CheapTickets.com

April 11, Revdex.com CheapTickets.com Complaint Department Re: *** Case #: O-*** Dear Revdex.com, Thank you for taking the time to contact ***, Incregarding an issue from our customer. We appreciate the Revdex.com allowing us to
address the comments and concerns which have been brought to our attention. ***, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you ***, Incis responding to the consumer complaint from Susan *** (Revdex.com case number ***) regarding a refund request Our records indicate that on February 20, 2018, you accessed CheapTickets.com and self-booked itinerary #*** for a CheapTickets Bargain Fare flight from Myrtle Beach, SC to Tampa, FL. We understand you contacted CheapTickets customer service, requesting cancellation and a refund for the flights, as you had intended to choose Fort Meyers, FL as your destinationEach agents you spoke with explained that due to the terms of your booking we could not accommodate your request Bargain Fare flights are specially-discounted fares negotiated directly with the airlinesAirlines make these low fares available conditioned on the fact that they are non-changeable, non-cancellable, and non-refundableThe rules and regulations associated with your Bargain Fare tickets were fully disclosed and displayed to you during the checkout path on our website advising: •CheapTickets Bargain Fare flights are negotiated directly with a name-brand airline to offer savings exclusively to CheapTickets customersOnce you complete your purchase the airline and exact flight details will be revealed in your itinerary•Tickets are nonrefundable, nontransferable and cannot be canceled or changed•Flights do not qualify for upgrades and are ineligible for frequent flyer miles CheapTickets serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAs an intermediary, CheapTickets is not subject to the Department of Transportation’s 24-hour refund rule*** Airlines was the operating carrier on this itinerary and we hope you understand we must adhere to the policies dictated by the airline CheapTicket customer service was also able to review your booking path records and they show that the search criteria you entered was Fort Meyers, FL to Tampa, FL, ensuring that this was not a site error Based on the above, we cannot offer any other options or compensation related to your booking We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne *** Tier Corporate Customer Service

Dear Kenda,
face="Calibri">The Revdex.com has shared your recent correspondence pertaining to the cancellation of your tickets to the *** *** *** eventI appreciate the opportunity to review your account and respond to your concerns Please know that your concerns are currently under review. Once we have completed a thorough review of your concerns, we will promptly update you Thank you for your continued patience Sincerely,
Charlotte ***
CheapTickets Customer Relations
Tell us why here

Initial Business Response /* (1000, 5, 2014/06/04) */
Dear Ms***,
The Revdex.com has shared your recent correspondence pertaining to the refund of a current hotel reservationI appreciate the opportunity to review your account and respond to your concerns
From your
complaint, you reserved a hotel, Hotel Midwestern, on June 1, for an arrival on the same dateAfter the booking was made, you needed to cancel the hotel, contacting customer service believing this to be a seamless processUpon speaking to customer service, believing the issue would be resolvedThe matter became worseFurthermore; your perception of CheapTickets has become discontented due to the service you have received
Ms***, I do understand your concern as you did book the hotel based on the property explanation and costs that you viewed on the website, only to be convinced that you were led by descriptions
Hotel properties or representative companies provide their own content information; this includes how the property is presented along with prices and feesThe Market Manager for CheapTickets works in conjunction with the local hotel to determine the best way to display the text and verbiage used on the website
Ultimately, it is the hotels' decision in reference to the presentation
In your case, the property's cancellation policy was non-refundable; according to the documentation, there was a conference call from the hotel staff via your phone to the contact center for the verification of the refund, however, the contact center desired additional clarification
CheapTickets processed the refund in the amount of $on June 1, to the card ending in ***
CheapTickets does advise customers a 3-days' timeframe for the credit to appear on the statementThis is considered an average timeframe; some banks or financial institutions take short or longer times
If you do not see the credit by June 6, 2014, please contact me, and I will investigate the matter further
Please be assured that CheapTickets has no intention to mislead our customers, and I regret that you have had this perception
I thank you for bring this matter to our attentionFeedback such as yours is critical to our operational side of our business
Ms***, thank you for allowing me to review the situation with youWe appreciate your business, and we hope you will provide us with a future opportunity to restore your confidence in our products and services
Sincerely,
***
CheapTickets Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2014/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept it because that it all I initially wanted was a refundRepresentatives should state the time length it takes for a card to be refundedMost importantly YOUR website had the hotel marked as FREE CANCELLATION and that should be updated if it is incorrect...that is MISLEADING!

Cheaptickets.com is horrible! I booked a flight to go to my grandmothers funeral using their "blind" ticket optionIt is supposed to give you the lowest cost tickets but you do not know the airline or time of the flight until after it is paid forAs soon as I received the conformation and looked at the arrival time, 10:PM, I called them to see if there was any way to change itI did not want to cancel the tickets, and would have paid slightly more for an earlier flight, but they were not helpful or sympathetic at allIn all fairness to the site it did say that all tickets purchases were final, but given the circumstances I had expected at least a little human decency and compassionI will never use their services again

Complaint: ***
I am rejecting this response because:
I demand that the insurance policy remain fully in effect, unless and until the Cardholder authorizes its cancellationI also demand that the credit charge be immediately refunded as the Cardholder did not authorize this charge transaction to be made.
CheapTickets.com is clearly making a desperate grab for revenue they have not earnedAKA, TheftBuyer Beware...I wonder how many more of their clients have had money stolen from them and if an enterprising attorney would like to know about it.
Sincerely,
*** ***

Horrible service! Booked a hotel reservation which was never provided to the hotelArrived at the hotel at 11pm to be told there's no existing reservation and the hotel is sold out along with nearly every other hotel in the surrounding areaCalled Cheaptickets and was passed to no less than individuals over a 3-hour periodNothing was accomplished over that time as the hotel had no rooms and Cheaptickets was trying to email the hotel the booking to "claim" it has now been provided to the hotel and they are waiving their fees to the hotelHotel reaffirmed they were sold out and nothing could be doneCheaptickets, after 3-hours and now 2am, puts us through to their relocation service who could not immediately find a hotelThe relocation service, while I was on hold, huthe phoneDespite having provided a call-back number on three occasions I was never called backI took the initiative to call them back and worked through another round of associates and string of 10+ minute holdsUltimately back on the phone with relocation services and was quickly huon, againAt 2:30am my wife and I, desperate to find a place to sleep, booked a hotel 25-miles away on our own, incurred an additional $cab ride and a hotel that was more than double the price of what we had booked
On the phone again with Adam (a supervisor) at Cheaptickets the next morning to rectify the issue and one hour into another call they offer to 'possibly' reverse the charge for the hotel reservation that is non-existentAdam also refused to provide a last name or initial of his last name for identification purposes claiming he is not allowed to provide that information, despite other who have preceded him doing soI am now out my original $1,300+ initial reservation, $500+ for a single night stay at an alternative hotel and $70+ in cab ridesNot to mention the 5+ hours I've collectively spent on my vacation on the phone with CheapticketsThe experience has been appalling and is a disgusting representation of a booking agencyI intend to take this matter to the next levels available to us to seek punitive damaged incurred by their incompetence

Dear Margaret,
The
Revdex.com has shared your recent correspondence with Orbitz so
that we may assist you furtherIt is my understanding
that you are upset because when you arrived at Payless Rental Car; they did not
have the reservation you booked via CheapTickets
availableI appreciate the
opportunity to review and respond to youOn behalf of CheapTickets, I
apologize for the disappointing experience and the frustration this caused you.After reviewing
your car rental reservation, I do not see any reason why they would not have
had your car availableWhen we sent your reservation to Payless’s system, they
returned to us confirmation number 00144781US0, so they certainly had
your booking in their reservation system.It seems
that they did not properly manage their inventory, and sold out of cars before
you arrivedWhile we are not placing blame, we are fully holding the rental
agency responsible for this errorThis has been escalated, so this does not
happen in the futurePlease
know when a car rental is made on our website; the reservation is not prepaid,
and the price quoted is for the base rate of the car plus the taxes and fees
This is an estimated total
On your
behalf, I have contacted Payless, and they have advised if you see a charge
from them that you disagree with; you can call them directly to disputeTheir
phone number is 1-800-729-
Margaret,
I do see you are a loyalty member with a current balance of $In the
appreciation for your continued business and support, I have placed $in
CheapCash into your accountOur Loyalty program is meant to emphasize our
commitment to you, and we remain hopeful you will continue using Orbitz for
your travel planning needsThe
CheapCash is available for you to use immediately toward a prepaid qualifying hotel
bookingMargaret,
thank you for allowing me to review this with youWe appreciate your business,
and we hope to have an opportunity to serve you in the futureSincerely,
Jeanna
***CheapTickets
Customer RelationsChicago,
IL

Complaint:
I am rejecting this response because: I would like to request if the airline ticket could be use by another family member instead of Mr***? I understand the Delta airline ticket may not be refunded, however, I'm willing to accept the non-refundable policy, but with the exception of a name of change on the airline ticketUnfortunately, MrDavidson *** won't be able to provide a Physician's letter at this time. Thank you for response to my compliantI would truly appreciate any help you can in resolving this issue
Sincerely,
Minerva ***

Dear Ms***, Thank you for contacting CheapTickets regarding a Best Price
Guarantee claim on CheapTickets confirmation number ***. It is my understanding that your Best Price Guarantee claim was declined. On behalf of CheapTickets, we apologize for any confusion, and appreciate the opportunity to address your concernsAs with any Marketing program, there are terms and conditions, one must meet to receive the rewardWe state in our terms and conditions, in the unlikely event that you find a lower rate on a standalone flight on CheapTickets.com or on another U.S.-based website within hours of booking with CheapTickets.com, we will credit or refund to you the difference in pricePlease know that I have reviewed your claim you made on January 20, 2016, associated with your flights that were purchased on December 10, for travel on May 17, 2016, and you did not qualify under the terms of the Best Price Guarantee. The terms to Best Price Guarantee require that claim must be submitted within 24hours of booking. Ms***, as the claim for the fare needs to be submitted within 24hours from booking; this disqualified you from the Best Price Guarantee ProgramUnfortunately, as the terms and conditions of the program were not met; however, as a gesture of goodwill, I have placed loyalty points in your account. These are available for you to use immediately toward a prepaid qualifying hotel bookingCheapTickets values your business, and we hope to have an opportunity to serve you in the future with your travel planning needsSincerely, Luisa *** CheapTickets Customer Relations Chicago, IL

Complaint: ***
I am rejecting this response because: I honestly just want a refundI was not happy with the customer service I received and it sounds like I’m being bullied into accepting what you guys want me to accept I want a refund ASAP
Sincerely,
Guyana ***

Initial Business Response /* (1000, 5, 2015/07/23) */
Dear Mr***
The Revdex.com has shared your recent correspondence pertaining to hotel reservation at the AlbusIt is my understanding you feel the property was not accurately represented for its amenitiesI
appreciate this opportunity to respond to your concerns
It is my understanding that the hotel that you booked does not include air conditioningFurthermore, your correspondence included a request to refund your nonrefundable hotel and ask CheapTickets to honor hotel rates from this past April due to the inconvenienceHotel properties or their representative companies provide their own content information on the CheapTickets website, which includes the star rating, location, amenities, and property descriptionCheapTickets relies solely on each hotel to provide us with accurate descriptions of their properties
Please know that we have verified via our website logs and found that you had confirmed the Albus and agreed to the nonrefundable cancel policyOn your behalf, a CheapTickets customer service agent contacted the Albus to request a refund on your behalfHowever, your request was denied because the booking is nonrefundableCheapTickets has been charged in full for the booking
Mr*** I have reached out the property again on your behalf to seek a refund your booking, because air-conditioning was not provided nor displayed on the websiteThe Albus has agreed to offer a full refund for your bookingIf you agree, we would cancel and process the refund on this booking, and a new reservation would need to be confirmed at the available ratePlease let me know if you would like for me to refund your booking, or if you would like to keep your room as reserved
Please let me know if you would still like for me to pursue the refund or if you will keep the room as reservedI look forward to hearing from you
Sincerely,
***
CheapTickets Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its days before my vacation, finding a hotel for me and my best friend (who also booked through cheaptickets via my instructions) at this point is unrealisticThe hotel I wanted is completely booked and the other has went up in price $70, so this is not a satisfactory resolutionI am at the mercy of the weather and have no other choice at this point, but to move forward with the reservations minus air conditioning!
I agreed to a nonrefund booking because I trusted cheaptickets,but since the hotel didn't have a/c that was not specified on the website, I shouldn't have had to call days back to back, to get in touch with the hotel, only to get a contractual clause of a "non-refundable booking"The lack of air conditioning was grounds for a breach of contract, since it was beyond my control that cheaptickets didn't gather enough information to secure an informative decision on my part to book accurately
I have no idea how this will play out, but I have to be optimistic at this pointI've reached out to the hotel via email to make sure I'm in a cool area of the hotel w/ a floor fan, since cheaptickets isn't thorough enough to do soThis has been a huge disappointment in cheaptickets services, since the information they provide may not be complete and the patron will be held liable to their lack of being thorough in their descriptionsI think thats a huge injustice and horrible business practicesThe only real attempt by cheaptickets to show their empathy was by sending a %coupon for my next booking! ARE YOU SERIOUS??
Final Business Response /* (4000, 9, 2015/07/24) */
Dear Mr***
Thank you for your follresponse, and I appreciate the opportunity to address your continued concerns
Please know that we have reviewed your account and found that you made your booking on April 5, and on July 16, you contacted CheapTickets Customer Service to cancel your nonrefundable hotel booking after you found out that property did not offer air conditioningWe did contact the property on more than one occasion on your behalf to request a refund, but our request was denied because the booking was nonrefundableAlbus did offer to accommodate you in room in a quieter part of the hotel where you could open a windowFurthermore, I contacted the Albus on July 22, and the Albus, offered a full refund to your booking; however, you declined it because the hotel rates are higher now if you were to rebook a new hotel
Please know that we have reviewed the information being displayed on our website, and it does match what is being advised by the property directlyFurthermore, please let me know if you would like for me to refund your booking, or if you would like to keep your room as reserved
Mr*** certainly regret your disappointment in our services, but we were making every effort to assist with your requestThank you again for the opportunity to address your concernsWe do appreciate your business, and hope we have a future opportunity to serve you
Sincerely,
***
CheapTickets Customer Relations
Chicago, IL

Complaint: ***
I am rejecting this response because: in in the first message cheapocmets said that I called them to cancel due to circumstances and they advised me of refund policy now they saying they have no record of me cancellingI will reach out to the business as directed and will never do business with cheap tickets againThis business is not even trying to reach to a mutual agreement or even try at this point.
Sincerely,
*** ***

I would never recommend this company to anyone anymoreThey overcharge, don't listen to any requests because they follow a script and don't try to accommodate based on their own mistakesThey're dismissive and lack compassion for the customer even when they make the mistakes themselves and don't follow through with their promises to make up for the mistakes i.ePoints towards the next booking or reduction in rateThey do nothing for the customerYour better off going directly through the airlineI was able to book everything correctly with no aggravation for $less pp

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Thank you for looking into this issue as I had difficulty with the phone representatives in resolving this matter
Sincerely,
*** ***

June 20, Revdex.com Chicago, Illinois Complaint Department Re: CheapTickets.com Case #: O-*** Dear Revdex.com, Thank you for taking the time to contact CheapTickets.com regarding an issue from our customer. We
appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. CheapTickets.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you CheapTickets.com is responding to the consumer complaint from James *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr*** is requesting a flight credit or a refundOn June 14, 2017, we received receipt of the Revdex.com complaint Our records reflect on June 4, 2017, the customer self-booked a one-way flight reservationTravel was on *** Airlines, departing June 13, 2017, from Sacramento, California to Anchorage, ***, via itinerary number ***The customer is stating that he encountered an error while booking the reservationThe customer is stating that he selected Houston, Texas for the departing location; however it was changed to Sacramento, California Upon further researching this matter, we can confirm on June 13, 2017, the customer contacted CheapTickets.com advising that he booked the outbound flight for Houston, Texas and not for Sacramento, CaliforniaThe customer requested to change the routing; however declined to pay any additional fees CheapTickets.com was able to the customer’s booking session that was made on June 4, The findings show that the customer selected Sacramento, California as the departing location and completed the bookingThe emailed confirmation that was sent did provide this information as well In reviewing the account, the outbound flight is open and the return flight was usedBased on the airline policy the ticket is nonrefundable and the outbound ticket has no value left CheapTickets.com serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers*** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryWe must adhere to the airline’s policies Furthermore, when finalizing the reservation on CheapTickets, you agreed to CheapTickets’ Term of UseThe CheapTickets Terms of Use explicitly state as follows: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of CheapTicketsCheapTickets is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromCheapTickets has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authorityIn no event shall CheapTickets and/or its Suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of the Services or with the delay or inability to access, display or use the Services (including, but not limited to, your reliance upon opinions appearing in these Services; any computer viruses, information, software, linked sites, products and services obtaining through the Services; or otherwise arising out of the access to, display of or use of the Services) whether based on a theory of negligence, contract, tort, strict liability, consumer protection statutes, or otherwise, and even if CheapTickets and/or its Suppliers have been advised of the possibility of such damages If the customer would like a copy of the booking session, the customer would need to submit a court order subpoena Based on the above, CheapTickets.com is unable to honor the flight credit and the refund request We thank you for allowing us the opportunity to address the issues that were brought to our attention. Sincerely, Delia *** Corporate Customer Service

Dear ***, The Revdex.com has shared with us your correspondence regarding your recent experience with CheapTicketsIt is my understanding you are upset due to being advised the rate quoted for your stay at the Aulani - Disney Vacation Club Villas was incorrect and that you
will have to pay a higher rate to keep your reservationI appreciate the opportunity to review your account and respond to you On behalf of CheapTickets, I would like to apologize for your disappointing experience Please know your reservation is confirmed at the Aulani - Disney Vacation Club Villas and you will not be responsible for any increase in the room rateYou are only responsible for the amount you were originally quoted, $USD, and CheapTickets will be covering any additional amount collected by the hotel ***, we appreciate your business and hope you will continue to use CheapTickets in the future for your travel needs Sincerely, Shalon *** CheapTickets Customer Relations Chicago, IL

On November 19th, 2015, I booked a flight from Chicago to Hartford (BDL) with cheap ticketscom, minutes later I had to cancel after a very unpleasant and horrible experience with their customer service, and due to the fact the website smy name was on the ticket and not my husband, cheaptickets refused to fix the issue so I cancelled and booked with a better company! I WAS TOLD ON THE PHONE MY MONEY WILL BE BACK 4-DAYSDAYS LATER IT STILL WAS NOT REFUNDED! DAYS......I CALLED CUSTOMER SERVICE AND OF COURSE I GOT SOMEONE BARELY SPEAKING ENGLISH THAT WAS RUDE AND IGNORANT TO ME, FRUSTRATED AND EXHAUSTED I WILL NEVER BOOK WITH THEM AGAIN, NOR WILL ANY MEMBER OF MY FAMILYI HATE THIS

I went on line to order sport tickets from cheap tickets .comI was sent an email saying there was a processing problem so I told them not to charge my credit card so now I find my card credited for the ticketsI never received an email telling me they were available until I contacted them todayI don't feel it right that I have to pay this cheating company

Dear ***, The Revdex.com has shared with us your correspondence regarding your recent experience with CheapTicketsIt is my understanding you are upset due to being advised the rate quoted for your stay at the *** - *** Vacation Club Villas was incorrect
and that you will have to pay a higher rate to keep your reservationI appreciate the opportunity to review your account and respond to you On behalf of CheapTickets, I would like to apologize for your disappointing experience Please know your reservation is confirmed at the *** - *** Vacation Club Villas and you will not be responsible for any increase in the room rateYou are only responsible for the amount you were originally quoted, $USD, and CheapTickets will be covering any additional amount collected by the hotel Chang, we appreciate your business and hope you will continue to use CheapTickets in the future for your travel needs Sincerely, *** *** CheapTickets Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2015/03/03) */
Dear***
The Revdex.com has shared your recent correspondence with CheapTickets so that we may assist you furtherI understand your package reservation was canceled without your permissionI appreciate the
opportunity to review your account and respond to your concernsOn behalf of CheapTickets, I apologize for the disappointing experience and the frustration this caused you
After researching your account, I show the reservation that was booked for travel on March 12, When the reservation was made, we sent your request to the airline for confirmation of the spaceThe airline usually confirms the space to CheapTickets in a matter of secondsIn this case, Delta Airlines electronically indicated they had no availability for the fare/class of service quoted during the booking processCheapTickets was unable to process the ticket because we did not receive confirmation from the airlines of the requested space
Since no tickets were issued, the charge you saw on your credit card was a soft charge or a temporary authorization, which automatically drops off within to business daysYou may want to verify with your credit card company or your financial institution to see if they have removed the authorizationI also the hotel portion of the package was refunded in the amount of $
Allianz, also refunded the $63, they charged you for the car insuranceThis was processed on February 27,
Nevertheless, this does not excuse the inconvenience this caused youAs a gesture of our sincerity, CheapTickets has issued you a $USD future travel voucher to use on your next CheapTickets.com flight, hotel or vacation package bookingOur voucher is meant to emphasize our commitment to you as our customer, and we remain hopeful you will continue using CheapTickets for your travel planning needs
Here are the instructions for the future travel voucher:
When you make your next booking on CheapTickets.com, please forward a copy of the CheapTickets Travel Document e-mail to us at [email protected] reference case number *** and my letter offering the $future travel voucher in your requestCheapTickets will then issue a credit to the card used for the new bookingThis offer is valid for one year from the date of this letter, until March 3,
***, thank you for allowing me to review the situation with youCheapTickets appreciates your business, and we hope to have an opportunity to serve you in the future
Sincerely,
***
CheapTickets Customer Relations
Chicago, IL