Business Profile

Travel Agency

Flight Network Ltd

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Important information

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

Complaints

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

Customer Complaints Summary

304 total complaints in the last 3 years.
64 complaints closed in the last 12 months.

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Submit a Complaint

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

Initial Complaint
Date:28/04/2023
Type:Service or Repair 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 contacted Flight Network on April 27th 2023 to book a flight for two (approx. $3000) for the trip of a lifetime. When we called the airlines back to make a small change after booking our flights, we were promised that change but it would cost us $612. In a last-ditch effort to save the trip, we paid it. Only to realize the next morning the changes had not been made at all. We called Flight Network that morning, they had no explanation for the changes not being made and further requested an additional $260 to make the changes.

Customer service has not tried to resolve the problem and does not allow us to talk to a manager. Flight Network operates in a manner consistent with ********** and ********.

We have contacted ******* airlines and we are seeking a full refund.

Flight Network Order No. ******
Business Response
Date: 03/05/2023
Dear *** ***** *****,
Thank you for your mail regarding your order number ******.
As you have already been informed through your direct claim (which was made via **** ******* *****) your rebooking option is still valid and it can be made and confirmed without any additional cost. In addition, as a gesture of goodwill, due to this delay, we have already authorized and refunded our rebooking fee for the amount of 90USD.
Regarding your refund request, since the flights are still valid and confirmed, the full refund is not permitted and the refund can only follow the airline rules with the applicable fee.
Kindly note that as an intermediary we are always obliged to follow the airline rules and we cannot challenge them.
We hope the above information clarifies this claim.
Thank you in advance,
Best Regards
Customer Relations Team
Flight Network US

Customer Answer
Date: 10/05/2023
Complaint: ********

I am unhappy with this response because:
Flight network has made promises and has not fulfilled them. Multiple phone calls from Flight network assured me that due to the trouble with our flight and reservations they would refund me the full change flight fee. To be clear yes, I did receive a refund of $90 which the fee for re-booking the flight with flight network. Moreover, I have had numerous issues with my tickets after initiating this complaint with BBB:
1. Til this day, My flights on the flight network website are not updated to the correct rescheduled date (not changed from May 10 to May 9th). This caused major stress to find out why and where I could find true information about my flight!
2. An email from **** *, Customer Relations at ******** Group sent me ticket numbers that were no longer valid according to flight network because I needed to AGAIN confirm that I wanted to change my flight after I had already paid $612 and the charge was pending on my credit card. This was a concern I had to deal with every day! Will flight network book my flights or not was a question I could not say a definite yes to. I was never assured my flights were valid and booked by flight network and their associated websites.
3. The website that flight-network referred me to for the most up to date information about my flights (www.***********.com) did not work at all. My booking reference number never worked on their app that I was required to download.
4. Each time I printed my travel documents from flight network I was greatly overwhelmed with the surprised change that flight network made to my tickets including removing my checked bag allowance and changing my flight class!
****** *** *********
** ****** ** *** ******* ****** ******* ******** ** **** ** ******* *** ** **** ******* ** ** ******** ** * **** ** ******* **** ****** *** ******* ** ** ******* *** ** ******* *** ****** ** **** ** ****** * ****** ** ******** * **** *** **** *** ******** * ******* ** ******* * **** **** ** ***** ** ******* ******** ** **** ** ******** *** **** **** ********* ** **** * **** ** ******** *** **** ** *** ****** ****** *** ******* ** *** *** ******* ** **** **** ******* *** * *** **** **** ****** ******* ***** **** *** ***** * ***** ** ** *** ***** **** **** *** ******** **** ****** **** *********

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

I am looking for what has been promised by flight network!

***** *****
***** ********
******************
Business Response
Date: 18/05/2023
Dear ** *****

Thank you for your message.

We acknowledge your complaint regarding your rebooking. We assure you we strive for a higher service level than you describe and assure you that your feedback will be taken into consideration moving forward.

After checking your order, we note that the booking was already update accordingly on the 8th of May 2023 after our initial reply and your payment. Additionally, checking the status of the flights and the respective tickets, they were confirmed and flown.
Therefore, we assume you could use your tickets, regardless this itinerary discrepancy that was not possible to reflect in our systems due to a technical issue.
Regarding the problems with the website https://***********.com/, we kindly advise you to verify directly with them any possible error related to your user experience, as it is a third party service free of charge for your trips that we have no control on.
Finally, concerning the class and bag discrepancy, we found no difference in both of them except the price difference you covered. Also, you had two checked-in bags originally and after your rebooking. The refund of 90 USD corresponds to our service fee applied for two people, although we decided to waive it due to this mistake.

In view of the above, we apologize for any inconvenience caused and for any further information we remain at your disposal.

Kind regards,
Customer Relations Team
Flight Network
Customer Answer
Date: 25/05/2023

Complaint: ********

I am rejecting this response because:
1) To clarify the details for you: the booking on your end and on your website was never updated to the travel date of May 9th! The only reason the flights were flown on May 9th was due to our own continuous calls to ******* airlines who had confirmed our correct date of departure. Furthermore, if, in your own words, there was an "itinerary discrepancy that was not possible to reflect in our systems due to a technical issue", the customer should not bear that responsibility and must be refunded the $522 rebooking fee since we received nothing as promised.
2) After the supposed "rebooking", our class changed and suddenly we had zero checked baggage on our itinerary, ** **** ** *** *********** ********* ******** ** **** ******. On 4/28 we had checked bags in Class T. On 5/05 we had no checked bags in Class B.
Finally, we will not settle for anything less than our $522 back. Not only is there a lack of consistency and transparency with Flightnetwork, you have also caused emotional distress and anxiety during this entire ordeal.
Sincerely,
***** *****
Business Response
Date: 31/05/2023
Dear ** *****.

Thank you for your reply.

Although we understand your frustration, kindly note that we are unable to provide you the requested refund of 522 USD, as this amount corresponds to the cost of changing your ticket as per the airline's policy based on the availability and refunding it to you would mean that you would have changed your ticket for free. Moreover, this change was initiated by yourself on the 28th of April 2023, when you also accepted this cost plus the 90 USD of our service fee that we refunded already.

In view of the above, and since we had successfully changed your ticket according to your request and also notified you via email regarding this update on the 8th of May 2023, we are unable to offer you any additional compensation or refund. ****** *** *** ******** *********** ** ******** **** *** **************

Kind regards,
Customer Relations Team
Flight Network
Customer Answer
Date: 02/06/2023

Complaint: ********

I am rejecting this response because:
Our original complaint was that my flights on the flight network website were not updated to the correct rescheduled date from May 10 to May 9th. I "accepted the cost" on the 28th of April 2023, EXPLAIN why did it take until THE DAY BEFORE TRAVEL for you to email me of the supposed changes? 10 days? 10 days of stress, tension, and nervousness. When the customer pays for a service, they expect to receive it in a comfortable and convenient fashion without issue. That has not been our experience.
**** ** *** ******** ********* **** flightnetwork's travel document of our flown tickets that I pulled TODAY June 2nd, 2023. Departure date is STILL May 10th. You cannot ask us to bear the cost of a change that flightnetwork never reflected.

******* ******* *************** ****** ******* ***** ** **** **** ** *** ******* ** ******** *** **** * ******** *** ** *** ****** ******** * **** ** ****** ** *** *** * **** ** ******* ****** ******* ***** **** ********* ** *** **** ** ************** *** **** ******* *** ** *** ******* ** ** ****** *******
Sincerely,
***** *****
Business Response
Date: 16/06/2023
Dear ** *****,

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

Please note that the booking confirmation will never change as this is also your receipt which as per law, never can be modified. As informed in our previous reply including the picture of email sent, the change was successful and the new itinerary was forwarded to you on May 8th 2023.

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
Flightnetwork US
Initial Complaint
Date:28/04/2023
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.
hi,
I recently booked a ticket with flight network. Approximately 30 seconds after I booked ( I'm sure all my phone calls are trackable) I called flight network to make a small name correction on my ticket.
its been over a week of phone calls and all i'm getting is that my request has been escalated.
I need this issue resolved since the airline told me all it takes is a 3 minute phone call and the issue will be resolved.
Business Response
Date: 02/05/2023
Dear Mr. ***** ******,
Thank you for your mail regarding your order number *******
We have looked into the order and we would like to clarify the following :
As you have already been informed by telephone as well, the official and standard airline policy does not allow name changes and name corrections are checked based on a case to case policy. Your request actually falls under the name change policy since the correct surname is completely different from the one registered in the reservation (Pax to change: Mrs ****** ******
New name: Mrs ****** **** **********).
Nevertheless, based on your claim and your indication our relevant department has already got in contact with the airline in order to check if this name change can be exceptionally authorized and in such case which is the relevant procedure for the change.
Kindly note that as an intermediary we do not have any control over the airline's procedures, rules, authorization , we are always obliged to follow them and we cannot challenge them in any way. In addition, we do not have any control over their handling times and we can act only upon their confirmation and authorization.
For these reasons, our relevant department which is handling your case , once they have the airline's reply , will get in contact with you in order to inform you about your request and proceed accordingly.
We hope the above information clarifies this claim.
Thank you in advance,
Best Regards
Customer Relations Team
Flight Network US
Customer Answer
Date: 02/05/2023

Complaint: ********

I am rejecting this response because:
WE HAVE REACHED OUT NUMEROUS TIMES TO THE AIRLINE WHO ADVISED THAT THIS WILL TAKE NO MORE THEN 3 MINUTES ON THE TRAVEL AGENTS END.
MORESO I HAVE SENT OVER MY CURRENT PASSPORT TO PROVE THAT IT IS ON MY MAIDEN NAME AND I ACCIDENTLY BOOKED ON MY MARRIED NAME.
ADDITIONALLY FLIGHT NETWORK BILLED US 40 DOLLARS TO MAKE THE NAME CORRECTION, TOOK OUR MONEY BUT THE CORRECTION HAS YET TO BE MADE.
PLEASE UNDERSTAND THAT IT IS IMPERITIVE THAT WE RECIEVE A RESPONSE.

Sincerely,

***** ******
Business Response
Date: 05/05/2023
Dear Mr. ***** ******,
Thank you for your reply regarding your order number *******
As we have indicate in our previous reply this is a name change request so the airline needs to authorize this request and indicates us the relevant procedure.
In addition, as you have already been informed by the relevant department, you have sent a copy of an expired passport and the airline needs a copy of a valid and renewed passport in order to be able to check this case.
Kindly send us a copy of a valid passport (and any other document available) in order for us to forward it to the airline and try and handle this request as soon as possible.
Thank you in advance,
Kind Regards
Customer Relations
Flight Network US
Initial Complaint
Date:20/04/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi,

I booked tickets for (***** *******) and my friend ******** ********, *****) to fly from Brisbane to Vietnam.

Either I or auto correct changed the order of the ‘*’ and the ‘*’ on the booking, meaning that the surname of ***** is incorrectly spelled.
I contacted the agent (flightnetwork.com.au) to have this changed. I was told the airline had to do this. I rang the airline who said the agent had to do this.
The agent wanted to charge a large fee for a typing mistake that ****** ******* informed me they don’t charge.

I was treated rudely by the agent and ended up contacting the office of fair trading in Australia.
I have since been sent an email from the agent advising that “fee” or no “fee” they do not have the authority to change the ticket.
I have since called the airline and have been told that they cannot change the ticket. That the agent must. I have explained that the agent won’t.
They assure me that the agent does have the authority and the ability to change the details on the ticket and that they can contact them if they are having trouble with this. I was informed that the agent can call ****** ******* to be assisted in making this change. I informed the operator that the agent has already been told this.

I was informed that the agent can call ****** ******* to be assisted in making this change. I informed the operator that the agent has already been told this.

I was told to contact the agent again. I did this this morning and was told again that they cannot correct the typo on the ticket and to contact the airline. I contacted the airline again and again was told that the agent has the ability and authority to fix the typo on the ticket.

I am my friend are becoming increasingly stressed over this. I am wondering how in our modern age that between the booking agent and the airline that a correction requiring keystrokes on a computer cannot be accomplished.

The trip is in a couple of weeks, I need travel documents that accurately reflect the spelling of my friend’s name.

Can somebody please help me get this fixed. I am tired of banging my head against the wall with the travel agent. .he agent is FlightNetwork
Business Response
Date: 24/04/2023
Dear ** *******,

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

Unfortunately, as an intermediary, we have no authority to proceed with a name correction on this booking as per ********* Airlines guidelines. Our internal support has been in contact with ********* Airlines regarding the name correction query for this booking and asked if we are allowed to make a name correction in this case. The information we received from the ********* Airlines agency support, is that these tickets are issued in a market that does not allow us, as an intermediary, to make any changes. This is of course very unfortunate, but as an intermediary we are bound to the guidelines set by the airlines.

Regarding our handling fee that we charge for any modifications to a booking. Our handling fee for modifications are stated in our Terms and Conditions that was agreed to upon booking purchase. For example, a name correction is consider a change and since we act as an intermediary, we need to reach out to the airline on the customer's behalf and request an authorization to be able to make a name correction. After an authorization been received, we need to add the correct name and reissue the ticket from the incorrect to the correct name and our fee is charged for the work we are doing.

Due to the above, we kindly ask you to reach out to ********* Airlines directly to modify the name for ** *****. FlightNetwork has also added an remark/authorization to the flight booking asking ********* Airlines to assist you with the name correction.

Kind regards,
Customer relations team
FlightNetwork
Customer Answer
Date: 24/04/2023

Complaint: ********

I am rejecting this response because:
It is ****** *******,
I have been in touch numerous times and they say the agent has ro make the changes and that they can call them to be instructed how to do this.
so their claim they cannot fix it has been repudiated by the airline.
this has been told ro me no less than 3 times in which I have contacted them.

Sincerely,

***** *******
Business Response
Date: 27/04/2023
Dear ** *******,

Our sincere apology, the correct airline is of course ****** ******* Airways.

Our dedicated team has been in contact with the airline and asked if we are allowed to make a name correction in this case. The information we received from the airline's agency support is that these tickets are issued in a market that does not allow us as an intermediary to make any changes and reissues at all. The tickets are issued in a area called TLV and this means that we, as an intermediary, have no authority to make a name correction and reissue the ticket with incorrect name.

This is of course very unfortunate, but as an intermediary, we are bound to the instructions and rules of the airlines. To that end, our role and obligations are limited for flight services. We clearly inform about our role as intermediary, throughout our website and in our General Terms and Conditions.

Kind regards,
Customer Relations team
FlightNetwork AU
Initial Complaint
Date:12/04/2023
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 flights from FlightNetwork (formerly FlyFar) in October 2019. Due to Covid, my flights were cancelled (through no fault of FlightNetwork). I am trying to book flights using my credit. Every time I call they tell me there is a special department who will have to do that and that they will call me back. First it was someone will call in 48 hours. No one did. Then it was someone will call in 24 hours. Nope. No one did. Now I just did the online chat (which was absolutely ridiculous) only to have them say after well over 30 minutes that they will put it into their internal queue and someone will get to me "when they can." This is the most ridiculous thing I have ever dealt with. They should just put a credit on the account and let me book my trip.

My preference of solution would be that they either refund the amount of my original flights or they credit my account so I can book myself.
Business Response
Date: 17/04/2023
Dear *** ********,
Thank you for contacting us.
In regards to your complaint about the booking ID- *******, we have checked the booking details, and we can see the rebooking team has already sent you an email to your registered email address to provide an exact travel date.
We request you to reply to their email and coordinate with them so they can assist you with the rebooking for the new flights.
We hope this has resolved your complaint in a satisfactory manner. Should you require any further information, we remain at your disposal.
We wish you a pleasant day ahead!
Kind regards,
Customer Relations Team
Flightnetwork US
Customer Answer
Date: 17/04/2023

Complaint: ********

I am rejecting this response because: flight network emailed stating that I have to rebook paying full price and then the airline will consider whether or not they will issue my credit. They stated this is per ******* ******** policy. This is NOT **** policy. Please refer to the ******* ******** website.

Sincerely,

***** ********
Business Response
Date: 20/04/2023
Dear *** ********,
Thank you for your response.
We have verified the details, and we can see that the rebooking team sent an email with the alternate options. Howevered, you replied to them, stating that you do not want to rebook with us and that you will rebook directly with the airline.
As per the notes on the booking, we can also see that the concerned team is already working on your booking to find an alternate option to rebook the flight in a different way.
We request that you wait for their response; once they verify the rebooking process with the airline, they will contact you again.
Thank you for your understanding.
Kind regards,
Customer Relations Team
Flightnetwork US
Initial Complaint
Date:06/04/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a return airfare from Melbourne to Sydney on July 1st 2022 for $3203 with Flights network where there was a $312 charge for cancellation protection in the airfare.

Due to becoming quite ill and I could not travel and had to cancel and Flight network advised to send a drs certificate as evidence and they would refund me the fare as this is a part of the cancellation protection policy I paid for.

After several call and email no one has attempted to rectify or refund the money.

How can a company take $3200 of someone’s hard earned money at keep it.

It’s now 8ths later and still not one attempt to rectify.
Business Response
Date: 11/04/2023
Dear ** *****,

Thank you for contacting us regarding your flight cancellation and refund.

We have checked your booking and can see that unfortunately the refund request has not been handled, due to not been sent to the correct contact details. When you cancelled the booking, you were sent the instructions to send the document on the below mentioned address. Please send your medical document in the link mentioned here. Your refund issue will then be handled. We will add remarks in the booking so that your case will be prioritized.

Thank you in advance.

https://***.*************.com/medcert/

Kind Regards,
Customer Relations team
Flight Network

Customer Answer
Date: 13/04/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and will follow their instructions however it is not resolved.

Sincerely,

******* *****
Initial Complaint
Date:05/04/2023
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.
This company is completly random. Different answers with different employees answering you.

3 students, with the same flight. A flight change was asked but then, a flight change from the Airline itself. We asked for a reinbursement, as it was allowed from ******* Airlines, less fees from FlightNetwork.

Original flights bought Feb. 9, 2023 --> Departure YUL 26 feb. - Arrival SIN Feb 28
Since their Visa was not delivered on time, we did a flight change.
Flight change to our request Feb. 18, 2023 Departure YUL march 12 - Arrival SIN march 14
Flight change by ******* Airline, we requested complete refund for all 3 students on Feb. 25 and 26.

Case # 1 : *. ****** ****** ---> Status as of April 4 : ******* Airlines did the refund to FlightNetwork as per FN status, but FN never did the refund to us and we are after one *onth of the cancellation.

Case # 2 : *. ******** ****** --> Status as of April 4 : Request to ******* Airlines still ongoing!!!!!!!!

Case # 3 : *. *********** ****** --> Status as of April 4 : Has been partially refund but missing the Airline Fare difference of 118 $ CAD because we paid for a flight change in the beginning.

All the same flight, all the same flight change, all the same refund request and 3 different status.

I want them to execute the complete refund for all 3 students.
- Airline fare + Airline fare difference of 118 $ CAD
- Less flight change fees of 56 $ CAD and less refund handling fees of 21 $ CAD from FlightNetwork.

Case # 1 : ******** ****** ****** ---> Complete Airline Fare less (56 + 21) 77$ CAD for FN services.
Case # 2 : Beatrice ******** ****** --> Complete Airline Fare less (56 + 21) 77$ CAD for FN services.
Case # 3 : ***** *********** ****** --> Partial refund done, but *issing Airline Fare difference paid for a change (118 $)

I have all the chats copied and in my possession and can provide them to anyone that needs it.

I have all the names of the employees that we talked to.

I litterally spent HOURS to solve the problems with 3 students that
1. Doesn't have experience into travelling
2. Doesn't have money to have in the clouds like this more than one month for a refund is unacceptable.

I also had so many other problems with them but I now concentrate on the refund.

*******.
Business Response
Date: 11/04/2023
Dear ** *******,
Thank you for your message.
After checking you three reservations, we would like to provide you a short summary of the events that took place in all of them and are related to your refund.
Regarding ** ******** booking (******), we note that indeed the refund has still not been completed due to heavy workload from our end and we sincerely apologize for that. However, we have now processed a refund of 1680.95 CAD to the original form of payment that was used to purchase this order and the funds will reach the account within 5 working days. We would like to inform you that the refundable amount corresponds to the total value of the original ticket minus our service fee of 21 CAD. Kindle note that the 230 CAD that you had paid additional for the change cannot be refunded as the 56 CAD are our service fee which is always non-refundable and the 174 CAD are the airline's change penalty which according to their policy is also always non-refundable.
Additionally, for ** ********' reservation (******), since the airline has now approved our refund application we have refunded today the amount of 1540.95 CAD to the original form of payment that was used to purchase this order and the funds will reach the account within 5 working days. Please be advised that this amount corresponds to the full value of the original ticket minus our service fee (21 CAD) and as far as the 230 CAD that the passenger paid for the change, they will not be refunded as the same policies apply as in ** ******** booking.
Finally, in regards to ** *********** order, after reviewing the refund that has already been processed to her, we came to the conclusion that the correct amount has been offered to her as the 1485.18 CAD corresponded to the full value of the original ticket minus our service fee of 21 CAD and as already mentioned above no additional amount can be offered since both ours and the airline's fee are non-refundable.
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 offer you any additional refund.
Thank you and we wish you a pleasant day.
Kind regards,
Customer Relations Team
Flightnetwork CA
Initial Complaint
Date:03/04/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
There was an incorrect entry on the name of a passenger ticket. We were advised to work through Flight Network to make the change directly. Over the past month in working with Flight Network, they have advised that the name change is underway and most recently, has been completed, and a new ticket has been issued. I have paid the fee for the name change however the name change that was made was incorrect and my name is still not correct on the paperwork. In checking on the website, the name correction is incorrect on the flight to the desitnation, and has not been processed on for flight back.

Flight Network has stated that they are unable to get in touch with anyone on the airlines side, and it has been almost 2 months. The airline has stated that they are unable to make the change directly as they cannot change these type of tickets, however Flight Network can call them directly to make the change. Flight Network provides me with the same response each time. I am now out the cost of a flight plus additional fees for the name change.

My request is for Flight Network to make this change immediately for my flight.
Business Response
Date: 06/04/2023
Dear ** **** *****,

Thank you for contacting us regarding the name correction.

We are sorry to see that your request is pending. We have asked our customer care support to look at your case and to contact you as soon as possible. Please note that the email address you have informed is not the same as in the booking, therefore some important information might be sent to the original email address informed in the booking.

Kind Regards,
Customer Relations
Flight Network CA
Customer Answer
Date: 08/04/2023

Complaint: ********

I am rejecting this response because: I have yet to be reached out to regarding this matter. It looks like action was taken for one flight (name changed), however the other flight has yet to be changed and I am still out $100 for something that has not happened.

Sincerely,

****** **** *****
Business Response
Date: 17/04/2023
Dear *** **** *****,

Thank you for your response.

It is correct that the name correction has only been finalized for your outbound flight with booking reference ******. As your inbound flights are a part of a separate and individual reservation with booking reference ******, the change has to be performed separately, and since the return itinerary contains more than one airline the process can be more complex. We are in communication with the ticket holder, ****** Airlines, in order to facilitate the changing of name on your inbound flights as well, and you will be updated once we have a resolution to your case and a more substantial response to provide you with. Rest assured, you case has not been forgotten and our internal support team is working with the airline in order to resolve your request.

Thank you for your patience and understanding.

Kind regards,
Customer Relations Team
Flightnetwork
Customer Answer
Date: 27/04/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** **** *****
Initial Complaint
Date:31/03/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought tickets on feb. 15th for a family trip to Portugal. The day after when I received the tickets I noticed my daughter's last name got prefilled with my wife's last name instead of mine when booking. I called the airlines to correct it and they answered only my travel agent could do so but it won't have a problem since I was in the 24 hour time frame which they permit refund and rebooking at no charge. I then called my travel agent and advised them of the problem and to take care of the 24 hour limit. They said, no worry, we'll take care with our support team. Got an answer from the travel agent a few days later that correction can't be made because it's more than 3 letters. I had to call myself overseas to see other options with the airlines (*** *** ******** and ****** Airlines). *** told me to ask the central office for an exception for name inversion and ****** sent me the procedures. Had to inform the travel agent to reopen it and try again which should have been solved within the first 24 hours easily. After 45 days, I still waiting and they can't inform me if I need to secure new tickets or anything. I expect a travel agent to help and in my case would have been much easier with the arilines directly so I could have corrected the name myself. Now I'm stuck with my travel agent which the trust is low on their willingness to help me with my problem.

They should take responsability and assure me they get the name corrected by the airlines or they will reissue the ticket with the corrected name as I have advised them within the period they were able to correct it themselves.

So much time lost for both parties for something 2 quick phone calls to airlines or modification in their booking system should have solved in 5 minutes.
Business Response
Date: 06/04/2023
Dear ** *********.

Thank you for your message.

Upon investigating your booking, we can see that you have been in contact with our customer service several times to correct the name for one of the travelers.
Our internal support have contacted both airline's several times to receive instructions from the airlines if the name correction is allowed or not. You have been informed by our customer service that *** ******** has denied the name correction, since their rules do not allow it. Due to this, have we refunded you 56 CAD + 86 CAD, that you paid for the name correction with *** ********. These payouts was processed from our end on 21st March 2023.

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. 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.

Please also note that the airline owns the tickets, and they are always able to assist you, even if your booking has been purchased via a third party. At the time of booking, your payment has been immediately forwarded to the airline in line with our Terms and Conditions.

Our internal support are still in contact with the airlines and trying to find a solution. The support will get back to you with an update when we have received more information from the airline.

Kind regards
Customer Relations Team
Gotogate CA
Customer Answer
Date: 06/04/2023

Complaint: ********

I am rejecting this response because:
I requested the change within the 24 hours Gotogate should have solved this issue right away with the airlines since arilines permit changes within that period frame, which I clearly told your agent the urgency when requesting the correction. It's been almost 2 months now without GotoGate solving the issue.
I feel I do not get the support I should from you staff since for *** Airline, we got a negative response from your staff at first. After calling the *** Airline head office and asking solutions explaining my case myself, they informed me to ask my travel agent to request for an exception for name inversion at their head office which I know you now wait for their answer.
For ****** Airline, your staff at GotoGate informed me it was not possible. After calling the airline myself, they sent me the procedure and we know wait for their answer.
I want to know our options now if we need new tickets or other alternatives if the airlines do not accept our request and see a compromise or compensation from GotoGate since they could and should have corrected with the airlines right away within the first 24 hour limit to modify without fees. They are the experts and we do not feel their support.
As an expert travel agent, could you tell me what are our options and help us solve?
Why the problem was not solved at first with airlines while the travel agent could within the 24 hour period? I have tried to correct myself with the airlines but they redirected to my travel agent which did not proceed in time.
What would be our options if airlines refuse the correction? Will we be able to cancel and rebook for sure? at what price? Those are questions we have asked and never received an answer from your team. Could you give us precision on that?
Should we buy new tickets for my daughter now to secure our family vacation? Could you hold tickets temporarly while waiting for the final answer from airlines? Could you provide us with compensation or replacement tickets since the airlines was not informed my your team within the right time frame?
I hope you understand my dissapointment after several communications and almost 2 month period waiting.
Sincerely,

******* *********
Business Response
Date: 14/04/2023
Dear Mr Guilbault,

Thank you for contacting us. We can see that after the latest message via BBB you have been in contact with our customer service, and it seems that your issue is being solved. Please let us know in case there are remaining questions. Thank you.

Kind Regards,
Customer Relations team
Gotogate CA
Customer Answer
Date: 18/04/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. All 3 flights have been modified after lots of efforts. I really think BBB made a huge difference in my case. Hope this situation won't happen again to anyone. * ** *** ******* ** ***** ******* ** **** **** *** **** ******* ***** ********** **********.
Sincerely,

******* *********
Initial Complaint
Date:30/03/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I would like to file a complaint on Flightnetwork.
Order Number: ******. Amount paid : CA $ 2,564.1
I booked a flight for July 19 2022 from Tokyo to head back home to Edmonton.
I ended up missing my flight and knew there wasn’t much that could be done for me. However I figured why not try calling the company to see if they could help since I was already at the airport. I explained my situation and asked if they can get me on another flight. To my surprised they said ok but I would need to speak to the airlines to have my ticket status changed from closed to open in order to be able to rebook a flight. Keep in mind it took a while to get a hold of the company and when I did they gave me the assurance that it would be done. So I got myself a hotel room and stayed the night to go to the airlines to fix the situation. The next day I went to the first airline and explained the situation and ask if they could changed the status of the flight. They finally agreed and now the status was opened. I called flight network and they said they see it was changed however I also needed the other airline to do the same. I went to the second airline and this time it was more complex it wasn’t closed and I didn’t understand why, flight network nor the airline in person could explain why so I was told to call the airline call centre. I called the airline and after a while I found that the second flight wasn’t closed because it wasn’t missed. There was technical difficulties with the plane so the flight was cancelled and rebooked. So instead of the original 2 hr layover it changed to a 19 hr layover. I was surprised and would have been really inconvenienced if was able to catch the first flight. Nevertheless I told the airline to un book that ticket as flight network said I could get another flight booked. Again after a while I was able to again get this next airline to help and changed the status to open. Finally accomplished I called flight network saying I did everything they said but for some reason they didn’t rebook my flight. They keep saying things that didn’t make sense to me.
I couldn’t understand what else they needed to do as all they said was to get the airlines to change the status to open and that it would be all done. Running around all day between the airlines and waiting for hours on the phone to then not be helped was so frustrating. The day was getting late again I was tired and frustrated with all the back and forth I booked another hotel for the night. I called flight network again and the agent then told me to request a refund. Since that was offered to me I agreed as I wouldn’t know how much longer it would take to get another flight from them. So I booked myself a flight home. When I got home I called requesting a refund and not once did they refuse. Just they kept saying they needed to speak to the airlines and all that to get the money back. Still to this day I haven’t received any money. I can’t for the life of me understand why they would do that. Say things to me and not fulfil it. Causing me to waste so much time and money. That is absolutely horrible and not right. * ***** **** ** **** ** *** ******* ** ***** *** ** ******* *** *********** **** ********
Business Response
Date: 04/04/2023
Dear *** ******,

Thank you for your message.

We understand your compliant in regards to the rebooking of your ticket.

We checked the reservation and we note that on 23rd November 2022 you initiated a chargeback by contacting your bank and issuing a dispute. Until the payment dispute was finalized by the Bank, we were not be able to take any actions on the booking or otherwise handle the claim.

Today we verified with the competent department which informed us that the chargeback dispute has been closed in your favor and consequently you received the full refund of 2564.16 CAD directly from your bank through the dispute process. Therefore it appears that no further actions are require from our end.

For more information regarding the above mentioned refund, kindly contact your bank.

Best regards
Customer Relations Team
Flightnetwork CA
Customer Answer
Date: 06/04/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****l
Initial Complaint
Date:29/03/2023
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 from **********/Flight Network on February 20th 2023.

On February 22nd 2023 I received an e-mail from Flight Network with the following information:

Your flight(s) for booking ****** has had a schedule change/cancellation from the airline. Unfortunately, you will not be able to travel as planned.

I was given the option of cancelling the flights entirely which I did given the new times did not work for me and my family.

On February 25th I received the following from Flight Network:

Your flight with the booking number ******, *******, ******, ****** is now cancelled due to the change of schedule.

The refund amount will be sent to your original form of payment. Please note that the Support Package and credit card fee will not be refunded as these services were already carried out. For more information about this and our fees, see our Terms and Conditions.

I have been waiting for my refund since then. I call Flight Network weekly looking for updates but they have yet to provide me with any updates or process my refund due to me. This is going on for over a month at this point and I need this issue to be resolved.
Business Response
Date: 07/04/2023
Dear *** ******,

Thank you for your message.

We acknowledge your complaint in regards to the refund of your order.

We checked the booking and we note that your order has been cancelled on 25th February 2023 and then, when we received the funds from the airline in March, we were unable to process the refund to your original form of payment, therefore there was a delay in processing the payout.

As previously explained on our reply to your claim with the Travel Industry Council of Ontario (TICO), on 3rd April we initiated the refund through *********** and yesterday - 6th April 2023 - the refund process has been successfully completed. ****** **** ******** *** ****** ************ **** *** *******
We are confident that your claim has been satisfied and we wish you a pleasant day ahead.
Best regards
Customer Relations Team
Flightnetwork CA

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