Fareportal Inc.

[redacted]
 
 
[redacted]
[redacted]
[redacted]
[redacted]   [redacted]
 
[redacted]
       [redacted] 
Dear [redacted]:
 
This...

is in response to the complaint we
received regarding the above referenced booking number.  In his complaint [redacted] is requesting a
refund for a ticket he purchased for his nephew.
 On October **, 2014, [redacted] called
our customer service department and made a round trip reservation from Istanbul,
Turkey to Phoenix, Arizonian.  The
reservation was confirmed, tickets were issued and financial confirmation was
sent to the email provided. 
 [redacted] is requesting that we
listen to the call since he stated that he was advised if he purchased the
insurance and his nephew did not receive his visa all he had to do is file a
claim  with the insurance and he would
receive a full refund.  Please understand
that not all calls are recorded. 
 I have enclosed a copy of the
confirmation email sent to [redacted] stated he had read and accepted our Terms and Conditions:
 
Fares
are not guaranteed until ticketed.Most
fares and taxes are non-refundable and service fee is non-refundable, the
tickets are non-transferable and name changes on the tickets are not permitted.All
government taxes and [redacted]’s service fees are included in the total amount
charged.Free
cancellations are permitted, if requested within four (4) hours from the time
of purchase.Tickets
may be cancelled within 24 hours from the time of purchase for a small fee.Date
and routing changes will be subject to the airlines penalties, fare difference
and our service fees. 
Also listed on his confirmation “All customers are advised to
verify travel documents (transit visa/entry visa) for the country through which
they are transiting and/or entering. Reliable information regarding
international travel can be found at [redacted] and
also with the consulate/embassy of the country(s) you are visiting or
transiting through. [redacted] will not be responsible if proper travel documents are not
available and you are denied entry or transit into a Country.
 We would like to advise the RevDex.com that on his behalf the information he provided has been
submitted to Air France refund department for consideration.  The decision to refund all or part of the
money [redacted] is seeking will be solely up to the individual airline based
on the information provided.  This
process may take the airline up to 60 days to complete their research.
 We appreciate the time and attention
your office has given this matter
 
Sincerely,
 
[redacted]
[redacted]
[redacted]

[redacted]
 
 
 
[redacted]   [redacted]
 
[redacted]
       [redacted]
 
Dear [redacted]:
 
This is
in response to the rebuttal letter we received regarding the above referenced
booking number.  In his complaint [redacted] states that he never purchased a ticket via our website. 
 As
stated a reservation was submitted by [redacted] on July, **, 2013, for a one
way reservation from San Francisco, California to Denver, Colorado.
 At that
time he could have enrolled in one of the companies that advertise on our
website such as [redacted] or [redacted], who in turn would be the ones charging
him their monthly fee.
 In
order to research his concerns [redacted] will need to contact our Billing
Department at ###-###-#### and one of our billing agents will be able to assist
him.
 We
regret any confusion encountered by [redacted] and we appreciate the time and
attention your office has given this matter. 
  
 
Sincerely,
 
[redacted]

[redacted]
 
 
[redacted]   [redacted]
 
[redacted]
        [redacted]
 
Dear [redacted]...

[redacted]:
 This
is in response to the complaint we received regarding the above referenced
booking number.  In his complaint [redacted]
is requesting a refund for a non-refundable ticket he purchased on August **,
2014.
 On
August [redacted] called out customer service department
advising that he saw that the price was less on [redacted] by $51.20 and that they
could confirm a direct flight on his return. 
Our customer service agent also offer a refund of $5.00 as a rebate
making a total refund of $56.20. The reservation was changed and the refund
processed.
 On
September [redacted] we were advised by his credit card company that [redacted] has filed a dispute in the amount of $2,324.47.   Please understand that we were not investigating
his claim, this process was being handled by his credit card company and they are
the ones who will determine the outcome.
 Based
on the information [redacted] provided his credit card company has completed
their research, and determined that out of the $2,324.47 only $1,067.71 was
eligible for refund.
 We
regret any confusion or frustrations [redacted] encountered but no further
refund will be offered since his credit card has determined that the remaining
$1,256.76 to be a valid charge. 
 We
appreciate the time and attention your office has given to this matter.
 
 Sincerely,
  
 [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
[Your Answer Here]
I have spoken to the Airline - [redacted] airways representatives have assured me that the tickets purchased by [redacted] are OPEN tickets and not BULK tickets. What this means is that as open tickets ARE INDEED refundable. When I explained my situation to [redacted] and asked why my refund wasn't complete I was told that [redacted] has to request the refund since they purchased it on my behalf then charged my credit card for it.  [redacted] for whatever reason has not followed up with [redacted] for a refund which would then mean a refund for me.
[redacted] seems to be purposely holding on to my money!
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[I have not received my refund money from any of the airlines [redacted] is blaming, nor I have not received any written  proof [redacted] has sent to either American Airlines or Air Berlin to refund my money. I spoke with other travel agents and their response was [redacted] is responsible.  As I said before [redacted] need to refund my money and they can in turn wait for AA or AB to refund them.  It has been 7 months now and I am still waiting to see my refund.  Please keep this file open until such time that someone send me the full refund.  We bought travel insurance thru [redacted] and they even blamed the travel agency, the travel insurance did not refund our fee. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
       [redacted]
Dear [redacted]:
This is in response to the complaint received regarding the...

above referenced Booking Number.
[redacted] has mentioned several reasons for writing this complaint to the Revdex.com.  The main points he makes are:
He arrived at Ft. Lauderdale airport at 7:37pm, but the Spirit Airline Gate  Agent marked him as checking in at 8:17pm
The Gate Agent argued with him rudely for 30 minutes refusing to let him board while the plane was still at the gate
He was eventually denied boarding with no offer of an alternate flight
[redacted] called Spirit Airlines 19 times but was offered no assistance to his satisfaction
He was told by a Spirit Agent representative he had to buy a one way ticket to Chicago for $256.00 to prevent him from losing his return flight altogether
[redacted] was again denied boarding in Chicago on the return by a different Spirit Airline Gate Agent, who threatened to call the police on him if he didn’t leave the airport
[redacted] has made it clear in this complaint that his issues began with the discrepancy of his arrival time at Ft. Lauderdale Airport and consequently being denied boarding by a Spirit Airline Gate Agent.
Fareportal is not mentioned in this complaint, nor is there any mention of this issue being caused or being aggravated by Fareportal or any of its employees.
We are always available to assist our clients with any issues they have before, during and after travel and would be willing to advocate for [redacted] in this case once we have all the details.  However, we are asking that the complaint itself be removed from Fareportal’s profile as it seems clear these issues were not related to Fareportal in anyway.
We appreciate the time and attention your office has given to this matter.
Sincerely,
[redacted] [redacted]

[redacted]
 
  
[redacted]   [redacted]
 
[redacted]
       [redacted]
 
Dear [redacted]:
 
This is
in response to the rebuttal we received regarding the above referenced booking
number.  In his rebuttal [redacted] is
requesting updated information regarding the refund for his sister’s
ticket. 
 Please
see the attached  screenshot of our
Refund Page below, showing the amount requested for the refund, the date of the
request and the Processor Approval Code showing the dollar amount to be removed
from our bank, Chase Manhattan
 The
credit may take up to 14 business days to appear on his credit card
statement.  If this refund does not
appear in the time advised he may want to check with his bank as to the delay.
 We regret
any confusion or frustration [redacted] encountered and appreciate the time and
attention your office has given to this matter.
 
Sincerely,
 
 
[redacted]

December*, 2014
 
 
Revdex.com[redacted]   [redacted]
  
RE: [redacted]/Case [redacted]       Booking number [redacted] 
Dear...

[redacted]:
 This
is in response to the complaint we received regarding the above referenced
booking number.  In her complaint [redacted]
wants to utilize her credit or receive a full refund.  
 We
would like to advise the Revdex.com that [redacted] has been in
contacted by [redacted] regarding her concerns.   [redacted] was informed that she has $1350.10 in credit with our company
to use toward any flight offered on our website. No penalties will be paid at
the time of booking since it has already been deducted from the figure shown. She
will be responsible for any amount over the credit amount. No refund will be
offered if the amount of the new reservation is less.  Travel must be completed by November**, 2015.
When [redacted] is ready to book a new reservation she needs to contact [redacted] at the phone number that was provided. 
We
appreciate the time and attention your office has given this matter.  I am requesting that this complaint be closed
and not counted against us based on the above information.
  
Sincerely,
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
 
Credit is a credit and I should be able to use the full amount by the deadline given 11/**/2015.  They can't tell me it's one time use. 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

[redacted]
 
 
[redacted]   [redacted]
 
[redacted]
        [redacted] 
Dear [redacted]:...


 
This
is in response to the complaint we received regarding the above reservation.  In his complaint [redacted] is requesting that
we honor the rate he requested but could not be confirmed.
 It
might help to explain a little how we work. 
We are a travel agency, simply stated we are agents for the
airlines.  We do not create the airfare,
the schedules or have any control over airfare or schedule changes.  As we allow clients to access hundreds of
thousands of flights and fares, so does every other on-line travel agency
worldwide.  Basically, this means that
anyone with a smart phone or internet connection has access to these flights
and therefore seats and airfares can sell out quickly and it may take the
airline anywhere from 24 hours to several days to update their availability on
sold out fares and flights.
 When
a reservation is made with us, a request is then sent to the airline in
question to either confirm the flights at the rate requested within 3 business
days.  In very rare cases, a request can
come back denied by the airline.  At this
point we send the client an e-mail making the client aware that the fare could
not be confirmed by the airline.
 New
flight options were offered but declined by [redacted].
 We
regret any confusion encountered by [redacted] and appreciate the time and
attention your office has given this matter. 
 
Sincerely,
 
[redacted]

[redacted]
  
[redacted]
[redacted]
[redacted]
[redacted]   [redacted]
 
[redacted]
        [redacted]
 
Dear [redacted]:
 This
is in response to the rebuttal we received regarding the above referenced
booking number.  In her rebuttal [redacted]
is requesting a full refund for the above reservation.
 We
would like to advise the Revdex.com that a refund request has been
submitted to our Accounts Payable Department in the amount of $403.80.
 The
refund will either be processed back to the original credit card used or in the
form of a check.  If by check it will be
sent to:
 
[redacted]
[redacted]
[redacted]
 
We
regret any confusion or frustrations [redacted] encountered and she been advised
that this process may take up to 30 days. 
 We
appreciate the time and attention your office has given to this matter.
 
Sincerely,
 
[redacted]
[redacted]
[redacted]

[redacted]
 
 [redacted]
[redacted]
[redacted]
[redacted]   [redacted]
 
[redacted]
        [redacted]
 
Dear [redacted]:
 This
is in response...

to the complaint we received regarding the above referenced
booking number.  In his complaint [redacted] is requesting a refund for non-refundable tickets he purchased via our online
website since the event he was traveling for has been cancelled.
 In
his complaint [redacted] states that around 1:30pm on August **, 2014, that
while trying to book his reservation online he contacted our customer service
department and one of our agents assisted him in completing his request. 
 Based
on this information we have checked and could not locate the call so there is
no way that what he stated in his complaint can be verified.
 Since
[redacted] elected to purchase his ticket online at that point he
agreed to our Terms and Conditions that “Most of our
airline tickets are 100% non-refundable”. 
 Please
understand that each airline sets their own policies and that we at
[redacted] are not authorized to waive or ignore any airline’s rules or restrictions. 
 Once
this information was provided to [redacted] he elected to contact US
Airways requesting a refund.  As stated
his request was denied by the airline but they did offer him a credit for
future travel.
 We
regret any confusion encountered by [redacted] but at this time no
refund will be offered.  If he has any additional
information that may be forwarded to the airline that may change their decision
please advise him to send this information directly me at the address listed
below.
 We
appreciate the time and attention your office has given this matter. 
 
Sincerely,
 
[redacted]
[redacted]
[redacted]

[redacted]
 
[redacted]   [redacted]
 
 [redacted]
        [redacted]
 
Dear [redacted]:
 This
is in...

response to the complaint we received regarding the above reservation.  In her complaint [redacted] is requesting that
she be allowed to change her reservation at no cost since she purchased
insurance. 
 Prior
to submitting her reservation [redacted] stated that she had read and understood
our Terms and Conditions.  Listed in our
Terms and Condition “All airline tickets are 100%
non-refundable and non-transferable. If you wish to exchange the tickets for new dates or routing any
and all changes made to the itinerary
are restricted and subject to the airlines fare rules. 
 Listed
under what reasons can I cancel or interrupt my trip.
“You can cancel or interrupt your trip for covered reasons only. Examples of
covered reasons for trip cancellation/interruption include illness, injury or
death of you, a family member or traveling companion; supplier cancellations
due to a strike; traffic accident en route to departure; a documented theft of
passports or visas; a Terrorist Act; and your home made uninhabitable by fire,
flood, hurricane or natural disaster”.
 On October [redacted], when [redacted] called our customer
service department requesting that she be allowed to change her is
reservation.  She was advised that in
order to change her reservation she would be subject to the airline change
penalty and any fare difference.  In the
travel industry this is called a voluntary change, which is not covered under
the in the Travel Protection Insurance she purchased.
 We
regret any confusion or frustrations [redacted] experienced but any changes to
her reservation will be subject to all airline rules and restrictions since we
are not allowed to waive or ignore any airline policy.
  We appreciate the time and attention your
office has given this matter. 
 
Sincerely,
 
 
[redacted]

[redacted]
 
[redacted]
[redacted]
[redacted]
[redacted]   [redacted]
  
[redacted]
       [redacted]
           
Dear [redacted]:
 This is
in response to the rebuttal we received regarding the above referenced booking
number.  In his complaint [redacted]
is requesting compensation due to incorrect information given by a Lufthansa
Airlines’ representative.
 As
states in our original letter the reason [redacted] missed her departure
flight out of London Heathrow was due to the incorrect information she received
from the Lufthansa Airlines’ representative.
 I have
enclosed what we called a “Copied Payment” which is captured prior to [redacted] submitting the reservation for his daughter.  As you can see he was advised that the flight
departing from London Heathrow would be by United Airlines.  We also advised that the flight would depart
from terminal two (2).
 Per our
records a request was submitted to the airline for a kosher meal.  
 Again
we regret any confusion or frustrations his daughter encountered, for any
compensation [redacted] will need to contact the airline directly for any
compensation.
 We
appreciate the time and attention your office has given to this matter.
 
 Sincerely,
 
 [redacted]
[redacted]
[redacted]

January **, 2015
 
Revdex.com[redacted]   [redacted]
 
RE: [redacted]/Case [redacted]       Booking Number [redacted]
 
Dear [redacted]:
 
This...

is in response to the
complaint we received regarding the above referenced booking number.  In his complaint [redacted] is requesting a
refund of 65.00CAD due to our Best Price Guarantee.  
 Please see the screenshot of
our Refund Page attached, showing the amount requested for the refund, the date
of the request and the Processor Approval Code showing the dollar amount to be
removed from our bank, [redacted]
  The credit may take up to 14
business days to appear on his credit card statement. 
 We appreciate the time and
attention your office has given this matter
 
Sincerely,
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
There was a major issue in my complaint that was not addressed in their response. When I called this business, they claimed they had no records of my business transaction. I gave them my first and last name, and the representative said he couldn't help me until I gave him my credit card number. I wasn't about to give them my credit card number since I didn't know who/what the business was and whether or not they were legitimate.So here is my revised complaint: This business charged me $16.99/month for six months, and still didn't have record of my name in their system when I called them to resolve the issue. They claimed to need my credit card number just to find my record. Then when I complained to the Revdex.com, they had no trouble finding my name and record in their system without knowing my credit card number.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
 
 
[redacted]
[redacted]
[redacted]
[redacted]   [redacted]
 
[redacted]
       [redacted]
          
Dear...

[redacted]:
 This
is in response to the complaint we received regarding the above referenced
booking number.  In his complaint [redacted]
is requesting compensation due to incorrect information given by a Lufthansa
Airlines’ representative.
 We
regret any confusion or frustrations that [redacted] encountered as describe
in the complaint.  We at [redacted]
endeavor to provide information to our clients to prevent any unforeseen or unexpected
situations that may interrupt their travel.
 Please
understand at no time did [redacted] provide incorrect information.  As stated it was the information provided by
Lufthansa that caused his daughter to miss her flight and any additional
expenses.
 Per
our Terms and Conditions, “Please note that your meal
and other special requests are requests only. 
All requests should be verified with the airline.  We also do not guarantee that your meal
request will be confirmed by the airline”.
 Again
we regret any confusion or frustrations his daughter encountered, for any
compensation [redacted] will need to contact Lufthansa Airlines directly.
 We
appreciate the time and attention your office has given to this matter.
  
Sincerely,
 
 [redacted]
[redacted]
[redacted]

[redacted]
 
[redacted]   [redacted]
 
[redacted]
       [redacted]
 
Dear [redacted]:
 This is in response...

to
the complaint we received regarding the above referenced booking number.  In his complaint [redacted] is requesting
that he be allowed to change his reservation at no cost since he requested the
wrong travel date.
 Please see the search
option for [redacted].
 
Search details of the client are as follows[redacted] ** [redacted]
Once the
reservation was confirmed and his ticket issued an email confirmation was sent
which also confirmed his request to depart Houston, Texas on November **, 2014.
 Please
understand we do not set airline policies therefore we are not authorized to
waive or ignore any rules set by the individual airlines, so if [redacted] wants
to change his reservation he will be subject to all any airline exchange
penalties and fare difference.
 We appreciate the time
and attention your office has given this matter
 
Sincerely,
 
[redacted]

[redacted]
 
 
[redacted]
[redacted]
[redacted]
[redacted]   [redacted]
 
[redacted]
        [redacted]
 
Dear [redacted]:
 
This
is in...

response to the complaint we received regarding the above referenced
booking number.  In her complaint [redacted]
states that she has not received her refund.  
 Please
see attached screenshot of our Refund Page below, showing the amount requested
for the refund, the date of the request and the Processor Approval Code showing
the dollar amount to be removed from our bank, [redacted].
 The
credit may take up to 14 business days to appear on her credit card
statement.  If this refund does not
appear in the time advised she may want to check with her bank as to the delay.
 We
regret any confusion or frustration [redacted] encountered and appreciate the
time and attention your office has given to this matter.
 Sincerely,
  
[redacted]
[redacted]
[redacted]