It’s an email that Kevin Penner and Taylor Bedford were not happy to receive, after booking a trip to Japan through FlightHub at a discounted price with their whole family.
“We have a number of family members who are joining us on this trip to Japan,” said Penner. “We were are all very excited, and then things start to go sideways.”
Many people like Penner and Bedford have contacted CHEK News stating that they had booked discounted tickets on the popular travel site, only to have their tickets cancelled. Even though travellers are expected to receive a refund, it’s left them having to re-book their flights at full price.
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In a statement sent to CHEK News from FlightHub, the company noted: “Unfortunately, for a short period of time yesterday, some invalid WestJet fares were made available to book via a third party technology platform that is used by WestJet and other airlines to distribute tickets to travel agencies such as FlightHub. The error was made by the third party provider that is used to distributed airline tickets (which is neither FlightHub nor WestJet).”
In addition to this statement, WestJet sent out an email to CHEK, stating, “Immediate actions were taken to correct the issue; and we worked with these third-parties to notify those impacted as quickly as possible. We understand how frustrating this situation has been for those who booked. Any guest impacted will receive direct communication via the third-party website they booked through.”
Although Penner and Bedford are expecting a full refund for their trip, which they now have re-booked, they don’t feel valued as a customer.
“I think that someone needs to be held accountable, just honour their prices,” said Penner. “It would be nice to get that price back and to be able to go on the trip at what we thought we would be on. They don’t seem very organized.”