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:01/06/2025

  Type:Customer Service 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.

  The attached voucher we purchased for $212 on 11/13/2024 (and Brett Aviation used to make the reservation) explicitly states:"Fly over sights ranging from *********'s historic ************, ***********, ************, or **************."However, instead of flying over Baltimore landmarks, my family was flown over ***********************. This was not mentioned in the voucher, nor was it communicated to me during the booking process. I made multiple attempts to confirm what could be seen during the flight via email and phone calls, as the voucher also states that the flight itinerary could be customized. Despite my efforts, I received no clear response, and my inquiries were not adequately addressed.Additionally, the voucher promised a one-hour tour. However, the flight only lasted about 30 minutes. My brother and mother were told by the pilot that the Baltimore flight is more expensive, but this was not disclosed in the voucher or during booking. We purchased the experience with the expectation of a one-hour flight over *********, and any additional costs or restrictions should have been clearly communicated upfront.I understand that things do not always go as planned, but this experience fell far short of what was promised. As a terminal brain cancer patient, I put a great deal of effort into organizing this day for my mother and brother. Money is very tight, so this was an investment in a truly meaningful experience. I feel incredibly disappointed that what was supposed to be a special and memorable event turned out this way.I have tried reaching out multiple times (emailed on 11/25/24 and have made 5 phone calls since then where I left voicemails) in the hope that Brett Aviation can address this situation and help make it right. They have ignored all of my attempts to resolve completely.

  Business Response

  Date: 01/08/2025

  I just received this e-from you!

  I am trying to look up the date of the flight  I looked at every fright from 11/13 until now and can not find reservation under his name...Did he book it under another name?

  Please let me know so I can look it up!!

  If the flight did not go over ********* then its because of restrictions at that time.  I will find out

  If they only went for 30 minutes it would have been for a reason and we would have diffidently offered another flight

  Please let me know the date and what name it was under so I can resolve it  I have also checked our phone log and no calls from him

   

  Thank You

  ***** *****
  

   

   

  Thank You
  

  Customer Answer

  Date: 01/08/2025

  The Reservation should have been under ****** or **** *********. The actual flight took place on either the 23rd or 24th. Please see the attached email correspondence. I called to confirm the reservation.  

  Customer Answer

  Date: 01/08/2025

  Here is what I have as far as call history with Brett aviation. Calling from ************

  1/2/25 at 2:43 PM no answer

  12/12/24 at 1:33 PM no answer

  11/24/24 at 11:26 AM left message

  11/22/24 at 2:05 PM no answer

  11/22/24 at 11:42 AM spoke with someone 

  11/21/24 at 3:40 PM no answer

  11/18 at 2:23 PM spoke with someone

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22774298
  
  I am rejecting this response because:  The Reservation should have been under ****** or **** *********. The actual flight took place on either the 23rd or 24th. Please see the attached email correspondence. I called to confirm the reservation.  
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 01/08/2025

  Thank for sending the info!

   

  We checked the name..they flew  on the11/22 for .7he that's .3 off the 1 hour

  I dont know if their were restrictions over the city at that time but I can offer a hour flight if they want

  I did check our phone logs again and did not see any calls on those day  I will check with my holiday coverage

   

  I will offer a hour flight if they would like to take the offer,  I am sorry we try to accommodate  all our customers, we cannot control restrictions or weather

   

  Business Response

  Date: 01/08/2025

  Thank for sending the info!

   

  We checked the name..they flew  on the11/22 for .7he that's .3 off the 1 hour

  I dont know if their were restrictions over the city at that time but I can offer a hour flight if they want

  I did check our phone logs again and did not see any calls on those day  I will check with my holiday coverage

   

  I will offer a hour flight if they would like to take the offer,  I am sorry we try to accommodate  all our customers, we cannot control restrictions or weather

  Customer Answer

  Date: 01/13/2025

  I was sick I do not wish to have the file closed. I will take the flight if it is around ************** like we had paid for. I would prefer a refund to the flight offered

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22774298
  
  I am rejecting this response because: 

   I will take the flight if it is around ************** like we had paid for. I would prefer a refund to the flight offered

  Sincerely,
  
  ****** *********

  Business Response

  Date: 01/29/2025

  I have offered the 1.0 hr photo flight that he purchased from Groupon  

  the flight he took was for .7 flight time but not over ********* because of  restrictions at the time he went up 

  I would let him go up again

   

  ***** *****