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:05/06/2025

  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 have been issued flight vouchers from Contour Airlines. I fly out of *********** **, into ************ **. I attempted to book a flight to see my granddaughter and my son over father's day week/weekend. I was unable to book online for this time frame or ANY other time frame. I than contacted customer service on 5/4/2025 to be informed the airline no longer flies into ************ from *********** NY, and informed they fly into D.C, I asked why I was not notified, and customer service apologized. This does not rectify my heard earned money paid to Contour Airlines. I asked for a refund as I can NOLONGER use my vouchers. The representative told me I can fly into D.C instead! I asked if another airline would honor my voucher, the answer was no. I then asked again for a refund, and I was told to contact via email customer service. I contacted customer service via email and the representative said it was my problem as the reason I was given a voucher is because I voluntarily canceled a scheduled flight, and the ticket was non refundable. I then informed the agent it was non refundable to fly from *********** to ************ , a service they no longer offer. I asked again for a refund. She said , "NO SIR".. ******** you will see the chain email. Also attached you will see the flight vouchers and numbers.

  Business Response

  Date: 05/07/2025

  Good Afternoon,

  Mr. ****** was provided a one time exception and was refunded for the unused flight vouchers.

  Sincerely

  Gina 

  Customer Answer

  Date: 05/07/2025

  see attached email. I have been notified that I will be receiving a full *********
  
  
  ****** *******
  
  
  
  
  
  
  
  
  
  
  
  CcBcc
  
  
  
  
  
  
  On Mon, May 5, 2025 at 5:18?PM ****** ******* <**************************************************************************************> wrote:
  
  Good Afternoon,
  
  
  Thank you for contacting Contour Airlines. 
  
  
  As a one-time exception we have refunded your card ending in **** the voucher amount of $60.01, $20.00 and $120.00 and $118.00. These were booked on separate transactions because you have made multiple volunteer changes to this original reservation.  Please see all your credit receipts below:
  
  
  
  
  
  
  Sincerely
  
  ****** ****************************** Manager
  ****************************************************************** dba ********************** Airlines
  ****************************************************************************************
  ************ Customer Care
  Visit us at ************************************** 
  
  
  
  
  
  From: ***** ****** <******************************>
  Sent: Monday, May 5, 2025 1:52 PM
  To: DL Info <***************************************************************>
  Subject: Refund Exception approval for Flight Vouchers based on failure to notify no longer flying into *************
  
  Some people who received this message don't often get email from ******************************. Learn why this is important
  CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  On May 4, 2025 I attempted to book a flight from *********** ** into ************ encountering problems, leading me to contact the airline to book a flight. It was at this time I was informed via email, and phone conversation that as of May 1, 2025 Contour no longer flies into ***** from ***********, only D.C. 
  Based on this, and no notification of the change, I humbly ask for a refund for vouchers, as I have no purpose or need to fly into D.C. My vouchers, which I will supply you with, total $318.01. This is a hard blow financially. My last flight that I had to cancel due to a family emergency, I was assured the vouchers would be good for a year to fly my route. Please see attached voucher info.
  Your assistance in this matter is beyond appreciated.
  Sincerely
  ******* P ******
  ************************
  *************, ** 12962
  ************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Send
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  ***** ****** Mon, May 5, 5:46?PM (2 days ago)
  
  Thank you so much for your help and understanding.SincerelyRandall ******
  
  
  ***** ****** 6:57?AM (11 hours ago)
  
  Good morningCould you please advise me when the refund will be issued. I am just concerned as nothing has appeared in the card ending in 2152RegardsRandall Patr
  
  
  ****** *******
  7:23?AM (10 hours ago)
  
  
  
  to me
  
  
  
  
  
  
  
  
  
  
  May take 3-5 business days.
  
  
  
  
  Sincerely
  
  
  ****** ****************************** Manager
  ****************************************************************** dba ********************** Airlines
  ****************************************************************************************
  ************ Customer Care
  Visit us at ************************************** 
  
  
  
  
  From: ***** ****** <******************************>
  Sent: Wednesday, May 7, 2025 5:57 AM
  To: ****** ******* <**************************************************************************************>
  Subject: Re: Refund Exception approval for Flight Vouchers based on failure to notify no longer flying into Philladelphia
  
  You don't often get email from ******************************. Learn why this is important
  
  
  
  
  Thank you for the update.
  Thank you very much.
  Thank you for your assistance.
  ReplyForward
  Add reaction

  Business Response

  Date: 05/08/2025

  I am sorry to hear the passenger has rejected the refund. This has been processed to the passengers credit card and cannot be reversed. No other options will be offered to the passenger.

  Sincerely

  Gina 

• Initial Complaint

  Date:02/28/2025

  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.

  Contour airlines has the worst on time record of any airline in the industry. I was delayed 3.5 hours from *********, wv to my connecting city. The overhead bins do not accomodate any roller bags. I had to gate check my bag. We arrived 3.5 hours late for my connecting flight and I had 15 minutes to get to my connecting gate. I waited in the jet bridge to collect my bag. I first hand witnessed the baggage handler drop my bag while loading it off the plane, causing a crack and large dent in the bag. Because of the delay, I told the gate agent what had happened but I had no time to file a complaint. She informed me to call customer service and document the damage with photos. I followed all of these protocols and called and emailed customer service upon my arrival to my final destination. I was told by the agent to provide photos and I was assured they would compensate me for my damaged bag. I then went around in circles over several months of back and forth with customer service. They then refused to compensate me for the damage to the bag because I took a connecting flight and they demanded I contact that airline, even though they had NOTHING to do with the damage. I complied and as expected, the airline thought Contour was insane for insisting they would be responsible for an incident in which they had no involvement.Contour is a inferior airline, just look at their ratings online and on BBB. Stay away. They take no responsibility for their customers safety, personal belongings or any damage to personal belongings and they certainly do not value customer service or doing what is right when they are responsible for damage.

  Business Response

  Date: 03/01/2025

  Good Morning, 

  Im truly sorry to hear about the damage to ***** Lims luggage. We understand how frustrating this situation must be, and I sincerely empathize with the inconvenience it has caused.
  Id like to clarify that ***** contacted our ************* team in October regarding the damage from a July reservation. However, our contract of carriage specifies that claims must be submitted within 4 hours of arrival, and since the claim was made several months later, we were unable to process it due to this policy. I understand this may be disappointing, and I regret that we are unable to assist further in this instance.

  Thank you

  ******

  Customer Answer

  Date: 03/08/2025

  Contour airlines response is factually incorrect, again another attempt by the horrific customer service team to change and lie about the facts. I contacted their customer service via emails and phone the day of the incident on July 14th, 2023 and then had several interactions thereafter regarding the issue as no one from Contour was taking responsibility for the issues. The *** who responded noting November 2023, that was a ***eat follow up from my initial July 2023 request for help. It is now March 2025 and I have been dealing with this since July 2023, that gives you a sense of the incompetence of their customer service :)

  Customer Answer

  Date: 03/08/2025

   
  Complaint: 23005647
  
  I am rejecting this response because:

  Contour airlines response is factually incorrect, again another attempt by the horrific customer service team to change and lie about the facts. I contacted their customer service via emails and phone the day of the incident on July 14th, 2023 and then had several interactions thereafter regarding the issue as no one from Contour was taking responsibility for the issues. The *** who responded noting November 2023, that was a ***eat follow up from my initial July 2023 request for help. I ask them to check their records (unless they destroy and alter historical evidence) and they will see I ***orted the incident immediately after the incident and was given a nonsensical excuse that I needed to ***ort a claim with the last flown airline - which I did and was refused since that airline no involvement in the incident.

  It is now March 2025 and I have been dealing with this since July 2023, that gives you a sense of the incompetence of their customer service :).

  Sincerely,
  
  ***** ***

  Business Response

  Date: 03/10/2025

  Good Morning,

  After thoroughly reviewing Mr. **** damaged bag case, we asked for the damaged file number from Mr. *** when he reported the claim on the day of travel and no file or claim was started until October 2023. As previously mentioned in our several correspondence with Mr. *** our Contract of Carriage states damaged bag claims must be made immediately upron arrival at the station and passengers have up to 4 hours to file a claim.

  Contour Airlines has denied this claim due to the time frame. 

  Sincerely

  **** L

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23005647
  
  I am rejecting this response because:

   

  **** L is a liar. **** L, why dont you provide the screenshots from your email back and forth? You told me to go back to the last airline I flew during my connection. They wouldnt give me a claim number because they had nothing to do with the damage. Your airline refused to provide me with a claim number despite calling your customer service agents immediately when I happened and being told to send photos and an explanation of what happened because they kept insisting I needed to file a claim with an airline that was not a party to the damage  

  I hope the world is seeing how dishonest and fraudulent Contours and Ginas actions are. She is making things up and has revisionist history to benefit her claim. Send the world the evidence the back your assertions. And no manufacturing of emails that dont exist.
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 03/11/2025

  I have attached a copy of the email from Mr. *** dated October 2023 3 months after Mr. **** travel date. I have also included a copy of our Conract of Carriage that states passengers must file a claim within 4 hours of arrival. Contour will not be liable for the damaged bag due to the time frame. This is our final decsion.

  Sincerely

  **** L

• Initial Complaint

  Date:02/26/2025

  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.

  If you have children and will be traveling with a car seat, DO NOT FLY Contour Airlines. After losing my daughters car seat on Sunday 2/23, not being able to pick up the carseat until the next day 2/24/25 after being found the night of 2/23/25, the Parkersburg managment acting as though I was a burden and told to contact customer care with issues after DESTROYING my daughters car seat they have chosen now not to replace said car seat. I specifically asked for paperwork the night before and when I picked up the car seat and she advised there was nothing they had to do on their end. When I contacted customer support they advised that *********** said I never tried to report an issue. They also never filed a delayed ticket the previous day with my missing car seat and now contour is saying I didnt file in a timely manner to avoid reimbursement. Now, not only did I have to purchase a new one to get ******* home but my very recently purchased car seat has to be replaced!

  Business Response

  Date: 03/09/2025

  Passenger ******* ***** traveled on LF3402 CLT PKB on 02/23/2025.The delayed bag file number that PKB Station Manager filled out was under file PKBLF40836823. The notes entered on the date of travel for the delayed bag was due to late check in at CLT and *** inspections the seat could not be put on the original flight. It would be put on the next flight the same day.

  When Ms. ***** arrived in PKB she was offered the loaner car seat that *** offers until her car seat arrived. Ms. ***** denied this stating they had another car seat. The car seat arrived on LF3404 the same day and when the car seat was picked up from the station no mention of any damage was reported until the next day. Per our Contract of Carriage, the passenger must report within 4 hours. 

  Sincerely

  **** L

  Customer Answer

  Date: 03/10/2025

  They LIED. I did report damage within 4 hours of pick up! I have attached the email for proof. 

  Customer Answer

  Date: 03/10/2025

  They LIED. I did report damage within 4 hours of pick up! I have attached the email for proof. 

  Customer Answer

  Date: 03/10/2025

  They LIED. I did report damage within 4 hours of pick up! I have attached the email for proof. 

  Business Response

  Date: 03/13/2025

  The PKB Station Manager stated the car seat arrived on LF3404 CLT PKB on 02/23/2025. The car seat was picked up on the morning of 02/24/2025 and no mention of any damage was ****** to the airport staffs attention when picked up. Ms. ***** sent an email in the afternoon on 02.24.2025 asking for reimbursement for the delayed car seat and damaged car seat after she had picked up the seat. She then went back to the *********** later after 5:00 PM.

  Contour will not be liable for the damaged seat. 

  Sincerely

  **** L

• Initial Complaint

  Date:01/23/2025

  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 booked a round trip package from *** to ******* for January 23rd 2025 via ************* for Contour Airlines. The trip was booked for two adults (myself and my sister) and my three children ages 4, 2, and 7 months. I received confirmation via email and assumed everything was fine. The night before the trip (January 22nd) I received an email from Contour stating that my two year old would not be considered a lap infant and would need his own separate ticket purchased. I was unable to purchase a ticket for my two year old son without also having to purchase a ticket for an adult to accompany him. Contour instructed me to reach out to Priceline where I was told only contour could issue the refund or some form of credit. I worked with a Priceline supervisor (*****) to resolve the issue but I was sent back and forth with no resolution. Im seeking a full refund due to missing my flight because of contours failure to inform us of their infant policy. My two year old was the only individual unable to check in for the flight so we never made it to our destination. The customer service representatives did everything they could to help but contour is refusing to take responsibility for failure to inform of their personal policy for third party site booking. It was not listed nor explicitly clear that my two year old would not be considered a lap infant and that we would need to purchase a ticket for him on Pricelines website. Contour reached out to me last minute via email causing all kinds of inconvenience and chaos. Their unwillingness to resolve the issue or at least meet me half way has been disappointing and extremely frustrating.

  Business Response

  Date: 01/23/2025

  Good Evening, 

  The passenger is not entitled to compensation or refund. The passenger called and emailed on 11/22 to add child as an infant. We advised that a two year old is no longer is an infant and would need a ticket. This is an *** reqiurement for all airlines. Since this is a third party ticket the orginal booking source would need to make this addition. We also advised the third party of our policies in the reservation and via the phone. The passengers missed flight and we advised the third party to protect on the next available at no additional cost. The passenger neglected to add child to reservation or tried to pass child as an infant. 

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22849171
  
  I am rejecting this response because:

  I was not trying to pass my child off as an infant nor did I neglect to add him. When I booked through Priceline I booked him as a lap infant under my sisters ticket. If that wasnt acceptable then I should not have been allowed to purchase with and the booking should not have been confirmed. I did not miss my flight, it was supposed to have been cancelled because I cannot travel without my child and I was not allowed to buy a ticket for him without another adult. I still went to the airport at the advice of both Priceline and Contour to be told that there was nothing to be done. To not give me a refund due to information not listed on the site is not my fault. I would have purchased an additional ticket had that been specified when booking. I do not appreciate Contour blaming Priceline and Priceline blaming Contour with the resolution being I lose my money- it is asinine and unacceptable. The next available flight Contour offered me was Sunday, which was the day I had to return, so that option was not feasible and my child STILL WOULD NOT have been on the flight with me because Contour said I cannot purchase a ticket for him. Please come back with an actual solution. Priceline even request that I be credited which I would have accepted, but Contour refused. 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 01/28/2025

  A reservation was booked by Priceline for 4 passengers: ******** *******, ******** ******, ***** ******, Kimora ****** for travel DFW to ORD on 01/23/2025. Passengers failed to book a ticket for a 2 yr old child per *** must have an assigned seat and is not allowed to fly as a lap child. We advised passenger 2 hours before the scheduled departure time that a seat must be purchased for the child and would need to be purchased with an adult seat. 

  Because passengers failed to make the correct purchase prior to departure and failed to advise Priceline prior to departue time that they would not be taking the flight, passengers were marked as no shows and lost value of their tickets.

  Sincerely

  **** L

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22849171
  
  I am rejecting this response because:
  Contour has changed the story again and is lying. There was no contact from Contour two hours prior to departure. I was not marked as a no-show. Once again I went to the airport to be told there was nothing that could be done. I had been in constant communication with Priceline and Contour starting TWO DAYS prior to departure. The tickets were supposed to have been cancelled by Priceline and Contour because a ticket could not be purchased for my son. So how did I lose the value of the ticket when Contour refused to issue a credit in order for me to cancel and rebook prior to? You keep mentioning an FFA requirement when thats not present on either booking site. In the previous communication your representative said I was trying to pass him off as an infant, so if he wasnt on the Priceline booking why did Contour allow ******** and ***** to check-in online but required Kimora, *******, and myself to check-in at the counter? Run me my money back. 
  Sincerely,
  
  ******** ******

• 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,
  
  ************************