FareDepot

I booked a flight through Faredepot to Asia for a price which was $lower than other websitesUpon booking, Faredepot actually charged me the same amount as the other websites along with a $refund through PAYPAL (even though I used a credit card to book)Not only did they overcharge me for my flight, they did not even provide the correct refund to my accountWhen I called to discuss, they said that they can provide the rest of the refund but only via PaypalNowhere during the process of booking did they mention that they would overcharge my credit card and provide a refund through Paypal (which I do not personally use)Customer service was of no help as this was their "company policy." Absolutely atrocious service and will never book through them again

Never use this fake agency

I made a reservation on Fare Depot but it was cancelled twice. They called and stated that it was because the fare was not honored by the airline for being too low. Then they said they did not charge the tax, which is listed on the reservation as Air Tax. Be warned about this company. I cannot recommend!!!!!!!!!

I booked a flight through Faredepot to Asia for a price which was $25 lower than other websites. Upon booking, Faredepot actually charged me the same amount as the other websites along with a $17 refund through PAYPAL (even though I used a credit card to book). Not only did they overcharge me for my flight, they did not even provide the correct refund to my account. When I called to discuss, they said that they can provide the rest of the refund but only via Paypal. Nowhere during the process of booking did they mention that they would overcharge my credit card and provide a refund through Paypal (which I do not personally use). Customer service was of no help as this was their "company policy." Absolutely atrocious service and will never book through them again.

Review: I booked a plane ticket from faredepot.com on 10/17/2013 for travelling on 11/21/2013 . Due to change in plans, I tried calling the customer service to make some changes on 10/17/2013 but couldn't get a hold of them. I tried calling the customer service number multiple times in October and November and also wrote an email to [redacted] which the company didn't respond to. Due to this inconvenience, I ended up purchasing another ticket to travel with a different company and never received the money back for the ticket I booked with faredepot.com.Desired Settlement: I would like to get the refund back for the ticket I bought from faredepot.com due to the lack of customer support and unable to respond to my request.

Business

Response:

In this scenario, our customer, Mr. [redacted]l purchased airfare tickets through FareDepot.com and did not have any problem throughout the booking process and confirmation of the reservation. His outbound flight from Chicago to New Delhi, India with a stopover in Amsterdam was flown seamlessly and the passenger was able to reach his destination. In our Global Distribution System, which is accessed by our travel agency and the Airlines themselves, it is shown that Lufthansa, the carrier for Mr. [redacted]’s flights, marked that the outbound portion of the roundtrip fare was flown. At that point, there is no legitimate case to refund our customer due to air fare rules and restrictions. On Mr. [redacted]’s return flight from New Delhi, India to the final destination of Chicago, with a double-stopover in Frankfurt, Germany and Dusseldorf, Germany, the passenger experienced a Visa issue while transferring in the FRA-DUS airports of Germany. This is documented as well in the Global Distribution System as per the airline. At this point, any change in the reservation must be made due to a reason of dispute with the airline and the passenger is not entitled to a refund by the issuing travel agency. As an airfare re-seller, our B2B agent supplier of the fare contact us to confirm that a chargeback was forwarded to Lufthansa. FareDepot had remained in contact with the B2B fare supplier on behalf of the airline to ensure the refund process, if applicable, would be taken care of. In any case, all following communication regarding this passenger was handled by the airline, and Lufthansa had agreed to rightfully handle the customer’s exchange. As per the inability to reach us over the phone, we had the opportunity to reach Mr. [redacted] and apologized to him for having a heavy call volume. While speaking on the phone, our agent informed him of the fare rules and options that apply. Sincerely, [redacted]

Sent on: 10/8/2014 5:54:36 PM

Review: I live in Toronto Ontario, and had booked 2 tickets with Faredepot.com for a direct flight, AC1186, departing Victoria BC at 11am for Toronto, on Monday September 1st, 2014. I booked and payed for these tickets in October of 2013.

I requested and received flight and ticket details from Faredepot.com in an email on August 21st, 2014 to confirm the flight arrangements. The received Faredepot.com ticket details list the originally booked flight AC1186 departing at 11am, but the included reference number was not yet active for confirmation on the airline website.

While already on my vacation in BC, on August 29th, I tried the Faredepot reference number on the airline website. This time the number was now active, and indicated different flight arrangements than expected. I called the providing airline (Air Canada), to confirm my travel arrangements. At this time, the airline informed me a schedule change had occurred in February 2014; flight AC1186 had been cancelled, and I was currently scheduled to fly on an earlier flight leaving an hour earlier, at 10am, connecting in Vancouver, and arriving in Toronto half an hour later than the original flight AC1186. When I expressed that with such late notice these changes were unacceptable to me, the airline informed me that since the changes were made in February, I would have needed to contact them as late as May to make alternate arrangements. I could not have done this since Faredepot had never contacted me regarding this flight change, nor had they ensured Air Canada had the means to contact me. In fact, if I had not myself called to confirm the status of my flight, I would have missed the flight entirely since Faredepot never alerted me to the earlier departure time.

I contacted Faredepot regarding this issue on August 29th, and on August 30th they confirmed with me the alternate flight arrangements Air Canada had informed me of, and which I had deemed unacceptable. However, in order to keep the majority of my previously made vacation plans, I had to take the flight to ensure I would arrive home without further delay or expense. As it was, in order to take the 1 hour earlier flight time which I now had a ticket for, I was forced to cancel some of my previous vacation arrangements. Furthermore, I was no longer on a direct flight which I had purposefully wanted/booked. This also meant that in order to reserve my seat position, which I had originally planned to do, I now had to pay to do so on 2 flight instead of just one, which cost me an additional expense.

Upon arriving home I contacted Faredepot about compensation for them failing to provide me the proper service for which I paid, namely, failing to inform me at all of a flight schedule change which had been made in February 2014. The representative I spoke with, Stanley Fernandez, insisted the schedule change was a last minute change made by the airline. When I asked Stanley to confirm how he had this information, and further details of when and why the change occurred, he informed me he had lied, and actually didn't have any details on when or why the change occurred.

In further correspondence with John, another representative at Faredepot through e-mail, I requested information regarding what Faredepot's policy was concerning informing customers of changes to their flight arrangements; specifically, how late after a change occurred does Faredepot commit to informing their customers. Refusing to answer this question directly, John informed me that in order to let customers know about potential changes to their flights, Faredepot expects it's customers to contact either Faredepot or the providing airline within 72 hours of their scheduled flight to determine if any changes existed. This is wholly unacceptable. Furthermore, John informed me that at the time of finding out the changes to my flight (while already on vacation and less than 72 hours before departure), I had the options to either decline the ticket and accept a full refund, or accept the ticket. I was not informed of these options until AFTER I had already taken the flight. John stated that since I had used the ticket and taken the flight, it signified that the changes were acceptable and I was not eligible for any compensation for Faredepot's error.Desired Settlement: I would like a partial refund of my flight tickets to make up the difference for receiving a connecting flight instead of a direct flight, which is what I had originally intended, booked, and payed for. Current comparisons of direct vs connecting flights from Victoria to Toronto show a $100 premium for direct flights. Therefore, I would like a refund of $200 for the 2 tickets I had purchased.

Furthermore, I would like a $40 refund for having to pay extra to select my seating position on the additional connecting flight. I would not have had to pay this expense had I flown a direct flight like originally booked/intended.

Thus, in total, I would like a refund of $240. I believe this is fair since this refund amount does not even compensate for the fact that Faredepot did not inform me of the changes and 1 hour earlier departure time in my flight plan, which could have resulted in me missing my flight completely.

Review: My boyfriend and I had purchased flight tickets to Entebbe, Uganda for a trip that we unfortunately needed to cancel. FareDepot had communicated with us via email on December 10th, 2014 that we could refund the tickets with a penalty payment. They informed us that the cancellation penalty would be divided into two parts, and the total refund for the ticket would credit back to $2,710.20. The total ticket amount was originally $3,310.20. FareDepot instructed that it would take 3-4 weeks for this credit to appear back on the American Express card number that we provided via a payment authority form. It is now January 22nd, 2015 and there has been no refund assigned back to the credit card as promised. We have attempted to email FareDepot to get further clarification to no avail, only being told that it is still being processed. Considering they have exceeded the timeframe that they promised, I followed up with a phone call to FareDepot and spoke with a sales representative named [redacted] was incredibly impatient and insensitive to our issue. I informed him that it had been over 4 weeks and asked when could we expected the refund to be seen, which he couldn't tell me definitely, but perhaps 48 hours. He said he would forward the information on to the accounting department. I asked for contact information for the accounting department, which he would not provide me. I then asked to speak with a manager. [redacted] informed me that all managers were on their breaks and I would have to call back in two hours. I asked if I could leave [redacted] my phone number so they could call me once they had finished their break, and he informed me that they could not. He said they would not call me back. Aside from this being terrible customer service, the fact that there was no additional details offered about our refund is unacceptable. There is a string of email communication with FareDepot with no substantial updates, all with poor grammar and little to no information. This is very concerning as a consumer.Desired Settlement: To see the refund of the established $2,710.20 back to the provided American Express credit card.

Business

Response:

Our team sincerely apologizes for any inconvenience throughout your travel-booking process. The difference in the refund amount applicable to the flight segment that needed to be cancelled and reissued as an exchange flight was processed. We are dedicated to rectifying this issue and hope to resolve this matter thoroughly. For any questions, please contact [redacted]

Consumer

Response:

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

Review: A ticket was purchased accidentally due to a technical error when my web browser refreshed and submitted the form. The ticket is for the incorrect date and times. I do not wish to do any business with this company or receive any type of credit. I want a FULL REFUND. I purchased the ticket and IMMEDIATELY called them once I saw it went through. I have called over and over within their stated business hours and get a voice mail. I left messages and no one calls back. I have also sent an email in their cancellation section which has been returned as undelivered several times. I attempted to use their "contact us" area to send an email which gives you an error message. I need this ticket refunded immediately and it is not appropriate that all of the means to contact customer service do not work. The confirmation is Flight Reservation: AFD-Sep262014[redacted] It was purchased on 9/26/14.Desired Settlement: I would like a full refund to my credit card as soon as possible.

Business

Response:

Our

web-based system showed a reservation made by [redacted] on September

26, 2014 at 8:10 PM. Due to our closing hours at 9:00 PM, we were unable to

answer calls immediately for the remainder of the evening. Although, we did

receive [redacted]’s request to cancel the reservation via email. As per our

customer’s request, the reservation was cancelled on September 26, 2014 at

9:52:59 PM, less than two hours after the booking had been made. As a result,

the credit card that was supplied in the form to FareDepot had never been

charged, and any pending charge on our customer’s credit card would have been

reversed immediately. Therefore, the amount of $1448.38 to [redacted]’s credit

card never left his account and FareDepot was never in a position of

transaction pertaining to [redacted]’s funds.

Thank

you,

Review: I cancelled an airline booking on 2/5/15 due to my wife's cancer diagnosis. I was informed via email that we were due a refund of $615.11, but that an additional $200 was required. I paid the $200 on 2/6/15 and was told that our refund may take 3-4 business weeks to process. After 4 weeks, I sent a follow-up email and was told that we'd get a credit soon. Again after 6 weeks, the same follow-up email and a phone call. "I'll check on it" was the response to get me off the phone. It's now been over 7 weeks and it's clear that nobody has actually taken the time to investigate our claim. Customer service dropped the ball. Does anybody at FareDepot care?Desired Settlement: We would like the $615.11 credit promptly.

Business

Response:

Dear Mr. [redacted], we apologize for any inconvenience throughout your travel-booking process. Please accept our sincerest apologies. A notice was sent to you, but please note that you should be receiving a refund check very soon. It was mailed to you in the full amount of $615.11. We appreciate your patience throughout this matter and hope to move forward from this matter. As a token of our appreciation, we are granting you a coupon promo code that you will be able to apply towards any future booking with us.Thank you & Kind Regards,[redacted]FareDepot.com Team

Review: I am studying abroad during the spring semester of collegeI booked my flight with faredepot.com, and all was wellHowever, an issue came up that forced me to reschedule my flight arrangements, and I attempted to contact the company via cellphone, but there was no one answeringIn the course of two days, I called a grand total of twenty two timesI took a screenshot of the call count on my cell phone and am able to verify the time and amount of calls placedTheir recording states that agents are available seven days a week between the hours of A.Mto P.MEastern Standard timeI have placed all of these calls during this window, and I have still received absolutely no helpAside from violating the promise on their recording that assures agents will help, on the front page of their website there is a 100% support with trust and 100% customer care quality guaranteeI feel that both of these guarantees have been violated due to their inaccessibility during my time of emergency reschedulingI am to leave in less than a week, and I have since bought tickets with another travel website with much more reliability.Desired Settlement: I would like the tickets I purchased through faredepot.com to be refunded to my mother's credit card, and I would appreciate an e-mail apologizing for the inconvenience at their failure to uphold their advertised reliability
Business
Response:
Dear Mr[redacted],Thank you for choosing FareDepotfor your travelOn behalf of our agents and management team, we sincerelyapologize for the inconvenience in trying to contact our call centerPleaseaccept our most sincere apologiesWe understand the frustration and angst itcreatesOur phone lines were very busy throughout our holiday seasonIt is noexcuse and we have made it our number one priority to make sure calls never gounansweredIt is with the customers' efforts that we can make valuablechangesOur staff has gone through the necessary training and reform programto make sure that this problem does not arise againWe have also broadened ourother forms of communication online and in the future, we hope you will be ableto reach us on the phone, or via our other outlets of contact, including butnot limited to: Email, Web Contact Form, Fax, and various Social MediawebsitesAt thistime, it is out of our ability to be able to process you a full refundTheairline is not cooperative and the deadline has surpassed since the purchase ofthe tickets as per fare rules and regulationsThe reservation was ticketed andhad already been queued by the airlineFor your cooperation and patiencethroughout this matter, we will kindly reward you with a unique promo coupon tobe applied toward future travel with faredepot.comOnce again, we sincerely apologize for the inconvenienceWestrive to help our customers throughout the entire travel-booking process andhope to remedy your experience in your future travelsThank you & Kind Regards,

Review: I purchased return flight tickets between Toronto and Cancun via faredepot.com on Jan. 9th. I received the confirmation e-mail (reservation#: AFD-Jan09201502-[redacted]) saying my booking had done just after making reservation from them. However, an additional e-mai was sent next day from them which said I was charged $1-$10 additionally (ehich I didn't agree) and they won't process my booking unless I reply to you with the exact amount info. I had to contact my credit card company many times to confirm the amount of extra charge which never shown in their database. I told them to use transaction code (724617) which FareDepot told me to use to enable card company see the amount, but they have NEVER heard that kind of code. I tried to contact FareDepot by e-mail ([email protected]) and call over the phone many times but my e-mails never reach them, just error messsage came back automatically and nobody answered to my calling, even in the opening hours (between 9 am to 9 pm). Due to lack of customer support, I still can not receive my flight ticket, in spite of they already charged [redacted] (approx. $788.88) to me via my credit card company. I would like to ask for your help to get a full refund for my booking immediately because I can never reach them and there seems no possibility that I can get an e-ticket.Desired Settlement: I want a full refund for my booking (JPN 82,201 or $788.88) which never processed for issuing an e-ticket.

Business

Response:

On behalf of our agents at FareDepot, we sincerely apologizeto Ms. [redacted] for any inconvenience during her travel-booking process. OnJanuary 9th, a confirmation email was sent to our customer after anonline booking had been made. This does not mean that the reservation was ticketedand ready for travel. As Ms. [redacted]’s online purchase raised some red flagsindicating a risk for fraudulent activity, our system automatically charged asmall amount of $1 to $10 as a verification method. A separate email andaddition to the confirmation email details the reason this charge is made andis a tool that allows us to protect our customer’s payment information and tomitigate fraud. Our team of agents responded to our customer’s demand to cancelher booking and receive a full refund for the online purchase. The booking wascancelled entirely on January 15, 2015 and no charges were made to her creditcard. The highrisk of fraud and false purchases is the highest when booking travel,especially online. We strive to protect our customers’ records and paymentinformation and therefore have a process in place to ensure no harm is done.

Review: After asking for a refund, and being told I will receive one for cancelling my flights (less a $300 cancellation charge) I was asked for my credit card details I assumed in order to process the refund.

I later received an email from Fare Depot saying my credit card had been declined. I thought this was odd as why would my credit card deny a refund?

I called my card issuer and they told me no such refund had been issued, only a charge attempted on the card for £98, I never authorised this charge to be made and was never informed that it would be made on my card, I have still received no documentation or any evidence that shows it would be made or why a charge would be made to my card when I had asked for a refund.

I replied to Fare Depot's email and asked why my card was being charged without my authorisation and enquired as to the status of my refund.

They replied and said a CAD200 charge had been made to the card, and also been denied.

I have since dealt with several different sales agent each less aware of the situation that the last and I am yet to receive a satisfactory answer to my question of why my card is being charged without my authorisation and where my refund is. My most recent response from one sales agent told me they have no record of $98 being charged to my account, why I appreciate this may be a typographical error it shows a complete lack of understanding of the situation or the agitation they are causing.Desired Settlement: A full refund of the £440.47.

Business

Response:

This is to bring to your kind attention that cancellation processing fee that was agreed by the Passenger was $300.00 per passenger and for two passengers it is $600.00. There was no charges charged for £98.00 instead by oversight one of our representative charged $200.00 and that was by oversight, for which, we are extremely sorry for the inconvenience that has caused for this oversight. The ticket value of $921.27 and after deducting $600.00 the remaining balance of $321.27 was sent to passenger via check on Sep 14, 2015, believe by now passenger should have received it.

Unexpected and pleasantly surprised

I needed to make a trip during a very difficult time of the year (busy season) and I could not find any fares that were convenient. I finally found one on FareDepot that met my needs and at a very fair price considering the prices I had seen up until then. I even received a call from them warning me that I had to switch airports during one of my connections, which I was aware of when I made my booking but they made sure I was considering this fact. Overall great experience so far and hope that nothing changes until I have fulfilled my itinerary.

This was a great understanding and helpful from FareDepot. This was my first time in a long time that I have been on a plane so when I called the price was just a little too high from the day before but she made it to where I still got a good price and all the questions were easy and didn't take very long for me to give her all my info.....my experience was promp, easy and fast...

Review: This was my first time purchasing plane tickets through FareDepot.com and unfortunately it has been a very disappointing experience to say the leastI received an email saying that for security purposes I needed to check for an additional transaction that would be going through and I needed to call/ email as soon as I received confirmation of this transaction of $1-$Thinking that it could go through anywhere from 3-business days, I called on the 4th business day to find out what was going on only to discover my tickets were cancelled and I then had to pay an additional $for those same tickets ( I had been checking my bank account everyday waiting for the charge to go through)I had to call my American Express card to tell them to allow the transaction to go the through the second time because they flagged it as fraudI am not sure how they get consumers to purchase tickets through their site as I assume many people have faced the same challenges as meCustomer service was unprofessional and I was often interruptedI have NEVER had to ask for a supervisor/ manager before and I regret to say this was my first experience and was then asked by the supervisor "are you crying or something" while on the phone with himI tried to get this resolved via phone, but must tell you that it is not resolved in my mindI understand they are trying to protect the consumer and avoid fraudulent payment; however as the actual consumer I was inconvenienced and penalized for not understanding this company policy that's in placeIt wasn't until after numerous phone conversations that I fully understood what I needed to do in regards to finalizing my payment for my plane ticketsThis practice of verifying $1-$extra charge that never shows up in your account unless you call for further instruction is unclear, misleading and unfair to the consumerI want my original purchase of $for my airline ticketsI have expressed my concerns and complaints to many individuals only to be given the same response over and overIf there is some discrepancy in charging our card (which our card was charged the full amount on the day of purchase) then call me and ask me to verify with my bankDon't send me a secret charge that doesn't come through unless further action is takenMy original purchase order was $and was then penalized for not understanding the company policy an additional $I expect a refund of this full amount.Desired Settlement: I want to be refunded the $extra cost of the tickets and want to only pay for my original cost of purchase which was $
Business
Response:
Dear Ms[redacted], Onbehalf of the entire team at FareDepot, we apologize for any inconvenience andfrustration caused throughout your online travel-booking processAs you haveexpressed, the extra verification of a small charge being made to your creditcard between the amounts of $1-$is indeed to mitigate the risk of fraud andto protect each of our customers from a fraudulent and potentially harmfulsituationAs our agents strive to do, we make sure that each of our customersunderstand the process to verify the charge amountFor most of our customers,it is as seamless as looking at an online bank statement and seeing the chargeright awayAlthough it rarely occurs, it is still possible that a charge willonly go through if the bank allows it and does not flag it as a miscellaneouschargeWith regards to your reservation's cancellation, the ticket prices hadgone up in price and our agents could only ‘hold' your reservation with theairline until the prices had inevitably changedThe airline auto-cancelled thefares and a cancellation email was sent to the email record on file at: [redacted]As ourfirm's number one priority, our highly-trained team of agents have workeddiligently to help our customersUpon learning of your experience with ouragents, I have made strong and stern efforts to address the concerns you havebrought upWe appreciate the points you have madeThe agent you havementioned specifically, Roger, has already been disciplined and informed of theconsequences of dealing in such a manner with any valued customerUnderstandably,as the cost of the air tickets had increased in price, our agents dealt withthis situation very diplomatically and quoted you a new fare price that wouldmatchAlso, our policy is to make sure that we do not charge a fee on top ofthe additional charges to match the new fares, and therefore we have not madeany money on the tickets issued for youNonetheless, after dealing with ouragents, we appreciate your business and thank you for accepting our faredifference to issue your ticketsAt this point, if you wish to receive arefund, you may contact our agents directly at [redacted] who will assist youin cancelling your reservation, though a fee may applyPlease also be awarethat the tickets you purchased may also be non-refundable as much time haspassed since the tickets have been issued and the departure date for yourflights is quickly approachingPlease feel free to contact me if you have any otherquestions or concernsThank you & Kind Regards,FareDepot Team
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me since Faredepot refunded me the requested amount of $Thank you for your assistance in resolving this complaint

Review: I booked a flight from a website named WWW.FAREDEPOT.COM, from Boston to Delhi (Confirmation [redacted]) and I WAS NOT NOTIFIED IN PARTICULAR THAT I WILL REQUIRE A CANADIAN TRANSIT VISA (The flight had a 1.5 hour lay over in toronto), holding an INDIAN PASSPORT, even when all details were provided by me at the time of booking. I also made a number of correspondence by telephone and email to agents from the website, and nobody seem to mention this clause. I was NOT ALLOWED TO BOARD THE FLIGHT BY AIR CANADA due to this, and after contacting the agent from the website, no help or support was provided. I was stranded at the Boston airport with no support by air canada too. My ticket was NOT REFUNDED and I had to face some serious consequences due to this, which are still continuing. I have faced a loss of money and time due to this serious inconvenience caused and would like to raise a complaint against this. I do understand that all websites and agents will have a 'terms & conditions' document to protect your company but this is something serious and has caused a lot of stress and inconvenience. I would like to request you to kindly help me deal with the website to get me a refund of my loss (USD 523.36 + USD 70.00) after reviewing this case. I have also attached an e-ticket which was raised by the website at the time of booking, which DOES NOT MENTION anywhere about the transit visa clause! I am a frequent traveller and have never seen this rare clause as Canadian govt. had, hence I believe, it should have been mentioned to me while I was buying my ticket from Boston to Delhi!!

The transit visa clause was not mentioned on e-ticket which was issued by the company. The company followed up with complaints and gave screenshots to terms and conditions which every customer signs, that protects them in a legal way but this is a misrepresentation of their services. I filed a complaint to [redacted], which the website claims to be a member of, and got to know later that they are using a false logo of [redacted] on their website too, and misleading customers.Desired Settlement: I believe that the business has all responsibility to give me a refund of ticket to the least ($ 523.36 + $ 70 = $ 593.36) [$70 was charged for baggage].

Also, I had to face serious consequences at the airport due to this, and monetarily, had to spend $986.66 for a new purchase to reach home. I would ideally want the company to cover my new ticket price as a gesture of apology.

Business

Response:

Although FareDepot understands [redacted]’s situation and is sympathetic to the

inconvenience in his travels, he must also understand that FareDepot is not

responsible for the issue [redacted] faced at the Toronto International Airport.

Based on the confirmation and passenger agreement that must be abided by and

agreed upon by each and every customer, FareDepot does not hold the liability

of these types of issues.

As stated in our Travel Information guidelines before the booking reservation is

created (which can also be accessed at any given time on our website at http://faredepot.com under Terms &

Conditions), the passenger is responsible for obtaining all passport, visa and

health information required. FareDepot will assist the passenger in obtaining

such information upon request; however, the final responsibility for obtaining

the necessary information and complying with any passport, visa and health

requirements remains with the passenger, solely. This information is included,

additionally, in the following pages of E-Ticket receipts to each and every

customer, under Terms & Conditions. Therefore, there is no

misrepresentation of services offered by our travel agency.

FareDepot

has taken the necessary steps to diminish incidents such as these to not occur,

including boldly stating and representing the terms and conditions, as well as

rules and restrictions of the travel agency on E-Ticket receipts as well as

through online outlets.

Finally,

with regards to a complaints to [redacted] (T[redacted]) –

FareDepot is not directly a member of the organization, though as per rules of

the airline industry and in travel distribution network (including the

relationships with such organizations), FareDepot’s partnership with multiple

travel suppliers and wholesale travel agencies in the United States, who are

accredited by [redacted], automatically grants the right to FareDepot as a

third-party reseller of their travel-related products and license of Travel

Agencies in the United States. Therefore, there is no misleading of customers

whatsoever. In addition to [redacted] accreditation, FareDepot is government accredited

as a Seller of Travel by the Department of Justice of California, and is also

accredited by the Airline Reporting Corporation (ARC), the largest governing

body of regulating the sale of flights in the United States.

Thank you,

Consumer

Response:

Review: I purchased tickets to Bosnia through this websiteDue to passports not coming in time, we had to cancel the trip.They told me that the cancellation fee was $(which is high to begin with but ok..) Told me that would be charged and then I would receive the remainder of $as a refund to the credit card used to book the flightsThe credit card used was one which belongs to my friend.The flights were cancelled in early JuneAs of July, no refund.As of August, no refundI contacted FareDepot and they said the refund was issued on June 19, so should show up on the statement within a few days to a couple of weeks of that dateFareDepot told me to call the airlinesI did, and they both referred me back to FareDepot.It is now September and still no refundI even sat with my friend when he called the bank to confirm what we were able to see on paper statements and online; No Refund.The bank representative confirmed that not a single penny has been refunded.Desired Settlement: To receive the money due back to me from this company, in the amount of $
Business
Response:
We are very sorry for the overall scenario that you have facedWe did a deep down investigation and understand because of the recent unexpected backlog your refund somehow did not get processed and was still in the queue in the sequence mannerHowever, your case has been put forward on an top priority basis considering the delay already experienced, and we are pleased to let you know that the refund amount has been processed and sent to your credit card SEP 23, which you should be receiving in weeks from nowPlease do check with your bank after this deadline, or if not received by this time frame, just give it few more daysWe are once again sorry for the inconvenience caused and we thank you for your support and patience shown towards us during this refund processWe value your business and we look forward to serve you in coming daysThanking you, faredepot.com

Review: I had set up a travel arrangement to Athens, Greece for September 20, 2013. In the middle of August I experienced a ruptured appendix. I was hospitalized for 4 weeks and during that time losing more than 20% or my body weight and contracted several other health issues related to my hospital stay that made it dangerous to the passengers for me to travel. I was released from the hospital just a few days before my scheduled departure. My general surgeon, infectious disease doctor and family physician provided letters that I was not healthy and could not travel. I was receiving home health care for weeks beyond the September 20th departure date. I requested a refund of my travel expenses from FareDepot.com on September 18th and Expedia.com on September 19th. Expedia.com refunded my travel expenses on September 20th and they were credited to my credit card on September 21st.

FareDepot.com has not issued a refund or credit as of yet. Initially they said it was up to the Airline to determine whether a refund would be given. I contacted the airline, Luthansa, and they said it wasn't up to them to determine whether a refund was given because Faredepot.com had not actually paid for the seats yet so they couldn't provide a refund of money not received. I contacted Faredepot.com again and this time they said that it was up to the "concerned department" as to how much a refund would be received. I waited until October 14th, 2013 to contact them because they never got in contact again with me after our October 2nd correspondence. On October 14th they stated in an email that I would receive a full refund minus a $600 cancel fee the Airline had imposed. In that email they stated if I accepted the refund amount, it would be in my account within 2-3 days. I agreed to accept that. Since then they have failed to issue a refund. They first blamed paypal. Then they blamed that I had a dispute on the charge. On October 31st, my credit card called to have the charge dispute closed because the merchant had asked for it be closed so a refund could be issued. I agreed. I have been in contact with American Express and Faredepot.com since then and no refund has been issued. Faredepot.com refuses to contact American Express. They continue to tell me to contact my bank. I have told them their is no bank involved, yet they continue to respond with the same. The sales department continues to respond to my correspondence, yet states the accounting department is the department to issue the refund. I have asked for the accounting department to respond to my emails and to get involved to rectify this problem but so far they have refused to take any action. Faredepot.com has never corresponded with me other than a direct response to my correspondence. When they have said they would be contacting me back soon, they have notingDesired Settlement: I want Faredepot.com to honor their agreement that they asked me to accept with a refund to my credit card of $4077.18 or give me a full refund of $4677.18.

Business

Response:

[redacted]

We have received your response via the Revdex.com regarding the reservation you made via faredepot.com for 4 passengers. We are glad that you were in correspondence with our team members throughout the process of receiving your refund. On behalf of the team at Fare Depot, LLC, I whole-heartedly apologize for any inconvenience experienced throughout your travel-booking process. It is important for you to note that Fare Depot LLC had no intention of not refunding the paid amount. Once a PayPal dispute was brought up, our accounting department head and I worked to make sure the refund would be debited from our PayPal account and replaced into [redacted]’s account, incurring a loss on our end. Please take into consideration the correspondence and email conversations between the accounting department of Fare Depot LLC and the customer service staff of PayPal. During the month of November, Fare Depot LLC contacted PayPal to request a refund to be issued to [redacted], the buyer, for a full refund of $4677.18. After some time had passed and no refund was issued to [redacted], a Revdex.com dispute was opened. As you can see from our documentation, Fare Depot LLC had been in correspondence with PayPal and PayPal’s staff had clearly took blame for an internal problem while refunding the amount, stating “I am really sorry that you had to incur a loss because the refund was not issued when you requested PayPal to issue the refund.” Once American Express approved the refund to be processed, only then were we able to work with PayPal to fully process the chargeback. Therefore, the funds were refunded to the customer when the credit card company gave PayPal the go-ahead on December 2, 2013.

We sincerely and whole-heartedly apologize for any inconvenience caused to you throughout your travel-booking process. On behalf of Fare Depot LLC and our dedicated staff, we kindly ask you to note that there was no harmful intent and we are fully committed to providing the highest customer service and quality in our products and services.

Documentation

As you know, we used the information you gave us to dispute a chargeback

filed for the transaction below. Unfortunately, the buyer's credit card

company decided in favor of the buyer.

Since the chargeback was resolved in the buyer's favor, an amount equal to

the disputed funds will be removed from your account. The fee charged by

your buyer’s credit card issuer was also deducted from your PayPal balance.

To learn more about fees and how we investigate transactions, click “Legal

Agreements” at the bottom of any PayPal page and then click “PayPal User

Agreement.”

We don't control the outcome of the bank's decision. When you accepted the

PayPal User Agreement, you agreed to accept this decision as final and

legally binding for this type of dispute.

Here are the details of this case:

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Details of Disputed Transaction

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Dear Fare Depot LLC,

Thank you for contacting PayPal.

We've received your documentation requesting a refund be issued to the

buyer. We've contacted the buyer's card issuer and opened a dispute on

your behalf. Be aware that it can take up to 75 days for PayPal to know

the outcome of the case.

Thank you for contacting PayPal.

My name is [redacted], and I'm here to help you out. I am really sorry that

you had to incur a loss because the refund was not issued when you

requested PayPal to issue the refund. When a chargeback is opened,

PayPal is not the decider of the case, and therefore we do not initiate

any refunds. Once the credit card gives us their decision on the case,

that is when we move the funds. Therefore, the funds were refunded to

the customer once the credit card company told us to, on 12/2/13.

I am really sorry for your loss because of the system not aligning with

the customer's policy. If you have anything else I can help resolve for

you, please don't hesitate to call us directly at (888) 215-5506

It is my pleasure to assist you. Thank you for choosing PayPal.

One of our flights was cancelled due to bad weather, and FareDepot called us to ask whether we want a refund or if we'll accept the new flights. We told them they should under no circumstance refund the tickets, but it turns out they went and did it anyway. When asked about it, first they claimed the airline ordered the refund, but we have proof from the airline showing this to be completely false.

After we filed a complaint with the Revdex.com, FareDepot lied to them and started claiming that instead of the airline ordering the refund, we ordered it, apparently just to get the Revdex.com to close the case.

FareDepot is absolutely not a trustworthy company, and we caught them lying more than once during our interactions with them.

Review: My son, [redacted] had a confirmation email sent to him concerning his flight. I have the email and con forward it if needed. When he arrived at the airport, they denied him from getting on the airplane. Faredepot had not professionally completed his confirmation. When I tried to contact Faredepot, nobody responded even though the voice mail said an agent was available from 9:00 to 9:00. Finally my son purchased a valid ticket costing approx. $250 more than the Faredeport confirmation. On the fourth phone call to the website, after the problem was already resolved by purchase of the new ticket, somebody answered the phone at the website. They were hard to understand (spoke terrible English), were rude and really didn't care. They said they sent my son an additional email stating the confirmation was not valid. My son said he did not receive the second email, denying the confirmation. When I said they should have followed the second email with a phone call, they hung up on me. I then left a message that was not returned. I called the next day, today and was told the same thing. They were going to do nothing. They really did not care. I then told them I was going to contact you. Please do not let anybody else get hurt by this company. They already have an F Rating. Thank you and god bless.Desired Settlement: I want the additional $250 sent to my son Mike from Faredepot. They were responsible for his loss.

Business

Response:

[redacted]

I am in receipt of you complaint that you filed with the 888. I have attached the email that was sent to your son with regards to his reservation that he made with Faredepot. Since he was using a third party credit card under the name of [redacted] we are required to do a security check on such transaction to protect not only the cardholder but ourselves from fraudulent charges. Since we did not receive a response from our email we had no choice but to cancel the ticketing transaction. As you can see the email was sent the same day the reservation was made which was July 9, 2014