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:05/02/2023

  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.

  I have attached a supporting document detailing the issues with my travel. Flight Receipt Ticket #: ************* Flight Date: 3/16/23 METHOD OF PAYMENT AX***********2003$494.60 ********** $100

  Customer Answer

  Date: 05/13/2023

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

  Business Response

  Date: 08/02/2023

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

  I apologize for your experience in travelling from ****** to ************.  I have reviewed your correspondence with our support agent and supervisor through our CARE Team, as well as the letter to the BBB.  As our agent instructed, due to the size of the aircraft, our carrier does not fall under the 400% reimbursement rule of the DOT's delay/denied boarding policy.  We would typically offer a refund if a passenger chooses not to travel, as you opted for rebooking the following day, a refund was no longer an option.  Our agent's offer of a round-trip complimentary airfare is still available, should you desire to take advantage of that offer.

  The other travelers you referenced in the BBB letter were subject to the other carrier's policies on disruption coverage, centered around the carrier being responsible for the delay that resulted in the passenger misconnect.  For travel disruption that we are responsible for, we do provide reimbursement for reasonable hotel expenses, but would require a proof of purchase from the traveler to provide a reimbursement payment.  If you can email us with an invoice for the hotel, we are happy to mail a reimbursement to you.  Please forward that to your previous emails with our support agents.

  Thank you,

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

  Director of Contact Centers

• Initial Complaint

  Date:03/29/2023

  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 purchased a round trip ticket at the end of January (228ZEQ booking reference) to fly out of *********** to ************, **. I ended up arriving at the *************** just over ************************************************************** traffic as a result of a car accident on the highway. I was not allowed to board because I was told that it was too lake to check my bag. Therefore, I ended up having to spend a small fortune in gas and tolls to drive all the way from *********** to Cape Cod, which was a 5+ hour drive and over 300 miles each way. I was told that I would receive a refund for this ticket as I will NEVER use to fly Cape Air at any point in the foreseeable future. As of today, March 29, 2023, I STILL have not been refunded for this flight. If I am not refunded immediately, I will be taking legal action and filing a dispute with my bank.

  Customer Answer

  Date: 04/09/2023

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

  Business Response

  Date: 08/02/2023

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

  I've reviewed your complaint and travel information, along with the records from our Ticket Research & ****************** and confirmed that since this flight operated and was not the fault of the airline, it was not eligible for a refund.  However, your value is still open and usable in the system.  Unused flight credits remain active for one year from the date of purchase.  You may use these open tickets at any point this year by calling our reservations office and providing the ticket number: 306-2402046968.

  Thank you,

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

  Director of Contact Centers

  Cape Air

  Customer Answer

  Date: 08/03/2023

  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. 

  IT WAS THE ***** OF THE AIRLINE AND I HAVE ABSOLUTELY NO USE FOR THIS TICKET SO REFUND ME IN FULL IMMEDIATELY OR I WILL REPORT YOU TO THE ATTORNEY GENERAL!!!!!
  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:01/20/2023

  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.

  I am filing a complaint and refund request. Yesterday Jan 19th the unprofessional rude gate attendant working ********** airport cancelled our flight, then she left the gate, disappeared for 1 hour all while a uber was called to cram us 7 passangers that do not know eachother into a small uber to go drive 2 hours to the destination. the uber was calling ** as he sat outside *********** airport wondering where all 7 people were that he was supposed to drive, but because the gate attendant took off and dissapeared we could not get our bags to go to uber..then we had to wait a hour for her to come back then all cram into a uber for over 2 hours. I want a refund and fiuture flight credit ...HORRIBLE *****************************************-************* INTL Terminal: ********************************************************* 5:12PM 19Jan2023 6:00PM 19Jan2023 ****************** by : CAPE AIR _

  Customer Answer

  Date: 01/31/2023

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

  Business Response

  Date: 08/02/2023

  Thanks for reaching out to us. We're sorry regarding this experience, however, in cases of flight cancellation where alternate transportation is provided by the station and accepted, tickets are recorded as used and unfortunately cannot be refunded.  Our agents did provide a complimentary flight voucher, and while we may not be serving STL any longer, the voucher is valid for a year on any route Cape Air has service on.

  Business Response

  Date: 08/02/2023

  Thanks for reaching out to us. We're sorry regarding this experience, however, in cases of flight cancellation where alternate transportation is provided by the station and accepted, tickets are recorded as used and unfortunately cannot be refunded.  Our agents did provide a complimentary flight voucher, and while we may not be serving STL any longer, the voucher is valid for a year on any route Cape Air has service on.

• Initial Complaint

  Date:10/21/2022

  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.

  On September 19, 2022, Cape Air called me directly and informed me that my connecting flight was cancelled due to maintenance issues with the aircraft. They gave me 3 options, due to the cancellation. 1st option was, that they can fly me out to another airport close to my destination, but that airport was an hour and a half away from my destination. 2nd option was to wait until the next day for a flight, and that they would reimburse me for a Hotel room. 3rd option was to rent a vehicle and to drive it myself, and that the would reimburse me for the car rental, gas and one meal. They also said that the third party that I got my flight ticket on would refund me my plane ticket and that it would not affect my reimbursement from Cape Air. The staff that I spoke with guaranteed the reimbursement. So I chose to rent a vehicle, because i had to be at work the following morning. I informed Cape Air, so they gave me the information and the directions I needed to submit a reimbursement claim. After filing the claim and submitting my receipts, it took Cape Air a month to respond to me, they denied my reimbursement. Now I'm out $465.61, and that's not including the $500 the car rental company put on hold in my account. The department that handles the reimbursement can only be contacted by email, they have No Phones, and they do not respond back for weeks.

  Business Response

  Date: 10/28/2022

  I would like to thank you for taking the time to talk this morning.  As I expressed on our call, while our Customer Support Supervisor had applied policy correctly, unfortunately you received information contrary to that by the airport and we don't believe you should be denied the reimbursement due to poorly communicated information.  We will follow up with our internal staff to make sure these communication lapses are addressed, but in the meantime, we will be reimbursing your rental expenses, less the refund you received from American, to your debit card; a total reimbursement of $432.77 will be returned.
  
  
  This process uses a system called Converge, and a Customer Support Supervisor will give you a call later today to process the reimbursement transaction to your card.  I sincerely hope that this has helped to resolve the issue for you and hope that you have a wonderful weekend.
  
  
  Thank you again for your patience while this was reviewed.

  Customer Answer

  Date: 11/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:10/07/2022

  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 made my connecting flight from JetBlue and tried to get on the Cape Air connecting flight. I was told I couldn't board because the plane was too heavy. Instead of offering a compensation or accomodations for another flight, I was told to go file a complaint with JetBlue. ******* told me it was not them who bumped off the flight and to go back to Cape Air. I am now stuck in a "foreign" airport and I had to purchase another ticket elsewhere.

  Business Response

  Date: 10/28/2022

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

  Your BBB complaint has been escalated to me for review, I would like to begin by expressing my apologies for your experience and I will be reaching out to our Airport Services Team to understand why accommodations on an alternative flight were not provided.  After reviewing your initial email into our Care Team, I did note that our agents had remarked the record as refundable for your original booking source so that you could seek a refund through your booking agency for this flight.  If you have not yet sought a refund through the original booking agency, please contact them and inform them that the record has been remarked by the carrier.

  One I have more detailed information regarding the steps taken, correctly or incorrectly, by our frontline airport agents I will reach out with more information for you.  I once again appreciate your patience and apologize for the experience and inconvenience.

  Best Regards,

   

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

  Director of Contact Centers

  Cape Air

• Initial Complaint

  Date:09/20/2022

  Type:Customer Service 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 used Cape Air as a connecting flight from ******* to ****** on June 18th. My luggage was lost. I submitted a claim to them on July 9th. I didn&#**;t hear anything from them. On august 5th I talked to personnel there (*****************) who filed an expedited claim. I provided a receipt for all the lost items which included: suitcase, clothing, makeup, hairdryer, books; the total coming to $1484.37. To date, I haven&#**;t heard anything about it, from ***************** or anyone else. My last communication said that she had handed it over the to investigation team and they would be in touch.

  Business Response

  Date: 09/19/2022

  This is not my customer.  This is for ******************, not ****************** Charter.

  
  
  

  Customer Answer

  Date: 10/02/2022

  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. Cape Air acknowledges the loss of Ms. ***** baggage during her travel on June 18, 2022. Ms. **** submitted her baggage claim on July 9, 2022. Our team conducted a thorough search and investigation but was unable to locate the missing baggage.
  In accordance with *** regulations and Cape Airs Contract of Carriage, a reimbursement request was processed based on the documentation provided. A reimbursement check was issued to Ms. **** on October 18, 2022.
  We regret the inconvenience Ms. **** experienced and appreciate the opportunity to address her concerns.
  Sincerely,
  Cape Air ************* Team

  Customer Answer

  Date: 04/07/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ****