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:02/04/2025

  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.

  We booked a flight through flight network and called within 24 hours to discuss potentially cancelling the ticket.
  
  We were very clear with the agent that we weren’t sure whether or not we wanted to actually cancel, because we didn’t know how much we would get refunded. We asked the agent to let us know how much we would get refunded, and he could not tell us what the amount would be. We kept reinforcing that we CANNOT make a decision until we know how much we’re gonna get refunded, but the agent went ahead and decided to make the decision for us and cancel our flight.
  
  We ended the call with the agent, letting us know that he would figure out how much her refund would be, not knowing that he had already cancelled our flight for us!!!
  
  He called us back within an hour and said that the refund was $22 (which he still couldn’t confirm for sure), and when we heard this, we complained and stated that we didn’t want to cancel a flight for that small of a refund and asked if he can confirm with certainty.
  
  While this was happening, ** ****** *** called the airline directly, and to our surprise, they told us that the flight was already canceled!!!! I asked the flight network agent, whether this was true and he said yes, and that he did this based on our decision to cancel. IT WAS NOT OUR DECISION!! we were appalled to learn that the flight was canceled, from the agent without our permission, while we were still looking to get clarification onwhat the refund would be so that we could weigh our options!!
  
  This happened February 2025 and we have been calling the flight network back-and-forth for months now, to understand whether we can have a supervisor review the call and see that the employee cancelled our flight without our consent!! we keep getting told by the Frontline agents that the case has been sent to a supervisor and we’re waiting in the queue, and we’re going to hear back within a couple days or a week, and that never happens. Pls help us get our $ back.

  Business Response

  Date: 04/04/2025

  Dear Ms. *******,
  
  Thank you for your message regarding order ************.
  
  We have investigated the case and could hear that you had contacted the airline and wished to cancel. The airline, in this case *** Airways informed you that the booking is non refundable but taxes could be refunded. The refundable amount would be around 49 EUR per person, but to cancel the booking you have to contact us, your travel agency. You called to us and wanted to confirm the refundable taxes which we can not do. We can apply for tax refund on your behalf but then some taxes might not be refundable according to the airlines policy. As stated in our terms and condition we do charge a handling fee for such requests.
  
  We have also checked the airline's rules regarding cancellation within 24 hours, and unfortunately they do not have such policy. Therefore it is not possible to apply for a full refund due to cancelling the booking within 24 hours. 
  
  Since it was unclarity during your contact with us we are willing to refund our handling fee. We have processed the refund of 118 CAD to the original form of payment and you can find the proof of refund attached.
  
  If you have any further questions, we remain at your disposal.
  
  Kind regards,
  Customer Relations Team
  Flight Network

  Customer Answer

  Date: 06/04/2025

   
  
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:11/03/2025

  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.

  Hello BBB
  I'm reaching out to you as a last resort in my issue with Flight network
  On 10 Nov 2024 I have booked a flight through FlightNetwork for 451 Dollars, few days after that i received an email stating that my booking have been cancelled, I then had to book a different flight through another company, when i reached out to FlightNetwork I was told that I won't be receiving a refund until 3 months have passed, I suspect they did that because the 3 months period where i can file a dispute through my credit card have will have passed, I also tried to reach out multiple times since then and every time they tell me my refund is in progress with no sign unless i reach out.
  Please assist me in getting my money back.
  Regards,
  **********

  Business Response

  Date: 14/03/2025

  Dear Mr. ********, 
  
  Thank you for contacting us regarding the order ************.
  
  We would like to start by apologize for your experience. 
  
  You purchased this booking on 11th November 2024 from Montreal to Paris via Lisbon, with the operating airline *** Portugal. Your trip was cancelled on 28th November 2024 and we have requested the refund back from the airline. 
  
  We would like to confirm that we have processed a full refund of 451 CAD back to your original form of payment and the funds will clear into your account within 3-5 business days (proof of refund attached). 
  
  For any further assistance, we remain at your disposal. 
  
  Kind regards
  Customer Relations team 
  Flight Network CA

  Customer Answer

  Date: 18/03/2025

  
  
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  
  
  
  

• Initial Complaint

  Date:06/03/2025

  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 recently booked a flight from Vancouver to Winnipeg for April 9 through FlightNetwork. While attempting to purchase tickets for both myself and my partner, I inadvertently booked my own ticket twice.
  Upon realizing the mistake, I contacted FlightNetwork to request a resolution, either through a refund or a name change on the duplicate ticket. However, I was informed that a name change was not possible and that I would only be eligible for a partial refund of $29 out of the $88 paid.
  Additionally, when I requested to speak with a supervisor regarding this matter, I was assured that I would receive a callback. Unfortunately, I have yet to receive any follow-up. Given the circumstances, I would appreciate your assistance in resolving this issue fairly.
  I kindly request a reconsideration of my refund or any possible alternative solution. Please let me know how we can proceed to resolve this matter at your earliest convenience.
  Looking forward to your prompt response.

  Business Response

  Date: 10/03/2025

  Dear Ms. ********* **** ****,
  
  Thank you for reaching out regarding your claim with number: ********, concerning reference numbers: ************ and ************. 

  According to the order details and our findings we can see that you created a duplicate reservation. 

  As an intermediary, we are obligated to follow the airline’s policy and our own terms and conditions. In the case of cancellations or changes, our handling fee, in addition to any applicable fees from the airline, would be charged.
  
  Should you wish to proceed with this option, we encourage you to contact our customer service team directly, and they will assist you in processing the request.
  
  Please note that, as an intermediary, we cannot be held responsible for the duplicate reservation created by you. Furthermore, we do not have control over the airline’s policies, which we must follow in these situations.
  
  We appreciate your understanding and remain available to assist you further.

  Best regards 

  Customer Relation Team

  Flightnetwork 

   

• Initial Complaint

  Date:11/02/2025

  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.

  Flight Network won’t engage with me to rebook my ticket. My *** flight was cancelled and it was arbitrarily rebooked for three days later. As I engaged with Flight Network to understand why it was three days later, they told me that there were no available seats prior. When I asked about non-direct flights and codeshares, flight network said that was in violation of *** policy. I spoke to *** after that communication and was told that those are not *** policies. *** further told me that there were seats available on the next days after the original flight. When I returned to Flight Network they told me that I should just rebook with ***. As *** didn’t book the ticket this isn’t possible and flight network knows that. Now they won’t return emails with my demand for the rebooking. ***** *** *** ****** ******* **** ** ****** ******* **** *** ******* ********* ******* I only found out after paying that I wasn’t booking with *** directly. The FlightNetwork website is ********* as they position their webpage to suggest that they are *** - **** ** **** *** **** *** ************ ******* ************** *** ******** *** ** *** ** ************ ** ******** *** ****** ** ******* *** * ********* ***** **** **** **** ** ******** *** ********

  Business Response

  Date: 19/02/2025

  Dear Mrs. ***** *********,
  

  This is in reference to your booking number ******, for which you lodged a complaint with this authority.

  After investigating the booking, we note that the airline made a schedule change on the inbound, offering an alternative flight three days later.
  We sent you on 07 February 2025 a notification by which you were offered three alternatives: to accept the changes, to rebook to a convenient date, subject to the airline's terms and conditions, or to be refunded, subject to the airline's terms and conditions.
  

  According to our booking records, you found the alternative offered by the airline unsuitable and requested your inbound flight to be rebooked to another date.
  

  You informed us that you can see available seats on the airline's website on 26 February. The respective seats were, however, not available to us, as the airline put at our disposal a certain stock of tickets which sometimes might not match the total stock of the airline.
  As we could not find seats for 26 February, as you requested, we offered an alternative on 25 February.
  

  According to the airline's instructions to us, involuntary (schedule change) rebooking is allowed subject to a number of requirements (please see screenshot attached): the rebooked flights must be in a 6-day window from the initial flight (plus three, minus three), the rerouting is possible within a radius of 350 km from the initial airport, rebooking is possible in the same booking class, and only with pure flights (not codeshare).
  

  On 9 February 2025, the ticket status was updated into "exchanged". That means that the ticket was exchanged by the airline further to your actions (we assume you contacted the airline and made the changes directly with them). When a ticket is exchanged by the airline, we no longer can perform any actions on it.
  

  Regarding the statement that Flight Network impersonates into the airline, we would like to draw your attention on the fact that you accessed the portal, and not the airline's website and the name of the portal is clearly signaled on each page during the booking process.  Also, the flight confirmation bears the name of the portal placed prominently on the header.

  We trust the above help clarify our position.

  Respectfully,

  Customer Relations Team

  Flight Network

   

   

  
  

• Initial Complaint

  Date:24/01/2025

  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 purchased airline tickets through Flight Network for flights with ***. It was a mistaken purchase, and I thought I was purchasing the tickets through ***. I contacted Flight Network to cancel the tickets, and they informed me that they were non refundable. After several attempts, I called the airline directly, and was informed it would be no problem to cancel the flights and get issued a refund, but that they needed Flight Network to contact them directly. I informed Flight Network several times thereafter that *** approved the request to cancel, but that Flight Network just has to call *** directly. Flight Network stated that they could not call ***, and refused to issue my refund. As it stands, I have no recourse but to file a fraud charge with my credit card company. ****** ******* *** ******* ** ********* ********* ** **** ** ***** ************ They have been reluctant to offer help and misleading.

  Business Response

  Date: 29/01/2025

  Dear Mr. ******, 
  
  Thank you for your message regarding order ************. 
  
  We have checked your reservation with *** with their reference ******, and can confirm that their fare rules for these tickets, does not permit any refund except for the taxes. Kindly find the attached copy of *** fare rules.
  
  We also note that we have requested a copy of the information you have received from ***, where they have advised you that a full refund of this booking would be possible so we could investigate this. We have unfortunately not received this from you. 
  
  According to our system, you have initiated a chargeback on January 27th, 2025, by contacting your bank and issuing a dispute. Until the payment dispute is finalized by the bank, to which an estimated date of April 27th, 2025, has been given, we will not be able to process any refund or otherwise handle the claim. The reason for this is that you may win the payment dispute, in which case you will receive the money from the Bank directly through this process.

  Kind regards, 
  Customer Relations team
  Flight Network

  Customer Answer

  Date: 30/01/2025

  I am rejecting this response because Flight Network continues to refuse to contact the airline to confirm full refund authorization. Because I did not do business directly with the airline, the airline cannot issue me anything in writing, but confirmed over the phone that they simply require Flight Network call them. Flight Network continues to refuse to do this simple task, and instead penalizes me for not having written confirmation of a full refund authorization. They also continue to cite their fare rules, but in phone calls with Flight Network, I was assured that if the airline agreed to cancel and fully refund my flight, then Flight Network would have no problem with a refund. However, their circular reasoning that they do not have written confirmation from the airline and therefore cannot issue a refund, but will not contact the airline directly to get the authorization in the only way the airline can give it, assures that Flight Network will not refund my money. ** ***** ***** ******** ********* *** ********* *** **********
  
  
  

  Business Response

  Date: 10/02/2025

  Dear Mr. ******, 
  
  Thank you for your message regarding the order ************. 
  
  We are very sorry to hear about your experience. 
  
  The airline is the owner of the tickets, which means that they always have the possibilities to assist you directly, without our involvement. If the airline allow a full refund for this reservation, there should be no difficulties for them to provide this to you in written. If we have no authorization from the airline in written, we always need to follow the rules on your tickets. 
  
  When we check your flights in the global booking system, they are confirmed and scheduled to depart as per the below schedule: 
  ------------------------------------------------------------------------------------------
  Sat, 22 Mar - *** *** - 16h 30m
  Departing: *** **** **** * ******* ******** ***** ** **** **
  Arriving: ********** ******* ******* ***** ** **** **
  
  Sun, 23 Mar - *** *** - 3h 10m
  Departing: ********** ******* ******* ***** ** **** **
  Arriving: ****** **** ******* ***** ** ***** **
  ------------------------------------------------------------------------------------------
  Wed, 2 Apr - *** *** - 3h 25m
  Departing: ****** **** ******* ***** ** **** **
  Arriving: ********** ******* ******* ***** ** **** **
  
  Thu, 3 Apr - *** *** - 8h 40m
  Departing: ********** ******* ******* ***** ** **** **
  Arriving: *** **** **** * ******* ******** ***** ** **** **
  ------------------------------------------------------------------------------------------
  
  As mentioned in our previous response, we are unable to take any further actions until the dispute raised with your bank has been closed, which has an expected outcome no earlier than 27th April 2025. 
  
  Kind regards 
  Customer Relations team
  Flight Network US

  Customer Answer

  Date: 13/02/2025

  I am rejecting this response because: Flight Network has told me in calls on numerous occasions that they would be happy to call the airline to confirm authorization of a full refund. While the airline may own my tickets, they are doing business with Flight Network and not directly with me, and so cannot provide me anything in writing. Flight Network continues to ********* and play a ********* game in which they say they can do something, do not do it, and then claim they cannot do it because someone else has to authorize it, which is itself impossible because only they have the access and power to make a change. **** *** ********* *** ******** *** * ******* *** ** ** ***** **** *** *** **** *** ****** * **** ***** **** **** ******* ******************** ******** ********
  
  

  Business Response

  Date: 26/02/2025

  Dear Mr. ******, 
  
  This is in reference to your rejection filed with the authority regarding the order number ******.
  We reviewed the case and note that you were sent an email to provide the proof that the airline would refund a non-refundable fare, to which you never replied. We understand that the airline confirmed to you verbally that the tickets would be refunded and you do not hold such proof in writing.
  

  Please be informed that the communication between us and the airlines regarding the refunds takes place in writing, for probatory purposes. We can neither accept, nor present a verbal confirmation for a simple reason: in order to cancel a booking exceptionally, we need an authorization code or a waiver to be included. Otherwise, the cancellation would follow the fare rules. We contacted today the airline to confirm us in writing that they are willing to refund the tickets and to communicate us the authorization code/waiver. As soon as e have their reply, we would proceed accordingly.
  

  Please also be informed that the owner of the ticket stock and your direct contracting party in the contract of carriage is the airline, not the portal. We do not have power of disposition and there is a limited number of actions we can do in a booking, and all these actions must be confirmed by the airline, as the owner of the ticket.

  We trust the above help clarify your concerns.

   

  Best regards,

  Customer Relations Team

  Flight Network

  Customer Answer

  Date: 27/02/2025

  I am rejecting this response because: contacting the airline, as you said you would over two months ago, was the only action necessary to facilitate this issue effectively. Instead, you sent me numerous requests to provide you with written confirmation, which I continued to explain I could not provide. Your firm only took action when I was forced to cancel the charge through my credit card company. If I had not done this, you would have continued to tell me there was nothing that you could do, and you would effectively have continued that until the date of airline travel, at which time I would have been forced to cancel the tickets and lose my money. **** ** * ******** ************** *** ********* **** ** ******** **** *** *** *** **** ** *** ****** * **** ******** *** ** *** ***. I will never do business with your company again, *** * **** ** ********** ** ***** ** ****** *** **** **** **** ******* ** ******* *** *********** ** *** ********* Thankfully I received a full refund from my credit card company, and of course you contacted the airline as soon as you realized you had to recoup those costs. ***** ** *** *** ******* ***** ** ** *****

  
  
  

• Initial Complaint

  Date:21/01/2025

  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.

  Transaction date: Nov.2, 2024 Total amount of transaction: $445.11 CAD - paid by **** ******* ******** Return airfare between Halifax N.S. and Toronto Ontario for passenger **** ******* ***** ****** ******** ****** ***** ********** * ****** Airlines flight ************ 12/29/2024
  
  On Nov. 28/24 Flightnetwork sent an email to the passenger, **** *******, advising that the return flight ************ had been cancelled. The only option proposed in the email was “Request a refund for the affected booking(s)” and further that..”You are entitled to a refund of the affected booking(s) from the airline and we can apply for it on your behalf” saying that “we kindly ask you to make your choice within 5 days” . This necessitated me booking **** ******* a new return flight, which I did on Nov. 29/24.
  On Dec. 2/24 **** ******* responded to the email requesting a refund.
  On Dec 3/24 **** ******* received an email from Flightnetwork asking him to please disregard the Nov 28/24 email and apologizing for the inconvenience.
  On Dec 4/24 I responded the above email to say that since a new return flight had already been booked and paid for, it could clearly not be disregarded, and my expectation was that the refund would be promptly processed and credited to my card. I received no reply.
  
  Subsequently 5 calls to customer service and one more email resulted in no action
  Calls December 7 / 12 / 17 / 29 2024 and Jan 12 2025 Email Jan 14 2025
  
  Originating flight ***** was used, return flight ************ was not used since I booked and paid for a new flight subsequent to the email of Nov 28 from Flightnetwork, and it is the return portion of the booking that is owed as a refund. Flightnetwork customer service have admitted that they sent erroneous information causing my new return flight purchase but nothing has been done and my requests have gone unanswered. Since they billed for the total amount, it is unclear what the refund amount should be.

  Business Response

  Date: 30/01/2025

  Dear Mr. *******, 
  
  Thank you for your message regarding the order ************.
  
  We can confirm that our agent informed you about a full refund for the inbound flights under the booking number ******, on 29th November 2024. We have contacted the airline and requested a full refund, due to the change made by them. 
  
  We would also like to confirm that we have processed a full refund of 199.06 CAD back to your original form of payment on 30th January 2025, which is the cost paid for the inbound flights. The funds will clear into your account within 3-5 business days. 
  
  The proof of refund can be found attached. 
  
  If you have any further questions, we remain at your disposal. 
  
  Kind regards 
  Customer Relations team 
  Flight Network

  Customer Answer

  Date: 30/01/2025

  
  
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  
  
  

• Initial Complaint

  Date:15/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight for myself and my wife through Flight Network departing May 2020 and of course all flights were cancelled due to COVID. I called Flight Network requesting a refund. They said they could not issue a refund but that I would receive travel credit with no expiration date as long as I fly with *** *******. I asked the representative to email me what was discussed so that I may have it in writing and he did. There was no voucher code or travel credit number given to me verbally nor in that email.
  
  I would like to use the travel credit now. I have contacted Flight Network eight separate times. Whenever I call, their agents instruct me to book a flight and just input my voucher code. I explain that I was never given one. They look into my booking details and they can see the email I received. This is where they escalate to their “team” who will get back to me within 24-48 hours. I never hear from anyone. I call again and the process repeats.
  
  I’ve contacted *** ******* and they have stated I must deal with Flight Network. They explained to me that likely Flight Network needs to work with *** ******* for a voucher code.
  
  I would just like to use my travel credit!
  Thank you for your help,
  *****

  Business Response

  Date: 23/01/2025

  Dear Ms *****,

  Thank you for reaching out and sharing the details of your experience regarding the reference number: ******. 
  
  Due to the age of the reservation, we are unable to locate the applicable policy from May 2020. 

  In order to resolve your claim, we will accept your request and have now issued a voucher code, which can be used on our site, within a year's time. All relevant details regarding the voucher details are shared with you through your personal email. 

  We appreciate your patience and understanding, and we hope this solution meets your needs.

  This is in full and final settlement of the case. The offer of this voucher finally and irrevocably solves this case.

  Should you wish for further information we remain at your disposal. 
  
  Kind regards,
  Customer Relations
  Flight Network

  Customer Answer

  Date: 24/01/2025

  
  
  I am rejecting this response because:

  I followed all instructions provided and the voucher code supplied does not work.  When I attempted to use it, an error message stated “discount code could not be found”.  This is still not rectified. 

  Business Response

  Date: 03/02/2025

  Dear Ms ************, 

  Thank you for contacting us back and we hope this message finds you well.

  We would like to confirm that we followed up on your inquiry regarding the use of the voucher and provided the necessary clarification. According to your confirmation received on 27th January 2025 the voucher was successfully utilized. 
  
  Should you require any further assistance or have additional questions, please do not hesitate to contact us.

  Kind regards 
  Customer Relations team 
  Flightnetwork
  
  
  

   

   

   

   

  
  

  Customer Answer

  Date: 04/02/2025

  
  Thank you for your help in this matter.  If it wasn't for your assistance, this would not have been resolved. 
  

• Initial Complaint

  Date:07/01/2025

  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.

  Dear Better Business Bureau,
  
  I am writing to formally lodge a complaint regarding a distressing experience I had with ******.com, a travel booking platform partnered with **********. I recently purchased flight tickets through **********’s website, which redirected me to ******.com to complete the transaction.
  
  The purchase process itself went smoothly, and the payment was successfully transferred to ****** without any issues. However, I have yet to receive the confirmation email for my booking, despite the instructions stating that it could take up to 12 hours. It has now been significantly longer, leaving me in a precarious situation.
  
  I have called ******’s customer service team 4–5 times and spoken with different representatives, including **** and *****. Each time, I was informed that ****** is awaiting confirmation from the airline and that my booking might be canceled within 72 hours, with a refund to follow. This has caused significant anxiety, as my flight is scheduled for January 6th, leaving me little time to make alternative arrangements should the booking be canceled.
  
  This situation is particularly upsetting as my family and I are traveling to Edmonton for my sister’s birthday—a critical and meaningful event for us. Despite multiple calls, ******’s representatives have been unhelpful and have refused to escalate my case to a supervisor, further compounding the issue.
  
  Given ******’s association with **********, a platform I have trusted for years, it is shocking and disappointing to encounter such unprofessionalism and inefficiency. I believe it is vital for the BBB to investigate ******’s practices to ensure other consumers are not subjected to similar distress.
  
  I am seeking your assistance in addressing this matter and ensuring accountability. My goal is to receive immediate confirmation of my booking or a refund that allows me to rebook without further delay.
  
  Thank you for your attention and support in resolving this issue.
  Sincerely,
  ******

  Business Response

  Date: 13/01/2025

  Dear Mr. *********,

  Thank you for your message regarding your failed
  booking with reference ************.
  
  We apologize for the inconvenience caused regarding
  your booking attempt.
  
  We note that this reservation was “Timed out” due to
  no confirmation of the booking was received from the airline. The reason for
  this could be either availability issues, price increase, or technical issues.
  
  Due to this, the payment was cancelled and returned in
  your account. Kindly find an ******** copy confirming the released funds.
  
  Kind regards,
  Customer Relations team
  ****** CA

  Customer Answer

  Date: 16/01/2025

  
  
  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:06/01/2025

  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 purchased round trip flights from Phoenix to Helsinki on July 6, 2024. Shortly afterward the flight was cancelled. I was not notified. On October 31st when I discovered that my flight had been cancelled, I contacted Flight Network and they told me that I would get a full refund which would likely take up to two weeks. The web site and app always say that I will be getting my refund in seven days. I have been calling almost weekly. I have been told on multiple calls that Flight Network received the refund from the airline on November 21, 2024 but that I still have to wait because Flight Network has to verify the amount. I have tried to escalate this and a manger did call me back, but with no new information. Just the same story, that I qualify for a full refund and that Flight Network did receive the full refund from the airline on November 21, 2024 but that I have to just keep waiting. It has now been seven weeks. I called again today and was "assured" that I would someday get my refund. Order # ************ for $1,493.78.

  Business Response

  Date: 15/01/2025

  Dear Ms. *******, 
  
  Thank you for your message regarding the order ************. 
  
  Upon investigating this reservation, we note that you purchased this booking on 6th July 2024 from Phoenix to Helsinki via New York and a return, with the operating airline *******. 
  
  You have requested an involuntary cancellation on 31st October 2024, after the airline made changes in your travel plan. We have cancelled your reservation and requested the refund back from the airline. At this point, we have only received the refundable taxes back from ******* and our refund department are therefore in contact with ******* to receive the remaining amount.
  
  We note that you have contacted your bank on 27th December 2024 and disputed the payment of 1493.78 USD. According to the information we received from your bank, their investigation will be ongoing for 90 days the expected outcome is no earlier than 27th March 2025. When a chargeback is raised, we are unable to take any further actions, until the dispute has been closed by your bank. 
  
  Unfortunately, we are unable to take any further actions until 27th March 2025 and if you have any questions in the meantime, please contact your bank. We would recommend you to contact us again after 27th March 2025, for further assistance. 
  
  Kind regards 
  Customer Relations team 
  Flight Network

• Initial Complaint

  Date:06/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a flexible return ticket through Flight Network for travel from Vancouver to San Salvador, departing on November 12, 2024, and returning on November 26, 2024. On November 22, 2024, I contacted multiple Flight Network agents to request a change to my return flight, moving it to December 29, 2024, at 07:40. Although the process seemed complicated, after several calls, I was informed that the change had been successfully processed and that there would be no additional charge. I was told to await the email confirmation with the updated flight itinerary. I received the confirmation and new itinerary from agent Mahendrakumar K. on November 22, 2024.
  
  However, on December 17, 2024, when I called the airline directly to add extra baggage to my return flight, I was told that my return flight was still scheduled for November 26, 2024, and that I had missed it. I explained that Flight Network had assured me the return date had been changed, but it seems the airline was not updated accordingly. I then reached out to Flight Network for clarification and assistance with rebooking, but I was informed that they could not access my booking as it was controlled by the airline, and that the return date had already passed. Despite speaking with several agents from both the airline ******* and Flight Network, I was transferred repeatedly with no resolution.
  
  I now require a rebooking on a return flight for December 29, 2024, as was promised by Flight Network. This can be either from San Salvador to Vancouver, or Managua (Nicaragua) to Vancouver. Alternatively I would like a refund for my return flight so I can book a new one.

  Business Response

  Date: 15/01/2025

  Dear Ms. *****,
  

  This is in reference to your order number ****** for which you lodged a complaint with this authority.
  Upon investigating the booking and its entire history, we note that you purchased a return trip from Vancouver to San Salvador with departure date on 12 November 2024.
  On 9 October 2024 you contacted us requesting rebooking of your trip further to a schedule change made by the airline. 
  According to the information in the booking system, on 27 September 2024 the airline rescheduled the second leg of the outbound from 23.15 to 13.20 and cancelled the first leg. Later, the inbound was also affected by schedule change, the airline moving the flight to 29 November 2024.
  As per the instructions received from the airline, we can rebook without costs a trip or a leg of a trip that was cancelled only for the same day. There is a window for rebooking without costs provided by the airline, and this is in the case of ******* only one day. Any other rebooking would be made with costs.
  on 18 October 2024 we sent you an email detailing the alternatives: accepting the changes, rebooking the flights or get refunded by the airline. To this email, you responded that you wish to rebook your trip to 22 or 23 December.
  We attempted to rebook involuntarily (without costs for you), but the change was not possible, as the system did not validate it.
  On 22 November 2024 you contacted us again for rebooking and we communicated the price which was not accepted by your side. 
  On 23 November 2024, the airline changed your inbound to 29 December. This is, we assume, further to your actions directly with the airline. On the same date, we confirmed the new date for the inbound and the flight segments were saved. We removed the previous flight segments according to the procedure. Note: abbreviation HK means that the flight segments are conformed in the system.
  You are requesting us to rebook the flights for 29 December, which is a past date. The only option left is cancellation and refund.
  We contacted the airline in order to be confirmed whether a full refund is still possible and if any of the flight segments were used (we no longer have access to the ticket, as it was exchanged by the airline). As soon as we receive a reply from the airline, we would inform you accordingly.

  Best regards,

  Customer Relations Team

  Flight Network

  Customer Answer

  Date: 22/01/2025

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

  Parts of the information you have provided about my booking history is incorrect, however not particularly relevant to my case. I first made the booking for a Flexi-ticket with Flight Network on 25 September 2024. I was informed by *** ****** of a schedule change resulting in the first leg of my outgoing flight being cancelled on 08 October 2024 and rebooked my outgoing flight as a result on 15 October, directly with the airline *******. I later (18 October) received an email from Flight Network informing me of this change, however did not respond as I had already completed the rebooking directly with *******. 

  
  I contacted Flight Network by phone on November 22, 2024, to arrange changing my inbound return flight, moving it to December 29, 2024 at 07:40. I spoke to multiple Flight Network customer service agents as the process seemed unnecessarily complicated, however after several calls I was informed by Flight Network that the change had been successfully completed with no additional charges to myself. I was told to await email confirmation of the change with details of my updated flight itinerary, which I received in three separate emails from Flight Network agents Aman K., Mahendrakumar K. on November 22, 2024 (****** *** ***********). I did not receive communication from the airline ******* confirming this change, however Flight Network’s Terms and Conditions state that once email confirmation of a change is received from them the rebooking is completed, and so I considered it done. You also have sent an attachment detailing my return flight information in response to my original complaint which shows this was apparently the case. 

  When I called ******* on December 17, 2024 to add extra hold luggage to my return flight, I was told that my return flight was still scheduled for November 26, and I had therefore missed it. I explained that I had received email confirmation from Flight Network that the return date had been changed, but it seems either ******* had not been communicated with, or they had failed to complete the requested change on their end.

  I then reached out to Flight Network for clarification and assistance with rebooking, but was informed that my booking was no longer accessible as it was controlled by *******, and as the original return date had passed changes would no longer be possible. Despite speaking with several agents from both ******* and Flight Network, I was transferred repeatedly with no resolution. I was forced to book a new return flight to Vancouver, which cost me $670.60.  

  I kindly request at minimum a refund of the return flight cost, or compensation for the inconvenience caused. You state that you have contacted the airline to confirm whether a full refund is still possible and if any of the flight segments were used, however I have not received any further communication regarding the matter so I will keep the case open until it is resolved.

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

  Business Response

  Date: 18/02/2025

  Dear Ms. ******,
  
  Thank you for your message regarding your order with reference ************. 
  
  We apologize for our delayed response. 
  
  We note that we have received a response from ******* who informed us that they are unable to locate the initial ticket issued by us, Flight Network, with reference **************. This is due to the ticket being exchanged (rebooked) directly by *******. 
  
  As stated in your messages, you have performed rebooking(s) directly with *******. This means that we no longer have any access to the reservation and have to refer you to contact ******* directly. 
  
  We understand that our response may not be the one that you were hoping for, however, we trust we have provided a clear explanation as to why we are unable to consider your claim.
  
  Kind regards, 
  Customer Relations team 
  Flight Network