Bowman Contracting CO

From: [redacted]
Sent: Saturday, February 25, 2017 7:53 PM
To: info [redacted]
Subject: Re: You have a New Message from Revdex.com Serving San Francisco Bay Area and Northern Coastal California, Complaint [redacted]
 
Dear Revdex.com,
 
Just a...

note to let you know that I did indeed receive a full refund from Justfly.  It wasn't easy, and I'm sure filing a complaint with you folks helped.  Thanks much!
 
Sincerely,
 
David [redacted]

Complaint: [redacted]I am...

rejecting this response because: there was no resolution. They said someone was reviewing the case and would get back to me.
I have additional information I wanted to supply. After I filed my complaint I spoke with United Airlines, the carrier I was supposed to be flying on. They told me that what JustFly.com did to me is NOT their policy. 
Becky at United told me 1. Never heard of the site JustFly.com 2. She could re-open my ticket
 
However, JustFly.com told me they could not do anything because they already issued me a credit - please note I contacted them within 24 hours
 
Becky from United said the ticket was not even issued by United. She said it was a bulk ticket. Becky said she has Downtown Travel at phone number [redacted] listed as the agent. United Airlines told me they believed I was being taken advantage of and that I should file a formal complaint with the Revdex.com against JustFly.com. I repeat, United Airlines advised me to file a complaint with the Revdex.com.
If UNITED is saying this is not in-line with their policies and that I should file a complaint with you, the Revdex.com...that should say something. 
I have already forfeited my ticket and made clear to the company I cannot travel the same route. Their story changed every time I called and spoke to someone new .They offered NO cancellation option and their "credit" made no mention of having to fly the same route. As a matter of fact, it said "you can book with partners". There was also zero reference on their screen that we have to call to cancel. 
 
I stand firm in wanting my $150 back. I already lost the airfaire and flight. 
Sincerely,Katherine [redacted]

Good day,
Thanks for sharing the details of your recent booking experience with us.
As already discussed with our Customer Care Representative, we have verified with the airline and the tickets were tagged as No-Show. For this reason, the airline fare rules apply and there is...

nothing we can offer in terms of compensation. 
We have attempted with the airline to no avail.
There is no further action we can provide from our part, therefore we consider this file closed.
Should you have any additional questions, please do not hesitate to contact our Support Center.Regards,
Customer Care Team

Complaint: [redacted]I am rejecting this response because:
The statement provided by the company is incorrect. They stated:
These suggested dates are usually highlighted for easy viewing.
The 'highlighting' you speak of is an update made to the website after I filed this complaint. With that being said, it is still not enough to 'highlight' something in a very subtle color to differentiate between what the actual search was seeking. There should be LARGE font advising 'ALTERNATE DATES ARE LESS EXPENSIVE' or an option on the initial input page to allow the user to choose alternate dates to show up in their search results. There is ALOT of info provided to the consumer both on the results page AND on the verification page. If the fact that alternate dates were being provided is not clearly made known to the user, they have no reason to expect that what they are viewing is different than what they were actually seeking.
I am not asking for a refund that ultimately comes out of the airline's pocketbook. A  refund from Justfly.com will not break any contract with the airline, as no interaction with the airline is needed to own up to your marketing mistake and issue a check that comes out of YOUR pocketbook, (not the airline's pocketbook.) I will not be in the country on the date of the flight that was actually booked, and would have not ever booked the ticket, if I had understood when it was for.
I expect a full refund from Justfly.com even if they are the ones that swallow the cost.
Sincerely,
[redacted]
[redacted]

Complaint: [redacted]I am rejecting this response because:
While I appreciate the $75 refund "gesture of goodwill," this booking agent has caused nothing but issues for my entire vacation. The airline, while at the airport, stated that I should demand a refund in full. They did not create the error, yet JustFly.com is interested in blaming it on them. They do not have representatives that speaks English as their first language, thus the communication barrier is insane, cumbersome, and time consuming.
 
I spent over a combined 15+ hours on the telephone with this company due to this flight. Please check your call logs, how many times I called, and the duration of those phone calls starting in December of 2016. You will see this is not a false statement. I would be happy to provide you with my telephone call logs that also support this statement, if necessary. After my entire experience (which was not complete until after filing the Revdex.com complaint - I did not take the flight until several days later) I am requesting a refund in full. My hourly rate at the company I work for is $25.83/hr. If I would have spent the 20 hours working instead of on the phone with this company, that would have generated $387.45 in income, instead I wasted it NOT resolving any issue with your company because the airline took care of it when I arrived at the airport.
 
-[redacted]
 
Your ability to continue to operate as a company while lacking the ability to provide any form of customer service to your customers is outlandish. Your inability to take responsibility for these issues is even more absurd.Sincerely,[redacted] ([redacted])

Good day!
Thanks for sharing the details of your recent booking experience with us. We will take that feedback for coaching purposes.
As discussed with out Customer Care Representative, we have processed the full refund of your ticket. This should appear on your account within 6-8...

weeks.
At this time we consider this file resolved.Should you require any additional information, please do not hesitate to contact our Support Center.Kind regards,Customer Care Team

Good day,
Thank you for your message.
As discussed with our Customer Care Representative, we have investigated your file and complaint. Even if there was a modification on 1 single letter, the procedure remains the same and the Airline was already closed as it was a Sunday. This is not something...

in out control. There is more than one Airline involved in this booking therefore this is the reason it was not allowed. 
The recommendation was to cancel the reservation and book a new one with the help our agent. 
There is nothing further we can offer here, therefore we consider the file closed. 
Best regards,
Customer Care Team

Hello, there is nothing attached. Please add it to the complaint to move forward.
Thank you!
Customer Care Team

Good day,
Thank you for your message. 
One of our Customer Care Representatives is currently reviewing your booking. We will revert back shortly with our findings.
Best regards,
Customer Care Team

Good day,
Thank you for your message.
As discussed with one of our Customer Care Representative, we have investigated your compliant and booking. As you have heard as well from the call recording, there was a mistake made on your part when requesting the dates of travel. You have confirmed that...

this was your error. 
The only compensation we can provide is the amount of the unused taxes as previously mentioned which has been processed.
There is no further action we can provide, therefore we consider the file closed.
Best regards,
Customer Care Team

Good day,
Thank you for your message. 
As discussed with our Customer Care Representative, we have reviewed your file. There was a modification fee that was charged and refunded back in February.  I have sent a copy of your invoice to the email address provided for your...

review. 
There is no further action provided, therefore we consider the file resolved. 
Best regards,
Customer Care Team

Good day!
Thanks for sharing the details of your recent booking experience with us.
As mentioned by our customer care representative, we are able to waive the modification fees as a gesture of good. Unfortunately, we have tried on your behalf wit the airline but according to their fare rules, the...

ticket was non-refundable and no refund will be offered.
There is no action required on our part, so we consider this file resolved on our end.Should you have any additional questions, please do not hesitate to contact our Support Center.Regards,Customer Care Team

Good day,
Thank you for your message. 
As previously stated, our Customer Care Representative had sent an email with the future travel credit that is applied to your booking.  We have just forwarded the email to you for easier access. 
Please do respond there with any questions or if you wish to use your credits. 
We consider the file closed.
Best regards,
Customer Care Team

Good day,
Thank you for your message. 
As discussed with our Customer Care Representative, we reviewed your booking and have contacted the Insurance company on your behalf. They have refused your claim, it could not be covered based on the date it was purchased relative to the...

storm. 
Our agent has advised you how to request a refund or Future Travel Credit from the airline direct in this matter. 
We do apologize for the inconvenience this storm has caused.
There is nothing further we can offer and consider the file closed. 
Best regards,
Customer Care Team

Good day,
Thanks for sharing the details of your recent booking experience with us.
As discussed with our Customer Care Representative, we are currently investigating the issue and require call recordings to validate the refund information you were given. An update will be provided as soon as...

possible.
Best regards,
Customer Care Team

Good day,
Thank you for your message. 
Our customer care representative is still reviewing your file. As she has mentioned, the details were stated correctly by our phone agents for the possibilities of your ticket. There is no option to cancel only one portion of the ticket and the tickets...

were non-refundable. 
That being said,  our supervisor will look it over once more and see if there are any exception we can provide from the airline to help in resolving this matter. 
We will revert back soon.
Best regards,
Customer Care Team

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, Tracy [redacted]

Good day,
We have received a copy of the complaint you lodged pertaining to your recent booking.
Unfortunately we are unable to locate your booking with us. May we please request some more information from you so that we can investigate your complaint further? May we have a booking #, another...

phone number or email that may have been used at the time of booking please.
We look forward to hearing from you soon.
Best regards,
Customer Care Team

Good day,
Thank you for your message. We use your feedback for coaching purposes. 
As discussed with our customer care representative, we have reviewed your file and complaint and we have offered a travel credit until March 17, 2017. There are several calls to our agents requesting different...

information but if you would like to search for dates of travel,
please contact us to see what the options are.
There are no further action we can provide as we have done our part in resolving the issue. We consider the file closed.
Best regards,
Customer Care Team

Good day,
Thanks for sharing the details of your recent booking experience with us.
We were able to take action on your file, and process the refund as you requested. One of our Customer care Representatives called and left a message for you to notify you that the refund was processed and should...

appear on your account.At this time we consider this file resolved.Should you require any additional information, please do not hesitate to contact our Support Center.Kind regards,
Customer Care Team