CheapTickets.com

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
Sincerely,
Fady ***

June 13, 2017 Revdex.comCheap Tickets.com Complaint Department Re: Cheap TicketsCase #: *** Dear Revdex.com, Thank you for taking the time to contact CheapTickets.comregarding 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.comis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. CheapTickets.comis responding to the consumer complaint from Elyse *** (Revdex.com case number *** regarding a flight refund request. Our records reflect the customer accessed Cheap Tickets.com and self-booked three flights. The customer is stating she chose an incorrect date and wished to make a change within hours of booking. Cheap Tickets.com was experiencing system issues and was not able to access the itinerary to make changes. The customer did not include the itinerary(s) in question and we are having difficulty locating them. We would ask that MsKing please respond with any itinerary number(s) and also provide proof of any additional charges she had to pay to make the changes directly with the airline. Once we receive this information, we will be happy to further research her issues and determine whether a refund is due for this matter 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

Initial Business Response /* (1000, 5, 2014/08/27) */
Dear Mr***
The Revdex.com has shared your recent correspondence with CheapTickets so that we may assist you furtherIt is my understanding that you booked a flight for your grandmother, but were not aware that she
would need a Transit Visa for her return flightOn behalf of CheapTickets, I apologize for this disappointing experience and the inconvenience it caused for youI appreciate the opportunity to review this matter and assist you with your concerns
CheapTickets does our best to support our customers and provide as much information as possible for their tripThere are many ways to share information with our customers about their journey and required entry documentsAlthough we will always try to improve the quality of information offered, we cannot and do not cover every situation
As a self-booking travel agency, many facets of an international itinerary, including the determination of the proper documents required for travel are left to the customerAlthough we are not able to advise on all specifics of an international itinerary, we try to provide as much guidance to our members on what is needed to travelUltimately, it is the traveler's responsibility to confirm that all proper entry requirements for every leg of their trip, including transit cities, are met prior to their departure
I understand that you state that you specifically asked about her passport and travel status for the return flight, and I apologize if you feel we did not adequately advise you of all the information
Therefore, as a gesture of our sincerity, we are willing to compensate for half of the additional costs incurredI have now processed a refund of $back to the original form of payment, an American Express card ending in You should see it post to the account within 3-business days
Mr.*** thank you for bringing this to our attentionWe truly value your business and hope to have a future opportunity to restore your confidence in our products and services
Sincerely,
***
CheapTickets Customer Relations
Chicago, IL

Complaint: ***
I am rejecting this response because:when I called cheaptickets their rep told me that I cancel the ticket which is not trueI don't know what happen but this created a really nadty issue my wife had to wait in the airport until next day due to no flights availableThis company does not understand what issues creates something like this in a family and the stress that my wife went through obviously I will never book again with this company and my family neitherAll I can say
Sincerely,
*** ***

Dear Mr***,
The Revdex.com has shared your recent correspondence pertaining to your nonrefundable ticketI appreciate this opportunity to respond to your concerns
It is my understanding your travel plans have changed due to a death in the family
Furthermore, your correspondence included a request to refund your nonrefundable ticket
With a goal of being fair with all customers, airlines have developed uniform guidelines in applying their tariffs and fare restrictions, and there are generally no exceptions granted to these guidelinesAs a travel agency, CheapTickets is required to apply the applicable airline fare rules when performing a ticket exchangeAs a distributor of tickets for the airline, we do not have authorization to waive change fees or issue refunds for non-refundable ticketsPlease understand if we do not follow the airline rules and restriction, CheapTickets would be fined by the airline
On your behalf, I called Liat Airlines today to follow up on your refund request, and was advised again by a Liat agent that they will not allow a refundFurthermore, changes to your ticket need to be made before your departure, otherwise you will lose the value of the ticket
Mr***, we do empathize with your situation, and your request has received every consideration; however, airlines do not always allow refunds to be processed, even when there is death in the familyCheapTickets is not in a position to grant your refund requestWe do understand and empathize that there was a death in the family, but as a travel agency, CheapTickets does not hold the funds for the ticket reserved, and are required to follow all airline rules and restrictions
We regret our response cannot be more favorableWe do value your business, and hope to have a future opportunity to serve you with your travel planning needs
Sincerely,
*** ***
CheapTickets Customer Relations
Chicago, IL

Complaint: ***
I am rejecting this response because: I did try to contact cheap tickets three times within the timeframe, but no one answered! In fact I even tried to contact *** airlines, but also no one answered. What is wrong with your company? What is going on now a days with customer services? Cheap tickets and *** airlines are just playing games with me. You know that you are lying
Sincerely,
Ana ***

Dear Elizabeth,The Revdex.com has shared your correspondence with CheapTickets
so that we may assist you furtherIt is
my understanding that you booked a reservation and later found the same
reservation had decreased in priceYou filed a Best Price Guarantee Claim,
but
it was deniedI appreciate the opportunity to review and respond to youOn
behalf of CheapTickets, I apologize for the disappointing experience and the frustration
this caused you.Please know that prices on airline
reservations can change rapidly due to availability, and as airlines adjust
their flight loads. Once a ticket has been confirmed, your fare will
remain the same whether the fare increases or decreases. If the fare
decreases, they do not allow refunds to be processed for the difference. We do understand the disappointment
it can cause when a fare is being offered at a lower rate, but as a travel
agency, CheapTickets does not hold the funds for airline reservationsWe are
required to follow all airline's rules and restrictions, and are unable to
process refunds when airlines change the flight pricing. Regarding the Best Price Guarantee Claim: After
reviewing the reservation, I do show the credit card used had a Cayman Islands
billing addressIn our terms and conditions; we do advise the following:
CheapTickets reserves the right to 1) deny
any claims that cannot be verified, or for which you have provided incomplete
information; 2) request additional documentation to prove that any claim is not
the result of fraud or suspicious behavior or contrary to the intent of the
Best Price Guarantee program; and 3) request documentation to prove that the
credit card used to make the booking has a valid United States billing addressElizabeth,
we value you as a customer, and as a gesture of goodwill, CheapTickets has
issued you a $future travel voucher to use on your next CheapTickets.com
prepaid bookingOur voucher is meant to emphasize our commitment to you, and
we remain hopeful you will continue using CheapTickets for your travel planning
needsHere 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]
Please 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 December 1, 2016.Elizabeth, I hope this better
explains why we are unable to offer a refund for the difference in fare due to
a lower cost ticket being found. We do appreciate your business, and we
to have an opportunity to serve you in the future.Sincerely,Jeanna ***CheapTickets Customer RelationsChicago, IL

Complaint Department Re: CheapTickets.com Case #: *** Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from *** ***. We regret to hear Mr*** did not accept our response and/or resolution offered As previously advised, on June 6, 2017, CheapTickets.com was able to review the customer’s booking session that was made on May 26, If the customer would like a copy of the booking session, CheapTickets.com will require a court order subpoena CheapTickets.com considers this matter as closed and will no longer address this matter any further We thank you for allowing us to address this matter further Sincerely, *** *** Corporate Customer Service

Dear *** The Revdex.com
has shared your recent correspondence with CheapTickets so that we may assist
you furtherIt is my understanding that you are upset with the issues you
experienced with your seat assignmentsI appreciate the opportunity to review
your account, and
respond to your concernsOn behalf of CheapTickets, I
sincerely apologize for the disappointing experience, and the inconvenience
this has causedPlease know when booking a
reservation via the CheapTickets website, all seats are only on requestWe
must receive confirmation from the airlines stating seats are confirmed or
under airport controlWhen we receive confirmation that seats are under
airport control; this means the airline will provide the seat assignments at
the gate prior to the departureThey will do their best to
accommodate all passengers together, but it always best to arrive a little
earlier, because there are more seats that will open up on the day of travel
If you have special needs, it is always best to check with the airline directly
so that they may accommodate these needsAlso, some airlines will have seats
that can be purchasedSeat assignments are ultimately the decision of the
airlineLinda, we value you as a
customer, and as a gesture of goodwill, CheapTickets has issued you a $USD
future travel voucher to use on your next CheapTickets.com prepaid bookingOur
voucher is meant to emphasize our commitment to you, and we remain hopeful you
will continue using CheapTickets for your travel planning needsHere 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 travelvoucher***
Please 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 November 16, 2016.Linda,
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 future with your travel
planning needs.Sincerely, *** ***CheapTickets Customer
Relations Chicago, IL

Complaint: ***
I am rejecting this response because:
Sincerely,
Isabel ***

Complaint: ***
I am rejecting this response because:CheapTickets requested additional information on the case.The information requested was the date and time of the call and person I spoke to who told me I would receive the refund for the cancelled ticket The answer is: The call was placed the evening (PST) of May 20, The customer service agent's name was ***I do have this call recorded as a voice note on my phone if this is of interestIt is a long recording because I was on hold for a long time. *** assured me that I would receive an e-mail confirmation for a voucher in the value of $or $(it's hard to tell from the recording). When I told him that I was looking at my e-mail and hadn't received anything, he assured me that the servers were slow and I would receive a confirmation e-mail shortly, which I never received I followed up with an additional call and e-mail to Customer service the next day when I did not receive the confirmation e-mail.I would like to emphasize that the issue at hand is not whether he made a mistake in offering me the voucherThe issue is that CheapTickets.com sold me a vacation waiver (cancel for any reason at any time before your trip) for $per person, thus implying that this waiver applied to each ticketIt is unacceptable to say after the fact that some tickets don't apply because they are a special type of ticketIn that case, the vacation waiver should be sold as one price for ALL THREE tickets or not offered at allBy selling the vacation waiver individually, one would reasonably assume the waiver applies to each ticket individuallyIf *** *** is not willing to honor the waiver then CheapTickets.com should step in and take responsibility for the product they sold and the promised terms.Thank you,*** ***
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/06/30) */
Dear ***
The Revdex.com has shared your recent correspondence pertaining to the airline imposed schedule change that affected the return portion of your reservationOn behalf of CheapTickets, I apologize for any
inconvenience this has caused, and appreciate the opportunity to review your account and respond to your concerns
We certainly regret that you did not receive your email notification of the schedule change that took place on your reservationI will be happy to review the receipts of the extra charges you incurred if you would attach them to your claim, but we would not be able to offer any compensation due to lost wages
*** we are happy to review the receipts of the funds you are requestingAs soon as these have been received, I will be happy to review this issue further
Sincerely,
***
CheapTickets Customer Relations

Dear *** ***
The Revdex.com has shared your complaint regarding an airline booking
My understanding is that you booked an airline reservation for your boyfriend, but later
that week when you checked the trip confirmation, you noticed that the ticket was in
your nameWhen you
contacted our Customer Service line, you were advised there was
nothing that could be done
On behalf of CheapTickets, I apologize for this inconvenienceWe have reviewed your booking
session from October 16thI am attaching a screen shot of both the name page and the confirmation page which shows your name as the travelerDuring the booking session, you must actually change the traveler's name in the box to the name of the person who is flyingThe trip confirmation page also shows that it was your name as the passengerAfter the booking is made, we email a trip confirmation to you so that you may review the detailsIf anything is incorrect, you are able to call us back, and we will do a courtesy cancel, as long as you contact us within hoursSince you did not contact us within this time frame, we are unable to refund or make name changes to the ticket
*** ***, I wish I could provide a more favorable outcomeThank you for reaching out in this
matter
Sincerely,
*** ***
CheapTickets Customer Relations
(Booking session for Isabella Koenig.docx)

Thought I'd be saving money on service fees using cheaptickets.combut that didn't happenThey charge their service fees at the very end of the purchase in small caps so that they can be easily be ignored after a several step purchasing processI called them the minute I finished the transaction and realized about the extra chargeRepresentative said there was nothing they could do on their endAll in all I ended up with more expensive n worse seats than I woulda gotten paying the fees on other websiteLesson learned I will never use they cheaptickets.com again

Dear Minerva, The Revdex.com has shared with us your
recent
correspondence regarding your recent experience with CheapTicketsIt is my
understanding Mr*** feel ill on the day of his flight and was unable to
travel and you are requesting a refund for the reservationI appreciate the
opportunity to review your account and respond to youOn behalf of CheapTickets, I would like to apologize for
any frustration this has caused youPlease know with a goal of being fair with all customers,
airlines have developed uniform guidelines in applying their tariffs and fare
restrictions, and there are generally no exceptions granted to these
guidelinesAs a travel agency, CheapTickets is required to apply the
applicable airline fare rules when performing a ticket exchangeAs a
distributor of tickets for the airline, we do not have authorization to waive
change fees or issue refunds for non-refundable ticketsMinerva, per the rules placed on the reservation by Delta
Airlines, Mr***’s reservation is non-refundable; however, some airlines
may allow a refund for a non-refundable ticket for extreme medical emergencies
or major accident where the passenger required emergency hospitalization
Unfortunately, airlines will not allow refunds minor medical emergencies such
as flu, fever, cold, broken bones, and etcYou can request a refund for the reservation by going to
https://faq.cheaptickets.com/app/med_refund_form and filling out the required
informationYou must also attach a physician's statement on his/her letterhead
(which shows physician's license ID, address and contacts) noting that the
passenger could not travel on the date of departure due to illness or physical
incapacityPlease understand it is the decision of the airline if the refund is
granted and if denied all fare rules will apply to the reservationWe wish our response could be more favorableWe
appreciate your business and hope you will continue to use CheapTickets in the
future for your travel needsSincerely, Shalon *** CheapTickets Customer Relations Chicago, IL

Revdex.comComplaint Department - CheapTickets Dear Revdex.com, Thank you for taking the time to contact CheapTickets regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our
attentionCheapTickets is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. CheapTickets is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Tier Customer Service

Prices higher than on the airline website - don't know why I paid this to have a poor experienceSaid I could cancel the flight reservation before a certain time the next day, but my car broke down and I could not get home to cancel on timeCalled min after the deadline and customer service would not help meFurther, they said there is no fee to cancel, and then proceeded to tell me that to use my credit for the cancellation I would have to pay a $fee to airline and $additional fee, when my entire ticket was $The website is also very slow and does not display any error messages, so I had to guess in order to get done what I needed doneWhile they didn't violate any laws, this is really poor experience and I will NEVER use CheapTickets.com againToo many other options out there that are way better

Dear Mr***, The Revdex.com has advised us of your complaintMy understanding is that you booked a flight/hotel package on our site on September 22, The day before your trip you severely sprained your ankle while joggingYou contacted CheapTickets, and the representative
advised that you would be able to get a refund by supplying the medical documentationOn that Monday morning, you went to the doctor and had x-rays doneThe doctor also sent over a letter with his letter head and contact informationYou called multiple times and waited for a responseAfter waiting a week, you were told that you would not be able to get a refundOn behalf of CheapTickets, I apologize for the disappointing experienceIn reviewing this booking, I show that we refund the hotel portion on September 30thFor the airline ticket on ***, since the fare was a penalty type, it is necessary for us to get a waiver from the airlineWhen an airline ticket is issued through our website, the carrier you are flying on collects the ticket fundsIn this case, *** collected your money for the flight, so they would need to approve a refundI have contacted *** on your behalf, and have requested a refundThere is a process that this must go through, and required our contact to go through their manager for approvalI did receive a response yesterday that they have approved the refundThey will advise us when the refund has been completedMr***, thank you for reaching out in this matterPlease be assured that we appreciate your businessSincerely, *** *** CheapTickets Customer Relations

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
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: First and foremost when Inquired about your price match guarantee I did that through your customer service number and not through a link where it has terms and etcYour representative missrepresented to me and failed to mention the hour policyI repeatedly asked if there are any catches to it and the representative several times said "no, you just have to get a screenshot and then go to the price match guarantee link on the bottom of our website and send it to us"Had your employee told me to go to the link and review restrictions upfront prior me booking this trip I would not have booked this trip through your websiteAlso, your hour policy is also hidden into your price guarantee website where I have to look for a checklist and read over scenarios to realize if I qualify or not.my point being is this was all due to a mistake by your employee that provided wrong informationMe as a customer I did my due diligence and trusted your company by calling your customer service believing that your company has provided the right training to its customer service representative and that the representative would provide me true and accurate informationIn this case the representative did notPlease provide me with a refund of the difference as this is clearly your company's fault and not mine.
Sincerely,
Peter ***