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Business Profile

Airlines

New Pacific Airlines

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/20/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    We booked a round trip flight through Booking.com with New Pacific from ******* to ********* in early April. The return flight was canceled a few days before our departure. We made adjustments and paid more for an alternate flight on Southwest. Then, just hours before our departure, the departing flight was canceled. We ended up having to cancel our trip. When this happens due to weather it is of course out of their control and adjustments must be made, but this was a business ("market conditions and operational considerations") decision that did not consider their customers in the least. Beyond the payments lost for other reservations on the trip, Booking.com has not been able to refund either flight because they have said that New Pacific has not released the funds. Not only was our entire trip canceled last minute due to their poor business decisions, they are holding our money for their mistake hostage.

  • Initial Complaint

    Date:04/03/2024

    Type:Product Issues
    Status:
    Resolved
    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 booked a round trip flight on New Pacific Airlines for March 18th and my returning flight to be on March 22nd from ******* ** to ********* *********. The flight was scheduled to leave out of ***************************** out of ******* ********** on March 18th. The returning flight was scheduled to leave on March 22nd from *********. I had no issues leaving to ********* out of ******* on March 18th. I got an email and text notification from New Pacific airlines the night before the flight (March 21st) stating that my flight was canceled on March 22nd from ********* to *******. The email did not state why the flight was canceled but it did say a refund would be issued for the flight. I have NOT received any refund from New Pacific Airlines. I tried to call and email them multiple times through their online portal and phone numbers. I have not received any call back or email from them regarding the refund. Since NPA has limited flights leaving from *******, I had to book a last minute flight with another airline to *** and find my way to ******* ** as I parked my car at ***************. This was a huge inconvenience and very unprofessional of NPA not to offer their passengers clarification on other flights, reimbursement, or rebooking options. I have attached a PDF of my receipt from New Pacific Airlines after I booked my flight. i have also attached proof of the cancelation notice via PDF. Look forward to hearing from BBB on how to solve this issue. Thank you,-*************************

    Business Response

    Date: 04/04/2024

    To Whom It May ******************************* passengers ticket was purchased by way of third party. The passenger was advised to reach out to the third party agency for a refund. Assuming that he did reach out to them due the agency reaching out to us on 3/26/24 requesting authorization to process the refund. we provided that information to the agency. Once the agency processing the refund the passenger should obtain an email response regarding his update from the third party. He will need to reach out to them for all refund updates. 

    Customer Answer

    Date: 04/08/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *************************

New Pacific Airlines is NOT a BBB Accredited Business.

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