Used to be great (4-5 stars), became a mediocre cu...

Used to be great (4-5 stars), became a mediocre customer experience especially when booking hotels or reclaiming Price Drop points.
Flight bookings still work OK and sometimes generate Price Drop Protection dollars or points. That s the only reason to give the 2nd star here.

Why I m unhappy with their service:

- Flight Network repackages flights and enforces different cancellation fees. If you ever need to change or cancel a flight, Flight Network may charge you a higher price than the airline you will actually fly with.

- Reclaiming PDP points (one of main attractive points about the service) is a pain. The points balance disappears when booking hotels, and is not applied at checkout. The points balance can t be directly used when booking on the phone, because service team doesn t have access to PDP team and has to approve it later (!!!). Everything about PDP has to be double- and triple-checked, wasting lots of your time.

- Airline bookings regularly result in website error or timeout, but get confirmed some hours later (eventually). It is very irritating and sometimes leads customers to double-book flights elsewhere.

- Hotel bookings don t reflect accurate availability information. Even available hotels result in errors while booking online. Customers are advised to call the hotline.

- The hotline is very busy and doesn t follow up on customer issues that well. Requests get forgotten, especially if they are about claiming previously earned PDP dollars. Emergency requests (like issues with a hotel requiring immediate action) are put on the queue until the next business day.

All in all Flight Network seems to be in decline, with PDP bonus being withdrawn (or made very tricky to claim again) and hotline service massively reduced in headcount and quality.