Date: June 15, 2013
I just want to start off by saying how appalled, disrespected, and frustrated I feel as a customer of Flightnetwork. In fact, using the word “customer” would be a far off extend, as I was treated with such disregard and contempt.
On the date of June 13, 2013, at the approximate time of 1400 hours (Pacific Time), I had called in to Flightnetwork to change two flight times for two of the passengers. Originally all passengers were to depart Vancouver on June 23rd, leaving YVR at the time of 2245 hours, and arriving the next morning (June 24th) at 0611 hours. As well, all passengers were to depart YYZ at 2135 hours and arriving back to YVR at 2339 hours, of July 2nd. However due to a change of plans, two of the passengers had to extend their flights. This was specifically told to the Flightnetwork Representative. He was informed that one of the passengers needed to change his departing flight from YYZ of July 2nd, to July 15, and the other, to depart YYZ of July 2nd, to August 27. While processing the information, on multiple occasions, I kept telling the Agent that one of the passengers was to change his return flight to July 15. There was even a time in which I had to correct the Agent, repeating the fact that it needed to be July 15, preferably an evening flight. After recapping the fact of the two confirmed flights of July 15 and August 27, the agent informed me that the penalty fee and the reissuing of the tickets were $196 dollars including all taxes and fees. At the same time, the Agent also kept pushing me to purchase travel insurance, however, I told him that I did not wish to purchase any. He informed that that he will take a look and see if there were any deals, and after couple of minutes being left on hold, he came back to the phone, telling me that there was a travel insurance that’s included in the reissuing of the flights. I specifically asked if it was an add-on to the flight tickets, and he replied “No add-ons, it is included.” As such, according to the agent, both tickets were of $196 total, per person. At this time, I decided to make the change, and provided my credit card information to the Flightnetwork agent. After doing so, I had to leave the house to run some errands. However, upon returning home, at the approximate time of 1800 hours I checked to see if the changed E-tickets were emailed to me, as the sales agent had said it would be processed and emailed out. Opening my email, there was only one email regarding the change: it was for the passenger who needed to be switched to July 15th, instead of July 2nd. There were no emails regarding the other passenger, nor an invoice email for the paid changes of the flights. After checking the E-ticket for the July 15th passenger, I noticed that there was a very big mistake on the ticket. Instead of changing the returning flight from July 2nd, it was changed to August 15, instead of July 15, even after repeating it multiple times to the sales agent. Immediately I called back to Flightnetwork, informing them of the mistake. I first spoke to a female agent, who was of no help. I asked to speak with the supervisor. I ended up speaking to the supervisor on duty. Neither did he apologize for the mistake, nor did he make the situation better. In fact, thanks to his “customer service,” I will not be purchasing from Flightnetwork ever again, nor would I recommend it to anyone for that matter. I felt that this supervisor did not fulfill the duties of being a supervisor/manager, and that is to ensure Customer satisfaction and managing the situation. The way that the supervisor was dealing with the situation I felt as though he was no different than just another regular sales agent. He was worse than a sales agent, as this “supervisor” also questioned and mocked me, a customer of Flightnetwork.
Initially, he informed me that if I wanted to change the August 15th flight to July 15th, I needed to pay another penalty/ service fee. The change of the new ticket including all fees is $233.58. After doing so, he will then email the Flightnetwork Customer Care, to which the Customer Care will listen to the recording of the conversation between the earlier sales agent, to determine the fault. If the fault lies on the agent, then Flightnetwork will refund me the money. Why do I have to pay for the penalty first, when I know the fault lies on Flightnetwork? Shouldn’t it be the case that Customer Care listen to the recordings first and then decide the result from there on? I have been billed twice, how do I know that Customer Care will be providing the utmost care and justice, and not to protect their fellow employees. There is no transparency involved in this situation. How can I have confidence in Customer Care since the service provided by Flightnetwork is already terrible at this point?
In addition to just giving me the run-around by the supervisor, in how I have to pay now, in order to notify Customer Care (pretty much forcing me to pay the $233.58, which he knows I need to, as I had to change the August 15th to July 15th), this supervisor also question and mocked me. During the conversation, he informed me that the $196 dollars was the pricing for August tickets, and $233.58, was for July pricing. Since I needed to change to July 15th, he said that I would probably be willing to pay the $233.58 penalty anyways regardless. I replied him no, enlightening him that if at the initial conversation with the sales agent, and he told me that the change from July 2nd to July 15th, was going to be $233.58, I would have decided at that point to not go with the change, as it is slightly out of my budget. At this time, the supervisor said that the difference between the $196 and $233.58 was only $37.58; I would probably still have paid it. I insisted that I would probably not have, as it is over $200. He then quotes, “Are you sure? How sure are you?” As a supervisor, is this the way you should be talking to a customer? Although $37.85 may not seem like a lot of money, but the value is different for each person. How can the supervisor act and talk in such a manner. How is this customer service, when you leave the customer enraged and feeling disrespected? Even telling the supervisor this, he still did not apologize for mocking me and yet instead, still insisted that I pay for the $233.58. Also, to point out, he informed me that if I were to get a refund, it will only be for the price of the $196 ticket. Why should I pay for that extra $37.58 when instead I should be compensated for the trouble and lack of respect I have received? Shouldn’t the company be refunding me the $233.58 instead of just $196? Yet with much frustration and getting nowhere, I paid, providing my credit card information again.
However, it has now been two days, since I spoke to the supervisor, yet I still have not received any information regarding this situation. He specifically told me that it will take 24 hours to 48 hours for a result by Customer Care. I have also not received any emails regarding my change of the ticket, from August 15 to July 15, or the E-ticket itself, even though I paid for it. As well, I have not received any invoices for any for the two billings that have been made. If this agency is scamming me of my money, be damn sure that I will be suing them for fraud. Speaking of scam and fraud, I checked my email again last night and I received an email regarding travel insurance, notifying me of two payments of $36 dollars; for both of the passengers, for travel insurance that I had never purchased. It sounds like here that the initial sales agent had included the insurance without my permission. If the flight tickets for the change were actually $160 and not $196, then there better be a refund for that!
In March 2013 we worked on booking 2 tickets online (Calgary
- Amsterdam-Belgrade). There were 2 tickets showed with 2 different
prices, no real price difference, and both under $2000.
While processing request we was declined the second ticket.
There was an emergency to travel due to death in family (two sisters were travailing to mothers funeral) so we called Flihgtnetwork
customer representative. We were told the following:
Seats get sold fast so that is a reason we could not buy the second
ticket under $2000 because this is the Economy class. However if a
ticket is required on this flight, our only option is to proceed and
purchase the second ticket in the business section for almost $5000.
So we did buy it online with assistance and help of the representative on the phone.
The first issue appeared at the check in point in Edmonton where 3 attendants worked
on issuing a boarding ticket for the $5000 airfare - wait time 30
When we got on the plane I was told that both tickets are economy class
and your attendant looked very surprised by the price of the second one.
Not to go too much into details and full experience of the flights - since we do not want to re-live it, here is summary:
From 4 flights that we were on only one was for first class ticket
That one from Amsterdam to Belgrade,
Furthermore, it was real struggle to find seat on the flight from Amsterdam to Calgary, and again it was economy.
I just want reiterate one more time. We were purchasing two tickets for the same flight.
After the first purchase, I phoned your number: (1-877-496-4815 “Specializing in Cheap Flights” What a statement! )
I was told by your representative that second ticket I was considering to buy was "Business class" and that is the reason of this high price.
It was not short conversation and it involved "let me clarify this for you" ..
So, jump in price from roughly $2000 to $5000 (about $3000) was justified and explained as "business class ticket" as such information was provided, we proceeded with purchase.
Needless to say such "business class" service during the flight was not provided.
As additional note, I just want to express my personal sentiment at the end.
In the time if personal distress, it feels that your organization took every opportunity to take advantage of situation, for financial gain. And you are still doing it. It really feels like well-organized extortion case. We did pick you website since in our local Mall you have an office and you seemed more trustworthy. We will not make same mistake any time soon!
We did contact Flihgtnetwork via phone and email but were able to get only this:
Thank you for contacting Flight Network and giving us the opportunity to assist you. I have looked into file, however I see that this was booked in economy class. There are several booking classes within economy class, with each at a different price class. When the lowest price sells out the next lowest will reflect on our website. Usually the prices will increase as you get closer to departure due to limited availability. In this case the economy ticket was very expensive as the lower-priced, more restrictive economy classes were sold out.
When booking a ticket on our website the search engine defaults to economy class. If you try to book business class you would need to select "business class" in the search. The subject line and first sentence in the confirmation email would also state "Flight Network First and Business Class Airfares". I am not able to see that business class was mentioned on your booking.
I tried to book an Air Canada flight on line and by the end of my booking I hit PURCHASE but no confirmation was given. Now I dont know if I have a reservation or not. I am reluctant to book again in case I am charged twice. I called their number, waited 25 minutes without any response and given no chance for a call back I gave up.
Icalled Air Canada but they didnt want to help saying I should have booked on their website. I actually thought that Flightnetworks site was Air Canadas as they have Air Canada plastered all over the pages. Can anyone help?
I booked the round air tickets online via Flightnetwork firstly on June 3rd, but online showing my reservation had failed, I found my credit card was charged portion of the ticket(only one way), so I called the 1-905-829-8699 to ask staff help me fix or check out. The staff with number 2216 were helping me book the return tickets(one way tickets were paid), he firstly tried to charge fare from credit card with return tickets.but he said my credit card declined.He tried to charged again.then he completed my reservation and send the confirmation.After that, I found my credit card was charged twice and I called my bank to double check the specific transactions.The bank staff told me West Jet charged me twice. Later, I called back the staff from Flightnetwork, he said there is only one charge showing there, now I were sad.So now I just am waiting my E-ticket from Flightnetwork and waiting the my credit card transaction showed on my website bank about 2-3 days and email to Flightnetwork to prove it, which can solve the problem. After that, I thought a lot, I think the Staff 2216 made mistake when helped me book return tickets, I remember when he said my credit card declined firstly, he told me wait me a while, and I ask him to I wanna change to use Mastcard for paying, but later he said wait, I put your reservation on it, then he said it is ok now, booked it. I said really? I do not need change into MasterCard? He said he complete the reservation, I trust him what he said. After I checked my current available credit online, It was charged double money！！So I call my bank and staff told me specific transaction about West Jet charged twice from my credit card and it was US dollers!Crazy! till now, I received my E-tickets today and itinerary that the 2216 staff send to me, I look over whole document, I realize I can not find my receipt of payment for return tickets with West Jet, I do not know what exactly I paid, Staff from flightnetwork and online said only $847.74 CND.But I do not have proof to check!that is suck!I can't believe the Flightnetwork anymore, I will learn the lesson !JUST WANNA THE STAFF FROM CUSTOMER CARD DEPARTMENT CAN CONTACT ME RIGHT NOW AND SOLVE THE PROBLEM !
Honestly the worst experience I have had with ANY company of ANY kind.
Last week the night before my grandaughter was to fly home I noticed that I had spelt her name wrong on the ticket; I started to panic and I called the The Flight Network and I was linked up with an agent Jaslie Rameriz. She calmed me right down and took care of everything for me to change the name on the ticket. She was so kind to me that I will never forget it and I will always use the Flight Network because of their good prices and their excellent customer service.
This week we had an emergency. Brother-in-laws father went to Berlin for a surgery that went terribly wrong. They called me in a panic to help them buy last minute tickets because the doctors told them they needed to be there as soon as possible. I found tickets for the next day at a price that between the family were able to scrape together at short notice but they needed a credit card to book. I would have used mine but unfortunately due to construction around the house my available balance wasn't enough to cover the ticket price. One of our friends came to the rescue and offered to let us use her credit card to book the tickets and pay her back the next day when we had the total balance of the bill. We put all the information in all the right places and I was a little concerned that there was no place to put the security code from the back of the card. I called a few minutes after to make sure everything was okay and the tickets would be issued correctly and talked to veronica (who by the way is very nice and tried to be helpful). Imagine my shock when first thing in the morning I find they have cancelled my reservations and when I check the time its over 5 hours after the reservation were made. When I call to find out what happened they tell me the contact phone number was wrong. The contact number is not wrong because I was the contact. They used my phone number to verify the credit card even though I indicated on the booking form that the card holder was not the same as the contact person. They have no place on the form for the security number nor the credit card holders registered telephone number nor do they indicate it is even needed in the credit card information area. While we were booking the tickets the customer service people are nice enough but NOW there's a problem and all the customer service reps (I talked to at least 3 of them) are incapable of helping and even worse extremely condescending. If they had been helpful or even sympathetic it would have gone a long way. I re-booked on Flight Hub which by the way actually has a form that you can enter all the information for a 3rd party credit card and still put the person who needs to be contacted about the booking as the contact person.
Due to this mess up these boys are sitting for another 24 hours waiting to be at their fathers bed side and the hospital phoned this morning to say they are not sure if he is going to make it. This is absolute torture for them. Not to mention that they had to ask around the family for another $400 dollars for the new flight so they could keep the money they converted to Euro for living expenses in Berlin.
Apparently there is no number to call about complains and the only was to complain is to leave them an email on their sales form, but I managed to find the CEO's company email and write to him. Lets see if he gets the form fixed so something like this never happens to anyone else.
UPDATE... Unfortunately the boys didn't arrive in time to see their dad alive. While nothing will quite make up for the lost time that cost us so much, Flight Network really tried to put things right. We had a senior Manager work very closely with us to get the boys home for the same price as the lost tickets. The price of one way tickets home had gone up ridiculously by the time the boys were ready to come home and it was a big help to have someone else hunt down tickets and do all the work for us. We have been assured that the form on the site will be updated to make space for all the information needed for a third party credit card so that a legitimate emergency use will not be mistaken for credit fraud. We have also been assured that staff has already been receiving training on when to pass a situation up to a manager for an emergency resolution immediately and when to refer a customer to the website for resolution.
Mistakes can and will happen at the worst possible times, no one can escape this but one can always hope that the same mistake never happens and lessons are learned. I wish that this mistake had been resolved on the phone the day it happened instead of by angry posts and emails but even so I am satisfied with the help received after the fact. After dealing with management I would give Flight Network another shot with vacation plans.....
I made a lot of bone-headed mistakes when booking 2 tickets to Asia. Your agent, Arif, in India was very patient in correcting it all. On top of it all I ended up a booking trip cancellation policy with RBC which showed up on my itinerary ( due mostly to my mistakes) as insurance declined.
I then went out and bought another policy with a local agent.
Several days later the charge to RBC for $260 was still on my card and RBC's policy is no cancellation after 48hrs. Was I stuck with 2 cancellation policies?
Your supervisor at flight network Dave Kline said he understood how this happened and had the payment taken off my credit card. ( I suspect they may have just absorbed the $260 themselves although the problem was mostly cause by my mistakes.) God Bless your service and generosity. May I, and whoever reads this long story,live to buy many flights from your company and give that $260 back to you many times over.
With Appreciation, - Lynn Dutertre
i had booked 3 tickets for three different persons using my credit card in my account at flightnetwork.com.Everything went well with booking.A few days later when there was price drop,called the customer service who issued credit for the difference in the price for all 3 tickets but to 3 different persons.I could only get one ticket credit on my name leaving the other 2 credits since they are not on my name,although i paid all the 3 tickets with my credit card,i dont understand why the credit was not issued in whole to the credit card holder?.i talked to the customer service and she said the price drop credit is non-transferable,i understand it is not transferable from one account to another account but if i am the sole person who spent the money for the other 2 persons,what is the need for flightnetwork to issue credit to 3 different persons rather than the account holder who paid for the ticket.my other 2 friends are leaving the country and will not be able to use this balance in future.so finally the price drop is a BIGG LOSS for me as it has not returned the COMPLETE credit to me who paid for all the three tickets from my pocket.FIRST worse thing about flightnetwork is that they dont issue the credit in the form of money but rather add it to your flightnetwork account as price drop protection dollars and force you to use their service if you want to spend the price drop protection dollars.SECOND the most HORRIBLE is that they issue it to the every person name on the ticket rather than the actual ticket holder/payee,by which they force the other persons to sign up a different account to use their service,failing which they lose the price drop credit.This is like getting 3 times business if we book three persons in one account.THIRD is that price drop dollars expire by 1 year and has to be used by the individual person only.Interestingly this person need not pay for the ticket but snatch the goodwill of the person who is actually paying for him.By this way they are profiting from the other persons(those who r on the ticket but not the actual payee)who would not take pain to create another account and use these credit.I think the authorities should modify the policy and issue the credit to the one who pays for the ticket and not to everyone
FlightNetwork.com???? No problem....Just go slow to go fast.
Haven't booked in over seven years. Getting slooowww!
Nada and Stephanie comforted and answered all my borderline moronic, anxiety ridden questions with super patience and coolest.
Folks! Call early, take your time, read everything twice before pushing the pay/send button. Roberto - A teenager stuck in a 72 year old body! Happy Now!
Wanted to visit my son in London,U.K., and combine hotel stay and a short tour of the U.K. After a few false starts with agents who would do only certain things found Flightnetwork.com .Their agent, Mary, was eager to help us, and found hotel accommodation in the area we wanted, a tour of 10 days and flights complementing the trips, at excellent prices for all. Definitely recommend. Lesli.firstname.lastname@example.org
Here is my current situation and experience with Flight Network..( from email)
Dear Flight Network....I have a HUGE customer service issue..I was recommended to your site by a friend. I entered in dates into the computer. Bought the ticket. Everything was great. At 4:02 pm I get my confirmation dates, and they are not the ones I entered into the computer..Noticing this I called right away (4:30 pm) on hold for 34mins..Sent email outlining my situation ( 4:36 pm). At 9:05pm, called back later in the night.Again on for 25 mins. Finally got to talk to Rozano at 1045pm after being on hold for about 5 mins..He informed me that there was no way a date mixup could happend on "your" side of things..And laid the blame on me..He told me I should have verified everything before hitting the pay button. He also told me, the only way we could solve things is if I paid the change fee of $357 + flight difference...And if I wanted to cancel the ticket I would still be changed this fee when rebooking + $50 for cancelling..Are you kidding me? Flight Difference I get.No Prob......$357 is the issue....Needless to say we have somethings to work out....I have sent another email to their sales department.
The only response I get, is that someone will get back to me.No one has contacted me..I do not recommend their service. Check out their Facebook page to see other complaints..I will be filing a formal complaint with the Better Business Bureau.
A year ago you guys booked us on a return flight from Vancouver to New Zealand on Air Canada. and Air New Zealand for the Rugby World Cup. Our departure date
coincided with the threatened start-date of a strike by Air Canada and we
were scheduled to fly AC to Los Angeles to link with a ANZ flight from there
to Auckland, NZ. AC could not advise us on how we might or might not be
affected by the strike. To avoid any possible problems making our ANZ connection, FlightNetwork rebooked us on a direct flight on ANZ, Vancouver to
Auckland at no addition cost.We arrived in NZ in time to watch a major game
the very next day. FlightNetwork gave us phenomenal service and so we always
recommend FlightNetwork.com to all our friends and relatives, as we do to
anyone reading this rather belated thank you note. - Raymond Skett
The Price Drop protection offered by Flight Network is amazing! The prices offered are competitive, and if they go down after you buy your ticket, you can actually get the difference back in the form of a credit!
Beware if you book a flight for someone else that the credit will be associated to their name and not to the person who paid for the ticket, but this is a great feature that can make you save big.
I hadn't heard of FlightNetwork until a friend told me about it. I was always a user of Expedia. I'm officially making the switch! It has the best rates, friendly layout, and exceptional customer service. I'm referring all my friends and family!
I have used a lot of travel sites and FlightNetwork.com was easy to use and had the best customer experience. Their Customer Service personnel were very knowledgeable, friendly and was able to assist with my questions. Their patience and insight did not go unnoticed. It really made a difference in my vacation experience.
My experience was very pleasent, to the point that i could not beleive it.
the representative listed very carefuly to my needs and mached it with 3 different packages, iI can choose from, she also went through them one by one to narrow my choices.
I will never find a better help.
I love FlightNetwork because they give you what you need quickly and more. I love their option of free price drop protection or discount. They always have true sound accurate advice and they're not just trying to sell you their service. They are quite efficient and open 24 hours and available to book online as a self-serve option with the free price drop protection. I love FlightNetwork and I recommend it.
Our first experience with Flightnetwork was last summer through a vacation in Cuba. All the family enjoyed the trip and this encouraged us to use the same company for this year vacation to The Dominican Republic, where we have just returned. It was also another wonderful vacation and we are planning to use the same company for our future trips.
We have dealt with Nada at Flight Network for a number of years now and have had nothing but praise for her assistance in getting our vacation plans finalized. She has been very helpful in booking our cruises and all our connections. She has gone out of her way to make our vacations run as smoothly as possible.
We would definitely use her assistance again and would highly recommend Flight Network to all our friends.
Mamdouh Kodsi found this review useful
I dealt with Nada and she exceeded my expectations. I would only deal with Nada on future vacation plans.
Its a company that you can trust to provide world class service. If you want to travel without care and without problem book your flights through this company. Their customer service and speedy response makes taking a vacation easy. You guys rock
I have been using Flight Network since 2010 because they provide great prices on flights. In addition, their staff has provided great assistance in helping me book both flights and hotels. Recently, they helped me book a multi-stop vacation in Italy. Their staff always provides me with great recommendations at a great price.
Have contacted FlightNetwork in the past, and will do so
in the future. Customer service from Dave K. was very good.
He made sure he understood what we were looking for so that we would enjoy our trip to the fullest. We would certainly contact him again.
exceptionally good experience for booking all my travels with flight network, not only they provide good service to customers but also the rates and deal offered by them are very competitive.
i would highly recomend it to all my friends to check out for any next travel or vacation plans they have in mind
This is to let you know that Annie, who answered an early call provided me with excellent service. I needed to make flight changes to a previous itinerary due to serious health conditions of an aunt I wanted to spend time with. Annie actively sought information from me regarding the circumstances surrounding my need to urgently change flight schedules. She provided options that helped me to decide on the best airport, time and day while being considerate with the financial consequences of the flight changes. I felt that Annie gave importance to what I needed.
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