Dear Revdex.com,
Please forward the below response to our customer.
Thank you,Dear Customer,Thank you for notifying us of your complaintWe 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 youWe have received your complaint and we can totally understand
your frustration
First of all, we are
sorry for your lossAs per our record, we did inform you to provide us the
copy of the Death Certificate and then we will proceed with the exchange on
your reservationWe have received the call on October that you will
complete the online change requestOn the same day, we sent you the proposal
with the fees (keep in mind, we did not receive the copy of the death
certificate from you), and on the same day you accepted the proposalAccording
to your agreement, we have proceeded with the exchangeAttached are the
proofs that we have done the exchange as per your request/agreement, and we
have issued new tickets (travel date is on November 2015)Unfortunately, we
cannot refund any fee as the exchange was processed and you have the new
tickets to travel on November Please see the attached files as
proof. Thank you,AJ K***
Dear Revdex.com, Please forward the below response to our customer. Thank you, Dear Customer,The below refund was processed in FULLWe have waived all the services fees. Refund Amount: $1477.99Refund Date: June 02, 2015Credit Card Number: AMEXXXXXXXXX1009Please close this case as satisfactory. Thank you,AJ K*** Customer Care Supervisor
Attn:*** *** The Revdex.comSubject: Regarding complaint ID:*** /client:*** *** ***Dear Madam/Sir,Please be advice that we don't sale any hotel room through our travel agencyThis passenger probably bought this product/service through different agency.I tried
to reach this client by dialing the phone number you provided but nobody answers.Therefore, I request you to check with the client again who is the merchant and selling agentClient can reach me at *** *** *** Ext *** if he has a issue with wholesale travel/airfare.com for clarification.Thanks and regards,Peter (PJ)
Dear Revdex.com,
Please forward the below response to our customer.
Thank you,
Dear Customer,
Thank you for notifying us of your complaintWe 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 youWe have received your complaint and we can totally
understand your frustration
However, as per our record Airline cancelled your reservation on
July 14, We do not know why, but I am attaching the proofWe as
Airfare.com did not cancel your booking at all
Please see the attached copies as proof that Airline has cancelled
your flights not Airfare.comPlease send the proof to Airline to see why they
have done it without your agreementIf you want us to send a request to
Airline, please close the complaint and we will contact the Airline to see why
this happened
Thank you again for bringing this matter to
our attention
If you have any other concern, please
contact us at [email protected] or at ###-###-####
Thank you,
AJ K***
Customer Care Supervisor
Dear Revdex.com,
Please
forward the below response to
our customer.
Thank you,
Dear Customer,
Please
review the attached file which shows the first booking made on *** with the
WRONG the name and we had to cancel it and correct the name as per passport
Please see the 2nd attachment with the new booking number and the
name was correct with a fee of $We have the agreement as wellPlease
be advise that we as Airfare.com do not have any access to do any changes on
your ticketWhatever you booked, the exact details were transferred to our
system and the system issued the ticket as per your request
If
you have any other concern, please contact me directly
Thank you,
AJ K***
Customer Care Supervisor
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because:
*** *** is wrong in his accountability for the air fare costIt was done verbally over the phoneAt no time did the card holder accept the $charges
On 12/I was made aware of the additional charges on the Credit CardI was told to call back on 12/21, at which time I was instructed to email customer services along with the proof of chargesI complied and sent an email explaining the double charges and that the Credit Card Company was contacted and the charges will be disputed
I never received a response prior to our departure on 12/nor during our entire time travelingThen on 12/31, hours before we were due to leave from Israel I received an email from *** *** stating that if the dispute was not lifted from the Credit Card, our flights would be cancelled, leaving us stranded in a foreign country that the state department had issued a travel warning onThis is outright extortionWhat ethical company would threaten to strand their customers in a foreign country offering no alternate resolution? ***.com and *** *** were well aware of the dispute for days, and only hours before our departure time contacted us to remove itIf ***.com and *** *** were correct in their accounting of the transaction, why would they have to threaten to strand us in order to get their money?
No matter what dispute was ongoing, it is downright criminal to threaten to strand us in a foreign country unless *** *** and ***.com got paid. This is unacceptable and they should be stopped form doing this to other customers, and people who use ***.com should be made aware of how they treat their customer and how they conduct businessRegards,*** ***
1/15/
Complaint
On April 28th, 2015, I booked two round trip tickets to the UK through ***.com (Wholesale Tickets) for December 20th through January 3rdThe airliner was *** ***
On December 12th, I submitted to change flight dates on one of two tickets to the UKVia email, I was contacted by
***.com (Wholesale Tickets) and they informed me (via email) that the new change dates (June 6-24th) violated the their change dates policy:
"Dear Customer, Thanks for trusting ***.com, unfortunately the new dates you provided violates ticket validity, new dates for departure and return has to be before April 2016, so please provide us with other dates."
I contacted Wholesale to clarify their policy--as it does not specifically state on their change policy that departure and return must be completed within the calendar yearNowhere (on their site) does it state that a new travel date must be completed within the calendar year of the original purchase dateI was told that they contacted the airline and were told that the dates could not be changed
At that point,I decided to simply cancel the ticket, pay the cancellation fees and receive partial refundI applied to cancel and was not contacted (via email or phone) again by Wholesale TicketsI called two times (December and 15) and was told that they were "waiting to hear" from the airliner (*** ***)On December 16, I called again and was finally told that the airliner would not allow cancellationI asked to receive clarification via email as well as clarification from *** *** confirming that the ticket could not be cancelledWholesale Tickets representative "Charles R***" stated that he did not have to give clarificationI persisted and asked to be sent a clarifying email from both ***.com (Wholesale) and *** *** stating that the ticket could not not be cancelledMrR*** then became offended that I did not "believe him." On a three-way call, he contacted *** *** to clarifyHe explained to the *** *** representative what the situation was and asked if the ticket was refundableThe *** representative explained that the contract was with ***.com and not *** *** *** would not refund me for my costI then asked the *** representative if their change (flight dates) policy were that a passenger had to complete travel within a calendar yearAccording to Wholesale (who said they contacted ***), this was why the original date change could not take placeThe *** representative said said no--as s along as the flight was booked within a calendar year of original purchase then the dates could be changed
At this point, I knew that Wholesale Tickets did not contact *** *** the first time and that they were not being honestWe ended contact with *** ***And based on what the *** *** representative stated, I then asked why the original dates could not be changed if my re-booking dates did not conflict with *** ***'s change policy? I was told by MrR*** that he would look into it and try to get the dates changedI called the next day on December 17th and was told they were still "waiting to hear from the airliner"I called December 18th and was told the same thing and to call back the next dayOn December 19th, I called I was then told that the dates could not be changed because departure and return had to be before April 20th
I looked again on their website regarding the change policy and nothing states that the new date/s have to be completed within a year of the original purchaseI contacted Wholesale once again to ask where it states that new flight dates must be completed within a calendar year of the original purchaseMrR*** pointed out under the "Cancellation Policy" the following statement: "You may be eligible to apply part of your ticket price towards future travel (for a limited time, usually a year ticket expiration varies)." I informed him that I did not wish to cancel but to change my datesAnd that the policy statement is vague and does not pertain to changing but cancelling a flight
Simply put, Wholesale Tickets (***.com) misleads their customers in believing that they are communicating directly with the airliners to change or cancel a ticket when in actuality they are not contacting them at allMoreover, their change or cancellation policy does state that flight change dates (departure and return) must be completed within a calendar year of the original purchase dates
Desired Resolution
I would like a full refund minus their cancellation policy feeI no longer wish to do business with this company as I feel they are dishonest
Consumer Business Dialog
[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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Attn: Revdex.com Good MorningI have received the response from the customerI understand the frustation of this client due to our customer service but I checked the history of this booking and found that our agent put the clients passport information in this booking within couple of munites they received the email with passport informationPlease find the attached documents and verify the time.Please check the information below that Airfare agent MrMike put the passport details in this booking when agent Scott received this email and told Mike to put this information.*** *** P/USA/***21/USA/2***12/F/06***17/ ***/*** ***/***/*** ***(CHD) SSR *** P/CHN/G1***00/CHN/0***P77/F/2***18/ **/***/**/***REF-*** CR-*** ***SU 0001AA/DS-*** I added above information and attached document to prove that our agent tried their best to serve this paxsStill we do apologize if this client is unhappy with our customer serviceWe will be more carefull about our service and try our best to provide best service.If you have any issue and need prompt service please contact us and talk to a supervisorThanks and regards,PeterAirfare.com
Revdex.com Serving Metro Washington, DC and Eastern Pennsylvania K StNW, 10th Floor Washington, DC 20005-###-###-#### FAX ###-###-#### http://www.Revdex.com.org/washington-dc-easteCUSTOMER EXPERIENCE INFORMATION Customer Information: *** *** *** *** AvLakewood , NJ Daytime Phone: ###-###-#### E-mail: *** The details of this matter are as follows: Complaint Involves: Refund or Exchange Issues Customer’s Statement of the Problem: I am rejecting this response because: I refute the claim that I made bookings for the same flight, for the same date, all in the span of minutesIt simply defies commons senseA single booking was made, and when I was notified that the booking will not be confirmed for hours, a practice no other online booking systems have, I realized that something is not right with this siteI called customer service, and was told by transaction was cancelled and creditedRegards, *** *** Cancellation was done via telephone Desired Outcome/Settlement: Full refund requested Desired Settlement: Refund =================================================================== ATTN: Marcia *** The Revdex.com Please be advised that Mr *** *** made booking for himself on the same date which was explained in the previous email with the attached proof, confirmation number, date and time of bookingWe did not make these booking for himThere is no problem in our online booking system that can make automation multiple booking for the same clientWe never have this problem for any other clientAny client can make the booking several times and cancel it free on the same date until 11:pm estor keep the bookingThis passenger made his first booking and voided/cancelled by himself, which proof is attached as a booking change historyHe did not cancel it over the phone When any client makes the booking through our online, they get the flight confirmation email immediatelyWe never notify the client that booking will not be confirmed for hoursIf you have any email notifications about that please send it to us, we will verify Please be advise that client cannot dispute this charge because he agreed to the airlines rules and regulations while he was making the booking through our website, without agreement he would never been able to book this ticketHe chose a deeply discounted highly restricted and nonrefundable ticket Please note disputing the charge amount is in direct breach of our agreementWe are in no way violated the agreement, as the ticket was delivered to the passenger as he was promised, and there is no doubt that this ticket is as valuable as advertised Please be informed that by complaining against us, we can’t help this clientPlease tell him to contact us than we can check with the airlines if we can do anything for this clientTicket money is with the airlines Thanks and best regards Peter Airfare.com Tel: ###-###-#### Ext *** Tell us why here
Revdex.comServing Metro Washington, DC and Eastern PennsylvaniaK StNW, 10th FloorWashington, DC 20005-3404###-###-#### FAX ###-###-####http://www.Revdex.com.org/washington-dc-eastern-paCUSTOMER EXPERIENCE INFORMATIONCustomer Information:*** *** *** *** Av.Lakewood , NJ 08701Daytime
Phone: ###-###-####E-mail: ***The details of this matter are as follows:Complaint Involves:Refund or Exchange Issues Customer’s Statement of the Problem:I've cancelled a flight within an hour of its booking with airfare.com on 11/I was assured by their customer rep that the charge was reversed as wellOn 12/19, this charge was reappliedI was called by an Airfare.com rep, after I disputed the charge, and was told that while the booking was cancelled, the charge was notThis contradicts their original statement, and the confirmation email as well (please see below) Airfare.com *** Nov Flights, Hotels & Much moreDear Traveler, Your Reservation with us has been CANCELEDIf you didn’t request to cancel this Ticket, Please call us back immediatelyIf your card has already been charged, it may take to days for that charge to be reversed back to your cardYour money will be refunded 100%Thank you for giving us the opportunity to serve youWe hope that you will consider us again in the futureHave a great dayYour confirmation number is: *** Thank you for booking with Airfare.com Customer service, Airfare.comComplaint Background:Talked to Company: 12/19/2016Desired Outcome/Settlement: Full refund requested Desired Settlement: Refund==========================================================================...⇄ *** *** The Revdex.com Please be advised that Mr *** *** made a round trip flight booking through our online for himself on Nov, at 12:04pm to travel from EWR to BRU and the booking conformation number of: ***Travel date was on 28Nov, Flight was with Lufthansa AirlinesTotal cost was $Flight booking was confirmed but client went to our online and cancelled that booking only free. Than he made another booking on the same date at 2:10pm for the same flight with same fare and got the anther booking ref conformation number of : *** but there was a problem with the payment so the booking got cancel due to payment did not go through for his second booking. After that he made a third booking on the same date at 12:25pm with the same flight and fare and got a third conformation number of: ***This booking was confirmed and he was able to get charged for this booking successfullyFew mints later we verified the card information with the bank and issued this ticket and sent him the invoice with the new ticket number for that last booking he made with the last new confirmation number was sent to him themHe know very well that he had up until PM of that night to cancel it free, or he can go on line to cancel it if he did not want it then, same as he done with his 1st ticket he booked and cancel it on lineInstead he ignored the matter completely until the date of his traveling is passed and he became a no show that made him lost all the value of that ticket.Please be inform that passenger did not use the active ticket even didn’t call us to cancel prior to departureHe is no show and there is no more value for this ticket and totally nonrefundable ticketHe lost entire ticket cost to the airline by being a no showHe did agree to the rule and regulation of exactly that when he was making his booking or his purchase would have never went throughPlease check the attached booking information from our system that he made these booking from his same IP and using the same emailHe got the cancelation confirmation for the first booking ref: ***This was cancelled by him.Please be advise that client cannot dispute this charge because he agreed to the airlines rules and regulations while he was making the booking through our website, without agreement he would never been able to book this ticketHe chose a deeply discounted highly restricted and nonrefundable ticket.Please note disputing the charge amount is in direct breach of our agreementWe are in no way violated the agreement, as the ticket was delivered to the passenger as he was promised, and there is no doubt that this ticket is as valuable as advertised.Thanks and best regards.PeterAirfare.comTel: ###-###-#### Ext 222***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
The following is stated on your website under rules and regulations regarding your cancellation policyCancellation Policy:
You can cancel your reservation up until 11:pm Eastern
Time (North America) on the same day you booked without penaltyAfter
that the ticket is non-refundable, if ***.com is able to obtain a
waiver from the Airline to allow a refund, there will be a minimum of
$fee per ticket and will apply upfront.***.com understands that unexpected situations may come up to where your travel
plans must be changedIf you need to make a change request please do so before
the first travel date has passedDue to the higher than 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 $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 and a misrepresentation of what ***.com actually does***.com DOES NOT contact the airline to see if the ticket can be cancelledYou contact a CONSOLIDATOR, which is NOT affiliated with the airlinerYour policy is a misrepresentation of what you actually doThis became apparent when I first tried to change the dates of the flightsA *** *** 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***.com claims that it contacts the airline but it does notIf ***.com did contact the airline, the new ticket dates would have been fine according to *** ***'s policyMoreover, when I asked a *** 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 $to change the flight dates but after I was told by an ***.com representative that *** *** would not allow the new dates I knew this was not trueTherefore, I simply decided to try to cancel the flight and pay the $I would be fine if ***.com provides written correspondence/s and/or verification (via email or letter) showing that they actually contacted *** *** Airlines as they claim they do (and did)If this issue is not fairly resolved I will also be writing formal letters to both *** *** as well as ***
Regards,
*** ***
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Is AJ K*** even a real person? I have some doubts hereWho is he?To be very clear, I payed Wholesale Travel Center for the tickets, not the airlinesThe airlines do not and never had my moneyIt is always the travel agency you pay for the trip that is responsible for a refund if they mess up the reservation. Again and again I keep repeating, I have contacted the airlines many times and each time the message was the same, Wholesale Travel Center messed up the reservation and they should make it right, there was nothing the airlines could do.It is also bizarre that AJ K*** needs me to send a copy of my passport and signature via email to someone I do not know who it is on the receiving side so that he can conduct the business with the airlines representing Wholesale Travel Center! Seriously? Please, please, read the whole storyThe direction this investigation is heading makes no sense.When I called the airlines they never asked for these things and they spoke with me openly and in detailsAgain, they said that Wholesale Travel Center did not do their job in completing the reservation so that my family could flyThey said that is it very strange what they did with the reservation and that they should inform the customer that that reservation is messed up which they did not do as we knowAgain, seeing this nonsense, I ask, who is AJ Knight?It seems that Wholesale Travel Center got pissed off because of the initial problems with the reservation they refused to solve and decided to punish my family in this unusual wayThey still owe me money as I mention in my previous convetationIf this cannot me resolved to my satisfaction, I will consider a small claim court. I hope I have answered all your questions
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I would be very interested to listen to the call between myself and your customer service agentWhy would they claim that the value of the change fee would raise from $to $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 hours? Why was your customer service agent so hostile? These are the main reasons that I am unsatisfiedI find it the entire method that you chose to solve this issue extremely unprofessional and frankly very shady.
Regards,
***
Dear Revdex.com,
Please forward the below response to our customer.
Thank you,
Dear Customer,
Please be advise that we contact the AirlineYou
notified us on July not to proceed with the name correction, but
Airline already transferred the seats to the new booking we made for you and
when we notified the Airline on July to keep everything as is, but it
was too late and the seats were cancelled on your old booking and the new
booking was cancelled as you said do not proceed with the name correctionYou
left with no active ticket
Airline said the reason they cancelled the seats on
your old booking was due to incorrect nameIn order to use the value on the
old ticket, you must pay the change fee, difference in fare, plus the name
correction feeYou were not able to travel on the old name as your US passport
does not show your old nameAgain, we did not cancel your booking Your ticket is only changeable with fees
Thank
you,
AJ
K***
Customer
Care Supervisor
The Revdex.com has received a customer concern about your business Complaint Background: Product/Service: Airline ticket Purchase Date: 6/21/Problem Occurred: 6/25/Order Number: *** and *** Talked to Company: 6/28/Talked to Company (2nd): 6/29/Talked to Company (3rd): 6/29/2016 Complaint: Name of Salesperson: NA Purchase Price: $Disputed Amount: $Booking reference Number: *** and *** Name of the passenger: *** *** Please be advised that we gave the correct information with the proof from this booking historyThis passenger booked her ticket on 19th June, and she received the confirmation email and invoice with the ticket number in the same date she booked this flightI attached the screenshot from our booking history so she will find the time and detailsShe can check her junk email also if it is thereIf she says, we sent her the acceptance screen shot that is not correct or we updated something, how come it’s showing that she refused the first offer? She can still verify by going to our website that she logged in her booking and accepted the offerShe will see the time of her acceptanceWhen I spoke to her about the first refusal, she agreed and said she didSame way when she accepted the offer, it came to our online system that passenger acceptedIf she doesn’t believe our screen shot, she can still log in her booking through our website to see if the information is correct or notShe was telling us that she disputed the charges with her card company, therefore we had to secured the original ticket cost by charging her again and we sent her an email and spoke to her and advise that if she send us an email confirmation saying that she is not disputing the original ticket cost US$and exchange penalty US$768.00, than we will able to remove/refund the new chargesWe called her several times and spoke to her to resolve this issueShe was frustrated and asked the solutions on what she wants only by refunding her money in full but this is where we are restricted by this ticketing rules and regulation which she agreed at the time of her bookingWe even tried our best to see if we can void the exchange ticket with the airlines when passenger said that she spoke to the airlines about that but unable to do that because of exchanged ticketEven tried to provide her different destination which she asked after her exchanged doneWhen we called her several times to resolve this issue than why should we hang up? Still we do apologize if her phone call got disconnected with someone for some technical reasonPassenger can still send us the written request for the refund than we will try our best to see if we can get the waiver to refund this ticket with the penaltyThere is no guarantee for the refund and passenger has to agree if there any penalty involveShe can go to our website and request for a refund than we will check and let her know if there any waiver we can obtain for refundThanks and regards, Peter Airfare.com
Dear Revdex.com,Please forward the below response to our customer. Thank you,AJ K*** Dear Customer,
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
However,
as per the fare rules on all the tickets are
non-refundablePlease be advise that when you went to our website, you have
purchased an airline tickets that are completely non-refundable per the fare
rules you agreed on our websiteDuring the process of that purchase and after
you selected the date and the price you liked, you were given several chance to
go back out of this purchaseYou were presented with the terms and conditions
of the ticket times in bold, large letters
Our goal was to make sure absolutely sure that you understood the
fare rulesThe change fee for
international is $per ticket plus any fare differenceThe fees will
apply at the time of re-issuing the ticket
This is the best solution to this problemWe have received the
reply from our ticketing agent confirming that the ticket must be used/trip
must be completed before the expiration date of the ticket (April 2016)The
ticket was issued on April 29, and we already stated in our rules and a
regulation that you may be eligible to use the ticket usually the validity is
one year from the date of issue
If you would like to send us a change request, please go to our
website at www.***.com and click the tap
(changes by E-mail) and sent us the request and someone will get back to you
soon with a quoteBelow is your online agreement we have received when you
booked the airline tickets
I acknowledge that
this document will serve as my electronic signature for legal purposes and
understand that:
The credit card holder
will be debited for the ticket(s) amount listed in the booking
Fares are not guaranteed until ticketed
ALL TICKETS SOLD ARE NON-REFUNDABLE AND NON
TRANSFERABLE
I have accepted the terms and conditions which I
ticked to confirm during the booking process
Thank you,
AJ k***
Customer Care Supervisor
***.com Team
Member
Dear Revdex.com,Please forward the below response to our customer. Thank you,AJ K***Dear Customer,First of all, our verification dept., called you on July 22,
at 1:pm and left a message so you can call back to complete the
verification as the bank refused to verify your name and addressWhen you
called back, you spoke with MrU*** and he completed the verificationKeep
in mind that you made the booking online on July 21, at 12:pm
Please be advise that couple minutes later you called and
said that there is something wrong with your name as your correct name should
be (***/*** ***)Please note this; we do not know what your name
on your passport isYou know your name very wellThe name correction fee is
usually same as change fee of $350.00, but since we were able to reduce
it for you and we only asked for $You can check this on our rules and
regulations by going to www.Airfare.com
and click on the Regulations link on the top right corner
We did not notice, you have noticed that you entered a wrong
name on the bookingOnce again, we do not know your full nameYou should have
checked your reservation to make sure you entered all the information correctly
Why we should check it? It’s not our responsibility to check everyone’s name in
the systemYou should be happy that we were able to fix the name; otherwise
you could lose the entire value on the ticket. Thank you,AJ K***Customer Care Supervisor
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
We never even received physical ticketsWe couldn't even be checked in AT ALLThere were ticket numbers on an email that was sent to us and that was it*** Airlines could not find anything existing under our flight info. They referred us to call *** Airways, they even gave me the number to callAnd doing so we missed our flightWe 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 *** Airlines line and the service rep told us it didn't matter, because the flight was totally bookedSo 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 dealSo we called *** Airways again and they said there was nothing that they could doThey said that our itinerary had been deleted since we were 'no shows' and that they couldn't do anythingSo then we called our insurance company any they told us to file a claim when we got homeThis is so sad and so ridiculousSomeone needs to be held accountable for this mess!
Regards,
*** ***
We do not issue invalid tickets at all We are not responsible for arriving late or not putting on the flightOnce again, airline already issued refund on the taxes/fees to the original form of paymentWe no longer have access on your ticketsThe status of the ticket is been controlled by the airline
Dear Revdex.com,
Please
forward the below response to
our customer.
Thank you,
Dear Customer,
Thank
you for notifying us of your complaintWe 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 youI have received your complaint and I can totally understand
your frustrationThe request is sent to Airline for further investigation
As
soon as we receive a reply form Airline, we will notify you
Thank you,
AJ K***
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 complaintWe 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
knowWe’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 youI have received your complaint and I can totally understand your frustration. We have reviewed your booking and we were able to waive the $processing fee as a courtesyPlease keep in mind that in future, we will not be able to waive such feesWe do understand that your flight was changed by Airline, but to work on it, there is a feePlease be advise that we will cancel your flight and we will send a request to Airline to process FULL refundThe full refund may take between 3-weeks. If you have any other concern, please let us know by contacting Airfare.com at *** Thank you,AJ K***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 complaintWe 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 youWe have received your complaint and we can totally understand
your frustration
First of all, we are
sorry for your lossAs per our record, we did inform you to provide us the
copy of the Death Certificate and then we will proceed with the exchange on
your reservationWe have received the call on October that you will
complete the online change requestOn the same day, we sent you the proposal
with the fees (keep in mind, we did not receive the copy of the death
certificate from you), and on the same day you accepted the proposalAccording
to your agreement, we have proceeded with the exchangeAttached are the
proofs that we have done the exchange as per your request/agreement, and we
have issued new tickets (travel date is on November 2015)Unfortunately, we
cannot refund any fee as the exchange was processed and you have the new
tickets to travel on November Please see the attached files as
proof. Thank you,AJ K***
Dear Revdex.com, Please forward the below response to our customer. Thank you, Dear Customer,The below refund was processed in FULLWe have waived all the services fees. Refund Amount: $1477.99Refund Date: June 02, 2015Credit Card Number: AMEXXXXXXXXX1009Please close this case as satisfactory. Thank you,AJ K*** Customer Care Supervisor
Attn:*** *** The Revdex.comSubject: Regarding complaint ID:*** /client:*** *** ***Dear Madam/Sir,Please be advice that we don't sale any hotel room through our travel agencyThis passenger probably bought this product/service through different agency.I tried
to reach this client by dialing the phone number you provided but nobody answers.Therefore, I request you to check with the client again who is the merchant and selling agentClient can reach me at *** *** *** Ext *** if he has a issue with wholesale travel/airfare.com for clarification.Thanks and regards,Peter (PJ)
Dear Revdex.com,
Please forward the below response to our customer.
Thank you,
Dear Customer,
Thank you for notifying us of your complaintWe 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 youWe have received your complaint and we can totally
understand your frustration
However, as per our record Airline cancelled your reservation on
July 14, We do not know why, but I am attaching the proofWe as
Airfare.com did not cancel your booking at all
Please see the attached copies as proof that Airline has cancelled
your flights not Airfare.comPlease send the proof to Airline to see why they
have done it without your agreementIf you want us to send a request to
Airline, please close the complaint and we will contact the Airline to see why
this happened
Thank you again for bringing this matter to
our attention
If you have any other concern, please
contact us at [email protected] or at ###-###-####
Thank you,
AJ K***
Customer Care Supervisor
Dear Revdex.com,
Please
forward the below response to
our customer.
Thank you,
Dear Customer,
Please
review the attached file which shows the first booking made on *** with the
WRONG the name and we had to cancel it and correct the name as per passport
Please see the 2nd attachment with the new booking number and the
name was correct with a fee of $We have the agreement as wellPlease
be advise that we as Airfare.com do not have any access to do any changes on
your ticketWhatever you booked, the exact details were transferred to our
system and the system issued the ticket as per your request
If
you have any other concern, please contact me directly
Thank you,
AJ K***
Customer Care Supervisor
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because:
*** *** is wrong in his accountability for the air fare costIt was done verbally over the phoneAt no time did the card holder accept the $charges
On 12/I was made aware of the additional charges on the Credit CardI was told to call back on 12/21, at which time I was instructed to email customer services along with the proof of chargesI complied and sent an email explaining the double charges and that the Credit Card Company was contacted and the charges will be disputed
I never received a response prior to our departure on 12/nor during our entire time travelingThen on 12/31, hours before we were due to leave from Israel I received an email from *** *** stating that if the dispute was not lifted from the Credit Card, our flights would be cancelled, leaving us stranded in a foreign country that the state department had issued a travel warning onThis is outright extortionWhat ethical company would threaten to strand their customers in a foreign country offering no alternate resolution? ***.com and *** *** were well aware of the dispute for days, and only hours before our departure time contacted us to remove itIf ***.com and *** *** were correct in their accounting of the transaction, why would they have to threaten to strand us in order to get their money?
No matter what dispute was ongoing, it is downright criminal to threaten to strand us in a foreign country unless *** *** and ***.com got paid. This is unacceptable and they should be stopped form doing this to other customers, and people who use ***.com should be made aware of how they treat their customer and how they conduct businessRegards,*** ***
1/15/
Complaint
On April 28th, 2015, I booked two round trip tickets to the UK through ***.com (Wholesale Tickets) for December 20th through January 3rdThe airliner was *** ***
On December 12th, I submitted to change flight dates on one of two tickets to the UKVia email, I was contacted by
***.com (Wholesale Tickets) and they informed me (via email) that the new change dates (June 6-24th) violated the their change dates policy:
"Dear Customer, Thanks for trusting ***.com, unfortunately the new dates you provided violates ticket validity, new dates for departure and return has to be before April 2016, so please provide us with other dates."
I contacted Wholesale to clarify their policy--as it does not specifically state on their change policy that departure and return must be completed within the calendar yearNowhere (on their site) does it state that a new travel date must be completed within the calendar year of the original purchase dateI was told that they contacted the airline and were told that the dates could not be changed
At that point,I decided to simply cancel the ticket, pay the cancellation fees and receive partial refundI applied to cancel and was not contacted (via email or phone) again by Wholesale TicketsI called two times (December and 15) and was told that they were "waiting to hear" from the airliner (*** ***)On December 16, I called again and was finally told that the airliner would not allow cancellationI asked to receive clarification via email as well as clarification from *** *** confirming that the ticket could not be cancelledWholesale Tickets representative "Charles R***" stated that he did not have to give clarificationI persisted and asked to be sent a clarifying email from both ***.com (Wholesale) and *** *** stating that the ticket could not not be cancelledMrR*** then became offended that I did not "believe him." On a three-way call, he contacted *** *** to clarifyHe explained to the *** *** representative what the situation was and asked if the ticket was refundableThe *** representative explained that the contract was with ***.com and not *** *** *** would not refund me for my costI then asked the *** representative if their change (flight dates) policy were that a passenger had to complete travel within a calendar yearAccording to Wholesale (who said they contacted ***), this was why the original date change could not take placeThe *** representative said said no--as s along as the flight was booked within a calendar year of original purchase then the dates could be changed
At this point, I knew that Wholesale Tickets did not contact *** *** the first time and that they were not being honestWe ended contact with *** ***And based on what the *** *** representative stated, I then asked why the original dates could not be changed if my re-booking dates did not conflict with *** ***'s change policy? I was told by MrR*** that he would look into it and try to get the dates changedI called the next day on December 17th and was told they were still "waiting to hear from the airliner"I called December 18th and was told the same thing and to call back the next dayOn December 19th, I called I was then told that the dates could not be changed because departure and return had to be before April 20th
I looked again on their website regarding the change policy and nothing states that the new date/s have to be completed within a year of the original purchaseI contacted Wholesale once again to ask where it states that new flight dates must be completed within a calendar year of the original purchaseMrR*** pointed out under the "Cancellation Policy" the following statement: "You may be eligible to apply part of your ticket price towards future travel (for a limited time, usually a year ticket expiration varies)." I informed him that I did not wish to cancel but to change my datesAnd that the policy statement is vague and does not pertain to changing but cancelling a flight
Simply put, Wholesale Tickets (***.com) misleads their customers in believing that they are communicating directly with the airliners to change or cancel a ticket when in actuality they are not contacting them at allMoreover, their change or cancellation policy does state that flight change dates (departure and return) must be completed within a calendar year of the original purchase dates
Desired Resolution
I would like a full refund minus their cancellation policy feeI no longer wish to do business with this company as I feel they are dishonest
Consumer Business Dialog
[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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Attn: Revdex.com Good MorningI have received the response from the customerI understand the frustation of this client due to our customer service but I checked the history of this booking and found that our agent put the clients passport information in this booking within couple of munites they received the email with passport informationPlease find the attached documents and verify the time.Please check the information below that Airfare agent MrMike put the passport details in this booking when agent Scott received this email and told Mike to put this information.*** *** P/USA/***21/USA/2***12/F/06***17/ ***/*** ***/***/*** ***(CHD) SSR *** P/CHN/G1***00/CHN/0***P77/F/2***18/ **/***/**/***REF-*** CR-*** ***SU 0001AA/DS-*** I added above information and attached document to prove that our agent tried their best to serve this paxsStill we do apologize if this client is unhappy with our customer serviceWe will be more carefull about our service and try our best to provide best service.If you have any issue and need prompt service please contact us and talk to a supervisorThanks and regards,PeterAirfare.com
Revdex.com Serving Metro Washington, DC and Eastern Pennsylvania K StNW, 10th Floor Washington, DC 20005-###-###-#### FAX ###-###-#### http://www.Revdex.com.org/washington-dc-easteCUSTOMER EXPERIENCE INFORMATION Customer Information: *** *** *** *** AvLakewood , NJ Daytime Phone: ###-###-#### E-mail: *** The details of this matter are as follows: Complaint Involves: Refund or Exchange Issues Customer’s Statement of the Problem: I am rejecting this response because: I refute the claim that I made bookings for the same flight, for the same date, all in the span of minutesIt simply defies commons senseA single booking was made, and when I was notified that the booking will not be confirmed for hours, a practice no other online booking systems have, I realized that something is not right with this siteI called customer service, and was told by transaction was cancelled and creditedRegards, *** *** Cancellation was done via telephone Desired Outcome/Settlement: Full refund requested Desired Settlement: Refund =================================================================== ATTN: Marcia *** The Revdex.com Please be advised that Mr *** *** made booking for himself on the same date which was explained in the previous email with the attached proof, confirmation number, date and time of bookingWe did not make these booking for himThere is no problem in our online booking system that can make automation multiple booking for the same clientWe never have this problem for any other clientAny client can make the booking several times and cancel it free on the same date until 11:pm estor keep the bookingThis passenger made his first booking and voided/cancelled by himself, which proof is attached as a booking change historyHe did not cancel it over the phone When any client makes the booking through our online, they get the flight confirmation email immediatelyWe never notify the client that booking will not be confirmed for hoursIf you have any email notifications about that please send it to us, we will verify Please be advise that client cannot dispute this charge because he agreed to the airlines rules and regulations while he was making the booking through our website, without agreement he would never been able to book this ticketHe chose a deeply discounted highly restricted and nonrefundable ticket Please note disputing the charge amount is in direct breach of our agreementWe are in no way violated the agreement, as the ticket was delivered to the passenger as he was promised, and there is no doubt that this ticket is as valuable as advertised Please be informed that by complaining against us, we can’t help this clientPlease tell him to contact us than we can check with the airlines if we can do anything for this clientTicket money is with the airlines Thanks and best regards Peter Airfare.com Tel: ###-###-#### Ext *** Tell us why here
Revdex.comServing Metro Washington, DC and Eastern PennsylvaniaK StNW, 10th FloorWashington, DC 20005-3404###-###-#### FAX ###-###-####http://www.Revdex.com.org/washington-dc-eastern-paCUSTOMER EXPERIENCE INFORMATIONCustomer Information:*** *** *** *** Av.Lakewood , NJ 08701Daytime
Phone: ###-###-####E-mail: ***The details of this matter are as follows:Complaint Involves:Refund or Exchange Issues Customer’s Statement of the Problem:I've cancelled a flight within an hour of its booking with airfare.com on 11/I was assured by their customer rep that the charge was reversed as wellOn 12/19, this charge was reappliedI was called by an Airfare.com rep, after I disputed the charge, and was told that while the booking was cancelled, the charge was notThis contradicts their original statement, and the confirmation email as well (please see below) Airfare.com *** Nov Flights, Hotels & Much moreDear Traveler, Your Reservation with us has been CANCELEDIf you didn’t request to cancel this Ticket, Please call us back immediatelyIf your card has already been charged, it may take to days for that charge to be reversed back to your cardYour money will be refunded 100%Thank you for giving us the opportunity to serve youWe hope that you will consider us again in the futureHave a great dayYour confirmation number is: *** Thank you for booking with Airfare.com Customer service, Airfare.comComplaint Background:Talked to Company: 12/19/2016Desired Outcome/Settlement: Full refund requested Desired Settlement: Refund==========================================================================...⇄ *** *** The Revdex.com Please be advised that Mr *** *** made a round trip flight booking through our online for himself on Nov, at 12:04pm to travel from EWR to BRU and the booking conformation number of: ***Travel date was on 28Nov, Flight was with Lufthansa AirlinesTotal cost was $Flight booking was confirmed but client went to our online and cancelled that booking only free. Than he made another booking on the same date at 2:10pm for the same flight with same fare and got the anther booking ref conformation number of : *** but there was a problem with the payment so the booking got cancel due to payment did not go through for his second booking. After that he made a third booking on the same date at 12:25pm with the same flight and fare and got a third conformation number of: ***This booking was confirmed and he was able to get charged for this booking successfullyFew mints later we verified the card information with the bank and issued this ticket and sent him the invoice with the new ticket number for that last booking he made with the last new confirmation number was sent to him themHe know very well that he had up until PM of that night to cancel it free, or he can go on line to cancel it if he did not want it then, same as he done with his 1st ticket he booked and cancel it on lineInstead he ignored the matter completely until the date of his traveling is passed and he became a no show that made him lost all the value of that ticket.Please be inform that passenger did not use the active ticket even didn’t call us to cancel prior to departureHe is no show and there is no more value for this ticket and totally nonrefundable ticketHe lost entire ticket cost to the airline by being a no showHe did agree to the rule and regulation of exactly that when he was making his booking or his purchase would have never went throughPlease check the attached booking information from our system that he made these booking from his same IP and using the same emailHe got the cancelation confirmation for the first booking ref: ***This was cancelled by him.Please be advise that client cannot dispute this charge because he agreed to the airlines rules and regulations while he was making the booking through our website, without agreement he would never been able to book this ticketHe chose a deeply discounted highly restricted and nonrefundable ticket.Please note disputing the charge amount is in direct breach of our agreementWe are in no way violated the agreement, as the ticket was delivered to the passenger as he was promised, and there is no doubt that this ticket is as valuable as advertised.Thanks and best regards.PeterAirfare.comTel: ###-###-#### Ext 222***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
The following is stated on your website under rules and regulations regarding your cancellation policyCancellation Policy:
You can cancel your reservation up until 11:pm Eastern
Time (North America) on the same day you booked without penaltyAfter
that the ticket is non-refundable, if ***.com is able to obtain a
waiver from the Airline to allow a refund, there will be a minimum of
$fee per ticket and will apply upfront.***.com understands that unexpected situations may come up to where your travel
plans must be changedIf you need to make a change request please do so before
the first travel date has passedDue to the higher than 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 $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 and a misrepresentation of what ***.com actually does***.com DOES NOT contact the airline to see if the ticket can be cancelledYou contact a CONSOLIDATOR, which is NOT affiliated with the airlinerYour policy is a misrepresentation of what you actually doThis became apparent when I first tried to change the dates of the flightsA *** *** 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***.com claims that it contacts the airline but it does notIf ***.com did contact the airline, the new ticket dates would have been fine according to *** ***'s policyMoreover, when I asked a *** 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 $to change the flight dates but after I was told by an ***.com representative that *** *** would not allow the new dates I knew this was not trueTherefore, I simply decided to try to cancel the flight and pay the $I would be fine if ***.com provides written correspondence/s and/or verification (via email or letter) showing that they actually contacted *** *** Airlines as they claim they do (and did)If this issue is not fairly resolved I will also be writing formal letters to both *** *** as well as ***
Regards,
*** ***
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Is AJ K*** even a real person? I have some doubts hereWho is he?To be very clear, I payed Wholesale Travel Center for the tickets, not the airlinesThe airlines do not and never had my moneyIt is always the travel agency you pay for the trip that is responsible for a refund if they mess up the reservation. Again and again I keep repeating, I have contacted the airlines many times and each time the message was the same, Wholesale Travel Center messed up the reservation and they should make it right, there was nothing the airlines could do.It is also bizarre that AJ K*** needs me to send a copy of my passport and signature via email to someone I do not know who it is on the receiving side so that he can conduct the business with the airlines representing Wholesale Travel Center! Seriously? Please, please, read the whole storyThe direction this investigation is heading makes no sense.When I called the airlines they never asked for these things and they spoke with me openly and in detailsAgain, they said that Wholesale Travel Center did not do their job in completing the reservation so that my family could flyThey said that is it very strange what they did with the reservation and that they should inform the customer that that reservation is messed up which they did not do as we knowAgain, seeing this nonsense, I ask, who is AJ Knight?It seems that Wholesale Travel Center got pissed off because of the initial problems with the reservation they refused to solve and decided to punish my family in this unusual wayThey still owe me money as I mention in my previous convetationIf this cannot me resolved to my satisfaction, I will consider a small claim court. I hope I have answered all your questions
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I would be very interested to listen to the call between myself and your customer service agentWhy would they claim that the value of the change fee would raise from $to $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 hours? Why was your customer service agent so hostile? These are the main reasons that I am unsatisfiedI find it the entire method that you chose to solve this issue extremely unprofessional and frankly very shady.
Regards,
***
Dear Revdex.com,
Please forward the below response to our customer.
Thank you,
Dear Customer,
Please be advise that we contact the AirlineYou
notified us on July not to proceed with the name correction, but
Airline already transferred the seats to the new booking we made for you and
when we notified the Airline on July to keep everything as is, but it
was too late and the seats were cancelled on your old booking and the new
booking was cancelled as you said do not proceed with the name correctionYou
left with no active ticket
Airline said the reason they cancelled the seats on
your old booking was due to incorrect nameIn order to use the value on the
old ticket, you must pay the change fee, difference in fare, plus the name
correction feeYou were not able to travel on the old name as your US passport
does not show your old nameAgain, we did not cancel your booking Your ticket is only changeable with fees
Thank
you,
AJ
K***
Customer
Care Supervisor
The Revdex.com has received a customer concern about your business Complaint Background: Product/Service: Airline ticket Purchase Date: 6/21/Problem Occurred: 6/25/Order Number: *** and *** Talked to Company: 6/28/Talked to Company (2nd): 6/29/Talked to Company (3rd): 6/29/2016 Complaint: Name of Salesperson: NA Purchase Price: $Disputed Amount: $Booking reference Number: *** and *** Name of the passenger: *** *** Please be advised that we gave the correct information with the proof from this booking historyThis passenger booked her ticket on 19th June, and she received the confirmation email and invoice with the ticket number in the same date she booked this flightI attached the screenshot from our booking history so she will find the time and detailsShe can check her junk email also if it is thereIf she says, we sent her the acceptance screen shot that is not correct or we updated something, how come it’s showing that she refused the first offer? She can still verify by going to our website that she logged in her booking and accepted the offerShe will see the time of her acceptanceWhen I spoke to her about the first refusal, she agreed and said she didSame way when she accepted the offer, it came to our online system that passenger acceptedIf she doesn’t believe our screen shot, she can still log in her booking through our website to see if the information is correct or notShe was telling us that she disputed the charges with her card company, therefore we had to secured the original ticket cost by charging her again and we sent her an email and spoke to her and advise that if she send us an email confirmation saying that she is not disputing the original ticket cost US$and exchange penalty US$768.00, than we will able to remove/refund the new chargesWe called her several times and spoke to her to resolve this issueShe was frustrated and asked the solutions on what she wants only by refunding her money in full but this is where we are restricted by this ticketing rules and regulation which she agreed at the time of her bookingWe even tried our best to see if we can void the exchange ticket with the airlines when passenger said that she spoke to the airlines about that but unable to do that because of exchanged ticketEven tried to provide her different destination which she asked after her exchanged doneWhen we called her several times to resolve this issue than why should we hang up? Still we do apologize if her phone call got disconnected with someone for some technical reasonPassenger can still send us the written request for the refund than we will try our best to see if we can get the waiver to refund this ticket with the penaltyThere is no guarantee for the refund and passenger has to agree if there any penalty involveShe can go to our website and request for a refund than we will check and let her know if there any waiver we can obtain for refundThanks and regards, Peter Airfare.com
Dear Revdex.com,Please forward the below response to our customer. Thank you,AJ K*** Dear Customer,
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
However,
as per the fare rules on all the tickets are
non-refundablePlease be advise that when you went to our website, you have
purchased an airline tickets that are completely non-refundable per the fare
rules you agreed on our websiteDuring the process of that purchase and after
you selected the date and the price you liked, you were given several chance to
go back out of this purchaseYou were presented with the terms and conditions
of the ticket times in bold, large letters
Our goal was to make sure absolutely sure that you understood the
fare rulesThe change fee for
international is $per ticket plus any fare differenceThe fees will
apply at the time of re-issuing the ticket
This is the best solution to this problemWe have received the
reply from our ticketing agent confirming that the ticket must be used/trip
must be completed before the expiration date of the ticket (April 2016)The
ticket was issued on April 29, and we already stated in our rules and a
regulation that you may be eligible to use the ticket usually the validity is
one year from the date of issue
If you would like to send us a change request, please go to our
website at www.***.com and click the tap
(changes by E-mail) and sent us the request and someone will get back to you
soon with a quoteBelow is your online agreement we have received when you
booked the airline tickets
I acknowledge that
this document will serve as my electronic signature for legal purposes and
understand that:
The credit card holder
will be debited for the ticket(s) amount listed in the booking
Fares are not guaranteed until ticketed
ALL TICKETS SOLD ARE NON-REFUNDABLE AND NON
TRANSFERABLE
I have accepted the terms and conditions which I
ticked to confirm during the booking process
Thank you,
AJ k***
Customer Care Supervisor
***.com Team
Member
Dear Revdex.com,Please forward the below response to our customer. Thank you,AJ K***Dear Customer,First of all, our verification dept., called you on July 22,
at 1:pm and left a message so you can call back to complete the
verification as the bank refused to verify your name and addressWhen you
called back, you spoke with MrU*** and he completed the verificationKeep
in mind that you made the booking online on July 21, at 12:pm
Please be advise that couple minutes later you called and
said that there is something wrong with your name as your correct name should
be (***/*** ***)Please note this; we do not know what your name
on your passport isYou know your name very wellThe name correction fee is
usually same as change fee of $350.00, but since we were able to reduce
it for you and we only asked for $You can check this on our rules and
regulations by going to www.Airfare.com
and click on the Regulations link on the top right corner
We did not notice, you have noticed that you entered a wrong
name on the bookingOnce again, we do not know your full nameYou should have
checked your reservation to make sure you entered all the information correctly
Why we should check it? It’s not our responsibility to check everyone’s name in
the systemYou should be happy that we were able to fix the name; otherwise
you could lose the entire value on the ticket. Thank you,AJ K***Customer Care Supervisor
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
We never even received physical ticketsWe couldn't even be checked in AT ALLThere were ticket numbers on an email that was sent to us and that was it*** Airlines could not find anything existing under our flight info. They referred us to call *** Airways, they even gave me the number to callAnd doing so we missed our flightWe 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 *** Airlines line and the service rep told us it didn't matter, because the flight was totally bookedSo 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 dealSo we called *** Airways again and they said there was nothing that they could doThey said that our itinerary had been deleted since we were 'no shows' and that they couldn't do anythingSo then we called our insurance company any they told us to file a claim when we got homeThis is so sad and so ridiculousSomeone needs to be held accountable for this mess!
Regards,
*** ***
We do not issue invalid tickets at all We are not responsible for arriving late or not putting on the flightOnce again, airline already issued refund on the taxes/fees to the original form of paymentWe no longer have access on your ticketsThe status of the ticket is been controlled by the airline
Dear Revdex.com,
Please
forward the below response to
our customer.
Thank you,
Dear Customer,
Thank
you for notifying us of your complaintWe 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 youI have received your complaint and I can totally understand
your frustrationThe request is sent to Airline for further investigation
As
soon as we receive a reply form Airline, we will notify you
Thank you,
AJ K***
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 complaintWe 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
knowWe’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 youI have received your complaint and I can totally understand your frustration. We have reviewed your booking and we were able to waive the $processing fee as a courtesyPlease keep in mind that in future, we will not be able to waive such feesWe do understand that your flight was changed by Airline, but to work on it, there is a feePlease be advise that we will cancel your flight and we will send a request to Airline to process FULL refundThe full refund may take between 3-weeks. If you have any other concern, please let us know by contacting Airfare.com at *** Thank you,AJ K***Customer Care Supervisor