Boots N All

Ms [redacted] booked a trip to South America with BootsnAll on June 3, BootsnAll sells multi-stop international airline ticketsWe work with our customers to put together a personalized trip for them that meets their needsTheir trip often includes many different airlines Since our bookings are more complicated than regular airline bookings (from a processing standpoint) some airlines do encounter difficulties finding our reservationsWe know it must be very disconcerting to hear that a reservation has been canceled, but in the case of Ms [redacted] , airline records show that her tickets were not canceled by BootsnAll at any timeWe did sincerely apologize to her for the inconveniences she encountered communicating with Lan and checking in for her flight, and have taken steps with the airline to ensure similar issues don’t occur for future travelers While we do our best to notify passengers of any airline schedule changes, sometimes we are not able to do so because the changes are made at the last minute or the airline does not notify us in timeBecause it does happen occasionally, we try to prepare our travelers for the possibility by mentioning it in our Terms and Conditions as follows, "Airlines routinely make changes to flight schedulesBootsnAll will do its best to keep you notified, but BootsnAll is not responsible for insuring your flight from changes or keeping you updatedWe recommend you confirm your flight a few days before you fly and consider buying travel insurance" Unfortunately, when Ms [redacted] ’s Aerolineas Argentinas flight from El Calafate was delayed, it caused her to miss her connecting flight in Buenos AiresHer Buenos Aires - Miami flight was with a different airline (Lan), and the ticket was non-refundable and non-changeableAs such, Lan would not allow us to rebook her original flight missed due to the delay from Aerolineas ArgentinasThe only solution for Ms [redacted] to fly home was for her to buy a new ticketAgain, this is an unfortunate reality for which we try to prepare our travelers in our term and conditions: "Most airline tickets are non-refundable, non-changeable, non-cancelable and non-transferable." We understand that it was frustrating for Ms [redacted] to look at flights for herself and that she had to pay for the new flight, however, BootsnAll did book the new ticket for her at her requestThe fare we offered her for this flight was considerably lower than other options available due to our negotiated contract rates with the airlineAlthough the cost of the new ticket was the airline's charge, not ours, we completely understand that unexpected expense can be a hardship, which is why we suggest that our travelers consider travel insurance After helping Ms [redacted] secure her plans to travel home, BootsnAll contacted our account manager at the airline in question, LAN, on behalf of Ms [redacted] to try to get them to make an exception and refund her original non-refundable tickets she was unable to use due to the schedule changeUnfortunately, they replied back they could not authorize a refund The bottom line is that this was an unfortunate situation due to no fault of either Ms [redacted] nor BootsnAllMs [redacted] asked us to book the new return flight for her, which we did, at a specially contracted fare level which offered her lower pricing than purchasing directly through the airlineWe tried to obtain a refund for her unused tickets but were not able to do so

Ms. [redacted] booked a trip to South America with BootsnAll on June 3, 2016.
BootsnAll sells multi-stop international airline tickets. We work with our customers to put together a personalized trip for them that meets their needs. Their trip often includes many different airlines.
Since our...

bookings are more complicated than regular airline bookings (from a processing standpoint) some airlines do encounter difficulties finding our reservations. We know it must be very disconcerting to hear that a reservation has been canceled, but in the case of Ms. [redacted], airline records show that her tickets were not canceled by BootsnAll at any time. We did sincerely apologize to her for the inconveniences she encountered communicating with Lan and checking in for her flight, and have taken steps with the airline to ensure similar issues don’t occur for future travelers.
While we do our best to notify passengers of any airline schedule changes, sometimes we are not able to do so because the changes are made at the last minute or the airline does not notify us in time. Because it does happen occasionally, we try to prepare our travelers for the possibility by mentioning it in our Terms and Conditions as follows,
"Airlines routinely make changes to flight schedules. BootsnAll will do its best to keep you notified, but BootsnAll is not responsible for insuring your flight from changes or keeping you updated. We recommend you confirm your flight a few days before you fly and consider buying travel insurance"
Unfortunately, when Ms. [redacted]’s Aerolineas Argentinas flight from El Calafate was delayed, it caused her to miss her connecting flight in Buenos Aires. Her Buenos Aires - Miami flight was with a different airline (Lan), and the ticket was non-refundable and non-changeable. As such, Lan would not allow us to rebook her original flight missed due to the delay from Aerolineas Argentinas. The only solution for Ms. [redacted] to fly home was for her to buy a new ticket. Again, this is an unfortunate reality for which we try to prepare our travelers in our term and conditions:
"Most airline tickets are non-refundable, non-changeable, non-cancelable and non-transferable."
We understand that it was frustrating for Ms [redacted] to look at flights for herself and that she had to pay for the new flight, however, BootsnAll did book the new ticket for her at her request. The fare we offered her for this flight was considerably lower than other options available due to our negotiated contract rates with the airline. Although the cost of the new ticket was the airline's charge, not ours, we completely understand that unexpected expense can be a hardship, which is why we suggest that our travelers consider travel insurance.
After helping Ms. [redacted] secure her plans to travel home, BootsnAll contacted our account manager at the airline in question, LAN, on behalf of Ms [redacted] to try to get them to make an exception and refund her original non-refundable tickets she was unable to use due to the schedule change. Unfortunately, they replied back they could not authorize a refund.
The bottom line is that this was an unfortunate situation due to no fault of either Ms [redacted] nor BootsnAll. Ms [redacted] asked us to book the new return flight for her, which we did, at a specially contracted fare level which offered her lower pricing than purchasing directly through the airline. We tried to obtain a refund for her unused tickets but were not able to do so.