Complaints

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

close

Find a Location

Flight Network Ltd has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Flight Network Ltd

  2850 - 145 King St W Toronto, ON M5H 1J8

• 

  Flight Network Ltd

  1401 - 145 King St W Toronto, ON M5H 1J8

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:21/04/2025

  Type:Billing 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.

  My name is **** ******** and I am sharing my shock at the service I received from Flight Network. Summary of the issue: After noticing a minor typo in the spelling of my last name (two letters off), I contacted your cust**** service immediately to request a correction. I was sent a payment link, which I paid, yet the correction was not made. When I called back, I was told that I would need to pay again—this time nearly $1000 USD—which I refused. A representative apologized and promised that the correction would be handled based on the original payment. Once again, nothing happened. I spent the entire week before my flight chasing your support team via phone and email, being repeatedly misled with false promises such as “you’ll receive confirmation within an hour” and “this is being handled.” I was left under intense pressure up until just a few hours before my flight, unsure whether I would even be allowed to board. In the end, I had to resolve the issue myself directly with the airline, while Flight Network failed to provide any solution. Only after I had already landed at my destination, I received a message from your team saying that the correction could not be completed. You also promised a refund for the name correction fee within 5 business days, which I have not received to date. Based on the above, I am officially demanding the following: 1. A full refund of the payment I made for the name correction, which was never fulfilled. 2. Compensation in the amount of $700 USD for: The extreme emotional distress and pressure caused by your mishandling of the situation. The countless hours I spent on the phone with your support team during the week before my trip. The fact that I had to take care of the correction myself, directly with the airline. The nearly ********** attempt to charge me an additional $1000, despite already having paid. Your ongoing lack of communication, broken promises, and failure to deliver on your obligations.

  Business Response

  Date: 29/04/2025

  Dear Mr. ****,
  
  This is in reference to your order number ******, for which you lodged a complaint with this authority under number ********.
  According to our communication records, you contacted us on April 7, 2025 to request name correction for three of the four passengers.
  In accordance with our guidelines issued by the airline, name correction is not allowed by the airline ******** ** and we informed you accordingly. This is the reason why we referred you to the airline for this request.
  

  On April 9, 2025, we have another interaction where you requested again name correction stating that you have a proof that the airline allows such actions.
  As a result, we called the airline and were confirmed that name correction would be possible for a fee. We sent you a payment link for our service fee and the airline’s fee, as indicated by the latter. The cost breakdown is as follows: 180 EUR /197.16 USD (the airline instructed us to charge 30 EUR per passenger, per direction) airline fee and 132 USD our service fee.
  We also wrote to the airline to provide us with the steps to make the name correction, as an exceptional scenario.
  

  The airline instructed us to issue new tickets with the correct names, to charge the 30 EUR fee and the fare difference, if any (******* *).
  In a new email, the airline came back and made certain additions to the information already provided. They advised that we should additionally charge 12 EUR per passenger per direction for correcting also the names in the old tickets (******* *).
  As per the airline’s instructions, we issued new tickets with the correct names and calculated the fare difference. This was 132 USD for the outbound flights and 871.39 USD for the inbound flights, in total 1003.39 USD.
  You were communicated the price, but you did not agree. Without payment of the relevant amounts, actions are not possible.
  

  On April 14, 2025 we refunded the amount of 329.16 USD which is the full cost of name correction service you paid.
  

  We trust we explained with abundance of detail the situation and our position.
  

  Given the above, we are unable to approve any other refund.
  
  Best regards,
  Customer Relations Team
  FlightNetwork

  Customer Answer

  Date: 30/04/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Your answer is simply outrageous, because you are a company you think you can ***** a private customer like that. Your answer was full of inaccuracies and untruths.
  The details are:
  1. You told me you couldn't make the change and in the end you decided you could (you didn't ask for permission from the airline because I spoke to them and you didn't contact them. So please don't ***)
  2. You sent a payment link and after it was paid you suddenly "invented" another link that was 3 times higher than the previous one. Why?? Because you thought I was tied down, that I had no other choice and I had to pay and that way you could squeeze some more money out of me?
  3. And above all, you ruined an entire week of my life. A week of stress and anxiety. I held the phone in my hand for an entire holiday dinner so I wouldn't miss a call.
  4. Where did you ***? Please, everything is recorded, right? The night before the flight and the morning of the flight, I was assured by two different representatives that everything was taken care of, that I would be calm and here I am in a few minutes I receive an email that it was sorted. Quote "You have nothing to worry about sir, *I promise* you it's being handled and within an hour you'll receive a confirmation email". Of course you didn't handle anything despite the false promises and luckily I took care of it myself two hours after the flight.
  5. If we were in the same country we would have met in court a long time ago, I hate and abhor injustice and I would fight even for an injured animal, let alone a human being. You simply ****** me for a whole week. You tried to ****** money and all this knowing that you were not going to help me. To the point that it already felt personal. ** **** ** ** ************ ****** **** ****** **** *** *** ** *** *** *** ** ****** ******* *********
  6. I demand compensation of 700 euros from you. (In my opinion 10 times less than it deserves) which by the way I'm going to donate it. I just want to know that someone at your place will be aware of the conduct and maybe things will change, even though a minor payment might make a difference. I will no longer be your customer. The question is whether I will continue to sit on websites and publish my review of you everywhere, booking sites, travel sites and travel sites that I find in every language. It is important that you understand something, I am aware of mistakes and things that happen on flights. Losing things, delayed flights, etc. What you put me through I did not imagine was possible in our era. You simply ruined two weeks of my life, including the vacation itself.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:15/04/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Letter Dear BBB Team, I am writing to file a formal complaint against FlightNetwork regarding an unresolved issue with a recent flight booking. Issue Summary: On [14-Apr-2025] I booked a round-trip flight through FlightNetwork’s website. The flight itinerary is as follows: • Departure: 3-Jun – *** to *** at 10:55 AM, connecting to *** to *** at 20:30 on ***** ******. • Return: 2-Jul – *** to *** on ****** ******** (direct). The booking process was completed successfully, and an amount of SR. 1773.14 was deducted from my bank account. However, I did not receive any booking confirmation via email despite the successful payment. Efforts to Resolve: I have already contacted FlightNetwork’s customer service via email requesting them to solve the issue. Despite my communication, I have yet to receive a response or the necessary booking confirmation. Request for BBB Assistance: I kindly request the assistance of the BBB to help mediate this situation and ensure that FlightNetwork provides a prompt resolution to my issue, including the immediate delivery of my booking confirmation. Thank you for your time and consideration. ****** **** ******** ****** ** *** ******** ********** ********* ******* ************ *** ** ***** ************** **** **************  Sincerely, ******* ********** ************************ **************

  Business Response

  Date: 16/04/2025

  Dear Mr. ***********

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

  We acknowledge your claim regarding not receiving your booking confirmation.

  We have checked this, and can confirm that the booking is confirmed and the confirmation was successfully sent to your registered email address (**************@*****.com) immediately after the purchase on April 14th, 2025, at 19:44 (SA local time). ****** **** *** ******** *****

  We also note that this email sent to you with the confirmation was read by you on April 15th, 2025, ****** **** *** ******** ***** ******** ****.

  We have now also re-sent the confirmation to your email address, and our customer service department always remains available for any further assistance.

  Kind regards,
  Customer Relations team
  Flight Network 

  Customer Answer

  Date: 16/04/2025

  
  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.

  Yes, this is to confirm that I received booking confirmation, but for unknown reason was not shown in my mailbox same booking day (14-April).

  Thanks BBB and FN for your prompt action and response.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:08/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a plane ticket which I had to cancel due to my health , flight network said I would get a refund in 15 days. That was the beginning of January and they continue to tell me it’s being processed and I should receive my refund in 7 days. This has never happened and now it’s April and they continue to read the same script .

  Business Response

  Date: 10/04/2025

  Dear Ms ********,

  We acknowledge your claim ******** regarding your reservation.

  Upon investigating your booking, we note that you canceled it under the voluntary policies of the airline, which comprised a deduction of a penalty of 177 USD plus the non refundable taxes, alongside our handling fee of 44 USD. After that, the request was escalated to the relevant department to send the refund application to the airline, which is the service provider, and we had to wait the reception of the funds back from their end in order to process the reimbursement. 

  We would like to clarify that as intermediaries we have no influence on the handling time of the refund applications.

  The refund of 1063.27 USD has been processed yesterday to the original form of payment *** ** ******** *** ******* ** *** *****.

  In view of the above, this has been handled from our end and we apologize for the inconvenience experience for this delay.

  We remain at your disposal.

   

  Kind regards,
  Customer Relations Team
  Flight Network

  Customer Answer

  Date: 10/04/2025

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

• Initial Complaint

  Date:07/04/2025

  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 April 5, 2025, I was intending to book directly with *** Airlines for a one-way trip. I clicked on a link that I believed to be the official *** website. This impression was reinforced by the prominent display of the *** logo and frequent references to *** throughout the initial stages of the booking process. The website I was directed to, unbeknownst to me at the time, was operated by Flightnetwork. Navigating through the website was an overwhelming experience, characterized by excessive text, complex terms, and numerous attempts to upsell additional services. There was no clear indication that I was interacting with a third-party booking agent rather than *** Airlines itself. Compounding this misleading experience, I inadvertently selected flights on ********* Airlines. This error occurred because there was no visual cue, such as a logo change, to signify that I had been redirected to a different airline's booking options within the Flightnetwork platform. Fortunately, I discovered this error within the 24-hour cancellation window, promptly cancelling the reservation and received a refund of $508.34 for the airline tickets. However, I was dismayed to find that Flightnetwork retained a "handling fee" of $44.06 per passenger, totaling $132.18. This fee represents an unreasonable 26% of the original ticket cost per passenger for what is essentially a digital transaction. The processing cost for booking one passenger versus three is negligible, making this per-ticket charge feel **********  While I understand that terms of use likely exist, the absence of clear warnings or disclosures about these fees demonstrates a lack of good faith towards consumers. Furthermore, the handling fees are not even clearly itemized on the receipt, further obscuring their impact. I request a full refund of the $132.18 handling fees. Any company that values customer satisfaction and brand reputation would recognize the unfairness of this situation and rectify it accordingly.

  Business Response

  Date: 09/04/2025

  Dear Ms. ******,
  
  This is in reference to your order number ****** for which you lodged a complaint with this authority.
  

  Please allow us to respond to the issues raised in order. We trust you will have a better image of the situation.
  

  Flight Network sells air tickets both on its platform and via third parties, as all the travel agencies in the world do. We assume you were redirected to our website from a search engine you accessed. Our platform’s name is present during the entire booking process and displayed visibly on all the booking steps (******* *), so there is no doubt on the identity of the site.
  

  Regarding the airline the customer chooses, this is displayed at the end of the row of itinerary in the form of an icon (******* *). Just by hovering over the icon, the detailed itinerary is displayed and the whole name of the airline is clearly visible.
  

  In regard to the cancellation fee, allow us to respectfully draw your attention on the fact that our Travel Conditions are prominently available on our website and our service fees are clearly and transparently displayed as Appendix 1 (******* *). You confirmed having read and agreed with our Travel Conditions, the airline’s conditions and the fare rules before the payment. This is a mandatory step and without ticking the box for acknowledgement, the payment cannot be made and booking cannot be completed.
  

  While we understand your discontent regarding the value of the service fee, please note that this is a standard fee applied to tickets irrespective of their price.
  

  We remain at your disposal for any further information, however, we cannot waive our fees in this case.
  
  Best regards,
  Customer Relations Team
  Flight Network

  
  

• Initial Complaint

  Date:07/04/2025

  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 purchased tickets for air flight from Flight Network Jan 12th 2024. This included 4 flights ***** Ottawa to Toronto, Toronto to Fort Myers FL *****, and 2 flights home which were taken with no issues. ** *** Ottawa to Toronto was late by over 3 hours and we missed our connecting flight ***** to Fort Myers. As a result of this ****** booked another flight 2 days later. We would have had to pay for 2 nights stay, food, etc. in Toronto. We needed to make event in Florida the next day so we purchased 2 other tickets on a flight the next day and one room at a hotel over night along with food etc. After returning home to Ottawa we contacted Flight Network to get a refund for the flight that was delayed over 3 hours and the flight we were never on. They assured us they would be able to get a refund. They informed us to contact ****** to send them the information about the delayed flight and the flight we were not on. ****** said that that information must be requested by flight network. Eventually, Flight Network said they had the information and they'd get back to us in a week. They never did. We called back every 2 weeks. We went back and forth with Flight Network for over a year. On the 31st of March 2025 they said they had escalated the issue. They mentioned they needed to contact ******, finally after a week they said that we were on the flight that we missed and no refund could be issued. We paid Flight Network to manage our bookings and handle airlines, instead they have demanded us to get information from the Airlines and kept us waiting over a year. As a result of all of the back and forth, the inability to live up to their end of the agreement, we are requesting a full refund and are disputing the charges on our credit card.

  Business Response

  Date: 08/04/2025

  Dear Mr. *******,

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

  We understand your frustration regarding the cancelled and rescheduled flights. Please note that once your requested tickets have been issued, you received a confirmation email containing your ticket number. At that point, a binding contract between you and the relevant airline is considered to have been established.

  As outlined in our Terms and Conditions, flight departure times may change after a booking has been made, which is beyond our control as an intermediary between you and the airline: "3.4.2 The flight times shown in your booking confirmation may change between the date of your booking and the date you actually travel. We recommend that you stay informed and contact your airline at least 72 hours before your scheduled departure to confirm that your flight (and any connecting flights) will depart as planned. We have no control over schedule changes made by airlines and accept no responsibility for any costs incurred as a result of such changes."

  If one of the flights in your booking was delayed at the airport, causing you to miss your connecting flight, it is the airline’s responsibility to assist you with a rebooking on the next available flight. Should the next available flight have been scheduled for two or more days later, we advise you to submit a claim directly towards the airline, through their website, if it caused you expenses out of your control, due to the delay caused by the airline.

  Unfortunately, we are unable to reimburse the cost of your booking, as the rescheduling of flight times is beyond our control. We also note that you have used your ticket and we are therefore unable to request any refund back from the airline, on your behalf.

  Kind regards,
  Customer Relations team
  Flight Network

  Customer Answer

  Date: 08/04/2025

  
  Complaint: ********
  
  I am rejecting this response because: the statement that I was on the flight is false. I contacted the airline "******" last week and asked for them to confirm that I was not on the flight. They informed me that I was not on that flight, I asked for them to send confirmation to Flight Network, they said they do not send out confirmation emails to 3rd party booking companies and that my itinerary would be enough to prove that I could not make my flight. The fact that I'm told that I need ****** and Flight Network to communicate and they refuse to do so, proves that my involvement solves nothing and I must rely on the two companies to provide evidence. 

  I also received the case number from another group who missed the same flight and was reimbursed so obviously it can be done. It's also listed in the Air Passenger Protection guides under the Canadian transportation agency. 

  I will continue with my complaint until these companies can communicate and provide me with the refund for services not rendered.

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

  Business Response

  Date: 10/04/2025

  Dear Mr. *******,
  
  Thank you for your message regarding order ******.
  
  We are very sorry to hear about your experience. 
  
  Upon investigating your reservation again, we note that the airline made a schedule change on the outbound flights and later assisted you with a rebooking to a departure on 17th March 2024. We can see that the airline made this change on 16th March 2024 and we cannot confirm why these changes were made, as they were made by the airline (and not us, your intermediary).
  
  We have on your behalf contacted the airline and requested if a full refund is possible for this reservation, but they informed us that a change had been made and that you used your inbound flights. Your tickets are exchanged by the airline (under the airline's control) and we have therefore no possibilities to confirm this from our side. As your tickets were changed and reissued from the airline's side, we as an intermediary are not allowed to claim a full refund on your behalf. Which is the reason we have referred you to contact the airline, as they own your tickets and have the money for them. 
  
  When it comes to the another group who missed the same flights, we have no possibilities to comment on this, as the situation might differs. In your case, the airline offered you new flight and reissued your tickets, which means that the airline consider this cancellation as voluntary and a full refund is therefore not possible. 
  
  We would recommend you to take this further with the airline, as we have acted correctly in our role as an intermediary and not breached the contract entered into with you, when this booking was purchased. 
  
  Kind regards 
  Customer Relations team 
  Flight Network

• Initial Complaint

  Date:02/04/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a flight through flight network and called within 24 hours to discuss potentially cancelling the ticket. We were very clear with the agent that we weren’t sure whether or not we wanted to actually cancel, because we didn’t know how much we would get refunded. We asked the agent to let us know how much we would get refunded, and he could not tell us what the amount would be. We kept reinforcing that we CANNOT make a decision until we know how much we’re gonna get refunded, but the agent went ahead and decided to make the decision for us and cancel our flight. We ended the call with the agent, letting us know that he would figure out how much her refund would be, not knowing that he had already cancelled our flight for us!!! He called us back within an hour and said that the refund was $22 (which he still couldn’t confirm for sure), and when we heard this, we complained and stated that we didn’t want to cancel a flight for that small of a refund and asked if he can confirm with certainty. While this was happening, ** ****** *** called the airline directly, and to our surprise, they told us that the flight was already canceled!!!! I asked the flight network agent, whether this was true and he said yes, and that he did this based on our decision to cancel. IT WAS NOT OUR DECISION!! we were appalled to learn that the flight was canceled, from the agent without our permission, while we were still looking to get clarification onwhat the refund would be so that we could weigh our options!! This happened February 2025 and we have been calling the flight network back-and-forth for months now, to understand whether we can have a supervisor review the call and see that the employee cancelled our flight without our consent!! we keep getting told by the Frontline agents that the case has been sent to a supervisor and we’re waiting in the queue, and we’re going to hear back within a couple days or a week, and that never happens. Pls help us get our $ back.

  Business Response

  Date: 04/04/2025

  Dear Ms. *******,
  
  Thank you for your message regarding order ************.
  
  We have investigated the case and could hear that you had contacted the airline and wished to cancel. The airline, in this case *** Airways informed you that the booking is non refundable but taxes could be refunded. The refundable amount would be around 49 EUR per person, but to cancel the booking you have to contact us, your travel agency. You called to us and wanted to confirm the refundable taxes which we can not do. We can apply for tax refund on your behalf but then some taxes might not be refundable according to the airlines policy. As stated in our terms and condition we do charge a handling fee for such requests.
  
  We have also checked the airline's rules regarding cancellation within 24 hours, and unfortunately they do not have such policy. Therefore it is not possible to apply for a full refund due to cancelling the booking within 24 hours. 
  
  Since it was unclarity during your contact with us we are willing to refund our handling fee. We have processed the refund of 118 CAD to the original form of payment and you can find the proof of refund attached.
  
  If you have any further questions, we remain at your disposal.
  
  Kind regards,
  Customer Relations Team
  Flight Network

  Customer Answer

  Date: 06/04/2025

   
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  

• Initial Complaint

  Date:11/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello BBB I'm reaching out to you as a last resort in my issue with Flight network On 10 Nov 2024 I have booked a flight through FlightNetwork for 451 Dollars, few days after that i received an email stating that my booking have been cancelled, I then had to book a different flight through another company, when i reached out to FlightNetwork I was told that I won't be receiving a refund until 3 months have passed, I suspect they did that because the 3 months period where i can file a dispute through my credit card have will have passed, I also tried to reach out multiple times since then and every time they tell me my refund is in progress with no sign unless i reach out. Please assist me in getting my money back. Regards, **********

  Business Response

  Date: 14/03/2025

  Dear Mr. ********, 
  
  Thank you for contacting us regarding the order ************.
  
  We would like to start by apologize for your experience. 
  
  You purchased this booking on 11th November 2024 from Montreal to Paris via Lisbon, with the operating airline *** Portugal. Your trip was cancelled on 28th November 2024 and we have requested the refund back from the airline. 
  
  We would like to confirm that we have processed a full refund of 451 CAD back to your original form of payment and the funds will clear into your account within 3-5 business days (proof of refund attached). 
  
  For any further assistance, we remain at your disposal. 
  
  Kind regards
  Customer Relations team 
  Flight Network CA

  Customer Answer

  Date: 18/03/2025

  
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  
  

• Initial Complaint

  Date:06/03/2025

  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.

  ** **** ** ********* **** ***** *** I recently booked a flight from Vancouver to Winnipeg for April 9 through FlightNetwork. While attempting to purchase tickets for both myself and my partner, I inadvertently booked my own ticket twice. Upon realizing the mistake, I contacted FlightNetwork to request a resolution, either through a refund or a name change on the duplicate ticket. However, I was informed that a name change was not possible and that I would only be eligible for a partial refund of $29 out of the $88 paid. Additionally, when I requested to speak with a supervisor regarding this matter, I was assured that I would receive a callback. Unfortunately, I have yet to receive any follow-up. Given the circumstances, I would appreciate your assistance in resolving this issue fairly. I kindly request a reconsideration of my refund or any possible alternative solution. Please let me know how we can proceed to resolve this matter at your earliest convenience. Looking forward to your prompt response.

  Business Response

  Date: 10/03/2025

  Dear Ms. ********* **** ****,
  
  Thank you for reaching out regarding your claim with number: ********, concerning reference numbers: ************ and ************. 

  According to the order details and our findings we can see that you created a duplicate reservation. 

  As an intermediary, we are obligated to follow the airline’s policy and our own terms and conditions. In the case of cancellations or changes, our handling fee, in addition to any applicable fees from the airline, would be charged.
  
  Should you wish to proceed with this option, we encourage you to contact our customer service team directly, and they will assist you in processing the request.
  
  Please note that, as an intermediary, we cannot be held responsible for the duplicate reservation created by you. Furthermore, we do not have control over the airline’s policies, which we must follow in these situations.
  
  We appreciate your understanding and remain available to assist you further.

  Best regards 

  Customer Relation Team

  Flightnetwork 

   

• Initial Complaint

  Date:11/02/2025

  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.

  Flight Network won’t engage with me to rebook my ticket. My *** flight was cancelled and it was arbitrarily rebooked for three days later. As I engaged with Flight Network to understand why it was three days later, they told me that there were no available seats prior. When I asked about non-direct flights and codeshares, flight network said that was in violation of *** policy. I spoke to *** after that communication and was told that those are not *** policies. *** further told me that there were seats available on the next days after the original flight. When I returned to Flight Network they told me that I should just rebook with ***. As *** didn’t book the ticket this isn’t possible and flight network knows that. Now they won’t return emails with my demand for the rebooking. ***** *** *** ****** ******* **** ** ****** ******* **** *** ******* ********* ******* I only found out after paying that I wasn’t booking with *** directly. The FlightNetwork website is ********* as they position their webpage to suggest that they are *** - **** ** **** *** **** *** ************ ******* ************** *** ******** *** ** *** ** ************ ** ******** *** ****** ** ******* *** * ********* ***** **** **** **** ** ******** *** ********

  Business Response

  Date: 19/02/2025

  Dear Mrs. ***** *********,
  

  This is in reference to your booking number ******, for which you lodged a complaint with this authority.

  After investigating the booking, we note that the airline made a schedule change on the inbound, offering an alternative flight three days later.
  We sent you on 07 February 2025 a notification by which you were offered three alternatives: to accept the changes, to rebook to a convenient date, subject to the airline's terms and conditions, or to be refunded, subject to the airline's terms and conditions.
  

  According to our booking records, you found the alternative offered by the airline unsuitable and requested your inbound flight to be rebooked to another date.
  

  You informed us that you can see available seats on the airline's website on 26 February. The respective seats were, however, not available to us, as the airline put at our disposal a certain stock of tickets which sometimes might not match the total stock of the airline.
  As we could not find seats for 26 February, as you requested, we offered an alternative on 25 February.
  

  According to the airline's instructions to us, involuntary (schedule change) rebooking is allowed subject to a number of requirements (please see screenshot attached): the rebooked flights must be in a 6-day window from the initial flight (plus three, minus three), the rerouting is possible within a radius of 350 km from the initial airport, rebooking is possible in the same booking class, and only with pure flights (not codeshare).
  

  On 9 February 2025, the ticket status was updated into "exchanged". That means that the ticket was exchanged by the airline further to your actions (we assume you contacted the airline and made the changes directly with them). When a ticket is exchanged by the airline, we no longer can perform any actions on it.
  

  Regarding the statement that Flight Network impersonates into the airline, we would like to draw your attention on the fact that you accessed the portal, and not the airline's website and the name of the portal is clearly signaled on each page during the booking process.  Also, the flight confirmation bears the name of the portal placed prominently on the header.

  We trust the above help clarify our position.

  Respectfully,

  Customer Relations Team

  Flight Network

   

   

  
  

• Initial Complaint

  Date:24/01/2025

  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.

  I purchased airline tickets through Flight Network for flights with ***. It was a mistaken purchase, and I thought I was purchasing the tickets through ***. I contacted Flight Network to cancel the tickets, and they informed me that they were non refundable. After several attempts, I called the airline directly, and was informed it would be no problem to cancel the flights and get issued a refund, but that they needed Flight Network to contact them directly. I informed Flight Network several times thereafter that *** approved the request to cancel, but that Flight Network just has to call *** directly. Flight Network stated that they could not call ***, and refused to issue my refund. As it stands, I have no recourse but to file a fraud charge with my credit card company. ****** ******* *** ******* ** ********* ********* ** **** ** ***** ************ They have been reluctant to offer help and misleading.

  Business Response

  Date: 29/01/2025

  Dear Mr. ******, 
  
  Thank you for your message regarding order ************. 
  
  We have checked your reservation with *** with their reference ******, and can confirm that their fare rules for these tickets, does not permit any refund except for the taxes. Kindly find the attached copy of *** fare rules.
  
  We also note that we have requested a copy of the information you have received from ***, where they have advised you that a full refund of this booking would be possible so we could investigate this. We have unfortunately not received this from you. 
  
  According to our system, you have initiated a chargeback on January 27th, 2025, by contacting your bank and issuing a dispute. Until the payment dispute is finalized by the bank, to which an estimated date of April 27th, 2025, has been given, we will not be able to process any refund or otherwise handle the claim. The reason for this is that you may win the payment dispute, in which case you will receive the money from the Bank directly through this process.

  Kind regards, 
  Customer Relations team
  Flight Network

  Customer Answer

  Date: 30/01/2025

  I am rejecting this response because Flight Network continues to refuse to contact the airline to confirm full refund authorization. Because I did not do business directly with the airline, the airline cannot issue me anything in writing, but confirmed over the phone that they simply require Flight Network call them. Flight Network continues to refuse to do this simple task, and instead penalizes me for not having written confirmation of a full refund authorization. They also continue to cite their fare rules, but in phone calls with Flight Network, I was assured that if the airline agreed to cancel and fully refund my flight, then Flight Network would have no problem with a refund. However, their circular reasoning that they do not have written confirmation from the airline and therefore cannot issue a refund, but will not contact the airline directly to get the authorization in the only way the airline can give it, assures that Flight Network will not refund my money. ** ***** ***** ******** ********* *** ********* *** **********
  
  

  Business Response

  Date: 10/02/2025

  Dear Mr. ******, 
  
  Thank you for your message regarding the order ************. 
  
  We are very sorry to hear about your experience. 
  
  The airline is the owner of the tickets, which means that they always have the possibilities to assist you directly, without our involvement. If the airline allow a full refund for this reservation, there should be no difficulties for them to provide this to you in written. If we have no authorization from the airline in written, we always need to follow the rules on your tickets. 
  
  When we check your flights in the global booking system, they are confirmed and scheduled to depart as per the below schedule: 
  ------------------------------------------------------------------------------------------
  Sat, 22 Mar - *** *** - 16h 30m
  Departing: *** **** **** * ******* ******** ***** ** **** **
  Arriving: ********** ******* ******* ***** ** **** **
  
  Sun, 23 Mar - *** *** - 3h 10m
  Departing: ********** ******* ******* ***** ** **** **
  Arriving: ****** **** ******* ***** ** ***** **
  ------------------------------------------------------------------------------------------
  Wed, 2 Apr - *** *** - 3h 25m
  Departing: ****** **** ******* ***** ** **** **
  Arriving: ********** ******* ******* ***** ** **** **
  
  Thu, 3 Apr - *** *** - 8h 40m
  Departing: ********** ******* ******* ***** ** **** **
  Arriving: *** **** **** * ******* ******** ***** ** **** **
  ------------------------------------------------------------------------------------------
  
  As mentioned in our previous response, we are unable to take any further actions until the dispute raised with your bank has been closed, which has an expected outcome no earlier than 27th April 2025. 
  
  Kind regards 
  Customer Relations team
  Flight Network US

  Customer Answer

  Date: 13/02/2025

  I am rejecting this response because: Flight Network has told me in calls on numerous occasions that they would be happy to call the airline to confirm authorization of a full refund. While the airline may own my tickets, they are doing business with Flight Network and not directly with me, and so cannot provide me anything in writing. Flight Network continues to ********* and play a ********* game in which they say they can do something, do not do it, and then claim they cannot do it because someone else has to authorize it, which is itself impossible because only they have the access and power to make a change. **** *** ********* *** ******** *** * ******* *** ** ** ***** **** *** *** **** *** ****** * **** ***** **** **** ******* ******************** ******** ********
  

  Business Response

  Date: 26/02/2025

  Dear Mr. ******, 
  
  This is in reference to your rejection filed with the authority regarding the order number ******.
  We reviewed the case and note that you were sent an email to provide the proof that the airline would refund a non-refundable fare, to which you never replied. We understand that the airline confirmed to you verbally that the tickets would be refunded and you do not hold such proof in writing.
  

  Please be informed that the communication between us and the airlines regarding the refunds takes place in writing, for probatory purposes. We can neither accept, nor present a verbal confirmation for a simple reason: in order to cancel a booking exceptionally, we need an authorization code or a waiver to be included. Otherwise, the cancellation would follow the fare rules. We contacted today the airline to confirm us in writing that they are willing to refund the tickets and to communicate us the authorization code/waiver. As soon as e have their reply, we would proceed accordingly.
  

  Please also be informed that the owner of the ticket stock and your direct contracting party in the contract of carriage is the airline, not the portal. We do not have power of disposition and there is a limited number of actions we can do in a booking, and all these actions must be confirmed by the airline, as the owner of the ticket.

  We trust the above help clarify your concerns.

   

  Best regards,

  Customer Relations Team

  Flight Network

  Customer Answer

  Date: 27/02/2025

  I am rejecting this response because: contacting the airline, as you said you would over two months ago, was the only action necessary to facilitate this issue effectively. Instead, you sent me numerous requests to provide you with written confirmation, which I continued to explain I could not provide. Your firm only took action when I was forced to cancel the charge through my credit card company. If I had not done this, you would have continued to tell me there was nothing that you could do, and you would effectively have continued that until the date of airline travel, at which time I would have been forced to cancel the tickets and lose my money. **** ** * ******** ************** *** ********* **** ** ******** **** *** *** *** **** ** *** ****** * **** ******** *** ** *** ***. I will never do business with your company again, *** * **** ** ********** ** ***** ** ****** *** **** **** **** ******* ** ******* *** *********** ** *** ********* Thankfully I received a full refund from my credit card company, and of course you contacted the airline as soon as you realized you had to recoup those costs. ***** ** *** *** ******* ***** ** ** *****