Alpha (and [redacted] our Guru) are the best as we see it We have had great deals and [redacted] has got us out of tight spots by being the most hard-working agent we have come across, any hour and happy to help And when you are halfway around the world that matters for us As long as we will be travelling [redacted] will be our man at Alpha
We have investigated his complaint, and agree that, because our consolidator fare became unavailable, he should receive a full refund instead of the credit that we normally provide when a ticket is cancelled We have processed a refund to his Visa card in the amount of $3801.00, and the credit should show up within 7-business days We apologize to [redacted] for any inconvenience Regards, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/02/04) */ To Whom It May Concern: We are writing in response to Ms [redacted] complaintWe have done some extensive investigation on our end and found evidence that Ms [redacted] accepted a $credit towards her next flight for the inconvenience as sufficient compensation It was clearly a misunderstanding and out of good faith, our sales agent offered her a credit that was more than what she paid for the excess baggage feesFurthermore, there is no expiration date on that $creditA detailed email thread between Ms [redacted] and our sales agent has been attached to this case for your referenceSpecifically our response to her on Oct7, and her response to us on Oct11, accepting the compensation we offered Our reputation management team has been doing some investigating on their end as well and located negative posts that we consider defamatoryThe links are listed in the same attachment as the email chain We feel we have rightfully compensated Ms [redacted] and that she should rescind her complaint against us with Revdex.com and remove the negative posts from the above sitesOtherwise, we will seek assistance from our general counsel to remove the defamatory posts Best, AFG Management Team Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/02/11) */ 2-10- Sent via email: Hello This complaint has not been resolved The company is wanting to see the AA charge of $ This paper is in Taipei, where I live now, and I am in America on vacationI will be able to provide Alpha Flight Guru this document when I return to Taipei at the end of February Final Consumer Response / [redacted] (3000, 13, 2015/03/06) */ The fact that I was willing to accept a $credit does not mean that I will be able to claim itAlpha Guru price for a recent flight was more than $that I paid for the same flight How will I be compensated if I am unwilling to pay more than $for a ticket than I can buy someplace else I am not will to pay an excessive price on a flight to claim the $creditThat would mean I would essentially be out of $more dollars This compensation is meaningless I stand by my negative complaint on other sites If Alpha Guru feels they have more than compensated me, I stand by my complaint on other sites and will include this one as well It is a claim that I have not been compensated for the $charge of excess baggage that should not have been charged due to an error on Alpha Guru's part I was typing so fast I made a mistake in my last comment I have not been compensated by Alpha Guru The correction is: It is to claim that I have been compensated by Alpha Guru
Initial Business Response / [redacted] (1000, 5, 2015/09/04) */ This customer received exactly what she requestedApparently she was concerned about a "dummy return" booking regarding her daughter's flight, but refused to accept the agent's explanation of why the flight was booked in that manner Despite the customer's accusations, the fact is that her daughter on the same flights as the rest of the family(A dummy return flight is a common practice used by passengers [redacted] or travel agencies in which a flight is booked with a return segment that will not be flown to reduce the overall cost of the flightMore often than not the airlines will charge the same thing if not more for a one way versus a return (round trip) flightA dummy return will negate that additional cost.) Despite our agent's detailed explanation, the customer insisted on cancelling her daughter's flight because of the dummy returnOur agent assisted her in cancelling but she was not comfortable cancelling though AFG because the cancellation form could not be designated to state that only her daughter's flight would be cancelledThe customer insisted on calling the airline directly to cancel that segmentand our agent cancelled the return portion booked with milesOur agent disclosed to the customer this was a mileage ticket and that she would have a credit instead of a cash refund if she cancelled; nonetheless, the customer elected to cancel the flightThis customer has received a refund of $1,directly from the airlineDespite our clear terms of service which specify that in the event of a cancellation the customer is entitled to a credit and will not receive a cash refund, in the interest of good customer relations, we have approved and have refunded to her a cash refund of $1,050, which includes a fee of $that AFG paid to the airline to cancel the mileage portion of the ticket Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/09) */ 9-9- Sent via email: I am corresponding with [redacted] to get detailed information about the flights they bookedAs it stands now, they charged more than they quoted on the phoneAnd my daughters flight was not out of the city that they told me it would beHopefully they will reimburse on our visa the same that they charged on our visa for my daughters flight that was not agreed upon And any other extra surcharges that was not mentioned in our quotewhen I get the information requested from an individual named [redacted] ***, I am told by Flight Guru that he is the manage for [redacted] , who I dealt with on this purchase Hopefully they will clarify the details they charged and I can close this dispute I you need the email correspondence with [redacted] and his manager, [redacted] ***, let me know how to get this to you Sincerely, [redacted] Final Business Response / [redacted] (4000, 9, 2015/09/15) */ This customer has been sent, on multiple occasions, detailed emails, receipts, and all documentation concerning the flights that were booked, as well as the flights that were cancelled (at the customer's demand), and all refunds to which the customer is entitled have been processedThere is nothing more that we can, or will do, with regard to this dispute Final Consumer Response / [redacted] (2000, 11, 2015/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) We are still perplexed about how Alpha Flight Guru does its business, but they have now refunded our visa 1,on X-which puts the business class tickets we purchased through them at about the same price as we were quoted initiallyTherefore we are dropping our dispute with themI feel that in the end Alpha Flight Guru obtained very good flights at a below retail priceThank you to Revdex.com for being there to help the consumerI am not sure if we would have been able to iron this out without you
Initial Business Response / [redacted] (1000, 5, 2015/06/01) */ We are surprised to see this complaint from Ms [redacted] Her issues were in fact addressed in a timely manner, and over $(all amounts paid to AFG)was refunded to her last weekWe understand that she is waiting to received approximately $directly from Emirates as a refund of the taxes paid to them Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Until the amounts owed to me are posted to my credit card account, including the FTF, I will not consider the matter closed Final Business Response / [redacted] (4000, 19, 2015/07/14) */ As we have stated on several occasions, we have fully refunded the money that was paid to us, and have processed a refund request through Emirates AirlineWe have no control over how long it takes the airline to process the requestThere is nothing more that we can do to respond to this customer Final Consumer Response / [redacted] (4200, 21, 2015/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) If AFG has indeed processed a refund request through Emirates then I would like those details so that I can follow up with Emirates, since AFG seems unwilling to pursue this more aggressively with the airlineAs I have stated previous, I would not have to deal with this had AFG not sold me tickets that would not be honouredThis is close to a thousand dollars and I don't think that I should have to absorb that
I was very pleased with the attentive service provided by ALPHA GURU's representative ***
The arrangements provided were very good and our trips went very smoothly
In particular I was impressed by how well changes and potential problems were tracked and provided to us as our trip was on going
I would definitely use their services in the future
Initial Business Response /* (1000, 5, 2015/07/31) */
We are disappointed,and frankly, surprised, that this customer has filed a complaintWe have worked closely with her to resolve this issue, and just within the past week have reached a resolution that she indicated was what she was
seekingTo our knowledge and understanding, this matter has been completely resolved
I live in AustraliaFrom my first email contact to the thank you email on my return, I recieved first class serviceI got a great deal, felt really safe and looked after and I had a great business trip and saved a lot of moneyGo and compare the marketNone better in my opinion*** and *** are brilliant
Initial Business Response /* (1000, 5, 2015/04/29) */
Contact Name and Title: *** ***, G.C
Contact Email: ***@alphaflghtguru.com
Our research shows that the flights that the customer booked with us were cancelled at his request on or about 2/28/13, with a total cancellation fee of
$He had a credit for $7,that was good until 2/25/We are not aware of any communications from Mr*** attempting to book flights within this time frame, and the credit has expiredIf he has any documentation to the contrary, he should send it directly to me at ***@alphaflightguru.com
Initial Consumer Rebuttal /* (3000, 7, 2015/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response given that my credit expired is unacceptableIt only expired because of Alpha flight gurus negligence and refusal to rebook a flight within the timeframeI literally have emails back and forth of one of their agents *** telling me he is trying to find the right flight and not to worry he *** get this trip booked
I have traveled extensively and I can't remember at time in my life where my trip was not finalized in a day or twoThe fact that they stretched this out over a period of months and then claim the credit expired is a sign of bad business policies and unethical practicesCall it what you ***, I paid thousand dollars and received nothing in return, most of the world would consider that stealingAll I am asking for is the fair and right thing to be doneI am requesting a full refund and would appreciate your understanding in this matter
Initial Business Response /* (1000, 9, 2014/07/16) */
Contact Name and Title: *** *** GC
Contact Phone: ***
Contact Email: ***@alphaflightguru.com
We have completed an internal review of this caseOur review has shown that, under the stated conditions and terms of
the tickets purchased, this customer is not entitled to a refund, especially since the medical condition was known to the customer at the time the travel was purchasedHowever, in light of the unfortunate passing of Ms***'s husband, we have made an exception to our policy and have sent Ms*** a full refund
Initial Consumer Rebuttal /* (3000, 11, 2014/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am very pleased that they have agreed to refund my husband's affair but unfortunately I cannot yet say that I accept their response as I have not received payment from themI provided banking details to Alpha Flight Guru on Monday JulyThey have assured me the refund will be paid shortlyI will accept the response when the refund is paid
Thank you for your assistance with this matter
Final Consumer Response /* (2000, 13, 2014/08/12) */
Dear ***
Thank you for your emails and your kind note you sent previously
I'm helping *** *** with her dispute with Alpha Flight Guru
In its response to *** ***'s complaint, AFG stated that it had refunded the price of her ticketUnfortunately, she had not received the refund by the Revdex.com deadline for her response, so she was unable to say that she accepted their response
Happily, *** *** received payment late last weekTherefore, she now gladly accepts their response
Kind regards,
In this day and age where good customer service is hard to find Alpha Guru stand out from the crowd First and foremost they listen to their customer They never over promise and under deliver in fact quite the opposite We knew our chances of flying to America from Australia at Christmas time to see our family was going to be slimEveryone told us we had no chance of getting the dates we wanted and also at an affordable price We spoke to *** earlier in the year and he told us he would do his best to get flights as close to our dates as he could and as close to our price as he could He said he would get back to us At that time we thought well that will be the last we hear!!!! However true to his word he came back to us with an outstanding deal and on the exact dates we had first recommended He also arranged all of our internal flights and knew exactly what timings we would need for connections The holiday went to plan We even received an email to ask if everything had gone to plan and we were happy and if there was anything he could do for us We received a welcome home email also asking us if we had enjoyed our holiday I would look no further if you are looking for good customer service and business class flights that are trul affordable
Initial Business Response /* (1000, 6, 2014/12/10) */
We have thoroughly researched this transaction and had several communications with Mr. [redacted]. Although we felt that the refund which we had originally offered him was appropriate under our stated Terms and Conditions, our management...
team determined that, in the interest of building goodwill and customer satisfaction, we would provide Mr. [redacted] with a full refund of his ticket cost as well a a credit for travel. He has accepted this resolution.
Initial Consumer Rebuttal /* (2000, 9, 2014/12/12) */
12-12-14
Sent via email:
[redacted]
I have resolved the misunderstanding with Alpha Flight Guru and would like to withdraw my complaint against them.
Thank you for your assistance in this matter.
Best regards,
[redacted]
I have booked more than 20 flights with Alpha FlightbGuru and specifically with Arman A. He constantly works late into the night to secure tickets to meet my sometimes nrralistic needs.
Over the past couple of years, he has saved my companies well over a quarter of a million dollars.
That's significant. Mohave him on speed dial, and he always delivers.
Good guy, highly competent. My highest recommendation.
Initial Business Response /* (1000, 5, 2015/06/01) */
We are surprised to see this complaint from Ms. [redacted]. Her issues were in fact addressed in a timely manner, and over $5000 (all amounts paid to AFG)was refunded to her last week. We understand that she is waiting to received...
approximately $880 directly from Emirates as a refund of the taxes paid to them.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Until the amounts owed to me are posted to my credit card account, including the FTF, I will not consider the matter closed.
Final Business Response /* (4000, 19, 2015/07/14) */
As we have stated on several occasions, we have fully refunded the money that was paid to us, and have processed a refund request through Emirates Airline. We have no control over how long it takes the airline to process the request. There is nothing more that we can do to respond to this customer.
Final Consumer Response /* (4200, 21, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If AFG has indeed processed a refund request through Emirates then I would like those details so that I can follow up with Emirates, since AFG seems unwilling to pursue this more aggressively with the airline. As I have stated previous, I would not have to deal with this had AFG not sold me tickets that would not be honoured. This is close to a thousand dollars and I don't think that I should have to absorb that.
Alpha (and [redacted] our Guru) are the best as we see it. We have had great deals and [redacted] has got us out of tight spots by being the most hard-working agent we have come across, any hour and happy to help. And when you are halfway around the world that matters for us. As long as we will be travelling [redacted] will be our man at Alpha.
Initial Business Response /* (1000, 5, 2014/01/30) */
Given that Ms. [redacted] paid for her flights using a credit card, instead of sending her a check, we simply refunded her credit card on file $170.00 which was what she paid for the taxi.
This refund was processed on 01/30/2014, see...
transaction ID below and confirmation that the refund has been processed.
Merchant: ALPHA FLIGHT GURU - ([redacted])
Date/Time: 01/30/2014 7:07:09 AM PST
Transaction ID: XXXXXXXXXX
Transaction Type: Card Refund
Credit Card Information
CC Type: Visa
CC Number: XXXXXX[redacted]6911 Show all transactions with this Credit Card Number
CC Expiration: 05/15
Auth. Code: XXXXXX
Billing Information
[redacted] XXXXX
US
APPROVED Virtual Terminal [redacted]
Initial Business Response /* (1000, 5, 2015/09/04) */
This customer received exactly what she requested. Apparently she was concerned about a "dummy return" booking regarding her daughter's flight, but refused to accept the agent's explanation of why the flight was booked in that manner. ...
Despite the customer's accusations, the fact is that her daughter on the same flights as the rest of the family. (A dummy return flight is a common practice used by passengers [redacted] or travel agencies in which a flight is booked with a return segment that will not be flown to reduce the overall cost of the flight. More often than not the airlines will charge the same thing if not more for a one way versus a return (round trip) flight. A dummy return will negate that additional cost.) Despite our agent's detailed explanation, the customer insisted on cancelling her daughter's flight because of the dummy return. Our agent assisted her in cancelling but she was not comfortable cancelling though AFG because the cancellation form could not be designated to state that only her daughter's flight would be cancelled. The customer insisted on calling the airline directly to cancel that segment. and our agent cancelled the return portion booked with miles. Our agent disclosed to the customer this was a mileage ticket and that she would have a credit instead of a cash refund if she cancelled; nonetheless, the customer elected to cancel the flight. This customer has received a refund of $1,306.20 directly from the airline. Despite our clear terms of service which specify that in the event of a cancellation the customer is entitled to a credit and will not receive a cash refund, in the interest of good customer relations, we have approved and have refunded to her a cash refund of $1,050, which includes a fee of $150 that AFG paid to the airline to cancel the mileage portion of the ticket.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */
9-9-15
Sent via email:
I am corresponding with [redacted] to get detailed information about the flights they booked. As it stands now, they charged more than they quoted on the phone. And my daughters flight was not out of the city that they told me it would be. Hopefully they will reimburse on our visa the same that they charged on our visa for my daughters flight that was not agreed upon.
And any other extra surcharges that was not mentioned in our quote. when I get the information requested from an individual named [redacted], I am told by Flight Guru that he is the manage for [redacted], who I dealt with on this purchase.
Hopefully they will clarify the details they charged and I can close this dispute.
I you need the email correspondence with [redacted] and his manager, [redacted], let me know how to get this to you.
Sincerely,
[redacted]
Final Business Response /* (4000, 9, 2015/09/15) */
This customer has been sent, on multiple occasions, detailed emails, receipts, and all documentation concerning the flights that were booked, as well as the flights that were cancelled (at the customer's demand), and all refunds to which the customer is entitled have been processed. There is nothing more that we can, or will do, with regard to this dispute.
Final Consumer Response /* (2000, 11, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are still perplexed about how Alpha Flight Guru does its business, but they have now refunded our visa 1,000 on X-XX-XX which puts the 2 business class tickets we purchased through them at about the same price as we were quoted initially. Therefore we are dropping our dispute with them. I feel that in the end Alpha Flight Guru obtained very good flights at a below retail price. Thank you to Revdex.com for being there to help the consumer. I am not sure if we would have been able to iron this out without you.
Initial Business Response /* (1000, 6, 2014/04/14) */
In response to the initial complaint, Alpha Flight Guru would first like to apologize for the inconveniences as well as the "stress and anxiety" experienced by the customer and his wife. It is never pleasant when a cancellation occurs. We...
would also like to mention that this is not typical for our customers to endure, but unfortunately these situations can arise. Alpha Flight Guru would also like to mention, in regards to the situation, that in compliance with our Terms and Conditions there were three separate attempts by our Agent to remedy the situation by offering alternative flights and even a free night in a hotel while the re-booking was resolved. The customer denied these attempts of resolution and made the personal choice to book his own separate flights, even mentioning in initial complaint, "I spoke with AFG staff, but did not believe them since they but me in this mess." Alpha Flight Guru is not liable to pay for flights that a customer decides to purchase elsewhere. For the customer to say they were "forced to purchase on-the-spot replacement tickets" is not accurate as there were alternatives offered by Alpha Flight Guru. Again, we apologize for this unpleasant experience and for not allowing us the opportunity to correct the situation and re-book the tickets when offered. We did attempt to resolve the issue and restore trust in our business. We will be providing no further action at this time.
Initial Consumer Rebuttal /* (3000, 8, 2014/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to thank AFG for their response and apologies.
The facts as I have presented them remain the same.
In summary, my wife and I were at the [redacted] International Airport, 16 time zones from home and my air ticket was suspended 30 minutes before I was to begin my return home January 30, 2014, 22:20 local time.
It was a period of extreem stress and anxiety. My wife was distraught. She was in no condition to be left to travel home alone
while I hopefully sorted out my problem with you have asleep agent ( It was 4am local time for him).
Hopefully you will learn from my problems and ensure whatever caused the problem does not happen again.
The Revdex.com has suggested to me that I meet you half way.
After thinking about it for several days, I am willing to do that.
I will withdraw my complaint if AFG reimburses me $2,500, slightly less than 50% of my net out-of-pocket expenses.
Final Business Response /* (4000, 17, 2014/05/19) */
Alpha Flight Guru would like to say we are glad we are able to come to an agreement with the customer. We sincerely hope he can be at peace now that this conflict has been put to rest. In regards to the refund to your card, the transaction has already been made and the funds ($2,500) should be seen in your account. Even if the card number has changed,the deposit into your current account should remain. If you have a personal email in which to be reached, we can forward you the receipt with details of this transfer of funds.
Thank you for your cooperation in this matter.
Sincerely,
Alpha Flight Guru
Final Consumer Response /* (3000, 15, 2014/05/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
How will I be paid?
I have changed the visa card number I used on the original transaction.
We have investigated his complaint, and agree that, because our consolidator fare became unavailable, he should receive a full refund instead of the credit that we normally provide when a ticket is cancelled. We have processed a refund to his Visa card in the...
amount of $3801.00, and the credit should show up within 7-10 business days. We apologize to [redacted] for any inconvenience.
Initial Business Response /* (1000, 5, 2015/02/04) */
To Whom It May Concern:
We are writing in response to Ms. [redacted] complaint. We have done some extensive investigation on our end and found evidence that Ms. [redacted] accepted a $600 credit towards her next flight for the inconvenience as...
sufficient compensation.
It was clearly a misunderstanding and out of good faith, our sales agent offered her a credit that was more than what she paid for the excess baggage fees. Furthermore, there is no expiration date on that $600 credit. A detailed email thread between Ms. [redacted] and our sales agent has been attached to this case for your reference. Specifically our response to her on Oct. 7, 2013 and her response to us on Oct. 11, 2013 accepting the compensation we offered.
Our reputation management team has been doing some investigating on their end as well and located 2 negative posts that we consider defamatory. The links are listed in the same attachment as the email chain.
We feel we have rightfully compensated Ms. [redacted] and that she should rescind her complaint against us with Revdex.com and remove the negative posts from the above 2 sites. Otherwise, we will seek assistance from our general counsel to remove the defamatory posts.
Best,
AFG Management Team
Initial Consumer Rebuttal /* (2000, 7, 2015/02/11) */
2-10-15
Sent via email:
Hello
This complaint has not been resolved.
The company is wanting to see the AA charge
of $500.
This paper is in Taipei, where I live now, and I am
in America on vacation. I will be able to
provide Alpha Flight Guru this document
when I return to Taipei at the end of February.
Final Consumer Response /* (3000, 13, 2015/03/06) */
The fact that I was willing to accept a $600 credit does not mean that I will be able to claim it. Alpha Guru price for a recent flight was more than $1000 that I paid for the same flight.
How will I be compensated if I am unwilling to pay more than $1000 for a ticket than I can buy someplace else.
I am not will to pay an excessive price on a flight to claim the $600 credit. That would mean I would essentially be out of $400 more dollars.
This compensation is meaningless.
I stand by my negative complaint on other sites.
If Alpha Guru feels they have more than compensated me, I stand by my complaint on other sites and will include this one as well.
It is a false claim that I have not been compensated for the $500 charge of excess baggage that should not have been charged due to an error on Alpha Guru's part.
I was typing so fast I made a mistake in my last comment.
I have not been compensated by Alpha Guru.
The correction is: It is false to claim that I have been compensated by Alpha Guru.
Alpha (and [redacted] our Guru) are the best as we see it We have had great deals and [redacted] has got us out of tight spots by being the most hard-working agent we have come across, any hour and happy to help And when you are halfway around the world that matters for us As long as we will be travelling [redacted] will be our man at Alpha
We have investigated his complaint, and agree that, because our consolidator fare became unavailable, he should receive a full refund instead of the credit that we normally provide when a ticket is cancelled We have processed a refund to his Visa card in the amount of $3801.00, and the credit should show up within 7-business days We apologize to [redacted] for any inconvenience Regards, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/02/04) */ To Whom It May Concern: We are writing in response to Ms [redacted] complaintWe have done some extensive investigation on our end and found evidence that Ms [redacted] accepted a $credit towards her next flight for the inconvenience as sufficient compensation It was clearly a misunderstanding and out of good faith, our sales agent offered her a credit that was more than what she paid for the excess baggage feesFurthermore, there is no expiration date on that $creditA detailed email thread between Ms [redacted] and our sales agent has been attached to this case for your referenceSpecifically our response to her on Oct7, and her response to us on Oct11, accepting the compensation we offered Our reputation management team has been doing some investigating on their end as well and located negative posts that we consider defamatoryThe links are listed in the same attachment as the email chain We feel we have rightfully compensated Ms [redacted] and that she should rescind her complaint against us with Revdex.com and remove the negative posts from the above sitesOtherwise, we will seek assistance from our general counsel to remove the defamatory posts Best, AFG Management Team Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/02/11) */ 2-10- Sent via email: Hello This complaint has not been resolved The company is wanting to see the AA charge of $ This paper is in Taipei, where I live now, and I am in America on vacationI will be able to provide Alpha Flight Guru this document when I return to Taipei at the end of February Final Consumer Response / [redacted] (3000, 13, 2015/03/06) */ The fact that I was willing to accept a $credit does not mean that I will be able to claim itAlpha Guru price for a recent flight was more than $that I paid for the same flight How will I be compensated if I am unwilling to pay more than $for a ticket than I can buy someplace else I am not will to pay an excessive price on a flight to claim the $creditThat would mean I would essentially be out of $more dollars This compensation is meaningless I stand by my negative complaint on other sites If Alpha Guru feels they have more than compensated me, I stand by my complaint on other sites and will include this one as well It is a claim that I have not been compensated for the $charge of excess baggage that should not have been charged due to an error on Alpha Guru's part I was typing so fast I made a mistake in my last comment I have not been compensated by Alpha Guru The correction is: It is to claim that I have been compensated by Alpha Guru
Initial Business Response / [redacted] (1000, 5, 2015/09/04) */ This customer received exactly what she requestedApparently she was concerned about a "dummy return" booking regarding her daughter's flight, but refused to accept the agent's explanation of why the flight was booked in that manner Despite the customer's accusations, the fact is that her daughter on the same flights as the rest of the family(A dummy return flight is a common practice used by passengers [redacted] or travel agencies in which a flight is booked with a return segment that will not be flown to reduce the overall cost of the flightMore often than not the airlines will charge the same thing if not more for a one way versus a return (round trip) flightA dummy return will negate that additional cost.) Despite our agent's detailed explanation, the customer insisted on cancelling her daughter's flight because of the dummy returnOur agent assisted her in cancelling but she was not comfortable cancelling though AFG because the cancellation form could not be designated to state that only her daughter's flight would be cancelledThe customer insisted on calling the airline directly to cancel that segmentand our agent cancelled the return portion booked with milesOur agent disclosed to the customer this was a mileage ticket and that she would have a credit instead of a cash refund if she cancelled; nonetheless, the customer elected to cancel the flightThis customer has received a refund of $1,directly from the airlineDespite our clear terms of service which specify that in the event of a cancellation the customer is entitled to a credit and will not receive a cash refund, in the interest of good customer relations, we have approved and have refunded to her a cash refund of $1,050, which includes a fee of $that AFG paid to the airline to cancel the mileage portion of the ticket Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/09) */ 9-9- Sent via email: I am corresponding with [redacted] to get detailed information about the flights they bookedAs it stands now, they charged more than they quoted on the phoneAnd my daughters flight was not out of the city that they told me it would beHopefully they will reimburse on our visa the same that they charged on our visa for my daughters flight that was not agreed upon And any other extra surcharges that was not mentioned in our quotewhen I get the information requested from an individual named [redacted] ***, I am told by Flight Guru that he is the manage for [redacted] , who I dealt with on this purchase Hopefully they will clarify the details they charged and I can close this dispute I you need the email correspondence with [redacted] and his manager, [redacted] ***, let me know how to get this to you Sincerely, [redacted] Final Business Response / [redacted] (4000, 9, 2015/09/15) */ This customer has been sent, on multiple occasions, detailed emails, receipts, and all documentation concerning the flights that were booked, as well as the flights that were cancelled (at the customer's demand), and all refunds to which the customer is entitled have been processedThere is nothing more that we can, or will do, with regard to this dispute Final Consumer Response / [redacted] (2000, 11, 2015/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) We are still perplexed about how Alpha Flight Guru does its business, but they have now refunded our visa 1,on X-which puts the business class tickets we purchased through them at about the same price as we were quoted initiallyTherefore we are dropping our dispute with themI feel that in the end Alpha Flight Guru obtained very good flights at a below retail priceThank you to Revdex.com for being there to help the consumerI am not sure if we would have been able to iron this out without you
Initial Business Response / [redacted] (1000, 5, 2015/06/01) */ We are surprised to see this complaint from Ms [redacted] Her issues were in fact addressed in a timely manner, and over $(all amounts paid to AFG)was refunded to her last weekWe understand that she is waiting to received approximately $directly from Emirates as a refund of the taxes paid to them Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Until the amounts owed to me are posted to my credit card account, including the FTF, I will not consider the matter closed Final Business Response / [redacted] (4000, 19, 2015/07/14) */ As we have stated on several occasions, we have fully refunded the money that was paid to us, and have processed a refund request through Emirates AirlineWe have no control over how long it takes the airline to process the requestThere is nothing more that we can do to respond to this customer Final Consumer Response / [redacted] (4200, 21, 2015/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) If AFG has indeed processed a refund request through Emirates then I would like those details so that I can follow up with Emirates, since AFG seems unwilling to pursue this more aggressively with the airlineAs I have stated previous, I would not have to deal with this had AFG not sold me tickets that would not be honouredThis is close to a thousand dollars and I don't think that I should have to absorb that
I was very pleased with the attentive service provided by ALPHA GURU's representative ***
The arrangements provided were very good and our trips went very smoothly
In particular I was impressed by how well changes and potential problems were tracked and provided to us as our trip was on going
I would definitely use their services in the future
Initial Business Response /* (1000, 5, 2015/07/31) */
We are disappointed,and frankly, surprised, that this customer has filed a complaintWe have worked closely with her to resolve this issue, and just within the past week have reached a resolution that she indicated was what she was
seekingTo our knowledge and understanding, this matter has been completely resolved
I live in AustraliaFrom my first email contact to the thank you email on my return, I recieved first class serviceI got a great deal, felt really safe and looked after and I had a great business trip and saved a lot of moneyGo and compare the marketNone better in my opinion*** and *** are brilliant
Initial Business Response /* (1000, 5, 2015/04/29) */
Contact Name and Title: *** ***, G.C
Contact Email: ***@alphaflghtguru.com
Our research shows that the flights that the customer booked with us were cancelled at his request on or about 2/28/13, with a total cancellation fee of
$He had a credit for $7,that was good until 2/25/We are not aware of any communications from Mr*** attempting to book flights within this time frame, and the credit has expiredIf he has any documentation to the contrary, he should send it directly to me at ***@alphaflightguru.com
Initial Consumer Rebuttal /* (3000, 7, 2015/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response given that my credit expired is unacceptableIt only expired because of Alpha flight gurus negligence and refusal to rebook a flight within the timeframeI literally have emails back and forth of one of their agents *** telling me he is trying to find the right flight and not to worry he *** get this trip booked
I have traveled extensively and I can't remember at time in my life where my trip was not finalized in a day or twoThe fact that they stretched this out over a period of months and then claim the credit expired is a sign of bad business policies and unethical practicesCall it what you ***, I paid thousand dollars and received nothing in return, most of the world would consider that stealingAll I am asking for is the fair and right thing to be doneI am requesting a full refund and would appreciate your understanding in this matter
Initial Business Response /* (1000, 9, 2014/07/16) */
Contact Name and Title: *** *** GC
Contact Phone: ***
Contact Email: ***@alphaflightguru.com
We have completed an internal review of this caseOur review has shown that, under the stated conditions and terms of
the tickets purchased, this customer is not entitled to a refund, especially since the medical condition was known to the customer at the time the travel was purchasedHowever, in light of the unfortunate passing of Ms***'s husband, we have made an exception to our policy and have sent Ms*** a full refund
Initial Consumer Rebuttal /* (3000, 11, 2014/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am very pleased that they have agreed to refund my husband's affair but unfortunately I cannot yet say that I accept their response as I have not received payment from themI provided banking details to Alpha Flight Guru on Monday JulyThey have assured me the refund will be paid shortlyI will accept the response when the refund is paid
Thank you for your assistance with this matter
Final Consumer Response /* (2000, 13, 2014/08/12) */
Dear ***
Thank you for your emails and your kind note you sent previously
I'm helping *** *** with her dispute with Alpha Flight Guru
In its response to *** ***'s complaint, AFG stated that it had refunded the price of her ticketUnfortunately, she had not received the refund by the Revdex.com deadline for her response, so she was unable to say that she accepted their response
Happily, *** *** received payment late last weekTherefore, she now gladly accepts their response
Kind regards,
In this day and age where good customer service is hard to find Alpha Guru stand out from the crowd First and foremost they listen to their customer They never over promise and under deliver in fact quite the opposite We knew our chances of flying to America from Australia at Christmas time to see our family was going to be slimEveryone told us we had no chance of getting the dates we wanted and also at an affordable price We spoke to *** earlier in the year and he told us he would do his best to get flights as close to our dates as he could and as close to our price as he could He said he would get back to us At that time we thought well that will be the last we hear!!!! However true to his word he came back to us with an outstanding deal and on the exact dates we had first recommended He also arranged all of our internal flights and knew exactly what timings we would need for connections The holiday went to plan We even received an email to ask if everything had gone to plan and we were happy and if there was anything he could do for us We received a welcome home email also asking us if we had enjoyed our holiday I would look no further if you are looking for good customer service and business class flights that are trul affordable
Initial Business Response /* (1000, 6, 2014/12/10) */
We have thoroughly researched this transaction and had several communications with Mr. [redacted]. Although we felt that the refund which we had originally offered him was appropriate under our stated Terms and Conditions, our management...
team determined that, in the interest of building goodwill and customer satisfaction, we would provide Mr. [redacted] with a full refund of his ticket cost as well a a credit for travel. He has accepted this resolution.
Initial Consumer Rebuttal /* (2000, 9, 2014/12/12) */
12-12-14
Sent via email:
[redacted]
I have resolved the misunderstanding with Alpha Flight Guru and would like to withdraw my complaint against them.
Thank you for your assistance in this matter.
Best regards,
[redacted]
I have booked more than 20 flights with Alpha FlightbGuru and specifically with Arman A. He constantly works late into the night to secure tickets to meet my sometimes nrralistic needs.
Over the past couple of years, he has saved my companies well over a quarter of a million dollars.
That's significant. Mohave him on speed dial, and he always delivers.
Good guy, highly competent. My highest recommendation.
Initial Business Response /* (1000, 5, 2015/06/01) */
We are surprised to see this complaint from Ms. [redacted]. Her issues were in fact addressed in a timely manner, and over $5000 (all amounts paid to AFG)was refunded to her last week. We understand that she is waiting to received...
approximately $880 directly from Emirates as a refund of the taxes paid to them.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Until the amounts owed to me are posted to my credit card account, including the FTF, I will not consider the matter closed.
Final Business Response /* (4000, 19, 2015/07/14) */
As we have stated on several occasions, we have fully refunded the money that was paid to us, and have processed a refund request through Emirates Airline. We have no control over how long it takes the airline to process the request. There is nothing more that we can do to respond to this customer.
Final Consumer Response /* (4200, 21, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If AFG has indeed processed a refund request through Emirates then I would like those details so that I can follow up with Emirates, since AFG seems unwilling to pursue this more aggressively with the airline. As I have stated previous, I would not have to deal with this had AFG not sold me tickets that would not be honoured. This is close to a thousand dollars and I don't think that I should have to absorb that.
Alpha (and [redacted] our Guru) are the best as we see it. We have had great deals and [redacted] has got us out of tight spots by being the most hard-working agent we have come across, any hour and happy to help. And when you are halfway around the world that matters for us. As long as we will be travelling [redacted] will be our man at Alpha.
Initial Business Response /* (1000, 5, 2014/01/30) */
Given that Ms. [redacted] paid for her flights using a credit card, instead of sending her a check, we simply refunded her credit card on file $170.00 which was what she paid for the taxi.
This refund was processed on 01/30/2014, see...
transaction ID below and confirmation that the refund has been processed.
Merchant: ALPHA FLIGHT GURU - ([redacted])
Date/Time: 01/30/2014 7:07:09 AM PST
Transaction ID: XXXXXXXXXX
Transaction Type: Card Refund
Credit Card Information
CC Type: Visa
CC Number: XXXXXX[redacted]6911 Show all transactions with this Credit Card Number
CC Expiration: 05/15
Auth. Code: XXXXXX
Billing Information
[redacted] XXXXX
US
APPROVED Virtual Terminal [redacted]
Initial Business Response /* (1000, 5, 2015/09/04) */
This customer received exactly what she requested. Apparently she was concerned about a "dummy return" booking regarding her daughter's flight, but refused to accept the agent's explanation of why the flight was booked in that manner. ...
Despite the customer's accusations, the fact is that her daughter on the same flights as the rest of the family. (A dummy return flight is a common practice used by passengers [redacted] or travel agencies in which a flight is booked with a return segment that will not be flown to reduce the overall cost of the flight. More often than not the airlines will charge the same thing if not more for a one way versus a return (round trip) flight. A dummy return will negate that additional cost.) Despite our agent's detailed explanation, the customer insisted on cancelling her daughter's flight because of the dummy return. Our agent assisted her in cancelling but she was not comfortable cancelling though AFG because the cancellation form could not be designated to state that only her daughter's flight would be cancelled. The customer insisted on calling the airline directly to cancel that segment. and our agent cancelled the return portion booked with miles. Our agent disclosed to the customer this was a mileage ticket and that she would have a credit instead of a cash refund if she cancelled; nonetheless, the customer elected to cancel the flight. This customer has received a refund of $1,306.20 directly from the airline. Despite our clear terms of service which specify that in the event of a cancellation the customer is entitled to a credit and will not receive a cash refund, in the interest of good customer relations, we have approved and have refunded to her a cash refund of $1,050, which includes a fee of $150 that AFG paid to the airline to cancel the mileage portion of the ticket.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */
9-9-15
Sent via email:
I am corresponding with [redacted] to get detailed information about the flights they booked. As it stands now, they charged more than they quoted on the phone. And my daughters flight was not out of the city that they told me it would be. Hopefully they will reimburse on our visa the same that they charged on our visa for my daughters flight that was not agreed upon.
And any other extra surcharges that was not mentioned in our quote. when I get the information requested from an individual named [redacted], I am told by Flight Guru that he is the manage for [redacted], who I dealt with on this purchase.
Hopefully they will clarify the details they charged and I can close this dispute.
I you need the email correspondence with [redacted] and his manager, [redacted], let me know how to get this to you.
Sincerely,
[redacted]
Final Business Response /* (4000, 9, 2015/09/15) */
This customer has been sent, on multiple occasions, detailed emails, receipts, and all documentation concerning the flights that were booked, as well as the flights that were cancelled (at the customer's demand), and all refunds to which the customer is entitled have been processed. There is nothing more that we can, or will do, with regard to this dispute.
Final Consumer Response /* (2000, 11, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are still perplexed about how Alpha Flight Guru does its business, but they have now refunded our visa 1,000 on X-XX-XX which puts the 2 business class tickets we purchased through them at about the same price as we were quoted initially. Therefore we are dropping our dispute with them. I feel that in the end Alpha Flight Guru obtained very good flights at a below retail price. Thank you to Revdex.com for being there to help the consumer. I am not sure if we would have been able to iron this out without you.
Initial Business Response /* (1000, 6, 2014/04/14) */
In response to the initial complaint, Alpha Flight Guru would first like to apologize for the inconveniences as well as the "stress and anxiety" experienced by the customer and his wife. It is never pleasant when a cancellation occurs. We...
would also like to mention that this is not typical for our customers to endure, but unfortunately these situations can arise. Alpha Flight Guru would also like to mention, in regards to the situation, that in compliance with our Terms and Conditions there were three separate attempts by our Agent to remedy the situation by offering alternative flights and even a free night in a hotel while the re-booking was resolved. The customer denied these attempts of resolution and made the personal choice to book his own separate flights, even mentioning in initial complaint, "I spoke with AFG staff, but did not believe them since they but me in this mess." Alpha Flight Guru is not liable to pay for flights that a customer decides to purchase elsewhere. For the customer to say they were "forced to purchase on-the-spot replacement tickets" is not accurate as there were alternatives offered by Alpha Flight Guru. Again, we apologize for this unpleasant experience and for not allowing us the opportunity to correct the situation and re-book the tickets when offered. We did attempt to resolve the issue and restore trust in our business. We will be providing no further action at this time.
Initial Consumer Rebuttal /* (3000, 8, 2014/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to thank AFG for their response and apologies.
The facts as I have presented them remain the same.
In summary, my wife and I were at the [redacted] International Airport, 16 time zones from home and my air ticket was suspended 30 minutes before I was to begin my return home January 30, 2014, 22:20 local time.
It was a period of extreem stress and anxiety. My wife was distraught. She was in no condition to be left to travel home alone
while I hopefully sorted out my problem with you have asleep agent ( It was 4am local time for him).
Hopefully you will learn from my problems and ensure whatever caused the problem does not happen again.
The Revdex.com has suggested to me that I meet you half way.
After thinking about it for several days, I am willing to do that.
I will withdraw my complaint if AFG reimburses me $2,500, slightly less than 50% of my net out-of-pocket expenses.
Final Business Response /* (4000, 17, 2014/05/19) */
Alpha Flight Guru would like to say we are glad we are able to come to an agreement with the customer. We sincerely hope he can be at peace now that this conflict has been put to rest. In regards to the refund to your card, the transaction has already been made and the funds ($2,500) should be seen in your account. Even if the card number has changed,the deposit into your current account should remain. If you have a personal email in which to be reached, we can forward you the receipt with details of this transfer of funds.
Thank you for your cooperation in this matter.
Sincerely,
Alpha Flight Guru
Final Consumer Response /* (3000, 15, 2014/05/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
How will I be paid?
I have changed the visa card number I used on the original transaction.
We have investigated his complaint, and agree that, because our consolidator fare became unavailable, he should receive a full refund instead of the credit that we normally provide when a ticket is cancelled. We have processed a refund to his Visa card in the...
amount of $3801.00, and the credit should show up within 7-10 business days. We apologize to [redacted] for any inconvenience.
Regards, [redacted]
Initial Business Response /* (1000, 5, 2015/02/04) */
To Whom It May Concern:
We are writing in response to Ms. [redacted] complaint. We have done some extensive investigation on our end and found evidence that Ms. [redacted] accepted a $600 credit towards her next flight for the inconvenience as...
sufficient compensation.
It was clearly a misunderstanding and out of good faith, our sales agent offered her a credit that was more than what she paid for the excess baggage fees. Furthermore, there is no expiration date on that $600 credit. A detailed email thread between Ms. [redacted] and our sales agent has been attached to this case for your reference. Specifically our response to her on Oct. 7, 2013 and her response to us on Oct. 11, 2013 accepting the compensation we offered.
Our reputation management team has been doing some investigating on their end as well and located 2 negative posts that we consider defamatory. The links are listed in the same attachment as the email chain.
We feel we have rightfully compensated Ms. [redacted] and that she should rescind her complaint against us with Revdex.com and remove the negative posts from the above 2 sites. Otherwise, we will seek assistance from our general counsel to remove the defamatory posts.
Best,
AFG Management Team
Initial Consumer Rebuttal /* (2000, 7, 2015/02/11) */
2-10-15
Sent via email:
Hello
This complaint has not been resolved.
The company is wanting to see the AA charge
of $500.
This paper is in Taipei, where I live now, and I am
in America on vacation. I will be able to
provide Alpha Flight Guru this document
when I return to Taipei at the end of February.
Final Consumer Response /* (3000, 13, 2015/03/06) */
The fact that I was willing to accept a $600 credit does not mean that I will be able to claim it. Alpha Guru price for a recent flight was more than $1000 that I paid for the same flight.
How will I be compensated if I am unwilling to pay more than $1000 for a ticket than I can buy someplace else.
I am not will to pay an excessive price on a flight to claim the $600 credit. That would mean I would essentially be out of $400 more dollars.
This compensation is meaningless.
I stand by my negative complaint on other sites.
If Alpha Guru feels they have more than compensated me, I stand by my complaint on other sites and will include this one as well.
It is a false claim that I have not been compensated for the $500 charge of excess baggage that should not have been charged due to an error on Alpha Guru's part.
I was typing so fast I made a mistake in my last comment.
I have not been compensated by Alpha Guru.
The correction is: It is false to claim that I have been compensated by Alpha Guru.