ComplaintsforFlightnetwork

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been charge 881CAD instead of 581CAD. I spoke to an assistant who couldn’t properly explain the reason of this overcharge and couldn’t refund me despite the fact that it was 24h within the booking date. They also want to charge me a cancellation which is illegal. Thank you for helping me

  Business response

  08/04/2024

  Dear Mr. ******, 
  
  Thank you for your message regarding order ******* 
  
  First of all, we would like to apologize for any inconvenience experienced. We assure you that we strive for the best in order to assist you, and your feedback is valuable for us. 
  
  After carefully investigated your reservation, we have found an technical error which occurred during the payment for your flight booking due to an price increase from the airline. We have therefore now processed a refund of the price difference (881,80 CAD - 580 CAD) with 301,80 CAD to you. The funds will clear into your account used upon booking purchase in accordance with the individual bank's turnaround times. ****** **** ******** ***** ** ******* 
  
  Kind regards, 
  Customer Relations Team
  FlightNetwork CA
  

  Customer response

  08/04/2024

  
  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

  23/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am compelled to submit this formal complaint against FlightNetwork regarding their handling of Order ******, which directly resulted in a significant disruption of planned travel for passenger ***** *************, with the payment made by myself, ****** *********. The total expenditure for this disrupted service amounted to $1,937.36, covering a multi-segment journey from St. Petersburg to Sao Paolo, with a return from Rio to St. Petersburg. Detailed Incident Overview: Automatic Check-In Service Failure: The purchased service included automatic check-in for the flights commencing on February 19th. This promised service was not rendered, necessitating a manual check-in process, which was the initial point of failure. Online Boarding Pass Issue with ***** Airlines: An attempt was made to secure a boarding pass for the Sao Paolo segment through ***** Airlines online, which proved impossible due to the tickets being incorrectly booked by FlightNetwork, As ***** showed that ticket should be requested with ******* airlines. Boarding Pass and Flight Cancellation Ordeal: ******* Airlines could issue boarding passes only up to Barcelona, and did not provide the boarding pass from Barcelona to Sao Paolo. Subsequent attempts to resolve this issue highlighted a lack of responsibility between airlines, attributed to the flawed booking by FlightNetwork. Ultimately, this led to the passenger missing her flight and being stranded due to the premature closure of the check-in counters in Barcelona, followed by the unwarranted cancellation of all remaining flight segments, including the return journey. Resolution Requested: In light of FlightNetwork's failure to adequately book the tickets and manage the ensuing complications, leading to significant inconvenience and financial loss, I request the BBB's intervention to secure a full refund of $1,937.36. This situation not only reflects a breach of trust but also a glaring disregard for customer service and accountability.

  Business response

  29/02/2024

  Dear Mr. *********, 
  
  Thank you very much for reaching out to us.
  

  We are very sorry to hear about the inconvenience that the passenger has encountered during her travel.
  

  Often Airlines of the same alliance offers flight combinations to their passengers to serve more divers routes. In such cases the flight ticket is always issued on one of the airlines and this airline will then forward the money to the other airline/s for the flight they will operate.
  

  Upon investigation, we can note that we have indeed issued all flights on a ticket of the airline ***** and that all flights were confirmed in the booking system. We cannot see any irregularity in our system and as well the airline ***** has not reported any. The airline informed us that they can see that the passenger was tagged as a no-show in Barcelona without any reason.
  Additionally, we could note a notification in our system showing that you have chosen to contact your bank and issue a dispute of the charges, also called a chargeback. This means, we are unable to assist you any further until the bank’s investigation has been concluded and decided in either party's favor, we expect the outcome no earlier than May 23, 2024.
  

  Therefore, we must ask you to contact us after the outcome and to provide us proof that it was due to our error that the passenger could not travel. However, based on your claim, the passenger missed her flight due to the early closure of the check-in counters in Barcelona and such issue is outside of our responsibility as a travel agent. Because we are not responsible for such issues but the airlines or the airport services. Claims in this regard should be addressed directly to the airline in question.
  

  We remain at your disposal if further information is required! 
  

  Best Regards, 
  Customer Relations team 
  Flight Network US

• Initial Complaint

  14/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased an airline ticket online through Flight Network which was immediately confirmed in my name. Once I received the email confirmation, the wrong name was attached to the ticket. I called right away to have this rectified and the agent confirmed that the ticket was in fact submitted in my name but then was changed. I had no confirmation and in fact received an error message for the second, separate ticket that I was trying to book and that it could not be processed. There must have been a glitch in their systems, that was later confirmed by two other agents I spoke to but no one will rectify the matter. I keep getting told the case has been escalated but no communication is being returned unless I contact them and they will not forward me to a supervisor after many requests. It's been over a month now with no progress and I fear it will come down to the wire and I will have to pay 4x more to purchase a replacement ticket last minute and my spouse will have issued at the airport due to 2 tickets now in his name. ** **** * **** *** ****** ****** ** *** **** ***** *** ** ***

  Business response

  20/02/2024

  Dear Ms ********,

  We acknowledge your message concerning your name change request.

  Upon investigating your reservation ******, we note that you contacted us after the booking was confirmed and our customer service representatives escalated the case to our support department to investigate further this discrepancy. Checking internally, we note that firstly you inserted your name, however, you did not reach the end of the booking flow. When you started once again your purchase, we can see that the name you add is ***** ****, which was then confirmed as the reservation was finalized and paid. Therefore, you have been informed that there was no discrepancy between the name you selected and the one with the airline, hence you have been referred to the latter. 

  We would like to highlight that when mediating Travel Services rendered by airlines, we do not have guaranteed access to the airline’s booking system. Where this is the case, we may ask you to contact the relevant low cost airline directly for questions concerning reservations, changes or cancellation of your reservations.
  

  In view of the above, we are unable to find a technical error from our end and breach concerning the scope of service we offer and are contractually bound to uphold, hence we cannot accept the abovementioned complaint, 

  For any further information we remain at your disposal.

  
  Kind regards,
  Customer Relations Team
  Flight Network
  
  

  Customer response

  20/02/2024

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

  The information the Flight Network has supplied is incorrect. When I made the booking under my name ***** ********, I in fact did get a confirmation screen after finalizing the information and payment. I then tried to make a second, separate booking under ***** **** that was never confirmed and only gave me an error screen saying the payment could not be processed. I actually made that second separate purchase on a different device. I have since reached out to my credit card company and they have confirmed that the ticket was in fact processed under passenger name ***** ********. * **** ******** ****** ***** ** *** ************** *** *** ****** ** ** ****** *****
  
  *** *********** **** ****** ******* **** ******** **** *** ****** ** **** *** ***** ************ ****** ******* *** *** ******** There appears to be an obvious glitch in their system as, like I already mentioned, my credit card company has confirmed the ticket was charged for passenger name ***** ********.
  

  I refuse to accept their response as the error was in their system and they are refusing to fix their error. I should not have to pay  and suffer for this error that was not made by me.

  I request the ticket be changed into my name immediately as I originally booked and if that is not possible, a refund should be granted.

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

  Business response

  26/02/2024

  Dear Ms. ********,
  
  Thank you for your message regarding order ******. 
  
  We would like to inform you that our tickets are issued automatically, with the passenger details that our customers inserts while on the booking path. As a result, there is no possibility of a manual mistake during issuance. Any deviation between the final tickets and the intended passenger information, unfortunately, means that the wrong information was inserted during the booking process.
  
  As per the Terms & Conditions [Section 2] on our website:
  “During the booking process, You are provided with the technical means needed to detect errors in entry forms and to correct them prior to submitting your booking request. You are requested to check all data for accuracy before concluding your booking request. Subsequent change requests may lead to significant additional costs.”
  
  The passenger names are being displayed throughout the booking procedure and can be reviewed at any given time. As soon as a customer enters our platform and starts creating a reservation, all actions taken are registered on our system logs, which can be reviewed in order to facilitate an ongoing investigation.
  
  Please note that the invoice is issued in the name Ms. ***** ******** for the payment of this reservation, and the ticket in the name of Mr. ***** **** as also shown on the booking confirmation. 
  
  Under this light, we regret to inform you that any change or cancellation will have to be according to the airline company's fare rules.

  Kind regards, 
  Customer Relations
  Flight Network

  Customer response

  26/02/2024

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

  The information the Flight Network is putting forward is incorrect. I always check my reservation multiple times before I accept. The Flight Network has not provided any proof that this ticket was booked the way they say it was booked. My credit card company confirmed the tickets were book for passenger NAMES ***** ******** and ***** *********** ****, not charged to or else they would both be under my name. I am insulted that it's implied I did not check the ticket correctly!  * **** **** ** *** ****** ******** *** **** ** ***** *** * **** ****** **** ***** Why would I book a second ticket in the same name? ********* ** **** ***** **** *** I think it's time the Flight Network take responsibility for whatever happened in their 'automized' system

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

  Business response

  04/03/2024

  Dear Ms. ********,
  
  Thank you for your message regarding order ******. 
  
  At first you added ***** ******** as the traveler during the booking process, but you have later emptied the cart (restarted the process once again) and the name for the second time was added as ***** ****. The booking was confirmed from your side, when the name was provided as ***** ****. ****** *** *** ********** **** *********** **** *** ******* ******** 
  
  If you would like to make any changes, we would recommend you to contact the airline directly to request what your options are. 
  
  We understand if this wasn't the outcome you were looking for, but we are unable to take further actions, when no errors has been made from our side. 

  If you have further questions, we remain at your disposal. 

  Kind regards 
  Customer Relations team 
  Flight Network CA

  Customer response

  04/03/2024

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

   Interesting that Flight network has sent the latest Information from the Booking Process, It does not clearly show that either transaction was completed or not. Where is the actual confirmed completed invoice for the purchase? Again, my credit card company has confirmed that the purchased was for passenger name ***** ********. ** **** **** **** ** **** ** ******** ******* ******* ** ** **** ****** 

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

  Business response

  11/03/2024

  Dear Ms. ********,
  
  Thank you for your message regarding order ******. 
  
  ****** **** ******** **** ** **** ******* **** *** **** ************ *** **** ********** ** **** ***** **** ************** ** *** ******   ****** * ** *** ********** ***** *** **** ********* ***** ** *** ****** ****** *** *** ***** ******** ****** * ** *** ********** ***** **** *** **** *** ******* ****** *** ******* *** **** ****** * ** *** ********** ***** **** * *** ********* **** *** ***** *** **** **** *** *** ***** **** ****** * ** *** ********** ***** *** ******* **** *** *** ******* *** ********* *********
  
  We do however note that a refund has been received from the airline for this reservation and the full amount has now been processed. Kindly allow 3-5 business days before the funds will be visible on your account used upon booking purchase. *** *** **** ********** *** *** **** **** ******** ***** ** ******* 
  
  If you have further questions, we remain at your disposal. 
  
  Kind regards 
  Customer Relations team 
  Flight Network CA

  Customer response

  17/03/2024

  
  Complaint: ********
  
  I am only writing to make it clear that I object to Flight Network's response. You will not be able to fool me into thinking that I made a mistake with my booking. It was definitely a error on Flight Network's side, whether it was a computer glitch or manual error. My credit card company has confirmed multiple times the names in the booking and it was not the charged name it clearly noted passenger names. I also want to make it clear that it was only after I contacted the airline that they granted the refund not Flight Network. **** ** *** ***** ******** ** * ******** ***** * **** ************ * **** ***** **** ******* ***** ******* ***** ********** ** ****** *************

  No need to respond.

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

  Business response

  26/03/2024

  Dear Ms. ********,
  
  Thank you for your message regarding order ******.
  
  We would like to clarify that your credit card company confirmed the name ***** ******** to you because you paid for the booking with your card. However, the passenger's name registered during the booking process. Mr. ***** ****, was different from the purchaser's name.
  
  Please allow us to remind you that our tickets are automatically issued with the passenger details provided during booking. This means that manual mistakes during its issuance are not possible. Any discrepancies between the final tickets and the intended passenger information indicate that incorrect information was provided by you during booking.
  
  Regarding the refund for your ticket, for certain airlines such as Low-cost carrier ****** ********, as the airline holds the booking under the passenger's name, they may not assist a travel agent on behalf of the customer. Therefore, it is highly recommended that you contact the airline directly for assistance with obtaining the refund.

  We can confirm that a refund of 291 CAD, corresponding to your order cost, was processed on 11/03/24 to the original form of payment. We trust you have received it by now.

  If you have further questions, we remain at your disposal. 
  

  
  Kind regards,
  Customer Relations team 
  Flight Network CA

• Initial Complaint

  14/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Feb 2 I tried to buy a ticket through flight network for a flight on Feb 3. Thunderbay to Toronto after purchasing the ticket the ticket change to February 3 to March 3 .I canceled the ticket tried to get the right flight on the right date that I entered but the ticket was now over $1100. And not $246.59. I went to another airline bought the right ticket for $533.00. I waited till feb 8 for my refund from flight network. The refund was for $190.59.. I called flight network to find out why it wasn’t $246.59. I had a **** person named Abhay on the phone, he **** ** ** * ***** *** would not transfer me to his supervisor or anyone else nor could he explain anything to me. I called back and got a nice lady on the phone. And she tried to explain why the refund was only for $190.. didn’t make any sense. I could see a fee if I took the flight or if I had the ticket for a few days. But I canceled the ticket not even 5 minutes after I bought the ticket cause it was the wrong date. And this is at 4 am 4:30am on Feb 2.. so I asked for a receipt for the $56.00 cause on my bill from flight network there is no breakdown of the $56.00 anywhere. The nice lady on the phone from flight network said she would email me the receipt for the $56.00 … still no receipt… * **** **** **** ** * **** *** ** ***** *** ****** ******* * ******* ** *** *** *** * *** * **** **** ** *** *** *** ** *********

  Business response

  15/02/2024

  Dear Mr *****,

  Thank you for your message.

  We acknowledge your complaint regarding your refund for your booking ******.

  Upon investigating your reservation, we note that on February 2, 2024 you purchased your one-way flight from Thunder Bay to Toronto and that straight after you canceled it using a self service option. On February 6, the refund of 190.59 CAD was processed to the original form of payment.

  We would like to highlight that the fee of 56 CAD was not charged additionally and was deducted from the total amount paid, based on our terms and conditions, section 3.5 and appendix 1, which have been confirmed and agreed to at the time of booking. ****** *** *** *********** ***** *** ******** ******* *** **** ****** ********

  In view of the above, there is no further refund that can be processed as we find no error on our end concerning the scope of service we offer and are contractually bound to uphold.

  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.
  

  For any further information we remain at your disposal.

  Kind regards,
  Customer Relations Team
  Flight Network

  
  

  Customer response

  29/02/2024

  Yes hello I would like a receipt for the money that was taken from me from flight Network for the sum of $53. My contract was with Flight Network no body else. And who ever took my $53.00 can give me a receipt for it.. if not .* **** **** ** ***** *** ****** **** *** A receipt or a refund of my $53.00 Is all I'm asking.. you pay for something you need a receipt. It that simple.. thank you *****

  Business response

  04/03/2024

  Dear Mr. *****,
  
  Thank you for your message regarding order ******.
  
  We would like to clarify that you paid 246.59 CAD for your reservation and as the cancellation was voluntary requested by you, our handling fee of 56 CAD was deducted from the refunded amount, in line with our Terms & Conditions **** ************ which you have agreed to have read and understood at the time of booking. The amount refunded to you was therefore 190.59 CAD and we are unfortunately unable to share any receipt which show only the deduction. You have received a proof of payment from us on 15th February 2024, which show the amount you paid and the amount we refunded, which give you the deducted of 56 CAD (246.59 - 190.59 = 56 CAD). 

  If you have further questions, we remain at your disposal. 
  
  Kind regards 
  Customer Relations team
  Flight Network CA

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Flight network was issued a refund that would be given to me or returned to a credit card . I contacted them in end of May 2023 after finding out this is where the money was sent . Everytime I call I am placed on a hold for hours and then told it has been escalated to a diff department and to wait for the refund : obviously this has been 8 months and many hours of phone calls either disconnected or told the money is not on file . *** ****** was the carrier and granted the refund with reciept to myself or the airline ticket and informed and confirmed the money was sent .

  Business response

  16/02/2024

  Dear Ms *****,

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

  Upon investigating your case, we note that the airline had indeed already transferred to us your refund but unfortunately, due to a technical error from our side, we had failed to locate it earlier.

  However, we would like to inform you that we have now managed to resolve this issue and a refund of 1679.10 CAD has now been processed to your account *** ***** ** *** *********** *** ** ***** ********.

  Thank you and we wish you a pleasant day.

  Kind regards,
  Customer Relations Team
  ******** ** *********** **** ***********

• Initial Complaint

  25/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Dec-17-2023 I bought 2 round trip Premium economy airline tickets from FlightNetwork travelling from Delhi to Toronto. Flight. Network sent me the email with the tickets and Order number: ****** but just to verify I checked the tickets on the airline *** ******** website to be sure all is good, to my surprise, on the airline website it showed the tickets were economy tickets and not premium economy. I immediately called Flight Network and explained them that they charged me for premium economy but booked economy tickets. They opened a case and explained them that it is their mistake and they will look into it. Next day they cancelled the tickets and after few days of my persistent calls processed a partial refund. I have been following up ever since and they said the remaining amount of $112.64 is deducted for processing fee. When I questioned that it was not my mistake they agreed and said the remaining amount will be refunded as well. I have called multiple times for the past 4 weeks now and they keep saying they are processing the refund but nothing is happening. I need help!!

  Business response

  26/01/2024

  Dear ******* *******, 

  Thank you for your message. 

  We are truly sorry about the delay and that our handling fee was deducted from the refunded amount. 

  We would like to inform you that we have refunded our handling fee of 112.64 CAD and this was done on 26th January 2024. The funds will clear into your original form of payment within 3-5 business days (*** ***** ** ******* ********). 

  The total order value of 4812.00 CAD have now been refunded back to you in two separate transactions. 

  - 4699.36 CAD / Refunded on 19th December 2023 / ARN: *********************** 

  - 112.64 CAD / Refunded on 26th January 2024 / ARN: ***********************

   We hope this was the solution you were looking for and if you have further questions, we remain at your disposal. 

   Kind regards

  Customer Relations team 

  Flight Network CA

  Customer response

  30/01/2024

  
  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. Although, I had to make several calls to FlightNetwork to get the refund process but one complaint at BBB and they refunded the amount the next day. While I can say the case can be closed, however, FlightNetwork has lost its future business from me and from my family and friends. This should not have taken that long and customer's perseverance to get the money back.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  17/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Dec 12th we booked 3 tickets inbound and outbound through flight network. At the time of booking it showed 23kgsx2 both ways but once payment was made the receipt showed 15xkgs x2 from Kochi to Toronto. Luckily we were checking through both our phone and laptop and as the booking opened a new page the previous window was still open and I could take a screen shot on my phone and laptop, which shows 23kgx2. They first two representative agreed it shows the same when they checked but they said as an investigation is needed I need to wait. I wondered about cancellation as I didnt wanted any trouble but they said they'll charge 150cad for that and as I had proof asked me to wait. A representative called me today after I made many calls lately to them, to tell me we go to the local airlines office in Kochi and ask them or pay at the airport and they will reimburse. We told her we don't live in Kochi and cannot travel and that as multiple airlines is involved we don't want to have any issues at the airport. We asked them to call airline to clarify. She said she'll clarify and get back but instead sends an email saying that it is not a booking error. And to travel we have to pay the additional fees. * **** ** ****** ** ******* **** ***** *** * ***** **** ** ****** **** ***** unfortunately *** ** * ******* I cannot travel now. I've never met such an irresponsible way to deal with a customer. At one point the staff was accusing that the records show that it is not an error. We would like them to take the responsibility of our baggage due to the error caused by their website and all the trouble we’ve been going through so far ***********. If they are not able to get 23kg x3 per passenger back to Toronto we would like them to book us another flight the same day. To get them connected you have to wait in queue for hours on the phone. I have already spent my time talking to multiple people about the same thing. Kindly do the needful so that another passenger needn’t suffer.

  Business response

  20/12/2023

  Dear Mr ********** ******** ****,

  We acknowledge your complaint regarding your baggage. 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.

  Upon investigating this reservation, indeed we note a discrepancy regarding the bag allowance of your return flight and we regret to inform you that it is not possible to amend the luggages as the 2x23kg that was displayed was a technical error of the system. Since we are unable to proceed with such option as intermediaries, we kindly ask you to increase the bag allowance directly with the airline, **** **** from 2 pieces x 15 kg to 2x23 KG. After that, please provide us the relevant invoices to cover the costs of this air extra and we will further review the claim.

  Thank you and we await your reply. 

  Kind regards,
  Customer Relations Team
  Flight Network
  

  
  

  Customer response

  20/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: They had told me over the phone (the staff who sent this email )that it was not an error and that we had to be pay extra fees or contact the airlines. I lost trust as they made me wait for 3 hours on the line and finally call got disconnected after which I called twice after waiting for an hour or more and discussing the issue with different agents each time they put me on hold and disconnected refusing to connect me to a manager. Once I left a voicemail for a callback they called me at 2:00 am, I've screenshots of all the wait times and the calls I made. This should have been a normal booking for us and for the past week I've been going through a lot of stress. I called **** Airlines in Canada and they said the international baggage allowance for North America is 23kg x 2 and that should've been what we should've got. They told us since it's a website error flight network should issue a new ticket stating the correct baggage allowance. * *** ******* ******** *** * ** ***** ** ******* *** **** ***** ** ** ****** ** **** ** **** ******* ********** We do not want to have any concerns when we return or wait at the airport **** *** ******* for issues that could happen because of an error they made. As it is the first time the flight network accepted their error I am afraid if I close this case I'll not get justice. 

  Thank you 
  
  Sincerely,
  
  ****** ********* ****

  Business response

  26/12/2023

  Dear Ms. ********* ***** 
  
  Thank you for your reply. 
  
  We understand your concern regarding the additional baggage allowance and sincerely apologize for any inconvenience caused. Upon your request, we made every effort to add the extra baggage allowance to your reservation. Regrettably, we encountered difficulties processing this request through the airline's reservation portal. To ensure a swift resolution, we kindly ask that you directly reach out to the airline to add the extra baggage allowance to your booking. 
  
  Once you've successfully added the extra baggage and obtained the necessary receipt, please share it with us. We will promptly review the information and process the refund accordingly.
  
  We apologize once again for the inconvenience. 
  
  Kind regards,
  Customer Relations Team
  Flightnetwork CA 
  

  Customer response

  08/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I called **** air and they said they were unable to find the information of the booking. The last time when I called they were able to find the booking information and that’s when they told me about the bag allowance. I’ve already spent more than 60 CAD on international calls for this purpose******* **** ******** ***** **** **** ******** I believe flight network should take responsibility to contact the second airline that we are flying which is ***** Air and get the required information. I called Etihad office and the Toronto to Kochi flight information is showing on their website. As a customer, I am making all the efforts to resolve this issue which should have been the other way around. As mentioned previously they had told me clearly they are unable to make changes of any sort as the booking was done through a third party. Kindly do the needful. 
  Sincerely,
  
  ****** ********* ****

  Business response

  23/01/2024

  Dear Ms ********* ***** 
  

   

  
  Thank you for contacting us regarding the baggage allowance on the flight order ******. 
  
  
  We have again checked your bookings, and we also contacted **** Air to confirm the baggage allowance. Unfortunately it seems that there has been incorrect information on your travel document. 
  
  
  We have investigated all the bookings from the airlines' websites, and it is shown that you have 2 pieces of maximum 23 kg luggage allowance on all the flights. ****** *** *** ******** *********** ** ******* ****. For **** Air we asked them to confirm the baggage allowance by email ***** ** ******** ** ****. You can access your bookings on all the three airline's websites under "Manage my booking" with the references you can find on your travel document. Please note that all the three operating carriers have different booking references, and some of the airlines might require the last names to be written without spaces between the names to access the bookings.
  We apologize for the inconvenience. Please let us know in case of any further questions. Thank you. 

   

  Kind Regards, 
  Customer Relations team 
  Flight Network CA

  Customer response

  31/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Better Business Bureau:
  Firstly I didn’t understand what you meant incorrect travel document info, which has not been the case. This should’ve been clarified at the very beginning instead I was informed all the time *** ******** stating that this is an error from my booking. Especially the staff went on to say that upon checking the screenshot that I’ve sent it looks manipulated and that the airline regulation regarding baggage allowance is never wrong. Also they kept me waiting for 3hours on end to finally hung or get a **** answer. The staff even told me to visit the airline office in Kochi to solve this and insisted that I need to call the airlines personally and that they cannot reimburse or help with anything. 
  After I personally called **** airline is when I got the response regarding the baggage allowance to North America and when I conveyed through BBB you agreed.

  It’s so impolite to just say sorry for the inconvenience, when you owe a proper apology. I spent 60cad in calling the **** customer centre. If not for this platform I do not know how you would’ve treated a customer. When a technical error happened on your website instead of acknowledging it and assisting your client you just kept on accusing the customer stating they’re false allegations. I still have the email of your site stating only 15kg is allowed. For booking air-ticket from your site I had gone through so much those days, when I didn’t know what to do. You’ve to value the time of your customer and inform your staff that disconnecting phone isn’t the way to address a complaint. 
  Thank you 

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

  Business response

  05/02/2024

  Dear Ms. ********* ***** 

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

  We would like to extend our sincerest apologies for the issues that you faced regarding the baggage allowance of your booking. 

  Kindly note that it is our goal to achieve the best possible customer support, however, as we are bound by countless terms, conditions, rules, airline policies and technical procedures, sometimes our actions are limited.

  In regard to our call center, we are doing our best to handle the daily volume of incoming calls as swiftly and efficiently as possible, but our goals are not always met with success. We would like to reassure you that we are taking into highly consideration your claim and your comments in order to avoid similar issues in the future which do not reflect our usual standard of services. 

  Regarding the additional cost incurred , kindly send us a copy of the invoice for the telephone calls which you had to make due to this issue (as indicated for the amount of 60CAD) in order for us to be able to refund this cost as soon as possible.

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

  Thank you in advance. 

  Best Regards

  Customer Relations Team 

  Flight Network CA 

   

  
  
  

  Customer response

  08/02/2024

  
  Complaint: ********
  
  I appreciate the refund for the international call that I made and above all your promise to value a customer’s time and effort in future. My telephone carrier has credited me the rest of the payment as a onetime customer privilege. So the payment that remains is only 31.50 and the taxes for the same. **** ******** *** ******* **** **** ********* Once I receive this payment I’ll rest this claim. 
  Thank you

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

  Business response

  14/02/2024

  Dear Ms. ********* ***** 
  
  Thank you for your reply regarding your order ******.
  
  We have finalized the refund of 46.22 CAD (31.50 + 14.72) back to your original form of payment ****** ** ******* ********* on 14th February 2024. The funds will clear into your account within 3-5 business days. 
  
  We hope this was the solution you were looking for. 

  Do not hesitate to contact us again if you have further questions!

  Kind regards 
  Customer Relations team 
  Flight Network CA

  Customer response

  14/02/2024

  
  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. Thank you BBB. 
  
  Sincerely,
  
  ****** ********* ****

• Initial Complaint

  15/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My flights were changed by *** ****** to be two days earlier with a 10 hour layover. I could not fly two days earlier. I called *** ****** and they said I was eligible for a full refund. I booked one leg through *** ****** and one leg through Flight Network. Flights were cancelled by me on October 23, 2023. *** ****** refunded me the amount for one leg on November 6 and sent a refund to Flightnetwork on that date. Flightnetwork acknowledges that *** ****** gave them the funds to release to me for the cancelled flight. Flightnetwork, despite many calls on my part to them, has kept the money from *** ****** and not refunded it to me. The amount is 1139.27. I have documentation *** **** **** **** *** *** ** *******

  Business response

  19/12/2023

  Dear Ms *******, 
  

  Thank you for contacting us regarding the refund from *** ****** for your flight order ******* We have checked the booking and can see that the airline has indeed sent us a refund of 1139.27 CAD. The amount in USD is 843.14 USD. It has been refunded to you today. 
  

  Please accept our apologies for the delayed handling time. 
  
  Kind Regards, 
  Customer Relations team 
  Flight Network US 

• Initial Complaint

  27/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Flight booked, first flight 3 hours late. causing us to miss connection in vancouver. Have contacted flight network every week for 9 months. No resolution.order number flight network *******  **** *** flight number ****** I have contacted **** ***. They say our money is sitting there waiting for flight network to take it for the refund. I am not sure who has the money at this point

  Business response

  06/11/2023

  Dear Ms *****,
  
  Thank you for your message.
  
  Firstly, we would like to sincerely apologize for the inconvenience caused to you and your family. Upon reviewing your order ******, we note that you indeed contacted us for the refund of your flight, which was delayed by the airline, causing you to miss your connecting flight.
  
  In view of the above, our team reached out to the airline in January 2023. In accordance with the guidance given by the airline's support agent, our team submitted a request for a partial refund. However, as of today, we have not received any funds from the airline.
  
  Kindly note that I have already escalated the case to our concerned team, and they are again in contact with the airlines, requesting information regarding your refund. Our team will contact you with the information as soon as we received it from the airline.
  
  Thank you for your understanding. We sincerely apologize for the inconvenience caused to you by this delay from our side.
  
  Kind regards
  Customer Relations Team
  Flight Network
  
  

  Customer response

  08/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  it has been over 10 months waiting for this. 
  Sincerely,
  
  ***** ****

  Business response

  22/11/2023

  Dear Ms ****,
  
  Thank you for your reply.
  
  Unfortunately, the operating airline took longer time than anticipated to transfer the funds to us. However, now that we obtained the money, we processed yesterday, November 21, 2023, a refund for the amount of 1073.24 CAD to your original form of payment. ****** **** ******** *** ******** ********

  In view of the above, this is done from our end and kindly note that it might take up to 5 business days to be reflected in your account.

  For any further information, we remain at your disposal.
  
  Kind regards,
  Customer Relations Team
  Flight Network

• Initial Complaint

  23/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Booked my flight through flight network, for 22 oct at 4:10 pm from Abbotsford to Calgary. First thing the did changed my flight timing to 10:30 in morning without notifying me, it is my business trip. Also, They charged me extra 45 $ for ticket.

  Business response

  27/10/2023

  Dear ***********,
  
  Thank you for your message.
  
  We acknowledge your request for compensation or a refund for your booking. We have investigated your booking and found that you had booked a round-trip ticket for yourself to travel from Calgary to Abbotsford, leaving on October 20, 2023, at 23:10 and returning on October 22, 2023, at 16:10, with ***** Airlines. 
  
  Our records indicate that you contacted us on October 22, 2023, to request a refund or rebooking, because of a schedule change without prior notification. Our agents informed you accordingly that the schedule change was done by the airline directly and we did not have any influence regarding these changes. We apologize for the incorrect information shared with you.
  
  Following an extensive investigation conducted in collaboration with our technical department, it was discovered that a system issue led to the incorrect flight time being booked on the airline's portal. We deeply regret the inconvenience this has caused you during this challenging situation, and we take full responsibility for this error.
  
  We understand that this situation caused you trouble, however in order to substantiate your claim we request that you clarify if you have purchased new tickets and are looking for compensation for those, or if you have not traveled and are looking for a refund of the original ticket value. We would require the receipts if you are looking for compensation for any expense incurred. Once you revert with the requested information, we will revert to you with our decision. 
  
  Furthermore, we do not see any additional charge of 45 CAD paid to us. So we request you to please check with the airline if you paid these charges at the airport or to them directly.
  
   
  Kind regards
  Customer Relations Team
  Flight Network
  
  

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