything without charging me and I had to call the travel agent that booked my flight.
  Went back to "Manage my Bookings" and there is no option to change but there is a phone number it provides to call ************). I have called the number several times to change my information for several days. IT takes hours to get though and but lets you know where you are in line. When it is my turn I get hung up on. I have called three times today on Sunday Sept 11th 2022 and I got though to an agent but after providing my info the agent just hung up on me. In total I have had several hours wasted calling several times over a week and only got through briefly to a person and got hung up on.
  It doesn't seem I can change my flight, It doesn't seem I can use the "Flexible Service" I paid for and they are not honoring my ticket or their service by only having one method of contact and stating that all other attempts besides the phone number will be ignored.
  I would like a full refund for my ticket.

  Business Response

  Date: 16/09/2022

  Dear Mr. ******* ********, 

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

  We are sorry to hear that you were not able to get in contact with us in order to clarify your rebooking options and handle succesfully your rebooking request.

  Kindly note that the rebooking requests are usually handled only by telephone, as also stated in our terms and conditions, for security and quality reasons. In this case, since you could not  initially get in contact with  us by phone our colleagues from the rebooking department have tried to reach you but they did not manage it neither. For this reason, they have already sent you a mail regarding your rebooking options and you can call them back at your earliest  convenience . 

  As you will also be able to verify in this email , according to the rules of the flexible ticket , the change of destination is not permitted. This means that if you want to change your destination , all the  rebooking fees  (airline and agency)  and any possible fare difference will have to be applied. Otherwise, you always have the option to try and find an alternative for the same destination which allows you to use your flexible ticket. 

  In addition, in case you prefer to cancel your order, kindly take into account that the fare rules of the tickets will be applied , according to which the full refund is not permitted (since the flights are valid and they were not cancelled by the airline)  and only the airport taxes could be refunded. 

  Kindly note that we act exclusively as an intermediary between the customer and the airline , hence we are always obliged to follow the airline's rules and procedures and we cannot challenge them in any way. 

  We hope the above information clarifies this claim. 

  Kind Regards

  Customer Relations 

  Flight Network CA 

  Customer Answer

  Date: 17/09/2022

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

  The additional flexible package which I purchased doesn't have that listed. Additionally I paid for text and phone support and being hung up on multiple times is not what I paid for and is a tactic to avoid fulfilling customer request.

    Also with a flexible package having to go to the flight carriers and make changes myself when the carriers say I should be going through the original booking agent speaks to you poor product support and has no substance except a way to charge a client with nothing in return for them.

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

  Business Response

  Date: 26/09/2022

  Dear Mr ********, 
  
  Thank you for your response. We have attached screenshots of our Terms&Conditions as well as the Flexible ticket information, where it is stated that the flexible ticket does not allow change of destination. However, if the airline's own ticket rules allow change of destination, our agents can help you with that. In that case all the airline fees and handling fees as well as possible price differences will be collected. 
  
  Please see the attachments for further information about the Flexible ticket. You can find the whole rules here under Section 8. https://www.flightnetwork.com/rf/travel-conditions#OUR_SERVICES 
  
  
  Kind regards,
  Customer Relations Team
  Flight Network CA 

• Initial Complaint

  Date:12/09/2022

  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 ticket with Flight network to travel on June 9 ,2022 via *** ******.
  on June 8 i did my CHECK IN online and I received my boarding pass.
  on June 9 2022 on my way to the airport had a small car accident. so i arrived at the check in counter
  around 6:15 my flight was at 7. The *** ****** attendant did not let me in she was **** **** *** not very helpful even though she saw that I am a senior person 76 years old but she had no consideration for elderly. The attendant told me to go to the reservation booth to book another flight. I waited on the reservation line more than 30 mins without any reply from *** ****** i was exhausted and frustrated . Due to my health issues I could not stay standing longer So i came back home. later I received from *** ****** that the flight was delayed until 8 pm which made was more frustrating. I called *** ****** next morning to find another booking but they told me that my ticket was canceled!. i had to book a new ticket. i called flight network to refund me several times but flight network customer service is very bad. they do not open a case for you and they do not have any email to follow up. I have been calling them since June but still did not get my refund.
  I need my money back! i paid CA$952.79 for this ticket . it was very unfair the way i was treated as an elderly . I am requesting from flight network to refund me the full amount. i am still chasing them but without success. therefore please i need your help. thank you

  Business Response

  Date: 15/09/2022

  Dear Mrs. **** *****, 

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

  We are sorry to hear about the inconvenience that you faced at the airport.
  

  Kindly note that we act only as an intermediary between the customer and the relative airline, hence the responsibility for the actual performance of the Travel Services mediated through our site is exclusively held by the relevant Service Provider, in this case the relative airline.

  In addition, regarding your refund request, we have verified that the airline has marked you as no-show on the flight which means that the check-in was not completed on time or you were denied boarding based on the airline's procedures. For this reason, according to the airline's policy and regulations the refund is not permitted . Kindly find attached a copy of the above information as a proof and as your point of reference.

  From our end, as an intermediary, we are always obliged to follow the airline's procedures and rules  and we cannot challenge them in any way. 

  In this case, we suggest that you should get in contact  directly with the airline in order to request a refund exceptionally, based on the facts indicated in your claim. In case the airline authorizes this request exceptionally  you can send us a written confirmation with a waiver code . provided by them, in order for us to make the refund claim on the airline booking system accordingly. 

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

  Thank you 

  Kind Regards

  Customer Relations Team, 

  Flight Network CA

   

   

   

  
  
  

  Customer Answer

  Date: 15/09/2022

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

  I contacted the airline and they said to contact flight network directly because the payment was done to flight network.

  Both flight network and *** ****** should stop throwing responsibilities on each others while I am in the middle trying to get my wasted money back. The mark No Show On the ticket is irrelevant because I did show up at the counter but the attendant did not let me **** ******* * *** *** ********* *** *** and I was respectful not like she treated me back.

  I insist on full refund. Flight network should contact *** ****** to agree on the refund! Ot is not my responsibility 

  Flight network 
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:12/09/2022

  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 a total loss of US$ 582.95 in only plane tickets.
  
  1st Problem:
  
  On the 21st of June I bought the following flights:
  27th of July - Barcelona -> Copenhagen (Connection in London) - ****** - US$ 160.99
  29th of July - Copenhagen to Stockholm - ****** - US$ 55.99
  1st of August - Stockholm -> Barcelona - ****** - US$ 115.99
  
  On the 1st of July I received an email saying that my flight from Barcelona to London was cancelled by ******* (**** *** flight - Booking *******). Since there was no available flight from **** *** to London that would allow me to get to London in time to get the connection to Copenhagen, I asked for a reimbursement from the airline. That same day Flight Network confirmed my request for reimbursement, however, I never received this money
  
  2nd Problem:
  
  Since I needed to find a flight to get to London in time, I bought a ******* flight (EUR 27.99) that would arrived at the same time as the previous **** *** one.
  
  On the day of my flight (27th of July) there was a delay in Barcelona airport and I did not get to London in time for my connection flight to Copenhagen.
  
  At the time, I tried calling Fight Network, but I was on hold in a line with a virtual cue of 106 people, in which I waited for 45min until the call disconnected.
  
  Then I tried to buy a separate flight to get to Copenhagen, but there were none direct flights for the next 3 days. The few available ones had 15h connection and were costing US$ 1.300.
  
  So, without any option to go further, I had to buy a flight ticket back from London to Barcelona (******* Flight - EUR 221.99)
  
  Extra Expenses
  I had also to cancel my accommodation bookings in Copenhagen (EUR 20) and in Stockholm (EUR 30) and I lost the concert of the ******* ****** in Stockholm that I had paid (EUR 102)
  
  Expectation
  I expect the company can compensate me for all my financial loss, and emotional distress

  Business Response

  Date: 17/09/2022

  Dear Mr. ***** ******, 

  Thank you for your claim regarding your orders  with number ******, ****** and ******. 

  Regarding your first outbound flight ,operated by *******, which was cancelled (with booking reference *******) we have recently received the funds from the airline and we have already processed the refund to your account. The funds will probably appear in your account within the following 3-5 working days , always depending on your bank's turnaround times. 

  Regarding the additional costs incurred by this cancellation and the last minute delay of your next flight we would like to clarify the following :

  Our agency acts exclusively as an intermediary and to that end, our role and obligations are limited to mediating travel services that will be rendered by the  selected airlines . For this reason, the responsibility for the actual performance of the travel services mediated through our website (in this case the operation of the flights ) is exclusively held by the relevant airline.

  Therefore any claim you may have in context with the performance or non-performance of the flights , the relative airlines are the responsible addressee. In addition,  for the same reason, we have no control over the airline's schedule changes or cancellations and  we cannot be held responsible for costs which may arise as a result of such changes or cancellation.

  In light of the above, we will not be able to shoulder any responsibility in regard to this cancellation and schedule change, as the involuntary flight amendment has been caused by the airlines , for a ticket issued under their authority and, therefore, any kind of compensation or expense that you may have incurred as a consequence of the schedule change must be handled by them directly. 

  Kindly also note that our role, services and obligations as an intermediary are also included in our terms and conditions which are provided to all customers, in a transparent way, during the booking process and which they have to accept before finalizing their booking. 

  We hope the above information will prove useful in solving your claim.

  Kind Regards

  Customer Relations Team, 

  Flight Network US

  Customer Answer

  Date: 21/09/2022

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

  According to my purchased ticket I had a Self -Transfe Guarantee, which would grant me a new flight. However, I stayed more than 1 hour waiting my call to be answered, and nothing. I tried a few times to contact the customer support, but is was completly impossible

  Bellow there is a relevant snip of the Terms 

  "This means we will help you find the best possible flight

  option if you miss a connection because of delay, schedule change or cancellation.
  What we offer
  When you inform us of a change, we will offer you one of the following three options:
  1.A new flight in the same fare class.
  2.A full refund for the unused flight tickets.
  3.A paid flight back to your departure airport."

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

  Business Response

  Date: 23/09/2022

  Dear Mr ******, 
  
  Thank you for your response.
  
  It is correct that your order ****** did
  contain the Self-transfer guarantee. However, when you were notified about the
  flight cancellation of the ******* flight on 01 July, you did not contact us
  for assistance with finding an alternative flight. As per your own statement,
  you requested a refund of that flight from the airline, which we have forwarded
  to you, and you purchased a new ticket, presumably not on our site. We cannot
  be expected to honor the Self-transfer guarantee when there is an issue with a flight
  not involved in the actual order. Furthermore, you were informed about the
  flight cancellation of ******* on 01 July, and in accordance with our Terms and
  Conditions: 
  
  "8.2.4 - Inform Us without undue delay.
  If You want to use the Self-transfer Guarantee You
  must inform Us without undue delay by telephone after You are aware of a
  Change. See preamble for contact details. Should You not inform Us without
  undue delay, You will not be entitled to use the Self-transfer Guarantee."
  
  As you did not contact us without undue delay, the
  guarantee is void and we will not be approving your claim for compensation. 
  
  Kind regards,
  Customer Relations Team
  Flightnetwork