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Self-Transfer Flight Information

Last Updated: Aug 01, 2018 02:38PM UTC

Self-transfer Guarantee


“Self-transfer guarantee” is an exclusive policy designed to assist those passengers that are impacted by an involuntary schedule change, delay or cancellation of their confirmed flight resulting from factors, which can occur in the standard course of air transportation. With the implementation of this policy (Self-transfer guarantee), we can offer our customers the best possible price and service experience in the travel industry. We strive to make your journey as smooth and comfortable as possible. Upon activation of this policy, in the event of an involuntary schedule change or cancellation, we shall find you a reasonable alternative flight option(s) or other means of transportation to your destination, or a refund of the unused flight portion. All passengers should be in contact with Flight Network and not the airline in order to be covered under this policy. This policy covers two categories depending on the urgency of your file.

 

Category 1: ( Where the schedule change takes place more than 48 hours prior to departure)


This option applies ONLY if the schedule change (Flight change, or cancellation) takes place outside of 48 hours prior to the first leg of your confirmed itinerary, which prevents you from reaching your final destination, or your arrival in destination is delayed by more than 24 hours after the original arrival time i.e. you would either miss your connecting flight(s) or your flight(s) is cancelled.


If you become aware of the schedule change under Category 1, you must get in touch with us immediately without delay either by telephone, email or via our online chat platform found on our website. If you fail to contact us in a timely manner, you will not be covered under this guarantee. If we become aware of the change first, under category 1, we will get in touch with you within a reasonable time. Once we are informed of the change or cancellation either by you or the airline, at our discretion, we will offer you one of the following resolutions:


● We will find you an alternative transportation to your destination. If we can’t re-protect you with the same carrier, we will offer you an alternative flight(s) or other means of transportation to your destination entirely at our cost. In case of lack of availability, and no alternative can be offered and once we are in a mutual agreement, you can purchase the similar ticket at the airport in the same cabin class and we will refund you the price difference between the two tickets. Any other extra services or upgrades related to these new tickets will not be covered under this policy.


● For all unused portions, we will refund you accordingly. This option will be offered in case we fail to offer you an alternative transportation. The options will be communicated to you via phone or email. You are obligated to respond to us promptly in ALL cases within the 24 hours of receiving our options. Once the 24 hour offer period is over, our options become null and void and you will not be entitled to our guarantee.
 


Category 2: ( where the schedule change takes place within 48 hours prior to departure)


This option applies ONLY if the schedule change (Flight change, or cancellation) takes place within 48 hours of departure prior to the first leg of your confirmed itinerary, which prevents you from reaching your final destination, or your arrival in destination is delayed by more than 24 hours after the original arrival time i.e. you would either miss your connecting flight(s) or your flight(s) is cancelled
If you become aware of the schedule change under Category 2, you must get in touch with us immediately without delay either by telephone, email or via our online chat platform found on our website. If you fail to contact us immediately, you will not be covered under this guarantee. If we become aware of the change first under category 2, we will get in touch with you within a reasonable time. Once we are informed of the change or cancellation either by you or the airline, we will offer you one of the following resolutions at your discretion:


● We will find you an alternative transportation to your destination. If we can’t re-protect you with the same carrier, we will offer you an alternative flight(s) or other means of transportation to your destination entirely at our cost. In case of lack of availability, and/or substantial fare difference and once we are in a mutual agreement, we will refund you the full amount of your original ticket(s) with us. We may offer to cover part of the costs associated with this change upon a mutual agreement on a case by case basis. In rare cases where you miss the connecting flight or the flight cancellation occurs and you are unable to contact us due to time restriction, you may purchase the ticket without prior agreement with us. We will refund you the price of such alternative transportation ticket(s) upto twice the value of the original ticket price of the unused portion to your destination. Any other extra services or upgrades related to these new tickets will not be covered under this policy. We will only refund you once we are in receipt of the written documentation proof of the alternative transportation and the proof of flight delay or cancellation.


The options will be communicated to you via phone or email. You are obligated to respond to us promptly in ALL cases within the 24 hours of receiving our options or well in advance of the scheduled departure time whichever is earlier. Once the 24 hour offer period is over, our options become null and void and you will not be entitled to our guarantee.


Flight Network Additional services: These additional services may be applied to category 2 scenarios under our Self-transfer guarantee. These additional services must be prearranged with our Customer care team in order to have a legitimate claim because they are solely offered at our discretion. The costs associated with these services have to be paid upfront by yourself and then claimed after the fact with valid proof ( transaction receipts). On the basis of such receipts, we will refund the costs upto the amounts listed below.


Overnight Hotel accommodation- This option is available to you if you are left stranded at the airport for the night and/or your alternative connecting flight is scheduled 8 or more hours later. This overnight is only covered if you have accepted our option with 8 or more hours of delay. In some cases, you will have to book the hotel room locally and claim a refund of $75 CAD per person up to two nights. If additional nights are required due to lack of availability with the airline for an alternative, it must be mutually arranged in advance with Flight Network.


Alternative Transportation: In cases where all the flights are sold out for the same day, we may cover the costs to book you to depart from other airports in the area in order to get you to your destination at the earliest. This has to be prearranged with Flight Network. The alternative methods can also be a train, coach bus or a taxi and will apply to all the passengers booked on the same reservation. The maximum claim limit for this is $150 CAD; inclusive of all passengers.


Meal and Beverage compensation: This is covered only if your flight connection is delayed by more than 4 hours. In such cases, we will cover upto $15 CAD per person booked on the itinerary.


Multiple destination routes: If the itinerary is impacted in a way, where the remaining segments on the same ticket are all impacted and we are unable to find a suitable alternative and the ticket is fully unused, then a refund for all flights on that ticket can be applied.


Communication and notices: Once we provide you with alternative options, your response is due back to us within 48 hours the latest in exceptional cases. If the 48 hour window is passed, the offer becomes null and void and is no longer covered under this guarantee.


***If you are offered the above mentioned alternatives by the airline(s) directly or at the airport, we cannot be held responsible for any further compensation or reimbursement.
helpcenter@flightnetwork.com
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