FlightHub

Craig Kirkham's formal complaint against FlightHUB; For the FlightHUB Inc. Complaints Department. I am lodging this complaint in hopes of resolving this issue before seeking legal council.

a) FlightHUB Inc. misinformed me over the phone. I was told I could get a refund minus a $300 cancellation fee if I cancelled the flight I had booked through their website. When I cancelled online, I discovered that I didn't get a refund. I received a flight credit. When I called back to explain what happened (that I was misinformed and stuck in an unfair situation), I still did not receive a refund.

b) I had argued my case for over an hour with no success - no refund. I then tried to spend the flight credit. I found that prices were inflated, making the credit worthless. When you use a credit to book online, you have to choose "paying with credit", then search for flights. "Paying with credit" prices are more expensive than "regular payment" prices for the same flight with the same airline - by a wide margin of a couple of thousand dollars. I have provided specifics below. Again, I was treated unfairly as a consumer.

I'm looking to be compensated for both the $300.00CAD cancellation fee and the cost of the initial ticket $2279.00CAD.

I hope that we can get this sorted as soon as possible. If I don't hear back from you in a week I will pursue legal council.

Thank you.
Craig Kirkham

Below I have recapped my interactions with FlightHUB. Receipts are attached.

Transaction on the FlightHUB website, April 24, 2018, approximately 10:30pm:
Booked a July 13, 2018 flight to San Francisco, CA from Buffalo, NY
Booked a July 26, 2018 return flight from Los Angeles, CA to Buffalo, NY
The cost of the flight was $2279.00 CAD.

On the FlightHUB website, April 25, approximately 7:00am:
Our plans changed so I tried to cancel the flight. The website stated that I had to pay a $300.00 modification fee. I had thought it would be possible to cancel without penalty since it had been less than 24 hours since I booked.

Rang FlightHUB, April 25, 2018, approximately 7:15am:
I called FlightHUB and asked why I needed to pay $300.00. I had contacted them within 24 hours but they claimed because I was a Canadian I had to pay the $300.00 fee. (Apparently if I was American I would have been able to cancel without penalty.) I was told that I could cancel at any point 48 hrs prior to departure. There was no mention of a travel credit.

Transaction on the FlightHUB website, April 26, 2018:
I found a flight on a different site that worked out better for us. I booked it and cancelled my initial FlightHUB flight, paying the $300.00 cancelation fee. I discovered that my money was not refunded but placed into a travel credit. I immediately cancelled the flight I had just booked through Kayak and Delta and had no problem at all.

Rang FlightHUB, April 26, 2018:
I rang FlightHUB and asked for my money to be refunded rather than receiving a travel credit. FlightHUB told me they could not refund my money because it had gone United Airlines. (United Airlines have a "Book without worry, cancel for free within 24 hours of booking" policy stated on their website.) I continued to try and get my money back for over an hour but had no success.

On the FlightHUB website, April 26, 2018:
I found a flight that worked (to the same location on the same airline as the original purchase - San Francisco, United Airlines) and attempted to use my travel credit to pay for the new ticket. In the payment stage of the transaction, I couldn't find a way to apply my travel credit. I then found a "book with credit" option. You click on it and then search for flights. I found that there was a huge difference between the "book with credit" price and the cost of the same flight using a "regular consumer" search. The "book with credit" flight was way more expensive. The difference in price was exactly the value of the travel credit. So the credit had no value. Ultimately, I would pay for the flights twice if I went with the "pay with credit" option.

Rang FlightHUB, April 26, 2018:
I rang FlightHUB to complain and to get a refund instead of a credit for the original flight booked, or to apply the credit to a flight purchase for the "regular consumer" price. I was turned me over to Selena (employee # 3742). We argued back and forth for over an hour. I tried to use the credit by booking over the phone but found the same thing with Selena - "pay with credit" prices were far more expensive than prices I would pay if I purchased tickets for the exact same flight online as a "regular consumer" not using a credit. Selena claimed that the price difference was due to administrative costs.

For example, I asked to book a July 6, 2018 United flight leaving for San Francisco from Toronto, returning on April 20, 2018 from San Francisco to Toronto. The price I found online as a "regular consumer" was $3748.64. Selena said the cost was $5078.64 - $1330 more expensive than the "regular consumer" price.

Then I searched online as a "regular customer" for a flight leaving from Buffalo. I found a United flight that cost around $2600.00. Selena quoted me a price of around $5000 for the same flight - $2400 more expensive. (Odd that the "administrative costs" were different in each instance). Selena said she was sorry for the inconvenience and that there was nothing she could do about the price difference.

I did not use my travel credit because it would cost me way more to book a flight through FlightHUB using the credit than to book a flight elsewhere.

In sum, FlightHUB have:
a) Said that I would get a refund and failed to honour the promise.
b) Issued a travel credit that has no value in light of inflated "pay with credit" prices that don't match the prices I would pay as a "regular non-credit customer" using the FlightHUB website for the exact same flight with the same airline with the same time coordinates.
c) I am also wondering if I should have been able to cancel and receive a full refund within 24 hours of booking. This seems to be possible with other airlines and services.

Money lost: $2579CAD (cost of original tickets purchased $2279 plus $300 cancellation fee)

I'm upset, out 2, 300 euro as a result of using this company. Please beware they are scammers. I've never come across anything like the terrible customer service. it's deliberately misleading so when you try repeatedly to get straight answers, you just give up out of frustration. They read from a script in a foreign accent impossible to understand .
Booked flights on a Tuesday from new York to Ireland as my original airline cancelled my flights home due to bad weather. paid extra for extended cancellation With Flighthub 2000 dollars total including flights.
My original airline rebooked me on the Wednesday as the weather was not as bad as anticipated.
Rang flight hub to cancel flights long story short. No refund just flight credit and for the pleasure of this I was charged 300 dollars.
Credit is worthless it's just a way of extracting more money. Bottom line go direct with airline. Never again Flighthub

I booked a flight from New York (LGA) to Toronto (YYZ) with booking number:
[protected]. Within 24 hours, I called to cancel this trip because my passport which was with the Italian embassy in New York had not yet been returned. While speaking with the operator on the phone to cancel, I was told that I will be charged a cancellation fee and the cost of the trip will be available for use as future travel credit. Two days later, I called FlightHub hoping to use the credit to rebook the same trip since I received my passport. I was then told that I would have to pay additional $400 if I wanted to use this credit. So inspite of cancelling my reservation and paying a fee for it, I now cannot use my own money in the future without losing over $700. As a company, Flighthub was not transparent with me as a customer and did not once disclose that there would be additional charges. Essentially, this the cost of the trip was not a credit at all - since that money is basically lost. I request you to do the right thing here and either issue a $370 refund (cost of my trip) or let me use my credit without paying additional $400 because otherwise I have lost a big amount of money. Flighthub is a huge travel site and has a lot of money, it does not need to rip off customers of their hard earned money all because of customer service operators who are not well trained to provide advice to their clients. I have booked multiple trips with the company and have been a regular customer for years, I request you to please help me out. You can email me at surbhi.[protected]@hotmail.com

I will never ever use FlightHub again and all airlines should cease any partnership/agents relationship they have with this company immediately. They have the worst customer service which reflects poorly on the airline itself.

I booked a return flight from Canada to Australia to visit family, but due to unplanned medical treatment I am now not permitted to fly. Receiving this information I contacted FlightHub and was advised by an agent to send my doctors certificate. Following this, I have had to chase the company multiple times; always speaking to different agents and being told different things. I have twice requested for my call to be escalated to a supervisor and been hung up on.

Occasionally I will write positive reviews but never a bad one, but this is beyond anything I've ever experienced. FlightHub have caused additional stress during an already sensitive time. They are THE WORST. NEVER EVER AGAIN (and sadly, looking at this site and web reviews, I'm not the only one).

We purchased tickets through flighthub for a trip from pdx to tapachula leave date 3/18/18 returning 4/13/18 . on the day we were to com back home 4/13 we were supposedly late due to time difference in guatemala and mexico we were there at about 20 til 5 am and our plane was to leave at 6am . when we got to tapachula airport we tried checking in and the lady at the front desk said you guys are a tad bit late but we can still check you in.so. she proceeded to check our bags and but tags on them and put them on the conveyerbelt when shen she proceeded to go back on her compurter to check is in an issue us our boarding passes then after about 3 min a man helping her said that it would take to long to check us in since there was 6 of us then she noted that there was an issue with 2 of our tickets and when ahe woild try to see rhat itvwas or even fix it, it would not allow her to she said you guys had that info blocked she said we could not board she said they would have to board us om a later flight and that there would be a charge. She then proceeded to try and solve the issue and try to put us on anothet flight, but again she could get access to that info so she said I had to call you people and sorted out there was nothing she could do. I called you guys a couple hours later because i could Not get a im contact with you. Since our phones would not work down there and wifi at that airport wad very slow, so we had to go back and go use a phone for long dstance calle at a price
When I called you guys I spoke to about 10 different people i kept being tranfered back and forth and kept being hing up on, no one I mean noone of your costumers service reps. Could do anything for us, I spent hours on the phone only to be told that they could not re issue us tickets and basically saod to me thoae tickets were lost and no longer availableand that we lost that money we paid for them. You see you people left me stranded with my family you people did nothing to try and solve the issue we had to pay a bus to take us to the airport wich is not cheap we were 2 hours away from were we were staying at the people who drove us had already left, we were stranded there for hours and i had to lil girls with me, we ended up having to buy new tickets to come back home and had to stay there another week because the onlt flights available back home cost an arm and a leg, money we could not afford so yhe cheapest we found were 1 week away so we had mo choice. My husband had to miss 1 weel of work, my kids 1 weel of school, and as for those lost tickets it is unfair you people just want to keep our money we already paid for those return flights so it is only fair we get our money back for those return flight or re issued to use on another occasion . those tickets as you may know were not cheap and we worked hard tonpay for them, so I am asking for a refund for those return flights. I really really do not want to take legal action for this but again it is my money you people refuse to return to me ...I will await your response and I hope we can resolve this...thank you.
Esmeralda Espinoza

I have been using flight hub for few years now, i feel these guys give good prices, yet the worst service if something comes up. there is always a wait for 15-20 minutes if i am not calling for a new reservation, and agents have no clue most of the time what they are doing. they just know how much penalty they should ask. I booked a flight in feb from toronto to halifax, but for some issues, i called to cancel it, they agent said i have to pay $25 as cancellation fee and i would get the credit for the flight. but today when i called, nobody was able to book me the flight using my credits. and agent just asked me to call tomorrow. which is ridiculous. the fares would be different tomorrow and i don't want to waste another hour just to talk to someone who has no clue what is going on. also, said there is additional charge of booking the flight, which was not told to me at the time of reservation. and
when i asked to get me in touch of a supervisor. the agent said they have the same system and won't be able to find you the fare and disconnected the call.

My wife and I booked a one way flight from Keflavik, Iceland to Edmonton, AB. The FlightHub itinerary indicated economy class and a link to confirm airline baggage restrictions. Icelandair indicated that a standard economy seat included luggage and that all third party booking agency get standard economy tickets. Went to the airport and Icelandair indicated that our tickets were economy light and did not include baggage ($200 cost on top of $817 flight). FlightHub did not disclose the type of ticket that they purchased from the airline and admitted that they did not notify or provide any information that economy light and therefore additional baggage fees were included. The customer service representative and "supervisor" talked in circles and eventually hung up on me as they would not admit that they have a duty to notify customers the type of ticket and what is included in the fees. This was completely unacceptable and I do not recommend using FlightHub for any future travelling.

Booked 2 tickets (My daughter and myself) through FlightHub web site in Canada.
Payment was in Canadian dollars (Total: $2085.22) however in small print in the bottom it says that I will be charged US dollars .
FlightHub Booking Number: [protected]
ISSUES:
1. Cannot reserve seats:
a. Tried to do it through web site. I was successful however no seat assignment was visible.
b. I got charged by FlightHub
c. I called Air Canada and they told me that no seats are assigned to me and my daughter and if I want to reserve seats with Air Canada it must be paid in US dollars with much higher rate per seat.
d. I called back FlightHub and they refund me as they were not able to reserve seats
2. My Visa card will be charged in USA dollars:
a. Payment was in Canadian dollars (Total: $2085.22) however in small print in the bottom it says that I will be charged US dollars .
3. Layover too short in Calgary (47 Minutes)
a. Trip was arranged on FlightHub web site by their search engine. I chose the shortest travel time and booked the ticket
b. I called Air Canada and they told me that layover in Calgary of 47 minutes might be to short:
i. They advise me to call Flight Hub and ask for "Piece of Mind" policy to change flight for FREE from Edmonton 1h early
ii. There is available flight with the same company (Air Canada) and the same price:
1. AC 8145 leaving Calgary at 1:40 PM
c. I called Flight Hub and they told me it will cost me more than $600 to change two tickets? I asked to talk to supervisor but wouldn't do it for free and they didn't know about and acknowledge "Piece of Mind" Policy.

Details:
Departure:
Edmonton-Calgary-London (UK)-Brussels - April 29, 2018:
Air Canada
Flight 8153

4:45pm Sun. Apr 29 Edmonton, AB (YEG)
5:37pm Sun. Apr 29 Calgary, AB (YYC)

Air Canada
Flight 850

6:25pm Sun. Apr 29 Calgary, AB (YYC)
10:00am Mon. Apr 30 London (LHR)

Air Canada
Flight 6336
Terminal 2

11:05am Mon. Apr 30 London (LHR)
1:15pm Mon. Apr 30 Brussels (BRU)

Operated by Sn Brussels
Economy

Return:
Brussels-Toronto-Edmonton - May 12
Air Canada
Flight 6383

10:45am Sat. May 12 Brussels (BRU)
12:55pm Sat. May 12 Toronto, ON (YYZ)

Operated by Sn Brussels

Air Canada
Flight 169
Terminal 1

2:10pm Sat. May 12 Toronto, ON (YYZ)
4:15pm Sat. May 12 Edmonton, AB (YEG)

Booked a flight with quantas through flight hub. I got sick and was unable to flight the 22hr flight and got a doctors letter to explain why I was unfit to fly. The flight cost me 1200$. I contacted flight hub and asked if they could cancel/rescheduled or refund me some of the money as I was not going to be using the return flight from Melbourne to Vancouver. They changed my credit card an extra 150$ on top of the 1200 and got me 0$ of a refund and offered me a rescheduled flight that cost as much as if I booked a brand new flight. Totally disgusted with this company they are the scum of the earth and I fell sorry for anyone that works in their call centre as they must get constant abuse from disgruntled customers. I will never ever go near these cockroaches again and I will warn anyone I come across to do the same. The suck beyond being

Hi, my name is Nadiia Depoutat. On October 14 2017 I booked flight for my brother Sergiy Mykhaylyna from Lvov Ukraine to Toronto. Flight was set on April 17, 2018, booking number o76-253-742 from Love to Vienna, Austria at 5:20 AM.However when my brother arrived to the airport Lvov at 2 AM he was told that no flight going to Vienna until May 2018. I called Austrian airline to stress the issue but they suggest to call you. I am trying to find the answer since 10 pm of April 16, 2018 but still no answer. On April 17.2018 I called again, wait 1.5 hour for somebody to answer. Finally I talk to an agent from schedule department, her name is Kyca her ID#3461. Was with her 40 min. She said need more time to find out what happened. Kyca support to call back at 12:10 the same April 17, 2018but she never call back.
Due to an emergency I bought another ticket from different agency on LOT from Love to Toronto for April 18, 2018. In this case I need a full refund and compensation for such horrific experiences with FlightHUb. I also send a complain to the Austrian airline.

I booked two tickets to Europe and needed to cancel my ticket so I called in. The agent said I can cancel the ticket for a penalty fee and I asked her to write the notes on the file as I will be calling back once I confirm with my partner. When i called back, the agents (i spoke to 3 plus a supervisor) all said the ticket is non refundable and I was given wrong information. They see the notes on their file and would not honour it. Sent me around in circles and repeated the same thing over and over instead of honouring what they told me or providing an alternative solution. NEVER BOOK WITH FLIGHTHUB ! THE ABSOLUTE WORST

I book booked 2 tickets on May 12/07 for July flight. Intermarries [protected], cancelled tickets on June 21/07. The company agent said, I have 1 full year to rebook my ticket to May 2018. As for this year, I called up and re-book my tickets, for July flight, the supervisor told me that I cannot booking for July flight WTF? It has to be on the month of May only. I requested the audio recording from last year, got refused. I asking for VP or marketing VP got refused. Asking to refund my money $1107.02, refused.

Re: itinerary number [protected] We booked a return flight from Edmonton to Bangkok with flighthub. CHina Eastern airlines changed our flight times for our return flights and I noticed this one month before we were flying back home. As we cannot call a 1800 number from Thailand, I sent in a couple emails to your customer service email address in Canada as our connecting time which was 1 hour and 50 minutes in Shanghai, was now 50 minutes and I knew we did not have enough time. I had to FaceTime with my mom in canada so she could call the 1800 number and after talking to the superviser at flighthub, he had us on hold for about 50 minutes and said he couldn't contact china eastern airlines after all. He had checked all other flights departing up to 7 days after and said there was nothing. I had checked myself beforehand and saw that there was a flight leaving Bangkok earlier and that there were tickets available but he said because it was a different class that we could not be put on that flight. He only offered us a full refund. We told him not to do anything until we could think things over. We ended up booking a flight on Thai airways one way to Shanghai with a cost of 900.00. Then while we were in Bangkok I called china eastern airlines just to confirm everything, and she advised us that if we did not get on the first leg of our flight then the next 2 legs would be cancelled. SHe ended up putting us in the earlier flight ( that I had mentioned to your supervisor) after all at no extra charge so that we would have ample enough time to catch the second flight in Shanghai. I immediately called Thai airways to cancel our one way flight and we are getting a 75% refund in 45 to 60 working days. We are still out of pocket at least 200.00 dollars. I truly believe that your supervisor did nothing to help us. It was an extremely stressful time for us and spent a lot of time calling and emailing to no avail. I will never use your booking system again and will advise anyone I know to do the same. Your customer support was terrible and I truly feel that he did not attempt to help us at all. I doubt we will hear back from anyone, nor get any compensation but you need to know that this sort of practice is unacceptable.

I booked my trip in January, 2018 to fly to Baku Azerbaijan. Booking was confirmed and itinerary sent to me by e-mail. 2 days ago I found out looking at my account in their website that my flight arrangement was changed without any notification and instead of 1 stop and departing at 9pm it was changed to 4 stops: Toronto-Frankfurt, Frankfurt-Amsterdam, Amsterdam back to Frankfurt and finally from Frankfurt to Baku, departing from Toronto at 4.40pm. Can you imagine if I arrive to airport to my 9pm flight would find out that my actual flight already gone not mentioning why would I go to Amsterdam from Frankfurt and back again to Frankfurt. After a 2.30 hours of being on the phone they agreed to change my booking to Toronto-Frankfurt-Baku, but the problem is it takes about 72 hours to receive confirmation from Lufthansa/AC. So, here I am, 2 weeks prior of my planned trip in a middle of nowhere and there is no guaranty that flight will be confirmed…I will wait for one more day and if there is still no confirmation I would like to get a full refund as I hope that I have time to book my flight through another travel agency unlike this one.
Booking number is: [protected]
Thank you

Mesdames, messieurs,
In 31/03/2018, I bought 3 tickets for my 2 daughter and my self, from Montréal to Hanoi with the total cost is $4913.22 CAD . Reservation number is: [protected].
In the next day, I realised the name of my first child was incorrect, her sirname repeated 2 times. So I called Flighthub to correct her name.
The agent told me that they coud not do the correction, so I need to cancel my tickets and buy the new ones. I need to pay the cancelation fee for 3 tickets (125$/ticket), pay penalities for 3 tickets (around 200$ /ticket) and by 3 new tickets. I asked them, only one ticket have probl, so could I cancel and pay penaltie for only one of them and keep others tickets. They say NO. That mean, I paid: Cancelling fee: 375$. Penalities: 710, 82$CAD; Buy the new tickets (change schedules, etc) with $5016.36 CAD (reservation number: [protected]) . I lost 1100$ in the morning . I keep wonder why Flighthub could not be open to help us find a solution. The error of name typing is current. We accepted paying the fee in fair way, for One but not for THREE. For us, this money is to much, I need to work hard to get my child come back to their hometown. I think' I could buy Flighthub with the raisonable price but in fact, it is NOT. Very stressfull and deceived.

FlightHub booking number [protected] for a flight from Toronto to Norway May 9 2018 returning May 17 2018 with Icelandair. I called to make a name correction for one of the passerngers so that it would match the passport exactly. I called 12 times in one week, spent from 20 to 60 minutes on the phone each time. The first agent said he would make the correction and call back, but he never called and never made the correction. All of the subsequent agents kept me on the line while trying to reach the airline. It never worked. One agent succeeded in reaching the airline, only to be told she was calling the wrong number and she needed to call the support line for travel agents instead. While calling this line, we got disconnected. When I called back several times after that, the agent always insisted there was no number for travel agents. One agent could barely speak English. Another agent told me to call back later as the calling queue was too long. Another agent told me to call the airline myself, which I did, only to be told the change needed to be made through the third party with which I booked. The airline told me the agents should be calling on a travel agent support line! Several times the calls got cut off after waiting on hold for extended periods, and when I called back, I had to start all over again. I sent an email to Flighthub, asking for the correction to be made; 8 days later there was still no action on it. What can I do to get this ticket corrected? I am at the end of my rope!

I booked a flight with flighthub for the first time and never again ! I booked my ticket and called in 12 hours later asking about overage charge on my credit card that didn't match the receipt provided by flight hub and asking to cancel my ticket. They advised me it would be $75 to cancel but I should wait til the payment was actually processed as pending may just seem higher. I waited and called back 2 days later to cancel and now they refuse to refund me my money! The rep sees i called in twice within 12 hours unhappy but keeps repeating "sorry we can't refund after it's been processed". YOU GUYS TOLD ME TO WAIT TIL IT WAS PROCESSED. Absolute horrible experience, spreading the word and never booking with them again!

I traveled to Vietnam on a booking I made with Flighthub this past Christmas. She got hit by a motorcycle while I was there and I had to delay my flight. When I called to do so, I was not only on hold for over an hour each time (three days in a row, prior to when I was originally supposed to fly out), after giving my information, nobody followed up with me even though someone was supposed to email me each time with new flight options. When I called to try to file a complaint, nobody would help me even get in touch with someone to communicate this. The worst customer service I have ever dealt with.in March now, I am still trying to contact someone to help me resolve this issue.

I recently had to change my flight details. I paid the cancellation fee of $75 and the difference in fair to change my flights which totalled to $230. I woke up the next morning with another change to my flight and they charged me another $200. I called 3 days in a row, spoke to 3 different supervisors and neither them will refund the money to me. They keep telling me they need to investigate further and call me back. Nobody has called me back. They are refusing to refund the money even though it was them that made another change and an additional charge to my credit card without my authorization. I have never dealt with such poor customer service in my life. I honestly believe they keep brushing me off so I stop calling.

Date: Feb 24

Booking# [protected]

I booked 5 tickets for a total of $3571.81, breakdown provided was $714.36 per person.

One of the travellers called the FlightHub call centre without my authorization and spoke with Mr. Martin to advise that there was an error in the total price charged. This resulted in miscommunication and cancellation of all the tickets. Mr. Martin promised to cancel and REBOOK with a $50 credit per person, he did not mention a cancellation fee or that our tickets would never be rebooked.

I was the person who booked the tickets, they were all charged to my credit card under my name, Flighthub should not have allowed this transaction to go through without my authorization.

I then received an email alerting me that the tickets were all cancelled, I called the call centre to find out why and the a rep by the name of Faye (very rudely) explained that in order to cancel any flights, he caller would need to provide the credit card security code- this never happened. I then asked her to pull the call so that they could verify that the code was never provided, no authorization provided.

I called back 24 hours later and nothing had been done, I then spoke to a supervisor by the name of Rene who said he would pull the call and confirm.

I received an update 48 hours later, all he said was that there was no agent error, when I told him that I never provided the credit card code, he said this no longer mattered because the agent who cancelled received verbal confirmation from the caller (not me, the person who booked).

I am now being charged $125 in cancellation fees and having to rebook my tickets. I experienced the worst customer service and fraud during this horrible ordeal.

Please look into my case and see that this was an unauthorized cancellation and I am unfairly being charged $125 for a cancellation that I never wanted to occur. That is not all, the unauthorized caller was simply looking to get a discount for the error in pricing that occurred, he never wanted or asked for the tickets to be cancelled.

I am requesting a refund for the $125 unwanted cancellation fee.