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: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.

  Refund delay of over 10 months...
  
  My wife and I booked our honeymoon flights through flightnetwork in March 2022. We specifically chose to pay for the most expensive and supposedly highest level of travel protection through flightnetwork given there were still concerns of COVID at the time. In fact, we understood even if the airline company we booked through were to go out of business we would be refunded directly by flightnetwork.
  
  Prior to our May travel date, we were informed one of our flights times had changed meaning we couldn't make our connecting flight. We called in, cancelled the flight and rebooked another with a time that worked for our travel schedule. It was not COVID related it was simply a scheduling issue. I was told I would be refunded shortly and that was it.
  
  Over the last 10+ months, I have called, been put on hold, passed around, emailed, retold my story countless times. I have been told my matter was escalated but have seen no progress or promise of ever being refunded. I continue to be told that they are waiting for the airline to send them the refund. I would like flightnetwork to refund me, and they can continue to wait for the refund - that is principally why I chose to pay extra for travel protection in the case of cancellation.
  
  I would like flightnetwork to step up and fulfill their contractual obligation as outlined in the agreement and provide me with my refund. I am an avid traveler and would caution others from using this company for their trips. It's really awful to think that my money is being held up by the airline/flightnetwork who could easily just process the refund. I can't imagine they are 10 months behind....that's completely unreasonable. I'd ask where are the regulators on this issue as well.
  
  Please refund me asap. My next step is filing a claim in small claims court and going to news outlets in the Toronto area.

  Business Response

  Date: 18/11/2022

  Dear Mr. *****, 
  
  Thank you for your message.  
  
  Your reservation contains four individual one way bookings that are separated from each other because they're booked with three different airlines and have different ticket numbers. 
  
  The outbound ticket was to depart from Toronto to London ******* on the booking reference ******, and from London ******* to Mykonos Town on the booking reference *******. The return ticket was to depart from Mykonos Town to Athens on the booking reference ****** and from Athens to Toronto on the booking reference ******. 
  
  We discovered that there was a major schedule change on the return journey with the booking reference ******. 
  Our schedule change team sent you an email on 08th April' 2022 about this schedule change offering a refund for the entire inbound journey and/or just for the flight from Athens to Toronto. 
  
  You responded to us on 11th April' 2022 requesting a refund only for the booking reference ******. 
  Our agent then removed the flights from your booking, and we sent an email to the airline requesting authorization for a full refund for the flight from Athens to Toronto because we cannot do so without an authorization code from the airline, but despite numerous reminders, we received no answer from them until 19th August' 2022. 
  
  The airline responded to our email by denying authorization for a full refund, stating that you had been marked as a no-show and that the tickets had also been suspended. 
  
  We responded to the airline once more, informing them that it was not a no-show because the flights were removed from the booking prior to departure. 
  
  We have yet to receive any further response from the airline. We have sent another reminder email to them today and are awaiting a response from them. 
  
  We request you to wait until we hear back from them so that we can assist you further.  
  
  We appreciate your patience and apologize for the inconvenience. 

  Although we understand this is not the reply you were seeking, we hope it has clarified your concerns and our position in this manner.
  
  Kind regards,
  Customer Relations Team
  Flightnetwork 

  Customer Answer

  Date: 18/11/2022

  
  
  Complaint: ********
  
  
  Unfortunately, this response is unacceptable. I have been calling & emailing prior to and after August 18 and it was never disclosed to me that the airline failed to respond to the cancellation FlightNetwork had submitted. In addition, FlightNetwork was privy to my itinerary and notified me of the time change to my flight, recommending I change it. If I hadn't changed it, I would have never caught my connecting flight out of London.

  I did not contract services with the airline, it was through FlightNetwork including the premium insurance policy I purchased for this specific reason. If FlightNetwork failed to communicate in a timely manner with the airline, that is their mistake and has nothing to do with me. I am owed my refund from FlightNetwork not the airline.

  Please read the next steps very carefully:

  1. I expect my refund to my credit card on file in 5 business days. No later than November 25, 2022 and confirmation of that refund prior to that date.

  2. If you fail to provide that refund, I will be taking legal action.

  3. If you fail to provide that refund, I will be contacting news outlets and using social media platforms to share this story and warn consumers of the terrible *** ******** experience with FlightNetwork.

  Please do not under estimate the steps I have outlined above, these are my right and I intend to exercise them.

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

  Business Response

  Date: 01/12/2022

  Dear Mr. ****** *****, 

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

  Kindly note that we have managed to clarify this refund issue with the airline and we have received the full refund for the booking (number ******) which included the cancelled flight Athens-Toronto. From our end,we have now processed the payment to your account and the funds will appear in your account within the following 3-5 working days, always depending on your bank's turnaround times.

  We hope the above information clarifies this claim. 

  Kind Regards

  Customer Relations Team

  Flight Network CA 

   

• Initial Complaint

  Date:04/11/2022

  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 July 5 2022, *****.com sent me to Flightnetwork.com. I tri** to book a round trip airfare from Reykjavik to Vienna Austria. The website froze on me so I was unable to complete the transaction. I us** another airline. Later, Flightnetwork start** sending emails after it was too late for me. Their phone was busy so I can’t act** PNC to cancel the charge. Flightnetwork refus** to cancel.

  Business Response

  Date: 08/11/2022

  Dear Mr ****,
  
  Thank you for your message.
  
  As you have not provid** any booking/order information, we will assume your
  complaint is in regards to order ******, which corresponds with the information
  you have provid**.
  
  We are sorry to hear that you experienc** a disturbance on our website. Upon
  checking our logs, we can see that you confirm** the payment of the order at
  22:57 CEST (Central European Time) on 05 July 2022, and that three minutes
  later, 23:00, a confirmation that your order was being handl** was sent to the
  email address you provid** during the booking process. One minute later, 23:01
  CEST, a confirmation of a successful order, with all the applicable details was
  sent to you.
  
  The first communication we receiv** from you in our system after the booking
  was made, was on 28 July 2022 when we receiv** a notification that you had
  contact** your bank and issu** a dispute. This was 20 days after the departure
  of your first flight, and as such, if not taken, you will have been label** a
  no-show on the flight and a refund will probably not be offer** by the airline.
  If you want to apply for a refund, we recommend you contact the
  airline directly.
  
  We note that you have also submitt** this complaint through another consumer
  m**iation entity, and that we have provid** you with this information,
  including attachments showing the confirmations that were sent to you. We
  therefore assume that our position in the matter has already been made clear.
  
  We will therefore not cover any costs, as we find no error on our end that
  would justify such a compensation, or refund your ticket, as such has not been
  issu** by the airline to our account and there is therefore no transaction for
  us to m**iate to you.
  
  Thank you for your understanding.
  
  Kind regards,
  Customer Relations Team
  Flight Network CA

  Customer Answer

  Date: 08/11/2022

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

  The Server with Flight Network froze while I tri** to complete the transaction. Usually, companies know of the have problems of this type. I didn’t receive a confirmation email from Flightnetwork for another several hours. 

  
  
  
  Sincerely,
  
  
  
  ** ****

   

• Initial Complaint

  Date:31/10/2022

  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.

  We cancelled a return flight because of covid in 2019. We had multiple exchange with them by email and by phone where they say they will give our money back shortly.
  Now its been 3 years and i feel like its Nevers gonna happening.
  They even charged us an amont of money to make the demand with *** ******. They sent us the money through *********** Last march but i was not able to enter the right card number to receive the paiement.
  Since then i contacted them by phone twice and they again told me they were going to send it again but it never happened.
  I dont know what to do anymore.
  My booking number is ******* and was under my name ***** ******* ****** and ****** *****.
  Can you help us?
  Thank you

  Business Response

  Date: 03/11/2022

  Dear ** ******* ******. 

  Thank you for your message regarding your booking with order number *******.

  We can see that we have tried to process your refund since May 2022 and you have received several emails from us regarding this. 

  Your payout has been processed via our partner *********** (powered by ******) and this means that we need your bank details to be able to finalize the payout. Your bank details is required since your booking unfortunately is to old for us to process the payout to the original form of payment. 

  We have now escalated your case to the concerned department and they will take needed actions and send you the email again with instructions how you should provide us with your bank details. 

  As soon as we have received your bank details will the payout be finalized by *********** to your provided bank account. 

   

  Kind regards 

  Customer Relations Team 

  Flight Network US

  Customer Answer

  Date: 23/11/2022

  
  
  Complaint: ********
  
  
  
  My complaint no ******** has not been resolved. Flight network said they would send the email for the refund and they did not...once again!

  Business Response

  Date: 01/12/2022

  Dear ** ******* ******. 
  

  Thank you for your response. 

  We do apologize for the inconvenience you have encountered.
  

  We have escalated the booking to the relevant team to inquire about the refund status, and we have also asked them to execute the refund if it has not yet been done.

  We will notify you as soon as they provide an update. Thank you for your understanding.

  Kind regards 
  Customer Relations Team 
  Flight Network US

  Customer Answer

  Date: 01/12/2022

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

  It hasard been the samedi answer for 3 years now.

  I demand to be refunded now...not in an imaginary future.
  
  
  
  Sincerely,
  
  
  
  ***** ******* ******

  Business Response

  Date: 09/12/2022

  Dear *** ******* ******,

  We do do apologise for the inconvenience you have encountered.
  
  Please wait until the refund is completed, as we have already escalated your booking to the appropriate team to check on the status of the refund and to initiate the refund if it hasn't already been done.

  We will notify you as soon as they provide an update. Thank you for your understanding.

  Kind regards 
  Customer Relations Team 
  Flight Network US

  Customer Answer

  Date: 16/12/2022

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

  It is still the same response since 3 years!!
  
  My account number is

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

  Now is the last time im reaching out to you.

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

  It has been a terrible experience dealing with you ** ** *** **** *** *** ******** ** **** ********* ***** ***** ** ********** ** * ****** ********
  
  Sincerely,
  
  
  
  ***** ******* ******

  Business Response

  Date: 22/12/2022

  Dear *** ******* ******,

  Thank you for your response.

  We can understand your disappointment and we do apologize for that.

  According to our internal notes, we can see that on December 21st, our refunds team emailed you a link to complete the refund through ***********.

  We request you to complete the steps which are mentioned in the email so we can finalize your refund request.

  We appreciate your understanding.

  Kind regards 

  Customer Relations Team 
  Flight Network US

  Customer Answer

  Date: 03/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I did not receive your email.

  My email is *******************@*******.com 
  
  Sincerely,
  
  
  
  ***** ******* ******

  Business Response

  Date: 12/01/2023

  Dear *** ******* ******,
  
  Thank you for letting us know that you did not receive the link through *********** last time.
  
  We have checked the booking details, and we noticed that, there was an activation link sent to your registered email address (*******************@******l.com) on 21-December-22. As you mentioned that you did not receive an email with the activation link, we asked the refunds team to resend the email to your registered email address.
  
  An activation email will be sent to your registered email address within 24 to 48 hours. Please follow the instructions mentioned in that email.
  
  Thank you for your understanding.

  Kind regards 

  Customer Relations Team 
  Flight Network US

  Customer Answer

  Date: 16/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I still havent received any email from you.

  My emails are

  *******************@*******.com

  or *******t@*******.com 

  my phone number is *** *******
  
  Sincerely,
  
  
  
  ***** ******* ******

  Business Response

  Date: 03/02/2023

  Dear *** ******* ******,

  Thank you for letting us know that you did not receive the link yet.
  

  We have forwarded the above email address to the refunds team, who will send you an activation link so we can complete the refund through ***********. And we have also asked them to check if we can complete the refund through a manual bank transfer directly instead of going through *********** so we can finalise therefund faster.

  Once we receive the revert from the accounts team, we will share an update with you.

  Thank you for your understanding.

  Kind regards 
  Customer Relations Team 
  Flight Network US

  Customer Answer

  Date: 21/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The paiement has still not be done.
  
  Sincerely,
  
  
  
  ***** ******* ******

  Business Response

  Date: 27/02/2023

  Dear *** ******* ******,

  Thank you for letting us know about the refund status.

  When we looked at the booking information, we determined that the finance department was unable to process the payment because the ***** code was invalid. As a result, they have reached out with you via a different email and asked you to provide the accurate ***** code or *** so they can complete the bank return as soon as possible.

  Please reply to their email so that the reimbursement can be effectively processed.
  

  Thank you for your understanding.
  

  Kind regards 
  Customer Relations Team 
  Flight Network US

  Customer Answer

  Date: 27/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I gave them all the numbers they need and the money is still not in my account
  
  Sincerely,
  
  
  
  ***** ******* ******

  Business Response

  Date: 14/03/2023

  Dear *** ******* ******,

  Thank you for letting us know that you have not received a refund yet.
  

  We apologize for the inconvenience you have encountered with regard to your booking.
  

  We checked the booking details, and we can confirm that the refund is in process and should be completed within a week.
  In order for the funds to appear in your account, please allow up to 5 to 10 business days.
  

  Thank you for your understanding.
  

  Kind regards 
  Customer Relations Team
  Flight Network US

  Customer Answer

  Date: 14/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This is exactly the same response as 2 weeks ago and the same as 2 years ago.

  The money still hasnt been transfered.

  Now is there something you CAN ** ** ****** * ** **** *** ***** ******?

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

  Business Response

  Date: 22/03/2023

  Dear *** ******* ******,
  
  Thank you for your response.
  
  As per the booking details, we can see the refund of USD 843,35 has been completed on March 15, 2023, through a manual bank transfer.
  
  Thank you for your understanding.
  
  Kind regards 
  Customer Relations Team
  Flight Network US

• Initial Complaint

  Date:25/10/2022

  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.

  Purchased 2 flight tickets from Flight Network early July 2022 for Sept 2nd 2022.
  
  Flights clearly noted a cancellation policy for a fee of $135.
  
  I decided to cancel 7 days later July 15th 2022.
  
  I emailed flight network to pay the cancellation fee. They would accept the cancellation fee but it would do nothing in terms of refunds.
  
  I dispute with my bank at **** ** ******* in July.
  
  Flight Network responds in October that my flights were flown and thats why I cannot get a refund.
  
  I attempted cancel following the policy I accepted with the airline for $135 before flight was flown but was told by flight network support in email ******** **************************** that it would not do anything.
  
  I would like a refund of $1006.99 which is the purchase price $1,141.99 minus the $135 cancellation fee like was noted on my ticket * *** ******** *****************************
  
  My recommendation to FlightNetwork is not to offer a cancellation fee option that does nothing on their tickets - it makes no sense and is confusing. I fly with ******, ********* and many airlines that have a cancelation for a fee option that is standard in the industry.
  
  If their cancellation fee does nothing they should remove it from their website as an option. As a consumer I have how would I know the cancellation fee does nothing based on what was written prior to purchasing the ticket?

  Business Response

  Date: 02/11/2022

  Dear Mr ********. 

  Thank you for reaching out to us regarding your booking with order number ******.

  We are sorry that you have not received your refund. According to our file records, your bank informed us that a chargeback has been raised. Therefore, they will be carrying out an investigation from their end, and the expected outcome is no earlier then 28th November 2022. During this period, the bank blocks all movement of funds and we are unable to process any refund. 
  
  We have to wait until the airline authorize the refund and send the funds back to us as well as the chargeback investigation to be over before we can process any refund back to your account. Please note that a refund never can be guaranteed from us as an intermediary, since the airline have your money for the tickets. 

  We recommend you to get back to us after 28th November and the relevant information will be provided to you. 

   

  Kind regards 

  Customer Relations Team 

  Flight Network US

  Customer Answer

  Date: 02/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: My bank ******** has already stated that they cannot pursue this further based on the information that was provided from flightnetwork. 
  
  I called my bank and they said they cannot pursue it further. 
  
  The reasons for unable to pursue this further due to the response from flightnetwork are not valid. 
  
  First being the flight was already flown (I made the refund request in July with the flights departing early September)
  Second being i accepted the terms and conditions - I accepted terms that included a $135 cancellation fee which I find does nothing for this flight (*** ***** *********** ********** ********). 
  
  What would be ideal is a refund from flight network for the price of the ticket minus $135 cancelation fee as noted on my ticket. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 14/11/2022

  Dear Mr ********. 

  Thank you for your reply.
  

  The responsible team has informed us that indeed the
  chargeback was ended in our favour.
  We have investigated your booking and according to our
  internal errand, our customer agent informed you on the phone that the tickets
  are non-refundable.
  

  The airline has marked all flight tickets with the
  status flown/used. If this is incorrect, we advise you to contact the airline directly.
  

  Kind regards 
  Customer Relations Team 
  Flight Network US

  Customer Answer

  Date: 14/11/2022

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

  I submitted the charge back in July - you are saying the airline has marked the tickets with status flown/used. Of coarse since it took until October for you to respond to my charge back. I tried to cancel the tickets following the $135 cancellation policy in July for flights that were departing in September. 

  Your support team informed me that for tickets that have $135 cancellation policy as shown in this screen shot for the cancelation policy I signed up. 
  
  I do not need to contact the airline since that is not the problem here. I bought the ticket in July and tried to pay the cancellation fee of $135 in July (Flights are for September). 
  
  A cash refund minus $135 is what will resolve this since I have followed all the terms I thought I signed up for (*** *******************************g ********)
  
  If this is not possible then let me know what else is possible outside of contacting the airlines since that does not make sense to me. 

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

  Business Response

  Date: 22/11/2022

  Dear Mr. ***** ********, 

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

  Regarding the chargeback, kindly note that is an external procedure and the time frame of its outcome depends on the procedure and communication between your bank and our relevant department, on which we do not have any control. In addition, until we have the outcome of a chargeback procedure we are not able to handle a claim since if a customer wins this payment dispute  he/she receives the money from the bank directly through this process.

  Regarding your refund request, as you were also informed by our agents by phone on the 31st of July 2022 and by mail on the 10th of August 2022 the tickets were non refundable according to the airline rules. Kindly note that within our role as an intermediary we do not have any control over the airline's policies and rules, we are always obliged to follow them and we cannot challenge them in any way. 

  Furthermore, based on your reply and confirmation on the 10th of August 2022 we did not proceed with the cancellation of the reservation and your ticket for the outbound flight now appears used. 

  In this case, as already indicated we cannot make any refund claim as this is not permitted by the airline rules and you can only get in contact directly with the airline to clarify if the refund can be exceptionally authorized or not. 

  We hope the above information clarifies this claim. 

  Kind Regards 

  Customer Relations

  Flight Network US 

  Customer Answer

  Date: 23/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  "Furthermore, based on your reply and confirmation on the 10th of August 2022 we did not proceed with the cancellation of the reservation and your ticket for the outbound flight now appears used."
  
  Why would i proceed with the cancelation on July 10th when I was informed it will do nothing by the agent in the email? Did you want me to throw another $135 dollars? What would this have done for me? 
  
  The fact is i purchased the ticket that has a $135 cancelation policy that I found one when I tried to use it it does nothing. This is the problem that I am filing this complaint about - plain and simple.  
  
  Chargeback did not work. 
  
  I need a refund minus the cancellation fee - you cannot say a ticket is none refundable while also offering a $135 cancelation policy on the ticket. This is confusing as the consumer. 
  
  Let's not go through another circular logic round here. I will keep rejecting the response. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 01/12/2022

  Dear Mr. ********,
  
  Thank you for your response.
  
  Firstly, we would like to point out that the order you purchased contains two
  separate bookings, one for your outbound flight and another one for your return
  flight, as below:
  
  Booking: ******
  Airline: *******
  Date/Destination: 02 September 2022, San Francisco to Calgary
  
  Booking: ******
  Airline: *******
  Date/Destination: 05 September 2022, Calgary to San Francisco
  
  As such, each individual bookings ticket rule and cancellation policy has to be
  followed separately. The images you have provided seem to indicate an airline
  cancellation fee of 135 USD only for the return flight with booking reference ******.
  If such is the case, only half of your order would be refundable against the
  airlines cancellation penalty of 135 USD per ticket. Any cancellation against
  the fare rule of the ticket would also mean that our administrative fee of 45
  USD per ticket would be deducted from any refundable amount.
  
  We are currently investigating your case with
  our technical department in order to ascertain whether there has been faulty
  information provided on our website, or not. In the meantime, the airline has
  labeled your tickets as “used”, indicating you have utilized them and taken
  your flights. We understand this may not be the case, and have reached out to
  confirm if the status of your tickets is incorrect, or in reference to the
  airline labeling you as “no-shows” on the flights.
  
  Once we have received a response from the airline and our technical department,
  we will revert back to you with a decision in the matter.
  
  We thank you for your patience.
  
  Kind regards,
  Customer Relations Team
  Flightnetwork

  Customer Answer

  Date: 08/12/2022

  
  
  Complaint: ********
  
  Ok so we have 2 different tickets and there is a 135 penalty is only for the return flight but it is not clear when I was buying the ticket that there was different policies for different legs -when I was buying the tickets. 
  
  If we want to remove 135USD per ticket and 45USD administrative fee which is $315 total and refund the remaining total I will accept that. It lowers the refund ($1,141.99 - $315) = $826.99.
  
  If we can align on a partial refund we can close this case. 
  
  *****
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 19/12/2022

  Dear
  Mr. ********,
  
  Thank you for your response.
  
  ******** *** **** *** *********** from our website showing
  that we do inform during the booking process that the order is containing two
  separate one way tickets with their own specific Terms and Conditions.
  
  As your tickets were labeled as “used” by the airline, we have reached out to
  inquire about the status of your tickets, and if you were labeled as no-show or as boarded/used. We are still awaiting a response from the airline.
  
  Concerning the possible refundable amount, as previously informed, this would
  only apply to your return flights with booking reference ******. As a gesture
  of goodwill from our end, we are willing to forgo our usual service fee, and
  make an exception to our Terms and Conditions. The refundable amount would
  therefore be as follows:
  
  Total order value: 1141.99 USD (/2 = 571 USD)
  Airline cancellation penalty: 135 USD
  Refundable amount: 571 USD – 135 USD x2 = 301 USD
  
  As previously stated, we are currently awaiting a response from the airline regarding
  the used status of your tickets, and we will revert with our decision once ******* provides us
  with the applicable information.
  
  Thank you for your patience!
  
  Kind regards,
  Customer Relations Team
  Flightnetwork
  
  

  Customer Answer

  Date: 19/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Ok I accept a partial refund of $301 USD and we can close this case - I did not want to accept this as resolved incase we closed the case before the refund. 
  
  Let me know what details you need from me to process the refund. 
  
  Once the refund has been sent I will accept and close this complaint and move on. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 22/12/2022

  Dear Mr. ********,
  
  Thank you for your response. 
  
  We acknowledge the fact that you have agreed to our proposed settlement. As we have also received the information needed from the airline, we have now processed the amount of 301 USD to you. The funds were processed to the original form of payment used on our site and you should see the funds on your account within 5 business days, depending on your individual banks turnaround time. ******** you will see a screenshot of the successful refund recorded in our system. 
  
  We sincerely hope and assume this will successfully resolve your complaint, and we want to thank you for your cooperation and patience in this, and we apologize again for any inconvenience this may have caused you. 
  
  Kind regards,
  Customer Relations Team
  Flightnetwork

  Customer Answer

  Date: 27/12/2022

  
  
  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:24/10/2022

  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 booked and paid for a flight from Tokyo direct to Toronto on November 3rd, with Air ****** flight ***. I booked this back in March. However flight network has told me that this flight is cancelled so I have asked to be put on flight **** which is a direct flight from a different airport in Tokyo to Toronto on the same day and time (within ~30 min of the original departure time). I called 4 times last week alone, was hung up on twice, transferred multiple times and have yet to receive a resolution, despite calling several days apart. After calling on the 17th I was told it would be resolved in 24-48 hours, but then heard nothing. I called hours before I left ****** on the 19th and was told that a resolution was forthcoming and if not I could reach out via email through their website. However I have not heard anything (it is now the 23rd) and there is no email contact on their website. I am now out of the country and unable to follow up via phone. I am worried that I am going to be stuck in a foreign country where I do not speak the language or put onto flights with a bunch of connections despite booking a direct flight over 6 months in advance.
  As well on their site my original flight data is still showing. I have spent hours on the phone and cannot deal with the airline directly due to booking through a third party. My overall confirmation number is ****** with the flight specific confirmation being ******.
  I need to be put onto flight **** November 3rd back to Toronto in order to not miss scheduled work the following day.

  Business Response

  Date: 02/11/2022

  Dear Ms ********. 

  Thank you for reaching out to us regarding your booking with order number ******. 

  We would like to inform you that your flight from Tokyo to Toronto has been rebooked to the following flight. 

  Thu, 3 Nov - Air ****** 10 - 12h 0m
  Departing: Tokyo ****** ******* ***** at 18:35
  Arriving: Toronto ****** ** ******* ******* ***** at 17:35
  ------------------------------------------------------------------------------------------

  The flight is now confirmed in the booking system and you should use the same booking number as you did on the outbound when you check in. 

  You can also use your booking number (******) and surname to log into Air ******´s website to see the flight (https://www.***********************************************)

  We hope this was the solution you were looking for and we apologize for the delay. 

   

  Kind regards 

  Customer Relations Team 

  Flight Network US

  Customer Answer

  Date: 02/11/2022

  
  
  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:24/10/2022

  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 booked a flight for 2 on flight network march 23, 2022. Booking refference ****** order number ****** Toronto-Manila round trip. Unfortunately, I received an email on september 20 that my flight was cancelled. They send me an alternative flight I agree with it and told me to wait for 3-5 days. Every week I kept calling but just keep telling me to wait for 3-5 days because it wasnt confirmed by the airline. I called *** ****** since they are the one who cancelled my flight and ask them why they dont confirm the alternative flight , they help me to find another alternative which that have exactly the economy details of my previous flights which will be on december 14, 2022 ***** and *****. They told me to tell my travel agency about this alternative and they will confirm right away. I called back on flight network but they said they cannot do it because they already send and waiting for confirmation. But its been a month now and im still waiting, agent told me not to worry but how can I not be worried when its almost close to the supposed date of the said flight but dont have iterinary on hand. I am so stressed and worried , please fix my flight.

  Business Response

  Date: 01/11/2022

  Dear Ms ***, 
  
  Thank you for reaching out to us regarding your booking with order number ******. 
  
  Upon investigation your booking, we can see that our internal support has contacted *** ****** to received an authorization to rebook the flights. 
  
  We are not a co-vendor in the provision of the flight services, but bound to the instructions and rules of the airlines. To that end, our role and obligations are limited for flight services not provided by us. 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.
  
  According to the instructions we have from the airline, is an authorization needed for us be able to reissue the tickets. 
  
  The airline has not replied to our request at this point, but as soon as we have received the authorization from the airline, will our internal support reach out to you with information. 
  
  We thank you for your patience and we are sorry about the delay. 
  
  Kind regards 
  Customer Relations Team 
  Flight Network CA

  Customer Answer

  Date: 03/11/2022

  
  
  Complaint: ********
  I called *** ****** personally and ask their side about the cancellation and why they haven't  confirm the alternative sent by the 3rd party. And clearly they said that there's no problem on their side as long as the 3rd party will send the alternative flights. As ive said on my first letter, that *** ****** even give me the date and ****** number in replacement to that one way flight cancelled. And they told me give it to the 3rd party to book again and they will confirm right away. But flight network didnt accept it . They said they already they have a different way to do it. Its a stressfull , Im really hoping for a positive response.
  
  
  
  Sincerely,
  
  
  
  **** ***

  Business Response

  Date: 16/11/2022

  Dear Ms. ***, 
  
  Thank you for your message. 
  
  We see that you called us on 04th November' 2022 requesting a cancellation. We have cancelled this booking and forwarded the details to our responsible team to request a refund from the airline. 
  
  After you paid our administrative fee, we requested a refund from the airline on 09th November' 2022. 
  
  Since we paid the airline with your payment information, the airline will process the refund directly to you (Original form of payment). 
  We suggest you contact the airline for further updates. 
  
  We therefore hope your concerns have already been answered and your complaint resolved, but if you have any additional queries, do not hesitate to revert. 
  
  Kind regards,
  Customer Relations Team
  Flightnetwork 

• Initial Complaint

  Date:21/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a booking with flightnetwork for January 11 2021 but due to covid the flight was cancelled. When I reached out to flightnetwork for a refund I was told that I cannot be issued a refund nor a voucher but the ticket will be converted to an open ticket valid for 2years. I further reached out to ******* but was told they cannot assist, it was an issued for the travel agency to resolve. I was not happy with the fact that the ticket was valid only on a return trip from ******* airport to Toronto. After trying numerous times (without success) in the past trying to contact flight network regarding my ticket I finally got in contact with the customer service department. I called on Monday October 17, 2022 to book a return flight ( ******* to Toronto) my refund status was verified when i asked to book the flight I told by the agent the portal is "down" and my booking cannot be processed. I called again October 18 and after lengthy holds- the issue was the same, the portal is down and my booking cannot be retrieved. I called on Wednesday October 19, it was the same problem except this time i was told by the agent that he would escalate the issue and i would get a response by two business days. I received a curt email indicating that there was no flights available for November 28, 2022 the date I was inquiring. I called twice today Thursday October 20, 2022 with new return dates either November 27,29 or 30, the first agent had me on hold for a total of 20minutes and finally returned with the now familiar response cannot access the portal, the second call was shorter but the response was the same, no portal access and he will escalate it with the highest priority. I am beyond frustrated and have conclude that flightnetwork has no intention in letting me have the benefit of this open ticket especially given that the ticket expires by January 8, 2023. Your assistance is greatly appreciated.
  Booking No. London - Toronto ******
  Order number ******
  Order date Sep 29, 2020

  Business Response

  Date: 01/11/2022

  Dear Ms *******, 
  
  thank you for contacting us. 
  
  We have investigated your booking (******) and we have also searched for available flights in the booking system from November 26th - November 30th 2022, as you have requested when you contacted our customer service. Unfortunately, no flights are available in the booking system for us to pick and rebook to. We have also checked the airlines website (https://*****************************) and they do not have any available flights from London (***) to Toronto (***) in November either. 
  
  Please see the attachments that shows the facts in the booking system and also on the airlines website. 
  
  We exclusively act within our capacity as an intermediary and the agreement for the provision of the flight is in effect directly between you and the airline. We are not a co-vendor in the provision of the flight services, but bound to the instructions and rules of the airlines. To that end, our role and obligations are limited for flight services not provided by us. 
  
  We recommend you to check the availability on the airlines website and when you can find a flight that will suit your needs, please contact our customer service and they will check if we can see the same availability in the booking system. It is the airlines responsibility to upload their trips in the global booking system for us to be able to assist you with a rebooking. If no flights can be found, we as an intermediary can not be held responsible for this. 

  We really understand your frustration and we are sorry for the inconvenience this may have caused you. 

  
  Best regards 
  Customer Relations Team 
  Flight Network CA

• Initial Complaint

  Date:19/10/2022

  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.

  Dear BBB,
  On 27/07/2022 I have booked flight for me and my family to go from Melbourne (Australia) to Dhaka (Bangladesh) with **** airways, with reasonable transit time.
  On 02/09/2022 we have received email from **** Airways saying that our flight from Melbourne have changed and the transit time is 28 hours.
  On 07/09/2022 we have received email from **** Airways saying that our flight from Dhaka have changed and the transit time is 15 hours.
  I have tried to contact the airlines with no luck, all I got was contact the travel agent.
  Around mid-September 2022 I have contacted the travel agent regarding the transit time and I was advised that there are flights available which will be shorter transit time and this will require approval from the airlines. This approval process can take around a week.
  I have contacted after a week and been advised that approval haven't been received and I need to wait.
  On 15/10/2022 I have received email from flight network saying that our flights been cancelled.
  Since then I have spoken with flight network multiple times and all they are saying is your flight is cancelled and the only option is a refund. I have requested to speak with the manager and I have been told that manager is not available and will give call back within a day. It's been 4 days and still waiting on call back.
  How can our flights gets cancelled without our consent?
  Our plan was to go to Bangladesh to see our elderly parents. As you know how hard it is to get leave approved from the office. Since then ticket price have doubled.
  We want our flight back. Please help us to get our flight back so that we can go visit our parents.
  Thanks
  ********
  Order Number: ******

  Business Response

  Date: 31/10/2022

  Dear Mr. *******, 
  
  Thank you for your message.  
  
  We investigated your booking and discovered that there was a major schedule change on the outbound journey, the connecting flight from Bangkok to Dhaka was cancelled by the airline. 
  
  You called us on 20th September' 2022 requesting rebooking and our agent offered you an alternate flight option and sent your booking to our schedule change team as they are well-versed in dealing with this query. 
  
  On 27th September' 2022, our schedule change agent sent an email to the airline to request a rebooking authorization; however, we never received it. 
  
  I would like to inform you that we are not responsible for schedule changes, as we are simply acting as an intermediary and have no control over the airline's flight schedule.
  
  We can see that you have been in contact with our customer service on 26th October' 2022 and that you have requested a full refund for your booking.  
  
  We have processed the refund of AUD 6638.6 to your account on 28th October' 2022 and 3-5 business days will be required to clear the funds in the respective account. Please find the attachment in this email for the proof of refund. 
  
  We therefore hope your concerns have already been answered and your complaint resolved, but if you have any additional queries, do not hesitate to revert. 
  
  Kind regards,
  Customer Relations Team
  Flightnetwork 

• Initial Complaint

  Date:14/10/2022

  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 booked 5 ******** ******* ***) tickets with Flight Network (FN) in Nov 2019 for a trip in July 2020. Our flights were cancelled due to the Covid pandemic. I got an email from FN on 4/22/21 stating that we must rebook our new flights and complete travel by 31 March 2022. Because there were still covid testing requirements for travel, I contacted FN on 3/8/22 to ask about a revised date for rebooking travel or if I was eligible for a refund. I got an email from FN on 4/1/22 stating "Your tickets in booking ****** have been converted into open tickets and the credit validity is extended. You will need to rebook and complete your travel by 31 DEC, 2022." I called FN in July 2022 to rebook our travel for Sept/Oct 2022. I was told to call ** to rebook our flights. I then called ** and was told that they don't have record of the tickets being extended through Dec 2022 and that FN should call ** travel agent support to resolve the issue. I called FN weekly and each time was told that they had no record of my booking, but then they would find my booking details and say that the care team would contact me. On 8/24/22, I received this email from FN. "Regarding your rebooking request for flight reservation: ******. We will not be able to complete this change request from our end due to carrier has taken over the ownership of this reservations. We have no technical possibility to complete your change request as your travel agency. Any change requests for your flight reservation needs to be completed directly with the airline ******** ********." So, I called ** and was told again that FN needs to reach out to ** to inform them of the Dec 2022 extension. I continued to call FL weekly. On 9/21/22 I got an email from Aiden at FN "Please advise if you need our help with your tickets or have you managed to get it resolved with the airlines..." I replied that he should call ** to resolve. 9/27/22 He said he will check with ** and get back to me. 10/12/22 He said no refund, no ext,

  Business Response

  Date: 27/10/2022

  Dear Mrs. ******* ******, 

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

  Since you were not informed correctly about the validity of your open ticket/credit voucher and you were not able to use it properly for making a rebooking we have authorized the full refund of this order. The refund process has been initiated and you will receive the funds probably within the following 5-7 working days. 

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

  Kind Regards

  Customer Relations Team, 

  Flight Network US

  Customer Answer

  Date: 04/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am satisfied that a refund has been initiated and will accept this response once I receive the funds.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 18/11/2022

  Dear Ms. ******, 
  
  Thank you for your message. 
  
  Regarding your refund, your booking is already in our finance department's queue.
  
  We have re-escalated your booking to our finance team, requesting that they prioritize it and process the refund as soon as possible. 
  
  The payout will be processed within 1-2 business days, and 3-5 business days will be required for the funds to clear into the respective account. 
  
  We appreciate your patience and apologize for the delay. 
  
  Kind regards,
  Customer Relations Team
  Flightnetwork 

  Customer Answer

  Date: 28/11/2022

  
  
  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 as I have now received the funds.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:06/10/2022

  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 consider the Flight Network (selling tickets for **********) a total ****. I did purchase a roundtrip business from NYC to Amsterdam. I immediately noticed that I had clicked on the wrong week for the return ticket and called the agency to correct the date. That was about three weeks ago, and I have been on the phone with both FlightNetwork and ********** multiple times, and I have heard that I have to call the other.
  
  The FlightNetwork team members (who are extremely ****) say they have already paid the **********, and they have to decide whether to refund or give credit. The ********** team (at least very professional) says that is out of their hands, and I have to contact FlightNetwork!!!
  
  I ended up purchasing the return ticket for short of $2K, and no one cared if I paid twice for the same ticket even though both were already get paid TWICE. *********** ** ** ***** ****** ** **** ******!!!

  Business Response

  Date: 14/10/2022

  Dear Mr. ******** ********, 

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

  First of all, we would like to clarify that our agency acts only as an intermediary between the customer and the airline. To that end, our role and obligations are limited to mediating  travel services, including the mediation of the payment for these services) which will be rendered by third parties , such as airlines.

  We are not the provider or co-provider of these travel services and for this reason, within our capacity as an intermediary we do not have any control over the airline's policies and rules ,we are always obliged to follow them and we cannot challenge them in any way. 

  Regarding your booking , we have verified through our communication log that you got in contact with us on the 23th of September 2022 in order to check the possibility of changing your return flights for the 30th of September 2022. Our colleagues verified and informed you that there was availability only for the 29th of September 2022 but the line got disconnected and then our colleagues tried to call you back but they could not reach you. 

  On the 26th of September 2022 you got in contact with our agency in order to request the change of your flight for the 01st of October 2022. Our colleagues checked the airline reservation system and they informed you that there was no availability for this date. For this reason, you indicated that you wanted to make a refund request for the part of the return flights . Kindly note that since these flights were not cancelled by the airline and they were going to be operated, as scheduled, the full refund was not permitted according to the airline rules. 

  In addition, kindly note that we have received a notification from your Bank on 12th October 2022 informing us that you have initiated a payment dispute, i.e. a Chargeback investigation. Until the payment dispute is finalized by the Bank, to which an estimated date of 10th January 2023 has been given, unfortunately we will not be able to handle the claim or process any refund request . The reason for this is that your bank may decide in your favor regarding the payment dispute, in which case you will receive the money from the Bank directly through this process.

  We hope the above information clarifies this claim. 

  Thank you in advance, 

  Kind Regards

  Customer Relations Team

  FlightNetwork US

  Customer Answer

  Date: 16/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it continues the same pattern of blaming the airline while I paid the agency directly and airline blaming travel agent as if they have not sold my seat twice! Simply put, they charged me about $2000 extra knowing that the service was not delivered and could not have been delivered. This is very unethical and it is what you expect from street hostlers and not legitimate businesses. 
  
  My next option, if this was not resolved via communications, would be taking legal action. 
  
  
  
  Sincerely,
  
  
  
  ******** ********

  Business Response

  Date: 28/10/2022

  Dear Mr. ********, 
  
  Thank you for your message.  
  
  We would like to inform you that we are simply acting as an intermediary and have no influence over the airline's terms and conditions, we are always require to follow them in order to cancel the ticket.  
  
  Furthermore, according to our system, you contacted your bank and issued a dispute of the charges, received by our system on 12th October' 2022. 
  As long as the chargeback is pending, you need to contact your bank for any queries related to the funds. 
  
  Unfortunately, we cannot assist you until we get the chargeback resolution and the expected outcome is no earlier than 10th January' 2023. 
  
  Please note, during the ongoing dispute we are unable and prohibited from transferring any funds in the order as they are blocked by the applicable bank. 
  
  You can contact us again once the dispute has been settled and we will be happy to assist you. 
  
  Although we understand this is not the reply you were seeking, we hope it has clarified your concerns and our position in the manner.
  
  Kind regards,
  Customer Relations Team
  Flightnetwork