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:11/08/2023

  Type:Delivery 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.

  On December 10, 2021. we purchased 4 flights from Marlin Travel in Swift Current. The total cost was $4,775.88. We changed those flights. We have attempted to use the value of the original flights to purchase new flights, however, the full-value has not been honoured. Marlin Travel told us that we should contact *** ****** to get our money back. I did that multiple times. Each time, *** ****** informed me that they cannot deal with individual customers when a travel agent is involved. I protested that our travel agent was not helping us and instead, passed the responsibility on to *** ****** even though we paid Marlin Travel. After many in-person conversations, telephone calls and emails with Marlin Travel, we were told on May 2, 2023 that we would receive travel vouchers in the amount of $4,775.88 and that there would be no expiry date for travel. We expected the vouchers to arrive via email within a week. Fourteen weeks later, we still do not have the vouchers. Each time I contact Marlin Travel I am informed that I need to be patient. Marlin Travel says that our case is a top priority but their actions say the opposite.

  Business Response

  Date: 08/09/2023

  The tickets purchased through Marlin Travel were with *** ****** but through a consolidator.  Consolidators are used on occasion to offer clients better rates than they can find themselves.  Sometimes these tickets have different terms than buying directly from the airline.  In attempts to exchange the tickets on behalf of our clients the difference in fare did not seem reasonable which is why we agreed to request a travel voucher in lieu of a travel credit.  We reached out to the consolidator who has been in contact with *** ******.  The consolidator told us in May that *** ****** agreed to transfer the credits.  No timeline was provided to us or the clients as to when this may happen.  We follow up with the consolidator on a weekly basis, on behalf of our clients.  At the clients request, we have even provided them with the consolidators contact information.  We have reached out to *** ******, the consolidator, our head office and anyone we can think of that may have connections with *** ****** to help speed up the process or resolve this issue.  These are long time clients that we value greatly.  We are doing our best to assist them and their request, but are at the mercy of *** ******.