The Revdex.com has received a customer concern about your business Complaint Background: Product/Service: Airline Tickets Purchase Date: 2/20/2016 Problem Occurred: 6/29/2016 Account Number: [redacted] Please be advised that this passenger has accepted the...
offer to cancel his booking on 6/28/2016 4:48 PM. We submitted the refund request immediately to the airlines help desk after he agreed the offer, however refund does take 4 to 6 weeks to get the refund amount back to the card as per the airline rules and regulation, which he had to agree to at the time of purchasing his ticket. We already sent his request to the airline at the same minute we got it. The seats are already canceled and we also requested it to be done URGENT basis. Please be patience. Your refund is in process. Thanks and regards, PeterAirfare.com
Dear Revdex.com,I have contacted [redacted] and informed him to sent an email to Airline to authorize me to work on your case. Since Airline took the control of the tickets, we no longer have access. Please see the below email from Airline:Date: Tue, June 23, 2015 2:54 amTo: **@[redacted].comDear Mr K[redacted] Unfortunately, we are not authorized to give such information to a third party. Please send us the consent of the customers including copy of the passport and signature. Thank you for your understanding. Best regards, [redacted] AIRLINES [redacted]Feedback Management Head OfficeP.O. Box [redacted]Fax [redacted]feedback@[redacted].comwww.[redacted].com
[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]
Complaint: [redacted]
I am rejecting this response because: - There was no option for me to not reject the offer from airfare.com as for me the date change was mandatory. [redacted] cannot do date change since the ticket was booked via airfare.com. [redacted] does not charge any change fee.- This is a case of business taking advantage of a vulnerable situation to gouge money. All competing travel agent sites like [redacted] and other charge no change fee or minimal change fee. $350 dollars is just unacceptable business practice. - This is a case of business cheating customers by putting a hidden charge in fine print in their user agreement document. No user reads these agreements prior to booking a flight. Revdex.com needs to take responsibility to stop such unscrupulous business practice by agents like airfare.comRegards,
[redacted]
Revdex.com Serving Metro Washington, DC and Eastern Pennsylvania1411 K St. NW, 10th Floor Washington, DC 20005-3404 ###-###-#### FAX ###-###-#### http://www.Revdex.com.org/washington-dc-eastern-paCustomer Information: [redacted] Mountain View , CA [redacted] Daytime...
Phone: ###-###-#### Evening Phone: ###-###-#### E-mail: [redacted].comComplaint ID of [redacted]. The details of this matter are as follows: Complaint Involves: Refund Or Exchange Issues Complaint Background: Product/Service: Flight ticket change of date Purchase Date: 2/20/2017 Problem Occurred: 2/20/2017 Model: travel agent Account Number: Order Number: [redacted] Talked to Company: 2/20/2017 Purchase Price: $1174.63 Disputed Amount: $350.00 Desired Outcome/Settlement: I would like a refund of my $350 flight change fee. In addition, I would like that future customers are not cheated so that it is made illegal to charge such exorbitant hidden fee for flight date changeDesired Settlement: Refund ATTN: [redacted] The Revdex.com Please be advised that [redacted] purchased 1 [redacted] ticket through our online on 23Oct’2016 for himself by agreeing our rules and regulations and the booking Ref: [redacted].Travel date was on 28April, 2017. Ticket was confirmed and issued and we sent the e-ticket by email to him. But on 20 February, 2017 we received a request from this client to change the flight date. We sent him the written offer which is as follow >> Customer Please keep the same flight connection and time as the old flight 2/20/2017 1:45:39 PM << nick Dear [redacted], please notice no change is allowed at the same date of travel also the change has to be done 72 hours before the departure. Please check the new booking number [[redacted]], please notice there might be a change in the departure and arrival time and connection. Departing on [9-Mar-2017], returning on [15-MAR-2017], it will be an additional cost 350.00 USD change penalty fee per passenger plus 162.00 USD diff in fare per passenger. If you are satisfied with our proposal please click on accept button immediately in order to process your change request today, So once you clicked on accept button the original itinerary will be cancelled and replaced by the new required itinerary. Your acceptance means that if you changed your mind to not make the change under any circumstances then we will not be able to reinstate the old itinerary back and it will be your responsibility. Please be aware that after 3:30 PM EST time this proposal will be expired also the airline will ignore your request, then we will not be able to get the same offer, otherwise click on refuse button to understand that you want to keep your flight the way as it is. 2/20/2017 2:01:10 This client accepted our offer. We charged the penalty upfront and exchanged his ticket and email him the new ticket information. Our offer clearly says that if you don’t agree this offer, your ticket and booking will remain as is. Please be advise that our rules and regulation clearly says about the change that client has to pay date change fee $350.00 plus any fare difference if the client want to change the date. Every client agreed this rules and regulations while booked the flight in our website. Without agreement no one is able to book any flight through our online. Please find the attached airfare.com rules and regulations and acceptance for the exchange offer.I don’t find any information that our customer was rude or unprofessional with this client. We don’t change any booking over the phone. He submit a request to change the flight, we offered him quotation. He accepted and we exchanged the ticket. I don’t find anything wrong. Please be advised that his flight ticket was exchanged with the penalty and difference in airfare and according to his acceptance. This date change penalty and difference in airfare is totally non-refundable. We apologize if he feels that our agent’s behavior was not proper with him. Our agent will be more careful with our valuable clients. Thanks and best regards.PeterAirfare.comTel: ###-###-#### Ext [redacted]@airfare.com
Revdex.com Serving Metro Washington, DC and Eastern Pennsylvania1411 K St. NW, 10th Floor Washington, DC 20005-3404 ###-###-#### FAX ###-###-#### http://www.Revdex.com.org/washington-dc-eastern-pa Complaint Background: Product/Service: Airfare Booking Purchase Date: 12/21/2016 Problem...
Occurred: 12/21/2016 Model: Account Number: Order Number: Talked to Company: 12/22/2016 Purchase Price: $0.00 Disputed Amount: $125.00 Desired Outcome/Settlement: I booked a flight for more money though the company;s agent clearly lied to me. The company is denying it and asked why I did not get the agent's name. Based on all of the online complaints, I would like the difference in airfare since the agent lied and I lost the chance for the lower airfare. Desired Settlement: Billing AdjustmentCustomer Information: [redacted] P.O. Box [redacted] San Francisco , CA 94147 Daytime Phone: ###-###-#### E-mail: [redacted] ATTN: [redacted] The Revdex.com Please be advised that [redacted] made a round trip flight booking through our online for herself on 21st Dec, 2016 to travel from BOS to LHR and the booking Ref: [redacted]. Travel date was on 29 Dec, 2016. Flight was with [redacted]. Total cost was $730.70. Flight booking was confirmed with this fare BUT we found that card holder did not provide the correct card information so we could not charge on her account and couldn’t issue her ticket due to payment problem. We sent her email immediately after she booked the flight which is payment problem and our email clearly says to fix the payment problem immediately otherwise she may lose the booking and quoted fare. We cannot give guarantee for the booking and fare until it’s ticketed. Payment problem wasn’t fixed and ticket was never issued. So the flight booking got cancelled and she got the email notification that your booking got canceled due to payment problem, if you need ticket please go and book it online or contact us. She called us once she received the booking cancellation notice and asking for same flight and fare. We explained her same fare is not available, its $125.00 more. She was arguing and telling that our agent told her we will keep her booking with same fare until next midnight which is not true and she could not provide us written confirmation from our agent who told you we will keep the booking with a payment problem. She doesn’t have the agent name either. She booked this through our online and she received two email from us, one is to fix the payment problem immediately and other is booking cancellation notice because of payment problem. Please see attached both emails which were sent to this client for payment problem. Please be advised that yesterday she made another booking for herself for the same flight. Fare was $855.79 and booking ref: [redacted]. In this booking there was no payment problem so the ticket was issued and emailed to her but she cancelled that booking and ticket at night within free cancellation time frame. She received the cancelation email confirmation also. We are not charging anything from her.Please be advise that she cannot dispute any charge where there is nothing charged and cannot just claim for our agent when she doesn’t have any written confirmation/guarantee to keep the booking with same fare until next midnight when there was payment problem. Without proof of written confirmation we will not be able to help. We were not rude but she was arguing too much, don’t like to hear from us and telling the same thing again and again to give the same fare which was not possible at all. I do apologize if she was hurt by our words. Thanks and best regards. PeterAirfare.comTel: ###-###-#### Ext 222[redacted]
Case #: [redacted] Consumer Info: [redacted]Los Angeles, CA [redacted]@[redacted].com Business Info: Wholesale Travel Center, Inc4619 - 41st Street NW, Suite 300Washington, DC 20016###-###-#### Date Filed: 2/3/2016 Nature of the Complaint: Refund /...
Exchange Issues Consumer’s Desired Resolution:I would like that either airfare.com or [redacted] issue a new ticket for times I had originally requested on Dec 3. Departing Los Angeles to Sydney April 30 and returning from Sydney to Los Angeles on May 15. ATTN: [redacted] The Revdex.com Please be advised that [redacted] purchased 1 [redacted] INTL airline ticket through our online on 18Oct’2015 for herself and the booking Ref: [redacted].Travel date was on 06December,2015. Tickets were confirmed and issued and we sent the e-ticket by email to our client. But on 3rd Dec’ 2015 passenger called and said she is sick and not able to travel on 06Dec,2015. We can’t change anything over the phone, we have to have an email request, Our agent informed that and she sent us request to change the flight our agent responded her email with a offer with new flight and fare that she need to accept or refuse otherwise we can’t change anything on the original ticket. Our offer was as follows: Please be inform that our client never answers the email, she didn’t even call to verify if this booking is cancel or not. Therefore we understood she might use the ticket. We keep the ticket as is. After few days she called and asks for ticket with new date. But the airlines put a note that this passenger is no show. So no- refund, no money. Passenger contacts us and emails us few times after the no show. But ticket is under the airlines control, we can’t do anything. So we informed her please check with the airlines directly if they can do anything for you because the money is with the airlines and ticket is under the airlines control. Please be advised that when there is a restriction by the airlines on any ticket as non-refundable. No show no refund. We cannot refund or change it. When this client booked this flight through our online she agreed this policy. Without agreement she can’t book a flight through our online. We are sorry that we can’t assist this client due to highly restricted ticket but she can still check with the airlines directly, if the airlines can do something. Thanks and best regards. Peter Airfare.com Tel: ###-###-#### Ext [redacted]@airfare.com
Dear Revdex.com,
Please forward the below response to our customer.
Thank you,
Dear Customer,
We already stated in the itinerary if you are no-show, airline
will cancel the entire booking and you will lose the funds associated with the
tickets. Being no-show is out of our control and we noticed that airline
already refunded the taxes/fees to you. We do not have any access to the
tickets any longer.
[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:AJ,I've gotten married since I bought the tickets, so my information is a under my maiden name [redacted]. The tickets are booked for [redacted] and [redacted]. Our booking number is [redacted], and it should be under the email address [redacted].com. Thank you!
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. We have received your complaint and we can
totally understand your frustration.
Please
be advised that when you booked your ticket online, you have purchased an
airline ticket that is NON-refundable per the rules you agreed online. During
the process of that purchase and after you selected the date and the price you
liked, you were given several chances to back out of this purchase.
You
were presented with the rules in bold, large letters. Our goal was to make
absolutely sure that you understood the rules. Please be advised that you
did not booked this ticket directly from Airlines and due to this, you agreed
to our rules and you must follow the rules you agreed
Airfare.com is a wholesale operator; this is like buying
in bulk. We are imposing the rules that you agreed to when you booked on [redacted].com and Airfare.com is a partner with [redacted].com and has highly discounted
ticket; this ticket come with higher than normal rules and restrictions.
I would like to explain to you our Change
Policy: Please read it below.
Please see the change policy below:
Change Policy
Any changes to your reservation will
require the payment of up to $350 per ticket plus the difference in fare. Only
the time and date of travel can be changed before the start of travel; the
routing of travel cannot.
These highly discounted tickets are subject
to the airlines bulk penalty fee which will be $200.00 domestic tickets and
$350.00 for international tickets. Additionally, if the new tickets cost more
than the original tickets you must pay the difference. If the new tickets are
less than the original, the airline will not credit the difference.
Please understand when making changes to
your reservation you must travel on the same airline.
Domestic:
Change must be done before first date of
travel. Change fee is $200.00 + any difference in fare. [redacted]Reservation is
non-re-rout able and non-changeable. [redacted]
International:
Change must be done before the first date
of travel. Change fee is $350.00 + any difference in fare. [redacted]Reservation is
non-re-rout able and non-transferable. [redacted] (It means that a travel credit can
only be used to the SAME DESTINATION) Airfare.com makes it a point to follow all rules and
restrictions from all associated travel agencies, airlines and governing
bodies.
With that being said there are different
rules that are associated with every ticket. These highly discounted tickets are subject to the
airlines bulk penalty fee which will be $200 domestic tickets and $350 or
international tickets. Additionally, if the new tickets cost more than the
original tickets you must pay the difference. We as Airfare.com do not compare the
difference in fare via Online or Airline’s website. If the new tickets are less
than the original, the airline will not credit the difference.
Note: We have sent you 3 different proposals and you
refused all of them. Please keep in mind that we do not compare the online
prices. The online prices are for those people who don’t have any airline
ticket. We have to follow the normal rules on your existing ticket in order to exchange
it. If you do not agree to the changes, you will lose the entire value on your ticket as your ticket will expire soon. ProposalsProposal DateNew ConfirmationChange FeesDifferent In FaresPax PAIDProposal StatusAction DateAdmin9/22/2015 4:40:42 PM[redacted]350439.45789.45Refused9/22/2015 4:46:36 PMWilliam9/23/2015 7:51:16 AM[redacted]350301.23651.23Refused9/23/2015 8:41:56 AMWilliam9/23/2015 11:06:15 AM[redacted]350321.23671.23Refused9/23/2015 12:38:12 PMWilliamAdminIDMessageDOLU<< WilliamIf you agree this offer,kindly accept this proposal as soon as possible before we loose fare or seats as we have so limited seats. Note : this change has to be done as soon as possible as this ticket is about to be expired.9/22/2015 4:41:10 PM<< WilliamNote : this change has to be done today before 4 PM EST otherwise no value for your ticket at all.If you refused this proposal again,your change file will be closed automatically and ticket will be kept as it is with no change.9/23/2015 7:51:47 AM<< WilliamNot allowed.you have lost all ticket value9/23/2015 9:34:32 AM<< WilliamThis is the last proposal we are sending as airline is so upset from holding many dates without reissue change so if you agree,accept immediately as after 4 PM EST today nothing we can do at all.9/23/2015 11:06:47 AM
I really do apologize about this
situation and hope this sheds some light on the matter because we are not
trying to cheat, and/or mistreat anyone. We are simply providing a service and
as everyone knows rules and restrictions do apply. They are on our website for
everyone to see. Again I hope this clears things up.
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.
As part of Our Customer Commitment,
our goal is to create the highest level of customer satisfaction within the
Travel Agency industry. We very much appreciate your understanding.
Thank you again for bringing this
matter to my attention.
If you have any other concern, please
contact us at [email protected] or
at ###-###-####.
Thank you,
AJ K[redacted]
Customer Care Supervisor
Revdex.com Serving Metro Washington, DC and Eastern Pennsylvania 1411 K St. NW, 10th Floor Washington, DC 20005-3404 ###-###-#### FAX ###-###-#### http://www.Revdex.com.org/washington-dc-eastern-pa Complaint Background: Product/Service: Airline tickets Purchase Date: 8/12/2016 Problem...
Occurred: 8/17/2016 Model: E-ticket numbers: [redacted] Account Number: Order Number: Talked to Company: 8/17/2016 Talked to Company (2nd): 8/19/2016 Talked to Company (3rd): 8/28/2016 Name of Salesperson: Purchase Price: $3372.03 Disputed Amount: $3372.03 Customer Information: [redacted] Wynnewood , PA [redacted] Daytime Phone: ###-###-#### E-mail: [redacted].com Complaint Involves: Delivery Issues Desired Outcome/Settlement: Full immediate refund Desired Settlement: Refund ATTN: [redacted] The Revdex.com Please be advised that [redacted] purchased 3 [redacted] tickets through our online on 12Aug’2016 for the following passenger: [redacted] and [redacted](c) and the booking Ref: [redacted].Travel date was on17Augl,2016. Total cost was $3372.03 for all 3 tickets. Tickets were confirmed and issued and we sent the e-tickets by email to our client. But on 17Aug’2016 we received a call from this client around 5:45pm est. that they were denied boarding due to one of the passenger was pregnant and airlines didn’t want to take a risk for her while flying. We informed this client that we will try our best and check with the airlines for the refund and let him know soon, because passengers said they went to the airport and got the boarding passes also. Tickets money is with the airlines. We submitted the request to the airlines to waive the penalty and request for full refund. After few days we got an answer from the airlines that passenger has to submit the refund request online. There might be some personal information required in that form so we forwarded the airlines email with link below and informed this client to open that link and follow the instructions and request for full refund. He said he will do that online. After that we did not hear anything from him. From: [redacted] <[redacted].[redacted].com> Sent: Wednesday, August 24, 2016 8:53 AM To: [redacted] –wtc Subject: RE: Refer ticket numbers [redacted] Hi [redacted] I hope this finds you well, Apologies in the delay in getting back to you but as this is a unique case we need to explore it, as the situation is in the past it needs to be handled by our guest relations team. To start the process with them – either you or the customer need to fill in the form on this link - https://www.[redacted].com/de/feedback/complaint The appropriate team will be able to explore what transpired and how we are able to accommodate the passenger Just a reminder in the this reservation you have GK elements this is against [redacted] policy and could result in an ADM – please remove Thank you [redacted] Please be advise that we did not do anything wrong for these passengers, we just issued these tickets as per his online booking request. He cannot just blame to us. Airlines have the right to stop any passenger if they find any problem and to resolve that issue client has to deal with the airlines also. We went extra miles and tried our best to help this client and got the above email with the link. Client has to submit the request and get the refund from the airlines directly if the Airlines waive the penalty which was informed to the client accordingly. Thanks and best regards. Peter Airfare.com Tel: ###-###-#### Ext [redacted]@airfare.com Tell us why here...
[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 it is still unacceptable that Airfare.com will not compensate me for the poor customer service I received that caused me to have to cancel my ticket. The only reason I cancelled my ticket was because 1) Airfare.com booked my ticket in a problematic and untenable way, which both American and Iberia airlines confirmed to me, and 2) when I called Airfare.com customer service to ask for help on the issue, they refused to help me and yelled at me instead. I understand that there is a fee associated with cancelling the ticket, but I argue that Airfare.com should refund me this fee on their own because they were the reason I had to cancel my ticket. Their incompetence in booking my ticket and their refusal to help me with the problematic reservation contributed to me having to cancel the ticket and pay the fee. I should not have to pay $450 because Airfare.com does not know how to book a flight reservation without problems, and I should not have to pay $450 because Airfare.com refused to correct their own problems and, instead, yelled at their customer.
Regards,
[redacted]
I declined the offer by Airfare.com only because I would like to receive the full refund - my preference would be for them to honor their offer and refund me the amount minus the fee after which we can debate over whether they owe me $400 instead of closer to $2000. Airfare.com said they would require me to sign something before getting the refund. This sounds suspicious to me. They also said they would email me to move forward with the refund but I haven't heard anything from them.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
The following is stated on your website under rules and regulations regarding your cancellation policy. Cancellation Policy:
You can cancel your reservation up until 11:59 pm Eastern
Time (North America) on the same day you booked without penalty. After
that the ticket is non-refundable, if [redacted].com is able to obtain a
waiver from the Airline to allow a refund, there will be a minimum of
$450.00 fee per ticket and will apply upfront.[redacted].com understands that unexpected situations may come up to where your travel
plans must be changed. If you need to make a change request please do so before
the first travel date has passed. Due to the higher than normal rules and restrictions
on our tickets, the ticket(s) you are purchasing are completely NON-REFUNDABLE.
If you cancel you will not receive any money back.
You may be eligible to apply part of your ticket price towards future travel (for
a limited time, usually a year ticket expiration varies).
Sometimes, the airlines will allow these highly restricted tickets to be refunded.
Please understand that in order for these highly restrictive tickets to be refunded
the airline does charge a service fee of a minimum of $450.00. If during your cancellation
request we discover that a refund will be allowed a processing fee will be incurred.
(Processing fee will be determined by agents and validating airline.)
Please note: Partially un-used tickets are non-transferable, changeable or refundable.The above information is false and a misrepresentation of what [redacted].com actually does. [redacted].com DOES NOT contact the airline to see if the ticket can be cancelled. You contact a CONSOLIDATOR, which is NOT affiliated with the airliner. Your policy is a misrepresentation of what you actually do. This became apparent when I first tried to change the dates of the flights. A [redacted] representative stated that as long as a new ticket was purchased within a calendar year of the original purchase date you could change dates--eve if the new return date exceeded the calendar year. [redacted].com claims that it contacts the airline but it does not. If [redacted].com did contact the airline, the new ticket dates would have been fine according to [redacted]'s policy. Moreover, when I asked a [redacted] representative, they stated that they are not contacted by third parties.Moreover, while your regulations state that the tickets are NON-REFUNDABLE, you also sate that if a waiver can be acquired from the airline the tickets may be refundable (with a service fee of $450). But again, you do not contact the airliner. I was willing to pay the $350 to change the flight dates but after I was told by an [redacted].com representative that [redacted] would not allow the new dates I knew this was not true. Therefore, I simply decided to try to cancel the flight and pay the $450. I would be fine if [redacted].com provides written correspondence/s and/or verification (via email or letter) showing that they actually contacted [redacted] Airlines as they claim they do (and did). If this issue is not fairly resolved I will also be writing formal letters to both [redacted] as well as [redacted].
Regards,
[redacted]
[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: the flight booking was made on October 22nd and cancelled on the 22nd. Airfare.com did not provide adequate time for my office in Vienna, Austria to response to the any emails. But the time we were able to respond on the 23rd via phone, the ticket was already cancelled and no recourse was available from the agent and the agent at airfares.com was rude and unhelpful in resolutions or providing a solution. This is a disservice to anyone using your service expecting that when a ticket is purchased and should there be any complications that an immediate response and resolution be available to keep a ticket that was issued and expected by the customer. I was also told that the person making the booking was different from the corporate card holder except ticket and card holder were the same. I expect this happens often and it was an additional excuse for the cancellation of the ticket. From the western, customers expect that once agreed and ticket issued that there would not be any problems. This is a case of saying that my ticket is fine then changing criteria unbeknownst to the customer. If I hadn't checked the status of the ticket until the day of my flight I would be furious. I believe airfare.com has not performed satisfactorily in customer service and I will be actively advocating against using your service unless communications and processes are improved to the benefit of the customer.
Regards,
[redacted]
Dear Revdex.com,Please forward the below response to our customerThank you,AJ K[redacted]Dear Customer,
Please be advise that its true we did informed you to pay
the cancellation fee per ticket and you will get full refundHowever, we also
did state in the terms and conditions under cancellation policy that IF
Airfare.com is able to get a waiver, we will charge the fee and will issue the
full refundIn your case, we were NOT able to obtain a waiver and as result we
are going to refund your money which was chargedWe do apologize for any delay
or inconveniencePlease allow 14-days for the funds to be refund to your
account
Thank you,
AJ K[redacted]
Customer Care Supervisor
Revdex.com Serving Metro Washington DC and Eastern Pennsylvania 1411 K St. NW, 10TH FLOOR Washington, DC 20005-3404 Case ID [redacted] Please be advice that our respected client [redacted], has purchased 2 airline tickets on [redacted] , from us on the 16 Dec 2015, the...
tickets was issued and sent to her via email exactly the way she booked them, she also agreed to the rule and regulation of those type of tickets which of the tickets are nonrefundable they are date exchangeable only for an exchange fee plus the deferent in the fare, name change are prohibited only the airline can or allow us to do it by giving us a waiver to do that. On the 25 Jan 2016, she called to request a change on the name of one of the ticket. We immediately attended to help her but while we are trying to get a waiver from the airline to get things done for her, we found out that she have already contacted the airline on the 23 Dec 2015 and got the exchange through them. Please keep on mind that once the airline take over any of our booking and they do any kind of change on any tickets, they will have full control on those tickets and we will have no access to these tickets any more. When **. [redacted] called us we explained that to her many time that her tickets at this time are open to be used by her any time but they are under the airline control only and if she calls **. [redacted] at [redacted] telephone number ###-###-#### she should help. Please explain to her exactly that because each time we try she get really upset and we don’t know what to do any more, she has already waive our right to help her to be under the airline control only and there is nothing we can do from our end to do anything on her tickets since the 23 Dec 2015. We regret that we can’t help our client at this point but that is her choice and we respect that.With thanks and regards,Peterairfare.cim Tell us why here...
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Again, I would like to hear these recordings as you said it yourself you called to verify. Second, I called the actual airline and they said they can change the ticket for 40 USD so please don't insult my intelligence. All of my banking information (including my name which you so generously attached in the previous e-mail) was correct, so why exactly would the bank refuse to charge anything? Sounds about right. If the insulting tone in your responses and the sheer number of overwhelmingly negative reviews your company has received isn't indication enough of the type of 'Customer Care' you provide then nothing will be. No further response is required. I will file this as unresolved.
Regards,
[redacted]
[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: Not acceptable, I had no choice but to accept it and pay the fees so we don't lose any money. [redacted] gave me the runaround. Regards,[redacted]
Dear Revdex.com,
Please forward
the below response to our client.
Thank
you,
AJ K[redacted]
Dear
Customer,
Thank you
for notifying us of your complaint. We strive to provide you with the best
possible service, and when you feel that it fails to meet your expectations,
it’s...
important for us to know.
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. The below request was sent to [redacted] Airlines on June 11,
2015 and no response as of yet.
As soon
as we receive a reply form Airline, we will notify you.
On Thu, Jun 11, 2015,
at 10:30 AM:
Hi Customer Relations
Team at [redacted] Airlines,
As per our records
these ticket
numbers [redacted] were
refunded, but the cardholder never received the credit. Could you please look
into this matter and get back to me as soon as possible.
Thank you,
AJ k[redacted]
Customer Care Supervisor
[redacted].com Team Member
Used the travel sight [redacted] to book various portions of a four week trip. I booked a hotel on 5/19/2017 for one night at Hotel [redacted]. When I received the confirmation, it was for 7 nights. I called right away and stated I only needed one day. They said no problem, we will contact the hotel and get back to you within 48 hours. After several days and several conversations, they stated the hotel would not refund. I did not stay there and just returned from my vacation.
The Revdex.com has received a customer concern about your business Complaint Background: Product/Service: Airline Tickets Purchase Date: 2/20/2016 Problem Occurred: 6/29/2016 Account Number: [redacted] Please be advised that this passenger has accepted the...
offer to cancel his booking on 6/28/2016 4:48 PM. We submitted the refund request immediately to the airlines help desk after he agreed the offer, however refund does take 4 to 6 weeks to get the refund amount back to the card as per the airline rules and regulation, which he had to agree to at the time of purchasing his ticket. We already sent his request to the airline at the same minute we got it. The seats are already canceled and we also requested it to be done URGENT basis. Please be patience. Your refund is in process. Thanks and regards, PeterAirfare.com
Dear Revdex.com,I have contacted [redacted] and informed him to sent an email to Airline to authorize me to work on your case. Since Airline took the control of the tickets, we no longer have access. Please see the below email from Airline:Date: Tue, June 23, 2015 2:54 amTo: **@[redacted].comDear Mr K[redacted] Unfortunately, we are not authorized to give such information to a third party. Please send us the consent of the customers including copy of the passport and signature. Thank you for your understanding. Best regards, [redacted] AIRLINES [redacted]Feedback Management Head OfficeP.O. Box [redacted]Fax [redacted]feedback@[redacted].comwww.[redacted].com
[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]
Complaint: [redacted]
I am rejecting this response because: - There was no option for me to not reject the offer from airfare.com as for me the date change was mandatory. [redacted] cannot do date change since the ticket was booked via airfare.com. [redacted] does not charge any change fee.- This is a case of business taking advantage of a vulnerable situation to gouge money. All competing travel agent sites like [redacted] and other charge no change fee or minimal change fee. $350 dollars is just unacceptable business practice. - This is a case of business cheating customers by putting a hidden charge in fine print in their user agreement document. No user reads these agreements prior to booking a flight. Revdex.com needs to take responsibility to stop such unscrupulous business practice by agents like airfare.comRegards,
[redacted]
Revdex.com Serving Metro Washington, DC and Eastern Pennsylvania1411 K St. NW, 10th Floor Washington, DC 20005-3404 ###-###-#### FAX ###-###-#### http://www.Revdex.com.org/washington-dc-eastern-paCustomer Information: [redacted] Mountain View , CA [redacted] Daytime...
Phone: ###-###-#### Evening Phone: ###-###-#### E-mail: [redacted].comComplaint ID of [redacted]. The details of this matter are as follows: Complaint Involves: Refund Or Exchange Issues Complaint Background: Product/Service: Flight ticket change of date Purchase Date: 2/20/2017 Problem Occurred: 2/20/2017 Model: travel agent Account Number: Order Number: [redacted] Talked to Company: 2/20/2017 Purchase Price: $1174.63 Disputed Amount: $350.00 Desired Outcome/Settlement: I would like a refund of my $350 flight change fee. In addition, I would like that future customers are not cheated so that it is made illegal to charge such exorbitant hidden fee for flight date changeDesired Settlement: Refund ATTN: [redacted] The Revdex.com Please be advised that [redacted] purchased 1 [redacted] ticket through our online on 23Oct’2016 for himself by agreeing our rules and regulations and the booking Ref: [redacted].Travel date was on 28April, 2017. Ticket was confirmed and issued and we sent the e-ticket by email to him. But on 20 February, 2017 we received a request from this client to change the flight date. We sent him the written offer which is as follow >> Customer Please keep the same flight connection and time as the old flight 2/20/2017 1:45:39 PM << nick Dear [redacted], please notice no change is allowed at the same date of travel also the change has to be done 72 hours before the departure. Please check the new booking number [[redacted]], please notice there might be a change in the departure and arrival time and connection. Departing on [9-Mar-2017], returning on [15-MAR-2017], it will be an additional cost 350.00 USD change penalty fee per passenger plus 162.00 USD diff in fare per passenger. If you are satisfied with our proposal please click on accept button immediately in order to process your change request today, So once you clicked on accept button the original itinerary will be cancelled and replaced by the new required itinerary. Your acceptance means that if you changed your mind to not make the change under any circumstances then we will not be able to reinstate the old itinerary back and it will be your responsibility. Please be aware that after 3:30 PM EST time this proposal will be expired also the airline will ignore your request, then we will not be able to get the same offer, otherwise click on refuse button to understand that you want to keep your flight the way as it is. 2/20/2017 2:01:10 This client accepted our offer. We charged the penalty upfront and exchanged his ticket and email him the new ticket information. Our offer clearly says that if you don’t agree this offer, your ticket and booking will remain as is. Please be advise that our rules and regulation clearly says about the change that client has to pay date change fee $350.00 plus any fare difference if the client want to change the date. Every client agreed this rules and regulations while booked the flight in our website. Without agreement no one is able to book any flight through our online. Please find the attached airfare.com rules and regulations and acceptance for the exchange offer.I don’t find any information that our customer was rude or unprofessional with this client. We don’t change any booking over the phone. He submit a request to change the flight, we offered him quotation. He accepted and we exchanged the ticket. I don’t find anything wrong. Please be advised that his flight ticket was exchanged with the penalty and difference in airfare and according to his acceptance. This date change penalty and difference in airfare is totally non-refundable. We apologize if he feels that our agent’s behavior was not proper with him. Our agent will be more careful with our valuable clients. Thanks and best regards.PeterAirfare.comTel: ###-###-#### Ext [redacted]@airfare.com
Revdex.com Serving Metro Washington, DC and Eastern Pennsylvania1411 K St. NW, 10th Floor Washington, DC 20005-3404 ###-###-#### FAX ###-###-#### http://www.Revdex.com.org/washington-dc-eastern-pa Complaint Background: Product/Service: Airfare Booking Purchase Date: 12/21/2016 Problem...
Occurred: 12/21/2016 Model: Account Number: Order Number: Talked to Company: 12/22/2016 Purchase Price: $0.00 Disputed Amount: $125.00 Desired Outcome/Settlement: I booked a flight for more money though the company;s agent clearly lied to me. The company is denying it and asked why I did not get the agent's name. Based on all of the online complaints, I would like the difference in airfare since the agent lied and I lost the chance for the lower airfare. Desired Settlement: Billing AdjustmentCustomer Information: [redacted] P.O. Box [redacted] San Francisco , CA 94147 Daytime Phone: ###-###-#### E-mail: [redacted] ATTN: [redacted] The Revdex.com Please be advised that [redacted] made a round trip flight booking through our online for herself on 21st Dec, 2016 to travel from BOS to LHR and the booking Ref: [redacted]. Travel date was on 29 Dec, 2016. Flight was with [redacted]. Total cost was $730.70. Flight booking was confirmed with this fare BUT we found that card holder did not provide the correct card information so we could not charge on her account and couldn’t issue her ticket due to payment problem. We sent her email immediately after she booked the flight which is payment problem and our email clearly says to fix the payment problem immediately otherwise she may lose the booking and quoted fare. We cannot give guarantee for the booking and fare until it’s ticketed. Payment problem wasn’t fixed and ticket was never issued. So the flight booking got cancelled and she got the email notification that your booking got canceled due to payment problem, if you need ticket please go and book it online or contact us. She called us once she received the booking cancellation notice and asking for same flight and fare. We explained her same fare is not available, its $125.00 more. She was arguing and telling that our agent told her we will keep her booking with same fare until next midnight which is not true and she could not provide us written confirmation from our agent who told you we will keep the booking with a payment problem. She doesn’t have the agent name either. She booked this through our online and she received two email from us, one is to fix the payment problem immediately and other is booking cancellation notice because of payment problem. Please see attached both emails which were sent to this client for payment problem. Please be advised that yesterday she made another booking for herself for the same flight. Fare was $855.79 and booking ref: [redacted]. In this booking there was no payment problem so the ticket was issued and emailed to her but she cancelled that booking and ticket at night within free cancellation time frame. She received the cancelation email confirmation also. We are not charging anything from her.Please be advise that she cannot dispute any charge where there is nothing charged and cannot just claim for our agent when she doesn’t have any written confirmation/guarantee to keep the booking with same fare until next midnight when there was payment problem. Without proof of written confirmation we will not be able to help. We were not rude but she was arguing too much, don’t like to hear from us and telling the same thing again and again to give the same fare which was not possible at all. I do apologize if she was hurt by our words. Thanks and best regards. PeterAirfare.comTel: ###-###-#### Ext 222[redacted]
Case #: [redacted] Consumer Info: [redacted]Los Angeles, CA [redacted]@[redacted].com Business Info: Wholesale Travel Center, Inc4619 - 41st Street NW, Suite 300Washington, DC 20016###-###-#### Date Filed: 2/3/2016 Nature of the Complaint: Refund /...
Exchange Issues Consumer’s Desired Resolution:I would like that either airfare.com or [redacted] issue a new ticket for times I had originally requested on Dec 3. Departing Los Angeles to Sydney April 30 and returning from Sydney to Los Angeles on May 15. ATTN: [redacted] The Revdex.com Please be advised that [redacted] purchased 1 [redacted] INTL airline ticket through our online on 18Oct’2015 for herself and the booking Ref: [redacted].Travel date was on 06December,2015. Tickets were confirmed and issued and we sent the e-ticket by email to our client. But on 3rd Dec’ 2015 passenger called and said she is sick and not able to travel on 06Dec,2015. We can’t change anything over the phone, we have to have an email request, Our agent informed that and she sent us request to change the flight our agent responded her email with a offer with new flight and fare that she need to accept or refuse otherwise we can’t change anything on the original ticket. Our offer was as follows: Please be inform that our client never answers the email, she didn’t even call to verify if this booking is cancel or not. Therefore we understood she might use the ticket. We keep the ticket as is. After few days she called and asks for ticket with new date. But the airlines put a note that this passenger is no show. So no- refund, no money. Passenger contacts us and emails us few times after the no show. But ticket is under the airlines control, we can’t do anything. So we informed her please check with the airlines directly if they can do anything for you because the money is with the airlines and ticket is under the airlines control. Please be advised that when there is a restriction by the airlines on any ticket as non-refundable. No show no refund. We cannot refund or change it. When this client booked this flight through our online she agreed this policy. Without agreement she can’t book a flight through our online. We are sorry that we can’t assist this client due to highly restricted ticket but she can still check with the airlines directly, if the airlines can do something. Thanks and best regards. Peter Airfare.com Tel: ###-###-#### Ext [redacted]@airfare.com
Dear Revdex.com,
Please forward the below response to our customer.
Thank you,
Dear Customer,
We already stated in the itinerary if you are no-show, airline
will cancel the entire booking and you will lose the funds associated with the
tickets. Being no-show is out of our control and we noticed that airline
already refunded the taxes/fees to you. We do not have any access to the
tickets any longer.
Thank you,
AJ K[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:AJ,I've gotten married since I bought the tickets, so my information is a under my maiden name [redacted]. The tickets are booked for [redacted] and [redacted]. Our booking number is [redacted], and it should be under the email address [redacted].com. Thank you!
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. We have received your complaint and we can
totally understand your frustration.
Please
be advised that when you booked your ticket online, you have purchased an
airline ticket that is NON-refundable per the rules you agreed online. During
the process of that purchase and after you selected the date and the price you
liked, you were given several chances to back out of this purchase.
You
were presented with the rules in bold, large letters. Our goal was to make
absolutely sure that you understood the rules. Please be advised that you
did not booked this ticket directly from Airlines and due to this, you agreed
to our rules and you must follow the rules you agreed
Airfare.com is a wholesale operator; this is like buying
in bulk. We are imposing the rules that you agreed to when you booked on [redacted].com and Airfare.com is a partner with [redacted].com and has highly discounted
ticket; this ticket come with higher than normal rules and restrictions.
I would like to explain to you our Change
Policy: Please read it below.
Please see the change policy below:
Change Policy
Any changes to your reservation will
require the payment of up to $350 per ticket plus the difference in fare. Only
the time and date of travel can be changed before the start of travel; the
routing of travel cannot.
These highly discounted tickets are subject
to the airlines bulk penalty fee which will be $200.00 domestic tickets and
$350.00 for international tickets. Additionally, if the new tickets cost more
than the original tickets you must pay the difference. If the new tickets are
less than the original, the airline will not credit the difference.
Please understand when making changes to
your reservation you must travel on the same airline.
Domestic:
Change must be done before first date of
travel. Change fee is $200.00 + any difference in fare. [redacted]Reservation is
non-re-rout able and non-changeable. [redacted]
International:
Change must be done before the first date
of travel. Change fee is $350.00 + any difference in fare. [redacted]Reservation is
non-re-rout able and non-transferable. [redacted] (It means that a travel credit can
only be used to the SAME DESTINATION) Airfare.com makes it a point to follow all rules and
restrictions from all associated travel agencies, airlines and governing
bodies.
With that being said there are different
rules that are associated with every ticket. These highly discounted tickets are subject to the
airlines bulk penalty fee which will be $200 domestic tickets and $350 or
international tickets. Additionally, if the new tickets cost more than the
original tickets you must pay the difference. We as Airfare.com do not compare the
difference in fare via Online or Airline’s website. If the new tickets are less
than the original, the airline will not credit the difference.
Note: We have sent you 3 different proposals and you
refused all of them. Please keep in mind that we do not compare the online
prices. The online prices are for those people who don’t have any airline
ticket. We have to follow the normal rules on your existing ticket in order to exchange
it. If you do not agree to the changes, you will lose the entire value on your ticket as your ticket will expire soon. ProposalsProposal DateNew ConfirmationChange FeesDifferent In FaresPax PAIDProposal StatusAction DateAdmin9/22/2015 4:40:42 PM[redacted]350439.45789.45Refused9/22/2015 4:46:36 PMWilliam9/23/2015 7:51:16 AM[redacted]350301.23651.23Refused9/23/2015 8:41:56 AMWilliam9/23/2015 11:06:15 AM[redacted]350321.23671.23Refused9/23/2015 12:38:12 PMWilliamAdminIDMessageDOLU<< WilliamIf you agree this offer,kindly accept this proposal as soon as possible before we loose fare or seats as we have so limited seats. Note : this change has to be done as soon as possible as this ticket is about to be expired.9/22/2015 4:41:10 PM<< WilliamNote : this change has to be done today before 4 PM EST otherwise no value for your ticket at all.If you refused this proposal again,your change file will be closed automatically and ticket will be kept as it is with no change.9/23/2015 7:51:47 AM<< WilliamNot allowed.you have lost all ticket value9/23/2015 9:34:32 AM<< WilliamThis is the last proposal we are sending as airline is so upset from holding many dates without reissue change so if you agree,accept immediately as after 4 PM EST today nothing we can do at all.9/23/2015 11:06:47 AM
I really do apologize about this
situation and hope this sheds some light on the matter because we are not
trying to cheat, and/or mistreat anyone. We are simply providing a service and
as everyone knows rules and restrictions do apply. They are on our website for
everyone to see. Again I hope this clears things up.
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.
As part of Our Customer Commitment,
our goal is to create the highest level of customer satisfaction within the
Travel Agency industry. We very much appreciate your understanding.
Thank you again for bringing this
matter to my attention.
If you have any other concern, please
contact us at [email protected] or
at ###-###-####.
Thank you,
AJ K[redacted]
Customer Care Supervisor
Revdex.com Serving Metro Washington, DC and Eastern Pennsylvania 1411 K St. NW, 10th Floor Washington, DC 20005-3404 ###-###-#### FAX ###-###-#### http://www.Revdex.com.org/washington-dc-eastern-pa Complaint Background: Product/Service: Airline tickets Purchase Date: 8/12/2016 Problem...
Occurred: 8/17/2016 Model: E-ticket numbers: [redacted] Account Number: Order Number: Talked to Company: 8/17/2016 Talked to Company (2nd): 8/19/2016 Talked to Company (3rd): 8/28/2016 Name of Salesperson: Purchase Price: $3372.03 Disputed Amount: $3372.03 Customer Information: [redacted] Wynnewood , PA [redacted] Daytime Phone: ###-###-#### E-mail: [redacted].com Complaint Involves: Delivery Issues Desired Outcome/Settlement: Full immediate refund Desired Settlement: Refund ATTN: [redacted] The Revdex.com Please be advised that [redacted] purchased 3 [redacted] tickets through our online on 12Aug’2016 for the following passenger: [redacted] and [redacted](c) and the booking Ref: [redacted].Travel date was on17Augl,2016. Total cost was $3372.03 for all 3 tickets. Tickets were confirmed and issued and we sent the e-tickets by email to our client. But on 17Aug’2016 we received a call from this client around 5:45pm est. that they were denied boarding due to one of the passenger was pregnant and airlines didn’t want to take a risk for her while flying. We informed this client that we will try our best and check with the airlines for the refund and let him know soon, because passengers said they went to the airport and got the boarding passes also. Tickets money is with the airlines. We submitted the request to the airlines to waive the penalty and request for full refund. After few days we got an answer from the airlines that passenger has to submit the refund request online. There might be some personal information required in that form so we forwarded the airlines email with link below and informed this client to open that link and follow the instructions and request for full refund. He said he will do that online. After that we did not hear anything from him. From: [redacted] <[redacted].[redacted].com> Sent: Wednesday, August 24, 2016 8:53 AM To: [redacted] –wtc Subject: RE: Refer ticket numbers [redacted] Hi [redacted] I hope this finds you well, Apologies in the delay in getting back to you but as this is a unique case we need to explore it, as the situation is in the past it needs to be handled by our guest relations team. To start the process with them – either you or the customer need to fill in the form on this link - https://www.[redacted].com/de/feedback/complaint The appropriate team will be able to explore what transpired and how we are able to accommodate the passenger Just a reminder in the this reservation you have GK elements this is against [redacted] policy and could result in an ADM – please remove Thank you [redacted] Please be advise that we did not do anything wrong for these passengers, we just issued these tickets as per his online booking request. He cannot just blame to us. Airlines have the right to stop any passenger if they find any problem and to resolve that issue client has to deal with the airlines also. We went extra miles and tried our best to help this client and got the above email with the link. Client has to submit the request and get the refund from the airlines directly if the Airlines waive the penalty which was informed to the client accordingly. Thanks and best regards. Peter Airfare.com Tel: ###-###-#### Ext [redacted]@airfare.com Tell us why here...
[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 it is still unacceptable that Airfare.com will not compensate me for the poor customer service I received that caused me to have to cancel my ticket. The only reason I cancelled my ticket was because 1) Airfare.com booked my ticket in a problematic and untenable way, which both American and Iberia airlines confirmed to me, and 2) when I called Airfare.com customer service to ask for help on the issue, they refused to help me and yelled at me instead. I understand that there is a fee associated with cancelling the ticket, but I argue that Airfare.com should refund me this fee on their own because they were the reason I had to cancel my ticket. Their incompetence in booking my ticket and their refusal to help me with the problematic reservation contributed to me having to cancel the ticket and pay the fee. I should not have to pay $450 because Airfare.com does not know how to book a flight reservation without problems, and I should not have to pay $450 because Airfare.com refused to correct their own problems and, instead, yelled at their customer.
Regards,
[redacted]
I declined the offer by Airfare.com only because I would like to receive the full refund - my preference would be for them to honor their offer and refund me the amount minus the fee after which we can debate over whether they owe me $400 instead of closer to $2000. Airfare.com said they would require me to sign something before getting the refund. This sounds suspicious to me. They also said they would email me to move forward with the refund but I haven't heard anything from them.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
The following is stated on your website under rules and regulations regarding your cancellation policy. Cancellation Policy:
You can cancel your reservation up until 11:59 pm Eastern
Time (North America) on the same day you booked without penalty. After
that the ticket is non-refundable, if [redacted].com is able to obtain a
waiver from the Airline to allow a refund, there will be a minimum of
$450.00 fee per ticket and will apply upfront.[redacted].com understands that unexpected situations may come up to where your travel
plans must be changed. If you need to make a change request please do so before
the first travel date has passed. Due to the higher than normal rules and restrictions
on our tickets, the ticket(s) you are purchasing are completely NON-REFUNDABLE.
If you cancel you will not receive any money back.
You may be eligible to apply part of your ticket price towards future travel (for
a limited time, usually a year ticket expiration varies).
Sometimes, the airlines will allow these highly restricted tickets to be refunded.
Please understand that in order for these highly restrictive tickets to be refunded
the airline does charge a service fee of a minimum of $450.00. If during your cancellation
request we discover that a refund will be allowed a processing fee will be incurred.
(Processing fee will be determined by agents and validating airline.)
Please note: Partially un-used tickets are non-transferable, changeable or refundable.The above information is false and a misrepresentation of what [redacted].com actually does. [redacted].com DOES NOT contact the airline to see if the ticket can be cancelled. You contact a CONSOLIDATOR, which is NOT affiliated with the airliner. Your policy is a misrepresentation of what you actually do. This became apparent when I first tried to change the dates of the flights. A [redacted] representative stated that as long as a new ticket was purchased within a calendar year of the original purchase date you could change dates--eve if the new return date exceeded the calendar year. [redacted].com claims that it contacts the airline but it does not. If [redacted].com did contact the airline, the new ticket dates would have been fine according to [redacted]'s policy. Moreover, when I asked a [redacted] representative, they stated that they are not contacted by third parties.Moreover, while your regulations state that the tickets are NON-REFUNDABLE, you also sate that if a waiver can be acquired from the airline the tickets may be refundable (with a service fee of $450). But again, you do not contact the airliner. I was willing to pay the $350 to change the flight dates but after I was told by an [redacted].com representative that [redacted] would not allow the new dates I knew this was not true. Therefore, I simply decided to try to cancel the flight and pay the $450. I would be fine if [redacted].com provides written correspondence/s and/or verification (via email or letter) showing that they actually contacted [redacted] Airlines as they claim they do (and did). If this issue is not fairly resolved I will also be writing formal letters to both [redacted] as well as [redacted].
Regards,
[redacted]
[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: the flight booking was made on October 22nd and cancelled on the 22nd. Airfare.com did not provide adequate time for my office in Vienna, Austria to response to the any emails. But the time we were able to respond on the 23rd via phone, the ticket was already cancelled and no recourse was available from the agent and the agent at airfares.com was rude and unhelpful in resolutions or providing a solution. This is a disservice to anyone using your service expecting that when a ticket is purchased and should there be any complications that an immediate response and resolution be available to keep a ticket that was issued and expected by the customer. I was also told that the person making the booking was different from the corporate card holder except ticket and card holder were the same. I expect this happens often and it was an additional excuse for the cancellation of the ticket. From the western, customers expect that once agreed and ticket issued that there would not be any problems. This is a case of saying that my ticket is fine then changing criteria unbeknownst to the customer. If I hadn't checked the status of the ticket until the day of my flight I would be furious. I believe airfare.com has not performed satisfactorily in customer service and I will be actively advocating against using your service unless communications and processes are improved to the benefit of the customer.
Regards,
[redacted]
Dear Revdex.com,Please forward the below response to our customerThank you,AJ K[redacted]Dear Customer,
Please be advise that its true we did informed you to pay
the cancellation fee per ticket and you will get full refundHowever, we also
did state in the terms and conditions under cancellation policy that IF
Airfare.com is able to get a waiver, we will charge the fee and will issue the
full refundIn your case, we were NOT able to obtain a waiver and as result we
are going to refund your money which was chargedWe do apologize for any delay
or inconveniencePlease allow 14-days for the funds to be refund to your
account
Thank you,
AJ K[redacted]
Customer Care Supervisor
Revdex.com Serving Metro Washington DC and Eastern Pennsylvania 1411 K St. NW, 10TH FLOOR Washington, DC 20005-3404 Case ID [redacted] Please be advice that our respected client [redacted], has purchased 2 airline tickets on [redacted] , from us on the 16 Dec 2015, the...
tickets was issued and sent to her via email exactly the way she booked them, she also agreed to the rule and regulation of those type of tickets which of the tickets are nonrefundable they are date exchangeable only for an exchange fee plus the deferent in the fare, name change are prohibited only the airline can or allow us to do it by giving us a waiver to do that. On the 25 Jan 2016, she called to request a change on the name of one of the ticket. We immediately attended to help her but while we are trying to get a waiver from the airline to get things done for her, we found out that she have already contacted the airline on the 23 Dec 2015 and got the exchange through them. Please keep on mind that once the airline take over any of our booking and they do any kind of change on any tickets, they will have full control on those tickets and we will have no access to these tickets any more. When **. [redacted] called us we explained that to her many time that her tickets at this time are open to be used by her any time but they are under the airline control only and if she calls **. [redacted] at [redacted] telephone number ###-###-#### she should help. Please explain to her exactly that because each time we try she get really upset and we don’t know what to do any more, she has already waive our right to help her to be under the airline control only and there is nothing we can do from our end to do anything on her tickets since the 23 Dec 2015. We regret that we can’t help our client at this point but that is her choice and we respect that.With thanks and regards,Peterairfare.cim Tell us why here...
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Again, I would like to hear these recordings as you said it yourself you called to verify. Second, I called the actual airline and they said they can change the ticket for 40 USD so please don't insult my intelligence. All of my banking information (including my name which you so generously attached in the previous e-mail) was correct, so why exactly would the bank refuse to charge anything? Sounds about right. If the insulting tone in your responses and the sheer number of overwhelmingly negative reviews your company has received isn't indication enough of the type of 'Customer Care' you provide then nothing will be. No further response is required. I will file this as unresolved.
Regards,
[redacted]
[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: Not acceptable, I had no choice but to accept it and pay the fees so we don't lose any money. [redacted] gave me the runaround. Regards,[redacted]
Dear Revdex.com,
Please forward
the below response to our client.
Thank
you,
AJ K[redacted]
Dear
Customer,
Thank you
for notifying us of your complaint. We strive to provide you with the best
possible service, and when you feel that it fails to meet your expectations,
it’s...
important for us to know.
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. The below request was sent to [redacted] Airlines on June 11,
2015 and no response as of yet.
As soon
as we receive a reply form Airline, we will notify you.
On Thu, Jun 11, 2015,
at 10:30 AM:
Hi Customer Relations
Team at [redacted] Airlines,
As per our records
these ticket
numbers [redacted] were
refunded, but the cardholder never received the credit. Could you please look
into this matter and get back to me as soon as possible.
Thank you,
AJ k[redacted]
Customer Care Supervisor
[redacted].com Team Member
Used the travel sight [redacted] to book various portions of a four week trip. I booked a hotel on 5/19/2017 for one night at Hotel [redacted]. When I received the confirmation, it was for 7 nights. I called right away and stated I only needed one day. They said no problem, we will contact the hotel and get back to you within 48 hours. After several days and several conversations, they stated the hotel would not refund. I did not stay there and just returned from my vacation.