CheapTickets.com

I want to write a formal complaint for cheaptickets. I spent over 10 hours today back and forth with this "company" trying to get assistance and they just kept giving me the run around, incorrect information and with rude representatives that would not listen and instead would just talk over you. I am highly disappointed and it is unfortunate that my family trip was ruined. It's regretable that cheaptickets "policies" supersedes the health and welfare of a pregnant woman. My sister unfortunately is not able to travel to Mexico due to a Level 2 alert that the CDC had released stating that due to a Zika Virus outbreak, they highly advised pregnant women not to travlel to Mexico since this virus could cause miscarriage or birth defects. And rather than working with us regarding the situation, cheaptickets made us feel like we were asking for to much and provided no assistance. Below is the link from the CDC to verify what I am referring to- the health of my sister and of her unborn child should be important than some companies "policies". Needless to say, I will NEVER to do business with cheaptickets again.

http://www.cdc.gov/media/releases/2016/s0315-zika-virus-travel.html

April 18, 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 she was charged for a ticket that she was unable to purchase. On April 18, 2016, we contacted [redacted] to acknowledge receipt of the Revdex.com complaint.Our records indicate on February 27, 2016 the customer self-booked a round trip flight reservation on CheapTickets.com. The flight reservation was for one traveler and operated by [redacted], with flights departing from Milwaukee, WI to Dallas, TX on March 31, 2016 and returning on April 5, 2016. The customer also purchased “Cheap Tickets Flight Protection Basic”.From the customers complaint we understand that she is requesting a full refund of her unutilized ticket. [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 the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged. In addition, the customer would be responsible for any difference in fare. Ms. [redacted] flight credit validity states, that travel must commence within one year from the original ticketing date of February 27, 2016.If the customer us seeking a full refund we suggest she reach out [redacted] to submit a claim. [redacted] is our administrator for assistance and can be reached by calling 1-800-453-4090.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

BEWAREE!! My family and I have supported cheaptickets in the past, but now I don't think I will. I purchased a ticket on 7/6/2015 one way for 199.60 for a trip in Aug. Unfortunately, I needed to move the leave date to the following weekend. I call cheaptickets, because first I believed I had free cancellation, well that has restrictions. THey want 275.00 for me to change tickets and/or cancel. Pay that much, when 1st ticket cost less and it is not like I want to cancel all together just move it to the following weekend. Well, the customer service rep says hold on ..a very long story short.she has me on hold for 46 min 15 sec to tell me she has found a ticket where I Just pay a total of 275.00. I didnt like it but it was better than 300.she says no, we will still take out the 199.60 as well. I said you had me on hold to tell me the same thing in which I was refuting from the beginning. Oh by the way she wouldnt let me talk to a manager and they aren't allowed to give headquarter info

Initial Business Response /* (1000, 5, 2014/09/03) */
Dear Ms.[redacted]
The Revdex.com has shared with us your correspondence regarding your recent experience with CheapTickets. I understand you have not received the $200 promotion code you were promised. I appreciate the...

opportunity to respond to you.
On behalf of Orbitz I would like to apologize for the delay in receiving your promotion code.
Here are the instructions for redeeming the$200 promotion code:
Your promotion code is[redacted] and is valid in the amount of $200.
When you make your next hotel booking on CheapTickets.com, on the homepage, please add the promotion code in the space provided. This amount will be instantly deducted from the total cost of your booking.
Below are the Terms and Conditions associated with the Promotion Code:

The Unique Promotion Code (UPC) is valid on qualifying prepaid hotel bookings. Unique Promotion Code is valid for one year from the date of issue, until September 3, 2015.
The value of the hotel booking must be greater than the value of the promotion code.
Use of the Unique Promotion Code nullifies the eligibility for the Best Price Guarantee Program.
Ms.[redacted] CheapTickets values your business, and we look forward to serving you with your future travel planning needs.
Sincerely,
[redacted]
CheapTickets Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi[redacted]
I appreciate your prompt response. However what you provided me is totally different from what was offered to me. I was given a rebate for a flight booking because I incurred several charges causing my card to be temporarily blocked when your agent repeatedly attempted to complete the reservation. It was a total inconvenience. Had I known this will happen, I should have not considered using your web site. The agent informed that rebate I'll receive can be applied to a flight reservation. In good hope, I waited for the promised rebate to me before I book my flight. Unfortunately, I would no longer get that due to significant increase in fare. It also seems to me that you guys are forcing me to pay more than $200 just to use your promotion code for a hotel.
This is a lesson learned. This will not be the last time you'll be hearing from me.
Sincerely,
[redacted]
Final Business Response /* (4000, 9, 2014/09/04) */
Dear Ms.[redacted]
Thank you for your response.
Please know, I have canceled the $200 promotion code I provided, and would like to offer you a $200 future travel voucher, which can be used towards a flight, vacation package, hotel, or car rental booked on the CheapTickets site.
Here are the instructions for the future travel voucher:
When you make your next booking on CheapTickets.com, please forward a copy of the CheapTickets Travel Document e-mail to us at [redacted]@CheapTickets.com. Please reference case number XXXXXXX and my email offering the $200 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 email, until September 4, 2015.
Sincerely,
[redacted]
CheapTickets Customer Relations
Chicago, IL

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]

November 30, 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 package reservation. We understand from Ms. [redacted]’ complaint she is requesting a refund of her flight reservation due to purchasing insurance.Our records indicate on October 10, 2016 the customer self-booked a package reservation for four travelers using CheapTickets website. The customer purchased a two night hotel reservation at [redacted], checking in on February 17, 2017 and checking out on February 19, 2017. The customers round trip flights were operated by [redacted] Airlines, departing from Denver, CO to [redacted] on February 16, 2017, and returning on February 19, 2017. This package was insured under CheapTickets Vacation Waiver.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. When rebooking the reservations achange penalty fee would be charged per passenger. In addition, the customer would be responsible for any difference in fare.We have confirmed that on November 16, 2016 the customer contacted CheapTickets and received assistance canceling her hotel and flight reservation. Due to the customers package being covered by an CheapTickets Vacation Waiver the customer was refunded $393.90 for her hotel reservation. Per the terms and conditions of the customers CheapTickets Vacation Waiver below. Ms. [redacted] also received airline credit for the canceled flight reservation. When the customer chooses to utilize this credit she will be reimbursed the change fee charged by the [redacted] Airlines. Per the terms and conditions of the customers Vacation Waiver:• 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 will refund you an amount equal to the change or cancellation fee charged by the airline at the time of redemption.  You will then be charged the full price of a new ticket on that airline, less the amount of any travel credits remaining in your account. • Note that the full price of the new ticket may be greater than the price of your original flight.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]Corporate Customer Service

I booked a two night stay at the [redacted] in Campbell California for the 27th and 28th of July 2016.My wife and Granddaughter were also there.I requested a king size bed with a extra roll out bed for my granddaughter.When we got to the hotel room the bed was a queen and a chair with a ottoman was supposed to be used as a roll out bed.My wife checked bath tub and found that the water jets were moldy, my wife also found hypodermic needles on top of the TV stand.I complained to the management and was told the could move me too another room, they never followed though. Cheap tickets charged 311.36 for a poor experience. Pat [redacted]

June 14, 2016Revdex.comComplaint Department – CheapTickets.comRe: CheapTickets Case #: O-[redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.As previously advised, due to the customers flights not being successfully changed CheapTickets has refunded the customer the total amount of unused flight credit provided by [redacted]. As of June 5, 2016 refund of $33.10 was processed to [redacted]’s original form of payment. The time it takes the refund to post to the customer’s account depends on the time it takes the customer’s credit card company to process refunds. Due to the refund of $33.10 being processed to the customer’s account Ms. [redacted] no longer retains any credit with [redacted]. Orbitz is unable to offer any further forms of 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

September 29, 2016Revdex.comComplaint Department – CheapTickets.comRe: CheapTickets Case #: O-126369Dear 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 Marina [redacted] (Revdex.com case number 11728432) regarding a flight reservation. We understand from Ms. [redacted]’s complaint she is requesting compensation for an airline schedule change.Our records indicate that on July 22, 2016 the customer self-booked a flight reservation for two travelers. The customers flights were operated by [redacted], departing from New York, NY to Czech Republic on December 16, 2016 and returning from Budapest to New York, NY on December 25, 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. C[redacted] 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 first schedule change was initiated on September 8, 2016 the customers outbound flight was changed. The same day a notice was sent to Ms. [redacted] which was accepted. On September 22, 2016 a call was made into our customer service in regards to schedule changes. The agent was able to assist Ms. [redacted] with changing the reservation to her desired flights. Due to the flights not being in operation anymore the customers new flights were not confirmed.On September 29, 2016 CheapTickets reached out to [redacted]. They advised that they changed the customers tickets due to the multiple schedule changes and apologized for inconveniences. As these changes were initiated by the airlines we are unable to offer any compensation to Mr. [redacted].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

Initial Business Response /* (1000, 5, 2014/06/19) */
Dear Mr. [redacted]
Thank you for contacting CheapTickets via the Revdex.com. On behalf of CheapTickets, I sincerely apologize for this disappointing experience.

It is my understanding that you purchased trip protection...

with your flight bookings, with the understanding that your tickets would be refunded if canceled. However, when you canceled the bookings, no refund was processed, and you believe this to be fraud, and want a full refund.
Please know that as a self-booking travel agency, with an abundance of information supplied for each product available on our site, we find it beneficial to provide information via links.
In addition, as a self-booking agency, many facets of an itinerary booking, including viewing the links provided for your selection, are left to the customer to fully review prior to their agreement to purchase.
In reviewing your online logs, I find that we presented the link "learn more," which takes you to Allianz terms and conditions and exclusions. Please know that it was not documented at any time during the booking process that if canceled you would be guaranteed a refund.
However, the airline ticket fare rules were supplied via a link, which stated the tickets were nonrefundable.

In Allianz terms and conditions, customers are asked to enter their state, and upon entering Washington, it would advise that this product is not offered for this state. Regrettably, you did not click on the link provided to view the terms and conditions, and exclusions.
With regard to the insurance charges, I am unable to confirm if you were charged, however, on your behalf, I have reached out to Allianz to confirm, and if charged, to request a refund.
Mr. [redacted] while we are unable to refund you as requested, I have refunded our $21.99 service fee. Please allow 3-5 business days for this credit to post to your account on file.
Thank you for the opportunity to review your concerns and request. We appreciate your business and hope for a future opportunity to service your travel needs.
Regards,
[redacted]
CheapTickets Customer Relations

Initial Consumer Rebuttal /* (3000, 7, 2014/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I booked two months out AND bought cancel insurance that promised I could cancel with a full refund. After checkout, nothing stood out as an issue. No message stated, "we can not complete your insurance purchase is it is not available in the state you listed." Instead, they completed my purchase this policy then later claim they was a link in "fine print" that the policy is not valid in my state. They succcessful played "the game" and kept the money for themselves, almost $400.

I took snapshot of the screeens and at no time did it state (copies attached) their insurance was not good in my state. They claim if I had clicked on MANY of the links I would have learned this, yet their web site took my policy money and did halted the purchase. Also, I can NO idea I was buying from a third party as it did not state that. After I bought my policy it stated they do not underwrite in WA so not policy coverage.
How would I have know this at check out! I have all the pasted linked they say I needed to look at and it DOES NOT state that. It did not state that until AFTER I checked the third policy web site directly. Also, they deleted all my information I assume then after calling they uploading it again (it reappeared).

I purchased three fights, I had to cancel ALL flights and rebook. I could not cancel on the phone as their phone on June 18th at apx 5:30 said to call back for hours (a recording). So, I canceled and attempted to rebook on their web site, and I did so successfully.

As stated, No refund was offered, so I called and they said "you did not purchase insurance" yet I was billed and charged adn given policy numbers!!! So, I called their partner insurance and LATER they told me they do not offer the insurance in the state and cheap ticket knew that so they were surprised it let me buy the insurance on their site!

Cheapticket web site NEVER told me the insurance was not available at booking and at purchase. The site told ME after I bought the tickets that my insurance was not purchased via a e-mail WHICH IS TOO LATE TO DO ANYTHING AND THEY STILL TOOK THE INSURANCE PREMUIM TOO. Clearly, fraud!

1). They took money for cancel insurance clearly making it look like I was buying it from them directly 2). They made it appear it was their insurance program at check out then later said it was a third party company AFTER I bought it from them direclty! 3). They refused a refund 4). They took over almost $400 in less one minute and refuse to refund even with a flight that is months out and not full 5). I called Customer Service and said they would offer credit then said "you need to call the airlines that are on the booking for credit." When I asked why all the hoops, they said "we can not pull those up right now cause the airlines are holding the tickets." I called the airlines and they said they did not show me ticketed! So, tthey kept changing from the point. I assume after all the oomplaining I did they gor it all sorted out "to make things look right with the airline."

In the end, cheaptickets claimed I did not ALL the links and said, "In reviewing your online logs, I find that we presented the link "learn more," which takes you to Allianz terms and conditions and exclusions. Please know that it was not documented at any time during the booking process that if canceled you would be guaranteed a refund.However, the airline ticket fare rules were supplied via a link, which stated the tickets were nonrefundable. In Allianz terms and conditions, customers are asked to enter their state, and upon entering Washington, it would advise that this product is not offered for this state. Regrettably, you did not click on the link provided to view the terms and conditions, and exclusions.

However, on the link it was not there. I had BofA credit card company review all the links and they agreed with me the docs and snapshoots during the process proved their lack of credabiliy (they claim disclosure and clarity up front).
Final Business Response /* (4000, 9, 2014/06/27) */
Dear Mr. [redacted]
Thank you for recent response. I am truly sorry for your continued disappointment.
Allianz responded that you were not charged, as the policy was rejected.
I have reviewed your online logs, and with the booking to Memphis, we did advise that you could cancel for free by 11PM EST the next day, which would have been June 17th. You did not cancel this booking until June 18th, at 8:04pm.
For the ticket to Seattle, the above offer was not displayed; however, you canceled this booking on June 18th, 8:22pm, which would have been outside of the courtesy cancel policy.
Throughout both bookings, we displayed the insurance terms and conditions, as well as the airline ticket fare rules, and neither were reviewed prior to your agreement to purchase.
Mr. [redacted] I am sorry for any misunderstanding experienced with your bookings, however, please know that CheapTickets is unable to refund the two canceled airline tickets.
Regards,
[redacted]
CheapTickets Customer Relations

Dear [redacted]
The Revdex.com has shared your complaint regarding your booking
Experience on CheapTickets. On behalf of CheapTickets, I apologize for the disappointing
experience.
All fares are determined directly by the airlines and can be updated at any time. ...

Unfortunately, fares are not guaranteed until they are ticketed. CheapTickets is not able to restore a fare once it is sold out or discontinued by the airline.
Airfares and availability change throughout the day, based on demand for the flight and the airlines' right to change them at any time. CheapTickets monitors these changes closely and makes every effort to keep our fare displays as current as possible.
As with any travel agency, we are required to apply the fares and fare rules in effect at the exact moment of your booking. Unfortunately, fares can change very rapidly as the carriers continually adjust their flight loads, especially during peak travel times.
Occasional technical issues our inevitable in the e-commerce industry, but CheapTickets strives to quickly correct any website problems we may have. Although I sincerely apologize for the website problems that affected your booking experience, CheapTickets cannot be held responsible for an increase in fares by the airline during these website issues.
[redacted], thank you for giving me the opportunity to respond to your concerns. Please be assured that we value your business and we hope to have a future opportunity to serve you again with your travel planning needs.
Sincerely,
[redacted]
CheapTickets Customer Relations

Initial Business Response /* (1000, 5, 2015/07/20) */
Dear Mr[redacted]
The Revdex.com has shared your recent correspondence pertaining to the rate increase of your airline ticket during the booking process. I appreciate the opportunity to review your account and respond to...

your 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 and airlines. There are millions of customers shopping throughout the day and since airline rates are based on availability, this can make rates increase very quickly with little or no notice.
Please let me explain in more detail how this can occur. As an online travel agency, airlines send CheapTickets inventory available for most every flight that they have to offer. Our site is updated several times daily with new information received. Once a fare is no longer available the website is designed to offer the next available price. If the next price available was not sent, the website will advise you that this price is no longer available and will not give another option.
Mr. [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.
Mr. [redacted] we do regret your disappointment in our services, but we do hope that we have the opportunity to serve you again in the future.
Sincerely,
[redacted]
CheapTickets Customer Relations
Chicago, IL

July 20, 2016Revdex.comComplaint Department – CheapTickets.comRe: CheapTickets Case #: O-[redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from Tracy [redacted]. We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.As previously advised, 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 [redacted] Airlines fare rules Ms, [redacted] agreed to at the time of booking for itinerary [redacted], the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged. In addition, the customer would be responsible for any difference in fare.Also, As [redacted] Airlines and [redacted] Airways were the merchants of record and the company that charged your credit card for itinerary [redacted], we have to abide by their rules and regulations. Based on [redacted] Airways fare rules Msn [redacted] agreed to at the time of booking, the first one-way ticket was non-refundable with a change penalty fee of $70 per passenger would be charged. In addition, the customer would be responsible for any difference in fare. Based on [redacted] Airlines fare rules Ms, [redacted] agreed to at the time of booking, the first one-way ticket was non-refundable with a change penalty fee of $200 per passenger would be charged. In addition, the customer would be responsible for any difference in fare.If Ms. [redacted] is seeking further compensation we suggest she reach out [redacted] Travel to submit a claim. We sincerely regret that we are unable to offer a more satisfactory response or resolution to Ms. [redacted]’s concern. At CheapTickets we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Ms. [redacted] with the necessary information related to her flight purchase before our system asked Ms. [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,Hayden [redacted]Tier 3 Customer Service

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.
Furthermore, as their response indicated, I was able to work things out with [redacted] Airlines a few days after the complaint. In my opinion the problem has been solved at this stage.
Sincerely,
[redacted]

August 10, 2016
Better...

Business Bureau
Complaint Department – CheapTickets
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 Rebecca [redacted] (Revdex.com case number 11576273) regarding flight reservations. We understand the customer is requesting a refund for their flight reservations.
Our records indicate that on July 6, 2016, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the CheapTickets website. Travel was with [redacted] Airlines, departing August 16, 2016, from Los Angeles, California to Tokyo, Japan, returning August 31, 2016, for one passenger.
Upon further research, we were able to confirm that on July 6, 2016, that CheapTickets emailed the customer to advise that CheapTickets was unable to confirm the customer’s flight reservations and advised that they contact CheapTickets for further assistance. As CheapTickets was unable to obtain a confirmation for the flight reservations, Ms. [redacted]’s credit card was not charged for the booking, only pre-authorization was submitted.
When customers attempt to make online purchases, the vendor’s accounting system will electronically contact their bank or credit card companies’ system, to validate the account is active.  At that time, the bank or card company may place a hold on the amount of funds the customer is attempting to spend, in anticipation of the vendor debiting the account for the purchase.  When a purchase is not completed, and the vendor does not withdraw the funds, the hold is usually released within three business days.  When a customer has several failed attempts to make purchases, this can put a large amount of funds on hold at their bank or card company. 
We regret any inconvenience that may have occurred and would like to assure you that your business is important to us. Despite your recent experience, we encourage you to continue to use CheapTickets for your future travel arrangements. We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs.
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], The Revdex.com has shared your recent correspondence pertaining to your Best Price Guarantee claim.  On behalf of CheapTickets, I apologize for any confusion, and appreciate the opportunity to review your account and respond to your concerns.It...

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

Initial Business Response /* (1000, 5, 2014/05/16) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence with CheapTickets Customer Relations so that we may assist you further. It is my understanding that you need to cancel one of the tickets on your...

reservation, but have had a difficult time reaching Customer Service. On behalf of CheapTickets, I apologize for this frustrating experience and any inconvenience it has caused. I appreciate the opportunity to review this matter and assist you.
First, please be assured that I have escalated the telecom issues you've experienced to our telecom team. I'm sure they will research this matter further and make sure that any technical issues for that particular phone line are repaired. We thank you for bringing this to our attention.
Also, I checked your account and can see that you were able to reach a Customer Service agent earlier today, and were advised of the airline's policies for cancelling the ticket. Per United Airline's fare rules, which were provided to you during the booking path, the ticket is nonrefundable. You can still cancel the ticket, and hold the value to use toward a future United Airlines flight. When you rebook to use the value, United Airlines will charge a $200 penalty fee, plus any difference in fare. Normally, CheapTickets would also collect a $75 reissue fee, but I have documented your account that the amount should be waived if you still choose to cancel the ticket.
Ms.[redacted] please let me know if you have any questions. We value your business and look forward to serving your travel needs in the future.
Sincerely,
[redacted]
CheapTickets Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (2000, 7, 2014/05/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response and appreciate someone responding rapidly. In the future, I hope Cheap Tickets will be more responsive to customers who are required to call in. I also would like to see Cheap Tickets change the way they communicate by providing customers a clear method of email, phone, or contacts to report an issue or change a booking. The website does not have an email address, only a phone number that never had a live person pick up until well after 40-60 minute wait times over several days.
Final Consumer Response /* (450, 8, 2014/05/17) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
Thank you for assisting in this complaint so quickly.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] 
I want what was promised me. Judy because I don't agree it's the principle. Your organization needs to take accountability and correct the situation but not in your terms. Something we're both parties have a say.

Dear Ms. [redacted],
 
Thank you for your follow-up response, and I appreciate the opportunity to address your continued concerns.
We certainly regret your continued disappointment and that you did not receive the email notification forwarded.  However, airline imposed schedule changes can occur at any time, and they are out of the control of CheapTickets.  We do suggest that all customers review their flight schedules at least 24 hours prior to departure, as your flights are available for check-in.
Ms. [redacted], we certainly apologize for the disappointment, but we are unable to offer a refund of the ticket due to the inconveniences of the airline imposed schedule change.  Thank you again for the opportunity to address your concerns.
Sincerely,
Charlotte [redacted]
CheapTickets Customer Relations
Tell us why here...

July 21, 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 Noah [redacted] (Revdex.com case number 11552625). We understand from Mr. [redacted]’s complaint he requesting a refund for a reservation.Upon further research, we respectfully request that Mr. [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address the customers 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,Hayden [redacted]Tier 3 Customer Service