Fareportal Inc.

[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] states
she was not happy with the service she received and is requesting
compensation.  .
 We
apologize for any rude or unprofessional behavior that may have been displayed
by our agents that she described in her complaint.  We take our customer service seriously and do
not tolerate any such behavior by our staff. 
Her concerns have been submitted to senior management and appropriate
action will be taken.
 We
would like to advise the Revdex.com that [redacted] has been in
contact with one of our customer service supervisors and they will be dealing
directly with [redacted] regarding her concerns and request for
compensation.  
 We appreciate
the time and attention your office has given to 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 response from the [redacted] doesn't reflect the accurate nature of events and most importantly it omits and fails to take the responsibility for their agent, [redacted], providing me with inaccurate rescheduling flight information during the re-booking procedure. I'm not asking [redacted] to "waive or ignore any airline’s policy". I was told about $410 rescheduling charge ($260 penalty and $150 difference in the ticket price). However, [redacted] misinformed me, most likely incidentally but nonetheless mistakenly, about the new ticket details. She said that "all flight details are the same, only the date is different". I agreed to make changes based on this assurance. They can check their tapes, it was recorded. Not accepting the responsibility for their mistake and blaming it on me is infuriating. And that's beyond numerous hours of my time that [redacted] agents made me spend on hold or pretending they "solve" my issue. And when they got tired of wearing me down, the last agent I spoke was right off the bet just rude with me. 
As per the explanation above, I request that [redacted] refund me $410 and another $25 that they even didn't bother telling me what for. It was their agent who made the mistake and the company has to cover it.    
 
Sincerely,
[redacted]

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

[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.
 We would like to advise the Revdex.com that [redacted]
was informed that a refund request has been submitted to our Accounts Payable Department in the
amount of $534.14, and a check would be issued and sent to the following:
 
[redacted]
 
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 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:

I still have not received a refund. [redacted] claimed previously that they were not liable as this was a schedule change. When I provided PROOF that this was not the case, they have simply ignored it & now claim it's Gol's responsiblity, although it was [redacted] that took my money.
A business MUST be held responsible for delivery of the product or service that THEY sell! [redacted] sold me two seats on a plane from Cuiaba to Sao Paulo on the [redacted] June, 2014. [redacted] took my money & didn't provide the service THEY sold.  If they rely on other companies to deliver the service that THEY sell, then any failure on the part of those other companies is an issue between [redacted] & their partners, not me!
During this process, [redacted] have:
1) Failed to respond to 3 emails to the address THEY provided advising them that the itinerary change they sent through was not suitable for us
2) Failed to respond to phone calls advising the same
3) Claimed the airlines was within it`s rights to move our flight to BEFORE we landed in Cuiaba
4) Claimed that they weren't liable as this was a schedule change
5) Ignored the evidence provided PROVING that this was not a schedule change
6) Blamed everyone but themselves for not providing the service THEY sold.
In what world is it OK for a business to take money for a service, not provide the service & then claim that THEY aren't responsible because they had arranged for SOMEONE ELSE to provide the service? This is absurd.
 There is an easy way for [redacted] to resolve this - return my money & sort out their internal business issues between the two parties that agreed to sell a service & share the money from it - Gol & [redacted],
 
 
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 find that this resolution is satisfactory to me and the matter has been resolved. I am just waiting for the refund and looks it'll be a long process but there is no problem I'll wait for it.
Please, I prefer the money back by check. is that possible?
Sincerely,
[redacted]

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

[redacted]:
 This
is in response to the complaint we received regarding the above referenced
booking number.  [redacted] states that
he would like to be refunded for the ticket he purchased at the airport from
Air Berlin.
 The
reason that Air Berlin was not able to locate the ticket he purchased from
[redacted] is due to the fact that his tickets were exchange by American
Airlines due to their schedule change. 
It was  also at that point that
the airline took control of the reservation and any changes/refunds must be sent
directly to American Airlines.
We
would like to advise the Revdex.com that this information has been
advised to [redacted]  We have
explained that there was no error on our part and as a
gesture of goodwill and on his behalf the information he provided
has been submitted to American Airlines refund department for consideration.  The decision to refund all or part of the money
[redacted] is seeking will be solely up to the individual airline based on the
information provided.
 We
regret any confusion or frustrations [redacted] has encountered and apologize
on how long it is taking the airline to complete their process.  
 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 his complaint [redacted] is requesting that
we honor the rate he requested but could not be confirmed.
 As
stated 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.
 When a
reservation is made with us, a request is then sent to the airline in question to
either confirm the flights at the rate requested within 3 business days.  In very rare cases, a request can come back
denied by the airline.  At this point we
send the client an e-mail making the client aware that the fare could not be
confirmed by the airline.
 
Also
listed in our Terms and Condition we advise 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 wait
listing restrictions;
reservation validation of up to
one year (if any extension permitted, penalties/restrictions may apply);
Other conditions/restrictions;
and availability.
New
flight options were offered but declined by [redacted].
 We
regret any confusion encountered by [redacted] and appreciate the time and
attention your office has given this matter. 
 
Sincerely,[redacted]

[redacted]
 
[redacted]   [redacted]
 
 [redacted]
        [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 his flight departing Calgary was
delayed which in turn caused him to miss his connection flight.
 We
would like to advise the Revdex.com that [redacted] has been in
contact with one of our customer service supervisors regarding his complaint
 [redacted] was advised that on his behalf a refund request has been submitted to Air
India Airlines refund department for consideration.  The decision to refund all or part of the money
[redacted] is seeking will be solely up to the individual airline based on the
information provided. Please understand that this process may take up to 60
days.   
 We
regret any confusion or frustrations [redacted] encountered and as explained we do not assume any liability whatsoever for cancelled flights,
flights that are missed, or flights not connecting due to any scheduled changes
made by the airlines.
 We
appreciate the time and attention your office has given to this matter.
 
 Sincerely,
  
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
We thank you for your help without which we are both sure this issue would not have been sorted.
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 booked a reservation which should have been honored.  When the airline informed agency of termination of service, there should have been an automatic process in place to re-book for same/similar date of departure and arrival.  That is the issue.  They have never contacted me until I initiated the gumption to verify 4 days prior to departure.  at this time there was nearly 50% increase which should have been the Travel Agency burden.  I still have not received the refund for the request and this has now been 10 days since initiation.  I was left on my own to initiate the recovery, with the other non-affiliate parties.  That could have been resolved through a "way Bill initiated through the airline in question.  That was their responsibility!   As a customer, the agency, did not fulfill their obligation causing much grief and emotional stress, requiring over 12 long hours on the telephone for a "request" of resolution.  Not buying their" lack of responsibility to their customers".Overall not resolved anything in my opinion.  Maybe a personal check for the entire amount mail to the address on file, but still no money refunded on my credit card!  Still waiting...
 
 
 
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:

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,
[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:

[Your Answer Here]
 All,
I never once said I received a refund from my bank. My request still stands: the refund of the cost for my plane ticket. I can continue to do this until I am refunded.
I would like my plane ticket refunded, the FULL amount that I paid. It is unjust for [redacted] to continue to scam American citizens with their bogus 100% non-refundable policy while giving less than mediocre service to it's customers. My request still stands: that my plane ticket be refunded, and nothing will change that.
Thank you,
[redacted]
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

April **, 2015
 
Revdex.com[redacted]   [redacted]
 
RE:
[redacted]/Rebuttal Case [redacted]        Booking Number [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 for tickets he purchased for his son.
 The
call where [redacted] states he spoke to one of our agents requesting escort
information prior to submitting his reservation via our online website could
not be located.  When calling our 800
number clients are advised “To ensure highest Quality of Customer Service, this
call may be monitored or recorded for quality assurance and
training purposes” at no time do we advised all calls are recorded.
 Regarding
changes to reservations our policy states that free cancellation are permitted
if requested four (4) hours from the time of purchase.  Tickets may be cancelled within 24 hours from
the time of purchase for a small fee otherwise date and routing changes are
subject to airline penalties and fare difference.
 On
April [redacted] changes were made by the agent and an updated email was
sent to the email address provided when the reservation was submitted which was
opened by [redacted] on April [redacted].
 Also
on April [redacted] when the original ticket was exchanged for the new
flights confirmed another email confirmation was sent which was opened by [redacted] on April [redacted].
 Before
the reservation was booked when [redacted] entered his son’s age he was advised
“Are you booking flights for an unaccompanied minor?
Certain airlines have restrictions on children less than 18 years of age
traveling alone without an adult. If you have any questions please call us at
###-###-####”.   This information was also provided with our
original response (see attachment)
 Based
on the information received from [redacted] (see attachment) a refund
was processed by them back to his Visa ending in [redacted].
  We regret any confusion encountered by [redacted] but no further refund
will be offered since our records indicate that his son did utilize his
original ticket and he has already been refunded for the one way ticket he
purchased.
 We appreciate
the time and attention your office has given to this matter.
 
Sincerely,
 
 
[redacted]

Revdex.com:At this time, I have not been contacted by Travelong.com regarding complaint ID [redacted].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 his complaint [redacted] is requesting that the name on one of the tickets be changed.  When making the reservation the name submitted was not the name listed on the passenger’s passport.
 
We would like to advise the Revdex.com that [redacted] was contacted by one of our customer service supervisors.  The name has been changed, new tickets were issued and an email confirmation has been sent 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]

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 becI do not agree. I paid the money,to your company with or without customer service I bought the insurance and paid for the tickets because of the insurance.If you no longer want these types of incidences happening then your company MUST CHANGE HOW THE PAGE IS SET UP WITH A DISCLAIMER  SHOWING IN BOLD TYPE THAT PURCHASING THIS INSURANCE DOES NOT GUARANTEE IN TIMES OF "SUCH AS THE INSURANCE CLAIMS THAT ARE UNPREDICTABLE-YOU STILL GET NOTHING AND THE INSURANCE MEANS NOTHING," That being said I want my entire refund. Or,you can issue me new tickets (3) for the same destination (Chicago to Frankfurt-) for a new day  month time from same airline at same price + or - as the original tickets. I see that leaving( March **) there are open seats on Turkish airlines leaving at almost the same time as before "ROUND TRIP" for just over $660.00 per ticket
and providing the airline does not charge an extra fee at the airport. The remaining balance left over returned to my visa cards or paper check.Right is right...it was even Christmas. Your company needs to do whats right by the patron. You provide a service to the public.If you want customers to return you need to make them feel safe and secure. I will keep on going with this because I know I am right. [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 Sirs:
 This is
in response to the rebuttal we received regarding the above referenced booking
number. 
 Also
during the booking process and on her booking receipt [redacted] and also
informed:
 Checking In for your Flight
Domestic Flights (Traveling within the 50 United States)
It is recommended that you check-in
at least two (2) hours prior to the scheduled flight departure time. Please
allow for extra time if traveling with children or need assistance boarding the
aircraft.
International Flights
It is recommended that you check-in
at least three (3) hours prior to the scheduled flight departure time. Please
allow for extra time if traveling with children or need assistance boarding the
aircraft.
NOTE: The airlines reserve the
right to deny boarding to passengers that do not arrive at the Ticket Counter
or Departure Gate with adequate time to check-in. Check-in times can vary for
certain cities and airlines, so it’s recommended that you confirm with the
airline you are flying the required check-in time.
 
As
stated in her rebuttal [redacted] was advised by the airline that her tickets
were non-refundable but she would be entitled to a refund of the taxes she was
charged when she purchased her original. Based on that information we contacted
Aeroflot who did authorize the refund of the taxes.
 Please
see attached the screenshot of our Refund Page booking below (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,
Chase Manhattan:
  The
credit may take up to 14 business days to appear on his credit card
statement. 
 We
appreciate the time and attention your office has given this matter
 
Sincerely,
 
[redacted]
[redacted]
[redacted]

Revdex.com:
I received a phone call response made by the business in reference to complaint ID [redacted]. Although this business exercised unsatisfactory levels of customer service towards their client (i.e. ignoring the issue until a complaint was made through the Revdex.com and an...

unapologetic phone call response), I accept that the resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

December**, 2014
 
 Revdex.com[redacted]   [redacted]
 
RE: [redacted]/Case [redacted]       Booking number [redacted]
 
Dear [redacted]:
 This is in response to the rebuttal we
received regarding the above referenced booking number.  In her original complaint [redacted] wants
to utilize her credit or receive a full refund.  
 At no time was [redacted] advised that
the credit would be applied towards several reservations.  As per her conversation with [redacted] and
the email she sent informing [redacted] that she has $1350.10 in credit
with our company to use toward any flight offered on our website. No penalties
will be paid at the time of booking since it has already been deducted from the
figure shown. She will be responsible for any amount over the credit amount. No
refund will be offered if the amount of the new reservation is less.  Travel must be completed by November**, 2015.
When [redacted] is ready to book a new reservation she needs to contact [redacted]
at the phone number that was provided. 
At no time did she inform [redacted] that the offer was
unacceptable. 
 We regret any confusion or frustration
[redacted] encountered, but our offer stands as is.
 We appreciate the time and attention
your office has given this matter. 
 Sincerely,
 
[redacted]

Hello there ,
I'm satisfy with business response. Please  close the complaint. 
Regards
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]