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:12/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 16/09/2022

  Dear Mr. ******* ********, 

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

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

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

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

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

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

  We hope the above information clarifies this claim. 

  Kind Regards

  Customer Relations 

  Flight Network CA 

  Customer Answer

  Date: 17/09/2022

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

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

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

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

  Business Response

  Date: 26/09/2022

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

• Initial Complaint

  Date:12/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 15/09/2022

  Dear Mrs. **** *****, 

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

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

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

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

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

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

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

  Thank you 

  Kind Regards

  Customer Relations Team, 

  Flight Network CA

   

   

   

  
  
  

  Customer Answer

  Date: 15/09/2022

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

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

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

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

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

• Initial Complaint

  Date:12/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 17/09/2022

  Dear Mr. ***** ******, 

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

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

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

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

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

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

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

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

  Kind Regards

  Customer Relations Team, 

  Flight Network US

  Customer Answer

  Date: 21/09/2022

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

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

  Bellow there is a relevant snip of the Terms 

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

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

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

  Business Response

  Date: 23/09/2022

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

• Initial Complaint

  Date:29/08/2022

  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 have been waiting for the refund you promised in 2 weeks. Had booked tickets for my wife and myself for Dec 24th, 2021 and paid almost $4258.27 (Booking No.: ******) but then kept receiving emails that the connecting flight has been changed and that the time for layover was insufficient. When we called to change the person on the phone mentioned that we could cancel and only the admin fee would be charged and the remainder of the refund might take about 4-6 weeks to process due to high volume, which we totally understand and were very patient as it involved a large amount. On the 5th of Jan, we received a refund of CAD 1258.88 stating that the refund was complete. We raised this issue with you guys we were told that you paid out what the airline had sent back, when we checked with the airline though they could not divulge all the details as it was done through an agency we were told that the airline policy in such matters is clear and that full refunds are given out to all their prospective flyers and no money is held by them. So, after multiple emails, excruciatingly long wait to answer a phone call, and repeatedly being told that someone would call back we are still waiting for the remainder of the refund and we are almost at 8 months to sort this out. Please don't make shady excuses about the airline holding the monies and anything new you can conjure up. I want my money back

  Business Response

  Date: 08/09/2022

  Dear Mr *****,
  
  
  
  Thank you for your message.
  
  
  
  We acknowledge your complaint in regards to the refunded amount.
  
  
  
  We checked the order and we note that the airline has canceled your flight in reservation. According to the airline's rules the full refund of your tickets should be possible, however we have processed the request on the airline's booking system - according to their instructions - but unfortunately ***** Airways has refunded back only 628.81 CAD per passenger, hence 1257.62 CAD in total. We also note that our administrative fee of 45 CAD has been deducted from the payout which we processed on your favor on the 5th January 2022, that is why you have received 1258.58 CAD on your account.
  
  
  
  Please note that today we have processed the refund of our fee as a gesture of goodwill, kindly find attached the refund receipt.
  
  
  
  We have also escalated the matter to the competent department to verify with the airline if the remaining amount of your tickets' value can be refunded.
  
  
  
  We kindly ask you to wait for our updates, we will contact you as soon as we receive the airline's instructions.
  
  
  
  Best regards
  
  Customer Relations Team
  
  Flightnetwork CA
  *** **************** ************************

  Customer Answer

  Date: 14/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This is supposed to be your responsibility to get the entire refund from the airline ( which they have stated that they are given to flights that had been cancelled because of their change of arrangements and the flightnetworks needs to reach out to them in order to get this sorted. I have checked with the airline about similar instances with other passengers during that period and they have happily refunded the entire amount in good faith. They also stated that there was no reason for them to not release the funds for us provided Flightnetworks reaches out to them which I'm not sure why hasn't been done from your end. Please consider this to be me reaching out to you time and again to get this sorted and there been no end to this ordeal. I have already sent a written complaint to ***** airways and to your head office as I'm obliged to do before I sent this case ahead to Canadian Transportation Agency. I still believe you will be able to sort this before we drag it out with CTA. Please let me know about your response and you guys can keep your $45 admin fee, I need my balance of $3200 back.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 23/09/2022

  Dear Mr *****,
  
  Thank you for your reply.
  
  Please note that we are working on resolving your issue and checking with the airline if a refund of the remaining amount is possible and offered. If so, we will certainly claim the missing amount and proceed with an additional refund as soon as the funds are received in our account. However, until then we are unable to process any refund as we have already refunded you the amount so far received. Rest assured that your case has not been forgotten and you will be updated once we know if an additional refund is possible.
  
  We therefore ask for your continued patience while we inquire about the remaining amount with the airline. 
  
  Kind regards,
  Customer Relations Team
  Flightnetwork 

  Customer Answer

  Date: 25/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:the complaint stands unresolved until the entire refund is processed.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 06/10/2022

  Dear Mr *****,
  
  We have unfortunately not received your funds in return from the airline yet, but once again, we assure you your order is being monitored, awaiting the funds in our account. Once received, we will mediate the transaction and process the funds to you. 
  
  Thank you for your patience.

  Kind regards,
  Customer Relations Team
  Flightnetwork 

  Customer Answer

  Date: 16/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:the outstanding amount still needs to be refunded and I cannot accept to close this until that happens. I appreciate your teams is making the effort but that was supposed to be have been done long back and it is only when the result of this effort will be the full outstanding refund will I be able to close this complaint. Thank you.  
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 03/11/2022

  Dear Mr *****. 

  Thank you for your message. 

  We are still in contact with the airline and we are trying to find a solution to receive the remaining amount back. 

  As earlier informed, you will be updated when we have new information to provide from the airline. 

  We thank you for your patience and we wish you a nice day ahead! 

   

  Kind regards 

  Customer Relations Team 

  ******** CA

  Customer Answer

  Date: 13/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the balance is outstanding.Though I do appreciate the effort you are putting in. Hoping for the earliest resolution.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 21/11/2022

  Dear Mr. ******* *****, 

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

  The airline has replied that they cannot authorize an additional refund for your booking. Kindly find below a copy of their reply as your point of reference:

  ''Regrettably, we are unable to accommodate your request. Once a ticket is
  processed for a refund, there is no retroactive refund to be done. The refund
  remains as is.
  
  ****** ****
  Manager - Operations Support''

  Kindly note that we act only as an intermediary between the customer and the airline and we do not have any control over the airline's procedure, authorizations and refunds. Once the customer finalizes a booking on our website the payment goes directly to the airline which is the provider of the travel services, mediated through our website and responsible for the actual performance of these services. 

  For this reason, as also stated in our terms and conditions, we can make a refund only when we receive the funds by the relevant airline which is the travel provider and final recipient of the customer's payment .

  In this case, based on the airline's rejection we suggest that you should also try to get in contact with the airline and clarify this claim since we cannot unfortunately intervene in any other way. 

  We hope the above information clarifies and proves useful in solving this claim. 

  Kind Regards

  Customer Relations Team

  Flight Network CA

   

   

   

   

• Initial Complaint

  Date:23/08/2022

  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.

  In November of 2019, my family booked some *** ****** flights through Flight Network. During the pandemic, the flight was rescheduled and even**ally in December of 2020, we told Flight Network to cancel the flights. Flight Network told us via email that we could not get a refund for the flights but that they would provide open tickets for us to utilize within 24 months from that cancellation date. We then confirmed via email to convert these flights to open tickets for us. This was $1,364.28 worth of tickets.
  
  In November 2021, we contacted Flight Network with the intention to utilize these open tickets, and after several correspondence over roughly three months, they stated they were unable to help us. Flight Network suggested *** ****** may be able to help. After reaching out to *** ****** in February 2022, *** ******'s response was that due to Flight Network's failure to notify *** ****** about the cancellation/conversion to open tickets back in December of 2020, *** ****** is unable to help remedy the issue.
  
  After contacting Flight Network again in March 2022, they notified us they are unable to provide any remedy to us at all.

  Business Response

  Date: 05/09/2022

  Hello **** ***,
  
  
  
  Thank you for contacting us.
  
  
  
  We do apologize for the inconvenience you have encountered.
  
  
  
  As per the notes on file, we do see that you have been informed to contact the Airlines because we do not have the access of your ticket anymore, request you to contact the Airlines for any kind of exception .
  
  
  
  Thank you for your understanding.
  
  
  
  Regards,
  
  
  
  FlightNetwork

  Customer Answer

  Date: 06/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  We do not accept this response because, as already noted in the Case Description, the airline notified us it is Flight Network's fault that Flight Network did not inform the airline when the cancellation occurred and now the airline is unable to offer a refund or credit. Had Flight Network informed the airline at the time of cancellation when Flight Network was supposed to, we would not have an issue now. This is now Flight Network's responsibility to resolve.

  Business Response

  Date: 13/09/2022

  Hello **** ***,
  
  Thank you for your information.
  
  With regards to your complaint, we have checked our records and discovered that our schedule team had sent you an email on 11-December-2020 to apply for a open ticket because *** ****** was not offering a refund at that time. However, we do not have any records of your confirmation about the open ticket, so we did not change the booking sta**s. Later, you called on another date to rebook the flights but we can see the ticket was exchanged by the airline so we could not assist you with the rebooking and we had asked you to contact the airline. 
  
  Please be aware that as a travel agency, we are required to abide by the rules established by the airline. Once the ticket is exchanged by the airline, they take the control of the ticket and we can not assist further with the rebooking. However, you may apply for an *** ****** travel voucher on their website, below is the link:
  
  https://*************************************************
  
  We can not guarantee the outcome of the request because the approval depends upon the airline. If airline approves the voucher request, it will be directly sent to your registered email address. Once you receive the voucher, it can only  be used directly on the airline's website.
  
  Thank you for your understanding.
  
  Kind regards,
  Customer Relations Team
  Flightnetwork 

  Customer Answer

  Date: 14/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because you said, "With regards to your complaint, we have checked our records and discovered that our schedule team had sent you an email on 11-December-2020 to apply for a open ticket because *** ****** was not offering a refund at that time. However, we do not have any records of your confirmation about the open ticket, so we did not change the booking sta**s."

  We DID send you confirmation about the open tickets via email. In the email, we said, "Yes, open ticket for 24 mos is ok. Please change to open ticket for both passengers..." I am attaching the email to this response. This email has even been previously forwarded to you before as proof that we did indeed confirm we wanted these changed to open tickets. 

  
  
  
  Sincerely,
  
  
  
  ****** **

  Business Response

  Date: 29/09/2022

  Dear Ms.***,

  Thank you for your response. 

  We have checked the attachment and found that you had asked for the schedule change to convert the ticket to an open ticket, but later the ticket was reissued by the airlines and we lost control of the ticket. However, you can apply for an *** ****** travel voucher on their website. Below is the link:

  https://*************************************************

  We can not guarantee the outcome of the request because the approval depends upon the airline. If the airline approves the voucher request, it will be directly sent to your registered email address. Once you receive the voucher, it can only be used directly on the airline's website. If the airline rejects your request for a voucher, please send us a copy of that email so we can investigate further. 

  Thank you for your understanding.

  Kind regards,
  Customer Relations Team
  Flightnetwork CA
  

  
  

  Customer Answer

  Date: 13/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I followed the instructions per Flight Network's last response and applied for *** ****** travel vouchers via the *** ****** website link provided by Flight Network. After submitting the requests, *** ******'s message was it could take *** ****** up to ten weeks to respond to the requests. Since we need to wait for potentially another eight weeks for *** ****** to respond, I need to reject this response from Flight Network for now. 

  
  
  
  Sincerely,
  ****** **

  Business Response

  Date: 28/10/2022

  Dear Mr. *** 
  
  Thank you for your message.  
  
  We understand you contacted the airline to request a voucher.
  You must wait for the airline's response because they will contact you directly.
  
  If you still need our assistance, you can contact our customer service department or confirm in BBB and we will be happy to assist. 
  
  Kind regards,
  Customer Relations Team
  Flightnetwork 

  Business Response

  Date: 19/01/2023

  Dear Mr. **,

  Thank you for your response.
  

  As you had mentioned that, you had applied for a voucher on the airline’s website, we request you to wait until the airline finalize your voucher request.
  

  Once you receive a response from the airline, you can always contact our customer service if you need any further assistance. Our numbers are listed on our website.
  

  Thank you for your patience and understanding.
  

  Kind regards,
  Customer Relations Team
  Flightnetwork CA
  

  
  

• Initial Complaint

  Date:15/08/2022

  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.

  Hi there,
  
  I made a flight purchase for my father on 2020-09-02 Order ******* for a total of CA $1,220.55. The flight was cancelled due to COVID. The flight was purchased on my credit card ‪XXXXXX***********.
  
  I have not received a refund from Flight network.
  
  I reached out to Air ****** directly over the past 2 years. Eventually, I received a partial refund through CHEQUE on March 11, 2022. For $353.49
  
  They had also discussed a refund was issued on January 7th, 2022 for $722.30 to the original payment credit. card ending in ***** ARN: XXXXXXXXXXXXXXXXXXXXXXX
  
  (Which I had NEVER received because my card ends ****** I contacted my bank and they saw no refund totalling $722.30 and could not associate the ARN to any transaction
  
  Today on August 13th, 2022 I called Air ******* and they confirmed the refund went to the card ending in ***** on JANUARY 7th, 2022 Which was probed to be and is highly likely to be Flight Networks Card. And Flight Network is HOLDING the REFUND.
  
  MY refund status on the flight network says still awaiting for Air ****** to process the application.
  
  Flight Network is holding my money since January 7th, 2022. TODAY is August 13th, 2022. I am demanding it back.

  Business Response

  Date: 22/08/2022

  Business Response /* (1000, 5, 2022/08/21) */
  Dear Mr ******,
  
  Thank you for your message.
  
  We have investigated your order and we can confirm that we have received the funds of the initial flight ticket back from the airline. As we have not received a refund of the seating fee this product is non-refundable.
  
  We are very sorry for the delay in the payout and therefore, we have waived our handling fee as a goodwill gesture.
  
  Best regards,
  Customer Relations Team
  Flightnetwork CA
  
  
  Consumer Response /* (2000, 7, 2022/08/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)