Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/08/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I travelled using Canada jet lines for a trip from ******* to ******* on May 13 and return May 18. I travelled with my son and we checked A stroller in for our flight on May 18 from ******* to *******. When we arrive to *******, we were told the stroller was lost. I contacted jet lines that following week and over the phone was told to purchase a new stroller and provide the receipt for reimbursement. I purchased the stroller and emailed the Canada jet lines contact that I was given on May 29 with the receipt of purchase. I called their customer service line in the middle of June for an update and was told they had no record so I again submitted the receipt. Finally, on July 6, I was told To resubmit the receipt again, and so I did. That same day I was also requested to send a copy of a void Check to have the reimbursement sent to my account. I sent a copy of a void check on July 6. I reached out again after no contact on July 15 with a generic email stating they apologize for the delay and that they are still processing the claim. I Reached out again July 22 and was given the exact same email Word for Word from July 15. I emailed on July 29 asking for an update and called again today, August 1 as I still have not heard from them. The customer service *** on the phone said to email again to follow up, and he will personally look into it as he cannot transfer me by phone to any other department to discuss the payment. We left the call that he will follow up with me by the end of today, August 1 and I have not received an email. I would just like the reimbursement for the stroller considering the customer service *** over the phone and by email have not indicated any progress in this claim, Im not sure what to do at this point.

• Initial Complaint

  Date:22/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two round trip from ******* to ******* and back from a booking agent. For myself, ********************* and *************** *********************. The departure is from March 29, 2024 and to return on April 1, 2024. Reservation *******. The day I booked my round trips, around Jan *****, I called Jetlines to confirm my trip and they said it was good to ********* to ******* was fine, however, the day before the flight back to ******* I called Jetlines to check-in for my flight home. The Jetline agent searched my reservation and told me that my booking agent cancelled my return flight and now the flight home was fully booked and I had to purchase another ticket with a different airline home. This was all done without my knowledge, consent or no refund.I called the travel agent and they said I need evidence such as a statement from Jetlines in order to proceed with a refund. I called Jetlines and their customer service agents refused to cooperate and avoided to simply send me an email with the statement. I spoke to their supervisor, ********, and she said to have the booking agent email her. No response from their airline. I then wrote another email attaching both jetlines customer service email and the booking agent. I still have not received a response. The travel agency is ******** (******), they may be an issue with that airline. They wont provide me a breakdown invoice of the round trip and only gave me a total of the roundtrips. ****** *********** ***** *** ********* ** **** *** ******** ** ** ** ****** *** *** ****** ****** **** * *** *** ******* ** *** *** ********* ** ** ***** ********* **** *******

  Business Response

  Date: 26/04/2024

  Hello,

  My name is ******************* and I am the Manager of Customer Relations at *********************************************. I have reviewed the contents of the email and have the following information to offer:

  1. The booking on the *************** flight dated 01APR'24 was indeed canceled in our booking system. This will be taken up with the booking office immediately.

  2. We have reached out to the booking office to refund the unused portion of the tickets to the purchasing credit card.

  3. For any clarification regarding this situation, the customer may write to us at ************************************ and our team will be happy to assist.

  Regards,
  *******************
  
  
  Canada Jetlines, Inc.
  Ph: + 1 (866) 320-8687
   ************************************