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Stranded and out thousands: third-party website mistake costs traveller

A strange look crossed the face of staff at check in when Caroline handed her ticket over. 


Caroline was heading back to Sydney after reuniting with family in Ireland she hadn’t seen in almost two years. 


It was a “wonderful” trip until that point, Caroline told 9 News


But when the gate agent told her the third party website she had booked with had not paid the airline, it all fell apart. 


Instagram: @acountydownunder


As prices soared when the Australian border opened for us to leave, Caroline check out prices on Skyscanner before booking with the Flight Network. 


Two weeks before her flight home, Caroline decided to upgrade her Emirates seat to Business Class. However, the change wasn’t reflected on her itinerary for days and the ticket was only updated the day before her flight. 


With only an hour before take-off, Emirates staff called the Flight Network to ask them to release the money, but at the time customer service couldn’t help. 


“Flight Network left me stranded in Dublin with no alternative flight," she said.


As a teacher, Caroline needed to be back for the start of the school year and so the only thing to do was book a flight the next day, which had one seat remaining and left her thousands of dollars out of pocket.


A spokesperson for Flight Network parent company, the Etraveli Group, told 9 News that a member of the customer relations team "contacted [Caroline], apologised, compensated the customer and refunded the cost for the rebooking and the cost for the flexible ticket".


They have also “asked the customer to send us the receipt for the new ticket so we can go through that cost as well”.


"Unfortunately, we made a manual mistake which led to the customer ending up in the wrong queue and not getting a call from us.


"We apologise for this and will do our best to ensure it doesn't happen again."


According to Caroline’s instagram page, she is still awaiting a full refund. 



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Published: 21 February 2022

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