Fareportal Inc.

*** *** ***
*** *** ***
*** ***
** ** *** *** *** ***
*** *** ** ***
*** *** *** *** ***
*** *** *** Dear *** ***: This
is in response to the rebuttal we received regarding the above referenced
booking number. *** *** is
requesting proof that we are in communication with Air Berlin regarding his
refund.We have been advised by Air Berlin’s
revenue accounting department that they will be contacting *** *** directly
regarding his request. As
explained there was no error on our part and as a
gesture of goodwill, on his behalf the information he provided
has been submitted to Air Berlin’s refund department for refund. Based
on the information provided by Air Berlin we consider this matter closed and no
further action will be taken on our end. We appreciate
the time and attention your office has given to this matter. Sincerely, *** ***
*** *** ***
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
This WAS NOT an Airline Schedule ChangeI have attached a photo of the flight board at Cuiaba Airport from the *** June clearly showing that the flight I booked(#***) flew as scheduledSomeone needs to take responsibility here! Gol won't refund the money to me as they say (correctly) that they received payment from *** and as such can only refund to them*** are passing the issue on to GolWhere does that leave the consumer?
*** sold me the tickets*** took my money*** is the business I purchased from & as such the business that needs to take responsibility for not delivering what THEY sold!
Kind regards,
*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

*** ** ***
*** *** ***
*** ***
** ** *** *** *** ***
*** *** ** ***
*** *** *** *** *** ***
*** *** ***
Dear *** ***:
This is in response to the second rebuttal
we received regarding the above referenced booking number.
We would like to advise the RevDex.com that *** *** has been in contacted several times regarding
his complaint. We have explained that there was no error on our part, which he stated that
he understood but any help we could offer would be greatly appreciated.
So as a gesture of goodwill and
on his behalf the information he
provided has been submitted to Air India Airlines refund department for
consideration. The decision to refund
all or part of the money *** *** is seeking will be solely up to the
individual airline based on the information providedPlease
understand that this process may take the airline up to days to complete
their process
We regret any confusion or frustrations
*** *** encountered and as explained we do not assume any liability
whatsoever for cancelled flights, flights that are missed due to an airline
delay, or flights not connecting due to any scheduled changes made by the
airlines or for compensation due to lost baggage.
We appreciate the time and attention
your office has given to this matter and requesting
that this complaint be closed since any further
correspondence or concerns regarding any compensation *** *** is requesting
he will need to contact Air India
directly
Sincerely,
*** ***
*** *** ***
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[I did not buy this ticket directly from Air India, I bought this ticket from *** so its sole responsibility of *** to contact whom ever (Air India / Air Canada)and make sure that suffere should be reimbursedIts like I stayed overnight in Hotel Hilton and my room AC is not working and I have to contact AC manufacturer to get it fixed.Its Hilton's responsibilty to give me full service for which I have paid for or change my room and if they can't arrange for accomodtaion in other hotel and if they can't do that, then I should be reimbursed]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

*** *** ***
*** *** ***
*** ***
** ** *** *** *** ***
*** *** ** ***
*** *** *** ***
*** *** ***
Dear *** ***:
This
is in
response to the complaint we received regarding the above referenced
booking number. In his complaint *** *** states that he has not received his full refund and requesting that he
be refunded the balance of $500.00.
Please
see attached screenshot of our Refund
Page below, showing the amount requested for the refund, the date of the
request and the Processor Approval Code showing the dollar amount to be removed
from our bank, *** ***:
The
credit may take up to business days to appear on his credit card
statement. If this refund does not appear
in the time advised he may want to check with his bank as to the delay
We
regret any confusion or frustration *** *** encountered and appreciate the
time and attention your office has given to this matter
Sincerely,
*** ***
*** *** ***
***

*** *** ***
*** *** ***
*** *** ***
** ** *** *** *** ***
*** *** ** ***
*** *** *** ***
*** *** ***
Dear Sirs:
This is in response to
the rebuttal we received regarding the above referenced booking number. In his rebuttal *** *** is requesting
a copy of his itinerary showing his electronic ticket numbers.
I am not sure why he
states he has not received the updated itineraryEnclosed is the itinerary which
clearly shows the name as *** *** *** along with the updated ticket
number
We appreciate the time and attention your
office has given to this matter
Sincerely,
*** ***
*** *** ***
***

December **,
RevDex.com[redacted] [redacted]
","sans-serif"">RE: [redacted]/Case [redacted] Booking
Number [redacted] and [redacted]
Dear [redacted]:
This
is in response to the complaint we received regarding the above referenced
booking number. In his complaint [redacted] states he has not received his refund
We
would like to advise the Revdex.com that we have submitted all
necessary information (booking number [redacted]) to the [redacted]
([redacted]) who handles airline ticket distribution who in turn sent it
to [redacted] in order to obtain the refund he requested in the amount of
$2,474.22. The request was submitted on
December *, 2014, and the airline has up to days to comply and the refund
will be processed back to the original form of payment used when the
reservation was submitted.
Please
see the attached screenshot of our Refund Page booking (booking number [redacted]), showing the amount requested for the refund, the date of the request
and the Processor Approval Code showing the dollar amount to be removed from
our bank, [redacted]:
The
credit may take up to business days to appear on his credit card
statement. If this refund does not
appear in the time advised he may want to check with his bank as to the delay
We
regret any confusion or frustration [redacted] encountered and appreciate the
time and attention your office has given to this matter
Sincerely,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted]
","sans-serif"">
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 allowed to change her reservation since she
purchased travel insurance
On
December **, 2014, [redacted] or someone on her behalf went on our website
and submitted a one way reservation from St Thomas, US Virgin Island to
Albuquerque, New Mexico. 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.
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
policyAs with any insurance they have limitations on what is covered.
We
regret any confusion encountered by [redacted] but in the travel industry
what she is requesting is classified as a voluntary change which is not covered
under the insurance she purchased
We
appreciate the time and attention your office has given this matter.
Sincerely,
[redacted]
[redacted]
[redacted]

[redacted]
","sans-serif"">
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 refund for tickets she purchased but never used
On
November *, 2013, [redacted] or someone on her behalf went on our website and
submitted a one-way reservation from Chicago, Illinois to Frankfurt,
Germany. The reservation was booked
without the assistance of one of our Customer Service agents; it is the
responsibility of the person making the reservation to make sure they read all
necessary and important information
Prior
to submitting her reservation she stated that she had read and understood our
Terms and Conditions. Listed in our
Terms and Conditions "All 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 an exchange/change fee charged by [redacted] plus airline penalties and
any fare difference
Our
records indicate that [redacted] called our customer service department not
once but twice requesting that she be allowed to change her reservation. Our agent advised that changes could be made
but she would be subject to the airline change penalty and fare difference
Please
understand that these restrictions are set by the individual airline, and we at
[redacted] are not authorized to waive or ignore any airline policies nor refund
any moniesThe fare difference and airline penalties charged were paid
directly to the issuing airline in this case Turkish Airlines. .
We
would like to advise the Revdex.com that as a gesture of goodwill are
fund has been processed in the amount of $255.00. The refund will be processed back to the
original credit card used when the reservation was submitted and may take up to
business days before it may reflect back to the credit card statement
We regret any confusion encountered by [redacted] and appreciate the time
and attention your office has given to this matter
Sincerely,
[redacted]

[redacted]
 
 
[redacted]   [redacted]
 
[redacted]
      [redacted] 
Dear Sirs:
 
This
is...

in response to the complaint we received regarding the above referenced
booking number.  In her complaint [redacted]
is requesting compensation as she did not obtain the proper travel documents
need to travel on her requested reservation.
 On
October **, [redacted] or someone on her behalf went on our website and submitted
a round trip reservation from New York, New York to Shanghai Pu Dong, China. The
reservation was booked without the assistance of one of our Customer Service
agents; it is the responsibility of the person making the reservation to make
sure they read all necessary and important information.
  Prior to submitting her reservation [redacted] stated
that she had read and understood our Terms and Conditions.  Listed in our Terms and Condition “All customers are advised to verify travel documents (transit visa/entry
visa) for the country through which they are transiting and/or entering.
Reliable information regarding international travel can be found at [redacted] and also with the consulate/embassy of the country(s) you are visiting or
transiting through. [redacted] will not be responsible if proper travel
documents are not available and you are denied entry or transit into a Country.
 This information was also advised to [redacted] several times on her
confirmation email she received once her reservation was confirmed and her
ticket was issued (see attachment).We
regret any confusion or frustration she encountered but no compensation or
refund will be offered since [redacted] was advised several times to check and verify
any and all travel documents need to travel.
 We
appreciate the time and attention your office has given this matter
 
Sincerely,[redacted]

Revdex.com:
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 information provided on [redacted]'s website states," Even the best-planned travel can be impacted by unforeseen sickness, or medical emergency, delayed flights, passport theft or baggage delays. Troubles can occur when you least anticipate them forcing you to cancel or interrupt your trip, lose your ticket investment, and incur unplanned expenses. By purchasing a travel protection plan, you are protecting your trip investment against the unknown and will find the peace of mind your trip deserves"([redacted] Any consumer would understand purchased insurance that claims to cover flight costs that states "troubles can occur when you least anticipate them forcing you to cancel...etc" means, the consumer is protected in the instance of cancellation for any reason if they will cover simple baggage delays.However, the bait and switch occurs in the fine print of the insurance carrier's disclaimer which states, "Trip Cancellation and Interruption Covered ReasonsCoverage is provided for the following unforeseeable events or theirconsequences which occur while coverage is in effect under thisPolicy if there is a change in plans by you, a Family Member travelingwith you, or Traveling Companion:1. Sickness, Injury or death of you or your Traveling Companionand/or you or your Traveling Companion’s Family Member orBusiness Partner. The Sickness must commence while coverageis in effect, require the examination of a Physician, in person, atthe time of Trip Cancellation or Trip Interruption and, in the writtenopinion of the treating Physician, be so disabling as to preventyou from taking or continuing your Covered Trip.2. arrangements cancelled by an airline, cruise line, motor coachcompany, or tour operator, resulting from organized labor strikesthat affect public transportation;3. being directly involved in a documented traffic accident while enroute to departure;4. being hijacked, quarantined, required to serve on a jury, orrequired by a court order to appear as a witness in a legalaction, provided you, Family Member traveling with you or aTraveling Companion is not 1) a party to the legal action, or 2)appearing as a law enforcement officer;5. your Home made uninhabitable by fire, flood, volcano,earthquake, hurricane or other natural disaster;6. being called into active military service to provide aid or relief inthe event of a natural disaster;7. a documented theft of passports or visas; or8. a Terrorist Act which occurs in your departure city or in a citywhich is a scheduled destination for your Covered Trip providedthe Terrorist Act occurs within 30 days of the ScheduledDeparture Date for your Covered Trip.[redacted]The advertisement for insurance was not only misleading, it is completely contradictory. As a consumer, purchasing travel insurance means I would be protected. I demand resolution and a full refund of 3498.68. I am prepared to seek legal action and/or a class action lawsuit under protection of the Federal Trade Commission and the Aviation Consumer Protection Division is this situation is not rectified in a timely fashion. It is evident in my research that [redacted] and its subsidiaries have MANY complaints similar if not identical to mine. I appreciate the work of the Revdex.com and those of you who stand up for consumers like me.  
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
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 have submitted the paper work to the insurance company but the refund has not been issued yet. I understand it is for the insurance company to issue the refund but I want this case to be open in the books of [redacted] till the time I receive my refund. thanks, [redacted] 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
  
[redacted]
[redacted]
[redacted]
[redacted]   [redacted]
 
[redacted]
       [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 due to an airline schedule change.
 We
would like to advise the Revdex.com that a refund request has been
submitted to our Accounts Payable Department in the amount of $1,535.00.
 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:
 
[redacted]
[redacted]
[redacted]
 We
regret any confusion or frustrations [redacted] encountered and she been advised
that this process may take up to 30 days. 
 We
appreciate the time and attention your office has given to this matter. 
  
Sincerely,
 
 [redacted]
[redacted]
 [redacted]

[redacted]
 
[redacted]   [redacted]
 
[redacted]
       [redacted]
 
Dear
[redacted]:
 This
is in response to the rebuttal we received regarding the above reservation.  In her complaint [redacted] is requesting that
she be allowed to change her reservation at no cost.   
 Prior  to submitting her reservation [redacted] stated that she had read and understood
our Terms and Conditions.  Listed in our
Terms and Condition “All 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 the airlines fare rules. 
 On October [redacted], when [redacted] called our customer
service department requesting that she be allowed to change her is
reservation.  She was advised that in
order to change her reservation she would be subject to the airline change
penalty and any fare difference. 
 We
regret any confusion or frustrations [redacted] experienced but any changes to
her reservation will be subject to all airline rules and restrictions since we
are not allowed to waive or ignore any airline policy.
  We appreciate the time and attention your
office has given this matter. 
 
Sincerely,
  
 
[redacted]

Revdex.com:
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 business([redacted]) has misunderstood and mischaracterized my complaint.  They understand my complaint to be that I did not know to procure the necessary travel documents and was denied transit as a result.  This is not the case.  I and my husband were in possession of the requisite documents.  Instead the issue occurred as follows.
 1>  We arrived at the check-in counter well in advance (50-60 minutes) of our flight's departure, but the airline denied us the opportunity to check in, saying that we had not arrived early enough.  This was the first we had heard that check in can only be done during a very specific three hour window.2> The airline told us we had until the flight's departure to change our booking if we wanted to salvage any of our airfare, and that the travel agent who had made the original booking had to be the one to do it.3> We called [redacted] and the agent asked us to wait while he investigated our options for alternative bookings.  We waited on hold until after the deadline, and then gave up to pursue other travel options. In summary, the business neglected to inform us of a very crucial requirement and then failed to help us deal with the complications that arose as a result.   We were present at the airport with the necessary documents well before departure, and could have been on the plane in ample time if allowed.  Instead, we paid a large sum of money for a service that was not rendered to anyone, and it is only just that we should be reimbursed.  Subsequently, we communicated with both [redacted] and with the airline, attempting to negotiate a refund.  During the course of this, the airline has stated that they consider us entitled to a refund of the tax paid on the airfare, but that any such refund must be intermediated by the travel agent.  The agent, [redacted], has not presented us with this opportunity.
 
 
Sincerely,
[redacted]

[redacted]
  
[redacted]
[redacted]
[redacted]
[redacted]   [redacted]
 
[redacted]
       [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 be re-accommodated since her original reservation had
been cancelled.
 We
would like to advise the Revdex.com that [redacted] was contacted by
one of our [redacted]s. 
New flights options were offered and accepted.  Her ticket was issued reflecting her new
flights and an email confirmation has been sent to [redacted] advising the same.
 We regret any confusion or frustrations [redacted] encountered and appreciate the time and attention
your office has given this matter
 
Sincerely,
 
[redacted]
[redacted]
[redacted]

[redacted]
  
 
[redacted]   [redacted]
 
[redacted]
        [redacted]
 
Dear [redacted]:...


 
This
is in response to the complaint we received regarding the above reservation.  In the complaint she is requesting a refund
for the tickets she purchased via our online website.
 On March *, 2015, [redacted] or someone on her behalf went on our website and submitted
a round trip reservation from Miami, Florida to London, United Kingdom departing
July **, 2015 at a total cost of $1,279.78. The reservation was booked without
the assistance of one of our Customer Service agents; it is the responsibility
of the person making the reservation to make sure they read all necessary and
important information.
 On
March *, 2015, [redacted] called our customer care and requested that the
reservation be cancelled and all monies be refunded.
 Please
see the attached screenshot of our Refund Page below, showing the balance due
was processed.  Below is the date of the
request and the Processor Approval Code showing the dollar amount to be removed
from our bank, Chase Manhattan.
 The credit may take up
to 14 business days to appear on her credit card statement. 
 We regret any confusion encountered by [redacted] and we appreciate the time and attention your
office has given to this matter.  
 
Sincerely,
 
 
[redacted]

[redacted]
 
[redacted]
[redacted]
[redacted]
[redacted]   [redacted]
 
[redacted]
        [redacted]
 
Dear [redacted]:
 
This
is in response to the rebuttal we received regarding the above referenced
booking number.  In his request [redacted] is stating that he has not received his refund.   
 As
stated in my rebuttal we have submitted all the necessary information to the
[redacted] ([redacted]) who handles airline ticket distribution who in turn sent it to [redacted] Gol Airline
in order to obtain the refund he requested in the amount of $459.24. The
request was submitted on October **, 2014.
 We
also advised that it may take the airline up to 60 days to comply and the
refund to be processed back to the original form of payment used when the
reservation was submitted in this case [redacted]’s Visa ending in [redacted].
 We regret any confusion or frustrations he encountered but please
understand we are not the ones processing his refund we can only advise how
long it may take [redacted] Gol Airline to complete their refund process.
 
Sincerely,
 
 
[redacted]
[redacted]
[redacted]

[redacted]
 
[redacted]
[redacted]
[redacted]
[redacted]   [redacted]
 
[redacted]
        [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
we honor the rate he saw on our website.
 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 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; and
Availability.
We
regret any confusion encountered by [redacted] but at this point 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. 
 
 Sincerely,
 
  
[redacted]
[redacted]
[redacted]