Emergency Landing and SHOCKING Service: Boutique Air

UPDATE: Here's what happened next.... • My SURPRISING Flight o...
We took a flight with Boutique Air onboard a PC12 and ended up making an emergency landing in Atlanta. We feel incredibly lucky that the crew were able to get us down safely, but the way Boutique Air dealt with the aftermath was not great...
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[@MrCheapBoots]

I was a pilot for this airline and it was terrible. I quit instead of taking a captain upgrade. Loved the pilots and gate reps who tried. Utterly hated management. The poor maintenance guys tried too, but the company takes the cheapest, least qualified guys they can find and slaves them to death. Passengers were treated so badly and incompetently I quit in a rage and loved life again

[@macking104]

You can fly this big planes… saw video of a lady who went from a regional’s E-145 to National cargo 747-400 in just a few months.

[@LordRawnsley]

I experienced the same. Stayed a year. Went through complete hell that you wouldn’t believe of I told you. From pilots I flew with to the CSRs. Left and went to 121. In the middle is training 121 tells me my btq sic time is no good. BTQ was the worst mistake I ever made.

[@Stefan_Boerjesson]

Honor to You. You've got backbones, guts. Didn't note the age of this video but "nowdays" (June 4 2022) Ryan Air is "criticised" for not being correct versus customers.... but as bad as this? No. Once a bus didn't appear at all. One of the waiting passengers called the customer services and asked about the missing bus. Customer services answered that the bus had passed 5 - 10 minutes earlier. No.... The passenger calling had been waiting since 15 minutes earlier. That guy was the president of the entire regional lokal traffic...... He got "inside" knowledge....

[@n1msu]

Guys do you realise this isn't a VATSIM flight on a flight sim? If the comments are genuine perhaps it would be a good idea to whistleblow to the FAA rather than say how bad the airline/management is. Don't wait until somebody gets killed by the airline before whistleblowing. As for the pilots, once on the radio they didn't hesitate with returning to the airport, I highly doubt Noel would have prompted pilots from the back seat despite being a pilot himself saying 'yo, flaps jammed, we still going to Jacksonville?'. So many commenters lie especially in aviation related videos, the worst of it is that people seem to forget that a lack of critical thinking amongst a population is dangerous. Rant over!!

[@brodietaym8475]

@@LordRawnsley why did they consider your sic time no good I'm genuinely curious

[@DirtyBlueshirtAU]

Agent said it was cancelled. If it was un-cancelled, it's the airline's obligation to contact you. Definitely poor service by Boutique Air.

[@loyalm2468]

So aren't there any Regulations by law in the US that Mandate a refund for canceled or delayed flights?

[@oswaldfife5183]

@@loyalm2468 For the most part corporations run the government in the US

[@davidlazarus67]

If they uncanceled it because no one would turn up, so give them a reason to not refund anyone then it’s more fraud than bad service.

[@chris1978nl]

Glad it is on camera, this should give hope to all the passengers, if not... Get yourself a lawyer.

[@loyalm2468]

@@oswaldfife5183 Isn't new to me unfortunately but I thought there were at least some regulations for this

[@roberthochwarth578]

Noel, I fly a PC12 professionally for a company in the US. PC12’s have a common issue with flaps doing this. I’ve had to return to land twice in my 1500+ hours on the type due to a “flap fail”. The system is separate from the gear, and it’s not a big deal at all- nothing more than an annoyance. And usually, all it takes to fix it is pressing a reset button on a maintenance panel next to the FO’s seat and usually you’re back on your way in 2 minutes after shutting down. That being said, BTQ has a reputation here in the US… and it’s not a good one. From pilot pay, to their host of maintenance issues, to what you’re observing as their customer service.

[@Iflyarizona]

Ditto. I have 1000 or so in the PC-12 as well and can count the many times I’ve had flap fails. Easy fix but definitely a pain since you have to land and power down the airplane. One of the few flaws of the PC-12. Miss flying them!

[@mgaeeeee9150]

Then there's me. I flew one for Pascan for three years, never had anything happen.

[@samiam619]

If it’s such a simple fix, (and I don’t doubt you) why didn’t the pilots do it this time?

[@roberthochwarth578]

@@samiam619 lack of knowledge on the airplane, company procedures not allowing the pilots to do what some consider to be a mx procedure, etc.

[@Stefan_Boerjesson]

@@Iflyarizona Is there any way You could perform that "reset procedure" as a precaution prior to taking off? (Never flew more than C177)...

[@escaperocks]

From their own website, Boutique says that a maintenance issue causing no flight can either be refunded or booked next available, customer choice. They also say one of these delays that goes over 3 hours gets a customer refund. Don't let them off the hook Noel!

[@flatspin7]

Noel… “I’ve flown on shady Russian airlines with better customer service than you!”

[@davidlazarus67]

Even Asian low cost carriers have better service.

[@zloychechen5150]

at least they give you a candy.

[@notarehersal]

It was bizarre really.

[@Trimarkovich]

SCAT airlines, baby (yeah I know it’s Kazakh but the point still stands)

[@jerlatti]

Noel: ‘I did everything I could for Rach to get her ready for an emergency landing’: “are you ok?” Rach: doesn’t seem to bother at all. Noel: almost shitting himself.

[@295g295]

>3:36

[@ziepex7009]

@@295g295 ty

[@juventisa23]

Lmfaooooo

[@AdrianNelson1507]

Awkward! She gave zero fucks during and after 🤣

[@mimine93ser42]

I was waiting for this comment. She looked like she couldn't care less

[@GatorGirl]

You know an airline's bad when dealing with a potentially life-threatening emergency landing is more pleasant than dealing with their customer service.

[@grayrabbit2211]

Looks like flaps were stuck at 15°. I didn't see from the video if they were extended uniformly or asymmetrically. If uniformly, the PC12's manual says "land with flaps in failed position". Not an emergency by any stretch of the imagination. Continue the flight and deal with it at the destination. Now, if they were asymmetrical, the POH does say, "Land as soon as practical." Still not a life-threatening emergency, but it'd be a pain to fly and all of your normal senses would feel off, so put it down rather than risk it.

[@roberthochwarth578]

@@grayrabbit2211 unless the CA pulled the pusher CB for some unknown reason which is why the PUSHER CAWS is illuminated, a FLAPS CAWS followed by a PUSHER CAWS, according to the QRH, means there was an asymmetrical deployment detected

[@TransistorBased]

@@grayrabbit2211 I was assuming asymmetry, but it seems like other Pilatus pilots here have said that it's a common issue of them just getting stuck. Either way, it's not a huge deal since it's better to have flaps out than flaps in

[@cjmillsnun]

@VeteranPilot Isn't an emergency landing anything out of the ordinary. I agree it wasn't a forced landing, but they wanted to be on the ground pretty quickly.

[@seoceancrosser]

When and where was the life threatening part? The pilots didn’t seem like their lives were threatened that day.

[@georgiatzako530]

Apart from the company the pilot was doing his work excellent and he was really polite.

[@linuxares]

I feel they did everything right imho

[@abaddon2148]

pilots did an excellent job flying and landing the plane as well as communicating to the passengers. the pilot speaking to the passengers was very professional. shame, considering the company they work for are quite the opposite.

[@troodon1096]

The crew was very polite. Their customer service, not so much.

[@RoadTest-cl3jz]

@@abaddon2148what’s worse is I’d guarantee the pilot was probably reprimanded for going back. I can hear it now, “it was just the f*****g flaps”

[@angusmctavish2345]

Was going to book flights with Boutique air, after watching this I think I'll give it a miss. The video started so well, the pilots were great and handled the situation really well. Such a shame about the dreadful customer service.

[@mrc6182]

Good idea. Matter of fact, only two reasons I'd ever book on them after my experience would be if they were the only airline serving the place I needed to go OR ... I really didn't need to be where I wanted them to take me!

[@anapaulatillman.6133]

They should probably research who Noel Phillips is, and a few others...wait till Cahill gets his claws into them!

[@scottscieszinski9708]

As a US traveler that often goes to small areas i will definitely NOT consider Boutique Air as an option based upon your review. Thank you Noel for saving me yet another source of travel frustration. As a blind veteran and often solo traveler I rely upon good customer service experiences to get me from A to B. Boutique Air Fail.

[@healingvibrations7845]

@scott scieszinski THANK YOU for YOUR service

[@uzaiyaro]

@@healingvibrations7845 yeah, this, and I’m not even American. Thanks for your service nonetheless.

[@healingvibrations7845]

@@uzaiyaro i am NOT military i am a nurse turned multi disciplinary holistic therapist

[@walaldshirzad8574]

I think they should give you free travel sir - at least up to a certain limit

[@Belbivdevoe]

How did you find this video?

[@Evulnation]

As a commercial pilot in the US, you hear a lot from other pilots who work for their respective companies. I've never heard any pilot who works for Boutique saying that it is a good company to work for. Management is awful and it just has a bad culture as a company as a whole. Which is why most pilots try to get out.

[@DENDD]

2.5 Star rating at TripAdvisor explains everything... under 3 Star always a red flag carrier for me

[@amc3]

Captain "did you say Philips - Noel Philips?" "Yes Captain" OK, let's give him one of his most watched videos ever 🛫🛬

[@metrovic]

I concur, the credit card chargeback method has worked for me twice when airlines cancelled my flights but faffed about with the refund that they didn't want to give. Always book your flights on a credit card as opposed to a debit card for this very reason. The consumer credit act is your friend in this instance.

[@johndexter2702]

The captain was great the way he calmly but directly explained why they landed so quickly.

[@anthonymilner1851]

You are absolutely right to bang on about it, the 'service' you received from Boutique was a disgrace. I do hope you can find a way to claim back compensation from them - Cheers!

[@antonyh37]

That was shady. When United canceled a flight of mines in San Juan over aircraft maintenance issue the flight everyone was comped 150, given a hotel room at the airport and money for food and rebooked the next day on the same aircraft. They flew in mechanics overnight to fix the issue and paid for the inconvenience. I remember when I worked for a small regional airline we were told to hide from customers when the aircraft was running late or having maintenance issues to avoid customer confrontation.

[@Zyphera]

Told to hide. Makes me angry just hearing it. Thanks for sharing.

[@dustingoad7433]

You’re not out of order at all for expecting a refund. You’ve handled this situation exceptionally well. I haven’t flown with Boutique before but I definitely won’t ever fly with them now. I have a enough issues with large US carriers as it is. I hope they do the right thing and give you a refund but I won’t hold my breath. Hope you and Rach have a better rest of your vacation here in the States.

[@SteveD328]

“You’ve handled this situation exceptionally well”. He seriously over dramatized everything.

[@richdaley9982]

Funny that I was considering using Boutique to surprise my wife with a trip from Atlanta to Pensacola in a couple of months. The fact that they had a mechanical problem during flight and then would not refund your ticket makes me wonder if they have enough cash to run the airline safely. It is a pity because I love the idea.

[@grayrabbit2211]

I can't speak for Boutique, but being short on cash is very common in the biz.

[@benfalsetto8997]

Flap actuation issues are common on PC 12s. Don't get me wrong: I'm not standing up for Boutique Air in any way, but I don't think that we can conclude 'not enough money to maintain the fleet' from this. Hopefully you can find another more reliable way to surprise your wife

[@JoeMCool]

THIS! ⤴️👆🏼

[@MRRice-wz3bv]

Thank You Noel that airline is off my bucket list. Have fun in the State's.

[@tennislive1847]

Dear Noel, I am a current pilot for this airline; I have contacted management with the link to this video. They said back that they will consider a refund. On behalf of the whole airline; we are extremely sorry about this! Kind Regards, Chief Pilot Boutique Air

[@ryanoverlay4592]

Hope that happens but you shouldn't have to have a big youtube channel to get good service.

[@jackbrowning8013]

Boutique Air got Noel'd! You're totally in the right. You can be miffed at how you were treated but still respect the pilots which you did, man!

[@Liamlcfc1]

Sad to see people with disabilities still don't get the proper help they need it's improved a lot but still needs work as a disabled traveller myself I understand the frustration when you book a wheelchair service and nobody turns up to help you

[@pferrandi2]

Thank you Noel for exposing Boutique Air practices. They offer service from PHX to various regional airports in AZ and I was considering trying them but now that I have seen that … hell no!

[@DeltaBravoTango]

Glad you got down safely! That customer service was quite incredible...glad the pilots were very professional and skillful, handled the situation nice!

[@DaveTheRave1011]

That’s why they call them broketique! I fly for Air Choice One, we hear stories all the time of their PC12’s having problems.

[@tsr207]

Some of these "Live Chats" are AI driven. I experienced a telephone call recently which was AI and the only way I could tell by repeating the same phrase over - which generated the same reply - when a human would have said "what?" . I was on an aircraft that suffered a power failure and made an emergency landing- even if you think everything's good - it still bothers you. Excellent video !

[@spafon7799]

They should use a more charismatic algorithm.

[@JurgenADV]

A more charismatic algorithm- something like HAL from 2001 would be an improvement.

[@fluffyfour]

Would AI be programmed to chastise customers for not IMMEDIATELY contacting them? If so, you'd think they might try to sweeten the pill a bit.

[@andybrown6981]

@@JurgenADV this thread just got funny

[@kathryncurtis9320]

Again I love when you include details on disability assistance for your wife. It helps myself with Lupus and an 11 year old daughter give me better ideas for our own travel plans. Although since I'm very immunocompromised I won't be on a plane again for a long while. Awhile back we had to use this airline to get to our destination as our scheduled airline had mechanical problems. Original airline made all the arrangements beautifully by the time we got to boutique Air. Then they had a missing pilot. Not sure if they ever found him. The original airline got the plane fixed and gate agents noticed we were still waiting on boutique and called thier gate agents to arrange to send us back. Long story short original airline was pissed at the treatment they received from a fellow airline. Didn't fill me with confidence to ever use boutique. Especially a "lost" pilot. Just say he's delayed. Thankfully our normal travel adventures we can avoid boutique.

[@techelper1011]

I would take it further showing them the video where the agent says they’ve cancelled it, would love to see their response to that..

[@shirleymack8651]

Yep, me too.

[@cedarkey]

@@shirleymack8651 they’d probably fire the agent claiming she was incorrect to tell the passengers that the flight was canx.

[@james-5560]

Just because a single flight is cancelled, doesn't mean the contract is. Another flight went next day, he should have worked with the airline to depart then. The contract was for travel, rather than a specific flight.

[@techelper1011]

@@james-5560 when a flight is cancelled. There are two options. Cancel for a full refund or take an alternative flight. I know as I've been in this situation before.

[@Tristan14578]

@@james-5560 and with that response its why many wont want to spend money at this company. I personally dont mind spending a premium for travel. even more so on first class but if they did this to me i would tell everyone i know and just not do business with them anymore

[@allenjames7420]

You were more patient than I would’ve been. Keep up the good work

[@BradleyPennyAviation]

Excellent video, definitely a rare occurrence.. glad you landed safely!

[@simondavey7787]

I am sad that Boutique Air hasn't improved; I have only flown with them once, well, when I say flown....I booked with them and the flight was cancelled due to staffing issues. Like you, I was promised a refund. 18 months later and I've still not had any money back!

[@peterbalsom6469]

So disappointing with horrible customer service. Glad you landed safe

[@jerrylentz9631]

This reminds me of the Air Florida crash in Washington, DC, in the early 1980s. A customer was initially refused a refund because he missed the fatal flight but bad press about Air Florida's refusal quickly remedied the situation.

[@ryankenyon5010]

I worked in Marriott Platinum Elite guest services 20 years ago and the lack of customer service that one finds in travel and hospitality today is appalling. By the way, that wasn't a person you were talking to at Boutique. It was a.i. .

[@gridlore]

Kudos to the crew!

[@mikehyland4674]

I wouldn’t of been so polite to them Noel. Absolutely shocking service

[@AdventureswithaaronB]

I like how considerate you were to the other passengers, and you’re very polite to the staff

[@TheMusicalElitist]

@@craiggilchrist4223 Well* you're* to*, should be a comma after "camera" and a full stop after "really." Moreover, I've Noel and he's a very polite character.

[@hillaryjones4989]

I just came across this and I'm so grateful as I considered booking a flight with Boutique Air for a trip in August. I was trying to save myself a three hour drive from Phoenix Sky Harbour to Show Low airport in Arizona. Thank you again.

[@richardc488]

thank you for the show!

[@ZeroThreeDelta]

I’m disappointed that you didn’t lunge towards the cockpit to say “I’m a pilot. I’m here if you need me boys.” 😂

[@mjt8199]

"I just want to tell you both; good luck we're all counting on you."

[@ZeroThreeDelta]

@@mjt8199 😂

[@adventuresof3bravowhiskey896]

“That’s impossible! They’re on instruments!”Cue the band.

[@lndrvrus]

You know LewDix would! 😂

[@DavidWsTrainVideos]

@@mjt8199 Nice!!!

[@michaelwytiahlowsky811]

You need to forward your video to their head office and say listen to what the gate agent said ‘CANCELLED’. !!

[@james-5560]

Just because a single flight is cancelled, doesn't mean the contract was. The next flight went out next day and he could have been on that if he'd worked with their customer service, rather than disappearing sharpish. The terms say they don't refund if they can get you to the destination within 48 hours. That's the contract he signed.

[@swannvictor1388]

She was Black, the white people that own the airline will just fire her and send her any law suits. Well dodgy outfit, frankly.

[@gandalug1]

Their head office saw it and left a suspect reply to your comment

[@healingvibrations7845]

@@james-5560 we have gathered you are related to the owner or erhaps are the actual owner of a dreadfully maintained and piss poor customer service

[@thomasayer7511]

I'll tell you what mate, you both handled it with grace and calm!!!!

[@carolinehoward180]

What an amazing adventure. I love flying and have never been in a little plane like this. At least your crew were professional and got you back on the ground safely.

[@markwarwick2920]

Noel, its a pity that Boutique was getting chance for a positive review. With your audience this feedback goes a long way with potential customers. Mechanical mishap plus very poor customer service is a double whammy that small airlines can ill afford, especially as the flight was nowhere near full.

[@Sierraomega1991]

Even with the mechanical issues the pilots handled it so well that they would have got a good review

[@arestep]

Thanks Noel for exposing this airline. Had actually thought of taking them out of MSL. We have choices when we fly........and I will not be taking this airline in the future. I don't blame an airline for disruptions, but how they deal with them is very important. Keep putting out great content!

[@walaldshirzad8574]

Feel sorry for the excellent pilots forced to work for such a lousy company... Hope they can find jobs with better airlines in the future. As for AI generated "customer service" communication - this is the work of morons These people wouldn't understand the concept of customer service if they lived for ten lifetimes 😡😱

[@MainesOwn]

i find it most amazing that you got hold of the actual ATC communication (not asking how you got it) but it makes for some pretty impressive immersion!

[@katefromaust5627]

I cannot believe how clear that film is! Amazing. Never seen it so good.

[@ricequin]

I had a terrible experience with the lack of wheelchair assistance at ATL back in 2007. I’d have hoped things might have improved in the intervening years.

[@AndrewAbraham83]

Delta now does wheelchairs themselves last I heard. Used to work for the agency that had the contract. What a tiny airline like Boutique does I'm not sure. The other airlines contract out in ATL

[@mrspock0890]

They have not in Atlanta. Delta fired their wheelchair contractor after hundreds of civil rights complaints, but other airlines still use the same people. It's a crapshoot at best.

[@jonathankleinow2073]

My mom and I flew through Atlanta many times and generally had few issues getting one of the golf carts to meet us at our gate and drive us down the concourse, or have a wheelchair and attendant meet us and escort us to the next gate if our connection was out of a different concourse. We never tried to get a wheelchair as arriving or departing passengers, though, only connecting. And the last time I flew with her was probably before 2006.

[@Rogue_Weatherman_Joe-D.]

Man, glad you two are safe!!! Boutique just lost a PC-12 last year. they don't have the best track record either.

[@ayeteen]

Dear Noel, you have been the biggest youtuber I watch. I always watch your videos and get really happy, I would like to say I’m a big fan nor the biggest probably but yes. I love your videos and they make me happy you have been the biggest inspirational youtuber to me and a lot of other people.

[@margaretroselle8610]

Quite an experience! Thanks for sharing.

[@neilburns8869]

Sorry that you're flight from Atlanta to Tennessee got cut short but glad that you were all able to land relatively safely.

[@mariavandenbosch2723]

Boutique Air has been moved to my Blacklist!

[@beccaeliza4927]

Awww I love how chilled Rach was!

[@Gpgnick89]

I can binge on your videos all day... Quickly becoming one of my favorite KZbin channels! Keep it up with the content Noel! Fan here in Iowa.

[@sarahjones-jf4pr]

Nick W Do you not work?!

[@Gpgnick89]

@@sarahjones-jf4pr why is that any of your business Sarah? Carry on.

[@tstidm4]

I would never fly Boutique air after your experiences. They don’t provide good customer service when there are issues.

[@karlenedream7790]

Nice smooth flying by the pilots at least!

[@kendrapratt2098]

How sweet to prepare Rach. Ohmygoodness almost no Noel Philips! Glad you and Rach made it safely to get back to the kiddos!

[@maninarmarttasn1614]

My first thought about the chat was that the machine has provided an automated answers. I love your clips and have a safe flight :)

[@airplanegod]

There's nothing "Boutique" about that customer service, you'd probably get better results with Delta/American/United customer service, which is a shame.

[@VersedNJ]

Yes and they would have contacted the hotel and rent a car service, or helped having everything refunded do to an inflight emergency. Airlines, car rentals and hotels work together, they have to, also those larger airlines you mentioned are the bread and butter to the travel industry.

[@carlramirez6339]

United is infamous for damaging their guitars and brutalising their passengers - and considering this is the second time that Noel got bad service from Boutique Air, sounds like United is indeed better.

[@kimjong-il1547]

@@carlramirez6339 actually I have never had a problem with United. I have only had problems with American

[@brazengaming1813]

Appreciate the video. I was interested in trying Boutique, but not anymore.

[@moi01887]

Same here.

[@pwhitewick]

Wow, I don't fly much, so i've no idea how this works. But that seems absolutely shocking. Something makes me feel that even if they did watch this video.... they wouldn't care! Shocking stuff.

[@philipf2705]

Boutique, where the service lives up to the name. That's horrendous service, I'm sorry that happened to you and Rach. I'm happy you landed safely and well see you on the next one Noel!

[@williamgriffis8733]

So sorry you had to deal with this Noel. I have heard of similar experiences with Boutique.

[@raymondsouthorn1578]

I would tell my husband to shut up and until we'd landed lol.

[@OscarScheepstra_Artemis_]

I know this is standard, but I love how the tower and pilots sound composed and relaxed, even though they were on a rather stressful situation! They showed good CRM.

[@haggismoon]

Had to comment on this Video, Great Video, not because of the Emergancy, but the way you all handled it, Having flown lots of time, I have thankfully never been in that situation, and pray I never will, but everyone did fantastic keeping calm, which in an open cockpit plane allowed the pilots to deal with the Emergancy. Hats of to you.

[@noelphilips]

Much appreciated!

[@m0rcheg]

I flew from Dallas to Nashville via Greenville with them earlier this year. They changed metal from Pilatus to Beechcraft last minute, which was a bummer. However, all in all it was a fun experience (especially connecting in Greenville!) and I got to my destination with just a minor delay.

[@fluffyfour]

'Just a minor delay'? Late, then?

[@m0rcheg]

@@fluffyfour 40 minutes of delay it was. So technically yes! :)

[@chilglish]

The airline being "bang out of order" is the understatement of the decade!

[@janiseturso673]

I had an emergency landing on Delta years ago except the flaps WOULDN’T go down. That was a fast landing! Same deal, out of Atlanta and right back in.

[@davidgrant5066]

Great PR by Boutique Air!

[@Marcsharp82]

The Pilots did a great job, The Gate staff did a great job upon return and made it obvious the flight was cancelled. That Boutique flew the flight empty the following morning thus denying anyone their refund is genuinely shocking, Is this a common tactic with airlines? You are. Absolutely right to be angry.

[@james-5560]

They didn't, he walked out of there really quickly without speaking to them properly assuming that he would be refunded, despite the terms and conditions saying they have up to 48 hours to charter you to the destination and you aren't entitled to a refund unless they don't get you there within 48 hours. They ran another flight, he should have waited and spoken to them properly.

[@tobymcelhinney5354]

@@james-5560 They said it was cancelled though.

[@james-5560]

@@tobymcelhinney5354 The flight yes, but not the contract to get him to his destination. They had another flight next morning, but he didn't stop to speak to them or arrange anything. He walked away and that was his choice.

[@diabloii72]

@@james-5560 So what are you some PR guy with Boutique? You've made the same comment in reply to a few people on this video and it's just pathetic. If you are an employee of Boutique, you're SERIOUSLY not helping your case here. If you're not, well, then you're just a sad little man that has nothing better to do than troll youtube comment sections.

[@michailspyridakis2966]

Hi Noel, cheers for the info mate. We travel a lot with my wife and I follow your adventures very closely. So no Boutique air for us. I was actually considering flying them sometime soon but after your video it ‘ll be a no no for us too.

[@chrisbrown8748]

I love traveling but hate flying and yet I love this channel and it’s the only one in its class which I’ve subscribed to👍🏽👍🏽

[@mastersingleton]

Noel at least you landed safely without incident and hopefully you'll get another chance.

[@prkrparkerprkr]

Talk about absolutely shonky tactics and abhorrent service. What a shame. I always wanted to try Boutique Air following your videos but after seeing this, it’s a shame that their hard product doesn’t match their soft product. Cheers for the video!

[@marcturner5809]

Not out of order at all, This airline is at fault and should have refunded your money for the flight THEY cancelled. I will never fly with them and thanks to your video, will never recommend them to anyone else.

[@stephen592]

Flew with Boutique Air from DEN to a tiny town in Nebraska. Will say, surprisingly cheap, somewhere around $150 booking 2 days in advance. Did do some reading after the fact where I saw a lot of people not excited with them. Cool concept and at least got to fly on a sketchy PC12.

[@davidmalone2580]

Love 💕 the content and videos

[@Lakesider52]

Sorry Noel, but you needed to be a bit more "Josh Cahill" with your comments about Boutique Air. After your experience, they will join Egypt Air and Ryanair on my "no go" list.

[@Nadia1989]

Yeah, maybe complain via Instagram _after_ getting down the plane...

[@andersbrixserup7718]

Why Egypt Air?

[@Lakesider52]

@@andersbrixserup7718 My two experiences of flying with them have been awful. Cleanliness has always been an issue, poor I.F.E. options, fruit juice containing extreme amounts of added sugar, customer service and worst of all, the transit experience at Cairo airport. The overnight transit hotel at the airport is supposed to be rated four stars but would barely warrant two. Greeted at the boarding gate the next morning by a table piled high with everyone's passport and herded around by soldiers not averse to nudging passengers with their rifle butts. Never again.

[@eeedawg1019]

That’s a cool plane you got to ride on, but shame it couldn’t complete the flight plan. I was expecting a bumpy landing with all that rain action.

[@englishrose1122]

OMG love the humour here, especially David Walliams in character as ‘computer says no’ haa. Hope you get it sorted Noel and your lady xxxx

[@timbacchus]

Well bless their little hearts.

[@CallieMasters5000]

Definitely protest this with your credit card. You have all your proof on video.

[@jfmezei]

Contract of carriage (all airlines have it) would require airline to deliver you to destination in a timely fashion. You were told flight was cancelled and they did not offer alternative flight, did they? Did they tell you to stay at airport in case they could find you another flight? They didn't rebook you on another flight, did they? Did they contact you in middle of night to advise they had rebooked you on a new flight leaving at hh:mm? It is the airline's reponsibility to offer you an alternative to a cancelled flight. If that alternative is too late and makes you trip moot (for instance missing a 1 day conference), then you have grounds for refund even for non refundable ticket. (this wording would exist in most major carruers, not sure about that Boutique Air). But fact that they told you that flight was cancelled and did not offer an alternative and mentioned at the gate you could/would get refund puts airline on the hook. Had she offered the next day's flight and you refused, then that starts to become a grey area.

[@GeorgeAusters]

It's ALWAYS better to be safe than sorry... I've seen it so much where they continue flying and try to sort the issue in the air and then it ends up being fatal

[@JrZCarZ]

I've gotten burned from Spirit Airline before as well. They cancelled a flight on me in Feb due to a snow storm where I paid for upgrades(seat and baggage). After they cancelled, the flight was paid back but they never refunded the $90 I paid in baggage and seat fees. To this day 9 months later, I'm still beat for that money.

[@lucascalma605]

I can't believe that for the first time in your travel episode history (for me at least if that has happened before to some of you), this is the first episode of yours that needed an emergency landing later on in the flight, but thank God it's over, and at least as a passenger, I now know the drill if ever I'm on a plane, and there's an emergency landing! Better luck next time to you and Rachel!

[@steveconnors4760]

Did the airline provide notification of the flight departing at 5:30 am? Did you receive an email that the flight was considered delayed prior to the departure?

[@kdlofty]

"Private Jet" with a propeller? Lol. Nice one Noel.

[@Frenchfries12]

You are so right

[@daveandrew6703]

pro tip: always book any big purchase with your Amex. If shit hits the fan,,, dispute it with Amex. Don't even deal with the merchant.

[@johndornoff]

Sounds like Boutique Air learned from the likes of the big carriers on how to find any loophole possible to not pay back the customer.

[@dingdong2103]

They're not all the same. Once a Malev flight got delayed and they dragged me to the office by half force and gave me 400 eur cash for each of us. We got free flights for the delay basically. That left a very positive image of the airline and we were regular customers after that.

[@jonathankleinow2073]

@@dingdong2103 The EU has some very nice regulations regarding what airlines have to do in the event of cancellations and delays. Well, nice for the passengers. Not so nice for the airlines. But I don't feel too bad for them.

[@qo92]

@@jonathankleinow2073 💙 EU261

[@johnedwards5516]

It’s all about perception, looked like a cool little adventure to me

[@philippal8666]

Rach, you are BRAVE.

[@Jerseywonder56]

Really hope you get some satisfaction from this terrible company.I hope you have taken this further! That is shocking treatment from an airline, they should 100% not get away with that.

[@Pilotfarmand]

A quick notice Noel, there are most often 2 or 3 hydraulic systems onboard an aircraft, and "ground systems" and "air systems" are often on 2 seperate systems, like the B737. You also have a stby system. On the B737 you can even get the trailingedge-flaps out by using an electric system. But if the flaps locks up, and you can't do nothing about, you land with the flaps out, the biggest consern is fuel, by having the flaps out, you create more drag and hence use more fuel. Hope it clearify things. And by the way, I wouldn't call that an emergency landing, there were nowemergency, just a small problem with the flaps.

[@gangfire5932]

I've more often than not had a very bad experience trying dealing with a company's customer service via online chat -- overly flowery verbiage (TOO nice to the point of being condescending), not listening, failing to answer relevant questions/creative misunderstandings, all-too-convenient disconnects, forced/surprise/unwanted transfers, and generally giving me the bum's rush. (Recent culprits: Wargaming (publisher of *_World of Tanks_* ) and Verizon; but almost nothing but a positive experience with GEICO.) It's just as if they don't want your business. Nice video, Noel, thanks for the warning. I'll give Boutique Air a wide berth.

[@americanmultigenic]

Your "live chat" made me nostalgic -- as almost EVERYTHING does these days -- for the TWA lady agents on the telephone back in the 1980s. Even if the airline was enduring tough times, they would go the extra mile (most of them) for things like this. I might have contemplated Boutique . . . prior to seeing your video and experience. :-) Not now!