Maria Quintero R.
The pilot was great, poor customer experience
The pilot was great, and we really enjoyed the flight itself. Unfortunately, the customer service experience overshadowed it. We booked the night before, around 6 p.m., for a 9 a.m. flight. We received a confirmation email and then, around 7:50 p.m., a second email that looked almost identical but apparently contained a change moving the flight to 10 a.m. At that point, there was no opportunity to call and confirm the change. We arrived at 7:45 a.m., along with several other customers who had also missed the update. A woman came outside and simply told us that the flight had been changed, that an email had been sent, and that she would open the doors at 8:30. There was no apology or effort to accommodate us, even though there is no proper waiting area outside, only benches in the sun with no shade. We had to wait outside for about 45 minutes. What made the experience worse was the response to my original Google review, which came across as passive-aggressive and essentially suggested that because an email had been sent, the inconvenience was our responsibility. Obviously, if we had understood that the flight had definitely been moved to 10 a.m., we would not have arrived so early. A simple apology and a little understanding would have made a significant difference. The pilot was excellent, but unfortunately the way this situation was handled, particularly by the staff member we dealt with that morning, made the overall experience feel unnecessarily rude and unwelcoming.
Response from FlyNYONAug 31, 2026
Thank you for taking the time to share this feedback, and we’re glad to hear that you enjoyed the flight and had a great experience with your pilot. That said, we sincerely apologize for how the schedule change and your arrival were handled. While flight times can occasionally change due to operational considerations, we understand that receiving an update the evening before an early-morning flight can easily cause confusion. More importantly, once you arrived, the situation should have been handled with greater understanding and hospitality. We also apologize if our previous response to your review came across as dismissive or suggested that the inconvenience was your responsibility. That was not our intention, and we understand why it added to your frustration. Your feedback regarding both the communication and the interaction with our team has been taken seriously and will be addressed internally. We're happy you enjoyed the flight itself, and we appreciate you bringing the rest of the experience to our attention so we can improve it.