ComplaintsforElite Airways

• Initial Complaint

  05/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  December *********************************** 2 round trip tickets to use for travel between ************* airport and ******, **. Flights were booked for 5/3/22-5/5/22. We flew out 5/3/22 with no issues. On the evening of 5/4/22 I was sent an email telling me my 5/5 flight was canceled and I was given NO options for return. I checked their website and the next flight out was 5/9/22. My son needed to be back in ******* as his next semester was starting and I needed to return as I did not have more prescription medications. We tried calling Elite but they dont answer after 5 pm. I had no choice but to book on JetBlue for $500 and we had to spend another $77 for additional hours with our car rental. I have called and emailed Elite multiple times. Their only resolution is to give me 2 one way tickets on their airline. I feel these 2 tickets dont equal the $577 I spent as well as the problems caused by the cancellation.

  Customer response

  05/24/2022

  I have not heard from the business in response to my complaint.

  Business response

  06/30/2022

  All Airlines cancel flights, it is an unfortunate circumstance of safety. Elite Airways did not receive any funds from the customer since these were complimentary tickets. There is no way to refund a customer who has not paid anything. We are very sorry for the inconvenience as it is antithetical to what we do and we are sympathetic to the difficulty it causes. Per the customer, we offered to replace the complimentary tickets, there is not much else we can, or are required to do.
  

  
  

  Customer response

  07/03/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

  The only choices I was given were to wait more then 4 days for the next flight or to spend $600 to get home that day.  ***** airlines do not complicate matters by only having flights every 4 days.  Your free tickets cost me $600.

  There was no explanation given for the cancellation and other airlines had no issues with the same route that day.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Risa

   

   

  Business response

  07/13/2022

  Please be advised that the option(s) provided were the only available as per our current flight schedule, which runs through September 5, 2022.
  
  
  
  Elite Airways is a small, regional carrier. Due to this, our weekly flights are significantly less than that of a major carrier.
  
  
  
  The fact that other airlines do not currently offer flights in to or out of ************* would be the reason for the increase in fare for your alternate flight, your change of arrival city.

  Despite your claims, no other airlines that serviced the same route that day.

  Elite Airways is the only airline to currently service ************* Airport.
  
  
  Per the ** ********** of *************** airlines are not required to provide passengers with money or other compensation for costs that fall outside of the cancelled ticket and fees directly tied to the airline ticket (such as baggage fees, seat upgrades, etc.) when flights are cancelled.
  
  
  There is no refund due as there were never any funds received from you for the cancelled flight or the flight you successfully took.
  
  
  
  Our records reflect the free vouchers were reinstated as a courtesy.
  
  
  
  The booking notes reflect this information.
  
  
  

  
  

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