Wendy K.

We booked two flights from Calgary to Hong Kong to Shanghai and back to Calgary through Flighthub flying with Air Canada. We booked this flight nine months in advance. About five months prior to the travel date, we receive a notice advising there is a change in the itinerary and to contact Air Canada immediately. I called Air Canada and the agent adviced of the change. There is a connecting flight that is 30 minutes and the rep adviced I need to contact flighthub and reject the change and ask them to change the flight. I made first call and after half an hour on hold the agent told me that he cannot make the change and advised I am to contact Air Canada. I then disconnect with him and call Air Canada back. After being on hold with AC for over 30 minutes, they advised that flighthub would have to make the changes for me at no cost. Again I was told to call flighthub back. I called again and after waiting for nearly an hour, I get connected with the same rep. The rep didn't sound keen to help me and put me on hold for over an hour (1 hour and 7 minutes to be exact) and the line was directed to their survey. Then the line cut off. He did not call me back even though he wasted so much of my time. That evening I called flighthub back and spend over 2.5 hours on the phone while they tried to connect with AC. It was way past my bedtime and I had to disconnect the call. Next day I call flighthub again and after being on the phone and on hold with them for nearly another 2 hours, no resolution and the supervisor got on the line and told me I cannot reject the change and if I don't make the connecting flight, I am responsible to pay for a new flight back home. This infuriated me and she also said if I want to make a change to have a better chance of making the connecting flight, I have to pay. I have no rights and that I have to accept the forced "minor" flight change by AC. I then disconnected with her and called AC to verify this information. After about another 30 minutes on hold, I got connected to the AC rep and she advised that I have to right to reject the flight change and there is no charge them looking for a new flight for me. I have the right to request for one change (free of charge) due to the changes that AC made. Unfortunately, she advised that she cannot make the changes as AC does not own the tickets yet. I have to call flighthub back. Again this evening I called flight hub and spoke to the rep who put me on hold all and all after 1 hour and 30 minutes, she advised she cannot help me and that I have to pay for any changes and she spoke to AC. I asked for her to conference me in with the AC rep and she said it's against their policy. She said AC can make the changes and I can call them to do that. I told her that I've been told two different stories from both flighthub and AC and after countless hours on the phone waiting on hold, there is no resolution. I asked her for something in writing so I can call AC and send them the document stating AC owns the ticket. She put me on hold and then disconnected the call. She did not call me back. Now I am on hold to speak with AC. All in all the reps at flighthub do try to help, but are not knowledgable and I will never book with them again. I will tell everyone I know this story and ensure they will not use flighthub to book any flights. To save them countless of hours of wait time and frustration. UPDATE: after speaking with an AC agent she advised that there is a note left on my account stating to change ticket per customer with no additional charges. My reaction to that was the reps at flighthub has been placing me on "hold" for over an hour at a time to reach AC, then coming back on the line to lie about what the AC rep has advised. They insist that AC is not permitting the changes without additional charges. This is completely untrue and they are blatantly lying to me and wasting my time to have to call them back time and time and time again! UPDATE 2: I called flighthub back after speaking to the rep at AC and after over one hour on hold, I got connected to a rep. I gave her a quick run down of the long going challenge I've been facing with quiet a bit of frustration. She said no problem she can make the change for me right away. She made the requested change for me within the first ten minutes we got connected. I cannot believe the previous reps at flighthub gave me the run around and wasted so many hours of my time calling them back and waiting on hold!