Courtney F.

I booked our honeymoon to Ecuador and the Galapagos with Flight Hub.
We ran into a passport issue at departure, and were unable to take our first flight. I called the airline (copa) and they redirected me to Flight Hub. Flight Hub would not speak to us until the entire flight was over (approx. 4 hours).
I was able to have the passport fixed within two hours and headed back to the airport. During this time, we looked for alternate flight to get us to Ecuador, where we were catching a flight to the Galapagos in 48 hours.
When I called Flight Hub at the designated time, after waiting on hold for 45 minutes, the representative assured me they could put us on a different flight that night, and that Copa simply would release our seats. When I expressed concern that COPA had already told us they had nothing to do with the booking, I was told to have the airline call Flight Hub and provided a "direct" line.
Copa (As expected) said they had nothing to do with the tickets, and would not call Flight Hub.
When I called the "direct line' I was put back in another 50 minute line on hold. This time the representative told me we could not fly out on a different airline, that we would have to pay $300 in fees, and that the next flight wasn't for two days. I said that we would just get ourselves to Ecuador on a different airline, and just maintain our return flights, and was informed that our return flights had been canceled, and that it would cost $300 per person, plus whatever the last minute price had escalated to, to rebook the return flight that we had already paid for.
When I questioned the fee (COPA had told me $75) and the cancelation, the representative repeatedly read to me from a script. I asked her to speak to a manager and was asked why. I let her know I was upset and she informed me that not getting my way was not a reason to speak to a manager. This conversation went back and forth, I was repeatedly told that not getting what I want did not entitle me to speak to someone higher up, so I said I would like to complain about the service, and was promptly disconnected.

We ended up having to purchase a whole new set of tickets. I am still fighting Flight Hub through the Better Business Bureau. They have offered me either 1) The same flights if I travel the same route by Feb 2017 or 2) our taxes back.

Zero accountability for the terrible service, no acknowledgement of the ridiculousness of the fees (150 cancelation, 150 rebooking) or the canceled return flight.

I would avoid this company like the plague.