ComplaintsforHarbour Air Seaplanes

• Initial Complaint

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I wanted to share with you a recent negative experience I had with Harbour Air. I booked a charter ******* ****** for my friend’s 50th birthday. The flight was scheduled for 4:00pm departing on August 6th Coal Harbour downtown Vancouver, BC for 3 passengers. I arrived at Harbour Air at 3:45pm and got to the ticking counter at 3:48pm. I showed my voucher to the agent at the counter. Her curt response to me was “You’re too late. Your flight has left.” I was surprised and asked her to check because my email and voucher both clearly indicated a 4pm departure. She advised me that pre-boarding is at 3:30pm. I explained to her that nowhere in the email nor on my ticket was there a note about pre-boarding half hour before departure. Her response was “Well there’s nothing I can do.” She did ask to see the email and ticket and I showed her both. She read through both and did not comment on the fact there was no mention about pre-boarding requirements. Her partner, a male peer sitting next to her asked “What’s the problem?” without making eye contact with me She explained the situation, he also reviewed the email and ticket. I asked them how a flight booked for departure at 4pm could have departed at 3:48pm? His response “I can’t answer your own questions about why you were late.” I didn’t ask why I was late - I was asking how flights could depart before the scheduled departure time. He continue on with “What do you want me to do about it? All our flights are full for the remainder of the day. We page passengers 10 mins. for last call before departure.” To which I responded that it’s impossible because I was standing in the terminal at 3:45pm and in front of the agents at 3:48pm and no one called my name. Both agents then proceeded to ignore me while I stood there dumbfounded. In fact, he looked past me at the gentleman standing behind me and said “Next.” ****** is now advising me that Harbor Air has declined my refund request. I can forward additional documents.

  

  Business response

  09/08/2022

   Guests were advised of the check-in and cut off time at the time of booking, and again by email when they "View Details" of their excursion. Information is shared as follows: "Please arrive 30 minutes prior to the flight for check-in. Check-in cut off is 15 minutes prior to departure time. If not checked-in, seat will be forfeited and subject to 100% non-refundable No Show Fee." Regrettably, guests arrived at 3:53 PM for their 4 PM scenic tour - 8 minutes after latest stated check-in time. Harbour Air attempted to page guests for check-in at 3:44 PM, and then again at 3:48 PM, however they were not at the counter. Once at the counter at 3:53 PM, Harbour Air advised there was no availability for the day, and guests could not be accommodated on same-day travel. Guests have since rebooked to another day.

  Customer response

  09/08/2022

   
  Complaint: ********
  
  I am rejecting this response because:  I was at the terminal at 3:45pm. No one paged us at all. In fact, I was asking an agent outside where to check in.  At 3:48 I was standing in front of the ticketing agents. They were not paying me for last call at that time after. 

  
  

  At the time of booking there was no confirmation of check in times as stated in the response. Only the departure time. The link mentioned “View Details” did not work for me and I forwarded a screenshot of the page to Harbour Air. The downloadable ticket also does not clearly indicate anywhere on it that check in is half hour prior. If it was on there like a normal flight ticket, I would have been there. This is really unfortunate for a 50th birthday surprise. 

  
  

  Also misleading as I rebooked with the agent on the phone while I was assured the refund would be processed separately. I have another flight scheduled on Aug. 12 and just need the final decision on the refund so I can make my decision as to whether I should cancel that flight so I’m not out twice the amount. 

  
  

  Very disappointing.  
  

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

  

  Business response

  09/08/2022

  **** footage shows guests arriving at 3:53 PM for their 4 PM scenic tour - 8 minutes after latest stated check-in time. Regrettably, guests booked through a 3rd party supplier ********, and the pertinent booking information did not appear as should **** ******. Guest has already been refunded in full from Harbour Air, and is awaiting a decision **** ******. Resolution guest is seeking (refund) has been processed by Harbour Air, however ****** is the organization that has the guest's funds, and ****** has yet to grant refund to guest. Guest is aware this situation and resolution is outside Harbour Air's control, and directly related to a booking error **** *******

  Customer response

  10/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  **** Harbour Air *** ****** have processed my refund. The resolution is acceptable to me. 
  Sincerely,
  
  ****** *****

• Initial Complaint

  10/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  January 8, 2022 - Aron cancelled my Mom's flight and charged my CC. I did initially contact to cancel and was advised it was non refundable. Aron went ahead and cancelled even though I specifically said to NOT cancel. I later spoke to my Mom that evening and she was going to change her travel day in order to not lose the fair. Aron had already cancelled the flight and charged my credit card without authorization or request to do so. Now my Mom lost her flight and we have been charged, The website says they don't charge CC until you fly. **** ***** **** ******* **** *** ***** *** ********** **** company that does not keep their promises and takes action that are not requested, As you can see from the email chain, Rob asked me to confirm if I wanted to proceed with the cancellation. Aron went ahead and processed the cancellation even though I said to not too and before I had the opportunity to speak to my Mom. *********** ***** **** ***** **** ** ******

  

  Business response

  21/01/2022

  On December 20th at 10:25 PM PST, complainant booked a Harbour Air (HA) flight on our goFAST tier, with the Terms and Conditions stating : non-refundable and non-changeable. This was agreed on two occasions before confirming the reservation (1) when choosing the goFARE, and (2) Flight Summary, then was also in the confirmation email received shortly thereafter.
  
  Attached Email Thread #1
  
  On January 8th at 1:50 PM PST, complainant wrote in asking for the flight to be cancelled.
  On January 8th at 4:05 PM PST, HA agent advised this was a non-refundable and non-changeable fare, and that we would be pleased to cancel this flight for complainant, but will be charging the $89.00 for cancelling this non-refundable fare – our agent asked if complainant wanted to go ahead with the cancellation.
  On January 8th at 5:27 PM PST, complainant replied it was booked in error and they won’t use HA again, and that ** ** * *** ****
  On January 8th at 6:11 PM PST, HA agent apologized for any misunderstanding of the goFAST purchased, and advised the flight had been cancelled and the $89.00 fee has been processed.
  On January 8th at 6:37 PM PST, complainant emailed in saying they didn’t ask to cancel, and they want to seat left open so HA cannot rebook someone else and collect 2 fares.
  On January 8th at 7:52 PM PST, complainant emailed in saying they spoke to the passenger who was going to change their connecting flight to make this HA flight work.
  On January 8th at 8:01 PM PST, complained emailed in asking why their credit card was charged, **** ******** ******* ******** ** ***** ** ** *****, and asked for a manager to call them.
  
  
  Attached Email Thread #2
  
  On January 9th at 8:31 AM PST, HA supervisor reinstated the booking and also offered to waive the cancellation fee as a one-time courtesy if complainant would prefer it be cancelled.
  On January 9th at 10:41 AM PST, complainant replied asking to cancel and refund, and would still like to speak to manager. (Card was refunded at 10:46 AM PST).
  On January 10th at 8:52 AM PST, call was attempted, no answer, no voicemail left (attached call log).
  On January 10th at 9:44 AM PST, HA manager contacted complainant to explain miscommunication lead to the error, and they were only cancelled and charged after complainant didn’t directly answer HA agent’s question, who then reverted to original request.
  On January 10th at 10:52 AM PST, complainant replied unsatisfied that miscommunication occurred in various email threads, and complainant said to not call them.

*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. ↩