Fareportal Inc.

[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 has not received her refund.  
 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, [redacted].
 The
credit may take up to 14 business days to appear on her credit card
statement.  If this refund does not
appear in the time advised she may want to check with her 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]

February**, 2015
 
  
Revdex.com[redacted]   [redacted]
 
RE: [redacted]/Case [redacted]       Booking...

Number [redacted]
 
Dear [redacted]:
 
This
is in response to the complaint we received regarding the above
reservation.  In her complaint she is
requesting a refund in the amount of $674.50 she was charged when she changed
her reservation.
 We would like to advise the Revdex.com that a refund
request has been submitted to our Accounts
Payable Department in the amount of $674.50. 
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]
 
We regret any confusion
encountered by [redacted] 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]Customer Advocate Team[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 confusion is... I have only gotten one refund from [redacted] and no refund from [redacted]!  The prices are not similar due to the exchange rate.  I have no breakdown available to verify value and am not pleased with the service provided. I will not accept their response until I validate the money due is rendered accordingly, and I will continuously complain openly, to anyone interested in hearing my situation.  The trust has been broken and others need to beware!  Attached are 2 itinerary, yet my CC only shows one refund.     Follow the booking numbers: [redacted] and [redacted]Every notification since the request has been in correspondence to [redacted].  If these two companies are merged then that is one thing...  I spoke to the [redacted] and agent representing, [redacted] on the telephone.  That [redacted] is the one individual who attempted to re-book with the second company.  My Credit Card Company has merely reimbursed me for the "[redacted]" tickets on the day of issue !  The other tickets [redacted] are 10 months old!!!  As you can clearly see this issue is not yet resolved.  If the refund will take up to 60 days, and if I need to respond within 6 days of each notification, then there may be 10 more indications of  my dissatisfaction or rejection for settlement.
 
 
 
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]
 THEY NEVER contacted me, I had to call them and still no call back from any upper management. They are doing nothing. I want my recorded phone calls sent to me, I do not want to have to take this matter to a small claims court. They need to call my mom at ###-###-#### or email me because now I am out of the country and received a huge bill phone bill due to them - I want compensation for that too. These people are ridiculously lying and hiding. 
 
 
 
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:

Booking number is 
 
[redacted]
?
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 her request [redacted] is requesting
that she be allowed to change her mother’s return at no cost.
 On October [redacted] called our customer service department asking if she could check her
mother’s return date to October **, 2014. 
Our agent advised that changes could be made understanding she would
have to pay any airline change penalties and fare difference.  Before any changes were made the following email
was sent to [redacted] for her approval.
[redacted] [redacted] [redacted]
 
Please review the names, dates, cities, departure
and arrival times, flights and your e-mail address for accuracy.
Once [redacted] verbally approved the new itinerary the new flights were
booked and confirmed by the airline. 
 It was at this time that our customer service agent recapped
the changes that [redacted] realized that there was a 13 hour layover in
Vnukova and wanted to again change the reservation.  Our agent advised that since the changes were
already confirmed by the airline any further changes would be subject to all
airline’s rules and restrictions.  Please
understand that we are not authorized to waive or ignore any airline’s
policy. 
 We regret any confusion
or frustrations [redacted] encountered but if she wants to make any further
changes to her reservation she will be required to follow all airline rules and
restrictions.
 We appreciate the time
and attention your office has given this matter. 
 
 Sincerely,
 
 
[redacted]

I recently booked a flight through [redacted] to go see my grandmother in California. I selected that on wanted to leave on 3/** and to come back on 3/**. Then after I purchased my tickets I noticed that they had switched my day to come back to the next day 3/**. I called them and said somehow my itinerary got switched and I didn't want to come back on 3/**. I clearly selected 3/**. The lady said it would be a charge of $200 to change my flight and an additional $192 to get me on a flight coming back on 3/**. This is added on to the $447.** that I had already paid to book the flight the first time. She wasn't apologetic or understanding at all! Sorry sir nothing I can do for you she said. What a joke! I will never use the company again I will NEVER refer this company to anybody I know. Best advice I will give is stay away. They should've switched my flight back with no question and taken care of the additional fees. Now I have to pay over $300 to book a flight home on the 3/** through another airline because this company doesn't deserve my money or to even call themselves a company

Review: I booked airline tickets online via a travel website (CheapOAir). I paid the airline for the tickets, and I paid CheapOair its commission. Then I was charged $850.6 by Travelong Inc. for a reason I am not aware of. I tried to contact them but to no avail. Therefore I consider these charges unauthorized and I want to be re-credited.Desired Settlement: See above. Refund of unauthorized charges.

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,

Bart Servaes

From: [redacted]

Sent: Monday, November **, 2013 12:31 PM

To: Inquiry

Subject: Fw: Your complaint has been received

Dear Madam/Sir:

I would like to withdraw my complaint below. It is based on a misunderstanding.

My apologies for any inconvenience caused.

Thanks and regards,

Review: On March **, I tried to purchase air ticket from this business, however I was not taken to the final confirmation page. Not knowing whether the purchase went through, I used the online chat they provided on the website to inquire, but after waiting for a long time, no one had replied. Then I attempted to call, but was placed on hold with no one to pick up and no indication of how long the wait would be.

Meanwhile, I checked my email for confirmation and there was none. The next day, there was still no indication the purchase went through, as I received no email confirmation or reply to my message. I waited two more days, and suddenly the charges showed up on my credit card.

As I was not able to reach cheapoair, I decided to file a dispute through my credit card company on March **. As the charge is broken into 3 parts - $883 for Jetblue, $549 for United, $102.57 for cheapoair fees and insurance, the dispute is also in three parts.

After two weeks, the $883 Jetblue dispute was closed unsuccessfully as cheapoair had told my credit card company that the tickets were non-refundable. It is not an issue of whether it is refundable or not. They never issued me those tickets! I do not have the ticket numbers, nor confirmation numbers, nor receipt, nor insurance information (I also booked insurance) from this business. How is one expected to fly without knowing any information whatsoever about some tickets they didn't even know was purchased? I only found out the ticket numbers ([redacted]) in the attachment from the dispute results my credit card company sent me on March **.

As I was dissatisfied with the result, I asked my credit card company to reopen the dispute. While on the phone with me, they attempted to contact cheapoair, but even they couldn't reach any cheapoair representative. It is still under review to this day. Per the advice of my credit card company, I contacted Jetblue and United on my own and canceled the tickets. They were however not able to refund me as it has to go through cheapoair.

Today, I was informed that the $102.57 part of the dispute was unsuccessful and the reason was, again, that it was not refundable. If cheapoair never confirmed with me my purchase, how can they charge me? They claimed that they had sent me the booking confirmation, but that is not the fact. I received NOTHING, not the confirmation and not the insurance policy (which is normally sent by the third party insurance provider). I believe this qualifies as fraud. I cannot accept a service that requires the customer to spend hours of their time to dig any information out. This is not a treasure hunt.

They claim that electronic signature serves as proof that valid retail purchase transaction has taken place. But one also has the right to cancel the purchase within 24hours. If cheapoair never told me the purchase went through, they have in effect taken away my right to cancel. Just because I gave my "electronic signature" by clicking some button, doesn't signify to me that the purchase went through. This is the same at any physical retailers. I have come across numerous occasions where the credit card machine was stuck and the purchase did not go through. A purchase agreement needs to be clear. In this case, the agreement was unclear, and the service not provided.Desired Settlement: I demand a full refund of $1,534.57

Business

Response:

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 since he states he did not receive confirmation for the

reservation he submitted via our online website.

We

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

submitted to our Accounts Payable Department in the amount of $1,534.57. 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]

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: This complaint involes [redacted] and myself [redacted]. Last year I purchased a ticket to travel to Thailand. At the last time I became ill and was able to fly. The agency gave me a confirmation No of [redacted] to use the ticket within the one year time frame. I contacted [redacted] agin this year and paid the amount of $ 710.70 in addition to the paid amount of $1094.98. After taking to the agent on Saturday Aug [redacted], 14, I was assured that there would not be problems on checking in. Yesterday Aug [redacted] at 1050 am I reported to the check in area to find out that they did not hold an eticket for me and to attempt to contact CheapOair. I tired for several minutes but had to leave because it was getting close to boarding time. When I got home I typed up a complaint letter to the [redacted] located in New York city. I requested a full refund for my travel.Desired Settlement: I am requesting a full refund because this was not my fault and my vacation plans were ruined. I will never again do business with this Company again.

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 the ticket he purchased via our online website.

We

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

submitted to our Accounts Payable Department in the amount of $1,096.23.

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.

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,

In response to your email I am currently in Thailand, sorry to say that I became ill on the flight here from the uS and Tokyo Thank you for all your Help.

I will continue to monitor this transaction.

Review: On 10/**/14, I requested [redacted] customer service rep, [redacted], to make changes to the returning flight (booking #[redacted]) for my mom's air ticket from Nov **, 2014 to end of October 2014. After almost one hour being on the phone (hold and wait time), I was advised by [redacted] that the cheapest available option was the flight on Oct **, 2014 where “all [departure/arrival] times are the same, the only difference is the date”. To proceed with the option I needed to hit confirm to the email she sent, which I did. Once the payment was processed, she suggested dictating all flight details. At this point it turned out that the VKO (Moscow) layover that used to be 1h 35min in the old ticket became 14 hours (!) in the new ticket. I indicated that this was not acceptable given the age of the traveler and requested to make changes without additional penalties/fees since I was misinformed about the new ticket details. I spent the rest of 10/**/14 communicating with [redacted] via email and getting conflicting messages from her on how she would address the issue. She promised to talk to her [redacted] but never came back to me. On 10/**/14 I spent the whole day being on hold with different [redacted] agents creating an appearance of “helping” me but in fact preventing me from speaking with either [redacted] directly or her [redacted]. One of them told me that [redacted] was working to “make changes to your flight with no penalty. And she will call you back in 20-30 min”. She never did. At the end, one of the agents just bluntly and rudely told me that it was only my responsibility to make sure the ticket info was correct regardless of what the agent tells me. I asked him if I should question every single thing that comes from them and he said "yes!". I emailed [redacted] to call me back at my cell and she replied that my number was “either not reachable or unanswerable.” Lie after lie after lie. Please help!Desired Settlement: I'd like [redacted] to either change the returning flight into another date with acceptable flying terms for no additional fees for me or refund me $410 change fee and $25 "not sure for what" fee so that I could purchase a return ticket with acceptable flying terms directly from the [redacted] airline.

Business

Response:

[redacted]

Dear [redacted]:

This is in response to

the complaint we received regarding the above referenced booking number. In her request [redacted] is requesting

that she be allowed to change her mother’s return at no cost.

On October [redacted] called our customer service department asking if she could check her

mother’s return date to October **, 2014.

Our agent advised that changes could be made understanding she would

have to pay any airline change penalties and fare difference. Before any changes were made the following email

was sent to [redacted] for her approval.

Please review the names, dates, cities, departure

and arrival times, flights and your e-mail address for accuracy.

Once [redacted] verbally approved the new itinerary the new flights were

booked and confirmed by the airline.

It was at this time that our customer service agent recapped

the changes that [redacted] realized that there was a 13 hour layover in

Vnukova and wanted to again change the reservation. Our agent advised that since the changes were

already confirmed by the airline any further changes would be subject to all

airline’s rules and restrictions. Please

understand that we are not authorized to waive or ignore any airline’s

policy.

We regret any confusion

or frustrations [redacted] encountered but if she wants to make any further

changes to her reservation she will be required to follow all airline rules and

restrictions.

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:

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,

Business

Response:

[redacted]

Dear [redacted]:

This

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

booking number. In her rebuttal [redacted] is requesting that she be refunded the $410.00 she was charged to

change her mother’s reservation.

We

would like to advise the Revdex.com that as a gesture of goodwill a

refund request has been submitted to our Accounts Payable Department in the

amount of $410.00.

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:

We

regret any confusion or frustrations [redacted] experienced and as explained

the $25.00 service fee she was charged when she submitted her original

reservation is non-refundable.

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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchase a plane ticket from your site on 2-*-2014, and requested a refund within 12 hours of that time. I was charged $18 twice and a $25 for a cancellation fee. And so far I have not seen a refund of my ticket fare and I did not know why I was charged $18 twice. I called your billing department and was put on hold for hours at a time, only to be disconnected. I called the plane company directly and they told me that CheapOAir.com had never cancel the ticket and thus I can not get a return or a credit from them.Desired Settlement: I want my full ticket refund, along with the $25 charge and the two obsured $18 fees. A total of $196

Business

Response:

Dear [redacted]:

This

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

booking numbers. In his complaint [redacted] states that he has not received his refund and also wants to know why he

was charged $18.00 twice.

On

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

submitted a one way reservation from Ontario, California to Newark, New

Jersey. 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 reservation was confirmed under booking number [redacted] (see

attachment 1)

Later

that day [redacted] called our customer service department requesting that his

reservation be cancelled. Based on his

request our customer service agent advised the reservation could be cancelled with a $25.00 fee and all service fees are

100% non-refundable in this case the $18.00

he was charged.

When tickets are issued and voided within a

24 hour period there is only a pending authorization 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.

If he has any further questions he may contact

our Billing Department at ###-###-#### and one of our agents will be able to

assist him.

Also on February *, 2014, [redacted] went back

on our website and submitted another one way reservation for the same itinerary

from Ontario to Newark. This reservation

was confirmed under booking number [redacted] (see attachment 2) which is why he

was charge another $18.00.

We

regret any confusion or frustrations [redacted] encountered nut no refund will

be offered. We are also requesting that

this complaint be closed and not counted against since there was no error on

the part of CheapOair based on the information provided.

We appreciate

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

Sincerely,

Review: They only suppose to charge $25.00 for cancellation fees and they charges $45.00

3/**- $20.00

3/**- $25.00

Total -$45.00Desired Settlement: I desire the refund-Credit Card $20.00 asap. I tried several times called ###-###-#### is not way not one cannot able to help you... Booking # [redacted]

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 our non-refundable service fee. .

Prior

to submitting her request [redacted] advised that she had read and understood our

Terms and Conditions listed under ONLINE TRANSACTION BOOKING FEESI

“For most airfares purchased online, CheapOair's recommended booking service fee is

approximately $28 per person on all passenger type tickets for both domestic

and international travel. This fee may vary and is subject to change without notice.

All transaction service fees are 100% non-refundable”

As a

gesture of goodwill a refund request has been submitted to our accounting

department for the $20.00 service fee [redacted] was charged. The refund will be processed back to her [redacted]ending in [redacted]. This process may take between 10 -14 business

days before it may reflect back to her account.

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 [redacted] was aware of our service fees and

that they were non-refundable prior to submitting her request.

Sincerely,

Review: I booked with cheapOair as well bought the insurance they suggested. Recently my father passed, I called to change the destination of our flight. I was on hold 45 minutes, got a rep. who was rude, unclear, uninformed....so I requested a [redacted]. I was on hold for over a half hour. Finally got someone, he just kept repeating the same things as if reading from a script. After an hour I gave up. A while later he called me back(I had said I was filing complaint) and said he worked something out. Total cost 350 minus my 50 dollar rebate that I got in conf. email. We got "disconnectd" I called back, on hold another 45 minutes...Got someone. I explained everything, he kept say one thing then changing it. I asked who I was working with before, he said [redacted] I asked to be transferred, he said [redacted] was on a break. I asked who I was speaking to and he said "[redacted]" These 2 supposed different men sounded very very much alike. Went round and round quite some time. [redacted] started to say something, I asked for clarification and then all of a sudden he said he was [redacted] now. The call was transferred, It was not...then [redacted] said his [redacted] said ok to wave fees, then he said it wasn't ok...back and forth etc. Then he would be talking to me and claim he was just told an offer by his [redacted] yet our convo. never paused. The dishonestly and games were disgusting When I questioned the [redacted] and [redacted] game, he said I was in no mood to work with him. He offered to help me for about a $1200 fee. I said I cold not afford that and I was obviously willing to work with him and he hung up.Desired Settlement: Fly out May *, change destination asap or full refund. A free rental car for all the games, time, and dishonestly not unrealistic at this point either.

Would like refund in the form of a bank check from company mailed to our home.

The ins. they talked me into appears to be useless as well and they also seemed rather uninformed. Bought from them, they should know.

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 was not happy with the service provided when she called

to change her reservation.

[redacted] was contacted by one of our

[redacted]s to personally apologize for any rude or unprofessional behavior

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.

Prior

to submitting her reservation she was advised in our Terms

and Condition under Changes to Flights Already Purchased: “Any

and all changes made to the itinerary are restricted and are subject to airline

fare rules, whichever is more restrictive; all our tickets, hotels, cars,

packages and cruises do not allow any date or name changes after the booking is

completed. For

any itineraries where changes are permitted, an exchange/change fee is charged

by CheapOair plus airline penalties and

any fare difference. Please contact our call center to determine the total cost

of exchanging your ticket”.

These

policies are set by the individual airlines and we are not authorized to either

ignore or waive any airline rules or restrictions.

In

her complaint [redacted] states that she needed to change her reservation due

to the death of her father. Based on

this information she was requested to provide a copy of his death

certificate. Once this information was

received on her behalf we would submit a request to US Airways requesting that

they allow her to change her reservation and to waive their change penalty and

fare difference. As of today [redacted] has not provided the information requested.

We

regret any confusion or frustrations [redacted] encountered and 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 what [redacted] is requesting is an airline issue.

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 in fact contacted by someone...she did not seem surprised nor disgusted by the behavior of cheapOair's employee. He lied, played games, pretended to be 2 different people, pretended to be talking with a [redacted], tried to charge me more than then airline would of...all while I had flight ins. and kept me on the phone for 3 hours.

I asked her several times, and she directly stated that her company was offering no compensation or rectification the employees deplorable behavior. I should just move on. Consumers need to be aware.

I DO NOT accept the response.

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 rebuttal [redacted] is requesting that she be refunded for the car reservation she

submitted via our online website.

In

her rebuttal [redacted] is requesting that the car reservation she submitted

on May *, 2014, be refunded based on the original complaint that was filed with

the Better Business on April **, 2014.

Since

the car reservation was not even booked when she submitted her complaint and

based on the fact that it was booked in order to get her and her family from

Raleigh Durham Airport to their destination in North Carolina, no refund will

be offered.

Again,

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

will be offered based on the above information.

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:

[Your Answer Here]

Not surprising cheapOair gives such a silly excuse. Yes I filed the complaint. Heard nothing so was forced to book the car. They got more of my money. Disgusting company. I truly hope all of these games and excuses are made available for consumers. Ths company is a joke, the attorney general needs to be aware as well.

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

Sincerely,

Review: On 06/**/2014 I made a booking for a flight from Cuiaba, Brazil to Sao Paulo, Brazil. Booking #[redacted]

This flight was for my wife & I to attend a World Cup match at 4pm.

On 06/**/2014 I received an email from [redacted] advising our flight had been moved 10 ours earlier to 1:30pm. Not only was this before the match we were viewing, it was before we even arrived in the city(on another airline).

I did as advised in the email & responded with the subject line I DO NOT ACCEPT THESE CHANGES.

I did this 3 times & received no response, so tried on the phone. I was on hold for over 30 minutes each time & couldn't get through to anyone.

I was at the airport in Sao Paulo a few days later so spoke with Gol Airlines about this. They advised me(untruthfully as it turns out!) that the flight had been cancelled as they had lost their landing slot at the airport in Cuiaba. They said they couldn't get us on any other flight. Gol wouldn't refund my ticket as they said it had to go through [redacted](who I couldn;t contact). I had Gol cancel the flight to ensure that when I finally got in contact with [redacted], It could be refunded.

I then booked a flight with TAM for roughly the same time(11pm). Imagine my surprise when the departures board showed my so called 'cancelled' Gol flight as on time & boarding now! I have a photo of this board.

[redacted] have done nothing despite the flight being cancelled.

I spent hours yesterday trying to get them to refund this US$459. From the phone, to internet chat to [redacted], everyone promised(eventually) to look into it & come back to me,. I am yet to receive a single response from any of them.Desired Settlement: I simply want the money that [redacted] have taken for a service that they haven't provided returned to me.

Business

Response:

[redacted]

Dear [redacted]:

This

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

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

online website.

In

his complaint he is requesting a refund for a service that we did not

provide. What [redacted] is referring to

are what we refer to as Airlines Schedule Changes. Due to the

operational needs of each airline, changes are often made to the flights that

they are currently operating. Often these changes are a prediction of travel

needs for a future dates but can also reflect same day changes. Types of

changes could be: flight number changes, time changes, routing, date changes

and or cancellations. Cancellations include when an airline has stopped or

temporarily canceled service to certain cities, or stopped service on certain

days of the week. CheapOair does 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

would like to advise the Revdex.com that we have submitted a refund

request to [redacted] – Gol Airlines’ refund department for consideration on his behalf. Since we are a travel agency we are not

authorized to waive any airline policy.

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 is not a simple process.

The airline can take up to 3 months to from today’s date to complete

this process, and that we are doing everything we can to accommodate his refund

request.

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 have determined that my complaint has NOT been resolved because:

This WAS NOT an Airline Schedule Change. I have attached a photo of the flight board at Cuiaba Airport from the [redacted] June 2014 clearly showing that the flight I booked(#[redacted]) flew as scheduled. Someone needs to take responsibility here! Gol won't refund the money to me as they say (correctly) that they received payment from [redacted] and as such can only refund to them. [redacted] are passing the issue on to Gol. Where does that leave the consumer?

[redacted] sold me the tickets. [redacted] took my money. [redacted] 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,

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 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,

Business

Response:

[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]) 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,

Review: This company is full of crap with everything you want them to do. I called an agent through their website to make a booking and they processed all my information for a flight that I wanted to book. I got a confirmation email with everything that I needed including my itinierary and then later receievd a phone call stating that my flight never went through. It was all due to a mistake on their end because when I gave them my information to process, they never processed my order for my airline tickets of which I wanted to. They called back and said they would find me a new airfare for the same amount of money that I had bought the tickets for and I would not have to pay any differences. The guy never ended up calling me back so I call and was on the phone for 30 minutes, they took my callback number, hung up and didnt get a call AGAIN. I am currently on the phone with them right now and on hold againf or 32 minutes hoping they fix something with this [redacted] business. This place is a scam and now they have access to all my personal information and credit card information without actually going through with my original order. THIS has to be wrong in legal matters.Desired Settlement: I just want my flight to ohare or a flight with a layover in ohare for the same price that I had originally bought it for.

Business

Response:

[redacted]

Dear [redacted]:

This

is in response to the complaint we received regarding the above reservation. In his complaint [redacted] is requesting that

we honor the rate he requested but could not be 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 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.

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,

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:

That is not true at all. I simply booked that flight because of the layover at Ohare at which I had to drop something off for a family member but the travel agent started arguing with me that I am not capable of dropping something off for someone right outside of the gate because I have an hour layover. They clearly did not fulfill my request there. Another thing is that the travel agent should have told me that this does not confirm my booking when accepting my credit card information and telling me that everything is set and ready to go and everything is confirmed. This is just a way for them to hold on to people credit card information and their full information for the passengers details.

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 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]

Review: I have two issues with CheapoAir. First, we booked first class flights from Columbia, SC (CAE) to Maui, HI (OGG) in February 2015. We are going to celebrate my best friend's wedding. I am also officiating the wedding. Our flight has been changed four or five times. The first few times were minor changes to the flight times within 10 to 30 minutes of the original flight time. The last flight I confirmed, I called CheapoAir to confirm that the change would not affect the seats my husband and I purchased. I was assured that only the times had slightly changed and we would still receive first class on all of our flights. When I received the email confirmation, some of our flights had been moved to economy class. Specifically, I am referring to United flight [redacted] and American flight [redacted] on my itinerary. I immediately called CheapoAir and was told there were no first class seats available on those flights because the planes were smaller and did not have first class on them. I called the airlines directly who informed me that the information CheapoAir provided was false and that first class seats were in fact present and available. I again called CheapoAir and was told the same lie. After several calls to CheapoAir with similar responses, I wrote customer care online asking for a refund. I was given the same lie. Thereafter, our itinerary was changed yet again. This time, in additional to not fulfilling our first class seats, our flight is returning an entire day after our original return date, which completely disrupts our travel plans. CheapoAir alleges there are no flights available to allow us to return on our original return date, which is also a lie. We have asked for our money back so we can simply buy tickets from another company, but CheapoAir refuses to return our money. We paid over $5,000 for our tickets and are not getting what we contracted for as we contracted for first class seats from CAE to OGG flying out of CAE on November **, 2015 and flying out of OGG on December *, 2015 to return to CAE on December *, 2015. This trip was planned and paid for months ago and we have spent the last three months or so fighting with CheapoAir over their deceptive practices. We just want what we paid for our or our money back.Desired Settlement: We want our money back at this point. However, if CheapAir gives us what we paid for as stated above, we will be satisfied.

Business

Response:

[redacted]

Dear [redacted]:

This

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

number. In her complaint [redacted] is

requesting a refund due to an airline’s schedule change

“Due to the operational

needs of each airline, changes are often made to the flights that they are

currently operating. Often these changes are a prediction of travel needs for a

future dates but can also reflect same day changes. Types of changes could be:

flight number changes, time changes, routing, date changes and or

cancellations. Cancellations include when an airline has stopped or temporarily

canceled service to certain cities, or stopped service on certain days of the

week.

CheapOair

does 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.

CheapOairwill contact the airline on your behalf and try

to come to a resolution. In some cases the only resolution may result in

cancellation of the flight and refund.

We

would like to advise that we have submitted all necessary information to the

Airlines Reporting Corporation (ARC) who handles airline ticket distribution who in turn sent it to the airline in

order to obtain the refund her requested in the amount of $4,558.44. The request was submitted on October [redacted]

and the airline had up to 60 days to comply.

We would

like to advise the Revdex.com that the following refunds were

processed for our service fee and the Travel Protection Insurance [redacted]

agreed to and requested when she submitted her original reservation. Please

see the screenshot of our Refund Page below, showing the balance due was

processed. Attached 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] caused by the airline’s schedule change and we appreciate

the time and attention your office has given this matter.

Sincerely,

Karen R[redacted]Customer Service Manager[redacted]

They say tickets are REFUNDABLE ... And you pay more for 24hrs only. They say we have TRAVEL Insurance which is a joke and a waste of money. You have to basically die or get terminally ill for a refund. And they charge you to cancel and give credit to fly with them and charge you again to use the credit. Legal ripoff scam artists!

Review: After about 20 days since ticket cancellation, they have not yet processed any refund and keep lying lying lying

On June *, 2014, I purchased 2 tickets from Cheapoair for flight on July **. On June *, 2014 I contacted cheapoair to cancel on of the tickets (Booking # [redacted]) because my husband is not be able to travel. When contacting Cheapoair we were not given proper insight in how to deal with these issues. They said that I have to cancel the booking and request the refund from the airline. Therefor I agreed to cancel the ticket.

right after the conversion, I received the following email from cheapoair:

"As per our conversation and as agreed, we have cancelled your Booking Number [redacted], for passenger(s):

Name :[redacted]

As per the airlines policy ,your booking is non refundable.So,we have forwarded your booking to the waivers department to check with the airlines for refund . However we do not guaranteed that you will get the refund as it is totally depends upon the airlines"

They did not tell me initially that the refund is not guaranteed.

I contacted cheapoair, several days after and they responded that the money is with the airline and airline refused to give

me the refund. And now I have neither ticket nor ticket. it means that I have paid $1400 for nothing. The agent put me on hold for several houses pretending that she was talking with the airline which then I found she was lying. I called them several other times and they repeated the same thing.

I contacted the Lufthansa about this issue. I talked with the customer service agent as well the supervisor. They made two things very clear.

1-CheapOair has the money and any refund must be through them

2- There is no documentation/request for this booking with Lufthansa. The only thing they had was voiding the booking. No other request/exception or calling about this ticket

(I found Lufthansa customer service very professional, reliable and much more honest)

Their rude attitudes and inability to refund me is totally unacceptable.Desired Settlement: I will not accept anything less than the refund

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. They issued a refund

Sincerely,

Review: On the [redacted] July I rang [redacted] to book flights as wouldn't go through online after giving all information clearly over the phone ( had to spell names out) I was told I would get an email confirmation, which I received to realise they had put my two daughters surnames down wrong. I rang them straight back to be told no problem as they have a 24 hour policy to change with the airlines ( [redacted] and [redacted] ) I was told to keep checking my booking online with the two airline. To my surprise their surnames had still not changed so I rang them back and was told because it had been longer than 24 hours I would be charged a fee of £550 to change both names and they had no record of me ringing on the [redacted] July, when I booked the tickets. They also was trying to say it was my mistake as I booked online which was not the case as an agent booked it for me over the phone. I have phoned up so many times to be lied to or hung up on, to speak to someone different every time to be told I would get a call back by the [redacted] who would look at phone records. After no one contacted me I emailed them to which I never received a reply. I phoned [redacted] airline which where very helpful and agreed to change both surnames free of charge as it was their mistake. I tried to do the same with [redacted] which were not so helpful land said it down to [redacted] to pay the fee. I explained to the travel agency if there employers rang up the airlines straight away when I rang on the [redacted] July there would have not been no fee. It states in [redacted]'s policy that you have 24 hours to ring and change any mistakes in the booking. I am disgusted that they do not take responsibility for their mistakes and did not do their job properly to correct the surnames. To be told there is no record of me ringing and it was booked online. Because of their mistakes my two little girls can not go on holiday as I can not afford [redacted] fee of £150 each to change the surnames. Which with both airlines fee would have been more than I payed for both flights. As there non refundable I will lose the £440 I payed for both flights and money I payed out for accommodation, I have to explain to my 6 & 8 year old why they are no longer going on holiday, all because [redacted] couldn't be bothered to do their job properly.Desired Settlement: We fly out on the [redacted] august. I would be happy if they corrected both children's surname with the airlines otherwise I would like a full refund

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,