I had a terrible experience with Flighthub as well as its customer support on the phone, and still waiting for a supervisor to call us back to fix the issue.

My wife booked tickets for our whole family, but because I had to return 1 week earlier this had to be done in 2 reservations.

After completing the first reservation for my wife and 2 children, leaving July 4 and returning July 24, she went on to book the flight for me. She entered July 4 departure, same flight as the rest of the family, but with a return ticket on July 19.

It seems that at that time the system somewhat switched the July 4 date to the same flight the next date, July 5. Probably a cheaper fare was offered and the system did not do a good job highlighting that the date was actually different, and because the flight number and airline was exactly the same this had not been spotted.

We didn't spot this on the flight confirmation - as she was certain she had ENTERED the right dates when requesting the flight.

Anyway, after I spotted the calendar entry made by Google for the flight on July 5. I contacted Flighthub. First, they would not recognize that the system could have offered a different date and that this was hard to spot, so we could not simply get them to change my ticket to July 4, even though there were still seats available on the flight.

Changing the ticket to July 4 we were told that it would cost us a change processing fee by Flighthub plus any charges the airlines charges, ie a total of $450, which is about 40% of the total return ticket price !! After confirming everything and hanging up, we get a callback from Flighthub several hours later, mentioning that actually prices had changed again at the airline and that the total amount to be paid was actually $634, which is more than 50% of the Return ticket price. We declined as this seemed outrageous.

Thinking that maybe price fluctuations might happen, we called back the next day, and to our surprise, were told that it actually was now $450 in total to make that date change. I asked 2 times if there were ANY OTHER fees or amounts that would be added, and I was told no, that is the total to pay to make the change. Then the customer support agent made us wait close to 1 hour on the phone while trying to get the system to confirm the change of reservation. At the end, he mentioned that it was all confirmed, asked for our credit card details again, and said the total amount was $638!!! After arguing with him about him confirming twice it was a total of $450 not $638, he admitted he made a mistake and forgot to mention fee xyz, and was sorry but that was it. I asked multiple times to speak to a supervisor, and was always put on hold with the explanation that he was trying to get hold of the supervisor, without any results. At one time I was told that the supervisor had agreed to lower the amount to $588 ($50 less), but thinking this was still a ridiculous amount for a date change that Flighthub is partially to blame for, I still wanted to discuss this with a supervisor. In the end, after having spent over 2.25 hours on the phone, I asked to be called back by the supervisor, to which the customer support rep agreed. That was 3 days ago, and nobody has called us back since.

WHile I can understand that there would be a fee for a reservation change, charging anything more than $150 + any fare difference is outrageous and not justified by any real hard costs to either Flighthub or the airline.
What are you going to do about this?

asked by Florian W. on 6/26/17