CheapTickets.com

October 3, 2016Revdex.comComplaint Department – CheapTickets.comRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact CheapTickets 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 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 [redacted] (Revdex.com case number [redacted]). We understand from Ms. [redacted] complaint she requesting a refund for a reservation.Our records indicate that on September 16, 2016 the customer self-booked a hotel reservation for two travelers. The customer purchased a one night hotel reservation at [redacted] Milwaukee West - Brookfield, checking in on September 19, 2016, and checking out on September 20, 2016.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 providers. Based on the cancellation and change policy agreed upon by Ms. [redacted] at the time of purchase, “Cancellations or changes made after 6:00 PM local hotel time, Monday, September 19, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.”After further review of the customer account we are able to verify that the first call into CheapTickets customer service was made on September 22, 2016. As this call was made after check-in we are unable to authorize a refund of the reservation. Furthermore on October 3, 2016 as an effort to advocate on the customers half CheapTickets contacted the manager at the [redacted] Milwaukee West – Brookfield. He advised that they have no records of Ms. [redacted] attempting to call to cancel the reservation. Due to the hotel not receiving a cancelation notice prior to 6:00 PM local hotel time the customer was marked as a no-show causing her to be charged a one night penalty. We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern. At CheapTickets we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide you with the necessary information related to your hotel purchase before our system asked you to complete the reservation online.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

September 24, 2017Revdex.comComplaint Department – CheapTickets.com Re: CheapTickets Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact CheapTickets 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 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 Michael [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Mr. [redacted]’ complaint he is requesting to utilize a credit for a credit reservation.Our records indicate on June 6, 2017 the customer self-booked a flight reservation for one traveler using CheapTickets website under itinerary [redacted]. The customers round trip flights were operated by [redacted], departing from Austin, TX to Prague on June 23, 2017, and returning on September 9, 2017.Per the customers complaint we understand that the customer is claiming that CheapTickets did not issue his ticket correctly. When reviewing the customers step-by-step booking process we are able to verify that the customer booked the reservation to depart on June 23, 2017 and return on September 9.Our records confirm that the customer called our customer service on July 25, 2017 advising that due to a site error his reservation was booked incorrectly. After further investigation we were able to verify that there was no site error that caused Mr. [redacted] to book the incorrect dates. While on the phone the assisting agent advised the customer that has a credit with [redacted] after sustaining a $300 change penalty fee. The agent was able to locate alternate flights for the customer with a difference in fare amounting to $554.10. The customer decided not to use his credit therefore the flights were not changed. Since the customer did not use the credit and purchased new tickets under itinerary [redacted]. We are unable to transfer the [redacted] credit to the customers new itinerary.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Hayden [redacted]Corporate Customer Service

Complaint: 10954036
I am rejecting this response because: the point is that I had to spend 444 dollars to rent a car that day is is more the expected 234. I should be refunded the difference it bad business to mislead someone have them stranded in a foreign country with Lil options and price gauging.they clearly see I had to make a new reservation and was charged doubled.CHEAPTICKETS should take ownership on what happened to me and why I couldn't rent a car at the price I was quoted on documented paper. It unacceptable 
Sincerely,Ndidi 
Ndidi [redacted]

September 30, 2017 Revdex.com Complaint Department   Re: [redacted] Case #: O-[redacted] Dear Revdex.com, Thank you for taking the time to contact Cheap Tickets 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. Cheap Tickets is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Cheap Tickets is responding to the consumer complaint from Fayiz [redacted] (Revdex.com case number [redacted]) regarding a flight refund.  We understand Mr/Ms. [redacted] is seeking a refund for a flight that was canceled.   We research this matter further and we contacted [redacted] they confirmed the check was sent to our office for processing, based on tat information we have since processed a refund in the amount of $287.68 back to credit card ending 3314. Mr.Ms. [redacted] should expect to receive their refund within 15 business days from September 14, 2017.     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, Kiki [redacted] Corporate Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11091057, and find that this resolution is satisfactory to me. however what they are saying is still not true. each airline is blaming the other and then in return blaming cheap tickets for not forwarding information. I still do not see the credit on my credit card.
Sincerely,
Huma [redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Susan [redacted]

July 18, 2017   Revdex.com Chicago, Illinois Complaint Department Re: CheapTickets Case #: [redacted]   Dear Revdex.com,     Thank you for taking the time to contact CheapTickets 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 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 Fady [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation.  We understand Fady [redacted] is requesting a refund. On July 18, 2017, we received receipt of the Revdex.com complaint.   Our records reflect on May 27, 2017, you self-booked a package reservation for Fady [redacted] and Josephine [redacted]. Travel was on United Airlines, departing June 5, 2017, from Orange County, California to Puerto Vallarta, Mexico; and returning on June 9, 2017, from Puerto Vallarta, Mexico to Orange County, California with Alaska Airlines. The package includes a hotel stay at the Grand Fiesta Americana Vallarta-Adults Only Inclusive, via itinerary number[redacted] The customer is stating they were not allowed to take the flight due to issue with their travel documentations. The customer is stating that CheapTickets advised that the customer would be refunded; however the customer has not received the refund.   Upon further researching this matter, we can confirm on June 6, 2017, the customer contacted CheapTickets advising that they were not allowed to board the flight. The customer advised that there was an issue with their travel documentation. CheapTickets contacted the airline; they advised that the customer would need to submit a refund request.   CheapTickets contacted the hotel; they advised that they would need a copy from the airline advising that the customers were not allowed to travel.   CheapTickets contacted the airline; they advised that the customer was refunded in full and was processed back to the original form of payment. The time-frame for the refund from the airline is up to 8-weeks; which is a standard time-frame for all airlines.   CheapTickets contacted the hotel; they advised that they would impose the 1 night; plus taxes and fee and authorized the refund for the remaining nights. CheapTickets refunded $704.28.   We thank you for allowing us the opportunity to address the issues that were brought to our attention.    Sincerely,   Delia [redacted] Corporate Customer Service

Complaint: [redacted]
I am rejecting this response because: It is Cheap Tickets' responsibility to notify their customer of changes. Period. I regret doing business with your company, will never do business with your company again, and have already spread the word about your ridiculous lack of customer service. Good luck.
Sincerely,
Sarah [redacted]

Dear Minerva,   Thank you for your response.   Please know per the fare rules placed on the reservation by Delta Airlines the credit for a canceled trip can only be used by the original traveler; therefore, we would be unable to apply the credit towards a flight for a different traveler. Only the airline may offer an exception to their rules. You may wish to contact the airline directly to have your case individually reviewed; however, CheapTickets cannot guarantee they will allow an exception.   Minerva, again we wish our response could be more favorable.   Sincerely,   Shalon [redacted] CheapTickets Customer Relations Chicago, IL

Dear Mr. [redacted], The Revdex.com has shared your recent correspondence pertaining to your Best Price Guarantee claim.  On behalf of CheapTickets, I apologize for any confusion, and appreciate the opportunity to review your account and respond to your concerns.It is my...

understanding that you're requesting that your claim to be approved; however, after researching her inquiry, I was unable to locate a reservation for Matt [redacted] under the email address of matthew[redacted][email protected].   The reservation could have possibly been booked under a different email besides the one that was provided to us.  Is it possible you to provide us with the email address used at the time of booking.  Additionally, if you could provide us with the CheapTickets confirmation beginning with PBCTIX that may help us locate her booking. Mr. [redacted], if you can provide another email address or the booking confirmation number, please let me know, and I would be happy to further research your inquiry.  Sincerely,Luisa [redacted]CheapTickets Customer RelationsChicago, IL

Dear Elizabeth,The Revdex.com has shared your correspondence with CheapTickets
so that we may assist you further. It is
my understanding that you booked a reservation and later found the same
reservation had decreased in price. You filed a Best Price Guarantee Claim, but
it was...

denied. I appreciate the opportunity to review and respond to you. On
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 reservations. We 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 address. In 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 address.Elizabeth,
we value you as a customer, and as a gesture of goodwill, CheapTickets has
issued you a $25 future travel voucher to use on your next CheapTickets.com
prepaid booking. Our voucher is meant to emphasize our commitment to you, 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].
Please reference case number 5434781 and my letter offering the $25 future
travel voucher in your request. CheapTickets will then issue a credit to the
card used for the new booking. This 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 [redacted]CheapTickets Customer RelationsChicago, IL

Dear Mr. [redacted],
Thank you for your follow-up response, and I appreciate the opportunity to address your continued concerns.
Upon reviewing your account, I do show that your booking was self-booked via our online system, and not with an agent.  The Best Price Guarantee terms and conditions are available on our website for a customer to review at anytime. 
Mr. [redacted], we certainly regret your continued disappointment in our services, but we are unable to grant your Best Price Guarantee claim.  We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
Charlotte [redacted]
Orbitz Customer Relations

October 20, 2016Revdex.comComplaint Department – CheapTickets.comRe: CheapTickets Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact CheapTickets 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 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 [redacted] (Revdex.com case number [redacted]). We understand from Mr. [redacted]s complaint he’s requesting a refund of his recent hotel reservation.Our records indicate that on July 17, 2016 the customer self-booked a hotel reservation for three travelers. The customer purchased a one night hotel reservation at [redacted] Hotel, checking in on July 27, 2016, and checking out on July 29, 2016.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 providers. Based on the cancellation and change policy agreed upon by Mr. [redacted] at the time of purchase, Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.”After further review of the customer account we are able to verify that there were no calls into customers service regarding this reservation. To further research the customers complaint we contacted the property and were able to speak to a manager. After consulting with the police the manager was able to verify that there were no reports made in regards to officers coming to the hotel. Furthermore Mr. [redacted] extended his stay for an additional night resulting in checking out on July 30, 2016. At this time CheapTickets is unable to authorize a refund of Mr. [redacted]s reservation.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Dear
Margaret, Thank
you for the quick response. Please know the amount you were charged by Allianz
for insurance has been refunded. Also, as a gesture of goodwill, CheapTickets
has issued you a $234 USD future travel voucher to use on your next CheapTickets.com
prepaid booking. Our voucher is meant to emphasize our commitment to you, 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].
Please reference case number 5421151 and my letter offering the $234 future
travel voucher in your request. CheapTickets will then issue a credit to the
card used for the new booking. This offer is valid for one year from the date
of this letter, until December 11, 2016.However,
if you prefer a refund, as a one-time exception, I can redeem your future
travel voucher to the Master card we have on file ending in 1644. Please just
let me know. Sincerely, Jeanna
[redacted]CheapTickets
Customer Relations Chicago,
IL

October 6, 2017Revdex.comComplaint Department – CheapTickets.com Re: CheapTickets Case #: O-[redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from Michael [redacted]. We regret to hear Mr. [redacted] did not accept our response and/or resolution offered. We sincerely apologize about the mix up with the responses.When reviewing the customers rebuttal we understand due to the agents not being able to locate the flight the customers flight that he wanted he went online and purchased his desired flight. When reviewing the original flight that Mr. [redacted] booked and the new flight we can verify that these flights are operated by two different carriers. The customers original flight was booked with [redacted], we are unable transfer the credit to other airlines. At this time we are unable to issue any refunds for this reservation. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Hayden [redacted]Corporate Customer Service

Initial Business Response /* (1000, 5, 2015/08/25) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence with CheapTickets so that we may assist you further. It is my understanding that you are not happy with the schedule changes that affective your travel plans...

as well as the service you received from our Service Department.
I appreciate the opportunity to review your account and respond to your concerns. On behalf of CheapTickets, I apologize for the disappointing experience and the frustration this caused you. CheapTickets strives to provide the best possible customer service, and I regret that in this case, we fell short of our goal.
Mr.[redacted] as we discussed on the phone, as the [redacted] flights cannot be reinstated; the best option is to process a refund. The reservation has been sent to our Refunds Department for them to process. As previously advised, once processed; it may take 1 to 2 billing cycles for the refund to post to your account. This depends on your credit card company.
I do show you were already given $100 in CheapCash. For being a loyal CheapTickets member, I have also issued you a $100 future travel voucher to use on your next CheapTickets.com flight, hotel or package booking. Our voucher is meant to emphasize our commitment to you, 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 [redacted]@CheapTickets.com. Please reference case number XXXXXXX and my letter offering the $100 future travel voucher in your request. CheapTickets will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this letter, until August 25, 2016.
Mr.[redacted] thank you for allowing me to review this with you. We appreciate your business, and we hope to have an opportunity to serve you in the future with your travel planning needs.
Sincerely,
[redacted]
CheapTickets Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (2000, 7, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Though my original ticket could not be fulfilled by cheap tickets, reasonable effort was made by cheap tickets to resolve the issue.
I thank Revdex.com for its quick response in this issue.

Complaint: [redacted]
I am rejecting this response because: I was misled by the Supervisor who informed after speaking with [redacted] I would be guaranteed a refund. If this was untrue, I shouldn't have been lied to by CHEAPTICKETS. I expect a full refund or I will have to seek legal action as this is unjust.
Sincerely,
[redacted]

October 25, 2016Revdex.comComplaint Department – CheapTickets.comRe: CheapTickets Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact CheapTickets 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 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 [redacted] (Revdex.com case number [redacted]) regarding a recent ticket. We understand from Mr. [redacted] complaint he is requesting a refund of his flight reservation.Our records indicate on September 30, 2016 the customer self-booked a round trip flights for five travelers. The flights were operated by [redacted] Airlines, departing from San Juan to Tortola on January 4, 2017, and returning on January 12, 2017.Our records reflect that on September 30, 2016 after booking the reservation at 4:09 pm an email was sent to Mr. [redacted]. This confirmation email was opened at 5:13 pm. At the bottom of the email in bold it states “Tickets are nonrefundable, nontransferable and name changes are not allowed.”Based on the fare rules the customer agreed to at the time of booking, both tickets were non-refundable with a change penalty fee of $75 per passenger would be charged. In addition, the customer would be responsible for any difference in fare. Since the customer agreed to the terms and conditions prior to booking the reservation we are unable to alter the change penalty fee initiated by the airlines.We sincerely regret that we are unable to offer a more satisfactory response or resolution to Mr. [redacted] concern. At CheapTickets we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Mr. [redacted] with the necessary information related to his flight purchase before our system asked him to complete the reservation online.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Dear [redacted],The Revdex.com
has shared your recent correspondence with CheapTickets so that we may assist
you further. It is my understanding that you were trying to book reservations
for your parents. Due to issues you encountered; you had to book them
separately. However, when you...

booked the second reservation, the price had
increased. I appreciate the opportunity to review and respond to you. On behalf
of CheapTickets, I sincerely apologize for the disappointing experience and the
frustration this caused you.CheapTickets goal is to make
every customer experience a great one, by offering the lowest fare available to
our customers. CheapTickets is an unbiased and dedicated online Travel Agency
offering millions of fares on every requested flight search. We do understand
that it is frustrating for you to see a price on a reservation that you would
like to confirm, and the price increases. Inventory available on CheapTickets
is also available on other travel sites. Please know at the same time,
there are millions of customers shopping throughout the day. The airfares and
their availability can be updated at any time, with or without notice, since
they are determined directly by the airlines. Fares can change very rapidly
as the carriers continually adjust their flight loads, especially during peak
travel times. CheapTickets monitors these changes closely and makes every
effort to keep our fare displays as current as possible. This is why the fares
are not guaranteed until we receive confirmation from the airlines, and tickets
have been issued.[redacted], we value you as a
customer, and we share in this disappointing experience. I do show CheapTickets
issued you a $50 future travel voucher to use on your next CheapTickets.com prepaid
booking. Our voucher is meant to emphasize our commitment to you, and we remain
hopeful you will continue using CheapTickets for your travel planning needs. [redacted], thank you for
allowing me to review this with you. We appreciate your business, and we hope to
have an opportunity to serve you in the future with your travel needs.Sincerely,[redacted]CheapTickets Customer ServiceChicago, IL

Revdex.com:
They are correct that this has been refunded.  I was unable to update that on Revdex.com complaint I submitted.  Thank you 
Sincerely,
[redacted]