Fareportal Inc.

Review: On May [redacted], 2014 I was booking travel thru [redacted]; I browsed hotels and did not notice that I selected a stay until I got the confirmation at 9:25 AM. I immediately called the company...I was told that there was no problem it was going to be cancelled and I was not going to get a refund. They sent me an email confirmation at 9:35 AM stating that I was going to get a refund in 7 - 14 business days. Their policy states that " free cancellations are permitted, if requested within 4 hours from the time of purchase". I called them at the end of 14 business days because of course I had not received a refund. The billing department told me that it was a mistake and they were going to call AMEX directly. It is now 3 and a half months later and still no refund. I called them today and they claim that they won't refund the money because I disputed the charges thru AMEX. Horrible customer service, rude I was told by their [redacted] "to have my lawyer call them". I asked to speak to manager and I was told that there was no manager and the supervisor hang up the phone. It is just ridiculous that they are bluntly stealing people money & getting away with it.Desired Settlement: I paid a total of $$1619.92 and I was promised in writting that a refund of $1147.42 I need to be refunded the money as stipulated on their email.

Business

Response:

[redacted]

Dear [redacted]:

This

is in response to the complaint we received regarding the above referenced

booking number. In her complaint [redacted]

is requesting a refund for the hotel she cancelled

We

would like to advise the Revdex.com that a refund request has been

submitted to our Accounts Payable Department in the amount of $1,147.42

The

refund will either be processed back to the original credit card used or in the

form of a check. If by check it will be

sent to:

We

appreciate the time and attention your office has given to this matter and

please understand to complete this process may take up to 30 days from the date

of this letter.

We

regret any confusion or frustrations [redacted] encountered and appreciate the

time and attention your office has given this matter.

Sincerely,

Review: My daughter traveled with [redacted] (I can supply the booking) and found difficulties throughout the entire process, which ultimately caused her to miss her return flight and incur $900 loss for new ticket and travel back and forth to the airport an additional time. Without describing the details of all of the difficulties, I will only tell of the circumstance which led to her missing of the flight. She arrived at Heathrow Airport well before the flight and had already been checked in online earlier. We were told on the phone by a Lufthansa staff member to go to Terminal 1, which is where Lufthansa is, and when she arrived there, she was advised by Lufthansa staff and they sent her to Terminal 2 but they directed her incorrectly on how to get there. When she arrived there she again couldn't find her way, so she again asked airport staff and finally someone gave her the correct information. But when she arrived at the correct terminal, Terminal 2, it was after over an hour of tiring run around, having to walk several miles lost in the Airport from terminal to terminal, only to be told that they would not let her on the flight because by then it was less than an hour before the scheduled departure time. All she did was cry.

Also at the time of the booking, we requested Kosher meals for the travel both ways, but there was no Kosher meal for her on her outbound flight nor on the flight which she eventually traveled back on, so she did not eat on the entire flight both times.

At the time of booking and subsequently, we were not supported to know where to go, and for this I am upset with [redacted] and I am asking for you to set it straight so that I will feel that I am being dealt with in a correct and caring way and will be willing to travel with [redacted] again. I am requesting to be reimbursed for the $900 loss and additionally to be compensated for all of my daughter's difficulties (which included being suspended from school for a few days for not being in school on the day that she should have).Desired Settlement: I am requesting $1,500 for expenses and compensation.

Business

Response:

[redacted]

Dear [redacted]:

This

is in response to the complaint we received regarding the above referenced

booking number. In his complaint [redacted]

is requesting compensation due to incorrect information given by a Lufthansa

Airlines’ representative.

We

regret any confusion or frustrations that [redacted] encountered as describe

in the complaint. We at [redacted]

endeavor to provide information to our clients to prevent any unforeseen or unexpected

situations that may interrupt their travel.

Please

understand at no time did [redacted] provide incorrect information. As stated it was the information provided by

Lufthansa that caused his daughter to miss her flight and any additional

expenses.

Per

our Terms and Conditions, “Please note that your meal

and other special requests are requests only.

All requests should be verified with the airline. We also do not guarantee that your meal

request will be confirmed by the airline”.

Again

we regret any confusion or frustrations his daughter encountered, for any

compensation [redacted] will need to contact Lufthansa Airlines directly.

We

appreciate the time and attention your office has given to this matter.

Sincerely,

[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

It is not as you say. [redacted] indicated that this is a Lufthansa flight. In fact it turned out to be serviced through United. This is at a different terminal. My daughter went to Lufthansa and simply couldn't figure out where right place is to go to for her flight.

As far as the meal, while it is true that it isn't the responsibility of [redacted], they are however required to at least make the request to the airline. If they tell the client that they have requested it and they then neglect to do so, they are responsible for this. [Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

Dear [redacted]:

This is

in response to the rebuttal we received regarding the above referenced booking

number. In his complaint [redacted]

is requesting compensation due to incorrect information given by a Lufthansa

Airlines’ representative.

As

states in our original letter the reason [redacted] missed her departure

flight out of London Heathrow was due to the incorrect information she received

from the Lufthansa Airlines’ representative.

I have

enclosed what we called a “Copied Payment” which is captured prior to [redacted] submitting the reservation for his daughter. As you can see he was advised that the flight

departing from London Heathrow would be by United Airlines. We also advised that the flight would depart

from terminal two (2).

Per our

records a request was submitted to the airline for a kosher meal.

Again

we regret any confusion or frustrations his daughter encountered, for any

compensation [redacted] will need to contact the airline directly for any

compensation.

We

appreciate the time and attention your office has given to this matter.

Sincerely,

[redacted]

Review: I was looking to purchase airline ticket found my airport and destination with the desired times selected them and hit buy. but when I bought them they were the incorrect locations. Instead of Newark to San Antonio I ended up with Kennedy airport to Austin. I immediately called to cancel, I was on hold for 2 hours, they had trouble processing the cancellation. They then called me back the next morning and processed the cancellation and refund. I called last week because I haven't received the refund, they stated it takes 10-15 days. So I called today, 3 weeks later, called [redacted] first see if they see any refund being processed, they do not. Called [redacted] back and the first person said that my refund was stopped because I requested a chargeback, I never did. So he transferred me, Then the next rep stated my refund was denied, so he transferred me. The next rep stated that I cancelled the refund and that I needed to speak to the billing department, so he transferred me, by this time that office was closed already, I was on the phone with them for over 2 hours being transferred and they just gave me run around and refused to give me the proper information. I asked where the office was located and they stand it was in India.So now I am out of $255 and the flight I needed was for my son to go to his best friends Air force Graduation next week. I can't afford to bu another ticket so I am very upset.Desired Settlement: I would like a refund or another round trip ticket to the correct locations but for next week. [redacted]

Business

Response:

January **, 2016

Revdex.com

Dear [redacted]:

This is in response to

the complaint we received for the above referenced booking number. In her complaint [redacted] states that she

has not received her refund.

On January [redacted] we were notified by her credit

card company that a dispute had been received.

Merchant Chargeback Notice added to system - Chargeback Reference

No. - [redacted] Receive Date: 12/**/2015 - Internal Reason: [redacted] Charge Back -

Amount: $255.49

Please understand that

we are not investigating her claim, this process is being handled by her credit

card company and they are the ones who will determine the outcome.

We regret any confusion

encountered by [redacted] but until her credit card company completes their

research no further action can be taken on our part.

We appreciate the time

and attention your office has given to this matter.

Sincerely,

Karen R[redacted]

Customer Service Manager

Had to cancel a flight, was told by Cheapo that it was non refundable flight. Spoke with the airlines and they said it was in fact a refundable ticket. However cheapo still refused to give me back my $460. They told me I could use it at a later date if I booked with them, charged me $50 for canceling. Then when I tried to book a new flight they told me there would be an additional $200 fee attached for changing the dates on the ticket.

Review: I booked tickets through this site. Everything seemed to fine as the tickets checked out through US Airways. A day after booking my ticket I realized that I had an overlay for 1 day. I called back to have this switched as I saw the same returning flight without overlay for the same price. I called to have this changed and was informed that it would only be an additional $64 per ticket. Which I could not understand as there was no price difference advertised on the website. However I paid the difference. Then my card was charged for the entire flight again. So my card was charged for over $4000. I called to get a refund as I was out of town with my children and my card was being declined. I was told I could cancel and would get a refund in 7-10 days. I never received a confirmation for cancellation. I tried to call in multiple times and was hung up on or placed on hold. I simply want my money back and a receipt confirming my cancellation and refund.Desired Settlement: I would like a refund and a receipt or I will dispute my charges.

Business

Response:

[redacted]

Dear [redacted]:

On February **, 2014, [redacted] visited our website and made a roundtrip booking from Charlotte, NC to Frankfurt, GE, traveling on 04/**/2014 and returning on 04/**/2014. The total amount charged to [redacted] for this booking was $1,924.39, including the cost of insurance and an on-line immediate discount. The very next day [redacted] called back to make changes to this booking. The airline he booked with, US Airways, charges a change fee of $200.00 per person, plus fare difference (if any fare difference applies), there is also an additional change fee charged by CheapOair.

However, because [redacted] called us within 24 hours of the original booking, our agent was able to save him the additional money by voiding the original ticket for standard fee, then rebook the new dates and issue then as new tickets, instead of issuing them as a change. When we did this, the voided charge for the first ticket did not yet hit his bank account and so it appeared as though he was charged twice, when in fact the first charge hadn’t even been processed yet. We tried explaining this to [redacted], but he remained steadfast that we charged him twice and wanted us to cancel his booking an give him a full refund. As we were unable to communicate with him as to what took place, we agreed to refund [redacted] in full. All charges to [redacted]’s card were refunded on February **, 2014 and were processed between February **, 2014 and February **, 2014.

I have attached a copy of our Refund Approval page, which shows a total amount of $2,064.19 (including the bank’s Processor Approval Codes) has been refunded. We have not charged any cancellation fees and we’ve refunded our original booking fee, which is normally nonrefundable.

We hope this answers all of the questions set forth by [redacted], if not, please feel free to call or e-mail me at your convenience.

We appreciate the time and attention your office has given to this matter.

Sincerely,

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 and the matter has been resolved. However the way the process was explained in your response was not how the customer service agents explained it over the phone. They need to be more patient, better trained and compassionate with the customers.

Sincerely,

Review: I bought 4 one-way flight tickets from this site. The advertised price was $160.00 per ticket, they do not tell you that seat selection will be extra until after you purchase! My four year old daughter is coming along for this flight and the Spirit Airlines cannot guarantee we'll sit next to each other unless I pay an additional $20.00 each. I will not have my 4 year old sitting rows away from me with strangers! Seat selections are $10.00 a piece, and we have a stop, so I have to pay for 2 seat selections each! I tried to contact Spirit Airlines to get a refund and they will, but there is a cancellation fee of $140.00. I think that they should really tell you BEFORE YOU BUY that nothing is included in this price but your ticket!Desired Settlement: I want CheapOair to contact Spirit Airlines and get ALL of my money refunded! A second option would be for them to pay for the seating of 2 people ($40.00).

Business

Response:

Dear

[redacted]:

This

is in response to the complaint we received regarding the above referenced

booking number. In her complaint [redacted] is requesting either a refund for the non- refundable tickets she

purchased via our on line website or we pay the airline baggage fees she will

be required to pay directly to Spirit Airlines.

Prior

to submitting her request on March **, 2014, she states that she had read our

Terms and Conditions and listed under BAGGAGE POLICY AND FEES “If you have excess baggage,

you will have to pay any excess baggage fee assessed by each airline. Most

airlines now charge baggage fees even for the first bag checked-in; we recommend

traveling light to reduce these costs. To find the baggage fees for each

airline, please visit our Baggage Fees page. Baggage fees range from $15 up

to $200 or more depending on the size and weight of the bag and is per checked

bag. These fees are to be paid directly to airline upon using such service. We make an effort to keep the baggage fees

table updated but we recommend you contact the airline directly for the latest

fees on check baggage and policy as it relates to baggage.

I have enclosed what [redacted] was advised once she clicked on the Baggage fee link (see attachment

1). She was also advised for more

detailed information we advised them to visit the airlines website at [redacted] (see attachment 2).

We

appreciate the time and attention your office has given this matter and is requesting that this complaint be removed

and forwarded to Spirit Airline. We

at CheapOair.com do not set airlines

policies and most if not all airlines now charge baggage fees.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Review: I purchased a US Airways airline ticket from CheapOAir for $365.00 on March 20th, 2014. Their refund policy is if you cancel your flight within four (4) hours, you get a full refund. I cancelled the flight within one (1) hour because I found a cheaper flight ticket. They refunded the $14.00 booking fee, but failed to refund the remaining $351.00. I called the booking department that handles the credits and they told me I had to contact US Airways refund department. I contacted US Airways refund department and they told me they do not give refunds when I purchase a ticket from an online, third-party company such as CheapOAir. I called CheapOAir back and explained to them that my refund has to come from them. They told me that the $351.00 was credited back to my checking account, which it wasn't. I contacted my bank and they sent me documentation showing where the funds were taken out of my account. The documentation showed the $14.00 booking fee credited back into my account, but not the remaining 351.00. I emailed the documentation to them and they refuse to take any action. I even had a three-way conference call with my bank and CheapOAir billing department to verify that the funds was not credited back to my account. It's going on three weeks since I asked for my refund. They continue to ignore me.Desired Settlement: I would like to have my $351.00 credited back into my account and also, for all the hassle they've put me through, I would like to have a free round-trip ticket to the destination of my choice.

Business

Response:

[redacted]

Dear [redacted]:

This

is in response to the complaint we received regarding the above referenced

booking number. In his complaint [redacted] states that he has not received his refund.

When tickets are issued and voided within a

24 hour period there is only a pending authorization of $365.00 on his credit

card. The authorized amount will go back

to the accounts available credit. This

will not appear as a refund and generally takes 24 to 72 hours. He will need to check his credit card

statement or with his credit card company.

They will be able to advise if the authorization went past the ‘pending’

stage.

[redacted] did contact our billing department advising that there was a charge

posted to his account for $351.00. Our

billing agent did contact US Airways regarding the charge. It was at that time we were informed that the

charge he was referring to was for a reservation that he booked with a company

called [redacted].

We

regret any confusion or frustrations [redacted] encountered but no refund

will be processed since the reservation he submitted on our online website was

cancelled and he was never charged.

We

appreciate the time and attention your office has given this matter. I am requesting that this complaint be closed

and not counted against us, since there was no error on our part since ether

charges he is requesting to be refund was not charged by CheapOair.

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 and the matter has been resolved.

Sincerely,

Review: My wife and daughter arrived at the [redacted] train station and when they got to the ticket counter, they didn't accept the ticket number from CheapoAir. She had to make an international call, wait on hold for over 15 minutes just to be given a different variation of the same non-working ticket number. She then called again when it didn't work, waiting on hold for another long period of time, where the agent told her the train ticket number was indeed correct.

My wife calls home ([redacted]) to wake me at 3am to see if I can help out. So I call CheapoAir, wait 20 minutes just to hear the agent insist that the number is the correct train ticket number. Not true. The train was less than an hour from departing and I call back, wait on hold for 33 minutes, then immediately ask for a [redacted]. After five minutes, the [redacted] determined that this number was a flight number, not a train ticket number, and spent several minutes looking for the correct train ticket number.

I had to answer my wife's call so I tried to put the agent on hold, but wound up disconnecting instead. The agent called back while I was talking to my wife and left a message when he couldn't get a hold of me, but by this time the train had already left. My wife had to spend $200 on two more train tickets for a train leaving six hours later, just because the agents she spoke with before couldn't tell the difference between an airline ticket number and a train ticket number.

I called back when I found out they missed the train and had to purchase another set of tickets, and after waiting 20 minutes on hold, spoke to an agent named [redacted]. He assured me that I would indeed get reimbursed, as long as I provided them with a copy of the receipt from my wife. He was reluctant to give me his email address, but after insisting that I didn't want to call back and wait 20 minutes again just to get an email to sen the receipt to.

I finally got a copy of the receipt and emailed it to [redacted] and after a couple of days I haven't heard from him. I'm guessing he's choosing to ignore my email, forcing me to call back and wait another 20 minutes on hold just so action can be taken. I refuse.

The CheapoAir was never able to tell me what the correct train ticket numbers were, even though we paid for them months prior. Not only that, but the train number on the itinerary they sent us was invalid.

Passengers are [redacted], and [redacted], travelling Apr **-May *, 2014 from Salt Lake City, UT to Sevilla, SpainDesired Settlement: I would like to be reimbursed for not only the train tickets, but for over two hours of international call charges that my wife and I were forced to use.

Business

Response:

[redacted]

Dear [redacted]:

This

is in response to the complaint we received regarding the above referenced

booking number. In his complaint [redacted] is requesting a refund for train tickets he was required to purchase for 200.00

Euros.

We

would like to inform the Revdex.com that a refund request has been

submitted to our Accounts Payable Department in the amount of $172.00 which is

the converted price of the ticket he purchased.

The refund will either be processed back to the original credit card

used or in the form of a check. If by

check it will be sent to:

We

regret any confusion or frustrations [redacted] encountered and please

understand to complete this process it may take up to 30 days.

We

appreciate the time and attention your office has given to this matter.

Sincerely,

[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I am not satisfied with the amount because it doesn't cover any of our the additional arrangements we had to make after having to take a train six hours later, not to mention international calls that were made where we were forced to wait on hold for over two hours' total time.

But I will accept what was offered because I mentioned this in my complaint and it was obviously ignored.

Sincerely,

Review: I purchased several airline tickets through this company, and I called them to book the flights because I needed to pay for the filghts with two credit cards. The agent told me during the call that the airline charges 3% for multiple credit cards, and this would come to $120. I went ahead with the purchase, where they included this surcharge "from the airline" in the total ticket fees. Afterward it didn't sit with me right so I contacted the airlie by email to clarify this point. Lufthansa, the airline denied that there was a surcharge made by the airline. The company may have a surcharge, but lied to me about what it was. If I had known I would not have purchased the tickets from them. I have tried contacting them and they have not responded at all.Desired Settlement: I would like the surcharge that I was lied to about refunded to each card.

Business

Response:

[redacted]

Dear [redacted]:

This is in response to the complaint we received regarding the above referenced

booking number. In her complaint [redacted]

is requesting that she be refunded the 3% she agreed to pay in order to

purchase the tickets utilizing two separate credit cards.

Our

records indicate that as a gesture of goodwill a refund was processed back to

her MasterCard ending in [redacted] on June **, 2014, in the amount of $130.45.

If

[redacted] has any further questions she may contact our Billing Department

at ###-###-#### and one of our agents will be able to assist her.

We

appreciate the time and attention your office has given this matter. I am requesting that this complaint be closed

and not counted since she was advised by our customer service agent that we do

charge a service fee when multi credit cards are used and as she stated in her complaint she agreed

to pay the fee prior to submitting her reservation.

Sincerely,

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 and the matter has been resolved.

Sincerely,

Review: The passenger name on the ticket ([redacted]) does not match the name on passport ([redacted]). My wife and I have called four times now and each time we were told to wait 72 hours and the name change would be taken care of after which someone from the company would call us. The first three times the task was not completed and not one person has ever called us. We are still awaiting the outcome of the fourth call.

Each time we called after not getting any satisfaction we asked why this was not getting done. The agents were always evasive, never answering the question directly. The last two times I spoke with an agent I asked what would happen if the passenger was unable to board the airplane because CheapOair failed to do their job. Would CheapOair reimburse us the airfare?

The answers to those questions were very evasive with comments like "[redacted]". This is the worst company I can ever remember dealing with and there have been some very bad ones.Desired Settlement: We want these people to do what they keep promising they will do. Finish the job and call us to let us know. At the very least they could call and let us know that it hasn't been completed yet. If it turns out that they do not get this done and the passenger is unable to board the plane then we expect to be reimbursed the full fare by CheapOair. If not then we will file a lawsuit and we have no doubt a judgement will be made in our favor. Once that is in place then we expect CheapOair to pay off the settlement with no further contact between us required.

Business

Response:

March **, 2016

This is in response to

the complaint we received regarding the above referenced booking number. In his complaint [redacted] wants to change

his reservation since the name he submitted was incorrect.

Prior to submitting the

reservation he stated that he had read and understood our Terms and

Conditions. Listed in our Terms and

Conditions “Most airline tickets are 100%

non-refundable and non-transferable. If

you wish to exchange the tickets for new dates or routing any and all changes

made to the itinerary are restricted and subject to airline

penalties and any fare difference.

He was also

advised “Please confirm that the dates, times of flight departures

and names of travelers are accurate, tickets are non-transferable and

non-assignable, name changes on tickets are not permitted, ticket cost and

service fees are non-refundable, all govt. and our service fees and taxes

are included in the total ticket cost.

has been advised that he would need to provide copy of the passenger’s passport

and once received as a courtesy a requested would be submitted to the airline

for the name change.

We regret any confusion encountered by [redacted] and we appreciate the time and attention your

office has given to this matter.

Sincerely,

Karen R[redacted]

Customer Service Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is the type of response we fully expected to receive. All you really need to know about this company is that 291 Revdex.com complaints were filed in the last year. Those are just the people who thought to and took the time to file a complaint. How many others did Cheapoair mistreat? Five hundred? One thousand? More? God only knows.Ms. R[redacted]' response just stacks even more lies on the pack of lies we have already receive from the agents of this company. It would seem that being a good liar is a prime qualification to become employed at Cheapoair.Ms. R[redacted] claims that "[redacted] has been advised that he would need to provide copy of the passenger’s passport." This is a lie because no one has EVER said that to either me or my wife. We were repeatedly told by the dozen or so agents we spoke to (incluiding three supervisors) that this matter would be settled within 72 hours and that an agent would call us within that timeframe. Neither of these things ever happened -- all lies.Stating that we were told about the passport is just one lie. Another is that a passport is needed to rectify this problem. If that were the case, surely at least one of the dozen or so agents would have told us that, wouldn't you think? Of course you would.Now let's just say for the sake of argument that we were to make a photocopy of the passport's first page and send it to Cheapoair. What would happen next? We certainly can't tell from Ms. R[redacted] response because the sentence "[redacted] has been advised that he would need to provide copy of the passenger’s passport and once received as a courtesy a requested would be submitted to the airline for the name change" does not make any sense. It's not English. Either words have been mispelled or omitted or both.And besides, we have no reason to believe that anyone would act on this because saying so could very easily be, and most likely is, simply another lie. As a matter of fact, perhaps the only truthful statement we have received from Cheapoair came from the last agent we spoke to who told us that the reason no one has acted on our request is that there is too much time left before the flight takes off -- others have higher priority with Cheapoair. Notice that if this statement is true then Ms. R[redacted] claiming that the reason is that they haven't recieved a copy of the passport is obviously a lie.As we stated in the original complaint, if the passenger is unable to baord the plane because CHeapoair refused to act then we expect Cheapoair to reimburse us the cost of the ticket.[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

March **, 2016

Dear [redacted]:

This is in response to

the rebuttal we received regarding the above referenced booking number. In his complaint [redacted] wants to change

his reservation since the name he submitted was incorrect.

Prior to submitting the

reservation we advised “Please confirm that the dates, times of flight departures

and names of travelers are accurate, tickets are non-transferable and

non-assignable, name changes on tickets are not permitted, ticket cost and

service fees are non-refundable, all govt. and our service fees and taxes

are included in the total ticket cost.

We would

like to advise the Revdex.com that the information requested was

received and the following request was sent to the airline:

From[redacted]<[redacted]>

Date: Wed, Mar **, 2016 at 10:39 AM

Subject: Request for Name Correction /Locator:

Review: On Wednesday August **, 2013 I attemped to book a flight on [redacted], but the computer froze. I called the company and spoke with a representative who informed me that I had no flights scheduled. I asked again if the flight wasn't made he confirmed I had no flights in the system. So I asked if I could book a flight with him and he said yes. The representative booked me a flight for Wednesday August **, 2013. On Sunday August **, 2013 I called to confirm my reservation, when I spoke with the representative I was told there was none, reasons being that the flight I made on the computer did go through and the one the representative made canceled out. I received no phone calls or e-mail stating this cancellation occurred. I asked if I would get a refund for those errors the first representative made he told me yes. I asked if I could book a flight being that I needed to be home, so we book a flight for the third time for Tuesday August **, 2013. When I arrived home I received an e-mail from the airlines to check-in online from the first flight I attempt to book on the computer. I check my credit card account and saw that only one refund was made.Desired Settlement: I would like to be refunded for the money that was taken being that it wasn't my error.

Business

Response:

Dear [redacted]:

This is in response to the complaint received regarding the above case number. In his complaint [redacted] is requesting that he be refunded money that he was charged in error.

We would like to advise the Revdex.com that [redacted] was contacted by one of our customer service agents regarding his concerns.

Our records indicate that instead of a refund [redacted] elected to accept a credit offered by the airline. Once accepted an email was sent explaining how to redeem his credit.

You will now have a credit, in the amount of $204.90 USD, with Virgin America Airlines. This credit will be valid for one year from the original date of issue 04/**/2013 all travel must be completed on, or before, 04/**/2014 and is only valid for travel on Virgin America Airlines. Further to this, depending on the rules of the fare, you may not be able to change the routing from the original itinerary. At the time of rebooking you agree to pay an airline penalty of $0.00 USD per person plus fare difference if any. This credit is NON TRANSFERABLE and NON REFUNDABLE, it may only be used by the person(s) named on the original

We regret any confusion or frustration encountered by [redacted].

We appreciate the time and attention your office has given to this matter.

Sincerely,

Customer Service Manager

Review: I purchased airline tickets with insurance through cheap O air and will not be able to go on the flight. I have requested a refund for the ticket amount and they agreed to the refund. Now they are telling me that they won't honor the refund. They will only give me a voucher for the airline tickets. I have a copy of the e-mail where they agreed to refund the amount.Desired Settlement: I would like for them to refund the price of the two tickets minus whatever their reasonable service fee is. They already agreed to refund my money but have lied about doing so.

Business

Response:

Dear [redacted]:

This is in response to the complaint received regarding the above booking number. In his complaint [redacted] is requesting a refund for the non-refundable tickets he purchased.

In his complaint [redacted] states that he purchased insurance and would like to file a claim since he was not able to travel.

Here is the information he will need in order to file his claim with Travelex. To file a claim on an existing protection plan, he would need to contact their claims department at ###-###-#### under Policy Number [redacted]

We regret any confusion encountered by [redacted] and appreciate the opportunity to look into the situation for him.

We appreciate the time and attention your office has given to this matter.

Sincerely,

Customer Service Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I recently filed a complaint with the Revdex.com and after getting a phone call from the company that the complaint was filed against, I was hopeful that it would be resolved. [redacted] with Cheapo Air encouraged me to work with them and that they would be interested in resolving this issue. I agreed that it would be better if we worked together to resolve the issue. We communicated back and forth a couple of times but have not resolved anything. I am inquiring about how to re-submit my original complaint against this company because it has not been resolved and they don’t seem interested in reaching any type of resolution other than to keep my money. Below, you will see the details with the complaint ID etc… Please advise me if I need to submit a new complaint or if this one can be re-opened or if I can just leave a bad review of their company in the Revdex.com database.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted]:

This is in response to the rebuttal we received regarding the above booking number. In his original request [redacted] is requesting a refund for the non-refundable tickets he purchased.

June **, 2013, [redacted] called our reservation department requesting a reservation for a party of two departing Tulsa, Oklahoma to Grenada departing December **, 2013, and returning January *, 2014. Flight and price options were offered and accepted, that once purchased tickets are considered non-refundable (see attachment 1)

Based on his original complaint [redacted] states that he was promised a refund and we would not honor the refund but would give him a voucher or credit.

On October **, 2013, I contacted [redacted] leaving my name and direct number advising that since he did purchase insurance he would need to contact Travelex to see if he qualified for a refund based on the policy he purchased. This information was also advised to the Revdex.com on October **, 2013.

On October **, 2013, [redacted] did contact me advising that he had not submitted a claim to the insurance company. I had requested that he allow me time to research his request and I would be back in touch once completed.

On November *, 2013, based on my research the following information was advised to [redacted].

1. On September **, 2013, [redacted] contacted our customer service department requesting that the reservation be cancelled. Our customer service agent advised that based on American Airline’s rules and restrictions the tickets were non-refundable and he would hold a credit for future travel which is also listed in our Terms and Conditions.

2. That all such changes are governed by the airline and we are not authorized to waive any individual airlines’ rules or restrictions.

3. That this information was also emailed him (see attachment 2).

In his rebuttal [redacted] states that we are not interested in resolving this issue which is an incorrect statement.

What [redacted] is requesting is that we ignore the rules established by American Airlines.

We appreciate the time and attention your office has given to this matter and feel this complaint should be closed and not counted against us since [redacted] knew that his tickets were non-refundable and he was holding a credit prior to submitting his complaint.

Sincerely,

Customer Service Plus

Review: my original trip cost me was $5050.00 (reference number [redacted]) when I cancelled my trip Cheapoair told me the cancellation fee would be $600 total or $1497.08 per a person ...already i'm getting two prices for my refund $4450.00 or $4491.24. within 24 hours I was charged a mystery $300 but have received nothing in return. I called back to ask what this was they told me it was a cancellation processing fee ( I even paid $267 trip protection) which they said it was used....what was it protecting? the phone call was cut off. called back and wasted another 2.5 hours the new refund amount after fees was $4144.22 it really cost $905 to cancel ??? I asked for a break down but was given the runaround...she transfer me to a line which eventually cut me off...surprise...I wrote an email no reply been calling everyday but keep getting transfer...my refund which I still haven't seen but I am now told by email I would be billed another $14?!!! and 2 weeks to process my refund but no one can tell me how much I'm getting back...Desired Settlement: A fair refund from the original quote since I paid for trip protection....$4450. An email with a breakdown of the fees. A phone conversation without being cut off.

Business

Response:

[redacted]

Dear [redacted]:

This

is in response to the rebuttal we received regarding the above referenced

booking number. In his complaint [redacted] is requesting a refund from the original quote since he purchased travel

protection and is also requesting a breakdown of what he was charged and what

was refunded.

The

details regarding coverage by the insurance company is shown to the customer so

they can have all the information before deciding to purchase the insurance

policy. As with any insurance they have limitations on what is covered.

Listed

under what reasons can I cancel or interrupt my trip.

“You can cancel or interrupt your trip for covered reasons only. Examples of

covered reasons for trip cancellation/interruption include illness, injury or

death of you, a family member or traveling companion; supplier cancellations

due to a strike; traffic accident en route to departure; a documented theft of

passports or visas; a [redacted]; and your home made uninhabitable by fire,

flood, hurricane or natural disaster”.

On

June *, 2014, [redacted] called and spoke to one of our billing agents requesting

that he be sent a statement showing the charges to his credit card. Our billing agents provided a statement

showing the refund amount he was advised when he called to cancel his

reservation totaling $4,144.22.

We

regret any confusion or frustrations [redacted] encountered but no other refund

will be offered based on the fact that he has been refunded what he was advised

and if he had to cancel his reservation for any reason that is covered under

the travel protection insurance he will need to contact the insurance company

and file a claim directly with them.

We

appreciate the time and attention your office has given this matter. I am requesting that this complaint be closed

and not counted against us, since there was no error on our part based on the

above information.

Sincerely,

Review: On July **, 2014, I attempted to book domestic and international flights through [redacted]'s online booking internet site, which is essentially an online travel company. The company agreed to charge me $2,966.00 for multiple flights I attempted to book from Austin, TX to Sydney, Australia. After I entered the credit card information to pay for the flights, [redacted] immediately attempted to charge me $3,418.62 at the last second. It is quite clear [redacted] is doing this to gain a competitive market advantage over it's customers. When I say this, I mean [redacted] falsely advertises lower prices than it's competitors so the consumer will be lured into doing business with the company, and then they refuse to honor what they originally quoted, claiming the airlines have changed their pricing.

They use this excuse, but is entirely false. The next day, I attempted to confirm what they were telling me by executing the exact same information (twice at different times) into their online booking site, and in both instances, the exact same thing happened. I received a quote (which was considerably lower than their competitors pricing at the time) of $2,966.00. But at the last second (in both instances), [redacted] attempted to charge me $3418.62. The change is price is not due to any change in airline fares as they are claiming. [redacted] is just falsely advertising their prices by using a classic "bait and switch" scheme, and it's nothing more than flimflammery on their part.

In an attempt to resolve this, I spoke with two representatives in the company. The first was an employee by the name of [redacted] (Email Address [redacted]). When I confronted him with this information, he denied everything and attempted to sell me airline tickets that were approximately $2,000.00 more than the original quote I received. When I requested to speak with his supervisor, he put me on hold for over 45 minutes. Finally, a floor supervisor by the name o[redacted] took the call but refused to do anything. When I explained what had happened, he kept blaming the airlines, stating that the prices changed once again. But they had not changed, and even as I write this complaint at this very moment, they still haven't changed. [redacted] ultimately refused to sell the tickets at the price that his company advertised. In addition, he raised his voice at me, telling me I don't understand the travel industry, or words to that effect, implying that I was some sort of it. He was also quoting various aspects of the law. At that point, I asked him if he was a lawyer, and he greatly hesitated answering that question but finally said he was not.

I possess written documentation of my allegations against this company and will provide it upon request. I intend to file a formal complaint with the Texas State Attorney General's office and make it very well known in public and social media if this matter does not get resolved.Desired Settlement: A payment in the amount of $452.62, which is the difference in the amount of the price of what they advertised ($2966.00) and attempted to charge me (3418.62)

Assurance from the company executives that will not attempt to engage in this deceptive behavior with other consumers

Business

Response:

[redacted]

Dear [redacted]:

This

is in response to the complaint we received regarding the above referenced case

number. In his complaint [redacted] is

requesting that he be refunded the difference in the fare he saw online and

what could have been confirmed.

It

might help to explain a little how we work.

We are a travel agency, simply stated we are agents for the

airlines. We do not create the airfare,

the schedules or have any control over airfare or schedule changes. As we allow clients to access hundreds of

thousands of flights and fares, so does every other on-line travel agency

worldwide. Basically, this means that

anyone with a phone line or internet connection has access to these flights and

therefore seats and airfares can sell out quickly and it may take the airline

anywhere from 24 hours to several days to update our website on sold out fares

and flights.

We

regret any confusion encountered by [redacted] but if he would like to make a

reservation he will be subject to the current fare at the time of booking.

We appreciate the time and attention your

office has given this matter. I am requesting

that this complaint be closed and not counted based on the above information.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The response provided is utterly without merit and it violates consumer protection laws. [redacted] has a legal responsibility to honor what they advertise. If their website ([redacted]) refuses to accurately display proper pricing without correction after several days as the representative indicated in her response, the company has the responsibility (legally, morally and ethically) to shut the website down until such a time as it advertises real-time pricing. The refusal of the company to correct this problem strongly suggests the company's intent to defraud consumers. Advertising pricing that is lower than the company's competitors and then not honoring it is a common scheme retailers use to gain a competitive market advantage. They advertise lower pricing as [redacted] does. Then, at the last second, they inform the consumer that the pricing has changed (see attachment). Many consumers don't want to be bothered with entering all of the information so they fall prey to this insidious scheme. In my instance, I waited day after day after day, and the same thing happened over and over again and [redacted] did absolutely nothing about it.

If this matter is not resolved, I will request that consumer advocate groups file a lawsuit against this company. In addition, I will also notify social media and the Texas State Attorney General's office. The choice is theirs....

Sincerely,

Business

Response:

[redacted]

Dear [redacted]:

This

is in response to the rebuttal we received regarding the above referenced case number. In his complaint [redacted] is requesting that

he be refunded the difference in the fare he saw online and what could have

been confirmed.

As

stated in our original letter dated July **, 2014, we are a travel agency,

simply stated we are agents for the airlines.

We do not create the airfare, the schedules or have any control over

airfare or schedule changes. As we allow

clients to access hundreds of thousands of flights and fares, so does every

other on-line travel agency worldwide.

Basically, this means that anyone with a smart phone or internet

connection has access to these flights and therefore seats and airfares can

sell out quickly and it may take the airline anywhere from 24 hours to several

days to update their availability on sold out fares and flights.

Also

listed in our Terms and Conditions:

All offers, prices, and conditions

of sale may be subject to:

change without notice;

advance purchase, eligibility, seating, or other

limitations;

travel days, dates, minimum or maximum stays, holidays,

seasons, blackout dates, stopovers, and/or waitlisting restrictions;

reservation validation limitations of up to one year

(if any extension permitted, penalties/restrictions may apply);

other conditions/restrictions.

Availability.

We regret

any confusion encountered by [redacted] but if he would like to make a

reservation he will be subject to the current fare at the time of booking.

We appreciate the time and attention your

office has given this matter. I am

requesting that this complaint be closed and not counted based on the above

information.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

It violates consumer protection laws. [redacted] comments regarding [redacted]'s and/or Fareportal disingenuous policies are noted but not in compliance with federal consumer protection laws. Moreover, the company has a legal responsibility to comply with such laws, and it's irrelevant what their policy purports. Fareportal does not have to comport with the law, only abide to it, and it's clear that [redacted] or her representative have no intention of doing so. Due to this insouciant response and the unwillingness of this company to act legally to consumers, advocates and legal representatives who represent consumer rights organizations have become involved. Appropriate actions are being considered to get them to comply with the law, and Fareportal will be promptly notified. In light of this, I urge the Revdex.com to consider taking a raucous position against this company in order to protect consumers. [redacted], your company's days of defrauding or attempting to defraud consumers are numbered.

Regards,

###-###-####

?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

John Tamel

Awful customer service. They will try to trick you into spending more money. I called to try select seats on a flight and was told that I would be charged an additional $40 per selection.
Also, during the call, when I was trying to ask questions, all the customer service rep was doing was trying to pitch other products and plans instead of trying to answer my questions.
Overall horrible experience. It hasn't even been a day since I booked the flights, and there is already a $25/person flight cancellation charge.
Strongly DO NOT recommend this company for booking any travel plans.

Review: I bought 3 airline tickets when I asked to cancel the tkts I was told they were refundable but it would cost $50.00 each to cancel. I agreed they charged my credit card $150.00 immediately and now are refusing to refund the tickets. Every time I call and explain what's happening they either hang up on me or keep me on hold for 30 min then disconnectDesired Settlement: I would like to be refunded for the tickets $517.21 but will accept $367.21 which is minus the $150.00 I agreed to pay to cancel the tickets on February *,2014

Business

Response:

[redacted]

Dear [redacted]:

This is in response to the complaint we received regarding the above referenced booking number. In her complaint [redacted] states that she has not received her refund of $497.21 that she was charged for the tickets she purchased via our website.

We would like to advise the Revdex.com that a refund request has been submitted to our Accounts Payable Department for the amount listed above. The refund will either be processed back to the original credit card used or in the form of a check. If by check it will be sent to:

We regret any confusion or frustrations [redacted] encountered and please understand to complete this process it may take up to 30 days.

We appreciate the time and attention your office has given to this matter.

Sincerely,

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 and the matter has been resolved.

Sincerely,

Review: I made reservations through [redacted] on June [redacted] on line for flight and Hotel the hotel name is The [redacted]The rate per night for hotel stay for 6 nights were supposed to be 227.33 that was the agreement which the total is supposed to be 1,388.96 plus taxes of 218.23 which brings the grand total to 1,607.19, on the last day of my hotel stay the print out for my total stay was not what was given to me on line they are charging me a different rates per night three nights I was charged a different rate then two nights another rate and one night another rate, I called the Hotel on my return and got no satisfactory answer, I also called [redacted] and got no satisfactory answer no one wants to take responsibility and explain to me why this happened and why all the misleading information, seems like fraud to me!!!Desired Settlement: I only want the correct total taken from my account, and refund the balance that's owed to me which will be 123.88.

Business

Response:

[redacted]

Dear [redacted]:

This

is in response to the complaint we received regarding the above referenced

booking number. In her complaint [redacted] is requesting a refund in the amount of $123.88 she was charged by the

hotel.

Enclosed

is a copy of her booking number. The

reason [redacted] was charged the additional amount was based on the fact that when

she when she submitted her reservation it was for a “Senior Special Rate” which

she did not qualify for.

To

help offset what she was charged a refund in the amount of $50.00 was offered

and accepted by [redacted].

The

refund will be processed in the form of a check and will be sent to:

We appreciate the time

and attention your office has given to this matter and please understand to

complete this process may take up to 30 days.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]I was misled by the hotel and also by [redacted] and $50.00 is not enough of a refund I would like the rest refunded to my account.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

Dear [redacted]:

This is in response to the rebuttal we received regarding the above referenced booking number. In her complaint [redacted] is requesting a refund in the amount of $123.88 she was charged by the hotel when she submitted her reservation for the wrong room category (Senior Special Rate).

Based on her complaint and rebuttal [redacted] is requesting that we refund her money that we never charged. The $123.88 was charged directly by the hotel when the hotel realized [redacted] booked a room rate reserved for Senior Citizens and was not, in fact, a senior citizen. It was the hotel’s decision to charge [redacted] the difference between the discounted Senior Citizen rate and the standard room rate. Therefore, she will need to contact the hotel directly for any compensation/refund.

Please understand this reservation was made by [redacted] directly with our website and not with one of our agents. When [redacted] chose this specific rate (confirmation clearly states it’s a “Senior Special Rate”, please see attached document) we had no reason to assume otherwise. Upon check out the hotel looked at her identification and realized she was not eligible for the rate she booked.

We appreciate the time and attention your office has given to this matter.

Sincerely,

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 and the matter has been resolved.

Sincerely,

Review: I have contacted Cheap O air several times in reference to canceling my reservation. I payed extra on my reservation for something that they call trip protection which is said to include a free cancellation. Upon booking my reservation I noticed that I was being charged $40.59 dollars more than what my spouse was paying and that my government discount wasn't applied. I then contacted cheap O Air and the first representative informed me that my military discount was applied. Then I spoke to another representative and he told me that this was a internet discount and nothing could be applied. After I asked to speak to the [redacted] he told me to tell him what was the other booking number for my spouses flight. Then questioned me about her qualifications, I informed him that we are talking about my flight and why isn't my discount being applied. He wasn't able then said he will apply an $8.00 discount and that was the most he could do. I presumed to ask for a [redacted] because at this point I wanted a refund. I was hung up on and then called back and had been hung up on 3 times in process of attempting to cancel flight and receive free flight. I then called back and was on phone with another representative who finally put me on the phone with a [redacted] after waiting 58 minutes on hold. When a [redacted] answered I was told to hold for 5 minutes and then placed on hold for another 15 minutes. He then told me he would give me a call back, called me back with a representative from spirit airlines and the hung up and I was left on the phone with spirit airlines and he didn't introduce that it was a spirit airline representative or that he was going to hang up. I called back several times placed on hold for over 30 minutes and have yet to receive a refund or call back.Desired Settlement: Full Refund

Business

Response:

[redacted]

Dear [redacted]:

This

is in response to the complaint we received regarding the above referenced

booking number. In his complaint [redacted] is requesting a refund for a non-refundable ticket he purchased via our

online website.

On

May *, 2014, [redacted] or someone on his behalf went on our website and

submitted a round trip reservation from Baltimore, Maryland to Las Vegas,

Nevada. The reservation was booked

without the assistance of one of our Customer Service agents, in these cases it

is the responsibility of the person making the reservation to make sure they

read all necessary and important information.

He

was also advised “All airline tickets are 100%

non-refundable. In certain cases where the airline may allow cancellations,

a credit may be valid towards a future ticket purchase by the same traveler

with travel on the same airline. An applicable penalty and a fare difference

(if any), will be added in these cases. Usually the credit issued by the

airline supplier is valid with time constraints and a specific expiration date

and should be discussed with a customer service agent. All such bookings where

the cancellation may be permitted must be cancelled prior to the scheduled

departure time of the first flight segment by calling our customer service

center. We do not guarantee any cancellation. A cancellation fee of $50 per

person per ticket must be paid to us at the time of cancelling the booking; we

retain this fee. The credit will be held for a limited time period, please ask

the customer service agent for the specific date by when you must use this

credit or you will lose the credit amount. When you are ready to make the new

booking, you will have to the pay fare difference (if any), applicable airline

penalties for that fare and OneTravel.com exchange fees. All such changes are

governed by the airlines' rules and regulations and are out of our control.

OneTravel.com does not provide any representations or guarantees on changes or

fees. If you are cancelling the booking and applying for a refund please read

our Refunds Policy. Read more about our Change Policy if you wish to exchange the

tickets for new dates or routing.” Any and all changes made to the itinerary

are restricted and subject to the airlines fare rules.

Also in his complaint [redacted]

states that he did not get his government discount. Enclosed is what we call our “Payment Page”

(see attachment 1). As you can see [redacted] did received our discount on his reservation.

[redacted] was informed that he would hold a credit with Spirit

Airlines. At the time of rebooking (within 60 days of

departure) he will be required to pay an airline penalty fee plus fare

difference if any.

This credit is NON TRANSFERABLE and NON REFUNDABLE, it

may only be used by the person(s) named on the original ticket, regardless of the name on the credit

card that purchased the ticket(s). Please be advised that the rebooking can be

done only through our Customer Service team.

We

regret any confusion encountered by [redacted] but no refund be offered based

on the above information.

We

appreciate the time and attention your office has given this matter. I am requesting that this complaint be closed

and not counted against us, base on the above information.

Sincerely,

Review: My boyfriend ([redacted]) and I are filing complaints in regard to a trip we took together. When searching for airplane tickets to book, we telephoned Cheapoair to inquire as to whether the fares we were viewing required additional charges for carry-on baggage specifically. That was the reason we called. We were told that no, there would not be any charges for carry-on luggage. Based on this info, we considered the competing air travel options and decided to book these tickets with Cheapoair. All was well until we went to check in for our trip the day before the flight and were prompted to pay for carry-on luggage. My boyfriend immediately telephoned Cheapoair and was told a supervisor would be contacting him within 2 hours, but that never happened. My boyfriend then called again that same evening and was put through to a supervisor who said the best he could do was to give a credit equaling the cost of the carry-on baggage toward a future booking with Cheapoair. The supervisor said an email to that end would be sent soon, that evening, but neither of us ever received any such communication.Desired Settlement: I would like for Cheapoair to honor what they told us in our initial contact with them, that there would be no charge for carry-on, by paying me the fee for round-trip carry-on which was $50. Thank you.

Business

Response:

[redacted]

Dear [redacted]:

This

is in response to the complaint we received regarding the above referenced

booking number. In her complaint [redacted] is requesting compensation in the amount of $50.00 she was required to

pay the airline for baggage fees.

On

April [redacted] on [redacted]’s boyfriend) spoke to one of our

customer service agents who offered [redacted] a $50.00 Inconvenience Coupon [redacted] which he accepted.

The

coupon may be used when making her next reservation either online or over the

phone with one of agents by simply supplying the coupon number listed

above. The coupon is valid for travel

within the Continental US for a 1 year period from the date of issue

4/**/14. The inconvenience coupon is

non-refundable, non-transferable and has no cash value and amount can only be

applied to the cost of our service fee up to the value offered and

accepted. It can only be used by the

Credit Card Holder of the original booking.

We

regret any confusion encountered by [redacted] but no further compensation will

be offered since the inconvenience coupon has been issued.

We

appreciate the time and attention your office has given this matter.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[redacted] was told we would EACH be receiving a $50 credit for future use, via email. These emails never came. This new inconvenience coupon you speak of is not what he believed he had been offered. This new coupon is only good for "up to" $50 of Cheapoair's fees, and it is doubtful one would be able to benefit from the full $50 given that your fees do not add up to $50. This is yet another example of bad information.

Delivering a falsely represented coupon only once a complaint has been filed with the Revdex.com is insufficient. Please grant us compensation for the unexpected carry-on baggage fees, caused by the bad information we received from Cheapoair initially, equal to $100 ($25 each way per person on our two-way trip), in legal tender. When we made the decision to go through Cheapoair, it was with the express understanding - given to us by one of your employees when directly asked - that the fee type we had selected did not include charges for carry-on baggage. We quizzed him specifically on this point, and this was the reason for our telephone call.

Cheapoair's lack of desire to rectify the mistake of bad information we received in our initial contact is made clear by a lack of any apology from any Cheapoair employee thus far, by repeated bad information and by repeated delay to compensate. If your goal is to win our return business, Cheapoir would apologize for the mistake and make it fully right.

Sincerely,

Business

Response:

[redacted]

Dear [redacted]:

This

is in response to the rebuttal we received regarding the above referenced

booking number. In her complaint [redacted] is now requesting that she be refunded $50.00 in lieu of the

inconvenience coupon that was offered and accepted.

In

her rebuttal she states that she did not received the email explaining how the

inconvenience coupon should be redeemed.

As stated in my original letter dated May **,

2014, [redacted] was advised the coupon number (Inconvenience Coupon [redacted])

and how to utilize this it.

The

coupon may be used when making her next reservation either online or over the

phone with one of agents by simply supplying the coupon number listed

above. The coupon is valid for travel

within the Continental US for a 1 year period from the date of issue 4/**/14. The inconvenience coupon is non-refundable,

non-transferable and has no cash value and amount can only be applied to the

cost of our service fee up to the value offered and accepted. It can only be used by the Credit Card Holder

of the original booking.

Again,

we regret any confusion encountered by [redacted] but no other compensation will

be offered.

We

appreciate the time and attention your office has given this matter.

Sincerely,

Review: Customer service attempted to charge me $80 on top of my ticket price for modification of my Virgin Atlantic ticket within 24 hours. Virgin Atlantic told me that it will waive any fees and issue a full refund, but I have to get it through cheapoair. After telling the customer service agent this, he said he'd "waive" this charge. I decided then to cancel instead, and he claimed that he could only refund part of the charge because of Virgin Atlantic's policy. I checked Virgin Atlantic's policy, and this is definitely not the case. If cancelled within 24 hours, they will refund the full amount. So I called in again, and they sent me a confirmation of cancellation email with no amount stated. I've been trying to get a confirmation email, and among their list of excuses: claiming that their billing team only operates in the hours of 10am-9pm, when clearly the first email they sent me about refunding any amount was at 11pm. When I said I'm getting ready to file a complaint, they told me there was no way that they can send me an email detailing the total amount they will refund me, when they've sent me an email previously with the partial amount. I think this business has behaved very inappropriately in pointing fingers at another business while in reality, any "fees" they were attempting to apply was done of their own accord. And furthermore, its outright refusal to issue a confirmation of a total refund amount in writing is uncharacteristic of a trustworthy business.Desired Settlement: I will be keeping an eye out to make sure that the refund amount is what I have been verbally assured. Additionally, cheapoair should not claim that another company is applying charge to the customer when in fact cheapoair is. And furthermore, cheapoair should not refuse to place in writing what they have verbally agreed to.

Business

Response:

[redacted]

Dear [redacted]:

This

is in response to the complaint we received regarding the above referenced

booking number. In her complaint [redacted]

is requesting a refund for the $25.00 she was charged when she called to cancel

her reservation.

On

June **, 2014, [redacted] or someone on her behalf went on our website and

submitted a round trip reservation from Boston, Massachusetts to Los Angeles,

California. The reservation was booked

without the assistance of one of our Customer Service agents, in these cases it

is the responsibility of the person making the reservation to make sure they

read all necessary and important information.

She

was also advised “All airline tickets are 100%

non-refundable. Listed in our Terms and Condition “A cancellation fee of $50 per person per ticket must be paid to us at

the time of cancelling the booking; we retain this fee”. In this case our customer service agent

elected to only charge [redacted] $25.00.

Once her reservation was cancelled

the following email was sent advising:

Dear [redacted]

Thank you for choosing [redacted]

As per our conversation and as

agreed, we have cancelled your Booking Number [redacted] with a $25.00 USD

cancellation fee, for passengers

We are now submitting a request to the airlines to refund your tickets. Upon

airline approval and after deducting the airline penalty, you will receive a

refund of $558.00 USD to the original form of payment used. Please be

advised the original service fee is non-refundable.

While we make every attempt that the amount is credited back to you at the

earliest, in some exceptional cases this may take up to two billing cycles to

reflect on your credit card statement.

Please contact our Customer Service team 24/7, toll free number ###-###-#### or

###-###-#### (if you are calling from outside the U.S.) for further assistance.

Thank you,