Business ProfileforHarbour Air Seaplanes

I wanted to share with you a recent negative experience I had with Harbour Air. I booked a charter ******* ****** for my friend’s 50th birthday. The flight was scheduled for 4:00pm departing on August 6th Coal Harbour downtown Vancouver, BC for 3 passengers. I arrived at Harbour Air at 3:45pm and got to the ticking counter at 3:48pm. I showed my voucher to the agent at the counter. Her curt response to me was “You’re too late. Your flight has left.” I was surprised and asked her to check because my email and voucher both clearly indicated a 4pm departure. She advised me that pre-boarding is at 3:30pm. I explained to her that nowhere in the email nor on my ticket was there a note about pre-boarding half hour before departure. Her response was “Well there’s nothing I can do.” She did ask to see the email and ticket and I showed her both. She read through both and did not comment on the fact there was no mention about pre-boarding requirements. Her partner, a male peer sitting next to her asked “What’s the problem?” without making eye contact with me She explained the situation, he also reviewed the email and ticket. I asked them how a flight booked for departure at 4pm could have departed at 3:48pm? His response “I can’t answer your own questions about why you were late.” I didn’t ask why I was late - I was asking how flights could depart before the scheduled departure time. He continue on with “What do you want me to do about it? All our flights are full for the remainder of the day. We page passengers 10 mins. for last call before departure.” To which I responded that it’s impossible because I was standing in the terminal at 3:45pm and in front of the agents at 3:48pm and no one called my name. Both agents then proceeded to ignore me while I stood there dumbfounded. In fact, he looked past me at the gentleman standing behind me and said “Next.” ****** is now advising me that Harbor Air has declined my refund request. I can forward additional documents.