Michelle N

Review of Flight Network

I originally had a flight booked to fly to Miami f...

I originally had a flight booked to fly to Miami from Toronto in March, when COVID-19 was first made public in the news. I called to cancel the flight promptly. Unfortunately, at that time they were not offering refunds or anything other than flight credit because of the limited info they had. I was first charged $100 for the cancellation fee and that I was required to use the credit by December 31, 2020. Since I was travelling in a group, a friend of mine spoke to the customer service manager who stated the fee should be $50. E-mailed back and reportedly received the refund.

In April, as airlines received more information and enforced new guidelines regarding the pandemic and refunds, I e-mailed Flight Network's customer service once again to inquire about receiving a refund due to the pandemic. They stated they are not able to provide a refund and that they are not able to extend the deadline in which I can use the credit.

After months of trying to call, being put on hold for 1-2 hours minimum only for the call to be dropped and hung up on multiple times, I was going to just lose the $380 credit and accept the loss. Then I thought to use the credit and just book a flight within Canada, seeing it is safer than travelling to the States and having to quarantine twice. I called and a rep named "Zuber" reassured me that I do in fact actually have the credit and can use it to re-book, but will have to do it over the phone. Since I did not have the exact flight date in mind, I had to call back. A few days later, I called back and spoke with "Earemjeet" after being transferred twice and waiting 1 hour. He asked me which date and flight I was looking to use for credit and put me on hold several times just to find the same booking I was looking for. Finally, he said he was able to book the flight for me after I paid a $45 handling fee. I questioned this since I was wrongly charged from the cancellation fee and he was very defensive. He said he would e-mail me the payment link by the end of the day. I wanted a confirmation that the booking was processed right away since it is so difficult to get them on the phone, so he sent me the payment link and I paid. Then he says there is a "currency exchange fee" since I had booked a flight to Miami initially... but paid in Canadian. This did not make any sense at all. He then changed his answer and stated it was the "airline fee". After trying to ask for more information regarding the fee, he kept stating "it is an airline fee what else do you want"? He was very rude and condescending. I really hope their company does record all phone calls because this was THE ABSOLUTE WORST customer service I have experienced ever in my entire life. At one point he was mocking me when I simply had asked to receive an invoice. He even said he was really trying his best to help me and complained that he has been on the phone with me for over 1 hour trying to help me...... the audacity. What he was doing was THE BARE MINIMUM. Never felt so disrespected.

Paid the fees instead of losing the total $380. Who knows if I'll even be able to fly next month but I am over this company. I never wish the worst on anyone but I honestly hope they go out of business. They deserve to, for the sake of employees and everyone. Please go out of business.