ComplaintsforBreeze Airways

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a flight from BDL to MSY with a "BreezeThru" stop in *** on June 30, 2024 (flight MX329). Confirmation number Q3YFTI. The flight from *** to CHS was delayed, and once we arrived to *** we were told that the flight to *** was canceled because the crew would have gone over their flight time limit. It was only 10 pm. We exited the plane and were rebooked for a flight to *** the next day. The Breeze pilot and crew explained everything to us and told us specifically that we would be reimbursed by Breeze for hotel expenses. They told us that we would receive an email from Breeze explaining the reimbursement process. I never received an email. The next day at the airport other passengers were asking me if I received an email. We did not. I contacted Breeze through their texting system, and I was told that the flight was not eligible for reimbursement. They told me that I was misinformed by the pilot and flight crew. I spent $240 on the hotel, which I was expecting to be reimbursed. I could have easily stayed in the airport till the morning (for free), but opted to get a hotel because Breeze told me they would pay for it. This is an unacceptable was to operate a business and take advantage of customer's trust in the airline. I want ********************** to reimburse me the $240 as I was promised.

  Business response

  07/04/2024

  Hi *******,
  
  We received your concern sent to the Better Business Bureau. While, respectfully, the BBB doesn't have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. *****), we appreciate the chance to respond to your message.
  
  Breeze Airways MX Flight 329 from ******** (BDL) to *********** (MSY) with a stop in ********** (CHS) on June 30, 2024, was delayed due to Air Traffic Control closing the airport runway due to weather. By the time this restriction was lifted and your flight segment from ******** to ********** was completed, the crew had gone over their time, so your ********** to *********** segment was moved to the following morning.
  
  We emailed Guests their options for flight, which were: a move to the same within 14 days free of charge or a refund to the original form of payment if they did not plan on taking the rescheduled flight. We see you opted to take the rescheduled flight from ********** to ************
  
  While we recognize your frustration with having a delayed flight, we aren't issuing reimbursement or compensation since it was deemed uncontrollable.
  
  If you purchased travel insurance through a third party, they would be able to handle those claims. We'd be happy to provide proof of disruption for them in order to file a claim. Please let us know if that would be helpful.
  
  We hope to see you on board a Breeze flight in the future so we can offer a Seriously Nice experience.
  
  Breeze Airways

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a flight on June 16th with Breeze Airways to leave July 1st from ***** ******* to ***********. The flight was originally scheduled to depart at 9:00 pm, arriving in ******** 11:54 pm. I received a text message and email from Breeze at 6:41 pm notifying me of a delay. The flight was now leaving 11:30 pm, which is understandable as I was given ample time to adjust my schedule. I arrived at the airport, checked my bags and prepared for the flight. At 11:00 pm I received a notification that the flight was now delayed until 3:30 am....and was also informed by the attendant that the 3:30 flight may not take off as no pilot was available. They also informed me that the next available flight would not be until Friday July 5th. In the end the 3:30 am flight was canceled by the airline with no recourse for the customers.Because of this my only option was to cancel the existing flight for myself and family members and book a last minute flight with another airline in order to get home on time for work as there was no way we could stay in ******* for an additional 4 days.Although we were refunded ******, because of the last minute cancelation by Breeze we had to purchase tickets totaling ******. The difference of ****** needs to be refunded to me by the airline as it is because of their actions that I incurred this charge.

  Business response

  07/04/2024

  Hi ********,
  
  We received your concern sent to the Better Business Bureau. While, respectfully, the BBB doesn't have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. *****), we appreciate the chance to respond to your message.
  
  We see that your flight MX 521 with service from ***** (TPA) to ******** (BDL) was impacted by an overnight delay due to a maintenance check that had to be performed on your incoming plane. We apologize for this disruption to your travels. Please know that when delays such as this are ongoing, we do everything we can to provide the most accurate information to our Guests just as soon as it's available to us.
  
  We also see that you've successfully canceled your reservation and that your full fare of $569 has been returned to your original payment card. Please allow 7-10 business days for those funds to post.
  
  Additionally, we offered up to $150 in reimbursement per Guest to help offset the cost of incidental expenses that resulted from this delay (such as alternate travel accommodations). If you haven't already done so, please complete the reimbursement request form through this link: *************************
  
  When you've completed the form, our reimbursement team will review it. They'll reach out to you once they have details about your request. Please note that this team handles reimbursements manually, and it may take up to four weeks to review and process your request. 
  
  If you have another question or need future support, you can connect with us by text at **************, by email at ********************************** or via ******** Messenger on the official Breeze Airways page.
  
  Breeze Airways 

  Customer response

  07/11/2024

   
  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.

  I have submitted the reimbursement request and am awaiting Breeze Airline's response 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 21 May 2023 I booked a flight on Breeze airways from **************** to ********************** at ******** ***********. and later had to cancel my flight due to scheduling problems and they refused to return my money. I was unable to talk to anybody at the airlines as they don't allow this. All types of communications must be done on line. All I asked is my money back and they informed me, "Since I canceled my flight they were unable to issue a refund" I do a lot of flying with other airlines and have never had this problem, I was always able to talk to somebody. All I want is my $338.00 back.

  Business response

  06/15/2024

  Hi ***,
  
  We received your concern sent to the Better Business Bureau. While, respectfully, the BBB doesn't have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. *****), we appreciate the chance to respond to your message.
  
  We see that on December 13, 2022, you booked MX Flight 505 from ******** (SRQ) to ******** (BDL) on May 21, 2023. On April 4, 2023, you contacted us after your flight departure time had been changed by one hour and requested we cancel your reservation. We canceled your reservation, and you were issued a Flight Credit in the form of ****** BreezePoints ($338 value). Since our schedule change impacted your flight's scheduled departure time by less than three hours (it was only pushed back by 1 hour), your reservation is not eligible for a refund to the original form of payment.
  
  If you still have questions that aren't answered in this message, you can chat with us by text at **************, through Facebook Messenger, or email us back at *********************************
  
  Breeze Airways

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Picked up Boarding Pass for my brother *********************** (Special Needs, Return trip from *******/**************************** to *************************************, ** for June 13th, my brother ******************* purchased ticket). After picking up Boarding ticket, I was told that flight MX 437 to ******** was cancelled and NOT DELAYED, and that my brother would be fully reimbursed for this cancellation. Therefore, we went home based on Agent at the counter telling us the flight was cancelled. I also called Breeze Airlines, Customer Support and they told me the same thing and that it was cancelled. My brother ****, who purchased the ticket was just informed via text that the *** to Syracuse flight landed at 7:01 PM this evening. If you would like additional, please contact me at ************ or ********************** *******************

  Business response

  06/14/2024

  We received your concern sent to the Better Business Bureau. While, respectfully, the BBB doesn't have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. *****), we appreciate the chance to respond to your message.
  
  We understand there was a misunderstanding with your brother, ******** flight. Flight 437 from *******/****** (***) and ******** (***) on June 13, 2024, was not canceled. If his flight had been canceled, we would have sent an update to ****'s email and Breezy Rewards Account since he created the reservation. There is no record of a cancellation email. We realize you may have been misinformed by our airport team member. However, all flight disruptions and updates are communicated through email. 
  
  As a one-time courtesy, we've removed the flight from the reservation and we've issued a Flight Credit in the form of BreezePoints. We've reissued 500 BreezePoints and issued a Flight Credit, in the amount of $117 to ****'s Breezy Rewards Account.
  
  While we have a phone number that Guests can call, this number goes only to a voicemail that instructs Guests how to reach our Guest Empowerment Team through ******** Messenger, text, and email.
  
  If you spoke with someone on the phone, it was not Breeze. Since it was someone impersonating us, it might be a scam. Please take any needed precautions if you've given them sensitive information.
  
  In the future, please always go to flybreeze.com. Our valid contact info is at the bottom of the page. If you would like to provide us with more details, we'd like to look into this situation further. You can contact us at ********************************* or **************. ?
  
  Breeze Airways

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Flight to ***** from ************. Pass through only, no deplaning planned. Asked to get off of plane and shown faulty cockpit door as the reason why. Supposed to leave by 10:45 and land on ******** at 12:30. Finally boarded plane at 2pm. Sent message to customer care that my flight was delayed more that 3 hours and i received an automated response that I will not get a refund because I chose to take the next flight. I was still on the boarding area when I received the response. They are not taking responsibility for the significant delay.

  Business response

  06/11/2024

  Hi ******,
  
  We received your concern sent to the Better Business Bureau. While, respectfully, the BBB doesn't have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. *****), we appreciate the chance to respond to your message.
  
  We apologize Breeze Airways MX Flight 476 from ************ (JAX) to ********, ***** (PWM), on June 10, 2024, was delayed due to maintenance. While we never want to delay a flight we know our Guests depend on, safety is our number one priority and it's not something we'll compromise. However, we do understand the frustration that comes with flight disruptions and we do our best to provide options.
  
  We emailed your options for your delayed flight, which were: a refund to the original form of payment if you were not going to take the flight, a free move to the same flight within 14 days free of charge, or the option to remain on the flight. We see you decided to take Flight 476. As an apology for the delay, we issued ***** BreezePoints ($50 value) to each Guest with a Breezy Rewards Account associated with their reservation.
  
  While we realize Flight 476 did not meet your expectations, we are not refunding a flight that was flown.
  
  If you purchased travel insurance through a third party, we'd happily provide flight disruption documentation for your claim. Please let us know if this will be helpful.
  
  Breeze Airways

• Initial Complaint

  06/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This complaint is about BREEZE AIRLINES and I had booked 2 tickets to fly with Breeze Airlines. I booked the Flight on 05/15/2024 from *************** to ********** and back. The amount of the two (2) tickets is $252.00 and this was for:*********************** * Birthdate 08/17/1959 & ********************* The Confirmation Number for this Breeze Airlines Flight # J8EIVG I've tried every possible way to try and contact this pretend Airline and there is ZERO customer support of any kind. I tried texting, using their Breeze App and logging into my account online at www.flybreeze.com I could do NOTHING to Cancel My Flight.I had a Severe Accident and will be in the hospital and physical Rehab for at minimum ****** days having had a stroke & severe leg injury and other bad medical conditions. I am simply trying to cancel my FLIGHT scheduled for July 11th and returning July 17th and getting a FULL REFUND. How can an Airline operate w/ ZERO customer support. There is no phone number and no way to contact a human being at this pretend company. I am trying to recover as I'm in the hospital for a prolonged stay and don't need to be mistreated by this horrible company.

  Business response

  06/10/2024

  Hi *****,
  
  We received your concern sent to the Better Business Bureau. While, respectfully, the BBB doesn't have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. *****), we appreciate the chance to respond to your message.
  
  We're sorry to hear about your accident and wish you a speedy recovery. Reservations can be canceled within 24 hours of creating the booking for a refund to the original form of payment if the flight date is at least seven days out and the reservation has been unmodified. We reviewed your reservation, and it does not qualify for a refund to the original form of payment.
  
  However, you can still receive a Flight Credit in the form of BreezePoints to the Breezy Rewards Account used to book the flight. Since you booked a No Flex Fare, you'll receive a partial refund based on when you cancel. See our full cancellation policy here: ***************************************************************************************************************
  
  Please use this link for steps to cancel and refund your reservation: *****************************************************************************************************
  
  We don't offer support over the phone, but if you still have questions that aren't answered in this message, you can chat with us by text at **************, through Facebook Messenger, or email us back at *********************************.
  
  Breeze Airways

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Breeze Airways delayed my flight #*** due to not having crew members for the plane. The original flight was to depart at 5 PM EST, it continued to be delayed until 12:22 AM EST the next day. After the flight continued to be delayed for more than 4 hours Breeze decided to cancel the flight stating due to weather yet other flights were continuing to fly out. Customers were at the airport waiting to see what was next. Breeze Airways did not have a counter service person to talk to, or a live agent via telephone. Anyone on flight #*** from *** to PWM on 5/27/24 was stranded at the airport with no direction on what to do next. Traveling with a toddler forced us to get a hotel for the evening since there were no other flights to PWM that night. Breeze states in good faith the offered a rescheduled flight for the following evening or a refund. The refund is not in good faith, it was mandatory since the flight was delayed beyond 3 hours. They are refusing to offer any compensation to their guests for hotel accommodations stating it was weather related and it's not their problem. It was their problem since they did not have crew to fly the plane which they sent numerous emails to customer stating it was crew related.

  Business response

  06/04/2024

  Hi ******,
  
  
  We received your concern sent to the Better Business Bureau. While, respectfully, the BBB doesn't have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. *****), we appreciate the chance to respond to your message.
  
  
  As we previously mentioned in our direct correspondence with you over the last few days, flight 461, departing on May 27 was initially delayed due to maintenance. However, the overnight delay was due to severe weather. As a courtesy for the initial delay we caused, compensation of ***** BreezePoints ($50 value) was issued to your Breezy Rewards Account. We also see you were able to request a refund for your flight which was issued on May 28. Additional compensation or reimbursement won't be issued.
  
  Please know that airlines are affected differently by weather issues depending on the location of the weather concerns. Weather impacts all aircraft differently depending on the cities, hubs, and flight paths during the aircraft's operational day.
  
  
  While we never want to delay a flight we know our Guests depend on, safety is our number one priority and it's not something we'll compromise. However, we do understand the frustration that comes with flight disruptions and we do our best to provide options.
  
  
  If a flight is delayed longer than three hours, our Guests can rebook on the next available Breeze flight at no additional cost or receive a refund to their original form of payment for the disrupted flight. We know these aren't ideal, but it does offer our Guests a couple of choices during an uncontrollable weather-related event.
  
  
  As our other Team Members have correctly advised, your hotel does not qualify for reimbursement since your flight's overnight delay was due to weather, which is uncontrollable. We see you decided to not take the rescheduled flight, and you were issued a refund to your credit card. If you purchased travel insurance through a third party, they would be able to handle claims for reimbursement due to uncontrollable weather. We can provide proof of disruption if you need that to file a claim. Please let us know if that would be helpful.
  
  
  Breeze Airways
  

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took a flight from *** to PBG for my Grandmothers' funeral service with *********** husband on 5/16. I paid almost $100 for Ascent seats for the amenities & additional legroom. The cabin was not full at all, and suddenly the flight attendant started moving people up into ****** I am assuming for **************** purposes due to the non-full flight. Upon landing I reached out to Breeze **************** via text message and advised them that I was displeased that we paid to upgrade when they allowed people to sit there free of charge and still receive the same amenities that we paid to experience in which I was told there was nothing they could do, that I should've asked the inflight team if I had a concern or complaint regarding why people were being moved. Then, upon my return back to MCO from *** we are en route from an hour and half away & I see on my email it indicates that the flight is delayed about an hour & a half from the original departure time. We arrived at the airport and tried to check in and were told due to the delay they were not taking any additional bags at this time and to wait and hour when they will reopen for check in. The flight was shortly after canceled. I went to the counter to be told by the agent "A plane is being brought up this evening for everyone to get on in the AM at the same time as this departure, your boarding pass will auto update with the new flight info in an hour". I got a rental car and a hotel room for the night as they were passing it off as "Weather" even though the radar was clear and there was not a cloud in the sky. I contacted CS again via text to be told they were never sending a plane and had no idea why we were told that and that the next flight would be Sunday. I had to get home so we had to book new tickets on Allegiant to **********, ** & rent a car to drive home to *******. Had the agent not lied to me I would've gone to ****** and been home the same day. I am very unhappy and disgusted by this experience.

  Business response

  06/02/2024

  Hi *****,
  
  We received your concern sent to the Better Business Bureau. While, respectfully, the BBB doesn't have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. *****), we appreciate the chance to respond to your message.
  
  We understand you are frustrated that Guests who were moved to the available Ascent seats were given a free "upgrade." However, to safely depart, our crew needed to move Guests around to balance the aircraft. This is a strategic and necessary procedure.
  
  We hope you still enjoyed the amenities you received from purchasing an Ascent seat.
  
  Our Airport Team Members are available at the ticket counter to accept your checked bags between 2 hours and up to 45 minutes before the scheduled flight time. With the change in departure, our Airport Team Members could not accept your bags.
  
  We sincerely apologize for the miscommunication given to you verbally by our Airport Team Member. Although we don't offer assistance by phone, we provide communication updates through email, text, and ******** Messenger. You were notified of your options via email at 7:53 pm.
  
  Flight 269 from *********** (PBG) to ******* (MCO) on May 23, 2024, was canceled due to an ongoing weather system outage in ****
  
  Please know that airlines are affected differently by weather issues depending on the location of the weather concerns. Weather impacts all aircraft differently depending on the cities, hubs, and flight paths during the aircraft's operational day. With the weather system outage in ***, there was no safe way to confirm the weather along your flight path. This was uncontrollable.
  
  While we never want to delay a flight we know our Guests depend on, safety is our number one priority and it's not something we'll compromise. However, we do understand the frustration that comes with flight disruptions and we do our best to provide options. You received a refund to your original form of payments for your canceled flight on May 23, 2024.
  
  While we regret that extra expenses were incurred and that you missed a day of your travel, we aren't issuing reimbursement or compensation since it was deemed uncontrollable. If you purchased travel insurance through a third party, they would be able to handle those claims. We'd be happy to provide proof of disruption for them in order to file a claim. Please let us know if that would be helpful.
  
  We hope to see you on board a Breeze flight in the future so we can offer a Seriously Nice experience.
  
  Breeze Airways 

  Customer response

  06/02/2024

   
  Complaint: 21775054
  
  I am rejecting this response because:

  The staff at PBG lied to every single person on the plane and told us all that a flight was being sent that evening to take us out in the morning. They did it to pacify the passengers & not have to deal with providing customer service, when I reached out to customer service via fb messenger I was told that was false information. Maybe you need to retrain your staff to not lie to people its funny how 80% of the aircraft bought tickets on allegiant & said the same thing that we were all lied to & told our boarding passes would auto update. 
  

  Ill never fly breeze again this is a joke of a response. 

  
  Sincerely,
  
  ***** La France

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/19/24 I got to the airport from a long weekend residency. Dropped my rental car off first and tried to check in on my app and kept receiving an error message. The TSA agent at the gate tried to check me in at a computer by the gate but it would not allow me to so they told me I had no choice but to go downstairs to a desk which I never have done.When I get there the first person that helped said they had already shut the boarding ticket down and that they were not going to allow me to bus. Boarding had not started yet and the plane was not set for takeoff until 1 hour after arriving to the airport. They had closed the ticket down early. When the agent who originally helped walked over to the supervisor to ask if she could reopen my ticket, she said no. No one showed empathy or concern, just a no. Then, just looks and standing around without any apologies or offer to try and help make it right or get me back home. The supervisor, Mexican lady named ****, was rude and snippy and threw a number at me and said all I could is text that number that she couldnt do anything at the desk to help after I had watched her rebook other individuals (who were white) before me. I was frustrated trying g to get back home for an emergency and no one there cared.I also told the number I texted that I was never going to use Breeze Airways and that I wanted to be issued a full refund back to my card. They refused and says they could only issue a credit; trying to force me to fly with them again after their blatant racism, rude, and unprofessional behavior.

  Business response

  05/28/2024

  Hi *******,
  
  We received your concern sent to the Better Business Bureau. While, respectfully, the BBB doesn't have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. *****), we appreciate the chance to respond to your message.
  
  Thanks for reaching out and sharing your experience. We understand your frustration and empathize with your situation. Air Travel can be especially stressful when needed to arrive home for an emergency.
  
  Because the Airport can be busy, we suggest arriving at the airport 2 hours prior to your scheduled departure to give yourself plenty of time to alleviate any check-in errors and go through security. We recommend being at the gate, ready to board, no later than 30 minutes before departure.
  
  Our Airport Team Members are available at the ticket counter to assist our Guests between 2 hours and up to 45 minutes before the scheduled flight time. Because our Team Members also assist our Guests at the gate, they must close the ticket counter promptly.
  
  We appreciate the additional feedback concerning our Airport Team Members. Since each Guest's situation is different, we're unable to determine why others before you seemed to be helped when you weren't. However, we take discrimination concerns seriously, and our leadership will follow up internally with appropriate action, coaching, and training. Please provide as many details as you want, and we will ensure your comments reach the correct team.
  
  Although we don't offer assistance by phone, we're here to continue supporting you through text, ******** Messenger, and email. Our Guest Empowerment Team advised through text that a Flight Credit could be given for the missed flight. In looking at the payment history of your reservation, a Flight Credit was also used to book the flight.
  
  Any flight change or cancellation needs to be done at least one hour before scheduled departure to avoid forfeiting the fare. However, because you were at the airport actively trying to make your flight, we've made an exception in this case.
  
  Your flight from ***** (TPA) to ******** (RIC) on May 19 has been canceled.
  
  A Flight Credit in the form of ****** BreezePoints ($157.65 value) has been credited to *******'s Breezy Rewards Account, **********. A Flight Credit was also used to originally purchase the reservation. Even if the cancellation did qualify to go back to the credit card, one wasn't used for this booking. Please check your email for a full breakdown of your cancellation details.
  
  We would like to welcome you on board again soon. We hope you'll have a better experience next time.
  
  Breeze Airways

• Initial Complaint

  05/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was at Tampa international airport where I checked my 1 travel sized luggage, blue in color. It was checked and I was given my ticket stub. I boarded the plane and took my seat. 5 minutes later after plane was almost fully boarded, a man is walking the aisle with MY LUGGAGE! Open for everyone to see asking "is this yours?" To anyone..... I'm in the last seat 28f and I raise my hand and tell him it's my bag. I asked happened to my luggage and he said they got it like that and it wouldn't zip up so I had to put the broken luggage under the middle seat. I used a belt to keep it closed. The baggage handler lied right to my face in front of passengers who now know that's my luggage and what's inside!! I said they would've NEVER let me check my bag in this condition and you're insulting my intelligence. The flight attendant Stacy then said a verbal apology and said "that shouldn't have happened and they know they broke your bag". I was told by BREEZE STAFF and given a paper napkin to an email. I told the head flight attendant that I'd rather go to desk and they said I'm better off emailing them ASAP. I followed the instructions. I contacted breezy via the email and it was not a valid address. I then could only reach them by text. I told them the problem with my luggage and was rudely texted with YOU DIDN'T COME TO OUR DESK WITHIN AN HOUR SO WE OWE YOU NOTHING!! I told them that was unacceptable and another person messaged me telling them look into it further. I waited 2 days and was told YOU DIDN'T COME TO OUR DESK WITHIN AN HOUR SO WE OWE YOU NOTHING; this time with the additive, The matter is closed, we will no longer respond to your inquiries. I have pictures and witnesses for the whole thing. How do you not take accountability for literally breaking my luggage and then shove me off like I'm nothing. Terrible way to handle this.... And I still have a broken bag, I paid for checked luggage and it ended up on the floor on board because it was broken

  Business response

  05/20/2024

  Hi *******,
  
  We received your concern sent to the Better Business Bureau. While, respectfully, the BBB doesn't have jurisdiction over airlines under the preemption clause of the Airline Deregulation Act (49U.S.C. Sec. 41713), we appreciate the chance to respond to your message.
  
  Our Contract of Carriage requires damaged bag claims to be filed within an hour of arrival to be eligible for review. Putting a time limit on damage reporting allows us to assess that the damage happened while the bag was in our care. We do not see that you contacted us about your bag until the day after your flight. Our Bag Team did review your claim and even escalated it to our Airport Management Team, who did deny it. While it is true you didn't report your bag within an hour of landing, as a courtesy we reviewed the photos you sent of your bag. This damage appears to be the result of normal wear and tear associated with air travel. The photos show your items bulging out, which means your bag was likely overstuffed. This would have caused the zipper to split as your bag traveled down the airport baggage belt system in Tampa. Per Breeze's Contract of Carriage, we are not responsible for overstuffed bags or any bag damage occurring as a result of traveling through the airport bag belt.
  
  As a one-time exception, since your bag was placed under the seat in front of you, we refunded your $35 checked bag charge to the original form of payment. Please allow 7-10 business days to see the transaction on your statement. However, we will not be issuing reimbursement or compensation for normal wear and tear to your bag. Additionally, this claim was not reported within an hour of arrival.
  
  While we understand this flight didn't meet your expectations, we look forward to welcoming you on board in the future.
  
  Breeze Airways™

  Customer response

  05/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: as much as the courtesy is appreciated, the bag was not over stuffed.. It was open and things hanging out because the handler was holding it horizontally while trying to find me! Your airline broke my bag and has insulted me with "overstuffed" nonsense explanation. Take accountability, you owe me for my bag. $70. That's compromising from $238
  
  Sincerely,
  
  ******* *****

  Customer response

  05/20/2024

  I was given written email to contact the company, NEVER ONCE TOLD I HAD TO FILE WITHIN AN HOUR. The entire flight and crew saw my belongings hanging out of my bag because of how he was holding my while on board looking for owner. 

  My bag had less than 15 articles of summer clothing... It was not OVERSTUFFED it was mishandled and broke. 

   

  I was so embarrassed and humiliated.

  To be so rude not to replace what they broke and then try to blame me when I wouldn't never ever been allowed to bored if my bag was in that condition. It happened while BREEZE had my bags, period!!!

  Business response

  05/20/2024

  Hi *******,
  
  Per Breeze's Contract of Carriage, a damaged bag claim must be filed with a Team Member within an hour of arrival. You brought your damage claim to our attention the following day. The reason we have a time limit in place is to allow an Airport Team Member to assess the bag. Additionally, as mentioned in our previous message, we do not see damage to your bag beyond normal wear and tear associated with air travel. Apart from the damage not being reported with an hour, we are unable to issue compensation for reimbursement for bag damage resulting from normal wear and tear.
  
  Breeze Airways™

  Customer response

  05/20/2024

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

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