Wholesale Travel Center, Inc

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 Complaint: [redacted]
I am rejecting this response because: The airline has no information on who authorized this refund. I finally received and email back from them. I forwarded all emails for them to conduct an investigation
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]
I am rejecting this response because:
 
To Whom it May Concern,
 
I appreciate that Airfare.com has responded to my complaint.  However, I disagree with their account of what happened.  It is false that I received a cancellation notice from them, explaining that I would not be charged for the flights I had booked.  I only received something after insisting that one of their representatives provide something in writing stating exactly this.  And that wasn't even a proper communication.  It is also false that [redacted] cancelled the flight.  I called [redacted] that morning for details on this, and they said that the flights were still open and had seats available.  I actually booked the same flights directly with [redacted] with no problem, and have completed that trip.  Finally, it is true that as of my last statement I was not charged anything from Airfare.com, but given the interactions I have had with them, I do not attribute this to their honesty, but to the protection I requested and received from [redacted] after contacting them the day in question to block any charges from Airfare.com.
 
Sincerely,
[redacted]

Dear Revdex.com,
face="Calibri">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 with a few of our policies.
We have a very clear policy for changes and cancellation on the website where you agreed to them and you proceed to book the ticket. If you did not agree to those terms and conditions, the booking will not be completed it. Below are the rules and as per our records you have agreed to them.
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.
Cancellation Policy
You can cancel your reservation up until 11:30 pm Eastern Time (North America) on the same day you booked without penalty. After that the ticket is non-refundable, if Airfare.com at its discretion allows a refund, there will be a $450 fee per ticket.
When you contacted us we have informed you that your ticket is 100% non-refundable. We will send a request to Airline to see if there is any way to refund the taxes. Airline has not replied to our request and if you do want us to try one more time to send a request to Airline for requesting a refund on the taxes, please contact us by email at [email protected].  Please see the attach file that shows you were aware of the terms and conditions.
If you have any other concern, please let us know.
Thank you,
AJ K[redacted]
Customer Care Supervisor

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 Complaint: [redacted]
I am rejecting this response because:  The "taxes and fees" amount is fraudulent.  You charge this as a "travel agency fee".  The price of the ticket was far less than the amount that was billed.  This is deceptive consumer practices that is illegal. 
Regards,
[redacted]

Dear Revdex.com,
face="Calibri">Please forward the below response to our customer.
Thank you,
AJ K[redacted]
Dear Customer,
I want to express my deepest apologize for the experience you have had with us.
Here is the exact fare rule:
 
ORIGINATING THE UNITED STATES - CANCELLATIONS ANY TIME TICKET IS NON-REFUNDABLE IN CASE OF CANCEL/NO-SHOW/ REFUND.
 
If tickets are non-refundable how we can issue a refund? We have already informed you that only change is possible and it must be done before departure by at least 72 hours prior.
We have tried to reach you to discuss this, but we were not able to reach you. If you would like to change the dates, you must send us the online change request by going to our website at www.Airfare.com and click on tab says changes by email.
 
If you have any questions feel free to email us at [email protected] and we will happy to assist.
Thank you,
AJ K[redacted]/Customer Care Supervisor

Dear Revdex.com,
Please forward the below response to our customer. 
Thank you,
AJ...

K[redacted] 
Booking Details: 
 


 


Old Ticket #


Dep. Date


Return
Date


Ticket Amount


Date of issue


 


 


 [redacted]


12/22/2015 01:40 PM


01/03/2016 03:35 PM


$1028.58
USD


07OCT15


 


 


[redacted]


12/22/2015 01:40 PM


12/22/2015 01:40 PM


$1028.58
USD


07OCT15


 
Please be advised that we clearly stated in the terms and
condition that there will be normal change fee of $350.00 plus any difference
in fare PER PASSENGER. As per you and your wife’s request we booked you on the
dates requested. We sent you the new flights with the total amount due including $700.00
in change fees alone, in writing; to both you and your wife’s email
addresses explaining clearly that in order “TO” change the date, it
would cost you a total of $3,228.70 additionally (See the proof as attached).
We would never give any amount to your wife or anyone else over
the phone; all requests must be submitted in writing and once given a quote,
the quote must be accepted on our website or no changes will be made. To
resolve this issue, please contact [redacted] to have them remove the
dispute as we have all the proof in writing.  
 
Description:
Please
be advised that cardhodlerhas
purchased  two ticketson [redacted] Airlines, through www.[redacted].com a business partner of 
www.airfare.com on 10/06/2015 at   06:56 PM. Travelling from JFK-John F Kennedy, New York, USA, to TLV-Ben Gurio Intl, Telaviv Yafo, Israel. The
total price for this booking including all taxes and fees was offered on our
website for $2057.16 USD.
These
tickets were issued as electronic tickets. Booking was processed after all
verification met with the cardholder had provided to us while booking the
ticket, as per the company’s requirement. It
was an ONLINE purchase.
 Following Information were
verified and received accordingly before releasing the electronic ticket.
 
Bank Verification: [redacted] online
verification system:
Soon after we received the
booking one of our representatives log in [redacted] online verification
service to verifying his/her name, billing address. The Online verification
service verified all the information which confirmed that it was a valid card
which the card holder used to purchase the airline tickets for the total cost
of 2057.16 USD. Such verification is
done to avoid any unauthorized activity towards the card. Following information
was verified.
 
Name of the Card Company: [redacted] (Verified)
Name of the Cardholder: (Verified)
Billing Address: (Verified)
 
AVS Status:
·        
07Oct
12:30AM Verified With Bank Card is OK
·        
07Oct
12:30AM Name verified, Address verified, Zip verified
·        
07Oct
12:30AM Verification was completed by receiving the correct amount of $3.66 USD
by verifying the cardholder’s identity.
 
Electronic Ticket Confirmation:
After the above verification
was done, these tickets were issued an electronic tickets and sent accordingly
to his/her verified personal email ID, the same email address from which he/she
send the authorization email for acceptance of the charge and also was given at
the time of booking the flights.
 
Date Change
request: 
On December 03, 2015 change
request received from cardholder/ passenger. We have been checking with the
airlines and updating passenger regarding the changes. After checking with
airlines we offered her the date change fee $350.00 USD and $2528.70 USD
difference in fare per passenger, total charges were $3228.70 as fare and tax
differences between the old and new ticket. He/she AGREED to this and we
emailed her confirmation to the new changes. (Copy attached) This is the additional charge in order to do the exchange.  The passenger also USED the new ticket. 
 
Note:
As per our record these tickets were exchange for the (return portion)
as per the cardholder request and he/she accepted our proposal online with
additional cost of $3228.70 USD. Cardholder is fully aware about the charges. Please
see the attach file as a proof.
 
KINDLY FIND THE FOLLOWING
ITEMS BEING ATTACHED FOR PROOF OF THE PURCHASE.
 Ticket Number and copy of the ticket status ( New ticket)
3)      Change request and acceptance of change proposal 
4)      Charge Authorization and rules acceptance
6)     
Rules & Regulation
Sincerely
 
AJ
K[redacted]
Manager
of Charge back and dispute department.

Dear Revdex.com,
Please forward the below response to our customer:
 
Dear Mr. Matt,
The reason I said we never received any request is that you send us an empty form and  you did not provide us the new dates to change your existing ticket. Please look at the form you send it and its completely empty. The reason we were not able to accept your offer of $450.00 was because your ticket is Non-refundable and if its non-refundable we cannot get a waiver to refund it. Most of the tickets are non-refundable, but sometimes some tickets are refundable and there is high penalties. In your case your ticket is 100% non-refundable and you did not send us the new dates so you were no-show and as per the fare rules on your airline ticket your ticket has no value. If you read it again, it says "If" Airfare.com is able, but we were not able to get a waiver. Even if we give you the option to cancel your booking you will not get any refund as the rules says anytime cancellation ticket is non-refundable. We do apologize for any level of customer services you have received.
Thank you,
[redacted]/Customer Services Supervisor

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 Complaint: [redacted]
I am rejecting this response because:
The itinerary from your company did not include any information regarding an expiration date.  I have attached a copy of the original itinerary for your review.
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]
I am rejecting this response because:
I would be very interested to listen to the call between myself and your customer service agent. Why would they claim that the value of the change fee would raise from $150 to $350 if I did not make the change immediately? But as soon as I spoke to a 'manager' he was able to approve it for $150? Sounds really legitimate. 
Also, how did you notice that my name was incorrect? You called me to inform me that you 'suspected' my name was incorrect, how did you come to this conclusion? Why did you wait until the next day to call after the deadline passed? If you have the technology to to determine that my name is incorrect why did it take you over 24 hours? Why was your customer service agent so hostile? 
These are the main reasons that I am unsatisfied. I find it the entire method that you chose to solve this issue extremely unprofessional and frankly very shady. 
Regards,
[redacted]

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. Please see the below exact language stated in our terms and conditions regarding charging upfront.
Cancellation Policy:
If Airfare.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.
We did state in our terms and conditions already that fees will apply upfront. Please send us the required documents to our refund department to process the refund you are waiting. Unfortunately we cannot deduct the fees from the total amount due to the type of the ticket you have purchased.
If you have any other concern, please contact us by sending us an email to our customer services email address only.
Thank you,
AJ K[redacted]/Customer Care Supervisor

Dear Revdex.com,
Please forward this request to our customer as we finally were able to solve the issue.
Dear Customer,
We have received the cancellation request from  you and your refund is in the process. Please allow 2-3 weeks for the refund to be appear in your...

account.
If you did not get the refund, please contact us.
Thank you,
[redacted]/Customer Care Supervisor

Dear Revdex.com,
Please forward this reply to our customer.
 
Dear Customer,
Thank you for informing me of your complaint.  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 you booked the ticket on [redacted].com for total amount of $2871.10 USD and we have charged your card in the following way:
Ticket Amount: $2197.10
Taxes/Fees: $674.00
Subtotal: $2871.10, before you contact us or your bank  you should have checked your account to see if we charged you extra or no. We also stated in the itinerary that your credit card may show one or more charges with total of $2871.10. Please see below the exact copy from the booking below: 69 RII [redacted] YOUR CREDIT CARD MAY SHOW ONE OR MORE CHARGES 70 RII [redacted] WITH A TOTAL PRICE OF USD 2871.1 [redacted]
Price
Tickets
Base Fare
Taxes & Carrier Surcharges
Total
 
1 adult
$2197.10
$674.00
$2871.10
 
Grand Total
$2871.10
USD
All prices in USD
Additional baggage fees and options service fees may apply
 
If you have proof that we have charged more than what you have agreed then can you sent us the proof. We did not charge you more than what you have agreed online.
 
Thank you,
[redacted]
Customer Care Supervisor

Dear Revdex.com,
Please forward the below response to our customer.
Thank you,
AJ K[redacted]/Customer Care Supervisor
 
Dear Customer,
We will sent a request to Airline to make sure they refund the extra fees to your account. Please allow 15-20 days to...

see that refund in your account.
Thank you,
AJ K[redacted] /Customer Care Supervisor

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 in reference to the extra charges on your account. 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 have only charged the card for total of $4,232.44. If you see any extra fees which is associated with the charge from our company please forward that to our customer services email at [redacted] and we will look into it. Please let me know if you have any other concern.
Thank you,
[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]
I am rejecting this response because:Regards,
[redacted] Air.Fare.com charged my [redacted] 120$ to make our reservations for a return flight.
      It is surreal to get off a plane 
In a strange city and be stranded even though we were confirmed on [redacted] to Denver on to Sacramento
We were shuffled from [redacted] to [redacted] to[redacted]Everyone pointing their finger at Air Fare.com who would not answer their 24hr/7day a week phone.
This was a Saturday and we needed to get home for work Monday.so booked another flight for Sunday morning .Take a hotel over nite,pay for baggage again .this is interesting point our luggage which we paid over 50$ In Yellowknife Canada had a clear delivery to [redacted] but not our bodies!
Air Fare.com says [redacted] has PARTIALLY refunded our airline ticket.yes I am still out of pocket 266 92$for that flight.hotel overnite313.36$,baggage 55.96$,2day extra parking at [redacted] 20$. Plus scanning postage email documents another 50$
 My initial payment for this fiasco was 2155.24$. Air Fare .com wonders why I am upset!Someone did a shoddy Job!

Dear Revdex.com,
Please forward the below response to our customer.
Thank you,
Dear [redacted],
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. As per record the ticket was exchanged by Airline and you already flown. Please see the status of the ticket that shows it was EXCHANGED by Airline and  you already used the departure and return is on March 08, 2015. Refund is not possible once the ticket is fully used/flown.
If you have any other concern, please contact us.
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:Again, I would like to hear these recordings as you said it yourself you called to verify. Second, I called the actual airline and they said they can change the ticket for 40 USD so please don't insult my intelligence. All of my banking information (including my name which you so generously attached in the previous e-mail) was correct, so why exactly would the bank refuse to charge anything? Sounds about right. 
If the insulting tone in your responses and the sheer number of overwhelmingly negative reviews your company has received isn't indication enough of the type of 'Customer Care' you provide then nothing will be. No further response is required. I will file this as unresolved.
Regards,
[redacted]

Dear Revdex.com,
Please forward the below response to our customer. 
Thank you,
AJ K[redacted] WTC/Airfare.com 
Here is the exact message from Airline:
relative; font-family: verdana; font-size: 12pt; background-color: rgb(255, 255, 255);">“Dear AJ,
 
We have sent request to HQ Claim department in order to get an update.
As soon as we receive any information, we will let you know.
 
Sincerely,
[redacted], NYC office”

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. 
earlier I received similar messages from the Business but no action taken.   I will wait for a 20 days as they responded and reopen this case if not resolved by then.
Thanks for your assistance.
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]
I am rejecting this response because:
Their response is deceiving and dishonest! The difference of my new and old tickets is $263.79 (=$1139.11-$875.32), not $375 they claimed. I have inserted the screenshots of price confirmation emails as proof. I hope the screenshots shown up well in the text box. I also attached them as files. 
They overcharged me $111.21 (=$375-$236.79) and I request the refund of the overcharged amount. 
I previously contacted them, trying to be respectful and suggesting this was an error with their number, and asked  them to correct it. But they kept denying it and ignore d the facts. The $375 charge had no bases. I never agreed on this number. It was an number they made up in their system.  The response they provided to Revdex.com and previously to me avoided directly answering my question. They need to face the facts and do their math. 
P
Sincerely,
[redacted] 
Regards,
[redacted]