Complaints
This profile includes complaints for Harbour Air Seaplanes's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:09/08/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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,
****** *****
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