Business Profile

Travel Agency

Flight Network Ltd

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Important information

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

Complaints

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

Customer Complaints Summary

279 total complaints in the last 3 years.
63 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:21/11/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi-
I purchased a ticket for my family of five for my trip to Rome-Athens and back.
Order number is ******
Rome - Athens Booking No.: ****** for travel on 12/27/22
Athens - Rome Booking No.: ****** for travel back on 12/29/22
The airline "***" rescheduled both the flights and now the itinerary does not work for me, so I requested to cancel these flights and refund my money.
Flight Network is charging my $85 to cancel these five tickets which i did not agree to. They say it is written in the terms and conditions in my ticket and they will not process the cancellation request without i agree to pay this unfair penalty or service charge they call, which then i unwillingly agreed to get this processed.
My point is they did not disclose these service fee before i booked the flight with them. I got these terms and conditions after i purchased the tickets, so its unfair to charge this fee, specially when this was not my fault because airline changed these flights not me. I would kindly request you to take action against this company for this unfair practice and get me my full refund.
Thank you.
**** ********
1-************
Business Response
Date: 29/11/2022
Dear
Ms. ********,

Thank you for your message.

Please note that in order to finalize a purchase on our site, you as the
customer first have to confirm to have read and approved of our Terms and
Conditions, which include our service fees. It is not possible to complete your
order without confirming this.

Further to your order, can see that you have booked an order containing two
separate bookings, one for your outbound flight and another for your return
flight, as below.

Booking reference: ******
Airline: *** Airways
Destination/date: Rome to Athens 27 December 2022

Booking reference: ******
Airline: *** Airways
Destination/date: Athens to Rome 29 December 2022

Upon investigating your order, we note that an email was sent to you on 28
November 2022 from our internal support team, informing you that, due to the
schedule change performed by the airline on your flight from Athens to Rome
with booking reference ******, we can assist you with either confirming
an alternative flight, or applying for a refund with the airline. These
alternatives are offered as they are in line with the airlines policy, of which
we as an intermediary are beholden to. Also mentioned in the email sent to you
is the fact that your flight from Rome to Athens with booking reference ******
is on a separate ticket, and therefore, unaffected by the schedule change in
booking ******. Meaning, any cancellation of your outbound flight, would
have to be in accordance with the airlines ticket policy, which states the
tickets are non refundable.

For quicker action, we recommend you contact our customer service team and
inform them of your decision regarding the alternatives provided to you, any assistance provided from our end will be in line with the airlines policy and our Terms and Conditions.

Concerning our administrative fee, as already stated above, these are included
in our Terms and Conditions, and have been approved by your prior to finalizing
the purchase on our site and therefore, will apply.

We hope this clarified your concerns, and wish you a pleasant day ahead.

Kind regards,
Customer Relations Team
Flightnetwork
Customer Answer
Date: 30/11/2022

Complaint: ********

I am rejecting this response because: the itinerary change by airline happened twice. Few days ago they changed the outbound flight and my 2 day trip to Athens shrunk. However, I agreed to the said itinerary change as i could still live with it. Now, they have changed the inbound flight also, which makes the new itinerary useless for my family. It is very important to note that I never requested two separate tickets (outbound and inbound) from Flight Network. They booked this on their own, which is now they are using to get the cancellation charges citing the airline policy. Their fee of $17 per ticket is acceptable but I can not accept any further cancellation charges because it was not my choice book separate ticket or change the itinerary twice at a separate time.

I am looking forward to BBB to assist here as i have been communicating with Flight Network and not expecting any support from them.

Sincerely,

**** ********
Business Response
Date: 06/12/2022
Dear Mr ********

Thank you for your message.

We note that there now has been a schedule change also for the outbound flight and a refund has been requested and confirmed by you for both bookings on December 2nd 2022.

We would like to inform you that we have submitted refund applications which are still pending with the airline. We have successfully initiated the refund process on our end and are, unfortunately, unable to determine when the airline will fulfill its obligation to review and process said applications.

Please note that as an intermediary, unfortunately we are in no position to challenge the airline's decisions, rules, and policies, and are obliged to operate in accordance with them. If we at a later stage will receive the funds from the airline, will this funds of course be mediated back to the original form of payment and you will be notified by email when the payout has been processed from our end. Please also note that our handling fee of 17 USD will be deducted from the refunded amount, since we on your behalf has assisted with the refund request.

We thank you for your patience!

Kind regards,
Customer Relations Team
FlightNetwork

Customer Answer
Date: 08/12/2022

Complaint: ********

I am rejecting this response because:
I got $176.17 back and i paid $685.52, while airline had the schedule changes on both outbound and inbound flights. I was told that their Agency fee is $17 per ticket (total $85). For no fault of mine i do not accept this reduced payment from them.

I would like to get my full amount refunded back from them

Sincerely,

**** ********
Business Response
Date: 22/12/2022
Dear Mr ********,

Thank you for your reply.
Please note that the refund of 176.17 USD is for the tickets of booking ******
less our handling fee of 85 USD.
For the tickets of booking ****** the refund applications are still
pending, which means that the airline has not handled them. We are unable to give you an exact handling time as the airlines are
also faced with a massive workload.

Kind regards,
Customer Relations Team
FlightNetwork
Customer Answer
Date: 22/12/2022

Complaint: ********

I am rejecting this response because:
The ticket price total was $685.52 for both ways. If one way refund and processing fee totals $261, am i getting $424 back from the other one way ticket? Nothing is acceptable below that amount as i explained earlier that this was airline cancellation.

Thanks.

Sincerely,

**** ********
Business Response
Date: 10/01/2023
Dear Mr. ********,

Thank you for your response.

Our service fee was deducted from the initial refund, meaning the amount we receive from the airline for booking ****** would be refunded to you without further administrative fee's from our end. However, the amount refunded is decided by the airlines policy. In addition, the product Flexible Ticket would also be refunded once the airline refunded booking ******, in line with out internal policy. However, our system now indicates that you have contacted your bank and issued a dispute. During an ongoing dispute we are unable and prohibited from transferring any funds in your order, until the bank has concluded their investigation and decided the dispute in either party's favor. According to our system, the dispute has an expected outcome no earlier than 30 March 2023 and until then, for any further queries you may have in regards to the status of your funds, your bank will be the responsible addressee. If the dispute is finally settled in your favor, you will receive the funds directly from the bank, and if not, you are welcome to contact us and we will once again be able to assist you.

Kind regards,
Customer Relations Team
Flightnetwork
Initial Complaint
Date:21/11/2022
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.
On March 10th I purchased one way tickets ***>*** for March 12th. On March 12th, the ticket agent for the airline informed me that there was an error in my ticket. The agent also informed me that as it was purchased through a third-party, that third party would have to make any changes as the airline could not make edits to external ticket stock.
After being on hold for over 20 minutes a man answered saying he could make no changes. I begged him to speak with the ticket agent as she'd explained the airline couldn't make changes. Via speakerphone - FlightNetwork's agent basically said "No, YOU!" They repeatedly refused requests to speak with another agent, or escalate to a manager, yelling over both myself and the ticket agent. They refused to do ANYTHING. At this point I was terrified I'd miss my flight and expressed such. He said, "If you still have a problem call back" and proceeded to hang up. After calling back, and being on hold again, this time for over 35min, someone answered only to hang up on me while explaining the issue. By that time my flight had departed and I had to go back home. Immediately I wrote to "Support" on their site and to this day have never received a reply beyond the auto-generated email.
In order to get to my destination, I AGAIN purchased one way tickets (through another vendor) for two days later and had no issues.
Having had a HORRIFIC experience with their call agents, and being ignored online, I opened a dispute with my credit card company. Being that I've been in France since this occurred, it has been exceedingly difficult to manage my case (they have not once contacted me - I have only even gotten updates by calling them). After months of sending documents and getting conflicting answers I've been told it's too old to continue investigating.
FlightNetwork happily sold me tickets that I could not use, REFUSED to help me when I attempted to use them, and never answered my complaint.
**** *** * *****
Business Response
Date: 28/11/2022
Dear Mrs. ****** * ***,
Thank you for your mail regarding your order number ******.
We have looked into the order and the communication log and it seems that you got in contact with us on the date of the departure of your flight in order to request a name correction in your booking.
First of all, we would like to clarify that we only act as an intermediary between the airlines and the customers. To that end our role and obligations are limited to mediating the travel services which will be rendered by the relevant airline. We are not provider or co-provider of these travel services and we are not a part of the contractual relationship between the customer and the airline. As a consequence, we do not have any control over the airline's procedures , rules and policies , we are always obliged to follow them and we cannot challenge them.
In addition, as also indicated in our terms and conditions, within our role as an intermediary we can only handle any change request if we receive it at least 24 hours prior to the date of the departure:
3.5.3 In order for us to be able to handle the changes requested by You, it is necessary that We receive your change requests at the latest 24 hours prior to the commencement of travel (only by telephone).
Starting from 24 hours prior to the departure , the booking and ticket go under the control of the airline which is the service provider of the flights and any change or any other issue which may appear, can and has to be handled only by the airline.
Furthermore, regarding any manual mistakes which may appear in the booking ,we would like to clarify that our tickets are issued automatically, with the itinerary and passenger details that the customer selects on our website.
Any deviation between the final tickets and the intended itinerary or passenger information, unfortunately, means that the wrong information input was made by the customer during the booking process.
For this reason, as also stated in our terms and conditions, during the booking process, you are provided with the technical means needed to detect errors in entry forms and to correct them prior to submitting your booking request. You are requested to check all data for accuracy before concluding your booking request. Subsequent change requests may lead to significant additional costs and we do not accept any responsibility for costs which might arise of these errors.
Regarding your booking , we have also verified that you had initiated a payment dispute (chargeback) through your bank on 5th of April 2022 which was decided though in our favor on 25th of July 2022.
In the meantime, we made a refund request towards the airline and they authorized only a tax refund since the flights were not cancelled so the full refund is not permitted according to the rules of the ticket.
In this case and for all these reasons ,as explained in details above, we cannot authorize this claim and we can only make a tax refund based on the amount authorized and received by the airline. If you want us to proceed with the refund of this amount , kindly inform us accordingly.
We hope the above information clarifies this claim.
Kind Regards
Customer Relations Team
Flight Network US
Customer Answer
Date: 09/12/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and this entire complaint could have been avoided were they to respond to me originally - when I reached out the same day of the incident.
It's not by coincidence that most of the explanation refers to fine print in the T&Cs not listed elsewhere. It also seems contradictory to me that at one point it seems to suggest that no change can be made, only to several lines later say I should have requested the change earlier... the name change request was to be from my married name to my maiden-name. Both are still my legal names and I had the documentation with me to demonstrate this. I wasn't aware this would be a problem until I was told such at the ticket counter.
My opinion of this merchant is unchanged; not to mention the bank decision in their favor was a result of "non-response" from me (they refused to call/mail/send notifications internationally so I had no idea there was action needed on my part).
I am accepting this solution because I want this to be concluded. I have been dealing with this since March. So yes, I would like to be refunded all possible amounts. Let me know what is necessary to do that.

Sincerely,

****** *** *******
Initial Complaint
Date:16/11/2022
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.
My name is ****** ******* ***** ( Order # ****** ). I bought a ticket through you Flight Network from Calgary to Belo Horizonte to depart December 5. The first flight was cancelled by Air ****** and a new itinerary showed up with different times and an additional stop in Montreal. I called Air ****** and they informed me that I'm eligible for a change of flights with no additional cost (Re-protection) as accommodation and offered me the option that follows at the e-mail sent to ******************@*********************.com.

After talking to more than 12 different agents at Flight Network (No one owns the situation and try to help, all they do is transfer to a different person like they're trying to make you give up), my issue persists.
All I need is for the accommodation to be done on my flight as per instructions on the email I sent to ******************@*********************.com or an alternative resolution.

On my last contact today Dec 15 2022, the agent told me he had requested the authorization with Air ****** to change the flight, but no one at Air ****** see any request on the system. What they see is that Flight Network changed the details on the cancelled flight but didn't even ticketed it, so right now me and my family don't have a seat on the first 2 flights.

I ask that someone please get in touch with me willing to help with this as it's been days with long hours of tentative with getting nowhere.
Business Response
Date: 24/11/2022
Dear Mrs. ****** ******* *****,
Thank you for your mail regarding your order number ******.
Our department which handles the rebooking requests after schedule changes has bee given the authorization by the airline which was necessary for reissuing the tickets with the new flights selected free of charge. For this reason, they will get in contact with you as soon as possible in order to confirm the rebooking option and reissue the tickets accordingly.
We hope the above information clarifies this claim.
Kind Regards
Customer Relations Team
Flight Network CA
Initial Complaint
Date:14/11/2022
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.
I purchased a ticket to fly to Lima, Peru from Portland, Oregon on April 14 to flight April 26. Order was: ******. When i arrived back to the US I landed in Los Angeles. I found out my flight to Portland did not exist. I called Flight network and they told me to contact the airline. I went to the Airline and they told me the flight did not exist and there was nothing they can do for me. After to talking to them (Alaska) physically in the airport I called and i was told they couldn't tell me anything since i did not purchase the ticket and I had to go through Flightnetwork. So I called Flightnetwork and they would not help me but kept repeating to me, "I have to contact the carrier" or ****** in this case. After talking some more with ****** I was told the flight changed and they had no contact to inform them of that change regardless they wouldn't work with me since I did not purchase the ticket. So long story short i have been talking to Flight network and they don't want to refund me anything. I did have to purchase another ticket to go home. I will never buy from flightnetwork.
Business Response
Date: 25/11/2022
Dear Mr. ******* ****,
Thank you for your mail regarding your order number ******.
First of all, we are sorry to hear about the inconvenience that you faced regarding your trip.
From our end, we would like to clarify that we act only as an intermediary between the customers and the airlines. We are not a provider or co-provider of the flights services, mediated through our website and the responsibility for the execution of these services ,including the smooth operation of the flights, is held exclusively by the service provider which is the relevant airline.
In addition, the airlines may modify or cancel a flight for various reasons and within our capacity as an intermediary we do not have any control over these modifications or/and cancellations. Nevertheless, in case the airline informs us on time (at least 48 hours before departure) about these changes we can also notify you accordingly and make a flight change or refund request on your behalf, always on the condition that it is permitted by the rules of the airline.
Regarding your booking, as also confirmed by the airline in the letter which you have attached in this claim, they did not send us any notification about the flight cancellation, in due time before departure and for this reason we were not able to inform you accordingly on time. Furthermore, kindly note that within 48 hours before departure the reservation and the ticket usually go under the control of the relevant airline which is the flight provider and any last-minute changes, cancellations or/and rebookings can be handled directly by their services.
Regarding your refund request for the cancelled flight and the unused coupon, kindly note that we submitted it towards the airline but it was initially rejected. We have attached a copy of the airline's initial reply with the rejection as a proof and your point of reference. Nevertheless, based on your claim, we have resubmitted this request and we are waiting the airline's confirmation and updated reply. In case they authorize this request and send us the funds we will make the payment to your account as soon as possible.
We would like also to clarify that when a customer finalizes a booking on our website the payment goes directly to the airline which is the flight provider and we do not keep this payment. For this reason , we do not have any control over the airlines handling times in regards to their refund process and we can make a payment only when we receive the funds by the airline.
We hope the above information clarifies this claim.
Kind Regards
Customer Relations Team
Flight Network US
Initial Complaint
Date:10/11/2022
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.
Good Evening

I have attempted to reach out to this business multiple times in regards to a refund owed. If this issue is not handled timely by either refunding my $4800 or issuing flight credits I will have no choice but to pursue an escalated action. My tickets were cancelled due to covid and this company has refused to provide any refund for over 2 years.

I purchased 4 tickets to go to Israel for 22 March 2020. The flight was
cancelled by ** ** due to Covid. I have contacted Flight Network many
times since the cancellation asking for first a refund for the $4,800+ and
then was told, I could only have credit to rebook the flight with ** **. I was perfectly fine with booking another flight using a voucher and advised of the dates I wanted.

I was never issued a voucher even though I have asked on multiple phone
calls. I called Flight Network this week to rebook for December 26, 2022
- January 4, 2023 and I am being told now by Flight network that my
ticket doesn't qualify. I was sent an email stating: Unfortunately you
ticket do not qualify to be rebooked or refunded. You case is now closed
from our end.

This is absolutely incorrect. Below is what the email from ** ** states:
Option one - a credit voucher
"You can enjoy a flexible credit with ** ** for any destination, for any
flight, until the credit is fully utilized. The voucher can be transferred
and/or used by any other passenger of your choice and will be valid for
the purchase of tickets and ancillary services of ** ** until the date
indicated on the voucher, for flights departing until November 30, 2024.

Electronic Ticket number: *************Flight
Date: 22/03/2020
Record Locator: ******
Order: *******
Passengers:
****** **** ******* **** ******** **** ***** ******
Business Response
Date: 18/11/2022
Dear Ms. ****,
Thank you for contacting us, and we sincerely apologize for the inconvenience.
In regards to your complaint about the booking ID: *******, we examined the details you have mentioned above and we discovered that the open ticket policy is covered with contradicting information. As a result, we have emailed the rebooking team to check on the possibility of the rebooking.
We regret to inform you that the airline does not offer a refund for reservations made in 2019, however we have urged them to look into it. We'll give you an update as soon as we hear back from the concern team.
We appreciate your understanding and patience.
Kind regards,
Customer Relations Team
Flightnetwork US

Customer Answer
Date: 18/11/2022

Complaint: ********

I am rejecting this response because:
we do not yet have a resolution and I have been trying to rebook or get a refund for over 2 years

Sincerely,

****** ****
Business Response
Date: 30/11/2022
Dear Ms. ****,

Thank you for your response.

Upon checking you order, we note that you have already spoken with our support
team and asked for a cancellation refund, instead of a rebooking. The call was
logged in our system 24 November 2022. According to the note recorded by our
agent, we called the airline, since they provided you with faulty information
regarding the validity of your booking and they informed us we could claim a
refund of your tickets. Please note that as an intermediary, we cannot
guarantee any refund or amount from the airline, although we will claim the
funds according to their instruction and as per your request.

We kindly ask you to wait for further information from our support team, as
they are currently working on your case.

Thank you!

Kind regards,
Customer Relations Team
Flightnetwork US
Customer Answer
Date: 30/11/2022

Complaint: ********

I am rejecting this response because:

I am still awaiting my refund from Flightnetwork as the airline advised I cannot speak with them since I did not book directly through them.

Sincerely,

****** ****
Business Response
Date: 05/12/2022
Dear Ms. ****,

Thank you for your response.
According to the file notes, the concerned team is already working on your booking and following up with the airlines. We have not yet received a response from the airline, but rest assured that we will notify you as soon as we do.

We have also asked the concern team to send you an email so that you may always contact them directly.
Thank you for your understanding.

Kind regards,
Customer Relations Team
Flightnetwork US
Customer Answer
Date: 06/12/2022

Complaint: ********

I am rejecting this response because:

This still has not been resolved, I have waited patiently for over 2 years. I will not be satisfied until I am issued a full refund.

Sincerely,

****** ****
Business Response
Date: 12/12/2022
Dear Ms. ****,
As of now, we are receiving conflicting information, therefore our concern team is following up with the airlines to obtain clear information regarding your ticket. We kindly ask you to wait until we finalize the request with the airlines.

As soon as we obtain complete information from the airline, we will share an update with you.

We appreciate your patience.

Kind regards,
Customer Relations Team
Flightnetwork US
Customer Answer
Date: 12/12/2022

Complaint: ********

I am rejecting this response because: my problem has not been resolved. I have also reached out to the airline directly to request a refund. I am still owed $5k and expect to be refunded immediately.

Sincerely,

****** ****
Business Response
Date: 23/12/2022
Dear Ms. ****,
The airline has informed us that a refund can be applied through the global booking system but because of its age, the booking has been purged by the system, which means we do not have enough access to claim your refund there, so our refunds team are currently communicating with the airline on an alternative procedure.
We cannot control a booking's validity period in a global booking system nor the airline's refund procedure, but rest assured we are working towards a resolution. Therefore, we ask for your continued patience while we attempt to resolve the issue with the airline.
Once the airline has provided an alternative way of claiming your funds and provided us with your refund, we will update you accordingly.
Thank you for your understanding.
Kind regards,
Customer Relations Team
Flightnetwork US
Customer Answer
Date: 26/12/2022

Complaint: ********

I am rejecting this response because:

I have reached out to the airline directly and they advised that your company has not been in contact with them at all. The airline has agreed to refund me for the tickets but if there is a difference that your company collected I expect to be refunded by you as well

Sincerely,

****** ****
Business Response
Date: 11/01/2023
Dear Ms. ****,
Thank you for your response.
We tried to find an alternative method of processing the refund after getting in touch with the airline, but since your ticket had already expired, we were unable to do so. However, we are pleased to hear that the airline will reimburse your account directly.
We checked the booking information with the accounting team, and they confirmed that since we paid the airline USD 4699.24 for the original ticket and you had paid us USD 4698.14, there shouldn't be any difference in the refund.
Thank you for your understanding.
Kind regards,
Customer Relations Team
Flightnetwork US
Initial Complaint
Date:10/11/2022
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.
On Friday 29/04/22 we booked a return flight from Sydney, Australia to Geneva, Switzerland (Order No. ******) with Flight Network. Everything was fine until 09/08/22, when we received text notification from the airline (******) that the flights from Melbourne to Abu Dhabi, and Abu Dhabi to Geneva had been cancelled. We waited to see if Flight Network would inform us, but after waiting a month with no response, we called Flight Network on 07/09/22 to rebook our flights. As this was an airline cancellation, we were given alternative flights over the phone by Flight Network (with no extra charges) and were told to wait as Flight Network was "waiting for authorisation from ******" to rebook our flights. After 2 months of silence, on 04/11/22 I received an email from Flight Network detailing the flight cancellation that occurred on 09/08/22, which we thought to be resolved from the 07/09/22 phone call. Once again, we ring Flight Network only to be told several times that there are now no available flights from Sydney to Geneva. After getting Flight Network on the phone to ******, and rebooking our flights, we were told that the flights are unable to be booked because it has been over 2 months since the cancellation, despite attempting to resolve this issue in September (as they were waiting for authorisation from ****** that was not required). What I don't understand is why our flights keep getting sent to a "support team" that have no contact details, and why the booking agents at Flight Network did not rebook our flights in September, as we requested. We have now continuously been told to wait for contact from the support team (which we have been waiting for since September), and our flight is only 20 days away. Every time we call to check the status of our rebooking, we are told to wait and the narrative is changed by Flight Network staff who are now blatantly lying to us. There has been no real details as to why our flights are simply not rebooked with ******.
Business Response
Date: 18/11/2022
Dear Ms. ******,

Thank you for your message.

Firstly, we sincerely apologize for the delay regarding your request for
alternative flights following an airline flight cancellation in your itinerary.

Upon investigating your order, we note that we sent the inquiry for an
authorization to the airline in September, which we, as the intermediary,
needed in this case. Unfortunately, we did not receive a response from the
airline but after many reminders, our agents were finally able to get a hold of
the airline and receive the alternative flights and authorization to go ahead
and reissue your ticket accordingly.

We can see that you confirmed the suggested alternatives and that your tickets have
now been reissued accordingly, free of charge from the airline and no fee
deducted or charged from our end.

Again, we apologize for the delay and hope that your complaint and
concerns have now been resolved to your satisfaction.

Thank you for your patience and understanding!

Kind regards,
Customer Relations Team
Flightnetwork AU
Initial Complaint
Date:08/11/2022
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 return flight from Calgary, AB, Canada to Lagos, Nigeria, departing on 14-May-20 and returning 25-May-20 with total cost $2,759.66 CAD (for 2 passengers) - through FlightNetwork
- Due to Covid restrictions, the flight was cancelled I
- FlightNetwork issued us a future travel credit notice on May 13 2020, with stipulation that travel must be complete before 31st May 2022.
- Between 2020 and 2022, i tried to contact flightnetwork multiple times (via email and phone) to rebook a flight using the future travel credit, but was not able to reach them, neither did they respond to emails.
- Till date we've not heard back from Flightnetwork, and the due date of the travel credit has passed.
- Will like a full refund for the flight
Business Response
Date: 18/11/2022
Dear Mr. ********,
We appreciate you getting in touch with us, and we genuinely regret the inconvenience.
In response to your complaint regarding booking ID: *******, we have looked into the matter and discovered that the rebooking team had already contacted you on 08-Aug-2022 to know about your travel plans, but you requested that they inquire about the possibility of a refund. With your permission, they sent the booking to the refunds team to see if a refund could be requested; however, they have already informed you that a refund is not guaranteed.
As soon as the concerned team responds to our request for information about the current refund status, we will update you.
We appreciate your patience and cooperation.
Kind regards,
Customer Relations Team
Flightnetwork CA

Customer Answer
Date: 18/11/2022

Complaint: ********

I am rejecting this response because:

I was not contacted by Flightnetwork in august 2022. The last conversation I had with flight network was in the first quarter of 2022, and I asked for a refund. They mentioned I will be contacted but I never got a call back.
I am still pursuing a full refund for the flight ticket.

Sincerely,

******* ********
Business Response
Date: 01/12/2022
Dear Mr. ********,
Thank you for your response.
As per the notes on the booking, we can see the concern team had communicated with you on August 15, 2022. We have requested them to investigate the status of the refund request.
We are still awaiting confirmation from the refunds team; once we obtain a response, we will notify you.
Thank you for your understanding.
Kind regards,
Customer Relations Team
Flightnetwork CA

Customer Answer
Date: 01/12/2022

Complaint: ********

I am rejecting this response because:
flight network contacted me on Dec 1 2022 and adviced they have rejected the refund application. And issued an open ticket till December 2023.

I currently have no trips planned up to that date and have no plans to utilize the open credit. Please provide a full refund.

Sincerely,

******* ********
Business Response
Date: 09/12/2022
Dear Mr. ********,

Thank you for your response.
Please be informed that the agreement for the provision of the flight is in effect directly between you and the airlines, and we are not a co-vendor in the provision of the flight services but bound to the instructions and rules of the airlines. Unfortunately, ***** Airlines does not fully reimburse any of its reservations that were impacted by COVID-19; therefore, any refund will be made in accordance with the terms of the applicable tariff.
We've checked the airline's policy, and unfortunately, it is not possible to get a refund for your flight tickets or for any extras you might have added because your tickets are non-refundable.
As per the notes on the booking, we can see the concern team has already shared the above information with you, and they have also informed you that, your booking is only eligible for the rebooking because the future travel credit has been provided to you.
We request you to use the ticket before the open ticket expiry date; if you fail to use the ticket before the expiry date, the ticket cost will be forfeited, and we will not be responsible for any kind of refund.
If you need any kind of exception, you can directly reach out to the airlines and check with them.
Ticket number: ***************** ******* ********
Ticket number: 0063676520617-618 Efosa Aimiuwu
Thank you for your understanding.
Kind regards,
Customer Relations Team
Flightnetwork CA

Customer Answer
Date: 13/12/2022

Complaint: ********

I am rejecting this response because: In previous conversations with ***** airline, they confirmed the reason we cannot get a refund is because they did not receive payment of the flight from Flightnetwork.
Also, in previous conversations with Flightnetwork to use the travel credit, we found it very difficult to book a flight. We were informed we couldn’t use the travel credit at the time due to some code issues.
Please provide guidance on how to use the travel credit and what steps needs to be followed. Also, is the flight credit open to any destination or are there any stipulations we need to be aware of.

Sincerely,

******* ********
Business Response
Date: 22/12/2022
Dear Mr. ********,
Thank you for your response.

We have checked the ticket details and we can see we had paid the money to the airline, which is why they had issued the ticket. We have already shared the ticket number with you in our previous email.

We do apologize for the inconvenience you have experienced in the past but you can be rest assured that we will be happy to assist you with the rebooking in the future.

With regards to the open ticket/credit, please find the details below:

1. The ticket needs to be reissued or used before 31-Dec-2023, if you fail to use the ticket before 31-Dec-2023, your ticket will expire and the credit value will be forfeited.
2. You can select any destination where ***** airline fly or operate because the ticket belongs to ***** Airline.
3. Whenever you have a new travel date or plan, you can contact us to rebook, our contact details can be found on our website.

We believe we have addressed all of your concerns.
Kind regards,
Customer Relations Team
Flightnetwork CA
Initial Complaint
Date:07/11/2022
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 lost $1,238 due to the Flight network mistake and miss-management and are not paying
my refund
Flight information booked with Flight network from Toronto to Istanbul:
Departure:
Toronto 19:50 (Oct 24) to London ******* airport 7:55 (Oct 25) *** ******* *****
London ******* airport 10:45 (Oct 25) to Istanbul 16:50 (Oct 25) ******* airline ******
Return:
Istanbul 8:30 (Nov 2) to London ******* airport 9:35 ******* airline 1981 ******
London ******* 11:40 (Nov 2) to Toronto 15:40 *** ******* TS123
Problem started when I went to ******* airport on October 24 around 17:00 for my departure
flight by *** ******* at 19:50(*****). They told me that this Flight is canceled and you need to
travel with *** ******* at 22:50 which 3 hours after the scheduled time. This could cause
problem for me as my layover in ******* airport was also 3 hours and I could miss my second
flight but I had no choice and took that Flight.
When I arrived in *******, unfortunately the ******* air line (****** left at the same time.
So I spoke to ******* airline representatives in ******* airport and asked them if possible, I take
the next flight which was at 17:00 the same day to Istanbul. They told me you have to pay and
due to missed flight and return ticket is also canceled.
They dealt with me
inappropriate and I had to buy a ticket (one way) to Istanbul and then on my return, buy another
ticket to Toronto. This cost me around $1,900 extra expense. They advised Flight Network must have rectify this.
My brother immediately reported the problem to Flight network and they said they will refund
my payments (Reference#: ********** - Person in charge Sumeet - Oct 25, 2022)
Now is November 7, 2022 and contacted Flight network several times and they are unprofessional/ no help
Flight network is responsible for my loss. They did not rebook me or send me a cancellation so I could be better prepared. They made me buy my tickets 3 times for one flight. **** ** ******** *** ******* They must refund me
Business Response
Date: 11/11/2022
Dear Ms. ********,

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

Upon investigating your order, we can see it was booked containing three
separate bookings, as per below:

Booking: ******
Airline: *** *******, 24 October 2022 from Toronto to London

Booking: 2*****
Airline: ******* Airlines, 25 October 2022 from London to Istanbul and back on
02 November 2022.

Booking: ******
Airline: *** *******, 02 November 2022 from London to Toronto.

As your order was booked containing three separate and individual bookings,
each airlines and tickets policy must be followed separately.

We note your complaint is in regards to the schedule change on your first
outbound flight, which caused you to miss your connection with ******* Airlines
in London making you a no-show on the flight meaning the airline also cancelled
your return flight from Istanbul to London.

We are sorry to hear of your experience and understand it must have been a
stressful ordeal. However, upon closer inspection of your order and our
internal notes, we can see that we indeed informed you about the schedule
change, in due time before departure, both by email and SMS. We have attached
proof of these notifications which were sent to the email address and phone
number you provided during the booking process. We also noted in the email to you that you needed to return with a response within 5 days of receiving the email or 5 days prior to departure, in order to not risk being labeled as a no-show on your flights, but we did not receive a response from you until you called us during your outbound journey.

As such, we cannot accept any claim for compensation above what the airline
might allow as a refund, as we cannot find that we have erred in our service or breached our contract with you. As you were
labeled as a no-show on all flights except the one you actually boarded, we
cannot guarantee the amount that will be offered by the refund, or that they
will refund any amount, but we can check on your behalf if there is a
possibility to claim a refund of the unused taxes in your tickets.

If you would like our assistance with checking for a refund of the unused taxes
in your tickets, please revert and confirm accordingly.

Although we understand this may not be the response your were seeking, we hope
it clarified our position in the matter.

Thank you for your understanding.

Kind regards,
Customer Relations Team
Flight Network CA
Customer Answer
Date: 12/11/2022

Complaint: ********

I am rejecting this response because of below reasons:
1. I was promised a refund by Flight Network representative: Reference#: ********** - Person in charge Sumeet - Oct 25, 2022). Why would he honor a refund and then go against it (extremely confusing and unprofessional. A business cannot go back on their word. I have included the reference number and date of call)
2. Flight Network's Guarantee (I have attached their screenshot), which Flight Network's own employee was unable to explain and had no knowledge on. This explains my exact situation and outlines Flight Network is the one responsible for rebooking a client's flight
3. The reasoning does not make any sense and is not justified. I never got an email from Flight Network. If I got that, I would have been able to reschedule something or figure something out ahead of time instead of showing to the airport with my flight at 7 pm(6 hours prior to my flight). If Flight Network actually contacted me for a response and I did not get one, why would they reschedule my flight to the 10 pm one and none of my other tickets (makes NO sense whatsoever) this is unacceptable. I have attached the email they sent me even reminding me of my upcoming flight just days before my flight WITH the 7:50 pm time. This was sent to be October 21 (4 days prior to my trip). This is NOT right
4. This is not a way to handle business and it is not acceptable for a company to think what they are doing is right. I have paid over $3,000 for my flight. The fat that this cancelled my return flights was also an absolute nightmare. An experience I do not wish upon anyone. This goes beyond financial compensation and rather to save a company show customer service after the trauma I have been through. I was stranded with no help.
This is a case that Flight Network messed up on clearly with all the proof attached. There is no way around this and it is clear. They need to make it right.
Hello there,
Please note I am absolutely going to be rejecting this explanation. I would like to point out flight network NEVER sent me any cancellation notices and did not advise me of the flight change. If they did, why would they have rescheduled my original flight from Toronto to London but then not reschedule the rest since there was no time in between. There was another flight from London to Istanbul for 3 hours after my rescheduled flight from Toronto. The responsibility falls on my agency “flight network” to manage that accordingly so that I didn’t miss my flight. It makes absolutely no sense why flight network would think the way they do business is just **** ** ** ********. I was at the airport 6 hours prior to my flight in Toronto thinking my flight was at 7pm based on my purchase receipt I had attached originally. I was left to purchase 2 additional tickets. One from London to Istanbul and my return flight costing me an additional $2000 to my original flight network ticket. This leads me to spending over $3000 on a trip which should have never cost me that much.
This is beyond the financial concerns I have but rather the ********* business practices that flight network has in place. They have truly gone against their promise guarantee listed on their website * **** ********. It explains my exact situation and explains flight network must manage my booking as my agency and their promise guarantee. Not only will I never use their service again, but I will also make sure no one else I know does as it has caused me a lot of stress. I was stranded in London with nowhere to go and a very unfair

My brother immediately reported the problem to Flight network and they said they will refund my payments (Reference#: ********** - Person in charge Sumeet - Oct 25, 2022)Now is November 12, 2022 and we contacted Flight network several times and they said they are not honoring this. Flight network is responsible for my loss. My departure flight with *** ******* delayed for 3 hours leading to missing my connect flight and losing my return ticket too.
I had very tough time in my trip/vacation with long wait times and highly cost flight which cost me in total over $3,100.
I am hoping Flight network pays me the refund based on their promises and the Reference#: **********.
If not, I will go to small court and also advise everyone I know not to book any Flight with Flight network. It is simply unjust and unfair an I will make sure no one I know books with Flight Network again. When I look up reviews of this company, it is complaint after complaint. No positive reviews. **** ****** *** ** **** ** ** ******** **** ** ** *********. I strongly recommend BBB to review this company's profile and see how much trauma they have caused to so many people. It needs to end.

Sincerely,

***** ********
Business Response
Date: 23/11/2022
Dear Mrs. ***** ********,
Thank you for your reply regarding your order number ******.
As we have checked and also clarified in our previous reply, we informed you about the schedule change on the 15th of October 2022 , in due time before departure, both by mail and SMS message to your telephone number. In addition, it was also clearly indicated ,in the schedule change notification, that you needed to return with a response within 5 days of receiving the email or 5 days prior to departure, in order to not risk being labeled as a no-show on your flights, but we did not receive a response from you until you called us during your outbound journey.
Furthermore, your order was booked containing three separate and individual bookings operated by different airlines. A combination of two or more separate bookings (or/and tickets) is clearly marked as such during the booking procedure. The bookings 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 and ticket policy has to be applied.
This information is also stated in our terms and conditions which are provided to all customers in a clear way during the booking process and which they have to accept before finalizing their booking.
In this case, as also clarified in our previous reply ,you have been labeled as no-show on all flights except the one you actually boarded and the refund is not permitted according to the airline policy. For this reason, and since there was no mishandling or error from our end, based on our role and obligations as an intermediary, we cannot authorize this claim. From our end, we can only make a request for the refund of the unused taxes in your tickets which also depends on each airline's policy and authorization.
If you would like our assistance with checking for a refund of the unused taxes in your tickets, please revert and confirm accordingly.
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.
Thank you for your understanding
Kind Regards
Customer Relations Team
Flight Network CA
Initial Complaint
Date:07/11/2022
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.
Hello, back in February 2020 I booked two return flights on ****** airlines through FlightNetwork, These tickets were return flights to Paris from New York. The pandemic hit, the airline changes the flights and we were unable to travel. I was sent an email from FlightNetwork stating we had two flight vouchers on ****** to be used prior to Dec 31 2022. The gentleman from FlightNetwork that emailed me stated to email him when I wanted to rebook. On October 24th 2022 I sent an email to this employee at FlightNetwork ***** ******, requesting to book my flight. I gave him the flight information, flight numbers, destination, times etc that I wished to book. On October 27th 2022 I called the FlightNetwork customer service to try and speed up the process as I am concerned the flight prices will increase and or sell out. I was told I would get a call from a representative. On Oct 31st, ***** ****** sent me an email, not responding to my email I sent him, but a new email saying that he received the request I wished to rebook and to send him the information so he could assist. On that very same day, October 31st I sent him the flight information again replying to his email and request to do so a second time. On Wed Oct 2nd I called customer service again concerned that the ticket prices for the flight I am wanting to book will increase of sell out I wanted to speak to someone to get my ticket booked ASAP. Again I was told someone would contact me. I explained to the employee how many times I’ve tried to get this done and that it doesn’t seem like any one would ever help me and I will miss my opportunity to rebook. They continued to tell me they couldn’t help and that I would need to wait for someone to contact me.
I would Like to book for the beginning of December. My booking number is ****** and my order reference number is *******. Can you please assist with getting my voucher number so I can rebook.
Thank you ****
Business Response
Date: 18/11/2022
Dear Ms. ******,
We appreciate you contacting us.

On your complaint regarding the booking ID: *******, we can see that the rebooking team contacted you on October 22 and requested that you share the rebooking date. If you have already provided the rebooking date, we kindly ask that you wait for their response.
Additionally, we escalated your reservation and asked them to help you on a priority basis.
We appreciate your patience.
Kind regards,
Customer Relations Team
Flightnetwork CA
Initial Complaint
Date:07/11/2022
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.
Order no: ******
September 4, 2022 was the date of the transaction.
We paid Flight Network $3,800~

Flight Network called the airlines we booked with and told them that my mother in law didn't want to fly anymore. The airlines have a no cancellation, no refund policy. We made it clear we do not want to cancel if there is no refund. Worst thing is that they cancelled our flights behind our backs and did not even notify us of what happened. If we knew what had happened we would have worked to fix it before the flight... We would not have booked a hotel by the airport for 2 nights costing us hundreds of dollars and pay $300 for 2 covid tests as per Chinese law only to find out the flight tickets didn't exist the night before the trip... Flight Network is refusing us 2 things: the flight that we paid for (credit), OR a full refund. Can you believe that we paid this company and didn't get anything for it and now our money is gone. At least rebook us a flight or give us a credit... OR just give our money back. It was not our fault, whether it's flight network's fault or the airline's fault. They have to work it out, but they won't.

Desired outcome: Give us our money back or give us new flights or a flight network travel credit.
Business Response
Date: 10/11/2022
Dear Ms ****,

Thank you for your message.

We note you are asking for a refund to be issued for the ticket in the order,
or a travel credit, due to the inconvenience you faced as a result of your
flights being removed from your booking. We understand you are under the assumption that we
called the airline and informed them that you no longer wished to travel, and
therefore the flights were removed from your booking. This is however not the
case.

As an intermediary, we will not make any changes to your ticket or booking
without your expressed request and consent. Furthermore, while checking the
bookings flight history in the global booking system, we can see that the
confirmed flights were removed from the booking on 29 September 2022, by the
airline. We have attached a screenshot from the system showing this. To explain
the parts which have been underlined:

XS = segment removed from booking
HK = Confirmed flight
AC = *** ******

So, it shows that on 29 September 2022, the flights were removed by *** ******.
Please note that there is no reason for us to contact the airline and notify
them of this, or ask them to remove a segment from your booking. We are fully
capable of performing such a task ourselves, should this be requested by you.

The airline has inserted a comment in your booking noting that you called on 13
September to cancel the ticket due to the strict travel restrictions in China.
We have attached a screenshot of this as well. Please note that on no occasion
have we called the airline to cancel your ticket.

When checking the airlines ticket rules, it states that your ticket is nonrefundable
in case of cancellation and as the flights were confirmed to depart as planned when they were removed, the ticket rule apply.

We can assist you if you wish to seek a refund of the unused taxes in your
ticket, and send such an application to the airline, on your behalf. We note
this offer has previously been sent to you, and if you want our assistance with
this, we kindly ask you to confirm. If, however, you still think you should be
offered a full refund of your ticket, we recommend you contact the airline
directly, as they were responsible for removing your flights from the booking
and we, as an intermediary, cannot make or ask for any exceptions to the
airlines official policy. If the airline were to approve your request and provide you with an authorization or waiver code, we can assist you from our end with an application.

Thank you for your understanding.

Kind regards,
Customer Relations Team
Flightnetwork

Customer Answer
Date: 10/11/2022

Complaint: ********
Thank you for your kind response, however, I am rejecting this response because I would like to explain to you in detail the following:
1. The file named **** **** - Airline note ********* that you provided shows exactly what my experience was which was this: I first called Flightnetwork to ask for cancellation, this is true, Flightnetwork advised me they couldn't do anything, no refund, no cancellation, no changing, the Flightnetwork agent told me that only way that a refund was possible was if the airline would agree to cancel the ticket. Flightnetwork at this time, told me to call the airline to request cancellation. Following Flightnetwork's advice, I called the airline requesting cancellation and you can see in the image that you provided, on line 48, "RM advised her to call the TA (Travel Agent)", meaning exactly what I experienced, *** ****** told me they could not do anything, since this was a ticket that Travelnetwork had booked, *** ****** would not and could not touch it. When I was at the airport on November 4th night panicking, I asked multiple *** ****** workers that also said that airlines do not have the right to make any changes to flights booked by 3rd party travel agencies. This is a fact.
2. After I realized and confirmed from all parties involved that there is no refund, no cancellation, no change available, I accepted the fact that I will fly on this flight and started preparing to go. Then, I called Flightnetwork many times between this time and the flight date to make sure the flight was still there and not cancelled. Each time I called, Flightnetwork advised me that everything was fine, all the way up to the flight date. As you can see in the file ****** ****** * *** * ********' Flightnetwork even sent me an email reminding me of the flight and double checking that I have all my documents in order to go the next day. In your records of my calls to Flightnetwork you will find that I made it very clear that I do not want any cancellation without a full refund and since airlines do not have the right to change 3rd party agency bookings, no deletion/cancellation should have been done.
3. Flightnetwork, nor any airline, issued me any form of communication advising me that the flight tickets had been cancelled/deleted. As you can see ** *** ******** ****** ***** * *** * *** ****** **** *** ******** *** *****, these are not the actions of a customer that knows their flight tickets have been deleted/cancelled. I paid for my 2 COVID-19 tests as per Chinese law and booked a hotel close by both the airport and the covid-19 testing clinic so it would be convenient for me to fly on November 5th.
4. On November 4th, in my hotel around 8pm, I tried to readjust my seating on the flight and the website told me that passenger is not found. Around 8:30pm I called the Flightnetwork, the agent advised me that she would make an urgent request to make sure the flights are available for me to check-in in the morning. Still making me think everything would be ok only to show up the next morning still with no tickets available.
As a passenger, I do not know how money flows through agencies or airlines. * **** **** * **** **** *******, it is very surprising to find in Canada as a kind, hospitality country has a company that is so ********* and does not help their customers.
I understand the airline policies of no refund, that being said, I am seeking a full refund from Flightnetwork. I payed in full for services, I was misled, misadvised, confused, not offered any solution before the flight date, and lied to, and ultimately services were not rendered at all.
I not only lost the flight ticket expenses, but also many other expenses related to this incident, I've also been sick since this happened, I cannot sleep, I'm eating less, I am depressed everyday...
I truly believe that the BBB will help to solve this problem in an honest way. Thanks!
Sincerely,

**** ****
Customer Answer
Date: 28/11/2022

Complaint: ********

I recieved these 2 emails in the morning, please see attachments.
First, I will accept approximately 3000CAN to he refunded to my card as they promised.
Second, However, I will need Flightnetwork to contact *** ****** on behalf of me to get the rest of the money back. The reason why is that I called *** ****** on November 5th, an agent informed me that ** didn't receive any money from Flightnetwork, once the flight departure, ** will get the money from travel agency. Also I talked to 3 agents when I was at checked in station in the airport, they told me the same thing, which lead to Flightnetwork had all money at the first place. Please let Flightnetwork to contact *** ****** to solve the issue.

Sincerely,

**** ****
Business Response
Date: 02/12/2022
Dear Ms ****,

Thank you for your response.

To clarify you concern, *** ****** is not the ticket holder/issuer of your
itinerary, they merely operate part of the itinerary. As *** ****** Airways is
the ticket holder and service provider, they are the receiver of the payment
for your tickets, which is transferred from our end once you have confirmed
your purchase on our site. If you want to substantiate this information, you
can search for the first three digits in your ticket number (205) and you will
see that it belongs to *** ****** Airways. As such, there is no reason *** ****** would expect to receive the funds for your tickets from us.

Again, if you have any further complaints regarding the amount already refunded
to you, we recommend you contact the airline.

Thank you.

Kind regards,
Customer Relations Team
Flightnetwork

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