Complaints

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

• Initial Complaint

  Date:07/14/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 3, my family and I were supposed to take a flight from ***********, ** to **************. When we went to check in, the ticket agent informed us the airline had downgraded the plane and there were not seats for us. This was out of our control. We had paid for tickets!The best they could do was to book us on another airline, at another airport. They booked us at an airport 2.5 hours away, on a different airline, and with a much later departure time. We therefore ended up having to pay luggage fees (with Contour we were would have been allowed to check luggage for free), gas, and food. These additional expenses totaled $429. When I emailed the airline, they said NOTHING would be covered. I cannot believe that is the case. None of this was within our control. The *** (flight reservation code) is 12UA1A. We are looking for Contour to reimburse the $429 and would appreciate any help in solving this issue.

  Business Response

  Date: 07/14/2025

  Good Afternoon,

  Thank you for contacting Contour Airlines. We sincerely apologize for any inconvenience our downgrade of aircraft has caused. The downgrade on July 3rd was for maintenance issues.

  When passengers are offered and accept an alternate airline and city, Contour advises we do not pay for the ground transport and other airline ancilliary fees such as baggage. The passengers were offered alternate city or we could reschedule on the next available Contour flight. 

  We would be happy to reimburse for meal expenditures during the delayed flight time with itemized receipts. These maybe submitted to our cusotmer care email at *********************************************************************************.

  Sincerely

  ****

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23597763
  
  I am rejecting this response because:

  The agents reviewed the upcoming flights and there were no flights that day, July 3 out of ***********, and they could not guarantee flight availability the following day, July 4, because none of the Contour flights departed July 2 from *********** and they had to still reschedule those passengers as well. 
  
  We were required to be in ** on July 3 due to a previously scheduled appointment. 
   
  We would have made sure to pack carry-on only in order to meet the luggage requirements. We packed this way because we had booked a Contour flight.

  
  This has been a very difficult and stressful experience. We had flown Contour in November 2024 and it was amazing. We had hoped for the same experience. How disappointed we are. We are expecting full reimbursement. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/15/2025

  Good Morning,

  We appreciate the opportunity to review your refund request. Please note that once a flight segment has been flown, it is no longer eligible for a refund in accordance with our fare rules and conditions of carriage. Because Contour provided the alternative transportation and accepted, the flight segment is considered used.

  Please let us know if we can be of further assistance for any additional concerns.

  Sincerely

  ****

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23597763
  
  I am rejecting this response because:
  Im not looking for flight reimbursement but the extra financial burden incurred due to your airline rerouting us at the last minute of check-in.  We initially purchased 5 airline tickets; this purchase was for 5 passengers to be flown from ***********, ** to *******  It ended up being no seats available on that direct flight.  We were forced to travel by personally-owned-vehicle (POV) to another airport in order for us to be at our destination in a timely manner.  Additional fuel, luggage charges and meals were accrued to meet YOUR ERROR.  We had already booked 5 tickets from  *********** to ****** in June, paid in full.  We are, once again, NOT ASKING FOR FLIGHT REIMBURSEMENT, but reimbursed for additional required fees to meet your scheduling error.
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/15/2025

  Thank you for the clarification. When passengers are asked if they would like to take alternative flights to alternative cities, the Stations advise ground transportation costs would not be covered. As advised in the previous email, with itemized receipts we will review the food reimbursement.

  Sincerely

  ****

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23597763
  
  I am rejecting this response because:

  
  We were told by the ticket agents in *********** we had no other options than to take the flight out of ******. We were also told by the agents that these additional expenses should be covered, we just had to file for compensation with ***************** We did not realize it would be this difficult. 
  

  We also never were told in advance that there was going to be an issue with the flight until we arrived at the airport to check in. No advance notice was given.  
  

  We also were delayed 5+ hours in our arrival city of ************** 
  

  We are not asking for anything additional to be covered, just the expenses this involuntary disruption caused. We have the right to be asking for more. According to the ****************************, since we were delayed over 5 hours we are entitled to 400% of the one way fare which we are not even asking for. 

  
  We feel it is a reasonable expectation under an airlines obligations. This was a significant disruption to our travel plans. We are expecting reimbursement of $429. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/16/2025

  Good Morning,

  As stated in our previous communication, when passengers elect to take alternate transportation from a different city, we advise before hand that we do not cover the costs of the transport expenses. We also do not cover the costs for other airline baggage costs. 

  Please note that our policy does not provide reimbursement for ground transportation to or from an alternate airport. We understand this may have caused added difficulty, and we apologize for any disruption this may have caused to your travel plans.

  Sincerely

  ****

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23597763
  
  I am rejecting this response because:

  
  We did not elect, we had no other choice. And we were so delayed in ** we missed appointments. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 5th: My luggage was delayed for three full days. During that period, I incurred essential and verifiable expenses in ****, ****, where I had prepaid outdoor activities (hiking, horse riding, etc.) and no access to my belongings. expenses totaled $526.78.Contour Airlines has only approved $210.59, without providing a complete explanation for denying key items, and has refused to reimburse clothing that was essential for my prepaid activities, including hiking boots and jeans required for horse riding. This is despite DOT guidance stating passengers are entitled to reimbursemen Violations and Concerns:1.Failure to Provide Adequate Reimbursement for Essential Items:Despite submitting receipts and justifications, Contour Airlines refused to reimburse critical items needed for safety and comfort during outdoor excursions (e.g., hiking boots, jeans)2.Lack of Transparency and Conflicting Information:I was told all clothing had been reimbursed, which was false. I also asked whether a 30% depreciation was applied across the board, but Contour could not confirm whether or how it was applied.3.Delayed Notification Impacting My Ability to Avoid Purchases:I did not receive confirmation that my bag had been found until 9:30 PM, June 7, by which time all stores in **** were closed. My horse-riding activity was scheduled for the next morning. The timing left me no choice but to purchase the required attire in advance. Despite explaining , Contour refused reimbursement for those items.4.Unrealistic Customer ************************************ position implies passengers should forgo prepaid, non-refundable excursions or remain idle without proper attire until bags arrive. This is neither reasonable nor consistent with DOTs consumer protection principles.5.Inability to Return Items:I submitted evidence showing that stores in **** did not accept returns. This means I was unable to avoid the purchases or recover the fundsagain, a circumstance out of my control.

  Business Response

  Date: 07/01/2025

  Ms. **** ************ did have a delayed bag from her connecting flight from United EWR to DEN and connecting to Contour DEN to CNY on 06/05/2025. The delayed bag file was closed out on 06/07/2025. 

  We approved change of clothes, toiletries and the hiking boots. The boots were originally not approved due to being a sports item. Per our Contract of Carriage, we do not cover sports items. As a goodwill gesture the boots were covered at a depreciated rate.

  Ms. Mccorkindales claim was approved for a total of $210.59 and we did explain that we covered the following items: We have approved the two shirts, two shorts, undergarments, retainer and shoes. We asked for a good mailing address so we may forward her claim to our ********************* and we never received that information.

  Sincerely

  ****

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23542434
  
  I am rejecting this response because:

  I have indeed just recently asked what information they require to pass on my compensation and have not received a response via email back yet. 

  Contour airlines have never explained the reasoning behind any items not approved  after multiple times of asking, especially considering they have approved items from different dates but not all other items on those dates. Additionally, why would they approve the hiking boots but not the hiking socks? There is also no explanation why they would not approve items for pre-booked activities which is  clear from the ****
  

  Overall, there is no clear reasoning to what they deem is reimbursable and seem to decide on the day what they feel like reimbursing, especially considering they cannot even confirm what their previous colleagues have or have not responded. As per the email from ******* in the thread, she approved all clothing items which was untrue.
  
  Sincerely,
  
  **** ************

  Business Response

  Date: 07/02/2025

  Good Morning,

  We have asked for a good mailing address to complete the reimbursement. 

  Sincerely

  ****

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23542434
  
  I am rejecting this response because:

   

  I still did not receive this communication back via my latest email, however I have provided this on top of my last email. I would appreciate the respect of having clarification of why the other items were declined (especially the hiking socks for the hiking boots? Considering the lack of logic) as you continually refuse to explain why only 40% of the costs were approved.
  
  Sincerely,
  
  **** ************

• Initial Complaint

  Date:06/23/2025

  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.

  I was booked on a flight from *********** (***) to ****** (DEN) on May 26th. The flight was scheduled to depart at 2:50pm, but over the course of nearly seven hours, it was delayed five times before finally being cancelled at 9:28pm. The reason was for mechanical/equipment issues. During the seven hours, we were repeatedly told "a plane is coming, we never cancel flights, and if it does cancel, there will be a makeup flight in the morning". When the flight was cancelled, we were informed that there would be no makeup flight the next day. We were told there were 2 seats on a flight the following morning to *******, or "maybe" we could be put on a bus to ************** where there may be a flight the following night. Because I was stranded in the desert and no real option of getting to my destination was provided, I was forced to rent a car and drive 375 miles to ******. When asked if Contour would reimburse me for the car or fuel, I was flatly denied as a matter of company policy. I am requesting that Contour honor my request for reimbursement for rental car and fuel. This is the least that they could do. Not only did this ordeal cost me for a rental car, it cost me a day of work that I was forced to miss, lost sleep, and time.

  Business Response

  Date: 06/23/2025

  Good Afternoon, 

  We understand how frustrating and stressful this situation must have been and the challenges of being in a remote location. While we regret the impact this disruption had on the passenger's travel plans. Contour Airlines does not reimburse for outside expenses such as rental cars or fuel when passengers elect to cancel their travel and arrange alternate transportation.

  Since the flight was cancelled,the passneger is entitled to a refund for the unused portion of your ticket. Since the booking was made through a third party, The passengerrs will need to contact  the third party directly to initiate the refund process for the unflown segment.

  Thank you

  ******

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23506023
  
  I am rejecting this response. It implies that I chose to take on these costs. There was no choice. I did not elect to be stranded in the desert with no other options. This was a failure of Contour and a result of their inability to deliver the service they offered.
  
  Sincerely,
  
  Orion ****

• Initial Complaint

  Date:06/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 9, 2025, I flew Contour Airlines Flight 3087 from ************** to *******. Due to a same-day flight delay, I was told I arrived too late to check my bag. I began transferring items to my carry-on when a Contour agent said that if the bag fit in the carry-on sizer, I could take it. It fit, and I was instructed to leave it at the bottom of the aircraft stairs. I was not informed that I would need to retrieve it plane side or that it was being treated as a gate-checked item.Upon arrival at *****, there was no signage or instruction about gate-side pickup. When I asked, I was told the bag had not been brought to the deplaning area. I waited for hours at baggage claim and left the airport at 4:30 PM. The bag has never been returned. It contained essential business and personal items. I made multiple follow-ups over several days.Contour later invited me to submit a reimbursement claim. I submitted full documentation for reimbursement as instructed and followed up twice by email. I received no acknowledgment. Instead, they replied that they do not review reimbursement claims until the file is closed, despite the bag being unaccounted for for more than two weeks. They have not confirmed my claim submission or responded to my follow-ups.They now state the bag was a courtesy gate-checked item and should have been picked up plane side, contradicting what I was told at boarding and what I attempted at arrival. Additionally, they are stating it is too soon to make a claim despite the fact that they emailed asking me to submit a claim, stating that the luggage was lost. I am seeking BBB support to hold Contour accountable to their responsibility under *** lost baggage regulations and to compel them to acknowledge and process my reimbursement claim.After 48 hours of no response, and 10 days since my bag was lost, I have also filed a complaint with ***** today.

  Business Response

  Date: 06/18/2025

  Good ************************************ ***** did arrive late for check in and for baggage check in for the *** to ORD flight. The *** Station Manager confirmed that Ms. ***** was advised that the late checked bag would not make the flight, however *** was able to search the bag and marked it as a gate checked bag. The bag did successfully make the flight and would have been picked up planeside in ORD.

  The delayed baggage file is still in open status and is actively still being searched for by the ********* Once ORD has confirmed the bag is not found then Contour will take the next step.

  Sincerely

  ****

  Customer Answer

  Date: 06/19/2025

  After three attempts at follow up this week, and no communication from Contour - they finally replied out this morning this this: 

  Good Morning,
  Thank you for your patience while we still continue to search for your bag.
  I have reached out to the ORD Station Manager who is actively searching this for you. Once we receive confirmation from ORD that they are not able to locate your bag, we will proceed.
  Sincerely
  ****

  Here is my response to **** along with a screenshot from bagagent on June 14 telling me to start the claims process:

  Dear ****,
  Thank you for your message.
  To clarify, on June 14, I received communication from Bag Agent stating that my items had not been located and that I was invited to begin the claims process at that time. I submitted my complete reimbursement claim via email, per Contour's instructions, and have followed up multiple times without acknowledgment.
  It has now been over two weeks since the incident. I appreciate that ORD is continuing the search, but at this point, the bag is still missing and the claim process remains unacknowledged. I would like to confirm that, in accordance with DOT baggage liability guidelines, my reimbursement claim for $4,318.31 will be formally reviewed without further delay.
  Please confirm whether my submitted documentation has been received and that reimbursement processing will proceed regardless of internal file status, as the bag remains unreturned.
  Sincerely,
  ***** *****
  ***************************************
  ************

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23484681
  
  I am rejecting this response because:

  This response contains absolutely false information.  The flight from **** to ORD was delayed from 8 am to 11 am, we were informed of this by a 2 am text with no further follow up communication on check-in times. I will attach the only text we received. We arrived at the airport within the 45 minute time frame that we were given for the first flight time.  When we arrived we were told they were no longer checking bags.  When I began transferring items from our luggage to my backpack and carryon, I was told to hold up, The contour employee said if I would put it through the carry on TSA check and it would fit, I could take it.  I did that and it passed.  I was wheeling my luggage outside to the plane and the Contour employee stated that I should leave it at the stairs and they would put it in Cargo. NO other communication or instruction was given.  We checked for about three hours plane side and at the luggage carousel, we arrived at *** at 12:30 and left the airport at 4:30. We called customer service and went to ********************** counter, met with the OrD Contour supervisor, Sayed.  We have done our part to find our luggage. We did nothing wrong.  My biggest issue is that we received a notice from bag agent stating it was time to start a claims process.  When I submitted the claim as instructed, I was told it was too soon to submit the claim.  Then Contour quit responding to me for 48 hours.

  I have had to pay for items in ******* for my personal use and business travel and then had to come home and beginning ordering and replacing the items from my luggage so I could travel on another trip. 
  

  I understand luggage loss happens.  There is no excuse for poor customer service.  With *********************** complaints, Im quite certain this is not an isolated issue for Contour airlines.  The fact that the airline is trying to redirect responsibility is disheartening.  
  

  Also note the photos on the flight home.

  Sincerely,
  

  
  ***** *****

  Business Response

  Date: 06/21/2025

  Good Evening, 

  Our cabins do not have the capacity to hold the standard carryon luggage in our overhead bins. Any carryon that does not fit would be left planeside and then claimed planeside. This is announced in your boarding announcements. Given the late check in time, if the passengers arrived after the boarding announcement this could have been missed. We have spoken to the passenger via email and over the phone regarding this claim. We are actively working to reunite this passenger with this bag. We will reach out once we get an update from the station. 

  Thank you

  ******

  Customer Answer

  Date: 06/24/2025

  We did attempt to pick up the bag planeside. It wasnt there and we were told by a customer *** on the phone, that it was just late, but headed to the carousel She told us all Cape luggage was late, but headed that way.  She specifically said two other customers were frustrated and waiting as well.  No announcement was made prior to either Contour flight we took.  We fortunately knew to check though.  We also checked at the Contour counter and tried to talk to someone and the counter was unmanned all four times.  We were told by other airline attendants: they never have anyone there.  In an airport like ORD, its hard for me to believe there is nobody onsite to assist.

  Also of note, we were not late for check in, nobody had boarded the plane, we all stood in a room together and waited to board the plane.  On the way home to ****, the flight attendant did mention, prior To landing, that passengers were who gate checked should pick up planeside.  Of course, we had no luggage to bring home.

   

  in my latest phone call with ******, she informed me that the claim would stay open for the next 30 days and then we would be ineligible for any reimbursement because it was a gate checked bag.  This is obviously out of compliance with *** regulations, we were never told it was gate checked, and unacceptable.

   

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23484681
  
  I am rejecting this response because:

  We were not late for check in. All passengers boarded the plane together. No such announcement was made.  Regardless, we checked planeside.  No bag was left there. We went to the carousel, as advised by customer service on the phone.  Then we went to Contour Counter four different times and nobody was ******* the counter. We were told by another airline that they often dont have a person available to help form Contour.  When o called on Friday to check about the status of the claim, the manager (******)  told us that it would be 30 days before they consider the claim closed and at that time, we would not be eligible for reimbursement, because our bag was gate checked.  None of this is accurate according to *** regulations and the 30 days time frame is unheard of.  We have had to purchase items for business meeting in *******, personal items and essentials in ******* and then had to come home and replace luggage and items from suitcase because we were leaving on another trip and those items were needed.  This has been such a mess and the customer service is pitiful. The thought that we will be out a few thousand dollars due to luggage lost is unacceptable.
  

  We were not late for check in, our bag was handed to us after TSA check. We wheeled to the stairs of the plane and then it was taken from us and put in cargo along with all the other bags.  There was no point when we were given a tag or any other instructions.  The customer service agent told me (on that day) that there were at least two other people missing their luggage from the ***************************.  She stated we have been told that the bags are en route to the luggage carousel and should be there in the next 15 minutes.  We waited for three hours and no luggage ever arrived. Bottom line, we stayed at the airport and left no stone unturned and we still have no bag.

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

  Business Response

  Date: 06/25/2025

  Good Morning,

  Ms. ***** ***** arrived at 10:38 AM for a 11:00 AM departure from CGI to ORD on June 9th, 2025. The bag was a gate checked bag as a courtesy due to the cut off time being 10:30 AM for check in and bag check in.

  We opened a courtesy delayed bag claim file, when passenger did not claim bag at the gate in ***. We continued to actively search for her bag in ORD with no success.

  Sincerely

  ****

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23484681
  
  I am rejecting this response because:

  We were never told there was a courtesy gate check.  We did not want a courtesy check.  When we were told we were too late to check a bag, I was putting my items in my backpack and was told if it would go through ***, I could just take it.  
  

  When we arrive in *******, We went plane side to check and there was no bag. We went to airport baggage claim and it wasnt there either. When we called customer service they said it was enroute to baggage carousel.  We waited there for three hours and checked both locations.

  We have been told (until this message) that they would look for my bag until July 9 and then we would settle our claim.  
  

  According to *** regulations, they airline took control of the bag and were responsible for iit regardless of the type of check.

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

  Business Response

  Date: 06/25/2025

  When the delayed baggage file was created on June 9th, 2025 HDQLF06269252 it has always been created as a courtesy as our Contract of Carriage states Contour is not liable for gate checked bags.

  Sincerely

  ****

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23484681
  
  I am rejecting this response because:

  Our bag wasnt gate checked. It went through *** check right in front of us and was taken from me at the bottom of the plane steps with no explanation.  The employee was nice, but just said he was adding to cargo. No tag was given, no further announcement or explanation.  You took custody of our bag without proper security checks or documentation. We never got it back.  While you may call this a courtesy, it wasnt anything we asked for our required. You took custody of the luggage and you were responsible for it.
  

  I will continue to file complaints with the *** and BBB until you all accept responsibility.  

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

  Customer Answer

  Date: 07/02/2025

  Contour continues to give conflicting information about the resolution of this case.  Stating they arent responsible for Gate checked bags. However, in looking at their contract of carriage, I find no such information and I do see that they were supposed to provide a tag that was specially designed for gate checked bags. As you can see of correspondence with them about this and to no avail, they have responded that they dont provide tags for gate checked bags and that I would have to wait the 30 days in order to get any sort of help with this.  The 30 days will now fall over the weekend, and I havent heard anything from them on my last two messages. I have filed two complaints with the **************************** as well as this complaint with you. 

  Customer Answer

  Date: 07/02/2025

  Contour continues to give conflicting information about the resolution of this case.  Stating they arent responsible for Gate checked bags. However, in looking at their contract of carriage, I find no such information and I do see that they were supposed to provide a tag that was specially designed for gate checked bags. As you can see of correspondence with them about this and to no avail, they have responded that they dont provide tags for gate checked bags and that I would have to wait the 30 days in order to get any sort of help with this.  The 30 days will now fall over the weekend, and I havent heard anything from them on my last two messages. I have filed two complaints with the **************************** as well as this complaint with you. 

  Business Response

  Date: 07/10/2025

  We truly understand how frustrating and stressful it can be to arrive at your destination without your bag, and we sincerely regret the inconvenience this has caused. After carefully reviewing the situation, the passengers were unable to  check their luggage due to a late arrival at the airport, and the circumstances surrounding the gate claim fall outside the scope of our liability as outlined in our Contract of Carriage.
  That said, we took the extra step of filing a courtesy claim on the passengers behalf and have actively worked with all stations involved in an effort to locate and return your bag. Despite our best efforts, the bag has unfortunately not yet been located. Please know that we remain committed to doing all we can to resolve this matter.

• Initial Complaint

  Date:06/02/2025

  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.

  5/26 spent in the ****************** for 14 *********** vacation was completely destroyed by your inability to provide safe & transportation and further still, transparent communication to your passengers. Your gate agent hiding behind the desk taking an actual NAP without as much as a simple update exemplifies the service or lack thereof provided. Flight scheduled to depart at 11:30 am gets delayed 20 minutes then an hour. Finally boards at 2 pm for all of us to sit an hour in blazing heat - zero air conditioning- at the highest temps of the day in ******* . Deplaned due to mechanical issues90 minutes later 2nd plane arrives for us to board. Again deplaned after 45 minutes due to mechanical issues. We are not given meal vouchers, water, nor updates of any kind. Requests to change flights or receive an actual update fall on deaf ears. there is not a soul in sight to assist. Departure continues getting moved back no actual time of departure same gate agent now needed to move the bridge for passengers to board the plane on and disappears for an hour again. At this point, we are told good news youre gonna see the plane start to fly, but you wont be on it because theyre gonna test it to make sure its safe for actual passengers to get on it Plane disappears for about 60 minutes. Several more hours with no update. The gate agent is now being asked to move the passenger bridge to the plane again so vanishes again it is almost 10pm and finally they call it. Cancelled. Retrieve bags & have to pay for **** to bring us home. This was utterly unacceptable and irresponsible. We are also told oh Save any receipts you have for meals that those would be reimbursed. Now during this fiasco there was no gate agent to tell us any of this before as they disappeared for hours at a shot. No one has receipts. Everyone uses ***** Pay. These screen shots apparently are not going to be accepted by Contour Airlines Unsafe is an underestimate.

  Business Response

  Date: 06/02/2025

  Good Afternoon,

  Ms. ****** ******* and *** **** ******** were booked on LF3344 PHX CNY on 05/26/2025. This flight canceled due to maintenance issues. A full refund was processed on 05/27/2025 to go back to the original credit card used. We offered voucher compensations for the canceled flight and Ms. ******* denied the compensation. 

  We offered to reimburse for meals with itemized receipts. This was advised at the airport by our ************ and aligned with all other airline standards. The receipts provided were only screenshots of bank transactions. We will be more than happy to reimburse for the meals once the receipts are submitted. 

  Sincerely

  ****

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23406659
  
  I am rejecting this response because:no one was available to tell us about the receipts. You had NO AGENT for hours we were not informed  of any meal offerings, reimbursement nor water offered and were were at the airport with multiple gate changes for over 14 hours. We have included screen shots of our credit card food purchases during this miserable experience and filed *** complaints as you had TWO planes with maintenance issues 

   

  this is unacceptable and respectfully request our meals and voucher values be issued back to my AMEX card as we have done our due diligence while this unsafe airline argues with us over ***** insanity 

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

  Business Response

  Date: 06/16/2025

  Good Morning,

  We have reached out to Ms. ******* asking for a good mailing address for the meal reimbursements which she provided on June 13th and her reimbursement claim for the meals was submitted to our ********************* on June 13th. 

  Sincerely

  ****

• Initial Complaint

  Date:05/16/2025

  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.

  Contour Airlines lost our bags, so I emailed them for reimbursement. They said they'd pay a fraction of what the *** says they should cover. I asked for more info, and now they refuse to contact me (or even pay the small denomination they said they would). I feel like I'[m being taken advantage of because all they have to do is ignore me. I could really use someone in my corner to help me out. None of what I'm asking for seems irrational, and further, the company said they'd even pay me for the problems they caused us! Now they won't help at all.

  Business Response

  Date: 05/17/2025

  Good Morning,

  Thank you for contacting Contour Airlines. Passenger Mr. ****** had delayed bags for 2 adults and 1 infant. The bags were delayed less than 24 hours. We approved a total reimbursement of $184.00 for the receipts submitted for change of clothing for each passenger for the length of time the passengers were without their bags.

  Mr. ******** claim was forwarded to out ********************** where they will mail a check to the address Mr. ****** provided.

  Sincerely

  Gina 

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23342190
  
  I am rejecting this response because the bags were lost longer than 24 hours. I can pull my ******* call logs to prove that Deb ************** did not get us our bags within 24 hours of our arrival, which your team continues to state. I also requested a list of what your team deems necessary/reimbursable, which your team still has not done. At this point, $186 is an arbitrary number your team has landed on. The *** is very clear on it's guidelines for airline responsibilities which state, "Airlines are not allowed to set an arbitrary daily amount for interim expenses.  For example, an airline cannot have a policy that they will reimburse a passenger up to only $50 for each day that a passengers bag is delayed."

  I feel like I'm being forced to fight tooth and nail for real expenses that were incurred as a result of your team losing my families bags. In an effort to mitigate additional hours of back and forth, and continued efforts on both our part, I propose we meet in the middle of both out offers. My expenses were $1,077. You're offering $184. I will agree to a settlement of $630. If not, then I will need to continue to pursue the full denomination of my family's incidental expenses as a result of Contour losing our bags. 

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

  Business Response

  Date: 05/20/2025

  Good Morning,

  Please see attached bag file for ******* ****** time stamped from the time the file was created from the time the bags were delivered. Bags were delayed less than 24 hours. We have reviewed the bag claim and as advised we reimbursed deemed reasonalble and essential items only.

  Sincerely

  ****

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been issued flight vouchers from Contour Airlines. I fly out of *********** **, into ************ **. I attempted to book a flight to see my granddaughter and my son over father's day week/weekend. I was unable to book online for this time frame or ANY other time frame. I than contacted customer service on 5/4/2025 to be informed the airline no longer flies into ************ from *********** NY, and informed they fly into D.C, I asked why I was not notified, and customer service apologized. This does not rectify my heard earned money paid to Contour Airlines. I asked for a refund as I can NOLONGER use my vouchers. The representative told me I can fly into D.C instead! I asked if another airline would honor my voucher, the answer was no. I then asked again for a refund, and I was told to contact via email customer service. I contacted customer service via email and the representative said it was my problem as the reason I was given a voucher is because I voluntarily canceled a scheduled flight, and the ticket was non refundable. I then informed the agent it was non refundable to fly from *********** to ************ , a service they no longer offer. I asked again for a refund. She said , "NO SIR".. ******** you will see the chain email. Also attached you will see the flight vouchers and numbers.

  Business Response

  Date: 05/07/2025

  Good Afternoon,

  Mr. ****** was provided a one time exception and was refunded for the unused flight vouchers.

  Sincerely

  Gina 

  Customer Answer

  Date: 05/07/2025

  see attached email. I have been notified that I will be receiving a full *********
  
  
  ****** *******
  
  
  
  
  
  
  
  
  
  
  
  CcBcc
  
  
  
  
  
  
  On Mon, May 5, 2025 at 5:18?PM ****** ******* <**************************************************************************************> wrote:
  
  Good Afternoon,
  
  
  Thank you for contacting Contour Airlines. 
  
  
  As a one-time exception we have refunded your card ending in **** the voucher amount of $60.01, $20.00 and $120.00 and $118.00. These were booked on separate transactions because you have made multiple volunteer changes to this original reservation.  Please see all your credit receipts below:
  
  
  
  
  
  
  Sincerely
  
  ****** ****************************** Manager
  ****************************************************************** dba ********************** Airlines
  ****************************************************************************************
  ************ Customer Care
  Visit us at ************************************** 
  
  
  
  
  
  From: ***** ****** <******************************>
  Sent: Monday, May 5, 2025 1:52 PM
  To: DL Info <***************************************************************>
  Subject: Refund Exception approval for Flight Vouchers based on failure to notify no longer flying into *************
  
  Some people who received this message don't often get email from ******************************. Learn why this is important
  CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  On May 4, 2025 I attempted to book a flight from *********** ** into ************ encountering problems, leading me to contact the airline to book a flight. It was at this time I was informed via email, and phone conversation that as of May 1, 2025 Contour no longer flies into ***** from ***********, only D.C. 
  Based on this, and no notification of the change, I humbly ask for a refund for vouchers, as I have no purpose or need to fly into D.C. My vouchers, which I will supply you with, total $318.01. This is a hard blow financially. My last flight that I had to cancel due to a family emergency, I was assured the vouchers would be good for a year to fly my route. Please see attached voucher info.
  Your assistance in this matter is beyond appreciated.
  Sincerely
  ******* P ******
  ************************
  *************, ** 12962
  ************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Send
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  ***** ****** Mon, May 5, 5:46?PM (2 days ago)
  
  Thank you so much for your help and understanding.SincerelyRandall ******
  
  
  ***** ****** 6:57?AM (11 hours ago)
  
  Good morningCould you please advise me when the refund will be issued. I am just concerned as nothing has appeared in the card ending in 2152RegardsRandall Patr
  
  
  ****** *******
  7:23?AM (10 hours ago)
  
  
  
  to me
  
  
  
  
  
  
  
  
  
  
  May take 3-5 business days.
  
  
  
  
  Sincerely
  
  
  ****** ****************************** Manager
  ****************************************************************** dba ********************** Airlines
  ****************************************************************************************
  ************ Customer Care
  Visit us at ************************************** 
  
  
  
  
  From: ***** ****** <******************************>
  Sent: Wednesday, May 7, 2025 5:57 AM
  To: ****** ******* <**************************************************************************************>
  Subject: Re: Refund Exception approval for Flight Vouchers based on failure to notify no longer flying into Philladelphia
  
  You don't often get email from ******************************. Learn why this is important
  
  
  
  
  Thank you for the update.
  Thank you very much.
  Thank you for your assistance.
  ReplyForward
  Add reaction

  Business Response

  Date: 05/08/2025

  I am sorry to hear the passenger has rejected the refund. This has been processed to the passengers credit card and cannot be reversed. No other options will be offered to the passenger.

  Sincerely

  Gina 

• Initial Complaint

  Date:02/28/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contour airlines has the worst on time record of any airline in the industry. I was delayed 3.5 hours from *********, wv to my connecting city. The overhead bins do not accomodate any roller bags. I had to gate check my bag. We arrived 3.5 hours late for my connecting flight and I had 15 minutes to get to my connecting gate. I waited in the jet bridge to collect my bag. I first hand witnessed the baggage handler drop my bag while loading it off the plane, causing a crack and large dent in the bag. Because of the delay, I told the gate agent what had happened but I had no time to file a complaint. She informed me to call customer service and document the damage with photos. I followed all of these protocols and called and emailed customer service upon my arrival to my final destination. I was told by the agent to provide photos and I was assured they would compensate me for my damaged bag. I then went around in circles over several months of back and forth with customer service. They then refused to compensate me for the damage to the bag because I took a connecting flight and they demanded I contact that airline, even though they had NOTHING to do with the damage. I complied and as expected, the airline thought Contour was insane for insisting they would be responsible for an incident in which they had no involvement.Contour is a inferior airline, just look at their ratings online and on BBB. Stay away. They take no responsibility for their customers safety, personal belongings or any damage to personal belongings and they certainly do not value customer service or doing what is right when they are responsible for damage.

  Business Response

  Date: 03/01/2025

  Good Morning, 

  Im truly sorry to hear about the damage to ***** Lims luggage. We understand how frustrating this situation must be, and I sincerely empathize with the inconvenience it has caused.
  Id like to clarify that ***** contacted our ************* team in October regarding the damage from a July reservation. However, our contract of carriage specifies that claims must be submitted within 4 hours of arrival, and since the claim was made several months later, we were unable to process it due to this policy. I understand this may be disappointing, and I regret that we are unable to assist further in this instance.

  Thank you

  ******

  Customer Answer

  Date: 03/08/2025

  Contour airlines response is factually incorrect, again another attempt by the horrific customer service team to change and lie about the facts. I contacted their customer service via emails and phone the day of the incident on July 14th, 2023 and then had several interactions thereafter regarding the issue as no one from Contour was taking responsibility for the issues. The *** who responded noting November 2023, that was a ***eat follow up from my initial July 2023 request for help. It is now March 2025 and I have been dealing with this since July 2023, that gives you a sense of the incompetence of their customer service :)

  Customer Answer

  Date: 03/08/2025

   
  Complaint: 23005647
  
  I am rejecting this response because:

  Contour airlines response is factually incorrect, again another attempt by the horrific customer service team to change and lie about the facts. I contacted their customer service via emails and phone the day of the incident on July 14th, 2023 and then had several interactions thereafter regarding the issue as no one from Contour was taking responsibility for the issues. The *** who responded noting November 2023, that was a ***eat follow up from my initial July 2023 request for help. I ask them to check their records (unless they destroy and alter historical evidence) and they will see I ***orted the incident immediately after the incident and was given a nonsensical excuse that I needed to ***ort a claim with the last flown airline - which I did and was refused since that airline no involvement in the incident.

  It is now March 2025 and I have been dealing with this since July 2023, that gives you a sense of the incompetence of their customer service :).

  Sincerely,
  
  ***** ***

  Business Response

  Date: 03/10/2025

  Good Morning,

  After thoroughly reviewing Mr. **** damaged bag case, we asked for the damaged file number from Mr. *** when he reported the claim on the day of travel and no file or claim was started until October 2023. As previously mentioned in our several correspondence with Mr. *** our Contract of Carriage states damaged bag claims must be made immediately upron arrival at the station and passengers have up to 4 hours to file a claim.

  Contour Airlines has denied this claim due to the time frame. 

  Sincerely

  **** L

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23005647
  
  I am rejecting this response because:

   

  **** L is a liar. **** L, why dont you provide the screenshots from your email back and forth? You told me to go back to the last airline I flew during my connection. They wouldnt give me a claim number because they had nothing to do with the damage. Your airline refused to provide me with a claim number despite calling your customer service agents immediately when I happened and being told to send photos and an explanation of what happened because they kept insisting I needed to file a claim with an airline that was not a party to the damage  

  I hope the world is seeing how dishonest and fraudulent Contours and Ginas actions are. She is making things up and has revisionist history to benefit her claim. Send the world the evidence the back your assertions. And no manufacturing of emails that dont exist.
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 03/11/2025

  I have attached a copy of the email from Mr. *** dated October 2023 3 months after Mr. **** travel date. I have also included a copy of our Conract of Carriage that states passengers must file a claim within 4 hours of arrival. Contour will not be liable for the damaged bag due to the time frame. This is our final decsion.

  Sincerely

  **** L

• Initial Complaint

  Date:02/26/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  If you have children and will be traveling with a car seat, DO NOT FLY Contour Airlines. After losing my daughters car seat on Sunday 2/23, not being able to pick up the carseat until the next day 2/24/25 after being found the night of 2/23/25, the Parkersburg managment acting as though I was a burden and told to contact customer care with issues after DESTROYING my daughters car seat they have chosen now not to replace said car seat. I specifically asked for paperwork the night before and when I picked up the car seat and she advised there was nothing they had to do on their end. When I contacted customer support they advised that *********** said I never tried to report an issue. They also never filed a delayed ticket the previous day with my missing car seat and now contour is saying I didnt file in a timely manner to avoid reimbursement. Now, not only did I have to purchase a new one to get ******* home but my very recently purchased car seat has to be replaced!

  Business Response

  Date: 03/09/2025

  Passenger ******* ***** traveled on LF3402 CLT PKB on 02/23/2025.The delayed bag file number that PKB Station Manager filled out was under file PKBLF40836823. The notes entered on the date of travel for the delayed bag was due to late check in at CLT and *** inspections the seat could not be put on the original flight. It would be put on the next flight the same day.

  When Ms. ***** arrived in PKB she was offered the loaner car seat that *** offers until her car seat arrived. Ms. ***** denied this stating they had another car seat. The car seat arrived on LF3404 the same day and when the car seat was picked up from the station no mention of any damage was reported until the next day. Per our Contract of Carriage, the passenger must report within 4 hours. 

  Sincerely

  **** L

  Customer Answer

  Date: 03/10/2025

  They LIED. I did report damage within 4 hours of pick up! I have attached the email for proof. 

  Customer Answer

  Date: 03/10/2025

  They LIED. I did report damage within 4 hours of pick up! I have attached the email for proof. 

  Customer Answer

  Date: 03/10/2025

  They LIED. I did report damage within 4 hours of pick up! I have attached the email for proof. 

  Business Response

  Date: 03/13/2025

  The PKB Station Manager stated the car seat arrived on LF3404 CLT PKB on 02/23/2025. The car seat was picked up on the morning of 02/24/2025 and no mention of any damage was ****** to the airport staffs attention when picked up. Ms. ***** sent an email in the afternoon on 02.24.2025 asking for reimbursement for the delayed car seat and damaged car seat after she had picked up the seat. She then went back to the *********** later after 5:00 PM.

  Contour will not be liable for the damaged seat. 

  Sincerely

  **** L

• Initial Complaint

  Date:01/23/2025

  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.

  I booked a round trip package from *** to ******* for January 23rd 2025 via ************* for Contour Airlines. The trip was booked for two adults (myself and my sister) and my three children ages 4, 2, and 7 months. I received confirmation via email and assumed everything was fine. The night before the trip (January 22nd) I received an email from Contour stating that my two year old would not be considered a lap infant and would need his own separate ticket purchased. I was unable to purchase a ticket for my two year old son without also having to purchase a ticket for an adult to accompany him. Contour instructed me to reach out to Priceline where I was told only contour could issue the refund or some form of credit. I worked with a Priceline supervisor (*****) to resolve the issue but I was sent back and forth with no resolution. Im seeking a full refund due to missing my flight because of contours failure to inform us of their infant policy. My two year old was the only individual unable to check in for the flight so we never made it to our destination. The customer service representatives did everything they could to help but contour is refusing to take responsibility for failure to inform of their personal policy for third party site booking. It was not listed nor explicitly clear that my two year old would not be considered a lap infant and that we would need to purchase a ticket for him on Pricelines website. Contour reached out to me last minute via email causing all kinds of inconvenience and chaos. Their unwillingness to resolve the issue or at least meet me half way has been disappointing and extremely frustrating.

  Business Response

  Date: 01/23/2025

  Good Evening, 

  The passenger is not entitled to compensation or refund. The passenger called and emailed on 11/22 to add child as an infant. We advised that a two year old is no longer is an infant and would need a ticket. This is an *** reqiurement for all airlines. Since this is a third party ticket the orginal booking source would need to make this addition. We also advised the third party of our policies in the reservation and via the phone. The passengers missed flight and we advised the third party to protect on the next available at no additional cost. The passenger neglected to add child to reservation or tried to pass child as an infant. 

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22849171
  
  I am rejecting this response because:

  I was not trying to pass my child off as an infant nor did I neglect to add him. When I booked through Priceline I booked him as a lap infant under my sisters ticket. If that wasnt acceptable then I should not have been allowed to purchase with and the booking should not have been confirmed. I did not miss my flight, it was supposed to have been cancelled because I cannot travel without my child and I was not allowed to buy a ticket for him without another adult. I still went to the airport at the advice of both Priceline and Contour to be told that there was nothing to be done. To not give me a refund due to information not listed on the site is not my fault. I would have purchased an additional ticket had that been specified when booking. I do not appreciate Contour blaming Priceline and Priceline blaming Contour with the resolution being I lose my money- it is asinine and unacceptable. The next available flight Contour offered me was Sunday, which was the day I had to return, so that option was not feasible and my child STILL WOULD NOT have been on the flight with me because Contour said I cannot purchase a ticket for him. Please come back with an actual solution. Priceline even request that I be credited which I would have accepted, but Contour refused. 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 01/28/2025

  A reservation was booked by Priceline for 4 passengers: ******** *******, ******** ******, ***** ******, Kimora ****** for travel DFW to ORD on 01/23/2025. Passengers failed to book a ticket for a 2 yr old child per *** must have an assigned seat and is not allowed to fly as a lap child. We advised passenger 2 hours before the scheduled departure time that a seat must be purchased for the child and would need to be purchased with an adult seat. 

  Because passengers failed to make the correct purchase prior to departure and failed to advise Priceline prior to departue time that they would not be taking the flight, passengers were marked as no shows and lost value of their tickets.

  Sincerely

  **** L

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22849171
  
  I am rejecting this response because:
  Contour has changed the story again and is lying. There was no contact from Contour two hours prior to departure. I was not marked as a no-show. Once again I went to the airport to be told there was nothing that could be done. I had been in constant communication with Priceline and Contour starting TWO DAYS prior to departure. The tickets were supposed to have been cancelled by Priceline and Contour because a ticket could not be purchased for my son. So how did I lose the value of the ticket when Contour refused to issue a credit in order for me to cancel and rebook prior to? You keep mentioning an FFA requirement when thats not present on either booking site. In the previous communication your representative said I was trying to pass him off as an infant, so if he wasnt on the Priceline booking why did Contour allow ******** and ***** to check-in online but required Kimora, *******, and myself to check-in at the counter? Run me my money back. 
  Sincerely,
  
  ******** ******