Absolute WORST online purchase experience.

Absolute WORST online purchase experience.

An open letter to Flight Network:

I'm writing with the hopes that someone takes customer feedback seriously because I take my money seriously, and any time a business tricks me into spending more than I expect, I will never be a returning customer. I've attached a supporting document to further prove my below points. (Strange - I added supporting photos, but they are not viewable. For anyone wondering, I took screenshots of the Trip Cancellation Insurance portion of the website where it DOES NOT state shown fee of $2.71 is per trip day. The other images were screen shots of the pages within the document that opens when you click on "Terms and Conditions". Again, nowhere does it state fee applies per day.)

Last night, I was shopping for a ticket to the Philippines. The trip is 2 months long. I was purchasing the ticket on FlightNetwork and was very surprised by how the Trip Cancellation cost less than $3. Obviously I am going to select that, thinking it is a one time fee of $3.00. When I clicked on "complete your booking, it was only then that the price of my ticket appeared and it was nearly $200 more than what I was expecting to spend. Then I noticed the Trip Cancellation was almost $180.00. This left me completely devastated and I could start to feel an anxiety attack arise when I immediately called customer service. He was patient with me, but he insisted that the website says the fee applies to each day of the trip. If you look at the screenshot I took, it clearly DOES NOT state it anywhere. Nor does it state it in the terms and conditions, both found in the attached document. Sure, to receive 50% back was better than nothing, but i'm still charged $90.

Then I thought afterwards - why does the price suddenly appear AFTER you hit the complete booking button? It is not in plain site DURING the process of clicking on buttons and filling in text fields. This is so very sneaky of FlightNetwork.

Yes, I know I should have checked the price before confirming. But there should also be no surprises during the ENTIRE process. The final total should ALWAYS be in clear view, not at the very top of the page where one needs to scroll up. Or even better - before the customer completes the booking, there should be a 'Review Your Order before completing your booking' so that customers can CLEARLY see the breakdown of the cost of the ticket. This is complete TRANSPARENCY which customers deserve when they are spending their hard earned money online. This will earn your customers' TRUST furthering their loyalty to you and encourage future purchases.

This is my first and last purchase with FlightNetwork.

All the best.