ComplaintsforFlightHub

• Initial Complaint

  25/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On may 23rd 2024 I booked flight with flighthub but didn't receive any email confirmation of the flight and after speaking to the bank I was informed that the money was transferred to flight hub and when asked the sales agent they said no ticket in My name so they refund the money and I have not received it .

  

  Business response

  31/05/2024

  Dear Ms. ********,
  
  We want to inform you that we have received your *** complaint regarding booking *********** and the associated billing inquiry/refund.
  
  Upon thorough review of your booking, we regret to inform you that your booking request did not receive confirmation from *** ******. Although a pre-authorization was initiated, it was promptly voided on our end on May 23rd due to unforeseen circumstances. For detailed information, please refer to the attached document 1.
  
  Please be informed that your financial institution should release the charges normally within 5-7 business days. But it can take longer, for the processing time would depend on your bank. We suggest contacting your banking institution for further assistance and to expedite the resolution process.
  
  We sincerely apologize for any inconvenience this situation may have caused you. Your patience and understanding during this time is greatly appreciated.
  
  Best Regards,
  Customer Resolution Experts

  Customer response

  31/05/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21759365, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sunday, May 5th my wife had to cancel her trip to the Philippines due to an emergent issue with our daughter's passport. We attempted to cancel the trip to Manila, Philippines booked through Justfly and were told that there would be a $300.00 cancellation penalty for each ticket. After we complained, the agent agreed to lower the cost of each penalty to $250.00 per each ticket which struck me as odd that something like that could be decided over the phone right away. As of 8 May, only our seat changes have been reimbursed from United Airlines and we have yet to see the ticket refund Justfly said we would received. Each ticket was around $1,400.00 and we had three of them.

  Customer response

  10/05/2024

    I would like to withdrawal my complaint for ********, reference *************

   

  Against Justfly.com

   

  I have reached an agreement with the company.  Please let me know what I can provide to do’s this and thank you!

   

  VR

  ****** ******** 

• Initial Complaint

  29/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In February 2023 JustFly first gave me an incorrect departure time for a flight from Jordan to Turkey and then refused to assist me in booking another flight.

  

  Business response

  07/05/2024

  Dear Mr. ********,
  
  This is to acknowledge receiving your *** complaint about booking ***********. We have investigated your booking, that on 02Feb2024, your ticket was exchanged for 04Feb2024 AMM-ORD, and the trip confirmation and receipt was immediately sent to your e-mail ******************, and based on the history, you have reviewed the trip information. (Please see the document attached for the trip confirmation and receipt.)
  
  The same trip information can also be found directly on your customer page. (Please see the document attached for the customer page.) Kindly note that as a traveller, it is your responsibility to verify the most updated flight times at least 72 hours before departure and prior to the airline check-in time. Please be advised that the same details were disclosed in JustFly terms and conditions section 16. Flight Information at ************************************************************
  We understand that you have reached out to our chat support on Feb 4 and 5 and that you have missed the flights and have purchased new tickets. Please be advised that we have tried assisting you through the chat explaining the airline and JustFly fees and additional collection would apply to change your ticket. However, you rejected and advised that you will keep the booking as it is. (Please see the document attached for the assistance that was offered but you have decided to keep the ticket as is.)
  
  Then, starting on Feb 7 you have initiated a chargeback on the reservation and have not reached out again until Feb 24, 2024 for a refund request.
  
  Please note that at this time, the ticket was already purged in our system, TK ETKT: TICKET NUMBER NOT FOUND and is already considered forfeited for the airline tagged the reservation as a no-show: 17 SSR OTHS 1A HX/ REZ CNLD DUE TO PSGR NOSHOW ON TK815/04FEB24.
  

   

  Kind regards,
  Customer Resolution Experts

  Customer response

  09/05/2024

  
  Complaint: 21636653
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  28/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My connecting flight from SJU to YYZ was improperly booked by Flight Hub. *****/******* DL 6966 thru SJU was impossible given my arrival time from AXA on the 1st leg of the trip -- and should not have been ticketed. ***** agents actually told me it was not a "legal" booking. The Flight Hub chat agent gave me misinformation the night before the flight. He said I could check in up to 2 pm at the ***** counter. (I started the chat because I was not able to check in online with this ticket). The information given by the agent was not true. It was not possible to check in at the SJU airport through *****. I have a record of this chat. And then Flight Hub was unreachable when I lost the flight at SJU. I ended up having to fend for myself and stay overnight at JFK airport to get back to Toronto. Flight Hub agents keep denying any responsibility but the company is the travel agent who booked this impossible flight and should compensate me for the improper booking and ruined vacation. It is their job to know that (1) ***** could not check me in and (2) that ** was responsible but that the ** counter would be closed when I arrived at SJU so that wouldnt work.

  

  Business response

  02/05/2024

  Dear Ms. *****,

  This is to advise that we have received your *** complaint for booking ***********. Kindly note that we have checked your booking that was issued on 05Mar2024 with ***** ******** as the validating carrier for your ticket. We understand that your booking was affected by the airline schedule change which is beyond our control. However, we noticed that ****** *******, flight 3M 108 has changed the flight times from AXA as 12:05 p.m. to SJU 1:10 p.m. 

  We investigated the minimum connecting time for international flights in the system and 1 hour is a valid connecting time from SJU airport. (Please see the document MCT.) We are sorry that you're unable to check in before your flight and you missed the connecting flight from SJU to YYZ. However, we have shared the airline confirmation as well that flight DL 6966 is operated by ******* and this information can also be viewed through your customer's page. (Please see document DL 6966 operated by WS.) 

  We sincerely empathize with the situation and we understand that ***** ******** has re-protected your flights from SJU to YYZ with a connecting flight in JFK at the airport and that you had to stay in a hotel. However, the airline could also have offered you a hotel voucher if this was available at the time. Therefore, we would recommend making a claim for your hotel expenses directly with ***** Airlines at *********************************************************************
  
  Kind regards,
  Customer Resolution Experts

  Customer response

  03/05/2024

  
  Complaint: 21636204
  
  I am rejecting this response because:  It does address the role Flight Hub played and Flight Hub is not taking any responsibility.  Flight Hub gave me INCORRECT information when I contacted them the night before the flight. They said they checked and I would be able to check in.  This was NOT TRUE. A one hour connection was not possible because the counter was closed at that time. The agent also didnt know who was actually respnsible for checking me in - **** ***. not *****, which compounded the problem. In short, Flight Hub sold me a connecting flight that did not give enough time at SJU and then their agent gave me bad information and caused me great stress and extra expenses when I missed my flight. ***** told me it was not a properly booked ticket. I want $300 compensation from Flight Hub. 

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

  

  Business response

  10/05/2024

  Dear Ms. *****,
  
  Please be advised that we have reached out to ***** ******** regarding the 1-hour minimum connection time at SJU via a phone conversation. We were informed by the airline representative that it was indeed a valid connection. (Please see the attached document, DL advised that for international flights, 1 hour is the minimum connecting time.)
  
  We have verified that the first flight segment of your ticket, AXA-SJU with ****** ******* was flown. Additionally, ***** Airlines has re-protected and exchanged the next flight from SJU-YYZ with a connection in JFK, which was also flown.
  
  We strongly recommend that you submit a claim for your hotel stay in JFK directly through *****'s reimbursement portal at ************************************, along with the hotel receipt. Please be informed that we cannot guarantee that the airline will allow reimbursements/compensation for the one-night hotel expense.
  
  Kind regards,
  Customer Resolution Experts

  Customer response

  13/05/2024

  
  Complaint: 21636204
  
  I am rejecting this response because:

  You are not responding to my complaint. It is not relevant **at ***** says about the connection time BECAUSE ***** COULD NOT ISSUE ME A BOARDING PASS, ONLY **** *** COULD AND **** *** DID NOT STAFF THEIR COUNTER WITHIN MY CONNECTION TIME. 

  Please try to understand the circumstances of this complaint! I am frustrated with your misleading and inaccurate responses so far. 

  I expect you to acknowledge what you did wrong and to provide compensation. ***** is not responsible for what happened - you are. 
  
  Sincerely,
  
  ****** *****

  

  Business response

  21/05/2024

  Dear Ms. *****,
  I am writing to follow up on your *** complaint concerning booking ***********. We sincerely empathize with the inconvenience you experienced during your recent trip with *****.
  After reaching out to ***** and their partner *******, which operated your flight, we confirmed that the connecting time in San Juan was valid. We understand that upon your arrival in San Juan, you missed your connecting flight because the ******* counter was not staffed. ***** rebooked your flight to accommodate this issue. Unfortunately, we do not have visibility or authority over airline operations at the airport, but we took the liberty of opening a claim with *****, the ticket issuer, as they bear the responsibility for this situation. We will follow up on the claim and keep you notified of any progress.
  Additionally, as we recognize that the information provided to you by us did not meet our standards, FlightHub has decided to offer you a refund of 150.00 CAD as compensation for the inconvenience. We appreciate that you have accepted our offer, and we processed the refund to your credit card on May 20, 2024.
  Once again, we sincerely apologize for the inconvenience caused. If you have any further questions or concerns, please do not hesitate to contact us.
  Kind regards,
  Customer Resolution Experts

  Customer response

  22/05/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21636204, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  15/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased a round trip ticket from FlightHub on February 7th, 2024 to depart from ********, ***** on February 14th, 2024 to *****, **** on flight #*** and return to ******** on February 28th, 2024 on flight #***.My booking reference #*********** I have been told at the time of return from ***** to ******** that i do not have a return flight ticket booked although i had shown the **Ticket information with the proof of FlightHub booking!!!The travel agent at the airport refused to allow me to travel back to ***** with my ticket despite showing him proof of payment and itinerary I paid $536.97 for this ticket through this travel agency and i need a refund!! I was supposed to travel with ** ******** according to my ticket with FlightHub but i had to postpone my travelling a week later and purchased a whole new return ticket for March 10th, 2024 with *** ******* ******** on flight #***** I reached out to FlightHub more than a month ago to refund me back my ticket and they said they need to reach out to ** ******** to investigate and they havent got back to me. I called them again a week ago and they said it will take 3 months to investigate!!! I need my money back since i lost money on this ticket even though i wasnt allowed to travel with it. FlightHub sales department did not help at all to solve my problem and until now, i did not get my money back. I want to file a complaint against this travel agency as theyre committing fraud and stealing money from clients and getting away with it.

  

  Business response

  24/04/2024

  Dear Ms. ****************** is to acknowledge your *** complaint about booking *********** with ** ********. We understand that you were denied boarding the plane for your return trip which caused you inconvenience and purchased a separate ticket to *********
  
  We sincerely apologize for the inconvenience caused and for the experience that you had to go through. Kindly be advised that a refund of CAD ****** will be processed to the original form of payment on your credit card with the last digit ending ****. Rest assured that our Customer Resolution Expert, ******, will reach out to you by phone or email to facilitate the refund.

  
  Once again we sincerely apologize for the inconvenience.
  Kind regards,
  Customer Resolution Experts

  Customer response

  25/04/2024

  
  Complaint: 21577578
  
  I am rejecting this response because: I had lost $1000 total for this trip; once due to misinformation about the **** requirements which i accepted that it was somehow my fault that i didnt ask more information about the **** requirements but the agent didnt mention any **** requirements either and i ended up losing $500 ticket for the same trip.

  But, for this second ticket that the airline didnt allow me to board, i am not accepting the refund of $144. I paid $536 for this ticket in total so i dont care if the return ticket was cheaper on their end. I need a refund for half of the ticket i paid for. Minimum of $250 should be refunded back to my account. 
  
  Sincerely,
  
  *************************

  

  Business response

  29/04/2024

  Dear ****************,
  
  We understand you booked two reservations with us, the first one under booking reference *********** from ***** February leaving ******** arriving in *****, which due to **** issues was forfeited. As a traveler, you should check accurately and verify with the relevant embassy about passport and **** requirements in advance. It is your responsibility to be in possession of a valid passport and, if appropriate, a ****. Under no circumstances will FlightHub be held responsible if you do not have the right travel documents or permissions. Kindly refer to the following link: **********************************************************************
  
  Therefore, a second reservation was booked on 07 Feb with new dates under booking reference *********** with ** ********. We understand that you were denied boarding the plane for the return portion which caused you inconvenience and you purchased a separate ticket to ********. We sincerely apologize for the inconvenience caused and the experience you had to go through.
  
  Please be advised that FlightHub goodwill refund processed on 24 Apr for CAD ****** was based on the information provided by ** ********. FlightHub, as a Travel Agency, can only abide by ** ******** prices, fare rules, and policies as they are the ticket's validating carrier.
  
  We empathize with the loss of your initial reservation; however, as mentioned above FlightHub cannot be held responsible if the passenger does not have the right travel documents or permissions.
  
  Once again we sincerely apologize for the inconvenience.

  
  Kind regards,
  Customer Resolution Experts

  
  

  Customer response

  30/04/2024

  
  Complaint: 21577578
  
  I am rejecting this response because: i did accept that first ticket somehow was my responsibility to check the **** but im not accepting the refund of $144. I lost a lot in this trip for the duration of 2 hours flight!! I either have a minimum refund of $250 or im not taking my complaint off of ***. End of story 
  
  Sincerely,
  
  *************************

• Initial Complaint

  15/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I book a thicket with Flighthab on 04.03.24 and something went rong and I wasn't sure if went through. I call them on the phone and they said: No,because the prize change to 1600$.I Didn't agree and decided look for another ticket.On 04/05/24 I book the same fligth with ******. The same day I learned my credit card is charged.I called Flighthab to cancel the thicket,but they said I can't, because my thicket is not refundable. I pleaded for credit for future travel, but they said: No. Now I have 2 tickets for the same flight. ** ******* ****** ** * ************

  

  Business response

  22/04/2024

  Dear Ms. *******
  
  This is to acknowledge receiving your *** complaint for booking ***********. Kindly be advised that ****** Flugdienst authorized a refund with the airline cancellation fee and with your approval the refund was processed on April 18, 2024, for 1024.00 CAD on the original form of payment with credit card digits ending ****. Kindly allow for the amount to appear on your bank statement for up to 8-10 business days.
  
  Therefore, we will consider this case closed on our end.
  
  Kind regards,
  Customer Resolution Expert

  Customer response

  23/04/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21575389, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They won't change the phone number on my booking. I filled it out wrong and just want to correct it. They want me to cancel the booking and rebook, losing the fee.

  

  Business response

  11/04/2024

  Dear Ms. ****

  We sincerely apologize for the inconvenience caused to you about booking ***********. Kindly be advised that the booking was aborted on April 9, 2024 with your approval over the chat. However, please note that the FlightHub modification fee of CAD 75.00 was refunded to the original form of payment with digits ending in ****. Kindly allow up to 5-10 business days for the amount to reflect on your bank statement.
  

  Once again, we sincerely apologize for the inconvenience.
  Kind regards,

  Customer Resolution Expert

  Customer response

  17/04/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21553958, and find that this resolution is satisfactory to me.

  Overall still awful service.

  
  Sincerely,
  
  ********** ****

• Initial Complaint

  07/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  JustFly complain:On Mar 27, 2023, I purchased two tickets to travel from LAX to ******** on ****** ******* from *********** subsidiary of FlightHub Group Unfortunately, I had to make a date change from April 27, 2023, to September 01, 2024. First, I spoke with ***** ******* and then a representative from ***** ******* on Apr 26, 2023, made three ways call with a travel agent by the name of ****** who completed the transaction with both the date change and the upgrade to business class. I agreed to pay the fee for the date change to JustFly on Apr 26, 2023, and the additional amount to upgrade to business class to **************** on Apr 26, 2023. The travel agent confirmed that the date change and ticket upgrade had been made after paying the fee of $****** to *********** for the date change and transferred the cash credit from the original ticket ******** of each ticket toward the new upgrade business class ticket which was ******** each. My credit bank was charted an additional difference between business class and premium economy class of $1894.00 (total 0f $ *******) for each ticket upgrade to ******************. The new itinerary and E-Ticket ***** ******* confirmation number ****** was sent on Apr 26, 2023, with the new date Sep 01, 2024, and returning on Sep 29, 2024. On Jan 2024, I called ***** ******* to confirm my new itinerary and E-Ticket but the ***** ******* representative cannot confirm my new itinerary and E-Ticket. The Japan representative told me there is an old itinerary and E-Ticket which are open to use or update the travel date. I have been trying to resolve the issue with both *********** and ******************. Finally, I received a call and email from ****************** name ********************* said they can only refund the difference additional upgrade business class ******* because JustFly hold the credit of ******* from the old ticket or did not give the old cash credit toward the new booking.JystFly is a deceptive and unlawful practices organization. I noticed JustFly manipulated and reported or update trip in my justFly account after I disputed the charge with discover credit card. I also try to understand what it means by booking statue: Future Credit Available but no instruction or information regarding how to use the credit on JustFly website. I chatted with justFly life representative name ***** on Apr 06, 2024, regarding about the future credit. ***** said I can see that there is a request that was sent to investigate the file further about the restricted travel credit and you are requesting for a change maam, however there is a chargeback set on file for this booking, so in order to continue the investigation, you will need to submit a drop off letter so we can continue to assist and check the booking. I paid the ****** fee to change the travel date to *********** on Apr 26, 2023, by **** card posting date on Apr 27,2023, and received the new itinerary and only one E-Ticket (supposed to be two). I want my money back or resolve this issue and prevent in becoming JustFly and ****************** victim. Please dont hesitate if I can provide to any support information.Below are the support documents: JustFly reported wrong information:My Trip to ******* (BKK)Thu 27 Apr, 2023 - Sun 28 May, 2023 Reference Number: *********** Booking Status: Future Credit Available USE TRAVEL CREDITS VIEW MY BOOKING My Trip to ******* (BKK)Thu 27 Apr, 2023 - Sun 28 May, 2023 Reference Number: *********** Booking Status: Future Credit Available Welcome, Opas!We hope you had a wonderful trip!*********** Booking Number: *********** Booking status: Flown My Trip to ******* (BKK)Thu 27 Apr, 2023 - Sun 28 May, 2023 Reference Number: *********** Booking Status: Future Credit Available Welcome, Opas!*********** Booking Number: *********** Booking status: Cancelled I did not travel or use this ticket because this was an old ticket which I chage the travel date and upgrade to business class.JustFly Fair Rules and Restrictions:Important flight information Please note that the state of your reservation *** not reflect the latest updates done by the airlines.Please note that due to the ******19 outbreak, airlines have issued travel advisories that *** override the fare rules and restrictions determined at the moment when tickets were purchased.Tickets are non-refundable and non-transferable. Name changes are not allowed.Fare Rules and Restrictions:Changes allowed (fees apply).Cancellation allowed within 24 hours of booking confirmation (fees apply).Visit and review our cancellation policies for additional information.Email confirmation of new itinerary and E-Ticket:On Wednesday, April 26, 2023, at 02:59:16 PM PDT, Reservation Desk <******************************> wrote: Credit statement paying to *********** for The Traveling Date change. On Aug 13, 2023: Email error on E-Ticket On Sep 01, 2023: Email error correction On Jan 2024: Phone conversation with ***** ******* representative name **** On Jan 16, 2024: Email attempt contacting ****** to confirm E-Ticket ON Feb 2024: ****** phone concversation and email of refund businese class up grade money from reservation Desk Phone:*****: I will initiate the process of refunding money corrected by Reservation Desk because cannot confirm ***** ******* business class E-Ticket and issue with JustFly about the ***** ******* premium economy money.Email: I have made many attempts to contact *********** via phone calls, and *********** website, chat blot but unable to get any response since Jan 2024 after ***** ******* representative informed me no ***** ******* confirmation ****** or upgrade business class ticket was on file. It was not until the last week of Feb 2024, a JustFly representative called and told me he would investigate the matter after I told him I requested the Date change on Apr 26, 2024, and not an Open ticket. I also paid JustFly a Fee for the date change and new update business class itinerary with ***** *******, confirmation number, ****** that were issued (see itinerary above). I have not received a call or email from him after promising a call back within 24 hours or the best solution within a 10-business timeframe. This allotted time of 10 days set by him in which was the ONLY time I was able to speak to someone directly. Furthermore, I have been unable to speak with any representative from *********** directly to discuss and resolve the matter since he did not provide his direct contact phone number or email (I asked) and I can only wait for his phone call or email. I have gone through every means so that *********** contacts me or at least provides a contact number but my exhausted attempts have been futile. Below is some of the conversations between *********** representative and I:JustFly representative, so please give it 24 hours and I will follow up with you OK and listen for 24 hours OK and there will be probably a solution within the next 7 to ****************************************************************************************************************************I responded: OK yeah I just want to come up with some resolution on this one because like you know we was planning for this trip. it's very urgent for us also to travel on Sep 01, 2024.He confirmed again, I will follow up with you give me 24 hours OK and I will return back to you I will listen to the calls see where it went wrong and if it's a mistake we will try to finalize this for you in a manner that makes you satisfied

  

  Business response

  15/04/2024

  Dear **********************,
  
                Based on the information you provided and our records, it becomes apparent that unfortunately,you have been ******* by **************** or ****************** where they have provided you false information on your actual reservation and collecting money from you.
  
  Justfly is not affiliated with ****************** and we would suggest reporting the fraudulent charges performed by ****************** to your financial institution immediately,
  We also believe that as you were trying to reach ***** Airline directly you have been redirected to a fraudulent website impersonating as ***** *******s which ultimately conferenced the call in to this agent ****** that you are referring to in your complaint.
  
  See below link:
  *********************************************************************************
  
  
  At this current point, we can confirm that your tickets under reservations *********** and *********** were not exchanged as promised to you by ******************.
  
  We have transferred your file to one of our Case Resolution Expert Vannerie. She will contact you by phone and email you to the email address found in this *** Complaint.
  We would kindly ask you ********************** to not contact anymore AirFareService for your data and financial protection.

  We have added as well an informational article from the ****** ******** ****** on common Air Fare ****.

  ************************************************************************************************************************
  
  
  Kind Regards,
  
  Customer Resolution Expert Team

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Booking *********** April 3rd 6.18pm PDT booked a flight with ***** ******** refundable within 24 hours April 4th 810am tickets still not issued and pending. Called but took 1 hour hung up. Chatted with agent told $75 x5 per ticket to cancel that the tickets are ok Continued to call and chat and explain that because of loyalty and spending 15k with no issues and very happy with them in the past we used them again instead of ***** ******** directly. Told nothing can be done I have to pay $375. While talking and chatting received a email Unfortunately, we couldn't fulfill your booking request We regret to inform you that an unexpected airline change has led to your booking being cancelled. Occasionally, airlines make unforeseen changes to their flight schedules that result in confirmed bookings being incomplete or unfulfilled. While we were unable to fulfill this particular booking request, searching for a new flight is a few clicks away! Logged into account and it said Unfortunately, we were unable to secure your tickets and had to cancel your booking as we were unable to receive payment within the airline’s booking time limit. We apologize for the inconvenience and invite you to make a new reservation here . So now I log into my credit card and sure enough there is a charge for $375 charged for a service that was never delivered tickets were never issues and we cancelled way before the 24 hours. Please refund this the bank advised me to contact you first and I tried for the love of God I tried and wasted so much time. Your agents all need to be fired they lack any critical thinking skills or empathy, kindness all Robots and for what because I was loyal to you? Spent almost 15k with you in the last year. I have to go to the Philippines 3 times a year your going to poop on my loyalty and future business for a fraudulent $375 charge. Life isn't all about money let's take a step back and respect the people the customers that make you money. Thank you

  

  Business response

  11/04/2024

  Dear Ms. *****,
  
  This is to acknowledge that we have received your *** complaint. We sincerely apologize for the inconvenience caused to you. Please be advised that as a courtesy we will refund the amount of CAD 375.00 to the original form of payment.
  
  Rest assured that one of our Customer Resolution Experts, Rowell, will be in contact with you to facilitate the refund of CAD 375.00 accordingly.
  
  Kind regards,
  Customer Resolution Expert

  Customer response

  11/04/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21535499, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  26/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Mar 5, 2024 I contacted FlightHub through their online chat to redeem my flight credit of $843.22 CDN. I wanted to set up a return flight from Kelowna to Los Angeles. The Agent (*****) advised that we can book for the dates departing on June 11, 2024 and return June 18, 2024. During the time of processing the booking the agent advised me that according to ***** ********, I was to use the credit with them by Mar 22, 2024. I advised ***** that I was given an extension to use the credit by no longer than July 22, 2024 and that I have the email confirmation from FlightHub with the new extension. ***** advised that he could not proceed with the booking due to the discrepancy and that this will need to reach their investigation team. ***** then advised me that I have two options, which was Flighthub pays for the flight or receive a full refund of my credit b****ce of $843.22. I advised the agent that due to the countless number of hours I have spent on trying to book the flight I wanted the option of the refund. At this point it was going to the investigative team for review and that I was to be contacted by phone within 24 hours. I was not contacted the following day. I reached out again on Mar 8 2024 and was once again advised by Agent **** that all she can do was to enter extra notes to escalate the resolution and that I was to be contacted in 24-48 hours. Again, no further response or call from FlightHub. I again contacted FlightHub on Mar 18, 2024 and was instructed the same response. This has come to time where I have to file a formal complaint with *** to help get resolution and to have FlightHub refund my credit as that option was given to me. For reference, the Booking ID# *********** and the Case number given to me from FightHub to escalate on resolving this issue is *******. At this current moment, my wife and I had to cancel our holiday commitment with our employer due to waiting for a contact from the investigative team.

  

  Business response

  04/04/2024

  Dear Mr. ******,
  
  We would like to inform you that we received your complaint through *** regarding your booking ***********.
  
  We sincerely apologize for the inconvenience caused to you.
  
  Please be informed that your file is on top priority to handle and investigate.
  
  We reassure you that one of our Customer Resolution Experts will be in contact with you for an update on the investigation and to provide you with a resolution.
  
  Thank you for your understanding.
  
  Best Regards,
  Customer Resolution Expert.

  Customer response

  07/04/2024

  
  Complaint: 21488774
  
  I am rejecting this response because:

  I received an email from the Case Resolution Experts from FlightHub on April 4, 2024 offering me an e-credit for ***** ******** in the amount of $600 usd to use by December 2024.

  I rejected the offer due to booking cost directly with ***** would result in higher overall cost to me. It would a lot cheaper to book with an independent booking company such as ******* or even with FlightHub. I was set to pay $388 cdn for two return tickets from Kelowna to Los Angeles this June. 

  All I am asking for FlightHub is to follow through with providing me a refund of my flight credit or pay for my tickets which was offered if the Investigative Team found fault on their end, which it clearly is. I could not for some reason attach my screenshots of my conversation with the agent from FlightHub. I can send that to you later if needed to prove the credit was extended to July 22, 2024. My wife and I had to give up the vacation slot with our employers not knowing and waiting for FlightHub to rectify this mistake of theirs.

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

  

  Business response

  16/04/2024

  Dear Mr. ******,
  
  Please allow us more time to provide you with a satisfactory resolution. We understand that you did not accept our previous offer. Rest assured that your file is being handled by our Customer Resolution Expert, Vannerie. We sincerely apologize that you have to give up your vacation slot and we sincerely apologize for the inconvenience.
  
  Thank you for your understanding.
  
  Kind regards,
  Customer Resolution Expert

  Customer response

  18/04/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21488774, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

*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. ↩