Dear Revdex.com, Please forward the below response to our customer. Thank you,AJ K*** Dear Customer,
","serif"">First of all, we are sorry for your
lossThank 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
Please be advise that when you went
to our website, you have purchased an airline ticket that is 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 lettersOur
goal was to make sure absolutely sure that you understood the fare rules
We went extra miles and obtained approval from
Airline to allow refunding your ticket with penaltyIf you wish to obtain a
refund, you must pay the cancellation fee upfront
We went extra miles and obtained approval from
Airline to allow refunding your tickets with penaltyWe are willing to reduce
the cancellation fee to $per ticketIf you wish to cancel your booking and
receive full refund, you must pay the cancellation fee upfrontPlease be
advise that when you booked these tickets you agreed to the below details:
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 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
Cancellation 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 $450.00 fee per ticket
and will apply upfront. As per our record, we have done
nothing wrongYou went to ***.com and searched for flight and it was
transferred to our page
If we do not receive the refund
form, then the value of your ticket will be on hold for future
use by paying the change fee plus any fare difference at the time of
re-issuing the new ticketUsually the ticket has year from the date of issue
and the trip must be completed at least days prior the expiration date
If you have any other concern,
please let us know by contacting***.comat
CS@***.com
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
As
per our record the reason it was cancelled was due to security reason and we
did notified you via email on October 22, (The next day), your flight was
booked to depart on November You failed to reply to our verification measure,
therefore the booking was cancelled and your funds were returned to youWe
never do bait and switch operationFor more info please read the rules and
regulations at www.airfare.com regarding
verification process
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
Your
itinerary has been affected by a schedule change, resulting in revisions to
your flight number(s), departure and arrival times, air craft type and/or seat
assignment(s)
Please
note that Airfare.com does not and cannot change reservations without the
written consent of the travelerAirlines are constantly updating their systems
with new flight times and routingWe will do everything we can to help you
find acceptable arrangements, but the airline must approve all passengers’
schedule changes
To view
full reservation details, please visit***
Please
note that other information such as code-share partners may also have been
updated, and flight times remain subject to changeBe sure to check your
flight status online prior to going to the airport
We have just sent you an email to
agree to the new flights we have reserved for youPlease check your email and
reply to the email you received in order to re-issue your flight** *** * *** * *** *** *** ***
** *** * *** * *** *** *** ***
Thank you,
AJ K***
Customer Care Supervisor
Case #: ***Consumer Info:*** *** *** ***Falls Church, VA ***0***@***.comBusiness Info:Wholesale Travel Center, Inc- 41st Street NW, Suite 300Washington, DC 20016###-###-####Date Filed: 4/8/2016Nature of the
Complaint: Refund / Exchange IssuesConsumer’s Desired Resolution:I have paid $in processing fees for a refund they they apparently have not processedI would like to get my refund as soon as possibleas well as part of the processing fee seeing as ***.com did not provide the service for it. ATTN: *** *** The Revdex.com Please be advised that ** *** *** purchased *** AIRLINES tickets through our online on 15Dec’for the following passenger: 1.***/*** 2.***/*** and the booking Ref: ***.Travel date was on January,but due to heavy snow flight was canceledWe offered them different flight and date.They did not agree and asked for the refundWe informed them we can get the waiver from the airlines for a refund but they have to pay the processing fee $for ticketsCard holder agreed with the penalty than we worked withthe airlines to process the refundTicket money was with the airlines so we had to submit the request and there is a processing time to weeksSometime it takes longer than this time frame.Full amount was refunded to the clientHe can check his account.We try our best to serve the client properly when booking come to our websiteWhen we found the flight cancellation due to snow for this booking, we contacted these passengers and the airlines to resolve this issueWe don’t charge anyamount for the new flight schedule but when Passengers asked for refund then there is some service fee comes up and this is the reason we collect $150.00.We explained to the client and got his agreement to charge and this amount is non-refundable.Please be advised that tickets are fully refundedWe apologize for the delay to refund these tickets by the airlines.Please find the attached email confirmation from the client that he agreed with the processing fee.Thanks and best regards.Thanks with regards, Peter (PJ)[Accounting Dept.]www.***.com41st Street NW Suite: 300Washington DC 20016###-###-#### EXT-***{M-F -9am to 6pm-EST}###-###-####-FaxE-Mail: **@***.com
[To assist us in bringing this [redacted]er to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:
[redacted] has asked me to follow up with this business and said they should be refunding me as I have paid to them . Please work this out with [redacted] as I am stuck in the middle.
Regards,
[redacted]
Dear Revdex.com,
Please forward the below response to our customer.
Thank you,
Dear Customer,
Thank you for notifying us of your complaint. We strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to know. We’re...
sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. I have received your complaint and I can totally understand your frustration.
Please be advise that when you went to our website, you have purchased an airline ticket that is completely non-refundable per the fare rules you agreed on our website. During 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 purchase. You were presented with the terms and conditions of the ticket 3 times in bold, large letters. Our goal was to make sure absolutely sure that you understood the fare rules. If you would like to obtain a refund on your airline ticket, we will email the refund form and you must agree to penalty of $350.00 (usualy the penalty is $450.00, but we have reduced it. We will submitted to Airline to see if your ticket is refundable or not. If airline allowed a refund, we will charge you the refund fee. Please be advise that you agreed to this rules on kayak when you made this booking:
Cancellation Policy:
You can cancel your reservation up until 11:59 pm Eastern Time (North America) on the same day you booked without penalty. After that the ticket is non-refundable, if Airfare.com is able to obtain a waiver from the Airline to allow a refund, there will be a minimum of $450.00 fee per ticket and will apply upfront.
As per our record, we have done nothing wrong. You went to [redacted] and searched for flight and it was transferred to our page. Please check your email and you will get the refund form and it must be signed and scan to us in order to proceed working on your request. If we do not receive the refund form, then the value of your ticket will be on hold for future use by paying the change fee plus any fare difference at the time of re-issuing the new ticket.
Thank you,
AJ K[redacted]
Customer Care Supervisor
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:To Airfare:I paid to YOU 1267.80 USD for my air-ticket and I found out in the airport, that I can not fly with this air-ticket. The manager from [redacted] Airlines in the airport O'Hare told me, that Airfare cancelled the ticket. So you had to do some mistake during ordering. If you are still writing me that you didn't canceled my air-ticket, I think YOU should contact with [redacted] Airlines and talk to them about this complain. I PAID TO YOU, I SHOULD GET MY MONEY BACK FROM YOU.
Regards,
[redacted]
The Revdex.com has received a customer concern about your business Complaint Background: Product/Service: Airline ticket Purchase Date: 6/21/2016 Problem Occurred: 6/25/2016 Model: NA Account Number: NA Order Number: [redacted] and [redacted] Talked to Company: 6/28/2016 Talked to Company...
(2nd): 6/29/2016 Talked to Company (3rd): 6/29/2016 Name of Salesperson: NA Purchase Price: $2132.13 Disputed Amount: $2132.13 Booking reference Number: [redacted] and [redacted] Name of the passenger: [redacted] Please be advised that this passenger purchased an airlines ticket on 19th June, 2016 with a total cost US$1368.13. Ticket was issued and it was sent to her email address on the same date she booked this flight. On 27th of June she sent us a request to change the flight date. We sent her the offer. She refused that than she sent us another request on the same date, we sent her new offer and she accepted that. Once she accepted the offer we charged the penalty $768.00 as per her acceptance and this ticket was exchanged and revalidated immediately on 28June, 2016. She called us yesterday that she did not accept the offer and asked for the proof of her acceptance. I sent the screen shot immediately. Still she doesn’t believe us and asked for the full refund. I said this ticket is nonrefundable, only changeable with the penalty. She was shouting and arguing continue and saying that we are scam and fraud and no need any help from us. She asked for supervisor, I transfer to Mr. Z[redacted]. He advised the same to this client that we cannot refund a non-refundable ticket. Passenger asked Z[redacted] to transfer to his supervisor. She got transfer to Desiree. Passenger was telling same thing again and again that she doesn’t need any help but only full refund. Than Desiree told her we will check everything and call you back than the passenger disconnect the line. After an hour another supervisor from our company called this passenger and explained her that she has travel insurance and we sent her an email with insurance details to check with the insurance company, if the travel insurance company can reimburses her nonrefundable ticket. If she needs any document from us for her claim to the insurance company, we will definitely provide that. She was telling 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 any of the charges, than we will able to remove the new charges. Yesterday, we received another email from her that she spoke to the [redacted] airlines and got the information from the airlines that we (agency) can void the ticket because of 24 hours cancelation option. I checked with the airlines and replied her that this option is for the fresh new ticket and not for the exchanged ticket. Her ticket was exchanged on 28 Jun ’2016. So there is no way we can do that. If the airlines allow us to void, we could do that for her definitely. Our hand is tight and power is restricted on the ticketing rules and restriction. We cannot just refund a nonrefundable ticket. We will get the debit memo from the airlines as per airlines and agency agreement. Passenger agreed the rules and restriction for this nonrefundable ticket when she booked this flight through our online otherwise she must not able to book a flight through our online. Please find the attached documents which will prove that she booked this flight and for the change issue she accepted the offer to exchange her flight by paying date change penalty and difference of airfare. We did not book or change her flight over the phone. Passenger 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 penalty. There is no guarantee for the refund and passenger has to agree if there any penalty involve. She 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. We are looking forward to hear from the client and you ASAP. Thanks and regards Peter Airfare.comTel: ###-###-####
Dear Revdex.com,
Please forward the below response to our customer.
Thank you,
Dear Customer,
Please be advise that we as Airfare.com are not interested
to cancel the customer’s booking, as this will be a loss to our company.
However, we take this action when we are not able to verify the identity of the
cardholder.We had to cancel the booking due to security reason to protect the identity
of the cardholder to avoid fraudulent charges. We do understand your concern,
and we do apologize for not providing the level of service to you. In future, we will make sure to give enough
time to the cardholder to reply to our verification measure.
Thank
you,
AJ
K[redacted]
Customer
Care Supervisor
Dear Revdex.com, Please see the below response and forward to our client. Thank you, Dear [redacted] [redacted], Thank you for taking the time to share feedback regarding your booking. Firstly, I would like to take this opportunity to sincerely apologies for any disappointment caused. We make...
every effort to ensure our fare rules and conditions are understandable at the time of booking. As per our record, you have agreed to pay the $450.00 cancellation penalty and the refund was processed less $450.00 on April 14, 2016. Refund Calculations: (Original ticket amount $844.39 – ($450.00 refund fee) =$394.39 total refund, it was refunded to your original form of payment. Whilst I understand your dissatisfaction, on this occasion, I am unable to comply with your request for any compensation. I appreciate that this is not the outcome you have been expecting and I apologies for the dissatisfaction caused. Ms. [redacted] [redacted], we do not wish to let you down with this experience. I can advise that we are continuously evolving, improving and developing our service standards to ensure that our team is able to provide all of our guests with the best experience possible. Our guests are very important to us and I again apologies for any inconvenience and rest assured that your individual comments have been distributed to the relevant management team within the company via our comprehensive reporting system for their internal review. I apologies once again for this disappointing experience and sincerely appreciate the time taken to bring this to our attention. Note: We are requesting Revdex.com to consider this matter closed as we already processed the refund and the cardholder agreed to the penalty. Thank you, Kind regards, AJ K[redacted]/Customer Care Supervisor
Dear Revdex.com,Please forward the below response to our customer. Thank you,AJ K[redacted] WTC/Airfare.com Here is the exact message from Airline:“Dear AJ, We have sent request to HQ Claim department in order to get an update.As soon as we receive any information, we will let you...
Dear Revdex.com,
Please forward the below response to our customer.
Thank you,
Dear Customer,
Please be advise that we do not make the rules on the airline
tickets. If there was any other option, we would have offered to you. The only
option was to change the date on the tickets to avoid losing the funds
associate it with the tickets. Please keep in mind that your flight is coming
soon. Please confirm your flight 72 hours prior departure to make sure the
flight is on time.
Dear Revdex.com,
Please forward the below response to our customer.
Thank you,
Dear Customer,
Thank you for notifying us of your complaint. We strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to know. We’re sorry...
that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. I have received your complaint and I can totally understand your frustration.
In order to find a solution to your concern, please provide us the booking number. We have looed under the email address and under your name, but we were not able to locate the booking number.
If you have any other concern, please contact us.
Thank you,
AJ K[redacted]
[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 [redacted].Since airfare.com customer service did input the passport info into their system, there must be some communication issue between their system and the flight company system, because we tried to do online check-in a few hours before departure, the flight company website still said passenger API information missing so we couldn't do online check-in.At the end of my email that I sent to airfare for adding passport info, I specifically said "Please let me know once you add these info into your system." As no response ever received and the flight company website said missing passport info, I had very good reason to think airfare customer service didn't do it.Anyway hopefully airfare will improve their customer service, which is also for their own good.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]k
Complaint: [redacted]
I am rejecting this response because:
His details are not accurate. I did not receive a confirmed itinerary from my initial booking, nor did I receive a receipt until I threatened to call a lawyer. Yes, they have a screenshot showing me recorded as having "accepted" the change offer. I never did this, so I don't know where this supposed proof comes from, but I assume they just updated the system and did a screen shot. I have a total of over $3000 in charges from this company for a $1300 plane ticket that I never received confirmation on or a receipt for until I complained to the Revdex.com. Their customer service center hung up on me two times: each time I have the call recorded and had a witness. The recordings will illustrate how rude and dismissive the staff was- blaming me when I never confirmed/authorized charges for the change. I don't believe it is legal to "secure extra funds" in case I dispute charges. I would appreciate someone looking into the legality of this.
Regards,
[redacted]
Dear Revdex.com,Please see the below response and forward to our client. Thank you, Dear Customer, Please be advise that once the refund is processed, we cannot go back and request the airline to waive the fees. You have requested to get full refund and the refund was completed as per your request. Once again, we do apologize for any kind of proof customer services you have received from our call center. We no longer have access to your ticket, therefore, we are unable to assist you with your request. Thank youKind regards,AJ K[redacted]/Customer Care Supervisor
Attn: Revdex.com,I sent the email below to the client:Dear [redacted],We regret any inconvenience or frustration that your experience has caused you.I verified your booking and email and found that you tried to assign the seats. Airlines inform you to provided passport details to airfare. I don’t know why this...
airline could not take your passport information and put it in this booking? It’s also airlines responsibility to put the passenger information in their record and this is necessary for the airlines. They always do that when passenger get boarding pass at the airport. However, you sent us an email with the passport details on 18 May, 2016 and we put that information on the same date. I also see that you assign the seats and pay for pre-seat assignment. If the airlines charge for pre seat assignment, passenger has to follow airlines policy. Travel agency doesn’t charge for seat assignment but if the airlines don’t allow agency to do free seating, we inform the customer to check with the airlines directly.I verified that both of your seats are assigned beside each other. I called you today and spoke to [redacted] and hear about our service complain. I tried to explain but she hung up on me twice and said not to call this number again. Your tickets are fine and good to travel. Have a nice trip.We do apologize again for our service delay.Best regards,Peter (PJ)Airfare.com
From: <**@airfare.com>Date: Wed, Sep 14, 2016 at 4:15 PMSubject: Unanswered Revdex.com complaintsRevdex.comServing Metro Washington, DC and Eastern Pennsylvania1411 K St. NW, 10th FloorWashington, DC...
20005-3404###-###-#### FAX ###-###-####http://www.Revdex.com.org/washington-dc...⇄ #: [redacted]Consumer Info:[redacted]PO Box **Stockton Springs, ME [redacted]@[redacted].comBusiness Info:Wholesale Travel Center, Inc4619 - 41st Street NW, Suite 300Washington, DC 20016###-###-####<[redacted]]>Date Filed: 2/23/2016Nature of the Complaint: Sales IssuesConsumer’s Desired Resolution:I want a free change to my flights or a full refund ATTN: [redacted] The Revdex.com Please be advised that ** [redacted] purchased 2 [redacted]tickets through our online on 14Nov’2015 for the following passenger:1.[redacted] 2.[redacted] and the bookingRef:[redacted].Travel date was on 06April,2016. Tickets were confirmed and issued and we sent the e-tickets by email to our client. But on 10 January 2016 we found that there is schedule change by the airlines on this booking.We informed the client and we offered them different flight. Passenger complained that our agent informed themfor $350.00 per person to change a flight. This policy is for the regular change but not for the schedule change doneby the airlines. Some airlines charge $350.00 as a regular change fee when there is schedule change with the airlines and if the client failed to contact and agree with new schedule within 7 days. Client might misunderstood our agent. We try our best to serve the client properly when booking come to our website. When we found the flight schedule done by the airlines for this booking, we contacted these passengers and the airlines to resolve this issue. We didn’tcharge any amount for the new flight schedule. It took time to fix the schedule. We have to go back and forth with the passenger and airlines. Sometime airlines cannot provide the expected flight time. Passenger argues for long layover or transit time. We work with the client and airlines by calling and emailing them continue and it takes time. Still we don’t charge any fee from our client. Please be advised that these flight tickets were fixed. Client agreed the new flight details. We revalidated these ticketswithout any charge. Passengers already used the tickets. We apologize for the delay to fix these tickets by the airlines.Please find the attached email confirmation from the client that he agreed with new flights.Thanks with regards, Peter (PJ)[Accounting Dept.]www.Airfare.com4619 41st Street NW Suite: 300Washington DC 20016###-###-#### EXT-222{M-F -9am to 6pm-EST}###-###-####-FaxE-Mail: **@Airfare.com
Dear Revdex.com, Please see the below response and forward to our client. Thank you, 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-refundable. Please be advise that when you went to our website, you have purchased an airline ticket that is completely non-refundable per the fare rules you agreed on our website. During 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 purchase. You were presented with the terms and conditions of the ticket 3 times in bold, large letters. We already send you the offer of $450.00 cancellation and no reply received as of yet. Please reply to our proposal as soon as possible, otherwise you will lose the entire amount.Please see the attached file as we have attached the page that shows you were aware of the terms and conditions and you agreed. Below is your online agreement we have received when you booked the airline ticket. 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 TRANSFERABLEI have accepted the terms and conditions which I ticked to confirm during the booking process. Thank you, AJ k[redacted] Customer Care Supervisor Airfare.com Team Member
Dear Revdex.com,There has not been any further action on this case since we last communicated. The Wholesale Travel Center, Inc still owe me $30 and they did not reimburse me with the fare difference. Thanks for your concern and I do hope to from the merchant soon.Best,**
Dear Revdex.com, Please forward the below response to our customer. Thank you,AJ K*** Dear Customer,
","serif"">First of all, we are sorry for your
lossThank 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
Please be advise that when you went
to our website, you have purchased an airline ticket that is 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 lettersOur
goal was to make sure absolutely sure that you understood the fare rules
We went extra miles and obtained approval from
Airline to allow refunding your ticket with penaltyIf you wish to obtain a
refund, you must pay the cancellation fee upfront
We went extra miles and obtained approval from
Airline to allow refunding your tickets with penaltyWe are willing to reduce
the cancellation fee to $per ticketIf you wish to cancel your booking and
receive full refund, you must pay the cancellation fee upfrontPlease be
advise that when you booked these tickets you agreed to the below details:
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 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
Cancellation 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 $450.00 fee per ticket
and will apply upfront. As per our record, we have done
nothing wrongYou went to ***.com and searched for flight and it was
transferred to our page
If we do not receive the refund
form, then the value of your ticket will be on hold for future
use by paying the change fee plus any fare difference at the time of
re-issuing the new ticketUsually the ticket has year from the date of issue
and the trip must be completed at least days prior the expiration date
If you have any other concern,
please let us know by contacting***.comat
CS@***.com
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
As
per our record the reason it was cancelled was due to security reason and we
did notified you via email on October 22, (The next day), your flight was
booked to depart on November You failed to reply to our verification measure,
therefore the booking was cancelled and your funds were returned to youWe
never do bait and switch operationFor more info please read the rules and
regulations at www.airfare.com regarding
verification process
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
Your
itinerary has been affected by a schedule change, resulting in revisions to
your flight number(s), departure and arrival times, air craft type and/or seat
assignment(s)
Please
note that Airfare.com does not and cannot change reservations without the
written consent of the travelerAirlines are constantly updating their systems
with new flight times and routingWe will do everything we can to help you
find acceptable arrangements, but the airline must approve all passengers’
schedule changes
To view
full reservation details, please visit***
Please
note that other information such as code-share partners may also have been
updated, and flight times remain subject to changeBe sure to check your
flight status online prior to going to the airport
We have just sent you an email to
agree to the new flights we have reserved for youPlease check your email and
reply to the email you received in order to re-issue your flight** *** * *** * *** *** *** ***
** *** * *** * *** *** *** ***
Thank you,
AJ K***
Customer Care Supervisor
Case #: ***Consumer Info:*** *** *** ***Falls Church, VA ***0***@***.comBusiness Info:Wholesale Travel Center, Inc- 41st Street NW, Suite 300Washington, DC 20016###-###-####Date Filed: 4/8/2016Nature of the
Complaint: Refund / Exchange IssuesConsumer’s Desired Resolution:I have paid $in processing fees for a refund they they apparently have not processedI would like to get my refund as soon as possibleas well as part of the processing fee seeing as ***.com did not provide the service for it. ATTN: *** *** The Revdex.com Please be advised that ** *** *** purchased *** AIRLINES tickets through our online on 15Dec’for the following passenger: 1.***/*** 2.***/*** and the booking Ref: ***.Travel date was on January,but due to heavy snow flight was canceledWe offered them different flight and date.They did not agree and asked for the refundWe informed them we can get the waiver from the airlines for a refund but they have to pay the processing fee $for ticketsCard holder agreed with the penalty than we worked withthe airlines to process the refundTicket money was with the airlines so we had to submit the request and there is a processing time to weeksSometime it takes longer than this time frame.Full amount was refunded to the clientHe can check his account.We try our best to serve the client properly when booking come to our websiteWhen we found the flight cancellation due to snow for this booking, we contacted these passengers and the airlines to resolve this issueWe don’t charge anyamount for the new flight schedule but when Passengers asked for refund then there is some service fee comes up and this is the reason we collect $150.00.We explained to the client and got his agreement to charge and this amount is non-refundable.Please be advised that tickets are fully refundedWe apologize for the delay to refund these tickets by the airlines.Please find the attached email confirmation from the client that he agreed with the processing fee.Thanks and best regards.Thanks with regards, Peter (PJ)[Accounting Dept.]www.***.com41st Street NW Suite: 300Washington DC 20016###-###-#### EXT-***{M-F -9am to 6pm-EST}###-###-####-FaxE-Mail: **@***.com
[To assist us in bringing this [redacted]er to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:
[redacted] has asked me to follow up with this business and said they should be refunding me as I have paid to them . Please work this out with [redacted] as I am stuck in the middle.
Regards,
[redacted]
Dear Revdex.com,
Please forward the below response to our customer.
Thank you,
Dear Customer,
Thank you for notifying us of your complaint. We strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to know. We’re...
sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. I have received your complaint and I can totally understand your frustration.
Please be advise that when you went to our website, you have purchased an airline ticket that is completely non-refundable per the fare rules you agreed on our website. During 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 purchase. You were presented with the terms and conditions of the ticket 3 times in bold, large letters. Our goal was to make sure absolutely sure that you understood the fare rules. If you would like to obtain a refund on your airline ticket, we will email the refund form and you must agree to penalty of $350.00 (usualy the penalty is $450.00, but we have reduced it. We will submitted to Airline to see if your ticket is refundable or not. If airline allowed a refund, we will charge you the refund fee. Please be advise that you agreed to this rules on kayak when you made this booking:
Cancellation Policy:
You can cancel your reservation up until 11:59 pm Eastern Time (North America) on the same day you booked without penalty. After that the ticket is non-refundable, if Airfare.com is able to obtain a waiver from the Airline to allow a refund, there will be a minimum of $450.00 fee per ticket and will apply upfront.
As per our record, we have done nothing wrong. You went to [redacted] and searched for flight and it was transferred to our page. Please check your email and you will get the refund form and it must be signed and scan to us in order to proceed working on your request. If we do not receive the refund form, then the value of your ticket will be on hold for future use by paying the change fee plus any fare difference at the time of re-issuing the new ticket.
Thank you,
AJ K[redacted]
Customer Care Supervisor
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:To Airfare:I paid to YOU 1267.80 USD for my air-ticket and I found out in the airport, that I can not fly with this air-ticket. The manager from [redacted] Airlines in the airport O'Hare told me, that Airfare cancelled the ticket. So you had to do some mistake during ordering. If you are still writing me that you didn't canceled my air-ticket, I think YOU should contact with [redacted] Airlines and talk to them about this complain. I PAID TO YOU, I SHOULD GET MY MONEY BACK FROM YOU.
Regards,
[redacted]
The Revdex.com has received a customer concern about your business Complaint Background: Product/Service: Airline ticket Purchase Date: 6/21/2016 Problem Occurred: 6/25/2016 Model: NA Account Number: NA Order Number: [redacted] and [redacted] Talked to Company: 6/28/2016 Talked to Company...
(2nd): 6/29/2016 Talked to Company (3rd): 6/29/2016 Name of Salesperson: NA Purchase Price: $2132.13 Disputed Amount: $2132.13 Booking reference Number: [redacted] and [redacted] Name of the passenger: [redacted] Please be advised that this passenger purchased an airlines ticket on 19th June, 2016 with a total cost US$1368.13. Ticket was issued and it was sent to her email address on the same date she booked this flight. On 27th of June she sent us a request to change the flight date. We sent her the offer. She refused that than she sent us another request on the same date, we sent her new offer and she accepted that. Once she accepted the offer we charged the penalty $768.00 as per her acceptance and this ticket was exchanged and revalidated immediately on 28June, 2016. She called us yesterday that she did not accept the offer and asked for the proof of her acceptance. I sent the screen shot immediately. Still she doesn’t believe us and asked for the full refund. I said this ticket is nonrefundable, only changeable with the penalty. She was shouting and arguing continue and saying that we are scam and fraud and no need any help from us. She asked for supervisor, I transfer to Mr. Z[redacted]. He advised the same to this client that we cannot refund a non-refundable ticket. Passenger asked Z[redacted] to transfer to his supervisor. She got transfer to Desiree. Passenger was telling same thing again and again that she doesn’t need any help but only full refund. Than Desiree told her we will check everything and call you back than the passenger disconnect the line. After an hour another supervisor from our company called this passenger and explained her that she has travel insurance and we sent her an email with insurance details to check with the insurance company, if the travel insurance company can reimburses her nonrefundable ticket. If she needs any document from us for her claim to the insurance company, we will definitely provide that. She was telling 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 any of the charges, than we will able to remove the new charges. Yesterday, we received another email from her that she spoke to the [redacted] airlines and got the information from the airlines that we (agency) can void the ticket because of 24 hours cancelation option. I checked with the airlines and replied her that this option is for the fresh new ticket and not for the exchanged ticket. Her ticket was exchanged on 28 Jun ’2016. So there is no way we can do that. If the airlines allow us to void, we could do that for her definitely. Our hand is tight and power is restricted on the ticketing rules and restriction. We cannot just refund a nonrefundable ticket. We will get the debit memo from the airlines as per airlines and agency agreement. Passenger agreed the rules and restriction for this nonrefundable ticket when she booked this flight through our online otherwise she must not able to book a flight through our online. Please find the attached documents which will prove that she booked this flight and for the change issue she accepted the offer to exchange her flight by paying date change penalty and difference of airfare. We did not book or change her flight over the phone. Passenger 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 penalty. There is no guarantee for the refund and passenger has to agree if there any penalty involve. She 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. We are looking forward to hear from the client and you ASAP. Thanks and regards Peter Airfare.comTel: ###-###-####
Dear Revdex.com,
Please forward the below response to our customer.
Thank you,
Dear Customer,
Please be advise that we as Airfare.com are not interested
to cancel the customer’s booking, as this will be a loss to our company.
However, we take this action when we are not able to verify the identity of the
cardholder.We had to cancel the booking due to security reason to protect the identity
of the cardholder to avoid fraudulent charges. We do understand your concern,
and we do apologize for not providing the level of service to you. In future, we will make sure to give enough
time to the cardholder to reply to our verification measure.
Thank
you,
AJ
K[redacted]
Customer
Care Supervisor
Dear Revdex.com, Please see the below response and forward to our client. Thank you, Dear [redacted] [redacted], Thank you for taking the time to share feedback regarding your booking. Firstly, I would like to take this opportunity to sincerely apologies for any disappointment caused. We make...
every effort to ensure our fare rules and conditions are understandable at the time of booking. As per our record, you have agreed to pay the $450.00 cancellation penalty and the refund was processed less $450.00 on April 14, 2016. Refund Calculations: (Original ticket amount $844.39 – ($450.00 refund fee) =$394.39 total refund, it was refunded to your original form of payment. Whilst I understand your dissatisfaction, on this occasion, I am unable to comply with your request for any compensation. I appreciate that this is not the outcome you have been expecting and I apologies for the dissatisfaction caused. Ms. [redacted] [redacted], we do not wish to let you down with this experience. I can advise that we are continuously evolving, improving and developing our service standards to ensure that our team is able to provide all of our guests with the best experience possible. Our guests are very important to us and I again apologies for any inconvenience and rest assured that your individual comments have been distributed to the relevant management team within the company via our comprehensive reporting system for their internal review. I apologies once again for this disappointing experience and sincerely appreciate the time taken to bring this to our attention. Note: We are requesting Revdex.com to consider this matter closed as we already processed the refund and the cardholder agreed to the penalty. Thank you, Kind regards, AJ K[redacted]/Customer Care Supervisor
Dear Revdex.com,Please forward the below response to our customer. Thank you,AJ K[redacted] WTC/Airfare.com Here is the exact message from Airline:“Dear AJ, We have sent request to HQ Claim department in order to get an update.As soon as we receive any information, we will let you...
know. Sincerely,[redacted], NYC office”
Dear Revdex.com,
Please forward the below response to our customer.
Thank you,
Dear Customer,
Please be advise that we do not make the rules on the airline
tickets. If there was any other option, we would have offered to you. The only
option was to change the date on the tickets to avoid losing the funds
associate it with the tickets. Please keep in mind that your flight is coming
soon. Please confirm your flight 72 hours prior departure to make sure the
flight is on time.
Thank you,
AJ K[redacted]
Dear Revdex.com,
Please forward the below response to our customer.
Thank you,
Dear Customer,
Thank you for notifying us of your complaint. We strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to know. We’re sorry...
that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. I have received your complaint and I can totally understand your frustration.
In order to find a solution to your concern, please provide us the booking number. We have looed under the email address and under your name, but we were not able to locate the booking number.
If you have any other concern, please contact us.
Thank you,
AJ K[redacted]
[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 [redacted].Since airfare.com customer service did input the passport info into their system, there must be some communication issue between their system and the flight company system, because we tried to do online check-in a few hours before departure, the flight company website still said passenger API information missing so we couldn't do online check-in.At the end of my email that I sent to airfare for adding passport info, I specifically said "Please let me know once you add these info into your system." As no response ever received and the flight company website said missing passport info, I had very good reason to think airfare customer service didn't do it.Anyway hopefully airfare will improve their customer service, which is also for their own good.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]k
Complaint: [redacted]
I am rejecting this response because:
His details are not accurate. I did not receive a confirmed itinerary from my initial booking, nor did I receive a receipt until I threatened to call a lawyer. Yes, they have a screenshot showing me recorded as having "accepted" the change offer. I never did this, so I don't know where this supposed proof comes from, but I assume they just updated the system and did a screen shot. I have a total of over $3000 in charges from this company for a $1300 plane ticket that I never received confirmation on or a receipt for until I complained to the Revdex.com. Their customer service center hung up on me two times: each time I have the call recorded and had a witness. The recordings will illustrate how rude and dismissive the staff was- blaming me when I never confirmed/authorized charges for the change. I don't believe it is legal to "secure extra funds" in case I dispute charges. I would appreciate someone looking into the legality of this.
Regards,
[redacted]
Dear Revdex.com,Please see the below response and forward to our client. Thank you, Dear Customer, Please be advise that once the refund is processed, we cannot go back and request the airline to waive the fees. You have requested to get full refund and the refund was completed as per your request. Once again, we do apologize for any kind of proof customer services you have received from our call center. We no longer have access to your ticket, therefore, we are unable to assist you with your request. Thank youKind regards,AJ K[redacted]/Customer Care Supervisor
Attn: Revdex.com,I sent the email below to the client:Dear [redacted],We regret any inconvenience or frustration that your experience has caused you.I verified your booking and email and found that you tried to assign the seats. Airlines inform you to provided passport details to airfare. I don’t know why this...
airline could not take your passport information and put it in this booking? It’s also airlines responsibility to put the passenger information in their record and this is necessary for the airlines. They always do that when passenger get boarding pass at the airport. However, you sent us an email with the passport details on 18 May, 2016 and we put that information on the same date. I also see that you assign the seats and pay for pre-seat assignment. If the airlines charge for pre seat assignment, passenger has to follow airlines policy. Travel agency doesn’t charge for seat assignment but if the airlines don’t allow agency to do free seating, we inform the customer to check with the airlines directly.I verified that both of your seats are assigned beside each other. I called you today and spoke to [redacted] and hear about our service complain. I tried to explain but she hung up on me twice and said not to call this number again. Your tickets are fine and good to travel. Have a nice trip.We do apologize again for our service delay.Best regards,Peter (PJ)Airfare.com
From: <**@airfare.com>Date: Wed, Sep 14, 2016 at 4:15 PMSubject: Unanswered Revdex.com complaintsRevdex.comServing Metro Washington, DC and Eastern Pennsylvania1411 K St. NW, 10th FloorWashington, DC...
20005-3404###-###-#### FAX ###-###-####http://www.Revdex.com.org/washington-dc...⇄ #: [redacted]Consumer Info:[redacted]PO Box **Stockton Springs, ME [redacted]@[redacted].comBusiness Info:Wholesale Travel Center, Inc4619 - 41st Street NW, Suite 300Washington, DC 20016###-###-####<[redacted]]>Date Filed: 2/23/2016Nature of the Complaint: Sales IssuesConsumer’s Desired Resolution:I want a free change to my flights or a full refund ATTN: [redacted] The Revdex.com Please be advised that ** [redacted] purchased 2 [redacted]tickets through our online on 14Nov’2015 for the following passenger:1.[redacted] 2.[redacted] and the bookingRef:[redacted].Travel date was on 06April,2016. Tickets were confirmed and issued and we sent the e-tickets by email to our client. But on 10 January 2016 we found that there is schedule change by the airlines on this booking.We informed the client and we offered them different flight. Passenger complained that our agent informed themfor $350.00 per person to change a flight. This policy is for the regular change but not for the schedule change doneby the airlines. Some airlines charge $350.00 as a regular change fee when there is schedule change with the airlines and if the client failed to contact and agree with new schedule within 7 days. Client might misunderstood our agent. We try our best to serve the client properly when booking come to our website. When we found the flight schedule done by the airlines for this booking, we contacted these passengers and the airlines to resolve this issue. We didn’tcharge any amount for the new flight schedule. It took time to fix the schedule. We have to go back and forth with the passenger and airlines. Sometime airlines cannot provide the expected flight time. Passenger argues for long layover or transit time. We work with the client and airlines by calling and emailing them continue and it takes time. Still we don’t charge any fee from our client. Please be advised that these flight tickets were fixed. Client agreed the new flight details. We revalidated these ticketswithout any charge. Passengers already used the tickets. We apologize for the delay to fix these tickets by the airlines.Please find the attached email confirmation from the client that he agreed with new flights.Thanks with regards, Peter (PJ)[Accounting Dept.]www.Airfare.com4619 41st Street NW Suite: 300Washington DC 20016###-###-#### EXT-222{M-F -9am to 6pm-EST}###-###-####-FaxE-Mail: **@Airfare.com
Dear Revdex.com, Please see the below response and forward to our client. Thank you, 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-refundable. Please be advise that when you went to our website, you have purchased an airline ticket that is completely non-refundable per the fare rules you agreed on our website. During 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 purchase. You were presented with the terms and conditions of the ticket 3 times in bold, large letters. We already send you the offer of $450.00 cancellation and no reply received as of yet. Please reply to our proposal as soon as possible, otherwise you will lose the entire amount.Please see the attached file as we have attached the page that shows you were aware of the terms and conditions and you agreed. Below is your online agreement we have received when you booked the airline ticket. 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 TRANSFERABLEI have accepted the terms and conditions which I ticked to confirm during the booking process. Thank you, AJ k[redacted] Customer Care Supervisor Airfare.com Team Member
Dear Revdex.com,There has not been any further action on this case since we last communicated. The Wholesale Travel Center, Inc still owe me $30 and they did not reimburse me with the fare difference. Thanks for your concern and I do hope to from the merchant soon.Best,**