ComplaintsforContour Aviation

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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,
  
  ************************

• Initial Complaint

  05/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  recently booked flight3901 Record Locator 12F1BD from ********** ******** to ************* and a delay caused me to be stranded at the ***************. I was supposed to arrive in ******* at 2pm which would allow me to pick up my truck which is also my room (as I am a truck driver). I arrived about 10pm so the business was closed. The guy at ****************** said he was attempting to get my room paid for and gave me the telephone number for Contour customer service **************** for me to follow up. When I arrived in ******* I called the number for Contour only to be told the telephone customer service cannot book hotel reservations only staff at the airport. In ******* there arent any Contour employees and when I asked an American Airlines employee they said that they never heard of Contour Airlines before. To add insult to injury when I requested the Contour employee on the phone transfer me to a supervisor they transferred me to American Airlines. Because of this I asked American Airlines if they owned Contour or something and they said they have a partnership but they are two separate companies. This is ridiculous and im an American Airlines member. Contour is just sending me in circles and nobody can never do anything leaving the customer to clean up your s*** and trying to pass me on to American Airlines (when this was Contours fault). I know my hotel room would be a tax write off for you. All my money was spent on this $600 ticket. Companies always want to pass the blame and Contour is no different! I texted to people close if anything happens to me to from having to be out on the street to *** the heck out of Contour. - *****************************

  Business response

  05/09/2024

  ********************************* traveled on LF3901 PBG PHL 05/08//2024 which was 190 Mins delayed due to maintenance. ****************** had several connecting flights to get to his final destination in **********. ********* did arrive in *** successfully last night. ****************** completed his travel.

  We sent an apology email to ******************, with an offer to reimburse for his hotel up to $150.00 as a courtesy with proof of an itemized receipt. We await his response. We also issued a $50.00 travel voucher as gesture of goodwill for his 190 min delay.

  Sincerely

  **********

  Customer response

  05/20/2024

  Apologies, but I am a contract driver that does not have access to resources to respond within days. This complaint is neither successful nor unsuccessful. The only way to determine the success from my perspective is to be put in the same predicament and observe to see if Contour's way of solving this issue has been updated. Contour offered me $150 for hotel reimbursement and $50 towards another flight but this was done after the fact. The hotels in the area were about $130 or so on average. I did not have this amount at the time and was forced to spend the night at the airport. Had someone from Contour been able to directly book my hotel stay, Contour would not have a BBB complaint against them. Although I am honored Contour does actually respond to customer ******************** complaints, I believe Contour needs a new process in place so that someone of authority CAN issue hotel compensation verses leaving this only to staff on location at airports as there are some airports without Contour employees. Also the Contour employee should not have lied saying they will contact someone for me and give me the number to Contour of which was useless as telephone service could not solve this issue. Should Contour had either booked the hotel stay from my origional place of departure (from a Contour hub) or have someone of authority by phone who could book me the room, I would have not had to sleep at an airport, I would not have left a negative comment, and it would encourage me to be a frequent customer of **********************; similar to American Airlines of which I have had nothing but the best service even when flights are missed as they provided alternatives to ensure my frustrating day did not worsen. That's customer service at its finest!

• Initial Complaint

  05/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a one way flight to ******* CA on Contour Airlines To fly out on March 26 2024 back to work the flight was canceled that day do to plane would not start.We all where told that the batteries were dead and they would have to charge this went on for 2 hours then we were told they would have to have batteries brought in from ********* well by 5 pm that never happened. Next they told everyone to be back the next morning to fly out at 8:15 am to be back in the morning.March 27 2024 they would have to planes their to get everyone to there destination. Well that never happened we were told the plane that was coming from ******* had mechanical issues to and we would have to wait for the batteries for the first plane. At the end of the day this flight was also canceled do yo maintenance. So here we go again we were told we would or fligh would leave at 8:15 am Sunday morning on 4/28/2024 and like clock work that was also canceled next we were told we were flying out at 10 am that was canceled. I requested a refund took a bus to ***************** and caught a flight. This cost me in motels food and bus and missed wage.836.00 they never offered food or motel voucher or any help to get you to your destination. Not happy with their service.

  Business response

  05/06/2024

  ******************************* was scheduled for LF3399 on 04/26/2024. That flight canceled due to maintenance issues. **************** received a full refund for the unused flight reservation and issued a $100.00 travel voucher as a goodwill gesture due to the inconvenience of the canceled flight. 

  Contour provides hotel accomodations upon request and will reimburse up to $150.00 per night with itemized receipts. We also reimburse each passenger up to $37.50 a day for meals with itemized receipts sent to our corporate email ***********************************************.

   

  Sincerely

  **********

  Customer response

  05/17/2024

  Nobody contacted me on this matter.No communication  at all. If his what you call resolution. What a joke.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a round trip airfare with this company . My flight there was 3 hours delayed and then my flight was delayed three hours and then canceled . The airport was in the middle of no where . I was not offered any room and board no way to get back into town and no way of getting back to the airport . Then whe I asked for anytime type of compensation they said I needed receipts. Well I didnt know I needed receipts. Overall a horrible expeience

  Business response

  05/03/2024

  Mr. *********************** was scheduled for LF3071 IRK ORD on 04/28/2024. This flight canceled for maintenance issues. All passengers are provided hotel accomodations upon request or Contour will reimburse up to $150.00 with an itemized receipt provided. 

  Contour will also reimburse for meals with itemized receipts. ************ was issued a $100.00 travel voucher as a form of compensation for the canceled flight. ************ was rescheduled for 04/29/2024 and completed that travel.

   

  Sincerely

  **********

  Customer response

  05/07/2024

   
  Complaint: 21657141
  
  I am rejecting this response because: I never received a voucher. Further more I was never directed towards what my options were and to keep an itemized bill for my food . 
  
  Sincerely,
  
  ***********************

  Business response

  05/09/2024

  ************** voucher was proactively issued in the same record locator as his original reservation 12dp1k. We offered to reimbursement hotel and meals. We are waiting on his itemized receipts.

   

  Sincerely

  **********

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Waited the entire day 04/25/24 for our flight or a flight to ******* from *********. Business provided little to no info only to have the morning and afternoon flights delayed all day then eventually cancelled. We lost close to $200.00 for our hotel reservation due to not being able to get there along with a concert my son desperately wanted to see. We provided detailed information as to our itenerary with screenshots etc and the only answer we received was the canned apology which essentially means zero. In the time we sat in the airport we could have possibly (didn't want to) just take the six hour drive. How are they allowed to do this as a business?

  Business response

  04/26/2024

  Hello,

  Contour would not reimburse for missed obligations outside of the flight disruption. We  refunded the unflown segements and sent a courtesy travel voucher of $100 to the passenger. 

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I got a text and an email from Contour Airlines on 4/21 at 4:06pm that Flight LF3401 departing from *********** the next morning at 7:45am was cancelled. The email apologized for the inconvenience and provided a website to request a refund, but no number to call and no offer to help me find an alternative flight to my destination.This was the first leg of a trip to ******, ****** for my wife and I that I had booked through American Airlines. So I called ** for help to figure out how to get us to ********* in time for the next flight. They said I had to call Contour since the cancelation was their problem and they would have to make alternative arrangements for me.After finding a customer service number on the internet I called Contour and was told that since I had booked the itinerary through ** and because it was an international flight it was their responsibility to find a fix.I called ** again. They insisted it was Contour's problem. Called Contour back and this agent was able to book us on an alternative flight out of **********. That airport is a 1.5 hour drive and charged for parking (*********** does not) and was departing at 6:35, which meant my wife and I would have to leave around 4:15am to get there, but atleast we'd make our connection. The problem was Contour said they could not update the last leg of our return flight on 5/4 to get us back to ********** instead of *********** because that was not related to the cancelation and also that ** controlled the itinerary and also because it was an international flight and Contour can only work with domestic itineraries. So I called ** again and explained the situation to yet another agent who proceeded to update the last leg of the return trip and informed me it would cost an additional $1,200, explaining that changing the last leg caused the whole itinerary to get repriced. After hearing that I went on line and found the flight I needed to get from ********* back to ********** listed for $128 a piece with availability. I called Contour back, explained the situation again to yet another agent, who agreed this was the best solution and helped me by the flights. We discussed how to go about canceling the last leg of my ** itinerary so I wouldn't be booked on two different Contour flights out of ********* on 5/4. She suggested I either just let it go since it was my last leg, or tell ** I decided to drive home from ********* and no longer needed the last leg.So I called ** back and explained the whole situation to yet another agent and let her know that since I had bought a ticket for the last leg of the return they could cancel that leg off their itinerary. She listened attentively and said I had been mislead and that she could and would change the ** itinerary to return us to **********, no charge. Wonderful. I immediately called Contour back and was able to cancel the flight I had just booked. Still waiting for an email confirmation on this but fingers crossed.But wait, it gets better. After 3 hours on the phone with over 8 different agents, waiting on hold each time due to them experiencing "higher than normal traffic" each time, I get a text from Contour at 8:00 (less than an hour after finally resolving everything) saying the Contour flight out of ********** was canceled.I called **. ****** listened to my whole sob story, found us flights out and back from **********. 2 hour drive. Had to leave the house at 2:45am. Parking is going to cost us $170. But trip is still on. I didn't make any of this up. If the airlines care to review their recorded calls they will hear all these conversations. Through this all I stayed calm and polite.I can't believe an airline (Contour) can get away with this - last minute cancelations in series, presumably because they weren't full enough. Disgraceful. If they want to redeem themselves I'll let them come up with what they feel would be appropriate compensation. I will spread the news about this incident regardless

  Business response

  04/23/2024

  Good Morning,

  ********************* and *************************** booked directly with American Airlines for interline segments starting with Contour Airlines then connecting to an international flight with American.Per our Interline contract with American Airlines, AA is aware we do not sell international flight segments and that AA would need to protect their passengers on the international segments. We apologize the passengers received the run around. 

  For a volunteer change on the return, because the tickets were sold by American Airlines, we are not able to make volunteer changes for the return. Contour Airlines does make these exceptions and allow the passenger to make changes for the return flights to a different city only if the tickets were sold by Contour. We are sorry to hear that American did not allow this exception for their passengers. 

  As a courtesy for the Contour flight cancellation we have issued 2 $100.00 travel vouchers to be used toward future travel. For a refund request for any unsused flight segments, the passengers would need to reach out to American Airlines. 

  Sincerely

  **********

  Customer response

  04/25/2024

   
  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.

  Besides getting the runaround from AA and Contour, the main issue i wanted to highlight was Contour cancelling a flight hours before its departure, and then also canceling the flight we changed to an hour after we had made the change, causing us to have to race to yet a third departure airport with no sleep in order to make our connection. 

  I appreciate the $100 vouchers but hope Contour will manage to do better next time as now I'm not sure I trust Contour enough to use them.

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

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ticket for an unaccompanied minor, paid the extra fee for her to travel accompanied per usual. My daughter flew out of SHD Sunday 4.8.2024 for scheduled departure at 6:30am to CLT. Upon pickup at CLT I waited at the arrival area per my usual instructions by the airline attendant. My daughter called me asked where to go, I gave her my location and told her to let the airline attendant know. To which she said, theres no one with me. I thought she was joking. I couldnt believe it. I tried to giver her instructions, and asked her to find an airline employee, she said there was no one at the gate or around to ask. I started panicking realizing this, I said ok follow other passengers to baggage claim. She let me know everyone had gotten out and left her. When she got up the attendant told her to have a good day. No assistance.Not knowing, and assuming she was on her own, and with her anxiety, thats when she called me for help. I realized after asking her to find someone or ask an employee, that finding herself out without assistance was not going to happen.I realized the dangers of her walking alone in an international airport and made my way toward the Contour counter. Here I approached 2 men, I frantically explained what was going on and they met me with ******** and stated, we dont that, thats not possible, while I am FaceTiming my child sitting somewhere at a gate lost. Their disbelief and denial of my the situation only made me more frantic. The casual response and their skepticism of the situation was completely uncalled for. One of them set out to retrieve my daughter when he saw on the FaceTime call where she was. While I waited I wrote the following email and called Contour support.My daughter flew unattended today and was left alone. Everyone got off the plane and left her. She was left to find herself to me. Imagine trying to direct a child to the where youre at an airport. I asked her to find an employee, to which she said everyone had left and there was no one around.Whoever was on this flight as an attendant needs to be reprimanded. This is dangerous and uncalled her.Where ever there was a lack of communication, fix it.We pay extra for her to fly, what is the point? If youre not following safety protocols, for what- this is the most reckless behavior from an airline Ive seen. Do you know anyone could have taken her, kidnapped her if she didnt have her phone to communicate? I demand this be fixed and righted right away.- ******** The response I received was a $50 refund and forward to a manager.This is unacceptable and should be remedied more. There was a huge lack of protocol and procedure and my daughter was exposed to a very potentially dangerous situation and environment.

  Business response

  04/08/2024

  Passenger ******************************* was booked successfully has a Unaccompanied Minor Child. The special service request was present in her reservation and the $50.00 fee was charged. 

  On the date of travel, LF3455 *** CLT 04/07/2024 *** failed to send the ** information to the flight attendant and failed to forward that information along to the ********* Station. This has been addressed with the *** Station and the Regional Manager of ***. The mother of the passenger arrived at the ticket counter after the flight landed and requested a guess pass to pick up the **. Radio communication from the ticket agent to the gate agent was too late as the ** freely exited the aircraft. The shift supervisor tried contacting the only contact number in the reservation ************ with no success of anyone picking up. We did offer an apology and refunded the $50.00 ** fee.

  Sincerely

  **********

  Customer response

  04/09/2024

   
  Complaint: 21545054
  
  I am rejecting this response because:

  The airline was negligent with my child and didnt follow their protocol. A $50 refund is offensive considering the danger she was put in.

  I received one  call from an unknown number. No voicemail. Their attempt to remedy this situation is subpar.
  
  Sincerely,
  
  ********************************* *****

  Business response

  04/09/2024

  After discussing with our Leadership Team we have processed a refund for $48.99 for the cost of the flight ticket. This will be refunded to the original form of payment.

  Sincerely

  **********

  Customer response

  04/10/2024

   
  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

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Terrible customer service! I got to the ticket counter on TIME for my paper pass (you can't log in electronically or pre-check online) for boarding pass, noting the 20 something year old working the counter closed it early! As a result, I could not get through security (even though the individual was on the other side of security - and could see me/ I could see him through glass - I kindly asked for his help), which he REFUSED. Therefore, I could not get through security - could not board the plane, and had to rent a car, and drive 7+ hours to final destination. Mind you, this was an incredibly small airport, and it would have taken this boy less than 2 min. to print me a ticket, and avoid the catastrophe that followed. It was such a shame. I called customer service following the event to report, and a manager would not even take my call - yet, "knew of my situation".

  Business response

  03/05/2024

  Passenger *********************** was traveling with a cabin pet for LF PKB CLT on 03/02/2024. When passengers are traveling with pets they must check in at the ticket counter as the ticket agent must inspect pet and carrier before proceeding to TSA and Gate. The ticket counter closed 5 minutes later than scheduled for any late check ins. Our ticket counters and check in times have a 30 minute cut off. This is posted on our website.

  Contour does allow for online check in and mobile boarding passes, however not when flying with pets. When passengers miss the flight the only option provided is to be moved to the next available flight at no costs. Passenger did not accept that option and requested a refund on a non refundable ticket. This request was denied.

  Sincerely

  **********

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 23, 2023 I purchased 4 tickets from ******* to ************* for August 25. Due to fires in the area, we needed to postpone our trip. The area was evacuated (article link below). We postponed on August 20.**************************************************************************************************************** we needed to use the vouchers prior to April 2024, I attempted to book flights on February 5, but no Crescent City flights were available. I call customer care and was told those *********************** were ending March 16. (no notice given)I was told I could use the vouchers elsewhere, but service was no longer available in my home state.I called again February 12 to confirm. I was told no refunds were being considered even though my flights were postponed due to fires, no notice that services in my home state were being discontinued, and no other services in my home state were available to me.

  Business response

  03/05/2024

  Contour announced on 01/09/2024 that we will be discontinuing our service to the *** *** market as of March 16, 2024. This was submitted via news cast and on the *** website. All flights past the March 16th 2024 were pulled and closed out.

  **************** originally purchased tickets for travel 08/25/2023 and 08/27/2023 that operated as scheduled. ********* purchased non refundable tickets and on 08/20/2023 contacted us that he could not travel and volunteered to cancel his flights. When this happens passenger are given vouchers to use for future flights. The vouchers are still valid until 04/22/2024 to use towards any Contour Airlines operated flight.

  Sincerely

  **********

  Customer response

  03/06/2024

   
  Complaint: 21283564
  
  I am rejecting this response because: I will provide additional context.

  My original flight was cancelled due to the location being travelled to experiencing forest fires and being under evacuation orders.  

  *********************************************************************************************************

  I was provided vouchers which were good from 1 year of purchase in April vs the flight dates in August.  I agreed planning to reschedule the next year.  When I attempted to reschedule months before the voucher expired, the routes in my state were no longer available.  If there are any flights available in my state, I will happily accept and use the vouchers.  There are none that have been presented to me.  

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

  Business response

  03/07/2024

  You were provided the vouchers valid until April of 2024 for the nonrefundable tickets purchased in April 2023.Contour has several routings on the west coast in ******* and on the ********** as well. The vouchers are valid for any routing Contour flies if purchased prior to the expiration date. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Contour flight **** on January 23 from **************************** to Greenville ** was delayed for over 4 hours and cancelled. I was told to return for a 7:30am flight January 24. When I arrived the next morning after no sleep no Contour representative was yet at the airport. My flight was then continuously delayed until being cancelled by early afternoon on January 24. With no options for getting out of ******, weather not at issue, Contour admitted from the beginning it was mechanical failure with the airplane, I was put on another airline to *******, **, a city 3 hours from my destination, with no way to make my way home. The airline has issued me a $100 voucher. This experience was traumatic. I was not communicated with, nor would they speak to my family members because according to **** head of customer service at **********************, no one except the passenger could ask for any information. This even though I left her a voicemail to speak with my wife regarding my flight. **** refused to return either of our calls. I would not want to ever repeat flying with Contour. They have one employee at the **************************** who was unable to provide professional service. Avoid Contour Airlines if you can.

  Business response

  02/01/2024

  Passenger **************** requested for us to schedule him to an alternate city when Contour flight **** *** GLH on 01/23/2024. Passenger **************** was provided his request and scheduled for American Airlines flight. 

  I did speak with *************************** several times, and each time she was advised we could only provide general information and not specific information regarding ******************** reservation as she was not any part of his secured flight information. ************ conversation was that she was going to seek legal counsel and disconnected the call each time. 

  **************** received meal reimbursement recently sent to our ********************* for processing and a $100 future travel voucher as a form of compensation.

  Sincerely

  **********

  Customer response

  02/06/2024

   
  Complaint: 21228708
  
  I am rejecting this response because:
  I filed my complaint because Contour Airlines was unable to fly me to a destination that I purchased from them. It was not my wish nor choice to be flown to another city. My complaint states that due to unexplained mechanical failures which persisted after twice being, without explanation, cancelled I literally could no longer remain at the ************** waiting for Contour to fly to my destination. My meals were not covered. I was promised $15 for dinner, about half my cost and $10 for breakfast again about half the cost of modest airport food. Even with that I have received nothing from Contour 16 days after my devastating experience. Why in the world would I be happy with $100 voucher to fly (or mostly not fly) on Contour in the future? So no this does not resolve my request for compensation, no meals covered, I supplied receipts via email and have not received any reimbursement. I certainly have no use for future credit with Contour as an airline that stranded me. Why is Contour's policy to be so utterly unhelpful to family members who understandably are confused, concerned and then furious at how I was ignored? **************** and maintenance on ********************** Airlines combine in a toxic mix that result in collosal, time consuming, corrosive experiences for the customer. 
  Sincerely,
  
  *********************

  Business response

  02/07/2024

  Contour Airlines does not force our passengers to take alternate routes. **************** requested to go to an alternate airport via American Airlines.

  ****************** meal request were submitted to our ********************** where they will mail a check to his provided mailing address. **************** was advised this may take a few weeks for processing. This claim was forwarded to our ********************* on 01/29/2024.

  Compensation has been issued for the canceled flight. 

  Sincerely

  **********

  Customer response

  02/07/2024

   
  Complaint: 21228708
  
  I am rejecting this response because:
  I would like the $100 sent to me rather than repeat my Contour Airlines travel (cancelled travel) experience. I definitely think Contour's meal compensation needs an update! Where could $15 cover dinner in an airport, anywhere?
  Sincerely,
  
  *********************

  Business response

  02/08/2024

  Hello,

  Contour does not provide a cash value to our Vouchers. We would not be able to honor this request.

  Thank you

  ******

  Customer response

  02/14/2024

  I hope BBB can emphasize that Contour Airlines doesn't communicate with passengers or extend adequate flight cancellation compensation. Flyers beware.

*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. ↩