CheapTickets.com

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

Dear Ms. [redacted],
 
Thank you for your follow-up response, and I appreciate the opportunity to address your continued concerns.
 
Please know that CheapTickets is dedicated to making every customer experience a great experience. We do understand that it is frustrating if you see a price on a reservation that you would like to confirm, and it becomes unavailable. Inventory available on CheapTickets is also available to other travel agencies, airlines and hotels. There are millions of customers shopping throughout the day and since airline and hotel rates are based on availability, this can make rates increase very quickly with little or no notice.
 
Ms. [redacted], please be assured that CheapTickets’ goal, as a website, is to be able to offer the lowest prices possible to our customers. Offering lower prices to customers is what benefits CheapTickets as a company, not offering higher prices that a customer may not be able to purchase.
 
Ms. [redacted], we understand this is not the reply you were hoping for, but we are unable to grant your refund request.  Thank you again for the opportunity to address your concerns.
 
Sincerely,
 
Luisa [redacted]
CheapTickets Customer Relations
Chicago, IL

Initial Business Response /* (1000, 5, 2015/08/27) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the refund for a tour you purchased in connection with your trip to [redacted]. I appreciate the opportunity to review your account and respond...

to your concerns. My understanding is that you purchased the Chichen Itza Ruins Day Tour. On the morning of the tour, you stated the tour operator never arrived to pick you up. You contacted CheapTickets, and our representatives contacted the tour operator, [redacted]. They stated that they arrived at the hotel at 720am and called your room, but there was no answer. You stated, at that point you were in the lobby waiting for pickup. When our agent contacted [redacted], they stated they would not refund this tour.
On behalf of CheapTickets, I apologize for the disappointing experience. I have reviewed this, and will process a refund for a total of $210.00, back to the original forms of payment. Please allow approximately seven business days for the refund to appear on the account.
Mr. [redacted] please be assured that we appreciate your business. Thank you for reaching out to us in this matter. We hope to serve your travel needs in the future.
Sincerely,
[redacted]
CheapTickets Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Cheaptickets.com customer service is the worst, why is it taking me 5 calls to get my refund back and why is it everyone is from [redacted] and not the [redacted] Worst experience ever.

Flight Prices listed (with available seats remaining) are not the actual prices once you click purchase. In fact, they are significantly different! I called on this and was told their system was updating and to check back in an hour. 24 hrs later, they still have the bait and switch going on. Called again and was told they can't do anything about it.

June 9, 2016Revdex.comComplaint Department – CheapTickets.comRe: CheapTickets Case #: [redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.As previously advised the resolution has been provided via the Revdex.com response. Upon further verification we are able to confirm that Mr. [redacted] booked his return flights to be connecting in Washington D.C. on May 25, 2016. As no error was made by CheapTickets we are unable to offer Mr. [redacted] the ability to change his 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

buyer beware!!!DO NOT BOOK ANYTHING WITH THIS COMPANY!I booked what was suppose a to be a round trip ,nonstop flight, from LAX to RDU. When I recieved the itinerary I only looked at the departing flight which was exactly the way I booked it. A few days later I noticed that the flight back from RDU was not the nonstop flight LEAVING IN THE MORNING that I requested. It was a 1 stop flight WITH A 2 HOUR LAYOVER IN SFO that left late in the evening and arrived at 1am!!!! This is not what I booked , and is not what I paid for!!! They told me that I would have to pay $200 to change it when this was there mistake!!! Not only did I not get the flight I paid for but now there telling me I , ME , I would have to pay $200 to the airline to fix THEIR Mistake!!!! When I asked to speak to a manager the rep told me that her manager would tell me the same thing and when I then insisted to speak to a manager I was placed on hold for over an hour so I eventually hung up. DO NOT BOOK ANYTHING WITH THIS COMPANY!!!!

I recently attempted to change a returning flight I booked through this website and was quoted a price of $360 online ($350 in change fees plus the fare difference, which I knew about when I bought the ticket). When I called to confirm the change, they told me the fare was no longer available and I would have to pay $800+ to change my flight date! I know that this wasn't correct, as I searched for a flight again through their website and found that it was still the same price ($360) that I was originally quoted. Their staff is totally incompetent and refused to do anything about this. They also wouldn't allow me to cancel my ticket and use it as a travel voucher for a different trip with the same airline (which I was told I'd be allowed to do). This company is absolute [redacted] and I'd never recommend them to anyone.

August 29, 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 Heather [redacted] (Revdex.com case number [redacted]) regarding a recent ticket. We understand from Ms. [redacted] complaint she is requesting a refund for a flight reservation.Our records indicate on February 8, 2016 the customer self-booked a round trip flight reservation on CheapTickets.com. The flight reservation was for two travelers and operated by [redacted] Airlines, with flights departing from Edinburgh to Salt Lake City, UT on March 19, 2016 and returning on May 8, 2016.Our records reflect the customer contacting CheapTickets on May 8, 2016 due to missing her flight. 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 were non-refundable. Per documentation CheapTickets sent the customers confirmation email to her on February 8, 2016 at 12:53 pm after booking her flight reservation. We are able to confirm that the customer first opened and reviewed the confirmation email on February 9, 2016 at 2:11am. Upon further research, we are able to verify that in the flight overview portion of the customer’s confirmation email it states that the customers return flights will depart Salt Lake City, UT at 5:11pm and arrive in Paris one day after on May 8, 2016. Per the customers confirmation email the customers return flight was due to depart on May 7, 2016 from Salt Lake City, UT and arrive in Edinburgh on May 8, 2016. Due to this CheapTickets is not able to offer any compensation to Ms. [redacted] for missing her flights.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 flight 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

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

Complaint: 11539506
Enjoy my money and my mom's money. Unbelievable. Total crooks!
 
 
I am rejecting this response because:
Sincerely,
Tracy [redacted]

Dear [redacted],   The Revdex.com has shared with us your correspondence regarding your recent experience with CheapTickets. It is my understanding you are upset due to being advised the rate quoted for your stay at the Aulani - Disney Vacation Club Villas was...

incorrect and that you will have to pay a higher rate to keep your reservation. I appreciate the opportunity to review your account and respond to you.   On behalf of CheapTickets, I would like to apologize for your disappointing experience.   Please know your reservation is confirmed at the Aulani - Disney Vacation Club Villas and you will not be responsible for any increase in the room rate. You are only responsible for the amount you were originally quoted, $509.79 USD, and CheapTickets will be covering any additional amount collected by the hotel.   [redacted], we appreciate your business and hope you will continue to use CheapTickets in the future for your travel needs.   Sincerely,   Shalon [redacted] CheapTickets Customer Relations Chicago, IL

Dear Mr. [redacted], The Revdex.com has advised us of your complaint. My understanding is that you booked...

a flight/hotel package on our site on September 22, 2015. The day before your trip you severely sprained your ankle while jogging. You contacted CheapTickets, and the representative advised that you would be able to get a refund by supplying the medical documentation. On that Monday morning, you went to the doctor and had x-rays done. The doctor also sent over a letter with his letter head and contact information. You called multiple times and waited for a response. After waiting a week, you were told that you would not be able to get a refund. On behalf of CheapTickets, I apologize for the disappointing experience. In reviewing this booking, I show that we refund the hotel portion on September 30th. For the airline ticket on [redacted], since the fare was a penalty type, it is necessary for us to get a waiver from the airline. When an airline ticket is issued through our website, the carrier you are flying on collects the ticket funds. In this case, [redacted] collected your money for the flight, so they would need to approve a refund. I have contacted [redacted] on your behalf, and have requested a refund. There is a process that this must go through, and required our contact to go through their manager for approval. I did receive a response yesterday that they have approved the refund. They will advise us when the refund has been completed. Mr. [redacted], thank you for reaching out in this matter. Please be assured that we appreciate your business. Sincerely, [redacted] CheapTickets Customer Relations

November 16, 2016Revdex.comComplaint Department – CheapTicketsRe: 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 flight reservation. We understand from the customers complaint she is requesting a refund of the unused [redacted] Airlines ticket.Our records indicate on September 25, 2016 the customer self-booked two one-way flight reservations. The customer departure flights were operated by [redacted] Airlines and were scheduled to depart from Atlanta, GA to Miami, FL on October 6, 2016. The customer return flights were operated by [redacted] Airlines and were scheduled to return from Miami, FL to Atlanta, GA on October 10, 2016.Per the customers confirmation email:Your roundtrip flight consists of two one-way fares which are subject to their own rules and restrictions. If one of your flights is changed or cancelled, it will not automatically change the other flight. You may incur a penalty fee for each flight for additional itinerary changes.On October 6, 2016 the customer called customer service to cancel her flight reservation due to the recent hurricane. The agent assisted Ms. [redacted] cancel her outbound flight operated by [redacted] Airlines and due to authorization from [redacted] Airlines we processed a full refund for the reservation. Based on the fare rules agreed to at the time of booking, the customers [redacted] Airlines flights stated to take any action on the reservation, the customer had to contact them directly. As [redacted] Airlines tickets are non-cancellable and non-changeable we do not have access to the customers tickets. Due to this we advised the customer to contact [redacted] Airlines directly to make alterations to the tickets.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 a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies. The customer booked one roundtrip ticket with [redacted] Airlines who was the merchant of record, and the companies that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations.Due to this we advised the customer to contact [redacted] Airlines directly if she is requesting additional compensation. 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

This company is horrible to work with. I purchased my tickets online and the total came up to $1674.60 for 3 airline tickets, when I hit "Book Now" it said the trip had been booked and the total was $2043.60!! Nowhere did it ever say there would be more fees! So I immediately called them and they cancelled it for me. The representative told me several times that the money would be available immediately (because I needed to purchase the tickets that night). Well, guess what? It won't be available for 3-7 business days! So now, I don't have money to book my trip. I've been on the phone with them for 3 hours and counting now. They have hung up on me once, and now I am on hold because there is an hour wait for a supervisor and there is absolutely nobody in the office that is above these reps. I don't know what to do now. I've never had this much frustration dealing with a company. ever. I will NEVER use cheaptickets.com again.

August 4, 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 Antonela [redacted] (Revdex.com case number 11574785) regarding a recent ticket. We understand from Ms. [redacted]’s complaint he is requesting a refund for a flight reservation.Our records indicate on June 13, 2016 the customer self-booked a round trip flight reservation on CheapTickets.com. The flight reservation was for two travelers and operated by [redacted] Airlines, with flights departing from New York, NY connecting in Istanbul and arriving in Tirana August 6, 2016 and returning on August 21, 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. As [redacted] 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 non-refundable with a change penalty fee of $135 per passenger.We have confirmed that on July 16, 2016 the customer contacted CheapTickets to cancel their flights and request a full refund. Per the documentation the customer was advised of the fare rules and declined to cancel the ticket.As an effort to advocate on the customers behalf we reached out to [redacted] Airlines on August 4, 2016. We were advised that there is no policy in place for flights departing in August therefore at this time they are unable to authorize a full refund of the customers flights.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 flight 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,Hayden [redacted]Tier 3 Customer Service

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

November 30, 2016Revdex.comComplaint Department – CheapTicketsRe: 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 Yun [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from the customers complaint they are unhappy about a submitted best price guarantee claim and requests for their reservation to be reinstated.Our records indicate that the customer has sent multiple Best Price Guarantee claim for multiple itineraries from different accounts. Per the Best Price Guarantee terms and conditions that were agreed to upon submitting the claims:Three (3) sets of $50 in CheapCash as the result of a Price Pledge claim per customer per calendar month (regardless of the number of accounts used by the customer or the number of bookings made by the customer).As the customers reservations were canceled we are unable to reinstate the reservation. Therefore we are also unable to validate the customers Best Price Guarantee claims or issue CheapCash for the 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,Hayden [redacted]Tier 3 Customer Service

Dear [redacted],   The Revdex.com has shared with us your correspondence regarding your recent experience with CheapTickets. It is my understanding you are upset due to being advised the rate quoted for your stay at the [redacted] - Disney Vacation...

Club Villas was incorrect and that you will have to pay a higher rate to keep your reservation. I appreciate the opportunity to review your account and respond to you.   On behalf of CheapTickets, I would like to apologize for your disappointing experience.   Please know your reservation is confirmed at the [redacted] - Disney Vacation Club Villas and you will not be responsible for any increase in the room rate. You are only responsible for the amount you were originally quoted, $1529.38 USD, and CheapTickets will be covering any additional amount collected by the hotel.   [redacted], we appreciate your business and hope you will continue to use CheapTickets in the future for your travel needs. Sincerely,
[redacted] CheapTickets Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2014/07/11) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence pertaining to your event tickets were not at will call upon your arrival to pick-up your tickets. On behalf of CheapTickets, we apologize for any...

inconvenience this has caused, and I appreciate the opportunity to review your account and respond to your concerns.
Upon reviewing your account, we do show that all information was forwarded to the broker and the will call for pick-up was confirmed. We certainly apologize that there were problems upon your arrival, and a full refund in the amount of $104.88 has been processed. Also, due to any inconvenience this has caused, a 50% credit towards your next booking has been placed on your account. The credit notation has been placed on your original order. When you make a new reservation, you can email us directly at [redacted]@ticketevolution.com or contact us at XXX-XXX-XXXX to request the credit.
Mr.[redacted] we apologize again for the disappointing experience. We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
CheapTickets Customer Relations