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!