Arborcare

Case #: [redacted] Consumer Info: [redacted] **Los Angeles, CA [redacted] @***.com Business Info: Wholesale Travel Center, Inc- 41st Street NW, Suite 300Washington, DC 20016###-###-#### Date Filed: 2/3/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 Departing Los Angeles to Sydney April and returning from Sydney to Los Angeles on May ATTN: [redacted] The Revdex.com Please be advised that [redacted] purchased [redacted] INTL airline ticket through our online on 18Oct’for herself and the booking Ref: [redacted] .Travel date was on 06December,Tickets were confirmed and issued and we sent the e-ticket by email to our clientBut on 3rd Dec’ passenger called and said she is sick and not able to travel on 06Dec,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 ticketOur 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 notTherefore we understood she might use the ticketWe keep the ticket as isAfter few days she called and asks for ticket with new dateBut the airlines put a note that this passenger is no showSo no- refund, no moneyPassenger contacts us and emails us few times after the no showBut ticket is under the airlines control, we can’t do anythingSo 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 controlPlease be advised that when there is a restriction by the airlines on any ticket as non-refundableNo show no refundWe cannot refund or change itWhen this client booked this flight through our online she agreed this policyWithout agreement she can’t book a flight through our onlineWe 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 somethingThanks and best regardsPeter Airfare.com Tel: ###-###-#### Ext [redacted] **@airfare.com

[redacted] See Attachments***

From: Date: Wed, Sep 14, at 4:PMSubject: Unanswered Revdex.com complaintsRevdex.comServing Metro Washington, DC and Eastern PennsylvaniaK StNW, 10th FloorWashington, DC 20005-3404###-###-#### FAX ###-###-####http://www.Revdex.com.org/washington-dc-eastern-paCase #: [redacted] Consumer Info: [redacted] ***PO Box **Stockton Springs, ME [redacted] @***.comBusiness Info:Wholesale Travel Center, Inc- 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 [redacted] tickets through our online on 14Nov’for the following passenger:[redacted] [redacted] and the bookingRef: [redacted] .Travel date was on 06April,Tickets were confirmed and issued and we sent the e-tickets by email to our clientBut on January we found that there is schedule change by the airlines on this booking.We informed the client and we offered them different flightPassenger complained that our agent informed themfor $per person to change a flightThis policy is for the regular change but not for the schedule change doneby the airlinesSome airlines charge $ 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 daysClient might misunderstood our agentWe try our best to serve the client properly when booking come to our websiteWhen we found the flight schedule done by the airlines for this booking, we contacted these passengers and the airlines to resolve this issueWe didn’tcharge any amount for the new flight scheduleIt took time to fix the scheduleWe have to go back and forth with the passenger and airlinesSometime airlines cannot provide the expected flight timePassenger argues for long layover or transit timeWe work with the client and airlines by calling and emailing them continue and it takes timeStill we don’t charge any fee from our clientPlease be advised that these flight tickets were fixedClient agreed the new flight detailsWe revalidated these ticketswithout any chargePassengers already used the ticketsWe 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.com41st Street NW Suite: 300Washington DC 20016###-###-#### EXT-222{M-F -9am to 6pm-EST}###-###-####-FaxE-Mail: **@Airfare.com

Dear Revdex.com, Please forward the below response to our customerThank you,AJ K*** Dear Customer, 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 [redacted] .com is able to obtain a waiver from the Airline to allow a refund, there will be a minimum of $fee per ticket and will apply upfrontAs 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 [redacted] .comat CS@ [redacted] .com 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 responseIf 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 moneyAll competing travel agent sites like [redacted] , [redacted] and other charge no change fee or minimal change fee$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 documentNo user reads these agreements prior to booking a flightRevdex.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 Pennsylvania K StNW, 10TH FLOOR Washington, DC 20005-Case ID [redacted] Please be advice that our respected client [redacted] , has purchased airline tickets on [redacted] , from us on the 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 thatOn the Jan 2016, she called to request a change on the name of one of the ticketWe 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 Dec and got the exchange through themPlease 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 moreWhen ** [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 helpPlease 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 Dec 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

The Revdex.com has received a customer concern about your business Complaint Product/Service: Airline ticket Purchase Date: 6/21/Problem Occurred: 6/25/Model: NA Account Number: NA Order Number: [redacted] and [redacted] Talked to Company: 6/28/Talked to Company (2nd): 6/29/Talked to Company (3rd): 6/29/Name of Salesperson: NA Purchase Price: $Disputed Amount: $Booking reference Number: [redacted] and [redacted] Name of the passenger: [redacted] Please be advised that this passenger purchased an airlines ticket on 19th June, with a total cost US$Ticket was issued and it was sent to her email address on the same date she booked this flightOn 27th of June she sent us a request to change the flight dateWe sent her the offerShe refused that than she sent us another request on the same date, we sent her new offer and she accepted thatOnce she accepted the offer we charged the penalty $as per her acceptance and this ticket was exchanged and revalidated immediately on 28June, She called us yesterday that she did not accept the offer and asked for the proof of her acceptanceI sent the screen shot immediatelyStill she doesn’t believe us and asked for the full refundI said this ticket is nonrefundable, only changeable with the penaltyShe was shouting and arguing continue and saying that we are scam and fraud and no need any help from usShe asked for supervisor, I transfer to MrZ***He advised the same to this client that we cannot refund a non-refundable ticketPassenger asked Z [redacted] to transfer to his supervisorShe got transfer to DesireePassenger was telling same thing again and again that she doesn’t need any help but only full refundThan Desiree told her we will check everything and call you back than the passenger disconnect the lineAfter 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 ticketIf she needs any document from us for her claim to the insurance company, we will definitely provide thatShe 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 chargesYesterday, 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 hours cancelation optionI checked with the airlines and replied her that this option is for the fresh new ticket and not for the exchanged ticketHer ticket was exchanged on Jun ’So there is no way we can do thatIf the airlines allow us to void, we could do that for her definitelyOur hand is tight and power is restricted on the ticketing rules and restrictionWe cannot just refund a nonrefundable ticketWe will get the debit memo from the airlines as per airlines and agency agreementPassenger 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 onlinePlease 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 airfareWe 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 penaltyThere is no guarantee for the refund and passenger has to agree if there any penalty involveShe can go to our website and request for a refund than we will check and let her know if there any waiver we can obtainWe are looking forward to hear from the client and you ASAPThanks and regards Peter Airfare.comTel: ###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: the flight booking was made on October 22nd and cancelled on the 22ndAirfare.com did not provide adequate time for my office in Vienna, Austria to response to the any emailsBut 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 solutionThis 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 customerI was also told that the person making the booking was different from the corporate card holder except ticket and card holder were the sameI expect this happens often and it was an additional excuse for the cancellation of the ticketFrom the western, customers expect that once agreed and ticket issued that there would not be any problemsThis is a case of saying that my ticket is fine then changing criteria unbeknownst to the customerIf I hadn't checked the status of the ticket until the day of my flight I would be furiousI 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,There has not been any further action on this case since we last communicatedThe Wholesale Travel Center, Inc still owe me $and they did not reimburse me with the fare differenceThanks for your concern and I do hope to from the merchant soon.Best,**

Dear Revdex.com,I have contacted [redacted] and informed him to sent an email to Airline to authorize me to work on your caseSince Airline took the control of the tickets, we no longer have accessPlease see the below email from Airline:Date: Tue, June 23, 2:amTo: **@ [redacted] .comDear Mr K [redacted] Unfortunately, we are not authorized to give such information to a third partyPlease send us the consent of the customers including copy of the passport and signatureThank you for your understanding Best regards, [redacted] AIRLINES [redacted] [redacted] Feedback Management Head OfficeP.OBox [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 responseIf 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 verifySecond, I called the actual airline and they said they can change the ticket for USD so please don't insult my intelligenceAll 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 rightIf 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 beNo further response is requiredI will file this as unresolved Regards, [redacted]

Dear Revdex.com,Please forward the below response to our customerThank 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 knowSincerely, [redacted] , NYC office”

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 seatsAirlines inform you to provided passport details to airfareI 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 airlinesThey always do that when passenger get boarding pass at the airportHowever, you sent us an email with the passport details on May, and we put that information on the same dateI also see that you assign the seats and pay for pre-seat assignmentIf the airlines charge for pre seat assignment, passenger has to follow airlines policyTravel 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 otherI called you today and spoke to [redacted] and hear about our service complainI tried to explain but she hung up on me twice and said not to call this number againYour tickets are fine and good to travelHave a nice trip.We do apologize again for our service delay.Best regards,Peter (PJ)Airfare.com

Revdex.com Serving Metro Washington, DC and Eastern Pennsylvania K StNW, 10th Floor Washington, DC 20005-###-###-#### FAX ###-###-#### http://www.Revdex.com.org/washington-dc-easteComplaint Product/Service: Airline tickets Purchase Date: 8/12/Problem Occurred: 8/17/Model: E-ticket numbers: [redacted] , [redacted] Account Number: Order Number: Talked to Company: 8/17/Talked to Company (2nd): 8/19/Talked to Company (3rd): 8/28/Name of Salesperson: Purchase Price: $Disputed Amount: $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 [redacted] tickets through our online on 12Aug’for the following passenger: [redacted] /***, [redacted] / [redacted] and [redacted] /***(c) and the booking Ref: [redacted] .Travel date was on17Augl,Total cost was $for all ticketsTickets were confirmed and issued and we sent the e-tickets by email to our clientBut on 17Aug’we received a call from this client around 5:45pm estthat 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 alsoTickets money is with the airlinesWe submitted the request to the airlines to waive the penalty and request for full refundAfter few days we got an answer from the airlines that passenger has to submit the refund request onlineThere 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 refundHe said he will do that onlineAfter that we did not hear anything from him From: ***, [redacted] < [redacted] .***@ [redacted] .com> Sent: Wednesday, August 24, 8:AM To: [redacted] –wtc Subject: RE: Refer ticket numbers ***- [redacted] - [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 teamTo 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 requestHe cannot just blame to usAirlines have the right to stop any passenger if they find any problem and to resolve that issue client has to deal with the airlines alsoWe went extra miles and tried our best to help this client and got the above email with the linkClient 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 responseIf no reason is received your complaint will be closed as Answered]k Complaint: [redacted] I am rejecting this response because: His details are not accurateI did not receive a confirmed itinerary from my initial booking, nor did I receive a receipt until I threatened to call a lawyerYes, they have a screenshot showing me recorded as having "accepted" the change offerI 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 $in charges from this company for a $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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] The following is stated on your website under rules and regulations regarding your cancellation policyCancellation Policy: You can cancel your reservation up until 11:pm Eastern Time (North America) on the same day you booked without penaltyAfter that the ticket is non-refundable, if [redacted] .com is able to obtain a waiver from the Airline to allow a refund, there will be a minimum of $fee per ticket and will apply upfront[redacted] .com understands that unexpected situations may come up to where your travel plans must be changedIf you need to make a change request please do so before the first travel date has passedDue to the higher than rules and restrictions on our tickets, the ticket(s) you are purchasing are completely NON-REFUNDABLE If you cancel you will not receive any money back You may be eligible to apply part of your ticket price towards future travel (for a limited time, usually a year ticket expiration varies) Sometimes, the airlines will allow these highly restricted tickets to be refunded Please understand that in order for these highly restrictive tickets to be refunded the airline does charge a service fee of a minimum of $If during your cancellation request we discover that a refund will be allowed a processing fee will be incurred (Processing fee will be determined by agents and validating airline.) Please note: Partially un-used tickets are non-transferable, changeable or refundable.The above information is and a misrepresentation of what [redacted] .com actually does [redacted] .com DOES NOT contact the airline to see if the ticket can be cancelledYou contact a CONSOLIDATOR, which is NOT affiliated with the airlinerYour policy is a misrepresentation of what you actually doThis became apparent when I first tried to change the dates of the flightsA [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 notIf [redacted] .com did contact the airline, the new ticket dates would have been fine according to [redacted] 's policyMoreover, 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 $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 trueTherefore, I simply decided to try to cancel the flight and pay the $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 *** 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 $instead of closer to $Airfare.com said they would require me to sign something before getting the refundThis sounds suspicious to meThey 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 responseIf 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] @***.comThank you! Regards, [redacted] ***

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 chargesWe 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

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.