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:03/01/2023

  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.

  I bought some tickets for my sister, husband and niece in 28/9/2022, booking reference ******. I realised that I made a mistake with my niece’s surname and used her dad’s surnames. When calling flight network they said they couldn’t change it nor I could cancel my niece flight on its own as they don’t allow to book tickets just for one child without one adult so I had to cancel 2. I called the airline and they said they could help me. That I could buy a new flight just for my niece directly on their site, they they could cancel the original flight for my niece and that they’ll refund the money to the airline. They did it and they confirmed the refund was sent to flight network on the 18/11/2022. Since then, I’ve been calling flight network weekly and sending emails and they say they can see that it has been refunded but they don’t know why I haven’t received the money yet. They apparently escalate it internally but it’s been over 1.5 months and I’m still waiting for my refund. The airline has confirmed the refund, they have confirmed they have the money, why can’t they just transfer me my money???? I just don’t understand and this is making everyone to waste time plus they’re keeping over $1,300 from me which is my money. In the written replies they keep using these canned answers about “unprecedented times” and that is over, there’s no issues now, everything is back to normal and transferring money to someone shouldn’t take them more than a day.

  Business Response

  Date: 11/01/2023

  Dear Ms.
  *******,
  
  Thank you for your message.
  
  We acknowledge that you are seeking a refund for one of the tickets in your
  order, due to an incorrect last name.
  
  Upon investigation, we find that the name could indeed not be amended from our
  end, as it is not in line with the airlines name change policy, to which we, as an intermediary, are completely beholden. However, we are
  happy to hear that the airline could provide you with an alternative option.
  
  According to your complaint, you are expecting a refund of 1’300 AUD, which was
  the approximate cost for an adult ticket in your order. However, as the ticket
  that was cancelled and claimed was a child ticket, the price was lower, which
  you can confirm by checking the price specification in your order confirmation.
  
  Checking with our Refunds department, we find that the airline has indeed
  processed a refund back to our account, for the affected ticket, and we
  sincerely apologize for the delay in forwarding the refund to you. Due to this
  delay, and as a goodwill gesture, we have now processed the received amount without
  deducting our administrative fee. We have attached a screenshot of the
  successful refund recorded in our system, and a separate refund confirmation
  has been sent to you as well.
  
  We trust this will successfully resolve your complaint, but remain at your
  disposal if you have any additional concerns.
  
  Thank you for your patience!
  
  Kind regards,
  Customer Relations Team
  ********

  Customer Answer

  Date: 13/01/2023

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

• Initial Complaint

  Date:03/01/2023

  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.

  I booked my flight to New Zealand with my partner. Since he had a change in plans, we called to change his portion only to a different date. Instead FN staff rebooked both of us on a different date. I’ve called 3 times and apparently the tech team needs to pull the original recording and rebook me back to the original booking date. However, it’s been 6 days and I have heard nothing. I tried talking to the supervisor but they won’t patch me through. They refuse. I need my flight ONLY rebooked to the original date of Jan 25th ASAP. Order number ******. Otherwise refund my portion.

  Business Response

  Date: 05/01/2023

  Dear Ms. *****,
  
  Thank you for your message.
  
  We are sorry to hear of your concern and have investigated the events recorded
  in your booking to find the issue and resolution to this problem.
  
  According to our internal logs, your booking, which includes two tickets, was
  rebooked on 26 December 2022. From your complaint and the subsequent notes
  recorded in your booking, we understand that you only intended to change the
  date of travel for one of two passengers, but that the change was made for both
  tickets.  
  
  There seem to have been an unfortunate misunderstanding when you called to rebook
  one of the tickets on 26 December, leading to both tickets being changed. This
  was escalated to our internal support to investigate and from the latest notes
  in your order, we can see that your ticket was changed, at our expense, back to
  the original dates booked. A confirmation was sent from our end, to the e-mail
  address provided by you during the booking process and it has also been
  attached to this response.
  
  We therefore hope that you concerns have already been resolved and we apologize
  for the inconvenience caused.
  
  Thank you for your patience and understanding!
  
  Kind regards,
  Customer Relations Team
  ********
  

  Customer Answer

  Date: 05/01/2023

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

• Initial Complaint

  Date:12/12/2022

  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.

  Extremely disappointed by the professionalism of this company. Flight Network rebooked my flight for December 11 from Jakarta to Toronto due to schedule change from the airline. The rebooked flight has transit through Dublin which requires a visa I don’t have. The agent assured me that visa wont be needed for transit within the same terminal which wasn’t the case. This sheer carelessness towards the customer cost me a lot of money for another last minute ticket i have to buy instead. Reservation ******.

  Business Response

  Date: 23/12/2022

  Dear Mr *******,
  
  Thank you for your message.
  
  We acknowledge your complaint in regards to the airline's boarding denial which has occurred due to visa issues.
  
  We checked the order and we note that indeed the inbound part of the booking has been re-booked with transit in Dublin as per your request, however on the system notes, we are unable to find the information that no Visa is required for the transit in Dublin.  
  
  According to our Terms and Conditions and as advised on the Order Confirmation email, passport, visa and/or health requirements can change and can vary depending on the passenger's nationality. We always advise to check with the relevant authority (embassy, consulate etc.) well in advance of travel. The travelers should ensure that they meet the passport, visa, affidavit, health and other requirements of the countries they wish to visit and those that they transit (even if it is for a plane change). We accept no responsibility should the travelers be denied boarding or be deported for any reason, including, but not limited to their age or invalid travel documentation.
  
  We have escalate the matter to our Quality Assurance Department for a call listening and we will reach out to you as soon as the investigation has been completed.
  
  In the meantime, we remain at your disposal if you should require further assistance.
  
  Best regards
  Customer Relations Team
  Flightnetwork CA

  Customer Answer

  Date: 23/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This just sounds like hand washing to me. I would only accept this response once actual followups as promised was done. 
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 12/01/2023

  Dear Mr *******,

  Thank you for your message.

  We have escalated the matter to our Quality department and, from an attentive listening of your calls with our Customer Support occurred on 20th October 2022, they have noted and confirmed that our agents did not mention anything about Visa requirements. 

  As per our previous communication, our Terms and Conditions - which you have accepted and subscribed at the time of purchase - and the Confirmation email -  which you received upon completion of your order - advise you to check with the relevant authority (embassy, consulate etc.) well in advance of travel all the needed requirements about Visa, passport and other documents. The travelers should ensure that they meet the passport, visa, affidavit, health and other requirements of the countries they wish to visit and those that they transit (even if it is for a plane change). We accept no responsibility should the travelers be denied boarding or be deported for any reason, including, but not limited to their age or invalid travel documentation.

  For the above reasons, please note that your claim cannot be accepted as no error has been found on our end.

  We are always required to follow the airline’s rules and regulations and, according to the fare rules of your ticket, refund is not possible for this reservation.

  We hope that the above clarifies the situation and we remain at your disposal if you should require further information on this matter.

  Best regards
  Customer Relations Team 
  Flightnetwork CA
  

  
  

• Initial Complaint

  Date:08/12/2022

  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.

  On May 10, 2022 we bought from Flight Network (FN) 6 seats on each of 4 legs of a trip from Newark, NJ to Crete leaving August 5, 2022 returning August 13, 2022 on ********* Airlines . (FN Order # ******.) FN showed a map with open seats & we selected seats. FN confirmed we reserved & paid for these seats for $1259. We didn't receive any of the seats purchased. Upon returning home, I called FN Customer Service. I was told to send documents to ******************@****************.com for refund for upgraded seats not provided. On Aug. 22 I sent this & received e-mail that my "query has not been registered" & I needed to fill out a website form (It wasn't working) so I called & spoke with Customer Service (CS) who sent me an e-mail & I resent my info as a reply to his e-mail while he held on the phone. He confirmed receipt of my info, said he sent it to support & I'd hear back in 48 hours. I didn't hear back. On Aug. 29, I called CS. I was told FN was waiting for a call back fom ********* & I'd hear back in 3-5 days. I didn't hear back, On Sept. 13, I called CS. They told me my case is "under process" & a request for refund was sent to *********. I asked to speak with a manager & was told a manager would call me back in 24 hrs. I didn't hear back. On Sept. 19 I called & spoke with CS & was told my case had never been sent to support & he submitted it while I was on the phone. I asked to speak with a manager & was denied. On Sept. 20, I received an e-mail stating "Seating product which you have purchased is always subject to availability, if not available seats are not guaranteed. Hence we cannot proceed with the refund as extra services are all non refundable products." On Oct. 21, I called CS & asked to reach someone else. They sent a link and I sent my info. I got confirmation they received my case ******** and never heard anything else. On Nov. 18, 2022 I called CS at *********. They hadn't received payment for upgraded seats from FN. (********* Booking #******).

  Business Response

  Date: 22/12/2022

  Dear Ms Bernstein,

  Thank you for your message.

  We acknowledge your complaint in regards to the seat product which you purchased through our website along with your flight reservation.

  We checked the order and we note that indeed, on 11th May 2022, you paid the amount of 1259.00 USD for the selection of your seats for all the passengers in reservation. Taking a closer look to the booking, it appears that the seats were initially confirmed on the airline's booking system, as per the normal routines, however, later on, due to a technical error, the seat selection was canceled and it was not possible for us to proceed with the payment to the airline. We are sincerely sorry for the inconvenience caused.

  Please note that the full refund of the amount paid for the selected seats has been processed to your payment method used upon booking; the funds will reach your account within 3 - 5 business days. Please find attached the refund confirmation from our system. 

  We are confident that your claim has been satisfied but we remain at your disposal if you should require further assistance.

  Best regards
  Customer Relations Team
  Flightnetwork US

  Customer Answer

  Date: 29/12/2022

  
  
  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. I am satisfied that they are refunding to me the $1259 we paid for seats we did not receive.
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:05/12/2022

  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 through Flight Network to fly on Friday, March 18, 2022 via ***** Airlines flight ** *** (booking number ******)  from Kitchener to Vancouver with a connection flight to Victoria. Due to a scheduling error, a plane was not available for take-off at 14:10 so the flight was delayed until 17:30. Rather than arrive as scheduled at 16:20, the flight arrived late, causing me to miss my connecting ******* ******* flight ***** to Victoria, that was scheduled for 18:20. The next available ******* flight was on Sunday since I could not make the connecting flight at 18:20. To wait in Vancouver two days until the next ******* flight would be cost-prohibitive so I cancelled that flight just prior to departing Kitchener and booked through ******* departing at 9:30pm. Due to the delay by *****, I could not meet my scheduling connecting flight with ******* *******. I have yet to be compensated for the delay and I deserve to be refunded for connecting flight cost ($387). There is a phone number to call regarding a missed connection because Flight Network has a guarantee for connecting flights but I've called numerous time, wait a long time, get the run around and have been told someone will call me back, or no one comes back to the call. I've even waited "for a manager" only to be hung up on. I have been waiting months for compensation.

  Business Response

  Date: 08/12/2022

  Dear Ms. ******,
  
  Thank you for your message.
  
  We are sorry to hear of your troubles during your journey.
  
  As you note, we do have a policy which is called “Connection Guarantee / Self
  transfer Guarantee” in which conditions we outline offers we can provide our
  customers with in case you hold a certain type of order containing separate one
  way tickets, and if there has been a delay or cancellation in your itinerary. However, in these conditions we also outline situations where the policy
  does not apply, such as; you have made changes to your
  Booking without our previous approval, or you have not contacted us without
  undue delay after being informed of the change. Attached is the applicable
  portion of the conditions.
  
  As you note in your complaint, you cancelled the connecting flight directly
  with the airline and booked another ticket yourself, and you did not contact us
  for assistance. The first recorded contact we have from you in your order is a
  message you sent to us on 27 April 2022, more than a month after your flight.
  Therefore, the conditions of the Connection Guarantee does not apply and we
  will not shoulder any cost you may have incurred as a result of the airline
  delay.
  
  For any compensation due to the delay of the flight, we recommend you contact the applicable airline. 
  
  We hope this clarified your concerns.
  
  Thank you!
  
  Kind regards,
  Customer Relations Team
  Flightnetwork

• Initial Complaint

  Date:05/12/2022

  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 a trip from St. Louis, MO to Heraklion, Crete, Greece through Flight Network on May 11, 2022. The flights were on *** ****** and *********. My outbound flights were supposed to be on July 8, 2022. This flight was cancelled and rebooked for approximately 40 hours later. We did not accept the rebooking. *** ****** has confirmed that our tickets remain open. Flight network is stating that *** ****** is responsible for our refund, and *** ****** is stating that Flight Network is responsible for our refund. Flight Network states that they have not received confirmation that our tickets are open, but *** ****** has repeatedly communicated this to Flight Network. At this point, my trip is accruing interest at a 16% interest rate, and I had to rebook the trip outbound same day, so I am out the money for that flight as well. I tried to bring up a dispute with ******, the company providing my loan for the trip, but they responded that they could not do anything about this situation. I have since received notice from *** ****** that they refunded Flight Network $3320 on 24-Nov-2022. Flight Network is still insisting that we are not owed a refund for this cancelled flight.

  Business Response

  Date: 13/12/2022

  Dear Ms. ********,
  
  Thank you for your message regarding order ******.
  
  We acknowledge your request for a refund and concern regarding the handling
  time. Upon investigating your order and checking our logs, we can see that we
  filed a claim for a refund with the airline on 18 August 2022 and while
  checking with our Refunds team today, they confirmed that we had not received
  the funds in return yet. Our logs also show that the dispute you issued has now
  been closed and resolved in our favor.
  
  Please note that depending on the mode of transaction chosen by the airline to
  process your refund to us, it may take between two to four weeks from the
  transaction date before the funds are visible on our account. Rest assured,
  your order is on our refund queue and is therefore being monitored, awaiting
  the applicable funds in our account. Once received, we will mediate the
  transaction to you in accordance with our Terms and Conditions and the airlines
  policy.
  
  When you confirmed your purchase on our site, the funds for your tickets where
  immediately forwarded to the airline, to confirm the purchase and issuance of
  your tickets. As such, the airline is responsible for the issuance of your
  refund, and once received in our account, we are responsible for mediating the
  transaction to you, under the conditions agreed upon by all parties.
  
  Although we understand this may not be the response you were seeking, we hope
  it clarified the situation. 
  
  Thank you for your understanding.
  
  Kind regards,
  Customer Relations Team
  Flightnetwork

  Customer Answer

  Date: 13/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: *** ****** provided me with receipts of the return. The money was transferred to FlightNetwork by *** ****** on 24-Nov-2022. It has been nearly 3 weeks since FlightNetwork received the refund. This refund needs to be immediately applied to the ****** loan which was used to pay Flight Network at the point of purchase. This was the resolution of the merchant dispute with ******. Currently, FlightNetwork is not upholding it's end of the agreement with ****** by withholding the refund.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 22/12/2022

  Dear Ms. ********,
  
  Thank you for your reply regarding the order
  ******.
  

  We have
  taken notice of the documents form *** ****** you have sent us and we have
  shared them with the responsible department, to double check the refund status.
  As in our last email informed, it may take
  between two to four weeks from the transaction date before the funds are
  visible on our account.
  

  Thank you for your patience.
  
  Kind regards,
  Customer Relations Team
  Flightnetwork

  Customer Answer

  Date: 23/12/2022

  
  
  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:02/12/2022

  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.

  Purchased airfare on Feb 6, 2020 (through Flight Network, FN) with *** ****** for $575.93 leaving Fri Oct 9th, 2020, and returning Sat Oct 17th 2020. The agent fee was $36, and also purchased the FN insurance for $67. I was going to go to Denmark with a friend, but due to COVID the trip was cancelled. I also noticed that the flight was no longer available, so I contacted FN to find out what was going on with that flight. On Aug 25th, 2020, I received an e-mail from FN that I would have an open ticket credit good through Feb 6th, 2022, in the amount of $659. I called FN numerous times but could never speak to anyone due too very long wait times (que anywhere from in the 70s to the hundreds). I then called *** ****** I was able to speak with someone about my open ticket but since FN was holding the open ticket on their end *** ****** could not help me. *** ****** rep stated that this was not correct, that *** ****** should have held the credit and not the FN. Towards the beginning of Jan 2022, I contacted FN to extend this credit (open ticket). They did grant me an extension until Oct 17th, 2022, but per the e-mail it states your tickets and booking ****** or open tickets can be changed to a specific date by 17 Oct 2022. When I recently called the FN to inquire about booking a flight through the customer service number, all they would tell me is I needed to speak to another team & would have that team call me back. They did take my phone number, but no one ever called me back. Each time I was able to get thru & speak to a customer service rep they informed me that I needed to use my open ticket & book prior to Oct 17, 2022, but never told me I had to travel before Oct 17th (only book before the 17th). This week when I tried to book a flight for May of 2023, they stated they would not honor my open ticket since I needed to fly by Oct 17 2022. No one ever indicated this prior to this week, and this is why I'm filing a complaint. I am requesting a refund of $575.93 from *** ****** or an open ticket in the amount of $659. Again, the credit was never with the airline. Contacted them multiple times as well $ was told that FN would have to request any type of extention with the airline since they HOLD the credit dollars. This is so frustrating to receive the same response over $ over again.

  Business Response

  Date: 08/12/2022

  Dear Ms.
  ********,
  
  Thank you for your message regarding order *******.
  
  Firstly,
  we would like to clarify that the “open ticket” is an airline policy, not a
  Flightnetwork policy. Furthermore, when you confirmed and finalized your
  purchase on our site, we immediately forwarded the funds for your tickets to
  the airline. When you later received the open ticket, there was no transfer of
  funds between the airline and us; it only means your ticket status is kept “open”
  in order for you to be able to rebook it at a later date, the conditions of
  which are decided by the airline.
  
  According to our logs, we sent you an open ticket confirmation on 17 January
  2022 with the following information regarding the open ticket deadline:
  
  “Your tickets in booking ****** are open tickets and can be changed to a
  specific date within 17 Oct 2022 from the date of issue.”
  
  We are sorry to hear if you misunderstood the conditions of the open ticket,
  but as an intermediary, we are not able to provide you with any exception to
  the airlines policy, nor can we extend the deadline of the open ticket as this
  can only be done by *** ******.
  
  For any further complaints or requests for extensions/ exceptions, we recommend
  you contact the airline directly.
  
  Thank you for your understanding.
  
  Kind regards,
  Customer Relations Team
  ******** 
  

• Initial Complaint

  Date:02/12/2022

  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.

  Dear BBB, I booked my flights with Flightnetwork on Oct 26, 2022 to travel from Melbourne(MEL) to Delhi(DEL) by paying $1,870.75 AUD. The travel dates are 07-Jan-2023 and return on 20-Jan-2023.
  After booking, my travel plans were about to change. So I called the very same day to check my cancellation options.
  The operator told me since I have booked a flexible ticket, my cancellation charge will be only $60 AUD. Based on this, I made a different booking.
  The next day (Oct 27, 2022) when I called to cancel my flights, the operator who spoke told me the cancellation charge is $560 AUD I was shocked and did not agree and told them that I've been advised about only $60 AUD. The operator told it is a miscommunication from the previous operator.
  Since there was a confusion, I tried calling them again the next day (Oct 28, 2022) and the operator who spoke told me its $560 AUD for one flight and the round trip cancellation is $1120 AUD
  I was very furious at the same time disappointed. So I escalated my case and arranged for a callback from supervisor.
  When the supervisor called me, I explained everything what happened and he told me that the cancellation charges are $560 AUD for the whole trip.
  I clearly told him, just because the first operator confirmed me the charges are $60 AUD, I booked a different flight otherwise I wouldn't. It is a clear miscommunication from the Flightnetwork's end which is costing me.
  I asked the supervisor to check all the call recordings and logs and make a fair decision if the mistake is on their side.
  I finally got a call from the same supervisor on Nov 1, 2022 where he agreed it is a miscommunication from their end and confirmed me that the cancellation charges will only be $60 AUD and I'll receive all these details in an email within the next 1 hour.That's it.
  It's been more than a month now. No emails, calls and updates. I've been calling Flightnetwork every alternate day to get an update but no progress till date.
  My order number: ******

  Business Response

  Date: 09/12/2022

  Dear
  Mr. *********,
  
  Thank you for your message.
  
  Firstly, we sincerely apologize for the miscommunication on our end regarding
  the applicable airline cancellation fees of your booking and also the delay in
  your refund.
  
  We note that you were indeed initially informed that only our fee of 61 AUD
  would apply, and although that was not applicable after the first day, we will
  cover the cost of the airlines cancellation penalty, since our information to
  your was not clear regarding the cancellation policy.
  
  We can now see that you have spoken to our internal support team who has
  confirmed the cancellation of your order and we have applied for a refund with
  the airline. When the airline process the funds to us, we will mediate the
  transaction and cover the loss of 550 AUD, which they will deduct from the
  amount.
  
  Again, we apologize for the confusion and delay, but assure you that you case
  is being handled and we are now waiting for the funds to return from the
  airline before completing your refund.
  
  Thank you for your patience and understanding.
  
  Kind regard,
  Customer relations Team
  Flightnetwork
  
  

  Customer Answer

  Date: 11/12/2022

  
  
  Complaint: ********
  
  
  
  I finally received a call and a formal email from the supervisor on Dec 9th (more than a month after frustrating followup and only after registering a complaint with BBB) confirming the airline penalty of $550 AUD will not be deducted from my refund. However, they also mentioned the Flexible ticket fee paid for 257.76 AUD is non refundable.
  
  The information of non refundable amount of $257.76 AUD is not mentioned in the airline response here. 
  The only 2 reasons I’m rejecting the response is: 
  1. To have this information recorded for transparency purpose and for any future users reference and
  2. The flexible ticket fee is costing me because of a proven miscommunication in the Flight network end. I understand that Flightnetwork waived the airline cancellation penalty. However, is this the right thing to charge the flexible ticket fee to the customer for the mistake from your end? I wouldn’t have even cancelled the flight if there was proper communication given. Need to consider my case for a fair decision.
  
  Sincerely,
  ********* *********
  

  Business Response

  Date: 22/12/2022

  Dear Mr.
  *********,
  
  Thank you for your response.
  
  According to our internal notes from the agent your spoke with, you agreed to the terms of the refund, with a non refundable Flexible ticket. However, in order to settle your complaint in an amicable fashion, we have decided to make an exception to our internal policy and refund the Flexible ticket as a goodwill gesture, together with the airlines cancellation policy. Attached you can see a screenshot of the successful refund recorded in our system.
  
  We sincerely apologize for the inconvenience this may have caused you and the handling time from our end, but we hope that your complaint has now been resolved to your satisfaction. 
  
  Thank you for your patience, and we wish you a pleasant day!
  
  Kind regard,
  Customer relations Team
  Flightnetwork

  Customer Answer

  Date: 26/12/2022

  
  
  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.

  I finally received full refund as mentioned by the the Flightnetwork agent. I'm happy to close this case. 

  I also sincerely thank BBB for helping me and a lot of others in getting a fair decision.
  
  
  
  Sincerely,
  
  
  
  ********* *********

• Initial Complaint

  Date:01/12/2022

  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.

  06 June 2022 around 7pm I purchased 2 tickets for mysepf and my wife from ********** Tasmania Australia to Melbourne Australia to go to a music event that was cancelled afterwards I contacted the flight Network to request a refund they said the airline policy said this wasn't possible to contact the airline so I contacted the airlines and both ****** Australia and ****** Australia was happy to provide a refund they requested that I contact flight Network and have them call them directly and they will process the refund with them flight Network have not contacted the airlines and when I call them to see the progress they have been hanging up on me and not saying they have contacted ****** but they tell me the airline policy doesn't allow me to have a refund and I need to contact the airline and I have told them over phone calls I've had with flight Network over the past week that they need to call them they say they do then I call back and they have not done what was asked of them I'm disappointed and hope you can contact me and Flight network today as my flight out is in 4 hours.

  Business Response

  Date: 06/12/2022

  Dear
  Mr. *****,
  
  Thank you for your message.
  
  Upon investigating your complaint and order, we can see that your order
  contains two separate and individual bookings, as per below.
  
  Booking: ******
  Airline: ****** Airways
  Departure: Launceston to Melbourne (02 December 2022)
  
  Booking: ******
  Airline: ****** Australia
  Departure: Melbourne to Launceston (03 December 2022)
  
  As such, each individual airlines policy has to be followed independent of each
  other. For your outbound flight with ****** Airways, the airlines ticket policy
  state that the ticket is nonrefundable, as shown in our attachment taken
  directly from the global booking system and the tickets cancellation policy.
  
  Regarding your return flight with ****** Australia, due to a schedule change
  performed by the airline in your itinerary, we have sent an application for a
  full refund to the airline, in line with the policy received from ****** Australia. The airline has not yet handled or replied to our
  application. We can see from our logs that we confirmed this with you by
  sending a cancellation confirmation to your email. As an intermediary, we have
  to abide by the airlines policies and decisions. If ****** Australia approve
  our application and send us your funds, we will fulfill our role as the
  intermediary and mediate the refund transaction to you, in accordance with the
  airlines policy and our terms and conditions.
  
  Unfortunately, you have been provided faulty and incorrect information from the
  airline. A refund can never be claimed or requested by us via a phone call to
  the airlines agency support. There are processes and routines set by the
  airline on how to go about applying for a refund. These must be followed, as
  well as the official policy we have received from the airline regarding a
  cancellation refund. However, if the airline has promised you that a full refund can
  be offered from their end, we suggest you ask them to provide that promise to
  you in writing. If they do, kindly revert with the document to us and we will
  reach out to them and inquire further.
  
  Thank you for your understanding.
  
  Kind regards,
  Customer Relations Team
  Flightnetwork
  

• Initial Complaint

  Date:22/11/2022

  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'll explain in detail, I bought a plane ticket with Flight Network to travel from Quebec to Brazil on September 30, 2022. Unfortunately, one of the flights was canceled due to hurricane IAN. So, I got in touch with them by phone and an attendant offered me a new plane ticket for October 1st. I received an email with the new route and confirmation. And I was happy about it. But on September 30, 2022, the day the check-in opened, I was unable to complete it using the ********* application, but the route was on the website, in the application and even on the ******** website, I kept this document to prove that I really had a new one airfare.
  As I was unable to check in, I left it to do the same at the airport and to my surprise the new ticket disappeared from the ********* system, both from the website and the app (the same one I gave a screenshot of) and also disappeared from the ******** website (where I downloaded the document with the new route and my name).
  It just disappeared from everything. They deleted everything about me like I was crazy. I didn't travel because I didn't have the airline ticket I bought, it wasn't free, I paid for it. As I had an appointment, I bought a new ticket directly with *********, as I called the Flight Network Company and they informed me that they could not do anything about it. The company I trusted and from which I bought a ticket turned its back on me, deleted my account, deleted my ticket for no reason, no reason, no justification.
  In addition to the financial damage caused, I had moral damage, going to the airport to travel and not boarding.
  In a magic pass it disappeared from all systems, very strange that. They are cowards.
  I would like an apology and my money back.

  Business Response

  Date: 30/11/2022

  Dear Ms *********,
  
  Thank you for your message concerning order ******.
  
  We note that you are claiming for a refund of your order, which cost 429.55 CAD,
  due to an issue with your ticket that lead to you not being able to board the
  flight on which you were booked.
  
  We have investigated your order accordingly and as you note, you contacted us
  on 28 September 2022 to check for alternative flights due to a schedule change
  in your itinerary, performed by the airline. Our internal notes substantiate
  this and that a viable flight on 01 October was found and you were rebooked
  according to the alternative you accepted.        
  
  However, upon deeper inspection in the global booking system and your booking,
  it appears that although the new flights were added to your booking, your
  ticket was not properly re-issued according to the new flights. For this, we
  sincerely apologize, and fully understand it must have been a frustrating
  situation.
  
  Because the error that caused your issue was found to originate on our end, we
  have decided to approve your claim and have today refunded you the full amount
  you paid for your order. Attached you can see the successful refund recorded in
  our system, and you can expect to see the funds in your account within five
  business days.
  
  We assume this will effectively resolve your complaint, and we assure you that
  action will be taken to avoid these kinds of errors in the future. Again, we
  sincerely apologize for the inconvenience this caused you.
  
  Thank you for your patience and understanding.
  
  Kind regards,
  Customer Relations Team
  Flightnetwork

  Customer Answer

  Date: 30/11/2022

  
  
  Best Business Office:
  
  I have reviewed the response given by the company in reference to complaint ID ******** and find this resolution satisfactory.
  
  I want to thank everyone who contributed to my case. My sincere gratitude.
  
  ******* *********

  Business Response

  Date: 02/12/2022

  Dear Ms *********,
  
  Thank you for your response. 
  
  Please note that the refund processed from our end on 30 November 2022 may take up to five business days before it properly reflects on your account, as noted in our previous response, depending on your individual banks turnaround times. Attached to this reply is proof of refund from our payment provider which includes the ARN for the transaction. If you are having trouble locating the funds in your account, after the five business days have passed, we suggest you contact your bank and provide them with the ARN in the document attached, it will serve as a locator enabling them to find the transaction.
  
  Otherwise, we recommend you wait until the end of next week and you should be able to see the refund in your account.
  
  Thank you!
  
  Kind regards,
  Customer Relations Team
  Flightnetwork

  Customer Answer

  Date: 02/12/2022

  
  
  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,
  
  
  
  ******* *********