Well they have a nice interface with easy sliders to sort out dates and times, and as with everyone, when things go well there's nothing to complain about. The true test is when things don't go well.
I needed to cancel a flight over Christmas and then experienced a lack of knowledge and lack of professionalism on the part of the call centre staff.
I booked really early to take advantage of better pricing.
My flight was with WestJet - which I don't use all that often - and I was surprised to hear that after paying a $50 cancellation fee (the Call Centre person told me all fees are imposed by the carriers) the remainder would be available as "WestJet Dollars"; completely transferable, but I had less than 6 months to use them or they would expire.
Flight Network told me they would be a better choice to process the changes because they don't have the wait times that WestJet has. Thank goodness I called WestJet to handle it instead.
I decided to sell the credit at a loss since I won't travel by the expiry date.
The buyer and I called WestJet together I discovered Flight Network did not give me accurate information. First the cancelled ticket doesn't turn into WestJet Dollars but an "open ticket". There aren't fees to transfer WestJet dollars and there are fees to use open tickets.
Second, the expiration date quoted by Flight Network of 12Jun2013 was based on 12 months from the DATE OF BOOKING. According to WestJet, the ticket doesn't expire until 13 months after the DATE OF TRAVEL which brings it to 01Feb2014. That's a big difference since I had resolved to never risk booking that early again.
Third, WestJet didn't charge the $50 cancellation fee. That was Flight Network. Another fee is applied by the airline when re-booked or transferred to someone.
Finally, although the Flight Network Call Centre stated it was fully transferable, the cancellation notice stated it could only be used by the person named on the ticket. Luckily WestJet does have a workaround for that.
I called Flight Network to try to validate, I left a message and then got someone who said I'd get a return call in 20 minutes. Never heard from them. So now all the service issues I've been reading about on the web are starting to surface.
I don't have time to double-check every word given to me by a company in the Travel Industry. This whole process has taken DAYS to sort out. There was too much incorrect information mixed up with semi-correct information and my trust in them is diminished.Edited: 12:15 pm, February 23, 2013