CheapTickets.com

Dear Mr. [redacted],

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The Revdex.com has shared your recent correspondence pertaining to a notification received asking you to contact us directly as your flight had been canceled.  Due to the email received, you are requesting that a full refund be processed on the ticket reserved.  I appreciate the opportunity to review your account and respond to your concerns.

Upon reviewing CheapTickets record locator PBCTIX5432245874, I show that this booking was reserved via our online service on August 20, 2015 for travel to being on August 22, 2015.  When a flight time approaches, airlines can start posting gate change information, possible delays or cancellations.  However, this information can quickly change, and is provided by the airline directly.

Upon reviewing your account, I do not show that the cancellation was processed, and was not updated on your account.  We do as a customer to contact us regarding these alerts so that they can be verified with the airline.  If the change or cancellation is verified and no suitable options are available, the airline must approve a refund.  There are stipulations on a change before a refund can be offered in these situations.

Mr. [redacted], Iberia/Vueling traveled the flights as scheduled, and your refund request was declined by Iberia. It would have been necessary to either contact us or the airline directly to ensure the cancellation would stand, and if there were any other available options.

Mr. [redacted], we certainly apologize for any confusion this has caused, but we would not be able to grant your refund request.  We are not showing that we were contacted regarding this issue until September 22, 2015, which was after the scheduled flight had taken place.  Please understand that [redacted] does not hold the funds for the ticket reserved, and Iberia has declined your refund request. 

Thank you again for the opportunity to address your concerns.

Sincerely,

Charlotte [redacted]
CheapTickets Customer Relations
Tell us why here...

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 Esther [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted] complaint she is requesting compensation for an airline schedule change.Our records indicate that on August 02, 2016 the customer self-booked a flight reservation for one travelers. The customers flights were operated by [redacted] Airlines, departing from Baltimore, MD to Miami, FL on November 22, 2016 and returning on November 27, 2016.From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, 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. [redacted] Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. CheapTickets has no control over when, or how often, airline initiated schedule changes occur. CheapTickets cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies. Only the airlines can make changes to flights. These changes are not related to the type of ticket purchased or the company it was purchased from. Airlines rarely tell CheapTickets why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues. To ensure the customer still retains a flight and is able to get to their desired destination CheapTickets must accept certain changes made by the airlines. We are able to confirm that the schedule change was initiated on August 21, 2016 the customers outbound flights time was changed. The same day an email was sent to Ms. [redacted] which was accepted. As a result of the airlines changing the customers departure time we are able to verify that via CheapTickets.com the customers itinerary reflected the changes made.On December 6, 2016 CheapTickets contacted [redacted] Airlines to advocate on the behalf of Ms. [redacted] in regards to a refund. We were advised that upon arriving at the airport at November 22, 2016 the customer was able to exchange the ticket allowing Ms. [redacted] to full utilizer the ticket. As the customer was able to fully use the tickets value we are unable to refund 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,[redacted]Tier 3 Customer Service

Dear Mr. [redacted],
The Revdex.com has shared your recent complaint regarding a package
booking. My understanding is that you were not aware that the resort had an extra
fee that was not included in the original total. You are stating that the confirmation
for the booking...

had stated, "taxes and fees included."
On behalf of CheapTickets, I apologize for the confusion. If you can please respond and
give me the CheapTickets record locater confirmation for your booking, as well as the email
address on the CheapTickets account that the booking was made in, I will investigate and
get back to you.
Thank you for reaching out to us in this matter.
Sincerely,
[redacted]
CheapTickets Customer Relations

Initial Business Response /* (1000, 5, 2014/06/27) */
Hi Ms. [redacted]
Thank you for contacting CheapTickets via the Revdex.com. We appreciate the opportunity to review and respond to your inquiry.
I understand that you have not been able to redeem your $100USD voucher....


Ms. [redacted] upon review of your member account, I found the voucher had been previously denied because redemption was requested for the incorrect brand. Please understand, vouchers are issued for specific incidents and only valid for qualifying/eligible bookings- as stated in the voucher redemption instructions. Further, vouchers are only valid for 1 year from the date of issuance. Requests made after voucher expiration are not able to be honored. We apologize for any misunderstanding in this regard.
Please know I found that you had been issued voucher credit of $100USD on June 25, 2014 by our Service Center. The full voucher amount has been used. Therefore further credit is not possible. Please know credit to card ending [redacted] should process within 5 business days; and post/appear to the credit card statement within 1 to 2 billing cycles; depending on your bank. Please do let me know if credit is not received of if you have any further questions in this matter.
Thank you for sharing your concern. CheapTickets values your business and we hope to have future opportunity to serve your travel needs.
Sincerely,
[redacted]
CheapTickets Customer Relations
Chicago, IL

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11547998, and find that this resolution is satisfactory to me.
Sincerely,
Kelly [redacted]

December 5, 2016Revdex.comComplaint Department – CheapTicketsRe: CheapTickets Case #: O-[redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]-[redacted]. We regret to hear Ms. [redacted]-[redacted] did not accept our response and/or resolution offered.Per the customers complaint, we understand that Ms. [redacted]-[redacted] believed that she was able to be refunded for any reason. When Ms. [redacted]-[redacted] purchased the insurance via CheapTickets.com she agreed to the policy’s terms and conditions. Per the terms and conditions of the customers that were agreed upon. • First, contact Customer Service at 1-[redacted] to change or cancel your flight.  The airline will refund your flight in the form of travel credits with that airline.  You may then use those credits to purchase a new ticket on that airline.  When you redeem those travel credits through [customer service] the airline will apply a change or cancellation fee in accordance with its redemption policy. We sincerely regret that we are unable to offer a more satisfactory response or resolution to Ms. [redacted]-[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 our customer with the necessary information related to her flight purchase before our system asked Ms. [redacted]-[redacted]’ to complete the reservation online.We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Corporate Customer Service

October 13, 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 the customers complaint she is requesting a full refund of the package.Our records indicate on August 9, 2016 the customer called CheapTickets to book a package reservation for one traveler. The customers round trip flights were operated by [redacted] Airways, departing from Baltimore, MD to Boston, MA on August 13, 2016, and returning on August 14, 2016. The customer also purchased Economy 2/4Door Car with [redacted] Car Rental. The car is due to be picked up on August 13, 2016, in Boston, MA and returned to the same location on August 14, 2016.The customer called CheapTickets customer service on August 10, 2016 to cancel the car reservation. The agent assisted the customer in canceling her car reservation issuing a full refund of the car reservation. The customer called again on August 10, 2016 to price match her flight reservation. Finally on August 11, 2016 the customer called customer service due to [redacted] claiming her reservation wasn't confirmed. During the call our agent advised that the flight was indeed confirmed. 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. Due to this CheapTickets reached out to [redacted] to request a full refund of the reservation. They advised that since the reservation was no-showed they are unable to authorize a refund nor any use of credit.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

Complaint: [redacted]
I am rejecting this response because:
I don't actually want to reject this response, but rather, I want to correct their incorrect information. I have already been contacted by CheapTickets and they found a way to refund me the amount of $152.00.
So while I have no reservation number or any of the other information that their response requested, the matter has been resolved otherwise.
Sincerely,
Sam [redacted]

My trip is in 23 days. I called my hotel to verify the european outlet converter and they let me know ties were cut with the hotel that was booked with my package and I was never notified. Cheap tickets did not want to take responsibility. Took 2 hours on the phone for them to request I book the same exact hotel on Hotels.com. The supervisor had the audacity to tell me she was going to cancel my trip all together. They said they would reimburse me for my new reservation and it would take 5 business days for reimbursment. Nothing is in my account from them and now they are saying they "dont see" my proof of reciept from Hotels.com. They do not care about their customers. They are making this trip an absolute headache.

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

Don't ever book anything with them. They do not have the best price and they dont give a rats [redacted] about thier customers at all. Rude and incompetent.
I even asked or thier names and they have not given it to me. I will be telling everyone I know about thier horrible business and every review site I can find.
I am still on hold. It has been 4 hrs.
They made a mistake wit my flught shcedule but all they can say after 3 phone calls. 3 representatives is "there is nothing we can do" and I still get stuck with the charge. What the hell!!!
I had to speak to 3 different people at 3 different call service center who, all of then could not connect with each other to figure out the same problem only to tell me after hrs of holds, the same "solution"

Initial Business Response /* (1000, 5, 2014/03/12) */
Dear Mr. [redacted]
Thank you for contacting CheapTickets via the Revdex.com. We appreciate the opportunity to review and respond to your inquiry.
I understand from your comments that two separate CheapTickets...

reservations were purchased, and confirmed. However, they then were subsequently cancelled by CheapTickets, and after several hours of calls, you've received no refund and no tickets for travel. You're requesting tickets and compensation of $1000USD for your time.
Mr. [redacted] while we sincerely regret any customer's dissatisfaction, compensation for your time, in the amount requested is not possible. We do show that you were promptly advised via phone and email regarding both the cancellations, the reason for cancellation, and the refund. In addition, the second reservation is in use. Regrettably, while we understand your frustration, your $1000USD compensation request must be denied.
As you mentioned, from a review of the CheapTickets reservations located under the member account [redacted]@gmail.com, I do see that CheapTickets reservation PBCTIXXXXXXXXXXX and PBCTIXXXXXXXXXXX were booked for traveler[redacted] However, as you've mentioned, both reservations were subsequently cancelled; due to a "transaction security" issue.
Please understand, our records show that CheapTickets reservation APXXXXXXLMR0GY36, booked February 21, 2014 was cancelled due to a credit card issue. Regrettably, fraud was detected and therefore, as you were advised, the reservation was immediately cancelled March 1, 2014. However, as Revenue Protection/Fraud requested from the cardholder, the proper verification was later provided and the itinerary was "reinstated" . Currently we show that tickets XXXXXXXXXXXXX-XXX are currently in use by Mr.[redacted] No refund is due for this reservation.
Therefore, CheapTickets reservation APXXXXXXK[redacted], booked on March 4, 2014, as an exact duplicate of the original reservation, was no longer needed. This reservation was cancelled, on the very same date, March 4, 2014; and refund immediately processed. No further refund is possible as all funds regarding this reservation have been credited.
Mr. [redacted] while a refund is not possible for the above reservations, as one is currently in use and the other has been refunded; and the reason for cancellation was unavoidable - fraud is a severe matter; we take account security seriously; I can appreciate your frustration with CheapTickets. Please know that our goal is for customers to have seamless booking-to-travel experiences, and it is clear in this case we failed to meet expectations.
Therefore, in light of your dissatisfaction, I am able to offer a $200USD CheapTickets Prepaid Hotel or Vacation Package Future Travel Vouchers for Mr.[redacted] Our voucher is offered as a gesture of goodwill and final resolution to your concern. Please know if accepted our voucher is valid until one (1) year from date of issue; only valid for qualifying CheapTickets.com bookings; and redeemable "post purchase". The voucher would be credited to the card used for the "new reservation". All voucher redemption requests are processed via email.
Mr. [redacted] please let me know if you have any further questions or concerns; and if you will accept our resolution offer.
Thank you for sharing this event for our review. Please be assured, CheapTickets values your business and we do hope to continue to serve your travel needs.
Kind Regards,
[redacted]
CheapTickets Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr[redacted]is my son
I was the one who spend this aggravation and time and still I do not accepts the reason that my ticket was cancelled as valid ( because if the reason is fraud you should have notified my right away and not have to go trough this whole process
and my son doesn't go to hotels or vacation packages therefor this is not a compensation for me
If you can get me a 200 credit for any airline ticket for any passenger [redacted] by cheap tickets then I might consider this
Final Business Response /* (4000, 9, 2014/03/20) */
Mr. [redacted]
I do understand your frustration, as the 'booker' you expected to be contacted with any issue regarding the reservation. However, please know, upon booking, the customer has the option to indicate the email address for notifications, and thereby also indicates the CheapTickets Member Account associated with the reservation.
Regrettably, in this case, you are not the noted CheapTickets Member for the account, the traveler, or the card holder for either purchase.

Please understand, the CheapTickets did immediately notify the proper contact when the "alert" was established. This fraud /security action is not just "in-house" to CheapTickets but also a function of the customer's financial institution. While we do sincerely apologize for any frustration and/or inconvenience, any possible issue regarding security must be investigated and resolved.
CheapTickets appreciates your patience during this unfortunate event. In answer to your request for direct compensation, as I mentioned, the voucher is "post-purchase"; therefore, regardless of the traveler/booker - the request must be sent indicating the specific voucher issued to be "redeemed". If you would prefer the voucher to be issued under your name, [redacted] and that is agreeable with Mr.[redacted] the traveler and CheapTickets member, I am able to oblige your request. I'd just need your affirmative acknowledgement that our final resolution offer is amenable/accepted; and that you have permission to agree/accept on behalf of Mr.[redacted]

Mr. [redacted] thank you for your consideration. I remain hopeful of your response to our offer. Please be assured CheapTickets values your business and we sincerely hope for future opportunity to serve you and your family.

Kindly,
[redacted]
Orbitz Customer Relations
Chicago, IL

Initial Business Response /* (1000, 5, 2015/05/15) */
Dear[redacted]
The Revdex.com has shared your recent correspondence with CheapTickets regarding a promo code that was entered, but the discount was not given. I appreciate the opportunity to review your account and respond to...

your concerns. On behalf of CheapTickets, I apologize for the disappointing experience.
Please know some hotels do not accept our promo codes. After reviewing your reservation, I have found the Bay Breeze Inn is not eligible to use a promotion code. If the hotel had been eligible to use the promotion code, under the price it would state, "Promo Code Eligible."
[redacted], I do see you are a Loyalty Member with a current balance of $0.00. Our Loyalty program is meant to emphasize our commitment to you, and we remain hopeful you will continue using CheapTickets for your travel planning needs. Due to the confusion, I have added $100 in CheapCash to your account. The CheapCash is available for you to use immediately toward a prepaid qualifying hotel.
[redacted], thank you for allowing me to review this situation with you. We appreciate your business, and we hope to have an opportunity to serve you in the future with your travel planning needs.
Sincerely,
[redacted]
CheapTickets Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The promo code [redacted] was included in that specifically hotel and that is the reason I chose the hotel and I confirmed it with one customer representative you can listen to the conversations. I don't want any money put into the account due to I am not planning to do business with cheap tickets.com anymore . The only thing I want it is my 19% redound as it was promised. That is called false advertising
Final Business Response /* (4000, 9, 2015/05/19) */
Dear[redacted]
Thank you for your quick response.
At CheapTickets, we understand the importance of our website accurately processing all of our customer's requests. To ensure the accuracy of our website, we do keep logs for our review.
Upon reviewing the website logs of your booking, we show the promo code[redacted] was entered. However, this promo code was no longer valid. We do not show the promo code [redacted] was ever offered.
Please know I have removed the $100 reward points from your account and issued you a $100 future travel voucher to use on your next CheapTickets.com 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 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 May 19, 2016.
If you prefer a refund, I can redeem your future travel voucher to the Visa card we have on file ending in [redacted] Please let me know.
Sincerely,
[redacted]
CheapTickets Customer Relations
Chicago, IL

Dear [redacted]

11pt;"> 
 
The Revdex.com has shared your recent correspondence pertaining to the cancellation of your flight under CheapTickets record locator [redacted] and you have still not received a refund.  On behalf of CheapTickets, I apologize for any confusion, and appreciate the opportunity to review your account and respond to your concerns.
 
Upon reviewing your account, I do show that [redacted] did unconfirm one segment of your flight, which triggered the booking to updated in your canceled itineraries.  However, this often occurs with international carriers, and our ticketing team worked to confirm the booking as requested, and at the original price.  Tickets were issued on the original flight.  If for any reason we are unable to reconfirm your booking choices, we will reach out to you and make you aware of that we were not able to confirm your choices, which did not occur in this situation.
 
[redacted] with any further bookings, it would be imperative that you reach out to us prior to reserving a new flight.  Your original flight bookings was confirmed and ticketed as requested, and these funds are not held by CheapTickets.  Due to any confusion, I have made an exception, and processed a refund in the amount of $405.80 USD back to your [redacted] card ending in [redacted].  Please allow 3 to 5 business days for the refund to process. 
 
Thank you again for the opportunity to address your concerns. We appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
 
Sincerely,
 
[redacted]
CheapTickets Customer Relations

Revdex.com
CheapTickets.com
Complaint Department
Re: CheapTickets.com Case #: S-[redacted]
size="2">
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 in the amount of $269.26 for their flight reservations.
Our records indicate on February 22, 2016, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Cheap Ticket website. Travel was on [redacted] Mexico, departing February 27, 2016, from Sacramento, California to Guadalajara, Mexico, for two passengers.
Upon further research, we were able to confirm on February 22, 2016, the customer contacted Cheap Tickets to cancel their flight reservations. The assisting representative advised the customer they needed to reach out to their flight specialist team to complete the cancellation; how[redacted], the call was disconnected prior to the completion of the cancellation. 
We further reviewed the customer’s concerns, and on March 14, 2016, Cheap Tickets processed a refund in the amount of $269.26 as courtesy. The amount of time it takes to receive a refund depends on how quickly the customer’s credit card company takes to process refunds.
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,
[redacted]
Tier 3 Customer Service

December 5, 2016Revdex.comComplaint Department – CheapTickets.comDear 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 requesting a refund of a flight reservationUpon further research, we are unable to locate an CheapTickets.com account related to [redacted] complaint. We respectfully request that Ms. [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 Ms. [redacted] concerns.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 10, 2016Revdex.comComplaint Department – CheapTickets.comDear 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 Rivkah Sharaby (Revdex.com case number [redacted]) regarding a recent ticket.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.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,Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2014/11/04) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the correction of a name associated with an airline ticket. I appreciate the opportunity to review your account and respond to your...

concerns.
My understanding is that with the Washington-Montreal booking, you realized that your son's last name was not listed. You contacted our Customer Service team to correct this, and they advised the airline would need to authorize this. On behalf of CheapTickets, I would like to apologize for this inconvenience.
As this reservation was self- booked and not made through the call center, it is the responsibility of the booking party to ensure all passenger names match what appears on the government issued photo id .The flights that you have booked are code share flights, marketed by [redacted], but actually flown b[redacted]. It is necessary for the airline to authorize a name change since the tickets have already been issued. We have contacted [redacted] and[redacted] on your behalf, but they have advised they are unable to do so. Please understand that CheapTickets must adhere to the fare rules and restrictions established by the airline carrier. We are unable to waive or authorize name changes, as the ticket was issued by [redacted], not CheapTickets. The tickets were issued on October 30, 2014, and at this point they are not able to be voided.
In order to ensure a smooth travel experience on the day of departure, I would suggest rebooking the second ticket under the correct name. You can then apply to [redacted] to ask for a refund on the original ticket. A refund is not guaranteed and is at the discretion of United.
Mr.[redacted] we thank you for booking with CheapTickets and appreciate your business. Please let me know if you have any further questions.
Sincerely,
[redacted]
CheapTickets Customer Relations

June 14, 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 insurance for a recent ticket. We understand from Ms. [redacted] complaint she is unhappy about the customer service received while attempting to have her insurance refunded.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 JetBlue Airways, with flights departing from Dallas, TX to Boston, MA on April 25, 2016 and returning on May 6, 2016.We are able to verify that this matter was resolved on May 30, 2016 when the customer called customer service to receive assistance with canceling and refunding her insurance. During this call the agent was able to successfully cancel and refund Ms. [redacted] insurance. The time it takes the refund to post to the customer’s account depends on the time it takes the Ms. [redacted] 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

Dear [redacted]
The Revdex.com has shared your correspondence with CheapTickets
so that we may assist you further. It is
my understanding that you booked a reservation and later found the rate had
decreased. You file a Best Price Guarantee Claim, but it was denied. I appreciate
the...

opportunity to review and respond to you. On behalf of CheapTickets, I
apologize for the disappointing experience and the frustration this caused you.As with any Marketing program, there are terms and conditions that
one must meet to receive the reward. We do state in our terms and conditions, that CheapTickets
reserves the right to deny any claims that cannot be verified, or for which you
have provided incomplete information.Nevertheless,
we do value you as a customer, so I have made a one-time exception and approved
your claim. If the reservation is not canceled; 7 to 10 days after you have
completed your stay; $174 in CheapCash will be added to your account. [redacted], thank
you for allowing me to review this with you. We appreciate
your business, and we hope to have an opportunity to serve you in the future.Sincerely,[redacted]CheapTickets Customer RelationsChicago, IL