KSL INVESTIGATES

KSL Investigators help a soon-to-be passenger get the airline tickets he paid for

Sep 7, 2021, 6:58 PM | Updated: Jun 19, 2022, 10:02 pm

FARMINGTON, Utah — Buying airfare these days, for the most part, is straightforward — click the flights you want on a travel website, pay and then get your e-tickets. But when a Farmington man got fed up with a ticket service that would only give him the runaround, he called the KSL Consumer Investigators for help.

Dal Freeman made a living designing roller coasters, but now, he feels taken for a ride after purchasing airline tickets that didn’t arrive.

“Nothing, so far. Nothing,” Freeman told us after waiting nearly two weeks for those tickets.

He wanted to go to Oregon and see his daughter and granddaughters, so he punched “Alaska Airlines” into a Google Search and landed on MyFlightSearch.com, a ticket booking service.

He paid them $455 for the tickets and thought all was well.

Then came the waiting game.

“I went for eight days,” said Freeman. “Never received any tickets.”

He said each time he called MyFlightSearch, they told him the tickets would be in his email inbox the next day.

Finally, he called Alaska Airlines directly and uh oh, they had no tickets in his name.

“So, I knew something was really fishy then,” said Freeman.

His next call was to the KSL Investigators.

When we checked with the Better Business Bureau, the F-rated MyFlightSearch had logged 519 complaints in the last three years, 160 in the past year alone.

“A lot of the complaints are verbatim,” said Rhonda Mettler of the Southern Nevada Better Business Bureau. “Been getting the run around, run around, run around.”

She told us the Vegas-based outfit actually does refund some customers.

“But there’s many that have not been resolved or addressed, so I imagine, at some point, a governing agency is going to step in,” said Mettler.

Not waiting around for that, the KSL Investigators found the guy who runs MyFlightSearch.com through Nevada’s commerce department and reached out to him directly.

We never heard back, but within hours, Freeman’s missing tickets finally appeared in his inbox.

The retired rollercoaster virtuoso said he will avoid his next wild ride by looking more closely at search results.

“I’m just a lot smart now,” said Freeman. “But this was a tricky one.”

Freeman also received a check from MyFlightSearch.com — a partial refund by way of apology.

He told us that check, well, bounced. Another reason why you can’t always trust the first search result.

The BBB’s Mettler recommends checking at least three links to help ensure you’re buying tickets from where you really want to buy them.

KSL 5 TV Live

Top Stories

KSL Investigates

FILE: Back-to-school shopping (Photo by Justin Sullivan/Getty Images)...
Matt Gephardt & Sloan Schrage

Gephardt Busts Inflation: Saving $ on back-to-school supplies with inflation

With inflation running amok this year, parents are tackling big price hikes on top of the stress. Fortunately, there are ways they can still save money.
3 days ago
...
Matt Gephardt & Sloan Schrage, KSL TV

KSL Investigators help bank customer regain access to his money after fraud incident

KSL Investigators help a fraud victim gain access to his bank account after nearly a year of being locked out.
6 days ago
...
Matt Gephardt & Sloan Schrage, KSL TV

What are the rules for airline travel credits?

After canceling a beach vacation to Hawaii, a Utah woman believes she has $1,400 in flight credits. Ongoing flight cancellations have plagued the summer travel season, and a lot of travelers are being made whole with flight credits rather than refunds.
7 days ago
FILE PHOTO - Shown are a smartphone and computer....
Matt Gephardt

Can a company pull the rebate runaround?

When a West Valley City woman took up Verizon on a rebate offer to upgrade but could not get the rebate, she contacted the KSL Investigators for help.
13 days ago
FILE PHOTO...
Daniella Rivera

KSL Investigates: How is Utah’s new self-defense law impacting justice?

Is a new Utah self-defense law improving our justice system or leading to unintended consequences? The KSL Investigators analyzed a full year of cases.
14 days ago
...
Matt Gephardt & Sloan Schrage

Utah home sellers drop asking prices as market slows from a frenzied pace

For years, Utah has been one of the nation's hottest real estate markets, but now it appears to be cooling as sellers are slashing prices.
14 days ago

Sponsored Articles

tips how to quit smoking...

7 Tips How to Quit Smoking | Quitting Smoking Might be One of the Hardest Things You Ever Do but Here’s Where You Can Start

Quitting smoking cigarettes can be incredibly difficult. Here are 7 tips how to quit smoking to help you on your quitting journey.
Photo: Storyblocks...
Blue Stakes of Utah 811

Blue Stakes of Utah 811: 5 Reasons To Call 811 Before You Dig When Working in Your Yard

Call before you dig. Even at home, you could end up with serious injuries or broken utilities just because you didn't call Blue Stakes of Utah 811.
Days of...
Days of '47 Rodeo

TRIVIA: How well do you know your rodeo? Take this quiz before you go to the Days of ’47!

The Utah Days of ’47 Rodeo presented by Zions Bank is a one-of-a-kind Gold Medal Rodeo being held July 20-23, 25 at 7:30 PM. The Days of ’47 Rodeo How well do you know your rodeo trivia? Take the quiz to test your know-all before heading out to the Days of ’47 Rodeo at the […]
cyber security through multi factor authentication setup...
Les Olson IT

How multi factor authentication setup helps companies stay safe

Multi factor authentication (MFA) setup is an important security measure that every company should implement for their workers. It’s also wise to install it for your personal and home accounts.
...
Lighting Design

Check out these stunning lamps with stained glass shades

Lamps with stained glass shades are statement pieces that are more than simply aesthetic. They also meet a functional requirement: to light up a room.
Address Bar of internet browser shows internet access...
AARP Utah

Utah voters 50+ support increased access to Internet

The AARP surveyed Utah voters aged 50 plus about internet access and if they support the expansion of broadband, especially in rural areas currently lacking it.
KSL Investigators help a soon-to-be passenger get the airline tickets he paid for