Wholesale Travel Center, Inc

Dear Revdex.com,
There has not been any further action on this case since we last communicated. The Wholesale Travel Center, Inc still owe me $30 and they did not reimburse me with the fare difference. Thanks for your concern and I do hope to from the merchant soon.
Best,
**

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  Attached is the email from your company stating it is a credit.  Honor what you said.  Do not play games.  I'm tired of this.
Regards,
[redacted]

Dear Revdex.com,
Please forward the below response to our Customer as we are still investigating the issue with Airline.
Thank you,
AJ K[redacted]
Dear Customer,
I have sent this to ** for further clarification. I will reply to you once we receive a reply from them....


Note: Pending
 Thank you,
AJ K[redacted]
Customer care Supervisor

Dear Revdex.com,
Please forward the below reply to our customer:
Dear Customer,
Thank you for informing me of your complaint.  I have received your complaint and Airfare.com understands that unexpected situations may come up to where your travel plans must be changed. We’re...

sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. As per our record we never received any request from you to cancel or to change your flight. You did not send us anything in writing and there is nothing can be done. The reservation was never cancelled and you were-No-show at the time of travel and the entire ticket has no value anymore. If you did purchased travel insurance you may contact them. Your ticket has no value and you will not get any refund. The ticket  you have booked was completely non-refundable. In the terms and conditions it says that if Airfare.com is able to get a waiver from Airline then the minimum refund fee will be $450.00. In your case the Airline did not provide us any waiver and we have informed you that your ticket is non-refundable regardless of the fees. The ticket was changeable in future. No-show means no value and you have lost the value. Please let me know if you have any other concern.
Thank you,
[redacted]

Dear Revdex.com,
Please forward the below response to our customer.
Dear Customer,
We have already sent more than 5 requests to Airline to refund the unused taxes on the return portion on your Airline ticket. We have no way to calculate the taxes on the return portion. There is nothing we can do from our side as the ticket is under Airline control. You can follow up with Airline until they process it.
Thank you,
AJ K[redacted]/Customer Care Supervisor

Regarding CASE# [redacted], we have already addressed this matter back in 25 Sept 2014. We have corrected the name for FREE as per his request. Please close this case as resolved.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Their allegations that I refused to pay are false.  
 
In addition, I was given no indication that my travel tickets had an expiration date.  The company attempted to rebook my flights in October 2013; yet in February 2014 they asserted the tickets expired in September 2013.  It seems unlikely that they would honor tickets they deemed expired.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
The following is stated on your website under rules and regulations regarding your cancellation policy. Cancellation Policy:

You can cancel your reservation up until 11:59 pm Eastern
Time (North America) on the same day you booked without penalty. After
that the ticket is non-refundable, if [redacted].com is able to obtain a
waiver from the Airline to allow a refund, there will be a minimum of
$450.00 fee per ticket and will apply upfront.[redacted].com understands that unexpected situations may come up to where your travel
plans must be changed. If you need to make a change request please do so before
the first travel date has passed. Due to the higher than normal rules and restrictions
on our tickets, the ticket(s) you are purchasing are completely NON-REFUNDABLE.
If you cancel you will not receive any money back.

You may be eligible to apply part of your ticket price towards future travel (for
a limited time, usually a year ticket expiration varies).

Sometimes, the airlines will allow these highly restricted tickets to be refunded.
Please understand that in order for these highly restrictive tickets to be refunded
the airline does charge a service fee of a minimum of $450.00. If during your cancellation
request we discover that a refund will be allowed a processing fee will be incurred.
(Processing fee will be determined by agents and validating airline.)


Please note: Partially un-used tickets are non-transferable, changeable or refundable.
The above information is false and a misrepresentation of what [redacted].com actually does. [redacted].com DOES NOT contact the airline to see if the ticket can be cancelled. You contact a CONSOLIDATOR, which is NOT affiliated with the airliner. Your policy is a misrepresentation of what you actually do. This became apparent when I first tried to change the dates of the flights. A [redacted] representative stated that as long as a new ticket was purchased within a calendar year of the original purchase date you could change dates--eve if the new return date exceeded the calendar year. [redacted].com claims that it contacts the airline but it does not. If [redacted].com did contact the airline, the new ticket dates would have been fine according to [redacted]'s policy. Moreover, when I asked a [redacted] representative, they stated that they are not contacted by third parties.Moreover, while your regulations state that the tickets are NON-REFUNDABLE, you also sate that if a waiver can be acquired from the airline the tickets may be refundable (with a service fee of $450). But again, you do not contact the airliner.  I was willing to pay the $350 to change the flight dates but after I was told by an [redacted].com representative that [redacted] would not allow the new dates I knew this was not true. Therefore, I simply decided to try to cancel the flight and pay the $450. I would be fine if [redacted].com provides written correspondence/s and/or verification (via email or letter) showing that they actually contacted [redacted] Airlines as they claim they do (and did). If this issue is not fairly resolved I will also be writing formal letters to both [redacted] as well as [redacted].
Regards,
[redacted]

Dear Revdex.com,
Please forward the below response to our customer.
Thank you,
AJ K[redacted]
Customer Care Supervisor
 
Dear Customer,
As per our record the refund of $300.00 was processed on 21 August 2014 to the same card we had on file....

Please check your account and you should see the refund.
If you have any other concern, please let us know.
Thank you,
AJ K[redacted]
Customer Care Supervisor

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
We never even received physical tickets. We couldn't even  be checked in AT ALL. There were ticket numbers on an email that was sent to us and that was it. [redacted] Airlines could not find anything existing under our flight info.  They referred us to call [redacted] Airways,  they even gave me the number to call. And doing so we missed our flight. We arrived at two hours prior to boarding and we were on hold for almost two hours because we were transferred so many times.  It was absurd.  Once it was 8:00am and we knew that we missed our flight we got  back in the [redacted] Airlines line and the service rep told us it didn't matter, because the flight was totally booked. So if we had 'valid' tickets how does that happen? How is a plane that we were supposed to be on be sold out and totally booked? ** said there was a connecting flight in the next hour, but they couldn't put us on that flight, because our tickets were a part of a package deal. So we called [redacted] Airways again and they said there was nothing that they could do. They said that our itinerary had been deleted since we were 'no shows' and that they couldn't do anything. So then we called our insurance company any they told us to file a claim when we got home.
This is so sad and so ridiculous. Someone needs to be held accountable for this mess!
Regards,
[redacted] We do not issue invalid tickets at all.  We are not responsible for arriving late or not putting on the flight. Once again, airline already issued refund on the taxes/fees to the original form of payment. We no longer have access on your tickets. The status of the ticket is been controlled by the airline.

Dear Revdex.com,
10pt">Please forward the below response to our customer.
Thank you,
AJ K[redacted]
Customer Care Supervisor
Dear Customer,
Thank you for notifying me of your complaint. We strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to know.
We’re sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. I have received your complaint and I can totally understand your frustration.
We have already issued the refund for those extra charges which one processed by the Airline an error. We have already informed you as well that it will take time in order to see the refund in your account.
If you have any other concern, please let me know.
Thank you,
AJ K[redacted]
Customer Care Supervisor

Dear Revdex.com,
Please forward the below response to our customer.
color="#000000">We’re regretful that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. We have received your complaint in reference to booking [redacted]. I have fixed the issue and now you can login on [redacted].com website by entering their booking number [redacted] and your last name. If you have any other concern, please contact us.  
 
Thank you,
[redacted]
Customer Care Supervisor

Dear Revdex.com,
Please forward the below response to our customer.
Thank you,
 
Dear Customer,
The reason we had to collect the fees to correct the name was due to you called us on 28 July 2014 and we were not able to fix it for free. If you could called us before 11:30pm on July 26, 2014 we could have fix it with no additional charge. The mistake that happed on our side was possible to correct it with the time frame we had on the ticket. As per our record the tickets are flown and return is open for Dec 23, 2014.
If you have any other concern, please contact us.
Thank you,
AJ K[redacted]
Customer Care Supervisor

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
the only # I have as some sort of booking # is [redacted]. Other #s [redacted]. [redacted], [redacted],  [redacted] are my ticket #s they gave me. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Dear Revdex.com,
 
Please forward the below response to our customer.
 
Thank you,
 
 
Dear Customer,
The below refund was processed in FULL. We have waived all the services fees. 
Refund Amount: $1477.99
Refund Date: June 02, 2015
Credit Card Number: AMEXXXXXXXXX1009
Please close this case as satisfactory. 
Thank you,
AJ K[redacted] 
Customer Care Supervisor

Dear Revdex.com,
Please forward the below reply to our customer:
Dear Customer,
Thank you for informing me of your complaint. We strive to provide you with the finest possible service, and when you feel that it fails to...

meet your expectations, it’s important for us to know.
I have received your complaint and Airfare.com understands that unexpected situations may come up to where your travel plans must be cancelled or changed for later date. We’re sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. In order to work on your booking you must send us the online change request and we will look into it and will get to you once we find out if there are any availability.
Thank you,
[redacted]
Customer Care Supervisor

Dear Revdex.com,
Please forward the below response to our customer. 
Thank you,
Dear Customer,
Thank you for notifying us of your complaint. We strive to provide you with the best...

possible service, and when you feel that it fails to meet your expectations, it’s important for us to know. We’re sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. I have received your complaint and I can totally understand your frustration. In order to find a solution to your concern, we need the booking number. I have looked by your name, email address and we were not able to located the booking number. Could you please provide us the booking number? I will assure you that once I look into it, I will find a solution. 
Thank you,
AJ K[redacted] 
Customer Care Supervisor

Dear Revdex.com,
Please forward the below response to our client.
Thank  you,
WTC/Airfare.com Team Member.
Dear Customer,
Thank you for notifying us of your complaint. We strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to know.
We’re sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. I have received your complaint and I can totally understand your frustration. If you have the booking number please provide to us so we can reply to you accordingly.
Thank you,
AJ K[redacted]
Customer Care Supervisor

Dear...

Customer,
Thank you for notifying us of your complaint. We strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to know.
As per our record we have charged you total of $725.00. ($350.00 change fee plus difference in fare of $375.00). Please send us the copy of the transaction that you were charged more than what you agreed. We will look into it and will get back to you soon.
Thank you,
AJ K[redacted]/Customer Care Supervisor
Proposals
Proposal Date
New Confirmation
Change Fees
Different In Fares
PAX PAID
Proposal Status
Action Date
Admin
9/18/2014 8:28:20 AM
[redacted]
350.00
375.00
725.00
Accepted
9/18/2014 1:09:30 PM
[redacted]
Required Itinerary
Request Date
Departure from
Going to
Return from
Return to
Departure Date
Return Date
Trip Type
9/18/2014 2:03:02 AM
SEA
CSX
CSX
SEA
11/26/2014
12/14/2014
Round

color="#000000">Dear Revdex.com,
Please forward the below response to our client.
Thank  you,
WTC/[redacted].com Team Member.
Dear Customer,
Thank you for notifying us of your complaint. We strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to know.
We’re sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. I have received your complaint and we can totally understand your frustration with a few of our policies.
[redacted].com is a wholesale operator; this is like buying in bulk. We are imposing the rules that you agreed to when you booked on Kayak.com. [redacted].com is a partner with Kayak.com and has highly discounted tickets; these tickets come with higher than normal rules and restrictions.
I would like to explain to you our Change Policy: Please read it below.
Please see the change policy below:
Change Policy
Any changes to your reservation will require the payment of up to $350 per ticket plus the difference in fare. Only the time and date of travel can be changed before the start of travel; the routing of travel cannot.
These highly discounted tickets are subject to the airlines bulk penalty fee which will be $200.00 domestic tickets and $350.00 for international tickets. Additionally, if the new tickets cost more than the original tickets you must pay the difference. If the new tickets are less than the original, the airline will not credit the difference.
Please understand when making changes to your reservation you must travel on the same airline.
Domestic:
Change must be done before first date of travel. Change fee is $200.00 + any difference in fare. [redacted]Reservation is non-re-rout able and non-changeable. [redacted]
International:
Change must be done before the first date of travel. Change fee is $350.00 + any difference in fare. [redacted]Reservation is non-re-rout able and non-transferable. [redacted] (It means that a travel credit can only be used to the SAME DESTINATION) [redacted].com makes it a point to follow all rules and restrictions from all associated travel agencies, airlines and governing bodies.
With that being said there are different rules that are associated with every ticket. These highly discounted tickets are subject to the airlines bulk penalty fee which will be $200 domestic tickets and $350 or international tickets. Additionally, if the new tickets cost more than the original tickets you must pay the difference. We as [redacted].com do not compare the difference in fare via Online or Airline’s website. If the new tickets are less than the original, the airline will not credit the difference.
I really do apologize about this situation and hope this sheds some light on the matter because we are not trying to cheat, and/or mistreat anyone. We are simply providing a service and as everyone knows rules and restrictions do apply. They are on our website for everyone to see. Again I hope this clears things up.
As part of Our Customer Commitment, our goal is to create the highest level of customer satisfaction within the Travel Agency industry. We very much appreciate your understanding.
Thank you again for bringing this matter to my attention.
If you have any other concern, please contact us at CS@[redacted].com or at ###-###-####.
Thank you, AJ K[redacted]Customer Care Supervisor