Downtown Travel

This letter serves as an official response from Downtown Travel regarding complaint ID [redacted] Contrary to the details provided in the complaint, we did not receive any request from [redacted] to void this ticket nor did we take it upon ourselves to reach out to [redacted] to void this ticket on our own accordAccording to the history of this booking, [redacted] , it was voided directly by a [redacted] agent as clearly stated by the signature and time stamp [redacted] We regret to hear that [redacted] ’s travel plans were cancelled without her authorizationHowever, we are a fulfilling agency whose purpose is to issue tickets as per the request of outside ticketing agencies and do not speak directly with customers of said agenciesOur Agent [redacted] was not responsible for this booking and unfortunately did not have the ability to resolve this issue for [redacted] After a thorough investigation, we ur ge that this complaint is redirected to the company at fault, [redacted] A [redacted] representative may be reached at ###-###-####

First and foremost, we would like to send our most sincere apologizes to [redacted]. Downtown Travel takes pride in our exceptional customer service and we vow to uphold our friendly and professional reputation. It is unfortunate that [redacted] had a negative experience when calling our front desk...

but we wish to stress that this isolated incident does not reflect how we conduct ourselves. Our employee who was referred to in this claim has been addressed and understands the level of unprofessionalism that she exhibited. Downtown Travel is a consolidator, we do not work with directly with passengers. In this situation, neither we nor Virgin Australia could assist. We hope that the agency through whom [redacted] purchased air-travel, resolved all her concerns.

This letter serves as an official response from Downtown Travel regarding complaint ID [redacted]. Contrary to the details provided in the complaint, we did not receive any request from [redacted] to void this ticket nor did we take it upon ourselves to reach out to [redacted] to void this ticket on our...

own accord. According to the history of this booking, [redacted], it was voided directly by a [redacted] agent as clearly stated by the signature and time stamp [redacted]. We regret to hear that [redacted]’s travel plans were cancelled without her authorization. However, we are a fulfilling agency whose purpose is to issue tickets as per the request of outside ticketing agencies and do not speak directly with customers of said agencies. Our Agent [redacted] was not responsible for this booking and unfortunately did not have the ability to resolve this issue for [redacted]. After a thorough investigation, we ur ge that this complaint is redirected to the company at fault, [redacted]. A [redacted] representative may be reached at ###-###-####.

Dear Revdex.com, We here at Downtown Travel received a complaint that we wish to resolve. Complaint ID: [redacted]. In this complaint, customer [redacted] claims that she purchased a ticket for airfare through our subagency, [redacted] the ticket was not processed and no refund has been made....

Our thorough research shows that our subagency, [redacted] created the booking for their client and put the record in our queue so that it could be issued. When our ticketing agent attempted to issue the ticket, there was a technical glitch and the autopricing feature was not working. Our ticketing agent immediately updating the history of the record and informed our subagency. In the record's history we see that our sub-agent at [redacted] contacted the client to inform her that the price of the ticket had gone up 300 dollars and she was no longer interested in purchasing this ticket due to the difference in cost. The customer's credit card had already been charged because this specific airline does not permit transactions done with personal credit cards. Therefore, transactions have to be charged through this outside source, [redacted]. These ccmerch transactions are placed in a separate queue which explains why the client's card was charged even though the ticket could not be issued. We wish to note, that a refund for the [redacted] charge was processed on June [redacted]. If at this time, the card holder does not have the properly amount refunded to her card, we urge that communication is established with the card holder's bank to track the progress. Below you will find the time stamps for both the original transaction and the refund. It is unfortunate that due to a technical glitch, we were not able to assist [redacted]. We pride ourselves in our outstanding customer service however, in this instance, it was out of our control. **-Jun-2015 13:31:27 [redacted]
* XXXX[redacted] USD (1,055.37) **-Jun-2015 01:17:24 USD (1,055.37) [redacted] Settled Successfully Thank You, Downtown Travel

Review: Purchased ticket for airfare through [redacted]. This D.T.T. company is who the payment went to. Was suppose to get tickets in 2 to 24 hours. Did not get tickets. Called them back and they said the flight was no longer available and they could get a ticket for that that flight but the price had gone up $300 for that ticket even though we had already purchased the ticket. We refused to pay more money and asked for a refund. They told us we would have a refund in two days. It is presently now 10 days and no refund. The bank has filed a dispute as well.Desired Settlement: Refund

Business

Response:

Dear Revdex.com, We here at Downtown Travel received a complaint that we wish to resolve. Complaint ID: [redacted]. In this complaint, customer [redacted] claims that she purchased a ticket for airfare through our subagency, [redacted] the ticket was not processed and no refund has been made. Our thorough research shows that our subagency, [redacted] created the booking for their client and put the record in our queue so that it could be issued. When our ticketing agent attempted to issue the ticket, there was a technical glitch and the autopricing feature was not working. Our ticketing agent immediately updating the history of the record and informed our subagency. In the record's history we see that our sub-agent at [redacted] contacted the client to inform her that the price of the ticket had gone up 300 dollars and she was no longer interested in purchasing this ticket due to the difference in cost. The customer's credit card had already been charged because this specific airline does not permit transactions done with personal credit cards. Therefore, transactions have to be charged through this outside source, [redacted]. These ccmerch transactions are placed in a separate queue which explains why the client's card was charged even though the ticket could not be issued. We wish to note, that a refund for the [redacted] charge was processed on June [redacted]. If at this time, the card holder does not have the properly amount refunded to her card, we urge that communication is established with the card holder's bank to track the progress. Below you will find the time stamps for both the original transaction and the refund. It is unfortunate that due to a technical glitch, we were not able to assist [redacted]. We pride ourselves in our outstanding customer service however, in this instance, it was out of our control. **-Jun-2015 13:31:27 [redacted]

* XXXX[redacted] USD (1,055.37) **-Jun-2015 01:17:24 USD (1,055.37) [redacted] Settled Successfully Thank You, Downtown Travel

Review: I have booked tickets for air travel via one of the websites that belongs to the group Downtown Travel ([redacted]). I made the booking on Feb **, 2015, my credit card was charged by the airline ([redacted]) on the day of booking for the full amount of ticket. On March *, the travel agency has sent an email informing me that the booking has been cancelled, no reason provided.

I have investigated this issue with United: according to their records, they received a phone call from Downtown Travel, phone number ###-###-#### on February **, 2015, requesting to void the booking. I did not authorize this cancellation. I did not learn of the cancellation until a week later, March *, 2015.

I called Downtown Travel to investigate the reason for cancellation on March *, 2015. An agent was extremely rude, and did not want to offer any assistance when I explained the problem. She refused to disclose her last name, and her employee ID number to me. I informed the agent that I will be filing the Revdex.com complaint here. She stated that her name was "[redacted]".

I did not receive any remedy of this fraudulent cancellation act, nor any assistance as to how to proceed. This is a business trip and I expect that there will be financial damages resulting in this unauthorized cancellation of my fully paid itinerary. Thank you for your assistance.Desired Settlement: I would like my tickets reinstated ASAP.

I would like administrative action to be taken against the rude agent "[redacted]" who spoke with me on March *, 2015.

Business

Response:

This letter serves as an official response from Downtown Travel regarding complaint ID [redacted]. Contrary to the details provided in the complaint, we did not receive any request from [redacted] to void this ticket nor did we take it upon ourselves to reach out to [redacted] to void this ticket on our own accord. According to the history of this booking, [redacted], it was voided directly by a [redacted] agent as clearly stated by the signature and time stamp [redacted]. We regret to hear that [redacted]’s travel plans were cancelled without her authorization. However, we are a fulfilling agency whose purpose is to issue tickets as per the request of outside ticketing agencies and do not speak directly with customers of said agencies. Our Agent [redacted] was not responsible for this booking and unfortunately did not have the ability to resolve this issue for [redacted]. After a thorough investigation, we ur ge that this complaint is redirected to the company at fault, [redacted]. A [redacted] representative may be reached at ###-###-####.

Review: The travel agency lady ([redacted])emailed my flight comfermation letter with the price $654.76 on it.Well when I received my credit card statement there was another charge of $35.00 posted to downtown travel. I called [redacted] and asked what the charge was she said it was there fee. I didnt say any thing to her.When she booked the flight she never said any thing about a fee for booking the flight.

Product_Or_Service: airline ticket

Desired Settlement: DesiredSettlementID: Refund

I would like my $35.00 back.