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:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Yes I have been having this plane that has been flying at very low altitudes around my property located in ************* just outside of ******. As the plane flies at very low height the pilot seems to race the engine. I took pictures to identify the plane. The picture reveals that the plane belongs to cape air. This action has been happening for the past week. This is not only unsafe for residence, it also creates a lot of noise too. I have several questions for Cape Air in regard as to why two of their pilots are flying these planes at low altitude over a heavily populated area. I am looking for answers from Cape Air

  Customer Answer

  Date: 03/18/2025

  I have not heard from the business in response to my complaint.

   

  I am attaching a copy of the inquiries to this part of the complaint just in case cape air didn't respond due to a mistake, error or an impossibility. This is a Notice of Default and opportunity to cure for cape air. No response will mean that cape air has adopted and has formed an agreement with me ******* ****** regarding this matter.  Thank you

  Business Response

  Date: 03/27/2025

  Dear Mr. **************** you for your message. Cape Air operates in full compliance with all *** regulations. The location you referenced is within the Class B airspace surrounding ********************************, where all aircraft operations are conducted under the control and direction of *** Air Traffic Control. As such, any concerns regarding aircraft activity in that area should be directed to the appropriate *** office.

• Initial Complaint

  Date:01/05/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  Hi there,Name: **** ***********.Flight details: Dec 30, ****** to ******* at 5:50 pm. My bag did not make it from ****** to ******* until midway through the next day. My birthday is the ****************, and I had booked skiing at **********, so I needed to purchase all the new gear that had been in my suitcase.I would like a refund/reimbursement on a few items:At *********, I bought new toiletries and underwear for 39.15$.I paid 45$ for the bag fee for cape air, even though it wasn't delivered, and I want a *********** at **********, I had to rent snow pants, ski boots, and buy new gloves and a hat, since these items were checked in my **************** purchase: 75.95$Snow pant rental: 45$In total, I believe I should be paid 205.1$If you will not refund me this amount, I would like to know what individual I can name as a process server for CapeAir, as I would like to pursue this amount in Small Claims court.Thank you,**** ***********

  Customer Answer

  Date: 01/15/2025

  The business responded once but failed to respond ever again and did not provide compensation for all the new items I had to purchase as a result of them losing my bag.

  
  
  

  Business Response

  Date: 04/03/2025

  Dear Better Business Bureau,

  Thank you for forwarding Ms. ************ complaint to our attention.
  Cape Air acknowledges that Ms. ************ checked baggage was delayed during her travel on December 30, 2024, from ****** to *******. We sincerely regret the inconvenience this delay caused.
  Upon review of Ms. ************ submitted claim and supporting receipts, Cape Air approved reimbursement in the amount of $256.56, which includes compensation for reasonable expenses incurred during the delay. This reimbursement was based on the receipts Ms. *********** provided and processed in accordance with the ********************************* regulations and Cape Airs Contract of Carriage.
  Additionally, the checked baggage fee of $45.00 was refunded on January 6, 2025.
  We apologize for the initial delays in processing this claim and for any frustration experienced by Ms. ************ The reimbursement check has been processed and mailed to the address provided on her baggage claim form, we have requested our ********************* review the check's status and if it is not live, to stop payment and reissue, as the post may not have been delivered.

  Sincerely,
  Cape Air ************* Team

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  You guys messed up the address on the check that was issued and sent it to *******************, even though I provided my address correctly. I would like some additional amount of reimbursement for interest (ideally 5%) given that this occurred months ago and I have not been paid. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Maya

   

  Business Response

  Date: 04/11/2025

  We sincerely apologize for the error in the address used when issuing your reimbursement check. Unfortunately, while our CARE Team submitted the address correctly, there was a clerical error in processing by our accounting staff. While we understand the frustration this delay has caused, Cape Air does not offer interest payments on claim settlements. That said, we take full responsibility for the addressing mistake and are committed to ensuring you receive your reimbursement as soon as possible.
  
  If the check has not yet been reissued or received, please let us know and we will prioritize resolving this promptly.

  Customer Answer

  Date: 04/14/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  I still have not received my reimbursement. Where is it? 

  Regards,

  Maya

   

   

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Yes I live on *********** in *******, ** several times on Saturday December 7 ***************************************************** the air around my area. This plane was identified as belonging to Cape Air. This plane not only was flying at very low levels, The pilot was racing the engine on these low passes too. Today on December 9 2024, the same plane was spotting doing to same as above. I want to know why this plane is flying around in my area at very low altitudes and why the pilot is racing the engine. This plane is very loud!!! I want this to stop.

  Business Response

  Date: 04/03/2025

  Dear Mr. *************** you for your message. Cape Air operates in full compliance with all *** regulations. The location you referenced in *******, **, is within the Class B airspace surrounding ********************************, where all aircraft operations are conducted under the control and direction of *** Air Traffic Control. As such, any concerns regarding aircraft activity in that area should be directed to the appropriate *** office.
  Sincerely,
  Cape Air ************* Team

• Initial Complaint

  Date:06/30/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Cape air Flight 7921 9:05 PM Ack to Hya on Thurs June 20 2024 was cancelled due to weather . The airline knew the flight was to be cancelled prior to its departure time of 9:05 PM but failed to verbally inform the affected passengers in the terminal UNTIL AFTER 9:05 PM. By not informing us of the impending cancellation prior to 9:05 PM we were unable to get off the island of Nantucket by ferry because the last ferry departed at 9:20 PM. Because Cape Air's disregard for their customers wellbeing all passengers had to find hotel accommodations WITHOUT HELP FROM CAPE AIR. All affected customers were forced to pay over $700 each for overnight accommodations on this pricey vacation island. We were rebooked on a June 21 flight.In summary , Cape Air knew the flight was to be cancelled prior to its departure time. By not informing us timely, all passengers were prevented from leaving the island on the last ferry that night . All passengers incurred needless anxiety, inconvenience and significant costs. This ,in my opinion, shows egregious disregard for the customer.

  Customer Answer

  Date: 07/11/2024

  I have not heard from the business in response to my complaint -in a compromise over the claim for damages. . They do not agree that they had a duty to inform passengers of impending cancellation till after the departure time. They refuse to apologize or compensate for costs involved in their failure to notify 3 passengers of impending cancellation in a timely manner to prevent damages to the passengers . 

   

   

  Business Response

  Date: 04/03/2025

  Dear Better Business Bureau,

  Thank you for forwarding Mr. ******** complaint to our attention.
  Cape Air acknowledges the frustration and inconvenience Mr. ******* experienced due to the cancellation of Flight 7921 on June 20, 2024. Our records confirm that this flight was cancelled due to adverse weather conditions, which are beyond the airlines control.
  Under Department of Transportation regulations and Cape Airs Contract of Carriage, in the event of a weather-related cancellation, Cape Airs obligation is limited to refunding the unused portion of the passengers ticket or providing rebooking for transportation. Reimbursement of incidental expenses, such as hotel accommodations, is not required in these circumstances.
  With respect to the timing of the cancellation notification, Cape Airs **************************** made every effort to operate the flight safely and waited until all operational options had been exhausted before canceling the flight. This resulted in a delayed notification, reducing the opportunity to provide earlier notice to passengers. We recognize that this limited Mr. ******** ability to make alternative arrangements and sincerely regret the inconvenience this caused.
  We have also shared Mr. ******** feedback with our Airport Services and Flight Operations leadership teams to review procedures and identify ways to improve passenger experience during irregular operations.

  Sincerely,
  Cape Air ************* Team

• Initial Complaint

  Date:05/16/2024

  Type:Order Issues
  Status:

  AnsweredMore 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.

  cape air regularly cancels flights on customers with little to no notice. they are rarely, if ever, on time. time and time again i have been left in ****** or forced to uber to ******** to a ferry and incur costs for doing so - always with little to NO warning ahead of time. last year we had an incident in which our care giver was flying to her sons wedding. cape air kept this lady and other passengers at the airport for 3 hours - never giving any information on flights - finally boarding then deplaining and telling people they would pay for a ferry ticket. she then had to ferry, take an uber, pay to change her flight taht she Missed AND had to PAY for a hotel room. while this was happeing i called cape air and they told me VERBALLY that cape air would pay for hotel, uber and ferry. afterwards they have neglected to do so, only offering to pay something like 1/3 of it. i have sent all receipts to cape air. the worst part was that i contacted cape for months with ZERO response - i mean ZERO. i sent several emails to their "care team" which is the only way they allow communication for refunds. it took ****** for them to get back to me that they would not honor their verbal contract with me to pay for this - again this was 100% their mistake - airplace/airline issue. i want a full refund and apology and call from someone senior at cape air. i fly cape air as much as anyone, several times per month and have been a customer for decades. they offered ONL ****** and we incured 666.23$ in expenses. i also think we deserve more compensation due to their lying, lack of response and all the time i am takign to fight this

  Business Response

  Date: 04/03/2025

  Dear Better Business Bureau,

  
  Thank you for forwarding Mr. ******* complaint to our attention.
  Cape Air acknowledges the inconvenience experienced by Mr. ****** and his travel companion following the cancellation of Flight 5121 from Nantucket to ****** on November 9, 2023. We understand the frustration and disruption caused by this cancellation.
  Following Mr. ******* submission of receipts and related correspondence, Cape Air reviewed the reimbursement request. In accordance with our Contract of Carriage, for controllable disruptions, our policy allows for a refund of the unused ticket or reimbursement of reasonable alternate travel expenses, but not both. However, in recognition of the circumstances, Cape Air offered a reimbursement of $189.94 for documented **** and ferry expenses.
  Unfortunately, reimbursement for hotel accommodations was not approved, as it exceeds the limits of Cape Airs obligations following an accepted refund of airfare.
  We sincerely apologize for the inconvenience this disruption caused and regret that we are unable to extend reimbursement beyond the amount previously offered.

  
  Sincerely,
  Cape Air ************* Team

• Initial Complaint

  Date:11/20/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Dealing with CapeAir is a complete joke. They are like robots and they intentionally will email you back from an email that will bounce back and email on website bounces back. The representatives are not helpful. Claim form was sent for luggage damage and them breaking my laptop and ipad, after me telling the guy at *************** taking my bag to please be careful, he did not listen. I was not allowed to bring it on the plane.I flew into SJU with a connecting flight immediately after, but I called as soon as I could regarding this.They MUST reimburse me for my luggage, laptop, and ipad they damaged AND refund BOTH airfare to my credit card. They have strung me along for nearly 2 months!!! scam artists

  Customer Answer

  Date: 12/01/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 04/03/2025

  Dear Better Business Bureau,
  Thank you for forwarding Ms. ****** complaint to our attention.
  Cape Air acknowledges receipt of Ms. ****** baggage damage claim following her travel on October 24, 2023. Our records confirm that Ms. ***** reported damage to her luggage after leaving the airport and subsequently submitted her concerns via email and portal communication.
  In accordance with Cape Airs Contract of Carriage and standard industry practice, claims for damaged baggage must be submitted in person at the airport upon arrival so that the damage can be documented and assessed prior to the passenger leaving the airport premises. This policy is in place to allow a carriers personnel to verify the cause, extent, and timing of any reported damage. Unfortunately, Ms. ****** damage claim was filed after leaving the airport, preventing us from properly assessing liability or responsibility for the reported damage.
  Additionally, our investigation determined that Ms. ****** flights were not booked on a single, continuous itinerary, meaning Cape Air was the final carrier responsible for baggage handling on her journey. However, the timing and manner of reporting did not meet the reporting requirements under our baggage liability policy.
  We regret that we are unable to provide reimbursement in this matter and sincerely apologize for the inconvenience Ms. ***** experienced.
  Sincerely,
  Cape Air ************* Team

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
     They were contacted as soon as possible. my connecting flight was immediately following that one - I HAD TO RUN THROUGH THE AIRPORT TO CATCH IT.  THEY MUST PROVIDE PAYMENT FOR THESE DAMAGES
  Regards,

  *****

   

   

  Business Response

  Date: 04/11/2025

  We regret any inconvenience you experienced. However, as previously communicated, Cape Air did not receive a report of the damage prior to your departure from the airport, which is a required step in filing a valid claim.
  
  Additionally, as outlined in our Contract of Carriage, electronic devices such as iPads and laptops are excluded from our liability coverage. For this reason, we are unable to offer reimbursement in this case.
  
  We also encourage passengers to book connecting flights under a single itinerary whenever possible. Doing so helps ensure that protections related to the carriage of passengers and baggage are comprehensive and extend across the entire journey.
  
  We appreciate your understanding.

  Customer Answer

  Date: 04/14/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  this is a joke. Stop repeating same thing like a robot.  I was running for my next flight and called you as soon as I landed.  I will file lawsuit if this is not refunded or check issued to me immediately 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:08/21/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  We purchased a commuter book September 12, 2014 consisting of 10 one-way tickets between BOS and ACK. We have used one ticket; nine remain. We are asking for a refund of $1467 which is the value of the tickets. Cape Air is saying the tickets expire after one year. They told me it is written on the back of the book - this is not true.We are now elderly people and take the fast ferry over to our house on ACK. We no longer are able to fly and therefore would like our monies back ($1,467) for the unused tickets. They have already been paid for and have never been used.Cape Air is unwilling to work with us and keep insisting they have expired. However, there is nothing written on the tickets or on the back of the book. See pictures.Thank you!

  Customer Answer

  Date: 09/01/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 09/14/2023

  Dear Ms. Katsapetses,

  We understand that you have 9 unused flight vouchers from 2014, and appreciate your providing pictures of your commuter book product. Unfortunately, it appears that the front of your book is missing it's issuance front cover.  I have provided a copy of the Commuter Booklet Front & Reverse covers for reference. Your book would have indicated an expiration date (Exp. Date) in the lower right-hand corner of the front cover, this would have been one year from the date the booklet was purchased.

  Commuter book products were offered as a way of providing discounted fares for passengers flying all 10 vouchers within a year, unfortunately residual vouchers remaining after that time lost any associated value.  We apologize that we are unable to assist you with a refund/reimbursement for this book.

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

  Director of Contact Centers

  Cape Air

• Initial Complaint

  Date:08/13/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 booked a $119 cape air flight scheduled for 8/12. Due to changing logistics during a family emergency (death of an uncle), I had to cancel the flight, and received a future travel credit (even though the cancellation was within 24 hours of purchase, since it was within 7 days of departure). When I went to eventually book a substitute flight to use that credit, I couldnt find a field to use the flight credit anywhere in the checkout flow. I pressed continue after the credit card input box (with no indication this was the final page in the checkout flow), expecting to see a normal summary page with a checkout or purchase button before confirmation. Where else would the flight credit field be, as all normal airlines allow you to select existing flight credits in the normal checkout flow (and the instructions in the flight credit email from Cape Air also make it seem like you can use the credit in the normal online booking process)? Turns out theres no way to select an existing flight credit in the normal checkout flow. You have to remember that you have an unused flight credit, input your last name and cancelled booking number to the Change / Cancel reservation webpage (even though you are not trying to change/cancel a reservation - it was already cancelled!), and then select modify reservation on the already cancelled reservation! Oh and if you dont do this within a year, the credit is voided. This highly unintuitive process makes it very difficult for someone not already familiar with the system to use a flight credit, and I assume many people with flight credits never end up using them (leaving the business with free money in exchange for no services!). Cape Air making it very difficult/unintuitive to use purchased flight credits, as well as confirming/charging online purchases without any official confirmation or prompt from the user, constitute highly deceptive business practices in my opinion.

  Business Response

  Date: 04/03/2025

  Dear Better Business Bureau,

  
  Thank you for providing Cape Air the opportunity to respond to Mr. *********** complaint.
  Mr. *********** reservation was initially canceled on August 8, 2023, and a future flight credit in the amount of $119.00 was issued with an expiration date of August 8, 2024. On August 13, 2023, Mr. ********** booked a new reservation but did not apply his flight credit during the booking process. Our records show that he contacted our Care Team after the new ticket had been issued and flown. Unfortunately, as explained to Mr. ********** at that time, we are unable to retroactively apply credits or modify tickets once travel has been completed.
  Cape Airs website contains instructions on how to apply flight credits, including the need to access the "My Trips" section prior to making a new booking. We understand that the process may not have been intuitive in this case, and apologize for any confusion.
  
  Sincerely,
  Cape Air ************* Team

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  The businesss response does not address my contention, which is that their checkout flow is deceptive. The email giving me the flight credit did not give any instructions on how to use the credit besides booking a flight on ************************, and when I went through the checkout flow looking for an option to input the flight credit, the continue button placed my order. There should be instructions about how to use the credit in the email, the normal checkout flow should allow you to apply a credit, and a continue button should not finalize the order. These are deceptive and scammy practices.

   

  Business Response

  Date: 04/11/2025

  We understand your concerns about the usability of our website and your expectations for a more intuitive process. While we recognize the design may not have met your expectations, it's important to note that our cancellation confirmation page includes instructions for redeeming a credit: You may rebook your flights using your travel credit on ************************ by selecting Change Flights (under Manage Booking or below itinerary). Alternatively, you may call 800-CAPE-AIR for assistance with rebooking.

  This process is used regularly, and we see thousands of flight credits successfully redeemed each year. We are always seeking ways to improve these processes and refer feedback such as yours to our Marketing and Distribution Teams for review and consideration.
  
  We do understand from your initial booking and feedback that your situation involved time-sensitive travel, and were sorry for any added stress this may have caused. As previously communicated, your original credit remained available for future use and was unaffected by this event.
  
  We appreciate your feedback and remain committed to improving our customer experience.

• Initial Complaint

  Date:07/20/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 Tuesday, July 18, we were scheduled to fly from ****** l to *******, **. We had flown out of there, three weeks earlier. The flight was initially scheduled to go around 5:45 PM, but was delayed because of the reported impending weather and then ultimately canceled.Another passenger was scheduled to fly back on July 18 as well, and he and we began looking, with no success and no assistance at all from CapeAir, for options to rent cars to get back to *******. When we tried again to reschedule our flight back to *******, we were told that the soonest that they would be able to fly our family of 4 home would be on July 26. When When we asked what we were supposed to do for food and lodging between the for the next eight days in a very expensive city, the ticket agent just shrugged. We asked about alternate ground transportation and were told that, because there was weather it was no longer the airlines responsibility to get us to our destination. We could either wait until the 26th to go home or find our own way home. The airline representative then indicated a limo company that they use for ground transportation to *******.Deciding that paying for our own, transportation would be less expensive than trying to find a hotel room and food in ****** for the next eight days, we called the limo company and paid over $800 out-of-pocket to get ourselves and one of our fellow passengers home that evening. I have contacted the airline to see about getting reimbursement, and the airline response even conceded that one of their options, even in the event of weather related cancellations, could have been to offer us ground transportation. However, because the cancellation was weather related, they are still stating that we, as the customers should still bear all of the financial cost of getting ourselves home. We are seeking reimbursement for the ground transportation they should have provided given their inability to reschedule a flight in a reasonable time period.

  Business Response

  Date: 08/02/2023

  Dear ****************,

  After our phone conversations, I am following up on this BBB complaint.  As I have previously expressed, I appreciate that you would rather not hear empty platitudes from an airline.  However, speaking as an individual and not the airline, I can assure you that I do sympathize with your situation as it is one that I have found myself in through the course of my own travels.

  I did confirm with our Flight ********************* that it was cancelled due to weather, though not for weather in either ****** or Rutland, but due to severe imbedded convective storms moving through the region and en-route of the flight paths.  Rutland was not our only city impacted, as our ************* and ***** airports also suffered cancellations from the same system.  Our commitment to Customer ********************** is superseded only by our commitment to safety, we endeavor to complete each flight put out for sale and only when every option has been exhausted or we encounter situations that threaten the safe operation of flights will our Flight ********************* make the decision to cancel.
  Part of our commitment to Customer ********************** mean owning our mistakes and making them right for our passengers, which is why for our Controllable Cancellations (situations within the control of the airline), we offer the choice of refund, rebooking with hotel accommodations, or alternative ground/water transportation (when available). These commitments are far-and-above the federal requirements or the commitments of many other airlines. However, for Uncontrollable Cancellations (acts of nature or government beyond our control), we generally only provide a rebooking option where space is available or a refund of the unused ticket value.  US airlines do not generally offer hotel accommodations or alternative transportation for disruptions beyond the carriers control.  I understand that we could not accommodate your family for several days, but due to the size of our aircraft, accommodating displaced groups on short-notice can present a set of challenges.  This is a reason I always encourage my friends and family members to use travel insurance if there is a possibility that they may be disrupted and on their own to complete a journey.

  I do apologize for your familys experience.  However, since the cancellation was precipitated by natural occurrences beyond our control we will be refunding the unused value of your tickets, but the disruption is not eligible for any further reimbursement or coverage.  

  Customer Answer

  Date: 08/02/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The response from the company is no resolution. It simply leaves the customer holding the bag for weather related cancellations. The company did issue a refund until after the fact, and that refund did not cover the expenses of traveling back to *******. The money that we had to pay to get home wouldve covered the cost of us driving to, and from ******, and even staying in a hotel the night before our connecting flight to and from Europe. The companys advice to have travel insurance is merely adding insult to injury. It is not offered on their website (it was on other providers sites) and if they had made plain that customers could be so vulnerable by taking a risk with their airline , we would never have used them in the first place. Their advertising says that they will get you to your destination. That is not the case. They say that they take care of their customers and have a good time doing it. That is also not the case. My experience with Cape Air is that when there is weather, you are no longer their customer. When I spoke with their customer care individual, he offered another excuse for why they could not pay for ground transportation opened them to liability. The ground transportation is complete. There is no longer any liability. All I am asking is for them to reimburse. If they refuse to do so, there is nothing I can do to make them do the right thing (and I dont know a single   passenger with whom I have spoken who thinks that what they are doing is rights), but I do not except their excuse for a resolution. Refusing to reimburse expenses incurred as a result of their lack of ability to help customers in anyway is not a resolution. It is simply stonewalling the customer.  They are, as the representative has noted, a small airline, which made it impossible for them to schedule us within a reasonable amount of time. There was, however, the option of ground transportation, which they do use in other circumstances. In this one circumstance, when they did not have an option to reschedule in a reasonable amount of time, they could have and should have used that option.

  
  

  As I mentioned to their customer care representative, I have flown for many years and have never had a company so abjectly abandon its customers. I have had flights grounded during the holiday season for weather, and the airline and questions covered a hotel cost until they could go the next day. On another flight we were provided ground transportation to the connecting city. The only response this companies representatives have been able to give, from the moment the flight was canceled to now, is that they will do nothing to help their customers when it is no longer convenient. As I communicated to their customer care representative, this is bad business, both in terms of how they are treating their customer, and in the amount of business that they are costing themselves. Again, this is not a resolution. It is simply more of what I have heard from them.
  

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 09/14/2023

  ****************,

  We are sorry that we are unable to provide any reimbursement beyond the refunded ticket value. Unfortunately, due to the severe weather in the region, it was unsafe to operate, and in line with standard industry practices, we do not cover alternative transportation or hotel costs when the cancellations are the result of uncontrollable phenomena. We also apologize for the lack of available flight options to fly your group to your destination in a timely fashion, but due to the small size of our aircraft, we have limited seating available during close-in re-accommodations and sometimes (particularly for larger groups of travelers) our only option is to provide flights in the following days or offer a refund of the ticket value.

  I again apologize for the experience, but we are unable to reimburse beyond the already processed refund.

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

  Director of Contact Centers

  Cape Air

  Customer Answer

  Date: 09/18/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  this is the same response as last time. It resolves nothing and simply leaves the consumer in the same place they were before stranded without any meaningful resolution or restitution from CapeAir. Apologies and platitudes are meaningless without any action. Your companys complete apathy that evening cannot be resolved, or made better by hollow words. I dont know a single consumer, to whom I have spoken who thinks that you did the right thing.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:05/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Cape Air frequently leaves passengers stranded. My flight was cancelled hours prior because they had no pilot. I fought my way onto the next flight which was delayed 2.5 hours due to no plane. As a result, I lost a day of income and had to purchase a new ticket from ****** to **. They refuse to reimburse me. They lie. Proven that they lie, they reframe history as a one time courtesy. I learned from other passengers that some Cape Air staff get travelers a taxi or uber when a flight is canceled. I am determined to get reimbursed one way or another for the new flight I had to book to get to my final destination.

  Customer Answer

  Date: 06/04/2023

  I have not been able to communicate with anyone other than the head of the call center.  He defiantly refuses to do anything.  Copies of the first and most recent communication with Cape Air as well as correspondence with the **************************** is attached. 

  Business Response

  Date: 08/02/2023

  Dear ****************,
  
  Cape Air has received a copy of a complaint from the ********** of ************** addressing your cancelled flight from November of 2022, and the corresponding reimbursement request.  We have taken another look at the history of the flight, itinerary, and travel taken - to accurately respond to the complaint filed with the ****  Your flight itinerary, ticketed through Cape Air, originated in ************, ************* with a final destination of ******, ************* on the 21st November 2022.  The originally ticketed flight was cancelled due to crew staffing, and the subsequent replacement flight was delayed due to a mechanical issue with the aircraft.  Under both of these circumstance you are *********** a refund if you had chosen not to travel, ultimately you did fly on the delayed subsequent flight and reached your final ticketed destination of ******, *************.
  
  We understand that you were out-of-pocket in securing an alternate flight from ****** for your separately-ticketed onward journey.  Unfortunately, due to the flights being ticketed on separate itineraries, onward travel protections do not apply to travel on different itineraries beyond the final destination of the disrupted itinerary.  We also understand that in the past you have received reimbursement for similar expenses, resulting from similar situations.  As we expressed in our earlier correspondence to you, those reimbursements were not done out of policy, but as a courtesy by the agent handling the claim at the time.  I would like to take a moment to assure you that this position by Cape Air is not unique, but the standard practice among all air carriers in *****************.
  
  I do apologize that I cannot be of further assistance with regards to this specific request, but should you have any questions or require additional clarification, please let me know.  A copy of this response will be forwarded to the *** as a response to complaint [SX2023040089 - (***************************) AA1833].
  
  Regards,
  
  ***************************
  Director of Contact Centers
  Cape Air

  Customer Answer

  Date: 08/02/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Cape Air and *************************** specifically offered nothing new in this response.  He merely copied the previous email.  As *************************** initiates legal penalties for this very situation, I expect Cape Air to be more responsible.  They know very well that my final destination was not ******.  They know very well that their irresponsible service (lack of plane, lack of pilot) caused me to miss my flight and lose an entire day of income.  He hides behind arguing that people get sick and equipment breaks. Yes, but selling tickets for a flight which you have no equipment and/or staff is unacceptable and soon to be illegal. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******