CheapTickets.com

October 22, 2016Revdex.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 [redacted] (Revdex.com case number [redacted]) regarding a recent flight. We understand from Mr. [redacted]s complaint he is requesting a refund for a flight reservationOur records indicate on October 5, 2016 the customer self-booked a round trip flights for one traveler. The flights were operated by [redacted] Airlines, departing from Taipei to London on December 22, 2016, and returning on January 3, 2016.On October 5, 2016 the customer emailed our customer service advising that when he was booking the flights the price changed and he was charged a higher rate without notification. 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. We utilize a live inventory system for our flight reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. We regret if the customer felt the prices were not competitive. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued.After reviewing Mr. [redacted]s screen-by-screen booking process we are able to verify that the price of $620.80 was displayed during the booking process. When the customer booked the reservation the price was displayed as $883.80. Due to there being no warning or notification of the price changing prior to the reservation being confirmed CheapTickets will refund the difference of $263 as a one-time courtesy. We appreciate your thoughtful comments, and we  apologize for the inconvenience Mr. [redacted] experienced. We rely on customers like Mr. [redacted]s to provide us with the information we need to continue improving our services.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

Initial Business Response /* (1000, 5, 2015/07/23) */
Dear Mr[redacted]
The Revdex.com has shared your recent correspondence pertaining to hotel reservation at the Albus. It is my understanding you feel the property was not accurately represented for its amenities. I appreciate...

this opportunity to respond to your concerns.
It is my understanding that the hotel that you booked does not include air conditioning. Furthermore, your correspondence included a request to refund your nonrefundable hotel and ask CheapTickets to honor hotel rates from this past April due to the inconvenience. Hotel properties or their representative companies provide their own content information on the CheapTickets website, which includes the star rating, location, amenities, and property description. CheapTickets 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 policy. On your behalf, a CheapTickets customer service agent contacted the Albus to request a refund on your behalf. However, your request was denied because the booking is nonrefundable. CheapTickets has been charged in full for the booking.
Mr[redacted] 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 website. The Albus has agreed to offer a full refund for your booking. If you agree, we would cancel and process the refund on this booking, and a new reservation would need to be confirmed at the available rate. 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.
Please let me know if you would still like for me to pursue the refund or if you will keep the room as reserved. I look forward to hearing from you.
Sincerely,
[redacted]
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 6 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 unrealistic. The hotel I wanted is completely booked and the other has went up in price $70, so this is not a satisfactory resolution. I 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 4 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 point. I'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 so. This 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 descriptions. I think thats a huge injustice and horrible business practices. The only real attempt by cheaptickets to show their empathy was by sending a %50 coupon for my next booking! ARE YOU SERIOUS??
Final Business Response /* (4000, 9, 2015/07/24) */
Dear Mr[redacted]
Thank you for your follow-up response, 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, 2015 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 conditioning. We 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 nonrefundable. Albus did offer to accommodate you in room in a quieter part of the hotel where you could open a window. Furthermore, 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 directly. Furthermore, 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[redacted] certainly regret your disappointment in our services, but we were making every effort to assist with your request. Thank you again for the opportunity to address your concerns. We do appreciate your business, and hope we have a future opportunity to serve you.
Sincerely,
[redacted]
CheapTickets Customer Relations
Chicago, IL

May 25, 2016Revdex.comComplaint Department – CheapTickets.comRe: 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 [redacted] (Revdex.com case number [redacted]) regarding a recent ticket. We understand from the customers complaint he is unhappy about the reservation that was purchased. On May 25, 2016, we attempted to contact Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but the customer was unavailable.Our records indicate on May 6, 2016 the customer self-booked two one way tickets on CheapTickets.com for one traveler. The customers outbound flight was operated by [redacted] Airlines, with flights departing from Indianapolis, IN to Atlanta, GA on May 22, 2016. The customer return flights were operated by [redacted] Airlines, with flights departing from Atlanta, GA connecting in Washington D.C. and returning to Indianapolis, IN on May 25, 2016.After further review of the customers step-by-step booking process we are able to confirm that the passengers return flights were booked to be connecting in Washington D.C. Due to this we are unable to offer to assist the customer in changing the flight reservation with no change fees.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]Tier 3 Customer Service

Hello,   After reviewing this Revdex.com we are able to confirm that this is not a CheapTickets complaint.   Thank you,

Dear Mr. [redacted],
Roman,serif;">The Revdex.com has shared your recent correspondence with CheapTickets so that we may assist you further. It is my understanding that you booked a reservation on our website. You were later advised by an agent that the reservation was not confirmed. You are requesting compensation of $500. I appreciate the opportunity to review and respond to your concerns. On behalf of CheapTickets, I apologize for the disappointing experience and the inconvenience this caused you. Please know CheapTickets is disheartened that you felt your concerns were not resolved adequately by our company prior to seeking further actions from you. Our records indicate on January 26, 2016, you booked hotel reservations -- itinerary [redacted] – using the self-service tool on the CheapTickets website. Hotel accommodations were at the [redacted] SFO Airport, located in San Francisco, California, checking in January 26, 2016, for one night. Upon further research, we were able to confirm on January 28, 2016, you contacted CheapTickets to advise that you did not utilize the hotel reservation, as you stated on January 26, 2016; you were advised by a representative that you did not have hotel reservations. At that time CheapTickets processed a full refund in the amount of $109.99 back to the credit card you used to make the booking. The refund usually posts to the account within 3 to 7 business days depending on your credit card company. Mr. [redacted], as a gesture of our sincerity, CheapTickets would like to offer you $100 in CheapCash. The CheapCash will be valid toward a prepaid qualify hotel booking. However, you will need to create a CheapTickets account online. After creating an account, please contact our customer service representatives. Our agents are available 24 hours a day, seven days a week. Once the CheapCash is deposited into your account, it will appear automatically in the booking path for qualified reservations. It will be valid for one year from the date of your call. You may use the CheapCash either by booking the reservation online or by calling our customer service representatives to assist with the booking.  Mr. [redacted], we hope we have addressed all your concerns, and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services. Sincerely, [redacted] CheapTickets Customer Relations Chicago, IL

August 29, 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 package. We understand from Mr. [redacted] complaint he is requesting a full refund of the package. On August 29, 2016, we contacted the customer to acknowledge receipt of the Revdex.com complaint.Our records indicate on August 8, 2016 the customer self-booked a package reservation for four travelers using CheapTickets website. The customer purchased a six night hotel reservation at [redacted] Cancun Resort & Spa, checking in on October 8, 2016, and checking out on October 14, 2016. The customers round trip flights were operated by [redacted] Airlines, departing from Atlanta, GA  to Cancun on October 8, 2016, and returning on October 14, 2016. This package was insured under Cheap Tickets Waiver.The customer called Orbitz customer service on August 8, 2016 to cancel the package reservation. The agent assisted the customer in canceling her hotel and flight reservation. Per the hotels cancellation and change policy: “The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.” Due to the customer purchasing a CheapTickets vacation waiver all cancelation penalties have been waived. Due to a system error the agent was unable to send a cancelation email or process a refund on August 8, 2016.As of August 29, 2016 Mr. [redacted] hotel and flights were refunded in full. The refund has been processed to the customers original form of payment. The amount of time it takes the customer to receive depends on the customers banking institution.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 Ms. [redacted],   The Revdex.com has shared your recent correspondence pertaining to the airline imposed schedule change that occurred on your flights under CheapTickets locator [redacted], and that you feel that you were not notified until the day of your departure. I...

appreciate the opportunity to review your account and respond to your concerns.   At CheapTickets, we feel that it is very important to notify our customers as soon as possible when a change in your schedule has occurred. To ensure that customer’s are notified as quickly as possible, we send email notifications, update your “My Trips”, send a “Prepare for your Trip” email 48 to 72 hours prior to your travel and suggest that you review your itinerary within 24 hours prior to departure.   Upon reviewing your account, I do show that the airline imposed schedule change occurred on November 22, 2015, moving your departure time from 6:20AM to 5:00AM.  We do now that notification was forwarded on this date, and your “My Trips” updated. The notification forwarded on your date of travel was triggered due to the changes made to your ticket when you did not board as scheduled.   Ms. [redacted], upon reviewing your concerns, we do show that your account was properly updated with the new departure time for your review prior to travel.  We certainly regret your disappointment in our services, but we are unable to offer any refunds due to the extra car rental expenses.  Nevertheless, as a gesture of our sincerity, CheapTickets would like to offer you a $100 USD future travel voucher on your next prepaid CheapTickets.com airline, hotel or vacation 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]  Please reference case number [redacted] and my letter offering the $100 voucher in your request.  CheapTickets will then issue a credit to the card used for the new booking.  This offer is valid until March 16, 2017.   Mr. [redacted], we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.   Sincerely,   Charlotte [redacted] CheapTickets Customer Relations

May 31, 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 attempt at purchasing a flight reservation. We understand from the customers complaint he was charged for a ticket that she was unable to purchase.Upon further research, we are unable to locate an CheapTickets.com account related to [redacted] Smith’s complaint. We respectfully request that Mr. [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address his concerns.If he is unable to locate such information we are requesting Mr. [redacted] submit a copy of the credit card statement documenting the charge sustained for the flight reservation. We ask he omit any personal information from the document, for security purposes. The requested information will enable us to appropriately address the customers concerns. The customer may submit the information through the complaint submission on the Revdex.com.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2014/08/07) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the denied boarding due to international documentation. I appreciate the opportunity to review your account and respond to your...

concerns.
From your complaint, you booked a ticket on August 4, 2014 for travel on August 7, 2014 for Ms. [redacted] Upon arriving at the airport, she was denied boarding due to a transit visa for Canada. You believe that CheapTickets did not notify you of the international documentation requirements at the time of booking. Due to the lengthy hold times, you believe that CheapTickets should refund the ticket. Upon speaking with customer service, believing the issue would be resolved; the matter became worse. Furthermore; your perception of CheapTickets has become discontented due to the service you have received.
Mr.[redacted] I do understand your concern in this matter; travel can be a hectic experience, and CheapTickets does try to meet the expectations of our customers with current information made available on the website along with terms and conditions of sales.
CheapTickets has confirmed your reservation history in our website logs, as well as the underlying airline reservation system. We have confirmed that the package was booked correctly, with the international requirements available for review. For your reference, I have attached screen-shots of your login session, including the time stamp, August 4, 2014 at 8:48 am CT to this the email.
Under the "agree and book" section, at the bottom of the final page, prior to a ticket being generated, you acknowledged; International trips require special travel documentation for each traveler. Aircraft may require disinfection for insect control. To complete the booking process, all users are required to agree to the fare rules and the terms and conditions that govern your ticket.
In addition, under the "travel documentation" link, the following information is given, "Any time you travel to or connect through a foreign country; you will need to prove your citizenship. It is the traveler's obligation to obtain all required international travel documentation. Failure to do so may result in denied boarding and additional costs. CheapTickets is not responsible for passengers [redacted] fail to obtain proper documentation prior to travel."
As a travel agency, CheapTickets is required to apply the applicable airline fare rules act the exact moment of the purchase. The ticket had a stipulation along with the non-refundable rule; the fare was also non-changeable, meaning if the trip was not taken as scheduled; the ticket would be forfeited to the airline, [redacted]. These are the rules and regulations stipulated by the airline, not CheapTickets.
According to the documentation; you have spoken with the [redacted] airport staff, and they will review the options for the credit, if any.
Although I understand your frustration and dissatisfaction; we are confident that all pertinent information about documentation along with ticket policy was presented to you during the booking process.
Ultimately, 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.
Regrettably, CheapTickets is not in a position to compensate for any expenses due to the situation presented.
Mr.[redacted] I understand this may not have been the answer you were looking for; we appreciate your business and hope you will provide us with a potential opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
CheapTickets Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am disagree with the comment, because of the following:
1) in the website there was not a sufficient information to warn me about the transit visa.
2) When I called back before flight take off, they did not give me correct information, and they did not do any helpful action. They place me in hold instead for over one hour.
3) After representative pick up the phone told me that I have to talk to [redacted] Airline.
4) I called [redacted] and the representative was willing to change the ticket for me to go though different country and avoid transit visa. Even [redacted] Airline's representative gave me the flight number that he want's to change for me and record it to the file. But he said he can not complete the transaction because it is in Cheap ticket's responsibility.
5) I called Cheap Ticket and they placed me on hold again for more than one hour. then they told me that I have to wait till tomorrow because [redacted]'s office is closed. and it will open tomorrow at 8:00 am.
6) I called back the day after at 8:00 am and they said the [redacted]'s office will open at 10:00 am eastern time.
7) I called at 10 and they said the ticket is NO-SHOW.
8) My ticket was not no-show, because passanger [redacted] at the air port and report the problem to the agent. and it report to the Cheap ticket and [redacted] before flight take off.
9) In the phone message, while any customer is waiting for representative at Cheap Ticket, they are repeating that any changes may cost customers $270.
10) [redacted] Representative told me that I could change the ticket if I would go to the counter, but all information was hiding from me before flight take off.
11) Even Long hold time was hold and wrong information was a lead to dishonesty of the company.
12) My flight was include three ticket. If one of them was no show, the other two and the return ticket still are valid, and could be change for me by the airline.
13) If Long hold and dishonest information was not to pass [redacted] time until all the flight become no-show, how you can explain that?
14) why the first representative did not told me the ticket is not refundable and changeable?
do they know some part of their policy can make me liable for some credit? Even not, they hold me over the phone over 6 hours total, why the simple answer should take that long?
15) Airlines and countries they can change their rules anytime without notice. Should be a system that warn customers or hold them to get the wrong ticket? If not, it is because dishonest airlines get benefit from it?
It is not hard to warn me that with your passport [redacted] may need a Transit Visa.
Requesting Transit Visa is very rare. For example Germany did not requried me for visa but Canada required me for Transit Visa. Even in the page of the Canada Said "You may not need a transit visa if you are travelling to or from the United State"
www.cic.gc.ca/english/helpcentre/answer.asp?q=420&t=16
15) dishonest businesses will not make for long time. you may earn my one ticket money, but you lost my business and anybody who I know from now till you are in business.
16) I attached the file from Canada's website. it is clearly said you may not need visa if you are traveling to US (holding US visa)
17)
Final Business Response /* (4000, 13, 2014/08/19) */
Dear Mr.[redacted]
Thank you for your prolonged correspondence regarding the denied boarding circumstance. We regret your continued disappointment. Since you have contacted us again, you clearly feel strongly about these issues.
The reason for the denied boarding was the lack of a visa; this is not the fault of Cheap Tickets. It is the responsibility of the traveler or the person who booked the ticket to verify all correct travel documentation is valid for travel.
The ticket had a stipulation; if the travel is not taken, the ticket is forfeited. This is the rule and the policy of [redacted], not CheapTickets. On the date of your original booking, August 4, 2014, all funds collected for the booking of your ticket were electronically transferred to [redacted] for payment. To complete the booking process, all users are required to agree to the fare rules and the terms and conditions that govern your ticket.
The representative advised you to contact the airline, to verify if the airline allowed an exception; CheapTickets does not have any control over tickets within the last 24 hours prior to departure. The airline will take control over the status of the ticket; [redacted] is aware of this, as this is standard policy within the airline industry.
Again, this is not a CheapTickets error and CheapTickets cannot refund or override an airline's rule and policy due to the situation which you have presented.
Your request has received every consideration; however, CheapTickets feels that the compensation that was offered to you is more than fair for this situation, and we are not inclined to compensate any further.
Mr.[redacted] we have given this matter every consideration and at the same time, provided you detailed responses regarding it. We regret the enduring unhappiness with our service. As we have evidently reached an impasse, there will be no further replies forthcoming from our office regarding this issue.
Sincerely,
[redacted]
CheapTickets Customer Relations
Final Consumer Response /* (4200, 11, 2014/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear CheapTickets representative
The denied boarding was not the fault of cheapTickets, but CheapTickets is responsible that did not resolve the issue with honestly. As I called before the Airplane take off, I was on hold for more than hour. Then your representative told me that it is out of their hand and I need to call [redacted]. There was no need to call [redacted] and I find out after I called [redacted] and talked to the representative. [redacted]'s representative happily was willing to change my ticket, but he could not. He told me that he put all detailed in the computer for future reference, but only CheapTicket can make the changes because they are the owner of the ticket. It seems right, because I bought the ticket from you, but your representative referenced me to [redacted], instead the resolve the issue. Your representative cold make a tree way call to resolve the issue, but he did not.
If you are telling me the ticket is not refundable, why your representative told me that I need to call [redacted]? Is it not to waste the time and make the ticket No-Show? Is it not to make me wait until ticket cancel? If I be really optimistic, I would say maybe not. Maybe your representative was not trained and this is not my fault.
If there is not a fraud involve, optimistically, maybe you did not have enough representatives to answer me on-time. Still it is not my fault. If you are the company, you are responsible for your customer service. If you sell me a ticket, you are responsible for the services after you sold the ticket. If I could not resolve the issue, it happened because I was on hold, and I referenced to the [redacted]'s representative without any reason.
If there is not a dishonestly involve, why your representative told me that I have to wait until tomorrow, because the [redacted]'s office is closed.
If my ticket was not refundable before the flight take off, why your representative did not have this answer for me at the first moment?
Cheap Ticket is not responsible with deny boarding, but certainly CheapTicket is responsible to help the customer with the same rule for everyone. If[redacted] rule said thicket is not refundable, why they referenced me to [redacted]? Why they referenced my disabled mother that she does not speak English to go the [redacted]'s counter? Why[redacted] is referenced me to wait until tomorrow that [redacted]'s office will open?
Cheap Ticket needs to be honest and curtsey with all customers. I feel that I have not been threated fair and honest. Because you charged my card, you are responsible for all those failure that made the ticket no-show.
I am not a professional travel agent and I accept that I booked the ticket that I did not know all of your rules and regulations. I did not read all of your rules and I don't think anybody does that. But I try to fix my mistake. If there was no chance to fix my mistake, why I receive different answer from CheapTickets representatives? If there was a solution, why the made me wait until flight become no-show? Why did not made a conference call with [redacted] that night? And several more questions that cheapTicket created for me with a pour service and dishonest answers.

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.
What I really want at thist time was that I want to be able to stay at the hotel with the payment that I made at the date I have reserved.Actually I was worried my family wouldn't stay at the hotel.Because of your help I can go to summer vacation gladlyOn behalf of my family, I appreciate your help and your business
Sincerely,
[redacted]

March 31, 2016 Revdex.com Complaint Department – CheapTickets.com Re: CheapTickets Case #: S-[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 Mrs. [redacted]’s complaint she requesting a refund for a recently booked hotel reservation. On March 31, 2016, we contacted Mrs. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer. Our records reflect that on March 7, 2016, the customer called CheapTickets and booked a hotel reservation for two travelers with an agent. The customer purchased a five night hotel reservation at [redacted] Hotel Seattle Airport, checking in on March 24, 2016, and checking out on March 29, 2016. We have confirmed that during the booking of the reservation the customer provided a discount code to the agent, the agent quoted the customer the final price of $[redacted] which was inclusive of all taxes and fees and the 20% discount given by using the code. When attempting to book the reservation the agent was unable to reserve the hotel room at the discounted rate due to the discount code being applied to another active booking. During the call the agent was able to cancel the previous reservation releasing the discount code. I could take up to 24 hours to allow the discount code to be fully disconnected from the previous reservation. Since the discount code was not fully released the reservation was booked at the full price of $[redacted]. We would like to apologize for the inconvenience Mrs. [redacted] may have experienced, and for any lack of service he received while trying to resolve this issue. Despite his recent experience, we do value his business. As of March 31, 2016 a refund of $[redacted] was processed to the customer’s original form of payment. The time it takes the refund to post to the customer’s account depends on the time it takes the customer’s credit card company to process refunds. 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

October 6, 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 Danny [redacted] (Revdex.com case number [redacted]) regarding a recent ticket. We understand from Mr. [redacted] complaint he is requesting a credit for his canceled flight reservation.Our records indicate on August 17, 2017 the customer self-booked a flight reservation for one traveler using CheapTickets website. The customers round trip flights were operated by Finnair, departing from Venice to Las Vegas, NV on September 19, 2017, and returning on September 25, 2017. Flights were protected by the Total Protection Plan.Orbitz offers the “Flight Total Protection Plan” so our customers can have the ability to be reimbursed for the cost of flight interrupted for covered reasons such as illness of a family member. Please review the summary of coverages below:Pre-Departure Trip Cancellation:We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule, for non-refundable cancellation charges imposed by the Policyholder, if you are prevented from taking your Covered Trip due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered Trip. The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip.As an effort to advocate on the customers behalf we reached out to Finnair on September 24, 2017. We were advised that per their fare rules, the customer was able to use his credit prior to departure. If new flights were not booked prior to departure they forfeit the credit. Per our records, we can confirm that the customer called to cancel his reservation the day before the flight, September 18, 2017. The customer requested a refunded of the reservation therefore the customer was directed to the insurance company as this flight is non-refundable.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 her flight purchase before our system asked her 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,Hayden [redacted]Corporate Customer Service

December 14, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Cheaptickets Case O-[redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr. Satyabrata [redacted]. Cheaptickets, Inc. is once again responding to the consumer complaint from Mr. [redacted]) regarding a car rental complaint. We were unable to verify many of the issues presented in Mr. [redacted]’s complaint and did respond to the questions we were able to answer with the information available. We will not be responding to Mr. [redacted]’s questions as to whether we deem something acceptable. We will do our best to explain why there will be no further compensation on this case. As you may know, Cheaptickets.com serves as a third party intermediary for travel providers such as airlines, and hotels. We are unable to provide credit for something the vendor did not have available for the customer which was not yet paid. Mr. [redacted] admits he agreed to book at a different location. Mr. [redacted] admits he did not know where he was being booked and accepted the car reservation. Hotwire recommends that you research the location you are traveling to, read reviews of the vendor you are booking with, and to make sure you yourself know where the rental com[redacted] is located. Mr. [redacted] asks if we consider this acceptable however it is not up to the third party intermediary to decide where a customer has agreed to book. Mr. [redacted] asks questions about a reservation being held and paid for. Mr. [redacted] must understand that while we can advocate on his behalf, ultimately it is up to the car rental location to have his vehicle available. While the reservation might already be made and held this does not mean the customer has already paid the vendor for the rental. Mr. [redacted] is also bothered by the fact that Hotwire as a courtesy extended a $50.00 coupon to use on a future hotel booking. While we understand he booked a car rental through Hotwire we are unable to provide any coupon on a car rental. We provided a coupon for a hotel which may help our customers in the future. There is obviously no requirement of him having to use this discount. We are unable to provide a response on opinions that Mr. [redacted] may have regarding morality. The fact of the matter is Mr. [redacted] accepted what was provided and is now questioning what he accepted. We thank you for allowing us the opportunity to address the issues that were brought to our attention. As there will be no further compensation provided and we have provided we have no other option that to ask the Revdex.com to close this case. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Daniel [redacted] Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:   Thanks for the reply. Our records show on November 21, 2017, Mr. [redacted] booked a Cheaptickets.com car rental reservation over the phone. The car rental reservation was made for pick up on November 21st and return on November 24, 2017.  RE:I agreed to book a rental from an alternative rental facility over phone that immediate time on that day, after rental com[redacted] denied to provide the reserved and confirmed van. I agreed because of the customer care representative once again tricked me and provided me the misleading and false information. I agreed because your representative said new rental car facility is within the 4 mile ranges and price is going to around $50 more from the original booked price. I thought it is better to lose $50 and littler more time rather than losing $2000.  I was desperate to book something not to lose other associated planted trip money. For your information, I booked a 15 seaters van for 15 people for a 3 day trip. I was taking over phone and was not able confirm the distance between two different rental facility at the time of booking. Truth was that new rental facility was more than 20 mile away in opposite direction. This was not fitting to my plan and time.  Moreover, I did not have time to go there to confirm yours over the phone confirmation. That time it was questionable to trust or not to trust your confirmation because representative was not sensitive to the situation warrants and tried to solve the problem with wrong information.  Do you consider this acceptable?        We understand from Mr. [redacted]’s complaint, when he arrived to the car rental location he was denied the vehicle. Cheaptickets contacted the car rental com[redacted] regarding the issue but they advised the rental would not be possible and could not provide credit for a rental that was not yet paid. RE: If it was paid not at the time of booking, should I mean that my booking was not confirmed? If prior payment confirms the booking, then false information in confirmation email prevented me to reconfirm the booking. Moreover, I booked the rental van on 3rd of November, which is 15 days before actual rental period. Does your confirmation email also confirm cheaptickets.com’s privilege to deny the service at any particular time and day?  If that so, why it was not before the rental day and time but why was on that day and time Do you consider this acceptable?        Only as a courtesy the Cheaptickets agent provided a Cheaptickets coupon which is valid for a stand-alone hotel booking only. Mr. [redacted] is requesting Cheaptickets for a different form of compensation.  RE:  Cheapticktes provided a coupon not as a courtesy but with a condition. Why should I force me be a return costumer after this kind of service with your business coupon and I was sure other forms of monetary loss are bound to happen if I use your coupon. That day customer care representative issued coupon with the condition 1) he will forward complain next level for review; 2) coupon can be used towards hotel and fight-hotel package. When I discussed with next level customer care manager, manager said it’s not cheaptickets fault but rental com[redacted] fault and cheap-ticket cannot do anything more as no payment was made prior for the reservation.   Cheaptickets’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. We appreciate the time Mr. [redacted] took to provide Orbitz.com with the comments regarding compensation and we have passed your information onto our management team for review. We do regret any inconvenience Mr. [redacted] encountered in resolving this matter. However, Cheaptickets will not be able to exchange the coupon already provided. This has been documented on the customer’s Cheaptickets account. RE:Cheapticktes do accept this; “they regret any inconvenience Mr. [redacted] has encountered in resolving this matter”. Cheapticktes also/should accept that inconvenience was made happened to their customer. This is just a formal statement to regret but without knowledge of extend, time and cost of inconvenience happened to me   As Cheaptickets previously provided the compensation given and accepted Mr. [redacted]’s feedback we consider this matter closed.  RE:I accepted your compensation and alternatives either its was forced on me with some kind of false promises or misleading information.  RE:I need a simple clarification. We are three party involved here in this matter? Whose fault or mistake is this?  Any case neither cheaptickets.com nor rental com[redacted] is going lose anything. You have your own excuse of policies to defend from costumers’ inconvenience. At the end I already lost my time, money and peace of mind. Do you consider it is immoral of me to ask for appropriate compensation for the inconvenience happened to me, that cheaptickets accepts.   
Sincerely,
Satyabrata [redacted]

April 12, 2017Revdex.comComplaint Department – CheapTickets.com 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 Jackie [redacted] (Revdex.com case number 12073185) regarding a recent ticket. We understand from Ms. [redacted] complaint she is requesting a refund for a flight reservation.Our records indicate on February 23, 2017 he customer self-booked a package reservation for five travelers using CheapTickets website. The customer purchased a six night hotel reservation at Hyatt Place San Juan/Bayamón, checking in on May 7, 2017 and checking out on May 13, 2017. The customers round trip flights were operated by American Airlines, departing from Dallas, TX to San Juan on May 7, 2017, and returning on May 13, 2017. The customer also purchased a car reservation with Alamo. The car was due to be picked up on May 7, 2017, in San Juan and returned to the same location on May 13, 2017.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. As American Airlines was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations. Based on the fare rules the customer agreed to at the time of booking, the tickets were refundable with a penalty fee of $200 per passenger.We have confirmed that on March 5, 2017 the customer contacted CheapTickets to cancel her package. During the call the agent called the hotel and received authorization to cancel Ms. [redacted] hotel reservation and issue a full refund of the reservation. The agent was also able to issue a full refund of the car reservation.As an effort to advocate on the customers behalf we reached out to American Airlines on April 12, 2017. We were advised that the customer did contact American Airlines to request a full refund of the reservation. They notated that they advised Ms. [redacted] that since the reservation was made through a third-party that they are process a refund for the customer and referred her back to CheapTickets. They advised CheapTickets that per their airlines policy states that the reservation is refundable less a $200 penalty fee. Due to this they are not able to authorize a refund of the $200 penalty fee per ticket.We sincerely regret that we are unable to offer a more satisfactory response or resolution to Ms. [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 Ms. [redacted] with the necessary information related to her flight purchase before our system asked her 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,Hayden [redacted]Tier 3 Customer Service

June 28, 2016Revdex.comComplaint Department – CheapTickets.com 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 [redacted] (Revdex.com case number [redacted]) regarding a recent ticket. We understand from the customers complaint he is unhappy about the reservation that was purchased and is requesting for it to be changed.Our records indicate on May 23, 2016 the customer self-booked a round trip flight reservation on CheapTickets.com. The flight reservation was for two travelers and operated by United, with flights departing from Newark, NJ to Madrid on July 26, 2016 and returning on August 16, 2016.After further review of the customers step-by-step booking process we are able to confirm that the customer searched and booked a round trip reservation from Newark, NJ to Madrid operated by United. Furthermore we are able to verify that a confirmation email was sent to the customer on May 23, 2016 at 4:47 am.Since [redacted] 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 fare rules Mr. [redacted] agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $300 per passenger would be charged. In addition, the customer would be responsible for any difference in fare. As there was no error made by CheapTickets the customer must call customer service and adhere to the airlines fare rules if Mr. [redacted] chooses to change his flight 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

January 5, 2017Revdex.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] A [redacted] (Revdex.com case number [redacted]) regarding a recent ticket. We understand from the customers complaint he is requesting a refund his tickets or the use of future travel.Our records indicate on December 13, 2016 the customer self-booked two one-way tickets on CheapTickets.com for one traveler. The customers outbound flight was operated by [redacted], with flights departing from New York, NY to Toronto, ON on December 19, 2016. The customer return flights were operated by [redacted] Airlines, with flights departing from Toronto, ON and returning to New York, NY on December 23, 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 fare rules the customer agreed to at the time of booking, the tickets issued by [redacted] were non-refundable with a change penalty fee of $75 per passenger would be charged. Based on the fare rules the customer agreed to at the time of booking, the tickets issued by [redacted] Airlines were non-refundable with a change penalty fee of $200 per passenger would be charged.We can confirm on December 18, 2016, the customer contacted CheapTickets to cancel and request a refund for the ticket for his tickets. As [redacted] and [redacted] Airlines were the merchant of record and the company that receives the funds for the flight reservation, we have to abide by their rules and regulations. Due to this the agent advised the customer that the tickets are unable to be refunded. The customer did not cancel the reservation at that time.As of December 31, 2016 CheapTickets contacted [redacted] to request a refund for the customers ticket due to the extenuating circumstances. We were advised that due to the non-refundable fare that was purchased they are unable to process a full refund for the ticket for Mr. [redacted]. They also advised that due to the customer not canceling the reservation it has gone into a “no-show” status therefore no credit is able to be issued for the ticket.On January 5, 2017 CheapTickets contacted [redacted] Airlines to request a refund for the customers ticket. We were advised that due to the non-refundable fare that was purchased they are unable to process a full refund for the ticket for Mr. [redacted]. They also advised that Mr. [redacted] can submit a refund request through their website due to the extenuating circumstances. Please use the ticket number and link below.Ticket Number: [redacted]Website: https://[redacted].aa.com/refunds/ 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,[redacted]Tier 3 Customer Service

June 10, 2017
 
Revdex.com
Complaint Department – CheapTickets.com
 
Re: CheapTickets #: [redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com consumer rebuttal from Oluwabunmi [redacted] (Revdex.com complaint #[redacted]). We regret to hear the customer did not accept our response and/or resolution offered.
 
After further review of the customer’s complaint, we can confirm when Mr. [redacted] booked the reservation; the flight was charged and paid directly to the airline.
 
Furthermore, when Mr. [redacted] completed the booking on our site, he agreed to our Terms of Use. The Orbitz Terms of Use expressly provide:
 
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are 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 from. The Expedia Companies and the Expedia Partners have 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 authority. 
 
CheapTickets continues to stand by our original reply. CheapTickets.com only acts as a third party intermediary for airlines and any refunds must be requested and processed by the airline.
 
Again, 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,
 
Angel [redacted]
Corporate Customer Service

December 6, 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] R [redacted] (Revdex.com case number [redacted]) regarding a recent ticket. We understand from the customers complaint he is requesting a refund due his recent ticket being canceled.Our records indicate on November 29, 2016 the customer self-booked a one-way flight reservation on CheapTickets.com. The flight reservation was for one traveler and operated by [redacted], with flights departing from Bogotá, Colombia to Charlottetown, PE on November 29, 2016.Our records reflect that on November 29, 2016 the customers ticket was not able to be issued due to an complication processing the customer’s credit card. As we were unable to finalize the payment for the customers ticket, the flights were canceled. Due to this the authorization that was taken from the customers card should have been released.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 1, 2016Revdex.comComplaint Department – CheapTickets.comRe: 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 Varnita [redacted] (Revdex.com case number 11676988). We understand from Ms. [redacted]’s complaint she is requesting a refund due to Best Price Guarantee claim on a flight reservation.Our records reflect on August 10, 2016 the customer self-booked a roundtrip flight for two travelers on CheapTickets.com. The flight reservation was operated by China Eastern Airlines, with flights departing from Toronto, ON to Bangkok on April 22, 2017 and returning on May 6, 2017.CheapTickets offers our Best Price Guarantee policy as a benefit to our customers. The benefit is that we will match the price if a lower price is found online. There are many terms and conditions with the Best Price Guarantee policy. Some of the terms are as follows:• The lower price must be found and submitted within 24 hours of purchase• The Best Price Guarantee claim must be submitted online• The items with the lower price must identical (i.e. same airline carrier, same room cabin class, same flight numbers and same date and times) • All travel items must be present (i.e. matching flight and hotel to flight and hotel)The full terms and conditions of the Best Price Guarantee can be found at the link below.http://www.cheaptickets.com/info/win?id=lowPriceGuaranteeTerms&popupsD...⇄ the customers complaint we understand that she claims to have located a lower price for the same flight within 24 hours of purchasing her CheapTickets reservation. On August 19, 2016 Ms. [redacted] submitted a Best Price Guarantee claim for her flight reservation. After reviewing the customers screenshot we were able to locate at the top right corner of the screenshot the purchase date stated August 19, 2016. Due to the customer not locating the lower price within 24 hours of purchasing her CheapTickets reservation we are unable to authorize a refund of the difference.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]Tier 3 Customer Service