CheapTickets.com

Initial Business Response /* (1000, 5, 2014/05/06) */
Dear Ms.[redacted]

The Revdex.com has shared your recent correspondence pertaining to your insurance claim with [redacted]. I appreciate the opportunity to review your account and respond to your concerns.
We certainly...

apologize for your disappointment in the response time with [redacted], but please know that [redacted] is a third party vendor. All documentation regarding a claim is forwarded directly to [redacted], and CheapTickets is not involved with claim information. This is handled solely by the insurance provider.
Ms.[redacted] I have contacted [redacted] on your behalf and advised them of your concerns, but to ensure that they have all of the information needed to review your claim, this is something that must be addressed with [redacted]e directly.
Ms.[redacted] thank you again for the opportunity to address your concerns. We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
CheapTickets Customer Relations

April 26, 2016
"Arial","sans-serif";">Revdex.com
CheapTickets.com
Complaint Department
Re: CheapTickets.com Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact CheapTickets.com regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  CheapTickets.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
CheapTickets.com is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding flight reservations. We understand the customer is requesting a refund.
Our records indicate that on February 8, 2016, you contacted CheapTickets via email to request a refund in the amount of $2,616.84 for cancelled flight itinerary [redacted]- [redacted]. You had booked new flight reservations – itinerary [redacted] – for travel on Singapore Airlines, departing June 9, 2016, from Houston, Texas to Manila, Philippines, and returning July 1, 2016, for three passengers, for a total amount of $2,886.62
On April 25, 2016, CheapTickets processed a refund for itinerary [redacted] in the amount of $2,616.84 back to your original form of payment used for the new itinerary [redacted]. The amount of time it takes to receive a refund depends on how quickly your bank processes refunds, generally 3-7 days.
We hope that with the information provided, we have addressed all of your concerns and look forward to assisting you further with your future travel needs. 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,
Nicole [redacted]
Tier 3 Customer Service

Dear Mr. [redacted],
 
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The Revdex.com has shared your recent correspondence pertaining to the cancellation of your hotel booking at the [redacted] under CheapTickets record locator [redacted].  On behalf of CheapTickets, I apologize for your disappointment, and I appreciate the opportunity to review your account and respond to your concerns.
 
At CheapTickets, hotel rates and availability are loaded to our website either by the property directly or their respective company they have chosen to provide this service on their behalf.  Unfortunately, we were notified that some rates were incorrectly entered for your travel dates, and it would be required that the difference in cost be charged at the guests time of arrival.
 
Once we were made aware of this situation, notifications were forwarded to any customer affected so they were aware of the situation, and provided the rate difference that would be collected by the property upon your arrival.  If a customer was not comfortable with the new rate, a refund of the booking would be provided. 
 
Mr. [redacted], as we had not received a response, the booking was canceled with a refund provided.  The refund has been processed, and we are unable to reinstate that booking.  Nevertheless, as a gesture of our sincerity, CheapTickets would like to offer you a $300 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 [email protected].  Please reference case number 6178771 and my letter offering the $300 future travel voucher in your request.  CheapTickets will then issue a credit to the card used for the new booking.  This offer is valid until July 29, 2017.
 
Mr. [redacted], we wish that we could provide a more favorable response.  We do appreciate your business, and hope that we have a future opportunity to serve you.
 
 
Sincerely,
 
Charlotte [redacted]
CheapTickets Customer Relations
 
 
 
 
 
 
 
Tell us why here...

Reserved and paid vacation package with flight and hotel. Arrived at airport to find that flight was not ticketed, Cheap Tickets had cancelled our reservation without letting us know and for no sensible reason. We had a printed itinerary and our hotel reservation was not cancelled, so they had payment for both items. Called them, no sensible explanation, no recourse. Had to pay for flights ourselves and spend more money and lose time at destination.

May 24, 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 the customers complaint she is unhappy about the customer service received while changing her recent flight reservation. On May 24, 2016, we attempted to contact Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but the customer was unavailable.Our records indicate on April 9, 2016 the customer self-booked a round trip flight reservation on CheapTickets.com. The flight reservation was for one traveler and operated by [redacted] Airways, with flights departing from Dallas, TX to Boston, MA on April 25, 2016 and returning on May 6, 2016.On March 30, 2016 the customer called customer service to change her return flight from departing on July 17, 2016 to be departing on July 16, 2016. 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 $90 per passenger that would be charged. In addition, the customer would be responsible for any difference in fare. Changes made 60 days or more prior to the departure of travel of the changed segment the applicable change fee will be changed to $70. At the time the customer called to change the reservation the customer was inside the 60 day window meaning she would have to be charged $90 to change the reservation.On May 24, 2016 CheapTickets contacted [redacted] Airways and was advised that the customers reservation was never changed. Due to this the customer retains a $33.10 with [redacted]. This credit must be utilized within 1 year from the original booking date. After further research into the customer’s account we are able to verify that a $25 coupon was issued into the customers guest account. Per our coupons terms and conditions only permanent accounts are able to accommodate coupons. Due to this inconvenience CheapTickets has placed a $50 CheapTickets Travel Coupon into the customers permanent account for use on a future trip. This coupon is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package.  The coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter.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

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

I booked a trip for May through your website in January - I also purchased the "insurance" for the ticket at the same time. A very good friend of mine happens to be getting married on the same day as my return flight. When I realized I would not be back in time for her wedding I contacted your company to change my flight to an earlier time. I was told that it would be an additional $200 PLUS the flight. When I asked why I had to pay an additional $200 I was told that it was [redacted] that is charging the fee. When I contact [redacted] to try and work directly with them, I was told that it was "Cheap Tickets" who was charging me the fee. Which is it? YOUR COMPANY or **? I have never been so disappointed with a booking agency than yours. When I contact the insurance company (at the suggestion of your team) I got no where. This has been the worse experience and frankly your policies are unfair. I literally want to change a flight from evening to morning and you expect me to pay a change fee of $200?! It's ridiculous. The flight is not for another month. I would expect a change fee of that amount in the mount that I was flying but not 6 weeks out! I will never use your services EVER again and I will be sure no one I know ever does either.

Dear Revdex.com,Thank you for taking the time to contact CheapTickets.com regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  CheapTickets.com is disheartened the...

customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.CheapTickets.com is responding to the consumer complaint from Megan [redacted] (Revdex.com case number [redacted]) regarding booking reservations. We understand the customer encountered fluctuations in pricing prior to completing their booking.The CheapTickets website works from a real-time airline reservations database that contains current ticket prices and availability. The database is updated regularly as fares change and seats are sold. Please be advised that airlines routinely change their prices. In addition, they limit the number of seats available for discounted fares; as the discounted seats sell out fast, those airfares are no longer available. Consequently, it is possible that a specific fare that is available when you begin planning your trip will no longer be available when you try to confirm the seats. Airfares are subject to change until you have purchased your tickets, and your reservation is confirmed.CheapTickets strives to offer the most competitive prices to our customers with the largest base of inventory available online. CheapTickets is visited by millions of customers each day, who view and purchase our inventory thus making flight and hotel pricing as well as availability change consistently. The CheapTickets website works from a live inventory system, similar to the airlines, and when published inventory is purchased; the price can change. The change can occur at any time during the booking process; however, CheapTickets makes every effort to update the pricing of our published inventory as often as possible.  The airlines offer different classes of service with varying price points for each seat. As an example, an airline may have three seats available at a cost of $200.00 per seat and once those seats are sold, the airline sells the next set of three seats at a cost of $250.00 per seat. The cost increases as additional seats are sold as the demand increases. The CheapTickets website can only confirm up to six passengers on a single itinerary, similar to the airlines' booking systems. We sincerely regret any confusion this may have caused your travel plans.We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting her further with her future travel needs.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Luisa [redacted]CheapTickets Customer RelationsChicago, IL

Dear [redacted]
The Revdex.com has shared your complaint regarding an airline booking.
My understanding is that you booked an airline reservation for your boyfriend, but later
that week when you checked the trip confirmation, you noticed that the ticket was in
your...

name. When you contacted our Customer Service line, you were advised there was
nothing that could be done.
On behalf of CheapTickets, I apologize for this inconvenience. We have reviewed your booking
session from October 16th. I am attaching a screen shot of both the name page and the confirmation page which shows your name as the traveler. During the booking session, you must actually change the traveler's name in the box to the name of the person who is flying. The trip confirmation page also shows that it was your name as the passenger. After the booking is made, we email a trip confirmation to you so that you may review the details. If anything is incorrect, you are able to call us back, and we will do a courtesy cancel, as long as you contact us within 24 hours. Since you did not contact us within this time frame, we are unable to refund or make name changes to the ticket.
[redacted], I wish I could provide a more favorable outcome. Thank you for reaching out in this
matter.
Sincerely,
[redacted]
CheapTickets Customer Relations
(Booking session for Isabella Koenig.docx)

I have booked 4 trips with Cheaptickets, recommended them to others and now they will not refund my husband and I because the hotel they work with refuses to refund us. We were supposed to be staying in a cabin in the Smoky Mountains for our honeymoon when FOREST FIRES broke out. We never got to that cabin we booked through Cheaptickets because not only did the owners not get back to us about what was going on for 12 hours after we were supposed to check in, highways were closed and we saw on the news people were being evacuated to shelters. This was our honeymoon. Not only did we have to re-book the entire trip because of uncontrollable forces (we feel for the people in Gatlinburg who lost property and loved ones, please don't get that wrong), this whole experience with Cheaptickets and the cabins has reminded us that the world is full of unkind, uncaring people.

Dear Ms. [redacted],

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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

December 28, 2016
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Revdex.com
Complaint Department – CheapTickets.com
 
Re: CheapTickets Case #: O-[redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact CheapTickets.com regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. CheapTickets.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
CheapTickets.com is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding car rentals billing issues.
Our records show on February 13, 2016, Mr. [redacted] self-booked a [redacted] car rental reservation via itinerary # [redacted] in the amount of $305.96. Also, on November 7, 2016, Mr. [redacted] booked another [redacted] car rental reservation via itinerary #[redacted] in the amount of $271.62. The customer has reported that upon picking up each of the car rental, [redacted] reported them as missing reservation and was forced to pay for two new rentals. Mr. [redacted] is requesting a full refund for each of the car reservation booked with CheapTickets that were not honored by [redacted]. 
CheapTickets.com regrets that [redacted] rentals did not honor the original rates provided on our website at the time of booking. At this time, we are requesting Mr. [redacted] submit a copy of the bank statements showing all the charges made by CheapTickets and [redacted]. The customer may submit the information through the complaint submission on the Revdex.com website. Upon receipt of this information we will further assist him in resolving this issue.
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]
Corporate Customer Service

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11567504, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Dear Mr. [redacted]   The Revdex.com has shared your recent correspondence pertaining to your...

hotel refund.  On behalf of CheapTickets, we apologize for any confusion, and appreciate the opportunity to address your concerns.   After reviewing your account, I show the reservation was canceled by our Revenue Protection Department due to issues they encountered with the credit card.  The reservation was canceled, and a refund was processed to the credit card on file on December 21, 2015.  The refund should post to the account within 3 to 5 business days.     Mr. [redacted] thank you again for the opportunity to address your concerns.   Sincerely,   [redacted] CheapTickets Customer Relations Chicago, IL

Complaint: [redacted]
I am rejecting this response because: I received email advertisements from Cheap tickets offering a particular sale price,then was offered  continued sales prices once I began booking until it came time for payment, at which point the fares changed. This process went on for the the three days I was searching for their advertised sale prices. In these times of technology I cannot believe that Cheap tickets cannot update their website according to the fares given by airlines they represent. Furthermore, their web design is such that after all the time you spend searching for a flight and entering all your personal information is the point at which the rate is declared changed. I find this to be misleading and manipulative to the customer. The three days I worked on securing a flight this rate change phenomenon  occurred and most likely continued for many  more days. I am sure that cheap tickets has the capability to update to the current pricing in the time frame that I was searching. The advertisement continued to be the lowest fare for the whole week and yet the actual price kept going up, but they neglected to change their advertising via emails and also on the website. I find this to be an unconscionable practice of deceit!
Sincerely,
Megan [redacted]

Dear [redacted]The RevDex.com has shared your recent correspondence with CheapTickets so that we may
assist you further. I appreciate the opportunity to address your
concerns. I was unable to locate your
account with the email address used to forward your correspondence....

If you would
please forward me the CheapTickets record locator and the email address used to
confirm your booking, I will be happy to review. Thank you, [redacted]CheapTickets Customer
RelationsChicago, IL

Initial Business Response /* (1000, 5, 2015/05/28) */
Dear[redacted]
The Revdex.com has shared your recent correspondence pertaining to your refund request on the [redacted] Airline due to a family emergency. On behalf of CheapTickets, I apologize for any confusion, and appreciate...

the opportunity to review your account and respond to your concerns.
I have reviewed your reservation history to better understand the nature of your concerns. Upon reviewing your account, our records show you were requesting a refund of the return portion of [redacted] ticket due to falling ill while traveling. Furthermore, we see that you also sent documentation from the hospital in the attempts to have [redacted] Airline refund your return portion of the ticket.
First, I would like to explain how a refund on a partially used round-trip ticket is handled by the airlines. The ticket in question is partially used. Even if a refund is being allowed on a partially used ticket, the amount of the refund is based on the price of a one-way flight on the date the refund is being processed. If the new one-way rate is higher than the initial charge for the unused portion of the ticket, there would not be any funds available for refund. As the ticket was reserved as a round trip, even on a refundable ticket, the refund amount is not half of what you paid. It is based on a new one-way fare.
[redacted], we certainly regret the information that you feel you were provided by [redacted] Airlines regarding your refund request; however, there is confusion on what has occurred on your reservation. Since the refund request was only on one of the two tickets reserved, the ticket you wished to cancel needed to be divided from the passenger's ticket that was still traveling. If the record is not divided, both tickets would get canceled. The $40 charge from [redacted] that they advised you of was not a charge to allow a refund to be processed. Because of the frequent-flyer information attached to the record, it was not letting our system divide the reservation. We contacted [redacted] and asked them to release this, but it was still showing attached in our system. They were going to charge us to process the divide. Again, this is not a $40 fee that we could pay so that you could receive a refund.
We have contacted [redacted] several times to request a refund on your behalf, but they have been denied. On [redacted] 22, 2015, CheapTickets contacted you via email advising that [redacted] denied your request for a refund, "as your non-refundable ticket did not qualify for a refund exception." On your behalf, I called [redacted] Airlines today to follow up on your refund request, and was advised again by a [redacted] agent that they will not allow a refund. The agent did advise of two options; the first was that [redacted] can refund the taxes on the return portion, but this would make the ticket unusable for future travel. The second option, is to rebook your ticket at a later date with the airlines change fees and any fare difference by calling CheapTickets Customer Service at [redacted]. If calling from outside of the United States, please call X-XXX-XXX-XXXX. [redacted] fare rules include that your flight must be completed by March 14, 2016.
[redacted], we do empathize with your situation, and your request has received every consideration; however, airlines do not always allow refunds to be processed, even when there is a medical situation. CheapTickets is not in a position to grant your refund request. We do understand and empathize that there was an illness, but as a travel agency, CheapTickets does not hold the funds for the ticket reserved, and are required to follow all airline rules and restrictions.
We regret our response cannot be more favorable. We do value your business, and hope to have a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
CheapTickets Customer Relations
Chicago, IL

Dear Eboni, 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; then called to have the credit from a canceled trip applied to that booking. You are upset because you found this could not be done. I appreciate the opportunity to review your account, and respond to your concerns. On behalf of CheapTickets, I sincerely apologize for the disappointing experience, and the inconvenience this has caused. Please know in order to use a credit from a canceled trip; you must call CheapTickets and have them book the new reservation; so they can apply the credit. Once you have made a reservation online; there is no way to go back and apply the credit, as this is considered a new booking.   You still have a future credit on [redacted] Airlines in the amount of $146.60. When you are ready to rebook; you will need to contact our customer service department. You will be responsible for the airline penalty fee of $90, plus any additional fare. The credit has to be used by the same passenger, and on the same airline.   However, the reservation for the [redacted] Airlines portion of the itinerary has a $200.00 change, plus any fare difference. As the original booking amount was for $119.60, the change fee is greater than the ticket value; therefore, this ticket no longer has any value.   Eboni, in order to provide our customers with the best possible fare rates and availability, Cheap Tickets offers Combined One Way fare flight reservations. These reservations include two one way flight reservations priced together on one itinerary. At the time of booking the customer is advised that they will have two separate flight reservations, and each will have their own separate set of terms and conditions and separate change fees from each of the airlines.   Cheap Tickets, as a travel agency, 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.  Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved.    [redacted] Airlines and [redacted] Airways were the operating carriers and merchants of record. You were charged by each airline directly, not CheapTickets. The change fees and increases in airfare are set and also collected by the airline. We hope you understand that we must abide by the terms and conditions set forth by airlines.    During the booking process, we make every effort to ensure that our customers have a clear understanding of their selections, and of the terms and conditions associated with the travel items they are purchasing. We provide your selection details on several pages for your review, including the final payment screen. When acting as their own travel agent it is each customer’s responsibility to review the details of their itinerary prior to finalizing any reservation.   Eboni, unfortunately, we are unable to offer a refund on a non-refundable ticket that the terms and conditions were advised correctly. We appreciate your business, and we hope to have an opportunity to serve you in the future.   Sincerely,   Jeanna [redacted] CheapTickets Customer Relations Chicago, IL

April 8, 2016 Better Business...

Bureau Complaint 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 Hassan [redacted] (Revdex.com case number [redacted]). We understand from Mr. [redacted]’s complaint he is requesting a refund due to Best Price Guarantee claim on a flight reservation. Our records reflect that on March 21, 2016, the customer self-booked a one way flight reservation on CheapTickets.com for a total of $67.85. The flight reservation was for one traveler and operated by Air Canada, with flights departing from New York to Toronto on October 17, 2016. We have confirmed that the customer emailed our customer service with a Best Price Guarantee claim after locating a flight for a total price of $64.85. After further review of your submission we are able to confirm the information provided for the Best Price Guarantee claim. We would like to apologize for the inconvenience Mr. [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 April 8, 2016 a refund of $3.00 was processed to the customer’s original form of payment along with $50 of cheap cash added to the customer’s account. 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, Hayden [redacted] Tier 3 Customer Service