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:01/17/2025

  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.

  Contour airlines unlawfully charged me for luggage that I did not have to pay as I was NOT flying out of contour but it is *****************. So I had to pay for my luggage upon arrival to airport with American even though comfort airlines already charged me. Then they refused to refunded what was accidentally charged to me.

  Business Response

  Date: 01/18/2025

  Ms. ********* ******* purchased 3 extra bags online for the Contour flights only from the Contour's website. Contour does not charge for any other airline bag fees. Contour allows one free checked bag, one free carry on and a free personal item.

  Contour's website does provide all the baggage allowance information from our website and also advises that any additional baggage charges are non refundable before a passenger purchases the extra bag fees.

  Sincerely

  **** L

  Customer Answer

  Date: 01/30/2025

  I want to file an appeal to the closing of this company as no resolution has been made as of yet. Also I do not feel that enough time is allotted between messages. I lost not only the $100 that was unfairly charged to me as I was not flying out of contour airlines but I also lost an entire luggage bag as a direct result of this incident. Not only was I requesting fair resolution but also fair time to respond as I'm not sitting by waiting for emails 24/7. This business not only cost me monetary loss but lose of personal belongings. 

• Initial Complaint

  Date:12/12/2024

  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.

  Currently my father is in the ****************** in ******* and is waiting on flight **** to **************, ********. Originally it had a departure time of 5:00pm and it is now four hours later and he is still waiting to board the plane. Both I and my father called the service desk, and he also asked in person about updates, and three different times at this point has the flight been delayed even further with very vague reasoning as to why. There has not been a consistent reason or story as to why the plane isnt even at the gate. And this isnt the first time that this exact situation has happened for this flight. On December 1 I was embarking on this exact flight (still having the flight # ****), and these very same series of events followed at my time there. My flight was supposed to leave around 5:00pm, yet the flight got delayed until almost 9:30pm, with almost little to no communication from the flight attendants to the passengers. However, compared to this time, my father is getting more information (although it is not consistent or to my understanding even truthful at this point), with my experience I was not given any updates throughout my waiting process unless I, or another person on the flight, asked for one (which is absolutely ridiculous, it is not our job to remind you to make updates). They have just pushed the flight back to 10:30pm which is almost five and a half hours that they have delayed the departure time and have given vague reasonings. There is even now a chance of cancellation. The fact that this has happened twice on two separate occasions for the same flight is an absolute outrage. Not only does this affect me, but it affects all the other passengers and other flights going in and out of terminals trying to get to their destination. Not only are you disorganized, you lie to your customers, give vague answers to temporarily satisfy passenger concerns, are inconsistent, and fail to accurately fly passengers to their destined locations.

  Business Response

  Date: 12/23/2024

  Good Morning,

  Thank you for contacting Contour Airlines. To review the reservation I would need the flight date and the passengers first and last name.

  Sincerley

  **** L

• Initial Complaint

  Date:12/09/2024

  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 11/30/24 I arrived at ************************** to take a flight there to ****** (****************) in *****************. Original Flight LF3054 was scheduled to leave at 5:20 PM on the day, we were given no updates other than one email at around 3:30 PM stating that our flight was delayed to 6:00PM. We received no further updates because Contour Airlines has no representatives at the airport, when we called at 9:00 PM we were told that the flight was cancelled and that we would be rescheduled. I had law school finals starting on Tuesday (12/3/24) at 8:00 AM and the very helpful Contour Airlines automatically rescheduled me to Tuesday (12/3/24) at 10:20 AM! I asked for any kind of help in reimbursing me for assistance in renting a car and driving down, and they said they only reimburse for hotels, and would be happy to reimburse me for hotels until my flight. What an excellent idea by them, I would miss my first final! I rented a car that day and drove down considering that after begging and pleading with Contour Airlines and sending an email and receiving a very helpful email from their manager *****, saying that they would not assist. I'm looking for assistance and some kind of form of cover for the rental car that I paid for which came out to $111.23 for the single day. Thank you in advance.

  Business Response

  Date: 12/10/2024

  Passenger ****** **** was confirmed on LF3054 ORD to MWA on 11/30/2024. Mr. **** received all notifications by email and sms text for the delay and canceled flight. When Contour cancels a flight, we auto reacom passengers to the next available flight unless they request to be rebooked to an alternate city with another alirline.

  Contour does not reimburse for rental cars for liability reasons. We offered hotel and meal reimbursement. Mr. **** requested for us to cancel the flight and requested a refund for the unused flight segment. This was refunded on 11/30/2024.

  Sincerely

  **** L

• Initial Complaint

  Date:10/25/2024

  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.

  On October 25, 2024, our flight LF3345 was delayed multiple times. It was supposed to take off at 12:30, but ended up leaving after 4pm. Due to this, we missed our connection flight through *************** from phx to sfo flight 3389. Before leaving, the agents told us they could not change any tickets and to talk to *******We arrived in phx, had to switch from terminal 4 to terminal 3, to reach ******. They told us they could not alter any ticket through partners because the original contour flight was delayed. They said it was contours responsibility to handle flight ********** we had to trek back to contour, which was in terminal 4. When we arrived, contour agents said they couldnt do anything and asked us to call their helpdesk. Helpdesk then said they couldnt do anything and asked us to call Expedia. At this point we were exhausted and running out of options.We waited for over 3 hours in cny while waiting for our initial leg. At no time did any agent tell us to call the help desk. They said Alaska would put us in a hotel if things did not work out. But once we arrived, we had to rush because any available partner flight is quickly becoming ************** the end, we had to purchase a new set of tickets through American airline. We feel that it is only fair that contour should be held accountable for their mistake, and compensate us for the ticket cost, time and stress.

  Business Response

  Date: 11/05/2024

  Passenger ******** *** and Beiying ***** booked their reservation through Expedia. Contour's flight 3345 from CNY to PHX was delayed due to maintenance causing the passengers to misconnect to their final desitination SFO on ******. Because tickets 1 and 4 did not come over in the Contour Reservation only the Contour tickets were in the reservation, we could not exchange and reschedule the Alaska Airlines flights. We disclosed this to the passenger multiple times before take off in ***. Please see attachment.

  Compensation was issued to both passenger for the delay. This compensation information is in their original reservation.

  Sincerely

  **** L

• Initial Complaint

  Date:08/24/2024

  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 arrived to my flight prior to the end of boarding. People were still walking on the plane as I enter the building. I run to my gate and I am not let through. I am there 20+ minutes prior to departure and I have no bags to check in. Staff tries to let me through but the office manager comes out and tells me I cannot get on the flight. Instead of asking how she can help me, she said well why were you late. I explain the situation and she said you need to learn to do better and let this be a life ****** for you. She would not let me get a word in and decided it would be more constructive to berate me. This goes on for 5+ minutes and I leave the building because I was not receiving any help. As I leave the building, the plane is still there and the ramp has not moved from the plane. **************** was just as unhelpful and they refused to give me the name of the manager that spoke to me in such an aggressive manor. I did not receive a service I paid for and in addition to that, I received unwarranted life ******s and aggression on a day that was already stressful enough. There was also differing signage posted verses what I was sent regarding the time in my confirmation email.

  Business Response

  Date: 09/04/2024

  Good ********************************************** responded to the customers complaint directly advising our ticket counters close 30 minutes before the scheduled departure. This information is printed on our website, on the passengers itinerary and boarding passes. The Station Manager of our MCN Station stated the passenger became irate when she was advised she missed the check in process. Contour proactively allows the passenger to be moved to the next available flight at no charge.The passenger refused. At this point the passenger does not qualify for a refund nor for a future travel credit.

  Sincerely

  **********

• Initial Complaint

  Date:08/02/2024

  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.

  Flight from **** to ******* was so delayed that I couldnt use the service due to missed future connections. Your Flight Details Your Confirmation Number (PNR) is :12EHKAMonday, July 01, 2024 STANDARD 10:45 AM Moab, UT11:***************** 1h 30min LF 3343 Contour offered me no refund for a service I did not and could not use due to their delays.

  Business Response

  Date: 08/02/2024

  The passenger did not fall under the refund policy because the connections were not on the reservation and the delay was under two hours.  The passenger would have been elegible for a voucher if the passenger called in within the same day for a voucher. The passenger called a month after the flight and the ticket has already been zeroed out. 

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22081988
  
  I am rejecting this response because: i spoke to Contour representatives at the airport and no one informed me I had to call the same day for a voucher. Whether I had a connection with contour or with another airline, a delay still is a travel disruption that incurred additional costs to me as the customer that I will not be compensated for (additional hotel, gas to a different airport, time of missed work).
  

  This was not a weather delay and the airline simply did not provide the service that they promised to provide.
  

  The policy of a 2 hour delay needed is arbitrary when service from a small airport such as Canyonlands is so limited that customers are forced to make 2 hour connections with other airlines.
  
  Sincerely,
  
  ************************

• Initial Complaint

  Date:05/09/2024

  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.

  recently booked flight3901 Record Locator 12F1BD from ********** ******** to ************* and a delay caused me to be stranded at the ***************. I was supposed to arrive in ******* at 2pm which would allow me to pick up my truck which is also my room (as I am a truck driver). I arrived about 10pm so the business was closed. The guy at ****************** said he was attempting to get my room paid for and gave me the telephone number for Contour customer service **************** for me to follow up. When I arrived in ******* I called the number for Contour only to be told the telephone customer service cannot book hotel reservations only staff at the airport. In ******* there arent any Contour employees and when I asked an American Airlines employee they said that they never heard of Contour Airlines before. To add insult to injury when I requested the Contour employee on the phone transfer me to a supervisor they transferred me to American Airlines. Because of this I asked American Airlines if they owned Contour or something and they said they have a partnership but they are two separate companies. This is ridiculous and im an American Airlines member. Contour is just sending me in circles and nobody can never do anything leaving the customer to clean up your s*** and trying to pass me on to American Airlines (when this was Contours fault). I know my hotel room would be a tax write off for you. All my money was spent on this $600 ticket. Companies always want to pass the blame and Contour is no different! I texted to people close if anything happens to me to from having to be out on the street to *** the heck out of Contour. - *****************************

  Business Response

  Date: 05/09/2024

  ********************************* traveled on LF3901 PBG PHL 05/08//2024 which was 190 Mins delayed due to maintenance. ****************** had several connecting flights to get to his final destination in **********. ********* did arrive in *** successfully last night. ****************** completed his travel.

  We sent an apology email to ******************, with an offer to reimburse for his hotel up to $150.00 as a courtesy with proof of an itemized receipt. We await his response. We also issued a $50.00 travel voucher as gesture of goodwill for his 190 min delay.

  Sincerely

  **********

  Customer Answer

  Date: 05/20/2024

  Apologies, but I am a contract driver that does not have access to resources to respond within days. This complaint is neither successful nor unsuccessful. The only way to determine the success from my perspective is to be put in the same predicament and observe to see if Contour's way of solving this issue has been updated. Contour offered me $150 for hotel reimbursement and $50 towards another flight but this was done after the fact. The hotels in the area were about $130 or so on average. I did not have this amount at the time and was forced to spend the night at the airport. Had someone from Contour been able to directly book my hotel stay, Contour would not have a BBB complaint against them. Although I am honored Contour does actually respond to customer ******************** complaints, I believe Contour needs a new process in place so that someone of authority CAN issue hotel compensation verses leaving this only to staff on location at airports as there are some airports without Contour employees. Also the Contour employee should not have lied saying they will contact someone for me and give me the number to Contour of which was useless as telephone service could not solve this issue. Should Contour had either booked the hotel stay from my origional place of departure (from a Contour hub) or have someone of authority by phone who could book me the room, I would have not had to sleep at an airport, I would not have left a negative comment, and it would encourage me to be a frequent customer of **********************; similar to American Airlines of which I have had nothing but the best service even when flights are missed as they provided alternatives to ensure my frustrating day did not worsen. That's customer service at its finest!

• Initial Complaint

  Date:05/05/2024

  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 purchased a one way flight to ******* CA on Contour Airlines To fly out on March 26 2024 back to work the flight was canceled that day do to plane would not start.We all where told that the batteries were dead and they would have to charge this went on for 2 hours then we were told they would have to have batteries brought in from ********* well by 5 pm that never happened. Next they told everyone to be back the next morning to fly out at 8:15 am to be back in the morning.March 27 2024 they would have to planes their to get everyone to there destination. Well that never happened we were told the plane that was coming from ******* had mechanical issues to and we would have to wait for the batteries for the first plane. At the end of the day this flight was also canceled do yo maintenance. So here we go again we were told we would or fligh would leave at 8:15 am Sunday morning on 4/28/2024 and like clock work that was also canceled next we were told we were flying out at 10 am that was canceled. I requested a refund took a bus to ***************** and caught a flight. This cost me in motels food and bus and missed wage.836.00 they never offered food or motel voucher or any help to get you to your destination. Not happy with their service.

  Business Response

  Date: 05/06/2024

  ******************************* was scheduled for LF3399 on 04/26/2024. That flight canceled due to maintenance issues. **************** received a full refund for the unused flight reservation and issued a $100.00 travel voucher as a goodwill gesture due to the inconvenience of the canceled flight. 

  Contour provides hotel accomodations upon request and will reimburse up to $150.00 per night with itemized receipts. We also reimburse each passenger up to $37.50 a day for meals with itemized receipts sent to our corporate email ***********************************************.

   

  Sincerely

  **********

  Customer Answer

  Date: 05/17/2024

  Nobody contacted me on this matter.No communication  at all. If his what you call resolution. What a joke.

• Initial Complaint

  Date:05/02/2024

  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 had a round trip airfare with this company . My flight there was 3 hours delayed and then my flight was delayed three hours and then canceled . The airport was in the middle of no where . I was not offered any room and board no way to get back into town and no way of getting back to the airport . Then whe I asked for anytime type of compensation they said I needed receipts. Well I didnt know I needed receipts. Overall a horrible expeience

  Business Response

  Date: 05/03/2024

  Mr. *********************** was scheduled for LF3071 IRK ORD on 04/28/2024. This flight canceled for maintenance issues. All passengers are provided hotel accomodations upon request or Contour will reimburse up to $150.00 with an itemized receipt provided. 

  Contour will also reimburse for meals with itemized receipts. ************ was issued a $100.00 travel voucher as a form of compensation for the canceled flight. ************ was rescheduled for 04/29/2024 and completed that travel.

   

  Sincerely

  **********

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21657141
  
  I am rejecting this response because: I never received a voucher. Further more I was never directed towards what my options were and to keep an itemized bill for my food . 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/09/2024

  ************** voucher was proactively issued in the same record locator as his original reservation 12dp1k. We offered to reimbursement hotel and meals. We are waiting on his itemized receipts.

   

  Sincerely

  **********

• Initial Complaint

  Date:04/26/2024

  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.

  Waited the entire day 04/25/24 for our flight or a flight to ******* from *********. Business provided little to no info only to have the morning and afternoon flights delayed all day then eventually cancelled. We lost close to $200.00 for our hotel reservation due to not being able to get there along with a concert my son desperately wanted to see. We provided detailed information as to our itenerary with screenshots etc and the only answer we received was the canned apology which essentially means zero. In the time we sat in the airport we could have possibly (didn't want to) just take the six hour drive. How are they allowed to do this as a business?

  Business Response

  Date: 04/26/2024

  Hello,

  Contour would not reimburse for missed obligations outside of the flight disruption. We  refunded the unflown segements and sent a courtesy travel voucher of $100 to the passenger.